Verizon — Local services in West Orange

Blown away by the top-tier customer service and insightful expertise on display at this store. Zack and Rich have skills that simply can't be taught- their dedication to customer satisfaction is multi-faceted and allows Victra Verizon to shine like a diamond amongst the sea of it's dull and lifeless counterparts. Zack's patience, diligence, and compassion are unmatched- I was on the fence about switching platforms and Zack took his time to talk through the decision to ensure I was making the right choice. He answered my questions thoroughly, while giving me the time and space needed to consider my choices and followed up with intelligent and insightful questions so I would consider aspects I may not have been aware of, making sure I had access to demo models with plenty of time to explore them.

Both Zack and Rich displayed a level of customer service and dedication to customer satisfaction that is rare in today's world- it's clear that they are passionate about their jobs and demonstrate genuine care and compassion for their customers- something that simply cannot be faked. They both made me feel at home, cracking jokes and making the entire experience feel like I was hanging out with a couple of old friends. Each question I had was answered thoroughly and they were very patient as I took my time to explore my options and make my decision, offering experienced insight every step of the way. These guys are masters of the art of the deal, and Rich in particular made sure they explored every option while ensuring that I got the best deal possible, with Zack following up and making the moves necessary to ensure I got what was promised. Exemplary service.

In addition to the white-glove sales experience, Zack and Rich did not abandon me when the sale was complete. They pulled out all the stops when I came back for support or guidance on switching platforms, displaying the same dedication even when the money had already changed hands. They are in it for the long-haul to ensure their clients are taken care of even when there is no more money to be made.

Frankly, these guys should be teaching a master class in customer satisfaction. Verizon, take note- Zack and Rich are destined to lead, and should be in charge of training associates across the nation, do this and rest assured you will see your sales, satisfaction, and customer retention skyrocket. I won't shop or seek service at another Verizon location unless these guys are relocated or they are given the opportunity to share their skills with the rest of the Verizon team. These two are truly a powerhouse combo of insightful expertise and compassionate customer dedication.

If you get the opportunity to work with these guys, please help them out and throw some add-on items into your order. A couple extra items might cost you a little more, but these guys deserve all the recognition...

If I could give a negative score I would. First, this store is comprised of all minority workers. However, the visible complaints are from ALL minorities. I had one of the worst experiences of my life and I am 65 years of age. I was initially discriminated against by a customer who walked in after me and aggressively moved back and forth ignoring that I came in before him. He then walked up to the next free rep and threw a fit because he had to go to work. I told him and the rep that I was next. Customer started yelling at me and I yelled back at him telling him to get away from me. It was like I was looking at a devil. I was shaking and the only thing that probably kept him back some is that I started to yell louder than he did. All of this time, there were reps sitting around and some in the back room. The rep that I approached then said he was going to help both of us at the same time??? This only added fuel to the fire. Customer still kept yelling at me and I told him if he didn’t get away from me that I was going to slap him because at that point I didn’t know what he would do next. I even told the store to call the police. No movement. I was then told that I had to wait 10 minutes to pick up my package which was already ordered. I went to the outside of the store. Mind you the store inside was making a joke out of the situation and laughing about me. I then called the police to come to stop this madness. Next one of the ones who was in the back came out and handed me a phone that had her boss on it asking what happened. I told her and advised to look at the video. The police pulled up. The one who did nothing and encouraged this nonsense then came outside and gave whatever negativity she could to take blame away from the store. Then one of them came outside with my package while the cops were there. I asked for my receipt and he said I’ll print it if it will make you feel better. Please note that the equipment box was damaged and had clearly been opened. There was a SIM card on the outside of the box yet was supposed to be in a sealed box and the bag the equipment was delivered in was a plain white bag that smelled very badly. I contacted corporate and began the process of disconnecting all of my services. The equipment I received was returned to a corporate store who helped a lot while corporate was on the phone. This is the type of service that is expected from Verizon. Please note that I am a Verizon retiree and would have lost my job had I ever behaved the way the west Orange store behaved towards a customer. The disconnect...

I recently had an extremely disappointing experience at a Verizon store, and I feel compelled to share the details. My family and I visited the store with the intention of adding my number to a SIM card and opening a new line. Unfortunately, the manager made the process unnecessarily difficult. She was uncooperative and did not listen to our concerns. While in the store, I called Verizon customer service for assistance, but the manager took my phone, hung up without asking for permission, and claimed they could not help us. Every time we asked her a question, she dismissed us and responded with eye rolls. An employee suggested the iPhone 6e as a possible option, but the manager became visibly angry and disrespected him in front of us, telling him that his role was limited to inventory and that he should “mind his business.” This left the employee clearly upset. Despite waiting for a considerable amount of time, we made no progress. I informed the manager that we had been in the store for a long time without resolution. I’ve visited this particular Verizon location three times before, but this was the first time I encountered such an unprofessional experience. In response to my concerns, the manager proceeded to ask my family and me to leave the store since im complaining She even threatened to call the police if we didn’t comply. Rather than offering assistance or directing us to someone who could help, the manager chose to remove us from the store entirely. I recorded the entire incident and felt unsafe during the interaction, fearing she might escalate the situation. I would appreciate it if you could escalate this matter to corporate as I believe this behavior was...