Update: with written explanations Bank of America finally removed the $266.64 charge from this horrendous experience at the Verizon store at 3349 Monroe Ave almost a month later. My phone trade in was finally released from my visit to 3359 Monroe Ave fiasco 2 weeks ago. The silver lining to that was I received $155 more for my trade in at the Verizon Business Center at Culver and University. All three employees I worked with: Mike Kevin and Curtis were great. Avoid the other location! read more

Went in to this store for tech support. (I didn't realize they don't do any tech support--just sales I guess??) The man who I spoke with was so rude to me. I tried to explain what I had done so far in terms of troubleshooting the issue and researching on the internet. He told me "well I don't work for the internet." (okay....) I said, "apparently this is a pretty common issue with the newer phones that have eSIM cards." His reply: "What do you want me to do about it?" I mean, "help me, maybe?" I've never felt so disrespected for doing nothing but walking into the same store where I had gotten my phone less than 2 months prior, asking for help. Wow. Oh, and the kicker is that I was right. The tech issue was indeed the eSIM card, which needed reprovisioning. This man had just never heard of the issue, and so I guess he decided to be ultra rude to me to cover his own inadequacies. Someone with his people skills should should not be in customer service field at all. I would seriously go anywhere else other than this store. I am planning to switch cell companies when my current phone is paid for--that's how disrespected I felt after this "conversation." It was my bad for not realizing they don't do tech support, but he could have just told me that. Something like, "oh, I see. I think this issue goes beyond what we typically do in the store. I suggest you call our tech line, at this number..." I had thought it would just be easier and nicer to go into our "local" store than talking to a robot online. I guess robots are just nicer these days... read more

Perhaps the worst customer service experience of my life. The store manager introduced himself as Vince and stood behind a rep who had just returned from maternity leave. He started by offering me a Netflix subscription. When I told him I preferred to understand the phone and plan options first, he asked me why I was "being so aggressive." He further told me he had a "sales angle" he needed to pursue. When I reiterated my preference for understanding the plan options before discussing add-ons, he asked me if I was "always this way." He and the associate then went into the back room and returned with a revised plan for me. It included both the Netflix option and insurance on the new phone. When he started to explain why I should choose the insurance option, I began to explain why it made no financial sense. He erupted, removed the order from the desk, and ordered me out of the store, saying I was trespassing on private property. When I hesitated, he raised his hands in the air, saying in a loud voice that we were being video recorded and telling me I could "bring it." He was "ready for anything." To be clear, I am 76 years old, and Vince is roughly half my age. I was in no way a threat to this man. I left and concluded the transaction at a different Verizon store the next day. read more

I travel further to use this Verizon Authorized Store because of the customer service. They have always been willing to go above and beyond to help customers. On Friday, May 31, I visited due to a draining battery in my iPhone 12. Jason helped me decide what available option was best for me. He took time, made sure everything was working, got me what I needed in terms of accessories and out on my requested glass protector and case. It took awhile, as I expected, but he remained patient and calm and friendly throughout. Couldn't have been happier. Thank you, Jason! read more

We have 7 lines on our plan so I am constantly in need of something. This location is super convenient! I love having somewhere to stop into in person, and Alissa has been so helpful the last two times I have been there! I opened a new line and was transferring someone else's number from Spectrum to my Verizon plan. It wasn't working at first and Alissa gave me her number when I left the store to make sure to follow up with me and see it through. She was so thorough and helped until the issue was resolved. The second time I went in, my husband's phone had just stopped working. I went in to upgrade, I was paired with Alissa again, and again, it was an amazing experience! She's top notch for customer service! I have to go in today for my daughters phone and I'm hoping she's there! Everyone in this store is really friendly both times I've been in. They all seem knowledgeable about the phones and the services. read more

Top customer service experience I've ever had. I went in asking for an upgrade on my current phone and to add a new person to the plan from AT&T and get them an Iphone 14. Elijah was wonderful throughout the experience, answering all of my questions and taking us through the process step by step. Manager Ashley came over when it was time for his lunch break and took over. She was so patient with us and helped us transfer all of our information to our new phones and answered all the questions we had not only about our phones, but I was curious about Internet plans as well. She gave detailed responses and wasn't pushing us to make any decisions we weren't ready to make. I genuinely appreciate all of their time and efforts and will be going back to this location should I need anything in the future! read more

I was very impressed with this location. I was also very happy that it is a real Verizon and not a cellular sales location. The location itself is super convenient with it being in Pittsford plaza near GNC and Chipotle. Since it is in Pittsford plaza there is ample parking but since it is near the Cheesecake Factory it can be hard to find a spot at dinner time. The store is immaculate. It even still smells new. It is very open and clean and you can easily see everything they offer. The one bad thing about the layout is that there is a wall in the front that hides the sight line to the back of the store and you have to go to the back to sign in. The staff is very friendly and helpful. On my first trip I was helped by John who sold me the phone and went over the phone aspects. I had to order it and he was very kind to allow me to have the phone sent to the store instead of my apartment because i didn't want it hanging out if I wasn't home. On my second trip when I was picking up my phone I was helped by Quest. He was also very friendly and funny. He was super helpful and I never felt like I was being rushed in the process since I was there are closing time. I was also happy he didn't try to up sell me on any kind of protection or insurance. He knew I had thoughts in my mind already and didn't try to change those thoughts. This location also offers smartphone classes so this way of you are making the switch for the first time you can figure out how to use it. A few things that kept me from giving a 5 star review: there isn't enough customer seating when you have to wait. I had a long wait and unfortunately had to stand through most of it. I also wish that when you are working with someone there was a place for us to sit and not stand. Sometimes the process can take a long time and it would be nice to take a seat. I was also very disappointed that the games they download onto the iPads are demos. I was trading in my phone so it was back to factory settings so I had nothing to amuse me for the long wait. It got really boring. Lastly, this may be a problem with my brain but my phone was taking a very long time to back up from the cloud so Quest and I decided it would be best for me to set my phone up at home. I was told that all I had to do was the get it all backed up and I'd be set to use my phone. I thought that was the case but I was wrong. You have to activate the phone (Duh, I know). I never thought about having to do it because I was told that I would be all set so I figured it had been done already at the store but it wasn't. I was very confused about why my phone wasn't working for many hours. Thankfully my husband has a brain and alerted me to my mistake. Overall, this is a great location and I totally recommend it. This is the location Adam and I will continue to use in the future. read more

Verizon - Store hours... They will be changing soon though. - Mobile Phones Near Me - Rochester, New York

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I dropped my iPhone on concrete last night--now the screen is completely shot. I brought it into the Verizon store and the sales associate was very helpful (Marcello). He called up my insurance for me and got through to the company very quickly. My replacement is on its way as I type this review. Whenever I go to a Verizon store, the sales associates are always very accommodating and friendly--that's something to truly appreciate in this age of automated customer service. read more

In my second 30 min of waiting...and getting no help. So busy up selling , they can't serve more than 1 customer an hour apparently. Even after the wait, I left with a SIM card that did not function. I spent over an hour on the phone with tech support as the store couldn't help me and they said I had to cal 'back end' support and eventually back end (who tried everything and were very patient and helpful) said the SIM card was a dud and refunded my money. So still without a functional phone. read more

been with them 17 years. Was completely lied to about switching from apple to android. have been complaining about this awful phone for almost 2 years. can't wait to get rid of the phone AND Verizon!! read more

Went in to the store to purchase a new phone for my son and had an extremely long wait. Salesman "upsold" my wife to add on an ipad with a separate phone data line which was a special being offered. He did not disclose that this came with a contract and we incurred rather hefty termination fees to cancel said contract. In the process of changing all of our account to sprint as a result. Way to treat a 15+ year customer. read more

My I phone 6 got wet went through the insurance claim,Said.they never received it 2 days prior as I sent it in.NOW they found paperwork also no one even said a word about deductible if that is not paid up front- no phone you could be waiting forever many years of paying VERIZON real bad when you get told different stories from the same company.Looking for a exit plan read more