What could improve? Well, to start with the wait time. And then there is employees that are not helpful, contradict what Customer Service tells the customer, and then adopt somewhat threatening demeanor when the manager has asked for read more

I have been a Verizon customer for 25 years with a family of 5 on the plan. We spend about 5k/year not counting phone and accessory purchases. I went into Valley River Center Verizon store at 7:40pm, knowing the exact phone I want to buy and all my stuff backed up and ready. INSTEAD, they advised me to come back at 10am tomorrow as one of the employees needed to go home and the other had to finish with one customer and go home. I am ready to buy 1100.00 phone and am turned away. I hope the young sales guys get a good night sleep. read more

I went to this location today. I am eligible for free upgrades on our devices. I needed assistance. The guy that was supposed to a customer service agent talked down to everyone. We are customers paying your salary. I have been with Verizon for 30 years. This guy told me I had a financing cap on my account without even looking at it. I sat in the parking lot and called Verizon. I got three new phones and my bill lowered. I don't like to call someone out but that guy needs to be terminated. read more

We had great service tonight. They were quick and friendly and saved us money. Will definitely go back to this location.

It's weird when you walk into one of these stores in the front desk guys treat you like it's an inconvenience for you to be there. I had an order for pick up that I made through Verizon itself. I had the slip for them to pick it up and I still ended up waiting over 25 minutes and never got my item so I just canceled it. I sat there and listen to the larger gentleman and the skinnier gentleman who were at the front desk, talk inappropriately about other customers that had been in there earlier. Altogether just super unprofessional. read more

Worst store ever. Long wait. No attention. Just sales promotions. Must be commission based. Employees walking aimlessly around.

The manager Jonathan was awesome!! He solved an issue that corporate took more than 2 hr talking about!!! This store was very friendly n accommodating. Verizon is not at its best. This store is. read more

My mom went in to make a purchase, but her English is not the greatest. So she had me on the line listening while she was being attended by a clerk named Anthony. The clerk was stand offish from the get go, rude, and inpatient and when he noticed my mom had me listening through the phone he asked what was she doing, she explained that it was her son on the other line. He got offended and said to let him know he was being recorded and to shut the phone off. He then went to the backroom and never came back. Leaving my mom unattended without saying a word. My mom wanted to leave. And justly so, nobody should be treated this way. Before she left she spoke with the manager. Verizon in Valley River, you just lost our business. Our family was looking to upgrade phones this year. We will now go to the other Verizon stores in town. read more

They really don't seem to know what they are doing. They rely on tablets which must give them instructions and if anything is even a bit unusual, they haven't a clue. Amiable enough but gormless. read more

I would give you no stars .....Verizon has gone down hill over the years. What ever happened to going in and getting a phone in like 30mins now it it takes hours which is BS cuz if you do it online and at home it's takes less then an hour y'all need to get your crap together and go back to the old ways where u can just go in and bam your done and got a new phone this is so ridiculous now and after the fact y'all still screw crap up read more

If you don't mind spending your evening sitting around waiting waiting to be helped, as every Verizon store sports lines 8++ customers deep. Walking in this particular store is an extra special treat, since no one greets you and it's perplexing figuring out who to ask for assistance getting on the waitlist. Another bonus is if you just want to purchase an accessory or just return one, you'll be shuffled into the same line as everyone else buying a new phone and/or service. Let me know if you have the inside track on what days and times the wait is under 30mins-1 hr so I can try To get my $1200 phone fixed. :-) read more

the service in Eugene is literally horrible. they charge you 100$ per line to look at buffer screens 90% of the time. every time I call to fix my service they tell me "the towers aren't enough to cover the area" and "they're working on it" . I've been a customer of Verizon here for 6 years and it's never gotten better. The service is a literal joke. save your money and go to T-Mobile for better service. read more

When going to a corporate Verizon and not 3rd party the expectation is that all questions will be answers/ needs met within reason to the customer. However today we had a less then thrilling experience with this corporate store. My roommate and his partner went in to for a new phone as he broke his found running. He wanted a basic smart phone as that's all he likes. The high pressure sales was not cute nor the "are you sure you want to go back in technology?". Really? We are the customer and we know what we like/want. He eventually gave my friend what he wanted but then tried to push the accessories bundle at $150 which my friend declined then declined again and declined for a third time. Then, was the insurance coverage conversation at $10 a month we declined because it was a $168 phone out the door and not worth it. But then he kept trying to get us to get it and we declined a second time after doing the math for him on why it's not a good deal for someone who has had two phones in ten years. Next was setting up the phone to which after my friend paid and was reminder rather rudely he was declining the amazing accessories offer/ insurance he would need to activate at home. Uh why? You're the store, help him do it because that's the service we pay for. Verizon isn't cheap lets be real and their selling point is cell service/ UNBEATABLE customer service. So we get home to activate and there's an issue with activation to which we have to call into Verizon. The only reason this review is two stars and not one is because the lady on the phone was nice. She was also kind enough to file a complaint as this "happens" a lot with stores even corporate ones because sales is the most important thing. Well wrong, it's the customer. read more

Stay away from this kiosk! My boyfriend bought me a gift card for Christmas for the exact value of a brand new iphone 4s. He told them exactly what he wanted to get me, gave them my cell number so they could look at my account to make sure I was eligible for the upgrade etc... They said a gift card was the best way for him to get me exactly what I want. On the 26th we get to the kiosk to order the phone and the transaction can't be processed. First they tell me that I have a $20 early upgrade fee. No problem, happy to pay the $20 but their system can't process the giftcard and another payment. Also, the gift card can't be used to order a back-ordered product. (Note it was already on back-order when they sold my boyfriend the giftcard.) My suggestion, refund the giftcard and we will use the money to order the phone. The manager tells us that he can't because the gift card purchased 2 days prior has "No Cash Value"...really!! Their option, pay my cell bill for a couple months with the giftcard and pay cash to order the phone. I don't think so!! So we left the mall, irritated and card still in hand. Next step, same day...call Verizon customer service and learn three very important pieces of information. They could have waived the $20 fee, giftcards are refundable within 14 days with the receipt, and they never should have sold a giftcard to purchase an iphone since purchasing a back-ordered iphone with a gift card is not possible. Call the kiosk...still won't (they say can't) refund. I explain to they their company policy. They say that they will call an area manager and see what can be done and they will call me back. No surprise that I have to call them again since they didn't call me and poof...magic it can be refunded. 90 minutes at the mall, an hour on the phone with customer service and the kiosk, 3 days later and I am headed back to the mall for the refund they could have and should have processed the first time. In the end they processed the refund of the gift card and apolgized for the hassle. Still an overall fan of Verizon just not of this kiosk. All ends well, but still... read more

Jeremy helped my wife and I with a phone exchange because her max felt too big. He was awesome. We came in at end of day and even then he didn't rush us nor was he pushy that you usually find with phone workers. Felt comfortable and because of him we will be back. Thanks man! read more

I bought phones for DLW and myself about a year and a half ago. Mine has developed a problem with the earpiece that makes it unusable as a phone. We made a trip to VRC to see if they would help out, even though I didn't have insurance. They have upgraded from a kiosk to a full-fledged store since I made my purchase. It's fairly spacious and nicely laid out. It also has plenty of staff on hand, all armed with tablets to make the service more consistent. We were funneled to a college-aged kid named Dominic. He could not have been more helpful. Yes, he tried to upsell us on a tablet, but that's his job. He did what he could for my situation, getting me a manufacturer's warranty replacement, so I can keep going until my contract is up. There is enough competition for mobile devices and plans these days that service is a make-or-break consideration. This location of Verizon does it right. read more

Nice and smooth, I was in an out in less then 10 minutes. I love that, without all the idle chit chat and trying to upsell me to something that I don't need. Appreciate that!! read more

I would do everything I could not to step foot into either the Coburg Rd store or the Valley River store. Very poor customer service. Went into the VRC store to buy 2 phones today. Had to ask is someone worked there. By the way the person was standing next to the front door, said he had to log me in, then someone would be right with me. Then proceeded to greet the next customer through the door and helped him. Could not believe it. I just left. read more

Worst service ever. Came in twice in a week, saw two different customer service reps. One was very rude and totally unhelpful. Gave me misinformation. Came in a few days later for a different issue, again got misinformation, and rep attempted to not refund money due. Will never go back to this store. Slimy service, felt dishonesty was business as usual. Buyer beware. I have been with Verizon for 15 years. read more

I needed to turn my wife's Verizon cell phone in as I had discontinued the service on it. I tried valiantly to do this via the Verizon call center(s) and spoke at length to two employees on two separate occasions. It seemed simple enough and I had been told by both of them I could turn the phone in though the contract was not up. Twice I was promised they would send me self addressed postage paid envelopes I could put the phone it and return it to Verizon and twice they failed miserably. So I drove over 150 miles to Eugene to this Verizon direct corporate store and they handled my situation in ten minutes. Lesson learned when you can do something in person with real live humans do it. read more

I just stopped by to check and see if they had any wrist straps for a Fitbit Charge 2 (mine broke) and they didn't, but I was also able to replace my phone case under warranty since it had broken pretty recently. Shout out to Kevin and his awesome customer service! He made the process happen smoothly and I was out the door and on my way fairly quickly. read more

Same problem as their Coburg store. Wait for an hour to see new phones. Walked out. Understaffed. Limited selection. Visited other smaller retailer and purchased. Done with these 2 stores! read more

Slowest service I have ever been to. Plan to spend your entire day if you come into the store, the staff disappears for 10-15 minutes and then comes back with an excuse of what is taking so long. read more

Jeremiah at the Valley River Store is fantastic to work with. His knowledge, concern, compassion and patience are unlimited! You feel like you are the only person in the store! Thank you!! read more

Buyer beware. The sales person (I believe he may have been the manager) lied to me about getting a free warranty replacement for the glass on my phone in order to try to sell me a new one at full price. read more

DO NOT TALK TO ADAM. I went in with a friend because she needed a replacement phone, upon her request I mentioned my charger port issue. To which an employee named Adam offered to "clean" my iphone charger port. While awkwardly hitting on and flirting with my friend because of her tattoos, soon taking off his shirt to show us his. Extremely unprofessional. However his "cleaning" managed to completely disable my phones charger port. After calling and calling finally getting through he told me to come back the next day. I get to the store around 11:40am, it's not too busy, people can still help me, he's with a customer. Recognizes me, and takes my phone, "cleans" it some more, and hands me a charger telling me "I'm busy with a customer, I'll try to get to you." Waited another 20 minutes, to which he said "is your phone charging?" walking away before I can answer. Another 5 minutes goes by. He's still ignoring me, another employee asks me if I need help, which of course I do. Explain the situation, try to not express my anger. He gives it another look, offers to send me a free replacement. I wish I could remember this employee's name as he is a model employee who took a few seconds away from his customer to help my problem, without trying to sell me something I don't need. read more

The guy we got help from in this particular store was filled with a need to upsell products we did not need, want or ask for. The most irritating was his push to "Force" us to buy a hotspot by telling us we would get in trouble for using our personal hotspot (via Apple iPhone). He also told us it would burn up our battery and our phone insurance would not cover the damage. I am basically disgusted that Verizon has come to this. Hopefully this was a one off...but I will not go back there. read more

Horrible customer service. My son and his grandmother just purchased a new phone from here and they sent them out of the store with the new phone STILL IN THE BOX. Any experience, before now, with any cell phone company sets the new phone up for you and at least makes sure your service is working before sending you away. Lazy or shorthanded?! Either way is horrible customer service!!! So disappointing! read more

For a Verizon store everything went pretty smoothly when my boyfriend and I went in to upgrade his phone. The employee who helped us was very friendly and answered all of our questions thoroughly. He was very knowledgeable about all of the phones and told us everything we needed to know, maybe even more than we needed. This store gets really busy since it's attached to the mall so you might have to put your name on a list and wait to be helped but you can always take a seat or browse all of the new technology to pass the time. I'm always blown away by what new phones are on the market and now they even have virtual reality headsets for your smart phones.... what!? This location also carries home security systems, accessories, tablets and bluetooth speakers. They are always going to try to sell you on the accessories but honestly I usually just go online and buy them for less than half the price. read more

Went to the kiosk yesterday with my grandparents. They needed a reliable internet and home phone service. They were lied to about there being service where they live. There is zero Verizon service where they live. We ended up switching to AT&T because their service in that area is very good! While canceling the contract (we were within the 14 day span when you need to make your decision), we worked with Dominick, and another employee whose name I will not mention. Dominick was quick with the sly comments, eye rolling, and accusations. "Cool" and "Thats nice" where part of his act of defiance and disrespect. They were happy to cancel the contract after we threatened to call the BBB right then and there. What really hurt us most was the $35 restocking fee for both of the devices, $70 in total. He was quick to point out the -5 size font on the receipt stated there would be a restocking fee, (at&t puts a rather large sticker on the boxes on their devices stating that there will be a restocking fee). Verizon best be carful with how they treat their customers, Its just peachy when signing a contract, but quickly turns bad when canceling... Dominick, you should treat people a little nicer, YOU work for US (the customer). Never again Verizon.... read more

Best retail experience - ever. In town visiting my son for the holiday and the *only* reason I walked into this store was because of a Black Friday only deal. My contract expired in a month and I was ready to ditch the iPhone and move to Android. There was a wait, which I totally expected. What was completely unexpected, and a delight, was that while waiting and meandering around you could overhear the various salespersons and how they handled the different scenarios. It was very apparent that their goal was to make things work for the customer, not just to make a sale. Once I did get to meet with a salesman, it turned out to be the store manager. He went out of his way to solve my issues and to make sure that the new contract would work for me - I didn't get the feeling (like I did at a different Verizon store a couple of days earlier) that I was being pressured into buying more stuff. I work as a buyer for a city in California and so I do this for a living. These guys are amazing. read more

Things started out great at the Coburg store when I went in to change service from Sprint and buy a new iPhone. Very helpful service and walked out with an iPhone X. I understood there was a 2 week period for returning the device. Went in 2 weeks later to Coburg store & a different sales person advised I may be able to save $35 restock fee by going to Valley River store where my previous sales person (now promoted to a manger) was working. I said great! I asked they call to give Josh a heads up we would come that weekend. Well, two days later, now outside the grace period, we went in and Josh referred me to a random sales associate who said they couldn't exchange my $1,000 phone and that the trouble I was experiencing was probably because I hadn't done the 11.2.5 Siri upgrade for the home pod...no. The phone often doesn't switch from portrait to landscape mode and links don't open when they should. You also have to make sure it sits in just the right spot on the charging dock or it won't charge. I really wanted to get the 8 plus instead as I miss the home button and the control center is a weird diagonal swipe in the corner. I left very disappointed. Josh, the mgr said he would call Coburg then personally call me and he didn't. Started out great but turned into a bad experience. Really poor customer service and retention. read more

They had the phone that I wanted but that is about it. The guy that originally sold me my phone didn't tell me that my insurance transferred automatically to my new phone which is what I wanted but it would have been nice if he informed me, especially since the price went up (expected but still). When checking out he brought out a bunch of random accessories that I didn't want or ask for, I had been shopping for my case on my own in the store and had made my decision but he brought out some random other case as well as about 100 dollars of other items. When I said I didn't want the 50 dollar wireless charger he was a bit snippy about how much better it is for your battery. Hey guess what, I don't care. He also brought out a screen protector, which I wanted but he didn't give me any information about options or pros and cons. Basically the guys here won't tell you anything and will try to up sell but so poorly that you wonder if they even care about their jobs. read more

New to Eugene and had to change phones. It is never an inexpensive and easy process, but this little strip mall spot was a real find. The store was well staffed with smart people who did not try to upsell us. For us it was important we got what we needed - not necessarily what we wanted. We ended up with a combination Apple and Samsung phones. Matt M. was our Sales Rep. The only reason this isn't 5 star is that the store, like all the big company phone stores, overprice their protective covers and other extras. I shouldn't have to take an iPhone 6 out of the store without a good cover just because I can get it at less than half the price at TJ Maxx. I am sure the mark up on accessories is lucrative. But it would have been wow to be able to get a $15 cover at the same place I bought such expensive phones. But overall, great spot. read more

Really really awful service. Went here to buy a new phone and had an unpleasant and patronizing series of interactions with the salesperson and the manager, and that alone would have been enough to make me never come back. But I made the purchase anyway, and when I get home and try to set up the new phone I realize that the phone number from my old phone hadn't been transferred over even though I asked them to in the store. So I go to the location on Coburg Road to troubleshoot (the people at that store are AMAZING and I highly recommend going there!), and they realize that the employee at the Valley River store hadn't even charged me for the phone. He charged me for the case and screen protector, but somehow FORGOT to actually sell me the phone, which was why the number hadn't been transferred. When charging me for the case and screen protector he just shoved an iPad at me displaying a place to sign, and didn't give me a receipt, so I also didn't notice that he hadn't charged me for the phone. Fortunately the people over at the Coburg Rd store were able to take care of this and clean up the VRC store's mistakes. Not only are the people at this store slimy and rude, they can't even do their job right. Ditch this store and go to the Coburg Rd location instead! read more

Incredibly rude management staff. You are placed on a wait list only to have other customers walk in after and receive help immediately. Ask why and was yelled at YOU ARE NEXT ON THE LIST. If you need help or have any questions I defiantly suggest another Verizon store. read more

Visiting the new Verizon storefront at VRC was a breath of fresh air. We only waited 5 minutes and the customer service we received from Nikki was friendly & helpful. She was knowledgeable and patient with us older baby boomers. We were there to update a phone. She did not try to sell us a different kind of phone or gadgets that we were not interested in. If we have any other questions or are interested in any accessories in the future, we know where we will go-back to this store!! Oh, and the parking is very easy; mall parking lot! read more

Outstanding service at this location. Corey is the store manager and helped my wife and I with a new contract and phones. He not only showed us how we were currently overpaying on our current contract based on our usage but also alerted me to an additional discount I was eligible for through my employer - something I was totally unaware of until he told me. He answered all of our questions, got us buy-back rebates on both of our old iPhones (again, something Corey suggested and saved us over $100) and hand addressed the envelopes we needed to send in our mail-in rebates on our new phones. Service such as Corey provided is pretty rare nowadays, especially when dealing with wireless retailers who seem to be more interested in selling you things you don't need than listening to what you do need and responding with good advice. If you're a Verizon Wireless customer in Eugene/Springfield and need a new device, there's no need to go anywhere else but Diamond Wireless at Valley River Center. read more

This review is for mainly Jeremiah not so much Verizon. I called the VRC location to specifically speak with him after reading the great yelp reviews from people having had him for customer service. He hadn't started his shift yet but returned my call shortly after he got in to work (whenever you leave a msg for someone to call you, especially someone you don't know, typically you WON'T get a call back, ya know? Jeremiah's Brownie points started adding up from the beginning. ) Anyhoo, he was very pleasant, patient & very helpful, not getting annoyed when I had to ask him repeated questions (NOT because he didn't explain it well enough, but more because I have poor memory retention & had multiple questions I'd asked him). At this point I'm just exploring wifi options, but when/if I decide on mobile wifi, I'll surely go back to Jeremiah to give him my biz (give HIM the commission - he's not pushy). Thanks, Jeremiah! We need more customer service people like you! (Haven't been very impressed w/the other Verizon stores when dealing w/ them in 2014-15.) read more

The customer service here was actually incredibly good! I know what you're thinking, a cell phone store...good service...yeah right...but really, they were wonderful! We had an issue with our bill and our data plan that the call center customer service could not (or would not) solve, so I went into their new location (beautiful store, btw) and Nikki was able to help me quickly and effectively. She was very kind and personable and didn't even flinch when I explained my tale of cell phone woe to her. Thanks for your help, Nikki! read more