Z Wireless, Verizon Wireless Authorized Retailer

Due to my problem continuing for the past 3 weeks, with no help from this retailer, I would like to share my experience to help warn others who might be considering a visit to this location.
My phone was due for an upgrade, and I decided to visit this location simply because of location on Sunday, Sept 20^th. Upon arriving, I noticed that they have a very small selection of phones — not a big deal for me since I walked in knowing I wanted an iPhone 6. Right away I was greeted and had my account pulled up to help determine my options. I went ahead and ordered the phone (requested an iPhone 6,64GB, gold), since they didn’t have any in stock. Again, not a big deal– I understand a small retailer like that wouldn’t keep a large stock. On Wednesday, I get a call letting me know that my iPhone 6S had arrived to the store. I immediately called them back, in hopes that they misspoke on the phone. It took me calling 3 times to get someone to call me back and confirm (I wasn’t about to waste my time going into the store for the wrong phone). It turns out that they did indeed order the wrong phone. Frustrating, yes, but I understand mistakes can happen. It turns out the phone I wanted was completely out of stock, so it replaced it with the next closest option. I understand mistakes can happen, but it’s a bit alarming that they (We were working with the Assistant Manager, Jeremy) didn’t catch this when placing my order. So, on Wednesday Sept. 23^rd, they put in an order for a new phone (iPhone 6, 64GB, silver). I was told the phone would take a few days to arrive, and to expect a call. On Monday, Sept 28^th, I called the store because I had not yet received any news of the phone arriving. It turns it out it was in the store, and I was told to stop in and pick it up whenever. Monday evening I stopped in to pick up the phone and activate it. There was a lot of confusion as to whether the phone was already paid for (I did this when I ordered the phone on Sept. 20^th) and it turns out, the phone was never put into inventory, so they weren’t able to give me my phone. I was working with the Manager, who could see my frustration, and decided to let me leave with the phone, under the circumstances that I would return the following day, Tuesday Sept 29^th, just so they could invoice out my phone (whatever that means). I decided to take the phone, because I would have to come back the next day regardless. Tuesday evening, I stopped back into the store and right away was acknowledged by the Manager (David) that I worked with the previous night. He was working with other customers, so I waited my turn until someone could assist me. 30 minutes later, another associate was available to help me, at which time he found out that my phone was not yet in inventory. My first thought, is why didn’t David tell me this when he saw me walk into the store, instead of having me wait and waste time? He didn’t look anything up— he just told the other associate that it wasn’t ready yet. This was now the 3^rd time I was in the store for problems that they created. You can bet that I was more than frustrated, and I made this known to them. The other associate took my information and promised to have David call me back when I would need to stop back in. As of Monday, Oct. 5^th, I still hadn’t received a call from the store, so I decided to give them a call. I spoke with someone who took down my information and promised to have David call me the next night (Tuesday). Today is Wednesday, October 7^th and I have received no call back, and I apparently have a phone that wasn’t put through inventory in the store correctly, so I have no idea what my end result might be.
What makes the whole experience very frustrating, is that I simply cannot get anyone to return my calls, or follow through on any action items they promised me. I understand mistakes happen, but ignoring them and avoiding your customers isn’t how you do business. I would avoid doing any kind of business with this retailer. Simply choosing to visit this store based off of location will leave you in regret, as this is the case for me.

I don’t recommend this location or any other owned by Zwireless. They say they have exceptional customer service but when I had an issue they would not return my calls. Finally got my problem solved by going to the corporate customer service. Use the stores at the Fairfield Mall, Dayton Mall or Xenia.