Verizon — Local services in Vienna Charter Township

I'm beyond frustrated with this store right now!! My husband bought a new phone on 09/13/24. During that transaction, the sales rep updated our account to help reduce the monthly payment. While reviewing everything, he stated there was a pre-sale offer of $1,000 off for the Apple iPhone 16 Pro Max, so we ordered the Desert Titanium 256GB for our son. This required our account to be upgraded to the Unlimited Ultimate data plan. Besides the great deal we were getting, he stated that the old iPhone 14 could be turned in for a $200 credit. The new phone was due back to the store sometime the week of 10/05/24 which was good since we were going to be out of town. We went up there today, 10/18/24, to pick it up because our online account shows it was delivered and they told us it's been more than two weeks, so they sold it to another customer. WHAT?!? Plus, the deal for $1,000 off was no longer available. No one stated we had to pick it up within ANY time frame and the website shows a shipping date of 10/04/24. I asked them to give me the same deal and their store could eat the difference because they should have contacted us via phone call, text, email, etc. They explained there was nothing they could do and left me with no options, but to contact their corporate office since the 2-week rule is from corporate. I AM...

I would just like to say that Jake Arbit is the one that helped us. We were in there for 2 hours on a Saturday night, yes we closed down the place...asking questions about different phones and options. The next day we went back to speak to him after deciding which direction we wanted to go with our phones and had to wait 2 hours for him because he was helping other customers. We watched as he gave everyone that walked into the store a friendly hello while still giving undivided attention and kindness to the couple he was helping. Then it was our turn and he recapped everything for us that we discussed the previous evening to see if we had any further questions..and of course, we had a lot. But he never seemed to mind and kept explaining until we felt confident in understanding our transaction. It really gave us peace of mind by having someone so patient and understanding with us, we did not feel like just a number or a price tag as what is usual when you are going into a place to make a purchase. He will definitely be our go-to guy on any further purchases we make. (and yes, we bought more than planned....thanks to his wonderful...

Allie (Assistant Manager) was Kind, Courteous & above all HELPFUL! She took the time to explain our options and assure we knew exactly what our obligations were... We WILL be returning to this store again!!!

So, Monday morning, October 15th '18 at 10:45... you were incredibly busy!!! I entered and no one acknowledged my even being there! I quietly stood about 10 feet inside the door, patiently (on the outside) waiting for a service agent to free up. I could see that I was approximately 5th in line as there were individuals that also seemed to be waiting... A woman entered and it was just a fluke that a customer was just leaving a service agent when the woman entered. She immediately we to the "front of the line" and immediately was being served. This is absolutely NOT the way to treat customers!!! If your agents cannot serve in the order the customers enter, perhaps you need a "take-a-number" dispenser to reduce the animosity created by one rude customer!...