Verizon — Local services in Shepherdsville

First of all, I’d like to start with giving credit where it’s due. The young man at the Shepherdsville, Ky store was the best customer support person I think I’ve ever met, and I’m in my 60’s. His name is Chase and he deserves a raise!!

Now, I’ll cut into the problem. I invested about 6 hours of my time over 3 visits to the store in one week and I still don’t have the phone I want. Trying to take advantage of a promotion and upgrade my 3 yr old phone, I came to the store and even though it’s not the phone I came for, I ended up leaving there with an Iphone16. It was “talked up” about safety features, etc so I thought I’d give it try. I only did this because I was assured I had 30 days to exchange the phone if I didn’t like it and wanted something else. That was on a Tuesday.

The very next day I went back to the store to exchange the IPhone for an Android. There are about a handful of features that I really don’t like with this iPhone.

No problem, right?? I picked out an S24FE. Very basic, similar in price and n a style and size I loved. Only problem was, they didn’t have the color I wanted in stock. That was on Wednesday . They told me they could order it and that it should be in their store by Friday.

Sure enough, on Friday the phone arrived at the store in the color I wanted and I went back to the store to exchange phones, still taking advantage of the promotion. Three hours later, an exchange became so complex, and undoable that l ended up leaving the store with the same iPhone I started with and agreed that we should try this another day.

I won’t go into every detail but despite the perseverance, professionalism and genuine desire to work out a problem (Chase), the goal could not be achieved. This is due to the complicated structure of the tiered approach to everything and systems that don’t work well together. Get it together Verizon!!

I seriously don’t know why an “exchange “ had to be soooo complicated. I held in my hand the phone I wanted to return and the phone I wanted to replace it but it didn’t show up in inventory correctly for either phone. At least that was the simplest way I can try to explain the problem.

I haven’t given up though. I’m hopeful this will be resolved in the way that only people who can communicate to each other can do. Personnel wise, they’ve been exceptionally nice. THEY are not the problem.

So, since you asked for my feedback, i thought you should know about my experience. On the positive side, i have Verizon’s home internet and it’s been seamless. If I can’t get this resolved on my 4th visit, i may end up just flat out returning this phone and going to T-...

My watch was supposed to be delivered to my home, however I never received it. My Verizon account said it was shipped and had been signed for by Charlie. I called Verizon, and they told me I had to contact the store since I bought it from an authorized retailer. We went in yesterday, and Charlie said we would have to contact the carrier (fedex), and he had not signed for anything. My husband went in today after Verizon told me it had shipped to the store rather than my house for some reason. Charlie was again working, and after my husband confronted him, he suddenly remembered he did have a watch in the back. He then charged us a $40 set-up fee, which he did not tell my husband about, nor did he set anything up (not the activation fee, but a set up fee). My husband didn't realize he charged this and left with my new watch still sealed, never opened. Evidently, this is not a new issue with this store. Charlie M., who said he was the manager, at best works harder to avoid working than he does actually work or is a crook trying to steal and...

Honestly I never leave reviews, and I am making this as I sit in the Verizon store. This place is horrible. I don’t know “Noah’s” job title but he needs to be fired immediately. His attitude towards the two new people that just got trained is astonishing, he’s running around cussing, complaining, groaning, etc. I placed an order for my new phone at 1:00 and the app stated it was ready for pick up. I have been here since 3:00 it is currently 4:21. I just had to cancel my order and place a new one because they rang up my information under another customers name. Now I have to get a different color phone, and go through the ordering process again with them. You need to hire your staff and train them FULLY before putting them on the floor. Noah is running around to each customer because the new trained staff do not know what they’re doing at all. The picture...