On Dec. 29, I had an appointment to purchase a new iphone 12. The clerk sold my the phone and plan. He also tried to sell me screen protectors and cases. When I asked if he was going to set up my phone as had been done in the past, he stated no. He would give me a 2 page picture guide so I could set up. I went home and opened the box. I noticed immediately that I did have a cable, but no plug in (block). At no time had I been told that I would need to purchase the block separately. I drove back to the store. There were 2 employees leaning up against the wall. I saw no one else in the store. I waited at the door as required. Brandon (one of the employees holding up the wall) looked at me and spoke to the 2nd employee. It appeared that they were ignoring that I was standing at the door. Finally, the 2nd employee came to the door. I asked about the block and I was informed that it cost $20 and was sold separately, but I could use the old block. I am old enough to remember many cases where using old cables/blocks could negatively affect your device. When I told an Apple rep about this experience, he stated that even with COVID protections Apple would have sold me a phone, set up my phone and been able to offer the Verizon plans/offers. If you are purchasing a new Apple phone, DO NOT PURCHASE THROUGH VERIZON. Go to Apple. VERIZON DOES NOT GIVE CUSTOMER SERVICE! read more

Shout out to Johntin. Who helped my friend with switching her number to another phone. We weren't even paying customers. My friend got the phone at Wal-Mart. But the worker couldn't switch the numbers. So we came here and Johntin spent almost 30 minutes trying, and succeeded, in switching the phones. Awesome service!! read more

My other line was deactivated without warning, called to reactivate, was on the line with a sales rep for 55min and he said he couldn't help me, his new and he couldn't help. He said tried to transfer me and I was cut off..am so frustrated if I knew I wouldn't switch carrier. read more

I love the customer service at this store! Mike C. Was so helpful! He listened to our needs, checked our plans and got my husband and myself on the right plans to fit our needs! This is why I drive across town to come to this Verizon store!! Thanks Mike C. YOU DESERVE A RAISE!!! read more

This is a somewhat overdue review, but I had recently lost my phone. Looking to start a new plan/new phone entirely we called to make an appointment. Owen helped us, & provided the best service and willingness to explain all options available from phone color, to best plan financially for my partner and I. Shout out to Owen for being so helpful & awesome!! read more

Went in to get an iPhone 8 with the deal that they had going on during early May. I ended up having a lot of issues, but thanks to Mike, I was still able to get the phone with the good deal. Mike took the time to help me to the best of his ability and even worked with me after they closed. He really cares about his customers and is a great worker at Verizon! read more

I have been a Verizon customer for 20 years. To be honest it has always been a love/hate thing. Had a stupid problem with my phone and I couldn't fix it. Went in to Keeaumoku store and Tyler helped me. This man is great! It was not a common problem, but he kept researching and came up with the solution. YEAH! So grateful and happy. Thanks Tyler. read more

Awhile ago, I switched to the edge plan and convinced my daughter to join me as well. They were very helpful with explaining the terms and promotions, etc. Spent a lot of time nicely for us. Her phone broke recently and the warranty process of getting a new phone was simple. I am very impressed. They were honest and advised me to a faster way to solve this by directly linking me with Apple. It helped save us a lot of time and money. read more

I'm so very happy with my two recent experiences at Verizon. I'd gone down to the store with my wife to replace her phone, and Anne went the mile to make sure my wife's phone updated properly and transferred all of her contacts. No need to post ridiculous status updates on social media asking contacts to text her! She also ordered the phone I'd asked for, which arrived right away. Cue up Thursday, and the next time I was able to drive: I arrived at the store with my new phone still in the shipping package, and was helped out by Riley and Chay in getting the systems of my old and new phones to synchronize and transfer data. Due to circumstances beyond his control (system errors, not human), the transfer of data took an abnormal amount of time... so much so, that Chay went far above and way beyond the call of duty in helping a customer: he let me stay in the store while the transfer continued, until nearly an hour past closing when it finally completed. He took care of my old equipment, as well as assisting another customer with an equipment replacement that had some complex issues involved. Thank you so much for your help. We're both very happy with our new phones, and the courtesy we were shown this week. read more

The WORST, MOST HORRIBLE service ever... People are taught to kill with kindness, but not with inaccurate, absurd information that you pull out of your ass and call it facts. Then to top it off, blame your consumer for not asking the "right" questions. Usually most of my encounters at this particular verizon store is mehh, okay. Nothing amazing or spectacular because in the end, my questions were answered at I would hope the best of their ability. My first warning should've been when someone came in, in broad daylight and stole about two to three things right off their shelfs and walked out. Did they chase them? NO. Did they file a report or anything that had to deal with acting with urgency? NO. Talk about brand loyalty employees or acting with some type of professionalism cause you're definitely not going to find that here. Not only were we waiting around after the lady took my name at the door, but that same lady that was standing around and talking to other employees came to help us. I should've gotten her name and my fault I didn't. Now, let me be absolutely clear about my intentions and visit to this shit show of a store. We currently pay insurance on our new phones we purchased last year. Unfortunately my phone apparently doesn't receive great service on campus at UH Manoa and it's been dropped twice with cracks to the point the glass chips off. When we initially bought these phones with insurance, the sales man at this same location said it was so simple to replace since we have insurance. Just call, send in, and we would receive a new phone. BAM, just like that! WRONG! As I'm explaining this to the sales lady, she replies with absolutely no sincerity that because the insurance is through a vendor, they do not disclose there is a DEDUCTIBLE. She then goes on about how ALL phone companies are like that and require a deductible and I questioned isn't it pretty deceiving to a consumer that this type of information isn't disclose upon purchase. She then proceeds to explain that they are not to disclose this unless the consumer is to ask. So wait a minute, you're telling me that it's MY FAULT that I do not know your policies and because I didn't ask the right questions about things I knew absolutely NOTHING about? Are you F***in kidding me?! She then goes on about how the Samsung has worst reception versus an Apple so thats why I don't get great to no reception on campus. Wait, you're Verizon... You strive on being able to get reception everywhere, but now you're telling me it depends on the actual phone itself? The kicker to end this shit storm was when she compared that a DEDUCTIBLE is common and required in ALL types of insurances. I shit you not, she compared the phone insurance to vehicle and health insurance. Thats where I HAD TO DRAW THE LINE. Excuse me, that is ABSOLUTELY INACCURATE INFORMATION. Yes, vehicle and health insurance do have deductibles SOMETIMES, but as far as HEALTH insurance goes, depending on the type of plan you have there is NO deductible that needs to be met before your insurance kicks in especially for higher premium insurances. She argued with me that I was incorrect and honey, I worked with Medical insurance for almost 5 years, I think I would know the basics which obviously YOU DONT since you were saying false information to help support your "deductible policy". Over all, I would've been MUCH satisfied if you killed with kindness and explain your policies and procedures with great customer service. You know, with a smile? with empathy? with FACTUAL information supporting your words. There are always ways of delivering news to people who won't like the outcome, but again it's about deliverance. I don't care I didn't get anything out of it, but wasting my time I'll never get back over some back and forth high school bullshit. What I do care about is how you're straight up lying, pulling shit out of your ass to cover yourselves and with no type of customer service, oh wait no, there was.... the kind where your dog poops on the lawn and you chuck it at someones front door spilling all over then you vomit at the door step, cause thats what I got. read more

I really liked this store. I am pretty strict when giving my opinions on customer service and I've got to say Gabrielle and Tyler were great representatives of Verizon and I had a great experience. I ordered a jetpack online for a data only plan and when I went to the store to pick it up unfortunately my payment or something fell through. They explained there was probably a glitch in the system and quickly and efficiently got on the phone with their customer care and fixed it all up. Ten minutes later, I'm leaving with not only my jetpack but 3 power banks for my phone! I felt they took care of me great and thought about my needs especially knowing the power could go out and I would need a backup battery! definitely recommend read more

I LOVE THIS Verizon store. Every time I walk in there are guys (Usually) standing right there saying hello! Everyone there are very friendly & have great Customer service. Been with Verizon for over 30 years & I have never had a dissatisfied issue. Even when I call by phone not once did i have an unfriendly representative. Well, here I am now. I went to the new store on Kapahulu Ave. To pay a bill. Talk about DISSAPPOINTMENT!! The Chinese or Japanese representative there either was unhappy with his job or had a dam hang over & didn't want to be there. I think his name was Manny or something like that. He has NO CUSTOMER SERVICE WHAT SO EVER! Couldn't look at me while standing there in front of him. No smile! No personality! I will not go there ever again! Someone from Verizon Kapiolani better teach & train this guy because it's NOT GOOD FOR VERIZON! There was another guy that walked in from the back to sit on his desk there & didn't even look at me! No hello! No personality too! SHAME ON VERIZON FOR HIRING SUCH UNHAPPY PEOPLE TO REPRESENT A GREAT COMPANY! read more

They are usually so helpful here! Unlike the Kahala location the attitudes of the employees don't suck. (I have had multiple rude experiences with the kiosk at Kahala can you tell?) they always greet me at the door and sign me in and someone is usually there to assist me and address all my questions within 10 minutes MAX. My most recent visit I was assisted by Minh and he was a delight. Without giving away too many details I knew exactly what I wanted to walk out of the store with and he delivered that and more than I expected which was exceptional customer assistance. I will continue to go out of my way to make trips here for all my cell-phone/device needs. read more

Customer service here sucks. I was not greeted nor felt welcomed. There's usually someone in the front I would assume with my other visits to the other locations someone's in front to check you in. I usually go to their pearlridge/pearl city location to pay for my bill but came here as I had some time to kill, bad idea on my part. There is a machine to pay but as I was new to this store I didn't know bc no one had greeted me or even asked as I looked through the store. I understand that some were busy with a customer but acknowledgement would be nice. Lesson learned though, staying away from this location for ANY future transactions. read more

Andrew had a bad attitude and instead of helping us and answering questions and taking the time to explain how our plan worked, he just seemed irritated and told us to call the Verizon Call Center. However, later we were helped by Minh, who had great service. He was very friendly and made me feel very comfortable asking questions and seemed to really care about my needs and helping to find a solution that satisfied everyone. read more

Slowwwwwwww.....here at 900.....it's now 935. Just doing a return. Originally told 5-10 mins. When I asked him my position in line he said same as 900 so I replied so 5-10 mins and he said I told you that was just a minimum. Also had a little attitude with his message. Not very happy......not the first time either. Get more staff and lose the attitude read more

Excellent customer service from my man Mike. Explained in details all the services they provide and gave me the best options that fit my budget. I will be a Verizon member for life. Thank you Mike for your services, see you soon bro. Rajah Dat read more

I came here to exchange a phone that I had ordered from verizonwireless.com. I was there for 2 frickin hours! The first hour was the wait, although when I signed in I was the third person down for customer service. The second hour I was waiting for the guy to process my exchange. Their computers were acting weird so I guess it wasn't their fault but geez, an hour? The employees were nice and they thanked me for waiting but they need to figure out a different waiting system and hire more people or something. Next time I will avoid coming to the store and just do it over the internet or phone. read more

This retail store is usually busy. Park in the parking structure and bring your parking ticket. They do validate! We came in to this store on Kapiolani to update my parents' phones. Two months ago, my parents came in and looked at the phones that Verizon had to offer. They never found any cell that they wanted to purchase. So, when my sister and I came here for a quick summer getaway, we decided that we needed to help them purchase a phone that they would want. Like every phone store, you have to sign in and a representative does help you shortly (so they say). Since we had to wait a few minutes, we perused the phones that were displayed. Within ten minutes, our names were called. So, I suppose it's the time and day that you go in when the store is busy. We came in on a Monday after eating lunch. Our representative let us look through the phones and answered all the questions that we had for him. We also made many changes, so there were many transactions that took place. It's so easy for a representative to not be helpful and give us a runaround, like many other service representatives had. Jimmy did not! He also gave us suggestions, tips, and asked us questions that will benefit my parents' phone plan usage to the maximum. We walked out with three phones with rebates. This has been the best service that we had with Verizon yet! I know my parents, especially my mom will be visiting this store soon, so she can take those free classes that Verizon offers. Thank you Verizon for offering classes to the not so techies. I feel more assured of our purchases! Thank you Jimmy for your fabulous understanding, patience and customer service! read more

I would give zero stars if I could. DO NOT GO TO THIS STORE. I have been a verizon customer for many years and the company itself is very reliable. But this store is the sketchiest store ever. They will sell you plans or upgrades without fully disclosing accurate information so you do not make a decision that is best for you and your wallet. Do not sign any plans at this store, you will save yourself a lot of time and money. Do not EVER accept to be helped by a worker named Dan. read more

I was seriously considering changing to Sprint this time around but after the fantastic service I received from Mike Chang I decided to sign another contract. Not only was he willing to spend the time to explain the features and sold us 2 bundles of accessories that we really needed but at the end he gave us a number to contact him just in case we had any other questions. We are seniors so of course we had a few questions expecting him to call us back the next day since it was late and near closing but instead he diligently called us last night after he had already clocked out to walk us through our cell phones to make it work and bring out the apps we needed. I called Verizon in the mainland 1-800-922-0204 and spoke to a technician for assistance but he had no clue on how to access the features we needed but Mike had no problem at all. Best service we ever received at Verizon. Thank you so much Mike! Janice Wong read more

I will not list any names in here because I believe that criticism is destructive and I would rather just be able to make other customers aware of what they should do and not so much put someone else down. I went to Verizon in December And ended up purchasing four new phones. In the process I got overcharged for a bundle of accessories and I bought Two Samsung note 10 Which were supposed to be buy one get one free but were not so I ended up paying more than I I was told I would be at paying at the time. I also purchased two iPhone X And And was told I would be getting a promotional price for both phones and I did not receive that. it was supposed to be about40% off of each phone. I have been back to the store over four times and spent over two hours on the phone with customer service trying to get this straightened out. That's That's about a total of seven hours trying to fix it, that's hundreds of dollars in lost time for me. And to top it all off, it's still not taken care of. The whole experience has been a terrible bunch of bullshit. I even tipped the guy who helped me the first two times I went there. So in the end I spent over $4500, was overcharged approximately $1000, Wasted 4 to 6 hours of my time which is approximately $4-600 of pay, Overcharged for accessories that I was told I would be refunded for but never saw a refund for about $75 and it still hasn't been taken care of. I finally contacted a A manager at the store after being told by customer service on the phone to do so and that took care of absolutely nothing. The manager said he would call me back in a few days after looking into it., He never did, I have to call them back to find out that the original person who did my sale was supposed to inform me of a resolution that never came about. So in short, I just want to warn other consumers to be careful when you're at the store because in the end if things aren't done right it'll end up coming out of your pocket and not theirs. I have also wondered if I was just given the runaround to get me to give up trying to get my money back as I have done so. Spending any more time at the store would just be frivolous, unproductive and provide no results. That's why you really got to be careful when you're making the initial purchase. The people there are very nice and mean well but I just didn't handle my purchase well from start to now, which I can't even see is the end because it Was never taken care of. Now I am under contract for the for the four phones that I bought that day in December but after I get off contract I will be looking for another service provider. They were also a few other things in this transaction that were not handled right but I just want to give future advice to help customers before they go. I'm so unhappy with this experience that I'm actually considering using my tax return to pay off these phones and get out of my contract with Verizon and going somewhere else instead of taking a vacation this years read more

I don't get new phones often and i try to avoid going into any phone store if I can. Due to unfortunate circumstances, I had to go this time. I went to the Verizon store on Kapiolani & Keeaumoku. Fortunately, the overall experience there was positive. I walked in and was greeted very quickly. Michael at the door promptly put me on the waitlist to get assistance. I briefly mentioned the type of phone that I wanted and he directed me toward where I should look. The only negative part was the wait. There were a bunch of other people there getting assisted so I understand the need to do so. I wandered around the store for a bit and the same guy from the door told me that I was next and he answered a couple of questions for me while I was waiting. This helped expedite the process later when Michael was able to leave the front of the store to help me. He was very friendly, very patient (there was one thing I had to do that took a while), and knowledgeable. I appreciated his customer service skills. As I said, I don't really like going into phone stores but Michael helped make the experience easy for me. Mahalo. 5 for service for minus a point for the wait. Maybe more seating in the store for people to wait on? read more

I dont ever write reviews but i feel the need to write this one. Me and my moms been using this location for atleast 5 years. Today she went in for technical support. She had an alert popping up saying to update one of her apps. This was around 11:30 one of the workers a hapa guy with a small ponytail was telling her she needs a new phone?! And that it was from samsung and out of his control? I guess he had a concious cause he waves her back in and deleted the alert but seriously.. would u want to rip off an old lady? hope that worker reads this and changes his attitude and mindset for 2020! Happy New Years read more

Verizon has the best coverage above all, and for exceptional service go see Cue Lee!!! He helped me on Christmas Eve and he's so friendly and professional. He greeted me as soon as I entered the door and helped me right away. He answered all of my questions and is a genuinely friendly guy. read more

Today I reluctantly ventured to the Verizon store, on a Saturday, to upgrade my iPhone. I almost always do this type of errand on a weekday to avoid crowds but today was an exception. There was a tiny wait for an available representative but that's to be expected on a weekend. Ninh, my rep, was very helpful and knowledgable. He made my visit to Verizon a pleasant experience which was unexpected. read more

This is absolutely the worst Verizon store I have ever been to. The workers are very rude and practice sleezy sales techniques to charge your account. I was in for a free upgrade and somehow it ended up charging me near $100. I called the corporate costumer service an the said the store made a mistake. Guess what? It just happened again, the exact same thing! I am now an AT&T costumer read more

Customer service: Name and number for the wait list. Me: (politely) I have to be out of here by 30 minutes... Customer service: (cuts me off, rolls his eyes) Name and number for the wait list. Needless to say I'll never go back here again. And as soon as my contract is up I wont be renewing with Verizon. read more

This store is the most problematic place to get a phone and service from. Originally I was happy with the service we got from Rivers. Until he messed up and put my girlfriends number on my phone, and my number on hers. Why didn't he start over and fix it, I have no idea. Laziness I'm assuming. So we wait for the problem to be fixed. THEN to find out my girlfriend has no service on her Apple Watch which we pay for but mine does. Here's the kick out of it, when I call people from my watch ITS REGISTERED TO HER NUMBER BUT SYNCED TO MY IPHONE. I've called countless times for this problem to be fixed but for some reason I can never get in touch with a manager. His name is Tyler and he has not contacted us to fix this simple problem that's still going on. We got our phones in JUNE. And now they have the nerve to tell us if we don't pay our bill, they will shut our phones off. Uhmmm we signed a contract for our bill to be split in 2 payments. So many stupid mistakes that could've been resolved if someone were to just help us. If I could give zero stars, I would. I'm even thinking about taking my business else where. read more

I can understand the frustrations people have when dealing with a large company. I haven't had great experiences with Verizon in the past, but have come to the realization that its not the company that delivers great service to its customers, its actually its employees. A company can mandate that quality customer service be provided by its employees, but if the company does not positively reinforce this "mantra", why should the employee comply? Regardless of Verizon's training and compensation policies, I only expect mediocre service at best from a large company. I give this location 5 stars due to my continued interaction with SIA. HE IS THE MAN. I was hesitant to write this review and expose how awesome he is at providing solutions, but realized it wouldn't be good karma. Its like finding a good barber and keeping that secret to yourself for fear of EVERYONE going to see him for service. I always go to this location specifically for his help. I've been to many other locations on Oahu, and Sia by far has understood my situation and provided Verizon solutions to match my needs, especially with the complex family plan plan. Many other Verizon agents that I have dealt with do not possess the depth of knowledge about their company's plans as Sia does. It was strange dealing with a different agent at a different location after getting help from Sia. His patience in explaining the plans and understanding the customer's needs far exceeded my expectations. I am surprised he is not running the show at that location by now.... He is a diamond in the rough, and definitely a model employee than ANY company would be fortunate to have and should fight to retain. If/When I start my own business, I am stealing Sia from Verizon. Verizon be warned! read more

I just moved from t mobile. Sean helped out my wife and I. Very helpful store and great service. T mobile version of customer was scribbling some numbers on scratch paper to tell us what our monthly would look like. I had to ask what each number represented. It was like pulling teeth. At Verizon, Sean helped us find the right plan and even helped us find the available/appropriate discounts. I am giving Verizon 5 stars ONLY for the store's customer service. The coverage and data is not included... That review is pending. read more

I admit I was about to cancel my service with Verizon because of some bad experience in terms of customer service from their call center and their location in Pearl ridge. But the managers Josh and lyssley (not quite sure how to spell her name x.x) were excellent talk about perfect customer service honestly the professionalism and dedication they showed was outstanding I will also be writing a letter to their corporate office it was that amazing what they did to help me out. Also Neil and Marlene were the amazing sales associates that helped us after we resolved the issues with the managers. I will honestly only be doing business with these guys here at their new location in the guardian tower. I'm not sure what else to put to explain just how awesome their service was. read more

They got with me quickly and found the notes left by a prior agent. That's the record for the shortest time I've had to spend in a Verizon store anywhere. They were awesome read more

Wish I could give it a - stars review. Jones is a trip rude an kept trying to twist what I said to see if I was lying I guess . Not the first time his been rude don't help if u don't. Like someone. Plus the same phone they want 399.00 for is 99.00 on line. What the hell. Worthless, overpriced an rude! read more

Coming from a customer service background I must say they truly know how to let a girl down. Each visit was poorly handled by multiple nonchalant reps. I never thought that a visit to a phone store could suck hours from my day, 3hours... Really? Mean while feeling uncomfortable and awkward due to the poor communication and "secretive" moments. Soo much to say, so little time. Each location has proved to be a joke. read more

Seriously the worse customer service. They take FOREVER to call you back if they even call back. Their was a mistake made ON THEIR PART which is costing me $500 and they said theirs nothing they can do to help me. It's been going on 3 months of going back and forth. I'm a very patient and calm person and I think that's why they're not responding to me. Maybe if I was like everyone else who yells and screams at them they'll actually do something. Don't waste your time here! read more

You come here and you'll jus have to waste a lot of your time. Not recommended. The little kiosk in kahala mall has more workers then this place. read more

How crappy can your service be when it take almost 2 hours to get a new phone and transfer everything! That's the worst customer service ever! read more

The workers here are very friendly and knowledgeable. They can trouble shoot any problem very quickly. The store is roomy and well organized. read more

There are so many workers milling around, but it still takes forever to actually be helped, even for simple things like paying your bill. With only two cash registers in the store, anyone with a complicated "order" apparently can slow things up for everyone else. It must be abundantly apparent to the employees how slow things are - the management should at least make an effort to fix their processes to speed things up. read more