I have never had a good experience with Verizon but today at this location makaela really made my day. She took the time to understand & explain everything! She broke it down and drew out a whole timeline. I really appreciate her service! She needs a promotion and a raise. Thank you Makaela! read more

Date of Service was Saturday, Jan 28, 2017. I usually would go to the Moanalua location, but I did not have the time to do so. Upon entering, I was immediately greeted and was advised "someone will be with you shortly to check you in". Just a few minutes later, representative Jerry checked me in. He probed with me patiently to determine my need. I shared with him my dilemma as I prefer a big screen phone, Samsung and I don't want to get a phone & then the phone I prefer gets release. Jerry was very knowledgeable with the plans, promotions, and everything. I appreciate Jerry's awesome customer service, being so knowledgeable, and especially patient with the whole process. I definitely say manager Michele was just awesome with customer service. As an Operation Manager for a Call Center, our work is solely over the phone where your tone of voice plays a great deal. I can hear a genuine smile in Michele's voice. You would know if it was fake. Also to mention, if you were waiting for a while, you most likely was provided & accomodatef with a bottle water. I'm sorry to hear about these negative feedback but a lot of it seems to do with people not clearly understanding the process of things. My experience was Hella GREAT! I would encourage anyone with a negative experience to see Jerry or Michele. Keep up the great work!!! BTW, recommend you go to Corporate Stores as they're knowledgeable with their products. Do NOT go to a certified retail store. read more

I left Verizon for ATT now I know why. My partner just bought a phone from Verizon and wanted to use the same number as the land line. Filled out the paperwork that the clerk needed. We paid for the phone in full and the clerk said it might take two weeks to go through. Tonight while waiting for the news the cable and internet went out. We lost connection. Called the cable provider and we were told Verizon told them to shut it off we would have to talk to Verizon. Why the listen to Verizon is another question. Called the Verizon 800 number they were useless. So here I sit no TV no internet till the store opens tomorrow. Now I remember why I switched to ATT, because Verizon was always screwing called Verizon and we were now told that you can't keep your home phone number with two different carriers. Called our cable and internet carriers and they said they were told to cancel our services. Nice Verizon now a week to correct it. Our carrier said this happens a lot the cell phone company don't tell the customer. I have cancer and home except for appointments and rely on tv for my entertainment. I think Michael Oh who bought the phone whom I live with deserves some sort of compensation free month on his bill. If you are going to hold back information or your clerks are up to date the do so. Very bad service no I will never come back this killed any chances of that read more

I've been going to this Verizon location for ten years now and every time I go there customer service is excellent. This past time we went in to cancel one of our numbers and try to upgrade a different phone. Of course we were also trying to lower our monthly phone bill at the same time. Sia spent at least 2 hrs with us going over our options and writing it down for us because I'm a visual person. Then when we had chosen a route we wanted to go we ran into some road blocks because we weren't lowering our monthly bill, he helped us by coming up with different options and did not rush us into any decision. Like I said he worked with us for at least 2 hrs and was very friendly the whole time not rushing us at all. This location never disappoints I will always come back to this location and will always recommend this location to others. read more

I have to thank Verizon for doing me a huge favor. If it wasn't for their unsatisfactory business practices, I would never have gotten the great deal I got from one of their competitors. What made me switch? I got tired of the way Verizon tries to get their customers to renew their contract before the two years are up. Having been a (formally)loyal customer of theirs for a number of years, I can speak from experience. Although my contract is not yet up, my cell phone battery died. When I went to the Verizon store, I was told the batteries for the phone I was using are not available anywhere. Not in Hawaii, nor the mainland. The only recourse I had was to renew my contract for another two years, but I could get a free smartphone, if that was what I wanted. But, oh yeah, I would still have to pay another $30 a month for internet service for that phone on top of the monthly airtime charges for the next two years! The airtime charges would be a good deal more than what their competitor is offering. Goodbye, Verizon! If I don't see you again, it'll be too soon! read more

I've been to this location a few times and each occasion I have experienced great customer service! I wish I had caught the name of the woman who checked me in on my most recent visit because she was super friendly! The representative who then helped me once it was my turn was also very friendly, helpful, and knowledgeable. I was just in there to ask a couple questions but not buy anything, yet they were both very personable and willing to help. This is always the Verizon store I think to visit whenever I have an issue or its time for a phone upgrade, and I'll always continue to come here! read more

My family and I have recently been trying to purchase a new phone due to issues with a previous one. Although, there are some employees whom are nice, Verizon's OVERALL SERVICE IS TERRIBLE. We've had to call the store several times, first to place and order for a phone which took OVER AND HOUR just to get someone to finally pick up the phone. After the order was processed, they said it would take 1-2 hours after we confirmed the order on our end. However, after looking at our end, their was an unexpected charge that we DID NOT know about and had to call AGAIN just to ATTEMPT to correct it. HOWEVER, after 1 MORE HOUR of waiting on the phone, the line disconnected and we had to contact an agent via online chat. FINALLY after working all the kinks out and finalizing the order it was time for us to wait. After waiting 2 hours, we did not get an email from Verizon saying that our order was ready so we figured it would not be finished by the end of the day. HOWEVER, we then received and e-mail 10 MINUTES BEFORE THEY CLOSED that our order was ready. HOW CAN YOU EXPECT ANYONE TO GET TO A STORE IN 10 MINUTES? THAT IS ABSOLUTELY RIDICULOUS! Maybe next time instead of sending an extremely late e-mail saying "our order is ready" how about you CONTACT US and explain what the situation is, you know perform customer service? We have been with Verizon for a very long time, but there are so many instances where customer service is poor. It's unfortunate that we are stuck on a contract. read more

We came from a different carrier and recently switched over to Verizon due to reception issues with our previous carrier. Jay was extremely helpful in choosing phones and numbers to switch over to Verizon. He even discussed his favorite anime with me on that day and had to give him some popcorn to share as a result. It was nice of them to stay open so they can take care of our phones long after closing hours. If you need anything for your Verizon phone, ask for Jay in the Pearl City Verzion store. You'll be glad you did. read more

Verizon is a bullshit company!! I cancelled my phone plan with them cause it is a rip off!! They charged me another month when I cancelled it with them and they wouldn't make it right! I asked for my last statement they took so long that I missed out on getting reimbursed from the new phone service I got. They said they mailed it and they didn't, then I asked for them to send again and they wanted to charge me for it! Bull crap!! I am never using them again and I will spread the word!! They cost me around $500 for nothing!!! Poor poor customer service!! They can't handle when someone comes to their senses and leaves them! read more

Brought in my aunties to get their phone updated. We had the pleasure of getting helped by Michael R. Nothing but excellent customer service from the time that we stepped into the store to the time that we walked out. Michael and the rest of the staff at this location were very helpful and kind. This is one of Verizon's corporate stores on the island and for those looking for the "beyond" service, I recommend coming here. read more

My friend and I went here to pick up a new iPhone that her mother ordered for her to pick up online. The iPhone X was waiting but my friend had changed her mind and wanted the iPhone 8+. We did an exchange and that was the beginning of our issues. Micheal (I believe that was his name) was patronizing and was speaking down to us. He spoke to her mother over the phone and she felt patronized too and the way he was speaking to us was not okay. In the end we got everything figured out and her new phone activated but we are still bothered by the way we were treated throughout our transaction. read more

Service is slow. I went there, checked in with the sassy woman ( I wish I got her name). There were about 3 customers including me in the store and 5 or six employees that I saw. 1 was helping a customer, 2 was on the phone and the rest standing around. Yet I had to wait? I waited around for 15-20 mins and left. I just had a question and thats too long to wait around for that. If they had better customer service they may have gotten a sale. read more

I saw all the bad reviews. but when I went I had great service. Abe helped me get my new plan. I advise you go when it is not busy and definitely ask for a Abe .when you go read more

Service okay. Location can be understaffed at times. Parking can be tight when a good movie is going on next door. Best time is early morning or mid-afternoon. read more

Super slow service. There are better Verizon stores to go to unless you have an hour and a half to stand in the store waiting.

If we are ever in the area we go see Chino (Jorge). Very helpful, lets you know which phone is good and why. Went on a Sunday, so he was pretty busy. (The lady in the front said it was about an hour and a half wait to see an associate anyways) We put our name down and went next door to eat brunch. By the time were done eating and went back, we waited just a little while longer and he was able to help. We already knew what we wanted, upgraded the misters phone to the S5. We were in and out in twenty minutes. We'll be back when it's my turn to upgrade. December can't get here soon enough! read more

I gave up on verizon because of lousy customer service at all their storrs. My daughters experience with these morons has been as bad. Go anywhere but here. read more

I guess since I'm not buying a iPhone 5c or 5s I'm not worth talking to. Then again how would they even know because no one ever greeted me I just stood around for 20 minutes then the worker an older white male checks in another customer that walked right in. Poor customer service that's why I go to the kapolei branch they assist me seconds after I walk in. I can't believe the guy checked another customer in before me when I was the only one in the store before they walked in while I waited for them to finish up with their customers. I was about to buy another $100 case for my wife's iPhone, I won't be buying one from this store. read more

Customer service is hit or miss. One out of three times you will get someone worth talking to. Avoid if you want great salesmanship.

This place sucks! The customer service is horrible! I have gone in here a few times to get help and try and upgrade my phone, but after walking in and them "checking me in" I have waited for over 15-45 minutes to get help! I went in on a week day and the store was empty. There were maybe two customers in the entire store and I would say about 6+ employees and I still waited 15 minutes to be helped and I WASN'T even helped I ended up walking out! That is ridiculous! Why does it take so long to get help and have good customer service?!? Don't get me wrong I LOVE Verizon and my plan, but this store is horrible! Go to another Verizon store because this one will waste your time. read more

This store needs to rethink the way they take care of their customers. You walk in, sign in on the computer and wait and wait and wait and wait. I've never seen a system like this before. Even if all you want is a replacement battery or headset, you need to wait forever for someone to help you. I've given them several tries on various days, same thing. Do yourself a favor, whatever service or product you need, go somewhere else or go online. read more

Usually each time my husband and I come in here, we have an amazing, helpful and friendly experience because we were always helped by Sia. I would give him 5 stars alone. However, this time we were helped by Michael & from the get go, he had a horrible attitude. We wanted to trade in my phone for a gift card because i had bought a new phone the previous day from Sia. Michael had the demeanor that he didn't want to be working there and it wasn't even busy when we entered. He had an obnoxious tone when we asked how we could receive the trade in money & if we could just apply it in our next bill. His response was, "I. can. give. it. to. you. in. a. gift. card. and you can do whatever you want with it" He spoke it as if he were talking to a child with a condescending tone and mannerisms. His mannerisms and tone stayed that way until he realized, something went wrong with our trade in. We stood there for 20 minutes while he pretended to know what he was doing & then looked helplessly towards another coworker to figure out what went wrong, or should I say, what HE did wrong. In the end, we left without our gift card but the phone already traded in. He told us to wait a day & if the email for our gift card doesnt pop up, call tomorrow. He didn't even bother to apologize for his mess up or for having us wait so long for him to figure out what went wrong (which he didnt find the answer to) & he even had trouble looking up documents on the Verizon App, which I had hope they would have informed their employees to be familiar with it. The next day, to no surprise, the email did not pop up. I honestly wouldn't be peeved by this if he hadn't given us extremely poor customer service to begin with, but since he did, this was just more fuel to the fire. I wish I had read the reviews on here cause I see, I'm not the first to have a bad experience with him. I can understand customer service jobs are not easy because i've worked in numerous customer service establishments for years. However, I also know to never speak or act the way he did, towards a customer. I will be calling today to see if they can fix it & I sure hope they don't need us to go in store again because its a 30 minute drive for us WITHOUT traffic & I don't want to have to waste my gas for his mistakes. read more

Went today... Had great service today when I went in... Thanks Abe.

I switched from Sprint to Verizon for an improvement in coverage in the Waianae area, however lately it seems that there a a number of dead spots from the Leeward area all the way into Waikiki. Almost as if Verizon is purposely degrading their 4G network to get their customers to pay more for their 5G network. $45 per line providing that you have four line on your account. I only have three lines so it's probably going to cost me more. read more

This is my 4th or 5th time at this store. As usual greeted at door and signed with text tellin me I'm next. We had service REP Britany and she was great. Had to replace a defective phone and change service plan and it was quick and well explained first phone she turned on had some barely noticeable lines so she swapped it out for another one after pointing out the defect. Synced it up to my iCloud and I was off with a new phone fast. Didn't try to sell me stuff I didn't need and put on the screen protector for me. Great service read more

Jorge did a fantastic job helping me with a pay as you go phone for my mom. He explained to me the program and set up the phone quickly. It's a easy and simple plan, better than other plans I tried. Personal service is far better than on line chat for us older folks. Ask for him if you go down there. read more

I bought a phone (Samsung S8) and some accessories last Sunday. Unfortunately, I was having issues with the reactiveness of the screen because of the glass protector. We went back today (Tuesday), and have it replaced. Michelle assisted us and was very accommodating and nice. Becky assisted us on our first visit. Equally nice and accommodating. Excellent customer service. read more

First I was serviced right away. Had Aaron as my sales associate and he was so personable, patient and knowledgable on my products that I was interested in. I really appreciated his help. Next when I went home I didn't understand how to work one of the features on my new ipad and went back to the store. He was out by then so I had a woman named Brittany help me. She was amazing. She helped me with things not only related to my services and my new products but took the time to help me with ones that weren't even the stores. Thank you very much Aaron and Brittany for all your excellent sales service. Claudia, a very satisfied Verizon customer. The Next day I had to return items and again fast service. From the lady Marlene who was extremely personable greeting me at the door to the woman Katie who was extremely knowledgable, personable and gave me no feelings of discomfort for returning items. Once again thank you very much. Claudia, a very satisfied and returning Verizon customer. read more

This place was the one that made me change carriers once I told the representative that I was thinking to change he gave me an attitude also acted like I didn't matter anymore to them. Also they always gave you the wrong information. read more

Much better than the Verizon store at the Moanalua plaza. Employees communicated with each other to help us get the best deal.

I've been in this store twice and both times were fantastic so i don't understand why they have such a low rating. Anyway my most recent experience was actually with someone from the call center. I believe his name was Sam? Ugh i should have wrote it down! But he made my day! Like seriously I was having such a lousy day until I called. The reason I called in the first place is because my mom has a phone with Total Mobile and the customer service was just awful! I was treated disrespectfully and talked down to! I told my mother that we were changing her carriers so i called Verizon to find out how much more it would be. "Sam" had the sweetest, up-beat, and welcoming voice. He explained the costs and I also told him I was interested in adding another tablet on our plan as a bday gift for my son. He offered me a tablet they were selling at no cost with two year contract and to top it off he upgraded my shipping to overnight so that I would get it in time for my sons bday on Friday! Thank you "Sam" if that was your name. You're the best. I love Verizon. The customer service tops T-Mobile and At&t and definitely tops Total Mobile. read more

I've been here a few times within the last few years for the new iPhone. And every time I go here I'm always in and out without any problems! Really love the customer service they provide me every time I walk in the door. Today I picked up the new iPhone and had a bunch of questions regarding the new plans and how much things would cost and Mr. Jay answered all of them without hesitation and Mrs. Michelle also stepped in and made sure I was getting what I wanted. Really appreciated all the help they provided me today, and their service. I would highly recommend this store to my friends and family! Thank you so much Jay and Michelle! read more

One of the few VERIZON stores on the island that I like to do business at. Very professional and really nice ppl work here. Every time I go here the wait times aren't too long and they answer every question and very helpful. read more

Sales Rep John Wu was very helpful and greatly knowledgable. When needing assistance I highly recommend him.

I had a really great experience with this verizon store. The staff were all very friendly and polite and Jeff Castillo, who was helping me, was especially great! Jeff helped me get the phone and accessories I wanted, making sure i got the best deal I could; a phone, case, car charger, bluetooth speaker and screen protectors for just under $200. He made sure all my contacts and pictures were transferred to my new phone and he even made sure I got my mail in rebate ready to drop in the mail. He was extremely helpful and I will absolutely go back to this verizon store in the future. read more

Don't bother calling. I've been on hold for over 30 minutes and am yet to hear a human voice.

Jeff was cool and helped out my mother in law convert from an old flip phone to a new smartphone

Worst costumer service ever! I dropped t-mobile went into Verizon and bought a i-phone, the htc thunderbolt , both with unlimited data & call contract, apple protection program and a several accessorizes... now a short 2 months later I have water damage and they say I DECLINED the $6.99 mo insurance plan? WHO WOULD SPENT THAT MUCH MONEY AND NOT INSURE?? NOT ME!! I specifically talked to the stupid sales girls about WATER damage and my worries because I surf & I have 2 TODDLERS I'm not stupid , I buy insurance on all electronics, What ever happened to the customers always right! I'm getting screwed out of $450 dollars because of their poor service, what a wonderful welcome to this company, I can hardly wait to see what other problems I'll have over the contract coverage.... I'll drop Verizon the day it's up! Don't Fall For This Shitty Co. read more

I recently went to this store to buy the iPhone 5S. The salesman who sold the phone to me was very polite. Everything went smoothly and I was able to open a new line and purchase the phone with no problems. The problem was when I decided to return the phone the next day because I felt the extra features on the 5S were not worth the extra $100 on top of the regular 5. It felt as though the salesperson was trying to prevent me from returning the phone after finding out that I had purchased the Galaxy S4 from Costco (it was $70 cheaper, no activation fee, and included additional items like the phone case, car charger, screen protector, etc.). At first she told me the line I had opened for the 5S had been open for a while, and I had several other phones on it before the 5S, which was a lie because I had just opened a new line under my family plan for that phone. Then she transferred the phone number from my Galaxy S4 to the iPhone 5S without telling me and told me that I had to wait for a few days before I could terminate the line, and I needed to pay the early termination fee of $350 if I were to terminate it right now. That was also a lie. I called *611 later that day and confirmed that new lines can be terminated right away without paying the early termination fee if it is done within 14 days of opening the line. She swiped my card (which was probably just done on any random screen, who knows) and did not give me a receipt for my return, and after 2 days of returning the phone, I still don't have the credit for the phone in my bank statement. From what I understand, swiping the card should make the credit appear on the statement right away. All in all, the worst experience I have ever had at a Verizon Wireless store. read more

Beware of pushy, lying salesman. Looking straight at me, he told me 3 Lies: 1) My daughter was maxing out her 2 gb data allowance every month. 2) The Droid 4 was no longer available 3) The Stratosphere was no longer availble. In fact he said no smartphones with physical QWERTys were available. He did allow us to leave the store though, when he realized we weren't going to make any changes. I thought I was ready to upgrade, and change plans when I went in the store. The red flag went up with lie #1, but I didn't know exactly how much data my daughter was using. It turns out to be an average of 0.8 MB. Not even close. Actually the flag should have gone up when he said he could throw in the cover and put on the screen protector, no problem, then my wife asked, Is it free and he said no. Not a lie but a smooth way of adding to the bill. I told him Otters are way cheaper at Amazon, and he said how much. Didn't even reply when I said @ $20. If Verizon wants to employ salesmen like that to increase their sales, they must be recruiting from used car lots. read more