we switched from AT&T and supposed to have our phones paid off at time of switching... verizon did NOT follow through and make the agreed upon payments. AT&T took it out of my account $750, and now after over 6 customer service calls over 4 months no one can figure out how to make the payment so I can get a refund from AT&T. I'm sorry I ever switched. TERRIBLE CUSTOMER SERVICE ALL AROUND. AT&T was a dream compared to verison. read more

I spent over 3 hours in the store trying to transfer data from my old phone to my new one. The staff I worked with were patient and kind, but unfortunately, the female manager was disengaged -- sitting at a table scrolling on her phone and not assisting customers or staff. She admitted that they are not trained to troubleshoot and are mainly salespeople with very limited technical knowledge. She advised me to go to the UBreakIFix location she recommended, saying they had the right cable for a seamless phone-to-phone transfer (though it would cost extra). When I arrived, they had no such cable or capability, and instead began Googling on their personal phone to figure out what to do. They could not help me. Out of frustration, I went to the Apple Store at Park Meadows Mall. To my surprise, they were able to transfer all my data in just 25 minutes. Problem solved! Lesson learned: if you have an iPhone, go straight to the Apple Store. They can handle everything, and you'll get the same deals you'd find with Verizon. Ask for Dom at the Park Meadows location -- he was knowledgeable, efficient, and brilliant to work with. read more

I stopped by on New Year's Day with an online order that had turned into a mess, and even though the store was supposed to close early, FIDEL and FRANCESCA a.k.a FRANNY still took me in without hesitation. They stayed an extra 45 minutes just to help sort everything out. Both of them were incredibly patient, kind, and honestly just fun to be around. They kept a great sense of humor the whole time, stayed professional, and made sure I never felt like I was inconveniencing them , even though they were clearly staying past their shift. In the end, they fixed the issue, helped me get my new phone, and turned a stressful situation into a really positive experience. I walked out happy and completely satisfied. Huge thanks to both of them!! read more

Amanda was amazing. She not only got me a new phone but also set me up with Verizon Wi-Fi, and explained perks I never knew about. Honestly, she's one of the most helpful people I've met. I'd go out of my way to come back here because of her and I'll definitely recommend this spot. read more

Every time I come here the customer service is HORRENDOUS and they always manage to screw up my account resulting in many phone calls and visits. In today's visit, I am only here because they messed up my account and bill when we recently purchased an additional phone and the incorrectly transferred service. The manager, Amanda is extremely rude and unfriendly. I waited over an hour to speak to someone while the manager worked on displays and hid behind a wall rather than helping the 5 customers in line. What is the point of a manager if they can't solve complex issues and assist customers!? Also, I heard her tell a customer they didn't have a bathroom when I have used it here several times!! I have been here a handful of times and always the same experience. It's too bad corporate is so disconnected from the retail locations . read more

Verizon - Manager working on displays while 5 customers waited for service - Mobile Phones Near Me - Aurora, Colorado

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Just so sad, every time I come here. So frustrating to get a straight answer on anything!

Juan helped me replace my old phone which had a broken screen with a new one and was really helpful and professional the entire process. I came back when I received my new phone and he helped me set it up. He was very knowledgeable, trustworthy and patient. read more

This place is a waste of your time. Waited over an hour and was never helped. Was told 3 different times that we were to be helped next. Shameful experience. read more

So... Verizon almost lost a customer today. A mifi that they sell was recalled. I tried the "simple " set up instructions to no avail. I did this off and on through the day. So After being on the phone on hold and going over trouble shooting with a Verizon technician with the end result being that the issue wasn't resolved and his supervisor said I had to call the company in which when the technician looked the number up and there was only an email address. Understanding the frustration that the company didn't seem to care that I'd be paying for a device that wasn't working and not offering a replacement. I then went to the Verizon store. Explained what happened and the store manager Misha found out the simple problem and I left a happy customer. Big thanks to Misha!!! read more

Today I went to this location to upgrade to a new iPhone 13 Max Pro. I was lucky enough to meet TATYANNA who hooked me up with the perfect phone and accessories. Not only is she a doll but, she really new her products - she took the time to go over my plan and helped me pick all necessary products that didn't come with my phone (shame on Apple). Verizon should have my employees like TATYANNA representing them. I totally recommend this location at SOUTHLANDS! read more

Granted that they were a little busy when I was here. But I just wanted to buy an AirPods. I could just go to Best Buy and buy it off the shelf without waiting. I don't know what's the hold up is... I imagine Verizon has enough money to hire more employees to address customers who don't need to do trade in phones or needed phone services. read more

I'll try to make this short. We upgraded our iPhone10s to the 15s at lower cost with our iPhone 10 trade ins. One phone was delivered promptly while the other went to the wrong address. We were able to retrieve the miss delivered iPhone 15 but ran into problems trying to return our iPhone 10 trade-ins. We probably spoke to 4 - 5 agents including management and spent a significant amount of time (~5+ hours) on the phone trying to get the problems unsuccessfully resolved until we finally went to the Verizon store in Southland's shopping mall, Aurora, Colorado. We were greeted at the door by Verizon Store Specialist Shelly Nez, who very professionally listened to our complaints and frustrations then efficiently resolved the problems one by one; there were quite a few! I know the cancellation of our trade-in return transactions, the incorrectly documented iPhone 10 id numbers were not Shelly's fault but she acknowledged Verizon's mistakes and took accountability for them while efficiently resolving each problem. Shelly did all of this while empathetically listening to us vent our frustrations; she is a true professional! I am not confident our issues would have been resolved through Verizon's national customer support hotlines but am very grateful that we met Verizon Store Specialist Shelly Nez...very well done Shelly! BTW, I would rate my satisfaction with Shelly at 10 stars but the Yelp review process is at the company level, hence the 3 stars. Furthermore, I strongly recommend Verizon senior management debrief Shelly Nez regarding this customer escalation to help improve their Customer Experience, please move forward! read more

Amanda the manager can't look up from her iPad to greet you at the door. Still no eye contact told me I messed up the trade in but maybe if I give her permission to get into my account she can fix it for me. Two minutes later no answers till I find my email confirming I did the trade in right. Then finally a little costumer service. Sorry a computer error. Maybe if you want respect from a customer you should give it. You get the customer service you would expect at the dmv. Awful read more

Horrible customer service. I bought a screen protector that cracked within a week. I registered it as directed and was told if something happens to come back and they would replace it. The store manager, Erik, told me I had to go through Belkin to get it replaced, even though a few of his sales people were telling people that the store would replace it. He (Erik) was worthless as far as customer service goes. I will go back on a different day to get a different manager. read more

Went in here to get a replacement screen shield for my iPhone X. The guy up front tried to talk me out of it, then went in back to see if they have any. Not surprisingly he said they don't carry them, and suggested I "look online for something." So I walked down to the AT&T store and sure enough not only did they have them, they put it on. Didn't matter I was a Verizon customer. They treated me pretty good at AT&T! Hmmmm... read more

I just got back from the Verizon store in Southlands and Micaela Edwards was such a help. She answered all of my questions and even showed me how I might be able to get a discount on my bill. Usually, I would expect a sales pitch, but Micaela did not do that. Because of her, I will definitely be back when I need assistance. read more

Poor customer service. Basically there to tell you to go online. They don't even allow customers to use their bathroom. We won't be returning to this location read more

After waiting for 30 minutes to get help and bring the only person in there. I finally got help from someone. I purchased a new phone and declined any additional accessories. I also didn't want the internet or the credit card. The salesperson stole me that I was wasting their time by coming in an not buying anything and that I should have just done this online. read more

Had an extremely frustrating experience today, I wish I could rate it 0 stars if I could. I had some sudden issues going on with my older phone, but wasn't sure what was wrong. So, I went online, made an appointment, and selected "Device Troubleshooting". When I got to the store I was immediately turned away, saying they would not look at my phone, could not try to troubleshoot it for me, and I needed to go find some other repair store. But, they ARE doing upgrades and could sell me a new one if I wanted! Wow! Then, as I was leaving they had the audacity to approach me in my car to try to sell me insurance on my phone, so that in case whatever repair shop I go to can't fix it, they can replace it! Just with a phone of the same older model though, not a new one. Wow! What is the purpose of making an appointment here if they can't actually do anything? If the only action this location can perform is 'upgrade my phone' and nothing else, then perhaps consider closing it as if I wanted a new phone, I can very easily buy one online with no human contact required. read more

On August 23, 2019, my iPhone 7 finally needed to be replaced. My son and I went in and was immediately greeted by the entire team. Terrell asked me how could he help me. I told him I was in need of a new phone. He looked at my iPhone 7 and recommended that I upgrade to an iPhone 10xr. He went through the features and even mentioned other phones that were compatible. Terrell offered amazing service. From start to finish, he engaged me and my son. His customer service was amazing and much appreciated. He even showed me his cool bracelet when I asked about it (even told me where to get it). Following the transaction, he volunteered to ensure that my contacts and media was properly transferred from my old phone to my new one. I appreciated his customer service! Great guy! We will be back! read more

Terrible customer service. Was just at the one at corner star-go there instead. Manager is incredibly rude.

Staff nice, phones are what they are. But for the love of all things ...put in a public bathroom! Customer always (I mean always) have a minimum wait of 30 minutes! So you literally kill over and hour! Bathrooms please! And why is phone shopping so painful!?? read more

I received the worst customer service from this store. I purchased a screen saver for my wife's phone Oct 1st 2020 from Terrell. He said they had none in stock but would ship it to my home and I would have it in two days. They added it to my Verizon bill and it was paid. Two weeks later still no screen saver. I called customer service and they said I had to go back to the store. So I went back and they said the system showed I took it with me. After 35 minutes of them basically calling me a liar and accusing me of trying to rip them off, they said I would have to wait until Terrell got back from vacation next week so they could check with him (like he would remember). I told the store manager if I was going to rip them off it wouldn't be for a $38 screen saver. I will be canceling my service with Verizon. They lose $350 per month customer over this. Not a viable business model. read more

I've been with Verizon for a few years now, mainly because they had great incentives for veterans and fire service discounts. We recently upgraded our phones and added my daughter on a new line. Her phone started having problems with receiving calls. I brought it in and had the insurance, so they sent me another phone(SE). That one was having problems as well. I told them I wanted a refund for the phone and they could take it back, and to assign my old IPhone 8 to her. Everyone that assisted me was great and considerate. Took care of all of my concerns. Great staff here. read more

Poor customer service. In need of some customer service training on how to approach customers and word things in a way that is helpful and positive. read more

I just recently switched over to Verizon with my family and we had a wonderful experience getting our lines switched over with Rafael! He was super helpful and patient with my parents who have had bad experiences in the past at different locations. Unfortunately after we switched over, I was having issues receiving calls and was really trying to get the issue fixed as I have to use my phone for work. This is when I got help from Misha! He really did everything he could for me to resolve the issue. After it not working at first, Misha personally was able to push the request needed through for me and even did this when he was on a day off! He totally didn't have to do that and I really appreciated him going the extra mile to help me get the issue resolved quickly! Overall great experience even with the minor setback! Loved the helpful staff! read more

LET ME FIRST SAY... Verizon is a great cell phone company and I usually appreciate my experiences with them. Their service is out of this world. I have yet to have a dropped call. I receive voicemails and text messages. I don't think I could ask for a better phone company. In the past, I've been treated fairly until today. I purchased an additional iPhone 6 charger for my vehicle in Verizon (Park Meadows location) earlier this year. I went into the Verizon (Southlands location) to exchange the charger because it no longer works. The store manager (Matthew) welcomed everyone, except me. There was a Caucasian gentleman that walked in prior to me. He received the world's greatest (most professional) welcome from Matthew. When I walked in after this gentleman, Matthew's facial expressions changed to great disgust. He appeared to be severely annoyed and bothered by the fact that I was even in the store. I told Matthew my situation and he told me, in an extremely dismissive manner, that he would not be able to exchange the charger because it was not a brand that he carried in his store. He even stated that it was not a brand he was familiar with in his region. I understood that. What I did not understand was the reasoning behind Matthew being so rude and dismissive. Matthew had absolutely no amount of sympathy for my situation. Instead of taking the necessary time to look up my file to see if in fact I purchased a charger from a Verizon, Matthew suggested that I visit another store (Park Meadows location). At no point during our interaction with one another did Matthew make a suggestion on how he could assist me with the situation inside the store. I asked him did he carry chargers for the iPhone, he lead me to a kiosks that had chargers. He loudly suggested that I purchase a charger that was for an android phone. I was perplexed by this because earlier during our exchange, I mentioned to him that I had an iPhone 6 and needed a charger for the iPhone 6. I initially walked out of the store angry because I did not feel helped in any way by Matthew. Simultaneously, I had other pressing needs and did not really have the time to banter back and forth with Matthew. Therefore, I went ahead and just purchased another charger. Me having Money for the charger, my willingness to purchase another charger and Matthew's dilemma was never an issue for me. For me, the customer, I understood Matthew's dilemma. If Matthew would have asked, "Sir, may I have your phone number associated with the account so that I can at least review your claims?" That would have been good enough for me. I just did not appreciate Matthew's actions in dealing with me. It appeared as though he struggles significantly with Interacting with African America Verizon customers. My impression of Matthew was that he thought I was a miscreant trying to tear down his store. I am a loyal Verizon customer and I have never had this experience in any of my past dealings with Verizon. Overall, Verizon is a great company nationally. Locally (Verizon- Southlands), needs work with customer service - especially African American Verizon customers. I feel that Matthew's behavior as a store manager is indicative of some of the other complaints that I've heard from others. I hope that this store will improve their customer service and value all customers. Especially, loyal ones that just want to fix a problem. I hope this doesn't happen again. I intend on reaching out to the Verizon executive (national) team about this. People should not be disregarded when they are seeking solutions. Respectfully, Jason H. Lester, M.S. read more

Verizon - Verizon at Southlands Mall - Mobile Phones Near Me - Aurora, Colorado

Courtney was an absolute peach! We were greeted and helped immediately. No complaints whatsoever. We are still happy Verizon customers thanks to the exceptional customer service. read more

My husband and I were there today. We purchased a new Samsung S-10, a full package, but when it came time to put on the screen protector.I asked the sales person to put it on the phone, that was a whole different story. There was an air bubble in it. We were told by this person that they weren't perfect. So it might have air bubbles. We just spent hundreds of dollars, we bought everything there. I was also told that the lines across my screen would disappear. They are still there??? read more

Zero stars if possible. I would never go to this store again. I went in to purchase a new gizmo watch because within 4 months the glass was shattered because little kids fall all the time. They confirmed that they had the watch in stock but said my husband had to come in with his driver license because he was the authorized adult on the account. I told the sales rep that we wanted the watch and that my husband would be there in 5 minutes. Another sales rep helped us when my husband came in and added me as an authorized user and then told me "sorry we are all out of Gizmo watches." 1 minute after I spoke to the first rep he helped the next customer after me and sold the last gizmo watch to that customer?? A manager or another employee said sorry he was confused about what watch you wanted? Confused?? He came out from the back, had the exact watch in his hands-told me about the price and the camera feature-I said great we will take it. He said my husband has to come to have it activated, I said fine he will be here in 5 minutes- he said okay I will put the watch upfront and come find me when you're ready. If that confuses someone then maybe they should find a less mentally taxing job. They offered to order it at another store and I could drive in pick it up. No thanks. I drove to another store- got the watch. Then learned I had to pay a $35 upgrade/activation fee on a $200 watch. I get home to find the watch was not added or activated so I've been on hold with Verizon for 45 minutes. Verizon you are a JOKE!!! The only reason I have 1 line with your pathetic company is because I can't add this watch onto Sprint. Why don't you take the $35 rip off fee and use it to hire and train better employees. read more

Very happy with Caleb at Verizon. He helped me find a system to receive calls in the car that is hands free. He sold me a Hum. He showed me how to use it and even walked out to my car to help me hook it up. He also put a new screen protector on my phone. Great help!! read more

I went to Verizon to get help with my iPhone purchased at Best Buy because Best buy had already turned over my new phone contract to Verizon. (I purchased the phone within the same month). And I was ready to buy 2 additional phones. Before I could even fully explain the help I was looking for one very nasty "service" girl said to me "Why would you buy something at Walmart and try to return it to Target." She wasn't even part of my conversation with Manny the "manager" but she thought what the heck, let's bully our customer. I told her to shut up. Manny the manger said, " don't talk to my employee like that, This conversation is over" Is anyone reading this from Verizon???? You have SERIOUS issues and need to fire at least 2 people from this store. Total Bullies!!! read more

Hi, This is a compliment for Jessica. Russ & I came in today, Saturday, & were greeted by Jessica. She was very sweet & helped us out by getting me insurance for my phone, which was broken. I am soooooo glad you have an employee like Jessica. She listens & explains things to people who do not necessarily understand the way phones work. I will always ask for her with any help I ay need in the future. She was not pushy, however she brought out a few accessories & even though Russ & I declined, we both appreciated her asking. Thank you for all your help Jessica...we really appreciate you!!! Jenn & Russ read more

God awful service I cannot believe how many dead areas in denver metro area. Most of the dead areas are heavy ethnic areas.

I came in twice during the evening, and it was not very busy. Brandon was such a extremely helpful! He upgraded my coworkers phone, I went back the next day and he upgraded my phone, spent time showing me how all the new feature work, and answered my million questions. Great customer service! read more

I just switched to Verizon. I've had to go into the store 3 times for different reasons. Rob helped me each time and always got the job done. He is efficient, friendly, knowledgeable and goes above and beyond. read more

I hate to give any place a bad review but this is more than warranted. This particular Verizon is the closest one to our home and the place that I purchased my last phone. In any event, my husband just got a new (pre-owned) iPhone. This was huge because he never had an iPhone--even an used one. My last experience here was decent enough (and we have been loyal Verizon customers for years) so I encouraged my husband to head over there and ask if they could move his contacts over from his old phone--as well as buy some new accessories while he was there. (My husband is very kind but not super techie so it sounded like a good idea to him.) Well, my husband came home from this Southlands store very upset. He said that the manager named Shelly told him that it was a new "Verizon policy" that customers need to switch phone information by themselves and that she couldn't help him. He left feeling very disappointed and uneasy about how he was going to do this. I told him that sounded like bunk to me and encouraged him to try another Verizon the next day. Sure enough, husband went to the Verizon on Tower road and the guy said "No problem" and admitted that he never heard of that particular policy. The helpful salesman admitted that Shelly probably didn't feel like doing it so she simply lied to him. Shame on you, Shelly. We will not be going to this Verizon again. We found our new store and will tell everyone. read more

My order that was placed in the store keeps getting cancelled 2nd time in a row with oh UPS sent it back to the warehouse. Called today to get some answers and spoke to some Terrell person who was rude and unprofessional. Calling customer care takes two hours to get through and calling the store that is so fast to place the order and unwilling to help after is ridiculous! read more

GOD AWFUL service. We'd bought a brand new unlocked Galaxy S8 from Best Buy in Southlands & drove right to the Verizon store in Southlands to activate the phone with the correct account. We walk in & not even 5 minutes of him taking the phone back, he comes back out & just says "we can't help, it doesn't work with this network". We were confused considering we bought an unlocked phone for that reason... We then went back to Best Buy explaining the situation & needless to say, Best Buy activated the phone correctly with corporate in under 10 minutes (thank you so much, Best Buy!!) they also informed us that multiple people have said Verizon will deny paying customers at that store if they aren't going to get a commission out of it. Since wed bought the phone somewhere else, these selfish employees didn't even TRY to help. Avoid this service & this store altogether. read more

I stopped in to talk to someone about the various android phones that are available. I was assigned to Terrell who was not too thrilled. His demeanor was appalling. He asked for my phone number then my ID and then said "Who are you named after?". I didn't grasp what he said at first because of how rude he was. He said, "Normally, you are named after someone with a name like that." I was so mad. He then said he couldn't believe we didn't have insurance on our phones. He mentioned the various options and appeared annoyed that he was being bothered by questions. At that point I was done with him and his attitude. Guy has major atti..rude! I am disappointed by this whole experience. read more