Literal garbage. Verizon disabled my old SIM card in favor of an ESim which didn't work and then told me to get a new sim. Store wanted $35 for a piece of plastic when it wasn't even my fault. If that's what you want just go to the apple store and ask for a sim. predators. 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

Useless. Ordered and purchased a phone through customer service and they verified phone was at this location. Drove all the way here and was told out of stock and this location is owned by a separate company and does not have any direct contact with Verizon corporate. Can't cancel order either. What the actual F*@&$ read more

VERIZON HAS NOT COMPLETED THEIR INSTALLATION EIGHT, YES EIGHT, WEEKS AFTER THE DAY THEY WERE SUPPOSED TO DO IT. THEY LEFT A SAFETY HAZARD IN MY YARD AND HAVENT FIXED IT, OR EVEN CONTACTED US ABOUT IT. They are in violation of Faurfax County code but still do nothing. In Fairfax County they operate with impunity. They can screw you over all they want and Fairfax County, which gave them the franchise approval, can't do anything about it because their contract with the county doesn't let them be fined or penalized. Remember this if you are in Faurfax county and are even considering using Fios. read more

Came to this store last week to pick up our new cable box and return the old one and I was shocked to see the way the representative treated us. If you don't know how to talk to a customer don't be at the front desk! We don't go buy cable boxes everyday, if we have questions, it's your duty to answer them politely and without making a face. Every time the rep asked us a question & incase we did not understand it, he just got more condescending. Whenever we mentioned that we will check our order receipt just to be clear of what we want, he said things like you can look all you want but I have your order in front of me! We would prefer calling the customer care instead of having to deal with reps like this guy. Verizon you clearly need to train your representatives before putting them at the front desk. read more

I upgraded service from preferred to extreme. Verizon tacked on a charge of $64.99 for the 'service' of upgrading me. This charge is not mentioned anywhere on their site or in their confirmation email. The site is slow and often unresponsive. The Chat function was useless and did not come close to answering any of my questions. Verizon is also EXPENSIVE. I can't wait till my contract is up. read more

Came to drop off one item, waited for more than an hour. 2 staff talking to cusomer, 5 others doing god knows what.

This Yelp site is becoming a daily meditation for my consumerism. I added a star because after my negative feedback on Verizonwirelesssurvey.com (a website that's plastered on all their store credit card swipe screens), the manager contacted me to assuage my shrill unhappiness. In the future, people should ask to speak with him if they have any problems. Not all my issues are resolved, but submitting feedback to their website (linked above) was helpful. read more

Came by to exchange a tv box as we were directed by the tech support people to do so. After being on the phone for a couple hours we find out the exchange isn't as simple as we were told. We also had asked about picking up additional boxes that were basic for $5.99. On the phone, we were told they could no longer give those. We get to the store and they have them available. While I understand most of this is an indictment of the tech support people the experience at this particular store was not good either. The staff was rude and totally unprofessional. While they wanted us to believe they were busy when we talked to them, most of their staff was sitting around playing on their phones and watching viral videos. The guy helping us out was rude and seemed bothered to help us out... While I know I'm sure I'll find similar issues and complaints with other companies, it's still no excuse and a good reason to switch to another one. read more

We were a bit reluctant to visit any Verizon shop but met an employee named Camille. Absolutely excellent customer service, knowledge of FIOS and a great personality to boot! If you go there shoe would be my choice of folks to visit. read more

Zero stars. Total Amateur hour at this place. I registered at the front kiosk to order an iPhone. After over 40 minutes later, I checked to find out how much longer it was going to take and they had no clue. Note that the store was NOT busy and it was approaching closing (9:00 PM). Also observed many staff members milling about and other customers come in and get their purchases completed. This place SUCKS!!!! Go to the Verizon store on Rt 29 / Lee Highway instead. read more

I had the FIOS triple play with a promo "Free 19" Flat Screen TV". At the order taking and installation stage, they were very friendly and accommodating. The house was cabled quirkily and the tech convinced me that wireless would work up three stories. The TV quality of sight and digital sound was breathtaking and internet speed above average but not as fast as cox business grade. As it turns out the wireless as installed was not fast enough to stream video upstairs ( necessary since I take online classes). We also needed a land-line jack activated that was missed in the install. Fast-forward 12 months - no promo TV was forthcoming, dozens of emails and calls to Verizon were a wast of time with regard to fixing the internet and voice install issues. The average call seemed to stretch out 45-50 minutes with always the same story "not my department'. In the end we downgraded to Comcast who actually answers the phone and responds to our requests. Since Verizon did not respond to email or phone call service requests, we canceled writing so we would have a record. Good plan - here we are 5 month after cancellation and they are still billing us. The question is whether to file a small claims suit or complain to the state regulators- this arrogance and refusal to service customers is not an unusual occurence. read more

Spent two useless hours with tech support so they said someone would come between 3and7. Changed my plans to wait for them and the never showed. Run, don't walk away from this provider. read more

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

Went in today to see about lowering our tv and internet bill and was helped by Camille. Outstanding customer service. She was able to lower our bill by approximately $60 a month. She listened to our needs and helped us find the best tv package. Wish all of our interactions with Verizon were this positive. read more

This store is the WORST verizon store I've ever been too. I went to go get a new phone as an upgrade. Upgrading I knew I would be losing my unlimited data. I got a new plan figured out with the lady that was helping me. She said the plan wouldn't start until I activated my phone. Which was a lie. The plan started that week and I wasn't aware until I got a text about my data... Got my phone a week and a half later. Which came to me damaged and dirty. I ordered a NEW iPhone 6 not a used damaged one. I call the store telling them about my phone. They said to come in later that day for them to look at it and replace it on spot. I get there the man that was helping me called me a liar about how I could get a new phone when I came in. He was very rude the rest of the time. Bad enough he called a costumer a liar I asked for a manager and he said I couldn't. Acted pushy to get me out of the store. He printed a shipping label to send the phone back and verizon would send me back a new one. I just got an email yesterday(2 weeks after shipping the phone) saying my money has been refunded. WTF. So I have to go back to this horrible store to go through this shit show again to get a new phone for the second time. After 3 weeks. Awful. I doubt I will be going back and going to the AT&T store to use their service. This isn't my first time with horrible service with Verizon. read more

I just got home after spending almost 2 hours at the Fair Oaks Mall store in Fairfax, VA. with General Manager Patrick Delaleu. My brother had a stroke and I was there trying to close six accounts and move one. He did his part by putting notes in the account about what needed to be done and that I had Power of Attorney. I was given the 800 # to call to complete the process. He could see I was upset and concerned about having problems and told me I could use my phone and call from the store. He would help if there were any problems. There were several AND HE WAS RIGHT THERE TO HELP. I don't know what I would have done without him. THE KINDNESS AND THOUGHTFULNESS HE SHOWED WENT WAY BEYOND WHAT MOST PEOPLE WOULD HAVE SHOWN. I can't say enough good things about him. He is an exceptional person. Rosemarie G. read more

Possibly the worst customer service I've ever encountered, and that includes the DMV. Literally go anywhere else, even if it's twice as far. Trust me, avoid the hassle, headache, and complete lack of enthusiasm and professionalism you'll get dealing with Russell Wireless (authorized Verizon dealer) in Fair Oaks mall. read more

Friendly professional staff willing to go above and beyond to satisfy customers. The new manager (Tim) has done a phenomenal job of turning and average store into a truly amazing Verizon Experience. Attention to detail, consideration of your time and competence in all things wireless are beyond compare. Highly recommended if you value one on one service with a smile. read more

We had a move from one to another recently. Luis Gavino at Fair Oaks store made it so smoothly and everything works at our new home. His knowledge, willingness to assist and professionalism were highly appreciated. Thank you very much, Luis Gavino and Verizon FIOS for offering such an excellent program and service! read more

The customer service was excellent. They were all very nice. The customer service took my name and said it would be about 20 minutes. I said that is fine but how are they going to know it's me. They said that they have put in descriptions of me, which to be honest seemed pretty shady. I'm sure they described me as one of the most dashing men they had ever seen. All was good in the world until we got home and noticed that they had an installation of some other home in Fairfax Station. We had to call FIOS to get it resolved which is the third time we had to get it resolved because of the incompetence of FIOS in general. I would have given my experience 5 stars but this is a pretty big screw up if you ask me. read more

I am and have been a verizon cusomer since 2000 starting with their cellular service and recently (Jul '10) FIOS and as far as service, I have always been pleased. Now CUSTOMER service for FIOS is a bit of a pain but when I go into the store, things go much smoother. People that are complaining about it being too slow also need to consider the location of this store as well as the number of people in the area that are verizon customers. I think that considering all things, they are pretty helpful and do an awesome job at ensuring that when you walk out of those doors, all of your Verizon needs have been met. read more

Parking was not too bad and this place is clearly marked. I had an awful experience with customer service over the phone, but this store was great. I had a confirmation to come in and exchange my stuff here and the process was simple. I was here in the evening and there were two staff members designated to help with this only--which was great because I was seen immediately. read more

After several years of no problems suddenly we couldn't make calls. We we're basically blown off consistently with changing stories. Dropped calls bad service but somehow the always manage to make sure they bill every month read more

now that it is private owned, employees refuse to help you with anything unless you are buying or starting new plan. must be working on commission. Have been Verizon customer for years but they were so rude, and after standing in line outside form 40 min and then another 20 min inside and being treated like crap, I walked away and went over next door to a different company, going to switch. they were friendly and knew what they were doing. Russell cellular employee told me since they were not owned by company he could not help look at my phone or sell me a SIM card! I called Verizon and they said that was not true as they charge for SIM card but the company store would not. I was willing to pay for SIM card after waiting all that time. intold them want customer service agent on phone was telling me and he told me their system was already shut down for cellular issues??? People stay away from this location, they are awful! They don't deserve any stars! read more

This guys are great! Especially Jing! He is very professional and friendly! It is not my first time Jing resolves my matters effectively! Thank you! read more

Have been a Verizon customer for way too many years, had a house phone, internet, cell phone, now we're down to just the internet and still being way overcharged. We dropped the house phone and tv when I saw ads offering new customers all three services for less than half of what we were paying and when I called to try to get my bill changed, I was told there was nothing they could do, new customers got best prices, 20 year customers got screwed. We kept the internet with Verizon because at the time it was the best price, but here we go again, just saw another ad for half of what we're paying, think they'll lower price this time? Probably not, but they were smarter this time and made us commit to a 2 year contract. Times also most up and we'll never look back, Verizon. read more

Going to this store, I had a pretty lame and unhelpful experience. On arriving at the store, I was told to wait for an assistant, and this was not a long wait. The assistant that helped me was named Lavasha, and she was pretty helpful at first. My phone was acting up due to lack of storage space, and she told me that the only thing to do was to reprogram the phone, and if that didn't work, I would have to get a new phone. She said that if I reprogrammed my phone, which was a Droid Incredible, I would be able to access my contacts and media (pictures, videos, etc.) just by entering my google account information back into the phone after the reprogam. She was wrong. I reprogrammed the phone, and after being assure that I would not lose any of that date, I reentered my information, and it was still all lost. She clealy didn't know what she was talking about, or wasn't very experienced with the operation. The second thing that was annoying was that she told me that if I ever wanted to get a new Droid because of it acting up, I could because I had warranty until August and they would send me a new phone for no charge. This, of course, was exciting because I did not know that I could basically get a new phone with no charge because of a warranty I had. She said to call the company and they would send a new phone my way. So I called the next day, and the operator said that no, I did not in fact have warranty, and that I could not get a new phone for 'free'. I was a little ticked off that this woman, "Lavasha", had told me that I could. It was extremely unproffessional and I was annoyed that she had told me two incorrect informational things that did not help me at all. I will continue to call the company rather than visit stores with assistants, because the operators on the company phone lines seem to know what is happening more than the store people. My "Verizon Experience" was pretty bad. read more

This location is NO LONGER OWNED BY Verizon. About 10 weeks ago it was bought by Russell Cellular and the employees did not even know that they were employed by someone else. It is ONLY now an "Authorized Dealer" which means it will sell you anything they have and try to "upsale" YET they will NO LONGER help you with HUM devices and NO LONGER accept Verizon Gift cards. Additionally, Russell Cellular left these employees on their own to scrounge the vacated mall to find broken CHAIRS for themselves and their customers. They will try to help (if anyone of them knows what they are doing) to SELL you anything, but they cannot help you with anything else. If you really need a TRUE VERIZON store, then be careful to CHECK if the location is actually OWNED by Verizon or has been sold to someone else. I had never heard of Russell Cellular and I don't know if any of the employees knew either until about 10 weeks ago. read more

Oh dear lawd, these ppl take take take and never bother to reward their loyal customers. We won't be loyal soon, tomorrow starts the hunt for a company that appreciates loyalty! read more

This store is very unorganized. The employee named Charles was extremely rude. He talked to customers like they were stupid and treated them like they should already know the answers. After asking how much a new plan cost he told me the price. After asking if there were any alternatives to the plan, he stated there wasn't and told me o should just leave if I didn't want that option. Over all a very bad experience. I now dread going to the Verizon stores. I wish they would treat their customers like human beings instead if another number in a list. read more

I'm not a Verizon customer, but I unexpectedly had a very positive experience at this location that I thought would be worth mentioning on Yelp. Earlier this week, I wound up in this store when I was badly in need of printing something from my email. Random, I know, but I needed the document immediately and there was nowhere else I could go inside the mall. The mall's customer service desk did not have printing capabilities (only copy), the Apple store couldn't help me out, and when I tried AT&T where I am actually a customer, it was closed because of the Labor Day holiday. Since Verizon is right next to AT&T, I took a long shot by asking the employees there if they could help me print my document, even telling them that I was willing to pay. To my surprise, they were so friendly about it and really went out of their way to help me out. The first gentleman, whose name I didn't get, told me to email my document to him. I was very grateful for him taking the initiative to help me. There were some issues, however, because my email was not a part of their internal server. When I thought all hope was lost, the other team member there named Chris was able to find a solution for me that worked. Thanks to both of them, I was able to get the document I needed! Although I can't say much about Verizon's electronic services, I was very impressed by the way this particular team represented its company. read more

Worst provider ever. TV continuously pixelizes, control of home devices is iffy at best. Tech has been to my home at least 3 times and TV still doesn't work properly and again can't control home devices. Everything worked great until the knuckle dragging morons from the electric company cut the FIOS cable while replacing cables on our street . As soon as the contract is up we are cutting FIOS. read more

I go in 20 minutes before they close. I see 4 workers chatting about sports while 2 others are actually working and helping customers. Finally i say something and with attitude i get someone to help me. I ask someone if i can get a new chip card because my old wasn't working. Instead of doing it for me and activating the chip. They gave me the actual card and told me to call the 1800 number and activate it myself. I went to another verizon store the next day to get my chip activated because i didnt want to be on hold for 2 hours, and they said "that is bullshit". As soon as my contract expires i'm leaving verizon because of their terrible customer service! read more

I am not surprised with the comments they have here. I was here earlier today and was greeted by nice wonderful staff waiting in the front and directed me towards the back to pick up equipment. Then everything changed. When I got to the back where they directed me, everything went downhill. I didn't realized anyone was in there until I walked around and saw one of their staff seated behind the computer. My presence wasn't even acknowledged, but I just said "Oh I didn't even see you there". And then I told him I am suppose to pick up equipment. His name is Josh. He asked what is the master number or order I think. I told him I don't know. He replied he can't give me anything without it and I should have gotten an email. I checked my email thru my phone and told him I don't have any. Then he said again, he needed that for him to give me the equipment. So I told him if he can check my account (which he could have done without me telling him to do). He saw and told me the account was cancelled and has to do everything again. I explained to him that i was on the phone with Verizon rep for 4hrs last Saturday getting all these cleared and was told I can just pick up the equipment and do my own self installation. He went back inside to check to see what he can do. While he was in there I called Verizon customer service to get the master number he was asking. He happen to come out and started talking and asking me questions while am still on the phone trying to get this straightened out. After I got off the phone I told him I have this order number they gave if he needs it. He said no, and that we just need to start everything. Another staff came named Sidd showed him what to do. So he started asking what channels I watch and I told him can't I just have the same thing I have initially. Because I signed a 2-yr contract and I don't want anything changed. Still he insist asking channels I want, but I told him the same thing. Then he stated "are those premium channels are that important to you?!", in a very sarcastic way and a smirk on his face. Then I replied "Yes! Because I am getting it for the amount am paying and that's what am getting before". How dare you ask me that kind of question?! You are very rude! This is bad customer service!" Then he said "how am I rude?! Tell me! I'll give you customer service!" And he started writing number down on a sticky note and told me "here you can call them and they can help you because I am not, I am trying to help you but you are not helping me!" (with his arms flailing up in the air and put the sticky on the desk... you be the judge) I told him that customer service is the one who send me here. Then I asked can I just have a different person to help me. He said no. I asked the second time again, can you just please have another person to help me. He said "I'll get u the manager!" I waited and Keegan came in a much more calm and professional way. He explained very well why this and why that, and worked with me what he can do. He helped me understand and talked to me in a non-demeaning way. I vented out on him then tears come running down my eyes because I was so furious. There is always a better way to say things. There is no point to be mean and talk in a demeaning way. If you don't like your job then do something you like and what makes u happy. If you're just hungry then grab something to eat. (Snickers maybe?...) If you're having a bad day don't take it out on other people. Simple manners go a long way. Customer service jobs unfortunately is not for everybody. Sorry Josh if u think am not trying to help you. When I was on the phone (and u keep talking and asking me questions on the side interrupting and I see you making faces) when u stepped out, i called customer service to get that master order you are asking for because I don't have it. I didn't get email either. I asked you then u said you don't need it. Also if you don't think that was rude, I don't know what is. There were so many times I could tell you how rude you were, but what's the point? Very unprofessional... you seem too young to be that grumpy. I just hope that you don't treat anybody else like that. Take my advice, if you're not happy nor like what you do you you will hate yourself for that. Or better yet grab a Snickers "YOU'RE NOT YOU WHEN YOU'RE HUNGRY!" read more

LazMar (chubby female) was rude & unfriendly when I returned my Fios box. Her attitude screamed "why are you bugging me, I'll rather be doing nothing & still get paid." Seriously, your job is to seat in the back behind a desk & provide costumer service, so provide!!! read more

After being stood up by Verizon's installer after adjusting work and other events I came to the store expecting to get some help. I spent hours on the phone and got nowhere. To be fair, I had decent experiences here at the store previously. However, this day was significantly different. After getting there at 8:20pm, I waited patiently while other customers that came after me were helped. I mentioned I was also waiting and the lady made it clear that this wasn't going to go well by saying, "How was I supposed to know." Not the start of a good interaction. When I came to the counter I started explaining my situation and she cut me off twice saying, "What is it you expect me to do?" ... "and we are closing anyway." I pointed out that it was 8:50pm and there were plenty of customers in the store besides me. She still hadn't pulled up my account or asked for any information to either see the issue or look for solutions. She was dismissive when I tried to again explain my issue and said, "there's nothing we can do" and "we don't have anything". Still hadn't asked for my phone number, account number or address... it was the last straw. I can't see how the installer services, the 1-855 customer services AND the in person store can all be upside down. More than just a terrible experience. Hours of time and missed work to just get dismissed. I hope Verizon can fix it...there's a lot to address. read more

I have never had a problem when calling their 800 # for service on regular land lines but now that I have FIOS, man it seems like everyone there is just scratching their ass with no interest in helping customers. Then again it might actually not be the employees' fault but how the touch tone options are routed. I called once cause for no reason they stop drafting my monthly charge and disconnected my service. I kept pressing the option for a FIOS operator but somehow all 10 people that got my call were not the correct person to help me. After at least 45 min of frustration (I'm not exaggerating) I finally got someone who was able to fix my problem. On another occasion, I don't remember what for, I called them again and AGAIN the same thing happened. I'm not a rude person at all but I had to tell one of them that they had the worst customer service I had ever experienced. Not too long ago I called a 3rd time for tech support and I got a very helpful person right away. WOW I'm proud of them. I'm still skeptical about calling them for what ever reason. read more

One of the better Verizon stores. Large with a good selection with great displays. But like the other Verizon stores, the staff is strong on sales and weak on knowledge. read more

Save yourself hassle down the road and don't go here. The salespeople seem to thrive on aggressive, deceptive tactics to get you to buy things, which I guess is just the culture at the store. Examples include: Repeatedly pushing marked-up accessories on us even though we'd said no several times; giving us wrong information on charging policies and changing their stories later. Not worth it. read more