Verizon — Local services in Wall Township

I have been a loyal and respected customer of Verizon for almost a decade and I have never had something that left me with such a bad taste in my mouth. I am honestly thinking about switching service providers because of my visit to this store.

What they call "customer service" refers to shady, inconsiderate, and borderline illegal business practices.

Shady- The only information we had available was that which the service representatives wanted to share with us, they were staring at their tablets for all of the negotiations without allowing us to see what was happening, almost like a smoke screen.

Inconsiderate- Rather than allowing my fiancé the privacy of typing her passwords in herself, the associates expected her to share her passwords verbally for anyone and everyone within earshot to hear.

Borderline Illegal- Bait and Switch is illegal and that is what I feel happened during my visit. We were told by the Manager upon arrival that by switching over my plan to my future father-in-law's family plan, I would be entitled to an upgrade from a Pixel 4 XL to a Galaxy S 23 Ultra for a cost to me of $800 for the phone over a 36 month period. That comes to a monthly cost of $22.22 and the Unlimited Plus plan for around $32 dollars a month equaling a total of $54.22 per month.

You can imagine my surprise when, after the manager went into the back room and I closed my account and joined the family plan, the new cost of the plan and phone skyrocketed to over $110 per month. That is a difference of $55.78 a month or close to $670 a year!

I politely asked for a clarification as to the difference of what was promised and what was then presented to me AFTER I closed my account, the representative eventually went in the back to talk to the manager. "It was a mistake and this is the real price." And then he tried to say that he was saving me more money by signing me up for the more expensive Unlimited Ultimate plan. The manager of course did not come to speak with us when we asked to talk to him, he did not come out. I decided against purchasing a new phone.

While my fiancé finished setting up her brand new iPhone that she got for $10 a month, eventually the manager came back onto the floor and even though all the other customers had left, he avoided us and didn't even come to see if he could fix his "mistake", let alone apologize for misleading me. This whole experience has really upset me and I am seriously considering switching carriers based off of this interaction. While my phone service has been good and given me nothing to complain about during my years using it, this has me rethinking my...

Avoid this place like the plague. Just look at all the complaints and their copy paste reply about their terrible employees.

I had an incredibly predatory experience today with your employee Michelle if, I remember her name correctly. I accompanied my 80 year old church lady grandmother to get a new phone. I told Michelle we want the most basic cheap android they had since all she uses it for is GPS, pictures, and free cell.

We are immediately shown a $550 Samsung and told this is the phone for her. When I reiterate that she can barely text we do not need a phone that advanced or expensive she holds firm and assures us this is thephone to get. Right next to the expensive phone was a cheap basic smartphone like I asked for. She dismissed that phone and tried using the camera on the $500 phone as reason to buy that one instead of the cheap one.

My very trusting grandmother would have gone with whatever the clerk told her she needed assuming it was done with good intention. Luckily I accompanied her because they didn't see an old lady needing a phone upgrade, the saw easy money walking through the door. Michelle acquiesced to our phone choices and got the cheap one we initially wanted. Looking at other reviews of this store avoid it...

Excellent service while at the store but we weren’t able to set up our new cell phones when we got home. :( Store was clean and not crowded-especially for a Friday at 430 pm. Sales associate was friendly and semi- helpful but not knowledgeable at all about technical issues (for example, how storage space is/was used on my phone when I had questions.) Overall, the visit seemed great, but we were left without cell phone service and unable to access our new iPhones when we left. It was only after speaking with both Verizon customer service tech support as well as apple tech support that we were able to set up our new phones and have cell phone service. (The paper with directions pertaining to setting up iCloud on our new phones worked in the past, but did not help us at all with the new iPhones this time.) Be careful to check your bill, also. (Found out after calling tech support that our payment was actually higher than we were told and did not match the sales quote from the sales associate the previous day so this issue is still getting sorted out.) Overall, it could be worse but our experience could have definitely been SO...