HAHAHA.....the canned response by Victra in this review says it all!! After repeated attempts to speak with a supervisor of some sort I finally got a hold of one 2wks later. It's now been almost a month and I'm still on the nightmare hamster wheel of incompetence. I'm telling you, RUN from this place and their lack of service, knowledge and solutions. read more

Was dreading coming in here, but we had a great experience! Jess helped us out so much and got us a great deal. She didn't try to swindle us into anything and instead she recommended different options to help us save money. The phone we wanted was available and it only took about 35 min total in the store. Saw the bad reviews from years past and was nervous, but it definitely does not reflect my experience. Now we're thinking of switching to Fios just based on this experience! read more

This store is owned by Victra, and they are the largest exclusive authorized retailer for Verizon. I switched from T-Mobile to Verizon and I spent hours at this store. I was given a promotion that was supposed to include paying off my existing devices. This is one of the main reasons I switched. I provided the payoff amounts from T-Mobile to this store and they lost the paperwork. Now Victra will not honor the deal, even though I have a text from an employee of the store stating that I would receive the gift card to pay off my devices that I traded in. I filed a complaint with the Attorney General. This is not only unethical, it is borderline illegal. Stay away from this store at all costs and make sure you do not work with any Victra owned Verizon stores. To make things worse they try to make themselves look good by responding to online reviews and you try to work with their lack of customer service department and they don't do a thing for you. read more

I went into the store to inquire about the free iPhone 16 with a trade-in. Mike Adams helped me and he was wonderful! He took the time to explain my options, found ways to save me a few dollars here and there, was funny and engaging and helped make the time pass quickly as I waited for my phone to be set up. There seemed to be a great sense of camaraderie in the store and I would definitely visit again. read more

At the Main St Tewksbury location I Went in one hour before close on a Thursday pm. I had an issue trying to use a phone bought for me that ended up being locked ...A gentleman named ERIC, was working and he helped me out tremendously!!!! Especially because it was just before close too but he Absolutely gave some of most honest, sincere , kind and just all around amazing customer service Ive ever had!! He's def going places in life!!! Thanks Eric! read more

My phone broke 2 days before my trade-in and it was the first time I needed to use my insurance to get a new one. Never having done this before, we called to ask about the procedure and the person on the phone told us we had to go to the Apple store first to confirm that the phone couldn't be fixed. Then when we asked about additional details, they hung up. I was able to get the information I needed from an online Verizon rep, so they do have kind personnel out there. If you have an iPhone, folks, don't get Verizon's insurance Asurion. I comes with a much heftier price tag than Apple Care, a huge deductible and they make you jump through hoops and go to the Apple store first before you can file a claim. read more

I purchased an upgrade to my phone on Saturday March 20th and couldn't have been happier with my customer service representative Jey. After getting home and getting all my apps updated and signed I realized I couldn't use the speaker button on the phone, people on the other end couldn't hear me. I returned to the store Tuesday morning at 10:00am to see if Jey was available to help figure out what was wrong, I watched the young woman open the doors so I went and stood outside waiting until it was exactly 10am to enter. I was first in line and when I approached the counter I got no acknowledge whatsoever. When I explained what my "issue" was and that I had just purchased the phone 3 days before here response was "we don't fix phones here" that I needed to go to the mall. I told her I wasn't doing that because I had just purchased the phone there...she repeated "we don't fix phones here". Two people that had entered the store after me turned and left as soon as they saw who was behind the counter saying they had already interacted with her in the past. I returned today and Jey took care of my issue with 2 minutes of my handing him the phone...wish I could give Jey 10 stars!!! If I was the management at this Verizon GoWireless store I would NEVER have someone like t his interacting with my customers. Jey, you ROCK and hope if I ever need to come back I'll wait until you're there!! read more

I came in right before close with a simple, or so I thought issue. Jey stayed late to help. This type of service is rare these days. Verizon is lucky to have such an outstanding employee. Thanks so much Jey! read more

Sold us a defective $1000 phone. When we went in to have it swapped out, the woman told us she couldn't do anything and we had to deal directly with apple. Took no time to even look us up in the computer. They got their sale. Why would they care about anything after?! She was rude, unhelpful, and quite frankly a b*tch. Beware of this place. They have zero customer service skills. Only care about the sale. I would recommend only using apple directly. I would never go through a Verizon dealer again. This specific store has ruined that. Absolute joke/scam. read more

Five reasons NOT to visit this store: 1. I don't want to buy a used phone, even if it's the only one you have in stock. 2. Don't lie to me about phones being "phased out," especially when I was just at another store location and looking at the same phone. I don't care if you want the commission, but this is just going to make you look bad. 3. Don't assume that I know nothing, when in fact, I know a lot more than you think. If you're going to educate me about phone services, don't look down on me. 4. The phones displayed don't have any programming on them, so you can't REALLY test them out, unlike at a Verizon store. That's the problem with a lot of Authorized Retailers. They can sell the same products, but a lot of the time you can get the real feel of the product. 5. The sales guys were just really sketchy - unprofessional and talking about other customers' issues while there were customers waiting for service. read more

I went in and had to exchange a phone that got wet. They were very helpful and gave me a new phone and a new # which I love. And there were lot's of people behind me. But they attended to me like I was the only customer! read more

Absolutely the worst experience ever, I've been trying to get in touch with the Regional Manager, Zack , and he won't return my calls or emails. He told me he was in between stores and would call me when he got to his next store. Oops, no call back from Zack yet and this is Tuesday. I called their Customer Service Department and I was left on hold by Customer Service for 30 minutes while they contacted the store. It then switched to a ring and no one ever picked back up, and I let it ring for another 20 minutes. DON'T BUY anything from them. I went in for a new battery for my old phone and was told I had a free upgrade. I paid the taxes on the new phone like I've done before at a real Verizon store, and to my surprise when I got my bill there was a $24.15 a month for 2 years for my "free" phone. I have the original invoice and it shows a charge and then a credit for the phone. I think Sam (sales Person) pulled the old bait and switch. Never was there a discussion about paying $533 for a new phone. I called Verizon, they said there was nothing they could do as GoWireless was not part of Verizon and I had to deal with them. I learned my lesson and I am warning everyone in Tewksbury. MA do not go to GOWireless. read more

This place was practically empty and here's why. Horrible customer service. I drove here to check out the new Droid and they had no demo models out for customers. They also had a mandatory policy to force customers to purchase insurance on the phone, which isn't done at other Verizon Stores. read more

Just recently bought my phone for my father here and it was by far the worst experience. I gave this place a shot, because it was a small store and I wanted to help local business instead of hitting the mall. I also didn't want to bother with the drive to the mall. When buying the phone my dads only specific requirement was for it to be a black iphone and not white. The manager who I was working with brought me the phone which was the only one they had. He went ahead and activated the phone without asking what color we wanted or even opening the phone out of the box! Once the sale was complete he opened the box to find a white iphone. We were so disappointed. He then proceeded to tell us that "we didn't ask what color" and that he would charge of 50$ for activating a black iphone when they had it in stock. This wasn't our responsibility and now we are the ones that lose here! He didn't even want to cut us a break on the $50 if we wanted to wait for a black iphone. I then at least asked him to call us when there was a black iphone in stock. Two weeks later nothing... Surely I will report this terrible customer service to Verizon. I was willing to give these small retailers a chance, but I will never walk into any of these stores again. Especially GoMobl. read more

This was one of the more professional verizon Premium retailer I've been to. I was helped right away by Joey and he was very informative. He walked through the plans an phones and helped me out with the pros and cons of each to my needs. I recommend this store. And it's a plus if you get Joey. read more

This store is terrible. How terrible you ask? Well I have read Yelp for a couple of years and have never bothered to register or write a review however I feel it is my duty as a human being to save others from wasting their time at this place. Their customer service reps are awful. I gave the first crappy visit the benefit of the doubt and visited two more times each worse than the next. I was originally psyched to see a Verizon store so close to where I live and shop however I gleefully travel each mile to the stores in Nashua a half hour away from me to avoid this hell hole. The sales associates are jerks and assume their sales base is full of morons who can't read. Yes I am a soccer mom not a techie or hipster but my reading comprehension skills are fabulous and I thoroughly research all products and their counterparts before purchasing anything. Not only that I am we'll aware of customer reviews and pro reviews from places like cnet and the like. Imagine my surprise when the sales associate straight up lied to my face about phone speeds, product performances and her professional opinion about what I needed could not have been more dead wrong. There are few products on display with retail prices that made me laugh out loud. Don't try to make any changes to your account her either unless you want to be so frustrated the veins in your eyeballs burst. Might look cool for Halloween now that I mention it. A neighbor of mine, a highly savvy business woman, visited the store to ask a simple question about her phone. The person working that day sent her home three times to gather more and more information s/he supposedly needed. When my neighbor finally had her blood type, three pay stubs and the secret to the colonel's chicken the associate refused to lay their eyes upon her phone stating "we don't do that here". Don't do what? Answer questions? Use the eyeballs God gave you? Allow common sense to run amuck? The associate could have told her when she first stepped into the store such things weren't allowed but instead saw it fit to send my neighbor on a wild goose chase that admittedly was probably good cardio but seriously annoying. Had it been me in her place I would probably have been hauled off to jail as there is only so much one can take. So if you want to waste money, get tons of misinformation, see 1/16th of the products Verizon offers all while given a superior attitude by a kid with potatoes for brains (sorry potatoes!) then run don't walk to this gem. read more

Inside info tells me they're going to be hiring a new store manager for this location so try to keep an open mind. If their manager isn't breeding a culture that makes you happy to be in their stores then that's an obvious issue. I know many of the independently owned stores utilize dummy phones as displays for different reasons. A good store will let you see and play with any phone they sell. Power it on, check out the features, and so-forth. I know if people like this worked for me they would be fired instantly and replaced with people that have some concept of customer service and intelligence. They probably shouldn't have told you Wei that a phone was being phased out. Certain stores do phase out phones where corporate stores have to carry every phone available. I can tell you in my store if I know a phone is a bad phone I will get rid of them and stop carrying them. Fact is in my store my customer's happiness is my #1 goal always so I will get rid of the Samsung Sways, Rogues, Motorola VU204's of the world that are garbage and we replace on a regular basis. Ruben I'm sorry they pulled that BS with the insurance requirement. If anyone ever does that to you tell them okay I'll get the insurance then log into your myverizon account and remove the insurance. Only features required are data and that's it! read more

I just upgraded my phone today at this location, the process was quick and easy since I had an idea which phone I wanted, it happen to be the same phone the salesman had and another customer in the store so they both convinced me it was the right move, the salesman was very helpful and did all the activation and data transfers for me. I would recommend this store read more

I'm surprised by these other reviews because I have twice bought an iPhone here, and have had positive experiences both times. I have had a horrible experience at the Verizon store at the mall. Sam was friendly and very eager to help. She checked all my usage, and realized I could lower my bill. Plus, I got all sorts of free accessories with my phone. read more