I was toying with the idea of upgrading my iPhone and in the process switching from AT&T to Verizon so that I could bundle the new phone with my iPad. A coworker went to this Verizon store over the weekend and was telling me that she got all these great deals and discounts, along with them buying back her current device and then giving another discount for bundling her iphone with a tablet, etc. I went in 2 days later hoping for the same great deal only to be totally confused by the associates explanation of what my options were, deceived about the difference in the pricing options, not being able to bundle iPhone with iPad for some reason, no discounts/credits, nothing. Not even any incentive to come over from AT&T. Would end up costing me a lot more than what I'm paying for with AT&T. Also their service was slow and they weren't very customer service focused. This guy just wanted me to sign off on whatever and be done. I recommend checking out ALL of your options thoroughly before deciding on switching to Verizon, and definitely before going to this particular branch. read more

My friend and I walked in this store the other day. The store had at least 7 employees standing around and talking with each other. We were not greeted or asked anything..We were completely ignored. After about 10 minutes, Enough time for me to explain the differences between phones to my friend. We looked around and still no help. So we left I looked at one group of associates and said thanks for your help in deciding what store not to come back to. She just smiled and said have a nice day! read more

I went to exchange a phone I bought from a different store because I was not satisfied with the phone I have bought and my experience at this store was superb. Fadi helped me out and his customer service skills went above and beyond. He took his time to educate me about the new phone and it's features. I left the store comfortable and really proud of my new phone. read more

This location of Verizon gave me the customer service experience equivalent of a car wreck.

Best experience I had here. I definitely don't know why people are giving this place low ratings I little came in to switch carriers and I was out in less then 25 minutes. Fadi he was so cool very conversational person he helped me with everything hooked me up with some AirPods. And we were just talking he so chill and everybody else that works there are so fast with their and know what their definitely coming to them if I have issues. And happy I switched to Verizon! read more

Really really poor customer service. I will never go back in to a verizon store. All of my changes and purchases will be done with the amazing people working online and on the phones. Walked out with a new iPhone6 and my sales rep "set it up" for me without my concent. C'mon man at least give me the courtesy of telling me that I needed to go home connect to wireless and upload my &@$ from the cloud. Had to reset whole phone to pull all my info in. Thank you Verizon sales associate for wasting my time. "All set" please!!!!! Never never again. Boo!!!!! read more

The only reason this review gets one star, is because there is not a zero star option. Having my fiancé's daughter going to school in another state and having to endure the behavior from a "customer service" sales rep that she did, for two entire days, is reprehensible. You can reference the review below with more details from Lauren H. On top of everything that Lauren described,you can imagine how frustrating it is as a patent to experience this. 1. Your daughter is in an unfamiliar city, in another state. 2. Her phone breaks 3. She has purchased and paid for a new phone online. 4. She is an authorized user on the account, and there is a specific note on the account that states that the phone is to be given to her, per customer service. 5. She goes to the store and Jen will not give her the phone. Stating that she needs the credit card that was used for the purchase. 6. Her father then sent her a photo of the card (as he is in another state), and spent over an hour on the phone with customer service. Customer service was shocked by the behavior in the store and offered to call themselves. 7. Meanwhile, as this situation is unfolding, her friend and roommate left for a few minutes to grab a smoothie. Upon return, she was refused re-entry , leaving one girl standing outside, with no where else to go, in an undesirable area, and the other alienated inside with verizon representatives that were not only rude, but intimidating as they talked about her amongst themselves,right in front of her.......This is just day one. She did not get her phone, and was asked to come back tomorrow. As parents we assumed that this issue would be resolved upon return the next day. -When the girls returned, they were met with more unacceptable behavior. Rude comments and attitude from both Jen and the other representatives. They were met with nothing but negative behavior, and had to stand there while the rest of the representatives talked and gossiped about their situation. -Her father spent an additional hour and a half on the phone with customer service trying to get some help with the situation that was occurring in the store. -Several hours later, after calls from customer service to the store, and the embarrassment that my fiancés daughters had to go through, they agreed to give her a phone.......But she had to pay for an additional one with her own card. The one that was paid for online was unacceptable to Jen, and they would not authorize her to pick it up. Therefore, we have now paid for two phones, and will only be leaving with one. -Once Jen conceded, and finally agreed to give her the second phone that she paid for in person, she told her that she would do it, but that our daughter would have to go to the back of the line, and that it would be approximately two hours before she would actually receive it. This is after she had already been at the store for over an hour yesterday and several hours today. This is more than unacceptable. This is not how any respectable corporation would allow there employees to treat their customers -We have been verizon customers for 10+ years with not only personal accounts, but with business accounts as well. -After this behavior and treatment by Jen and the other representatives at the store we will be discussing this at length, contacting Verizon directly with these facts, and very seriously considering taking our business elsewhere. -Our children all have cell phones because we want them to always be able to communicate with us. Their safety is our utmost concern, especially as they leave for college out of state. -This store, its employees and specially Jen have done nothing but make a stressful situation worse. Shame on all of them. Management needs to re-evaluate what is best for there location, store and coorporation. -Verizon, is this the image that you want? You are spending millions of dollars in advertising to emphasize your brand and exceptional level of customer service. This experience has proven to show the exact opposite of what you stand for. Ps: thanks to Vanessa for stepping in at the last minute to help out and resolve this issue. We are so grateful for your effort. https://www.yelp.com/biz/verizon-phoenix-8?hrid=LjaelyBklCO_JYmg_SxQ-A&utm_source=ishare&utm_content=review read more

Terrible service! Worst location I've ever been. I had to go to this location in the past, never liked the service. This time I went in and they immediately approached me at the door, first time ever btw, and asked me to leave immediately because I had my dog with me. I had brought the dog with me before. They said it was company policy, I went to another store and guess what....it's not!!!!! Horrible place!!! Considering on dropping them entirely! read more

The associate Fadi at this location was probably one of the most helpful associates I have ever had. He helped us resolve an account issue and get a new plan. The only reason I spoke with him was because the account services people over the phone were so bad. We had one lady, that was extremely rude and blunt with both my wife and I, get upset and outright hang up on me. Which we then had to call and wait on hold for another 45 min just to get back with someone in that department. Anyway, what the liability people over the phone couldnt do in almost 2 hours, Fadi was able to work through in about 30 min or so. And he explained everything along the way.I will never call the 888 numbers again. I would rather just go in to the store and talk to someone who solves the whole problem in about the same time you would sit on hold when you call in. read more

I have been with Verizon for many years now. I am on the family plan. I have my Brother ,his wife ,all their kids on my plan. So yes my bill is high. I have used the same cell phone for 3 years now and it still works just fine and really well. It is the kids that like to destroy their phones. Anyone with kids you know this. So I had changed my plan 2 years ago to get better coverage. All the kids do is text. I do not know if they even really talk anymore! The texting these days is unlimted which really saves me a lot of $$. The new phones always go to the kids. Yes, that is what I said. Hey what can you do??? This store has always been very helpful in getting new phones, fixing my plan and updating everything I do. It is very busy in there all the time though. Sometimes more busy than others. I like it that I can pay my bill on line though. I always see people in there paying their bill. Ugghh, that would be such a pain for me. Lots of parking outside, but be ready to wait. read more

Always busy. I always long lines. Always long wait, but not today. 10 minute or less wait. 10 minutes or less to set up new account activate phone for which I am most grateful. While I have ulterior motives for activating this phone for only one month maximum, I intend to enjoy my month off 4G service and Verizon customer service to the fullest . All I think Verizon's data service is a little high priced, no one is better than Verizon in terms of customer service and network coverage, and customer service in this store today at this time, was exemplary. read more

James was a great help! Explained all in full detail. Plans, data, iCloud etc. for the first time I understand how the whole system works. Period! Friendly service, patient with my dumb questions, just answered every question I've ever had and he didn't rush me read more

The first time that we went the staff was friendly, but that could have been because we got 2 new tablets, and new phone, and 2 gizmodos. Took longer than expected, but at least the staff was thorough and friendly. The next time I went back, the store closed at 7:00pm and I got there at 7:02 and was met at the door and told sorry we are closed. Not wanting to hear what was wrong or anything. I tried to tell the guy that I just drove from the other side of town and he didn't want to hear it and didn't care. "Sorry we are closed, you can go to another store that stays opens to 8". I thought it was quite rude, but I'm sure the manager won't check the reviews they get here and probably doesn't care. read more

horrible service, waiting on hold forever and ended up talking to someone with verizon that couldnt help me what so ever, pretty lously service then proceeded to hang up on me lol verizon you are terrible read more

Let's just say the worst service and very dishonest people, I feel like I'm dealing with bunch of car salesman...I wish I had a choice to take my business elsewhere read more

Mike Para helped me with my 4G Jetpack (hotspot) that has been malfunctioning recently. Mike offered some of the best customer service I've ever received at a Verizon store. He listened to the issue and the steps I'd gone through to remedy the situation, then did some trial and error himself, and then looked into multiple options for me as to how I could proceed. He laid out a clear path for me to choose from - what else could a customer ask for?! Solutions and options! Really appreciate his attentiveness and kindness which compelled me to write this review! Thank you, Mike! read more

Don't ever go to this store! Sales rep (i.e. Heath, sales rep at store) was rude and other reps lied about pricing. Went in twice within a three day span and prices on iphone6 changed daily. Service is solely based on what they are able to sell you on commission. read more

Today, after reading some of the terrible reviews, went with my husband to this corporate owned store as had spent way too many hours on the phone with Verizon Tech Support to no avail. My husband's three week old phone has had way too many issues. We were greeted by Mike who fixed all the issues in about 15 minutes. He was extremely helpful and efficient. Thank you Mike. read more

I was in the other day and I had the pleasure of working with Jennifer Smith. The best customer service I have experienced at Verizon. I wish more people at this company were as helpful as she is. read more

I would rate this store 0 stars if it were an option. Came in to purchase a new phone and waiting about 45 minutes to even be talked to about my options (already a poor start). When I finally received service, the gentleman was extremely confused about trade in and had to find somebody else to help him (seems like poor training to me). Then I waited for him to set up my new phone, handed him my credit card and was told I needed a different card because the card I gave him (with my matched ID) didn't match the address on the account. I told him that the account is in somebody else's name and I could give him my proper billing information. He told me "No, we're getting ready to close" so I asked to talk to a manager and he told me "My manager can't help you". Glad I didn't give them my phone because I will now be switching phone providers all thanks to this store! read more

I have given this store several attempts (two in person interactions) to resolve an issue with my bill after first being told to allow them to resolve any concerns directly. Of course, if someone asks you to come to them directly you should be obliged to do so. Before I go on, allow me to provide a premise for my terrible service with this store. One afternoon I had a couple hours to spare so I decided to see if I could find a decent deal on a phone as my S4 mini was on its last leg. I came into this store and after about 20 min wait Omar came to assist. He was helpful in answering my questions on the different phones and I told him that I did not want to spend too much more than my current bill for a new phone and plan. Long story short, after nearly 2 hours of back and forth between he and his behind the scenes manager I was assured that my bill would only be about $5 more than the current cost. Please keep in mind he added several other features that I did not need but kept telling me were necessary to keep my monthly costs low. Overall, with the breakdown he provided I didn't see any out of the ordinary costs so I agreed to the upgrade. Along with the upgrade, because I agreed to an accessory package and another phone case he promised a $15 credit on my next bill. He did inform me that my next bill out be higher because I was switching plans and including new features, so I would need to wait until the follow bill to see the new rates. The next bill was higher as indicated but I did not see the $15 credit that was promised. The following bill was not $5 more but $10 and again no $15 credit. I sent Omar several texts as he requested with no response...not even a "let me look into it for you" text. Due to the lack to communication I decided to go to the store. Zebastian recalculated my bill and found where the error was. He stated that he was going to speak to his manager for a $5 credit plus the $15 that was previously promised. Since his manager was not present he asked to allow me the next day for approval, which he later obtained. However, the next bill comes along and no credit. Again, I text Zebastian as he requested with no response! As a person who has worked in a customer service type capacity my entire career I understand the difficult role these gentlemen undertake. However, because I was their customer and they provided me assurance twice it is disappointing to receive this type of service. Because of this experience I have little faith in this store whatsoever. If I could get better reception with other providers I would leave Verizon in a heartbeat just because of the service of this store. read more

Absolutely WORST customer service that I have ever received when making an expensive purchase such as an IPhone. Staff condescending, uncaring and seems to care about only making sales or up selling to patrons. Representing an example of new lows in ' customer service ' in the American marketplace! Do NOT use this store and may I add if Verizon doesn't improve their customer service I advise shopping for another carrier! read more

Very helpful came in to close my account with a a sleeping toddler in my arms. My name was taken at the door I was invited to sit down. Once my name was up there play came and sat next to me and helped me accomplish everything I need it without even having to stand. It was great and very much appreciated. read more

Great service!!! I went into this store to upgrade my phone in the process went very smooth. Every time I'm in I am treated with respect and courtesy. I will come back! read more

I took my grandma here to start service. I'm her full time care taker and she is on oxygen 24/7. And I also had my 1yr old and 9yr Old with me so I had my hands full like always. We waited almost 30min for someone to help us and when he finally did come around he had us do the credit app and said that we had to call in to the credit department to verify identity so she did and he walked away and helped someone else the call literally took 2min. I asked for help from someone else because he already started working with someone else and we waited 20min for him to come back. The next person said your approved for the 4 lines we asked for and the phones so go pick them out and we did and came back to him and he was helping someone else. So I go ask he manager why can't we get someone to stay an help is with this transaction my grandmas having a hard time breathing and can't be out long. She replied if you call the credit department your not getting phones today there's a 24 wait so you mine as well go home I can't even describe to you how rude she was and how rude everyone was having us be there almost 2hrs just waiting if I didn't go and ask we would have been there longer. Her name was Jennifer by the way Asian and extremely rude!!!! It made us not even want to go with Verizon. But since we were already approved and they ran the credit we just called the sales department gave them the app number and they said they have no idea why the store said you have to wait 24hrs that's not true, they got are services started that night and overnighted is the phones no charge. I would never recommend anyone going there customer services is the last thing they have read more

I love this store. I've always revived the best customer service here. Toni Monley is on of the best employees Version has.

Helping bash this Verizon store, like they don't have bad reviews... I have got 4 defective replacement phones in a row from them. Figured I could get a new working one now. Nope, the only fix they have is to send more replacements till maybe I get lucky and get a working one? Or just buy a new one my self and forget the fact I have been paying $9.99 a line for years for nothing. Bad logic, bad service, con artist at its finest. read more

Quick and painless customer service from Daniel who greeted me at the door and walked me out. Thanks Daniel! Very happy.

Today I really needed help and Frank the manager came through for me BIG TIME. I needed to make my iPhone global for a business trip to Europe. I thought the Verizon iPhone 4s was global and I just needed to go online to get that service. Not True. The phone is international "capable." You need to get a SIM card and get it programmed for international. Leaving tomorrow, today is Sunday, what to do? Customer relations had no clue. I went to the 16th St. store and Frank did what was needed-- quickly and courteously. He didn't even tell me how stupid I was for waiting until the last minute. Thanks Frank. read more

Terrible customer service. Won't make it right, even when it's their fault. Directed me to call corporate.

This place is absolutely awful. My Samsung Galaxy S7 started acting up. It would not fast charge. I needed to get a warranty replacement on it. I called Verizon who suggested I go in to the store and have them fix it. I called them up to set an appointment. They just asked me to bring it in. The girl who sent me there said they could also file the warranty there. Well, I mozied on over and the first girl was helpful at first. Then, she kept running back and forth to find a fast charger. She couldn't find one and asked if I had mine on me. I said I didn't and she asked how far I lived. I said I don't live too far, but I really don't want to go back home. She said she could sell me one. It was $35. I opted to go back home. I return with my charger and demonstrated the issue to the next person who "helped" me out. I showed her my charger and instead of using it, she simply went and got the one that the previous girl had tried to sell me. What a waste of my time. Anyway, she showed me that it was charging, and that it should say it's slowly charging if it was. Yes, it will say that if it was going to charge for 8 hours. This one was less than an hour and a half. She kept arguing with me and raising her voice. While I'm being assisted, her coworker had told her that her previous customer had come back because she ended up giving her a phone that couldn't even dial out. The previous customer was travelling abroad and needed international service. It was an issue with SIM cards. "I think you need to keep that one in there and put that one in when you get there." Well, I think someone else should be helping us instead of someone who doesn't know what they're doing. Back to me. She was very rude and condescending with me, and really failed to acknowledge my concern. She got angrier and angrier at the fact that I simply didn't just walk out of the store after she had shown me what she believes to be a fully functioning phone. She really thought she knew my phone more than me. I asked if she was a Samsung user. She wasn't, but she still thought she knew more than me to be condescending throughout our entire interaction. Instead of actually helping me, she had me sit down away from her while she pouted behind the counter. Imagine a child that wanted to leave, but the parent simply told them to be patient and stop pouting. That's what she looked like. It really was a one way conversation with her. Even without being someone who uses a Samsung, she really was completely convinced that she knew about my phone more than I did. I simply handed her back her charger and cable, thanked her, and left. I later sought the help of my friend, who is really techy and knows more about phones than I do. We decided we would back it up to his laptop and do a Factory Data Reset on it. After plugging it in, he immediately said, "I already know what's wrong with your phone." I look at his computer and I can see the program glitching. I, too, already knew for sure that the charging port had gone bad. That's what I had suspected in the first place. I was really pissed at that point knowing how much of my time they wasted at the store. Instead of helping, they seemed to rather not want to help, but instead get me out of there as soon as possible. We ended up not backing up to the computer since it couldn't stay connected long enough. The Factory Data Reset ended up fixing the fast charging issue, but it could not fix the connection issue with the computer. He ended up helping me file a warranty replacement and got me taken care of. This store is absolutely awful and before my visit today, I would never have believed the 2.5 star average. After having gone there, I feel like it should be lower. Drive back home to get a charger? Really? and then argue with me like I know nothing about a phone I've had for nearly two years. I will be paying my phone off once I get the replacement in and then I'll be moving to a competitor. read more

Why have a brick and mortar store when you cannot service anyone. No it will take 3 days for that replacement phone. No I cant offer you an upgrade because you would have to go online for that. No the warranty deductible is $90 the cheapest phone we could get you is 600 but online you can buy one for less. No service Bad attitude I have been with Verizon 15 years and now think I should leave. read more

This store is grossly understaffed, came by twice before wait times were 30-40 minutes, sticking it out today supposedly 15 wait. A visit to the DMV would be more satisfying. read more

I have had to go into a Verizon store several times within the last year and a half. Every single time, I have been incredibly disappointed with the customer service. The employees are not friendly at all. They play games on their phones right in front of us when they are suppose to be helping us. Each and every single time they were suppose to mail me replacement phones (because they all keep breaking) they get something wrong-- whether its the address, the products, etc. I have never ever been satisfied with Verizon. I have to go days at a time with out a phone because of Verizon's mistakes. They have caused nothing but trouble since I joined. read more

I went to this store 4/10/2014 and was Daniel took very good care of me upgrading my phone. I went back 4/12/2014 with my wife to return a item that was defective and upgrade my wife's phone. My wife is handicapped and had to go to the bathroom, they told her to walk over to the McDonalds which is about 100 yards away. My wife got pissed and so did I, after my wife left the store I approached a female displeased with their flip additude. When I mentioned my wife having to walk that far several of the young wise mouths said so what. One female and one guy felt the need to mouth off over the bathroom issue, even with a handicapped person. Of course I got pissed with their additudes and expressed my displeasure with Verizon and their wise mouths. I told them now my wife refuses to buy from that store and they said they don't really care. They then told me to leave, that they would not do the refund. I've been a customer since 1995 when it was Alltel, and then when Verison took over I stayed with Verison. When I mention this they said they really could care less. Of course being 62 and handicapped myself, I then told the female and one guy for both of them to F-OFF. The customer service has really gone down since they are the most popular wireless company in Arizona. If I can do anything to assist in taking them down a few levels I will. If Verizon continues to hire and employee people like this with absolutely no customer service professionalism, Verizon will fall like a rock. If I had not gotten my new phone 4/10/14 and now being stuck with a 2 year contract I would have jumped ship and gone with Sprint. Verizon is going to have to do a lot of butt kissing to keep me with them when the 2 years is up. read more

If I could give zero stars I would, this location is filled with rude employees who are constantly trying to get more money out of you. A customer service technician on the phone told me I could get my upgrade fee waved and that he placed a note about it on file. The employee at this store said that didn't apply to their store so I attempted to order a new phone online and then pick it up in store. The employee was outraged and gave us a new representative to help. Once we got to the point where I had to my card out to play they told me I'd have to pay 100 more dollars for a scratch on my phone or get it fixed through their service. The cheaper service is 29 dollars and takes 3 weeks to have them come to you. I am so frustrated. Please don't waste your time coming here. They are money hungry vultures looking to exploit customers for their own well being! Commission must be pretty sweet for them to treat people like this! You just lost a customer who has been loyal 5 years. read more

Wow, another negative experience at the 16th St. Verizon store today that I have no choice but to write about it. The customer service is horrible - the man who helped me was RUDE and smug when I explained a problem I was having with my phone. He actually laughed at me... wow. I don't appreciate to be treated this way in any situation, especially in a customer service situation where I am the paying customer. It may have been Apple's fault that the phone had a malfunction, but Verizon sold me the phone and they should be more accommodating to paying customers. read more

If my experience is any indication, be prepared to wait a long time for what I would classify as substandard customer service. Moving forward, I will call Verizon directly. My opinion of dealing with the individually owned store was like a marriage of the swiftness of a hospital emergency room with the integrity of a used car dealer. No thanks! read more

Most inefficient place I've been at. Told it would be 30min and turned out to be an hour. All I needed to do was replace a carrier clip. Everyone was pissed off in the store. You can't get simple service without waiting. The only positive was the guy who checked us in finally got a clue and got me a new clip before my name was called. The want personalized service but there only getting pissed off customers once they start to help them out. Oh yea employees there park in the prime parking in front of the store. I noticed this while we were waiting. If you have a lot of spare time on your hands then this is the place for u. I will never go back to this store. read more

I got a quick greeting and was then introduced to a balding employee with a short man complex. I only wanted a phone charger because the one I recently puchased from Verizon died, Nepolian picked up one off the rack, asked how I wanted to pay. I gave him my ATM card and he asked for a photo ID even though my picture is on the card. I just moved back here and the DMV hadn't sent my license to me yet, I mentioned my photo is on the card, showed him my Costco card with my photo but no good...he needs to see a state ID card. Found a great charger at a drugstore for $18.00 less. Bite me Verizon, learn to help your customers, you're in a service industry! read more