Keenan is the reason I switched to T-Mobile today. I visited the Verizon location in Gilbert a few days ago to have a second number perk added to my account. I have used this perk before and am familiar with how it works. Instead of assisting me with my request, Keenan appeared to use my account to meet a sales metric. Rather than adding the second number perk correctly, Keenan added an entirely new line to my account and used my device's second IMEI so it appeared as a discounted second line, when in reality I only have one phone. In addition to this, he added multiple unwanted perks to my account (HBO bundle, Disney bundle) and a protection plan, effectively duplicating services for a phone I do not have. I was also charged a $40 activation fee, which he claimed his manager would waive, but it never was. As this was happening, I began receiving multiple emails from Verizon and questioned him in real time. He blamed the system for adding these unwanted features rather than taking responsibility. That evening, I spent over four hours on the phone with Verizon customer service trying to correct the issues. My bill had increased by over $100, and while support attempted to fix the errors, it caused further problems, including my cellular data not working. Verizon ultimately had to rebuild my account entirely. At that point, I gave up. This situation occurred because an employee prioritized meeting a metric over ethically helping a customer. As a result, I am now out of money and forced to deal with the consequences of an improperly set up account. I feel relief no longer being a Verizon customer, but this experience was unacceptable. Do better, Verizon. read more

5 Stars - Carter is the BEST! I experienced a frustrating Verizon issue that lasted for almost two months--Carter at the Verizon store at 56 S. Gilbert Rd. Unit 107, Gilbert, AZ 85296, is the only one who truly helped. We were on the phone with customer service for over an hour, and he was driven to get it resolved. He wasn't going to stop until everything was fixed--and he delivered. He was professional, friendly, and genuinely cared. I've dealt with many reps before, but no one compares to Carter. He even recommended some great local food spots while we waited--just a great experience all around. If you need real help, go to this Verizon store in Gilbert and ask for Carter. Thank you again for helping me stay with Verizon! read more

I'm driving by just coming from quick trip. Two guys smoking outside. The one starts to look at me and make faces. I then hear someone yell so I go back and ask if they are good the darker gentleman starts talking smack acting all like he wants to fight. I go in to complain and didn't realize till we were inside it was the same guy as before. I said I think this is the one who started stuff with me before and he says yeah and taunts me more in the store. Stay away from this place. No customer service. Guy can obviously talk that way to customers And the manager seemed scared of him. Gave me a number for corporate no answer no response. read more

We were welcomed and assisted right away. My daughter was buying four phones and we imported two lines from TMobile . It took us a while to work it through but we walked out with our phones totally set up and working. Jake was patient and friendly throughout the process. read more

AVOID THIS STORE! It is a third party Verizon front and will not provide professional service. I ordered new iPhone on Verizon website and had assigned pick up at this location. Representative basically put the box in a bag and said, thanks and good bye.... He stated that since I ordered online it was not a part of their service or responsibility to assist with set up etc. That said, he did take the time to "review my plans" and started making changes that would "save me money." This was followed by condescending and relentless sales of upgrades and questionable "free" iPad or watch. In doing so, pending change made it impossible for me to get phone activated without lengthy process with online Verizon ( who were wonderful). A complete and utter waste of my time and added frustration sorting this out. All said- in the future I will never do this again without verifying that it is a fully operational Verizon location. Very deceptive that these stores share the same "Branding" with Verizon. Again avoid and "buyer beware." read more

It is very disappointing that services we rely on are made to benefit the corporations, not the consumers. It is also disappointing that the representatives do not have very much experience. Carter was very deceitful. He kept changing plans on us to show the "potential" savings, however he would forget what our original plan was. He failed to mention that if we "upgraded" our plan, our cloud data would be deleted so that took another hour to reverse that error. They could not completely restore the information from the trade-in phone. We are missing a month's worth of text and calls. The whole process took about 5 hours and we are paying more than before so not a good value. In addition, their selection is limited to the most expensive phones unless you want to wait for them to order it. Not helpful if you have a broken phone. read more

There was a promotion that bundled home internet for a price of $45/month and 2 months of free internet. Instead I was charge $55/month and a prorate of next month's bill. CJ the representative in this ordeal did not provide full information regarding the plan. It has taken over a month and the bill situation has not been resolved. My bill increased by $130. I will now consider to look at a different company since they do explain full terms of their promotion and their service. They end up selling their promotions and then let other departments deal with bill spikes. read more

I wanted to say that this Verizon store does wonders. Excellent service and excellent workers. I highly recommend this store.

I always come to this Verizon retailer because they always are so pleasant they help me right away and explain things to me. I have been to other stores that are irritated and kind of put up with me I highly recommend this Verizon store read more

Terrible customer service! I was a Verizon wireless customer for 9 years. I left Verizon because of prices terrible customer service, and the fact they were charging me for a tablet, that hadn't worked since I got it and couldn't fix it! You would think after being a loyal customer for 9 years they would give you some deals. Wrong! The deals are only for new customers! read more

I woke up to a non-functional phone and had to incorporate purchasing a replacement into my day. I went into this location per my stepdad's suggestion; he said he always received great service and that the employees seemed knowledgeable. Not having the means to do much research on my different phone options, it was very important to me that the employees would be able to explain to me the differences between the phones I was interested in. I never caught the employee's name who assisted me, but she was younger with a few artistic tattoos on one of her arms. She listened carefully to the features I considered important and considered the limitations I imposed as well. She was honest and never impatient (though I certainly I would have grown impatient with me, had I been her). In fact, I considered buying the iphone just to be done choosing, but she steered me away knowing that I would not have been satisfied with my purchase in the long run. She directed me to an LG phone (I've always used Samsung phones) because it fit so well with the criteria I had laid out. I was very impressed by her personalized service, never felt that I was being misled, and never felt that she was upselling me. I know that she was also running the store short-staffed, but was still able to effectively do her job. I'm kicking myself for not getting her name because she's a valuable employee with a natural ability to provide excellent service. read more

We've consistently gone to another Gilbert location and always felt misinformed--- walking out paying more than we knew. However, this time around we had an incredibly wonderful experience upgrading both phones and was helped by Yamile, and she took her time explaining everything clearly and confidently. read more

I highly recommend coming to this location. Yamile is so nice and so helpful. She helped my family save soo much money. Her customer service deserves more than a 5 star. We would easily want to be friends with her! We went to the Verizon store at crossroads and they added so many extra charges to my account. It was 2x the price it should have been. But thankfully Yamile helped us transfer to our new phone and was very helpful during this whole process. When you visit ask for Yamile, she will take very good care of you!! read more

This re-seller (read simply, "middleman") should be avoided. If your choice is Verizon, you have many so you should not feel beholden to this particular franchise. For starters, the staff and management at this particular location (northwest corner of Warner and Gilbert Roads in Gilbert) is pompous, rude, inept and arrogant. While this is not my first negative interaction at this location, it is the first time I have been so fed up as to spend a few minutes of my time to let others know about it. If you don't find rude and incapable employees enough of a deterrent to go elsewhere, please read on. While I am unfamiliar with their current policy on this, my saga began with the purchase of a new cell phone with a slyly added GoWireless Advantage "preferred customer" deal that, for a large additional amount (can't remember how much now) provided for a few useless things but also included a glass screen protector with complementary replacements as needed - no limit. After many months, I pursued a third replacement. I was informed the "program" no longer provided for more than two replacements (how does a company make unilateral changes to an agreement?) After I pitched a fit about it they agreed to do a "one-time" replacement, but that they were (conveniently) out of the glass and would place me on a "list" to be called when it arrived. My name and number were written on a piece of paper and stuck in a drawer. Two months and several follow-ups on my part later, no glass but a different location had one. As they do not transfer stock, I had to drive there to have it installed. This was done, leaving a bubble in the glass that I was instructed to keep pressure on to work out. By the way, I was told to leave my protective case off also and ended up accidentally banging the back of my phone on a refrigerated case at the grocery, shattering the glass back. Ugh. I returned with the bubble still there and insisted they fix it. They surprisingly did not make an issue of it, blaming the problem on a new manufacturer. Still had bubbles everywhere and now a damaged back to an otherwise perfect phone. I lived with it until it bothered me enough to go to Best Buy. They fixed it and also have a replacement option...should have done this from the start. Next issue. We shopped for protection for my wife's new Apple watch. We were informed that, while there glass protectors comparable to those used on cell phones, they don't have them. However, they have something they claim is better - "Liquid Glass," which is something like clear nail polish painted on the face. And because it is inexpensive to apply, they do offer updates to the coating and in fact, actually recommend coming in once every couple of months to do so since it is easy to bang the face on things. She will never be able to take advantage of this re-application benefit...see below. Last (related) straw. My stepson (phone on our account) just had to have his phone replaced under warranty. He had the "free" replacement screen protectors for his phone too when we bought it from GoWireless. We went to store to inquire about a protector for his newly replaced phone, and were told we had to install their app on a phone and look up our own account, they would not do any look ups. Upon complying, none of our phone numbers or email addresses were found. They apparently purge or otherwise clean off accounts to minimize their liability with customers or (at a minimum) avoid any costs that they can avoid. Bottom line: rude, inept employees and you pay for perceived benefits that you will never receive. Go elsewhere. Zero or negative stars are not available to award, so they get a single, tarnished star. I will go elsewhere for all future new phones and accessories. read more

Kara literally was the best. Helped walk me through my account situation when nobody else could from my previous visits to kiosks and calls made to customer service. Very grateful for her and her help today. Thank you! read more

Came in to upgrade my iPhone SE to a iPhone 11 Pro Max. One person on the floor working with a customer asked me what I needed, I told him I wanted to upgrade my phone, he told me "will be a minute" and continued helping the customer, which was fine. Then another customer came in and he starts helping her so I left. I'll spend the $1,000+ at a store with better customer service. Waste of my time. read more

I was helped by Felipe, the assistant manager, to pick out a new phone. He did tons of research to help me get the best deal and make sure the phone would have more memory, be faster and generally make me much happier! When the phone came in a couple of days later, I went to the store and he transferred all the info to my new phone. He explained every charge that I would see on my bill and even went out of his way to he me set up the bluetooth in my car to recognize my new phone. Totally bent over backwards for me. Every time I have been to this location I have been impressed with the customer service. read more

Stopped by a week and a half ago to get a new phone cause my old one was on the fritz. Jjager, Scott, and Patrick were all extremely helpful and I was totally impressed with their customer service. Scott asked me about football and eventually threw on the Texans game for me. Jjager helped me from start to finish with what I was looking for and even helped me leave with staying under my budget! I appreciate everything y'all did for me. read more

Richie showed the BEST customer service and answered everything efficiently and was above and beyond helpful. Walked in not sure, walked out with a new phone + a case and incredibly pleased. Happy I stopped in to this location and received his service!! read more

Every time I walk out of this store, I've walked out a happy camper. The customer service there is exceptional and I couldn't imagine going to another store and getting this type of service. Always taken care of an always walking out the door satisfied. read more

I'm barely on this side of town, but I've been here a few times and never left disappointed. The customer service is excellent and very helpful. Bought a little car charger without a hassle of trying to upsell me on other products. Better than most Verizon stores out there. So, if there's anything a Verizon customer needs I'm sure the crew here will make sure to do their best that when you walk out that door, you walk out satisfied. read more

Tyler, who helped me at the Verizon Store was the MOST PATIENT guy in the world! He helped me roll over my data from my old phone, gave me all kinds of helpful information that I needed for my new IPhone, and was absolutely wonderful. This store was great -- even though we had to suffer through some horrible noise that was taking place while some repairs were being made. I recommend this location and Tyler. read more

I needed to switch over to a new phone and a new plan it is my corporate plan. So I called ahead to ask if they could do that at this location, and I was told that they could - no problem. Got down there, waited 10 minutes, only to find out that was not true. Wasted precious minutes and I didn't have. read more

I must give a top recognition to Maria at the Verizon store on Gilbert Road 4 excellent help and service. She was one of the most helpful people I have ever met setting up a new phone and explaining everything with patience and very clear instructions. Verizon should be very proud to have such an employee as Maria. read more

Cara was extremely helpful and patient. She answered all of my questions and was very professional.

Our family has used this store for years! They never disappoint us & always provide excellent customer service & exceed our expectations. Tonight was icing on the cake with Richie. He was super friendly, provided us with lots of useful information & was extremely patient with us. This is our go to location even though it's not the closest one to us. Great job guys! read more

Becky called me after I posted this yelp review & she wanted to make my experience right. She totally stood by what they originally said the price of the tablet per month was. She told me she would research & get back to me with a solution & she did just what she said she wpuld. Thank you for all that you did!!!! read more

I have never had a better experience at Verizon than this store. I talked to Josh the store manager at this location and I was having troubles with my phone not working properly. They informed me of the promotions that Verizon was currently running and ended up lowering my bill, getting me a new phone, hooked me up with all the accessories I wouldn't normally buy and then filled out a rebate or something for me to get all my money back that I paid for the new phone! Normally I expect a cashier type of Verizon person but Josh went above and beyond for me, the BEST PART is that my house got broken into recently (not happy about that part) but Joshs boss Bekah came over and got to know me and my story a little more in depth and when complaining about that break in, she told me they could hook me up with ADT on a special deal they have! Ended up getting literally everything in my life taken care of by visiting Josh and bekahs store leaving with a lower bill, new LG phone, and having my house protected as well. Thank you both so much, you will always have my business and referrals! read more

While this an authorized dealer and not a company store I found this to be a very pleasant experience - which is not always the norm. Masoud (manager)spent a few hours with us getting everything lined up. He was very careful to go over warranty, products and was happy location to family and friends - very impressed with customer service at this location. UPDATE: Masoud who is no longer at this location sold me a bunch of lies - told me activation fees will be taken off my bill if i call VERIZON - NOT! I added 2 lines - got 2 phones - 2 tablets - one hot spot - approx $150 paid in tax on day items received - tried to return tablet and hot spot the next day - masoud keep the tablet for up to 2 weeks and if you dont want it return it. Found out after the fact additional fees after 3 days - restocking fees - Masoud activated all equipment before i left store so all activation fees had to be paid as he activated them - this ended up costing me $150 day of purchase - Approx $200 in restocking fees when the majority of items were returned and i know have a bill of over $500 and I only have one phone and one tablet - BE VERY CAREFUL WHEN YOU GO TO A NON COMPANY STORE - this was a disaster and cost me a fortune. I have been with Verizon since 1995 and this is my worst and only bad experience with VERIZON - BEWARE!!!!!!!!!!!!!!!!!!!!!!!!!!! read more

They will Bait and Switch you. After you agree to a store credit for a perfect survey score, they change what you agreed to. Buyer beware!

We had a great experience at the Verizon store this evening. Josh, the Store Manager, was excellent. He took his time explaining our plan & phone options and set myself and my Daughter up with a plan that met our needs. read more

These guys are there to serve. Fast, courteous and helpful. Avery did amazing job and the other two guys couldn't have been nicer. Just left there..will be back read more

Very impressed with the customer service of this business! The manager Masoud exceeded my expectations with his knowledge and kindness in explaining my options in purchasing a new phone. He, in detail explained things, and did in no way make me feel uncomfortable. Highly recommend this business and this fabulous store manager! read more

Nick was extremely helpful and courteous during our visit today. He answered all our questions and was efficient in setting up our new phones. read more