So that I did not have to wait in line unnecessarily I called ahead to determine if the device that I wanted was in stock. The automated message that I got instead of being able to talk to a person, said that the best way to determine if the item I want is in stock was to come in. Upon arriving the gentleman that checked me in asked me what I was there for, I told him I was there to get the device that I wanted, and I was specific about what specific device I wanted. He proceeded to check me in, giving me no indication that they were out of stock and would not be in stock for a while. After waiting for 20 minutes and still not having been seen I went and asked an employee if they had the device I was looking for. That employee proceeded to tell me that they were not in stock and that they would not be for a couple weeks. This was an absolute waste of my time and horrible customer service not just locally at the specific store but with the apparent standard operational procedures set by Verizon. read more

Went in to see about a sim card & a new cell phone. Got that taken care of & then bought an Invisible Shield glass for the phone, but later realized I didn't need it due to already buying an Otterbox protector case. Tried to return the UNOPENED box just shy of 3 weeks & they said no! Unbelievable that it's an UNOPENED BOX & they wouldn't take it back for a refund! They said mail it, but on the literature it states if after 2 weeks from purchase, you will not get your credit! So they would then get a completely NEW $43.51 glass shield for free! What the heck! How does that make sense? Complete rip off company! read more

For Jesus H!!!! He was amazing. Very knowledgeable and patient! He was so nice and courteous and stayed with us answering every question we had! He deserves a raise or some kind of accolade for being so awesome! read more

Now I remember why I never come to this store. The worst Verizon store I have ever been to, the franchise store nearby is even better. 25 minutes to have them even look to see if they have a case I wanted. read more

I would give this store a zero if I could. One star I way too much for the type of miscommunication and lies they say at this location. I had to get 3 managers involved into the lies and mistakes Courtney made since day one. Two months later, the issues persist and the manager Carlos Maldonado stopped responding to my messages! Worst experience ever!!!! Do not come to Verizon as I will be switching back to AT&T pronto read more

Came into the store. One of the phones I wanted to upgrade to they did not have (not their fault..Apple's deal). The other they had and I was good to go. Now starts the full court press to get me to buy all the up-sale accessories that I just "NEED" for my new phone. I respectfully declined not once but at least 6 times to the sales person Iris. She tried but was at least courteous. Now comes the manager, Carl he comes in to give it a go. He starts out making light jokes about why I need the accessories and then resorts to rudeness and actual insults because I must be a complete idiot not to purchase these items. To say that this guy needs some customer service training is like saying Lincoln had a bad day at the theatre. Coming to this Verizon is like buying a used car!!! read more

Cesar was a complete jerk, extremely rude. Told me I was completely wrong about my information when it was information I had gotten from the same verizon store.. don't waste your time coming here. read more

Sales staff practices unethical tactics. Stating one thing and failing to properly disclose. Beware, read everything and then still question their motives read more

Worst service ever! If there was negative 20 stars that's what they would get. We had an appt after calling first to see if they had the phone we wanted, they did and they knew we were coming in for it. After we arrived and waiting 15 mins someone came over to help us. Said we had to wait another 45 mins for a different rep (who was I talking with to begin with). Had every intention of just buying a phone and leaving as we had an appt and had to be someplace else, we didn't need their help with anything except to sell me the phone. Nope, had to wait. Ended up leaving with my $1400 in my pocket because they insisted we wait. Worst service ever. Am glad to see whoever owns this location is happy with $1400 just walking out the door. Bad service, will never return. Who doesn't want $1400 cash? If I owned this location I would be furious and fire every single person in there. Obviously the owner is a better business person then I am cause I would be livid if my staff allowed a solid sale of $1400 to just leave. 20 thumbs down!!! read more

Horrible customer service. I have to wait 40 min. To return a charger that doesn't work.

First time visiting this location. Little to no wait at all. The gentleman who helped my sister and I Angel was absolutely helpful and very professional. My sister and I were on our way out of town so he was able to get us checked out quickly. Definitely recommend this location, all the staff was welcoming and with a smile ready to help their customers. Thank you for all your help Angel ! (: read more

you know how visiting most cell phone stores makes you feel like you should go home and take a shower to get off the filth? Well this store is the polar opposite. Super nice. No pressure. Happy to stay after closing to finish the job. I'm impressed that a Verizon store could have staff this good. Kudos. read more

My mom and I have went to this store 3 different times. The first time we were being helped by a lady named Courtney. She was absolutely a pleasure to work with. We visited the store the first time to purchase a charger and screen protectors. She had such great customer service skills and made it a fun experience. Truthfully, our contract was going to expire and we were thinking of trying another company. We have been loyal Verizon customers but thought we might try to save a few bucks with another carrier. However, after the first experience with Courtney, we determined the reason we stay with Verizon is because of their customer service skills. I absolutely love that Courtney hand writes a note to her customers after every experience. I have NEVER had a rep take so much time to make such a small interaction leave a lasting impression. The 2nd time we visited the location was to renew our service and purchase new iPhones. We were disappointed because Courtney was not working. However, Cesar assisted us and he was also very nice. He spent a lot of time explaining how the promotion worked and really made sure we were happy with the products we were choosing. It was a smooth transition and Cesar made that possible. The 3rd time we visited the location was to switch one of our iPhone 7+s to the standard iPhone 7 as my mom wanted a littler phone. Verizon's policy made it possible for us to do it, without financial hardship. The best part was that we were able to deal with Courtney. She swapped out the accessories we had bought and exchanged them for the iPhone 7 accessories at not additional cost. She talked to us like we had an established relationship. I know she must come in contact with hundreds of people but she sure has a way of making her customers feel like they are friends. We were reminded yet again why we chose to stay with Verizon. I can honestly say that if it had not been for the customer service Courtney and Cesar provided us, we probably would have gone to another carrier. While our Verizon experience has never really been bad, it was never been anything to really get excited about. However, after the customer service these 2 reps provided, I am extremely satisfied. Also, kudos to the Verizon promotional team for putting together such a great iPhone 7 promotion. read more

HORRIBLE, HORRIBLE, HORRIBLE! Bought a new phone from them, had it 2 months, and the thing went wonky. Brought it in and everyone was aghast with wonder. So they shipped me a new phone or so I thought. Get the new phone and after 2 days, it started acting wonky. Brought that back in and was told I was given a REFURBISHED phone. Well knock me over with a feather, when I spent darn near a grand for a new phone and paid cash for it, I sure wasn't expecting to wind up owning a used phone. Only having it for 2 months and the problem wasn't a human oops but rather defective. I say, run....don't walk, and find another provider or just go to another store and try your luck. Either way, Verizon just is bad. I've heard and had better customer service at T-Mobile, where they go above and beyond to make things right. I must have been body snatched to think it was all greener pastures at Verizon, when it's just a field full of manure. read more

I just wanted to tell you guys thank you so much for the awesome customer services and kindness we received while being in your store tonight! You guys were so kind, friendly and helpful throughout the entire experience. Thank you! And josue was awesome he was helpful answered lots of questions and explained everything before it was done. Awesome job to the manager George Guardado. We will definitely be coming back to your store for any more services we may need! Great job and again thank you so much. We will be back! read more

This is not a real Verizon wireless store. Do not, I repeat do not go to this location. Please make sure you are going to a Verizon wireless corporate location. I have been had at this location two different times renewing my contract both times. Yes, this is no one's fault but my own because I should've learned from the first instance. After the first time when I was made promises and sold a dream and my bill nearly doubled, I spoke to the manager and they assured me they would fix everything, but nothing happened. I was promised so many discounts if I undid my bundle with DirecTV and just pay the Verizon bill straight out and my bill went up so high I couldn't see straight. I came back the next year because the manager promised to take good care of me after the last mishap and I was paired with an associate named Sean who basically did the same thing, made promises and absolutely nothing was correct. They are teaching their associates to take advantage of customers at this location is what I believe. Their practice is deceptive and their only goal is to get a sale. They promised to work with you if there's any issues you can call them back and they'll give you their direct phone number, but you will be ignored. I was promised that my next bill will have no charges it would be on the following bill, that was incorrect. I was promised I would get buy one get one free rebate and I had to do nothing only to find out I should've submitted all kinds of documents that the associate did not provide for me so I missed out on a $650 rebate. Also I was promised certain data that was not added to my account and my next bill I was charged overages for the supposed data I was going to have. When I brought it to the attention of this location what did they say! "Well did they fix it at the store or did customer service help you?" Why are you asking me what they did, why can't you fix that what can you do? And please don't feel like customer service will fix their mistake, because customer service will not believe what you say. Basically it's a game of he said she said and in most cases a manager cannot assisting one time is past and you feel like your bill is supposed to be a certain amount they can't fix their lies. At this location they will promise you the world. They will tell you everything you need to hear to get out the door, which is normal with sales, but you can usually benefit in someway. This associate lied there's a difference between a sales strategy and a straight out lie. I was lied to and when I went back to bring it to managements attention I was offered nothing, besides a mediocre apology that did nothing for my phone bill. I was offered nothing but an excuse that the associate made a mistake and was not properly trained or informed. Do not go to this location, find a Verizon wireless corporate store this is a bootleg knock off location that has no strategy but to manipulate and to swindle you and take your money upfront. read more

Very nice place. As soon as I walked in, I was greeted by a very nice lady, got signed in and was ready to go. A few minutes later I was helped by Manny who helped me with my problem and I was ready to go in less than 7 minutes. Very friendly, quick place. This is what you call good customer service. read more

Horrible experience. Iris is horrible, me and my roommates came in ready to buy 3 phones , we called in advance knowing what phones and plans we wanted, we were interrogated worse than by cops! I felt extremely discriminated against. Ended up saying we cant buy the phones just because she didn't want to sell it to us, i repeat do not go into this store. She ran my credit, it was good, we had enough money for the phones out of no where she made up a lie saying someone will call us on why we cant get the phones, i called corporate immediately after, and they said thats not company policy. Don't go here, or at least don't talk to Iris, she is horrible at her job. read more

I have had a positive experience at the store before but not today. I got my upgrade moved up by customer service then went into the store to get a phone and met one of the managers... Eduardo. Stay away from this dude as he gets really close to you when he speaks, will tell you things over and over, discuss internal affairs (IDGAF just tell me if you can help). I left the store and called customer service back, and my phone will be shipped tomorrow. read more

Absolutely the worst customer service I've experienced. I went to the Avondale location off of McDowell Road trying to get help with an ongoing battle with a phone that they sold me 7 months prior that all of a sudden just stopped working. There is no physical damage to the phone or water damage the phone just absolutely stopped working. The customer service representative that helped me was pretty much young and dumb. He told me that he seen this a few times before and that they've been getting in a lot of calls about the same issues. Instead of employee helping me he said my only option would be to pay off the device and to buy another brand new phone LOL For What? He didn't help he didn't care all he wanted me to do was buy another phone so I left. At that point I drove to try to get help from another corporate store on Santa Fe Boulevard and withheld by another dumb representative name Smith after I gave Smith my number he look me up he said he have in his notes that I already went to a previous tour of theirs and there's no way he can help me that I needed to get a new phone they didn't care that the phone all of a sudden started working and there was no physical damage it baffles me how careless they were I have already went one week without a phone and Verizon refuse to help me in this is not the first incident. Whenever anything goes wrong with their service order or revealing me they refuse to correct the problem I've been I've been with Verizon for the past 5 years and have always paid my bill on time whenever an issue occur I always have to come out of pocket and correct the issue that was already faulty when they gave me. So I decided to call their customer service line and talk to a very nice customer service representative with the last name of Griffith I told her what was going on she got on the phone with her manager so that they can help me get this issue taken care of as I've been without a phone for one week now so she promised me to send me a new device and for waiting so long for a phone that I didn't have to pay the last device off and my bill will be $23 cheaper since I paid off my contract. She said it will take 2 to 3 days 3 days at the most. 4 days gold pass and absolutely no phone in the mail she never sent a tracking number away she can be reached absolutely nothing so I tried calling back and getting hold of the same representative that help me and here I go with another customer service. He told me that he will try to find a conversation track the device that she promised that she was going to send me that she got approval from from her manager and he will get back to me another 3 Days Go By no call from him no call from her no call from customer service Verizon they just didn't care. I waited one week for the phone the phone never came she lied and there is no way I can get ahold of her but I have her last name in the date that I spoke with her and they can't find the conversation LOL. So I drove down to one of their smaller locations out in Tempe and spoke with the representative by the name of Connor Jones so he tried to help me and get a resolution to the problem we call customer service to see what was going on on their end why did the lady lie about the phone what's going on with the tracking number and how can we fix it. We were on hold for almost 30 minutes and when we did get a representative on the phone he kept going around in circles with me and the other Verizon Wireless representative he put us on hold for 35 minutes and then hung the phone up on us and never even called back. All calls are recorded so I don't see how they're allowing all this to happen and they're supposed to be corporate I cannot say how unsatisfied in baffled I am about this company. As high as their bills are and how expensive they are and they refused to help or have any type of customer service well anyways at the end of the day after spending 4 hours and a half at the last Verizon location I end up having to buy a new phone with my own money no discounts no perks no nothing and Verizon just walked away stroking their shoulders like oh well this is the worst customer service I've ever experienced and I absolutely hate that I stayed five years with this phone company read more

So no complaint with the wait or the primary reason I came in (exchange blue tooth device that was under warranty) but since I was out of contract on my phone I asked about getting a new phone. I own a S3 and asked about an S6 but my caveat was I didn't want to pay any more than I presently paid as I think that's too much as it is. Martha said she could do it (new phone) for same amount per month so no brainer right? Then it turned into a car sales showroom, turned out she made a mistake and couldn't do it for the price quoted (why? I make a mistake in my business with a quote I honor it) and so suddenly she starts writing numbers and before long it's $10 more per month, I told her I pay too much already, she starts writing more numbers (now less data) and says well its only $5 more per month. What part of I don't want to pay more can you not understand? I get it, Verizon is huge and they could give a rats ass about my business (been a customer over 10 years) and frankly she seemed surprised I wouldn't do the deal. I was equally surprised they wouldn't do it my way either! A manager was there with her (Allan) and he did nothing to retain my business. I guess I will take my $1200 of business a year to someone else. I was there about 5 30 PM on November 23. Very disappointed. read more

I upgraded my iPhone at this store yesterday. It was the best--easiest, fastest, and most pleasant--cell phone transaction I've ever experienced. The store manager was Eduardo and the sales representative who took care of me was Noe. When I walked into the store Eduardo took a quick break from the customer he was helping, greeted me very pleasantly and got my name, told me that there were two people ahead of me and that he thought the wait would be 10 to 15 minutes. About 5 minutes later he finished with his customer and told me that I would now be first in line. In another 5 minutes he brought Noe over and introduced us. In another 15 minutes my transaction was finished: I had exactly the phone I had come into the store to purchase, a new Mophie charger for that phone, activation, promotional credits, trade-in value for my phone that was $25 more than Gazelle was offering online, and a recycling credit on my account. Then Noe walked with me to the exit, held the door as I left, and cheerfully wished me a good day. A truly outstanding shopping experience, and I don't like to shop. Thank you, Verizon, for having your store run by such terrific people. read more

Courtney is the most efficient and her customer service is impeccable! She will combine her "verizon knowledge" and positive attitude to help you receive the best experience!!!! read more

I visited this location around 7:50, 10 min before they close because I had an issue at the other store that they couldn't resolve, ( Avondale off 99th ) i never learn my lesson to only deal with Carl Lacewell, he is the manager for this store and has amazing customer service skills, he actually cares about trying to help and find a solution to your problem, he smiles all the time and always gives me a good vibe, from now on I will only deal with him because he doesn't mislead you or give you the run around, way to go Carl, thanks for caring about your Verizon wireless customers and thanks for taking care of your customers needs each and every time, I can tell you really like your job.. read more

Waiting for over 20 minutes watching workers on their phones not helping anyone. Customer service is not very good.

Purchased a second phone the end of November, took it back within the 10 days to get a complete refund (which I did), and to get the service cancelled for that number. I was told prior to leaving the store that it would reflect on my next bill that the second line was disconnected. I took their word for it and didn't bother to check the next bill (My fault). From December to April, I've been paying for that second line, called customer service two days ago, they were very helpful in assisting me. Customer service had a problem with the store themselves, the young lady who was helping was put on hold three times, I was on the phone with her for over an hour, because she was very diligent in wanting the store to fix their screw up. No-one ever came back to the phone, I was told that it would handled after we hung up. Bottom line is, I think as long as there a chance of a commission involved, thy're all over you in the store, when it comes to good ole fashion customer service, they don't have a clue! read more

Came Wednesday to add 2 new phones and fix my Samsung 5. They factory reset my phone and I lost EVERYTHING. They did not have the phones in stock so they were mailed to me. I am told just come in to activate them "it will be quick" It has so far been over 1 hour, the numbers they provided were linked to someone else's default account. The sales rep has been "working" on it in the back so I can not even ask him a question. read more

Waiting about 35 minutes for assistance after they took my number down. People who came in after me were immediately helped. I was not.

We purchased an iPhone 7 for our son's graduation present. The sales associate put the phone back into the box incorrectly (putting the phone on top of the user instructions box) so that there was no lip on the box to prevent the phone from falling out when opened. The phone fell out of the box onto the floor when we took it home as it was not placed correctly by the associate. When I went back to Verizon to complain they told me it wasn't their problem. They then proceeded to tell me this was a common problem and that it was a well known problem with the packaging of iPhones. Unfortunately our sales person didn't bother to tell me this and made matters worse by putting the phone in the box incorrectly to further exacerbate the inherent design flaw. The "manager" told us to buy insurance wait a day and put in the claim as a "fix" to the problem. I was upset but went ahead and spent the $80 to get the insurance. The "manager" stated to wait a day and file the claim. I filed the claim and it was denied as I was told you have to wait 30 days after coverage in order for the insurance to cover the item. Lovely, not only did they negligently not take responsibility for their mistake but now had me pay an additional $80 for their insurance that can't fix this phone. DON'T GO TO THIS STORE. THEY ARE INCOMPETENT AND LIE!!! Buyers beware. read more

Here's the problem with Verizon overall. This company thinks that they are the best and people will just flock in and they don't need to work hard to get customers. Maybe, true with new customers but when it comes to customer loyalty and customer service, that has gone out the door. I have been a Verizon customer for over 10 years and not really had any issue. My husband and I went in to the Rancho Santa Fe, Avondale store yesterday. We were approached by the greeter nicely but when he gave us to this Alex...oh boy, he either must be having a bad day or just not liking his job. He seemed very abrupt and inpatient. When I had explained to him what was going on with my account, he seemed like he didn't care and at one time when I tried to simply ask a question, he raised both his hands and gave me this look like, wait till I finish. Rude!!! Then, he said you can return the phones and go to another carrier. Wow, speaking of customer loyalty and retention. That's what I meant, Verizon doesn't care on keeping a customer since they have others to take our place. We ended up going across the street to AT&T who listened to our needs and we had two very helpful representatives which is refreshing. As the AT&T rep told me once we left, "Glad Verizon messed up". So true!!! read more