This was THE BEST experience Ive/Weve ever had with a cellular phone device company. We had already switched from ATT, because Verizon has more bands across Oahu, so now reception hits everywhere compared to ATT, where believe it or not, we couldnt use our cell phones at home, at all! No reception. Anyways, so todays event tops any experience weve ever had with any company. My husbands phone case wouldnt close. We expected a looong drawn out 'sell' on why we needed this and that to address it. It was completely the opposite. The battery had swollen such that the phone case popped open, etc, etc.. lots of problems thus started occuring. We werent forced into a new phone. Suggestions were offered, which we accepted (mind you, we do go elsewhere for 2nd opinions on our phones. Fear of being ripped off) but Brandon, our sales tech was soo thorough and able to answer OUR questions to OUR satisfaction that we immediately bought a new phone... ATT lost my data on prior phone upgrades, several times. Brandon went through the whole phone to assure ALL the data transferred. My husband, (who hates this kind of stuff) was getting into it. Hubby asked questions, and we understood the answers. We werent being taken and we knew it because of past experiences with various companies suckering us. Brandon was sooo patient, showed us everything we needed to know. Enlightened us on soo many things no one has told us before that has cost us big bucks in the past.. You want a good deal, fair shake, OMG, Verizon Kailua is where to go. We left feeling ready to use the phone securely, no glitches, and didnt cost us an arm and a leg. We ARE VERY HAPPY with Brandon and Verizon Kailua.. read more

I had questions about activating a new iPhone for my wife and Bobby was more than helpful in activating the new phone and filling me in on newer Apple technology so I can more effectively utilize my electronics. Quality experience. read more

This was the best customer service I have ever experienced. Chris and Brandon are two professional who believe in making the customer is treated with respect and taken care of in a timely manner. And, they also both made me feel as though I was family. Chris made sure he provided me with the best options based on my phone plans. I see why customers keep coming back to this store for their phone service. The two of them are awesome at their jobs and they are passionate. read more

Went in and found everything I needed. James and Brandon made it super easy and took good care of me. Mahalos!

Needed to get a new phone and so glad I went when Brandon was working!! He set me up with a great new phone, reviewed my plan and got me a cheaper one, was extremely pleasant the entire time, and taught me security tips to ensure all my previous info always gets wiped when turning in an old phone. I would strongly recommend this store and timing your visit when Brandon is working!!! read more

If you need Verizon products, services, whatever, and live in Kailua, go somewhere else. I'm not kidding. Save yourself the frustration, headache and angst and drive ANY distance to a bonafide Verizon store. But, don't go here. First of all, I'm not sure if the staff are paid because no one seems to want to work. And, 2 of the 3 times I entered the store, there was not a single employee present. For several minutes. And yes, there is a doorbell ding announcing new arrivals. I think if you are looking to increase your black market inventory, however, this might be a good provider. Where do I begin? My BlackBerry died 2 days prior to the iPhone 4s launch. I was first told I could pay the $50 replacement fee (what does the insurance I've been paying cover??) and wait a week until I was mailed a new BlackBerry. This made no sense to me when I'm standing in a store filled with phones. I decided to upgrade to the iPhone and was told the phones would be in on Friday. Friday comes. I arrive at the store. No phones. No offer to call when they arrive. No indication that they even know if the phones are coming. You really have to work it yourself by asking for everything: Can you call me when they come in? Do you need a phone # where I can be reached? When do you anticipate the arrival of the phones? Pulling teeth is easier than this. Finally, a call. My phone has arrived. Now the real fun begins. Different employee, same disinterest, same lack of customer service, same discompassionate attitude and again, makes me go through the entire story of my crashed BlackBerry hard drive and potentially lost contacts. (Is Apple the only company that documents these intake assessments??) The employee, who looks like she's about 16, must hear this tale of woe a lot because my plight did nothing to ignite any shred of validation from her. I mean, NO expression. (Hang on, she was very excited to tell me she had been playing with the new Siri personal assistant feature on the iPhone.) Again, I'm doing all the work: Can you please try to retrieve my contact list? Are you able to sync the BlackBerry to an iPhone? Do you offer the Apple Care plan? Do you have protective covers? Can I change my plan? I'm doing more marketing for this store than she is. Chelsea is the epitome of lazy, unhelpful and the antithesis of Sales Associate. Oh, and did I forget to mention that she also deleted all of my voicemails prior to syncing the 2 devices? No, she did not ask me if I had checked them first. And no, she did not apologize for making an irrevocable error. But, she did manage to make it sound like my fault because I didn't read the memo I never received re: Verizon's new voicemail policy. Needless to say, I regret giving any money to this store. As it was, I only ended up purchasing the phone and protective sheets for the glass. I will never, ever spend any more money in this store again. read more

Yep, they got me too, an 80 year old guy and his daughter. Gave us 2 tablets and a jack FOR FREE but did not tell us we were on contract and could not return and was being charged $30 a month extra. Showed them where they wrote down $154 for every thing, and the 1st bill we get is $184. Since then, it grows every darn month, and all they say is "sorry", with a straight face! So we got these 3 useless, non-essential, pieces of junk, which, by the way, both tablets crapped out, and had to be repaired. We did not want them! Sales guys sucks, and so does his manager, like others have professed in earlier complaints. Well, we r going to bite the bullet and pay off the contracts as we are so so so disgusted with Verizon and their monthly increasing phone bills. Had a couple of chats with Verizon and they acknowledge the low life at this store, but, are not sympathetic by saying nothing they can do. Well they can lose a couple of customers, for sure. read more

Our experience with this organization was absolutely horrible, from the staff to the manager. Raelene pulled some sneaky sales tactics on us, went in for a phone issue and she suggested that we upgrade since the upgrade came with a free tablet. Upon receiving the tablet she failed to tell us about the 2 year contract and activiation fee associated with it. My mistake, nothing is for free. Went back to the store to speak with Jason the store manager, I explained to him that I did not recieve a full disclosure on the tablet and I would like to return it. He proceeded to tell me that it was past the 14 days but he would definitely email his district manager to see if he could accept the tablet back and would give me a call back once he got word. A week goes by and nothing, not even a courtesy call. No wonder this place has poor reviews, the onsite leadership sets a poor example for the rest of them. I also want to mention that I turned to the Better Business Bureau to file a complaint and when I got there I wasn't surprised that they had an "F" rating. I will never return to this establishment! The good news to the story is Verizon was very understanding and wiped clean my initial monthly and activation fee. read more

This store did a fantastic job helping me change over to an Iphone 6. While all 3 employees were busy they still took the time to greet me as I entered the store. When it was my turn, which didn't take long at all. Stephan, the manager, was the one that helped me switch to my new phone. He took his time to explain all options. I really did not know about all the new deals and savings that were available! I really am happy that I decided to go to this location. If you need a new phone don't go anywhere else! read more

I have been battling with this store over the same issue for almost 6 months now. Last August, my husband and I went in to have an iPhone reactivated. We should have just stuck to this one simple transaction because everything else has been a major pain. While at the store, we were told that Verizon was running a special on Jetpacks that would allow existing Verizon customers to receive the device and service completely free. (We did have to pay a $25 activation fee, but were given a reimbursement form for it.) The representative assured us that our bill would not go up and that we would not incur any additional charges for it, so we took the deal. On our next bill, however, was an extra $75 charge for the new line, plus an additional $20 for the service. I went to the store immediately to explain that we felt the actual charges for the device had been grossly misrepresented to us. I asked that they cancel the line and refund the $75, but since the 14-day grace period had already passed, I was informed that they would have to take the issue to higher management. I have returned to the store several times in the past 6 months and have basically been shrugged off every time. They keep assuring me that someone is looking into it, but I haven't received a call or email from anyone over the issue. The most they have done is temporarily suspend the line for me. I've also contacted corporate Verizon, who told me that they can't do anything about it since this store is independently owned. Today I informed both the local store and corporate Verizon that if this issue isn't resolved soon, I will be cancelling not only the Jetpack line, but also the two iPhone lines that I pay an ungodly amount for each month. Corporate seemed a little more interested after this statement. If I do receive any kind of help on this, it will not be to the credit of this store. LONG STORY SHORT: Avoid this Verizon store at all costs. 6/20/2014: Brief update on the situation that was, unsurprisingly, left mostly unresolved. Within a few days of my original post, a representative for the GoWireless Verizon stores contacted me in an attempt to sort everything out. She was very friendly and immediately put me in touch with a manager who began reviewing my complaints. After a few phone conversations with him, I was told that my account would be credited $30 (which didn't even begin to cover the ridiculous costs of the "free" promotional item we received from this store in the first place, but I had given up at this point and decided to call that as close to a win as I would get). Unfortunately, that conversation was in February and I have yet to see the $30 credit. I am one month away from being completely done with Verizon, as my contract expires in July. My husband cancelled his line, along with the JetPack, a couple of months ago and we were sure to cite this problem as our main reason for cancelling. Seriously, save yourself the headache and just make the trip to Windward Mall Verizon. read more

I had a bumpy ride with this place on prior occasions, but this last time was great, because of a representative named Amelia! Efficient, informative, helpful, and exemplary service! She is the reason that I have gone back since for some additional items, and will go back again. Thanks Amelia for everything!!! read more

Just went to get my ZAGG screen protector put on. Turns out the protector was so flimsy and the process was so convoluted and unnecessarily difficult that the kind employee just put on a glass one for me! Super helpful and nice. read more

I want to warn any readers that they should not buy their screen protector program. The deal is that they sell you a screen protector and put it on top of your screen for you. Then if the protector cracks, you can bring it to the store and they will replace the protector for you up to 3 times. But then when you go to replace it, they don't actually have it in stock. I first called and ask what I needed to get a replacement screen protector. They told me and I came in to the store an hour later. But then when I got there they said they didn't have the iPhone plus size and they would call me when it was in. Weeks later they called. So I went in a second time and was told that they were out again and that I have to come in quicker next time because they go fast. I was informed that they have a waiting list of 14 and will only be getting a shipment of 10. Once a protector does come on for me, they can only hold it for me for up to 48 hours. They wouldn't let me pay to have it mailed to me. And they wouldn't let me cancel and get a partial refund! A bunch of dumb policies that make the program useless. read more

I had a great experience with the staff at this location. Trent helped me figure out the best options for what I needed. And was very friendly and honest about what I was getting. Raelene was also a delight. Never going back to the ala Moana location again... read more

Jason was very helpful with great customer service. Very informative about upgrades and latest version of phones.

I've had really great service at this store. Jason and Stephen were especially helpful. I would recommend this store.

Great service in a comfortable atmosphere. Garrett was especially wonderful in coaching my father through his first iPhone - teaching him the basics. For anyone who has found the Windward Mall store a buzz of noise and distraction, check out this Kailua store. It's a fabulous alternative. read more

Been in twice for little fixes/ changes for my phone. Angel helped me both times. He was absolutely awesome- helpful, personable, and patient. I hate going to take care of phone issues normally. Honestly, was relieved when I went in the second time and saw he was working. In and out in less than 15 minutes both times. read more

Young was absolutely amazing. He was extremely knowledgeable, honest, patient, and truly makes you feel like a valued customer. I genuinely feel that he has his customers' best interest in mind, not his sales. In addition, I tried calling the store on 2 separate days. The day he was on, he answered immediately and even called me back after researching my iPhone availability! The second day, I called multiple times all day and never got a pick-up or a call-back despite the voicemail indicating I would when my contact was left. When I physically showed up at the store later that day out of frustration, there were 2 other employees working which made me wonder why no one could answer or call me back all day long. When I went back to the store the following day when Young was on solo, I watched him multitask like I've never seen in a busy phone store before. He was setting up my new phone, taking bill payments at the door, AND answering phone calls! Every. Single. Call. Thank you so much for your hard work and reliability Young!! I hope to work with you again in the future and will always recommend you by name. read more

They do more talking than listening. I went in the other day looking to switch carriers, wish I had drove the extra distance to an actual Verizon store. First off, it took a few minutes to even be acknowledged. Then when I was approached, I told him I knew what I was looking to get, both the phone and the plan, but he ignored that and went on raving about this phone and that phone. I had to cut him off and say, "I already know what I want." When I told him what plan i was looking at he tried to sell me on a more expensive one saying I could use more minutes...how would he know? I just said thanks and walked out. read more

Jaysen & Trent, the Assistant Managers offer 1st class customer service and intelligent solutions. I am on my 5th device and feel between my tablets, Galaxy smartphones and iPhone, they have the knowledge needed for my total family wireless needs. Go Wireless in Kailua is one of the best Verizon stores I have been to from Seattle and on Oahu. Understanding that Kailua is a small town, Go Wireless offers great inventory, and awesome customer service. They greet you with a big smile, and respect. I always enjoy my experiences. read more

I stopped in to this store after My Sansung 6 stopped giving notices of incoming text. I am not so "techy" so get a little intimidated about trying to solve the problems myself. Bobby was kind & extremely helpful and easily fixed the problem, after finding some apps that were interfering. He also told me they were the cause of additional ads I had been getting. He answered all my questions and put me at ease. (all without trying to sell me anything). I will definitely go back there again and recommend Bobby to anyone that has an issue with their phone. Andrea A. read more

It was not crowded the 2 times there and got excellent service. Both times there was maybe 2 other people in the store (Wednesday around lunch and Friday after work). Parking was right in front and available on both occasions. The best part of the experience was the excellent service. Trent helped us out through switching our family plan from T-Mobile to Verizon. Took over an hour-and-a-half to get everything done. He explained everything and even helped set us with extra copies for mail-in rebates. Thank you for the patience and service! The next day, a call from the manager Jay told us that he appreciated our business, especially with the amount of lines we switched over. He asked us to come in for some complimentary screen protectors and mobile chargers. The best service from a wireless provider! read more

Brandon and Angel were really nice, very helpful and professional, and definitely took interest in our family and our needs. Honest about the plans. They really care about their customers and are hoping to improve in their service to the community. Brandon was really sad that Angel is relocating to the mainland and gave so much praise to him hoping he can replace him. It's nice to see a manager give honor to his employee publicly like that and we had total respect for that while we were there. read more

No complaints about customer service. Maybe because I knew what I wanted, my rep was efficient and friendly. Best of all, I didn't feel like was being jerked around by by a salesman. Heck, they were down right pleasant. And when I discovered a flaw with the battery case that I did not notice i until the day after I bought it, the replacement process quick and painless! read more

I live out all the way in Hawaii Kai and drive out to Kailua JUST because I ALWAYS get the best service from one of the employees, Trent! He always has the best attitude and always greets everyone with a warm welcoming smile! Always smiling and helping me out with a smooth process. He gives such great customer service!! Thank you trent for being so awesome and always helping me with my phone troubles! read more

I walked in just because I had sometime and wanted to check out the new iPhones. Ben was able to help me look at my plan and see when I'm eligible to upgrade and was nice enough to answer all the other questions I had. I appreciated his patience and customer service and will definitely go back to him for my phone upgrade. read more

I rarely leave reviews but my experience has been so ridiculous because of their errors I felt like others should be warned. I ordered a Pixel 3 during a Black Friday promo. They couldn't even set up my phone correctly and I had to do it at home by myself. My new phone had some problems so they told me they'd swap it out and a new one would be in within a couple days. I visited the store four times and called every other day. Most days no one answered and when I came in the store they'd tell me the system was down or that it was coming and to check back the next day. Finally a manager checked the account and found that nothing had been ordered. By the time I finally got the phone they entered it as a return, rather than a swap. As a result, my promo was canceled and I have fought to get the correct charges on my Verizon account for four months now. Beside waiting so long for a phone that worked, I have called Verizon so many times I'm sick of it all. I've have fine interactions with this store before, but this experience is ridiculous. If you go to them, make sure they're actually doing things correctly and really checking their system, not just making stuff up. They also added charges to my account that I never approved like phone warranties, etc. So much needless time wasted. Go to a real Verizon store if you want immediate service and not the run around. read more

Update: was contacted by manager to see if I would mind changing the rating I gave. Told him if Raelene was fired, I would. Otherwise, no, I will not give your store a better rating because you're trying to kiss a$$. read more

Staff at this store is amazing! They are so nice and helpful even going out of their way to make sure my daughter was equally happy with her new phone. I have been to numerous verizon stores in many different states over the last 10 years my family have been customers, and this store is hands down the best! read more

Raelene Hooked me up.. best customer service, super professional... recommend to anyone..thank you for my iPhone 7+

Got my 3rd phone from this store 1 week ago.It was my 1st smartphone.Went in today for some help and was basically told I was a trouble maker.I so wish I had gone to Apple or Verizon store.There will be no repeat business there for me. read more

Guys there were friendly and answered all my questions. Don't go to windward mall to set up service go here instead. They were fast and efficient. read more

This person who "helped" me lied to me and I have been unable to get issues straightened out. I do not have a landline phone but was told that to get the IPad deal I would also need to get a box that could be used to make a landline phone work as a cell phone. (For people with landline phones who travel). When I explained, again, that I do not have landline phone, manager told me to just put the box away somewhere. NO ONE told me that this box cost me $20 a month. Verizon will not stop charge until box is returned. Box of as returned but Verizon has no record of this and continues to charge me. This store sucks! And verizon isn't much better. read more

Disagree completely with the sentiments of the two other reviews. My wife and I have had very good service, information and advice from this store for five years now. In fact, they are a lot better to work with than other "Verizon" locations. They are by far the best of the Verizon options available on the Kona Coast. As well, I have found the people who work in this store to be very bright, very helpful and willing to take as much time as necessary to explain the various and often confusing options available in today's complex world of cell phone contracts. Buyers should always beware, but our experiences with these people have been excellent. read more

TRENT C @ Verizon Wireless Kailua is the reason we decided to become a customer. The moment we walked in the door, we were greeted with a warm smile filled with aloha. He continued to service us in a warm and professional, but calm demeanor - which was refreshing. He also remembered my name when I returned a few days later answered all my questions and concerns, offered recommendations, and got to know us as a customer. His service values are hard to find in this fast pace world we live in today, so..... If you want GREAT service, go see TRENT! read more

I will never recommend this store at all . My phone holtser has a life time warranty, employee's and manager Garrett Lee brushed me off and said it will be in on the next shipment in four days and will call me when it comes in. I did not get any call back , I been calling every week now for over an month and get the same answer, they don't know. I talked to the manager Garrett Lee and he said he will get it in three days and will call me as soon as it arrives., Never happened, I been leaving messages he won't call back or pick up the phone. I had someone else call and FINALLY he answered and he said won't be able to help me and refered me to Territory Manager Mitchell. I called and left message, no call returned. I'm very disappointed in Verizon for supporting and representing a company that has no customer service. I will not do bussiness with them anymore and I will purchase holster from a geniune Verizon outlet. read more