The lady inside made us feel crazy for not being able to figure out our problem, had minimal knowledge on how to go about our situation, and sat on a personal phone call that was non-work related for the entirety of our visit. As soon as we walked in and explained our situation, she rolled her eyes and provided no help. Overall a very poor experience. read more

I recently spent over an hour in there because the contacts on my Droid suddenly disappeared. I knew it wasn't a big deal because I had the backup assistant figured, but I didn't know how to use it or what happened to them in the first place. The reason that they get one star is not because they couldn't fix my phone. It's because all three guys working there seemed more interested in ordering lunch than assisting me. (And I was the only one in there!) Two of them tried to figure out what was wrong and kept on saying that the only way to get my contacts back would be to retrieve my previous phone. When I told them the error message that occurred regarding "TuneWiki" guy 1 asked what that was. Guy 2 went on to take my phone and show guy 1 what it was and telling him about it. (That couldn't happen after I leave?) These guys were horribly unprofessional and I will never be back to that Verizon store. I was able to retrieve my contacts later on. They were in my trash can on Backup Assistant. Even though guy 1 said that he checked there. Attention college students: This Verizon is convenient and right next to campus. But if you want people who actually know what they are talking about, I would go somewhere else. If you want to know what's good at the noodle place around the corner then this might be the Verizon for you. read more

DO NOT GO TO THIS STORE This is NOT a Verizon storefront. This is an "Authorized Retailer" called Mobile Generation that apparently makes their money by lying to and taking advantage of Verizon customers. I went in to purchase two phones under a promotion going on with Verizon. When making the transaction, the associate (Mike Goodwin) LIED to my face and told me that they had another promotion which gave us *free* accessories with the phone purchase. What he neglected to tell me was that he was actually selling me two $160 accessory packages. He did not provide any indication of this nor an itemized receipt, and when asked why the amount charged to my credit card was higher than expected, he told me that the charge was a required payment "towards the phone." After leaving the store and seeing that no payment towards my phone had been made on Verizon, I contacted Verizon support and learned that because this isn't an official Verizon store, but an "authorized retailer," there's nothing they could do and I must take it up with the store. I've since made daily attempts to contact the store and the manager but have been told nothing except that she will call me "soon." I've never had anything but a good experience with Verizon, but this is NOT VERIZON. This is a company whose business model is scamming their customers. Please save yourself this frustration and money and go to Verizon itself down the road. read more

Stopped in to upgrade my husband's iPhone and, even though we weren't able to because they were out of the color he wanted, we still had a great experience with the employee, Quinton. He was friendly, helpful, and knowledgeable, and I want to make sure he gets the recognition he deserves. Thanks, Quinton! read more

Screen cracked on phone with a full covering case on it, i sincerely hate all of you with a passion:)

I went into this Verizon location looking to upgrade my Samsung tablet. I was unsure of what to upgrade to, but the awesome staff walked me through all my options and told me about each tablets pros and cons. I eventually decided on and iPad pro 128g. Fast service and not rushed, even though it was busy. I will continue to come to this location for the friendly staff and awesome service. read more

Went to this store just to get a quick screen protector put on my phone. I have a bit of OCD so I wanted them to put it on for me. The guy told me my ~brand new phone~ had "imperfections" so there would be bubbles in the screen. After he put it on, there was a giant bunch of bubbles right in the middle of the screen. I asked him to please try it again because it was really bothering me but he said he couldn't fix it. I walked out unhappy with my $45 bubble screen. When I got home, I pulled the screen protector up to try and fix it and I got it perfect within 30 seconds. It makes me mad that he just let me leave with bubbles in the middle of my screen and I fixed it within a minute of getting home. read more

Tried to charge me 150 dollars more than the retail price listed on the Verizon website. I came in looking for an iphone 7 to replace my cracked se, after waiting inline for over 30 minutes I finally got to talk to the one sales associate. He informed me that they had the model I was looking for a 32gb iphone 7. This phone is listed with a retail price of 449.99 on the Verizon website so I asked for the price, after being talked to about payments (which I didn't even want) I asked for the total cash price. I was then told the cash price total was over 600 dollars. This price was severely inflated when I told the sales associate this he began to say that was an online price which is completely false it is the in store price at an actual Verizon store. I asked if he could match the price which he then claimed was "illegal" to do...... At this point I left because I was tired of this store and wasn't interested in hearing a sales associate tell me lies about the legality of price matching. I wouldn't recommend this store to anyone it is a shitty third party excuse for a Verizon store and rely on exploiting customers ignorance to maintain its existence. read more

Michael was very helpful in straightening out a complicated series of account changes. Knows his stuff!

I had an awful experience with Verizon today and was given false information about a sim card price which led to me getting signed up with them which I hadn't intended to do. I'm out $42.50 even though I don't have and don't want service with Verizon and plan on keeping my current carrier. A fast-talking and dishonest sales person also didn't want me to go to the local Verizon store which raised one of many red flags. I went anyway and they were concerned about his tactics and encourage me to file a complaint. When I tried to, 40 minutes of waiting for a supervisor didn't get me anywhere. When I finally talked to this particular sales person's supervisor she didn't think he'd one anything wrong and was going to listen to our recorded conversation which I found creepy, especially since he had called me. Hopefully, I'll get the sim card, bring it to a local Verizon center and this charge will be deleted from my credit card. But this encounter with Verizon has been grueling and makes me think they're skirting if not blatantly misrepresenting the truth. Red flags for Verizon all around. read more

Great experience with mobile consultant Quentin! He patiently and thoroughly answered my numerous & repetitive questions and successfully helped me upgrade my phone. A joy to work with. Thanks Verizon & Quentin. read more

I've had to visit the store 4 times in the last month and even though there were a few glitches with the rebate and delays, I have to say the customer service was great. They didn't make me wait while they worked with another customer and made sure I was comfortable with my new phone before I left the store. They also knew their models well when I had questions about which phone to purchase. I'm very happy with my new Droid and the insurance plan and would gladly come back to the same store. read more

I was looking for some accessories for my iPhone 4 and the sales associates were very helpful.

Showed up at 4:25 to get my phone looked at, I saw a sign that stated, "Be back in 30 mins -management." Ended up leaving at 5:30 after still no one had shown up. The store was empty for at least 55 minutes, probably more. Just Terrible. read more

Quentin Scott was incredibly helpful when my phone broke all too close to closing time. He was knowledgeable about my options, patient with my decisions, and wonderfully kind throughout what was otherwise a very stressful evening. Very thankful for his help and grateful to have such thoughtful and accommodating customer service! read more

Terrible service... Snarky, rude, and belittling. Hard to know whether this is because I am a Black customer, but in any case there is never any reason for such poor service. read more

Went into this Verizon "Premier Retailer" which is a commission based store not run by Verizon. If you're not interested in purchasing a new phone they have little incentive to help you. Went in to do Verizon's trade in deal where I trade in my Iphone 6 for a new Iphone 7. Was told by a employee that deal was no longer available, even after seeing a commercial for it less than 2 hours earlier. Employee said the new deal would cost me over $300 with my trade in. I initially agreed and then half way through the process she led me around the store and said I had some promotional gifts with this offer as "Verizon's way of saying sorry for 2-year contracts." She loaded me up with a "free" Bluetooth speaker, rechargeable battery, screen protector and case. I explicitly said I had these items already and asked if there was anyway to not receive them for a discounted price. She responded that it was part of the deal and that she couldn't do anything. After leaving and feeling very disappointed I went home to see the commercial about the Iphone 6 trade in offer on TV again just an hour after we left the store. I called the employee and read verbatim the offer details on Verizons website. She said fine and told me to drive back to the store to get the deal. On my way back she called me and said that taking that deal would only save me $7/month and I would have to give back all the great gifts I received. I laughed as this it was clear by that time that she simply added these "gifts" to my bill to receive a higher commission. I arrived at the store and waited for another 30 minutes while the employee helped another customer. Once I was able to return the "gifts" I received half of my money back and couldn't get a straight answer as to why I didn't get the entirety of my bill returned. She wouldn't even provide me with an itemized receipt, simply the credit card transaction receipt. At this point I was convinced this was a scam and was extremely irritated. At first she claimed the remaining balance was a "deposit" on the new phone but when I asked when I got this deposit back she switched to it was a "down-payment." I left still feeling like I got scammed but at least I got some of my money returned. I feel like an idiot falling for this but after a long day at work I was tired and thought I would have been treated fairly. Having low paid commission based employees in this type of store is ridiculous. On both occasions when I went into the store I had to wait for a minimum of 30 minutes to be helped and witness this employee run the same scam for several other customers and even heard one complain that she also didn't need these "free" gifts. Both of the Verizon stores on University Ave (Hilldale & Campus) are owned by the same company and employees switch between the two when asked. I HIGHLY recommend simply going online or calling Verizon directly and staying away from these "Premium Retailers" who are only concerned about selling products. read more

This is probably my least favorite Verizon in Madison. It is worth the time and money to travel to a corporate store, or just go through customer service and not to step into a store. This location is a premium retailer (not a real Verizon). The sales reps are there to sell you bundles, that are neither a great deal or free as they set you up to believe. If anything, walk in and get just the phone, and get the rest of your accessories on Amazon. Not only will you get better quality equipment, you won't pay nearly as much as if you get the "included" bundled accessories. Sincerely, I got the bundle and paid $200 for accessories that I didn't want or need, only after going into a real Verizon store did I find out about their scam. This location is right by campus, and most of their clientele are college students who are away from their parents for the first time, it's just not right what they do to people. read more

I strongly recommend customer service training for employees of this store. When I called to find out their hours, the person who answered the phone mumbled and spoke so quickly that I had to ask him to repeat himself twice. I went into the store prepared to buy a new iphone, and there was one clerk, occupied with the only other customer. I wandered around the displays for about 5 minutes, and the clerk didn't look up or acknowledge me at all. A second employee walked in, so I thought I had a chance. He greeted his co-worker, walked by me, went to the back of the store to put his coat away, came out to the floor, and got on his cell phone. Intrigued, I waited a few minutes to see what would happen. Nothing. I left the store and took my business to a different store. Simple acknowledgement would have kept me in the store and made the sale. read more

I had purchased a phone back in August. I am a naive college student and when I was told the total was going $300 and it was going to be added to the total of the phone I paid and was satisfied. Quentin Scott was a very nice charming man who then told me I get all these free accessories with me phone. He led me around the store and I picked out a screen protector, phone case, portable charger, and wireless headphones. Let me add that he mentioned these were completely free with my phone because I would otherwise never buy all these items as a broke college student. Fast forward 6 months later my mother is looking at our Verizon bill and we're paying towards the $600 cost of the iPhone. She asked me what the $300 went to at my initial purchase and I wasn't sure. I went into the store to speak to Quentin and I didn't get a clear answer but he said politely that if my mom had any questions just to call him and he would explain. I have never heard such rude customer service in my life. Quentin when I'm saying to my mom "Isn't your daughter in college? Shouldn't she be smart enough to figure this out?" He also was saying that the customer is never right and whoever made that up is stupid. My mother also repeatedly asked Quentin how much was added towards the down payment of my phone and he said that she should've kept the records and figure it out herself when he had ALL OUR INFORMATION IN FRONT OF HIM. He refused to give my mom and answer cause he knew I put 0 money down and was telling her to figure it out herself. We later contacted corporate to find out where my missing $300 went. Come to find out Quentin scammed me out of all those accessories that he claimed were free. He charged me for all of them and NO money went towards a down payment for me phone. Again I am a poor college student that would never drop $300 on accessories for my phone. I paid the $300 cause I desperately needed a new phone and he insured me this is what I needed to do. Horrible service and never speak to Quentin Scott if you enter this facility read more

I don't even feel like it's fair to review a Verizon store because I've literally never left one without a bad taste in my mouth. That being said, this was not the worst of all my Verizon experiences. My sister and I arrived to get my screen protector replaced. There were 2 customers being helped, and 4 employees. Should we have waited 40 minutes to be helped? My math says no, but it's not atypical by any means. I'll give them that they were selling phones to college students who had to call home every 5 minutes to confirm a purchase with mom and pop, but that doesn't excuse the other two employees who watched us the entire time. That being said, when I was finally helped it was one of the best experiences at a Verizon I've ever had...he didn't try to sell me ANYTHING beyond what I came for. It's a diamond in the rough folks, and totally worth the wait to get your needs taken care of without all the badgering for overpriced accessories and the latest data plan scam. Some small talk, answered the questions I had, and I was on my way. Employee of the month if you ask me, I'll drive down there for any phone needs in the future. read more

I had to go back twice because I could not figure out how to switch phones. They were very helpful when I came back and needed assistance switching to iOS 8 and enabling my phone to make and receive calls. I would go back if I had any other issues! read more

Shortest time I have ever had to wait for Verizon service. Helpful service, but limited collection of accessories and only 1 store associate on staff to help. So if more than one person needs assistance, I'd assume wait time would be much longer. Overall, I'd say good experience. read more

Fantastic service from James. Had a very tricky issue going on and James was able to work through it and get me a phone. Highly recommend going here! read more

Like the other reviews on this store, this one star rating reflects the pure LACK OF CUSTOMER SERVICE and the ample need for proper training. I am very glad I've graduated UW and no longer have to deal with them just because of their convenient location on campus. I was recently out of the country and used minutes to make an insurance claim to have a new iPhone 6 delivered to my home in the states when I returned. I told Ashleigh that I absolutely needed the phone to arrive on a certain date because I was leaving for vacation the next day. She told me she would get back to me via email as to not waste my minutes. This was very thoughtful of her except, there was no email. I wasted minutes AGAIN to call back the next day, and we worked out the details to have it delivered on that specific day - or so I thought. She emailed a new email I gave her and sent a "test" email to make sure it went through and I could contact her via that. I asked if she needed a credit card number to charge the purchase or if she could charge the card on file, as well as re-confirming AGAIN with her that the phone would be delivered on the specific date requested. Ashleigh assured me that it would arrive on time and that the card on file was sufficient. When I returned home there was NO PHONE, when I left for vacation there was NO PHONE. I emailed her my disappointment as I was boarding my flight and asked for potential solutions to the problem. I waited a couple days - NO RESPONSE. Returning from my vacation I AGAIN found NO DELIVERY OF MY PHONE so I emailed her again asking for a solution. AGAIN I waited for a response and received NO RESPONSE. I finally called the store asking for a manager to handle the situation. The manager was not in, but I was told he would contact me when he returned - NO RESPONSE from him. Instead I worked with Sara and Amber who were helpful, but not the manager I was told would be reaching me. The only restitution I received was free overnight shipping, great, except I no longer needed to have the phone the next day. This solution did not resolve the situation of the incredibly awful customer service I experienced. I chose Verizon for their service. This Mobile Generation "Verizon" does not live up to that. read more

I am a 55 year old CEO who went down to this store to figure out how they scammed my college daughter out of her money for the second time. She bought $11/month insurance on her iPhone, then when she had one stolen, and one get wet, both times they took our earned upgrades instead of using the insurance. I had to write a check for $200 to get my wife a phone due to this and lost another $300 the first time. By my discussions with Amber Lornson at the store, it is clear they are trained to, in essence steal the money from your earned upgrades vs use an insurance claim. As others have stated, they will not give out anybody's name to escalate, and Verizon just directs you back to these dishonest people. Do not go in this store, they will take anything they can from you and have a grin on their face the whole time. If anyone at Mobile Generations reads this and wants contact me feel free. I will get our money back. read more