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January 2024 by Peaceful Heart
The worst network. Paying almost 50 bucks / month and never get internet coverage even in downtown hilo. I found better internet coverage in 3rd world country. Verizon SUCKS!!
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January 2024 by Sarah Rosetta
Have had multiple issues with representatives in store in terms of transparency and what seems to me, from what I understand to be a sales move that benefits them more than the consumer. Fortunately, the customer service representatives help fix things after the fact but that has taken multiple calls with various service representatives, but that is an inconvenience to the customer and also the multiple drives over to their store to attempt to fix the issue through them directly, only to have my trust let down multiple times and no real fixes or working with me and being surprised at my bill every time.This last time I trusted them again, my activation fee was lifted but that took a second drive in store after it was promised but not included on the bill, then my bill was as originally told… until, the 30-day cancellation period past and my bill jumped up and I had to call the customer service representatives to fix the plan and billing for me.The service representative literally cussed and said, “what the hell?!” When he first pulled up the bill. He was super understanding, listened fully and explained everything well and he also worked it out so I would be credited back money and so that my bill would change to what I was told it would be.He also advised no longer going to this store for assistance and mentioned what they did seemed to be a strange way to handle my situation and like a “sales move”.
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January 2024 by Staybythetrees
Tori was great. set up a whole new phone plan + new phone in less than an hour. Very knowledgeable about the phone plans, phones themselves and great customer service. Thank you!
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January 2024 by D C
Try calling to speak to a human!!!!! Good Luck!
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November 2023 by Mark Mitchell
Bought a new phone at Verizon... customer service rep Joann told me me everything was transferred... LOST THREE/FOUR YEARS OF PHOTOSReturned later and was told it was my fault for not checking... that's right??? I didn't check my 3 thousand photos... why, because someone told me it transferred... I did check, come to think of it... but I didn't look back three yearsDon't use Joanne to make a purchase or transfer your photos... TRANSFER ANYTHING!Joanne could have cared less... she didn't say sorry or even attempt to have sympathy... photos of my children?She blamed me... " did you check?" Yes... but it's your job.."It was your job Joanne!!!!"... write her up.. incompetent..... thanks for losing 3 years of memories...
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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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October 2023 by Jeff Claycombe
Shiloh was likely the most helpful and knowledgable customer service agent I've ever worked with. Fast, great advice, and good personality. 10/10
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September 2023 by Gwynne Long
I went in because my SIM card stopped working and Joanne was super helpful. I swear she could do ASMR she’s so calm and easy to talk to
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September 2023 by D L
Hard to understand why this store does not have a direct local number to call. It is impossible to speak with a real human in the store.
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July 2023 by Peter
Mentioned my name Peter hickman advised me to come check u guys out for deals on phone plans ? they are very helpful when help when it comes to phone
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July 2023 by Tiffany Saskiai
Customer service is absolutely terrible here. Clearly, nothing changes here.
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May 2023 by John Pimentel
THE MANAGER "Glen" doesn't smile or show any type of respectful customer service. We went in and explain to hin kindly about an order and yet demands a rude response to me and my mom. I kindly told him we were there to pick up an order my brother in law for a Mothers Day Gift. We didn't get the order inside the pick-up box and yet demands to ID us and tells me that i dont have authorization to my brother in law account except for my mom which is ridiculous because he told me to retrieve the phone. So we couldnt find the phone until someone left it in the back. I am a long time Verizon Customer since 2019. I also ask kindly if there was any service issues going on with the network and all he told me was fiber optics that Hawaiian Tel were disrupting, i told him my service was very poor and sometimes when i go to certain areas my phone doesnt catch service. I told him kindly that i had my Sim Card was switch 2x and he didnt seem to care or offer a solution. I wanted to keep my phone and upgrade with a solution but he never really cared and thought it was funny to not help his customers. I am disappointed and upset that Verizon Hilo isnt the same as how it was in the past. If you ever visit this store DO NOT let Glen check you in. He has a disrespectful attitude towards his customers especially when you explain to him kindly yet he has no proper customer service support.
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March 2023 by Robert McKnight
THE MANAGER "Glen" and their Employee "Tori" refused to help me with the purchase of a new phone even after I provided proper ID to them and after knowing that I bought items from their store with my same ID 2 months prior. The funny thing is that "Glen" was the one that accepted my ID when I bought these items and helped with the transaction. I still have my receipt to prove this. I am a long time Verizon Customer since 2009. If you ever visit this store DO NOT let Glen check you in. He has a very intimidating attitude towards his employees and his customers.
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March 2023 by 5 Whiskers Gaming
Staff were friendly and promptly helped me with any questions I had.
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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
