I came here with a broken iPhone 4s that I dropped. I knew I was not eligible for a new phone yet but came here anyway to ask if there is any other option. Don't ask how these guys pulled it off (added a line to my iPad and changed the devices or something) but I walked out with a new iPhone 5 for $250 + a giftcard for my fully useless (blank broke white screen) old iPhone for $59. My monthly payment did not change. I was super happy!! Thank you Armando, Ingrid and Dan! It took them 2hours but they did not give up and came with a great solution. Great costumer relationship building. read more

Nice PR attempt Verizon. No one has contacted me...not no you phone, not by email, not by mail. I'll have to assume this is more corporate BS. Don't publicly say you're fixing something you're not read more

I walked into the store yesterday in a shirt and tie and was immediately greeted by no less than 3 people. I walked in today wearing a Hoodie and jeans. I was never greeted and my presence was never acknowledged. 3 employees went out of their way to not make eye contact with me while they chatted with each other and played on their phones. After 10 minutes of patiently waiting and opening talking to my buddy about not being greeted, I left the store. Sprint, here I come! read more

Just got back from switching my contacts from my antique BBerry to retro Motorola Razr V3! Psyched they were sooo nice and even lucked out and transferred my photos and contacts! Yeah! I've always had good luck with this store after the Binney St Store closed years ago. A'starra K. helped me and it was such a great experience for a 60 yr old lady! Then I asked how much I owed them for their time and they said it's free, come and visit us any time! If you are from NYC or W. Coast you will really miss home; and you will love this store. I also lucked out and got NFL Patriots hat, lip gloss & hot/cold Patriots mug! Love my Verizon Swag! 5 stars! Thank you! read more

Nathan helped me out today with an iPhone upgrade. The whole thing took about 20 minutes, including the wait time when I walked in. He got me the best deal, he wasn't pushy on a plan upgrade, and he answered all of my questions. After some not to pleasant experiences at other Verizon stores, and online, I was very appreciative of this experience. read more

They only had one worker here all day. The queue was completely out of control and the people working who could not help with phone services were completely useless and disrespectful to those waiting. read more

No wait time, but the most condescending "help". I was there to ask about an upgrade and going from iphone to android but it seems that YouTube would've been a better route. Considering these plans are so expensive you'd think they'd provide better customer service. read more

I have never been motivated to write a review until today. I went in enquiring about the process of canceling my service due to a move abroad. The two men standing at the entrance were not interested in dealing with it and just gave me a phone number to call. There was only one other customer in the store and three employees. When I tried to ask for more information, they kept pushing me to just call the service center. The two men went right back to playing with their cell phones. Furthermore, when I left, they snarkily said have a wonderful day. I was polite and calm the entire time with my interaction with them, there was no reason for that level of passive aggressiveness. They just had to do their basic jobs answering some basic questions to a customer. This is a very disappointing end to a 14-year long relationship with Verizon. Shame on you all. read more

I mean, no one goes to the Verizon store for a good time, but this place is exceptionally bad. Employees I dealt with (with the exception of one woman) were sarcastic, dismissive, and unhelpful. What's more, I felt like I was dealing with slimy used car salesmen stereotypes. read more

So I have to give it a star because there's nothing lower than that. DON'T GET VERIZON!!! Wireless is too expensive and bad internet service even in Boston. Internet it's not only a RIP OFF but it also SUCKS. I will not go into my long story, but if you are looking for reliable internet service and good customer service, please don't go for them. I moved to Beacon Hill and read that Verizon was the best service in the area - I wish I would find that review - it was a mistake. It was super slow, never worked. During my last week of service I called them 5 times in a week and asked them to send someone out. They refuse to send someone. We did every test they asked us to do, and as a last minute thing THEIR TECH GUY TOLD US TO CHANGE PROVIDERS. That we weren't getting, neither were we going to be getting, the service we were paying for. Many more phone calls later, and now they are charging us fees from no where. Please go for comcast - my internet and cable service provider again. Before moving I was a comcast customer for over 4 years and never had an issue. They are very helpful and always send people to check things if there needs to be. Bad internet, bad customer service, hidden feeds, breaking contracts, etc. read more

Verizon offices are only as good as their managers and this branch is the best. They are real problem solvers who are also incredibly nice and patient. I'm not a highly skilled techie and they help me with all my needs. Once I encountered a rep who was not capable, nor nice and he quickly disappeared from the staff. Most of my problems are through my error or ignorance but they always treat this with warmth and humor, never a hint of frustration or scorn. When they don't know the answer they keep looking. read more

Upgraded my iPhone 5c to a 6s, taking advantage of my eligibility for an upgrade and a promotion. Very impressed with BRADEN at the Washington Street store in Boston. Decided my wife should do the same, but close to home at the Harvard Square location. BIG MISTAKE!!! Assigned a lazy incompetent named FRANCO. He failed to credit the promotion till we insisted; he brought out the wrong phone and started the installation until we insisted he had made a mistake; and he spent an interminable time in the back room for reasons unknown. After an hour my wife and I despaired and foolishly agreed that my wife would come back the next day to transfer all the files. ANOTHER BIG MISTAKE!!! What was promised to take twenty minutes took an hour. When it came time to install my wife's thumbprint, FRANCO said my wife should have me do it at home and when my wife came home, she realized not all the files had been transferred and the phone did not work! I said no way were we going back to Franco or the rest of the indifferent staff in The Harvard Square location. So off we went to the big Boylston Street store where we were met by WILL who proved totally first rate and personable. He replaced what was a defective SIM card and he installed my wife's thumbprint. He patiently and expertly answered all our questions. My conclusion: it's like calling tech services in India or the Philippines and realizing the bozo on the other end of the line knows nothing but to read a scripted protocol and understands nothing! Best to hang up and call again in the hope of speaking with someone else who just may know what he's talking about! When local avoid FRANCO and Harvard Square at all costs and go see either BRADEN on Washington Street or WIILL on Boylston! read more

You know, I have been a Verizon Wireless customer for several years now, and the Harvard Square location was always my go-to store if I needed something, be it an upgrade, tech support, a new charger, you get the idea... I even went so far, on SEVERAL different occasions, to write to VZW Corporate to praise the staff at the Harvard Square location for their great customer service skills. That all changed a couple of weeks ago, when I wound up with NO PHONE due to my spontaneously-cracked (see: not dropped or handled poorly- the damn thing cracjed in three places while I was looking at my e-mail) phone became no more. I went in to see if I could get an insurance replacement that day, in the store, because I was in the middle of a very complicated situation- to avoid too many details, lets just say that having my phone is a life or death situation. The store was practically empty. When I came in, "F**k the Police" by NWA was being played via one of the display phones. No big deal, in my book, usually, but when you then try to have me arrested (no exaggeration here) for using the words "piss-ant" and "frikken" in a rather soft tone while I am on a landline phone shifting back and forth between the insurance company and UPS, then yeah, thats a bit of a double standard right there..... Anyway, I was treated like absolute garbage by no less than four staff members of the Harvard Square location and after several years of praising them, I will now spend much more time telling my friends and family to not bother giving that location any business. read more

Just continuous terrible experiences here. The customer service is rude, not everyone but a few individuals, and don't listen to you and keep going on and on without fully taking the time to respond to what you're saying. Further, in the past, I have waited for a half hour or more to talk to a technician, only to have them not resolve anything and have me come back another time at which point, I was told conflicting information. Having issues with your phone can be frustrating, but poor and rude customer service can have the effect of making it a truly infuriating experience. read more

Terrible customer service, went up to counter with technical problem with my phone. Was told that I must talk to one service rep as he was the most technically savvy. Waited for him politely for about a half hour, was completely ignored, 20 minutes of this time he was just having a personal chat with the customer who was before me. All other sales associates averted their eyes and stood in a circle with their peers talking to one another. I finally had to leave as I had another appointment. Shockingly rude. read more

Love (I think that's her name, anyway) blamed me for damaging my phone and put me on the line with insurance, while her two co-workers were so boisterous and engaged in their own conversation next to me, despite seeing me on their landline, that I couldn't actually hear the phone conversation. She also messed up setting up my insurance claim so now I can't finish submitting it online. Between her sarcasm and her two co-workers chatting away loudly and putting their own conversation ahead of a customer, I can safely not recommend this location to anyone else. I have never seen such disregard for the customer from Verizon stores before. read more

Verizon internet provider? Horrible horrible horribel! Extremely unreliable. Sometimes works well sometimes not even there. We sit near the supposed technology hub of the world (Kendall Sq Cambridge but we get flawless internet in Spain, upstate NY where I also work but using other internet providers. Often says Verizon network is experiencing difficulties. Skype, google hangouts freezes, browsers often say you are not connected to the internet. Truly amazingly bad service compared directly to other providers in other states and countries. Avoid! read more

I have always had good experiences at the verizon store in harvard square.. but today was definatly the last day i will ever go there. I went in to turn one phone off and turn my other phone on ... they did this for me two weeks ago with NO PROBLEM, but today the woman was extremely rude to me.. did not listen to anything i said AND threw my phone around like it was a toy !! i had just payed $160 to get my iphone 5 screen fixed and she treated it like crap !!! ya she got the job done but it was the worst customer service i had EVER experienced in MY LIFE!! read more

Very unpleasant experience at Verizon Wireless store in Cambridge. All of the staff seem either unfriendly or inexperienced. We had to wait a very long time to get help. The guy who took our name was really unfriendly. The guy who ended up helping us clearly did not know what he was doing. I really wish they would get a great manager and clean up shop. read more

I visited Verizon today at Harvard Square with an iPhone issue which took nearly 2 hours to resolve. I'm convinced if it had not been for Chris, a fantastic tech support person there, I would still not have been able to resolve the issue. Not only is Chris very knowledgable, he can explain fairly complex issues in simple to understand language in order to arrive at a real solution.. Not just a fast fix which will require more visits with the same problem. Rare to find someone like Chris who is truly both patient and capable. Thanks Chris !! read more

Terrible customer service. Rude and unprofessional. My daughter ordered an Iphone here and we inquired about insurance when we ordered and were told you could add that when it came. Of course, the first day, her friend drops it and shattered the face. When she went to ask and indicate that we hadn't been offered the insurance at the time we ordered it, Jeremy (store assistant manager?) essentially told her she was lying and that they always offer insurance when a phone is sold. He said "this is not going to come down to your word against mine" and indicated that his manager would back him on this. He was defensive with her from the get go and was clearly not going to assist in any way. She ended up going to the Apple store where they ordered her a new one for a reasonable price (essentially the deductible on insurance). read more

I went here back in November because I needed a new phone. I got the apple 10. The sales person said that they were doing a promotion that ended in one day and that I could add on an IPAD for 7 extra dollars a month. I said okay, they just needed my student ID. He scribbled it out for me on a post it note, how it was going to work for 7 dollars a month. Anyways, two months in the plan began getting charged an extra 17 dollars a month for the iPad. I called the store to see what was going on and the same person answered, who sold me the phone and said "oh yeah I remember you" and I asked him to email me an official document to show me how the 7 dollars a month could work. He couldn't do that he said. Instead he took a picture of my bill, actually my moms bill, because it is a family account. And sent it to me from HIS OWN personal cell phone. He took my own personal information and took a picture of it on his phone to text me it. Why is a store employee texting me my moms bill from their personal cell phone. My mom and I ended up calling the verizon store cooperate office. The man said that there was no promotion going on in that time and he just gave me the lame student discount and lied about it to me. Disgusting. read more

Worst customer service I've ever dealt with. Don't waste your time. This Verizon store wouldn't update my cell contacts to my new phone that I bought at Verizon because the phone was over 15 days old. read more

I use this store when I buy new phones and accessories. I personally believe that the cell phone companies are all crooked and disguise plans to get more money out of you (remember unlimited data for $30?). That aside, the customer service here has consistently been great. The employees I have dealt with have all been polite and helpful. On street parking can be tough, but there is a parking garage around the corner with good rates. read more

Indifference. They might as well be a government body. You can't compare phones side-by-side. You are assigned a salesperson for your visit when you sign in upon arriving at the store. Fine. My guy shows me a few phones that fit my needs. Each in a different part of the store. Then he vanishes. I walk back in forth with questions in my head. Finally I decide what phone I want. Now my guy is nowhere to be found. The rest of the staff can't help me. They have customers of their own, I am told. I am orphaned. They look and call for my tech assistant - he can't be found. Finally the manager like character helps me. While on his mobile phone dealing with something else. Annoying. I get the phone - I'm out. As always, a horrible experience. read more

I had a very good experience at this location. Joe Sullivan assisted me with the purchase of a new iPhone 6. I actually went in to have an iPhone 4 activated and when it wouldn't work due to update issues, and after a couple hours - he was able to get an Edge plan for me and long story short, helped me out and I left the store feeling "taken care of" . This place gets crowded but with Joe I didn't feel rushed and he answered all my questions. There did seem to be several new sales associates asking other associates the drill, but Joe was very helpful to me (and other associates). He is patient, professional and I will continue to visit this Verizon store for future needs. Give them a try - !! read more

This review is more for a particular staff member than the location itself. Normally my experience here is very average but I came in last weekend to upgrade my phone and Thomy was not only very helpful in answering all my questions about the various options, but he also directed me to go to Best Buy because they were offering a special on the phone I wanted for much, much cheaper. Since their employees work on commission, he lost money by helping me out. He even called the Best Buy to make sure they still had the deal going on. He saved me about $200-300 overall. Super nice guy and I definitely recommend working with him if you're in the store. read more

While Verizon Corporate remains as evil as ever, the folks at Harvard Sq VerizonWireless are winners. I bought a new phone while renewing my contract, and lost it in a river (no kidding) a week later. Not wanting to drop $200 on a new phone w/out a contract at Verizon, I turned to a reputable ebay store -- whence, alas, I received two BROKEN phones. The good folks at Verizon not only helped me troubleshoot these ebay phones for free, but they then DUG MY OLD PHONE out of their pile of donated phones (semi-functional still), and reactivated it for me. Not only that, but they helped me figure out which of my parents' old phones I could adopt, since they were due for new ones too. Despite Verizon's evil corporatism, none of these employees tried to sell me anything I didn't want or couldn't afford. Yay! read more

Great experience upgrading my iPhone, the process was simple, well explained and efficient, even though I arrived close to closing time. Franco was especially helpful and patient! Based on this experience I'd recommend this Verizon location to anyone and will be coming back for my next upgrade. read more

I have had really good experiences with verizon in general but recently, i was sorely disappointed by the service at the Verizon Store in Harvard Square. Two of the gentlemen that tried to 'help' me were two of the rudest people I have ever met. My phone had broken for the 2nd time this past year and they treated it as if it was my fault. When I said I was ok to buy a new one and would they help me with some suggestions... they continued to be rude. I couldn't believe it! I will not go back to this store again. I went ot the one on Boylston and they were 10 times nicer and I bought a new phone there. read more

The customer service rep I spoke to totally screwed me. I went in before the unlimited data usage plan was up so I could get my brother and I grandfathered in and it seems now he never added the data plan to my brother's phone. Neither of us had ever had a smartphone before and I went in specifically on the last day of the unlimited deal to upgrade our phones to the iphone and get the unlimited data plan. My brother was out of the country so we didn't realize this until he returned. The Rep gave me faulty information while I was in the store as well, which was later corrected by an on the phone rep. Don't every go to this store or you will be screwed. read more

I recently went to the Harvard Square Verizon store to purchase an iPhone and renew my contract with Verizon. My experience was top-notch from the moment I walked in (on the Friday after Thanksgiving, no less!) Everyone I spoke with was knowledgeable and friendly and took as much time with me as I needed. Jen, the Assistant Manager, was super competent and helped me sort out the best plan and best phone for my needs. A few days later I went to a class she offered at the store for new iPhone users and she was a great teacher as well. I highly recommend this store and the current staff. read more

I mostly hate the cell phone stores. However, my last two visits here to both buy and then set up a new iphone were actually pleasant. There were no lines, everyone was helpful, and best of all it went quickly. The manager is aware of the previous negative reviews here and has been brought in to change things he told me. I can at least attest that my experience here in October was just fine. read more

I purchased a new phone last summer at this Verizon location and was very pleased with the help that I received choosing a new phone. Unfortunately the case that I bought to protect it was already beginning to fall apart three months later and I paid an additional $40.00 for it. Jamie at the store couldn't have been more helpful when I went to see what I could do about it, without many questions, she replaced it free of charge. She could have not been more courteous. Thank you! read more

I had a great experience with Ehab and his manager, Michael. I bought an iPhone, a case, a router, a Home Phone Connect device, and a juice pack from them, and they were very helpful at getting everything working and synchronized, etc. I recommend them highly. read more

It must depend on who you get. I received great, knowledgeable service here, choosing my first smart phone. You may have to wait because customers need quite a bit of time, but the guy who helped me was very patient, answered many questions, and also found an old battery to help test my very old un-smart phone, and much more. read more

Errol is wonderfully helpful! I will definitely refer him to my friends!

I tried to go in to return something and the main guy there was rude and then told me I had to wait 20 minutes. What kind of store makes you wait 20 minutes to do a simple return? Clearly they do not have enough people working there in some lame attempt to eek out an additional few dollars to return. I will not buy any accessory from there again -- ever. read more

I went in to this store to get a new phone, and the first person to greet me was very nice and helpful. But, I got assigned to a different specific person to help me get my phone, and she acted put out and annoyed to be helping me. Further, she didn't provide any advice or help and also acted shocked when I mentioned a promotional mailing I had received saying I could get a new phone for $30 off. I got my phone and it works well, but the experience was very unpleasant. I would go out of my way to avoid this store, despite the fact it is the closest to me. read more

I was hesitant to switch from Tmobile to Verizon after being with them for 10 years. I wanted to change to a better career since I always got poor reception in certain areas specifically the Cape. I inquired about their service and data plans at Verizon in Back Bay, but the sales people were not friendly, and seem quite annoyed to say the least. I had almost changed my mind about switching to Verizon until I passed by the Harvard Square branch of Verizon. One of the store managers (Dorjan) helped me out giving me more information about different plans and phones. He was extremely professional and patient with us. A month later, after the end of my contract with Tmobile, I went back to see the same manager to sign up for my new plan. I had great service. I took my phone to the Cape and I had great reception there as well as other areas where I had no reception with Tmobile. I love my Iphone5 and my husband enjoys his new smatphone. Sarah, Cambridge, MA read more