I recently purchased 4 new phones (over $2400 worth) from Verizon Online. One of the phones (Galaxy S7) was available to be picked up at the Windward Mall store. The other 3 were to be shipped FedEx. I received an email from Verizon saying my pick-up order was ready. When I went to the store, Cory greeted me and asked my name and reason for visit. When I told him I was picking up an internet order, he shrugged me off to another rep who was busy with a customer. When that rep was available, he asked my name and reason for visit. He asked for my ID and said he'll go in the back to get my phone. I waited. He came out from the back and passed right by me without saying a thing. He spoke to another group of customers then came to me and asked for my ID again. He said he needs to pull the phone from the back room, then passed me to another rep who asked for my name and ID. The now 3rd rep said he needs to pull my phone from back room. The two of them come out empty handed and ask me what kind of phone I was picking up? ( Like really, you got my name on your tablet but don't know what kind of phone?) I say S7. The two of them go back for yet another few minutes. They come out again and ask my order #........... ? We're 20 minutes into this visit now. Frustrated, I look up my order number on my email. The manager tells me the confusion is there is another person who is supposed to be picking up a phone exactly like mine at this exact same time. (So?) He tells me they have to find my phone in the back room. The 2 of them are back there for a few more minutes. Corey comes to the counter, I ask him, "What's the hold up? Why is there 2 guys back there looking for my phone for such a long period of time?" He says he will go check. He comes back out and passes right by me, then approaches a female rep and whispers to her. She looks right at me. Obvious he made a comment about me. He slowly makes his way back to me and I ask him "what's the verdict?". His answer is " I don't know. They are trying to find your phone". I asked him about their will-call procedures. He said it gets really complicated when it is an online order and I could have made it much simpler if I walked in to the store to make the order. (With this statement I realized this is a stunt they pull with online orders because the store reps make no commission from the sale.) I then told Corey that I received an email stating the phone was here, where did it go? Corey said, "most of those emails are not accurate also your phone might be lost". At this point I am about to raise hell and one of the reps FINALLY walks out the back with my phone in the bag. He hands it to me with no offer of apology for my inconvenience or gratitude for my 16 years with Verizon. ( I now have 8 lines with an annual bill of $6,000). Corey sees the bag and says, "oh look there it is". I grab the bag and say, "hence forth I will wait for all my phones to be shipped via FedEx". They both said "Ok".
In conclusion, Avoid this store, period.
If you need to buy from a local store, go to another, as the Windward Mall staff is trained to satisfy commission-paying customers only. For online order pickups, they have a poorly scripted stunt developed to discourage you from ordering online.
As you can see, this is my first Yelp review. Yes, your stunt was so horribly executed that I opened a Yelp account to make other loyal Verizon Customers aware of your antics so they can avoid the disrespect delivered by Corey and the staff. read more
