bait and switch on all their products. in store is like getting robbed in person. horrible wait times only to get stuck waiting even longer

horrible experience with Verizon in NovI and the entire customer service. the company is so unprofessional and there is a huge disconnect between reps and wrong info given and the complication of ressolving issues. I am not complaining about the representatives but about the policy and procedures of the company as a whole. you never realize how poorly run a company is until your 6 week old phone is defective and you spend houra over 3 days trying resolve it and still have no resolution but wondering if I will get a replacement phone and if the charges will be reversed, and if my old phone number will be transferred over etc. I have never gone through such headache to repair an issue. And this is with a warranty!! I would hate to see what would happpen if I didn't have a warranty. if you are wondering what carrier to choose, think twice about Verizon read more

Had some issues with my phone, over 2 days it took about 6 hours of resilience and lots of calls from Treyvon and Tony to get it done. These guys care. I highly reccomend. read more

November 2021 - Black Friday - shopped & purchased my husband's we iPhone 13. We were told by the associate that there was a promotion for a free iPad or iPhone watch with purchase of the phone. We all (Hubby, my 18 yo old daughter, my 13 yo son, and I all clearly heard the clerk make this offer. I chose the iPad. We were told it would have to shipped in a month or two ". Fast forward several months later when no iPad arrives, I called to follow up and was told that there was no promotion and that they did not know what I was talking about. I spoke with central customer service as well as I spoke with local staff and ultimately store manger. They argued that the sales associate who originally sold us the phone and made us this offer was no longer working with Verizon. Wonderfully convenient right? Most frustrating was fact that I spent better part of 4 hours between phone call and in person visit to figure this all out. Finally, even more infuriating was fact that Verizon folks I spoke with especially at store location treated me as though I made up the whole issue thing and they were not responsible for their own employee. In the end I am so very disappointed with Verizon. That we as loyal customers for 15+ years, 5 total lines, and spending $350 per month are so devalued and treated with such dishonesty. I've resigned to point of beginning process of shopping for another cell phone service. Money talks. read more

My 70+ yr old parents were having all sorts of trouble setting up an online account because they didn't have their 4 digit pin. Matthew at the Ann Arbor store location helped us achieve all the items on our checklist to set up new pin, auto pay, add authorized users, change contact info. The Verizon employee also added a veterans discount which wasn't on the plan before. My father showed his VA card or you can show if it's on your driver's license. Getting a new pin set up is free. But there is a $30 fee if you have them assist with all that we have mentioned above. It was worth it as the process can take longer w senior citizens. Matthew showed amazing patience and we greatly appreciate his assistance. read more

Don't ever buy Verizon gift cards. On multiple occasions, I've purchased the card only for Verizon to say its invalid. And the stores I purchased them from won't issue refunds because it says Activation successful on the receipt (though it truly wasn't). Total scam read more

I called because my bill amount changed every month. The first representative I spoke with was clueless and read what was on my bill and could offer no explanation. I asked for a supervisor who proceeded to tell me that when I was having trouble with my gateway and they sent another to help troubleshoot. When I sent mine back he said they had to put me in a plan which was 20.00$ more than plan I was on. WTF Why couldn't they leave me in plan I was already in? I asked why I wasn't receiving my discount for autopay from my checking account, he said because I didn't have paperless billing. I told him that this was the first paper bill I received. He said I must have changed something online, which never happened as I never visited Verizon.I used to think they were the best company for customer service now as soon as they change rate of internet service I am gone. read more

Staff had no clue how to fix my phone. I just got it and it was having trouble with the Verizon signal

Worst Verizon Experience in over 20 years. It is hard to believe when they have such deplorable customer service. The manager was smirking at me, pursing his lips and moving them around. I definitely will use this technique in the future if a customer service person is being rude or not helping me. It is super annoying. I have never ever seen that before. The woman was an idiot. I kept telling her I didn't want to trade in my phone, but she wouldn't listen. I have spent at least $60,000 at Verizon. I always expect to be treated like a queen. Like Queen Melissa how can we do to help you today. read more

Apparently majority of employees don't know what they're doing. Waited for almost an hour to get someone to help and another 2 hours to get a new phone that was cancelled without informing me! Now I have to deal with customer service for another hour to get this redone again!!! read more

Demond was GREAT!! I went in to purchase a new iPhone. I told Demond exactly what I wanted. I did not want to trade my old phone. I just want to purchase a new one and add it to my account and transfer my information. He was very friendly and informative and very "in the know"of his products and accessories. I would definitely go back and ask forDemond!! He is definitely a 5 Star employee!!!! read more

Spent hours waiting during two trips. Salespeople told me phone was fine and sent me home with a broken phone. When I returned and waited another hour, they claimed they processed a warranty replacement order. Days later, I found out they lied and I had to start the process all over. read more

Update: All in all, I was ripped off for hundreds of dollars of promo stuff they never gave me. Now I find out that the teacher discount I spent an hour documenting at the store has to be re-certified...why?! This is no less than being robbed in a parking lot, except it happened at a Verizon store. Now every month I continue to be robbed on my bill. See Verizon responding below? I sent them my e-mail, lets see if they respond. I have made a dozen phone calls and visited 5 stores to no avail, so we shall see...more to come...wish me luck! read more

Brandon is an absolute BALLER and deserves a raise as well as a promotion. The other staff can suck it tho they kinda blow. Make brandon CEO. read more

It is a miracle that this store hasn't been shut down yet. I went into the store 7/28/18 to exchange a device that was incorrectly sent to me through their website/over the phone. I was offered a promotion that would take $300 off my bill and cut down the monthly cost. This was along with trading in my current device valued at $129. The General Manager, Steve Sharp, was very rude to us. He would not honor the promotion that corporate offered us, despite this being a CORPORATE store. He asked us to prove that it was Verizon's mistake, then refused to look at the chat screenshots that we brought (due to the terrible online reputation of the store) that proved our story. We were treated as if we had no idea what we were talking about even though we have been with Verizon for twice as long as the 10 years we have been. My mother and I walked out of the store after being told off and scolded by Steve for anybody in the store to hear. On top of this, another employee by the name of Craig stopped his customer interaction to yell across the store that we "would always get the best deal in store" despite corporate Verizon being able to follow through on their promise. This is very unprofessional and needs to be dealt with immediately. Oh, and they tried to charge $35 as a "restocking fee" despite it not being our fault. I think it's time for corporate to take a look at what is happening in this store. Clearly some drastic changes need to be made! read more

This place is awful. The staff (I dealt with Zack) seemed to really not want to be that nor help customers. I came to pick up the phone and silly me, I thought they'd be happy to help transfer over my old phone and set up the new one. He handed me the phone and said "it's easier if you just do it at home, it takes too long to do here". I insisted and he was less than thrilled. Anyway, he did it and when I got home, only then did I realize that my phone number was not associated with the new phone. Talk about doing a half ass job. I ended up going to "go wireless" Verizon on seen road and they were happy to do the job correctly. I will write another review for them but I'm happy to say they were helpful, pleasant and professional. Avoid the Verizon store on Ann Arbor Saline road at all costs. read more

Carlando helped me. You can reference my review for the novi store just south of 96 but a brief version is this: my phone needed to be replaced and *the store in Novi* only let me into the foyer (not even lobby) after I insisted they misunderstood my problem. They kept offering me insurance contact information when I was seeking an warranty replacement for a defect, and eventually turned me away with a phone number that led to a dead call center. Carlando helped me here in Ann Arbor and literally solved my problem in two minutes. He was courteous, polite, and real. He did his job, and did it quickly and with grace. I'll be back read more

This Verizon store provides virtually NO customer service. The store employees, in addition to being curt and rude, state that they "are not permitted" by Verizon to address any problems with Verizon -- and that customers should call Verizon's toll free customer-support line. When I call Verizon customer support and cannot resolve the problem over the phone, I am advised to stop by the local Verizon store. The other "non-corporate" stores in the area are very helpful. This store should be shut down. If Verizon is going to keep this store in operation, this website should offer a zero-star or negative-star option. John B., Ann Arbor, MI read more

I was told by the representative at the store that I would receive a $400 trade-in credit in accordance with the promo that was going on. I only purchased a new phone because of the promo. Instead, I received a $35 credit. That's $365.00 that Verizon promised me and did not give me. I contacted customer service multiple times about this problem. At first, I was told that they had made an error and it would be resolved within a few billing cycles. It wasn't. I also received NO contact in regards to this issue from them. I contacted them again and now they say that I can only get the promo value (from April 2023) if I upgrade to an unlimited plan. The rep never told me this and I have never heard this before now. This is not the first time an in-person rep failed to give me correct information that resulted in my loss of hundreds of dollar. Would not recommend - they are not honest and take advantage of customers. read more

This was a HORRIBLE EXPERIENCE!!! I was just at the Verizon store at Ann Arbor Saline Road earlier today about an issue w/ my Orbic Journey phone. I was dismissed, disrespected, and the customer service itself was so lacking that I plan on never stepping foot in that store again. EVER! The customer service at the Verizon store in Ypsi on Carpentar Rd is amazing and I recommend everyone go there to get your issues resolved! Just wanted to warn people! read more

Great experience! Alex figured out what was wrong with my phone in a few seconds snd I was out the door!! I will definitely return!! Fast and efficient!! read more

Went to upgrade my phone here, oh my, DON'T! This place is like entering a weird crappy version of Parks and Rec's "Entertainment 720" music pumping, weird chairs, honestly smelt of burgers and substance with nobody helping. The guy we dealt with was terrible, besides giving me the new phone and saying 'there you go' he was not forthcoming or helpful at all, he made me feel as if I was bothersome, asking whether my new number would be on the new phone. He wouldn't transfer data across from my old cell, as computers are "in lockdown", I ended up leaving as we were getting nowhere. I've had bad customer service in the past, but oh-boy this ranks up there; Verizon somebody from corporate really ought to look at this place, its bad. Bristling we went to the Verizon reseller in Briarwood, talked to the manager, 'George', who was very understanding and helpful, helped talk me through step-by-step how to transfer my contacts, apps and data across at home, just go there instead. read more

2 hr + wait over the course of multiple days. I feel bad for the employees. The place is clearly understaffed and overstressed. Verizon shouldn't cost this much for this poor of service. Again, the people were great and helpful, just not nearly enough of them. read more

Megan at the Ann Arbor-Saline location is a rockstar in my book! I had ordered an iPhone 14 Pro Max online two weeks prior and was going to trade in my Samsung Galaxy Note 20 5G. The iPhone I received was absolutely stunning, but I chose to go back to my android just because of personal preference. Megan greeted me with a smile, promptly added my name to the waiting list, and gave me an estimated wait time of about an hour (not bad for just walking in just before the holidays). I went and ran another errand and waited comfortably in my car before receiving a text indicating I was next in line. Megan processed my return, cancelled my trade-in, and provided me with detailed documentation without even having to ask for it (though I would have), and explained the pertinent charges and credits. This entire transaction took all of 6 or 7 minutes (but was not rushed), and it was one of the most pleasant customer service experiences I've had all year! Thank you Megan! read more

Chose to upgrade two lines on our account this week. The store was organized in layout and customer service & well stocked with what I was looking for. Shout out to Craig who did an exquisite job assisting on both occasions to get it all taken care of. read more

Brian helped me purchase and set up a new phone the other day. He was extremely helpful and knowledgeable. Who knew a trip to the Verizon store could be so enjoyable! Great guy, great service! Highly recommend this location, the service is above and beyond. 10/10. read more

Note: This review is NOT 5 stars for Verizon! I would like to give Verizon ZERO! We had a 4 month nightmare with the company on our trade-in/order of 4 new phones. Every part of the transaction was messed up by Verizon, and hours of phone calls and live chats got nowhere. However, finally, at the Verizon Corporate store on Ann Arbor/Saline Road, God took mercy and paired me up with Cyrus! Cyrus should be running Verizon! He worked with me for 2.5 HOURS. He said he'd never seen a mess as bad as mine. He called some mysterious person at Verizon and conducted what amounted to delicate "negotiations" for ages. He grasped my situation - all the errors that Verizon had made (and it wasn't simple!) - and worked until things were finally straightened out. I'm convinced I'd still be fighting Verizon on this if I hadn't met Cyrus. He went way above and beyond to work everything out. At any point, he could have said, "There's nothing more I can do," and I would have had no choice but to accept that. His efforts were heroic and deserve major recognition. He is the very type of employee a company should want to retain AND promote! read more

I see most people on here have had a bad experience at the Ann Arbor Saline Rd. Store. Fortunately, I've always had a good experience with the exception of going at a busy time of day and waiting a half hour to talk to someone. I've learned to avoid busy times there. Jassmyn has been the most helpful. She's very attentive and gives great tips for your iPhone and watch. The upgrades went very smooth. I've been going to this store since it opened. read more

I have never been lied to as much as at this store! I purchased a new iPhone during their trade-in deal and was told that it would be no problem to switch onto my husband's plan after I received the new phone. In fact, I was told to wait until I received the new phone to switch onto his plan. I spoke to several individuals at this store and my husband did as well to ensure that this was the case. After receiving the phone a month later, I went into the store to activate it and was told that I would lose the $27 monthly credit if I switched to my husband's plan. Or I could switch to my husband's plan and then my iPhone 6 is only worth $200 and I have to pay $450 for the new phone! The employee and manager insisted that the previous "misunderstandings" couldn't be addressed. After I called my husband in the store and expressed my frustration while deciding to return the phone, I was then called a liar to my face. That is absolutely egregious! Not only will I never return to this store, but Verizon just lost another customer... read more

They relentlessly try to up-sell you on stuff you don't want. When I went to buy a new device, I was presented with two options, one where the salesman tried to "slip" in over $200 in accessories. Yeah, sure let's just add all those in. Maybe he won't notice. A week later they call back pressuring me into buying a subscription service I'd already declined. I won't be back. read more

I've been with Verizon for 11 years, I changed my name legally 6 or 7 years ago. I've gone through upgrades, location moves, etc during this time. I made an appointment online, walked in to this store to upgrade 3 devices and am exploring my options to leave Verizon. The treatment from Zachary and Shannon was so disrespectful I cannot write this off as one location or one individual. There are several other locations in the area, I recommend you visit them. **edit, after seeing other terrible reviews here. I would recommend Jassyman if you're stuck with this location. They were super friendly and welcoming. read more

I went here when they opened. Around the launch if the Z line from Motorola. Pretty phone savvy and I had new phone fever. At the time I laughed it off at the terrible attitude I received. I had been interested in a promo they had running. After basically telling me I didn't qualify for said promo. I got zero assistance after that. For me to go from wanting a phone to walking out without a phone is a big deal. It's been years, but I haven't been back since. read more

Worst Verizon store I've EVER been to. No customer service at all. And they were so rude. I would never recommend this place to anyone. They almost made me not want to become a Verizon customer at all. You guys should buckle down on this place because the way it's ran is not helping Verizon's brand at all. read more

Worst customer service I have ever experienced at a cellular store which should tell you a lot. They were unprofessional, rude and did not solve my problem. In the middle of assisting me, one of the staff members set my phone down on a random table, never gave it back to me, and started helping a different customer. I ended up leaving without me phone. Basically, my problem was not solved, the customer service sucked, and I had to go back to get my phone that was still not operating correctly. Do not go here. read more

If you could leave less than one star I would. Just don't go here. The customer service is nonexistent and almost laughable. The other reviews here are right on point. read more

I've been deciding on what Apple product to purchase in addition to the the case, and wondered into the store on a spontaneous information gathering hunt. William greeted me courteously and provided assistance quickly and thoroughly. He offered options and provided a hard-copy thereof for me to take home and review to decide on what I wanted. I've read the poor reviews after my visit, and while this was my first visit to the store, my experience was excellent. I can say that William was certainly an exception to the negative reviews. read more

good to know it's not just me! seems like everyone has had bad luck at this place. the person who sold me the phone was not personable, wasn't terribly helpful, and didn't seem to know much about it. knew nothing about how to move music, etc., over to the new phone. he also failed to mention some important details (no headphone jack!) that would have been good to know. but that's worth about 2 or 3 stars. the 1-star part came when I went back a few months later and talked to a VERY unfriendly kid named Logan. my new phone was getting all sorts of crumbs and whatever stuck underneath the case in the back--seemingly because the case wasn't the right size. Logan tore the case off, announced "It's the right size"--and put it back on without either a) cleaning it out or b) showing me how to take it off and put it on right so it fit properly. I said "can you at least clean it for me?" he looked at me pityingly and said "This is a PHONE SALES store. we SELL PHONES. do you bring your APPLIANCES in to be cleaned when you--"I missed the rest as I left the building. not going back. read more

Because I have to assign some stars I'm giving this store one, but it deserves NONE. Their salesperson, LOGAN, was rude, unprofessional, antagonistic...and that was at the beginning of the interaction. When we decided to leave without purchasing anything, LOGAN filed a FALSE and FRAUDULENT sales receipt even though we purchased NOTHING and did NOT sign any paperwork. Pure fraud and contempt for customers. BEWARE! We were lucky that we caught the FRAUDULENT receipt before it made it all the way to Verizon. HOWEVER--IF THIS HAPPENS TO YOU WITH LOGAN AND VERIZON, REPORT IT IMMEDIATELY TO VERIZON CUSTOMER SERVICE. We spend over an hour going all the way up the customer service chain to try to prevent anyone else getting caught by this dishonest and nasty sales rep, LOGAN. read more

I won't name anyone, but the individual I spoke with about possible upgrades knew nothing about what he was selling. What is wrong with knowing your product? I think these people rely too much on the phones selling themselves. Why dont you take pride in your job? When I ask a simple question like "what size battery does the iPhone 7 have?" It shouldn't be "oh, I have no idea, but I get about 20 hours out of it." He didn't hint at making an effort to go and look. Does he think thats a good answer, and I will go ahead and drop over $600? I came to him with really good questions, and I got absolutely nothing back. I could go on and on. Thank god I did hours of research on top 3 devices before I got there. Take pride in your job, learn about the products you're selling, and most of all if you don't know an answer...go find it. I went to Best Buy right across the street. Ended up talking to a very knowledgable individual and I walked out with a brand new phone. read more