"Carlos" is great and working to make the store be so, also. He fixed an issue for me that the on-line Verizon folks caused and with whom I was unable to connect after 3 hangups, 7 agents, 5 hours of my time and 6(!) on hold listening to that horrid music. He was attentive, sympathetic, knows-his-stuff (but made no promises at the beginning). He and this store are now my go-to store, and because of him I stayed with Version after a MAJOR snafu they caused. read more

I had so many issues simply porting a new line I had to my Mom's existing number. I live in a different part of the state and spent 2 hours in the phone: 1 hour each call and the second call dropped and no callback from Verizon. Come to find out they were in process of porting MY number even though I told then many times which number to port to and from. A young man (last name Leon) at this location was the only one who helped my mom for an hour. She left a happy camper. Thanks, Mr. Leon....hopefully you get a promotion! read more

A cell phone store that doesn't service cell phones...terrible customer service, the lady was rude and short with me, noting that they only give "white glove" service after you initially buy your phone. Will not return read more

Jacoby was outstanding and went out of his way to print me a return label for the internet gateway tower when the Victor store would not offer any customer service help at all. Victor people you need to come to this store because that one just won't help peeps. Nice job Jacoby and Webster Verizon! read more

Holt Road store is terrible. I went in today to find 4 guys standing around with nothing to do. I explained my problem, 1 guy "specialist" took my phone and tried 10 minutes without success. His advise was to call tech services. There is another Verizon store 5 minutes away, I went there. I explained my problem and he fixed it within 3 minutes.​ read more

0/10 DO NOT RECOMMEND been a customer with Verizon 5+ years. went in today after work because yesterday I did an update and my phone stopped working. I didn't have time to go back until next day after work.. by now I haven't had a phone for 1.5 days- I went in and was NOT greeted. I asked why my phone was saying no SIM the lady Paula stated she didn't know. Asked the manager Coby who had no answer and directed me to Best Buy geek squad. They had very poor customer service. I saT across from Paula and not once did she ask me a single question just silently messed with my phone, didn't tell me what she was doing just got up and kept going away with my phone. Had a major attitude. Manager was informed and seemed to just act like "whatever" read more

I would not even give one I recently visited the Holt Road, Webster store. My visit was to exchange an item I purchased (car charger) however it was not for an iPhone. I waited until male clerk #1 approached me. I was signed in, I explained that I was exchanging an item that was mistakenly sold to me that was not for my iPhone. I needed to get the car charger that supported the iPhone. I had my receipt. Male clerk #1 told to sit on a bench and someone would be with me in 20 minutes. The male clerk #1 then exited the floor and returned in 20 mins later (possibly on break?) and I was still sitting and still waiting Finally I was waited on by a female clerk, explained what I needed and she attempted to do the exchange. She called on the help of the male clerk #1 he took over and couldn't get the exchange to process. I was told after another 20 minutes of waiting that the computer system wasn't working and I had to come back. I was not happy after waiting close to an hour for an exchange. I couldn't understand why he couldn't accommodated me (the customer) by giving me the proper item and taking care of the exchange whenever his computers came up. He grumbled when I expressed this to him. He said he had to keep my receipt. I told him he can make a copy of the receipt but he cannot have it since I had two other items on that receipt. Apparently that store does not have a copier so he took a pic with his phone. Really sad that customer service is not priority in this store. Walking out a mom and a daughter engaged in conversation with me and was also dissatisfied with their visit. This is my second visit and both times I had poor service. The first time I think the clerk with the dreads was a new hire and was incorrect in answering my questions. He went to check on the answer and I took the opportunity to ask a more seasoned employee to please help me or at least work with him to help me. She said they don't do that but she will keep an eye on me. Well that didn't happen and I was so frustrated I just left. So sad that incredible customer service reps are a dying breed Sitting and observing the interactions with some of your clerks and the customers it was painful to watch how those customers were getting mumbles, no eye contact nor were they communication with the customers to tell them the process, customer would ask question and response would be minimal explanation ... I'm NOT giving this location another visit ... read more

Would give zero stars if I could. Went a few days ago and the employee had to ask the manager how to do everything to the point where the manager really should've taken over and let the employee watch&learn. I gave up and tried to do everything over the phone. Returned again today and store was unexpectedly closed despite having posted holiday hours. FedEx and UPS even had posted notices on the front door indicating store had been closed for days. read more

If I could give this store less that 1 store I would. This has been by far the worst customer service experience of my life and there is still no end to it. They sold us a phone during a "network outage" so the phone did not work, ordered a replacement phone for a device that would not turn back on after they were in possession of it, that never got delivered and then failed to refund the money they charged us. Every step of the way has been a failure on their end, if you are looking for a phone please avoid this store. I am not one to write negative reviews because I have worked in a customer facing role however this one set me over the edge and felt compelled to warn others before they had the same issues. read more

This is the worst store!! Purchased a new phone and was told there was a promo for free tablet just had to pay for the monthly plan. I never use tabs but figured for the $11 a month for the plan I'd take it. Then I get my invoice and the tablet is on there. Called the store and was told I had to call corporate. Corporate wouldn't do anything told me to call the store - total scammers. read more

I had switched my cell service from Verizon to Spectrum in the middle of August. My husband's phone was easily transported and mine was one and one week later on September6. I called Verizon on September 14 and was told that the last bill would be $95.00 to complete paying for my service. I received and autopay text message on September 27 for $166. I went into the verizon store in Webster, NY today and when the young man, Solomon, pulled up my bill, they were still charging me for my phone and my tablet. He told me he could not stop the service on my tablet and woul have to their Customer Service to end the service and finalize the bill. After several calls, I was unsuccesful at reaching anyone. Why couldn't he end the service? read more

I was very upset to get home and realize that my "old" iPhone charger would still work for my new phone after he insisted on selling me a new charger telling me my old one would not work. now I have to go return it. grrr read more

If I could give this store on Holt road a zero I would. Went there to inquire about some questions on different accounts and Colby was beyond rude and arrogant. The way he talked to us was extremely unprofessional. I've worked in customer service for over 8 years now so I understand working with people and I'm in disbelief that when I asked what the difference between a business account and a consumer account was I was told and I quote "ones a business account and one is not". I wasn't there to switch the accounts by any means but it would have been nice to have a few questions answered. He made us feel stupid and a huge waste of our time. Verizon customer service is just getting worse and worse. You can't go to the store for anything other than a new phone. I've considered switching to Spectrum for some time now and I'm starting to think this may be the right move after todays episode. Colby in Webster on holt road needs to clearly be re-trained and if he doesn't like people maybe he shouldn't be on the front line where that is his main focus. read more

Horrible service. Started off by saying he hated Apple products (after knowing I wanted to upgrade to a new iPhone). Was not helpful in my question on comparing the phones I was looking at. Was EXTREMELY condescending when I said I was going to buy my case and screen protector somewhere else. Told me about the upgrade fee and tax that I needed to pay today nonchalantly and when I asked about how much those actually were he seemed annoyed. All-in-all he was not informative at all (I haven't upgraded in 2+ years so I was hoping to have someone helpful through the process) and it was a bad experience. Made me almost want to leave Verizon all together because I could tell he was mad he couldn't upsell me the whole time and they charge you a $40 upgrade fee now, even though I was overdue for an upgrade. read more

Great customer service. Hunter was absolutely phenomenal with lots of knowledge and patience. I totally recommend you seeing him. He will go above and beyond to give the best customer service. We will be back just to see Hunter going forward! read more

Great customer service! Had an amazing experience with employee Mariana! She was extremely helpful and took her time helping me out and answering all my questions! I got a brand new iphone 7, replaced my iphone 6, and donated my old iphone, and I was out of there in 30 minutes! read more

First off, i'd say I would give them 0 stars if I could. I broke my phone the other day while I was at the lake and I have a back up phone so I went to my local Verizon to switch phones and activate my backup. i did like the first guy which gave a big smile while I walked in but he ended up walking away and I was directed to this gay dude that gave my nasty looks and said he can not switch it and there was nothing he could do so I went two days without a working phone... Today I went to a different Verizon in Victor walked in, was there for 5 minutes and walked out with a smile on my face and a working phone. read more

The store manager at this store is HORRIBLE. I went into his store yesterday because Customer Service told me to return an item and they would take care of credits due to the situation. The store manager states they would not take the item back - after I made a special trip back to this location because of what Customer Service told me to do. When I asked why he was not honoring Customer Service he states "Customer service does not tell me how to run my store." In our interaction (that lasted all of 5 minutes - clearly showing how much he cared to help) he never asked me the situation to see why I was coming in and refused to look at the notes from customer service to see what I was told to do. He printed out my contract, placed it on the box and as he handed the items to me he states "This is your tablet." No attempt to find a solution that may work - just a copy of my contract and no attempt to help. Clearly the service ends with the sale and the contract is viewed as a way to hold customers hostage. Maybe we should consider treating customers like they are valued even if they are not spending more money at your store? Customer Service and the stores do not like each other at Verizon but to put customers in the middle of that and to treat customers this way is just not acceptable. There were very few customers in the store so they were not busy and trying to help anyone else, I was not at the store near closing when we would expect them to just rush to get the store closed on time - this was just how he felt customers should be treated. I would avoid this store at all cost. If this attitude and lack of desire to help customers is coming from the most senior leader in the store it is clearly a culture that is acceptable to this team. I will never offer business to this location and with all the support and help that I have received over the phone from customer service - I will be just doing business by phone in the future. I do not need to make a special trip to Verizon Wireless and be treated this way when the nice people over the phone care about customers, want to solve problems, and offer solutions to problems. Please note - previous reviews also show that the manager is the problem at this store. Maybe Verizon Wireless needs to remove the manager from his position since clearly there is a pattern with this particular person. read more

Called ahead with my question and request and by the time I got to the store, Kevin had already set everything up for me! Super service - not sure what the other reviews are talking about read more

Stay away from this store. Just replaced a defective iphone6. No data or settings transferred. Went back twice and they could not help. Inexcusable service. read more

Terrible, slow service ! Never enough people. Wanting to pay cash for a bill and waited 30 minutes !!!!

Dionisis was a pleasure to work with - we had a miserable experience switching off of Sprint, and it made us feel much better to work with Dionisis and Verizon in general. The process was painless and the service was extremely friendly and informative. read more

Checked in and still waiting to be seen. This place takes way too long. Not sure why people that came in after us have been seen already.

The customer service here is always perfect. I have many fair reasons for admitting this. Unlike most stores in the area that are 3rd party Verizon stores this one is not a 3rd party store, this store is actually owned and operated by Verizon Wireless. Due to the fact that this store is owned by Verizon itself that makes the staff there extremely knowledgeable and very well trained. I have personally worked with the store's general manager Dan, who is fantastic! I drive all the way from Henrietta just to work with the staff at this store in Webster. I never feel pressured to buy anything. They are also always 100% transparent about what they are selling and what they are recommending. Considering this is primarily a retail store and knowing they have zero to little power with anything outside of selling me products and services, whenever I have a question they know how to direct me with the correct people and how I can get a hold of them so that I can help and the answers I need. read more

My husband and I went in last Monday to buy 2 new iPhones X's. There were 4 20 something yr old employees working and NO customers. We were told we missed the sale of buy one get one by one day! They all started laughing & giggling so unprofessionally. When we asked about the over 55 deal that T Mobile has of $60.00/ month, they laughed at us again!! I said to my husband we should go to T Mobile & and one entitled idiot responded " you're going to T Mobile?" and all laughed hysterically!! Such utter disrespect and disgusting attitude from these employees caused us to immediately leave and go to T Mobile where they honored the sale and we now pay $60.00/month for both lines!! Never ever go to the Version store on Holt Rd in Webster!! Unless you want to be insulted by rude, uneducated idiots!! read more

Went here to upgrade my phone. Sales guy ALFREDO told me my upgrade came with a free apple watch. 3 weeks later I get the bill for the watch and verizon refused to return it. read more

Signed up for a plan and was promised a specific price, and then bill went up $20. When I went to the store to figure out the issue, they told me there was nothing they could do. Definitely feel very taken advantage of. Do not recommend. read more

Sales yes, great, but service or anything technical = deer caught in head lights. Vague responses or their chatter quickly dies away when topic is off sales. Sales rep was attempting to talk my child into an unlimited data plan and he is not able to ok anything. The sales associates' latest technique seems to be to begin talking very loudly when a customer is asking detailed questions. Ask LOTS of questions, they hate it. They will say it is ok but it's not really cause you are then running the conversation. It is ok to ask them to stop talking a bit until you have written down the details. Control the conversation; stop, get up and move if they just keep on talking. Its just a sales shop. Two can play the game. Do your research before going in, develop a qoal plan on why you are walking into the store and stick to it. Do not be swayed on how they talk to you. Their delivery is meant to put the customer off balance, stay focused and don't believe most of what they tell you can't be done. It always something read more

bait and switch. sales story was anything but honest. Switched to Verizon and got stuck with an outrageous bill from the previous carrier, went back to ask - was told I had to call the 800 number. no help. 800 number told me the sales team always does this and corporate has to "clean up their mess all the time". I get no credit like they said at the store and was hit with termination charges they never told me about when I could have just turned my phones in to the previous and paid next to nothing. Verizon took the old phones - cant get them back...., and I have no options but to pay a $2,000 bill when I could have paid $300. lies, half truths, and many many details left out to make a sale. they even CALLED my previous carrier and pretended to be me to get the final numbers!!! ......by the time you have the real story, you cant get out of the contract. BS. WATCH OUT. read more

I walked in and the person who signed me in asked what I was there for. I told him my phone was dead, he took out the battery and said it got wet and put me on the waiting list. I waited over 1/2 hr. When it was my turn, I was told the battery was dead and they don't sell batteries (why didn't the first guy tell me that??). He sent me to Henrietta to a battery store that he assured me would have the battery. I asked him to call the store to be sure. He said he did and got voicemail but assured me they were open and they had the battery. They didn't. I had now driven one and a half hours total one way. I stopped at the Verizon in Henrietta and told them I really needed my phone and could I rent one or something. They sold me a new flip phone for what a battery would have cost. Now why didn't the Holt road store offer me this? I was TICKED to say the least. I spent my entire beautiful day off being jerked around. This place gets NO stars from me. read more