Verizon
📡 Internet & Cable · Grand Rapids
total experiences
replied on google
Most reported issues
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Experiences
Unprofessional staff behavior and poor store cleanliness
staff provided inconsistent information regarding online order pickup policies
Store failed to apply promised credits and charged undisclosed service fees.
Staff provided false information regarding monthly billing costs and plan details.
Staff provided inconsistent pricing and exhibited unprofessional behavior in store.
Staff provided incorrect product advice and cancelled the wrong phone line.
Business reply on Google
I think you have the wrong location... Nobody at our store matches that description. Hope it all works out for you though!
Long wait times and incorrect information provided by customer support.
staff failed to transfer phone data and disconnected the device
Business reply on Google
We don't tolerate abusive behavior and language toward our team members. If you were able to refrain from verbally accosting our staff we could've reconnected your old phone but unfortunately you remained confrontational so we were left no choice but to ask you to exit the premises for the well being of our staff and customers.
The company lost the customer's trade-in device for five months.
Staff provided poor assistance and refused to help with battery replacement.
Business reply on Google
After consulting with the representative that you worked with he said the Galaxy Note 4 was boot looping. When that occurs, unfortunately there isn't anything we can do other than refer you to a repair company or offer a new phone. We apologize if that answer was conveyed in any other way than informative and helpful.
store failed to contact customer regarding unresolved issues
Employee failed to record returned phone causing ongoing billing dispute
Business reply on Google
Hi Edward, we were made aware of a potential missing trade in which we investigated and have no evidence of a device being turned in. We handle hundreds of trade ins a month and haven't had any issues to date. To ensure your trade in hasn't been misplaced I will personally reach out to you tomorrow to confirm the trade in serial number against what shows in our history.
Store refused to provide promised customer support for purchased products.
Business reply on Google
Hi Joseph. We take our customer service seriously so I followed up on your complaint with our staff. From what I understand you were asking to have a screen protector applied which unless purchased at the location, no Verizon location would be able to assist with due to the fact we couldn't replace it with the same exact product. Any time there's a risk of lost product, we have to be able to replace it which can only happen if the same make/model accessory is in stock. In this instance that wasn't the case so we unfortunately couldn't assist. Apologies for any inconveniences this caused but hopefully you understand the bind.
Staff member allegedly stole customer phone and committed unauthorized account actions.
Staff provided unhelpful and uninterested customer service during phone upgrade inquiry.
staff failed to provide proper technical support or account assistance
Staff refused to scan a document for a customer
Business reply on Google
Use of work computers for personal purposes is prohibited, regardless of reason. The rationale for this policy is to keep customers' personal information decoupled from our systems to protect both parties. We take our customers' privacy and security extremely seriously which is why we these policies are in place. I understand your frustrations but I hope you can understand the reasons why we couldn't accommodate your personal-related request.
Staff lacked product knowledge and provided unhelpful service
Staff member was rude, unprofessional, and discriminatory toward the customer.
Business reply on Google
Sharon- I truly apologize for the service you received. We take this extremely seriously and are already in the process of taking corrective measures to ensure this doesn't happen again. Please feel free to come in at your convenience, reference this post, and get a free case and car charger for your phone. Once again, I feel terrible and am hoping I can make it up to you! Thanks!
Staff refused to assist with a broken phone replacement or upgrade.
Business reply on Google
I'm truly sorry you had a poor experience. I will personally work with the representative you mentioned to ensure the level of service is consistent as well as exceptional.