Verizon

"Today (2/5/24) I went in to this location to ask if they could see why my trade in promotional discount had not been applied and was treated very rudely by the male manager. A young lady sitting on the left entrance of the store greeted me and asked how she could help. I explained to her that back in June I had added a new line along with a trade in but I had just now noticed that the promotional discount for the trade in had not been applied since my phone bill is on auto pay I never bothered to really look at the amount, until recently that I was getting my expenses in order for my taxes. She proceeded to ask me for my phone number to be able to access my account. Once in my account she asked which line was i referring to therefore i proceeded to tell her. She then said she didn't see the trade in and asked who had helped me and what exactly was said to me. I advised her I didn't recall the young ladies name but i described her and advised she had said the promotional discount would be applied in a month or two. Young lady helping me proceeded to tell me there was nothing that could be done as they had no record of a trade in for the line in question. She then proceeded to ask her manager if there was anything that could be done who in response laughed and said "not after 7 months". I then attempted to ask why when the manager who I could not see at this point asked for my phone number in a rudely manner which I provided and stood up so I could see who was speaking to me since I didn't want to be speaking to a wall. He then mumbled something that I didn't understand and before i could say anything the young lady said "no" and proceeded to say my name as she rolled her eyes at me. I then said " I don't understand why y'all are being rude". The manager and the young lady both snapped at me. The manager then proceeded to say "you need to leave my store". To which I said "it is not your store it is Verizon's store" he then replied laughing "its Russell Cellular but whatever you're no longer welcomed here". I said "fine with me there's other Verizon stores I can go to". When I arrived home I then started a chat with an online Verizon customer representative and explained everything that had happened. The wonderfully representative named Shelly helped me and after an hour or so she was able to find the phone I had given this location for trade in and she was able to apply the promotional discount for the previous and future months. I really wish in person representatives had better customer services. Needles to say I will no longer be purchasing from this location. My husband is needing to acquire business lines via Verizon but we will be going to a different location or will just do it online, since the manager said i am not welcomed at HIS store."

"The young man who helped me was very willing to help me with my cell phone even thou I didn't purchase it there! I've gone to other Verizon stores and they won't help me with my phone! He helped me solve my issues! Will highly recommend this Verizon store!"

"Went in for an upgrade and was assisted immediately by Briana. She was able to explain to me new promotions for my account. And assist with every question I had. I walked out with a new phone and all the details I needed to feel comfortable. Excellent service!"

"My husband had purchased a phone for me from your Odessa store. The customer service rep was horrible we had to go back. Phone wouldn’t work. Ivy at the Andrews Verizon store was amazing. Helped in every way possible. Tried everything to ensure we were satisfied. She definitely is the only reason we continued our service with Verizon. As a company you are very fortunate to have such an amazing employee and I can only hope she would be sent to your corporate store and show them exactly how to ensure customer service."

"Brianna was awesome at customer service and knowledgeable about the services and equipment! She had been at the store by herself the whole day and still treated everyone with professionalism and kindness! She is an excellent asset to your company!"