I have been a Verizon Wireless customer since 2005. I consistently did business with this store as it was the closest location, but they have terrible customer service. I actually worked for Verizon FNS from 2009-2013 and the employees made getting my employee discount incredibly tedious. Every time I went there a different employee told me I needed different verification to get the discount. After maybe the 6th time coming in with what they requested one of them finally gave it to me. My sister purchased a brand new Droid Pro about 4 back in 2011. She had it for about a month when the display started to pixelate. This type of thing happens, and we figured we could turn it in for a replacement and that would be that. The customer service rep at the Fair Oak store looked at the phone and assured her that she would be getting a new one, but it could only be delivered to a residence (which turned out to be untrue when my sister had to order another refurbished phone afterwards). After helping her with the replacement procedure, she waited with the broken phone until the new phone was delivered to the house. Upon recieving the replacement she found out that she had received a refurbished "like new" phone. While we were intially annoyed that we had payed for a new phone and only got a month's use out of it, only for it to be replaced with a refurbished product (essentially paying full price for second hand product, most electronics stores offer refurbished items for a discounted price), my sister decided to just be done with it and accept the refurbished phone. Unfortunately, she brought it home only to discover that components inside were physically broken and loose. Every time the phone vibrated or utilized a gyro it would make a rattling noise. In addition, all of her contacts were lost, despite signing up for backup assistant (which suddenly appeared later with another phone we got, despite one of the service representatives telling us that it was canceled and unrecoverable.) She returned to the store to ask for a new phone which was denied, as the customer service representative stated it was not company policy to give her anything other than a refurbished phone since it didn't break within 2 weeks of initial purchase. I am under the impression that most electronic stores offer 30-90 day warranties for their products, so I really disagree with this policy if it is true. They also said that the issue was with Motorola, not Verizon since it is their product. I also find this policy to be unfair since Verizon has a contract with Motorola and is showcasing their services with their device and are selling these devices in their own stores. If there is any issue, it is Motorola contracting bad stock to Verizon. The tech at the store said there was nothing wrong with the phone and even insultingly asked another random customer to look at the phone and confirm nothing was wrong, though the customer did say that she could hear the rattling. Even with all this, my sister decided to try another refurbished phone (she even asked if she could get a different, cheaper model phone, or a discount on her next bill for the trouble and was denied). She received her third phone, and immediately it had the pixilated screen issue. At this point we pretty much gave up. We have paid for a brand new phone and 4 months of service to support it. We received none of it. I understand there are certain policies in place to protect Verzion from people taking advantage of them, but by that point it was ridiculous. It seems that some of the service representatives need further training in both customer service and what these policies are as we were told different things with each visit. I actually emailed the GM and DM (Michael Kesler, Don Whyte) for this store and received no response from either. They don't care. I would have left Verizon if it wasn't for my employee discount. Luckily, I stopped going to this location when the Cellular Sales run Verizon Wireless store opened in Centreville. The customer service is a much better and the employees are more professional. I will never shop at the Fair oaks location again. Avoid this location. read more

Zero stars. I tried to do a simple purchase: buy a hotspot and increase my data plan. after 40 minutes waiting in the sales queue, the sales guy (short African American guy with thick glasses) makes me wait for some other guy (Calvin) and that he will see me in 5 minutes. After at least 20 more minutes and asking how much longer, I came to the conclusion that these guys don't care about customers. The front desk person suggested I put my name back into the queue.... yeah I don't think so. what pissed me off is that the first sales guy can just watch me wait for what turns out to be an hour while I am trying to give Verizon more of my money. this guy is a moron and needs to find a different job. just a warning to all prospective customers: avoid the sales guy who looks like Erkel and ask for anyone else. read more

Great store! A lot of phones and accessories. There is also an HDTV in there. I wish more Verizon Experience stores can pop up in the DC area. I don't know why they don't have one at Tysons. You really think they would. read more

Sales reps in this store are simply incompetent. My wife went to replace her phone a couple of months ago. We were given blatantly WRONG information on a number of issues related to our account. Sales rep pulled up our account and told her she had a 16gb phone and proceeded to sell her a 32gb to "double" her storage. Actually, she had a 64gb phone so he halved her storage. We didn't realize this until it came time to do a software update and the update wouldn't install due to lack of available storage space. Now we're past the 14 day return so Verizon won't exchange the phone and can't offer any solutions other than paying off the phone at our expense and getting another one, or moving all her personal data off the phone to cloud storage. While perhaps my wife should have known she had a 64gb phone, she wasn't sure and the phone was damaged so it wouldn't turn on. She had no way to check and unfortunately had to rely on the sales rep to provide the information. Additionally, she unnecessarily paid an early buyout fee of $187 on the phone as we had other lines on the account that were fully upgrade eligible. The sales rep did not bother to use one of those. He just took her money. My wife purchased AppleCare from the rep and paid $129 for it. When we got our bill we noticed that the rep had also added the Verizon equipment plan at $11.99 per month which she did not ask for. I had to spend time on the phone having that removed. I'm not sure why the rep would add this fee knowing my wife had purchased AppleCare. When I went back to the store to inquire about exchanging the phone a sales rep told me that my wife did not buy the phone there. Rep told me she bought the phone at a Verizon reseller and I would have to go there. I thought maybe I was confused so I came home and asked her. Yes, she bought the phone there. WTF??? So I went back and talked to the manager. Manager pulled up the account and verified she did indeed buy the phone there. Couldn't explain why the sales rep said otherwise. She told me there is nothing she can do since it's outside of the 14 days return period and my wife signed a contract for a 32gb phone (based on their rep telling her she was upgrading from a 16gb phone). She told me to call the customer service number. Called customer service. Seemed surprised the store told me to call them. Customer serviced offered the options of paying off the phone and buying a new one, or moving data to cloud storage. Completely unacceptable options. I have 5 phones on this account. We pay Verizon an outrageous amount of money every month not only for these 5 phones, but for cable/internet as well. We expect better. Quite disappointed with the service and outright appalled at just plain bad/wrong/false information provided by their sales staff. read more

Wow, went in to sign up for a cell phone and both the greeter and the person helping him turned their backs on me in the middle of my explaining what I was looking to do, when interrupted by another customer that arrived after I did. Obviously, this store does not need new business. read more

A truly awful company. Try contacting the store. Their menu system either diverts you to their euphemistically named 'customer service' department or the phone rings at the store and they resolutely ignore it. It can't really be called customer service. read more

Customer service is absolutely terrible at the location in the mall. Employee "Dre" was specifically terrible.

We received OUTSTANDING customer service by Nick during our recent visit to the Fair Oaks Store. Nick was very knowledgeable and answered our every question in excellent fashion. Nick is an outstanding representative of Verizon. I would rate 5 stars. read more

Nice, big store to show off all the Verizon products and services. I was returning home FiOS equipment there and except for the "I would rather be anywhere but here" attitude by the clerk who checked in my equipment, it was fine. I shudder to think what would've happened if I had a more complicated transaction... read more

No one seems to know about any question they're asked, be it regarding wireless services, cable service or devices. It is a total waste of time spending an hour to be asked to be given incorrect information and asked to call customer service for any query. I have noticed the same thing with other customers seeking help. For an organization this big and a store in such a prominent location, it would help to find someone who knew how to help customers. Very disappointing. read more

I went there to get an upgrade. There weren't enough employees so I had to wait. Finally a women came to assist me, I asked her a few questions and she wasn't sure how to answer them. She had to get somebody else that was more knowedgeble to help me. read more

After 24 hours and 6 phone calls to Verizon to fix or replace my desk top, I'm getting ready to write a strongly worded letter...Visit to this shop was a piece of my misery. Untrained and unprofessional workers unable to process a simple replace and upgrade request. I thought I saved time by picking up and setting up myself, but not only was the pick up frustrating, but required another 3 phone calls to customer support and tech support. I hate Verizon (How is this not a monopoly?). Antitrust? read more

Useless for customer service. I ordered a new FIOS box from Verizon and it was defective. Customer service suggested that I use the retail store to swap out the box. I called the store to verify that they could swap boxes then went in to meet the customer service rep that informed me that I needed an order. After telling him that was his problem, i stood around for about an hour while the rep and his "manager" stood staring at a screen only to tell me I had to come back a few days later because I had an order pending. After I got home, I called the customer service number and reached someone who could take care of my issue and to issue a credit for my frustrating service at this subcontracted retail store. If you need customer service, don't waste your time visiting. The manager admitted that they are really a new service sales organization and can't/won't do much for customer service. read more

Just want to get this off my chest. I'm pretty IT savvy and I know what I'm doing with technology. I ordered 4 Moto 4G Smart Phones from Amazon in "unlocked" status. I needed 3 SIM cards (three phones being replaced were basic phones, no SIMs). The FCC requires Verizon and all carriers to provide free SIMs for customers with BYO phones on their LTE network. So, when arriving on 4/2/17, the "greeter" asked me what I needed. I told him I needed three SIM cards for my Moto 4Gs. Well, the greeter proceeds to tell me Moto 4Gs are not on the approved list of LTE phones for Verizon Wireless and they probably won't work. I told him 1) I did my homework, Amazon listed them as Verizon Wireless compatible, 2) multiple Amazon reviewers confirmed they worked on Verizon and 3) I had just ported over a Moto 4G for a line where I had the SIM card. I didn't need a lecture, I just needed SIMs. He then continued with a we know better 'tude but did set me up for service. In a few minutes, the person to service me introduced himself -- he could not have been nicer. I had copies of the ID info on the boxes -- he scanned them and came back with three enabled microSD format SIMs. I put one in my Moto 4G -- worked as expected. Later, at my house, the other two phone were set up without problems. Not sure why the Greeter had the condescending, you-made-a-big-mistake-buying-a-phone lecture ready for me, but I sure didn't enjoy it (you would think he would have stopped when I said I already configured one). Conversely, the guy who set up the SIM cards was great, knew what he was doing and gave me exactly what I requested. Based on this Jekyll and Hyde experience, I give the store 2 stars but I really want to give 0 stars to the "Greeter" and 5 stars to the person who fulfilled the service. read more

The two guys in the Guru dept tonight were a big help. My girlfriend had to activate and transfer her new Droid Incredible. While there I was able to ask and receive info on the pro's n cons of the Droid vs the IPhone. I didn't feel like he was pressuring me on his product but instead gave me an honest opinion and more than excellent customer service. He focused on our needs, answered all of our questions and had us going in no time. I wish I remembered the two guys names...one was a black guy with dreads, the other may have been hispanic. Either way, when I get rid of the Storm 2, I'll be going back to see these guys for the Droid. I hope Verizon can see the value these two guys (especially the hispanic one) provide to Verizon customers. No question was a waste of his time. I really appreciated this as did my girlfriend. AWESOME! read more

Met my family for dinner at the fair oaks mall and we all decided we should upgrade our phones. The 10 of us waited for someone to acknowledge us in the empty phone section for 30 mins before we gave up. I'm not sure why this location would pass up a quick sale of 10 iPhone 6's but the next store loved us. read more

This is the worst service imaginable. They work to take your money. Every time I have returned equipment to them in their own boxes using their own mailing labels I have to then sit on hold for hours trying to correct the billing. They run you routinely through such a phone tree just to waste your time. They try to constantly get as much information from you to better have the advantage. Cox is at least a bit nicer to work with and responds faster and doesn't abuse your time as much as Verizon. read more

If you ever have an issue or problem go to the assistant store manager Alessia (I hope I spelled that right). She's SUPER nice, easy to talk to, and best of all- SUPER HELPFUL! The Verizon store in Dulles Town Center were rude and unhelpful. Alessia, spent two hours with us and left us walking out with a smile on our face and a brand new iPhone. THANK YOU!!! read more

Sucked TWICE!!!!! Returned cable boxes and the associated wanted me to take the box to the dumpster or take it with me while I shopped. He said the box was too much of a hassle for him Secondly, I went in to ask a simple question, and they put me on a 40 minute waiting list. read more

These people suck. Horrible horrible customer service. There are a dozen reps and they all stand around on their phones and then make it seem like you're wasting their time by coming in. Avoid. read more

If I could give this place a 0 star I would. DO NOT COME HERE. Absolute rude, unhelpful people. All the sales people there just want to make a buck off you. One of those "gentleman" whom I had the HUGE displeasure of dealing with told me to go somewhere else because I would NOT use Verizon edge. I believe it's my choice whether or not I want to use edge or upgrade at discounted price. Of course this guy didn't even say what his name was, but because I said no to the offer, he ignored all my other questions, told me to go somewhere else, and immediately went to talk to someone else. Overall, RUDE, unfriendly, place. Do not come here. read more

Great experience with both the FIOS and wireless team! I worked with "Joe" from FIOS and he was a superstar! Polite, professional, and went above and beyond to get me the best deal. Super satisfied and they will be getting my business again! read more

The absolute worst Verizon store that I've ever been to. They are lazy and incompetent in their field and I have no idea how they were hired. I even knew more than one of the employees (skinny, African American, thick glasses and looks like Earl, I believe his name was Oswald) he was pretty slow and doesn't talk with confidence. I will never be returning to this place. Verizon should close this place down or replace all their employees read more

Mediocre customer service. I had to return 8 set top boxes so I asked for a cart but was all they had was 3 shopping bags. My son and I lugged them all from the car, and what did we see but a flatbed cart that we could have used. Other than that it was hassle free. read more

Would give negative stars if possible. I was charged fees that the store clerk explicitly said he would not charge. Additionally, when I asked for a breakdown of the charges the store clerk could barely explain the breakdown and was bothered that I asked him for what I was being charged. I asked for a printed receipt, which the clerk did not give me hoping that I would not check to see if fees were on there. I waited for an emailed receipt to come through and checked and immediately and found that I was being charged fees which the store clerk explicitly told me he would not charge. When I confronted him, he said there was nothing that he could do about it because "that is how the system works" and there was nothing he could do to override it. In other words, he knew that I would be charged fees that he explicitly told me I would not be charged. He would not resolve the issue in store and instead gave me Verizon customer service number. This seems to be a company-wide practice to not help customers in-store. What's even the point of having Verizon locations if the store clerks will not and cannot help? read more

Got my iPhone 6 from here and it was such an easy, quick process. Morteza was great! After you buy a phone, you get to ring a bell in the front and everyone cheers. Best Verizon store in the dmv area read more

Great service- the team addressed our needs quickly and stayed well after closing time to make sure everything was taken care of. Thank you!

Review for the Verizon Wireless store next to the Cheesecake Factory imo, Verizon Wireless provides a slow, clunky and non-sensical online experience I gave them 15 minutes to accomplish activating my new-to-me replacement Droid Turbo. They finishedt the activation and some additional services in under 10 minutes. . read more

Cox jumped my bill by 52% in one year and wouldn't offer anything better. Switched to Verizon which has been a nightmare. Verizon screwed up landline phone transfer (we're in a dead cell area). First they couldn't get my phone to work. After days, it came on, but they'd changed the number. Unsatisfactory, have had that number for 40 years. To get the number back I had to go to Cox check out a modem, install the modem, inform Verizon so they could "port" my old number over. They told me I would not be charge for changing the number (which I didn't, they did, I just got mine back). Second bill has $54 increase for changing the phone number! Plus communication with Verizon to handle problems is totally unsatisfactory. During chat sessions, their account site will time out on you. Of course, to get back you need to wait and then start over. Also Hulu which is supposed to honor a 12 months free after sign up, isn't. Won't honor code and shows charges from day one. Of course, can't communicate with either Hulu or Verizon about that. Have been waiting for a call back from Verizon on Hulu for 6 days. Have been stuck with only Cox or Verizon for too long. Hope another alternative will arrive soon. Maybe 5G will provide it. read more

Solutions Manager is unaware of what it means to solve a problem. The only reason I did not award this location 1 star is because the floor manager worked out a fix with another store. Long story short: tech support directed me to this location to replace my 23 day old phone that over heated and shutdown. Solutions manager contented they could not give me a new phone. After much snarkyness from the Solutions mgr, the floor manager worked out a fix. read more

I wanted to contact Verizon/Fios customer service to make a complaint. The first thing I discovered is that there is no designated "customer service" option to select. Once I finally connected with a human being, he made several attempts to transfer me to customer service. Once connected, it became clear that I was going to be on indefinite hold, listening to Muzak. The purpose of my call was to complain about the fact that Fios representatives are showing up on people's doorsteps, throughout our neighborhood, during this pandemic. (They've been doing it for days, and multiple neighbors have complained on Nextdoor.) Two representatives finally pounded on our own door last night (yes, "pounded" very aggressively several times until I finally responded), at about 7:00 pm, standing unmasked just one foot away from the door. It was also about to rain, so apparently these people who were not asked to come to our home wanted me either to step outside to listen to their pitch, with rain coming and in close proximity to an unmasked sales person, or be invited inside the house. I don't think so. They looked irritated when I didn't open the door and told them, through a window, that we weren't interested. Not impressed, Verizon/Fios!! read more

I got the best service ever at this store in my entire life. Since my issues were pretty complicated, other stores just said "NO, we cannot help you!" However, when I stepped in this store, I felt warm welcoming atmospher. It was not easy to help me but the manager was so respectful/calm/patient to me and other customers and gave me a great favor. Then, a sales person, Arash, was so smart to find a way to make me happy/my phone upgraded. He was also very kind, polite and a wonderful problem solver. If there were more than 5 stars, I would like to recommend this store with 10 stars! Thank you!!! read more

I was very un-happy with my service from Brittany yesterday from the FO store. As she told me a pair of beats were $100 and that she could give me a $30 (one time fee for upgrading) credit making them $70. When she gave me my total I thought it was high and asked her to go through the purchases. When she told me what was on the list I realized she also added in a $40 screen protector which I didn't agree to nor did she talk to me about. When I got my receipt (which I had to ask for, as I thought the transaction still seemed high) I did have the $30 credit but she charged me $149 for the beats. That is $79 more than I was willing to pay. I do not understand why you don't have prices listed on your items. Then there would be no "misunderstandings" of verbal commitments. I was wondering why she didn't give me a receipt for my transaction before I left and that was why. Kindly, the manager let me do a full refund without a restocking fee. Are Verizon employees spiffed or bonused to sell these head sets and other add on's? I am in sales and I do not appreciate the dishonesty that Brittany showed me yesterday. Then she said it was only a $20 difference "her bad" which was also not the case. She apparently cannot do basic math. Her poor communication skills were appalling. read more

The worst service ever. There are currently no less than 11 employees standing around conversating with each other while my fiancé and i have been waiting for over 30 min. Every time I enter this store it's the same situation. Over staffed and under serviced. Very rude customer service this singular store gives Verizon a bad name. read more

Was helped by Hasheem (sp?) and was very satisfied. I needed a router exchanged and he took care of it promptly. He was professional and amicable. Thanks! read more

I've been here twice and both times encounter rude service from the fios department. First time an employee ran into my girlfriend with a box and didn't even say anything. The second time they were rude again and messed up my return. I will purposely avoid this location. read more

Andre from fair oaks is very dilligent and thorough even when the company he works for is shuffling me around he still searches for the answer to my problems i just wish this company employed more like him for their 3rd party verification department or "very rude department " as i call it read more

This review is not about the store in the Fair Oaks Mall, rather it concerns Verizon FIOS TV service (I am new to this so finding the correct category was challenging). I am interested in military history and am happy that there is an offering on the Verizon FIOS channel line up in my area however, I am not happy about the quality of the channel. It seems that no matter the time of day that I watch this channel, channel 126 in their lineup, I cannot watch a complete program without it becoming unwatchable at various points during the program. This includes the commercials as well. Contacting Verizon Tech Support left me astounded when I heard their response to my complaint. Verizon's take on the issue is, '...this is how we get it from our vendor and there is nothing we can do about it...' Whaaaaaaaatttttttttt? It seems that their technicians did at least take the time to watch the channel for a while and they did see the issue I reported. At that point it seems that they took the position of It Aint Caused By Us So We Cannot Fix It. And......it seems that I am the only one who has registered a complaint on it. Wow, am I the only one that thinks we should be able to watch all the channels all the time without having to suffer through bad product? I really can't fault the CSR I spoke with, Erin, since this is a little beyond her scope but, I would expect that Verizon would have better standards when it comes to paying for product. The Military History (TV Channel) is not free, if it were there isn't much I can expect Verizon to do about it. You get what you pay for after all. Since Verizon is paying for it I would expect they would exhibit a little righteous indignation when one of their vendors is providing shoddy product. So, if anyone else is having the same issue I am with the Military History (TV Channel), speak up and let your voice be heard! Repost this on your Facebook, tweet it, instagram it or use your favorite social media outlet. If I scream into the night and no one joins in, I might as well go back to bed. Thanks, Ron M read more

Excellent, knowledgeable and fast service. Sales staff very patient and courteous to an elderly customer who has limited knowledge of all the products available. read more

I am writing this review because when someone (including myself) is dissatisfied, they complain and write negative reviews. However, when they are satisfied they don't. So when you are doing research, you see an overwhelming number of negative reviews. Basically per my research online, there isn't any GOOD company providing internet and TV. So, how do you choose? Hope this review will help. I will preface my review by saying that it was my experience and may not be general. I gave them 3 stars. If all goes well after about 3 or 4 months I may increase that to 4 stars. I never give 5 stars. Verizon FIOS Renewal Notes 2015-0611: I had received 2 or 3 notices from Verizon that my FIOS contract was ending. So I printed out our Verizon FIOS bill to get a rough price for renewal. I did a little research into DISH and DirecTV. Per the web, there are a lot of problems with them. Also, there is the problem of outage during snow and rain. It was an option, however, if FIOS and/or COX didn't work out. It also gave me another price point. I went to the COX center in Centerville. A very nice young man answered all of my questions and gave me a price. It was about the same as what I ended up with at Verizon. My FIOS multi-room setup had a DVR with only 2 tuners (which meant that I could only record 2 programs at a time) and 500GB of storage. We never had a problem with storage, but many times had to work around the 2 tuner limit. COX had a 6 tuner DVR with 2TB storage. The main cons of COX are a monthly data limit (350GB for the Bronze Package - note: FIOS doesn't have this limit). It also did not have a skip forward/backward function on recorded programs. I also had to buy my own modem and router(?) and battery backup for the phone. I added this into the price that the COX representative gave to me. REMEMBER, IT IS NOT LYING THAT GETS YOU, IT IS THE WITHHOLDING OF FACTS THAT YOU MAY NEED TO MAKE A GOOD DECISION. This is true of all interactions with companies. They are there to make as much profit as they can - not to minimize your cost!!! You have to be careful. I then went to Verizon at Fair Oaks Mall. I got a person right away (it was a weekday morning). He was very knowledgeable, nice and didn't pressure me or try to up-sell me. He looked up our bill and then worked the numbers. Pricing is very complicated due to fees and taxes, but it worked out to $7 less per month than what I am paying now (before the fees and taxes). Things were also made more difficult by having the wireless bill included in the total with FIOS. However, I was able to find an "apples to apples" price for comparison with Dish and COX I ended up with the same triple play bundle that we had, but with a 6 tuner DVR and 1TB of storage. We have unlimited internet data and retain the skip forward/backward that we had grown to love with the 2 tuner DVR. (We jump past commercials rather than fast forward.) So I am very pleased with my renewal experience. I got more tuners and storage for a little less than the same price as before. The above was on Thursday morning. Today (Saturday), I received the new 6 tuner DVR for the basement with a client box for our TV in the kitchen. It was an extremely easy install and seems to work well. Hope this helps others who are trying to wade through all of the companies and options read more