I haven't posted on Yelp in a long time but I had to post something after today. I'm giving this store 2 stars because I've had one good experience after several horrible ones. I'll start with the good one, I got a case for my phone, I thought it was too bulky, I returned it, no problem, 100% hassle free. Literally, every other time (about 3 times) I've gone in there they've made me feel like Throwing my phone at them and going to another mobile provider. This one time at the Verizon store... I had my phone stolen, I went into the store to file a claim, they first told me that I need to call the insurance provider, then said "nevermind, you don't have insurance on your phone, that sucks". Welp, I do in fact have insurance, I've had insurance on every iPhone I've had since the iPhone 3. We went back and forth, I call the main customer service line and they saw that I had insurance but this person in front of me did not. It turned into this big deal where they thought I was trying to commit insurance fraud and basically accused me. After 2 or so weeks of no phone and countless calls to the corporate customer service, they said there was a slight mistake on my account that showed I have insurance but it wasn't active, she "reactivated" it and we were good to go. This happened about a year and a half ago. The next incident was about 6 months ago, I went in to see if I was able to upgrade my phone. They took my phone to take a look at the IMEI number on the back, handed it back, said I wasn't able to upgrade my phone, no problem. I browsed around the store and one of the "managers" came up to me and said my phone was on the lost/ stolen registry. I told him, "No sir, it is not, I got this phone from Verizon BECAUSE my phone was stolen". He continued to argue with me about it, ended calling the police because I wouldn't give him my phone, come to find out he was reading the wrong IMEI number on my account.... cool bro. Maybe the manager should concentrate on reading instead of lifting weights. The last thing that took place was today... I called Verizon Customer Service because I cracked my screen and wanted to get it replaced. They told me I could only go to the corporate location to get that taken care of. Sure enough, this is the closest store to me. So before going there, I call to see if I need to make an appointment. The sales person asks me what I need, I told him my screen was cracked- before I could finish my statement he puts me on hold and transfers me to Tech Support. I told the Tech Support guy what was going on, he said he didn't know why he forwarded me to him because he can't do anything for me. He transferred me back to the sales person. The sales person asked if I was the guy with the cracked screen, explained to him I talked to the customer service person and they said to call/ go to the store to get my screen replaced. The guy tells me they lied to me.... Really, who says that?? I asked him if he could help me, again, before I finish he cuts me off and rattles off a number, I ask him to repeat it, I get a long sigh and he repeats it as if he were a sloth. Told me to call the number blah blah, it's the insurance provider.. cool. Called the insurance provider and got it all taken care of. How is it that this store hasn't had a huge overhaul or retraining?? Verizon PLEASE do something about these sub-par employees and a very busy location. read more

Yes, I totally agree with Rachel. I just called the Chestnut Hill location on Friday night and asked a female employee a few questions. She talked to me for a minute, and then just hung up. Ususally people are trained task, if there is anything else they can do or just thenk you for calling Verizon. I would rather go to Cambridge location. I had great experience with them. read more

Worst customer experience I have ever had. The guy wasn't helpful or willing to try to help. Guy literally tried to start a fight in the parking lot. I called Verizon on the phone. And he had none of his information correct. The other employees just watched his disgusting behavior. read more

Bad customer service. Just asked simple questions and to explain some things and the lady was aggravated and gave passive aggressive responses. Train your staff or fire them. They make you never want to come back. read more

THEY LOST ALL MY PICTURES! I bought a new phone here. The employee who sold it to me assured me that before transferring everything from my old phone to my new one, he had backed up everything on the Cloud, so there was no risk erasing everything on my old phone, which he did. Before I left, my photos had still not appeared, but he reassured me they would. It just took time. After 24 hours and still no photos on my new phone, I went back. The supervisor and another employee spent over an hour trying to find my photos. They went online to my Cloud account and they weren't there. The employee couldn't find her photos on her Cloud account either which worried her. I left, furious that all my photos seemed gone forever because of Verizon. I called Apple when I got home and in under a minute I was told that the Verizon employee had neglected to swipe the photos to "on" in settings. NO ONE AT VERIZON KNEW HOW TO MAKE SURE PHOTOS WERE SAVED TO THE CLOUD! Inexcusable! read more

My husband and I tried to help our friend from Russia, who was visiting us, to purchase the cheapest possible plan that would allow her to make calls from iPhone for 6 days. Unfortunately after our friend decided to purchase a $30 plan, she was told that it was no longer available! We wasted an hour listening to the details of the plan that did no longer exist! I wish Verizon's associates had better knowledge of the currently available plans. read more

Terrible store, both in person and from customer "service" standpoint. Can't get through to store on phone. Customer "service" on today's call, which is where you will get routed when you can't get through, is in Arizona. Tomorrow may be in Mumbai or the Philippines. This is really the fault of Verizon, not the store per se; due to abysmal local staffing levels and ridiculous ultra-remote outsourcing of "help." read more

Internet has been down all day. Been trying to reach Verizon since 10 AM. I tried online, I tried the app, I tried the phone, I tried chat,. I sat on the phone for an hour and waited, never talk to anybody, set up a time for a call back, never got a call back. Kids can't go to school kids can't study for SATs I can't get anything done. Finally I called back and talked to somebody who said it should only take two hours to resolve and it had been 3 1/2 and I said when should I call back and he said 6:30 so I call back at six and as it turns out they closed at six. Absolutely zero service nine hours no Internet no nothing. requested a call back at 9 AM tomorrow, we'll see what happens. A complete cluster f up. Total frustration. Customer service sucks. read more

Friendly staff, but typical incompetent Verizon service that lost me time and money. I came to this to this store a few times and actually had a positive interaction with the staff there (despite other peoples reviews). People were quick to approach me and were overall very friendly and pleasant to speak with - I'd personally work with any of them again. HOWEVER, they made a mistake that sent me on a spiral of headaches and ultimately cost me much time and money: It started when I pre-ordered an iPhone here to be shipped to my address and they sent it to the wrong address. I don't know what happened but they sent the phone to a completely different address, which prompted me to have to cancel that order. I came back to the store to re-order my phone (after a whole series of incidents with Verizon corporate) and by that time the buy-back price of my current phone had significantly depreciated... In the end their mistake made me track down my ordered phone (that I paid for and they lost) and chase for my refund, while I was paying for a month's service I never actually got to use, and lost money because the whole ordeal took a month to resolve. The worst thing was they didn't care for the trouble they caused. I asked what they could do to remedy my situation and they didn't even try. I wasn't asking for money or any freebies, but they couldn't expedite the process or make exceptions to their policies since they're the ones that messed up? Long story short, Verizon screwed up, lost me time and money, and shrugged about it. read more

I have never experiences such poor customer service from any other establishment in my life. I went here today to pick up a phone I ordered online- I was told I could not pick it up because I was supposed to check a box during ordering that would then mail me a coupon code to use to buy the phone (what? this is not the fault of the store but a very weird model for Verison.) I was told that I did not do this order correctly. This is all fine and good.. but the employees (I dealt with two) both made me out to feel like an idiot for missing this step. No sympathy, no offers to help me feel satisfied as a loyal customer of Verizon (for over 7 years). I was met with complete silence from my first employee as she looked up my order and I kept asking what was wrong. The second seemed cold and did not care that I was clearly upset and needed a new phone ASAP. I will not return to the store and will terminate my contract with Verizon immediately. Paying early termination fees is far more pleasurable than the experience I had today. read more

I went to the store with my 83- year old mother who is here from Florida visiting. Her VERY basic phone was not charging. We got NO HELP--just comments like, "The warranty is up. She can't get a free phone until August and then the saleswoman wanted to sell her a phone $120! I was appalled at the lack of sensitivity and willingness to come up with a reasonable solution. My mother is paying for a phone service that she cannot use and desperately needs a phone for obvious reasons. Shameful! read more

The worst Verizon store. VERY long wait, unfriendly stuff and VERY unprofessional! First they talked me into "buying" a free tablet. Yes, me - stupid! I have paid $50 + $10 per month. BUT they told me I have 30 days to return it. It happened that I only had 14 days to do so. Now I can't return it, I'm stuck with the tablet AND line I'm not using. And all they are saying "our person has made mistake, we are sorry, but nothing we can do about it". The same person told me that they can put some kind of data blocking on my daughter's phone and that WAS LIE. They can't. Or better to say they can for extra $5 per month. He said specifically that they do it for free. read more

Absolutely terrible customer service. Waiter over 45 minutes before walking out. All we wanted to do was make a couple of simple changes to our plan. Employees were jumping to customers who arrived after us -- seemingly because these customers were purchasing phones and we weren't. Pathetic. read more

There is a very poor customer service in this store. Vincent was talking very loud, entire store could hear him, was very rude. Do not recommend to conduct business in this location. read more

I went in to get a new cell phone as mine was thrown into a sink full of water by accident. I chose a phone; the salesman then put a "tablet" into my bag and said "this is a promotion". I did not want it so I took it out. He put it back in my back saying, "This is a promotion". I took it out and he kept on putting it back in my bag and told me to "take it home and play will it". I don't want it. He neglected to say there was a $151,000 contract attached to it. I NEVER WANTED IT AND HE KEPT ON PUTTING IT IN MY BAG. I had to call the Boston Globe and talk to a friend about writing an article about this place. THEN the stupid management finally listened to me and I left with just a phone I planned to buy. DO NOT TRUST THESES GUYS. read more

I stopped in the day the iPhone 6 dropped. It was 5:30 in the afternoon I didn't expect them to have anything left. Gave my name and was told the wait was over an hour. While waiting I heard one of the sales guys (unnaturally muscular in the unattractive roidy way) kinda browbeating a customer "you're buying a $750 phone and you DON'T want a case OR a screen protector OR insurance??" That's the customers choice don't bark it out to everyone. It was my turn about 40 mins in. I got Amanda. Kind, informed, patient. She's great. She offered all the same items for my iPhone 6 Plus in a helpful professional way. I got the insurance, the choices for cases was slim so I passed. Amanda was perfect in all that chaos. I can't speak for the entire store but they had what I wanted and she made it a good experience. read more

Fantastic customer service. Staff there did an amazing job helping us switch over to a new provider and were great at helping us get our phones sorted out. Personable and professional and knowledgeable. Probably the best experience I've ever had getting a new ohone read more

I've been meaning to write this for some time now - I had a great experience in this store during what was a very busy day for them: the day of the iphone 7 release. Not only did the store do very well to see each customer efficiently, but the particular associate, Amanda, who worked with me was incredibly patient not only on my initial interaction, but even when I later returned to the store simply because I changed my mind on the color phone that I wanted. My experience when I returned to the store was what impressed me most, because I returned right before the store closed at what I can only imagine was a very stressful day, and due to nationwide network issues, the transfer of data did not go as smoothly the second time - yet somehow Amanda remained very patient with me (not sure I could've done the same), going above and beyond any expectations I could've had, to resolve the issue. I have not had any issue with equipment since that time, but should I need assistance with current or new equipment in the future, I will definitely return to this store based on the customer service I received on multiple occasions that day. Thank you to Amanda and to team at this Verizon store. read more

Decent service to get what you need. Traded my tmobile iPhone in with a new plan without a problem. Got 300 for my phone too

This is not a store that I would recommend since I completely got cheated by them. They gave me wrong information while signing up as a new customer. They put me on a different plan than what I requested which cost me more than twice the money. They said it was done by mistake. Now, when I want to return the phone since there is no plan like what was explained to me while signing up, they want to charge me the activation fee of 40$. The total amount of time I spent with them in the store and on the phone was over 5 hours which was a complete waste. read more

I would give this store a double 0. The employees are so rude and inconsiderate to their customers. I waited over an hour to be seen and then once a guy was able to help me he told he would be right back and ended up being gone in the back for another 45 minutes. When I knocked on the door to see where he was he came out and yelled at me for not being patient. 10 minutes later he came back out of the back room and told me I would need to call customer service. I think he would have known with in the first 5 minutes of waiting on me if he could help me or not instead of making me wait another 55 minutes. I do have to say one employee named Amanda is great and saved me. If you do have to go to this store ask for Amanda. read more

Besides having to wait 40 minutes, my experience here was great! I had to switch my plan and get a new phone. The sales associate Amanda was great!! She went over all the different plans, options and even found out I get a 16% off my bill every month through my company! read more

Ordered a phone online. I received confirmation that it was ready to pick up at this location and a prepaid envelop would come to my home address. I went in with a smile on my face and left enraged!! The employees here do not care about customers. They want to gossip in the corner and laugh at your uncomfortable in store experience in real time. No exaggeration! I've been with Verizon 10 years. They kicked my order out made me wait in line again to speak to someone who did the same due to some unannounced policy. I called Verizon directly and they put in a corporate complaint for this location, shipped out my phone & said they (chestnut hill) did not give me all my options.; which as stated by corp "all Verizon reps should do". They need to wipe the slate here and get in a new staff. As I waited for 45 mins 3 employees showed up late for work, went in the back, left the store to get coffee and came back...come on!! This is a true story. read more

Verizon - Mobile Phones Near Me - Chestnut Hill, Massachusetts

Another Great Day of Service - I enjoyed my 3/11/16 Transaction / Sales experience so much I brought a friend back 3-17-16 to get him set up a New Phone, GearS2 and Accessories ! :) Sales Rep - Sue, outstanding customer service all around. Informative and Helped tweak both our account settings to optimize best Plan and set up new phone, gear etc. This is definitely my preferred Verizon Wireless store ! read more

Worst of the worst. I spent 1.5 hours there to have the a function restored on my blackberry. After waiting one hour and then having 3 technicians hand my blackberry off to one after another, the third guy told me that they could give me my phone back shortly but they probably wouldn't be able to restore the function since they were closing in 20 minutes. Duh... given that was the only reason I was there, I suggested that I was not leaving without the function restored. Guess what? The did restore it- but, come on- you cant tell people ,after working on something for an hour, that you probably won't be fixing it...Well, I guess you can. read more

Thankyou for replacing my phone. You guys are the best! My phones micro usb port broke somehow and they are giving me a brand new phone free of charge in the next few days. How kind of them. I was in and out of the store and the problem was solved within 5 minutes. read more

Worst customer service ever!!! I was here at 10 am on a weekday to buy a replacement phone. There were at least 5 people "working" and few customers in the store but I still had to wait over an hour to be helped. Two of the staff were just hanging out chatting, apparently unable to help with "sales". Another employee's only job was to walk around with a tablet and try to sell Fios internet/cable. All while you spend the best years of your life waiting for someone, anyone, to allow you to actually make a purchase. When my turn finally came, the salesperson couldn't sell me the phone I wanted because even though the phone package was in their hand, a computer error said it wasn't in stock. Seriously, don't waste your time and don't reward their poor service- go anywhere but here for your new phone. read more

I would give zero stars if I could... the employees in this store enjoying staying idle and not being of help to the customers. I made an appointment online and an hour after the time I scheduled, I had not been helped. When it was my turn, I was told I had to get my id, so I went to my car to get it. When I got back in, the woman helping me was helping someone else. When I asked the woman collecting names if my woman was helping someone else, she would not make eye contact or respond to me. I then just walked out. Worst retail experience I have had. read more

The service was absolutely terrible. Not only were the employees rude and unprofessional but they deleted ALL of my contacts from my phone. I would have been better off not walking in there at all. When I subsequently asked for help they replied that I should call customer service myself. read more

i had to ask tbe helped while no less than 3 workers stood around shooting the breeze. i was told i was next in que when these workers were free to help me... oh and the store was dead! i was told the wait would be 5 min, mind you workers were just hanginh out! after 10 min i walked out... the customer service at this store sucks! i was there to purchase a second phone... now im contemplatung switching phine carriers... poor customer service is NEVER okay!!! get it together people! read more

Avoid this place. No customer service. I went to this place to get help activating a new phone that we had purchased IN THIS STORE and was told "I hate to tell you this, but you wasted a trip." And I quote. When I proceeded to ask for customer service, they never asked our phone number, never offered to help, never offered solutions. The "manager" was equally unhelpful. We had to leave without getting our new phone activated. The place wasn't even busy ... several people standing around, and no one would help. I think neither the salesman or the "manager" knew how to work the computer. read more

I went to Verizon tonight, 3/9/2015, and spoke with James. He assured me that I could exchange my phone for another, and that he knew a couple things he could do to assure that I didn't have to pay any additional fees, however, when he went back to check on the stock, he returned to say that he didn't have the phones that I wanted, but suggested I try the Coolidge Corner store. I asked him to call that store and see if they had the two phones I wanted. He returned a few minutes later and told me they did. Once at Coolidge Corner, I was told there was nothing they could do to avoid the additional fees. Also, the manager claimed that James never called her store that evening, and that she also did not have the phones in stock that I wanted. Who was telling the truth, I am not sure, but this experience was enough to make me post this review. read more

Had several terrible experiences at this store - first, they had to replace my Samsung Note 4, and claimed that all apps & data from the old phone would automatically transfer to the new phone - which turns out to be extremely incorrect, as the next two days of attempting to recreate my old phone proved. Then, when Verizon phoned to say I needed to bring in my new Note 7 for a recall (due to battery fires), I called to ask if they had the replacements in and to see when would be a good time to visit - but no one answers, despite many calls. So I drive in, for the greeter to say they're backed up 45 min (and then it will take 30 min to do my exchange). This is much longer than I have, but I wait...only to find out, no, they don't actually exchange, but rather take your Note 7, provide you with a substitute of a different model altogether, and then you wait for them to get the new (non-ignitable, presumably) Note 7 in stock. So I ask to speak to the manager...only to find out the greeter who made me wait without even indicating that I would still have to return to do yet another exchange WAS the manager. Not customer friendly at this location. read more

This is the WORST Verizon store. Just don't even bother. I've never seen a group of staff care less about their customers than the people here. I've been a Verizon customer for 13 years and live right nearby here so keep trying to make it work but every time I go I think I can't believe I got suckered in again. They are the rudest, laziest crew and truly do not care about "serving" their customers. Yes, you will wait in line to give your name, then wait around to speak to a customer service person while there are four verizon people on the floor not actually working (and I'm not referring to technical support), then you'll speak to a verizon person who can barely bother to look at you, and then when things get tricky with your account (because things ALWAYS GET TRICKY WITH VERIZON ACCOUNTS), then they shrug their shoulders, tap on their keyboards for 15 minutes and then say they can't help. I've actually stood in front of them saying "well customer service told me to come to the store and that you could - let's call customer service together" at which point they say sure use the phone but I'm not going to help you anymore. This latest time after calling customer service on their phone and speaking with them for awhile they said yes the store can help you just put me on with your service rep in the store and I can explain. So I hand the phone back to the same young lady who told me I could call them and she was even rude to her own company! Immediately she said I have no idea what this is about to the phone rep. Lady I just talked to you and then stood in front of you talking about it on the phone. She's literally looking at me like she's never seen me before. And then proceeds to say, I really can't get involved because I need to be receiving people when they walk in. Literally. This woman is SITTING BEHIND THE COUNTER, already taken my problem, then pushes me off to the phone reps and suggests that she should have nothing to do with helping me to completion. When I finally asked for her manager she said straight up "he's in a meeting, he can't help you." I can't even remember her name - Vicki or something like that - but I was this close to throwing the phone at her. I hung up, walked out, vowing yet again to NEVER STEP FOOT IN THAT STORE, drove to Coolidge Corner where I could pay for parking, repeated the same scenario and was helped both graciously and to resolution. Chestnut Hill employees are the absolute worst. read more

I feel like I've aged years since I walked through the doors of the Chestnut Hill Verizon store. We were told two customers ahead of us which didn't seem so bad with 5 people on the sales floor, right? Then 1 left, then 2 decided they'd rather discuss among themselves, then 1 became engrossed in next week's schedule...and then a half hour passed before our name was called...and then they told me they couldn't help me in store, I'd have to call customer service. Maybe they could triage what you need upfront so you don't wait around for no reason? I've been to this store before when service was good so maybe just an off night but horrendous experience. read more

I walked in with a dead iPhone, and decided to switch to an Android. Susan walked me through all the pricing options, and then helped me download an app to get all my contacts and messages transferred from Apple to Samsung. She also charged the phone, and took as much time as I needed to familiarize myself with the important features of the Samsung. Susan is polite, well-informed and generous with her time. Susan is a gem. read more

When I walked into the Verizon Wireless store (Chestnut Hill, MA) to do a 2-year upgrade, I had the good fortune to have Marie Carrio take care of me. As we talked I realized she was the same person who handled my phone upgrade about 2.5 years ago and was delighted to have her work with me once again. She's extremely knowledgeable, technically proficient and very focused on customer service. If only all customer service people I've interacted with in any situation were as good as she is! read more

I have been with Verizon since 2010 having purchased a phone/plan at this Verizon Store - I have been back several times since - and the last few visits were not the best and yesterday I hesitated to go back there because of less than helpful experiences in the past. Yesterday I went in with what I considered a complicated request but the tremendous assistance of an associate named Daniel proved me wrong. Daniel was not only proficient in his customer service but extremely knowledgable and made every effort to assist me in the best way possible. Daniel was patient and took the time to clearly understand my situation and all the while was patient and clearly described the options, plan that would be best for me. I can't say enough about the excellent experience I had with Verizon - made so by their extraordinary associate, Daniel. If you are considering a new phone, plan or have questions about Verizon, definitely go in and ask for Daniel, you can't go wrong. read more

I gave this store a very bad 1-star review a little over two years ago (based on a few bad experiences here), and I had avoided this Verizon store ever since. However, I just bought a new Google Nexus phone online and needed a new SIM card, and this was literally the only Verizon store that was possible for me to get to. So, I bit the bullet and stopped in ... and was extremely pleasantly surprised right away. I was immediately greeted by a very friendly woman who asked how she could help, then took my name and said someone would be available to help me in 5 minutes. While I waited, I browsed another new phone that I had been interested in, and the in-store Verizon FIOS representative struck up a conversation with me, being friendly and not at all pushy about his product (though he did inquire, which was fine with me.) Then, true to their word, a tech named Jason came over to me and asked how he could help. He was friendly, enthusiastic, and very knowledgeable about both my phone (which is not well known by a lot of people, even in the industry) and his own products and services. In fact, when looking at my account, he identified a different plan that would offer me better services (retaining unlimited voice and text plus more data) for almost $50 LESS per month! I walked out with much more than I expected and could not be happier, so I thought it was only fair to update my review. I will return to this store. read more

Had a great experience here on Saturday and prompted me to post. No wait (maybe because of holiday weekend), but was greeted at the door and signed in. Both LIsa and Andrew were very helpful answering all my questions. read more