We had a very pleasant phone upgrade experience with Jorge. It was seamless. He was knowledgeable, offered services without being pushy. Some things we needed, got and glad he mentioned them and declined what we didn't need. We live in Reston and earlier went to a location in Sterling. We left because of poor service. We avoided this location because of overall low review rating, which I think currently is inaccurate. We also found out this location is a Verizon corporate store vs. authorized dealer. I know we had an unexpected pleasant encounter with Jorge and hope others will too. read more

So pleased with the customer service we received from Caroline. Our case was complicated, switching phones, transferring data, etc., but she was patient and helped us with our new iPhone and new plan. Will look for her next time we visit when we upgrade my son's phone. thank you Caroline for your expertise. read more

Caroline at this location made my switch from AT&T to Verizon surprisingly smooth and stress-free. I was moving from iPhone to Android for the first time and decided on the Pixel Pro XL, and she did a great job walking me through the entire process without making it feel overwhelming. She was patient, knowledgeable, and genuinely helpful when answering all my questions about the switch, transferring data, and getting comfortable with Android. You can tell she actually cares about making sure customers leave happy and confident with their decision instead of just rushing through a sale. I really appreciate the great customer service and positive experience. Caroline made what could've been a frustrating transition feel easy, I'd highly recommend the store and her services! read more

Still waiting on any response - call me for resolution 8 phone calls - 4 emails and 3 help complaint and no one cares . 19yrs and 8 phone lines... time to make the change to T-Mobile read more

I had great service this past week from Caroline! She was able to help me start a new plan and get me a new phone. I came in looking for a different phone and she helped me upgrade to a new plan with a new phone and at a great price! I wasn't rushed or pressured to buy anything and I am very satisfied with my purchase and my new plan! Thank you, Caroline! read more

My wife and I went to Verizon in Reston because of a very strange problem with her new iPhone. When I called and got her voicemail, the greeting was my voicemail greeting, not hers. Attempting to change her greeting was unsuccessful. We waited a while to get support, but when we did it was outstanding! Mia was our service rep, and she quickly understood our problem and why it was an issue. She had several ideas and worked through them explaining what she was doing. It turned out that the problem was the way my phone was set up, not my wife's phone, perhaps related to their being on the same account. She fixed the problem and explained how she had solved it. Besides being a very capable troubleshooter, she was friendly and interesting to talk with as she worked through the problem to the solution. Great Service! read more

Worked with Daniel to get a new iPhone. He couldn't have made the process easier and faster. Helped us save on a new iPhone and was extremely helpful and friendly! Really made the experience amazing! Would definitely go back in the future to work with him again and will recommend people to go specifically to work with him! The other employees were very kind as well. Really lovely store and great costumer service! read more

Totally forgot to take pics during my visit as I was on a mission to upgrade my phone but the moral of the story is that this was the best experience I've ever had in a cellphone store specifically when upgrading. The customer service was impeccable and genuine and they set realistic expectations of what wait times were since I was looking to have them transfer all data and "do it all" for me since I'm not the biggest tech wiz. And shame on me for not recalling the tech's name who helped me as he was so awesome and we had great conversation about our travels across the world and since he was able to truly connect with me on a human level he was also able to make great recommendations for accessories I might find cool or useful. Again, will totally come back here should I need to in the future! Great job on the operations and customer service in this store. read more

Came here to get a SIM card and add a phone to our plan for my graduating HS senior with ASD. About a 10-minute wait on a Saturday at 1pm. Shami was great at setting the phone up, selecting a number that's easy for him to remember, and showing me how to set up parental controls. She was extremely personable and had great customer service. Thank you! read more

I went into the Verizon store located 11830 Spectrum Ctr Reston, VA fir the sole purpose of buying a new phone and inquiring as to the trade in value of my current phone. From the onset he was kind; however, kept asking about my plan. I made it clear I had no intention changing or altering my plan. After selecting a phone, I asked the price. He inquired about going into my account and I agreed. I was under the impression it was to see if any upgrade existed. He indicated he had to talk to him manager, so he left the showroom. He was gone for quite a while, and it was beginning to bring me memories of dealing with a car dealer having to get permission for his sale. About 10 minutes later he returned and informed me the cost would be $10 more a month if I changed my plan. I reminded him I had no intention of making any changes, I just want a phone. I asked again as to the price of the phone and any trade in value. He again replied $10 more a month. I told him that was not an acceptable answer...$10 a month for how long ..5 years...20 years?? Finally, once more I asked the cost and he responded the same......I walked out, went to another phone supplier in RTC (who makes the phone). I asked the same question. I was given both values in less than a couple minutes and in no time a phone was brought from the back of the store... WOW...what a concept. I've been with Verizon for over 22 years. I really like the coverage I receive all throughout the US and overseas but the brick and mortar sales needs an overhaul. read more

This review is based on our interaction with Mia on 12/21. She went above and beyond to get us the best deal on an upgrade and genuinely wanted to help. I've been a Verizon customer for a long time and I usually dread going to the store because it's typically like buying a car. Mia made our interaction quick, painless, and she saved us WAY more than if we did the upgrade ourselves or at the Apple Store. Someone give this woman a raise or bonus! She deserves it. read more

Verizon's customer service is unacceptable. I had to spend hours on the phone and even record calls just to get them to credit my bills correctly. This level of service is simply not tolerable. read more

If you are thinking of switching to Verizon, think again. Their customer service is by far the worst of any company I have ever experienced. Unless, of course, they are trying to sell you something. I have wasted hours of my time over a span of nearly six months to try and resolve a billing issue with them. Every time I call, it's like the representative I am speaking to has no clue what I'm talking about. They either do not make any account notes or intentionally ignore them. I don't know which is worse. I returned a phone to this location with the promise that the charge for the phone would be removed. IT NEVER WAS REMOVED. Now there is no credit to the account and they took the phone. I have receipt evidence from this store that Verizon customer service has conveniently ignored. I have been given the run-around from multiple representatives and multiple managers for months. My family has been loyal to the Verizon brand since their existence in 2000 when Bell Atlantic and GTE merged. This is how they treat their most loyal customers. Verizon's competitors are just as good, usually cheaper, and have better customer service. I only stuck with Verizon all these years out of brand loyalty and convenience. No longer. Save your money and time and go elsewhere. read more

This store location is the worse. Slow and service is extremely lacking. Employees are in cruise control. Waiting 30 to get a phone. In another store I would have been on my way. No one should come here or corporate headquarters should wipe and re-load the entire staff. Sad! read more

We had an appointment to meet with a representative at this business location to seek assistance regarding our services. When we got there a representative asked the purpose of our visit. He informed us that the person who we should be meeting with is at another location miles away from their store. We proceeded to ask to speak to the Manager to see what can be done to rectify the situation after all we took time off work to get our issues resolved and questions answered. Only then did he say that he was the Manager. So if he was the Manager why did not not say so and volunteered to see if he himself can assist us since he is suppose to be part of Verizon's management team. As part of management I expected at least at a minimum for him to set us aside and get more information on how he can assist. Very poor customer service on the part of this so called Manager who did not even attempt to calm the situation and offer his services to see if he can answer our questions. Managers should be held at a higher standard to ensure excellent customer service in representing Verizon.​ read more

John the sales man is great !!!! The showroom is clean and organized. The sales folks were all professional. And John the salesman helped me with my Verizon needs perfectly. Thank you, John! read more

I have had several positive experiences at this retail store. Most recently, Immanuel was very helpful and patient.

Hate coming home from work and having to use my work's hotspot (Verizon) or personal cell data (Verizon) because the $258 service we pay for Verizon Fios is trash. read more

Verizon - Last two months of Fios service in Reston. - Mobile Phones Near Me - Reston, Virginia

Great management, employees are helpful and speedy. I've received wonderful service in there, thank you again reston verizon for taking care of me! read more

Oh my. The rep at the front counter, Juan, has no business in customer service. His behavior towards me, and others, was atrocious. . If there is a manual for how to lose loyal 20 year customers, then his face should be on the cover. I left word asking their General Manager, Geissy Rodriguez to call me. Let's see if they even deliver the message, and if the GM calls me. For now, this rep is a disgrace to Verizon's brand. And for a store to employ him without any common-sense training is shocking. Hopefully, higher ups at Verizon will reach out so I can consider revising this review based on how they handle my very simple issue. read more

Hi Folks, Looking for the BEST Possible Customer Service regarding anything cellular or mobile please make the trek out to Reston for your requirements. I live near Old Town Alexandria and just happened to be in the neighborhood due to another appt. Need a new phone so stopped in as a new Verizon Acct member. Afternoon on a Wednesday and they were already very busy however Son watched me walk in unsure of the process & immediately came over from the counter to sign me in. He said please take a look around & we will be right with you. After only about 5 mins Abdel came over & said Immanuel will be happy to assist you. I walked over and Immanuel was AMAZING, I had a complicated situation for him to investigate & research which he did patiently, very kind in all of his interactions with me, and in the end his advice was just spot on! I will be back to this store almost 20 miles away due to this experience alone. Superb customer service backed up by experience & expertise. Well done. read more

Bought the 12 I phone Reston , Va. a "corporate" retail store . The sales associate and the manager said the policy is to charge $40 to "help" order the phone and "$50 to help a customer set up the phone and new I pad.. The manager also stated this was company policy and "screw the pandemic." I was only concerned about the products I purchased for my medical practice. I also reiterated that I had disability. I was told it was was "too bad. " Harassment, discriminatory and humiliating humiliating. Pathetic experience and and shameful representation of Verizon. Don't go to the Reston store. The Sterling and Dulles retailers have excellent customer service. Stores are even cleaner than the Reston store. Go to Sterling or Dulles.. It's worth the 15 minute drive. read more

I had amazing service here. My phone had not been working for 2 days and it was a network issue, I spent 6 hours on the phone w Verizon's so called specialists and still they left me with no solution, horrible customer service, and no hope for solving my issue. My entire family plan was ready to leave Verizon forever. As a last ditch effort, I went to the in person store and within 30 minutes Son fixed my problem with amazing customer service the entire time. His actions are the sole reason we are staying with Verizon. Great experience at this store! read more

Came in for a simple iphone upgrade. As soon as I am driving home, I realized they didn't connect my phone with my verizon plan or service. So I couldn't even call to start my phone or text. You had one job..................................................................... read more

This is the most negative cell phone store experience ever had! Very disrespectful employees (2), who were not interested in helping a non-technical savvy customer (me), and who instead spoke using harsh unprofessional tones, and too fast to understand (one of them reminded me of the Donald Trump bully fest past 4 years/no offense to anyone). Seriously - it's that bad and I'd recommend you drive to the fair oaks or brambleton store if you want to be helped and treated respectfully. If I treated my clients the way in which I was treated, my business would go belly-up in a New York minute. Just say no to this store!! read more

Very disappointed! I had an appointment scheduled 9-11 AM and the technician didn't show up! I called customer service and after waiting for 20 mins on the line, they said that he will arrive in few minutes. Technician arrived at 11:35 and all he had to do is to inform me that he was caught with another customer!! Verizon has to manage their appointments and work it out for better customer experience. I hope their internet service to be at least good. read more

Worst customer service ever never going to this store I will change my phone company.The rep was rude/unhelpful and had next to no knowledge on verizon phone swapping. I went directly to another location in Tyson and recieved excellent service and I live in Reston. read more

Had an appointment with a rep to buy a phone, confirmed it, but customers walked in before my appointment, and she blew me off since she was with them. She knew I was there, no acknowledgment. Finally I went up to her when she was alone for a moment. No hello, no sorry, just she'd have her manager help me until she was free. He did for a bit, though seemed disinterested. 40 minutes after the appointment time I told him she shouldn't get the sale so he got another rep, who was quite helpful and fun to work with (Arash). The rep I was supposed to work with avoided eye contact and didn't say a word. Suggestion: if you mess up, own it. Tell the customer you're sorry. Because of inaccurate info provided to me, my husband returned an accessory. Could he just walk in and bring it to the counter? Nope, had to provide name and be signed in. There was just customer in the store. He waited 15 minutes, with four employees standing around chatting to each other. Finally he asked them for help.They said his name fell off the list. Excuse me? I had called them to see if the accessory could be returned and the rep who answered said I'd need to call back and talk to my sales rep - wouldn't answer even that simple question. TRANSFERRING DATA/CONTACTS - If not able to transfer from a very old phone to a new one at the Verizon store, Samsung has a preloaded app called SMART SWITCH that transfers contacts and other data, including photos, from old phones (Window Nokia Lumia!) to new models. I'd guess Apple has a similar app. Plus the free version of Verizon Cloud stores contacts. No need to go to a phone repair store. Shouldn't all store reps know this?? Store Motto: We'll sell if we feel like it; don't ask for service. read more

We went to the store inquiring about the watches and immediately the store person noticed the company logo on my shirt and said that not only does Verizon offer discounts because I work for this company, but that we would also not have to pay activation fees which would save us $80 up-front ($40 per line). In addition, they were having a $50 off promotion per watch ($130 each, regularly $180). So, given the deal that was being offered, we purchased the watches and the only data plan (according to the store employee) that was available for the watches. The plan was $5 per line per month, plus $30 a month for 2GB of data plus applicable taxes and fees, before any discounts. The store employee told me that the only way Verizon could verify my employment to receive the discount on my bill and waive the activation fees is if I were to return to the store with my physical work ID in-hand. I was planning on heading back to the store with my ID but got busy with work travel, so I decided to call in to customer service to see if there was another way to verify my employment. I immediately found out during my conversation with the telephone customer service rep that 1) I was not eligible to have activation fees waived and there was $80 in charges on my bill that I needed to pay, 2) all I needed to do to verify my employment was enter in my work email into their website which I could have done in-store, and 3) I found out that there was a special plan for the Gizmo Watches that was $10 less a month than I was paying. In other words, the store employee put me on a higher costing plan that was unnecessary. The telephone customer rep was able to waive the activation fees, instate the discount, and put us on the correct plan for the watches. Fast-forward 3 weeks and one of the watches' speakers stops working properly. The volume was barely audible at any volume setting. There was no damage to the device. We called customer service and walked through the trouble-shooting steps to no avail. The customer service rep stated that this would be covered under warranty and they would be sending a replacement device and that the device would be shipped to me via 2-Day Air. Three days later we received an empty box with a return-label to return the broken watch. I figured the return-box was sent ahead of the replacement device, which seemed odd, but the order status for the replacement watch on my Verizon app said that the order was still processing and not yet shipped, so I waited a couple extra days before calling. Now 5 days after placing the replacement order without receiving the watch, we called customer service again and the person we spoke to this time was also confused as to why we had not received the replacement device yet. So, the service rep cancelled the last order and placed a new order. This time overnighting it to us. Three days later, same situation--we received an empty box with a return label and we called again to see what had happened. This time, we went through two customer service reps and eventually talked to someone that said that our defective watch needed to be returned first, then they would send out a replacement device. I have never heard of this practice, and it did not make sense to me (nor any of the prior service reps we talked to--clearly), but this was what we were being told needed to be done. This was because they were going to attempt to repair the watch before sending a replacement device, which was not what any prior customer service rep had told us up to this point. At this point, given the significant negative experiences coupled with an alarming amount of misinformation coming from each of the several Verizon representatives we had spoken to in the relatively short amount of time we had been Verizon customers, we wanted out of our agreement and to return the devices back to Verizon for a refund. We communicated this to the representative who said that they would close out the account but need to have a Manager review the refund request account and call us back. You may be surprised by this, but our account was closed, and we never received a call back from the Manager and are unable to get through to any person above a service representative to discuss our issue. In summary, we have two watches that cost $130 each (one that is defective and does not work properly) that are now useless. Verizon is refusing to accommodate a refund for the devices and is currently ignoring all attempts to reach a resolution. We feel like we have been given false and misleading information from the beginning and ask for restitution--for us to be able to walk away as if we had never been Verizon customers. read more

Things have dramatically gone South at this location. Not too long ago I said generally kind things offering a three-star review. Well, what a difference time has made. The staff is completely turned over and the staff which was there that I knew and liked are long gone. The store has been made less customer friendly. It is as though they brought in outside consultants to provide an actively hostile environment for their customers. Had the misfortune to stand for nearly 40 minutes this past Saturday as we waited for assistance. Since my last visit they have: 1) Removed most of the seating, 2) Removed the screen which told you where you were in the line, and 3) Removed the big screen television which provided some level of distraction. Awful. Awful. Awful. They act like they are a monopoly - which they are not. Rather reminds me of a trip to the DMV. Fraud Alert: I note that there several reviewers who gave the place five-stars. I'd also note that these people have only one review and it is a five star review of Verizon. If you were to ask me, I'd say that those were fraudulent reviews made by some poor Verizon employee under duress. I don't believe ANYTHING written by a Yelper with only ONE lousy review. read more

Getting a new phone is, for some reason never an easy experience- this was by far the hardest, most frustrating experience i've had with Verizon. My wife and I went to the Reston store to move her line from AT&T to my Verizon line and to get her a new phone. We had 2 old iPhones to trade in for credit and a gift card. I guess we had too many transactions and everything got wildly confusing and complicated. What we were advised would be a 10 minute transaction lasted over an hour, left us frustrated and we had no idea what the new bill would be moving forward. Problem 1. The phone exchange. We had an iphone 6s and an iphone 6 to trade in. Our salesperson advised us that one was worth $0 and the other was worth $300. They'd keep the phone worth $300 and mail it in for us. When we walked out, they advised us to leave the wrong phone and we had to come back the next day to switch the phones out. Problem 2- the phone switch: the salesperson i worked with was busy with another customer and as this was an 'easy' transaction, i asked a different sales person to switch out the phone i left the day before with the one i had in my hand. He was visibly reluctant and confused. He switched the phones out (was not pleasant about doing it), and actually ended up starting an entirely new transaction for that phone. I began getting emails from Verizon saying they never received my device... i asked the sales person about it (had their number because they texted me to bring the right phone in and to make sure i did it)... they did not address the issue and explained i had a credit on my account (which was left over from the gift card we used). I spent over 90 minutes on the phone with verizon to try to clean this up with no interaction from the Reston store. The Verizon corporate folks i spoke with agreed this was a mess and offered me a minimal bill credit for my frustration. Verizon customer support suggested i go back to the store in Reston to request further credit. I called them and 'a note was left for management.' i was advised that a manager would call me back to discuss- that never happened (at least in the last 10 days since i left the message). Problem 3- my wife's phone had not been receiving text messages from non-iphones. She took the phone to the store to get it fixed and was advised to call the support line, which she did and they fixed it in 2 minutes. This is a long, venting review which I understand. Hopefully someone at this store sees this and can prevent this disorganized, frustrating experience from happening to someone else. I don't expect that i'll get a call from management and, frankly, it's not worth the headache for a few dollars off my bill to go back in and relive all of this. read more

Came here to look at getting a new phone. The employees were generally apathetic and seemed liked they wished they were someplace else. I guess if I was hawking phones I'd be apathetic too, but they should hide it better. On the plus side our rep brought a phone out from the back of the store for me to look at, so I didnt have to wrestle with the cable attaching it to the display. There was the constant upsell throughout, especially related to Verizon Edge that others on here have noted. At the end of the day I got the phone online after I went back home and found a $50 coupon, that no one mentioned when I was looking in the store. Overall, not a great experience. I'd only come back to look at a phone in person, but even for that I'd probably head to Best Buy first. A note on Verizon in general. They have the best network of the carriers, but some of their customer practices are not great. Not a fan of the new $30 "upgrade a device fee". I also didn't like the fact that they give new customers a better rate then existing customers, but I guess all the carriers are doing that. Seemed like they were easier to deal with 5 or 10 years ago than they are now. read more

Wish I could give them 0 stars. Called them because I was wondering what time they closed because I had to drop off 3 FIOS set boxes and was instructed by Verizon FIOS tech support to drop the boxes off there. The guy who answered the phone gave me sounded like he had no interest at all in helping me, while also sounding like a certified DUMBASS. He was extremely rude and he told me that they don't take set boxes there and to drop it off at UPS or Fair Oaks Mall. When I asked him for more clarification on what to do at the UPS store, he hung up on me. When I called back, and I asked for details on where in Fair Oaks Mall I have to drop it off, his response was just "you can google it" and then hung up on me. If he had originally said that it was the Verizon Store at Fair Oaks mall, that would have been sufficient. I don't expect the most intelligent workers to be working here, but I do expect that the employees there actually try to be as helpful and kind as possible, while being very clear with their answers. What is obvious to them is not obvious to everyone who calls. I've never been hung up before by customer support and because of the anger it caused me, I think I'll be switching my business over to a different provider. read more

The online rep at Verizon Wireless sent me to a store to see why my phone stopped working when a payment was processing. The phone was locked unnecessarity and would not unlock. The man at the store did not listen to me, he wanted to sell me a new phone. The reviewer just brushed it aside also. read more

If I could give Verizon as a whole zero stars, I would. My experience with this store is similarly awful. Since we have had our Verizon FIOS service, about two years now, we received a remote control that is used and broken. Verizon refuses to replace the nonfunctioning remote without charging us, citing that our warranty (which we never received) is expired. In order for a warranty to be valid, it must have been communicated to and given to the customer in the first place. As for the Internet service, it is just as unreliable as our used and broken cable remote. I have been experiencing issues with getting kicked off the Internet multiple times during the day. I thought it was my computer, so I bought a new one yesterday. Today, I'm experiencing the same issue with unreliable Internet service. When I contacted customer service, all they were willing to do is send out a new router. They could not find what the issue was...oh what a surprise. The only thing they were willing to do to compensate for my lost time and aggravation was to credit me $20 for Internet service for one month, and I was still going to have to pay for a replacement remote (which they said the nearest store was in Virginia Beach - 3 hours away). Verizon, you are the epitome of the fact that Customer Service is a thing of the past. I hope that your customer base gets as fed up as me and your business fails. Your organization has gotten so big that you no longer care about providing reliable internet or remote controls for cable services, and the idiots you hire in your customer service call center are completely clueless about the areas served by you. Shame on you Verizon! read more

This group is worthless. We waited 15 minutes to be waited in to do a phone upgrade and all the staff seemed interested in was checking people in at the front door. 3 of them. Meanwhile more and more people are standing around waiting for service. When one of them starts to leave and the manager starts asking them where they are going and they start going through the list with them of who should take the next person in line we walked out the door and I said, "You can take Paul off the list!" We went to Best Buy a block over and were immediately taken care of. Useless!!! read more

Not a good experience at all. I went there to get a new phone case that was it. I didn't need a new phone, I wasn't having issues with my current phone, all I needed was a case. I was hoping I could walk in, find a case, pay and leave. I walked in and told the greeter what I was there for and he told me I would have to put my name in. I told him again what kind of case I was looking for and he said they were in the back and I would have to have someone get it. I didn't feel like waiting forever and a day as the store was very busy. I went 5 minutes down the road to Best Buy and was able to look at the cases, find the one I wanted and got it. For as popular as Verizon is it just amazes me that you have to go through this long process to get something that should take 10 minutes tops. read more

Horrible experience at this store. In particular, the Store Manager was awful, and the Salesperson that assisted my family and I was terrible. I upgraded my phones over the weekend and purchased a new phone for my son. Admittedly, I became frustrated by the lack of communication, slow service, and lack of wifi in order to xfer data files from our old phones to our new phones. The manager, in particular, refused to complete the job and had both my wife and I leave the store with no cellphone service on either our old phones or our new phones. We had to go to another store for them to activate our phones, which took literally seconds to do. I would definitely NOT RECOMMEND this particular Verizon store to anyone EVER!!! read more

After a 20 minute wait after checking in, I got a sales rep, and my phone and accessories. That's all I wanted. But as we walked over the the register, he instructed me to look over some more accessories, and then he started talking with another customer! Instead of getting me checked out, which would have taken 5 minutes max, I had to wait another 35 minutes. I was doubly annoyed because during that wait, at least 4 other customers who came in after me were helped by other sales reps, so I don't know why my sales rep had to keep me waiting. Was this other customer of his Henry Kissinger or something? Was it that important to interrupt my sale to attend to him? Oh well. Finally, when I went to pay, the rep told me that the price I saw on Verizon's website was not valid (?!), and that it'd "be faster" if I just transferred my contacts to the new phone myself. He didn't even bother to check the website or speak to his supervisor about the pricing error. He was clearly in a rush to get to lunch or something (it didn't seem to bother him that he had just wasted my lunch break), and said that "he'd be ok" if I just ordered the phone online. So I did (and the price on the website was definitely valid!) Is Verizon so cocky now just because they have the iPhone? read more

Over charged me and waisted my time and money for years. Would rather not have a tv and phone. Worst customer service ever. How are you going to help me in the future? Generic statement shows how you treat people. I hope you go out of business soon... even sprint is better read more