The service at this location was excellent! They helped me with an upgrade and an adjustment on my plan that worked much better for our family. I would recommend them to anyone. read more

Had to put this on yelp because I have not always been happy with the service at Verizon and was considering leaving Verizon to go to another carrier. I've been with Verizon for 10+ years and had the BEST service today from Jaymie in Kapolei. She was such a big help in getting my husband and son's cell phones upgraded. She was incredibly patient and helpful with all of us and our many questions and helped us get the best deal and plan for us. If you need help at Verizon I highly recommend that you see Jaymie in Kapolei-- she will help you and give you the best deal possible. read more

Jaymie got the job done but had no customer service skills. I think she hates her job and thinks all customers are stupid based on her curt, condescending tone. read more

Wow. Had thee worst experience ever on Tuesday. I preordered a pixel xl phone from this store and it was mailed to me at my house. Come to find out that the speakers don't work. So we go into the Verizon store to see if they can replace it since is was well within the 14 day policy. So we tell the guy and he checked us in knowing what phone I came in with. After a 45 minute wait, the guy helping us tells us they don't have any of the pixel xl in stock. So they couldn't check this for us when we first checked in?? Fine, but then they say we have to pay a $40 sales tax!! Supposably we get it back when I mail in my defective phone. So I'm punished for having a faulty phone, brought it back to their store and they are charging me $40 until my new phone comes to my house. In December. Verizon is the worst phone company out there and I'm seriously considering dropping their service. You can never get a hold of someone on the phone, they cut off our unlimited data, plus plenty more incidents. read more

this by far the best Verizon store on the island, entirely due to their team. while everyone we encountered there was awesome and helpful, the gold medal goes to Damian Little. talk about going above and beyond. he knows his stuff and he wants to help you out. he gave us multiple options on things and always showed us an array of products so we could pick exactly what worked for us. dianne was also a rockstar and SO patient with us and helpful. she was on the phone with their off-island support staff for like 30 min trying to help us out and she took it all in stride. the whole team is super knowledgeable and lets you know about deals and promotions; it feels like they actually want you to have a good experience and make sure you get the best deal. this is a rarity when most stores feel like they want to swindle you and fight you tooth and nail on everything. props to the whole team there, shout out to Damian- you rock sir. on a side note, I've seen a lot of reviews talking about people waiting in line forever or not being addressed when they come in. we went to the store like 4 times in a week as we were setting up new phones and getting accessories and each time we were greeted the moment we walked in and asked if we needed to be checked-in for help. whether it was during the early morning busy time or evening slow time, the service was always exceptional and the staff was always happy and attentive. read more

They're great when selling their phones, but they stink when you go back for assistance. Also expect to wait between 30 - 45 minutes after you sign in. After my contract expires, I'm switching to another carrier. I was with T-Mobile for 10 years & never had a problem. I should've stayed with them. read more

We went to 3 different verison places before we came here. Steven and Diamond took incredible care of us. They are so nice and helped us switch from AT&T. We had so many questions and concerns because our situation was so complicated. Working phone with broken black screen, financed from AT&T had $100 left and AT&T wanted $112 to fix it 4 months from renewal. We asked Steven and Diamond to help us switch over 1 damaged 1 working phones, and use a referal. They gave us all the info we needed and walked us through everything. They are so helpful. Highly recommended!!! read more

I went to your store 3 separate times last week for my htc thunderbolt. Monday i went to the store to see what was causing my phone to crash and drain my battery even though it had a full charge. The girl that "helped" me made me feel like i was interrupting her from doing something else. She didn't even check my phone to try and fix it. All she said was i needed to do a hard reset and that should fix it but it didn't. I went back on tuesday and was helped by a different rep. At least he was much more helpful and tried to figure out why it was crashing and draining the battery. He then ordered a refurbished thunderbolt to replace my phone thinking it was a glitch in the software. I thought it would resolve the problem so i was happy that he did that. When the phone came in on friday, i put the battery in and turned it on and tried to use the apps/internet but it still had the same problem. So i went in that afternoon to try and see what else could be done to resolve the problem. A different rep helped me and her demeanor was the same as the girl on monday. She was doing something to my phone and she tried to access something on the computer in the store. After she finished whatever she was doing to my phone, she then told me that i should use my insurance to get another phone. She wanted me to pay $100 to get another phone after i told her i wanted something to hold me over until the galaxy s4 comes out. She said i needed to upgrade and that i would lose my unlimited data plan. After i told her that i wasnt going to do that she then told me she couldnt do anything else for me. I couldnt believe what i heard so i asked her again and she told me to try and call customer care because she couldnt so anything for me. So in the meantime i have to be plugged in to use my apps/internet on my phone. In the two months after the ics update, i havent been able to use the phone the way it was meant to be used. My $100 a month plan is useless unless im plugged into the outlet. So after all of this i decided to check the forums out to see if anyone else was having this problem. Guess what i found! Its all over the message boards! I should have checked the boards first before i went down to the store. Check that, i think whoever is on the floor in your store should have a basic knowledge of all the different types of phones and problems that are associated with them. That is my biggest problem with your store. I had to go down to your store 3 times just to be told that there was nothing you could do to fix my problem when you should have had an idea what was wrong with it. I didnt want to believe the reviews on yelp because when i went in before, i had good service. I cant believe im still paying $100 for a data plan that ii cant use unless im plugged in.and just to let you know, while i was waiting my turn, there was 3 other customers complaining about the service they were receiving. Im curious as to why you feel the need to help me NOW after i gave the store a bad review. What can you do for me? If this happened to you wouldnt you feel the same way? I will wait for your response before i forward this email to someone higher up who is in a better position to help me because this kind of performance is what drives customers away. read more

Verizon takes the term "taking advantage of the elderly" to an all new level. I went in to finally put an end to closing out my in-law's ancient cell phone account and couldn't believe how backwards their procedures are in doing so. My 87 year old mother in law, who by the way has early dementia, had been trying to stop her automatic payments from being deducted from her checking account by Verizon for some time now and she thought that by writing a letter as most companies would require, that would suffice. NOT VERIZON!!!! Verizon tried to call her and when they called her cell phone, they were unable to leave a message, so they just kept billing her. First off, most elderly that have ancient $13.00 monthly plans that are older than sand, have those plans because they only use their phones in case of EMERGENCY!!!! So yeah, you wouldn't be able to leave a message because their phone would be turned OFF. Common sense should've told them to check to see what their monthly usage was, when the last time they used their phone and how old their plan was and they should've been able to use some deductive reasoning and figured this out. Maybe a letter in the mail, asking her to call them to discuss the discontinuing of her cell phone service, required additional information from her, would've been a better option instead of keep gouging her account for more money. To make matters worse, when you guys kept doing this, she put a stop payment (costing her money) on the auto pay and then you guys had the audacity to hit her with a return check fee. Unbelievable!!!!! Good way to take care of our senior citizens. And the Solutions Manager Daniels reply for her to look online to find the proper procedures doesn't cut it, as I stated when I first came in that she's 87, in a wheelchair, with dementia. I'll be sure to pass this scenario on to AARP and any other of my friends who are considering switching cell phone carriers for their parents. Horrible experience and only concerned with upgrading to more expensive plans--that's why you called her. read more

Went in to get a charger and left without one. 3 people standing behind counter doing nothing. One approached me with a little etch-a-sketch, I asked how long will it take to get a charger for this phone. (desired answer: 45 seconds). I was told "about 5minutes. I'll take your name". I leave my name and wait for doctor appointments and plane rides, not for some clerk to pull a thing off the rack and ring up the sale. Will not be back here for anything. Short review for this store=== snotty. It did not take 5 minutes to find and order on Amazon. read more

I see the other review here saying how great the customer service is. Well today May 9 I went to kapolei store to just get a screen protector for my phone. I was told to sign in. Well after waiting for over 5 min and seeing 3 sales people bull shitting with each other I finally decided to just leave. I will never return to this store. There are other stores I will go to from now on. I gave your store 1star because it will not allow for no stars. read more

Poor customer service. The greeter was assisting the person in front of me & told him the wait would be 25 minutes. I looked at the counter where 2 employees looked like they were not busy & the rest of the customers in the lobby were standing around waiting for service. Wanting to pay my bill in person with cash, I was directed to the kiosk by the greeter. Being leery of dealing with electronic information, I balked at this suggestion. They would not accept my cash payment, so I left upset and disappointed. read more

My mom needed a phone and case in a hurry. I had looked up exactly what I wanted and made sure it was in stock at this location. I walked in and was greeted immediately by someone with a smile looking friendly and professional. I told him I needed to pay off a phone and buy a new one. He introduced me to Damien who helped me for the remainder of my visit. Damien was super knowledgeable and when I told him I was in a big hurry because I needed to get back to my mom at the hospital he not only said he would be sure to make this quick but also wished my mom well. I bought the phone and a case for her and then saw a case I wanted so he helped me purchase that in a few seconds and installed my phone into it! He also showed me that my iPhone X can be charged wirelessly even in the lifeproof case I bought! My mind was blown and Damien got a kick out of that I could tell. I was so please with this entire visit and it only took 14 minutes from time I walked in until I was walking out! Later Damien sent a nice text with his contact info and thanked me for coming in to the store and said he hoped my mom liked her new phone and even named the model we got! I am beyond impressed and will definitely be returning to Damien for more purchases in the future! The Kapolei store is WAYYYYY better than the Verizon store in Moanalua! read more

One of the worst stores and staff I have ever dealt with. They are thieves and steal money to make commission. I had to speak to the corporate offices to finally have my issue resolved and even then was told I only paid for something I was never notified about nor did I sign off on when I was at the store purchasing my new equipment. Any and all fees should be represented on paper. I was given a total amount told I could pay a partial and the remainder would be reflected on my bill when in fact the same amount I paid in store has now been applied (charged) to the amount they told me and showed me was going to be reflected on my bill. From what I was told by the most amazing customer care rep Bryon (corporate), was that they did everything they could to make money off of me not only for the upgrade but also for all the up sales with the equipment on my phone. Needless to say, it's fraudulent to be told and sign an agreement stating you are paying for one thing and then actually being charged for another. I am disgusted by the way I was treated by the associates and the general manager regarding my experience and issues. When I first tried to resolve the situation they couldn't even tell me what I had paid for ( and was reflected on my bank statement being charged that day at their store ), when I asked to speak to the rep who helped me that day he was "busy" and both parties Janice and Jerald treated me like I was a criminal. Finally got to the point that resolving it in store would result in me being "escorted out". I am also sending a complaint about the reps at this location and the way the do business with a corporate complaint and a complaint to bbb for the local branch itself. Crooks! (corporate told me that all my charges on the equipment section were sketchy and not reflected correctly. I was charged $162.95 in store, paid a payment of $58.26 bringing my total to $104.69 to be applied to bill, I look at my bill and am being charged a total of $162.68 for what I bought that day... not what the agreement was nor what I was shown or told I would be paying for and agreed and signed on) I do not recommend this branch to anyone. read more

Let me just start by saying we are long time Verizon Wireless customers and with the exception of one rude young man at the Pearl Highlands store, we have always gotten decent service. That ended today at the Kapolei Commons store. We waited for almost an hour yesterday to purchase a new phone for my husband. They were very organized but the greeter was a little overbearing as he continually approached people with the same explanation for the long wait. We eventually got the phone and left. Turns out the phone has an issue so we returned to the store today and were assisted by a sales rep named Mishan. This girl was over the top rude. She constantly interrupted as we tried to explain the issue with the phone, she jerked the phone out of my hand and said it seemed fine to her, she accused me of not knowing how to charge the phone (yep, really!). Fortunately we were interruped by another associate and she advised him that maybe he could answer our question and then tacked on "whatever it is" and then she turned around and walked away. The ONLY reason I'm giving this store even one star is that the employee she foisted us off on did a great job of trying to help us. We left dissatisfied and will be back tomorrow to return the phone for a full refund and to terminate service with Verizon but at least he listened to us and asked us questions politely. read more