Terrible customer service. Foreign agent promised one price and was charged much more. They denied it. After 20 years with them I switched to AT&T and am never dealing with Verizon again! read more

Customer Service is minimal if not forced. We were in 01/06 wanting to upgrade and trade in our phones. Our selected phones were not in stock, so we were told and they needed to be ordered; we would receive them within 3-5 business days. False infomation! After several calls to Customer Service we were told 01/15. NOPE, order has not yet shipped and is still pending expect them on 01/23. We then drove to the Brockport office on Transit where the Customer Service was EXCELLENT. The representative straighten everything out for us and we LEFT WITH NEW PHONES. read more

My phone had SOS and was totally unusable. The guy checked me in, gave me correct expectations, and took care of me. It was a 30-minute experience from walking through the door and leaving. read more

I have never had a problem with my phone or the service here. I also avoid the weekends when they are busy with impatient customers :) I do like their pay stations, very easy to use. read more

Verizon - Mobile Phones Near Me - Rochester, New York

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Terrible customer service. Went to trade in a phone- first told that a label was supposed to be sent- explained that I set it up for a store return and had just done three of those at the Pittsford store ( which was excellent by the way). Couldn't get anywhere so left. Exchanged it at the Pittsford store who could figure out what they were doing. read more

If I could give ZERO stars, I would since the customer service personnel in the Jefferson Road store, especially one named Vince, was lazy, condescending, and gave ZERO customer service when my teenage daughter recently (on 8/12/2023) went there to get her service restored after returning from a study abroad. Instead of thoroughly looking into her account, Vince who had his backpack on and was ready to leave work a whole hour before closing blew us off, gave us a ton of incorrect info without ever looking at my daughter's account and record of transactions, condescendingly said everything was her fault the service restoration process was not working, and said my daughter would have to call customer service to get a new cell phone number -- which was an unacceptable solution that would have negatively affected my daughter in too many ways to count such as school, job, and scholarship applications and many other important people and entities which needed to be able to reach her at her current cellphone number. Verizon has no affordable international plan for prepaid customers who are abroad for months at a time so my daughter paused her service and purchased a virtual SIM card for the country she was in. Upon her return, she attempted to reactivate her account and resumed paying the monthly fee; however, her service still did not work so we went to the Jefferson Road store for help. They did a very cursory look at her account and said since she was gone for 3 months, they automatically close the account and get rid of your number -- and that it basically sucks to be her. I asked how can they get rid of her cellphone number without warning or notification. Vince said they would have texted it to her. I asked what sense does it make to text a customer who suspended their service since they cannot receive texts; if anything, they should at least email the customer about something so important, and my daughter did not receive an email about any of this. Vince kept saying, it is my daughter's fault and that she should have paid attention to the rules/policies, blah, blah, blah, and that he can't and won't do anything further and to call customer service to get a new number. That was unacceptable! After talking to a COMPETENT customer service rep on the phone while still in the parking lot of the Jefferson Road store because Vince refused to dig further and help, it turned out the problem was that when my daughter paid the monthly pre-paid fee before returning to the States, Verizon's system took $20 off the top to apply toward an outstanding two days worth of international service that occurred a couple of months prior when she originally suspended the service; therefore, there was not enough money to apply to the monthly bill but the system gave no message or notification to explain that. She simply had to add $20 to her account, then press the payment button again and voila, she was back in service with her SAME number that Vince swore she would not be able to keep. My daughter even got credit for the inconvenient glitch on Verizon's end. Thanks for NOTHING Vince and Jefferson Road staff. If they had looked closer at the transactions on my daughter's account, they would have seen she last paid TWO months ago, not three, plus the other transaction issues mentioned above. It took 40 minutes on the phone to completely resolve the problem but it could have been faster if store personnel were more competent and corrected the problem from one of their corporate desktops instead of us doing it on a phone in their parking lot. Vince was especially dismissive, arrogant, condescending, drunk with his perceived little power, and an all-around jerk with the poor service he gave us. And to especially treat a young customer that way is more egregious. All Vince cared about was getting out the door. Really, he should be fired. read more

The worst customer service ever! I called 4 numbers trying to speak to someone about my account. Spent an hour and 12 minutes on hold. Time to make a change! read more

The single worst customer service store I have ever been to. Drove 65 miles and told to make an appointment. Came back 4 days later an hour early. Waited over an hour and finally left. At least 5 people came and left while we were there. These are the rudest, most arrogant employees ever. Will never come back to this store again. For a company as solid as Verizon, this is an embarrassing facility. read more

I bought a phone on April 29th with agreement to a $220.00 trade in. They charged me full price, added Insurance, and a Cloud fee. None of which I asked for. Went in today, they would not even look at the account because I am not a manager of it. Got my Sister on the phone, ( which they agreed too, she is the main contact) the Manager of the Henrietta store (Victor) says, " I dont even know who you are" to her on speakerphone. I just wanted to see what they charged me because they did not offer a receipt on April 29th. This store is a joke. They didnt open until 11:07am with all of them standing there beforehand. Victor is the worst customer service person I have even seen. A phone is a lot of money for some people, myself included. How did I buy a phone three weeks ago and today they wont even look at the account? These people work on commission and do not care unless you are buying something that day. read more

On our most recent visit, we discovered that the entire layout of this store has been redesigned and it is rather confusing. Cell phone models are located on the back wall. There are multiple stations where each worker assists customers, but no clear area for tech support or where customers can go for quick assistance. Around holiday season or busy days, this layout can be especially confusing and frustrating for customers seeking quick assistance. Upon entering the store our names were taken and the greeter also asked our intention for the visit. We explained why we were there and stood for about 40 minutes waiting for assistance. While waiting, we browsed the newest phones and after looking at the iPhone for about 1 minute, an employee said, "excuse me," asking me to move in order to show another customer the phone. His tone and manner were completely unacceptable! After the long wait, John appeared and was unable to assist us with our concern. This was fine, but when inquiring about adding another phone to our plan, he basically told me I was crazy for wanting to keep my unlimited data plan and even offered me an allegorical story comparing unlimited data to unlimited pizzas. We obviously decided to leave with nothing on this visit as a result of condescending arrogance of this customer service rep, but mainly because of his awful awful story about unlimited pizzas. I'm convinced that he must have been on a mission to deter us from buying a new phone. My most recent experience warrants only one star. I recommend being as detailed as possible with the greeter at the front door because it may save you time, but most of all she's probably one of the nicest employees that you'll encounter past the front door. read more

DO NOT GO TO THIS STORE Ordered new phones today for "same day in store pickup" several hours later my wife went to go pick up the phones at 5 PM. Mind you the store is supposed to be open until 8 PM. Not only was there no one at the store but it was also a complete waste of time and gas. My wife then called Verizon support only to receive no real answer after spending over 30 minutes on the phone. I have now been on the phone for 30 minutes myself. I DO NOT recommend going to this location. Obviously they don't stick to their hours of operation which is staggering consideration they are VERIZON read more

A group of people work without being familiar with their products and changing plans without customers agreement for fraud. After being caught no timely response and sincere apologies and according actions! If you want to spend money and get screwed up please go there. If you spend money and willing to pay extra fees choose there. If you spend money and have to spend extra hours per month to yell and make education to these people, this shop is perfect for you! read more

Terrible- huge wait time with no idea of how long it may be, they seem to not care about all the customers in the store, going on 1 hour of waiting, after check in there was no contact. Employees seem to be taking their time, all focused on the sale not the experience. read more

Terrible experience! Representatives are obviously on commission. They will sign you up for services you didn't ask for and even lie directly to you. After purchasing a new phone I had to spend nearly an hour (40 minutes on hold) to get the contract straightened out. read more

I have been to the Jefferson Rd and Victor freestanding stores trying to get the cellular watches that I purchased from them in October to actually function with cellular service. The Jefferson Road employee attempted to assist and worked with us for a couple of hours, albeit unsuccessfully... our watches are still being charged for cellular monthly with no cellular connection. she routed the issue to tier 3 support and still no cell service in May!! in the meantime I have been to the Victor store (more convenient) 2 times, each time turned away at the door because they were "too busy to help", wouldn't even look at my sccount, and had employees just standing around. The same guy did this both times. He told me to come back during the week. I explained to him that I work full-time, have a family, grad school and its a half hour drive and still nothing more than I'm sorry you'll have to make an appointment during the week. But both times it was obvious that had I been buying a phone they would have had time for me! I have had 5-6 lines on Verizon and purchased all my phones from them for decades. I'm done after these experiences! My AT&T cart is loaded with 5 new phones, 2 watches, and their highest cell plans... still cheaper than my Verizon bill and I bet my watches will work!! Avoid!!!' read more

Horrible inept service. I was on hold for over an hour trying to get a phone unlocked that should never have been locked. The woman said she would call me back but called my daughters phone and left a message. I'm still waiting on hold again. They are charging us $200 for 3 lines ridiculous! At spectrum i'll pay $118. and not wait nearly as long. They will not even match close to spectrums price and with this level of customer service wht would anyone even consider giving them our hard earned dollars? That is why the big guys fail!!!!!!!! read more

Shame on Verizon for refusing to give us the $300 rebate that they promissed for one of our trade in iphones even though they have documention on their computer notes that they tricked us into adding another line by promising a Christmas 2019 rebate for upgrading to a new iphone XR. They had us mail in our previous iphone an told us to wait for the rebate in the next statement and they never gave it. The last supervisor then lied and said that they cant find ANY promotions for 2019 Black Friday and Christmas. That's a flat out lie! Verizon is a bully and a scam for doing this to a first responder. SHAME on VERIZON! read more

Wow, have some time on your hands. In speaking with the service folks they are one of the busiest locations in the north east. That being said when it was my turn up at bat I was well taken care of. She asked questions to make sure that all my i's were dotted and t's were crossed. And heck if I did have my fancy pants phone I couldn't check into YELP! read more

I am so unhappy with the store. In June I purchased a new phone which I was stated I could have an early upgrade. So I went from the 11 Pro to the 12 pro max. Plus I bought an iPad plus $300 worth morphs extra stuff that they sold. For the last three months I have been on the phone fighting with Verizon. At first it was stated that I never handed in my 11 Pro, which I did gave it to the guy. They did some investigation didn't hear back from them, well a month later still missing the phone. And at the end of August was given $1000 bill to cover the payment of my new phone. So needless to say I've been on the phone with Verizon for hours on end trying to figure out how to fix this. Some of them say it's my fault because there was not supposed to be an early upgrade. Well geez I didn't take the phone off the shelf and plug in all the information and say yes you have an early upgrade let me get this for you. The guy stated that I had eligibility for an early upgrade plus with the purchase of an iPad I would get money off. It has been nothing but a mess that I've had to deal with. Now I'm looking at dealing with collections to hold off discontinuing/shutting off my phone because I don't have $1000 just to head over to Verizon. No wonder so many people are switching out of Verizon. I wish I knew the name of the person who sold me the phone. I'm trying to find a phone number to actually call the store but I'm having difficulty doing that as well. I would highly suggest never purchasing a phone from the store or any other device. I've been a customer of Verizon since 16 years old and I'm almost 40. With the amount of money I spend monthly you would think I would get a little bit more respect and support from Verizon. But they don't give a crap about me. So glad that I have all this extra time in my life to Figure out a way to fix what Henrietta Verizon did wrong. I feel that they should be responsible to cover the thousand dollars. read more

verizon has the worst service out there. charge for 4g service and cant even delivery reliable 3g service. Sucking people into so called 5g service get the slower services right first. I am dissapointed that they would treat a customer of over 20yrs cheating them out of haed earned money. read more

Came in and out. At this time its easy later in the day it's tough but friendly service. They explained everything and did some changes on my plan without a problem. read more

This location is one of the busiest in the northeast. When you go to the Jeff road store the atmosphere is pleasant. The sales reps all have patience and take their time helping each individual persons needs. They also have wonderful customer experience reps as well. Everyone at this location are knowledgeable and know their stuff. read more

***Super long wait at the store !!! Ended up calling them which you end up waiting at least 10-15 minutes. Also be aware that if you had that 2 year contract upgrade for Discount price of the phone. If you change your plan, that option will no longer be available, and you will be stuck with the monthly payments for 24 months, which comes out to the full retail price of the phone itself, hence taking away the perks of the two year contract. In my dealings with the representative on the phone when you change the plan, they will not disclose that to you. At least not to me. So I find that very deceiving of them. I don't know if that is Verizon practice or the negligence of the sales rep. read more

Worst customer service ever! Even though they make a list of people who needs to be seen, they ignored and attend to the person who came after me! And to remind you I was waiting there for an hour! And another 30 mins at the Verizon in the mall. I would never choose Verizon as my phone company after this encounter. Everyone's time is precious and should respect that, however they neglect to do so. read more

Normally we have a hard time going to any Verizon store or dealing with any issue, but from the moment our sales rep Greg helped us at this store, our time in there was delightful and so easy! He was super efficient, incredibly helpful and knowledgable, and really personable. Never had an experience so enjoyable at a Verizon store. Thanks Greg! read more