If I could give this store a negative zero stars, I absolutely would.
My 83-year-old mother visited this Verizon location to trade in her old device and upgrade to a new phone. The sales representative began the transfer process, but when my mom couldn't remember her Apple ID password, he stopped the setup and told her she would have to finish everything at home. He sent an elderly woman out of the store with no functioning phone at all.
My mother had to call me from her landline to explain that she had been left without a phone. She went an entire evening and almost the entire next day over 48 hours without a working phone until I got off work and could help her reset her password and finish the setup.
The issues didn't stop there. Returning her old device turned into another ordeal. I had to visit the Galleria location several times, call Verizon customer service, and still ran into roadblocks. My mother and I finally decided to go back to the Newport store to try to straighten things out.
I called the General Manager, Hayley J, to explain the situation. Instead of listening, she repeatedly interrupted me, laughed on the phone, and defended the sales representative before even hearing my concerns. She bragged that he was her "top rep" and had never had a complaint implying that my concerns didn't matter. Every time I tried to speak, she cut me off or dismissed what I was saying.
When I asked several times for her supervisor's contact information, she refused and instead said she would "call her boss first to tell them her side," essentially trying to create her own narrative before I could speak. She even questioned why she would give me their number. I had to remind her multiple times that this situation was not funny. Her behavior was unprofessional, dismissive, and completely inappropriate for someone in a leadership role.
At this point, I'm unsure what the next steps are, but I am extremely disappointed in how this store handled the situation especially the way the general manager treated me and disregarded my mother's experience. No customer, especially an elderly one, should ever be left without a working phone or spoken to in this manner. Mind you she has been a Verizon wireless customer for over 30 years. read more
