Verizon — Local services in New York

I visited this location while I was on vacation with my family upon entering the location I was greeted by all of the customer service representatives it is I came in because my phone was broken a lady by the name of Destiny cherry assisted me with getting a new phone. She saw that I was from Georgia and began to talk about how she wanted to move to Georgia she said that she was tired of working at Verizon and she also worked in the strip club and bartend and wanted to move to Georgia for a new start. I encouraged her to hold her that yes, you should move just for a new start. She began telling me ways to save money on my plan and that I should upgrade all of the phones on my plan I told her no I only came in for one phone because my phone was broken. She began to place different phones on the counter basically enticing me to buy other phones I told her no I just wanted to get my phone and start my vacation. I agreed on a phone and a case. While she was completing the order she put her personal number inside of my phone. An hour after leaving the store she sent me a text message asking me when was I coming back to the store to purchase new phones I told her that I would think about it because I wasn't sure if I wanted to add new phones to my account. The next morning, I received another text message from Destiny asking me if I made up my mind. I am on vacation and the last thing I wanted was to be harassed by a Verizon representative. Later that night, I saw changes to my bill that I did not authorize. She added 3 additional lines to my account. I sent her a text because I felt it was okay considering she was hounding me about getting additional phones. She never responded to my complaint. I told her I would come in the next day to speak with her manager.

I entered the store and sensed a different vibe from her asking the other rep. They did not greet me they said, "how can I help you" as if they were waiting for me to come in. I explained to them what the problem was and their response was well didn't you get the breakdown sheet I told them no. She rolled her eyes at me several times. Her attitude was very aggressive. I told her I wanted to return the phone and I needed the manager. Her and the rep walked off and the manager walked out. As I explained to him the issue. Destiny, walked over with an attitude being extremely aggressive. We exchanged words. The manager asked Destiny to step away to defuse the situation. I told him 1 bad apple spoiled the bunch. He tried to offer a solution but at this point I don't want to do business there. He started the return of the phone but as he was doing so, he was texting Destiny laughing about the matter. So unprofessional. Destiny cherry ruined my vacation and my experience with Verizon. I will never do business with Verizon again! I will be reporting this to the BBB and filing a corporate complaint. I have already...

Horrendous customer service from this terrible place. Negative stars would be more appropriate. Staff and management were both unprofessional.

There is a weird long wait in line to speak with an agent at the store while many employees are lounging around, hunched over the shelves, playing games on their phone.

The agent who called me was rolling her eyes and pouting before I even sat down. She had the demeanor of a moody 8 year old, was rude and absolutely emotionally draining if you know the type. When I explained my situation to the agent, she was unable to ask any helpful clarifying questions and went on to add a new line to my device without my request. I kept re-explaining that I had activated a second line on my current device with an agent over the phone late last month, taking advantage of a promotion that covered the cost of the line, but the number itself never activated properly and I just wanted that fixed.

At first she kept repeating the same questions with the same answer- she clearly was not listening. Then, she kept trying to add a new line while saying I would have to call customer service to cancel the unsuccessful line that was still on my account which I was being charged for. I asked if she could ensure that the new line she wanted to activate was honoring the promotion I had already contracted with Verizon. Instead of using her words to communicate, she continued on her iPad, making changes to my account without telling me what she was doing. We went on in circles like this for an HOUR. During this time she also picked up her personal phone to text after every other click while trying to set up my device.

Near the end of the session, she asked me to verify my new Verizon bill which included an additional $30 monthly charge - clearly she still did not understand that I was trying to fix a promotion that I contracted with an agent. Again, I reminded her that the promotion covered the line entirely and there should not have been a monthly $30 charge.

She finally pulled the manager who, without asking any questions himself, rudely told me that it was not possible to honor that promotion at this time since it's expired. I tried to let him know that I had already contracted this promotion and it just never went through properly. He interrupted me to let me know that only customer service via the phone would be able to help me -AFTER AN HOUR OF WORKING IN CIRCLES WITH AN INCOMPETENT AGENT.

The agent should've told me from the start that she could not resolve my issue in person instead of wasting an hour being nasty. Not only did the staff members fail to triage my request properly, they were also rude and condescending. What an upsetting hour of my time spent that could have been a simple referral to the phone service desk....

If I could give zero stars, I would. This was by far the worst customer service experience I've ever had. From the moment I walked into the store, I was met with hostility and rude behavior, and this was coming from the store manager himself, who acted more like a petulant child than a professional.

My account had already been set up by a family member in another state, so all I needed to do was pick up my phone. Instead, the manager made the process unnecessarily complicated (likely in an attempt to earn extra commission) and sent me home with a refurbished phone without ever disclosing that it wasn’t new. I had paid full price for a brand-new device, and he sneakily gave me a refurbished phone.

When that phone started having issues, I went to a different Verizon store (even though it was further away) just to avoid dealing with the first location again. At this store the manager informed me that the phone was refurbished, and was quite surprised that I was unaware. Unfortunately, I still had to return to the original store to process the return. The manager there completely mishandled it, forcing me to redo the transaction entirely at the second store.

When I returned to pick up my replacement phone the next day, I had to wait eight hours because the first manager had not only botched the return, but also revoked my account permissions, even though I had been listed as an authorized user just the day before. This meant I couldn’t complete the purchase without the account holder physically present again.

The manager at the second store, who was incredibly helpful and professional, even told me this kind of situation with that specific manager happens frequently, which is a shocking reflection on Verizon's standards for leadership.

Verizon should seriously reconsider allowing someone like this to represent their company. His behavior was not just unprofessional, it was intentionally obstructive and...