Valentine mobile detailing

I had to go trade in my iPhone 14 on Saturday 7/5 and I had the sweetest and most helpful representative named Arther. He was so patient and helped answer all of my questions. He was super thorough when showing how to use my new iPhone 16 Pro Max. I actually ended up being there for several hours due to some technology issues on my end and he was so kind the entire time and never once seemed bothered by the amount of time it was taking. Even as other people were coming in, he would walk over to help answer their questions while still making sure everything with me was going good as well. Overall, my experience with Verizon and Arther that day was perfect, and I walked out with a new phone that I actually understood, versus having to research the new tech it came with.

I went into the Lake Wales Verizon store on July 1st and had a great experience with Morgan — a visiting rep from another location. She was helpful, kind, and told me my phone would arrive within a week. It actually came in after just two days, which was a great surprise. Unfortunately, that’s where the positive experience ended. Because it was a holiday weekend, I didn’t rush in — I planned to pick up the phone the following weekend. But when I got there, I found out the store had sold my phone without ever calling to follow up or confirm that I no longer wanted it. I was told a replacement would arrive within two more days. I called ahead to avoid a wasted trip — no phone. Went in the next day — still no phone. That’s when I learned the most frustrating part: the order was never even placed. It was only by going to the Winter Haven Verizon store that I got real help. Arthur provided exceptional service and walked me through my entire account, showing me clearly that Lake Wales had not followed through on anything they told me. Winter Haven was far more helpful and respectful of my time and concerns. And to be honest, it’s hard not to feel like the reason I got overlooked at Lake Wales is because Morgan — the one who originally helped me — doesn’t actually work at that location. It almost feels like, since I don’t have a “regular” sales rep there, no one feels invested in me as a customer. Even though Lake Wales is home for me, I’ve never felt more dismissed. Like I was just passed around with no one truly taking ownership. Now, nearly 20 days later, the phone has finally been delivered — and I only know that because I tracked it myself online. The store never called to notify me that it had arrived. This has been one of the worst customer service experiences I’ve ever had — disorganized communication, broken promises, and no real effort to make it right. Even though I live just 8 minutes from the Lake Wales location, I will now only deal with Verizon online or through a different store entirely. I truly cannot recommend this location.

Angel and Javier helped me to upgrade my devices and service, including my daughter's phone, my phone, watch and a tablet. They went above and beyond to make sure the transitions to the new devices were seamless and complete. Thanks guys!!