Customer service was prompt, polite, and professional. Excellent staff with the right knowledge base to address all questions

The customer service in this store is horrible. Employees are never helpful. They blame every problem on a "system error". I would recommend going to the Gaithersburg store before going there. read more

customer service was rude. They act on how you look. Not a friendly bunch. definitely Leaving Verizon

Trying to read either cell phone bill or resident bill is ridiculous..... and I have a masters degree. Please fix your website to make reading the bill understandable !! read more

This is an atrocious store. They never have enough staff. The general sentiment is everyone here moves in slow motion. You'd be better driving to another store than standing waiting at this one. I'm happy with my Verizon service but this particular store is painful to put it nicely. read more

Waited for nearly an hour and the workers helped people who got here before me. Awful experience. They didn't even have what I wanted in stock. read more

We are a family of 5. Went in with a VZ flyer around August 2021 curious about switching from T-Mobile. I mainly wanted to seamlessly merge my Verizon Fios internet bill with Verizon wireless bill and added bonus of trading in old iphones for Iphone12. A very courteous salesperson Julia helped us at the time. Her manager, Craig was on standby ready to help. All the promos seemed promising at the time: easy trade-ins and they paid up to $250 for whatever was left of our TMobile bill. We ended up not buying the extra magSafe chargers at $50 each and extra power bank at $20ea. And in order to qualify for new iphone12, you'd need to sign up for the highest plan, GetMore Unlimited 5G plan (which increased by $30 since 6 months ago). It ended up being double what I was paying with TMobile. Before signing the deal, we also declined Apple Care for our acct. So the manager said, "If you just sign up for at least 60 days, we'll give you $350 giftcard that you can use in the store or pay your bill." Attached are pics of text messages with the sales rep asking the status of the rebate. And then, nothing. Early December I went into the store and asked about the status and was told someone will call me and again, nothing. Now January 2022, I got a sales rep with enough guts to tell me there was no such promotion. Thanks AJ. He made it sound like there was a "misunderstanding " of sorts. The manager, Craig, at the time knew exactly what he was doing. He told us a lie to get us to sign up for Apple Care that I didn't need. It should have been a red flag when they said, don't call Verizon 800 # to cancel, you have to call Julia to cancel Apple Care. But stupid me trusted the manager on site who OK'd it. Hindsight is always 20/20. Lesson learned here, thanks Verizon: Always have everything in writing! Always decline Apple Care. There is no promotional incentives for it unless you're clumsy and need it. Now I've called Verizon 800# and gave reference number from the text and it turned out to be about bring your own device NOT for signing up Apple Care for at least 60 days. At least I was able to file a complaint with the "executive management." Yes I got conned by my neighborhood Verizon store. We have 5G phones and no 5G service where we live and up in Clarksburg. I have 18 months left in my contract and you've lost a customer for life and my kids. But your prolly on minimum wage so you don't care as long as you made a big sale! But I give you 2 stars for courteously conning me. read more

Verizon - text messages to Julia the VZ sales rep asking about the status of fake promo - Mobile Phones Near Me - Germantown, Maryland

See all

They moved to a smaller space in the shopping center, and with the smaller space they must have lost their customer service and the cool guys that worked in the bigger store. This has to one of the worst Verizons store in the area. I get its a pandemic. There's a sign out that says wait, someone will be out blah blah blah, cuz of COVID, ok I wait. It's 27 degrees out. Do I see any employees having any urgency to get the door for me? No. Why?! They are all glued to their cell phones!! 3 employees in the store with no customers. So I'm about to walk away and head back to my car, when an older woman with short curly hair comes out, no hellos or sorry to keep you waiting,... more like what can I do for you?! I came to upgrade my old Android! Etc... she begins to ask more baseless questions. I said again, I here to upgrade and to see your latest phones again. She was like do I know what I want??! Sigh.... after being out in the cold for so long, she then was like ok come in, someone will help you. So another woman comes out, she was no help, couldn't really tell me much about the latest Samsungs . As I was asking questions, I couldn't believe she was on her phone like so blantant. I decided to make up a story and cut my visit short. read more

Brand new store! This location just moved a few doors down from their old store. Now located right next too the Hallmark store. Great service during covid-19. Very modern store read more

Verizon - New store front - Mobile Phones Near Me - Germantown, Maryland

See all

How does this place stay in business. Was "checked in@ literally watched a guy stand around holding a device for 25 minutes until they finally called me up. Never again. read more

This location has the absolute worst customer service. I came in without an appointment 35 mins prior to closing. They put me in line and I had a seat. About 25 minutes prior to closing an older woman walked in inquiring about the current specials on a certain phone. The sales lady was SO rude telling her she had to make an appointment because they were about to close and she should look online. The lady simply wanted information. You shouldn't have to schedule an appointment to gather info. Yes, most things are online now but some people prefer a live person to help them and Verizon should have that as an option. So long as they are open they should be able to help customers. read more

In Short: The manager at this location for today, May 10, 2019, was an exemplar in providing atrocious customer service for her consumer base. At Length: Like, sure, I made the mistake of coming to a "Verizon Authorized Retailer," where I could not return my "Fios Voice Backup Battery." But I was not aware of the "Verizon Fios - Equipment Returns" off "299 Copley Pl" and list of "Fios TV store locations" accepting of this merchandise only until after you finished patronizing me. (Thanks for providing a copy of the former document. That's the only piece of good you did.) When it appeared she was denying that I even purchased the battery by claiming that I could not make proof of purchase with a product that I bought through Verizon's website, I attempted to provide the "Order Number" that she previous denied. This time, she stifled me by saying, "You're not even listening to me." And I told her (1) not to patronize me and (2) I was pointing out the Order Number. Concessions: I was irritated right away with the tacit employees treating the location like an art museum as the location started to fill up, and we just had to sightsee. But it came as no surprise because I was sitting at one of the chairs in front of the register when the manager came out and she did not say a word to me. I had to initiate conversation with her: i.e., greet her, ask her a question, as though I worked there. Recommendations: Don't make my store-location/return mistake! Seriously. To regular customers who might consider this location, try to do your best to remain calm. read more

In this odd time we all find ourselves in, I want to commend this Verizon store for such a smooth process, in picking up my new phone. On Saturday 25 April, I arrived and they were the nicest staff I've ever experienced in a Verizon store. I'm used to going in to other Verizon stores and being completely ignored. The staff made the process incredibly easy and fast! Thanks Germantown Verizon. read more

This store was entirely too busy to have either 3 or 4 employees working. I was waiting for quite a long time to be helping which I didn't mine. Everyone else seemed to mind. I only got bothered when the girl who helped me seemed to have no idea what she was talking about. The manager however was kind so I'm giving them the benefit of the doubt. I would return if need be. read more

Looks like this place can be a hit or miss. Well it was a hit with me, THREE times! (Once to get a new phone and twice to switch out the cases bc I had changed my mind). After dropping my phone and needing a new one, I reluctantly dragged myself to the Verizon store. I've been avoiding the stores for a few years now, but I guess things have changed! This place was great! There was a bit of a wait when I first got there but I forgot all about it because the 2 girls who helped me (one was named Celeste I think) were awesome - helpful, friendly, and informative. Poor Celeste even had to stay late to make sure all the info transferred to the new phone and wiped out the old phone. The staff listened to my preferences and gave me helpful advice with the new phone and accessories. Now that the new phone was getting set up, what to do with the old phone? I was told I could pay to get the screen repaired and sell it back...or I was offered a credit for accessories. Done. I got a wireless charger and 2 cases and a screen protector for our phones. Obviously we still owed because all those purchases were more than the credit I was getting off the old phone but I thought it was a great trade off - I get accessories and somebody takes my old phone off my hands! Plus, I never would've thought to get a wireless charger because I'm kinda frugal about electronics, but I'm so happy she suggested it as an accessory because I love it. The case that was recommended was a great case and I really liked it, but I'm such a klutz that I felt the back of the phone didn't have enough grip. I went back the next day to trade the cover for one I saw online from the same brand. I got there when they closed but the guy still let me change out the case and adjusted my receipt. I thought that was cool because even though it wasn't a long transaction, he really didn't have to help me since they were locking up. I ended up not liking this case either because it has a built in screen protector and there was a knick on the screen. I went to the Rockville location to find yet another case that would be perfect for me. (I'll write another review for Rockville). The case recommended by Rockville was good for me because it had grips. But then later that evening I saw somebody with the same brand but a different color and I found my plain black just way too boring (professional, but boring). I know...it's starting to sound like a never ending saga of high maintenance, but I have to use it everyday so it should be exactly what I want. :-) At this point it's now 3 days later and I head back to the Germantown store again and ask if they have the case I got from Rockville in another color like I saw online. (By the way, why do cases come in black or super girly with glitter and pink? Not much in between). I also asked for recommendations. The guy (I think his name was Ethan) was super helpful and really tried his best to find what I needed. I was just about to think I'd have to just deal with the plain black colored case or find another brand when the guy comes waltzing out from the back with another color of the same brand because he went that extra mile to check inventory and really look for the case in the back! I left a very happy customer, again. read more

Probably the worst customer service I have ever experienced. I've only been with Verizon Wireless for a few months, but they've been nothing but terrible from the start. I was recently swindled out of almost $500 by a sales rep at this location. He did not discuss any form of fees, activation costs or contracts during my purchase. I am LIVID. I went to the store to return the tablet he pawned on me only to be told the tablet had some secret 14 day return period, which I was NEVER told about. I was also told that NOBODY in the store could waive that, and I'd have to call customer service. Well I called them, and they said the store manager ABSOLUTELY had the power to do everything. So not only are these people thieves, but also LIARS. Once I get my new phone delivered, I will be switching back to another carrier that DOESN'T rob me. What a sh*t show. read more

I want to say exactly what happened to me here. I called on a Sunday afternoon to see if they had a phone I wanted in stock, upon learning that they had it-I asked what time was reasonable to come in to get my new phone. I came in and there was only one other customer in the store. "Awesome", I thought because my trip would be quick. - Instead, the employee helping me only tried to talk me out of what I wanted and instead tried to talk me into buying (with my phone) an iPad, headphones, speaker, etc. He also assured me that I was making the completely wrong decision and that I should wait till the newer model came out. Why? I don't care about having the fanciest or newest thing and I told him that. I was also scolded like a child for not having their protection plan on my phone. Umm..Verizon, I already give you $200 a month. No thank you to your extras. When it seemed that I had finally convinced him to listen to what I wanted (30 minutes later), he went into the back to get the phone and came out and told me there was none available. So..you sold the 10 that you had in stock before I got there? No, they were still in the back but I was told to come back. I feel as if he didn't want to activate the new phone because it was 5 minutes till closing and he wanted to go home. Well..it would've been ready to go earlier if I hadn't been tried to be talked into 30 different things. Here's where it gets interesting- When I got ready to leave, this associate asked me to "not hate him" and asked if I was mad. I said I wasn't mad, but simply disappointed with the service. He then felt as if this was the proper time to ask me about my outfit, and my body. He pointed out my piercings and had.the.nerve. to ask me "where else on my body were they", how many I had, etc. He then asked what I was doing after when I left and if my boyfriend was in the parking lot to pick me up. Ew dude. Seriously. read more

I've been at the Verizon store for 45 minutes there is no one in the store and there is no one to help me They trick you into buying things and I'll tell you the whole story and how much things cost in the end I definitely would not use Verizon ever again read more

I am writing this review based on an employee named Fred, and Fred only! (He deserves 5 Stars-- the -1 is for the girl below) He was unlike any other employee I've ever seen/worked with at any Verizon stores. SO enthusiastic, positive, helpful and definitely knew this stuff! The girl named Courtney is very unfriendly and makes you feel uncomfortable. I would recommend not getting help from her. read more

This was the worst customer service ever. I waited outside with my 3 year old daughter to purchase an iPad. The key holder Doreen saw me waiting but instead of discussing anything with me she just locked the door and walked out. We were told to wait outside until someone leaves because of capacity. Instead we stood outside for 20 mins for no reason. I would recommend that all customers not go to this location or even leave Verizon. This company has horrible customer service read more

This place is always super slow. I don't know if they don't have enough staff working or lots of people just have very complicated issues with their phone device. Every time I come in here there is a wait. When you finally do get seen by staff they are very knowledgeable, professional and nice. I just wish I can check out with phone accessories without having to wait. The location is great. There is plenty of parking also. read more

The Hell !!! Website says close at 9:00pm, but when I got there. Damn sh!t closed at 8:00pm. Wasted my time and gas. Should have gone to Rockville like store instead. read more

Tried to figure out owner/manager of account. Never able to get it straightened and not from lack of trying to communicate with Verizon. Numerous phone calls and visits to stores. Fired Verizon read more

I had experienced pathetic customer service on multiple visits. Visit 1 - Long wait times Visit 2 - Switched my lines, Worked with sales rep Doug Orr for an hour or so. At the end lines were switched and he said you will receive your promotional gift cards in the mail in 3-4 weeks. Visit 3 - Nothing happens for almost 5 weeks. Went to revisit the rep/manager. Came back due to the long line on the weekend. Also - the heat was off in the store and freezing cold. Visit 4 - Communicated with the rep over SMS like 10 times - turns out he forgot to fill the forms and now the promotional window is closed. At store got to meet the manager Ken after having to insist meeting a manager. He said he will escalate. Today - More than 2.5 months later I am still waiting for GC and no end in sight. I guess nice people but the system is not working. read more

My first time coming into this store and my experience was great! I was helped my Marlene who was an absolute jewel. She was very knowledgeable and courteous. I had been with sprint for about ten years so it had been awhile for this type of transaction. I had the nutty idea of switching from iPhone to android. After about one day of frustration, I went back to the store and switched back to iPhone. This time I was helped by Elizabeth who was also very much Awesome. The change was made and it was as seamless as it could be. Many thanks to those folks! read more

I have been paying my bill at this branch for over 4 years. I have always paid by bill according to the rep -1 month in advance... I finally switched on Aug.19 to Sprint for alot less money per month. On August 1, 2016 a payment was made... I thought i had a credit but now i have been getting past due bills... I went to this branch during my lunch and if your not going to purchase a new phone or upgrade they put you on the back-burner... My rep-Courtney who tried to take care of me called the Customer Service rep on her Sysco office line at the office. They informed me that i don't pay a month in advance and couldn't show me where I miss any payments and i need to pay this bill.. I have heard this from many people that this happens to them. I asked for a manager but no one assisted me...I FYI- You can you go month to month with OUT A Contract and have lower payments. oh. if you don't want to wait in line for an hour, you tell them you're going to purchase a new phone you get to go to the front of the line as you can tell they are hungry to sell you but the customer service after you purchase blows. very disappointed in Verizon and Already referred 4 customers to Sprint........ read more

Had my iPhone stolen today at Shady Grove Metro. (I knew who did it, but couldn't prove it) Went to this location to weigh out my replacement options, as I needed a phone immediately! Had the pleasure of working with Joe Ostrander, who rather then immediately put me in a phone - tried to locate it once again. What re the odds that it was within 4 miles of where we were. He called the police for me, they met me there - and I have my phone again! This man deserved am A+++ for going above and beyond. He could have took advantage of my immediate need, but chose to help me save money instead! I will remain a Loyal Verizon customer. read more

There is no one in this store that knows what they are doing! I came in to change my plans and upgrade 2 phones.. and apparently.. they dont have access to do anything. Youre better off calling verizon yourself. They basically make you wait for nothing! Terrible store. Will never come back! read more

Manager is rude and worthless in terms of basic managerial skills, and establishment is not dog-friendly. At the time my husband was waiting outside of the store with my small white dog; it starts pouring outside so I carry my doggie inside the store. I ask the door-receptionist whether or not dogs are allowed, and she answered that I had to ask the manager. I walk inside and start chitchatting with my husband (I never let the dog on the floor) and a snarky manager comes in and snaps at me saying that 'dogs aren't allowed', to which I ask, 'you're not a dog-friendly store?', he answers "no" and as he is walking away, he adds 'we do allow service dogs'. Mind you, I was not asking if Verizon followed the law by allowing service dogs, I was asking about my particular dog. At any rate, the attitude was horrendous. On a side note: the guy that helped us was fantastic- knowledgeable about the plans, best suited plan for our needs, and overall pleasant to work with. don't know his name but he was tall, between blonde/redhead, lumbersexual beard/hipster person. Update: Moved rating from 1 star to 2 after getting a sympathetic message from owner. read more

I am writing this review based on these two employees here. I do not remember the guy's name but he was doorkeeper. The other girl's name was Kourtney. These two people talk to their customer like they are the boss. These two people had such a angry face (looked like they hate their job) while I was asking questions and they both just walked away even before i finished my question. This location needs to fire these unprofessional noobies or retrain them. I have been to multiple verizon retail stores and this place has the worst workers. read more

Great staff. Friendly. Knowledgeable. Professional. I was in and out in 5 mins for a quick question about service

This location went from real bad to real good and is back to real bad again. Can only guess management is to blame. Unorganised, poorly trained and unfriendly my recommendation is find the next store or just buy online. read more

I had to go help my older mom to purchased a new phone because her phone was dropping calls, it was an older smartphone she had had it for a while, but the older ones did last longer and you are lucky if you get 2 yrs out of today's phones. Too much crap on them and updates every 15min it seems like. She has been a Verizon customer for many years, so we picked out a phone that was close to the one she was switching from and then wanted to make a purchase - Phone, New Case, Screen Protector. Then I needed them to upload data from old phone to new phone and then done. BUT the sales person informed me that they don't do that anymore in the stores, that is something you have to do on your own time thru Verizon help center. I asked WHY?? What the Hell do you mean I cant do it in the store. I thought that's what the store was for Help, Picking out phones and other devices etc. The sales person informed me it was because there internet connection was not a good one and could keep disconnecting and transferring data could take up to 5 hours of waiting and they don't have that kind of time because the store is short staffed. I told him he was crazy - a short staffed store and a bad internet service was not my problem, I was a paying customer and I not only made an appointment online a week in advance I waited my turn in the store. INTERNET SERVICE is part of VERIZONS thing so get a better one. What the hell happened to CUSTOMER SERVICE!!!!!!! Well after 15min of explaining to the guy that transferring date on this phone would not take 5 hours or more to do and I was not letting him off the hook anyway, that just was not unexceptionable to me for us to spend money and then get sent out the door with not everything working on the phone and the data switched. We are not the the best of really knowing what needed to be done so That's why I went to a professional ( I thought). Now, I do understand that some phones could hold thousands of pictures, contacts etc. and may take a while but get better systems in the stores. So after 20min of waiting for my turn, 15min to go in the back and find the phone we picked out and 15min of sales person explaining why he could not transfer data we finely starting checking out and he did the right thing and started transferring the data. So buy the time payment, picking out the case, getting the receipt the transferring data took just about the same time as check out did. BOOM Sale done and data transferred, Problem done and out the door. Could have been sooner if I did not have to stand and argue with sales person. The sales person did the right thing and Verizon Policy stinks!!! SOMEONE needs to retrain Verizon what Customer Service means. It should not just be over the phone or internet after you spend money. Some people need and like face to face interaction in this world. I felt bad because the person helping me was the best person in the store the other person was not worth talking too and 2 other customers came up to me and was looking for help too they just wanted something simple. The person helping me did not start working until 10:30 and store opened at 10 with 2 other people waiting outside the door, waiting for 10am on a Saturday. Only 1 person opened the store with a helper and the next person on at 10:30? So be aware of Verizon's new policy. read more

The man who helped me greeted me as I walked in and we discussed my reason for being there. I was disappointed to hear that Verizon's new way of honoring long term customers (I've had Verizon for 16 years!!) is to give them the discounted payment rate of $25 for 24 months on a new phone. WTH?? read more

Thank you, Mike. Without your support and diligence, it would have taken longer to set up my replacement phone. You were helpful and knowledgeable. read more

I transferred 4 lines from T-Mobile to Verizon at the Germantown location recently and I have already posted reviews appreciating Ken and Tiffany. But the third person we would like to thank is Courtney. When I read other reviews on Yelp, they made her to be a non cooperative sales person. So today, when she was helping us with the old phones turnover process, this nice person behind the counter turned out to be her. I had not seen her before and I was totally surprised that she did not appear to be the bad picture other Yelp reviewers have painted of her. She is extremely pleasant and helpful from the brief time we spent with her. I am sure our experience in the deal would have been similar to the service which Tiffany provided. So thanks to you also Courtney, and keep up the good work! Mac read more

It is unclear how "Ken" moved to manager level. Use to be my favorite Verizon store for quality customer service. Will never return there. Ken displayed the poorest ability I've ever witnessed in working with a business. Ken seemed to be upset with a prior customer and his anger was transferred to me. Needed just to exchange something. Terrible terrible experience. Will be calling the store manger and corporate on this one. Actually should earn zero stars. read more

I spoke with a manager after receiving an automated text on my phone. I really appreciated the follow up! The manager cleared some things up, and leaves me feeling more optimistic about my change in providers. read more

This is not about this particular store. I actually got a real live and personable human to discuss a service order. He actually, saved me $150, and re-bundled my fios service resulting in a lower monthly charge! Imagine that! I know it can be a pain and there a horrible stories, but, I had to give credit, at least to BRIAN. Thanks Brian for the courteous service, and for saving me some $$$'s...... read more

This staff is respectful and knowledgable, but make no mistake - they are Verizon employees and sales and commission are their bottom line. The representative that I worked with was quick to dismiss me for another customer when I needed to call customer service about an error on Verizon's behalf - and he met with about 3 other customers during my visit, including times when I needed his attention. A decent customer service representative would have given his customer his full, undivided attention for the customer's entire visit, until all problems were solved and the customer was happy. But this is not the Verizon way, and all any employees seem to care about is how much $$ they can scam out of every customer. Again, this location is decent by Verizon standards, but terrible by "real world" standards. read more