Horrible experience. Being a first responder I need my phone. Spent over 30mins on hold calling the store and then spent 45 mins with 1800 Verizon trying to get a hold of someone. Tried the online and it kept crashing. I was told I could go to the store. The manager told me they really only like to do pick ups and I explained my situation. Then the person I was to work with was incredibly rude. We are now looking at AT&T. read more

Terrible time at this Verizon store. Their customer service is ridiculous. The employees are standing around talking while having customers wait for their turn. I just needed a replacement SIM card and it took too long to get the replacement. Avoid this store if you can. They dont care for their customers whatsoever. read more

Never had I experienced such terrible customer service like I did today. I called this morning at 11:20 to get more information about trading in a phone and firstly, this male employee answered with a simple, unenthusiastic "hello" as if I were calling his personal phone. I asked him a question and he didn't reply for a few seconds until I asked another question to which he replied "I'm sorry, I have another customer in front of me and we've been really busy today" with an attitude. I stayed quiet and patient until he finished with the customer he mentioned then he asked "are you done?" I finished our conversation but he seemed bothered throughout it all. Never coming to this Verizon for customer service. read more

Shame on Verizon for taking advantage of my 70yr old Uncle! Recently my mother-in-law began managing her brothers phone account and bills; as he was recently admitted into a care facility (he is physically incapable of caring for himself... not mentally). Upon reviewing his account, she realized a sales associate added a $15/month add on to his account and guess what the add-on is- 'Track your Teenager'... After speaking with my uncle we quickly realized he had no idea that was added & he never asked for such an add-on. My mother-in-law then went into this Verizon location to discuss why such an add-on was placed on her brothers account. Long story short, the sale associates basically told her to get lost... "no way to get him out of the add on" and there was no resolution nor answers. Verizon has declined so much recently and their location associates have as well! BEWARE! read more

Definitely appreciate the excellent customer service at the Verizon store at Metro Center. I checked out prior reviews and saw a few negative comments. As a former business owner, I understand working with the public can be challenging. Some people are simply unhappy and take it out on others. But I believe most folks today are simply impatient. They want it now and get it right otherwise a bad review on Yelp is coming! As for me, I was greeting professionally and put on a waiting list. Less than a minute later, Hector was helping resolve my phone issues. He even educated me on other features of my phone that I was unaware of. You folks at Verizon Metro Center are doing a great job. Don't let the haters get you down! read more

Incredibly good service. Michael Daniels the general manager was personable, efficient, and knowledgeable.

Consistently good, competent, courteous service at this location on multiple visits. Like all Verizon stores it can get crowded so there can be wait times, but I've never found it excessive given the number of customers waiting to be served, and sometimes there's just no line at all. My compliments. read more

I would have given zero stars if possible. Worst customer service ever. Had to listen to a car-salesman style pitch about Verizon edge, and when I said no, the manager tried to give me the same pitch. Also, they said my upgrade was more expensive in store than online because "supply and demand, bro. You get it faster here than online". Just shameful. Also, come to find out later they changed my email address so I would not get a survey. read more

Sales agents do not listen and therefore cannot solve your problems. And Yelp said my review wasn't long enough so I would suggest driving to the Verizon store in Surprise on Bell. read more

Verizon is always busy, however the staff here is very friendly. I came into this store over a month ago and was helped by Jamie. She was very personable and honest. When I returned to this store today she remembered me and said hi. I will definitely be recommending this store and Jamie to others! read more

I had come earlier in the day and they were very busy, half hour wait so I left. But I came back later in the day and the employee (Kara) checking people in was great, remembered me and luckily got me help pretty quick this time. Omar then assisted me with my new upgrade, explained my options of extra things to get with it but at the end of it I just decided to get the phone, all in all he was very helpful, good customer service. read more

We worked with Cle and he was phenomenal. He made the experience fun and he was very personable.

Went in for an upgrade and to make some changes to my plan. I got a really great deal on a new phone and accessories, and Tammy was very helpful and patient, and went above and beyond to make sure I got the changes to my plan that best suited me. I've been a happy Verizon customer for about six years now and will continue to be for many more. They never let me down. read more

Stay away from Verizon. Back in january i paid my bill and then Verizon chose to cancel the payment and charge me $25 for their choice. I recently went to this location to cancel my service and not a single employee there knew how to do it. Had to call customer service to get it cancelled, and i was told everything was good, my account was all paid, i didn't owe anything. Now several weeks later, i received an e-mail stating i 'owe' more. Again, do not use Verizon at all. They are all incompetent s and liars. read more

I have been with Verizon since December they are horrible they have done nothing but lie to me since day one they sent me a phone I had it 3 months and started having problems with it so they sent me another phone I sent the old phone back to them they said they never got it and charged me $300 for it I am so I'm unsatisfied and disappointed with Verizon I am leaving them whoever wants to be with them please think twice they lied to me about my bills they lie to you about everything!!!! read more

I am only giving 1 star because I have too! Rudest sales team I've ever come across in 35 years of my sales life! We went in with our mothers permission to get 2 new phones. I got the iPhone 8S plus and my husband got the edge plus, the iPhone 8 plus they had on display was BROKE I wanted to feel it out. They acted like I was asking for the world and said "why don't you just leave and YouTube about the phones and then decide! I'm going to help others now let me know what you want!" I believe this mans name was Ryan! Rude Ryan is what I'd say. I do like the iPhone 8S plus but I had to know by getting it and if I didn't like it then I pay a $35 restock fee! Maybe I want the iPhone X! They certainly couldn't care less about customers! It's a SALE! They were not busy and I'm kind of mad! I thought we paid a lot for Verizon due to great service. Well, now we are a couple days into using these phones and the service has been terrible. Everywhere we go. Honestly. Metro pcs was way batter and cheaper! We left them to not have these issues! I don't complain much but, this store is RUDE. Broken test phones, service seems to have gone to crap and one more thing be careful! He gave us the total per month and after signing he said "that's with insurance, etc" things I should choose not be told after! No communication in a communications store! Go figure.... read more

So I was in need of a new phone after dropping my iPhone and it was only getting intermittent signal. So I decided to visit the local Verizon store this location was closed due to COVID-19 basically the sign said half the stores are closed visit another location, fine! I looked on the Verizon website to make sure which locations were still open before I drive out of my way and I found this location on 31st Ave. and Peoria was still open! I headed that way because I was in need of a new phone! But nowhere on the Verizon website when I looked up this location stated that I needed to wear a mask or that I needed to purchase the phone online first for store pick up only! I went to a location because I wanted to speak to some about questions regarding a plan change. I was on a grandfathered plan from the old days when I opened my account back in 2003! So I pulled up and started walking to the door and immediately a representative rushes out the door (Kelsey R.) very confrontational blocking the door saying " Whoa whoa what are you here for you can't Come in" I said I needed a phone and I had questions about a plan change! She bluntly stated that she can't help, that I have to order the phone online! I told her that I just came from another location that was closed and that the sign on the door at the closed location or when I looked up their location on the Verizon website did it state that I needed to order the phone first or wear a mask to the store! OK with COVID-19 going on understandable a lot of things are different! But the situation had already escalated with the way she initially approached me at the door and I honestly felt attacked! So I said fine OK I'll order it online but can you make sure that you even have it in stock before I waste my time and have to drive to another Verizon store which would be the third location! She rudely said "no I'm not gonna go check, you can find out online for yourself if it lets you pick it up here!" Wow okay... I went to my car to order it! I had no choice I needed a phone! Basically I just blindly made changes to my account without any of questions being answered! so great customer service there!!! Now keep in mind Kelsey's whole argument was that I didn't have a mask and COVID-19, social distancing blah blah blah! but you can't confront someone the way she did when policy changes have not been conveyed to customers. I didn't know my only option was to order online without getting any of my questions answered or that I had to wear a face mask to go pick up my phone! luckily it was in stock since they didn't want to check inventory I guess it was too much of an inconvenience provide basic customer service! So I'm waiting in my car for the order to be ready and then the security guard rolls up out of nowhere and stands right in front of my car! Hummm... so she comes out and starts talking to him and no exaggeration, comes out with no mask on, the guard had no mask on! they were less than 3 feet away from the each other carrying on a full conversation with no mask's on! But she made sure she had it on while she was speaking with me! Making me wonder what the difference is and why social distancing only applies to certain people! Whole other issue there maybe? So finally my order is ready I tried to hand her my ID like the previous customers did as I watched them from my car waiting for my order! but she didn't want to take it from me just looked at it while it was in my hand! OK whatever I just want my phone! As she's walking in to go grab my order I ask for a business card and her managers information she told me she was the manager and walks in the store! Something must've triggered her even more because when she came back with my order we started arguing again! she tried to justify why she stopped me! and I said yes I understand COVID-19! but it's the way you approached me! you confronted me at the door and stopped me in very confrontational manner asked me what are you here for? I wasn't aware of updated policies! I had no idea!!! The Verizon site made no mention that stores are only open for online pick orders only when I verified that the store was still open so I can come pick up a new phone! She said whatever and handed me a piece of paper with her name on it and a business card and said here's my managers card call the number and Walks away! But wait I thought she was the manager as she stated to me? You know COVID-19 has definitely changed things but it doesn't excuse you from doing your job and providing minimal basic customer service! Horrible experience and I'm glad that's not my normal location!!! read more

I went earlier today to upgrade to the Note 5 because I'm on the edge program and have nearly paid off my old phone. I have had some bad customer service before with Verizon but today was the absolute worst. Angel, the rep who attended me tried the entire time to talk me out of upgrading. He told me once I transferred phones I would lose everything except my contacts and that he would not help me transfer anything else over. I have the VERIZON Cloud and know how to use samsung smart switch yet he told me I would lose the rights to my old phone. They actually ended up not having the gb I wanted and when I tried ordering online it was like I was asking him for a kidney. First he accused me of having water damage onto the phone but funny enough when a manager checked my phone it was fine. He must have gone back to the manager 4 or 5 times my entire visit. Also then he accused me of stealing the device because the serial numbers didn't add up, but that ended up being another verizon mistake! All in all I didn't get my phone but I'm jumping ship to tmobile at least they don't call me a thief WORST CUSTOMER SERVICE EVER!!!!!!!!!! read more

Very rude and self-centered staff with terrible customer service skills who provide dishonest information to manipulate the sale by not disclosing crucial information that could have a negative impact on their sale. In other words, this location and my experience lately with this company in general promotes lying as a justifiable behavior. They do this by telling you nothing but lies so that it benefits them and then refusing to correct a bad decision made on the customer's part by giving off the impression that it is "okay" to lie to their customers to deceive them into making the wrong decision. Terrible place and will not do business with them in the future. read more

I walked into this Verizon today and spent less than 30 minutes! That's a first at a Verizon store, and a pleasant surprise! I worked with Diego, who was terrific. Evidently Verizon is having lots of problems with their Samsung Note 8 because this the second time I'm not able to be heard on mine. Diego immediately ordered me a new phone, which makes me think this isn't the first time he's heard of issues with this particular phone. The problem is I have to wait for it to come in the mail and then go back into the store to have it set up. That's because it's been more than 14 days since the last time I had issues. Gee, Verizon, I would think you would take care of the issues in the store and save the time of your customers! read more

If I could give a negative 5 stars I would. Beautiful new store but the customer service SUCKS. Afyer waiting an interminable amount of time the rep comes over and says only 3 people in front of ypu. When i mentioned the guy I was right behind when i checked in was being waited on right then and I should be next I was basically told they dont take people in order. Huh??? I thought by signing in I would be taken in order of when I came in. Not so. I kept watching people who came in after me get waited on ahead of me. Then when it was finally my turn I was told they couldnt do what ther person who checked me in said they could. No more at this location. Terrible! read more

Kara waited on me. No waiting, very knowledgeable and helpful with both my iPhone and iPad. The store is well lit and organized.

Really disappointed in management for having their team trained in a poorly behavior. The guy that I received to get help from wasn't friendly and you can tell he hated to be there on a Saturday night around 7pm. I wish I would of got his name to call customer service because he did not help what so ever, waited 25 min for a 5 min horrible conversation about how he couldn't help with my iPhone so I'm going to make an appointment at the Apple store instead and ask them to help and if they help me perfectly, then I'm definitely going back to the store and talk to the manager myself about how another company had to help me because you guys couldn't. I was really disappointed and waste of time 100%. I didn't get the issue why he couldn't perform what I wanted him to do when the Verizon store in Arrowhead helped me with the same issue a while back and they did amazing. First time at this store and the last time. Go to Arrowhead Verizon store instead if you want to walk out happy. read more

Poor POOR customer service with an attitude from basically every employee, they almost try and give you the feeling that we have something you need so you better kiss our a$$ and if you don't they get an attitude. Worst WORST Verizon store I have ever gone into period !! From the guy in the front waiting on you to the person you deal with it's a bad very poor customer service I don't know if it's cause the neighborhood or what but they need a revamp on how to treat customer's especially when you've been a customer for over 10 years never missed a payment. I was even there 4 years ago and a guy named ceasar helped me and actually tried to intimidate me and I was gonna stand for that and his manager had to send him in the back because I returned an item in which he told me I had to buy to get the deal on the phone ( so he could get more commission) I called Verizon when I got home they said no sir you did not have to buy that you may return that to the stroller so I did and again ceasar then almost wanted to fight I was like huh what , is this really happening cause you don't want to touch me I promise you. It is not good there. 4 years later same attitudes in the store will NEVER go-to that store again it's sad how they feel they want major respect before they are cordial w you and you are the customer . No thanks stay away !!! read more

I went into the Verizon store located at 3121 W Peoria, Phoenix AZ 85029 to purchase a cheap phone due to being on a budget. I found a phone in my price range and I wanted to have the entire amount added to my next bill, which was not done I just found out that I am paying $6/mo. for 2 years. The salesman Antonio told me that they have a special and if I get either the Hum or a tablet that my monthly bill will be $4 cheaper. I accepted. Before we left Antonio put a silicon case on my new phone and gave me a bag with my tablet inside- later I found out there was also a Mophie in the bag. I opened my bill today and found extra charges on my phone. I was charged for the tablet, which I was told today that they will have a manager refund that money. I was also charged $14.99 for the silicon case that I did not ask for and I was never told that there would be a $60 "upgrade" fee...which conveniently is the same price of the Mophie that I didn't ask for or need. So my bill is much higher than if they would have just sold me the phone that I had asked for when I walked in the door. I have been a customer with Verizon for about 8 years and I have never received such horrible, manipulative service. read more

Stay far, far away. Worst customer service ever. I have been with Verizon since 1997, and my recent experience in this location took me aback. The manager, Kara, was absolutely useless. I made an appointment, but she took other walk ins ahead of me. I needed to have my phone replaced for an issue, and when I left, I tried to make a call, and the new one didn't work, so I had to go back in and wait some more. Tried to work off of wifi on my old phone, since I didn't want to download a bunch of stuff onto a phone to be replaced, but their WIFI was down...so was their printer, or at least that's what Kara told me when she wouldn't print out a form I needed to complete for an account change. The promised email that was going to be sent instead? Yeah, that never materialized either. The rep, Angel, that worked with me couldn't figure out why the phone wouldn't initialize, and instead of figuring out the issue, he just hard wired it up, you know, broken wifi and all... Then they told me that the brand new SIM card on my phone just out of the box was the issue. I don't trust them. Neither my rep, nor Kara would come out of the back stock room when I came back in to help me in person. So I had to wait another 20 minutes, almost 2 hours after arriving, to make a phone call on my new phone. read more

I wish I could give a negative number rating. I've been a loyal Verizon customer for years. They did me wrong once by lying in making me think I had credits in my account when I purchased a 2nd phone. Luckily I was able to return the items I thought I was getting for free. Because they were charging me over $100. Because they fixed the problem, I decided to stay. NOW, I added a 3rd line to my acct and they said they would pay for the amount I still owed on my phone with the other carrier (which I'm still waiting on my prepaid card) but what made me upset is that they LIED to me again by telling me that if I traded in my working phone (which they valued at $44), that they would credit my account (which they did), but when I received the email that they were sending me the prepaid card MINUS my trade-in value of $44, that's when I got upset. They keep telling me it's in the terms & conditions. THEY OFFER YOU A TRADE-IN VALUE, THEN THEY SUBTRACT IT FROM YOUR PREPAID CARD. SO YOU'RE BASICALLY GIVING THEM THE PHONE FOR FREE! THEY ARE LIARS AND THEY ARE SNEAKY! THEY JUST LOST A LOYAL CUSTOMER. I WILL NEVER RECOMMEND THEM TO ANYONE!!! VERY UNSATISFIED CUSTOMER!!!! read more