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November 2023 by P W.
Although the initial transaction at the store was fine, when my upgrade phone did not get delivered due to missing digits on the shipping docs with FedEx, the manager was no help at all. She suggested I go to FedEx at KOA, that the address issue happens all the time, and that it wasn't their issue (even though they arranged the shipping and apparently made the error with the shipping address). She would not accept ANY responsibility for the issue nor did she take any affirmative action to resolve the issue other than give me FedEx's 800 number (which is only an automated system and could provide no info). It took multiple calls (and hours) to Verizon customer service over multiple days to finally get them to ship a replacement phone. The verdict is still out on when and if I will see a new phone.
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September 2023 by Lori Tanner
We needed a dual sim for travel and was told by the store agent that our current phone was not capable of having two sim and we were advised to buy a new $800 Samsung Galaxy phone. Because the phone was locked by Verizon, she wasn't able to activate the second number on e-sim for 60 days. We were advised to return in 60 days to add the e-sim. However, once we returned after 60 days, we found out that we had been sold a phone that was only capable of one sim, and we were unable to return the phone as we had passed the 30 day return window. We were very upset, and the manager advised us that their service agents receive no training on their equipment, and it was up to the consumer to be aware of what they were buying. We were sold a useless product that we did not need and have no recourse. I spent two hours on the phone with Verizon Customer Service and the customer service agent told us that she was going to recommend that we be able to return the phone after the 30 day window, as the sales agent misrepresented the product. She said she was going to speak with corporate about this and get a recommendation. Nothing has happened after 2 weeks. I will never use Verizon again.
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August 2023 by Robert McKnight
Great customer service. Nothing flashy. They just get straight to the point and show you how to get the best value from your phone plan.
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July 2023 by Shaun S.
Super helpful and polite. Deshane at the Kona store took care of us. He was kind and easy to work with. It took awhile to get everything wrapped up but Over all we are happy. Mahalo
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July 2023 by Tidus Turismo
Where the heck is Chelsi? She was the best manager ever, this place has gone downhill.Im going to T-mobile.
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July 2023 by Ian Collis
I don’t think I’ve ever reviewed a non food place but wow. The manager William is SO rude for no reason at all. We came in trying to transfer my number from one Verizon account to another, and he greeted us. Before we could finish asking for help, he cut us off and told us he wouldn’t help and that we had to use the app. I tried to explain we were working on that ALL DAY already with error messages but he kept the attitude and left. Literally refused to hear us out. By the time he finally came and looked and I showed him the error message, he was surprised and didn’t know what to do and told me to call Verizon. I then watched him walk around helping other people for an hour without ever bothering to come over. Generally speaking; his demeanor was so unwarranted. Even if he couldn’t help, he didn’t have to be a j**** We finally got corporate on the phone and they were nice and helpful so this is not a knock on Verizon, it’s a knock on William, the single rudest customer support person I’ve literally ever met in my
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July 2023 by Ian C.
I don't think I've ever reviewed a non food place but wow. The manager William is SO rude for no reason at all. We came in trying to transfer my number from one Verizon account to another, and he greeted us. Before we could finish asking for help, he cut us off and told us he wouldn't help and that we had to use the app. I tried to explain we were working on that ALL DAY already with error messages but he kept the attitude and left. Literally refused to hear us out. By the time he finally came and looked and I showed him the error message, he was surprised and didn't know what to do and told me to call Verizon. I then watched him walk around helping other people for an hour without ever bothering to come over. Generally speaking; his demeanor was so unwarranted. Even if he couldn't help, he didn't have to be a jerk. We finally got corporate on the phone and they were nice and helpful so this is not a knock on Verizon, it's a knock on William, the single rudest customer support person I've literally ever met in my life.
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June 2023 by Bruce A.
This was the worst customer service experience I have had in a very long time. My wife and I wanted to upgrade our iPhone 11s to iPhone 14s. We were greeted upon entering and our name was put on the list. The text message we received from Verizon said there was 1 person ahead of us. We sat down. 3 people entered the center and were assisted by some blonde lady who looked to be the manager. We were talked to or advised when we would be served. Over 30 minutes went by and no one helped us or talked to us. There were plenty of workers but I guess they didn't want to do an "upgrade"If this is the experience I was going to receive, I was going to go to T-Mobile. We then went to the Kamuela store where we were immediately greeted and helped by Ben & Maile. They couldn't have been nicer and more gracious. They saved my account from leaving.
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May 2023 by Makayla A.
If you have the unfortunate luck of being helped or assisted by the manager Carissa then do yourself a favor and ask for someone else. Not only was she very rude but when I started asking questions for clarification on upgrading my phone since my screen was cracked and my phone was an older model she got arrogant and then irritated that I was even asking questions. Not good customer service especially considering she is the manager and sets the tone for the rest of her employees. Very disappointed!
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April 2023 by Karen Toftemark
Absolutely love the locker system of prepurchasing a product online, picking a store to deliver to, walking into the store, finding the lockers, which in this store, were right inside the door and using simple instructions sent to your phone to open it and pick up your product! Like most Verizon stores, the store is clean (nearly sterile looking). The staff is friendly and attentive and usually very busy! This is a lovely and simple solution if you know what you need! And it only takes minutes!
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February 2023 by Bob Sorey
This was my second visit to this location in Kona. The first visit was several years ago & could be considered mediocre at best. That visit resulted in an iPad purchase because the iPad I owned, had a battery that was dying. I was not able to wait for one with a larger amount of memory to be ordered, shipped and delivered due to the new models being in high demand.This visit was very disappointing and although I was not expecting to make a purchase today, solely because I had entered the store a mere ten minutes before closing time and would never ask anyone to stay late on my behalf. Vincent, mid sentence talking to me, made it known, not to me, but to two other people who walked into the store behind me that they would not be helped as the store was closing in 10 minutes and he was busy with someone else ahead of them but rudely asked what they were there for.Please understand that I did expect to be greeted with some basic level of courtesy, if not greeted with respect as I entered the store but was almost standing in front of this person before he acknowledged me. My entire intention was to leave the store with accurate information about the current Verizon promotion as advertised on television and be able to see what my current Verizon service plan is and if it will qualify for the promotion or not without having to spend any length of time trying to figure out what my bill said compared to the promotion.Entering the Verizon store, an employee with a name tag stating Vincent was sitting on the left hand side of the counter and a second employee was sitting on the right hand side of the same counter with what appeared to be another customer being cared for. **Note** I can only hope this store has surveillance cameras with audio. If so, please accept this as my written permission to both review and publish any videos that you have and want to share of my visit to compare my written experience to the video. My recollection is the best but I should have recorded the interaction myself.My question to Vincent was about the current Verizon promotion being advertised on television with regards to a new iPhone and Apple Watch. I asked for the details of what the promotion was and if he could help me understand what was being offered in the commercial. It was then that the questions began. Am I a current customer? Yes, I answered. What is my phone number? It was provided. Do I have any id. I don’t always carry id but do carry a phone with me plus credit cards that have my picture on one as well as cash. Please remember that I am in a Verizon store to ask a specific question and have it answered. I asked what those questions had to do with my request about the current promotion and if this was a Verizon company store. He replied yes, it was a Verizon owned store and the other employee began to help him with where to find the answer. He took the cards I gave him and scoffed at them. It was at that point, I had had enough. I took my cards back looked and him and let him know that the other people were going to be able to take me place because my purchase would not be made at that location EVER. I left and have no plans to go back. The other people did get what they needed. I saw them while sitting on the bench talking. They were able to get the pin to port their phones to T-Mobile. Who knows, I might just follow them to T-Mobile too.
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February 2023 by Haskell Section Jr
I went in today because of the terrible customer service over the phone and ended dealing with an agent there who got mad that I was mad about the outsourced agents I have to deal with on the phone and tried to argue that the phone department gives good customer service.
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January 2023 by Jordan Grenier
Candy was able to assist me after the store in Waimea could not.
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January 2023 by Chris Jaeckel
Came in at 6:40 pm on a Tuesday, they close at 7pm. Had a burnt SIM for IPhone, the gentlemen had me out by 6:54 pm with an activated eSIM.
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January 2023 by Liz C.
Went to the Verizon store in Kona Commons Shopping Center (Kailua-Kona), because they had an iphone in stock for my son's upgrade. Beautiful large and clean space, with different phones to try. The best was Tess (Tessa) who helped us with the upgrade, trade-in and set up of phone! Very professional, efficient, friendly and not pushy! Would definitely come here again. Mahalo, Tess!
