Best Verizon store known to man. Shakir and Emmanuel were so helpful and got me the pink phone I've always dreamed of. Thank you!! read more

Verizon - My pink photo - Mobile Phones Near Me - Richmond, Virginia

You can't hear me now! This store sssssuuuuccckkks! I came here over two weeks ago to upgrade a phone and order a new one & it took over two hours! Then, the person who helped us screwed up our order and after dozens of emails, texts, calls... taking even more time, I had to come back to the store again to attempt to correct the problem. I've been here over 2 hours again and I'm still here! Waiting, waiting, waiting... these people don't know their jobs... clueless. The second person who assisted me was Justin, the first person was Genesis. Unless you just want to buy something, they can't handle many issues. So annoyed... I stood for awhile, then two more people came in and one of the employees went to get them chairs, and never offered me one. Their welcome sign says "We are glad you are here." I'm not. Unfortunately, most of us are captive to these phone companies... I need a reprieve... rant over. Click! Man... I miss slamming the phone down! read more

Verizon - Mobile Phones Near Me - Richmond, Virginia

I went to this store location on October 3 to pick up a tablet. I ordered and add a new line. I received my new bill and it was much higher than it should have been. I have been on the phone with Verizon for the past hour and a half. Only to find out that this store has many complaints of commission fraud. The representative from the fraud department told me that some customers have had up to five lines added to their account without their permission. I had one line added, and one line that was pending that I was not charged for. They said it could take up to several months to get my money back for the charges that were fraudulent. I also bought a set of beats headphones while I was there. The cost was a little higher than they were at other retail stores, but I decided to purchase them there because they offered me a $100 credit on my next bill. The representative said that she saw where they offered me this credit but the manager went behind and denied the credit. They rectified what the manager did and gave me the $100 credit on my next bill. I do not recommend anyone going to this location. To make it all worse I'm actually blind and the fact that they would take advantage of someone with a disability let alone anyone is really upsetting and I'm seriously considering contacting a lawyer about this. I use VoiceOver on my iPhone to make it accessible. The representative and manager at the store took advantage of someone with a disability when I trusted them to assist me. I'm not one to write bad reviews because anyone can have a bad day, but I appreciate the two representatives. I spoke with over the phone with Verizon that told me the truth about this location. I would not recommend anyone going to this location. read more

Lack of customer service is the issue here. Bought a phone through the App. Said pull up and click "I'm here " and someone will bring out. Pulled up. "I'm here" button doesn't work. Went inside to the check in dude. Told him why we here and he said no problem I will go get your phone. Comes back 5 mins later and says "I can't find it a manager will have to help you". 40 mins later the "manager comes over". Told him why here he walked back to shelf grabbed phone and handed it to us. My question is why could the other guy "not find it". The curb side has been turned off. Super slow service. read more

David helped me with my phone. He's very professional. He's very personable and very knowledgeable. Almost made me thankful for paying $300 to get back online. If you have any issue these guys can help. read more

David S was very knowledgeable and demonstrated great customer service at all times. I would highly recommend.

the experience at this location is terrible.. the night before spent 2brs on phone with verizon customer service because the cable box was not recieving data. ok so the guys sats yes yiu need to exchange box ok go to forrest hills verizon great svc but dosent have any boxes sends us to west broad sfreet. young lady listens then says you dont have work order sorry cant help you now i have no cable .been with verizon 16 yrs no.more we are cancelling read more

They don't back their products, if you enter a contract that includes a Phone you pay for the phone, the software, and the wireless network. I was told they could not assist me, my issue was according to them, a known issue. If I wanted to upgrade they would be happy to help me. I received backtalk talk as I walked out the door which was rude and disrespectful. Poor customer service. read more

What I said to them: I have been a Verizon Wireless customer since 2009.This situation that started in October 2021 and everything that has happened since then has been a total nightmare. I bought an iPhone pro max 12; previously I had an iPhonex. Before I traded in the iPhonex , I backed it up to my MacBook Air. In October, I went to retrieve that backup from my Mac to transfer everything to my new phone. The result was a complete nightmare! The iPhone began to run extremely slow (and this is a 5G device) , all these weird error messages began to show up ( i will be attaching screenshots), the iCloud portion of the phone was malfunctioning , none of my logins to any of my apps worked , when I would try to login to some websites , I would get a message saying "low network connectivity " or "no network ". There would be times where I would have no connection at all. So I reached out to the Verizon chat assistants twice and we did some troubleshooting tasks; the issues did not get resolved. So the chat assistant advised me that I needed to go to one of the physical stores and let a technician look at the phone. When I went to the Verizon store at my scheduled time for the technician, the sales person told me that  "technicians do not work out of any of the stores." I was livid! I can't believe that I was lied to by Verizon. I work full time and took time on my day off to go to this appointment. The ONLY reason why I did not cancel my services with Verizon right then and there is because one of the sales persons that was working there that day used his personal knowledge to fix a lot of the issues that i was having. I wish I would've asked for his name because he was phenomenal. So I'm going to come back to that later. There are a total of three issues that I'm having with Verizon. The second issue is the First Responder Discount. I started a new job in June 2021 as a Communications Operator/911 Dispatcher. I sent in the necessary information to Verizon so that the discount could be applied ; I was talking to my coworkers who also have Verizon and they informed me that they are receiving the discount. I received an email back from Verizon saying "congratulations you are eligible for the First Responder Discount and you will start seeing the discount on your bill ."  I have a screenshot of that email. To this day, the discount has not been applied. I want it to be applied not only for future bills but retroactively for the months where I did not get it. I called Verizon quite a few times about this matter and I was always told one of two things, "oh because of the plan that you're on, the discount cannot be applied " or "your job title doesn't qualify you for the discount". My issue with this is that before Verizon sent me that congratulations email, I would think that they would've checked all of that before determining that I was eligible. And sidebar, every time I've had to call Verizon since October dealing with all of this , there has been a minimum of a 40 minute hold time.  The third issue; I was communicating with one of the Verizon chat assistants and they told me that they would be putting me on the Get More Unlimited plan at no extra charge because of the speed /network issues that I was having . So I recently called and spoke to a Janet. All I wanted to know was 1) when was the plan changed to the Get More Unlimited plan 2) was there any extra charge by switching to that plan 3) what plan does it show that I am currently on. All very simple questions. I also mentioned that I wanted to check to see if the First Responder Discount had been applied yet. Without answering any of the other questions , she immediately went into "let me transfer you to the Discount Validation team " and before I could even say anything, I was placed into their queue. I hung up at that point.  This cannot be synonymous with their mission statement and with the customer service values that they entail. I was lied to and told to go a physical store and see a technician only to be told that no technicians work out of any of the stores. One of the associates , Gert, said something to the effect of "there's no way we would have sent you to a physical store. ". Another associate , Esteban, told me "there's no way we would have switched your plan and kept you at the same price for it." I tried to seek justice through the Verizon Facebook page and through the Verizon Community to no avail. The names of the reps that I can remember are Brianna, Casey, Dave, Esteben, and Gert. But there are more. The issues with the network have now seemed to have resolved themselves. However, need clarity on the First Responder Discount and I need someone to break down my monthly bills from October 2021-January 2022. I do not want to leave your company but the way that I have been treated and have been talked to by your associates for these last three months makes me question does my 15 year loyalty mean anything to Verizon Wireless? read more

Went to the store because one of the phones I purchased online for my son had a glitch and kept turning off randomly. Was immediately greeted when we walked in and was told there was a short wait,no biggie ! Once it's our turn the associate MATT comes to assist us..Without saying much of anything , he tells my son he has a "software update" that he needs to do..He starts the update and walks off ..He comes back maybe 10 minutes later with a new phone, tells us we're within the exchange window and starts the process..Again , he's not saying much of anything to us.. He then sits in the seat next to us and begins assisting another family with their transfer of service...so about 15 min goes by, MATT is still BESIDE us assisting the other family , doesn't look over , doesn't say anything to us , NOTHING... He gets up goes to the back for about 5 min , came back and sat down and he STILL SAYS NOTHING TO US! So I'm sitting there with my son for maybe another 10 minutes and finally look over at MATT and ask "are we done?" His response is "yea, if the phone is working" Like you seriously had us sitting here for over 30 minutes without saying two words to us? The phone literally took 5 min to switch everything over ! If I wouldn't have asked if we were done, we'd probably still be sitting there ! MATTS service was EXTREMELY RUDE ! I would've asked for a manager, but from looking at the reviews, the behavior is to be expected from this particular store smh! read more

Verizon is the WORST COMPANY EVER! I went to the Parham Rd location to update my service because I couldn't sign in online. I can never sign in online. It always tells me I have to call customer service. If I can get anyone on the phone, they make me jump through hoops to prove I am who I say I am. If they get me online, I can't get online when I go to sign on again because they block me again. Anyway, Parham Rd got me online and updated my plan. They told me I'd have to go to the 7720 Broad St. location to finish the rest of my business because W. Broad is a corporate store. So, I headed there. I was promptly greeted at the door. The wait for someone to help me was less than two minutes. The guy who came over was polite, but really didn't hear me at all. It was like I was speaking Chinese. Anyway, the Parham Rd people told me I could add my tablet to my account. I brought it to W. Broad and was told I couldn't. I have a JetPack that doesn't work reliably. I have been on the phone with corporate tech. They have downloaded new software, updated the thing, and even sent me a new unit. It still doesn't work reliably. The guy on the phone said they'd send me instructions on how to send it back without an early termination fee. They never called back, so I took it to the W. Broad St store. This guy looked at me like I had two heads. I don't know if he couldn't access my account notes or didn't attempt that, but he just stood there telling me I had to call them back. Isn't anyone at this store who can deal with this issue? A manager perhaps? Bueller? Bueller? You'd think that a person in front of me is better than a person on the phone. No, I just keep getting the run around. They are the ones who sold me the Jetpack, but they can't do anything to get it to work right. All they can do is tell me no and take my money. Worthless. I hate Verizon. Hate it, hate it, hate it. The right hand has no idea what the left hand is doing and nobody cares. Every contact at every location is just amazingly frustrating. They will take your money, but do not care in the least about your happiness or satisfaction. Update: It's now a couple a couple of months later and I have to sign on to Verizon again. Guess what? I am STILL not the account manager and cannot access my account. WTH? read more

I see a lot of Verizon Stores around town now, however I didn't realize until yesterday that this is one of their Corporate Offices here in Richmond. Now, I can understand why this place is SO busy and packed with people. They at least take your phone number and put you in line for your turn to be waited on. In that 20 min, I had time to do some browsing, and some many new features which you can hook up to your Smartphone and/or Tablet. Anyway, the reason I was in here.... I had just bought a Samsung Note 3 the day before at another Verizon store; not a corporate store. I thought I was having some problems with the phone, the next day, so I called Verizon Technical support. They referred me to this store to have the phone checked out. The issue was, the Note 3 is a 4G phone and it would not go into 4G mode. It stayed in 3G. So, the Verizon Rep. checked the settings and it reset the phone, and it hooked up to 4G. Than within 2 min. it was back to 3G. He did this twice, and he said he thought the SIM card had a problem, so he replaced it with a NEW one.... Anyway, he spent 30 min with me, and answering any questions I had. With the NEW Sim Card, the phone is now back to 4G. Of course, NO Charge.... I was treated Professionally, even though I did not BUY the phone from them... NEVER once did he bring it up about, Where did I buy the phone. He made me feel comfortable with me in there. He fixed my problem, and now I am on my way with my NEW Samsung Note 3 phone. I have had it now for 3 days, and I will never go back to a Motorola Smartphone again. The phone is powerful and awsome to say the least. Verizon earned my 5 stars today because of their Professionalism and great Customer Support.... Thanks Verizon! :-) read more

I don't know why I keep going to this verizon store. I mean, it is the closest one to my house. However, the customer service here is AMAZINGLY HORRIBLE. They talk to you like you don't know a damn thing. I was lied to by a women named Shamicca, lol I know. She didn't smile, wasn't giving me helpful advice on what I should do. It was like every question I asked her she either said yes or no. I'm just like ummmm, that's it? Anyways, while I was checking out the new iPhone 6 which was about a 15 minutes wait. Not even 2 minutes the same women that couldn't assist me named Shamicca came over and said "hey guys I know ya checking out the iPhone 6 but just to let ya know there's other people that want to check it out also". Bitch wtf!? My response was " excuse me". Shamicca said "try to let other people look at it also because we have had people play with the phone for hours". I said "I just got here not even 2 minutes and your telling me that I can't take my time looking at a phone that I'm potentially about to purchase"? Also, "why didn't you tell the two groups before us what you just said to us"? "I mean, they were there for at least 20-30mins each group and it took you 2 minutes to tell me I can't look at for too long? Shamicca response "what group"? Me "wow, are you kidding me"? "Is it because I'm not black is the reason your treating me and my friends like this"? Shamicca said " no, no that's not the reason". "I'm just simply saying to be courteous to others". Me, "well why are you treating me like shit and you didn't say anything to the first two groups that was hogging the iPhone 6"? Verizon, ya need to to train your employees better. Third time I've been racially discriminated here and that's a shame on me. As for Shamicca, I will pray for you. read more

This is a pretty busy location, but I was actually greeted within 5 minutes of arriving. I suppose most people want to talk about options, but I went in knowing exactly what I wanted and needed to get in and out quickly. At first the salesman treated me like the first kind of client, but then took care of me as soon as he realized I was no-nonsense. I was all set up with my new phone in probably an hour. They will try to upsell you with accessories and Fios, but that's what they're supposed to do, I guess. Wasn't too overbearing. read more

Their customer service sucks! When I called to create an Internet service account with them, they hung up on me!! read more

If there was a zero stars option, I might choose that. I understand I was outside the return window. However, the salesman who initially sold me the power charge cable with fast charge technology, he certainly knew my phone was not compatible. I tried and failed at returning items just now, even though I have been a valued customer for 17 years. I think what steamed me most is the manager on duty was the person who checked me in, and though he did say it was policy not to return beyond two weeks when he checked me in, he did not identify himself as the manager... leaving the gimpy gal who has difficulty standing for a lengthy time to waste more time, and pain in standing around waiting to be helped. Way to go, dude... so much for ADA. read more

I finally left after standing around for 20 minutes watching Justin do nothing with five customers in line waiting to get ihelped

Saw advertisement for STARZ for $5.00. Called customer service, first representative told me she would note my account and to call back in the morning. I called this morning 6/28, representative did not have the answer either BUT promised he would call me back. I received a call back this afternoon and he stated it was for customers with two premium channel and there was a disclosure. I watched the commercial 5 times and there is no disclosure. The commercial is of POWER, new episode coming on soon then after the preview it says get STARS for $5.00, go to channel 860. I went to 860 and it's showing regular price. Same reason I planned on going with XFINITY before will be the same reason I go with them. I haven't had the greatest experience with VERIZON in the last 2 years. SO SAD! read more

Waited for hours the last two times I've been here while they called and waited for tech support to help them out with activating a phone and later warranty issues with switching out the defective phone. Verizon's incompetence is beyond frustrating. They should provide the replacement phone while they figure out why they are having issues. It should be their problem not mine. read more

I went into this store today to pick up my phone that I ordered online. The girl that helped me knew what to do, and she took care of my porting issue as well. They made things real painless. read more

Had to get my iPhone replaced and was dreading it worse than a root canal. Went to this store for the first time and had amazing customer service. Definitely recommend working with Henry - not only did he replace my phone, but looked for ways to reduce my overall monthly phone bill. He was courteous and engaged throughout the entire process and definitely would refer working with him and this store to anyone! read more

Tech support people are rude! I also feel like there is a prejudice against you if you're young because they will assume you did something to modify your phone. As a first time iPhone user, I wish I knew sooner that I could have my issues resolved at the Apple Store because going here was a waist of time and was frustrating. Regardless of your phone type, I would recommend searching your phone issues online and helping yourself out before coming to this store. read more

I have had no experience as a customer of Verizon, and I will have no experience for as long as I keep finding an unsolicited letter from Verizon in my mailbox EVERY SINGLE DAY. Please stop this, it is insulting to all of us that you care so little about other people or about the planet we share. read more

Went in today to use my upgrade to get a new phone so I can continue my yelpage and help the people of Richmond since its the least I could do for my city. The wait to see someone was almost an hr but the customer service was super friendly finally when we talked to someone the guy Craig was super nice and helped us with all of our questions and then some it was pretty painless. Minus the fact that I lost my unlimited data plan because of my upgrade my overall experience wasn't to shabby. Now I just have to dl the my Verizon app to keep track of my usage =[ kind of a pain considering I want to be the very best that no one ever was...yelping that is. And yes Craig when that 900 number calls I will give you 5 stars. read more

Got my new iPhone 5s for my birthday. There was a worker that greeted us at the door and checked us in on her tablet. We were 3rd in line and waited about 20 minutes. When were seen, the salesperson was fast but very soft spoken and my wife and I had to listen carefully to understand him. He convinced me to get a $ 40 case, car charger and 3 screen protector for $50. Not bad because because 3rd party chargers are unreal uncle and he was pretty good at placing the screen protector with no air bubbles. So we were in and out under 45 minutes, not too bad on a Saturday evening. read more

Worked with Reggie on placing a claim as I shattered my screen. Quick and great service. :)

Took one hour to get help, moving to AT&T! I hate waiting and I think they skipped me.

This is the most horrible Verizon store. I bought 2 iPhone 6s phones this weekend and they did not set either one up correctly. They did not even activate one of the phones on my account. So basically I have two phones that do not work. The sales people at the store were more concerned with me buying products and giving them a 9-10 on their surveys. I got news for both of the girls, they are gertting 0's. After speaking with the Verizon technical service support people, I have to go back to the store to get this rectified. I am NOT going back to 7720 W. Broad St., I am going to the Mechanicsville location. The Verizon technical service team tried to help me as much as they could and were very apologetic to the horrible service I received. They reported the store for their bad service. God help the manager there at 7720 W. Broad when I call them first thing this morning at 10:00 a.m. I have been with Verizon FOREVER and have never, ever received this type of crappy service. I am appalled. Sprint or AT&T is looking kind of good right now. read more

Horrible customer service. Charged the wrong account admitted their fault twice on the chat feature and on phone. Fast forward a month when I get my credit card bill and had to call on the phone for an hour they tried to turn it around on me when I had proof. Horrible. Should have stuck with Comcast. Totally regret moving over. read more

This is my favorite Verizon Store in Richmond and perhaps favorite store anywhere as I travel a lot. I love the location, close to Willow Lawn and easy parking. I have been in close to 10 times and never had a wait. Perhaps if you are going during rush hour then any store would be busy? I have had a professional experience with everyone at this location especially James. I upgraded to a new iPhone 6 and the transfer of information took so long ( too many photos) that James colleague took over although he wasn't getting credit. ( he had an appointment coming in) I went back with a couple issues and they were resolved immediately. I went back again as my screen saver cracked ( bad issue with iPhone 6) and they replaced and put it on at no charge. I would recommend this store to any friend or family member. read more

I wish I could give this location a negative 10. I spoke to three different representatives yesterday and each was equally unhelpful. It was very clear that none had any intention of helping me unless I was upgrading or purchasing a phone. My first interaction entering the store to explain that I had insurance and needed a new phone and battery was to tell me that I needed to go home and order it. The next interaction was being told they could not order a new phone because my name was not listed on my husband's company acct. Initially when I was told my husband needed to email them saying that I could access the acct ( despite having the pin) the young lady did not want to talk to my husband to explain what she needed). She gave the phone to a coworker who was so happy to tell him that they could not help us because there was no email listed on the acct. He said this without investigating properly (because of course it was there) and he never even apologized. Bottom line was....they tried everything to not help me with what I needed. They told me when my phone arrived I would need to transfer the data myself. Today I received a FedEx box sith a shell - a phone with no battery (I needed my battery replaced) this was one of the reasons for my visit. The name wasn't even spelled right on the order. The level of incompetence is astounding. I WILL be calling the store manager and I WILL be calling the corporate office to complain that the reps would rather talk to each other than help customers. It's obvious the attitude is from the management. And by the way, we will take our company business elsewhere. read more

I had a wonderful experience last night. Yes, I had to wait but this location is always busy and the associates I've worked with don't rush me. They take the time to answer all of my questions and troubleshoot in every way they can find. I have to say that George Alexander gave me wonderful customer service. He was patient and knowledgeable and did his best to resolve my issue. He also offered other options and answered product questions I had completely (I was asking about a bluetooth headset device also). I would recommend this location and this representative. Henry Salomomsky also helped me previously and he was very courteous, personable and knowledgable also. I also like how the store is always clean and neat. One small recommendation: Consider some chairs with backs, as the little stools can be very uncomfortable if you have a longer wait. read more

Horrible customer service. I needed to switch from Sprint to Verizon because the Sprint phone service is awful. I waited twenty minutes before I was helped. The salesperson told me that both phones I had picked out to switch to were unavailable and only wanted to show me the most expensive phones on the floor. Rather than buy a new phone from them, I went to another Verizon store and switched my service there. read more

I would give negative stars if I could. This location is horrible. They don't care about their customers and in particular one employee was extremely rude and dishonest. He practically called my family liars and kept contradicting himself. He continually lied about pricing and was a smarty pants. I will never return to this location and I will be making a complaint with the company. DO NOT GO HERE. read more

As someone who has worked customer service ever since high school, I think I know how a customer is supposed to be treated. And I also understand that I went into the store during the winter storm that hit Richmond. But that doesn't excuse the fact that I felt like I was given an ultimatum on whether I wanted a phone or if I wanted to travel out of state without one. The guy I spoke with (I'm mad that I didn't get a name) just seemed disinterested with life and I just wanted to tell him to go home and sleep. No emotions at all. If I was so sure Verizon couldn't come up with robots, I'd believe he was one. In the end I was given the worst smart phone imaginable and sent away with the worst feeling of surrender I have ever felt in my life. 0/10 never want to have anymore problem with my phone so I don't have to visit them again. read more

BEWARE OF THIS LOCATION! (7720 W BROAD ST) Serious problem at this store!!!!! BEWARE!!! NO STARS!!! Yes, it has (1) highlighted, but this is a NO STAR STORE. Where do I begin?! I'll give the short (which is still long!) Noticed back in 10/14 fraudulent activity to my account. "Someone" added (4) new phone lines to my account & several pieces of equipment. Imagine, going online to pay your bill and seeing upwards of $850.00 + dollars on your Verizon account. It surprised me to say the least. Well, countless calls to Verizon Fraud Department, days turned to weeks, weeks turned to months. I received notifications my service would be interrupted for nonpayment. Seriously! Now, mind you, I've never walked into this store, EVER. Why you may ask? Well, I live 3.5 hours away from this store, in a different state. Verizon Fraud Department (IN TEXAS) was trying to help me, but the magnitude of fraud on my account was just tough for even them to understand. Then, a break through, or so I thought!! When the Fraud Department told me they fixed the problem, the following month I logged onto my account to pay my bill, well, the total due this time is $2,827.69. No, joking! That was the total!!!! See, when I cancelled the NEW lines, all the charges came due because the "PERSON" that added these lines to my account added them using the VERIZON EDGE AGREEMENT. All 4 lines were charged to my account which makes me responsible to pay for cancelling the agreements. 1/4/15, still working with the Fraud Department on charges that aren't mine! See, the "Person" that added these lines & equipment didn't expect me to see, let alone, print the contracts and receipts that showed up under notifications on my online account. All 4 lines were added to my account using the Verizon Edge Agreement which the contracts were forged with my signature and done in this store. The GREAT part, also on the contracts documentation, the address of the STORE where this happened. Yes, Verizon Wireless 7720 W Broad Street Richmond, Virginia. I even have the associates EMPLOYEE #. I also have the NAME of this "PERSON" !!!! (I Had To Do My Own Investigation) Lies have been created, many, many lies. I have filed a police report and now the attorney will be handling the matter. I'm not letting this one go. What else is going on there?!!!! BEWARE & BE CAREFUL OF THIS LOCATION!! The 4 devices added to my account were APPLE Products and all expensive. We're in the process of retrieving the Apple Serial Numbers of all of these devices to shut them down!!! Wish Us LUCK!!! ALSO* Always look at the notifications online when you see it. Top, right hand corner. This is how I discovered the fraud. read more