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February 2025 by Nick Adcock
They should just close this terrible place.
Had an appointment with the business rep, he didn't show, and the regular staff basically told me to leave because "you just need to do it over the Internet". Fine, I can switch carriers over the Internet. The worst part is the rep didn't show up and when I texted him, he didn't respond after I explained my trouble. Not everyone wants to handle it over the Internet or be shoved out the door in under 5 minutes like a terrible pizza.
AT&T has way better customer service, but the cell service is the only reason I switched 4 years ago, but I am hoping they have improved
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December 2024 by Christian Larsen
After struggling with trying to figure out why my bill was going up every month using the app and the chat feature. I was told that I needed to go into a store or call. So I went into the Champaign location.
I try and avoid this location at all cost because every time I’ve gone there, the store manager and staff have been rude and dismissive.
When I checked in at the store, The store manager asked me what I was here for. I explained that I was trying to understand why the taxes and state fees kept fluctuating up and down.
He immediately stopped, checking me in and looked up at me to say “we are not tax experts”. And then pause as if he was waiting for me to leave. So I let him know that I had already tried the chat and the app and I just wanted help understanding. He seems super annoyed and irritated, but eventually reluctantly checked me in.
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December 2024 by Brady McDowell
Went in to ask a simple question. The young man that approached me at first was very kind and very happy to try and help, however he was new and didn’t seem to be trained very well. He had his trainer (college aged blue haired girl) come to help him. She was rude, impatient and argumentative. Tried telling me I needed an “Ultimate Unlimited” plan to upgrade my phone- which is just not true at all. Drove to Kankakee and they took care me no problem. In and out in under an hour. I spent 45 minutes at the Champaign location just being talked to as if I were a moron. I feel bad for the gentleman who was trying to help me at the beginning. He is too good for this place. Hopefully he finds something better. Blue haired girl needs a job not dealing with people and that does not require reading
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November 2024 by Trenton Frank
My aunt went to this store and they allowed her to make changes to my account that she is not an authorized user. She doesn’t know my account pin at all and again isn’t an authorized user. Super unprofessional
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November 2024 by Josh Bough
Tried to charge me $50 to return a phone (that was essentially a bate and switch, nothing like it was pictured online) even though it explicitly told me when I bought it that I could return in store for free for 30 days after receipt, no questions asked. I even brought this up to the man and was dismissed like I was an idiot. 0 stars.
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November 2024 by Megan Siegler
I had to go in twice tonight. I had to have my elderly mother drive an hour the second time because I was told that I couldn't be helped with anything unless the account holder was present to show ID after being extremely irritated that he even had to greet me at all. My issue was solved the second time without asking for ID, or even needing the account holder because it was literally something that had gotten accidentally turned off in my settings. The second gentleman was ready willing and able to help with the problem to see if it was an easy fix without needing the card holder. He was great! I was super upset that the first time I came in the employee was really just trying to find an excuse to get me out of his face because he didn't want to help me in the first place. The same gentleman was hanging out in the back avoiding customers at all cost the second time I came in too. When you drop $400 a month for service it's really frustrating not to be treated better. To be honest I was also looking to purchase some new earbuds at the store too but I definitely changed my mind after that experience.
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October 2024 by Andy Ford (Junko-)
1 star. If I could give it less I 100% would. Your staff is highly unprofessional, makes you jump through a bunch of hoops to do something that should be very simple, and throws you out if you're ever so slightly mean to them. I went to pick up an order for my roommate and got thrown out because I scoffed when I was very clearly lied to by your associates. I should've done way more. Absolutely disgraceful, this experience has ensured I'll never use Verizon again as long as I live.
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July 2024 by Colin W
I visited this store on 7/7 to fix a mistake the store made when I had first bought my phone. They wanted me to trade my phone in for an identical phone and that would fix an error in their inventory. I have visited the store twice now, and I was told if I want my phone to have a screen protector, which my original phone has before trade-in, I would need to make a third trip to the store.
Overall the customer service I received was sketchy. The store does not seem to care about protecting customers' personal data. During the trade in, my customer service representative had taken my phone and tilted it away from me so I couldn't see what he was doing. He hid his hands behind a small kiosk on the table as if to further hide my phone. This went on for a few minutes while he was scrolling, typing, and I'm not sure what else. He then had me say my phone's PIN number out loud, so he could type it into my new phone, not me. After that, there was another instance of hide the phone. When the trade-in came to an end, I had to insist that my old phone be factory reset. It seems like this store has no protocol to protect customers' personal data. Today 7/8 I am receiving notifications that someone is trying to access my account. Sketchy people work here.
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June 2024 by Brad Clemmons
Told couldn’t help us because they close in 20 minutes very poor customer service
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June 2024 by Matt Miller
I had a LOT of trouble setting up my new IPhone so I brought it in-store to get some help. Ebony was the one who assisted me and she was spectacular. She was very kind & helpful and she was extremely patient. She honestly made the experience 100x better as I was there for over 2 hours.
Verizon~ if you see this, she 100% deserves a raise!! We need more people like Ebony!
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June 2024 by Jenny Bryant
Stopped in to buy an upgrade prepaid phone and was told by the lady(Not her fault at all) that the only way she was Allowed to sell me a phone was if I paid for the phone(Given) a $40 activation fee(To activate the new phone, understandable.) and $35 fee for my first month service(On an active account? Why?) An account that is already active shouldn't have to pay a first month service fee. I just paid for my monthly service. I don't understand why I have to pay more monthly service fees to upgrade. I need a landline.
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March 2024 by Kristen Kelley
Ebony is a genuine person there to help and help find your best options for you and/or you family♥️??????
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February 2024 by Dale Hurst
Got a new phone and picked it up at store..so very easy and simple
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January 2024 by Cassie Ayers
Got all my needs met, had a very knowledgeable customer service gentleman. Seen in a timely manner and out by time needed.
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January 2024 by Lori Zunich
We made an appointment. We arrived a few minutes early. The gentleman checked us in and I got a text saying we were next. We saw many people come in and be waited on in the 30 minutes we waited. When I approached the gentleman to ask our status he was rude and short with me. When we eventually saw a representative, he was rude as well. So we walked out without a phone. We didn't go to the South Neil store because when we called them they were also rude. Want EXCELLENT service?? Go see Austin in Urbana. HE is a wonderful human!!
