Verizon — Local services in Westford

BUYER BEWARE!!!

It is difficult to know where to start to review the Westford store. Unfortunately, there seems to be no concern about customer service nor customer satisfaction based on the negative reviews that have been posted.

One other post also listed some of the points below however this review is to confirm what was stated in that post as well as to provide additional insight. This is important information to know before you choose to do business with this store:

1. This is NOT a corporate Verizon Wireless store. It is an authorized agent, so their policies and fees are different.

2. If you plan to purchase new equipment from this company/location, they will not tell you that they are not able to sell equipment outright. Your invoice will reflect the lowest amount allowed to finance over a 2-year period (e.g., $20.00). This would not be the case at a corporate Verizon store like the one in Nashua.

3. Pay close attention to your receipt. A $50 "Device Set-up Fee" will be applied even if you choose to set-up the device yourself. They claim that this fee is included on "their agreement" that you have likely signed and did not see the statement about this fee.

When Verizon Wireless was contacted about these concerns, they contacted the store with me on the line. Verizon Wireless was not aware of these practices since IM Wireless it is NOT a corporate Verizon Wireless store. Corporate Verizon Wireless was very helpful and did what they could that was within their power (details will not be provided here).

DON'T BE FOOLED BY THE "VERIZON WIRLESS" LOGO OUTSIDE THE STORE. JUST TO REITERATE, THIS IS NOT A CORPORATE STORE AND YOU WILL BE ASSESSED ADDITIONAL FEES THAT YOU WILL NOT BE CHARGED AT A CORPORATE...

AVOID THIS STORE AT ALL COSTS!!!!!!!! This verizon wireless location has very poor customer service! When my brother's iphone was stollen, my mother contacted this Verizon Wireless store, where the phone was purchased WITH insurance. She was told to contact the insurance company who then told her the phone was not insured! My mother followed up with this Verizon Wireless location, who lied numerous times to my mother, the customer, saying that there was insurance on the phone. This location then bounced my mother around to the corporate Verizon Wireless numerous times, not taking ownership for their mistake. A week later this issue is still not resolved. My mother spent almost an hour in the store, earlier today, asking the sale associates to bump this up to the owner of the store. At one point the store manager even threatened to call the Westford Police to have my mother removed from the store, due to her insistent asking to talk to the store owner. The owner of the store, once contacted then REFUSED to speak to my mother, the customer. My mother is now forced to go through legal channels and report this to the better business bureau, instead of this Verizon Wireless location, and its owner, acknowledging their error and rectifying this current situation. Our family has been Verizon Wireless customers for over 20+ years and never have we encountered such horrible customer service. This owner and store are a abomination to the Verizon Wireless name!!!!

There are other locations close by. I would recommend going to any store but this one: 235 Great Lane Road, Littleton, MA 213 Main Street, Wilmington, MA 295 Main Street, Acton, MA 142 Lowell Road, Hudson, NH 21 Drum Hill Road,...

Polite and helpful, but also greedy, dishonest and self righteous

An elderly friend left the store with a prepaid smartphone, found out she cannot figure out how to use it and tried to return it after 12 days. The bottom of the bill said:

"Refund Policy SAMSUNG GALAXY J7 2ND EDITION PREPAID SMJ737VZKPP 354xxxxxxxxx939 can be returned within 14 days."

Referring to the specific prepaid phone she bought, with its individual ID (IMEI) which is not shown her is full.

It was preceded by a paragraph titled "Accessories Refund Policy" which included the wording "No Returns on ... Prepaid phones ...".

The store manager refused to take it back, citing the general refund policy, but couldn't explain what the last two lines, referring to this phone.

It seems obvious that the refund policy for the specific phone supersedes the general policy, otherwise what is it there for? At best, this is an ambiguous policy, and any reasonable store would have accepted the return. Had the payment been made by credit card, a dispute of the charge would have obviously been resolved in the customer's favor. Unfortunately, my trusting friend paid cash.

This store is an independent vendor, not owned by Verizon. My advice for anyone looking for Verizon service in to get it directly from Verizon, online or by phone. They often have better prices (in this case the phone is available from Verizon for about half the price the store charged), they are more reputable, answerable to the FCC, and have dispute resolution services.

If, however, you need to shop there, make sure you know what you want before you go in, and pay with a...