Verizon — Local services in Pooler

I am disappointed and disgusted at the treatment I endured at the Verizon Pooler store. Don’t go here if you value your money or time. I came here to file an Asurion insurance claim after dropping my phone. Alicia instructed me to file it on the store’s laptop. I received the notification that I would have to wait 11 days for a repair tech (not remotely reasonable!) This is not what I remembered from the last time I filed a claim, so I inquired about the express option where you pay an extra deductible ($99) and receive a replacement phone within 24 hours. I was informed that this was not an option, and my only other option was to buy a new phone.

Unfortunately, there was no way I could wait 11 days, so I purchased the new phone. Alicia was minimally helpful with the set-up, and sneered and laughed at me the whole time. My data restore was incomplete.

Subsequently, feeling something wasn’t right, I called Asurion to ensure that I had in fact done the right thing. It turns out I did indeed have the option to pay the $99 and get a replacement, so that is what I then did.

I subsequently complained to Verizon online, having no desire to return to that store after their poor treatment and dishonesty towards me. I suspect Alicia was more interested in earning a new phone commission instead of actually helping me.

Both Asurion and Verizon were very upset and shocked when I reported the matter to them, and Verizon ultimately sent me a return label to return the new phone to them, so that I didn’t have to deal with the store again. I did this but, after I saw that Verizon received the phone a week ago and I was still waiting for the refund, Verizon online advised me to go to the Verizon Pooler store and ask for the refund as Verizon online had annotated everything in my account, and they were actually waiting for the store to issue the refund. Manager Ismail was not in the least bit helpful, didn’t care when I complained about what had occurred with Alicia, refused to even look at my account and, to top it all off, Alicia came over to sneer and laugh at me and interrupt my conversation with Ismael to the point where he had to ask her to stop interrupting us.

What really irks me is that I filled out an email survey for this store, and was then promised that a manager would reach out to me within the next few days. Nobody ever did.

I wasted so much time and money because of Alicia’s dishonesty/incompetence. Thankfully, Verizon online finally refunded me, although apparently it should have been the store who issued the refund, and it was a credit to my account instead of the credit to my credit card Verizon online had originally promised because the Pooler store refused to get their act together.

The most important thing that I learned from this whole unpleasant interaction is that, even if the store calls themselves Verizon, they are not necessarily directly connected to Verizon. So be very careful whenever you go into one of these stores. This one is neither trustworthy nor...

Terrible customer service and poorly trained employees at this store, I had two negative experiences in 5 days.

First, I upgraded my phone online and selected to pick up the new phone through the express pickup at this location. The store didn't have it in stock (OK, that happens) but this store marked my order as "customer didn't pick up" when they should have contacted me to say they don't have it in stock and cancelled the order differently. That caused major issues with my account in their system. I called the very helpful 1-800 customer service and it took them (and me) 1.5 hours on the phone to fix the mess that the store created, just because they cancelled my order incorrectly. My new phone arrived quickly by UPS.

But then, it came time to turn in my old phone at this store for the trade in credit. This store, although a corporate Verizon location, did not know how to process a trade in. They handed me a box and said to call customer service to get a return label. They could not take a trade in or give me a return label.

My advice: AVOID THIS LOCATION AT ALL COSTS and do everything via phone/web/mail order - those customer service reps actually know how to help customers.

Be better, Pooler Verizon, you have TERRIBLE CUSTOMER SERVICE. If it weren't for the great phone customer service agents I would have taken my business...

I’ve NEVER had a positive experience at this location. Rude employees, not willing to accommodate customers. Incompetent management on the store level (Tanja Thaxter) as well as district (Eddie Jones). There isn’t the space or time to detail all the aggravation this location has caused for me, my family and business associates. As painful as it may seem to drive to location on Abercorn please do so or better switch service providers!!! This store manager told me that you couldn’t schedule appointments online (which is a lie- you can), she also incorrectly stated that no one can be authorized to pick up a device unless the account holder personally drives to the store to authorize it (also a lie). She is rude- she allows her employees to be rude. There is no sense of urgency unless someone is purchasing a phone so they can get commission. No customer service- no knowledge of the products and services they offer- the list just goes on and on. Be prepared to waste hours of your life- even having to shut down small locally owned businesses simply to PICK UP a phone, you will be lied to repeatedly- charged incorrectly for products and when you call them out expect even more rude behavior from the store manager. How she or any of them even have a job...