Verizon — Local services in San Diego

Fraudulent Charges, gross incompetence, and severe lack of communication.

This location did so many things so poorly I am not sure I can cover them all. I went in to pick up my new phone after taking advantage of a trade in promotion (which was full of misleading advertising). I was told I would get a call when the phone came in but never did. I checked the app one day and saw my phone had been delivered to the store a week earlier with no communication.

Upon picking the phone (a 16 pro) I was told that I owed over $200. I knew part of this was sales tax, but was not expecting anything over than $100 because I got a cheaper phone with less storage. The employer (Peter I think) told me he was unable to show me what the charges were for and said it was “fees”. I was frustrated so he offered to provide a screen protector for free. He assured me I would get a receipt.

I returned two days later to drop off my old phone and ask for the receipt since it was never sent. I asked to be shown my bill and what the charges for, but once again the employee said they were not capable of showing what the charges were for. No printout or even ability to show me. I was again promised a receipt.

The receipt was never sent. The main account holder (I am on another persons account) had to go into a different store and ask for a printout. This was finally provided.

The receipt showed that the money I was charged included a screen protector and “wipes” for my phone. I never said I wanted a screen protector and was charged a price that included one without being asked if I wanted one, before the offer of a “free” screen protector came up. I never once asked for wipes and was not given any.

The store charged me for two things without my consent or providing documentation for the charges. One item was never provided, the other was supposed to be a free “make it right item. The wipes were $41.99 and I never even mentioned them or cleaning my phone or saw them at any point.

I have spoken to employees multiple times and called and told a manager would call me. Nearly a week has passed and no phone call. I have visited three times to speak to a manager and there is never one on duty. I am left with no other option besides reporting this business to my credit card company and anyone else who will listen.

The employees at this store have failed to provide communication of any sort from the arrival of my phone to my complaint. The store lied to me. Employees could not tell me what they were charging me for. I was charged for things erroneously and nobody seems to have the skill or effort to fix it. I have spent a lot of time trying to get their mistakes fixed.

Overall this might be the worst customer service experience I have ever had and the level of incompetence is astounding and inexcusable. I haven’t even mentioned all the problems. Avoid...

My first visit to the store was about year and a half ago and I had the absolute worst experience I've ever had in a Verizon store.... the manager had no idea what he was doing and at the end of it all I ended up with a 300 dollar bill with nothing to show for it I vowed I never would go to that store again.... the only reason I am writing this review is the young man who helped me today has changed my mind not only bout verizon but also about this company Gowireless.... I have had sprint for the last year and absolutely hated it but I stuck with it out of pure spite for how verizon treated me.... I went in this store just to buy a car charger and was greeted by the manager Derion he helped me find a suitable car charger and was ringing me out.....he also talked to me bout my past experiences and apologized that I was treated that way.... he then quoted me pricing on what a plan would be for my 2 lines and new phones on Verizon .... it turns out it was just about what I was paying for sprint still skeptical I took his info and talked to my husband about it...I decided to give verizon another chance and we switched back over Derion made this process very easy for us and enjoyable he got us into two new phones and transfered all our data gave us some free cases and screen protector and even waived our activation fees and to top it off he gave us a free tablet for our son who had been wanting one for a while now but they were too expensive.... Derion's customer service is by far the best I've experienced not only in verizon but in a lot places.... I love my new phone and I am happy to have Verizon again and I will now continue to go to this store for all my Verizon needs and recommend this store to my friends...good job derion for changing my views on Verizon and showing me that customer service and good intentions still...

This is the best Verizon store and its all because of David. He’s friendly, extremely knowledgeable, incredibly patient, and has amazing multitasking skills!

My daughter and I needed to upgrade our iPhones and we chose to go to the store rather than online so we could have them the same day. David was the only employee in the store at the time and was with a customer. As soon as he was able to, he began helping us, while still finishing up with the first customer. Another gentleman was waiting behind us. David found us a great deal on our new iPhones (even better than the one presented to me by the online agent). Once we were signed up and paid for, he began transferring our data from the old phones to the new ones. While we were waiting for our phones to setup, he helped the gentleman who was waiting behind us. They finished quickly, and a few minutes later, a woman came in who had a complicated issue with her Apple Watch she needed help with. It required a call to customer service/tech support at Verizon and took quite a bit of time. Meanwhile, our phones were all set up and David was helping us with our trade in credits for our old phones. By the time it was all finished it was way past closing time. David never once seemed bothered or frustrated and never tried to rush anything. He was so friendly and fun to talk to through all of it. He was able to resolve everyone’s issues and move back and forth between customers without ever mixing anything up or making a mistake.

From now on, whenever I have any need of Verizon’s services, I will always go to the Murphy Canyon store and seek out David. ...