12/22 UPDATE: while the Business Care Team responded right away and said they would do a refund when I wrote my initial review, I have yet to receive the check in the mail. I will further update then. ****** VERY DECEITFUL. MAKE SURE YOU SEE LINE ITEM DETAILS FOR CHARGES. BAIT & SWITCH!!!! We came to this location and got 2 phones - 1 to add a line and one to trade in. Josh said there was a promotion where we got charger, case and screen saver at no charge and we would be charged taxes on two phones for about $400. When I got the charge in my credit card it was $537! Both my BF and I heard the same thing for the free promotion. There was no itemized receipt in my Verizon App and was told by Verizon on the phone I had to go back to the store since it was a 3rd Party retailer. The second screw up was my third phone. I was told I didn't have to trade in my phone when we went back to pick it up. Also told the free promotion for the trio of accessories no longer available. When I called Verizon I was told I had to turn my phone in and had to go to the store for my itemized receipt. Austin - store manager said he needed to train his folks who were fairly new and they had to over disclose. I suggested they show the itemized charges to the customer. His solution was that we return all accessories for a refund but I had already given my son his phone & accessories and he lives far away. Austin also admitted that their execs pushed for sales. I will definitely not be back. But BEWARE if you do go in and ask them to itemize everything. read more

- strange display of phones with stickers and no software - We wanted to check out the Samsung fold, but theirs has a weird sticker on top instead of a screen protector, and it felt more like a toy than a toy. We didn't ask for anyone and we were just gonna leave, but a staff came over and asked if there's anything we need help with, so I asked him if they have an actual model of the phone that we can check it out, then he said it is the actual model. I then explained there is nothing or no software in there, then he said they can't afford blah blah blah (I lost interest listening to him at this point), so that was it. It is strange to display a phone with a strange sticker on the screen which doesn't resemble the real phone.. and you gotta check out the buttons and everything before purchase, not sure why displaying a toy would do any good... read more

New Manager Ryan is Doing the Work! I had an interaction with Verizon Corporate but the Factoria Verizon location ultimately came through and helped me out. Ryan went above and beyond to ensure I got my phone credit and will help me save $700+ dollars. thank you! read more

Horrible customer service and messed up billing big time- have had to go back in 4 times to fix issues with setup and each time have to wait a minimum of 45 minutes before even being acknowledged... read more

Came here just to get a new SIM card, and like many others, experienced poor customer service. Thankfully, the task I needed done was simple with basically no room for error, but the employee who helped me was obnoxious. He was arrogant and condescending (he said, "5G is just marketing...it doesn't mean anything"), then he became combative when I challenged the accuracy of the information he was giving me. Insecure much? read more

Came in for a new phone and the employee who helped me was very nice and efficient. The reason for my review is because of two things. First of all, whenever I've traded in my old iPhone for a new one I restore the new one from a previous iCloud backup. The employee didn't give me the option of doing this, and I don't know what he did to my phone but only half my contacts copied over, all my apps were gone and had to be re-downloaded, etc. I asked why my phone contents weren't the same as before and he told me to wait 24 hours? Or I would have to re-do that myself. Once I got home, I erased the phone myself and restored it from a backup and everything was fine. Not sure why he didn't just have me do that in the first place. Secondly, and more importantly, as soon as I left the store I got a notification that my phone wasn't activated. Sure enough, I wasn't able to make phone calls. I went back inside and told the employee who was helping me, and he said to give it 24 hours? I wasn't comfortable leaving the store with a phone that didn't work but they didn't really give me a choice. All night I was unable to use cellular data at all. As such, I couldn't call customer service or anything like that. My mom had to go to her local Verizon store and FaceTime me to get me help, and that gentleman figured out immediately that my SIM card was wrong. I'm very disappointed that I was sent home with a phone that didn't work and nobody checked the SIM card. It was ultimately an easy fix but the whole experience was a huge fiasco. read more

I've never been insulted quite like today. The rep, Louis was exceptionally awful. He was the only employee there and represented the worst of what a rep should be. He admitted to intentionally misleading me and simply wanted me out of the door to talk to his friends. I'm still fuming over this but went to a corporate store soon after and purchased my phones. Verizon appears to have no quality control over its retail stores. Look for their corporate stores. read more

I made an on-line appt at the Factoria store for today, August 7th, 2022 at 12:00. There were other times listed from which I could choose but I needed to get in right away and this was the soonest. When I arrived for my appointment, I was surprised to see the store is closed on Sundays. Someone at Verizon needs to make sure their websites are up-to-date so consumers don't wast their time driving for an appointment that doesn't exist. It was a ridiculous waste of time. Carmela Gellos Bellevue, WA read more

DO NOT!!! I repeat DO NOT come to this location!!!! Terrible customer service. AVOID this location at all cost. I came in at 6:50pm and was told to wait. I asked what time they close and he said 7pm. He advised he will stay after to assist me. I received a text message confirming my check in at 6:50pm. The text said, "You will receive a text message when it is your turn to been seen." We are not allowed to wait in the store so he suggested I walk around, wait for the return text message and come back. I never got a follow up text. At 7:30 I came back and the guy turned off the lights. He saw me the through the glass. I knocked on the glass door and he did not bother to acknowledge me. While standing outside in the cold, I called twice and he refuses to pick up. Its is now 7:41. He closes his register, located in the middle of the store and walks towards my direction. He walked towards my direction only because there is another door where he stores his register from the end of this day. He enters that door and completely ignores me. This is AWFUL customer service. If he couldn't help me, he could politely say "I'm unable to assist you, please come back tomorrow." Why offer to stay after, make someone wait 50 mins and then ignore them. Accept accountability if you make a promise. If you are the store manager or owner, you have terrible employees representing your business. I urge people to go to another Verizon location who cares about customers. Support another store. The Verizon store located in the BELL SQUARE MALL has friendly reliable service. Their phone number is (425) 637-8369. Take your business elsewhere. Spare yourself time and inconvenience. DO NOT COME HERE! read more

Cory was outstanding, in all ways! I had an issue with my iPad, and he went above and beyond to help me out. Thank you Cory for being professional, patient and helping to solve my issues and problem. Great job. Much appreciated- read more

Great experience with Cory and felt prioritized over what might have been best for Verizon instead of for me.

I came in to purchase a new phone. There was only two employees working on a Sunday afternoon. One was with a customer. The sales person helping me stopped in the middle of helping me to answer the phone, I understand the need to answer the phone however to neglect customers standing in front of you to answer a million question phone call is completely unacceptable. Tells me I HAVE TO SHIP MY PHONE TO VERIZON. This is some of the worst customer service I have ever received. Now they are manually entering my credit card information; which is extremely shady an unprofessional without having someone sign a privacy statement. I do a lot of business with Verizon and will never come back to this store. I would give less stars if I could. Jay and Javier are two of the worst customer services reps I have met in my life. read more

I've emailed Taryn numerous times just for a receipt and have never gotten a response. When I purchased the phone the debit card machines were down, my only option was to go to a ATM machine. I had to go to the store twice to pick up my order. Verizon and this retailer made the process very difficult. I was told one price and charged another. It was a bait and switch and no supervisor can do anything. The standard line is this is our policy. Verizon doesn't give their employees any room to make things right. The individual associates I worked with were great especially Ethan. read more

The Verizon store in Factoria moved us from an unlimited Family Plan to an unlimited Business Plan with the assurance that our monthly bill will be reduced and we will get Disney+, Hulu and ESPN+ for free. When we tried to initiate Disney+ via the Verizon business app, we were told that Disney+, Hulu etc are not part of the unlimited business plan. Even though a misrepresentation was obviously made, we were told that it is too bad and they are sorry. Very disappointing! read more

Fairly good store. Needed a new phone case a few weeks ago and they didn't have it but they've got good customer service.

David and Dallas at this location are super helpful, knowledgeable, and all-around great guys! My family had a great experience at this store and would not hesitate to recommend with full confidence! read more

I was very happy with the time and efforts that Tayren put into our visit. She was amazing and seemed to have our best interest at the top of our conversation. Thank you! read more

Made an appt. Showed up and there was only one person working and a long ling. Another person show up and send who's next. I stated we had an appt, she stated they don't go by appts, first come first serve. Why do they allow appts? WHATS the Point???? read more

This is a review for the Verizon store in the Factoria mall. I walked in with 2 employees and only another couple needing help. One employee was on his iPad and the other one helping the other customer. I was not acknowledged at all and when I got their attention I was told it would be over 20 minutes to get help. I waited for over 10 and then finally said "Are you serious that I can't ask one question when you've got only me and one other customer and two employees." It was ridiculous I walked out and into the ATT store and was immediately greeted and helped. Verizon get your act together read more

This is not a real Verizon store-beware!! It is a authorized retail store.You will be charged an additional $20 to get your phone-my bad for not asking. The salesperson put insurance on my phone-I told him multiple time I did not want it and I had Verizon dollars I wanted to use-he told me they were applied against the$30 upgrade fee-shockingly, they were not applied. Do yourself a favor and go to a real Verizon store. read more

Came in today to add a new phone for a work line. Unfortunately there were some problems on Verizon's end. Bile (pronounced Bilay) called customer service on my behalf and made sure they did everything correctly, spent probably 1 hr helping me. By far the best customer service I've ever had at a phone store. Ask for Bile if you're coming to this store! read more

This was quite possibly the worst retail experience I've had in my entire life. I ordered and paid for a new phone online and stopped by this store at ~3PM on 10/24/20 to pick it up expecting the pick-up process to take no more than 3 minutes. I arrived at the store and the two associates there were assisting two other parties. I let one of the employees there know that I was just there to pick up an order and they asked me to wait outside until one of the employees freed up. I ended up waiting over an hour just to be assisted but that's not even the worst of it. After the associate looked up my order and got the phone from the back room, he refused to give me the phone because he wasn't able to complete the pick-up in their system. I provided him my ID, credit card used to purchase the phone, MyVerizon pin number, email receipt, all of the phone numbers on the account, literally everything he could possibly need. I even called the account manager on my account and had him make me the account owner and logged into MyVerizon right in front of the employee. I changed my MyVerizon pin number right in front of him and he still said that it's the wrong pin and that he can't give me the phone. This went on for over an hour with the phone I had already paid for sitting inches in front of me. At some point he got his supervisor who couldn't figure out how to complete the pickup either. The two of them spent at least another half hour trying the same things over and over again. This whole time I'm standing patiently by but absolutely seething inside, honestly about to just grab the phone and walk out the door. Eventually they realized they had grabbed the phone for the wrong person! The sheer incompetence of the staff at this location was astounding. I've never been so closed to flipping out at a retail worker or anyone for that matter. What was supposed to be a quick 3 minute errand ended up being an incredibly frustrating 2.5+ hour ordeal, one so memorable that I had to come back and write a review almost a year later. read more

Simply the least place you ever want to go for any business! I'm so regret having my phone upgrade done here. I paid for the tax and all the fees on the same day I put down my order, but they did NOT put that into their record!(However, they did remember to charge my card for all that) I also repeated that for many times that I DO NOT want any additional line into my account! When sale representative told me I could get a tablet with my upgrade, I asked him if he's adding a new line for it because I would NOT accept the tablet if there's additional line, and he assured me there's none! I only need to pickup my phone when my order's ready since I had paid all tax and fee. When I came pickup my phone, the sale representatives were RUDE and Totally NOT HELPFUL. The manager was THE SAME like her staff! They Could Not find the record I paid for the tax of the phone (because they DID NOT put into their system)! They kept saying I didn't pay for it until I showed my card transactions showing I Did pay for everything! The sale representatives also said I was using "FAKE NAME " on my order! I don't even know you can use "FAKE NAME " in this country to order and upgrade your phone in this country! Is that even legal to do that?? It's even more unbelievable that exact words came out from the sale representatives working in a mobile store of Verizon!!! I have contacted Verizon multiple times trying to resolve the issue with the adding line to my account because I really don't want any additional line at all! It's such a terrible and awful upgrade experience in this store! read more

David and the squad are fantastic at their job. If you have a small business David and team can get you set-up with a great plan

Bought a new Galaxy 6 the other day! All store associates were very helpful, kind and organized. They explained everything to me (MULTIPLE TIMES), until I understood, went over the pros/cons of each phone I was looking at and answered all of my questions. Did not feel pressured into a sale. My only complaint (partly my fault), would be their verbiage on final bill/accessories. They mentioned that I received 5 accessories with the purchase of a new phone (I thought they meant free), but it really just meant I bought 5 other items and received a small discount. I probably would have bought the accessories anyways, but it would have been nice to have been told what the promotion actually was. Instead, I was confused on the final purchase until I got home and went over the receipt. I suggest having them break down each promotional offer they throw at you. In the end, however, I highly recommend going here (Factoria Mall's Verizon store), for your wireless and electronic needs. Customer service is top notch. read more

Taryn was super knowledgeable and kind with us! Highly recommend her when shopping at Verizon!

My wife and I switched our Phone plan to Verizon. We came into the Factoria store and were greeted by Taryn. She was awesome! We knew that it would take awhile to switch plans, she did a great job navigating through all of the steps! read more

The first time I went, the service was great! I went to get a smart watch for my kid, and a tablet as well. Because the tablet was for my kids, I wanted to get a good kid's case for it, but they didn't have any in stock, so I had to order it. This was December 29th, 2016. I waited a couple weeks for it to arrive, then I went back to the store on January 11th to find out what happened. Apparently, it went to the wrong address, and I would have to pay for it again in order for them to order it again, and then they would credit the second payment back to my account. I didn't have the money to buy it again, so I decided to come back on Friday, when the manager would be in. Came in again on January 13th, and talked to the manager. He was super polite, said he'd order it for me again, and I wouldn't have to pay for it again since it was their mistake. I wrote my correct address on a sticky note for him to make extra sure, and he said it was being overnighted for the inconvenience. I called the store the following week, and they directed me to call customer care because they didn't know how to help. Customer care verified that the order was sent to wrong address AGAIN! They said they could order it again, but I'd have to pay for it again, and get a credit on my account. I don't exactly budget for this kind of mistake, so that wasn't an option. So I went back into the store on Friday the 20th, where I was told the manager would call me. I called a couple times the following week, and got the same run-around. On Thursday, January 26th, I called the store, got the run-around, and so I called customer care again. I just wanted the thing I had paid for nearly a month prior. Customer care got a hold of the store manager for me, and the store manager told me that he needed to talk to his district manager. They were either going to order the case again at no cost to me, and have it overnighted to my house, OR they were going to credit me back for the original case I ordered, and have another case overnighted to the store for me to pick up. He was going to call me back the next day. No calls. I didn't hear from the manager, or the store, or anything. I decided to call today to check on things. I was informed that the rep at the store had no record of anything past the original order in December (what?! Didn't they say they had ordered it for me multiple times since then?!), and that I could (you guessed it) pay for it again, get a credit to my account, and have it re-ordered. I asked to speak with the manager, and was told no, because he'd just tell me the same thing. I asked to speak to the district manager, and was told that I wasn't permitted to contact him. So I called customer care. Not only could customer care not find any record of any orders after the very first one, but they couldn't even see the details of that order, so they couldn't see which tablet case was ordered or how much it cost. They then informed me that the tablet I had didn't have kid's cases in the first place. The guy at Verizon customer care was pretty great, though, and he was able to take care of me fairly quickly. He told me a few things. Verizon authorized dealers (like this one) are renown for making these kinds of mistakes all the time. Only Verizon stores that are run by Verizon are reliable (and at the very least, customer care will be able to see everything they do or don't do, so there is more accountability). He recommended the Verizon store on Gilman Blvd, and the one in Bellevue Square, as the nearest actual Verizon stores. These guys dropped the ball a lot with this order. It should have been simple and easy. They wouldn't even admit that they made a mistake! They acted like I was an inconvenience every time I tried to get it cleared up. I paid for a thing, I did not get the thing, they did not fix the problem even though it was their fault. I gave them over a month and several chances. That says it all. read more

Awful customer service and sketchy business practices. First of all, I don't think this is actually an official Verizon store. It's an authorized third party retailer. This explains why they try to tack on completely bogus and unnecessary charges. They charge what they call a "mandatory" $20 "Set Up & Go" fee, which they try to pass off as a standard Verizon charge for a new phone. However, I called Verizon, and they said there is no such standard fee. It was only after I pushed them to explain what this fee is that they told me it's the only way you can set up a new phone, which is completely ludicrous because the software on a new cell phone AUTOMATICALLY WALKS YOU THROUGH THE SET UP ON ITS OWN. They are literally claiming a standard charge for something that both your phone does on its own and that Verizon will do for free! The service is rude and incompetent. My initial charge for my upgraded cell phone should have been only sales tax (~$68), but twice, two different sales people tried to charge me $200. Why? Because they claimed that the phone "came with" a bundle of extras, like a charger, case, screen protector, etc., and that the initial payment would be $200. They made this sound like it was all included with the phone, which cost an initial $200, rather than extra options that cost above and beyond the phone. And when I pointed out that I didn't need those extras (knowing I could buy what I needed individually, and for less), the sales person was sarcastic and condescending. On top of that, they don't seem to know how to work their own POS systems. I waited around for nearly an hour just have them ring up a phone and, unsuccessfully, try to figure out how to sign me up for a promotional offer. When I pointed out that this was taking an inordinately long time, I was told that this was the "typical" amount of time, even though it was clear that the delay was simply because the sales person didn't know how to find the information he needed. (Ultimately, it ended up that both sales people were misinformed about the promotional offer, anyway.) read more

They are not helpful at all. I came in to upgrade my phone so it could work in Canada because I had been spending a lot of time there. So I had to change my plan to a worse one so I could get a smartphone because basic phones were no longer supported in Canada by Verizon. Turns out the phone he sold me didn't work in Canada. The advice they have me was to sell it and buy another... They made a huge mistake and did nothing to fix it. I had to pay over $200 in shipping to send my phone back and get sent a new phone. Spent over 8 hours on the phone and they wouldn't even reimburse me unless I bought another phone in their store. Just to get a slight deal on it I had to go through all of this, and this was all because their employer messed up. Worst customer service ever. Go to any other location. TL:DR They messed up and gave me a phone that didn't work in Canada. Which was the only reason I went in. After $200 in shipping, 8+ hours on the phone and over a month without a phone, I got a small discount to buy another... AVOID THIS LOCATION! read more

My wife and I went into the store to get details from them to close out our account and make a change to another carrier. We Met with David R., and explained what we were looking to do. He was quickly able to provide exactly what we needed but he also asked if we were interested in taking a look at options to stay with Verizon. Long story short, David was fantastic to work with, and was very sincere in his desire to retain a customer and not in the usual used car salesman way. My mind was made up to move on, and I'm not one to change back usually, but David laid out the options, found some savings to match the two other carriers we had quotes for and made it worth while to stay. Verizon itself has its challenges, as a customer for just shy of 15 years we have seen its ups and downs in providing service. I live closer to another store, but I will drive out of my way to work with David going forward. He is a huge asset for certain. read more

My experience was terrible. They were super nice and friendly, tried so hard to complete my account but opening up the business account was a disaster. We spent almost 10 hours and was unable to confirm my account was activated. Finally we had to go to the corporate Verizon Bellevue Square to resolve it and confirm my account is activated. In this era, we couldn't believe how it was handled. read more

Received new phones in the mail through the loyaty program. Was having a terrible time setting up the phones. Brought them in and Caleb solved all my problems. Caleb was super sweet and patient with me. I am not great at technology and he did not make me feel stupid. I was able to get everything taken care of quickly. Had a fun time talking with the other employess as well. Janice and another gal (can't remember her name). Will definitely go back. Never knew this location was there. Not too visible from the street. read more

I just upgraded my new phone with Cassie last week and she was so patient with me through the process. I've never had such a good experience. The whole time she was smiling and talking to me about my life and I felt very welcomed. I left with a brand new phone and ended up saving money on my account as well. Definitely going back to her when I need another phone read more

Warning! Check closely when you go into a Verizon store, make sure its not an "A Wireless" which is an authorized reseller, not a verizon store. I am very upset about my experience there. I didn't realize they were not a real Verizon store until it was too late. I was suspicious because they seemed more disorganized and ad-hoc than a Verizon store. They pose as a Verizon store with official logo out front and Verizon logos on their shirts, but they are a poorly integrated reseller that apparently makes all their money off accessories and up-sells. Here are my complaints: - They kept trying to sell me accessories, case, protector, an iPad, a wireless hotspot... - They couldn't transfer my old number number to the new phone, I had to do it on the web - They charged me a $20 "set up and go" fee IN ADDITION TO verizon's $30 set-up fee. I didnt catch this at the store and when I called back to ask they said it was a standard verizon charge for setting up the phone in the store. I called verizon and they said its NOT a verizon standard charge and they dont have control over what resellers charge. everyone else does this free as part of the sale. So it was a total of $50 to turn on my phone! - They added an $11 per month "Total Mobile Protection" service without asking if I wanted it or needed it. It wasnt mentioned on the receipt. At the end, I clearly asked exactly what will be on my monthly bill. They said the $10 extra line fee and the phone finance payment. they didn't mention this insurance policy. When I called back they said this was also a standard Verizon charge that gets added automatically. When I called verizon, they said it is an option that resellers control, and it should not have been added by default, so A wireless must have added it. If I hadnt noticed this on the verizon website, I would have been unknowingly charged for it every month. - They promised me that I'm eligible for a rebate but didn't give me the information I needed to apply for the rebate. After applying for the rebate and getting rejected, I called verizon to complain they took pity and gave me the rebate anyway - The whole thing took way longer that it would take in a real verizon store. After all that I had to wipe the phone clean and start over when I got home because it wasn't set up right. Then I had to contact Verizon to transfer my number. read more

Absolutely horrible customer service. The employees were rude and reluctant to help us. They told us the trade-in value for our phone was $170. However, when I ended up going to a legitimate Verizon store, I was offered $200 as trade-in. This is an "authorized Verizon retailer" and not an official Verizon store. Don't waste your time. Go to a proper Verizon store and be treated like a valued customer. read more

Honestly, loved these guys when we signed up but quickly learned that they had been so nice and 'accommodating' because they wanted a sale. First of all, they signed us up for the most basic plan (unknowingly to us) assuring us it would fit our needs. We told them we use our phones for internet and streaming. When we had multiple problems after signing up, customer service informed us they put us on the basic plan that is really for older people that just use a cell phone for emergencies. This caused us to have to change plans costing more money. Thankfully the reps on the phone offered us a credit for a few months but the people in the store put us on this plan because we were a hard sell - I had told them I'd been quoted multiple prices with Verizon and we couldn't afford them but they assured us they could. We live about an hour and a half from the store we purchased at. After getting home I reviewed our receipts and found an extra receipt for $70. I sent my fiancé back the next week after finding online it was this retailers form of insurance. They did not mention this to us at all, we didn't ask for it and I never signed up for it. Thankfully they refunded us but I felt completely swindled. I'm sure not everyone checks their receipts and I can only imagine how many people they add this too without them knowing. Lastly, they set us up on a payment plan for our accessories without really explaining how it worked but assured us it was a good deal and they'd be free. (Shocking, everything you have to sign for this place is on a tiny screen in small print and very difficult to read). We got our gift cards (that I'm beginning to believe were a promo from Verizon but they didn't tell us that so we'd think we got accessories for free) and today when those finally came in the mail and I went to pay them off they don't work on the website and I can't use the money towards what I'd already paid. I'm just overall so disappointed with this store and Verizon in general. Our service has been super disappointing and spotty and this whole experience has put a terrible taste in my mouth. Our first bill was probably $350 with all the fees and we paid around $300 in the store for the taxes etc. on two new iPhone 11's. I cannot believe how much it cost. I wish I had trusted my gut and gone to a corporate store because at least I know they wouldn't lie to make the sale. Terrible business practices! read more

We ordered a phone upgrade through Verizon online and were told we would be contacted in two hours to pick it up at this store. After four hours and nothing, we contacted the store. They told us they didn't have our order yet. We contacted Verizon and they confirmed the order was complete and the phone was waiting for pickup at this store. We called Ethan at this store again and were told it was there and to come get it (now five hours later). Upon arrival at the store, I had to wait 1/2 hour just to get help in spite of six employees on duty at the time. When I finally got to talk to Ethan, he wasted another 10-15 minutes logging onto his I-pad and checking our account, but still not bringing me my phone. He finally came over with the manager and explained that 2 1/2 hours after I ordered it, they sold my phone to a walk-in customer. I asked why they didn't instead contact me to come pick it up as promised by Verizon and all I got was a blank stare. They said I had to cancel my order and reorder the phone to get another one - they had plenty of the model I ordered, just not the one with the serial number tied to our account and this order. I walked out in disgust, never receiving an apology and then my wife spent two more hours with Verizon straightening out the mess they created. Phone is now being shipped instead and I'll never return to this store again. read more

If I could give this company -5 stars I would. They won't cancel service in the store. They will only let you buy things. Don't bother calling customer service either. I spoke with a supervisor named Veronica in California. She couldn't even find the account. Useless. read more

Cheats vulnerable customers. A SIM and HUM that didn't work were sold to my teenage daughter. When she brought these back the next day, not only was she not given a refund, she was charged a $12 re-stocking fee. She asked to cancel the account and the store salesperson said it was cancelled, but two months later we were surprised to get a bill for $269.49 because not only had the account NOT been canceled, the SIM had been reassigned to another phone!! To get most of the fraudulent $269.49 bill cancelled, many phone calls to Verizon were necessary, which was torture because Verizon's robo-phone system kept routing me to delinquent accounts rather than cancellations, calls kept dropping and no one who said they would call back did so, so the account is still not cancelled and Verizon says we still owe some money on it! Because they say this re-seller "Victra" is not actually an official Verizon store, Verizon also won't take any responsibility for the defective SIM and HUM, and apparently the "Victra" store won't make refunds. BTW there is very seldom any "manager" in the store even though I called to check one would be there just before going in to try to resolve it in person. Verizon will not take responsibility for the account cancellation having failed either, because the store isn't a legitimate Verizon dealer. We wound up paying for nothing at all and spending hours on the phone with no satisfaction. read more