We were Verizon customers for over 20 years. Went through many changes, upgrades, and system changes. As they slowly evolved they appear to have lost sight of what matters most to their customers. Reliability and service to me are paramount. Living on the West Side there are many "Dead" spots I which you have to find a spot where you can get a signal. Yet when we travel abroad we have no problems. Only recently have I found out that in order to get a reliable signal I would have to pay a "Premium " line fee. I didn't know that in peak hours customers like myself would take a back seat to premium customers. Which means my service would downgrade to LTE while my coworker who paid for a premium line would still be on 5G. Lesson learned. Very unfortunate situation. X read more

Mahalo Aaron for the support and upgrade. Appreciate the help and being cool with the transfer from shity t-mobile to Verizon. We appreciate the service and friendly conversation. read more

Verizon customer for over 10 years. I was running low on my battery n needed it for an urgent call. They had zero customers when I asked for some help. Asked if I can charge my phone for just 10 mins. She said I would have to buy a charger and they had no other chargers. Every Verizon store has been able to assist whenever there's an urgent issue. I went to "Tricked out Accessories" store next door. No problem- they helped me. 28 April 2025 1044 a.m. Customer service 1/10 Kamakana Mall Branch read more

Customer service was incredible! I was fortunate that at the time I walked in, it was pretty empty. Sia greeted me at the door and walked me through getting my new phone from start to finish! That dude is awesome and I wasn't expecting that level of service. It seemed like even the other workers all loved being there. Happy I got my new phone, but the elevated service made me write this review! read more

24-years a customer and never had such poor customer service! From Dana the manager! Very rude and disrespectful, refused to provide veteran discount on Veterans Dan (ID card in hand and my account clearly shows the discount each month). I feel sorry for the staff at this location. I ended up going to Pearl Highlands - worth the extra 8 miles to receive true customer service with a smile - did not have the case I wanted but at least they let me know in advance! If you want to stick with Verizon - go to the store in Pearl Highlands! read more

Located in Kapolei Commons across the Ross store. Plenty of parking available. This provider is awesome. From the moment I walked in and explained what I needed, service was too notch. They have a wide variety and all the latest phones plus accessories. They fully explain all the plans and help you choose which one best suits your needs. Janice helped me out and she is amazing. Friendly, knowledgeable, and efficient. She walked me through the whole process of transferring from a different carrier, and helped me set up an additional line. It was fast and easy. She explained all the options to me, set up my account, and fully explained all the great deals Verizon has to offer. Tony the manager was also really helpful in a follow up visit. If you need to switch to a new cellular provider, this place has it all. Great service, awesome staff, and the latest technology to choose from. A+++ read more

Verizon - Lots of safety precautions in place. - Mobile Phones Near Me - Kapolei, Hawaii

Buyer beware this company is deceptive.We took the offer to trade in our old phones for new ones.Well for the past year we been dealing with the same problem of them continuing to charge us for the phones and taking money from my account. Never dealing with Verizon and turning them into theBBB. read more

Slowest service ever! They don't got it together and they just wanna make a sale! Be careful they aren't straight forward! I do not recommend this place! read more

1/24/25 - Locked out of my old iPhone and brought a new iPhone my daughter bought for me. Transferred service to the new phone. Manager, Wayne, was so helpful and patient since I'm not so tech savvy. Excellent customer service! read more

Just got my new I phone 15 plus. Thanks to Lena my sales representative, she is awesome. She helped me make the decision to change phones without being pushy. Her professionalism and patience was refreshing. Thanks Lena. read more

Lina is the best! She has amazing customer service, very patient with all our phone needs and gets the job done! As long as Lina's working, I wouldn't go to any other Verizon. read more

After attempting to activate my new iPhone 15 Pro Max with Verizon's online costumer service after 3 hours and no success I went to the Verizon store in Kapolei for help. Jay, sensing that I was frustrated, provided exceptional service by trying your resolve the issue and talking story. He identified that the issue had to do with the eSIM. Once the issue was identified Jay was able to successfully activate the new iPhone on my Verizon account and iPhone. Thank you Jay for making a frustrating situation better. read more

I been coming to Kapolei location because of the employees. Solutions Specialist Desirae Dayton was very helpful & friendly. She taught me everything I need to know & she's patient to people like me who know nothing about iPhone features til this day. Make sure to ask for Desirae! read more

See all

My Mom and I both needed new phones, so Shan helped me switch my phone with my Mom and setup a new one for me. I know it was a bit confusing, so I appreciate all of Shan's help. I decided to finish the rest of our phone setup at home since I had a flight to catch, but I ended up needing their assistance. So we went back to the store and Jorge, the Store Manager, was able to assist us. I let him know I had a flight to catch, and he was so helpful and understanding. Lesson learned - I'll definitely let them setup the phone next time! But I truly appreciate their help - they definitely went above and beyond! Thank you Shan & Jorge! read more

After being with T-Mobile for 7 years I finally switched over to Verizon. I was already expecting to have better phone service and signals due to what I was witnessing with my friends phones in places like my work site which is a valley, what I wasn't expecting was the stellar in person customer service of the Kapolei Commons location which I have made "my branch." so to speak. Most recently I worked with a woman named Cathrine who helped me order a couple of S-Pens for my Galaxy Note 9, she managed to get that transaction done in about 30 seconds which included accessing my account, finding the device and item and ordering them. Every time I come in here it's BAM! immediate recogniton and offers to help, the staff is alert and ready to go on the drop of a hat unlike the crew over at T-mobile who were kind of just. . .there. . .with their "sign in sheet" and they had a smaller location than Verizon does. . One of the (many) things this store excells in is its usage of handheld tablets that staff can use to complete transactions on the floor, meaning you don't need to always queue up at the registers and stand around, they can do everything right there including scan your card and have you enter your pin. So far I have had absolutely no issues with any of the services I have visited this location for in the last 2 years, from account start up to phone replacements and installing screen protectors. Verizon at K-Commons has you covered. read more

I am a long time Verizon customer and was treated Very badly at Verizon Kapolei by manager Robert Laffin. He didn't have any patience in assisting me and instead tried to kick me out and threaten to ban me instead of helping me with my billing issues. He specifically said I have to leave because there are other customers waiting that are buying things and I only have issues with my account. Rushing me out the store after I waited a long time for assistance I deserve the same time and patience as someone who was waiting to buy something. Very upset and disappointed I would like upper management to handle this bad manager read more

I used Verizon before when it was the most expensive so I decided to switch to Straight Talk which still allowed me to use their network but for less a month. However, now in the age where each wireless company wants to earn/keep your business, Verizon has lowered their monthly fees and has jumped on that Unlimited data wagon. I recently went to Sprint since it was close to my job in Aiea where customer service was impeccable and very helpful on choosing my phone. I strongly urge everyone to do their research on what phone u like n specs so u can make the time when activating a line less in time. Of course, you can test drive most flagship phones like the Verizon exclusive Moto Z Droid (mods which are costly available like a projector), Samsungs, and iPhones. So main thing is to decide whether or not you are pro-Android or pro-iPhone. Universal thoughts is whether or not you prefer customization, such as expandable memory, screen settings, widgets, and battery life. iPhones are simple, I had the iPhone 7 plus 128 GB and did not necessarily find the protrait feature from the dual camera as a must have so when I switched from Sprint after two days due to slower data speeds, I decided on an iPhone 7. I upgraded from my now glitchy Samsung S5. But I must say, my Samsung took a beating so either way most phones now are dependable but iPhones maintain their value way better over an android. I was told Apple apps require a lot more beta testing before being put on the market vs. Androids, hence, many android apps tend to crash. This Verizon store is laid out where once you enter you see the customer service lines which resemble bank tellers. My sales rep, Katelyn (I know it was with a K), she was very patient and efficient on getting my plan set up. I was out within under 20 minutes. Here is how you can get through in a timely basis. Bring your pay stub (if your company has cellular discounts) Bring your current cellular provider's account number Remember your PIN if you have one from your current provider N have a Credit Card available so you can set up AUTO pay and save $5 off every bill. The drawback with Verizon is that it takes 2 to 3 billing cycles before it kicks in. Side note: data restarts each on the day you signed up for your line. They offer more than one type of insurance for phones. Be sure to ask so you can decide if you want that or not. You must add on within first 30 days of original purchase. You can cancel or exchange within 14 days on your phone. This is also how I was able to switch carriers. Oh and if you want to keep your current number, you must go here first b/c Verizon hands down is the best on calls and data performance. I am happy with the customer service here, they even worked together to figure out the correct corporate name to add on a discount for the data. I think 5GB plan works best for me since I rarely go over that amount. But they do roll over data for the next billing month cycle only. N they can turn on the feature to let u have data to use if you go over your limit. That speed is the ancient 2G but hey its something before u can WiFi. read more

We've been with Verizon for three years now and finally decided to upgrade our old S4's to the S7 Galaxy Edge. It was such a pleasure to work with Janice, who is knowledgeable and has great customer service! It was an easy process and we are happy customers that will return and recommend to our family & friends. read more

Verizon - Excited to Upgrade! - Mobile Phones Near Me - Kapolei, Hawaii

I went to get update my plan /get a new phone. Brandon was extremely helpful and great to work with. He made sure everything was set up before I left. I had to go back in the next day because my phone was displaying a "not activated" message. The store was busy, I had to wait but not for long. There was bunch of people working. Jorge the manager replaced my SIM and Shan made sure everything was working before I left! read more

Today I called Verizon in kapolei to make sure they had inventory of the iPhone 7plus because I had serious intentions to buy/ upgrade a new phone. My luck in the past with other locations : I've shown up .... waited forever and come to find out the phone I want is OOS!! Boo But not today !!! I called and spoke to Katelyn and she immediately helped me on the phone. When I asked if she could help me personally when I arrived in 10 minutes she said no problem. Upon my arrival I was promptly greeted by her at the door & she took me right over and we got down to business!! 15 minutes later I was all set with a new iPhone 7plus black matte my contacts were transferred and she also installed my screen protector for me. I was on my way !! This was the best experience hands down at Verizon and I just want to say thank you. read more

A big thank you to Angie and Shayna for taking care of my phone yesterday. It phone crashed and they were able to assis when I had no hope. I am forever appreciative. read more

Verizon Wireless located at the Kapolei Commons. I have only been to this location a couple of times. My first visit was in November when I finally decided to upgrade my cellphone. My old cellphone was a Droid Razr Maxx and I wanted to upgrade to a cellphone that had the emoji feature on it. It was a tough decision on choosing which phone did I want. Do I want an IPhone 6 or do I want to stick with an Android phone? If an Android...which brand do I want to get: SamSung, LG, or Motorola. I know a lot of my friends would say get the IPhone 6 and there are some who would say get the SamSung 6. I decided to get the Droid Turbo. I was helped by two different female employees (sorry I forgot their names). One of the employees started me off by asking what type of phone I wanted and which type of accessories I wanted with the phone. The other employee was the one who helped out with the final stages of my purchasing my new cellphone and accessories. Since I had a lot of pictures and videos on my old cellphone they had kept the phone overnight to have all files to be transferred to the cloud. Once that process was done I was able to transfer those files onto my new cellphone. My second visit to Verizon Wireless was to pay my cellphone bill. There's a machine at this location that will accept check payments, cash payments (sorry no coins), as well as debit or credit card payments. Yes I know I can pay my bill using the mobile app but I have a habit of keeping receipts. Now that I had my cellphone for awhile I noticed that the emojis will work on my text messages and comment section of on one of my social media applications. I'm happy with my cellphone. Workers are friendly and awesome IMO. read more

See all

Not very helpful. Filed an insurance claim. Told we had to go to another company. Will never do business with Verizon again. Very poor customer service. read more

I went to Verizon, Kapiolani to switch my broken phone to Samsung Note 3 and they said the Note 3 couldn't be used with Verizon anymore. What??? Wondered if other place was able to do it or not, so visited other verizon, Kapolei. Wow! BrocK, Solution Specialist made this within 5 min and helped with factory reset as an additional service without a charge. Now I understand that all Verizon stores don't have a real Specialist except this place. Thanks Brock. read more

My dad and I came in around 5 today. We were both getting new phones and Diamond helped my dad who had previously helped me. He was knowledgeable about the products and helped my dad pick out a phone in no time. I'm sorry I don't remember the guy who helped me but he was fantastic. This store is definitely my favorite and I'll always come here. All the staff are very friendly and I felt very welcomed. Thank you again! read more

Verizon - Diamond hooked it up!! So happy with my new babies - Mobile Phones Near Me - Kapolei, Hawaii

What a Ripped off. Lady rep told me $35 per line if I do auto debit pay after 2 years of contract I realized it did not liar liar pacifier. I decided to migrate to spectrum good signal cheaper I shouldve done that long time ago.F#ck verizon. read more

Damian was awesome during our recent visit to your store. As soon as we walked in he greeted us with a smile and was extremely willing to help in answering our questions about our account. Damian did a phenomenal job in helping me upgrade my iPhone 7+ to the iPhone X as well as helping us set up our new Apple Watches (Series 3). Despite us taking up over an hour of his time due to the long wait for my iPhone data to be backed up and transferred to my new phone, Damian never lost his patience and took the time to review our account to find ways for us to save more money. I will definitely visit your store exclusively during my stay here on Oahu as the customer service is top notch! read more

I don't remember the name of the guy that helped me today about 2:00 ? I was asking about getting iPhone 12 mini . He was very informative, helpful and very kind . Mahalos . read more

We love this place Used 3rd party Verizon and Always had a issue with service They answered all our questions and was honest when they didn't know the answer Will stay with Verizon because of this store. Very busy store but worth the trouble. read more

Verizon - Mobile Phones Near Me - Kapolei, Hawaii

I want to Thank Jaymie for being my guidance and for being very patient with me. Jaymie made my visit very easy to decide on which iPhone to buy. Jaymie spent a whole lot of time with me answering my zillion questions that I had to make sure I was buying the right product for my best decision. I'm glad I went in Verizon today and got the right phone that I needed. Zillion thumbs up for Jaymie. Awesome customer service!! I will be coming back to visit Again when I need to upgrade my phone again. read more

Verizon - Mobile Phones Near Me - Kapolei, Hawaii

A new Apple iPhone, means upgrade time. As usual, we returned to our friendly, neighborhood Verizon Wireless store. When we walked in, we noticed Damian. He saw us, and immediately greeted us. He jokingly said, guess it's been a year and time for a new phone! LOL. He knows us well. The joy of working with Damian, is that it is easy. There are no gimmicks, high pressure sales tactics, etc. He answers our questions, compares things, and gives us the honest truth. We decide from there. Thanks again, for the awesome help. See you again soon. Got my eye on some other products there too. read more

Jaime and Robert spent over two hours working with me to get my teen daughters phone and computer locked down to safe settings. If they didn't know an answer, they researched and experimented until they found it. They worked so hard, all the while maintaining such a positive, friendly and focused demeanor. These two are rock stars in my book! read more

Terrible service. The female who helping me with the issue, she have to go google search for help me with the issue. SHE NOT EVEN A TECH. If that the case anyone can just stay home and google search for how to fix your own phone. They not certified tech or have any training how to trouble shoot any phone. read more

So we switched from Tmobile and I was happy with Verizon until I discovered we were lied to. We were told that our iPad couldn't be ported which, makes sense. We decided not to obtain iPad service and simply use our hotspots and WiFi. Instead, the rep put a VZ sim in while we were shopping in the store. And, we never realized. I switched carriers today and called to make sure VZ was cancelled. And that's how I discovered we were charged $100 fraudulently based on a scam. That being said yes, we should have been more diligent towards the bill however, when you trust a business and Covid is happening it's frustrating when you're betrayed. Meanwhile, customer service refused to credit. Now I'm glad I transferred to another carrier and even more glad I called to ensure that they cancelled ALL services legit or not. Lesson learned...I won't go back to VZ. Shopped beware! ****After seeing the response from Verizon below and still no willingness to compensate or even meet half way with 1/2 credit, the answer is absolutely not. I will not return. You've lost 4 lines and an update that you fraudulently billed me for. read more

Was helped by Desi today, was easily some of the best customer service I had ever received. She was kind, professional, and incredibly helpful. Would strongly recommend this branch and Desi for all of your cell phone needs. read more

After over a decade with AT&T I made the switch. For one, Verizon has exceedingly amazing customer service. Rich at the Kapolei location took phenomenal care of me and my boyfriend as we joined phone plans together. And for two: come on...Verizon has the best service on Oahu!! I was having a struggle with AT&T and I would justify the issues on a regular basis, but ever since November when I switched to Verizon, have not had one issue with my service. I'm grateful for the switch and also knowing I can count on the Kapolei Verizon store (specifically Rich!) to take superior care of me with my cellular service needs! read more

I got my new phone, but my landline isn't working, so I can't activate it. I will go into Kapolei store tomorrow, Bob the source manager did an excellent job, but I am not sure I like the phone that I was sent from the mainland, Bob says he can get me into another, read more

Over due post... The wait time has always been ridiculously long. After waiting 45 mins for someone to become available to help me. The whole transaction took TWO HOURS! You will not walk in and walk out of here. Ever! With the exception of paying your bill at the kiosk in cash, which with online and phone payment methods available, why would you come to the store? Always waiting AT LEAST 20 mins. One would think that knowing this is a common complaint amongst their customers they would do something about it. I'm sure they make more than enough to staff more people on the floor. Constantly changing policies and plans. There was once a $30/month for UNLIMITED data. No longer exists. When they got rid of it, they forced loyal customers to lose their unlimited data plan to one of their current outrageously priced data plans. Because they supposedly were 4LTE, which all the new phones ran on. So unless you were willing to stick with an older model that ran 3G which was becoming obsolete and near impossible to get a brand new one, you had to get a newer phone that ran 4LTE. I honestly don't see the difference, other than I pay 2.5x more than what I had been for 15gbs. (Oh this plan no longer exists either. It's now $80 for 12.) Anyway, I went in with the purpose of getting a new phone because my contract finally ended and my phone's battery had become a POS at holding charge. It seriously would drop 10 - 30% life in the 5mins of just looking something up on the web or reading emails. The sales person that "helped" me the time before this time was hellbent on pushing me to keep an iPhone. I was a Droid fan who tried the iphone for a few years and discovered I don't like it. It does not live up to the hype. So I wanted to go back to a Droid. This fool kept telling me Droids have "all these problems" so I told him to name them. He tells me "viruses and other stuff." Um... Apple products are not immune to viruses as many seem to believe they are. The iPhone has also had its own variety of recalls with issues with the phones. Fed up with him badgering me about wanting a Droid, I left the store knowing I would have to come back and wait all over again. *sigh* I've had many other encounters with other sales reps that have not been helpful and at times, downright rude. Once you change your tone while speaking to me, expect to get it back. Don't get snippy with me about your ever changing policies that make no sense and look so shock when I serve it right back to you. My Mama didn't raise a doormat fool. The guy that helped me this trip was knowledgeable and helpful. He didn't try to make me keep an iPhone. Allowed me to weigh the pros and cons of each Droid brand. I had already done my research prior to this visit and had it narrowed down to two. I made and choice then went through the long process of changing phones and selling them back my POS iPhone. The biggest reason that keeps me with Verizon is that the phone reception itself is most consistent on this island. Other carriers have poor reception in some areas and I need a phone that I can rely on. Having the best reception doesn't make it ok to jack up prices or keep changing plans to squeeze more money out of customers. read more

Just fantastic customer service! I couldn't be happier with how fast and easy it was to set up a phone for my daughter! I may have to switch to Verizon! read more

Verizon - Amazing customer service! All set in 15 minutes flat!!! - Mobile Phones Near Me - Kapolei, Hawaii

I'm not going to bore you with the details of my specific dilemma but rather, I'll give you the pertinent details to my review. I've been trying to "edge up" at the Apple store, through Verizon '800' number, and neither could, do to an internal glitch. The problem was that for nearly a month, and at least 30 hours spent trying, no one at Verizon would do anything about it. Everyone acknowledged there was an issue and a serious one at that, but no one would do anything besides "open a ticket", which did nothing at all. As a last resort, I happened to walk into the Verizon store near my work. I explained my situation to one of the Managers, Michelle. She immediately began looking into the problem, and making calls. I spent nearly 2.5 hours in the store before she concluded she needed to consult the store manager Ande. She said she would call me back the following day. I wasn't going to hold my breathe, as every single Verizon employee before her told me the same thing, and I've never received a single phone call back. But I actually got a call back the following day, and she said that with her Manager's help, they think they've solved the problem. I went in, and sure enough they were able to get me my upgrade. And for my troubles, the store Manager, Ande graciously provided me with a free case for my new phone. Thank you so much, Michelle and Ande, for your hard work and your concern for your customers. Sadly I wish I had thought to come into your store a month ago before spinning my wheels, but I'm glad I walked in to your store when I did! read more