Verizon Wireless

From what I understand, this store has changed location and staff. I think a lot of these reviews are about the previous location. The Verizon store in the U Village mall is a flagship store. Today a guy named Ben helped me purchase a new phone and plan. Ben had two devices. An iPhone 6 Plus for personal use, and a Motorolla Maxx for work because the store believes that they should understand both operating systems. Ben showed me to each of the phones that I told him I was interested in and showed me other options he thought I might like. He answered all of my questions about each one, then gave me time to try using all of them. I walked back and forth across the store using each. Every time that I had a question about a phone Ben came over to answer. He was very knowledgeable about everything. He didn’t know how many megapixels the iPhone 6’s front facing camera was compared to that of the Samsung Galaxy S6 Edge so he looked it up. I also asked him about other devices like smartwatches, that I was never really interested in buying. He told me all about each one, and his personal experience using them without ever seeming at all pushy or sales-​y. He had many opportunities to try to up-​sell me (a larger data plan, accessories, additional devices) but never did because I told him exactly what I was interested in buying when I walked in. I bought an iPhone 6 with Verison Edge (no contract, no activation fees ever, pay the cost of phone in monthly installments and upgrade to a new one whenever you’ve paid it off) and paid half down. This is BY FAR the easiest and most affordable way to buy a phone! In the end I am 100% confident that Ben helped me choose the phone and the plan for me. It was the best experience I’ve ever had making a purchase. I really hope that his name was Ben.

I went in looking for prices and such on tablets. They have a reallygood deal now $ 400 off their samsung so its $ 100 or so. Anyways the place is huge and the wall screen is interactive. You just touch the wall and up pops all the devices plus features and comparisons. Myfavirite is the electric lock that you can use with the phone and lights too.
I had Ben i think hewas really cool and i guess his roomate works there too. I didnt end up buying unfortunately butill be back.

We lived in a different location where customer service was not the best, but when we came to this location, we were so satisfied with our results. Tyler has been the best representative we have had.

I had my phone stolen a month or so ago, and have been trying to get it replaced for weeks to no avail (this was almost entirely the fault of the insurance company Verizon contracts out to insure customers phones, though). When Asurion (the insurance company) finally did send me my phone, they sent it to the wrong address first, and then on the second try they got the address right but SENT ME THE WRONG PHONE. At this point I was just fed up and wanted a phone immediately without having to spend hours on the phone with Asurion trying to fix yet another one of their mistakes, so I came into this Verizon location and was helped by Prashant (I am pretty sure that’s his name). Long story short, he was extremely apologetic even though it wasn’t even Verizon’s fault. He initially tried to help me streamline the process with Asurion, but when it was clear that they were incapable of providing one iota of customer service, he suggested we just abandon the process with them and figure out a way to get me my correct phone right there in the store so I wouldn’t have to wait any longer. He somehow figured out a way to trade in the wrong phone they sent me for the model I should have been sent.
It was an amazing example of outstanding customer service on his part. He was extremely patient and understanding with my frustration, and I felt like he genuinely wanted to help. Employees like him are the only reason my family stays with Verizon, despite it being far more expensive than the other leading cellphone companies.
I do want to vehemently protest Verizon’s continued involvement with Asurion, however. If there has ever been a more rude, incompetent, horrendous company in existence, I haven’t heard of it.

I have had some very frustrating experiences with Verizon over the years, but I have to say the managers at this store really went out of their way to help me recently. There seems to be a disconnect between what’s communicated over the phone and what Verizon’s written policies are. I suggest giving the store another try. Yes, they can be busy, but once our turn had come the employees made sure all of our questions were answered.

Even though VZW is a big, evil corporation, I have always had a good experience with them when I go there. I had lost my phone, and I went in thinking that it would cost me hundreds of dollars to replace. I told them that I’m a student and also not working, so anything they could do to help me keep my costs down would be appreciated. It took nearly two hours, but the clerk pulled some strings and did everything she could, and finally got me a Samsung Galaxy 3 mini on an second line that only cost me $ 18 more on my monthly bill.
Then, a couple of weeks later, I found my old phone! I immediately went to the VZW store to try to sweet-​talk them into cancelling the new line and taking back the old phone, and even though it was a day or two beyond the 14-​day limit there was no problem. I had to pay a $ 35 restock fee, but other than that it was all good.

Typical Verizon store experience: plan to wait 30 minutes on a Sunday afternoon for the privilege of purchasing a phone from them. Better to just go to the Apple Store nearby if you can.

We closed our family plan with Verizon recently (after about 20 years) because of the recent awful customer service at this VZ store.
The staff at this store are there to get paid, not help and provide a good service. They don’t care if you break your contract with VZ or not. They are dry staff and just tell you about the rules and don’t help you to figure out the best way for the customer. Here is my story:
My one year old galaxy nexus became really hot when I plugged that into it’s charger. I went to this store for a solution. The staff did not even want to try to see what the problem is. How it is happening or giving me some suggestions. They just said you need to upgrade your phone. That was all! I was convinced to do the upgrade. Then they said your data will be limited if you upgrade your phone. Then when I asked for the reason, they simply said it a new policy and there nothing to do about it! I mentioned that we would break our contract and they simply said fine with us!
We were happy with VZ but recently their new policy and customer service were awful so we broke our contract with them. Think twice before going to this store and start a contract with VZ. Now I am with Sprint, the same pricing more smart phones on the plan and better customer service.

It is tough to have a non-​biased opinion of a cell phone store because it seems like you are never there for a good reason… either you are about to pay a lot of money for a new phone or you are upset because your expensive phone isn’t working.
i have been to this store a handful of times and recently had a really positive experience with Lee. He was able to help me work through an issue with my iphone and process a warranty replacement that arrived less than 24 hours later.
Lee did a great job talking me through the back-​up process, how to switch all my contact info, and answered all my questions. As a longtime Verizon customer, it is people like Lee that keep me with the brand.

My phone was stolen and I came in to get a new phone using my mom’s upgrade. The store was closing in a half hour, and instead of turning me away, a customer service rep decided to help me, which initially seemed really nice. However, it was clear she didn’t want to be there anymore, let alone be registering a new phone. She worked very quickly and didn’t speak much to me. She worked super fast and soon I was walking out of the store with an iPhone 4s.
Turned out she used the upgrade on my mom’s account, not mine. I have been on the phone with customer service/​tech support for over an hour and a half and am STILL on with them. I really don’t have time for this. This could have been solved had she been a little bit more diligent and more interested in setting up my phone. I am very disappointed in the service I received.

Excellent customer service at this store, which seems to be less busy than other retail locations. It’s a bit off the beaten track, just a couple blocks up the hill from the U Village, but not part of the mall proper. The wait for a salesperson was only a few minutes on Black Friday afternoon… miraculous. He helped us get our plan switched and we were out the door in under ten minutes. There was no pressure to buy extra services or phones we didn’t need or want to pay for — so refreshing!
By far, this was the easiest, most successful and least frustrating experience I have ever had at any Verizon store (not that the bar was set very high, but still…). Free parking in the underground parking garage.

Excellent service — I brought my iPhone 5 and Chadwick set it up for me — even put the screen protector on! All the guys in there are very nice and helpful. This is why I stick to Verzion.

Excellent service at this store. We were looking for iPhone5 accessories two days after the phone shipped, and found 2 of the 3 things we needed. We were offered at 20% discount for buying 3 or more accessories, or a 30% discount for buying 5 or more. We were told we could bring back our receipt and still take advantage of the discount if we bought more accessories another day.
Finding the correct parking lot was tricky. It is on the south side of the store, not the north side.

Udistrict Verizon, I keep giving you more chances (really, it’s only because you’re closer) and you’re still awful.
Rude, condescending staff with bad attitudes. Limited options for phones. Finally involving the manager in a customer service question wasn’t that much better, either.
I dread all interactions with this store.
I know I said this before but with cell phones, you have to spend A LOT of money. There’s the phone, the contracts and then replacement phones, that’s just the way it is. But if I’m giving you a few thousand dollars over the course of 2 years, I want to feel good about that decision. I never feel good about how this store treats me or the other customers around me.
If you have to go to Verizon, find a better branch.

A special level of hell, but strangely not the staff’s fault.
I was overjoyed this store carries batteries as the one over in Interbay doesn’t stock any. I put one on hold and made my way over.
The store was surprisingly crowded for the time. Upon entering, there is no direction on who to talk to for service. After a few minutes of wandering about, someone asked me what I needed and I said I was there just to buy the battery.
I was put into que with 3 others ahead of me. The customers ahead of me ranged from 20 something girl not sure what to buy and wanted to see everything, a middle age guy angry at his phone and possibly the world, and a family that needed the console each other during their purchase and seemed bewildered at the device they were buying.
Yeah… not exactly a fun crowd.
Eventually a manager noticed my bitchy look at the inane questions these other customers kept asking and was nice enough to just push me in, let me pay and leave that 5^th level of hell. Many thanks to him.
I’d rather deal with things online then ever have to go into a store and deal with waiting through that madness. Sorry, my time is valuable.
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So I got a reply from their staff and I love to post my messages. :)
Hello Sarah B. Thank you for sharing your store experience with us! While we are unable to predict what the customer capacity level of a store at a given time, your feedback DOES help us in determining if and when more staff is needed. I am delighted to hear that the manager was able to get your issue resolved without disturbing the pace of the retail process. Please understand that we do value your feedback and we will continue to strive for the perfect customer experience. Thank you.
Arnett H.
Follow us on Twitter @VZWSupport

We went to the store to activate and set up our new iPad — we needed a new sim card. We were greeted and helped by Jeremiah Atienza, who couldn’t have been nicer. He is bright and very knowledgable about Verizon’s products and services and very competently got the iPad hooked into our 4G service—
We couldn’t be happier with the treatment we got from Verizon and Jeremiah—

It may be unfair to single out this one Verizon store but they are closest to where I work so that is where I went. I was appalled by the lack of service. My phone is older and no longer maintained by Verizon. Because of this I am forced to buy a new phone.
After telling me that they could not service my phone they refused to help me find another Verizon store that still had the capability (they actually told me that some stores had the capability but that I’d have to find out which one myself). When I asked why Verizon no longer backed it’s products (which is only 4 years old) they replied that it was not their product but rather Motorola’s product. Yeah, just like REI telling me that the bike that I bought wasn’t their brand so they won’t stand behind it.
I can understand moving away from obsolete equipment. The reality however is that Motorola is still writing new software for this phone so therefore is not obsolete. Even still a friendly smile and a show of goodwill to find a way to definitively fix or declare dead my phone would go a long way.
Verizon is systemically broken.

I’ve gone into this store three times, and EVERY time I have had horrible customer service from different employees. They have no idea what goes on in terms of national offers or what happens on the web.
The first time I went in, I wanted to upgrade my phone. After the employee hyped up the new Blackberry Storm for half an hour, comparing it to the newest touch screen smart phones, I bought it… and have hated it ever since. He was not transparent or honest in the phone’s capabilities; he only wanted to make a sale.
The second time I went in, my phone had been stolen and I was markedly distressed. After telling the employee that I had insurance, he said I should google their insurance company (a private entity not part of verizon) and fill out a form. He didn’t have the decency to call them for me or help me fill out a form while I was there. He didn’t even give me the specific URL!
The third time I went in, it was because I was trying to buy an iPhone (FINALLY) off of the verizon website, and it blocked me out. All the employee had to say was that it looked like it was closed, and that I was basically out of luck… In other words, he, a verizon employee, did not know if their product would be on sale or not any more. He was not apologetic or even remotely sympathetic.
I should have learned the first time and never came back, but one would hope that not every single employee would be rude, brusque, and ill-​mannered. If verizon didn’t have such good phone service, I would have switched long ago. Verizon should take the time properly teach good customer service and respect for their loyal customers, especially those who have been with them for 9 years!

Zero stars is more like it!
I’m sitting here right now & am shocked at the incompetent person wearing a «Greeter» name tag.
More later after I calm the eff down!
(next day)
So I walk in with Sister, Bro-​in-​Law, the 4yr old & Mom to buy a new Droid for the Bro-​in-​Law. We also needed a two new accessories for our existing Droids and have 1 question about tethering. There are 5 people wearing Verizon shirts behind the counter. There are 3 other people in the store. Does anyone help? No. We wander, and wander. Ask the the greeter a question and before I even finish my sentence she is averting her eyes and saying «You need a CR or a CSR». Basically she is saying don’t talk to me.
I assume she means a customer service rep. We wander a bit longer. Then she tells us we need to register at a kiosk to get help. Well we had been there for 40 min and it would have been nice if they had told us the moment we walked in.
Bottom line… we were there for over an hour and ended up walking out empty handed.
They get the Worst Service in the Wooooorld Award! Too bad because last year my sister and I both bought new Droids and all the extra do-​dads from them and had a great experience.

It is hard not to give them another star because I went on one of those really hot days and they had the coldest a/​c I felt during that mini heatwave. Anyway, I got in and had to sign in to see somebody, so if I would have had just one little question, it still would have had to wait 15 mins.
Anyway, I was on my every two, so was just seeing what was out there in terms of phones and if I had to change my plan. So my unsatisfactory experience here began when the employee helping me basically was like «you have to pick this phone or that one, and it has to be this plan.» This is after telling him what I was looking for and what my budget was. He basically ignored me and just gave me those two options. After that I still wanted a new phone and to check out plans but I just didn’t want to go back there, so I shopped around and eventually ended up at Best Buy.