Every time I visit this location, I am always taken care of. This store actively seeks opportunities to take care of my bill and phone service. I am a lifeTime customer of this location and Verizon overall. read more

First off, this is not a review about Verizon Wireless Service Provider. This is a review about the staff and service particular to those at the Moanaloa Shopping Center location. We starting our adventure seeking the Droid phone which we love. Day 1: Start to finish 4 hours. - Clerk never once referred to me by my name. - Clerk throughout his speel referred to me has "Husband" and Wife and "Wife" this was very distracting as if extremely Scripted. - Throughout the demo he would Touch his ear, nose, scratch his head. Why I mention this? because with most the phones are TOUCH phones which means you use your hands. He wasn't the most cleanliness looking lad. There were many bottles of Hand Sanitizer but didn't see one of the clerks use them. Day 25 - - "Wife's" hahaha, phone was acting up a bit. So went back to get tech assist. Arrived and it was as if they've never seen us before. The young lady who helped us was trying to be helpful but had very little "Customer Service" Skills. Seemed as if being forced to work. - This assist resulted in a reissue of the phone that would be sent to us via FEDEX. Directed to bring the phone back when arrived via FEDEX. Day 29 - The fun begins. We received the phone and headed back to Verizon and again, it appeared as if it was the first time they've ever seen us. - We signed in. - Approached by "MANAGER" and SHE asked what we were there for. I advised that we were DIRECTED to bring the NEW phone in for further Tech assist. The MANAGER then handed us a brochure and said that we could do this FIX ourselves OR WAIT for the NEXT rep. DUH! Isn't that why I signed in? So I could wait for the NEXT rep? - CAVEAT: We were directed to bring the NEW phone back to continue THEIR assist to US. Now, We live in EWA BEACH. If we could have done this from home we surely would have done that. But that's okay since Gas is only $3.24 that's okay (Sarcasm). Being a good Military Type, I followed DIRECTIONS!! What IRKS me ROYALLY is that MANAGER. To talk down to me as if I was some idiot, hand me directions on how to HELP myself?. especially after purchasing 2 BRAND NEW HTC DROIDS??!!!!!! If this OFFICE earns COMMISSIONS, GO SOMEWHERE ELSE!!! I am normally a very rational patron but when a sales clerk and yes to that MANAGER at the MOANALOA office, you are still a CLERK to the customer. That MANAGER BADGE only affects YOUR staff. You really rubbed me wrong. Final Word???? GO TO ANOTHER OFFICE. NOW! Advice: To Moanaloa Verizon office: You need to work on your people skills. Okay, you suckered us in to buying new phones... and after that display of impersonal relations that's how I feel. Its like you took our money and now your obligation is fulfilled. You may have gotten paid that day, but no longer from us any more. Your Clerk not using our names was so AMATEUR. Using PRONOUNS to refer to your customers shows your education level. For your staff. These comments will go to the BIG VERIZON website for submission. PS: FOR YELP STAFF PLEASE ADD a LESS THAN 1 STAR RATING. YES I'm TICKED!!! (Avoiding profanity) read more

07/10/16 NEGATIVE STARS! First of all, the In Store Pickup was HORRENDOUS!!!!! YOUR "SALES ASSOCIATE" WAS APPALLINGLY RUDE!!!!! HE OFFERED NO ASSISTANCE WITH OUR NEW PURCHASE BUT RATHER PLACED OUR NEW PHONE IN A BAG AND DISMISSED US TO MOVE ON TO ANOTHER "IN STORE" CUSTOMER! When we asked if he was going to help us with the ACTIVATION of the NEW PHONE he was FLIPPANT AND SAID "WELL SINCE IT'S AN ONLINE PURCHASE YOU HAVE TO DO IT YOURSELF OTHERWISE IT'S A $10 CHARGE." We were shocked because this was our SIXTH new phone purchase with Verizon and had never been charge a fee to set up our previous purchases. The only "EXPLANATION" your sales associate offered for the "activation charge" was that because we "BOUGHT" our new phone "ONLINE" and were picking it up at the store they "HAD TO CHARGE" the $10 fee. When we asked if they would charge the fee if we bought the new phone from their location he said "HE WASN'T SURE". This made no sense as the phone was coming out of their inventory and besides that it would have been just common sense and good customer service to help us with the activation process. I also had a specific question about the new data plans and before I could finish asking my question he HANDED ME THE PAMPHLET AND SAID YOU CAN READ ALL ABOUT IT HERE"!!!!! There are some serious FLAWS with your STAFF and MANAGEMENT at this location! This was our first visit to this location and it most certainly will be our last. We drove out of our way to try the in store pickup and we left upset and disappointed. The name of the sales associate was COLIN LINDO and the store location was 930 VALKENBURGH STREET, STE. 207, HONOLULU, HI 96818. We have NEVER had this kind of "SERVICE" at the Kahala Mall Location and have ALWAYS been treated as valued customers! read more

I've been with the same phone carrier for as long as I can remember. My 2 year phone plan commitment had just expired and my phone could no longer hold a charge for very long even with a new battery (this always seems to happen right after 2 years). So I was in the market for a new phone. I wanted to step out of the box and try something different so I visited several different stores. At most stores I felt like I was visiting a hard sell car lot with aggressive salesmen just trying to upsell me on the phone that made them the most commission. Not listening to my needs but having their own $$ agenda. I didn't go in one store because there were salesmen hovering by the door waiting to jump on the next customer who entered. There was actually one salesperson on each side of the door with a group by the register waiting for the next customer. That was very intimidating. At another store I was completely ignored. I was ready to buy a phone but couldn't find the right phone, salesperson, and store to buy it from until I entered the Verizon store on Valkenburgh Street. I was greeted very promptly as I entered the store. I was told how many people were in front of me. She wrote my name down and I got to casually browse through the store without being bothered by aggressive salesmen. The store is clean and roomy with a lot of phones and accessories on display. I was very surprised that they had the phone that I was looking for on display and in stock. I couldn't find this phone in their other stores. My wireless specialist, Benjamin Kirk, did an excellent job presenting the different products and plans to me and answering all of my questions. I felt very comfortable working with him. I was planning to keep shopping but he did such a great job that I purchased a phone with accessories right on the spot. I'm very happy with my new phone and now I'm a loyal Verizon fan. I went back to get a refund on the car charger because I found out that my old car charger would work on my new phone. This time Raymond Stout helped me. He went above and beyond what I was expecting. He didn't rush me and fully explained the different accessories that I asked about. He was very easygoing and friendly and had a wealth of knowledge about cellular phones and accessories. I ended up exchanging the car charger for a rapid wall charger. I left the store feeling fully satisfied with my purchase and service from this Verizon store. read more

The Moanalua service is great when trying to sell you phone service however once they have you, their follow thru is awful and their service to you thereafter is terrible. I would rate them a ZERO!!! I would recommend you take your service to another Verizon store because the Moanalua branch doesn't deserve your business! The salespeople there talk a big talk but cannot deliver on their promises or even call you back as they promise for follow up. The managers there have no customer service skills and in fact I recommend they take some training classes. When we had some concerns regarding the service where Verizon screwed up on their end, not one manager from this Moanalua store apologized and offered help to resolve this issue they created! Great phone service as far as the phone connection, but terrible customer service as far as dealing its people. Very disappointing. False promises on follow through. read more

I just left out if this store waiting to have someone look at my phone. After 40 minutes of sitting and having some guy helped that came in AFTER me I left. Won't be going here anymore. Obviously they need more people there to help customers because having some guy stand at the door doing nothing while 2 others work isn't helping. More of a reason for me to go back to AT&T anyways read more

I don't know about you, but I have a love/hate relationship with Verizon. Service and coverage is great but their customer services (specifically the billing department) needs to step it up. I dread the days when it's time to upgrade as the process usually takes some time and I always feel pressured to buy more than I originally go in for. I've been looking to upgrade to the S5 from my Rezound. First store I went to, the guy was helpful but in the ended couldn't help me out due to a restriction placed on my account (again their billing department needs help). Came to this store with cash in hand ready to buy my phone. Chris helped me out and brought out not only my phone but various cases, chargers and screen protectors. I passed on his bundle deal but have to admit, it wasn't that bad and he didn't try to burn a hole in my pocket. Chris worked with my budget, never made me feel pressured to buy anything extra and didn't make me feel like I was a pain to help (even though I asked a ton of questions). Chris even tried to help set up my Isis account to help me save some cash. Sadly my isis account hates me, but I appreciated his gesture. He never made me feel rushed despite me being there till the store closed. Chris made the experience at this store a good one. It's clean, open, has some benches to sit on while you wait, and the staff seems pretty efficient with their signing in of customers and didn't seem to lounge around like other Verizon stores I've been to. read more

Kimo was awesome! He kept our best interest at heart. Didn't try to over sell, wasn't pushy, answered every question we had. Absolutely awesome customer service! I'm sure his associates were just as helpful. We were just lucky to visit with him. read more

Manager, Mike was very patronizing and flippant that it became very unnerving to work with. We were passed on from a customer specialist that was no different. They both did not want to try harder to get our phone to work. We took it to the Pearl City store and got it working almost immediately! read more

Employees lied to me about deals suddenly ending without notice and the first person I talked to "didn't work there anymore and didn't know where he got the numbers" - when the deal lasted for another month and a half. They waited to tell me until after they activated a new phone, which took a month for things to reset - then said I no longer qualified for the deal because of this... Go to Acadia St or Ala Moana instead. read more

Staff is not friendly at all! Associates are just talking to each other. I did a in-store pick up and they weren't aware of my order. So it took them like 5-10 min to find my order. Associate just put it in the bag and send me off. Also I didn't like the fact they didn't offer to activate my phone. read more

The general manager who's name I can't seem to remember, and Joe were so very helpful. Joe really knew what he was talking about and didn't talk with bias about any phone. I never leave the phone store feeling good but I really felt relieved today when I left. he knew his stuff and didn't judge me when I came in the very next day to switch phones! very good experience. read more

I just went in store to purchase a new iPhone 6 plus case and had the best customer service. Chris helped us out and was so kind and helpful. I had just come from the AT&T store next door and had horrible service so it was refreshing come here and have such perfect service. Thanks Chris! read more

If i could=Zero stars. Verizon sales rep makes promises he can't deliver. Once he makes a sale, he tells you to contact Verizon directly and then never returns your calls. Another sales person is a "know it all" who doesn't like being wrong. Save yourself the headaches. Go directly to a carrier of your choice store. Not this express. Staff are not employees of the carrier's and therefore aren't held accountable. Also, cheaper options than Verizon, especially due to lack of customer service. read more

Not really 5 stars for Verizon, but definately 5 stars for Joe! He is the guru of Verizon and Smart Phones. He is honest, helpful, and an awesome problem solver. He is friendly and always willing to go the extra mile for us. We have followed Joe from Keeaumoku, to Kahala Mall to this location and would gladly follow him if he had to move again. Whoo-hoo! Joe you are the bomb-diggity! read more

Nice store. Horrible customer service. Would give no stars if possible. Helped other customers before me even though I signed in and just wanted to purchase a new phone. Should have been a quick in and out took over half an hour with no new phone. read more

I don't appreciate that i had to go verizon store 4 times it's start on.monday the person.help.up I wanted to up grade my phone and my friend a loyal customer to Verizon for many years wanted to buy a verizon watch and told to come back on tues but wasn't there so we came back on Wed and I think as a customer don't you should explain in detail like cost on bills etc read more

Kudos to Chris for his help with my multi gadget account, helped me to slim down a bit and still have my toys, without trying to add any extra charges. read more

This is the worst Verizon store! DO NOT do business here. They are there just to make a commission. Once you purchase, you can forget customer service! I am still a loyal fan of Verizon. Just not at THIS store. read more

if I could give 0 stars, I totally would. I had verizon for more then 2 years. then I also had there wireless Internet for like $60/month. all of a sudden my Internet would stop working. called verizon & complained because there was no point on me paying for their service when I wasn't getting their service. but no...they told me my device wouldn't work anymore and I had to buy a newer device for like $100. I don't think so. so I wanted to cancel the whole thing. but of course, there was a catch. I had to pay $125 to cancel the contract. BS. I told the reps i shouldn't have to pay for a service that I haven't received. then because out of all the BS I got I decides to cancel my phone. went down to verizon on fort street mall and paid over $600 for the last monthly, & all the BS cancellation fees. (aug 2009) (jan 2010) I get a COLLECTIONS NOTICE saying I owe verizon $60. for what?! called verizon & they couldnt tell me anything except for "call the collections agency". called, of course...no answer. I paid the bill because I don't want it on my credit. (mar 2010) I get ANOTHER notice from ANOTHER collections agency saying I owe $10.09!! WTF!! calle verizon explained everything that happened, I was told "that balance is from 2006". so in 2006 my dads friend that worked at verizon helped me set up my phone because the phone was being shipped to washington state & the bill would be sent to Korea. he made an exception. so, I was told this $10.09 balance I was told was from my dads friend setting up my phone on one line, then opening up my line on another. basically, a verizon staff fucked up...& yet it was still my responsibility. didn't pay the $10.09 instead...I wrote a letter to the president of verizon. got a call from someone in the presidents office with a sarcastic attitude saying verizon made no mistakes, basically just pay the balance. he said I received notices regarding these balances, which I haven't. he said "well, you did receive them...verizon did nothing wrong, pay the balance". BS once again. so my next step was report everything to the better business bureau. reported verizon & who responds to my complaint?? the sarcastic bastard that called me the first time. no help, nothing resolved. just a pissed off customer who will never get verizon again & made sure everyone I know not to get verizon either. bunch of money suckers that don't give a crap, think they're always right & makes no mistakes. BS. read more

WOW! I experienced five star customer service from Robert and Shannon today. They really went above and beyond to help me with a fairly uncommon situation, and I am very appreciative for their time and effort. This experience really helped to renew my faith in excellent customer service and I rarely write reviews, but I had to this time. Thank you!!!! read more

A popular store that is usually busy, but today I lucked out. Got the best customer service from Rolando. He is very knowledgeable and patient. Could not get a better sales person! He was very helpful and kind. read more

My week old iPhone just decided to lock me out on the password screen. Customer care on th mainland couldn't figure out what was wrong I guess it's because they have no control over my phone if it's something that they need to do hands on. So, I went to Verizon at valkenburg and although my phone was a pain in the ass to reset (kept having the same problem even when u reset), they were patient enough to work on it. The tech was nice and most of all, he fixed my phone!!! Thank you!!! read more

I have been to the various Verizon Wireless stores on Oahu and felt compelled to share my experience this afternoon at the Moanalua store. We have a total of 13 lines with Verizon that we switched over from Sprint. We paid thousands of dollars in early termination fees to move over to Verizon for a variety of reasons primarily service related issues. The "800" VZ customer service staff are second to none. Always helpful always have suggestions with their customers in mind. We purchased 4 LG Bluetooth headsets in Feb of 2014. Three are defective and we made numerous calls to the "800" staff and all of our calls are documented in our file. Yesterday, I had 4-6 calls that were affected by the defective headset. One was an important business call from the East Coast that failed. I was told to return the Bluetooth units (3 of 4) to any Verizon store and they would replace it. I had the receipt in hand and TRIED to return it to the Highlands store. We were second in line. We waited about 45 minutes after witnessing someone that walked in after us being helped. Fine.......still trying to be patient regardless of the situation. The woman that checked us in knew we were passed over and spoke to the manager about it and he ended up helping us. We arrived at 1000 and we left at 1130. The store only had 1 of 3 devices on hand. Probably could have told us this sooner. After a 15 min test it was determined that the new one worked ok even though we explained to him that it was an intermittent problem but a problem that would manifest itself unexpectedly. He gave us the one Black device with a new one. I asked him why he didnt just replace it to begin with when he would end up giving us a replacement anyways whether it worked or not. Made no sense whatsoever. We ask him to locate 2 other black devices and he locates it at the Kapiolani store. He gives us his business card and tells us to have them call him so we dont have go through what we already experienced. Long wait there as well. Left the first time and returned about 20 mins later and receptionist says another 30 - 35 mins wait. We left. We went to the Moanalua store and it was so much better and not because they were not busy but their willingness to LISTEN and HELP were really outstanding. I briefly explained what we went through and expected the same treatment but to my surprise they helped us immediately. Unbelievable!!! I spoke to the Jerald who checked us in and he started the ball rolling in the right direction. Another gentlemen asked a few questions then the store manager, REYN KAUHANE, asked a few questions and helped us by replacing the defective units. This took about 10 minutes total. Extremely professional and polite the entire time. Overall I spent about 4 - 5 hours today on the phone or waiting at a Verizon store for no apparent reason and this MANAGER took care of us in 10 minutes. I will not go to any store but this one for my Verizon needs. They are awesome and in my opinion should be your FIRST choice unless you enjoy being frustrated and have nothing better to do but wait in line for hours. Thank you so much for your help and it actually made a horrible day turn out a little brighter because of you and your staff. read more

Fantastic reps, very friendly and knowledgeable. Got the HTC incredible, live the phone service works everywhere. Staff did not "talk me into it" but rather meet my needs. Would recommend this store to my friends. Thanks Verizon. read more

new customers please stay away! i have been fighting to get my bill correct since we started 4 montes ago! now my bill jumps almost $60 dollars. only explanation was i lost credits. what credits? !?!?! they always have to research it! i hope at&t forgives me! read more

I just visited the Valkenburgh Verizon Wireless store, and left feeling worse off than when I arrived. I had been having technical issues with my phone for the past several days,and had already tried receiving help from a customer service rep on the phone a few times, unsucessfully. I decided speaking with a human being in person would be better...boy was I wrong! It was a COMPLETE waste of my time and the employee I dealt with was very rude and unprofessional. Her name is Christine and she acted as though I was a huge inconvenience to her - kept rolling her eyes and treating me as though I was the one wasting her time. All she did was dial up customer service on the phone again and handed the phone back to me, then proceeded to just leave me on the phone to handle it myself as she hid in the back room for a while. I had already been through the entire process on the phone earlier that morning, and the second time around didn't help either. When she finally returned, she just stood there texting people on her phone up at the counter in front of me while she was supposed to be helping me. I normally don't complain abotu customer service, but this particular employee is a complete disgrace and very rude. I do not recommend visiting this location, and I only hope other Verizon employees are not all as unprofessional as this one was. End of story - the person I spoke with on the PHONE while inside their store told me he would send me a new phone..but that didn't really help me for the time being. read more