Manners. The manger does not understand customer service. She is rude, crude, and disrespectful. Nobody wears a name tag or identifies themselves. read more

I upgraded me and my wife's phones and the store employee added 2 extra lines (2 extra plans) without telling us to our bill. Customer service is trying to give me the run around and not refund us for read more

Jay helped us so much made it so easy for me to get a new phone today. West springfield verizon was rude to us and acted like we were stupid. Jay made it all better!!! Go boston road verizon! read more

This is what I wrote to the general and district managers, but after having read the previous two reviews, I doubt they will respond: Dear Mr. Snyder and Mr. Perez, I'm writing to tell you of an extremely upsetting experience I had at your Boston Road store in Springfield. I broke my iPhone X and thought I was insured, so I went to the store to inquire. I was greeted by Frank. Without even looking up my account, or telling me what the process was, he dismissed me and told me I needed to call the insurance company directly. I went home to call the insurance company only to find out that I actually didn't have insurance. I went back to the store to inquire because I was almost certain I did. Frank spent about 2 seconds looking at my account and told me I didn't. He again was very dismissive. I was confused and wanted to know more. He kept saying I needed to call customer service, and that you didn't deal with online orders or anything that has to do with accounts at the store. I asked, "What do you do?". He said, "I can only sell you a phone". I went home again to call customer service. It turns out that due to a mix up in the order when I had purchased the phone, they canceled the first order, and placed the second without putting in the insurance. I thought I would deal with this issue later. Meanwhile, I needed a new phone so I went back to the store for the 3rd time to buy another iPhone X. I asked Frank if he could activate it. He said, "You're all set. You just need to log into the iCloud." As I was driving back to my condo in Boston in the pouring rain, I got in an accident. I tried to call out, but couldn't because the phone wasn't activated. Because of this employee's laziness and ineptitude, I was stranded on the freeway in the rain without help. My staff and patients also were not able to reach me all afternoon. Luckily, no one was injured. I would like to know if this employee's behavior is acceptable to you. If not, I would like to know how you intend to discipline him. read more

3-year update. The store is full of completely new employees but have the exact same problem they had before. These people do not know how to manage their employees, customers, or time. The manager could easily be replaced by any 16 year old with a phone. Don't waste your time just drive to West Springfield where the employees at least know how to read and communicate. read more

Employees are absolutely clueless on how to connect and iPhone to an existing line. I came in with a new iPhone 14 that I bought from Apple and simply wanted to them to connect my number and aim to the new phone. Devin tried to connect it one way and it failed. Her and her manager manager tried to connect it another way and it ended up disconnecting my old one and put my new one in a pending state so I walked out of there having no cell to use at all. All they told me was it could take some time for the new phone to become active. When I asked how long they answered "we don't know, could be 20 mins, could be until 12:00am". When I responded with "so I'm supposed to have have no phone at all for an unknown amount of time?" Devins manager proceeded to say "well you can use your wifi at home". Sorry I choose to leave my house and don't enjoy wasting my time sitting at home all day. Maybe if the 2 employees spent more time focused on the displays that pop up on the phone instead of talking about whether or not they started watching the new season of "you" on Netflix then this wouldn't be an issue. Absolutely useless. I walked in with 0 line problems and a new phone ready to use once connected and walked out with 2 unconnected phone. Great job at sucking at your jobs! read more

I was at the end of my rope and in great need of help obtaining a new phone. I've been trying for days through customer service and the west Springfield store with no success. Axel,the manager at Boston Road, was an absolute angel! He helped me with everything I needed! He was patient, understanding, polite, empathetic, calm and accommodating without being pushy at all. I am beyond grateful! read more

Me, along with my sister, my mom, and my cousin, went to verizon so we could get new IPhone 13s as part of a verizon deal for having unlimited wifi. We sat there for 30 fucking minutes. Finally the store's about to close and some guy comes up too us. He takes my old phone to transfer the data to my new phone I'm getting, but he takes 10 minutes doing that. In the process, he screws up my mom's phone completely, to the point where she can't do anything on it until the store opens up tomorrow. He doesn't even do the transfer on my sister's new phone, and tells her to do it at home. He automatically tells my cousin "I can't help you because it doesn't say you're on this verizon plan." She could've gotten onto it in literally like 1 minute! He then tells us we can't trade in our old phones because we need to mail them in. We don't even find out how fucked up my mom's phone is until we are in the car. Then we're locked out and they won't let us back in because we had already been in there. This place is a shit pile, I suggest going to the Verizon store in West Springfield. read more

Verizon Wireless customer service all around sucks Verizon Wireless cost more than any other provider in at the end of my contract I will be going anyplace else even if the coverage is not as good just because technical service customer service and Verizon is a hole sucks people should really think especially after the deal with a firefighters in California giving this customer any more money amongst other reasons read more

My mom broke her phone and brought a phone we had to activate and they would not help her. She was then forced to purchase a new phone and they still would not help her activate it. I live out of state and called "R Wireless" in Longmeadow, MA and the manager there named Jesus very kindly offered to help my mom at no cost to retrieve her contacts and activate her new phone. This store needs better customer service! read more

This store is horrible or at least one of their workers is horrible. I don't know who the owners of the store are but I will find out soon, I have literally had the worst three weeks of my life chasing my tail all because I bought a phone from them in September. There was two dudes in there that seemed OK, they help me get my contacts in but also decided to put in an iCloud account which I did not create, it was my name 2@iCloud.com. Please be aware of this kind of stuff because they got into my phone got all of my personal information I have been closing accounts for at least three weeks trying to figure out how to fix the situation because Verizon wireless customer service is so great as well as their fraud department. I have pictures of my bill showing a phone being bought in New Jersey in my name as well as a lot more, I have since changed carriers oh but I am not done. Just beware of the scam when you go and buy a phone from them. I am sure Springfield police will be keeping an eye on them, I provided them with a lot of evidence and I am sure I am not the only one that this is happened to. It's little increments of money, usually 10 or $15 but that adds up and adds up and adds up. The highest manager I could speak to offered me one month free of their five dollar security plan LOL on the same account because he wouldn't let me change to a new account. read more

Went in last night to see if it was possible to get a lower prices plan than what I had been paying with AT&T. Jeff helped me and was able to get me on a plan saving $20 / month and I was able to bring the same phone I had been using. It was such a quick and easy experience! Then today, the general manager sent me a follow up text thanking me for my service and making sure that all of my questions were answered. I'm so grateful for the awesome customer service and excited to save money! read more