Verizon — Local services in Winter Garden

I went to Verizon in Clermont to replace a cracked screen protector for my iPhone. I didn’t know that it had any kind of warranty, nor did the salesman ask me where or when I purchased it. He was only too happy to sell me a new one for $40. He told me ai would receive a receipt by email (which I never did). As I’m leaving he gave me instructions to register my new purchase for a lifetime warranty. I went home and attempted to do so, and noticed I had already purchased one a couple years ago - the one I just replaced. I went ahead trying to register the new product, but because I wasn’t given the packaging or a receipt I couldn’t fill out the required information to register my product. I tried calling the store repeatedly, but their phones were apparently busy. I’ve never had that experience with another business, and certainly wouldn’t expect that to be the case with Verizon. I drive back to the store and when asked why I was here I explained what happened and my complaint was escalated to the manager. He told me they never check to see where an item was purchased or to see if it might be under warranty, that is the customer’s responsibility. Disappointing, but fair enough. He then told me that Zagg just started their lifetime warranty on screen protectors the end of last year, so mine would not have been under warranty anyway. I found out later this was not true when I was able to successfully get mine replaced through Zagg, no problem. Now the crux of the issue. I asked the manager if I could get a refund for the one I purchased today. He said He would be happy to do so, but I had to return mine today, meaning my phone would be vulnerable to damage until I got a new one from Zagg. I asked him why I couldn’t return this one when I got my new one, since they had already trashed my old one. He told me it was impossible because their computer system greys out the field they need to check to allow such a return, unless the return is done on the same day of purchase. Really? I am certain I was lied to at least once, when he told me the lifetime warranty was a new deal, but I suspect I have been lied to repeatedly. I definitely will not be returning to this store, and I am not sure whether I will see Verizon the same way as I did before...

The customer service at this location is far below the threshold of what should be acceptable. I came into the store on 4/19/24 for a simple upgrade to a S24 ultra that turned into me making 5 trips back to the store with zero consideration for my time and money. 1st visit I purchased the phone and explicitly ask for the phone not to be activated to which the rep assured me it was not activated only for me to find out when I arrived at my office building that they in fact did activate the phone and not even with my correct number. That issue required 2 additional trips to correct the problem costing me half a day of work. At that point I choose not to trade my phone and was told I had 30 days to bring it if I choose to claim the trade in credit of $800 for my note 20 ultra. I returned back to the store on 5/17 deciding to trade the phone in only to met by a very rude representative that literally told me to call customer service if I wanted to trade my phone and claim my credit without even attempting to check my account and verify I was actually within my 30 day period. After I asked him several times to check the date he then confirmed that I was still eligible to trade my phone in but said it would only be $400 because I didn't have a add-on to my business plan to get the full $800. Being treated subpar by store personal is unacceptable especially when I followed the guidelines set out by Verizon. In the end I returned the s24 ultra and returned back to my old note 20 purely off the fact that I was treated so poorly at this store by the gentleman working the morning shift on 5/17/24 10am I didn't catch his name otherwise I would have gladly placed his name in this review. The loss of my sale and me looking to move all 5 of my lines to another carrier is solely based on my interaction with that gentleman. Do your shopping online store reps lack the customer service capacity to provide an...

I called earlier in the week to make sure the phone I wanted was there, I was told there was plenty in that color and I would be fine. When I arrived, they had the phone there and there was an issue with it that had to be called in. This was fine, these things happen, I told it would be 10 minutes. Halfway through waiting, I was reassured everything would be okay. I was fine with this, it's not their fault the phone wasn't able to scan. Almost 40 minutes later the sales guy came over and asked if the manager spoke to me, I said no and proceeded to tell me that they could not sell my that phone because it was somehow in transit since an October shipment and was in a weird state of limbo. It was also the last phone they had in stock. The experience itself was fine(hey stuff happens) until I realized I was lied to earlier in the week and waited around for almost a total of an hour because no one had wanted to tell me the news that I couldn't be sold the phone. When I asked if they could call other stores to see who had it in stock, I was told they couldn't do this but could ship it to me. In the past, other stores have been called when this happened, so I knew this was false. Of course at this point I asked about me calling earlier in the week about having the phone in stock and was told that the phone I wanted was highly popular and almost ran out. (Yet somehow this phone was part of an October shipment?) Why wasn't I told this when I called earlier in the week? Overall, it could have been handled better and I don't appreciate being lied to and avoided. Highly dissatisfied with my experience and upsetting I had to wait almost an hour for nothing. I will look for my phone at a...