The worst customer service. Our appointment time was not honored. The person helping us was terrible. She gave us no information about our options purchasing a new phone and she disappeared for 20 minutes while waiting on us. We will never go to that location again. Shame on Verizon. read more

I'd like to tell everyone about my experience with Verizon in general and interaction with the store Sr. Manager, Nate Williams at the Lutherville location on 1964 York Rd. My initial order with Verizon was canceled 3 times without any reason. I was waiting for 2 weeks, spent many hours on the phone with horrible customer service. Nate Williams was the only one who responded to my concerns and the problem with my order was successfully solved. I appreciate Nate Williams for the exceptional customer service and humanity. He deserves 5 Stars rating. Thank you, Nate. AlexN read more

Run as fast as you can from this store. You will get hustled. If you go here for new cellular service, get what your monthly bill will be in WRITING. Have everything broken down on a sheet of paper. The salesperson was very misleading. Also, the cellular coverage is horrible compared to my previous provider. So, now that I fell for the hustle, I'm paying more for sub-standard services. I will be switching from Verizon as soon as possible. read more

I took my phone here to get fixed. The guy, Jeff, was rude and wouldn't even help me. Told me that I had to down load every mail app or it doesn't work and when I asked about a new phone he refuse to sell me one. All he did was give me tech support and told me to leave. Just don't bother going here read more

I was enormously helped by Mark W., a very young and wonderful man who answered ALL my questions with patience and great kindness. Mark's advice was always spot on, he never tried to upsell me, and I plan to return in the Fall to purchase and get training on the Iphone 17 because of him. He installed on my phone a new card that cured my inability to get cards. GREAT SERVICE! read more

My husband and I bought 2 new iPhones from Verizon and had to pick them up at a retail location, 1964 York Road, Timonium. We took them home and could not activate them so we went back to the store frustrated, but then couldn't have had a more positive experience. We were helped by Nate, so patient and knowledgeable. He was able to deal with our issues while multi-tasking, and making sure other customers got checked in and serviced. Very professional! Thanks. read more

I had the best customer service at the Timonium Verizon store location. My aunt was having issues with her phone so I took it there to gain assistance. The both managers were extremely helpful and professional. They let me know my options and I didn't feel pressured to make a decision. It was really refreshing to have pleasant people to assist with an issue. The store was well kept and organized! Highly recommended this location. read more

Verizon will gouge you for every penny. There are tons off fees and they raise prices without telling you. They also have terrible customer service. read more

We were just in Verizon and a gentleman named Mark Webb was so nasty, rude and condescending when I was just trying to ask for help. He rolled his eyes and asked why I would even text so many people. When we asked why he was being so mean, he said "it's not my problem, I don't make apple phones." his manager Bill walked over and was completely unhelpful and almost kicked us out because we were complaining about how we were being treated. It was so horrific and unfathomable that someone who treat a customer in this way. I would NEVER recommended going here. Very disgruntled horrible mean people work there. If you want no help and to waste your time and be treated like a dog, go here! read more

I wish I could give this a 0/5 stars. The absolute worst costumer service I've had at any store. Went in to upgrade phone and was talked down to/ belittled the entire time. Extremely rude, lied about our bill payments when we could see our payments in the app & was told to stay updated on apple products because it wasn't his job to explain to us the new iPhone features. Save your time and go to the Verizon in Towson instead. read more

My phone wouldn't recognize my SIM card after a fall onto concrete. I was freaking out and Kenard was not only so incredibly helpful, but very kind and easy to work with. I'm so appreciative of my experience. read more

Please note: This review concerns not particular "office" or location, but Verizon in general. My elderly parents have not had telephone service or cable for 6 and a half days. They promised to call them on their emergency cell phone -- they never did. They promised to come and fix the problem on a specific day -- they never did. They promised they would have service by Friday -- they never fixed the problem and they still have no service. We have spent hours on the phone -- nothing. Finally, I asked to speak to a supervisor and he assured me it would be fixed "sometime" today, even though it is Sunday. It is 5:30pm and, yet again, nothing. They will string you along, lie to you, make promises they do not keep and you will pay, a lot, for horrible customer service, inept service people, and a huge dose of AGEISM. DO NOT SIGN UP WITH VERIZON. ANYONE ELSE BUT VERIZON. read more

Excellent customer service Their knowledge of their products is outstanding! They are courteous and very helpful! This store should be number 1 in the state! read more

If you have the patience to wait for an hour to be serviced then okay, I don't have any problems waiting, it's just for the simplest things you can never run in and be out,3 other people just walked in, let's see what happens next..... I'm still sitting, there's no one who can just activate my phone, it was two extra guys out here but they both disappeared into the back room, never to be seen again. It's a shame. read more

Don't waste your time. Went to a store for a phone issue. After waiting 45 mins, was quickly blown off by a salesperson saying "it's an issue with the apps". I said "well, I highly doubt it's an issue with all the apps, and tech said my phone was corrupted and needed replacement". I was willing to pay for an upgrade, but they didn't care, and told me "well then just go online and order one". Why do I pay the money for Verizon care if I'm just going to have to do it myself anyway? Also, they will only send the new phones UPS requiring a signature, and who that has a job can sign for a delivery at 1238pm on a Tuesday? I'm seriously considering leaving Verizon over this. At least for the money I pay they should pretend to care. Absolute trash working there now. read more

Look elsewhere for your phone service needs. After making an appointment online and arriving early, I was told to go to the back of the line and wait. After half an hour in store with the sales person mostly in the back room, I was offered two very competitive quotes for new phones. The offer was so attractive I asked the salesperson to verify the pricing. He disappeared, then after ten minutes returned to state that the pricing was accurate. The only reason I chose to purchase the phones online was because the store representative advised that I could avoid the upgrade fee by buying online because the phones weren't available in store anyway. After two hours on the phone changing my lines of service, I was told that the in-store quote was misleading--the representative quietly offered me 24 month pricing on one of the phones, but 30 month pricing on the other. Shop elsewhere. You deserve better as a customer. read more

Recently I went to this Verizon location to review my monthly bill. The sales associate who tried to help me was Mel. After 20 minutes going is circles with him, he finally told me that he could not reduce my bill and allow me to still have the same service...after initially telling me that there were several ways he could reduce my monthly bill for the same service. He then became frustrated when I asked him questions about items on the bill that he said were old and needed to be changed. Suddenly he then blew up at me, and became indignant and rude, accusing me of not letting him talk. This was not true since he really didn't want me to ask him any more questions that he couldn't answer. I finally walked out and called Verizon help online. Within 20 minutes a nice agent named Jennifer out of New Jersey reviewed my account, kept my service exactly the same, upgraded my equipment, and saved us almost $100.00 per month. It is now obvious to me that Mel didn't know what he was talking about and became frustrated because he really didn't have the knowledge to be in the postiion of helping Verizon customers with their bills or service. Verizon, why is Mel employed at this store??? read more

When I was forced to buy a new cell phone because Verizon changed their system and my phone would no longer work, I paid for a phone, even though in the past, due to my longstanding business with Verizon I was given a simple phone free every 3-4 years. I was told there would be a $50 rebate and the store employee even helped by doing all of the "cut this out and mail it" stuff in the store complete with an envelope. I mailed the envelope when I got home that was over two months ago an still no rebate. When I called in this morning to inquire about the rebate, I was put through a torturous "please press" robot which told me I would be connected just before it DISCONNECTED ME!!! This is not customer service. When I called back in I was put on hold....now...for over five minutes because "all representatives are busy." THIS IS A LOCAL RETAIL STORE. THEY SHOULD HAVE SOMEONE THERE TO ANSWER THE PHONE! Ed ID#109159 finally answered and was very nice. He gave me a number to call. They have a deal with American Express and said I should have received a debit card. I got connected to Shaina who processed my inquiry quickly and said they would cancel the card (they thought) they had sent and issue me a new one. UPDATE: Within a week I received an Amex debit card for $50. I called the phone number and activated it. It has failed more often than succeeded at local retail stores and gas stations. It's a pain to use and I feel bad about using it if there are people behind me at the register because I don't want to inconvenience them. Verizon should find a better way to reward its customers and provide its rebates. read more

After my visit to this location 6 months ago, a customer service agent reached out to me and apologized through Yelp! messaging. I promised them I would revisit the store and update my review. While Verizon's apology was meaningful, progress would be the metric of choice when updating this review. My wife recently required service for her phone. We visited the location and received the tablet carrying welcome that is customary for this location. We only had 30 minutes to get something done. I queued my wife to ask "How long is the wait?" The agent declared "15 minutes." I set my smartphone timer. Fifteen minutes came and went. Then another 10. And then we left. Unserviced. We came back to this same location two days later with the same need. The crowd was thinner and service was delivered in a timely manner. While there I observed the staff to be polite and knowledgeable, but slightly casual in their communications with customers (colorful language and peer-to-peer flirting while handling customers) and somewhat unprofessional in their appearance (faded and worn polos untucked, not much standard uniformity). Overall, despite the attempt to influence Yelpers' perceptions of their business' performance on social media, no one has had an impact on changing the 2-Star in-store performance of this location. There are still only 6 seats for waiting throughout this expansive location, it still takes too long to get service if the place is moderately busy (understaffing), and the overall climate lacks the sharp customer service focus and delivery of the nearby AT&T and Towson Town Mall Apple Store. Some of you might criticize me critique and claim that I'm missing a conflict within my comparison to Apple and their t-shirt hipster vibe with baggy pants, pubescent facial hair, and random piercings. Not so. Apple outwardly communicates that it's brand culture embraces diversity and uniqueness. My counter point begs Verizon to reflectively ask "What cultural values are we embracing, and how are we outwardly celebrating them?" My guess is they are torn. Their attempt to slam matching polos on everyone clashes with the demographics and values of their employee base on the retail frontlines. It's like trying to put a collar on an animal that just wants to run free. (No disrespect to Verizon employees. I'm not accusing them of being animalistic, but rather stuck in a store culture that conflicts with someone's executive vision of retail.) Anyways, this place hasn't changed. And if you work for Verizon and get the itch to email me, I'd prefer you copy and paste this review for sharing with the store manager, the regional manager, and the executive team controlling retail for this region. In short, not impressed. read more

Visited on 12/16/2021 30 minutes prior to closing, the staff were friendly, efficient, quick and went the extra mile. Further, they did all that with a smile and holiday well wishes. Best customer service I've ever received! read more

I purchased a Note 4 back in December after having an iPhone for 3 years. My sales guy was Mark Tyler and he spent a good bit of time getting my new phone set up and even synced it to my iPhone. Everything was good and I was happy. Then come January I decided to sync it to my home PC, or Outlook. I had done a backup just a short time before. I had duplicate calendar entries in outlook and sure enough they transfered to my new Samsung. Turns out I could not restore to my backup because of the file structure on my PC. They were driving me crazy so I went back to Verizon to see if they could sync just my calendar again. Between Warner Shorter and Mark Tyler they reset my phone to factory settings but they took a picture with my iPhone of the things I had on the new phone. They were able to restore nearly everything, including the calendar with single entries! Thanks very much to these 2 guys. They were just awesome! With service like this I'll go back to Verizon anytime! And Mark and Warner should be up for the next Verizon function for top sales people! Way to go Mark & Warner!!! read more

Customer service was impeccable. I love Verizon first and foremost for their fantastic customer support team. No matter if I've been to my local store in Rockville 10 times or pit stopped at a random location in North Carolina, or in this case, Timonium, MD while on the road for work, I've had top notch service. Professional, attentive and timely with successful resolutions. Good stuff. read more

This is a review on Corporate Verizon Wireless CustomerService over the phone. Today I was helping my Mom she just turned 86. Her flip phone cellphone has not been working for several months. She has service with Verizon Wireless like I do too. When her phone wasn't working I bought her a newer flip phone like hers but it was a "prepaid" Verizon phone that I picked up so she wouldn't be without a phone. When we set it up they told me the phone had to be used for a month before we could transfer her old number to the new device and make it a post paid phone on her old account. So today from about 3:50 pm until 6:35 pm We were waiting on the phone to do a "device transfer, or equipment swap." We were on with about 5 different people. We were hung up on after waiting listening to music 3 times. When we called in the last time and they asked for the number we were calling about ( because that's their first question) I gave my number and that seemed to get us a live person faster ( I have an IPhone). Now why did that work faster than our other times calling? When we finally thought we were getting somewhere they told us we had to bring the phone into a "corporate store" to have the SIM card changed from a prepaid SIM card to a non prepaid SIM card. I don't mind that we have to have the SIM card changed but why don't the Verizon customer service people know this? Why did they waste 2-3 hours of our time and we still don't have a working cellphone for my Mom? I am so disgusted by the run around we got and that Verizon wireless CustomerService doesn't know how to do their job and just put people on hold for hours. It really makes me not want them to have my business. So don't buy a prepaid Verizon cellphone and try to have it switched to your regular account. read more

I switched from xfinity to Fios to save on cost. Overall the internet connection is faster and more reliable. When I signed up I thought that I would have DVR capability, but I do not. I am extremely disappointed, the Channel selection is extremely limited. If you choose HGTv you can't have food network. I was showed how to turn the tv on and off and use the voice control by the technician but really nothing more. The technician took a picture of my internet name and password and became defensive when I asked him to erase the photo from his phone. I was worried about security. He said to me that if he wanted my passwords all he had to do was to log into his system and he could get all my info. My upstairs connection the screen is zoomed In and he did not show me how to fix it and I can't get someone on the phone. Although my house was already wired for Fios from the previous-owners, it took him several hours to get it set up I needed to have someone run a wire from the street to the pole. The wire is still exposed and handing on the pole. I requested multiple times to speak to a supervisor because I felt like the security of my system was at risk, but no one called me back. I tried the online chat unsuccessfully multiple times hence the review. read more

It's not too often people post positive reviews regarding customer service, bit I feel compelled to do so now. Visited the Verizon Wireless store on York Road in Timonium to help my technology challenged sister in law with a phone issue. She believed her old phone was dead, bought a new phone only to find out the old phone Joe had a defective charging cord. So we returned the new phone and our sales associate Warner was simply awesome. Long story short is she walked out with her old phone activated, and a fill refund on the new one (minus the restocking fee). Just wanted to that Warner and the staff at Verizon for a very pleasant visit! read more

I only wish I could choose 0 stars. I purchased a Pixel 2 in Dec. 2017. The salesman was continually attending to other customers during the process, and the session took three hours, during which we were repeatedly told "5 minutes more." After three hours, he told us we would need to return to complete the setup. The next day we spent another 3 hours there. The salesman also managed to sell us features we had said we did not want by misrepresenting the use and cost of the features. After that bad experience, it took us over a month and another visit to a different store to straighten things our properly regarding the features and the bill. It has been a very frustrating process, and I have a very low opinion of Verizon. I encourage all to avoid this store. read more

i just wanted to let verizon customers know that they need to check to make sure verizon is their home internet. ive been without internet for about 11 day. i've called over 25 times had 2 technicians come to my house, ive spoken to 7 different supervisors and everyone has given me the run around. no o e seems to know how it happen. i'm truly dissatisfied with verizon and truly wish baltimore city had another provider besides xfinity because i would throw verizon away like yesterday's news paper. so all i'm saying is that customers should check to make sure that they have who they think they have. read more

Stopped in on Wednesday and asked how long it would be, told I was the next person to be waited on. After waiting 20 minutes and being harassed by the FIOS rep, after telling him I was NOT interested, that he didn't seem to understand that NOT means "leave me alone" I left. After being a Verizon Wireless customer for over 15 years I will be switching to Consumer Cellular for a lot less money! read more

Came here to replace a phone that is supposed to hold an 8hour charge that can't even hold an hour charge. Online was told it be 40 dollars and just to stop in and get it replaced and they'd ship me a new one since under warranty. Once i stopped in I was greeted and told someone would be with me shortly. The same person who greeted me then had to service me due to the other person had no clue how to handle the problem. This is where it all went downhill. The person became very rude because my poor brother had no clue where the Verizon app was. Why would he he doesn't pay the bill. When I went to get it I was called rude and told don't snatch things from me BY THE CUSTOMER SERVICE REP!!! I'm trying to get to what they need and they get mad?? Then they say "just download it"... it was already there!!! They finally hand me the phone and they have it set to create an account. Why make something I already have?? After I sign in they both stare at the phone and then go into back room. After 5-10 minutes of waiting they came out and told us we'd have to call customer service for help. I told them I did and I was told come to the store and pay 40 dollars for a warranty claim and get it taken care of. Instead i get told I'm stupid and I get called a liar that I never spoke with anyone. To top it all off the then told me my account was PAST DUE and they couldn't help me until it was paid!!! My bill is CURRENT!! Nothing is past due. I asked the service rep why they made that claim when right on the app they said my phone "didn't have" it showed I was current. She just restated call customer service. Very poor service!!! As I'm writing this I am on my computer looking to swap companies!! Cell phones aren't like they used to be. Service is pretty similar across all companies and I'm sure sprint or T-Mobile would be more than glad to take on a customer!! DONT SUPPORT THIS LOCATION!!! Unless you enjoy being called a liar and being treated as if you are stupid. Then it's just the place for you read more

The attitudes with some of the employees at this location sucks! Especially the female that greets you when you walk in was not so pleasant yesterday afternoon. I had a simple question, but she completely ignored me AND turned her back! Very disrespectful! I even had a customer service rep on my phone and he heard my conversation with her. RUDE! folks in that office.. excuse me CORPORATE office of Verizon. read more

I went to this Verizon location yesterday (Sunday, 9/28) with my mother to get a new phone for my younger sister, who, while walking to work as a nurse at Hopkins, was mugged. Her phone was stolen and we were hoping to get a replacement phone for her while she was at work, since it can be a time-consuming process. When we entered the store, we let the check-in person at the door know what had happened, and she put us in the queue. After about 10 minutes, an employee, Justin, came over to help us. We explained the situation and asked if we could get a replacement phone, since my sister had insurance for the phone and my mother is technically the account holder. Justin let us know that we had three options: 1) buy a replacement iPhone 4S for between $400-$500, 2) upgrade to an iPhone 5 (which we didn't want to do because my sister is holding out for a 6, which were out of stock at this location), or 3) put in an insurance claim. We were hoping to leave the store with a phone in-hand, but we didn't want to pay $500 for a replacement 4S, so we decided to file a claim. The minute we told Justin we wanted to file a claim through insurance, he acted like we were the last customers he wanted to be dealing with. I understand it's better for them to sell something. We expressed concern that we wouldn't get the phone in a timely manner through an insurance claim. Justin assured us that we would get it the next day "by mid-day." My mother questioned this, stating that the last time she had filed an insurance claim a couple of years ago, it had taken several days to receive a new phone. Justin's response was to say "Um, MISS, you will get it by mid-day tomorrow" in a tone so rude I was embarrassed to be standing there. We agreed to move forward with the claim, at which point he dialed a phone number and handed my mother the receiver -- we had no idea whom he called, or what we were supposed to say to whomever answered the phone. I asked him who he had called, and he said "you said you wanted to file an insurance claim, didn't you?" I asked if we could call the number ourselves from home, and he said yes. We then left the store. I am really disappointed in this experience for a number of reasons. A scary situation had happened (granted, not to myself or my mother, but in our family) and the person helping us did not seem to care at all about it or express any additional concern or sense of urgency. Secondly, we were really taken aback by Justin's approach to handling the insurance claim. Claims are typically complicated, so even just a little bit of explanation would have been helpful -- instead, he just dumped it on us, the whole time making us feel like he would rather be dealing with any other customer. Of course, to top it all off, when we filed the claim at home, we were told that we'd get the replacement phone at the earliest by Tuesday night (not Monday mid-day as Justin had defensively assured us). We were right about our concerns regarding the shipping, and he intimated that we were completely mistaken. I am going to do everything I can to avoid returning to this Verizon location; it was just a bad customer service experience all around. read more

The customer service associate, "A.", within a 5-minute interaction became very rude, talked down to you, was very defensive, and talked very quickly in an argumentative way. As someone who has experienced tense customer service situations from the service side, I was shocked at how quickly "A" escalated their behavior and could not keep their emotions under control. As a customer, I shouldn't be the one that tells the associate to calm down. This particular associate should be retrained on basic customer-associate interactions as they could not properly manage their emotions in a retail environment. read more

I had an extremely negative experience at this store. The manager and associates don't know the meaning of good customer service. I have fairly good technical knowledge but needed some assistance with my choice of a new cell phone. The salesperson was unfriendly, condescending and "fast talking" in her explanation of the phone's features. I purchased the phone. Bottom line - I returned to the store later that day and the following day as I had problems with my email app. They gave me a number to call and said they don't do technical assistance just sales. I ended up stopping at a Verizon Authorized Dealer who were able to solve my problem! read more

Five stars for the young man who helped me. Negative ten stars for the woman at the front door. All I needed were screen protectors and a silicon case.that's it. But I wasn't allowed in the store to see what they have without being on her list. I didn't know if they had the things for my phone or not. After waiting 20 minutes and I was still 6th in the wait queue I grabbed a guy to just ask if they have the things I need....I just didn't want to waste time if they didn't. His response...it's that all you need? Let me go grab them. I understand their queue system for people buying phones and tablets etc, but for a little pack of screen protectors? Oh and no, I couldn't just run across the street to Best Buy, they don't carry what is needed for this phone model. They should build a quick queue for accessories. And stick up the....needs more personality. read more

Not comcast! For real, they get mad props for not being comcast. You pay for internet, you get internet. Simple

About 6 months ago, I got my wife a new phone at this store and it took quite a while to get the phone initialized but we got it done. Now I have gone back to get a new phone and my experience seems to be the same as others. I called ahead to the store phone to see how long the wait was going to be. But nobody picked up the phone -- and it rolled over to the general Verizon service number. So I went to the store. Greeted with a nice smile by the tablet man. "It will be about a 10-15 minute wait." "Thank you, we are in a hurry." After 30 minutes, there was only one other customer in the store, and 4-5 salespeople standing around and chatting with each other and working on their own phones. I tried to wave down somebody, but tablet man was nowhere to be seen, and nobody seemed to notice. So, I left. read more

Great Service, I came here after going to the Towson location(by Carver). I came in and had them check my charger since it was not working. I asked the Towson location and they would not check. When this location checked the result of it was that it was just worn out, no physical damage. Then they kindly gave me a new one for free. read more

Ask for Mark Tyler- he is wonderful! He explained my options patiently but succinctly and told me the best way to take advantage of deals.

Had to wait forever to pick up a purchased phone at this store. Listened too the manager whine about how buying Verizon products on the web isn't really selling anything read more

My phone was stolen on the day I was moving from Baltimore to Chicago, effectively halting the moving process and taking my stress level from High to Severe. My friend gave me an old, very busted S4 for me to activate under my account so I could do things like call people/navigate to the new city. The only hurdle was switching the phone to my number. I visited the towson mall verizon kiosk who couldn't help me connect the replacement phone. I then visited a car dealership that'd been converted into a verizon who again, was no help. Finally, I went to this Verizon store. Not only did service rep Lamont help me out within minutes of getting to the store AND make the old phone work under my number, he gave me the new SIM card for the old, busted phone for free. Lamont not only talked me off a stress-ledge, he quickly identified the issues I had and resolved them in a friendly, direct way. Honestly, after having two bad Verizon experiences in a row, I was blown away by how simple he made the process seem. Give that guy a bonus, raise and customer service award. I was in and out with an activated phone within 30 minutes and it didn't cost me a penny. Skip the other 2 stores in Towson/Timonium and visit this one. They're wonderful, fast and friendly. read more