I was in the store for more than 30 minutes and no one was attending. And later on one lady specialize came show her attitude. The guy who was registered at the entrance don't understand anything. I believe he was new. But ultimately not getting good response at this location. Try to avoid this location. read more

Cellular & More - Verizon kentwood location near woodland mall is very poor - Mobile Phones Near Me - Grand Rapids, Michigan

Customer service has gone. My wife purchased a I-phone 12 pro plus for my daughter and left with instructions on how to transfer to it from the old phone. Apparently when you purchase a new phone they no longer transfer to your new phone and ensure you have a working phone. Twenty four hours later still having problems and the phone functions but only a small portion of apps and data transferred. If brick and mortar stores want to survive along with the jobs they provide they must offer a competitive advantage to e-com. Verizon fails. I'll be ordering online or going to Apple next time. read more

Giving it 2 stars due to an extremely rude customer service rep in the store named Caleb. This guy was all-around extremely arrogant and condescending the entire time I was in there, in which it got so bad I had to come back the next day when he wasn't working. While there he was bragging about how he worked throughout the entire pandemic (cool dude, I was just trying to make small-talk while we're waiting for your computer to load. Why are you telling me this like you are looking down upon other people that weren't?). Anyway, I wasn't authorized initially on the family plan to buy a freaking phone, and he got all stern about it when trying to guess the passcode. "STRIKE 1" he'd say and give me a dirty look that I got it wrong. I gave it another try and immediately, "NOPE. STRIKE 2 - ONE MORE AND YOU'RE LOCKED OUT" and then he'd just tilt his head and wait for what I had to say next like he was in an argument with me. Okay relax Caleb, I'll find out the stupid passcode but no need to have that tone, and that was just one example of his arrogant and condescending tone. I get you have protocol to follow, Caleb, but newsflash; you are NOT the cell-phone god because you work at freaking Verizon Wireless on 28th St. People that walk into the stores are the customers. Treat them with respect. And to the other 4 employees that were just sitting around playing video games watching this all unfold with no other customers in there, maybe try to help a little. read more

Never go to this @VerizonWireless store. They are frauds. They take advantage of older individuals that do not understand what they need. My parents went here to upgrade their phone and got upsold a mifi they did not need. I am the owner of the account. I gave them my Verizon code to upgrade their phone and the the representative upgraded their 3G MiFi to 4G without my approval. They don't even have 4G service at their house. I know this, but my parents do not understand this. I would also not use Verizon as they have been horrible to deal with to resolve this problem. The store was not authorized to do this. And Verizon is not doing the right thing to enable returning the hardware to and cancel this portion of my service. read more

Terrible customer service. Walked in trying to buy and walked out empty handed. I guess people don't need to hustle at their jobs any more!! read more

3 Words... "Rock Star Angie." In an culture of impersonal service, ( 15 Verizon stores in the Greater Grand Rapids area ) I was fortunate enough to watch a true professional in action. She brought my new phone together... transfer of data, glass protector and casing in a way that most people would believe they can do it at home. She is why my family invests in Verizon phones! Simply, follow up has become a forgotten art and Angie supersedes that issue. She creates future business moving forward one relationship at a time. Thanks for a great beginning to 2019! read more

Worst customer service. I will.never go here again. Very slow. The lady who waited on us today was extremely rude to my son.

Angie waited on my daughter and I to activate our phones. She wasn't pushy and was helping others as she helped us all with a smile. She was great and made what I thought would be a painful/pushy experience a very good experience! Thanks Angie! read more

NO CUSTOMER SERVICE AND RUDE This Verizon Wireless store in Grand Rapids Michigan on 28th Street by Cascade Meijer is as worthless as it can be. I have been a Verizon customer for over 15 years. I am in need to upgrade my phone, so for convenience, I drove to the store, and walked in. There were five or six people working there, and there was me and other man sitting on a bench. I was standing in front of one work station, and waited for 5 minutes, and no one said a single word to me. The people there were walking around and talking to each other or on the phone. During that time, the man sitting on the bench who appeared to be mentally challenged, and he said hello to me twice, but none of the people working there said a single word. Until the moment that I cannot stand it, I went to one of the workers and asked if there is anyone I can talk to. He immediately asked me, "Did you make any reservation?" I said, "No, but this is retail store, I cannot just walk in?" He did not answer my question, but insisted, "Madam, can I make a reservation for you, first." I cannot believe he would not want to talk to me unless I have a reservation. I refuse such treatment, and decide not give my business to them and walked out. I don't think customers should be treated this way. I recommend you reed reviews about this location. It is the one located on 28th street in front of Cascade Meijer. Don't waste your time with these people, they don't deserve your business. read more

100% positive experience! Went in to get a new wireless hotspot - it turns out I was eligible for an upgrade. My parents' Internet access was out, so the hotspot totally saved the day. Andrew, whom I talk to when I first called, gave me all sorts of helpful advice over the phone on how to use my dad's phone as a wireless hotspot. Long story short: it worked, but we needed more than that. And since I was due for the upgrade, I just took care of everything at once. Can't say enough good things about Justin, whom I talked to when I called back and whom I made an appointment with almost immediately. He explained everything in layman's terms and completely set the whole thing up - even showed me how to change my password to something easy to remember. No Verizon guy has ever done that for me. And, Justin was great fun to talk to while we got everything set up. Very real and down to earth, friendly yet professional. Result: I took the new device to my parents and within a couple of minutes, all of us had access, once again. Yay! Oh, and Justin even filled out the paperwork for me for the $50 rebate. Just doesn't get any better than that. Parking is easy and the location easy to get to. Love you guys! read more

I can't speak to the negative experiences of the previous reviewers, but I must say that our experiences at this store have been nothing but positive. When my two year old Razr HD started experiencing battery problems, Cody called the corporate HQ and got me a brand new one at no additional cost to me. Then we experienced problems from FedEx on delivery of our new IPhone 6 s, and Cody spent a great deal of time ironing out the problem and making it right for me. All the employees at Cellular and more are very courteous, patient, and attentive to our needs. We will be continuing our phone service through them for the foreseeable future. read more

Worst Customer Service ever. I walked in to get help with an Apple Watch 3 and the agent asked me where I bought it and when I said Apple he told me to go to the Apple store, never asked me my name number or looked at the device. I just bought my iPhone 7 from there and I signed up to pay 120$ a year for the life of this each but he rudely tells me to go to Apple!!!!! Worst worst worst service they have no interest In helping you just selling you something new read more

Worked with Jaimee, she was fantastic. We were running late for a family dinner just before Christmas. She told me to go ahead to dinner and she would have everything ready when we returned at 7:45pm just before closing. When I arrive back at the store everything was in perfect order and she even bought glass screen protectors for my wife's phone and installed them at her own expense. There was a note that said she had taken care of the cost of the screen protector followed by Merry Christmas! Who does that? Sales people that actually care about their customers! Thanks Jaimee, we'll be back using your services next time we need anything cellular. read more

This place sucks. I have wasted so much time (4 hours in a two day span) and money at this location for shitty results because the staff is incapable. They did not get the data from my old phone to my new phone and did not fix my new phone to get text messages. In addition, they were not transparent on what everything costs and I was horrified at the costs. Avoid this place read more

I would NOT recommend this Verizon Wireless Store #363767 in Cascade. My mother went into the store to ask why her iphone would not turn on. Without attempting to reset the phone, Justin told my mother it was dead and that she needed a new phone. They only had one iphone in the entire store, not the phone she wanted but she was told she needed a new phone. She made a purchase of $169. When she returned home from Verizon Wireless Store #363767 in Cascade, she told me the story. I took her 'old' iphone and reset it for her. It was indeed NOT dead. Frustrated, she got back in the car and immediately returned to the store to return the new iphone that she did not need. They charged her a $35 restocking fee. She was told "the system" would not allow them to return the $35 restocking fee. Dissatisfied with her experience at Verizon Wireless Store #363767 in Cascade she called Verizon Customer Service. She was told they are an indirect Verizon Premium Wholesale Retailer and my mother should have been told they are NOT a Verizon Wireless store. This "Premium" Verizon Retail Store has refused to refund the $35 restocking fee. They stand by their decision, as they do not believe they did anything unethical. This store is only interested in the sale. They are NOT in the business of customer service, so if you're looking for a cellular partner that is interested in maintaining your business, this is NOT where you want to do business. read more

I was really happy with the speed of service and the knowledge of the wireless consultant. In the past I have visited other stores and waited a really long time. I love this new location for Verizon. read more

This is the letter I wrote to them.... To whom it may concern: I am writing this note because I am disappointed in the customer service I received from your store on Wednesday and Thursday of last week. I stopped in Wednesday because my phone stopped working. The employee did a couple updates and it still did not work. He was nice enough, but was working on other things while he was working with me. It's not like the store was packed, a bunch of employees were just sitting around. He said I had to call technical service. He also said he was unable to help because I am on a family plan and did not know the 4 digit code- I understand that this is there for protection, but this is definitely a glitch in Verizon's system. So.... I call technical service (after being on hold a ridiculous amount of time) they advise me to do another update she was extremely kind but--- my phone totally dies. I go to the Verizon store on Thursday afternoon, the girl that was working pretty much told me she could do nothing for me (not so nicely) and told me to go to the Apple Store. I asked--"what if I need a new phone I have this $200 insurance plan that you sold me--do you help facilitate that for me?" And she said, "No you send it back yourself," and gave me the number. Moral of the story, why didn't you just tell me to go to the Apple Store first? I was in and out of there in a half-an-hour with a new phone. Or when I bought my phone you should have said.... "Never come here with your iPhone, always go the Apple Store because we can't do anything." When you are a working mom- time is money. As you can imagine, the techs at Apple were amazing, sincere and had the best customer service I have ever experienced... you could learn a few tricks from them. When you walk in they greet you, empathize with you, help you, and are straight with you. At your store you walk into a bunch of dudes staring at their phones--no friendly greeting, no empathy--- nothing. I have had a Verizon phone since I was 19; I have paid Verizon $20,000+, I am good customer, I pay my bill. I must tell you I work at a food pantry; a place where people come to get free food. FREE FOOD-- they are not paying customers like I am to Verizon and we always follow the LEAR acronym when working with customers. In case you aren't familiar it goes something like this: LEAR: Listen, Empathies, Ask, Resolve. Listen - You must show serious and honest concern for the customer seriously, which you will begin to do by listening. By listening actively you also take the first step towards diffusing customer upset or anger. Empathies - Put yourself in the customer's shoes and see the situation from their perspective. Showing genuine concern and understanding is vital for empathy. Understanding is not necessarily the same as agreeing, which can be important where the issue needs investigating before finally resolving. Ask - Ask Questions: ask open questions (what, how, etc.) to diagnose the situation or request, and never attempt to interrupt, or justify your point or argue. The customer is not interested in your point of view - the other person wants you to understand them, not present a defense or a counter-argument. Resolve - Resolve the problem to the customer's satisfaction as quickly as possible. Consider the value of the customer and not the cost of resolving this particular issue. Thank you for taking the time to read my concerns. I hope your store will work on your customer service skills. Sincerely, Erin M. Mann read more