Cancelled my personal account after 7 days. Ive been a customer of Verizon for over 20 years on my moms Verizon plan. I decided to get off my moms plan and get my own plan. From day 1, Ive had nothing but problems, CSR rep from another country deleted my account and my promotions, added a new account and someone tried to order a phone on my new account and Verizon didnt take responsibility for it. Also, my bill each day for the last 7 days with Verizon was more and more. Started out as 133.00, then 146.00, then 162.00, then 196.00, and finally 204.00 for a 1 line plan with no extras!!!! On January 18th, cancelled my account and switched to a different carrier. Was told by the CSR of Verizon (5th person), I could take my devices to the store where I made the purchases. So, we went to the Arizona Pavillions Cortaro location and it was there I explained about ALL the things I went through in the last 7 days with my new account. The CSR went to the "supposed" manager, Guadalupe, and she straight up stated she was not taking back the devices and it pretty much was not her problem!! She was overtalking both me and my husband when trying to explain everything that had happend and she was not willing to provide the "excellent customer service" that Verizon says they provide. She was resistant, rude, not helpful and could care less about my situation or what we had to say. She should not be in a management position, or any kind of higher up level, she is not for the customer, unless you are there to make a nice, big purchase!!! I will NEVER go to this location ever and BUYER BEWARE!!!! Verizon practices Bait and Switch methods. They are friendly and helpful when you want to spend money, but after, you are just another customer and could care less about helping you. Verizon will mess up your account, say they are there to help, but they dont even document your account. After only 7 days, I have switched carriers and will continue filing my reports to the BBB, Federal Trade Commission for Bait and Switch tactics, and the Attorney generals office!!!! read more

Placed an online order and opted to pick it up in store. The gentleman who assisted me was friendly and efficient. Thanks for making the purchase easy! read more

I came into the store to inquire about internet service. After an attempted bait and switch with the price, I cancelled the transaction and walked out. I thought that was the end of it, but I was wrong. Apparently, they continued with the application and opened an account in my name. I received emails that there were changes made to my account after I left the store. Now I am receiving notices that I have been billed by Verizon and I never opened an account. I went to the store to get this straightened out. The salesperson insisted that it was not happening. I have the documentation. I'm supposed to believe him or Verizon? I asked to see the manager. Shannon came out with an attitude. She was snippy and rude insisting it wasn't happening and telling me I should call customer service. I tried to show her to email documentation. When I suggested that she should get this resolved and that I shouldn't have to spend hours on the phone with customer service because of their error especially when I am not a customer at all, Shannon announced to the store "I HAVE NOT DONE ANYTHING WRONG!". I asked for her supervisor's number. She became irrational and refused to give me her supervisor's contact information and refused to give me the customer service number. That's not how people who haven't done anything wrong act. It seems she was afraid to have her actions in this matter reviewed by her supervisor. What kind of customer service is that? In the meantime, I am being charged because of what seems to be identity theft and fraud. It appears that Shannon certainly doesn't want to get to the bottom of what may very well be a serious crime happening here. Considering my experience, I would caution anyone to take care in releasing your confidential information to the employees at this store to establish an account. In reviewing the feedback, there seems to be a pattern of abysmal customer service here and the same names are repeatedly mentioned. It seems at this point that maybe the police need to get involved. To the owner: Instead of replying how "disappointed" you are and how this "doesn't reflect your values" as you do on so many complaints here, perhaps it is time you took some action. Should you want to see the documentation and resolve this, please leave your contact information with a responsible employee at the store for me. I'd be happy to call the store and contact you so that someone might resolve this billing issue your employees have perpetrated. I will update this review if you can resolve this matter. You might think from their concerned response that they have reached out to resolve this. In fact, they have had my contact information all along and they have not lifted a finger to stop the identity theft going on at this store. These people are completely dishonest, and they will steal your identity. read more

I will never go back to Verizon! After 15 or more years I finally had enough. Way too expensive for what you get. Poor customer service. I switched to mint mobile and I will never go back! read more

My husband was told by Asurion the contractor for Verizon and Verizon that their store would transfer all my husbands contacts, photos, music, etc. for free after he had to make an insurance claim. When he got to this store they refused to look at his account and insisted they were going to charge him. After he got angry about this they asked him to leave the store. My husband is elderly and both a Veteran and retired TPD. He has difficulties with technology so this is a service that he was told by Asurion that Verizon would provide at no charge to him. I would tell anyone that is going to go to a Verizon store to avoid doing business with this one. Totally unprofessional behavior. read more

I went to Verizon to see if they had a sale for free phones like other companies have. The Sales person led me to believe I was getting free phones and told me my bill would be $104.00 a month. He gave me the phone and told me to finish signing up on the app. So I did that and they tried to add on insurance. I didn't get it because my experience over the years is that if I had insurance I would have to pay a deducible that would be close to the cost of going in to buy another phone. So, I didn't get the insurance. Then they download things on the phone that I never authorized to be downloaded and when I tried to uninstall them I wasn't able to uninstall. That is not right. Then I get my bill and the added more charges that I didn't approve. It was for cloud storage. I made them remove it and then again they added insurance again. I spoke to a lady that took the insurance off didn't question why I wouldn't want insurance due to the price of the phone. When my phone got broken I called Verizon and the agent advised me the I owed $288.00. I said what are you talking about and he said if I stayed with Verizon for 36 months they would have been free. I advised that I was never told that when I got the phones. I was very upset and told him I couldn't pay that much and would never agree to purchase $800.00 phones. I would have gone somewhere else and get service. I think it's ridiculous to pay that much for a phone. I don't need an expensive phone for way I use it for. The store at the Marana Pavillions located at 8150 N Cortaro Rd #100, Tucson, AZ 85743. The people at the store are a bunch of crooks and scammers. Beware DON'T GO THERE. THEY ARE NOT HONEST WHEN THEY TRY TO SELL YOU SOMETHING. THEY ARE VERY SHADY. i'M SERIOUSLY WAASNT TO GET SOME OTHER PEOPLE TOGETHER WHO EXPERIENCED BAD THINGS AT THAT SSSSSSTORE OR EVEN ANYONE WOULD WOULD LIKE TO FILE A CLASS ACTION LAWSUIT AGAINST THEM. pLEASE CONTACT ME AT MOATSKIM08@GMAIL.COM read more

Worst company ever! Surcharges and service fees they can never explain. I cancelled my service and paid my phone and all charges out in full. Confirmed 3 times paid in full. Received a bill this month from verizon. When i contacted customer service they stated it wasn't from Verizon it was from a government surcharge for porting my number to another carrier. I was told if I wanted to dispute a charge for porting my number to another carrier I would have to contact the "government" at the FTC. And then they said that I still needed to pay Verizon's service fee for billing me the governments surcharge for porting my number. How is this even legal? read more

I was there today to get a new phone and Joseph got me and my grandmother right in and right out of the store. Usually I go into a Verizon and it takes forever. But he got our plan fixed up and he showed us all the deals. Verizon was offering knew everything he was talking about this kid definitely needs a raise ! read more

So disappointed in this store. All 4 employees all playing games on their phones in the corner, only a fifth employee working in a far corner with one other customer. I handed them my phone, and said it was not working. They tried to turn on, and alas, it wasn't working. Instead of any of these geniuses bothering to attempt to charge said phone, they handed me an Asurion pamphlet and said if I had insurance on it I could get a new one by Monday. I said not good enough! I showed them my cast from a broken wrist and arm that happened the day before. I live remotely and now no working phone to call my husband for help? I'm 69. I asked if they could please contact Asurion for me as my husband works and I cannot be without a phone. They said I could pay the remaining $396 and buy a different phone. I said that wasn't going to happen. Phone isn't working, I have insurance, so it should be replaced for free. They shrugged. We found a Russell Cellular provider in Benson, AZ the same day. He fixed phone as he said my charger was the problem, then he fixed my voicemail that has been a problem for over a year. Tell me Verizon Corporate, how much are you paying your inadequate corporate office employees on AZ Pavilions, because quite clearly these 'kids' are taking you to the cleaners! You may think we have no choices now, but that will change one day in the future. Russell Cellular from now on! read more

What is the point of this store and the employees??? They don't know how to help existing customers with ANYTHING. AVOID.

NOT a Happy Camper...Let me tell you why....Go elsewhere.... I received my replacement phone in the mail. So I thought I would go and get my info transferred from my old phone to the new one. One Caveat...I am not Tech Savy AT ALL. So since I've been with Verizon for 2 years now and have been paying $100.00+ bill on time EVERY month, I figured this would be a given...assist me that is in my time of need. As I pull up in their packed parking lot I notice the closing time was 7pm, it was 6:50pm when I stepped in the door.I scurried in thinking good, I got here in the nick of time. The place was packed. Eventually a rep who had his little tablet approached me and asked what it was I was in for. I explained to him that I needed to transfer my data/info on my replacement phone so I can send my phone to get repaired , under the insurance program. He looked at me and said, "if you don't have your data stored in the Verizon cloud, we would have to use the big machine in the back and depending on your data, it may take 2hrs to download and you'll need to come back in the morning". Mind you , I have my phone in hand, yet the rep did not bother to ask me to see if I did have my data stored in the cloud....again, I'm not tech savy and I don't know what that meant. My husband then responded and said, "you close in 10 mins, we are in your store before closing, you cant transfer her data?" He again repeated, "no, because if her data is not in the cloud, it can take up to 2 hours and we wont be here for two hours" END OF QUOTE. He then proceeded to suggest to us to go to the Oracle road store they probably can do it since they are open till 8. So with that we hurried to attack cortaro and I10 traffic only to see the building CLOSED with the hours posted on the door 9am-7pm! A couple of suggestion to the owner of this store: TRAIN your people to: 1. Obviously check the store hours before sending people to another store because you are not able to help them. Excellent customer service would be to call the other store IN FRONT of the customer, to show them you are willing to help. 2. Take the time to listen to the customer and actually EMPATHIZE (I know $5.00 word here)with them. I needed this done so yes, my emergency is your emergency considering I am a customer. 3. Before you flick them off like a booger, at least attempt to care. Ask to see their phone even if only to show the customer you are TRYING/ATTEMPTING to care. VENT OVER! UPDATE: ....I did find a Verizon store on oracle and INA (421 W. Ina Rd Ste 102, OV), called Russell Cellular, Chase N. will give you Excellent customer service and will save you money. 520-797-8255 ...come to find out, I just needed to take the SIM and SD card out, re load my candy crush soda and FB app and this chick was a happy hen again! (I told you I'm technologically inept) read more

The whole process of getting a new phone these days is just ridiculous. I ordered a new phone over the phone since there's always a wait time in store without and appointment lmao an appointment to get a new phone smh. I then went to the store just for a status of it since it was well over an hour. The employee told me they were closed which is fine even though online it says 7 but begins to not only finish a simple conversation with me but closes the door while talking to me. What's the point of employees in the store anymore they're there for shits and giggles read more

For the first time I walked into the store the manager made me out of the store ask him a question about Sprint store he said he's not here and he didn't know where one is look like he was very unpleasant and rude to take care of my business I know what are the craziness understand the issue of meeting someone outside the store but at the same time he looked at me like okay I am Sprint Customer not a Verizon so like get out of my store which I did I'm not coming back my first time here in this location of town in 2 years read more

Came in prepared to drop $2k on a couple of devices. The customer service involved was sketchy at best. Alberto (yep, calling you out)... when I'm about to spend that kind of money, I expect good customer service. Your socialization with other employees and your boyfriend on your phone should come a distant second to helping the customer who's paying your paycheck. If you make commission, you just lost out buddy! Go elsewhere and find a store that is willing to help you, or better yet, online. Cheers! read more

Told me I would receive a credit of $350 and after I signed the contract 1 week or so later they did not honor it and pretty much told me o well , I am leaving Verizion for good and going to tell people all about my horrible experience read more

Completely clueless. Can I select 0 stars? Two weeks of personal visits and endless phone calls and chats with no resolution

was trying to get my iPhone fixed because my number was deactivated to send or receive iMessages this women with slightly curly hair was no help to me since I'm still on my parents phone plan and said she couldn't help unless my name was on the plan and so I asked her how I can do that since I don't live with my parents, and she told me that my parents have to give authorization on their account and so I had my dad on the phone and he was struggling to figure out how to do that and so I was trying to have her explain it to my dad over the phone but was refusing and stating it's because "he's on a recorded line" and then would hide away from me in a locked room. So I was standing around for an hour with my dad trying to figure it out, thankfully another person that works there was nice enough to actually help me and my dad and was actually talking to him over the phone and all it took was for the guy to send my dad an email he just had to accept to add on my name and was able to help me out in 10 minutes and fix my iPhone problem! read more

Went into this Verizon store to add a second prepaid phone to my account. Was sold a phone with a postpaid Sim card and the phone number assigned was already in another subscriber's name. When I went back the next day because (obviously I was unable to activate the phone) they were absolutely NO Help at all. Ultimately I was able to get it straightened out via customer service on a toll free call. Stay away from this Verizon store! read more

If you have already spent numerous days speaking with Verizon customer service on the phone for a small problem (I couldn't access my voice messages) don't waste time going into Verizon stores, the staff aren't technically savvy as they used to be years ago. I FINALLY found out by giving one last phone call to technical support (before dumping Verizon service after decades of service) from someone who knew wth they're doing. Samsung did an update on all their Droid devices that caused the devices to magically make our voice messages disappear ANDDDDD Samsung doesn't have a new update YET, to fix the issue. BUTTTT, I was finally able to get into my voice mail with a new password reset! NOW, I need to "guess" when someone leaves a voice message until Samsung gets their F'n update for us little people who bought their $1200 S1 phones! Thanks for nothing to the Verizon store employees who only know how to sell phones. (Or do they???) read more

I was told I could get a specific plan by a Solutions Specialist (Lynelle Brannon), and confirmed by the assist Mgr. Jacob Russell. They were both mistaken. Both ignored my concerns after they both said they'd "make it right" I personally delivered the correspondence between us to the STORE MANAGER!!! He totally ignored my issue. No response whatsoever. Plan to be blown off by everyone in this store if you have a problem. Hard sell then ignore you. I left Verizon after 21 yrs for only this reason. I have cut my bill in half, and get 1GB more a month to share. Verizon is EXPENSIVE and the service from THIS store is terrible!! read more

Very misleading with everything, not sure if intentional or had no clue. Verizon has been a nightmare overall with service not working, dropped calls, etc., and $80+ per line not including cost of phones, insurance, tax. I think they are in over their head with 5G and now need to scam and over charge. read more

Excellent! I stopped in to make an account update and the staff was super friendly and helpful. Check in was quick. Didn't wait long. The process to update my account was EASY and I left with perfect directions on next steps. Thank you for the super service and keep up the good work! Highly recommend this Verizon location (I wish all locations were like you...)!!! read more

The staff who work in this store are rude and not helpful at all. I was met out in front of the store by someone who help a tablet computer. I was asked what I needed and told him that I just had a question. I had an issue with my phone and needed to know if someone from Verizon could help, or if I needed to visit an Apple store and his response was "I don't know and I don't have time to help you. I have other customers". He told me to "make an appointment and come back". He was set up outside and there was no one else in line. He was rude and uncaring. I will never visit this store again. The store on Silverbell is so much better! read more

Horrible customer care, security guard was very rude to an elderly man asking about his phone no help

WTH. They replaced all the workers with a bunch of assholes. Went in to replaced glass screen and have done this 3 other times with no problems. But today. They said they don't do it anymore and to go to the mall to replaced. Bad apples. No people skills read more

This was one of the worst possible customer service experiences I have ever had in my life. First, let me start with the fact that I am tech savvy and run clinical trials with very advanced technical systems. But I purchased an Apple Watch with cellular from Verizon recently and noticed it wasn't properly provisioned with cellular service. I walked into this store to seek help. The manager Adrian greeted me at the door and because there was only 20 minutes left in store hours, he first tried to send me out the door to just call an 800 number. I knew he didn't want to deal with my issue... right from the start.... And I get it that the tech hours were closed on the east coast and we had to go thru the Verizon chat to resolve this. I asked if I could stay in the store while I did this so I could have a local store rep nearby to help with any snags. Adrian had THE WORST attitude, he spoke down to me, tried to rush me and spoke so fast that I couldn't even hear a word he was saying (the phrases I needed to tell the techs online to get my watch properly working). In addition, he started "twisting words" when the tech online asked if we could troubleshoot. He first refused to troubleshoot, then claimed he knew what the problem was-named one thing, then changed it to a different problem and outright lied about what he saw on my watch when I first walked into the store. I have never in my life seen a manager be so incredibly rude to a customer and in a hurry to just move a customer out of the store. Just downright awful. Verizon... do some better hiring!! read more

Very rude, not helpful at all, felt like I was putting them out. Called the number and it reroutes you to customer service, gives you the store hours, doesn't tell you you need an appointment. Will never go there again. read more

I ordered a new phone and realized after the fact it wouldn't be shipping for several days. Long story short, I bought a phone from this store and when the ordered phone arrived I tried to return it here per conversation with Verizon employee located in some far off land. This store for whatever reason wouldn't take the phone but they were helpful enough to make out a new shipping label so all I had to do was take it next door and ship it back. read more

HAD to get a new phone because mine died. Tried setting up my new phone and it has been a nightmare. When I picked up the phone, I told the associate that my old phone wouldn't turn on, and she said, "Oh, that shouldn't be a problem." Tried to turn it on through MyVerizon, and the automated system took me through some steps, then told me to call the 1(800) number on the screen. Called the number and guess what, they told me to click on the link that was sent to my old phone. Yes, you are correct, they sent it to my old phone that won't turn on. No one is answering the phone at the store where I purchased my phone. So, tell me how do I get my new (currently useless) phone activated? read more

We needed to find out how to use our Internet Wi-Fi in our home that doesn't have it yet but we have an iPad and iPhones went into the shop on Cortaro waited maybe half an hour and seems like they don't like to service older people there were two people helping customers and two that was just standing on the side and they just ignored us they saw us come in real bad service thank you read more

We've been longtime customers of Verizon but my wife dropped into this location today to inquire about Verizon Cloud that Verizon has been sending us texts about. I'll spare you too many details but apparently we were provided a trial of Verizon Cloud and Verizon was informing us (via text) that the trial was ending and that anything we had saved to the cloud was going to be deleted. My wife simply wanted to make sure that we had not utilized the cloud and thus none of our 10,000 pictures (slight exaggeration) of our kids would be deleted. She was hoping this Verizon store could help her out. Instead, the gentleman who "helped" her was a complete boob, and not only knew nothing, but lacked basic concepts of customer service. He told her that she would have to login to her account, which was done, but then was completely unable to show her where to go from there. When she called me to do it from my office desktop, the guy refused to talk to me via telephone to guide me through the online portal and then just walked away. Lack of technical know-how is excusable, but providing basic customer service doesn't require a great deal of training, education, or raw intellect. Just common decency and manners. read more

Needed a new iPhone. Matthew was awesome at customer service. Even handled a problem that wasn't cost effective for the store. Wasn't pushy about selling accessories either. I would definitely ask for his help again. read more

The staff is very friendly and knowledgeable about the products. Everyone is always willing to help and make sure you are happy with your purchase. Highly recommended by me. read more

Will not go back again. 1st time I went in I got a tablet that I was told would be "free" as in refunded in the next few billing cycles and never was. This most recent time I bought a phone at one location and was told it was in stock at the Cortato location for me to just "pop in and pick up with no wait". My no wait visit ended up taking me 40 minutes as they had given my phone away to someone else. When I asked the store manager Megan Jones to waive the activation on the phone I was simply told "No". Horrible customer service at that location. Will NEVER go back to it read more

When I purchased a new phone, I was told a JetPack Hotspot was included at no cost. Surprise, it was $10 a month on a two year contract. Returned the item the next day, and was charged a $35 restocking fee. The lady who helped me with my return refused to give me her card, said it was her last day? And I had to speak to a manager to get a receipt to confirm that I actually returned item. Avoid this store, just horrible the way they treat people! read more

I go in once every two years to renew the contract and get a "free" phone upgrade. Well you need a $140 activation fee so it ain't really free. But the thing that really chapped my hide was waiting damn near 4 hours to get it done. All the other customers were going through the same thing. The phone was/is a gift to my wife and she is hooked to her Droid phone like it's crack. I just use a wally world phone. I just can't see the accepting mindset of the sheep that file in and out of the place. Its unacceptable to me and Verizon acts like they are doing you a favor to take your money. Avoid this place on weekends is all I can say to you poor bastards hooked on their phones. read more

Seriously, if a company store markets and sells a device; wouldn't you think they'd at least carry some of its accessories? A simple charger, really? This store didn't even have a charger for the most generic version of the FITBIT! read more