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October 2023 by Cory J.
This is one of the most effecient verizon stores I've ever been too. Usually it takes forever to get a new phone set up but Hannah got everything activated quickly and had us out the door within 20 minutes.
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March 2023 by Jeff W.
This review is for the national 800 number, NOT the local store.I've had 2 interactions with Tracfone/Straight Talk/Verizon (all the same company) and neither were good. In fact, both were so dismal that I wish I could leave a NEGATIVE 5 star review, but unfortunately Yelp forces reviewers to give at least 1 positive star, so I guess Verizon gets a free rating boost that they don't even come close to deserving.First interaction was when I was trying to switch my mother's service from her old, locked Straight Talk phone to her new locked Straight Talk phone. So these phones are BOTH locked to Verizon's network, in other words they're THEIR PHONES. I had to call probably 2 dozen times over the course of a week, spending over 30 hours of my life on the phone with a small army of people I could barely understand, speaking to what seemed like a dozen or more supervisors, climbing the chain of command rung by rung, until they FINALLY figured out how to transfer service FROM THEIR PHONE TO THEIR PHONE. Yes, it took A WEEK, over 30 hours, and likely well over 25 people to finally figure out how to transfer service from one of THEIR OWN PHONES and put it on one of THEIR OWN PHONES.Now I'm trying to do the same thing with my locked Tracfone (same company, just a different name). I figured it was time for an upgrade rather than just fixing the phone (got an unlocked phone too). I'll tell ya, I'm about ready to upgrade to a different company. This time, I bought an UNLOCKED phone so I can take it to literally ANY company. I only got as far as giving the representatives the new phone's IMEI (like an ID number), mentioned that the old phone is a Motorola and so is the new one, and that the old phone is a locked Tracfone and the new phone is an unlocked phone. The INSTANT the words "unlocked phone" came out of my mouth, not one but TWO representatives said I needed to talk to a different department. I waited on hold for 45 minutes for the first rep, who mumbled her name. I asked her to repeat it and she mumbled it again. Every other word out of her mouth was clear as a bell, just not her name. Guess she didn't want to be identified. She said she had to transfer me to a different department, so I waited on hold for roughly 75 minutes the second time. The second rep, whose name was Jerry, went through the same song and dance as Mumble Lady and again the instant he heard "unlocked phone" he panicked and said he had to transfer me to ANOTHER department. I wasn't about to wait on hold for ANOTHER HOUR, so I admit I lost my temper and raised my voice, even cussed him out a bit. I think that's rather understandable however, given that I'd just waited on hold for 2 hours and was STILL not in the right department. His response? HE TALKED OVER ME, THEN HUNG UP ON ME. Not kidding, CLICK. I called back and asked for a supervisor right off the bat, telling the representative that she wasn't in trouble, but Jerry sure as hell was. I was told I would be transferred, but then got a message saying their office was closed.Called back my next day off and calmly explained the situation and why I was calling to a female rep, which is standard stuff so they know why you're calling. When I was about halfway done with my explanation she tried to interrupt me but I kept talking. Apparently she didn't like that, because she HUNG UP ON ME. I didn't cuss at her, didn't raise my voice, I just didn't let her interrupt me. I guess that's unacceptable at Verizon, the customer is always wrong and always has to let the rep talk.Asked to speak to a supervisor right off the bat on the next call, was told THEY'RE NOT ALLOWED TO TRANSFER YOU TO A SUPERVISOR. What?! A supervisor has more experience, knows more, and can take customer complaints (like hangups), which is why they're supervisors! I guess there's zero accountability at Verizon (probably zero supervisors too), which explains a thing or two.Finally decided to go with T-Mobile. Well
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October 2022 by Wendi L.
Great service. I went into the store to figure out which Android phone to get. I tried several phones' keypads, compared phone sizes and weights, then wandered over to the speakers. Yes, Verizon sells a few speakers and cell phone accessories - convenient if you want your questions answered quickly by someone knowledgeable. The guy who helped me was friendly and knew his stuff. Said he noticed I'd been there awhile so he wanted to make sure to help me if I was ready. Althiugh I didnt buy a phone because I'm not the account manager, i left with a terrific Bose speaker and phone charging pad, knowing which phone I would get later. Time well spent.
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August 2022 by Mel F.
Wonderful customer service by JoAnne AhSing! She was Very friendly and knowledgeable of Verizon Products and Plans. I needed to get my 86 years old Mom a simple phone as she only needs it for emergencies or when her landLine is not working. JoAnne was very understanding and didn't try to sell me anymore than what I needed for my Mom. She also got my Mom hooked up on my existing Verizon plan for just a little bit more per month. Big Mahalo to JoAnne !!!
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July 2022 by Kalena C.
This review is based on my first time visit to buy a new phone and change my carrier from Tracfone to Verizon. Tracfone is the worse carrier ever just look at their reviews. Gerry at Verizon helped me right away, walk in no appointment. He was the most patient person in trying to fix the issue with Tracfone making it so hard to transfer my phone number. He was so helpful and quick and just perfect. Got a great phone for my budget and the best service ever!!!!! Gerry is definitely a big asset to Verizon!!!!!
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May 2022 by R H.
If you want to meet an a****** please come here to meet the manager. Rude, unknowledgeable and arrogant are some good descriptors about him.
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March 2022 by Korey F.
Cell service reminds me of Boost Mobile prepaid in like 2008. Terrible, even when in town and showing full bars.
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September 2021 by Debear S.
This review applies more toward Verizon's business practice than its Hilo store (Hilo's staff is courteous). While they have no problem adding new lines and more expensive plans at the store, they can NOT cancel / discontinue an existing line for customer at the same store! Customer must call a 800 number, then wait (30 minutes in my case) and speak to an agent (another 10 minutes). At least at the end, the line was cancelled.
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August 2021 by Chris D.
I went in today to get a replacement for my phone. I dropped it several times . Shiloh helped me and he was giving me options. He also was telling me I should hold on on upgrading because the new iPhone is coming up. He tried his best to help but with the network being slow, he could only do so much. I would come back again.
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March 2021 by Jeff S.
Recently I went to Verizon to try to get a backup phone that I was trying to get into as my everyday phone was lost. All they were interested in was selling me a new phone. While I understand it's a corporate store...Disgraceful, ugly, greedy.
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March 2021 by Michael P.
Went in for a new phone. I go for their promo stated I will get the best newest iPhone and another free for adding a line. Guy gives me a lesser phone without telling me.
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July 2020 by Danni G.
I was a customer for almost 20 years. The service was as bad since the beginning as it was the day I terminated my contract. I still had auto pay and they charged me for a month I didn't use it. Think I'll get a refund?
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July 2020 by Mark R.
I had an appointment at 1pm. I showed up exactly at 1pm. There was a LONG line of walk-ins. After 3 walk-ins took priority over my appointment while I was standing in the hot HOT sun, I decided to go with T-Mobile.
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July 2020 by Tagi Q.
If I were you, I would choose Spectrum. I did after 2 years of Verizon's overpriced services and terrible customer service (at this store and with the company in general). They treat you as if you're privileged to use their services and then proceed to overcharge you for the experience.
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March 2020 by Marie R.
Terrible customer service! Their payment kiosk was down and I needed to make a cellphone payment. I asked one of the workers if he could take it. He said NO, he had an appointment showing up in 10 minutes. It doesn't take 10 minutes to process a cellphone payment. All the people working there seem to have an attitude. No bueno!!
