Maybe I got lucky with my representative but the service was great. I bought a new phone and had been having problems with it (lack of battery life and getting hot while using it). She was courteous, listened to me, and provided me with a brand new phone and this one works so much better. I had previously gone to the location twice in Pentagon City Mall and the service was poor over there so coming here and getting good service was a breath of fresh air. read more

My wife added a $5 text plan in Nov 2011. Fast forward to Jan 2012, we noticed that a large texting charge. We later found out that the Verizon customer rep in fact did not add the text plan back in Nov (even though we received verbal confirmation). We contacted corporate and the store and they were only willing to give us a credit for the overages but not the $5 texting plan. Apparently, they only offer a $10 text plan now. So because of their mistake, we now have to pay an additional $5 more for texting. read more

went to this location to get a new line for my blackberry that was not working at all and Steve was the best person for the job. He spent over two hours with me helping me from calling the manufacturer to activating the line. Steve is the man. read more

Friendly staff at this location. They had my new phone up and running in matter of minutes. They also transferred my stuff from old phone to new phone. They were very quick and professional at doing this. I like their own parking in front of their building. read more

Me and my family went to this branch to get a new phone and this gentleman Steve who works there was really great and was able to help us out the good deals that we were looking for..He spent a lot time for us for my family.we were so amaze with his Customer service.I would highly recommend Steve if you guys decide I stop by at Gaithersburg Verizon..52nd way to go steve read more

-5 * Is it possible to give negative stars? FAIL, FAIL, FAIL! Went into the VZW store in Gaithersburg today. Had to wait over an hour and there were no more than 4 customers in the store when I arrived. The sense of urgency among the staff of the Gaitherburg store, from the manager on down, is utterly non-existent. I have been a customer of VZW for over 10 years, and have been to many other stores (like the one in Downtown San Francisco) that are light years ahead of this sorry lot in customer service. The manager of the Gaithersburg store sat in the back until I complained about the wait to the young Asian girl (the only store employee who was even the least bit helpful). She was helping add people to the waiting list. He came out for about two minutes to let me know I was "next" on the list (something I already knew). He then retired to the safe confines of his back room hideout. I kid you not, from the time he told me I was "next" on the list to the time I was actually served was 30 more minutes. This was after waiting more than an hour! I'm sorry, no sale takes longer than an hour. You could have sold a house in less time.They must not be on commission. I could have ordered a 7 course meal for 20 people with dessert and cocktails at Morton's and been long gone before I was helped at this pathetic excuse for a retailer. To top it off, they didn't have the Wireless hot spot I wanted (their most popular seller) in stock. There's two hours of my life I will never get back. Of course I was better off than the elderly disabled guy before me who also waited an hour just to buy a stinking power cable. Really! Have they ever heard of triage? or prioritization? Foreign concepts indeed. And what a poor example of utilizing their own technology! They put you on a waiting list with a fancy iPad app. And then you wait an hour and a half? Where's the improvement? Can you say "TECHNOLOGY FAIL"? What a sad joke. Never again. I walked without renewing the MiFi, walked about 40 yards to the nearby ATT store and was in and out of the store in 15 minutes. The good news is that the other Hot Spots on the VZ contract end on April 30. So I will be rid of them once and for all in just a few weeks. read more

BIG ZERO. I waited for 45 mins. When it was my turn they took people head of me. When I spoke to the manager he argued with me in an attempt to justify why someone was taken ahead of me. As I left the store another manager ran after me through the parking lot, calling after me. So done. Never going back there. read more

I'm really surprised by all the terrible reviews of this store because I was treated with exceptional service! I was in and out in less than 15minutes! I didn't even have to open the door to the entrance.. Greeted promptly by not one customer service rep, but TWO well groomed young men. A+ read more

These people don't know what they are talking about and don't even know the basic policies of Verizon. Made the mistake of going here instead of my usual Germantown Verizon. They are not good at explaining the new plans and pros and cons. They don't seem willing to help or go out of their way for a customer. Avoid at all costs and go to the Verizon store in Germantown! read more

I had a great experience when getting an upgrade for my phone. I was helped by Steve and he was very helpful the whole time from picking out my phone to staying with us to ensure everything was transferred to my phone. Also, he helped us get really great deals that saved me a lot of money as well as get additional items including a JBL Pulse Bluetooth speaker. Although they were busy, it was well worth it! read more

Didn't even purchase my new iPhone here, and they have been nothing but wonderful! Knowledgable, courteous, and willing to go above and beyond to fix my issues! Highly recommend this Gaithersburg branch! read more

I went In to get a new phone as mine is an older model and wasn't charging the way I expected it to. The young woman who checked me in asked what I needed and when I explained the issue she took my old phone, performed a quick cleaning and now it charges just fine. She could have simply sold me a new phone but offered actual service not just sales. I really wish I had gotten her name as she deserves praise for this. Thank you for not just selling but servicing as well. read more

They have a bizarre system of customer service...They have 4 or so people milling about whose primary function is to greet you and enter your name in the system. These people cannot get you a phone or do anything functional like that. There are 2 people behind the counter that can actually do stuff. Processing a phone order takes a while with all of the upselling and whatnot so you have to wait in a very long digital line for them to get to you. I waited approx 30 minutes to have my name called with a store that had at all times more employees than customers. They were out of stock of the phone I wanted, despite it being on display. It could not be worse. read more

Wonderful service!!!! New Manager Matt and employee Barry were extremely helpful and saved the day with a phone swap for my dad!!!! Best Verizon experience in years!!! Thank you!! read more

Wonderful service from Steve at the Gaithersburg location near ChuckECheese. He recommended the perfect phone for me and my busy schedule. The customer service was the best by far, especially now a days when customer service is lacking everywhere. I will definitely send my friends to this location. You are awesome. read more

have been trying to contact my sales rep for the past month by phone and emais!!!! finally, called the store to speak to a customer rep directly and was put on hold for 25 mintues and counting.... I think they need to train their staff on better customer service all around! This is ridiculous. Heading to the store directly. read more

Truly one of the slowest moving Verizon Wireless ever. The employees mill around with a level of unprofessionalism and laziness that is alarming. Checked in with an employee and after 45 minutes they had apparently forgotten to input our information and asked us to speak with another person to check in. It is unclear if there is a manager here working with employees to ensure any work is getting done. There is no reason it should take over an hour to even get an employee for routine upgrades when there are only 3 other customers in the store. read more

Service wasn't very good and the agent didn't give us complete information, so ended up we need to pay much more than we expected.

Been shopping here for many years their customer service seems to be good not great but good. not a fan a lot of the new policy is Verizon has put in place but I don't hold the store employee employees responsible for that. read more

I've been to this store a few times, and its kind of a crap shoot when it comes to service. But today, the girl working for Fios in the store named Michelle, had a real attitude problem. She was rude, disrespectful, and dismissive, and that was before I even dealt with her. I was helping a friend get their new phone, and was planning on talking to the Fios rep when I was done. She was no where to be found. I finally saw her stalking back into the store as I was leaving and realized I would rather try and have my answers handled over the phone than have to deal with someone who so obviously hates her job. read more

I don't know why this place has been rated so poorly by others. I thought the service was terrific, the atmosphere pleasant, and the product selection excellent. The sales associates had good I formation about products and were efficient and helpful. Good experience!! read more

I recently commented on the terrible service at the Gaithersburg store. The same holds true for the follow-up service I got on the Verizon "Chat" service. I guess VZ keeps an eye on Yelp because I got an email from Verizon saying they were sorry for the problem and asking if they could help. So I answered and thanked them. Well, now two days later the guy who keeps an eye on complaints gets a complaint. Lip service is not a satisfactory substitute for genuine service. VZ must think that they can do what they want because we can't do anything about it. That may well turn out to be true. read more

Long lines combined with service that is too expensive. I got feed up with them after 5 years and switched to another provider.

Truly the best customer service I have ever received! Chris Rankin has provided my family with exceptional service!

I had to buy a new phone case and was not excited about buying it at the Verizon store, BUT I've already thrown away five dollar after five dollars by getting one at the Five Below, so I bit the bullet and wandered in. The store is very welcoming and I was shown the wall to browse the Iphone 6 cases. A very helpful and fun sales person named Steve came by and without any pressure, helped me find the cheapest phone case and cover protector. Cheap is my key word here because I told him I lose things for a hobby. He cleaned my phone meticulously and installed the protective cover. He explained how to register the glass protector, and never once tried to oversell me or push me to purchase the more expensive case. I felt respected even though electronics of any kind make me nervous. When you need a new phone or other Verizon services, I suggest you ask for Steve. He was super helpful and funny. That's a great combo! read more

We reluctantly visited a VW store 2 days before Christmas because our daughter wanted to upgrade from a "dumb phone" to an iPhone while she was visiting for the holiday week. Based on some reviews of this and other VW stores, we expected a long wait and poor customer service. However, we were pleasantly surprised! A friendly greeter took our name at the door and told us there was one person ahead of us; there were several staff members working with customers. While waiting for a representative, we looked around the store, which was large and well laid out. A short time later a representative named Steve came over to help us, and he was great! He was pleasant, knowledgeable about the product and plans, and very patient about answering the long list of questions that my daughter and I had. The only reason I am deducting a star from the review is that they did not have the iPhone model that my daughter wanted (it was an older model, though it is still sold by VW). As a result we had to go to the Apple store at the mall to buy the phone, which was inconvenient and kind of a zoo (remember, this was 2 days before Christmas). Still, the next time I need to go to a VW store, I will go to this one and hope that Steve is still there and available to help! read more