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| - The only reason this review gets one star, is because there is not a zero star option. Having my fiancé's daughter going to school in another state and having to endure the behavior from a "customer service" sales rep that she did, for two entire days, is reprehensible. You can reference the review below with more details from Lauren H. On top of everything that Lauren described,you can imagine how frustrating it is as a patent to experience this.
1. Your daughter is in an unfamiliar city, in another state.
2. Her phone breaks
3. She has purchased and paid for a new phone online.
4. She is an authorized user on the account, and there is a specific note on the account that states that the phone is to be given to her, per customer service.
5. She goes to the store and Jen will not give her the phone. Stating that she needs the credit card that was used for the purchase.
6. Her father then sent her a photo of the card (as he is in another state), and spent over an hour on the phone with customer service. Customer service was shocked by the behavior in the store and offered to call themselves.
7. Meanwhile, as this situation is unfolding, her friend and roommate left for a few minutes to grab a smoothie. Upon return, she was refused re-entry , leaving one girl standing outside, with no where else to go, in an undesirable area, and the other alienated inside with verizon representatives that were not only rude, but intimidating as they talked about her amongst themselves,right in front of her.......This is just day one. She did not get her phone, and was asked to come back tomorrow.
As parents we assumed that this issue would be resolved upon return the next day.
-When the girls returned, they were met with more unacceptable behavior. Rude comments and attitude from both Jen and the other representatives. They were met with nothing but negative behavior, and had to stand there while the rest of the representatives talked and gossiped about their situation.
-Her father spent an additional hour and a half on the phone with customer service trying to get some help with the situation that was occurring in the store.
-Several hours later, after calls from customer service to the store, and the embarrassment that my fiancés daughters had to go through, they agreed to give her a phone.......But she had to pay for an additional one with her own card. The one that was paid for online was unacceptable to Jen, and they would not authorize her to pick it up. Therefore, we have now paid for two phones, and will only be leaving with one.
-Once Jen conceded, and finally agreed to give her the second phone that she paid for in person, she told her that she would do it, but that our daughter would have to go to the back of the line, and that it would be approximately two hours before she would actually receive it. This is after she had already been at the store for over an hour yesterday and several hours today. This is more than unacceptable. This is not how any respectable corporation would allow there employees to treat their customers
-We have been verizon customers for 10+ years with not only personal accounts, but with business accounts as well.
-After this behavior and treatment by Jen and the other representatives at the store we will be discussing this at length, contacting Verizon directly with these facts, and very seriously considering taking our business elsewhere.
-Our children all have cell phones because we want them to always be able to communicate with us. Their safety is our utmost concern, especially as they leave for college out of state.
-This store, its employees and specially Jen have done nothing but make a stressful situation worse. Shame on all of them. Management needs to re-evaluate what is best for there location, store and coorporation.
-Verizon, is this the image that you want? You are spending millions of dollars in advertising to emphasize your brand and exceptional level of customer service. This experience has proven to show the exact opposite of what you stand for.
Ps: thanks to Vanessa for stepping in at the last minute to help out and resolve this issue. We are so grateful for your effort.
https://www.yelp.com/biz/verizon-phoenix-8?hrid=LjaelyBklCO_JYmg_SxQ-A&utm_source=ishare&utm_content=review
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