Verizon Wireless

I recently needed a replacement smartphone, due to an inoperable phone. I must say I was pleasantly surprised when Shawn came to help me with the purchase of a new phone. I was a little undecided on which phone I wanted but after explaining to Shawn (sales person) what kind of things I was looking for in a smart phone and not really wanting to change my wireless plan. He gave me a few options and I made a decision on a Samsung note 5. Shawn was very helpful and patient (I can be a little indecisive sometimes). I would definitely come back to this location granted that Shawn is still there.

We all know visiting a cell provider store can be rough, but this place is the absolute WORST. The staff is extremely pushy regarding unnecessary accessories and phone cases. They’re almost more interested in selling those than what I came in for, which is an actual phone.
Sales staff is condescending and completely unknowledgeable. After waiting around the store for over an hour I was told that the phone I came in for isn’t even in stock with no apology.
IF YOURE LOOKING TO UPGRADE YOUR PHONE GO LITERALLY ANYWHERE ELSE. Especially if you want an iPhone, id recommend going to the Apple Store as they are helpful and engaging. Don’t spend your money at this sham of a store.

The worst customer service I have ever encountered, second only to their location on Fleet Street in Baltimore.
Congrats, Verizon Wireless. After seventeen loyal years, I’m ready to break up with you. On my way to one of your competitors to sign up for service and get a new phone.
When did you stop caring about customer retention?

*update* just addressed our issues with the manager of the white marsh location. He was unwilling to help at all, and even wanted to add $ 80 more in fees to our upgrade that the employee last night had not quoted us. Finally, he hung up on me. So, Monday they will be losing our business.*
Utterly appalled at the terrible customer service I just experienced. I walk into the store at 8:20, and its relatively empty. The reps were so busy talking and standing around, that I finally didn’t even get seen until 8:55. At that point the rep first tries to tell me that Verizon doesn’t like them starting orders after 8:50. After I pointed out that we’d been waiting for 30 minutes, he went in the back to see if they had the phones my wife and I wanted, which they apparently did not. Although, he advised that they would probably have them tomorrow during the day, or that he could order them for us to pick up on another day. So they don’t have those phones now but they will in 14 hours. Wow. Why not just be honest and admit that there is 0% chance of you doing any more work that late at night.
Why doesn’t verizon just close at 8:30, is they only conduct business until then. So instead of getting a $ 600 sale and a renewal of a family plan, now they will be losing a whole family to TMobile.

The wait time is ridiculous! They need to hire more people. I came here and checked in at 1:30 pm and it took an hour and half to be serviced. I am not coming back to this branch again.

Verizon charges a $ 70 restocking fee even if the vzw device is defective. Had to pay $ 70 upfront just to return a defective tablet. WoW… Also the people here will give you a very nasty look when you’re returning something…
The girl that helped me said in a VERY NASTY way you have to pay $ 70 UPFRONT TO RETURN THE TABLET.
I just paid the $ 70 and then the next day i called their EXEC OFFICE 888−844−0375. THEY REFUNDED ME AND SAID SORRY.
But WoW…

This was my first time dealing with this store. I came to upgrade my phone and after deciding which phone I wanted, the lady helping me kept trying to sell me something. She asked me if I needed a case, screen protector, iPad, headphones, etc. I was getting pretty annoyed. I also wasn’t happy with how she was handling my phone. Had to come back to this store because my phone was experiencing issues. The representative brought my phone to the back, and she ends up cracking my case. She never even apologized or admitted to it. I asked if I could get a credit and she, believe her name was Mary, said that wasnt possible since i didnt buy my case in their store. Funny cus the manager gave me a credit for the damage… but never apologized for any of the inconvenience and trouble it’s caused me. Another lady ended up assisting me with getting my phone replaced. Enrique, the manager, gives me tone when I asked him to make sure they handle my phone with care. Are you kidding me? So the lady ended up being very careful with my phone but she wasn’t able to pop the back of the phone, insert the Sim card or do anything else cus her fake nails were prohibiting her from performing her job. I couldn’t believe how much of a circus act I was witnessing at this store. I was there for 2 hours. Never going back if I can help it.

When I first arrived I ask Keith if they had a droid max in stock. His exact words were «we have plenty». After waiting 25 minutes to be seen. I again ask my sales rep if they had a droid max. They had one left when he checked. He walked me through and educated me on a lot of products. Finally at around 8:45 …an hour and a half later, he pulls he phone out of the sleeve and the droid Marx sleeve had a some other droid inside. NO DROID MAXX. they had none in stock. If I was told this at the beginning when I first walked in they were out of stock, I could have drove to the timonium location. The timonium store closed at 9 and I didn’t have enough time to make it there. Horrible waste of time.

Visited on 8÷8÷12
I’m still here guys… a bit tardy, but still writing reviews.
So it almost 2 years since I upgraded to one of the first smart phones Verizon Wireless offered and I was going nuts as every single update made me delete another program or two to make space for the updates. So, I decided to head down to Verizon Wireless on the Avenue at White Marsh to check out new smart-​phones.
So while I really went for a new phone, this review is really about the excellent customer service I received there that day. The sales clerk reviewed my double cellular acct and she let me know that Verizon had made many new changes… (yes, I lost my unlimited data plan. no biggy), but I found out that the max number of phones on an acct was raised from 5 to 10, so I no longer needed two accts. So we consolidated, which dropped our cellular bill by $ 75/​month, and the increased fees for data raised it $ 25, for an overall decrease by $ 50/​month.
I am very happy this sales rep took the time to review my acct and help me save money. In addition she gave me further info on how to apply for a military discount on the acct as well.
So overall I’m happy with this corporate Verizon Wireless retail store.

Service was disorganized, unhelpful, or generally uninformed on Verizon’s policy’s. They consistently try to push you to call Verizon’s customer service numbers instead of dealing with customer issues themselves. If I could give a negative score I would.