HORRIBLE CUSTOMER SERVICE!! I signed up in early September of this year for internet and cell phone service, but changed my mind and cancelled everything before any installation was made. I received a cancellation confirmation on Sept 18. I returned the IPhone, unused, to the Butler store and got a receipt...that was the easiest part -no problem at the store. Shortly afterward Verizon started billing me and making automatic withdrawals from my checking account. I had my bank reverse the charges, thinking it was just a mistake, but then I kept getting billing notices - almost daily lately - with threats that this will affect my credit score (which happens to be over 820). Yesterday, I finally succeeded getting (I think) a human agent in an online chat. But every 15 min or so they would switch agents and I had to repeat everything to the new "agent." After more than TWO (2) HOURS of explaining my problem, getting switched to different agents and repeating my problem, I was told they didn't have the info needed to help me. He/she said someone from "financial" would call me back within that day. All day I carried my phone around, but no call ever came from anyone at Verizon. This has taken considerable time and frustration on my part to resolve a problem that shouldn't exist in the first place, because I do not have Verizon equipment installed in my home. At this point I'd gladly pay the ransom they're demanding just to get Verizon off my back and have some peace of mind, but the $ they want from me is different every time - and I fear that they will just keep hitting my checking account, no matter what I do. The single star I'm giving here is for the helpful service I received at the Butler store. They should get 5, but I refuse to let the company take credit for their one human being when everything else is totally ineffective, subpar, and frustrating. read more

Went there prepared to buy new phone outright and was told that they have very little stock and that I would have better luck at Apple or Bestbuy. Was also told that info from Samsung could not be transferred to IPhone. Went to Apple, downloaded an app, transferred all info flawlessly to z iPhone 16, and had quite a few phones, colors, accessories to choose from that didn't need to me mailed to us. read more

I pre ordered the iPhone 16 at the Pompton Lakes NJ on RT 23, and was told by Vinny I could bring any older phone for the trade in credit. When I went to finish picking up the phone, Vinny then told me it had to be the phone linked to the account. No big deal right? Next Vinny proceeds to transfer my data and tells me I am going to need to pay the tax. No problem. When I get the bill for the "tax" it is $50.00 more than it should be. Vinny tells me this is for the data transfer, which I could have done myself, and Vinny never said to me there was going to be a $50.00 charge. When I questioned that, Vinny raises his voice and tells me take it up with Verizon. I called the store twice the next Monday asking to speak with the Manager. Left a message with Matt and a woman and never received a call back from the Manager. They obviously don't care. read more

7/5/24- The woman employee was rude, totally unprofessional, unfriendly and must really hate her job. Was going to pay off old phone and upgrade- she was so unpleasant and nasty that we'll just keep what we have and from on now deal with the Apple Store. For the amount Verizon makes on products they should screen their employees better. read more

I came here today with an issue on my portable Wi-Fi, it would not turn on. William listens to my problem and promptly went to work troubleshooting. He found the problem quickly and corrected it. It was a very quick fix. He could not have been more friendly, professional or personable. Whenever I need something Verizon related, I come to the store because I have had nothing but good luck here. read more

In my last few visits to the Verizon Butler location I have noticed that the staff is getting less helpful, and more dismissive of customers. I witnessed several people who were treated more as a nuisance rather than as paying customers. My experience was very similar. It started when I had to return a case to the store. I had also purchased, and just received, a new phone and I was having trouble transferring the data from the old device. My first mistake was asking the clerk for help with this. I began to explain to him that I tried to follow the instructions on the new phone, but I had a problem. As with some of the other customers I had witnessed, I was immediately brushed off. I have been a Verizon customer for nearly 30 years (possibly longer) and never experienced this type of indifference before. One of the reasons I stayed with Verizon when I switched to cell service was that I could get help at a store and the staff was friendly. Unfortunately, that's no longer the case. The clerk proceeded to advise me the process "was simple." In essence, all you have to do is follow the instructions that appear when you turn the new phone on. I found this particularly frustrating. Either he ignored what I had already told him about my attempt, or worse, he was inferring that I was not capable of following instructions. Without pointing out to him my frustration with his statement, I reiterated to him the that I had already tried this, but these instructions were not clear and required additional knowledge that I (nor any customer) did not possess. When he finally stopped brushing me off, he looked at the error message and he acknowledged that I was correct. But, once again, he made no other effort to help me. Instead he now handed me a paper that had what he called were "step by step' instructions and told me to follow this as it was "simple." I took the paper and I then attempted to follow what was listed. Within a few moments I encountered other issue and errors that there was no not mentioned on the instruction sheet. When I pointed this out, I was treated with indifference and as a nuisance. I was then told that they could offer me help, but at a cost of $30. I pointed out to the clerk if I had failed to follow the instructions on either the phone, or, the paper I was given I would gladly pay the $30. However, it was in fact not possible for me (or any customer) to complete this without assistance. The indifference of the employee, coupled with the non-sequitur all to a catch 22. Further, if it's as simple as he was telling me why couldn't he assist? I was advised that if I had insurance on the phone that would cover the cost of tech coach for setting up the new phone. The only thing I could conclude from all of this is that Verizon will now be charging for this service of setting up a new phone. All well and good, but Verizon should advise their customers of this in advance. I eventually spoke to a rep at Verizon and was told that some stores charge $30, some don't. I was told that some will help, but some will not. What I took from this conversation is that one hand doesn't know what the other is doing. After this experience I have decided to return the phone. What's so curious about all of this is that I spent several hours with Verizon staff selecting the phone and on this occasion trying to transfer the date. All of which cost them money. The phone was shipped to me via FedX at Verizon's cost and I was told I could return it within 30 days for any reason, also at Verizon's expense. When the end result of a completed sale results in the product being returned because the end customer couldn't get it to work one would imagine you are losing money - all of which because "simple" assistance was too much to ask for. I'm not sure how this is a successful business model; but, Verizon is so monolithic the calculus behind it's business practices do not have to make sense to the customer - or, for that matter, anyone with common sense. read more

Awful service. When I purchased my iPhone recently, there were about 10 male sales associates standing around talking to one another and ignoring customers. The one I got stuck with was incredibly rude and I found out later lied to me about carrying the iPhone 7 model I wanted. He insisted they no longer carried it and told me I only had one option--the one I ended up with. I later found out that Verizon of course carries the popular Plus model but I guess he was either he was too lazy to look for it or have the model shipped to my home if it was sold out. He wanted the commission immediately I guess. Then, I wanted to pay for it upfront. He said Verizon no longer accepts upfront payment--only monthly payment. I found out the next day that this was a lie too. Then he told me Verizon can no longer transfer date from my iPhone 6 to my iPhone 7. I had to start from scratch. THAT turned out to be a lie. Their sales associates used to be well informed, polite and helpful and casual but professional in appearance. This crew was just the opposite: unapproachable, sloppy looking--sweatpants, hoodies, etc.---not that I care about their appearance but in this case it just added to the feeling that no one is in charge of the store and customers are a bother. Anyone know of another Verizon store in either Passaic or Bergen Cty where the associates are honest and know what they're doing? I'm never going back to the Butler store again. read more

Three people literally sitting around doing nothing. Manager just stands in corner. Poorly run. You have to wait, even though no one is working. read more

This afternoon, I went to the Butler store for an appointment time I had scheduled for 2 p.m. The store was busy on Friday, so I set up the plan and arrived on time. My experience was so rude and unsatisfactory that I left the store. Is this how Verizon handles customer service? Beware it is unacceptable. Specifically, - I was there for help with the purchase of a new iphone 11 and transfer from my old iphone 7. They had none in the store, so I ordered online and waited 2 weeks for one. I was excited to get it working correctly. -There were two customer reps working with people. A young man came forward and said he could help me. It was not crowded. -When I asked him if he could place the Verizon store required mask for staff over his nose, he said it was. I told him I really appreciated if he would cover the nostrils I could see while he was incorrectly wearing the mask. - He continued to argue with me in this same manner, at one point pulling it up and having it slide right back down. I said I just wanted help with my phone and was uncomfortable with his arguing about something that I could see. I said this is easy to fix and we can go forward. - Then he got really negative, shoved the phone towards me and said I could go somewhere else. I said what? He said you can even go do it yourself. - I was stunned that he was so argumentative and abrupt with me in such a negative exchange. I asked him his name and he wouldn't tell me. I had to ask several times and he finally told me it was Jack (Jad?). I left the store. I returned approximately 15 minutes later to talk to the supervisor. I spoke with Robert who apologized for Jad's nasty attitude and negative exchange with me. They were suddenly very busy in the store. Jad was not there and they weren't sure where he was. Although Robert apologized for his employee's behavior and attitude, Jad was not present. I will figure out my phone myself. If this is the way customers are talked to and treated at Verizon, it is sadly unacceptable. Ironically, Verizon has a "Sign up for Kindness" campaign going on - some staff training sorely needed. read more

My iphone stopped taking a charge after 3 years. I went to the store in tears because I was terrified of losing priceless videos and photos, including ones of my father who passed away last year. They spent 5 hours getting every photo and video off of the old phone, which would not hold a charge so this was not an easy task, and made me laugh and helped me pick out a new phone. They also realized I get a teachers discount too and added it to my account. The whole team there was great, Neal, Javier, Alvin, Billy, thank you so much! read more

I have had a very tough time with Verizon corporate from trying to get my rebate credit for my S21 Ultra to having them fix my phone. I must have called and/or texted them at least 15 times. Before I got my credit of around $700 they banged my bank for that same amount twice. Yes, you read that right. Instead of crediting me, they charged me and helped themselves to this amount by deducting it from my bank account, not once but twice. Then I had a problem with my phone. I was not able to hear the other party on a call. After several calls and texts to Verizon I gave up and went into the Kinnelon store. Why didn't I just go there in the first place??? I was assisted by John the Manager. I don't know is last name but he had an awesome whale tattoo. This guy figured out my problem in a minute and a half and that was after I was rude and cranky. This guy calmed me right down and fixed the problem. Why is THIS guy not running Verizon? I hate to give 5 stars to Verizon but the truth is, every last one of them is for John. read more

Verizon once a vibrant company concerned about customer service has evolved into the worst cellular service company. Every time I attempt to access my account, it denies me access. Try calling the customer service and plan to wait 45+ minutes. Time to get a new carrier read more

My phone was dead and charger kept falling out. I thought I'd need a new phone. Josh helped me. He spent time trying to fix my phone, which he eventually did. Ask for him. He's chill and very knowledgeable. I will definitely come back in the future for everything phone related. Josh deserves a raise, and a promotion. Usually going to phone store makes me anxious. He assured me he would figure it out and he did. He really deserves 10 stars. Thanks, Josh! read more

Horrible horrible horrible. The service/sales rep was rude and had an attitude from the get. Been going to this store for years and will never go back. If you want poor customer service with an attitude then you'll love it here. Avoid the headache and just call the 800 number at least when you get poor customer service you can enjoy it in the privacy of your own home. read more

Worst Verizon store I've ever been too. I declined what my sales women tried to sell me, and then she goes and puts me down, and refuses to activate my phone because "I didn't want to buy a case." Ridiculous. Worst Verizon experience ever wouldn't recommend this store if it was the last one on earth. read more

Service was really slow but the tech was great once it was finally my turn however he kept trying to sell me a tablet. Had to make a whole new google account and ICloud but at least he got it working! read more

A simple transaction took hours as the salespeople there dragged things out to try to sell me unnecessary products and services. I was told, among other things, that a certain lower-cost ('close-out") phone was not in stock and was closed out. Tried to switch me to a pricier phone. Told him I would let them know. Came back the next day and another rep told me they had several of the "close-out" phones in stock. Will be switching to a competitor soon. read more

Makes me pay double for one phone line and the employees take forever to help you.i recommend not going here if you pay for new phone

They added a monthly protection plan when I clearly stated NO. Literally horrible people.

A great place to get accessories, or upgrade to a new phone. The staff is always friendly, polite, and best of all, knowledgeable.

Salesman was so rude. I went in knowing exactly what I wanted, yet he kept suggesting other options and wouldn't take "no" for an answer. He repeatedly tried to sell me little add-ons and even tried to lock me into a deal that would've been more expensive than the one I had already told him I wanted (although he talked in circles trying to convince me that it wasn't). He just would not stop trying to sell me on things that were clearly not to my benefit. The kicker? Once my next phone bill came, I found that he had indeed snuck in a monthly protection plan that I had never authorized him to add to my account. I would highly suggest shopping at another location to save yourself a massive headache. read more

If I could give this negative stars I would. Avoid this store at all costs. Two words: COMMISSION FRAUD. Long story short: paid off one phone, bought another, and my monthly bill went from $196 per month to $459 per month. WHAT? YES. Customer service resolved it. These guys are scam artists. Do yourself a favor and buy new phones online or through customer service - they don't get paid commission so you don't have to worry about being scammed. read more

These people do not know the meaning of customer service. I purchased a phone over the phone and was told I could return it w/no fee within 14 days to any store. These people wanted to charge me a restocking fee and said they could do nothing to help me. They suggested I call back verizon to get the credit which I did but they could have saved me a trip by calling them on the spot. So I now have to make another trip to return the phone to the store. Ridiculous process. It seems verizon employees don't communicate within their organization to provide good customer service to its clientele. read more

Yesterday I purchased a new phone at the Verizon store in Butler. JB was the salesperson who assisted and he was terrific. He is very knowledgeable and helped me select the appropriate phone for my needs. Even though the store was busy I didn't feel rushed. He made sure that all of the apps, data and photos from my old phone transferred over properly. He was a pleasure to work with and the customer service provided was most professional. read more

I got awesome service here. They had enough workers that I only had to wait a minute and Brian, the guy who helped me, was so patient and kind. They had exactly what I wanted and I didn't feel pressured to upgrade to something I didn't need or want. read more

I went here recently to buy the iPhone X. The sales lady/girl was SO unbelievably rude. From the beginning, I asked the girl stuff about my phone that I legit did not know thinking she could help me and instead I got answers with a "how do you not know this" attitude. She saw that I had unopened emails (which is my junk email so I don't answer them) and I told her I have all my boxes from all my old iPhones, she goes "wow that shows what type of person you are. " With a snobby attitude. When I said excuse me? She goes "Not saying your a bad person or anything" to try and cover up. Then after all this- she takes my card and charges me and continues to put my card in and out. So, I ask her if I was going to be charged 5 times since she kept doing it and she said no. Today, I check my card and I was charged two times. Since the iPhone X has no home buttons, I asked her how I do everything and she goes omg you don't know how to work it? Like no, bitch. I don't thats why I'm asking you. After that I was so mad that I said I don't want your help anymore and she changed her attitude and was like no no ill help and I was over it at that point where I just walked out. I was in shock I had service like that and will never go to that Verizon store again. read more

Very very unhappy about 2 months ago went in traded in my phone, salesman sold me on a motorola turbo 2 and i loved it. He told me it was shock proof and water proof, even told me i didnt need a case or insurance on phone cause motorola covers it 100%.. Well my stupid ass believed him so i went with it.. 2 weeks later would you know it it gets wet in a storm stops working.. Go back to store explain it to them account shows i have always had insurance salesman was there manager says not their problem. Call VZ wireless they said not their problem i am out of luck.. SO i will never go or recommend Butler store to anyone... extremely unhappy thanks VERIZON CAN YOU HEAR ME NOW!!!! read more

We went in to the store last night to purchase new iPhones. My husband was having some issues with his so it was time for an upgrade. We thought the store closed at 9PM, so unknowingly walked in at 7:59PM [they close at 8PM]. Regardless, our salesman, Alvin, greeted us with a huge smile. We told him our situation and he helped us out right away. We have never had so much FUN buying new phones - even though it was now after hours, Alvin was so pleasant - never once made us felt rushed [even though we really felt bad for keeping him] and helped us with our account and upgrade. We tried to find a way to contact the store directly to send major kudos for Alvin to his manager, with no luck. He was extremely knowledgeable, helped us to get the perfect plan for our family and assisted us with finding savings where we applied so that our bill was the same, even with the new phone payments included. He was so great to work with! So, Butler store manager - if you're reading this - ALVIN IS AWSOME! :) Major kudos from us! Thank you again, Verizon Butler - and especially Alvin, for making this upgrade the memorable and smooth process that it was! Alvin - thank you for staying after store close to help my husband and me - you could have told us to come back tomorrow, but you didn't - and we are so happy! We will make sure to go to Verizon Butler for all of our future Verizon needs! read more