Destiny is a given she's an angel Not only did see sell me my Phone , Apple Watch and my I pad she went above and Beyond. I will definitely recommend her to my family and Friends. Thank you Destiny. Maria read more

" Your Neighborhood Verizon Bullies" Walking in , I was not greeted or welcomed. The Manager here is a bully, disrespectful and rude, along with a sales associate . Yesterday I went in to purchase a IPhone 17 Pro. ( I came in another time recently to purchase it, about a month ago . The sales associate that was helping me , picked up a call, from his personal cellphone , he answered it , " hello sweetheart " and proceeded to have a full blown conversation . I walked away not making a purchase. His behavior showed he had no regard for me as a customer. ) However the manager and a sales associate , were disrespectful, rude and bullies. First the manager talked to me like he was in a street corner. Using slang, like "let's get real" and moving his hands like a street thug. The dilemma was he and a sales associate were making assumptions about my IPhone 17 Pro Purchase . They made the assumption, I was purchasing it to return it . I and my husband , have been Verizon customers for 25 years . We never returned a phone, we didn't even know that was an option. To the dismay and disappointment of these street smart thug( s) Verizon employees. Not everyone is raised on a street corner to know the street wise hustles . ( However it was very informative for my husband and I ). The manager after accusing I of this behavior despite never meeting me. The manager kept going with his accusation ; and said " Let's get real, if I was a Verizon customer, I would do the same ". I was dumbfounded and speechless. I only wished I was so street smart to know this in all honestly. The manager then said , In a bully manner and tone . " If you return the IPhone, I don't care , just not in my store because it doesn't look good for my store ". He then went in the back with another manager or sales associate to an office with no door. ( 2.) Then when I went to pay the taxes on the IPhone 17 Pro , they said they didn't take cash ( despite listed on their website , it says they do ). I went home , since I own property near this store, in chestnuthill to get my debit card . I came back, the same sales associate was with customers. He didn't bother to look up or greet me . I walked into the store to see if anyone could help me . The manager and sales associate were in the back in a room that has no door . Saying how great the store improved ,since he started managing the store . They stood in the back talking about how great the numbers in the store were and how great they are, big egos . Despite knowing I and another customer needed help . (The door chimes ,when customers enter , they could have cared less about us customers). With only ,one sales associate on the floor . I proceeded to wait for my turn. I flagged down Josh a sales associate , to help me, as he walked in, from the back door . He helped me to the bear minimum. Sold me the IPhone, then ran to the back office with the door closed. (With a film on the door ,that does not allow you to see inside). I needed help and he ran away . This is the most horrific customer service experience, I had in my 25 years with Verizon . This store does not care about the customer. It only cares about their numbers, and store position . This was so adamantly depicted by my experience. It's also like a street wise thug all boys club . (The only woman being an older lady Marie that normally helps me , and acts like a professional woman not a street thug.) I am flabbergasted by my experience and sad . I live near this store it's my neighborhood Verizon Store. I am a Proudly Afro Colombian woman. The manager is a minority to condone his behavior he might turn it into a race thing. I assure you not at all . This is a horrible nightmarish customer service experience at this store . I also reported this to the better business bureau, Verizon and other reviewer sites . This is the way you stand up to " Your Neighborhood Verizon bully" in a civilized society. read more

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It shouldn't take FIVE HOURS to transfer a couple of phones. They had employees walking out midway through the day, never to return. One staffer helmed the whole place, while others disappeared into the back. WTF was happening? I gather the store was under new leadership, as employees were more concerned about learning that than working with potential new customers. Stay. Away. read more

I have never been so upset, confused and treated so poorly. They add things to your bill telling ypu you are going to save money. And you save money in one area and then they add on things and another area. Then they give you the old oh there's nothing we can do about that that's normal. It's normal because they added things to your account. Also, the manager was very dismissive of any questions I had. In general, the whole place is a mass confusion and a waste of time. If I could, I'd give them less than one read more

Tried to buy a new phone but the woman wouldn't let me because I'm not the account owner. Well he's been dead for fifteen years so I don't think he'll be doing it. Anyway she was extremely unhelpful and gave me a number to call a robot and see if they can fix the issue. Never returning to this location read more

My experiences here have been great- a year ago I got a new phone and the salesman (I wish I could remember his name) was extremely helpful- he was dedicated to finding me the exact right phone for my needs and didnt try to upsell at all, aside from promoting the deals Samsung had on accessories that day, which I ended up buying. Two weeks ago, my boyfriend needed to start his own phone plan, moving from Sprint to T Mobile, and had such a hard time getting T Mobile to help (we went to T Mobile 3 days in a row) because of the complexity of the transition, that we gave up and tried Verizon since I'd had a good experience there. We didn't have an appointment but luckily someone had just cancelled so we were able to get in right away, and from the moment Marie started helping us it was such a breath of fresh air. She and the manager on duty were extremely knowledgeable, helpful, efficient, and welcoming. It was still a complex process and took almost an hour and a half to work through, but we walked away from it 100% satisfied and so thankful for both of their help. I've never felt loyal to Verizon until this experience, and now I would never go anywhere else. Thank you Marie!! You're the best! read more

The advertising is very misleading. The phone is not free and the monthly bills high. Much more expensive than my current plan.

Worse rudest service ever. I followed the rules and scanned the qr code to get in line. I waited and then a white woman walked in. The manager walked up and asked if she needed help. Totally ignored me until I pointed out I was next. She said " I am just checking people in" and walked away. All of the other customers in the store were white. I watched her go out of her way to help them and continue to ignore me. Her name is Maggie and she presents as a black woman. I am a black woman. Her white male colleague tried to justify serving the white woman before me because she had been there an hour before, left and came back. So I asked why did I bother to sign in with the qr code when I could have walked up like her out of no where and get service. He had nothing to say. Suffice it to say I will not be buying a new phone there or going ever again. I do want to thank Chris, black man, who hel0ed me with a new SIM. read more

I think their egos have the best of them at this store. They used to be customer friendly, but now they are just full of themselves and of their importance. They are not even capable of discerning a question from a customer without saying you're not in queue, for a simple question? Really? When a simple answer could actually free up a customer from waiting? Very corporate and no sense of customer service. Used to be a well run store read more

The sales people must be trained in deceptive bait and switch pushy aggressive sales tactics. So fast talking, so expert in having you look at one facet while they change others right before you sign. Look at the agreements so so carefully. I did and walked out after wasting a half hour or more in the store with two people who were continuously changing the facts. When I questioned why ( last minute) one line had a higher plan compared to 3 others she said, well that's because you are getting the $25 trial home internet. Do you want to pay $40?? They play a game of "look at the BIRD" while they change the other scenery. I wish the regulators or a newspaper would go undercover with the sales practices here. I am certain there is widespread misleading strategy not just a couple of bad apples. My husband had similar experiences when he wanted to take care of an upgrade by phone. As a company Verizon offers almost and totally "free" phones where your trade in value can equal a new phone cost. However you need to increase the cost of your monthly plan to a new plan- in order to do it. How in the world can they get away with this. You can't easily explain how they do it or why they do it - if you are a direct person. You just know it is very wrong. Update: in response to the below. Verizon KNOWS what it is doing with their confusing deals and sales methods. Not going to waste any more time. Everything I have to say is here. I ended up going to the Apple Store, they performed a free diagnostic/ repair and my phone doesn't need replacement. That's what anyone with an iPhone should do. If I have to buy a new Iphone it will be through the Apple Store too. Anything to avoid talking to Verizon. read more

Terrible customer service. They are now forcing you to do video-assist rather than helping you in-store.

Jamal & Vanessa we're extremely patient and helpful with transferring me from Sprint to Verizon. Although it took about 2 hours after it was all said and done. Thet treated everyone with respect and excellent customer service even though it was 1 hour before closing. Phone stores are always an exhausting experience but they had fun music playing and looked like they really enjoyed their jobs. I appreciate their hard work! read more

The Chestnut Hill location is the WORST! Stay away, if possible, which is easy to do, because they are hardly ever open. They have the shortest hours--closing at 7 PM--but locking the doors before 6:30 and not letting me in!!! I couldn't believe it. I don't know of ANY kind of business establishment that locks the doors well before closing time. And signing in and waiting and waiting is a waste of my time. I will always go to another Verizon location. read more

A big thank you to Michael the assistant manager. someone had stolen my pin and account number and tied to purchase on my account. Michael realized something wasn't right and ultimately stopped this from happening. He deserves a big thank you and recognition for this. Susan read more

Rarely have I received such fine customer service as I got from Michael at the Chestnut Hill Verizon store. My old phone was worn out, and hard to transfer data from. He took the old and new phones from me curbside, worked on it for as long as it took, and kept me apprised of the progress until it was done. read more

This is my first ever review! I downloaded yelp and took the time to write this review because Verizon has me pissed. I don't know his name but a bald white guy (mid 30s?) with a MAJOR attitude said there was a 2 hour wait and when I wanted to put my name down for the wait, he changed his story and said he's booked until Monday. His response to all my questions were, "sorry, no" with that smug grin on his face. It was his attitude that really rubbed me the wrong way and just because of him, I'm not going back there again. read more

verizon wireless in general not good customer service at all. Did the promotion to up grade to an IPHONE 13 has been a nightmare. this will be the last time. hope no one else is having this issue. read more

The staff here were all great, had an upbeat personality even close to closing time on a Saturday night. In particular, DeShawn was an outstanding individual who helped me get my old phone working with new Verizon service quickly. He knew all the right questions to ask, and helped me without being pushy. He's great and should be running the place ;) read more

Stay away unless you want to sit and wait for hours with no one to help. This place needs more employees or to be an appointment only store because the wait times are absolutely ridiculous. read more

Horrible retail service. Walked in and said verbatim what I needed (phone upgrade and new phone plan) only to wait 30 minutes and be told they don't handle those matters there. Gave me a sheet of paper to call and be helped over the phone. Rich and entitled area that only caters to people of the same kind! read more

Tonight, we waited there for over 10 minutes (no one greeted us), and old lady came to us and asked us what she could help us. I asked her if I could get phone plan information and she said that she could not give us any information since they were going to close the store soon (still had over 10 minutes before the store closing time), or I could an appointment with her in four days. She could told us over 10 minutes ago!!! They do not care about customers at all, and only care about going home even before the normal working hours. Never want to visit this store again! read more

If I could give them a zero. We ordered a new phone from the representative on the phone, we explained to him that it was for my 91 year old mother and she really couldn't e without a phone (hers broke) we made an appointment and the rep said he would have the phone ready and the Verizon in person was also all set to have it set up at that time. The rep insisted we come back for set up. My husband explained that the customer service said we were overiding the set up. My husband tried to explain that . They would not listen. He did raise his voice but did not use profanity. They threatened to call police‍and then told him he was banned from any Verizon store‍are you kidding me . We have been customers with 4 phones, internet and tv for 24 years. read more

I called into this store one day to ask a few questions about buying a phone for my fiancee's birthday and the representative couldn't have sounded less interested in my questions or conversation. You'd have thought I woke him up from a nap. Days later, after giving my fiancee her phone and needing some assistance in the activation, we go into this location because it's near our home. I purchased the phone at the Coolidge Corner and they are always cordial and helpful. We waited for about 20 minutes and at one point a woman barges in and starts asking the guy draping himself over the check-in her questions. Aggravated, we continued to wait. Her family joined her in the store and after awhile, the rest of the family had questions about their phones and ANOTHER rep joined them at the check-in kiosk to assist. At this point, the Verizon rep is also sloppily eating a cookie at the same time. He didn't exactly look like he needed sweets. I walk up to a woman at the counter and tell her that I'm displeased that other people are being serviced out of turn and by multiple reps. The male employee behind the counter interjects that they were here first, but they had to run to Starmarket. ISN'T THAT THE POINT OF CHECKING IN?! Her name wasn't on the list, they had all their phones, so it's not like they were being serviced. I pointed this out to the male and he rudely returned "Arguing with me doesn't get you helped faster." So unprofessional. At this point I realized just how many unhappy people there were in the store. One girl asked for a manager only to realize the employee she was dissatisfied with WAS a manager. My neighbor happened to storm out from the service area minutes before we did. And another woman purchasing a blackberry kept rolling her eyes at the length of time it was taking to replace her phone. Every time they called a name, they called at least 2 of people who must have left due to unsatisfactory wait times or experience. I will never walk into this store again. read more

Not impressed. I can't say that I have a lot of experience with Verizon stores, however I do have a lot of experience shopping at other mobile phone stores. If all Verizon stores are like this location, I'm not impressed. I had been with AT&T for about 4 years but recently decided to switch to Verizon because I was frustrated with not having service in a lot of places with AT&T. The young man who helped me (well I can't really call what he did as help) did nothing but try to upsell me. He tried to convince me to get the big daddy iPhone with way more memory than I needed even though they didn't have it in stock. I kept telling him exactly what I wanted, in very clear terms, and a transaction that should have taken 30 minutes tops ended up taking 1.5 hours. It was all the upselling and the fact that he went to help other customers in the middle of helping me. It was annoying and bizarre. If you want to change your service provider, do not do it here. Also, their stock is limited, and I was pretty disappointed with the cell phone cases that they had. Bottom line, don't bother conducting any business at this location. read more

Talk to MARION My boyfriend and I went into this location so that we could get some help moving his Blackberry contacts onto his new Droid phone. We had not had any luck the day we got the phone at Best Buy, nor was he able to do it himself. The associate that called his name quickly passed us off to another person, a young man named Marion. He was AWESOME. Not only did he manage to move the contacts, but was able to get us a phone case that was not originaly for sale individually, and helped us do something at the self-service station that he could have done himself - but would have had to charge us for it. Loved that he saved us money and helped us when no one else could/would. read more

This place was awful. I went in to make a simple return ( iPhone case ) and was told by the man checking people in, that I would have to wait 30 minutes. He then stood around waiting for more people to walk in instead of multitasking. It would be much more efficient if there was a person or area that was dedicated to simple transactions. The place was very poorly managed. Looking for a tip: FIND ANOTHER STORE LOCATION read more

All of us who are Verizon customers know and understand how much they SUCK! It is like we are held captive by their big network and willing to be treated like dirt, in exchange for the privilege of having them take hundreds of dollars from us each month. But this place is in a class all its own in terms of BAD. When you walk into the (typically crowded) store in the middle of the uber upscale, Chestnut Hill, MA strip shopping mall, you are (maybe not) greeted by some aloof Gen-Xer who is doing you a big favor by even asking your name and then putting you at the BOTTOM of the endless cue of lemmings who are waiting to give their hard earned cash to these morons. It is like you have barged into some kind of (non) hipster party of sales associates (nerds) who just can't wait to call your name to be able to punish you for having the audacity to be a customer who is paying their salary. The sales associate (idiot girl)who finally called my name after 40 minutes had a voice like a 'Valley Girl" and a brain the size of a pea. Yet, she succeeded in her goal of making me feel technically ignorant and worthless. I walked out of the store after 10 minutes with her, because I simply refuse to do business and sanction this kind of incompetence, arrogance and complete contempt and disregard for the customer. The "Managers" at this place a little more than (spoiled, nerdy) children themselves. The only bright spot in this store is a wonderful, knowledgeable, experienced woman named Marie, who has taken care of me in the past, but it happened to be her day off. I feel sorry for her working with these idiotic, self-absorbed children. As for Verizon, shame on you for this place.... and I hope someone out there is listening and will FIX it. read more

They require an appointment but when I walked in with my malfunctioning device they told me I could wait and they'd help me. So I waited and then in 10 minutes (after helping a customer buying a phone who said he didn't have an appointment) they told me I could make an appointment in 3 days and were entirely unhelpful. Would avoid this location. read more

If I can give this store 0 stars I would. I left the store so pissed due to the extremely poor customer experience. I went with plans to upgrade to a $1k valued phone to only walk out in utter disbelief for how little they care to keep their customers. I mentioned I was interested in a promo I saw in their website. I was told there isn't any and was told to 'show me' when I referred him to the website. I asked why he couldn't look it up as he had his tablet out but nope, I as the customer had to show him proof what his company is offering as a promo. Something is wrong with this scenario. read more

I've been to my fair share of cellphone places in my time, from switching plans and phones to switching to different providers and I really have to disagree with the other reviews posted about this store. My dad and I went there yesterday so he could buy a tablet. He first called them to ask if they had any, at first they said they didn't think they did, but the woman on the other end of the phone said she wanted to double check. She came back a couple minutes later and said that they actually did have a couple. So we decided to make the trip down. When we got there we talked with the woman who had talked to us on the phone and she was more then helpful with answering any questions that my dad had about the tablet and the internet plan that went with it. She also showed us all the different options for the cases and reccomended the best one (That being the Otterbox, the one i told him to get anyway) out of the lot. Now she also pitched the car charger and other accessories (which is part of her job) though after we politely refused she made no other attempts to sell them to us, just to let us know that if we wanted them we could always by them later. After purchasing the tablet she directed us over to one of the techs who helped my dad set up the device in under 5 minutes and we were out of the store in about 20 minutes. Now obviously as everyone knows in retail the service you get in the store is only as good as the employees who give it to you. And our experiance at this store was the best I have ever had at a cellphone store. I credit the employees that we dealt with for getting their store this good of a review. read more

Worst verizon store, ever. The employees do not seem to know what they are doing, the management SUCKS. They were not at all trying to help me out with my bill that I was over charged even though it was their fault!! So I called at 10am and the young man told me he would have the manager call me back, 7 hours go by and no call. So I call back and was put on hold for 15-20 minutes. seriously??? I never write reviews because most of the time I understand that things happen but this just seemed as though they did not care at all about the customer. read more

Really pathetic customer service. I switched to verizon and received a new sim that just would not work. The tech support assisting me on the phone with activation, and porting said I should go to this verizon company store located at 13 Boylston St, Chestnut Hills. I called ahead and was scheduled for an appointment. the specialist, manager and store general manager were very rude and unwilling to help. They would not even listen to the background or the issue, and gave excuse after excuse to get rid of me. Instead of assisting fix the sim issue, a new sim I had just received in the mail. 1st they said it's a problem with the phone go to apple, then they said you are not account owner, and instead of resolving they yell at you. Jamal- Manager, Maggie- Manager, and Vanessa- specialist were aggravated, very rude and gave aggressive responses. Train your staff or fire them. They make you feel threatened and discriminated against. we decided to call Verizon 611 from the store and got the tech to resolve the issue over the phone after the tech on the phone forced the staff to give us a new sim, which they literally threw at me with some kind of racial slurs. the whole experience was excruciating and very painful. I don't have words to describe how they can humiliate customers like this. The staff at this location needs to be trained, made to apologize or fired. I was at the store for 3 hours for something that could have taken 15 minutes. My phone is working but I don't think I want to be a verizon customer! read more

The two ladies who helped me last week were amazing. Their customer service was exemplary. They were friendly, personal, courteous, and beyond helpful. They took the time to figure out everything I need from transferring from my old phone to my new phone and did it in such a wonderful manner. I would recommend anyone to use this location. read more

I went into this location with my second dead phone in 2 years. I was really agitated .To my surprise I was waited on again by the same man who helped me last year when my phone broke days before I was supposed to leave for my wedding in Ireland . In both my experiences with him, I was able to leave with a solution to my problem. I am not very tech savvy. Ulisses explained my options in layman's terms. He laid out the price points for each solution. He never tried to take advantage of my lack of knowledge and up sell me on things I didn't need. Ulisses is an invaluable part of the staff at this location. Can't recommend him enough. read more

I have had Verizon for 20 years, never had an issue until now. Tech support could not resolve it after several hours on the phone and many tiers of tech support etc. I went into the Chestnut Hill store and met Cassie. She went beyond trying to activate device which I had bought online via Verizon. She helped me, helped several other customers while, all while registering new customers. I will seek her out specifically when purchasing anything from Verizon. Reps like her define customer service. read more

I had a question about a billing notice and went to the store to have them investigate. The employee I talked with reviewed my account, based on my cell phone number, and assured me the bill was sent in error. Had she referenced the account number on the notice I provided, she would have found the issue and I would not be out thousands of dollars!! read more

I went to this Verizon store with a question about an unexpected charge on my bill. I wanted to know whether I should switch to a different plan. In return, I was subjected to unpleasantness that bordered on ridicule. When the salesperson, a woman, asked what I did with the phone, I replied that I often used it to read news and books. She said brightly, "That's called streaming!" You know what, Mme Verizon? That's called ageism--and you're not even all that young yourself. It's called condescension. It's called, "Why haven't you been fired?" read more

One of the worst retail experiences of my lifetime. No one working in customer service knows anything about the phones they are selling. When asked a question you are told to look on google for the answer. Why go to the store when no one knows anything about he product they are selling. This location really needs to step up its game and hire employees with deep knowledge of the product they are selling. Very bad reflection on Verizon wireless as a company. read more

Yeah....this is the worst Verizon I've ever been to. I hope someone who can do something reads this... Brookline and Downtown Crossing Stores are as good as a cell phone store can be. The Chestnut hill store and especially the manager Caroline M. is about as rude, incompetent and under-qualified as they come. Its like it is some type of joke. How she ever ascended to and held on to that position is beyond me. Almost makes me want to switch to AT&T without even getting an iPhone. read more

Changing my review from 2 to 5 stars. Have had some really good experiences there recently, and Maria, who has been there for many years, is just the best person to deal with if you can. She's lovely. read more