If I could give this a 6 star review I would. I work in customer service and Mark (mgr) and staff are the epitome of customer service. From the happy greetings of customers to the responding to the disgruntled customers I witnessed in the store. Employees responded very respectfully and professionally. All three were wearing business attire of suits and button down long sleeve shirts. To me, that shows this store means business and is professional from the first glance to the last step out of the store. I can appreciate the patience shown from all the employees in this store as I observed their interactions with other customers. I had an issue outside of state and called this location to which I was extremely happy with the over and beyond my expectations of service. This has been my second time attempting to switch to Verizon, and with the two experiences I had I was not impressed or happy with until I came into this location. I was even thinking before coming in I may just keep my old carrier if this doesn't go well. To my surprise it was a complete 180 from the last experience. Mark knew who I was without even me saying hello back to the first employee who greeted me and stated, "Good morning Mr. Kirby" as we had only spoken over a call/texts and planned to meet first thing this morning. He took care of my situation and got me the devices I originally wanted when I was out of state which I was told to just buy what they had and go to another store to exchange for what I wanted. He held them for my return due to a winter storm which cancelled my flights. We had a great conversation and he helped me through all of the hiccups and issues and now I am satisfied with the product in hand. This interaction completely changed my view of Verizon as a phone company and now I realize I just got unlucky before with other locations. For all my verizon products in the future or upgrades of devices, I will be coming back to this location specifically. Kudos to the two other employees in store also. They were professional and responded with respect to customers and I would recommend anyone and everyone to visit this location for all your Verizon needs. Mark and team, I can't say enough good things about you. Keep up the excellent customer service! read more

If I could give negative stars it would be -5. Sunday, just after 12pm, the doors are closed. I walk in and out of the 4 "men" there pretending to work, not one of them even noticed I had walked in. No one was there at the door to greet customers, everyone was just sitting on their a$$es watching videos on their phones. The meak "man" at the back counter directed me over to him. I told him I was there to return my routers. He told me to take them out of the boxes, because I suppose doing Any amount of manual labor would have been too difficult for this boy. He was rude and standoffish the whole time. Then told me I HAD to take the boxes back with me, to which I refused because, that's not my job, it's his. Overall, I didn't expect much from a store at Dulles Mall. Forget about customer service (or lack there of) the employees here have zero common courtesy read more

Went in to buy a new watch and upgrade to an iPhone 16 plus in pink. The sales representative ordered the wrong color and never called me when the phone arrived. They did not apologize for their mistake then tried saying it would come in the same day. On top of it the man added a service to my line even after I told his I was not interested in the additional service. I do not recommend anyone going to this location. They have no integrity nor compassion for another human's valuable time. Their only concern is adding money into their own pocket. read more

The manager here is the worst I have ever come across. He was rude, disrespectful and INCOMPETENT. He didn't even know how to do his job! I wanted to get a simple task done: pay my bill. When he couldn't get the kiosk to work he basically disappeared without saying a word. I waited 40 minutes with our any service! Don't ever go here. read more

My elderly and sometimes difficult mother needed to upgrade her phone after many years. This daunting task was made far more complicated by the fact that she could not get a new phone with her "one bill" fios and wireless bundle, she needed to be unenrolled. Thank god the Saint of Verizon named Steve came to our rescue. He tirelessly and politely waited through seven different Verizon employees and stayed on hold for over two hours to try and help us get where we needed to be with the service change. He was so friendly and engaged us with great conversation while on hold and dealing with incompetent service people. Steve saved the day and got mom a new plan and new phone! We are so grateful for Steve !!! Can't wait for the next iPhone to be released read more

Had a great experience my last visit to this store. My family was due for an upgrade and Ken hooked us up. He was super helpful and took his time to make sure we got the best plan for us. He made the process painless and even setup our new phones while we went shopping for a bit. Screen protectors, cases and all! Overall awesome! Highly recommend seeing him at this store. read more

I was greeted warmly and the rep listened to what I wanted. He then very efficiently transferred all my data from my old phone to my new phone. He was very clear about the charges and did not pressure me to buy anything. I have had a cell phone for twenty years and this is the first time I have upgraded and did NOT experience buyers remorse. read more

All - be very leery of getting a new phone at this store. I was completely ripped off when I turned in my I-phone 6 for the promo of a refund of $500+ and $9 per month for 2 years. I received my new Verizon bill and the fraud that occurred is unbelievable. Not only did they not give me the $500+ refund as verbally told, but they were charging me $33 a month for my new phone. Thankfully, the Verizon Rep straightened it all out for me. But, never would I expect to be verbally told something and then fraud occur right in front of me, with a smile on his face, no wonder! I am so angry!!! Go to the Verizon store, not an indirect store because this is what you will get if you don't. TERRIBLE!!!!! read more

My husband and I stopped in to talk about upgrading our phones. Upon walking in, we were not acknowledged. This caused us confusion because we are use to someone greeting us and checking us in on a device. We waited by the door and noticed several employees behind the counter gathered around a device talking. There was one employee working with another guest so we assumed we should wait by the door. After several minutes of not being acknowledged we assumed the procedure had changed so we began looking around. After looking around for several minutes we never did receive any help so we left. We have been with Verizon for over 20 years. However, between the high rates and now poor service we are looking for a new provider. read more

Hours are incorrect on google/yelp/store website. Lady working said they close at 6, every where else says 7.

I have had great service here before but yesterday around noon was terrible. The business rep refused to give me a manager or someone who could help, was extremely rude and had no intention to serve me whatsover. The other person in the store also refused to give me a managers name. Very condescending and as a verizon customer for 20+ years I am shocked this service is representative of verizon and if so this centre does not need to be an authorized version dealer. The quality is the worst ever and the verzon service itself is fast becoming very bad after other services in this area. read more

Kenneth helped me with a new phone, transferred my data and was extremely knowledgeable and professional. I would highly recommend speaking with him for assistance. Very pleasant experience and happy with my new phone! read more

Super friendly and knowledgeable salesman. Process took about how long I expected. We were able to get help immediately and got our new phone with little effort. read more

Kevin T. at the Verizon Dulles Town Center, Sterling, Va. did an excellent job helping with the upgrading of a phone for my son. He understood everything we needed and resolved all our issues. Would highly recommend Kevin T. for all your Verizon Wireless cell phone needs. Valerie C read more

Just want to update on my previous review it has now been 4 months and the device credit of $400 for an iphone 7 trade in has never been credited to my account. They apparently stole my old phone and all of the data on it. read more

I came in to pick up my new phone and transfer all my old info and apps to the new phone which took an hour to complete but the associate David was very helpful and helped me after the fact when I inadvertently screwed something up with my phone read more

I'd like to start off by saying I don't write reviews very often, but felt so disgusted with this store that I felt I had to share. My girlfriend and I walked into the store to buy a new phone because she has lost hers and needed a new one immediately for her job. When the salesman came up to us he seem willing to help. We asked him for his opinion on a couple of things which he happily made a sales pitch on. We didn't mind at first since that is his job. Once we decided on a phone and how to pay, the salesman started trying to sell us a tablet. My girlfriend tried to tell him she already had one and didn't want to buy another, but he wouldn't listen and kept trying to get us to look at it. I told him very sharply we just want the phone and to leave the store. He then tried to sell us on a 100 dollar case. It took several more times telling him we just wanted the phone before he gave up. He ran over to his manager and started whispering in his ear and pointing at us. We walked up to the counter, and were instantly get tag teamed by both the salesman and the manager about buying a case. We went through the process again of telling both of them that we just wanted the phone. The manager, with a scowl on his face, aggressively told us to buy online in the future and not to come into the store. My girlfriend blew up when she heard that and stormed out of the store. I tried to understand why the manager was giving us such a hard time about trying to replace a lost phone but never got an answer. The way the manager was talking to us felt aggressive, artificial, and just down right insulting. My girlfriend and I are going to T Mobile to switch carriers. I don't want to give my money to a company who hires managers like the one we experienced. read more

if i could give ten stars, i would. i decided to brave the lines this afternoon at vzw and stopped by to grab a case for my new iphone. upon my arrival, i noticed there was a decent line (about 10-12 people) waiting to get in. the store manager was standing at the front, checking people in and getting a brief description of our needs. because i was just getting a case, i got to stand in a much shorter line, but was relieved to see there was an organized method to the madness. i waited about ten minutes when a gentleman ushered me into the store and over to the cases. although a somewhat limited selection, they had a reasonably priced case ($19.99) so i picked one up. i perused over the selection of headphones while i was there and was instantly helped by another employee. the reps were very knowledgable about all of their products and let me plug in my own phone to sample them out. needless to say, i ended up buying the headphones, but left the store feeling confident in my purchase (not upsold by the sales floor). prior to leaving, i also grabbed a screen protector for my phone. kevin, one of the sales specialists, rang me up and then offered to have it applied for me. it was so refreshing to see employees actually enjoying their job, especially with the launch of a new product. from sales reps to store manager, every person i encountered was so pleasant and professional that i had to write a review. i hope this staff remains on board for a while so other people can share in the ultimate customer service experience! read more

Very convenient location. It is located near Nordstrom in the mall. I have been here 2x for separate reasons. Both times the staff have been very helpful and prompt. I has enjoyed using this location and will probably keep returning for any future help. read more

Bought a Google Pixel phone and after 12 hours it was defective. They wouldn't offer me any help aside from giving me a Google phone number. Google does not offer support for Verizon phones. The manager told me he couldn't help me then walked away. "Gold star store"? That must be a joke. Worst customer service i've encountered in my life. I'll be switching to AT&T due to this experience. read more

The Salesman Arya was absolutely amazing!!! There was a small wait, but lets be honest, if there was not a wait, I would have been a little worried! The staff was excellent and kept reassuring us that we would be taken care of soon! I really appreciated that! The manager was very helpful and had us work with Arya! Both the manager (please forgive me that I do not have his name), and Arya were amazing!!! We went into the store to decide if we wanted to switch from ATT to Verizon. The customer service was impeccable!!!! Of course, we switched! There was no pressure at all- we bought two new Iphone 6 Plus, cases, chargers for our car, and even a Mophie!!! We felt very well taken care of! I would highly suggest asking for Arya!!! He is a huge asset to Verizon!!! Thank you Verizon for hiring people like Arya!!!! read more

There are never enough people working in this store. I went in to get a new phone after 30 minutes I left frustrated and with out a new phone. Hire more staff this store sucks. read more

Corporate Verizon leadership take note: It's people like Son and Claudia (hope I got her name right) who make me stay with Verizon. About three weeks ago on a Friday night, I took a newly arrived LG G3 (covered within manufacturer's warranty) to this store to get help transferring my contacts and data from old/broken phone to new phone, It was a Friday night around 8:30pm or 9pm and the mall was about to close, but Verizon stayed open a bit later. As soon as I walked in, Son was delightful and attentive. He apologized profusely for the expected wait time (It was only 15 min!). Then Claudia came to assist me and she quickly and efficiently and with a PLEASANT attitude (she's high energy in a good way!) transferred all my data (contacts/numbers, photos, videos) from broken LG G3 to the new one. THEN she even looked at my family plan, discovered a phone that wasn't upgraded yet, and saved me another $25 a month. On a Friday night as the store was closing, these two were as fresh as staff on a Saturday morning at opening! *THESE* are the people who sustain my loyalty. Not Verizon marketers who are tracking open/click rates on ads and salespeople pushing hard to sell more stuff to consumers who don't need it. Listen to my needs and solve my problems fast. *I LOVE Son and Claudia!!!* I am a busy working mom and when I left, they made me feel so cared for as a customer, I literally teared up a bit, because it's honestly difficult to get service like that these days. I didn't expect them to provide service AND be so energized and cheerful about doing so especially when what I needed was service that wasn't going to bring them additional revenue. Verizon take note: it's employees like these who retain your customers. Not pushy sales people who may show periodic spikes in sales lift, but no sustained revenue. When we need to upgrade new phones, I'm going to tell people to ONLY to go find these two staff members at Dulles Town Center Verizon. read more

Nice store and staff. I needed tech support/troubleshooting on my iphone and made an appt online. I arrived and although crowded the place was well managed and I only waited maybe 10min. My tech guy Austin was great. Friendly, polite, knowledgable and explained things as needed. He fiixed my issues and I was out of the store in about 20 minutes. The store really good. Nice people, friendly and profecient, much better thean the other DullesVerizon location which is not so swell. Recommend this store. It was nice doing business here. Very good experience. read more

Awesome customer service!! Very helpful and patient associates. Management is great and will listen to concerns! I hope they run the Dulles 28 store out of business! read more

We were assigned to Arya to help us and he is very nice and helpful. We are switching providers and needed to port the number from another provider. There was a queue, about 5 other customers after us (the shop was understaff that day) yet he was very patient. We took a long time with making phone calls back and forth. He made sure everything is alright and not rush us to get to the other customers. Before we left, he said he will call to check and indeed the next day got a call from Arya asking how everything goes and if the line is working good. I never got such attentive and great customer service from any company before. He is truly an asset to Verizon. I will definitely return to this branch if I needed any help. read more

I have been loyally coming to this location for almost a year now ever since I switched my service from tmobile. The day I switched i had a very knowledgable and pleasant young lady help me and because of her patience and sincerity this became the only store (or sales person) I would come visit. UNFORTUNATELY.. this is not the case for this location anymore. Over the last month they completely changed the staff and it seems like anyone who was knowledgable disappeared. wait times are forever! and once you are helped you might as well have done it yourself or on the phone. If you are not buying anything DO NOT come here. the new staff is very pushy and make you feel bad for asking questions. There is a female who now works there (she is older looking and has crunchy curly hair) i think she is the manager, she is extremely rude and snobby. I personally witnessed her telling an employee that they needed to fill out a negative behavior document for not selling enough items with a phone. I was appalled and it made me view Verizon in a hole new light! GREEDY. One person can really change the way the public views an entire company. Im not sure what happened to the little girl who used to help me but I surely will not be visiting this location anymore. read more