This three star review is an average of a 1 star and a 5 star review, based on my experiences on 2 consecutive days at this particular branch of Verizon. The first day, I came into upgrade my phone from a Google Pixel to the iPhone XS. The employee who helped me showed me just how terrible customer service truly could be. Despite the fact that I buying up front a device that costs $1000+ he radiated impatience throughout the whole transaction, steam rolling over me at every point. He wouldn't even let me chose my own phone case without my explicitly asking to have some time to look at all the available cases. He also implied that purchase of a case and screen protector would come with a wireless charger and a car charger (which seemed weirdly generous of Verizon since wireless chargers are pretty expensive and cases are generally not), and then wouldn't even let me look at the charges on the receipt when I signed, instead just confirming the receipt would be emailed to me. After that, he proceeded to try and set up my phone for me, assuming I was a new Apple customer since I'd previous had a Pixel instead of taking the 10 seconds to ASK ME. Of course I immediately checked my emailed receipt when I arrived home and, unsurprisingly, discovered the wireless charger and car charger did not 'come with' the purchase of a case/screen protector (there were marginal savings from buying the whole package but I didn't really need a wireless charger and definitely didn't need a car charger). This, of course, meant I had to go into Verizon the next day to return the two chargers. The woman who serviced me on the second day could not have been nicer. She helped me process the return of the two chargers and trade-in of my old Pixel, while simultaneously helping entering customers register for the waitlist, and helping guide other employees to the next customer. She did make a mistake initially when helping me trade-in the Pixel (honestly, not surprising considering she was doing three things at once), but she caught it immediately, apologized, and fixed it promptly. Basically, if you're lucky the service will be excellent, but if not it will truly suck. While I usually lean towards going to brick-and-mortar places and having actual face-to-face contact with a real human being, in this situation I'd probably try to see how far you can get by using the website before venturing here. read more

I look at these negative reviews and wonder if I got lucky or most of them are people who like to complain. I went to Verizon yesterday to activate my 2 IPhones that were delivered yesterday. Winnie could not be more friendly and helpful, activating the phone, transferring the contacts and explaining the features of the phone, since I had so many questions. This is my first IPhone and Winnie took all the time and patience I can possibly ask for. Winnie is an asset to Verizon and her customer service approach should be commended read more

scammers! came in to upgrade my phone, and salesperson told me about a device called a hot spot and said it was "free". i would pay $50 for it and then have a $50 mail in rebate. he failed to tell me that it would add an additional line to my plan! and a $35 activation fee! when i found out about this a few weeks later by getting a letter in the mail confirming an additional line, i called the store. they told me there was nothing that they could do since i siged the receipt. the salesperson i had was pedro and he completely scammed me!!! do not shop at this store!!! horrible customer service!!!! scam artists!!!! i finally spoke to the manager who was rude and would not help me and then i asked to speak to the district manager and he said he would not give me their info. i finally had to contact the executive corp office and had everything handled from them. do not shop here!!! read more

This review has very little to do with Verizon Wireless and everything to do with the customer service we received on Sunday. We are from MA but were visiting our daughter who is at school in NJ. She was having some troubles with her phone so we decided to stop by this store to see if it was an easy fix. (If not, we were going to have to shuffle phones on the plan so that she had one that would function for her). We were fortunate that when our name was called, Lillian was there to help us. She was, by far, the best customer service person I/we have ever encountered at a VZW store. It wasn't an easy fix so we had to go through the process of swapping phones, etc. She knew we were pretty clueless about how to do it w/out losing everything so she took extra time to help us complete the process. Lillian is awesome. Thank you! read more

This store sucks. Peroid. Waiting 45 min. Really terrible. 2nd time here. Just waiting. They should be grasping my balls and rubbing my neck on the money i pay. read more

Your store has such helpful, knowledgeable reps!! This week, yr rep SHAMIN did an EXCELLENT job setting up my new LG G5 for me!! He was soo patient and such a pleasure to deal with!! He took time to help me out and explained everything to me thoroughly, making sure that I was comfortable w/ my new phone before I left...Also, I popped into this store today w/ a question that had come up and yr rep Donny was quite helpful, knowledgeable and a pleasure to deal with...I also want to say that James is an excellent manager at this store and he has a GREAT GROUP OF REPS UNDER HIM!! I,HIGHLY RECOMMEND DEALING W/ TH8S PARTICULAR STORE FOR ALL OF YR CELL PH NEEDS!! Lot G read more

Out of the many times I've visited this Verizon, my most recent experience was by far the worst. I had water damaged my phone and wanted to view my options as to what I can do as far as replacing the phone goes. As soon as I walked in, it was confusing as to whether or not you were supposed to inform someone and sign or immediately take a seat where a handful of people were already waiting. I waited about 15 minutes, and then someone finally came over and asked if anyone still needed to sign in in order to speak to a representative, adding an additional 15 or so minutes to the waiting time. The worker (older woman with short brown hair) that was finally able to help me was nothing but rude and condescending. I obviously am well aware that I would be paying a large sum for a new phone, especially since I don't have insurance, but the way she was talking to me was bad-mannered and disrespectful. She first tried selling me insurance, and after saying no numerous times, believe it or not, she got more rude. I asked her about the refurbished phones and how much those would be - her response, "...do you ACTUALLY think we sell old and used phones at this location...ha that's funny," with a disgusted look on her face. When I mentioned that I had seen something about it online, shes responds with, "Well does it look like we're an online store? No. For that, go back online." I was just in disbelief at the lack of manners and helpfulness from this worker. I went to Apple and they were able to help me with friendliness and without being condescending. read more

Everytime I visit the Verizon store in the Midstate Mall, I always have the best experience! The workers approach me with their best attitude. The past month, I went to the Verizon store to upgrade both my Wife's and my Daughter's cellphones. We met with a Verizon employee, Albert, and he assisted us both times. He was very friendly and approachable, and was not a pushy salesman. We were very satisfied with his service and believe that every Verizon store should have an employee like him! read more

Few years back this was a great location for friendly and good service. NO LONGER. The new "managers" and support staff are rude and clueless. Too bad. Will never come here again and will consider changing the providers. Shame! read more

Worst customer service ever seen. The manager Mark was never taught manners and talks down to customers and wants to pick a fight. Salesperson Jay will push your buttons when you won't buy overpriced accessories. The whole time there, no one acts like you're paying them, but as if Verizon and their store is God's gift to you. Disappointed and disgusted with the service and treatment there, especially by a "manager" who should know how to treat a customer who's been with Verizon for a very long time with many lines. All the negative reviews above me are true, stay away from this store if you like being treated like a customer and not a slave to Verizon. read more

Well where do I begin...I could write for hours and still could not exceed the 3 hours I spent at this store. The staff is so incompetent and have absolutely no knowledge on how to service Verizon customers. Been with Verizon for 20 years and have never in my life experienced a group of people that were clueless. Went in to have a simple change to add an active Iphone 6 from another plan to Verizon by getting a new SIM card. The first child wanted to know why we didn't do it online ...well they have the SIM card...can we now send SIM cards telepathically? The other guy "Pedro" knew it all... Oh it's easy... I can do it...After 3 hours my son had no active phone to use and their response oh well...I called Verizon when I got home and they activated a phone my son could use on his travels into NY city tonight. They said this store is independently owned ... They apologized for the horrible customer service and they filed their own complaint..SO my ADVICE is to KEEP AWAY...HORRIBLE ... Call Verizon and see which stores are run by them...as for Pedro...humility goes a long way...you and the staff have lots to learn... read more

I went to this store the other day to have replace my phone with another 1 I ready owned. The girl was so nasty. She asked me several questions multiple times like she wasn't even listening to me. When I asked her what was taking her so long she nastly said to me "well you could have done this online yourself if you didn't like the wait" I said to her that I pay more than enough to Verizon & that I shouldn't have to go online & do certain things myself when there are stores I can go to for help when I need it. I also told her that at times the Verizon website is very hard to navigate through. She just stood there working on my phone with a very unpleasant look on her face like I was bothering her by asking her to actually do some work by helping me a loyal customer of Verizon for 20 years now. She should be thankful she has a job to go to when there are several unemployed people wanting to work to pay their bills. I plan on calling corporate & filing a formal complaint about that store. read more