Verizon

Recently had a terrible experience with this store. I needed to move my phone from a family plan to its own plan, and let the salesman, Bradley, know. He asked which size plan I’d like, and I told him a very specific answer. He then proceeded to work on his tablet for about ten minutes without once speaking to me or even making eye contact. He then handed me a receipt and told me the cost of my next bill.
First, I never actually authorized him to make any changes, and he never gave an explanation of what he was doing to my account — didn’t even tell me he was making any changes. And second, the bill was at least $ 20 more per month than I’d previously been quoted! Eventually (after many pointed questions) he told me I couldn’t apply my employee discount because my plan was too small (another store did so with no problem), he didn’t tell me anything through the whole process because he «just assumed I knew,» and he’d *accidentally* put me on the next plan size up, costing $ 15 more a month. The store manager, Patrick, was even standing three feet away and never said a word, even when I asked who the store manager was.
I can understand having a bad day, or misunderstanding a customer, especially since I’ve been in customer service for years. But no eye contact, not one clarifying question asked, and then the complete lack of caring that I wasn’t pleased with his actions definitely made me upset. I took my business to another store.

My iPhone started starting acting up today and I phoned the store for help. I was told to stop in and someone would help me. That someone was Natalie and not only did she reboot my phone with no pressure to buy a new one,!that I actually upgraded both my service and phone including an iPad to keep at the cabin. Not being pressured to upgrade and attending to my immediate needs was a refreshing experience. Natalie set up my new phone and tablet but also saved us money with the new phone plan. How often does that happen?
The store was neat and clean, the staff was courteous and we were even able to make it home to watch the Hawks game in time for the start. I would recommend Natalie if you need phone advise, sales or help with a Verizon phone.

We have used Verizon for over 10 years. Visited multiple stores in five different states and most stores have been pretty helpful. 6 months ago we came to the Plainfield location to add a phone to our plan and ended up getting new phones for both our kids. We purchased the replacement/​repair coverage for the kids phone after phone issues before. Sales person tried to sell us $ 90 cases which also covered damage which was covered by the other coverage. Give me a break, think before try to sell the same thing twice. Lots of other things were offered, we passed. This visit was ok besides all the up selling.
The one star is for this weeks visit. Had questions about our extensive data usage and a problem with texting on my phone. Was met by a male, explained problems, my name was taken, he said he was helping someone and went in the back room. The other people he said he was helping, he never even spoke with and they left. After returning from the back room, he was forced to help us as everyone was busy with others. He was no help, could tell he didn’t care and then I figured it out. There was no sale to be made for him! None of the questions were answered and I was redirected to take my phone to Apple store as it had to be a product issue.
This location is all about the selling you every possible that they can and I get it. Once they have, that’s where their service ends!!! Last time for me, will find another location!

I would give this ½ a star if I could. Rude staff. We have been in here eight or 10 times and have yet to have a positive experience. Salesmen give conflicting information from one another. I look forward to going with a different company. This Verizon store does not seem concerned with keeping our business.

Outstanding customer service! I’ve never felt so at ease in a cell phone store.
I walked in shortly after opening, and there were 6 employees present. Seemed like a lot at the time, but I’m sure they get busier later in the day. I was greeted right away, and when I asked about cell phone plans, I was directed to a girl at the register.
She was incredibly helpful and took the time to answer my questions. She had an answer and explanation whenever I needed it. I did do my homework before walking in, so I had a clear idea of what kind of phone and plan I wanted. The phone is a gift, and she was again very helpful and clear when explaining how that will work out.
Of course there is some attempt to upsell, but she wasn’t pushy at all. Car charger? No thanks. Phone cover? Maybe later. Screen protector? Ok good idea. She also offered to apply the screen protectors for me.
You will get individualized attention here if you want it, and I’m so glad I switched to Verizon.