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January 2024 by JJ R.
I transferred my service to this provider several months ago for myself and my youngest son. Just recently he and I went to the store to add him as an authorized user on the account so that he could be responsible for his own service. In addition to that they put his phone number in my maiden name, which I haven't used in over 6 months. This is just another fail for Verizon. What kind of firewall do they actually have? I don't think this corporation has any responsibility for their services or my personal security or safety. This is the third time I've had to argue with this company. When I switched to them from Boost for new phones, I had no idea that my identity and personal security were actually at risk. When I opened the account I had just changed my name and they told me they couldn't use my new name, yadayadayada... I could fix it when I had the "proper" identification. Well I got them the proper identification and now they have changed my sons account to a person who no longer exists. This is a breach of contract and illegal in so many ways. Verizon is a bought company, idk who is doing this but it is not OK
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December 2023 by Douglas Mclemore
We were helped by Kayla with a number of issues. She was very patient and good at understanding our difficulties and we came away feeling helped. Thanks again Kayla.
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December 2023 by Alan Lerdo
Tons of help. Always have the accessories I need.
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November 2023 by Brianna L.
I went into this location recently because I iPhone charger was stolen so I needed to replace it I was then charged $50 for a box and cable and was then givin the wrong cable do I have to drive all the way back from Bremerton for them to then carge me an extra $5 up charge for the new cable safe to say I will not be going back to this store again.
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November 2023 by Noble L.
the customer service is trash. twice I've gone to this store with the plan to buy a new iPhon. both times now I've left to buy the iPhone from a different store. I don't know if these salesmen/saleswomen get paid on commotion but if they do they should fine a new perfection
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July 2023 by Cristal J.
Service is trash asf...would not recommend for anyone trying to be in and out. I went inside and the store smelled like piss.
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July 2023 by Audrey B.
I've had Verizon for some years now and am happy with it's service EXCEPT their off-shoot new addition called Vi'si'ble. After 2 1/2 days trying to retain my old cell number and many many chat people and winding up with no service since day one! their policy is in order to cancel it much fall within 24hrs. of start-up. I had NO service since day one to cancel until I finally went in person to Verizon and cancelled on day 3. The $30 was up front before "service" was completed. NO REFUNDS after 24hrs. of turning on the cell. Later, I realized the chats were for transferring from one cell to another new cell. I had only ONE cell phone and wanted my old number transferred to the new plan. New plan=NO SERVICE? Visible refused a refund. Period. Sneaky. BEWARE!
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July 2023 by C A.
Robbie made my experience top notch. Answered all of my questions patiently, and truly seemed to want to help. This kind of customer service is rare in my opinion, so a huge thanks is warranted. Made an educated decision that I left feeling really good about.
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May 2023 by Kevin R.
Poor service. Went back to Xfinity because they lied about the price and tried to sign me up for more than they told me over the phone to get me in there.
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January 2023 by Cindy L.
Went to the Verizon Retail at The Trails in Silverdale, Washington to purchase an Apple Watch. The wait was estimated to be over 2 hours but they have a great system of notifying when it is your turn. I was assigned Kevin and he was EXCELLENT! He was very informative and patient. He explained a new promotion they had that worked perfect for me and kept my costs minimal. Very satisfied with Kevin and his service of my needs.
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November 2022 by Rick L.
OK, I have a lot of problems with Verizon as a corporation. However I won't go into specifics here. What I will say is that the company continues to have among the best customer service agents out there. We had a problem with suddenly almost running out of our monthly data allotment because a family member wasn't aware that streaming video and audio apps are data hogs. After two straight months of this we decided it was time to look at other multiple line family plans. Now, I've got a college degree, I've got a background in computers and such. But after reading the descriptions of the different plans and costs the details get jumbled in the brain. When they say unlimited is it really unlimited? And we don't need the top plan padded with apps and services we'll never use. But these other plans don't seem right either. What to do, what to do? So I broke down and started an online chat with a Verizon agent. She was perky and friendly and professional--and stayed that way over what became a marathon 90 minute to two hour chat. She did a great job of explaining all the benefits of the plan she thought was best so that even I could understand it. The only moment of disagreement we had was when she changed our current phone insurance plan to a new, cheaper one without getting my authorization first. But she immediately said she could change it back right away so I allowed the change. By the end of the chat, she had shown me how the this new plan with features we'd use and will never use was only slighter more expensive than our old plan. We had been paying extra for add-ons that were now included in the new plan. And now we have plenty of unlimited talk, text and data! With rare exceptions, Verizon customer service phone and chat agents have been superb through the many years we've had our wireless service with them. It's one of the major reasons why we stay with the company. Well, also because they provide the strongest cellular signals in our area. I still don't care for Verizon as a corporate entity but as I always say, sometimes you have to dance with the devil.
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September 2022 by K C.
Went to the Verizon store at the trails this afternoon to ask why I should have to reapply for my veteran's discount. I mean once you have served, in the military you're always a military veteran. To me it's a Verizon scam to try and get veterans who do not jump thru the hoops to pay more. The customer service rep (haha) just got done turning an elderly woman that he could not help her with a billing question. He kept telling her to go online to deal with it. When I asked why he had to renew my military veteran status he said I needed to go online and sign into another app to fill in the form. No help at all. The next question I asked him was where is the T-Mobile office? After 20 years as a Verizon customer, I'm done! Went to the T-Mobile office and transferred my service for less money per month. The Trails Verizon office is the worst customer service I have ever dealt with. If I could give them a negative rating I most certainly would. To all Verizon customer, time to dump them!
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August 2022 by Navymom L.
I have been a Verizon customer for over 40 years. This is the worst store for customer service. There is always a wait; the check-in staff are consistently rude; there is no genuine concern about helping me to solve my problems. I have been here at times where staff with keys to open the doors have not shown up to work so we wait. I often go to the Olympia store which is a model store for professionalism and customer service. If you have nothing to do and want to sit around and wait, this is the place for customer no-service! Still waiting after an hour. One gum chewing lady is still with the same customer. The others are avoiding work.
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July 2022 by Lori G.
HORRIBLE, HORRIBLE, HORRIBLE customer service from HERMAN the Manager. After upgrading my phone at Costco I was sent there after trying to get a shipping label (Verizon is experiencing huge problems nationwide with upgrades) in order to send my phone in. He rudely told me I would have to wait 40-60 as they were busy. This was a less than 5 minute fix (Verizon's fault as it was their system that was screwed up). I told him I have been a loyal Verizon customer for over 15 years. He was rude, unwillingly to help and was clearly "busy" pealing a label off a phone...really? Since I had already spent several days trying to do the trade in online and with their chat line)I went back to Costco ( No help). After a four days of frustration I decided to return the phone as no upgrade is worth that kind of hassle, rudeness and horrible customer service. Shame on you Verizon for hiring a " manager' like Herman and dismissing a 15 year plus loyal customer!
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June 2022 by Judy L.
I would recommend Verizon but not this store. Lady at the store checking people in was very rude. I had told her I was there to pick up phones and have them help me transfer the information from my old phones to the new ones. She told me I could pick them up but they would not help me transfer the data from my old phones to my new phones I would have to make an appointment to have that done three days later. But before I could even make the appointment for someone in the door and she started talking to them before I could even get a word in edgewise about making an appointment. I asked her if I had bought the phones at the store that day which he make me wait three days to set up the phones she said no. So I asked her why I said if I buy the phones online from their store why can't I have the same courtesy. She said that's the way it is. I say great f***** customer service.
