It really helps to have an appointment before you arrive, especially if you want to avoid a long wait. Once we checked in, we were seen in about 10 minutes by TJ, who kindly helped answer our initial questions about our account upgrade. Then Chris took over, smoothly finalizing our upgrade and helping us get everything set up. The experience was effortless, and we truly appreciated the friendly and attentive service today. We were in and out of the store in roughly 45 minutes. read more

Bad costumer service. I was just there to pay off a device.waited like an hour and not even a check up to see what i needed. One employee kept saying how they are the busiest store. I think he ment the laziest shh. Wasn't even packed read more

Super kind and efficient customer service! They went out of their way to help me out. Thanks!

Horrible customer service. Employees spend most of their time hiding from customers in the back of the store.

Sebastian was super helpful and got a problem even IT at version couldn't fix! Go to this man if u got any problems

I entered the store at 6:5 pm on August 10. I asked to be seen to transfer the data from my daughters phone to her new IPhone. I was told I could not be seen because there were other people waiting. The said they were closing at 7 pm. I asked them how they knew that they would not have time to see me. They had not talked to the other customers yet. I got no answer. I told them I should be seen since I was there almost an hour before closing. I was not put on the list. This is terrible customer service. They need to be retrained or fired. I have been a customer with Verizon for over 11 years. Do not under any circumstances use this store. I plan to end my relationship with Verizon. read more

So I think most/all cell phones phone stores get a bad rep. This is the era of online shopping and bill pay so I don't have to come in here often but when I do everyone is so nice and helpful. Yes, I am made aware of current deals and promotions but it's expected, they are in the business of sales but I can at least say it's never pushy. I mean sometimes the deals are really great and relevant, or at least that's what I tell myself when I bite lol. This isn't the largest Verizon I have been in but they seem to carry all the latest phones and gadgets. Also I think with any cell phone store the traffic is a hit or miss, sometimes I come in and they are slammed and sometimes they aren't *shrug*. The area with the red round chairs has built in outlets so you can charge your phone while you wait (or have to do a content transfer, insert eye roll, bleh). So this isn't a review of Verizon the company because obviously that's more subjective than anything lol. I do personally love my coverage but I digress. Basically the employees I have encountered in this store have always been friendly, helpful and honest which is important to me for businesses like this which tend to have stigmas associated with them. Also, completely unrelated..... Starbucks is next door, total motivation for me to stop by this one lol. I may or may not use the mobile app to order while I'm in the Verizon, walk over to get my drink and come back. read more

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Went in to upgrade my phone. Got immediate service. Got questions answered. Got tips on how to transfer. Smooth transaction. Text book excellent customer service. Thank you! read more

Terrible customer service at this location and Verizon customer service in general. I will be switching ASAP after 15 years of being a loyal customer. read more

As a technologically challenged non-driving senior citizen I was very anxious when I needed to replace my phone after 6 years. I was very pleasantly surprised with my exceptional experience at North Pointe Verizon. From being greeted by manager Drelle to the activation of my new iPhone by Logan Hughes, my entire experience was pleasant, informative and reassuring. Logan was patient, kind and professional in helping me select the appropriate phone, getting set up and activated. The in-person service, as opposed to being directed to online setup and activation was a big relief. I would highly recommend North Pointe Verizon. read more

Horrible estimate of how long you will stay We were told 20 min and still waiting an hour later .... hope they have what we need --- read more

Ben helped us get new iPhones today. We came right as the store was opening and there was a line outside the store. But the staff worked through everyone quickly and efficiently. It's a pleasant atmosphere inside the store so you can chill and relax while you are waiting. But we didn't have to wait long. Ben was very friendly and helpful and explained everything we needed. We didn't have to spend a whole day here and we walked away happy. Thanks Ben! read more

That store has terrible costumer service. The associate checking people in was rude and completely unhelpful. He pretty much ignored me until I eventually just walked out and left, which I'm sure was his objective all along. Going to Verizon is like going to the DMV, I always dread it and leave vowing I am changing providers. read more

Verizon New Hope Commons, Durham NC Cell phone store · $$ The associate who helped me was Brian Allen. I came in to Verizon at New Hope Commons in Durham because I had just dropped my phone in the Best Buy parking lot and - it died completely- I saw a phone at Best Buy at an awesome sale price, but was not sure I should get one at Best Buy and let them activate my phone ( I was worried that my plan would change) I went over to the nearby Verizon store and spoke with Brian, he worked with me diligently to get the exact phone for a fair, comparable price. He also came up with some very inventive ways to save money on my monthly billing price. While I was in the store working out this deal of a life time I interacted with the other store associates. I can honestly say that each employee was just as willing to help as Brian. It is important to add that I live 40 minutes away. I have been to Verizon Stores in Wake Forest, Falls of Neuse rd, Six forks, & Brier Creek in Raleigh. BUT- This Durham Location has been the best experience I have had in the full 20 or more years I have had a Verizon phone. Brian was knowledgeable and helped me get my account in order with things that were over looked by the other local store associates. Also, all Verizon stores are busy, but just wait your turn and know that Verizon has the best cell phone coverage you can get BTW: I do not know why yelp has me listed as Lacoma NC. LOL. I do not know where the heck that is, but if they have a Verizon Store in Lacoma it is probably not as good as this one.. :) read more

I went in to buy an iPhone 5s. I was told that there was 1 left, and that I was the 4th person in line at that store... if one of the people in front of me wanted that phone I wouldn't be able to buy it... no problem, I understand the concept of first come, first served. However when I asked if we could ask the people in front of me if they were going to buy that phone, I was told that they would not... so I tried to ask the people in front of me. The manager told me to stop and told me that they didn't do that in his store. I can't understand why they expect me to wait around for 15 or more minutes for information that is available now. Needless to say, I informed the manager that he had lost my business and I walked out. read more

I don't usually write reviews, but I feel like Stephen deserves a shout out! He did his best to help me in a timely manner when the store was extremely busy. Throughout our interaction he was helpful, friendly and knowledgeable. I had to come back later that day and had a very different experience with the manager, who was rude and and dismissive to my questions and concerns. I waited for Stephen to return from break after being dismissed by the manager. He listened to my questions and made sure I left with an answer to the situation. Thanks Stephen! read more

The store associate literally just hung up on me. I cannot believe the customer service received in the store. I went in the store and had the best experience with someone different, you can tell by their voice. Unbelievablely rude!!!!! read more

This review was written over a year ago, I think, yet dated 2/6/18, as though it happened recently.

Crappy service; they don't care about you or ya ur usage.... it's all corporate... go with another service

Horrible time trying to switch to Verizon from AT&T. Phones were not in stock, so they mailed them. UPS wouldn't deliver without a signature, so I tried to switch them to "pickup". Next day - another UPS slip on the door. Need a signature. Called UPS - Verizon listed the package as being ineligible for "hold for pickup option." Was instructed to call Verizon. Called Verizon. Was instructed to call UPS. Explained the problem. So they re-directed the package to my office. Package only contained one of the two phones. Called Verizon. Phones were shipped separately. One was being held for pickup at UPS. (???*&@!) Picked up the phone, now a week after the first delivery attempt, and took it to local store for activation. Spent an hour at the local store working with an in-store rep and Verizon phone support rep to switch number from AT&T. In-store reps very friendly and helpful. Phone works with undesired new number. Phone rep said I would soon receive an "Terms" email, and upon accepting, existing AT&T number would be transferred. 13 hours later and no "Terms" email - not in the spam folder or anywhere. Tried to log in to Verizon account. Neither my AT&T or new Verizon number is "recognized" as a login option. Verizon customer service not available at 8:30 on a weekday. Seriously?? Seems Verizon doesn't want to offer cell service to new customers. read more

Verizon has terrible customer service. On the phone for an hour and they would not help after being transferred five times and being hung up on. They don't care about their customers. Use another company if you don't want a hassle. read more

I spent an hour and a half here setting up a plan with a guy who clearly had not been trained well. I said from the beginning that I wanted to keep my number but start my own plan from my family plan. I paid for everything and he kept insisting that we would have to transfer the number after everything was paid for -- apparently you can't do that and he got scolded by two different employees (one was definitely a manager) in front of me. It was insanely unprofessional. They then proceeded to try to blame me for not telling the guy that I wanted to keep my old number (I mentioned this the second I shook his hand and at least 3 times after). They then told me I should just get a new number because it would be easier for them...I just submitted a ton of job applications and had business cards printed, I'm not getting a new number because you didn't train your employees properly. Nobody apologized to me and they had to return everything and have me go through the process all over again. I ended up leaving because I didn't have time to spend another hour doing this. It was such a terrible experience that I think I'm going to end up switching to a new provider. read more

Every time I go to this location I regret it. After being told I was fourth in line and it would be 15 minutes I waited and waited and waited. My 6 year old son had to use the restroom and we were told we had to be escorted to use it. Furthermore, no one was available to help us....we waited to he point my son couldn't wait any longer so the greeter again told me no one was free to unlock the door for a 6 year old. I have been a Verizon customer for 12 years and have never witnessed such poor service as this locations provides. read more

The store manager, Michelle, was rude and unprofessional to me and the sales associate that was helping me. I was trying upgrade my phone and was unable to receive a sales receipt with the correct purchase price on it. Michelle said she would make the correction on my next bill. The whole transaction was a total mess and waste of time. For 2 weeks I tried to contact the General Manager Rod. I left several messages and e-mailed him. He never responded. Very disappointing. read more

Came in to buy a case and screen protector that was unavailable at the AT&T store across the street, not only did they have exactly what I wanted, but their salespeople were many times nicer and more helpful than those at the AT&T store. read more

This place is aweful. I basically wasted 45 minutes to get help repairing phone. The person helping did not no what to do and I had to instruct him on the steps to reset my phone. I evenetually had to do it myself while he played tic-tac toe nd drew on the ipad right in front of me. It took someone else who came over to figure out the real problem. Just a complete waste of time!! read more

Went to the store as a long time customer. Told it would be "5-10 minutes"--was 30 minutes. Then they said I can't trade in my phone which was different from what they told me on line. I totally recommend you avoid this store read more

I just walked inside to buy an iPad. No greeting. I looked at iPads for ten minutes while five salespeople huddled together. They looked at me and kept talking. I'll buy my iPad elsewhere. Wow! read more

This store is full of scam artists. I went into to get a new phone since mine died, and they cajoled me into getting a "free" iPad I didn't need (which granted, was partially my fault - but they made things so confusing and convincing). I returned it within 24 hrs, unopened and they charged me a restocking fee. Ok, fine. Lame but I sort of get it. Then they were charging my account for 4 months of a line fee for a line we never even had! We got those charges removed and then 4-5 months after we had returned the iPad we never opened/used, they went and charged us $175 for a line termination fee! There was never a line that was used in relation to this iPad. Ever. Sigh. Customer service is trying to clear it up but the store is making it more complicated than it needs to be. They are unethical, creepy and sketchy, and I would recommend going to any other Verizon store or calling customer service rather than going into that store. The manager is the one who seems to drive these terrible customer service decisions, and is unapologetic at best, and plain rude at worst. read more

If you make an appointment, make sure that you write down the name of the person scheduling your appointment and if you're in the store when scheduling, make certain that person actually puts it into the computer rather just writing down your name on a sticky note. I tried to go into the store 25 minutes before their closing time, and I was told they could not help me that day but that I could make an appointment for first thing the next morning, which I did. I came back the next day, ten minutes before they opened, and there was a line of about eight people. When they unlocked the doors, a woman entered everyone's name and number into the system. When I got to the front of the line, I was told that my appointment was not listed, so I had to wait at the end of the first-come-first-served line. Very frustrating, especially when trying to get something done while accompanied by three small children. When we finally did get assistance, the customer service was very poor. read more

This review is mainly for the customer service rep who helped us. His name was Cleveland Joyner and he was great. He helped us save big on our monthly package and recommended the new Samsung galaxy which I bought and is awesome. Anyway, he was really helpful and I wanted to post a review to let people know. read more

Ask to see a break down of charges before signing on the iPad!! I only verbally confirmed my total when purchasing a new phone with a new 2 year agreement, and signed my receipt on their iPad which does not show the total. When I got to the car and examined the paper copy of my receipt there were 2 additional charges that were not explained or mentioned. Additionally, two or so years ago I had an issue with a previous phone and spoke with a manager at this store. He assured me he was making a note of the problem on my account and even let me see what he had typed. When I returned to the store at a later date there was in fact no note on my account and no record of the resolution I had agreed to with the manager. Two shady experiences in a row. I suggest making the drive to the Verizon store on North Pointe Dr. in Durham. They consistently provide reliable and friendly service, as opposed to the questionable business practices at this store. read more

I came in to get a new phone and start a new contract. The sales person told me they were running a special that weekend where I could get a free tablet and free service for 2 years. It seemed to good to be true so I questioned him about it for 5+ minutes. They guaranteed me again and again that it was 100% free. So I got the tablet and the phone, 2 months later I am charged for the entire cost of the tablet and am now paying $10 more a month for it, and I almost never use it... The people at this store LIED TO MY FACE REPEATEDLY. I have been back to the store 4 times since then and still have not resolved ANYTHING. They claim I am making the entire story up and refuse to help me. Last time I went in they literally turned me away even though I was politely asking for help. I am going to be calling the FCC and possibly get the police involved. DO NOT GO TO THIS STORE!!! THEY ARE THIEVES AND LIARS! read more

The first time I went was to upgrade my phone. Not a bad experience the guys that helped were knowledgeable and helpful. They transferred all of my data in a snap and we were good to go. Second time my husband goes on his lunch break stands there for 30 minutes no greeting and ends up leaving. Then we go together and get him upgraded the guys we worked with had virtually no knowledge and transferred maybe 1/4 of his information. We got him the galaxy note7 so surprise surprise he has to go back today because they have replacements. They proceed to tell him they have none in stock to check back later. Ok fine. Then they tell him its not their problem to transfer his information from the recalled phone to the new one. They could maybe transfer his contacts and photos...ya know the ones ALREADY on the cloud and super easy to do myself? Yea. Avoid this place. I will be finding another store to do business with completely. And the phone number listed here and everywhere? Its to a call center I've been on hold for 20 minutes already. Just don't bother with this location if you value your sanity and time. read more

I have visited this store twice this week and left with more questions than answers both times. I followed the instructions given to me after my first visit - to go home and back up my phone because "we don't have wireless here for you to connect to". So I went home, backed up, and came back the next day. A different sales person told me they DID have wireless but the back-up would take too long, possibly 3 hours...but he connected me to their wireless and it took less than 3 minutes. Then he hurriedly told me the next steps I needed to take, but said I had to go home and connect with wireless to do them. REALLY??? I left for the second time, without my concerns resolved. I then called customer service and they said this was unacceptable, that my concerns should have been resolved before I left the store the first time. I certainly got the feeling they were just blowing me off and didn't want to spend the few minutes it would take to help me. I won't go back to that Verizon store - will find another one with friendlier service! read more