Verizon Wireless

Thanks for your patience and great service Zee! You made upgrading two phones a pleasant experiencing despite all of the baggage they came with. So thankful to have a Verizon close to home that I feel welcome in.

This store has sales people who don’t sell, they are liars. My wife and I went to edge up her phone and the sales person told us to wait for the newer model next month. She wanted a Iphone 5s and the sales person suggested the Iphone 6. So, we left and went home. This past weekend she decided that the 5s would be good for now and we returned to the pearland store. Once the sales person started to help us, he hesitated and went to go talk to his manager. He came back and said that the phone will cost $ 29 to edge up which was not the problem. He continued, «you will have to pay now and the payment will take 24−48hrs to be processed», which meant that I would have to return on another day to get the phone which did not make sense. I asked the sale person to speak to his manager and the manager stated the same thing, blamed it on a system issue and walked away.
We went to the baybrook store and they were eager to help us. I paid the $ 29 and my wife walked out with her new Iphone the same day.

I’ve come to this location several times over the past few years. It’s been mostly ok in spite of the long waits. I was just there yesterday however and had a negative experience trying to make a change in my account. A female rep behind the counter failed to acknowledge my presence as she worked on her tablet, until I finally called her attention to let her know I had been standing in front of her. She kept playing with her tablet as she answered my questions. She also gave me the wrong information about my ability to close a line and move a number to another line, which she insisted was not possible, and did not check the end of contract dates in all of my lines. At the end I was not sure she was done helping me because of her lack of eye contact, so she finally looked up from her tablet, looking annoyed, and asked me if I needed anything else. I knew I had moved numbers before, so I later called customer service and confirmed it was indeed possible. Helping customers is obviously not the priority of this rude rep, but giving out the wrong information –and insisting that it is right– is unacceptable.

Worst customer experience I have ever had. I have had to exchange my phone 4 times in the last month due to issues with the phones. They were all under warranty so it was more of a hassle than anything. Today my phone died again, and since I am only 25 days from an upgrade I asked if I could get an early upgrade and just buy a new phone. The woman that was helping me told me I had to call the customer service line to get that done. I called customer service from the store and was told that they could move up my upgrade and mail me a new phone or that the Store Manager could upgrade at his discretion. When I asked the branch manager he said he would not do it. He told me I could either buy a phone at full price, or I could use an upgrade that I have on my other line. When I told him that the customer service rep was willing to do it, he still refused to help me. I asked him repeatedly why he was refusing to use this option, he told me that he wasnt refusing to help me, I was refusing to do it the way he wanted me to. I asked him repeatedly why was refusing to do the same thing that their customer service dept was willing to do and all he would say was that he wasnt refusing, and that I needed to do it his way. Eventually I left, called the customer service line and they got my new phone ordered. The whole time I was talking to the manager the customer service rep was still on the phone listening. She said their was no reason for him acting the way he did, and that he would be reprimanded. The managers name was Mark. I will stay with Verizon but I will never set foot in this location again.