Purchased an HTC ONE and was told at the point of sale if I did not like it, I could return it within two weeks. I loved the phone but I noticed that it kept overheating on me. I have been in this situation before and know by now to take swap it out for another device because 9/10 times the same problem will occur, especially with new releases. So when I returned it, the girl at the counter took everything back and told me everything will be refunded. She failed to mention ANYTHING about charging me a restocking fee because I think she knew I would argue it over the fact that the phone was defective. So the next day I check my account and realized I was not fully refunded. I called into the store and the first representative could barely speak english yet continued to argue policy with me. The manager came on the phone afterwards and he sounded like a brainwashed individual saturated by store policy. It was like talking to a robot who kept repeating the same thing. I have been in retail before and it is simple to provide a solution for a scenario like this. Overall, avoid this place at all cost. They try to sell you bundles you don't even need for over $100 dollars. Customer service sucks. It is the Verizon version of the DMV. read more

Every staff member I encountered at this store was very kind...except for the person who sold me my $600 phone. It was ready to upgrade my Smartphone and was fairly certain I wanted the Samsung S4.I bought that model because I only had the research I conducted prior to my visit to rely on. My salesperson (Juan) was incapable of conveying a cohesive thought. I had to rephrase and repeat every statement he made to ensure I interpreted his messages accurately. Not only was he enigmatic, impatient and apathetic (despite my trying to establish a rapport) but he labored under the misapprehension that I would believe every indecipherable message that he purported because he was of the male species and speaking "tech." He placed a $60 phone case on my bill because I merely voiced interest in a case; however, he never received my expressed consent. (In fact, I bought a case I preferred from Best Buy for a better price.) He scrolled rapidly through the contract on the tablet. I verbally implored him to stop rushing me and allow me to read the terms I was bound to before I applied my signature. He did not provide an orientation. HE DID NOT EVEN SHOW ME WHERE THE POWER BUTTON WAS. When I left the store all I had was a bad disposition and an expensive phone that didn't receive emails or text messages because my Gmail account was not set up to sync. When I was alone with this sophisticated, super-phone that I could barely operate, I panicked. I phoned Juan and left a message that I wanted to return it. HE DID NOT RETURN MY CALL! My emails and text messages went unanswered until I was able to allocate a large chunk of time in front of a PC to conduct copious research. I had to self-teach the basics that salespeople typically show customers as a courtesy. All Juan did was coerce me into a signature and collect a commission. The process was frustrating, laborious and a sad reflection of Verizon because Juan's nametag indicated he was a Supervisor. read more

Agreed to a contract in April 2017. Have a printed paper with that agreement. Every month since then my bill has been INCORRECT!! EVERY month since then I have to call for a correction. Every month since then each person gives a new reason why and says, I will correct your bill... NOT!!!! Now it is June 2018 and Still my bill is INCORRECT. My bill has increased $30.00 with no premium channels, & got rid of DVR and the bill is STILL higher than the contract. You ask why am I still with Verizon? Damn 2year contact and I can't wait till my contact is up. Bye bye to bad customer billing service. read more

If I could give less stars I certainly would. Absolutely worse service. My internet continues to go out. Verizon obviously do not want to talk to their clients as there is no phone # anywhere on their website. They come out and supposedly fix the problem & then my service goes out again. I call again and they make an appointment two days later and then call and cancel bc they don't have enough technicians- I understand why now- they're constantly fixing their faulty equipment. So over them- headed back to Cox. read more

If I could give it zero stars I would. They did not have any phones in order to purchase as a corporate store that is terrible service. Then they wanted to over charge me to order a new phone for my daughter when it's the iPhone7 has been known to have issues. They would not even look up any local stores I've been with Verizon for 15 years and this is the worst service I would be embarrassed if I worked there. I called customer service and they waived the fees and the exact phone will be here at the end of the week! read more

the purpose of my visit was to transfer my phone info to a new verizon phone i brought with me. The tech (James) i think literally just transferred the chips. When I stated "that's it?" he said yep this phone is yours now. I got home to find this not to be the case, When I called the store back the other techs wouldn't talk to me since "James" had been my tech. I waited 45min for him to call me back to find out that the phone needed to be rebooted. Really? the store has taken care of this for me in the past but not ever having a phone with a chip I was not aware of this. That was a wasted trip.. Could have done all of that on my own at home read more

We bought our first smart phone from Verizon 3 months ago. We used Verizon because our phone did not work internationally with another provider. We were assured in no uncertain terms the phone would work in this country. It did not. Then we were told that our activation fee would be waived. After 3 months and MANY MANY phone calls, it still has not been waived. Terrible, terrible service. They promise many things, but have a hard time delivering. read more

Kind of a hassle to get simple things done. Although they have a big digital set up for you to check in they don't utilize it and instead you get to enjoy an awkward conversation with whoever is hovering by the door. I've been in 3 times over the last week as I bought a new phone and have had a pretty decent wait each time. read more

I'm not sure the staff is trained at any level. They cause delays by not helping then customer they are working with...which in turn makes the wait that much longer. Putting your name on a tablet and being told it will be 15 min is pointless after 30 min at the store. Online is way better. read more

Their internet isn't giving me 100/100 they're giving me 20/20 and less. Worse than cox sometimes it's been getting worse over they last month and tech support couldn't help and refused to send someone out and their are no other internet company's here so it's a monopoly. I want to get xfinity and not this monopoly bullshit that allows these company's to take advantage of the consumers! read more

Not a very well organized store. CSR was insistent that I sign in to the "list" even though I was just there to pick up an online order. Once there were free CSRs not one of them looked to the "list" to see who was next. I finally asked if I could pick up an order and that went smoothly, or so I thought. Unfortunately as they prepped my two phones they placed the SIMs in the wrong phone. Call to CS to figure out the problem could have been avoided with a simple QC check. read more

My husband and I went in with a lot of questions-we are newlyweds and this is our first phone plan. We had a short wait and the Jose helped us for about 2 hours. He was VERY honest and really helped us a lot-his honesty makes me want to always stay with Verizon. I was impressed and recommend going to him for help with anything Verizon! It was a good experience. read more

My shopping experience with Verizon continues to disappoint. I had to wait over 45 minutes to get service for an in-store pickup. Wait ... What?! It took over 1.5 hours to complete my transaction. Wait ... What?! 1.5 hours? The store was grossly underestaffed. And I was not alone in the excruciatingly long wait line. The phone I purchased had a rebate offer, but the third party site they directed me to for the rebate was a site that was up for sale. Wait ... What?! The site is bogus?! I thought it was me, but I tried the URL four times. Wow. Verizon is asking for the competitiin to eat their lunch. And the nickel and diming they force upon you is disgusting. Buyer beware. read more

Customer service totally lacking. Spoke to two sales people and a technician about a phone under warranty. All they wanted to do was send it back with a $400. Deductible. Took it to the Apple Store instead and they fixed the problem in five minutes, no charge, by pulling a piece of pocket lint out of the charging socket. Stay away. read more

AlwAys a pleasure going in there! Kurt is a great manager the employees are knowledgeable and friendly every single time i go in and the matter of fact thats alot!! I could go in every single day and never ever have a rude employee read more

Awesome experience here. Purchased new iPhone online and opted for in store pickup. Lisa waited on us in the store and went above and beyond to make sure we were taken care of. Best customer service ever at a Verizon store! read more

Verizon is not to be trusted. If you buy a phone from this store you are taking your chances.

Got excellent service frm Nicole on my first smartphone. She patiently answered all my questions & helped me make a get decision. Love the samsung fascinate and all the accessories! read more

I have been a customer of 15 years and the past 4 have been tough to swallow. They've gotten too big to care about existing clients any longer. Stay away from them if you're thinking about switching services. They will kiss your butt in the beginning and after one year prepare to be reemed where the sun doesn't shine... read more

Went in with a problem and questions about my fios service. Shout out to Octavio! He was awesome and helped me with everything that I needed. read more

To Whom this may Concern, Alma Fuentes, I don't possibly know where to start. Black Friday was crazy, but somehow this young lady found time to come and check on all of her customers and ask them how their day was going. Her customer service was higher than I or ANYONE could EVER possibly rate here. I spoke to the manager of the store, but I don't feel that is enough to give this young lady the credit, and recognition that she truely deserves. For the volume of customers that day, she remained POSITIVE, UPBEAT, and MOTIVATED the entire time. I can't remember the last time that I have received customer service that good. I feel Alma could be a store manager, and/ or even a regional manager with the attention to detail that she was able to show her customers that day. I purchased 4 devices that day, and I did not feel rushed, or pressured to leave the store because of my large purchase and the fact that there were many other customers that day, and instead she actually took the time to review my account to make sure that I was saving the most money possible on my monthly statement. Alma Fuentes, I hope the next time I see or hear from you that you would have received the recognition, and hopefully the promotion that you so greatly deserve. Thank you again for a job BETTER than well done. Very Respectfully, William read more

When I walked in Verizon, I was greeted right away and my name taken to be helped. I was helped with minutes by Getenet. He was very knowledgeable and very helpful. I had to come back as my ICoud backup was taking forever. I came back a few days later and asked for Getenet, and again only waited a few minutes before he was helping me. He gave me the best service and best deal that worked for me. I would definitely recommend this Verizon. Their customer service was top notch and from previous bad experiences, this was the most painless switch of phones I have done to date! Thank you for your great service! read more

I picked up a new phone here a couple months ago that I ordered on the Verizon site. They brought me a different person's order (a woman's). I only noticed on my way out because I looked in the bag. It took a few minutes to convince them that it wasn't the phone I ordered and that it was clearly for someone else. read more

Great experience at this store. Wonderful "Solutions Specialist" Getenet helped us (older) people find everything we needed. A++

From the moment we walked in the door to ringing the customer service bell on the way out, we received excellent customer service from Travis. Travis, Steve, Kurt and all of their coworkers were professional, courteous and very knowledgable. Travis made the upgrade for my phone and my fiancés phone a very smooth process, walking us through each step so we felt comfortable in our new family plan. The atmosphere is great, everyone was very friendly and again, two thumbs up to Travis for the awesome customer service! read more

It was a very sad day. I walked into what appeared to be a quiet almost no customer Verizon store. Waited a bit for the usual approach by someone to ask me to sign me in and after a few minutes of walking around I decided to approach the guy hanging out at the counter. He said he would but me add me to the sign in sheet, and told me to wait. After he'd stood alone at the counter for a while 5 -10 minutes I guess. He then called me over. Hooray I thought ..."wrong" thought! As I explained my need for help he looked at me like a deer in the headlights ... oh my gosh I thought. When he guessed I was done trying to explain something he never understood, he said (even though I've well over a thousand dollars on service extenders and router upgrades), he could not help me, and waked away from me. ... another OH MY GOSH, well, sigh, I left the store quietly and at least have the pleasure of writing this fine and point on review of their .... customer service. read more

Awful service! I've never waited less than 20 minutes for help while employees just stand around tapping on their own phones. Complaints to the manager go nowhere. read more

What a terrible experience, went in to buy a new Samsung galaxy 5, waited one hour and 45 minutes before I was called; mean while two other customers came in after me and were waited on ! when I complained I was told that they had appointments but it seemed like that they Knew the workers. Friendly workers bur very understaffed . when my contract is up ,I will certainly move to any other carrier. read more

I recently changed my verizon service from a wireless hotspot to a landline and DSL service for my business. This was about 2 months ago. At that time I called and cancelled the wireless service as I did not need both services. I just received a call about an unpaid bill and it was revealed that the service was never cancelled. Instead of doing anything to rectify the situation, I was forced to pay the bill, even though it was not on or in use for that time. I think from the evidence at hand, it was obvious that I had in fact made a call to cancel this service. The rep was perfunctory and it was probably the poorest customer service I have ever received. read more

This a great store -- sometimes you'll have to wait a bit for service, but they take your name coming in and people are taken in a fair and orderly fashion. I've been using this store for several years now even though one is much closer to my house that is always empty. A few years back I had a phone with a battery that stopped holding a charge. Not realizing that they no longer carried batteries, I went in and while they explained that to me, the woman waiting on me said, "let me just go back and see if I can find something." She came back with a good battery and I was on my way. This past July my almost two year old phone started acting up, as they will when you're near the end of your contract (that's a whole'nother review!) and I was helped enormously by their staff (I'm not naming names because seriously, I have never had a bad experience there, they are ALL great. Everyone at the store should take a bow). This week the phone started acting up after just three months. It was a warranty issue and they had a new one sent to me promptly. Yesterday I took the old one back with the new one to get help with the transition. The woman who helped me was extremely patient, made thoroughly sure everything moved over and wrote out the steps for me to download everything from the Cloud back into my phone when I got home. I also mentioned some things I had never been able to figure out and she helped me with that as well. You really can't go wrong coming in to this particular store for your phone and other wireless needs. Just allow enough time and you won't get stressed about it, And ring that bell on the way out! read more

outstanding service. Definitely 5 stars. Had account information and got phone and plan all set-up in lees than 20 minutes. Will use them from now on. read more

This is a great store with amazingly helpful customer service representatives. My phone had a error message today, I brought it in an the supervisor looked at it and then assisigned someone else to assist. There is great teamwork - several of the guys had really good suggestions and in no time at all my phone was up and running. I believe the person helping me was Cumberbatch. Great store, great people and a very knowledgeable group by far. Another reason why I switched to Verizon and will stay loyal to Verizon!! Great job guys, thank you. read more

Had a good experience here. There was a bit of a wait but hey..first come first serve. I dont expect them to drop what theyre doing and skip over the people that were waiting before i even got there. Once I did get help it was all about me. Would definitely go there again. read more

I had read there is always a wait here, so I went online and made an appointment. Useless! They have two people at the door to check people in. When I arrived right on time and told them I had an appointment, they told me they don't take appointments, (which is fine, but then don't have that as an option on verizon.com). They said I would be next. The store wasn't crowded so I decided to wait. Bad choice by me. Three separate people came in and where helped while I stood by the check in people and waited. When I asked why, the women at the door said she forgot I was waiting???? So why are you keeping a list on that ipad if you don't even look at it? After 25 minutes I gave up. Don't waste your time. There are plenty of other verizon stores nearby. read more

This store sold me an iphone and plan with the proviso that i could return the phone within some number of days - I think it was 14 days. The phone was not right for me and I returned the phone within a week. The new number and all of the arrangements were ended at that time and my money was supposed to be returned to me. Now, 3 months later, I am receiving a bill for the phone number associated with that phone. Now that I cannot find anything related to this transaction except the charge on my credit card - with no return of funds. I need the security code to get Verizon to find the account although they did give me the phone number. This is a scam and I have spent two days so far trying to get it straightened out, so far without success. Verizon is an awful company with waits on the telephone in hours. I just called the store where this transaction took place to let them know of the issue and that I would be in shortly. However, at this Verizon store, a recording answers the phone, starting off into a long wait to nowhere. It is my belief that doing business with Verizon in any way is a mistake. read more

I just left the Verizon Wireless store at Springfield Plaza and just had to write a review. I wish this was the first time my experience at this store was bad, however, it seems to be the norm. Today was the release of the Apple iPhone 5s so I expected a crowd. Surprisingly there were only about 10 people in the store, and most like me wanted the iPhone. When I checked in I was told they had the iPhone in stock, however, 30 minutes later they only had a few of the most expensive 64GB phones left. That was ok because I did not expect to actually get the phone today, I just wanted to place my order. What happen next was what prompted me to write this review. One of the employees decided the store was too crowded, and to control the "chaos" decided to setup a line outside for customers waiting on the iPhone. My father who is 65 years old was told he had to get up out of his seat and wait outside. When asked why we had to wait outside, the Verizon employee told us he needed to control the chaos. Again there were only 10 customers in the store, and the Verizon employees seemed to outnumber the customers. We told the Verizon employee he could take our names off the list if we had to wait outside the store. As we were leaving the manager held the door and said nothing to us. Very poor customer service and we will not be back, there is no need to go to this store. We can order our phone off the internet or go to Best Buy. read more