Awesome service and customer service. Top store to go to. Everyone there is respectful and friendly

Everything needs improvement at this location. I recently signed up for the Simplicity Plan, it was a nightmare. They said the transfer # would take between 4 to 24 hrs. It took 4 days. After 24 hrs I had lost service, I drove to town to meet someone and my phone/internet didn't work, my daughter and my elderly parents couldn't get in touch with me. I had to drive back to the store to fix problem. They said the initial transfer was never initiated. They initiated it. The temp # started to work again. 24 hrs later, still the same, I went to the Kailua store because they had better reviews but they said since it was a new plan problem I would have to go back to the original location. They were very helpful and gave me the managers name. So I called the store and the automated system says I need to book an appointment with the manager which would be another four more days. I finally got in contact with a real person on the phone from the mainland the next day, I told them to cancel the service. They said they can fix it today. I was on the phone for over 2 hrs. That's about the average time I spent the two previous times in the store trying to transfer my number. They said the 2nd person input the wrong phone #. Before signing I asked about other fees that they tack on. None. Right before signing I ask again and the answer is no. Then, the sales person says there is a one time fee of $41. I told him to cancel, I am out of here. He said his manager can override it. Also, the sales person didn't know anything because he would always say he would have to check with the manager. The vibe was bad at this store compared to Kailua, they see the sale guy struggling but just ignore him. Where as the Kailua store the other workers over hearing the problems I was getting would try to help out. Save yourself time/stress and avoid this location. read more

Abella and Jenssen were amazing. Helped me with a new phone and our bill and did more than what we came in for. Will be coming back again for them. read more

Came into the store, Abella did an amazing job and helped us with everything that we needed. Thank you

/ Goes out to Jabin Segundo working out at the Verizon store at Windward Mall. He was extremely helpful, patient, funny, and a million miles of awesome customer service!! Anyone wanting to migrate over to Verizon or questions about your account/phone please see him! We had such a great experience.. Jabin all the Kudos for helping us out, we are so appreciative! read more

Came in to buy a new iphone (trade in). The person that helped us with the process was syncing my old iphone and new iphone to transfer over all the data, which on the screen said would take 24 minutes. I decided to eat my lunch right outside the store to pass the time, while the man helping us brought the phones in the back to transfer. I saw the employee walk out of the store, and didnt come back. I returned to the store about 15 min later, still no return of the employee. Asked another employee there where he was, and got ignored and didnt address after. After waiting about 25 min, the man helping us still hasnt returned to the store, so had to approach another employee about the transfer of info to my phone, since that was the only thing i was waiting for and it was in the back. This employee brought out my phone, got it squared away, and as we thanked him he said "ok youre all set", while not looking at us at just walking away to the back. At this point we were at the store about 1.5 for this process. That employee that originally helped still didnt return by the time he left, dont know where he went. read more

Austin helped me out so much!! He fixed the problem and made my plan better too!! I will only ever come to this location now. read more

Virtual line does not work. The person in the reception spot lets others go. Been waiting over one hour!!!

You're better off going with Mint Mobile or Boost Mobile because this shitty network has no service. Stay away!

I just upgraded my phone and picked up a watch. COVID Protocols still in place. I feel safe with lots of sanitizer and wipes provided. Employees are masked up and frequently use the wipes and sanitizer. Go see Chris C. and the team. They are very knowledgeable about their products and plans. I followed him to this store from his previous store. It's a little further than I'd like but I'd follow him to any store. That's how great he and his team is! read more

My first visit I switched from an IPhone 13 Pro Max to get a Samsung S24 and I also switched from AT&T. The IPhone 13 Pro Max was going to be a trade in but I didn't trade it in yet. I was going to wait to see if I liked the Samsung first. I was told if I don't like the Samsung I can bring it back and I can bring my IPhone 13 anytime within thirty days to trade in. The IPhone 13 was supposed to go towards paying off my new phone by the way. My first visit was very smooth but the other visits left me skeptical. So I hated the Samsung phone, two weeks later I brought it back and I got the new IPhone 15. Mike who helped me get the IPhone 15 told me to come back the next day to trade in my IPhone 13 because they were closing. I came the next day and this time it's my third visit. I spoke to the store manager and I told him I'm here to trade in my phone. He told me the trade in wasn't in the system. I was confused because Mike told me I could trade it in the day before. The manager told me I need to schedule an appointment. He told me he would have to call Verizon customer support to change it in the system. We set up the appointment for 11am the next day, but I then told him to move the appointment time further in the day to 1pm. He said he would but he never did and I know this because I got email in the morning saying it was at 11am still. So I came in for my appointment at 1pm like I told the manager. I saw Mike again and I told him I have an appointment with the manager. He grabs the manager and he was being standoffish and he never called customer support like he said he would. The manager told me I'm just going to get credit for my phone. After that he walked away and never came back and mind you there was no one in the store!!! I don't know how this whole process works. I kept asking questions and I could tell Mike was getting frustrated. He went and grabbed someone else to come talk to me and explain the situation. The other guy told me the system acts weird when there's to many exchanges, but this is their job they should know how to easily fix situations like this. So I still gave them my IPhone 13 trusting them, but I left feeling dissatisfied and now I feel like I should've took my business elsewhere. I'm also dissatisfied because of how the manager LIED about calling customer service. Also, for how confusing they all made it seem when I have no clue on how these trade ins work. Mike was being confusing and he kept saying different things. I won't be going to this store anymore and I hope they tried everything they can to help me out. I wanted my trade in phone to pay off most of my phone. I didn't want it to go towards paying one monthly bill. This is not how a manager should treat his customers as well. That's why I'm giving it two stars because it was not a good experience. Why was it so confusing for them to explain it and why couldn't the credit go towards paying off my phone? They need to be more compassionate to customers. read more

Great customer service! I was referred to this location by a co-worker because of the manager Chris, since we wanted to inquire about switching networks due to the BOGO iPhone 11 special. We ended up getting an appointment with Andrew, who was very knowledgable, fast, and to the point. They pointed out ahead of time to ensure that our data was backed up via iCloud, which really helped to speed up the process with transitioning from our previous carrier to Verizon. My recommendation is to make an appointment! read more

Edit... November 9, 2023 DO NOT USE THIS FOR VERIZON. THEY WILL NOT HONOR THEIR WORD. Store hasn't changed, we walked in to add a line and was given a plan to go to Apple and buy the phone and come back to the store to setup the line and receive the "bring your own device credit" After buying the 800 dollar phone, we walked into this store and the manager tells us they have us the wrong information and can't offer us any deals what so ever. I had made an appointment with this store so they had my information and could have contacted us at any point to inform us that they screwed up. But they waited until we bought the phone and drove back to the store to tell us they screwed up. This manager kid was far from remorseful and did nothing to help the situation. E I made a one-star review of this store five years ago. I walked in today and nothing has changed. These employees have little to know knowledge of their products. I was able to ask a couple questions to Jake at the door. But then I asked about any Christmas sales and he told me I'd have to get an appointment. Once I came in for the appointment, I went over my previous questions I asked at the door because my appointment was with a different person. She had no answers to the questions and tried to tell me I had wrong information. She also said they can't talk about Christmas sales and promotions. I had her get Jake over and he said there is a lot of promotions currently but none were available to me! Me, a customer of Verizon for over 9 years.. He also said he couldn't tell me about the "long list" of promotions he referenced. He was getting irate about me pressing the matter... Jake, a manager of the store! And he's getting irate at me asking him questions he couldn't answer. So I told him good day and left. I will not be back, ever. I will tell everyone of this experience and how inadequate of a manager Jake is. read more

Kip was amazing! She definitely was perfect! Very helpful with picking out new devices and accessories for them. Her level of customer service was outstanding. Highly recommend going to her. She explained the billing process and how everything works along with getting us great discounts. I even came back to ask her questions and she had no problem answering them. Thank you Kip! read more

I arrived at the Verizon store and there were two workers. It seemed like they were assisting other customers in the store. I stood at one of their tables and waited patiently for assistance. I tried to make eye contact with the workers in hopes they noticed I was waiting for their help. A gentlemen was at the counter when I had arrived and after his interaction he moved to the table I was standing at. Meanwhile another customer walks into the store and up to the counter. At that point a worker walked up to him and asked how he could assist them. I have been a Verizon customer for years and what happened today was unacceptable. I'm positive the workers saw me in the store. They should have had the courtesy to acknowledge me, especially before willingly assisting the customer that just walked into the store. read more

I don't expect to get decent service from any Verizon store, just based on going to multiple stores around the country and I didn't expect or receive any less than expected at this location as well. I was ready for an upgrade, I knew what I wanted and the representative of course told me to wait and listen to his sale pitch, not to renew a 2 year plan but to change and not have a contract etc. I didn't really want to hear it so I said no, but he pushed further and said to wait for him to explain. So after 2-3 mins of him writing down all of the info on a piece of paper he told me and tried to explain the better option. Long story short, it was a little better so I went with it. 1 star for appearing to save some money. Overall, the representative was just not accommodating, seemed like a robot and didn't was just a person trying to up sell product and not listening to me. Overall left the store just blah, and frustrated with him not listening and just being an a-hole. read more

I made a one-star review of this store five years ago. I walked in today and nothing has changed. These employees have little to know knowledge of their products. I was able to ask a couple questions to Jake at the door. But then I asked about any Christmas sales and he told me I'd have to get an appointment. Once I came in for the appointment, I went over my previous questions I asked at the door because my appointment was with a different person. She had no answers to the questions and tried to tell me I had wrong information. She also said they can't talk about Christmas sales and promotions. I had her get Jake over and he said there is a lot of promotions currently but none were available to me! Me, a customer of Verizon for over 9 years.. He also said he couldn't tell me about the "long list" of promotions he referenced. He was getting irate about me pressing the matter... Jake, a manager of the store! And he's getting irate at me asking him questions he couldn't answer. So I told him good day and left. I will not be back, ever. I will tell everyone of this experience and how inadequate of a manager Jake is. read more

Customer service and store not accommodating to handicap people. This store is by appointment only. After standing in line (no chairs available) for 20 min my legs were ready to give out. I was finally at the entrance and told the Verizon agent I wanted to trade my watch in, well he told me he had a 5 pm appointment available. It was 11:45 am. I can only walk for about 45 min a day. So I just went home. It seems that every time come to this store it is poor customer service in some kind of way. It is better to go to the downtown store. Much better service. read more

Went in here to find a screen protector for my new iPhone 7 plus. Even though Verizon is not my carrier, I figured like most cell phone places, they'd be willing to help and welcome my business. I was acknowledged and assisted in a timely manner, which I appreciated. I was willing to spend the $45 for a screen protector once I was told they had what I wanted in stock but not one person in the store wanted to help me put it on. You'd think with how many phones they sell on a daily basis that they would be able to help someone out without hesitation. What I was told is, "No, we aren't going to do it, we can't spend all day trying to make it look perfect or give you another one if you don't like how it's done". If I thought I could do a better job, I wouldn't waste my time asking. I thanked the person but said I wasn't going to waste my hard earned money on a $45 privacy screen for a $1000 phone if I wasn't even going to get help with installation . The guy didn't seem to mind turning away my business so that reflects on Verizon's perspective of their customers. I will gladly stick with AT&T and go to them once they have screens in stock- not only will I get the help I need but my business will be warmly welcomed. read more

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Customer service sucked. Rep couldn't tell me anything about the different phones except the price. Not even the difference of pixels! If I wanted to do my own research I would've done it on my own at home. Why do I bother with these stores. Customer service on the phone is better than that! At least the General manager was able to show us where on the app to sign up for our free DisneyPlus. Oh and they added my husband to our account which I've done so many times just so they can NOT answer our questions. RIDICULOUS!!! This is why stores are closing. Sucky customer service. read more

I was at the mall so I went to the Verizon payment machine to take care of my bill. Tap here, tap there, tap top, tap bottom. The screen wasn't responding AGAIN. You would think the supposed best wireless carrier would invest in better machines. Had to sit there to wait for someone to help me which was a waste of my time and a waste of the employees time. Had to show the guy my id and had to approve him having access to my account. Why is this an issue? I would be happy if someone else would pay my bill but that's not happening so why card me? If I am using a stolen credit card, just cut my phone service. I like the machine bc its kinda quick (could be faster) and I don't have to wait. Wish they'd get better machines. read more

Went in this past Saturday to look at a new iphone. Was just going to look at it, but decided on a impulse buy to get it. Angela was very helpful and took over after my salesperson had to leave for the day. She was great to work with and very patient and answered all my questions. Love the new phone so far. read more

WINDWARD MALL Kāneohe Verizon. GO SEE Ku'ulei (she used to work at Kahala Verizon so she knows what she's doing) She is the most friendly, helpful, genuine sales person that Verizon has for real!!!! She just knew how to talk to me without making me feel incompetent. She let me know about a BOGO for iPhones because we were looking to switch from AT&T to Verizon. She was patient and was not pushy about the sales! The best experience with a sales rep! I know windward mall Verizon does not have the best reputation but seriously make it a point to see Ku'ulei, she's The Best! read more

Ok i am going to have to give verizon 1 star this is a overall rating from service that i have received since day 1 . But fast forward couple years earlier in the week i called to cancel a phone line on a phone that was paid off due to it broke so the rep tells me i can freeze the line so when you get a replacement you dont need to reactivate it and oh by the way looks like you qualify for a 100 on this line so you can get a iphone 5 that normally cost 349.99 for 249.99 i said that is great but can i do it at the end of the week so i can pay it off she said yes i will call u at the end of the week to follow up... well low and behold no call back so i call berizon and of course no notes on my account and make no effort to help me.. read more

Excellent customer service from Christallyne "chris" Pagulayan. Anytime something is wrong with my phone I try to stay away from verizon because some of the workers are no help or try to push and sale you something. Anyways Chris helped me to the fullest and helped me with everything! She knew exactly what I wanted! She is the best of the best!! If anyone goes to Verizon. You need to go to the Kaneohe location in windward mall and see Chris!! She is absolutely AmaZing!!! read more

We got our new phones, and with 4 people on the sales floor (and no other customers), no one asked if we needed help setting them up. We made a mistake in our order and caught the salesperson giving the other salesperson "a look". Not sure why though....it's not like they had anything else going on. Do better. read more

Awesome service and expert advice. Made the process easy and simple. Explained all the promos and how they worked.

Generic Verizon store. We knew what we wanted but a little annoyed by the sales pitches for stuff we didn't want, aka crappy AirPods, iPads we didn't need, renewal for other phones I had intentionally allowed to lapse. Upon request they did set up the new phone and we were in and out with a reasonable amount of time. read more

VERIZON COMPLAINT Aloha, Me and my family have been with verizon for quite some time now and i am a very satisfied customer at that! until recently i ran into a major problem. I currently invested really important money on buying some new products from the CORPORATE verizon store in Kaneohe Honolulu Hawaii (Windward Mall Location). I purchased the newest ipad air and the newest magic keyboard along with the apple pencil (All purchased on May 31, 2021) With team member Corey In store, This day i put a down payment of $50 for ipad. I was very satisfied with the products and he explained to me that i had to come in by my next bill to pay for the items along with mentioning that i had a 14 day guarantee back with all 3 of the items. I had took home the products and was very very happy and satisfied with it until the ipad and keyboard had some complications as far as some of the keys not working and the cursor glitching, So i visited the store before the date of my payment being due and explained to the rep that i wanted to exchange the ipad and keyboard (keyboard just in case it could have been that and as it is almost 300 dollars) instead of refunding it as i was very satisfied with the products, The rep did the exchange and i left that day. A few days later i went in and the rep corey was there and i told him that i was there to pay for the magic keyboard and apple pencil and first month starter fee for the ipad+service ($55) as well as pay $140 dollars towards my phone bill portion as i split the bill (so what i put towards the bill matters) i told corey this. He made me do my $140 payment towards my phone service on the kiosk, Then he helped me pay for my accessories, Keyboard, Apple pencil and ipads fee, I put $400 even towards that accessory payment. I was very satisfied but a few days after that, i experienced the same complications and i thought it was the keyboard so i visited the windward mall location store and explained to the manager of the store(JAKE) (as he was the one who approached me first) that i wanted to do a refund as that was my second time bringing the product back with complications and as i was in my 14 DAY GUARANTEE RETURN BACK POLICY. The manager (JAKE) Rudely stopped me in the middle of me explaining and told me "Let's go to the side and sort this out as i don't think you and me are on the same page" in a very rude and cocky way, As i was walking behind him, He kept rudely asking "So what's the problem" with a VERY bummed out attitude, Then every time i'd explain it to him, He'd cut me off and tell me "I don't understand" As i was trying to explain to him. He then started giving me a major amount of attitude as he said he was getting impatient because he didn't understand what i was trying to do. As i seen the Rep (Corey) That helped set the purchase up, i asked the manager if we could straighten this out with him as he had a lot of knowledge on my case. They both walked in the back and started talking which made me feel very uncomfortable as i felt the manager was talking bad about me because at this point of the conversation with me and JAKE, He was obviously very very frustrated with me and it made me feel very uncomfortable. When they came out, Corey approached me and asked me what was going on, I explained to him that i wanted to do a refund on the keyboard as it was my second time bringing it back, and that he was there for all the transactions i made as well as assisted me with them, And that he was aware that i made the $140 Payment towards my phone bill as i split my bill, And that the $400 was towards the ipad and accessories, He then confirmed that he remembered and was aware. The manager JAKE approached us both after walking to the side to overview my receipt, and he said that he couldn't do anything but give me 45 dollars back on my credit card and the rest towards phone credit in a very rude tone and way, He was talking to me as if i was slow. he said i had no proof that i made a $400 payment from my credit card in the store, I then repeatedly asked him, "So what is the receipt showing" and he said it shows the $400 was a payment made towards my phone bill service itself and not the accessories. He then kept rudely explaining that that was why i am not getting my refund for the keyboard, Because the $400 charge went to my phone bill payment and because it was already applied to my phone bill itself. I looked at corey and asked him why it was charged that way and he said that he didnt know and that i made the payment for it, But he helped me with the payment, as he assisted me with my payment of $140 that was to go to the phone credit, and $400 that was to go to the ipad and accessories. they both kept telling me that i was wrong and that i can't get a refund back in the same way i paid which was credit card, Jake claimed i could only get it back in phone bill credit, Which is wrong because i did not make my $400 payment towards my phone bill, It was toward the accessor read more

On Dec. 26, I went to my scheduled appointment to investigate costs of phones and plans. While I was there, I asked Jensen, the Verizon rep assisting me, about the "File" icon on my Iphone. Previously, I had noticed financial files on this icon and did not wish to have on my phone. Jensen walked me through deleting those files. I was VERY concerned that deleting files would affect other devices. He ASSURED me that it would only be deleted off my phone. WRONG!!! A few days later, I went to work on my laptop and found 30 years of Word, Excel and 6 years of Quicken were gone. Three separate conversations with Apple techs explained that Jensen was wrong! Please note that Jensen is dangerous! Make sure that you talk with techs that are specific to your device. Do NOT trust Verizon to have correct information! read more

The absolute worst in customer service. All they want you to do is upgrade and buy a new device. I simply went in there to have the info from my dying iPhone 6 which I bought from them to a new iPhone 6 which I received from my insurance with them. The first technician simply put me in a corner and told me to do it myself. After half an hour he left for the day without even assigning me to another technician. The store was very empty I asked one technician to walk me through a few apps and he very rudely told me to go home and look it up on YouTube. Again all they want you to do is get you in there and buy new expensive equipment they provide absolutely no customer service. Been a Verizon client for over 15 years. Looking at other carriers now read more

This place has the worst customer service ever!! I swore I'd never come back here after my last experience, but I just so happened to be at windward mall and need service. NO ONE comes to you when you walk in to get you checked in. Not one person even acknowledges that you're here!! I've been to many Verizon stores. Someone -- ANYONE always says at least "hi, someone will be with you shortly" or "what can we help you with today, let me get you checked in". This store... NOTHING!! I've been standing here waiting for 10 minutes now and still nothing. Let's see how long trading out a defective charger will take me. ZERO STARS!! read more

Been coming here for all my mobile needs for years, and have never been disappointed! Usually, they have quite a few customers waiting to be helped, so you'll be walking around the mall to kill time, before someone can tend to you. Just a heads-up! I would recommend that you ask for Corey. He's always been the go-to guy for me and my family, because he's great! My dad actually doesn't go there if he's not working, because when it comes to our phones, we need someone we can trust! He's always given the best advice, and he knows what he's doing. When I needed a new iPhone, he even held a Rose Gold-colored one for me! I bought a Kate Spade case and a screen protector, he placed it on for me too! Right on!!! He even helped me set up the thumbprint recognition feature! Alongside the great customer service, you can also stock up on your techy needs here! They have car chargers, mobile tablets and headphones! It's sort of the all-in-one place. Even though Verizon is known to be pricey, I have never really had a problem with coverage. If I have a dropped call, it's usually because of the person on the other line's reception. You get what you pay for, so you're paying for quality here! So now that you've got your great coverage, you need a great team to help you with all your questions! And you've got that right here! read more

Can I just say General store manager Manny Freitas sucks. How he became the manager of the store is beyond me. not only did he drop the ball BIG time but he doesn't follow through on what he says. No accountability what's so ever. too bad I can't deduct stars. Thanks for wasting my time and money! read more

I got INCREDIBLE customer service here. I had ordered my droid x online to be shipped before my trip back home, didnt get there in time. i had to get a coworker to ship it to me while in hawaii (toootallly worth it btw!). I was getting it activated in this store, guy working there was super nice and attentive. Did not rush us at all. Even had some cool app suggestions. He even put on my screen protector for me. BRAVO, verizon wireless of winward mall. You are awesome. read more

I had a small issue due to a misunderstanding, i expected to go in and have to argue my point, but they took care of the issue so completley, without question. How refreshing. Im amazed at how well i was taken care 9f. Thank you so much. read more

Absolute morons. Very disorganized. Greeter is useless as he just signs in whoever is nearest him. Quite dismissive employees as well. I have always heard about the terrible Verizon customer service from buddies who are currently with them but experienced it first hand today. Will never switch. read more

If you need a new phone or to get a phone upgraded I highly suggest you see Chris H, he was so very helpful and courteous answered all my dads crazy questions and mines lol he did not rush us at all very helpful awesome man! Thumbs up Chris! read more

Did not have a great encounter with Verizon Windward Mall General Manager working Monday 6pm. Perhaps lessons in customer service?

I had a great experience at this verizon store up until I got home. This is partially my fault too for not checking my items before leaving the mall. I purchased the edge plan, which included phone case, screen protectors, SD card, and wall charger. I assumed everything was in the bag. Well I finally get home and check the bag and the screen protectors are no where to be found. 3 hours after seeing them i assumed it would be pointless to try and tell them about it. Moral of the story: Check to make sure you have EVERYTHING you purchased before leaving the place. read more