Verizon Wireless

If I could give Verizon as a whole zero stars, I would. My experience with this store is similarly awful. Since we have had our Verizon FIOS service, about two years now, we received a remote control that is used and broken. Verizon refuses to replace the nonfunctioning remote without charging us, citing that our warranty (which we never received) is expired. In order for a warranty to be valid, it must have been communicated to and given to the customer in the first place.
As for the Internet service, it is just as unreliable as our used and broken cable remote. I have been experiencing issues with getting kicked off the Internet multiple times during the day. I thought it was my computer, so I bought a new one yesterday. Today, I’m experiencing the same issue with unreliable Internet service. When I contacted customer service, all they were willing to do is send out a new router. They could not find what the issue was… oh what a surprise. The only thing they were willing to do to compensate for my lost time and aggravation was to credit me $ 20 for Internet service for one month, and I was still going to have to pay for a replacement remote (which they said the nearest store was in Virginia Beach — 3 hours away).
Verizon, you are the epitome of the fact that Customer Service is a thing of the past. I hope that your customer base gets as fed up as me and your business fails. Your organization has gotten so big that you no longer care about providing reliable internet or remote controls for cable services, and the idiots you hire in your customer service call center are completely clueless about the areas served by you. Shame on you Verizon!

Not a good experience at all. I went there to get a new phone case that was it. I didn’t need a new phone, I wasn’t having issues with my current phone, all I needed was a case. I was hoping I could walk in, find a case, pay and leave. I walked in and told the greeter what I was there for and he told me I would have to put my name in. I told him again what kind of case I was looking for and he said they were in the back and I would have to have someone get it.
I didn’t feel like waiting forever and a day as the store was very busy. I went 5 minutes down the road to Best Buy and was able to look at the cases, find the one I wanted and got it. For as popular as Verizon is it just amazes me that you have to go through this long process to get something that should take 10 minutes tops.

Just switched from Sprint and the experience was extremely smooth and seamless. Got the exact phones I needed for a much cheaper price than I thought.
Ali is the best wireless service associate I’ve ever worked with. He listened to what i wanted carefully and helped me out with the whole process accordingly. He didn’t try to sell me anything extra that I did not need. He kept me informed about all the available options but never pushed me into buying any of those. Definitely going to him again when it’s time to upgrade or if I have any issues.
I got a great deal on my phone trade ins and multiple credits, thanks to Verizon. Loving it!

Wish I could give them 0 stars.
Called them because I was wondering what time they closed because I had to drop off 3 FIOS set boxes and was instructed by Verizon FIOS tech support to drop the boxes off there.
The guy who answered the phone gave me sounded like he had no interest at all in helping me, while also sounding like a certified DUMBASS. He was extremely rude and he told me that they don’t take set boxes there and to drop it off at UPS or Fair Oaks Mall. When I asked him for more clarification on what to do at the UPS store, he hung up on me. When I called back, and I asked for details on where in Fair Oaks Mall I have to drop it off, his response was just «you can google it» and then hung up on me. If he had originally said that it was the Verizon Store at Fair Oaks mall, that would have been sufficient.
I don’t expect the most intelligent workers to be working here, but I do expect that the employees there actually try to be as helpful and kind as possible, while being very clear with their answers. What is obvious to them is not obvious to everyone who calls. I’ve never been hung up before by customer support and because of the anger it caused me, I think I’ll be switching my business over to a different provider.

Pathetic! Worst experience EVER. One of the first in line this morning. Walk up to the counter and the «person» (I use that term loosely), says can I help you. Misnomer statement. She couldn’t help a starving person at a buffet! I showed her the error I got on my SD card, and her response without any research is: Oh the card was wiped! Didn’t see if tech support could help… said to call them? Then she laughed when i left the counter. I did turn around and say a few choice words. :) Why don’t you just call your outlets sales stations as leave out ANY mention of service or customer service. You shorter zaftig person. you know who you are.

Wow! What a great experince. I was so desparated with my phone which was in good condition but stopped getting charged for some reason. My husband was gonna buy a new phone and I was close to it too but still decided to ask their sales person Ali if he could do something with it. And he did not hesitate to help. This is what customer expecting– sales person to be intrested in helping. So he did this and that and it start working! Awesome. My husband purchased a new phone and he gave him a bunch of amazing presents like flash card and car charger and some other charger i dunno how you call it.
Anyway Ali made or day.

I feel wrong even providing them one star. I have never, over the last two years, been provided anything remotely resembling service. Intelligent answers? Never. A smile? No. Once you get past the club atmosphere of music so loud you cannot even hear voicemail
Commands, you’re troubled with a lack of experience by the junior Sara reps and an even more incompetent name– she refuses to show her name badge. I’ve never had such terrible service at any retail store, let alone one with which I have over 5 lines!!!

I’ll be honest I was a little hesitant about coming here after reading all the reviews. So about two weeks ago my phone was stolen while traveling abroad. This obviously cost me hundreds of dollars and endless stress, but about 80% of that was alleviated by Ali N. I cannot say enough good things about this man – from his calm, polite demeanor to answering my 2000 questions (sorry!) with humor and patience to making sure I got the most out of my money. It was the first time I’ve dealt with a cell phone carrier and not felt like I was getting totally ripped off. That’s a nice feeling. Thanks for all your help, Ali N! You rule.

I had some trepidation about visiting this store after reading the reviews but I had to get a new phone fast and the location was convenient. I knew what I wanted plus I was able to go at a time that I knew they wouldn’t be too busy.
I was greeted as soon as I entered the store. No IPad login, they just took my first name and said they would have someone help me very soon. Very soon was less than two minutes. I was introduced to my sales rep Luis. I told him what phone I wanted and discussed the plan options. While he activated my phone I chose a cover from a variety that was comparable in selection and price to what I have seen at Target. The staff was very personable and actually quite fun. The process was quick and painless.
I told Luis about the Unilocal reviews. Love Unilocal because it makes retailers listen to the customer. So, maybe this store was not doing a great job before but they were spot on today.
P. S. Luis Rocks!

I have a personal distaste for all Verizon stores. I truly the check-​in and wait procedure, but nevertheless it’s the company process.
We had to come into Verizon to do a trade-​in for an old iPhone. The staff member that was assigned to us was decent, he noticed that the Tysons Corner store hadn’t provided us with the best phone plan and was able to hook us up.
Another associate, Osmin, was awesome! After chatting for a minutes he was able to find us an additional deal since we had been essentially screwed over by the Tysons Corner Verizon store.
I still don’t like going to any phone store, but I will definitely give this one a fair shot in the future.

This group is worthless. We waited 15 minutes to be waited in to do a phone upgrade and all the staff seemed interested in was checking people in at the front door. 3 of them. Meanwhile more and more people are standing around waiting for service. When one of them starts to leave and the manager starts asking them where they are going and they start going
through the list with them of who should take the next person in line we walked out the door and I said, «You can take Paul off the list!» We went to Best Buy a block over and were immediately taken care of. Useless!!!

Wasn’t as bad as I anticipated from reading the reviews. Just took over an hour to get a new phone but the sales lady (not the one mentioned on here over and over again) did work to get every discount she could for me, which is always nice!

I was serviced by Ms Sandy. She was very friendly and knowledgeable. I didn’t know my passwords and she took her time to help me reset it. I felt very comfortable with her. She is the best. This was one of the best experiences I’ve had at Verizon Wireless.

Another absolutely useless experience at this store. I basically had to remind the manager and employee about what their policy actually is — as long as an order is unopened you can return it to the store without a $ 35 restocking fee. These idiots, including the manager, didn’t know how to remove the restocking fee from my account. Really, sir? You, the manager, don’t know how to remove a charge?! Either you are deeply stupid or you think I am. So I called customer service. They verified that the policy was as I thought and told them to remove the fee. They still claimed to not know how. The customer service rep was actually astounded by their stupidity and incompetence, too. Then, the store employee suggested that I go home and print out a return shipping label. So after inconveniencing me with your stupidity and being absolutely useless, you think I should return home and do your job? No, so I had him print the return label. The only reason I’m staying with Verizon is because the phone customer service is so good. This store is trash. Everyone in it is trash. And how the employees look shouldn’t matter… But when you look like that, you need to be great at what you do, kind, intelligent and everything else good.

Super slow and inefficient. Give your name to a guy with an iPad at the door, wait ten minutes for somebody to talk to, who sends you to somebody else. Go find another store.

Most of the employs seem to hate their jobs; the few who don’t are arrogant; all are helpless.
My horrible experience was with Zara. She was AWFUL. No customer service skills. She didn’t even offer me all of my options. She could have offered me the Edge program or allow me to pay to end my contract. But she just stared at her iPad, barely shaking her head, saying, «Nope…sorry…we can’t help…» You deserve EVERY bad review you get.
Also, «Lisbeth B.» gave this place 5 stars, specifically pointing out how awesome Zara is. Lisbeth has ONLY ever submitted a review for this Verizon store. I am sure Lisbeth and Zara are either the same person or at least know one another.
STAY AWAY FROM THIS STORE — IN FACT, STAY AWAY FROM VERIZON.

Things have dramatically gone South at this location.
Not too long ago I said generally kind things offering a three-​star review. Well, what a difference time has made.
The staff is completely turned over and the staff which was there that I knew and liked are long gone. The store has been made less customer friendly. It is as though they brought in outside consultants to provide an actively hostile environment for their customers.
Had the misfortune to stand for nearly 40 minutes this past Saturday as we waited for assistance. Since my last visit they have: 1) Removed most of the seating, 2) Removed the screen which told you where you were in the line, and 3) Removed the big screen television which provided some level of distraction.
Awful. Awful. Awful.
They act like they are a monopoly — which they are not. Rather reminds me of a trip to the DMV.
Fraud Alert: I note that there several reviewers who gave the place five-​stars. I’d also note that these people have only one review and it is a five star review of Verizon. If you were to ask me, I’d say that those were fraudulent reviews made by some poor Verizon employee under duress. I don’t believe ANYTHING written by a Unilocaler with only ONE lousy review.

Came here to look at getting a new phone. The employees were generally apathetic and seemed liked they wished they were someplace else. I guess if I was hawking phones I’d be apathetic too, but they should hide it better.
On the plus side our rep brought a phone out from the back of the store for me to look at, so I didnt have to wrestle with the cable attaching it to the display. There was the constant upsell throughout, especially related to Verizon Edge that others on here have noted. At the end of the day I got the phone online after I went back home and found a $ 50 coupon, that no one mentioned when I was looking in the store.
Overall, not a great experience. I’d only come back to look at a phone in person, but even for that I’d probably head to Best Buy first.
A note on Verizon in general. They have the best network of the carriers, but some of their customer practices are not great. Not a fan of the new $ 30 «upgrade a device fee». I also didn’t like the fact that they give new customers a better rate then existing customers, but I guess all the carriers are doing that. Seemed like they were easier to deal with 5 or 10 years ago than they are now.

Service at this store is very slow and poor at best. Rather than just helping you find what you want, the employees here, which seem to have massive turn around, have been trained to circle around you like buzzards in search of a meal. They constantly disregard your requests for what you want, and bombard you with sales pitch after sales pitch. It’s very annoying and very time consuming. You can never just get in, do what you need to do, and leave. Each visit takes anywhere from one to two hours.
We have a company account, and if it weren’t for that, I’d cut Verizon loose completely. I can’t stand them. I don’t like their home services, can’t stand their wireless services, and don’t even get me started on the hoops you have to jump through with their business services. I personally refuse to use anything Verizon related that isn’t being paid for by my company, and if I could I’d get them to dump them.
On my last visit to this store it was to get a new phone for an employee. To give you a little back history, we appear to be one of the few remaining account holders who have Verizon Wireless’s «unlimited data» package. For some reason, Verizon no longer offers this package, and thinks its somehow acceptable to sell you a 2 GB package at the same cost. They can’t seem to understand why anyone with half a brain would say, «Wait a minute. You want to charge me the same price for less? NO!»
The sales rep we had continuously bombarded us with sales pitch after sales pitch, all but begging and pleading with us to take the 2 GB package and drop our unlimited plan. He even went as far as to start offering free things such as Jetpacks and other accessories. Needless-​to-​say it was no deal. I even refused to bite after he told us that we couldn’t use our account upgrade to get the phone at a discount if we didn’t drop the unlimited plan. It was worth it just to buy the phone outright for full price to keep the plan.
When the phone was finally activated, he didn’t even do that right. He disconnected my phone, and activated it as my employees. Probably because he was ticked off that I wouldn’t accept any of his sales pitches. If I hadn’t checked both phones prior to leaving I would have had to spend another two hours there another day as opposed to the additional half hour on the spot while he fixed it.
I hate all things Verizon. It’s just another one of those sad stories of a company that got so big that they forgot about all the people who pay them. I really wish they’d go out of business. Seriously — Who in their right mind would pay the same monthly cost for less service? That just doesn’t make sense on any level, and shame on Verizon for thinking that’s acceptable.
It’s also worth noting that Verizon sells you insurance policies through a third party dealer, but what they fail to mention is that should you need a replacement phone, you have to pay a $ 100.00 deductible to said insurance company for each phone you need replaced, every time. What kind of insurance is that?

I was actually very happy with the service we received here. Everyone was friendly and attentive, and once we started the process of upgrading and swapping phone, everything went smoothly and quickly, without any hangups. I was very impressed actually– I was prepared for a long ordeal.