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October 2024 by Jacob Earp
I stopped in today for the second time with a for help with a phone that I’m having issues with. The first time I was handed a card and told to take my phone to unreal I fix. There needed to be further instructions with that as Verizon is supposed to make this appointment so I needed up going through the Verizon store in Frederick which has great customer service. Today I walk in to this store to get a SIM card replaced. As I walk through the door I am asked “what brings me in today” and I responded. Immediately when I responded I was told “I can’t help you for a few hours because I am dealing with something major that is about to come in”. Mind you I am the only customer in the store. The first visit I can deal with but this second visit is unacceptable customer service.
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September 2024 by Pat Hamilton
This is a Russell Verizon and the service is terrific. Clay, Seth and Adam are excellent at problem solving and getting your phone working fast. Love this place.
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November 2023 by HANNAH ROMSTADT
We stopped by a handful of times in the last 2 weeks during what are posted as business hours and the store is always closed, door locked and "open" sign not on. We even looked on Google to confirm hours. Very disappointing as we want to do business here because of the convenience but are going to end up going to Frederick because the store is never open. UPS delivery signs posted on the front door also indicate the delivery services can't get a hold of anyone eitherUpdate: while the business owner was quick to respond to this review, it clearly fell on deaf ears and there was no sense to take action. We sopped by again today, just now at 5 pm, says they are open until 7 and the store is closed. This is ridiculous. I'm not even convinced this store is even in operation and have literally no clue how they have higher than a 1 star rating. Three weeks now.. never going back.
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November 2023 by Deborah
Stellar service from Shawn! After verizon’s online tech guy disconnected my phone and changed its settings, Shawn unraveled the mess and got it working again. Patient and easy going, Shawn was willing to put in the extra time to fix it. We will buy our next phones from this store as long as they continue to employ such great staff!
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November 2023 by Sweet Wolf
A person can not buy any items, unless you give them your cell number. I told them I can pay with cash, I didn't feel comfortable giving out my personal number. The gentleman at the counter said, that was the only way to buy anything in the store. If that how they deal with consumer at Verizon , they lost my business.
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June 2023 by Eric Gaiser
This location, being very close to home, is convenient. Shawn was attentive and even stayed late to help my daughter upgrade her phone. Overall customer service was 5/5. My only issue is that there was an additional service fee for paying off my daughters phone without telling me (I could have just as easily paid it off myself on my Verizon app) and there was a $35 service fee for processing the upgrade at this store instead of going into a Verizon store. I believe that omitting this information is misleading and should be made clear at the beginning. I was happy with the customer service and would have still stayed to avoid driving into Frederick, but feel lied to by omission. The other issue was that I was told that I qualified for a $440 trade in deal, but then when we were finalizing the details I was told the old phone was only worth $220 trade in. Again it’s misleading to state a number and then give a lesser number. I lucked out and the phone ended up trading in for more as we were processing the paperwork, but again communication should be clear. Still a nice, convenient location and they stayed late to make sure we were good to go.
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May 2023 by david diatz
my wife gets off work at 5 and we worried the store at 5:10. the person on duty basically wouldn't help her because they close at 6 pm. this in turn left us no choice but to order the phone we desperately needed online and when we did that there was a shipping issue delaying things an additional few days. if your not gonna help customers after 5 then the hours of operation shouldn't be listed until 6. as soon as I'm out of contract I'll drop verizon after that experience.I’d like to add after this experience we went in to get another phone issue resolved to have a sales person lie and scam us into getting a new phone. now Verizon’s trying to charge us an outrageous fee for a phone that the in store sales person told us we owned and had no balance. We are now dealing with insane costs to get this resolved but don’t worry I’m sure that sales person got his commission. What they do in this store is criminal.
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February 2023 by Debbie
Stellar service from Shawn! After verizon’s online tech guy disconnected my phone and changed its settings, Shawn unraveled the mess and got it working again. Patient and easy going, Shawn was willing to put in the extra time to fix it. We will buy our next phones from this store as long as they continue to employ such great staff!
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November 2022 by S Cangemi
Excellent service!
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November 2022 by Bambi Prigel
Very knowledgeable, patient, thorough in explaining new device and a very pleasant experience.
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July 2022 by Ryan Moore
Employees was more interested on his conference call than the customer. Claimed he couldnt access the system to add a line on a byob. Bought sim and did it myself. The store smelled like a wet dog was living there and worse it was an absolutely Filthy location.
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December 2021 by Christi Roberts
Will assisted both my husband and myself with top notch customer service. He was very polite, helpful and pleasant. If we have any other cellular needs, we will surely come back.
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December 2021 by Linda Truax
Shawn was extremely helpful. No pressure to buy or try to sell you more than you needed. I will go here again.
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November 2021 by Ken Lockridge
Sean gave us exactly what we needed, which is the DuraForce Pro2 with Sapphire Shield by Kyocera. heat/temperature extreme durable, and large, bright display for improved readability. It's "military rated." Sean's friendly professionalism and customer service skills were the best! Thank you!
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November 2021 by David Huffer
Super service and very professional
