I want to give a huge shoutout to Benjamin, the assistant manager at the Rochester Verizon store. I had a complicated issue after ordering four lines online and porting three numbers from Xfinity Mobile -- my new Verizon phone kept showing the numbers as Xfinity lines. I spent hours with Verizon's online chat and even went to another store, but no one could figure out what was wrong. When I came to the Rochester location, Benjamin was the first person who truly took the time to help. He patiently dug into the problem, made multiple phone calls with different Verizon support teams, and walked me through everything step by step. He never rushed me, never passed me off, and genuinely cared about fixing the issue. Thanks to his persistence and professionalism, the problem was finally resolved. After such a frustrating experience everywhere else, Benjamin absolutely turned the day around. If you need someone knowledgeable, patient, and committed to getting things right, ask for Benjamin. He's outstanding! read more

If I could leave negative stars I would. Our sales person (wish I had a name, but he never introduced himself ) was so rude. I went in to buy a new phone and watch along with a case. We have been Verizon customers for years so the plan meant nothing to me. I just wanted to upgrade my phone and watch to newer models (currently a 13 and a 3 respectively). The young man waiting on us wouldn't let me just buy the products without upgrading my plan...to save exactly $162 for the YEAR! Um, I'm all about saving money but really...disrupt service for everyone and pay monthly instead of in full. So strange to me, he literally encouraged us to walk out and buy it elsewhere because I wouldn't change my plan. So so strange! I'm baffled!!! Verizon customer service sucks but I feel stuck because I dont want to change my phone number! ugh!!! read more

I have to say that the customer service that I received from Jose yesterday was above & beyond! I traded up to an IPhone 13 Pro that I purchased from the Verizon website, but could get the transfer between phones to work properly. At this point both phones were useless. I went into the store yesterday (6/19/22) & was greeted by Jose. I explained what was happening & he said that I'd have to make an appointment for the next day since it could take some time to figure out. He offered to fit me in between other set up's but it could take awhile. I decided to stay & see if he could resolve the issue. He was incredibly patient throughout the process. I wasn't able to complete the transfer there, but he showed me a short cut that I could do at home & it worked! I can't thank him enough for taking the time to help me. I would highly recommend him! DeniseH Rochester read more

My husband and I have purchased two phones from this store over the last three years, and have gone there on three other occasions for billing or service related issues. We have yet to be greeted by a representative who extended him or herself to assist us, except in a minimum. On this date, we brought in one of our Pixel phones that would no longer accept a charge, explaining that it actually lost charge while plugged in overnight. The young lady plugged the phone in, and after pressing the ON button for a full minute, the Google sign-on banner appeared, followed by 1% charge indication. The young lady curtly told us, "it's working, you have a bad charger". I then explained that we tried charging it on another charging device that had charged the other phone. "I don't know what your problem is, but it's charging" she said, handing the phone back. My husband asked if we could get the phone serviced. She immediately grabbed a preprinted slip from a stack with Verizon telephone numbers, and slapped it on the counter top in front of my husband, and didn't even explain our course of remedy. We asked what new phone might be available because this one was not charging. She replied "it's charging". Obviously, 1% does not indicate a charging condition, but it was satisfactory enough for her to conclude her customer care for us. She was flanked by two other employees who were servicing nobody. My husband and I were the only patrons in the store. This was a demonstration of the worst possible service that one could possibly expect from a company that has received thousands of dollars in billing over more than twenty years, and from a store from whom we have purchased $1,500 in phones and extras. I suspect that the real store employees must have been locked up in the back, because no manager would possibly permit such shoddy service. I could not possibly recommend this store that in no manner resembles the service advertised on TV. We proceeded to call the customer care phone number listed on the slip that she had given to us. The gentleman who took our call apologized, and informed us that our experience was typical of Verizon stores. (My immediate reaction to this is "why does this persist, and who wants to fix this 'typical' problem?"). He said he knew, because he had formerly worked at one for six years. He politely took all our information, again apologized for the bad service we received, and then transferred us to Tier 2 Technical Support and a new phone, under warranty, is being delivered. HELLO! ANYBODY OUT THERE? DOES ANYONE AT VERIZON CARE ABOUT THE MISERABLY BAD SERVICE AT THESE STORES AND AT THIS ROCHESTER ONE? ANYBODY OUT THERE AT VERIZON? CAN YOU HEAR US NOW? read more

I don't even have a Verizon phone question or a plan with them. There were 10 people in the store when I arrived and yet I was read it on immediately. I was mistakenly sent here by Walmart smart talk phones. But I must say, if I was looking for a planner or a phone, these guys would have sold me zipety quick. They were all pleasant, and I guess as if they had all the Time in the world even though they were out numbered with the people with questions. I have been sitting here for a half an hour plus, waiting for my ride to pick me up and they have handled so many people in that time. Ever is in charge of these guys is exceptional. read more

Use another store Just not the way business should be here Many good staff but one toxic one in the bunch! read more

I had an appointment scheduled for 5 yesterday . I received 2 messages throughout the day reminding me of that appointment. got there 10 minutes prior to scheduled time only to discover that the store was closing due to HVAC issues. It's a phone store.... you couldn't have called or text me? Poor customer service! read more

Arrogant, high pressure and had very few phones on display. Wanted to sell us service upgrade with phones and couldn't even show us the phone. I felt they couldn't explain very well what we were getting or show us anything. Then we got the used car salesman BS.. pressure, when we were about to leave suddenly they could do a better price. getting talked down to by phone salesman is about as funny as it gets. Geez it's really shady in this store. Will try a different Verizon store as we have been with Verizon for 10 years. read more

Went in and spoke to a manager named John couldn't see exact title. he refused to look into my account . I asked for his district managers phone number. He also refused. read more

This was the second Verizon store I had to to to because the Dover Verizon store SUCKS. The service and staff here were helpful enough. I think the only reason I wasnt assaulted with another sales pitch is because my account showed I had been thru enough bullshit that day already. Whatever the reason, this whole experience (Verizon, not so much here specifically) was THE WORST SHOPPING EXPERIENCE I HAVE EVER EXPERIENCED. So with that said, thanks for doing what should have been done 7 hours earlier... SELL ME THE PHONE I WANT, NOT THE SHITBOX YOU WANT TO SELL ME. read more

NO PHONE NUMBER! The only phone number is the toll-free number that is absolutely useless. I want to know if it has a specific phone in stock before I make the three-hour trip, but all I can get is the toll-free number! Went into chat and all that idiot provided was the same number I told him I already had. I KNOW the phone numbers for individual stores are available to the agents. I am NOT driving that far only to learn the item I want is not in stock. Verizon needs to step up its game with customer service. read more

Trying to call and having to go through an automated nightmare before speaking to a person...then getting hung up on...in what world does ANYONE prefer the automated experience? It's annoying, time consuming, and highlights the fact they don't care. People call to get a solution to a problem that contrived FAQ pages and automated options don't solve. Please end this practice. read more

I have been in the Verizon in Rochester 3 times to ask for assistance with my account, and on all 3 occasions I was given wrong information. This last time I went in to ask to have my phone unlocked; I was told the phone was unlocked. that was fine. When she asked which carrier I was switching to she politely said "let's see if your internal antenna is compatible with CONSUMER CELLULAR". She went to her phone and brought up a list. CONSUMER CELLULAR wasn't on the list. Pure nonsense, but she wasn't going to tell me CONSUMER CELLULAR uses T MOBIL, and AT&T. My 2nd stop was to the Verizon shop up by Loews. He told me he couldn't do it, "only a big store could". Totally wrong info as it turns out. My 3rd stop to the Verizon at the Weeks Crossing. Nice women there said only "they aren't locked." I thanked her and left. Finally; I arrive at TARGET. It took 7 minuets for Andrew to sign me up with CONSUMER CELLULAR, a new sim card (FREE), my Verizon account #, and account pin. Instead of $54.00 a month, I'll be paying only $25.00. Plus $20.00 off first month special. Wish I could give Verizon of Rochester no stars at all read more

Very very expensive inflated pricing. Lot of problems with busy circuits calling Manchester. When the kid tells you its 'only' 70 bucks, ask for the amt of TOTAL bill. One phone= 139 plus a month. Insane. read more

Came here with my mom to have her phone looked at and was approached buy a worker who was watching us before we came into the store (very creepy)by the name of Ben. He was very arrogant and treated us like we were idiots and had an attitude with us the entire time,he wasn't helpful in the slightest . We were told there was something under her screen protector and he wasn't going to help her get it out until we asked specifically for him to try. Another nice lady by the name of Madison stepped in a little bit and was far nicer than Ben who I feel should loose his job. I would have sworn him out if I had the chance such scum of a person. read more

Updating this because we did, in fact, go back and switch from AT&T to Verizon. When we arrived we were greeted by Jose, he told us there was someone ahead of us but it shouldn't be much of a wait. We hung around for about 15 minutes, looking at new cases for our soon to be new phones, and then it was our turn. The woman who was helping us seemed nice at first, we picked out our phones, and also the cases we wanted, she made a snarky comment about the color case I picked for my phone, but whatever. The whole process seemed very sloppy and it took a long time, there was no real work station, we discussed everything at a display table with tablets and phones making demo sounds all around. After discussing pricing and how much our bill would be, we then moved to the main counter where the "registers" are. She began setting up the new phones, and transferring stuff from the old phones over to the new. I'm sure the Verizon employees have some sort of quota to make regarding sales of accessories and what not or maybe they get a commission, but she was more concerned about us getting a car charger for an extra $9 than she was about telling us that there would be $40 extra on our new bill from activation fees. She also never told us that because we were purchasing new phones that we qualified for 25% off accessories, she charged us full price for our cases and screen protectors. We found out the next day from another associate about the discount and he fixed it right away. Also, we received text messages from the general manager welcoming us to Verizon, which I thought was nice! read more

I really haven't dealt with a verizon store in quite a while other than to pick up a charger. I went in, Jose met me at the door with a smile, took all my information, offered me a bottle of water(!!!!!!) and told me I was the next customer. When my name was called, I worked with Kendra, who was so nice, so helpful, so patient (I had a bunch of things I needed done on an old phone) and when I was all set she gave me her contact number AND CELL PHONE in case I had any questions or problems with anything. Verizon has definitely upped their game in customer service. WOW. They really did a great job. I also got a free tablet for $10 a month service fee when I upgraded to a Nokia Lumia Icon. Great deal, and I love my new phone and tablet. read more

I love this verizon store, in fact I didn't even know that there was another one in Rochester (by lowes) until a week ago. I usually end up dealing with Kendra, who is amazing. Everyone here really know what they are doing and they are very nice. read more

I went in yesterday to buy a new phone. My contact associate was Chelsea. She was very helpful, and knowledgeable. A great help.

By far my favorite Verizon store. I've purchased two phones here and they are always great! I think the sales person who helped me this past weekend was Adam? Very chill, no sales pitch, no pushiness. I had originally gone in for a S6 Edge, but changed my mind to an S6 and he didn't still try to sell me on the more expensive phone. He explained the different payment options very clearly and made sure my phone was good to go before I left. I really appreciate that in a sales person and will always return to this store when my contract is up! Side note: this store has a pretty good selection of cases! read more