Verizon — Local services in Orleans

I was vacationing in Provincetown, MA when I had an unfortunate mishap with my phone—it was beyond repair. Being hundreds of miles from home without a working phone left me feeling lost and hopeless.

I called and spoke with Harrison, the store manager, who was upfront and honest from the start. He carefully explained all of my options, what might work, and what might not, before I committed to making the 45-minute drive to the Verizon store.

When I arrived, he could immediately see how anxious I was. He went above and beyond, doing everything possible to help. The gods must have been on our side, because he was able to get me up and running with a new phone—it felt like a miracle. He made sure I walked out of his store as stress-free as possible, and he certainly delivered.

Later that evening, I ran into another issue: my iCloud didn’t back up properly, and in trying to restart it, I accidentally deleted my eSIM card, leaving me once again with no cellular service. I called Harrison (the saint!) back, and he told me to come down—he would fix it. True to his word, he did.

I’m truly grateful for his patience, honesty, and persistence. Harrison was a lifesaver and helped pull me back from the ledge during a really difficult moment.

If you’re looking for outstanding customer service, someone incredibly knowledgeable and patient, and an overall spectacular experience—this is where...

UPDATE - We went to Verizon in Hingham where the manager went out of his way to help us with this issue. He suggested we call the manager Harrison and provide him with his contact info in order to discuss how to override the $100 restocking fee (which again was never discussed with us). We have called twice and both times they stated that "Harrison is here and on another line and will call us right back". No reply. Clearly he is delaying so we cannot return the product. Terrible customer service.

DO NOT buy from this store. I have only given one negative review out of many to local Orleans MA businesses. This store management is horrible. Bought new IPhone 13 and talked us into buying a new IPad. Went to return the iPad within 24 hours and was told there would be a $100 restocking fee. Package never opened and restocking fee never mentioned. Brought the same IPad to the other Verizon store in Orleans and they explained their fee is $50 and they wave if your an existing customer. Since we did not purchase at their location he suggested going back to this retailer and he would easily over ride. When I mentioned that the manager told me “it’s not that easy”… basically told me to leave the store or give him $100. Please Do Not support this local retailer when you have an option on Main Street where the customer service is...

I was sold a case for an iPhone XR which did not fit the phone - it was too big. When we tried to return it, I was told that the time period to return items had come and gone. Apparently, making an appointment or waiting outside while maintaining a distance of 6 ft apart, I was supposed to know their return policy or have taken the time to read the fine print return policy attached to the counter. There was no consideration for selling me the wrong item as a Christmas gift, or that Covid is going on or that they were closed for “technical difficulties” for several days. They said they were only closed for 4 days. We made 2 trips (40 minute drive each way) to see the sign on the door both times. Apparently, it’s my fault for not coming sooner, or calling sooner and it’s totally ok that I’m out the cost of an Otter case that the manager admitted he gave me in error and that I have no use for. Totally unacceptable...