Verizon

First of all, let me say I don’t do Unilocal reviews. I feel like it bashes a lot of businesses that don’t deserve a bad rap but when you have an experience as wonderful as mine today it cannot go unrecognized…
This review is for Shane, who gave me and my family outstanding customer service! His patience and attention to detail were on point and much appreciated during this busy holiday season.
In total, we got 5 new phones and whole lot of swag to go with it. :) Which is a testament to his skills as an amazing person and sales associate.
If you are in the market for a phone, please see Shane you won’t be disappointed.

Fist of all, this location needs to be changed because the Verizon store is no longer in a kiosk, it is in an actual storefront on the second floor down near Nordstrom’s.
Next, I have to say I had EXCEPTIONAL service at this store. (I also always had a really good experience at the kiosk for what it is worth – sometimes if felt like things moved slowly but everyone was always very nice).
A couple weeks ago my iPhone dropped into the toilet and died a wattery death. I’m a busy business owner and mom of a 4 year old and have NO TIME. I went in to the Verizon store the next morning in order to figure out my next move (I had both an upgrade and insurance available to me as a possibility to replace the phone).
I was paired with Nick. I had to wait a bit while he finished up with another customer but that’s okay… I understand that I’m not the center of the universe and sometimes there are other people in front of me :)
Nick was incredible. He listened to me ramble on. He was really understanding and basically said all the right things to help me feel better. For me, buying a new phone is a big deal because it means spending money… and like most people, I try and not be frivolous with my money and think through my purchases.
Nick patiently answered all my questions – even the questions I asked multiple times so that I could be sure I understood everything. He even took the time to answer how my billing would be affected with different scenarios of phones I may choose. Patient. Thorough. Awesome.
I left because I had to get back home and I also needed to discuss things with my husband. We decided to use our upgrade. So I drove back to the mall to make my purchase but on the way to the mall I thought, «I’m crazy… it is almost time for me to pick my son up from school – there’s not enough time for me to get a new phone!» But I decided to give it a try anyway.
I arrived at the store and explained I had made my decision on a phone but that I only had 20 minutes. I told them I understood if they couldn’t do it in 20 minutes and that I would just come back tomorrow if that was the case.
At this point I was talking to a manager named Alisa. She listened to my story, understood what was needed and said, «We can do this!».
She pulled Nick to help her and the two of them worked in tandem to make sure I got out of the store on time to get my son from school. THEY WERE AWESOME.
Alisa and Nick both went out of their way to get me what I needed. Due to the time constraints they couldn’t set up my new phone for me (aside from getting it working, obviously) with my contacts etc., but I was easily able to do that myself at home.
Nick and Alisa were patient, thorough, dedicated, funny and just plain NICE. They never made me feel bad for being in a rush. Basically it was really awesome customer service.
I have worked in customer service most of my life – everything from hotels to restaurants to being a VP of Sales for a winery – dealing with people can be challenging (let’s face it – human beings aren’t always sweet and nice) but these two totally nailed it! BRAVO! You guys rock.
THANK YOU for great service and the warm and fuzzies!!! I truly appreciate the job you do.

Thanks to the team at the Stonestown Verizon store for incredible customer service this morning. After surgery, I was unable to get to the store to change a contract. They understood my dilemma and made some magic happen so that my employer can now pay for my plan, and I didn’t have to break the bank to upgrade my phone.
Exceptional service, comfortable store — places to sit while you wait. I would recommend going early and on a weekday if you can. :-)

Your review helps others learn about great local businesses.
My experience today at the Verizon store in Stonestown was superior! I’m generally not this effusive, but I cannot help myself when it comes to Abdulrahim, the young man who helped me through the process of purchasing a new smartphone. He went above and beyond to help me get what I needed for the price I could afford. I not only got Verizon as my new carrier, I was able to purchase a new iPhone (including a trade-​in value for my old smart phone). I’d expressed interest in purchasing a iPad mini in the future. No pressure involved from me or from Abdulrahim — I want to be clear on this. However, he figured out how to get both the new iPhone & an iPad mini and wrote out how it would look for my budget! I am an old woman of 76 (been around the block a few times) and Ive never had such knowledgeable, patient and kind help.

They have one particular salesman named Mohammed who is just awful. He’s an older gentleman who gets very bent out of shape and passive aggressive when you don’t want to buy any extra add ons. I understand it’s his job to try to sell us items on top of what we are buying, but if you continue to protest me further after I politely decline that’s when it gets ridiculous. He also could not seem to figure out how to explain the pricing on the new plan and he would get angry every time I would ask him to clarify what he was saying.(he kept telling me it would be $ 200 for one phone on the 2gb plan when I knew my plan had 12gb and I was paying 60 less than that. I just wanted him to clarify to make sure my friend was not getting ripped off, and he would get irritated when I would ask). After all of this, he finally rang her up but was pushing us out the door because (after an hour of him trying to sell her other items) they were about to close. He said he would have the rose gold iPhone mailed to her as they only had black and gold in stock, and that he would email her the receipt because he could not print it. When we later received the email it turned out he had chosen the wrong color (gold) so she had to go back a couple of days later. The rest of the staff was very helpful, and I believe a employee there named Nick helped us immensely and put aside a rose gold phone just for her to be able to pick up. Everyone else was warm and helpful, but Mohammed needs some more training I think! This is not the first time I have dealt with him, as I have gotten unlucky in the past and dealt with him in the west lake store.

Usually upgrading phones is a headache, but Abdulrahim at this store made this experience for my wife and I beyond easy. It was a breeze. He even got me a cup of water after we had been here a while and I had mentioned the store should have a water cooler. He deserves a raise and a promotion, seriously. Verizon should be happy to have him as an employee.
I am very impressed!

I’ve honestly never had such a great customer service experience at a kiosk in the mall. I came to upgrade my phone & Brittany was extremely knowledgable & professional. I spent at least 3 hours upgrading my phone but she was very patient & it was worth the wait. She was very clear about the plans that could be offered to me & the best option in regards to which phone I should get. She answered all of my questions & I feel like I got the best bang for my buck. Veng & Shane were super helpful as well & so kind.

¹⁰⁄₂₀₁₅ I’m writing a follow up to this review due to new management. The current Manager Ryan saw my angry review and immediately contacted me to fix the situation. Although I was still salty about it and didn’t want to deal with it again, he fixed it without me even being there. He managed to lower my monthly bill without any affect to my contract etc… It was more than I expected and I’m very grateful he took care of us and actually showed he cares for his customers. Thank you Ryan. I’m raising my vote from 1 to 4 stars because you turned it around.
If I could give no stars I would. Jan 1 2015 I was talked into getting a so called «free» tablet if I upgraded my unlimited data plan and was also told it would actually lower my bill. Sounds great! Right? WRONG.
I WASNT told:
1. There is an activation fee for the tablet.
2. I have to pay an extra $ 10 per month for the next 2 years or pay early termination for this tablet. (He KNEW I didn’t even need a tablet. I just wanted to lower my bill.)
3. That my bill will will actually be 5 bucks more than I’m paying because of the stupid tablet!
So after I went back to point out my bill, he said he would credit me at least the activation cost. I even had time to re-​set my old data plan. But I decided to trust the salesperson. He said he would have his manager credit my account. The next month, my bill came and NO CREDIT. I stopped in and once again he said his boss would give me a credit. Month 2 comes around and still no credit. So now I call and he says «oh we had opposite vacations and have no seen each other, and we will make sure we credit you. I’ll tell my boss to make sure we get it to you this time. It never happened. To this day 7 months later, it still bothers me. It’s no longer worth my effort though.
You’re better off just ordering your phone or changing service online or calling them directly. I’ve never had a problem with Verizon over the telephone and they have actually been much more helpful. Don’t do it at a Kiosk because all you get are BS sales people who lie to you. All they want are sales and commission and don’t seem to care how they get it. That’s my perception and experience. And I’ve been an account holder since they were Cellular One. I’m just about done.

Upgrading phones or changing carriers is usually such a headache, but not here. Tyrie and Liz were AWESOME! Thanks so much.

I came to return my phone because I was within 14 day policy! The employees were closing and rapping up early before closing time! The gentleman instead wanted to to reset my phone instead him reset it for me. He was trying to argue with me and I told him that I didn’t want to argue! Then I also paid with a credit card for my phone and the gentleman advised me that I was going be issued a check! I said what a minute I didn’t paid with a check I used my credit card and asked him why I’m getting issued a check! He couldn’t get me no reason nor explanation! That sounds very shady and Verizon took my money and since that happened I told him to give me my phone back because I not accepting no check and I will go to another Verizon store and I will never come back to this store again!

Miguel kills it. I’ve been having problems navigating some mystery weirdness and he’s been great! Remembers my name, helps me out, and is right there helping me fix this. A+

Have had a horendous experience with the staff at Verizon Wireless at Stonestown. They are unprofessional, rude, and gave no help to me. I am happy to say I am done with Verizon. I refuse to be with such a carrier with these employees. All together Verizon is a rip off and there are so many hidden fees you wont know until they bill you. If youre thinking of switching to Verizon– don’t. Get something else, run the other way.

I have never experienced worse customer service in all my life.
I added a line to my plan but was the only authorized user. A few months later I noticed a change to my bill and it turns out the second user on my account went to this kiosk and UPGRADED their service WITHOUT my permission. Which means they did not check ID nor did they even ask for security questions. About 6 months later this second user on my plan went to the kiosk without me to cancel her line… WHICH THEY LET HER DO! She was still not an authorized user yet they made drastic, and expensive, changes to my plan without my being there. They also were unclear and vague about charges made to my account. When the individuals at the kiosk proved to be unhelpful I contacted their billing department which informed the kiosk that they should provide me with a credit for a wrongful charge on m y account WHICH THE MANAGER REFUSED TO DO because it «wasn’t in his budget». Well… $ 700 of early termination fees wasn’t in my budget either, buddy.
To say that the sales reps I worked with to resolve the matter were unhelpful would be a ridiculous understatement. I was given mixed information about what had happened, I had been flat out told to just contact customer service and leave them alone, and even laughed at by one woman associate when I told her that my friend had canceled her line without telling me. The individuals at this kiosk are extremely unprofessional and unhelpful if they can’ make commission of off you.
I had been a happy Verizon customer for 7 years before this kiosk came into my life. I liked the cell service, but I had to switch to ATT becase of this matter. Along with my line I had to switch my other Verizon lines as well. This kiosk lost Verizon a couple family plans for a total of 12 phone lines. It is now 5 months later and billing issues are still present with them. ATT has provided me with great customer service and competitive reception (not to mention it’s much cheaper).

I am used to getting poor customer service from telecom providers online. I am not used to open rudeness and dishonesty from agents looking me in the face.
In October I replaced my phone at the Stonestown Verizon kiosk. Vang was the name of the agent. He offered me a deal on a tablet, which I considered but in the end chose not to take.
Months later, I noticed a ten dollar monthly charge had been quietly added to my bill for a supposed second line. When I contacted Verizon, they claimed that I had purchased a tablet I never received. Their online customer service simply refused to cancel the charge.
When I spoke to Vang at the store, he remembered me and acknowledged that I had never received the tablet, but he rudely and aggressively told me that since I hadn’t noticed the surreptitious charge for months, there would now be a $ 200 «early termination fee» for something I had never purchased, together with a $ 75 «restocking fee».
I have never encountered such brazenly unethical business practices, or such openly rude «customer service». It will be expensive to end my longstanding relationship with Verizon, but I can no longer work with this company.

I’m fine with Verizon, but the customer service at this particular store is hit and miss.

I have mixed feelings about carrier service in general whether it be Verizon or another. I went to this location for the first time in 2012 with my wife to upgrade and add a line. everything went well and we got the phones and service we wanted. pretty quick, reps were nice. so sounds good right? fast forward two years, me and wife are expecting our first kid, so I wanted to upgrade my phone to something with a better camera, the lg g3. I walk up to the kiosk and was approached by one of their reps fairly quickly which was nice, someone was helping me and I wasn’t waiting around forever. I told her my situation and she seemed eager to help. I told her I saw online that my upgrade price would be $ 99 on contract, she was like OK sure let me get you started. she starts trying «sell» me more things like protection and other devices, sure which is fine, they are service reps that’s what they do. she didn’t try to push me into buying anything though, which was nice. I told her what color phone I wanted and she even had to go to another floor to get it. when she gets back, I remind her of the price I saw online and she quickly checks and confirms it. then she checks with her manager, I think that was her manager, but he said that an online only offer. if thats true it wasnt obvious on the website or i missed it. the store offer is $ 149 with $ 50 rebate. the «manager» said the online price was there to draw more online traffic. so technically the same price on paper. but as a customer I don’t want to pay the upfront cost. everything kinda ended there, I said I would buy it online, they said sorry and I didn’t even get to complain because I was so confused as to why they didn’t try harder. I know that sounds strange, but they could have offered me the online pricing to keep me there, I was even willing to buy the single screen protector for $ 10. just sorry we can’t help you here. later as i was walking back to my car and trying to order from my phone, I noticed that I can select in-​store pick up as a delivery option and the kiosk was an available option. WHAT?! SERIOUSLY?! and the order could be ready within the hour! but I was already at my car I just wanted to home, so I had it shipped to my house and it will arrive in a couple days. so if you want the online price and they don’t give it to you, just order on your phone while you wait at the food court with a pumpkin spiced latte from starbucks and then select in-​store pickup to rub in their faces. I did feel bad for the rep who was helping me because she had to go and get the phone from another floor.

After a couple tries to get decent customer service from other locations and on the phone, I reluctantly wandered into a mall to try one more time with a Verizon rep before I was ready to jump ship to another service provider. I found my Verizon hero, here! Shane was knowledgeable, understanding and very patient, even entertaining, while spending over an hour with me and on hold to resolve my issue. Because of him, I left with a new Galaxy 4s and another two year contract. That’s good customer service!

So, Lucas, 6 stars, Muhammad, –5, net 1 star. I am still so pissed and thinking about returning the phone.
i just went there and upgrades my iphone to Galaxy, Muhammad is the guy supposed to help me out (which i wish he’s not, and i regret not asking for another staff). Muhammad! this guy is rude, inpatient, reluctant to help, and lack of the knowledge and skill to do his job.
1. He told me he would transfer my contacts from iphone but failed/forgot/didn’t bother to do so. I should have checked before i left and the guy just kept trying to get me out of there and basically didn’t set up my phone right. So, no contracts transferred.
2. I mentioned my government employee discount right from the beginning and he, well, failed/forgot/didn’t bother to mark that. When i came back in ~10 mins, he saw me and he said something like «oh here she comes back» without even knowing why i came back (even with his «English» i still heard that)…Freaking RUDE! i mean, if he get his job done at the beginning, i wouldn’t have to go back, it’s a waste of my freaking time and Verizon, you time, your freaking time too!
3. Muhammad! Many times this guys and very reluctant in explaining things, and the other staff Lucas had to jumped in, and i really appreciate that. Muhammad was more like speaking to himself and Lucas jumped in to explain things to me in a friendly manner.
When i said «i am sorry, i didn’t hear u, say that again?, he became very very annoyed and started treating me like i am an idiot !!! Fucking serious!!!
4. I was trying to set up my NFC there and he told me i can do it at home… i mean, he’s not even busy! and it’s your freaking job to set up my phone right.
Overall i am so freaking angry and disappointed at Verizon’s customer service! I will file an formal complaint for this guy and may just return the damn phone!!! UGH!!! i am so switching to ATT!!!

To be quite blunt, either verizon or just this location is a bloody mess of an organization that isn’t too customer friendly already. And just like Obama care, they have multiple sections in their outdated and redundantly composed policies to which are counter productive and counter-​intuitive. and thats just me being nice about it.
A)You have the most expensive plans available on the market right now, and yet your customer service representatives are STILL stuck in the 1980s where they have to go through level 1 trouble shoot instructions on the manual with me as if I’m some ESL person who can’t read the handbook given to me.
** The reason we customers call customer support is to see if theres a method we haven’t considered yet, you absent minded outsourcers. I feel bad for the CSR’s because they are probably following company policy when they do that or they risk losing their job i guess… You have to speak to like a LEVEL 3+ representative to make anyway head way into a septic tank of a communications nightmare.
(-2)
B)How many worthless positions on an account is there that is actually needed? You’ve verified ID of person standing in front of you, you’ve verified the billing and the specific person that is giving you the information before hand… so how hard is it to simply tell me my contract expiration date?
I’m not modifying any information. i not accessing any part of the account that would breach my own usage… yet the asian guy standing in the kiosk sexting his girlfriend tells his co worker than doing so is illegal .are you you F****** kidding me… buying a new phone on the plan is altering information but just a simple date is against policy? What in the world would be considered following policy?
Account manager? what the hells the difference between AH and AM? its the same shit… if i was changing or modifying information thats understandable, but this is so minute, it is embarrassing for you overpaid fools to even consider implementing in the first place…
But i guess now i understand why ATT has their own store in stonestown and you guys are stuck in a box…
–2 …
Not to mention your sneaky tactics in forcing a plan change when people switch to the iphone 5… just to make more money and rip people out of the grandfather plan… i thought telemarketers were bad… you guys just hit an all time low in social edicate…
EVEN THE OAKLAND RAIDERS HAVE BETTER PUBLIC RELATIONS COMPETENCY… and thats me being generous toward you as a corp…
I’ll change this review in the next century if you guys ever change up or go bankrupt… after 10 years… im disappointed in you guys… you make boost mobile appear approachable.

«Can you hear me now»?
No, Mr. Verizon Man, I cannot. I never have any reception in my house, and when I do get a single bar of hope in the indicator to reception heaven, my calls get dropped.
So tragic. Do you know how hard it is to describe every detail of your mundane day to your bestie, each night, when every five minutes you get disconnected?
After waiting twenty minutes for a customer service rep, Tim was finally available to help troubleshoot my phone. He kept insisting I turn my phone on & off, because apparently, that’s how people magically get reception. After I told him that I had done that myself several times, he just shrugged and suggested I go outside my house to make calls in the future.
I went home and used the giant brain in my giant head to troubleshoot my phone, myself. I finally discovered that there was a hardware malfunction with the signal receptor, and called headquarters for a replacement phone.
Now I have enough bars to call AT&T and switch over.