Verizon — Local services in North Kingstown

The service itself is excellent. However, dealing with Verizon corporate has been nothing short of Kafkaesque. After spending hours reviewing a contract that was unequivocally presented as a trade-in offer, I was stunned to find the agreement reclassified—post device receipt—as an early upgrade, immediately triggering the associated purchase amount.

When I attempted to resolve this, I was denied access to a human representative—an ironic twist for a company that ostensibly prides itself on customer service. I’ve maintained an impeccable billing history for over five years, during which I’ve received plenty of empty gratitude. Apparently, loyalty is only acknowledged when it’s convenient.

Now that I’m locked into a three-year contract, perhaps the assumption is that I can be treated with indifference, as if contractual obligation nullifies the need for basic accountability. If I were a high-conflict customer, I might understand the impasse. But I’m not—I’m simply a long-standing, paying customer bemused by the sheer dysfunction of this process.

It’s a remarkable case study in how to undermine goodwill with methodical inefficiency.

Sears was the leading retailer in the U.S. from the 1950s, and its decline serves as a cautionary tale: they stopped putting the customer first. While the customer isn’t always right, the real mistake is failing to listen—especially to the ones who ask for the least and remain consistently loyal. Those are the voices worth paying attention to.

It’s beyond frustrating that I even have to put this much energy into writing a review. I just want to use my phone—nothing more, nothing less. Verizon, as a brand, holds no personal significance to me, and yet somehow it’s managed to become a source of real irritation. I shouldn’t have to care this much just to get the service I’m paying for. Verizon positions itself as a premium mobile provider, yet the service I receive is nothing short of laughable—a masterclass in overcharging for mediocrity.

With Verizon, you pay for a premium...

Well, 5 years ago I gave this location 5 star review and touted it as the best location in the state. What a turn around tonight. I went in a little before 6 pm, told them my wife and daughter came in Friday. My wife upgraded her phone and added our daughter to her plan, I wanted to see what offers were available to add me to the plan. she said she would put me in the queue, there was 1 person ahead of me, and i should have my wife add me as an account manager. Called the wife, she tried to add me but it said "your device is too new to add a manager". So I got her account number, pin and password. And she was ready at home if we needed to call her.

So I waited, and waited. Very patiently. I walked around and checked out the options and never made a peep.

Roughly 100 minutes later I was finally called up. I was told there was nothing they could do because I wasn't an account manager. And then I said my wife tried to add me but she couldn't I have her account number her pin her password and you can call her. So the girl went and checked with the manager and the manager said I can't be added for 30 days after my wife had upgraded her phone. So the entire 100 minutes that I waited they knew that information but I was never told up front that it would be a requirement. So my patiently waited for over an hour and a half for absolutely nothing. I was a Verizon wireless customer for 23 years. For the last 13 months I tried mint mobile and I actually really like mints coverage. But their customer service is terrible so I wanted to give Verizon another chance. Now I remember why I left Verizon 13 months ago. Thank you for the reminder, happy holidays...

I am going to give 5 STARS to select employees of this branch. Christopher Rheines Doranya Sao

My cross-body phone/wallet combo was stolen on Halloween. I spent a good majority of the next day online with Verizon. I was trying to hook up an old phone. I had a bad sim and they told me to go to a store to get a new SIM. I went to (2) authorized dealers and none of them had a SIMs. I was told by Verizon to go to a corporate store. I drove 40 minutes to the North Kingston store, with my 2-year-old. A customer service rep attempted to help me but when told them my photo ID was stolen as well, they said there was nothing they could do "we are all on video here, I can't even give you a SIM, to take home". I did have a copy of my ID on my laptop and credit cards, listing my full name, and a utility bill. Despite this, the customer service rep and manager provided no solutions. I was about to cancel my (2) lines when 2 other reps chimed in and came up with solutions. Christopher suggested I can go online, apply for a new RI ID and get a digital copy immediately. He took the time to help me with this process, right there in the store. Doranya was extremely helpful, she entertained my 2-year-old while I was filling out the online DMV application. I can't thank these (2) employees enough for going above and beyond that day, thinking outside the box, and offering solutions. They truly saved my...