USELESS!!! 1hour wait with only 1 person helping. 3 standing around. Try to get a new phone and they tell me they can't do the data transfer today because I don't have an appointment. read more

I don't expect to get ignored when I arrive into a store. That's what happened on my first time visiting Walnut Creek. Several employees were busy with other customers while I stood around waiting for some five minutes. No one acknowledged me or said that we would be with you as soon as we're able. I was standing by the screen protectors for the majority of my time in the store. I wanted to see about getting a Samsung watch for my S10+. A woman that walked into the store a few minutes after me was approached instantly. A male employee asked about what she was visiting for and stated that everyone was busy at the moment. After that client got acknowledged I left. Nothing was said to me the entire time I was in the store. This was my first of two visits to Verizon stores today, the other later in the day was in Pleasant Hill. Both stores treated me the same way. Not acknowledged and ignored by a dozen employees in two different stores. read more

Extremely frustrated with Verizon. Tried to eliminate a phone line. Went into Walnut Creek store only to be told "we can't discontinue service from the store..... you need to call in". After an hour on phone last night, I gave up waiting. And now being told to call again. Horrible policy. And you wonder why I'm slowly switching all mobile devices to AT&T. I'm even pushing for our company to do the same. Over 20 cell phones. I can understand it from the standpoint of profits - making so difficult to cancel phones that a majority of people stay on as customers. Complete BS. Currently on hold again listening to the same irritating rift of instrumental music. With no option for a "you will be called back when a support tech is available". So glad to be a new AT&T customer.......... read more

Had excellent help with no appointment getting grandsons phone fixed. I was very impressed with the young man who helped us!

I got new unlocked iPhone and had been with Verizon prepaid phone plan for the longest. I called Verizon to ask if I need a new SIM card for my new 5G phone. The Verizon support rep told me yes I need to go into a Verizon store and ask for new SIM card. Lucky for me, I came here and was helped by Kailey (spell?). She is the young lady with very pretty nails and though she is wearing a mask, I can tell she has a great smile. She greeted me when stepped into the store. I could see there were a few folks already speaking with the employees at the store. Fortunately after a short wait, Kailey helped me with a new SIM card. She was professional and courteous. I am surprised and delighted with the great customer service experience. Thank you Kailey and the Verizon team. read more

Normally good service. But when we walked-in today, they said they were no longer taking walk-ins and that we would have to schedule an appointment 5 days out... Also the phone we wanted was not available in the store so I was told it would need to be ordered and delivered to our house. Fine right? Except they would not order it. They wanted me to schedule an appointment 5 days out in order for them to click an "order" button... very bad service from the manager. Disappointing. read more

UPDATE: I went to another Verizon store after the terrible experience at this one. Turns out my port isn't broken like Faruq and Mr. Wing tried to make me believe, but had stuff jammed in there making the phone not charge. Sundeep at the Berkeley location was very helpful and merely took a thumb tack and tooth brush to fix my phone in a couple minutes. CONFIRMED the employees in the below story, Mr. Wing and Faruq are ASSHOLES and a HASSLE who tried to make me spend $200+ completely unnecessarily (not to mention lose all my pictures and data). Worst customer service possible without actually spitting in my face. ---------------------------- Worst customer service experience I've ever had and will be filing a report with the FCC and/or the better business bureau. Will be switching to AT & T based on the experience with underling employee and customer service manager (terrible at his job if my satisfaction matters) Mr. Wing. I guess I should've paid attention to the one star reviews. Here's what happened: my phone won't charge. The employee looked at it, said it's broken and there's nothing he can do about it. I doubt that, but I looked at phones in case I wanted a replacement. The guy (name starts with an F, big guy who stands over me. Trying to intimidate me? you're at work, not a back alley, guy) seemed like he didn't want to sell me a phone. He told me I wasn't an authorized user, ok fine. I call my dad who is the authorized user. My dad makes me an authorized user. We hang up, and he tells me he can't sell me a phone or give me any information because I'm not an authorized user. I make a total of 3 phone calls to my dad as this guy lies to my face, I even talked to my dad right after and said he just told the guy to make me an authorized user. I start getting upset and the customer service manager comes out. I tell him what happened, and he calls my dad again and again gets authorization. I muttered "that guy was such a hassle" and Mr. Wing accuses me of calling the guy an asshole and tells me not to curse (Though the employee was an asshole and deserved to be called as much, I actually did say hassle). I told him hassle is not a curse word, and he tells me I'm lying and that's not what I said. I insist I said hassle and he's mistaken. He insists I'm lying. This is the customer service manager! After a second confirmation text to my dad, he finally makes me an authorized user. With some attitude, he asks if I want to buy a phone "or what are we doing here". You know, I was going to buy a phone, but I'll be damned if they're getting a dime from me after being treated like this. Also, how many times do I need to show my id? They asked for it no less than 4 times. They didn't write any information down, they just needed to verify my identity 4+ times? Morons. read more

A comedy of errors. Let's begin with Priscilla. Extremely helpful with ordering my Jetpack on a Friday for an upcoming business trip out of state. the item was not in stock nor available within 50 miles of the store. So, we ordered one and it would be sent FedEx to my hotel out-of-state by Tuesday...pefect, I need it by Wednesday. Tuesday, I receive an email and text that my product is delayed to an address back in CA, not in UT, where I currently am for work. I called Priscilla and the other 3 managers listed on the sheet she gave me a few days ago; Misha Moustakas, George Wing and Sarah Winkle...a;; 3 are Solutions Managers. Yet, neither one of them were able to call me back after leaving all 3 voicemails on their cell phones Priscilla had provided for me. I finally called VzW 800 number and they were able to call the store and conferenced me in with Misha...awesome...NOT!!! Misha first did not even apologize for the 'mishap' of sending the device to a CA address instead of to me in UT. Next, he asked what I would like. Well, when I told him, I need them to somehow provide me with a solution to getting the device tonight or as soon as possible, his response was, we will intercept the order and get it to you 'in a few days'...SERIOUSLY?!?! Great customer service, Misha...how did you become a manager? Bottom line, I canceled my order and after having been a long term Government VzW customer will probably be taking my business elsewhere. Do not expect any sort of customer service from this store if you're looking to resolve any sort of issues. Good luck, Ken read more

It had been over 3 yrs since I bought my iPhone 5, I was overdue for an upgrade. After shopping Verizon, big box stores & the internet, I decided to buy from Verizon. I am thankful I did. Daniel was my contact at the Verizon Walnut Creek location. He took the time to explain my options, explain what I needed to back up on my old phone before changing over to my new iPhone 7. Daniel answered my many questions, I never felt rushed. With all the options when buying a phone, Daniel's customer service kept me with Verizon. He was friendly, professional, knowledgeable, Verizon is lucky to have him! Thank you Daniel read more

Awesome friendly service from Karessa! Went in to buy a new phone and she made the process easy.

All I wanted was an iPhone. I shiny, sexy, white-hot iPhone 4, to be exact. And that's precisely what I walked away with, a mere 30 minutes later. Hard to complain about that scenario! (Side note: I took a poll among friends to determine whether I'd sign my life away to AT&T or Verizon. No contest. AT&T got slaughtered.) They had about 10 people staffing this spacious Verizon store on a Thursday morning, so service was quick and efficient. One girl chatted with me for a "consultation", the next guy set up my plan & contract, and another girl showed me how the phone worked and imported all my contacts from my ugly old Blackberry to my new gorgeous iPhone. Sure, I was passed around a bit, but they got the job done. One super lame factoid: you may get your iPhone for $199, but you have to pay tax on the full retail amount (which is like $600-something. Ca-razy!!!). So, $50 in tax was an unpleasant surprise, but it's clearly the price I'll pay to be one of the cool kids. read more

It's pretty much cruel and unusual punishment to put your name on a "list" and then sit there for 20 minutes watching 5 sales people standing around doing nothing, who won't help you. I mean why do they even have this system if it just pisses customers off? Because really, that's all it does. To their benefit, once I finally was helped the lady was nice and hooked me up. I had bought a new Envo phone a few months ago and have had problems with it turning off and not charging properly. Instead of wasting more of my time, she said she would just send me a new phone. The only downfall is I am responsible for sending back my old phone. It would have been nice if I had just received a properly working phone in the first place and didn't have to deal with the anger and annoyance inducing Verizon stores in the first place. Oh well, hopefully I won't have to be back in a LONG time... read more

I have been an AT&T customer for years and after today's experience at Verizon, I'm wondering why I didn't make the switch years ago. The salesperson I worked with, Kyle Cameron, is simply awesome. If you are in the market for a phone, go find him! I am a salesperson myself who considers herself to be rather good at what I do and he puts me to shame! Kyle's 2 minute pitch of the Droid 2 sold me 100%. BUT, he had the patience to answer my plethora of questions. I never felt rushed or that I was wasting his time. He genuinely cared that I got everything that I could possibly need/want out of my new device. He had me sold, but he took the time to add additional apps that he thought would interest me, helped me set up my two gmail accounts, transferred my blackberry contacts and much much more. I walked out of the store with a solid understanding of how to use my new toy!! And I LOVE it! Why oh why did I refuse to dump my blackberry before now?!? Did I mention the droid has voice recognition that actually works?!? Wow! Besides Kyle, I truly felt a great, positive vibe in the store. The manager joked around with us and you could tell the employees truly cared and seemed to enjoy their jobs. Definitely NOT what I've experienced at the AT&T stores. read more

I got my iPhone 4 here and let me say Joseph Santos made it a very easy and smooth process. I called earlier before coming in and he was very helpful and I thought I should definitely ask for this guy when I come in. He remembered me from talking to him. It was great that he had some great recommendations and advised me as well with what my company does accept for the corporate discount we have with Verizon! I was also on the fence of getting an ipad or something to use at work along with my laptop (since no one in the area has free wifi or an open connection). Joseph made some awesome suggestions (even after I came back a few days later!)! I really appreciated his very laid back sales approach! Kudos to him management at Verizon! read more

I had a new glass screen protector that I purchased with my new iPhone XR in Texas. While visiting California. The screen protector slid out of position. I came to this store for help. Nick and James assisted me and were wonderful. Not only courteous and efficient, but also very knowledgeable and motivated to do the best they could to help me. And they did! A few minutes later I left the store with a replacement screen protector that was expertly applied and which looked great. Thanks to you both! read more

Expect long waits and bad customer service. The manager on duty didn't do much to help us feel welcome. He was curt and rude from the get go, seemingly overwhelmed by the small crowd of people in the store. We wanted to return a product we were very unhappy with. Instead of helping us out, they put us out the door -- where, we quickly found the Apple store around the corner and purchased something better. If Verizon had taken some time to give us personal attention, they might have offered and sold us a different product (...= more $$). But they didn't want to deal with the problem, and they didn't make us feel welcome, so we went elsewhere. read more

I went in this previous weekend to purchase a new phone as my line was eligible for an early upgrade - the process was quick and easy although the "solution specialist" LaJohnna Wagoner wasn't very talkative and seemed disinterested in offering her opinion or advice while comparing devices. Thankfully, I had a good idea of what I wanted and since LaJohnna didn't seem up for much conversation we kept it simple and confirmed no changes to the account while I walked out with an order for an iPhone 6 to be delivered sometime in October. Half way to my car I notice that she'd added an optional insurance policy (of course it happened to be their highest level plan) to my contract. We never discussed insurance and she specifically said that no changes would be made to my account. The coverage was added without my knowledge or consent and I was only aware of it after reading my receipt. I went back inside the store and spoke with both LaJohnna and Fahad (who introduced himself as a manager) about the issue. LaJohnna came across as annoyed and angry when I asked her why she added coverage that I didn't need or ask for without my permission, she went on to berate me for not wanting to have insurance on my phone (AppleCare plus is a much better value, by the way) and after about 5 minutes of arguing finally informed me that she would remove it from my account and send me a confirmation email that night. Fahad remained silent and seemingly ambivalent the entire time. It's been 3 days, no email and the insurance remains on my account . I understand up-selling service packages, insurance and accessories are probably part of her job objectives and I understand that it's a competitive sales environment. This does not excuse using downright unethical and immoral "sales" practices. To make it worse, LaJohnna's attitude about the entire situation couldn't have been uglier. Instead of apologizing for her "mistake" she went on at length about why I should have the coverages on my contract. If I wanted it I would have asked for it, don't add it without any notification hoping that I won't find out. read more

After 4 calls and many hours to customer service I was never able to find any one who could help me, so I decided to stop into the Verizon store in Walnut Creek on a fluke. Thats where i meet Sadof (Sara)! She listened to my problem, talked on the phone with customer service for me to help explain the situation and try to help find a solution. She was so dedicated she even stayed after her shift to make sure everything got fixed. She was patient and kind and went the extra mile! She was able to get everything fixed and I am so grateful! If anyone needs anything from there ask for her she is amazing!! read more

James was very knowledgeable and helpful when picking out an upgrade. I had a general idea about what phone I wanted to get and he told me about the features of that phone and a few other similar ones. He also told me about some finer details about my service plan that I was unaware of. He applied a screen protector after buying the phone very quickly and no bubbles! Great experience when upgrading my phone. read more

Unable to sell me anything, or set appointment. Told me to call in , on hold for 1.4 hrs then disconnected . End of any civilized support. Seems like they like to take my $ although. They need to shut down. read more

Dear Anne Landers, My teen hijacks my data usage and every month gets more expensive. Also my headphones fall out and trip me when I am doing complex hip hop routines and ...What? Oh you are trying to tell me this is YELP and not an advice column? I see. Good thing I didn't say anything bad about that cute CEO dude at Yelp. Well I'll leave this review as is because I got some good advice at Verizon and changed the plan. Change sure is good! Also my new headphones never fall out when I bounce to this: http://youtu.be/9-MLp3l2fkA (Move over Biggie, this is the original.) The most fun I have had in a phone company store. read more

I have recently switched over to verizon from Att and I have been pretty happy. I think that when one walks into a store that sometimes you'll have to wait a bit for service... I get that. I am writing this because over the past 2-3 weeks I have come into this store and my wife even came in and had a frustrating experience. The waiting time has been 20-40 min each time.... Even for a lady who walked in while I was there with an appointment. One of the managers grabbed my phone too look at it and went ahead and started taking off the cover without even asking if it was ok. I did not like that. I have bought a couple products there recently and I have had to take them back more than once which I feel is unfortunate. One of the woman (I don't want to mention names ) after about ten min or so said that she was taking too much time with me. Again... Not sure why this has to be told to me. There is a manager in training that ended up taking care of me and my wife (separate occasions 3) and did a wonderful job yet she will be moving to a different store very soon. They did not seem to be understaffed yet it seems everyone was waiting for a long time. I did eventually get the service taken care of yet I felt like I was being a bother with my situations that I was trying to fix around phones not working and products failing. It may save more time and headache to find another store. read more

Delano is a great asset to this store and to Verizon. He is very knowledgable of Verizon and especially of the products carried at this store. He has a great demeanor and patient....thank you for taking the time and for treating us with such great regard- both times we have cone to see you. Great service, all around! I am happy with my new phone! I give the highest rating --for my experience at this store, and am very glad I made the drive to Walnut Creek from San Ramon. Thank you, again, Delano. Keep on keeping it real! read more

Verizon needs to train their employees better about their policies and what phones are eligible for upgrade vs. not. The manager, Kenny, was very unfriendly with me even while I was crying. My phone has been broken for a week now and they falsely ordered me a replacement phone when I was not qualified for it, and lost that phone in shipping. No one wanted to take accountability for leading me on for a week and telling me multiple lies about what they could give me just to get me to leave or get off the phone. I have been a loyal customer for 15 years and no one wanted to even apologize for the way I was treated. If I had the option, I would choose another wireless network. read more

Rude condescending staff. I came here today to transfer my phone bill from my parents family plan to my own plan and buy a new iPhone X. When I came in and asked about part 1 this buff guy with glasses and a tattoo (I'm guessing the manager) was very rude to me. He was very condescending and tried to pretty much get me to leave the store because apparently you can transfer your service over the phone (sorry I don't make minimum wage working at the effing Verizon store so how the hell would i know that). When I brought up that I also wanted to buy a new phone he then put me on the list to be helped . I figured I would just buy the phone then and be on my way . I then get seen by one of the employees and when I tell her what I need to do she says I need to transfer the service first and then purchase the phone. So I call the number to transfer my service and she then leaves to let me finish . The manager then goes over to talk to her and proceeds to talk sh*t about me within earshot and tell her that she shouldn't have helped me because I needed to call first and transfer my service, as if she would know what I came in for or I would know I can't just buy the phone first and leave. I found it extremely unprofessional that he would be so rude to me the minute I come in and then while I'm at the store like I'm being such a burden to them spending over 1k at their store. I would understand somewhat (keyword, somewhat )if the store was busy but Only one customer ( this old man) came in after me and he only had some questions but was also treated rudely!! The first thing they do is ask for you phone number , the manager then begins to be rude to the man and snaps at him saying this isn't a Verizon number . The man then says yes I'm inquiring about the plans here because I'm thinking of switching . I don't understand why he was being so rude off the get go like it's such a pain to do his damn job. Don't work in customer service if you can't provide customer service. End of story. read more

Seriously, I never thought I'd never give 5 stars to Verizon, I've classically had horrible experiences with phone and cable companies. However, if you need new service or help taking care of business, go see Jeff at Verizon Wireless. I needed new service after returning to the states and my sister needed to sort out some miss billing which in the past has been horrible when calling the service centers. I was greeted by a friendly staff member who checked us in and was shortly after brought over to Jeff who asked how he could help. I explained the situation and he gave me my options. I was a little bummed that I couldn't keep my phone since it was less than 1 yr old, but for taxes (55$) I got a brand new 5c for my 4s as a trade in. Not bad at all! Previously, my sister had come into the store to add my mom onto their family plan as well to later find that mom had been on her own plan all this time costing 80$/month. We explained the situation to Jeff who talked to his manager to try and fix things. While Jeff was setting up my phone my sister also called customer service who actually did not complete the transfer of accounts correctly but they had no record of it and would not credit the account. As we wrapped things up for my newly set up phone Jeff promised to call us back to follow up. I was so happy to hear that by the time we got home Jeff had sorted out the credit and our accounts were all straightened out! This was definitely the most pleasant experience I've had with any cell phone, cable, or phone company. Thanks for the great customer service! read more

Had such a stressful day yesterday and I came into this store 30 minutes before they closed an they were so efficient in helping me as well as getting me in an out with my new hot spot. It was a woman in particular that helped but I was so stressed I forgot her name LOL really though great experience and I appreciate helpful people in the customer service industry read more

Went today to get a phone upgrade on my account, chose a phone, he said "it's only $10.00 for that one" Got to the counter and he said "it's $10.00 after a $50.00 mail in rebate." Then he comes back and says "I was wrong it's actually $90.00, but you still get the $50.00 rebate." I smoke weed too, but, these guys must be getting the killer buds! read more

If I could give this place zero stars, I would. Management was rude and unpleasant. Went in looking to upgrade my iPhone 4 to iPhone 5. Have been a Verizon customer for 10+ years. As I understood it my upgrade date was December 2012. When I got to the store they informed me it was actually December 25, 2012, and there was nothing they could do. Really? You don't want to lock me down for 2 more years. Guess I'll switch to Sprint, but not before I call customer service to lodge a formal complaint about this store's (lack of) management. I would recommend going to any other Verizon store, unless you enjoy being ridiculed and laughed at over the fine print of your agreement. read more

Went to try and get a replacement phone, Rick was so bored to even try and help, extremely poor customer service, no options, just the annoyed face of having to help a customer, was looking at a new phones as the one we had got lost, we were offered a number to call the insurance company, and told you can call them, I guess it escaped Rick that the reason we were there, is because WE DID NOT HAVE A PHONE. We were willing to actually upgrade and pay full retail, but his total lack of drive, to even sell a new phone, was ridiculous. The worst customer service in a retail establishment, it felt like they were doing us a favor to be there, instead of treating us like paying customers, that have been with Verizon since 1996. We are actually considering changing service providers. read more

Joseph Santos is very helpful and doesn't push you like a lot of salespeople tend to do. Go see him to buy a phone, or even if you have questions about phones! Previously this store just had people bashing everyone else and now they actually can talk about their own products. Edit: Now that I think about it (and having visited another Verizon store for some phone issues) this store really does kick some serious a**. ALL of the reps here are helpful, not just a few that know what they're talking about and they will be very honest with you. I really do meant it when I say that the previous employees (About a year ago) used to just bash the iPhone and say AT&T sucks and that the current ones actually praise their own devices and network. I get enough mud-slinging in politics, I don't need it in my tech as well thank you very much! read more

As much as I like Verizon, this store falls short of the Verizon model of customer service, in my opinion. Jasmine was my sales representative at the end of October. I needed to get an iPhone 7 because my iPhone 5s lost it's ability to charge. Picking out the phone was the simple part, I suppose. Then she told me about the jetpack. In this, she said, it would only be a few dollars extra as a one time fee while only acting as a backup if my iPhone battery was getting low using it as a mobile hotspot. I agreed to this 'one time fee'. Every hear the saying, 'If something sounds to good to be true, it probably is?'. So, that was her sales pitch. She sold it like an accessory as one might get a better pair of headphones, a phone case or blue tooth. The problem is, the jetpack is anything but. For anyone looking at this, please do not fall for this scheme. It is not a one time fee. The jetpack will cost you $10 extra a month plus usage charges of around $40 in addition. It also acts as another phone line. That's right. They add another phone line to your plan and should you find out the next statement in horror and say I never wanted that, well too bad. It's a $180 termination fee. On top of this, my jetpack never worked from the day I brought it home. It didn't take a charge from any socket I used. Even my laptop was a no go. So, Jasmine not only deceived me about this 'one time fee' jetpack, she sold me a defective device as well all under false pretenses. If you bought the jetpack and you're in your first 14 days and found this review, please return it. Your mobile hotspot works just fine. The jetpack is a way to sneak in more charges, in my opinion. Regardless of whether Jasmine knew or not that ramifications, I was a victim of complete uninformed consent and did not have the capacity to acknowledge such an agreement. But unfortunately Verizon will do this from time to time. So be vigilant. You don't need a Jetpack. Get the phone and be content. read more

Ok, so we've established that they have a stupid bureaucratic process that is essentially pointless. Still, at least they have the decency to have a list for their b.s. process so they don't have a line out the door. It was 105 today in W.C. I am thankful for the list over a line. I mean, have you been to a Comcast recently? That aside, what they lack in speed (that list, again) they more than make up for in service. Once I got up there the rep (I believe her name was Victoria?) took the time to make sure my phone was completely fixed before letting me go. I also bought a case and screen protector that she put on for me, which was also awesome (I can't count how many I've screwed up. So long story short, if you're impatient, don't go here. If you want someone who will take the time to make sure you get everything you need done in one visit, then it's worth it. read more

After a short wait in the queue, Shelly came to 'help'. She unfortunately was either new at her job or just not competent. Up sold us for all the wrong reasons and lacks proper manners. read more

This review is specific to the Walnut Creek branch on Locust. I was in to upgrade from my iPhone 6 to iPhone 8 plus. The rep that was "helping" was not helpful at all. He rushed through, multitasked with other clients (despite the fact that I had an appointment - for which by the way they were almost one hour late!), and then simply left for lunch BEFORE we finished and had a chance to discuss my other needs, such as trading in my iPhone 6. Finally, after another 30 minutes wait, he returned from lunch, and told me that I can trade in my iPhone 6 for $144. By then I was so fed up with the bad customer service and wait times that I decided to leave and trade in at another time. Once I asked, the rep assured me that I can trade in at any time in the next couple of weeks for that amount ($144). Well, simply not true! Apparently market value changes daily, and when I went to another branch (Alamo) to trade in my phone, a very attentive and helpful rep there explained everything to me, and let me know that the current in store trade in value is not $144, but only $90!!! I called Verizon Walnut Ceeek branch to resolve the situation, and the Store Manager was not helpful at all, he was very defensive of his employee, and border-line hostile to me. I am getting help on this matter from the corporate Verizon. I will never go back to Walnut Creek branch!! Alamo branch rocks, and that is where I will be going now, for all my family's 5 Verizon lines. read more

Tony Shultz helped us out, and he was great! My family and I came in with a complicated request: merging two different accounts into one family plan, a renewal with three new phones and transfer of data from old phones to new, and a trade-in with iPhone upgrade. It took over an hour, but they were working on it constantly, and they even waited and helped as we tried to figure out how to save my sister's old voice messages off a phone so old we couldn't just transfer the file (hint: speaker + Voice Memo on a new iPhone). Granted, it was Sat night and the store was not crowded, so I can't imagine what it would be like if it had been crowded. But I did call ahead of time to set up a good time to come and to make sure all my questions were answered before showing up, so good preparation is always key to ease a big purchase like a new wireless contract! read more

We went into the Walnut Creek Verizon store last night to trade in a phone for account credit. I've done this twice before in the past 9 months at this same store and the process took only about 5-10 minutes each time. This time was different. The customer service was terrible and there check-in process is flawed. We were checked in and sat down to wait near the entrance. As we sat there for 45 minutes waiting to be helped, we watched as three people came in after us and were checked in and then proceeded to be helped before us. I could understand if they were really quick transactions, but the girl literally spent at least 15 minutes with each of these customers. I was getting a bit steamed and my husband wanted to leave. At this point I said no way, I want to know what the deal is with their check-in process. When the same girl came over to finally help us, we asked why she helped those three customers who came in after us first. She said because she needed to access our account for what we needed and the other people she didn't. Huh? That's the criteria Verizon uses as to who gets helped first regardless of the order you're checked in. When I pointed out that she still spent more time with each of them than she was going to with us even with having to access our account, she didn't even bother saying anything...no response at all except for an eye roll. You really need to take a look at your check-in process, Verizon. Customers watch when their waiting as other people come in after them and notice when people are being helped before them. I only switched to Verizon about 9 months ago because my husband and I wanted to combine our cell phone accounts. I was with AT&T for many years and think their customer service was much better. read more

I was having a phone debacle when Brooke and Paris came to the rescue. They are great assets to Verizon and went way beyond what they needed to. Thank you to both of these ladies for making a stressful moment a lot easier!!!! I also thought the new lay out of the store was much more consumer friendly. Now if they would work on their customer service over the phone....... read more

Sadaf totally solved all my phone issues. Complex prob, great solutions! She really went the extra mile visa vis customer service! Thanks!!

Ken was amazingly helpful when my 80 year old mom showed up with a non-functioning phone along with much confusion over passwords. He was patient, kind and went the extra mile to make sure she was taken care of. Retailers need more Kens in the world. read more