Verizon not only charges three times more for lousy phones, but their customer service is HORRIBLE…read more I called to ask for help on something very simple. The agent INSISTED that my husband allow me to talk to him. What kind of bull is that?

Mary # 1186571 What an amazing agent to have at Verizon…read morecustomer service. Was delightful, cheerful and very attentive. Had my issues settled in just a few minutes. Please someone give Mary a raise or promotion. We need more like her. 10 Stars if that was possible.

Braxton is the BEST!!! I had multiple issues downloading to…read moremy new phone . He was courteous, knowledgeable and professional . He knew exactly what to do . Thank you Braxton for your our GREAT Customer Service. .

Terrible customer service. They use the ole bait and switch sales technique. All their ads and…read morecustomer service say one thing but when you sign up for the plan it is completely different.

Kwadjo was very helpful and very personable! He really knew what he was doing and helped me to get…read moremy son a new phone and answered all of my questions!

Incompetent fraudsters. Accessory purchased 7/23. No receipt provided because they have gone…read morepaperless. discovered it was not the proper accessory. I've been trying to call for several days to find out what the return process was. I went out there today and was told that all returns were being done online. I was given a link. In going to that link I was taken to a chat program. After 45 minutes I was told that I needed to return it to the place I had just left. I went back and was told, for the first time, not when I purchased the product, not when I was on the chat, not when I was there the first time, earlier that day, but just now, that they have a 14-day return policy and that since this was day 16 they would not processing a return. Now mind you, I understand there is a pandemic. But that pandemic has not one time prevented them from billing me every penny and on the day it was owed. So it seems like the pandemic gate only swings one way. Terrible service. Makes Comcast look like five-star hotel service by comparison.

While the representatives at this store were helpful and saw to it that my issue was eventually…read moreresolved, the experience as a whole was beyond frustrating. I was overcharged since signing up with Verizon in July of 2025 because a promo I was promised was not "attaching" properly to my account. In total, I spent over 8 hours of my time either on the phone with customer service or in-person to get this resolved, speaking with multiple agents. Each time I spoke with someone different through the corporate line, they assured me it would be corrected and reflect in 2-3 months. It was not until I went into the local store and had a rep assist me on the phone with customer service until it eventually got resolved. 11 months and 8 hours of my personal time!!! I reached back out to verizon to see what they may be able to do for me to accommodate the hassle- and they said they could not issue a promo or any sort of compensation. Once our contract is up- we are leaving Verizon. Ridiculous experience. Again, I applaud the local store for helping come to resolution- but the company as a whole has a lot of work to do to treat their customers right.

I needed to get help for my aging mom and Sarah and Mike at this Verizon store were IMMENSELY…read morehelpful on 6/28/2025. She needed a new phone, and a new number, AND I needed to be able to monitor her activity. These two spent over 3 1/2 HOURS with us making sure we got the best deal, and most hassle-free options. This was not an easy decision to have to make for my mom and me and they helped her maintain her dignity, answered all of our questions with the most patience, and were friendly and compassionate the entire time. Again: Sarah and Mike. HUGE thanks to you both!

I recommend their service, not so much their prices. They are overpriced compared to AT & T and…read moreT-Mobile. The real reason I stay with them is because they work almost everywhere I go unlike some of the competitors. I just can't force myself to sacrifice service and call quality for lower prices.

I had accidentally purchased a Verizon phone on bestbuy.com. I came in to get it activated, and…read morethey actually activated it for the minimum amount of money (a $35 one time paygo plan) with no upselling, lying or hard selling. The service rep, Sarah, activated and set up the phone as part of the process. I have had such terrible experiences with multiple other carriers that I was thrilled that the rep at this store actually helped me out without trying to scam me. If we ever decide to switch carriers, we will definitely look at Verizon first.

As someone who isn't the greatest at resolving tech issues, I went to Team Wireless in Champaign…read morefor help. Bryce wiped out all the data from my old Apple Watch and linked my new watch to my iPhone. This may not be a big deal to a techie, but to me it was a big deal. Bryce is helpful, knowledgable and very accommodating. Thank you, Bryce!

This was by far the WORST experience of my life when trying to buy an iPhone 12! The…read morerepresentative, Annie, and her colleague Miranda, completely messed my order up. They activated a new plan before activating the new phone. The technical support team could not be reached on that Saturday to fix the problem, so I was without my original phone number all weekend. Having had this phone number since 1998 AND being stuck in the store for 2 hours, I was very frustrated. They activated another phone number, so I had one for the weekend. On Monday, they called and asked me to activate the PIN code, so I could have my old number attached to my old phone. When trying to activate my old number, however, they ran into more difficulties and my phone was dinged as having fraudulent activity connected to it. Rather than taking care of this issue at the store, I had to talk to Verizon for a solid hour to resolve the problem. I would NEVER advise ANYONE to EVER buy something from this store. I'll stick to the corporate Verizon store or go through the online process to upgrade again. Be wary of going to this establishment.

They are typically a much lower wait time than the Corporate store and have been able to help me…read moremost of time. If you need something quick they are typically a great option.

My experience wasn't at all great in this store. They are not a corporate store folks! If you…read moreneed something other than basic help, any service on hardware, or competent help head just down the road.

Phone less than year old, no screensaver in inventory. What a joke, associate thought my phone was…read moretoo old for them to have screensaver.

Always the best! Verizon in Mattoon really cares about each guest and does everything to lower the…read morebill and get everyone what they need

This place is deceitful. Upgraded my phone and they charged a $35 fee which you are made to think…read moreis the Verizon upgrade fee...it is not. They did not explain that they charge their own fee for setting up the phone. Shady!!! They also said they couldn't redeem my Verizon Up rewards but all I had to do is go on the app to redeem...not true. Had to call Verizon and was told it must be redeemed at point of sale. Luckily Verizon took care of me and credited my account. Beware...this place is not truthful or upfront about fees. I suggest dealing directly with the Verizon store by the mall or through Verizon online directly. They Should be ashamed of themselves!

Do not buy anything from this place. Spent over $2000 there for 3 new iPhones. One of the iPhones…read moredidn't work. It was defective. Less than 24 hours later we went back into Russell. They said there was nothing they could do. Said it wasn't their problem. We said you mean you can sell a defective product costing $700 and you can't do anything?? They said nope. They didn't know how to replace a phone. So go someone else that will stand behind what they sell. They also told us to leave their store!! So now we are stuck with a $700 phone that doesn't to a damn thing!! Dylan and Jonathan were both employees who didn't give a crap that they basically took us for a ride!! I don't even want to give them one star but I was forced to. Only way Yelp would publish!!