Verizon — Local services in Shorewood

I first worked with Keith to switch to a Samsung Galaxy S24 Ultra. I had absolutely no problems with him. He was very friendly, very knowledgeable, he was new to Minnesota and engaged in conversation with my dad and I and we told him about some restaurants nearby.

I was on the fence about possibly switching to an iPhone, so I actually came in today (2/1/25) and worked with Rafael to switch from the Samsung Galaxy S24 Ultra I got yesterday (1/31/25) and get an iPhone and my experience was flawless. But as a lifelong Android user only having some prior iPhone experience, I realized I'll always love Androids.

So after a couple hours, I got home and realized I really missed my Samsung Galaxy S24 that I only had for a short amount of time. This Verizon store is not a corporate store, so they do not resell phones that are brought back. I was under the impression from Keith that when he mentioned a restocking fee meant that when he said he couldn't sell it as new, he could still sell it, just not as a new phone.

So when I came back, Rafael was obviously disappointed that I wanted to switch back. Not only did he not have the last Samsung Galaxy S24 they had in stock that they sold to me, but I basically caused this location to lose two sales..

Rafael was extremely patient with me. He was helping both myself and another customer at the same time, and he bent over backwards to deal with all the stress I probably put him through. The only reason I gave this 4 stars, was because of the way I was made to feel at the end of being helped.. Rafael said "now I lost two phones" and hung his head, and I'm sure he didn't mean to make me feel bad, but again, I was under the impression that they could resell the phones that were returned.

So I left the store feeling horrible.. I still feel terrible that I caused this location to lose money. Rafael is a great store manager. I feel no ill will towards this location. This location deserves 5 stars, but the way I felt after being told he had to send back two phones, I just felt like it was my fault and it's not a good feeling..

Edit: Changing this to 4 stars from 3 stars because this is not meant to be a bad review at all. I had a great experience with both...

One of the worst experiences I've ever had at any store. First I walk in and the story is dirty. Empty boxes everywhere, windows dirty, carpet dirty, surfaces cluttered etc. Then I sit behind a guy for 30 minutes patiently while the verizon phone support tried to address a very simple request which they eventually resolved. Then I get to the counter only to find out they couldn't help me because their previous employee had recently quit and locked all the store ipads. They said they had one available but it wasn't charged. After waiting 20 minutes for it to charge, I found out it was also locked and my best option was to go to the Edina store which is even further from my house. I'm not sure how something can be worse than the DMV but this was it. TERRIBLE MANGEMENT. The guy at the counter was pleasant so it wasn't necessarily his fault but the owner has let this place...

It's a helpless feeling when you don't have a working cell phone! I was extremely pleased with the service I got from Haley at this Verizon store. She was so friendly, knowledgeable, and patient and made my potentially stressful situation very pleasant. She explained the plans very clearly and made sure I knew how to use my phone before I left. She even knew how to use my MacBook to accomplish tasks that my dead phone would not allow. A true problem solver and a delightful person. I highly recommend this store! (My husband had a great experience here as well a few...