Verizon — Local services in Willowbrook

Absolutely terrible customer service! I was having problems with my iPhone starting in the beginning of October 2020. I was in an out of the Verizon store at least over 5 times in November and even more in December because of all the problems with my phone. I had a warranty that I paid extra for but instead of letting me use my warranty and just getting a new phone, they constantly gave me the run around. Every time I visited this store, I was with a heavy set black woman who was incompetent and did not know how to fix phones. I knew more than her. She even ended up deleting over 6,000 of my photos that were on my phone and didn't even fix the problems with it! On the day before Christmas, I was in and out of the Verizon store. That morning, I went in (was placed with the black woman again) and she said that with my warranty that I could receive a new phone for free or upgrade to a new model, but I needed to update my phone to do this. I was confused at what another update was going to do (because she and I had already done many with my phone) but I agreed to it and went home to do it. I came back in and was surprisingly placed with a different worker who claimed that I had no warranty! They brought the manager out (Manny) who claimed that the black woman never said that I had a warranty and that I had to buy a new one. They said it was a "misunderstanding" but I was very clear to the black woman that I wanted to just use my warranty. She had even agreed earlier that day that there was nothing more that could be done to salvage my phone, and she even checked that I had a warranty (she showed it to me on the computer). After having a discussion with them, during which I found out that the manager (Manny) that came out wasn't actually the manager, they refused to assist me. It was ridiculous because all 5 or 6 of the workers were there watching the situation like it was a tv-show. All they needed was some popcorn. Additionally, because I was with my mom and their COVID restrictions, they only allowed one of us inside and forced the other to stand outside the entire time in 18 degree weather with heavy winds even though they could have easily social distanced another one of us in the store. They didn't have any other customers! I ended up going to another store and received much better assistance. IF YOU NEED TO VISIT A VERIZON STORE VISIT A...

If I could give this store Zero reviews or anything in the negatives I would. Recently, My mother and I switched over to Verizon from a different carrier, I purchased two new phones over the phone with a customer service rep and one of the phones was over nighted to my house and I was supposed to pick one up from the store. My mother and I traveled 30 minutes to the store to pick my new phone up since it was the only phone in my area that had that specific phone and color available, when we showed up the general manager had an attitude and wasn't really nice and we said we were supposed to pick the phone up and he didn't seem to look anything up in the system and said the "system was down" and just had a "well there's nothing I can do" attitude, so he couldn't do anything was so unhelpful to us and my mother asked if he could help her with hooking up her new phone since we brought it in, and he said and I quote "All you have to do is turn it on", which is very rude and as a GENERAL MANAGER you should be able to help your customers. So we left and called Verizon Customer service to ask why the phone wasn't at the store, and a very nice gentleman helped us and actually called the store as soon as possible and spoke to the store manager and another manager or supervisor and even THEY were being rude to the Verizon customer service rep and because of such bad customer service he took time to be able to provide me and my mother with credit on our account that the store couldn't and probably wouldn't give us for THEIR mistakes and for their bad customer service and the nice customer service rep is actually keeping in touch with us to make sure I get my phone because of the inconvenience. Not only was the general manager very rude, the other employees were being rude to other customers in there while we were there. This was probably the worst experience I have ever had at a phone store and the employees were no help at all and they should definitely have a Customer Service 101 class with the employees, because I actually decided to look up reviews on this specific store and there are actually more bad reviews on this store then good and this is just within the past 8 months and all of the reviews are the same...."bad customer...

Terrible customer service. So I did a trade in online and picked this location to trade in my old device. When I got my new phone I was having issues with the activation of it and at the time I was not aware I was supposed to receive a activation message on the phone because I never did receive it. So since I had to drop my old phone off at this location I went there to trade in the device and get help with my new device. I get there and all the agents are helping people that’s fine and dandy no issues I’ll wait. One of the agents finishes up with another customer and then proceeds to disappear in the back for what seemed like 15-20 minutes until another agent ran in the back to grab him because more people were showing up. When I was finally able to explain what was going on the agent said I would need access to the account and since I wasn’t the account holder I couldn’t gain access unless the account holder was present. Again no issues there totally understandable but I explain to the agent that was helping me that another location I usually go to just had me call the account holder to allow access. Another agent that was with another customer chimed in and rudely stated that wasn’t possible as if I was lying and this man wasn’t even helping me the other agent was. Eventually left the store and returned a few hours later with my mother who is the account holder. Again I proceed to explain what’s going with now another agent and the agent said for me to activate the phone I had to call customer service and he said something else my mother didn’t quite understand and she proceeded to ask what he was talking about which the agent then started to say she was getting aggressive with him which she was not. She wasn’t yelling or shouting maybe a little frustrated but she was not getting aggressive with him. We eventually left and got my new phone figured out and I ended up changing the location to trade in my old device because I did not want to go back to this location after my bad experience nor will I ever be going back. Customer service needs...