Consistently poor service. Honestly blame myself for continuing to come here just because it's the closest store. Skipped in line twice today because the staff can't properly maintain a wait list. It's not a corporate store so they can't service all Verizon customers. Go to Catonsville or Columbia for proper service. read more

I am ecstatic about the wonderful service I received at the Verizon store on Baltimore National Pike in Ellicott City. Jamaal was especially accommodating in helping me find a phone that would best suit my needs. He was extremely patient, polite, and incredibly professional. He was good at his job, and it was obvious that he enjoyed doing it. Jamaal had all of the attributes that will make me loyal customer for years to come. read more

When I inquired about an order for pickup, they told me the item wasn't in stock and I should call customer service to change the pickup location. So I called Verizon customer service to re-route my order, I wasted almost 2 hours waiting to get the information, to be told the process of canceling to re-route could be 3-5 days. The 3rd person told me to show up at the store because he was showing there were plenty in stock. I arrived at the store and after another 30 minutes of waiting I was able to pick up the order that "wasn't in stock" read more

If I could give zero stars, I would! When a tense issue resulting from miscommunication arose, the salesperson at the store told my husband and me to "get the hell out of the store." Then he yelled at my husband and me, and finished off with cussing, saying he does not need this "f-ing sh.t on Monday morning!" As we were leaving the store, the manager told us not to break the glass door on our way out! read more

Dametris patiently and expertly provided outstanding customer service last week when I purchased a new phone and transferred all of my data over. His level of assistance exceeded my expectations, and I am extremely pleased with my new phone that I selected based on his helpful recommendations and input. This positive experience is why I shop at this store. read more

This location is not a corporate Verizon location - avoid at all costs. They bypass standard Verizon protocols, scam customers with add-ons and lie to people directly. Dametris didn't reach out to the account owner for our account for approval, breaching standard protocol, and made broad changes to our account that we didn't request. Adding additional services, updating all lines and lied about the bill amounts. Our bill tripled, and we lost our standard services. It took 6 hours of phone calls and visits to a Corp. store to fix everything. I feel that this branch takes advantage of customers and should not be trusted. read more

They do not honor appointments. We arrived and there was a long line, so we made an appointment, ran some errands and went back. There was still a long line, and they would not honor the appointment. read more

service is terrible. the people working there are in TiKTok constantly. no understanding and provide wring information. the place is a scam read more

Sigh... dropping off equipment should be just that a "drop off" not a 1-2 hour wait with only 5 people in front of you. Most I can speculate are dropping off equipment as well (I can only guess by the amount of tech sitting in their laps). There are only 3 employees here I've been here 30 minutes and only seen one person leave. A couple people have already told me they've been here an hour. Not only are the waits extremely long. There's no fair warning and no charging stations anywhere or outlets in the "waiting section". If I'm going to be here an hour or more I would love to be notified before beginning my wait and I would love to be able to play games/FT while waiting. But for fear of killing my battery I won't. It's funny I remembered to check in because I was sitting here bored for so long only to be reassured that the terrible wait is normal by this location. Also I had to drive past 3 other Verizon stores to drop off here. I have to be at work shortly so I probably won't be able to drop off my equipment today read more

Verizon - The inside on a Sunday - Mobile Phones Near Me - Ellicott City, Maryland

This store is the 3rd circle of hell. I once bought a phone here and it turned out they ripped me off and verizon refused to do anything about it because they're not actually a verizon store. They're a "partner". So today I'm just here trying to return a router. Been here for half an hour and the 2 people "working" have been helping people buying phones. I assume since they don't get a commission from me, they DGAF. If they really wanted to, they could attempt to multitask and take care of my simple transaction but nope. I actually asked if that world be possible and was told "I'm making a fuss." Do yourself a favor and never ever ever ever walk in the door here. read more

This store tries to scam people. They will run through phone plans and options for phone, run through the paperwork, and not mention a $40 per phone fee--ever. They will literally ask for your credit card and tell you a total that doesn't align with what you're expecting. When you ask how they arrived at that total, then they mention the fee. I would definitely have ordered through Verizon. Also, the first rep I talked to told me we had to have a higher plan for free phones than we did, so I will say the second rep saved me almost $40/mo. Still, don't use them unless you're clueless. We ended up taking the phones and transferring the data ourselves, which was easy. read more

The reviewer noted that he drove by several verizon stores on the way and wish he knew how long the wait would have been. WOULDNT HAVE HELPED HIM! THE OTHER LOCATIONS DO NOT ALLOW DROP OFF!!! Verizon is not like Comcast where you can drop off anywhere after waiting about 5 or 10 minutes. Yes, I know Comcast is not great, but anything is better than Verizon. Their hope is that people cannot take time off of work, or out of a busy Saturday, to wait in line all day. THEN THEY CAN CHARGE YOU A $600.00 FEE FOR RETURNING EQUIPMENT LATE!!! 2nd reason is just greed, they make trillions of dollars but don't want to hire staff. 3rd reason is that they have utter contemp and hatred for customers, and get a good laugh off of customer misery. They are greedy and evil sadists. read more

Shady tactics. Bought an iPhone 11 in March 2020. Was promised a $200 trade in credit. It's September no credit! Have called weekly only to get put off or told we must get unlimited service in order to get the trade in credit. Our account is more expensive than ever with absolutions resolution. Have spoken with Erik and Tyler who say their manager will have to help me but she does not speak with customers!! Still waiting for my trade in credit and account credits. read more

Update on my review. The situation becomes even more disgusting. After being told by the manager that we didn't receive the 2 promised $200 Verizon gift cards because the salesman failed to fill out the necessary forms we have now received emails from Verizon that we don't qualify for the gift cards. The salesman put us into a plan that didn't qualify. This is truly a joke. read more

Terrible service. I don't understand the concept of waiting in line for over an hour just to drop off a box. There needs to be a better system here; it makes absolutely no sense and when I tried to get someone's attention they were so dismissive... do better Verizon. For how much we pay for your services, it's absolutely absurd. read more

My experience was like many others that have posted reviews - over an hour wait to pick up a new router. This level of service is what results from a monopoly where there is no motivation to provide adequate customer service at the only Verizon location in Howard County that can provide or accept routers. Three employees were assisting customers during my visit (two others were in the back and only came out when one of the other employees needed help or to receive the one delivery that happened during my wait). They took people in turn from a sign-in sheet. Customers with router / set-top box return and pickups were handled quickly. The problem was that some customers were buying phones and these transactions could take more than an hour each. During my more than 1 hour wait, one service rep had the same customer for the entire time. The second rep was on his second customer. The third had been productive but then got a customer that needed a new phone. At that point I went to the manager as I was next on the list and did not want to wait for who knows how long. One of the service reps came over to hand me my router (a 2-minute transaction). The manager claimed that he could not dedicate staff to service equipment return and drop-off (he was sitting in the back with another employee during my visit - not sure why he wasn't motivated to help with customers). Now I need to figure out how to return my old router without dealing with this store. Comcast also has a terrible reputation for customer service but it can't be any worse....we need Google fiber or other internet providers to create competition and quality service in Howard County! read more

What a shitty store. Customer Service is non existent. The "customer service agent", or what they call themselves these days was rude to point of being hositle. I guess this is what we can expect from a company that won't send you a return label for your old equiptment. read more

[The following took place back on August 8, 2019. It started at 9:30 AM shortly after the store opened, and unceremoniously concluded just after 12:15 PM.] I recently cancelled my Verizon FIOS service and needed to return the box top set. This location was the closest, so I went there. Unfortunately, what should have been a cut-and-dried process became a test of patience and endurance! When you arrive at the store, there's a tablet for check-in, so the employees will take of the customers in the order they arrive -- even for a simple thing like equipment return. Then you sit and wait it out until your name is called. There were five people ahead of me, so I'm thinking I'd be in-and-out within a half-hour. It ended up being over a TWO HOUR wait. I, along with others that were waiting were there for the same reason: returning equipment. But all of the (four) employees were busy with their respective customers. As far as I could ascertain, the ones that were being taken of needed both technical support and setting up new wireless accounts. Two of the customers were elderly men upgrading from flip-phones. And that was, in part, the biggest hold up -- the employees had to guide them through *everything* step-by-step (plus the tablets they were purchasing!); never mind all the paperwork that followed! Another woman was setting up a family plan with multiple phones (five!). I really don't understand how setting up an account requires so much red tape. During my wait, the customer count built up to a dozen or so. While that might not seem a lot, the molasses pace the employees were handling the customers, it might as well have been a hundred. It got bad enough that several of the customers got frustrated and walked out; one was rather angry and verbal for the unacceptable wait time; he was there for a "quick" pick-up and was rightfully indignant to see how long of a wait there was with no progress. He shared our frustration, and became an unofficial spokesperson for us, if you will. It would've been nice if at least one employee or whoever was in charge let us know what was going on for the long wait. At least same *something* re-assuring to us! When it was finally my turn, I sat down and dully mentioned to the employee that I was returning equipment. She checked out my account information and equipment, and printed a receipt to confirm my return. That process only took TWO MINUTES to complete. That wasn't worth the wait -- and I lost a good part of the morning on a day off that I had planned to utilize elsewhere. The bottom line is this: Verizon needs a separate express line for those returning or picking up equipment. There is absolutely NO reason why we have to wait it out like this. It's very poor and ineffective time management. I'm should be glad that my wireless service isn't Verizon, otherwise I'd probably STILL be there. read more

Verizon - Wasted over two hours just to return equipment. Horrendous wait time. This could've been a video and STILL would look the same. - Mobile Phones Near Me - Ellicott City, Maryland

Returning my Quantum Gateway for Fios as I have my own router ended up with a disconnected service, call to Verizon for an hour, and another hard pull on my credit. Please avoid this location. read more

My phone had basically died and I needed a new phone. My wfevand I stopped into this Verizon Center. The woman at the desk was very helpful. I am not technologically savvy, however, she explained things in a way I could understand. I got tge phone I wanted and I wasn't pressured into getting something I didn't want. read more

This store was AMAZING!!! Customer service was spot on - "Kyu " went ABOVE AND BEYOND what we had expected!!! We had and it was 6pm and their store closes at 7pm, he stayed after hours and made sure my phone was all set and everything was working correctly before we left!!! I cannot tell you how great Kyu last night, usually I would have expected since closing time was 7pm, I thought in my mind we were going to be rushed as we got closer to 7, but he was SO INFORMATIVE, patient, and just overall just a wonderful person to work with after the stress of losing a phone- he made it so seem less!!! People if you lose your Apple phone- DON'T go to the apple store like we did - they just try to upsell you in purchasing another phone especially if you lose your phone and you're NOT thinking straight until you think you have to buy another phone - instead of what is suppose to be right and try to track your "Find my iphone"!!! Kyu - you are the BEST!!! And we (hubby and me) cannot THANK YOU AGAIN for being so informative, patient, and overall a great guy!!! This is will be my "GO-TO" store from now on!!! Keep up the great work!!! read more

12/2/19 5pm I Had an Awful experience from an employee named "LAMONT". He lacks the empathy and knowledge necessary for a retail sales associate. He had a rude, disgusting, condescending attitude after leaving me on hold for over 40+ minutes. I regret spending in excess of $4000 on iPhones here for my family purely based on my experience with "LAMONT". He said if I have a problem with the treatment I can speak to someone named "Tyler". Do not spend your money here!. read more

Verizon - Proof of how long I was on hold only to be insulted multiple times and left on hold by LAMONT - Mobile Phones Near Me - Ellicott City, Maryland

We made an appointment through this store's general phone number and after explaining my request to move our family mobile phone service to Verizon (from ATT) the store rep took my phone no. and email, then she gave me a few alternative time slots for an appointment. I selected June 9 at 7:00 PM. Shortly after, I received an official-looking email from Verizon Corporate (I assume) confirming my appointment and with all the usual suggestions about backing up, arriving a few minutes early, etc. On the day of my appointment I received a follow-up email from Verizon confirming my appointment. Therefore we made the 25 minute drive to arrive at 6:55 PM, and I promptly signed-in and waited...and waited... until 7:30, when I politely approached 1 of the 2 sales reps as he got up to retrieve something (I didn't want to interrupt while he was with a customer). I told him of my appointment and he shrugged and said there was nothing he could do- that he was with a customer who had made a PRIVATE appointment at the same time as mine. He did not apologize for the confusion. We waited another 15 minutes and it didn't seem like the customers being serviced were anywhere near finished their transactions. One of the customers noticed my concern and said she'd ask her sales rep how much longer it would be for them. Meanwhile, her rep did not look up at all and ignored the customer, and us as well. My wife was perturbed that we had waited all this time, in addition to the drive there & back. To summarize, we are very busy people and we're disappointed that Nobody who worked there expressed any concern about not honoring our appointment, nor did anyone provide an estimate of how much more time we needed to wait. Their uncaring attitude amounted to blatant rudeness. My wife obtained the manager's phone number, but we vowed that we will never set foot in that store again. read more

I had spent countless hours with multiple Fios reps on the phone (including a supervisor). Everyone acknowledged it was a Fios problem (notably the app which was connecting with the wrong account & was preventing from getting the bundle discount), but no one could resolve the problem. They just kept creating more incident tickets... 3 months later, after the problem has been allegedly escalated to a priority ticket, and it's still not fixed. I figured a trip to a store couldn't hurt. Within 5 minutes of walking in and signing in, and before I was finished explaining the problem, Drew was already on his way to solving it. He told me it was a known problem with the app & he's solved it for others. Sure enough, after getting into my account, he fixed with a couple of clicks! It's so wonderful to talk with someone who actually knows what he's doing. Thanks, Drew & I owe you lunch! read more

Came in for three separate visits in the last week. Staff gives false information (either they're not trained or they're so busy, they make things up to give you a quick answer). They have no work flow and pass you off to several staff members in a single visit. My visits have averaged 1.5 hrs each time. I'm not looking for anything special, just WiFi and a new phone. They give you numbers to call if the issue you're having doesn't generate a commission for them (confirmed with one of the staff that they are paid by commission). The numbers they tell you to call have an automated system that don't always accept your issue (the run around). Do not come here. Go to literally any other store or service provider, even if it's AT&T. read more

Be prepared to wait. When you walk into this place, you sign your name on a waiting list. It's first come, first served, no matter why you're there, even if you're just returning equipment or making a slight change to your service. There's nothing wrong with waiting your turn, but this store is very focused on making sales, so if people ahead of you in line are buying a new phone or signing up for new services, the staff will spend a lot of time with them, explaining and selling. While you wait and wait. I've seen similar reviews citing this same situation. The employees at this store are helpful and nice, they just have a bad process for serving customers. read more

WHAT THE HECK!!!! How slow can this place be. Do y'all need to hire more people? Why do I see one service rep sitting on his ass not helping someone when there is a line of 12 people ....12!!!! Every time I've come here it's been this way!!! Unacceptable!!!! Thanks for replying with a useless number, where I get the run around. This goes to show that the customer service is piss poor service. I'm just gonna write a BBB review about this. read more

Called in ahead to see if this is where I can turn in my cable box. They said yes. Asked if I need to make an appointment, they said no. Came in from work to be outside waiting. Would've been better service had they just communicated that while on the phone. Comcast TV was better anyway. read more

The great line to no-where... one more way for fios to leave a bad taste in your mouth. Do not attempt to drop off equipment here.

Really making people who just need to drop off a router wait in line behind people who are setting up phone lines?? What is your problem?? People are BUSY, something that should take 5 minutes is taking my husband 15 so far while his pregnant wife and toddler are sitting in the car. You all need to get your shit together. Maybe hire more people or have more people on staff to take care of these things. This is extremely poor management and customer service. read more

It's so hard to buy a phone from this place. The agent will tell you to change your plan and the agent will open the box for you when you tell him it's my dad's bday gift and the agent will try to sell you expensive model when you clearly telling him thats not what you want. Yes that's my story. I waste over an hour and ended up just left without purchasing phone. Thank god best buy open till late time. And you know what? It took 10 mins to purchase a phone at the best buy. Smh read more

I just had the most interesting experience at a Verizon store in Ellicott City. Because they have ceased their in-home customer service, they mailed me equipment that I had to install myself when I moved to my new apartment. That meant that I had to physically return the equipment that I had in my previous apartment. I passed 2 stores as I drove 14 miles to the closest Verizon store that would take the equipment. After completing the return, I was leaving the store and an employee came out to the parking lot to insist that I take the cardboard box with me that was mailed to me by Verizon. Once I recovered from the shock, I reminded him that it was the actual box that they mailed to my home. He stated that it was the "company" that mailed that box and that he was not an employee of Verizon, but of a "third party" that was contracted to man this particular store. He went on to tell me that they would be "fined" if he actually served me by disposing of that box. Trying to keep from laughing out loud, I told him that that I would not take the box back from him and to have a wonderful day. This is the sort of asinine company policy that emanates from large corporations that are focused on profits and not an exemplary customer experience. The kind of approach that local, community-based businesses work harder to achieve. It was not previously planned, but I will now be spending a portion of my weekend contacting Verizon to share with them this experience, as well as, looking for a new internet service provider. Thanks for reading this post. read more

This is the worst Verizon store around with absolutely TERRIBLE customer service. Start to finish they gave me the run around and made it as difficult as possible to return a piece of equipment. NEVER AGAIN will I deal with this location and their awful attitude and service is making me re-think my Verizon plan altogether. read more

If I could give this location 0 stars, I would. Day 1 - I called ahead to add a tablet and confirmed the gb capacity and cost. Person on phone said correct and I will have that table waiting for you. I walk in and wait for over 30 minutes until I was helped, to find out that the sales person took the wrong tablet out of the vault. So, we had to wait an additional 10 minutes for the vault to open. Then when he goes to check vault, he realized he opened the WRONG vault...so had to wait an additional 10 minutes. However, I had reservations for dinner and had to leave. Day 2 - I called ahead for the tablet and confirmed price again before the promotion ended. Get to store, tablet is ready, but when they go to activate it, the price was $100 more. Another sales persons comes over to deal with line, then a 3rd person comes over. I mentioned price again prior to activation and everyone confirmed the lower price. However, this 3rd person, assuming manager, said I was in the wrong AND I had to READ the FINE PRINT and it was $100 more. What fine print, I was TALKING to 2 different salesmen who said lower price. ANYWAY, I said if that was the price forget it. Well now TOO Late they had added tablet to my account. I told them to take it off and make sure I am not billed. They assured me it was removed and I left without tablet. Day 3 - I go online to the check my bill and notice I have a $175 deactivation fee, PLUS a $40 activation fee, PLUS partial-month fees....WHAT THE HECK! I decided to contact Verizon directly via chat box online. They removed the line and credited me all the fees billed. HOWEVER, it could not be applied UNTIL next bill. SO my current bill is over $200 more than it should be, which I have to pay upfront or be billed a late fee for not paying the full $425. Needless to say, the location has NO clue what they are doing, they try to make the customer be wrong and employees don't seem to be on the same page or have the correct information. If I was wrong in the promotion, then they should have said that prior to starting the activation for the tablet. Also, they said they are a 3rd party selling, so don't have the same deals as Verizon..I and family will NEVER go this franchise again! I eventually went online and get what I needed, much faster and less hassle! read more

This is one of the few places I could return Verizon Fios equipment. I went during a weekday and there were 2 workers with no wait. They have a few phone cases on the wall but that was all I could see. read more

Long wait was understandable but the salesman who helped us was down right insulting. We had to switch providers because Verizon does not service our new house. He started out by insulting our home and community, casually asking "Don't they have really run down houses, why would you want to live there?" "I guess it is really cheap." My finances are none of your business and do not need your comment. We were very satisfied with our service but I doubt we will return if your services ever become available. Your Salesman was OUT OF LINE. read more

Slowest service ever. There were four of us waiting to return equipment and had to wait more than 30 minutes to do so. Verizon tried to make it as hard as possible to physically return equipment and get off their plan. Sheesh. read more

If you hate someone, I'd suggest they visit this Verizon store. They will be greeted with a long wait to see rude and unhelpful staff. We've been here a few times as Verizon FIOS gave us no other choice but to be "served" at this location. The service gets worse every time. We've since given up FIOS and are relieved we will never have to do business with this establishment again. read more

Seems like most people come here just to return their router. I've returned my router once and it wasn't a bad experience. Second time around I went in to get a phone because my old one broke. They said they had a really good deal on this one phone and I agreed to get it. Thought the phone and taxes would cost whatever the amount the sales guy told me, turned out there were extra fees and extremely pricey accessories he added to my bill without asking my permission. I had noticed he picked out the accessories for my phone: screen protector, case, car charger... I asked him the first time if these were extra, he said they were part of the package so I believed him. A couple minutes later I asked again if the accessories were extra to which he replied my total phone bill would go down $14 which didn't answer my question. I paid then got the bill after the fact via email. Turned out he added a redux single line membership which supposedly dries your phone if you happen to drop it in water - again, he didn't disclose this with me beforehand. There was also a Setup and Go fee which is nonrefundable. I would've thought they would activate your phone for you also but it turned out that's not the case if you don't ask. I guess the fee is for putting on your screen protector? LOL. Anyway, not blaming the sales guy much since it's just management, but do your due diligence before saying your customer is wrong without finding out why first. We've already had enough going on so let's be honest and real to people. read more

Went to store to trade-in cablebox on Sunday @ 11:20am. Was 3rd in line, which meant 1st outside in 41 degree weather. There were 7 people behind me. I only saw 1 employee. After 40 min, the line had not moved. I left. 1 hour later, I received a text saying it was now my turn. Let's review. On Dec 6, 1 employee. 10 people in line in 40 degree weather. No particular concern by Victra. And Verizon wonders why this Yelp thread is the same complaint, with some corporate spokesperson starting each reply, "Sorry." read more