Verizon — Local services in Sussex

Horrible horrible service. Received a new flip phone because the current flip phone would not work after December. I did not order the phone, It was just sent. I went into this retailer. A female rep was assisting a customer, but was having small talk. When they finished she did not acknowledge nor say hello to me. She just walked to the back and a gentleman came out. I asked if the replacement phone was automatically sent and showed him the email. He did not look up my account, just said probably. Another gentleman came out, I asked both if I can activate the phone. Gentleman said "we don't sell that phone, call the 800 number they can help you." I looked at the phone that said Verizon and I said it's a Verizon phone and you are Verizon. I was just told again they don't sell that phone. I left, not happy. Called the 800 number and said I was at a Verizon store, I was told those rude people should of helped me even if they don't sell the phone. 15 year customer with a Family plan should not be treated like that. Never ever going back in there.

In response to this person's reply..... On the paperwork, it says stop at a retail store if you need assistance or call the 800 number. I've bought at least 10 phones over the years and never had a problem walking into any retailer and getting help even if they didn't sell me the phone. In fact, Customer Service said you should of helped me and I did make a complaint to them about your establishment. What didn't you have to assist me? Customer Service had to talk me through putting it together and turning it on. Your staff should be qualified to do that if they represent Verizon. You shouldn't brush people off if they show up in your business when you represent a trust worthy company. To not even attempt to assist is rude. Verizon needed to know how you represent their company. I will be contacted for a follow-up of my complaint and will be sure to advise them your staff is not capable to assist with a simple flip phone as you stated. Glad, I didn't ask for help...

I explained the issues I was having with my phone and explained it was an on going issue nd ive talked to verizon about it. I then asked what can you do for me? She said well its older then two years and I can't help you. Put my phone on the table and walked away. This Woman was completely rude and discarded my complaint. Told me I should call Samsung. I bought the phone from this store and the service was great two years ago. I asked her for her name and she would not give it to me. I took her picture as proof of who I spoke to when I speak to the owner. I then left and she continued. She then leaned over the railing and said "Your not gonna tell me what I can do for you"

In reply to your ridiculous response.

I notice you mentioned nothing about your rude employee and discarded her actions. I see where she got her training from. Discarding customers seems to be a trend with you and your store. The phone is less then 2 years old from your store. Why would I get another or even upgrade when your staff has zero knowledge of the phone itself. You and your employee would have me buy a new phone for a quick fix? So you rip your customers off because your team is inexperienced and has no training on the product you sell? I'm sure you and your team pull the same scam before on others.

After speaking with a Verizon representative they said your employee should be retrained or let go for her actions. The owner should put corrective actions in place so it doesnt happen again. She should have a name tag on as well According to policy. If she took more then 30 secs of looking at my phone she would have realized the SIM card was bad. A simple and obvious fix your employee couldn't figure out. Maybe it was because she didnt care enough and wanted to rip me off. That sounds more in line with what I exerperianced. Absolutely embarrassing your employee couldnt' bothered to even try.

A free fix and you tried to charge me for a new...

I went in there today at 10 am to activate my phone that I got through Verizon insurance, my husband wasn’t around to call them myself so I thought I’d go in there for them to help me activate it, very simple task to do, you call Verizon you give them the account pin and the account should automatically update. The woman who claims to be the owner tried hustle out of me $35 dollars! Even though the gentleman that works in the afternoon has helped me in the passed for the same exact thing and wasn’t charged a dime, (which who would charge for something so petty) She told me her time was valuable that only if you buy a phone from there is when they can help for free of charge?! Well then don’t have a sign outside claiming to be Verizon if you can’t help a Verizon customer that’s been with the company for over 15 years if that’s the case! Your a thief! Straight up! I’m not paying your rent lady because your store is in the middle of no where and your just trying to get a buck out of anybody that walks in that store! I advise anyone to try and attempt to call technical support first or for anything! Before walking into that store...