Andrew provided wonderful efficient service and was a pleasure to be cared for by him.

I advised the Totowa Store agents that I did not under any circumstance wanted to trade in my cell phone, if there was a contract. I was told that there was no contract and that I could cancer the subscription at any time. This is not true. I cannot switch to T mobile or any other provider unless I pay off a 36 month subscription. I was lied to. There was never at any time any paperwork given to me or any information telling me that I was LOCKED INTO THE TOTOWA STORE FOR 3 YEARS. SOMEHOW W/OUT MY KNOWLEDGE I WAS TOLD THAT THERE WERE DEDUCTING APPROX $30. PER MONTH FROM EITHER MY CREDIT CARD OR BANK ACCOUNT WITHOUT MY KNOWLEDGE. " CRAMMING?" read more

This is the most unprofessional Verizon I have ever been to. The workers are horrible! And believe me I understand customers are annoying but these workers are just waiting for you to say 1 wrong thing, 1 incorrect fact, or 1 thing they don't agree with to jump down your throat with an attitude. The last 2 times I have gone in have been horrible. I don't know about the women that work there but the men that work there have the most awful customer service. They have a IDGAF attitude once you walk through the door. Get better workers! read more

I had a nightmare of an experience at the Clifton location. Customer care sent me to the Totowa location, and Rob was incredibly helpful and resolved my issues. He was calm, quick, and efficient, and I was in and out of the store in under 15 minutes. After dealing with the Clifton store, I went into the Totowa store ready to return my device, cancel my account, and switch to another carrier. Rob is the reason that I didn't. read more

This review is being written following my visit to the Verizon store in Totowa, NJ, on Rt. 46, following the assistance I received from their customer service representative Kayla P. I own a Google Pixel 2XL smart phone and needed help with certain Settings. Arriving at the store with a 2PM appointment, made earlier, I was promptly greeted by Kayla who offered to assist me. We then sat down to discuss my issues. A good number of questions were posed to Kayla all of which she quickly and skilfully addressed with aplomb. Using my phone, Kayla showed me several commands that resulted in my now being able, for example, to quickly access my destination listing when downloading a new GPS Ap. In my case, I now wanted to use Google Maps, abandoning Scout GPS due to it being phased out, as well as it recently failing to perform when needed on the road. Kayla quickly found my "lost" list of destinations that I had tried to transfer from Scout to Google Maps. I was immediately impressed with Kayla's knowledge and style, her degree of patience and understanding notwithstanding! In addition to my now being able to have Google Maps on my phone along with my original destination list, Kayla performed a quick "clean-up" of my phone in order to determine that my current Settings were not unnecessarily draining my battery. Kayla is to be commended for upholding Verizon's Mission Statement towards providing excellent customer service regardless if that customer was not in the market for an upgrade or new device. Thank you Kayla! read more

My elderly sister (75 yrs old) went to the store (at approximately 12 noon on 3/3/25) to get help with a phone that had been locked. We had previously tried to handle the situation online and couldn't so we were told this would be our next step. The store manager told my sister there was nothing she could do for her because the phone was locked and she needed to go to the Apple store. My sister called me on her friend's phone and I asked to speak to the manager so I can make sure she understood everything and I could ask questions. She started off accommodating but then her attitude escalated and not in a good way. She started accusing my sister of clicking something she shouldn't have. Being an elderly woman that is not fully comfortable with technology, anything is possible but she didn't need to be spoken to like that. I asked the manager if I bought the phone from Verizon and the physical phone stopped working, wouldn't Verizon replace it (I was referring to using Asurion). She told me we'd have to first pay it off. I told her I had a phone in the past and didn't have to do that. I let her know we'd be taking it to the Apple store and the asked her for her name and position. She told me her name and then asked why I was harassing her. I told her to take a step back and if I were harassing her she would know it and I only needed her contact info in case we had to return. She thanked me in a fake, crystallized, sugary way and I replied in kind. Apparently that wasn't enough for the unprofessional manager. She then proceeded to turn to my 75 year old sister and tell her I was a bitch and she was a bitch. The nerve of this store manager. I am absolutely disgusted with the unprofessional, discourteous, and dismissive way my sister was handled. Verizon, you made a bad call making this one manager read more

The atmosphere as me and my family walked in the store was cold. There were only about three customers in total and us not being accounted for. We looked around the store for about five minutes until someone checked on us and what we were looking for. We then put our name on the list and we were next in line. The wait was a half an hour long with only two workers actually helping the customers. The guy in the store was not pleasant and seemed not happy to be there or help us. He did give us another alternative but then we had to call someone on the Verizon team to help us. Overall the people there seemed cold, unfriendly, and unpleasant, and did not help us at all. We did all the work ourselves. read more

no customer service Integrity, especially the manager Dan Stevanovic. Don't waist your time heading to this location.

I want to give a HUGE shout-out to Mario Hernandez, a salesperson at this Totowa, NJ store. I worked with him to upgrade my family to new iPhone 15's. He spent time asking relevant questions and answered all my questions. And yes, I had many! He patiently and clearly explained how the new Verizon phone plan would work, trade-in values of our existing phones, overall device costs, line charges, and ways to get the most value for our money. He is very customer centric. If you get the opportunity to work with him, he will put your interests first. Top-notch service and technical skills. Thank you Mario! read more

if you live or are even driving through Little Falls, NJ pray you don't have Verizon. For the past 6 months minimum the Verizon cell service has been atrocious. All they say is, "well a tower is down and someone should be out there soon to fix it.". FOR 6 MONTHS NOW. Verizon has gone from the best to the absolute worst cellular service provider in the area. Go elsewhere - trust me. read more

STAY AWAY FROM THIS STORE AT ALL COST. One of the worst customer service experiences to date. Came in on Sunday April 13 for an upgrade. I had several questions regarding the $30 upgrade that I wanted to speak with a manager. Well, ALVIS was the manager that day and he took the prize for being the most disrespectful, arrogant, pompus employee yet. He told me that if I buy several accessories he would then remove the upgrade fee. I was not about to buy way over priced items just to satisfy his quota. I told him that I could find these at a lower price either on Amazon or eBay . He then said "No you can't , that's all China crap". It was bad enough that he said it but it was done on the sales floor with employees and customers nearby. I then asked him for his name and he just pointed to his name tag and said "its right here" I have been a loyal customer with Verizon since the early 90's. If they weren't the best service on the planet ,I would go elsewhere. This person has zero people skills and zero respect for his customers. Now I see why this store has very low reviews. I ended up walking out with nothing but stress and agrivation, Comment from Verizon Customer Service of Verizon Business Manager 4/19/2019 We're sorry you did not have a good experience with our team, Lad. We hold ourselves to high standards of customer service, and we want each store experience to be a positive one. We care about providing what you need and not just selling phones. We apologize for any treatment that made you feel otherwise. Your feedback is appreciated and hopefully, we can support you better in the future. Are you kidding me! Your text book response is totally unaceptable. The high standards that you mention do not exist in the Totowa, NJ store. As long as you have this manager Alvis there, then you could kiss your positive store experience goodbye. YOUR APOLOGY IS NOT ACCEPTED. This person should be fired for the way he treated me and for the way he humiliated me. read more

Not a pleasant place to shop. Customer service does not exist here. There is no rush to get you out of there. Employees would rather talk then assist customers. Pretty sure the only reason it stays in business is because Verizon forces you to return certain items to the store. read more

Watch out for the sales person Rhian. He tried to rip me off during the Black Friday sale saying the 35% discount for the Google pixel 2xl didn't apply, when it really did. Plus he told me that with the phone, comes a 2 year warranty so if the screen ever cracks I could bring it in to get fixed which was also a lie. His excuse was "sorry for the miscommunication" it's sick what people do for commission . read more

Liers who don't return customer emails and phone calls. Henry Harris especially. Prised credit for 2 lines I brought from Sprint after 2 billing cycles - never happened read more

Verizon customer care, customer service and sales reps are lying crooks (I am talking about their 1-800 contact number I am not speaking about this store location) , they told me for over two weeks I would be getting my money back within 3 to 5 business days and still no refund, I get the run around and transferring all over the place when I try to call and speak to someone. Customer service and tech support are all young adults with attitudes. read more

WORST EXPERIENCE. 59 minutes in the store for absolutely NOTHING. Walked in for an upgrade and had the phone and accessories ready to be purchased within 5 minutes. Once the phone was scanned and the box was opened, the saleswoman pulled the wrong phone. A half hour later the manager and woman were STILL trying to resolve the issue while attempting to explain $2 monthly charges. When I wanted to walk out and cancel everything, they told me my original phone was disconnected and it took another 15 minutes to re-activate my original flip phone. WHAT A WASTE OF TIME VERIZON!! For the future, everyone please check the phone box before you begin the activation process. It is Memorial Day Weekend and the store was very slow. Thank you for wasting my time and losing my customer. WHAT A JOKE! GET IT TOGETHER VERIZON! read more

SCAM: Service at this location has deteriorated to the point that we have to accept whatever terrible service they provide because phones are so valuable to customers today & verizon is taking advantage of that fact. I made an appointment to purchase a phone & possibly have information transferred and setup of new phone. Upon arrival, I showed my current phone to Rep and Manager, Omar. It was was not working and was damaged. The Manager commented that phone was not good. I told rep and Manager I was not interested in turning in phone. Rep convinced me to update program because I would be able to receive a newer model phone less a discount. He told me if I updated program, will be eligible for phone discount. I agreed because $amount was close to $amount of older model I originally wanted. Rep moved forward to change my program online in order to move forward to purchase newer phone. It took 1 hour. After 1 hour, rep told me that he made mistake and i have to turn in a phone in in order to receive the phone discount. I told him I was not interested in turning in phone /wanted to try to have it repaired and retrieve info from it. At that point, I asked to speak with Manager. Rep asked manager to join us when available. While we were waiting, I fixed the phone to turn it on and told rep since I started it and if he would be able to transfer info to new phone, I would be willing to turn in phone for the original deal for the new phone. He then attempted to unsuccessfully connect phone to wifi, determined he would have to utilize wire transfer. After 1 more hour of him working with the phone in his own hands, the rep said that the back of phone was not connecting and he could not move forward with the deal. After 1 hour from the time we requested manager, The manager finally joined us and confirmed they could not accept the phone and the deal could not be completed. I was understandably upset and asked what we can do since he and the rep did not provide accurate information and wasted 2 hours of my time. The manager, Omar, said "nothing". He did not offer any type of compensation or solution. When I asked for his manager. His response was, "I am the biggest manager of this store. There is no one else to talk to not even at corporate level." I then left, terribly frustrated. I then called "Customer Service" (using the term loosely). Spoke with Andy, Manager, she told me there was nothing they can do about the deal but did offer me $100 to compensate for the 2 hours at store and 1.5 hours w/customer service call. Told her my time was worth a lot more than her offer. She told me "Sorry you feel that way" about frustration of the inept handling of this failed offer and the dismissal of the "biggest" store manager. I responded that feelings have nothing to do with my frustration. It was the improper handling of customers, lack of training and lack of respect by VERIZON to correct their errors. Dany also said that I had the choice to leave at any time and that they came to a solution. I reminded her that she is being condescending to me because the rep led me to believe for 2 hours the transaction with a phone discount was moving forward and at no time of the 2 hours did he say the deal was not able to be completed. I asked Dany to speak with her supervisor and she said I would have to write to Corporate: VERIZON ATTENTION CORRESPONDENCE P.O. 15069 ALBANY NY 12212 I am a customer for Verizon for 30 years. I feel the store was working on scaming me after 2 hours I would be so worn down that I would pay full price for the phone. The customer service and store service has deteriorated significantly in the past 2 years. Verizon is a monopoly and it is clear they do not value customers. GO TO ANOTHER COMPANY. THIS COMPANY HAS RUn its course read more

Just stopped into the Verizon store on route 46 a rep named JAD came over and asked me what I need it when I showed him my ancient Verizon phone and ask him how I would go about getting a charger for it he said he didn't know and that he hadn't seen a charger for years I asked him what model it was he popped open the case and said is it there it is right there I suppose who is the manufacture it's a Verizon phone he was on able to tell me they were zero help read more

This location should be closed down or they should hire new staff Customer service suck the workers are very rude they thing they doing you a favor trying to help you Every one their are rude please do not go their Do not give them your business read more

Quick and courteous customer service. Went there to pick up my phone and was done within 7 minutes! The representative was friendly and inquired about my needs without being pushy. Would highly recommend! read more

Well this is time I won't get back.. over the last 2 weeks I've visited this store 4 times and told a different story every time... it's like they make it up as they along... and as for customer service? Forget it! I would advise anyone planning to come to this store to bring a chair and put everything else in your life on hold!. I wouldn't even give them 1 star.. My advice to the people who work there: if you don't like your job then leave. Other people would be happy to do it and provide a better service! read more

I have been here 3 times in the past 2 weeks due to phone issues and let me say that the experience was way better then it used to be. I got Mark the last time and the time before that a guy for some reason can't remember his name. It wasn't a common name. Both very helpful, fast, and a pleasure to deal with. I also didn't have to wait that long any of the times to. The last time I went at 530 on a week day and I didn't have to wait at all. read more

Great customer service assistant manager was extremly helpful with helping me pick out a new Motorola rival phone he explained every detail and all the attachments I could get with my phone I was really pleased with the service read more

I went to the Verizon store at totowa location to upgrade my phone and my daughter's phone and was informed of a promotion by the sales rep that was helping us in which you could upgrade your iPhone and pay $100 for each new iPhone with a 2-year contract. With a promotion as great as that, we did in fact proceed with the upgrade and paid that $100 along with accessories. I just noticed on my Verizon bill that I'm being charged $50 per month and contacted Verizon only to find out that not only did the sales rep not give me my two year contract for either phone, and I will be charged $50 per month for the next 24 months which ultimately means I'm paying the full price of the phones and was mislead while purchasing them. I would recommend everyone who shops there to double check the promotions you're being offered with a supervisor. read more

DO NOT GO HERE. If you're looking for quality customer service, you won't find it here. We stood around waiting for about an hour before we were even acknowledged, the atmosphere was uncomfortable and felt like we were being ignored. I can deal with that because I don't like people anyway, but the real issue was when we were called, the sales representative was rude, curt and looked like he would've rather been anywhere else. We were looking to upgrade our phones and knew exactly what we wanted. When they didn't have our preferred colors, we were fine and said it wasn't a big deal. They'll be in a case anyway. He goes to the back to get the phones, returns with about five million accessories. My husband politely says we're just here for the phones and we already ordered screen protectors and skins on Amazon. The rep, verbatim says, "What, you couldn't find the phones on Amazon?" Haha, would have been funny if he didn't say it so nastily. EASIEST sale of his life and that's how he treats us. This store sucks. Avoid. read more

Horrible experience!!! Spoke with a salesperson by the named of Grace "for over an hour" regarding upgrading our iPhones. She was not honest and wasted our precious time!!! read more

Get ready for bad sevice and 2 hours of your life being wasted.

I came here to ask some questions about getting a new phone for my elderly mother a verizon customer and just had the worst salesman I've ever dealt with in the "History of Life"! He so unhelpful and kept telling me I shouldn't be there but calling the customer service number. I needed suggestion and received "I'm not going to to look that up for you." This almost ruined my morning! Everyone else seemed nice and normal so I must have just had bad luck, unfortunately he makes the whole store look bad. read more

Disorganized waste. After "checking in" and waiting 30min. No lie - waiting with my 9 year old for 30min - someone finally comes over. Oh, you cant do anything bc your not the account holder. YOU MIGHT HAVE MENTIONED THAT 30MIN AGO WHEN I GOT HERE. never coming back read more

My husband and I went in on Black Friday because I've been having consistent problems with calls and texts. We were assisted within two minutes of arriving by Carlos. We explained the problem to him and he said in order to troubleshoot the phone, I had to update the software. I spent all night doing it and we went back in yesterday. We were "helped" by a man whose name escapes me, who merely hit the reset button, which merely makes the phone search for more cell towers. He said, "You're gonna have problems with iMessage, everyone does." He said I should turn iMessage off and just use texting. I explained that when I do that, I don't always get back other people's texts when they're using iMessage. He told me they would have to turn iMessage off too. Ummmm? Did you really just tell me to ask everyone to turn off their iMessage just for my benefit? We left and sitting in the car, sure enough, text messages are taking forever to send and a friend called by neither the call or voicemail came through. We went back in and asked to see someone else. After about twenty minutes, Shavonne came over to help. After talking to her for a few minutes, Carlos, who recognized us from the day before, also came over to aide us. I don't know if they didn't know how to fix the problem or if it simply wasn't worth it, but they asked if I'd prefer the upgrade or a replacement. I said I didn't want to take one of my parents' upgrades and would prefer a replacement. They said it would be shipped Monday and the original had to be sent back within five days of receiving the new one. My husband and I live in different areas and I said he wouldn't be back here until Friday. So they said they would hold off on sending the replacement until Wednesday. I would just have to call Verizon and have it shipped--because they would place a note on my account to let Verizon know they had the manager's approval. Shavonne wrote down all the instructions for me on her card and assured us as we left that she'd go make the notes on the account right away. Both Shavonne and Carlos were extremely courteous and helpful towards us. I appreciate it! read more

Very disappointed in the customer service at this store. Walked in ready to ready to purchase a Fios package. Spoke to a sales rep called Marcel & everything went well. Installation was supposed to be the next day between 1pm & 5 pm. I took a day off from work so i would be present when the guys arrived. Long story short, the guys never showed up, turns out Marcel put the wrong info on the system... The package i had been offered had changed from $109/month to 149/month. When i called to get him to correct the package and also arrange for installation, he said he would get it done & that he would get his manager to arrange a same day installation for me. None of that happened... I basically never got a call from him nor his manager. Overall experience was the worst! I will take my business elsewhere. read more

Horrible customer service----My husband and I went for an upgrade on 9/21/12. We had a rep assisting us (so he called it) that kept asking "what phone you want?" My husband want him to explain the features of the Samsung #3...well the CS person pointed to where the phones where and said "you can look there" He was toooo busy talking to other "guys". After about 15 min he took another customer leaving us to fend for our selves. Terrible...then when he saw we were still waiting he asked a young girl "can you help them I;m busy" and SHE walked away....this place is horrible with terrible service. Shameful since WE ARE PAYING THEM! Same thing happened last year. Well they should teach their staff and train them better. Its more of a meat market than a store... shameful DO NOT GO THERE---------------- read more

I went to this store to upgrade my phone. I dealt with the nicest lady ever. her name is Shivonne. She was so sweet and so helpful. I usually go to Verizon with my stress level through the roof because of past experiences but she made this visit so pleasant! I wish there were more people like her in the stores. I was taken care of and didn't spend half my day there. THANK YOU SHIVONNE!!!! read more

Worst customer service I have ever experienced. The general manager, Carlos was condescending, extremely unprofessional and down right rude. The salesman had an issue with applying a trade in gift card toward a new phone we were purchasing. When he went to Carlos for help, he basically told us there was nothing he could do and that we could purchase other things and he would credit that. Meaning we would have to pay full price for the phone. Another worker, Roman stepped in and actually had to show the manager how it could be done. It ended up they were going to credit our account and we asked that he do it while we were still in the store so that we knew it was taken care of. He argued with us that he wasn't going to do it until he had time and would not be able to give us anything to say we were getting the credit. At one point he actually said "If you keep giving me an attitude, I'm not crediting you anything." He laughed while we were trying to talk to him, tried to speak over us, and basically treated us like children. I have a feeling if my husband was there his tone would have been very different. read more

I just wanted to upgrade to a new phone. I was bombarded by a Verizon Fios customer rep to tell me how great that product was, and how terrible Cablevision is. If I wanted to talk to someone about Verizon Fios, I would have requested it. Upon meeting a sales rep, I stated I just wanted a new phone. From there he tried to have me add $15 a month to my plan, buy one of their crappy cases that I already said twice before that I didn't want, and have me add more data to my plan. Absolutely brutal. read more

awful customer service! i was spoken to as if i were crazy when i asked for help setting up my new phone. side note, i had just switched to verizon from another carrier an hour prior at the same store. do yourself a favor, go to somewhere else. read more

If I could give this store zero stars, I would. My new Note 7 arrived with questionable battery life. Clifton was willing to exchange it with no problem, I walked in, the rep went immediately to the back and emerged with two phones, offering me black or silver because they didnt have blue. I declined and went to Totowa. Instead of a exchange, my phone was subject to inspection like an abused child, even brought to the back. The rep did change some settings and I was willing to give it a try. During the course of the day though, the S pen jammed, I couldn't get it out. I was in Union County, so I went to the store on Rt.22, wonderful location, helpful, friendly staff). The tech there couldnt get the pen out, either. He said I needed a new phone, went into the back and emerged with black and silver, I wanted blue. He looked up the blue phone and Totowa was the only store that had it. I went BACK to Totowa, hoping to replace my phone. I walked in and they must've recognized me from the morning. I explained what happened to a rep with dyed red hair ( I won't mention any names) and she told me, nastily, that I inserted the stylus in backwards. seriously? I told her that was impossible and she came right back at me with her lie, insisting I put it in wrong. We argued for quite a while. When she retreated to the back to get a new phone (a string along), I went to one of the tablets on display and pulled up the proof that Samsung corrected that issue and it was impossible to insert the pen wrong. She should have known her product, why lie to me? When I showed her proof of the design change, she told me I broke my brand new, less than 24 hr. old phone on purpose. Then she told me that the only way I could replace my phone would be if I bought insurance, because this was all my fault. In 26 years with Bell Atlantic and then Verizon, I have never had insurance. I'm paying a fortune for all these phones, I'm not paying another dime. I cursed her out, left the store, went back to Union to see what they could do. While in Union, my phone fell onto the counter (more of me breaking my new phone!) and the pen popped out. The tech picked it up, put it back in, pulled it out, did this five times and guess what? It got stuck again. Turns out, jammed S Pen is a problem for these phones. He still didn't have a phone, but he noted my account that the phone was indeed, dead. I returned to Clifton a few days later for a new replacement. While there, the rep told me she had another customer come in from Totowa with a jammed pen, having had no resolution there. And my new phone is getting replaced again because Samsung has recalled all of these phones over defective batteries. I have been saying there's a problem all along, I was right, Totowa Verizon staff was ALL wrong. read more

Thank you, Chris, for showing me the options for upgrading my broken phone or going through insurance to get a new one. I ended up getting an upgraded phone and waterproof case for $50 less than what I would've paid to get the same older phone I had through insurance. But the best part was time efficiency. I was in and out of the store in less than a half hour after work, which was a record compared to other Verizon stores I've been to. Chris was friendly, knowledgeable, and extremely easy to work with. read more

AWFUL!!! DISHONEST! HORRIBLE Customer Service! Went to upgrade a phone, the seemingly friendly salesperson also sold me an iPad ! She assured me after the initial purchase price my bill would stay exactly the same or go down a dollar or two ! She calculated it all out and told me with promotions and discounts this was accurate !! This was NOT THE CASE !! My bill was much higher !After hours and hours on the phone with Verizon and the Verizon store they assured me if I returned the unopened iPad everything will be taken care of! I immediately made another trip to Verizon and was told by the salesperson she was mistaken about the bill not going up and that she would fix everything ! ALL LIES ! On my next bill I have $55.00 worth of charges for the iPad ! I had to go back to Verizon again and after 90 minutes they assured me it was now refunded and fixed ! Not true I called Verizon via 611 they told me they only refunded part of the 55 ! Finally corporate fixed everything !DO NOT USE RT 46 Totowa Verizon ! They are either scammers and don't care or just plain dumb !! read more