I am filing a formal complaint regarding a Verizon representative named David at [1654 W Roscoe St]. Over the past two months, his conduct has caused me significant stress, wasted time, and financial confusion. Despite repeated calls and visits, this issue is still unresolved and I am still dealing with Verizon today. 1) Misrepresentation at the point of sale * What I was promised: David told me that, as a new customer, I would receive one iPhone 16 Pro at a discount plus a second iPhone 16 Pro (to be used with a trade-in option), and that I would pay for only one line but receive two phones. * What actually happened: After I signed the paperwork, David produced only one phone and a hotspot and then claimed the promotion doesn't work the way he had described. * Why this is unacceptable: This is deceptive sales behavior--a clear case of misinformation that induced me to sign an agreement under false assumptions. 2) Obstruction and avoidance of cancellation * When I immediately asked to cancel, David insisted it could be done only after 24 hours. * For the entire following week, David was "not available." I visited the store daily, but other employees refused to help, saying only David could access my account. * I finally found him a week later; he canceled the plan and provided a receipt. * Impact: Needless and avoidable delay, lost time, and escalating anxiety--already a week of headaches caused solely by his handling. 3) Improper charges and ongoing billing harassment * I paid $170 at activation. After cancellation, I received only $70 back; $100 was kept as a cancellation fee. * Despite the cancellation, I later received a bill for $189.35. * Multiple Verizon agents (including Financial Support) told me I owe nothing given the cancellation and the prior $100 payment. One agent said he'd call the next day to confirm full resolution--no one called back. * I continue to receive emails and phone calls demanding payment. This is unacceptable and erodes trust. * Most importantly, this matter is still not resolved today -- I am still being contacted by Verizon as if I owe money, even after being assured multiple times that I do not. 4) Two months of headaches and nerves Because of David's dishonesty, negligence, and avoidance, I have endured two months of stress, unnecessary store visits, and hours on the phone--2-4 hours in one session alone--trying to fix an issue Verizon created. And to this day, I am still forced to deal with this unresolved problem. read more

We came in as a family for the upgrades etc. Russ was awesome! He was able to assist and explain things really well! He's a great manager, very professional, and patient! Great service and location! read more

Verizon Authorized Retailer - Mobile Generation - Electronics Near Me - Chicago, Illinois

The people that work here are crooks. I came here to buy a new iPhone 16 Pro Max and they said I get a free Apple Watch series 10 for free. I chose the 42 inch titanium case with gold band. The only thing I had to pay was the taxes. I agreed to this. However, they did not mention that I had to open another line. On top of this, they charged $118 and a monthly $60 charge for some kind of insurance protection. We did not authorize these transactions. Also, they are charging me the watch monthly when they said it was free. So basically, our bill went up from $160 to $260 monthly because of these charges that we were not aware of upfront. They have been pushing my mother and me around and refusing to help us with this problem. I should say they are giving us a really bad attitude with us and giving us the run around. My mother is in her 70's and they're hoping that her old age she will back down and forget it. Wrong! We've taken our complaint to the BBB and corporate. At least Verizon Cares is trying to help us and understands our frustrations. These people don't care about you and just want your money and just trying to sell you unnecessary transactions to make themselves look good. They are just stealing your money. The bottom line is, if they are taking more than an hour to get your bill ready, be weary that they are adding more charges to your bill. read more

The service is amazing but it is 89 degrees outside and no AC. That's ridiculous especially in a store where you are supposed to sit and shop. Erick was amazing and worth going to but the company needs to take care of their employees and customers and get AC before this summer! Crazy especially if they make them wear pants- I feel bad for them. Fix the AC!! read more

Went in today because my phone lost service with a new Apple update. Employee (maybe Julian?) was super helpful and walked me through the whole process. Couple attempts didn't work but he always had another solution to try. Felt bad he was the only employee there and other customers had to wait for service but he was so pleasant to work with. I was dreading going in but he made it a painless experience which I feel is rare these days. read more

We worked with B (I think that was her name) and she as great. Friendly, quick, and to the point. We dreaded going to the store to change our plan, and she had us in and out as fast as I could imagine. read more

My son visited to look at phones. He bought nothing, but this store changed our family plan without authorization. Took over 2 hours on the phone with Verizon to straighten out. Why the hell they added home appliance coverage without our knowledge or approval tells you how ethical this business is. Beware! read more

Misrepresented plans and made unauthorized changes to account. I came in to added a new line to our account and hidden fees were applied to every line on the account. I was told there would be no activation fee because I signed a 2-yr contract but failed to mention that there would be changes for adding a line in the middle of the month (again, why did this affect every line on our plan). read more

Do not go here!!!! This place should be shut down! They didn't have internet! What kind of wireless store doesn't have internet??? The customer service is horrendous. It took over a month to get my phone activated. I will never go here again! read more

Avoid this Verizon store at all costs. I went in for what I thought was a simple purchase of a Samsung phone for my husband and everything, and I mean, everything was screwed up. They screwed up the promotional credit I was supposed to receive for the upgrade, they screwed up the application of my device dollars, they tried to upgrade me to a plan they told me they would be cheaper but it ended up being more expensive, they sold me accessories that were not the right size for my new phone and I had to go back and return. Worst of all I made it clear that the purchase NOT activate the phone. They activated it anyway and my husband called me later from work asking why his current phone wasn't working. Surprise honey! So he couldn't use his phone the whole day. To be fair when I called customer service with Verizon they helped fix everything. But it took several weeks to get this mess fixed and multiple phone calls. UPDATE TO REVIEW: Things have actually gotten worse. I was having a hard time understanding the funny math these places always do when you purchase a new phone and I realized there were close to $180 of unauthorized charges. When I tried to get Eric in the store to reverse these charges he flat out refused, blamed me and treated me in an awful way. I've been a Verizon customer for 15+ years and this is not how you treat a customer. He made zero effort to fix the situation, treated me terribly, and more or less just crossed his arms and told me to kick rocks. I was flat out lied to in the store about a discount I'd get on the phone. I was told it was $300, period! Turns out I was somehow required to pay $180 to get the $300 discount so it was really just a $120 discount but NEVER, EVER was this explained to me. I get mistakes happen, but customers should not be treated so poorly and if Eric had just tried to be nicer and make a good faith effort to take accountability I would not be so upset. read more

I just want to say how amazing the customer service was at this location. Melissa went above and BEYOND to help me set up my new phone and was so personable and patient. This was such a great experience and I just have to say again how amazing Melissa was to work with! read more

It is very difficult to find help like this! I went into the store to port one line over from AT&T and add a second line. I went into the store around 7:30pm (closes at 8) and Ben was very willing to help. He was very thorough and knowledgeable about Verizon plans and made the process very easy. He stayed well past store closing time to make sure I was comfortable and I was up and running correctly. 5 stars for Verizon and even more for Ben. He was super helpful and the world needs more Bens these days! read more

Do NOT go here. This store has unethical business practices. The manager at this store is very misleading. He provided me with information while I was at the store making a purchase but 6 weeks later I got a very large unexpected bill from Verizon. The charges were not what we discussed while we were face to face. When we went back to the store to ask about the bill he lied about our previous interaction. The female sales associate suggested I was in the wrong store. Their sales tactics are dishonest and unethical. read more

Thank you THANK YOU to Eva for totally changing my opinion of this store. She has helped me twice in the last six months or so. Not only is she friendly and helpful, she is quite knowledgeable on all things cell phone. I'm glad to see that the management and staff has completely turned over here. I won't hesitate to go back now! read more

Went in because my screen protector cracked. None of the employees were wearing masks. I won't go back

Just got my new iPhone 12 pro and it was quick and easy. The staff was amazing I'll definitely be returning to this location for my next iPhone! read more

If I could not give any stars I would... I guess the one star is that the people are nice. Over a 2 week period of time I have spent a combined 5 hours trying to purchase new phones. I think the Internet is slow... system goes down... only one person working... multi tasking... you will get every excuse in the book. I was so unhappy I tried to get a refund and go back to my AT&T less than 24 hours after. They essentially held me captive in the store with my phone. I was coerced into making a purchase on the last day of the month to avoid "losing the promos" that btw were still available the next day. I'm still standing here 2 hours later waiting to have my info properly transferred to the new device. Buy online or go somewhere else. I definitely will not ever come back here. Good luck! Hope you read this before wasting your time. read more

Not open when they say they are. Tried to go at 1010 when they say they are open at 10 and not one person was in the store. I knocked for 5 minutes and then gave up. read more

Unfortunately I have another bad experience to report. I was given misinformation on the plans we were sold. Came back in to fix them, then a month later the price jumped back up. Covid hit, no one ever called me back. Finally heard from them, spent 2 hours on the phone with them and Verizon corporate, got the run around, was told they wanted to keep me as a customer and would make it right. Just got my bill today and nothing has changed. And our hot spots are now gone. What a joke. No one seems to be able to resolve a problem and what was promised, was not delivered. Think I should have learned the first time. Too much frustration and lies. Time to switch carriers. Once burned, or should I saw, twice burned.... read more

I spent a Friday night recently at Verizon Wireless in Roscoe Village and happy to report that I received a high level of customer service. I worked with Johnny Kascukas the whole time; he was courteous, knowledgeable, and went above and beyond to assist me with an issue. Thank you, Johnny! Very happy Verizon customer. read more

I really enjoyed my experience at this particular store. Eva was extremely helpful and a very kind person! She addressed my issue promptly and went over all my options in great detail. Thank you very much for your help! read more

Chris is great, he needs recognition for the thoroughness of his customer service. I wandered in on a rainy afternoon having misplaced my phone while on a trip. Chris took the time to help and spent some time just chatting and looking through our account to see if there were any savings to be made. I later returned to get a new phone activated, great visit then. He dealt with my annoying friend's questions deftly. And even later, when some extra changes needed to be done and it took more than a few minutes, Chris got it done. I found Chris to be professional, emphatic and knowledgeable. I highly recommend this location for the staff and positive vibe. Cheers! read more

Go ANYWHERE else for Verizon. I hope Verizon pulls this store's authorized dealer status. This experience makes me want to go to AT&T. Summary of experience: - lied about upgrade fee - lied about whether I had an option to opt out of the "two free accessories" that I didn't want.....for $200! - inappropriate language and off-color comments - automatically signed up for monthly features that I never asked for and don't want to pay for read more

Horrible experience at the Verizon on Roscoe. Chris, the manager, promised us credits of $700 on our two trade-ins and after signing the contracts, informed us we'd only be receiving $200. Classic bait and switch. I've been trying to collect the credit we were promised for seven months now. Even the two district managers, Mike D and Pedro, I reached out to were no help. I'll be reporting them to the Better Business Bureau. read more

Went to return my phone that I was overcharged for. Spoke to a very nice lady who helped me. Turns out I was indeed overcharged & taken advantage of the day before by a sales rep named Benjamin. He told me I had to pay a downpayment for my phone and I was eligible for 4 free accessories. Turns out I was charged $250 for the "free accessories". This person scammed me and should be fired. I was refunded the $ I was owed and as Verizon corporate customer service told me, I only had to pay the taxes on the price of the new phone. Although this issue was rectified, I will not be going back to this location again. Save your time and go to the apple store if you have problems with your phone. read more

I just switched from Sprint to Verizon, partly because I wanted a Google Pixel, which Sprint doesn't carry, but also because of the great customer service from Jasmine at this location. I first stopped by just to look around as I was walking by. She was friendly and knowledgeable. These were traits I had not seen in the 3 Sprint stores I had visited recently. I came back and bought my new phone here because of Jasmine. She helped me set it up properly and was very patient with all my concerns. read more

I worked with Michael to get a new phone after my old one was stolen on the CTA train. Not only was Michael helpful, but he was incredibly kind and sympathetic to my situation. It made the task of getting a new phone much less painful! There was some confusion over my account managers, payment plans, insurance, etc., but he was patient and helpful throughout. Not to mention it was on the 4th of July, and he didn't complain once! read more

Precious, the Store Manager, is a life saver. This is my first ever review of any business because of it. I needed to port my number to an old phone after losing mine. While in the store I needed to call my IT department. They told me they could not assist me on Saturday and I would have to wait till Monday so Precious asked to have the phone. She calmly walked them through the exact steps. It was really cool to see Precious go far beyond what she needed to do, given she could have very easily said that it couldn't be done if when thats IT department was saying. Again, life saver. read more

I have been going to see Chris for a couple months now and I have to say that he exceeds your expectations!! He takes his time and answers any of my random questions. I used to go to the Verizon on Clark and was treated so horribly that I dreaded going in now I love getting my new devices (iPad and iPhone 7) from this place! Precious was the one who set my phone up when it came in and she was also very nice, took her time and was relatable!! I highly recommend going to this Verizon for all of your needs. read more

Honestly, I am not much for posting on Yelp (this is my first post actually), because most (if not all) people that post on here are complete garbage and have no idea how hard it is to work in the industry (bars and restaurants) let alone dealing with people and their complexities everyday. I am not going to waste my time talking about how clean the store was (which it was...) or how good the phone displays looked because, well honestly, I don't give a !@#$!. However, after coming into this Verizon location to see if I could get my wonderful (sarcasm; choke on it Apple), iPhone 6S home button working again, I figured it was worth a post. I came into this location to see if there was anyway I could get my home button fixed and see what the costs of upgrading were. I met a wonderful young man named Michael, he was very pleasant, polite and friendly. He helped me through the process of selecting a phone, getting rid of an extra line that I had for a year due to my ex but for whatever ridiculous reasons, I couldn't seem to get rid of because Verizon wanted to keep their extra 30$ a month. While I was unsuccessful and ended up not being able to upgrade or get the issue resolved due to inadequate corporate gibberish and policies I left the store. However, due to Michaels' wonderful smile, attitude and friendliness, I will be back this Friday to upgrade my phone at this specific location. Thank you again for all your help Michael. I wish you the best. *A note to everyone at Verizon (including you corporate bozos), most people I have ever met and experienced at Verizon stores or on the phone are way below any amount of customer service standards. Michael on the other hand, you should learn and listen to him on how to treat people, maybe you'd learn a thing or two. read more

The store manager was very helpful when I went in to upgrade my phone. Great customer service and understanding of what I was looking for!

Went in about a month ago to upgrade my phone and service plan.Precious was great! We got my new phone set up and she also helped me with and additional accessory package. That means I got a new phone, case, screen protector and some head phones! I'll definitely be back for any other needs. read more

I've been a Verizon customer for well over 15 years and I have to be honest, I always dread when I have to get a new phone. This time was very different. I went to Verizon last week and was met by an incredibly helpful and sweet woman, Jasmine. I had limited time and she worked so fast to insure i got my phone and was able to make it to work on time. I also felt like she helped to inform me on exactly what I needed without feeling taken advantage of. I am thankful I found this Verizon and glad to find out Jasmine is the new manager. I would absolutely recommend this location and the staff! read more

These guys were actually extremely helpful! I got an amazing deal on my phone. They made it so easy. Plus, tons of free parking! Definitely a customer of the Roscoe location for life! read more

Make sure you get Eva to help you out! Wow! She was amazing. She helped transfer everything from my old phone to my new phone and make sure everything was working right; this meant she had to stay after her shift ended by two hours! She was SUPER knowledgeable and saved me the hassle of turning in my phone myself. She is absolutely awesome!! read more

For the last few years every year when I replace my iPhones I have been going to the store the last time I went and got my iPhone the gentleman set me up told me I was good to go I tipped him $40 I drove home when I tried to make a phone call with my phone it did not work I had to drive all the way back home I brought it in the store and then after 15 minutes and a phone call they got my phone to work. This year I went to the same phone store this time for my upgrade it was a different gentleman there I explained to him what happened the last time and asked that he help me with my phone which he did and it worked fine.Then two weeks after this my phone screen went pitch white and did not work so I went to the phone store to see if they could help me figure it out.After one gentleman tried for a few minutes he handed it to his associate a female employee after she took my screensaver off and fidgeted with it for about 10 minutes I told them just let me have my phone back please I'll go to the Apple Store. So I drove 45 minutes to the Apple Store The gentleman said oh you just need to do a hard restart to which he did and within about a minute and a half my phone worked. I just find it pretty disastisfying that two people working at a Verizon store selling phones for as much as $1500. Dont know how to do a hard restart. Then the worst part after I left Apple I called the store and ask them why they weren't trained to do a hard restart the gentleman said sarcastically to me sir are you telling me you're frustrated and angry because somebody tried to help you. I asked to speak to a manager he told me there is no manager there and that he might be there the following day. When I asked his store managers name he told me Ben I asked for his full name he said he didn't know his last name sarcastically I highly do not recommend the store at all I am greatly disappointed in the service if you would like to go and upgrade your phone or figure out how to work the settings I would definitely avoid this store and go to a different store because the hope that they hire doesn't care about customer satisfaction through my experience and doesn't have enough product knowledge I am also going to reach out to VERIZON as to see what kind of standards they sat for stores bearing their logo so please be advised stay away. STAY AWAY. Donnie k read more

Timothy treated me with excellent service not only once, but twice! Very knowledgeable with Android and iPhones. Would recommend this store and him to handle all my issues and questions! read more

I needed to switch from a work phone plan to a personal plan and am a current Verizon customer, so I went to this store that is close to my home. The manager, Ben, helped me purchase a new phone and sent me home saying all my backup information from the old phone would transfer to the new one over the next few hours through iCloud. Nothing transferred, and I was stuck working through two phones (having a working cell phone with phone and email on the device is critical to my job). The next day, I went back to Ben to get more assistance, and the iCloud was down. Not Ben's fault, but I still couldn't get any of my emails, texts, contacts, apps, photos, etc. onto my new phone. The next morning, when the iCloud was back up, I emailed Ben and asked how we can fix this/can I come in for some help, and also how to set up my Verizon online account (I was told I would get an email with this information and never did), and never heard back. It's been almost a week with no response from Ben or their team. Thank god Apple Care helped me set up my phone, otherwise I would still not have a working phone. After 8+ hours of work on my end and with the Apple team and 4 days without a working phone, it finally works, not with any help from this store. I would definitely not recommend. I also found his personality very salesy and inauthentic, even before all these issues. They are only there for the sale and do not care about the customer experience afterward. read more

A week after signing up for a new plan and getting new phones at this store, our account and phones are still not working correctly. We spent 4 hours at the store, only to leave with a big mess on our hands. Although the salespeople were friendly and seemed to be doing their best, they clearly lacked knowledge and experience, and left us without working phones. We have made calls to Verizon's corporate office and have visited a different store to sort this out, and everyone has been much more competent than the employees at the Roscoe location. Lesson learned- only use Verizon corporate stores, not their authorized dealers. We didn't know that there was a difference but will not make that mistake again. read more

I will not go back. Shady manager and product. They had a promo for the Hum and were giving away a toy riding Hummer to those who took part in the promo. The manager guaranteed that she'd pull my name (I was with my two little ones who loved playing on it) and give me the riding toy if I signed up for the promo. Needless to say, I never heard from her again and was locked into a year contract with something I didn't need. Additionally, the supposedly brand new iPhone phone she gave me malfunctioned after one month. No texts or phone calls came through. Done and done. read more