Verizon — Local services in Palm Bay

3 weeks ago, my mother and I had a terrible experience at this store and I cant get it off my mind. We both have the same phone and hers just stopped receiving and making calls. Luckily, she still has a landline and was able to call tech support. After nothing worked, the associate made a note in her file for her local store to replace both her an my SIM card at no cost ( since we have the same phones purchased at the same time). When we went to the store, the associate/sales man that was helping us kept trying to sell us a new phone because "the SIM wasn't the problem, it's an older phone and we needed new ones.". We didn't want a new phone. After insisting on a replacement SIM, as sated in her file, the associate activated an internal SIM in both our phones and took out the removable/replaceable SIM, refusing to replace the old ones, insisting that was "better anyways". The SIMs from our phones were trashed and we left with our phones working. That same day, her phone stopped working again for the same reason, she returned, demanding the replacement SIM stated to be replaced in her file. They tried to charge her $20.00 for the SIM because they said that it didn't say "free" in the tech notes. She argued and eventually they replaced it for free. The phone then worked and continues to work. The next day, however, I had that same issue with my phone and they again tried to sell me a new phone and insisted a new SIM wouldn't help, that the internal SIM they activated the day before was better. I insisted they replace my old SIM and they tried to charge me $20.00 for the new one because the there wasn't and old SIM to send back to the company. Remember, the old SIM from my phone was thrown out the day before when my mother and I were there. I asked to speak to a manager, and the associate I was dealing with miraculously found and old SIM to send back in place of the new one he was giving me. The SIM was replaced and my phone is still working.

I would NOT recommend this store! SERIOUSLY considering making all my future purchases online from now on, just so I can avoid all...

Subject: Concern Regarding Poor Experience at [Malabar rd, Florida]

I arrived at the store around 5:00 PM and was not finished until 8:49 PM, well past closing hours. While I initially appreciated the representative’s (Trey jones) attempt to help me secure a deal, the process quickly became confusing and unmanageable. He mistakenly opened a second line and a new account, but was unable to consolidate everything into the one line and device I requested. When the errors could not be resolved, he became visibly frustrated and insisted I purchase a phone with two lines, which was not what I wanted. Ultimately, I left without making a purchase.

Adding to this, as the time approached closing, the representative expressed frustration about still assisting me past 8:00 PM and mentioned that he would now be late for a football game. I felt pressured to make a purchase I did not want simply because the store was closing and he wanted to leave. This is not acceptable customer service.

In addition to the service issues, the employee made several inappropriate comments. He remarked that waitresses should not be tipped “just for bringing food,” asked me what “kind of girl” I was, and suggested I must be a tomboy because my nails were not manicured. Asked me if I have “multiple personalities”. These remarks were unprofessional, personal, and made me uncomfortable.

The next morning, I received a voicemail stating that I owe $1,099 for an iPhone. This is extremely concerning, as I did not authorize or complete any purchase due to the representative’s inability to set up the correct plan.

I am requesting: • Confirmation that no charges have been applied to my account. • Assurance that this matter will be investigated, particularly regarding both the account error and the employee’s conduct. • A follow-up to confirm resolution.

I have been a Verizon customer because of the company’s reputation for professionalism and service, and this experience fell far short of those standards.

Thank you for your attention to this matter. I look forward to...

LOVE this store, all the employees and mostly KYLIE. Everyone is always waiting to greet & assist you--- unlike other stores with only 1 or 2 employees where you must wait your turn... Kylie took her time & explained all with patience to us, a "more mature" couple, who are not so "tech-savvy". She basically did everything she could for us to set us up with Verizon, Apple and all. (of course) we had to call again once home & also stop by the store again another day as being new to an Iphone vs. android was a little different & confusing. BUT, each time we "bugged" her again.LOL, she was upbeat, had patience, helped us and let us know she or someone else there would always be willing to help us!!!! This store definitely hires people who care, have patience & are happy to serve us customers------------ KUDOS YA'LL , with special thanks to sweet Kylie!!! YOU WON"T BE SORRY SHOPPING HERE!!!! Gary & Linda/Palm Bay *PS--- FYI, this store is open many more hours than others are= so if your time is valuable, as most , it considers customers for their convenience **

Ok, its now a year later & still not being tech smart— — thought I had major problem until my early visit there where I greeted happily by all——especially, MATTHEW who eased my worries & was happy & glad to fix me all up!!! Matthew was very professional while being calming, considerate & promising to undo the mistakes I made..(which he did!) THANK YOU & KUDOS to you & I hope Verizon knows how lucky they are- to have an employee like...