I am filing a formal complaint regarding my experience at the Victra Verizon Authorized Retailer located at 4151 Mountain Rd., Pasadena, MD. I arrived at this location after being directed there specifically to return Verizon FiOS equipment. I brought the equipment, the Verizon return email, and the serial number information. My intention was simple: return the equipment and obtain a receipt documenting the return. The employee I initially spoke with was dismissive of the return instructions I had received from Verizon and repeatedly told me that certain equipment did not need to be returned, despite the written instructions I was holding in my hand. When I requested a receipt, I was informed one would not be provided. At that point, an employee identified as JP became involved. Rather than helping resolve the issue, his demeanor struck me as confrontational, dismissive, and unnecessarily aggressive. What should have been a straightforward customer service interaction quickly became an adversarial exchange. The most concerning part of this experience is that I was attempting to comply with Verizon's instructions, yet I was treated as though I was creating a problem simply by asking the store to accept the equipment and provide documentation of the return. When I explained that I had driven to the location specifically for this purpose and did not intend to leave with equipment Verizon had instructed me to return, I was told I could still be charged and was ultimately directed to leave the store. I then spent approximately twenty minutes in the parking lot speaking with Verizon customer service before being connected with a supervisor. After the supervisor explained the return process, I returned to the store with the supervisor on speakerphone. What I found interesting was the complete change in tone. The hostility, confrontation, and urgency that had been present moments earlier disappeared. Nobody asked me to leave. Nobody challenged me. Nobody spoke to me in the manner they had before. Instead, the conversation became calm and professional. Ultimately, the store chose to hand the equipment back to me rather than process the return or provide a receipt. This raises a question that I believe Victra management should answer: If the interaction could be handled professionally while a Verizon supervisor was listening on speakerphone, why was it not handled professionally from the beginning? I understand that many customers appear to have positive experiences at this location and with JP. I am not disputing those experiences. I am simply documenting mine. My experience was that I was treated dismissively, spoken to in a confrontational manner, denied documentation for a return, told I could still be charged, directed to leave the store, and forced into an unnecessary escalation over what should have been a routine equipment return. I am requesting that Victra review this incident, speak with the employees involved, review any available documentation, and explain why a customer attempting to follow company instructions was treated in this manner. No customer should have to make multiple calls, involve supervisors, and be directed out of a store simply to return equipment they were instructed to return. read more

I wanted to transfer my phone from another carrier to Verizon. I entered the store and was greeted by all working gentleman. JP asked if he could be of service and I will be forever thankful. He was so very informative. Was the expert of this business. He was extremely knowledgeable and handled my transferring two lines over to Verizon and buying two new phones. Made my experience with this kind of transaction the best I have ever had in over 35 years of owning a cellphone. I would or could not give a negative remark about my experience. Big thank you to JP. read more

Going to this store was a huge mistake and I deeply regret it, have spent countless hours with Verizon customer service and store and has been nothing but circles no resolutions it's really not good read more

By phone, a Verizon tech/rep advised me that the Apple iPhone I'd been 'given' as part of a Verizon promotion was defective and I should take it to a Verizon store where it would be replaced unless someone there could fix it. After explaining this to a Verizon store employee - I'd asked for the manager- he said it would be 'no problem.' When I returned with aforementioned iPhone, the available oh-so-smooth employee didn't grasp what I was telling him but got flustered as I tried to clarify. He waved his hands around while telling me I was confusing him. Eventually he accused me of yelling and screaming. Anyone who knows me will tell you that such an accusation is laughable. I'm soft-spoken to the point that it has at times, caused me problems. Also, at the time I'm describing, I was recovering from spinal meningitis and quite weak. As for HIS manner of speaking...very impressive vocabulary. At least 2 paragraphs worth of words describing factory reset without saying factory reset. I imagine he thought I was too ancient to recognize and uneducated to understand the term. When asked, he confirmed that yes, he was talking about factory reset. Apparently he missed my description of having driven to the Apple store more than once to have a factory reset done by them. The phone did not work. So he moved on to discrediting me by pulling up my account on his screen and pointed to an irrelevant, recently re-negotiated contract, all the while seeming to look around proudly at an audience. Aha!! I saw the guy who had said 'no problem.' I showed him the iPhone and he purred 'there's no password.' BINGO! Yes, that is the problem! After all my efforts and conversations with Verizon techs, it's impossible to get into this phone! It's defective. If this guy can look at this phone, which I have never used and pull up my Verizon account, why can't he check into what I'm saying to him? BTW,when a particular employee gets a cluster of rave reviews,check into social media. Who are the friends? Years in HR taught me plenty. Solicited rave reviews are deceiving and worthless. I will not use this location again. To paraphrase something said by author John Irving,wiise up kid. Pretty doesn't last for all that long. read more

went to Verizon store mountain road Pasadena , Md to return my cable boxes. As I walk in the door i hear from an employee in the back hey French fry, as I approach days it again, He is on his phone with ear bud, assume he's talking to someone, He is saying I can't hear you what you need. im thinking he's in the phone, then embarrassed me and says are you Oky I'm talking to you. I said thought you were on the phone! He said no, and continued saying his mom told him one day he will be like that when he is old! imtold Him to get off his phone when he's talking to a customer. So rude and unprofessiona! read more

the one guy who works here expects you to know everything and is a complete jerk. one guy was nice and willing to help but overall horrible customer service. read more

Yelp won't let me give zero stars. Clown show. We ordered a phone to replace one that did not show a display (samsung flip garbage), they never called to let us know it was in (as they said) and it had been there a while. In the process of activation they added the wrong number on that account to the upgrade, and then locked the cellular service on that phone while trying to correct their mistake. After sitting there for 5 hours until close, and another 4 on the following day they were unable to resolve it, telling me various stories along the way about having to wait different periods of time for things to 'reset'. After 5 hours in a hard plastic chair, I tried to let them know of my dissatisfaction, they wouldn't allow me to explain occurrences, interrupted me, and acted like I was inconveniencing them. I actually had to remind this person that I was a customer and they were the salesperson. Apparently they aren't interested in improving, just looking for the next mark. Later a manager came from some back area for a few minutes offered a $40 refund and disappeared. (Nine hours of my time is worth $40?, might as well spit in my face too.) Ultimately they said there was nothing they could do, but that I might get a call from Verizon (actual Verizon, not this scam center called Victra) in 24 hours for assistance, sushing me off to sell snake oil to the next in line. I called verizon technical support when I arrived home who had it fixed in 15 minutes with a pretty simple procedure. I do rate the pho place (Pho Dena) next door five stars , and I packed a lunch for the second day of follies. Response to below: I have no concerns for your business, only facts to provide so that others can be made aware. Your business caused the problem (confirmed by actual Verizon support), you could not fix YOUR error, and wasted a significant amount of MY time with absolutely no consideration. There were several opportunities provided for you to reconcile, where you did not. There is no universe where I would expect a fair resolution from Victra or consider providing Victra the opportunity to waste more of my time. read more

Yelp--please let us start giving 0 star reviews! This place is HORRIBLE. The guys working here are nice, but they don't tell you about the charges and quality of products you are getting from Victra nor do they tell you a simple phone upgrade will take over 2 hours--WASTE OF TIME. I would NOT recommend this place to anyone. They charge a setup fee on a new phone even if they don't do anything--aka iCloud does it. The accessories are all overpriced and further the rep PureGear products which really are the worst! My wireless charger (overpriced at $50) stopped working after a couple months. My screen phone (also overpriced at $50) was supposed to have a "pure pledge" which the Victra Associate told me would reimburse me $100 for phone repair or replacement if it failed to protect my phone. You are also supposed to get a free replacement if it gets damaged. Welp, both happened to me. The protector cracked within the first week. I was unable to get through to customer service for MONTHS. Finally, they fixed their site so you can easily get the screen protector replacement, but they charge $12 for "shipping & handling" which I find ridiculous since companies like OtterBox charge half of that. Then a cup fell on my phone and cracked the screen protector AGAIN! proving this cover really isn't great. Not only did the protector break, but it breaking inward broke my screen. Since coronavirus is a thing, I could not go get a screen repair and the damage quickly began to effect functionality to the point that I could not use my phone. I had to put in an insurance claim and pay $200 for a damn refurbished replacement (which Vitra also did not tell me... that the insurance plan they sign you up for will send you refurbished, not new phone, as they explained in store). I contacted PureGear for my $100 reimbursement and they will not give it to me. They will only pay $100 if the phone is repaired, not replaced. Like WHAT? Great policy. Victra will not do anything to help me out here (even though they lied) or stand behind the products that THEY RECOMMEND and push on you for an inflated price. I will never go back. read more

I wish I would have read the reviews before I went to this establishment or I wouldn't have gone. I was not given the price of 2 phones that was quoted to me by Daniel J. I was not given any paperwork when I left the store, not even thinking about a receipt or copy of a contract. I had a small issue with my phone on day 4 so I went back to the store. While I was there I a asked for the receipt, which they gave me and I left. At home I reviewed the receipt and realized I was not given the quoted prices. So I went back to the store and was told that those prices were not quoted to me. The manager, I think her name is Dawn stated Daniel did not quote me those prices. She says she remembers every conversation every employee has with their customers. From 4 days ago while you were waiting on a customer, I ask her and she said yes. I returned the phones, lost my upgrade fees and paid a restocking fee but it was worth it because I went to Best Buy and got $450.00 off the phones. BUYER BEWARE......this is not a corporate office so different fees apply. read more

6 HOURS WE WAITED to open a new account. Isn't that what cell phone stores do all day? The guys are polite, but jeez cancel you plans for a few days to get anything done. read more

I have been with Verizon since 2012 and it's been nothing but good things. I went to this location to trade in my iphone for a Samsung for my upgrade. Well I ended up not liking the Samsung and I went back within the 14 days to exchange it for something else. I bought the bundle for the Samsung and I returned it or at least tried too. I ended up going back to the iphone and I got the Iphone XR. I was owed a credit for $67 and they couldn't put it back on my card that I paid with for some reason. I was there for over 2 hours and ended up being late to work. I finally told them to just send me a check in the mail and I was told by Carlos that it would arrive in a few weeks. He was very helpful at the time of my purchase. Well that was in March. I still have yet to receive a check from Verizon and I called the store a few times asking to speak with Carlos and the Store Manager Neil but I never got a call back. I called Verizon Customer Service and was told a check would be mailed out ASAP within a week by two different people but that never happened as well. It took me 3 months of trying to get money that I was owed. I finally called Corporate and spoke with Candice who was amazing. She got it all figured out within an hour. She informed me that she spoke with this Verizon store and was told that they gave me cash the day of my purchase.. which is the biggest lie. I wasn't mad until I was told this lie. It makes it seem like someone there is promising to send customers checks of money owed to them but is actually cashing out the customers money and taking it home. I was very hurt and upset about this. Candice gave me a credit towards my Verizon bill but it still doesn't make this situation any better. I will never go to this store again or recommend it to anyone. 3 months of hell to try to get money that was owed to me and then they lied about it. I am beyond disappointed. read more

I set up an appointment at this location for 7:30pm. I showed up at 7:35pm and the doors were locked and no one was in the store. The store advertises that it is open until 8:00pm, but apparently it's not. I will be doing my business with another store. read more

If it could be lower then a one it would I had the worst service with this company. I had ordered the iPhoneX and got a "bundle DEAL" ha if you think you get a deal from them they don't discount anyone any they talked me into adding 10$ onto my account just for text messages that i already have. I finally goy so frustrated i didn't have any tracking on a 1,600 phone I took everything back before my phone Must have shipped went to a store in finksbhurg I was also harassed was told if i cancel j wouldn't get a phone until March and i will pay for what I'm paying for they can't give me discounts because they are cheap products. In the end i made out 110$ cheaper with the Samsung charging pad (not belkin) black ice tempered glass (not an off brand) and my choice of an otter box (not just a phone case with a flip thing on the back) i wojld honestly never recommend anyone to go there read more