Virgin Plus

Visited here to day with my sister. She had to get a new phone but the gentleman at store exused after she refused the the extra protection saying she didn't need it. He recommended she go shopping else where and compare prices, check out Bell your sister company.She was not please and I don't blame her.After comparing prices and not finding any good offers. (She shouldn't have had to anyhow.) She enter the store, with me in toe and the gentleman she was with before was still at front cash.He did not look please that she came back nonetheless, someone else. She proceed to explain why should she have to get a protection plan when she didn't want it.During the entire exchange he was void of expression and very flat voiced. Definitely not happy to see us again. It is understandable that your company my be commision based but it is not a good impression to refuse a customer when they they are having obvious trouble with their phone.In the end she got a new phone and didn't get the protection plan. But she shouldn't have been refused at first visit.Please go over your customer service guidelines with your crew. I get its a tough time for all of us, which is why it most important to treat others with the respect and dignity you wish to recieve.Thank you for helping her today, we are long time customers and want to keep a good relationship with the company.So, I encourage that (I reiterate) please go over your customer service guidelines and ediquette.Thank you for your time today.

Staff finessed me into buying a tablet when I upgraded my phone. They claimed it had a value which was significantly higher than it actually was. By the time I discovered this, I was already locked into a contract.When I voiced my concern with customer service, they essentially said “too bad, so sad” there’s nothing I can do. She raised her voice at me and refused to do anything to help. Whole thing cost me hundreds of dollars :/

The store was empty except for 1 customer and they had 2 staff. I stood behind the customer and waited for a while and neither of the staff even looked in my direction or gave any reassurance that they would get to me. Both of them were engrossed in listening to the customer share tangents about her electronics, she wasn't even making a purchase and they weren't helping her look anything up on their system. Terrible customer service.

Today I went in to get a new phone as I had broken my old one, Michael was awesome and made sure to help me out with a better plan and quickly setting me up with a new phone! Above and beyond customer service today

I went in this morning a little after 10am for a phone upgrade scheduled for pick up. I ended up spending an hour there on the phone with customer care sorting out the pick up before walking out.Besides that the instore experience was horrible. The attendant on duty was less than knowledgeable and unattentive to the customers needs. There were 3 other customers that walked in during my time there. 1 she helped in a demeaning manner, the other she kept trying to push a plan on that he did not want, the third waited for service while she was chit chatting with a coworker and walked out. For myself, I decided to upgrade the phone in store instead but changed my mind after she kept trying to push a protection plan onto my phone upgrade. I walked out too. I was already irritated waiting an hour for customer care to fix my upgrade issue over the phone.

Was in store yesterday with my sister and saw them pick up a ringing phone behind their main desk several times and hang up without saying anything to the caller. Fast forward to today and they’re doing the same to her as she’s trying to get through to speak to someone. Just seems like bad customer service here in my opinion…

We had a wonderful experience with Jacky, who was able to help my elder mom switch phones. He was knowledgeable, flexible, and got the switch completed in spite of some challenges (which were outside his control). Jacky showed great problem solving and was extremely courteous. We are so grateful for the support.

A very helpful staff member here assisted me with a minor issue I was having.

I'm surprised the rating is as low as it is. I've been in there 4 or so times in the last 6 months and found the staff great. I went in on Black Friday to upgrade my phone but Virgin's system was down. It was my only day off that week so I waited. Took a few hours (not the staff's fault at all) but in that time the everyone working chatted and joked around with me. They've always been upfront and down to earth, especially Alex, who I seem to wind up dealing with the most. I rarely make reviews, but as a 10+ year vet of the customer service industry, I felt credit was due.Don't blame the staff for something you don't like about the company.

The lady that helped me (Lorlin) in store was great (5/5) but when I got home I realized I needed to call them and ask a question. When calling they would pick up and immediately hang up (while in the store I also saw them doing this to someone that was calling). Really annoying! Allow the caller to leave a voice message or put them on hold rather than hanging up.