I used to dread coming into this Verizon location. Until I had a corrective experience yesterday! I came in because my iPhone's audio was on the fritz and I had already gone to the Apple Store and was going to have to buy a new device. I came into the Verizon store and was promptly greeted and checked in. There were several people in front of me and right when I got to the five minute mark/antsy period, The manager of the store, Jay, came over address my concerns and provided a solution. So when I got to the actual representative, he was able to simply communicate all of what I needed in less than two minutes and get the ball rolling. He handed the baton over to Raleigh who was absolutely fabulous as well. He tried every possible avenue to make sure I was satisfied. I left the store with a new phone on the way through my insurance for $0 and he also talked about how I could go about getting a new phone for less than three dollars a month. It was absolutely amazing. I left the store, not frustrated as I've been in the past, but absolutely satisfied. I will come back to the store again and again just because of Raleigh and Jay. Stop in and ask for them! You won't be disappointed! read more

Just tried to get help from them. They told me I could not upgrade my phone today unless I added another line. How ridiculous!!! I have been a Verizon customer for 40 years and am planning to change companies. read more

Waited about 30 minutes with barely anyone in the store, while the employees sat and chatted, then after I was "helped" whoever helped me needed up walking away and proceeded to ignore me for another 10 minutes plus. I ended up just leaving read more

Walked in the door and was greeted quickly by CJ at the door. He was very friendly. I had arranged to pick up new phones and drop off phones to be traded in online. He explained the online hasn't worked out the kinks & the trade in will be handled by a mail kit that I will receive soon but if I have problems to return to the store and kindly had Charles continue helping with the new phones. Charles was just as friendly. We handled the new phones and it was such a smooth transaction! These two men were great! Helpful, made sure my account info was up to date, offered other account assistance. I was just really appreciative. read more

Knowledgable. Pleasant. Patient. Thanks, Thomas Fitzpatrick! We've tried other Verizon locations but this one is the best!! Been coming here for over two years. read more

possibly the worst Verizon store I've ever been to... The incompetent and rude manager had an angry, bitter attitude and no customer Service skills whatsoever. She must've been a special hire because I can't believe a company like Verizon would hire someone so unprofessional. The employees all smell like cigarettes and marijuana... They huff and puff whenever they have to come over and try and help you... They were looking up the wrong account and wouldn't restore service to my phone even though I've been a loyal Verizon customer for several years. The morbidly obese gentleman who was working was grianing and so annoyed that he had to actually work and help someone and was looking for any excuse to not to help me... And the angry chip on her shoulder attitude, manager was even more unhelpful. The funny thing is I was there just a few days before and they had no problem restoring service, but I guess the people there tonight didn't want to do anything other than smoke cigarettes, out back. I had to drive all the way to the Patterson and Parham Road location where the people there were clean kept friendly and were able to help me in a matter of minutes... Do not go to this location you've been warned! Verizon read the other yelp reviews that female manage has got to go! read more

Unacceptable customer service at the Short Pump Verizon Store. We went in on Saturday to replace a malfunctioning phone. We spoke with the sales representative about the phone we wanted, the case, screen protector, etc. and that we wanted the data from the old phone transferred to the new phone. We were told that no one was available to do the transfer and to make an appointment for Monday. We made the appointment and reviewed again what we wanted, with respect to the phone and accessories. when we returned at 1 PM Monday. Between Saturday and Monday, we received at least two reminder messages of our 1PM appointment on Monday. We arrived at 12:57 and were greeted, checked in, and told someone would be with us shortly. at 1:15 I asked when we would be seen and was told that "in a few moments" when they had someone available. At ~1:20 the sales representative we had seen Saturday came over and asked which was the new phone we wanted. After restating our preferences, we were told they didn't have any cases for that phone in inventory, and he wasn't sure how long the data transfer would take. We left. Wasted were two round trips of 40 miles each and two 30-minute periods waiting in the store. I intend never to visit this Verizon store again. read more

Coming in to this store before close, and representative attitude wasn't very welcoming. When asking for pricing after trade in, associate continued to bring up retail value of the phone before the trade in. When asking clarifying question about processes the representative didn't seem like he wanted to answer my questions. Was it the questions? Was it coming in before they closed? Was it deciding to get one phone instead of two? read more

Super ridiculously long wait times. Literally the same reps have been helping the same people for the past hour. I'm literally watching a female rep watch a movie playing on the tv with a couple as she helps them. I have been waiting over an hour. And there is a line of customers waiting in the rain. No sense of urgency what so ever to help the people waiting. Will not be returning to this location. read more

This was the absolute worst experience ever. LaDaryl was our representative. First we waited an hour in a super unstaffed location. And then LaDaryl was slow and acted like he didn't want to be there. He complained about being there. He said he couldn't get the phone we picked out for 10 minutes cause it was in a safe????? WTF?????? Then he claims he didn't scan a headphone promotion on my phone and he lied. Worst service ever read more

Decade long customer and hate every minute. Competion needs to step up. They get my award for the absolute worst customer service ever. They lie to you and tell you one thing and bill and do another. They hang up on you and their own employees. Every issue no matter how minor will wear you out for an hour on the phone. I am not kidding. If you go to the store to bypass the phone it won't help. They log you in at the door but no matter how minor the issue its 2 hours of your life gone. Its like a government agency or utility company where one person works and 5 need to supervise while you wait. No sense of urgency or multi tasking. Also I have a weak signal and it ain't 4g like they claim. Goes from pretty good to ugly ugly slow. After hours on the phone for last year 3 techs acknowledge the problem and say the will look into the issue and call back. They never call back ever. However when you hang up they always say "is there anything else I can do for you" in a nice tone like they were actually helpful. News flash how about fixing the problem. Their engineers suggest I buy a wifi extender. The extender expands your wifi. I told at least 2 of their techs that that has nothing to do with my signal to the tower. Clearly they need more training. Its like crack so I always get the new phone upgrade and regret the marriage every time. I just wish the competition was better. Verizon is looking to the airlines and cable tv industry as customer service role models. Set the bar low and then you can award yourself an award for putting a warm body in a call center in nowhere USA. Id tell corporate for feedback but everything is so bad i dont know where to start. As far as my samsung devices go all is good thanks to the Koreans. Nice job. read more

I wish I could remember names but I'm very bad at that. I came into the store to get my phone fixed and the navy veteran guy helped me out. I thought I'd need a new phone because my phone wouldn't hold a charge anymore. He hooked me up with a charger. This guy needs a raise! read more

Representative In store lies, she doesn't hold up to what she tells you when she's selling top you. The manager is not any better. She has no customer service skills and don't hold her employee accountable for the lies she tells. I switched from t-mobile to Verizon and was told that I would hey a certain discount amount. She was wrong about it and doesn't want to make it right. Calling the 800 number is not any better. They claim they don't have an escalation department. When you go in the store you're in there for hours. They have the worst customer service, and some of the worst employees ever. Stay AWAY. Don't let them add extra things on your account and promise discounts. They are not going to assist you after the sale. The rep wouldn't even answer the number she gave me once she lied about everything and wouldn't fix it. read more

Our business today was to transfer over a line to an existing account and also remove insurance that we no longer need. We came to the front door and a rude man KEPT US OUT in 39 degree temperatures and it was also sleeting. He didn't give us enough time to explain more than one of our concerns. We understood when he told us that the store was at its capacity. But after 4 people left the store, he still kept us out in the before mentioned conditions. Then had the audacity to come to our car window to try and conduct our business!!! We have been Verizon customers for 10 years, at least!! One would come to expect some decency and common courtesy when wanting to accept business but Verizon has been dropping the ball recently and I guess this also means basic human kindness is also no longer a priority for Verizon. read more

To supposedly be the too wireless carrier in America, the customer service is horrible. I went in on a Sunday afternoon after being on the phone with customer service over an hour with 4 different reps to activate an eSIM on my phone. Needless to say that never happened. Instead, one of these reps deactivated my phone line. In doing so, a family member was stranded as they weren't able to reach me due to no phone service. It took me another hour to get this rectified. The store manager, at least this gentleman claimed to be any way but I'm not sure about that, never seem to care nor show any empathy when explaining to him all I had been through. I asked if there was a way to speak to management for customer service or customer relations to report what I had gone through. He just looked at me like a deer staring in to headlights. This is awful service especially for someone claiming to be a manager. Now, I see why the reps in the store don't effectively help customers. The only thing they want you to do is sign up for service and buy new phones to keep them in business. Needless to say, I watched people come in long after I did, but we're waited on before me. What's the point of people checking in if it's not first come first serve? With the treatment, I received at this location and via phone support and social media support, I will take my business elsewhere and make sure to pass this along so that others will be forewarned. read more

I tried to switch from Comcast to Verizon internet three times now in two months calling the 1800 number. Verizon is a broken company. They tell me to unfreeze my credit, so they can call back in a day or two and finish the sign up process. They have failed to call me back three times, and when I call them with my reference number, they say they can't find my order. I've spent hours customizing the package I want (because it's full of questions on their side), and then the information has been lost two of those times, so I don't care about price at this point. I just need to avoid Verizon to make my life easier. The paradox is they've been trying to get my business for 15 years, and when I finally say yes, they don't have the technology or systems to get me started. The only thing I regret is that can't give them zero stars. read more

This place sucks in speed! All I want todo is exchange my Cel phone. I've got here early on a regular day. I've been waiting for 45 minutes! Also the host said I can't leave! Omg read more

This place has changed. The last time I went here was in January and I did NOT have a good experience at all. The greeter did not have a pleasant greeting or a pleasant goodbye. Also,I had to show Tech support how to take out the battery in my phone. The people were so rude that I did 2 things that I normally don't do. First I told the manager about the associates that I had issues with. Then I called corporate and informed them of the same thing and gave them the store manager's information. Till this day I haven't heard back from Verizon Wireless but I'm no longer doing business with this store. Infact I don't know why this store is still open. There is a newer and more accessible full service Verizon Wireless store 3 blocks east of this store. Save yourself time, and don't bother with this place. read more

Spent legit two hours in here just trying to use my phone upgrade, saleslady kept randomly disappearing in the back for 15 minutes at a time without even an explanation, manager was completely unconcerned as was everyone else, doubted our upgrade availability, we had to call customer service to confirm it (it was an early upgrade), and then wait for their manager to approve, which apparently took 30 min for her to enter a code. Finally, when we were allowed to check out, swiped card, signed ipad, and she disappeared for another 20, only to tell us the tablet had crashed and we had to start over on a register. It took another half hour. And then I checked my bank statement and they double charged me. read more

Great customer service... I really like coming in here as they take the time to answer your questions and/or find a solution to your problem. read more

Verizon customer service whether online on the phone or in person is the worst. I wish there were a better carrier, but AT&T Sprint etc has low quality service AND bad customer service. read more

If I could leave no stars I would. This was the second issue with this store, but we wanted give them the benefit of the doubt. Placed an online order with no problem got charged the $30 activation fee and choose same day in store pick up (mistake number one). Went to the store not only were we greeted by the store manager stating that "if you didn't receive an email stating it's ready for pick up I can't guarantee it can happen, we are very busy." There was only 3 people in the store and all were being helped and the store manager was playing on his ipad. So we took a seat and waited about 10 minutes later the manager again approached us stating "there must be a problem because it still says in process so either the payment didn't go through or you didn't sign all the authorizations." We responded with very nicely "we have done all of that so there shouldn't be a problem." Manager again states "well I will wait as long as I can but I can't help you if it doesn't change to received, I would call customer service." Manager leaves and again goes to play on his iPad. Not only 3 minutes later manager states "okay it was received." We approached where the manager was standing and he says "oh you can walk around the store I need to get it from the store." Manager gets the phone together and asks for my fiancé ID. Manager examines the ID and order ticket. Manager starts shaking his head and mumbling under his mask. Manager states "I always have a problem when things like this come up." We asked for an explanation. Manager states "the ID doesn't match because Jr is at the end of his name. My fiancé presents him with multiple forms of ID (military ID, credit card and card used to pay for the order that all don't have Jr at the end of it. Manager continues with rude comments "this is a legal issue I can't give him the phone, please leave the store." Please stay far away from this store. The store and manager have been reported to the corporate office for this horrible customer service, additionally if the original $30 that was credit is not returned legal action will be taken. read more

Condescending, belittling and rude. My husband and I came here on Black Friday to inquire about getting a more recent promo honored because a Verizon chat agent instructed us to go into any store and ask. The staff who checked us in was friendly and attentive but it went downhill after him. The first rep we spoke to shrugged his shoulders at our inquiry and just walked away. Finally, when the check-in rep saw us still waiting, he was shocked for us and got us another rep. The second rep (Allyson) sat down and began treating us like pesky penny-pinching customers. I tried to give her the benefit of doubt since retail work is very taxing, especially on BF. However, she continued with her insulting demeanor. At one point, she asked if we wanted the "Price Protection." And when we were confused by its vague meaning, she gestured with exasperation (with the palm-up hand motion), "Do you WANT the $50 or not?" After this, we were both very offended but still tried to be understanding. However, she continued in that infantilizing way. She basically blamed us for not reading the fine print of the promo, which you can't see unless you reach the final page of the check-out. Then, she started adding and deleting the new promo in our account to demonstrate and we got an email from Verizon saying our original promo was removed. When we brought it up, Allyson got irritated and insisted that everything will stay the same. Then, as we were just reading over the fine prints to double-check, she got even more exasperated and said with annoyance, "Or, you can just TRUST me." By this time, another staff came over and confirmed Allyson's information but was also trying to smooth things over because we were visibly upset at Allyson's tone. I told Allyson that I was not trying to challenge her knowledge (we of course accept it) but we had been kept waiting for almost 2 hours while this kind of information could've been easily supplied to us at an earlier stage. Their response, then, was to blame the chat agents for "not being trained." What a terrible way to imply that the company is inconsistently "trained" and to throw the chat agents under the bus. We also made it clear to them that $50 wasn't going to make or break us but at the same time it is not a small amount. We were not harassing them over a few bucks. After all of that, we walked out extremely insulted. The next day, we also realized that Allyson actually removed our original promo so my husband spent another hour with a Verizon chat agent to re-apply the original promo. We also asked the Verizon agent to escalate the customer service case to a supervisor. I understand how difficult retail customer service is but that is never an excuse to treat customers with contempt. read more

We had a very bad experience at this location. Our sales associate, Ally, was pushy and condescending. She also gave us false information in order to make a sale. And, after handing us our newly purchased iPhone, she didn't even bother to activate it. Once we got home, we realized the phone was not working and had to call Verizon to finish the activation process. Disappointing. Despite our experience, I really appreciate Verizon replying to this and showing genuine care. read more

Busy night. Understand that. Willing to wait. Greeter signed us in, said three in front, have a seat. We then watched as people coming in after us were taken almost as if the sign in meant nothing. We asked greeter and he said " Sometimes names get deleted". ??????? Then what exactly is the purpose of a sign in if you are just going to pick and choose who you wait on? He said he would get next sales associate with us. As we turned to wait some more, a person walked in and a sales associate took her immediately without her checking into greeter. We walked out. read more

I wanted to purchase a new phone this past weekend at this Verizon store. Unfortunately, there was a one hour wait time. I understand that definitely happens sometimes, that's not why I am giving it one star. The front of store greeter was unnecessarily rude to me in a way that was pretty shocking! You'd think with such a long wait the employees would be friendly, even neutral, but not out right rude to people as soon as they walk in the front door. read more

Worst experience of my life. After a 30 minute wait, I worked with Brenda, who was rude, talked down to me, and argued with me the whole time. I spoke with customer service via 611 and was taken care of. Verizon is a good company, but avoid going to this store. They'll just treat you like a second rate citizen. read more

Went in to buy an iphone yesterday and Trevor pushed an Ipad on me as well (among other things), saying it was only $100. Later on, he told me I needed to get a phone line for it as well. More money! Returned it today to Trevor. He said that I wanted the ipad. I told him that was not true. He got in my face and told me not to call him a liar. He also put a $15 protection plan on the iPhone. He said that we discussed it and that I wanted it. Not true again. I have 3 other phones on the account with no protection, why would I get protection for just one? Other employees just watched. I asked him twice if there would be a restocking fee. He ignored me. He went to a coworker and I heard him bad mouthing me. If you don't like hard sells, difficult returns, and indirectly being called a liar, stay away! read more

I visited this Verizon store after my phone reset and my screen was cracked. The man that greeted me at the door let me know they do not fix phones in the store and could not do anything about the reset (expect visit Apple). I asked if they had phones in store to just replace mine and he said - yes, if you upgrade your plan. I did not want to upgrade, just get my current phone fixed. He then showed me a brochure with the phone number for Verizon insurance. Instead of offering to write it down for me, he held it so I could copy the number in my phone. He informed me that I could call them to start a claim and fix my phone and all I had to do was back up my phone and send it off. FALSE - you need to start your claim online and always check your email because I learned the hard way that even to fix a cracked screen you have to backup your phone, turn off your pass code, and turn off find my iphone. Needless to say my phone was sent back unfixed. This store was not helpful in the least! read more

I am not pleased with this new location. I waited an hour to be helped, after watching associates finish with people and disappear completely until the guy checking people in went back and had them all come out-about 4 came out of hiding. Now, my week old screen protector fell off of my phone because it wasn't put on properly. read more

My husband went to this store this morning and was greeted and his name was put in a list. He sat and waited while 3 employees were standing grouped together on their own devices. Another customer walked in and was helped immediately. My husband went up and asked why he hadn't been helped and was told his name was not on the board. They finally started to help him but took forever, having to search in the store room to see if they had the iPhone he wanted. It was not great customer service. read more

Myron was most patient and helpful getting my iPhone up and running and helping us get our bill straight. He knows his stuff.

TLDR extremely rude staff, sales rep straight up lied to me. I walked in at around 7:30 (they close at 8) and made a reservation with the sales rep and she said there would be a 35 minute wait to be seen. Then I asked if I could go and come back and if they would for sure be able to get to me and she said yes. So I show back up at 7:50 to a locked door and sales staff who weren't helping anyone or doing anything but wouldn't answer the door lol. The worst customer service experience I have ever encountered, it was unbelievable. Do not go to this store. read more

Terrible. I have never had a good experience with Verizon. Their customer service is by far the worst out of all the carriers. The crazy thing is, at first I thought it was just my service but after speaking with others, they have the same problems. read more

All Verizon stores are too pushy. More about sales than service. Consistently place extra features on your bill without permission. Spoke with manager about treatment and national customer service, didn't care thus I left them for At&t. read more

I'm pretty picky about customer service - what there is of it these days. After waiting about 15-20 minutes, manager Jason introduced himself and asked if he could troubleshoot my phone issue while I waited. I told him the issue, he asked a couple questions and said they would try 3 things to resolve the problem. In the next few minutes, I was greeted by David. Jason appeared, explained the issue to David (meaning, I did not have to REPEAT my situation 3 times ) and handed David a SIM card to install in a first attempt to resolve the problem - it worked. David make a test call to double check and thanked me for my patience. While David was finishing up with my phone, I observed the manager Jason introduce himself to another customer, again, thanking them for their patience and asking if he could troubleshoot the issue to possibly save time - what!?! This is old school, top-notch service in my opinion. You may wait, but there is comfortable seating throughout and, as I learned, they are working their way to you and when it is your turn, you will, hopefully, have their undivided attention as we did. I will return to this store for future purchases and service. Team was professional and seemed very knowledgeable unlike any phone or cable experience I've had in a very long time. To be clear, I visited the Verizon by the new Wegmans. read more

Went in to get a sim card for my UNLOCKED IPad Air 2, that I bought from the Apple Store (Verizon refused to support apple sim, so I had to go in). I'd understand if I was trying to switch an iPhone (GSM and CDMA), but this is an iPad which is made for any carrier regardless. When I went into this location the associate was clueless. She told me since I don't have service with Verizon I couldn't get one, then I tried to explain that this is an unlocked iPad and will work, but she said they couldn't do it and told me to go to ATT. I said three times that this was unlocked. I then went to another Verizon store down the road and they switched it out without issue. Just please inform your employees of the difference between phones and tablet services. I shouldn't be more knowledgeable about Verizon services then your employees. read more

DMV and the post office have been replaced by the Verizon Store. "Sir, you are the 5th person in line so it will just be a few minutes." Some 30 minutes later I ask another worker what order I'm in and I'm still 5th?? I see people being waited on but no one is getting turned over. I see frustrated people trying to buy accessories and can't. It seems to be the worst workflow ever. Lucky for me several people got pissed and left so after a little under an hour I was seen. Also lucky was my locked up iPhone 6 was replaced b/c like a dope I was paying for some monthly phone insurance. So that softened the terrible experience. My replacement phone arrived via FedEx the next day. read more

I came to this Verizon store for the first time maybe 3 years ago and signed up for a plan and got an iPhone. Today I came in to add my husband to my plan and get him a phone. The last experience was great but this one was phenomenal. I felt like it was a commercial. Scott was courteous, professional, friendly and accommodating. He listened, found out info that suited our situation, explained it so I understood it and felt comfortable signing. He didn't brush over a single thing. He applied the clear cover to the phone as carefully as I've ever seen anyone do it and even had my husband log in to make sure his Google account connected (he went from a nexus 5 to a nexus 6) and his contacts transferred over appropriately. The biggest thing I'd say it I never felt rushed and I also felt Scott was ok with whatever I chose. He didn't push one thing or another. Just explained options and answered my questions. The manager of the store came by and asked us how we were doing and Scott asked us at the end how he felt his service was. Wonderful service. read more