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February 2024 by Joey Vanek
Slowest service I have ever seen
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February 2024 by Jack Flash
5 employees in the store, 1 with a customer, 4 on their phones texting/internet. No wonder they don't answer the phone....
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February 2024 by Michelle K.
Honestly, I would give the Russell Cellular in Fair Oaks Mall (VA) zero (or negative stars) if I could. Absolutely horrible experience here tonight! Basically, the employees closed the store an hour early WITH NO NOTICE ON THE ANSWERING MACHINE OR ON THE WEBSITE to watch the Superbowl. Yes, when I tapped on the window to get the attention of one of the four employees sitting at a table in the lit store in view of anybody passing by, that's what one of the employees told me. So after wasting my gas to make an hour round trip for my new phone, I left without it. I simply do not wish to return to this location. I already wasted an hour round trip to get out here and return home without my new phone. And I wasted the gas to get out here. I realize that customer service is a lost art, but this is absolutely rediculous. The sad part is I chose to do business with this location becuase it stayed open later on Sundays and becuase I had good experiences at this location (when it was a real Verizon store). I will be calling Verizon Customer Service to see if I can cancel my business with this location entirely.
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February 2024 by TDA
Long wait to be told that they could not help. Turns out Verizon offloaded the store to a franchisee. Franchisee cannot perform many functions. Suggestion: Put up a "what we no longer do at this location" sign, so no one - not customers and not staff - waste time.
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February 2024 by Ryan Opsitos
Waiting in line for an hour is not a good customer experience.
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February 2024 by Enedino Hernandez
I appreciate Luis's exceptional customer service. Luis's patience and attention to detail made my experience smooth and efficient. He was very knowledgeable about all the new Apple products, which helped me choose the right products for me. Five stars for his outstanding support!
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February 2024 by Brad Thurau
are your sunday hours correct on Google Maps? no one is answering the phone so i have no idea. The automated system keeps hanging up on me.
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February 2024 by fatima bustos
Amazing service! Leslie helped me very much with a new phone and fixing an issue with another phone that wasn’t even present! Very sweet and helpful. Thank you again! Go to Leslie!
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January 2024 by Chip W.
Limited availability of stores. Store at the intersection of Wellington & Liberia is closed, but signage is still up! On the whole, the service is good, but not unique.
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January 2024 by RJ Y
Got the run around from multiple employees about returning a device. People don't know how to do their job or are trained properly.
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December 2023 by Dilip J.
I waited for 45 minutes just to do an equipment return. Pathetic service. Reps were taking their own time working slowwwwwly without ANY regards to people waiting. Even when waiting for the cell phone activation they just waited instead of handling other 8-10 waiting customers in parallel. I am glad I am done with it.
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December 2023 by Hernandes M.
Super slow and even if you are trying to do something super quick like pick up a router that you already have an order number for, you have to wait in a long line. They don't try to help you
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December 2023 by Jennifer Smith
I went to my local store in Reston, VA to pick up a universal remote and was told they were only available at Fair Oaks Mall and could have one mailed to me or pick it up. Regardless of the distance I deceived to pick one up the next day. No charge.....thank you Verizon! I asked the young lady how to activate it.She had to ask a co-worker....no problem. According to his instructions it would be an easy process. I then informed her that I had googled a resolution to brighten another T.V, however when going to settings, there was no display option, so I clicked on all options but did not find a way to brighten the picture. Again she stated she did not know and they don't handle those type of problems. No problem...."can you guide me in the right direction so this can be resolved....can you ask a co-worker?" At that point the eye rolling started. I said to myself " I am not going to respond in a negative manner. Both of us are responsible for treating each other with respect. I said to her" I want to let you know I am disappointed in the service received because you are in a customer service position and I need assistance. The fact that you just rolled your eyes tells me you are not willing to assist me any further so I thank you for providing me with a new remote , wish you a good day and I a leaving." When arriving at home I tried to active my remote and it did not work so I guess I have to call Geek Squad
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December 2023 by Brian Edwards
The staff was helpful, so I will not give this store a one-star review as my complaint is somewhat outside their control, but I think people should beware that this is not a corporate Verizon store - something that is not immediately obvious unless you specifically filter results from Verizon’s own store locator tool. And to be fair, this maleficence is effectively enabled by Verizon itself, so they deserve at least as much ire. Unfortunately, I learned this the hard way when I was charged additional fees, which I believed to be Verizon’s standard new device fee, until I saw that fee on my phone bill a month later and then learned that there are 3rd party Verizon retailers that apparently can have additional fee regimes.
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December 2023 by Marcus J.
This is a review of how well the employees handled customers, not how good the corporation itself is in designing its user experience. The Verizon store I went to locally told me I couldn't return my gear there. An employee almost immediately came to me and informed me of this, and how to ship it, so I didn't waste too much of my time. I went to the Fair Oaks mall Verizon store and waited in line. Manager checked what people were there for while in line. Line moved fast enough even on Black Friday. My only critique: while they talked to people in line, they didn't give the customers clear cues when to come to the table, was a bit awkward.
