Worst customer service ever! Wont be switching my service to this store anytime soon.

My family has been Verizon customers for many years now and can't go wrong with the service because we always have reception when others don't. This particular time we came in to get an iPhone 6s in rose gold. Randall is awesome! Others told us they do not have it but he came through and brought it out front for us. He also got us a great deal on an iPad Air 2. We left very happy customers thanks to Randall! read more

thanks so much to Nicholas and Marisol. both of you did such a great job such a great job! Excellent customer service. thank you for taking the time to listen and give me exactly what I wanted. read more

Very disappointed with the customer service at this store location. First off when I came in no one greeted us and asked if we needed any help within the first 5 minutes. I myself work in the customer service industry and everyone who does know that the first point in contact is the most important. A few of the workers were with clients and some, including the manager on duty, weren't with anyone and just looked up when walking in. My first problem with them was a week ago, I just got the iPhone X from Apple and went into the store to get my daughter an iPhone SE. I was told from a Verizon rep over the phone that all I need to do is go in and tell them what phone I wanted to add on to my current plan and confirm pricing. The rep I worked with was awesome! He was super nice and helpful but when we ran into problems and pricing was not matching up by a big amount he had to go to his manager and ask what they can do and how to fix it. His manager was at the front desk near us had a poor attitude and I could hear what was going on so I thought to just go up and talk to him myself to better explain. When I went up to him and told him what was going on he didn't even make eye contact with me and just kept looking around. When he finally had something to say he replied to the rep and not me. I really felt he didn't care at all about the problem and tried to just brush it off. I ended up settling the problem with the rep who again showed he cared and even apologized. A week later another family member of mine was in the market for a phone. I had a VerizonUp $10 reward that was good for any NEW Smart Phone or Tablet. I went in just yesterday to help purchase the phone for her and give her my reward. When reading the instructions on the reward it said all I had to do was give the rep the bar-code to scan for the phone. When I pulled it up and he scanned it he said there was a problem. It honestly sounded and looked like it went through but he was touching a bunch of other buttons on his computer pad. He said it won't work and when I asked why and how he told me he wasn't sure. I read the full disclaimer and it had to reasoning why the $10 reward wouldn't go through. I told him to talk to the manager and see if he can figure it out. Once again it was the same manager on duty. He had the same unhappy look on his face the whole time when I first walked in till I left. Again he did not come up to me himself but told the rep what to tell me. At the end of everything, they still couldn't give me a reason why the $10 wouldn't go through. I ended up leaving paying full price since my family member needed a phone asap. I called Verizon customer service today and was told it should have been approved. Verizon customer service ended up giving me a bigger credit back and apologized on behalf of the poor attitude of the Kaneohe Verizon store manager and advised me to just go to another next time since they are retail stores and they can act however. I will never go to this location again and ask others to not unless they are okay with poor management attitude. read more

If I could rate zero stars I would. I love Verizon as a carrier but their customer service is so bad. I walked up to the desk not once but twice. The first time I was asked if I was someone else after I replied with a "no" I was quickly ignored and no one asked me if I needed help, nothing. So I stood around the desk understanding that they might be busy again, no one acknowledged me. I went up the second time and stared directly at them and stood in front of them, still nothing. Now I'm sitting at the black benches in the back of the store writing this review. read more

LISTEN TO ME: DO NOT GO TO THIS LOCATION. I highly recommend other Verizon locations like the one on Kapiolani. I always go to the Kapiolani location but didn't go this time around because Windward Mall was in the direction I was heading. Prior to entering the store, I've talked to numerous individuals in person and Verizon's customer service on the phone. I told some POMPOUS ASS my situation and he responds, "shows how much they know" and he goes on yelling in my face, "I'M NOT DOING ANYTHING. IF AND OR BUTS. IT'S NOT HAPPENING." I don't understand why such an idiot like him would want to work in CUSTOMER service, if you can't deal with CUSTOMERS. He is truly a horrible representation of Verizon, so much so, I would have switched carriers right there and then (but I'm on a contract with my family). Afterwards, I immediately drove to the Kapiolani location, and GUESS WHAT, I received the solutions to my problems. The sales reps at Kapiolani are the nicest and most down-to-earth you'll ever meet. read more

Purchased all my IPhones and mobile service connections from here. I've been a loyalist for over 15 yrs. and will continue doing business with them because of the proficiency and consistency in providing for my mobile communication needs at a reasonable cost. read more

Staff was courteous and checked in with us as soon as we walked into the store. We were able to accurately and quickly handle the business we were aiming to do. So I did like and enjoy coming to this Verizon store. read more

Sales person flat out lied to us to close the deal. When we returned to remedy the situation a quite abrasive supervisor stonewalled us and made it quite clear that customers meant nothing to him after the purchase was made. I would recommend you go to a different store, the hostility here is tangible (after the sale of course). read more

Go see Maurice, great guy and A1 service ! Also ask about the "jam sesh" while he assits with ur phone needs. Aloha!

I received excellent service from Nainoa Depontes and the Store Manager today! My Samsung phone needed replacing and the staff assisted me in getting a new phone, ( plus a tablet and speakers) restoring my contacts, and advising me on insurance/ care plans for the products. The entire staff was both knowledgable and helpful; they even showed me new applications to manage multiple inputs from go pro cameras and speakers. A great experience, even on Black Friday! read more

Thank you so much Mike for the awesome experience! My husband was shopping for his first smartphone. Mike was understanding and educated us with my husband's options. He's only had his phone for a couple of hours and getting to know his phone. Thank you so much for your help Mike! read more

Bought a $500 iPad Mini 2 in Sept, and signed a contract for 2G/Mo and the Total Mobile Protection for an additional $9/mo. Last weekend, the iPad went belly up. Blank screen. Took it to Windward Mall Verizon on Monday. No problem! I had the Total Mobile Protection plan and the device was still under warranty; a new one would arrive via FedEx the next day. The joke was on me when the FedEx guy pulled up and handed me an empty box that contained lengthy convoluted instructions for returning device. Many hoops to jump through, none of which I could do, because I couldn't even turn it on. A couple hours on the phone with Tech support: yep, it was dead; couldn't be restored. Would have to return in provided box. Turn around would be "6-8 weeks." Yeah, right. Back to Verizon on Weds; cancelled the Total Mobile Protection insurance. Told the "General Manager" I wanted to suspend the contract while the device was in the service wind. He told me it would cost $15 to suspend the contract in the store, but I could do it myself online for free. I had already tried that, but I would have had to lie about the reason for the contract suspension, because there was no option for device being sent for service. I explained this to the "General Manager" and his response was that he couldn't tell me which option (lie) to use. Aha! This is why the $15 in store charge: you really cannot do it online. Decided to drive down to the Apple store at Kahala. Long story short: They're supposed to call me in 3-5 business days to come pick up my iPad replacement. Sure, it'll be a refurb, which really chaps my hide because I took such good care of my iPad, and used it SO little. Bottom line: The Verizon folks at Windward Mall are poorly trained and severely lack customer service skills. Hard to say whether they choose to look you in the eye and lie, or they're just ignorant of the products they sell. Either way, not to be trusted. Used to be if it sounded too good to be true, it probably wasn't true. Now, it's if it sounds reasonable, it's probably too good to be true. Apple's promise of 3-5 business days turned out to be only 2 days! Picked up replacement iPad--no humbug! Thanks Apple @ Kahala Mall. read more

Worst experience at a Verizon store. I checked in to replace my Samsung Note 7. Was told that it would be 1 hour. Almost 2 hours later they tell me they don't have my phone. What was the point of checking in and waiting if they didn't have a phone? Very poor service today. I understand the wait and I understand that they can run out of phones. The problem I had is that they were processing about 4 customers/hour. When I checked in, they verified what phone I had. With only 10 people in the queue you would think they could have compared their inventory with the requirements. If you might not have enough phones common curtesy would be to let the customers know so they don't have to wait around for two hours before you tell them tough luck. BTW, Went to Kahala Verizon and was helped immediately and a phone was set aside for me. They were working with more customers with fewer employees and a small kiosk compared to the big store at Windward Mall. Maybe they should send their managers to Kahala to learn how to work with customers. read more

Excellent, professional customer service from Christallyne "Chris" Pagulayan. My wife and I were back home for Christmas/New Year's and I needed to upgrade my phone. Typically, I try to do any business I have with Verizon online, because I've had bad experiences with their customer service in the past. However, I had to go to a physical retailer because working online and over the phone couldn't help. So we were at the Windward Mall and stopped in and Chris was so patient as I explained the issue. She was very understanding and to the point of helping me out. It was simple and a quick fix to the problem. She helped the company retain my loyalty and put a lot of ease to my consternation. Thanks Chris for representing yourself, your store and Hawaii well. Other Verizon employees (especially a good number of them on the mainland) could learn a lot about customer service from you. read more

This store deserves no stars but one is the lowest. Worst customer service ever. Going to listen to other comments and go to a different store. DONT WASTE YOUR TIME read more

Don't get me wrong... verizon is great. But this store location is for the pits! Be prepared to wait at least an hour to get any question answered. They have this person checking people in when they walk in, which is pretty pointless since people could just pick a number instead. Athough workers are very nice, they are not that technically knowledgeable about the products they sell. Three times in the past year, they couldn't troubleshoot my issues with the Droid. They keep telling me to call the 800 #. I'm sorry but after waiting for 1-2 hours for service, they should call and resolve my issues. My biggest issue is the wait time with this store location - horrible. :( read more

If I could I would give this version an Zero. I live in the Kaneohe area so it's most convenient for me to come here since it's the nearest one to me. Anyways every time I come here, I ALWAYS get horrible customer service. So, I shouldn't have to explain my whole story to an employee but I had too. My aunty has dementia and I take care of all of her bills and I have power of attorney. So I take care of everything of hers, I had absolutely no problem at any other version on this island. But this Mexican worker (NOT even a manger) says you can't pay her bill because a power of attorney means nothing. I told him I went to other versions and the manger was totally fine with me paying. I have her account number and everything. But I prefer to pay cash. He was auguring with me saying that's not my problem you have to bring your aunty. He was asking so much personal questions, that he shouldn't have been asking. Why does your aunty have a phone. Where does your aunty live? Why is she sick? Just too much personal questions, that's uncalled for. He wouldn't even let me talk to a manger because he said we don't do things like power of attorney. I was excuse me every business like version has to take the power of attorney. I rather take the extra 15 minutes and drive to the Kailua one any day then make a 5 minute drive to this one. I switched from at&t to version becuase I heard better service, I'm thinking about going back because the service and the workers are willing to help the customers is 100% better. read more

It was my first time walking into the Verizon Wireless store at Windward Mall. I knew what I wanted so I figured it would be a painless transaction. I was greeted nicely and told the sales person that I wanted the mobile wireless (MIFI) At first he told me for 2 gb it would only be $29.99 to add that service to my existing plan. After standing for 15 mins at the counter while he tried to ring me up he finally admitted to me that he was wrong and that the only plan I could do was the 5 gb plan at $49.99 plan. To cushion the blow, he did say that at least the equipment would be free because of their $50 rebate promotion. So I just said what the heck, sign me up. He was then having trouble uploading something to the equipment so after waiting another 10 mins he mentioned to me he could mail me my jetpack. I agreed. I just recieved my jetpack in the mail however after reviewing me receipt he charged me $69.99 for the jetpack when he said it would be $50.00. I know its only a $19.99 difference however I'm just highly irritated that he couldn't get his facts straight. I would recommend checking out other Verizons locations since the service here is a scam. Bait and switch. Like a used car sales man. read more

Verizon is the worst! Not service wise but I broke my phone on the 25th, it got water damage from a lifeproof case. idk what I was thinking but I went in at night, the first chance I had in hope of getting it fixed or a new one because I didn't know if I would find a old working one to use until my replacement could come in the mail. The replacement they said could take almost a week because they wouldn't ship on a Saturday or a Sunday. While trying to make the decision of what to do because I needed a phone incase my husband was going to call me to let me know when he would be home, because he was out of the country. Which he did end up calling. My 8 month old was screaming his head off. I just needed a phone and wanted to the the quickest thing possible. Plus the guy said I could return it the very next day if I found out I had a phone at home I could use and I would immediately get my money back. After I went home that night I found a old iPhone that I had. The next morning not even 24 hours later I returned the phone And case I had purchased for a total of $952.87. I know I'm a idiot, anyway they were suppose to put the money immediately back onto my card. However the person doing it was a fuck up and voided it and tried to do it again but it didn't let him. Then he told me that they had to send the incident to treasury and they would put the money back on my card in 3 days. I called on the 30th and they said it had been approved and I should get the money that night or in the morning. I waited and waited and no money. It has now been 11 days of me waiting on my money. It's not like it's $20, no it's almost $1000! For the past 3 days I had been calling customer service, the treasury department, then the Verizon store I bought it from. From there I had been either hung up on or the call dropped, transferred to a million different people, and now they are all pointing the finger to the store I purchased it from so for the past two days I have been calling this dude who hasn't done shit for me. Everyday he says he will call me back with the results but he doesn't and I have to call him! Nobody knows how to do their job. #VerizonWireless get your shit together! You have your device so give me my damn money! I just got a call back and the manager said it could take another 5 business days. read more

I switched over to Verizon a month ago and got a $100 prepaid phone. After a month, my friends and colleagues started to complain that they cannot hear me. Today I went to Verizon ans got the worst service ever from Cory. First, he said that he can hear me and that it might be other people using other carriers so that they might not hear me (Can you believe this?) next he said I have three options. 1. I buy another phone out of pocket. 2. Send in my phone for inspection but have to wait five days. 3. Buy another phone under contract bc those phones are better than the prepaid phones. I said as the New Verizon customer, I want to see how Verizon handle the situation about a 1-month-old phone that is defective rather than asking me to buy a new phone . Cory responded, "are you telling me I am lying to you?" My husband had to drag me out of the store. I think Verizon needs to train their employees to solve problems rather than making all kinds of excuses with an attitude. read more

DON'T TRUST this store! Be warned! BEWARE VERIZON! Verizon corporate will not help you reverse any damage done to you by personnel at this store either. They'll just give you the runaround and wear you out until you give up. Once they get you by the balls, they'll hapilly keep it! This is from a long time Verizon customer contemplating paying early termination fees and whatever contract requires simply to get out of their greedy and deceitful grasp. Verizon can keep the few bucks they undeservingly want, and get the hundreds (maybe thousand) that I owe and gladly pay for four phones and to terminate four lines and SHOVE IT! It's the principal of not lettting a BIG BULLY take a few bucks from you undeservingly. I simply refuse to endorse BAD BUSINESS HABITS and will pay what I owe to get out. Money doesn't mean as much to me as Verizon. They'll sneak away a few bucks, refuse to give it back when caught, eventhough I've happily paid a few hundred every month for years in service. Can't believe Verizon will let a great customer walk away. BEWARE VERIZON! VERIZON = GREED! They'll nickle and dime you to death. It's too much power. I know you all know how I feel. I encourage you to share your stories how Verizon sneaks away a few bucks from you hoping you won't bother or detect. read more

Literally wasted over an hour at Verizon wireless trying to get the rose gold 6splus only to be told Hawaii doesn't have it and I'd have to pay over $500 for it even though I've been paying for the edge up plan since last year! WTF read more

Feel completely duped by the sales lady... Relooked into my next months bill and realized the sales lady left out a lot of information regarding our new plan and iPad we purchased. Bill is going to be much higher than expected and we have an iPad c 2 year contract. What? I told her we don't take it out of the house and therefore don't need data coverage. Called Verizon main 611 number and the female I spoke to told me she doesn't know why the lay would tell me I would save $18 a month from switching plans. Bottom line - don't be as trusting as we were. Read everything before signing. See the amounts you are going to pay. Ask what your subsequent bills will be. So disappointed. Funny thing is I received a text message the next day from the store checking in with me. I answered and asked if I could discuss my next months bill and why it would be so high. NO response. That was 2 weeks ago. I responded again and asked if a manager could call me to discuss. No response. read more

Normally this is a wonderful location that I have been going to for years and year. Until I was give the wrong information by JT, not once but twice. While purchasing the iphone 4, he said that the $70.00 apple care would cover damage to the phone and it could be replaced. WRONG. I could go on and on about the terrible customer service he provided, but there isn't enough space. This is an excellent verizon store, just don't let JT assist. It seems that he just wants to rush you through the process - which leads to mistakes and misleading statements. read more

Can I give zero stars? I bought a brand new phone from this store and immediately started having problems with it. I was coming in to the store every few days because my phone wasn't working. Everyone in this store had the attitude of trying to find a way to blame me for my brand new phone not working - instead of helping me. They outright refused to let me return the phone or or get a replacement phone (when I should have been allowed to, under their policy) so now I'm stuck with a defective phone that cost me $700. Go to the ala moana Verizon - they have much better customer service there. read more

Terrible customer service at this location. The sales guy I got was named Randall I think. He was dismissive and rude, rolling his eyes and acting visibly agitated with every question I asked. Making snarky comments, I'm amazed they have people with like that dealing with the public. The new way they bill is confusing, people are going to ask questions. Go to the store in Kailua, the girl there is friendly, happy to help, and it's less busy. Never going back to Windward Mall location. read more

I recently purchased 4 new phones (over $2400 worth) from Verizon Online. One of the phones (Galaxy S7) was available to be picked up at the Windward Mall store. The other 3 were to be shipped FedEx. I received an email from Verizon saying my pick-up order was ready. When I went to the store, Cory greeted me and asked my name and reason for visit. When I told him I was picking up an internet order, he shrugged me off to another rep who was busy with a customer. When that rep was available, he asked my name and reason for visit. He asked for my ID and said he'll go in the back to get my phone. I waited. He came out from the back and passed right by me without saying a thing. He spoke to another group of customers then came to me and asked for my ID again. He said he needs to pull the phone from the back room, then passed me to another rep who asked for my name and ID. The now 3rd rep said he needs to pull my phone from back room. The two of them come out empty handed and ask me what kind of phone I was picking up? ( Like really, you got my name on your tablet but don't know what kind of phone?) I say S7. The two of them go back for yet another few minutes. They come out again and ask my order #........... ? We're 20 minutes into this visit now. Frustrated, I look up my order number on my email. The manager tells me the confusion is there is another person who is supposed to be picking up a phone exactly like mine at this exact same time. (So?) He tells me they have to find my phone in the back room. The 2 of them are back there for a few more minutes. Corey comes to the counter, I ask him, "What's the hold up? Why is there 2 guys back there looking for my phone for such a long period of time?" He says he will go check. He comes back out and passes right by me, then approaches a female rep and whispers to her. She looks right at me. Obvious he made a comment about me. He slowly makes his way back to me and I ask him "what's the verdict?". His answer is " I don't know. They are trying to find your phone". I asked him about their will-call procedures. He said it gets really complicated when it is an online order and I could have made it much simpler if I walked in to the store to make the order. (With this statement I realized this is a stunt they pull with online orders because the store reps make no commission from the sale.) I then told Corey that I received an email stating the phone was here, where did it go? Corey said, "most of those emails are not accurate also your phone might be lost". At this point I am about to raise hell and one of the reps FINALLY walks out the back with my phone in the bag. He hands it to me with no offer of apology for my inconvenience or gratitude for my 16 years with Verizon. ( I now have 8 lines with an annual bill of $6,000). Corey sees the bag and says, "oh look there it is". I grab the bag and say, "hence forth I will wait for all my phones to be shipped via FedEx". They both said "Ok". In conclusion, Avoid this store, period. If you need to buy from a local store, go to another, as the Windward Mall staff is trained to satisfy commission-paying customers only. For online order pickups, they have a poorly scripted stunt developed to discourage you from ordering online. As you can see, this is my first Yelp review. Yes, your stunt was so horribly executed that I opened a Yelp account to make other loyal Verizon Customers aware of your antics so they can avoid the disrespect delivered by Corey and the staff. read more

Shawn is just there to get a paycheck. Every time I go in there, he acts like he's busy so he doesn't have to help me, but he ends up helping me because he is the only one not doing anything. I absolutely DREAD going into that Verizon store and seeing him in there!!!! read more