They sold the phone I had bought and said "nothing I can do because I sold it". WORST customer service and they will steal your stuff for commission. Fire Valarie as she was so rude and unapologetic, knowing full well my order secured that phone and it was paid for. I will never visit this site and will urge everyone I know to stay away from your store. Absolutely despicable behavior read more

After hours and hours on the phone with 1800 verizon customer service my husband and I went to the Verizon store in hopes that they would be able to help sort out major issues with our phone order and new service. Upon arrival we were helped by Taja little did she know her whole day would be consumed by helping us :) sorry Taja :) Online customer service lets say jacked some stuff up majorly and Taja spent a total of four plus hours with us helping us try and revolve all the issues. During that time Taja displayed patience of A saint! Its hard when you have customers that are aggravated due to someone online not doing there job correctly. Taja displayed empathy, kindness and relatability all key components to customer service relations. She did not complain when she and other associates had to stay late as we were on the phone with customer service for over four four hours . They have a great team at this location not only did Taja display outstanding customer relations Buddy also showed empathy and kindness towards our crazy chain of events and issues These associates deserve to be recognized for outstanding customer relations going over beyond ! I would give them a raise as its very hard to find people with problem solving skills and great customer service skill set. The manager I do apologize for forgetting his name he also encouraged his team and displayed great customer relations. Kudos to this team!!! I am thankful for the positive interaction of this team and assistance to help us resolve issues that beyond their control. Now where is my award for longest phone call in verizon customer service history 8 plus hours with customer support ! :) Tim and Caroline Sullivan read more

Their customer service is terrible. They're employees have awful dispositions. I had to drive from one end of the city to swap my box (stopped working), when I got there the employees were indignant at best. I heard one of them tell the other, she likes making people wait as long as possible so that she can watch them get mad. That's just down right mean. And it was very unprofessional to say that in private or in a common area of the store where others can hear her. Long story short, the box I picked doesn't work either. Supposedly a tech will be coming out tomorrow. This after the tech on the phone carried me through multiple changes hooking it up and troubleshooting. So I've been without a service for days with no satisfaction in sight. This is what happens when huge companies knock the smaller companies out of a local market. There are minimal to no choices to go elswhere, so you have to take what they dish out or just shut the whole thing down. This is also the downside of bundling. When one part quits, it affects other areas like the internet. They've got this greed machine just like they want it. All in the name of saving money (to put in their pockets) not hiring nor maintaining adequate staffing. They have Lousy service! I definately would strongly recommend you save yourself from such incompetence & greed! read more

I really enjoyed my experience. I needed to add international minutes. Had no idea how to do. I changed my plan to a better one.

Horrid service, dismissive and insulting. Told us to call Verizon tech support after erasing my saved and needed voice mails. Warning! Don't hand these people your phone! They are only interested in sales and not service. read more

My phone randomly stopped working today. I tried everything to get it back up and running, but none of the reset methods were working for me. With my husband in Germany, I really needed a working phone. A nice older gentleman helped me, unfortunately I didn't get his name, he had the magic touch I guess or knew the right reboot sequence and got my phone fixed. He even held the door open for me as I got my kids and stroller out the door. A little customer service goes a long way. I'll definitely be going back to this store when it's time for a phone upgrade. read more

A man named Teddy who worked at this location was very rude and impatient with my mother while in the store. We were looking to transfer from another mobile service and she's not up with all the iPhone lingo, so she was a little confused on what he was talking about. Instead of having patience and trying to explain, he showed frustration while being rude, threw his head back in annoyance and walked away in the middle of our conversation, twice. read more

I have to echo other users on here and say that I absolutely love Verizon. I have been a customer with them for a long, long time and I've only ever found Verizon as a provider to be helpful, considerate and respectful. None of these hold true for the employees of this store. My sister and I had the displeasure of working with Rashad today. My sister knew the product she wanted, an iPhone 5, which Rashad tried to convince my sister out of, bashing the phone the entire time she had it in her hands and throughout the rest of the process. He asked after her university and proceeded to belittle that choice as well. He never offered to transfer my sister's contacts or apps from one iPhone to the other either. Something I've always had offered in other stores. The straw that broke this camel's back was the transaction itself. We were in somewhat of a special situation using checks to pay for the phone, which he assured us was in order. After making the check out to Verizon, Rashad decided that checks were "going to take too long man" and informed us he would just charge our account with the costs. Not acceptable. We now have a ruined check and I had to bring my sister off the edge after suffering an hour of humiliation. This is deplorable customer service, I would never go here again. Edit - Let me add that within an hour or two of posting this review I was contacted by a customer service representative who was very helpful and apologetic, thanks Melissa M. ! Again, my issue was and is with this store, not at all with Verizon itself. read more

If you want that extra push that will lead you into the arms of any other wireless retailer, then this store is your perfect solution. The greeting and smiles you receive when walking in and signing up for the waitlist is where their courtesy ends. We have been to this store multiple times (for info continuity) but each time has made me want to pull my hair out and punch someone. I understand busy, I used to work in retail. What I don't understand is lack of tact, impatience, systematic misinformation and downright rudeness to customers. This store is a perfect example if how not to treat long-time customers. I don't know, after being a loyal customer for 11 years, maybe it's time for a change. read more

If I could give LESS than ONE star I would. This store has POOR customer service. The Greeter ignored me upon entering and sat on his Tablet with his headphones in. Then every time someone came through the door they were greeted. I even stood by the door and NOTHING. I love Verizon but I Hate this store. They are not helpful at all most of the time when I go in. Update: Went back today and I still couldn't get seen. All I had was a Few Questions about upgrading my phone nothing complicated... read more

This can be a very busy Verizon store. My girlfriend and I went here and there was a lot of people. We had to leave early because we had to be somewhere at a certain time, but if we had waited, the wait was about 15-20 minutes. Granted it was Christmas Eve when we went here, and it's expected for stores to be busy during that time of the year. The staff is friendly here. We were greeted as soon as we walked into the store and asked what we needed help with. I'm sure customer service here is great. We just caught them on a very busy day. read more

My dad left his AC adapter at home from his vintage flip phone. Here the manager was kind enough to charge up his phone for him.

I have called and visited the chat feature ...gone to store location at least 50 times since September after i purchased a new phone from verizon. I have been told that the problem would be taken care of each time....nothing is done ...then another problem arises...nothing...ALL they care about is MONEY...they send the bill without interuption...couldnt care les if you can make a call or not. Will be getting new service with different provider come MONDAY!!! read more

Visited today, had questions about my bill Was told to call customer service. Then asked about upgrading current plan. Had an extremely flippant attitude. Left feeling like we had bothered him. No name tag visible. read more

You know what? I love Verizon. LOVE LOVE LOVE them. I've haven't had any bad experiences with them really. But this store? WOW. Not so good. Ian helped my wife get her early upgrade so she could get the droid 3. Everything went fine until he explained that his current phone is "retarded". Not cool dude, not cool. Then he asked if we wanted a screen protector. After hmming and hawing for a couple seconds, we decided, sure, why not? He grabs one from the display behind the counter and finishes checking our order out, and applying the screen protector to the phone. We leave, and go home. When we get home, my wife notices the phone looks grainy and weird. The screen protector feels weird. She looks at the packaging and discovers it's ANTI GLARE, not a regular screen protector. Really? We're pretty pissed we paid for this when we wanted the regular old screen protector. So the next day we go back and who is there to help us? Our good buddy Ian! We explain the situation, that we didn't want Anti-Glare, we wanted the normal, everyday screen protector. He looks at us like we are complete idiots and tells us he can't help us since the screen protector had been opened and used. We explain that, yes, he opened it, and installed it on the phone, but he did not let us know there was more than one type of screen protector. He just picked it and put it on there. He then tries to belittle us and make us look like idiots by comparing this transaction to chewing gum. Telling us that if we had bought a pack of gum, opened it, chewed a piece we would not be able to return it. I understand this analogy, HOWEVER. It would be as if we were at a grocery store and the cashier handed us a pack of gum and never told us there was another type. NOT COOL IAN. So he tells us he will talk with his manager, comes back and tells us he will give us half off a pack of new screen protectors. I tell him this is unacceptable and we would rather buy a new set on ebay than buy it here. I ask to speak with the manager. He disappears for 10 minutes and returns, telling us we can have a 1 time return for this. We head back to the counter where we discover that we will actually be getting cash back. Why? BECAUSE THE ANTI-GLARE PROTECTORS COST MORE THAN THE REGULAR! So not only did he not let us know of the difference, he went ahead and sold us the more expensive one without disclosing that it was more expensive. He then tries to belittle us again, by asking us, "You do understand why this is a one time refund, right?" Where I again explain, that I hope he can see where we are coming from and that he needs to learn to be a better salesman and actually tell a customer what he is selling them before just sticking random, more expensive screen protectors on a phone. Unacceptable. I would not shop at this Verizon store again. read more

I signed in immediately coming in the store and was only waiting for about 30 minutes because they had two customers ahead of me. I was treated with respect and they worked with me on price point. They worked with me on everything as quickly as possible and even before I asked offered to put my screen protector on the Apple Watch I purchased. read more

Verizon wireless has good technology but are in great need of improvement in their customer relations.

All other stores in area refer to this location for warranty/repairs issue. Once there employees feign ignorance and try to pass off issues to warranty hotlines that then refer users back to the store. In short- useless read more

I bought a phone at your location last week. Since this was my first Smart phone, I had some problems and questions, mostly my fault. I went by your shop today to get some help to download some things I was having trouble with and did not fully understand. When I walked thru the door the gentleman assigned Kat Grosshans to help me. She was absolutely great. She went over things and explained as she went along. She installed everything I wanted and did some additional things to help me in the future. She was very professional in her position and made me feel comfortable asking her questions. Kat is certainly an asset to your store. Great help. Doug F. read more

I found the people at this store to be friendlier than at most Verizon stores (perhaps because I live in New Jersey, not a state famous for friendliness) and helpful with my questions about adding a shared line.. the place was quite crowded on a Sunday afternoon, but what Verizon Wireless store anywhere is not. read more

Wish I could give this location 0 stars. By far the worst customer service. We went in to buy a certain screen protector and the asshole helping us said they don't carry them. But we bought them less than a month ago from that location. So rude. Then he wouldn't let us talk to his manager. We ended up going to Best Buy and getting exactly what we wanted for half the price! read more

We went into the store this weekend because we needed new phones. We have been long time customers and wanted to get the best quality but not have to pay an arm and a leg for it. Our sales assistant went above and beyond to assist us and recognized we were loyal customers. She was very friendly, quick, and efficient with our service. I have to say I usually avoid going into Verizon because I usually feel unappreciated as a customer but not this time. I believe Kennie (12227 Jefferson Ave. Newport News, VA location) was our sales associate that helped us and I could not be anymore happy with our service. I no longer feel like an annoyance when going in there and am very happy to be a Verizon customer. Thank you again for your help Kennie!!! read more

I had the pleasure of being greeted by and working with an agent named Lauren V who treated me like I was the only customer in the store while she was with me. I had encountered hours of wasted time trying to troubleshoot a problem with Verizon Tech Support over my landline only to be told that I would have to bring the phone to this facility. Hands down she made sure the problem was addressed, resolved, and that I was a happy customer before I left. I only wish I had started rather than ending with her assistance. So my conclusion is that most of the service complaints about this store are not about the store itself but rather the person responding to them. My suggestion: ask for Lauren V. read more

I had a less than positive experience at this location just yesterday. That being said, the gentleman helping me was wonderful. I have been having a battery issue the last couple of weeks where my phone won't hold a charge and it dies at around 60% power. The man helping me had to ask a couple other associates for some help with the issue because he was an android user and I carry an iPhone. No problem, I thought potentially he could be new. But isn't that still your job, to know the product you're trying to sell to people and help them troubleshoot their issues? After a couple attempts to get some help from other employees, they all came back with the same answers; "You'll have to ask someone who knows about iPhones, I've never done that, etc." He took my phone about 10 ft away from me where a group of employees were troubleshooting the issue and came up with my battery usage percentages. Easily accessible on the phone under settings, something I've obviously used before. They started speaking about me and the problem within earshot and stated the issue was my app usage. Pokémon Go at that because it was taking 30% of my power. Someone made a joke about me "catching something" in reference to the game but when I acknowledged I heard them, there was nothing else said to me. One of the employees said if they gave me a new phone I would just have the same issue because I'm playing my game too much, all to the group of employees and not actually speaking to me. The customer with the issue that is listening to them belittle my intelligence. I stated that I had played the game since it came out and the battery issue I was having just started so there had to be another explanation. The nice gentleman tried to explain that if I came back to the store at a later time and the battery usage for that specific game was less, he could ask his manager about a replacement phone. As if, again, that was the real issue here. I proceeded to thank him and leave the store upset with the lack of professionalism from the store in general and it's employees who treated me as if I was less than intelligent. I went home and called Verizon, they did a simple diagnostic of my phone and came back within minutes with a resolution of my battery having outlived its potential. I have full insurance so I qualified for a replacement phone immediately and they overnighted it to me and apologized for the negative experience. I just don't understand why this wasn't performed in the store when I came in for help in the first place. I prefer business to be done face-to-face that's why I chose this location versus calling Customer Service in the first place. I will never return to this location and I advise anyone who is contemplating it to just call in or choose another store. The employees here are somewhat welcoming but I would say they are less than knowledgeable about the products they're supposed to be experts on. read more

It seems like every time I have the severe misfortune of having to enter this Verizon store --(which is maybe once a year if I'm UNlucky) the associates aren't properly trained. I'm assuming it's probably high turnover and therefore absolutely no one is equipped with the knowledge to assist in the simplest of inquiries. Not to mention less than zero customer service skills. This particular visit drove me to write this review. Unfortunately I attempted to move two lines from two different accounts onto one new account. 2 hours later (that's help time, not waiting time), the associate (Jvon) clearly screwed something up and I was now forced to wait until midnight and call the tech support the next day. Why you ask? Well I don't fully know because this particular associate refused to explain. Lucky for you I am aware from observing that the manager was called via the associate because the associate did something and could no longer transfer my line until the next day. He did not explain this or the reason why I had to suddenly call. I had to ask another associate nearby who informed me of the reason and simply stated, "I honestly don't think he wanted to explain it to you". The unhappy associate then wanted me to wait until he was working the next day to call him so he could fix it---HA! Hilarious. Yes, I'm going to inconvenience myself so that I can call you and HOPE you suddenly know what you're doing. No thanks. I'll call the 1-800 number. Bottom line, go to a different store if you want to ensure you keep your sanity. read more

I don't recommend this store or any other Verizon store. apparently my issue which I'm about to list happened to hundreds other based on a statement from a manager who works in the store. I have been with Verizon for many years and every year it gets worse and worse. I constantly have problems with them, mainly it's about the worse customer service experience in all their department, finance, tech, network, complaints...etc. this past September 2016 when the new iPhone 7 came out I went and traded-in my 1 year old iPhone 6s for a full price and adjustment was that I would receive a credit every month for the next 24 months that would almost equal out to the value of the new iPhone 7. and that way I would have the new phone without worrying about monthly payments because the credit I get for my traded-in phone should cover the monthly payment for the new phone. (only $1-$2 different that I would have to take care of myself every month) which is not a big deal for me. I was told it may take up to 2 months max for the credit to start showing up after everything gets processed. and I was ok with that too. 4 month later I go back to the store ask about what's going on and why I don't see any credits yet. the Answer I get I do apologize but we don't see any trade-in record on your account we don't know what happen to your phone. are you sure you traded it in-store. SERIOUSLY, Yes I did. I gave them the name of the person who did all the process to me, the date I went to get that done, and even the time and counter I was standing on at the time of my visit. and said check your cameras. I even gave them the Serial number of the phone, and the IMEI. and all I get is we are sorry for the inconvenience and we will investigate. I go back ANOTHER MONTH later. and I still hear the exact same answer again plus this time what I get is " the department who handle all these complains is month worth of complaints backed up and it's taking more than longer to get this investigation." another MONTH AFTER MONTH that's what I hear every time and we will follow up. YESTERDAY, I was over flooded and couldn't be patient anymore, and couldn't help to keep my anger and frustration down. and was there and what I hear is there is still no updates from the department. and I went off on them and that's when I hear that we found a trace for your phone (using the IMEI) that was received by the fulfillment warehouse and then was shipped to somewhere else. however the warehouse is saying we have not received this phone (Makes no sense at all). and all we can do to you is resubmit the form and request an expedite process to re-investigate, and THAT IS THE ONLY OPTION WE CAN OFFER YOU IF YOU WOULD LIKE AFTER 8 MONTHS OF FRUSTRATION AND COMPALIENTS. what carb and stupidity this could be Verizon you took away my phone and not give my own money for my phone and if I like you can only help me to find out where your phone. All I can say is by all do means, stay away from Verizon even if it's the bet network ever in the entire world (which is not true at all) for a peace of mind find any other network that has a good customer service team and people who are willing to help solving your issue, and not creating issues for you to suffer. read more

I HAVE to post a review for the sole reason that the customer service we received at this location was ABOVE and BEYOND any we've experienced elsewhere. After endless issues from sprint we switched to Verizon and sprint put us thru hell over the past 4 days trying to get our phones switched over which normally is a seamlessly easy transaction for Verizon but for the entire 4 days we were helped by the most helpful representatives! Marian and Melody, Marian spent countless hours working tirelessly with sprint to ensure we could get transferred over and melody devoted an entire day as well. I have never been more impressed by the dedicated service we received in this store. Marian stayed long after her shift and worked keeping in contact, even outside of store hours to be sure we were getting our issues resolved. If you go into this store ask for either of them and I guarantee you will not leave unsatisfied!! Marian made what was a hideous experience all fault of sprint so much better than it would have been. 5 stars for her amazing effort and that of this store for hiring such capable, knowledgeable, and mostly patient employees like these 2 ladies. Thanks to them we are now very satisfied Verizon customers!!!! read more

My daughter got a text she had to pay a $1200+ bill or her services would be cut off immediately. Having her business phone on the account she had it debited from her account immediately.The next day she got her bill to find $600+ of this bill was fraud related, which the store admitted. Here's the issue, they would not reimburse the amount she didn't owe, they will only apply to future charges. This is not only unethical, but illegal. But try to talk to someone in authority, they all pass the buck. Luckily she had the money, but it did impose a hardship. Essential they have stolen her money and won't give it back. You know what would happen if she tried to switch to another carrier before her contract is up don't you. I don't know how she could have be treated worse. read more

I like to start on a positive note, so I'll say that all but one time I've been to this store, I've been greeted politely. This last experience I had at Verizon was what pushed me over the edge. I have never in my life experienced the horrible customer service that I received from the woman at this store last week. I am always very polite and patient, but she was flat out rude to me. I had a question, so I described the woman who originally helped me change my plan, and she insisted that it was someone else- a male, and that no such person has worked there. I have never been to another Verizon store and both of my teenage children were with me backing me up. They remembered who helped us as well- we just didn't know her name. This person was either looking at something wrong in the computer, or the computer was wrong. Then she went on to say that because I wasn't correctly remembering who helped me, that I wasn't remembering what they had told me correctly either. I was completely appalled at the way she was treating me, so instead of updating my plan and upgrading one of our phones, we left. I will never return to that store again. read more