We had a pretty complex transaction this weekend with upgrading a device, adding a watch, and transferring and adding multiple lines, new and bring your own device. We received excellent care and kind support from Aleisha, Everett, Gregory and Tyler. They looked at all the options and helped us get the best rates and discounts possible. Highly recommend this location and their staff. read more

Long wait times,staff did not inform me of the full price of the device and 3 year auto renewal. After leaving the store I felt something was not right went back and returned device, waited another 30 minutes and device is still on bill read more

If you go to this location............... ask for Justin or Rayshawn. If neither is working that day, LEAVE. If either is with a customer WAIT. My family mainly, ONLY works with Justin. Justin is absolutely AMAZING!!! We have been giving him a hard time since we first met him in April I believe. We came in for a plan change. We be hitting him with rapid fire questions in succession and he fields them all without breaking a sweat. He always guides us in the direction we need. He is extremely patient and polite, respectful and incredibly knowledgeable. He's just all around fantastic!!! He is extremely helpful and goes above and beyond. He understands our needs and works diligently to address them. My mother and I recently upgraded our phones. She needed a tutorial and I needed to complete my upgrade. Originally she was scheduled to work with Justin but when it came time for her appointment. He was out sick. He attempted to contact her to reschedule the appointment. She was impatient and opted not to wait. The rep she worked with didn't give her the assistance she needed. She left the store with a new device without knowing how to use it. So when I went in for my forced upgrade because the speaker went out on my phone, she was with me. Justin assisted me for over an hour with my upgrade and he gladly turned around and worked with my mom. He showed her how to use her new device. I still had questions once I left the store, I was able to reach out to Justin and he walked me through precisely how to resolve my issue. One time Justin was unavailable and Rayshawn stepped up to assist. I see he has a loyal customer base as well. He is FUNNY as hell, really needs to be a comedian. He is knowledgeable and patient. His first goal is to get to know you and determine what are your needs and wants. He then deciphers how that equates into choosing a new device that will work best for you and not put a choke hold on your budget. He is very respectful and takes his time. Let me tell you, when my family steps in the door, we're coming in four deep, sometimes it'll be less but we roll deep. We're expecting the customer service to be above and beyond and I promise you, if you work with either Justin or Rayshawn your Verizon experience will exceed your expectations. read more

We have great service at this location! This time Molly was so kind and helpful. Even after I got home she was providing invaluable support via the cell number she gave me to call. Would highly recommend! read more

We needed a return label for a phone that was a trade-in. The store gave us a return label but didn't connect it to our account. Even though the phone shows delivered and signed for, we've called consistently EVERY 2 WEEKS FOR THE PAST 6 MONTHS, we are not getting credit because the store messed up and now they claim it's been too long to obtain it. They even have it documented in their system the tracking number, all my calls, repeated escalations, and tickets put in by cs. I've been promised 4 separate callbacks and have never received a single one. No way, but to go in if you need to contact the store. Verizon used to be great. I don't know what happened. read more

Horrible customer service and the phone reps are untrustworthy. About a year ago, they changed my plan without my authorization and took $680 out of my bank account for services I never ordered. My jet pack was working fine but I needed more data. They jerked me around and around until I spoke to a supervisor who promised to send me a new jet pack with data as a courtesy and I would not have to return my current jet pack. ALL LIES. They did nothing they promised. I had a hard time getting the manager and reps at the Kirkwood store to credit my bank account for the over charges they automatically withdrew. They failed to prove to me I ordered the changes. It was horrible experience as they were bullies. I persisted informing them my bank will credit the amount unless they provide me with written confirmation that I authorized the charges. The manager and reps were unable to prove to me I authorized the charges so they were forced to credit my account. They were extremely rude and have a sense of entitlement to your money for nothing in exchange. I will be cancelling as soon as the 3 year contract they manipulated me into expires and I will never buy a phone from any cell phone carrier again. Verizon, in my experience, uses manipulation and confusion as selling techniques. They will not give you anything in writing over the phone so do not call customer service. I recently paid my August 2024 bill in full and they claimed I owed a penny for what I believe is a tactic to get me to give them my banking information so they can use their tactics again. I called and spoke to Sheila, who speaks broken English. She claimed she credited my account. I will update reviews to ensure she does. I do not recommend Verizon and I can't wait to change cell phone carriers. read more

Unbelievable poor service. Told my husband he will get a $300 credit towards his phone. After the sale she said due to old phone water damaged (which she was told upfront) that the $300 credit didn't apply to him. The clerk sold us on 5G so we upgraded fir no extra charge. Then we were told my IPhone 10 could not be upgraded to 5G. Horrible service. read more

Colleen and Rick may have some of the worst customer service skills I have ever seen. They were extremely rude and talked down to my mother both times we came for a visit. It took us two months to get our phones fixed after coming into their store, as we had to use online customer service to actually solve the problem. Their condescending and downright rude attitude makes for an unbearable time. Would not recommend! read more

For Ape products go to the Apple Store. This place has horrible customer service and must be on commission. Do yourself a favor and save yourself time and frustration. Don't visit this store. read more

I purchased a home in Oakland/Kirkwood area and immediately I realized that my current provider ATT has a dead zone in my area. I had to be connected to WiFi in order to get cell phone service in my home. This stuff happens. I didn't want to make a change to be honest. One day I came home and my ATT internet was down...so guess what??? I cant use my phone. I know Verizon is equal to ATT in terms of service area and I knew that if you have Verizon or sprint you could service in my house. My experience at this store was great/ I believe his name was Greg? (I checked my receipt b/c I wanted to call him out on being awesome) I didn't have to wait and was able to work with Greg right away. What I liked was he wanted to make sure my phone worked in my home before transferring my phone number and cutting ties with ATT. He gave me his cell phone number so I could run home and make sure I received the service that I wanted. Done and Done! I didn't have to go back to the store for them to transfer the number but I did. I am glad this store is down the street and that they aren't so quick to get the sale without making sure it works! read more

I took my iPad in to get it set up on Verizon and they were very nice. They took probably 20 minutes or more to get it all set up, and suggested that I bring it back for them to put the screen protector on for me. There was no charge for this service. read more

I know how much of a pain it is to go into cell phone stores but I have to say going into the Kirkwood location is a pleasure. From just paying a bill to figuring out what's going wrong with my phone fun time to time they are always very helpful!! Usually I am taken care of by one of the managers (I'm so sorry I've forgotten his name) the last time I went in, just to play a bill Scott helped me and he was so personable. He told me about new product's and things that were on sale. I well definitely continue service with Verizon and the gentleman that work at the Kirkwood location. Thanks again Scott! read more

Used this place several times; just fine. THEN: new contract, phone. Had problems with returning smart phone trial to be returned within usual 14 days. The return was not included, and then was sent to wrong address, received there 18 days lag. Summary: this place admitted Verizon had made error, I was liable for the $345, but if I just bought something, and "we have this item on sale, all would be ok." I had no interest in his offer. He called Verizon Co somewhere, he said the $345 would be a "big hit" for a retail store (this is a Company store!) and that I should call Verizon Customer Service and make arrangements. ( The hit of $345 is okay for a customer?) He had shunted me to sit in an area, away from the usual customer service area. Another agent came by, said something about just a minute, he excused himself, "I'll be right back." He never returned, and had gone with another customer. End result: I am still stuck with a phone that had hot been returned within the 14 days due entirely Verizon's mistake, admittedly so, by Verizon. I will have to send copies of all the documents and notes to the credit card company in hopes to settle this mess. Phone calls to Verizon Customer Service were all cut off when agent could not accomplish a quick solution. Finally someone said that if I took the phone to a Company store, including the one in Kirkwood, I would be issued several gift cards, totaling $345. (Problems are 2- (1) the closest store is about 23 miles away, and, (2) I have only his word, over the phone. Nothing written. Summary - no resolution of a problem caused by Verizon, and was treated rudely, i.e. lied to when said be back. Or buy something that was more expensive. Obviously a pre-arranged system to get turnover rather than resolution. More: When searching BBB, St. Louis MO, or Kirkwood, Mo, this store does not exist. Nor does the store in Manchester Mo, nor Fenton, Mo. These are the Company stores I am to take with a _verbal_ assurance. (Is there a rating less than one star?) read more

Horrible customer service. When I brought the associates bad service to the managers attention he responded with saying he didn't see any issues with how things were handled. I will never go here again and I will make sure I let everyone I know how horrible their customer service is. read more

So slow! I've been here for fifteen minutes and the reps are still working with the same customers they were when I walked in. Plus, the check in process is jacked up. Terrible! read more

Would give zero stars--Do NOT go to this store! Terrible customer service! 2.5 hrs in the shop to get my father added to my plan (from Sprint) and get him a new Iphone. Upon going home he discovered that his house was in a dead spot for Verizon! The only option I was given was to return the phone which incurred a $50 restocking fee. The store refused to waive the restocking fee and told me that I could buy the new IPhone outright but couldn't use it with another carrier for 60 days due to new rules, which I was not told at time of purchase. Upon returning the phone I was offered no apology or even acknowledgement for my trouble. I spend $3,600/yr and have 3 lines on my plan. 100% unsatisfied-- regardless of your "policy of not waiving restocking fee" sometimes you should just do the right thing. I basically had to pay them $50 for 6 hrs of my time and for my father to have no service on his phone while babysitting my nieces! Ridiculous! read more

Never in my life have I had such horrible customer service. When we were called up next in line when the guy realized we had a problem with a bill and not buying anything he became really rude and defensive. He couldn't answer any questions without giving us attitude. The two manager on duty just stood behind and said nothing. They wouldn't help us out and I couldn't believe it. Both of us work in customer service and couldn't believe a manager let this guy talk to us the way he did and wouldn't come in and talk to us to work out the issue. We left very upset and just called customer service. I would stay far away from this place!!!!! read more

Well last week when I talked to the store manager, I was informed that a defect my phone had would be taken care of no questions asked since it had only been one week since I purchased it from that same store. When I came in today, the same manager handed me off to someone who disregarded what the manager said as he stood behind her, then chimed in and began telling me the same exact thing his employee did. 1). I am capable of absorbing what is said the first time I hear it. 2). If you promise a customer something, you better follow through, if not, keep quiet and stick to the generic spiel Verizon wants you to say. 3). Apologize for your mistakes, even when confronted about his false promises made, he averted eye contact and magically disappeared into the back even when the store had a longer than average wait time. I was very pleased with how great Verizon has been to me up until this day, however, my experience today was a complete waste of time. When purchasing the phone, service was friendly, efficient and above my expectations. However, when something went wrong, this store failed to pick up the pieces and give me a straight, consistent solution. read more

Never in my life have I had such horrible customer service. This place Sucks.. and the phone service sucks i can not get service at the place i work at went to Kirkwood Verizon store No help at all I was told thats Verizon for service .... And The so called Manager.. Dumb as a box of Rocks. read more

Overall, my experience here was disappointing. The sales associates and manager on duty were unprofessional and unattentive. The sales associate with whom I worked initially lied to me, telling me I was not due for an upgrade, when I had been due for several months. After deciding on a phone, they realized that an order had been opened for the same phone, and the manager was reluctant to find the order in the computer and void it, because the store was closing. So, I left without a cell phone and will not return to this location. read more