Verizon — Local services in River Forest

Worst customer service experience I have had in years, would not recommend.

Signs in store indicating they want 10/10 for their service. They earned 0.

3 visits across two days totaling over 4 hours.

Visit 1: approximately 30 minutes. Needed to switch a business phone number to a personal account. Sales person indicated no problem, I would need to have my company release the number (out of TCC's control). Walked us through the line we would add to existing family plan, indicated only iphone choices were an SE or a 12. No on the 12, didn't want to spend $800. Sales person says no problem, with adding the line you get the SE free. Cool, we're in, had to leave to get company to release the line.

Visit 2. approximately 2 hours and 30 minutes. Came back in because the company released the line. Sales person calls verizon to get the line switched. Was on the line with the first person for over 90 minutes. While it is true that it is out of TCC's control who answers the verizon phone, it is in TCC's control to recognize that more than 90 minutes for something that should take 15 minutes is crazy, and hang up and try again. Upon my repeated suggestions that the sales person do so, he finally does. Call back, 15 minutes later the switch is made. However, at that time I had to leave. Cool, come back tomorrow to finish the transaction

Visit 3. approximately 1 hour. Came back to pick up the phone, ensure the line was switched over, and be on my way. Different sales person. Asks me to sign a document. It included a document about paying for the phone. Question the sales person, as I had spent over 3 hours in their store the day before because the phone was at NO CHARGE. Manager gets involved. Says they want me to pay $400, because it's not a new line of service. I indicate that his people told me it was, and his people told me the phone was free. He says he can't do it. I say BAIT AND SWITCH. Manager says no, mistake. I reply train your people better, that's on you. He replies his people are trained well. OK, if they are trained then they know better and it's a BAIT AND SWITCH. Manager replies sales person today caught it. I indicate that second sales person didn't catch anything, because I was the one who caught it. Manager says he can't do anything except offer a discount on accessories.

If he believes that I would spend $0.01 more with his store after investing over 4 hours for a process that should have taken less than 30 minutes, and uncovering TCC's changing of the deal at the last second, he is sorely mistaken.

Icing on the cake? Leave the store with the phone, and it doesn't work. Have to go back into the store, where manager spends a few minutes fiddling with it to get it to work.

I recommend you be very careful with TCC, make sure that you understand everything that you are signing, and force them to be explicitly clear with what they are selling you. The customer service here was poor, and the product they ended with was not the product they started with, and it cost me $400 extra. Either TCC doesn't train it's people well enough, or they elect to do business in a way that gets people in with an offer of a free phone and then switches it at the last minute. I'm not sure which one it is, but both are fully in TCC's control, and you...

Jack and Shay each provided outstanding customer service, were very knowledgeable, and did their best to multitask and help multiple customers at once. Moreover, each exuded an air of politeness, humility, and joy in their work. Although I tend to stick with corporate Verizon stores, as I have previously run into issues being serviced at third-party Verizon service retailers, I gave this location a shot due to the high reviews and would not hesitate to come back here again.

My only suggestions for improvement would be:

1. For an employee to greet customers upon entering, instruct people where it might best to sit to await to be helped, and provide an estimate of how long one might expect to wait before being helped. Although I was happy to wait with nothing in particular going on, a customer came in after me, walked right up to the high-top table, and seemed to skip in line over several others of us who had already been waiting for some time.
2. Not assuming how customers would prefer their phones to be set up. An employee put me on the “Transfer from iPhone to iPhone” track without asking which option I might prefer, at which point I would have informed her that with 400 GB of data on my phone I knew from prior experience it would take 4-5 hours. Sure enough, after about an hour of waiting it still showed “4 hours remaining” to transfer my data, at which point I asked if we could cancel out what she had started so I could just set up the phone myself at home via iCloud restore as I would normally do. I understand that for the vast majority of people who aren’t great with technology, that would probably be the best option to select 99/100 times, but it might not hurt to ask in the future if someone has a preference or would like to take the lead on setting up their new...

Worst carrier ever! And scammers!

My entire family's phone plan has been with Verizon. A few months ago I received a call from a store manager and offered me an internet package. He promised me free 30-day trial and if I don't like it all I need to do is simply return the box back to the store. I picked up the box from the store, but the internet ended up being way slower than what I have so I decided to return it after a couple weeks. When I went back to the store, I was told I couldn't just return it to them, instead I had to go to a UPS store to drop it off there. I had no choice but made a separate trip and UPS was able to take the box and give me a tracking number. Fast forward to when my next bill is ready, not only I was charged for monthly internet fee, but also $220 for the missing box. I called customer service at least 5 times and each call is 1hr+ to revolve this issue. Every time I was told they would fix their mistakes but the charges just kept showing up on my account. I'm currently on the phone again with Verizon while writing this...

I cannot believe how horrible this company is now. I'm really disappointed with them and will cancel all services my family has as soon as the contract ends. Worst...