Verizon Wireless

I had, what I consider, the absolute worst experience possible at this location. Only way it could have been worse was if the store got robbed, or a wild animal broke in and injured my family. Woke up early Saturday morning to go buy the wife a new phone, and ended up getting stuck in Verizon for over 3 hours. I was rotated through 3 different employees, and no one seemed to know how to do their job properly. With that being said, everyone I worked with seemed like intelligent people, but the way Verizon has their business set up, it is like trying to solve a rubix cube in order to help customers. All 3 employees severely struggled to relay pertinent information to aid us in the purchasing process, and were unable to complete the sale due to technical problems. Once a sale was finally made, the phone wouldn’t make outbound calls, so we had to wait while they called tech support. Tech support’s grand solution? Come back tomorrow, it should be working by then. Thanks for wasting my entire Saturday morning Verizon. Turning the phone-​buying experience into a process similar to taking the SATs is not a good way to run your business.

Damn no zero star… First. I was once with T-​moble customer and was snookered into going to Verizon by their commission based sales person. After having my Galaxy S6 since July, my screen went black. Now I have an Otter box with a glass protector on it. I took it into the Northlake location where I was greeted and ask what I needed. That is where the downward spiral began. Attitudes changed. Oh this is a warranty deal… no money made here… so the girl came over examined my phone. Ripped the protection off the glass. Said «it’s cracked». My screen was flawless. Confused I said where? «Oh the LCD is». «Most likely not going to be covered by warranty». «If I send it they won’t let you know if it’s not, they will just charge you $ 300. I would just pay the $ 140 towards your insurance». Severely pissed, I walked out. Drive straight over to Best Buy next door. The Samsung help desk was able to obtain warranty ticket and info from samsung. Talked to them about the issue and made them aware of the flawless condition of my phone… Hey guys in the Verizon store take notes… THAT IS CUSTOMER SERVICE… will never go to this store again. Thanks best buy for picking up Verizon store at Northlake slack. …

Aside from the employee who opened the door for us, the customer service is absolutely terrible. The aforementioned lady is apparently only good for opening doors. My wife and I stood in the middle of the store, obviously in need of help, for at least 20 minutes. Never once were we approached by a single employee to see if we could use assistance. We were ready to purchase two phones, but after that atrocious display of inept customer service we are heading home to purchase our phones over the internet. Maybe Verizon’s online customer service is better.

Verizon’s 3^rd party (boo) insurance was giving me a really hard time with getting a new phone, their policy was clearly ridiculous. After hours of back & forth & transferring me to someone else I went straight into a store. Chiquita welcomed me, heard my story and immediately knew what to do, who to call and what to say. She was extremely pleasant, apologized for being on hold (forever) with VZW & Asurion. She seamlessly helped other customers while keeping me informed of what was going on. She ended up getting me a new phone that day, in store. I was ready to walk away from Verizon, but she changed my mind. Thank you Chiquita you were a bright, sunny part of an otherwise dismal day.
Verizon: DROP ASURION they make you look very bad!!!

The miss’ finally decided to start living in the now and wanted to upgrade to her first smartphone. We had to go to the mall for other stuff so we figured we’d just do it while we were there, rather than going to the store I prefer that is closer to us. The service was decent but I was a bit put off by some things.
One of the things I like about going into most Verizon stores is that there is either a «greeter» to get you checked in, or you can check yourself in. This ensures that everyone is helped based on the order they enter, much like tickets at a deli counter. This place didn’t have that, so it was a matter of having to hang out near the sales reps so that when they were done they would turn to you next, as opposed to someone who walked in after you. The other thing I don’t like about this location is that there are very few phones on display. Not only are there almost none to look at on the walls, but even when you sit down with someone to look at models they give you phones that are either not charged up or are locked so you can’t play around with them too much. This makes the decision process a bit frustrating as it’s difficult to take all the potential choices for a quick test spin.
The rep who helped us was friendly and pretty knowledgeable which helped the process go much faster. My wife told him what she wanted (a basic smartphone that wouldn’t cost her anything out of pocket) and he brought out the three phones that met that criteria. I was glad he didn’t waste time trying to change her mind and upsell her a better model. It was just a pain that two of the three phones were not useable, though the one that worked was the best choice for her anyway. We also decided to finally switch over to a family share plan to save cash on the data useage fees, and they were able to do that. It took a super long time for the corporate customer service number to pick up and help us, but that was Verizon in general, not this store.
In the end it was a decent enough Verizon experience, and the miss’ proclaimed that it was the easiest trip to a Verizon store she has ever had to make. For me, I like being able to check in so I can see how much of a wait I have ahead of me, and I definitely want to be able to use the different phones before making a decision on what I’m going to buy. While I prefer to visit the location in Huntersville whenever I need to go to a Verizon Store, if I happened to need to go while at the mall I wouldn’t think twice about heading in here.

Customer service was served up with a little attitude this evening. It seems Verizon is training employees not to give you something for nothing! We left empty handed. I will go to another store where the employees are nicer and friendlier.