business customer who left the store today feeling shame and confusion. I came to the store to make an insurance claim for my iPhone 15, or to swap it out with a business device I already owned. I came to this store because it was the same location that set me up with all my business services and devices months back. They told me I don't have insurance, it wouldn't be covered, and I don't own the device I thought I owned. What an awful surprise! To get started, I was met by a friendly enough man, who after I showed him my cracked phone, removed the camera cover and said insurance will not cover it. I told him I was getting glass splinters in my hand and asked why insurance wouldn't cover something like that? He said the camera appears to be fine and it still functions and just so long as it functions I can't make a claim. I asked him why we were paying for insurance if when we damage our devices we can't make a claim? He went in back and returned with a thick pamphlet explaining what is and is not covered. I told him I can't be expected to read that (it felt demeaning and unhelpful) and recommended before they eagerly sell insurance, they should explain the actual benefits and take out that pamphlet at the point of sale. I asked if I could at least swap out my device. I was under the impression I owned a device already, and he assured me I did not. I asked him to check through my invoices to make sure before we went further- I was sure we were invoiced $600 for that phone in November. I waited ten minutes this next time the man went in the back of the store, I assume to talk to the manager (I think his name is Ben). They both claimed they werent having any luck finding evidence in my invoices that I owned the device and furthermore told me I don't even have insurance on my phone. I said that couldn't be- the last time I was in there I specifically requested it. When I setup my account I asked for a blanket policy on all my devices. They said I had nothing. Now I'm panicked. The manager rolled his eyes at me and said, "Oh yeah, I remember you alright", then denied his team ever helping me - claiming teleservices set me up, insinuating he wasn't responsible for any mix-ups with the insurance policy either. When I challenged him, he asked me what the names of the staff were who set me up back in May. I asked him if he remembers who he talked to during the month of May last year. The last time I was in the store I declined all the extra/add-ons several times, after they tried pushing several more times I had to tell them "enough" instead of caving from the pressure. I assume that's why he remembers me. At this point he told me they weren't going to help me, shamed me for insisting his untrained team provide clarity (I should've just left after they told me my phone wasnt paid for- hindsight's 20/20) and motioned that I leave the store and never come back. I went to the Verizon down the road where they found I did have insurance, that instead of giving me the blanket insurance policy for all devices I asked for, they only put insurance on my tablets (much more costly for me than the blanket policy) This new store was able to give me a blanket policy on all devices saving me a ton of money and within two minutes- found the invoice and confirmed I owned the device. They also let me know that I could totally file a claim for the damage I made to my phone when I dropped it and it would likely be covered. read more

This company has wasted at least eight hours of my life on the phone dealing with issues for promotions that we were promised that never came to fruition and when we came to this specific location in person to waste more of our time to fix some thing that should've been taken care of when we purchased our phones and switched to Verizon the manager of this location could care less about our situation and was looking just to move us out of his store as quickly as possible I highly do not recommend Verizon or this location read more

I went in to switch over my number to a separate account, and none of the representatives took time to help me and only gave me a phone number to set up my account by myself. Whenever I had questions no one was to be found, and the representative would not sit with me for more than two minutes, I dealt with a man named Dylan and another man with curly hair and an ugly mustache. It seemed like they were more interested in setting up a sale for a new phone then simply helping me with a process that shouldn't have taken more than 30 minutes. I was finally assisted by a man named Noah Gilbert. He sat with me and helped me through the rest of the process. I was so frustrated until he came to help me that I was considering switching over to a different provider. If I want to set up my phone by myself, I would've done it at home, two people that help me before Noah were absolutely useless and couldn't even help me. If you need help with your phone, you're better off asking a blind three year-old to help you. read more

I am a long time Verizon customer, but no more. The customer service experience I had at this store last night was so bad that I am going to go to the trouble to switch carriers. The reason we pay a premium for Verizon use to be for the customer service. After leaving the store, I not only felt like I was lucky to leave there with a shred of dignity ( only because I didn't make a scene), my husband believes they tried a bait and switch. read more

Store Manager Nathan's attitude has my business going elsewhere. I upgraded on Saturday & was sold a bundle for the XR and Apple Watch for $45 a month, THE activation fee $30. I had to exchange the phone due to overheating for the Max on Tuesday, where I again confirmed my fees/terms/etc. I get home to find a charge for $30 to activate the watch, yet no one in store told me about it. I spoke to Nathan on the phone Tuesday night, he said he'd speak to all involved parties and when I came in Thursday to give them the phone box we can see what can be done. I go in, with my 4yr old, and said why I was there. The associate goes to get Nathan and comes back saying it's only for the box then? I said no and again explained the issue. 20min later Nathan comes out, takes the box thanks me and goes to leave, I ask if he figured anything out with the charge and says "It's a valid charge". I said no one told me though, you're not taking my word hearing only the associates side and his response is what has my business going elsewhere...."Yeah I work with these guys day in and day out, I know their pitches and it was in there". I said I guess I just have to eat it then? And Nathan said nothing so I said thank you and left. If you visit this store be aware, if I had known I'd go somewhere else or record their sales pitch. read more

Deceptive business practiced here. I am a long time verizon customer through 2 businesses. Currently have 6 lines. Last week I bought an iPad because the salesman said it included apps like word, pigment and procreate. I said to the salesman these are included? I can cancel my office 365 and Adobe? He said yes. None were included. No I can't cancel my other accounts. I went in to discuss and they wouldn't even make a small concession. I said $50 off the bill or a case. Nope. "I can exchange for the cheaper iPad." So in the end their sales people can say ANYTHING they want to get the sale and they don't have to do a thing. Talk about deceptive business practices. I wouldn't trust a word anyone here says unless they show you in writing. They clearly will say anything knowing there are no consequences from management. Systemic problem here. read more

Yes I understand we're facing a different time of life but be respectful of a customers time since we're being told there's a wait time. My wife & I came to talk about upgrading our phones/doing the preorder for the iPhone12pro. We were told wait time would be 45min. We said thank you and we'll be at the mall and will be back asap when we get the text. The text came in 5min that we're up next...that's not 45min!! So my wife responded saying leaving Macy's and we'll be there in a sec, then the service consultant responded where are you/what's your eta. My wife said pulling into the parking lot now. The service consulate said sweet. Now to get to the door all under 2min to be told...um sorry but we've had someone show up that we texted a hour ago and we have to wait for a customer to leave is completely wrong. That individual never responded nor showed up when they were supposed to so they should have to wait their turn. I was going to drop over $2k on new phones on the spot. Poor Service and to top it off only one of us could enter the building...are you serious. I have 3 phones on my line I wasn't going to run back and forward or call my wife to discuss our upgrade options. I see other reviews are poor too besides mine; be respectful of individuals time!! read more

So I walked in and this guy named Tim "helped" me with my phone because the alarms weren't working. My friend had the same issue at AT&T and they gave him a new SIM card and he went on his way. This guy sat there going through my settings for ten minutes and said "hmm. I don't see anything wrong here." I know there isn't anything wrong with my settings. That's why I came in. Also my phone sometimes doesn't make calls when I think it is. It will go through and go to their voice mail but there will be no prof on the other phone that I called and he AGAIN spent ten minutes going though my settings and said the SAME THING read more

My experience with this Verizon Store has always been pleasant. I've experienced great customer service with multiple salespeople over the years. They're knowledgeable and helpful, friendly and polite. My most recent experience was with Drew. Drew was efficient and friendly, and extremely helpful even though I told him upfront I was not going to buy a phone that day. I will be going back soon to purchase a phone for my 13 year old. Also, word of advice. Make an appointment. Don't go in on a Saturday and expect to be seen right away. I witnessed a very rude customer have a fit because he would have to wait a half hour to be seen. He stormed off like a kid with a tantrum. With an appointment, I was able to see someone almost right away. read more

I went into the store because my one month old iPhone 8 wasn't working properly. The "solutions manager" wouldn't help me even though there were no other customers waiting behind me. She continued to shuffle signs behind the counter even when I asked if she could help me. Then, the "solution specialist" became available and wasn't able to fix my phone. He offered me a refurbished iPhone 8 as replacement. Not acceptable when m NEW iPhone 8 is only 1 month old. He checked with the "solutions manager" who said I'd have to check with Apple. She was hiding in the backroom and wouldn't come out to discuss it. We pay Verizon hundreds of dollars each month for 4 phones and they couldn't have cared less to help me. Truly disappointing. read more

Said it was open at 9am today on their site, but 9:10 they were closed. Seems like simple thing to get right.

Jeff who works there would not answer my questions, screwed up my order and refused to fix it. Then threatened me. Insane. Truly never experienced something like this. This guy shouldn't have a job in any customer facing role. Don't go to this store. read more

Every single time you go to this store it's at least an hour wait. Pathetic for how much I pay per month for service!

I have never been sooo upset with a company before... My aunt has lost her husband and she understandably has been having a very rough time. She went into Verizon to get some answers, her husband did not have her authorized on the account and my aunt knew this but just needed to know her options. The manager went on to say they shouldn't even be talking about the account because he wasn't authorized and when she did help she acted as if my aunt didn't have a brain (she is not a tech savvy kind of person) instead of the employee helping her out and explaining any of the fancy words she was using she just kept going with a sales pitch! My aunt went to us cellular before hand telling them she would just like some prices, they thought at the time it wouldn't be a sale because she straight out said she wasn't planning on leaving Verizon just wanted to see what they would of been able to do and if Verizon could beat it. The manger looked at the sheet that cellular gave her and torn the whole thing down of why they were better than the company nothing of as to why she should stay with Verizon or how she could help her. As this went on the lady just kept acting as if she was talking to a child she did not see her as a person who lost her husband or even a person she saw her as work... End of the story my aunt didn't want to leave Verizon but she did just because of how disappointed she was with this lady and how badly she was treated... read more

Ive been a customer for the past 5 years and have never had a problem with Verizon until now. I walked in to this store location on 9/12/17 and asked of they had any galaxy note 8s. I knew this phone was coming out but didn't actually know the date. Queue the awful customer service agent "Jeff" (guy with long hair and beard probably around 6 foot has a few extra pounds). So this guy tells me, "yes they have them but don't launch until the 15th." I asked, "well why would I buy a phone that I can't use until the 15th?". This is where "Jeff" put on his crappy attitude and explained to me that I could pre-order the phone. After the crappy attitude I told him " I will not be doing my business at this store location and that I asked a simple question." His reply was, "okay well I gave you a simple answer." While all this was unfolding multiple store agents were standing in a group laughing. After this "fit" of bad customer service I will be taking my business to another communication service unless something can be done. I understand that every place of business has there bad apples and the Grand Chute location is a very nice store but has very ugly customer service. I'm not here to pay for pretty stores. Thank you. read more