Absolutely horrible and frustrating. I bought phones online and just needed info transferred from old phones to new ones. We arrived and waited approximately 30 min before they even talked to us. Then they stated they only had one machine to do transfers with. WHAT??!! The brand new iPhone has just been released and this so the best they can do?? Then they state it will take 45 min per phone and they close at 930 so they may not get both done. Save time and frustration go to Best Buy across the street. They have multiples machines and don't worry about the clock. Stay away from this Verizon store. Btw 4 staff on site with 5 customers and still waited this long. One staff members job was to sign people in....that was it! read more

Watch out for these shysters. Be very careful when you walk out with anything. I was charged $13 per line for mobile protection, never explained. I was quoted a new monthly fee without the new phone included, even after asking many times "what is my monthly charges?" not what is my new plan going to cost. You will pay out the nose with these guys. Buyer beware, they are shady. read more

I spent nearly two hours in the store yesterday trying to get a difficult situation resolved with my account and upgrade status. The store manager, Son, was very helpful and patient with the constant back and forth with customer service as he worked to help me out. In the end I was able to get my situation fixed and walked out with a new phone, which would not have happened if Son hadn't stuck with it. Great customer service at this location! read more

WORST CUSTOMER SERVICE EVER EXPERIENCED! The sales person cut me off when I was talking, and didn't even bother to TRY to help my situation. I left and went to the Fair Oaks Mall Verizon Wireless, where my problem was solved. The Dulles Verizon store offered me a replacement iPhone for $540.00, and I went to Fairfax and got it for $140.00. THANKS BUT NO THANKS! I'll never do business at the Dulles Town Center store ever again. If I could I wouldn't even give them one star. Seriously if you have an issue go to the Fair Oaks Mall store. read more

Since there is not a place to complain about Verizon Fios customer service, I am putting it here. My bank sent an electronic payment to them from my account. My bank mixed up the account number so the payment ended up going into someone else's account. I called to ask them how the payment could be reapplied to the correct account. Of course, I get ahold of some snotty biatch who said that I had to send in (hold on to your hats, folks) my ENTIRE bank statement to them. She further stated if I blacked out any of the data on the statement (like Verizon really needs to see my direct deposit from my employer or the amount of money I spent at the grocery last week) they would not honor my request to reapply the money to my account and the money would be theirs and I would have to resend the money. After I politely told the witch I was NOT sending in an ENTIRE bank statement for them to peruse, I hung up the phone. I called my bank who stayed on the line with me. When we FINALLY got through to someone at Verizon, this person decided that proof of payment from my bank would be enough as opposed to my ENTIRE bank statement. Really now? Two different rules by two different reps? Who here believes Verizon would send me their latest bank statement that I have no need to see? What a bunch of worthless employees. read more

Worst Verizon store ever, 2 Times I came here recently and both times I waited close to 30 minutes after getting added to the queue before I left, I'm not typically impatient but the mere fact that there were probably like 5 customers in the store, 3 of which were like waiting with me and the store was FULLY STAFFED, ALL HANDS ON DECK. I'm talking like 4 people sitting behind the desk talking amongst each other, 1 greeter, a couple random employees here and there not sure what their position was, and like 2 salesmen on the floor selling to their customer. Who by the way are the slowest working guys I've ever seen. After about 20 minutes of waiting for either of these salemen to finish I was just about ready to swoop in and close the damn sale for them. I'm completely in awe as to how nobody here seems to be in any kind of hurry, repetitively I asked "how much longer" and all they can say is "you're next, he'll be with you shortly" I'M A HOT SALE, I know exactly what phone I want, here's my account, give me my new monthly price, yes I'm aware of those charges, no I don't want any accessories, no I don't want a protection plan, no I don't need anymore internet gb's, no I don't care about that deal, here's my card anddd I'm OUT! A trainee can handle that, one of those kids you got sitting up front talking about a new bluetooth speaker can handle that. But for some crazy reason, you just won't freaking let me. WHY? Why does the experience of a cell phone store have to be exactly like the damn DMV? all we're missing is the row of chairs. Or maybe you could offer to text message me when my turn is up, maybe have it sent while the current customer is signing everything so by the time I get there the sales guy is ready? Nothing is more devastating than walking into this place and finding out you're second in line. That really needs to be fixed. You guys have some employees with nice personalities shout out to the one girl that actually tried getting me some real answers on what was taking so long, didn't get her name though, but whatever system you got going on between getting in queue, conducting a sale, and leaving happy is totally flawed and terribly slow. read more

If I could give this store zero stars I would. It is by far the least useful store I've ever walked into. The employees and managers are all incompetent and refuse to be of any assistance. They have poor attitudes and I really hope that Verizon shits this store down. I'm going elsewhere and I suggest others do the se. read more

BEWARE: Someone here is selling old phones and contact info!! Traded in my flip phone for an iphone about 2 years ago, and about a week ago I got SCAMMED by someone who had my old flip phone, my name, state I lived in, and all my contacts!! They called and texted my contacts, asking for information and even posing as me in what I assume was an attempt to illicit information that would help them steal my identity. I know Verizon customer service is bad but I assumed that when I traded my phone in it would be recycled, not sold on the black market. I am so frustrated I felt this warranted my very first yelp review. AVOID this store because clearly they don't hire honest employees!! read more

So yesterday, I visited this Verizon Wireless store. We came into the store for our new every 2 years. My family and I have been a long time loyal customer with Verizon, but I don't think we can stay loyal anymore. The reason being, the store had horrible customer service and horrible products, there was about 5 sales guys sitting around doing nothing, yet we had to put our name on the list? Does that make any sense? After waiting for 20 mins, finally, someone comes to help us and he tells us just about zero information about the product. Nonetheless, we let it go. Then we proceeded to check out the Samsung Rogue. Explain to me why that phone was on display if Verizon is no longer carrying that product, nor did they have the product available in the store. Isn't that false advertising? We tried the new Samsung Insanity since the sales rep told us that it was the upgraded version. That phone wasn't even activated. How are customers suppose to check out a product on display if it doesn't work or it's not activated? So we asked our sales rep if he had another phone on display for us to look at. He walks away looking for the phone, takes him 15 mins, to come back and tell us that the store doesn't have the phone. While the entire time, he wasn't even trying to look, he just stood behind the counter, standing aimlessly. We were on our way out the door, when he actually walked up to us and said they didn't have the phone. It should not take him this long. Horrible customer service, they might want to spruce up customer service training on these sales reps. I've always told my friends that Verizon has great customer service; however, after last night's encounter, I can no longer say the same thing.The HTC incredible was also a true disappointment; signal was weak and calling had a fuzzy sound. I'm deciding to switch services. I need reliable phones that don't die every 2 year. My family continues having to buy new phone. Also, this was not the first time I've came to this store. About 2 years ago, my family and I have visited this store. The lady that was helping us was very helpful, but I don't think she works here anymore. She made sure our family plan would fit us, and she was super helpful and nice. The people that are currently here are not friendly nor are they helpful. Worst place to get customer service. I would not recommend this place to anyone. There's a reason why the store is in a busy shopping mall, yet no one is in there, BECAUSE THEY HAVE HORRIBLE CUSTOMER SERVICE!!! And you think you can get what you need faster, than going to the Verzion Store at the Dulles Town Center Mall (since that place is always busy and packed), but really it just sucks so bad, that no one wants to go in there. read more

BEWARE! IF YOU'RE PLANNING TO UPGRADE, READ THIS FIRST BEFORE YOU GO TO THIS STORE. On October 1st, me and my husband went to this store to inquire about terminating our account. Verizon has good wireless service but they cost too much and want to switch to AT & T. We went in there and spoke with Cheryll Asaad. She gave us a quick breakdown of the costs we will need to pay if we were to close the account. My husband started telling about some negative customer service that we encountered before at their Tyson's Corner location. Cheryll was sympathetic. Then she got down to her sales pitch. In short, she convinced us to stay on by giving us deals on the new iPhone 6 plus and adding 4GB to our 6GB data plan. So, we will get 10GB monthly for the same price. They also gave us $25 off per line for doing the edge upgrade. While she was trying to do the upgrades on her computer, she was talking back and forth with Josh that day. Later she said that since they have a promotion going on, they are going to give us extra 2GB good for one year. So, that's going to be 12GB a month. She was talking to me and my husband and looking back to Josh for agreement. After one year, it will go back to 10GB monthly. Fine. That's a sweeter deal considering how much GB my husband uses up playing his games and watching shows on his phone. We were there for a while because their system was so slow but we waited patiently. Before we left, she wrote down on a piece of paper our plan and costs and she even assured me that I should not be paying more than what I am currently paying now on our monthly bill. She said we can expect our new phones in the mail between now and the 31st. Shipment dates are set for the 24th so we should get ours by the 31st. She changed our data plans already to 10GB while she was on the computer and I only found out when I went on our account online. So, I figured maybe the 2GB will be added when we get the phones and activate them?? October 31st went by and still no phones. I didn't even see any updates in our account online. I went to Tyson's to follow up and the guy said there's been a lot of back orders and delays. He confirmed that our phones were supposed to ship out October 24 but now it's been moved to November 7. He went into our account and he said it was odd that there are no updates or messages in thee to inform us of the status of our orders. I got an email notification on November 6 saying that our orders were shipped out on November 4. We got our phones on November 7. A few days later, I wondered how or when we were going to get our extra 2GB. On November 13, I asked my husband to call Cheryll or anyone at this location and ask. He texted and then called me asking for details of our conversation with Cheryll re: the 2GB. He was there at the store when he called. He said that Cheryll does not recall having that conversation with us. She told my husband she didn't promise any additional 2GB and that I must have "misspoken" because that promotion expired the day before we upgraded (September 30). I won't be surprised if she doesn't even remember our faces! Basically, she said we don't have proof or evidence that she promised us extra 2GB so there's nothing she can do. I told my husband to talk to the manager, Josh, who was there during the transaction. He and Cheryll were talking back and forth with each other then. The manager wasn't there that day but he will be the next day. I would have gone there the next day but I had a family emergency that weekend. My husband called up Verizon's customer service after he left the store and even the rep he spoke with said that even if it was "MISSPOKEN" they still could have given us the 2GB. Thinking back I remember asking Cheryll to also write down the 2GB she promised while she was writing down the estimate for our monthly bill for me. She ignored that request or probably pretended not to hear me cause now she can use the excuse that I MISSPOKE. FIRST OF ALL, how could I have misspoken when I didn't even know about the 2GB promo they have until she told us about it on October 1st?? And now she's accusing me of lying just so she doesn't have to give us the 2GB??? So, if you're going to this location, stay away from Cheryll Asaad or make sure to have her write down everything she promises you or she'll turn it around on you and say you're a liar, too. Better yet, record a video! That should be enough evidence! She'll say anything to close a deal/transaction and then deny everything later on. I tried to call Josh last week but the lady who answered said he was busy and asked for my number so he can call me back. He never did.. read more

Excellent support from Abe from selection process (four iPhone 6), appropriate accessories, including the activation of each phone! Perry was great in resolving rebate issues. Wesley supported the data restore from iCloud backups. Customer experience was superior and I would highly recommend the staff at this Verizon store. read more

I would only recommend this store if you have an infinite amount of time to wait for an incompetent employee to "help" you. Very poorly run location. read more

Just left the Verizon store. Stood around for about 10 minutes. Several other customers standing around waiting also. Nobody in a hurry to help anybody. Great customer service. Finally got frustrated and left. read more

Too bad I can't give ZERO stars for the unbelievable, rude, miserable customer service at this store. The sales associates are truly useless, have absolutely NO people skills, don't understand how to handle a long-term, multi-device account holder, and took a snotty tone with me. Their store manager obviously puts all of her effort into her hair and makeup because she too lacks all customer service understanding or capability. She too had a horrible attitude and only Gave me line after line of standard sales charge Garbage. Verizon must wish to send my business to their competition. Especially with all of the additional standard "fees" they'd like to include if i renew a contract with them. The store and their useless, unpleasant and rude staff can kiss my business goodbye. read more

Corporate Verizon leadership take note: It's people like Son and Claudia (hope I got her name right) who make me stay with Verizon. About three weeks ago on a Friday night, I took a newly arrived LG G3 (covered within manufacturer's warranty) to this store to get help transferring my contacts and data from old/broken phone to new phone, It was a Friday night around 8:30pm or 9pm and the mall was about to close, but Verizon stayed open a bit later. As soon as I walked in, Son was delightful and attentive. He apologized profusely for the expected wait time (It was only 15 min!). Then Claudia came to assist me and she quickly and efficiently and with a PLEASANT attitude (she's high energy in a good way!) transferred all my data (contacts/numbers, photos, videos) from broken LG G3 to the new one. THEN she even looked at my family plan, discovered a phone that wasn't upgraded yet, and saved me another $25 a month. On a Friday night as the store was closing, these two were as fresh as staff on a Saturday morning at opening! *THESE* are the people who sustain my loyalty. Not Verizon marketers who are tracking open/click rates on ads and salespeople pushing hard to sell more stuff to consumers who don't need it. Listen to my needs and solve my problems fast. *I LOVE Son and Claudia!!!* I am a busy working mom and when I left, they made me feel so cared for as a customer, I literally teared up a bit, because it's honestly difficult to get service like that these days. I didn't expect them to provide service AND be so energized and cheerful about doing so especially when what I needed was service that wasn't going to bring them additional revenue. Verizon take note: it's employees like these who retain your customers. Not pushy sales people who may show periodic spikes in sales lift, but no sustained revenue. When we need to upgrade new phones, I'm going to tell people to ONLY to go find these two staff members at Dulles Town Center Verizon. read more

Worst customer service EVER! We recently purchased 2 phones, a tablet, cases etc. Both of our chargers have stopped working so we took them back to the store. We entered the store and there were 4 employees working and only 2 other customers. The gentleman who was not helping someone made awkward irritated eye contact with us for several minutes before sloooooowly coming to meet us. We told him we had just purchased the cables that were no longer working. He informed us that they don't sell that charger. We asked if it could be ordered, no. We asked if he had any other charger that we could get, no. He did however have ones we could purchase at full price. He didn't even bother to show us where they were and instead watched as we searched for them. He was very rude and condescending. We asked another employee if there was a manager on duty and it turns out HE WAS THE MANAGER. Ridiculous. read more

Worst wifi and Internet service I have ver had! Not only does the wifi and Internet connection fall off consistently but it is impossible to get a service person on the phone for help. Verizon Fios is horrible!!! read more

We were assigned to Arya to help us and he is very nice and helpful. We are switching providers and needed to port the number from another provider. There was a queue, about 5 other customers after us (the shop was understaff that day) yet he was very patient. We took a long time with making phone calls back and forth. He made sure everything is alright and not rush us to get to the other customers. Before we left, he said he will call to check and indeed the next day got a call from Arya asking how everything goes and if the line is working good. I never got such attentive and great customer service from any company before. He is truly an asset to Verizon. I will definitely return to this branch if I needed any help. read more

Amazing customer service!! I came in to update my iPhone and the woman working with me (I think her name was Cheryl) was friendly, knowledgeable, and straight to the point. I came in a few days later to get my mom's phone switched and Will was incredibly helpful. First positive Verizon Store experience I've ever had! read more

I went there for technical assistance on my existing Verizon phone. I was not extending my contract or buying a new device. The associate named Justin was extremely helpful and knowledgeable, spending a lot of time to resolve my issue even though I was not purchasing anything. He was ultimately able to correct the issue. It is customer service like this which helps Verizon keep a customer even though no new sale was made. read more

I am always very pleased with the level of service I receive from this location. Sometimes I have to wait a while, but it is understandable considering how many people use their product. Will always takes good care of me. Thanks guys. read more

Two guys at the front door. One checks you in with his fancy tablet. You tell them you're there to cancel your wireless account. They tell you to have a seat and wait. And you wait. And wait. And wait. Five customers in store, five employees. Yet only two employees are actively helping customers. The tablet guy? He has to keep staring out the door and doesn't offer to lift a finger to help. Another guys comes by and "apologizes" for the wait, but he can't help you because he's only Home Fios. (Oh, I see. So he is totally incapable of opening a computer file, clicking some buttons, and closing the file? Didn't know it was so flippin' challenging.) No idea what the third guy's doing, but it's not helping customers. So we continue to wait. And wait. For what should be a two-minute transaction. We spent more than a half an hour in a store with employees who won't help customers, with a company that has employees who are so limited in skills that they can only handle one product type at a time ("I only do Home Fios"), and with people who think that standing at the door and looking wistfully toward the parking lot is "customer service." Thank heavens we don't have to ever deal with these people again. read more

This is about the Verizon Wireless at 22000 Dulles Retail Plaza. I went there for a specific type phone, and they found it in stock.The manager SAID I could RETAIN my unlimited data plan by paying full price which I was willing to do. However the representative said cldnt select unlimited so I'd have to wait several days for a phone to be delivered. So I went to another Verizon--They didnt have in stock but said if I CALL Verizon, I can RETAIN unlimited data plan by paying full price for phone. So I called Verizon customer care-- they told me just BUY the phone from a Verizon and call them back and they',d Activate w/my old unlimited data plan. So I visited 3rd Verizon store--They had it in STOCK, but since old phone 3G and new phone 4G, he doubted computer system wld allow them to KEEP my plan w/unlimited data. But They CALLED Verizon and did it FOR ME, as I waited, and he got it done. It was 945 PM. I'd spent since 4:30 on this effort. WHY DIDNT VERIZON STore at Dulles Retail PLaza TELL ME I could BUY it from THEM and carry it HOME to be Activated by calling Customer care?? I lost my entire day!! I highly recommend the Sterling store at Reston and at Dulles Town Center. Those folks were trained well. read more

So sad to read these reviews here. Came here with my two kids and it was helped by Sabi,Sam and Chantel. I initially came in just to add a line and pick up a new iPhone 6. The customer service was so great that I ended up getting another line and adding an iPad as well to the mix. Everyone made me feel very comfortable with my purchases and I did not feel like I was being ripped off at all. In fact, they looked at every single way I could save money on my bill. I ended up walking away with an iPad mini for just under $100. Everything about my service was absolutely beyond expectations. The manager Sam continuously walked by and made sure that everything was going smoothly with my purchase. I went into the store at about 9 PM. I drove all the way from Aldie Virginia just to come to this Verizon, because the service is just phenomenal each time. I knew that since I was coming close to closing even though I knew what I wanted I Felt comfortable coming because I know that they would not have rushed me out of the store. If you shop retail and if you shop a lot, you know that if you walk into the store even 45 minutes to closing that you were not going to get the same customer service as you would if you were to come in the store when it opens, but everyone at this Verizon store made sure that i did not feel any different. The manager Sam looked not once not twice, but multiple times to make sure that I was getting everything every discount I could possible. I highly recommend this Verizon in fact, if anyone of my friends ever tells me they have issues with their phones I send them to this Verizon. Thank you all! read more