Unfortunately, we do not have a lot of choice when needing help with our cell phones. I needed to exchange a phone case - wanted a different color. Even exchange. I was not able to approach the counter. I was "greeted" by a young woman who took my name and told me the wait was 35 to 40 minutes. I felt like I was at a restaurant. I tried explaining that I only wanted to exchange a case. It didn't matter to her - she seemed to care less. I eventually was helped and the young man that helped me was good. But don't go here if you are in a hurry! read more

What can you say, an unnecessary evil! Lol But, I have to say, after two visits to get my refund they finally got it taken care of. Chantel was very patient and got the job done. Nice to get a rep who knows what they are doing! read more

Extremely unpleasant. Long waits and staff dedicated to upselling.

LONG waits despite having a business account.

I hate to give two stars, I went in with positive thoughts hoping everything was going to be great and my experience would be different than all the other reviews. I went early, like 5 minutes after it opened early but so did everyone else. When I got there I was greeted and I told them my reason for being there pretty clearly and he informed me there were 7 people ahead of me and it would be 45 minutes. Thats fine, so I gave him my name and waited. 40 minutes later the associate found me and I was next in line finally! He asked me for my phone number and the reason I was there again, I told him exactly what I did when I arrived. He apologized many many times and told me there was nothing that they can do and gave me the pamphlet for the insurance I needed to call. This was something that he should have known and told me when I first walked in and he knew that thats why he apologized so many times. I think the screening at the front could eliminate some of this confusion and cut down on wait time if they spend a little more time paying attention while checking someone in. My 40 minute wait could have easily been prevented. read more

Worse customer service ever. Jason doesn't know the product and everyone in there acts like they'd rather be anywhere else than talking to customers. read more

Update: while the wait was unnecessary since a little better organization would have allowed smoother facilitation, the rep that helped me (Tom?) was very helpful. I am happy with his level of knowledge and assistance...therefore I am revising my score. Once you get to a rep it drastically improves. read more

Came in to pick up my new phone, turns out that I picked the wrong size. Literally realized outside of the store I said I'll just change it since we just opened the plastic around the box. Came in again and they told us to wait. We did. This guy approached us and I explained him the situation. He straight up said I can only do it but it'll cost you 50 bucks. I wasn't sure if it was a joke. (It wasn't) we agreed to that. (Emotion took over) took more than 30 to tell us that he couldn't do it. Snappy and arrogant. I have worked for customer service and on Black Friday so I can tell you, there's tones and manners you use with customers. I wasn't there to get a free phone. I'm paying for it. Verizon is amazing as a company but I do think that they need to make sure their employees know how to handle stress on a day like today and don't loose your skills for CS. I'm honestly very disappointed. He still said he couldn't do anything or whatever. I grabbed my bag and walked away. Rude and very snappy service from Justin tonight. read more

Horrible, Horrible experience. Never again, will I visit this store. Love the Verizon network, but if this is how you treat a customer of 25 years I no longer want to pay your salary. The sales guy and that was actually what he was a salesman, was not interested in me or the reputation of his company. Verizon, take note...... read more

Went in to resolve an issue with a tablet and the manager tried to add additional insurance to our account without permission. Fast talker and would not let me finish a question without trying to steer me into spending more money! I walked out and gave them a bad review when they sent me a question on my phone and believe it or not the same guy that waited on us called me and started harassing me on the phone again! I'm through with those people! read more

Terrible customer service, staff is not knowledge or helpful and blame the customer for issues regarding Verizon services, I'm very happy I finally ended all of my services through Verizon read more

I try to treat everyone the way I want to be treated, so I will give this store a" Solid 2 Star Rating". I am on a VERIZON, Family cellphone plan. My Brother in Law is the account holder. I live in Frederick,Md, and he is way down in Wheaton ,Maryland. I recently had a Terrible experience last time I went there, so I tried a "Tract phone", I bought at Walmart, and I got NO Reception. So back I went, for round 2, at this store on Patrick street. I walked in, and Colin met me, and was very nice to me! He did tell me that the account holder is, the "ONLY PERSON", who can enter the Device ID, and the Sim ID . He told me that ALOT of people are fraudulently getting on family plans, so the activation policy for family plans, was changed. I understand this. He did put the sim card in my New Andriod phone, and he gave me the 800 number to call, the Device ID number, and the Sim ID number, TO GIVE TO THE ACCOUNT HOLDER. Why a 2 stars rating? I ask him to call this number, and help me, so WE could" CONTACT THE ACCOUNT HOLDER," and I could "maybe" activate my new phone "TODAY". Colin then said " If I help you activate your phone, it could take TIME, away from OTHER CUSTOMERS, who may come in after you, and they may need help, I do not have enough time for that". He made it clear to me that "new customers" are" MORE "important, then me! So I left with my New phone still, NOT activated, and I must still get with the account holder, give him the codes, have him call the 800 number, Then confirm he did this, Turn on the phone, and boom, there is my new phone " QUICKLY AND EASILY" activated !! . I am " SOOOO " glad it only takes a SECOND, to accept Jesus, and not a Process, or a specific series of procedures, you must follow, or we would have NO HOPE! I believe I should get Complete" 5 star service" not "2 star finish it yourself" service. I believe this is a totally honest Yelp Review. Richard Lacy 3/1/20 read more

I've walked in this store twice and after 5 minutes of no one even helping me and a throng...nay, a HORDE of customers crowding this store, I simply walked out. One time I was caught by a customer sales person who said, "Oh no, don't leave! We'll get to you but it might be about 30 minutes." No thanks. I'll call customer service or drive to another city. read more

I recommend calling customer service when dealing with Verizon. The employees in this store are not nice and there is always a very long wait. Not to mention Verizon is commission based so if you're trying to leave with an iPhone be prepared they are going to try to force you into an Android. read more

Really long wait. And very rude. Do not go here if you want to buy an iPhone. They will be mean to you and basically run you out of the store. read more

only go to NICK!!!! he is amazing! goes above and beyond for his customers and he actually knows what hes doing unlike all the other employees there. read more

I was there today to work out an issue regarding my cell phone. When I arrived, I was told there were 3 people ahead of me. I had a short wait and Brandee came out and waited on me. She knew what she was doing and I left there satisfied. My total time there was 30 minutes. read more

APOLOGETICALLY DECEPTIVE and UNTRUSTWORTHY! A rating of ONE is too high! The store manager who was just hanging out by the front door (not actually helping customers) told me repeatedly on July 12th, "NO, YOU CAN"T GO BY THAT (WRITTEN VERIZON INFORMATION), YOU HAVE TO READ ALL THE FINE PRINT, THERE'S FINE PRINT!" "GO AND READ ALL THE FINE PRINT" . In other words Verizon believes it is fine to lie and make false claims as long as they have fine print elsewhere that could be interpreted to contradict the written promises. We ALL deserve better that that. If you think you get something extra by paying Verizon's over-inflated prices you are sadly mistaken. (p.s. there is a Sprint store directly across from this store with lower prices, helpful service reps, that doesnt need to provide warnings to disregard what the company publicizes in printed word) read more

I recently upgraded my phone and lost the unlimited data plan. I hear verizon employees receive extra compensation to move people off these plans. Beware when upgrading. Employees will say anything to keep you moving out the store and add to their paycheck. This practice is certainly deceptive. Check out other phone carriers before you visit Verizon. read more

This place is always busy with very long wait times. Occasionally would be understandable but they are always understaffed. Very frustrating. read more

Terrible service, I ordered a mini Ipad with my phone right after Christmas. The guy who ordered it for me made a mistake and sent me an extra mini Ipad and charged me for it. When I went to return the Ipad they said it was too late and I was going to have to pay all the fees for it anyways. Ridiculous, I am in the military and was stuck in the field so I had no way of returning something that they initially made the mistake on. read more

The only reason they deserve one star is because the manager, Peter, was very polite. My experience was terrible otherwise. After waiting a very long time, I was helped by another "manager" who was very manipulative and misleading. He told me I was eligible for a free fit bit and will also get a $150 credit towards a phone case. I told him I only wanted the phone but yet he continued to push. Ridiculous. They then passed me off to a man named Colin who said the opposite of what the previous person said to me. Ended up not being able to get the Fitbit because they had bad communication and did not know what was going on. Be AWARE!!! The phones here are REFURBISHED, even though will tell you otherwise. They set up my first phone and it was glitching and rebooting every time I pressed a button. I then asked him if the phone was refurbished and he said yes, but quickly changed his answer because I don't think they are allowed to tell costumers that. They also promised me a written note for trading in my phone (to assure I wouldn't get a damage charge) and then took back their word and said "that's not how we do business here." Yeah right, all they do is try to pull a fast one of you and get you dug into a deeper hole. After getting upset about all the manipulation and lies, this employee was incredibly rude to me and made me feel like I was not a valuable customer because I am young. If I could've, I would've walked out of the store at that point but could not as my phone was being processed. Worse customer service. There is no need to be manipulative when selling phones and luring the customers into false deals. They would've charged me$150 extra had I not caught their "mistake" -yeah some mistake that was... read more

My family went in yesterday to upgrade 5 phones to smart phones. Took about 5 minutes after being greeted at the door and explained our mission. Joyce & Daniel took very good care of us and explained the differences between the 3 phones that we had it narrowed down to. After making our selections they brought out the new phones, had them activated and transferred our contact lists for us. We were in and out in about 40 minutes- pretty great for 5 phones I'd say! Then to top it off, Mike the manager, asked us about our transaction and threw in some screen protectors and a charger. It just doesn't get any better. We came here 2 years ago when the old store was across the street. We got great service then and great service now. They have even more employees to help. We drive about 45 minutes to get there because our local store lacks the professionalism of this Verizon Store. We'll be back in 2 years for next upgrade. Thanks Frederick Verizon! read more