This will be a shout-out for a superstar named Rod! It was time to turn the old phones in for the trade value. Owen is gone and we got a guy who was passive and seemed unconfident. Each of us needed a password to complete the factory reset (we should have done it at home where all the passwords live). Excruciating trying to execute this procedure in the hot lights of the store. We left unsuccessful. A couple days later we return and Rod (another former Verizon employee, rehired by this vendor) supported us. Confident, empathic, knowledgeable and patient. The iPhone was good to go but the Samsung needed more attention. The battery died before the reset was done but I was oblivious to that. Rod called me to let me know he would charge it try again. I had uninstalled and deleted everything plus went through some of the resetting steps, just not the full wipe. Thank you Rod! read more

My experience with Rod when I bought the phone was excellent - he was knowledgeable and helpful. HOWEVER, yesterday I went back with a problem on the phone. The guy on duty at 10 AM Saturday morning either needs to be trained better or find another position. He obviously doesn't understand Android, and, rather than looking up the issue I was having, insisted there was no problem - as if the phone stuck in a system loop that drains the battery isnot an issue. That is after I showed him the article on Google that discussed the very issue I was having. I went to the Verizon store in Hawaii Kai - the man there quickly diagnosed the problem, looked up solutions, fixed the problem in less than 10 minutes and waited until we could confirm it had been solved. Five stars for Rod at Kahala. Five stars for the Hawaii Kai store. Nothing but dismay at the lack of interest, knowledge and customer service from the man I encountered yesterday at Verizon Kahala. read more

No. I donʻt think so. I helped my 82 year old mother sign in with the person who greeted us with a tablet. She checked us in and let us know that my mother would be notified through text or phone when it was time for her to be serviced. We ended up waiting for 35 minutes. Poor customer service. I do not recommend. read more

Verizon - Interior - Mobile Phones Near Me - Honolulu, Hawaii

Knowledgeable people work here! They are very helpful and sincere in their transactions with customers. I experienced this over the phone as well. read more

Great team members here. They were so patient working with an older family member who is not as caught up with technology.

20 years I just can't stand the very rude service at Kahala Mall will be switching carriers -Save your time -unless you like abuse -several of my friends already switched. read more

This location, too small and also bad service they cannot do anything for you。I Won't be back again

A one star would be too high of a rating for this location. Horrible customer service skills or lack thereof. I was checked in and waited for the only person helping customers. Sat on a table while waiting. Noticed the worker that checked me in walks out from the back of the store with another employee. Meanwhile the service rep is done with the customer. I look up from my phone and hear the two workers talking AND the service rep is standing by a counter staring out the front door. They were so close to me that if I stuck my arm out I'd be able to touch them. No one asked if I needed help. Funny thing or maybe not funny is I was the only customer in there. Walked out without purchasing anything. Went to Tricked Out and made my purchase there and had the most delightful female worker there. I will never spend money at this Verizon location. read more

The workers here deserve 10 stars instead of 5 stars. They are not good. They are amazing. Wonderful experience tonight. Please give all the employees here a raise!! They have the best customer service!! read more

Bu-loop! Bu-loop! Bu-loop! As I layed down to sleep, all of a sudden I kept hearing a - "Ba-loop! Ba-loop! Ba-loop!" What was that sound? Why it was my phone that was on my phone charger, and that sound usually happens when I first put my phone on the charger to charge up. Now the real question is - "why was my phone repeatedly making that noise???" Especially since I just put it on the charger before I went to bed....... After a few more - "Ba-loop's", I just couldn't stand the noise anymore so I got off my bed, and walked back into the room where my phone was being charged. At first, I thought something was wrong with my new phone, but after I touched my phone charger, my charger was on FIYAH!!!! Oweeee!!! That's what happened when I touched the HOT phone charger to disconnect the charger from the electrical outlet! Well, that charger went straight into the trash can, and that's how I ended up at the Verizon store inside of the Kahala Mall shopping center da next day. What can I say about my experience shopping at Verizon? Safe, and very good customer service! The discount on my phone charger was just a bonus! Kinda like puttin' da cherry on top of my custard pie! :D So here's how it works during Covid-19 times......... As I arrived at the Verizon store (they are located just across from T&C Surf - Town & Country Surf), you can't just enter the store. You must wait outside until a Verizon representative comes out to assist you. I guess they are doing this to limit how many customers can go into the establishment at once, due to capacity limits during Covid-19 times. A good thing, as it keeps everyone safe! The clerk that helped me (darn, I forgot to get his name) was very helpful in assisting me on finding the charger I was looking for. As a bonus, I got the charger for 1/2 off! Can we say "DEALAGES Yo!" After picking up my charger, the friendly clerk guides me to this kiosk machine, and I just make my payment via credit card to this machine. I get my receipt, and BOOM! I'm out da door like a flash! What a wonderful shopping experience! Should I need something else in the near future, I'll be sure to head back to this Verizon store! read more

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I would give this place negative stars if it were possible. Arrived at the store right after they opened about 1015am. An associate meet me at the door, there was one person in front of me that checked in and then the associate checked me in. He asked for my phone number and sent a text, which stated there was one person ahead of me. I waited for an hour and noticed the next two people being called had checked after me. I stopped an associate to inquire where i was on the list, he asked for my name and couldn't find it. He then asked for my phone number and still couldn't find my name. He then told me, he placed me on the wait list and I would be called when the next associate is available. I told him I'd been waiting for an hour now and I didn't want to wait any longer and that he needed to do something about it. He said he couldn't do anything and I would have to wait. (Idiot). I asked why he couldn't help me and he said he didn't have a sales number to sell me anything. (or something Ridiculous). I asked what he was there for and he said he there to escalate things or some stupid reason, basically he was worthless. I asked for a manager since he was an idiot and he told me he was the manager (Chris), which really gave me less confidence that I was going to get anywhere with this incompetent person as a manager. If you think about going to this store ensure you keep an eye to where you are on their waitlist, obviously they don't know what they are doing and don't know how to manage the store. I've been a Verizon customer for nearly 30 years and they used to be a brand that stood for excellence. After this incident I'm questioning whether I should be so brand loyal. read more

Visited the store on Sunday, June 8th to switch 3 phones over to one of their plans. Stanley was so helpful, patient, and professional in communicating the options and what he felt would best fit our needs. Adam, one of the store managers was great too. He popped into make sure we didn't have any questions and was also so kind. Great service and we are very happy with the experience bc we have had really bad customer service on different occasions. read more

Had an awesome experience with Nick, who was kind, knowledgeable, and patient. He came up with solutions I didn't expect and took care of my problem (damaged phone needing replacement) right away. His advice was excellent. I was so impressed that I went ahead and bought my husband a new phone as a surprise. I live closer to the Kapiolani location, but would go to this store in the future. Best customer service experience I have had in a while! Thank you!! read more

Appreciated being greeted at the door, very little wait time, excellent customer service and technician patiently answered each of my questions. Was in and out in reasonable amount of time with an excellent set of products. Thank you! read more

Business is located in Kahala Mall by Il Gelato. 2 of my friends recommended this location as they are not too busy as compared to Ala Moana location. You need to make an appointment through application which is every 1/2 an hour. My appointment was from 12:00 to 12:30 pm. I got there about 11:30 am and checked in with employee. He said that we will call in 10 minutes. The store is small and cozy. 3 employees were assisting customers. Employee Daryl assisted me in finding my best deals for my new plan and phone. State of Hawaii employee used to get discount on phone plans but now only on accessories. Deals included trading in my old phone; getting Verizon credit card for autopay; buying bundle of 3 accessories of phone protector, phone case, and 5 port charging hub; and insurance in case my tv gets damaged. He gave me instructions on how to transfer data from android to apple phone and box for mailing phone to mainland. read more

Absolute horrible customer service. Avoid this place. If you must remain with Verizon, drive to Hawaii Kai near Costco for much better service. I changed my family to another carrier who appreciates the business. I just had a question regarding my service, but Craig was very rude and condescending. It seemed like he had no time for me unless I was buying something from him. Maybe he was having a bad day and I'm not sure if he gets any commission for renewing contracts, but he sure didn't seem interested in anything I was asking. The final straw was when I asked him for a printout of his instructions so I could go home to address the issue online. His reply, "NOPE". I asked if I could take a picture of the instructions? "NOPE". So I "NOPED" right out of there and straight to Costco to sign up for AT&T. Three lines, Three new phones, plus $300 dollars Costco gift cards and all for half the monthly charge. read more

If you get Craig you are in good hands. He helped us order another phone quickly when we lost ours. He helped us with using the insurance and was very clear and informative in helping someone who is not very technical. read more

(Review 4 of 2020) First of all, you walk in and see 3 Customer Service Reps (CSRs) with customers. As we walked in, none of the CSRs acknowledged us. Hmmm, not a good start. The set up looks similar to the Apple store around the corner. Accessories & phones mixed up on the left/right sides of the store. There are some other stuff on some smaller displays in the middle. There is a larger table with chairs/stools towards the back. Oh hey! There's a computer & printer half hidden in the back. We ended up standing practically next to the large table in the back on the right side. Hmmm, 5-10 mins pass and still none of the 3 CSRs acknowledge us. One of the CSRs that's helping a family in the front a few feet away walks past us & he never said a word to us. Wow! Are we invisible?? There's a young male CSR helping 2 older ladies at the large table in the back a few feet away from us & you would think he would say something. Nope! The 3rd CSR is the farthest from us across the room on the other side of the large table helping a guy with his issue. Ohh here comes another guy from the back room. He walks around the backside of the large table by the 3rd CSR, avoids eye contact with everyone in the room (ie. staring at the walls, tables, paperwork, etc). He walks to the middle of the far wall from us, takes something out of the hidden drawer behind the display & walks briskly to the backroom. Wifey & I looked at each other and I can tell she's getting more and more irritated. She is usually a lot more patient than I am. Wifey later tells me the 3rd CSR said something briefly acknowledging us. I didn't hear him. A little after the 3rd CSR supposedly said something, I walked towards the back to see what the back looks like. Like I said, there's a desk w/ a computer/printer & hmmm, there's a closed door that looks like a back office. I'm getting more and more irritated. The 3rd CSR turned to me & said they'll be right with us as they're finishing up with their customers. Ok, doobee doo... twiddling my thumbs. So far this place is barely getting a 1/2 star rating. It took a while for the 3rd CSR (his name was Daryl M.) to finally come up to us & try to help. Wifey was ready to walk out & didn't want anything to do with Verizon. This is a constant problem with Verizon, customer service is practically non-existent with their CSRs. Wifey & I each have at least 20+ years of customer service behind us. What a lot of these places don't realize is that customer service is supposed to be welcoming. We're in Hawaii! We're supposed to show Aloha... aren't we?? I sooo didn't feel it at this location. I told Daryl that the customer service there is lacking... big time! Apparently their CSRs are so used to a kiosk style they only work with what's directly in front of them & disregard everything else. WRONG MENTALITY!! You're in a store now! Everyone should acknowledge the new customer walking in. Each CSR should just tell their customer "hold on one sec"... then to the new customer "Hi welcome! Someone will be right with you". Not just an automatic, robotic, ugh I have to say it, I don't wanna be here kinda acknowledgement. If you're constantly thinking that, you're probably in the wrong job. Oh and we found out that guy that came out of the back room was just the manager & can't help customers like the CSRs. They should have a greeter to check new customers in. You look at Apple, T-Mobile, and other big customer service stores have a greeter or someone to check you in. Think about it this way, everyone is a customer to someone else at one point in time... every single day! Wouldn't you want to be acknowledged, someone to say hi, to smile at you? With all said & done, Daryl did help a little with some of our issues. He gave us his card w/ his direct # & email so we can contact him with any other issues. I hope management is looking at the Yelp reviews & will do something about all their locations, especially this one. I will only come back here if Daryl is here since it seems that he is the only one that showed any care. For Daryl I give another 1 star. I know that's only supposed to be 1 1/2 stars, but the review won't do 1/2 stars... so I round up. A Hui Hou... maybe. read more

This Verizon is in a kiosk outside of California pizza Kitchen and Macy's men's in Kahala Mall. The service here is excellent. The young gentleman that helped us was friendly & knowledgeable. We were actually thinking about switching carriers, but we ended up not switching because the customer service is good & the phone service is also. The parking lot is the Kahala Mall parking lot right out front. read more

Verizon - Mobile Phones Near Me - Honolulu, Hawaii

John-Isaac was very helpful in getting us a new phone. Took good care of us. Mahalo bradda

Terrible customer service at this location. Checked in when I arrived and no worker acknowledged me. They treated me like I was invisible and kept ignoring me when I was trying to get their attention. Waited for over 30 mins and as other customers came in and checked in, they would help them but continue to ignore me. The longer I waited and still no one had the courtesy to say sorry for waiting or just acknowledge that I was waiting this long. read more

Had a 1pm appt, checked in 20 mins prior with the manager. Waited until 130 for a call. Saw staff just standing around shooting the breeze. Approached them to inquire and they had somehow missed me. Very disappointing. Once in the appointment service was satisfactory but being that it is December we all have busy schedules and need to get business taken care of in a timely fashion. Needless to say I was very disappointed to be made to wait 30mins unnecessarily . read more

5 stars for Giana. Always helpful whenever we need to go to this Verizon. This Verizon store is in the Kahala mall.

I cant avoid the impression that Verizon is almost scam like business. Just do not fall for its misleading Ads. The bait and switch practice or speechlessly unorganized and disconnected internal customer service department or broken communication amongst their own department...all that should be closely investigated and penalized by appropriate govenrment agencies and make their business practice changed or go bankrupt. Its customer service is non-existence. They make you work for them. They claim they are the biggest network company that has best network. So... does that justify them to be totally unorganized that service reps online and store managers do not know about their own operations?! The branch manager at this location had that speech to me. I hope Verizon don't train their branch managers for that kind of mind set. She was shameless that she does not know what her call center staff was advising and instructing customers. I've never experienced such a shameless thick skin customer service professionals. And she was even training her staffs at the store. Training how to avoid and dodge customers?! Verizon, specially at this location, supposedly the branch manager, they were a horror show! She should be re-evaluated for her job. Or she is the Verizon. Customer is asking why their internal communication is so broken that their customers must to go in circle, waste time and money? If you don't know why, just 'professionally' admit that you dont know why, and apologize to your customer. And advise the customer that you will try to find a way to change, improve and follow up. Instead, what she did was all dodging. Very wrong. read more

Verizon - Shameful Verizon branch manager. - Mobile Phones Near Me - Honolulu, Hawaii

While being a regular here for the past year I must admit they provide great customer service and are very knowledgable. But I had to drop 1 star off only because the glass screen protector did not protect my phone screen.... If I were you and you're planning on getting a screen protector to prevent your screen from cracking I would double check with the quality of their screen cover brand.... I dropped my phone once by accident while getting out of my car this morning. I saw the glass screen protector cracked then I took a good look at my phone again and realized that the edge of my actual phone screen was shattered from one end to the other. Unfortunately I was not able to get a replacement for my glass screen protector according to the Verizon team in Las Vegas, (the glass screen protector is a different brand from where I had originally purchased it which was at this location in Kahala mall.) I ended up purchasing a stronger glass screen cover that literally covers the entire iPhone 6 screen along with a free one, life time warranty and a free $25 gift card... I was quoted $190.00 for a replacement to get my screen fixed but decided to skip it as I can get it fixed else where at a reasonable price. I really do appreciate the great service you folks have provided me but I am sorry... I was not pleased with the out come on the glass screen protector. read more

Verizon - Got out of my car and accidentally dropped my phone. Glass screen protector didn't protect my iPhone 6 screen. - Mobile Phones Near Me - Honolulu, Hawaii

I love the case I got from my visit here on Sunday Feb 28, 2021. It was an URBAN ARMOUR GEAR case which is protective. But the honest truth is that I wish I never went to the Verizon store to get my iPhone 12 to begin with. The reason why is due to factors such as cost. The cost is a bit high and I feel that I may have wasted a bit more money than I could have saved if I had went to the Apple Store instead...and just paid for the phone out right. Shawn the mngr and Ty who helped me... helped me into an overpriced plan that I later felt was unsatisfactory. But of course I do not think I am capable of doing much as it has been approximately seven days to date. read more

Annaliese was awesome!! The wait was long and they were super busy but she took the time out to listen and resolve my problems!! Made recommendations to save $$ and even gave me many different suggestions!! So thankful and knew her stuff!! Thank you annaliese!!! Appreciate your help and awesome customer service read more

Horrible. I don't even work for Verizon but the sales agent knew close to nothing about plans product and promos. Glad I switched to t mobile!! read more

Can I leave negative stars please? This company allowed someone to use my fathers social security number and my name to start an account and not only that but did not even investigate knowing that my ssn was different. This should be looked at as a serious breach of security and should not be taken lightly. Because Verizon had stuck me in a hole no investigation no nothing, they should be prosecuted for neglecting serious security concerns and violations. read more

Verizon has a little Kiosk in between Macy's and CPK, after many visits to Kahala Mall, this visit will be my very first at this location. Since switching from T-Mobile to Verizon, I am starting to have doubts on Verizon, should I switch? I should... I can't wait to switch carriers! This Verizon location, needs to have an express line on busy days such as Black Fridays. Since I had no luck with repairing my son's Iphone. I wanted see what the options are for upgrades or any specials on smart phones. Once I entered the mall, I went straight to shop and regret I should have stopped in at Verizon first. It was over an hour wait for help with a Verizon agent. I checked in did more shopping, came back within an hour and it still wasn't my turn. I was irritated since it is Black Friday, I had plans to do more shopping and didn't want to spend waiting over hour and half, in line until it was my turn. Checking in with agent, they enter your info in their system and will give you an estimated time. My time was off by over 30 minutes. I was quoted one hour. When it was finally my turn, waited that long, come to find out, I cannot upgrade, no specials on smart phone, and told to take my phone to the Apple Store. I waited this long to find out this, when they should have an express lane for situations like this. The good thing out of this visit, I learned from the sales agent, that for any Iphone repairs that cost 299.00, Apple will replace the phone for you. After getting that tip. I headed straight to the Apple store. ATTN: Verizon, if you have super busy days like this, please consider Express lane for general questions. read more

Verizon - Mobile Phones Near Me - Honolulu, Hawaii

Ashley was a great help adding on a phone to our already Verizon plan. Every time I've gone to the store in Kahala Mall, your greeted right away and they provide great customer service!!! read more

Great customer service here when purchasing new phones. Has some great deals as well. My only gripe is with waiting but it was not their fault. They needed to call Verizon in the mainland to approve something. Three guys apologized for our wait. My back was getting sore and I sat down at the bench and the guy walked over twice to have me sign something so I wouldn't have to get up. Now that's customer service!!! read more

I have never had any problems with any verizon wireless stores and this kiosk continues to provide excellent customer service I have come to expect. You can walk up and take a look at any phone that catches your fancy. Once you show interest in a phone, someone there will be right there to help you out. The kiosk is well stocked with the latest phones and knowledgeable staff at your service. read more

I was little skeptical about visiting this Verizon kiosk as in the past service hasn't always been the best. They didn't have a line when we walked by and the specialist greeted us immediately. We explained to her how we wanted to cancel one phone line and upgrade my mom's phone line. She listened patiently as we talked and even as my mom repeated what we had said. Christine was very personable and proactive. Picking a phone is a big task as you are stuck with it for the next couple years. She took the time to explain the different deals and about the two phones we were considering. Not once did she pressure us into getting something my mom wasn't comfortable with. Christine helped my mom setup her new phone and put the screen protector on. I highly recommend visiting Christine at the kiosk. read more

I don't know why this place gets such low ratings. The guys that work here are always friendly and knowledgeable about promotions and answer any questions I have and help me save money on our phones and bill. They check you in outside of the store and you can walk around if you'd like. Then you'll get notified when you're next and you head back to the store for your appointment. I recommend scheduling an appointment online as this will save you time. The store isn't huge but that doesn't bother me. They're super understanding as I have all my kids with me trying to do transactions. read more

nick is awesome and extremely helpful. my phone was stolen I got stranded in Hawaii and he did everything to get me an immediate replacement so I could work on getting back home. very understanding. I would definitely come back and will stay with Verizon they've always provided me with excellent customer service and this really made them stand out compared to other carriers I've been with. thanks so much Nick read more

The young, tall, nice looking gentleman just fixed my phone in a few minutes..... excellent customer service..... didn't make me feel stupid for messing up my phone. I love Verizon! It's especially good with the new 55+ unlimited plan for 2 lines for$80. Thank you! I'm glad to have stuck with Verizon for all these years! read more

Always friendly service when we stop by to upgrade a new phone or have questions. This location is the best. :)

Very disappointed, when I checked in and asked what I needed help with I told them that I wanted to upgrade to the iPhone13pro. Wait time was supposed to be 30mins, 1 hr 30mins later I'm being helped, ready to upgrade the associate helping was nice and professional but then told me that the iPhone13pros aren't in stock. Why didn't they tell me that when I checked in, why would I wait any time at all for a phone not even in stock. WTF!!!! read more

Great service at Verizon. Was with AT&T for 20 years but after receiving terrible customer service I decided to switch over to Verizon. Briezen was very helpful, he took his time to explain the plans and go over all the extras that come with Verizon. I would recommend Verizon any day over AT&T. read more