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January 2024 by Patrick Dumon
If I could give this location 0 stars I definitely would. The manager here is incredibly condescending and overall has a piss poor attitude. I came in to get a replacement for my screen protector. THAT I BOUGHT AT VERIZON. When I bought it I was told that I have a lifetime warranty, which I was already somewhat familiar with as I’ve had to use it in the past. I was never told that I would have to go online and pay to have my screen protector replaced. I’ve been able to go to Verizon locations in FL in the past have it replaced there. The manager not only initially tried telling me that I did not buy the screen protector from Verizon but also I’m in another state (like it should matter). The receipt for the purchase is on my account from 2 weeks ago showing I purchased it from Verizon in Colorado Springs, CO. He also ended up telling me “well you’re not in FL” like I’m unable to realize what state I am in. NEVER buy accessories that have any type of warranty from Verizon. You are better off going to BestBuy as they will actually get let you use the warranty with them as long as you set up an account with them. I also have a T-mobile account for work and whenever I need to replace my screen protector, I can walk in and the replace on the spot putting the new screen protector on for me. I have been with Verizon 10+ years and I have always had a pleasant experience which is why I’ve stuck with them. That is until today. This interaction I had today is making me strongly reconsider keeping my business with them. DO NOT BUY A SCREEN PROTECTOR HERE! The misleading information in “FREE” warrant replacements is a scam.It no wonder there are so many poor review that I’m seeing on here over the past year. If they really want to improve customer service here get different manager. Since he’s a “Marine Veteran” he should know that it all starts from the “top”. He’s a piss poor example for good customer service. Just to throw it out there I am also a Marine and have been in for over 12 years.
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January 2024 by apclif
Poor customer service
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January 2024 by Heres H.
We were extremely blessed with how helpful, kind, and knowledgeable the people were who helped us at this store. Steven was terrific with making sure things were correct, and had us come back to complete a rather difficult set up situation. Two of the managers we met during the two times we had to go in were just as kind and helpful to us, as well. We highly recommend these wonderful people to help you with your phone needs, too!
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January 2024 by Jason Krause
The 3 stars is an average of the store location (4 stars) and the corporate customer service (2 stars). I just wanted the entry level unlimited plan and a billing date on the first week of the month. I stopped by a few days ago (in the first week of the month) and the rep said they couldn’t guarantee a billing date but I could call corporate and change the date if I wanted to. When I called corporate it felt like too much of a hassle, so a couple days later I changed my service to a different provider, again. I don’t understand how Verizon does not have a standard billing date based on the day you sign up? How can that be so difficult? Like many other people on a budget, I feel it is important to have autopay set early in the month.
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January 2024 by Sara Schimmel
I will never be going back to this location. I bought an Xbox series 2 controller as a Christmas gift on Black Friday with a 50% off sale and picked it up via curbside pick up. Right out of the box after it was opened on Christmas one of the buttons didn’t work at all. I went in to the same location to do a straightforward warranty exchange to return the defective one and to get a new one. Had no idea this would be such an issue. They were able to pull up my purchase of $89.99 but when the representative scanned the new one to exchange it, it was scanning as $179.99 as the sale was over. I was essentially told they couldn’t honor the price that I paid and that there was no way for them to do a warranty without it wanting to charge me the $90 difference. The manager the representative asked didn’t even try to help. All she did was tell him to call customer service. He then called customer service and spent a very long time being placed on / off hold as the customer service person was trying to figure out a solution. After all the time we spent on the phone she got back on and basically said she wasn’t sure what to do, that she couldn’t find the promo, doesn’t know how I paid $89.99 and that there was nothing she could do either. It’s literally under my account purchases and I had the receipt pulled up on my phone. The representative that was helping me got off the phone with her and made a comment that “this is a waste of my time.” I am sooo sorry to be wasting HIS time when he’s on the clock working. What about my time though as a customer? It’s his job to deal with this since he works there, and it shouldn’t be made to be my job. Any other store would do a warranty exchange honoring the price that was paid, and if it was scanning differently the price should then be adjusted. Retail management common sense. Then he kept telling me things like “maybe you can handle it through the MyVerizon App” or “maybe you can register on Microsoft and they can deal with the warranty”. Why should I have to do any of that when it should be a seamless warranty exchange when I’m still in the holiday exchange period and I picked it up from the same location? I have even done online chats via Verizon customer service who have confirmed my invoice, price paid and that the store should have been able to take care of me. I spent 5 hours between physically being at the store and dealing with customer service over something that should have taken 5 minutes at most. Like I said I will never go back to this location for the lack of customer service, and I will never deal with the representative Osmar again as I apparently wasted his time. This whole ordeal even has me looking at switching to a new provider all together as this is beyond ridiculous. I also can’t wait to receive a copy and paste response from the owner like every other bad review has received instead of any kind of proper solution or attempt to make this situation right.
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January 2024 by Susan Stephens
Very long wait for any service. My agent was very helpful and knowledgeable regarding my new Galaxy S23 phone. A lot of agents available but it is also Very busy!
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December 2023 by LeAndre
Why are you still charging Service members when they brought orders in?Looking forward to leaving Verizon very soon for something better, more affordable, and doesn’t lie.
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December 2023 by Alexander A.
Bre is the essence of patience. Braden with wealth of info, expertise, and experience. Jeremiah with professionalism. Everyone from Cinema Verizon staff is nothing but amazing. They are a great reminder of what customer service is.The staff were extremely patient, courteous, and helpful. They answered all the questions and took the time to explain everything. The store is organized, clean, and they all took turns to attend to each customer that would come in. Made sure everyone was checked in and welcomed in a timely manner. Above and beyond service provided, thank you all!
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November 2023 by Austin M.
This location is awful. I went in the store to get a screen protector that was listed as 25% off on the Verizon app. They tried to charge me full price on the screen protector and told me they could not honor the discount reflected in the Verizon app. I asked why I could select store pick up for this location and pay the discounted price and get the exact same case from their stock in the same store but they couldn't just honor the discount and check me out as we were standing there. They had no explanation and said I should just order through the app. I continue to order through the app for this location store pick up, place the order, show them the confirmation in order in the Verizon app, and they say they have to wait for the order to come through before they can give me the case. It's been over an hour and they're just making me wait to get this screen protector. Have they been kind or considerate of my time and the dialogue this review would not be necessary, but the sales associate and presumably store manager (bald guy) were rude and offputting. I've been sitting in my car for an hour watching them walk around the store on their phones. Awesome job Verizon.
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November 2023 by Michelle C
If you would like to get scammed out of $1000, go here! Little guy with a buzz cut that squats against the wall because he has back issues is incredibly rude. He was snippy with an older gentleman the other day when I was there and he was snippy, again, with me today. My elderly parents live in a different state and I needed a trade in my old phone so they would get the credit on their account. The guy called me a fraud because my father put the wrong name in as an account manager. I told him I would just sign into my father's account and fix it since I help with all their accounts. I jokingly said "hack" because I was trying to make light of the situation (you know...old people and technology...it's funny). Mr. Serious Guy didn't think it was funny & refused to help me and said that he was labeling my account as fraud. Being accused of fraud as an innocent person was incredibly hurtful. I literally cried in my car in front of the store. I had to drive 30 minutes away to a Verizon store in Falcon, CO where I was FINALLY able to trade in my phone because there was a very nice, empathetic lady working there. The people that work at this corporate store on Cinema need training in sensitivity and they need to hire more empathetic people. What's really interesting to me is that this Verizon store didn't want to hold up their end of the trade-in deal. It's almost like they were being, dare I say, fraudulent...
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November 2023 by Nikki Gresh
Went in to pick up my new phone on a new plan with verizon, only ONE line. They had told me off the rip that they were having a promotion for a free phone if I wanted to add a line, to get a free phone for even a gift for someone. So I had agreed, and he checked us into the waiting line, which he told us we were third. We sat and waited, in which multiple people walking through the door without appointments were helped before us. After an hour and a half, we were helped by new staff since it had looked like the staff beforehand had gone to lunch, and we were met with an associate who knew nothing about what we were there for. Then we were informed that the free phone only kicks in at the 4th added line, which I told them from the beginning that it was going to be 2 lines total. We wouldn’t have waited the whole hour and a half, the first associate made it seem like the wait was going to be quick. They are telling people with 11 people in front of them that it will be only an hour and a half wait which is a complete joke. So I spent 2 hours of my Friday absolutely wasted, thanks Verizon on Cinema
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November 2023 by Tyler Lague
What's the point of booking an appointment if you still wait 30 minutes after the scheduled time? Also, their phone plans are easily beat by competitors. Military discount is a joke, only plans that are too expensive qualify for so called discounts. Shop around and see for yourself.
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October 2023 by IzMazix
Tami was awesome! I walked out with 2 new subscriptions, 2 new devices, insurance on 6 devices, and my bill was lowered by $10/month! Thanks Tami!!
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September 2023 by Kristie Schwartz
So disappointed in the customer service with this store. Placed an order online for pickup and never received the email or text that my order was ready. I tried calling the store, they don’t answer and main Verizon just told me it was pending. Called again next day, same thing. Then I received an email that my order was canceled because it was never picked up! So went to store and still not helpful. Tried to charge me more than what I was initially charged online. No help in resolving and matching the price. Terrible customer service here. I won’t go back there.
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August 2023 by Mike H
I was completely conned into believing that I was getting some great deal by trading in my phone for a new one. I got a pixel 7 pro for what I was told, and documented, was $300 and a pixel watch for free, basically! Nope! I paid full price for both! I dropped Verizon and told them to come get me for the costs!