First, I'd like to say I'm reviewing the STORE here, and not Verizon as a service. Now, with that out of the way... The store itself was pretty solid. I've had a few stops in the past and was treated very well each time. At some stores, people assume you know too much, not enough, etc. Here, the folks approached me in a way that helped them find out where I was at, THEN talked to me at the appropriate level. In my case, I do a lot of resarch and have a technical background, so they didn't treat me like an idiot. I appreciated that. When I pre-ordered my phone, everything was taken care of on the spot. The day it came in, I went to the store and a rep took me right to to the counter to get me my phone and out of the store before dealing with the masses. THAT was sweet, and it saved me a ton of time. I don't like the incredible markups on accessories at the store. I understand all stores are like that and that's how they make money. I just won't buy accessories there, and if they try to push it, I kindly decline. I've never been treated bad at this store, and would recommend (if you choose Verizon) to visit here. It's big, it's clean, and they've always been very kind to me. read more

I'm very grateful for the team here. Oscar, Victor, and Brad were incredibly helpful to my mom and I that were struggling to switch from AT&T to Verizon- but we know we made the right choice by how knowledgeable and courteous they all were. We had a lot of questions and confusing steps we needed to be walked through but they checked off all our boxes. I can't thank yall enough! read more

ZERO stars! Avoid this store at all costs! They want to move product. They do not have "customer service" in their vocabulary. It's about their sales, not your needs. Bo at this store forced a tablet on me last year, under the guise of it being a free promotional gift. What he did not say is Verizon would proceed to charge me each month, while having me signed up to a contract. For a device I did not request, did not want, and do not use. It's like the eighth circle of hell trying to get out of this thing. No one at the store takes responsibility. Then you've got calls to Verizon customer service. Hold times of 10 minutes plus to get an agent. Who knows how long the wait time truly is. I hang up at the 10 minute mark. I'm in the market for a new phone and I would never return here ever! I've just got to get rid of the "gift" I'm paying for first. AVOID. read more

I made an appointment with a very rude associate from the beginning and was told to come back at 1 pm. I got a text message before 1 pm saying they were ready for me. When I came in at 1 pm they told me I missed my appt time and then the rude associate told me I was told it was roughly 1 pm and since I did not come in within 10 minutes of my appointment time, my apointment was canceled. She never had told me roughly, as she was very rude and short with me at the time of the appointment. I have been a Verizon customer for several years and this was just terrible service. Very disappointed. read more

Worst customer care and service ever! It's my first month with y'all and you can have this shit back if I could give u no stars I would

I hate verizon Long story short. One rep tells me one thing, another rep tells me another. I ask for a supervisor. Supervisor Fred gets on phone. I ask him if he personally like getting charged for services he's not using (which is what they are doing to me), and his response: "I'm not paying, you are." A-hole. I hate them and can't wait for my contract to be over and switch carriers. read more

My bill is different each month, did not credit me correct trade in price for iPhone 11 Pro Max. That is only reason I went back to Verizon to upgrade to 13 Pro Max. It DID not go smoothly, no one knew exactly who should ship phone in. Result - I got charged entire cost of a 13 Pro Maxi had to dig and dig for tracking number etc. My bill is a mess and I still dont see the 900.00 credit for trade in. IWATCH trade-in -OMG you think I wouldve learned. I attempted to trade-in my black stainless steel large face Iwatch3 with beautiful stainless steel band. , Milanese band. Paid 850.00. I was given a box (me?) why not store to mail in for trade-in for Stainless Steel Gold, Milanese Band (900.00). I called Verizon as the paper work I have says I traded Apple $3 Nike 42mm Gray Alum Black Sport Band????Or that is what I was to get?????? NO NO NO. They cancelled the order thus wiping my trade -in of 900.00 beautiful watch. I tracked it, they received it but it is their policy not to return a watch for trade-in. Well, that was cancelled after I SENT watch that wasn't even written down on order correctly. I have never owned an aluminum Watch/Nike!!!! Every time I call I am on hold an hour, chat gets me nowhere. Finally, a supervisor, Chris sent the warehouse an email to try and get it back OR fulfill my trade-in with Gold Stainless Steel (NOT ALUMINUM!!!! with Nike Band) WITH GOLD MELANESE BAND. Why does something so simple turn into sorry once we receive your item, we cant ship it back?????? What I just gave you an iPhone 11 Pro Max, no one knew what paperwork to do, and I did not get the promotion but a credit for around 383.0 0 when it was to be 900.00! The IWATCH I am NOT forgetting about. They can fulfill their end of the promise and Chris said no charge for all you have been through. He said I would get an email from warehouse within 24 hours determining an exception IF they can find my watch to return, OR be sending what the trade-in was to be a Gold Stainless Steel Watch with Gold Melanese loop Stainless Steel Band. Have not received any email from warehouse which I knew that was to end the hour call. All I have a bill which is not what I was quoted when I switched, 80 a month, minus 10.00 total. 70.00 will a small amount added for difference In promotion of phones, 300/24 months. 12.00 . So 70 and 12 and taxes around 82.00. My bill 156.00, next months is 400 some. Im ready for BBB and knew I never should return to a business that never answers, different person each time chat, canned answers, NOTHING resolved. We will see Thursday Jan 6th. read more

Very attentive and quickly assessed my issue. Plenty of staff that handled the clientele. Nice job Matt! read more

This is the worst phone store I have ever been in. First of all you wait forever while one person acts like a host and signs people up for help. That is ALL he does! Two people helping customers and while we were in there about 6 people can in for help. Then after all the waiting, the person who was supposed to help me ( red headed female ) was VERY condescending and told me I could not get what I was asking for. Never suggested a way to help me or an alternative for what I thought I needed. I went home and called the customer service line and got effective help that way. I thought talking to a person would help,but not at this store! Very unprofessional and condescending to customers! I would never go back. I told her I would go sign up for Cellular One she upset me so much! Avoid like the plague!! read more

Many things needed changing and I had many questions. Speaking with Brad I received simple and straightforward answers to all my questions, and honest and cost effective ways to do everything I needed to do. Very pleased and relieved to be back on track and back on my phone read more

I came in about 20 minutes before they closed with a broken phone looking to upgrade. Immediately after walking into the store I was helped by a lovely sales representative named Ava. I needed a new IPhone that same day and even though I came in with only 20 minutes left before close Ava was happy to help. She quickly showed me all my options and helped me pick the right one for my needs. She even helped me set it up even though the store should have been closed. I really appreciated this and her help. This is a great Verizon store and I highly recommend coming in here if you need help with your phone. read more

Stopped by to buy a phone. Told the wait was an hour. Going to switch to different carrier

WORSE by far of any stores I have been to. Just stand around and talk! Believe me your store is not worth stopping ar. read more

Stopped in to upgrade my husband's iPhone and was helped by Ava, who was super helpful, friendly, and knowledgeable. Very satisfied with our experience! read more

I'm wondering if there has been a change in both management and staff since these older bad reviews. I stopped in on a whim a few weeks ago to see about a deal Verizon had emailed me about. I usually dread going into a cell phone store and/or contacting Verizon. Also I had been delaying upgrading my phone because they keep getting bigger and bigger and I liked my little iPhone 5 thank you very much. But the promise of a nearly free iPhone 7 for trading in my 5 was too much. Was it too good to be true? I had to find out. I was immediately greeted by a very friendly guy who informed me it would be a few minutes before someone would be free to help me. Okay, that's fine. Less than five minutes later another very friendly guy came over. He confirmed the deal was real as well as helped me get into a better plan for less. Over the years I had called Verizon asking for a better or cheaper plan and told nope, nothing to offer you. The nice guy who helped me was a bit surprised by this. (I wasn't--while I've been with Verizon forever, it is definitely not their customer service that keeps me from leaving-their coverage is the best). This store was easily the most efficient and friendly of any Verizon store I've ever experienced. From now on I will always come here for any Verizon-related needs. read more

Terrible service. They offer you great deals. Warning read the small print. Hire a lawyer when the deal runs out you will be paying dearly for the deal you got. Like the saying is. You Make a deal with the devil. Avoid at all cost. Promotions deals forget it. I was paying $80.00 for 10 gigs of data. got an email saying 12 gigs for the same price $80.00. If was the same price why did my phone bill go up 115.00 more a month????? Stay away from Verizon!!!! I just got a reply from Verizon customer service saying oh sorry to hear your bad experience please contact customer service. Well I already did. no help I am screwed. Oh yeah they said get one free gig for the holiday nothing's free from Verizon. Deal with the devil you will pay the price. Just a small change in your bill it will go up from $216.00 to $337.00 in a month. Why Why Why??? Stay way from Verizon!!!! read more

As others have stated, I am only reviewing this location. I went to the Deming Way location about 10 months after buying my phone and plan at another location. My screen was cracked- but no problem cause I have the lifetime warrantee and the insurance plan. Wrong. After getting the run around from the first person I asked for the manager to take a look at it since I was't sure if the crack was just the protector or the actual screen as well. He refused to and told me to go back to where I bought it. I called varison and spoke to a very sweet customer service employee who immediately sent me a text with everything I needed to file an insurance claim. I then called the location where I bought the phone and the customer service agent actually set up to have a new screen protector sent to my home in the mail. This particular location is unwilling to serve Verizon customers. Avoid the headache. I actually wish they would just close it. read more

Brad Rocks! There was a short wait as we watched employees on their devices and standing around, which is hard to understand when you have customers waiting. Once we got started, Brad was fast and efficient! He was very helpful and knowledgeable! Thanks Brad for the great customer service and help!!! read more

This is somehow the absolute worst Verizon store, and we consistently get the worst Verizon employee who has no idea how to fix anything, I think her name is Kyle? Rather than offering any help, she just tries to make you call customer service and waste your own time for problems they caused. In this case, we got charged an extra $125 for phones we paid for 3 months ago. I seriously don't know why we bother going, when we upgraded our phones last time she mixed up our SIM cards nearly 6 times and kept wondering why the new phones weren't connecting. We spent 4 1/2hrs at this store because of her incompetence. Save your energy and just call customer service, the people working at physical stores don't deserve your business. read more

Store is understaffed for service but people are helpful and knowledgeable. Convenient location.

I purchased a new phone at the Middleton store last week and there was an issue with it, so I called the 611 number to report the problem. I explained to the supervisor what the issue was (alarm going off, even though I had set the phone to "All Sounds Off"), and he confirmed my phone was faulty. He told me I could return it to the Middleton store for a replacement of the same model. I explained I'm recovering from a medical procedure and would need store staff to completely set up my new phone for me. He said he entered all notes about the issue in my account so store staff can look in notes and see everything we discussed, and set up the new phone for me. At the store, I was assigned staff person "S______r". She was unfriendly, unprofessional and insulting. I first explained about my call to 611 and that the issues were documented there. I also shared with her that I wasn't feeling well due to recovering from a medical procedure. She initially refused to look up the notes, then did so later and tried to tell me that the person I spoke with said the problem had been resolved. I had to re-explain the issue in detail, and the fact that the 611 supervisor verified the issue had NOT been resolved, hence the reason for the store replacing my phone. Once the new phone was ready, I asked "S" to test the feature that was the problem on the old phone - so I could be sure it worked on the new phone. She started arguing with me about the feature, saying I should have disabled the alarm a different way. I explained again what the issue was, and that I had correctly used the feature, as verified by the 611 supervisor. She didn't seem to understand, so I said to her it seemed as if she didn't understand the feature I was describing. She replied in a very unfriendly manner, "It seems like you don't want me asking you questions about the problem with your phone!" At that point I was so upset I asked to speak to a manager. The manager helped me check this feature and a couple of other things on the phone, but even while helping me, it seemed she was irritated with me. Even though the manager helped me with a couple of issues with the phone, the other sales associate had already upset me so much with her insulting, rude behavior that I will not return to this store for any reason. I have had very positive experiences at the Fitchburg Verizon store and will give them my business from now on, even though it is far out of my way. read more

I had moved 30 miles west of Madison and was concerned about coverage in the area I had moved. I had been with AT&T but was not getting coverage. The sales associates promised me, repeatedly, that I was covered; that they had many clients in Arena WI. Both of these statements were lies. My father under went heart surgery a few days after I bought the phone, and I was unable to return the phone within the 2 week alotted time. Also, the little rural "block" I lived in was not in their coverage map---AT ALL. IT WAS ENTIRELY WHITED OUT. They would NOT let me out of the contract. I had absolutely NO coverage. None. I still had to pay for use of that phone for two years. EVERY month---no coverage. When I DID drive into the city, I couldn't use phone (I had coverage, but battery drained so quickly searching for my tower and was roaming. I asked if I could just ensure I could use phone when I was in City, and they said "Nope". *ALL* Wireless Companies and Cable Companies Are Evil. read more

Terrible service, terrible experience. Wanted to upgrade older phone to flagship phone. Several phones and devices on contract. Tried looking at phone at store. Every time I picked it up the alarm went off. Every time. I asked if there was a way to get one to look at without the alarm going off. They could not provide one. ?!?! What? really I want to buy a ~1k$ phone and I can't even hold it first? What is the point of having a store if you can't check out the phones? They took 15 min to even have someone available to talk and then could not figure out how to help me simply look at a phone. What a mess of a store. I'll be trying the Fitchburg store in hopes of a better experience. This one is simply not worth the effort. read more

Worst store ever, went in to upgrade my phone and got a good phone it was fine. They said it came with a free tablet, yet im paying a monthly charge for the tablet. They then sold me an iphone charger when i dont have an iphone. I do take fault with this that i didnt look closer at the box, and trusted them, never again will i make that mistake. DO NOT GO HERE. Terrible, terrible experience. read more

This location has the most helpful, customer-service oriented staff of any cellular phone company I have encountered. The phones and service plans are great but it is the attitude that sold me. If you go make sure you ask for Dan. read more

The "manager" of this store provided my husband and I some of the worst customer service we have ever received. I bought an iphone8 at this store less than 45 days ago and about 3 weeks ago it started draining the battery at 50% and dying instantly. I was told by Verizon customer support to go back to the store where I bought it and ask to speak to a manager, because with manager approval they can replace a phone due to manufacturer issues. When i told this to the manager at this store, I was told that "he would not be approving this because it's not an extreme circumstance". I asked what an "extreme circumstance" would be and his response was "well if you were like a doctor or a business owner." When I asked him what made those professions "extreme circumstances" he could not answer my question. He was very rude, cocky, and disrespectful. It was a form of discrimination I have never experienced. This "manager" never asked what my profession was, or what my husband did for a living. How could he be sure that neither of us were of "his level of importance"? By pure judgement and assumption. All of these qualities do not describe someone I would see as a manager, nor someone I would ever choose to do business with again. All 5 lines of our plan will be changing providers and I will be very vocal as to why this store should never be used by anyone I know. The better business bureau of Wisconsin is aware of the discrimination that took place at this store. I would love to see it go out of business so no one else is scammed into doing business with such an unprofessional location. read more