Indifference, arrogance, and borderline disrespectful are the best words to describe this location. Indifference: when you walk in they greet you like they are doing you a favor and you're taking up their time. Arrogance: Then almost always think they know more about you than a product and or service and don't care if they show it. Disrespectful: Ties into the way they talk to you about a product and/or act when you have a question about your account or product. Some of the employees are straight salary and others are on a base plus commission. You can tell right away who is who by the way the individual works (or doesn't work) with you. Honestly it's pretty much the same at every Verizon store I've been to. I assume it's a combination of training and the way they have to make their 'numbers' everyday. They train their staff to push as much new product as they can and their quota seems to be more important than their quality of service. Needless to say Verizon has the best service(signal) in Tucson but I'm appalled that their corporate office lets them operate like this on an individual store level. Steer clear unless you absolutely have to go. read more

On May 6, 2021, Mr. Alejandro Espinoza, General Manager of the Verizon store located at 4405 North Oracle Rd, Tucson, AZ 85705, refused to provide customer service for my mother's iPhone which was running hot. My mother is Vietnamese, close to being 80 years old, and unfamiliar with technology. Mr. Espinoza also argued with me and lied to me on the phone about divulging account manager information to my mother. Mr. Espinoza instructed my mother to come back to the store and he will provide service to her. My mother came back to the store on the 7thand the 8th of May 2021, but she was told Mr. Espinosa was unavailable both times. The Verizon representative also refused to service my mother's phone and instructed my mother to have her son do it. After being refused service from the Oracle store, my mother visited the Verizon store located on North Thornydale Road in Marana. The representative at the Marana store serviced my mother's phone and was able to resolve the issue. Also, the representative informed my mother the employees at the Oracle store are mean. I am grateful for the assistance provided by the representative at the Marana Verizon store. However, I am disappointed with the treatment and refusal of service exhibited by the General Manager, Mr. Espinoza, and his employees at the Oracle Verizon store. It appears Mr. Espinoza, General Manager, and his employees have refused to assist my mother based on her age and her ethnicity. read more

A little back story, I don't own the account it's my mothers but I share time with her as a second phone. Recently I lost my phone and after an exhaustive search I knew I'd have to pay for a new one. Walked in here the first time and I told the guy I lost my phone and I need a replacement it's my only phone line. I guess this didn't process in his pea sized head because he hands me a card and says I'll need to call this number to get a claim started. I don't have a land line I don't want one, I'm often on the go so a cell phone is my life line. I could tell I was going to get no where with these people so I left and went home to ponder how I was going to call a number with no phone. I tried looking again for my phone but couldn't so the next day I went back, this time with account information and passwords. This smarmy asshole doesn't appear to understand I'm under a lot of stress at this point and trying -not- to blow up. I should mention I was more than willing to buy a whole new damn phone. However I needed the same number because that's what all my contacts know. Because I wasn't the registered owner she refused to even trying to help me instead shoving her damn ipad in my face saying who the account owner was. This time I DID blow up, I'd been without a phone for the third day, I couldn't contact my class mates ( I'm in college) I couldn't contact my school to schedule personal tutoring I couldn't do jack. (God It's so hard to not just leave this complete swear words) They may know the tech but they do NOT know how GD stressful they make it with that high and mighty posturing. As Kari B. says If 0 stars was possible I'd agree I would not return there even if they gave me a free iPhone 5s with no monthly bill. I recommend the smaller store in the Foothills mall, the staff there was polite and helpful. I'm still waiting for the issue to be resolved but the foothills staff without even trying makes this group of louts seem like kings. read more

Being lied to at a business really bites. And I have a long memory. I went into this store to discuss changes to my plan. I knew I was "under contract" for a device and was hoping for some kind of help with an early termination. The General Manager signed me in and I told him at the time that I would most likely need his involvement. The wait was not terribly bad. The GM brought over a young lady sales person and I explained what I wanted to do and what I hoped to achieve. I was clear that an absolute no could have the impact of taking my business to another carrier. The rep explained that since the device was under contract there was nothing she could do and there was nothing the GM could do. The early termination fee would stand, and she explained this is why the companies have these contracts. I told her. to go ahead and disconnect the device and she told me that this could not be done at the store and that I would have to call customer service. I expressed that I came in to the store for this reason. She explained that the store could not disconnect a line and to call the 1-800 number. That ticked me off more than losing the appeal for help on the early termination fee (after all I was under contract). I called customer support and explained that I needed to disconnect a line. This rep already had notes from the store rep on his screen and asked some more questions. I explained that I knew there was no way that Verizon would waive or help me with the early termination fee. He contradicted me and stated that yes, they could look at the situation and possibly help. I stated what I had been told at the store and he told me that the stores were able to make those determinations and that I had been told incorrectly. The phone guy went on to explain that there is a disconnect between retail and phone support and that the stores just get focused on sales, and can be lazy about helping customers. After a few minutes he offered to waive a portion of the early termination fee, which considering I was on the hook for the whole amount, was a constructive offer. I quickly accepted and wrapped up my business. So I spent time at the store and the rep I spoke to lied to me. Whether it was an act of omission or commission is not important. I even told the GM that I would need his help. I got the company line. I don't have an overt belief that any of the other companies are really any better, but it leaves a nasty taste in my mouth that this local store so easily dismissed my situation and that their phone support people not only could help, but also pointed out the gap in service that exists at the store level. read more

They hassle you a little bit for buying accessories. The line is ALWAYS long. Good thing they take your name down when you walk in. Staff is funny and courteous. Saturday is wear your team's jersey. read more

The store rep who checked me in was abrupt and not very courteous. I ended up leaving after 20 minutes of waiting. The customers who came in after me had to wait almost 15 minutes before someone came from the back of the store to check them in. This is the closest store to me so I have visited it most often but it is truly lacking in customer service. If you just want to walk in and purchase accessories from their display, there is no one to help you. You have to check in and wait. Customer service needs to be re-evaluated and possibly training of employees. read more

verizon sales guy access buying limit on Verizon...tells me my old phone will not work on Verizon....cause its from At&t..I ask him for a sim card anyway....he says I cannot have one....then in spanish he tells the manager to look at the computer that he is holding....mira..."he is eligible for an upgrade"....I understand what he is says....so I call him out....he says why don't you buy a new phone. I ask him to lend me $200. I ask for a sim card to put in the old phone....He says it will not work....I say give me the sim card. he makes sign for it....i do. The only difference between a car salesperson and a computer salesperson...is the computer sales person does not know he is lying. these guys are are not selling computers. read more

I just left from this store specifically and can't say how many customer service problems I've encountered at this store specifically. The greeter never look at me to acknowledge me when he clocked me in. I received the text message that there were 5 people ahead of me and I decided to wait. While I watched those 5 people get help a line built in the front. The 2 males that were done with their previous customers went straight to the line and helped those people with their needs. Neither one of them looked around for me, being next in line. One of the employees immediately started showing a walk-in customer merchandise. I waited to see if they were going to turn around and assist me but neither of them even noticed that I walked out after that. This store is the closest to me and it's the only reason I go there but the crappiest service. They need new management or to fire and rehire. Not sure what the problem is but after trying to get serviced year after year, it has not changed. read more

There was an estimated 45 minute wait when I walked in, but they got me out in about 30 minutes. David, the manager, was incredibly helpful in replacing a Bose speaker under warranty. Terrific customer service, friendly, helpful and as quick as possible. Thanks! read more

I wanted to update my review, as Verizon actually cared enough to take my concerns seriously and respond. Perhaps I misinterpreted their attempts to communicate with me and help resolve my problem. Misunderstandings happen and, if this was the case, I am fully accepting of their apology. Again, you can discern a good company from a great company by the way they address concerns and strive to continually improve. If they didn't care, I would have never heard anything from them. Ratings or not. read more

Not much to say other than we walked in to buy a phone case, found a phone case, walked out after 15 minutes because no one would even acknowledge our presence to take our money. read more

As crushed as I was about my ancient, archaic Verizon phone dying, I decided I had to replace it with a brand new one, and fast. So I stopped in upon this location knowing I'd like to continue my Verizon service (I find they have the best reception). I showed the salesman, Francisco, my slide keyboard phone, and explained what I was and wasn't looking for. He went over all the options. Not pushy at all (everyone in this store seemed very cool) went over all the options and such. I wound up selecting a phone that seemed just about perfect for me. They spent a while putting it all together including the cover screen, explaining everything, and even getting me a discount based on my employment with the county. It was a very good experience and I'm likely to return to this store in the future! read more

Everyone hates going to the phone store. I recommend going on your lunch break, not first thing in the AM because everyone does that! I went when there was only a few people, got in and out fast. The guy was helpful about my billing and upgrading my phone. Everyone here seemed like a good team. read more

I never thought I'd give a Verizon store 5 stars but our experience yesterday was nothing short of amazing. The wait was short and the service was incredible. Amy helped us with entire process of upgrading my wife's iPhone and it was painless. She was very friendly and knew her stuff. We had just come from the Apple Store, which was a complete cluster. We have been with Verizon a very long time and it's nice to see how much they have improved. Give that girl a raise! read more

I feel they were more worried about sales than customer service for current customers. If you need help with your broken phone avoid this place. read more

Customer service is good. They show you how to sign in to your account and provide consultation on the new smartphones. I get no real service with basic phones. I guess they believe they are too simple to give any real.. service... over all good experience read more

This place has bad customer service. We came in asking for a new iPhone 6. Three salesmen were busy watching football on the tv. The other sales guy couldn't get his verizon iPad thing to work. So we left for the Apple store. Problem solved! read more

I came here to "upgrade" to my first smartphone last January. The $100 store credit upgrade deal when you trade in your old phone Verizon was having was ok; they offered the iphone 4s "free" (i wanted iphone) but i could've got a better deal w/ Walmart Supercenter who offered the same deal but w/ the iphone 5c "free". What they claimed to be "free" was actually $30, & that $30 could've been avoided had i not accepted the incompatible car charger they gave me (because it is incompatible w/ the Lifeproof case they offered, they should tell us that.) Also the guy put the case on w/o water-testing the case first, which Lifeproof recommends. It even says on the case in big letters to water test it. And when he took it off, he took it off in a way that damages the case. Also against what Lifeproof recommends. Second and more importantly, i had to exchange my "new" iphone 4s three times w/ them & retrieve my contacts 3 times w/ them. It wasn't until i went to the Apple Store that i found out they weren't giving me a new iphone but instead partially used iphones! Apple gladly gave me a new iphone that you could tell was new this time because it had a setup process. Apple Store said they had many customers w/ the same issue. The manager of the Apple Store said that Verizon sells used iphones. Interesting because my relative who got her iphone 5 a year or two ago said she didn't have that problem when she went to this Verizon store. I was so disappointed at Verizon and especially that Verizon store that i never went back to that store to retrieve my contacts & instead went to a different Verizon store, at which, i wasn't able to retrieve all my contacts but i retrieved the old ones. The manager at this Oracle Verizon Store, across from the Tucson mall, was also unhelpful. Especially when it came to retrieving my contacts. He said, "we assume all our iphone customers use icloud to retrieve their contacts and therefore wouldn't need to come in to the store to do so. But the short female w/ long hair down w/o glasses, i can't remember her name, was the only employee there that was kind & professional to me & recovered 100% of my contacts when i went solo. Unfortunately this was during my 2-3rd visit of 4 visits to this store. Because i had to lose all my contacts again to get a new iphone from the apple store. I've always had great service, kindness, & professionalism from the female employees at this store, but the males, nope. Thank God Verizon, or Apple whatever, has a 2 week refund policy that allowed me time to resolve the issue. Unfortunately though whatever old phone u give them, they can't give back, unless its the same day and u be forceful in ur complaint. Applause to Apple, thumbs down to Verizon customer service. The Verizon employees there are paid on commission (they told me) so that explains a little; but is still no excuse for a lack of professionalism, care, kindness, respect, & quality service from what's supposed to be the #1 phone carrier. read more

Walked into the store in a good mood, ready to get a new phone to replace my last. The sales person who helped me, I believe his name was name was Michael- he had a beard, was rather rude. I understand that there is company policy's and procedures, but there is a way to explain this to a customer without being a jerk. At first I brushed it off, but the way he spoke to me continued to be rude and condescending. I've never had someone in sales talk to me like I'm such a moron. Maybe he was having a bad day himself, or didn't want to be there; whatever. So I walked out, irritated that I wasted my time. There is plenty of Verizon stores, I will go to a different one where the sales representatives friendly and helpful. read more

Jose the store manager embodies the old saying, "We are the phone company and we don't care." I went to the store to transfer a plan from another customer to my phone. We followed the instructions on the web and I verified by calling 611 to ensure we were doing it correctly before we went to the store. The other customer and I walked up to the counter and explained what we were doing to the Verizon employee. She acted like she could not understand what in the world we were talking about. She called in the "brains" of their operation--Jose. He told us we could not do what we had already arranged to do. He laughed at us and he told the other customer he would annotate his account to make sure he could never transfer his account through another store. The other customer got so angry and frustrated hat he just cancelled his plan right there. Jose kept laughing! I will go to another carrier as well as I won't tolerate this kind of treatment. Congratulations to Jose for getting rid of 2 Verizon customers in 10 minutes. If you are stuck with Verizon and you must visit a store you would be well advised to drive extra distance to avoid this one. read more

Worst salesperson I've ever dealt with. I was happy to switch to Verizon I love the service but the salesperson I dealt with was horrible. When I was making the switch I had to qualify, I asked her MANY times if it was a hard credit check and every time she told me nope it's VERY soft. She clearly doesn't understand what credit is, because sure enough, it turns out it was a hard pull on my credit. I had come in for a promotion something like 200 per line I asked how it works she said Verizon will just mail it to me. That was also false. She never told me I had to mail in a form and I only had 30 days to do it. By the time I found out it was past the 30 day window. She told me it would take about three weeks to get it in the mail. Finally I asked what do I need to do with my current provider she told me by switching my numbers over it automatically cancels/ends my service with sprint. That was also inaccurate. I was charged a full months bill from sprint. She was truly an awful salesperson that really doesn't care about her job or other people. I love Verizon, but if you find yourself at this store make sure you check your salesperson read more

I went to Verizon to have a new glass screen cover placed on my phone, my friend was also considering purchasing a new cell. JP who is a sales attendant was rude and off putting. He did not make sure my screen was clean before putting the new cover on and left a lot of dirt under the new glass cover. When I special ordered my cover I was told to bring it back so they could do it. JP acted like it was not his job and made me uncomfortable. I have been with Verizon for 8 years and buy cell phones, and a lot of accessories. I want to switch plans because of him. We left without the new cell phone too. read more

This is by far the worst Verizon store I've been to in Tucson. I went hear three times and the first was ok, but every time since has been a disaster. The second time I came here was to combine plans with my girlfriend to save a few bucks. I wanted a new phone, the Galaxy s5, because it was water proof, but according to the guy, and his backward math somehow it was "more expensive and the iPhone 6 was a better deal." I believe him, sadly, and bought the iPhone 6 which died from a small glass of water being spilled on it. I came back to purchase the Galaxy s5 I originally wanted and was again met with opposition. The gentlemen I encountered this time began to explain that he himself owned a Galaxy s5 and it was, "most certainly not waterproof." At this time I simply left and went to another Verizon store that sold me the phone I wanted with no BS and also did me the courtesy of letting me know I was being charged for some bogus navigation crap. read more

Worst customer service I have ever received. I bought a new iphone for the full retail price and was charged the $40 upgrade fee although it clearly states on Verizon's website that one will not be charged if they buy a phone out right and have it added to their original contract. Then my contract was extended for 2 years even though I made sure and asked the employee that my contract would not be changed at all and I would stil be eligible for my phone upgrade from my original contract. I called 3 weeks ago and they refunded the 40 back to my account but still haven't changed my contract back to my original upgrade date. Spoke to someone at this store Sunday and they said they would call me the next day after fixing everything. Never called. Don't over promise and under deliver. This verizon is the closest to my house but I will gladly drive further to a better ran verizon store. I finally got everything resolved by calling the verizon call center again and a nice man named Seth took the time to fix everything back. I called this store 3 times over a month to get this problem solved - no resolution. Don't go here read more

My 19-year old died in a horrific car accident where he was trapped and burned to death in CA-one week ago, I wanted to upgrade my phone to what he had, the Galaxy S-8, I did today, and Verizon (Juan) sold me the phone upgrade, the case, and screen protector. The screen protector broke within hours due to poor installation. I went back to to the store at 4405 N. Oracle Rd T/AZ 85705 to get a new screen protector and they said I needed to go into the Tucson Mall to a place called Zagg ( a kiosk near Cinnabon) I went there and explained the Verizon Warranty and that I just bought it today and it broke, Cesar A. from Zagg explained it probably was the installation of the protector at Verizon and they should honor my receipt as it should be under warranty. That is what Verizon said earlier as I just bought it....Anyhow the Zagg employee installed a new screen and charged a total of $61.26 which I reluctantly paid, but he insisted that if I took the receipt back to Verizon they would honor it and if they had a problem to call him, Cesar A. So I went right back to Verizon and met with an incredibly rude "Solutions Manager" named Jose Torres who said all he could do upon the advice of the warranteed upgrade and screen was to give a minor credit of like $10....I protested and he said that was all, so I was explicative on what he could do with his meager suggestion after all of the "run around" directions I received, and he told me to leave, I asked for his Managers' number and he gave me a phone number for "Ezekiel Alva" whom I called but no return call was made back to me. In business it is important to me to "deal with the issues that a customer has, and not simply skirt the issues, especially as a "Solutions Manager" Jose Torres...Please realize that your solution Jose was a poor one and as a result I expect to write several complaints to social media, and anywhere I can...Horrible People Dealing in Deceit....Sincerely, A long time-customer who is not satisfied read more

Picked up my new Iphone 6 this weekend . the young fellow downloaded my contacts successfully, but didn't take the time to inform me that I needed to redo my old voice mail, or point out the basics of switching from a Droid to iphone. Sure could have used way more guidance. read more

this place is the worst for any customer service. i was treated like my concerns were unimportant. i have been a customer since 1991 and i was treated like crap. my concerns were dismissed, minimized and they acted like i was a bother. one of the workers was NELLSON and when i asked for his boss, who was not much help either, he was just as uncaring as you could be. i asked his name, but i could pronounce it or even begin to try to spell it. i felt like if i were Hispanic i would have been treated better. there was only one other customer in the store at that time, so not like they were busy and if they were, it still doesn't call for dismissing my concerns. when i left i called 611 from my cell and talked to a real caring person. this place is awful, the worst, as most of them are. verizon doesn't have to care. too bad for us! This place DOES NOT CARE AT ALL! I will never enter this store again! read more

Yesterday went to this Verizon corporate store (not reseller) to add a SIM card (gets you Verizon service) to my new Moto g5 plus Motorola phone. Big mistake. This is a relatively new phone and I did not buy it through Verizon (they don't offer it) but have used their service for years. Luckily, I purchased the phone from Best Buy locally. Emanuel was the first person I dealt with. He scanned the box and a warning came up on his computer which must have said something like my phone wouldn't work with Verizon. He said, I can put a sim card in, but it might not... I didn't want anything to do with might not... so I stopped him from opening the box and walked out. After driving some distance, I noticed I had no cell phone service. When I called the store using a friend's phone, Emanuel replied "well I don't know what you don't know". He let me WALK OUT OF THE STORE KNOWING I HAD NO CELL SERVICE. Something about deactivating the SIM card on my current phone. So, I drove back to the store to get a new SIM card for my old phone put in. Spoke with Rafael, who was more pleasant, but insisted that my new phone was not compatible on Verizon and that he had already turned away 3 people with the same phone. I drove 6 blocks to the Best Buy store where a "Verizon expert" (on her Tshirt) got me up and going in less than 10 minutes. With Verizon. She kinda shook her head about that store. Looking at the Web, I see many warnings about using a Verizon store to install a SIM card for this phone, although some Verizon stores have done their homework and can install one no problem. The biggest problem with this store being that they let me WALK OUT OF THE STORE KNOWING I HAD NO CELL SERVICE. Bad, Bad. read more

I have never written a negative review in my life but the rudeness and arrogance displayed by employee Walter at this location has to be reported as a warning to others. I came in to pay my final bill. I told Walter that I was leaving the country. He responded, "Good for you!" What does that mean? He said they would send me my final bill and I said I would be gone. He said, "Have you heard of the internet?" By this time I knew this was an egotistical, rude and disrespectful individual. I had already tried on the phone and online to pay but since I had disconnected service I no longer was able to log in to my account. I had just left Best Buy and Target where I received the very best customer care and was glad to be living in Tucson. This employee needs a major attitude adjustment in addition to a job outside our community. I wish I knew the name of his colleague who apologized for Walter's bad behavior when I departed as it was a nice gesture. Adios Verizon... read more