Verizon — Local services in Wilmington

Great store if you’re a new customer. As a customer of 22 years, I was left with a sour taste and now feel motivated to transfer service elsewhere.

I waited about 20 mins for help yesterday, which was fine, but during this time I listened to the girl working try to sell a lady a new phone and plan. She went to her manager and had the price for her plan and new phones reduced at least 4 different times. Added on a manager’s discount, added a $200 credit to their acct just to get them to sign up and explained this would cover the activation fees etc (all the fees I just paid myself for a phone that wouldn’t work).

Once it was my turn, I explained I received my new phone in the mail the day prior and was on the 15th hour of trying to set it up myself and having nothing but issues. I also said very clearly that during this process I was finding that I didn’t like the size of the new phone at all so at this point I’d rather go ahead and upgrade to the max for a larger phone. The girl helping me was so condescending and refused to allow me to upgrade the phone. She did get past the issue I was having with the transfer, and I literally said “yay a phone I don’t want” and she basically told me to have a good day. She commented multiple times that I would have to pay a $50 restocking fee if I switched to a diff phone. And she said any promotions I got wouldn’t carry over—which, there were none, not even for a 22 year customer. So after sitting there listening to her knock money off of someone else’s bill multiple times, I had to listen to her hype up how much I’d have to pay to get a phone that I don’t hate and still wouldn’t let me do so.

Something for her to consider: had she let me upgrade the phone like I asked to do from the beginning, I wouldn’t have had to open and use the new case and screen protectors I’ve bought for this phone and could’ve returned them. So now if I go back to upgrade, I will lose out on even more money. I have debilitating anxiety, I consider all scenarios before I make a decision, I did not need you to speak to me like a child and tell me to consider all of the different fees you were going to charge me. I was already aware and at terms with it.

I also apologize for any typos, as I struggle to type on the phone I don’t like and was forced to keep by...

I needed a new phone as mine was old and won’t stay charged nor enough storage. Amanda was fabulous helping me choose a new one . I received it a day or so later . This is where problems started . It was supposed to be a very simple transfer of everything from old to new phone . Purpose of getting a NEW phone because of lack of storage. I did not have enough storage to transfer anything. Called 800# no help …. So next day I went to the store as I really need a live person to HELP me. I drove 40 minutes to get there . I go in and speak with the guy inside with the clipboard/ tablet (whatever) I explained issues and he immediately said we don’t do that here in the store you’ll have to CALL the 800# I explained I had already done that with no help that’s why I’m here . I NEED HELP! He took my old phone in hand clicked a couple things and said there I’ve freed up 5 gigs it’ll let you transfer now. I asked if I could have a seat and do it there as I did not want any more issues and if I needed help I would not have to come back . No …. One in one out …. I’m so very frustrated already and he’s not even nice or concerned and absolutely NO customer service skills . He’s a rude little short guy . I told him if it doesn’t work I’ll be back . He shrugged his shoulders ( whatever was how I took it) I went to a nearby restaurant to sit with WiFi and try to get it to transfer . For THREE HOURS I tried!!! Of course I did NOT go back over to Verizon store as now I’m very very very frustrated and I pride myself to being kind …… it would NOT have been a good thing at this point .

I just want to say because of this rude boy I had a very bad experience. I think his name was Jeremy however I could be wrong . Short stalky not much hair . He needs to be kind and learn a lot about customer service skills . Work without an attitude!!!! There are a lot of us out here that spend hard earned money and NEED assistance with technology. I don’t wish anyone to lose their job but take more pride in their craft and always be kind helpful and patient with those of us that...

My experience was so bad I left Verizon. If I'm going to pay top dollar for the best cell service I should have all around top shelf service. It was garbage and If I was the type to be offended I certainly would have been.

I went in to renew my corporate discount that I get through my employer who I'm sure has nearly 100k accounts with them. It's a big company so not everyone has the same proof, but I have many coworkers in the same situation as me that have never had any problems getting the discount.

I brought multiple documents that clearly prove I still work for the same company that furnishes the discount. And I was told at two different locations(I work on the road) that these documents would be sufficient so I gathered them at home and went to renew it. The employees(one sales employee and a manager) not only did absolutely nothing to help sort this out the way that people from other stores said it could be done, but they made me feel as if they thought I was lying and treated me as if I was trying to scam their system.

After about half an hour of getting nowhere with the manager I told the sales associate I wanted to pay off my phone in case I decided to switch services. But I clearly said I would stay with Verizon for now... two weeks later I tried to change my plan to unlimited and got a notification that I had a line disconnect scheduled and I had to cancel that in order to change my plan.

Even with my discount I still paid substantially more for Verizon than my current carrier. But I did so for the quality cell and customer service. After all that I decided it was not at all worth it and these giant, expensive carriers should not be able to do this. I left. And my current provider tmobile has infinitely better customer service, high speeds, and increasingly larger coverage. Not to mention a stellar price. Even overseas I had fantastic service and data and texts included in...