Sometimes you have to wonder how a multi-billion company makes money - or just how much of it wastes. Case in point: I needed to open a new 401K account, which any money manager would be salivating to get a new account. Went online and filled out the required forms only to find out that they could not be submitted online but rather had to be handed to an associate at a location. Unfortunately, the closest appointment was over a week away. Opted to walk-in and drop off the forms instead. After arriving at this location, I was greeted by two associate greeters at the door. I presented my paperwork. The gentleman looked it over and made sure all "three" sections were included and advised me that it would be processed and I should hear back shortly. Amazingly, nothing took place in this visit that necessitated an office visit. All could have been submitted online. Go figure. But there's more. After three long weeks I finally receive an email from my assigned account manager. Then a voicemail. I call back a day or so later to find out my account manager is away on vacation. Then the rep on the phone passed me around to a few people before finally get a rep willing to help. I am then instructed that I am missing a different form, though the online walkthrough doesn't mention it. Thankfully the rep offers to email it to me and lets me know that this form must also be dropped off at the office. Lucky me. The email never arrives so a few weeks later I call back. Unknowingly, the email had bounced (though it didn't when the first rep emailed and why not just call me?) and nobody bothered to let me know. The new agent sat on the phone as he walked me to the file location online and I was able to fill out the form! Woo hoo! not yet.... Save the cheers for later... I print the forms and head to the office. No appointment as the closest available appointment was a week away. However, I was greeted and promptly seated with an account manager. Finally, someone checked my ID but refused to take the deposit check with the paperwork. Though the directions clearly stated to bring a check with the form, the rep rationalized that she can't accept the funds until the account is opened - I thought that is what we are doing. Confused I left and waited a few more weeks before I was notified that my account had finally been opened though I was never offered any coffee, cookies, or a Twizzler. I hope your experience is better. How on earth do they make so much money? read more

I was dropping my Nephew off at school & saw the Fidelity signage. I stopped in to see if I could negate mailing in the paperwork & handle in person. I was able to & the associate not only assisted me with the necessary paperwork, but he also offered to include my documents in their daily mail run to corporate. I also received copies to take with me. A route that would have taken 7-10 business days took me 45 minutes. Good visit with the associate who juggled a few different tasks simultaneously while assisting the steady flow of customers. read more

The financial representatives & customer service assistance were/are excellent! I highly recommend this financial institution for your financial investment needs. read more

A high class experience. We were greeted nicely and politely. We had an appointment to speak with a representative and he was very knowledgeable and helpful. I highly recommend. read more

They have cookies, coffee and twizzlers.

Long time client with managed fund, never alerted when market started to tank. On biannual review advised stay the course,but Fidelity kept taking fees and portfolio in free fall. Went to Chandler office to make changes and rep was helpful, until wanted out of managed fund. Rep new nothing about Fidelity Go Fund and only offering commission base options. read more

I've been working with Fidelity for about four years now. I've never really had an issue until now. I keep getting the runaround with everyone I speak with. I feel like there isn't one employee that actually understands their business processes. I've gotten a different response by each person I speak with. All I've been trying to do is pay off a loan that I took out several years ago and they have made it extremely difficult.I find it hard to believe that an organization that deals with money, can't figure out how to take a payment. It's the most ridiculous thing I've ever dealt with. Their customer service is horrible and their employees lack intelligence. read more

One of you employees never called me back regarding my account. I had to go back in Fidelity's office. Not good customer service.

Walked in, hoping to go over my portfolio. The receptionist was super unprofessional! And started reading my portfolio out loud in the lobby! By all means whether you have a lot of money or a little, I'm pretty sure you wouldn't want your bank account balance read to you in front of everyone! Very disappointing for such a big name company! I won't be stepping foot in there again! read more

I was on hold for over a hour 5x in the last week with their 800 number in the last week and also sent a message and received a reply that did not resolve my issue I don't understand how that is acceptable customer service for a bank or investment company think twice before you select this company to get access to your money read more

Great customer service and very informative staff. Helps you to understand short term and long term financial goals and subsequent gains/risks in a very simplistic way . Nathaniel is my guy...he's great at teaching. The office was recently renovated too...nice ambience. read more

It was a gigantic waste of time going to this office. They will only talk to you if you have an appointment. They did offer us a drink but that was about it. Disappointed with this offices professionalism. If you work during the day their business hours are very inconvenient. Why don't they have a person who just helps walk-in customers? read more

I don't do a lot of Yelp reviews but after seeing the negative ones here, I felt compelled to right my own review. I've had nothing but top of the line customer service from my team at this Fidelity branch. After using Schwab for the last 12 years and getting lack-luster service and portfolio performance, I was extremely happy to come across a team of professionals who are finally providing the service level I was needing. Moving 7 different accounts from Schwab, some of them trust accounts, was a bit complicated. They called me frequently during the process to keep me updated. I am also looking forward to getting better returns with Fidelity going through their WAS program and finding the perfect fit for my investing style and needs. I can't say enough good things. I recommend Felipe/Josh if you want the same level of service that I receive. read more

Super disappointed with Fidelity and lack of customer service. First, there is no direct number to call to actually speak with someone in Chandler office. After dealing with fun phone "menu" - I finally ended up speaking with Nathaniel, senior financial consultant. He agreed to help me transfer accounts to Fidelity and we confirmed a time for him to call me back so we could finalize the transfers. I asked to have his number so I could call him at agreed to time; instead he asked for my phone number. But of course, at the time we had confirmed for him to call me, my phone never rang - and since he didn't give me his direct number I had no way to call him. I waited and waited -- then called into the "menu" number and the phone rang and rang and then put on hold for more than 5 minutes and finally hung up. Guess I'll be transferring my accounts to Vanguard instead. read more

I've never had any customer service issue here. I was surprised to see bad reviews until I read the complaints. I would never expect portfolio analysis or seeking investment consultation without an appointment. read more

Unbelieveable lack of professionalism. They don't offer even the most basic banking services. That's okay but not what they advertise. I lost my debit card and after 2 weeks and 5 phone calls I still have no replacement. Pathetic. Run toward another institution and AWAY from Fidelity. And if I"m asked one more time" Do you have plans for your money?" . Yes, I have plans for my money. I have plans to take every cent out of your institution and take it somewhere else!!! read more