I stopped in at the Waukegan store I am handicapped I broke my screen I was sent to fix it in Gurnee repair shop that could not fix it so now I have to get an upgrade she told me was $385 I looked online and I saw one that was for free because I need to get another phone and she was used was useless ​ I went out there and then she told me that the upgrade would cost me $400 and I had insurance on the phone but yet they can't fix the phone and every time I go to that store the service has been poor never ever have I been treated so disrespectfully she acted like she was more interested in her boyfriend than she was me and that was not cool I walked because I have no car I'm handicapped I had to cross a busy intersection to get there and I feel like that store has the worst service ever I never get any kind of answers that I need from them and it's not just to her it's whoever works there they revolve stores employees like candy I just don't understand why if your guests don't come first you should be doing your best to get me the phone I need to get or fix my phone because now it's out of stock and they can't fix it so why can't I get a replacement for free I just don't understand you need to fix customer service there read more

I just went into the Gurnee location. The person I spoke to was abrasive and would not explain the different packages to me. Told me I had 3 choices, but would not explain to me how they differed. He rambled some stuff at me, that was it. I've been Verizon customer for over 20 years, and have NEVER been treated so poorly, in all those years. I just wanted to find a way to lower my bill. I'm on a plan that is $85.00, don't use my phone except to make maybe two or three calls a month. My $85.00 bill is over $100.00 a month. No extra services, programs, or phones. After decades of Verizon service, I'm going to look into other providers now. read more

My Sister, bless her, got a new Verizon flip phone. Somehow in accessibility the notifications got turned on. IT TALKED ALL THE TIME. It was very annoying. I took her into see if they could help. Last Tuesday, February 21,2023, around 1 o'clock. At this location. Two very accommodating young men were working. They smiled and in less than a minute had the voice turned off. My Sister was so very grateful!! In fact ecstatic!!! Thank you. Highly recommend this place. read more

Stopped in store around mid afternoon noticed they weren't busy. tried to check in manager told me it would be fast so just wait a minute, i sat for like 15 or 20 mins and finally asked, how much longer? just a few more minutes. During my wait I started thinking been in this store many times over last several years, all they like to do is sell phones and not problem solve or customer service! Finally some guy comes out and I tell him i'm getting tons of robocalls and don't know what to do to stop it? His answer we have no control over that!!!..................... the so called manager too probably heard or saw my frustration too,but did nothing. i'm never going back to that corporate Verizon store. read more

Verizon - Go in to find out why I'm getting more Robo calls than regular ones. Hardly anyone in store waited 20 mins They tell me nothing they can do - Mobile Phones Near Me - Gurnee, Illinois

Manager Marilyn was amazing! She saved us money and was so nice, caring and patient with us. She's the best! Thank you Marilyn!! Aloha from Hawaii read more

I don't write reviews often but this Verizon store blew my expectations away. Alex and Brandon two current employees at this location, were very friendly and polite. They helped me upgrade my phone and change plans. Even though I took a long time trying to get my account in order, they were never impatient or pushy, they seemed like they genuinely wanted to help and made sure I was taken care of. If you had an issue with this store in the past definitely give it another try. Keep up the good work guys! read more

Mary called "manager" have no knowledge and no skills, She was a very racist person with me. I been going at this store for more than ten years, I never feel treated so horrible with the previous employees. Couple of her employees tried to help me with someone issues on my phone, she definitely said was not going to let them help me, at her "store", since I had an application downloaded for a technician to help me. I drove to Gurnee store for notting. Definitely looking for a different company after all this really bad experience I had with this manager, she didn't even care about my needs. Worst customer service ever..Horrible Horrible Horrible!!!! read more

The people at the store are absolute liars. I was given several quotes that were not correct. After figuring several things out for myself and the people in the Philippines, who took 45 minutes to answer the phone I decided to return all five units completely sealed and then was charged over $200. I contacted customer service and they gave me $100 credit but I told them I was still going to the store. I went to the store and they told me they couldn't do anything for me even though all units were returned, unopened, and never activated. The sad thing is when I picked up the phones they purposely put it in the wrong transfer code from T-Mobile so the phones with not be activated. The store is absolutely ridiculous. I'd recommend trying a different store if you want to be with Verizon. This experience was absolutely unsatisfactory, but I was able to contact someone again in the Philippines (Adam) to finally get this situation resolved. Thanks for absolutely nothing people in America at Verizon store in Gurnee, Illinois. read more

Absolutely horrible customer service. Had to emergency order a new phone for pickup when mine broke and I had to leave for business the next day. Arrived at the store and was told I could not pick up the order because I am not the account manager. My father who is the account manager is not able to leave the house due to being high risk for COVID. I completely understand that this is store policy but the woman I spoke to was so unwillingly to work with us and was so rude. Again, I understand policy is policy and I'm sure it comes from a corporate level but there is no reason to be so nasty to customers and genuinely unhelpful. As someone who also works in customer service I'm truly disgusted by the way I was treated at this store. I expected more from Verizon. read more

Had the worst experience there tonight. Typically the service is great but I don't know if I got a new associate or one that just didn't care. He quickly told me what I was questioning was only for activating a new line of service. No other help was offered and he quickly left and went to attend to another customer. Needless to say I left and took my business elsewhere. read more

I was just at the store trying to get information about Verizon and phone packages, whoever I spoke to was not interested in me or my issues, nice customer service, terrible place don't go there. read more

Again this Verizon facility proves it is still poorly run. The wait time was excessive - ok/ understandable for showing up the day after Xmas. However the treatment and policy are what needs serious work. Signing up to be on the wait list was 2 hrs. Long. Verizon expects you to stay in the roughly 2000 sq ft store the entire time. There are now texts that can be sent out per the manager because it would be unfair to the people who stick around the full 2 plus hrs. Btw - that was estimated time. The manager's attitude about how this was handled was rude, more like "I have people here who are willing or have the free time to stay and do nothing for the 2 hrs and basically if you don't like it... Tough. " type of attitude. Basically this store has regularly been poor. I've had the "pleasure" of having to visit this facility 1-2 times per year since it opened, there has been only one time worth a review with more than 1 star. If you can, find a different location for your needs. read more

Bought a new phone at this (Gurnee, IL) Verizon location today. Worst experience I've had in a retail establishment in my life. 'Specialist" talked rapidly, glossed over questions, dismissed requests ('Covid' rules), was almost impossible to hear (loud background music, plexiglass shield, masks); speech volume escalated; requests repeated several times; frustrated over treatment; told "lower your voice". I've been a Verizon business customer as long as Verizon has existed. I'll never go back to the Gurnee location! read more

Cell phone stores scare me. But YALL. I have only had incredible experiences at this store (I would never dream in a million years that I would be saying this about a Verizon store). The staff have all been incredibly kind and helpful. Not only that, but they make the experience fun and easy! Each staff member is personable and friendly, making you feel like they really do have your best interest in mind. I will recommend this store and Verizon to everyone I know because of the great experiences I have had here multiple times! read more

Stopped to pick up a order I placed online. I picked this store for convenience since I work in the mall across the parking lot. When I arrived there where 4 employees behind the counter each with a customer so I expected a wait. That wasn't the problem ...... the problem was no one acknowledged my presence as I entered or even spoke to me after I had been waiting. One of the employees and myself even made eye contact on more than one occasion and he said NOTHING. Being that I am a supervisor for a retail company myself I am very big on CUSTOMER SERVICE. All it would have took was a "hello, someone will be right with you" and this review would be much better. read more

No customer service skills what do ever. Manager is not polite and did not care to assist me.

Update - I still don't have a working EP-TA800 fast-charger as of 8/4/2020. A replacement charger Samsung sent also failed, and it's possible the phone may be the cause. Verizon is sending an express/exchange replacement phone, but interestingly enough with no charger! Tried to get through to the Gurnee store to attempt to resolve at store level but kept getting transferred to Verizon Customer Care. As a result, I'll be returning the exchange unit back to Verizon. Samsung Customer service is sending me a replacement phone with 2 chargers and will be analyzing my original phone and 2 non-working chargers. This all could have easily resolved if the Gurnee Verizon store had just swapped out the phone and charger during my initial visit. read more

So here is the scoop. If you buy a phone from this location you are out of luck. Anything goes wrong and you do the leg work to get it fixed. Wife's phone within 24 hours glitched and went back to the store. We met Brandon the store manager who will inform you within 5 minutes what Verizon will not do rather than what they can. Avoid this store at all costs. Verizon is a good company but Brandon and his staff will be the reason this store closes very soon. Horrible customer service and zero support. Again avoid this store and save yourself the hassle and go somewhere else. Verizon if you truly care about your customers, close this store before everyone not just does not shop here, but because of the attitude go to a different provider. Once contract is up, we are gone never to return. Oh by the way, read the contract you sign. As Brandon explained to us you can return your phone within 14 days, but you pay a $50 restocking fee. Another way Verizon looks out for their customers read more

TOTAL SCAM ARTISTS!!! We spent over three hours here, stuck with a trainee, with the manager dropping in between jamming his playlist on every device in the store, our guy had to leave and go get him MULTIPLE times and couldn't get the deals straight and there was lots of confusion. BOTH of these guys told us this 500 gift card was a general card for anything, like cash to pay for our Christmas shopping...and they said whatever they could to get us to transfer from tmobile (the only other thing "the dude"/manager cared about happening) and months later we get it and it's a VERIZON GIFT CARD!?!?! What do we need to spend 1000 on Verizon website!?!?! Worse....you can't call the store, was hung up on twice being on hold for almost an hour and had to give up for now. VERIZON I HOPE YOU ARE READING YOU ARE LOSING A CUSTOMER FOR NOT BEING AVAILABLE AT ALL AND FOR RUNNING THIS GIFT CARD SCAM IN THE FIRST PLACE!!! NEVER GO TO THIS LOCATION!!!! TOTALLY INCOMPETENT STAFF THAT WERE TOO BUSY TALKING ABOUT GETTING THEIR FOID CARDS AND JAMMING TUNES TO HELP THEIR CUSTOMERS. Hours later...keep getting hung up waiting on hold and the call backs just click and hang up...the chat is 30 min wait...can't talk to the store...not safe to go to store during a new outbreak. Literally the worst customer service. read more

Mary so called manager have no knowledge and no skills. Worst customer service..Horrible Horrible Horrible

My experience this past weekend here was phenomenal! I checked in and was told a 45 minute wait. I wasn't necessarily in a hurry but wasn't trying to wait that long ..Brandon was very accommodating and knowledgeable. My purchase took 15 minutes at most, he explained the estimate of my new monthly bill, offered the necessary accessories and not to mention they also offered $150 off my new device. Thank you Verizon, I'm very happy with my new iPad Pro :-) read more

The manager Mary should NOT interact with customers - which means she should not be a manager. She has no customer service skills. I bought a new phone and was not getting text messages - incoming and outgoing issue. I have been frustrated since the phone was activated. I went in and waited to be helped. After being overlooked and finally Mary coming to help and explaining the issue to her - her answer was it's an apple issue and to go to Best Buy across the street to have them run a diagnostic. That was her answer! Wow. So we went to Best Buy they told us it was a carrier issue after running an apple diagnostic. We went back to Verizon and stated this. Mary says there is nothing they can do - looks up the account offers a new phone. What!? That's not the issue. I am even more frustrated now. She then finally suggests calling text support for the first time after I said what sense does it make to order a new phone?Mary's attitude was not helpful or emphatic- her answer was we are sales people. Well Mary needs to learn some customer service skills and recognize that tech support should have been offered initially. I called from my car and within an hour a diagnostic was done over the phone and I am now getting text messages. Do better Verizon Gurnee. read more

Please don't ever deal with Verizon Gurnee. My mother age 70 was taken advantage of in this store. Upon returning to resolve the issue, the manager Brandon was a smug not helpful representative of Verizon. My mother was given the incorrect phone. When we wanted to make the corrections Brandon wanted to charge us a restocking fee of 50$. Not our problem. We did nothing wrong. This issue is yours. Still demanding we pay a restocking fee. Took an hour and a half on the phone with corporate to resolve the issue. The Gurnee store tried to take advantage of my mother and got caught doing so. Shame on you Verizon Gurnee. read more

The manager Steve is not only mentally disturbed but after I complained about him, I got mysterious characters showing up in my page, offering to return the money he made me loose with his crazy ness, telling me to go to a branch where they would give me the money back and it was a joke, changing my billing address to Rochester, NY, and getting into my associated email account and changing my password, just to bother me and retaliate. I am walking away from Verizon after 12 years, as many many customers , for branches like that one in Gurnee. Fortunately, all the other providers charge half and have the same coverage, they even use the same towers. Don't walk, RUN AWay From 6310 Grand ave Verizon. You will thank me later. read more

Wow. Bad customer service a few years ago, willing to forgive and went back. Same deal, I can't imagine why their management allows. Multiple poor ratings that I was unaware of on Yelp. I don't believe generic response from corporate. Last time we had issue here the salesman, manager and regional person were either rude or did not respond to calls. Culture that is accepted. Otherwise behavior and response would be different. read more

My boyfriend and I waited over 30 minutes to be acknowledged. Nothing. We left. Don't go to this location

I accidently deleted a text message from my Samsung S8+ phone. I called the Gurnee Verizon store to find out if text messages could be retrieved. The immediate answer was NO. Once a text message is deleted, it is gone. Maybe only the police could retrieve a message if necessary. I then called Samsung Customer Support with the same question. The answer was YES if the phone is set up to back up messages. Then the gal from Samsung helped me determine if my phone was set up to back up messages. Unfortunately, my phone was set up only to back up contacts, not messages. So I was not able to retrieve my deleted message. She helped me change the setting so that in the future my text messages are also backed up. The Samsung customer rep was extremely helpful. I am very surprised that the customer rep at Verizon was so ill informed and did not know about the text message backup. Makes you wonder how knowledgeable they are about other things. read more

I had gotten a new iPad Pro and I phone 13 nine months previously. I use both daily. I went into the Gurnee store because my I pad would not charge or charged very slowly only going up to 50%. A salesman approached me and asked me how he could help me. When I explained problem he said "what do you want me to do about it?" I told him that I only had my I pad since March and it should be under warranty and I wanted to know why it wasn't charging and get it fixed. I had brought my power blocks and cables with me. He attempted to plug in the charger to my I pad on the wrong side and couldn't get it in and told me that I did not have the right charger. I told him that this charger came with my I pad and I had been using it for nine months and it plugged in on the other side. He kept saying that my chargers were no good and when I wanted to buy new ones said "I'll take your money if you want me to." This salesperson kept asking me to show him how I turned my I pad on and off and would smirk when I asked him questions. I found him to be rude, arrogant and condescending. He had no knowledge of what my problem could be and kept saying it was caused by having the wrong chargers. When I left, I asked him if he had a card and he told me that Verizon doesn't give cards to their employees anymore, but that his name was Andre. If this is now the caliber of Verizon employees, Verizon is in trouble. I will never step foot in that store again. read more

Sent email and called. Nothing was done no apologies after 4 years of being a Verizon customer with 5 lines I switched to sprint today. Looks like that store has been loosing more customers just by reading the reviews. read more

If your looking for something to waste your time, you came to the right place. I come in there is only a family ahead of us. We didn't get checked in because we only saw two people working with other people. 20 minutes go by and we finally get checked in and he doesn't ask what our problem is and also take care of people who came in after us before we are taken care of. We wait another 30 minutes even though there are three other workers doing nothing. Already frustrated our time comes and Brandon the manager at the time finally asks our problem and couldn't help us. We complained about everything and Brandon gives us a disrespectful attitude. Being a customer for Verizon a long time now I am very disappointed in this store. I then saw complaints on yelp about this store and now know Verizon Gurnee is a joke. read more

I needed to provide detail phone detail records for my insurance company. I contacted Verizon wireless using *611. I was connected to an online digital assistant but was unable to get the records I needed. I went to the Gurnee Verzion store for assistance. Simon B went out of his way to provide me the necessary copies. He and his manager were also able to help me realize that the detail monthly bill was available in the email I receive from Verizon monthly. read more

Friendly staff but not very helpful. They sold me a phone without first checking if they had it in Stock. Then tried to send me 40 minutes away to another store to get the phone. Instead I called the Waukegan store and they had plenty in Stock. I couldn't believe they didn't check with them first. read more

Horrible experience, went in to pay a bill and was treated like I didn't matter. Love your cell phone service, can't stand your individual customer service. Learn a lesson from indirect stores which actually give QUALITY customer service even if it's just a simple bill payment. read more

I switched my service from Sprint and I bought a new Samsung phone in August 2018 from this Verizon store. About 2 weeks ago (less than 4 months later) my home page would not pin down. I went into the store an the rep showed me how to pin the home page. A few days later the same problem arose. Went back in on 12/22/18 and spoke to one of the reps and he told me that someone else was in earlier with the same problem and told me the only solution would be for me to get a refurbished phone to replace my phone. I pointed out that my phone is only 4 months old and that I would not be paying full price for a refurbished phone - he responded "that's all we can do". read more

Worse customer service ever. I bought a phone case and fast charger. The phone case was 89.00 that accumulated condensation and the charger input cover came off twice, the charger was to be fast charge however it took 2 hrs 30 mins... that is twice as long as the wall charge.. I returned both items within the 14 days but was told both were defects. Exchanged both items and both did not meet the expectations for the money. Within the time frame I take both items back request a refund and all things go bad. Rude Manager and rude sales person. Billy the Mgt. told me it was a 1 time return or exchange on the original purchase even though My phone case was refunded and a new purchase was made on a different item , different day, he also said I WOULD NOT get a refund. I had to call Corporate while sitting in my car, I was instructed to go back inside and I was issued full refund for both items. Also Nick provided GREAT service. I am not happy with this location because they care nothing about customer care only tricking you into buying . Billy the mgt said "Im not the mgt for no reason". My response to that is, "I understand why your store has terrible reviews BILLY".. I DO NOT recommend this location. read more

Customers beware!!!! Make sure you know line item by line item what your paying for, specifically when its a "bundle" package. Don't let the sales rep's fool you!!!!! I took my mom to upgrade her phone, what she paid out of pocket we were lead to believe was for the phone. Come to find out she paid 140$ for an ugly red phone case and charger and was left with a full price phone. Everyone knows you have a big selection of accessories online and they are inexpensive. The manager was no help at all since it was past their allowable timeframe for exchanges and returns. Lol! How the hell are you supposed to know it's past the timeframe, if you didn't even know to begin with that there was a problem. Ridiculous!!! Never again read more

EDWARD WAS GREAT! Nice, funny, personable, and very helpful!! He deserves a promotion!

Verizon kios at Gurnee mills...No compren aquí lo peor......Worst service ever! This people stole my cellphones...They took 5 cellphones iPhones 7's and they never credited the phones they took my phones right on front of me and with all the paperwork confused.. they told me that we will get credit for my phones and the never send the paperwork. Waiting for two months for my credit and I never received so , I when back and trying to get some information they told me that they don't have any records of my phones...now I'm trying to resolve the issue and the owner fire the guy because he was stealing cellphones from other people and he haven't do anything to resolve my problem. This is going on for 6 months... read more

Inexperienced employees with no authority to assist customers with anything more than explaining phones and processing orders. And those simple tasks are done wrong. Quick to blame their errors on the customer. "The customer is always wrong" . Go term Version! read more

Verizon wireless customer for 3 years now and very disappointed with everything about this profit-maximizing corporate company. Absolutely terrible customer service on all levels (especially the Verizon store on Grand Avenue) by Brian the assistant manager. They bait you in with a 2 year contract and then charge you "upgrade fees" for everything. I've also been sent multiple replacement phones and was forced to pay shipping charges and upgrade fees despite having phone for only days. All the way around, Verizon has the worst customer service out of any company I've ever worked with. And don't bother to contact anyone in their corporate offices. They are trained machines from the top down to have consistent BS answers that do not resolve any customer complaints. Go to US Cellular or some other provider if you want to be treated like a civil human being. read more