This Verizon store is horrible because they have employees not interested in helping customers even long time customers! My husband ,I and our son came to visit this Verizon store June 17,2024 and their male employee didn't even get up from his desk when we were interested in turning in our older Apple phones for the new 18 IPhones. His answer was come back In September when the new phones came out! They lost our business read more

No idea what customer service is about. You could tell they all work on commission, as soon as the sale is done they didn't want anything to do with me, ever the manager. God somewhere else read more

Solomon and Jayce at Verizon 6364 Promenade Pkwy Castle Rock, CO 80108 went above and beyond the call of duty to get my number transferred and my phone setup and working after the foreign call center gave me the run around. They would not take no for an answer, spent about 3 hours on hold while also dealing with other customers, and handed me my working phone when I came back from lunch at Chick Fil A. read more

Had a mother's day gift that was purchased online. 2 weeks later, the charge cord would not charge the watch. Scheduled a 5 PM appointment, since the website says to book a time, can't guarantee walk-ins. Needless to say, did not feel like a customer they want to keep. The rep said "You can take the cord back to Apple, maybe they will take it back? Not sure." The manage was too busy to even get out of her kiosk to see what was the deal. Felt very shoved to the side and seriously no consideration for the money we've spent in the last month on new equipment ($2,500k). Not to mention we were looking at replicating this purchase for Father's Day. Then, after sharing my disappointment, and stating I'd rather return the whole item ($800 watch) then have to pay an additional $30 to charge my watch. (It's principle of the matter that they should have to replace it.) Literally 2 weeks and it was dead. The guy argued with me on why I was upset and angry to return a Apple Watch when it wasn't the watch or Verizon's fault. Really?!?! Where TF did they send these reps to customer service school???? How are you going to argue with me on my emotional issue on how you're talking to a customer? Also, purchased a screen cover not to scratch/damage the item with the return and he said "Uh, I don't know how to do these (referring to the watch face cover) very good. Let me take it to the back..." Ummm, no. Give me the not-charged watch and let me be. Something that take literally a 5-year old to learn is "hard" for someone that this is their job? Took the watch and got TF out there. Got a service ticket placed in the app. Had a VIRTUAL agent get a replacement mail to me. Apologized for the storefront reaction. VERIZON: Follow Capitol One's guidance and close down the storefronts! Waste of time and money having to staff and keep this type of service in business. Did my purchase and issues done on the app. No amount of customer service training will train someone to critically think about what they are saying to a paying customer... Problem solving and conflict resolution are a heavy ROI for someone who barely acknowledged the issue of paying for a charging device that was broken/faulty before the month return policy is up. read more

Came in today and bought a brand new iphone12 and changed my service to verizon. Was told I have to go to another business to use the restroom? So I can come in and do business in the store and spend thousands of dollars but I can't use your bathroom, all under the cop-out/guise of public safety.... The lack of professionalism and logic behind this is astounding. read more

Shout out to Bryan and Jayce who helped us convert another carrier's line to Verizon to add to our plan. Very knowledgeable and patient!

Crap service, complete waste of time. Refused to wait on me, after I checked in. I was told one person in front of me, yet people coming in after were being helped. DON"T even bother coming into this place. read more

I'm on Verizon 5G UW. Can't play music at gym in Castle Rock. I thought 5G was supposed to be fast, I can't get things to even load sometimes. It's usually in Castle Rock that has the most issues. To be clear, this is a review on Verizon's network, not directed to this store. Although, I have had a bad experience at this store as well. They were too busy to help me purchase a new iphone, so they told me to call customer service and I can place the order by phone. They ordered/sent the wrong phone (either wrong size or memory), I can't remember exactly which. read more

Very helpful individuals would recommend to anyone. The gentleman helping me was extremely knowledgeable and was not trying to sell anything besides for what I was looking for and was asking just the right questions To help me in that regard read more

Do not go to this store! Read the entire review DO NOT TRUST ANYTHING THIS STORE TELLS YOU! I can't remember who exactly helped me and I really wish that I did. I was coming over from T-mobile and bringing over 3 lines. While also upgrading 2 Verizon lines. The first rep misinformed us of a promo that they had for a trade in. This ended up being about 200-300 less then we were told. Another rep takes over as the first one I guess is off now. Okay fine not a big deal we still got a good deal let's move on. So we bring my wife's Iphone over from T-mobile and are told we will get a $500 switch Visa card for her moving over. Not only that but also a $200 for me coming over and upgrading to a iPhone 14. The rep even told me not to worry about paying off my t-mobile account until those cards came and I could use those...... awesome $700 will almost pay off the T-Mobile so it makes since to switch over.... NOPE!!! 2 months later and the $500 and $200 cards finally get to my email..... but guess what they are VERIZON gift cards not visa gift cards! ONLY CAN BE USED at Verizon! This store manager is not teaching a team to be informed. 2 reps helped me and even the manager at one point but yet I was told misinformation by both reps! I expect this to be corrected and maybe I'll think about changing my thought on this store but right now I highly recommend you go to the indirect location over across from target. I know they are trained well and won't misinform you. I also know that if a GoWireless rep misinforms you the Verizon rep Aaron or whoever it is now would correct it for the customer. Dealing with corporate Verizon is a joke. read more

worst staff I have ever encountered. I was told by corporate to go to this store to process paperwork to receive a credit due for almost a year. the individual "greeting" customers had zero clue and even less training. whatever you do never use this store. read more

Beautiful store in a beautiful location but the workers who were there Monday evening around 6:30 pm were the most indifferent, obnoxious salespeople I have ever encountered. One guy answered the phone after we had already been waiting and spoke to the person on the phone for like 5-10 minutes while we waited there in person. When the woman finally got to us, she brought a screen protector without offering us any choices and demanded my photo ID without stating any reason for the request. When I asked why, she said to verify your account. I didn't see that that was necessary unless I was buying on account, which she again didn't ask about. Her demeanor the entire time was short and overly businesslike. My mother rescued 3 poor moths while we were there. While she was letting one out the door, the girl said they had vacuumed up 50 moths that morning. She was so callous. If they have a problem with moths entering through vents, they should seal the vents or pa screen or something Overall, I had the feeling I was an unwelcome, burdensome visitor. Will NOT be returning and am looking into switching to T Mobile, which I understand has much better performance in Castle Rock anyway. read more

I highly recommend NOT using Verizon Wireless! They accused me of using over $700 in data overage in one hour while I wasn't even on my phone or electronic device. My husband and I talked on the phone with them multiple times to resolve the issue and they basically told us it was our fault and cut off our service until we paid the overage charge. We feel stolen from and very frustrated. read more

Would not recommend, the first day with Alec was great and he had great customer service as he helped us with new phones and setting them up. That evening, we realized that one phone never had a number assigned to it, so we spent the night trying to figure it out, and luckily were able to. However, due to this not being our profession we were unsure if we had done anything to the bill with the different links we were going to on Verizon, so the next day we went in and were treated completely differently. The worker scoffed at us when asking if he could look at the phone and bill to make sure everything is correct, and then when we asked for help as there is a deal with Hulu/Disney and Verizon, he rolled his eyes and said that we needed to do that on our own. He treated us as though we were idiots and that asking for him to spend 2 min to make sure that our account wasn't charged was too simple for him to help with. I won't be returning to this Verizon unless being helped by Alec. read more

12/14 promo buy phone get buds, watch, & tablet for free. The store was out of stock for watches. Spent ALOT of time, twice, to order watch with sales associate over the phone to ensure it all got bundled together to qualify for promo. THAN saw 2 charges for the watch when I ONLY had one. Was told it would take 6-8 to relieve email for buds and for promo to kick in on statement. Gave it 11 weeks and STILL not showing on bill or email!! Talked to customer service for ALMOST 2 hours to find out that the first sales associate sold me a phone that wasn't even qualified for the promo!!! I wasn't given 2 options yesterday. She was able to take $199 of my bill for the earbuds. I could return the tablet OR go to the store and exchange my current phone for the correct one. I was so OVER all the inconvenience that I just wanted to return the tablet and pay $329 for watch. After sitting on it overnight, I changed my mind. After all, I came in ORIGINALLY for that deal. Went in the store and was told I had to contact CS. I did and was told that the manager would reach out. CS is now closed and haven't received a phone call. I have been a loyal customer!!! OVER A DECADE!! First time taking advantage of a PROMOTION to deal with ALL this BS!! Wanted to leave this as an email to AGAIN to discover there is NO EMAIL for verizon customer service!!! Why is this SO complicated?? Couldn't the discounts have been applied from the time of purchase instead of waiting "6-8"??? Use to talk highly of Verizon!! NOT after this experience!!! Too bad theres not a negative star because they don't even deserve one!!! read more

Proceed with caution. This store will lie to you and you will be stuck on the phone with customer service a week later trying to undo what they did. I was told adding a new line gets me 5$ discount per line. What I was not told is the 5$ discount comes by changing the plan and removing the hotspot from our plan not from adding the extra line. Sleazy sales people with tricks up their sleeves. Ask for your plan to be printed so you can read it before signing. read more

In my 56 yrs of life, I've never experienced more worse customer service than w/ Verizon. I've moved over to AT &T. Two WK's ago while balancing my checkbook I noticed the check sequence was out of order. I had paid a monthly bill w/ check 2682. Verizon submitted it as check 2882. Easy fix right, or so you would think. I went to Verizon at Promenade Prkwy in Castle Rock w/ supporting documentation requesting that it be corrected. Was informed I needed to thru "Financial Services" to have it corrected. I was actually being asked to take up make my time to fix their mistake. I made the call. Having spent an HR on the phone w/ 3 different rep's, none of them did anything. They kept telling me I paid w/ check # 2882. I offered to email the supporting documents so they could see that they had made a mistake. None of them was willing to accept it. I had also offered to leave the back up at the Promenade Prkwy store but was told they were unable to accept it. To be fair, the store manager opened a ticket to escalate. I've not heard anything from anyone since that time & its been several days. A few days later, I received a text from Verizon telling me my account was past due and that to avoid future unpleasantries, I need to pay them. I've never missed a payment in my life & Verizon certainly wasn't the first. I called Verizon again and let them know I had issued a check for my previous months bill on 2/08/23. Verizon cashed it, it cleared the bank on 2/16/23, yet they were saying I owed them the money. Yet again, I offered to email the back-up showing that what I was telling them was correct. Between both mistakes made by Verizon I was on the phone for 1.5 hrs let alone the time lost making copies & having gone to the Promenade Prkwy store twice requesting this please be remedied. The cherry on top is I've received a text from the store manager today letting me know I shouldn't come in to the store to address this again, that I needed to go thru their Financial Services team. Suffice to say, I've gone to AT&T and transitioned my business to them. Do yourself a favor, steer way clear of Verizon. Their customer service is beyond sh-tty. read more

Waiting for an associate a long time. There was no sense of urgency. One couple was talking to an associate a long time- then after their business was done - they got what they wanted - paid. They just stood there talking. What the associate should have said was. "I'm sorry but we have people waiting. Thank you for coming in." Unbelievably frustrating experience. We will NEVER return to this Verizon. Deplorable service!! read more

Thank you so much for replying here on Yelp. In the future you can prevent these type of negative reviews by responding to the person directly. read more

This store is located in a great location. The atmosphere and selection of accessories in the store is excellent. This is where the experience goes from good to bad. The sales people are cocky people with absolutely no customer service skills. After four days of no cell phone service and hours in the store and on the phone with customer service we finally had to select another company to get our cell service through. It is unfortunate that we had this experience. I've been an AT&T customer for countless years and I have never experienced this type of attitude from the employees when visiting a store. We selected T-Mobile and I have to say that the in-store customer experience was top notch. As I was closing my account with Verizon over the phone I was fortunate enough to work with a very capable and customer focused individual. I wish the rest of the experience was as good as the last experience. In closing, I would have to say that although Verizon seems to have the best reputation for excellent cell coverage, this retail location has a lot of improvement to make to improve the in-store customer experience and to make the brand live up to its name. read more

Long wait, just like every other place you go to get a cell phone. Staff was friendly and once someone was helping me the process was fast and smooth. read more

Save your time and go to the one in Park Meadows. Been here 3x, wait is always ridiculous even if there aren't many customers. Waited an hour once, no one approached me and there were 3-4 customers. Another time a rep went to the back to check on an item, never came back out for 20 minutes. read more

Got hit with the obligatory corporate mission statement from Verizon! (See their response) No offer to make it right, no discount offered (even though their 2018 earnings were $23,400,000,000 according to their annual report, but the customer is going to pay full price!), no action plan listed for the employee who lied to us, just the standard "we're sorry to hear this and we'll make it better for the next customer." Oh yeah, how? read more

25 years of Loyalty...5 minutes of disrespect, on the phone, with a manager and face to face. Absolutely insane to stay with Verizon. Good luck with the beating people into a phones that suddenly won't charge #turbo2 or turbo 2 will no longer charge. Funny there are things to fix it... Verizon never suggested looking at our phones, instead asked for $300.00 to replace them - Due to the 1 year manufacturer warranty?!? 2 phones same problem on both won't charge - never even checked for a problem. When I said no and left I got a notification on my home that my plan had been changed to unlimited. $110.00. My husband died and it's just my daughter and I, Verizon is the only debtor that didn't excuse his suicide death, so she now has his phone. My phone is so jacked up this took 20 minutes to write but Verizon needs the review! read more

Horrible customer service. SLOW. Plan on being there at least an hour for even a simple question.

The appointment was to upgrade my iPhone 8 and to transfer it to another family member. The store manager greeted me upon arrival. Within five minutes, Braeden came over, assessed my situation and provided a detailed explanation of the iPhone 13. Long story, very short...he and Mikaela worked to transfer email, contacts, etc. from the iPhone 8 to 13 and then transferred email, etc. from the older iphone to the 8. This process took awhile due to not having upgraded phones the past few years and I was very surprised they took so much time to be sure both phones were set up and working before I left the store. It is extremely rare to find such excellent customer service these days. I left the store with both phones set up and working perfectly. Two weeks later, I am still very happy with the phones and the excellent customer service. I highly recommend Verizon and especially Braeden and Mikaela. read more

Waiting, waiting, waiting.... Not sure if it is indifferent employees or short staffing. Trying to do a return of a couple of phone accessories. They took my name and put it on a list. After a half hour of waiting I inquired and was told I should make an appt since the wait can be up to an hour. For a return??? read more

Andrew was extremely helpful. I had a bit of a complicated issue with my phone and he helped me figure out the cheapest and best solution. He was super friendly and patient. I give this 4 stars (not 5) because I am frustrated with how much our Verizon bill is every month. (Although it may not be the store's fault it is a bit ridiculous.) Unfortunately being a loyal 17 YEAR Verizon customer doesn't get you a whole lot. 4 stars for Andrew and the friendly gal with the service dog....nice customer service. read more

Before I even got in the door, the young man asked what I needed. Sheesh, he could have waited. The entire time, he was rude and acted like he was being bothered. Won't ever return, staying with Park Meadows store! read more

Traded in an IPhone at this store and was supposed to receive a credit. After two months we realized we never got a credit so I drove to the store. I was promised follow up. Five more trips and was told every time they would take care of it. The last time I was told they had some discrepancies in their trade on phones. Sounds like a way of telling me someone was taking them. I told them I needed a call from the manager that day and was promised that would happen. Again no response. Had to contacted them a sixth time and asked for the number of the district manager. Then they finally said I would get my credit, which I did within 24 hours. Customer service is terrible. Try T Mobile or ATT. read more

Maybe if they had double the employees and the existing employees had double the effort I'd review 2 stars. Horrible experience

I was so absolutely exhausted with Sprint and their bad service and even worse website. Here I felt like I was valued, listened to and the process was EASY. The only reason I was here a while was once again Sprint being completely useless from a customer service stand point. I have never been happier with customer service and left feeling like I was on cloud 9!! If you need new service or any help at all this is the place to go! read more

Just went to do a simple exchange at 6:30 pm and felt like I was a complete bother to the staff person who waited on me. She was extremely unhelpful and condescending, stating repeatedly that the case I was interested in would not work for my phone. After I proved her wrong, she did not apologize or thank me for my business. Staff needs to work on their customer service skills. I'd rather make the trek to Aspen Grove at this point. read more

Went to the store on the advice of an online agent who said they could fix a missing data credit on my bill. David the "Solutions Agent" said "Yeah man, it's already on there" like I was stupid. I showed to him my account and that the bonus gig credits were not being applied and he said yeah, I don't know man. They are on there..so". Obviously he did not want to have to handle a customer service issue. So I am having to go to another store that actually does care. Go to the Meadows, much better. read more

Before we knew about Verizon's new $45 for 4 plan, we switched carriers only because we needed to lower our monthly bill. Unhappy with the switch and happy with Verizon's new plan, we went to this location for help. Heather greeted us promptly. We explained the situation and she let us know it would be no problem to switch back. While this process took some time, we never felt rushed. Heather took great care of us in getting our account and all our phones back to Verizon. It was an absolute pleasure working with Heather, and we appreciate the excellent customer service she provided. We highly recommend this Verizon store. read more

Nate was very helpful, knowledgeable, and patient. I bought a new phone and it was the smoothest transition I've ever had.

Very deceptive. Purchase phone too two weeks to transfer contact info. Just to find out the phone does not work in my apartment. Version would not take the phone back and insisted it would cost me $200 to cancel service because it was past 14 day period. . read more

If you have to go to this store come prepared. Bring a friend (to keep you company while you wait) and a pen and paper (to document all transactions). This location is full of incompetence and they are unable to communicate correctly with corporate. You'd think they are a team of software engineers writing the next iOS software with as long as it takes them and the struggle they express. Just had an experience where they "don't ship a phone back to corporate". Yet the fedex tracking showed they did. Almost got billed $500. read more

Terrible place, the people just stand around and the wait is long even if their not many customers!! Go o the one at park meadows. They also are not very friendly at all and refuse to help even if you they are doing nothing, Went in and they helped someone that came in after me. read more

Came into this new Verizon store to upgrade one of the lines on my plan and am blown away by the amazing customer service! Ben helped us pick a phone and gave us great information about that particular phone. He helped us pick accessories that are necessary to protect the phone without being pushy about unnecessary accessories. He was extremely informative and helpful. He also put all the accessories on the phone so we wouldn't have to bother with it at home. He was beyond helpful. I highly recommend this location!! read more