Very disappointed with the level of service. The guy who helped us had zero personality or the willingness to help answers our questions. We were loyal Sprint customers of 14 years, who had to leave Sprint for Verizon due to coverage issues @ our new property. I'm not sure how people can say Verizon has the best customer service because this actual Verizon store doesn't! Next time I'll visit their franchise stores or Costco before coming to a real Verizon store. read more

I'd give them zero stars if I could! They do NOT provide customer service at all...we have been forwarded to 3 or 4 different departments all of whom claim they cannot access our account! Even customer service! Like what?? Why can't they access our account???? And they then just direct you back to the online site which is an exercise in circular routing. Their bills do not provide a breakdown of what your money is paying, so you just have to trust they are charging you honestly. No one seems to know anything! The worst!!!!! Do NOT go with Verizon! Go with anyone else!!! read more

Actually, NO stars...20 years of being a verizon customer and all I get is ridiculously bad or non-existant service, prices always going up, and b.s. excuses from employees. Verizon's web site and "Customer Service" phone number is unbelievably bad considering that this is a "COMMUNICATIONS" corporation......... I just switched to CRICKET for phone service, now I am just trying to get my PRE-PAID money back from Verizon.....looks like I will have to "Call Jesse!!" read more

I went to this store at 5:22 PM, 38 mins before they closed and was told that they may not have time to help me before they closed at 6. He took my name anyway and I was able to get assistance in about 15 mins or so. All I wanted to do was activate a phone as a prepaid device and get a SIM card. After a few mins of getting my information, I was told that the particular phone wasn't compatible with prepaid service. The woman spoke with her coworker who told me that they're phasing out 4G phones soon anyway and it might be better if I just get a whole new phone. So I left the store as they were closing and found out that I could check the IMEI to see if the phone was capable with prepaid service with Verizon and it was. I called customer service today to double check and they confirmed it. I went to a different Verizon store today and got my device activated with no issues. I have a feeling the employees were just trying to get me out of there so they could close. Horrible customer service and a huge waste of my time. read more

Wow, I just talked to Katie,she claims she is one of the 3 managers of this store. My husband spent over a thousand dollars at this store and I called the store asking if I can make an appointment to bring my new phone in and have the information from my old phone transferred on to the new phone. Easy Right, Oh No I wish the area manager could of heard how I was addressed. WOW! Very inconvenient for the store. Need to do it on line. It would take them at least 2 hours to transfer the info. I should know the name of the salesperson that sold the phone to my husband. All I can say is that this is not Nordstrom. I asked for her name (Katie) and her tune did change a little. REALLLLLY, hard to believe that any e professional business would have such a rude person one of the managers. I am so sorry that I have to deal with these people. Believe me it won't happen again. read more

Went to Silverdale Verizon store to check into getting different phone (one of ours wouldn't charge properly). We were told they had 0 Android phones in stock, no reconditioned ones at all, but said we could pre-order one that was 5G. The employee said we would need to get 5G phones anyway because 4G will stop working when there are 5G towers, so that's probably why neither of our phones get decent service. (That's not what I found out later online - says our phones should be fine). I told her our network extender quit working with one of our phones but works with the other one. She said it was because of the new 5G, the network extender we have wouldn't work. She said we need a new $200 network extender plus a new (or maybe 2) $1200 phone. Oh, and we needed to get a more expensive plan also. We are 2 seniors 72 years old+ and use our phones maybe 5 or 6 times a month between the 2 of us, but MUST have decent service for emergencies if our power is out. Will look into switching to AT&T. read more

Sat "next in line" for 45 mins with 8 employees 1 on their phone leaning up against a display, 3 with customers and the rest hiding in the back, wish it was just a one off but every time I come here it's like this, and I'm always reminded of why I just call to resolve stuff, I guess its my bad, such a nice store, yet terrible regard for the customers and good customer service read more

I have got to say, for such a large store there are not very many associates to assist; you are greeted as soon as you enter the store and put on a waiting list, then if you are lucky to get someone anytime soon is a miracle, and if you are wanting a technician good luck it takes forever! read more

Went here to pay bill and wanting change! Was informed had to wait an hour! Seriously no customer service! Especially with all the Host standing around! Completely useless and a waist of money! I don't want to be approached and told to stand in line! Useless Host! read more

Wait time Is always long, they're a few employees that are nice,but when it takes 2 hours to exchange a charger that is just B.S. It's faster to go buy a new car. read more

I hate going to this store. Evidently Verizon feels it's reasonable to make customers wait 30 to 45 minutes regardless of time of day or day of the week. My specific complaint is that we had to have our account changed from my name to my husband's, in order to take advantage of workplace discounts; but it can't be done online. This process took over an hour. The agent working with us had zero personality and zero clue, managed to get our plan wrong, left my name off the account (never asked), and left us waiting around A LOT with no comments, no updates on his progress, nothing. Also, someone should tell the managers that standing around chatting with each other while there's a LONG line of people waiting is VERY irritating. I do not plan on returning unless forced to do so. read more

I wish I could give them more than 5 stars. The customer service I received from them was so above and beyond anything I was expecting. The store is extremely busy and I had almost an hour wait. It was a long wait but so worth it. My rep, I wish I could remember his name, but he was amazing. I broke my phone and was having a hard time dealing with the insurance company. As a last resort went to their store. He spent almost 2 hours helping figure it out and actually got me better deal than what I walked in with. He completely advocated for me. He was so amazing and kind and I really left a very, very happy customer. His manager also got involved and was very helpful as well. I have nothing but nice things to say about them. I highly recommend! btw, even though my profile says texas, I live in bremerton and this was at the silverdale, wa verizon store at the trails outdoor mall. read more

This review is for the NEW Verizon Wireless in The Trails and Silverdale corporate retail center. Summary: Sure...They put in the queue quickly, but then you wait a very, very long time. There is an institutionalized process to work through the queue. Service lacks a personal touch. You seem to get ignored more if all you want is support (like me). Note that I did consistently see customers being talked to for a very long time. Much like buying a car in my view. A phone isn't a car though and I think that sales people were just dragging their feet just chatting with customers and other people. I talked to the manager today telling him that I needed a SIM card and that was it. I was quickly told to wait. The manager and the rest of the sales people avoided eye contact. Keep in mind I was not the only person pissed off after waiting well beyond the wait time. To make matters worse, at least 2 other people waltzed in and said they talked to X and they were put in front of the line. What about the others who were waiting already? 45 minutes later, it was my turn. I was told in less than 10 seconds my wife needed to be here and that I had just wasted my lunch for nothing. ??? The other 3 people I had talked to couldn't spend 10 seconds to let me know that in the first place? Nobody cared one bit. Blank stares all around. Last, we were thinking of giving verizon a try again. Nope. Knowing that the only corporate center treats customers like cattle...NO THANKS! If you read through the reviews, others say repeat close to what I wrote above. This place fails big time in delivering customer service. Worst service I have had in years. THE WORST! read more

"Upgraded" to a Samsung S5 at this store. It worked less than 3 days. After over 10 years with this company and 5 phones on contract, the "manager" refuses to work with us at all. Demands I pay a restock fee because I want to go back to Apple. Corporate is waiving the fee without argument. Long waits, poor management, terrible experience with the so called "manager". Go to a different store or use online service. read more

I would give them zero stars if at all possible. I have been ping-ponged between corporate tech support and the store support, with multiple theories and attempts at figuring out what is wrong with my phone. This has been going on for 3 weeks now. Phone still defective. So while I may have a network behind me, it is a network of dummies that like to say "I don't know" and not offer solutions to the problem. Avoid Sheena in tech support if at all possible!!! read more

WHAT A RIP-OFF!!!! I got my nephew a gizmo watch and THERE employee sold me not what I asked for at all and when I came back with in 14 day to I exchange it they told me I have to pay 50$ fee for a mistrial there employee did!!!!!!!! WTF?!?!? Horrible customer service!!!!! My advice just buy it online so you don't have to deal with Verizon employees mistakes and pay for them!!!!!!! I'm giving you 1 star because I can't have you a 0. read more

Te Anna absolutely rocks customer service. Great service, follow up, advice. Migrated 4 phone numbers and bought 5 devices + accessories. Te Anna is the bomb. This store is busy at peek times, but I feel the staff handled it professionally. They took us in order and we had a rep work with us for over an hour. Getting set up with exactly what you want is time consuming, but she stayed cool throughout. The best scenario would be appointments, but I don't think mobile customers are accustom to that. read more

Thyra Brooks is the best employee here and she has been the absolute best help to my husband and I. Today we came in to Verizon to cancel our plan because we felt as it we were spend too much monthly. She helped us to lower our monthly bill without loosing any thing that we already have. My husband and I are so happy with the customer service we get from her each and every time we go in to the store. Not only does she know everything about all of the phones in the store, but she knows the ins and outs of the company and the plans and how to help her customers!! We are happy customers!!! read more

I went in to get my AT&T carrier changed over to Verizon, Easy right? Well no. I found out through quite a while of explaining that basically verizon didn't work with AT&T phones. I wasn't aware of this.So I was told I had to buy a new $750 I phone 6s. Anyways the staff was pretty nice. My complaint is the time involved it felt like I was buying a house or car. I was there for over 2 and a half hours. that seems excessive to me for just changing carriers and purchasing a new Iphone. The parking was ok. I think I was lucky because I got there early, I think it would have been crazier if I would have waited until later. read more

More and more unhappy with Verizon customer service every time I come in contact with them! 30 minute wait to get a screen protector and still 2 people in front of me! Talk to the 2 ladies standing at the front greeting and I am greeted with an "oh well" attitude. Not good Verizon ! read more

Went here to look at prepaid phones. After getting checked in and told to wait for someone, i asked if I could just go look at their display to see if hey had a specific phone in stock and the guy told me that i couldnt do that because all of the prepaid phones were locked in a back room and that i would have to be excorted in to see them. I told him how weird that was and he then said that i could go to another store if i didnt like it. I really didnt want to wait too long just to see if they possibly had the phone i was interested in, in stock, so i asked the guy if he knew if they carried the model, he then asked me to leave the store for security reasons, saying i was asking too many questions about their inventory. Weirdest experience ever. Will never be back. read more

THEY WILL LIE TO YOUR FACE AND STEAL YOUR MONEY! I tried to put my current phone on their network. They charged me $125 dollars upfront to do the switch. In a nutshell, my phone turned out to be incompatible with their network. They threw away my sim card so now my phone doesn't work at all. They suggested that I trade-in and upgrade to a new phone with no 2 year contract or additional deposit. I signed up and gave them more $$$. I came in 2 weeks later and they told me that I couldn't take my phone home without a 2 year contract and an additional $400. What a joke! I demanded a refund and they only gave me 60% back because it is their "policy." If you want to avoid BS, don't go here! Thank you Jordan, Brittney, and Taylor for ruining my phone, wasting my time and stealing my money. read more

I had my Samsung phone less than six months when the volume button got stuck behind the case and the phone went into safe mode, which is basically useless. I took my phone to this store and the associate immediately asked me if I dropped the phone. Yeah and it landed on the tiny volume button. NO, I did not drop the phone. Then, he says well did your children play with it? I say, I have no children. He then tells me that yes, they can send it back to Verizon BUT they would charge me $750 for a new phone??? I started to ask questions but then he disappeared in the back. When he failed to come back, I talked to the manager who went and talked to him. He refused to work with me further because he was feeling my "hostile attitude ". T-Mobile here I come. This store is a farce. read more

Ray is the best sales associate I have ever met! I know what I want and don't have much tolerance for sales pitches. He is straight to the point and has given me exactly the service I appreciate. You are fortunate if you get the pleasure of working with him. read more

Great customer service! Ben always gets me in and out quick and helps me get everything taken care of!! I have never had a huge long wait. Get checked in and greeted right away. He is the man! He is my "Verizon Guy"! Anything and everything I need for my mobile carrier service I go to him! read more

Best customer service EVER!!! Raymond P. Saved us sooo much money. Going into the store in Silverdale is the easiest way to upgrade your phone. read more

This store is exactly like what every1 else said. They are always packed with customers but never have enough employees to help. Every time I go in there is at least a 25 min wait. read more

When compared to the Kiosk in the mall, well there is no comparison. It's amazing to me that the same company with 2 stores in the same town can have such dramatically different atmospheres. Both are busy, but at the Verizon store I feel like I'm an inconvienevce to them. I'm a happy and faithful Verizon customer, but if you need something go see the guys in the mall. read more

Came in on a Saturday and told the greeter I wanted to get a military discount. Instead of telling me right away I didn't have the necessary paperwork, I waited 20 minutes to be seen just to be told I couldn't be helped. Thanks for wasting my time. read more

Slow. These guys always have plenty of personnel. It can only be a time warp that makes it seem like service is so slow. 2 people ahead of me. 3 of the staff having a conversation in full view. 25 minutes to talk to someone. Another 10 minutes to get a simple label for a return. They are always nice though. Just not in a hurry. read more

Overall, I goota agree, the wait drags - BUT if your lucky enough, and you call after a visit like that, like I did - you'll get a store manager - JAMES who over the phone answered ALL my questions AND took care of me personally. Maybe verizon just needs a bigger store with more folks like james on the deckplate- read more

I came in with my 84 year old mother to fix her voice mail, and ended up getting her a tablet so she can hopefully do internet and email. Jason helped us immediately and spent most of an hour with us answering our questions. They have classes to help her learn how to use the thing. She's been to one and I hope she'll keep going so she can remember the things I showed her. He was polite and patient, which doesn't always happen for older people trying to get with it in the modern tech world. read more

Horrible service.....waited like 30 min.. got skipped over...finally got to explain to some kid that my phone is broke... was told I need to go online and fill out forms and I could get a replacement phone in 2 to 3 weeks( which would still cost me 100$+) no phone til then....wtf....other option buy a new phone at reg. price.....Sorry Verizon this customer of 15 years is done with you ....both sprint and att have better prices on theirplans.. No more paying you 200$+ a month ffor 2 phones.....I'm done... read more

This place is HORRID. on Monday my mother got all the facts and they said we were both able to upgrade since it was within 8 days of the upgrade date. when I go there the next evening, and wait over 30 mins, with only about 3 mins of effort the clerk said he checked with his manager and they absolutely could not. Yet when I called Verizon corporate they said yes could have. In addition, they told my elderly mother that WAL MART prices were cheaper since they get a lower quality version of the I phone. Once again corporate confirmed this is absolutely not the case..... read more

I had a few questions about my new smartphone a few days ago. I get this young man with glasses to talk to me for a brief moment. He immediately began talking down to me. Like I was a child or beyond elderly. I'm only in my 60's, I've used cell phones for my work for years. My issues was with my phone itself not the user. If you are older and want to be treated like an adult, I suggest you find another employee to help you. I believe his name was Kevin or Kyle. There is no such thing as respecting elders anymore. read more

What lousy customer service. Actually, I take that back; the service people are good, it just takes forever to get to see one. On three separate occasions I have had to wait 25 minutes, 40 minutes, and 30 minutes respectively. At no other business am I expected to wait that long for service. This is the regional office and there is no other choice. I have to drive 20 miles to get to this office and then sit and wait, and wait, and wait. I am so mad, if any other mobile service would work in my area, I'd switch in a flash. read more

Well let's just say don't trust them they are shady. Me and my wife went in to upgrade and take care of a few issues and we paid our money guy told us that it was all good that we owned the phones now did not want us to turn our phones in and did not give us a envelope to send our phones back nothing. Well we have the phones away you needy family. Then we had other issues with wife's phone being defective and she had to get another one. Well that is when the trouble started and has not ended till just recently yeah I had to pay the phones which I did not have a issue with but was told they were paid off wrong false info from their representative. Could not even get them to pay half since it was their employees fault. I was willing to comp to have fault on it but no they took no responsibility for anything. The main center you call told us that he never made a order form for the phones to come back. So she was something is up with that. But no help from corporate or the store that is not a corporate store in case you are wondering. So I will continue to leave review everyday until I have the down to 1 star so no one else goes there and close them down because no one deserves to get messed over like that. Go to the cooorate store in the trails better service. Thanks for reading. I know I can't stop everybody but I want to cut down on their getting any customers. read more