The 6 Largest Verizon Locations in Roanoke VA

What People Are Saying: 5 Customer Reviews

1. Visited Verizon store yesterday to return a trade-in and have it sent back to Verizon for a promotional credit. Greeted by store manager Eric who refused to accept the trade in because it disagreed with what was shown on his iPad. Instead of sitting down with me and talking to me like a human being to resolve the situation he then told me to contact customer service to have them deal with the situation. I contacted customer service and messaged with an agent over text. The agent then told me to go back in the store to return the iPhone as that was the method selected by me when I ordered the phone. Once again the manager Eric would not accept the phone and insinuated that the agent that I spoke with over text wasn’t good enough because I did not speak to someone from Verizon over the phone. So I called customer support a third time who then confirmed that the trade-in was approved. I returned to the store and the manager ERIC would once not take the phone even though the customer service rep told him that returning the phone was not a problem. The situation escalated into the store manager calling the police because I was upset with the treatment that I had received. All this because I was frustrated that the manager would not take my return. Fortunately the entire conversation was captured on audio because I had the customer service agent on the phone the whole time with the speakerphone on. And of course, the agent agreed with me about the entire situation. It was the worst display in customer service I have ever experienced in all my years. I would never want anyone to go to this store and have to deal with this mistreatment by the manager and a few other specific employees. I then went to the Lynchburg corporate store. I spoke with the manager and an employee there who helped me complete the request in 15 minutes with no problems. I was very satisfied with my experience there. If the manager Eric would simply have treated me in a respectful manner to begin with the process of returning the phone would have been resolved quickly. I also reported this behavior to someone at the supervisory level with Verizon who on the phone said that in 36 years he had never heard of a customer receiving such poor treatment. I will be pursuing this situation further at that level with them. This is the truth and I will never return to the Roanoke store again. All of my business will be going to the corporate store in Lynchburg from now on.

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2. This is my story because I AM mad bitter and feel mom shamed
   Will never return to this location!!!! Valley view Verizon. The girl that helped me was amazing. She got me help more than I have in a month. After several phone calls to customer service and two other trips to other locations. I drove a hour because this is where I was told I needed to go. I’m not even going to apologize that I had to bring my two small children with me. The girl, Angelia was so helpful. I had my babies and I know a one year old and three year old are not any establishments dream but she was so patient and honestly..it’s life! What if I have been a single mom. I feel sorry for anyone that would have to do that alone. My three year old had to pee outside three times the entire time we were there because he wasn’t provided a bathroom. After two hours of getting no where with my problem. The manager walked over and told the girl that she needed to move on and I could sit on the phone myself to solve the issue. I spent a month with multiple agents and I would not have driven a hour with two small children if I didn’t need help. So embarrassed and mom shamed. The manager not once helped a customer just checked people in!!! When I left there him and another agent were standing in the front not helping anyone and the one I was with was taken from me.
   What makes me angry is I have asked for so much help through online chat, phone calls and in person. My one year old of course crawled everywhere and I had to chase him. He got fussy after two hours and finally put him in my running car to fall asleep.
   I’m very sad and upset about this situation and just want to leave Verizon in general. That manager was heartless and a jerk and when I approached him after putting my children in the car he said your welcome to sit on the phone over there. You can only imagine what I would have loved to have said in response. Instead I threw a 10$ gift card at him to give the nice lady and told him she deserved this for her kindness and patience for me and my children and walked away.

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3. When switching out my phone tech offered to clean my phones protective cover, and in using his sweater to wipe if off, he broke the glass cover and they then refused to replace it, but did offer me 25 % off a cover they had which didn’t have a crystal face cover. Poor poor customer service.

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4. This is one of the worst companies to deal with. Be very cautious bringing your business to them.
   The customer service is a zero at best. Their physical locations will not be of any help when you need help with wireless.
   My experience was horrible, and I was not able to use their internet service at all. I was not able to even hook their equipment up. After visiting their multiple locations everywhere they kept sending me off to this location. When I told the manager I have not been able to use my equipment, his answer was, if you bought it online he cannot help me. He even told me to leave the establishment when I requested to cancel everything with Verizon.
   Now, two months later, and after returning all the unused equipment, I discovered that my credit and my company’s credit has been hit severely because Verizon sent a fee to a collector. Now collections are after me for $53 god knows for what!
   Even if they started providing services for free, I, my family, and my partners will never use Verizon again.
   If there is a zero star review, that will be what I give them. 👎

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5. Spent nearly 5 hours in the store to get a promotion, come to find out I can’t get the promotion because the tablets are out of stock.. ridiculous.
   Verizon has been a nightmare to deal with since switching to a business account.

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