Last few times I have been in to this store, I have worked with Cash and he is very knowledgeable. He has also helped me to resolve customer service issues by guiding me me through the process as well as with other general phone questions. I think most of the complaints on this thread are from employees that I do not see at this store any longer, and in general everybody is friendly and patient. This is definitely my go-to store when I need phone help. read more

We went to the store on Saturday to switch 4 lines from ATT to Verizon. We talked to Ron and Cozy, and confirmed 3-4 times that all phones will be unlocked. When they handed us the phones, 2 iphones showed up as unlocked, and Cozy confirmed 2 samsung phones were unlocked too. Lucky I called 611 to confirm and 2 samsung phones where still locked! I came in on Monday morning, as then Cozy told me he can't unlock the phones. So we decided to return everything. After wasting another hour, Cozy told me everything is cancelled, no bill. Yet when we call Verizon, there is a bill of $180 for 2 days of unused phone, due to Cozy's sneaky and cheating sales practice. Plus, they won't provide anything in writting, nothing for quote, nothing for sales or credit transactions. DO NOT COME HERE AT ALL! read more

The staff is so indifferent, I came in to switch equipment for my home cable and they didn't full the order correctly the first time and now I've been here for 3 hours on the phone with support. The staff here is only phone support and don't care. The rest room was a mess with bugs. The staff were at one point laying on the benches and left me on the phone and went to get food, now they are eating. Do Not Come Here! read more

Your Wireless - The restroom - Mobile Phones Near Me - Gaithersburg, Maryland

I walked into this shop and smelled like a fast food restaurant. All three employees were deep into bags of greasy food and condiments scattered all over the counters. It was so gross. Who chomps on fast food while selling Verizon phone services? Run run run. read more

terrible place, unprofessional, rude staff, manager hides from clients, no knowledge, we traded in several devices for a Verizon promotional up grade and after 5 months I am still wasting hours with Verizon to correct the accounts because they didn't do anything right in the first place. do not waste your time here. I had to give it a star to submit this review , they do not deserve any!!! read more

Ask for Melvin He puts on the glass protector really well and is really friendly! There was also another guy I spoke with that was really helpful. The reason they have 3 stars is because there are really friendly staffs but there should have been better ways to handle things and I shouldn't be hearing two different things about my sisters phone. Also my first time there was just okay. One of the employees were so busy talking on the phone they ignored me in the store and would not help until 10-15 minutes later. The only thing I did not like was that I ordered the iphone 6 for my sister on October 17, 2014 and the guy helping told me my phone would get into the stores in 2 weeks. I received an email saying it got delayed and would arrive the beginning of November. I waited for the call and did not get it so I decided to call after waiting for almost a month (November 10, 2014) and my phone did come in but no one called. They said they may have called my sister (cus I was getting the phone for her number but I gave them my number and told them AND my sister did not get a call). When I told them that over the phone and at the store they just kind of brushed it off like it wasn't a big deal. I don't think that is how business should be handled. I also did not know that I could not get the phone shipped to my house or my sisters apt in New York so I ordered it at the store and asked if I could send it to her and have her activate it and the guy helping me said that would be fine but when I went to pick up the phone another guy told me that I cannot send it to my sister and have her activate it. He said I would have to disconnect her line and activate the phone in the store and then send it to her. Luckily, she came home that Saturday and was able to get it. BUT if my sister did not come Saturday I honestly would have been super annoyed. read more

I just got off the phone with Verizon corporate after filing a complaint against this location owned and operated by Your Wireless Inc. I go into this location on 5/26 to purchase an iPad mini and trade in my old iPad. I sign up for the monthly protect cell plan and choose to be billed monthly since the salesperson named Alonte did not mention their being a cheaper annual option until after he finished my transaction then told me he couldn't reverse it. Frustrating, but I gave the kid a break. He took my credit card and ran it for $387. He said he could not print out any documentation for the sale because his system wasn't working properly, so I walk out of the store assuming to be billed monthly for the protect cell plan and one-time for the $387 which took into consideration the value of my trade-in iPad. I receive a call from Alonte a few hours later, saying that the earlier transaction for the $387 did not go through. He asked for my credit card again over the phone. I told him that since the initial transaction did not go through, he should bill me 2 years for the protect cell plan at $199 plus the cost of the iPad. This new total came to $667, which puzzled me since the earlier amount was $387, and I was only adding the flat fee of $199 for the protect cell 2 year plan. He said that he had UNDER charged me earlier and the new total was in fact $667. Frustrating again, but I let it go. Mistakes happen. He told me to contact him again if there were any issues with the amounts on my credit card. Fast forward to the next day 5/27. I check my credit card account, and both the $387 and the $667 amounts cleared. I immediately called Alonte to notify that a refund for the $387 was in store, and he said he could not issue a refund because the transaction was not showing invoiced in his system. Being a small business owner, I understand how merchant account works and this is a strong possibility. He said he would have to get back with me after speaking to his manager. I called the store back several times to follow up and was told the manager would get back to me shortly. Thursday 5/28 rolls around and still no refund. I speak to the manager at 11am, and he says that he would have to call me back by 3pm because the store is very busy. I call back at 5pm and an associate promises to have the manager call me back by 8pm. Still, no call. I walk into the store on 5/29 to return the iPad mini and ask for all of my money back for the $667, $387, and value of the iPad that was a trade-in. The store associate was able to issue the refund for the $667 but not the $387, which a manager had to do. The manager called in to his merchant account and verified that I had been charged the $387 and $667. He pulled a credit card reader out from a closet and had me slide my card to receive the refund. I felt as if the manager saw my need as a low priority. What if I had been back in college, and that $387 was for something really important? It's the principle of the matter, and part of doing good business is listening to your clients' needs whether convenient or not. Fast forward to today 6/4 and I still have not received a refund for the $387 nor value of the iPad trade-in. I log into my account and the lines for the returned iPad mini and iPad that I traded in are still active. I'm still being billed for them. I call verizon corporate to complain about this authorized retail location, and they tell me that the store had not called them to cancel both lines as they should have, and I am currently without ANY of these devices. I'm currently waiting on Verizon corporate to contact Your Wireless Inc. to see about issuing me the refund. To recap, they over charged me and did not communicate or issue a refund in a timely manner. They did not contact Verizon to cancel lines that were no longer in use. Beware of this location. Go to a corporate Verizon store or any other authorized retailer NOT owned and operated by Your Wireless Inc. read more

Carefull, this is not a Verizon Store (information provided from verizonwireless), is a business operated by youwirelessinc.com, I got 2 Iphone 6s they couldn't port my family numbers for almost 1 month (phones were useless) and I end up with a Bill from Verizon for $240 per month, that is $100 dollars more than they told me it will be, when I asked about this charges they won't answer emails or answer the phone. I visited the store today and returned the phones, bad news I end up with a bill from Verizon. read more

This is for the Verizon Store at Downtown Crown in Gaithersburg. The staff is friendly and work tirelessly to help you out. Verizon Wireless as a corporation is another story. read more

Was told I would receive a $200 Samsung credit by purchasing the S7 Edge instead of the S8 on May 31st. Well, the promotion did not start until June 22 to July 31st and Samsung would not accept my purchase to give me the credit. When I came to the store to discuss the situation on July 28th I was told the person who sold me the phone would contact me with a solution. There was no call and the date has gone past July 31st, still no call. I obviously would've purchased the S8 at the same price if the promotion wasn't valid. I will no longer be completing any business with this store and most likely Verizon. I've been a Verizon customer for 20 years and the level of customer service continues to decline while prices continue to rise and this store has been the worst I've experienced. read more

I would not recommend this location. I went there with my granddaughter to purchase a new phone. I was quoted a price from the representative Ali Haider. He told us several times the price for the phone. He totally misrepresented the pricing. Once the paperwork was done. The price had nearly doubled. Fact check everything he tells you. Better still, find someone else to help you. I will no be going back. Stay away. read more

Painful rude and horrible service. Wasted time at the store a the Sales person knows only to sell phone. No idea on how to set iPhone 6 settings at all. read more

I had pre-ordered the Samsung S10e in store. The sales person had said that I would get the same ear pods that the S10 and the S10+ both got. I talked with ONE person shortly afterwards and they had promised that I would hear something "soon" from the store. Called the store on November 8 asking for a manager......... Went in today asking how come I didn't get a call from the manager? All the person said was I didn't qualify for the EarPods in the first place. But if the employee knew that when they told me then why would I be told that. They then give me a CHEAP CHEAP CHEAP wireless headphones that can't be found on any device. read more

Came here to break off from my parents' Verizon plan and upgrade my phone. Although they couldn't switch me off the plan, they were open to calling customer service for me to walk me through the process. I politely declined and took care of it at home. The store itself is pretty straight forward, 2 help stations for salespeople and checkout with products to try all throughout the store. There's a lot of open space and no where to sit so if you are waiting, it may be a while of standing since there's at most 2 people working. They have only some phones on display, but not many are plugged in for you to play around with the interface. Upgraded to the new iPhone 6 with no problem. Then, I found out target was offering the upgrade for the same phone for $50 cheaper. To save them my business, I asked them to price match, but they said they couldn't but what they could do was give me a $50 store credit of a case and screen protector. Although I could get all that online for way cheaper, I appreciated they're effort and accepted. I only wish they had been upfront because they rang me up for another 15$ because the screen protector and case came out to $65 so I had to pay the difference. I didn't like the manner in which they sneakily got me to pay them even more after feeling ripped off about the phone upgrade. It's not that they did anything wrong, but more so they had me walking away from the store feeling cheated. Advice to future customers, always compare prices online or even go through Verizon wireless online. You will get a better deal by eliminating a middle man. read more

WARNING! A Horrible customer service representative mislead our family at this location. He was later fired. Our monthly bill was over $100 more than what we told it would be. We will never go here again. read more

Horrible customer service. Dealt with Sam. Rude, Rude, Rude!!. I will not be going back. Accessories purchased there are not returnable. You have to go to the manufacturer's web site and file a claim. This wasn't mentioned when i bought my charger and there are no signs. The cavalier attitude from Sam put me over the top. He told me that i would need a paper receipt and the orignal box to make the return. I told him i was given an electronic receipt. He kept arguing until i produced the receipt. I would suggest that make your purchases from another store. It seems that they are helpful when you want to buy something, but when you need to return something their tune changes. Five below and Amazon has great customer service. Avoid this place. read more

I changed cell phone providers (and phones, of course) today to piggyback on my son's "family plan" with Verizon. Abdul was our sales representative, and he won points immediately by opening the door 15 minutes early when he saw a customer waiting. (I can't tell you how many retail clerks stand inside the plate glass, munching their doughnuts and sipping their coffees, because their starting time isn't for another 15 minutes!) It was as well that Abdul did get a jump on the day, as by 15 minutes after opening time, he had five customers and no additional sales personnel. He did a credible job of getting everyone started on whatever their personal path to satisfaction was (one guy had dropped his phone and broken it; a lady was shopping an I-phone upgrade; yada-yada.) Abdul continued his juggling act, talking to my previous cellular provider on my phone, talking to broke cell phone guy's insurance provider on Abdul's phone, helping some really smart old dude with something that was waaay beyond my technical understanding, for nearly an hour before reinforcements (another employee) reported for duty. It took quite a while to get my cell number ported over to Verizon, get my photos and text messages transferred to my new phone, all that stuff, but I was prepared by my son to know this couldn't be accomplished in 15 minutes or less. While my data was being ported to my new phone, I went and did some grocery shopping, then returned to see that many of the other customers had been helped and sent on their way. I took my new phone (and three handy operational tips from Abdul, as that was the maximum my brain could absorb in one sitting) and was out the door. I was impressed that Abdul never seemed overwhelmed or flustered at the backlog of people waiting for assistance. He did an amazing job of hopping between customers, seeing that everyone had a bit of his attention as he worked to get everyone's needs addressed. I don't know about "Verizon store vs franchise location". I know I was taken care of and made to feel like a valuable customer. If I need store front assistance in the future, I'll return to this location. read more

I ordered a new IPhone weeks ago and was supposed to pick it up today. When I called to make sure it was in they had no record of the sale. Shockingly the price is now higher than what I was quoted several weeks ago and of course they won't honor that price. Won't do business with them again for sure. read more

I stopped in this afternoon because my 2 week old iPhone 8 was shutting down and restarting every 20 seconds. I previously chatted with Apple support online (from a different device) and they couldn't help, and I didn't have time to run down to the Apple store for them to check it out. (Previous google searches didn't help either). I was going to just ask them to switch my SIM card to an older iPhone I had from before my recent upgrade because I couldn't open the tray myself. But the gentleman in the store (didn't get his name) was able to temporarily fix the problem and told me how to fix it permanently when I had more time on my hands. It worked, both the temporary fix as well as the permanent fix. He saved me hours of frustration (waiting) at the Apple store. Total professional and very helpful. read more

Stopped by last night because my husband was having trouble with his phone. Turns out, this is not a service center (which we didn't know). My husband explained his issue and Melvin was very helpful! Even though this location is not a service center (only the Gaithersburg store is, and we've had plenty of frustrating experiences there!), Melvin was able to call in my husband's issue under the manufacturer's warranty and have a replacement sent to him. This was extremely helpful so that we didn't have to drive all the way to another store to sit and wait in line for service. Thanks Melvin! read more

I was eligible for the iphone trade program. I got my iphone 7 from them, and turned my 6 in to a corporate store (remember, this location is just an authorized retailer). The first phone I got was defective. Then they ordered me a second phone. They did not tell me that they somehow took off my eligibility for my trade in promotion, since I had to give the first phone I got back. Today after a few months, I got an email from verizon saying my previous phone did not meet all criteria and I am not eligible to keep the promotion on my new iphone 7. The phone was in perfect shape. I was shocked, I called Verizon and the lady told me thats what it says because they took me off the promotions list after my second phone was given to me. read more

I'm 70 years old and this store provided the worst business experience I've ever had. They did not process my order as requested. I tried to set up 3 lines under a single account, but got three different accounts/lines. I can only guess they were trying to maximize commissions, but the cost to me is not favorable to say the least. When I brought this to their attention, they said they would fix it and email a confirmation - they did neither. By the way, their business card locates their store at 299 Copley Place, Gaithersburg, VA 20878. Of course, the store (and the address and zip code) are in Maryland. read more

This place is worthless. I wanted an HD set top box and Verizon directed me to go to the Verizon store on Copley Place. The first one they gave me did not work, so I had to go back. This time I asked them to plug it in and verify it worked before I took it home -- it still did not work, but the rep insisted that unless it was set up to my TV, I wouldn't be able to tell if it worked. Naturally, I took it home and it did not work. Each time I had to spend hours on the phone on hold with Verizon service. This time, I decided to cancel the HD set top box and just go with a digital adapter. I went back to this Copley Place location, returned the STB, picked up the digital adapter - got home and couldn't get it set up. I called Verizon service AGAIN only to find out the adapter they gave me wasn't even registered so it was useless to me. I finally gave up and had Verizon ship one to me directly - luckily with all the issues with Gaithersburg location, they waived the shipping fee. I will NEVER go back to this store! read more