Verizon — Local services in Ruidoso

The manager Emanuel mis represented my prior situation with the insurance and the upgrade. I told him that I didn't want to raise my bill and i didn't want to be tied into another device payment plan. I went in to see what was wrong with my old phone which was the google pixel 2 XL and one look at it and he said it was fried. I said okay well I have insurance and he said well here is the phone that you are eligible to get and pointed to the phone that I have now which he made me believe that the insurance would pay for it. He didn't show me how to use it and he said that it also came with another screen to attach to it and he didn't even ask me my address or anything. I than received my bill and by than the two week return period was over. My bill was higher than it was with an even higher insurance than before. I am so mad that he didn't do what i asked him to do. I told him that i was out of a job because of covid-19. And he saif that he understand and would do his best to help me save money. I asked him to do the insurance claim and made me believe that the phone i have now was an insurance claim. I called and talked to him and he said oh no i did an upgrade and just transformed the insurance over. I said that's not what I wanted and he said im sorry you are out of the return period. And so now im stuck with a device payment that i repeatedly told him i didn't want and no way to be able to pay for the increased bill. I am really disappointed with this place and how they have a manger that mis informs customers for his own advantage to get...

Went in a few days ago to see about upgrading to a new phone. There were a few people ahead of me and one person was being helped by who I can only assume was the manager (short chubby Hispanic girl, maybe 24 years old). This person, who I assume was the manager was being completely unprofessional. The person she was helping was trying to explain her situation and the entire time this manager was texting back and forth on her phone. The other employees were looking at her like they were embarrassed. She's the boss of this store and she can't put her personal business on hold to do her job. This wasn't like one or two messages either, this went on for a good twenty minutes. I couldn't believe it. The customer even looked confused and kind of embarrassed like her issue wasn't important enough to be addressed by a person who is payed to handle these things. I decided if that was the type of service I was going to receive I'd rather drive to a real Verizon store in Alamogordo where customer service matters. I suggest whoever reads these reviews to look into this matter. I understand you work in a phone store but when you have customers they should be your number...

HORRIBLE. I went in to see if I could get some assistance switching my phone over. There was a young woman there, speaking SO disrespectfully to an elderly couple it was hurtful to hear. It left me and the others in the store just looking at each other uncomfortably. I was waiting for the gentleman who was helping someone else. Meanwhile, the awful young woman had to make a call on behalf of the elderly couple. While on the call, she came over to me and asked what I needed. I told her and she a said I would be charged for that and I could just call customer service instead because she and the other employee were busy. She was snarky and rude on a level I can't even describe. I couldn't even bear to remain in the store. If that meant calling an 800#, calling a store in El Paso or calling ANYWHERE, it was better than being spoken to in this manner. The only thing I regret was not saying something to her about her mistreatment of the old couple. Shame on her. I won't step foot in this...