My wife and I visited in April (2026). I was VERY hesitant about going due to the terrible reviews but I was in desperate need of a new phone and was leaving the next day on a trip. Plus, I need to return a router I had gotten from Verizon that didn't work. We were greeted immediately by Kevin B., who was quite friendly. He focused on the return, and was joined by Zack Harrison, the new manager. Kevin was also new, and in fact the store had turned the staff over due to poor service. Zack was great as well. My wife also ended up getting getting a new phone, and they changed my plan so that I got a trade in and her new phone was free. There's a lot more I could say (Brady was also helpful in transferring our data to our new phones) but the new team is great and I feel the previous issues that many people spoke about have been addressed by Zack. read more

I live on the west coast and found myself in need to replace my phone. I purchased a new iphone from Best Buy. Best Buy customer service was limited in helping us transfer information from the old phone to the new phone. Plus he told me to go to a Verizon store to return the old phone for credit. We walked into Verizon and Zach was greeting customers. One of the other sales associates said it was $29 to help me, I almost walked out & returned the phone to Best Buy. BUT, Zach patiently helped me get my new phone set up, correct the address on file and more. He was extremely patient and said he wouldn't charge me! He told me it would be different had the store been busy. Zach was very professional, he could sense I was frustrated with new my phone and needed help. I can tell you this, had he not helped me, I would have switched carriers and returned the phone to Best Buy. Thank you Zach! read more

I was there to activate my phone and as soon as the team found out that I'm not giving them a sale, they told me to call customer service, which I had already called multiple times and was directed to visit the store. The store employee said she has a technical issue and cannot access my account, whereas they had no issues accessing other people's accounts who were there to purchase something. I was helpless and insisted to call customer service and the store manager was not happy about it and didn't want to help. I was there for over an hour trying to get a simple issue resolved. I've NEVER had such a bad experience with Verizon, especially with a store manager. Does Verizon only care about sales now? What happened to customer service? read more

The manager thomas is one of the most unprofessional people i have ever met. Instead of trying to help the customer to understand their issues in my case charges on my account just explaining them he just throws papers in my face and says me and my family can Leave now I don't need anything else. Since when does the company decide when the customer doesn't need anything else? Cheryl is amazing Thomas should not be in the customer service industry read more

Worst customer service experience I have ever had and I am a Verizon customer for nearly 14 years. Robert, the manager on duty on 9 November 2024, was the least competent and rudest employee I have encountered. Not only did he brush me off, cut me off repeatedly, but then proceeded to kick me out of the store without beginning to understand my issue. Employees like Robert should never hold positions of management. Encounters like this make loyal customers question their business with Verizon. This store already has a bad reputation for customer service, but having managers like Robert only exacerbate a bad situation. Robert should be fired. I hope that the Verizon store management are reading these reviews because Robert is only causing loyal customers like myself to move to other wireless carriers. read more

Avoid this location at all cost. I was the only customer in the store and all 3 employees ignored me when I was simply there to pick up an online order. 2 of them did not even look up from their phones & 1 (the manager) gave me the wrong information on a basic question that cost me hours on the phone with customer service later. I wish it was possible to leave less than one star. Verizon should be ashamed to have these employees represent their brand. Absolutely pathetic. read more

Absolute terrible customer service. I changed my plan and received a new payment. Went back to confirm and they changed the amount by an added $20 per month. Pick another service. read more

This location is incredibly unhelpful. They did not have phones in stock and we're not able to issue a wireless account. The only thing they did was give me a piece of paper with a phone number on it - the people on the phone could not create an account either and the store did nothing to help! read more

Tried to move from AT&T and the employees at the store were dismissive and not helpful at all. Even the manager was dismissive and all I wanted is to bring my 5 lines to Verizon while trying to keep my phones. I ended up leaving and going to the competitor as their customer service was so bad. read more

Been to this store twice and have had the worst experiences. Each time, they showed no interest in helping me. They pointed me back to calling customer service in both cases. I did confirm today with customer service that they could have assisted me at the store. Not sure what they are going for here but if you have an issue, best to find another store. I did go back and work with very helpful Verizon employees on the customer service line and got my issue resolved. Also, the store manager was condescending, dismissive and his explanations sounded like something out of a Key and Peele skit. read more

This is our second time coming into the store and Thomas has helped us both times, he is amazing! He was efficient and super helpful! We will continue to come to this location for sure! read more

I walked in about to buy the last in stock new 14 pro. Guy behind the counter said he couldn't sell it to me because it was "locked" until the manager arrived. So he told me to come back later. I came back later and the phone was gone and the manager had no idea what I was talking about. Long story short they wasted two hours of my day after trying to scam me into buying a plan I didn't want. Do not go here, save your time and headache. I am switching to AT&T after these visits and how I was treated. read more

Leaving 1-star as there is no option to rate less than one! Sales Representative was not knowledgeable. There was a representative who was super rude as well at Leesburg Village Center location. I have been a Verizon business customer and tried this location a couple of times and NEVER had a good experience. There is minimum help when you call Verizon call center. At least Verizon can up their game in the store. Very disappointed =( I really hope this changes for betterment. read more

These guys fixed my tablet and hooked me up with all new gear. Cheryl Assaad is the best person i have worked with in the industry. Thanks guys! read more

We are here to get the newest iPhone xs max. Make sure you are looking for Joey! He's beyond helpful and very patient. He did everything he could to help us out. read more

I had an interesting experience with Verizon starting with their online, things went sideways (no one's fault), trying to use chat(forget about it), finally talking on the phone to customer service, then finally being sent by customer service to the store. The customer service person caused more problems (without my knowing) for the store person to fix. Thankfully Zabi was extremely patient and persistent and able to get everything resolved. While I waited I heard a few interactions and I could see where that Verizon rep would be considered rude. Another customer had the same issue where customer service online or on the phone sent them to the store to fix something they easily could have done. So future reference when dealing with customer service online or on the phone make them do their jobs. Side note, while waiting for your new phone to download all your stuff don't be on a speakerphone call while others are trying to be helped. read more

The worst, you can never get anyone on the phone, and the automated option almost never cover what you are are calling about, so it hangs up on you. I tried calling 3 different #s, for customer service and they end up exactly the same. I HATE Verizons poor service and even worse customer service. read more

Spent an hour on chat support trying to fix my phone and was told to go to this store and get a same day replacement since my iPhone 8 was still under warranty. Robert Burton was the staff and he was incredibly rude and laughed with other staff that i expected to get a new phone. I'm not to surprised since it seems only new customers receive fair customer service from Verizon but it's horrible to have to deal with people clearly unhappy in their life. read more

Worst phone experience ever. Went in to upgrade my iPhone to version 6. Christian - who is supposed to be a "solutions specialist" according to his business card - did nothing but try to upsell me on an insurance plan, glass protector, travel case, power charger and anything else he could think of. The over 1,000 reward points I've earned from Verizon are totally worthless to defray any purchases here. When I asked them to migrate from my I5 to the I6 he told me "the store has major issues with wifi so we can't do that... but I'll show you how to do it seamlessly at home." Yeah right. This place is why they said, ' Let the buyer beware". PS. The travel case he wanted me to buy for $45 can be bought on Amazon for about $12... just sayin. read more

Sorry to say that Verizon Wireless does not value long term customers. I have been with Verizon Wireless for over ten years. Although I have been elgible for an upgrade for months, I have been waiting for the new 4s to come out before upgrading my phone. I went to the store the day they were available only to be told that my grandfathered unlimted data plan is no longer being grandfathered and I would have to select a data plan. OK, so I don't use that much data; however, I DO NOT want to monitor my usage. I pay an extra $30 for hot spot and use that when I travel or I am in the car. The battery life on my phone which is ZERO (always have to be plugged in) is likely a contributor for why my usage is so low. I ordered a new battery from Verizon a few months ago and when I opened the package - low and behold it had the red mark on it. I was sure that they wouldn't believe me and it wasn't worth a fight so I now have three worthless batteries. I have two phones left on contract. One is up in July and the other one is up next year. Come July I have a big decision to make. Do I switch carriers after ten years? I am speechless that Verizon doesn't care about retaining their loyal customers. After all it costs a lot more money to attract a new customer than it does to retain them. So sad, too bad. read more

This review is not a reflection of the store, but the company itself. We went in because of the BOGO for Father's Day. We saw the ad by looking at our phone thinking what a great deal. Unfortunately, there is a small disclaimer "I" that you need to tap to read, which states you must obtain a new phone line to get the deal. I'm, over 50 and could barely see it even when the store clerk pointed it out to me. I also didn't like the fact that when I called the store to see if they had the phone we wanted, all they told me is that if you buy a newer phone you get $750 towards the purchase of a second phone!!! Where was the disclaimer then??!! I found/find this offer to be misleading. I thought this offer was the same as the one they offered during Christmas. Beware Verizon, you aren't the only sheriff in town! read more

The most incompetent customer service I have ever received at a wireless service center. Been trying to order a phone for 2 months now, first order they forgot to order husbands phone. Second order they shipped it to wrong address...and now this is my fault?? And they want me to start a claim with fedex and take care of this problem, which is their problem. Just switched from AT&T and I am sorry I did!!! read more

I know we are several months into Covid - but Verizon and Antquan, the manager at this store - are being ridiculous. I've had such horrible customer service from Verizon over the past several months, but Antquan was so rude. We've been trying to buy a phone for my teenage son for school for the past 6 weeks, as he lost his, and we had to deactivate it. I knew we would need help re-activating it after purchasing a new phone and thus needed personal help. It's been hard to reach anyone at a store, even by phone. Because school is fast approaching, we decided just to go to this Verizon store in person. There's a sign outside saying we had to wait outside until someone came to us. Antquan came out and in a stern and imperious tone lectured us that Verizon is practicing social distancing and that they can't touch anything. That we'd have to make an appointment. I told him we came because we have tried calling....he said they don't answer the phone. I told him that we needed to buy a phone. All he did was repeat Verizon's COVID policy of social distancing and not touching anything. How can they even do their jobs if they can't touch anything? Why should they even be employed at this point? Instead of offering solutions and being helpful, Antquan - THE MANAGER - was rude and dismissive basically copping out and blaming it on COVID policy. He didn't make any suggestions about how or where to buy a phone and get it activated. He was a complete jerk. So, we went to Best Buy - what a difference! You can go into the store. You can look at phones. The customer service people actually help you. We ended up buying a phone and Alexis with Best Buy got it operational for us....and we are extremely thankful that he did because there were several issues. So, why can Best Buy be able to sell phones and provide customer service and Verizon can not? My advice to Verizon would be to close ALL your stores and just let Best Buy sell the phones. Cut real estate costs and personnel. I haven't had a Verizon customer service person help me with anything in a LONG time. Now we are looking at switching our service from Verizon. read more

Horrible service and no training. Staff was not helpful at all, and add a company should have a unified service

Stopped by today to upgrade my phone. Joey was our helper: he was super polite, knowledgeable, and helpful. Definitely ask for Joey, as he made my purchase as quick and easy as possible. He also didn't work in the annoying up-sell, as some salespeople often do. Thanks for your help, Joey! read more

Giving this place one star is too much but I had to pick something. I went there today because my three-year-old iPhone 6 would not recharge. The salesman (can't remember his name) said the battery was almost dead and not replaceable. OK, I agreed with him because I had been noticing the phone was not holding a charge for very long, so I decided to upgrade. After comparing the different models I decided on an iPhone 6s. This is where the salesman's incompetence came through. He told me the phone had "10 hours of battery life." I asked if that included using GPS, as that is known to drain the battery. He said yes. I said, "So you're telling me if I use the GPS while walking around in a strange city (which I do when I travel) the charge will last 10 hours." He said, "Uh, well, probably not." That's when I knew he had no idea what he was talking about. Despite that, because I read the specs myself, I decided to buy the phone. That's when he told me, "We don't have it in stock, but we can order it." At that point I lost it. This idiot wasted 45 minutes of my time on a phone he knew was not in stock! That was a ploy to get me to spend more money on a higher end phone because they know most people don't want to wait or be without a phone. I told him he just lost a sale and I would go elsewhere. I also spoke to the manager who had the audacity to ask me, "Well, did you ask him if the phone was in stock?" WTF! Now she was turning the blame on me and I wasn't having it. I left, went to the Apple Store in Reston, bought an iPhone 6, and received great customer service. Stay away from Verizon in Leesburg! read more

Worst customer service ever. Between the online support yesterday, and this awful store and unhelpful employees today, I have decided to cancel my service with verizon. read more

Horrible experience today returning a phone that was shipped to me defective as part of an upgrade. After 90 mins talking to Verizon on the phone asking what I should do with the broken phone , I was told to physically take the defective phone to the store closest to me. Told me I didn't need an appointment and the report with details had been added to the main hub system. The manager at the door was so rude and dismissive, I was adhering to all Covid protocols, wearing a mask, sticking to 6 feet marker, just doing what I had been instructed to BY VERIZON. He was unfriendly, condescending , talked about his strict Covid protocols. When he asked the phone model I had ordered online, told me they didn't even sell that model anymore. Whole experience left me feeling like I was a nuisance and not a loyal customer of 20 years with a total of 5 wireless lines we have as a family. Will be taking our business elsewhere! Have had many great experiences at this store buying phones and always with impeccable service, this guy totally ruined any chances of me returning unfortunately . read more

Typically a very long wait to speak to a representative, phone number listed is not accurate as it is difficult to actually speak to someone at that particular store. read more

Be careful when buying accessories in here, very overpriced chargers, slick sales staff. I recommend going elsewhere.

So, having reached an agreed upon amount I was under the impression that my nightmare of a relationship with Verizon was coming to a close. Boy, was I delusional! After going through the Better Business Bureau and coming to terms with Verizon my account was closed and marked "Resolved". I waited for them to send me the new statement with the agreed upon amount. I did not get it. What I got instead was a bill for more than double the amount agreed upon! I immediately sent a copy of this to the BBB. The very next day I was called by Verizon demanding payment in full. I refused and hung up. I then called the BBB and told them what was going on and they reopened my case and said they would send a letter to Verizon. Now I am waiting to see what happens. Stay tuned..... read more

0 star. The store is probably the best example of greedy, careless, predatory commission based salesmanship I have ever seen. I was told I had absolutely no ability to upgrade the phone on my account whatsoever. Upon calling Verizon wireless customer service line directly..the first thing I was told was that I had an upgrade and should take advantage of it. The customer service line I called told me that the store was likely not being honest in order to make a bigger sale. I found out you can call and order phones to be shipped to your house through the actual Verizon wireless customer service line(I saved $600 using the upgrade) I went back to the store afterward and spoke to the manager..some authoritative bald guy with a superiority complex...the manager rudely assured me that if the customer service line made an exception that I was lucky. I called The Verizon customer service line back to make sure I wasn't crazy. They told me that one of the first tactics they should've used to sell me a phone was to use the upgrade that had been on my account for over a year...and that they couldn't see/use it was rubbish. The manager was so incredibly rude that he got me to swearing and making an embarrassing display in public. I have never been this upset with a customer service situation as to get to that point before in my life....ever. DO NOT SHOP HERE IF YOU VALUE YOUR MONEY. CALL VERIZON DIRECTLY. read more

I had to go to the store to activate my new phone the day the iPhone 6 dropped... While my employee Herman (maybe) was SO nice & helpful - I could not believe the way the general manager was talking & barking at all the employees. I understand it was a busy day but as a general manager myself I could never talk down to the employees who were doing a good job. The GM was even trying to hurry my helper up with my 'easy task' while I was looking at cases and covers to purchase because he had a call... It was truly unbelievable. read more

1000% useless and incompetent. They could not activate a brand new iPhone. They told us it was stolen because they had no clue how to activate an unlocked Verizon phone brought in by us. But yet! They said call the 800 number and they will help you. ?? In fact, the salesperson had to call the 800 number himself in order to find out what to do. Like a bad movie. Gave up after 2 hours. read more

I have had nothing but problems with Verizon. Their customer service is a joke and dealing with anyone feels like sleezy business. My IPhone, only a year old broke. I brought it in and was told it was not Verizon's problem call the insurance company. The insurance company says it is a Verizon issue. In the meantime, I have no phone, but am still paying a bill for no service. This is highway robbery! If it were a car company, there would be class action suits being filed! I doubt Verizon Corporate offices ever read these reviews because if they did, they would set heads rolling for treating customers so horribly, especially those who have been with them for 10 years and longer!!! read more

I highly suggest going with someone who knows about your account such as a mother/father, or sister/brother. I went alone to see if I could get my upgrade myself & two employees tried to up sell me my update and gave me the wrong amount that I had to pay to start my early update. One of them said "you can't get the update without getting out your contract" and another one said "you can't do the update because your current phone is cracked". Thankfully I had my mother speaking with a Verizon representative on the phone during this issue. Turns out I did not have to cancel my contract and my current phone damage had nothing to do with wanting to upgrade my phone. Your best bet to get the right answers is to give a call to a Verizon representative and not walk into this store without any backup. The price they gave me was $350 but turns out i only had to pay $150. Clearly one of the employees was shocked and apologized, but I suggest Verizon hires employees who know what they're doing and have experience with this type of field. read more

If I could give these guys negative stars I WOULD!!! We had Verizon Fios and after 1 year our promotional incentive was up and we changed our plan but Verizon just opened us up another account and split the bundle on our old account which gave us just our phone bill on 1 account. Now we have 3 accounts and we can only access the phone bill to actually pay which is now $40.53 because it's no longer a bundle. I continued to pay what the new adjusted plan was suppose to be onto the phone bill account and after dealing with about 5 people - managers included - we thought we had it worked out! 2 accounts were closed and left the 1 account with just the phone bill on it...NEEDLESS TO SAY WE CLOSED OUR ACCOUNT COMPLETELY. NOW we found out they can't move the money from the phone account (the one with 4 mths of payments) over to the regular account that we can't access to pay the balance without moving ALL of the money which left the account short for the last months bill on the account (just the phone bill) I can access to pay, so they did and then they didn't refund the balance and ADDED another $230.00 onto the regular account. We have fought with these people for 4 months and finally just paid the $230 so they don't ruin our credit because of their lack of customer service or stupidity. UNTIL MY DYING BREATH WE WILL NEVER HAVE VERIZON AGAIN...WE WILL DO WITHOUT! BEWARE!!! read more

Had a great experience today with Ken at the Leesburg VA store! I was dreading going in and getting a new phone when I broke my old iPhone. Ken found that I was eligible for an early upgrade and made the process easy to understand and quick. He was friendly and very knowledgeable. I usually feel taken advantage of when getting new phone but Ken was genuine and not gimmicky at all. I'm very happy with his service and my new phone. read more

Recently bought four new Iphones. James was so great and showed a lot of patience with us. If you go into the store, search out James, he was great. read more

John Marsden at the Verizon store in Village Market, Leesburg, was so helpful. I am pretty clueless on transferring data from my cracked screen I-6. He took full control while I sat and waited no more than 20 minutes total to move to my new Iphone 6... I was so impressed by his thoughtfulness at such a young 20 year old.....Ask for John. He really was the best in today's world when no-one cares about customer service it seems. read more