Verizon — Local services in Westlake

Horrible!!!!!!!!!!!!! Had a 1:00pm appointment, which I scheduled online. Online quickly instructed me to use my “Verizon App” to check in when I arrived.” When I get to the store there is no way to access a “check in” or any appointments. I check in with someone at the door, mentioning no check in on the app, and his response is “Oh well That’s how it goes” He comes back outside again and tells me they are running behind, I should come in and sit on a bench which was in the corner. “running behind” there are only two customers in the store, and no other customers coming in. At 1:20 another customer comes in and she is assisted immediately, I remain patient. I am approached by a sales person at 1:30 ready to help. I am upgrading 2 phones on my account, and we go over a few various options that I know I am already interested in, we go to the counter to start the paperwork and I am asked, “do you have your info backed up on the cloud?” I reply that I don’t and I am expecting them to transfer the data for me. “ we don’t do that anymore” in disbelief I say “ You don’t do that anymore?” and theirs was a reply of “Yes, that’s the issue.” I have no idea what that is supposed to mean, and I’m trying to figure out how I will get the data to my phone., before turning it in for a credit. I have now worked with this guy for 15 minutes, and I am told that a different sales associate is going to help me instead of the guy that I was just talking to………My ‘new” sales associate starts with “OK, how can I help you?” he needed to start from the beginning on what I was looking to achieve. I left the store, went to a “Best Buy”, didn’t need to make an appointment, was assisted within 5 minutes, of arriving, the Sales person was able to transfer my data, and he was able to assist me in making adjustments to my account paying less monthly and now have unlimited data @ 5G. The days of me using brick and mortar Verizon...

I’ve visited the store twice, first time working with Gabriella was the perfect customer service experience. Friendly conversation while helping me process my device trade in. Second visit was another device trade in, but this time the store manager was the one that helped us, I’ve had a more pleasant customer service experience at gas stations and Walmart than with this man. To be fair, everything we went to the store to do, we got done. But everything along the way was aggravating, not being very helpful, I’m having to ask questions to about half of his questions to understand what he’s asking. He also he made us completely reset the iPhone we were trading in before activating the new iPhone that we upgraded to for my girlfriend. I did my iPhone transfer at home and was able to do the intended Apple transfer where both devices are on and transferring data from the old one to the new one. He told us that “to do that is a $30 fee and we would have to set up an appointment for that.” I did this whole process at home in 10 minutes on my new phone I had delivered. It’s ridiculous that they wouldn’t let us do that, I could’ve done it myself with no help from any of the staff while they helped other customers waiting for service. I’ll never come back here unless I have no other options because of my...

I have business service with Verizon, and I am contacted 1-2 times per year for an account review by someone from the Westlake store claiming to be the account manager assigned to my account. These meetings are generally just them trying to sell me more services, but they encourage me to contact them if I need anything and they provide me a number to their direct line. I have attempted to contact this person multiple times and the number provided is never connected. I later learn that the account manager has changed. Today, after unsuccessfully trying to reach the account manager (which I spoke to on account review last month), I call the store at the number listed on Google Maps. After battling with an AI for almost 10 minutes, I was connected to an operator who was 1. Not at the Westlake, OH store; and 2. Not in the business department. This operator then transferred me to the business department, but the connection wasn’t completed so I had wasted 15 minutes. I will next attempt to visit the Westlake store in person and meet with someone in hopes they can answer my question, but based on past experience, they will tell me to call the business department (which will only result in me getting frustrated by AI’s. Please, Verizon, all I want is to feel confident that someone values my business...