Reps try their best but management is apathetic and rude. Andrew was as helpful as he could be, and is the only reason this is not a one star review. That said, the two managers on staff ignore customers, are dismissive of problems, seem as frustrated with Verizon as I am, and are not useful or helpful. Thank you Andrew for trying your best and I am sorry to see you report to such rude and uninterested managers. Updating from two stars to four stars to reflect a very positive experience with Christian, Senior Manager. Finally! Some competency from leadership at this store. Christian is fantastic and took my problem into his own hands to solve it on my behalf, rather than outsourcing work to me like the other two "managers" I interacted with. I would suggest frankly exclusively going when Christian is working as the store appears to be a very different experience. read more

So rude. Asked me unclear questions and then acted like I was dumbass when I was confused. Sarcastic workers. You need to fire your current employees because wtf. I've had bad experiences with multiple workers there. read more

horrible and rude. went to buy data not realizing they no longer offer that service. Rather than simply inform me, guy takes my money anyway and then tells me they no longer offer the service I was seeking. well then please refund me..they refused...then Joseph threatened to call the police on me if I didn't leave the store. I called customer service and the agent was able to provide the service I sought to my satisfaction. they were all so nasty and hostile that I filed a complain while the agent was on the phone. when she asked for their names they refused to give me their names but I had already scoped Joseph's, very, very nasty guy, name tag. I was nearly 2 hours late to work for a service that required only 10 minutes to achieve. after many years with Verizon..I'm thinking it might be time to call it quits. my very first negative review. read more

This store is a joke. If I could give ZERO stars, I would. My husband and I ordered new phones and switched to Verizon over the weekend from another location and were going into the Harvard location to pay for data transfer assistance. The manager and woman on staff treated us like an inconvenience (in an empty store), gave us misinformation on transfer costs and policies and bad-mouthed the other Verizon location that sold us the phones and service. I asked about how long the process would take and was given a very vague answer that made it seem like we would be doing a lot of the work ourselves--even though that's why we were paying for the convenience of the in-store service. DO NOT GO TO THIS LOCATION. We will be escalating our complaint to corporate so others don't have to deal with this utter nonsense when it comes to customer service. read more

I was having a service connection issue with my brand new iPhone 16 and Stephen was an absolute wizard at solving the problem when not even their highest tier tech support could figure it out! Phenomenal customer service. read more

If you go, ask for Stephen Corliss. I recently had several very pesty issues with my I phone (it had a technical problem and was shutting down) and had already been to the Apple store. But the real help came at the Verizon store in Harvard Square. He helped me access the insurance I wasn't even sure I had any longer, downloaded everything to the new phone - with unwavering patience, calm, and know-how. read more

Had to come in due to an issue with my cellphone not connecting. Worked with the blonde woman who was extremely rude and did not explain anything. She at first told me I could have my SIM card switched then told me that they would be shipping me a phone. I was given no explanation as to why. She then asked for my shipping address and I was telling her that it was different from the one on the account and she mocked me and said that's why she asked. I am a new student in town and am not familiar with the landscape nor do I have my mailing address memorized yet, and she mocked me further about going to Harvard and not knowing my address. Then I was not told that I could have picked it up, I was not told shipping times until I was standing above the payment center with my phone on tap. I was given like zero time to process that and to ask questions and then once I did, she told me the shipping could not be canceled and proceeded to argue with me. I have never typed out a negative review anywhere for anything, but neither have I ever been treated so dismissively or unkindly. Will make sure that I never come back here again. Do not know what was going in her life to make her so genuinely miserable and unpleasant but I hope she is able to heal and treat others better. Other employees looked uncomfortable but refused to intervene. Asking my parents to reconsider working with Verizon because I do not want to have to come back here ever. read more

These guys went way out of their way to help me and I appreciate it. Best ever! I bought a new phone and it was having trouble transferring information and these guys literally took hours to help me get it fixed.! read more

Lisa M. Was a phenomenal help with getting me on an upgrade and a new phone line. Super knowledgeable and was a swift experience I highly recommend you come to this location! read more

I went in with an issue with getting the iPhone 16 but two employees Andrew and I think his name was John were able to solve the problem. They were very professional and knowledgeable! Great job! read more

I had an excellent experience. Stephen did a great job of showing me the best options for trading in my phone to get the best value. Make an appointment is the best route to get speedy service as they do get rather busy. At some point I'll go with my wife to get her upgraded with the great promotion they have going on currently. read more

Abrasive salesperson. Made it a terrible experience buying an iPhone from here. Knew the product that I wanted, so it should have been easy in and out. Instead, got harangued, in part for not getting the extra products to go with the phone that she recommended. read more

My initial complaint was about not being able to telephone and reach anyone in the actual store, because the call was routed to a national level Verizon customer service center. I wanted to speak to someone the store to explain that my broken phone would not allow me to follow the pre-appoiment requirements listed in my appointment confirmation. As it turns out after some brief confusion, I was able to get into my appointment fairly easily. A gentleman (who seemed to be the manager or floor manager) came to the door and let me in since I had an appointment, and asked me to wait. After 5 minutes a sales rep approached me, "verified" my account, and I had a good conversation about phone options and price ranges. I left to decide which phone I wish to select and will return at another time to purchase. read more

Bought a new phone from James 11/7/20 after short wait outside because of Covid occupancy limits. He assured me that all my old apps would be on my new phone. After some tinkering they were. When process was complete they alphabetized themselves automatically. But I could not manage to apply the screensaver, which requires multiple steps with a few cryptic directions. A kid could do it but I'm not one. Wednesday the 11th waited 40 minutes outside at lunchtime. Finally Anderson came out, took names and.needs. Came back in a few minutes, took my phone inside, applied the screensaver, brought it out to me. Anderson deserves a raise, a perfect ten for customer service. Mike read more

Where I'm coming from when writing this review: I am a longtime Verizon customer. This is currently the closest store to my house, though all previous experience with Verizon was at stores in California. I have pretty negative feelings about this store. I chose to rate it 2 stars instead of 1 because, when employees work for commission and you know it (as is the case for every cell service store), you can't blame them for trying to make a buck. That being said, I've worked in sales. I think that honesty and making a sale are not mutually exclusive. And I've been to this location 3 times, interacted with 4 employees, and feel like 3 of the 4 were a combination of: deadpan, apathetic, brusque, pushy, and dishonest. What YOU need to know if you come here: They'll use every tactic in the book to get a bigger sale (again, to be expected, but there is a WAY to do this without being snaky) - If there is a line, they'll ask your name and what you're coming in for. The bigger the potential for a sale (say, you came in to get a phone versus to get some tech help on a faulty product), the faster they'll see you. The order of arrival does not matter. - If you are buying a phone, they'll say the one you are buying is the "last on they have in the store". Sense of urgency. Clever, but a lie. - If you're there with a friend, they'll try to separate you. Our sales rep actually told the person I was with to sit on a bench in the corner while he talked to me. This is smart because as he makes his sales pitch, it reduces the likelihood of you consulting with someone else to get some perspective. Divide and conquer. [If I ever go clubbing again and try to pick up a date, I will use this tactic. And wear really tight leather pants and a medallion and probably face charges of sexual harassment 15 years later.] But back to sales: clearly this is a effective strategy. - They will not tell you the price of the phone flat out. You will have to ask multiple times, and repeatedly hear how much you are to pay every month (without knowing how many months you're expected to pay). Please just tell the customer what they're asking instead of obscuring information intentionally. - The cases are all marked up at least 200-400% of what a case should cost. They will always try to sell you a case. If you ask for a discount, they will say "the price is set in stone." This is simply not true from my experience at other Verizon or cell provider stores. It is a sales tactic, and a lie. - They will try to sell you a screen protector for $40. The same product costs less than $10 at plenty of reputable cell accessory sites, companies and stores. The justification is that you have warranty for life. I would rather buy a product that does the same thing without the warranty because if you like to upgrade every 2 years, the likelihood of your screen cracking on THIS phone covered by THIS screen protector warranty if you have another protector from somewhere else is slim enough that paying for a screen repair should you need to will cost you $50 down the road. Just $10 more than it costs to buy this guaranteed screen protector. - When I came in, I heard another customer complain that when she typed, the phone would jump around and misread what she was inputting. The only friendly agent at the store said to her "Yes, that can happen sometimes with screen protectors, particularly as they wear over time." When I went up to return my screen protector (because I did get suckered into buying it) and explained to the other agent that I was experiencing the same thing - I'd type and a completely different word would show up - she said "First time I ever heard of that happening." BUT HER OWN COLLEAGUE LITERALLY JUST SAID IT TO ANOTHER CUSTOMER. Plus, I'm telling you now. Be gracious if a customer is unsatisfied with a product. Your transparent dismay that the $30 commission is now being lost is really not part of a positive customer experience. - I also said "I think I prefer the film screen protectors." This is true - I like the feel better. The response? "They don't make those anymore." LIE! Why are you lying? Anybody interested can find (for $8) an IQ Shield Liquid Skin screen protector online. I really don't have anything good to say about this place, I suppose. What a bummer that this is the only one nearby. read more

One of the worst experiences. The older woman who assisted me had a very bad attitude. I came in hoping to exchange my phone as it was cracked and not working on one side. As I explained to her my situation, she was very aggressive and was full of snappy remarks. Not the kind of care I was hoping to get, or better yet expecting to get as that type of business works one on one with people and employees should show more courtesy and sympathy. She would make faces at me as I talked, clearly very annoyed. I was nothing but nice to her as I explained my situation. I ended up just leaving, unsatisfied, but I could not take her attitude anymore. Very, very disappointed. Someone like that has no place for that environment. 1 star would not be my actual rating, my rating would be 0. But unfortunately that's not an option. read more

Personal experience- If you are going to Verizon (because that's the only choice you have) I do not think this is the right place because someone might rip you off. Not everyone in this store must be like that, but the one I met was. This is my personal experience of being scammed- and didn't know a thing until I went to another Verizon outside of Boston to add another line on my account. Let's start off from the beginning: A few weeks ago, I came into this store because my phone was dead for a couple of days and I needed a new phone. The employee who "helped" me out told me that they are offering a student promotion- giving away FREE airpods, case and screen protector upon upgrading and trade in your device. Who doesn't want a free airpods, right? I told him that I already have airpods, but I guess I can get it for my boyfriend instead. Well, later on- I was told that I can't get screen protector for free anymore. It didn't really matter at that point and I walked out of the store with a free airpod, new iphone and a case. Yesterday, I went to another Verizon store to add my boyfriend on my account and upgrade his phone. Weirdly, they didn't offer FREE airpods, case and screen protector. Then I finally heard that those *free* items were paid from my phone trade in credit- without my authorization and knowledge. On the day when I switched my phone, the employee kept on asking to see my email to do "something" (he literally said that), and I gave him my phone without much understanding. Now, I learned that he used my credit for trade in by going into my email account. Is this really free? Absolutely not. He straight out lied to my face- and used my credit without my knowledge and without informing me anything about credit. I went back to the store today and had to rectify this horrible event with the store manager. Well, her opinion is that this entire situation is simply "misunderstanding" and "miscommunication". She demanded my supposedely free airpod and case back for return to restore my trade in credit. Absolutely not, when I already gifted that airpod to my boyfriend, and already using the case- which was offered for free. I had to explain to her, how terrible this incident is and that this is not just "miscommunication" and "misunderstanding" This is called ripping off someone who doesn't have much knowledge in Verizon's trade in and any promotion that's going on. Since there's a lot of foot traffic in the area, with a lot of tourists and international students- I can see how he could have made some money. At the end of the conversation, I don't think she understood how serious this matter could be. An employee of their store breached my personal information, and my credit to increase his sale without my acknowledgement, and "miscommunication" cannot cover this up. I had to nearly urgue with the store manager for my credit back with the right amount. What he did is absolutely messed up, and I am horrified that the manager was only trying to cover him up by saying "miscommunication"- avoiding to admit his wrongdoings. read more

I went in very concerned because my contacts from 3+ years were gone and I wasn't receiving all my texts on my new iPhone. Two helpful staff knew exactly what to fix and within a few minutes I was on my way with a perfectly functioning phone. read more

I'm not a a proponent of "The customer is always right". However, treating the customer as if they are completely wrong and unjustified in feeling completely ignored and blown off is totally unacceptable. Ganging up on a customer isn't in the "play book" either, I would imagine. From the moment my name was called (they put you in a queue until someone is available to help you), it went south. I stepped right up to the counter, described the issue with the Apple Pencil we had purchased from the Verizon website in mid-April, making it 11-weeks-old, and before I could finish my sentence, the customer service rep was helping the couple next to me who were exchanging their phones. Bear in mind, he had been involved with this transaction prior to his calling my name. But, when they're swapping out a pair of $1k phones and I'm bringing in a $100 accessory, guess who's getting the attention? He, the rep, would tell my daughter to log into her iPad so we could take a look. Then, he jumped right back to the folks getting new phones for a couple of minutes. He'd come back to us in a "Now, where we?" manner to have us go to 'Settings' and such. No joke. He'd spare 20-30 seconds at most with my daughter and me while he would then bounce to the chunk of counter space next to us to spend 2-3 minutes with Mr. & Mrs. New Phones. Another associate came to our aid to check on the Apple Pencil by bringing out one from the store. Sure enough, his pencil worked like a charm and ours was still belly-up. The original rep suggested that our pencil simply needed a new tip and the iPad a new screen protector. Um, no. I said politely, "Why don't you try swapping the tips from one pencil to another and testing each pencil out?" So, they did. Again, their pencil worked like buttah. Ours, was no less dead than when we first arrived. Oh, it had a full charge and was connected via Bluetooth. It just didn't work. The original rep asked my daughter to unlock her phone so that he could call Apple tech support. Wait a sec. I spent over an hour on the phone with Verizon less than a week before coming into the store and they told me to go to the store and to not go to an Apple store, so why are we now calling Apple to bail us out?? After waiting for almost 5 minutes and spending another 6 or 7 minutes on the phone with a very pleasant woman at Apple, she told me that I'd have to bring the pencil to an Apple store...........even though a Verizon rep specifically told me to not do that and to go to a Verizon store. The call concluded and after the Verizon rep was finished with Nancy and Nathan New Phones, he disappeared into the backroom. Wait. You're going to call Apple tech support and then simply hand the phone to me. How very DIY of you. I was pretty miffed. "Why did I even bother coming here?!" raced through my mind. So, I peeked around the corner in the back and the store manager offered a "Can I help you??". I asked him what happened to our rep, who then appeared from behind a closed door. Then, the fun began. By now, I was alone in the store with three Verizon employees; the manager and two techs/reps standing in front of and around me. "Where did you go?! You dialed Apple, handed me the phone and then went right back to helping the couple with their phones! You have totally ignored me since I walked in and I'm pretty upset!" That's when the three of them rolled up their proverbial sleeves and began to treat me like I had eaten my entire entree but insisted in getting my money back. No. "Why are you upset?? I told you I had to help other customers and YOU have me YOUR permission!! So, why are you upset?!" I'm not paraphrasing. I responded with, "You've been helping that couple the whole time, you handed me the phone so that I could talk to Apple and then you walked away!" The manager piped in with, "Look, we're all frustrated. It's been a busy Saturday, so I'm sorry if you felt like you weren't taken care of. We do have other customers." We did a back-and-forth for a couple of minutes. No profanity (unlike another dissatisfied customer who was totally irate not 20 minutes earlier), no screaming match. The younger rep says, "Hey, let me ask you something. What if you bought...." when his manager told him to stand down. I said, "No, please. Finish your thought." He went on with, "What if you bought such-and-such from a store? What? Are they supposed to just give you a new one? They don't make it and we don't make accessories! Apple does!" My response, "What if I bought a Hyundai and had issues with it? Would I have to take it to Korea?!" The manager replied, "You don't buy cars from Hyundai." to which I replied, "Okay, the dealer who sold me the Hyundai would fix it, if it was still under warranty. Yes?" I told them I felt like I was being ganged up on. They wouldn't let me be a dissatisfied customer. To them, I was a belligerent jerk with no cause. Don't go to this store. You're wrong. They're right and you suck. NEXT!! read more

I'm writing this here because this is the store we visited when we were still under the mistaken assumption that Verizon cared about it's customers. We were robbed. We ordered 2 new iphones and an ipad through Verizon, intending to switch our phones to this company. On March 31st 2023 the fed ex driver gave our package to someone else. This person claimed to be my husband and stole the package. We immediately (within 10 minutes of this happening) called the police, made reports with both fed ex and Verizon. Since that time Verizon has refused utterly to believe that we were robbed. We have made countless claims to try to address the issue with both Verizon and Fed Ex. Every Single One of them from both companies has been rejected, even with a police report. We have spent hours at this particular location trying to get the manager to call up the chain for us to get us some help - nothing works. Nobody cares. Now we are being threatened by Verizon, we haven't activated the devices (because we don't have them) and so we are being threatened with being billed for their full cost, and of course the collections word has been mentioned. It doesn't matter how many times I try to get someone to understand that what happened to us, actually happened, was not our fault (the Fed Ex driver is responsible), that we have evidence of what happened, nothing matters. We have filed a report with the attorney general's office, we are also looking at any legal options we have, because this is just nuts. Moral of the story, never order anything online that can be stolen, because if it is, this may happen to you. read more

My phone was out of storage with minimum apps and the battery would only charge to 5%. Lisa served me and I asked her what my upgrade options were. She said I'd be crazy to buy a phone from Verizon and to go to Best Buy and save myself $1000. Seeing as though she did not seem interested in helping me, I did go away and research on Best Buy but I was wasting a lot of time and productivity and still didn't have a phone. I decided it was worth it to spend $1000 to make this problem go away, so I went again today and unfortunately, ended up being served by Lisa again. She said: "The customer who was here just before you bought his phone for $116 from Target." So now she wants me to go to Target!? I explained I wanted to buy something in person and she replied she's someone who shops for everything online, with the exception of occasionally going to TJMaxx. This made me feel put down, but still, I joked that while I could shop for dresses all day, it wasn't as much fun for me shopping for phones. I said: "Can you show me what options you have?" She started angrily stabbing at her iPad and said she had nothing in stock, unless I wanted to spend $800, which I said was fine. She grabs two boxes from the back and starts unwrapping one and I asked if we could check if it had more storage than my current phone. She said she didn't know what my storage was. She said it wasn't in my account and she couldn't find it in my phone's properties. I said it looked like 16 from the settings and she said no, that's not possible. I let it go. I asked if I added my SD card to the new phone, what would be my total storage. She said: "I don't understand what you are saying." Then she raised her voice: "I LITERALLY DO NOT UNDERSTAND WHAT YOU ARE SAYING". I said I was talking about external storage and she snapped: "I know what external storage is, I've been working here for 27 years". Finally, I asked which of the two phones she recommended and she said: "I don't like picking phones for people. So I don't pick phones for people." This had taken 40 minutes and I still didn't have a phone!!! I asked nicely if she maybe had a colleague who could help and thankfully Joe came to the rescue. When Ronnie asked why I asked for someone else I said Lisa was terrifying. He said: "She has anxiety". I agree entirely with John D. of Cambridge. read more

After dropping my Blackberry for the umpteenth time, it finally happened. It straight-up broke. As in, the roller ball and and the entire apparatus that houses the roller ball was gone. Entirely gone, leaving a giant, brightly lit, gaping hole in the center of my phone. Like Iron Man gone all wrong. And what's worse, I didn't even notice at first. There was about a 10 minute, two-block gap between the drop and the broken discovery. I returned to the site of the drop and found the roller ball. I tried to fix it myself. I am obviously not a Verizon technician, because I only made it worse. Fast forward to the next day, walking into the Verizon store. Hanging my head in shame, I showed the tech the glowing hole. Without missing a beat, she said, "I think I can fix that." And off she went with my phone. I waited. I paced around the store. I somehow managed to lock the screen on a Blackberry Storm and couldn't figure out how to unlock it. I walked away. And after fifteen minutes of this, the tech came back with my phone. Fixed. New roller ball. Like the very first day I got it. Thank you Verizon for saving my clumsy ass yet again! read more

It starts with a disaster of a phone tree system where, for instance, I have to enter a phone number for my 'account' when calling the Business Sales department to open an account. After finally reaching them and going through a lengthy opening process I was told to go in to a physical store to verify my identity in order to complete the account. But when I go to the Harvard Square store and talk to Joe (who may be the manager?) and then get back on the phone with the business sales department I am told that was all wrong and I need to verify online. I could have opted to open the account in the store but Joe was such an absolutely rude, unhelpful, and mean person both to me and to the poor Verizon employee who I had conference-called in that I decided Verizon is not for me. 1 star for good technology, lots of negative stars for a company that can't seem to get it's act together and employs people in customer service positions who are the opposite of helpful and nice. read more

Nothing bad to say about this particular location, and the people at it are courteous and sympathetic, (although not as sympathetic as they should have been given how annoying my experience was) but because of the policies of the parent company, dealing with the store is a real annoyance: (1) There's no obvious way of calling the store directly- the phone number given is for a Verizon call center. (2) The Verizon web site may say that the store has a particular item in stock, but according to the clerks in the store the web site does not distinguish between items which are sold and pickup, and items which you can actually buy. So, for example, the web site said that the store had a Galaxy S21 FE 5G phone in stock, but when I made an appointment and went in to the store, none were available for me to buy. (3) The need to make an appointment to go to the store is a further annoyance. (Is this really necessary? Especially for a two minute visit to find out that they can't sell me what the web site says they have available, Information which I could have got from a simple phone call to the store if that were possible.) Verizon has some decent service plans, that's why I'm with them, but their service model is weak to say the least, and you're better off buying hardware somewhere else. read more

I just had amazing, super fast service from a young man named Hervin. I thought I was going to be waiting 15-30 mins, but I waited 3 Mins! Merry Christmas to me!!! read more

Had a really great experience with Dayla. She made sure we had everything we needed and helped us get some great deals. Amazing customer service and very knowledgable about products. Gave excellent recommendations. I also overheard another salesperson helping an older gentlemen while I was waiting and he was so patient and sweet to the elderly man. Everything about this experience deserves 5 stars. read more

I went there to get a new iPhone because it is the closest Verizon store. I left the store, trusting the customer person's words; "We don't transfer your data, but it's very easy. Just put old and new phones side by side and follow the direction." It took me more than 12 hours to get to the activation, which the guy didn't even mention, via a couple of calls to the Apple tech support and another trip to the Verizon store. The second trip, the another customer person, simply told me "that's not my problem, it's yours" when I said I'm having trouble signing in for transferring data. Totally not helpful. By the way, my daughter also got a new iPhone a few days earlier in Charleston, S.C. and she tells me their Verizon store did everything for her until the activation was through, even the transfer of data that took a while. read more

Let me start off by saying I only give bad reviews when my experience was absolutely bullshit. I'm generally a positive, benefit of doubt kind of person but damn today was bad. I'm giving two stars because the other associates seemed kind and compassionate but I would have given one based on person who helped me. My SIM card got stolen and I went through hell all day because the thief got into all of my info and stole all my money. Not just my apple wallet, but my emails, Apple id, and other app logins. I was simply looking for a SIM card. Not only was the associate apathetic but he tried to completely rip me off. It's like he has no conscious. The thief had taken my entire sim card tray. They had already spent thousands on my account. I simply asked for a SIM card and the guy (name is like Ronald or something with a R) tells me that I need to buy AN ENTIRELY NEW IPHONE because of my situation. Apparently he didn't have extra SIM card trays so it was not even a topic. Instead, he told me to buy a brand new iPhone XR with full accessory package. He talked about the Apple updates destroying any version of iPhones prior iphone 8. I'm pretty sure the lady next to me got fucked over as she ended up buying a new phone. Me, being ignorant and trusting, said okay but I had just explained how I had gone through my banks to correct the unauthorized transactions that stole over 8k from me. My bank gave me a temp card which didn't work for the transaction since 200 dollars was a bit much. When it didnt go through, you know what he told me? He told me to go to the bank that had just resolved my issue and ask them to give me $200 dollars CASH from my bank since there was one nearby. "I mean if you have a temp card you should be able to ask them for money." This does not include the 33 dollar monthly cost for the phone. Aside from his lack of empathy, his poor attitude and behavior made me real suspicious. He was rude to his own colleagues, degrading even. I don't use my iPhone as extensively as it could be. Upgrading from a 6s to an Xr was quite a big deal especially in cost when all I was looking for was a SIM card. So instead, I called my sister and asked for her opinion. She said this dude was shady and to look up sim card trays on eBay and Amazon. Lo and behold, I found a SIM card tray for $2.50. Even better, when he came up to me and asked if I had gone to my bank yet, I said hold on and then told him all I wanted was a sim card. His attitude immediately changed. Did you know SIM cards are free and you could by trays on amazing for a few bucks? He could tell I realized he was full of shit and that he was scamming me from the beginning. It's one thing to screw me over but the thought that he was likely convincing others customer to spend a ridiculous amount of money is why I just had to say something. He told a woman next to me that ended buying a new phone that the reason why it's a good idea to buy a new phone is because the Apple updates would ruin and break her phone because her version. She believed him but I could tell she was a bit suspicious. When I told him I only wanted a SIM card, he acted much nicer than he did before. He must have known I caught on and was not going to give him a dime for anything else other than the SIM card. . SURPRISE SURPRISE, SIM CARDS ARE FREE. So guess what? That 200 dollars was bullshit. I makes me so angry when people take advantage of others especially those in need. He is absolutely heartless, selfish, and just wanted commission. He could have easily told me that I could buy trays online or that the SIM card was free. Maybe I expect too much from customer service after being in it for so long, but I couldn't bear the thought of another poor soul being convinced to spend money that they didn't need to. And honestly, if he told me that, I would have come back because his honesty would have been refreshing. I will never come back here ever again because I can not trust him or his leadership. I feel bad for his employees because they seemed like the exact opposite. Do not go to this Verizon store even though it's conveniently located in Harvard. Until Ronald or whatever his name is has been straightened out, he's gonna a screw you over. Beware. read more

The absolute worst customer service experience I've ever had. EVER! Both on a call and in the store. If you want to save yourself the frustration then go somewhere else because they are not there to help you. In fact they will try to ignore you or be rude to you. I called the store because I had a few questions in regards to purchasing a new device. Very basic questions such as "do you have one in stock? or "Do you have it in black?" Every time I asked a question the annoyed salesperson kept repeating my question as if I was an idiot for asking. He also kept cutting me off in mid-sentence to say something that had nothing to do with my questions such as "are you even a Verizon customer?" Yup, he actually said that. Then without saying a single word he put me on hold while I was talking. I waited for 15 minutes and then finally hung-up! The next day I visited the store in-person. I walked in to the relatively empty store and had 3 employees look right at me then go back to playing with their cell phones. One of the customers approached a sales person and asked if he could help her and he literally kept staring at his phone and put up a finger as if to say "in a minute". She had none of it and walked straight out and I followed soon after. read more

While I was visiting Boston, I decided to go into a Verizon store and see what could be done about my phone which had been acting up for a while. I was taken care of by Britt - whose knowledge of the product- and ease in taking care of me was wonderful. As a result within 36 hours I had a new phone that is perfect. Thanks so much!!!!!!! read more

I'm determined to hate Verizon until they get the iphone. I've actually been putting off renewing my contract AND updating my wee, primitive little joke of a phone (the outer screen is still black and white; hi 1998!) until I know I will have the sweet caress of smooth apple goodness against my palm. Unfortunately, both Verizon and Apple have told me to exhale now. Now Verizon tells me that the "North American" plan I was on that used to cover Canada AND Mexico is now Canada OR Mexico. True, I am Canadian, as is my family, and granted, in four years I never had need to even think about calling Mexico, but I was a little bummed that my dream of being a non-roaming coyote was shattered without my knowledge. Two strikes, Verizon. However, that said, I just came from a truly lovely experience with Roy at this location. Not only did he plug me in so I could save 6% with my company's corporate discount, but he suggested to me that, since I use so few of my peak minutes (which are expensive, Canada-calling minutes) since I work 9-5, that I should drop down to a cheaper plan. YES, AMERICA, A CORPORATE STOOGE SUGGESTED I GIVE HIS COMPANY LESS MONEY. A few keystrokes later, and my gastronomic, maple-syrup-soaked bill will now be somewhat more normal. Not only did he save me $240 a year, but he didn't even try to push a lesser Verizon smartphone on me. Way to be, Roy. iLove you. read more

This particular location is a disaster. In the middle of a weekday afternoon, with only one person ahead of me, I had to wait a half hour for technical support. When it finally was my turn, the sales associate had a serious attitude problem. Verizon's m.o. seems go be to either (1) pretend the customer is crazy or (2) act like they have never heard of a problem like yours. When the associate couldn't or wouldn't help me, I asked to speak with a manager. When I explained that the car charger on my Droid kept falling out of the phone when its in the GPS mount, she tried to tell me the issue was with my car because its an SUV, and that car chargers are for emergencies only, so I shouldn't be using it on a daily basis. Needless to say, Verizon did not fix my phone and now I need to follow up with the regional manager. read more

Over an hour wait outside, two people on and a manger who walks around doing nothing. The worst customer service I have ever experience. Verizon you really need to wake up and train your employees. What a terrible experience ! read more

Ummm..No Was watching my date trying to BUY a phone. She was looking for a simple phone. Nothing special just a phone without a touch screen...They guy told her about specials in March and actually was angry. He told her to look for herself with a dismissive wave Evidentally paperwork is more important than actual customers....Verizon might want to go to the Apple store with a Genius Bar, tons of people who ask you for help and interactive displays And then look at their $400 stock price read more

I've had a love hate relationship with Verizon customer service over the last few years. Most of the bad experience is usually over the phone. In most cases, the actual store have fairly helpful employees, even during busy times. Unfortunately, the Harvard Square branch didn't quite get the memo on how to be efficient with customers. First of all, I was not aware that Verizon now requires you to check in through a kiosk if you need help. Call me oblivious but I don't recall having to do so in the Downtown crossing branch. In any case, I stood in line for what seemed like an hour only to find out later that I can only be "served" if I had registered . Maybe ignorance is not an excuse but they probably should have a huge sign at the entrance that people HAVE to register in order to get help. They also don't seem to be apologetic about the wait times. It seems like they are doing you a favor by being their customer. It's unfortunate that Verizon is the lesser of all evils in the telecommunication industry. I think that they are aware of this fact and somehow gives them a good reason to make the words "customer service" a misnomer. read more

I just called the store to ask a question about an upgrade. The guy on the phone was incredibly short with me, borderline rude, telling me I had to do the upgrade online (which I know is not true). I then asked a different question and was put on infinite hold. Overall a pretty unpleasant experience. read more

Harvard students (undergrad & grad) - Let's face it AT&T reception around here could be improved. Verizon? Better reception. My evaluation of Verizon's signal on campus, yard, grad bldgs, etc: A+ -- From Now Evaluation of Verizon Wireless Harvard Sq Branch -- 1) If you want to get a phone from someone who will actually help you and take responsibility over signing you up to their monthly service, don't stop at the kiosk. Go straight to the back where there are two desks and ask for Ingrid Dambreville. She will help you sign up and work with you to get you the information you want. Also when the guys up in the front counter mess up and then try to pretend that it happens all the time and it was not their fault, she will apologize and FIX the situation. 2) Why you should avoid talking to the two younger men in the front counter (esp the guy who says he's worked there for 4 years) commencing my tale of horror that I hope I will never have to deal with again. I have taken Ingrid's business card and from now on will only work with her. Customer service: We get our galaxies and then go to the store on Wednesday at 8:40PM to activate, port our numbers from AT&T, and transfer our contacts from our old iphones. Ingrid looks busy helping another customer so we go with a guy behind the counter. There were three but he was the first to break and talk to us as we stood in front of the counter waiting for help from the three sales reps talking to each other. Yes, I know 20 minutes from closing. What would have made it faster if two of you worked on it together since there were two of us? Just a thought... as the sales representatives visibly look irritated they can't leave early. (Note- irony: 8:50 hits and one of the other reps ends up helping a kid who comes in drunk to switch to the iPhone? He tried to tell the kid that the dad is the only one in the family plan who can get an upgrade and to come in another day. Kid calls up dad and voila, dad is switching to the phone that the kid wants. Sales rep has to stay and sign up the kid after speaking with the father and dealing with Verizon HQ.) My representative asks for our student identifications (for our discount), state identifications, and our account numbers from AT&T to port over. After copying the student id and the state id, he enters account numbers. Then he takes our iphones and our galaxies to the back to transfer contacts. 30 minutes later, we are leaving happy customers... Right outside the store, like a dork, I try calling my friend with my galaxy only to have some random guy pick up the phone. (Note we have never left the Verizon store since we entered until now.) He says he "found" the iphone outside on the streets of JFK and promises to return it later. When I say, I will come to where he is... he reluctantly comes out from a car parked 3 cars down from Verizon. He gives us the phone and then opens the Verizon doors (which had been locked at 9PM). My friend and I are just shocked that this iphone somehow traveled by itself from inside the store to this guy's car... presumeably a Verizon employee, since he can open the locked door. We just deal. Verizon tells us in 24 hrs we will get a text for activation. 48 hours later. No text. Calling Verizon HQ. Verizon HQ tells us that the number was never ported because account number was wrong. Great. Fixed after 1 hr on the phone. 1 week later- online billing. Guess what? No student discount + activation fee! So, I go back in to Verizon at Harvard Square to ask what is going on. Instead of an apology, here is what the guy in the front counter tells me verbatim: 1) "Verizon has been having a problem for a month with Harvard students. They just keep kicking them off." Me- um, but my account is still there just not the discount. "Right, they lose the information about your student status." Me- that doesn't seem weird to you? Him: "It has been happening for a month. It's normal." I find the "this is all normal excuse," really annoying so I turn to the guy who actually copied my friend's student identification for help. Lovely that I did. Him: I never ported your numbers or take down your student information. All I did was activate. Me: But you took the id cards and copied them. You also asked for account numbers from AT&T what were you doing when you had that info? Him: Do you know what activation means? It means just turning on your phones. You have to come back in to give us your student ids. Me: That doesn't seem weird that you copied the student id and mass id? Him: Look, I've been working here for 4 years. Even if I got your student info, it's not in the system. The system must have lost it. It happens every day. At this point, I get frustrated at the way Verizon "normally" conducts business. Ingrid shows up and takes me to the back and actually apologizes. No Verizon does not lose your personal info every day. Guy in front messed up and his friend covered. Wow. read more

Verizon took my trade in and never applied the credit. Customer service said we cant return your phone and cant give you credit. $700 robbed from the customer and I can't do anything about it. That's how they treat their customers. Stay away from the scam company. I will never ever ever deal with them again. read more

I was worried about going here after reading the reviews, but the next closest Verizon store didn't have great reviews either, so I bit the bullet and stopped by after work. I was looking to upgrade my phone, and I knew what I wanted before I went in. When I walked in, one of the staff (Brennon [sp?]) came over to see if I needed any help. He checked on my upgrade status, got me the phone I wanted, informed me of a deal that they were running (but didn't push anything on me), and made the process about as painless as it could have been. He was very professional throughout, knew the technical details about the products, gave an honest opinion when asked, and never tried to up-sell me on anything. If you go here, try looking for him. It sounds like people have had terrible experiences with other staff members, but my visit today was fast, successful, and very pleasant. read more

This place is highly unprofessional and an unpleasant experience. I arrive. "Hello, my Blackberry broke after 3 years. I'm due for an upgrade, and I'd like to buy an iPhone." (As in, HI I'M HERE AND I WANT TO SIGN ANOTHER CONTRACT AND SPEND MONEY!) Naturally, Jennifer, the manager, brings me to the table with the Droids. "I'm sorry, I said iPhone" She responds, "Well, did you know the iPhone is on a 3G data network?" (Why Yes, I know that, because I researched it and now I want to buy one.) She continued, "The longer you stay on a 3G data network, the slower it will be, because 95 percent of our users will be crowding it, and because a 3G network was not made to support a smart phone." Jennifer the manager threw around patronizing phrases, such as: "I'm trying to educate you because a 3G data plan cannot handle a smart phone." What?! Then WHY are you selling it? And since you're selling it, you must accommodate accordingly. So after some research, I found out that apparently, "Verizon Wireless has started slowing down data speeds for the top 5% of its 3G data users, but Verizon will not slow down users of its 4G LTE network, provided they pay for unlimited plans." Jennifer the manager, could not find a way to articulate this much. So I said, "You know. I'll think about it and come back another time." As I was leaving, Jennifer the manager said, "I think your skirt is riding up." Whether she attempted to embarrass me subconsciously or on purpose doesn't matter. I pointed out that I was wearing a T-shirt, not a skirt, and it wasn't "riding up." Who hires these people? read more