I have been using Verizon as my cell carrier for over 25 years. Whether it be a phone upgrade, questions, or service issues the staff has always been very knowledgeable and helpful.They once gave me a better plan for less money without me even asking for it. I have also been very pleased when calling for online technical support, or building issues. read more

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Got a quote online. I was interested in signing up but decided to go in to the store as I like doing these things in person. Since I got a quote online, I went in knowing what plan I wanted, the phones, and knew the pricing. The manager did not want me to get the plan I asked for. I was very clear of what I wanted but I had to repeatedly tell him this. I had to keep telling him I was sure of the plan I wanted because he kept insisting I take the higher priced plan. He proceeded to start the process to sign me up, and when he gave me the quote and paperwork, it was made out to the most expensive plan and with a tablet I did not ask for, need, or want along with watches that I also did not want. I told him AGAIN that the plan he kept talking to me about was not the plan I wanted. I wanted the most "affordable" plan they have. I told him to please redo the paperwork to reflect the plan that I told him I wanted over ten times and to take out the tablet and other crap he added that i didn't want. He told me he would not do it for the plan I wanted. This is predatory behavior and I would not recommend anyone come to Verizon. He obviously wanted to make a sale and only cared about the sale and what he needed as an employee. He did not care for me at all as a customer or my needs. He understood exactly what I was asking for and what I wanted. But he decided to ignore me and my needs as a customer so that he could meet his goals. Imagine what he does to elder people or those not knowledgeable with this type of behavior or those who don't pay attention. NOT OKAY!! read more

Disappointing experience with an inexperienced employee. When I returned for the second time(with no choice but to bring my toddler) his manager said "you made the mistake you have to fix it". But did not circle back and check to make sure it was actually fixed or that I was satisfied with the service. I asked very basic questions about adding watches for kids to a cell phone and he didn't know the answer and more importantly didn't want to TRY to learn the answer for himself or me. His resolution was to send me to the Apple Store the day before Christmas. Go to any other store. Avoid. read more

I can't believe I am saying this, but I had an excellent experience at Verizon Wireless last night. My mother was ready to upgrade to her first smartphone, so I brought her in to try out the different phones and get a feel for what she wanted. We were helped by Jenn S. who was patient and answered all of our questions. I worked for VZW for 5 years, so I was able to use a lot of my experience to sort of break down to Jenn quickly and easily what we wanted. Jenn understood what we were asking and didn't try to upsell us - nor did she try to undersell us. She didn't dwell on the T&C or minute details that we were already aware of but she did make sure to point a few key things out, which was very helpful. We shared with her some of our concerns and she was able to address them directly. We wanted to upgrade to the unlimited everything plan and add a fourth line for my brother in NC but weren't sure how to go about it without having to come back another day. She offered to active my mom's now-old phone on a "new" line and add my brother on so he could just go into a local store and port his number back to VZW. We'll see how the bill looks but as long as everything is as it should be, I will sing this woman's praises. She was the perfect sales rep for our needs. read more

I'm surprised at the reviews. I went in David greater me and helped me I was there for about 30 min. He took his time and fixed my phone. Plus I got a new plan, with his help. He was professional and very knowledgeable. read more

I went into Verizon a few weeks ago, and the staff was very welcoming and helpful. They helped me turn the hotspot feature on on my cell phone. I appreciated all of their help:) read more

I will just add to this by saying "This is a store that represents a major franchise who's customer numbers have dropped in one quarter by 178,000 phone service members. This store is one of the main reasons this has happened." The Verison model has failed and needs to be overhauled. People need to be fired in the highup leadership positions, because this type of deterioration by a fortune 500 company is the result of neglegent management. This store is not the only culprit. It is the majority of Verison stores that have dropped the ball. I don't know what the future of Verison holds but it doesn't look pretty and this customer is about to jump ship and switch to T-Moble. I've dealt with this company long enough and am long overdue for a change. I gave it more than a chance and you all failed me and my family. read more

I have a brand new iPhone 13, and switched from ATT to Verizon. Problem Verizon doesn't know how to switch a carrier with sn E SIM card. They put sn android SIM card. I can't text my employer snd can only contact Verizon customers. i went to store snd said it's a apple problem. No it's a Verizon problem. Call Corpirate someone there should know. Pissed off! read more

Terrible customer service. They do not greet or direct you when walking into the store. Theres no info telling you how to get service. I stood in line after trying to get someone's attention. Someone came in to buy something and they invited him to the front even though I had been standing there and no one had asked if I needed anything. There's so many stores, find another one. read more

Worst customer service I've ever experienced. The employees only care about making a sale and if you're not making a big purchase they couldn't care less to talk to you. I've never been more uncomfortable and once my contract is up I will be switching to another carrier. The employees suck and so does management. I will never go to this location again read more

I would give them ZERO STARS if possible! Purchased a expensive phone so I bought an expensive screen protector with a LIFE TIME guarantee. The staff put it in and it within 72 hours it fell off my phone. Customer Service sent me back to the store. The store didn't do anything!!!! They told me it was my problem and refused to honor the LIFETIME GUARANTEE. Refused to give me upper management also! Will be leaving VERIZON!!! read more

Very lousy service After we told the tall skinny man we were existing Long term customers he ignored us. Upgrades for existing customers are non existent Verizon is only interested in new customers Not a good way to treat customers who Have been paying their salaries. read more

The Verizon Wireless store in Wallingford CT has the worst customer service I have ever experienced. My issues started on January 2, 2022. I visited the Wallingford location to purchase a new iPhone. My current iPhone was broken and I was unable to turn it on. As I entered the store, I was greeted by the store's manager named Thai. She explained that she would be unable to help me purchase a new iPhone at their retail store location and advised I must purchase the phone online. Mind you I had no working cell phone in order to complete my purchase. I then went to their parking lot and used my partners cell phone to go online and purchase my new iPhone to pick up in the retail stores location. After my online purchase I reentered the store. This time I had the pleasure of working with the sales associate named Stephanie. She completed my online pick up and I was able to turn on my new iPhone. I then needed to add my significant other to my phone line. Being the loyal Verizon customer that I am since 2006, I brought over my significant other to verizon from ATT. We attempted to switch his phone from ATT to Verizon. Surprisingly Stephanie was able to assist with this. She then advised to us that because I had purchased a new iPhone I qualified for a buy one get on free deal. This promotion was running until 01/4/2022 and we had completed the purchase on 1/2/22. Initially we had declined this offer as my significant other already had a working cell phone. After Stephanie reiterated that we "were leaving a free iPhone on the table" we agreed to set up this new "free" iPhone. We completed the transfers and completed the purchase.. When my receipt printed, Stephanie advised if there were any issues we could come back and see her and she would take care of us. When I got the notification that my first bill was available I reviewed it. It was at this time that I saw I was being charged every month for the "free iPhone". Given that Stephanie advised she would take care of this I quickly booked an appointment online for 4pm on January 7th to speak with her and confirm any issues and confirm why I was being charged for an alleged free iPhone. On 1/7/22 there was a snowstorm in our area. Given that we live in New England this is to be expected during January. The snow had stopped by 9am and our temperatures began to increase. I took the time off of work to attend my 4pm appointment on 1/7/22. When I arrived, I noticed that the store was completely closed. The lights were off and the door was locked. Not at any point did I receive a notification that my appointment would be canceled for this snow day. I did not receive any notification that the store was closed. Neither did I receive a message indicating that my appointment would need to be rescheduled. On 1/11/22 I was able to stop in the store again to discuss this issue. I was again greeted by Thai and Stephanie. I explained the billing issue and advised that I was paying for the intended free iPhone. They then went into the back of the store and came out a little while later. At this time, they advised that because I purchased my iPhone outright online originally, I did not qualify for the free iPhone Apparently, Stephanie had made a mistake when she confirmed that we were getting a buy one get one free deal. In order to qualify for the buy one get one free deal you had to set up monthly payments on the first iPhone to get the second one for free.. At no point during my first visit was this explained to us. We were not going to purchase a second iPhone until the sales associate Stephanie advised we "were leaving a free phone on the table." In order to rectify the situation we attempted to return the first iPhone and get the money back and set it up on a monthly payment plan to qualify for the free Iphone. I was then told that they were unable to do this because the promotion had ended on 1/4/2022, even though the original purchase was completed on 1/2/22. When I asked the sales associate what my options were they could not provide any more explanations or offer any additional assistance. It was at this point that Thai came over again to apologize that her sales associate Stephanie assumed we qualified for the bogo promotion and advised she should not have made assumptions. She advised she was unable to assist any further. When I explained that we could transfer our services to another carrier such as ATT or T Mobile as their promotions are to buy out your phone, I was encouraged to do so. At no point in time was I offered the contact information for the district manager to voice my concerns. No one has reached out to me to assist or to further discuss the issue. Avoid the Wallingford Verizon at all costs. When transferring services or considering verizon as a new customer take extreme caution. They take no accountability for their mistakes and will not offer any actual solutions and will only provide you with added stress and aggravations. read more

Wow, what has suddenly happened to the great customer service Verizon has given me for the last 13 years? The contract does not reflect what was discussed by the sales rep. The Edge to edge discount plan is not mentioned in the contract or on the bill (a savings of $15 per month).The fees on the bill are confusing because I think the plan fee is actually the discount plan plus the $10 per month protection plan insurance. Hope I figured that out correctly and that I am covered in the case of loss, damage or theft. The length of the contract (time in which you pay a "finance charge" for the new phone) is verbalized as only 18 months and not 24 months as stated on the contract. Going back to the horses mouth it was verbalized that the contract is 18 months if you upgrade your phone at 18 months. All is confusing since what is said doesn't jive with what's in black and white.. The $200 recycle credit sounded fabulous if one can actually ever see it. After misinformation, stalling, no emails in the spam folder as stated (at least not any safe enough looking to open), poor instructions, and after many hours of jumping through hoops I still do not have this credit 3 months later. Most people would be going mad by now and would give up which I expect is exactly what this company is counting on. There has always been some barrier to incentives, but this experience is taking the grand prize of all time. Online chat assistance is something that I really have valued with Verizon in the past, however it is either not available or the person takes excessive time to answer questions. Are they taking some sort of messy sandwich break or handling multiple chat sessions? I do not know. After over a half an hour of trying to find the status of the recycle credit, I thanked them for the information (that I don't have it) and rather than asking if there is anything else I needed, they just ended the chat. Great job. Also new is the $5 late charge so heads up and don't miss the due date. Oh, apparently, the new plan does not allow me to get bill due alerts. It has become very obvious why they suddenly became pretty silent about sending alerts. Why do I feel like I have become relocated to Looserville where corporate crooks financially exploit their tenants? Outside of these issues the phone works and there are still some good people working there. UPDATE: I was able to reach a customer service rep via the recycle phone number (877) 835-2024 (which phone number I had to look up on my own) and they instantly resent the emailed gift card. Though when I tried to apply the credit o my account but it isn't accepted since I have a zero balance. So now, Verizon will be sitting on my money for at least seven months and that is only if I remember each month to pay my bill using the id and pin codes that were provided today. A rep did recently reply to my yelp review and suggested I use twitter for support. read more

I have had a large amount of trouble with Verizon Wireless stemming mainly from dishonesty on one form or another. My stepson signed up for a phone on our bill which had a 14 day cancellation clause. He returned the phone in 14 days but Verizon continued to bill us for that phone for over a year until we noticed it on the bill. My wife asked about buying a hotspot and was told by the Verizon agent that we could reduce our bill as we purchased it. This turned out to be completely false. We have had to pay $20 per month for a hotspot we hardly ever use. There were other examples. When I call the company I do not get straight answers. Recently we went to a local Verizon office ad my wife was having trouble with her phone battery. the Verizon rep told her that we would have to get a new phone as "you can't get a new iphone battery". Again completely false. We went to the Apple store and bought a new battery for her iphone for $80. We will be cancelling our Verizon services at the earliest opportunity- their predatory "early cancellation fees" are another example of why we will not deal with this company longer than we have to. Eventually all this kind of unethical activity will rebound on this "giant". read more

Nov. 26th 2016 - I went online to view my bill and saw an opportunity to save a few bucks per month on 2 of my 4 lines with Verizon. I have 2 basic lines I use for the upgrade availability in addition to the 2 smartphone lines I use for my wife and my communications. By downgrading the 2 basic lines to "Pay as you go Text" I would save approximately $4/mo. So, I clicked the appropriate bubbles, clicked through accordingly. Got to the change summary and boom... Error message saying the system was down try again later. In my mind the $4/mo was not worth sitting on pins and needles for, so I just closed out the page and abandoned the venture. My typical bill is about $250/mo and $4 just isn't worth the hassle. But I did screen shot the error message just in case (I like to play things safe #trust-issues) Dec. 31st 2016 - I receive a notification saying my bill was ready and when I open it online there is a bill for $1,018.36. I got a little festered but new that it had to be an error and Verizon has not let me down before (I have been a customer for 10 years + high school 3 years), I will call and have this resolved and pay my bill when I call. -- Called and spoke with an enthusiastic male representative who was eager to help me. I explained my concerns, he empathized and kept me on the phone for almost 2 hours while he "researched" my issue. We determined there was a change on the plan that went through causing the additional $700+ in overages. I had forgotten about the attempted change until that moment when we began talking about it and he started telling me he could do nothing to reverse the overage charges. At this point I was just tired of being on the phone and had plans for New Years Eve. He told me I could just call back and he would make notes (1st problem-their notes are worthless, you still are asked to explain the problem every time you call in) Jan. 2nd 2017 - New day and rejuvenated hope that Verizon had not turned into the money centric company everyone says it has become. -- Called and spoke with another pleasant rep who asked me to explain the issue... 10 minutes later she says she can offer 25% off the overage charges as it was the most of her authority. I explained this was an error I should have been able to avoid if the system did not time out and I don't agree with the 25%. -- Transferred to a manager named K***a (I have her name but would prefer to avoid personal slander issues) who asked that I explain the issue to her. 10 minutes later we are talking in circles "Sir, you changed the plan online so it wasn't a Verizon error" "Ma'am, your website error prevented me from reviewing the changes made as it should have and yes apparently I made the error but your system was the proximate cause". She offered a 50% reduction in overages but asked I pay the difference of $300. I told her that was unacceptable by any customer service standards and I wanted to speak with a higher supervisor. She told me the total amount is above her authority to waive and she would have a supervisor review the notes and they (being herself and her supervisor) would call me back at 11:30 am MST. I thanked her for her time, agreed to the call back and we disconnected. Jan. 3rd 2017 - Waited until 3:45 PM MST and never received a call -- Called and spoke with a professional representative who read the notes briefly and understood it was over his head. He quickly assured me a supervisor would call me back in 20 minutes. I thanked him and we disconnected. -- Waited for 2 hours with no callback. I called again at 5:54 PM MST and spoke with the best representative I think they have at Verizon. She not only empathetic but she seemed determined to assist me as much as she could. I unfortunately cannot recall her name but I hope if this is reviewed she is recognized. She not only made it clear that she understood the issue but she GUARANTEED a call back through some form of escalation saying it mandates that the manager it is sent to calls me back within 24-48 hours. Her reason for the escalation was another manager was working in the account and she did not want to disrupt their progress. I thanked and disconnected. Jan. 5th 2017 - Waited until 2:00 PM and still received no call back. -- Called and spoke with the most unpleasant female representative name T***a. My call must have been routed to the WORST office. The rep was rude when asking me to re-explain the issue after I told her there would be plenty notes in the account already but she insisted so I did. -- Transferred to leadership J*****er. She asked me to explain the situation again. Now, the last rep had me agitated but this was getting ridiculous. After a longwinded explanation she tells me "Sir, you made the error not Verizon, we don't owe you any of the charges. I can't help you". So here I am. Needed to vent on the lack of service with Verizon. If a resolution is not reached amicably, I will be switching to AT&T after 15 years... read more

I had a very negative experience with a manager named Amanda. When I asked her to assist me with bill pay, she insisted that I use the automated system. I explained to her that I had reservations about doing it that way due to a unique set of circumstances. She did agree to assist me, however she appeared to be reluctant. Her attitude was very nice/nasty in nature. She was very rude. I was appalled by her behavior. read more

Have always had good luck with Verizon. Each person you work with is always gonna be different, but I got so lucky today! Had the best man help me out. Love the Wallingford store as opposed to other locations. read more

I was totally lied to by a representative of Verizon wireless. He prosperously misrepresented Verizon Wireless. I had placed an order for new service with them over the phone and he was so thirsty to make a sale that he told me, I could up to the store when the order was done and pickup my sim cards. I asked him then why am I going through you? He responded "I can have it done for you a lot faster than they can". I had been with them before for 6 1/2 years, but I was lied to and left them without even looking back. So on 2/12/17 I said well maybe they changed so I decided to try them on a prepaid account only that way if something was not right, I could just cancel my service. Steve Took my order, I placed two account orders and I had asked him in advance could I have my services turned on that same day. "He said yes" so we did the orders and he gave me his personal cell phone and sent me the two receipts & the customer service agreements. We were porting our numbers over. Anyway I went up to the Verizon store and was there for 3 hours they tried everything in the book to help us but the was Steve placed the order in the system it said he put the sim cards to ship. FREE 2 DAY by 8:00pm. So I left the store in such a rage when I got home I called 888-294-6804 and asked to speak with a manager I got transferred 7 different times and I finally had a supervisor on the line (Laura) I told her I wanted those orders cancelled and to refund my money back into my account. At first she said that the sim cards were already being shipped out and I said no I don't think so today is Sunday and nothing ships out on Sunday. What do you take me for an idiot. I told her if those orders were not cancelled and my refund was not in the bank on the next business day I was going to sue Verizon for fraud, misrepresentation & lack of understanding. In total I lost 6 hours of my day with these people. I should have known if I left them for a reason I never should of tried to go back. I reported them to the BBB. Then I got a call from an HQ Executive Relations telling me he wished it had not gotten to this place. I told him your people DO NOT UNDERSTAND, I WANT TO SPEAK WITH A MANAGER. HIS NAME WAS JOSHUA. I hope this helps someone by sparing them all the frustration and anger I went through. I will never do business again with Verizon. They are horrible. read more

My letter to Verizon: I am writing to inform you that after 15 years of great service from Verizon I just had one of the most disappointing experiences with your customer service department. I made a call yesterday (October 16, 2014 around noon -west coast time) to cancel one of the phone lines on my account. The woman I spoke to informed me that the line was could not be canceled without an early termination fee for another 11 days (when the two year contract would be up). This was confusing for me because myself and my godmother (who the line belongs to) have each called in one time and we were both told that we could cancel at the end of September. Now, waiting 11 days is not the end of the world, but after being told wrong information on two occasions but having no proof, I wanted something concrete in case there was another miscommunication when I called in for the fourth time. When I requested something in writing from the customer service rep she informed me that it was impossible. This was frustrating, but it was only the event that leaded up to my horrible experience. I am offended, disappointed, devalued, and extremely upset over the way that this customer service spoke to me. She spoke over me when I was talking on several occasions. When I asked to be transferred to a manager she transferred me to someone else (another woman), this woman was significantly more respectful, however she was also unable to help me with my request to have something put into writing (an email, a letter, whatever), I eventually asked again to be transferred to someone else who had the ability to help me with my request. The third woman I spoke to was as disrespectful and rude as the first. She spoke over me and again was unable to offer any solutions at all other than referring me to the website. When I asked to speak to a manager again I was told that there were no managers available at that time. So my question was then: why have I been transferred 2 times, put on hold, and been in a conversation for two hours when there are apparently no managers at the call center? As I said before, and as I told all three ladies; my godmother is an old lady and very well may have extended her plan, but we had both been told different dates by verizon and were now being told yet another date. I told all three ladies that in order to avoid future miscommunication I would like something sent to me in writing. All three ladies told me that this was impossible, and 2/3 of the ladies spoke over me and were extremely rude and disrespectful. This is not the level of experience that I am accustomed to receiving from Verizon, and while I am strongly considering switching my 5 phone lines to a different carrier I also understand this is only one experience. At this point I will not be signing any more contracts with this company while I wait to see what my future experiences are like. I don't need to know the details, however I would appreciate confirmation that the women I spoke to have been made aware about how much their behavior has affected my view of Verizon, my willingness to do business with this company in the future, and my trust that the company is honorable and will follow through with that they say they will do. Additionally, I would like to know what I should do in future situations if I would like to speak to a manager but the customer service representatives only give me information regarding this complaint fax number. There must be supervision at the call center, and I am concerned that the women refused to follow my directions and passed my call amongst themselves regardless of my requests to be transferred to a manager. My husband and I are both teachers and we sacrifice financially in other areas to enjoy the quality reception service that Verizon provides, however we strongly believe that our money not go toward companies that lack integrity and respect. If Verizon is not this company, then we will take our business elsewhere. Please contact me if I can provide any further information, and to answer to questions I asked in the above paragraphs. read more

horrible service. they told me I was lying and they also added a charge to my phone plan when I NEVER accepted it

This Verizon store is amazing!! Every time I go in I get nothing but awesome service and friendly help. A worker named Jeff is so polite and extremely helpful. He offers advice on purchases and tells you personal experiences as well. Much better store than the Verizon down the street near the movies. read more

I purchased my phone in January at Costco and selected Verizon as the carrier. Bad Choice! As soon as I started using my phone, I began receiving texts and bill collectors for the individual Jesus who previously owned this phone number. On so many occasions, I have spoken directly to the bill collectors and ask them to remove this number off of their call list because obviously this is no longer his phone number. I still receive calls and texts alerts day and night about his outstanding balance. I am so fed up at this point so today I spoke to a very rude individual who stated he is a manager Michael VOPIM23 stated there is nothing he or anybody else can do about it. When I asked him to send me to his boss, he won't give me anybody's name or phone number. For a company as big as Verizon, you would think that they would have figured out what customer service means. I'm going back to AT&T. They seem to care about the customer experience. read more

My online account still says I owe $940.49? My account needs to be credit back $775 TODAY and I was charged reconnection fees for 2 months on all my phones that NEEDS TO BE REMOVED IMMEDIATELY! This has caused my family a great amount of stress worrying about this and taking many many MANY hours out of my valuable life to get a problem that Verizon caused resolved! This is not acceptable to me as I am in the customer service business myself and know how to take care of my customers. I have been with Verizon for almost TEN YEARS and paid Verizon thousands and thousands of dollars of my hard earned money and have been treated extremely poorly throughout this process! I am disgusted with Verizon and feel nobody cares for the customer. This was Verizon's error and MY FAMILY paid the price, how ludicrous! Verizon shut my phone, disrupted my family and my life. Now Verizon is threatening to shut it off again, does anybody communicate in this company or is it just so big that nobody cares or wants to take responsibility? I can't even begin to tell you the level of frustration I feel trying to get answers from your company. There are many choices when it comes to communication services and I choose Verizon, what is Verizon going to do for me and my family to keep me as a customer and EARN my business BACK? What is Verizon going to do to WOW me to show that they care and have the deepest empathy for my situation that THEY CAUSED and insure this NEVER happens to us again! I work for Mercedes Benz and know a thing or two about customer service, how is Verizon going to make this right for me and my family? Why would I stay with a company that doesn't seem to care about my business? I know that if upper management found out how their customers are being serviced they would certainly make immediate changes and be truly disgusted. I can go on and on as I am EXTREMELY FRUSTRATED with your company. Please let me know where my account stands. i really want to rate this a "no star" but i couldn't read more