Went in to upgrade my iPhone. I was told that there was gonna be an in store wait of 2-3 hours. The associate said I could buy online and pick up within 15 minutes or so, so I did that. Mobile service at Verizon was slow, but that's not necessarily the workers fault. Once I ordered the phone I wanted, there was no option to have an in store pick up. The phone got sent to the wrong address and I couldn't change it. The associates refused to help me and their customer service number wait is unbearably long and text support is like speaking to a wall. I'm done with Verizons bad service and bad customer service and high prices. AT&T down the street looks to be a better option. read more

This Verizon store has the best customer service. Especially Selena!! Its a very hard job. I wish that customers would understand that there are many licensed Verizon stores owned by other companies that are not full Verizon stores. They have much less inventory on display. It should be obvious. That and the fact that some actions are beyond their ability and must be handled by the customer calling the customer service phone number. No, I don't work there, but I've seen this quite often. read more

This store should be shut down. I arrived at 640pm tonight was put in que. Stepped outside after waiting 15 min and my 11 year old daughter was inside waiting for us. I tried to open the door at 7:05pm and it was locked with my daughter inside. I had to call my daughter to get verizon to let me in and was told I couldn't cone in now even though I was still in que. I was told my daughter coukd stay but I couldnt then was told I lost my turn so my option was to come back at 10am tomorrow. Awful way to treat a customer. Would never go to this location again. read more

There lucky that I gave them one F**kin star. What happen to taking care of the customers. If the store employee missed up on upgrading your device (Craig). And the store manger couldn't fix that day. And that some day I had to call Verizon cuz they for got to activate the phone. So you'll think when you come back. They'll take care of you right. Like wave the upgrade or something to say sorry that they fucked up. But I guess not. Sucky store. Just remember take care of your customers. Customer comes first. read more

Nice lady at the door... went in to buy a quick tablet. Just wanted to add one to my account. Waited for 10 minutes after I was told it would be a 5 minute wait.. saw that there were still people ahead of me on the list, So I had to leave. Kind of a bummer that you can't just pop in and buy something. I wish they have a way you could just walk up buy your item and check out. Too bad they lost my business read more

One of the worst experiences. First off the staff and i mean ALL the staff have terrible personalities. They all act as if helping anyone is a bother. One of the staff members (Zachary) needs to go back to training for his job. He is incompetent and is not well versed in customer service. He was standing there annoyed he was helping me and kept walking away then coming back and saying "anything else?" I'm like well you haven't even helped me buy a phone so i guess not. Then i walk away and he yells " your gonna get a survey about me helping you, it's for me not the store". I just kept walking. Then i get to the door and a blonde weird haircut employee starts saying to me, you know he's new and i didn't like your interaction with him. He is on the phone with his mom cause he is so upset. I like are you kidding me??? She was like yes and you aren't welcome in this store anymore. I said dont worry i won't spend anymore of my money here. Good riddance to trash. read more

Wish I could give zero stars. Customer service experience was so bad that I will moving 4 lines to another phone company after 15 years. They are very good at telling you what they cannot do. Don is horrible on every level. Thanks for the reply but there won't be a next. Don and two managers have no clue about customer service. You are losing all of my accounts. read more

Manager Joseph has no clue about customer service!!! I came to return accessory item purchased... Guy didn't even look item up.. blindly refuses the return... Had to call corporate and got full refund and they send shipping label.. No wonder this store is at 2 stars !!!! Avoid this location!!! read more

If I can avoid going into a Verizon store, I will, but the iPhone 4s was being released on October 14, and I couldn't wait. I called the Scottsdale Promenade store at 8:05 am and they didn't even answer the phone, so I called the Desert Ridge location. They picked up on the second ring. They assured me if I came in the morning, I would get a phone, but they couldn't promise one in the afternoon. Since I was driving down towards Scottsdale to get on the 101, I drove by the Promenade. The line was at least 40 deep outside the store, so I headed over to Desert Ridge -- one person in line! They had employees outside handing out info sheets and forms to get you started. They were so upbeat and friendly. Really, was I at a Verizon store? When I got inside (they were letting in small groups at a time as people were leaving), they had another employee directing us to the new phone test area, where we could ask additional questions before being turned over to the sales rep. (And I had a lot of questions, since this is my first iPhone). Billy, my sales rep, was efficient and really patient with me. It was a pretty easy and quick process until we realized the keyboard on the phone didn't work. There was a process he had to go through to undo all the work he had done and then get me another phone. I am grateful I tried to use everything before I left the store. It just made my visit a little longer, but when I left, I felt confident that I could at least do the basics on my new phone. So happy with my new phone . . . total shock and awe with such a wonderful experience at the Verizon store. This will be my store of choice from now on! read more

I have no words for the poor customer service I received. I gave this company 4 days to correct a problem before switching service providers and after doing so I get 4 phone calls asking how to re-establish a 10 year relationship with me. My answer "don't charge me 299.00 for your mistake and have your higher ups tell you they will not fix it" Maybe good faith would have been shown if the big wigs would have made that call instead of making the $10.00 an hour guy have to do your dirty work! Shame on Verizon for the lack of respect. I gladly gave ATT my business just to rid myself of the poor service provided by your Paradise Valley and Camelback locations. Maybe you all should do an undercover boss show to see why people are leaving. read more

Terrible service. I would not recommend this store to anyone. Three visits here over a few years have all rendered the same results: poor customer service skills. Its appears it starts from the top with a smug manager who never smiles and seems as if his job is a chore. My assistance from a female associate was no better. Her frustration with my lack of speed pushing the buttons on my device was quite evident leaving the experience with a bitter taste in my mouth. I had come in to activate my new phone (an older phone purchased from Ebay), replacing my current device. I stated that all of my phones have had the screen burn out on them. Her response was, "maybe you need to cut back on how much you use your phone". Wow. Maybe I need to switch to a company who treats their customers better. read more

Waste of time. Don't go to this store. Showed up this morning and they told me I needed an appointment. No problem. Came back this evening for my appointment and every question ended with the answer "go online and do that yourself". No interest in helping at all. I have a dual AT&T and Verizon phone. The AT&T store could not have been more helpful and friendly. Totally opposite experience with this Verizon location. Its time for the manager to show up and do some training... read more

Went in today to transfer service from another carrier. Renee was the associate who was assigned to assist me. I found Renee to be very knowledgeable, friendly and most importantly, very efficient. I really appreciated the great service she provided. read more

I want to give a big shout out to Will who works there! He cared more about helping us than anyone at that location has in the past. Even called me to let me know the status of our refund! I will always go there to look for him! They need to hire more guys like him! Also this location needs to start connecting a little more w it's customers and think more outside the box ! Like will calling me and letting know I could text him or call any time was a shock!!! read more

I haven't always had the beat of luck with customer service at Verizon stores. Today was an exception. I had the opportunity to work with Don. He was fantastic. Polite, thorough and knowledgeable about his products. I ended up purchasing an IPad 6 and it was one of the smoothest transactions I had at a Verizon store. Don, thanks for a great experience. read more

This is the worst store . Dont go to this place. Incompetent imbeciles working in this place. Completely un ethical and liars. I specifically asked them i dont want protection plan and they put it on the plan without me knowing and when my screen broke i even paid $160 to repair the screen not knowing these guys have added protection plan with out my permission that i paid monthly for whole year. Then they upgraded me to unlimited plan not telling me the internet would be crappy and now i cant revert back read more

A group of employees were huddled together as I and an elderly family member walked in. Only 1 person acknowledged us, fine. However this person didn't not have good customer service skills. When asked to further explain what he was offering he just repeated himself. Know your customer. Clearly state the differences when asked. Explain until they understand. Repeating yourself with the same words does nothing to clarify what you're saying. Having an attitude didn't help either. read more

Went there to return I-7 phone that I never used...4 guys standing around including manager. Tried to get me to buy products to go with phone when I clearly said do not want!! This was in November I have receipt. Since then I have had to call in EVERY MONTH TO GET MY BILL CORRECTED as they never did put in correct paperwork this takes about one to two hours out of my day...all reps say it is being done but every month it is NOT!! They just keep saying "WE ARE SORRY" but NEVER GET IT DONE!!! SWITCHING TO A T & T they have special plan for unsatisfied Verizion customers! read more

Every time I go Verizon store 4 people Check you in to wait no one To help you or Competent ..no wonder rated A 2

Told my bill would go down switching to a new plan, it has been driven up by more than $20/month. Pass

I've never dealt with such unprofessionalism. Not only did employees point and laugh at me to the customers as I walked up to the building, I was denied service on an account that I am an authorized user on. I also had to prove I was over 18. As a heavily tattooed person with an engagement ring on my finger, it's very obvious that I am over the age of 18. It's extremely disappointing because I usually have average to phenomenal service at this location. I think it's time that Verizon upgraded their customer service read more

Employees are watching football on their ipads. I spent 20 minutes having to call customer service from the store, to confirm that I could get a new phone since mine was stolen. Abby the store manager proceeded to tell me to hang up because she would take care of it. Followed by her telling me that I have to spend $100 dollars in accessories so she can MAKE UP THE COST of a new device because I'm getting out of my contract 2 months early. This was already approved by customer support, didn't know we were extorting customers now! She also said that anything that customer service tells me on the phone, they won't honor in the store! She took the phone she brought out back to the storage room, and made me call customer service again, wait 20 more minutes, and order the phone from them on 3 day delivery. I AM OUT OF PHONE FOR 3 DAYS OF AN INCOMPETENT, SLEAZY STORE MANAGER. Unacceptable. read more

I never write reviews but this place is so bad it should get 0 stars. My iPhone 5 did not work so I took it in. They tried to fix it and even put in a New SIM card but it was not sending texts or able to place calls. It only worked sporadically. The people helping me didn't get that. Every time I walked back to my car it wouldn't work correctly. I went back in about 4 times. They told me it looked like it worked to them and they told me basically it was me. Then when it started not working and they realized they'd have to order me a phone still under warranty, they told me they were sick of seeing me so they would just order a new one. This place is so terrible; I have never had anyone be so rude to me. read more

Worst sales reps ever. This location gets worse and worse. Verizon store reps used to be helpful. Now they say they cannot do anything when it comes to existing phone problems. My phone quit, thought maybe it was the battery. They said "we have no batteries. I asked if they could pull the battery from the demo on display, the lady said "oh no, that would set off our alarm"?? What? They then suggested I go to Batteries Plus. I asked where it was and she said, go to the IPhone on display and ask "Suri" and she walked away? I went to the man there and he suggested I go to Best Buy or Frys and see if they had any used phones???? I told them I had an upgrade available on one of my 5 accounts and he said that is only good on a regular phone, not a Smart phone. Said it would cost me $400- $500??? Anyway, I called Verizon. The VERY HELPFUL REP, said "no problem, you have an upgrade available, we will ship you out a new phone overnight- FREE. Why couldn't the employees at Desert Ridge do this??? read more

Went in to Verizon this morning and you always have the dreaded wait! Not so bad at all... about 15 minutes...perfect in book! Enter ERIC ANGULO one of zee best Retail Business Associates I have worked with in ages. ERIC ANGULO went above and beyond service waiting patiently for personal information needed from my husband who was not with me (and politely services others as we waited), to explaining the device and other devices I was interested in purchasing. With I must add again great patience and politeness. And then just as we thought we done he went thru my phone with me to be sure things transferred and to my surprise all photos did not due to not having the Verizon Cloud. ERIC ANGULO to the rescue of my photos which are still being downloaded as I type. This was totally above and beyond service. And I had an issue when I returned home and texted ERIC ANGULO and bam he resolved my issue instantly. Who does that...yep ERIC ANGULO does. So bottom line to any and all customers looking for the most excellence in customer service should look no more and head on over to this Verizon location and ask for ERIC ANGULO...he is truly the description of a Retail Business Representative. Thank you ERIC ANGULO! read more

Darn it ~ can't provide a MINUS 10 review here. ~~~~~~~~~~~~~ EDIT: BEWARE ~ SEE WHY HERE! I'm just now seeing these Verizon Complaints & Reviews: 1 STAR RATING with Consumer Affairs: http://www.consumeraffairs.com/cell_phones/verizon_wireless.html AND HERE: RATED TERRIBLE OVERALL http://www.customerservicescoreboard.com/Verizon+Wireless ~~~~~~~~~~~~~ JOKE: Received email from Michael Stevens, 4805139100, michael.stevens1@verizonwireless.com, stating he tried to contact me about the survey I filled out. He must be trying to contact me via smoke signals! A verizon employee can't reach me through my verizon phone service?! Nice try, NOT! ~~~~~~~~~~~~~~~ Trying to get a working phone for my 91-year-old Dad for the last 8 MONTHS. The gal who sold the new one to me ONLY offered an Edge Program to purchase the phone and put my Dad on my account. I went with it believing, it was my only option & my Dad needed a phone. Only to find out a couple of months later that I was lied to and that EDGE is an optional program. Now I find out that these Store Servants doing a Multi-Billion-Dollar business' bidding are on commission which explains why I was lied to and am STILL paying for a program, I don't need or want. 2 months in, the flip phone started acting up. I spent hours on the phone w/Customer NOHelp because the phone wouldn't ring when I called my Dad. During this time, I did 6 heart-pounding drives from where I was to get to him because my Dad wasn't answering, with visions of him laying on the floor or having had a stroke. Why else wouldn't he answer, right? NOT! No, not time for Emergency Alert YET. Through many, long conversations with Tech NOSUPPORT, I had to save data, reset the phone to factory settings, and reload data, approximately 6 times over the next couple months ~ the only option they would give me. I've complained plenty about the lie regarding the Edge program and only received several, "that's too bad, you should have said something sooner about it," and "That should never have happened." I even got a "why didn't you report it sooner?" I couldn't report what I didn't know....but then, they know that! I didn't feel I needed to check this gal's story about a "mandatory" Edge Program, so, I still have 13 months to pay off the program I didn't need, and not one: 9 Customer NOHelp people would help me with it, nor will the manager of THIS STORE. Probably because the girl who lied to sell it to me has already received her commission. After several months, I was finally promised a replacement phone ~ used-certified. Many of the NOHelp agents suggested I use the Edge program and upgrade to a smart phone in order to get a working phone before they would agree to replace the non-ringing phone, which requires a 2-year contract, of course. My Dad is 91 and doesn't want nor need a smart phone. ALL WE WANT IS A WORKING, BASIC, PHONE! Now after having the replacement phone for 3 weeks, the charger port no longer works. I am a primary care-giver and have to leave town for 4 days for work tomorrow morning. The phone no longer charges and is dead. I spent 2.75 hours at Verizon tonight only to be told they would send him another used phone tomorrow NIGHT~certified pre-owned because this last one, after working for 3 weeks was certainly well CERTIFIED, wouldn't you agree? Problem is, I won't be here to set it up for my Dad, and he'll be alone with his dead phone that can't be charged, which is MORE than fine with the THUG and VERIZON. Option 2: I can hire someone to come and pick up the phone when it arrives tomorrow NIGHT, and sign a contract, with a notary to give them permission to have the new phone set up for my Dad at a Verizon store while I'm away. Final Option offered to me by this bully is to use my UPGRADE to get my Dad a new phone AND sign a TWO-YEAR CONTRACT so my Dad can have a working phone for the next 4 days while I'm away. He ended with, TAKE IT OR LEAVE IT. I was literally shaking under his vile gaze & tone and I was speechless, & could only grab the phone & leave. It was abusive. He also told me that I would not be refunded for the phone if it has water damage. Nothing to do with the conversation or problem, but now after reading reviews on other sites, Verizon is known for sending photos of damaged equipment and claiming it's yours to deny refunds for returned equipment. This guy was beyond rude & condescending, after I waited 50 minutes to see someone a SECOND time tonight. He's hired by Verizon to be an enforcer or as I call them a THUG. Verizon refers to me as "Preferred" since I've been with them since they hit the market and always paid for unlimited service back before they made us count our minutes and GBs. I hardly feel "Preferred" and instead feel like I have done their work to get a working phone for my Dad and still we having nothing!!! Money, not service is the bottom line with Verizon read more

This place doesn't receive a star. I came into the store, going to order an iPhone 6. The next night I look at my receipt and are they ordered the iPhone 6 Plus. Called the customer service line and couldn't find my order. Called the store couldn't find it either. Then asked for a manager and he finally found it. He was extremely rude and hung up. I believe his name was Jim. Now my phone is coming 2 weeks later than before. Trying to get it as a birthday present, but what a bummer. Don't go to this location EVER. Don't have very good customer service and don't care. Spent a good 3 hours on on little mistake. read more

I hate Verizon stores. I almost cancelled my service thanks to the awful experience at this store. All the rep would really sell me was a Droid. I clearly did NOT want one. I have had iphones for the past 3 years and I have no intent on switching. I got to the apple store or order online when I need a new phone. The only reason I stick with Verizon is there coverage is awesome.........................that's it. When you're a frequent traveler you don't get many choices :( read more

I wish I could give zero star to this terrible Verizon store. One star is even too much. This is the worst experience I have ever had with any company. The rep was 1000 times worse than car salesmen. Seriously, take my word for it and don't do any business with them. Verizon corp should close this store down...... read more

I would give a zero if I could. Went into the store a month ago because my phone wasn't working. I spent over two hours waiting for my phone to wipe. They made it clear that I could have done this from home. Today, I receive my bill, one of them added a service that I did not authorize. This has to be one of the most unethical business encounters I have ever been a part of. I can't believe they would do this to get some sort of sale credit. There are so many wireless options plus other stores. Terrible customer service. I second he comments of others, they make snide remarks about the customers who come in. Go somewhere else where they actually care about their paying customers. I almost switched, but I will give Verizon (the company) the benefit of the doubt since I have been with them for 10 years. read more

What ever you do don't buy accessories cause they won't let return it or store credit after 14 days Even if you just joined open 4 phones and bought 3 phones and you are only 2 days over your 14 days read more

We had the absolute best experience here. We needed to transfer from a current plan to our own plan. And one line was with an att plan. I forgot who helped us but he made it such a breeze. It was fast, easy, and smooth. He made sure we knew exactly what was happening. It was only like an hour to get everything done. I've never had an experience like this before at a phone store. All employees were nice and friendly here. Great area, too. Would definitely recommend this location! read more

Here I sit waiting, 40 minutes and counting...only one rep working. This is completely ridiculous. Only other employee I've seen is a person who just takes your name. I think I'll just switch to Sprint. They have unlimited data. read more

Cant find a place to write a review in general for Verizon Wireless policies. Their new "Upgrade fee" is BS! $30 bucks. Is that how you treat loyal customers? Bottom line versus what is right? Corporate America needs to review ethics and make some changes. America is fee'd to death by businesses like Verizon and banks. Their $50 loyalty credit in confusing as well. I am shown I get the new phone for $149 and find out that the discount is already applied to that amount. Verizon do you want to stand out from the rest? Fees like an upgrade fee doesn't give you a positive. Money isn't everything in this world. Greed comes with a price. There is such thing as Karma and it is just a matter of time before it hits Verizon..or maybe it has since they are implementing ridiculous fees?? Customer service was pleasant and always has been. Company policies need review. read more

Instead of using their expert sales skills and trying to convince us to add products or buy products, the man who helped us yesterday just decided to add items to our order without telling us. I received an email and checked it over to see that we were signed up for an insurance plan, having never been asked or told about an insurance plan. When we were debating between plans, he made no effort to explain to my husband the old plan vs the edge, just stood by annoyed. Now, I spent an hour today on hold with Verizon trying to take off the charge he added against our will and low and behold, can't take it off until it's actually on our bill and we are officially charged for it! Very sneaky. It was the least helpful visit to Verizon ever-makes me sad to be a stock holder today. read more

What a joke this place is! I went in and was the ONLY customer in the store the day before Christmas, so none of the five employees standing behind the counter could possibly claim they are too busy helping other non-existent customers. I asked my question, but the five clerks behind the counter could not possibly be bothered with helping a customer purchase a jetpack accessory. Why have such a well staffed store with rude sales associates? read more

I am a little late posting this, but felt I had to do a review because of the amazing customer service I received at this store on New Year's Eve 2015 from Jamaal Arnold. I had just arrived to AZ from MI with my new Google phone, which turned out to be a lemon and returned to Amazon. Jamaal did everything he could to help me get the phone working. I was so impressed with his kindness, knowledge, determination and professionalism. Based on my experience, I highly recommend this Verizon store. Thanks again to Jamaal. read more

Once again you go into a Verizon store employees actually incapable of accomplishing anything, they contradict themselves over and over, it's like being at the worse used car dealership, if they can't sell you something they put no effort and lying comes natural it is unbelievable that Verizon corporate is allowing service like this, these reviews are consistent The same by multiple customers.. read more

I received a text asking me to rate my experience at this Verizon... I did not respond immediately with a " Sad face" because I was so frustrated. I have been with Verizon for about 15 years and have 10 phone lines. What I learned is that at this store absolutely does not care if you have been a loyal customer! I thought that my experience might be an isolated incident, but when I decided to rate this location, poor customer service appears to be the norm. My recommendation is if you are going to stay with Verizon go to another location for service. read more

My boyfriend and I went in this store the other day and I have never been to such an amazing verizon. Justen helped us and he had such amazing customer service. We were in a sort of a pickle and he did everything he could to make sure we got it resolved. We ended up walking out with a brand new Samsung s8 plus, I went back the next day and got myself one and even though I was in a rush everybody was really patient with me and I appreciate how great the customer service at this store is read more