We switched from AT&T to Verizon because of a promotion where Verizon agreed to provide a voucher to pay off our AT&T device balances. That promise is the only reason we made the switch. We opened the account several months ago and submitted the AT&T final bill multiple times -- in store and by email -- exactly as instructed. Despite complying with every requirement, we have never received the promised voucher. No email. No mailing. Nothing. As a result, we are now receiving late fees from AT&T because Verizon has not honored its promotional agreement. To make matters worse, the customer service experience has been extremely frustrating. We've had repeated calls, long hold times, and even had a call drop when we finally reached a manager -- who never bothered to call back. We also had issues initially setting up what was supposed to be a joint account, which caused additional delays. At this point, it feels like a breach of contract. We relied on Verizon's buyout promise when making the decision to switch carriers, and they have not upheld their end of the deal. I evaluate companies heavily on customer service and accountability. Unfortunately, this experience has completely damaged my trust. Until this is resolved and Verizon takes responsibility for the late fees and time spent chasing this issue, I cannot recommend them. Very disappointing experience. read more

Five to six workers at this location and none can or want to help. Made us stay on the phone for almost 3hours talking to people who doesn't understand what we're talking about. You could improve your customer service. read more

To put it mildly, their customer service representatives are the most incompetent people I've ever dealt with. If you're considering an internet provider, by all means stay away from Verizon! read more

I had a SIM failure message in my IPhone. Regina assisted me by diagnosing the problem and fixing it in less than 10 minutes. this is the only Verizon store I visit due to excellent customer service and product knowledge. Thank you, Regina! read more

I'm beginning to think Verizon Control how you spend money on a bill and when you try to remove stuff and change your plan they don't let you. Talk about credits when a mistake is made, well it gets added back to your bill. Auto pay didn't help they say you owe and you say hello stupid you are the one withdrawing money out of my account. read more

So we called to make sure we had data every month and the guy claimed we were paying to much to start with for what we were getting and with going with a different plant he would save us 15 dollars each month. Well the rates went up and so did the phone bill each month we've had new data on our phone. I wonder why. Makes me angry cause I have to dish out money that's extra when the guy on the phone claimed he'd be saving us 15 dollars a month from what our regular phone bill was. Which was clearly a lie. Calling to get this resolved. read more

Visited on 8/8/12 I'm still here guys... a bit tardy, but still writing reviews. So it almost 2 years since I upgraded to one of the first smart phones Verizon Wireless offered and I was going nuts as every single update made me delete another program or two to make space for the updates. So, I decided to head down to Verizon Wireless on the Avenue at White Marsh to check out new smart-phones. So while I really went for a new phone, this review is really about the excellent customer service I received there that day. The sales clerk reviewed my double cellular acct and she let me know that Verizon had made many new changes... (yes, I lost my unlimited data plan.. no biggy), but I found out that the max number of phones on an acct was raised from 5 to 10, so I no longer needed two accts. So we consolidated, which dropped our cellular bill by $75/month, and the increased fees for data raised it $25, for an overall decrease by $50/month. I am very happy this sales rep took the time to review my acct and help me save money. In addition she gave me further info on how to apply for a military discount on the acct as well. So overall I'm happy with this corporate Verizon Wireless retail store. read more

If I could give this place zero stars I would. The staff member we worked with - Fred - is completely incompetent. All I wanted to do was add another line and upgrade a phone. He didn't honor our previous agreement regarding prices - something that I got in writing literally 3 days prior to coming in. Then he tried to order an Iphone 6 when I was trying to upgrade to a 7. Because I already have a 6 (he was holding it at the time) and would like to upgrade and not just duplicate what I already own and pay more money for it. Then, they couldn't upgrade the software on the new phone I purchased because, strangely enough, their internet was too slow. I mean, it's a Verizon store that deals with cell phones and Verizon is an internet provider. To top it off, all of our info was entered incorrectly. After 3 hours wasted and no software update, he said I could do everything at home. Lo and behold, when I got home and tried to unlock my phone, it wouldn't accept my birthday. I know when I was born so I can only assume that Fred entered more of my info incorrectly. And now I have to drive back there to try to get things fixed before they close. Who knows how long it will take but I firmly believe that buying a new phone shouldn't take half a day. This was truly a terrible experience. read more

The worst customer service I have ever encountered, second only to their location on Fleet Street in Baltimore. Congrats, Verizon Wireless. After seventeen loyal years, I'm ready to break up with you. On my way to one of your competitors to sign up for service and get a new phone. When did you stop caring about customer retention? read more

"Horrible first impression" Visited this location on Sunday 5/19/2019 @ 4:00pm greeted warmly by Bill and then went down hill from there. Went with my son (20 year old) to upgrade his phone to a new Apple XR, I asked to use the restroom and the response was special, wait for it!! Bill said they do not have a restroom for customers use (someone that is spending money in their store) but If I like I can use the one across the street at All About Burger, I told him I am not shopping at All About Burger, but Thank you! We promptly left. This store is not Age, family, or handicapped friendly!! "AVOID THIS STORE" read more

What a nightmare. I am a retiree. Lousy customer service - there was never excuses at this company when I worked there. NEVER. Taking my money elsewhere. Stay away from there. Waste of time to MAKE AN APPOINTMENT. People just walk in. Oh yes, the Covid 19 has impacted their service. No - the company GrandPooBahs have impacted customer service. read more

Long story short, I made it to the store right at 8:59-9:00pm. Granted 9pm is their closing time,... However, one of the employees saw me standing there with my kid, trying to wave him down. Rather than to open the door and ask what I needed, he talked to me through the closed glass door. I told him I was there to pick up an online order. He said ok and then asked to see me ID,...(all through the closed door). He checked my name and told me to hold on. So I waited outside meanwhile he went to the back to get my order. (There were two other employees in the store while this was happening so I thought it was a little weird we had to stand outside.) He came back, unlocked the door, and opened it just wide enough to slip out his arm with my bag and new phone in it. He promptly closed the door. It's actually quite hilarious now that I think about it. LOL He wasn't necessarily rude and he did give me my phone but it felt a little awkward talking to him through the glass, all the while standing outside with my 5 year old. Thanks for at least aknowledging me and getting me my phone! ( I drove an hour to get there) read more

Service was disorganized, unhelpful, or generally uninformed on Verizon's policy's. They consistently try to push you to call Verizon's customer service numbers instead of dealing with customer issues themselves. If I could give a negative score I would. read more

Went into the store to activate a phone under a new plan after struggling to activate my phone myself, and Jared was incredibly kind and helpful with any questions my dad and I had pertaining to setting up the new phone and account. Great and professional service! read more

10/22/2018 - In the end, Verizon lost our business, and we went to T-Mobile. The rates are better, the customer service is better, and the cell service is more reliable. Thank you for being so incompetent that you pushed us away. *update* just addressed our issues with the manager of the white marsh location. He was unwilling to help at all, and even wanted to add $80 more in fees to our upgrade that the employee last night had not quoted us. Finally, he hung up on me. So, Monday they will be losing our business.* Utterly appalled at the terrible customer service I just experienced. I walk into the store at 8:20, and its relatively empty. The reps were so busy talking and standing around, that I finally didn't even get seen until 8:55. At that point the rep first tries to tell me that Verizon doesn't like them starting orders after 8:50. After I pointed out that we'd been waiting for 30 minutes, he went in the back to see if they had the phones my wife and I wanted, which they apparently did not. Although, he advised that they would probably have them tomorrow during the day, or that he could order them for us to pick up on another day. So they don't have those phones now but they will in 14 hours. Wow. Why not just be honest and admit that there is 0% chance of you doing any more work that late at night. Why doesn't verizon just close at 8:30, is they only conduct business until then. So instead of getting a $600 sale and a renewal of a family plan, now they will be losing a whole family to TMobile. read more

When I first arrived I ask Keith if they had a droid max in stock. His exact words were "we have plenty". After waiting 25 minutes to be seen. I again ask my sales rep if they had a droid max. They had one left when he checked. He walked me through and educated me on a lot of products. Finally at around 8:45 ...an hour and a half later, he pulls he phone out of the sleeve and the droid Marx sleeve had a some other droid inside. NO DROID MAXX. they had none in stock. If I was told this at the beginning when I first walked in they were out of stock, I could have drove to the timonium location. The timonium store closed at 9 and I didn't have enough time to make it there. Horrible waste of time. read more

The wait time is ridiculous! They need to hire more people. I came here and checked in at 1:30 pm and it took an hour and half to be serviced. I am not coming back to this branch again. read more

We all know visiting a cell provider store can be rough, but this place is the absolute WORST. The staff is extremely pushy regarding unnecessary accessories and phone cases. They're almost more interested in selling those than what I came in for, which is an actual phone. Sales staff is condescending and completely unknowledgeable. After waiting around the store for over an hour I was told that the phone I came in for isn't even in stock with no apology. IF YOURE LOOKING TO UPGRADE YOUR PHONE GO LITERALLY ANYWHERE ELSE. Especially if you want an iPhone, id recommend going to the Apple Store as they are helpful and engaging. Don't spend your money at this sham of a store. read more

This was my first time dealing with this store. I came to upgrade my phone and after deciding which phone I wanted, the lady helping me kept trying to sell me something. She asked me if I needed a case, screen protector, iPad, headphones, etc. I was getting pretty annoyed. I also wasn't happy with how she was handling my phone. Had to come back to this store because my phone was experiencing issues. The representative brought my phone to the back, and she ends up cracking my case. She never even apologized or admitted to it. I asked if I could get a credit and she, believe her name was Mary, said that wasnt possible since i didnt buy my case in their store. Funny cus the manager gave me a credit for the damage...but never apologized for any of the inconvenience and trouble it's caused me. Another lady ended up assisting me with getting my phone replaced. Enrique, the manager, gives me tone when I asked him to make sure they handle my phone with care. Are you kidding me? So the lady ended up being very careful with my phone but she wasn't able to pop the back of the phone, insert the Sim card or do anything else cus her fake nails were prohibiting her from performing her job. I couldn't believe how much of a circus act I was witnessing at this store. I was there for 2 hours. Never going back if I can help it. read more

I recently needed a replacement smartphone, due to an inoperable phone. I must say I was pleasantly surprised when Shawn came to help me with the purchase of a new phone. I was a little undecided on which phone I wanted but after explaining to Shawn (sales person) what kind of things I was looking for in a smart phone and not really wanting to change my wireless plan. He gave me a few options and I made a decision on a Samsung note 5. Shawn was very helpful and patient (I can be a little indecisive sometimes). I would definitely come back to this location granted that Shawn is still there. read more

Went in to transfer a line to another Verizon account. I was told that the store no longer does that. The salesperson said he would provide a phone number instead. He went into the back and proceeded to come out with a phone for another customer. Completely ignored us and never gave us the information HE offered to give. I won't ever return to this location! read more

disappointed to say that this is my neighborhood verizon, in fact i work a very short walk away from it. Knowing that i would still rather drive to the apple store up town in holiday traffic from now on, i would even be willing to walk to towson. the customer service of the in-store sales people is deplorable. they don't have an answer to any question you ask them, and when they do its incorrect or its basically verizon either doesn't do that or you have to pay extra. 1. can i get my phone replaced since i have insurance on it? their response" No u have to upgrade-" first lie 2. can i get overnight shipping? their response " sure its an extra fee, but ull have it by Tuesday" second lie bc its wednesday night 3. never received any tracking info. 4. after confirming my name and shipping address 3 times. THE PACKAGE STILL HAD THE WRONG NAME AND ADDRESS. THE PACKAGE CANT BE DELIVERED AND CANT BE RECEIVED AND IS NOW SITTING IN THE SHIPPING FACILITY 28MILES AWAY .... but the male verizon employee @ the honeygo location not only acted like he had something better to do but was real eager to swipe my card and be done. I have filed 2 complaints with verizon about this and i promise i will follow up bc this is ridiculous service for the amount of money i pay. i literally pay extra for convenience. But at this verizon store that is completely upside down and ass backwards. its a waste of time, energy, and money. just go to the apple store bc verizon cant keep up read more

More then a dozen years with Verizon and I am getting a divorce. We have everything Verizon. Fios, Net, phones, etc. This last visit of going through an upgrade process was worse then brutal. So tired of the "hidden" charges and all the "fees." Worse part on this trip - AFTER we signed everything and AFTER I paid over $500 for a bundle that we agreed upon and AFTER we left the store for the hour we were told it would take to transfer data - we were told it would be another $54 for the I6 I thought I already paid for. Apparently, the manager didn't "swipe" on the discount and to make matters WORSE - the new phone was not turned on due to this. So now, AFTER hours and $500 - I owe more money and am asked to come back right before close (2 hours later) to get the phone updated that I thought I already paid for. After I politely explain that I am unhappy about finding out that I owe more money now, the young lady (manager/laughable) tells me "you can NOT get the second phone." This was the last draw. I am pretty sure, in the customer service manual it doesn't say - give the paying customer the option to walk out pissed off and without a product they believe they already paid for!!! Once we get passed the current contract - I AM DONE WITH EVERYTHING VERIZON!!! read more

I went to White Marsh Mall, MD yesterday and decided to upgrade my iPhone and was so glad that I did. The young man who assisted with my transaction was so courteous, helpful, patient and very cheerful. Overall, he had an exceptional customer service attitude and it is hard to find someone who is happy about their jobs nowadays. I was very impressed and would definitely look for him again when my family and myself have to upgrade our cellphones. It was such a joy to have you help us Joe Yap! Keep up the great job and your great demeanor! read more

This store has the most unknowledgeable and unwilling to help staff that I have ever worked with. They will not answer your questions, they will not return your calls. I have worked with many representatives in the store due to the Note 7 issue. Each time I must return, the staff gets more incompetent and rude. I hate to even give them a star, because that is too many. If this was the only Verizon store, I would switch carriers. My issues are still not resolved, yet no one in the store has had the decency to contact me. It has been a few days, and yet I haven't heard anything. I wouldn't recommend ANYONE going into this store. Take the extra time and drive to another Verizon Store. read more