Verizon — Local services in Sunnyvale

• UPDATE (two months later): I contacted the email address mentioned in the response from the owner. As I mentioned in my original review, this is not the store's fault, but it's definitely Verizon's fault. That said, the customer care folks from the store responded promptly and took up this case on my behalf, persisted with Verizon and got my charges reversed. It took them 2 months to do it, and I really appreciate their persistence here. It gave me a sense of how impossible it would have been if I tried to get Verizon to reverse it on my own. I am updating this to 4-stars as a result (no 5-star because IMO 5-star is reserved for a smooth overall experience whether it's your problem or not, which this still isn't).

If I could write a review for Verizon (not the store), I'd give them 0-stars. **

This may not be the store's fault, but the fact that I can't walk into a store and resolve this, is sure a problem.

In February, I came to the store to purchase home internet. 5G wasn't available in my area, but they offered 4G LTE. At the time, there was a 30 day free guarantee, so I figured I'll try it out. When I got home and tried it out, it wasn't nearly as fast as was advertised, but that part is fine. I can't expect Verizon to know accurately the service quality in every nook and cranny of the area. So I returned the equipment, canceled my service in about a week, and even got email confirmation that since I was canceling within 30 days, any charges would be reversed.

Now almost 4 months later, I continue to get "due immediately" bills. I have called, been on hold, and told them what was going on, and it's like -- we need to escalate to a supervisor, who's not available right now, but you'll hear back with a reversal -- and then nothing happens, and then again boom another "due immediately" bill. I am sure this will head to collections in a couple of months, and then they got me.

Otherwise known as fraud.

If the owner's reading this and thinks it's not my fault, well it sure isn't mine. Maybe you can help...

Update: I forwarded my concerns To Victra using the email they suggested below and it’s been almost 2 weeks. No Response. They don’t care about their customers or the Verizon brand. They just comment on concerns to save face. I emailed the manager of the store about my concerns 3 weeks ago. No response from him either. Never come here to get a new phone. Stick to real Verizon retailers.

Today, I called inquiring if Verizon buys out contracts as I was intending to leave my current provider. I told the rep I was unsure if I wanted to switch at the moment due to the fees he described but would follow up with my provider to see how exactly much it was and call him back. Before I got to the but part, the rep hung up on me mid sentence. When the rep realized that I was calling back, they blocked my number from the store. I went in store to share my experience and Walter was dismissive. I told him that I wanted to share my feedback with corporate and his response was he "had five years of retail experience" and I was "one of many customers" who made "threats" like that. Long story short, I'll be renewing with my current provider. I felt Walter's comments were micro-aggressive and discriminatory as a person of color. I felt I was also refused service by the previous rep. This is how your reps are treating customers inside the store. I was also told by Walter that "all managers were on vacation." Just thought you should know what's happening. Customers are not sales transactions. I contacted the Yaser over email and want follow up on this at your earliest convenience. He...

What an awful experience, paired with even worse customer service. My husband and I went in to make an appointment for a couple days later to set up service. When we showed up, the guy we made the appointment with wasn't there and hadn't ordered in the phones like he said he would. So we began the painful process of joining our two lines to one account. We were told the process would take an hour. But the people working didn't honor our appointment and basically made us do everything ourselves, figuring it out on our own. So we struggled for an hour and a half to get our lines onto the same service. The guy that had greeted us at the beginning comes and sits by us and asks if he can do anything more for us. We tell him we're ready to receive our new phones and set up a plan, and he tells us, "Okay, well my manager will help you with that." We ask why he can't, and he says, "Well, I get off at 7. So I'm leaving." Keep in mind, we've been here for nearly 2 hours and had an appointment. My husband expressed this and he basically said he didn't care and was leaving. So we wait for the manager for another 10+ minutes. She's finally free and asks what she can do to help. We tell her we're ready to set up the new phones the other guy ordered, and she looks in the back. THEY WERE NEVER ORDERED. So we wasted 2 hours in this store with no help just to be turned away and had to hurry to the Cupertino store before it closed.

Save your time and money. Just go to the corporate store...