Yes, I had to wait my turn b/c I did not schedule an appt. But once Finn sat down to help resolve my problem switching from an Android phone to an iPhone, his service was professional and complete. He never made me feel like I was pushed thru so he could move on to another customer. [[HIGHLIGHT]]Thank you, Finn, for your time and patience[[ENDHIGHLIGHT]] J. Wiedemann read more

Terrible service. Verizon never set up my phone correctly and the representative at the store Lied about the time support and customer service is open. Personnel were arrogant, condescending, and substantially unhelpful. An attitude that stinks to high heaven. At least he pointed out where other Verizon representatives either lied or failed to disclose KEY charges and data uses on my account. The rude attendant even asked me "if I was going to call my lawyer" in the store, wtf. I'm going back to my credit card company to demand a chargeback of everything I've spent at this incompetent organization since it has Never worked correctly for the past 3 months since I stupidly signed up here. read more

I was sold a phone that I didn't ask for (wrong model/size). Of course, I didn't realize this until the next day. After a call to customer service, I had an appointment at the store to exchange the phone. I was asked to arrive 15 minutes prior, so I did. It was 20 minutes past my appointment time and I still wasn't being served. Why take appointments to add you to a queue when you arrive along with anyone that walks in? There was one representative that was helping customers who needed to speak to customer service and she was literally standing with them as they were on their phones setting up their watch or paying their bill. Overall, it seemed to be a lackadaisical operation. If I need to visit a store again, I'll try another location. I will say the person who handled my exchange was very helpful, efficient, and friendly. Hence the 2 stars. read more

I rarely leave reviews, but this has been one of the most frustrating business experiences I've ever had. We opened a Verizon Business account over five months ago. The store staff offered us a locked 3-year rate, and promised a promotional business credit that was supposed to appear one month after our first billing cycle. Since then, our monthly bill has increased by over $100, and we have never received the promotional credit we were promised. [[HIGHLIGHT]]We've tried to resolve this multiple times calling and visiting the store at least 10 times over the past five months. Every time, they tell us they'll escalate or follow up, but nothing ever happens.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]The store manager who sold us the plan used to answer our calls and texts before we signed up. Once we made the first payment and the phones were activated, she completely stopped responding.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]When we go to the store, they either say she's not available or "on vacation." They even set up an appointment for us at another location to meet her, but when we arrived, they said she wasn't there.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]We also called Verizon Business customer support, but they said the issue has to be resolved by the store and the store says they can't fix it. We've been stuck in the middle for months with no resolution, just higher bills and broken promises.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]For a company as large as Verizon, this level of customer service is unacceptable ,especially for business clients[[ENDHIGHLIGHT]]. [[HIGHLIGHT]]I hope someone from Verizon sees this and helps us finally resolve the billing issue and credit we were promised.[[ENDHIGHLIGHT]] read more

I want to give credit where due, [[HIGHLIGHT]]I came to this location days after the big Verizon outage and just before close time and their rep Brian (the guy with the long hair) was top notch.[[ENDHIGHLIGHT]] He resolved a complex issue for me fast and he actually fixed some problems with my account that I've had for well over a year that no other rep bothered to fix. This is exactly what this company needs right now and reps like this should be promoted to upper management. I can tell he has a keen understanding of business and Verizon is lucky to have him. read more

[[HIGHLIGHT]]Just awful. I bought 2G from Verizon based on my discussions with their sales people.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]The telephone sales person said their technicians could anything work even with third party internet extenders.[[ENDHIGHLIGHT]] But no joy. They told me that their system won't work with third party equipment. so I have no internet. Thank you Verizon. read more

This place has changed drastically. They used to have amazing customer service, almost personalized. It's really opposite now. Just a number. It's almost like they are weaning us off of live personal help. $30 to help you do a data transfer. Low morale and poor customer service. I'm on the phone with tech support since I could not get help in store without an additional fee. Totally frustrating help with someone overseas who has no idea what they are doing. I have to explain and re explain many times over, I have difficulty understanding thru a heavy accent (which I don't mind, I just don't understand), and they have to type to someone else what is going on and then wait for a response on what or how to help me. It's like a bad case of telephone - no pun intended. Corporate America has jobs gone over seas and while cheaper for them, more expensive for us, and major decline in service between AI and jobs abroad. This sucks. read more

[[HIGHLIGHT]]Verizon has the worst website I have ever encountered t credit, useless.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]Not to mention they decided to have fios and wireless on two separate platforms which are both equally horrible.[[ENDHIGHLIGHT]] The rank last and next to last on dependibilty, functionality​. Etc. They should be ashamed.of their website, i know their staff is clearly demoralized by it. Scrap both sites and get 5th grader to improve upon the mess u continously keep. [[HIGHLIGHT]]I hate doing business with verizon due to their 3rd world website.[[ENDHIGHLIGHT]] Impossible. An embarressment. Good for nothing. read more

[[HIGHLIGHT]]Your customer service! I walked in and checked in at 5:45 PM EST left at 6:22 PM EST and no one ever said anything to me.[[ENDHIGHLIGHT]] Just plain terrible!!!! read more

I had a terrible experience trying to return Verizon equipment . I decided to discontinue FIOS TV- and after online discussions with the company representative - was instructed to return two Verizon boxes to 11431 Rockville Pike - which was about a twenty minute drive from my home. This address was provided in an email she sent me. I drove to this address. The store was no where to be found. I phoned the number for the store - and was informed the store had been closed for three months - but that I should go to a Verizon Store on Shady Grove Road, about 15 miles away. I then drove there. The Verizon employee scanned the PIN code on the boxes and told me she could take one of the boxes, but that the other one was not on my account. I provided her with the order # and showed her the messages from Verizon about this box- but she could not do anything. The following day a Verizon representative called me and told me I needed to return the remaining box promptly or I would be charged for late return. I explained what happened- and that I had spent about three hours tryiing to return the equipment, but she had no explanation!! I will now ship the remaining box back and hope for the best, but Verizon's computer systems seem to have many glitches. So - be warned - and don't use Verizon if you have any choices! read more

My boyfriend and I came in to purchase a brand new phone. The "Specialist" was very rude, I asked for help 3 times with the internet and he refused to help. We left the store feeling rushed and our issue was far from resolved. Eventually, we accepted the reality that we needed further assistance. Reluctantly, we came back to Verizon. Our 2nd Specialist was Luis and he was Perfect, the best specialist. It makes such a huge experience when the staff is willing to assist and doesn't treat you like you are bothering them. It creates an issue for the company for a customer to return due to refusal from the staff to assist. If you are seeking a quick and efficient experience request Luis. We will return to him with any of our future phone purchases. read more

[[HIGHLIGHT]]Two hours just to get a phone upgrade. And we had no wait to get an attendant.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]I've seen three cycles of customers come and go and am still sitting here.[[ENDHIGHLIGHT]] I don't get it. I only gave the second star because the guy helping us, if you want to call that, was polite and seemed a little embarrassed. [[HIGHLIGHT]]I bought a phone at the Denton store and I was in and out in 35 minutes with all my data transferred.[[ENDHIGHLIGHT]] read more

My sister and I stopped in this location because we were nearby. We were informed that there was a 2 hour wait We only had a question about available plans for the new iPhone and she quickly directed us to the board with the plans. She pointed out a few additional pertinent details and we were back on the road within 5 minutes. We really appreciated Georgia recognizing that we were not going to take up much of her time and the time of others waiting. She was to the point and knowledgeable. Excellent customer service is hard to find these days and Georgia proved that it still exists. read more

Rerun stunt double totally dissed me as a Corporate store I was told by lame Southern District store Tenleytown that Rockville could handle the simple task of printing off opening page of my bill. Needed it badly as utility source to expedite my driver's license renewal. Alas, Rerun said NOOOO!!!!! read more

I stopped in on a Monday night around 5:35 wanting to look at the new iPhones. My dinosaur iPhone (iPhone 6+ 16gig) was WAY past due for an upgrade. After finally switching over to an unlimited plan I knew it was time. I did some research online but honestly playing with each phone in person made the choice easier. I think I was greeted? I mean I walked in to a basically empty store and went straight to the iPhones. Peace out Samsung... not today Google Pixel. A saleswoman met me shortly after and greeted me to see if I needed any help. Was she the friendliest human being? Absolutely not. Did she answer all of my questions and look up the specs? You betcha'. I wanted to wait for my boyfriend to get there before making any sudden decisions and she was all for it. She invited me to play with the phones and gave recommendations. I ended up leaving the store to wait in the car (I felt awkward standing there in an empty store) and no one stopped me or pressured me to stay. I returned about an hour later and decided on getting the XR. Was this the sales representative's recommendation? Um kind of. The woman never came back to help me so another guy ended up making the sale. He was super helpful and answered every question. Luckily the phone I wanted was in stock and despite the cases/screen protectors/ and doodahs offered I decided to only leave with the phone. One thing I will say is if you're being helped and the person walks away to help another customer you shouldn't wait for their return. I waited almost a half hour for the woman to come back and finally gave up and put my name on the list. This store has a lot of employees but they weren't all assisting customers. One employee was standing at the front with a tablet taking names. The store wasn't getting a ton of people coming in at that point but instead of helping someone she just waited. Overall this store was able to help me with my needs. If i have any issues I'll return without hesitation. read more

Looking for internet options: IMHO NEVER go to verizon. I'm a 12 year customer who just cancelled my service because when my internet went down I couldn't get support. Spent 8 hours on the phone with a digital assistant that just kept repeating the same instructions that did not work. Went to a store for help, no joy there but watch out for the teen age greeter with a bad attitude; she'll make sure you know how much of a pain your are to her! So, 8 hours on the phone a teen with an attitude. But I FINALLY got to talk to a human!!!!! But only when I called to cancel. When I asked for an email or phone to communicate my feedback he put me on hold for 10 minutes to go find one. No surprise he couldn't find one and told me to 'look on Google' I'm a corporate process improvement manager. Take my word when I say that verizon customer support is hermeticaly sealed from actual human contact. In my 65 years alive, I have never seen a support process so completely tuned to not provide support. Verizon does not want to know about issues, difficulties or issues with their so-called service. Beware of large groups of stupid, inept morons (e.g. Verizon) read more

We were enticed by a special promotional deal and switched over to Verizon two years ago. Over the past two years, we have had dozens of issue with the company. Verizon frequently switched us over to more expensive plans without our consent. They also added features (features we have no use for) and charged us for them every now and then, without us even being told about them, let alone agreeing to them. [[HIGHLIGHT]]When I speak to their customer representatives, who are actually often pleasant, they would tell me that they couldn't reverse the bogus charges in real time, but would issue a refund during the next billing cycle. Such refunds often would not come until I call them back and re-request in the following billing cycle[[ENDHIGHLIGHT]]. They also backtrack on their promotional deals. Recently, I upgraded my phone to 15 Pro. I have their representative on record "promising" that my old phone would get a full trade-in value (and from Verizon's advertisement, it should). A month later, Verizon reduced the trade-in value by more than half claiming that the phone was in worse shape than what would command full value. Moreover, I had a balance on my prior phone that Verizon was supposed to pay off as a part of the promotion. I just received my bill for the next month, and Verizon has the entire balance as outstanding to be paid - so next phone bill is now just under $1,000. I will of course need to call them regarding this. This would be yet another representative I need to battle with, adding to a vastly long list of Verizon agents I have spoken with over the past two years across various problems. I must have spent well over 30 hours on the phone. It shouldn't be like this, and it was never like this with AT&T previously. [[HIGHLIGHT]]For that upgrade to 15 Pro, I had to order three times with two cancellations to get it done. First, I was assigned to the Rockville Pike corporate store which the central office confirmed had availability. I waited several days and the store never contacted me to let me know it was ready. There was also never anyone picking up the phone at the store. Central office had to cancel the order and put in a new one[[ENDHIGHLIGHT]]. This time, they recommended sending the new phone to my house. [[HIGHLIGHT]]The phone never arrived. I spoke with several agents over the course of the following week, and eventually some supervisor" from their "escalation" team figured out that the phone was stuck in the "preparation" stage, and never left the warehouse, reason unknown. They had to cancel this second order and place a third one[[ENDHIGHLIGHT]]. So, a simple upgrade took around three weeks and around 5 hours on the phone with their procession of representatives. Verizon is truly a horrific company presently. It seems to be in utter disarray, and is a company to be avoided at all cost. I will be switching to AT&T or T-Mobile as soon as I can. read more

Checked in. Told associate we were there for an upgrade. After waiting 16 minutes, associate asks what we're there for. Respond for an upgrade. Was then told they can't do it I would need to make an appointment since they are not "express". ??? I ask if they have phones in stock to which he replies yes. I ask then why can't they and was told we're not express so you have to make an appt. We left and went to a different location. read more

Customer service is poor. They had no customer consideration when a reseller passed themselves off as corporate

I was way past over due for a new phone. Or at least, that's what I've been told. I knew it was time when the "B" on my keypad required a forceful thumb to work. I also knew it was time when it would just cut off randomly even with full charge or when I wouldn't get any texts all day but when I turned my phone off and back on again, a surge of old texts would come through. I had no choice but to get a new phone when I called my friend and although I could hear her, she couldn't hear me. My phone is my lifeline, so I immediately I went to the Verizon Wireless Store. I have always had a pretty decent experience at this location. It's a pretty spacious, well kept store. I usually go in the evenings after 7pm to avoid crowds. I've been told if you show up here during the day on a weekend, you may end up waiting for an hour before someone can help you. Although there was only one person ahead of me, it still took about 35 minutes before I was helped. I guess they may lean up on staff in the evenings because it's not as hectic then. A store manager came over to me a few times to apologize about the wait, explaining that someone will be with me soon. Thank you for acknowledging that waiting this long sucks - literally. I ate like 5 complimentary lollipops while I was waiting. They were the old school kind too. I was an easy sell - I knew exactly what kind of phone I wanted but still had a few questions. The sales guy that helped me had a very heavy accent, and I think he may have BS'd me a little on the answers. It was like he just talked in a loop and filled in the blanks with key tech talk. Whatever - I need a phone. I went for the Blackberry Tour. When he was ringing me up, he asked if I would like for them to set up my email. At first I said sure, please do...until I realized it would take another 15-20 minutes. Oh hell no, I'm out of here. I'm back in service! read more

The worst service. Bad attitude. Long wait times. Selling my Verizon stock. Hopefully Amazon will sell phone a network and wi fi. Please take their customers and demonstrate how to provide excellent customer service. read more

Arrive at the store promptly 10 am. I was at the store upgrading my phone. The in store experience was very unsatisfactory. The process was very slow. Store does not seem to have enough qualified technicians. We ended up having to call Tech Support to resolve the issue primarily because I think the technician I was working with in the store was poorly trained. The person did not seem to truly understand the techincal or non techincal aspects of job. Wasted 1.5 hrs. Left with out upgrade or new phone. I was given to option of taking the newly aquired phone home and try the process myself. Seems counter intuitive. I am in the store with the experts. Why should i go home to upgreade myself and I am in the store. VERIZON COMPANY STORE. NOT A RESELLER. DISAPOINTING AS HELL . PERHAPS IT TRUE , APPLE REALLY HAS STORE GENESIS. VERIZON DOES NOT. read more

The wait could not have been any longer. Lax. Low energy. Slow moving. All-around bad.

We visited here and thankfully got there at open. The doors were locked. Two customers were inside. Eventually a rep opened the door and said they were only allowing one customer in at a time. It was 17F outside. People that came while we were being served were told it would be a 1:30h wait time. I would like to know their logic behind this. I would give this place 2 stars because fortunately we were in and out fairly quickly, but I don't believe they deserve it. The service was kind of awkward, and we have had similar experiences over the past several years of visits. Each visit progressively worse. I won't stay a Verizon customer for long. read more

Fantastic experience today with Isaac. I made an appointment online to buy a new phone and add an extra line to my account. He made the whole experience a pleasure and even suggested things I can do to save money on my current bill. Zero upsell pressure or other BS. We were in and out within 30 minutes. Highly recommend. read more

Booked an appointment at 5:30 I was going to be late so I switched it to 6 And got there at 5:40 checked in It's 6:20 and I haven't gotten any service. Decided to walk out Verizon has gotten to bad over the years From not disclosing information to their customers to completely ignoring them I'm fed up with them I saw customers come in after me and get assisted Is it because I look like I'm 10 years old and need a parent with me or something Every time I've called customer service I have gotten a different answer from each one. read more

Verizon as a company is great. They have service of internet that called above unlimited or something like that. And the name is not a mistake. You will really get amazing internet speed. Really worth checking it out if you need high speed internet and a lot of it. One thing I wish they wouldn't do. I'm not sure if it was honest mistake, or they just didn't want to tell me, but they did not offer me the best plan in terms of pricing. Only when I showed them the online pricing they matched it. Store is beautiful. They just need to train staff better. Will never leave Verizon! read more

Very poor customer service. I was ignored after I entered. The gentlemen who entered the store after me was ignored as well. There is no information about checking in. Apparently a service rep will find you and check you in which they don't always do. Follow up - the business manager posted a follow up, but there is no name or contact information. I received a text from Verizon following up to see from Joseph " to make sure we addressed your needs during your last visit. . . . " I responded in hopes of finding someone to listen to my complaints, but I received no more texts from verizon. read more

Went in on a Sunday afternoon to pick up new SIM cards to port to Verizon from AT&T. One of the phones did not work. Joe, (the Manager of the store) immediately blamed AT&T saying they had locked the phone (even though I told him I had purchased an unlocked phone from Apple) and refused to help further until I spoke to AT&T. The phone said there were no SIM restrictions in the General App section of the phone, but he refused to listen. Spent 60 minutes getting to AT&T to confirm the phone was indeed unlocked. Decided to check with another Verizon SIM which worked and thus confirmed that the problem was with Verizon and not AT&T. Wasted 60 minutes due to an incompetent manager who did not wish to do basic troubleshooting and used the standard tactic of blaming a competitor to get a customer off his plate. Went back and had another sales rep, AJ, help me. He understood the issue, was very patient and gave me a new SIM. Voila, problem solved. Verizon management - if you are listening. This is not the way to welcome new customers porting over to Verizon. It starts off the relationship on a bad note despite the $650 you give to move! Please train your staff to do basic troubleshooting instead of just fobbing people off and blaming competitors. read more

Terrible customer service. Was 2 minutes late for my appointment and they took me off the list and asked me to wait over 2 hours. Can't wait to switch to T Mobile! read more

This review is about Verizon and its disclosure on service charges. Verizon charged me $99 for a service person to fix the connection on a router that I rent from them. I was not explicitly told that the minimum fee would be $99. I would not have scheduled the service. Verizon is not willing to take responsibility for its poor communication or waive the fee. I have filed a complaint with the FCC re this matter. I am also posting about this experience on social media to warn other Verizon customers that they may be charged an exorbitant amount for a service charge. read more

Thank you Aaron and and Albert for helping us set-up Verizon FIOS at my new place and getting a great deal on the iPhone 6 for my wife. This guy's was so helpful by explaining everything and walk us through the process of setting up the new account. Thank you guys. read more

Verizon - The in side of the store - Mobile Phones Near Me - Rockville, Maryland

No matter what time of day I seem to come here...it's ALWAYS busy. I come to this VZW store because it's close to where I live and also on my way to work. Come here before work, they wait is at least half an hour. Come here during lunch, the wait is at least an hour. Come here after work, the wait is at least half an hour. Come here during the weekend, the wait is at least an hour. Aaaaaaaaaaaaaaaaaaah! They have so many people working here, and still the wait is at least half an hour. Seriously people?! The store is pretty spacious and always clean. They have four sofas you could sit on while you wait (for at least half an hour!). Browse through the store a couple times, eat a lollipop (or two), and you're still waiting to be called. No matter if you're waiting to get your phone fixed or buy a new phone, you're still waiting at least half an hour. Bleh! read more

Horrible customer service. Very rude, tired & look as if customers are wasting their time.

Not impressed overall. Horrible selection of phone accessories & the prices are just ridiculous. Do yourself a favor & go online to buy that stuff; don't waste your $$$ here. Note: I previously had a 2 year agreement w/Verizon & had the Droid; this phone gave me nothing but problems & Verizon sent me two refurbished models which were absolute junk. Each time I had to reload my contacts, apps, etc., which was very time consuming. I finally stopped @ the store, for the 3rd time in several months & demanded a new phone at a discounted price. They hooked me up with a good deal on an iPhone 4S, which I've been very pleased with. It's been a year and I haven't had any issues/complaints. read more

Top notch service to Kevin aka Mr. Fast Tracker under the grand management direction of Greg. As usual there was a wait, but the new gadget to track the customers was a great addition... just shows how long it's been since I've visited a VZ store. I have been having a terrible time accessing the Internet & after 2 weeks of waiting for VZ to FedEx me a new Sim Card (they will not leave a Sim Card at your door) I was instructed to head to my nearest VZ store for a free Sim Card...ain't nothing wrong with free. I was greeted by Kevin who was exuding such friendliness for an early Friday night. I was given a 20 minute time frame of waiting & after 5-8 minutes, I was "Ms. Fast Track" & got my new Sim Card. Kevin activated my device, shared some freebies I had earned my account & I was out in 12 minutes flat. I have a new VZ store thanks to Team Greg & Crew...as every employee greeted me even in the midst of juggling multiple customers. VZ in store customer service has come a very long way. Thanks Kevin! read more

Would give it zero stars if I could. First off, we were asked to check in. We explicitly told the guy helping us that we were there for an in-store pickup. We proceeded to wait 45 minutes for help. The guy who helped us, when hearing we were in for an in-store pickup, profusely apologized and said he would have helped us earlier / immediately if he knew we were in for an in-store pickup. Cool. Everybody else was also frustrated because of similar issues. I should feel for the employees here since they have to work past 9 probably all the time but honestly I can't feel anything but annoyed af. read more

If I could leave 0 stars, I would. I bought a phone here to replace my work phone and spent more than a week trying to set it up. Even my children, who, admittedly, are more tech savvy than I, couldn't figure out how to set it up. I brought it back to ask the employees to help me and they waved a paper in my face with the IT info on it. Very rude way to tell me they don't do set ups, in my opinion. Finally, i went back today to return the phone and they said I couldn't come in the store without an appointment. I know there are specific rules for Covid but this is ridiculous. Never buying anything from here again. Thinking of switching services. read more

Verizon Wireless has been beyond disrespectful. They cut off our phones after making an arrangement with us and then when I called to make an arrangement with them the woman whose name is Sarah had hung up on me over the phone. All we ask is that Verizon honor the original agreement. We are in the middle of a pandemic and people are hurting and for Verizon to treat my family like this after we have been customers with them for over 15+ years is beyond hurtful. These people who work there are exactly why they lose business. At this point only managers need to speak with me. This needs to be fixed ASAP. read more

After 17 years Be with Sprint company I decided move to Verizon and in fortunate I came to this store I bring three cell phone line with me reason I came to Rison for better service and better quality and better Wi-Fi faster Internet and they promised me a lot of things might be going to be lower than Sprint it is almost four weeks right now disaster I never have this going off the problem with us being in 17 years I make a big mistake I wish I could him back I already close with the spring they charge me one month advance in Verizon I just started my service three days ago and yesterday I already paid 275 and it is 24 hours they disconnect my phone and nobody knows what the hell is going on and keep making excuses please don't change your service to Verizon and don't ever come to this store it is big mistake bad experience in my tire life read more