manager lied to me constantly he charged $460.00 for phone setup without consent. The phone took less than 15 minutes to change numbers; that is $2000.00 an hour charge. Go to Burlington mall Verizon for honest employees. The manager refused to return my phone 2 days after it was bought. He also refused to give me a receipt and took a picture of his computer screen as an illegal receipt and not legal. read more

I was charged for goods and services on a payment plan without my consent. i discovered this when I got home and logged into my account.

I went into the Bedford location because my phone stopped working and once he figured out it was an insurance claim he could not have been less interested in me. I had some questions for him as I was filling it out and he had us back to me. I had to ask him to turn around in order to talk to me. He was helping me with the service for Verizon provided and because he wasn't making a sale he could not have cared less. read more

We were having issues with activating a new Verizon phone; after trying for 2+ hours with Verizon's online chat support (including getting abandoned by our service rep), we thought, hey, there's a Verizon store close by in Bedford; let's make the 5 minute drive to speak to a human in person who might be able to help us. Little did we know that this shitty little establishment is not an actual Verizon store, it is a "Verizon authorized retailer." As we soon discovered, there is nothing helpful that they can actually do to support activation issues. On the subject of "helpful": the customer service rep who was at the store was one of the most arrogant, entitled pricks I have ever encountered in retail. After telling him our sob story hoping to garner a bit of empathy, this little douche had the gall to tell us that it would cost a $50 "activation fee" to complete the activation. After some clarification of our ask and a half hearted attempt at activating the phone, he said our only option was to call Verizon support... AND, that he could not make the call for us, AND that we were not allowed to make the call from inside the store. It was pouring rain out. The douche snottily told the three of us- two of whom were an elderly woman and a woman in a wheelchair- that we could go call them from our car. After incredulously asking if he was really going to make us go out IN THE POURING RAIN to make this call to support for the company whose logo was emblazoned on his store, he looked at me with a shit eating smirk on his face and said "Yes." In summary: if you want a helpful retail experience from a decent human being, do not come to this shit pile of a store, so that you do not have to deal with the arrogant, pig-faced troll of a virgin who works there. read more

** UPDATED - Aug 24 2022 ** I'll leave the original review below - while my experience still holds true in terms of the service I received - there has arisen a problem. I was charged over $1,000 for items/services that I did not agree to - and that no Verizon representative can tell me what it is for. My bill going forward is an absolute mess and not at all what I signed up for. And my trade-ins of several weeks ago have not made it to Verizon yet. We are in the process of finding out what exactly went wrong, but obviously I am not at all happy with what has happened - once this all get's resolved I'll update my review, but for right now - while the service was excellent - something went completely off the rails and I was charged over $1,000 and no one can tell me exactly what it was for - so please beware of what you're getting into - make sure to be diligent and thorough. Here's the original review: I anticipated a long painful afternoon and wound up happy, with three new phones, and a better plan. I'm not very good at writing reviews and frankly I don't usually write them, but I felt compelled to due to the outstanding service I received from Branden. He was incredibly helpful, personable and made what is usually an unpleasant, frustrating and confusing process into a seriously enjoyable afternoon. I was all set to move on to a new cell provider - I thew the name at him like it was a rock. He simply smiled and just disarmed my frustration. He walked me through a new plan and I upgraded my entire families cell phones - I cannot stress enough just how incredibly pleased I am with this experience and I cannot stress enough that Branden is the only reason that I decided to stay with Verizon - after 16 years I was ready to go - If you're having any issues at all - go see Branden! read more

If I could give zero stars I would. Carlos scammed me out of $110 ("sold" me a SIM card that's included in the phone and lied to me about NH charging sales tax) and refused to take a return (but never told me they aren't doing returns because of covid - he told me if I returned it would be a $40 restocking fee). He also failed to fully activate the phone so I had to spend an hour at a real Verizon so they could figure out what he screwed up. He ALSO added someone else's name and address to my receipt, which has got to break some privacy laws. I can't believe this place allows someone to be so untruthful - complete slimeball. read more

I am a long term verizon wireless customer over 15 years.....walked into IM verizon to ask a question about why I was not getting my voicemails. Simple right. The salesperson went on his laptop, and changed my entire service contract without my authorization resulting in getting charged a $100 more per month on my account...I did not sign anything, did not discuss changing anything....but discovered it the next day when reviewing my emails that my account had been changed. It took many calls to Verizon main office and many hours to restore what I had before I entered " IM Verizon authorized retailer. Buyer beware....this store will cost you hours of time and frustration.... read more

I just bought a new iPhone from Verizon and called to see if they'd help me transfer my data. He was going to charge me $50 to do this even though I had just changed my wireless service to Verizon and bought my phone through them. No customer service there. -- The Apple Store was happy to help and do it at no charge. read more

My experience at this store was extremely unprofessional and unpleasant. The clerk, Taliah, was rude and would not listen. I was trying to move my phone number from my work phone to a new phone (from AT&T to Verizon). She did not know how to do that and would not let me explain. This store lost that sale of a new iPhone X as I went to the Burlington Mall Verizon store instead where professionals were excellent. I called the store manager, Jay, to give him the feedback and suggested I send him an email with the details. He took my email but I never heard from him. Hence this review. As a Bedford resident, I try to support local businesses. This experience makes it very hard. Fortunately I have a choice. read more

I came into this store looking to get just an iphone 8 and a case. Other Verizon stores I've been to always try to push me to change my parents plan for this or that reason and make me really uncomfortable. THIS STORE IS AMAZING! Both of the people who helped me not only made the purchase one of the easiest phone purchases I've ever had, but also went above and beyond. My phone wasn't picking up the icloud for some reason and my data wasn't being transferred over. They helped me for over an hour getting it figured out and then even stayed after closing time to make sure I was all set. I've never written a Yelp review before, but this store made my buying experience so carefree and easy I absolutely had to post something. Shivangi is extremely nice and intelligent. This store has amazing customer service and I will surely be back if I need anything else from this store. Id rather pay Mass Taxes here than drive to NH to save money and experience anyone other than Shivangi :) read more

Thank you James J at IM Wireless for one of the best customer service experiences I have had. Not only did James activate my new phone and transfer all the numbers over from the old phone but he helped me immensely on an impulse buy. I almost bought a costly iPad but James realized that a more cost effective device would suit my needs better. He saved me a lot of money, downloaded the apps I needed, and even had the rebate paperwork in an envelope for me to mail by the time I left. Also, thank you to Shivangi who also helped with this transaction. I recommend this place HIGHLY! read more

We're were in a hurry and had to get some components for our road trip. The guy was helpful, friendly, and fast. Got back to the car and had got the wrong then after I had opened the box and took all the packaging apart. He let us return it and we we on our way. read more

The staff at this Verizon IM Wireless was really helpful with me and my issues that I had with my phone. I had gone to switch my plans once moved into the neighborhood and did not want to lose all my precious memories. The staff is very well trained and product knowledge was the key. Awesome job guys. Keep up the good work. Good to know my son can break my phone and I'll be in good hands.... read more

Theses guys are awesome.... The manager took his time helping me get acclimated to my new HTC One after switching from iPhone, five stars

Service at Verizon was great . Had to return for a little education, every one that I dealt with were quite helpful. Thanks Bill

Went in multiple times before making a decision and got plenty of patience help. Will do all my Verizon business there from now on

THEY ARNT EVEN AN ACTUAL VERIZON STORE!. Completely awful. Went in to buy a new I phone. and the salesman told me my total was 256.00 - 56 for tax and the 200 for the phone accessories. the questions I DID ask and the sales pitch he gave me was implied I HAD to buy everything in order to get the phone. He then told me my monthly bill, 2 weeks later I received my bill which was higher then what he said it was. I then called the Verizon corporation number. They told me they are not even a Verizon. They are a contract Verizon and I did not have to pay the $200 to get a phone. I only had to pay the taxes. They cashed my check a month later. I went to go return everything that they sold me under false pretenses and they would not take it back.! I would have NEVER bought $200 worth of accessories if I knew THIS WAS AN OPTION! read more

Update to my review of 1/15.... This has been resolved well. Verizon Wireless corporate, and IM Wireless Bedford MA, and IM Wireless corporate all worked together and made it right. I returned the device with no penalty, plus I got credit on my bill to refund previous charges for it. read more

POOR SERVICE! Owner doesn't return calls. Too much fooling around with the employees. Wanted an upgrade that should not take long. Two hours later still there and told I had to come back to get a return slip and package that I was later told I should have left the same day with. Will not return. Is this how Verizon treats its customers that have four cell phones and spends a few hundred dollars each month. Better business bureau needs a call about this store! read more

I visited the Verizon store this evening, about 45 minutes prior to the store closing, because my cell phone suddenly stopped working and had to be replaced. The phone that I wanted was unfortunately not in stock. I wouldn't have been able to pick up the new phone tomorrow morning because of my work schedule. Shivangi, the store manager, called the Concord location, which had one of the phones that I needed. Another sales associate, Neisha, drove over to Concord to pick up the phone for me so that I wouldn't have to wait until tomorrow night for the new phone. Shivangi and Neisha went completely above and beyond for me and really helped me out by doing all of that! It was one of the best experiences I have ever had in ANY store! The customer service that they provided was amazing and beyond anything I would have expected. They made everything so easy for me. I very highly recommend this store for their wonderful service, kind employees and outstanding knowledge of their products. Thanks again for everything!! read more