Verizon — Local services in Sahuarita

UPDATE

After making phone calls and sent an email, Alejandro the store manager reached out to me. He let me know that he had gone over the situation with his staff to get to the bottom of the issues I had mentioned. He had also mentioned that he had talked to his staff about their customer service and they are making changes to better provide for their customers. I was happy to hear this news. He then walked me through some misunderstandings I had as he takes these issues very serious. If one of his staff had done any wrong doing he was going to fix it. We went through what should have been better communication from the staff member explaining things to me when I was lead to believe walking in to the store of what I should be getting. I will say I am still not very happy that I was lead to believe one thing and got another. But Alejandro did explain things to me and I understand. I really appreciate that Alejandro looked into this issue with detail in mind and even made changes to how his staff is doing thing to make sure customers are greeted and given the best customer service offered. I will be giving Alejandro a second chance to earn my loyalty as a customer. Leaving the original post below for anyone who cares to read my rant and see that Alejandro cares about his customers and will take the time to make it right with in his power.

Horrible customer service. Negative star.

First off if you are lucky enough to walk in to the store and have a staff member greet you they are probably the one that is already helping someone. The staff members that are not helping anyone will refuse to help you and won't even look up to greet you. Over heard one of the staff saying, " I am doing inventory and can't help you" as he proceeded to have a personal conversation with another person. I went to the store to set up a new line and trade in my old phone and get something new. After setting up my new line and picking out my new phone the sales person asked if I would be trading in my Galaxy S8 (Verizon phone) I told him yes and what deal I could get for doing so? He said he could give me a screen protector, phone case, and extra charging cable for the trade in. Not really thinking about it fully at the time of how bad of a deal that was as I was dealing with my cranky two year old and just trying to get this done to take my son to eat. Finished the deal, paid for a new Galaxy Note 10 in full and left the store. After getting home and reviewing everything, found out that the "FREE" screen protector I was given I am paying $17.99 a month added to the bill. Then thought about the trade deal I was given. Went to Verizon's web site and looked up how much a Galaxy S8 with no defects trade in with a new line activation would have been. I was surprised and very upset to find out that my trade in was worth $450 trade in credit.So feeling lied to and ripped off I called the store to ask questions and get this fixed. Just like the customer service I witnessed in the store I should have known that no one would answer the phone. After a three time of calling still no answer. So Monday, I stop in the store on my lunch brake to state my displeasure and still, staff too busy to help. SO, I look up customer service information, find a customer service email send a msg in detail of my experience. Guess what, no response from either. For anyone looking to do business with this store I would recommend not to and take your business to someplace that cares about...

Horrible customer service !!! Unprofessional, rude and lack of customer care and confidentiality, I suggest driving further up north to a different store. Save yourself the time and actually get the issue resolved in a kind and professional manner. I was not acknowledged or greeted. Even after one of the employees walked past me 3 times. The other employee walked over to the center table where another person had walked in, sat and waited, she didn’t get so much as a “hello, or a have you been helped, checked in, the reason for your visit, the wait time,” nothing. ( No one was greeted the whole time I was there). I had to jump in to tell them I was next in the queue because he skipped me. About 45 minutes later, I get called up, barely get a sentence in, when the girl rudely cuts me off to answer her cell phone, not even excusing herself to do so ; apparently it was her manager, Abe. Im standing there listening to everything (that’s how I got the name). She spoke about the person who had just left and how the customer was “irritated,” this and that. I gathered a lot of information from her full blown phone conversation, which is very unprofessional and the lack of privacy and respect for both me and the customer was unbelievable. She seemed annoyed and unsure about my follow up questions and very quick to pass me off to a different store. All while the other employee is still having a long casual conversation with his customer for what seemed forever. Even the client mentioned how the other rep was already on like her 6th person and they were still there trying to finish up. I drove up from a different city 40 mins away, only to be sent to another city 25 mins farther away. I waited for about an hour for them to be rude, unapologetic and unhelpful, they didn’t even try to provide further assistance. This could have been easily avoided, if acknowledging their customers properly and providing more attention were present. Wasted my time...

TL DR - Not impressed with staff and how they conducted business as a phone retailer.

I went into the store to receive 2 phones that were ordered. Had to wait in the lobby for over an hour just to find out the system had an error and only 1 phone had arrived. The staff gave me the store phone number to call them the next day to verify both phones arrived. The phone number given, listed publicly here, does not in fact call the store directly, but routes you to a call center. Every time I called they said no one in the store will accept the transfer. I went back into the store the next day regarding my phones. Once again, had to wait roughly 50-60 minutes. One of the two clerks had already recognized me from the previous day. Told me they had to wait a duration of time to open the safe for me. (I get the idea of security but why not briefly take the time to start the process, you know, multi-tasking?) Once the clerk said the safe was open and could retrieve my phones, she took my old phone to the back and promptly disconnected the 2 lines. Didn't ask for consent or even give me a verbal notice that she would do so. The clerk returned from the back area roughly 20 minutes later to say she has started the wireless transfer of my data and it would be another40-60 minutes. Again, no heads up. I could have at least either paid for the 2 new phones and done the data transfers myself at home if presented a choice. Or gone home to inform my wife why she lost all cellular service and couldn't call me or anyone else. After sitting in the building for over 2 hours, I finally got to pay for the 2 phones and left. Yes, this review is a bit of a personal narrative. However I must repeat what I said in the beginning, I am not impressed with the staff and how they handled the transactions and their lack of communication to the customer during...