Looks like this place can be a hit or miss. Well it was a hit with me, THREE times! (Once to get a…read morenew phone and twice to switch out the cases bc I had changed my mind). After dropping my phone and needing a new one, I reluctantly dragged myself to the Verizon store. I've been avoiding the stores for a few years now, but I guess things have changed! This place was great! There was a bit of a wait when I first got there but I forgot all about it because the 2 girls who helped me (one was named Celeste I think) were awesome - helpful, friendly, and informative. Poor Celeste even had to stay late to make sure all the info transferred to the new phone and wiped out the old phone. The staff listened to my preferences and gave me helpful advice with the new phone and accessories. Now that the new phone was getting set up, what to do with the old phone? I was told I could pay to get the screen repaired and sell it back...or I was offered a credit for accessories. Done. I got a wireless charger and 2 cases and a screen protector for our phones. Obviously we still owed because all those purchases were more than the credit I was getting off the old phone but I thought it was a great trade off - I get accessories and somebody takes my old phone off my hands! Plus, I never would've thought to get a wireless charger because I'm kinda frugal about electronics, but I'm so happy she suggested it as an accessory because I love it. The case that was recommended was a great case and I really liked it, but I'm such a klutz that I felt the back of the phone didn't have enough grip. I went back the next day to trade the cover for one I saw online from the same brand. I got there when they closed but the guy still let me change out the case and adjusted my receipt. I thought that was cool because even though it wasn't a long transaction, he really didn't have to help me since they were locking up. I ended up not liking this case either because it has a built in screen protector and there was a knick on the screen. I went to the Rockville location to find yet another case that would be perfect for me. (I'll write another review for Rockville). The case recommended by Rockville was good for me because it had grips. But then later that evening I saw somebody with the same brand but a different color and I found my plain black just way too boring (professional, but boring). I know...it's starting to sound like a never ending saga of high maintenance, but I have to use it everyday so it should be exactly what I want. :-) At this point it's now 3 days later and I head back to the Germantown store again and ask if they have the case I got from Rockville in another color like I saw online. (By the way, why do cases come in black or super girly with glitter and pink? Not much in between). I also asked for recommendations. The guy (I think his name was Ethan) was super helpful and really tried his best to find what I needed. I was just about to think I'd have to just deal with the plain black colored case or find another brand when the guy comes waltzing out from the back with another color of the same brand because he went that extra mile to check inventory and really look for the case in the back! I left a very happy customer, again.

The guy with the greasy ponytail kept lying about the company policy for paying off and unlocking…read moremy phone. Basically making it sound like its impossible to leave Verizon without waiting a full year. Mind you, a quick google search is all one needs to prove him wrong... but he'll tell you how they had a "training," its a company training not a degree.

My mom needed a charger for her phone so I thought why not check out a phone provider store for…read morechargers? The chargers were more expensive than what I wanted to pay but the sales associate told me their chargers have a one year warranty with receipt. I kept the box and receipt in my car as I knew there was a high likelihood the charger would break within he year. Lo and behold the charger broke. Within 3 months of use. I go in to exchange the charger and the sales associates told me I couldn't exchange the charger without having an account with them. Not only did the charger only last 3 months it was more than I wanted to pay. Extremely dissatisfied with the customer service at AT&T.

This is not a store issue but a major operational disaster when a person calls the AT&T Customer…read moreService using their 611 number. Their customer service representatives are woefully ill-prepared and unable to help a customer. Here's the situation: I did an upgrade at an AT&T outlet inside the Wal-Mart store in Germantown, MD. The customer service agent signed me up and unbeknown to me created a 3rd line on my account. This is not what I asked for or wanted. It took these guys 4 weeks before and 5 phone calls of a minimum of 42 minutes each call to get this resolved. I was very disappointed in AT&T Wireless' Customer Service.

Being Deaf and in a state where there is a high population of Deaf customers using T-Mobile for…read moreFaceTime and texting... one would think this store or all stores should have at least have one staff member to know sign language fluently especially in an era where everyone were a mask!!! Can't read lips and they don't understand us. The place is clean and nice but would rather see appropriate staffing to be updated to population's needs for ease of communication especially when selling telecommunication equipment !

My husband walked in to add a line on a Monday evening. When we talked inside, there were 2 clerks…read morehelping other customers None of them acknowledged us or welcomed us. After waiting 10 minutes, we asked one clerk how much it would take to be done with the customer. He rolled his eyes and said about 15 minutes. We waited another 5 minutes. We then decided to go and eat next door. After an hour of dinner, the same customers were still inside the store. We then decided to go to another to mobile store and we're greeted and helped appropriately. They even stayed after 8. We appreciated their kindness and thanked them. Will never go to this T-Mobile store again.

The rep, Edward, greeted me as soon as I came into the store and was able to help right away…read more He was friendly and very knowledgeable of the services and discounts available. Edward was able to successfully complete my request without any issues. Highly recommend anyone looking for assistance at this location to work with Ed.

I hardly ever write about negative experiences but this one by far was the worst one of all by a…read moregirl representative named Jamie J- I think that's her name. I went into the store (called ahead of time) to get a new phone but I only had about 20 minutes because I had a meeting. After speaking with the representative for a few minutes, I decided to order the purple phone because they did not have it in 264gb. When I drove away and on my way to the meeting, I realize my phone's service was turned off. She did not turn my existing phone back on. Without the service, I couldn't find my way to the meeting. Back I went and here's where it gets good. Instead of saying "oops I'm sorry, I turned off your service and didn't turn it back on, let me do that for you quickly," she made me wait 15-20 minutes (another rep helped me in the end) and took her sweet time talking to an existing customer. I REPEATEDLY asked her to please just turn my phone back on quickly ( a 1 minute thing) so I can be out of here, she just gave me that "mamm you have to wait I'm busy look"- ENTIRELY UNAPOLOGETIC OR SYMPATHETIC. By then I was already 15 minutes late for my meeting. I've been in customer service all my life and this is certainly NOT how you treat a customer. I felt I was treated extremely badly and overlooked. You do not belong in customer service girl, if you are so unhappy there, please go look for another job, elevate your being, please do not make your customers feel this way.

I needed a single reem of paper. Their prices are competitive with the office supply stores. Simple…read morein and out. I asked an associate where the printer paper was located. Instead of walking me over, they pointed towards the area. They said if they have any in stock, it would be there. Not the best assistance a customer could ask for, but sufficient.

1/5 Stars - Extremely Disappointing and Disorganized Experience at Geek Squad Germantown…read more On October 16, 2026, I had a scheduled Geek Squad appointment at 5:40 PM at the Germantown Best Buy location for a screen replacement. I arrived at approximately 6:00 PM, 20 minutes late. I fully acknowledge that I was late and understand that appointments operate on a schedule. However, the lack of organization, communication, and customer service that followed was extremely disappointing. When I arrived, there were absolutely no clear instructions on where to go or what to do. Was I supposed to sit down, stand in line, or wait for someone to assist me? The only direction I received from the greeter was to head over to the "blue wall." Once there, I was left standing around with no indication of whether I needed to check in or wait for someone to assist me. What made the situation even more frustrating was that one Geek Squad technician appeared to be actively working while another was simply walking around. I eventually took it upon myself to approach the technician who was walking around because nobody had acknowledged me or explained what I was supposed to do. When I approached him, he explained that Geek Squad appointments are scheduled in 20-minute increments. Fair enough, I understand that I missed my appointment window. However, instead of immediately explaining that I would need to reschedule, he told me he needed to check whether they had the necessary parts available for my screen replacement. At approximately 6:20 PM, I was informed that they did have the parts in stock, but I would need to schedule another appointment to have the screen replaced. After telling me this, the technician simply walked away to the back. My question is simple: What was the point of checking parts availability if I was going to be required to schedule another appointment regardless? If my appointment window had already passed and there was no possibility of completing the repair, why wasn't that communicated immediately? I take full responsibility for arriving 20 minutes late, but that doesn't excuse the poor communication, confusing check-in process, and unnecessary back-and-forth. I shouldn't have to approach an employee who is walking around just to figure out how to receive assistance. What makes this experience even more disappointing is that I've used Geek Squad at both the Frederick and Rockville Best Buy locations and have had significantly better experiences. The staff at those locations have been much more organized, helpful, professional, and respectful of customers' time. The difference in customer service compared to Germantown is night and day. I understand that appointment policies exist for a reason, and I wasn't expecting special treatment for being late. What I did expect was clear communication, professionalism, and a straightforward explanation of my options. This will absolutely be my last time using Geek Squad at the Germantown location. I would rather drive farther to Frederick or Rockville, where I've consistently received better service, than deal with this level of disorganization again. For a company that specializes in technology and customer support, I expected a much more professional experience. Unfortunately, the Germantown location fell well short of those expectations. A little communication and basic customer service would have made a significant difference.

Today was my third visit, and I felt compelled to write a review…read more He replaced my screen protector, and I was out the door in about five minutes. Friendly, fast, great prices and every single time they had what I needed in stock, unlike similar shops nearby. Highly recommended.

Great response with estimate!! Fixed quickly at a reasonable price!! Integrity & good repair is…read morekey! They have it!! Will use again if need repair!