So, I came here Monday evening in attempts to get my phone fixed due to a task that was done incompletely by another Verizon Representative (online). Unfortunately, it was an utterly painful and unsuccessful experience. First, I would like to give the disclaimer that the onsite representative eventually (probably 2.25 hours in of my waiting) disclosed that he was new there (which allowed me to try to consider my experience from his optic lending a ton of patience). However, despite his newness, he was left to manage all customer support by himself (in store), which, in my opinion is very detrimental to customer service. So, I arrived at Verizon maybe around 5:30pm. He briefly greeted me and inquired what brought me in as he was assisting with another customer. About 15 minutes in my waiting one of the customers also waiting left visibly annoyed. Then, the next customer in line eventually got assisted. Unfortunately, it took him over 2.5 hours to only assist two customers. Then, when he finally got to me, he unfortunately couldn't figure out what was causing my phone to no longer make calls, text, or utilize WiFi after it was disclosed that the online representatives may have incompletely set up an eSIM on my phone. Unfortunately, three other online representatives could also not figure out the issue (which may be a training issue. Even with my frustration, I must say, I did mental note that the on site representative handled his stress levels very well (with all the unknown) and interacted with each customer engagingly, treating them as though they were the only one there (an excellent skill set for customer service), however, for those who also needed assistance (two other customers came and left due to wait), the huge delay in being serviced was very frustrating. Then for me to patiently wait for 2.5 plus hours to leave with no solution was beyond my comprehension. I do want to make it loudly clear that I do want to see kudos to the kind, customer focused representative , who was unfortunately set up for failure, however, due to so much of my time being wasted with no resolution, the inconsideration of management not foreseeing the impact on service with one new person in the office was way more negatively impactful. Due to that experience, I honestly don't see myself ever visiting this location again. read more

I'm disappointed to be writing this review, but I had a very poor experience at this store. I placed an order for a new phone, and it took almost two weeks to arrive. I was told someone would contact me when it came in, but no one did. I tracked the order myself and saw that it arrived on Wednesday January 7th. I went to the store on Friday, January 9th with my order number to pick it up, and they were unable to locate the phone. Before going in, I had called Verizon to confirm it was there and was told that it was--so imagine my surprise and frustration when I was then told in the store that the order had been canceled after 72 hours. I strongly believe my phone was given to someone else. I have been a customer for over 16 years, but I will never shop at this location again. To make matters worse, the manager did not come out to speak with me or explain what happened and instead sent someone else. Very disappointing. read more

Went in to get my phone number transferred to a temporary phone and the representative was extremely unhelpful and was a little rude telling me that I had to go to a Verizon corporate store to change the sim card. I went to a different store and they helped me immediately. I would not recommend this store to anyone having issues. read more

Great thanks and experience just now with this Verizon Store and personnel. I had a complex transaction and need for assistance for my elderly parents' Fios, Internet, and phone. The personnel at this store were expert, knowledgeable quick and courteous. Got everything that was needed done and completed. Very thankful for this store and its response. read more

Verizon Authorized Retailer, Chantilly VA Date of visit: Sept 25, 2025, 10:00 a.m. My family has been with Verizon for years and we always purchase our Apple products through Verizon. I usually go to the Tyson's Corner store where the staff are professional and helpful. This was my first visit to the Chantilly location (14385 Newbrook Dr, Ste 300), and the treatment I received was unacceptable. The associate (blonde, blue-eyed woman, short and thin in build) appeared disengaged from the minute I entered. Although I greeted her politely and asked to upgrade to the new iPhone 17, her demeanor was curt and dismissive. She kept repeating that I "owe $200," even though I explained this was simply the balance due after my trade-in, not unpaid bills. She then said my ID didn't match my account. I explained that my last name changed after marriage three years ago, and that I believed it had been updated at the Tyson's store when I purchased my iPhone 16. She replied, "Well, sometimes it takes time." I immediately called Verizon corporate (611) as she instructed, sitting right next to her. While I was waiting on the line, she continued making remarks, which made it difficult to focus on the call. When I asked about promotions and compared them with Apple's offers, she dismissed me with: "We are not Apple, we're Verizon." I responded respectfully that I understood, but I was simply comparing promotions. Instead of helping, she grew more hostile, accused me of asking her to "do a finance" (which I did not), removed her badge when I asked her name, and claimed there was no manager available. As I got up to leave, she told me not to return and then threatened to call the police. I told her, "Go ahead, so I can complain," and I left. This was humiliating and completely unprofessional. Verizon should investigate this location and take corrective action. If you are looking for helpful staff, I recommend the Tyson's Corner Verizon store, but I strongly caution against this Chantilly location. read more

Nick Albanese provided the best service here at the Victra Verizon store in CHANTILLY. Nick was the the only service person in the store and over a period of 90 minutes, I personally saw him provide patient, professional, and expert service to six customers. most admirable was his patience and expertise - the best. mic should be monetarily rewarded at the earliest opportunity! read more

Awful broadband provider. Seems to be down at the absolute wrong time. Any rating less than a 1 star rating?

Store Manager Shay is awesome to work with. She was very straightforward and down to earth-- not a pushy salesperson. She was helpful in setting my phone up and able to successfully multitask as other customers also required her attention. Jamsy was there when I originally placed the order for the phone and he was also very nice and straightforward to work with. My only disappointment was with the failed shipping of the phone; but I understand that was actually not under their control. After bringing it to their attention, they were able to promptly get me a new device. The store itself was very clean and organized. I would highly recommend this spot! read more

This was a horrible Verizon store experience. This is the second time Verizon staff have been grossly negligent and incompetent in processing a simple trade in phone transaction. I was quite unlucky to have Ashley M. "Assist" me with my trade-in for the new iPhone 16. This was supposed to be a quick pick up. She did not know how to perform her job at all and kept asking the manager, Preston, how to do everything. This naturally prolonged my horrid experience. She also could not simply put a glass screen protector on my new iPhone and asked the manager if she could use another brand new package. I told her not to as I didn't want to prolong this horrible experience. This employee should not work here. Why is she working here? She also ended up emailing me a receipt with a wrong credit card number. That is beyond inexcusable. I went back the next day to get a full refund for the iPhone, phone case and glass screen protector. None of the products were used. The associate at the store told me I had to go to a Corporate Verizon store for the iPhone refund and he kept telling me the credit card number on one of the erroneous receipts with someone else's last 4 digits of a credit card didn't match their records. As I told him repeatedly, Ashley M., made one of many mistakes processing my receipt. He called Preston and kept repeating the scenario and Preston tried to override the system to give me a refund for the phone case and glass protector. A simple process prolonged by Ashley M.'s incompetence. The store should have processed my iPhone refund at all, no excuses. I also was ignored repeatedly when I kept having to repeat myself to the associate about having Preston notify me about a DC corporate store I can go to and to make sure I would get a full refund. No restocking fees. NOTHING. No assistance given at all. The associate wanted nothing to do with me and did the bare minimum to a customer who had been wronged by this corporation many times before. He did not go above and beyond to help me at all. I will have to now contact several stores to repeat this horrible experience story to get a FULL REFUND. The employees should be ashamed of themselves - do NOT come here. I will be complaining to corporate and elsewhere. Better Business Bureau: I find that this issue has been resolved thanks to customer's many efforts NOT the stores. The business could have taken additional steps to make sure the return process was completed versus having me take care of it. They should have taken my return in the first place. The district managers description of her responsibility to the DMV region was also confusing to me when I asked about it over the phone. She at first said she was the district manager for the entire DC region but then said she want responsible for the South Riding. I think she was the rep for Victoria, only. She could have done more than the bare minimum support for me. She could have connected with the South Riding location as well or facilitated something vs telling me that I have to take care of everything. It also seemed like I had to take ALL of the additional steps regarding my experience at the Newbrook store experience as well. I would have expected for her and whomever else at Verizon to have taken care of everything especially because I've had multiple poor Verizon experiences. The bare minimum was done from them and Keira did not respond to my follow up texts or email even though she said I can reach out to her. I was the one who called SEVERAL Verizon staff (800 number) to get help. This store did nothing to ACTUALLY help me. Please avoid the Newbrook Chantilly and South Riding VA stores for your own sake. read more

Great experience here! My call was answered on the first ring and the manager has been extremely attentive. No pressure staff! If you're in the area, I would hands down recommend this location. read more

I met Q at Victra in Chantilly. I had a problem with my phone not sending text messages. Q was extremely knowlegable and reset my phone in less time than it took to explain my problem. Q was professional, courteous and a credit to this locally owned Verizon store. It was a pleasure to have met Q. Buck Cording read more

Horrible service I ever experienced in my life. The guy in the store has a lack of knowledge and zero customer service. Verizon just called me and corrected issues Victra did to me. Not recommended at all. Please go to the Verizon store directly read more

Five stars because Paulo, the new manager, is going to bring this store up to where it was when I bought my first phones from them a few years ago. He worked the entire store while I was there, yet gave me and every other customer the individual attention needed to efficiently complete each transaction. Before I knew it I had secured a good deal, a great phone, and renewed confidence in this establishment. read more

Got scammed; store added a $30 "Redux Membership" onto my bill, which is apparently some phone drying service you can use if it gets wet. Was never told about this. In fact I explicitly asked about the charges, and the employee said it was just taxes for the new phone, so I was lied to about that. Don't use this store. read more

Great Customer Service at the Verizon Chantilly Store!! I was very please with the quality of expertise and teamwork. You all took care of everything for me,for which I am so grateful. I would definitely recommend their store for all your Verizon needs. Shout outs to Daniel C., Marcus and Neisha, you made my visit stress free and pleasureable. Thank you so much!!! M.H. read more

Went in to get switch onto my fiancé phone plan here from another carrier and we had a phenomenal experience. Marcus helped us out and I couldn't recommend him more!! If you can't get him, don't stress because all the staff is equally amazing and attentive to the customers in the store. We went 4 days before Christmas and it was pretty busy. Marcus helped us and another man out at the same time and was so efficient and helpful - we left so impressed. We were there for close to 3 hours backing up our phone as we had an unexpected upgrade but it was anything but an unpleasant experience. I witnessed all the staff patiently working with customers and honestly providing the most exceptional customer service. In fact, this was one of the best customer service experiences I have had in a long time. Highly recommend - wishing I had switched over sooner. read more

Yesterday My husband and I went into Verizon and it was very busy, however I have to say my customer service was awesome. There was only one guy working and even though he had a lot of customers he had a great demeanor and keep everyone feeling upbeat and most importantly was able to help us with our new phone. When you go in make sure to ask for Marq Shoulars. Great guy!! Thanks again for your help! read more