Verizon — Local services in Saint Paul

I had the WORST experience here and it ended up ruining my entire weekend.

I came in, with a scheduled appointment. It was to look into my options for a possible upgrade. I showed up, was barely greeted and sat down to discuss my options. I was given 2 options by Jake…get an iPhone 15 for free, or add a line to get an iPhone 17 for free. Kinda weird being with Verizon for awhile and this being my first upgrade in over 4 years, I NEEDED to add a second line to upgrade to the newest iPhone according to him?? I was extremely firm when I told him 3 different times I don’t need a second line, as I’m single and live alone. Maybe I wanted to buy something out of pocket to upgrade? He wouldn’t have known, as it was clearly his way or the highway.

He did say he was going to run in the back to grab an iPhone 15 after some discussion. He brings it out and then tells me it’s reserved for someone else. He then disappears in the back saying he’s going to grab an iPhone 17. I again mentioned I don’t need a second line and just wanted to upgrade. And I was under the impression I was only upgrading? If you don’t have the needed product, you normally offer someone to come back when you do OR you thoroughly again discuss the other in options. Neither of which were done.

After some time, he brings out an iPhone 17, asks me to open my current iPhone and starts doing things on his end. Mind you, the entire time, he isn’t telling me what he is doing. I felt uncomfortable and super uneasy due to his LACK of communication.

He then says my new iPhone is activated and we did walk through picking out accessories. I picked out a phone case, charger and screen protector. He then starts going through my new phone number for a SECOND LINE he decided to add based on his own judgement. I was shocked at this point. I made mention that I wasn’t sure I wanted to do this because honestly, this wasn’t what I wanted. He said “Well, it’s too late. Everything is set up and activated for 2 lines”

Still feeling lost about what was going on, he tries ringing me up for the accessories I picked out and my card declined multiple times. Another employee told him it was because that happens daily in their store and he needed to manually enter in my card# since it was a debit. He ignored the other employee and asked me multiple times if there was a block on my card, and acted like it was my fault THEIR system wasn’t working?

20 minutes later, after he continued to go in and out of a back room to laugh and joke to his coworkers, I’m assuming about me as I heard some things…he finally manually entered my card#, as his coworker mentioned, threw everything in a bag. Didn’t thank me, and said “Ok, you’re good to go”.

He claimed adding a second line would only be $5 more per month…and remember, I was promised a FREE PHONE with the measly 2 options he saw fit to offer me. He walked me through my new charges for the first month. I left feeling taken advantage of and lost? He didn’t let me talk when I voiced concerns and I felt cornered. I get home and start going through my Verizon app and my charges are A TON more than he claimed. I had a monthly charge set up for a “free iPhone when you add second line”? And again…I was firm I did NOT need a second line.

I went to a different Verizon store today and also contacted corporate. I was told I had way more options for upgrading than what I was provided with. And the others I spoke to were a little lost as to why there was such a push for an unnecessary second line for me?

I will never come back to this location. I felt like I was interrupting this guy’s smoke breaks and felt like a burden. He lacked on explaining 99% of what was going on and had the personality of a wet mop.

I came to this location years ago and had the best service, so my expectations were high. I still feel disgusted by the whole interaction writing this.

Don’t make the same mistake I did. I’ve had thousands of interactions with people at different businesses, and this took the cake as the...

DO NOT GO TO THIS LOCATION !!! If I could, I would provide less than one star. Honestly the worst experience I’ve ever had. We went in to upgrade our phones. There were three individuals working, one of which called herself the manager. In selecting my new phone there was an unboxed one that I took due to the color option. After beginning our set up process the unboxed one was previously sold and returned due to the individual changing their mind. For some reason they were having system issues trying to set these phones up, only to find out mid-way through the process of switching over our phones. They two experienced individuals in the store (and I say experienced as in they had a combined experience of less than 8 months) we’re having difficulty figuring it out and almost had to switch me over to a new phone - no problem. While waiting for them to figure out my phone we witnessed 3 other customers in the store, all of which seemed to have equally terrible experiences on some level. One lady left the store and had to come back because something wasn’t completed in the process of getting her new phone. Another left in a huff because the customer service was less than helpful. After nearly 2 hours in the store we left, only to arrive home and realize they never fully activated one of the phones. My husband called and went to get a new SIM card to pop in. He was there almost another hour due to finding out upon his arrival they put my phone number on his phone and never activated his. The situation was rectified by sending him home with instructions and a new SIM card. I will note that the customer service was good .. to a point. They sent us home with free screen protectors and removed some service fees the first time around. At the end of the day though, there should have been a heck of a lot more considering the...

Updated experience:

While working to get the appropriate credits tied to my account for the trade in credit we received for phones, I have stopped by this store three times with promises that this issue was fixed, with no actual remedy. I have had promises of call backs to confirm that it went through, and no one has called back. The credits are still, to this day, 8 months later, not applied.

Today, as I went into the store to try to resolve this issue an additional time, I worked with a representative who pulled up my account information and said they would be willing to call customer service. In the process of calling customer service, they said, “I can’t use my phone, as it could tie me up for hours and I may need it for work calls, so we’re just going to have to use your phone to call”

A comment, while insignificant, gave me frustration, showing little tact for customer care in service. Do I care that I need to use my own phone? No. However, when you’re telling me it’s an inconvenience and it could take forever, so it should by my inconvenience, it doesn’t feel cooperative and helpful, but rather condescending, and assuming my time, or need to use my phone for my own job are irrelevant.

This is a small and trivial microcosm of the issues I’ve consistently experienced here.

Misleading promises, half baked solutions, and difficult staff interaction have left me very discouraged with the ability for this store to follow through.

I don’t want this to be the end of the line, I hope that this can be remedied and we can work towards a solution, but it has consistently seemed as if my concerns have fallen through the cracks, for 8 straight months.

I will update my review in accordance with the companies...