Verizon — Local services in Rich Township

August 22, 2015 my daughter and I went to the store in Matteson, Illinois to try and obtain a new iPhone 6 for an iPhone 6 that no longer was in operating condition. After the salesperson took a look at it and confirmed that there was some kind of hardware malfunction. This iPhone was still under the year warranty but she has the “Total Protection” plan on the iPhone and was told that she would have to send in for a replacement. My daughter gave the salesman the address to where this replacement phone was to be shipped.

On Monday morning I received a tracking email from Verizon for the delivery of the replacement phone. Unfortunately, the salesperson apparently did not submit the correct address he was given by my daughter to where the phone was supposed to be shipped. I called the Matteson store and talk to the store manager, Mike Washington, as soon as the store opened. He then took the correct address again and said that he would take care of it. I said that it would probably take an extra day to reroute the package because of my past experience with FedEx and rerouting of packages. He called me back in approximately 15 to 20 minutes to say that the package has been rerouted and that it would still be delivered the following morning.

On Tuesday morning I received and updated tracking email from Federal Express stating that the replacement phone was on the truck for delivery but it was coming to my home instead of the address that it was supposed to go to. I called FedEx and tried to find out what had happened to the rerouting of the package. Federal Express told me that when a Verizon package was rerouted to a different address that it automatically gets sent back to Verizon's warehouse. I then called the Matteson store once again and talked to Mr. Washington and told him that the rerouting did not go through and that the phone was going to be sent back to the Verizon warehouse and not delivered to the address that he guaranteed he had corrected the day before. When he said he would take care of it he called back in approximately 20 minutes and said that I had refuse the package. I tried to tell him that I did not receive the package and that it was going back to the shipper.

He asked me why I did not accept the package. When I told him that I did not receive the package or refuse the package he said that when he talked to FedEx they told him that I had refused the package and it was being sent back to the shipper. I then called FedEx and on a three-way call had Mr. Washington and myself talk to FedEx and he was told that any package from Verizon being rerouted to a different address automatically gets sent back to the shipper. He then agreed to have another replacement phone shipped out overnight.

This phone, being my daughter's phone who uses the phone to run a business, did not have the use of her phone for four days. I gave every opportunity to the Mr. Washington to rectify the bad situation in a speedier resolution but he did not follow through. He said he was unable to do so because of company policies. Even though both a salesperson and Mr. Washington himself screwed up the delivery of the replacement phone.

I asked for some compensation and the best I was quoted was approximately $10. This was based on the line charges for my daughter's phone for four days. Not only did my daughter lose four days of trying to run a business by contacting her suppliers, clients and other personnel for work at the business I also spent time trying to correct errors that the Matteson store personnel had created. They were there for the purchase of 4 phones but beware of their service...

PLEASE BE AWARE OF THE SCAMS THIS STORE PLAYS ON THEIR CUSTOMERS!!! PLEASE BE AWARE!! I WENT IN TO HAVE MY REPLACMENT PHONE SYNCED. MARY, THE SALES GIRL TOLD ME IT WAS THE LAST DAY TO GET A LG TABLET FOR $100 THAT WAS WORTH $299! WOW, WHAT A DEAL! I BOUGHT TWO FOR CHRISTMAS PRESENTS. LITTLE DID I KNOW AND SHE DID NOT TELL ME THAT THE TABLETS WERE GOING TO BE A CONTRACT WITH A NUMBER ATTACHED. MY BILL WAS FOR OVER $500 WHEN ALL WAS SAID AND DONE. I WAS OUTRAGED!! WENT BACK TO THE STORE (SUNDAY 9/6)WITH THE UNOPENED TABLETS AND WAS TOLD A MANAGER WOULD CONTACT ME TUESDAY(9/8). NEVER HAPPEND!! WENT BACK TUESDAY AND WAITED AN HOUR FOR THE MANAGER TO ACKNOWLEDGE ME ("VICTORIA" WHO NEVER CALLED) TO TELL ME "YOU CAN RETUN THE BUT HAVE TO PAY A RESTOCK FEE OF $70" AND WALKED AWAY.I TOLD THEM I WANTED ALL THE FEES REVERSE. THEY JUST LOOKED AT ME AND HANDED ME A RECEIPT FOR THE TABLETS. I CALLED VERIZON THE NEXT DAY, HAD PAM ON THE PHONE (SHE WAS AWESOME), SHE CALLED THE MATTESON STORE AND SAID THEY FORGOT TO PUSH A BUTTON TO RELEASE THE CHARGES. HERE WE ARE TODAY (9/11) I GUESS VICTORIA STILL DID NOT HAVE TIME TO REMOVE THE CHARGES FOR I HAD TO CALL AGAIN TO CUSTOMER SERVICE. FINALLY AFTER BEING ON THE PHONE FOR AN HOUR THEY HAVE REVERSE SOME CHARGES. HOWEVER $20 MORE HAS BEEN CHARGED FOR SERVICE FEES. SO I AM OUT $90 FOR TWO "$100" TABLETS THAT I DONT HAVE! NOW IF THEY DO THAT TO ALL THEIR UNSUSPECTING CUSTOMERS THAT ARE EXCITED ABOUT A DEAL THATS NOT A DEAL, WHAT A RACKET!!!! DONT SHOP THIS STORE! OR YOU BETTER TAPE AND...

I came to this store with a friend of mine, not looking to switch services. I had my past service for about 8 years and was happy with it. However, the customer service rep, Terazzo, was AMAZING!!

My friend and I changed services to Verizon. Terazzo was the most knowledgeable young man. He showed us products suitable for our individual needs; he assisted both of us in changing services; he answered all our questions patiently; and we both received available discounts.

I’m very happy with my decision to switch services to Verizon. My monthly bill is much less than my other service WITH the addition of my new iPhone 11.

He also helped my husband switch services (he has the new iPhone and his monthly bill is also lower than his previous service).

Thank...