I thought I had experienced poor service from a wireless company before, how incredibly incorrect could I have been! I thought they had a great promotion, my provider at the time had began placing charges on my account from two years ago after I closed one of the lines. So yeah, new phones (on us) they say, the salesperson boasted better service, and better coverage. We wanted the iPhone 17 plus, you will have to get the 17's now and when we get the other phones you can upgrade, just pay the taxes. Well the phones may have been new, but that was new to me. The first time I powered on one of the lines, I received 5,324 text message and an absurd number of messages. My phone needed to be erased and reset to work properly and my lady needed to have a problem corrected with her device. When she went in for service there was an exchange and she was called a liar by the salesperson. We went back to the store together, I was successful in having my lady's issue resolved. Upgrading the phones to the iPhone 17 plus, he said we needed to pay the taxes only before. When he transferred the accounts, "that will be $141.56, the taxes and $30 a line." That wasn't what you told me, "Well that's the fee." My bill, today $560. Much more than the $140 we were quoted. You would think this couldn't get worse, today 10 days after receiving the "new phones," one of them will not turn on. I have been lied to by every salesperson in the store except the one that greeted me upon arrival. Looking back, I misinterpreted his body language that said "RUN AWAY LIKE HELL!!!" read more

I had an absolutely terrible experience at the Verizon store. I went in on October 23rd to purchase a new device, and I was told I would be getting a silver phone. When the rep returned from the back after porting my number, he handed me a white phone instead. When I politely said I didn't want a white phone, the staff became argumentative and combative. A senior team member came out and was outright disrespectful, mouthy, and completely unhelpful. To make matters worse, the manager told me I would have to pay a $50 restocking fee just to get the color I was promised. The packaging even confirms the device is "Cloud White"--not the silver I requested. The staff was rude, unprofessional, and unaccommodating. I shouldn't have to pay extra for a mistake that wasn't mine. I will never return to this store and would caution others to think twice before going here. read more

Horrible location. They have been rude on multiple occasions, and they take advantage of people and upsell to customers; convincing them to buy things they do not need. One of the worst examples of customer service I have ever experienced. read more

Horrible experience once again. MIA is the assistant manager in Santa Fe at the corporate Verizon store , 3545 Zarfarano Drive, Santa Fe, NM 87507, who put on an act like she was going to help me and what a joke. We had 3 people on our plan and my husband and I decided to switch to T-mobile because of the lies from Verizon when we tried to get a new phone. My son stayed on my plan. It's been 1 1/2 years and I can't even look at my phone bill because I don't have a phone with Verizon and I can't get into the account without a phone number. But they are deducting the payment from my checking account. But that is nothing compared to the fact that my son was supposed to get full credit for a new phone when he turned in his old phone in August 2024. I called customer service every month for the first couple of months and they adjusted the bill but the deduction would not happen unless I called every month. Finally I went into the Verizon store in Santa Fe this morning July 21, 2025 and Mia an assistant manager, another assistant manager, ( don't know who it is because they grabbed all of my papers from my hand and told me to leave the store) told me at first that she could get all of my statements back 1 year. Then when she got them she said that she could only go back 3 months. She proceeded to tell me my son got the phone 1 year ago and that there was nothing she could do . I said that I have been trying to straighten this out for a year and it has been documented when they started giving me credit. She also lied again because he had been billed for 10 payments of paying for his phone and not a full year as she said. He was not supposed to be paying for his phone at all and it was supposed to be credited over 36 months. She and the other assistant manager and another employee "ganged" up on me and told me to leave the store and she would document the account that I wasn't allowed to come back to the store. She also told me I could NOT have the 3 statements that she had printed for me and literally ripped them out of my hand. I then went to the "non-corporate " Verizon store at 4961 Main Street, Santa Fe, NM 87507 and my experience was unbelievable. They offered me water while I waited and they were so kind and resolved the issue in 10 minutes. Rafael had his iPad in front of me at his desk ( he didn't have to go to a back room like Verizon did) and he proceeded to look at my account from when the phone was first acquired and saw that the promotion had been erroneously removed. He looked at the promotion which was valid and had Verizon on the line and got the promotion put on again I had my account credited for the 10 payments that I should NOT have paid and the cost of the phone $830.00, will continue to be credited for a total of 36 months . He was a miracle that I had stopped into this store. The corporate assistant manager at the Verizon store had no intention of straightening this out. I give the "non corporate " store at 4961 Main Street 100 stars, If you want to preserve your sanity do not ever step foot at the Verizon Store on Zarfarano Drive, Santa Fe. Better yet switch to T-mobile. read more

After 3 tries, we did finally find a helpful and knowledgeable Verizon associate. He managed to explain options and helpful suggestions which made upgrading the phones possible without a huge increase in the monthly bill. The advertising about "free phones " still isn't quite true imo. read more

Brilliant support from Verizon. My customer service person was VERY knowledgeable. ASK FOR Soren!

Not at all happy with my experience at the store re purchasing a phone. I was misled about what I was paying for and, in particular, whether it was refundable. I wasn't given a receipt and when I went back to get one I saw that everything was different than what I was told. The charges on the receipt were all for starting up a new service, not for the phone as I was told. And nothing was refundable! read more

The only thing worse than this Verizon store is the one at DeVargas mall. Depending upon who you speak with their pricing, and story changes. The pricing is never etched in stone and customer service staff seem uninformed. No one here at this store seems very bright and certainly not on the same page as far as pricing, service etc. Hire some people that care about customer service guys. Perhaps hire people who are articulate and care about the customers. read more

I took my dad down to this Verizon location because his iPhone was dying. The wait was about forty minutes and when we finally were helped the gentleman was less than helpful to say the least. He kept saying the phone was "Out of wack". To sure exactly what that meant so I asked him to explain what he meant and he replied by saying "Out of wack" over and over. He did a factory reset and said that shout sort it out. Umm, okay. read more

Elijah did an excellent job in assisting and greeting me upon entry to the Verizon Store located on Zeferano. He was quick and efficient and even asked if I wanted the new protection on my phone from cracking which I declined in order to save as backup. Elijah is a very hard worker and made me feel a valued customer. Thank you for your hard work! Karen read more

Jasper(?) was so incredibly helpful! He fixed my husband's phone problem, and was so calm and positive! He made several checks to make sure there were no additional problems with the battery or the ability to charge the phone. Awesome employee and human being! You should be very thankful he works for Verizon and gives such fantastic service!!! He's a gem! read more

I bought a I watch series 4 brand new. It discharged and burned my wrist yesterday I went in Verizon today the employee "Ever" told me 15 minutes, finally after 35 minutes they take a look and say oh well you have two options you can send it in and get a refurbished one or you go to Albuquerque and get a new one as a replacement I waited 35 minutes for 30 seconds of information Horrible service I absolutely will not go back if there's any other option read more

Cesar was friendly, efficient, and answered all my questions. This is a very busy store so just be patient. It's best to make and appointment instead of walking in. He did not make me feel stupid. Go there, but make an appointment. read more

Santa Fe, NM, Zafarano : What an absolutely POS display of customer service, even with today's low expectations..... Walked in, no greeter, no sign-in. Walked to the back, found an employee, don't I need to sign in? Instruction, Go to front podium, someone will meet you there. Went and waited there. Per my phone time, 40 minutes later, same dude finally walked up and over and signed me in. I was 2nd as noted that another was instore before me. Waiting Waiting....Then saw VEmployee helping couple I had observed walking in, How long before I will be helped? What's your name? Provided. Uh [and eye roll] you checked in 5 minutes ago. Uh, that's b/c you took so much time to check me in. A literal "whatever" in response. Left as I just couldn't take it. On prin, a diff phone service, here we come... read more

On May 27, I had issues with my phone not connecting to the Verizon network caused when moving from my business plan to a family plan. Cesar was so sharp he figured it out quickly. Melissa was very helpful too. I was in our and in less than 30 minutes. Both super nice. This is a first in over 20 years as a customer with Verizon. Typically, the caliber of people aren't up for the complexity of the issue. These two absolutely knew how to approach the problem. Thanks Cesar and Melissa read more

Horrible service. Made an appointment via the Verizon website. Got confirmation of appointment. Showed up at appointment time, store greeter said their system did not have my appointment registered. I showed the greeter the appointment confirmation email to no avail. She said I had to wait. Good way to lose business. Verizon should stop wasting their money on advertisements and get their appointment service fixed and train their staff. Go to Apple store if you want professional service, definitely worth the drive. read more

Sean was very helpful and patient with me and my aunt the first time we went. And when she changed her mind about some items he was still very helpful and patient about the return. Thank you Sean. read more

If I could give a MINUS rating on this place and Verizon in general, I would. After receiving a notice that my router would no longer work after 12/1 and that there was now a cap on the amount of gigs offered in my location, I went into both Verizon stores in Santa Fe. It appeared that the solution was to open a business acct . and drop my personal acct. altogether, according to their sales person. That was the first week of December. It is now the first week of January. I have spent no less than HOURS, DAYS, WEEKS, dealing with this issue at both stores and online. I STILL cannot view my acct. online, so I have no way of knowing what I am paying for nor what plan I'm really on. Several subscriptions were tacked on that I was NOT made aware of. The modem ( $349) is suppose to be free, but I just got an email stating that it is not. I have received snail mail saying they do not have an email address for me, even though I'm receiving notices on that business email about what I owe,etc. The dates as to when the service kicked in are WRONG. The price I was quoted for my plan is $50 more than what I was quoted. I just booked ANOTHER appt. in the hopes of getting this straightened out. And BTW, I live 35 miles from the nearest store! Not one employee at this store is trained to handle my particular issue. They just sell phones. Neither are any of the people I've encountered online. I've had Verizon for many years. I don't know what happened to them, but this issue has given me sleepless nights and diarrhea. If there was anyway I could wave a magic wand and be done, I would. But, as we know cell phone and internet service is crucial in today's world. And where I live, in a rural area, this is IT. This experience has been so frustrating, so agitating, that I consider SUEING VERIZON for all the stress this has brought into my life. read more

i left a google review before but it's been removed, which makes me think this store wants to keep its scam going. so i will keep posting this until they stop: do not change your number. do not let them lie to you and make you think tou have to change your number. its a trick so they make commission on a new line. read more

EXTRIRDINARY SERVICE! Avianna worked with me on a personal level that simply is hard to find anymore! When I couldn't get things to work or needed help re the Insurance component, she called them and got me a NEW IPHONE AND HAS CONTINUES TO ASSIST ME IF I NEED HELP. Avianna is not only helpful, she is kind and patient. WONDERFUL SERVICE!! And my phone has worked without interruption or dropping calls in my off grid property. SERIOUSLY--PERSONAL CARE IS ALL BUT FORGOTTEN THESE DAYS-- but NOT with Avianna at Verizon by the Walmart. If you want service that is reliable and conducted with a welcoming smile, GO SEE AVIANNA! read more

Went to the Verizon store on Zafarano as they seemed to have the best reviews. My new phone was not updated properly. Had to call apple support. They sent me to Best Buy. Do not purchase a phone at Verizon. There are so many glitches with the $400 phone. Too many to state. The people at Best Buy are incredible. I am now going back to purchase a phone from Best Buy cause the new one is definitely not new!!! Honestly for your sanity- stay away from Verizon. I can't think of one good thing to say about them. Best Buy for great customer service and people who actually still care! read more

Tried to buy a new iPad thinking I'd get it from my carrier, like the PAST 3 of them. No luck. Nobody answering the phone, automated system just kept passing me along. I agree with the previous negative posts. I have probably 8 lines with these people, for over 20 years. The service gets worse and worse. I've avoided going into this store like the plague for years now and now I am really moving on unless something gives. Looking at other carriers now. IF we are going to do all this online, may as well just look for cheap. Zero service. I'm a good, on time bill paying corporate client.. David O. Santa Fe NM read more

Promises of future credits on promotions NEVER materialized. They make you spend HOURS on the phone and wait for managers who are NEVER available in the hopes that you have better thing to do than babysit this greedy company. AVOID!!! Had to call the corporate office and speak w professionals who resolved the matter. read more

I hate this place you get the worst service here ever the employees don't give a crap about they let you wait around for hours while they sit on there phones in the break room One guy tried scamming me and put me into another 2 year contract for a phone I already paid off when I had a warranty and all I was trying to do was get a replacement these guys suck read more

took a while...but I got what I came for- a new iPhone. Their accessory selection isn't as good as the apple store, but who want's to drive to Abq.? Not as bad as they use to be.... read more

Did not have the case I wanted and instead of ordering it for me they told me they get a shipment everyday and I can keep checking back in order to exchange my current case. Ridiculous. read more

I just came in to upgrade to the iPhone 11. Not a big deal, or so I assumed. I waited an hour to get help, no big deal. When it was my turn, employee, Marcie, tried to help me out. How can one person make things so difficult. All I asked was that they just put everything from my old phone into my new phone, the same as every other time I've upgraded my phone. In the past I hand the tech my phone, they go in, check to make sure everything is good to go, then I get a new phone. Not this lady. First, she talked to me like a child, answering my questions with questions. Who does that? I was just trying to figure out if my phone was ready and backed up so I could transfer the info. After 5 minutes of going back and forth, question being answered with a question, I gave up. I'm an educated man, and don't enjoy being talked to like a child. I asked if some else could please help me. She was not happy, then put me back on the waiting list. I already had waited, now for over an hour. Why does it have to be so difficult. If I could give zero stars I would. read more

This is the best Verizon store! I travel to LA San Francisco and New York. Sean the general manager is a must if you have any questions he'll solve everything! Viva Verizon! read more

Poor Verizon signal in Santa Fe. Even if you have 3 bars their system is overloaded. I feel like I am back in the old days of cell phones.

Boyd is not helpful. I did most of the work on the phone with customer service. He is rude, lazy and not helpful.

Took my 70 year old mother to replace her phone and we ended up getting yelled at by the sales person . She was very VERY rude and did not answer our questions . She talked to us like we were little children. When we tried to ask questions she said " you are not the only ones who need a phone" We left the store and had to return later. Thank god we got a nicer employee . I didn't get her name but she was in her 40s, blond with black cat eye looking glasses. She should be removed from dealing with customers . read more

Couldn't get it done. No willingness or ability to solve problems in a timely fashion. Ordered iPad online. Unit in stock and promised in 2 hours in store. By end of day, 6 and a half hours later, payment processed, serial number for new iPad on my phone, no iPad. I spoke to 4 customer service reps: Keisha, Ruben Josh and David, on the phone and in the store. All reps were polite but their hands were tied. Store manager relayed messages only, never came out of his or her hole in the back to try to help. In the store for 2 hours, on the phone for over an hour. After they closed the store on me, I cancelled my order on the phone with Josh and bought an iPad without a cellular connection at Best Buy in 15 minutes. Last month Wife was in the store 4 hours with bad phone reception: conclusion, remove phone case to improve reception. If that doesn't work, new iPhone model coming out in a month. Phone under warranty. Recommendation: Verizon: send your staff to problem solving school, particular your managers. read more

The staff here is either sleepwalking or gargling with battery acid. You want to be ignored? Misunderstood? Watch staff make faces behind the customer's back? See management lose their temper at customers? Have a seat and watch while you wait forever to be helped. It's all on display. read more

Verizon will not allow use of UNLOCKED phones. A phone I can use in the rest of the world cannot work with Verizon. Instead they are a monopoly trying to sell me a verizon phone that won't be able to be used with another network. America, cell phone service is easier in other countries and only in the USA is everything 'locked'. Therefore, I suggest you support T-MOBILE b/c they offer the opportunity to use your unlocked phone, no contract plan for $30 bucks a month. The guy at VERIZON could NOT provide me a monthly quote b/c it was based on so many variables. Instead tried to sell me a verizon ghetto cheap flip phone for $100. When I already own a nice nokia. I also have an iphone on T-mobile. I would rather support T-mobile to improve it's network than be trapped by Verizon. I am taking my 7 year old Verizon phone number to T-mobile so I can use my unlocked Nokia with that number instead of a broken ghetto Verizon phone. I refuse to support a company that touts it's 'superior network' and yet the simple use of an unlocked phone that can be done in the third world EASILY CANNOT be had in the UNITED STATES of America. Further more, I only pay $2.30 cents tax on my T-mobile iphone no contract plan per month. Not some huge unknown amount like on Verizon's contract plans. No termination fee. No b.s. Instead of acknowledging that maybe there is something sickly wrong with a phone company NOT being able to employ use of an unlocked phone, Verizon simply states 'Not compatible with all devices' -- nice euphemism for 'only verizon devices'. You lost me Verizon. I'm an UNLOCKED gal. Also we all don't need the latest phone. All of them are pretty decent at this point. I have a new iphone 4 and it's a perfectly fine phone. Showing off the iphones in these giant locked boxes at the Verizon store as if they are somehow gold is ridiculous. It's still and always just a phone and I'm not a pansy who buys the latest nor am I a dinosaur. It's just common sense. I suggest buying an unlocked phone and doing a no contract plan with alternative provider. If you stick with Verizon's rules you can't change the system. read more

This store location is adequate, SALES people are eager and relatively helpful in getting what I needed in upgrading an iPhone. Unfortunately VERIZON gets 1 Star due to their lousy lousy coverage that for the most part is spotty all over Santa Fe. The oddity is when you go into the store location (at least at this store - what appears to be a wonderful 5 bars of service has to be what I presume as employing the use of an installed EXTENDERS providing the appearance of great connectivity and service until you drive away and then you gets zilch! iMessaging is consistently delayed with unacceptable time frames to include poor data performance that is pathetically slow. read more

As I've experience with other Verizon stores in other places, the folks working here are focused on sales, not happy customers. I went to help my mom set up as minimal of smartphone service (data/talk/text) as possible with a phone she owned. The staff here made a convincing pitch that the absolute minimum verizon plan was the best deal. Later I find out a verizon monthly prepaid plan with the same data/talk/text is $10 cheaper. Another lesson to always check online before entering a Verizon store; they are worse than used care salesmen. read more

The 5 star rating is only for Marcie. The store gets a 1 star because the manager lies to everyone about the wait times and protocol. Marcie was able to troubleshoot our defective 3 day old iphone 11. We were on vacation when our iphone 6 died. No one at 3 other Verizon stores, Apple support, or the Toyota dealership could help or even wanted to help and acted like it was our fault and kept passing the buck. Thanks Marcie for sticking with us and also for the hug. read more

They don't give a shit about the customer. It is the worst Verizon store I have encountered in America. Great one in Santa Monica.

I never thought I'd leave anyone a negative Yelp review, but after receiving such unapologetically poor service here it's been earned. I've recently been engaged in a 2-week-long saga with Verizon tech support and customer service over a failed phone (4 previous Verizon store visits and 4.5 hours on the phone with tech support), so to be fair this store and its staff did not cause my original concerns, but my frustration with the situation certainly came to a tipping point here because they were ultimately the ones who could have helped this 15-year Verizon customer stay with the carrier but chose not to. The ironically titled Solutions Manager, John, was the fellow I worked with. It took 3 other "managers" on the floor about 20 minutes to locate him while I waited patiently, so I thought 'he must be important! Finally, I'll get to work with a human being who can actually help me with my situation.' He finally came up and greeted me, but I could tell within the first 10 seconds he could not give a shit less about my unfortunate situation because he started with all the typical customer containment tactics: 'I understand,' 'I'd be frustrated too,' and then went straight into the long list of 'here's what I can't do here.' I explained that I had just been at my 4th Verizon store, where I'd spent no less than an hour and a half on the phone with tech support putting me through the same processes I'd been through 3 times previously, troubleshooting on my phone. I also explained the tech support and customer service rep had called over to John's store while I held to verify they had my replacement phone in stock and would swap it for me, so I could not understand what the problem was. He said what tech support is not always true and that they sometimes say 'just about anything.' Really? I'm standing in your store looking for a solution from the Solutions Manager and it's very clear I'm at my tipping point, and you're going to essentially throw Verizon as a whole under the bus? I had already told him if this situation did not get resolved appropriately I'd be leaving Verizon. That was his response. So in the end, the assistance I received from this store was exactly the same as I could've gotten online, looking at my account, never talking to another human being. Thanks for a tremendous waste of time and energy. This customer will be leaving Verizon now after a long and happy relationship. read more

I'm revising my last review because I had much better service when I went back to return my phone. Seems I had a much better informed salesperson the second time and was able to exchange my phone. I'm still not happy that I was never informed about the $35 restocking fee for returns or that I had to wait almost an hour to be waited on, but overall I was satisfied on the second visit. read more