We were experiencing a billing issue with Verizon. After numerous phone calls to Verizon 800 Custoner Support line, their lack of understanding of our issue was evident. Promises of being corrected went from month to month with no change to our bill. Finally, we stopped by the Bel Air store and spoke with Chris. Chris immediately understood, looked at our account and saw the issue we were trying to resolve. Chris took ownership of the issue. He spoke with Verizon support, had them make corrections. So we thought. For 2 more months Verisons bills showed no change, and for 2 more months, we went back to see Chris. Chris was not the problem, Verizon billing was. A BIG thank you to Chris for taking ownership of our issue and not getting frustrated with seeing us come back. Finally, Chris resolved our billing issue with the Verison mother ship. read more

I really don't like the whole process for waiting. You have to check in on a kiosk when you arrive. You will be made to wait regardless of what you come in for. I only needed to drop off a phone that was cleared and needed to be shipped back to Verizon. I waited OVER 30 minutes because there were 6 people in front of me and the associates were grabbing them in order instead of the reason for why they were there. There should be a faster process for easy walk ins. There's really nowhere to sit and you have to sit on the wall by the window which is hot. The associate was good at assisting me but I am extremely unhappy about the waiting! read more

The billing in the app does not agree with the call center. Until one month nth against it showed $0 due and then I got called with a $700 bill! I paid that- now here we go again! Its showing that I made 3 payments in July when I really paid 2. They are now claiming that I'm past due for 30 days. The app says that I don't owe a payment until 9/12/25 When I asked for a supervisor I was first told that there WERE NO supervisors. When I asked a second and third time to be escaped to a supervisor I was told they were ALL in meetings. I was told to call my account manager Jaime Green at 1 607 644 4855. When I called I got a message that the number has been disconnected. My billing has and continues to be incorrect since I joined in April. I was a customer many years ago and had the same issue. I thought I'd try the company again but it's worse than it was 10 years ago. I left a request for a manager to call me. I was told it would take 24 hours. AFTER speaking to 2 people and being on the phone for 32 minutes At this time I'm looking for NEW SERVICE with another carrier. read more

The people in this store are absolutely useless they offer no help to your solution and couldn't care less whether you're satisfied as a customer or not save your money go elsewhere read more

I needed some assistance with a stubborn new phone that required new software updates to stay properly connected to my car. Gabby said hello as I entered, met me at the door, greeted me again, and solved the issues quickly. What a relaxing experience with a truly polite and knowledgeable person. read more

Aces ... great customer service from Taylor H. Highly recommended. He spent several hours getting our account corrected after a totally botched effort by BBuy read more

So Verizon finally put the credited money on a debit card and sent it to me. Not that this was a dealbreaker, but I was charged $119 and had the service for two days....they returned $112. I guess $7 was my fee for two days of service. Just know if they act like trying the service will be no issue and will not cost you, don't believe it. After calling and texting repeatedly, the response was, " you had the service for two days so you have to pay for the month!" It wasn't until I went all over social media to put them on blast that I got an apology and a refund. Customer service and truth is paramount in business to me, so I don't recommend them. I really wanted to like the service, because my plan was to switch my cell phone service to them too. Buyer beware. read more

So...hell may have frozen over, but I had an extremely nice, straight forward, hassle free experience here the other day when I came in to cash in on the biannual cell phone upgrade on my account. I came in on a Friday morning and only had to wait a few mins before Steve was assigned to help me. The only issue was having to get my mom to call customer service to confirm the upgrade on my phone (we share an account along w my dad). The customer service rep was being obnoxious about having consent from my dad [even though everything is billed to my mom's card anyway]. Steve could have been a douche about it (like customer reps usually are) but instead was helpful and competent and worked everything out in a few mins and I was on my way. 1 star off for not having the iphone 7 in stock. I mean come on, it's been out for over a month, how do you not have them in store yet? read more

Don't ever agree on a 2 year contract for 1 year fixed price . They will charge you any price they want for a second year or you will have to pay a penalty for existing a contract. Instead of appreciating long time customers they come up with new traps to milk you for more money. read more

I was in need a a new charging cable. While at the store, I could also make an account change. The wait was for assistance was long. The sales representative assigned to my request was rude, unhelpful, and made even the simplest requests drudgery. This was for a charging cable, not an iPhone. I was treated like a criminal, not a customer. The sales representative refused to make the change on my account without legal papers. I went online to Verizon Wireless, and the chat rep. took care of my account change without a wait or documentation. I am mentioning the request of legal documents, is not policy, nor has it ever been for the past 23 years I've been with Verizon Wireless. A major red flag for potential identity theft. the overpriced charging cable that I purchased that day became defective after a few months. I refused to return to the Bel Air location for a replacement under warranty. I went online, and the representative took care of the replacement immediately, with no wait, and received the next day. The dismal treatment I received inspired this review. I have been to other Verizon stores (corporate stores as they are called alternatively), and have always had excellent service. Prior to this visit, I had a faulty cable, waited for 20-30 minutes for the employee to return from the closed off portion of the store, with a "new cable". Guess what? The charging cable was defective and had to exchange that a week later. Too much time wasted waiting for help. I could purchase a charging cable in 5 minutes at Target or Walmart. Employees making their up their own policies to benefit themselves result in less customer traffic at this location. Most of all, customer service is absent at this store. What kind of show is running at this location? It's a circus of misery. Future Verizon purchases will be done online. Management is aware of the unsatisfactory reviews, but doesn't care, issuing canned responses to the complaints. read more

Terrible service. I waited unnecessarily long while the employees sat around and didn't help a single customer in the store. All employees were dressed sloppy and unprofessional, I almost didn't recognize that they worked there. When I told the employee that I wanted an iPhone but I did not wish to purchase a case from the store he told me to "not even bother" if I "didn't have the money." He was ignorant and unprofessional and talked me out of any purchases. read more

Like others, I'd give it zero stars if possible, and not just to the indolent laggards performing no customer service in the store, but to the Verizon enterprise as a whole. After 10 years as a Verizon customer with a flip phone on a "new every two" that I never cashed in on, and then 2 years of "smart" phone prepaid (which I purchased at this address), I decided that I could no longer pay Verizon for cell service that was not provided at my home, except by a network extender that I bought during the flip phone days. It did not provide reliable 1x/EVDO to my 4G phone, and of course is of NO use at all if the power goes out....so you're lying there under a tree and can't dial 911. And I wasn't going to fork out $250 for the 4G version, which still leaves you unconnected in the event your power goes down. Switched the phone over to AT&T who HAVE built a tower to service my area, but the phone had issues that both AT&T and Verizon tech support (on the phone) said were probably caused by the phone not being completely unlocked, even though it had been done under their step by step direction. Verizon phone tech support directed me to go to this store. This store claimed they had nothing to do with unlocking devices, and I should call tech support (even after I had told them that tech support sent me there specifically.) They had me wait about 15 minutes, the useless salesman said basically "is not my yob"...and they offered to help me call tech support, but they were not going to get involved. I told them I knew how to call tech support, and what the hell were they going to do for me. The idiot manager asked me not to "curse" in his store....But he seemed perfectly okay with treating customers as dumb ping pong balls to be bounced around every which way but right. So Verizon, listen up....your phones don't work in my area (I'd have to drag myself from the bedroom to the living room in the event of a heart attack, just to get the extender to carry my call)....then your tech support people can't fix it over the phone, and they send me to your corporate store...then your corporate store tries to send me back to tech support on the phone....everybody's pointing the finger the other way and providing ZERO support after sale. These workers were a disgrace....they seemed to think they deserved a paycheck just for arriving at the store....not for providing anything of value to their customers (and yes, I bought the device there, after 10 years of contract status and then two years of prepaid....so I definitely WAS a customer, but will never be again). I agree with the 1-star reviews that say they're just looking to take the money and run. Verizon, YOUR CORPORATE CULTURE IS A DISGRACE! Can you hear me now? read more

Horrible rude service, untrained uncaring staff Given wrong prices, with 3 visits got three totally different sets contradicting information. No desire by management to correct, apologize or address the issues. Clearly a horrible customer service culture. read more

Will never go to this place again. I bought a new phone and I was given a box from back of store that clearly has been open with wrap loosen and dirty from inside . I asked the girl 3 times to give me another new phone from back and she argued with me claiming they don't do things that way ! My cell phone has been acting up since , so I will definitely report her and demand another. read more

To avoid any confusion, as stated in my original review, yes, I was eligible for an upgrade. I also purchased all the premium monthly add-ons, such as insurance for all three lines, Verizon nav, etc. and carried these options long-term. All one needs to do is read my review to get an overview of my history. If there are any specific questions about my account that is not reflected in my post, feel free to contact me for additional information. read more

A business can operate in one of two ways. It can either try to work honestly with its customers, building good relationships with people so a loyalty develops or it can try to finagle as much money it can from anyone who walks through the door. Verizon obviously has decided upon the latter. If you attempt to buy a simple phone, you are told that it must be bundled with its worthless Hum product, which offers nothing that a later model car does not already offer. If you try to return it after three weeks, you learn that it had to be returned by two, a point the salesperson neglected to mention. If you tell them you do not want the worthless Hum, they will bundle your new phone with a tablet. Obviously these people are instructed to push product and honestly meeting a customers real needs are not a true consideration. read more

Good experience shopping here on Christmas Eve for the wife's gift. No, I am not that bad of a last minute shopper ... for various reasons my wife is still on her family's cell plan, and we decided it would be easier to get her gift - the iPhone 5 - when we were up visiting them for Christmas. The store was, as expected, busy, but we were greeted quickly and put into cue with an estimated 15 minute wait. I've gotten far worse wait times at a Verizon store on a Saturday, so if the held to that time, I thought, then that's far better than expected on Christmas Eve. We decided to shop for accessories while waiting to save time, and time passed by quickly when we were called. The service was A+. We discussed what we wanted, and the phone/account transfer went smoothly. We discussed accessories, which led to a discussion of screen covers, which led to both me and another person in the party lamenting on how we did not like ours. We bought new ones and he offered to install them on not only the new phone but on our phones as well. And he is a pro at it ... mine is perfect. Overall, very positive experience at this Verizon Store. In fact, I can't think of one that went smoother at any other location. read more

I'm really quite irritated with this place already, and I never even stepped foot inside. I had a simple question about screens, so I called this place since I purchased my phone from a Verizon store. Never once was I able to speak to an actual person--it kept bringing up menus to further narrow down my inquiry. I tried at least five times to speak to an actual person, since my question wasn't included in the menus, and just kept getting the robotic voice giving me more options. VERY IRRITATING. I understand specifying the nature of the question so it's easier to direct, but after choosing option after option I just want to talk to someone. I feel like an old lady-- "human contact is dwindling, robots are replacing us" but now I understand how frustrating it is when you have a simple question that can be answered better by an actual person, but you keep getting a machine. read more

Great service! Friendly staff! I will definitely be returning to this location in the future.

ONE STAR -Last week I went in and asked Wayne why I should buy an iphone there and pay $750 when I could buy one for $299 at Best Buy. He said that Verizon would cut my line fee in half, so the actual change in my bill would be just $11. Sounded reasonable to me so, I went ahead and bought the phone. He did not check my current bill. If he had, he would have seen that I was already only paying $20/Month for my line access fee. Bottom line, according to the Verizon email I subsequently received I would be paying over $40 more per month. In addition, he did not know much about iPhones and gave me instructions(which I wrote down) on how to restore all my stuff to the new phone when I got home and was on wi-fi. That didn't work and I spent over an hour on the phone with Apple trying to figure it out. FOUR STAR -Today I went back to the store feeling really taken advantage of and seething. Wayne was not there, but Japeth offered to help me. I explained the reason I was so upset. What I learned from him was that when you buy a phone with a 24 month contract( as at Best Buy) your line access charge goes up to $40/month. Technically, Wayne was correct, but he mislead me about my monthly bill. When all is said and done, an iPhone 6s 64 costs $750 and there is no getting around it. Japeth was extremely helpful and patient. He suggested that I make some changes that would lower my bill and showed me how to cut down on data usage on my phone. I'll stick with him from now on. I guess he's a good salesman. He calmed me down and kept me from returning the phone. Of course that would have cost $35 for the restocking fee - another nugget of information Wayne failed to share with me. read more

No one seems to work here. Of the 8 employees I saw on the floor, only two were actually with customers. With plenty of people ' checked in' waiting for service. When an employee brought this to the attention of what I can assume to be a manager, he causally told him ' sure if you want to help someone, go ahead.' This manager went between checking the computer and his phone pretty often. Two female employees seems to be with a customer who was on her phone most of the time, I'm not sure if she was an employee as well but wasn't wearing an ID. The guy who checked me in was seen shortly after chatting up someone waiting for service that was after me. It really just seem like no one was really working. 25 minutes of no one ' in the que' being helped, I left. read more

I'd give it zero stars if possible. Extremely disappointed in Verizon as a whole. My father passed away a few weeks ago so I bought his phone and went to this store to have it switched. Since I have insurance on my phone, the rep talked me into sending my phone in and getting it replaced with a new phone for free. The reason I wanted to switch my phone to a newer phone was because I could no longer hear out of the phone unless I had caller on speaker, which wasn't always convenient. So instead of switching to my fathers phone, I sent my phone into Verizon for a new phone. My "new" phone was not new, it was refurbished and has horrible battery life, much worse than the one I sent in. Verizon told us that the phone I sent back had a cracked screen, which it did NOT when I sent it in. They said my cracked screen was the cause of my problem. Really, Verizon??? So, they charged us $180 to keep the crap phone they sent me. Verizon is the absolute worst!! Sprint and AT&T, Do NOT switch to Verizon! I am wondering what those carriers would offer me to switch Update: I was in that store twice for the issue. The first time was when the female rep told me just to replace my phone since I had insurance and the second time was when we talked to the rep in the scooter, who I really like. He examined my phone to make sure I had removed the find my iPhone app and assured us that we followed the return instructions completely. Either of these reps would have noticed if my screen was cracked. The second rep would have advised us to package it differently if it needed to be. Verizon thinks I'm stupid enough to believe that a cracked screen (that I did not do and haven't seen evidence of) was the reason I could not hear my callers. I don't believe Verizon cares enough to rectify this issue and doesn't care if I go to another carrier. We have been faithful Verizon consumer for a very long time and nothing will be done. read more

I would give zero stars if possible. Rude know-it-alls. Came in to pick up an online order. Big mistake. They just want to sell you things you don't need to get commission. All I got was treated badly. I will NEVER go to this store again. read more

I absolutely hate this store.... I hate the employees that work here and the management is horrible. Verizon customer service experience behind the scenes isn't even a 1 star either. After being a loyal Verizon customer for over 10 years I switched to at&t. read more

Worst company to deal with. Customer service reps LITERALLY lie to you. In store and especially over the phone I was a customer for 16 years...never again. So glad I switched! 1 star is too much of a rating in my opinion. read more

The employees at this location are fine and generally very helpful but they need better management. I don't know who hires or promotes the management for this store but the manager I saw in there as of late isn't amazing and I wish I would have gotten his name. As a manager it is YOUR responsibility to take the charge in providing the best customer service possible, not look like you can't handle a little holiday rush. Also, a little suggestion for your customers... inform them where they stand when you take their name. It doesn't have to be a time frame since each customer deserves your employee's undivided attention but a nice "There's 5 people ahead of you. Please feel free to look around" would go a long way. read more

Whole lotta standing around, only waiting for a SIM card but they all stop what there doing to help out the guy buying an over priced case. Need more employees and better customer service. Lock me inside cus can't have customer come in a lick before 8. The chipotle line moves faster. read more

Employees nice, but the process is terrible. We knew what we wanted when we arrived, spent 10 minutes just hanging out until first verizon agent greeted us, said it was in, then tried to explain some promotion offer but we did not understand it. I just wanted the bottomline on the bill since "promotions" maynot seem to be a savings. He had an issue, passed us on to another agent who told us after 10 more minutes of waiting they did not have the phone we picked out. Got home ordered it online cheaper, just have to wait 2 days. We will not be back read more

One month into my 2 year contract with verizon fios and I hate it. I thought comcast had the absolute worst customer service, but it turns out fios is even worse. Three attempts to talk to a live person on the phone resulted in them disconnecting the call after long (20 minute +) holds. They might be marginally cheaper then comcast, but they are one thousand percent worse in service. I didn't think that was possible. Save the headache and avoid verizon fios. read more

Received the iPhone X via Mail from Verizon two days ago. Today, the phone would not turn on. I called Verizon support via phone and he walked me through a bunch of steps.. Nothing worked. Was told I would have to go to my local store for help, which was Bel Air, MD. Let's just say.. I won't use names but have each employee name written down The first guy looked at the phone and couldn't get it to work. A second guy was able to get it turned on.. Then a third guy who stated he was a manger came over. First off, his tone of voice was terrible. I was trying to explain to him the phone would not work and his other employee has the same problem.. (Another customer was in the store with the same problem). He told me this happens all the time with iPhones. I told him, I've had a iPhone from day one and never had this issue. He insisted this was normal for a iPhone and I should do a hard reset everyday.. I told him I was not happy with that and I wanted a new phone to insure this would not happen again. He got very loud and rude "Maam.. your phone works" "Maam, I'm not giving you a new phone" ect. I finally asked to speak to a manger.. he looked at me and said "Maam.. I am a manager" I finally said, I want to speak to your boss, the general manger who was there.. He walked in the back, came back out and said, he is busy right now, he will come out when he is done in about 10-15 minutes. While I was waiting, I spoke to Apple on the phone who stated the problem I was having the my iPhone was NOT normal and it's most likely an issue with the phone. Since we could not find any employees around while waiting for the general manager, I make a date and time to go to the Apple store. I will NEVER go back to this store and plan on filing a complaint with Verizon regarding how I was spoken to by this employee. read more

I went to the store with my wife to upgrade our phones; mine because of lousy service from Sprint after 15 years, hers because it was old. I was apprehensive about going to Verizon for service because I'm very cynical of all the Cell phone companies because of their terrible customer service. I was pleasantly surprised by the service/patience I received from Jamie Price at the store. I had to make 4 trips to resolve my issues with Sprint releasing my phone, not Verizon. She was patient with me and my total frustration. She took the time to give me direction, assist me and finally help me with a purchase of a new phone because of the lies from Sprint. I would highly recommend her and the store. Thanks again to Jamie and her team. read more

I will never go to this location ever again. I went here because it's the closet location to my house. I wanted to upgrade my phone to a newer model, while I was there my rep was trying to upgrade me on EVERYTHING, it was very annoying but expected. I work in sales myself, so I know how it is. The part I thought was odd was that I specifically told my rep that I did not was the insurance on my phone, I had my own thing in mind. My rep told me that is not an option, you will automatically get the insurance and you have to go into your account options later to remove the insurance. I thought that seemed odd but at that point I just wanted to leave and told him I would remove it myself then. I originally wanted a phone they currently didn't have in stock but was willing to comprise because it was just over color, so not really a big deal. I did whoever remember there was another location that was near by so I called them to see if they had the phone in-stock which they did. While I was on the phone I asked them if that was the how the insurance works that you are charged during the purchase process but taken away later and they told me that is not sure. I was irritated and decided to bring back the phone, mainly because I was lied to. I came back to the store to return the phone and my rep told me I must have misunderstood him. I showed him on my bill where the charge was. I requested his manager and said I should not have to pay the restocking charge for the phone that was never taken out of its box for the main reason of returning it was being lied to. His manager was just as unapologetic so I just said I would pay the restocking fee so I could just leave. I feel there are no sales ethics there. Just beware. read more