I previously activated a device with a physical sim card and needed to reactivate this older device when my current phone died. I spent 2 hours on call with customer service, who kept assuring me "we're resolving your issue", for them to abruptly drop me, and redirect me to a new agent. When the new agent proceeded to start over again I complained and asked to speak to a manager, at which point the agent went silent and also eventually dropped the call. based on all the negative reviews on the internet, it would seem "they're too big to care." read more

Zeke was our assistant at Verizon. He assessed our want and need. When we did not want the extra $19.00 per month for each Phone, he proceeded to use my iPhone 13pro to place the order while we were at the store. He told us after approximately 25 minutes that the order was still pending, that we should go to get something to eat, as he would text us when ready. We returned approximately 1 hour later and he told another associate to check our order. He could not locate an order I asked him if it was a practice, that Zeke would use my iPhone to place an order and he stated we may get a better offer thru our phone. They had to work with a associate at the front desk, in order to process our order They said it would take about 30-60 minutes to switch our old phones to new phones and recommended us to take phones home to activate. We had to talk to a representative 55 minutes a week later to activate 1 phone to operate properly I do not recommend A representative name Zeke, do to not buying protection services. It affects his numbers and money read more

If you get a new phone from Verizon, i would seriously advise that you DO NOT GET ASURION for your phone. ASURION is an extremely difficult company to get your refund if you return your replacement phone. I lost my phone at the Mall so I called Asurion to get a replacement. The replacement deductable cost me $279. The following morning, I got a all from security at the Mall to say my phone had been turned in. GREAT! So two days later, I received the replacement phone from Asurion. I called to notify them that i would return the replacement phone that same day via UPS, and was told that my deductable of $279 would be refunded in 7-10 days. However, it's nearly a month later and i still have not received the refund. i've called Asurion 4 times about this and I continue to get various stories such as, "it takes two business cycles", "it takes 7-10 days (although I pointed out that it's been over 3 weeks)," and "I spoke to our claims department and they said your reimbursement has been filed." So I'm just telling you folks that Asurion gets their money up front to send you a new phone, but if you want a refund, don't hold your breath. Very disappointing to say the least. And if you view the other Yelp reviews on Asurion they have a horrible reputation. Try your own personal insurance to see if they cover your phone in the event of loss. It was a terrible decision for Verizon to use Asurion for insurance customer service needs. :+( read more

I got a new phone from Verizon I went to the Verizon store to have them to transfer my data from the old phone to the new phone. They tell me that I have to paid them $20 to transfer data. This is crazy I have been a customer of Verizon a long time this is ridiculous to charge you to transfer data. All the other times that I have been to the store I had no problem. What is the world of technology coming to buckle and dime you to death. read more

Bait and Switch at it's worse. My wife Samsung Galaxy 5 display died last night and she's driving to Pittsburgh on Thursday and needs the phone for travel. After Church and Brunch, we were at Verizon's doorstep in Mooresville when they opened at noon. Very helpful and informed associates who reviewed our plan and they could swap out the S% for another S5 at no cost and would ship on Tuesday due the fact that it was a holiday weekend. For a little more, she could upgrade to the S7 which was available in black or gold. Needless to say, she wanted to gold, the store was out of stock and in checking around, the Verizon at Northlake had them in stock. The associated called and made an appointment at Northlakefor 1:30. We were at Northlake promptly at 1:30pm and we had to start again. The gentleman indicated the Associate at Mooresville did not know what she was talking about, they could not do this and what we wanted was going to cost more. I pointed out that out plan had multiple products on it, that my phone plan expired in May and I was considering walking across the parking lot to Target and signing up Consumer Cellular to which he made a lot of false claims about that carrier. I know because I had already spoken with Consumer Cellular and know that they contract with AT&T so it's a reliable carrier. After I told my wife to pick up her phone and let's walk across the street, he said to wait a minute. He came back 10 minutes later with a deal that in the end, would give he the S7 and we would use their payment plan to pay for it but in the end, we would end up paying less each month that we were currently paying. Why could we have not started off there. Mooresville was willing but they just did not have what she wanted Bait and Switch at it's best. Caveat Emptor read more

I love that the staff is taking precautions and being proactive during this pandemic. The staff was friendly and kind of helpful... to say the most Verizon has fallen off... still a loyal customer though... read more

Went in and headed towards the desk, Colton was there and asked what I needed. I replied "paying a bill but I'd rather work with someone else because last time I worked with you my account was messed up" Colton replied "okay I mean it's paying a bill it really won't matter" (with some sass in his voice) so I say "I don't need that attitude, I'll wait". Then Colton replies "ookkayyy" while rolling his eyes and shaking his head. I was ready to get a new phone today after I paid my bill but Colton has me ready to switch. Rude and needs to learn not to talk to people that way before someone puts his attitude in check. read more

I went in the Verizon store today shopping for a new carrier and phone (currently an AT&T customer with an outrageous monthly phone bill) and was helped by Dre. He went above and beyond to help me! He got me an amazing deal on an Iphone 12 mini, and my monthly bill is going to be $20 less than what I currently paid with AT&T WITHOUT financing a phone! I'm also getting unlimited everything, and some fun subscriptions to Hulu, Disney+, etc!! There were some technical difficulties with the software so his manager, Sue, stepped in to help, and she was also phenomenal. I really have to say this was the best experience I've had in any cell phone retail store in years. I will make sure to take my business to this store in the future! Thank you Dre and Sue for the amazing customer service! Go see them!!!! read more

Superb service! When I walked in, a sales person greeted me and attended to my business immediately. I walked out with a new phone in about ten to fifteen minutes at the most. By far the best phone shopping experience in the last decade. read more

Customer service was served up with a little attitude this evening. It seems Verizon is training employees not to give you something for nothing! We left empty handed. I will go to another store where the employees are nicer and friendlier. read more

The miss' finally decided to start living in the now and wanted to upgrade to her first smartphone. We had to go to the mall for other stuff so we figured we'd just do it while we were there, rather than going to the store I prefer that is closer to us. The service was decent but I was a bit put off by some things. One of the things I like about going into most Verizon stores is that there is either a "greeter" to get you checked in, or you can check yourself in. This ensures that everyone is helped based on the order they enter, much like tickets at a deli counter. This place didn't have that, so it was a matter of having to hang out near the sales reps so that when they were done they would turn to you next, as opposed to someone who walked in after you. The other thing I don't like about this location is that there are very few phones on display. Not only are there almost none to look at on the walls, but even when you sit down with someone to look at models they give you phones that are either not charged up or are locked so you can't play around with them too much. This makes the decision process a bit frustrating as it's difficult to take all the potential choices for a quick test spin. The rep who helped us was friendly and pretty knowledgeable which helped the process go much faster. My wife told him what she wanted (a basic smartphone that wouldn't cost her anything out of pocket) and he brought out the three phones that met that criteria. I was glad he didn't waste time trying to change her mind and upsell her a better model. It was just a pain that two of the three phones were not useable, though the one that worked was the best choice for her anyway. We also decided to finally switch over to a family share plan to save cash on the data useage fees, and they were able to do that. It took a super long time for the corporate customer service number to pick up and help us, but that was Verizon in general, not this store. In the end it was a decent enough Verizon experience, and the miss' proclaimed that it was the easiest trip to a Verizon store she has ever had to make. For me, I like being able to check in so I can see how much of a wait I have ahead of me, and I definitely want to be able to use the different phones before making a decision on what I'm going to buy. While I prefer to visit the location in Huntersville whenever I need to go to a Verizon Store, if I happened to need to go while at the mall I wouldn't think twice about heading in here. read more

Verizon's 3rd party (boo) insurance was giving me a really hard time with getting a new phone, their policy was clearly ridiculous. After hours of back & forth & transferring me to someone else I went straight into a store. Chiquita welcomed me, heard my story and immediately knew what to do, who to call and what to say. She was extremely pleasant, apologized for being on hold (forever) with VZW & Asurion. She seamlessly helped other customers while keeping me informed of what was going on. She ended up getting me a new phone that day, in store. I was ready to walk away from Verizon, but she changed my mind. Thank you Chiquita you were a bright, sunny part of an otherwise dismal day. Verizon: DROP ASURION they make you look very bad!!! read more

Customer service is terrible at this location...over the phone and in person. They are rude and basically say "what do you want" when you call them out for it. They really should train their staff. read more

0 stars if possible. Absolutely the worst customer service ever. Especially the salesman Aaron. He was full of sass, smart remarks, and so much attitude. I couldn't stand him. He took out my SIM card and put it in another phone to see that it worked, once he noticed it didn't, he proceeded to say that he's not a technician (with sooooo much attitude) however it was a service problem without even really trying to fix it. This is the second encounter I've had with him with the same experience. However the first time I went back and another guy fixed it, no problem. The first time I encountered Aaron he backed me into a corner and got me to buy a new phone. This encounter, the workers seemed to be especially rude today. They were all being loud and obnoxious, tossing around a football near the customers, watching the game. read more

This store has a nice layout and allows for free browsing while you wait for help. I was welcomed by a woman who held the door for me and checked me in, which was nice. However, I was upset that I had to wait almost 30 minutes to speak to someone. When I spoke to the rep, I was told I was not eligible for an upgrade, which was false because 2 other stores told me I was eligible. She didn't seem interested in helping me and was too happy to send me out the door without doing proper research on my account. Overall, I was not satisfied with my visit, and I will plan to upgrade online to avoid sales reps with poor customer service skills. read more

Sales and customer service is the blah Reflection of management, you are better going elsewhere for your mobile devices.

Damn no zero star...... First.. I was once with T-moble customer and was snookered into going to Verizon by their commission based sales person. After having my Galaxy S6 since July, my screen went black. Now I have an Otter box with a glass protector on it. I took it into the Northlake location where I was greeted and ask what I needed. That is where the downward spiral began. Attitudes changed. Oh this is a warranty deal... no money made here.... so the girl came over examined my phone. Ripped the protection off the glass. Said "it's cracked". My screen was flawless. Confused I said where? "Oh the LCD is". "Most likely not going to be covered by warranty". "If I send it they won't let you know if it's not, they will just charge you $300. I would just pay the $140 towards your insurance". Severely pissed, I walked out. Drive straight over to Best Buy next door. The Samsung help desk was able to obtain warranty ticket and info from samsung. Talked to them about the issue and made them aware of the flawless condition of my phone... Hey guys in the Verizon store take notes... THAT IS CUSTOMER SERVICE.... will never go to this store again. Thanks best buy for picking up Verizon store at Northlake slack. ....... read more

I had a bad experience trying to buy in this location. The salesman was unkind and had a bad attitude. While he explained to me, if I did not understand and asked him, he made gestures of discomfort and his close coworker laughed. The worst place to go to buy! read more

Aside from the employee who opened the door for us, the customer service is absolutely terrible. The aforementioned lady is apparently only good for opening doors. My wife and I stood in the middle of the store, obviously in need of help, for at least 20 minutes. Never once were we approached by a single employee to see if we could use assistance. We were ready to purchase two phones, but after that atrocious display of inept customer service we are heading home to purchase our phones over the internet. Maybe Verizon's online customer service is better. read more

Wish I could give zero stars! Worst customer service experience EVER!!! I've been with Verizon for 20+ years. Yes, all the way back to the original bag phones. I came in 2 hours before closing to buy not one but TWO new iPhones! Put my name in the cue (mind you there was only one other customer and four employees in this store at this time). While waiting for my turn in line I decided to do some browsing, I was after all going to need screen protectors, car chargers, and new cases for both iPhones. WHAT A HILARIOUS ATTEMPT THAT WAS!!! Because anything, and I do mean ANYTHING you so much as breath on will sound an ear shattering alarm that could wake the dead. Seriously EVERY SINGLE ITEM is glued down, so don't expect to actually hold a phone you're contemplating dropping a grand on! Even after all of this, I waited. 45 MINUTES! Six, yes six other people came in after me. All of whom audibly said they were "just browsing". At this point I asked how much longer the expected wait was to buy two phones, I was told "I was not a priority customer". To that point, I made it known I would be going to the Apple store from here on out! While it may not be as convenient a location, it's nice to be treated with respect by professionals. read more

I had, what I consider, the absolute worst experience possible at this location. Only way it could have been worse was if the store got robbed, or a wild animal broke in and injured my family. Woke up early Saturday morning to go buy the wife a new phone, and ended up getting stuck in Verizon for over 3 hours. I was rotated through 3 different employees, and no one seemed to know how to do their job properly. With that being said, everyone I worked with seemed like intelligent people, but the way Verizon has their business set up, it is like trying to solve a rubix cube in order to help customers. All 3 employees severely struggled to relay pertinent information to aid us in the purchasing process, and were unable to complete the sale due to technical problems. Once a sale was finally made, the phone wouldn't make outbound calls, so we had to wait while they called tech support. Tech support's grand solution? Come back tomorrow, it should be working by then. Thanks for wasting my entire Saturday morning Verizon. Turning the phone-buying experience into a process similar to taking the SATs is not a good way to run your business. read more