Verizon provides mobile, 5G home internet, and business services through its stores and online platform. Customers can schedule in-store appointments, place online orders for in-store pickup with options like express lockers, or utilize free two-day and same-day delivery where available. Store experiences vary significantly. Many reviews highlight exceptionally positive in-store service, praising staff who are described as professional, knowledgeable, kind, patient, fun, efficient, friendly, thorough, and an asset. These employees are noted for providing great experiences, making upgrades painless, doing the "heavy lifting," listening to needs without needless upselling, and expertly resolving serious issues like hacking. They are credited with turning potentially stressful situations into the opposite. However, experiences with Verizon's customer service, particularly through its call center and online order fulfillment, receive strong criticism. One detailed account describes a "horrendous" and unacceptable process where an order was lost and a phone was misrouted across the country over eight days, destroying trust. This contrasts sharply with the praised in-store service. While the Verizon app is recommended for its good sound and call reliability, the company's remote customer service is deemed unacceptable and not recommended.
Thank you, Khalil, for a great experience at the Verizon store! I appreciate the professional help…knowledgeable, kind and fun! You are truly an asset to Verizon!
June 2024
Paloma was so very helpful when I came into the store today to upgrade my iPhone. She was patient, kind, and explained everything very well. I had gone into there thinking this would be a stressful experience, and it was the opposite!
January 2024
Had to close father's account. Very helpful in a caring way. Much appreciated!!.
