Verizon — Local services in New York

Definitely 5 star if there was negative sign available.

Fresh update 10.28.2020 - thinking of moving to any (doesn't matter) provider...

When Verizon App generated Verizon Pass QR code says " use this VerizonPass anytime you need to verify your identity or account. Just scan it at an Express Kiosk or show it to a store rep." And that "store rep." Says - oh, that's just for in store pickup and I need to see your ID ... guys, make it f@ing consistent - either change that app description or train and inform that "store rep" to accept whatever is "promised" by Verizon itself...

When "store reps" have mo idea, that if you have multiple numbers and phones under family plan and you order upgrade/replacement for one of your family members (living apart in other city) for shipping/delivery, it isn't possible through the system to change recipient name on the shipping sticker and UPS (Verizon preferred carrier) "genius" delivery guy asking for account owner ID.... either make system flexible and capable for such situations or again, train your "store reps", so they know this will not work and you have to order to your place and take care of forwarding device by yourself (part of progressive, modern and most reliable service providers - funny.... and when such order bounces back and forward few times and takes over a month and still customer has to cancel initial order and do either in store pickup or order to his address and ends up paying full price instead of advertised "get one and other 50% off" - I don't think it is somehow close to "most reliable service provider" term and if it is US most reliable service provider, then I'm afraid what is the service level at others ;)

When your order is stuck on hold and "store reps" have no idea what is happening, just after a day or two App is giving you notification that you have to follow the link to accept T@C and complete order, which link isn't working, diverting you to call the number which plays notification and music and hangs up... and when you have to come to the store once more wasting your time to hear from those famous "store reps" - oh, we can't do anything with that (even canceled that pending order and do it other old way instead of "more reliable" through App way which doesn't work at all - ..... seems like those "store reps" and store itself is just wasting some good office space and are totally useless - thay can't do anything useful, to see, touch and try phones I can go to other...

I work in customer facing services and I know it's a very challenging job so this review is intended to help not bash. I upgraded a line on my account and needed to trade my phone in to receive credit for it. The phone was dropped off and taken by employees but not returned to the warehouse. The process was started and a ticket was created but the phone was never shipped back. After contacting Verizon customer service to figure out the issue we narrowed it down to this location and the Verizon agent called the kings hwy location. It took 3 tries before anyone answered the phone. She then asked if the phone was still at the location so we could at the very least reinstate the promotional credit and the manager Hussein refuses to give her that knowledge replying the person that dropped it off needs to come in. Okay no problem, but when that person did go in a week later they still had the device and refused to ship it out. So I asked to speak to Hussein and his attitude was disgusting. Not only did he deliver no compassion for the situation after holding my phone for over a month. He stated it's not his job to contact me and let me know he couldn't ship it out because it was supposed to be mailed or dropped off at a UPS store. I'm sorry for your inconvenience sir but yes it absolutely is your job to help out a customer when your location is or isn't able to follow threw on a chain of events that they started. After 5 minutes of getting no were and trying really hard to maintain my professional composure while this "leader" completely disregards any attempt to show compassion for a situation easily fixed. He chose to block almost all attempts to fix the issue, instead handing my friend a box to ship the phone back without any communication or notation that the phone was in his store for over a month. I absolutely love being a Verizon customer and the standards of excellence they keep. This is the first time in over 10 years I haven't felt that standard met or exceeded by an employee let alone someone in a position of management. I would hope this person moving forward receives coaching to elevate the guest experience they are giving and training their team to give at this kings hwy location in the efforts of customer retention and...

I usually do not write negative reviews but I feel like I must. I don't recommend it to anybody coming to this store. Only if you want to spend your time for nothing. On 08/12 I placed an order online to pick up from this store when I showed up. They told me the order was canceled and I have to call customer service. The next day when I reached out to customer service and was about place an order. Manager Chris reaches out stating that they can help me with the order and I can get the phones the same day. So I went to the store. In store, I met THE MOST Clueless Rep I have ever dealt with Navil Steel. I spent 3 hours that day and the guy told me that I can't have service with Verizon because fraud can't identify me so I left. The following day I reached out to the Fraud department and was able to resolve the issue within 10 min. While Mr.Steel god knows what he was doing for 3 hours the previous day. So fraud suggested I go to the store and there will be no problem. But I really did not want to go to the store I tried doing it online but I kept getting an error message that I need to go to the store. So I went to the store hoping everything was fine. But unfortunately only one was available Mr.Clueless himself so had to work with him again. He kept asking other people what to do. Had no idea what he was doing. And again he told me there is a fraud alert on the account and they can't process my order without an identity check. So I called the fraud department myself in the store. After the fraud department told him there is no identity check. The other issue on the system came up which was not related to fraud. I asked Navile can he reach out to somebody to find out what is happening. He pretend he was calling somebody and just walked out saying I need to talk with Manager Deandre. When I asked him what we gonna do. He started screaming at me for no reason. He does not know anything even thou he was there the whole time and it's not his responsibility. Asked to talk to another Manager Claudia but no help as well. I asked her to help who we can reach to customer service. She said I have to do it myself and she not gonna do it. And had no choice but to walk away with no resolution...