UPDATED REVIEW 10/1
I am extremely disappointed with my experience at Verizon (Cellular Sales).
My problem began when I purchased a Samsung Galaxy Z Fold Ultra from Massey. I was told I would receive an $1100 promotional trade-in credit after turning in my previous phone. I paid the taxes, provided my shipping information, was told everything was taken care of, and left without receiving a receipt or other documentation.
When MyVerizon appeared to show my new phone shipping to the wrong address, I contacted manager Tyler Bartlett. Instead of investigating the transaction at the store, I was directed to Verizon corporate support, where I spent approximately four hours trying to fix the issue. I eventually returned to the store. Tyler initially told me there was nothing he could do and that I would have to wait. When I asked to speak with Massey, I was told she would not speak with me. After approximately another hour, Tyler finally determined that the phone was actually being shipped to the correct address.
Tyler later called me, acknowledged that the situation had been mishandled, and told me someone would follow up and that I would receive a credit for the time and inconvenience. Neither happened.
Then I discovered the bigger issue: instead of the $1100 promotional credit I was promised, my account reflected only about $95. After Tyler reviewed my account, he messaged me, "Yes the promotion correction was never submitted."
Despite continued attempts to resolve the problem, I received no meaningful follow-up from the store. After reminding Tyler about the unresolved promotion and previous promises, his response was: "Thanks for the feedback please don't contact me any longer."
After further escalation, Cellular Sales was eventually able to get $900 credited to my account, leaving a $200 difference from the $1100 promotion under which I was sold the phone.
Cellular Sales then offered me the remaining $200 only if I signed a General Release containing broad confidentiality, non-disparagement, release-of-claims, and covenant-not-to-sue provisions. After everything I had already gone through, I was not willing to give up those rights and agree to stay quiet for $200.
Customers deserve to know how situations like this are handled. I will continue pursuing this matter through the FCC and the Texas Attorney General's Consumer Protection Division until the issue is fully resolved.
DO NOT SHOP THIS STORE!* read more
