Verizon

I'm overwhelmingly happy with the service I've received, but concerned with how these employees seem to be essentially thrown to the wolves.

For about a week and a half, I recently had the displeasure of troubleshooting a malfunctioning phone. With my first visit, Reilly worked with tech support for several hours to get it up and running, with patience and perseverance, but ultimately, it was decided there may be something physically wrong with the phone. I left without upgrading because I wanted to weigh my options and wasn't ready to give up on my phone since I'd just purchased it elsewhere. While frustrating, I appreciated how friendly she was and her willingness to keep escalating the call trying to get the issue uncovered.

Cue three different calls (from home) over the next few days to tech support reps, where some settings were changed and my phone began working better, but still not optimally.

The tech support reps tried to sell me on upgrading to a new phone, but I told them that if and when I made that decision, I'd like to take that sale back to the store because I wanted to make sure that the employees who worked so hard to help me were able to earn that commission. So, I brought my phone back to this location on Cyber Monday (my only day off, otherwise I'd have come back at a less hectic time), hoping to get a new phone.

At the store, Caleb did some more troubleshooting on my old device, just to ensure I didn't have to make an unnecessary purchase if it was something that could be fixed, because the phone was only a year old. Unfortunately, despite escalating to tier 2 tech support, we all came to the definitive conclusion that the old phone was, in fact, defective. So we, eventually, got a new phone and accessories squared away, all while Caleb juggled a multitude of other customers on Cyber Monday — alone. But despite the line of customers that just didn't seem to stop (and the fact that the safe kept going off), he was always engaging, high energy, and helpful.

I can't say enough about Reilly and Caleb's persistence and professionalism. They both, in their own way, went above and beyond for me and gave me top notch customer service, and I observed them doing the same for others who came and went before me and while I was there for each of my visits. It took about a week and a half to get me outfitted with a fully functioning phone (which is not any fault of theirs), but I'm happy with the purchase and their willingness to tackle the problem head-on before just trying to sell me on an upgrade.

But each time I'm there, I notice that they seem to be critically understaffed. Perhaps it's the time of day, and the fact that it was Cyber Monday for one of my visits, but for the amount of customers who come in needing help, I'm shocked that only one representative is—seemingly—always there by themselves. One of those visits was on a random weeknight, and while I was there, the rep had to juggle several other customers while working on my issues.

For another visit, I was there for nearly six hours due to the wait (because there were not enough employees to handle the customer load on Cyber Monday), and in that time I kept wondering: when do these people have time to use the restroom? When do they eat? I rarely even saw them have the opportunity to drink something. Where I work, even when understaffed, I'm still afforded multiple breaks, but I have my doubts that's happening here. For the amount of hard work, focus, and patience these people are putting in, managing multiple customers simultaneously, I sincerely hope they're getting the support they need from higher up. As a manager and former GM, I can tell you that employees with this much passion to help and work ethic are rare and should be treasured.

Please, get these folks some more help and make sure they're taken care of. Your customers should feel good about coming into the store, not feel guilty that they're adding to the insurmountable load your lone employee has to endure during their shift. Do better and take care of your people.

After years of experience at the Verizon Ellwood City Franklin Plaza ,there's a .manager Caleb who's fantastic very knowledgeable on phone problems!! It's a relief to able to get great service ! I highly recommend Caleb!!

Extremely friendly people. They listen to me and showed me things I didn't know. I recommend highly.

Sasha was very professional and knew all of the products she sold me exceptionally well. Highly recommend and will return in the future.

Holy cow, where to start. The staff at this building is beyond compare! They are the best staff in all of Verizon. Sasha was the absolute best! She is funny and brought the best energy to the room. She was such a great person to work with. She seemly used the promotional sales in casual conversation when addressing an issue that I had with my phone and made me realize the error that were wrong with my phone, covering me into a much needed upgrade.

Without a doubt, she is your best employee at Verizon hands down!

If this was a regular retail store I would say that I'd be back right away! But it is Verizon so I guess I will see you guys in a few years when I need my next upgrade.

Thank you Sasha! Your amazing and anyone would be lucky to have you as their customer representative! OH THAT'S ANOTHER THING! while helping me she flawlessly helped like 4 other people at the same time and none of us felt that she was taking away attention from one to another! It was like she helped us all at the same time, but didn't break away conversation, the transition from customer to customer was flawless!

Everyone is always so nice! Caleb, Riley, and Sasha were awesome!

First thing, I did not have to wait over an hour for service which is always great. The staff there was very friendly and knew so much about all the different phones. I found it nice the rep I worked with took the time to get to know me and did not treat me as another sale. I got the phone I wanted with a nice deal on my accessories for my phone too. Bonus: He was able to get me a nice tablet for like only $20 and only $10 a month on my bill. What a steal!!! I would recommend to anyone.

I had a great experience thanks to Joey! He was able to order my new phone and set everything up for me within a matter of a few days. Very polite and personable. He even walked me out and held the door open when we were finished - such a gentleman! I will be back to visit him for all phone related services.

Reilly was great. She showed me all the information regarding my new account and upcoming line additions

Morgan was exceptional . She gave me a lot of help. But it would be nice to have work times to help customers with their purchase!

I want to recommend our store in Ellwood City....we purchased 2 Galaxy S21 5G phones. The experience, the knowledge, the kindness was Wonderful. We want to thank Miranda for her Amazing Guest Service. What a pleasure to do business with her!

Absolutely impressed with the store manager Joey in in the Ellwood City , PA. Verizon store. Not only is he a good kid as a person, in my opinion he is one heck of a good salesman. If you are looking to upgrade or purchase a Verizon plan, without a doubt go see him and him only. You will not be disappointed, you will be very happy. He went above and beyond what a salesman does.

The Manager Joey and the Representative Miranda, at the Franklin Plaza are wonderful! The Cranberry store wouldn't even try to help me. Joey and Miranda took the time to save all my information. Check them out for all your Verizon needs. Smaller store and more personal service. Thank you so much

Honestly the best store I've ever visited! The manager was nice and the two employees that work there always greet with a smile and listen to me. They helped upgrade my phone and transfer my stuff and got me set up! Worth the drive and worth the money for the amazing service!

Great Service & got my Phone Charger Purchased Working on my Phone. New Phone Case Covering Phone to Protect Phone from getting Dirty or Damaged any more

I came in with my google pixel and was offered a preety cool deal with the LG G8! They offered to buy out my old phone up to $200 dollars and got $100 off a tablet. I always come to this location and have the best customer service every time I go!

Supe friendly staff and even though they were extremely busy they weren't rushing me to get out the door and made sure all my needs were taken care of in a timely manner. Will definitely go back again.

Miranda was super helpful and when the cranberry store said they didn't know how to transfer my information I went to the Ellwood City location next to giant eagle. This store in Ellwood City the Manager Joey and Miranda transferes all my informayion in like seconds!! I'm coming here from now on and NEVER GOING BACK TO THE CRANBERRY PA STORE! THANK YOU SO MUCH JOEY AND MIRANDA FOR BEING AMAZING A GOOD AT YOUR JOBS!

Miranda in the Ellwood City Verizon shop is very knowledgeable and customer oriented. She made phone shopping for the family fun. I especially appreciate the way she is able to explain different options to make sure we get exactly what we want.

Great Sunday afternoon experience getting an emergency replacement phone. Manager Devin was appalled to find out that a few years ago I was turned away at this store because I have a business account and was told to go to a corporate store in Cranberry. We were able to get a replacement phone, a case and screen saver. All without the obnoxious hard sell for things we don't want or need of a corporate store. I'll never go to a corporate store again.