Headache of the century. Came in because I was due for a free upgrade, and left having paid over $300 in unexplainable "store fees". Several subsequent changes made to the phone plan despite explicit request not to make changes as it is not my account. Told to hold onto old phone for 2 of the 4 weeks I have to turn it in "just in case" and then when returned was told that they could erase old phone in store. Great. A day later SEVERAL missed calls scolding me for not erasing the phone, but in one of many voicemails was told I could erase it remotely via iCloud account. Did so, and then MORE calls (including to other family members on the plan) stating that it actually cannot be done remotely, and nothing can be done over the phone. Has to be in person. Fine. Come BACK to the store and am NOW told it cannot be erased in store. Has to be connected to my home network to erase. Have to bring the old phone all the way home and all the way back same day because I am now just days away from being charged the full amount of the phone due to THEIR conflicting information and lack of assistance. Zero apologies, zero thorough explanations throughout the process, whole thing dragged on for weeks. Staff members made me feel incompetent despite all issues stemming from their negligence. Don't go here. read more

The staff had outstanding customer service skills, I was charged very little to upgrade my old, broken phone to a brand new iPhone with a case, accessory, charger, and well placed screen protector. I was also given an Apple Watch for a small additional fee, I wasn't sure about taking it, but the staff said that it was such a good deal that I should take it and give it to someone on my plan who might appreciate it more than myself. Kali was an exceptional representative, and I will definitely be returning to this location next time I have any questions about my tech. read more

Always had amazing customer service here with Nick! He always gets me taken care of and I never leave wondering or with any questions he handles everything very professionally and is always kind and upbeat. If you stop in look for nick he'll make sure you're taken care of! I've been a Verizon customer for 4 years and always have problems or rude service but have always had a good experience at this location read more

1/23/25 update - The Verizon Executive Office called yesterday. They were responding to my complaint about this store to the Illinois Attorney General. They agreed to credit my account the full amount of the ongoing credit the store had promised, and to speak to the store about it. Thanks, Illinois AG! See below for the full story about why I had to file the complaint against the Broadway store. Original post from 1/8/25: I was very disappointed with this Verizon store. I have been a Verizon customer for many years. My son and daughter-in-law went in to take advantage of a Black Friday week offer on new phones, and I went in the next day. We were promised new phones for free (with the signing of a 36 month contract and the trade-in of an old phone), and we each selected a different new phone. The purchase confirmation I received for each phone said the purchase price was $0. The clerk told us we'd receive a monthly credit for the purchase price of the new phone. (I received a separate document saying the down payment was $0. Purchase price and down payment are two separate concepts.) When the next bills came, I was surprised to see that there were small charges on all 3 phones. The total difference for 3 phones over 36 months was about $300. Since Verizon's website said to discuss this with the store, I make an appointment to see Josh, the manager. He showed up at the store about 35 minutes late, with no apology. He checked his computer and said that the store didn't receive credit for the full amount of the phones, that must have been explained to me, and he couldn't do anything about it. He denied I received a document with a purchase price of $0, and suggested I was confused, because that was the down payment. He offered to take the 3 phones back for cheaper models (without charging the typical return fee). I declined, since I wanted what had been agreed. (Josh did take care of a Verizon record snafu that erroneously showed one of the trade-in phones hadn't been returned.) Even if Josh's story about an oral explanation at the time of purchase were true, it's very surprising that Verizon doesn't give a complete receipt showing all charges on one piece of paper when a phone is purchased to show all potential charges. That's, at best, a recipe for misunderstanding. If you choose to purchase from a Verizon store, ask them to put all potential charges on one piece of paper you can take with you. I asked to speak with the district manager. Josh took my information and said the district manager would contact me. It's 13 days later, and I've heard nothing from the district manager. I contacted Verizon's national customer service, who said they could do nothing. I've also contacted the Illinois Attorney General's consumer protection office. I wouldn't deal with this store again. read more

Had a great experience with Nick. Super helpful, solved my problems and was kind through the whole process. Nick deserves a raise!!

I know this is long, but please read. There was a lot that happened. First, the manager Josh is a liar and doesn't care one bit. He will lie straight to your face and show no remorse or anything at all. It all began when my husband and I needed to switch phone carriers. We live near this store, so I stopped in on my lunch to get an idea of how much a plan would be. Nick helped me. I thought he was nice at first. He quoted roughly $200/m for our two lines and phones. He then said it'd be even cheaper because we'd save if we signed up for auto pay, traded in our phones and also we'd receive a device credit. Sounded great! My husband and I went back later that evening to officially sign up, and Nick continued to help us. I asked again to go over the cost of the plan, and he said the same thing. Well two days later we got a bill already. According to that, our monthly payment was going to be over $280. Once we got that bill, I tried talking to Josh. He said if we signed up for auto pay, trade in our phones that would bring it down to around $220 if we lower our plan a little bit as well. We were not happy, but okay with that. Well, we were then told we'd lose the $200 rebates for each line. This was after Josh said at least three times nothing would change by lowering the plan. Well, we weren't happy anymore and left. I should mention at some point, I talked to Josh's district manager Jacob. He did not care at all. He didn't apologize (until I mentioned he hadn't apologized about 15 min into the call), he didn't offer a solution, or even say he'd talk to that location so this wouldn't happen again. He didn't help at all, and by that made a frustrating situation even worse. We went across the street to Tmobile. We decided to switch over to them. Well, it was a struggle. Verizon didn't want to unlock our numbers. We spent about 2 hours at Tmobile, because of Verizon. We returned our phones the next day, got receipts for that, and hoped that was the end of it. Well, almost a week after we return the phones we get a bill from Verizon for over $2600. I called Verizon customer service, because I did not want to deal with that location. Well, according to the Verizon rep I'd have to go to the store, and they got their supervisor on the line. I was on the line with the supervisor while at the store. Turns out Josh didn't process the return correctly, and he tried blaming us and continuing to lie. The supervisor with Verizon customer service heard everything that was going on. She said he definitely screwed up, and I should write to Verizon customer service. She thankfully got everything cleared out! Even writing this doesn't convey just how scammy and awful this whole experience was. It was almost two weeks of extreme stress. Josh will cheat you, lie to your face, and yet call you friend. He showed no true remorse for anything, even after he admitted we were lied to. Each time (at least three times) I had to go to that location, someone else was there because they had been overcharged someway. Read the other reviews, it appears they have a habit of cheating people. read more

I am happy to have this store in the neighborhood. I had an issue that Joshua worked hard to resolve; I'm relieved! I am now a proud owner of a new iPhone, one that works perfect for me. They found solutions for me and my budget, yay!! read more

Terrible customer service. I never will get Verizon again. Stay away from this company, there are much better, cheaper alternatives with better customer service. The company tries to sell you equipment and services, but if you want to return, they charge you a restocking fee, making the process very difficult. read more

Significant deceptive business practices based on my purchase 7/17/21 of a new iPhone. We were misled by Joshua Gilman regarding the "device payment promotion" of $179.99; we were told this a special purchase promotion for the iPhone SE (2020). After paying $257 (the special promotion plus SIM card and taxes), we thought we were complete with the transaction. Then the Verizon bill came. The bill showed an additional $410 fee, financed over 24 months. I called the store 3 times and was told I would need to work directly with Josh to resolve. I left three messages and never received a call back. I was told Josh would call me back, "...Josh stepped out for a few minutes...", just excuses. I called Verizon directly to resolve and was told they didn't see the $179.99 payment but that the total price of the phone was $410. The Verizon customer service staff referred me back to the physical store. I called the Mobile Generation store again 8/24/21 (using a different phone) and spoke to Josh. He tells a very different story now about the $179.99 explaining it was for a waived set up fee and 4 worthless accessories. He said their "talk track" is very clear about what the promotion covers. I asked to remediate the issue (we don't even want a liquid screen protector) and he said I should have come into the store within 14 days to resolve. 1) I had no idea I was being ripped off until I received my Verizon bill, 2) I called three times and he never called me back. I asked to speak to a member of management today and Josh told me he would give my number to someone for a call back. I will never get that call. I am reaching out to other stores in this chain to further escalate this issue. Bottom line, the "special promotions" offered are deceptive and intended to mislead customers. The customer service is horrible and it seems the staff's "talk track" is to avoid and deflect customers who have issues, as a result of the scam this store runs. read more

Never realized this location was here, but glad I found it! Good sized store, well-stocked. Derek was awesome - knew what he was talking about and went through different options, making sure we weren't paying for things we didn't need, but good at highlighting things we may want. Great service, easy street parking in front. Will be back. read more

With customer service disappearing, it was a pleasure to receive great customer service from Derrick today. As I am not a tech savvy person, he showed patience in helping me resolve my problem. read more

Not trustworthy. Just as another reviewer describes, the salesman will secretly add deceptive "promotions" to your Verizon account that kick in after 30 days. Strongly recommend going elsewhere. read more

Jacob was amazing. I needed help with getting my grandmother a new flip phone. He was so helpful, smart, kind and saved her a bunch of money. Perfect experience! read more