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March 2025 by Nathan Reynolds
Dishonest Return Policy/Advertising
UPDATE: After submitting the form the owner replied with over a month ago, we have received...zero response. Verizon, is this a joke to you?
Original Review:
My wife and I spoke to a representative about trying out the Verizon Internet Gateway. We were told that we could cancel the service at anytime, but if we used the service for 2+ months, we'd get some gift cards for Target ($200).
Long story short, Verizon made it very difficult for us to return the Gateway when we decided it wasn't the right fit for our household (and charged us for its possession all the while). When we were eventually able to return it, Verizon didn't refund us for the time we didn't use it (as of writing). In addition, we never received the promised gift cards, despite us using the service for over two months and paying for it all the while.
This experience began 8 months ago.
Be very careful if the sales schmucks at this location offer to let you try out a product and then claim the return process is simple. The return process was a nightmare; they didn't let us return the product to the store itself. We had to mail it to another location, and they bungled the shipping.
Also, if your experience is anything like ours, you probably won't get your money back (or any stupid promotional gift cards for that matter).
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March 2025 by Kim Zamorano
Placed an order online 2 days ago the phone was supposed to be ready the same day available for express pick up on locker. I received a text today that it was available and I'm here now it was not in express locker. Now I'm waiting in a huge line to pick up the order. Don't believe online ordering! Didn't have to wait too long
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February 2025 by Kenia Aparicio
If I could give or star I would. I write this review in Spanish because the Hispanic community must be alert.
I had a personal phone plan that I never complained about when I started this plan. The person who assisted me was an American guy whose name I don't remember but he was honest and transparent.
Two years later I decided to change my personal number to a business number because I had started my own business, on the recommendation of a Verizon street salesman I went to the store on Northern.
Regina assisted me, a scammer. And the worst of all is that their manager or supervisor doesn't give a damn if the client is deceived or scammed. The objective of this company is to sell at all costs at any price, even if you have to deceive.
Regina was not transparent, she lied to me, she deceived me, she scammed me with the plan. First he informed me that the new number would only charge connection charges and etc. and that the phone was free bullshit. Two months later they updated the application and I had a debt of 700 or so dollars to pay for the phone.
I had to pay twice in the month of December because unfortunately I went to pay at the store with cash and Regina again did not give me any receipt and since I was in a hurry I did not pay much interest I thought they would not be able to rob a customer the face Well yes Error if you pay cash. You run the risk of being scammed.
Third, they lied with the internet plan again Regina. Today I found out that they put me on a three-year contract. Something I didn't ask for and Regina wasn't honest either.
Today I called customer service again so they could inform me of the details of my bill since for the second time the bill came in above what they had agreed to according to the plan. It turns out that they have charged me because according to them I did not pay for the service and those charges are for reconnection
Over 100 dollars in charges.
Conclusion
I do not suggest this company to anyone as an internet and telephone service provider.
From theft with trumped-up charges to scams by store workers and supervisors and managers, it's worth it.
Theirs is to sell at all costs and believe me they are not reliable, nor transparent and much less efficient as a service or as a help person in the store.
Regina, when I asked to speak in Spanish, it is because I am tired of the hypocrisy of seeing Latinos say that they only speak English while they have the face of a cactus.
You confused the language with being ignorant. If that were my case, you were behind my desk helping immigrants get legalized and I was in the Verizon store, the difference is that I don't need to deceive customers to sell my service.
My serious mistake has been believing in you as a help agent for my plan.
You would have asked me for a tip and I would have given it to you.
For less things than these they demand from companies and their employees.
I wish you good luck
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January 2025 by Mauro Legarda
My experience at the Verizon store on 91st and Northern was incredibly disappointing. I came in just to pick up a watch, and it took nearly an hour. Meanwhile, the employees in the back were socializing and giggling while multiple customers, including myself, were left waiting. This level of customer service is unacceptable. In contrast, the Verizon store on 99th and McDowell was fantastic—they were efficient, helpful, and professional. I definitely do not recommend the 91st and Northern location if you value your time.
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January 2025 by Mike MacLeod
Absolute worst customer service of any Verizon store we’ve ever been to. Most of the staff were having loud social time when we came in while completely ignoring the customers. They could not find our order and said there was no way to tell if any other store in Phoenix had the watch we were there to pick up. Very condescending and unhelpful.
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December 2024 by Michaela Miranda
Had a great experience when I went here the other night, now tonight I now have to wait about an hour to return my phone, and the lady explained that she was having problems with my account, so I now have to wait due to their own technical problems? Not to mention, there is little to no seating for anyone when there is anything over 8 people in here.
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December 2024 by DarrelleBreanne Johnson
Horrific experience with this location, mainly with Caleb Kelley the salesperson who called us in for free phone upgrades and said he could help us remove a line at no cost since my Mother passed away. He guaranteed that our bill would only increase 5 ish dollars and I reconfirmed over and over with him because we were barely able to afford the $315 monthly payment already. After sending in our mothers relatively new phone, as well as a random spare phone we had, he reassured me that our bill would barely change and we would not be charged for shutting off her line due to a death. He emailed me the shipping labels and said once we sent them both in, which we did, we would owe NOTHING. Cut to our next bill was almost $900 and they threatened to shut off our phones without paying. After messaging Caleb multiple times he finally responded saying “let me look into this” and never responded again after several messages and screenshots of the insane bill! Now 3 months later, hours spent on the phone with Verizon our bill is still $100 + more (over $400 a month) and after a lengthy upset message to Caleb, he finally responded the bill was high because nothing actually got shut off and we we’re being billed for A,B,C but he would still do nothing to right his wrong. His reasoning was because I called him a prick in my last message 3 months later after disgusting treatment, neglect, terrible customer service, no communication, lying and allowing us to be charged $900 and $100 more per month after promising our grieving family our bill would be $5 or so more dollars. This is fraud, do not go to this location and stay away from Caleb Kelley unless you want to be screwed over and lied to.
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December 2024 by Tanner Rahier
What a joke of a store. Evenice the manager was absolutely no help and pretty much just tried to get me out of the building. I went there and a phone and line were added to my plan that I paid for for the last 8 months that I never had added or wanted to add. I asked her to check the cameras to see that I did not purchase a phone or anything that was added that day and she would not do anything. BEWARE of employees adding phones and lines to your plans for their bonus incentives. The manager I’m sure is behind it as well as she would do nothing to even try to help. The service and fraud center ended up getting me takin care of and handled everything. Don’t waste your time at this store. Super disappointing. She also told me there’s no one else I can talk to because she is the highest up it goes 😂 so unprofessional. Okay rant over
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December 2024 by Maria B
Verizon it’s the worst phone and internet company you could ever use ,scammers !!!!!!!
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November 2024 by Valerie VA
I don’t have an hour and a half to wait in this store just to turn in a phone! That takes 2 minutes max! Every employee in this store is slow as molasses. There’s no sense of urgency! There’s no kiosk to determine what number you are in queue, and there’s 20 frustrated and angry “possible” customers standing around. It’s insanely disorganized. This store makes me want to leave Verizon after 17 years! They needs to bring back their customer service or I’m done. Covid is over! Bring in employees who want to work. I can get poor service and pay less for mobile service elsewhere. You’ve been warned, Vetizon. I will go elsewhere.
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November 2024 by Jessica Claunts
Staff was very courteous, store is clean, and best of all, little to no wait!
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October 2024 by Henry Saunders
Abril was very nice and tech savvy on fixing my phone. She was nice, customer alert and very friendly. I wish every store had an Abril!
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October 2024 by Alysha Leibrant
Walked in to the store and a agent approached me harrasingly and when I was saying that I wanted to add a line everything I said he dismissed I never felt so much anxiety and disrespect it made me feel like since I'm a women everything I said was unimportant.
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September 2024 by Al Gburi (Al)
My best experience with Verizon staff so far. Edgar went above and beyond to help resolve my issue.. many thanks
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September 2024 by Sarah Phelps
Went in with my broken phone and while they were not able to fix it same day, Edgar was very helpful and informative and tried his best to help me in a timely manner. Good service, professional environment.
