The man that helped us was patient and helpful. Our problem was resolved. We didn't have to wait long to be helped

Really regret coming back to Verizon, I thought it would've changed by now and yet here we are. We did an online order for 2 phones. They were absolutely Free iPhone 16 Pro Max since the 17s were about to come out. The only stipulation was to port our numbers in, no trade in required. Verizon sent us the wrong phones just iPhone pro not Max, I was advised by multiple customer service reps that in store would be quicker and this all during our move, selling a home and purchasing one. So I go in the store met this young lady, for some reason they just couldn't do the exchange even after multiple calls to customer service 800 number, the rep insisted that there was a restocking fee but it was supposed to be waived, she ended up taking $80 for a restocking fee from my return and had to pay all over again for taxes, then she changed my plan, now my bill is $46 higher because the plan she put me in was different and it added the phones. The phones went from $9 to now $23 each. This place needs to fire everyone in here! These people would rather get over and resign you up to get a "commission" instead of doing the right thing by the customers. Yup cancelling, filling a complaint and maybe talk to someone who knows about laws, these people and company is very unprofessional and unreliable! Spent hours just trying to get my plan back where we were in the beginning and nothing! Good thing I have everything in writing so this should be an easy win! 2 tips: Don't do business with this store! And if you decide to do it GET EVERYTHING in writing! Or they will SCAM YOU! read more

Rude employees I will never go to this Verizon store again. Ordered a new Apple Watch. Received wrong item. Needed to get help correcting the order. I was greeted rudely, employee was nasty to me for no reason. Manager apologized but I was treated terribly and read reviews for this store and now I know why they are so poorly rated. read more

Horrible customer service, upgraded my daughters phone the rep I dealt with was adding on services we didn't ask for, took home as my daughter has always did her own transfers and it kept freezing and we took it back into store and she was so rude and disrespectful and talked to my daughter like she was stupid , we brought phone home and talked to customer service and CJ was amazing and helped the issue my daughter was trying to talk Verizon employee was just nasty and should not be customer faced at a retail store ! Shame on her! But Cj from corporate ever called a hour later to make sure all ok , Now that's customer service! read more

After my daughter and I picked up smoothies for all of us next door, my fiancé and I stopped in to join their phone service. The plan we signed up for includes Apple Music, Apple Arcade, Hulu, Disney+ and ESPN to watch our favorite shows and movies and unlimited data! They had a deal if you purchase 2 or more accessories for your phone, you get 30% off, I chose their ZAGG Invisible Shield screen protector and Universal USB charging block! FYI if you don't get this charging block for iPhone 13, your battery will slowly get damaged the woman informed me. My fiancé also receives a $500 Visa E-gift card for keeping his old phone and switching to Verizon!! I would definitely recommend this location, the woman helping us went through all the pricing and for everything the plan includes to me is a great deal! We'll definitely be back! read more

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My phone went black and I had Tmobile for years. I originally went to find out what they can do for me and they wouldn't do much without 150 dollars that I didn't have. My BFF has Verizon with 3 line and wanted to add me on his as a 4th. They were so helpful and I got a brand new s24 for free and I no longer have to pay a phone bill, my BFF bill only increased to 5 bucks but it knocked off 10 dollars for each line. I recommend this store, the 3 younger ppl were helpful and made it easy. So far so happy. read more

My mom went to pick up a phone that my sisters and I bought her. The manager working, Shaun, was so rude. Absolutely disrespectful. My dead dad was the account holder so obviously he couldn't be there to show an ID to get the phone. Shaun wouldn't let her call me, an account manager. He didn't care at all when she mentioned her dead husband. Luckily I could call and add her to the account but what an absolute awful person. He should absolutely be fired for his behavior today. read more

Horrible customer service. Had issues with the WiFi router multiple times but seems like they don't care and don't want to have it fixed.

beware! do not go here. call customer service instead to buy your phones or go elsewhere. my mother was treated horrible by the whole staff even the manger for getting a new iphone. imagine spending $1,200 for a phone and getting treated this way! they only want your money not to provide you customer service! get better training or get out read more

Went there today so you could check your employees who were there . The manager was Mercedes. Her and two other young women were extremely rude and even name called inappropriately. Manager had no control of her staff and Mercedes herself said we were asking too many questions that we would have to pay her 29.99 for her to answer basic Verizon phone questions. Just spent a thousand dollars on a new device and was treated like garbage. Was trying to transfer old device to a new one and there were issues with the WiFi and service and the phone was not functioning properly. I have been a customer for 30 years. These woman were aggressive. Asked us to leave because she wasn't able to handle herself like a professional customer service manager. Disturbing . Will never go back and I'll be telling the many people I see at my place of business to not go there. read more

Terrible customer service. I will change my service. Employee needs basic customer service training.

Dishonest and disappointing. I came in asking for a phone and a plan, and ended up with a premium protection and apple one addition. Salesman took advantage of my ignorance re: phone plans. Oldest story in the world, super boring. Just use the online chat. read more

I was a Verizon customer for 2 years after my account was activated and set up at this store and let me tell you, I am so happy to be free of Verizon! I walked in on Veteran's Day of 2022 to see what deals they had going on for vets as I wasn't the happiest with my cell coverage under my former provider. As Verizon advertises that they have the "most towers and coverage" I came here. My first complaint starts at the attitude of the salespeople. I remember even though they were setting me up with a "free phone" (that I later had to pay off in full just to leave Verizon after repeated service issues) they put me on a plan that was absolutely ridiculously priced for what I was receiving. Even with my $15 military discount, I was still paying $85 a month for ONE unlimited line. I now pay $78 for unlimited for both my husband and I both through our new carrier, with better service. The sales manager who set my account up also hit me with about $100 of extra fees and taxes for the phone that isn't disclosed until you're physically signing your contract and paying last minute. Then, had the audacity to say he was doing ME a favor for "giving me a deal on Veterans Day". No, you completely ripped me off and did the basics of your job that you are paid for. 2 years later, Verizon's prices continue to climb for no apparent reason or upgrade in service, and for the outrageous prices they charge their service is no better than any other cellular company out there. Honestly, at times, it was worse! Any time I had to contact corporate customer support, it was a complete headache listening to people who didn't understand me and I didn't understand them. Even a month after I've disconnected from Verizon and left to another carrier, they are still making this process incredibly inconvenient and frustrating to deal with. Apparently when I left Verizon I had a 33 CENT balance due that they did not allow me to just pay off in store when I disconnected from Verizon. They sent me a 33 cent bill through email and the mail and will not give me my account number to pay it or so I can log into my online account and pay it. Because of their inconvenient, non-practical system, I'm going to have to go to their store to pay a .33 cent bill because I can't reach customer service online without logging into an account. Might I add, I HAD an online account, which Verizon disabled when I disconnected my line. Just ridiculous for the prices they charge. They make everything as hard as it can possibly be and could care less whether they provide good service at all. Don't recommend Verizon at all. read more

Oh my! I got convinced by the sales guy at Xfinity to switch to them. He sure gave a good speeel! I have been with Verizon for 30 years but was looking to save some money. NOT worth it. Just switched back and will never switch again. Great coverage pretty much everywhere. read more

Experience the worst Customerservice I have ever experienced. The sales people are extremely rude. Mercedes the manager was as rude as the rest of the sales people. We had just purchased a new iPhone and had some questions and they would not answer any questions without us paying an additional fee. And then were very rude on top of that. And then asked us to leave the store. I would not recommend using this location of Verizon. I would give negative stars if possible. read more

I wanted to stop in to inquire about upgrading my iPhone 13 Pro to the new 16. I made an appointment, got there about 15 minutes early, and was helped within a few minutes. No wait time which I appreciated, which is the only reason I would give a star in the first place. Back story: my mom is the main account holder and has 5 phone lines on her account. She lives almost 2 hours away. She gave me access as an account manager to be able to upgrade my phone. I do not know the ins and outs of the billing since she runs the whole account and charges each person accordingly. The employee helping me came out of the back room and had 3 different options for me, from what I understood it was a potential bill for upgrading to the 16 Pro, another for the 16 Pro Max, and one other option that I didn't quite understand. She was talking really fast as if I understood what everything on the paper meant, then handed me the papers. I was very confused and tried asking multiple clarifying questions as to what each of the numbers meant. She unfortunately didn't provide me much of an explanation. The total bill was going to be almost $300 a month, which didn't make sense to me. I continued to ask her, "is this really going to be almost $300 for each month for just upgrading my phone?" She continued to say yes. I could tell she was a bit rushed and wanted to get to the next person in line. This whole interaction was maybe 2 minutes max. At that point, I told her that I would just need to think about it, took the 3 papers and went back to my car. After realizing the total bill meant for all 5 phone lines on my mom's account, I came back in the store to ask another question. I understand that I left and came back, making me lose my place in line. The employee came back over to me when I flagged her down, and I asked her again, "is this total bill for just my phone or is it the other lines on the account as well? This is my mom's account (as it says on the top of the page)." She answered "well yeah, for all the phones." I ask her how much it be for just my phone alone. She says "you'll just have to do some math. I'm already helping someone else." At this point, I'm frustrated because she is not being clear or helpful. This was not great customer service - I was clearly struggling with understanding the bill, and she did not do much to help me. I would have liked her to offer to put me back in line, offer to get someone else to help her explain it better, ANYTHING else. I also had a poor experience a year ago at this same store when trying to transfer my husband onto my mom's account as well (long story short, he stayed with AT&T lol). Guess it wasn't a coincidence and I'll have to try a different Verizon location for better customer service. read more

please avoid this particular store !! front desk here is a mess! no one has any clue what they are doing just blaming eachother if something goes wrong. wanted to open a single account with 2 lines they opened 2 separate accounts ‍ once they finished doing that they will make you reach customer service for everything, ended up closing my account with verizon in less than a month and still had to pay a whole month of phone bill, now need to figure that out offcourse with the "customer service" overall terrible terrible experience read more

Signed up for the new 5G Internet with Verizon on January 6, 2024. I Was told to make an account online on the mobile app. Been trying to create my online account been to the store four times talk to customer service for an hour and a half been to another Verizon store in Roseville and went back to the Citrus Heights store again this morning and still cannot create the account.. Do not recommend this place, and I will be returning this Wi-Fi box. Verizon, you suck. read more

This review is for the Citrus Heights Birdcage Verizon store. I bought a used iPhone from Amazon and went in to transfer my old phone over. This store is an authorized dealer. I deducted one star for Verizon charging me $29.99 to transfer my phone but aside from this I had the luck of getting Kayley to assist me. SHE'S FIVE STAR AND KNOWS HER STUFF! Kayley also helped my daughter order a new S24 Ultra phone before it came out, a watch and tablet plus go over her bill in detail and answer all her questions (we also have Verizon home wifi -- I also recommend their home wifi). These stores don't have very good yelp ratings so now you have an in with Verizon. Go in and ask for Kayley! She will hook you up. read more

Went into the store to upgrade my phone and trade in my old phone . The young man who checked me In could not bill the upgrade fee ( out the door ) price to my account . He instructed me to place the order online for store pick up , as I placed the order online he said he could not give me the phone because it will be shipped to me . After getting a physical payment to walk out with the phone he could not cancel it or help with the process of completing the trade in or upgrading my phone . No sales rep helped me I just got checked in with no solution. Have been calling for the 2nd day in a row trying to find out where this phone is that was supposed to be canceled by got shipped anyways after the gentleman said he would add it to the inventory so I can do a store pick up and get a phone the next day . Phone shipped , no resolution, order was not canceled , did not get to speak to a sales rep , the appointment is now made at a residence but the package says it was delayed by the carrier . Wild goose chase . read more

I went into this Verizon store this morning with the intension of getting a new phone. I didn't want a new phone, but mine wouldn't fully charge. A young man named Donny "Don" was my representative. he was very helpful,actually troubleshot my phone. Cleaned the power connection, and plug in a new, fast, and more powerful charger. Instead of $300 plus maybe a lot more to replace my phone and my wife's, I bought two new chargers and cords. Got great service and a friendly knowledgeable person with Donny. Hats off to the Birdcage Verizon Store. PK read more

I have to 1st say that we love our phone services and I have had it for many years and will never change. The Internet service was a joke!! awful!!! could never watch anything straight through. I work from home more because I was in a car accident, I could not do work on my computer because of the Internet... Beware they never tell you that you need to be in a service area for the cable...Fios is for the regular cable network. He never mentioned that to us and we are not in the network area after the fact...Going back to Xfinity read more

just switched to Verizon from T-Mobile and got new phones for my business. Carly and crew were amazing! thanks for the hard work guys!

Upgrading my phone at this store has been one of the most frustrating experiences I've had. I was helped by a sales person who had a pleasant demeanor but failed to present me with options. She didn't ask if I needed more storage or wanted a better camera. I got home and realized I should have purchased a phone with a better camera. When I went back they insisted that a restocking fee can't be waived and they felt that I should have told them which phone I wanted. According to the sales associate and manager I said I wanted to something comparable to what I had. The only information I gave was that I wanted to upgrade to a larger screen. No questions were asked to determine my needs. I refuse to pay a restocking fee. The manager (whom I witnessed mocking a customer earlier) places all blame on me. Clearly he expected me to come in knowing which phone I wanted. I was under the impression that the sales person's job was to help me decide what would work for me. She is the expert. The manager was very dismissive and disrespectful. I would not recommend anyone go to this location. I called customer service and they said they don't have access to this stores systems so they can't help me with the restocking fee. They seem to not manage this location so you have no recourse if you have a bad experience. Evidently Verizon signs off on this kind of behavior from their employees. read more

Complete waste of time and money. Version sucks add. Call 7 times on a new prepaid account and they did nothing. Went to the above store and they were completely useless. Didn't even try to help. read more

Went in at 10:10am to get a phone and start service. They open at 10am and was told it was an hour wait. That's understandable being close to Christmas. They took down my name and told me they would call me about 11am. It's now 53 hours later and they haven't called. I probably won't wait for call anymore and just buy elsewhere. read more

This was a horrible experience at this location. The employees make every costumer wait at least 20 to 45 minutes to do anything, they even had me come back an hour and a half later and my phone was still not all the way set up. There were at least 4 employees there, but for some reason would only help one person at a time. I got so frustrated since this took up my whole day, I went to another location down the street and was helped immediately with my issues resolved. I was so disappointed it makes me want to go with another provider. read more

I came in the day after a $700/trade in promo ended, to get the $700 trade in promo. Traded in my phone, was assured that I'd get the $700 trade in promo, not the $440 one. Came in a few times after receiving my bill to ask why I wasn't getting what I was promised I'd get. Made an appointment each time I came in and still had to wait 30-45 min before being seen every time, even when I made an appointment at the time the store opened. They said they wrote a letter on my behalf to ensure I'd get the $700 promo. It'd be reflected on my bill a few months after the fact. After following up with customer service I was told entirely differently that the documentation submitted states I'm not to be given the $700 promo and to stick with the $440 promo. read more

Verizon Vs. Verizon Visa. 'One hand has no idea what the other is doing!' If you go with Verizon Visa to pay your bill, and save phone line charges, expect nothing but confusion. This happens almost every month where the Verizon website says we don't owe anything. So, we go to Verizon Visa and presto there's our bill. At times, the Verizon website will even show a different bill than Verizon Visa! Talked with some friends who have the same experience. It seems Verizon is like a tiny 'mom-pop' shop when it comes to billing! This is not a slam on the individual stores but on Verizon Corporate who seem clueless on billing issues! read more

I wanted the new iPhone 11 so I went in with my dad twice on separate days in the afternoon and was completely ignored both times. They told me I needed an appointment to be seen. I made an appointment for the next day and went without my dad. As far as I could tell, the entire staff was male. I was serviced by a man who did not ask me a single question about what I wanted in my new phone. He brought out a phone and explained how much storage it had (64G), to which I then explained how I wanted the 128G phone. This was met with, "Really? You're going to need that much?". As the interaction was coming to a close, he told me the amount I would be paying that day. I then explained that I wanted to put in full which was met with another "Really?" He then explained he couldn't help me set it up because company policy said it took too long in the store and it's not required in my appointment. He said I could stay and set it up, but implied that I shouldn't because "our wifi is super bad". So I left. Tried setting up my phone at home and failed due to literally zero direction given, and had to go back to the store. It took maybe 5 minutes for me to get in and out of the store. Suggestion: ask your CUSTOMER what they want instead of assuming. read more

Michael. Thank You. I came in and saw a few couples leave before me and eventually became tired of waiting myself, and then, Michael came out from the back office and explained that they are busy and signed me in. Really professional and customer service conscientious guy. When it's busy, it's busy, I get it. Thanks Michael. read more

Since returning to Verizon in September of 2020 I have not had a good experience. First my wife and I were promised two $250 gift cards for the purchase of two phone and watches. The sales person never informed us how we had to apply for the cards! With the store being shut down because of COVID, I finally reached out to the customer service department in December. Reaching out to the customer service department I have been told different stories about the gift cards, been placed on hold twice up to an hour, Verizon disconnected the call, and had to wait 30 minutes just to speak with someone. The last call with the customer service department a manager assured me that I would be getting a follow up call and email, well it's been a week and still nothing. Secondly, a gift card was given to me for Christmas and the card was never activated! The family member who purchased the card and myself have contacted the local store and were referred to a corporate location. The corporate location referred us to the 800 customer service number. The customer service department was no help and referred us back to the local Verizon store. I'm starting to feel that returning to Verizon was a big mistake and will most likely be leaving when the contract is up. This whole experience has just been horrible and I'm so sick of hearing because of COVID the hours have been adjusted, store has closed, and the long wait times when trying to reach someone from the 800 number. It seems like the employees at the Citrus Heights Verizon are quick to close a sale than could care less about the customers their after the sale. read more

5 STARS FOR REP JANET, ZERO STARS FOR VERIZON ITSELF Insurmountable obstacle solved by this angel? A new phone. After 3 hours trying to buy a phone (a replacement for damaged one) by website, call, chat she was able to supply one. Janet worked quickly, was personable, knew the merchandise, made recommendations, and got us what we wanted. Verizon's failure of customer service? Phone damaged, and calling from a non Verizon phone to report, automated systems dumps you without any option saying you are not a verizon customer, call your provider. So find a landline to call. Could not purchase phone by website, phone, or chat (phone lost by definition means you can't get the texted secure pin). You must physically visit a store with the stock you prefer. There a greeter will ask you for your appointment time, which could not be made. (See above) Janet was able to get us the phone, despite Verizon's determined effort to keep us from doing so.... read more

I was told in trade in I would get immediate credit on the account. They made it over 36 months. Now I'm out my old phone and $800. I will leave Verizon and never return. read more

Wish I could give this zero stars.. we've been Verizon customers for 3 1/2 years and every time we go to this store we expect a different outcome. They're lazy and have never once helped us with anything. Always trying to get us to buy new stuff instead over helping with the devices we have, we have 2 young kids and are on a budget. They're rude, horrible customer service. Please drive the extra 10 mins to the next one! read more

First let me start this review that I've been in a sales related job for almost 3 years, so I feel I am critical when it comes to how people treat me when talking to me. I see a lot of people on here saying things like "worst customer service ever, I wasnt even greeted" I can tell you that's false. Or people complain that turn over is high. Any sales job has a bad turn over rate. But this place I have returned to 3 times over 7 months and recognize the same faces. When I walked In the place was packed, and I had 2 people let me know they will be with me in just a moment. As they should because it would be rude to drop the previous person to move to the next until they have their needs met. As soon as someone was free they assisted me within 5 minutes (busy is a good sign for people not in sales) The person that was able to help my wife and I was named Mac, I didn't catch his last name, but I believe he was in his late 40's/ early 50's. He was the nicest sales rep I have ever talked to In my 3 years of sales. He wasnt pushy trying to get us to upgrade, or add a line or any extras. He genuinely tried helping our situation. When an issue did come up that he couldn't fix he actually gave us literally 3 other stores that aren't phone carriers that could solve my issue, when it was of no benefit to him. During all of this we were also having a good conversation. He just felt like a genuine person, and someone you want to work with. Sales gets a bad name, but he exemplifies what it means to be a good sales person and every one should be more like him. Sales isn't tricking people into buying what you have, it's making friends and figuring out your friends wants and needs.I even Considered purchasing some accessories just because of the interaction even though the same ones are cheaper elsewhere. And to the people reading please take the 1 stars with a grain of salt. In my experience the people who are just angry at the world tend to leave bad reviews often if they aren't catered to. However the people who had an amazing experience never think to leave reviews. That's why when something catches my eye In a good way i try to let people know which doesn't happen often, as I only have left 3 reviews. Go in and ask for Mac and you won't be disappointed! read more

I came into this store earlier today to purchase a phone and have my bill explained to me and Virginia was the worst help I've ever received. Didn't greet me when i walked in, was argumentative and kept telling me i was wrong and showed no interest in helping me. Instead of helping me understand "why i was wrong" she giggled as if something were funny. I left and came back and had a rep named Tyler help me. Tyler has helped me before and is always very professional and courteous. He broke my bill down to me with no problem at all and sold me the correct phone i wanted and gave me his contact info in case i had any problems during set up. I recommend going to see Tyler. He knows his stuff. Only giving a 5 because Tyler went above and beyond and for Virginia an absolute 0. read more

I've always wondered how a store could have so many negative reviews until I came here a few days ago. I understand some people may be having bad days but, that doesn't excuse how rude they are with their customers. I came in here asking for a simple fix and maybe some technical support, yet I was spoken down to and so rudely as I was ignorant on how to fix it. The condescending attitude might wound my ego a bit. But making rude remarks straight to my face is simply shocking. I believe the person in question was named "De" something and I just can't believe how rude they are. To top it off I think I stood around for 20 minutes when there weren't even any other customers they just blew me off. read more

Beyond terrible customer service. I went in because my phone was not recognizing my sim card. Was told that they needed to order me a new phone so I paid to have it delivered the next day. Never gave me a tracking number though. They were closing and it very much seemed like he wanted to get me out of there so they could close. Totally understandable. I showed up right before they closed. I was told that my phone would still be able to make calls and text while on wifi. When I try, it says I need to set up wireless calling and it errors out whenever I do. So I can't make calls from my phone. For some reason, after my visit the other phone on my account stopped making calls. The user of this phone was still working and needed to talk to clients during this time. We had to spend hours (not an exaggeration) texting with a customer service agent (because you cant actually speak to someone at 6:30pm on a Tuesday) and after resetting the phone several times, got the other phone on my plan to make calls again. Because of the resets though, any saved passwords were now gone. The phone did not come when I was told it would so I went back to the store. I left work early this time to make sure I did not get there right before they closed. The man helping me said it was a FedEx problem and there was nothing he could do. I told him that it was affecting my job and my partners job and the guy brushed it off. I told him I needed a new phone tonight and he said that because the phone was in transit, there was nothing he could do. He offered to talk to his manager about removing the fee I was being charged for delivery because my phone was not delivered. Why would I pay that if my phone was not delivered? He then went to the back to see if his manager could push the transaction through and came back and said the system was down. The other 2 employees who were using the system to help customers said it was working for them. So he just looked at me and said there was nothing that he could do. Never tried to apologize for all of the inconveniences, poor customer service, wasting my time, shutting off the other phone on my account or his smug attitude. He just brushed me off and placed the blame on FedEx. I don't give FedEx my money every month, I give it to Verizon. This was Verizon's problem to fix and they failed miserably. I will say that the guy who greets people when you come in ( I think his name is Matt) is very nice. Unfortunately for me, the only person who works there who has customer service skills, is only responsible for greeting people. Train that guy to handle guest concerns. read more

Just walked in to get my phone activated, after wasting time trying to activate it online and by phone. At least over the phone they cut to the chase and said straight up my SIM card was retired and I had to go into brick and mortar store to get a new SIM if I wanted to use my phone today (otherwise wait for one to be delivered). Walked in and customer sales rep helped me right away, even with a decent crowd. Took all of 5 minutes to get my phone activated, with new SIM card, and tested. I brought in a phone I had had for years, yet no hard sell on a new phone, no hard sell on extra services. Great service. Super efficient. Friendly staff. Great store. Would not hesitate to spend the 20min it takes to drive over and come in here for great face-to-face support for any other customer support help I need, rather than waste an hour online getting nowhere. read more