Absolutely terrible customer service. I came in yesterday, stood around for 15 minutes and wasn't acknowledged once, when a family who came in after me was met at the door, asking if they needed help with anything. So I left. Came in today, same thing happened and there was even less people here. I walked up to an employee, they put me on the "list" and said I was next in line. Don't know what line there was because nobody was in the store other than two other people. At least 5 employees were standing around talking, not acknowledging me whatsoever. Then a family, once again, came in after I had been waiting for 5 minutes, got asked if they needed help with anything. This is the worst customer service I have ever experienced anywhere. read more

5 days waiting for a repair ... m wondering if it will be okay to wait on my next bill pay ... honestly stink

My dad and I went here so that I could order/re-up my plan. We were greeted promptly when we walked through the door and put on an electronic queue and told the wait for someone to help us would be 45 mins. We decided to go get lunch and come back and the lady said that was fine. When we got back 1/2 an hour later we were greeted by the same lady who said that it would be about another 15 minutes before someone could get to us. We walked around and waited to be called/found. 20 minutes later we check in with the same girl again and she said there was only one person in front of us and that it wouldn't be much longer. We stood just to the side of her because it seemed that all of the "technicians" were checking in with her to be told who to find next. Then we waited, and waited, and waited. At some point the lady was replaced by a young man who paid us no mind. 45 minutes after we had checked in with the girl last we went up to the man and asked where we were on the list. He said at that point that we were not on the list anymore and that we could get back on it but that it would be another 45 minutes. When we asked to speak to a manager because we had been there far longer than already estimated we were told to wait until one was available. Fortunately for us it was only 5 mins before a manager was free to talk to us and he tried to claim that they had looked for us and had even called our name several times. No. We were standing RIGHT THERE, no one looked our way and certainly no one called our name while we were waiting. The manager then backpedaled and said that sometimes the computer "eats people" and they just disappear off the list. He told us that we should just go online and do the upgrade there, when we told him that when we had tried to do the re-up online that it had failed and told us to come in to our local store he rolled his eyes and promised the next available salesperson. The manager acted like he was doing us a huge favor by not making us wait on the list again like everyone else. When we actually got to speak with the salesperson he was very apologetic about our wait and was very helpful. Ritchie, I think his name was, was fantastic and a true pleasure to work with. I have come to expect long waits when dealing with Verizon (I would switch services in a heartbeat if any other provider worked in our house) but this took it to a new level. You would hope that such a large company would do a little spending on training their service staff on how to do their jobs. Next time I need to go into the store to have anything done I am absolutely not coming here, no matter what. Pros: Large stock, Ritchie Cons: LONG WAITS, stuck up staff read more

I'm writing this for my mother. She's afraid of computers. Our Verizon bill was higher than normal, so my mom stopped by to see if she could get it lowered. She was helped by Samage (sp). I didn't know this, but when you are looking up something on your phone and there is no wifi, you get charged extra. He took his time to explain everything to her and was very curtious. We were able to save a good amount of money per month. Thanks for helping out my mom! read more

Do not go to this Verizon store; go to another one. They cannot help you because they have no idea what they are doing.

This is an official Verizon corporate store so you would think Verizon would have competent employees here since it is a direct representation of the company. Of course because this is a corporate store the employees get paid for their hours regardless of how many or few customers they help so why bother trying to help anyone. That would only mean customers would return to the store and cause them to maybe do their job. The only reason I see to visit this store is because they have two self service kiosks that allow customers to pay their Verizon bills directly. This had to have been the worst Verizon store with regard to wait time and service I have ever been in. When you enter the store a representative is supposed to greet you and input your number into their tablets so you are in the queue to be helped. But that is only if they feel like doing that simple job to start with. Once that is done, please look forward to an extended wait even if the store is not busy and has way more employees than customers because the employees will take plenty of time to gaggle together to gossip. I don't think all the employees are like that here but certainly over half of the staff is incompetent and/or lazy. There are very few employees at this store that even make an effort and the chance of getting a good one after a long and annoying wait is really slim. I would suggest this store as a place for anyone who has no ambitions to be good at their job and just want to collect a steady paycheck for doing next to nothing except to just show up for your hours. It seems like easy work since you pretty much just do what you want and don't have to care about customer service. Even if the customer is unhappy Verizon doesn't take complaints regarding bad customer service at stores over the phone or by email. I know this because I tried to contact them about how bad this store is, and I wasn't the only one.. read more

Average time spent with each customer = about 11 hours. Never seen a sales process take so long. If you're planning on coming in to buy a new phone, give yourself 8-10 hours. read more

"Someone will be with you right away"...they obviously do not know what this means but seem to say it too much. Also the staff enters a lot of information on their ipads which they carry around but neglect to communicate to their customers. I am extremely annoyed with this store for wasting my precious time. Overall I waited an hour and 20 min. and ended up just leaving without the newest new phone!! I carry two phones...one business and one personal. After my first 30 min. of waiting...a Verizon person helped me with one minor thing on my business phone...not sure who he was...never told me but he apparently was not a sales guy cause he said he couldn't sell me the phone...a sales guy would do that....I was confused but went with it. He did tell me "someone would be right with me and I was next on the list." The store didn't seem to have a lot of customers so again I was confused why another half hour passed and I was still sitting and waiting. Turns out my name was deleted from their sign in list. I was told once again "you will be taken right away" and I was next on the list. Another 20 min. went by and by this time I had enough...I went up to the guy and was told..."I am next on the list and someone will be with me right away". ..Well guess what..."they are OFF "MY" LIST!!! read more

You are the biggest phone company yet you can't open any earlier than 10 am? I find this unbelievable.

You won't believe me, I know it. The phone doesn't arrive on the 10th day after all; instead, an email tells me it's coming two full weeks after purchase! Okay, okay, now that it's here, let's power it up. Oh no, oh no, you won't believe it: Set Up Wizard says he can't activate it - call customer service. Okay, okay, this is so bad it's funny; let's just call the Verizon Wireless help line. Twenty minutes later, nice helpful girl can't get it to activate either! I've got to go back to the store with my receipt. AAAAARRRRGGGGGHHHHH!!!!!! Ed, you should give me this friggin thing free! read more

Only go into a Verizon store if you want to get a phone or hand them cash. Everything else is done off-site. Call this number, email this address. My wife's phone was lost, went to get another one, was given the number to Asurion...this is the hack phone tree half-ass company Verizon uses for phone "insurance"..which most of us don't even know is on our bill...If you want to buy a new phone outright, you can buy it and walk right out of the store...if you want to use your "insurance", you're given a phone number on which, you'll be disconnected numerous times once you get routed to an "agent". It's a complete joke...it does what it's designed to do...get you off the phone and steer you to their website to process your claim. They have so much "I'm not a robot" childish photographs to go thru, you can't get it to work on a phone...save yourself the time, do it from your home PC or tablet...walking into a Verizon store is simply the in-person equivalent of "Press 1" to be told to "Press 2". They should be ashamed of themselves. Unorganized chaos in terms of greeting or acknowledging customers. The store is under construction so it's about a tenth of the normal space. No one checking the door, theft alarms going off w/no one checking them for several minutes. There was one guy and one girl who were doing their best to put customer in the customer service que. Numerous other employees sitting at the counter, not acknowledging the stream of customers coming in the door. read more

Another unhappy visit to the Verizon store at Harbor Center. Last time I went there was a person standing by the door doing nothing...she ignored me. I kept walking so she looked up and said "Wait a minute." So I waited and finally had to ask what I should do in order to buy a new phone. Then I waited some more, 40 minutes to see someone so I could spend money. Then I left and went to BestBuy where they were quick to help me, and even smiled. Today, I was actually greeted at the door at Verizon. That was kind of nice. Waited 20 minutes...not great, especially since 2 salespeople were walking around the store and looking at their phones. Then finally someone comes to help me. He spent most of the time scrolling through his phone and looking up once in a while to say "Huh?" when I asked a question. Totally uninterested in making a sale, so I left never to return if I can help it. Back to BestBuy! read more

Crazy busy on Friday morning right at opening. Their electronic system for tracking people waiting is high tech but they could better service customers with more agents on the floor during what seems to be a rush period still for the new iPhone. Joe was great and we got in and out for a conference call with a new smartphone (vs flip) for my husband and my iPhone on order (one of 883 left in the U.S. according to Joe). I should have it by Wednesday. Joe had people waiting for him specifically but it didn't change is customer service level or the time he spent with us at all. He was unruffled. read more

They were very happy to take 728.08 quickly but didn't want to help set up new phone!! Spent hours trying to set up and spent 30 minutes on hold for support:( read more

We went in to resolve a major billing issue that has been ongoing for quite some time. We had made multiple calls to customer service which had gotten us nowhere, and figured going in would help. A man named Ron offered to assist after 20 minutes. He looked into it and said he could see there was probably a billing issue, and that he would call customer service for us. We said we'd tried that and would like to speak to a manager. He said a manager or himself would have the same amount of influence as us or anyone else over the billing department. Ron said he would do everything to help us and that we shouldn't be concerned, since he was going to guide us through the whole process. As soon as we called, we were put on hold for 10 minutes, same as if we'd called on our own in the past. We finally spoke to someone, and after explaining the issue, were put on another long hold. At this point, Ron walked away without a word and started trying to make sales to other customers. We spent 45 minutes on mostly holds, and Ron came back asking how things were going. I told him "not well, I'd rather not talk to you since you said you were going to help us the entire time and have done virtually nothing". He told me "fine I won't talk to you" and I left and told him he should focus on sales and not assisting customers with issues. After leaving, he followed me outside and essentially challenged me to a fight. Ron was a complete disgrace and totally incompetent as a "Support Specialist" and gives the Verizon brand an even further bad name than I had already thought possible. Really a disaster of a location, and as I'm starting to realize is a microcosm of a truly inept company. read more

I made the decision to switch carriers for a couple of reasons the main being the decline in customer service with AT&T not only did their cell service start to decline, I felt as though I owed them an apology every time I went I to the store, it was as though I was bothering them. Any way I switched to Verizon yesterday as so far I am really happy. The service I received from Jennifer and Duane was superb. They made sure everything went smoothly and I left ready to go. I had one small issue that they could use as a training session on. When they offer you the great deal they have a trade in program which in some cases will cover the cost of your new devise. My suggestion would be to let them look at the device your trading before they give you a value. Not a huge deal to me because my phone was in bad shape. The store was packed they had s free clinic that night for an android tutorial what a great idea and they do apple on Wednesdays. This place made the AT&T store in Annapolis mall looked closed. Great job to the team at Verizon in the harbor center Annapolis and great job Jennifer and Duane Thank you read more

I'm totally disappointed with the customer service line at Verizon. Wait times say 1 hr. Or they say they will call you back and don't. I've tried now over 2 weeks to get my boxes working. I finally dropped them off. So disgusted. I'm now having issues with my internet but can't get through this is ridiculous read more

This store has the WORST customer service reps I have EVER encountered. The only reason why I keep the plan is because someone else is paying for it. Everytime I go into this store I run into another idiot who can't give me a straight answer. Then I go to ANY other Verizon store and they can actually help. Whether its activating a phone or buying an accessory, these people cannot help. DO NOT WASTE YOUR TIME AT THIS STORE. read more

Don't go there! I upgraded two phones for my business - spent over $500. The Salesperson obviously didn't know what he was doing. He was supposed to change my data to 25gb to save me on prior month and going forward. Instead, I started getting overage charges immediately - with only 12 gb used! He also signed the two new phones up for equipment coverage - which I NEVER requested! If you don't know how to do something, PLEASE, PLEASE - Don't do it! I have been on the phone with Verizon Wireless for over an hour trying to fix what he did. Beyond frustrating. I cannot afford this extra time with my business. I wish there were better alternatives out there - have never found a better network. Unfortunately, you have to deal with the newbie salesperson every time you go into the store. The atmosphere is akin to Used Car Sales. Be VERY paranoid about what they are doing with your plan. DON'T Trust that they know what they are doing. read more

Worst store. Deceptive clerks, will not be up front about costs, condescending, and pushy. Go somewhere else.

Absolutely horrible customer service.. don't go there!!!.... the representatives are rude...they talk to each other about non work related issues while you're standing in front of them.. they also seem untrained and not knowledgeable about the products and services Verizon offers... I will never go back there again read more

Worst customer service possible. Went to upgrade my phone. Specifically answered the question of which model iPhone I wanted as 128gig three times. Got home set up the phone and found I had been given a 64 gig. Went back to this store. Waited in line again and for the return/repurchase process and was stepped on and pushed to the floor by a service rep in far too much a hurry. Was told I could get a credit for old new phone at any time so I did not have to stay in the store any longer. Three weeks later went back for to acquire credit for my old 32 gig and was told the offer had been lessened by $15 because I did not give it up the day I bought the new one. A few minutes more and with less patience, I acquired the full initial credit offer through a manager. Next day I received an email with an 'e-gift card' for the credit. The phone listed as being surrendered....16gig. Not correct. Beyond the obvious lack of customer service training these employees are given, the full lot deserves a 'L' on their foreheads for lacking basic listening and observation skills. read more

Horrible service!! I had to sign and wait 30 minutes just to buy a charger. The worst part is while I was waiting half the staff were on their phones texting! They weren't even conversing with the customers. The asst manager was very nice. I also mentioned to him his staff should not be texting in front of customers, it's incredibly rude! read more

Terrible service. Work iPhone battery dying ever 30 minutes and Tech services can't run a diagnostic on Apple products. Called to confirm before and line goes to call service vs. local store so had to drive here and wait with no resolution. read more

I stopped in here on a Wednesday evening for a new phone case. I was greeted at the door and showed which wall had cases. After searching the wall up and down, there were no cases for my phone (iPhone 5). I went back to the gentleman at the door and ask if there were any other cases available. He said there might be some in the back corner. He just vaguely pointed, so I walked to the back to check it out. When I still didn't find what I was looking for, I figured I'd give it one more shot and tell him specifically which phone case I am wanting. As I walked towards the guy, two other employees were standing there laughing with him. I was so disappointed to see they had locked the front doors and were literally pointing and laughing at a young woman who was trying to come inside as she just looked at them. (They close at 5pm on Wednesdays, it seemed pretty early for a retail store to be closed) These young men were teenagers and were clearly more interested in getting off work than spending 30 seconds to help a customer. Laughing at a woman instead of politely telling her they were closed for the evening sealed the deal for me. I will not return to this store. read more

Much better choice than the local Executive Wireless. Yes, they are much busier, but I can see why. Gave me solutions even though I had purchased my phone from Executive Wireless. read more

Horrible Customer Service! I went there to pick up a phone that I ordered on line. Upon arrival, I wasn't greeted or acknowledged. I stood at the Order Pick Up counter for what seemed like 5 minutes and got zero help! I even noticed another customer walk in, get acknowledged, and helped!!! Was I invisible? Finally I saw a person with an iPad and asked if he worked there. He said yes and then proceeded to ask me how he could help me. It seemed like I was annoying him. I flagged down the manager to complain about the service and how I was treated to only be told that I was not acknowledged because they thought I was being helped. Lame excuse! You could have asked!!!!! I then got my phone and was told that I had to upload or set up my phone on my own time because it will take too much time if done there! It literally took 15 minutes at home. This store is horrible! They don't care about their customers! Go somewhere else!!!!! read more

MOST INEFFICIENT STORE EVER!!! I had a voucher for a free LG Tablet for signing up as a new FiOS customer. I literally just wanted to pick it up. I had to wait for over 45 minutes to be "served". They enter your name in a queue when you enter the store and there were literally 15 people just standing around waiting to be served while other customers were helped. Verizon needs to process to differentiate customers that need assistance vs. customers that need to just checkout. read more

Service was very slow. Took almost 1 1/2 hours to renew my account and get a new phone set up. Sales person gave incorrect information on being able to renew existing plan and expandability of phone memory. Found out when signing the new contract that the data plan changed. Found out after leaving the store the phone's memory could not be expanded after being told the card from the old phone could be used with the new phone. read more

Very disappointed with the service here. I have been a long-time customer and will be terminating my account based upon my experiences with this store. read more

Walked into the store on a late Saturday afternnon. Store was almost empty. We were promptly greeted and our names were put on a list. After 20 minutes we asked how much longer and were told there were 2 people ahead of us. After another 15 minutes we were told the same thing. We left. We wanted to upgrade our phone. Guess they don't want our business. read more

Horrible customer service and support. I spent 2 hours with my son upgrading a phone! Very frustrating.

Big Mahalo(Thank you in Hawaiian) to Michael, Cyndi, and Joe for helping us order our phones last night. Michael went out of his way to get our phones ordered and stayed late to get it done. All three of them worked as a team, helped each other, to get the job done. Michael was professional, helpful, and courteous from start to finish. We appreciate the great deals we got, too! Thanks to the other staff members who also had to stay late for us! read more

I wish I did not even have to give these people a 1. Worst customer service on the planet. First of all, it is important to note that I have 6 devices on my account, 4 of which have been upgraded this past year, with new phones and new contracts. I have also been a customer since 1995. Well not any more. My son's phone was on it's last leg. Went in there 1 month early to see if there was anything they could do. After pleading with them, they agreed to letting him upgrade 2 weeks early. We went back 2 weeks early and guess what - they said NO! I told them we had been in there and they said we could do this. They said whoever helped us did not write this information into the system. Of course I was mad. Told them "what am I supposed to do, take the tablet out of his hand and write it in there myself." I had 3 people standing there, listening to my story, continuing to tell me NO. My son was so disappointed. They said the manager was not there, but they would have him call me later. Never got that call. Called retention when we got home and they said it was up to the store manager to make that decision, which could be done. BUT THE STORE MANAGER NEVER CALLED ME BACK, AS PROMISED. So, I took my son to AT&T and opened a new account there. When the contract was up, I cancelled his phone and my Hot Spot. Also, took off all insurance plans. I got the dates for all of my other contracts, and one by one, will be taking those elsewhere as well. The irony is when I cancelled the service on the phone, the customer service rep. told me there was no reason that this phone could not of been upgraded - he would of done it, no questions asked. This store has absolutely POOR customer service and Verizon Wireless better take note, or they will be losing other customers too. read more

TERRIBLE TERRIBLE PLACE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! You have to wait for a LONG TIME for someone to assist you which takes forever. NO ONE will give you eye contact. Bring food just incase you are waiting over an hour. When Ashley finally did call my name she asked "how are you? how may i help you today" and THEN interupted me when I TRIED to explain what I was are there for. While Ashley was NOT HELPING me she kept looking at the clock, acting like this was a burden on her and everything was annoying. Ashley will get your name wrong. You will try to correct her, but she will intentionally do it OVER AND OVER AGAIN, because she will see you are getting upset that she is doing it. When her shift was over at 8pm she passed me over to another a guy, who blantantly showed he did not want to work with me either and help me with my problem. Over-all Ashley is a TERRIBLE employee and could NOT help me find a solution to my problem. WORST EXPERIANCE OF MY LIFE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! read more