Perpetually understaffed. I have never had a wait time LESS than 25 minutes. Really? REALLY? That is a completely unacceptable level of customer service. They don't seem to ever be able to staff accordingly. The staff is very friendly, but maybe a little clueless? It doesn't seem to occur to them how preposterous those wait times are. I drive all the way over there, only to find out I need to kill half an hour waiting around. I simply don't have spare time like that, so I end up leaving, putting off getting the help I need, and becoming more unsatisfied with Verizon overall. ...and it appears I am not alone! read more

If I could give ZERO stars, I would. This store is a joke and Verizon needs to revamp it. Don't get me wrong, I like verizon and have been with them a long time. Do NOT go to this store! Wait time is ridiculous, even if you make an appointment. It's also a bad sign when you talk to corporate over the phone and their response to "I had a horrible experience with your Flagstaff store" is "I have heard about that store in Flagstaff and the bad service. Unfortunately there is always that one store"! I worked with corporate over the phone and talked to a manager to work out the best plan for my fiancé since he had been grandfathered in with unlimited data. We were looking to upgrade due to a broken screen and so we needed to alter our plan. This plan no longer existed and was replaceable with a plan for the same price we were paying but with 6GB instead of unlimited. We knew we wanted the unlimited talk/text with 2 GB for $60 a month and had the plan explained clearly by the corporate manager over the phone. (We live in a remote area and hardly use 1 GB a month most of the time.) My fiancé then went in to this store in Flagstaff and the salesman was frustrating and kept denying that the $60 plan existed. The salesman twisted information about past usage and was uncooperative. We already had the facts about our history use but due to the ridiculous behavior of the salesman and the waste of time from the day, my fiancé signed due to the need for a new phone to replace the broken one and to get out of this awful place. My fiancé notified me of his trip to this horrible Verizon store and his frustrations concerning the incompetent salesman. I made a direct call to corporate and they immediately put the correct plan into our account and were made aware of the horrible experience at this store. (Not to mention all the horrible reviews and ratings between yelp and google reviews). It made for a long day but in the end, working with corporate over the phone was so much better! read more

I have been using the Verizon on Milton for over a year to make payments on my phone. Each time I came in they asked for my parents passwords or security question answers, etc.(Its my parents account so I have no idea) There was always something that was questioned about the account and took way longer than needed even though I am on the plan. This morning Vince looked up my account, took my cash, printed receipt and I was on my way in 5 minutes. Thank you Vince! read more

Bought a new iPad 64 G, bought a new Samsung phone, spent over $600 in accessories and phone. Waited for my tablet, which as delivered to an address we corrected in their system (they don't link to your current Verizon information because they're all franchises. Phone was signed for at an old address. The brand new Zagg keyboard I purchased from this store has never worked; can't charge it. The new wireless earbuds for $100 don't recognize my other iPhone devices, hence they only work on my iPhone. All the new technology is worthless and bummed. Let's see what happens 1 month later when I attempt to return the merchandise. This new technology appears to be so sophisticated. Make sure you ask the salesperson how to use the accessories and troubleshoot. read more

Service not the same from a few years ago. Technology advancement too complicated for Verizon employees therefore they aren't trained to help resolve issues with service, products and solutions due to liability claims. They are quick to sell you products but will not provide complete and satisfactory in store service. read more

I had the worst customer service experience of my life this evening at a Verizon store in Flagstaff on RT 66. My phone fell out of my pocket today as I was rising from sitting on the floor. It fell about 3 feet and the screen shattered. I didn't panic though, because I thought that my wise decision to purchase insurance on my phone was going to pay off. I asked an Verizon web assistant if I should go into the store to get help and she said I could do that or deal with customer service over the phone. So, I made an appointment for 5:30 to get help at the store where I purchased my service, was sold on insurance and got my phone. When I arrived I had to wait in line like everyone else. My appointment did not help me get prompt service. Steven, the manager, was checking people in. There were numerous employees milling about and talking to each other that did not seemed to be helping anyone, Steven being one of them. After about 15 minutes, I approached Steven again and before I could say a word, he copped an attitude with me. He asked with impatience, "What, EXACTLY, do you need today?" I told him about my phone and that I had insurance and would like to get a replacement. He first said that they couldn't help me. They weren't the insurance company. I told him about my online chat with the Verizon assistant. Then he said he guessed he could dial the phone number for me to get help if I really wanted and rolled his eyes. Then he said that he could also take my $170 deductible that was required before my phone could be replaced, but really, the insurance thing wasn't his job. I was shocked, not only by how rude this little man was, but because of this new and absurd information.. When I agreed to purchase insurance, I was not told about a deductible. The woman who sold my husband and I our plan, service and extras told us that the monthly fee was all that was required to protect us from out of pocket costs should anything at all happen to our phones. That was WHY we bought it. We never would have if we had been told about a deductible. I told Steven this. His reply was that its all in the contract. I asked him why I hadn't been told about the $170 fee. He said it was too much to go over and that was why they had contracts. I said I wanted a refund for the insurance money that we paid over the last year and he said he couldn't do that. I said I wanted the name of the employee that lied to us. He said no, that wasn't his job. I said I wanted him to find out and deal with that employee and he said again that wasn't his job and it wasn't hers to tell us about the fee because it was all in the contract. I asked to speak to the manager and he said he was it. He kept saying things like, "of course there is a deductible! Its like car insurance. That phone is worth $700! Thats a deal to only have to pay $170." During all of this he was very rude and condescending in tone and attitude. He showed no sign at all of being interested in actually helping me or resolving anything. His only goal seemed to imply I was an idiot and get rid of me. He also either had no idea what he was talking about or he was lying to me. The Verizon website states that its actually a $100 deductible for my phone to be replaced using insurance. As for the cost of my phone, it is so outdated that it isn't even given away anymore. It has never worked properly, it was a serious downgrade from my first generation Droid that it replaced and it is certainly not worth $700. It is the iPhone 4 8G and it sells new for $99. I have been pissed for the last year that the sales girl got me into a contract with that phone to begin with, but now I find out that I was lied to about the insurance and then treated this way in the store. It is appalling. This guy, Steven Mcmanama, has no business working in customer service of any kind let alone being a store manager. He may be a shark of a sale's person but his lack of customer service skills is going to cost the company money in the long run as customers get burned, tell all their friends and twitter followers about their horrible experiences with Verizon sales tactics and customer service and then find more ethical companies to work with. Its true, I suppose, I shall have to start reading the fine print of any and all contracts I sign. I should have done that in the first place. Steven did not need to rub this in, however and the fact that contracts are used does not give employees the mandate to lie or omit pertinent facts from customers for the sake of a sale. This is simply very bad business. Its also very bad for business to have people like Steven Mcmanama running the show. read more

Hands down one of the best customer experiences I've ever had. The staff was very helpful and we able to go above and beyond for us. I am very happy to have switched over to Verizon. Travis (general manager) was awesome and had Taylor Stevens help us. She was sweet! Cassidy Castleman (manager) was extremely helpful as well and was there with Cassidy helping out with our issue as well. And Alexander Mendoza was great. It was only his first day and he already knew so much! All of them were extremely helpful and my mother & I left very happy! Thank you again! read more

The WORST service. The RUDEST employees, especially the manager Elizabeth. Find another Verizon store or better yet, switch to another provider. read more

Thanks to Josh for adding additional storage to my Samsung Galaxy 4S. I was out of space and was not getting my emails, not a good thing. Josh fixed me up in 5 minutes and just a $20 charge to my Verizon account. Easy peasy. The Verizon store in Sedona (VOC) and 5 minutes from my house would only offer me a phone upgrade $$$ to get more space. Sedona, 1 star, Flagstaff, 5 Stars!!! read more

This is the only local corporate store! They are a very helpful and well trained staff. Always friendly and hardly ever any wait time. They have business support now too! Great experience from start to finish. read more

Just want to let it be known that my experience at this particular Verizon store was top notch. Sean Fantetti was the employee I dealt with and he was very helpful. Every question I had for this guy was answered respectfully and professionaly. The whole team at this store are all pleasant to interact with and extremely attentive to their customers. I don't care how long the wait is, in my opinion the service is well worth it. read more

Consistently the BEST. Team effort today to help me return a phone I recently bought for one that suited me better. No questions asked; seamless and friendly service from everyone. Just wanted to say a public 'Thanks', as I appreciate this store a lot. Thanks! read more

I had a horrible experience at this Verizon location. Instead of helping me with my issue the staff member directed me to use the number for Verizon customer service... why have a store location if I have to call for help? read more

Super unhelpful, when I asked the sales associate a question she didn't know the answer to she said 'I suggest you go online'. Obviously, if I had wanted to go online I would have. I wanted to talk to a person. I ended up just leaving because she didn't seem to want to help. Oh well, I guess AT&T works just as well (and always had good service here in Flag-we're switching plans and I thought that Verizon would be a better choice since I had heard good things. I guess not?) read more

I have have the most wonderful service and experience in working with Bridgett Schamer. I have been a Verizon customer for approximately two decades and recently had mutliple issues with my account/services. She resolved every issue with exceptional professionalism. She is the reason I have faith in Verizon. Thanks Bridgett for your awesome service. read more

Great help from this staff. Had no way to take more pictures at my son's wedding. Helpful sales staff helped me upgrade my phone and get a brand new iPad mini with a sales promotion. Never had an iPad before. Love, love, love it!!! Took great pictures at Yosemite and the wedding. You need an iPad if you are considering it. Great investment. It is my new camera along with the iphone 6s plus. Live them both!!! I was blessed to stop at this store. read more

I had the pleasure of stopping by Verizon this evening. Heather Brown a Solutions Specialist assisted me. Heather was amazing. Her customer service was top notch. Thanks Heather for assisting with my phone. I can now receive my text. Verizon has been our provider for years. We are very pleased! If I ever needed assistance I will be sure to stop by and see Heather!! read more

What a joke this place is. The sales people twisted information about my account and plan needs. Read "dishonest." The whole "wait" situation is impersonal. No one really cares about the sales person with a tablet thing. As a long term customer of this company I expect to be treated with respect including my time and given a good value at a fair an honest price. This Verizon store lacks all of these basic business values and treats customers poorly. Long story short, I had to work with a corporate representative over the phone in order to get my situation resolved. I believe that Verizon management should seriously consider intervening into the management and operations of this store. Unless you want to waste time and get jerked around, I recommend statying away from this specific store. Very poor customer service. read more

I went to the store on Milton, bad experience, so I came here. This place is wonderful! So helpful, quick, and a better deal than the Milton store could do. I will always come back! :) read more

Bridgette Schamer saved me once again with going above and beyond helping me!!!! I live in Winslow, AZ. and take my business to the Flagstaff store after receiving such wonderful service from Bridgette! I have never had a bad experience at the Flagstaff Verizon store. Bridgette always answers and/or returns my calls and takes the time to answer all of my questions. Bridgette is truly a great asset and has a personality that is "out of this world"...Bridgette Girlfriend "YOU ROCK!!!!" Thank you for all you do! Tracey read more

The customer service people here are not very good at explaining Verizon's confusing policies, some are even rude about it. Even the few friendly people there fail to inform the customer of unnecessary things on their bill. Over a year ago, I finally upgraded to a smartphone and instead of informing me that I could cancel things on my bill like Navigation that were on my non-smartphone plan, they continued to let me pay for a service that I could not use on my new phone. I have never encountered anyone here who cares about saving the customer money. Their business relies on making the customer feel stupid. read more

I came into Verizon today with a unique situation regarding my billing set up for my account. I recently got the iPhone 7 online with a payment plan set up for $30 a month, somehow I was charged the full retail price of $700 this month. Normally within the 14 days of getting the phone this is something that could be easily fixed but since I have had the phone for well past that we had some obstacles to jump. Jordan was awesome at helping me and explaining my situation over and over again to whoever was helping and even explaining we have been with them for 16 years and she's sure they will be able to help me. After an hour and a half in the store, Jordan and her awesome manager were able to help me get my payment plan back. My experience today was yes stressful and long but the staff was beyond enjoyable and Jordan really came through for me today. read more

I called earlier today and spoke with Brittany about a promotion on a Moto z play and was assured the promotion was available for an upgrade. After I drove to the store in the snow and waited to speak to her she told me it was only available on new lines and would not honor the price per month that she quoted over the phone. read more

I first went to the Milton location to have them put on a new screen protector for me...but after being told there would be a $10 charge and that I shouldn't be using a plastic screen protector, the kid finally told me he couldn't put the plastic one on and that I should go to the Route 66 location. (I prefer the plastic over glass for various reasons.) So I drove to Route 66 and spoke to Steven, who had a great attitude and was very professional. He put the screen protector on for me without any problems and at no charge. I highly recommend going to Route 66 over any of the other locations as this is the only corporate-owned store, while the others are third-party retailers with very poor customer service. read more

My husband and I went into the Verizon store today to set up our new account since we were recently married. He was transferring from AT&T and I was on an existing share plan with my mother. I was literally amazing at how helpful Matt was. Going into cell phone stores usually results in headache and a sales gimmicks. With Matt, he really tried to get us the best set up for our family. I would advise you to do your homework on phones and plans before you go in. Otherwise you will feel like they are talking a foreign language. And you'll waste more of your and the store employees time. Its just like anything else, the more research you do on your own time, the less time you'll have to spend talking with the associates. I've been with Verizon on my family plan for over 5 years and i've always been satisfied with the service, technology-wise and customer-wise. We work 4-10 hour days ( with 2 1/2 hour commute everyday) and it was nice to go in on our off day and not feel like we wasted a whole day. If you go on the weekend, waiting is probably inevitable. Same thing for every other store/restaurant in town. Just wanted to give a shout out to Matt! The other employees working all seemed like they were being helpful and friendly to other customers as well. Glad this is our neighborhood verizon store.Sounds like a lot of these people just need to suck it up. If everyone worked even half as hard as these employees, the nation would be in a lot better shape. read more

verizon is awful....!!! i think what they are doing is illegal. i tried to switch to another carrier on a new phone that was on the verizon network. the phone automaticall directed me to an 800 number to get a code to switch my phone. but when i called it verizon would not connect me to anyone unless i already had a verizon number...!!!! it's a total scam...!!! 80 dollars i paid them for a phone that i can't use...! boycott or at least be vary wary if you use verizon. i am reporting them to the fcc. read more

Absolutely love this store. Always polite quick and knowledgeable. You have to pick the times that you go in and make sure it's not 5 PM on a Friday night, then yes you will have a wait, like you would have at any other store. I always prefer dealing person-to-person and I have dealt with Bridget Schamer for nearly 7 years and she always provides exemplary service and can resolve just about any issue you could possibly have. I am always hesitant about changing plans but they have never failed to find me the best deal every time. I highly recommend the store and Bridget. read more

I'm done with Verizon, after many years with them, after my recent visit to the Flagstaff Rt 66/Switzer Canyon store. After calling Verizon Customer Service, and them directing me to this Corporate store, and that notes would be on my account to assist with my needs, as soon as I walked in the door the receptionist stated "just because there're notes on the account doesn't mean we have to abide by them". Then an associate that met with us, who was arrogant and disrespectful, refused to respond to what the notes on the account said, indicating that this was what his supervisor directed him to do. We went around and around till, exasperated, I walked out. I followed up with Verizon Customer Service who indicated that our interaction with the store was unacceptable and they (Customer Service) took care of our issue. However, I never heard from anyone from Verizon after this incident. I have since switched over to Consumer Cellular and am very happy with their service besides which they are considerably cheaper for a better level of service. Verizon told us that Consumer Cellular network coverage was poor in our area, which was a lie. It has turned out to be better and much more dependable. And much cheaper. read more

Honestly. I walked in with the intention of switch from Tmobile to Verizon and with the experience I had I will never even think about switching again. The girl Morgan was awful. When I went into the store to talk to someone this girl was extremely rude and inconsiderate, and only seemed to have time for her friend that happened to be in there. Is there any way that I can log a complaint about a certain employee?? She didn't help me at all and honestly has completely made me never want to try switching again. Seriously if someone can tell me how to make an actual complaint to verizon I would seriously appreciate it. read more

Bridgette was extremely helpful, she was very knowledgeable about the brands of phones. I have been an iPhone user for years but I still look into what features other phones may have over the iPhone. When i had to reset my phone upon trade-in Bridgette was also very comfortable with how to operate the iOS even though she is a Samsung user. Bridgette was also very aware at the deals and sales the store was having, and was able to apply the best ones for my purchase. I made an appointment so I was able to walk right in, Bridgette checked me in and was helping me a few minutes later. I chose to stick with what I know in the iPhone, but overall it was a very pleasant experience and I was in and out within an hour. Would definitely recommend Bridgette to anybody needing help. read more

Worse than going to the MVD to renew a license. NO exaggerating. This store has been in this location for several years now. It is NOT just that they do not have their act together. It is worse than that--someone--Verizon corporate, the owner of this store, manager, whomever...clearly UNDERSTAFFS this location resulting in GROSSLY long wait times. Not just at 6 p.m. on weekends. Always. I've stopped by there about 5 times in the past couple of years. ONE TIME I was able to get help within 10 minutes. Every other time, like this evening, here is how they run their business. You walk in the door and they enter your name into a tablet and you are told an approximate wait time. I was person #6 in line but not told how long my wait would be (and I didn't think, sadly, to ask). After about 10 minutes 2 other customers came in at the same time...and I heard one of them ask the wait time...and they were told 60 minutes. I THEN asked the guy my wait time and was told: 45 minutes. I left. Oh,and by the way--the woman asked when she could come and not have a significant wait...the answer was, "Get here as close as possible to when the store opens." What kind of business model is that? Hire some more staff, store supervisor/owner. My overly long complaint here is: This problem is ubiquitous with this particular Verizon store. The woman who was told 60 minutes (was there to buy a new phone): SHE left. The particularly frustrating part of this is that clearly this is part of some market strategy---because there is NO competition of other verizon stores in Flagstaff. Some someone is cashing in with their monopoly people at the expense of valuable wasted minutes of our life! I know I sound irate (well, I'm a tiny bit irate). PLEASE NOTE: The staff who works there? My experience has been **positive--they are pleasant and knowledgeable. This is just a staffing issue and management with no idea that customer service starts with...serving a customer without these kinds of crazy waits!. STAND UP and vote with your reviews, Yelpers! Use the power of the internet and let's get up enough of a critical mass to make the individual(s) who chronically understaff the store pay get their act together. read more

My husband and I went to the Verizon Store on Rte 66 on 12/18/17. A young man who didn't even have a name tag on waited on us. My husband made comment about his not having any identification. At the same time, I walked over to a young woman and asked if they had protector screens for my phone. She asked what type it was. After explaining the type, she said no, we don't carry that type any longer. I returned where the young fellow asked if we wanted new screens. I said, I was just told that you don't have them. He said, sure we do. He proceeded to remove both screens only to find THEY DIDN'T HAVE that screen protector. Our screens were ruined but he took them out of the trash and put them back on saying: Well that was a lesson learned. I called later very upset about the screen damage and was told that Amazon had the screens for $12/piece. The store said they would put them on for free once received. This meant we would be out of shipping for them and it would take a while to get them. They credited our account $25. Faith, the asst manager didn't take the shipping into account nor did she care. We went to Best Buy and bought them for $14.99/piece and then a $7.99 installation feed. I called the district manager, Elizabeth to talk about the additional $20 we incurred but she didn't care. She basically said, We did our due diligence. You could bring the phone in for installation of protective covering here for free. She never addressed the shipping at all. She said, there are other that are less price on amazon. Why should I care? I am sure we paid more for the protective cover when we bought the phones. This is a store offering incompetence and uncaring attitudes towards customers. DON'T SHOP THERE. read more

absolutely worst verizon store i have been to the employees and manager are totally rude. if you going here you better have time because it is going to take over an hour. this store makes verizon look terrible. read more