Verizon — Local services in Straban Township

This store’s employees just can’t communicate with each other or their customers. I preordered the iPhone 11 Pro Max 64 gig the Friday that Preorders became available. I was quoted about $380 (paying my phone to 12 months, taxes, and accessories)(the phone itself released the following Friday). I hadn’t heard if the phone was going to be in, I called Thursday evening. I was told by the man who sold me the phone (Wilbur) the phones will be there right at 10, when the store opened. I came in at 11:30, and the phones hadn’t arrived. I was told to come back when Wilbur clocked in. I came back at around 2:15, the phones had arrived and Wilbur asked which model I preordered. I said “I don’t remember, the one with the lowest gigs”. He comes out of the back room with a phone model that had more gigs than I preordered (at the time, I couldn’t remember, and didn’t realize it wasn’t what I ordered). He then proceeds to try to check me out, however the system won’t let him because it wasn’t what I ordered. It turns out 2 phones were still on the way, and wouldn’t be there until later (Apples fault, not Verizon’s, which I totally understand).

I was told that I would be called the following Day, after I got off (5pm at the time), and they’ll let me know if another shipment had come in. I called them at 7 because I hadn’t heard back, and I was told by a separate employee “I don’t know why he would tell you that, we never get shipments on Saturdays or Sundays”

So I waited and got the call Tuesday that the phone came in. I went all the way to Gettysburg AGAIN (I live 45 minutes away) I went in with a little under $380 due to unexpected money I had to spend on my car, and I figured I would just skip out on the accessories. Wilbur was with another customer, so the manager took care of me. He told the manager that he ordered me the “wrong phone”, to which he said he set it aside for me in the back. 1, the phone was sold to someone else, and 2, the phone he was trying to dupe me into buying was more expensive. (I guess commissions are more important to this store than genuine customer service?)

After ringing me out, she informs me that this specific Verizon store, for some ungodly reason, has a $120 fee that Wilbur neglected to tell me about.

At this point, not excited about the phone, and I just left it at the store, and had 0 intentions on coming back in to get it. I’ll just stick to the store in the North...

We visited the Verizon store today to set up a prepaid phone plan. The young lady helping us was very nice and was able to get us set up correctly. However, there were a few problems we noticed during our visit.

1. The lady helping us did not initially have a mask covering her nose and mouth when she came from the "back room" to greet us.
2. Another store employee, a relatively older gentleman, arrived in the store during our visit without a mask. He did put one on after arriving, but really should have a mask already on prior to entering the store.
3. The same gentlemen took a phone call into the "back room", but kept the door open. He was obnoxiously loud and could be heard from every point in the store.
4. There are no COVID-19 protocols in place at this store. No barriers, no floor stickers, and no signage to ask employees and customers to practice social distancing and wear a mask. Clearly the internal COVID policies are relaxed seeing how the employees are following current CDC guidelines regarding masks and social distancing. Employees would consistently violate the recommended 6 foot guideline and walk past us as they need to enter or exit the "back room".

The lack of discipline and structure regarding COVID-19 guidelines is disappointing. We were unable to activate a prepaid plan in a timely manner online, thus our visit today. We have family going into surgery soon and it would be a shame for their surgery to be delayed or cancelled due to increased cases of COVID-19, especially from visiting a Verizon PREMIUM Retailer store. Hopefully after 9+ months of a global pandemic this store can implement policies to mitigate the spread of COVID-19 as the rest of the world has...

Morgan Garrett went above and beyond to ensure my complex transaction was properly handled. Bringing in 4 new lines from a competing carrier who I had been with since the dawn of cell phones, I knew up front that there would be challenges and issues to endure in the new customer setup /account conversion process, and admittedly there were several that took some time and follow up to take care of, even though I had done my research before walking in the store in an effort to try and make the process go more smoothly. To Morgan's credit, her unwavering devotion to her customers and to her team was on full display as she worked with me for 4 hours in the store, while also taking care of other folks as needed. In addition, she followed up with me in the days to come by way of calls and texts to me directly and indirectly to ensure everything was setup and was as promised that it would be.

Morgan also went above and beyond on multiple fronts, educating me on Verizon offerings I had not seen or had glossed over in my pre-Verizon mobile research efforts, and as such, she made my initial Verizon experience more complete, as I am now 'all-in' on Verizon, having left my 2 mobile and home media companies behind that I had been a loyal customer of for over 20 years each.

As someone who has worked and managed in retail environments, I know stellar service when I see it, and when I experience it. At Verizon TCC in Gettysburg, with Morgan, I saw it, I experienced it, and I personally benefitted from it. Morgan is made of the stuff that effective leaders are made of, and Verizon TCC is most fortunate to have her on...