I feel bad writing this review because everyone at the store was very nice. I had water damage on my old phone and needed a replacement right away, so I went to the store to trade it in. They also sold me a charger and added a new line, which I was told would be free. I was assured the trade-in credit would be processed soon. Three months later, I still had no credit and was being charged an extra $85. After multiple calls and speaking with two employees, they finally admitted the issue was their fault and said it would be resolved. They also agreed to remove the extra line, though I was then told I'd still have to pay $6/month in taxes -- something never mentioned before. Not only was the issue still not fixed, but my unlimited plan had been changed without my consent and the extra line remained active. I ended up calling customer service myself, and they resolved everything within an hour. Save yourself the time and just call customer service directly. read more

Two months ago I disconnected all services with Verizon (our cell phone carrier) and was assured my disconnection was complete and that I would receive no more bills. The next month I get a bill and I call and they say there was one line left connected so that's why you're getting a bill. I paid that bill and was assured I was now fully disconnected (they said they don't give confirmation numbers for that). Today I got another bill for that same leftover line and called and was told there was no record of my previous disconnection. Ma'am, the person said, you have to make sure you get a confirmation number for all changes to your account. He transferred me to someone who claimed they disconnected me. Can I please have a confirmation number, I asked. We don't give those, the person said. Stay tuned for next month when I will yet again disconnect the remaining line and pay a third monthly bill from Verizon after disconnecting all services. read more

Unless you are very specifically coming here to purchase a new phone, they will do literally nothing for you. Want to change your phone plan? Oh actually you have to call Verizon customer service, we can't do anything here. Want to replace your defective phone? We can't do that here, you have to go to the Apple store in Holyoke. You're SOL, bud. No we don't care that you have phone insurance. But hey, feel free to buy a new phone! read more

Worst experience ever! Dishonest owner and sales team. Make sure you read everything before you sign and ask for a breakdown (while you calculate it all) of the bill before they run your credit card. They tack on costs and make you believe they are "throwing this in for free," but they actually charge you. They are a joke. Only shop at a Verizon store, not a franchise like this. read more

Despite some confusion at the beginning these guys were very accommodating and helpful in resolving the issues that arose in concerns to billing and service issues. read more

My phone died suddenly recently and I went into this store first thing in the morning asking for help. Joel G was super helpful! He confirmed that it was super dead and dealt with Verizon and asurion on the phone for 2 hours to file a claim. When I couldn't get the new phone to set up properly I went back and he fixed that too. I was so grateful to have a real human who was knowledgable and helpful through what could've been a stressful process. read more

We (my wife and I) went to the Northampton Verizon Store to get free phones and lower our monthly bill. It all seemed dandy, we got new phones, and we were told we would be credited each month for the cost of the phone as long as we stayed with Verizon for 2 years. Being long time customers, we were happy to stay. Well, we were charged for the phones and not credited. We were told it would take 1-2 billing cycles to catch up. Not true... It took 6 months, weekly trips to the store, only to be promised we were a priority. the owner at one point stated he would personally take care of it. Again, not true, they blocked our number when we repeatedly tried to get a hold of someone. Turns out they lost our turned in phones, did not ship them back to the corporation for credit and had no tracking number. They lied to us when we asked questions. I will never use them again. I will drive many miles out of my way not to use them. The Northampton Verizon is the worst in customer service... read more

DO NOT PURCHASE a phone from this Verizon franchise. If they make an error, they will not take care of you! I purchased 2 iPhone 13's, with a deal to receive $800 credit for each iPhone X traded. Traded phones in perfect working condition. Purchased from Aniket and Gary. Promised charges and credits would appear on bills within 3 months. Never happened. They "lost" one phone and value of second incorrect due to way they submitted phone to Verizon. After several visits, phone calls, Gary said he would speak to owner as they would have to resolve issue within the store since it is a franchise. Promised to provide periodic credits in different dollar amounts (starting at $20), but only given when upset due to repeated requests, calls, visits to store, and repeated explanations of what occurred. Attempted to contact owner, Nate Bastarache, several times by phone, email, and sent a letter, to request assistance in resolving this. He NEVER responded. Overall poor customer service, record keeping, and failure to fulfill the sale and credits as promised. Verizon cannot help you if you purchase a phone from a franchise and they make an error. Buy your phones from an authorized retailer (not a franchise). read more

I went to this Verizon store and had the fortune of dealing with Gary. Had an issue with my phone, which the Apple store had told me they fixed, but they didn't. Gary was very patient and helped me remedy the issues I was having in a kind manner. Highly recommend! read more

These guys REALLY know their stuff. They were able to help me trade in a phone, understood the challenges, worked with my budget and helped me take advantage of available offers to stick to the budget with a new phone. They also understood that I didn't want a new phone but was doing it because my old one, which I took care of really well, wasn't working so well anymore. Great team, great store. read more

This is the worst Verizon store ever. The staff lied to me and insulted me. Do NOT do business here!

Our family has been going to this Verizon store since we switched from AT&T two years ago. This store has an amazing customer service team and saved us money on our plan. Great experience every time we've been! Highly recommend this store, very happy customer. read more

Highly recommend this location. Tony has been helping me for years, always answers any questions I have and helps me find just what I'm looking for. He makes the process of upgrading to a new phone quick and easy. read more

After years of being an android user, I made the switch to the iPhone 11 pro (basically bc everyone in my inner circle uses them). The staff at Nate and Kieth's stores are very knowledgeable, friendly and make the process a breeze. Any questions regarding the switch were answered and all of my information was safely transferred onto my new device. They make the process less stressful and have all the accessories you would ever want to protect and accompany your new device. I'll be going back for sure! read more

I will never trust this store again. I was under the impression that I was trading in my iPhone 5 for a 5s last year. They told me the value I would receive for it. I didn't have to pay anything upfront. After I purchased my new phone, they kept my old iPhone 5. I did not leave the store with my old phone nor get to keep it. Found out this week that I've been paying full price for it and a credit was never issued to my account for the trade in value.. After a long conversation with Verizon customer service, we found out that they kept my phone and resold it to a customer at the same store site. read more

Nate and Kieth are great operators! They got me in to some great beats head sets and upgraded my sister in laws phone in minutes and saved her money on her bill. Highly recommended these guys! read more

I just got a phone there the other day...they were the best staff I have ever dealt with when buying a new phone.....they were pleasant, knowledgeable and very professional read more

well well well this business charges a fee now for cash payments. offensive and not sure if this is illegal but.. i did file wtih the attorney general. when i signed up with verizon i bought a plan and a i phone with this company. they promised a tablet with sign up that I did not get. I liked the sales person that moved away but let it ride since i liked her. the 3.00 surcharge is because its difficult to take cash out of the store. I said i would not be coming back and sales person was suprised. its the point of being ripped off in any way; You too can choose if you like this policy. I called corporate office and they acted very la di da. yes some of our stores do this.. read more

Great customer service! All the sale reps in the store know their product. The giive great trade in pricing.

We were taken care of immediately. Resolved our problems and showed us how different plans would change our bill.

My wife and I are seniors and we joined Verizon after the outstanding and professional service we received from agent Angela Grimaldi. Our new Galaxy S7 phones were updated with our information and we received intense one-on-one assistance. Angela is patient, extremely confident, and professional in every sense of the title. Angela detailed all aspects of the agreement and insured that we understood the agreement of use. We received copies of everything she stated as to obligations of Verizon and us. We would never have bought these phones, and protectors and accessories, if it were not for Angela Grimaldi. read more