I can not urge you enough to STAY AWAY! Go to a real Verizon Wireless store, such as the one in Bartonsville. If you have any problems Verizon Wireless Customer Service can only help you so much when dealing with these Third Party Retailers who are just hungry commission based salesman. There actually seems to be a great divide between Verizon Customer Service, and these types of “Verizon” Stores. IF you still decide to shop here, make sure you …CHECK YOUR RECIEPTS (As employees add on accessories without your consent)GET EVERY OFFER AND PROMOTION IN WRITING THE MOMENT IT IS OFFERED TO YOU.You’ve been Warned.
I recently had a bad experience at the Mount Pocono Cellular Connection store. I went in on a Tuesday afternoon to purchase an iPhone case. After Cheryl, the sales associate, assisted me in choosing one, I purchased it and left the store. When I got to my car I opened the case and tried it on my phone. It seemed fine except for the difficulty I had with pressing the lock button at the top of the phone. I tried a couple of times but it seemed to be exceedingly difficult. For me to have to press the button 2 or 3 times or exert extra strength to press the button was too big of a problem for me to keep the case. About 20 minutes later I returned to the store to ask for a refund. I only asked for a refund because while in the store there were no other cases that suited my needs. Cheryl said that she could not give me a refund since I had already opened the case. She told me that is store policy. I found this hard to believe since I have been a Verizon customer for about 10 years and have never heard of such a policy. So I said that I would just call Verizon to get the matter straightened out and left the store. After calling Verizon they informed me that your Cellular Connection is not a Corporate Verizon Wireless store so even though they understood, they could not help me either. I then called Cheryl back at the store and had about a 5 minute discussion with her. She did not seem very considerate about my problem and just kept echoing the company policy and how she could not give me a refund unless it was defective. She said that their company couldn't resell the item as used which is why she could only offer me a replacement. I told her how I had thought that they were a Corporate Verizon store and that I have never had any type of problem like this and that over $15.89 and this experience I was not going to shop there anymore. She didn't seem to care so I asked when the manager would be in and she said that she is a manager but the regional owner of 3 different stores would be in on Saturday.I came back to the store on Saturday and explained things to Jeff Whitmore, the store manager of the 3 area stores. He also stood by the stores policy of no refunds unless it is defective, even after trying out the case and seeing how it was difficult to press the lock button on my phone. He said the best he could do was give me an exchange and since I could see that I was not going to get what I wanted that I would just take the offer for an exchange. So he gave me a comparable case that did not have the same style by the lock button. He also did not seem very considerate and said that Cheryl had told him how I was just trying to get a refund because I found a case I liked better at another store. I did find a case I liked better at another store but only because it was functional. It had nothing to do with it just being a nice case. I had already decided I wanted to return the one with the "defective" button before even seeing another case in the other store. And because of that Jeff did not seem very considerate regarding my issue. The thing that doesn't make sense to me is that if they can resell the one I opened as used because I opened it, they still ended up with it and gave me another brand new one. Doesn't seem like their policy was economical for them as opposed to just refunding my $15.89. So, concluding this long little story, I will not be shopping at Cellular Connection in the future. I will stick to Corporate Verizon Wireless stores.