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  • I don't normally go out of my way to write a bad review, but for the situation I came across I believe it merits one to WARN future customers who come to this location for customer service. I came on a Saturday with an intent to buy a new phone in which the agent, Saul, assisted us with. Now, we were difficult customers to begin with because we could not completely understand the breakdown of charges they were going to give us based on various options. Saul was very nice and was very patient with us. But of course some things may be too good to be true as we all know that all agents here not only are required to provide good customer service as top priority but they also get commission. So agents will have their own agenda in mind. Now we were given a good option to take the Edge program where we make monthly payments towards paying off a new phone. However, Saul pitched to us (of course in a very nice and charismatic way) that with the program we would pay an up front price of $140 towards some sort of "insurance to keep the phone in good condition" when we would have to trade it back one day. So we bought into this BS with our undivided trust on Saul to be very honest. With this "insurance" up front cost came "a series of retail products that come for FREE!" we were ecstatic! We were thinking we were getting a good value here! I went through my receipt when I got home realizing that I was charged $140 on retail products I didn't even want! Phone car charger, screen protector, phone case, and a $60 blue tooth device. WOW! So..that's what my insurance was. I was upset and felt completely taken advantage of as no one explained to us this "deal" or option. I'm not quite sure if this is a Verizon sales tactic that this company trains them on or its purely developed by these agents but this is absolutely NOT COOL. I came back to speak to the manager nicely about our predicament in which he was willing to refund everything, but no apology, and instead decided to correct me "it's a bundle option that goes with the Edge program." Yes, FOOL I KNOW IT'S AN OPTION NOW! However, NO ONE DECIDED TO TELL ME THAT WHEN I GOT IT THE FIRST TIME. They pitched to me AS IF IT WAS NECESSARY. Being two women who came off as incompetent because we could not understand his breakdown, I felt completely taken advantaged of. So I am livid and would NEVER GO BACK. So, be prepared to come in with your guard up on this one...and DON'T TAKE the "bs bundle" unless you really really want it.
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