Verizon

Waited for an hour and as soon as I got help the lady wasn’t personable at all. She ended up going in the back of the store and disappeared. I waited for her (I don’t know why she went there in the first place), but ended up leaving. So disappointed in customer service.

Went in around 3pm, was greeted and «checked in» right away and was seen by a salesperson after about 15 minutes.
I upgraded my phone and changed my family plan. «Matt» worked with me and he was fantastic. I definitely recommend asking for him– he was great at explaining different options and cost differences. His customer service is what would keep me coming back to this location.

Unfriendly customer service.
They eventually resolved my problem (replacing a faulty Lifeproof iPhone 5S case which btw are TERRIBLE cases, stick to OtterBox), but the representative was so unfriendly and couldn’t give a toss. He originally wanted me to go back to the store I was sold this product to have them «deal» with my problem and accused me of damaging the cheapo cover that popped out. I got embarrassingly outspoken I was so upset.
What has happened to customer service these days? Verizon please educate and hire representatives that can provide decent customer service even if they hate their job.

Normally I wouldn’t care about this as I am a customer of AT&T, and have been for 8 years. BUT my parents are Verizon customers and they finally decided to upgrade their phones. First off, right inside the door, they don’t have a greeter. There are people standing everywhere and no one to ask what we needed help with, get us checked in, NOTHING. After a few minutes (and more people coming in) a girl finally came up and checked my parents in. Mind you, we walked in at 2:30pm on a Friday and didn’t walk out until 4:30pm. With that being said, lets continue. I really didn’t keep track as my parents asked questions to pass the time but I am pretty sure we waited 35 – 45 minutes (we were told there were 7 ahead of us). As we waited we discussed plans, options, and phones they wanted, and looked at available accessories.
Finally a guy comes up and asks how he can help. My dad informs him that they are wanting to upgrade to the iPhone 6 & 6+. They begin by looking at the current plan set up, and then quickly went into talking about monthly plans. Well, the guy apparently thinks that everyone knows everything about every plan that Verizon has to offer because he confused my dad on more than one occasion. The guy talked fast and explained the bare minimum. I did pay attention and would chime in on what I felt was best for them, and the guy decided that he didn’t like my answers and argued why he was right and I was wrong.
After going back and forth my parents made their final decisions and he went to the back to retrieve their phones. He returned a few moments later and told them the color options that he had in stock. They were acceptable to my parents so they proceeded. I feel like this process should have taken 10 – 15 minutes tops, but instead it dragged on for well over 30 minutes… maybe even close to 40+ minutes (I really should have timed him). Now I get that my dad had to create an apple ID, and the guy clearly saw that he could push any and all accessories on them and they’d buy… but really dude?!
Once the process was over and a few basic questions were answered we were on our way. Again, about 2 hours later! The staff seemed really terrible and only care about making money not making customers happy… but then again, the girl who is supposed to greet people and check them in is too busy playing around in the back and not even paying attention to what is going on that I don’t see how they do make money. Overall I am very under-​impressed with the customer service at Verizon Wireless… hopefully all of their stores aren’t run like this one.

My girlfriend’s father has a Android smartphone and came into the Verizon store off of Beltline interested to learn more about iPhones. I was a silent bystander to the entire encounter between him and the salesperson. Both my girlfriend and I have iPhones, but we wanted her father to hear the positives/​negatives of both types of phones from the salesperson.
Regretfully, from word go, the salesperson had an obvious bias towards doing her best to sell him the Android/​Galaxy phones and she was not interested in speaking about the iPhones in the least bit. The salesperson was pushy and continued to extoll the virtues of a Android/​Galaxy phone despite repeated attempts by my girlfriend’s father to try and explain that he really didn’t care about any of the bells/​whistles/​customization options that this young lady was telling him about… he just wanted to be able to make calls, text, facetime, and maybe get his emails. He was looking for the low-​tech smartphone option here and she kept pushing the Android/​Google option… with «it’s great customization abilities…»
I’ve heard before that Verizon stores are bonused out or incentivized at higher levels if they sell Android/​Google phones vs. iPhones, but I was very disappointed to see such a biased attempt by this Verizon rep to push one phone over another without giving any attempt at a balanced review. Really disappointing. Unless something drastically positive happens between Verizon and me in the next few months, this encounter has swayed my opinion enough to drop them as my own provider.

I would just like to mention that I have a phone in which my company carries me on their plan. Thus, getting an upgrade or making any changes to my plan need to be approved by my boss. Here comes the pitch…
First time I tried to use my upgrade to get a new phone: «If you choose to use your upgrade you will no longer have unlimited data». So I left the store to see if my boss could look into this matter at a later date. What she found out was that our company, including my plan, are actually grandfathered to include unlimited data since we had our plans and phones before the Verizon company policy changed. This experience only wasted about ½ hour of my life. Strike one.
Next time I tried to upgrade my phone they said they needed to speak to someone who was authorized to make changes to the plan, for security reasons, I get it. Got my boss on the phone to approve the changes like she had done for me when I bought my first phone through them a couple years ago. The phone call wasn’t sufficient enough and they needed an email authorization due to heightened security. My boss obliged and got them the email authorization that they needed. Awesome, so let’s by buy the phone and get moving. «I’m sorry sir, we don’t currently have the phone in stock that you wanted». Yeah, that would’ve been helpful to know 45 minutes ago when I checked in. Strike two!
The sales associate Sky, took down my phone number and assured me that I would receive a phone call when they got a new shipment of Iphone 5s’ in the next couple days. Further assuring me that my email confirmation from my boss would be honored so that we wouldn’t have to jump through all of the aforementioned obstacles. This WAS a step in the right direction of satisfying a semi-​discruntled customer.
A week later, still no phone call. I called them in an attempt to see if they had my phone back in stock yet and if they still had my email authorization on file. My phone call was answered by a recording, patiently waited till I get to hear the option needed to get connected to a sales associate. No one ever picked up the phone. Strike 3 you’re out! Oh no, we’re bowling.
Since the store is only 5 minutes from my house I just decided to drive over and see. Upon checking in, I told the lady what happened last time and she checked on the availability of the phone and they had it in stock. She quickly scurried and secured the phone behind the counter. Nothing left to do but get my upgrade approved and phone number switched to my new phone! «I’m sorry but it we need to resend the email authorization because Sky is not with us this week». I was assured from Sky that other associates would be able to assist me with my upgrade since she may not actually be working next time I came in. Clearly this was not communicated and here I am again back to strike two, but actually strike 4. Perhaps you can call her at the other store and have the email forward to this location — no attempt was made. All I got was a stone faced apology that was about a cold as the weather outside. Strike 5.
So I left again without any resolution or any feeling of ever wanting to go back there again, unfortunately, it’s either that or drive all the way to Grandville.
These people have made it impossible for me to use my upgrade, wasted over 3 hours of my life in the mean time, and have demonstrated some of the worst customer service I have ever experienced — enough to inspire my first Unilocal review. I just wished it was a good one instead.
Clearly I haven’t found resolution so there still is a chance for these guys to bowl the perfect game in customer service failure.

Kaylynn specifically was a very helpful, friendly employee.

Purchased a new S4 today, only had to wait about 10 minutes for a sales person and I got hooked up and was out the door! People that complain about things taking a long time simply dont understand how stores like that operate, wait your turn and they will get to you!

Make sure you have an afternoon or evening since it will take you hours to complete any transaction at this store. No matter what I come in for, I seem to be there for two hours or more– even for a quick purchase to replace a car charger for my phone took me two hours.