Verizon — Local services in New York

Honestly the best and most helpful Verizon store I’ve ever encountered.

My story: I’m a handyman from Long Island. I was in Manhattan handling a recall on some A/C units. I don’t know the city well, and my phone was dying — but for some reason, it wouldn’t charge with a regular cable. I was stuck at 4%, trying to figure out how to get out of the city. No way was I making it on that.

I needed a wireless charger. Fast.

I went into the first Verizon store nearby, told them my situation, they basically shrugged and said, “You can buy one for $69.99.” No charger use, no empathy, just business. I told them I didn’t have my wallet (left it home), and they still wouldn’t help. To make it worse, they even told me the other Verizon store (the good one this review is for) probably wouldn’t help me either, and that I should just go to Best Buy for a cheaper charger. Real helpful, right? Couldn't just let me use a wireless charger for one of the display models that's out.

And on top of all this, I couldn’t even pay for parking—because in Manhattan, you need an app. And guess what? My phone was dead. I was trying to avoid a parking ticket, figure out directions, and manage it all with a prosthetic leg. 🦿Not anyone’s problem, but telling me to walk to another store instead of just letting me borrow a display charger? C’mon.

Anyway, I make it to the second Verizon store (the good one). I walk in, and they immediately recognize that I’m having a day. I tell them what happened, and they welcome me in. Let me use a wireless charger. Pulled up a chair. One of the reps sat with me and just chopped it up about a bad day he once had.

Then the second rep (pretty sure her name was Hibba) steps in and goes all in. She lets me apply a new wireless charger to my account, so I can just pay for it with my next bill. Then she does a deep dive on my account, and I mean she mathed the hell out of it for me, and howed me how I could save money, pay off a device early, and exactly what my bills would look like after. All without me asking. Just pure above-and-beyond customer service.

They charged my phone. Got me a new charger. Gave me directions to get out of the city. And handed me a promo card for 50% off a food delivery service like Uber Eats.

This store is 1 hour and 45 minutes from where I live — and I’m seriously considering going only to them from now on.

They weren’t just doing their job. They were making sure I was okay.

In NYC, where kindness is rare, this place reminded me real people still exist. I hope anyone reading this gets the same...

Generally unhelpful on a visit on Thursday Jan 27th in the afternoon. Associates made lots of assumptions about my family's account without looking at the details that were right in front of them. I went in to do a trade-in at the recommendation of my father who did so at an upstate Victra location. When I told them my dad got a better trade-in deal and was told by management that same deal would extend to me through the end of the month, they told me it was typical of the upstate stores to make promises like that and that nothing could be done. I told them my family was paying less than I would be and they said "Oh they probably got 128GB of storage, and did the deal last month" in spite of the tablet in front of them showing three new 256GB phones purchased within the last two weeks. When I pointed this out, one of the employees condescendingly said "Oh it's always 'two weeks ago'" as if he couldn't see the date of the upgrade right there before him, and he called after me as I left saying "That's why you should do it all at once next time!"

An absolute yikes of a customer service experience. As someone also working in retail, I know it can be rough, but I felt talked down to the...

I have never been treated worse by a Verizon Wireless employee or any representative of any big company before. Store Manager, of all positions, Kristal Rodriguez, couldn’t have been more unhelpful to me. I was activating my SIM card in the store, and had to wait on hold with Verizon Support to do so. When I was finally speaking with a Verizon Support rep on the phone, they let me know they’d needed to call the Verizon store number I was in to walk me thru the activation process on a different line than the phone that needed the activation. I asked Kristal for the store # and she gave it to me. I had to ask her for it again, because the rep couldn’t get thru to the store, and Krystal gave me a business card and said “I wouldn’t lie about the number”. Long story short, I had to walk home to use my fiancé’s phone to finish the activation. Upon complaining about her to Verizon headquarters, they said she should have known that calling the store number routes the caller to Verizon Support (since her store is a smaller location), so she was leading me and the Verizon representative down a dead end. It...