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March 2024 by Kev G.
Absolute horrible customer service. Avoid this place. If you must remain with Verizon, drive to Hawaii Kai near Costco for much better service. I changed my family to another carrier who appreciates the business. I just had a question regarding my service, but Craig was very rude and condescending. It seemed like he had no time for me unless I was buying something from him. Maybe he was having a bad day and I'm not sure if he gets any commission for renewing contracts, but he sure didn't seem interested in anything I was asking. The final straw was when I asked him for a printout of his instructions so I could go home to address the issue online. His reply, "NOPE". I asked if I could take a picture of the instructions? "NOPE". So I "NOPED" right out of there and straight to Costco to sign up for AT&T. Three lines, Three new phones, plus $300 dollars Costco gift cards and all for half the monthly charge.
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January 2024 by Scott Clark
Nicole SAVED my day twice! Went to several stores for help & she was the only one who could properly assist me with my complicated phone issues. If you need help & great costumer service, kahala mall location is the place to go & Nicole is the rep to see! Mahaloz ?
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January 2024 by collin De Vaere
Nicole is the best, highly recommend this store to anyone.
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December 2023 by Kels Augustiro
Customer service was outstanding.
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December 2023 by Caleb H.
nick is awesome and extremely helpful. my phone was stolen I got stranded in Hawaii and he did everything to get me an immediate replacement so I could work on getting back home. very understanding. I would definitely come back and will stay with Verizon they've always provided me with excellent customer service and this really made them stand out compared to other carriers I've been with. thanks so much Nick
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December 2023 by Sharon C.
If you get Craig you are in good hands. He helped us order another phone quickly when we lost ours. He helped us with using the insurance and was very clear and informative in helping someone who is not very technical.
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September 2023 by Hooligans G.
Terrible customer service at this location. Checked in when I arrived and no worker acknowledged me. They treated me like I was invisible and kept ignoring me when I was trying to get their attention. Waited for over 30 mins and as other customers came in and checked in, they would help them but continue to ignore me. The longer I waited and still no one had the courtesy to say sorry for waiting or just acknowledge that I was waiting this long.
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September 2023 by Michael T.
Can I leave negative stars please? This company allowed someone to use my fathers social security number and my name to start an account and not only that but did not even investigate knowing that my ssn was different. This should be looked at as a serious breach of security and should not be taken lightly. Because Verizon had stuck me in a hole no investigation no nothing, they should be prosecuted for neglecting serious security concerns and violations.
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September 2023 by Therese P.
John-Isaac was very helpful in getting us a new phone. Took good care of us. Mahalo bradda
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July 2023 by Allan Griff
They can do what's needed, may have to wait. Real humans better than on site our on most prone lines.k
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May 2023 by Jb Rasin
I feel very frustrated, and unsatisfied with how Verizon treats Small Business customers with 5+ lines.Issue:International bank app (Privat24) requires a phone number to access my account. I enter Verizon phone number. App (Privat24) sends a text message to the indicated phone number. Text message is never delivered to my Verizon phone number.Attempts to solve the problem (time spent 20+ hours):I’ve called Verizon business customer support, Verizon international customer support, Verizon advanced customer support (not sure if the name is correct) at least 5+ times.They all carefully listed to the issue, open a a ticket. They offered 3-4 similar solutions (we reset your account - try again in 24 hours, we turn on international messaging - try again in 24 hours, we turn on short text messaging - try again in 24 hours, etc) that did not solve the problem.I’ve stopped by Kahala Verizon and explained the problem in details. Explaining the the history of the issue, describing the attempts of customer support to fix it, and even ticket numbers. All they did after - called the support line and told me that the issues wasn't fixed, and that they created another ticket (no number was provided).My frustration is based on next factors:1. No explanation what to do next or clear communication on when the issue will be fixes (even a ticket number).2. I still can't access my banking because I don't receive an automated text message3. I've spent hours on the phone with customer support and at the store, and I get a clear feeling that I'm just getting bounced around with no one responsible to fix my issue.
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April 2023 by Jax G.
Ashley was a great help adding on a phone to our already Verizon plan. Every time I've gone to the store in Kahala Mall, your greeted right away and they provide great customer service!!!
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April 2023 by Black S.
I cant avoid the impression that Verizon is almost scam like business. Just do not fall for its misleading Ads. The bait and switch practice or speechlessly unorganized and disconnected internal customer service department or broken communication amongst their own department...all that should be closely investigated and penalized by appropriate govenrment agencies and make their business practice changed or go bankrupt. Its customer service is non-existence. They make you work for them. They claim they are the biggest network company that has best network. So... does that justify them to be totally unorganized that service reps online and store managers do not know about their own operations?! The branch manager at this location had that speech to me. I hope Verizon don't train their branch managers for that kind of mind set. She was shameless that she does not know what her call center staff was advising and instructing customers. I've never experienced such a shameless thick skin customer service professionals. And she was even training her staffs at the store. Training how to avoid and dodge customers?! Verizon, specially at this location, supposedly the branch manager, they were a horror show! She should be re-evaluated for her job. Or she is the Verizon. Customer is asking why their internal communication is so broken that their customers must to go in circle, waste time and money? If you don't know why, just 'professionally' admit that you dont know why, and apologize to your customer. And advise the customer that you will try to find a way to change, improve and follow up. Instead, what she did was all dodging. Very wrong.
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November 2022 by Richard Stacey
After an unpleasant experience with Verizon online, I went to the Kahala store and was very satisfied with the personal service. The rep (Giana?) was very patient and friendly and fixed my problems.
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October 2022 by Melissa C.
5 stars for Giana. Always helpful whenever we need to go to this Verizon. This Verizon store is in the Kahala mall.
