I was the first in the door and registered with the incompetent manager at the time. Other patrons were being helped so I said hey maybe they missed something? Well obviously the help are not too adept at using ipads . My name was no where to be found . To their credit they made an accommodation and had someone help me who was as interested in helping me or even hearing about my new phone set up as a bag hammers. I left and worked at setting up my phone myself since much of what I needed was missing from the official Verizon set up by the not so helpful staff. The thing is another family member went their the next day to buy a phone and got the same disinterest he left with no phone purchase. Go to another store. This one need allot of corporate oversight read more

My husband and i walked in and waited a few minutes. The store manager came up and told two young women who were there before us to wait. He asked us what the problem was. My husband said his phone screen was dark. The manager grabbed it and said turn it on. (We had been turning it on and off to no success). Then we said we were interested in trading it in. He said well you might want to go elsewhere because it is an hour wait. we asked why and pointed to the women ahead of us. He said "you just don't know what''s going on." And he turned around and walked away. We went to the Verizon in Vernon Hills and the store manager took the phone and showed us that it had accidentally be swiped to darken it. Turning on and off would not help. we then traded it in and bought a new I phone 12 Pro. We have never been treated so rudely. read more

STAY AWAY FROM VERIZON - Poor customer service I signed up for Verizon cell service back in mid-March when they were offering the $500 bring-your-own-phone rebate. The sales rep I worked with told me that I was eligible for the rebate and that I'd be receiving it in 4-6 weeks in the form of an account credit and that no action was needed on my end. After not receiving anything in that timeframe, I followed up with Verizon customer support who, after transferring me countless times between 3 different departments, told me that I did in fact have to manually enroll in the rebate program to be eligible. They also told me that the window to enroll ended 31 days after sign-up and that I was no longer eligible to enroll. I ended up going back to the store to see if they could escalate the issue with corporate. They were able to get further than I was alone, but at the end of the day, I was only offered a $250 bill credit for my trouble. Now I am out $250 and hours of my life because I was misled by one of their sales reps. If you're looking for decent customer service from your cell provider, look elsewhere. read more

So my hubby was up for an upgrade and I stopped in to surprise him with the latest version in black on my way home from a meeting. I was excited to see the new models. Not knowing much about the new phones, when I asked for assistance I was told I could save $50 by getting last year's model, since the camera was virtually the same. So I bought it and then I got home and did some research. Of course, after I purchased it I realized I found out the model I brought home was discontinued and there would be no more support. I was told at purchase I could return it as long as it stayed in the box unopened, so I went back the next day and explained myself - asked for the manager just in case and he was polite and kind and said no problem. He gave me the upgrade to the newest model and even set it up for me. Even though the phone is white (since the colors on the new iPhone aren't very masculine), he loves it! And the camera is still great. I would recommend this store to anyone. Everyone was lovely and helpful and the return was simple without any drama. read more

I wish I had gone to a different Verizon store!! Saw a coupon for an iPhone and $200 off an iPad. Paul took care of me and once he opened his mouth I could not wait to get out of the store. Too cheesy, too used car salesman, too hard sell, and too much of a know it all. Did not get the iPad, but just upgraded my phone. I would rather get the iPad at the Apple Store for the regular price and not have to put up with the slick, used car salesman tactics. Hey Paul, you should have thrown in the floor matts. read more

I feel like the employees of this store weren't listening to my needs and were rushing me. If they're gonna be in a suburb of Chicago (northbrook) they should understand that some non millennial aged folks are gonna come in who are not tech savvy. Don't insult us. I purchased a new phone. I was intent on explaining why I wanted to use a headset. I learned about an adapter to allow for that. Great. Then they sold me a case that doesn't allow for use of said adapter. Which I didn't realize till I got home. Return process was less than pleasant. I kind of felt they were trying to up sell me. Not everyone wants wireless chargers and expensive wireless headsets. I won't be returning. Too bad I spent so much money here on the phone and accessories. Would've rather given it to a local mom and pop retailer. I miss the old verizon store at west lake plaza in Wilmette. Anybody know what happened to them? read more

5 month nightmare filled with lies. Came in end of September 2015 to upgrade my phone, was promised $300 off my bill if opened a new line and bought $300 worth of accessories. Bill adjustment was promised on next bill cycle, but told it might take an extra cycle to be safe. 2 bill cycles came and went, no adjustment. Called Verizon, they said they never heard of such a promotion. Went to the store I bought it at, the manager told me that the employee that sold me the extra line and accessories worked at a different store and they weren't responsible for his promises. Wife and I decided to return the accessories to the original store (a $300 bluetooth speaker) we didn't need in January 2016. At that time another manager apologized for our 4 month hassle and that he has noted in the system that we are due a $300 credit. 5th bill cycle came, no credit, called Verizon, they had no record of note in their system. Now going on 5 months of pure nightmare dealing with Verizon and their false promises. read more

THIS CARRIER IS UNBELIEVABLY HORRIBLE. My brand new phone couldn't make or receive calls at my house. i came to store, they switched my sim card and it happened again. i came back a second time, the guy told me nothing i can do about it. and i left. NOW IM HERE AGAIN AND HE JUST SWITCHED MY SIM CARD AGAIN. I told him i've done this already and it won't work again once i'm home. now i'm back. getting a new phone. hope it works this time!!! FUCK THIS CARRIER. read more

I am giving one star because you can't give less and because the first two people that greeted me here were nice. A woman and a younger guy. I explained my situation and that I have been a loyal VZ customer for 12 years. I was price comparing and looking for a better plan than the one just offered to me by Comcast Cell phone, but even though the plan was better I wasn't prepared to switch from Verizon (loyal customer as previously mentioned). That was until the older "business specialist" walked out of a back area and inserted himself into the conversation to tell me that I couldn't possibly get a better deal with Comcast. This condescending man then rudely asked me how much I pay for my cable. When I said the amount he said "Well, your lucky" and I said "No, I'm intelligent." To which he replied "Well, I must be stupid then." To say it degraded from there is an understatement. What kind of customer service is this?? I am not only switching away from Verizon, but I am warning others that there are better deals out there with less expensive plans that use Verizon cell towers. By the way, I am not always pleased with Comcast as my cable and Internet provider, but after this treatment I would rather go to ANY other cell phone service provider!! Just want to add that I usually remember names, but I was so shocked by the treatment of this man that I can't remember. read more

I actually go out of my way to visit this Verizon store. Aside from the fact that the guys are always well dressed, they're extremely helpful, knowledgeable and provide excellent customer service. They even offer classes on how to use your smart phone. This particular Verizon store is also a corporate owned store and not a reseller, which means they can take care of your problem or question right there on the spot. No run around, no crap and no bull. My go-to guy is Cameron, but everyone in the store is helpful. Tell them Robin from Tailored Edges sent you! read more

This location is TERRIBLE when it comes to customer service. We bought a tablet with a screen protector from this location on black Friday in November. A few weeks later, the tablet was having issues powering on, so we had to send it in to Verizon to see if they can fix it. We received a new tablet (with no screen protector) since they were unable to fix it. We were told by the staff at this store that if we did not receive the screen protector, they would refund it and replace it with a new one. We have gone into this location at least 5 times, and every time they say they do not have it in stock and they will call us the next day and pick it up for us at a different location. It's been 3 MONTHS that we have been waiting. NOBODY ever calls us after they promise. Go to a different location that actually cares about their customers. read more

I've never seen staff appear so put upon to do what they're paid to do. Toxic management and staff hamstrung by "well our protocol is..." who collectively have no interest in making your experience easy or pain-free unless you do so for them. read more

Came into the store and was greeted by the manager. She helped me with my phone and checked my account and realized best buy sold me stuff I didn't need. Helped me and got everything going again and got me a tablet. Thank you, I will be back. read more

I am literally on the verge of pulling my hair out!!!! This is THE WORST WIRELESS COMPANY!!!!! I have been on The phone for over an hour and currently on hold!!!!!!! I had a total of 4 lines w them. I recently transferred my service...unfortunately for them to fully pay off and remove us from verizon, I need my "final bill" which is next to impossible so far!!!! Worst!!! Worst!!! Methods of processing and communication...not to mention the main reason we r transferring is due to the fact that my monthly bill has become An average of $400+ MONTHLY!!!!! With out having "unlimited data!!!!!!!!!!!????? Who in the world gets by like that now-a-days???!!!?!!!! read more

Went to this Verizon store today (10-3-18) to have them fix a carrier issue I was having with my phone. I signed in, told them my issue and was told I would be called when they ready for me. 15 minutes later, I was approached by the same employee who told me that they were not certified to troubleshoot phones. Um.. what? This is a Verizon store, right? If you couldn't help me fix my phone, why not tell me that when I told you the problem 15 minutes ago? I was then given a number to call (which turned out not be a specific department but just the general helpline) and told to work it out with them. It's completely ridiculous that Verizon has 5 employees in the store, and NONE of them are qualified to do anything other than sell phones that anyone could buy online. The employees were fine but none of them could seem to answer my question when I asked why a phone company's store didn't employ a single tech... Ended up getting routed around on their helpline for a while before finally finding someone who could help me start the replacement process. read more

Not a good experience from start to finish. Shady and misleading. This place used to be fantastic a few years ago. First the salesman added us to the wrong account (my parents' one) bc he wasn't listening, then had to start over completely. He told us we had to call AT&T to get my wife's phone unlocked, but he didn't have the number. Come back tomorrow. Well we googled it in about 4 seconds. Unlocked it no problem. Really great customer service... Then at the end he said we have $100 to spend at the store for switching and it will come back as a bill credit. Awesome!!! Nope--it comes back as a gift card, so you still spend $100. Just shady all around. No interest in listening or helping the customer. He also estimated our fees very casually after already signing as "probably around $20-$40". What??? You don't know the actual amount? And you tell us now? Thankfully Verizon has great customer service online and on the phone to keep our business. read more

So misleading. I just know there will be fees in our first bill that weren't discussed. After we sign, he said "yea, maybe like $20/30 for installing"... the whole experience was like that. He back tracked on everything. Seriously. Don't go here. read more

DON'T GO THERE!! They may lie, cheat, and steal your money, as they did to me. They have the WORST customer service of any company or store I have ever experienced! You cannot call the store to even ask a question after a purchase, because they have no incoming line. The phone number that is listed on their website is a dead number. The national call center is even worse!. I spoke to a phone center rep named Eoin, for an hour and a half, and who told me he got my monthly bill down to $125, but an hour later I found out my next bill would be $166! The Northbrook sales grifter persuaded me to purchase their new plan with a 30 day guarantee, but when I returned it, they would not give me back my old plan, but required me to switch to a plan that costs $50 more per month than my old plan! There is not enough room to detail the many ways they lied to me and stole my money. And they won't refund an overcharge if you wait until they tell you what your bill is! I received my bill this morning, but by 6:00pm the same day, they wouldn't refund the overcharge because I was "outside of the billing window" ( to quote Eoin) Huh? One star is overrating them. Read all the one star reviews. Hello, A T & T !!! read more

Stay away from this store. I had a salesperson who messed up my account so badly i have spent so far, over 2 hours with Verizon support on the phone. His name was Peter. He doesn't understand what he is selling. He upsells, it is a disgrace what he has done. read more

BEWARE!!! Worse than a used car dealership. Lying, Double-talk & Classic bait and switch performed daily. Do not sign anything without demanding, yes I said demanding, you see in print what you are signing before you sign! I was lied to about what I was signing and the salesman would not provide me a copy of what I signed afterwards. When Verizon sent me a preview of my first bill it contained charges I unknowingly had agree to. I sent the salesman an email requesting clarification that he didn't respond to. When I went and saw the salesman in person he refused to put into writing the agreement he used in his sales pitch. I was told to just "Trust Him" I discovered the hard way that I signed agreements I did not want because I was never informed of the truth to what I was signing. Soon filed a complaint with the F.C.C. & it took 2 months to be promised that I will be credited back the nearly $700 that I was bilked out of by these unethical group of people. read more

I really didn't expect much going in, I mean, it's a phone plan store. Kind of like the people who work at yelp - can anyone say, leftovers from the mortgage industry? The types of people that work at these types of stores are either stupidly entitled kids just out of "how to be a shi*ty salesman school" or forty year old salesmen who hate their life and live in their mom's basement. Multiple people who worked there were so unbelievably rude. It's like - hey, I certainly don't want to be here either but you freaking applied to work here so why are you taking it out on me; get a different job!! Do they not work on commission? Seriously, why are they so rude to customers?! There's no reason for it. If they were the least bit friendly you wouldn't want to kill yourself after spending two hours there. Yes really, two hours. Not only are they rude but they're slow. Stupid brainless sales people. Btw, I already have a verizon plan, I was just getting a new phone! read more

This experience was at the Verizon store in Northbrook IL. I purchased an iPhone 8 on Verizon .com it was shipped to my house and I decided that I wanted to exchange it for the iPhone 7 so I walked into the store with my box and I said I would like to exchange my phone for the iPhone 7 rose gold. The guy who approached me look very annoyed and that I'm sorry we don't carry that phone. I said will can you please check? He said no. He also said that no stores in the area were carrying the iPhone 7 anymore. I thought that was very strange and I could tell he was lying and full of it. So I walk to my car and I called the store and a woman answered I said do you have the iPhone 7 in Rosegold she said absolutely I have a whole bunch in stock. I walked right back in and the same guy who LIED was confused as to why I would walk in again. I asked to speak to Karina the woman who answered the phone she brought me the iPhone 7 he kept giving me these weird side eye glances . I called him out on his lies I told the woman who was helping me she apologized. I called the store manager he did not apologize all he said was " he would further educate the staff in the future" ? how on earth can you have staff members who LIE. The guy was lazy and didn't want to process my return the woman was fantastic. read more

Such an amazing experience changing carriers over to join Verizon! Rob helped my family and I switch 6 lines ove and save a fortune. We were able to upgrade 3 lines to the iPhone XR and get discounts on other lines! I highly recommend this Verizon location! Make sure to ask for Rob! read more

Horrible customer service. Today it took 50 minutes to meet with someone and I was told there were only 4 people ahead of me... And every time I come in to upgrade my iPhone I have to mentally prepare myself for all the stuff they're going to try and sell me. I understand they are sales people, but I had to tell the guy SIX TIMES that I refused to buy a screen protector (they are a huge scam) and it was actually so rude how pushy he was being. And then when I told him I wasn't going to buy a case either (because I was going to buy the same one I saw in store on Amazon price for half the price obviously) he said I was out of my mind. Like how much commission do these guys get that makes it worth being a total jerk? Definitely going to try and find a different store from now on. read more

This is a great store. It's the thing that keeps me with Verizon - they really do get that a tool is only as useful as your expertise at using it, and sometimes that means having someone talk you through this. (Can't say enough awful things about AT&T service which always seems to be looking for any way to never talk to you on the phone or live.) My go-to guy here is Kevin but they are all very sharp and helpful. Worth going outta your way for! read more

Classic bait and switch - old school used car salesman mentality led by the manager.

I came in for a simple tech question and I honestly shouldn't have bothered. Waited and got serviced by a guy (don't recall name). Problem: can't hear callers but speaker phone works and so does audio. He asked me if I did all the elementary things to fix my phone ie reset it and etc. without even really trying to see what problem was aka just fidgeting on my phone. He concluded my ear speaker was blown out. I didn't understand how he got to the conclusion so fast without a more thorough analysis. He basically tried to upsell me on getting a insurance plan for phone or to upgrade. He said insurance is cheaper option and not to wait long cause plan enrollment period ends soon. What is this, Obamacare open enrollment? I said I'll think about it. Being someone involved in tech, I don't know why I bothered walking in here. Watched a YouTube tutorial and cleaned my ear speaker with a toothbrush. Solved my problem right away and I could hear my callers. This guy told me insurance was best option and they can take my phone to get fixed and then overnighted. I know everyone tries to market and upsell in car media phone business but please make it less obvious because not everyone is a uninformed user or tech handicapped. If I wanted a seedy experience based on my gender I could have drove over to the numerous car dealerships on Skokie valley road. I am having a field day with other people's reviews because they are almost parallel to mine. read more

The only reason they get two stars is for the good service I relieved in the distant past. My recent (within the last year) visits here have been nothing short of horrible! I know that the manager has recently been changed and boy does is show. She is horrible and should go back to customer service training school!!! MY TWO MOST RECENT VISITS (with the last six weeks) 1. Son needs an upgrade - had unlimited data. Salesperson (SP), too bad - you get 2 gigs. Me - Is there anything you can do? We are long time customers and we need more than 2. SP - No, those are the rules. Me - Well, with all the competition it seems like something can be done. SP - No . Me - Can I talk to the manager? SP - She will tell you the same thing. Me - Please get her. SP goes to manager and literally tells her what he said and to tell me the same thing. Me - Please don't tell her what to say, please let me tell her my story myself. Manager to me - Don't be rude! What?! You guys are crazy! Who treats a customer like that?! Leave in a huff. Call Verizon on the phone. Yes, no problem we can give you 6 gigs for the same price for being such a loyal customer. So easy and the store so unprofessional! Went to Costco and got the phone for less money too! 2. Upgraded my own phone shortly after the iphone 6 release, but didn't get an iphone. Went into store to get help on setting up voicemail. Was told there was a 40 min wait. Waited patiently for over an hour. That's when I noticed that others were just coming in and instead of waiting were saying that they just needed one little thing. And they would take them. What?! I asked when I would be called. They said that there were still two people in front of me. I told the checker inner person that I just need to know how to get digital voice on the new phone. He did his best to help me. Kudos to him but they never called my name and it took two phone calls to Verizon tech support to get the phone working properly. And truth be told it was my son who eventually figured out the issue. read more

Five days after purchasing my phone it stopped working in the middle of a call. I felt like my whole world had collapsed. As soon as I left work I headed over to Verizon and was quickly attended by Saul. He was great. After a minute or two of him looking at my phone and my account he went to the back and came back out with a brand new phone for me. He didn't try to sell me a more expensive phone or push anything on me and he was really apologetic about the other phone breaking. He set up my new phone and answered all of my questions and he even took the time to follow-up with me a few days later. read more

Plan on spending a couple hours being messed around with. Lots of doubletalk. Much better to do this on the phone with Verizon.

This place is terrible. You can't get straight pricing , and they try and add on stuff you don't want. They try to tell you there is no charge, but You will have monthly fees for the add one. Tried to return an add on device the day after getting it when I saw there was a monthly device fee on the bill and got charged a restocking fee. This is crap when I specifically asked if there are any fees with the device. The salesman Ron was not truthful and the manager he brought in was worthless. He just stood there with a dumb look on his face. All there trying to do is up sell you and rip you off. read more

You will notice the Mgmt response to my review gave NO defense to my complaint and experience so it looks like they have NO intention of providing what I consider a minimum and necessary service to loyal, repeat Customers by transferring your data to a new upgraded phone that you purchase here,,, amazing, so just go to the Apple store as I did read more

I've been going to this Verzion store for about 5-6 years and the service is great. Saul is the salesman that I usually ask for. They are always willing to help and are very understanding. read more

Purchased Verizon branded charger and cable from this store. After normal usage the power tip broke off. Attempted to get a replacement but was refused. Manager suggested going to another store 30 minutes away. Long time subscriber with 5 phones but that meant very little. Complete denial and refusal to stand behind their products. Extremely poor customer service and attitude. Please do not go here. read more

This place used to have the best customer service but it is a completely different story. It is run like a used car dealership. I needed to replace my phone and I knew that I wasn't available for a discounted upgrade- I would have to pay full price. I said that up front. They spent the next two hours trying to reconfigure my account to convince me to add a tablet, a second phone line, a gps device. They would disappear in the back for 20-25 minutes then come out with some new suggestions. BEWARE if you go in here for service- they are not there to provide service, they are solely focused on pushing products and lines on customers that don't want it or don't need it. Also, they tell you 14 day full return policy - BUT MOST STUFF HAS A 15% RESTOCKING FEE AND IF YOU CANCEL THE PHONE LINE AFTER 3 DAYS YOU HAVE TO PAY A DISCONNECT FEE. You have been warned. read more

The sales rep., Alex Friallows, was extremely unprofessional, arrogant, and rude. The moment I stepped into the store and tried to explain my situation, he commented to a co-worker next to him, out loud, laughing, "I can't even understand him..." After I explained my situation, he told me my additional family line was terminated. I was confused because when I requested that family line to be suspended 6 months ago, no one explained to me their 90 day policy. Not knowing what to do next, I needed a moment to weigh my options, however, this sales rep. Alex Friallows, was VERY impatient, and EXTREMELY rude, irritatingly asking me, "soo... what do you want to do next... look, it's terminated, so what do you want to do..." I told him to give me a moment and then when I was about to inform him to why I was confused he simply walked away while I was in mid-sentence. Keep in mind, the store was NOT busy. Though I complained to the manager of the store while Alex, the sales rep. stood next to her, leaning on the counter nonchalantly, she did nothing but give a meek apology and stood beside him incompetently as he denied his first comment when I walked into the store, though both my daughter and wife who were with me heard it clearly. Not only did he lie, but he also continued to defend himself, unconcerned and unapologetic, still leaning on the counter beside him. Though I can't speak for the other employees at this store, the inability to take action on the manager's part and the store being responsible for hiring this ignorant employee speaks for itself. read more

My husband came home today after trying to get a new phone at this garbage establishment. Amongst a myriad of serious problems with customer service quality (several customers waiting while many employees are chatting behind a bar, rude employees, a significant level of incompetence...) I found out that one of the employees (Kevin) made a joke about adultery to my husband, insinuating that he has a girlfriend on the side. We've been happily married for one year. What kind of fool does this? Sorry Verizon, your employees are ruining your company at this location. Idiots. read more

I used to live in Northbrook but now live in the city, and this is still the Verizon store of choice. They all know what they are talking about and are extremely helpful. read more

My wife bought a few things at another Verizon store and needed to return them. We went to this Verizon store to get our money back and it took over an hour. That's after we waited 20 minutes just to get a person to help us. We only returned basic products which should have taken 5 minutes. Terrible service at this location. Actually I'm never thrilled with dealing with Verizon's customer service. This is ridiculous. read more

The staff here is great very helpful and william is the man to see if you need anything very knowledgeable