Verizon
📡 Internet & Cable · Chicago
total experiences
replied on google
Most reported issues
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Experiences
Business phone line equipment failed to arrive as scheduled
Business reply on Google
Thanks for bringing this to our attention, Ms. Herron. We want to help you as much as we can with your wireless needs, and we're disappointed that we could not resolve your issue last time. We will escalate your review and look into this right away. Please fill out this issue resolution contact form, https://app.smartsheet.com/b/form/042b04a6b6c0486f8f0192ec4da2ffbe and reference Review ID #1610740469 so we can get in touch with you. We value every member of the Verizon family and hope you will give us a chance to win back your trust and confidence.
The business attempted to overcharge the customer.
Business reply on Google
Thanks for taking the time to leave us feedback, Chase. Our goal is not only to provide you with the best customer service but also the best value for your dollar. We value every member of the Verizon family and hope you give us another chance to win back your trust and confidence.
Customer received incorrect information from support regarding phone return policy.
Business reply on Google
Hi Dustin, we are certainly concerned to hear about this. We hold ourselves to the highest standards of integrity and customer service, and our team should always clearly communicate any pertinent information so that we may avoid any misunderstandings. We will be escalating your review so the appropriate team can look into this. Please fill out this issue resolution contact form, https://app.smartsheet.com/b/form/042b04a6b6c0486f8f0192ec4da2ffbe and reference Review ID #1586267673. We hope we can win back your trust and confidence.
Unauthorized charges and refusal to provide account records or receipts
Business reply on Google
Hi Andrew, we are certainly concerned to hear about this. This does not represent our values at Verizon. We will escalate your review and look into this right away. Please fill out this issue resolution contact form, https://app.smartsheet.com/b/form/042b04a6b6c0486f8f0192ec4da2ffbe and reference Review ID #1570842516. Thank you for bringing this to our attention.
Manager engaged in unprofessional confrontation with customer during service visit.
Business reply on Google
We're sorry to hear you didn't have a good experience at our Chicago store, Noah. Our team should always be ready to help you with courtesy and professionalism. It's disappointing to learn that we have not been living up to our high standards for customer service. We appreciate your feedback and hope you can give us another chance to provide a better experience.
Staff refused trade-in service and provided incorrect customer support contact…
Business reply on Google
We're sorry you didn't have a great experience with us, Jon. We want to help you as much as we can whenever you visit our store. It's disappointing to learn that we have not been living up to our high standards for customer service. We will be escalating your review so the appropriate team can look into this right away. Please fill out this issue resolution contact form, https://app.smartsheet.com/b/form/042b04a6b6c0486f8f0192ec4da2ffbe and reference Review ID #1533939166 so we can get in touch with you. We hope you will give us another chance to win back your trust and confidence in the future.
Sales representative provided misleading information regarding bundle pricing and value.
Business reply on Google
We're sorry you did not have a good experience with us, Matthew. We strive to provide exceptional and honest service for our customers, and it seems like we missed the mark. We will share this feedback with our team so we can addres this concern promptly. We hope you’ll give us a chance to turn things around on your next visit. Thank you.
excessive wait time due to inefficient staffing and service management
Business reply on Google
We're sorry to hear about the inconvenience, Vitalii. We know your time is valuable and we always want to get you taken care of as quickly as possible. We're always improving and hope you'll give us another chance to serve you better in the future.
Manager exhibited rude, condescending, and potentially discriminatory behavior toward…
Business reply on Google
Hi Kristel, we are certainly concerned to hear about this. This does not represent our values at Verizon. We will escalate your review and look into this right away. Please fill out this issue resolution contact form, https://app.smartsheet.com/b/form/042b04a6b6c0486f8f0192ec4da2ffbe and reference Review ID #1414243143. We hope we can win back your trust and confidence.
Store staff failed to activate phone and pushed unnecessary upgrades.
Business reply on Google
We're sorry you did not have a great experience with our Chicago team, Kayla. We always want to provide a variety of options for you and never want you to feel pressured to make a purchase. We apologize for any treatment that made you feel otherwise. We appreciate your feedback and hope you'll give us another chance to provide better service in the future.
Store manager was rude and refused to assist with equipment return
Business reply on Google
Hi Alex, we're sorry you had a frustrating time trying to get help with your return. We always want to make sure that you can count on our team for professional and courteous assistance every time you visit. We're glad our rep over the phone was able to turn things around and helped you. We hope you'll give us another chance to provide better service in the future.
Customer charged for unauthorized services and undisclosed activation fees.
Business reply on Google
We're sorry to hear about the difficulties you had with your bill, Jonathan. We should always be completely transparent with you so that we can avoid any unexpected charges. We will be escalating your review so the appropriate team can look into this. We value all the years you've been a part of the Verizon family and hope you can give us another chance to win back your trust and confidence.
Lack of order updates and inability to reach customer support
Business reply on Google
Hi Jason, we apologize for the difficulties you had in contacting us. We always want to make sure that we are keeping our customers up-to-date in order to avoid any misunderstandings. We strive to provide the best service possible, whether in-store or over the phone, especially for our loyal customers, and we regret letting you down. We are escalating your feedback for further review and will focus on improving our customer service.
Store was closed during a scheduled appointment without prior notification.
Business reply on Google
We understand your frustration and apologize for the inconvenience, Shelby. Our store hours should be up-to-date and abided by to avoid any misunderstandings and issues with appointment. Your feedback has been escalated for further review. We hope you can give us another chance to make it up to you.
Staff refused to assist with phone activation and data transfer
Business reply on Google
This is not the experience we want you to have, Jasma. We know how important it is to have your phone all ready to go before you leave our store. We're disappointed we missed the mark and will work to improve our service. We hope you'll give us a chance to make it right next time.
Staff refused in-store assistance, causing loss of a grandfathered rate plan.
Business reply on Google
We don’t want to lose you as a customer, Charle. We certainly want to help you and truly value the years you've been with us. This is not the experience you should expect as a Verizon customer. We are escalating your feedback for further review and hope you give us another chance to win back your trust and confidence.
Staff failed to activate new phone and refused to provide assistance.
Business reply on Google
We're sorry to hear about your frustrating experience, Kjersti. We know how important it is to have your phone all ready to go before you leave our store. We will be escalating your review so that the appropriate team can look into your concerns. Please reach out to us at vzw.retail.experience.team@verizonwireless.com so we can follow up with you. Please provide your contact information and include reference #1026578606. Thank you.
Staff displayed rude behavior and poor hygiene during customer service interaction.
Business reply on Google
Thank you for taking the time to let us know about that frustrating experience, Andrea! Professionalism and product knowledge are priorities for our team, and it sounds like we didn't deliver this time. We take your feedback very seriously and trust that we will use this information to better serve our customers in the future, as that is our first priority.
Staff provided conflicting information and failed to honor a promised promotion.
Staff misled customer regarding insurance costs and device contract terms.
Business reply on Google
Hi Barb, I apologize for the miscommunication about the phone purchase and add-ons. Honesty and integrity should be expected from us at all times. We hope you'll give us a chance to provide excellent experience on your next visit.