My son and I recently upgraded our iPhone 10 XRs to iPhone 16 pro maxes at the Mayfield Heights Verizon store. Thanks to Marvelle, our two visits were enjoyable ones. Marvelle was instrumental in making the transition process a smooth experience. He answered all of our questions in a manner which we could understand and did so in a patient and friendly manner. We'd highly recommend him and this store to those seeking to upgrade or purchase new cellular phones and other related products. read more

This Verizon store is extremely busy. You learn this the first time you need to make an appointment. Maybe other places are not but if you plan to go to this particular store, it takes patience. I want to give some "love" to Tamara. She really handled my issue with excellent customer service. Makes the wait worth it. To operate a business and make it successful really is in the hands of your employees and how they treat customers. Tamara is one of your ROCKSTARS! read more

There is no formal queue line and the workers do not know how to do anything. They had to keep going to the back to ask someone a bunch of questions but the mystery person they kept talking to never came onto the floor to help. Very disappointing. read more

If I could give a 0, I would. From the store manager Jeremy to sales person Randy, their incompetence and lack of customer service is staggering. After 3 trips and over 3 hours of my Saturday in this store today, but my brand new phone is STILL not working. They were not willing to give me a credit to my account. They said you should have paid the $30 to have it set up. And the worst part was these guys clearly talked down to me the entire time because I'm a woman. I left feeling both belittled and beyond frustrated. Do yourself a favor and go somewhere else! read more

Customer service is not their strong suite the switch from T-Mobile was supposed to duplicate my existing service. My i-Watch and i-Pad phone service was not connected. My hotspot did not work,; I called Verizon and was told it wasn't working. An hour later I walked into the Verizon store. It was told the hospital was working. As an angry customer I don't think I need to say PLEASE each time that I asked the customer rep to do something. I am not being disrespectful to the Customer rep. I'm being very upset with the company the rep should get that through her head this distinction. read more

Writing this as I stand in the Store. I called 3 times before coming. No one answered the phone. So it has forced me, @750p, to come to the store. I have yet to be greeted. Offered a seat. Asked if I was okay. I'm literally standing at the door and no one has said anything to me. It's been 10 minutes. There's a reason they have 2 stars. read more

I brought my mother to see about her options upgrading from 3g to a smartphone. The young woman was rude, condescending and told us to just throw away the phone Verizon had sent her even though I was told to bring it to a store. She then said the lowest possible price was $80 when the sign clearly said $70 with autopay! Not sure why she was so hateful to an 86 year old woman. read more

I always have a great and speedy experience here. I worked with Randall to buy and setup a new iPhone 11. He was great all the way around.

I wish we could give negative stars. When we came in we were told it would be a 109 minute wait. We waited. After 90 minutes I noticed that people who were coming in after us were being helped or at least being spoken to. When I asked about it I was told that it would never happen & didn't happen. I asked for a manager. The clerk said he'd get him. I never saw him. We finally got waited on. I think only because when I asked I was told there were 2 customers ahead of me & another customer spoke up & asked how since she was the only person in the store that had been there longer than us & she was waiting for a specific person. At least they had our name down, another woman came over during this exchange & said "you're taking names? No one took mine." She'd been there at least 45 minutes. So, Jamila explained our bill which was why we were there. It made sense until we got to the part about an activation fee & I said I'd paid it the day we got the phone. She printed the bill & it showed a charge for accessories (correct) & a down payment on a phone. However, when my son & I went in to change our plan to unlimited because we kept going over on data & buy a new phone, Andy said if we added a 4th line we could get the iPhone 6sPlus for free. The rate he quoted me was cheaper than paying the overage every month even with the fee for the 4th line we're not using, so I did it. The day we got the phone I questioned why we were being charged $204 for a free phone. Andy said activation fee, taxes... nothing was said about a downpayment. Why would anyone pay $120 down plus $35 a month for a line they're not using for a FREE phone. Things that are FREE don't cost $120. Andy claims he doesn't have a lying bone in his body. HA! He & Verizon are scam artists. Time to look for a new provider. In all of this not once did the manager come out. If at all possible avoid Verizon like the plague. Hi read more

Thank you to Solution Specialist Matt Hall for taking great care of us today! Needed a phone repaired quickly, and he guided us through the entire process. Phone is working great! read more

First issue I had with the store is I scheduled an appointment online. When I arrived at the store I was told my appointment was the next day. I showed the associate my confirmation text that said I was right on time on the correct day. He told me he couldn't check me in and I had to wait. Fine, I'll wait for the next available sales rep. I wander the store for 15 minutes while he stood there doing nothing. Magically 15 minutes later he says his name and I'm your sales rep can I help you? Really? You couldn't have helped me 15 minutes ago at the start of my scheduled appointment while you weren't doing anything? Moving on. I was in the store because I want to get my tween a phone. I'm very concerned about online use and want to fully understand parental controls. I tell him I was quoted online the cost of a new line was around $20. He tells me that no, with unlimited data the cost is $50 for another line. We argue for a bit and I ask him to explain the parental controls. He tells me about 1 app but doesn't know how it works. Great, no help there. Anyway, I call Verizon and get a phone line and kids plan for $10 a month not $50. It uses my unlimited data and has parental controls. This sale guys was an epic fail. Don't waste your time going to the store. Call the 800 number instead! read more

This place is awful- if you have high blood pressure it could be dangerous. FIND ANOTHER LOCATION! read more

My son and I went to this store today so I could surprise him with a new phone. I had done my research on the prices and the promotions so I knew what we wanted. After I told the salesman what we wanted, he went to check on what was in stock. He came out and said what the price would be and I questioned it because of a certain promotion. He first said that he assumed that I would want the insurance and the bundled package - you know what happens when you assume something, right? Next, he said that promotion was only for online sales and I could use his computer to get online to make the transaction. I was not happy so I called Verizon and was told that that was not true at all. I made the transaction over the phone with a much better deal than was even offered. The incredible phone rep even added headphones free of charge. No reason to go to this dishonest store - call Verizon first! read more

Spent an 1 hour and 40 minutes with my wife setting up a Business Account with 4 lines. Great service at the time, but a few days later I needed to call my representative to complete the port over of my last existing phone line. No answer, but the voice recording told me the individual was out for the rest of the month with Covid protocols. Call the store repeatedly, kept getting transferred to Corporate and they essentially told us this was not their problem. I was simply asking - are my wife and I at Covid risk from this individual who may have been actively sick or is that person out due to contact tracing? It means both of us go into 14 day Covid isolation as a precaution. Verizon essentially told us it was not their problem. Wow. read more

Horrible wait time here, understaffed, literally wasted 4 hours waiting for help here. For a place that takes a big part of your paycheck each month they aren't trying hard enough. There are two people working. The parking lot is filled with cars and people waiting to be called in. Bad experience. Aggravating. Next time I'm doing it all online. read more

Horrible, maybe they should have some people working there instead of an hour and a half wait. Just lost my business of two brand new iPhones and accessories. What a joke this and many Verizon stores are. Will just be going to apple where there is always more people working there than customers to help you right away. read more

For all of my new phones I've been going to Randall for years. I've bought 3 phones from him. He always finds the best deal for you. Randall is the man! read more

I told the salesman I wanted an iPhone plus 6s. I told him I had a reduced price upgrade offer and wanted to pay for the phone. The salesmen tells me about the payment plan and how it would save me money. I listened patiently, and told him it's OK , i just wanted to pay for the phone. He says, ok, if you buy the phone it's $40.00 upgrade fee plus sales tax...just want to make sure you understand how much money you can save with the payment plan. Over the long term the plan would cost me more and I can get better deals from Verison on my own, but I did not want to argue the point with him. I left the store, called version and got a better deal over the phone. The salesmen was too pushy and lost a sale. These guys are on commission. Maybe he will listen to the next customer. read more

Very slow service. Had to wait for 20 minutes before customer service specialist was able to help me. The good thing is that they replaced my phone with no charge and upgraded my date from 8 to 10 gb absolutely free. read more

I went through 5 refurbished droids and they still would not give me a new phone im on my 8th now

Horrible service. I signed in and then sat for 40 minutes watching 2 employees watching music videos on a phone and laughing like hyenas. Then the store manager and 2 employees were helping one customer buy a helicopter christmas toy. Really? 3 employees to sell one toy while there are 5 people waiting while its snowing like crazy outside?! The manager seemed completely indifferent and resumed walking around the store playing with the toy for another 30 minutes. If I was the manager, this guy would be fired. read more

What a truly horrible customer service! They are unprofessional, and simply rude! I have never seen this kind of "service" in my life! Avoid this store at all possible cost. read more

Nightmare! Terrible store! I want to buy a phone for myself and wifi service at home. They told me that 4G device for wifi is the best choice for me because of its cheap price and good signal . They told me that I only need to pay 30-50 bucks per month if I only use wifi to check email and browse website without long time video watching. Then I was required to sign two years contract . For first month, i only use 4G wifi to check my email on my computer at home for about 30 minutes per day, then I was charged with $1800 for first month . I called customer service, they told me that I signed the contract, they can't help me. For second month, I close the 4G device without usage of wifi at home. Then I was charged with $1700. By the way, I only use my iPhone for the local call in USA which is unlimited in my package plan. Additionally I am afraid of using iPhone 3G data, so I tried to use wifi in company . I call the customer service again, I request quit Verizon contract because I didn't use their wifi but I was still charged with unbelievable price. Finally I paid another $300 for the penalty of quit contract. And, I still got another $600 bill for third month even I use nothing during the process of quit. I don't know how can they calculate my data usage even I didn't use it. I called customer service many many times, they did not show me the details of data usage. They did not do any help to find why the bill is so high or find a way to resolve it. This store like a trap for me with full of cheat . As a customer, I swear that I never involve any business with Verizon in my life. read more

Walked into verizon and from the start they was very helpful the rep I dealt with gave me good information about the devices I asked about and they put in a ph one that fits me read more