My IPhone had water damage. Checked Yelp for Verizon's best retail store ratings. Decided on the West Farms mall location. Went on a busy Saturday afternoon. The staff was attentive where you're typically ignored at other stores during very busy times. "Pedro" introduced himself, asked the right questions and gave me some options. He was pleasant and was even bopping a little to the store's music. I decided on an upgrade to iPhone 11. Pedro said I should take the new phone home to download apple updates. He said it would take 40 minutes. I explained that I'd rather wait in the mall for the store to handle to prevent unforeseen problems. He was okay with that and asked me to return in 40 minutes. 45 minutes later, the store was packed and Pedro was with another customer but he DID look through the store's glass window to make eye contact and smiled. (Very important to me.) The store manager asked me if I needed help after I made my way into the store. Explained, Pedro was assisting me. When he was finished up with his customer, he checked on my phone and explained there were other updates downloading on the new phone. He asked me to return in another 40 minutes. I admit to being annoyed by the inconvenience and frustrated an employee that does this line of work every day should have known exactly how many updates and time it would take. The manager reached out to me. I explained why I was annoyed. He explained the phones ship from different locations in the world and some phones have more updates downloaded before arriving @ the store. The manager also gave me his number on a "post it" in case I had a problem. When I returned home, the phone said it was still downloading. It went all night. I had to power off and fool around with it to get it to finish. Good people, good service. I'd go back again. I'm leaving out one star because in my opinion, the phone packaging should be labeled with the software that has already been installed so we can access time expectations. Also, as mentioned, the phone did have the "freeze up" problem described earlier. read more

I normally don't review corporate locations, but the general manager, Lily, is particularly nasty and I have no idea what business she has managing a store. I had to go here two days in a row due to account issues. The second day I went, I waited for over an hour for some help (which is fine). But someone went and got her from the back so she could help me, and instead she went to another family to help them, a family who was already being helped by someone else. I calmly asked why, and she said that she is translating - but a good manager would have asked the guy who was helping that family to go help the next person in line, if she wanted to help them in Spanish. There is no reason two employees need to help one party. Then someone told her that I was waiting for a long time, and she loudly says, "oh her? She's been here for days," and has the nerve the roll her eyes at me. Then while I'm still waiting, again an employee tells her that I'm next in line and she turns to me and yells, "you're going to have to wait"! I responded, "I didn't say anything..." she said that to me as if I was demanding that she help me, which I had every right to do, but she just screamed that at me unprovoked. Others waiting behind me were even confused and shocked. She truly has no qualifications or personality or customer service, and I can't think of a worse experience I could have had at the Verizon store, after being a Verizon business customer for 15 years now. read more

Just finished getting a new Samsung s 25 fe here. Been using a flip phone for 22 years. I'm new to a smart phone. There's a great guy here named Andrew who got me set up; I mean my bill with a veteran's discount to how to navigate this thing. This man has patience; he's a gem. Ask for Andrew Fisette...a gentleman to boot! I never upgraded because I didn't want the hassle...what a dope I was! Thans again dear man. read more

Terrible service, one of the worse experiences I had in my life. Two weeks ago I needed to change my phone and update it. Let me summarize, until today I went back to the store 3 times, I have called customer service many many times, and all in all I have spent 16 hours on trying to fix the issues and it has not been fixed yet. I tried to call the store directly its impossible, the number they list on the web-page is a central number and even they could not reach the store for 30 minutes. Never mind to get a District Manager its like trying to get a VP from the CIA . Why the store does not have a DM name and phone number, why the store does not provide a number directly on the web page, why they do not train the employees better, why we customers have spend 16 hours to get something done right, that should take at most 2 hours. (All times when I visited I was there at 9.50 am just so I do not have to wait) All in all Verizon and the Customer Service is D- or 20% at most) read more

I recently needed to upgrade my phone. I was disappointed to find that there were no offers or incentives available to me as a long-time Verizon customer and older retiree (even my old phone was ineligible for a trade-in rebate). In addition, while I didn't know it at the time, I was given inaccurate information in a chat on the Verizon site prior to going to pick up my phone. Not exactly a happy customer. All that changed when I got to the WestFarms Mall store. Everyone greeted me warmly and got right to work assisting me with setup. Adriana and Manny were especially friendly and accommodating, making sure that setup went smoothly. Adriana patiently completed data transfer while I waited. They set a good example -- and earned my 5 star rating -- for Verizon, the company, of positive customer service. read more

I wish I could give ZERO stars. There is a complete lack of consistency between what they tell you on the phone (corporate) and what they tell you at the stores. Even amongst each representative on the phone, one person acknowledges that the previous agent was incorrect in what they were saying. From sales to phone activation, it's been totally frustrating. You tell me...Does it seem reasonable to have to wait 5 hours in a store to activate a phone in order to exchange it. Don't go thinking it takes less time on the phone either. I've spent countless hours over the past few days trying to resolve an error that Verizon made. THIS IS NOT THE VERIZON FROM FIVE YEARS AGO!! They too went by the way of OVERSEAS support. They have very little US based support. Good luck communicating your concerns with these agents. read more

Cell phone retailer with friendly and helpful staff. I've been a long-time Verizon customer and after a move to central Connecticut, I started taking my business to this Verizon Wireless location. My most recent experiences here were very positive. I went in store the first day of the iPhone 6 pre-sale and my order was handled very professionally and efficiently. The staff even went above and beyond to make sure that everything I needed in my plan remained in tact. I've been grandfathered into the unlimited data plan and this saves me hundreds of dollars per year. Keeping this plan is very important to me. I came back again yesterday to see if I could trade in my old iPhone 4S. Not only was I able to, but within minutes they gave me a $200 credit for the phone. I didn't feel like I was pressured to buy anything and the whole process of checking out my phone was very quick. No interrogation and no hesitation at all for them to offer me the maximum refund for a phone that was nearly three years old. Verizon overall is known to have somewhat higher prices than other carriers, but their network coverage and service remain superior. I will continue to come back to this location for all my cell phone needs, as they have always been very friendly and helpful. read more

I broke my screen protector and the woman at this store could not have been nicer. I wish I knew her name but she was great putting another one on for me. Good customer service goes a long way. read more

The employees at this store are somehow useless and pushy at the same time. I had almost the exact same experience as the reviewer for this same store, which is double-listed on Yelp, down to a strong sales push toward expensive, much higher-tech phones I was not interested in to complete lack of service or interest in troubleshooting my sudden battery issue. I had much more success talking on the phone to a customer service rep and then a peach of a time at the Verizon store just across the road at Corbin's Corner with a service rep who ordered me a replacement phone without batting an eyelash. What is even the point of the mall store? They're terrible and weird and I want nothing to do with them again. read more

Gosh, I wish I could remember the names of all the helpful people in this store but I failed to remember them. We arrived and were quickly greeted and consulted. I was in the market for mifi which I needed education about. The team there were so knowledgable and really helped me understand how to integrate this new technology into my current plan. Furthermore - they helped us change to a family plan so that the cost of adding this additional mifi was basically free. Top notch service! I will come here again in the future if needed....and I don't go to the mall for anything. read more

I wish 0 was an option. I was in this store today 11/27/12 at 10:00 am. There were three male employees working, who were more interested in talking around the back counter than helping me. I explained that I had previously spoken to a sales rep at another location, and was advised to return a defective Phone cover at any VZW location. When I explained this to the manager ( I assume he was a manager, he had a shirt and tie on as apposed to a VZW polo) he with out missing a beat said, " I advise you to go back to that sales rep, cuz I'm not taking that broken case in here" ( I had the original packaging,the sales receipt and the defective item all on me at the time.) He clearly had no interest in providing any kind of customer service or generating any sales for his branch. I wish I could say that this was a one off bad experience, but I am consistently disappointed by VZW retail locations. This particular location has no business being open as the sales associates are clearly more interested in insulting potential customers, than generating any income for their company. read more

A few weeks back I purchased an iPhone from the Glastonbury Verizon corporate store. Upon getting it home, the screen was defective. Unfortunately the Glastonbury store had already closed so I made a trip to the Verizon at Westfarms Mall. When I arrived, it was about 10 of 9pm (they close at 9:30pm), the guy says to me, no problem I see the issue here, but you have to go through Apple. I explained I had just got the phone about 3 hours ago and after arguing for 10 minutes he said no problem we will swap it out. Then, apparently, the Glastonbury store had screwed up and sold the phone at a lower price to me, and by doing so, messed up my account. When this happened they refused to help me in the store. Told me I had to go back to Glastonbury to have the problem fixed. Explain to me why another corporate store can't fix the error of another corporate store? What if I lived out of state and had traveled back to where ever I lived? Would I have to buy a plane ticket and travel back to the original Verizon Corporate store that screwed up my account? Being frustrated and just wanting a phone that works, I told them I just wanted to buy a new phone at full retail price and would deal with Glastonbury at a later time. They refused to sell me a phone. They said they could only do phones on EDGE plans. What a load of BS. I have $750 cash to give you and the sign on the phone says full retail price is $750, but I can't buy it? What a joke. The entire time they helped me, all the employees kept look at their watches and reminding me that they close soon. Completely unprofessional. Just like the guy helping me wear a large pair of beats headphones. Needless to say I left with the same broken phone I just purchased 3 hours before, and a lot of frustration from pleading my case/issue to deaf ears. I used to work for Verizon corporate and was always very proud to work there, but the treatment I received at this store from the employees and manager was completely disappointing to me. I was taught to take ownership of customer problems and do the right thing. Fix it. That's what employees are paid to do. Apparently that philosophy has bit the dust at Verizon over the past few years. There is no reason that they could not fix the problem on my account or sell me a phone at full retail other than the fact that they knew it would be time consuming and they wanted to go home. Overall, a horrible experience and unfortunately not the only bad in store Verizon experience over the past few months. Thanks to this, I switched carriers. Verizon has great coverage, but they are losing touch with what truly matters. The customer. read more

We switched to Verizon today from T-Mobile, and the gentlemen helping us could not have been nicer. The manager, Reid, was great and made the process relatively painless. It took a while to get everything switched over...but I am so relieved to be with a phone company that at least tries to give me the illusion that they might care about my business. read more

DO NOT BUY AT THIS STORE!! Very rude, untruthful employees an poor customer service. Went to Verizon Tonight to buy a Lg G4 at full retail price. As soon as I asked, the employee told me he couldn't sell me the phone at full retail price...I had to change my Plan. I asked to speak to a manager. One person, Rob came out telling me they would sell me the phone, but he tried to force me to buy the new higher priced Samsung Note 5, although he knew nothing about the specs of the phone. He told me if I bought the phone at full retail price I would lose my unlimited plan. I hold him that I spoke to Verizon and they told me to go to his store and buy full retail so I could KEEP my unlimited plan. Nonetheless he told me to "just go to Best Buy." When I said I would call Verizon because they have the full retail price listed and that is false advertisement, he pretended he would sell the phone and accessed my account. At that point, he again tried to get me to change my plan. He kept going through my account. When I told him if he wasn't going to sell me the phone, to not look into my account he said, "go report us to consumer affairs or whatever." Worse part in all this was I was standing on crutches while he played these games. He finally suggested that they make their money off plans, not phones. I've been with Verizon for almost 12 years. I was shocked an appalled at this conduct. Finally, it's obvious that Rob does not care about being reported to corporate. read more