Verizon

"My first visit I switched from an IPhone 13 Pro Max to get a Samsung S24 and I also switched from AT&T. The IPhone 13 Pro Max was going to be a trade in but I didn't trade it in yet. I was going to wait to see if I liked the Samsung first. I was told if I don't like the Samsung I can bring it back and I can bring my IPhone 13 anytime within thirty days to trade in. The IPhone 13 was supposed to go towards my phone. My first visit was very smooth but the other visits left me skeptical. So I hated the Samsung phone, two weeks later I brought it back and I got the new IPhone 15. Mike who helped me get the IPhone 15 told me to come back the next day to trade in my IPhone 13 because they were closing. I came the next day and this time it's my third visit. I spoke to the store manager and I told him I’m here to trade in my phone. He told me the trade in wasn't in the system. I was confused because Mike told me I could trade it in the day before. The manager told me I need to schedule an appointment. He told me he would have to call Verizon customer support to change it in the system. We set up the appointment for 11am the next day, but I then told him to move the appointment time further in the day to 1pm. He said he would but he never did and I know this because I got email in the morning saying it was at 11am still. So I came in for my appointment at 1pm like I told the manager. I saw Mike again and I told him I have an appointment with the manager. He grabs the manager and he was being standoffish and he never called customer support like he said he would. The manager told me I'm just going to get credit for my phone. After that he walked away and never came back and mind you there was no one in the store!!! I don't know how this whole process works. I kept asking questions and I could tell Mike was getting frustrated. He went and grabbed someone else to come talk to me and explain the situation. The other guy told me the system acts weird when there's to many exchanges, but this is their job they should know how to easily fix situations like this. So I still gave them my IPhone 13 trusting them, but I left feeling dissatisfied and now I feel like I should've took my business elsewhere. I'm also dissatisfied because of how the manager LIED about calling customer service. Also, for how confusing they all made it seem when I have no clue on how these trade ins work. Mike was being confusing and he kept saying different things. I won't be going to this store anymore and I hope they tried everything they can to help me out. I wanted my trade in phone to pay off most of my phone. I didn't want it to go towards paying one monthly bill. This is not how a manager should treat his customers as well. That's why I'm giving it two stars because it was not a good experience. Why was it so confusing for them to explain it and why couldn't the credit go towards paying off my phone? They need to be more compassionate to customers."

"As soon as I walked into this Verizon store a woman immediately came up to me asking if I needed any help. I was there to only ask about their different internet plans to it was only going to be a short visit for me where I wouldn't be looking around for anything else. She was awesome and I wish I had written hr name down but I'm sure she will remember me if she reads this review. She also didn't best around the bush like other stores did to me and gave me only exactly what I wanted to know about unless she had a better option for me in which she did and if I could rate her as well she'd get 10 stars. I will be going back to this Verizon to do on the advice she gave me. I only go on that side of the island once a month so I'll be back there in about 3 weeks and then I'll be a part of the Verizon Plan. Aloha"

"Edit... November 9, 2023 DO NOT USE THIS FOR VERIZON. THEY WILL NOT HONOR THEIR WORD. Store hasn't changed, we walked in to add a line and was given a plan to go to Apple and buy the phone and come back to the store to setup the line and receive the "bring your own device credit" After buying the 800 dollar phone, we walked into this store and the manager tells us they have us the wrong information and can't offer us any deals what so ever. I had made an appointment with this store so they had my information and could have contacted us at any point to inform us that they screwed up. But they waited until we bought the phone and drove back to the store to tell us they screwed up. This manager kid was far from remorseful and did nothing to help the situation. E I made a one-star review of this store five years ago. I walked in today and nothing has changed. These employees have little to know knowledge of their products. I was able to ask a couple questions to Jake at the door. But then I asked about any Christmas sales and he told me I'd have to get an appointment. Once I came in for the appointment, I went over my previous questions I asked at the door because my appointment was with a different person. She had no answers to the questions and tried to tell me I had wrong information. She also said they can't talk about Christmas sales and promotions. I had her get Jake over and he said there is a lot of promotions currently but none were available to me! Me, a customer of Verizon for over 9 years.. He also said he couldn't tell me about the "long list" of promotions he referenced. He was getting irate about me pressing the matter... Jake, a manager of the store! And he's getting irate at me asking him questions he couldn't answer. So I told him good day and left. I will not be back, ever. I will tell everyone of this experience and how inadequate of a manager Jake is."

"After spending a great deal of time just to purchase a phone in store at Windward Mall Kaneohe HI I’m told they can’t make changes to certain areas of my account (that makes 100% no sense) I need to leave and call the toll free number. Problem number 1. I return the next day to trade in my phone as I choose to do the transfer backup and testing at home before erasing my current iPhone. Upon return more sitting around time wasted and the service person didn’t listen first time when is said don’t drop it down as it’s only $5 savings, and downgrade my Plan anyway to another lesser program no dropping my needed Hotspot service for business. Problem 2. They take my phone but don’t give anything in return to confirm drop off (just trust). Also find out after the fact they took the charging cable out of the box so I had to ask for one of those the next visit. Problem 3. Then they tell me they can’t get it back to my original Plan as the “Systems are Down” plus “well it’s East coast time so….”. What a load of %@#&. I need to come back again. My time is irrelevant to them as it’s their job to sit around and get paid for it. For me it’s loss of time (it is not returnable) and money as a business owner. Terrible. Next day back again (three times now). Plan is finally back but iPhone still not entered into the system showing I dropped it off. No proof. And Chris, Assistant Manager tells me systems are down but again so I beg to send me an email at least saying my phone WAS dropped off for the credit and the service person, name? ( black kid) assures me he will do that. No never get an email. My Verizon App as of 4 days after original purchase still says it needs to be dropped off and a deadline to do so. Remember, I no longer have the iPhone 11. This is ridiculous. I get a text this morning Chris Assistant Manager is working on it. 8 hours later no follow no resolution and my, what they say $700 value trade in, phone is in the ether. Terrible team, terrible service. Walk in there just about anytime and you’ll see 4 staff sitting around playing on their phones. Maybe 1 customer or no customers. And they can’t get something so simple resolved."

"I was frazzled when I got there today. Was told on 'myverizon' that I didn't have insurance...well thank God I was helped immediately by JAMIN. he put me at ease, helped me, and found out that all was well. He helped me with my claim too. Jamin is a life saver! Yay!!!"