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Downtown Concord

Wireless Store-Verizon Wireless Premium Retailer

Cellular Telephone Service


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On Sunday 11/25/12 I went to p...

On Sunday 11/25/12 I went to purchase an Otter Box Defender case in black for my new Samsung Galaxy SIII at our independent Verizon Store located at 2070 Salvio St Concord, Ca. The total with tax was $43.93.

Katheryn the Verizon employee helped me pick it out and I paid CASH for my purchase. She helped me put on the case but it turned out to be the incorrect model and didn’t work. I wanted a black case and nothing else so I asked for money back and she said she couldn't because she had closed the till. She called her manager on the phone and her manager advised to credit my debit card, keep in mind I paid CASH. I told her I don't need it off a card as I paid CASH and want my CASH back. After 10-15 minutes I was sick of explaining myself so I said fine credit my card, which eventually didn't work because I paid CASH. She called her manager on the phone again and advised they can send me a check. At this point I was pretty frustrated so I decided to take a grey case. Unfortunately they couldn’t do the exchange because the system hadn’t processed the original incorrect purchase and their inventory would be off so they would not exchange it for me..... Katheryn called her manager again and they advised they can send me a check. After resistance I agreed to a check after threatening them with a negative review on Yelp.

I finally received my check on Friday 11/30/12 for $37.18 and not the $43.93 I originally paid. I was pissed off about the difference and I understand it’s just $6.75 but I paid cash and they sold me the wrong case in the first place. I went back for the second time on Saturday 12/01/12 and thankfully Katheryn was there. I showed her my receipt and the check and questioned why the discrepancy in the refund. She said that is odd, called her manager on the phone again and explained my situation to her. The manager advised to contact a Mary Ann about the discrepancy. Katheryn was only able to leave a message and I waited about 5-10 minutes and advised I don't have time to wait all day. I will leave my cell # and she can call me back. No phone call back on 12/1/12.

I went back to store for the 3rd time to resolve the issue. Katheryn advised she got busy and couldn't call me but my stub showed a processing fee that neither she nor her manager knew about and there is nothing they can do. I advised I want to speak with Mary Ann. Katheryn tried to get a hold of her but was only able to leave a message. I complained to her about the service levels and advised this was all her fault she needs to fight for her customer’s right. I paid CASH and I want my money back and I don’t appreciate being shorted for what was their problem. Katheryn advised me that no one with authority must be working because she didn't receive an email advising who was available. I asked for a contact number or email for Mary Ann and she advised she couldn't give it out because it was an employee based email. I told her that she was ignorant and needs more training and that she should not be in the business she is in. I told her I want my $6.75 back and I don’t care how she gets it to me even if she has to pay me back out of her own wallet. She rudely asked me to leave the store and I did gladly as I don't ever want to set foot in this store again. Katheryn rudely asked for my information and I advised she should have it as they sent me my check already and I walked out. At this point I’m disturbed at the lack of customer service so now I’m making it public for everyone to see.



Headed to the Spaghetti Factor...

Headed to the Spaghetti Factory for dinner and was delighted to see the new Verizon store around the corner. Not busy, several employees ready to assist with my purchase of a new phone and simple plan. Antonia was very informative and helpful in finding what worked for me, and Jimmy was kind of enough to spend time showing me my phone features. If you want an honest approach, no sales pressure or gimmicks, and GREAT customer service, this is the place to be!