The only reason they get two stars is for the good service I relieved in the distant past. My recent (within the last year) visits here have been nothing short of horrible! I know that the manager has recently been changed and boy does is show. She is horrible and should go back to customer service training school!!! MY TWO MOST RECENT VISITS (with the last six weeks) 1. Son needs an upgrade - had unlimited data. Salesperson (SP), too bad - you get 2 gigs. Me - Is there anything you can do? We are long time customers and we need more than 2. SP - No, those are the rules. Me - Well, with all the competition it seems like something can be done. SP - No . Me - Can I talk to the manager? SP - She will tell you the same thing. Me - Please get her. SP goes to manager and literally tells her what he said and to tell me the same thing. Me - Please don't tell her what to say, please let me tell her my story myself. Manager to me - Don't be rude! What?! You guys are crazy! Who treats a customer like that?! Leave in a huff. Call Verizon on the phone. Yes, no problem we can give you 6 gigs for the same price for being such a loyal customer. So easy and the store so unprofessional! Went to Costco and got the phone for less money too! 2. Upgraded my own phone shortly after the iphone 6 release, but didn't get an iphone. Went into store to get help on setting up voicemail. Was told there was a 40 min wait. Waited patiently for over an hour. That's when I noticed that others were just coming in and instead of waiting were saying that they just needed one little thing. And they would take them. What?! I asked when I would be called. They said that there were still two people in front of me. I told the checker inner person that I just need to know how to get digital voice on the new phone. He did his best to help me. Kudos to him but they never called my name and it took two phone calls to Verizon tech support to get the phone working properly. And truth be told it was my son who eventually figured out the issue. read more

Employees have no idea what they are doing and constantly ask each other for help. Plan on at least 1-2 hours even for simple issues.

I urge corporate to do a full investigation on this retail location. It is very poorly run. I was scheduled to pickup my brand new iPhone today and was told I would be notified in the app when it was ready for pickup. The app never updated and when I tried calling I was routed to an offshore call center. I decided to head into the store later in the day despite the phone note being marked ready. A manager immediately said he would go back and grab it upon my arrival. He came back about 10 minutes later, asked to see my ID, then handed me a bag. Before walking out the door, I reached into the bag to check the box. To my dismay, I was given a tainted box that had been tampered with. There was a sticker that appeared to have been removed from the box, leaving multiple indents and marks as well as a dent in the upper corner. I was very concerned the phone had already been used. When shelling out $1100 for a brand new iPhone, I expect a pristine box. This is where the manager decided to lie and humiliate me in front of about 15 bystanders. He claimed I already took possession of the device, and my only option was to return it, in which case I would forfeit the promotion I had used and he said I would not be able to obtain one for 2 months as they are not available. All I was asking for was a new iPhone as anyone would expect. I was met with negativity and rudeness from someone who claimed he was a manager. When I said I was going to call my lawyer to check, he changed his tune and said he can call another store. Please know you will be intimidated and harassed in this retail location. Verizon - Do Better. read more

I have posted twice about being removed ny police for trying to get a credit i was owed. I was removed by police for simply trying to get my credit. When I find the most ironic is that I get an automatic reply from a Verizon bot saying that they're actively investigating the issue. Which is a complete and utter lie. They do nothing to follow up. It amazes me that these empty promises somehow make me feel that I should be rest assured quite the contrary, and I'm sure I'll get a automated response from this email further exemplifying the BS behind this company. That's all I got to say for now. read more

Walked into store - no other customers were in there. There were 5 people working there. Alice tried to help us with replacing an IPhone on our business account. She seemed very confused & she kept grabbing all her stuff & walking into the back (maybe to get answers from someone) coming back and being more confused. Alice tried, but she was not very knowledgable. She eventually asked Sam to help us. Sam came over and was just rude & belligerent! ,so we left the store! Horrible experience! Avoid this store at all costs! What should have been easy answers were addressed with confusion & ignorance, then replaced with obnoxious nasty rudeness! read more

These guys are awful to deal with. Misinformation. Lack of empathy. Unscrupulous. Don't problem solve.

I returned a device through UPS to Verizon because it was not working. I tried returning it to the store where I was rudely told that they don't take back products.The Verizon email stated to drop it off at the Northbrook store. I have had a terrible experience with customer service on the phone as well- to get them to recognize that I returned the item. I have spent hours on the phone. I have shared the UPS info as well. read more

we have used Verizon for over 20 years. we use Verizon for wireless internet and our phones Until recently , we have been relatively satisfied. The last few weeks , nothing has been working and our technical support has been horrendous! Every time we call, we spend hours on the phone and try something different. We have been told we need extenders, new modems etc and we spend hours setting these up. nothing has worked! finally we were assured that a manager would call us at a specific time and he never called! Nobody seems to know what they are doing and we are beyond frustrated. I guess we will have to find another provider! Is anyone satisfied with Verizon? read more

Excellent sore Great staff Good management Good prices and deals Stop in you won't be disappointed! read more

Absolutely the worst help Ive ever experienced in Verizon. The manager there would not even answer a question without having me sign in and wait for people who were setting up phone service, troubleshooting or asking involved technical questions. Having a simple "yes" or "no" question should not require waiting for 15 minutes. And the staff were actually rude. Other Verizon stores have been more helpful and pleasant. read more

Getting some actual help would be nice. I got to the store at 3:58 and checked in. At 5:00 I still had not been helped and only one employee was helping a customer. Every other employee was in the back of the store. read more

Service rep Alice and manager Edwin are absolutely the BEST. They just helped me solve a very difficult issue with my phone. They were smart, patient, accommodating, kind. I will NEVER go anywhere else now. I was so beyond grateful for everything they did. 10 stars!? read more

I waited 10 minutes to speak to a person, I wasn't authorized as an account manager it was told I needed to have my dad add me and it would take a couple minutes. I ended up waiting an hour and still was not an account manager. I then talked to the manager and he told me it would take up to 24 hours for it to be processed. Biggest waste of my time don't go here! read more

To whom it may concern After numerous phone calls , and twice with Tech support and visiting your store while I was on the phone with tech support . you leave me no other choice except to leave verizon . I tried real hard to straighten this mess out and to no avail , now i'm missing voicemails and text messages & dropped calls , this cost me money with my business . im a loyal customer but you leave me no choice except to say goodbye read more

HORRIBLE EXPERIENCE!!! Went to the store at 235 Skokie Blvd Northbrook, IL for help activating a new phone that was purchased through Verizon via their main phone number. Was treated rudely and indifferently at the store! Verizon should not employ people who do not care about their customers. When I called to complain was told incidentally that there was another plan that would have been saving me over $90 a month for the past several years! That was an overcharge of about $1,000 a year! I have been a customer of Verizon for decades. OUTRAGEOUS. read more

Worst customer service from Steven , Sam , Edwin and Ornella ! Don't go !! I've never been treated worse anywhere and my rebate got lost when they said it was done ! read more

Get ready to wait. And wait some more. There were two people on the floor helping customers, and probably 10 people in the back that would come in and out of the back. Those people coming in and out? No help whatsoever. It's a brutal experience. Go somewhere else. read more

Awful customer service waited 1.20 hrs and then left multiple ee's in the back waiting for phone updates perhaps but not willing to help with customers manager Aaron turned 6 people away while I was waiting saying they couldn't help with minimal tasks yet I never saw him help one person outside of checking in with a scan. He did leave to interview someone at one point and never came back while the office was full of 7 people and waiting. I saw 4 different ee's but only one trying to help with 2 customers other where mia in the back the entire 1.2 hrs read more

Since I bought the phone I have been overcharged many times so I cancelled it and made the extra payments they sent me an e-mail from the store later and this affected my credit institution the employees are completely selling products to scam the public and they charge extra fees extra charges are made after the purchase and it is completely unbelievable and they do not return the phones you give them back I gave them three phones they took all three of my phones there is a cancellation policy within a month I cancelled everything after ten days I could not get my phone back in any way their internet is already terrible I definitely do not recommend it I have now switched to another operator and they do not care in any way they do not help they say call the support team I call the support team they say we cannot do it like support go to the store you bought it from I come to the store no one in the store helps there is nothing we can do call the support everyone directs each other I have come to this store a total of four times and every time they say faggot like support the other one says call the support team everyone makes each other call I definitely do not recommend it read more

I'm already frustrated beyond belief and I haven't even gone to the store yet. The fact that there is no way to contact the store directly to check on an in-store pick up is absolutely ridiculous. If you ever get a rep on the phone from Verizon customer support they give absolutely no helpful information and say they don't have a phone number for the store. Short the shit out of this stock! Everytime I need help it takes hours out of my day and always walk away with no answers. read more

What happened to this store? This store used to be excellent and I've been a repeat customer for more than ten years. However the last few times I've walked in the door and then walked right out after getting a complete lack of help from the rude staff. That lack of service and apathetic attitude comes from the store management. I recently went in to buy a new S24 Ultra and asked how much trade in I would get for my 2 year old phone (I already knew having looked on-line). They told me my old phone had zero trade in value. I walked out and went right to the Verizon kiosk in Costco. I received the $800 trade in plus an extra $100 gift card. Unlike the Verizon store, the help at Costco was very helpful and extremely professional. Given that this Verizon branch is most likely a franchise with their customer service more a reflection of local ownership rather than Verizon's policies, I have no reason to ever go back. Disappointing to see a store go from excellent to horrible. read more

This review is NOT of Verizon's service. This is specific to the Northbrook IL location. We were put on such an awful plan, that when we contacted Verizon to sort it out, they told us we should return to the Northbrook Verizon store and speak to the manager about our experience. The manager WAS our salesperson. read more

Brought my phone in to purchase a screen protector and they usually don't want to apply it to the phone- but here it wasn't an issue and looks great. Did I mention they're to my carrier for my phone service. read more

Unbelievably poor customer service from Verizon Wireless...and it all started with this store location. We wanted to trade in an old iPhone for a new one for a family member. One customer service representative started working with us, then halfway through the process passed us off to his "manager" for some unknown reason. The manager came over to finish the transaction. He said we would have to mail back the trade in phone through UPS - and that was fine with me. Then the manager changed his mind and said "I'll just take the phone from you." Again, fine with me. But before waiting for our phone to erase, he wandered off to help a completely new customer - a family who had just entered the store and wanted to buy a ton of new phones. So I had to interrupt him in his new customer interaction to say "Hey, did you want to take our phone?" And he took it from me and continued talking to the family so we just walked out. Fast forward to two weeks later, Verizon never received the trade in phone and I'm getting emails from Verizon saying I'm on the hook for it and time is running out to trade it in. Here's the catch: It's not possible to call the actual store. And apparently this guy wasn't even the "manager" because the store manager is a female. Verizon Wireless support themselves couldn't get in touch with anyone over there. I was on with customer service for three hours to track down the old phone. Go elsewhere for true customer service and a legit manager. read more

Waiting at Verizon for my 3pm appointment. It's now 3:32pm. I have no hope of getting anyone to help. It seems that there are many people working here but nothing gets done. One person working with a lady having issues with her phone. One person is checking people in. Two men are helping a man with a purchase, he just walked in. My guess is they only have one tech person qualified to help with phones. I just left, I have better things to do than wait. I talked to the greeter on the way out, he said the time for appointments isn't necessarily the time someone will see you. Word to the wise - Just don't go to Verizon. read more

I desperately needed 4 new phones for my family. I went into Verizon and they were not only able to help me, but their customer service was impeccable. Terry took his time to listen to my needs and find the right phones and services for us. The Manager, Tony, also took the time to help understand my needs and helped us get through the whole process as smoothly as possible. I would highly recommend this Verizon location. read more

I have been a customer of Verizon for over twenty years. If you want to hear lies about plans and prices, than this is the place for you. I will soon. Be joining my friends at T mobile. read more

WORTH EXPERIENCE EVER. I've tried to switch my line to Verizon. But nobody cares. I was waiting in line, then I was waiting another person. And I just left after 40 min read more

Absolutely horrendous experience. The two agents that I dealt with were both very rude and disrespectful. While I was waiting, I also noticed another customer being treated very poorly. I cannot recall the last time I witnessed such terrible customer service.​ read more

This used to be the greatest store, now they are unhelpful to the point of being rude. I came in for some follow up tech support and 4 guys on duty, no other customers, and they volunteered zero and said I had to call the 800 number again. Yuck!! read more

The customer service at this branch is deplorable. I went in to pay off my device. The person who checked me in told me that I could do it on the app. I said to him "I tried but I didn't know where to look." I asked if he could show me and he refused. He put me on the waiting list and walked away. It would have taken him all of 10 seconds to show me as I later found out you hit "Account" and then "Manage Devices" It might have only taken him 5 seconds. But rather than being nice he chose to be rude. I left the store and about 45 minutes later I got a text alert that I was next in line. Wow. read more

Either this store doesn't staff well enough during the holidays or the boss insists they get customers in and out quickly, accomplishing that goal by offering indifferent attitudes and rushed service. I mean, why give a complete explanation when a few words in cell-tekno-speak, muttered in passing seems to suffice (to them)? Why not just grab the phone and make a quick adjustment without guiding the customer through the process and then walk away without sufficiently answering followup questions? Yes, the customer service generally sucks and with only three, maybe four, employees for a dozen or so customers, I can understand why. I was helping a friend buy a phone and what this experience taught me is...stay with AT and T and buy from the Apple store. Friendly, helpful folks...not here. read more

The staff here are unprofessional and rude, especially Peter Martinez. Don't bother making an appointment as they will make you wait over an hour. I have had better service at the DMV or post office. read more

I went in here to upgrade our phones and change our plan. Brad Davis, the salesman who helped me was OUTSTANDING. Made sure I received the equipment I wanted, tracked down elusive information for me and gave me a great deal as a loyal VRZ customer. Best of all, he took the time to call a few weeks later when the company was running a "two for one" special to tell me I would get a full credit on one of my phones. Pretty darn good for a mobile provider where expectations are low. ASK FOR BRAD, the man. read more

This store has restored all of my faith in Verizon. After buying a blackberry from them last June, I have had to have them replace it four times for different problems. I've repeatedly found myself in dangerous situations, both in foreign countries and in the US, where I could not make a phone call. And every time I came into a store or called customer service, they told me there was nothing they could do and I would have to wait the 2 years until I was eligible for an upgrade. It was frustrating, and actually downright dangerous. But Jerzy, at this store, told us what to say to customer service, how to explain our problem, to maximize the chance that we would get some help. And we followed his directions, and Verizon ended up coming through and really helping us out. Since high school, I've converted dozens of my friends from other companies to Verizon, telling them everything about it was better than what they had with other companies. Thanks especially to Jerzy, and to Kathy (the customer service rep we talked to on the phone) to proving me right. read more

We have a family plan. On Monday, I went in with my son and upgraded his phone. On Tuesday, I went in with my daughter and asked for an upgrade and the salesman said I am not authorized to get an upgrade. My husband is the "Plan Manager," and he would have to "authorize" me on My Verizon. I said this was not a problem yesterday. He said, "You shouldn't have been able to." I am an adult woman with two master's degrees, but Verizon says I need my husband's permission to get an upgrade for my son on our family plan. read more

I went here yesterday, 2/26/18, to make use of an upgrade. First off, the customer service was...okay. I've been here, numerous times before and the customer service has always been okay, nothing extraordinary. When I first came in, this woman asked if I needed help and then proceeded to have a young man named Kevin help me. When this woman approached Kevin to help me, he was in the process of talking (or flirting) with another employee. Kevin and this other female employee just looked at each other while this woman, who probably was a manager or someone in a leadership, just stood there scolding them. She even turned to me and apologized to me. It was just an awkward experience. However, I digress. I ended up getting the iPhone X plus a screen cover and a case. The Zagg screen cover was put on by Kevin. He didn't quite align it right but I didn't figure that out until I got home. Since I came into the Verizon at 7:30, it seemed like they were in a rush because they close at 8 so Im not surprised that Kevin didn't pay as much attention to putting my screen cover on my phone. When I called today to ask if they could realign it or fix it, they said they could but it would risk the glass breaking and if I wanted a brand new one, I would have to pay for it. I told them if it was put on properly last night I wouldn't have to be doing this and they basically told me it wasn't their fault. I paid for my phone and all the accessories going with it and the least they could have done was pay attention and have good customer service. I then told them I was not gonna waste my time going in to have them realign the screen. So Verizon customers, please beware. Go to any other location besides this one. read more

DO NOT SHOP HERE. A very weird experience with the worst customer service I have ever encountered in my life. After two hours of setting up my service, I was told the phone I wanted was not in stock. So, as I had paid for the phone, I went to the Wheeling store to pick it up--although I told my sales associate the store was closed on a Sunday--he told me it was open. A half an hour drive later--I discovered the store was, in fact closed. When I went back to the Northbrook store--no one working in the store would look at me--so I had to walk to another associate--who begrudgingly admitted he had seen me earlier in the day. It had only been 60 minutes since I was in--though I was glad for his memory--it felt like we were getting somewhere. The youth who had spent two hours selling me the phone, who had sent me to a closed shop--would not make eye contact with me. He wouldn't even turn around to acknowledge that I had been with him for two hours that day. No one apologized to me--just telling me that the Verizon shop in Wheeling would give me my phone the following day--a Monday. On Monday, I went to pick up my phone--the phone I had paid for. There was no record that I had purchased the phone--even after I gave them my receipt (this was an affiliate, I was told) and not actually owned by corporate--why I would care about Verizon's business structure is beyond me. But, after an hour at that affiliate, I still had...no phone. So (are you following this??), I went back to the Northbrook store where, once again, no sales associate would look at me. When I literally had to walk up to one, he told me that they did have the phone in back. I told him that they didn't the previous day--he said they got shipments every morning---so off he went. 10 minutes later (no apology mind you...no acknowledgement that this was seriously terrible service), he came back empty handed--telling me they did NOT have my phone. 30 minutes later...after explaining (though getting nowhere) all I had been through--I was told that my phone would be sent to me within 3 to 5 business days. Two days later...I was sent an email that my order had been cancelled. DO NOT SHOP HERE. RUDE, WEIRD (REALLY SURREAL) PEOPLE WORK THERE. Oh...And I still don't have my phone. read more

Came in for an issue I was having with an accessory I purchased a few months back. I was checked in quickly and I didnt have to wait long. Dennis helped me out and replaced my accessory with no issue. Love great customer service and a quick/easy/painless process! read more

Terrible service. I see I'm not alone with a one star review of the place and for good reason. The guy (I'll be polite and not publish his name) was rude, condescending and I wouldn't even say provided poor service because there is no service at all. Terrible place. I'll not return and looking for another service provider as well. read more