This location saved the day! It was a dark and stormy day. My teen had come home from an end of school party with her 2.5 year old iPhone smashed to smithereens. Since phones are as important to teens as breathing, I knew I needed to act fast. I logged in to make and insurance claim and realized there would be a $159 deductible. I had been putting off getting her a new phone for a while anyway so instead of paying the deductible, I ordered a new phone. That is when I realized the issue. The phone would be sent overnight, but with the weekend and approaching holiday, that would mean no phone for almost five days. Have you ever tried not breathing for five days? I was about to break the news to my kid when I realized Verizon offers same day pickup from their local stores. Plus they had the new phone in stock! Crisis averted! It took about five or six hours for the phone to be ready. Once we arrived we were in and out in about two minutes. The process couldn't of been easier. Everyone we dealt with on the phone and in the store was awesome. If you're in the market for a new phone and know what you want, I strongly recommend you choose the same day pickup method. It helped us out considerably. read more

Absolutely horrible experienced at this store - I've had a more pleasant and faster experience buying a car. Incompetent, rude, lazy staff that will work as hard as possible to tack on every additional fee, surcharge, and upcharge that they can find and then gaslight you into thinking that you are being unreasonable for wanting to negotiate a better price. This store is the reason I will leave Verizon after years of loyalty. read more

Updated a five year old iPhone yesterday and although ferreting through the many deals and discounts offered by many carriers is difficult, Benita at Verizon in Covington did a fine job in finding the best (and most economical) plan for me. Her courteous, knowledgeable, and efficient assistance is appreciated. read more

Tried setting up a claim to receive a new phone. The attendant erased all my data on my phone before sending the claim. After two hours, they sent me home to just deal with over the phone support and now I have been on the phone for 2 more hours just to get my information a different way. They really screwed me over and I still haven't been able to make a claim. And now out of a phone for who knows how long. read more

I have received nothing but amazing service here! My phone was stolen this young lady in the location helped with my insurance claim and when my device came in. I went back into the location and they helped me to retrieve all my data! Excellent customer service and I will definitely return to this location. read more

DO NOT SHOP HERE! Is getting into shouting matches with customers normal cause it sure seems that way here! I went in to buy a new phone and ended leaving in less than three minutes without purchasing anything do to the extremely rude staff. This location should be shut down! read more

The Covington store on Hwy 190 is amazing. Staff is always friendly and gives the best customer service.

This place is a joke. Brand new $1400 iPhone. Girl doesn't put screen protector on properly, doesn't take time to transfer data or explain properly, phone broken on first power up, back next day for 2 hours...all set up...then 2nd phone breaks 10 days later. How is that even possible. Dreading dealing with these clowns again. read more

Rude, condescending, and almost hostile. We bought a new iPhone 10Xs Max. The salesman does not like Apple products. He told us we should never update the operating system because Apple breaks its phones on purpose. Almost made fun of us because I said I had not heard that. After the phone would not activate, and having spent almost 2 hours on the phone with Verizon support, we went back to the store to get the phone activated. Once again, rude, condescending, and acting as though we are wasting their time. Oh. And please turn down n the music. It's a store, not a nightclub. At least we didn't have to wait. Gee. I wonder why there were no other customers. read more

The customer service is not only slow but it poor as well. Everytime I have visited this location, I am met with a negative attitude. The employees are very scripted and they always tell you what they CAN NOT do, but expect you to be patient with thier 20 minute wait times while thry tell you this. I have been a Verizon customer for 12 years and I have nevet had to deal with such impolite pigs in my life. I will never visit this retailor again. read more

Okay, I'll preface this by saying I'm not a huge Verizon fan. This review is based on my one experience with one rep at this one store. Sure, you've got a good network for this area, but your online reps stink and I've had so many issues with you guys over the years... BUT, you finally got a rep who does his job exceptionally well. GIL. I stopped by this location because it was convenient for my work and my warranty replacement phone suddenly stopped recognizing my SIM card. Gil not only replaced my SIM card, BUT he told me what he was going to do before he did it (ie he repeated my issue to me, told me the solution, then reassured me they were a corporate store so SIM cards were free and he'd be happy to help me fix it). Win right there for honesty and being direct up front. Well, turns out it's not a bad SIM card, I'm having software issues, so he talked to me about all possible options, and even walked me through the steps I could take to try to fix it, which allows me to try these things at home if it ever doesn't work again. Rather than just spouting that he knows everything because he is a rep, he actually explained to me the how and why he was doing it. Sadly, it wasn't an easy fix and we had to factory reset, but he still helped me through that process, which was very kind of him. He also informed me about the different phones and why some are better (not in that terrible way they try to convince you to buy it, but rather just for information). He didn't push me to give up my phone or buy a new one, and he actually worked with me to try to resolve my problem which is more than most Verizon reps have ever done. Verizon, give this guy a raise. Everyone else, go to see him because you know their jobs are based off commission and I'd rather support a rep who tries to do his job first (aka helping customers) BEFORE trying to force them into a new sale just for the money. read more

This Verizon store is clearly desperate for revenue because they are looking for every nickel to squeeze out of customers. At the Covington store, I got confused about which Moto Droid phone I wanted. After the rep started to set a phone up, I realized my mistake and she charged me a restocking fee for switching to the correct phone, even though I never had the other phone in my hands! Then, they charged me a $17.00 a month fee for the new phone when it was advertised on the Verizon web site for $10.00 a month. Stay away from this store and find one which has even a small sense of customer service and fairness. read more

Network good, but the free tablets are a ripoff. You have better choices, keep looking

I came in for some tech help and Dusty helped me and got me a new phone ,tablet ,jet pack ,home phone ,and lowered my monthly bill and was so nice I have never experienced such exceptional service. Thank you Verizon for having such an awesome employee. read more

Very disappointed with the service in the store. Visited store on 3 separate occasions and spent at least 2 hours each time. Only three seats available when waiting. Rep told me one thing and customer service said the total opposite. Did not get good results. Upgrading to new Google Pixel II and was told my Samsung Galaxy would trade in for $100; but.....only received $65 read more

First of all, I love Verizon range of cellular service. I can get service practically everywhere and through the worst of storms, the telephone and chat specialists are very helpful and friendly and answer my questions thoroughly. Now, this which I understand is the local corporate store for Verizon has much to be desired. Too long of a wait to be seen and then they have an attitude like they don't care that you waited so long. They need more staff to man a corporate office or people who are knowledgeable in which they can resolve customer's issue in a reasonable time. There were so many times, I couldn't get waited on, because of the slow lines and nonchalant attitude. This is poor customer service for those Verizon customers who have faithfully chosen Verizon for several years and never went in default with paying Verizon. Shame on you and AT&T want me to switch over for less money and more gb of data.... Mmmm! Thinking of it! read more