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March 2025 by James Jacobs
I am writing to formally express my dissatisfaction with my recent experience at the Victra Verizon store. The level of service my wife and I received was unacceptable.
On March 17, 2025, I visited the store to upgrade my wife’s phone. During the purchase process, I placed a down payment on the device and was informed by the associate, that a setup fee was required. When I inquired about waiving this fee—since I preferred to handle the setup myself—I was told that it was mandatory and could not be removed. Reluctantly, I proceeded with the purchase under the impression that I had no other option.
However, during the transaction, the associate mistakenly swapped my phone number with my wife’s and inadvertently disconnected my line. The situation took over an hour to resolve, and by the end of it, Zach assured us that everything was functioning correctly. Unfortunately, this was far from the truth—later that day, my wife began receiving my text messages and voicemails on her new phone.
On March 19, 2025, my wife returned to the store to address the ongoing issues. She was met by Philip K., who told her she would have to wait until Saturday to speak with the other associate for a resolution. This response struck me as completely unreasonable. Having managed a retail department for over eight years, I firmly believe that the customer’s needs should always come first.
As a result, I accompanied my wife back to the store that same day to better understand why we had to wait several days for assistance. The encounter with Philip K. was, without question, one of the worst customer service experiences I have ever had. Philip displayed an astonishing lack of professionalism, making blunt and dismissive remarks. When I requested a return of the phone to correct the transaction, Philip outright stated that he did not have the time—nor did he want to take the time—to fix his coworker’s mistake.
When processing the refund, Philip informed me that the setup fee I was coerced into paying could not be refunded. When I questioned this, his response was, “Be thankful I am even refunding your restocking fee.” I was shocked by this statement. When I attempted to clarify his remarks, he further disregarded me by saying, “Do not interrupt me.” This level of rudeness and condescension is entirely unacceptable in any customer-facing role.
I trust that Victra values its customers and takes complaints like this seriously.
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October 2024 by Austin Jones
If I could give 0 Stars I would. My mom and I went into this store not realizing that it was a 3rd party Verizon store. This store is 1.5 miles from our house so we decided to go there. We went in because we were told that if we came into the store we would be placed higher on the priority list to upgrade my phone. Otherwise we would be waiting for a month to even have the phone shipped. We went in were speaking to the guy at the front don’t remember his name and he said that he was the regional manager over 8 different stores and he wouldn’t even look us in the eye when he was talking to us. In the interim of trying to get my phone upgraded we were told we would save money and get more money for my trade in if we switched to a business account because my mom and I both own our own businesses. Well we switched over to the business account and he didn’t disclose that you COMPLETELY LOSE your tenure even if you have been with Verizon for 15+ years. Do not do business here. Don’t let them upsell you. Don’t open a business account here. Just go to the Verizon Corporate store!
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October 2024 by Chanel Kittle
DO NOT USE THIS INDEPENDENT STORE!!!! I went in to do a simple upgrade to my son’s phone and was told if I do a business account I would lower my bill. They completely screwed me over and took a sale for the business account and my account is compelled messed up! We are not able to get a new account back to the consumer side. Do not go here!!!! They directed me to the other store - and they were not able to help me either. Now I’m totally screwed. Completely shady!!
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June 2024 by Kim Clemons
The store associate Cayenne, was very Sweet and professional. She helped me find everything I asked for.
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May 2024 by Shawn Sarbaum
Store was busy, only one employee. He did a great job of greeting everyone, explaining any questions and was very knowledgeable and courteous.
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May 2024 by Mike Rajewski
This is not a Verizon-owned store - beware for undisclosed upselling! When I upgraded my phone I was signed up for two "perks" without my knowledge, a Disney+ bundle and a device protection plan, adding $27 to my monthly bill. It took more than one phone call to Verizon to have those removed from my plan. Nice guy in the store, though.
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April 2024 by S&J Reichardt
The young man that took care of us was wonderful!
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April 2024 by Cymon Doornbos
Staff was friendly, knowledgeable and made the experience painless.
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April 2024 by K L
Janie was super helpful with getting me a new phone! She was patient with us, and all of our “what if” questions
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March 2024 by Kenda Parker
DAKOTA IS AMAZING!!!⭐️⭐️⭐️⭐️⭐️⭐️⭐️⭐️
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March 2024 by James Williams
Great people
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March 2024 by Dawn Gresham
We stopped by because one of our phones was not working correctly. Dakota very quickly, isolated the problem and made the change for us at no cost. He also insured that her phone had no authorized tracking apps. He is someone I will seek out again the next time I need any kind of help with Verizon.
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February 2024 by Shawn Matteson
Spent 30 minutes waiting for the Verizon Reseller agent, helping another customer refinance the customer's 4th phone and do his taxes too. I was going to pay cash for a new phone. Left after an hour of waiting. The customer couldn't find a buyer for both his kidneys so he could purchase a new iPhone.
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February 2024 by Ron Smith
Clement, really took care of us and he was the only one in the store. Great job!
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January 2024 by andrew wright
Worst Customer Service since I've been with Verizon. I don't know the of the name of guy was working 12/12/23 about 1:30pm, but I guess he didn't want to be bothered. Was hard to get information about upgrading my service & phone. So, I told him what poor customer service I was receiving and I left.
