Verizon

I tried to return an item that was useless (the Hum device for the car). I was visiting my daughter in January and they had really good salesmen and women that sold it to us. Well after a week or so, it really hadn’t seemed to do much for her, so me not being from around there told her to bring it back, but because it was one day after the return policy they said no. So I called Verizon and they said the store has that capability to take it back. So I called the store and talked to a manager by the name of Austin, we discussed it in length, and he told me to send my daughter in and they would make it right. I asked how long he would be there and he said until 5pm. She went between 2:30 — 3:30, not lunch time, and he wasn’t there, so we got a new manager, that wanted to discuss it for the third time. And decided not to take it back. I have been a customer of Verizon for over 17 years, and pay around 300 a month. Big mistake Verizon. I will be slowly getting away from Verizon because of this, and that they couldn’t make a customer of 17 years happy. Customer service at this store is lacking.

I needed to turn my wife’s Verizon cell phone in as I had discontinued the service on it. I tried valiantly to do this via the Verizon call center (s) and spoke at length to two employees on two separate occasions. It seemed simple enough and I had been told by both of them I could turn the phone in though the contract was not up. Twice I was promised they would send me self addressed postage paid envelopes I could put the phone it and return it to Verizon and twice they failed miserably. So I drove over 150 miles to Eugene to this Verizon direct corporate store and they handled my situation in ten minutes. Lesson learned when you can do something in person with real live humans do it.

I have been dealing with Verizon’s customer service over the phone for over a month now. I went into the store today to, hopefully, put my situation to rest and get a HUGE credit on my account they went back and forth on. Ryan, the assistant manager, was beyond rude, snappy and close-​minded and very unwilling to help. Molly, on the other hand, stepped up and helped me, called their customer service phone number and FINALLY got my accounts credited correctly. She deserves to be assistant manager… maybe it’s time to change it up, VRC Verizon.

New to Eugene and had to change phones. It is never an inexpensive and easy process, but this little strip mall spot was a real find. The store was well staffed with smart people who did not try to upsell us. For us it was important we got what we needed — not necessarily what we wanted. We ended up with a combination Apple and Samsung phones. Matt M. was our Sales Rep. The only reason this isn’t 5 star is that the store, like all the big company phone stores, overprice their protective covers and other extras. I shouldn’t have to take an iPhone 6 out of the store without a good cover just because I can get it at less than half the price at TJ Maxx. I am sure the mark up on accessories is lucrative. But it would have been wow to be able to get a $ 15 cover at the same place I bought such expensive phones. But overall, great spot.

I’m not sure if this is the correct one to rate. I can’t stand Diamond wireless, but I went into the new Verizon store outside of Valley River, and I was greeted by Brook Webster when I walked inside. He very easily could have shipped me off to someone else, or made me wait forever on a hard chair, but instead he assisted me with my phone woes wonderfully! I’m rather inept when it comes to high tech stuff, and he was able to show me how to transfer all of my media over to the newer phone. He did it for me graciously, professionally, and most of all very kindly. I just want to say thank you Brook Webster at Verizon he was wonderful!

I bought phones for DLW and myself about a year and a half ago. Mine has developed a problem with the earpiece that makes it unusable as a phone. We made a trip to VRC to see if they would help out, even though I didn’t have insurance.
They have upgraded from a kiosk to a full-​fledged store since I made my purchase. It’s fairly spacious and nicely laid out. It also has plenty of staff on hand, all armed with tablets to make the service more consistent. We were funneled to a college-​aged kid named Dominic. He could not have been more helpful. Yes, he tried to upsell us on a tablet, but that’s his job. He did what he could for my situation, getting me a manufacturer’s warranty replacement, so I can keep going until my contract is up.
There is enough competition for mobile devices and plans these days that service is a make-​or-​break consideration. This location of Verizon does it right.

Visiting the new Verizon storefront at VRC was a breath of fresh air. We only waited 5 minutes and the customer service we received from Nikki was friendly & helpful. She was knowledgeable and patient with us older baby boomers. We were there to update a phone. She did not try to sell us a different kind of phone or gadgets that we were not interested in. If we have any other questions or are interested in any accessories in the future, we know where we will go-​back to this store! Oh, and the parking is very easy; mall parking lot!

Went to the kiosk yesterday with my grandparents. They needed a reliable internet and home phone service. They were lied to about there being service where they live. There is zero Verizon service where they live. We ended up switching to AT&T because their service in that area is very good! While canceling the contract (we were within the 14 day span when you need to make your decision), we worked with Dominick, and another employee whose name I will not mention. Dominick was quick with the sly comments, eye rolling, and accusations. «Cool» and «Thats nice» where part of his act of defiance and disrespect. They were happy to cancel the contract after we threatened to call the BBB right then and there. What really hurt us most was the $ 35 restocking fee for both of the devices, $ 70 in total. He was quick to point out the –5 size font on the receipt stated there would be a restocking fee, (at&t puts a rather large sticker on the boxes on their devices stating that there will be a restocking fee). Verizon best be carful with how they treat their customers, Its just peachy when signing a contract, but quickly turns bad when canceling… Dominick, you should treat people a little nicer, YOU work for US (the customer). Never again Verizon…

Outstanding service at this location. Corey is the store manager and helped my wife and I with a new contract and phones. He not only showed us how we were currently overpaying on our current contract based on our usage but also alerted me to an additional discount I was eligible for through my employer — something I was totally unaware of until he told me. He answered all of our questions, got us buy-​back rebates on both of our old iPhones (again, something Corey suggested and saved us over $ 100) and hand addressed the envelopes we needed to send in our mail-​in rebates on our new phones. Service such as Corey provided is pretty rare nowadays, especially when dealing with wireless retailers who seem to be more interested in selling you things you don’t need than listening to what you do need and responding with good advice. If you’re a Verizon Wireless customer in Eugene/​Springfield and need a new device, there’s no need to go anywhere else but Diamond Wireless at Valley River Center.

Stay away from this kiosk!
My boyfriend bought me a gift card for Christmas for the exact value of a brand new iphone 4s. He told them exactly what he wanted to get me, gave them my cell number so they could look at my account to make sure I was eligible for the upgrade etc… They said a gift card was the best way for him to get me exactly what I want.
On the 26^th we get to the kiosk to order the phone and the transaction can’t be processed. First they tell me that I have a $ 20 early upgrade fee. No problem, happy to pay the $ 20 but their system can’t process the giftcard and another payment. Also, the gift card can’t be used to order a back-​ordered product. (Note it was already on back-​order when they sold my boyfriend the giftcard.) My suggestion, refund the giftcard and we will use the money to order the phone. The manager tells us that he can’t because the gift card purchased 2 days prior has «No Cash Value»…really! Their option, pay my cell bill for a couple months with the giftcard and pay cash to order the phone. I don’t think so! So we left the mall, irritated and card still in hand.
Next step, same day… call Verizon customer service and learn three very important pieces of information. They could have waived the $ 20 fee, giftcards are refundable within 14 days with the receipt, and they never should have sold a giftcard to purchase an iphone since purchasing a back-​ordered iphone with a gift card is not possible.
Call the kiosk… still won’t (they say can’t) refund. I explain to they their company policy. They say that they will call an area manager and see what can be done and they will call me back. No surprise that I have to call them again since they didn’t call me and poof… magic it can be refunded.
90 minutes at the mall, an hour on the phone with customer service and the kiosk, 3 days later and I am headed back to the mall for the refund they could have and should have processed the first time.
In the end they processed the refund of the gift card and apolgized for the hassle. Still an overall fan of Verizon just not of this kiosk. All ends well, but still…

Nice and smooth, I was in an out in less then 10 minutes. I love that, without all the idle chit chat and trying to upsell me to something that I don’t need. Appreciate that!

Very friendly good staff, go in and see Mike, Amy, Katie and Jake, they have all helped me out