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July 2024 by Christi Crescenzo
I felt compelled to write a review on my hideous experience at the Monroe Verizon store on Kelsey st. Sharing my 30+ day nightmare may be helpful to other potential Verizon customers. I decided to switch to Verizon on May 31, 2024. I purchased a phone plan and the Samsung S24. After 3+ hours, I left with my phone and 3 accessories, genuinely happy with my decision. On June 3rd, my debit card was compromised. This created a huge financial crisis for me. My bank didn't seem to be in a hurry to replace the hundreds of dollars in one lump sum, so I ended up frantically returning things to Walmart, Amazon and made an attempt to return $160 worth of accessories to the Monroe Verizon store.
In summary, that conversation went from "yes, we can return it" to "we'll return it at a discounted price" to "we'll have to mail you a check for $60 because you don't have your original payment card" to "we aren't refunding it at all because you don't have the boxes". The 1 hour and 20 minutes that I was there to address the return is where I started to have a change of heart about the Monroe Verizon store. I felt that it was absurd for Verizon to decline returning two accessories, both of which I did not have the boxes for because the representative kept them on May 31st. When I came in on June 3rd I brought the one and only accessory box which was the screen protector. The irony in this is that is the only accessory that you CANNOT return. The cell phone case and the cell phone charger are refundable within 30 days, however the Verizon representative did not send me home with those boxes. She claimed that the manager could check surveillance, in 30 days, when he would be back in town. I was beyond words to think that a multi-million-dollar company couldn't simply just forfeit $167 worth of accessories to help me out in my financial crisis. They were all made aware of the purpose for the return (i.e. I shared a couple things to give perspective such as I lost my car insurance due to the compromised card fiasco), that didn't seem to remotely phase any of the representatives or district personnel that were involved in this extremely small return. I decided to write an email regarding my concerns to Carlos, the store manager who's out of town. He sent an email welcoming me to Verizon, however the email bounced back and I was directed to a link for customer service. Long story short, when it was all said and done, they refunded $26.89 to my new debit card. I spent $306+ on May 31 and get $26.89..... They told me the rest of the money would need to be refunded through customer service, so I left with the phone, per their instructions. The irony in what I just shared with you is that the primary reason they wouldn't accept the returns on June 6th was because I "didn't have the original form of payment card any longer", as it had been compromised, however, they had no problem refunding $26 and some change to my new debit card in the store on June 18. One might think that that's where it ends, but that is not the case. As I stated earlier, the store referred me to corporate to handle the return of the phone. Meanwhile I get a bill for $919 for the phone, in addition to $176 for the first month phone bill- I haven't even had the phone for 2 weeks and they want $176.... After over a month of back and forth chaos (for example, watching Carlos become unprofessional and unglued with the representative on speaker phone attempting to help me return the accessories) with Monroe Verizon store and their customer care department, I spent $306+ on May 31 and received a usage bill from customer care for $111+.... I received $26.89 back into my account- how gracious of the Monroe Verizon store....
PS Victra, spare me with your "I'm sorry" and "Please contact us and we'll help you" reply to my review- if anyone knows what a disappointment and nightmare that would be, it's me.
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July 2024 by Colleen ROBINSON
Staff excellent very helpful.
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July 2024 by D C
NEVER GO TO THIS STORE!!! These guys are a bunch of car salesman who puts extra stuff on your account and try to sell you stuff you don’t want or need. NEVER GO TO THIS STORE!!!
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July 2024 by Cruz Alfaro-Leal
I wouldn’t suggest any other Verizon store if you’re looking for an upgrade. When I went, Nadia had helped me with the entire process and saved me literal hundreds of dollars and was super clear about payment processing.
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July 2024 by Cheryl James
Was a great experience… got all that I need, was disappointed that the charging cables were different again… now have to buy new cables and plug devices… but other then that the young lady was extremely knowledgeable and we had no glitches….
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July 2024 by Jim Plate
Always fast courteous and knowledgeable.
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June 2024 by Tobyn Leigh
Our agent was excellent, personable and extremely helpful!
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June 2024 by Jovonne Flores
Excellent
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May 2024 by Roads Kegermann
Had a great experience getting a new phone. Very informative and professional employee!
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May 2024 by Paige Patterson
Excellent service from D. She answered and fixed my many problems and showed me how she did it. She also found a way to drop my bill.
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April 2024 by Susan Metters
Our family of four have been Verizon customers for many years. We moved to this area about a year ago, and all four of us have visited this store at one time or another. We've had nothing but good experiences! The staff is always welcoming, friendly, helpful, and knowledgeable. I want to give a special shout out to Dakota and Alex who were especially helpful when my son and I went there to upgrade our phones. Thanks, guys!
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April 2024 by chris swanger
Young man was very respectful and not pushy at all! He was also very personable and a good conversationalist ?. 10 out of 10 for sure!
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March 2024 by Mary L.
Very poor customer service. The manager Carlos was extremely rude would never go back.
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February 2024 by Dana P
Staff was great except for Carlos something who was so rude and offensive that I’m considering a legal claim against Verizon
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February 2024 by Kristen Compton
Nadia was an absolute gem! She helped me upgrade my phone after 5 years. The process was super smooth, and she was extremely personable. Highly recommend!
