Verizon Authorized Retailer - Victra

I came into this store yesterday after months of working up the courage, and at the suggestion of others, hoping for help. My ex partner (not married so no legal recourse here) is the primary account holder on my cell phone plan. He refuses to let me off it, presumably so he can still control me, have an excuse to maintain contact, and threaten to turn my service off, etc. I called Verizon and they said there was nothing they could do without his permission. I went into this Verizon store at another DA survivor's suggestion (she was able to get help leaving her abuser's plan, at another store, in-person).

I waited for an hour. When I finally spoke to someone, the customer service rep (Travis) was unsympathetic, barely attempted to help, and would not give me the store manager's name, or the name or department of anyone else who might have more authority to help. He told me that "my best bet" would be to show up at a Verizon Corporate office and "beg someone to help" me. He couldn't tell me who to talk to there, or even which department to speak to. He told me my ex owns my number, and that for me to get my own account he needs to call Verizon and give Verizon permission for me to leave and establish my own account.

I tried to ask-what if I don't care about keeping my number, and I start a new plan, but this old plan is abandoned under my name with my information, would I still be liable for that legally and financially if my ex does decide to cut my service? But the he kept interrupted me, saying he didn't know, walking away form the desk to do other things. He told me he wanted to help but couldn't, but then started talking to the person who was waiting behind me (who had only been there five minutes.) I begged him for help, or to give me the name of someone who could, or a phone number, a suggestion on what I'm supposed to do next, anything. He never even asked for my name, never tried to pull up my account. I got nothing. I cried. I was humiliated. I know there are reps and stores that are sympathetic to others in my position, who can help-but this is not the place, and these are not the people.

I'll be trying another store where I know there are people who can help, or if they can't, give me the name of someone who can help. Verizon cannot expect survivors of abuse to be beholden to their abusers-it's illegal and unethical. At the very least, these employees need to be trained to be sympathetic, and to give out information of people who CAN help if they're unable.

Travis was really friendly, I forgot to ask for the first guy's name, it was D- something. D'Angelo? Both provided great customer service but Travis was the one I worked with the most.would recommend!

I went to the store to get assistance with my daughter’s Apple Watch. They were really busy and Beto was the only one working. He was amazing. He never seemed annoyed, stressed, or flustered. He was kind and extremely helpful to all he came in contact with.

They cold-call numbers not associated with Verizon Wireless service to try to sell them service. Utter scumbags.

Edit: So I review the specific location, indicate I'm not customer, and I get a boilerplate reply asking for location and account info. The lack of reading comprehension is unsurprising given they can't grasp basic FTC regulations. Don't do business with Victra. Go to a Verizon Wireless corporate store instead.

The best overall customer service rep my husband & I have had in a long time! Patient, explained things well and understanding of our needs for a new phone.
It was the 4th of July. Many other Verizon stores, that were shown on the website to be open were not.

Between the old guy with highest waisted pants I’ve seen lounging on the armchair yelling about SIM Cards and the old woman standing at the counter blasting her private health information on speaker phone I somehow got a new phone in less than 30 minutes.

Just switched from T Mobile to Verizon. I honestly can say that I have not had as positive a customer service as I did with Travis.

He seamlessly juggled multiple customers, both hustling and having an excellent attitude. I can not remember the last time I have seen anyone with that much hustle and great attitude- Travis never seemed hurried.

Travis wanted to be sure the integration of my phone and my wife's phone went smoothly, and encouraged us to come back if we ever had any problems.

I have no idea what Verizon has done to motivate this dude in such a positive productive way but my guess is Travis is just a winner of a dude.

As long as Travis is behind the counter 5+ stars.

I honestly hate leaving bad reviews, but my experience with this store and with Verizon in general has been absolutely miserable. I switched to them from T-Mobile last November because they were running a promo that if I gave them my old phone, they would give me the new iPhone at no cost. Also they would give me an iPad, Apple Watch, and a $200 credit for switching- all I had to do was pay for the service each month.

My first bill had "Device Payment Plans" for each of those 3 new devices, meaning I was paying for all three of those devices even though I traded in my new phone and was paying for the service on all three. I went into the store and they said that was normal, and that my next bill would reflect the discounts and have credits for the device payment plan- essentially they were going to pay me back for charging me for the devices that were supposed to be free- I thought this was very strange but they assured me this was their norm al practice. The next month my bill STILL had the device payment plans on it, so I called the Verizon customer service line. They told me the promo deals had not bed applied to my account but I was told they would retroactively apply them and also credit my account what I had been wrongfully charged. Well, every single bill since then has still had these device payment plans, I have called them back each month and had this same conversation with a different customer service rep each time. Verizon now owes me over $500 in credits (the original $200 credit and the credits for all the "Device Payment Plans") and my latest bill STILL has the device payment plans on it- it has been 6 months of this. I'm so disappointed that I switched from T-Mobile and I feel like I was purposefully misled by Verizon and this Victra store. I'm going to call one last time to see if they will make this right and if they cannot make it right on the phone I will be switching to AT&T.

Please learn from my mistake and do not switch to Verizon, the customer service is beyond terrible and they mislead you on what you will actually be paying each month.

Nikki and Ciera were so patient, courteous and diligent sorting out several problems with my Verizon service. Nikki spent over an hour with tech support helping to rectify a major problem to successful completion.

I thought my iPhone 14 was dead... But Sales Associate Ms. Nikki quickly performed a ‘soft reboot’ Yay Nikki you’re so fine you blow my mind Hey NIKKI!

I will never purchase from this store again. In particular, I found the sales tactics of store rep Cierra to be dishonest, to put it mildly.

Last December (2022), my daughter and I went to the store to explore upgrading our two Pixel 3s. Cierra she told us we were "in luck" b/c there were several promos going on. Number 1: She told us that there was a 2-for-1 offer on the Pixel 7s; Number 2: she told us we would get a $200 trade-in credit for each of our current phones; and Number 3: she told us that we would get two Pixel Watches for FREE - NO MENTION of the nearly $50 per month in associated "line" fees regardless of whether you use the device (which we don't; one is still in box).

I told her it all sounded “too good to be true, ” but I trusted her. She is very nice and pleasant. It’s only now that I’ve looked at our detailed bills for the past 3 months that indeed it WAS too good to be true and we were scammed.

After speaking to Verizon Customer Service for 46 minutes, this was the outcome:
1.2 for 1 Pixel 7 promo – nonsense, didn’t exist
2. $200 trade-in credit: Cierra neglected to follow up, which apparently is required to receive the credit. Verizon applied it (prorated across contract term)
3. FREE Pixel Watch bait and switch: Verizon rep indicated this deceptive practice is widespread, and he removed the 3 months of charges totaling over $200.

When I went back to the store, before calling Verizon CS, to ask for help, Cierra was rude and dismissive, insisting that she provided full disclosure about the $35 activation fee and monthly line/surcharge/tax fees for the completely “FREE” Pixel Watches and taking no responsibility whatsoever. No acknowledgement of the fact that she negelected to activate the $200 trade-in credit. A simple: “I’m very sorry for the misunderstanding, but you’ll have to follow up directly with Verizon Customer Service as I’m unable to do anything on my end” would have gone a LONG way.

And YES, I should have (and will in the future) read and thoroughly gone through LINE BY LINE the multi-page invoice summary and brought a magnifying glass to read the accompanying 2-pt text to confirm that the rep is being truthful. Just not at this store.

Fast friendly service at the end of the work day. Adam stayed past closing to get my new phone transferred and made sure I had everything I needed. Top notch.

Patient and insightful on his to get the most out of my phone and service based on my historic usage

My wife and I came in Thursday February 2rd. There was one employee working near closing time- I wish I could remember her name, but she was working by herself at the point we came in. I believe it was Nikki? Anyway, she was absolutely incredible. There was a person in front of us who had a more complicated need, and we were just picking up our new phones that we had purchased online. She ran us through the verification process in a flash, got us our phones, and we were out the door! She was incredibly kind, friendly, and all the things you could ask for with a customer service experience. Thank you Nikki (or whatever your actual name is- I wish I could remember, dang it!) for being such a superb employee!

DO NOT COME HERE. Super dishonest sales people and this is NOT an official Verizon store so they will charge you a ton of secret fees. Go to a corporate store. They are incompetent, dishonest, and hit you with unnecessary charges. We got charged a set up fee for a new line even though we didn’t transfer ANY info and the salesperson legit just turned the power button on.

Emilie G. - so helpful; I really appreciated her. Came in with a problem with my Verizon tablet & complaint about my bill. Feel her response was what I needed.

I’ve always dreaded cell service stores the same as a DMV visit. But yesterday Cierra changed that entire outlook. Remarkably patient and wholly professional, Cierra had answers to literally all of our questions and then some. She navigated a normally really frustrating and expensive experience with ease and we couldn’t have walked out of that store in a better mood. Thanks, Cierra!