I have always loved Verizon since joined in 2018. They've been helpful, kind, and found ways to make everything so seamless. Unfortunately, when I went here after booking an appointment for a new phone I had the opposite of a pleasant experience. I went in to upgrade my phone from an IPhone12 to 16 since I had the upgrade option for awhile. I was also moving so I needed WiFi. This process took almost two hours which I was fine with because I understand there are things outside of people's control. The first weird thing is they said they didn't do phone trade ins at all (I've always traded my phone in to upgrade). Then they said my WiFi router would be in and I would be notified since they had none in store even though walk ins were getting theirs with no appointment. They heavily deterred me from transferring my phone information in store saying it would take some time and not saying how long it would take. An hour later I was informed it would take two more hours to completely transfer. I've transferred numerous phones and never had this issue. I left and completed my transfer at home only to find they added a new phone number to the phone I wanted to trade in. I called corporate and was told that was not allowed and it was fraudulent. They added the line to get extra commission instead of taking my old phone for a trade in. On top of all of this, I was given a WiFi router that was addressed to the wrong place even though I gave my address 10+ times. This has been an absolutely horrendous experience from this location: Thankfully, Verizon corporate was able to help send a new box. But this location was very deceitful in a time I really needed help. I will highly advise no one come to this location. The one in Midlothian is amazing. read more

Horrible Customer Service!!! I was simply trying to pick up equipment for my new FIOS TV service and had previously gone to another Verizon location but that location said they don't offer the equipment. FYI: try searching for an address to pick up new TV/Internet equipment, it's nowhere to be found. Even the Verizon employee (the one who took our new order on the phone) didn't know the correct locations to pick up new TV/Internet equipment. That person sent me to a Verizon Wireless store. Anyway, once I located a Verizon store to pick up our equipment (yep, you know what I'm getting ready to say), that store was out of equipment. The Verizon rep called another location 30 minutes away (and yes, once again) that supposed "big" store had no equipment. In the end, none of the Verizon employees seem happy, and it takes them forever++ to accomplish the smallest tasks. I'd never visit another Verizon store (ever). What a waste of time!! read more

Went in here for a phone pick up order that said it was ready. Should be fast and easy right? Nope. Just two employees working and no one greeting anyone as they came in or checking anyone into the que. A bunch of people were waiting and being ignored. I knew better than to not go to a corporate location, but thought a pick up order wouldn't be bad, I would recommend going elsewhere if at all possible as it ended up taking atleast 30 minutes. When the staff finally did help me they were very cold and that is being generous with their demeanor. The order was not ready despite the fact that I received a text saying it was. read more

The reviews are accurate about this store. Avoid coming here. I was here to drop off my internet equipment. There is only one representative working here, Devon. Upon walking in, he lets you know that he's the only one working and to take a seat and he'll get to you as soon as he can. However, it took an extremely long time for him to service the customers ahead. I waited an hour until he mentioned he could finally multi task and assist me (which only took 3 minutes to complete my drop off) There is no urgency to assist other customers. You're just waiting until the customers ahead of you are done. When asking how much longer it'll take, he says he doesn't know because he's doing transfers. Two customers walked out while I waited because of the extensive wait period. Verizon needs to either staff the store with more representatives or implement alternative measures to ensure customers are not waiting extensive periods of time for support. There is no reason to have someone wait an hour just for 3 minute support. read more

I wouldn't have come to this store if I didn't have to. Second time in two years I've gone there and it was the same both times: walk in, stand there ignored, no real line, no sign-in sheet, no one so much as looks at you. So you just stand in the middle of the store like a lost child and someone eventually tells you they'll put you on the wait list "in a few minutes." And today it got even worse from there. I was 3rd in line today but when they were calling the two names ahead of me they mispronounced both so badly no one responded. Lucky me, I guess. I was just returning my FIOS equipment and it only should've taken 5 minutes, but the young woman scanning my router back in kept trying to sell me a new phone. "No thank you," I said. "But you're eligible for an upgrade," she said. "No thank you," I said again. And then she got seriously annoyed and wouldn't take no for an answer. I said "NO THANK YOU" four times and then I asked if she was required to give this sales pitch or if I could just go. She took that personally and got genuinely mad I wouldn't entertain a sales pitch for a new phone I neither wanted nor needed. I left and don't intend to ever go back. read more

Avoid working with Quintin and Devon. My boyfriend and I visited this location a week ago to inquire about trade-ins. At first Quintin seemed genuine and helpful as he brought out iPhones of different models and wrote down how much each model would cost after the trade-in. The promotion was really good that we both decided to trade in our phones. Never once had he mentioned he would change our plans that charged more than our current plans. When we found out what he had done, we contacted Quintin and actually got a text from him admitting that he misquoted us and that he would contact his store and regional managers to "fix this." Couple days went by without any words from Quintin nor the store, so my boyfriend called the store and spoke with Devon, the assistant manager. Devon promised my boyfriend he'd change the plan back to the original plan and my boyfriend could pick up the new iPhone only at the Verizon store in Frahimington, which was a 45-minute drive. My boyfriend made an appointment and made the trip to the store, but the employee had no idea what was going on and could not help my boyfriend, and he still has yet to see the change in the plan. When I found out that Quintin changed my plan and tried to resolve the issue with a customer care representative, I was told that I wasn't allowed to get a new phone let alone change the plans without the primary account holder's permission. Every time I called this location and asked a representative to get me through the store, they said they weren't able to reach the store and that they would leave a message for me to get a call back. Of course I never got a call back. Fed up with the unkept promises, I visited the store on Thursday and spent 2 hours trying to resolve the issue; however, the problem could not be resolved without a manager. Darius called Devon on his personal cell so I could talk to him, but all Devon said was that he had to "investigate" and would call me back over the weekend. He had already spoken with my boyfriend, so there was nothing else to investigate, and I never received a call from Devon even though I left a message to get a call back. When I upgraded my phone, I told Quintin that I wanted to make a one-time payment so I wouldn't be charged monthly for it, but I was still getting monthly charges. Then I checked the receipt and it had 5 quantities of "set up and go service smartphone" and nothing about me paying for the upgrade. On top of this questionable receipt, Quintin never even helped me set up my new phone because I already knew how to do it and told him I was gonna do it at home. My boyfriend and I treated Quintin and Devon with nothing but respect, but that respect was never reciprocated by either employees. Quintin went against the company's policy for his own gain, and Devon made false promises without resolving any issues. If these problems do not get resolved soon, Verizon will lose their valued customers of ~19 years and Quintin and Devon will be the reason for it. read more

Verizon - Multiple "set up and go" fees even though I did the set up myself - Mobile Phones Near Me - Richmond, Virginia

Do NOT go to do a trade in here. They'll upgrade you and tell you that you can do it online but not even customer service will be able to help online. You'll be forced to go into a real Verizon store and spend even longer to fix it. read more

Skip this store. It's NOT a Verizon store. They "look" like a Verizon store. It has a big Verizon logo on the building, and a big logo on the wall. They answer the phone "Verizon, how can I help you" but really they are just an authorized reseller, which means they're "authorized" to charge you more money than you would pay at a real Verizon store. They will sell you a SIM card for $10, even though they are FREE at a real Verizon store. Also, they will charge you an "activation fee" that is not actually a Verizon activation fee. It's the VICTRA activation fee, and a week later when you get your Verizon bill, you will realize the fee you paid in store has nothing to do with Verizon's fee. Save your money. Save the trouble. Go to an actual Verizon store. read more

Update. Very helpful Verizon rep called and is helping to address my concerns. I'm very happy that Verizon took the time to listen and assist. Thank you read more

I recently got service from this Verizon and Mr William BLON was my rep, very professional, courteous, excellent customer service, went that extra mile to make sure I was well attended to and happy with service. i recommend giving him a promotion or pay increase since he did such a great job!!! read more

Bad service they got just sell phone not help and wrong information promotion phone laying about it

Horrible service here. First time went in to buy my kid a watch. Waited forever to see someone. But the employee that eventually ended up helping was nice. I believe her name was Lola. Came back a week later to buy my husband a watch and we waited at least an hour but left. Came back the next day, same thing. Waited and waited and waited still nothing. It seemed like the employees there were purposely taking long because they didn't want to help others, and some of them were just sitting by themselves not doing anything. We left again. Came back a few days later and still the same thing. But this time we decided to wait because the line was actually shorter this day. Waited the first hour. Waited the second hour and at this point we're like we should leave again but we had already put in 2 hours waiting. We stuck it out because at this time, only 1 more person was in front of us. That person got helped so we were next. This guy employee stood up and we got excited thinking he'll call us next and there were at least 8 other people waiting after us. He said he's only taking customers that are picking up equipment. So people that came after us got helped before us. After he helped those two people, he just left. I believe his name was Jarvis or something like that. Finally got called up after about almost 2.5 hours. Lola helped us again this time. She was great again. Will never again come back to this store. read more

Beware of pricing. Sales rep tried to sell a screen protector for $65 dollars and a cell phone case for $50. Researched both when I got home and the same exact screen protector was on that brand's website for $49.99. But this place wanted to charge me $65. That $50 cell phone case was at Target for $31.99. This isn't Verizon and will sale you their own prices. Do your price research before hand. Everyone was very friendly and professional though. read more

Devon Green helped my sister and myself for a little over an hour yesterday. My sister, who is not tech savvy asked MANY questions. Devon was patient, knowledgeable, mannered and excellent in customer service. Knowing we were from out of town, he could have brushed us off, but he was excellent and we highly recommend him! Next time I am in the area, I will definitely utilize Devon! Thank you Devon for all your help! read more

Verizon - Mobile Phones Near Me - Richmond, Virginia

Terrible customer service! I walked in and no sales attendant greeted me or asked what I needed. I was standing around for a least 10 minutes until an attendant finally notice me. Unfortunately, I waited an additional 15 minutes for her to locate someone in the back that could assist me. read more

Jimmy helped me out and made it easy and quick to update my plan! I would definitely recommend this location to friends. Everyone was very nice read more

Not realizing that this outfit was not a legitimate Verizon company store (but a licensed distributor), I took my LG phone there to have my service transferred from my quite old 3G phone to a 4G phone. (Verizon will no longer support 3G as of January 2020.) I had previously called Verizon and learned that my "new" phone was eligible for a free SIM card. Yay! As it happened, the wrong SIM card was installed but, before I learned that at a Verizon company store: the salesman who attempted to activate my new phone reported that the SIM card wasn't recognized and, thus, no activation could take place. Instead, he, and the manager, suggested I should have bought a brand new phone instead of a rehabbed one that was obviously faulty. So I asked to reinstate my old phone (it was usable for at least another year). I needed to use the phone, so attempted to make a call and discovered I couldn't even make a call. Obviously the salesman had "forgotten" (his word when I made the second trip) to restore my service. Guess what. Verizon couldn't turn it back on because they "no longer support 3G." And, given all this, I was still charged $19.93 for the service of not getting my phone activated. I decided, since the reseller had a 99.9% favorable rating, that perhaps there was a problem with the SIM card. I took it to a company store and, lo, and behold, it was the wrong SIM card. Another (right) card was installed and, voila!, business as usual. Stay away from this outfit. read more

Very helpful and knowledgeable staff who helped me upgrade my phone. Shout-out to Jimmy for doing great sales work. He and Brian were very courteous and professional. I'm a happy customer. read more

Every time I go into this location the wait is too long and many times haven't gotten the service I need. This past episode I called prior to arriving to make sure a service could be provided. The response was positive so I went after work. Stood in line for 40 minutes to be told I need to call Verizon. I went home, called Verizon and checked website. To get dual number added the service could've been provided in the store. I'm so disappointed and angry. Of course cannot get through to Verizon since it's now 9 pm. Guess I'll go to another location tomorrow. Poor service. read more

Awesome Service!!! Jumped up to help me in the door with my heavy boxes. Quick return; friendly faces; smooth transaction!!