Dear Verizon Management, I am writing to formally report a very disappointing and poorly handled experience at the following Verizon store: On Monday. 12-29-25 11:30am Verizon Store 3920 Baldwin Rd Auburn Hills, MI 48326 Phone: +1 (248) 253-1799 When I arrived, I was initially assisted by Jeremy, who was extremely kind, professional, and helpful. Shortly after, the store manager asked Jeremy to leave the store to assist at another location. No manager introduced themselves to me prior to this, and no effort was made to ensure my issue was resolved or properly transitioned to another employee before Jeremy was asked to leave. When I later spoke directly with the manager about being ignored for an extended period of time, the manager stated, "Oh, the guy who just left was the one you should have talked to." This response was extremely frustrating, as Jeremy had already been instructed to leave. As a manager, it would have been appropriate to acknowledge me, explain that Jeremy needed to leave, and either allow him to complete my service or ensure another employee was clearly assigned to assist me. My issue may have been resolved quickly had this been handled properly. After Jeremy left, I waited over 30 minutes without anyone checking in on me, despite the fact that I was actively on the phone with Verizon customer support troubleshooting my issue. During this time, three male employees remained in the back break room, which was noticeable due to both conversation and food smells. After 45 minutes of being ignored, I stopped another employee and explained the situation. That employee asked the manager if someone could at least come out to speak with me or provide concierge-style assistance. The manager explicitly said no. At no point did anyone look up my account, review my issue, or offer any form of customer service follow-up. I was completely ignored. While Jeremy demonstrated excellent customer service, the management handling of this situation was unacceptable and demonstrated a serious lack of professionalism and accountability. I hope Verizon will take this complaint seriously and address the management practices at this location so that other customers do not experience similar treatment. Sincerely, Frustrated read more

Well it is apparent how this store is at two and a half stars. I have been with Verizon a long time, and have never had such a bad experience starting with customer service on the phone, that transferred to a another letdown at the store level. The attempt to transfer a phone from t mobile onto my account and to add a line seemed like a process of getting a bill passed in congress. After a hour conversation on Friday with a phone representative, my friend was told to go to this specific location to obtain a sim card. This was said after I checked boxes, signed forms, submitted forms via text. My friend hit the ground running and went to this location. Only to be told the opposite by phil the manager that the sim card is always sent out. He couldn't help her. Said he didn't have info for another line. Asked if I received a email. So back to the phone I go. Another hour with this phone representative who indicated the rep on Friday did not set up the line but just sent out a sim card. After more signed forms, the rep talking to the port department was confident all was good to go. Friend attempts again, and was told by Phil that it could be 2 hours to update, and request was still processing. Remember my friend was told to drive to this location. On to call number 3. It was at that point that I was not going to leave that conversation with the rep until the rep called the store to sort this out. Well the rep tried calling and no one at the store picked up. It was at the time that I was calling my friend to put Phil on the line with the customer rep that Phil had a revelation and could finally help her. This was a total breakdown with communication for all Verizon entities involved. The most hilarious part of this story is, is that my friend had horrible customer service at t mobile for awhile and wanted to make the switch. I told her that Verizon is so much better. Yeah, I ate those words today. Verizon do better. read more

Awesome service! We worked with a gentleman named Aaron, he had us in and out of the store in under an hour. He had wonderful customer service manners and I would recommend anyone that goes to this store to work with Aaron! Very well organized inside as well, every worker was helping a customer and not sitting around playing on their phone like I have seen at other Verizon locations. read more

Always a great signal even in the basement. Customer service with knowledgeable techs and no high pressure.

Not helping anyone here sold me nonworking gear can't take it back won't take it back even though they know it won't work doesn't work sold me a bunch of BS wouldn't go here go anywhere else but here seriously don't waste your time these people have no actual Verizon ability to do any help except sell you something once it's sold to you the won't help you read more

Your wait time to receive help may be fairly short but the inventory is limited. A lot of the latest technologies are in short supply and there is no connectivity between this Verizon locations and others within the region. read more

Went in to inquire about the buy one get one phone deal. The guy that greeted us was a complete jerk. Arrogant and rude. It was 20 minutes before closing and he obviously didn't want to be bothered. We have been Verizon customers for several years and pay over 200 every month. We were treated with complete disrespect and when my husband said 'so you are telling me to take my business somewhere else?" his response was " if that's what you want!" - Horrible customer service. He needs to go. Here's a tip: Try to work with your current customers jerk. Wish I had his name, but I may get it and edit this comment. He deserves to be called out. read more

Wait times were surprisingly short - I went in to activate a phone I purchased elsewhere, and even though there were people in line ahead of us, they moved through the line quickly. However, the downside to quick service is that quality suffers as a result. Scott was very unhelpful with transferring contacts from the old to new phone. He had us download an app, and when it didn't work, gave up right away and told us we were on our own. After explicitly telling him we preferred to pay today instead of adding the charge to our bill, he added it to the bill and then would not take it back off so we could pay up front. Those are only two examples of his abruptness and inability to listen. In the meantime, I could overhear employee, Michelle, being extremely helpful and kind to another customer. So if you visit this store, I recommend going to Michelle. read more

Not sure why the other reviews for this place were so bad. We had no problems at all. Jessica was really helpful and she made everything super easy. read more

Not a fan. I came in to buy an iPhone 7. I was told it'd be a 15-20 minute wait before I could be helped. An hour and 20 minutes later I was still waiting. Mind you, this was a weekday at 3 pm and not necessarily a heavy traffic time. I was finally told that they don't have any iPhone 7's. I wasted my time. I ended ordering it online. I'll never go back. read more

Most of the time they can't even help me with any problems I'm having with my phone. All they care about is selling you stupid stuff that doesn't even half to do with phones. Like a helicopter? What!? They've helped me a couple times but seriously need to step up their game. read more

This was The worst experience I've ever had with a phone company,I lost my iPhone 8+ And I had insurance on it I wanted to pay the $150 deductible and get another one I was told that they didn't have another one anywhere with 235 GB (I believe that's what I had because I had the most you could get) and I couldn't get another 8 plus, mind you my fiancé paid a $385 phone bill They said that I old because I have past due amounts which is BS because they shut my phone off for being late and a promise to pay date. Oh that was owed was $159 then they told me that we had to pay off the remainder balance of the phone which is 300 and some dollars and still not even be able to get another iPhone 8+ so they gave me a iPhone XR I absolutely hate it, I wanted to know why did I pay insurance for two years on my iPhone if it's not replaceable he said "I don't know that's just how it happens sometimes". I told him that I did not want to pay payments for another phone I'm tired of my phone bill being $155 a month why should I have to make payments on another phone when I owned my 8+ out right I paid for it so now I'm stuck with this piece of shit for the next two years!!! I absolutely hate Verizon customer service sucks I wish I could give it zero stars read more

Received excellent service from Dawn and Chase, the manager. Dawn spent a lot of time with me as I purchased my iPhone 6 plus and accessories. She was very helpful and patient as I deliberated over the options. She also made a special trip back into work to help set up my sons phone once it was delivered. I highly recommend this store. Thank you again Dawn read more

Overall ok, but a bit slow on figuring out that phone is not charging and half an hour we where waiting for nothing until I had to point out the issue. But hey, it is what it is. Better then store in Pontiac. As I mentioned, it's ok. read more

Went in to get my mom a new phone. She went with the Iphone7 plus. The guy, Scott, who helped us seemed like he was stoned on pills and was very odd. He tried to up-sell things that we weren't interested in such as a car charger. We ended up going with the Zagg Glass screen protector. Scott didn't even use the materials inside the kit to put it on correctly and just slapped it on. I then looked at it and it was filled with air bubbles all over the screen and had a huge one running the entire length of the phone. When I asked him if he was going to put a new one on he said that he couldn't and it should adhere in 24 hours which is total bullshit. He said I'd have to register the screen protector and file a claim with Zagg. Literally the worst experience I've ever had. Needless to say I will never go back to get a phone from this Verizon or any Verizon for that matter. Do yourself a huge favor and go to the Best Buy right up the street and get your phone there. They were absolute professionals and way more helpful than that tool at Verizon. read more

Just walked in, two employees both helping customers. Fine. Waited over 5 minutes and still hadn't even been said hello to or acknowledged. Walked out. I'll take my business somewhere with better customer service. read more