I have been a Verizon Wireless customer for approximately 20 years. I've came into the twin Lakes Verizon store, multiple times through the years for various things, and have always been treated professionally with great attention to detail what the problem was, and how to resolve it and fix it as quickly as possible. Everyone seems to hate the cell phone companies for little itty-bitty things that maybe they brought on themselves or just couldn't figure out or it's just changing technology there's no magic wand that's going to fix every high-tech problem you have with an Apple device that does all this magic stuff Zak, who runs the show at twin Lakes, Marysville Verizon is as good a guy is the Rez his help me personally a few times, and others on the staff are very well trained and greet at what they do read more

Do not get involved with there prepaid service. If you change carriers Verizon will keep any money left on the account and will not refund it I am very curious how much money Verizon steals monthly from people that change carriers. How there theft works is, say you pre pay $120 on your pay in advance account and your monthly bill is $60. You change carriers and there is $60 still pre paid on your account. They do not refund the $60 back to the original payment method, they keep it. Verizon acts so unaware this is happening. read more

Worst service ever. I stood in line for 30 mins while the employee and customers talked about cruises and weather and buffets. You have people in line. Let's focus on taking care of those who came in to the location. read more

What an absolute joke of a place !!! PLEASE SAVE YOUR TIME AND BREATH DO NOT GO to this place. Incompetence runs high here, lack of knowledge and just pure stupidity. I highly recommend you call the 800 number. My 85 year old grandma got the around from 3 incompetent employees there when they could have easily just given her the 1800 number if they did not want to help Her. Just an fyi to all of you! If you have phone insurance call the 1800 number DO NOT go to the local repair shop and make a claim if they cannot fix your phone. They are NOT the insurance company they just fix the phones for you ( if they are fixable ) but as far as replacing them you have to either go online and file a claim or call the 800 number. The Verizon store make ZERO effort in helping you !!! Good luck to all read more

We went into the Verizon store in Arlington to buy two new iPhone 14's for my sons birthdays today. We were greeted 1 foot in the doorway by Alex the manager, basically blocking us from entering the store any further. There were two employees helping two customers. No one else was in the store. Alex wasn't helping anyone. He told us that he had an "employee resign today" and he wouldn't help us "without an appointment." I was gobsmacked. I had never been treated a Verizon store so rudely. Alex could benefit from training in customer service. Alex is a bad look for Verizon. read more

Walked in and was immediately greeted and was politely told that it'll be a 20-30 min wait. Then a rep named Billy helped me and my wife. Throughout our interaction Billy was really helpful and truly had great customer service. We ended up having an 1+ hour interaction due to some complications however Billy was very thorough and ultimately we ended up getting two new phone lines added (which was what we wanted in the first place). Please consider going to this location despite all of the negative reviews. Me and my wife were very pleased of their service! read more

Literally useless. Go into a store just to get put on the phone with "customer service". Sat on the phone (in the store) for about 2 hours. Employees all standing around. read more

I don't think this place is corporate, so service isn't good. 1hr almost for a wait. And employees don't know promotions, I was going to trade in my iPhone 12 for the $1000 off a new iPhone 15, said it wasn't eligible. Well, I went online and got $1000 off iPhone 15 and a $200 GC. I wouldn't go here again, plus the location of the store isn't really good, too many businesses around and people flying thru the parking lot. Only 2 stars for the long hair guy turning off that stupid Christmas music. read more

This Verizon location is the worst. I was scheduled to pick up a new phone that I had purchased through a C/S rep over the phone. It was scheduled to be in a locker for me to put in a code and pick up my new phone. That failed, and I was requested to go inside the store to get it. Once I got in there, it took over 1/2 an hour to get my new phone that was already purchased. I mentioned that I needed a new sim card for my jet pack as that should have been ready with this order. I had already waited in line for 1/2 an hour. They put me to the back of the line, and I waited for another 1 & 1/2 hours to get a sim card that was less than a 5 minute transaction. Fact is, I brought it to the mangers attention (Cassie) that I shouldn't have had to wait and I also brought to the lady's attention that checked me (Jolene) in The manager Cassie) was not apologetic in any way and never really completed my transaction before she just walked away without even thanking me for the business. I have now taken this up to a corporate level. This manager needs to be made available to the industry. I would suggest that no one does business at this location. This seems to be the way she trains her employees as well. There were several other people waiting in line who were also extremely upset with the service at this location. I would suggest you don't walk away from this Verizon location. You should run away as fast as you can. I will tell at least 100 people of my terrible experience here. A VERY DISAPPOINTED CUSTOMER. Remember, don't walk away....RUN! read more

Be ready to wait an interminable amount of time if you want to get anything done at this location. I had to wait an hour just to drop off my equipment for a receipt. I think they held a grudge since I didn't mail it in.....? read more

If you ever need to go to Verizon, skip this location. Customer service is lacking, and management is lacking at all points. If you want knowledgeable people who are willing to help, skip this location. read more

Went to this location today (5-4-21) was hoping to change to verizon. But hopes up was down the drain the person who helps us we clearly said we do not want new phone our phone is still new and paid off and everything was unlock should be able to put new sim with no problem. But no I can tell to his face when he saw one of my child iphone i know is crack but as soon as he looked up to the computer he clearly just said No cannot change it. But clearly i can see on his face he just want to sell us new phone. We clearly told him we just want to switch no new phone yet i know one iphone has crack who cares he should have ask first why is crack is for a 10 year old child and besides if a customer told you for the beginning we don't want new phone we justwant new service to have better connection. U should respect customers decisions not selling them "oh by the way we have buy one get one free" we just told u we do not want new phone just connection. Besides is pandemic understand that some people cannot afford yet to have new phone U should have more concern on customer service not on your commission just to say u have sold some new phone. Customer service is more important than selling you just loss 4 new connection and 4 new customers... read more

Went to pick up a pre-order last night at 512pm. All sites, including door and self-serve state they are open to 7pm. Employees n store but door locked. Would not let spouse in stating they were closed. Employee coming out giggled and said "sorry". When tried to lodge a complaint on Verizon site it would not let me submit but kept sending me messages that it needed more information to resolve my issue. The issue is they are too big and they do not care. They do not have enough competition with service area coverage. read more

Worse Verizon I've ever been to. Paul the person who was helping me has no clue on what to do. Shows me a product goes over the entries process then tells me it's not available anymore since he grabbed someone's else's that was reserved already. Such a waste of my time. Specially when I'm paying top dollar for my service. If I could I will leave no stars. Corporate should conduct better training to their sakes representatives and managers. read more

I went into the store hoping to upgrade my I phone. When I got into the store I was greeted by an associate and put into the que. I was told it would be about a 15 minute wait. Okay no problem. Well it turned into an hour and 5 mins wait time. That was the first Big negative. Then I told the associate that I just wanted to upgrade my current Iphone to the newest one. Next thing I know he is checking into it he is switching my plan and telling me it will an additional cost to my monthly plan . I told him No I dont want to switch plans I want same plan just upgrade the phone. Then he was ok ,at this point I was going to purchase the phone, Until I asked him you will help me get my phone set up and turned on and everything transferred from the old phone to the new phone? That's when he informs me oh sure I will but it will be additional 30$ dollars charge and it's called the white glove service. I was Like what the heck I've never herd of this before . I said when i bought my phones before through costo they never did this. So that is when I left. I dont feel I should pay additional 30 dollars on top 35 activation fee. On top of all the other fees. read more

So, I literally opened a Yelp account to write this review because my experience was that good. Working with the employees there was actually a fun experience - I understood that my wait while transferring my phone to a new service account was not their fault because the person I was working with communicated it to me accurately and with humor. Honestly, I wish more places had employees like the one I worked with at this Verizon store. To top it off, when I answered the survey about my experience, I received a personal call from the store manager to thank me for answering the survey. So, overall, would rate 5/5 and definitely go back to this store even if I didn't live within a few minutes of it. read more

Went to the Verizon store I spoke with a associate with a very bad attitude and immature tone. She identified herself Cassie as the store manager and poorly explained the waiting process. I did met the store manager a collaborative and intelligent fellow who agreed to coach Cassie. read more

Trust me...your making the right decision to switch to Verizon if you go through Jessica! I was with Sprint for over 20 years and never received the service and one on one attention I received from this little lady! She knows her stuff, makes sure you got all your specials and gives you exceptional service. I was hesitant because all the other reviews seemed pretty bad but I had to price compare in person and I was lucky to get her as my rep and Verizon is lucky to have my business because of her! read more

The service here is eh at best. I've had good experiences and bad it depends on how busy they are and who the associate happens to be. One thing for sure is they are super slow! Seems Verizon has gone hill in the last 10 years with coverage and personnel. read more

Two stars for you! After you made a purchase, you can expect that they will ignore you like you are the air. Never respond the calls or texts. I will never go back there again. Sorry. You screwed us up. read more

I bought a new iPhone here - they gave me no information on how to activate the phone - very very poor tech assistance - would never go back

Not sure why others had such bad experiences with customer service. My wife and I went into the store to get an upgrade on one of our cell phones and pretty much new which phone we wanted. We were met immediately at the door and got into the que. We had a rep begin helping us within 10 minutes. After telling him we were interested in a Samsung S7, he went over a few of the other phones and devices they had but was not pushy at all. After we went over our calling needs and he reviewed our account, he suggested a business plan (since several of the phones on the plan were for our small home business). He got the tech guy to come out and explain all the particulars and run the numbers. In short, they went the extra distance to get us on a plan that was not only better for our business but saved us enough $ that we were able to buy two new phones and reduced our current billing as well as increased our data limit tremendously. Thank you Christian and Rusty! I will update this review after we have had a chance to see how the follow up service goes. read more

We tried going with Verizon because we thought it would be "The Best" which is not true...we had barely any service, and it was a joke, so we took our phones back and tried to get the service switched...they said we didnt return a phone that we actually did and wanted to charge us over $900...we call when they sent a bill and they said they would take care of it...they put it on my credit right away, and wont help at all ....hours of time on the phone... read more

If I could give zero reviews I would. Brand new phone, new service. Let me count the ways this went wrong. 1. Activation fee was not waived. 2. The phone number that was selected, every day tons of spam phone call, message that cannot be blocked and it goes on and on and on 3. I called to see if I could stop by and get a new # but the guy said it would cost me 15.00, let me see, I pay $1300.00, you give me bad #. You should have metrics on phone numbers and how many spam phone calls, texts that this number received then take it out of the pool. 4. read more

Last August my wife upgraded her Samsung phone.We always have them put on the Zagg safety glass on the screen so we can get the life time warranty. The other day my wife pulled off her cover for the first time to clean the inside cover and back of phone when she noticed they put the screen cover on the back of the phone rather then the front. We took it into the store today to show them what had happened. The sales associate looked and did see that they did indeed put the screen on, but we would have to pay the $4.95 to send back the old glass cover.. It wasn't the minuscule amount of money that irked me, it was the way it was handled. I have been a customer for over 20 years and i feel like they didn't even care that they put it on the WRONG SIDE OF THE PHONE!!!!! And took no responsibility... read more

No stars, my husband and I went in and got our upgrades Thursday night about 1 1/2 hours before closing and our phones were taking longer to transfer and so basically right at closing time they pushed us out and told us to finish it at home. They had also put the glass protection on my phone and it fell off the next day. We just went into the store to have them put the glass protection back on and they basically told us to order it online and do it ourselves. They don't do any follow up work. So basically don't waste your money on buying their products in the store, you'll need to buy them online and do it yourself. We have been Verizon customers for 20+ years and this is the service we get. No wonder why you have crappy customer service and get bad reviews. read more

the phone store is yay! all hail hypnotoad! but really, everyone was pretty helpful. read more

Watch out these companies have grown way to large. I went in to buy new phones and somehow I am now penalized for not using autopay from my bank account. I have been paying my bill for years yes for over 10 years with my credit card with no problem. Noe they are charging a "Autopay Non-Compliance Charge" of $15 a month. It was in the small print when I bought 2 new cell phones from them. Then on top of that they started charging $15 a month for insurance on an iphone 6, really. read more

Super bad experience. My phone has a broken screen, and is under warranty. I came to the store to talk to PEOPLE not to be put on an automated phone system. Also, I do not have a contact phone number because MY PHONE IS BROKEN. Loud music, bright lights, and you want me to talk to a computer on your phone to report this when I'm surrounded by humans. Staff members were spectacularly unhelpful. One customer watched me deal with them and abandoned her purchase midway. Smart lady. read more

If there was a way to give zero stars this place would deserve it. Beyond bad customer service that's basis was "not our problem". Ridiculous does not begin to explain my experience. The guy literally snatched something out of my hands. Totally horrible. Drive however far you have to, to go to another store. Oh and I had an appointment and they still took people ahead of us. read more

I don't know why I keep giving this store chance after chance to "mess up my cell phone" but I do hoping that I will leave happy and satisfied with the experience. Well, I am here to tell ya that if you want to get frustrated or if you want to make your day bad....visit Verizon in Twin Lakes. Guaranteed to NOT live up to your expectations. read more

Horrible customer service. ILIANA is the WORST! She had me in tears by the time I left Can't even believe she is allowed to have a job in sales or customer service. Ryan was great and made things right with consistent follow up. read more

This is a delayed review - but wanted to make sure I gave these guys credit! I stopped by on the FIRST day of the iPhone 7 release, and was totally dreading it. Not only did I need a new phone, but I needed to switch carriers, which can be a process. Despite the store filling up, I had someone check me in promptly, and didn't wait long. Larry then started the process, patiently waiting for us to gather all of our codes and transfer information, then went completely out of his way to make sure that we took advantage of all Verizon's discounts (previously not applied to our account). We also had someone else support us (Nick??) who did a great job, and felt totally taken care of. Grateful to this team and store! read more

I have had nothing but positive experiences with this store. I purchased a Bluetooth device in April and in November my cat chewed the wire and they gave me a brand new one! I bought a new phone off craigslist and the guy met me at the store and they did the swap for me, and when I asked they even let me get insurance on the phone even though I bought it used! They gave me $200 for my old phone and asked how I wanted to use it (applied to account to pay next bill) and they even applied it to my account for me. Above and beyond, I came in with a tempered glass screen protector for my new phone (Purchased on Amazon) and they installed it for me for free! Excellent customer service- they really care. read more

The employees stand around without helping you and have no idea what they are talking about. Most unprofessional business I have ever entered. Seriously train your staff better. read more

Very excellent service Michael B did an excellent job and answered all of our questions . Very impressed

From my experience, phone companies are awful and the last thing I want to do is visit a store. I broke the screen to my Galaxy S7 and went to a phone repair store where I was told it would cost about $200 just to replace the screen. The price was ridiculous and not an option for me. I was helped by Aaron at this Verizon store and right off the bat, made it clear that I don't like being up-selled or feeling as though I'm only being helped for their personal gain. Aaron was wonderful and walked me through each step, clarifying prices and giving me realistic options. He was knowledgable and personable, making the experience easier. If you go, make sure to talk to Aaron. read more

I have recently made significant changes to my Verizon service, moving from iPhone to regular phone and adding Tablet. The representative who helped me, Chris, could not have been more helpful in resolving my issues. It does require spending a bit of time there but there are several steps in activating and following the company protocols to do their best to ensure customer security and device working as it should. read more

Most of the time it's a 30+ min wait but if u get nick it's worth it. Saved me $40-60 a month and was able to back rate my bill that was do in a few days saving me $40 this month too read more

Terrible customer service. It's gone WAY downhill over the last year. I have 5 phones with Verizon, so I interact with them a lot. Recently I upgraded a phone and was surprised by the apathy and curtness of the representative. I felt like I was at the Seinfeld soup kitchen. Three days later I discovered that the headphone port in the new phone was not working, so I returned, thinking it would be an easy swap since I'd JUST got the phone. A different rep told me there was nothing they could do at the store and Verizon would send me a replacement. It was like pulling teeth to get him to give me any information about how this transaction was going to take place. My questions were answered with curt replies, and NO empathy or apology for my situation or this huge inconvenience. Now I have to wait a week for a replacement. Oh, but if I'd have bought the insurance, they would have overnighted the phone. What?!?! I have to buy insurance to make sure I don't walk out of your store with a defective product? What a racket. Either that or he didn't know what he was talking about. I get the feeling it was the latter. This poor customer service is turning into a trend. I'm switching carriers. It can't be any worse. read more