Awful customer service. 25+ year VZ customer here. Looking to replace my 14 Pro Max. Went in to the Ponce store to see new iPhone Air. As I entered store and approached the new iPhones, customer service rep seated on a stool yells across store to me "sir, we don't have the new phones in stock - you'll need to order one even if you see one you want." The display phones are fixed to the display. Couldn't get a sense for the size difference between Air and current phone, so I checked out the cases......the case size is the best comparison anyway, given I'll put the Air in a case. Same rep, still seated on the same stool she was on when I entered store, yells across store "sir, don't touch the cases.....they're there for display only"........I explained my objective - I was comparing phone sizes. Her response: "You'll need to go the Apple Store". I walked out of store. She never moved from her stool and went back to focusing on her own phone in her hand. read more

The Chamblee location, Victra Wireless, has an employee * Lori * who gave me exceptional service. Her kind heart assisted me at the last hour, and I left the store ( 1st time there ) calm, and confident in the resolution. I am extremely grateful for Lori! Thank you! ​ read more

Don't go to this one. Go to the one on Piedmont and Sidney Marcus or better yet, the one on Peachtree and Piedmont. Half assed customer service. read more

The is the worst experience with any carrier I've had. Their customer service representatives have no knowledge of what they are talking about. We switched to Verizon due to a promotion of them paying off your phone with the previous carrier. One line was paid and the other wasn't. I wasn't given a reason why they wouldn't pay it off. I talked to over a dozen representatives and they all lied to me. I was actually promised a solution by two different representatives that wasn't even possible. They put a credit on my account for my "inconvenience" but the fact remains that my phone still has to paid off. Apparently this is an ongoing issue with the promotion according to the customer service rep. If you're thinking about switching just DON'T. It's not worth it and the service isn't even that good. read more

I went to this location to upgrade my phone and was treated with nothing but disrespect. I was working with an employee named Cherry who blatantly lied about the process in order to avoid work. Once customer service verified it was possible I asked her the Zip code of this location and she ignored me. I asked her the address for this location and she ignored me. The lack of customer service, blatant disrespect, and lack of work ethic is apparent at this location. Verizon would do well to lose her as an employee. read more

This is a long story but here we go. Ive been with Verizon for almost 20 years and recently retired from the work force, so I decided I was going to lower my phone bill to work with my household budget and decided to try Xfinity phone service out . They use the same towers as Verizon but their phone service is 1/2 of what Im paying with Verizon, whom Ive never had any problems being a customer with them. So I called Xfinity to transfer my phone service over to them and it was a NIGHTMARE!! They could not get the transfer to work and I was back and forth between Verizon and Xfinity the entire day of the transfer. I literally had to go to both offices to try to get this resolved. I felt like I was between a rock and a hard place with no phone service for almost 8 hours. Each company was blaming the other for the problem on their end. Finally after Xfinity tried for the last time, I told them if it didn't work I was just going to go back to Verizon on Ponce because I needed my phone to work one way or the other. I went back to Verizon for the 3rd time and told them to just reverse the services back to them so I would be able to use my phone. One rep in particular , Kiara Penn, was trying her best to help me out with my situation. I was back in the store another 2 hours on the phone with tech services to get my phone back up and working. Kiara was so helpful. It was approaching 6pm when the store closes and she told me I could stay on the phone until they got me up and working, She even got on the phone with the tech to help speed it along. They finally was able to get my phone back working somewhere around 6:45 and I was so thankful for Kiara's willingness to help me get this resolved. I want to send a big KUDOS to Kiara for her professionalism and willingness to go the extra mile to resolve my issue. Thank you Kiara!! I know you will excel in your career and I hope your manager reads this review to know what a great Rep he has on his team. read more

Went in after work and waited for a little bit. Nothing terrible. Once I was able to get a professional to help me - he stayed with me the entire time until my issue was resolved. He was friendly and worked to help multiple customers at once. These guys know what they are doing! Other reps were busy helping other customers just as diligently. I would highly recommend this location. read more

if there was an option to give zero stars I would. Don't bother coming to this store if you need account help, new devices, or any kind of customer support. they will make you leave the store if you do not have an "appointment" but when you make and appointment, they will tell you to call Verizon customer service. I'm sorry but what's the point of having a store if I'm going to have to call customer service. Not one person is helpful in there. Verizon might as well close this store down because the overall experience was awful. read more

I don't think that I shared the same experience as most people here based on the reviews. I walked in expecting it to work out and it did. That's the secret sauce. My Story: I purchased a Verizon charging cable from a different store about 6 months ago. It was no longer charging my phone appropriately. Charting times were taking 4-5 hours versus 1 hour or so from 0 to 100%. I briefly explained this and started to demonstrate this to Lynda who said she would be right back. She came back with a new cable and lightening charging port (to charge the phone faster) and handed it to me free of charge. She informed me to keep my original cable so I could file a warranty on it. Dope service. Appreciate Lynda very much for making the experience easy. My phone's life was extended a bit longer so that I can upgrade when necessary. read more

HORRIBLE experience! AVOID this location! The security guard and Kristen are not worthy of working for Verizon. On the day of the S21 Ultra release my wife and I and our dog arrived in rainy cold weather. Arriving close to the entrance the Verizon security guard put his hand up in our face like he was stopping traffic. No " polite hello or good morning...just the palm in my wife's face. We have a 16 year old therapy dog with his orange jacket on. As we were waiting while only 1 client was inside a man exited and said in passing" terrible service". The security guard pokes his head out of the door and barked at us " we are not allowing any dogs or service dogs inside today". I told him that what he said is in violation of the American's with disabilities act, a federal law. He said you can speak with the manager. I waited 10 minutes until the manager meandered over and asked what our issue was. I said we want buy 2 new phones but the security guard stated we could not come in because of our service dog. The guard was sitting down a couple of feet from us and remained silent. I stated again that he said we cannot come in. I told Kristen that this is not legal. The officer then spoke and said" I never said that to you". He's said we are not going to go back and forth on this. My wife was amazed that he flat out lied. I'm not sure what possible motive we would have to point this out to the manager,Kristen, if he had not said this. He was clearly lying. Kristen,the manager, offered NO solution and was not interested in selling us phones. She just stood there. I asked for her last name and she wouldn't give it to me. I asked for the general managers name and they both refused. Hopefully this fiasco was caught on camera and they can make some changes at this location. I have purchased phones in the past here without an issue. We went to another location to spend our $2,800 on 2 Samsung s20 Note Ultras. Brandon, our salesperson, at the Edgewood location, pleasant, friendly and was amazing, a great help. He didn't have a problem taking our $2,800 and infact upsold us on our 5G monthly plan. I can't stand people who are ignorant and act from a place of power, like Kristen and the security guard. The security guard and manager, Kristen are bad actors for sure and are costing Verizon money and their reputation for good service. I will be reposting this review on other sites. read more

Getting a new phone is something I typically dread. I'd been to this Verizon store a few times in the past when visiting my family in Atlanta and the staff has been questionable. I got lucky because this time Marcus helped me and made the experience seamless. His customer service is top tier by far. From the moment I walked in, he warmly greeted me and told me it would be a 5-10 minute wait. He was actually able to assist me in about 60 seconds. Throughout the experience, he was personable and really made it a fun experience to the point where I wanted to stay and talk to him longer. He was able to get my new phone set up in under 10 minutes and even got me set up with a new speaker in a discount bundle. Honestly, everyone else can go. Marcus can run this location by himself if need be. You've secured a customer for life. read more

If I could give them zero stars in would. As many people were, my phone was affected badly by the lolipop update and wouldn't work even tho it was only 3 months old. As I came in the guy asked if I have water damage. I said no because I didnt, but he proceeded to call me a liar. From this point on in was pissed. After he "cleaned out all the corosion" from the phone, he plugged it into their server and said it would work. After it didn't he goes "well I thought it was water damage." Resisting the urge to curse him out I asked what my options were. He proceeds to tell me that since my camera lense is slightly cracked, it is making my phone malfunction.......let it sink in. I immediately demanded another phone after this asinine reasoning on his behalf. However I was informed that this wasn't their fault because my camera lense was cracked thus voiding my warranty and flushing the $400for this note 4 down the drain. Couple days later I visited another Verizon paid 60 for a new camera lense and got a new phone. The other Verizon didn't even offer me this service. The Verizon on ponce is terrible and I will never do business there again. Being a Verizon customer since about 6th grade, I am highly disappointed in this store and the chain for letting a store of this shitty quality function. read more

Save yourself the time and headache by not going to this location. Horrible service. I walked in the store an no one greeted me as I stood around for over 5-10. Just rude and unprofessional. Waited 30 plus minutes just to get "some" help not even fully . Terrible location. read more

Great friendly service from Nadir. Didn't have to wait long even though they were only servicing so many customers at once. This is my second time using this location and both times have been positive experiences. read more

Marcus is the crown jewel of this location. Seriously. He's a new manager that came from Texas and I can already see a shift in the store's atmosphere from my last visut. He handled the queue of guests effortlessly and was able to get me taken care of in under 10 minutes. Even with a packed house. He checked in on me multiple times while my sales rep assisted me. I literally will make this my home store because of him. Verizon doesn't deserve him! read more

I'll take "hell no" for $1000 Alex. I went in to get a new phone. I left with a new phone, a mobile hot spot (my choice), and a promise that my bill would only be $30 more a month. Lies. My bill was $60 a month not including all that first and last month and middle month bullshit they hit you with that never quite seems accurate, but there are so many fees from so many places its too difficult to discern one from another. I called to speak to a manager about returning the mifi. They put me on hold for 15 minutes. I called back and the lady said she would put me on hold. I said no, I'll come in. I came in and waited about 30+ minutes for the manager to come over to me. She then passed it on to the guy who sold me the stuff. He figured out that he put in the way the mifi uses data incorrectly and promised to credit my account the overcharge. Of course that didn't happen so I will soon be getting back on the phone / back in the store to go through this whole bullshit rigmarole again. I seriously hate these gigantic companies who hold us hostage because there are only 3 or 4 choices. Their service sucks and they could give two flying fucks. One day we need to overthrow all these horrid companies...one day. read more

There were so many hoops to jump through but Sydney did everything she could to help. She was really kind throughout the entire experience

I've entered the decade and bought an Android phone. No longer will I moan before sending a text on my ancient cell, pressing "2" three times before finally displaying "C," taking 10 minutes just to say "Come to the Highland Inn tonight!" I'm in love with my new Droid for several reasons beyond its mind-blowing technology. A sales rep helped me find a Droid with both a digital and slide-out keypad, easing my transition to a touch screen. Patiently standing with me at the activation kiosk in her kitten heels and high-waist skirt, she demo-ed the phone's key features for lil' ol' antiquated me. (If you hold and press an app, it vibrates and then you can move it! AND, I can read my email on this thing!) She also provided me with a list of apps that the store's staff finds most useful, so I could go home and fiddle with them myself. Most importantly, I inquired about an education discount, and upon the employee's research, she set me up with a 20% monthly markdown per my job at a university. Not to mention I got to keep my old number even though it belonged to a Jessica Tandy-aged contract at AT&T. It feels good to be up-to-speed. **UPDATE 2.5 WEEKS LATER** I've lowered my Verizon rating from 5 to 3 stars. The main reason is because I left the store ill-informed. It was my understanding that after spending nearly $400 in the store, I wouldn't receive a bill for 2 months. However, a week after bazooka-ing a hole in my wallet, Verizon emailed me with another $133 in charges, including an activation fee as well as a prepayment for my first month of use. I wouldn't be pissed had I been properly apprised. Irritation number 2 revolves around my interaction with a different staff member. To make an already long story not too terribly long, my phone messed up my contact list when I switched from a temporary number to my former AT&T number. The girl sighed heavily at my request for her to essentially fix the error, saying "I mean, I can if you want me to..." read more

We went in to take care of a few requests, including transfer of service, resetting a phone, and adding a couple family lines. These things took time of course, but we were able to successfully take care of these things all within the store. Our service rep, Lydia, was kind, patient, attentive, and never made us feel rushed. I would return to this store! read more

This is my second time there and my second negative experience. I've been with Verizon for almost 10 years so I'm a fairly easy sell. The first time I came to buy an iPad and was told that all three salespeople were too busy helping the blonde buying a replacement battery to help me. Today I wanted to compare the latest Droids to the iPhone. I've had an upgrade credit for almost a year. This lead to some douch "explaining" to me that a "refurbished" phone is not a "USED" phone because, see, refurbished is like a 'Pre-owned' car. Now, I only have a PhD and am old enough to remember when marketing made used cars pre-owned cars so I know when someone is blowing smoke up my hoo-ha. So, I asked for a non-car related example of when an amalgamation of used parts comprise a new product. He got huffy and walked off. I'm still sans new phone and committed to never visiting this store again. Can people at least pretend that it's a recession and they need their jobs? Just for the sake of trying something new? read more

My second trip (and my last) to this location was yesterday. The customer service here is awful. Despite the fact that this store is walking distance to my house, I will not be back. My first experience here was when I bought an iphone 5 for my boyfriend. We are both on the same contract. I explained that this was a gift for him and that I would have him activate it after he recieved it in two weeks. I was worried that his service would be interrupted. The representative assured me this would not happen. Well as luck would have it, he lied. I got home and sure enough, my boyfriends current phone was no longer active. I had to call and straighten it all out...behind my boyfriends back. I can certainly understand an honest mistake...but the whole experience at the store was a mess. There were plenty of employees just chating amongst themselves, so why it took me over an hour to have the phone in my hand is beyond me...and it made matters worse when I got home and my boyfriends suprise was almost ruined. I believe in not judging a place over one bad experience so I was having a service issue so I dropped by the store yesterday. I was immediately greeted by a woman and explained my problem. She said that SHE could not help me but she could have the tech people behind her assist me if I would like. I said yes, I needed to get the problem resolved. She then walked me to the service desk, and grabbed a phone and called the verizon 1-800 number and handed me the phone and walked away. SERIOUSLY? I came in to avoid a lengthy phone call....if that is what was required why on earth would you walk me to the service area only to put me on the phone. I could have done that in the comfort of my home instead of standing at a counter in the middle of a store. Worst customer service ever. She should have told me to go home and call. So unprofessional. I will not be going back. read more

If I could give a 0 star rating I would. Down right awful customer service. If there is an issue talk to your customers like adults. When you work on commission you can't have sales workers that have such awful attitudes. Do yourself a favor and drive to another location. read more

Leland was GREAT! He really helped us pick out new phones and cases. Was very informative about everything and very pleasant. :)

If you are thinking about going to any Verizon store for assistance, STOP, don't do it. I have never gotten a problem fixed on my phone at a Verizon store. Well, one time, technically they let me use there phone to call Verizon customer service, so I guess they helped that time. I could have called from home though. If you want a new phone, don't go here either. Look online, you will find way better deals. I went in once after looking online. They try to sell you the most expensive phone. The Verizon store is nothing more than a high priced phone market, get you phones online from a reputable dealer. If you are having any problems with your phone or service, just call Verizon customer service and save yourself a very frustrating trip across town. read more

Perched on the second floor of the Whole Foods plaza, lies a huge Verizon store. It's one of the larger one around, and a generally bright and clean store. My last 'salesperson' experience at another wireless provider left me very leery about wireless employees - said 'salesperson' could nearly be described as mute. He told me nothing about the products, and I busily had to pound him with questions to get him to say anything. Getting info before signing a two year contract should not be like pulling teeth. That's what made my trip to Verizon so much more pleasant. Before making major purchases I transform into the 'inquisitive type' (a.k.a. questions firing squad) and the staff appropriately was knowledgeable about their products. They even went beyond the call of cellular duty and helped me install some needed software. Verizon also has a thirty day out clause for their plans, so if you decide to jump ship, the financial ramifications wont leave you hurtin' for rent money. read more

I have visited this store several times, with problems varying from simple to extremely difficult and the representatives have surpassed all expectations. I can only hope that you are lucky enough to be on the Verizon network and get serviced from this store. read more

As soon as I entered a woman (she was an employee) asked me what the problem was. I handed her my phone and told her the problem. She spent about 10 minutes fixing the phone and suggested a few things that I could so if it didnt work. I ended up having to do a hard reset myself, but at least she attempted a few minor resets first. read more

I was promised a Buy One Get One deal over a year and a half ago. A representative named Sierra assisted me or should I say swindled me. I have spent over a year and a half trying to get the money back. Now they are saying I am unable to receive the credit for the phone because its not in the promotional period anymore. EVEN THOUGH I have several emails from a manager stating he was working on it. I have detailed emails and a reference number which im now being told "cant be looked up." The manager who assisted me.....no longer employed there. They won't take their phones back and they won't follow through with their promises. Not to mention my service sucks and the data never connects properly. THE MOST UNRELIABLE COMPANY IN AMERICA. STAY AWAY FROM THIS STORE. read more

Some of the best customer service I've seen this day & age. Not only did I get a new phone and an unlimited data plan for $30 a month less than AT&T, I was also in and out of the store in 15 minutes after having spent 12 cumulative hours with AT&T just trying to upgrade my "eligible" line. AT&T: you lost a customer for life...excited we finally broke-up. read more

Very unprofessional, unfriendly staff always seems to greet me here with the bad news the wait time will be a minimum of 30 minutes (what this estimate is based on, who knows) to ask even a brief question. When I asked during my trip this week what time is best to come in and speak with someone immediately, they said open of business. They finally offered that it's also slow mid-week in the afternoon. I've also always gotten the hustle here on how important it is to buy the top-of-the-line cases, insurance, etc. Pro tip: nobody cares about how much commission you want, dude. I said I'm not interested. Save yourself from the wait and incompetent salespeople. Manage your account and upgrades online or through Best Buy's Mobile team. read more

After being to the Verizon store in Tucker where they told me that they would replace my phone if the new battery I bought didn't work (and they didn't think it would), I went to this store because it's closer to my house. I walk in and log in and sit down and patiently wait. I saw my name on the queue, but after 20 minutes no one had called my name and my name was off the queue. An employee points out that I've been there for awhile, but they provide me no reason for my name not being called. The phone isn't damaged besides the phone screen being slightly scratched (amazingly, normal wear and tear), no water damage or impact, and I was told that I would have to make a claim through the insurance. The phone won't turn on except for when it's plugged in, so it might as well be a landline. I've had the phone for 10 months, so it should be under warranty but the manager says it isn't. This is the second replacement for this phone I've had, the first time the touch screen stopped working after 6 months inexplicably. They say the phone is out of warranty, because the original phone I bought was a year ago. So this is super awesome, I don't have a working phone and I have company coming into town tonight and I'm at work all day so I have no way of getting in touch with them. God forbid they let me take my upgrade a month early and just get a new phone. So the manager circles a number saying the phone is damaged, lost, or stolen rather than the phone has an electrical or mechanical defect. She says that I should count it as damaged because of minor scratches on the screen and pay a $100 deductible on it - which is NOT the reason why it's not working. I ask her about why the hell I would do this and she can't give me any explanation. So she gives me a smartass bitch sneer and tells me "why don't I call that mechanical defect number and see what happens". At that point, I cuss her out and leave. By the way, for the manager bitch that 'took care of me' today, I called the number for mechanical defects and they transferred me to Verizon, where they say they will be replacing my phone with a Droid and upgrade early (with the fee waived) because what you suggested I do was commit insurance fraud. So next time you laugh at someone telling you that you're not informed about your job, maybe you should actually know the legal implications of what you're telling customers to do, you dumb bitch. read more

If you happen to find yourself in this Verizon location DON'T WALK RUN TO THE NEAREST EXIT. By the time you have explained what the problem is you could have been to a different location and have every thing fixed. After 1.5 hours in the store on Sunday I was told the earliest I could get a replacement for my phone was a guaranteed delivery by 3 PM Tuesday. Here I am 6:34 pum on Tuesday no phone. After checking around and getting a tracking number I find out they set up my phone to ship second day air. Great when I need to phone daily. I have now been with out a phone Sun, Mon, Tuesday and it is now promised Wed before 7pm. read more

Hello everyone, this is the first time I've ever yelped, and I am very sorry to say that it has to be a negative. Hands down, the WORST experience I've ever had in a retail store situation. These guys are crooks. I was told one thing on my phone exchange, and totally lied to about $, etc. I basically bought a new iphone 6 because I was promised a $200.00 recycle fee from my old phone. I would not have bought a new phone 6 if I would have known I would not be reimbursed $200. 3-4 calls to Verizon later, they begrudgingly agree to credit me $50.00 for my trouble. I traded in 2 phones, so I was expecting $400.00 back ( the employee at this store assured me this would be the case...) So, they STOLE $350.00 from me. Forget unprofessional, or uninformed, let's talk criminal. Needless to say, NEVER go here, if you do, pretend you are going to a car dealership. These guys will take advantage of you to insure they get their commission on the sale. Run, run, run, away from this place. I'll be changing service from Verizon ASAP because of this experience. Deplorable. I've heard Best Buy is a better option. I'm serious, this actually happened to me. You have been WARNED. read more

This place should be called "Q wireless" named after the customer service rep "Q" who got me switched from AT&T to Verizon under 10minutes and cleaned my phone. Also he gave me a discount! Q is the tip of customer satisfaction. He is the Q tip read more

It is unbelievable how slowly the employees work. Sure they're friendly but there is absolutely no sense of urgency.

Had an intermittent prob with iPhone6 which I couldn't reproduce when I got into the store (by the way, I'm very tech savvy and recog a serious software bug when I see it). I was quickly dismissed by the counter clerk when I couldnt make the problem happen on the spot; "if you can't make it happen I cant help you". A terrible customer interaction...he was never properly trained....when someone comes to me with a problem I BELIEVE IT HAPPENED! I angrily told the guy I was done with Verizon and walked out....but i stood outside the door for a minute to try to duplicate the problem and it returned and stayed so I went back into the store. A 'check in' person looked at my problem and within an instant told me a replacement phone would be sent within two days....a proper response! I am once again happy with the Verizon store on Ponce but more wary of rude service now. read more

Unhappy each time I've tried to do business here. Wouldn't let us see the iPhones we wanted to check us out, never asked what we were looking for in terms of purchasing the phone or getting a contract, and would not honor the upgrade promotion that Verizon specifically said we would be able to receive at any location. Total waste of time and energy for a store that clearly didn't want our business. read more

I am shocked at the number of negative reviews. I've been here numerous times, and I've always received good or excellent service. When I was there last week, I saw two employees being insulted and berated by angry customers. One was insisting his phone screen was crooked and making him crazy. The other was angry about a phone case she had purchased but didn't like. Everyone acted calm and professional, while I was sitting there thinking I was going to have a panic attack from all the negativity. Yikes. Meanwhile, I returned my defective product without incident. The Howel Mill store has been the opposite in my experience. read more

The service was always pretty good here, not fantastic, but definitely above average. They have a good selection of phones to check out and the help/IT desk was always really...helpful! read more

Kim was the cute customer service girl behind the desk. My phone had been malfunctioning and I just wanted to get it replaced under warranty. She didn't fuss at me like I was expecting. She expected I knew what I was doing and was happy to put in the order. My replacement came the next day. read more