Overall I've had a good experience with Verizon and haven't had any issues with service or my account. Everything works as it should, which I appreciate. The only downside was the long wait at the store -- it wasn't even busy, but it still took a while to get helped, which was a little frustrating and felt like there just weren't enough employees working. Other than that, no real complaints. If they improved wait times, it would easily be five stars. read more

When I checked in at the kiosk it said there were 5 associates to help and there would be 0 minutes wait. Well there are only 2 associates on the floor and no one came out to help for half an hour. I finally left without any assistance. read more

Craig and Shiloh couldn't have been better. They were knowledgeable and helped us sort through our complicated situation which was clear to them and completely baffling to us! Very nice experience, thank you. read more

The worst verizon we have ever been to and speaks volumes. It's never a very pleasant experience when purchasing a new phone. We scheduled an appointment for 2pm. We arrived at 1:40pm to make sure we weren't bumped out for being there at 2:01pm. It is now 2:30pm and we are only now being helped. Another couple came in at 2pm and was helped immediately! I asked Craig who was wandering around the store socializing, how much longer we would have to wait and his reply was with the kind of attitude that would be rewarded with a open hand at the very least. Had we not been loyal customers since they were Voicestream we'd have walked over to Spectrum. The only good thing was Kaila (pronounced Ky-Lah) who is helping us as I type this rant...lol read more

Great service. I went into the store to figure out which Android phone to get. I tried several phones' keypads, compared phone sizes and weights, then wandered over to the speakers. Yes, Verizon sells a few speakers and cell phone accessories - convenient if you want your questions answered quickly by someone knowledgeable. The guy who helped me was friendly and knew his stuff. Said he noticed I'd been there awhile so he wanted to make sure to help me if I was ready. Althiugh I didnt buy a phone because I'm not the account manager, i left with a terrific Bose speaker and phone charging pad, knowing which phone I would get later. Time well spent. read more

This is one of the most effecient verizon stores I've ever been too. Usually it takes forever to get a new phone set up but Hannah got everything activated quickly and had us out the door within 20 minutes. read more

Get more staff. Always long waits. Expensive. We need more options and scammy upgrade deals to switch you to overpriced plans with poor coverage. read more

Wonderful customer service by JoAnne AhSing! She was Very friendly and knowledgeable of Verizon Products and Plans. I needed to get my 86 years old Mom a simple phone as she only needs it for emergencies or when her landLine is not working. JoAnne was very understanding and didn't try to sell me anymore than what I needed for my Mom. She also got my Mom hooked up on my existing Verizon plan for just a little bit more per month. Big Mahalo to JoAnne !!! read more

Cell service reminds me of Boost Mobile prepaid in like 2008. Terrible, even when in town and showing full bars.

[The new East Puainako St. store] The employees who work here don't know their ass from a hole in the ground. From the general manager to the floor staff (mostly men), it's incompetence all the way. We came in to buy a mobile wifi device for our upcoming travels to the mainland and Ricky told us he has to order it from Oahu and he'll take care of it and call us when it's here. It'll be here by Wednesday the following week. Fair enough. No problem. Wednesday rolls around. No calls, no text. We call and call both Wednesday and Thursday. Still no answer. He had given us his business card so we can text/call him. We did. No response to the text and no answer to calls. We went to the store on Friday to find out if they had gotten the device. No one knows what's going on. Spoke to 3-4 different people who had to go investigate what had happened. Meanwhile, one of the staff looked through every single cupboard in the store to make sure there was not one just laying around. Finally after about 30 minutes, the general manager (according to his name tag) came to inform us that while the unit did come in, it was sold to someone else between the time of its arrival and our visit on Friday. We were also told the device is unlocked and GSM compatible for global travel. We found out later this is completely incorrect. This is a locked device and CDMA just like the rest of Verizon. Whoop there it is. Bizarre place and people not interested in sales or finding a solution to make it up to the customer when they messed up the situation in the first place. The irony of it all is this isn't the first time they've messed up an incoming order for us. Good luck in your dealings with them. The store is good looking but it's pretty much just lipstick on a pig. I will do my best to avoid coming into this twilight zone and just order things from their website for as long as I can. Your business is only as successful as the quality of the employees you have (or don't). read more

Verizon - why bother giving us a business card to communicate with us when you don't want to communicate. - Mobile Phones Near Me - Hilo, Hawaii

This review is for the national 800 number, NOT the local store. I've had 2 interactions with Tracfone/Straight Talk/Verizon (all the same company) and neither were good. In fact, both were so dismal that I wish I could leave a NEGATIVE 5 star review, but unfortunately Yelp forces reviewers to give at least 1 positive star, so I guess Verizon gets a free rating boost that they don't even come close to deserving. First interaction was when I was trying to switch my mother's service from her old, locked Straight Talk phone to her new locked Straight Talk phone. So these phones are BOTH locked to Verizon's network, in other words they're THEIR PHONES. I had to call probably 2 dozen times over the course of a week, spending over 30 hours of my life on the phone with a small army of people I could barely understand, speaking to what seemed like a dozen or more supervisors, climbing the chain of command rung by rung, until they FINALLY figured out how to transfer service FROM THEIR PHONE TO THEIR PHONE. Yes, it took A WEEK, over 30 hours, and likely well over 25 people to finally figure out how to transfer service from one of THEIR OWN PHONES and put it on one of THEIR OWN PHONES. Now I'm trying to do the same thing with my locked Tracfone (same company, just a different name). I figured it was time for an upgrade rather than just fixing the phone (got an unlocked phone too). I'll tell ya, I'm about ready to upgrade to a different company. This time, I bought an UNLOCKED phone so I can take it to literally ANY company. I only got as far as giving the representatives the new phone's IMEI (like an ID number), mentioned that the old phone is a Motorola and so is the new one, and that the old phone is a locked Tracfone and the new phone is an unlocked phone. The INSTANT the words "unlocked phone" came out of my mouth, not one but TWO representatives said I needed to talk to a different department. I waited on hold for 45 minutes for the first rep, who mumbled her name. I asked her to repeat it and she mumbled it again. Every other word out of her mouth was clear as a bell, just not her name. Guess she didn't want to be identified. She said she had to transfer me to a different department, so I waited on hold for roughly 75 minutes the second time. The second rep, whose name was Jerry, went through the same song and dance as Mumble Lady and again the instant he heard "unlocked phone" he panicked and said he had to transfer me to ANOTHER department. I wasn't about to wait on hold for ANOTHER HOUR, so I admit I lost my temper and raised my voice, even cussed him out a bit. I think that's rather understandable however, given that I'd just waited on hold for 2 hours and was STILL not in the right department. His response? HE TALKED OVER ME, THEN HUNG UP ON ME. Not kidding, CLICK. I called back and asked for a supervisor right off the bat, telling the representative that she wasn't in trouble, but Jerry sure as hell was. I was told I would be transferred, but then got a message saying their office was closed. Called back my next day off and calmly explained the situation and why I was calling to a female rep, which is standard stuff so they know why you're calling. When I was about halfway done with my explanation she tried to interrupt me but I kept talking. Apparently she didn't like that, because she HUNG UP ON ME. I didn't cuss at her, didn't raise my voice, I just didn't let her interrupt me. I guess that's unacceptable at Verizon, the customer is always wrong and always has to let the rep talk. Asked to speak to a supervisor right off the bat on the next call, was told THEY'RE NOT ALLOWED TO TRANSFER YOU TO A SUPERVISOR. What?! A supervisor has more experience, knows more, and can take customer complaints (like hangups), which is why they're supervisors! I guess there's zero accountability at Verizon (probably zero supervisors too), which explains a thing or two. Finally decided to go with T-Mobile. Well, I apparently needed a PIN code from TracFone in order to get my number ported over, so I called and spoke to a representative who asked ME what that PIN number was. Uh, WHAT THE HELL DO YOU THINK I CALLED FOR? If I had the PIN, I wouldn't need to ask you for it, now would I?! How STUPID are the reps at Verizon?! I can't give you what ONLY YOU have! FINALLY (after 5 hours total on the phone with them) got my phone number on my new phone, only now I'm a T-Mobile customer and will NEVER go back to the rude, brain-dead morons at Verizon. First phone # transfer (mother's locked Straight Talk phone): 30+ hours. Second phone # transfer (my unlocked phone): 5 hours. This is UNACCEPTABLE, TracFone/Verizon/Straight Talk. BY FEDERAL LAW A COMPANY IS REQUIRED TO RELEASE/PORT YOUR CELL PHONE NUMBER UPON REQUEST, NOT TRY TO TRICK YOU OR MAKE YOU WAIT ON HOLD UNTIL YOU GIVE UP TRYING. read more

Recently I went to Verizon to try to get a backup phone that I was trying to get into as my everyday phone was lost. All they were interested in was selling me a new phone. While I understand it's a corporate store...Disgraceful, ugly, greedy. read more

I had an appointment at 1pm. I showed up exactly at 1pm. There was a LONG line of walk-ins. After 3 walk-ins took priority over my appointment while I was standing in the hot HOT sun, I decided to go with T-Mobile. read more

This review is based on my first time visit to buy a new phone and change my carrier from Tracfone to Verizon. Tracfone is the worse carrier ever just look at their reviews. Gerry at Verizon helped me right away, walk in no appointment. He was the most patient person in trying to fix the issue with Tracfone making it so hard to transfer my phone number. He was so helpful and quick and just perfect. Got a great phone for my budget and the best service ever!!!!! Gerry is definitely a big asset to Verizon!!!!! read more

Me and my girlfriend went in without being greeted when there were 4 workers in the front. My girlfriend decided to upgrade her phone today. We checked out phones and waited till we got helped. But nope. There were 8 workers total that never assisted us or ask if we needed help. And it wasn't even busy. It was just us and another customer. We waited about 15 mins on the table before we left without even upgrading. 1 worker was actually helping one customers. The other 7 workers were just on their personal phones. As much as I love Verizon, the customer service here was really trash. To the point, we just walked out. Their boss should be disappointed. read more

I was a customer for almost 20 years. The service was as bad since the beginning as it was the day I terminated my contract. I still had auto pay and they charged me for a month I didn't use it. Think I'll get a refund? read more

I went in today to get a replacement for my phone. I dropped it several times . Shiloh helped me and he was giving me options. He also was telling me I should hold on on upgrading because the new iPhone is coming up. He tried his best to help but with the network being slow, he could only do so much. I would come back again. read more

Terrible customer service! Their payment kiosk was down and I needed to make a cellphone payment. I asked one of the workers if he could take it. He said NO, he had an appointment showing up in 10 minutes. It doesn't take 10 minutes to process a cellphone payment. All the people working there seem to have an attitude. No bueno!! read more

Wow! These folks have asked my mobility impaired sister to make multiple trips to their store (which is not a quick and easy drive) to replace a defective phone that she's had for less than 2 weeks. Her car has been breaking down frequently recently which is why we have insisted she get a cellphone/smartphone. So basically they have asked a mobility impaired person to drive to their store in a car that isn't reliable with a phone (lifeline) that isn't working. How's that for customer service? She's supposed to go back again tomorrow. Keep your fingers crossed. By the way, I wish I could write a review on my stubborn sister who refuses to let any of us know what's going on so that we could help her. She doesn't like to ask people for help with rides or these issues. I found out about this today when she took herself to the Verizon store, only to be asked to return again tomorrow. She also gets 1 star. read more

Was just helped by braddah Chase to help replace my waterlogged MiFi. Walked in, took care of business , and pau in 15 minutes on Black Friday. Unheard of ! Mahalo Chase and Verizon crew read more

I have never not had to wait for ages here... Even if you do luck out and make it to top of the waiting list, the service itself takes ages (i.e. over an hour to upgrade our phones). Once, we went and put our names in and were fourth in line...we left and ate dinner at a nearby restaurant and for kicks thought we'd check in on the list...and were only 2nd in line! Shame, because sometimes you just HAVE to go here, but if you do, make sure you have a few hours to spare and are wearing comfortable shoes and have something to read. read more

Bad customer service, horrible performance on my phone. Wifi calling doesn't work, signal at our house is terrible, phone never rings so nobody can reach me, voice mail is el cheapo, only 20 messages storage otherwise you have to pay more. Wifi never works on the phone and I am sure it's meant to be so I burn up my bandwidth and buy more. And none of my problems were ever resolved. Verizon truly sucks, never again. What a bunch of greedy thieves. $200 a month for two lines, 4gb total bandwidth, for terrible quality service. One word: highway robbery. read more

This review applies more toward Verizon's business practice than its Hilo store (Hilo's staff is courteous). While they have no problem adding new lines and more expensive plans at the store, they can NOT cancel / discontinue an existing line for customer at the same store! Customer must call a 800 number, then wait (30 minutes in my case) and speak to an agent (another 10 minutes). At least at the end, the line was cancelled. read more

Went in for a new phone. I go for their promo stated I will get the best newest iPhone and another free for adding a line. Guy gives me a lesser phone without telling me. read more

If I were you, I would choose Spectrum. I did after 2 years of Verizon's overpriced services and terrible customer service (at this store and with the company in general). They treat you as if you're privileged to use their services and then proceed to overcharge you for the experience. read more

First I would like to state I am a loyal customer for the past 15+ years. I just recently went into this store which I have gone in multiple times before, and the store manager Ashley or mehana has the worst customer service I have ever experienced. She never greets any customer and she never has a smile. She consistently on her phone and chewing gum, which I feel is very unprofessional. Her Customer service skills is very poor for a manager. I don't want anyone to lose there job but I believe she needs a training course or class in customer service. read more

Horrible service! Went in there and signed in and was 2nd in line. 20 min passed and I'm now first in line....that wasn't the problem. There were another 7-8 people after me that signed in like you're supposed to. A lady walks in, doesn't sign in and walks straight up to someone who "seems" busy and she gets help first. What's the point of signing in if you can walk straight up to someone for help? When I asked why she didn't have to wait in line like everyone else, the worker said "she just needs to purchase something". How did he know that I didn't need the same thing? Poor, poor customer service. Come to find out it happens a lot there. Save yourself time and headache and go to Diamond Wireless in the plaza. read more

This is for the phone service itself. The phone service reaches rural areas where satellite is most likely required. BUT THE FEES!! Oh-my-goodness!! You will be paying at least $5 minimum per line per month extra!! You have to pay for the FREE emergency 911 feature?? Really?? You gonna charge us to call emergency??!! There's all kinds of extra service fees per month. And you have to pay an upgrade fee just to switch phones?? I switched carriers TO Verizon and brought my own phone. When you switch carriers and bring your money to their company, they would have some nice promos. When speaking with their employee, there were no mention of any promos, not even a discount, and need I remind you they are quite expensive. Especially after their "hidden fees" that they do not mention up front. My phone broke sometime after switching and I had to pay an upgrade fee just to buy and use a phone. Really?? An upgrade fee?? Is it really an upgrade when you go from an iPhone SE to an iPhone 6s when the iPhone SE came AFTER the iPhone 6s. (It's an iPhone 6s in an iPhone 5 body)?? I'm practically going backwards. Why is there an upgrade fee?? They just want to take more of your money just because they can. It's not like they doing anything special for that upgrade. Service is good in rural areas. I pay top-dollar prices for slow internet. It gets slow and glitchy and sometimes horrible, I have to call every month to complain about it. If you need to make monthly payments for your phone, Verizon did come out with the best network, but if you own your phone; I would go with cricket wireless. Low up-front costs with no hidden fees with at&t service. read more

There were 3 staff out front working and my wife was 4th in line. It took well over an hour for them to get to her on her. Once she received assistance, it took another half hour of help (if you could call it that) but they were still unable to get the job done. Avoid this place and this company. These guys are terrible. read more

I'm patient enough to wait my turn but when there's no kind of signage explaining to customers the proper procedure to sign in and be explained. Then the whole waiting game gets kind of boring ..... and when asking how to sign in only to be abruptly told "you should have been greeted and asked" well obviously that didn't happen but that's not my fault, consult your staff and display some kind of obvious explanation if a being is not there to meet and greet. Will wait till the mainland before going into this store again. read more

Simple suggestion for the general public as well as for management at Verizon Wireless Hilo... READ THE REVIEWS! I get the impression from my personal experience that the employees there are capable of good customer service. It just comes too little too late and usually after you're already frustrated. I have yet to be able to contact anyone in store at any time during business hours. I couldn't even tell you how many times and how many days I've tried. Surely too many times to count. Walking into their physical location won't do much to make your experience any better. If you are greeted when you come in... consider yourself one of the lucky ones. It's obviously not a priority there. You'd think that all of the negative reviews coupled with the fact that those reviews have been acknowledged by Verizon in the form of apologies under said negative reviews, would make a difference. But my experience was exactly what has been outlined time and time again in the form of negative reviews. Customer service there sucks. Now, if I may, I'd like to give some feedback on their wireless hotspot. I bought the jet pack ($200+) and went with the double your data prepaid plan. 15GB for $70 a month which gave me 30GB. The speed was great, but 30GB was nowhere near enough. So I switched to post pay. '22GB of High Speed' on an 'unlimited' plan for $80 a month. That's some KAKA right there. You WILL NOT get anywhere near 22GB of high speed. It is standard practice as I was told after my hotspot was rendered useless by Verizon's standard practice of throttling that after 15GB has been used on that 22GB plan that it would be throttled to an average speed of 600Kb per second. Less than 1MB! Useless. A friend of mines uses AT&T and we went over 140GB in one month on the AT&T unlimited data plan with barely any buffering after we went over his data limit. Needless to say, I'm cancelling my plan with Verizon and moving over to AT&T. Although I'm stuck with a $200 jet pack tied to a useless service, I find comfort in knowing that it only took two payment cycles to figure out that my money will better serve me elsewhere. Wake up Verizon management! Don't apologize. Make adjustments. read more

Friendly service, you are greeted and checked in immediately. Although there is usually a long wait they make sure to let you know how long it will be. There is seating available, which makes the wait more bearable! read more

Service is typically very slow. The workers are generally nice and helpful, but they don't really seem like they'll do extra to help solve your problem. Stock of available phones is generally low, which was the case again when I visited today. Need to order a phone online or purchase at Wal-Mart. read more

Went in to get a case for my iPhone 5 (on AT&T nonetheless). I was approached quickly and the salesperson even went as far as taking out a demo case for me to try before I chose the one I really wanted. I ended up buying a standard case and a set of screen protectors (super easy to install). I can't comment on the service, as I am on a competitor, but I must say that their sales staff was very professional! read more

Knowing that it takes a while to help each user I always bring my iPad to read. If you you are lucky Tina will be assigned to help you. Not saying that others don't try, but she is the most knowledgeable and offers excellent suggestions. read more

I recently switched to Verizon from At&T and I love it here! The service is much more reliable and the sales reps are genuinely friendly and don't try to pressure you into buying some unnecessary doodad. read more

I have had great service in the past, but this time???? The salesman charged me an early termination fee that he never mentioned, that had to be credited. Then he looked at my new phone that I had talked about activating and he said those phones don't have SIM cards, and now one wants those phones. I believed him and went with out a phone for two weeks until I researched on the internet and realized he was not truthful hoping to sell me a new phone or he was just needs to no his job better. I tried to call and speak to a manager but was cut off. Disappointing. read more

Verizon store in Hilo has improved considerably, give them a new chance! They are organized, much better customer service (beginning as you walk in the door) and employees keep you updated and are very helpful. They went from a D to a A in my opinion, thanks for the improvements! read more

Let me start by saying outstanding customer service professionalism by my sales rep Chase. I first went shopping for the best deal and in the need of help finding a new phone who doesn't want the best deal well for me it was a headache I went to a couple different stores that sell cell phones and the associates couldn't even answer my questions and didn't even know anything about the wireless services that were offered to the consumer not only that they had me wait over 15 minutes before I even had gotten help. My experience at Verizon wireless was unbelievable I didn't have to wait to get help they were on it I got all my questions answered and I walked out with the phone I wanted and thanks again to my sales rep Chase Who I highly recommend and is very knowledgeable on what products are offered. To me customer service is everything and I got exactly that with the team at Verizon wireless. read more

Verizon Wireless store in Hilo STINKS! If you can believe this. Wednesday, March 27th Hawaii Time 4:00 pm. Called from Colorado, got how can I help you, I will be your expert today When I asked my question, HE disconnected. I will remember his voice, so when I get there there will be problems for that man. My question: First mobile phone, switching from house phone. Prepay in Colorado online and how do I know how to change when I get to Hilo? Aloha hospitality lacking in hat store. They need to remodel--their staff. read more