Verizon is awful, customer service is awful via stores, online or phone call. LZ location for complaint since I have also experienced bad service from them. BUT major complaint is from the service they provide as a whole. I have to share access to my camera phone and plug my 5g block in for about 45 minutes while they watched there device not work for the second time. No thanks! Switched to minternet. Same service, but actually works and $10/mo cheaper. In addition they said they would send me a box to return item.... Negative. No box just an email 3 days later threatening to charge me if I didn't drop the item off at an ups store. BOO Verizon! Glad a left after more than a decade. read more

My wife's internet connection wasn't working and we came to ask for help. We were laughed at when we asked about the manager. He started being aggressive and didn't help us, and he even started screaming on my wife very unprofessional service read more

I cannot tell you in words how much I appreciated the kind and gentle assistance we received from Zachary at the Lake Zurich Verizon store. He was so patient and helpful to my senior age mother. He went above and beyond to make sure she was taken care of and comfortable before we left the store. I highly recommend this store and would highlight Zachary. read more

What a great and knowledgeable team! I came in to sign up for a phone plan and had plenty of questions, and Kelsey along with the other team members in the store were super helpful and kind. They made the process easy and went above and beyond! Thank you :) read more

Poor Verizon Store followed by Poor Verizon Corporate The Lake Zurich, IL 668 S Rand store sold my 82 year old father 2 new Iphones and added 2 lines to each phone shortly after my Mom passed. My father has never carried 2 phones and in 2018 he and mom used my pin in my presence at the Palatine Store with me and joined my account. I never gave permission for him to be an account manager or my Mom. They are and weren't tech savvy enough (not their fault). I have handled their phone account since then. My father has never gone in to purchase anything Verizon since 2018 on his own until August 2025. He was just going in to look and hold phones. He and Mom both had Iphone 2020 SEs. Like the home button. My father has never carried more than 1 phone. By the questions my father likely asked the salesperson, I'm hoping the salesperson could read the room a little bit more rather than selling him 2 phones and attempting to activate 2 old lines and moving my Mom's line to his phone also. I still don't know how if he had to use my pin in 2018 he wouldn't still have to use a pin to access the account in August of 2025. I had Verizon check on this. Since 2018 (Palatine Store), we then used South Barrington Store in (2020), then Buffalo Grove/Long Grove Store in 2021 and 2024 (this was a good choice), and now my Dad had this poor experience at Lake Zurich. At the end of a busy day at work, Verizon started texting me my account changes and 2 new phone purchases and the addition of insurance to cover my tvs, and computers, and stuff not connected to Verizon. Again, no authorization from me. I immediately tried calling and texting Scott that night asking him what happened. He assured me if my father came back in the return would be done smoothly. LOL. I have dealt with Verizon before. Scott did the return and I had both him and my father call me from the store to make sure it was complete roughly 1-3 days later. Fast forward 1.5 months, and boom my bill goes up $60 a month, there is a bogus line still left from this transaction, and they are charging $25/month for insurance for non related Verizon stuff and I keep getting invalid return for my Dad's phone. Boom 1 hour and 7 minute phone call to Verizon Corporate that said they will warn the store and take corrective action with my Bill and it would be resolved my the next Friday and I would not have to pay the new $449.63 bill, and it would be close to my old $380 bill. So one week past the Friday of guaranteed correction they say thank you for paying the $449.63 bill from your checking account. New 2 hour phone call to Verizon to try to get everything adjusted and track down how and when my parents became account managers that I didn't authorize. So I have roughly 4 hours of communications between Scott at the Lake Zurich store, and Verizon Corporate 3 times to straighten out one transaction that we effectively just made a return on. And the 'Credits will show up on your next Bill.' Please consider my experience with this store, my experience with Verizon after being a 25 year customer. I am looking into other carriers and it appears overall tower availability is great for lots of other carriers and pricing seems to be a whole lot more straightforward and stores seem to be less predatory. Ask your friends who they use, verify you can get reception, and consider what is best for you. I was surprised to read all the other negative reviews. I wish I had done this sooner. 3 things you need to ask before switching: 1) is your esim unlocked at Verizon 2) is your Iphone unlocked from Verizon 3) Are your phone number locks off If yes to the above it should take you about 15 mins to switch carriers with the phone you currently are using. read more

This store has a great Manager! Daniel is very knowledgeable and always willing to help costumers. He was very helpful to us during our second visit to the store. Daniel was great at helping us with our order. All we can say is thank you so much! For the wonderful customer service during our visit at this store. read more

NO STARS FOR VERIZON! Absolutely the worst in Customer service and Cell phone service. Horrible onboarding process for sure. We had no phones for days. Verizon is a disaster from the bottom to the top management! Stay away!!!!!! read more

No service here for sure. Wouldn't bother dropping but this place. The employees tell people they don't have anyone in the store to help. Waste of time going here. read more

Verizon - This Best Buy is telling customers they don't have any employees to help them. Looks like I will be taking my business elsewhere. - Mobile Phones Near Me - Lake Zurich, Illinois

I went in to upgrade my phone. Lejla was my customer service representative that "helped" me with the process. After she showed me different plans, then accessories (none of which I needed) she proceeded to upgrade my phone. Did nothing herself, told me what to do with my phone, irritated that I didn't understand certain things (I do not work for Verizon) she had no patience or personality. I work in customer service, to say this is not her line of work is an understatement. I have been a customer for decades and pay a ton for this service, I was more than disappointed. I will not return to that store again, even if it is more convenient. read more

This location seems to set it own rules. I went in to close my deceased mothers phone and internet account and had a police report and cremation order and her phone and ID and apparently that wasn't enough for this store to close the account. The manager also insisted I return with a death certificate and that the service would be prorated and we would be refunded. None of this was true and her service particularly wasn't prorated. This place sucks. read more

BYE BYE Verizon! Tired of your rotten customer service, impossible to understand bills, and outrageous charges and fees! We came in and tried to get you guys to help us reduce our bill but you said no. Well guess what? You've now lost another customer. 2 actually - my husband and I both switched. We are now getting unlimited data and unlimited calling here in the United States AND in Canada (Mexico too!) with a set monthly charge and no surprises on our bills for literally HALF of what Verizon was charging us! Thanks T-Mobile! read more

I had a very positive experience today thanks to the manager, Kyle. He handled my complicated issue that encompassed many layers, with professionalism and kindness. He was able to do something in store that isn't normally accomplished with ease. I would recommend this store to anyone! All the employees were super friendly and helpful! Thank you again, Verizon LZ! read more

I changed to Verizon from AT&T about 6 months ago. AT&T made it very difficult to get my phone released so I could make the switch. Verizon did all the work for me. They made the calls and set up the phone for me. I then had a problem with the bill and again, they were very helpful and made sure I was getting all the benefits I was promised. Just recently my phone had a texting issue. I tried dealing with Verizon on my own and wasted about an hour of my life. So I went back to this Verizon store. Joseph started dealing with Verizon and was soon joined by managers Kyle and Joey. After getting to the right department, the issue was quickly fixed. I'm not sure why this store has such poor reviews. I have had to wait for help because the store was crowded but I have always left the store with the problem solved. read more

CARLOS is AWESOME!!!!! Recovered my Google account in less than 5 min.... after I made the mistake tuesday night of deleting the app, reinstalled and couldnt sign in as it said my password was wrong. Stressed for 2 straight days and then Google told me that they couldn't verify my identity and couldn't give me access. HIGHLY RECOMMEND THIS VERIZON! THANK YOU THANK YOU CARLOS! read more

This is the best Verizon store I've ever visited. The staff is super helpful and kind. ASK FOR JOE! He is seriously the best. I've worked with him a couple of times and he is insanely helpful and friendly. I was in the store today and had a more than pleasant experience. He was even nice enough to let me use the restroom to change my baby boy! While I was being serviced, I even heard another lady come in and ask for Joe directly, choosing to bypass the available representative and wait until he was done helping me. Best store ever. It deserves 5 stars! read more

Awesome help from the manager Alex. I needed assistance with my mother's phone. She lives in Massachusetts. He guided me through what I could do while still in IL and what I had to do in MA. He even offered phone suggestions that were not available at the Verizon store. Even though he was getting no revenue, he was exceptional. read more

Okay, so I've read some of the negative reviews and this is not my experience here at all. I had a 4 month old phone die out of the blue on the way to the suburbs from downtown. I stopped at a different Verizon store and got absolutely terrible advice, including "there are no more pixel 3s in Illinois." I came home and called this store, they were wonderful. Basically, said to come right in, of course they have phones, and let them take a look. They couldn't have been better-- within about 3 minutes of entering the store, I had a warranty claim set up (something the other store said was not possible without "sending them your phone for a long time") and within about 10 minutes, I was on my way home. My wife commented that she thought I would have been gone for much longer. Basically, these guys are great! Best Verizon store I've been to. read more

I've been a Verizon Wireless customer for 10 years. Anytime we are up for an upgrade, purchase accessories or have questions-- I go to this VW store. Their staff is knowledgeable & helpful. I have been to the VW in Vernon Hills a couple of times & I did not get the same Service. So I just keep coming to this location. read more

There is a reason this store is rated so low. First off I walked in and everyone was just chatting behind the cash wrap on their phones. Which stayed that way the whole time I was there. There was no one in the store and about 5-6 employees. All I wanted was to activate my new phone I purchased from an Apple store. Here's what went down. I was told they can't activate it cause I wasn't the account manager. Ok that's fine. So they told me to tell my mom to call their customer care. She lives in another state so I called her and gave her the number to call. The Verizon rep she got said the store should be able to do that for me. So we got the Verizon rep and the store manager on speaker phone together with my mom on the line as well and me in the store. This is when it got bad. The store manager just asked the Verizon rep to to the transaction as she needed my moms permission. Which my mom had already given by the way. Then the store manager started getting agitated with the Verizon rep on the phone. I was so uncomfortable. Then the employees started to talk badly about the Verizon phone rep in a bad way, when he was the one who activated my phone, not he store. And this wasn't the only thing, a gentleman who helped me pick out a phone case and one other item, snuck in a $50+ screen protector to my items without asking me! By the time he handed over my receipt, the screen protector I saw was already put on and the store manager was arguing with the Verizon rep on the phone. So I wasn't going to bring that up as all I wanted to do was get out of there. I should have looked at the reviews prior to going to this store. I would have gone to a different Verizon store. Do NOT go to this store! read more

This place is like dealing with used car sales people. I'm sorry I signed up with Verizon because they misrepresented their offers and plans. read more

Day after iPhone 6 went on sale. stopped with wife to upgrade and only had a 20 min wait. 5 people ahead of me. The crowd was average. Had to use washroom. The Store Manager in his incredible logic decided to close the bathrooms to the public that day for the big rush of buying customers. Yet when I had checked in - only had 5 people ahead of me but if I needed to use the bathroom I had to leave the store get in my car find one and come back. Terrible decision on his part. As I did leave and I won't go back. This is a terrible managerial decision. My company and I ( 6 phones ) will be going elsewhere. read more

I stopped in the Verizon store before Thanksgiving and a very helpful salesperson told me to check out the Black Friday deals. He suggested that I order a phone online and have it delivered to the store where someone would help me set it up, which I did. This evening a young woman handed me the phone, told me that they couldn't help me set it up because it would take too long, and I should do it at home. I've worked with Apple in the past and they have been more than happy to help transfer data from my old phone to my new one. The saleswoman was lazy, and passed this off on to me. Never again will I buy a phone through Verizon. Don't bother with the Lake Zurich store. Stick with Apple in Deer Park. read more

I have been in the LZ store so many times with 4 people in the family using their phone service and have always had great service. They have policies they have to follow and while we may not always agree with what is being told to us, I have never been spoken to rudely in this store. I have always had extremely personal service and very cordial. read more

Thought I would check out Black Friday deals since I needed a new phone. Let me first say the deals were pretty good. It all fell apart when the wait was extraordinarily long. They really need to think these things through before they offer these deals. Either increase the staff or improve the process. What could have been a great experience evolved into painful one. read more

The first time I was in this Verizon I had TERRIBLE customer service from the gentleman that helped me. Yesterday I went in to upgrade to the IPhone 7 and Frank, the sales guy that helped me what great! It was only his second day at that store but he was extremely helpful and nice! If I go back I would want him to help me again because he was so great! read more

My mother went in on Saturday to order the new iPhone. Upon getting home she noticed it was the wrong phone and proceeded to go back in on Sunday to get it corrected. The person that helped her wasn't there so somebody else helped her, not really. This guy with glasses told her he didn't do it so it's not his problem. When she tried to show the receipt and the post it that the worker gave, he wasn't having it. My mom then asked the guy with glasses for his name. He proceeded to tell her it is none of her concern. My mom then asked for the manager, at this point the manager came out telling my mom she had to leave or they would call the cops for assault. My mother told the manager you have cameras and should look because I showed him a post it and I didn't touch him. Mind you my mother is in a cane and so upset that she had a full blown panic attack. My mother left and had to call the customer service number to try and straighten things out. My mother is now banned from that Verizon store because of this kid with no personal skills. I told her she should pay the penalty and switch to any company but them. The company should do something because this whole situation was uncalled for due to their own error. read more

This location has absolutely no customer service and is profoundly lacking competent management. I went to the Verizon store in Lake Zurich to purchase a new phone after my iPhone stopped working. When I arrived there was only one other customer and several employees. I wasn't acknowledged until I asked for help and was treated as though I was taking up "their" time. I wanted to make a quick purchase of the new phone and wasn't looking for any time consuming help - just the new phone purchase. I explained very clearly that I just wanted a phone (iPhone) to make/receive calls on....access email and internet....and use map/GPS for driving; Very straightforward - nothing fancy. Instead of just selling me the phone, the employee in addition to the manager both spent the next 45 minutes aggressively pushing items and features I repeatedly said I was not interested in. Each time I repeated I just need the phone, the manager would walk away and not return for at least ten minutes- I can only assume it was to wear me down. I needed to get back to work and became irritated when it became clear they had no intention of selling me the phone unless I agreed to one or more of their up-sells. I finally left the store, without a new phone, after almost an hour of waiting and wasted time....again, with ONLY one other customer present. I can't imagine this store will stay in business after what I experienced, which is evident in many of the other reviews. There is an obvious pattern and I can only imagine the good reviews were flukes or came from friends or relatives of the employees. I'll be taking my complaint to Verizon and making sure to use another store. read more

Terrible customer service every time I've been here. No one at this location wants to help. The end.

I went in there Sunday to switch from att as soon as I walked in there were two women at the counter and a chubby man with glasses on that works there was treating them so poorly. The one women asked for the mans name and he told he it is not her concern.I genuinely felt very bad for these two women. One asked for the manager and he came out saying he was going to call the police on her because she assaulted the man being on onlooker I can say there was no assault at all.I walked right out and will me staying with my current service as this is not the type of place I would want to do business with. I was very turned off by the extremely poor poor treatment. This place should hire people that want to work and be helpful not play with there friends. read more

The manager does not deserve to hold a managerial position. He unnecessarily snapped at me when I asked him a simple question.. the customer service was very unsatisfactory. I will not be returning to this location. read more

I called this location to inquire about upgrading my husband's phone awhile back. The employee I spoke to was extremely unhelpful and rude, and seemed as though he'd rather not have to answer someone's questions once he knew that potential customer would be buying their phone at Costco instead of through him. As it was, he lied in regards to my questions (made it sound like I absolutely *had* to switch from a 2-year contract to month-to-month), and the representative at Costco was able to help me far better than the actual Verizon Wireless employee did. read more

I got a cell phone from here once before. The cell phone I got was really nice and I had it for about 2 years. It worked really nicely too. However, it was expensive comapared to the deal I have right now from US Cellular. Other than that, this store is nicely arranged. They have people here to help you out in finding the best phone. read more

This is absolutely the worst customer service I have ever received. I went in to ask about phones. An employee asked me to enter my credit card information for 'security purposes.' I made him assure me that it would not be charged for anything. He said no charges. I was charged. I am still trying to dispute the charges with Verizon; both at the store and through corporate. People are blaming each other and the warehouse for me not getting my money back in a timely manner. Employees do not know what they are doing in this store. Horrible customer service. read more

Warning!!!! Do not go to this Verizon store!! I was grossly misquoted for the new Samsung Galaxy S8+. Three employees told me that I would get the deal for $15 per month with my trade in. I am very skeptical of what these employees tell me because they have screwed me over several times in the past. I had the assistant manager write down the price that I was told by the 3 employees on the back of his business card with his signature. When I went back to trade in my phone and activate the new one I asked that they check to make sure that I was getting the $15.00 a month and they said no. So the same assistant manager came over and as said no even though he wrote it on his business card with his signature. He kept on saying there is nothing that he can do. When I got home I called customer service and they gave me a bill credit for my inconvenience but they would also not honor the price. They said that the Lake Zurich location is an indirect location so they have no jurisdiction over them. This means that they can mislead customers into buying something so that they can make their commission. When I got the I phone 5c for my daughter years ago they said that the phone is free with a two year contract. When I got my 1st bill I was charged for the phone. I went back to the store to show them and they were rude and again said that there was nothing that they could do. I ended up paying off that junky phone for 2 years. It's amazing that I was lied to by three employees and they wouldn't even honor it even though I have it in writing. It's amazing that in this day in age that retailers can get away with such deceptive business practices. read more

Upgraded 2 IPhone 5s for IPhone 6. Like the 6s but I was sadly misled about the deal. I was supposed to get $199 each trade in for my IPhone 5s. They said it would take 2 weeks. I dutifully send off my old phones to Verizon. Guess what? 6 weeks have passed / no rebate / not one cent. Then I find out the rebates are only good for accessories to be bought at the Verizon store! I already bought the accessories I need. This is a rip off of the first order. read more

Be wary of the Lake Zurich Verizon store. They act like they are your best friends but the information they give you is not always completely valid. On numerous occasions we have gone into this store and been given bad or untrue information. I'll give them the benefit of the doubt and say I honestly don't know if it was intentional every single time, but sometimes I know they definitely knew more then they were saying. There is a reason they are receiving so many bad reviews. Learn from others experiences and save yourself some aggravation. Joe wrote up a sheet for us about IPhone tradeins promo in December but gave us incorrect info on when the promo would end and we got screwed. Big time. Called and went in many times to the store, only to be given different stories. Got fed up and went into the store to see about cancelling and spoke with Erin, one of the managers and she laid it on thick! Said to stay with Verizon. Wait until spring break she said. They "always" have huge promotions around spring break to compete with the Samsung phones she said. She gave me her card, put on a big show and said she would call me constantly to keep me in the loop! Practically promised us the world! She said she would call constantly and keep in touch and let us know what was going on and when the big promo started we would be the first to know! Days, weeks, months went by and she NEVER called. Not even once. And there wasn't a big major tradeins promo on the IPhones. Never called. Never happened. Wish I could give less than one star. read more

I have been a Verizon customer for over 16 years. My iphone 4 just died last week for no reason. I called the customer service department and they told me they would give me an ineligibility credit and they told me to go to the Verizon store in Lake Zurich to get a phone. I own my own business in Barrington, and I use my cell phone all the time for my business. It was 7:30 pm when I left and I got to the Lake Zurich store at 7:40. I was told by one of the workers that they couldn't help me because the ineligibility credit was on my husband's line. We called the Verizon customer service number and they kept on telling the store that they they could do it, but the store kept on saying no. While I was on the phone with customer service, the Lake Zurich store was very busy closing up. They were putting their metal blinds down which was making it extremely hard to hear the person on the other line. I ended up having to have a phone shipped to me. I had to sign a new contract but I could only get an iphone 4S. I called and spoke to a Verizon supervisor today and she said that I could have gotten an upgrade on my husband's line and taken his phone which is an iphone 5. I would have preferred that but I was never given that option. The store knew how to handle this issue BUT they were too interested to get home and not help a customer who has been with them for such a long time. The supervisor I spoke on the phone this morning is actually filing a complaint about the way they handled this situation. If I could give them zero stars, I would. read more