What started as a genuinely frustrating experience turned into a reminder that great people still exist in customer service -- and I have two people at the Paradise Valley Verizon Store on Cactus Road to thank for that. On May 19th, a Verizon phone representative failed to fully disclose the costs of adding an iPad A16 to my account. When my billing email arrived the next day showing charges of over $400 for July and August -- and $300+ every month going forward -- I was blindsided. What followed was eight days of trying to arrange a return, get my new iPhone 17 Pro properly connected, and sort out the billing mess. After hitting wall after wall, I visited this Paradise Valley location and was helped by Xavier (Sales Rep) and Oscar Hernandez (Retail Assistant Manager, Consumer Group). These two gentlemen spent two full hours with me in-store, on the phone with Verizon Billing, advocating on my behalf until everything was resolved. I cannot thank Xavier and Oscar enough. Their patience, kindness, and genuine commitment to making things right turned an 8-day nightmare into a resolved situation I'm genuinely happy with. This store is lucky to have them, and I hope Verizon recognizes the exceptional level of service they provide. Because of Xavier and Oscar, I'm proud to say I remain a Verizon customer. If you need help, ask for them -- you'll be in great hands. read more

The Experience in Question was with Connie of Tech Support. I had previously On August 27 gotten a New iPhone 15 Pro Max . After 6 days I returned the Phone . The is not important ! What matters here is that Connie was 100% committed to me be credited correctly. The charges that were assessed were excessive, in my opinion. Diligently , My Technical Representative , On the span of 45 minutes had my bill That is due on August 14th reduced from $370.50 to 290.27. There is also a credit Pending of $59,70 on my next bill. Connie is a credit to her Verizon teammates. Her investment in focusing on me ;the Customer enabled me not to Be overcharged. I have had a Cellular Device since the early 2000's?. Best experience I have ever had with any phone carrier. Piece Of Mind Service is Priceless. Thanks Connie for restoring my faith that there are individuals like you in Corporate America. read more

I had issues with my bill bc of travel and I contacted Verizon over the phone today. The person I spoke with helped but recommended I take the phone into a store to have them go through the settings in my account. I went to this store and they told me they don't help with customers accounts! What?!? The "manager" looked up a number on a computer, handed it the young gal that spoke to me and told her to tell me to call it (rather than saying it to me himself ). I will never go back into this store and can promise I will spread the word . read more

In need of a new iPhone because my battery was in poor condition, I planned on a new 17. The salesman told me that the difference between the 17 pro and the 17 Pro Max was that the pro had one terabyte and the Pro Max had 2 TB. I told him I wanted to have the maximum storage capacity. He also asked if I wanted to have him set things up in the store. I asked if there would be a charge and he told me no, so I gave him the go-ahead. Lo & behold there was a $30 charge. The manager did not waive it. At home, I found I had been sold a phone with the same (lowest) storage capacity as the phone I turned in, which was maxed out. The manager, to whom I complained told me they don't even carry anything larger than 256 megs which my salesman never mentioned i To make a long story short, I returned the phone, which had been misrepresented and bought a new one at the Apple Store with great success. I wish I had checked the reviews for this store prior to going there. read more

Veronica was super patient and did a STELLAR, perfect job of placing my privacy screen protector on my brand-new iPhone 16 Pro. Their staff was so helpful when Verizon's online customer service was so bad that I almost quit after 16 years of being a customer. These folks will treat you nicely and get you sorted! read more

Weird putting 5 stars when the reason for going to the store was to handle the nightmare of issues I was having. However, the issues were at the fault of the Verizon call support, not the store. Ana and Tre were the in-store reps and were amazing! They recognized what a terrible experience I was having and went above and beyond to make it right. I have never seen a team make an effort to the extent they did and I want to say thank you. I was really frustrated and after storming out, they could have let it end there or solved it with a simple credit for the mistake but they did so much more. To be as kind as to both call, text, and make up for the mess really meant something. I appreciate those 2 and apologize they had to be on the receiving end of my frustration. Thank you Ana and Tre, truly. read more

Horrible customer service! Would not help me with my iPhone issues at all. iPhone 12 mini camera not focusing. I asked if I do a factory reset would it wipe out the update 18. Man kept saying no to everything and had an attitude. I walked out and will go to the Apple store instead and probably leave Verizon for T-Mobile because of this issue and the man at the store. read more

We have Verizon for our mobile phone service. Century Link had been our Internet provider for 19 years, but when they couldn't get our internet online after a week we thought we'd give Verizon a chance. We were seen right when we walked in, and the representative (Crystal? she hade bling on her teeth) explained the service. THEN the upsell began. Ugh. For this you get a hotspot, this upgrade you get more bandwidth BUT if you have direct withdrawal you get a discount so you pay the same, then if you get....gees. We had had a long trip into town and our eyes glazed over so we went with the basic plan. The rep. seemed annoyed at that point. But wait! It gets better. When we got home and tried to use the internet, the rep hadn't even activated our account. so on the phone with customer service which took about 10 tries to get through to a real person. Customer Service said "sometimes they forget to activate service". What an introduction to Verizon service. read more

Today I went in, to simply upgrade my phone. According to our Verizon app, my phone was eligible for up to an $830 upgrade. When I arrived she said I didn't get that unless I upgraded my personal line, which was significantly more each month. The employee I interacted with would get annoyed every time I would ask her a question, like comparing prices. She rolled her eyes and at one point said "forget it, we're not going to switch you to an upgraded line we're just leaving it." I left feeling frustrated and annoyed. It got to the point where I almost left mid conversation because of how rude she was. Not to mention the unprofessionalism of workers using foul language and scrolling on their phones during the entire duration of my visit. I will never be returning to this location. read more

I know that people usually dread having to come into Verizon, but I had a really solid experience recently. I needed to come in to activate a new phone and turn in my old one for credit. I made an appointment online but still was thinking I may have to wait for a long time or that something would go wrong. That wasn't the case at all. I was greeted immediately. The guy I worked with was super nice and helpful, he made the transition pain free and made sure my new phone was set up the way I wanted before I left. I forgot his name otherwise I would definitely give him a shout-out! I know most humans are usually vocal about bad experiences with any cell phone carrier, so I wanted to make sure I shared a good one. Consider trying this location if you need to visit a store in person. read more

Went to activate new s24 phone. Very rude man. Asked him to show me and help me with sim card . He told me they don't help unless I pay 30.00. Every time I go in this store they have no customer service experience. They got you because nobody else will help. I spend tons at Verizon and been a loyal customer for 20 plus years. It's unbelievable how they continue to not give a crap. read more

The service at this Verizon store is so bad that the company could improve its overall service by either closing this tire or firing the entire staff and starting from scratch. Two of the three Verizon employees to whom I spoke gave me information that turned out to be incorrect; the third couldn't even answer my question. I went back the next day as and spoke to a fourth employee, who insisted that he could not help me unless I produced identification, despite the fact that none of the three the previous day had asked for ID. Calling the staff of this store "worthless" would be insulting to worthless people. read more

Rude store manager Noel Gonzalez said "if I don't have a appointment I can go else trying to get a phone". I relied back "why going else where's when I'm here with a appointment". He replied " well I'm not taking no more in before closing".. While I should up at 4:30pm and they close at 5pm read more

Verizon - Mobile Phones Near Me - Phoenix, Arizona

The Manager AJ and his coworker Nikki were the problem; manipulative and incapable of taking ownership for their errors. Undisclosed taxes and fees on upgrades, claiming they don't have to say anything because it's "implied" and lying that they disclosed fees. As bad as it gets of sales manipulation, and the store manager is the head of it. Beware this location. read more

I highly recommend this location, and had a great experience with Taylor. It's corporate and they know what they are doing compared to the other Verizon I went to the day before. I had first went to the Verizon promanade corporate store to get my phone and iPad transferred to a business account. I waited 20min to have a rep see me then 3.5 hours of a rep that had no idea what she was doing. Don't waste your time at another Verizon because the Tatum corporate store only has the qualified employees that know what they are doing. read more

Verizon - Inside of store - Mobile Phones Near Me - Phoenix, Arizona

My comments, the same as everybody else's comments. The people are rude and very unhelpful. When they were trying to help me, they were literally going to the computer screen to show the "days numbers" and how they were behind. I don't need a canned response from Verizon, saying, " Dylan, we're sorry about your experience, please let us know... Blah blah blah" what Verizon needs to do is get up in managements behind and get them in gear, very, very rude people. This is pretty much the first and only review I've ever left, that's how bad the people were there that I actually felt compelled to write a review. For the record it was today, March 1 at 5:45 PM, some short haired, maybe kind of bald guy in a hoodie, never met anybody that rude and customer service. I would never go back nor would I recommend anybody to go there. I want a response from Verizon, saying, " Dylan, we take your review seriously and we will have a conversation with management." read more

This has been my go to location for years. Whenever I wanted to upgrade a device, I found this Verizon location to be the most helpful and efficient. However, in the last few years it seems to have declined. It began before the pandemic, but I figured it was just a lull in the good service. The other night, I (unknowingly) arrived a few minutes before closing time. Instead of politely letting me know, the person gave me a rude stare as he hurriedly locked the door right in front of me. I looked at the time, and I walked away. Closing a little early was fine with me since I knew my reason for visiting would have taken too long. Today... 2-hour wait time. It really seems that doing everything online is the better way to go these days. Ironically, I typically try to support local businesses as well as local corporate locations when possible. This location does not seem to be one of those I need to support. read more

Hello I went to the store and the person who wants to help me he made a lot of mistakes and it was bad experience for me because in this kind of place you need to be a professional to do what you are doing the lady who was working there she was so rude and the person who was helping me he was confused his name is Walker I Won't go to this branch anymore I give zero star to employee of this place read more

We went to this Verizon to see about switching over from T-Mobile. First, they kept switching out the staff members who were supposed to be helping us. I guess one guy didn't like the fact that we did not wish to purchase insurance so he just walked away. When we finally got people to help us, they kept changing the prices they were quoting us. They kept saying they would make us a deal that was comparable to what we'd been paying T-Mobile. We waited while they crunched numbers for nearly two hours. Meanwhile, to keep us in the store, the manager kept trying to hold our attention, even going so far as asking me to show my entire bag of handmade jewelry (which I had with me because I had seen a jewelry customer). He kept intimating he wanted to buy something for his girl friend, but was actually just trying to keep us in the store. Finally, they could not come even close to giving us a price comparable to T-Mobile and we left. Two hours of lies, manipulation, and nothingness. read more

My wife bought a new phone at this store. Absolutely horrible experience. They lied about needing to make a plan change in order to get a new phone. They kept wanting to upsell for unwanted services. Had to work with Verizon customer service line to correct their bill shenanigans. Avoid this place. Go anywhere else. read more

This review is of Verizon's in house phone insurance carrier Asurion. After my Samsung phone was stolen, I was told by Verizon that I would be able to choose from a selection of Samsung phones. When I reached the phone selection page in the Asurion claims process, I was offered a single choice--a Motorola Moto. Having no options, I accepted it. When it arrived, I was unable to open the SIM card access because the internal spring was broken. After fiddling with it for about an hour, I finally got it to open and inserted the SIM card. When I then attempted to activate the phone, it didn't work and I was forced to spend 45 minutes on an Asurion phone tree begging someone to activate it. A person who spoke little English finally got it going. The final insult was when I noticed a tiny sticker--less than 1/8" x 5/16"--that said: "Refurbished by Asurion". So not only was it not a Samsung, it wasn't even new. I looked up the Motorola Moto model of my phone, and found half a dozen refurbished examples of that model for sale for between $125 and $150. And you can bet money that Asurion didn't pay anywhere near that for it. Since I had to pay Asurion a $99.95 processing fee, the net value of my "New Samsung" was between $25 and $50. So, don't ever have anything to do with Asurion. And don't waste your money paying Verizon $17 a month to insure your phone. You're out of pocket somewhere after the 2nd month. read more

Verizon - Self explanitory. - Mobile Phones Near Me - Phoenix, Arizona

Came in on a weeknight with no employees helping. Over an hour before close and they wouldn't help my 85 year old mom get a new phone. Gave us a piece of paper to call Verizon while standing in a Verizon store. Horrible service and so glad I am a Tmobile customer where I am always in and out in under 30 min. read more

I would give "Zero" stars. I purchased a phone case with a Lifetime warranty from this Verizon location. The manufacture (Speck) of the case requires a copy of the receipt to process the warranty claim. They said the Verizon store should have it in their computer system if my paper copy was too faded to read and told me to ask them for a copy. I visited the store and they said they delete all receipts after 1 year. So you can't have a lifetime warranty if you buy products from this Verizon store. The staff was rude and wanted to keep telling me over and over all of the ways they couldn't help me out with the manufacture of the phone case to process my warranty...."They just don't do that" as policy it seems. You know the kind of people that kind of enjoy telling you they can't help you. That's who's employed here. Avoid this store and buy your accessories somewhere else. read more

I have to say do not go to this store if you need help with your phone. I had a question that I wanted to ask about my phone and they told me there would be a $30 charge to answer any questions. I have talked to friends who have recently gone to a Chandler Verizon and a Scottsdale Verizon and said that the people in the store were very helpful and DID NOT CHARGE THEM $30 to help them. Do not go to this store if you need help. When I purchase my next phone it won't be at the Shea and Tatum store. They have terrible customer service. read more

Ordered and received wireless modem from Verizon as the service is in my area. Got me excited as the cell site is about a mile away. Got it hooked up. So I ran a test and got a astounding 12 to 15 MBS upload speed. So disappointed, moved it all around the house called tech support and they said that's not acceptable, return the modem. read more

had a scheduled appt. for 11am, went there , never even got acknowleged , veryyyyyyyyy rudddddddddeeeeeeeeee people ....

My wife wasted 4 hours of time at this store yesterday. Trying to find the appropriate phone for a teenager. She was given the run around and promised that a phone would function as stated. Now they want to charge a restocking fee for a phone that we need to return. Verizon in general and this store in particular are incredibly difficult to deal with. We are paying off one last remaining phone and moving on because of the horrendous customer service. read more

Gosh,...... I simply went in to pay a bill for my Mother and her corporation. It was unfortunate that the staff seemed "so busy." However, it was relatively slow. We all know that when you go to Verizon it is an angst and can be 2 hours. With the lack of customers, I still stood there and the UNFORTUNATELY, this angry, bleached out blonde, woman came at me. HEATHER, so unfortunate for you, me, or anyone else that has to encounter your wrath. Ewwww. Ick. Clearly, I left without her help - whatsoever. It's a shame. Verizon - stop this rude service. Honestly, I've normally had pleasant encounters ( aside from the wait. ) Heather is mean, rude & not helpful at all ! read more

I ask George for a phone that is strictly talk/text. 'Nothing else-no internet' I say. Something you might give a 12 year old granddaughter in the hope she might not see porn hub or whatever. George goes in the back room and comes out with a phone. I ask 'no internet, right?' George says 'right!' '80 bucks' he says but of course there are more fees and set-ups for the line. I go home and check the Verizon invoice sent me and notice he has added, without my knowledge, some sort of 'insurance' plan for 15 bucks a month...for which he, I learn, gets a commission! He adds this without even mentioning it to me! I charge the phone over night, turn it on and guess what? It is an internet smart phone! NOT talk/text only. So I take it to the closest Verizon and learn that they don't sell talk/text anymore. And they don't care that George lied and they want a 50 buck 'restock' fee! 50 bucks to re-stock an 80 buck phone. So I say 'I'll keep this phone rather than pay you 50 more bucks to 're-stock' it. Later I learn the same phone is available at Wal-Mart for 39 bucks. Verizon. What a bunch of crooks. And George? Well.... read more

The staff is not responsive or helpful. I got a new phone for my wife and ask how to transfer that data from her old fun an the said "you can do that at home" I had problems an returned to the store and they refused to help. Do not recommend at all. We ended up going to the Verizon store North of the 101 and got great service IO recommend you do not use the Verizon store at Shea and Tatum - the service and staff are terrible read more

Came here with my mom to help her get a new phone. She is 76, and while I think the young man who helped us was nice, he was not accustomed to helping someone like my mom. She is smart, but not as experienced with iPhones. He went too fast for her, so it was a good thing I was there to help translate. Otherwise it was a pretty good experience. 3.5 stars. They should have a certain employee who is good with older people. We will all be there someday! Take time to patiently explain what's up! read more

Just atrocious. My phone have not worked in a week. It was 1,000 dollars. 2 years old. Told me there are no replacements in the store. So they shipped it. We corrected the address. Verified it multiple times. They still shipped it to the wrong address. Now the shipped phone is lost and they won't order another. They lose my phone and then cut me off from another phone until they do a fraud investigation read more

Version is cold hearted my dog of 18 years passes away. All they care about is the MONEY. They won't even help me get my phone back on. What has this world come to. If money is the only thing they care about and not there customs?????? read more

This Yelp review is for the BEST Verizon employee I've ever encountered, Robert Brandon. I've been with Verizon for 10+ years. Dealing the the stores are always such a drag-- they're crowded, have long wait times, and typically rush you. Robert greeted me at the door, answered all my questions honestly and thoroughly to help me make my upgrade decision, walked me through all my accessory options and the current deals without being pushy, and he's a GREAT conversationalist. He showed genuine interest in how my day was going, he was upbeat and so personable. He explained my bill in perfect detail, gave great instructions for how to set up my new phone and mail in my old one. What an amazing experience. This man deserves a promotion, raise, and employee of the month plaque! Thanks Robert! read more

This Verizon location is awful, extremely rude and disrespectful employees including the manager. And now because of COVID they are using that as an excuse to not help customers. My wife has been here three times in the last few weeks with no help from them whatsoever. Her phone initially broke, so she bought a new one from Verizon. When the new phone came, it would not make or hold any calls. She made an appointment, went in, employee was no help and was told to call Verizon. So in turn, they sent her another new phone. She made yet another appointment. And now at the most recent appointment my wife who is 8 months pregnant Was not allowed inside and the manager made her wait outside in 115 degree heat during my wife's actual appointment time that she had scheduled, which was also the case at the previous appointment. Keep in mind previous customer had already left. So no one was in the store, but the store manager insisted she wait outside, using COVID as an excuse. I strongly suggest if you need to go into Verizon, Do not go to this location. It's too bad the manager is part of the problem and not the solution. read more

Super stellar way to NOT help a customer! I was in this store 2x yesterday, once to get a new free iPhone 8+ (turned away due to it being an online only promotion) ok, np go buy online and pick up at this store right? Yeah, I go and pick up my new phone after about 20 mins of bs to make me one of the account holders to get my phone, kk np...ask the girl who hands me the bag to please help me set my up my phone.."your new phone has the SIM card in it and is all activated and ready to go so setup should be easy". Cool! I go home...and after having to run all over town for WiFi, having to contact iTunes and a bunch of massive hoops I had to jump thru, I accidentally locked myself out of iTunes (my bad) but still, had to go to bed with NOT HAVING A WORKING PHONE! Kk so not having WiFi and messing up my password, my fault np! BUT all of this could've been avoided as I found out through iTunes and trying to restore my I iCloud info that in fact the SIM card in the new phone WAS NEVER ACTIVATED! My old phone was smashed to bits so I couldn't just do the easy button thing...Call this store, girl says come in...NOPE BEEN THERE TWICE YESTERDAY WITH NO HELP! K I go back home, the tool to change out the SIM card IS NOT IN MY IPHONE BOX!!! Have to go to the store in my pajamas FUMING PISSED because it's now been 24hours without a phone I NEED TO MAKE $50/hr 10 hours per day! So this little girl at the counter yesterday who could've helped me since there were only 2 other customers in the store that were already being helped, cost me over $600! Way to go with shitty customer service! How about you dock her checks and pay me back the money you stole by being so completely UNHELPFUL! I did send an email referencing the number you listed Verizon and never got a reply...fail again read more

Wow, I am pretty surprised that "the customer is always wrong" retailer rule applies to this store. They are fantastic for selling you new items, but clearly, they want as little to do with you as they can after. In my case, I was sold Visual Voice Mail, but never received it, an HTC10 that periodically reboots and shuts its bluetooth off as well, unexpectadly, causing me to be locked out of my hotel room. There is no such thing as customer loyalty anymore for retail storefronts and definitely for long term customers. I've had the same Verizon number for 35+ years, from back when Verizon purchased NYNEX Mobile. The stores do not care. Best to deal with online customer support and keep your options open by having multiple carriers. read more

I've had great experiences at this store until recently. A rep informed me of a loyalty upgrade deal for my mobile device. It was a good deal so I took it. She showed me the screen with amounts. Well after checking my next bill it was several hundred dollars more total than she told me. Now I'm stuck with a monthly bill 25% higher than I was told and I can't return the phone. read more

Would give no stars if available. Went in to transfer my husbands work phone to my account. Per directions from his company we needed to go into the store. We were approached by a female employee her tag indicated she was a managers. All she kept telling us was call 611 she even used the term literally call 611. Just want to say when I upgrade my device I will literally not be doing it here. read more

I just 'droided myself and I'm not ashamed to admit it:) I got my first cellular telephone in 1985...it took the better part of a day to install in my car, had a total weight of nearly 30 lb's and had to be bought as a separate item and then matched to the cellular provider (in this case McCaw Communications, the predecessor of CellularOne and ATT). It cost more than $1,000 and that cost was surprisingly low compared to the Motorola "banana" phone I got a year later (a "pocket phone" if you had pockets that could accommodate a 3 lb., 12" x 5" phone:) It was wonderful...I could talk and do business whether I was in my car, on my boat, out skiing or playing golf, in another city (all I had to do was pack my charger and spare battery...another 10 -12 pounds:) I stayed with ATT until 2007 when my patience with poor signal and poor service finally ran out...that's right 22 years of patience...I'm like a camel of patience, apparently:) I switched to Verizon and have never looked back:) The first set of phones were state of the art a couple of years ago and the Beautiful Carin and I were very happy with them (in fact, my girl is now the queen...or maybe the crown princess...of texting...so fast! :) Coverage was and is excellent (3G everywhere:) It was time for my "new every 2" upgrade from Verizon, and I 'droided myself and Carin...no I didn't get any on anyone else:) My kids all have iPhone's (and they think they are so much cooler than the old man), but I may have the last laugh...25,000 'droid apps and growning (all but a couple of dozen are free:)...much better coverage than ATT, access to all that crazy google stuff (even Doc's, Voice and Wave work on the 'droid:) Constant updates (I just got a text that Verizon will update the eris 'droid to android 2.0 in January:), and knowledgeable, organized and pleasant people whenever I go into one of their stores for accessories and what have you:) Service was excellent, the upgrade was dead easy, and the phones were free...yup...free, and you know how I like a free 'droiding :-) read more