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March 2024 by Meredith H.
The customer service at this location is horrible. I have been without a working iPhone for 4 days, and thanks to the poor service at this location I will not be receiving my warranty replacement for another 3 days. We have made three visits in four days to this location to check on the status of the order, With the exception of one person that tried to be helpful on our second visit to the store, there was very little concern on anyone's part. This morning my husband and I were treated curtly and without compassion for the situation. Verizon corporate, this store is obviously not managed well, but your warranty replacement process is also very broken.
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February 2024 by Amanda M.
Do not go to this store, and @Verizon - seriously consider restaffing. I've gone to this store multiple times (a dozen?) and the one inside Eastview mall. Not once have I ever had a good experience at a Verizon store. Only recently have I had 1/9 people I've talked to on the Verizon customer care/support be helpful at all, and he is the only reason I haven't switched carriers because he offered solutions, not excuses. The manager at this store wants to get you out of the store as fast as possible, tells you to call customer care, (I heard him say this to three other customers outside of myself). You have gone into the physical store...for help...to spend your money...at a mulit-billion dollar company... and they tell you to call customer care? Instead of helping you themselves or calling with you in store to actually solutions to issues, caused by their company. Was told by staff here that my trade in was worth $300 less than I was told on the phone, no explanation ever provided. When I told someone my issue they said "Oh love that for you." Sorry what? Felt like every customer was "bothering" them by being their trying to get help or spend money in the store...despite it being mostly empty. Seriously almost dropped 5 lines from Verizon after 20+ years of being with them out of pure hastle of having to switch and wanting to keep our numbers etc. The person on the phone I spoke to (after hours) explained what he would have done in store if presented with this information and had it solved in minutes after speaking. So they CAN help you, they just don't want to.
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December 2023 by Paula W.
I expect a phone call from whomever is appropriate to discuss this egregiously inappropriate interaction. Short of that action I will be sending a certified correspondence to Corporate. Thank you.
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June 2023 by Normie1948 N.
Do not waste your time going to this store, they are not good at customer service, really don't care if you buy a phone or not. Go to the store across the street at Eastview Mall.
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May 2023 by Sarah H.
***LONG REVIEW*** When I first got there, the salesman and manager were wonderful. Very helpful. I went in because my phone was having SIM card issues (this happens often and is just another reason I cannot understand how Verizon is charging SO much money a month with both crappy service lately and malfunctions). They were able to fix that. I was then told my bill could be less if I bought a new Apple Watch. The manager spent time going over this with me, because it simply did not make sense to me and I should have trusted my gut. I had it all in writing what my new bill was going to be. Fast forward, my bill was hundreds of dollars more because I not only had one new line added (which he told me I would get because of the watch and that the first month would be more for activation purposes, but I looked again and it was still more) but two more added. How did this happen? I have no idea and apparently no one else knows either. I called Verizon customer service and they fixed it. She then told me Apple Watches do not count as a line and so my bill would still go up. I went back to the store to return it and I was told I needed to actually PAY to return it. The manager I spoke with told me the man I worked with would be give me a call the next day when he came back into the office to go over all of this. Never called back. Went back there and he told me he would get back to me about what he finds out within a few days. That was two weeks ago and haven't heard anything. Terrible experience there.
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January 2023 by Marylou B.
I purchased two phones a week ago on Sunday, Jan. 22. Not being very well versed in all these new technologies, I listened to the sales talk which was high speed and all the stuff the associate said I had to purchase in the package. I listened to him tell me this would save money on my next bill. I listened to him say he would walk me through the sign up process for auto pay which would save me money. I asked for a receipt for the $400 plus I spent and he said he would e-mail it to me if I would provide my address. I did. Never received my receipt. The two phones I bought I requested be assigned my old phone numbers. They never were. The new phones had entirely different numbers assigned. I was told I had to get watches that would have their own phone numbers and if I didn't want them I could cancel at a later date. On Monday it took me over three hours, various help lines and an understanding Verizon tech in Georgia to cancel the two new phone numbers and assign the old numbers to my new phones. It took a woman in an unknown location to cancel out the watch numbers. I was told my monthly bill was reading six devices on my account. My bill would be about 475. a month. I was previously paying 95. for two phones. I'm still trying to get my bill straightened out, four devices cancelled off the bill and a receipt for my purchases. The Victor, NY Square store is fine hawking and selling all their devices and accompanying electronics but they offer no telephone number to call with a question or problem. It's positively the worst shopping experience and worst service I have ever experienced in 70 years of living.
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January 2023 by Michael S.
It's a shame you can't rate less than 1 star because this store doesn't even deserve the 1. I have 5 lines with Verizon and every time I need to upgrade one of them, I absolutely dread going in. I went in couple of months ago to upgrade one of my lines and was told the wait was 45 minutes. Fine, I waited...and waited...and waited and hour and a half before it was my turn. They had one employee working and the "manager" handling the floor (often times just standing there waiting for someone to come in). Anyway, after a long and frustrating wait, we got the phone and left. Well, I just had to go back because my other son needed an upgrade. Once we got help (which actually wasn't too long of a wait), the sales lady seemed annoyed with every question I asked. She gave me my options (in a very deceiving way not showing taxes on what the new monthly bill would be and comparing to my existing bill with the taxes included). My son and I took a few minutes to talk about the decision between the iPhone 13 and 14+ but we were quickly interrupted by the manager, who asked us with a lot of attitude if we're going to buy something because he has other customers waiting to. We decided on the 13 because it was half the cost (or so we thought) and chose not to get any of the "promotional" add-one like the watch or iPad. I told the sales rep we'd just take the 13. She went to the back followed by her manager. They came out after 15 seconds saying they don't have that in stock. At this point I left, and we decided to go to the store inside the mall. Turns out they misquoted the price and instead of owning it just told us they didn't have it. By the way, I called the store later that day and they said they did have them in stock. I guess if you're not producing a big enough sale for them, it isn't worth their time. I will never be back to this store again and I'm seriously considering switching service providers. These people have consistently proven to be the worst customer service associates I've ever seen. One would expect to be treated significantly better considering you're paying the company that writes their paychecks thousands of dollars per year...but no. Just to update, I immediately went to link after they responded and submitted my information. Guess what, no response after that. Apparently they just want to make it seem like they want to help. Oh well, I was hopeful they actually wanted to try and make it right.
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December 2022 by Karen Brown
Terrible experience with the manager who works days in Victor, NY on 12/10/22. Incredibly rude and would not help my son who was with his aide and trying to get his new phone activated. We are new customers to Verizon as we just switched over and he needed help. Manager was overwhelmed and said they only had time to help current customers. My son’s home care aide still tried to ask for help and he said she was interrupting and proceeded to kick them out of the store. Will likely cancel our entire order/new service.
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December 2022 by Bee Sherm
Jonathan is awesome at this location. If you know what you want done, Jonathan will get you in and out. Expect a reasonable wait time. Shout out and thank you, the employees make the company.
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November 2022 by Blue Butterfly
I miss Leigh and some of the other great female representatives that used to be here. The guys that work here now are so rude. The customers are all angry everywhere you look. All the male sales reps seem chauvinist and full of themselves. I’m so close to switching, after 21 years a customer.
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November 2022 by Kendall Rice
Worst Verizon store in rochester. Literally all of the stores in syracuse are better than this place. They workers are all rude, angry, men that seem appalled at the idea of actually helping anyone. They’re even rude to each other. I don’t understand what is going on with the management at that store but I came in a few years ago and there were a few women working there and had a completely different experience. I will never come back to this store after what I witnessed today.
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November 2022 by Jeffrey E.
The people at this store are rude and arrogant. They don't treat customers with any compassion or appreciation. I spend $400 a month on Verizon services and they treat me like I'm an annoyance and they are doing me a favor by allowing them to help me. I will never set foot in this store again. I will find a new cell service supplier ASAP.
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September 2022 by Bill Ertle
Drove 30 mins. to activate my phone and claimed the blue tooth was down and could not help me wanted to do a pre-paid account claimed did not know how I did not have data on old phone and said needed apt. no one was in store???
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August 2022 by Cindy Zauski
Gary (Victor,NY store) was extremely helpful. He was able to set up my phone that I purchased on line. He stayed after store closing to complete the process! He continued to update me on the progress/time. I observed the staff interactions with several customers- all extremely positive! It was wonderful to see such great customer service across the board!!!!
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August 2022 by Mar S
We received amazing service from Thomas at the Victor store. Even when I messed something up, he was patient and professional and left us feeling like we couldn't have received better guidance and service. A big thank you to Thomas for his help!