Seriously, worst customer service ever!! Thank goodness I have T-MOBILE whom I have always loved!! I am here at Verizon to help a family member with their phone. Verizon employees standing around doing nothing while 5 of us sit and wait!! read more

I have been with Verizon for almost 25 years and I think it's the best phone company around!!! Recommended

I'm looking to switch to Verizon from my current carrier and came in looking for some education about the plans they offer and a quote and etc so I know what to expect when making the switch. After getting checked in I waited almost an hour with no seating until I could finally talk to someone that lasted all of 3 minutes... the woman helping me immediately said she'd just give me a quote and didn't even try to educate me on my different options as far as plans, promotions, or any benefits to me as a customer switching to Verizon. When running the quote she didn't ask me which plan I'd like or anything and when I had questions I was met with attitude and she was very rude. That made it awkward because of how she was acting. I expected to be welcomed and kind of sold into feeling good about making the switch but she definitely does not represent Verizon very well. I will switch anyways because I know they're a good carrier, but this woman definitely doesn't relay that message at all and was very unpleasant to work with. I'm happy with my carrier now with how they treat me just not the network connectivity, that's the only reason why I'm making the switch. I will be going to a different location next time. read more

To start out, I'll say that my wife has been with Verizon since before it was Verizon (1998, GTE). That's 18 years continuous. Until now. Without going into a whole lot of detail, the summary version is as follows: We have had 3 lines with Verizon for a number of years, one of which was purchased for her mother, who is elderly and no longer needs it. It wasn't a data line, just a phone for emergencies, should she need to call 911 or something. I think the phone might have even been free, because it was an older clamshell model. We purchased a couple of iphones about 2.5 years ago using upgrades on our account. No problems in those past 2.5 years, other than we were paying way too much for service, and we were getting hit with data overage charges every few months. We went in to see about getting new phones and a better data plan, and to try and save some money off this ridiculous bill we were getting each month. Bottom line, despite having all 3 phones for over 2.5 years, we couldn't get the upgrades we needed because of the way Verizon chose to manage the previous upgrades in the account. We were told we had to keep the line we didn't need or pay an early termination fee for it, keep using phones we didn't want anymore (at least one of them), and continue to overpay for services for another 8 months until we could have exactly what we wanted. Thanks, anyway. 18 years, remember? I might understand if this was your first contract with a company, but seriously already. Every company has flexibility. You don't have to tell your customers "sorry, not sorry. I know you'd prefer to stay with us and buy new products and services from us, but we just don't feel like accommodating you, so suck it." If you're expecting customer service, you're definitely in the wrong building. I left extremely frustrated and went to another provider nearby, where I explained what had just happened. I now have the new phones we wanted, they paid the Verizon termination fee for me, my data plan is over 3x what it was with Verizon, and I'm paying about $50 less each month. Won't miss you, Verizon. Or your crappy customer service. And your coverage isn't what you claim either. I've had more calls dropped between Phoenix and Vegas than I can count, despite a distinct "red" color on your board, and there are substantial gaps where there is no data service there either. read more

This location on Bell and Litchfield in Surprise is a one stop shop. Busy location but they work fast. Rep Colby and manger Cassidy were nice, friendly and very helpful! Both ladies do a great job. A pleasure to work with. They have lots of cool phone and options along with speakers and watches and cases and even house phone and modems. read more

Verizon - New phone - Mobile Phones Near Me - Surprise, Arizona

Visited this store on Monday afternoon and had to wait 15 minutes before speaking with an employee. I had several questions regarding my current phone which hasn't worked well in months in spite of several contacts with Verizon tech support. The young man I spoke with essentially told me it was my fault because I had purchased a bad phone. He seemed oblivious to his own implication that Verizon sells junk. I also asked him why I should stay with Verizon given the poor service I have received. He said the only reason to stay is their great customer service. He couldn't have been less interested in helping a customer so I didn't stay a customer. Do yourself a favor and visit the cell phone center in Target or Sam's or anywhere but this store. read more

Always takes forever... I dread walking in here! Hold onto your receipt! Even a recent transaction takes forever to find in their system...

Came in to switch over from T-Mobile (I've never had Verizon before). There was a really long wait but that's not the problem. Lisa who sold me and my family our plan was advised from the first moment I sat down that I have a corporate discount through my employer and that I was between Verizon and AT&T depending on what that discount did. After over 2 hours I settled and bought an unlimited plan with 4 new devices. I'm sure her commission was pretty decent there. I discussed the discount no less than 6 times while there. Only to find out the next day that the discount does not apply to the plan I purchased, AND the first bill was to be almost $200 more than what she told us and what I had on the paper she gave us. Problem #1 was being sold a plan and being looped into a 30 month payment plan for phones based on false pretense, and being straight up lied to. Problem #2, was going back to the Surprise store not once but twice, to get NO HELP. My husband went back the next day and asked for the manager per instruction from my company's corporate account manager (if it happened in store it's their responsibility to make it right). Jason a manager told him it would be over an hour to speak to him and suggested he come back to sit down with him so he could see what he could do. We came back 2 days later and Amy the manager was there. My husband explained the issue and prior conversation and we were put on the wait list again. We waited 40 minutes and Amy put us with Kevin, another associate. Kevin seemed nice and seemed as if he was trying to help. Told me I needed my badge for work and said instead of waiting I could go home and text his work line and he could help from there. So I did and NEVER GOT A RESPONSE. This Verizon store is worthless, and I will for sure be filing a complaint with the BBB. I was sold a plan based on an agreement that they did not fulfill. Bait and switch, along with just BS. If you value your hard earned money, time and sanity, DON'T GO TO THIS STORE read more

This is the absolute worst phone company out there! The sales staff lie to you and when you return to the store with a problem they don't back up their promises Verizon has the longest wait and the rudest costumer service of any company Iv ever been in. The only reason we are doing business with then is because my husband works in Bagdad AZ, and it's the only company the has a tower there. AT&T is hands down a better provider. AT&T has a large area of service in most areas. I loved the service I received from AT&T. If you have the choice, you will be so much happier not doing business with Verizon. They simply do not stand behind their service. read more

Customer service is great! Only complaint I have has to be the wait time. This is something they can't control, manager was always in the back when she could have possibly helped? Not sure, she can be attending other customer needs, just didn't look great when she walked out and didn't service. Outside of those 2 items I found this place a pleasant place to conduct my cellular business. read more

I had to go through the Loyalty Team in order to purchase my new phone. I picked it up at the Surprise Store and Kevin was fantastic. He took the time to ensure my new phone was set up the same as my existing phone and explained some of the features. Based on reviews I had read I was concerned on the level of customer service I would received. I did not have the experience as those I had read. Kevin is an example of what true customer service is all about which is lacking in most organizations these days. The wait was a little longer than the 10 minutes they advised when first walking in, however it was worth the wait. I would definitely recommend this location. read more

Even though this place is crazy busy all the time I do like the customer svc reps. I've been coming here for a while and there are some individuals that stand out. Polly for one. She is so nice. Hopefully you will get lucky and end up with her. Charles is awesome but moved to the Goodyear location read more

"Garrison" is Amazing. Thanks to his professional, personable and expertise my problems was solved. He provided Excellent Customer Service and represented Verizon well. THANK YOU! J.Rich read more

We came in to upgrade my iPhone all Damon wanted to do is to upsell. I traded my iPhone in and couldn't remember my apple password on my old phone and while I was trying to change my password Damon was tapping his fingers on the counter louder and louder. How rude! He has no patience, no customer service, not a people person, my wife and I said this is the worst we have ever been treated here in this store. He should have not been hired. We would have given no stars. Wow went today to have my new iPhone glass protector replace from the horrible job the first time. Are you kidding me the managers are a joke. Caught this female manager in so many lies. I will take my business elsewhere. NO CUSTOMER SERVICE EXPERIENCE. LIES! LIES! LIES! read more

This is one of the worst corporate stores I've EVER been to. I usually only go to corporate stores to avoid any hassles from verizon by going through an authorized retailer. Here, they tried charging us b.s. upgrade fees and activation fees telling us to do the trade in's online at home because we could only do 2 at a time and we had 4 trade in's... wanted us to pay like $400 out the door for 2 ipads and a note 9 that they didnt even have in stock. And it would've cost $400 a month for 4 lines on an 8gb plan! Spent 3 hours here and ended up just leaving. The guy was of no help whatsoever, kept trying to push towards Apple only (was obviously an apple guy, had the apple watch and ipad so that was clear) didnt offer any suggestions on how to make it cheaper or get us a reasonably priced deal. Wasn't knowledgeable about what they offered, kept having to go online to look at offers- everything he did, I could've done myself at home. The whole point of coming in was to have someone do that hassle for me. I was even interested in the Samsung chromebook but he talked me out of it saying they didnt sell them much and he didnt know much about them and recommened getting an ipad mini instead (weird because the chromebook was more money so he wouldve got more commission?). We dunno if the guy was new, was getting some side deal from apple to push their products or just uneducated in general. Whatever He was, He lost out on a HUGE sale. We wanted to upgrade to an unlimited plan, add 2 lines to an account, trade in 2 phones and 2 ipads, buy 1 new phone and 2 new iPad's (or tablets). Seems simple enough, right? Thought we had to do this is at a corporate store.. We didn't. After wasting 3 hours of our only day off we left with nothing but a headache, confusion as to why it would cost so much and frustrated from the already stessful situation. We decided to wait till memorial weekend hoping maybe Verizon will have a special deal or something- they didnt. This time we went to a closer, authorized retailer. Nervous and skeptical because it is an authorized retailer and I've had bad experiences with them in the past. They took all of our trade-ins right there in store. Recommened to me to stay on the same platform instead of getting a new iPad mini And a Samsung note 9. He didnt try to push only Apple and Samsung (and he too was an apple guy). He was less concerned with which brand we were buying and more concerned with getting us everything we wanted at a price that was reasonable and that we could afford. He explained every charge so that we could understand it, offered us water and we were able to sit down and go over everything thoroughly. (At Verizon corporate we had to stand the entire 3 hours it was aweful). Didnt charge us B.S. fees, waived all of them. It truly is not about which store u go to- but which representative u get. I get that verizon corporate is trying to push you to to do everything online and on the phone to save themselves some money, but at what cost? Customer service. This Verizon store almost lost us as Verizon customers altogether, we were ready to switch to T-mobile if they couldn't work out a reasonable deal with us. The authorized retailer saved them. Shocking I know. ** if you need a corporate store go a little further down bell at the Glendale mall- much more educated and prepared there.** read more

I placed an online order using the chat on Verizon's website earlier today. I ordered an iPhone 11, 128GB in black. They said I'd receive an email or text within 1-2 hours when it was ready to pickup in store. I waited 2 hours and called the store because I never received anything. The phone rang and I was in hold for 5-6 mins. I called customer service and was informed that my order was ready. I head to the store and nobody was checking customers in, so I had to track down an employee once he broke away from another customer. He was able to get me my order relatively quickly. However, once I got in my car I realized they gave me 64GB instead of 128. I go back inside and tell the same employee this and he said he'd swap it out for me real quick after he was done helping someone else. A few minutes pass and another employee approaches me and says "he didn't add you into the queue?" I said, "I guess not." I told him was the other man told me and he said it's not that easy. I said well, I asked for 128, they gave me 64. He asked if it matched the receipt. I said yes it does, but again, that's not what I asked for when I placed the order. He said well, it'll take about 15-20 mins and walked away. What should've taken me 5-10 mins tops has now lead to me being here almost 30 mins. Not a lot of time considering, however I opted to pick it up so I could have it quicker. I don't need help setting up or anything. Terrible customer service. This is my first and last time ever coming here. UPDATE: after waiting all that time, I was told the 128's were out of stock of in the color I wanted. Nice!! I was there an hour total. read more

They were nice enough, but after waiting 45 minutes to fix a cracked screen I was given a card for insurance and told to follow instructions or have to go to Apple Store /repair shop...?!??! Couldn't the person who checked me in have done that? Thanks for wasting my time...grrrrrr. read more

Terrible store, terrible customer service, piss poor store managers . They will do nothing for you as an exception that is outside of normal promos and regular service. You would think they would try to retain 15 year+ customers by helping them out in a bind...but don't count on it. They are worthless. Verizon Wireless itself is great, but the stores and the store managers are the worst. Stay away if you have the option. read more

I went in her yesterday to trade my dads cell phone in after I called customer service and was advised that it was the 14th day and I had to get there before the store closed. I went in and waited 30 minutes . Finally Rory comes over and I explain what I want to do. He immediately tells me its over 14 days its 15 days. He then proceeds to ask his manager if they can make an exception . He comes back and says we can help you . Great! I pick out the iPhone 5c and I am on the edge program. So he starts the transaction and then Rory comes up to me and says because its over 14 days we can not do the exchange you have to pay full price. Then I proceed to say but you said your manager would make the exception . He got very rude and said I did not say that. I asked to speak to his manager and he disappeared for 10 minutes and comes back without his manager . Stating there is nothing we can do for. Rory was the worse sales person I ever encountered and will be writing Verizon's Executive Customer Relations. I have never been treated so poorly before in my life. Avoid this store at all costs. Order over the phone. read more

I do not have Verizon. Had to go here for work purposes. But if I had it or if anyone goes to this location ask for Charles he is a very helpful friendly representative. read more

Verizon may have the best wireless coverage and service in my opinion but their stores really need to be revamped. Every time I come in this store and a couple others I have to wait forever. They always seem to have so many employees around yet only a few are helping customers. I always plan on at least an hour when I have to stop by the Verizon store. read more

This place treated me like dirt walking in the door. They were rude, and only seemed to care about money. Treating me like a person never came to their mind, or at least they never showed me this respect. I would never go here again because if I did it's likely to ruin a few people's days since I would let them have an earful and life is too short. Worst customer service in that shopping center. read more

I do have great reviews for people - Verizon 5 Star Service all the time - in their stores or even on the 800 number Ultimate Company - I will continue my Service with Verizon:) I am very happy with my DROID of 2 years. I have No Complaints with them at all.. I have been with Verizon for 12 years - my business lines - everything is Verizon. Thank you Verizon for such AmaXYNG Service.. as always. read more

Had Verizon for years well we moved to an area that was suppose to have service in Surprise. Guess what...... No service they said they were having issues and it would be fixed this went on for months. I finally canceled for having no service in the middle of Surprise I wasn't in the hills. Well a week later I get a bill for cancellation fees and service which I didn't have for months. Lost a great customer after several years of service. Very disappointed I'll be going to the BBB as well. read more

Wait times are ridiculous. Hire more people or come up with a better system. I was told 15 minutes, then after 25 i asked for an update and was told its another hour still? They really seemed to care less... There were plenty of associates just hanging around chatting who could have helped me with my simple problem... Instead i waited 30 minutes, gave up and went home with nothing:( read more

The manager did send a response which did help my mood on this location. I will try another visit to give them another chance. :0) I will let you know the outcome. I'm confident that it will be a better experience. read more

Great customer service! I came in for a servicing issue. I was assisted pretty quickly and my issue was resolved within 30 seconds of talking to the employee. No joke! Store has great products and and convenient services. read more

Wow! I am in here now and an employee who greeted me at door, Dylan just was talking crap about customer, not sure if it was me, over his earpiece right in front of me saying he hates when people do that!! I feel super uncomfortable!! Then he turns around to be super perky to next customer! ! Very unprofessional. Even worse says he is general manager! Danielle however was super nice and helpful, maybe she should be manager! read more

Been here multiple times of course there's always going to be a wait it's Verizon there the best so everyone has them duh. My problem is, I bought a screen protector from there and I came into the store and I was told it was going to be 30-45 min before someone could put it on for me. Are you freaking serious? I could YouTube it faster than that. Like seriously? Get some one for just silly things like that so we don't have to wait. Don't you think your customers come 1st? I know at my work we don't want anyone to walk out of the store. Why would they? read more

I don't understand the negative reviews for the store. I took my mom into this Verizon store to activate a smart phone, add a new line, but a data package and some accessories. Ian helped us immediately and his customer service was flawless. I highly recommend the store. Thanks Ian. read more

Recently required to upgrade my modem for Verizon Home. Cell reception in my housing development is horrible. On the old modem, I was able to get a constant 2 bars and could make and receive calls with very little problem. However, this new modem is no service or 1 bar. The cell reception is now insufficient to send or receive calls. I don't understand why there isn't a cell tower near our development. There are 2500 homes in the development and new homes are being built daily in the are. I am on my way to the Verizon store to make arrangement to return this useless modem and cancel my Verizon Home. read more

They take forever and I was there for 3 hours to upgrade, nothing mind blowing at all. The person couldn't get it all. I was told by customer service I could get a BOGO and once I was there they told me no they could honor it. After a lot of calls no one would do anything. They have poor customer service phone and in person. read more

Don't go to this store while this current staff or manager is working there. It is now Dec. 5, 2015. They are scammers and will make you pay more than you have to on upgrading your phone. One staff member whose first name starts with an "I," told my wife that she could not use her $100 Upgrade credit on the sale price of a phone. This not only was a lie, but she was able to get another $100 off of an upgraded phone by simply going to the Verizon website. The manager was standing write next to the associate when he was trying to scam my wife, so I assume he is complicit or didn't hear. Also, when my wife went into this store a month prior, they where holding her answers for help hostage until she agreed to upgrade her service with higher monthly charges. You have to be careful with Verizon. You might pay $1 for a phone at Sam's club, but full price if you call a Verizon rep. on the phone. In the former case I discussed, it appeared to not be a promotional discrepancy, but an out right lie. read more

I should have read the reviews before doing business here. Their customer service is horrible if you are trying to return something or ask a question about something already purchased. I left the store with nothing accomplished and sat in the parking lot to call the tech support for the answers. read more

Easily the best experience I've ever had. Danny was so helpful and full of knowledge. He continued to amaze me throughout the entire process and even helped us by giving us a discount. Hands down the best customer service I've seen with this company. I will continue coming to this store from here on out. read more

4 ISSUES 1 Month. This place has been nothing but a serious hassle. Employees are nice but also loooooooong waits and apparently their job training is sub par on how to process everything. Since I moved and my carrier is not available down here I had to switch over to another carrier so.....(ISSUE 1) After double checking my number was transferable I tried to have it transferred....this location couldn't do it, ok it's not a big deal but a little annoying after being told I could but it's all good. I double checked that day that since I was changing over without a number transfer that it would cancel my account with my other carrier. I WAS TOLD YES. Now I get a credit payment request from my old carrier that no cancellation has occurred and not I owe an extra $100 to my old carrier. ( ISSUE 2) I called them they said that Verizon never even tried the transfer or canceled my account. (ISSUE 3) Tried to sign up through Verizon for COX Net, smooth process then no net or phone equipment ever arrived.....Called COX Verizon had never finalized my order so i waited an extra three days for my net and had to activate it myself. COX was at least smart and stopped this program through verizon. (ISSUE 4) I go into Verizon to see if I can get a month credit or at least something for the hassles and me basically having to redo every job they do so it is done right and they tell me it is on me and are yet to show any interest in my satisfaction.....to top that off US Cellular took off and credited me when they didn't even have to and thanked me for service for 12 years and apologized they do not have service in this area yet. Damn maybe Verizon should stop being greedy bastards and think about maybe doing their on the job training with US Cellular so their managers can get an Idea of how to treat customers not to mention how to run a successful branch that will not end in the toilet. Yes I am one person and they will make their money from the next 10 people and can throw my business away...but I just thought I would give those people who appreciate these reviews a thorough explanation and heads up to NOT use this location. KCCO (although it is hard if you go here for help ha ha) read more

As a long time Verizon customer, I usually come here to fix my issues. With the long wait time, and the feeling of getting the "run arounds" I feel very frustrated with the service experienced here. One time I even left and went to the other store down the road and received much better customer service. If you need attentive care for your issues, don't come here. This place is a joke when it comes to customer service. read more

Be careful of the rude mgr at this store. You signed a contract. period. His only response. The fact the the piece of crap phone recycled on it's own then crashed, replaced, recycled twice, crashed again, each time losing everything, Verizon and this jerk does not care. You have to pay off the phone that is crashed to get another one. Oh, he'll replace it with another just like it but fool me once shame on me... Piss poor customer service. Don't you hate it when you go with company and once you sign on the bottom line they don't give a damn? You are only one customer of a billion dollar company. Go away. read more

Brought my mom into add her to our plan and new phone. Waited for service for over 1 hour Finally got someone who proceeded to muddle through adding her, had to get mgr and then had to call customer service. What?! This is after she was here with hub earlier in the day to be told she had to unbundle from her existing acct before they cod help her and that it could take up to a month. It took 5 minutes after she drove all the way home to do it because they apparently could help a 75 year old woman. Now while still waiting for customer service he's telling us our plan may not be compatible. We are into this an hour and a half now with no end or resolution in sight Not impressed nor pleased read more

absolutely aweful store. used to have great sales people. i went in to buy two new phones. as we have every year for 5 years. the lady we dealt with was so rude and offputting we left and will never go back. i didnt ask for anything. just guessing her boyfriend left her for her rbf. idk but it was unprofessional. read more