Upgrading a phone and a plan has become quite the event. It can take hours, like buying a car. But, we went into this Kapahulu store where Selena was working by herself and was so patient and helpful. Although their stock was low and we could only get the phone we wanted in black, we were able to get so much done. She explained the cost breakdown, transferred all our files and apps, and even got us great deals on accessories. She helped us completely transition into our new phones which really took the stress out of changing phones. Whew, what a relief! read more

I needed a new phone and was very lucky to work with Joaquin at Verizon on Kapahulu. He made the process so easy for me, i.e., he did all the work! I woldn't begin to know how to set up a new phone. He was welcoming, patient and explained everything we were doing and that I needed to know. Working with Joaquin was such a positive experience and I so appreciate all his help. read more

I came into Verizon to upgrade my phone and had a wonderful experience. Joaquin was the worker on duty and he made my whole experience so simple and pleasant. This will be my new Verizon location simply because of how good the customer service was!! read more

We went there last Sunday and were helped by Aenoy. Excellent customer service! We bought a family plan for four lines, and Aenoy was very patient in setting up each of our phones. We had met him in the store a week earlier just to ask questions, and he explained all the values and benefits clearly without rushing us to sign up. I felt bad that he was by himself on such a busy weekend. I hope he gets a bonus! read more

Aenoy! Super helpful & patient. The whole process of changing a phone is time consuming yet he answered my questions and concerned. Informed and informational. Thanks Aenoy read more

Im on yelp more to read reviews than I am to write. However, the warm experience i recieved from kayla blew me out of the water. Her kindness and professionalism far exceeded her station. I would highly recommend requesting for her when going to Verizon. read more

Kayla was incredible in assisting mw with my lost apps. Professional, patient and kind!

I went here to check out the phones. Been awhile since I upgraded. Kayla was great in helping me. She thoroughly explain what I would get for a trade in. Unfortunately, they didn't have the phone I wanted in stock. She said she would order it for me but by the time the phone came, I would be off the island. Kayla did provide me with a different location that had jt in stock but I didn't want to try to hunt for it. read more

Horrible customer service by Amanda who had a horrible attitude to which she came off rude with a business account for more than 10 years! Unacceptable!!! read more

Verizon - Amanda who is an employee that needs a little more customer service training or a week off to release negative energy. - Mobile Phones Near Me - Honolulu, Hawaii

Myself and other customers that walked in were not acknowledged upon arrival. Sweet girl, but not cut out for customer service.

Jasmine really should get a raise she was so kind and fixed my complicated issue in a few minutes Fri 8/22/25 Top tier customer service thank you! read more

Activated my phone here and this is not a actual Verizon store the only real Verizon store is Ala Moana and kahala mall this store manager is terrible activated my phone asked for a portable wireless WiFi I can use on the go instead she sold me a home unit after bringing it back twice she still told me it's a on the go device after explaining to her that it isn't and if you google or search the device on Verizon it's clearly a home WiFi unit which I did not ask to buy on top of that she tells me again that I don't know how to use the device when the kahala mall store manager told me she's lied to me twice and told me to not come back after going to Kahala mall store which is a real Verizon store she told me she will block me getting a refund for over charges because I went to Kahala she also told she knows the manager there and that was a lie as well he told me I never met her or know her she over charged me for two month of service my bill is higher than my last one phone After she activated my phone Amanda I asked her since the store windows were filthy she hired me for cleaning because her boss was coming to the store I clean the windows I come back drop off a invoice and she says I don't know you or hired you for cleaning when she was the one that activated my phone her and the workers said they wanted it done she refused to pay me this bussiness is terrible don't shop here Also don't sit on the chairs in the store she don't clean them after a homeless person made dodo on them None of the managers gave me a call back very shady bussiness here the bad reviews on this page is true and accurate read more

Aenoy provided such great service and problem solved the situations that we had ongoing for the past 2 days with the online service. After figuring out a few solutions, we have finally got everything resolved. We have been customers of Verizon for the past 15 years and wanted to remain loyal. Aenoy's personality and knowledge reassured us that he was going to make sure things will get done right. He is a value to Verizon and represents the service and products well. read more

Love the service but they only have one rep to work power shift at a time, this is taking way too long but love the service! Please for the love of god get another person to work the stores, 2 at a time. Don't be that cheap!!!!! read more

Thank you Madison for helping us with dad's phone. She was very helpful. I recommend this kapahulu branch if you need help with upgrading your phone. She will also go over your new plan with you before locking in the upgrade. (Ex:what your current plan is and what your new plan will be after upgrade) read more

I was an emotional reck. I somehow deleted my iPhone and could not get it to work . this agent was so knowledgeable and used his second line to fix my phone . the best customer service ever. made me a very happy customer. thank so much Rin read more

Verizon - The Verizon store in Honolulu - Mobile Phones Near Me - Honolulu, Hawaii

Rude, hostile, terrible customer service and money hungry My phone is not working and can't get into my verizon app. I used my laptop to schedule an appointment today to get help. Upon arrival Nicole asked me "Are you going to buy a phone." I told her I have insurance she said sent me to a shop in Aiea and said I had to go through insurance. I asked her "Do I need anything?" She said "no" and quickly rushed me out of the store. The store stated I needed to file a claim, and needed my IMEI number for my phone which I didn't have since Nicole told me I didn't need anything. I had to borrow my neighbors phone call verizon customer service, get my IMEI number and the number to file a claim. Then I had to file a claim. I left a honest review on their website. So when I was in the middle of these phone calls someone called me from the Verizon Kapahulu store and was yelling and me he said " she gave you the numbers , what do you need." He also asked me how are you answering this phone is supposed to be broken. I stated " I can answer calls on speaker when the flip phone is closed but when I open it the phone is flashing and doesn't work that's why I'm using my neighbors phone to make all these calls when they could of helped me when I was there. read more

100% the service has to improve. On top the people working here seem to keep switching and not allowing one person to work on a purchase/order. The. When issues arise they will reference another person never having a main person that worked the deal. Constantly over and over they will say a different sales rep all the way to a district manager and never get anything accomplished. Avoid. Just go to a Verizon corporate store, not this 3rd party authorized retailer. read more

I went into the store with my husband to sign up for a phone plan. The lady working was not friendly at all and made us feel like we were bothering her. When we would ask her a question she made a face that made me feel like we were stupid. The store was empty and we were the only customers. After she left the store to go outside in the parking lot to make her 2nd personal phone call on her cell phone we decided to leave. When we left she didn't say anything at all. I just feel bad for the company because they are paying her to do nothing and they just lost a potential customer. read more

Hours posted on door and website, 10 am-7pm. We arrived at 9:55 am. No one showed up until 10:30 to open the store. Once we walked into the store, we were told that he wasn't ready to open and we could wait outside. Rude and unprofessional. read more

#Grateful for T what a great experience I will definitely tell all my friends and family to stop by this location so convenient to Leonard's Bakery sad sad no parking read more

Verizon - Mobile Phones Near Me - Honolulu, Hawaii

I was trying to see what plan I had already, what services, I remember that I had some perks but when I went to view them they showed up as $10 charges each to add. Its ABSOLUTE NONSENSE. AND SO MESSED UP! I don't freaking need ir want international calling. Goodness. Everything about my "new plan" is crappy and you can't even speak to a representative unless you pay and extra $10 on your next bill. So now, you're doing the work of their labor costs, paying more, and then paying their labor costs directly when you need them. If this is the future, its not a future I want! Holy crap! Stop spending my money, Verizon, on marketing at football fields and baseball fields for millions. I hope you have so much greed that you go into bankruptcy. Or at least find some freaking ethics to your, "customers!!" We are not doners for your self serving expansion! I do not know what I had, what I want, or how to set it up. Its too convoluted and messy and it should not be left in the hands of the customer. Verizon should be doing their own customer service. Not asking the people who pay them to do it for them and then charge so much for the plans in order and to secretly be saving on labor this way, showing it as a marketing tactic like this should be illegal, making people think they have "more control!" What UTTER BS! This in no way relates to this store. Just Verizon in general. I don't know how everyone doesn't see this or just doesn't care. I am so angry about it!!! read more

I love coming to this location. I know their understaffed but they make do with what they can, and they do a damn good job at it. My friend needed help with a number change and Taylor was working alone. She was busy at the moment but she definitely took the time to stop and see how she could be of assistance. She recommended the best way to go about doing a number change and it really helped. I would definitely recommend this store to anyone and if you go, ask for Taylor because she's super easy going and knowledgeable about the devices/services offered at Verizon. Will definitely recommend to my friends/family with Verizon. read more

I went into Verizon to get a problem resolved from upgrading to a new phone that I got at another Verizon location the night before. I went in expecting the worst because the whole process at the other location seemed way too complicated to get it resolved. Nonetheless, Taylor saved the day for me! Not only was I greeted immediately, but she was super efficient in resolving the issue and apologized for a mistake that she didn't make. A true professional! That will now be my new go-to location. Thank you Taylor! read more

Yelp shows the business open on Sunday at 11:00 until 6:00. The door says it's open u til 6:00. The doors were locked with nobody in the store at 1:30. Don't have that much time to try and understand when they will be there bs when they say they will be there. read more

This is the WORST Verizon store EVER!!! My daughter and I walked in and no one said hello or anything to us. I figured they were busy because there were only 2 people and they both were with customers. However, is a simple hello we'll be right with you too hard to say?? So we walked around and waited. My boyfriend came in and no one greeted him either. We waited around for almost half hour and NO SERVICE!!! HORRIBLE!! DO NOT GO HERE!!! Because of this store I want to change carriers!! #LAZYASSES read more

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Went to buy a new phone a little before 6pm on a Tuesday and the door was locked. Posted hours are until 7pm. Tried door a couple of times and left after a minute or two. Someone finally came out after we had already gotten back into our car. Not wasting my time at this location again... read more

Called ahead and no answer. They only had one person working. No greeter or anyone to answer questions. I waited 45 minutes just to be told they couldn't help me. Definitely worth it to visit a different store. read more

Verizon storefronts are becoming somewhat of a novelty with the convenience and prevalence of online shopping for mobile devices. So, why visit a Verizon store? In certain circumstances, you may need to. Black Friday is seldom the ideal day for a local franchise to shine in its customer service, but what better opportunity to show how a small operation can lean into a crowd of eager shoppers. A line of customers had already formed in the store when I visited. It was my first time at this location, which was still within its first year of operation when I visited. I was pleased to see the store was clean and filled with hand sanitizer (because nothing spreads the aloha quite like people touching every device and surface on sight right after touching their faces). Victra employees promptly greet their customers in a warm, pleasant manner. I felt as though I was shopping back in my hometown outside of the hustle and bustle of the city. Customers are not assigned numbers and the staff quickly refer to you by name to keep you updated on your wait time. Impressive! Personalized service will sometimes take a bit longer than fast transactions prioritizing efficiency. You may find the wait time to bear on you, but it'll be worth it once someone is with you. I was able to leave with my device activated (because the Apple Store was not able to activate a SIM card in a new iPad and did not know how to answer basic questions about activation). For what it's worth, the visit to Victra's Verizon store on Kapahulu was painless. read more

Place opens at 10, it's 10:15, employee finally shows up and locks door behind her. I'm still waiting outside. Going somewhere else.

Excellent service!!! James helped me and answered all my questions and made informed recommendations. He was very patient and helpful. I am so happy with my new Google pixel 3 phone. He suggested great accessories and help me set up the Verizon app so I could check my account. He was the best and you will like him too! Adrian the manager came up to me and said I got a good phone which takes better pictures than his iPhone. I highly recommend Verizon and James at Kapahulu. Thumbs down to AT&T across the street, go to Verizon instead. read more

Above and beyond. Jonah went out of his way to drive his own car in after work hours to pick up a new phone for me. He also remembers exactly what you need. Jonah makes you feel appreciated and valued for your time. Even if Verizon has its stupid or frustratingly slow moments, this store tries to make it up to you in gifts and kindness- even though almost none of the hiccups are their direct fault. Nobody wants to hang out at a Verizon store on a weekend, but they make it as pleasant as possible. 10/10 read more

I ordered a phone from this location on Tuesday. I was told that it would arrive on Thursday, Friday at the latest, for in store pick up. I was emailed the tracking information and saw that it was delivered and signed for at 1:37 Thursday afternoon. I went in on Friday to pick it up. When I got there, there were 2 employees working and helping other customers. I signed in and waited outside for about 15 minutes. One of the employees came out and said that she was going to be at least an hour and a half with her customers and her co-worker was getting off in 10 minutes and wouldn't be able to help me. She told me to just come back the next day. I told her that I had borrowed a car to come pick up the phone and would not be able to get back to the store anytime soon and that I would wait. She asked my name and went to look for it in the safe. She came back out and said she couldn't find it. She didn't offer any solutions for me to pursue. I told her to cancel my order and that I would get it online or from another store. She said ok and walked back into the store without asking for my number or how to spell my name to cancel the order. When I tried to order the upgraded phone online that evening, I wasn't allowed to because she never cancelled my order. I contacted customer service. After almost 2 hours of back and forth, they offered to waive the $40 upgrade fee and gave me a number to call to place my upgrade order. When I called the next morning, I waited on hold for an hour (yes a full hour) before I got a representative. He transferred me to the sales division to complete the upgrade. I waited another 20 minutes before I got a representative on the phone. Overnight the upgrade promo changed. It was $150 last night and dropped to $107 today. The rep offered to credit my account the $43 difference along with the waived upgrade fee. Then we got disconnected and he didn't call me back. I tried calling again, but they were closed. ?! I reached out to the online live support. After chatting with 5 different people (2 supervisors and one person dropped our chat) and 7 hours from the start of the process this morning- I still did not get my issue resolved. Everyone told me that they couldn't honor the waived fee and credit that was already offered/ promised (and was in my account notes!). Finally, at hour 7, the supervisor said he would honor the original waived fee and credit. That was 45 minutes into our chat session after he had told me repeatedly that he absolutely could not honor the credit. I told him at this point, that wasn't enough. I wasted 1 hour at the store the day before, 2 hours with the rep Friday night and SEVEN HOURS today. I asked for Verizon Corporate Customer Service information to which they replied that they don't have a corporate email contact. Seriously?! If that's true, then that in itself is the worst customer service experience. All in all, I've been with Verizon for 18 years and I am not renewing my contract and am switching providers.. read more

Thank you for always patiently helping me!!! You are a wealth of knowledge and expertise. Me Ke Mahalo Nui Loa! read more

I spent over an hour on the phone with Verizon Wireless agents trying to set up a new phone. The two customer service agents were not knowledgeable and could not get the phone activated. The last one tried to tell me Apple sent a phone with a 3G SIM card and that was why she could not activate. We were told to go to a Verizon store and they would replace SIM card. We travelled to the store on Kapahulu and the agent that helped us was Adrian. What a breath of fresh air after dealing with incompetent agents. He had the phone activated with original SIM card in 10 minutes. He was amazing. He was not only competent but his customer service was over the top. I would highly recommend him if you have a problem. read more

On Feb 17, 2020 I ordered an iPhone 11 Pro online through Verizon. The agent promised me that I could pick it up immediately that day. But the confirmation email to pick up the phone never came. Two days and 3 online chat sessions that promised the phone would available for pickup resulted in absolutely nothing. No email confirmation to pick up the phone ever arrived. Out of frustration, I went to directly to the Victra-Kapahulu store and was ready to cancel my phone and account. But as soon as I walked into the store, I was warmly welcomed by Adrian. He asked me how he could help and listened to me vent about my horrible Verizon experience. He apologized that my order was not properly handled and told me that his store didn't have the phone I paid for in stock so Verizon should have cancelled my order right away instead of letting me think it would be ready any moment now. Adrian recommended that I cancel my order immediately over the phone. I told him that I tried many times to get a live person on the phone but only ended up with the useless automated system. He dialed the number for me and actually got me a live agent! So I cancelled the order but was told that I wouldn't be able to get a new phone on my line until that cancellation process finished and that could take up to 7 days. But at this point, I had no choice and cancelled the order. As soon as I hung up, Adrian had some amazing good news for me. He actually had the exact same phone that I wanted. It suddenly became available because whoever ordered it decided they didn't want it. Being as I desperately need the phone for work, I immediately jumped at the chance to get it. Fortunately I have several lines on my account so Adrian was able to activate it on another line. Within less than 30 minutes, I was out the door with the exact brand new iPhone that I ordered. His customer service was efficient and speedy! While he was helping me, several more customers came into the store and he always welcomed them and thanked them for waiting so patiently. Even though I ended up losing my Verizon Device Dollars and the $100 credit that they promised me for messing up my order, I am just so relieved that Adrian was able to get me the phone that I really wanted and needed. His friendly efficient customer service made the experience so much better. Thank you, Adrian! read more

My wife needed a new phone after hers went swimming. Annette was amazing she looked at all the options and we had a phone the same day. She set everything up and we walked out within an hour. Thanks! read more

Paige helped me and what OUTSTANDING service, THE best!!!!! She really, really knew what she was doing and saved me so much time. Last week I was on the phone for hours in regard to my new phone and trying to get it set up correctly with 2 lines. No one via phone could help me so I decided to try going in-person and she took care of me in 5 (FIVE) minutes, in and out, just like that. I've used the KAHAAKO store in the past and it's always been a huge success just wish I had gone there to begin with. Best to make an appointment if possible but you'll be so happy you didn't waste your time elsewhere. Mahalo to Paige especially but 2 times in the past me experiences at the Kakaako store have been great!!!! read more

I've been with Verizon for over 40 years. I work in Hospitality & Customer Service is my #1!! This is the 2nd experience with your Kapahulu store with the customer service being pushed aside. When I walk in a store or restaurants or anywhere else I don't expect to be ignored. I'm very very dissatisfied & disappointed, angry that this verizon store has no sense of CUSTOMERS & what they mean. I know this store is separated from other verizon stores because I went to the Verizon store on Kapiolani & have already talked to a Manager there on my first issue with this same terrible & unbelievable customer service that Kapahulu represents. Again I talked to someone else today about my awful experience at the Kapahulu store & was told that their that way because their not with the Verizon stores as I've known for many years. You should be ashamed to have people working for you with NO CARE about your store! Who doesn't even look at you when you walk in. Who let's me stand there for 10 minutes & when I walk towards that African American worker he looks at me & tells me it'll be about 20 minutes before he could help me. I ask him if there was anyone else here & he says yes my Manager but, she's on lunch. ALL I NEEDED TO DO WAS PAY MY BILL!! 5 MINUTES!! How can I not even get to do that in a so called Verizon store????? ITS SENSELESS FOR ME TO EVEN GO TO THAT STORE EVER AGAIN! For YOU whomever owns a part of that Kapahulu franchise version store...YOU NEED TO CHECK YOUR WORKERS THERE BECAUSE THEY ARE NOT WORKING OR LIKING YIUR STORE!! I will pass this on to everyone about this TERRIBLE SO UNBELIEVABLE NO CUSTOMER SERVICE VERIZON STORE IN KAPAHULU!!! SHAME ON YOU!!! read more

Stopped by a few weeks ago to switch to Verizon. Adrian and Jamar helped us -- they were both great and very helpful. Adrian even followed up via email. There can be a long wait since there are only 2-3 reps in there at a time so I would recommend going when the store first opens or call ahead to see what the wait is like. read more