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March 2024 by Robert A.
i have a BIG problem with the staff at your Lakewood store.010417 Gravelly Lake Dr) so my wife went in on Feb 21st to upgrade her phone. she had a Samsun A12 and wanted to Upgrade to the A15. we fell a little short at the time and told the sales associate that we would take another phone AS LONG AS IT HAD MORE MEMORY THAN THE A12. the sales associate assured us the phone she recommends (the Samsung 04) would be the one, being that it had more memory. WE ASKED HER 3 TIMES IF IT ACTUALLY HAD MORE MEMORY AND SHE SAID YES. (we will come back to this point later.) we let them know that this is a TEMPORARY upgrade, being that in 2 weeks we will return and actually get the A15 and whatever phone she gets that day will be (the 04) would be MY upgrade. we would switch everything over and it will be fine. fast forward to yesterday (March 6th) we go in to do the upgrade to my wifes a12 to the a15. we find out the the 04 was NOT an upgrade to the a12,in fact it was a DOWNGRADE. now mind you if we would have known that on the 21st WE WOULD NOT HAVE GOTTEN IT. IT ON THE INSISTENCE OF THE SALES AGENT THAT WE GOT THE PHONE. so she basically lied to get the sale. so while in store i personally call customer service and let them know what was going on, because at this point i wanted a refund. i will NOT be stuck with a downgraded phone. why should i be? the customer service agent said they will notate my account and the problem will be resolved. cool SO TODAY. i go in the store. and i figured a refund would be needed just take the cost of my items and apply them to my account as a credit so that when i'm actually ready to do my upgrade everything will be there. so the manager was NOT trying to cooperate with me, she REFUSED to give me a refund or apply a credit. the actual sales associate that told my wife to get the phone was there and she wanted to spend 10 minutes arguing with me the manager TOLD ME TO SELL THE 04 ON FACEBOOK!!!! really???? this is how you treat your customers. then they BOTH STARTED SPEAKING SPANISH TO EACH OTHER ABOUT WHAT WAS GOING ON. I am African American, and I found that HIGHLY UNPROFESSIONAL!!! but I digress.. i called customer service again and the sales associate argued with THEM. so customer service told them to call dealer services, and the associate told them that it would do no good since they only deal with networks and not phones. this was one of the WORST customer experiences i have EVER dealt with. all i want is to NOT be stuck with this phone. the phrase i kept hearing all morning is "upgrades are non-refundable" i get that, but what if the phone is NOT an upgrade?? all a want is a PROPER upgrade, not to be talked down to, treated with some respect and dignity and to have this situation rectified. the fact that the associate lied to get sale is bad enough but the NOBODY wants to fix the situation. it took my wife an hour to talk me out of cutting off the service all together.
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October 2023 by Veronica Barnett
Always a great experience Geton and staff are amazing
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July 2023 by Peggy Wells
The person that waited on me seemed to be a little rude and not very helpful
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July 2023 by Amber Kline
Had an issue that I talked to customer service about for almost 2 hours, and a specialist finally figured out the problem. I was told to go to a physical store in the morning because they not I could fix the problem. An agent at a store had to do it. I went to this store and was told that what we did over the phone was never attempted and I was going to be charged a fee, tho the night before I was told I wouldn’t because I did nothing wrong while trying to switch the device myself on the internet! He basically called me a liar. He said what I told him we did over the phone the night before never happened even tho I showed him my call history to prove I was on the phone with them and showed him the 5 different times they had to send me a special code to prove I was who I was to work on my account. Didn’t appreciate his accusations or having to spend more time on the phone with customer service to get the fee waived. Ugh!!
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March 2023 by David Hymbaugh
I called this location to make sure they ha the exact cellphone I preferred and she told me that she did, in fact, have that phone. Without me asking she even told me that she would set it aside until I arrived being that I informed her I would be there within 10 minutes or less. I arrived within, at most, 5 minutes. We went through the entire process which she somehow stretched out to nearly an hour. The last thing she had to do was go get the cell phone. Remember, I told her who I was as soon as I arrived and she said that she remembered me from the conversation we just had 5 minutes prior, with me asking if she had a particular phone in stock. However, once we finally reached the point of her needing to grab my new phone she asked which one I wanted. Confused, I told her that I am the person who preferred the particular 0hone I called about. But then she proceeded to tell me that they don't have that phone in stock and she never would have told me that they did. I asked her if she remembered the conversation we had prior to me coming in asking g her specifically if she had that phone in stock, where she clearly said yes and she would set me up. She said yes but then claims she told me that they did not have it in stock. I then asked her if she told me this then why did she tell me to come in and she would set me up with. New line and that particular phone I asked if she had available? I told her that I would never h e come in to her store if she informed me that they DIDN'T have that particular phone. Please do not bull*hit me. I know you lied to me so that I would come into your store then you would try to upsell me to a different phone. I was in sales for 15 years, you think I don't know you lie to every single customer that walks into your door or gives you a call? If you are going to lie to people At least lie about something not so obvious that will ruin a sale instantly upon the customer finding out. Thanks for wasting 2 hours of my life. NEER GO TO THIS LOCATION IF YOU DO NOT ENJOY BEING LIED TO.
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March 2023 by Danielle Jones
I went in Sunday when they first opened and naveah was great! She was patient, nice, professional and very knowledgeable. She helped me with an upgrading issue I was having with smart pay and was very patient and spent two hours with me helping me get my new phone. It was a very good experience.
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March 2023 by Danielle Perry
Doing service for years. The staff is horrible. The only concern was selling me another phone etc...never addressed the issue I'm having on my phone. There was no knowledge. And charged me extra money for customer service. If I hadn't had my service the years I've had I'd switch.
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February 2023 by Conni Hines
Everytime I come here I leave happy and amazed how awesome they are. Nevaeh is top notch and quite an impressive young lady. I won't go anywhere else.
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November 2022 by Sissy Holmes
It was a quite store the 2 men were very help full
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October 2022 by Jacquelyn Emery
Everyone here has always been really nice and very helpful with anything I have needed to do
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August 2022 by Krystal Okoth
Marco was fast, friendly, knowledgeable, and professional.
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July 2022 by Morisa Rollocks
The employees are really nice and they help me find a great phone. They have great deals for phones and tablets.
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July 2022 by john sloane
Great service with Marco and his team!
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July 2021 by Jeanette Mason
Alma and Ana helped me out today. Without exception, I've never seen better customer service. I was in a bad spot and they went above and beyond what anyone could ever expect. They were friendly and patient... even when I'm not sure I deserved it! They've earned my loyalty for sure.
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March 2021 by Ken Arndt
Staff was very helpful and pleasant.
