Verizon — Local services in Waterford

My family and I have been loyal customers at Verizon in Crystal Mall for this past decade. This Black Friday, I've had a horrible experience with a representative (Crystol (sp?)). I went to ask about deals on the Samsung Galaxy S7. Crystol mentioned to me how I may have to be unlimited to receive the $100 discount promotion (I am not unlimited), but wasn't sure, so she went and checked in her paperwork. Crystol comes back and tells me that it was the Galaxy S8 that needed to be unlimited and not the S7. And so she continued to help me with my S7 purchase. Throughout the process, she even printed out a bill for me of what my new added fees will be and told me "this amount is just an estimate without the $100 discount. You will start seeing a lower amount which includes the credit of the $100 discount starting on the next billing cycle, because this current cycle has to end first.). At this point, I told her okay, but I just thought it was strange that she wasn't able to give me a print out of what my bill would look like with the $100 discount. She says normally the S7 is $24 a month, but with the promotional discount, it will be around $20 a month. which I will see eventually, and if I wanted to, I can even apply this $100 credit towards a new phone for someone else in my family. I repeated everything back to her and relayed this information to my dad.To my surprise, after stumbling on a description on the Verizon website the day after I purchased the phone, I read somewhere that being Unlimited IS required. And so I called the store the next day, spoke with a gentleman about the issue and he says once I receive my phone in the mail, bring the phone into the store and they will refund me the amount I paid on black Friday. His excuse for her was "there must have been some miscommunication and it was Black Friday, so it was really busy". Once I received my phone in the mail, I went back to the store, and what do you know, I get the same representative who gave me the misinformation from the beginning. She refunds me not even half the amount, I asked her wheres the rest of it? She tells me its a restocking fee that I am being charged for. I then bring up to her that she was the one who gave me the misinformation, and so why should I be penalized for her mistake? She flat out tells me she never told me that information and that I was told I would have to be unlimited to receive the promotion discount. I said, okay, well if that was the case, why did you print me out this bill and continued to tell me to ignore this current estimate because it doesn't have the numbers that includes the $100 discount, and that I will see the discount starting the next billing cycle. When I mention this, all she could say was "okay, call Verizon and ask them for the restocking fee refund because we can't do it here" without explanation. The fact she continues to deny shes never told me this information and that she "doesn't remember" is what gets me upset. If this is about her making commission, then I am very happy to have refunded the phone. She kept calling this "miscommunication", but it wasn't miscommunication. It was just blatant false information. If it was miscommunication, then how was she able to explain to me how/when I will see the $100 discount on my bill. My mom also had this same representative a year ago when she purchased her iphone, and she overcharged us on the fees which we had to call Verizon customer service to get it adjusted. The store's excuse then was that shes "new, and still being trained" (But this is another issue I won't further get into). I called Verizon customer service right away today, and the representative on the phone was very helpful, saw that I was a loyal customer and refunded the restocking fee for me. With that being said, after 10 years, my family and I will not be returning to this Verizon store again. The Waterford Verizon in the Best Buy plaza is also a corporate store, so I will be going there instead. And as for the phone, I will be purchasing my own...

Oy, this store! So, so many issues. I went in to ask about a new iPhone. The man (young, probably in his 20s?) really had almost no idea what he was talking about and gave me so much misinformation that I had to keep Google to refute (I was like -- that can't be, right? That doesn't sound correct? Lo and behold, almost everything he said was wrong). For example, they told me that the current deal would end in 2 days and I would need to do the trade in ASAP. I later went to a different Verizon store in NY who said "it's not possible for them to say that because Verizon doesn't tell us when the deals are going to expire so they were just telling you that to get you to buy on the spot...but it was a sales tactic/lie". Another example - I asked specifics about the phone (which BTW, the salesman actually owned himself as his personal phone) and he legitimately could not answer the question. I asked about the button for Silent Mode, for example, and how you know that it's been turned on/off, now that they got rid of the "flip switch" on the left side of the phone. I now understand, from talking to a different salesman in NY, that the phone vibrates to indicate the change. But the guy in this store was like "there's no way to know." Finally, he couldn't explain the promotion or bill stuff to me and when I would ask a follow up question (like why is my bill going up when I'm getting a discount? turns out, btw, that he was wrong. bill wasn't supposed to go up...obviously). Finally -- they never told me that there would be a $35 "upgrade fee" for them to help me with my data transfer and activating my new phone. I had to go to a totally different store in an entirely different state to get all of these answers, an explanation of how my bill is going to change, the particularities about the device itself, and an honest answer about charges and what to expect. I left this store feeling like a bunch of people who didn't know what they were talking about where trying to 'pull one over' on me to try to get money out of me, and this is not how I want to buy a phone. Obviously I went to a different store where I had a better experience. I think the people here need...

THE MANAGER LIES. And after reading more recent reviews, I’m not the only one that’s gotten lied to straight to their face. This place is a scam.

Had an appointment scheduled here for 6pm on 5/22 to drop off my iPhone l had to trade in. Showed up 3 minutes early, and the doors were locked with 4-5 employees all sitting at the tables on what looked like their phones, with just one customer visibly being helped. After knocking on the doors trying to explain I have an appointment, they just kept shaking their heads no. In this time, 6 other people drove up and were also locked out. The manager came to the door to let the customer that was inside out, so I ran up to ask him why the doors are locked an HOUR before closing time, especially with scheduled appointments. He said they are short staffed, which obviously made me question what the 4-5 employees were all doing? At first he tried telling me to “come back another time,” but I was on the tail end of the time I was able to drop my trade in off before losing the $800ish trade in credit. Told me I should’ve just come earlier, but I was in and out of the hospital after I processed this trade in sale so that was impossible. He decided to look up my phone number while still making me stand OUTSIDE of the building and then proceeded to tell me I still had “18 days” to come back and drop it off, which was a LIE confirmed by the Glastonbury CT store. I only had 2 day. Waterford refused to help me or give me an explanation as to why I almost lost my trade in credit and they were rude the entire time. After being a customer for at least a decade I would hope for much better customer service (and NO LYING from the MANAGER just so they could go home early). Either STAY AWAY from Verizon or avoid Waterford at all costs. I’m looking at new services now and definitely not recommending it to anyone I know, not that losing my business would make any...