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September 2023 by Dan
I can't express how disappointed and frustrated I am with the service I received with the Verizon store at Pheasant Lane Mall. My recent visit was a complete nightmare. I came in with a straightforward request: to add a line for my brother-in-law, who was bringing his own device. What should have been a simple task turned into a mind-boggling ordeal.The employee, Mark Toronto, provided a level of customer service that I can only describe as atrocious. First, he charged us $40 for a supposedly activated SIM card. However, when we got home and attempted to use the SIM card, we were met with utter disappointment—it didn't even have a functioning phone number attached to it!Frustrated, my brother-in-law had to make a return trip to the store, where, unbelievably, Mark charged us another $40. And what did we get for our money this time? Yet another unnecessary line added to our plan, bringing our total to two additional lines when we only needed one. It's as if Mark was intentionally trying to make our experience as unpleasant as possible.This level of incompetence and lack of accountability is simply unacceptable. I've been a loyal Verizon customer for 12 years and have always had positive experiences until now. I sincerely hope that the store management takes immediate action to rectify this situation and ensures that no other customer has to endure such a frustrating ordeal.
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September 2023 by Vaishali Hegde
Great customer service. Mark was super helpful. We traded in and upgraded 2 phones which Apple Store down the aisle denied to do it. He even optimized our bill.
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September 2023 by Kate Hill
Five + stars for Mark. He goes above and beyond. He definitely hooked us up with all the deals and setting up a new line. He was so knowledgeable and got it all done super quick too. We literally spent all day at Apple prior, trying to work out an issue that he knew how to handle in minutes. Promote him, he should be running the store.
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September 2023 by Chris Stepper
Had a dope experience at this store!! Joey is the man and took care of me when my phone quit on me unexpectedly. He made the whole process smooth and got me in out with a new phone and watch quickly. Anyone coming to Verizon at the pheasant lane mall go hit this guy up for your new phone.
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August 2023 by Quanger1
Don't go to anyone else except for my man Cruz. He will help you with the best customer service you will ever receive in the phone world. He helped me with updating my plan and saving me money, then I had an issue and without hesitation He solved that issue and I was in and out faster than the traffic on the highway. If you want the best experience and get the best services . Go see Cruz!
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August 2023 by Ali Rose
After dealing with a full day of phonecalls and other Verizon store/Apple store visits, I stopped by store #977 at the Pheasant Lane mall to try to upgrade my daughter's phone as well as mine. We had nothing but issues until we came to this store. Sarah was AMAZING!!!! Not only did she calmly take care of things, she was knowledgeable and super sweet!!!! She literally was like a super hero saving the day!!!! Thank you Sarah and to everyone else at this store!!!!
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August 2023 by Sammi Rose
I had been DREADING to switch my phone plan, but once my Fiancé and I met with Cruz I couldn’t believe how easy he made everything. He was so nice + helpful and clearly he knows what he’s doing because I’ve been through this process a ton and no one has ever made it this great! GO SEE HIM!
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July 2023 by Google user
After dealing with a full day of phonecalls and other Verizon store/Apple store visits, I stopped by store #977 at the Pheasant Lane mall to try to upgrade my daughter's phone as well as mine. We had nothing but issues until we came to this store. Sarah was AMAZING!!!! Not only did she calmly take care of things, she was knowledgeable and super sweet!!!! She literally was like a super hero saving the day!!!! Thank you Sarah and to everyone else at this store!!!!
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July 2023 by Kristina Lazaris
I called the store on Tuesday about a phone issue I was having and spoke to Joel, he was super helpful and was able to get me in later that evening to figure out the problem and ultimately get me a new phone. I picked my phone up today and worked with Sarah and she is absolutely phenomenal. She got my phone up and running and then when I was having issues later, she helped try to troubleshoot virtually. I went back into the store later and she helped me. She is so sweet and very knowledgeable. I am super grateful for her time and attention.
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July 2023 by Melissa Kubick
Wonderful experience with Sarah. She was very efficient at getting my daughter’s broken phone updated with new upgrade. There was technical issues with Verizon support, which she was very patient and positive. Will definitely recommend this store. Thanks Sarah!!!! ☺️☺️
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April 2023 by Colin McElaney
They have several aggressive sales tactics that could make you extremely uncomfortable. Be careful what you say when you first arrive because they’ll start to make assumptions and pressure you into decisions very abruptly. When it comes to numbers, they approximate the costs of your deal, are unwilling to show you how your bill is affected, and withhold other important information that you might find useful in making a proper decision. They will not willingly tell you about the terms of your new agreements or costs of accessories, and they will add items to your plan and bill without permission. I wish they offered to show me an itemized list of what my new monthly bill would look like before we moved forward with anything. I wasn’t even asked which color or storage option I preferred before they placed a phone in front of me and assumed it would be my new device. They automatically started a data transfer without telling me they charge for it. That transfer took over 6 hours. They applied a screen protector to the new device without telling me the price. I asked them to remove it. The strange part is that despite all of this, I still got a deal on the phone upgrade that I originally planned on getting, so there was absolutely no need to be overly coercive, and create this bizarre customers experience.
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March 2023 by Hilary Curtis
Went in to upgrade older phone, and was told by Rep. Joey that I was elgible for a free iphone watch with the upgrade. I asked was it truly Free, not a penny out of pocket and no strings attached, and he confirmed it was completely free. In fact, he charged $320 for the watch and signed me up for a $64 a month additional line. All of this was refunded to me by Verizon because I was completely mis-led. Please go to an actual Verizon store, NOT Wireless Zone, especially at the Pheasant Lane Mall. The Manager would not take any responsibility for his employee's actions, and would not comment on how misleading he was. Buyer beware.
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March 2023 by Jennifer W
I was at the Verizon store last week and Joey ordered new phones for me. I went back today and he helped us with everything. Joey was the best customer service rep my husband and I have dealt with at Verizon. We have gone to the Webster Square location before, but they never really helped us. Joey explained everything and made us feel the most confident we have ever felt in a Verizon location. If I ever need something for my phone again, I hope I can deal with him. I would recommend him to anyone.
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March 2023 by Theo Tufts
My experience at the Berizon store I. The Pheasant Lane mall was outstanding. Sarah Tornstron was so extremely helpful with setting both my phone and watch. She answered all my questions with a smile and a lot of patience. Great customer service!!! Joey Cambell was also helpful I. His information with my smart watch. Great team I would recommend this store to anyone looking for exceptional customer service. Glad I came to this store!
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February 2023 by Lynn L'Heureux
I have been going here for about 3-4 years. It’s such a better experience that the Verizon stores. Mark and Sarah are just awesome and helped me get the best value on my trade in and saved me additional money on the new accessories I’d need to go with my new phone. When I needed to return my watch for another version not in floor stock, they had it shipped and it was on my wrist in two days. They’re available for whatever you need; the service is phenomenal. Skip the big box store and go see Mark and Sarah!
