Verizon — Local services in Saugus

If I could give this place less than 1 star I would. Let me start by saying the salesman Mike was great. It was the manager Kathleen who was completely rude and unprofessional. It started when my niece went to look at a phone and attempted to pick it up like she had with other phones and the alarm went off. Kathleen came over and huffed and puffed about having to shut the alarm off. A little while later after looking at other phones my nephew touched the same phone and the alarm went off. Now mind you he had only touched the phone to get it to wake up so he could decide if he liked it. Kathleen was at the desk across the room and said loudly and with a major attitude that she had JUST told her not to touch the phone. First off - it was my nephew not my niece - he had no idea what had happened with his sister Secondly - how do you have phones on display that you can't touch? She sent someone else over to shut the alarm off and he was very nice. He explained this alarm was very sensitive and it had been going off all day.

We were at the store to upgrade 3 lines, switch 2 lines to my plan and add a new line. We were purchasing outright 6 new smartphones - we were dropping some serious cash - around 5k. Again, Mike was great. He was patient and helped pick phones. When it came time to complete the sale we were told there would be an upgrade fee (WHAT?! $30 per phone to upgrade?! ). I had talked to someone at Verizon on the phone the previous day that told me they'd waive the fees because this was a large purchase and it wouldn't be a problem. Well with Kathleen EVERYTHING is a problem. When I told Mike that we were not going to pay the upgrade fee - he said he would go talk to Kathleen. He disappeared for a good 5 minutes and then came out and said she'd take 80 off and that's all she would do. Kathleen wouldn't even come out to talk with us. We insisted that she come out to talk to us. Mike went back to get her and she finally came out and said what's the problem. I explained that we were dropping a lot of money and told her what Charlie the phone rep I spoke to the other day said about waiving the upgrade fee. Kathleen's response? Then why are you here in the store? Why didn't you just do this all over the phone. Huh?! Seriously?! I said we wanted to see the phones to make a proper decision and if it's s problem then we will just walk out the door now and forget it all, forget the 5k purchase, Mike loses out on the commission and your store will lose out on the sales. And I would write a bad Yelp review (here I am!) I said I've been a loyal Verizon customer for over 20 years. She rolled her eyes and said fine - I'll credit your account for the fees. We thanked her for that. She then tried to upsell accessories - screen protectors,etc. I said no thank you I'll order them off Amazon for 1/10th what they charge in here. She said our screen protectors are guaranteed for life. I said I've bought them before and they have not been worth the money and I don't have time to come back to replace it. Her response - oh you don't have time to go to the North Shore Mall to the kiosk where it literally will take 5 minutes to replace it, but ok you can have your $1000 broken phone. I said actually we bought insurance so we wouldn't have a broken phone. She walked away and immediately went to another associate and started talking about us before she huffed her way to hide out in the back room. It was completely unprofessional and uncalled for.

During this visit we had also witnessed her getting in to an argument with another customer. Mike explained she was having an off day, she was the only manager there and was usually very nice. I know everyone has bad days - but you put on your big girl panties and you do the job you signed up for - customer service.

To note - this was not the first time I have had issues with rudeness at this store. Shame on me for going back there - but I wanted to go to an actual store and not an...

What a terrible experience with Verizon. First off, they are trying to charge me for an entire month even though i used their service for 4 days. First they say that its in their agreement, then they say it was in the email they sent me when i disconnected service. I have checked both and there is nothing (and certainly nothing I signed agreeing to this.). BUT they insist there is, even though they can't show me anything. Additionally I spoke to two reps (one live and one through chat) to confirm that IF i drove to this location that I could return the equipment. I was told that I could go to ANY Verizon company store (as this is) to return equipment. However that's not true. And the guy Sammy working in the store said that the store managers don't have business cards trying to keep me from being able to get in touch with a manager. Just terrible service in general. Then when you call to try and straighten it out you sit on hold forever. (like literally on the phone for over an hr. to get nowhere). HUGE company, RECORD...

There are no changing tables in the bathroom, so after waiting for an hour with your child, if you have to go out to your car to change the baby in the trunk, be prepared to either have your place in line taken (unless you have another kind mother willing to defend your spot while you're outside for 2 minutes) and/or be chastised by the unbelievably rude employee upon your return "to not leave the store while you wait" and be told you're "very lucky" that he didn't move on. For that matter you probably shouldn't use the bathrooms they do have while you're there because you'd probably get skipped over and never get any help! Then he tried to convince me to change my plan or he couldn't trade in my phone. I walked out at that point, but I guess at least we got to count dump trucks on route 1 for the hour we waited for nothing! I'm not naming employee names here, however, the "guest satisfaction survey" I received afterwards via text has the full information and I truly hope the store chooses to...