What should have been a 30 second stop to get a product already purchased from a locker turned into almost a half hour. The locker system was not working. When I tried asking a staff member for help she was very rude and not willing to help me. She also said the only staff that could help were two gentleman already helping guests. After a 10 minute wait 2 more staff members came out from the back room. One came over to help. He was able to reboot the locker system and when we could finally open it my product was not in the locker. He then informed me that it was in the safe and he would get it. That was another 10+ minutes. He was very helpful but the entire process was a train wreck and should have never happened. If you are going to offer lockers for convenience they should be convenient! read more

Thankful they were able to quickly resolve/fix my phone issue before I needed to leave for another appointment. Learnings on my side - I should have set up an appointment and I was not aware needed to sign-in on the tablet in front of the store upon arrival (with or without appointment). Shortly after arriving and after another person who entered store after me was checking in, was informed by an employee that I needed to check in. Keep in mind that even with appointment, still need to wait until they finish with current customers - just moves you to the top of the wait list. read more

Verizon should stick to mobile only. I recently switched from AT&T to Verizon for home internet. Mainly to bundle with my cellular. The price was lower, but only a little. It has been a disaster! I am on my 4th modem in 6 weeks. I have had to call customer support 5 times. Each call has been nearly an hour. Each time they say they have the problem fixed. Then, a week later, it stops working. Fortunately during this process I saw that I was being charged for months for an "internet extender" that I have never had. I returned one defective device, and the Verizon employee turned off the new modem instead of the old one by accident. So when I got home, it didn't work anymore. After an hour on the phone, I was told that they weren't allowed to turn it back on, and I had to take it to UPS and go to the Verizon store and get another one. It has been nothing but trouble since day one. Beware! If your current internet is working, do not switch! read more

Had an interaction with a manager there named Veronica a few months back, who was incredibly rude, disrespect and unprofessional. I went there was a customer of another carrier and was considering changing services. She kept doubting whether I was serious about changing services. When she went over to the screen to show me plans, she didn't know how to work anything. The whole interaction took 20 minutes but felt like 45 and she rolled her eyes at me at least three times when I wasn't able to answer questions about my service. NEVER have I experienced anyone in customer service like this in my 47 years. I will NOT be using Verizon for ANYTHING. EVER. read more

Today I stopped into a Palatine Verizon store at 930 Dundee Rd. I met with Eddie Perez, the manager, who was soo helpful. I had 3 issues and he was kind, knowledgeable, and patient. I highly recommend this Verizon store and Eddie! read more

I'm so very disappointed with Verizon. We had two phones & an iPad on Verizon cell service for 10+ years. Suddenly our monthly charge went from $104 to $186, and after hours on the phone with customer service we got it reduced to $146, that was still not acceptable to us. After more hours on the phone we learned they had dropped our "loyalty discount" without letting us know they were doing that. After more hours on the phone with Verizon and no resolution to our ridiculous increase, we switched to another carrier. Now Verizon tells us we still owe them $169 for service we used before we switched. We don't. The customer service people can't help us because we are "no longer customers". They obviously didn't care that we were loyal customers. read more

DO NOT USE THIS STORE!!! They allowed someone to enter the store, purchase a phone posing as me with NO VERIFICAION, and reassigned two phone numbers from my account to their device. This Verizon store enabled them to take over 2 phone numbers on my account (2 sim cards for the same phone which I didn't think was possible). The person then proceeded to hack into multiple accounts of mine shortly after leaving the store and steal LARGE sums of money because now they could reset my accounts as they would receive the confirmation text messages on my phone. This is absolutely ridiculous and unacceptable. On top of it, there's no way to contact this store. I've spent hours on the phone just trying to get in contact with them with no luck. I even called neighboring stores to get someone to tell a manager to call me with no luck. Any phone numbers I've found just route me to a generic Verizon call center. I've talked to Customer Support, Technical Support, and the Fraud team at Verizon and nobody has been able to get me in touch with this store location. NEVER SHOP AT THIS STORE!!! OR ANY OTHER VERIZON LOCATION AT THIS POINT!!! read more

Very good service overall. Rade the manager was so helpful very knowledgeable. Explained everything in great detail. I would definitely recommend this Verizon to all my friends and family. Thanks again for your world class customer service. read more

TLDR: buy it online or at Best Buy and avoid the pushy used car salesman tactics and the attitude snark from the store. My phone died, so I went to the store to get a replacement. While the rep was pretty helpful, the manager Erik was rude, abrasive, mis-leading, and VERY aggressive. He not only insulted me and my intelligence (over buying a phone case that I didn't want) but then proceeded to tell me to go away. I went to buying a Galaxy S8 to walking out. If you pride yourself that I waited 40 minutes to get help, and then proceed to tell me that this is proof that Verizon needs brick and mortars such as themselves, I guess they don't realize Best Buy does exactly what they do, but at a lower overhead to Verizon than their own stores. In the end, I want to thank him though. I was offered a better deal (and service) at Best Buy up the street and I am debating on purchasing online directly from Verizon online or buying from Best Buy. Oh and lastly thank you for making comments about my face. It really added to the overall experience of your store. read more

Very helpful personal working here. Came it at 5:45 and were set up with a new iPhone 13. Quick easy and painless. Left with everything we needed read more

Absolute trash location with the service team on at 12. On December 8th. I came here before when two gentlemen were so helpful now I'm irritated because instead of fixing the problem they fixed before they told me to do it myself. It's your job. Your standing there doing nothing you can fix my phone. It's no wonder why you have a 2 star rating. read more

Don't believe Verizon response on Yelp!! They say contact them Via Email on Yelp so it looks like they will take care of the problem or even talk to you about it, but they don't respond back if you email them!! They don't care! Probably just a fake response! read more

After a wait, lots of people, not due to staff. Omar was wonderful! He took the time to crunch numbers and find the best deal for us. Better than we had come up with beforehand. He explained everything well and was friendly despite him having to work on New Years Eve. We have used this location before they moved to this new building. Always friendly & helpful. Plan to spend some time, good customer service for phones takes time. But, well worth the wait! read more

Do not go to this store and even consider Verizon unless you want the worst service and customer support ever. As a 30+ year customer, I have been treated with a lack of respect , follow up and follow through. I would highly recommend looking at T-Mobile for AT&T. read more

Verizon Wireless is a garbage company. I used them for the previous 10 or so years, pretty much just out of inertia. It was a slide to the absolute bottom of value - originally, the actual product was fine (your calls won't drop often), the upgrade policy was reasonable if stingy, and the phone support sucked horribly. By the time I left this month, all three things sucked. Well, the Verizon network, the satellites and such, those are probably fine. But I had a decrepit, piece of trash phone that dropped my calls and couldn't hold a charge, despite paying an outrageous monthly bill that should presumably include routine upgrades. Meh, I upgraded to one of the small, independent carriers. I now pay less for a smartphone with a data plan than I was paying Verizon for a dumbphone without a data plan. I guess they have to pay for those commercials somehow! read more

What horrible experience! I wish I could give ZERO stars. I have been using Verizon for 30 years and have been going to the Palatine store for 25 years. They have always been top notch. However, this past visit on 12/20/21 was the worst costumer service I have experienced in my 50 years. You have lost a loyal Palatine customer. The store manager Dan should consider going back for more training on how to speak to customers or maybe look for a desk job where you don't have to deal with people needing help. Hiring staff that is incapable of helping customers is why we are losing brick and mortar stores. I will not return the Palatine location EVER! So unfortunate! read more

Absolute trash. I've taken shits with better customer service than this location. Don't blatantly lie and tell someone you're checking them in with a 25 minute wait to have them sit for over an hour and have multiple employees walk past me without offering to help. To add to my misery they certainly had people jump me in line. The only thing I had to do was trade in a cell phone. read more

After a very frustrating day dealing with Verizon customer service both in person & over the phone, the gentleman who helped me at this location were beyond helpful. Rashid and Angel were empathetic, personable, professional, and efficient. This location is nowhere near my home, but would consider coming here regularly because they were so helpful! read more

purchased and new phone and switched carriers . The staff who helped were great . They pretty much handled everything for me and answered every question . Phone Service has been great also . No problems . Why did I wait this long to switch carriers ? read more

When into to the store to consider switching carriers, I asked if they had any promotions or if they were to buy out contracts and the individual was like "dude we're like the Ferrari of phone carriers, we don't do that". Needless to say I was very unsatisfied with the service and lack of information that I was provided to make a possible switch. Don't go here. read more

This specific store has the most incompetent employees. I've been with Verizon for about 10 years now and have never experienced such bad customer service like I have at this location. This is the second time I go in and I am given all this info on new devices but the actual truth. Once the bill rolls around there is all these charges that were never stated to me in store at the time of purchase. I go back in to get an explanation and now for the second time I get the "we have to contact the employee to see what happened and we will call you back". It is unfortunate that this has happened to me for the second time and that they are still unable to train their employees properly. I do not work for Verizon so I don't just off the top of my head know their protocols, but for some reason the employees act like I should have known what the previous employee forgot to mention. Not helpful at all and rude. I will make the extra trip to another location or just call when I need a new device again or anything for that matter. read more

They were nice enough when you went in there, but being sent home with the product it doesn't work because they're in a hurry to get onto their next customer doesn't really help. Now I have to wait 24 hours because I don't have a working phone to get the verification that the Apple ID sends, tried to call Lynn and the employee that answer just said oh just wait a few minutes and try to again because that didn't work. Not happy with the lack of service. They do this every day and all day they should know what it takes read more

I don't love Verizon in the first place but have been to better locations. Which sucks because this location is right down the road from where I live. I'm not techy and none of their associates can ever direct me to the right phone or tools and it always seems like I'm bothering them when I come in with a question. The only way I've gotten anything done with verizon is by contacting their corporate team and expressing my dissatisfaction..... read more

First and second time I didn't want to waste my time but third time the charm, right ? Every time I visited the store or called to have my question answered, people that work there are extremely rude and so unprofessional. Verizon is so expensive and I pay premium for their BEST reception and service, but when it comes to going to the store it is always a nightmare. No one wants to assist when go there 1hr before closing because everyone is already checked out mentally to go home. When I call, the guys always loud and obnoxious and seems like they just want to get rid of me on the phone. I am seriously thinking of switching to AT&T because customer service at this store sucks and it makes me feel that I do not matter. read more

By far the best customer service I have ever had. The store manager Kris is awesome. No matter what the problem he always is there to fix it. I had broken my phone and did not know what to do and Kris and his associates help me so much the walked me through the whole insurance claim process so all I had to do was wait. Never will I go to any other store. Thanks for the best customer service over and over again!!!! #rockstarservice read more

Rick was my favorite manager to go to with my phone issues. I've been recommending him to all my friends and co-workers. But he's gone and this store sucks big time now! Poor customer service and no one seem to care. The store manager is never to be seen. I'm switching to a different carrier! read more

One of managers by mistake suspend my line leaving me for over 13 hours with no connection. And after all they say: sorry it's our mistake we apologize. IS IT REALLY THE MOST RELIABLE COMPANY? read more

Noone in the place except 4 employees. They let me wait almost 20 mins after checking in before I walked out. Instead of serving customers, one is sent multiple texts informing that you are "next." A truly missed opportunity for staff to positively affect their customer base. Do yourself a favor, get the phone online at apple and forget the Verizon stores. The authorized retailers are at least as bad. read more

What a wasted 2.5 hours I went there one week a go with my sprint bill Elizabeth Leon waited on me wanted to get new service and new phones she quoted me 256 per month. Went to sprint to see what it would cost to get out of my contract found out and went back to Verizon store after 1 hour and change 2 phones was told it would cost me 20 per month more I was ok with that. When I went to verify the cost the manager said 340 per month I said wait she quoted me 256 per month. Elizabeth made a mistake forgot line charges I said what are we going to do about her error. They said nothing I said I am leaving they said nothing as I walked out the door this store does not care about customer service they didn't apologize all the manager did was tell her employee she mad a mistake nothing to me and my family what a waster of time stay out this store they don't know how to treat there customers. Worst service ever they should be ashamed of themselves. read more

UNETHICAL, HORRIBLE experience! We bought a new phone and switched an old phone to a new phone number. The salesperson said we could get an iPad mini on sale with our purchase (about $100 I think?). I said I only wanted to use it with wifi if I bought it (for my son - he doesn't need a data plan). We bought it, and he added it to our data plan without telling us (it was in the middle of the big long receipt - didn't see it on there bc we were exhausted after hours in the store). We've been unsuccessfully trying to get it off our account since we realized what happened - biggest customer service nightmare EVER! Headed back to the store in person asap to try to end the nightmare.. read more

Very unhelpful and UNPROFESSIONAL. They did mistake and still charged money for it. A rip off.

I have been a Verizon customer for almost 10 years and the customer service at this store almost caused me to terminate my service with Verizon. A few weeks back I went into this store, as it is near my office, to pick up a new smart phone. As I have been outside of a contract for a while, there should have been no issues (or so I thought). I picked up my new phone and was informed of Verizon's new 14 day trial period. After the first weekend, I started to notice issues with the phone. I was dropping calls in areas where I had not had problems in past; had trouble downloading data to phone; kept having an instable blue tooth connection to my car's blue tooth system; and was having software issues with the phone. I returned to the store to have them tell me that dialing "*228" would solve all my problems (which that is a feature to update the roaming capabilities of the phone ...). At the store's suggestion, I gave this a try for a few days. After a few days, the issues continued so I returned to the store. The store manager had a technician pair the demo phone to my car which worked without issues. After this happened, I requested a new phone as I was still within the14 day trial period. The manager denied the request and told me I would have to have my auto dealer uninstall the blue tooth system to make sure all the issues I was having was not related to my vehicle's blue tooth system before he would exchange the phone. I asked if he would pay for this service, as it would be a tad expensive, and I was called a "smart a$$". In the end, the store manager refused to exchange the phone. Later that day, on my way home from work, I passed another Verizon store and stopped in that store to discuss the phone. That store manager quickly noted the phone was defective and exchanged it for another phone of the same model. Thus far, the new phone has worked flawlessly. The sad thing about this store in Palatine, is that I work for a Fortune 100 company located a few miles away. Verizon is one of our corporate partners, so if that store manager had treated me properly, he could have enjoyed a nice partnership with my company; however, based on my experiences with this store, we marked this store as one our employees should avoid. read more

With excellent customer service from Brittney (the Mgr), Travis and Jose this is the best Verizon I've ever gone to. You are pleasantly greeted as soon as you walk in . They'll do everything in their power to help you if you have a problem with your phone. They'll take their time with you unlike other Verizon's where you feel rushed. The store is big with a lot of staff so your wait time is less then other stores. read more

This store has no customer service. I had convinced my wife to join my family plan with my parents and sister and especially since they have the $300 promotion for switching. The saleswoman implied that the credit had to be spent on accessories. We purchased a case and 2 fitbits as a result. The saleswoman originally indicated the price of the fitbits were on sale for about $80-$85. She went to talk to her manager and came back with I got you 30% off on them, but they weren't the ones that were on sale and had already rung them up, but ended up being $105 each. The case was not in the color that my wife wanted, but we were told more would come in and just take it so that it would be protected and can be exchanged when the other colors came in. I decided to lookup the price of the case which turns out that Verizon charges $10 more than any competitor out there (Target, Best Buy, even AT&T). Needless to say, I purchased the color case elsewhere and proceeded to return the case and both fitbits. When returning them today, the manager gave me a hard time about returning the items. In addition stated that it would be a bill credit. However, when the return was processed, it was processed to a gift card and then the gift card applied to the bill, which is NOT the same thing and was not explained. In addition, at the time of purchase last week, that $300 could have been applied to the cost of the phone, however, now it can't and the monthly payment will stay higher. Stay away from this Verizon!!! We should have done so. read more