The level of incompetence at this location is honestly shocking. I had to explain to an employee how to transfer data from one iPhone to another--something that should be basic knowledge for anyone working at Verizon. It's embarrassing that customers are more informed than the staff. Instead of handling a simple upgrade, I was told it would take over an hour to complete what should be a quick, straightforward process. Trading in a phone and setting up a new one is not complicated, and the fact that it was treated like rocket science says everything about the lack of training here. I ended up walking out because the experience was that frustrating. read more

Rahim was amazing, spectacular, through, very helpful, and answered all my questions. Store was well organized and Safayat was also super great and assisted me with everything I needed. read more

Stopped in at 10:20 am this morning & signed in. Only 1 rep on duty &!was busy imparting a large purchase transaction. I was second in the queue. The manager was trailing the sole sales rep all over the floor for whatever reason. Finally after 25 minutes the manager asked what brought me in & said I'd be helped shortly. I asked why since you open at 10 am do you only have 1 sales person on the floor. He snidely replied there were call ins this morning. He then asked if I had noticed that it was snowing? The traffic outside on Bug Beaver Road in Troy was passing freely in both directions I let his unhelpful comment pass. I finally got totally frustrated & left after waiting over an hour with no help. read more

Gregory was a ray of sunshine on a cloudy day! Super kind and helpful when I had questions about my account! He went above and beyond to help me with my concern and was very understanding and compassionate in the process :) read more

This store is apparently for BRAND NEW customers to Verizon or for phone repairs. We went in here with some questions regarding how to move my fiancé and I to our own Verizon accounts and they kept pushing us to call the Corporate number. We understood that the Transfer Request needs to be completed through Corporate, but any other questions they just kept asking us to call Corporate which was really frustrating. We had issues getting the transfer initiated with corporate so we went back into the store to ask if they could help us guide the conversation on the phone, and they claimed they had no knowledge of what the process is like. I feel that even if they can't execute a process, that they should be able to provide information or guidance on it other than "call corporate". We took our business elsewhere. read more

they were super busy, but manager was trying to greet everyone as they entered, confirming that we had signed in. Long wait, as expected. We were fortunate to have Brandon as our sales rep - VERY knowledgeable, knew all the current Black Friday deals, actually saved us $$ by upselling us on iPhone 16's instead of 15's, cut $35 from our monthly bill. during setup of new phones, one had difficulty transferring from old phone (?old PW), so manager (Jessica?) worked her magic and transfer was successful. All staff were respectful, knowledgeable, helpful. read more

I'd give zero stars if I could avoid this Verizon at all cost unless you can get a guy called Taz. He was on the ball and took care of my simple issue right away. The blonde girl who is at the front will take your name and then Complete the long process of delivering a cell phone then continue to talk with a CHATTY KATTY for another hour obviously trying to sell her a cable or God knows what ??? All while ignoring I waiting customers. They're gonna make the excuse.. they're short on people??? WELL hiring people isn't the issue ! it's a training people !! take care of people and move on. Don't small talk. read more

Terrible wait time Takes very long time to assist Will make sure not to come here anymore read more

Just went to this store for simple questions , employee got an attitude with me !! I've been with Verizon for 25 years never once dealt with the lack of professionalism like this. Worst part manager was right next to her . Unbelievable, I would recommend they fire that employee and put the manager through more customer is always right class . Common sense is not common here folks. Suggest any other retailer but this one on big beaver in Troy . I will be following up with Verizon about this read more

DO NOT GO TO THIS STORE!!! CUSTOMER SERVICE =0 at this store. I went in yesterday and waited for an 45 minutes before I was helped. Meanwhile it's at least 6-8 employees in the store just talking to eachother instead of helping customers. They told me it would be a 15 minute wait with 2 people in front of me. Yet they skipped over me and went straight to the person who had just walked in the store and said he needed help and that was his first time in the store. Then when they actually do help you they don't listen. I had to get multiple hand written notes by employees because they kept messing up and said they would correct it two days from now. Which I don't see why it takes two days to correct anything because it didn't take that to spend my money with them or do anything else in their favor. I am truly sad that I signed up with a plan with them: I wish I would've went with my first mind and went to Tmobile instead. These are only today's issues, I've had to repeatedly return to Verizon because they do not fix the issues they say they did and I've only had service for a month. Literally the worst experience of my life dealing with this store alone & this company as a whole. If I could give negative stars I really would. read more

After my experience at the Verizon store near me, this is my go to Verizon store. I had previously becoming here when I was on a family plan with my folks as it was about a halfway between us point and the workers were incredibly helpful. I got my own phone plane earlier this month(first Saturday of June) and the worker who helped was incredibly helpful (not 100% sure who it was; maybe Naim, though I know that Matthew was the one who put the screen protector on). He went over all of my options and answered all of my questions. It was definitely a worthwhile trip. I also came here last Monday after my horrible experience at the Verizon store on Rochester Road in Rochester Hills. The amazing lady who greeted me was shocked by what I was told from the person who helped at the other store and how I was treated. She stated, that Verizon's policy was to get your phone up and running. Also that it is easier for them to put the screen protectors on as they learn/know the tricks for the various phones. It took her about 10 minutes to do it but that was really because she is a perfectionist on it. Everyone has always been so helpful at this store. And even though I'm not meeting my folks because I have my own plan, I will continue to come here. read more

This was my second time at this particular Verizon, which is usually in a great location (but the Big Beaver Rd. construction is killing me). The first time, my Galaxy S3 had abruptly died a day before I was to leave for vacation. Because I had an extended warranty on it, they were able to ship me a "new" device (refurbished) overnight, which was great. This time, I worked with Jeremy, as I wanted to buy a new phone. I was leaning towards the S6 but asked him questions about the iPhone 6 as well - I'm versed in both iOS and Android, as I'm an iPad user and my parents both use iPhones (but really I think I'm more of an Android girl, at least when it comes to phones). I decided on the 32GB black S6, and he patiently answered all of my questions and concerns. I had a question he couldn't answer about one of the Android features and another rep stepped up to answer it for me. No complaints this time around at Verizon either, and I like this one because it's usually not busy - today I went at 5pm on a Friday, and the previous time was around 9am on a weekday. I'll be back to this location over others next time I need Verizon assistance. read more

Very rude and not helpful at all. It was so bad that I left and have decided to get a phone from a different location. When I showed them my broken phone, they told me when it was my turn that they would come out to my car and grab me since my phone doesn't work. 40 min go by and was still waiting. So I went inside and then was informed that they tried to contact me 15 min ago...I told the man helping me I don't have a working phone and that you guys said you were going to come to my car. The guy proceeded to be VERY rude. I left really upset after this interaction. I really needed help with getting a new phone and left in tears. Will not be coming back here. read more

Not happy with the Service! I do not recommend this place! Hopefully they will figure it out!! Great location! Lots of potential, They just need some work with their staff, also customer service!! I end up just going with AT&T!! Had a good experience, in and out in 20 minutes!! read more

If I could leave a 0 star I would, but basically I walk in the store I get greeted and she starts talking to me after I tell her I'm getting the new iPhone 14 pro max( which they didn't have in store) at a different store she just said wait somebody will be with you . Really bad customer service because they were other employees just sitting down at the table not doing nothing. Don't recommend this veziron if avoid must do at all cost. And they ruin my Christmas thanks allot‍ read more

My experience at Verizon on Big Beaver road in Troy...horrible service. I have to express my experience at this particular Verizon is usually good. But not this time. I came in to upgrade on two iPhones (not the newest). I realized the employees are more into selling your items, then focusing on a customers needs to learn about their bill, new contract account. I returned an iPad (never opened) the very next day, the manager (can't recall his name) was very abrasive with me when he learned I was returning my iPad. He even had the nerve to tell me "I fought for you to have it, I had 3 other customers wanting to purchase it". I explained to him, that's not my problem, your more then welcome to call the customers back and offer one of them the iPad. I'm still trying to understand how checking a customer about how many other people wanted an item is my problem. We sat for 5 minutes, while he types in something on his iPad, never once explaining to me he's returning or has made the return of my iPad, I explained you need to learn to communicate regardless if your upset that a customer is returning an item. I explained to him he's a bit abrasive in his approach to make a sell, he was happy go lucky the day prior when I was spending my money, now that I'm returning my iPad, I can't get happy go lucky customer service. Verizon is truly on the same crappy customer service with Spring, Comcast. Willing to make a sale, but once your money is spent, they no longer provide good customer service. I wish there were more/better cell phone companies because I would leave Verizon how I left Comcast, Spring many years ago too. read more

Never, Never, NEVER buy any peripherals at this store. After 2 weeks, t hey will not back it, even if it is defective. Manager not interested in helping. Cheaper elsewhere as well. A solid"F". read more

Update: I went to a different Verizon store today and found out the reason my phone wasn't working is because Gregory didn't put the SIM card in. Definitely go somewhere else if you don't want to waste four hours of your life for mediocre service. Horrible. If you get Gregory run. I'll list out everything: 1) I went in and Wasn't greeted. 2) when I did get someone to help me he immediately started talking to a co-worker about something else ignoring me. 3) He tried to up sell me hard. I had to ask multiple times to explain the pricing and tell him multiple times I didn't want the extra protection plan. 4) HE DIDN'T ACTIVATE OR PUT MY FULL ORDER THROUGH. My phone would not activate. I went online to realize that he actually didn't do his job correctly and if I wanted to fix it online they wanted more money. Now I have to waste another hour and a half going to a different store to get this fixed. As I said if you get Gregory run. read more

Picked up a new iPhone at the Apple Store which I ordered online. For some reason, Verizon wouldn't let me activate on line as part of the order. The I Phone I was given therefore did not have a SIM card. Apple told me I needed to activate at a Verizon store. Came to the W Big Beaver location. Was put in a queue and was third in line. I observed three employees standing around. I was left sitting for the better part of an hour. I am writing this from the location. Still sitting and nobody acknowledging that I am sitting here waiting and how long it will be. I have been a Verizon customer with multiple lines for 20 years. I am seriously questioning service and pricing they provide. I think it's time I took my business elsewhere (and I don't mean another Verizon store) read more

I don't typically leave a mobile phone store with a memorable impression, but this store definitely left me with one. Let me start by saying, who actually opens the door for their customers upon their arrival? THIS LOCATION. I don't even recall the last time a store, yet alone a mobile store, did that. We were taken aback. Second, talk about efficiency! This place has the store laid out and the employees running it move very swiftly and are actually educated and knowledgeable in the technical areas. Ben, the guy who took care of Husband's phone issues, was friendly, approachable, and didn't up sell or digress from the topic that was being discussed. At the end of the day, turns out that Husband's phone had a technical issue and since it quantifies as a warranty problem, we were not charged with the deductible that we thought we were going to. Pleasant surprise, and not only that, we got the phone shipped overnight so there wouldn't be much of a wait. I can't say anything bad about this place so far, so if you're looking to actually get some answers about your mobile phone and are around Troy, this is the place to go. Plenty of parking in the back as well. We'll be back when it comes time to upgrade our phones. :) read more

This is the worst store and service I have been a Verizon wireless customer since 2004, I always go online or call customer service, but my family wanted a business account and I wasn't able to get any help over the phone so I decided to go to an actual store, I dealt with Boygan , I totally regret every service I received. I was at the store from 5:30pm -7:30pm two hours, He was supposed to create a business account for me, but that didn't happen, And I realized that after the account was established and I am familiar with the online account and the way they it works. Had to call customer service and spend another hour over the phone to get the job done properly, There was activation charges and that is supposed to be waived, had to call again for that, he added insurance on my devices when I rejected it, also the rebates he promised me are for consumers not for business accounts Lastly called the store spoke with a manager she was supposed to look into the account I. Regards to rebates never called me back, called after two weeks kept getting the female manager never called me back I had to call a week later and she said she can't credit me the rebates because I don't qualify for them Now the rebates are $250 per device and she offered $150 total I am very disappointed because I was told the wrong information read more

The worst place to do business. I got checked it I told them my sim is locked they said ok we'll get you a new one I waited 2 hours my turn came he asked me for a driver license I went to get it from my car I came back they took another customer and told me to wait again for my turn if I can leave 0 star that would be better read more

I'm not surprised that this store only has a two star rating. If I could give anything less than one star, I would. I visited this store today and it was the worst experience I have ever had with Verizon Wireless. The staff, including the manager, were rude and not willing to help or accommodate. If you are looking for a good customer experience, don't visit this location. read more

Horrible service. The guy at the store didn't have his mask covering his nose and is trying to tell me to pull up my mask up. When i am trying to explain that I can't breath with a mask on when I still had on covering my moth. He tells me that it doesn't matter. read more

I walked in the store at 7 pm on 2/20/2020 and there were no customers. The 3 associates working were playing on their phones, not concerned why I was there in the slightest. I came in because my phone screen had shattered. The manager had a bad attitude with me because I was not an authorized user on the account and told me "Sorry bud, there's nothing we can do to help" with a snarky tone. My family is considering changing service providers after this encounter. read more

There was a sign outside of the store that said please wait here for assistance. I stood by the sign, never was acknowledged. There was 1 customer in the store. Thinking that they must not of acknowledged me due to only 1 person being in the store, I went inside. I was then, finally, acknowledged by an employee and to put it bluntly he was a complete a$$hole. He barked at me that if I didn't have an appointment then he'd have to check me in or whatever else he claimed needed to be done. I get it, things are different right now. If that's the case then make it known what the process is. Don't jump down a customers throat for not being able to read minds or inherently know your company's policies. I left, was chased down by another employee in the parking lot but simply said no thank you and continued on my way. I was likely going to be purchasing a ridiculously overpriced cell phone but I guess I will take my $1,000 purchase elsewhere. As I said, I get it, things are screwed up. A simple explanation would have done the trick. Being an a$$hole and immediately going to 10 for no reason isn't going to do the trick. If I had walked into a store that had 10-20 people in it already, ok. Still unacceptable behavior on the employees part but I can mostly understand the frustration if that were the case. There was 1 customer in the store. And now my business will be going elsewhere due to lack of simple courtesy. read more

I am not upset with this particular store, but the company in general. Since the company does not prove any other avenue to voice concerns.....here is where I turn. I have been a customer since before 1999 - and the way I was treated today was beyond belief. I ordered a new phone for my son online and it was to be delivered Monday. Well Fedex lost it- - -yep, it just disappeared from the truck. That started off the worst run around I have ever experienced in my life. Fedex - quickly threw their hand up and told me to tell Verizon to send a new one. I then spend over 3 hours on the phone, mostly on hold, but mostly being lied to.....Anna will call you back in 30 minutes. Hold for 1/2 an hour and I'll let you talk to my supervisor........After starting calling at 5:00 PM I finally gave up at 11 PM. No one wants to get a new phone out to me, and no one - - no one, provided even the smallest shred of service. My advice - - take a look at other carriers......there is no way they could be worse. read more

Great store! The manager, along with Naim, are excellent sales people, in the sense that they listen to their customers and, in my case, made suggestions which I would not have thought of. There was no high pressure to upgrade, but they made my decision to purchase the right phone and plan that best worked for me, very easy. Once I made the purchase Naim spent easily a half hour answering my questions and assisting me to program my new I Phone. I wish this store and its personnel very much success. read more

We went to the store for a phone and an iPad. Carlos was incredibly helpful, knowledgeable, and understanding. Helped us through the entire purchase. Zack, the manager, also helped and the technician Rob made everything work. We could not be more pleased and recommend this store to anyone. read more

Worst service I have ever seen from a company! They don't know what they are doing. Every time I have walked in it's always waiting an hour, rude service, they don't know what they are doing and never can help out. They will talk in circles and you can never get anything resolved. I have never left this place happy. They only care if they have made a sale and money. Customers don't matter to them unless you are willing to spend money you don't have. I've never seen the people here smile either. It doesn't matter when you go in. The holidays are much worse than any other day. read more

Went in to find out our options on a new phone. Melkissa was super unhelpful when we asked questions. She gave us one option for a phone. We came in the next day, having decided on our own, to buy a different phone than she suggested. We were there for at least a half hour and no one said a word to us, so we left. Every time we've been here it's been terrible. Just go to a different Verizon. read more

So, it has been almost 3 months, and I am still on the phone almost everyday with this Verizon store because they lost the first replacement phone shipment, which once I was able to get a new phone, I made a call to Fedex to see where the missplaced phone was and they said they had sent it back to the warehouse because they had an incorrect address given by this Verizon store. Anyways, so now it's 3 months later and Verizon charged me $613 for a phone I never received. Now, all they say I can do is sit and wait for them to reimburse me my $613. Each person at this Verizon store that I spoke with, told me they don't have a date that they can tell me when I'll get my money back and it could take awhile. I was also told there is nothing else I can do. It is now 3 months later and I am still waiting for my refund. I don't care if Verizon has better service than other carriers, the trouble I have been through with customer service and the lack of care in their stores has easily helped me make my mind up to switch providers. read more

I don't know really where to begin with this review. There was nothing good to say about my visit. My phone got ran over so I went there to get a new phone which I had already shopped for and located online. I wanted to get in the store and try it so I went to the physical location. Upon arrival I checked in and was allotted a full 20 minutes to browse before anyone came out. I could not find the phone that I wanted so when the employee came out I inquired and he shrugged and said no they didn't have one out. So I told him well I already looked into it and that's the one I wanted and he proceeded to tell me they didn't have that one they would need to order it. I'm pretty patient so I was okay with it but the fact that they didn't have a model to test and they didn't have it in stock and the salesperson was completely useless, unpersonable, and really just rude made the overall experience one star. I counted three times that I thanked the sales person while we were in the process of getting my paperwork in order and not once did he respond. In fact after spending over $500 he didn't even bother to thank me. At one point I said I was interested in a phone that was comparable to the one I already had and he said none of the phones are comparable to that they don't make phones like your old phone anymore. My phone is 2 years old. The S7 Compares almost perfectly to my phone but I knew that going in, apparently he did not. When we walked out my fourteen-year-old looked at me and said that guy was really rude. Hopefully the employee sees this review and makes a career change because he's definitely in the wrong line of work. read more

Do not go to this location. I recently came to this store to buy a new phone for my wife for Christmas. I told the salesman that I did not want the phone activated and that I did not want any email sent to my wife about the purchase. I was assured that he updated the email on the account to mine and that the new phone would stay inactive until we called Verizon. This location was out of stock of the phone I wanted and they offered to ship the phone instead. A couple days later, the phone arrived and it was the wrong phone. On top of that my wife received an email regarding her Verizon purchase. Talk about a holiday surprise being ruined. I took the wrong phone back to the store and they exchanged it for the correct phone. I verified one more time that my wife's phone service would still stay intact on her old phone until she called to active the new phone. I was told again that nothing with the service would change until the new phone was activated. This morning my wife woke up and her service was shut off on her phone. I then had to call the Verizon service line to have the issue corrected. I have tried calling this store multiple times to contact a manager and every time, my call is unanswered. Do not go to this store. They are incompetent and do not care about customer service. Thanks again Verizon for making multiple mistakes on my order and for ignoring me when I try to notify you of these errors. read more

You might have a long wait but the people aren't rude about it, they take your name and keep you on a waiting list. If someone becomes free they make sure you've been added to the list or that you've been helped. My phone has been acting crazy--not connecting to the internet or wifi. My data has been out of control even though I have wifi at home and work. The Verizon consultant gave me a new SIM card, gave me a soft reset and updated my software PLUS made a note on my account that I visited the store and that they took care of the issues so that I could call customer service and dispute my data overage charges easier. I was in and out, once I got helped. read more

I walked into this store for the first time today and had a very bad experience with a salesman called Raymond. I talked with politeness though out the process. However, this person gave me the long face since the first sight. There was no greetings, no smiles and no patience. I am new to verizon and have no idea about some plans and rules. So I have some questions to clear. When this man was in the back room "checking fax", I headed to another salesman for my questions. When he was back and saw us, he seemed pissed off and asked his coworker if he was handling my business now. It seemed the second guy has lower level than him. So the second guy explained to him and walked away left me alone. This Raymond told me I needed to wait 10 minutes for feedback from the head company( later another 10 minutes). Then he walked out of the store to make personal phone call. There were three other sales reps and they all kept far away from me. I really doubt it's something about the commission. Once i became Raymond's customer, I am sold. I felt very disappointed. I walked to three of them and asked if I had the right to ask questions from different salesman. They said, oh, Raymond will assist you. He's waiting for the fax. Come on! I watched him walked out of the store and I was sure the phone call was personal because he couldn't answer earlier. I was there at that time. The second guy answered all my questions and I was satisfied. Then Raymond was back with long face. I felt I came to this store today to ask for suffer. I almost gave up but my credit score had got pulled.( Hard pull!) After I got my new phone and a new line, I walked out of the door. I will never come back to this store again! There was for sure no "have a nice day" at the end. I was an ATT customer, a t mobile customer, a sprint customer. I have never got this kind of ridiculous shopping experience with any wireless carrier other than verizon. Yuk! Even with a hard pull on my credit report, I am going to cancel my plan. Bye Bye verizon! I should have spent my 2 hours this afternoon on something else. read more

I have always had sharp people wait on me at other Verizon stores but not here. The man that waited on me on NOV 20, 2015 spent so much time on the computer trying to make a change on my account. He looked like he needed help but did not ask anyone........3 times my phone has been shut off by Verizon because of this persons mistake. read more

stay away! go to best buy for verizon services. i'm sure the 20 something stump that waited on me (dark black hair, nail through her lip) had less then a 3rd grade education. frustrating as hell! read more