Verizon — Local services in Palm Beach Gardens

I went to the Verizon store at the Gardens Mall in Palm Beach Gardens, Florida Saturday, April 26, 2025. I went there an hour before they were supposed to close. I had a young gentleman named Charles help me with my phone because my screen went Black.. and then after taking off my cover I realized it was totally smashed on the outside. Charles was so helpful Informing me about my options… Of getting a new phone or sending this one back to be refurbished etc. etc. he was so amazing. He took the time to teach me a few things about my phone, etc. he was so knowledgeable about the phone. He was so patient with me and waiting for my new phone to be updated. He is an amazing young man. He actually stayed at his store an hour after it closed helping me reboot my new phone, etc. I’m 60 years old and I’m not techie smart. Charles helped me learn a few things and options with my new phone.He helped me with everything. he was such an amazing Verizon employee. So sweet, so kind and so knowledgeable I will also have to give A huge shout outto His manager, Renee. Renee was also so awesome and they both stayed over one hour after the store was supposed to close. They both were so sweet and calm knowing they’re staying an hour after the store closed and they were not going to be compensated for it. I kept saying it’s Saturday night you two young men should be going out and having some fun. But they stayed with me and were very pleasant about it. You have two excellent employees there and I hope they get a raise in their salary. Seriously, I was so shocked that these two young men were so nice and calm Polite, sweet everything else. Knowing that they were staying in our late after work without getting paid. They were...

Wife bought a brand new iPhone, we bought tempered glass screen protectors for our phones. The sales rep told us I’f they crack just bring them back into the store and they would replace them free of charge. 1 month later We were at the mall and my wife’s tempered glass had cracked. The owner of the authorized Verizon retailer was there. He told us that they don’t replace the screens, essentially accused me of lieing. When I asked him to look up my sales rep on his system, he refused. He said they replaced all of their sales reps and he would do nothing for me. I was furious and about to leave when the sales rep that sold us originally walked through the door. The manager confronted him, the sales rep backed me up, and said it was true.

The owner replaced the cracked tempered glass, but I believed only because I could prove it on the spot. What a coincidence that the sales rep would walk in just a the right time.

The owner was too proud to apologize, but assured me that if either of our tempered glass cracked again he would take care of it.

Fast forward to 2 months later both my wife’s and mine are cracked. Went into the store to have them replaced, and they said they don’t replace them. I told them the story, told them to call the owner and they refused.

At the end of a day a company is only as good as their staff. And this place’s staff, management and owner are ass hats.

Don’t deal with authorized retailer stores, you have 0 protection and they could care less about you.

PS. to the owner you see my name, I’m not hiding. My wife’s first name is Allison, who the accounts name is under. I’m happy to take edit this 1 star review if you actually do the right thing.

I’m not...

I highly recommend you avoid this store. The complications in upgrading a phone led to a cumulative waste of 4 hours, over the course of 3 separate visits. I don’t know if this is due to this store not being a Verizon owned store (but instead an ‘authorized dealer’) or if it’s due to the representatives’ lack of system knowledge; but overall this experience has been horrible. As some of the other reviews also suggest, I seriously encourage you to not waste your time at this location and perhaps any other Russell Cellular or other ‘authorized dealer’ locations.

Additionally, after the second visit (which we left after waiting for over an hour and a half with still no solution) our phones service was ‘accidentally’ disconnected for an entire day (still having not received the NEW phone upgrade, which was already paid for) we called in to ask to speak with a manager and were hung up on.

We then tried calling back 3 times throughout the afternoon and the customer service line which acts as a middleman between you and the store you’re trying to connect with, but were never able to get through to the actual store.

To whom it may concern, I would also recommend you stop posting your generic ‘we’re sorry about your experience’ post. It doesn’t help and shows your lack of care to genuinely address the concerns of...