"WARNING - GoWirelss is not a Verizon store!!! Verizon WILL NOT support you with GoWireless transaction issues! Been trying to get my $800 trade-in credit for over 6-months! Still not resolved! I've had to go to the BBB, file a complaint and ask them for assistance.

GoWireless and Verizon have the "basics" of poor customer service down to a "T".
• Multiple touchpoints required for simple issue resolution (if any)
• Providing wrong or inaccurate information
• Unreasonable payments and/or unexplained surcharges
• Overuse of automated scripts & ROBO responses to customers (wait for it…)
• Merry-go-round responses – no one owns the issue or authority to resolve

Go Wireless' processes and support is atrocious, and the resolution processes are a down-right abusive merry-go-round, the worst I have ever encountered - I am 61. GW does not empower employees to support you in a timely or equitable manner.
The people are nice - other than misleading on level of service, fees, losing my turned in phone, no promotion honored, then incorrect promotion given (after my complaints), poor cell service, poor customer service elsewhere, not following up, chat support worthless, corporate support simply sent issue back to the store, never a firm answer for issue resolution, etc... - too many to list. And no support from VERIZON – not their problem.

YOU have been WARNED - previously 20 years with T-Mobile - not a single issue!!!!

Other reviews I’ve read confirm show a consistent pattern of poor customer support and other abusive behaviors.
"

"Basically they ripped off my relative, went to try to resolve with an open mind. The salesman refused to help, the Manager lied to me with relative there, both of them laughed in my face. Called corporate weeks ago, everyone we spoke with could only, take a message & relay to the mystery employee who would call back in a day or two, no one EVER CALLED TEXT or EMAILED us.. Have contacted both consumer advocate & attorney, TRIED IN Earnest with good faith to resolve - basically to get my family back the money that the store stole from us. have paperwork to prove all but company is not interested and does not care at any level. I would rather do anything than peruse this legally and have given them so many chances it is shameful. "

"GoWireless Verizon store conducted blatant deceit for Christmas purchase of 2 new phones!
Local GoWireless store said we would have 14 days to exchange either or both phones if we did not like either of 2 purchased on Dec 24: iPhone 7+ 128Gb or Samsung Galaxy Edge (trading our iPhone 5s devices for less than appraised values vs Verizon online or corporate stores). I selected the Samsung because I prefer to have the removable micro-SD memory card, rather than be stuck with static over-priced iPhone RAM, so I opted for the new Edge.

After trying Android versions of the same apps as Apple's on the Samsung Edge for 2 days, the Android Apps I most use were substantially worse (lacked features, too many Ads) vs Apple's iTunes Apps, plus the expensive protective glass protectors and case would not fit correctly.

So I decided to exchange the Samsung Edge for a new iPhone 7, at the same monthly sale price, for a $35 re-stocking fee. When I went to the same GoWireless store this Monday morning on Dec 26 (less than 2 days after we purchased 2 new phones from this store), the manager refused to honor their 14 replacement policy at same Verizon Holiday Deal price as promised, which he confirmed before we actually bought the phones. The GoWireless manager would only sell me an iPhone at full retail cost of about $1000 instead.

I even traded in our phones, at lower appraised costs than corporate Verizon stores offer, and he would not return it to me - even though it was still physically in the store! Now I have NO cell phone, and GoWireless couldn't care less.

I will NEVER do business with this unscrupulous company, whose store manager approved our sale and the 14-day replacement terms, but then refused to honor them or to even help obtain an exception (which shouldn't have been necessary) to sell us a replacement phone for the same Verizon Holiday Deal price, which they unequivocally stated and the manager confirmed before we paid for the phones.

Stay clear of this horrible company, or you will be victimized even under their best conditions."

"I have long had a bad impression of Verizon because of poor customer service but recently I was attracted to Verizon again because the deal seemed more attractive. I purchased a Samsung Galaxy S5 and was told by the manager Gary that I could return it within 30 days for a $35 restocking fee.

When I got my first bill I logged in to Verizon website and realized I was overcharged for the phone by $100, about $5/month. Go wireless isn't owned by Verizon and as such charged me more than I would've paid at a Verizon owned store. When I noticed the discrepancy I went to the store to try and get a credit or return the phone and repurchase elsewhere.

Upon visiting the store I worked with Dennis the assistant manager. I was informed that the return policy is 14 days and I was on my 15th day. I was also informed that the store manager who told me the return policy is 30 days was fired the day before and they wouldn't honor his agreement.

Dennis wasn't willing to credit me any money by charging me too much for the phone. His RM was in the store and wasn't willing to credit me either. Instead of accepting that I was aware of the lower price charged by Verizon and agreeing to make me happy, he and his regional manager worked to pass the buck onto Verizon.

They called a retention line and asked to increase a bonus offer I received for porting my number in, but retention was unwilling to help. After dealing with the special retention line, the buck got passed to customer service. Again, Dennis tried to sweet talk customer service into giving me a $200 credit being offered now... it was a $100 credit when I bought, for porting my line. This was in addition to the fact that I was overcharged $100 for the phone.

I'm rational and all about fair, I was willing to accept $100 any way he could do it, even though I should've been awarded $200 and the ability to take advantage of the 30 day return policy offered by GoWireless when I purchased. I later learned they could've returned it on the 15th day if they had just asked Verizon for approval. But Go Wireless didn't care about saving my business, they would rather have the $100 in their drawer than my repeat business.

As Dennis tried to sweet talk customer service we both realized the representative wasn't understanding the situation, the rep was obviously very unintelligent and also uninformed of the new $200 offer. Dennis asked for a floor supervisor. At that point I got handed the phone to speak to a customer service supervisor. I spent about 5 minutes explaining my situation including the fact that I was going to add a line, and convert my home cable to Verizon, but my decision hinged on how this was handled. If I didn't get a fair resolution, I instead would leave Verizon, pay the full cost of my phone and move on. After explaining the whole story the floor supervisor said "give me one moment and I'll look at your account for you."

What happened next was crazy... 5 seconds later someone from tech support picked up the phone and asked how they could help me. I asked for him to put me back on with the floor sup, and he insisted he could handle my issues. So I spent 5 minutes explaining my story again to learn that he is unable to do anything. Dennis then tried to talk some sense into him, but realized the tech support rep didn't have the power to fix my situation and the floor supervisor did, of which I no longer would be transferred back to.

The regional manager agreed to look into this with their bosses at GoWireless corporate and maybe VZW. Go Wireless corporate was unwilling to credit me back $100. I even offered to port my sons number over in order to have an extra $100 applied in his deal somewhere... I was willing to do this even though I wasn't really ready to move my son from t-mobile yet. I was willing to work with them, to give them more business in order to help them justify the decision to credit what I was entitled to.

Through all of this, his bosses would not allow me to have the $100. I have owned a cell phone store, I used to be a regional manager for a Cingular Wireless agent. I can assure you that what his bosses did is not only greedy, but downright stupid. It makes no business sense. There is still plenty of profit in the deal they got with me, and if I leave Verizon before the 30 days is up, they get nothing.

Go Wireless is owned/run by a bunch of greedy and unfair jerks. It's not even fair to call them businessmen. They are more like bottom feeding sharks. I will never do business with them again and hope that you don't do business with them either. I also will not work with Verizon Wireless again, but if you must... go to a corporate owned store so you get the proper pricing.
"

"I purchased a Jetpack from Go Wireless with a six month service agreement. I returned it prior to completion of the contract (151 days). I was aware that I was returning it early and anticipated that it could be a problem and I may have to pay a penalty. The GoWireless employees on the store and over the phone clearly stated that they did not want the Jet Pack back. As I do not like dealing with electronic waste, I asked if they would just take it. They stated that they would not take because they had no way to deal with it. So I took it back to the office and it sat there for several months until there was a local electronic waste recycling event that I could take it to.

Two months later I received a letter from Go Wirelss saying that I did not return the device and I now had to pay for it. Of course, I had recycled the device just days earlier. I told them all of the details of what happened. They essentially said it was my word vs. their word, tough luck. I was incensed. I could not legally physically force their employees to take the device.I then told them that my company, for which I had purchased the device, would not pay for it without an invoice. They have refused to provide an invoice and have sent this to collections. Gowirelss.com indicated that my contract is the invoice. It is funny how they expect me to be fully versed on a contract that I signed 7 months earlier, but don not expect their employees to know the terms of that contract.

Go Wireless has now put me in collections and I am still waiting for an invoice so that I can pay the bill. While I am furious at the treatment, and do not believe I owe them the $200 because of their refusal to take the device, I would just like to get it over with and behind me. GoWireless will not even let me do that."