Verizon — Local services in Stonecrest

My family and I had an extremely disappointing experience at the Verizon store operated by Victra in Stonecrest, GA, on March 28, 2025. Diana, the associate who assisted us, caused multiple issues that led to confusion, frustration, and unnecessary charges.

From the beginning, Diana misinformed us about pricing and services. She upsold us on devices and services with false claims, including telling us that Verizon Cloud was free, only for us to later be charged $10 per device. She also charged set-up fees ranging from $30-$40 per device, even though none of our devices were activated or set up in-store. On top of that, she added iPads and Apple Watches with cellular connectivity to our plan, claiming they were free, but then selected a plan we didn’t agree to, which cost us an additional $20 per iPad and $10 per Apple Watch. She was also trying to charge us for accessories like tablet covers and phone chargers that we didn’t agree to, and even tried using our Verizon credit card to pay for these items after telling us everything was free with approval.

When we saw the $1700 total, we questioned her and managed to remove the unauthorized charges. Diana also misled us about trading in our previous phones for a $1000 credit per device, which she said would lower our monthly payments. Instead, she charged us the full amount upfront.

To make matters worse, we were told the phones would activate immediately, but when we returned to transfer our numbers on March 31, we were informed it would take 48-72 hours. Diana had failed to tell us that transfers weren’t even done in-store, and we had to contact customer service ourselves, spending the entire weekend with temporary phone numbers because of her misinformation.

Thankfully, Janis Kowalcyzk from Verizon Technical Support was able to step in and resolve everything. She identified the charges Diana had wrongly added and helped us get the bill down to the original price we were promised. Janis also helped transfer our numbers and set up the devices Diana had mishandled.

Overall, I feel that Diana’s lack of professionalism and integrity resulted in a terrible first experience with Verizon. Her misleading sales tactics and mishandling of our account have left us deeply frustrated. We will not be recommending this store to anyone, and I hope the management addresses this situation to ensure future customers don't face the...

Firstly, everyone in the store is polite and professional. Originally I gave a 5 star review because I did feel as though both Paris and Brian who helped me, were very professional. I believe Brian was new which is why Paris was also helping.

They offered me a promotion (so I could trade in my broken phone) for a galaxy s25 ultra, with a "free" watch and tablet. I was told I had to pay taxes on the device (which I did that day) and I specifically asked how much I would have to pay monthly with those two additional devices (because we all know nothing is actually free). I was told other than the taxes that and an activation fee of $35 on my next bill there would be no monthly charges. I even asked them how much my next bill would be and I was told about $137 plus tax. And I was fine with that.

Next bill comes and is $264! So I had to go back up there and the other young lady (I didn't get her name but she did not originally help me, but she was still very polite and explained much better what was going on with my bill). They originally failed to mention it would be $35 PER DEVICE plus additional charges for lines for each device. Granted the lines on the devices are less than $10, I specifically asked about additional monthly charges and was told there would not be any. I asked because I know that's how it usually works and I did not need the watch or tablet so I didn't want extra charges on my bill. They said it would lower my bill to take the deal but I still didn't want the extra device if I was going to be paying monthly for the services because I do not use them often.

So with that being said, im not sure if my questions were misunderstood or if someone just didn't know how to properly explain the billing or if they lied just to make the sale. I am very disappointed and will not being going back to this location. I've been coming here for years but I think its now worth driving the extra distance to the actual verizon store and I certainly will not be accepting anymore promos with extra devices...

I preordered the iPhone 16 a week before it came out. I never received a phone call that it was at the store (as promised by Diana). I went in because my phone had issues and I wanted to get the same phone (14plus) and she told me that the 14 plus was being discontinued. She asked did I want internet and I kept telling her I only want the phone nothing else so I preordered the iPhone 16. A week later I go in to pick my phone up and waited an hour for a pre ordered phone. After the manager told me that she couldn’t help me because my phone was commissioned to Diana she preceded to help the person behind me. 20 more minutes another associate walks to me and I asked her if anyone can help me because I had to go to work the associate starts to help by prompting me to the desk only to watch both of them continue to help the people that was at the register, all while reaching over me and I guess thinking that this was going to appease me. After Diana finished her customer she told me that my charges came up to $300.00…. I asked her where did that amount come from and she stated that it was my glass and my case…. I never asked anyone to add a case or glass to my order and they all, the manager included was explaining the bill like I didn’t understand. I understood the taxes that were charge, I also knew that the taxes weren’t a total of $300. I canceled my order and explained that I didn’t feel comfortable buying anything from this store because I was being charged for items that I didn’t ask for. Management at this...