Verizon — Local services in Newton

I highly recommend staying away from this store, and finding a Verizon corporate store instead. I purchased a new iphone here in December, and left to set it up at home. When I reviewed my receipt, I noticed that I was charged a $45 set-up fee, despite setting my new phone up myself at home. I also noticed Verizon Protect had been added to my line for $17/mo without my permission. Luckily, Verizon (not Cellular Sales) quickly reimbursed the charge for Verizon Protect and removed it from my account after I let them know what happened.

When I reached out to Cellular Sales to have the set-up fee reimbursed I was met with a complete lack of accountability. I was told that my sales rep, Marlen, had to be the person to reimburse me, and that he would get in touch. He never did. Then after multiple more calls, and being left on hold for an extended period time, store manager, Eddy, assured me that the reimbursement would be processed. That was in December. I never received the reimbursement. I've called multiple times again since, and Eddy let me know that my reimbursement was never processed the first time he told me it would be, and continued to promise me he would get in touch with Marlen to get my refund sorted. I was told I would see the reimbursement in my account this week, and again it wasn't there. And for a second time I was told he and Marlen never processed it. It has been a continuous loop of promising a refund and then not actually doing it.

If you are looking to be charged undisclosed fees, have services you didn't ask for added to your line, and to be repeatedly told you will receive a reimbursement that they keep forgetting to put through, this is the...

Worst. Experience. Ever. And while most VZW stores are renowned for their up-sell haranguing, this Needham St. location crosses the line to deceitful and despicable. The sales rep, Voury Gong, was unprofessional in his flirting even after I asked him to stop asking me personal questions. He lied when I asked about accessory compatibility for the new iphone I was buying and when I fact-checked him on the apple website and pointed out his error, he just talked faster and smiled brighter. 3 times I asked if my data would be transferred for free to the new iphone I purchased and 3 times I was told yes...of course! Upon paying for my new phone, a $40 charge was added for the transfer. I objected and the "manager" stepped in and asked the problem, which I relayed to him. Self-proclaimed manager, Zach Schwartz insisted his rep would never tell me it was free and stated the charge was "standard". I said I specifically asked 3 times because I'm on a limited budget. The rep now stepped forward, put his finger in my face and insisted I was lying. I asked him to respect my space and remove his finger. Then the young flustered manager again backed his rep and stated that I was being abusive in my language. I certainly was not. Two guys double-teaming a female client with nonsense and I'M being abusive. Zach Schwartz is a joke. I hope the regional manager will take to video surveillance and correct this unprofessional manner of VZW employees. I've since checked and data transfer is free at other locations and at the apple store. SPARE YOURSELF THE FRUSTRATION AND NEVER SHOP AT THIS...

I couldn't be happier with the service of this location. My iPhone had stopped charging. I went to the so-called apple genius bar at chestnut hill where I was told the charging port was too corrupted to function. They tried to sell me a new phone. When I asked for other options they told me to find a gofixit place that may or may not break my iPhone. I said that during these difficult times I simply could not buy another phone right now. They shrugged their shoulders and told me they were sorry but there was nothing I could do. I was really frustrated and upset figuring I would have to learn to go without a phone for a while. I went to this Verizon location to see what kind of deals I could get if I were to buy a new phone. The service rep looked at the phone and said, "why not just buy a wireless charger?" I said that I didn't realize iPhone 8s could use that technology. He said, "You're in luck. 8 is the first generation that IS wireless charger compatible." We tried it out and of course it worked. So, I ended up with a roughly $50 rather than $800 bill. Wow! Why didn't Apple tell me that my phone worked with a wireless charging station? Well, I'll let readers be the judge of that. I am so so grateful for the Verizon store's rep willingness to listen to what I really needed and problem solve with me. I am very likely to go to that store when my budget allows for the purchase of a new phone. I rarely have good things to say about telecom or data services, but in this case, Verizon really...