The most unbelievable experience that needed two lengthy exchanges with Verizon customer service to unravel. We went to upgrade my wife's phone - thought it would be simple. By the end of the process, the sales rep added an additional line to our account - there is just us two - why we needed a third line I don't know and he didn't disclose it to us. Plus he told my wife a case came with the phone. When we came back something wasn't right but of course he didn't show us anything - didn't see the receipt until I checked my email later. He had added a $149.99 accessory pack without our knowledge. I wouldn't wish this on anyone. And I wouldn't trust this store regardless of what excuses they come up with. If zero stars were possible that's the rating. read more

Genuinely the worst customer service I have ever received. The worker who initially helped me switch from T mobile to verizon failed to explain upcoming charges entirely as well as leaving the $70 protection fee on my bill when I asked for it to be removed. I went back into the store today all for them to tell me there's nothing they can do for me and that I have to call and wait on the phone. This is a huge inconvenience as the shortest wait time i've ever had for verizon has been upwards of an hour. The workers at this store seem to lack proper training or they just don't really care about their jobs. I paid $460 in store just to later find out that didn't even include my activation fees which I was told were covered by that initial payment, now my first bill is $431! This is insane and the fact that they can't do anything to assist me or rectify the lack of communication is extremely disappointing. read more

Absolute worst customer support experience ever. Completely unwilling to help. They broke our phone but refuse to fix it. They just gave us the run around in order to get us to go away and make us someone else's problem. Now we are without any phone service for who knows how long. Weeks of endless calls with tech support haven gotten us nowhere. I got a new more accurate slogan they can roll out. "Verizon Wireless. Why would we help you?" read more

Horrible experience! The sales guy Woody was very pleasant and professional, so this is not a reflection on him at all. We spent thousands of dollars in this store for new phones and cases. Woody said they had a promotion for iPads as well. We took him up on this offer. About 40 days after the purchase Apple had a software update. I tried to download the update and the iPad did not have enough memory. Hence, I now had a worthless iPad. I went back to see Woody and he tried to talk to his manager about trading this out for an iPad with more memory and I would pay the difference. His manager refused to exchange this iPad because it was past the 30 day return policy. I visited again and Woody went to the manager again and he absolutely refused again. My wife called corporate (this is a franchise apparently) and they ended up resolving the issue. Thank you corporate Verizon read more

Went in today at 5pm there were 3 workers and several customers waiting! However, within a few minutes Tyrell greeted us and checked us in. He has great customer service and is very informative! It was worth the wait which was only 15-20 minutes but after working with him it didn't matter. Keep him around! read more

Bit of a doozy here... I went in today at 4pm to join my wife's Verizon plan and ultimately trade in my current phone for the new iphone12. Everything was pre approved by Christian. The initial person to help me was clearly new and didn't really know what he was doing. When he added me to my wife's plan he did it incorrectly which Isn't shocking as he literally said "idk if this is right but we will risk it". Unfortunately "risking it" ultimately cost me 3.5 hours of time and more importantly my old phone number which is now leading to spending even more time trying to get into my financial apps. I am planning a wedding which is 8 weeks away and changing numbers is incredibly frustrating. I also am in sales and have business cards with my old number which could now potentially cost me business. On top of that half of the financial apps I need to log into require a text verification which I can't do because they go to my old number. This has screwed me in more ways than I can properly explain via Yelp. The whole thing would've been avoided had the first employee known what they were doing. I now have to go back in tomorrow to try and get my old number, which if I get it, I'll be changing this 1 star to a higher rating based on Jays (the manager) ability to resolve it. Towards the end Jay took over and did everything he could to help so kudos to him. Jay if you read this, thank you for trying your best. If someone at corporate reads this and has the ability to help, PLEASE HELP ME. I need that old number. UPDATE: Jay walked me through how to get my old number back and it worked! Thanks Jay! read more

Would not recommend this location. We walked in and the one person working did not even address the fact that we walked in. There was one other person they were helping so we waited for 10 min in silence. After almost 15 mins of being completely ignored we walked out. Horrible experience read more

Awful. One person working. felt cold and completely unhelpful to my phone needs. Super disappointing.

Don't come to this store. They refused my service of upgrading my phone because I didn't want the "Bundle" they offer of a phone case$45+, $65 screen protector (which they will put on your phone BEFORE you pay which makes it so they can't remove it), a charging cube $34 and $25 transfer fee which is the same thing as logging into your App Store and restoring your phone. Avoid this place at all cost. My family left the store paying $100's more than expected and I left without a phone because they just wouldn't sell me one at the store. read more

A friend dropped my iPhone 8 on a carpet yet it still broke the front lens. Damien looked up my phone purchase. Replaced the lens within minutes and I am a happy camper. I highly recommend this Verizon site! read more

Since my normal verizon store was closed due to covid, I tried out this authorized verizion retailer. It was a very frustrating experience for a simple eligible iphone upgrade. First they did not call when phone shipped in, I had tracked it and then stopped in. I then spent an hour while they figured out the billing in their system. They stated this was not typical and I do believe them. They also emailed my wife prior to Christmas, so spoiled the surprise there. Then lastly, I received the first bill where they billed me twice for the phone and also an upgrade fee. Just spent an hour on the phone with verizon to have them remove the $590 in double fees. Will stick to the actual verizon store in the future. read more

WARNING!!! DO NOT USE THEM!!! THEY WILL SCAM YOU INTO ANYTHING TO MAKE A SALE!!! The manager (Kashun Blake) & his side kick are a nightmare! We went in to just make sure our phones were on a Mexico/Canada plan for an upcoming trip... they said why don't you trade up your phone it will only cost you $2.00 more a month per phone - he went on to tell us that Verizon does not do 2 yr contracts any longer. One month later when we got our bill... our bill went from $114/mo for 2 lines to $177/mo for 2 lines. After a call to Verizon customer service - all they could say was sorry the store did that to you & then went to the store & they just said sorry... nothing I could do for you... they said they made a mistake!!!! PLEASE DO NOT GIVE THEM YOUR BUSINESS & PLEASE LEARN FROM OUR BAD MISFORTUNE!!! read more

Went into the store to activate my new watch. HUGE VERIZON signs on the outside of the building to make it look like a normal verizon store. Charged $21.55 to supposedly "Activate" the watch. Got my bill and there was another $30 activation charge for the same watch from verizon. Long story short, this store is not a Verizon store. At no time did they ever tell me there was a $21.55 "setup" fee AND ANOTHER $30 ACTIVATION FEE. I called Verizon and they told me some stores like this one DO NOT CARE ABOUT CUSTOMERS. THEY ONLY CARE ABOUT MAKING SALES. DECEPTIVE SALES. Plus it took 3 of the 12 year olds working there to figure out a watch. Pathetic. Don't waste your time. The sign should say "STAY AWAY, WE RIP YOU OFF!!" read more

Had a few challenges-actually everything went sideways but why 5 stars? Because the employees, they worked through every challenge to get my phones activated on a business account which was uncharted territory for them. At first I was really frustrated but now I don't think I'll go anywhere else. read more

I do not write reviews. Ever. I hate bad mouthing anyone but I cannot keep silent. Was it really rigid Verizon policies? Or was it an inflexible store manager? I wanted to replace a broken phone. I am very tight on money so I discussed the cheapest phone possible. Cheaper than a flip phone was a Galaxy J7. The store sold out of the last few that day but they could get one from another store and bring it over the next day. It was suggested I could take care of paying the taxes on the transaction then, and work out the rest when the phone was there the next day. That evening a friend offered me an old phone of theirs - much better, free. I went online to cancel the order. Online Chat said they would make sure I wasn't charged the $30 "upgrade" fee, but I needed to go in person to the store to cancel. Hmmm, okay. At the store I was refunded the taxes I had paid, but learned that I was responsible for a restocking fee because the phone was now considered used. They would have to send it to back (wherever that is) because they can't sell a "used" phone. Mind you, I have not touched or even seen this phone. It was picked up from one store and brought to this store. I was not happy. Then I notice yet another fee - $24.99 Set Up and Go fee. WHAT!! On the paperwork it is listed as non-refundable, just like the $35 restocking fee. In Summary - I went in to our brand new local Verizon store to seek guidance in making the wisest purchase for a very tight budget. I canceled the order before possession of the phone, and they want to charge me $60 for the pleasure their time. I AM BESIDE MYSELF. I just walked out in disbelief without signing anything. ADDITION: I received a VM a short while later from the manager saying that my situation is unique and so he can probably waived the Set Up and Go fee, but I still need to pay them the restocking fee. So many businesses are fee driven these days. Seems to me working at Verizon would entail account set ups, closures, transfers, purchases, etc., you know, phone stuff. I mean, isn't it their job?! read more

This particular location is not your best choice in my opinion. You'll also see that they have "rebranded" themselves and now have a 2nd Yelp site that has considerably better reviews than the original Yelp site that does not have "Victra" in it. This is suspect to me. Presently they have a sign that tells you to stop, sign in to an app, and they'll text you when it's your turn if you will kindly wait outside or in your car. Except they only staff the place with 1 person and unbeknownst to you that person only helps people who disregard the sign and who physically wait there until they are helped. Needless to say, hours later we went to the location at Arizona and Ocotillo which is a) staffed with adults not adolescents, b) is adequately staffed, and c) has clear and consistently applied policies and procedures. It was a much better experience. I hate to leave negative reviews but the location at Gilbert and Ocotillo has let me down on more than one occasion and this last time took the cake - I finally had to say something. FYI it's 5 hours later, they're closed now, and we never did get a text. read more

My husband and I recently went in to get new phones. We were under contract with Sprint and our bill was going to increase significantly and we were looking for something that was reliable and affordable. Manny helped us and was so great. His customer service and his knowledge really made the whole process quite painless. Thank you for all of your help Manny! read more

Brand new store - have been in here twice and although they are technically a 3rd party Verizon dealer they are AMAZING! Great customer service especially from Trace! Fixed my cracked screen protector under warranty for free! read more

Thankful for this store, yesterday I needed to make a quick change to my plan and the Manager Kashun gave me all my options and was patient with my kids. Will return in the future. read more

I'm a senior citizen and needed help with my purchases. Damien was amazing! Very knowledgable, patient and thorough.

This store should not be allowed to have the Verizon name associated with it. I have never encountered a staff as rude as this store has. The manager said his name is Preston but he hands out a business card with Damien Smith (assistant manager) name on it. God knows if we talked to Preston or with Damien. Either way, this person should not be working with people. He has a temper, is rude and complete disregard for people's time. We ended up waiting for a very long time only to have him tell us he can't take the return. Mind you, we were in the 14 day grace period, walked into another store and returned the items right away. I will contact the Victra franchise and the Verizon customer service to complain about them. Save yourself some time and unpleasant experience and go to a corporate Verizon store or do it online. read more