I have had to go into a Verizon store several times within the last year and a half. Every single time, I have been incredibly disappointed with the customer service. The employees are not friendly at all. They play games on their phones right in front of us when they are suppose to be helping us. Each and every single time they were suppose to mail me replacement phones (because they all keep breaking) they get something wrong-- whether its the address, the products, etc. I have never ever been satisfied with Verizon. I have to go days at a time with out a phone because of Verizon's mistakes. They have caused nothing but trouble since I joined. read more

This store is grossly understaffed, came by twice before wait times were 30-40 minutes, sticking it out today supposedly 15 wait. A visit to the DMV would be more satisfying. read more

I went to this store 4/10/2014 and was Daniel took very good care of me upgrading my phone. I went back 4/12/2014 with my wife to return a item that was defective and upgrade my wife's phone. My wife is handicapped and had to go to the bathroom, they told her to walk over to the McDonalds which is about 100 yards away. My wife got pissed and so did I, after my wife left the store I approached a female displeased with their flip additude. When I mentioned my wife having to walk that far several of the young wise mouths said so what. One female and one guy felt the need to mouth off over the bathroom issue, even with a handicapped person. Of course I got pissed with their additudes and expressed my displeasure with Verizon and their wise mouths. I told them now my wife refuses to buy from that store and they said they don't really care. They then told me to leave, that they would not do the refund. I've been a customer since 1995 when it was Alltel, and then when Verison took over I stayed with Verison. When I mention this they said they really could care less. Of course being 62 and handicapped myself, I then told the female and one guy for both of them to F-OFF. The customer service has really gone down since they are the most popular wireless company in Arizona. If I can do anything to assist in taking them down a few levels I will. If Verizon continues to hire and employee people like this with absolutely no customer service professionalism, Verizon will fall like a rock. If I had not gotten my new phone 4/10/14 and now being stuck with a 2 year contract I would have jumped ship and gone with Sprint. Verizon is going to have to do a lot of butt kissing to keep me with them when the 2 years is up. read more

Wow, another negative experience at the 16th St. Verizon store today that I have no choice but to write about it. The customer service is horrible - the man who helped me was RUDE and smug when I explained a problem I was having with my phone. He actually laughed at me... wow. I don't appreciate to be treated this way in any situation, especially in a customer service situation where I am the paying customer. It may have been Apple's fault that the phone had a malfunction, but Verizon sold me the phone and they should be more accommodating to paying customers. read more

Most inefficient place I've been at. Told it would be 30min and turned out to be an hour. All I needed to do was replace a carrier clip. Everyone was pissed off in the store. You can't get simple service without waiting. The only positive was the guy who checked us in finally got a clue and got me a new clip before my name was called. The want personalized service but there only getting pissed off customers once they start to help them out. Oh yea employees there park in the prime parking in front of the store. I noticed this while we were waiting. If you have a lot of spare time on your hands then this is the place for u. I will never go back to this store. read more

I got a quick greeting and was then introduced to a balding employee with a short man complex. I only wanted a phone charger because the one I recently puchased from Verizon died, Nepolian picked up one off the rack, asked how I wanted to pay. I gave him my ATM card and he asked for a photo ID even though my picture is on the card. I just moved back here and the DMV hadn't sent my license to me yet, I mentioned my photo is on the card, showed him my Costco card with my photo but no good...he needs to see a state ID card. Found a great charger at a drugstore for $18.00 less. Bite me Verizon, learn to help your customers, you're in a service industry! read more

If I could give zero stars I would, this location is filled with rude employees who are constantly trying to get more money out of you. A customer service technician on the phone told me I could get my upgrade fee waved and that he placed a note about it on file. The employee at this store said that didn't apply to their store so I attempted to order a new phone online and then pick it up in store. The employee was outraged and gave us a new representative to help. Once we got to the point where I had to my card out to play they told me I'd have to pay 100 more dollars for a scratch on my phone or get it fixed through their service. The cheaper service is 29 dollars and takes 3 weeks to have them come to you. I am so frustrated. Please don't waste your time coming here. They are money hungry vultures looking to exploit customers for their own well being! Commission must be pretty sweet for them to treat people like this! You just lost a customer who has been loyal 5 years. read more

If my experience is any indication, be prepared to wait a long time for what I would classify as substandard customer service. Moving forward, I will call Verizon directly. My opinion of dealing with the individually owned store was like a marriage of the swiftness of a hospital emergency room with the integrity of a used car dealer. No thanks! read more

It seems that all the negative reviews about this store are all from impatient and grumpy people. The service at this particular Verizon Store was OUTSTANDING! Not only was Rachel amazing, I was taken care of by a few of the employees who all had specialties in different areas. My account and ICloud was a mess, they helped me get everything situated and got me on the best plan for me. Very knowledgeable and friendly staff! Left the store with my brand new Iphone 6plus and as happy as can be! 5 stars for sure! Thank you Rachel, you and your staff are awesome!! read more

I felt extremely happy with my purchase/upgrade. I worked with Charlie Gomez. He greeted me immediately and helped me right away. Although I knew what phone I wanted Charlie really took the time with me; he saw my current plan and changed it for the better keeping it at the same price. He was very knowledgeable on prices and was able to really explain to me what kind of charges I would be seeing on my next bill. He also took the time to help me sync all my information to my new phone which took MUCH longer than expected. In that time Charlie was super patient with how long that was taking (I was in the store 15mins after close.) During this time he explained the benefit of trading In my old phone for a tablet which I ended up taking one home! I felt extremely comfortable and confident in every decision I made. Charlie even took time to really build the relationship with me as the customer asking questions about me and not making it seem like I was just another transaction. Really pleased with my experience with Charlie and Verizon. He's a great asset to the team!! read more

This particular Verizon location is full of incompetent liars. Our phones had been dropping calls for over 20 months. Every few months we would stop in and troubleshoot, and usually walk out with a new SIM card. Last Friday, after discussing our options with salesperson Ian, we were told there was nothing wrong with our phones and a new SIM card would fix our dropped call issues. Immediately after leaving the store, my husband and I both dropped calls. We called Verizon's customer service, and after a weekend of troubleshooting were told that there is a KNOWN SIGNAL ISSUE with the phones we had been using (and complaining about in store) for almost 2 years. We were also told that our phones could be replaced with either the same model or a similar model under warranty. Customer service shipped us the new phones and we activated at this 16th St location. Since activating the phones, we have heard the "your call can not be completed as dialed" message frequently. A call to customer service determined the phones were NOT ACTIVATED CORRECTLY. 16th St Verizon store fails again. read more

i wish i had got his name, but they have an employee in there, white guy, shaved head, he was trying to be kinda smart with me and act like he was above me, kinda like he was competing, now i wore my tank top in there, i am 26 but i look like im 20 and im not trying to act tough, i never do. Anyway i tried to be nice at first, and when explaining my problems (there are about 5 different problems i am having with my brand new stratosphere 2) he would tell me "well there's nothing we can do about that", and im like "well what about all these other problems" he would reply "what other problems" 2 TIMES after ive explained all my problems he says"what other problems" i said f*** it dude you are an idiot im going to talk to someone else... so i talk to someone else here are the problems im having with the stratosphere 2 in my first two days (mind you i haven't really used my phone these two days because these problems are constant and f***ing annoying): 1. i cant send or receive calls/texts (this happens on and off) 2. if my text is somewhat long people either dont get it or they get a couple words out of the few sentences, just a couple f***ing words sometimes half of a word 3. the calls that do go through, well 75% of the time no one can hear me, i can hear them, they cannot hear me 4.the phone reads my sd card but it wont play my music (the sd card works fine in my stratosphere 1) 5. i cant use my apps, they randomly just exit and im back to the front screen, if i try again it happens again OF COURSE when i go in to show them the phone starts acting normal, so i cant get a replacement on this f***ing phone that i cant even use, have to keep re trying my calls, miss texts, people dont get my texts or they get a couple words from it AND i cant use my apps, so pretty much nothing on this f***ing phone works, but i cant get a new one..... read more

I have never felt more uncomfortable in a retail space in my entire life. I came to the store to upgrade my phone and instead left with no phone and a feeling of confusion. Confused as to why an employee would be so standoffish and disrespectful towards someone who is about to throw money at them every month. Heath not only seemed annoyed with the handful of basic questions I was asking him but even worse he had no idea what promotions he had going on in the store. He couldn't have been any less helpful. Not to mention when leaving the store everyone seemed too occupied with their conversations amongst coworkers to even acknowledge our departure. Not to mention the employee to customer ratio was a solid 4:1. I ended up getting my upgrade through the Verizon Customer Service Call Center. Not only was there no sound of annoyance from their end of the line but they even went out of their way to take care of me as a customer. I will drive the extra 10 miles West or East to make sure I never have to feel like I am being belittled when simply seeking out information relating to something I pay for with Verizon. Thanks Heath and company for reminding me why I shop online. read more

If you are young and hot Miguel will move you to the front of line maybe even skip you a few more times just because he doesn't like the way you look. I ended my service after 12 years of being a loyal customer. This was not the only reason! Just where I finally realized Verizon really does not appreciate its customers. read more

DO NOT DO BUSINESS WITH THIS PPL. I got my new iphone 6s plus today, I try to activate the thing for 4 hrs over the phone with over seas customer service, then within states services, after 4 hrs they told me just go to the store, I went there 3 more times the first one I was able to make phone calls but no data, second time they connected the phone to wifi so I got data while n the store without telling me, I had to make a u turn right away, the guy goes "let me do this right for you this time", so I declined and got a refund for the phone and taking my business to another company. I dont' give them no stars because its not possible read more

Lena Solutions manager - service with an attitude after 40 mins wait.... just awful avoid and use another store

I received the worst customer service possible from the manager Juan.I would never go to this store location again. If you want to buy any Apple products go to the Apple Store at the Biltmore or Scottsdale. You'll get much more customer service and knowledge on all products. And the returns and support at Apple are a 10 not a ZERO!! read more

DO NOT buy a Otterbox product at a Verizon store!!! These sleaze bags take the screen protector OUT of the product kit sold at Verizon. The obvious point in doing this is to increase the sale of screen protectors sold separately. The fact is you can buy the same Otterbox product AT THE SAME PRICE or cheaper at Walmart or many other retailers with the screen protectors included FOR THE SAME PRICE!!!! read more

Never anticipated that switching from one cell phone carrier to another (T Mobile to Verizon) could be so time consuming and frustrating. After my wife spent "5" hours chatting on-line and on the phone with Verizon reps and being shuffled to several departments, we were ultimately told to pick up a Sims chip at a local Verizon store. A trip to the nearest store revealed that we could not actully pick up a chip. The store staff said they could only process the transfer in the store; we needed to come in. Really? Why? That's not what we were told on line. No interest by staff in checking our in-process account number or calling the" setting up an account" Verizon phone number to resolve the confusion. Their customer service needs improvement. A subsequent follow-up with Verizon on-line again reiterated that we should have been able to obtain the Sims chip. Fine. I'm staying with T Mobile. read more

Liars at this store. Must be commissioned based. I ordered my phone for in store pickup online with Verizon during the black Friday promotion. When we got there they said the order was cancelled. Then they changed it to 'well our system has been having problems', then it was just 'phone is out of stock, call customer service'. They tried to blame it on the computers saying the computer didn't show it out of stock when it was. I called customer service who said that is complete bull. They are slated a certain amount of phones for in-store pickup and a certain amount for in store sales; the computer would not have shown it in stock if it was not. They simply took my phone and sold it out from under me, then had the nerve to tell me it was backordered 2 months now. Unbelievable. That's stealing in my book; someone should be fired. If they don't know who did it then the store manager should be fired for letting that happen. I am filing a complaint and sending a letter to Verizon corporate also. read more

im new to verizon and so the employee took the time to explain plans and talk about the best phone for me. i was overall happy with my purchase, after a week my phone stopped working properly. i went back to the store and after explaining to the employee how the phone suddently broke they agreed to exchange it. they recovered my contacts and were respectful. so 4 stars for this store with great customer service read more

These idiots don't know one bit about what they are talking about. Probably one of the worse stores in North Phoenix. Can we get some technology literate people here please? Never coming to this store again, and probably will convince all of my friends who have Verizon and everyone I know to never come to this store. If you do, just go down to the Apple Store right down the street, they'll probably be able to do more than what these so called "Sales Reps" can do. Bad service and try to dust off any issues they encounter in the most unprofessional way possible. Disgusted. read more

Caveat Emptor!! Verizon offers international data plans but DOES NOT OFFER INTERNATIONAL COVERAGE in certain area of the world, like Africa. They ( advertise they offer coverage) but they DO NOT. You will be billed out rageous rates( determined by the foreign carriers) and Verizon plans do not work. I have spoke with three separate individuals in their Global Data division and each tells a different story. The left hand doesn't know what the right is doing!!! I feel they simply lie. Better to buy a card in each country than use Verizon. Terribly dishonest.... read more

Every time we have gone in we always left happy. The sales crew are very knoledgable and always go further than is expected for customer service. read more

There is a big issue with this place. My grandmother was trying to upgrade her phone and they were trying to rip her off by making her pay even more for monthly, so when I stood up for her the salesperson sassed me. Not happy with this store. From ripping off the elderly to having an attitude with a potential customer, this place needs work. read more

Stopped by this store over my holiday break to get a new case and screen protector I had bought with a iPhone 6s from the Verizon store on 44th and Thomas a year ago. Still a great iPhone but the case and screen protector were in bad shape.. luckily since that's all I needed I got help right away, skipping ahead of a bunch of sad people that looked like they've been sitting on those benches for days. I told him I had a 6s and he recommended a case right away, it was a clear one which I liked he said it was for 7's but also works for the 6. He then sold me on a thick glass type screen protector. He then told me he'd have to go install them in back and needed me to unlock my phone to do so (?). Wasn't really comfortable leaving this stranger with my unlocked iPhone in back for 20 minutes but went along with it.. sketchy. And the case is for 7's.. my headphone jack won't fit with this case on. He should have known that would be a problem. read more

Very, very horrible customer service. I came in to discuss options for upgrading my phone line and I was greeted by a very pushy, rude, smart aleck, unprofessional young woman who right off the bat gave me a b**chy response when I asked to break down my bill to give me a better understanding of what I'm paying for. She made me feel really uncomfortable as if it was wasting HER time by coming in. she immediately shut me down when it asked what my options where for adding an affordable device and rolled her eyes at pretty much everything I asked. I was under the impression that the representatives were here to help me, but it seems this particular individual was more interested in finding an easy higher commision sale than educating a consumer. I've never been treated with so much contempt than i have been here. it's unfortunate how certain individuals can completely butcher an experience to someone who PAYS THEM FOR SERVICE. Had she been nicer and more willing to educate I would have given her my business. I ended up calling a representative who was more than happy (key word, happy) to break my bill down and let me know the full scope of my options at this point in my contract and I will end up buying a phone I could have easily bought there. Hopefully this young lady receives some sort of write up for treating customers like idiots. i didn't catch her name but she was a young petite Asian lady with glasses. Hopefully she doesn't treat everyone the way she treated me. read more