I stopped by twice here in a week to get service and assistance with my home internet service. Both times I was helped promptly and received stellar customer service. The staff here are friendly, courteous and helpful. Even though it was inconvenient to have to come twice back to back; I greatly appreciate the service and resolution for my issue. read more

(1) Took three physical trips to the store to get a working router. (2) staff was rude and unhelpful with each visit unless you're there to buy more services. (3) they asked for a death certificate to close my father's account which made sense, but when I brought it to the store, they never asked for it or looked at before closing the account, and (4) the store is unable to accept payments in cash unless you round up to the next dollar because payments are only through a kiosk that doesn't give change. I know, who pays cash anymore, right? But after Cox repeatedly called me about the cancellation of services after I told them the service was for my father who passed away and they still didn't stop the sales calls, I didn't want to provide them with any other means of data collection off me or my family by using a credit card. read more

Limited availability of stores. Store at the intersection of Wellington & Liberia is closed, but signage is still up! On the whole, the service is good, but not unique. read more

I cancelled my Verizon fios account and needed to drop off the router and equipment. I arrived 6:30 on Tuesday evening. Waited less than 5 minutes. The guy was not super engaging, nor very friendly. He robotically said put your equipment on the counter unplugged without wires, wires go in the bin and I'll send you a confirmation email. I said thats it, he said thats it - I sent you a confirmation email so check your inbox and he gathered the equipment and walked off. He didn't thank me for my business over the years. It was a very underwhelming, bland transaction. But it was quick and not complicated. read more

Another trash experience from Russell Cellular. This was once a corporate store and functioned without trickery. These scoundrels who took over the shop find unique ways to tack on fees and services you did not ask for. They wanted $40 in addition to the $35 activation fee to load an eSIM onto my phone. They also charge you a setup fee even though they don't tell you this and don't do anything to set up your phone. I have to believe that Verizon itself is complicit in this scam since there are numerous complaints about it online, and yet they retain their Authorized Reseller status. This sort of nonsense makes you want to say goodbye not only to Russell but to Verizon as a whole. read more

Honestly, I would give the Russell Cellular in Fair Oaks Mall (VA) zero (or negative stars) if I could. Absolutely horrible experience here tonight! Basically, the employees closed the store an hour early WITH NO NOTICE ON THE ANSWERING MACHINE OR ON THE WEBSITE to watch the Superbowl. Yes, when I tapped on the window to get the attention of one of the four employees sitting at a table in the lit store in view of anybody passing by, that's what one of the employees told me. So after wasting my gas to make an hour round trip for my new phone, I left without it. I simply do not wish to return to this location. I already wasted an hour round trip to get out here and return home without my new phone. And I wasted the gas to get out here. I realize that customer service is a lost art, but this is absolutely rediculous. The sad part is I chose to do business with this location becuase it stayed open later on Sundays and becuase I had good experiences at this location (when it was a real Verizon store). I will be calling Verizon Customer Service to see if I can cancel my business with this location entirely. read more

Go anyplace except this store for Verizon service. I switched from another cell provider to Verizon, and I wish I had found an official company store instead of this outfit. Before they made the sale, staff misinformed me about benefits associated with Verizon service--no, you cannot get Hulu without ads after getting the Disney+ bundle. Staff also promised me various free items (a charger, a waived activation fee) with service, then charged me for those things. Staff charged me a setup fee, but didn't help me with my new phone setup; I've been unable to load photos and data from my old iPhone onto the new one, despite days of solo effort. In this pandemic era, staff mostly go without masks and do not encourage customers to wear masks either. read more

Went to the store at 10:45 am. It was closed despite its 11am start time. No note on door indicating if/when they'd open. I scheduled an appointment online for later in the day. Received a text saying I could check in 15 minutes earlier than the appointment. Got there early and was ignored for 25 minutes by the people who could attend to me. There was one person on the floor helping someone else, and he didn't have the decency to acknowledge me. The manager was in the back, but he was on the phone. One very polite young man stayed with me, but he had only been there 2 weeks and couldn't answer any questions whatsoever, which, I believe, equates to very poor training. I walked out. The whole experience screams "we couldn't care less about our customers or our employees." read more

No one answers calls Tells you to leave a message And voice box is full.. Annoying. read more

Despite others' experiences on dropping off Fios equipment, I had no choice, but to come to this store on a busy Saturday evening bc two other incompetent locations couldn't figure out how to return my equipment. The manager (GuhRus) helped me and was able to return my equipment without any issue. After wasting 4 hours of my Saturday dealing with the South Riding store and the 800 customer service number, HALLELUJAH the manager of the Fair Oaks location saved the day and my sanity. Thank you! read more

This is a review of how well the employees handled customers, not how good the corporation itself is in designing its user experience. The Verizon store I went to locally told me I couldn't return my gear there. An employee almost immediately came to me and informed me of this, and how to ship it, so I didn't waste too much of my time. I went to the Fair Oaks mall Verizon store and waited in line. Manager checked what people were there for while in line. Line moved fast enough even on Black Friday. My only critique: while they talked to people in line, they didn't give the customers clear cues when to come to the table, was a bit awkward. read more

Waited 2 hours and still didn't get to return the FiOS router I came in for. I understand that staff are limited but surely Verizon can implement a better system than having customers line up for 2+ hours. For the love of customer service--set up a text or call system so customers can do something else to pass the time while holding their place in line. Staff are questionable too. I watched a customer--in frustration--drop off her items at the counter as she'd waited ridiculously long and the rep said to me "oh I guess she didn't return anything" as she walked away... insinuating that he'd misplace it intentionally? He then tried to convince me to leave my router there (he couldn't process the return) and he'll just send a confirmation receipt to me later... it didn't really inspire much confidence in me after what I witnessed. read more

My first review was revoked: did the owner complain to Yelp? Probably. My beef is that the shop at Fair Oaks has a bunch of kids working. They work while wearing sagging pants. Prompting them about spotty service, at our house - they just laughed brushed us off; that's how it is. What am I paying for then, you Cellular deadbeats! Once I called this branch during the day: 4 teenies were having a - literally - armpit (or real?) farting competition while I was on the phone. This Verizon is a total JOKE! We will be discontinuing your service: because of this location. Disregard for those who pay you. Total stump headed farts at Fair Oaks! review: 0 read more

Verizon - Mobile Phones Near Me - Fairfax, Virginia

Been standing in line over an hour just to return equipment. There are over 20 people in line behind me.

Super slow and even if you are trying to do something super quick like pick up a router that you already have an order number for, you have to wait in a long line. They don't try to help you read more

I waited for 45 minutes just to do an equipment return. Pathetic service. Reps were taking their own time working slowwwwwly without ANY regards to people waiting. Even when waiting for the cell phone activation they just waited instead of handling other 8-10 waiting customers in parallel. I am glad I am done with it. read more

I've always had great service here, but this is about my most recent visit. About a month earlier, I had to cancel my recent install and order and found a wonderful FiOS manager at this store who helped me not only resolve that problem, but answered other FiOS related questions for me. So when I recently went back to order new service for a new location and went specifically to see this manager. His name is Nick Richardson. I called specifically the day before to make sure he would be in. He indicated that he was off, but would be in for a meeting and be glad to wait for me if I came in first thing. Upon arriving, I found him immediately and went over and we starting working on my new order for new service. Got everything setup, made sure I was comfortable and he walked me through every detail. Told me to contact him if I ever had questions or needed any explanation. I plan to see him on my return to this store. Unfortunately he's a FiOS manager and doesn't deal with wireless, but I have never had any issues with the wireless associates at this location. Always helpful and not pushy when it comes to sales. This is certainly one of the better Verizon locations in the area. Highly recommend visiting here as its truly a multi-function store with lots of available assistance. I especially recommend seeing Nick Richardson, if you go to this store and have any FiOS work to be completed. read more

Needed to locate and logon to my rarely used verizon.net email account in order to set up a new phone. I contacted customer service via chat as there is no live agent service available. All I needed to was to log on to my email account. The process was totally unsatisfactory and time consuming. It took them over 2 hours to then only tell me they had sold their email service to AOL. After all of this, they told me to contact AOL, which took another 30 minutes. There is a race to the bottom between Cable Cos. and Verizon with regard to customer "service". Very disappointed. Verizon is quick to sell you the most expensive products and services, but like watching paint dry when it comes to customer support. Suggest you look closely before you sign up with Verizon. There are much better deals out there. Especially if customer service is an important factor in your decision making. read more

Had to drop off my cable box. Made me wait in the damn line for 30-40 mins. Seriously??? They need a separate line FOR DROP OFF ONLYS!!! IT TAKES 1-2 MINUTES! How does waiting in a line to ask for Verizon plans equal ending services with Verizon to drop off a piece of equipment equal the same amount of time waiting??? NONSENSE!! read more

Mike was very helpful. There were a lot of people in line, but he was helping the line go by fast. when we called he answered the phone and was very helpful. Thanks mike read more

If I could rate this store zero stars, I would. Yesterday, my husband went to the Verizon Store at Fair Oaks Mall to pick up a case for his new iPad that we had purchased online from Verizon. The Tech put the iPad into the case and in the process damaged the screen. We didn't notice the damage until we got home from Later that evening, so in the AM I called the store. Spoke to someone who immediately got defensive and pushy and said that we must have dropped the iPad and caused the damage. When I started to ask another question, he hung up on me. I called Verizon Customer Care and spoke to someone who assured me that he had placed a note on the account and we could return to the store and get the iPad swapped out for an undamaged one. That's not what happened when we got there, we were waited on by the same guy who had hung up on me in the AM, who also was the store manager, Patrick. He got aggressive and argumentative, and was acting very not like a customer service person should act. He kept saying that there were dents in the case that proved that the phone had been dropped. There were no such dents or any other damage other than the odd lines on the screen. There were no visible cracks in the glass either. At one point he walked away and into the back office, leaving us waiting there. We had no idea what he was doing, or if we would get a resolution. I called the Customer Care number again and spoke to another person, who worked to find a solution for us. At some point she asked to speak to Patrick, who took my phone and walked a few feet away. My husband walked up to where Patrick was talking and Patrick turned his back, then walked away - while talking on MY PHONE! I walked up to him and he did the same thing. He did this several times. It was obvious that he did not want us to hear what he was saying to the customer care rep. At this point, I demanded my phone back, and I discussed the pending resolution with the Customer care person. She suggested going to another Verizon store because as long as this guy was saying that there was damage our only recourse was to file an insurance claim with our protection plan, which has a $199 deductible. He wouldn't have his iPad for 4 days, and he uses it a lot for work. We decided to try it. We went to the Manassas store and those folks could not have been nicer. within a few minutes Andre had a solution for us, we had a new iPad and they activated it for us. Customer care refunded the deductible and it showed on our account. What a shame that someone like this guy Patrick represents Verizon. They don't know how close they came to losing our business: 3 phones, 2 cellular iPads, Home Internet. We've been their customer for over 20 years, and this guy, who was not only rude, but outright lied to customer service in an attempt to pass the blame, nearly lost Verizon a customer. We are not people who complain often. We are happy to provide feedback when we get good service, we tip well and aren't hard to deal with. But when this guy treated us so unfairly, I felt it only fair to use this platform to express our disappointment. So, our advice is: If you have a reason to visit a Verizon store anytime soon, avoid Fair Oaks at all costs. If you can't avoid Fair Oaks, then definitely avoid dealing with Patrick. He doesn't care about you or your business. If you go to the Manassas store, Tell Andre we sent you. He will take good care of you, and treat you with friendliness and respect. I promise. read more

Impossible to reach via phone. Full voicemail box. Looks like they don't answer phone at all.

I switched my office account from AT&T to Verizon and used the Russell Verizon at Fair Oaks Mall. This involved around 15 devices. Some of it switched over easily, but there were three phones with persistent problems, that was their fault. I tried to contact the manager many times over several weeks and could not get her to return a phone call. Absolutely horrible customer service. I will never go there again. read more

Regarding Store EXPFO2 I spent over an hour driving to and from my house to the store to return old cable boxes to be exchanged for new ultra 4k boxes. I provided the old cable boxes to a TraMal with receipts for the old boxes. I said, I am coming in for new boxes. He gave me the "new" boxes. I said, are these the new ultra 4k enabled boxes and said yes they are. I said, thank you and "Is there anything I need to do now or is all set? Is it plug and play?" He responded, they are good to go. After arriving home, I spent over an hour with the tech. They said sir, unfortunately, the store did not process the order correctly and we are unable to connect the boxes today and also they are not ultra 4k, they are only 4k. The customer service rep and the supervisor were fantastic. They made sure I received a credit and suggested several alternatives such as sending new boxes to my house with return pre-paid postage to send my old boxes to Verizon. In addition to this, I called the store at 703-383-0600 and spoke to the manager Brandon to provide feedback about his employee. After explaining the situation, Brandon responded to me, "so what do you want me to do?" I replied, I wanted to provide constructive criticism so you can understand the situation, hear feedback and provide coaching to your employee. He retorted, I will do that on the 1:1. I said, "is it wrong for me to provide feedback? Also, I said, you could also say, I appreciate the feedback, I'm sorry for what occurred and I will let my employee know." He was rude, sarcastic and refused to apologize. read more

I have been to this Verizon location several times, and have never had a positive experience. The customer service is atrocious. The employees are not good at their jobs, and are impatient when customers express their frustration. As others have stated, I'm not sure who is running this Verizon location, but the entire employee roster needs an overhaul. Terrible. read more

This is a Verizon "Experience" Store and honestly I would only come here to either look at new cell phones or get your Fios DVR fixed out of nessecity. If you are really technologically impaired I would seek their help looking for cell phones but honestly, these days you are better off ordering your phone online and having it shipped to you. There are usually long waits on the weekend to see an "expert" and I feel bad for those who are standing there with their Fios boxes in a line ten people deep to have their TV boxes fixed. Don't people know TV is free OTA? Anyways, I have come here once to see if they could fix my phone too which weirdly just turned off one day and would never go back on. Needless to say they couldn't so I shipped it back to where I bought it from no questions asked. These stores are really only good to look at the product in person but I would never use them as my primary POS. read more

Verizon - Mobile Phones Near Me - Fairfax, Virginia

FIrst of all, I have THE worst luck with phones. My mom refuses to purchase insurance (b/c she doesn't "believe" in insurance lol) even with my bad luck :( The last phone I had, I had to replace 3 times b/c I kept dropping it. I even dropped it in the rain once and ran my car over it.... Anyhoo, I just got a new blackberry exactly 2 weeks & 1 day ago today. I was in Georgetown with a friend and dropped it and not realizing that I dropped it until 4 hours later. My poor BB was just sitting under the hot scorching sun baking. Needless to say, the phone was broken: The screen was cracked, and made flashy colors everytime I try to turn it on. It looked like i threw it on the gravel over and over and over again.. How it got this way,, i have no clue! I immediately drove to the Verizon store in Fair Oaks Mall b/c I know they have EXCELLENT customer service (I know this b/c of the many incidents I have had..) I explain to one of the employees in customer service (guy named SEAN) my situation and he immediately replaced my phone for FREE! No questions asked!! I was like.. WOW! I didn't even have insurance on the phone and even with the insurance, I would have to pay $90 for a replacement!! Regardless, i was VERY thankful. The employees at this store are always greeting customer with a smile and it is so obvious that their number one priority is that the customers leave the store happy and BOY WAS I HAPPY! I will definitely come back to the store over and over and over again to replace, renew, update my plan/phone!!! Thank you Verizon & off course, Sean ;) read more

BEST CUSTOMER SERVICE EVER. We were changing carriers and that usually takes a long time. Sara worked with us for 4 1/2 hours, even after closing time, very patiently and had a great smile all the time! Patrick, the store manager, joined her, helping us as well. It was such a great experience. I'm glad I took my business to them. I would recommend them to everyone. Sara, you're the best! Sara & Patrick, THANK YOU SO MUCH! read more

I feel I'm being way too generous giving one star. I went in stood around waiting for some assistance, no one came about to I went to one of the Counters to ask about internet service at home and how we were thinking about installing. Instead of being helpful or excited about getting any new clients. She just said "um ok" and handed me a post it. That's it. No explaining no information nothing read more

Verizon - Mobile Phones Near Me - Fairfax, Virginia

I walked past one day when there was no line so I decided to stop in and upgrade my phone. Their system was down so we couldn't finish the sale and they needed to order my new phone so I was told I'd get a call when it came in to finish the process. 10 days after the phone arrived and three unanswered and non-responsive calls later I finally came into the store to finish the sale and process. I got in at 10:15 and three guys are "working" and not ONE of them can help me. I have to wait until 11 for the rep who has been so unresponsive to come in and finish this sale. This is terrible customer service and I'll never be back. read more

Poor customer service all around, long waits anytime of the day or week, only 1 person to help a growing line of customers and 1 person standing at the desk who doesn't do a thing but say "we'll be with you next." Extremely inefficient staff, one person could easily at least take care of the equipment returns rather than just stand there uselessly. And don't get me started on the Verizon chat feature for customer service. read more

What is the deal with the hours? Phone doesn't work and hours say closed every day? What type of BS is this

Long lines. Be prepared to wait. Only need to drop off a router and have been waiting over an hour. They need a better system for equipment drop off while customer are signing up for phone service. read more

After calling Verizon to cancel my TV service and keep internet, they told me they'd send boxes in which I could return my equipment; they never sent any boxes, and they continue to charge you until you return the equipment. So, this store is the closest location where I could drop off the boxes. The fios return center is right at the front of the store, which is convenient, as it used to be tucked in a dark corner in the back. I was expecting the process to be terribly cumbersome. But I was in and out in under 5 minutes. Sal helped me return my boxes and was incredibly pleasant to deal with. He even suggested I remove the DVR service off my one remaining box so I could save even more. I returned the next day and did just that. Surprised to be writing such a l positive review, honestly, as I expected this to be a huge pain; however, I'm happy! read more

I've always had pretty good experiences with Verizon in store and over the phone. I'm happy with the wireless service and have been a customer for several years now. Today I dropped off cable and internet boxes for family that switched over to another provider. The representative in store was very nice, asked if they did anything wrong, etc. I was in and out within 10 minutes. Good customer service experience. read more

Avoid the Fair Oaks mall Verizon store if you can. They gave me DVR boxes without the activation code. I called the 1 800 number for technical help and he said that this particular location does it all the time. As a result, I wasted two hours of my life having the technician cancel my order, reinstate my order and troubleshoot. Verizon slaps you with a $50 installation fee if you want to upgrade to the newer DVR's. What did this $50 go to? Me managing the installation? Note: this is after spending 6 hours last week to just change service to more stations. Every step of the way has been beyond miserable. Cannot wait for my contract to end and go with YouTube TV for MUCH cheaper. Cut the cord. If you don't want to, avoid this nightmare of a location with incompetent staff and find another Verizon store. read more

Honestly, if you are thinking about switching to verizon, make sure you know all the fees. Always ask for your exact payments monthly before you even sign up for a contract. If you make a mistake or get something you haven't bargained for, it will be a pain to go back because their customer service lacks skill and helpfulness. This place however, has good service and they do whatever they can to make the consumer walk out happily. I just decided to stop buy and see what they have to offer in case i was interested, and they almost drew me to canceling my contract with my current provider! read more

I will be the first to admit that i am completely technologically inept. I am the person that goes to the phone store and says "hmm this two hundred dollar phone with features i have no use for looks great. I'll get that". Aka I'm a sucker. So i walked into the Verizon experience with the expectation of buying a LG Venus. Aka a phone with features i had no need for. But after waiting about 10 minutes the salesman helped me out and convinced me that if i was going to get a cell phone with features i didn't need then to get a more reliable one. He was a great help... even helped me with my eventual color decision After I was done purchasing the phone, he took me to technical assistance, when the guy there installed all my contacts and pictures and even my new bluetooth that i had no idea how to use. It was awesome. I walked out of there very pleased and in under and hour! Very quick for everything that we did. Definitely where i will be coming back for my cell phone needs! read more

If unorganized and utter lack of "home training" is what you seek, then Verizon Wireless at Fair Oaks Mall will surely deliver. The missus and I stopped by to pick up a TV box we ordered awhile back and were unimpressed by the level of customer service, lack of product knowledge and the most concerning issue: operations failure. The young lady "helping" us pick up the box acted as if we owed her something for wasting her precious time. The other sales associates stood around gossiping despite how many customers were in the store and looking around for help. The cherry on top of this disaster of a store was when we were finally given our TV box... Sans an actual bag to carry it in and preferably not look like we had just robbed the store or get robbed ourselves. Upon asking the store manager, Amanda, she didn't even seem to have a clue what was going on in the store she's suppose to be running. She had to ask several associates before turning to us and saying there were simply no more bags left. Whether or not one works in retail, there is such a thing as common sense--ironically, which isn't so common anymore. To not know and properly maintain supplies during a busy holiday season is ridiculous and that should go without saying. This location is a piss poor representation of Verizon as a company. read more

Being a fairly techno-savvy consumer I rarely need, or trust, the assistance of people that work in stores. I went into the dramatically named Verizon Experience in search of a new phone and was really expecting to just see each phone in person and make sure that the candidates were an appropriate size and with robust build. Previous Verizon experiences consisted of me waiting a very long time, then talking to an idiot who would try to sell me something I didn't want, and was unable to answer any of my questions without consulting with his superiors. At the Verizon Experience, I would actually call my experience beneficial and pleasant. They immediately took my name when I entered, and despite being fairly busy, my name was called within a minute. I talked to the sales guy for a while, told him what I was looking for and he answered all my questions without hesitation. We ended up focusing on a phone that I was very confident in and he even hooked me up with a discount on service through my employer that I didn't even know would get discounts. I ended up not getting the phone at the store, as I decided to order online to get an instant rebate, but the service was still very helpful. It felt like he wanted me to get the Verizon Experience, but wasn't trying to force the issue of me buying a phone directly from him. Verizon may generate some gripes about their policies and service, but as far as this particular location is concerned, I will not hesitate to return the next time I need a new phone or service upgrade. read more