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March 2025 by Rebah Sue
Looking to upgrade but wanted to force an streaming app to be added
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March 2025 by H S
Some of the rudest people that work there. Worst customer service. I'll never go back there.
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February 2025 by Zoey B
Horrible experience. Got helped by a man named “Norman” who proceeded to have absolutely no customer service skills and didn’t do his job properly at all. After almost cashing us out for the wrong phone, struggling to manage setting up the new one, and still having absolutely NO customer service skills whatsoever, here we are 2 weeks after a trade in being told we owe $500 because this idiot didn’t upgrade our lines like he was supposed to. Idk what he was even doing that took him so long if he didn’t even do that. Thank god for 24/7 customer service for actually knowing what they are doing and for completing the job this man failed to do in the first place. Would recommend just partnering with online customer service, 100% more helpful!
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February 2025 by Marge
Price increase coming, I spend time with a wonderful customer agent Kayla on phone (national support). Order and pay for upgrade phone to pick up in Henrietta. Arrive and "Norman" tells me how it can't be done unless the phone that is getting "upgraded" is with me. I was using it for another line. Not anything I was informed of when working with Kayla.
I leave the store and go to Tops plaza parking lot. I call customer service again. I work with Maria this time. IN 10 MINUTES the new phone is up and running without ANY impact to the other phone line. FROM A PARKING LOT ON MY PHONE NORMAN.
Just as the "they don't know what they are talking about" customer service rep told me it would work out.
Almost 30 year customer and it sure isn't the arrogant no nothing's in the store that keep me there.
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February 2025 by Louis DiCesare
Went to upgrade two phones on my plan. There was an issue with one of the phones registration information that they could not fix in the store. So they recommended I call 611 in the store and they resolved it. I waited for over two hours to have my upgrade get approved. They kept saying 10-15 minutes. After each 15 minute increment I politely asked has if it has been approved. They were annoyed with me. Most of the issue was with corporate. It was like they were reluctant to help me navigate the problem. When I finally spoke to a competent tech support person at home and shared my experience - they were embarrassed for Verizon. Imagine spending 4.5 hours at a Verizon Retail location on a Saturday, and having staff make you feel unwelcome. I will never go to this location again for anything to do with my cell plan. There are many other locations, please spend another 5 minutes driving to another location.
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January 2025 by george walters
I went there because my phone wouldn't charge the representative tried to to clear it for about 30 seconds. But was unsuccessful. But then he sent me on a goose chase to Best Buy to get port cleaner only to find out they don't sell them. The representative at Best Buy said I'm not the customer from Verizon that they did this to. Verizon needs to do their homework.
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December 2024 by Henry JM
Worst customer experience I've ever had the general manager was using vulgar language and the staff are rude
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December 2024 by Chris Wingate
Waited forever. Be sure to make an appointment.
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October 2024 by Kenton Latray
Devin and the business sales staff have cost me several hundred dollars in charges and offer no resolution. I’ve been with Verizon for 9 years as a retail customer and over a year as a bussiness customer.. I guess it’s time to give AT&T a try.
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October 2024 by Daryl Chesley
Tried to get a new screen protector. They told me I have to go through assurian. Nobody had an issue installing it when I bought my phone. I guess Amazon it is...
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September 2024 by David Mont
Went in here over a year ago and discussed setting up a new phone plan for myself and partner. Never went through with the deal or committed to anything and months later I have debt collectors harassing me for over a hundred dollars on behalf of Verizon
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August 2024 by John Doe
Went in today with a bunch of questions and only got roundabout answers. Wanted to upgrade my phone and was told it’s only for certain tier customers. They wouldn’t look up what tier we were on, so we left. They really didn’t want to do any actual work.
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August 2024 by Angie Peng
Giving them 1 star is too much. Don't trust Edwin or Ryan. If you're not spending thousands on a new phone or new line, no one wants to assist you. They have no training on how to handle various scenarios. They take your money. Refused a refund for a mistake they made. BUT I WAS ASKED TO CALL CUSTOMER SERVICE TO FIX THE SITUATION. This is suppose to be a corporate store- they allow staff members to mistreat customers in a condescending manner. They allow staff members to intimidate customers. They dont uphold thier own 30-day redund policy. THEY LIE! I'm not one to make a scene. So I took my belongings and walked out of this store TWO DAYS IN A ROW feeling defeated . I felt my consumer protection laws were violated by both these men. I will never step foot in this store again. I ENCOURAGE anyone who doesn't want to be taken advantage of to not go in this store. Please don't mistake my kindness for weakness. I will be writing and calling the to corporate, BBB. After 20+plus years with Verizon, it's time for me to find a new phone company.
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July 2024 by Victoria Mirra
Pretty disappointed with my experience yesterday. I’ve worked with Jonathan in the past and that experience was pleasant and smooth. However, yesterday, I worked with Sean. This was supposed to be a smooth transition of adding my brother to my phone plan. We ended up being at the store with Sean working on my brother's original phone for 3 hours. At one point, he seemed to be unsure of what he was doing and was pressing a bunch of buttons on my brothers original phone, turning it on and off, and at one point it stopped being able to turn on. Which, my brother had never had that issue with his original phone prior. Sean had run out of ideas on what to do next, and recommended we call the Apple Store for support as there was nothing else he could do. He then left working with my brother and I without saying anything else and began laughing and cracking jokes with a co worker. I’d like to add it was very uncomfortable and unprofessional that while Sean was working with us, another co worker came over to him with an IPad and was congratulating him for signing up two customers for something. It sounded very secretive, and was tried to be whispered in front of my brother and I. At the end of this, come to find out Sean factory reset my brothers original phone and the screen does not work anymore.
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June 2024 by Jodi Oriel
Navaid Khan is very knowledgeable and patient with customers. He was so helpful and explain details when I asked questions. I am always impressed with him when I visit this store.
