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  • I have given this store several attempts (two in person interactions) to resolve an issue with my bill after first being told to allow them to resolve any concerns directly. Of course, if someone asks you to come to them directly you should be obliged to do so. Before I go on, allow me to provide a premise for my terrible service with this store. One afternoon I had a couple hours to spare so I decided to see if I could find a decent deal on a phone as my S4 mini was on its last leg. I came into this store and after about 20 min wait Omar came to assist. He was helpful in answering my questions on the different phones and I told him that I did not want to spend too much more than my current bill for a new phone and plan. Long story short, after nearly 2 hours of back and forth between he and his behind the scenes manager I was assured that my bill would only be about $5 more than the current cost. Please keep in mind he added several other features that I did not need but kept telling me were necessary to keep my monthly costs low. Overall, with the breakdown he provided I didn't see any out of the ordinary costs so I agreed to the upgrade. Along with the upgrade, because I agreed to an accessory package and another phone case he promised a $15 credit on my next bill. He did inform me that my next bill out be higher because I was switching plans and including new features, so I would need to wait until the follow bill to see the new rates. The next bill was higher as indicated but I did not see the $15 credit that was promised. The following bill was not $5 more but $10 and again no $15 credit. I sent Omar several texts as he requested with no response...not even a "let me look into it for you" text. Due to the lack to communication I decided to go to the store. Zebastian recalculated my bill and found where the error was. He stated that he was going to speak to his manager for a $5 credit plus the $15 that was previously promised. Since his manager was not present he asked to allow me the next day for approval, which he later obtained. However, the next bill comes along and no credit. Again, I text Zebastian as he requested with no response! As a person who has worked in a customer service type capacity my entire career I understand the difficult role these gentlemen undertake. However, because I was their customer and they provided me assurance twice it is disappointing to receive this type of service. Because of this experience I have little faith in this store whatsoever. If I could get better reception with other providers I would leave Verizon in a heartbeat just because of the service of this store.
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