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January 2024 by Toni Levin
Longtime Verizon customer (i've paid my dues...) i spent half a day trying to get in touch with this particular store -- the closest of the Business customer stores. They do not have a direct phone number (???) and trying to make an appointment online proved to be one of Dante's Circles of Hell for me. i gave up and the next day went to the store itself, in a VERY BAD mood and i made sure everyone in the store knew it. Making this long story shorter, Gavin was my tech. He ignored my attitude (good call), acted very professionally and didn't disappear when something was downloading! the trip was a huge success, so, Thanks, Gavin!
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January 2024 by Mayela J
A Stellar Experience at Verizon Rockville, MD - Kudos to Luis and Joe!I recently had an outstanding experience at the Verizon store in Rockville, MD, and I couldn't be more impressed with the level of customer service I received. Today, I visited the store to upgrade to two new cell phones and transfer my numbers to Verizon. Despite encountering delays caused by my previous cell provider's slow release of my phone numbers, the exceptional service provided by Luis made the entire process smooth and stress-free.Luis exhibited remarkable patience and helpfulness throughout the ordeal, dedicating his time and expertise to ensure that my daughter and I left the store satisfied. The process, although time-consuming, was made enjoyable by Luis's positive attitude and unwavering commitment to customer satisfaction.During our approximately 3-hour wait, I jokingly suggested to the staff that they should consider offering complimentary chocolates to customers enduring the entire process. To my surprise, Joe, another team member, took this suggestion to heart and, within minutes, appeared with a bag of Lindt chocolates for both my daughter and me. What struck me most was Joe's genuine effort to go above and beyond in ensuring customer happiness.Not only did Joe provide us with delightful chocolates, but he also shared this small gesture of kindness with other clients in the store. The atmosphere instantly transformed, with smiles on people's faces and a palpable sense of happiness. It's evident that Joe understands the significance of customer satisfaction and is willing to go the extra mile to achieve it.I want to express my heartfelt gratitude to both Luis and Joe for their exceptional customer service, unwavering support, and extraordinary patience. Their actions have not only secured my loyalty as a Verizon customer for years to come but have also left a lasting positive impression.Verizon, if you're reading this, take pride in having such dedicated and customer-focused individuals like Joe and Luis on your team. They are a testament to the high standards of service that your company upholds. Thank you for turning what could have been a frustrating experience into a memorable and enjoyable one.
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December 2023 by M Z.
Fantastic experience today with Isaac. I made an appointment online to buy a new phone and add an extra line to my account. He made the whole experience a pleasure and even suggested things I can do to save money on my current bill. Zero upsell pressure or other BS. We were in and out within 30 minutes. Highly recommend.
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December 2023 by Bobby M
Paulson is one of the best sales associates I’ve ever had! He took really good care of me and is extremely personable. Hooked me up with all the best accessories on the new 15 pro titanium and made sure to educate me on all the best options for my plan. Will exclusively be going here and asking for him from here on out!
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November 2023 by Angelo “Angel” Z32
I came in here to upgrade from the terrible tmobile to Verizon and also upgraded my phones. The folks here at this location are very knowledgeable and friendly. They will go the extra mile to ensure that all of your questions are answered and that all of your concerns are addressed. Their perks, deals and rewards are also preety awesome because I got my Galaxy S23 Ultra with an unbeatable $800 ($400 for my trade-in and $400) Black Friday discount!
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October 2023 by Joseph
Went to pick up my express online order, then received an email that my order was refunded because I didn’t pick it up??I ordered a pair of headphones for in store pick up, customer service notified me the item was in stock at this location.Confirmed as well it was in stock at this location when I arrived. Here’s the funny part…Representative told me I need to wait for the automated text message to be sent so I could take my order home. Waited a bit outside the store thinking it should be about an hour to process and have my item ready. I understand lots of people chose to pick up online orders in store. Ended up leaving as they were getting ready to close figured I can stop by first thing in the morning.This morning I received a notification that my order was being refunded because it wasn’t picked up.When you think of corporate locations, you’d assume you’d get the best CSR help. That’s not the case. Didn’t ask for further information to determine my order status and make my ordering process/pick up seamless.Mind you three representatives we’re just hanging around as other customers were busy on the phone with customer support.Whoever processes express pick up orders did not do their job correctly or at all. The promotion code I had to order the headphones is now unavailable.Most of these reps are only looking at hitting their monthly quotas on activations, add on features, tablets and watches. That’s the life of working on commission I know because I’ve worked 5 years for another carrier. Don’t waste your time with this store.
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October 2023 by Rohit Krishna
Store is clean but service terrible.Went to store and queued up to sign in. Told door rep I want to "upgrade to iPhone 15 pro", and given a wait time of 45 min - 1 hr. Jeez... but it's a busy time, so somewhat expected; I say "OK". An hour later, I get my turn. Sales rep asks why I'm there; I repeat "iPhone 15 pro". Sales rep then proceeds to tell me 1) not in stock at this store or any Verizon store, 2) I'd have to wait 2-weeks even if I ordered it today, and 3) best way to order it is via Verizon smartphone app. Thanks for wasting my time **** bags.
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September 2023 by Joseph Akeefe
Went to pick up my express online order, then received an email that my order was refunded because I didn’t pick it up??I ordered a pair of headphones for in store pick up, customer service notified me the item was in stock at this location.Confirmed as well it was in stock at this location when I arrived. Here’s the funny part…Representative told me I need to wait for the automated text message to be sent so I could take my order home. Waited a bit outside the store thinking it should be about an hour to process and have my item ready. I understand lots of people chose to pick up online orders in store. Ended up leaving as they were getting ready to close figured I can stop by first thing in the morning.This morning I received a notification that my order was being refunded because it wasn’t picked up.When you think of corporate locations, you’d assume you’d get the best CSR help. That’s not the case. Didn’t ask for further information to determine my order status and make my ordering process/pick up seamless.Mind you three representatives we’re just hanging around as other customers were busy on the phone with customer support.Whoever processes express pick up orders did not do their job correctly or at all. The promotion code I had to order the headphones is now unavailable.Most of these reps are only looking at hitting their monthly quotas on activations, add on features, tablets and watches. That’s the life of working on commission I know because I’ve worked 5 years for another carrier. Don’t waste your time with this store.
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September 2023 by G Erbil
While the staff is friendly when you first walk in, they refuse to go beyond surface level to help you. If the solution is not immediately available to them, they hand you off to a cell phone, then help other customers, forcing you to the back of a long line when you're ready to be helped in person again. Horrendous, time wasting experience for a very small issue which the New Market store solved for me in mere minutes.
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September 2023 by Ani S
This was a really awful experience. We added an extra Verizon mobile line last week and we simply wanted to add one more line. We asked for the same deal (iPhone 13 with unlimited welcome). Helena was incredibly pushing insisting that we get the iPhone 14 Pro - even though we kept stating that we wanted the iPhone 13. She then explicitly lied to us and stated that the same deal that we had gotten the weekend previously was not available. After 1.5 hours of her pushing costly phones, plans, various add-ons, we finally relented and decided to get the iPhone 13 after arguing endlessly about why we not want add-ons. Lo and behold, when she processed the paperwork, we did get the same deal as a week ago (which she explained by appealing to a system error). She then refused to show us a range of covers and screen protectors and insisted on picking out 3 expensive ones from the back, saying that we could not just pick from the wall. Customer beware - the staff here are dishonest.
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August 2023 by John Urban
While the staff is friendly when you first walk in, they refuse to go beyond surface level to help you. If the solution is not immediately available to them, they hand you off to a cell phone, then help other customers, forcing you to the back of a long line when you're ready to be helped in person again. Horrendous, time wasting experience for a very small issue which the New Market store solved for me in mere minutes.
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August 2023 by liam bilich
Although they have cheap deals to start with that include a phone such as the moto g play for 60 bucks, they fail to tell you it lacks NFC so forget making payments with this phone.Also asking for some phone guards like screen cover or a case, they also don't have in stock so my phone got cracked few days after falling just few inches from the ground.This is bad customer service or care, main focus is on selling you and off you go....
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August 2023 by Ben Yang
called CS. got a real person to answer the phone after a short wait. She was very helpful, polite, and knowledgeable. This should be the norm, but we have gotten used to bad CS from large companies. Thank you Verizon.
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August 2023 by Mitchel Malkus
We went to this store to buy a new phone and they told us “they were short staffed and couldn’t sell phones or products today”We have had numerous issues with this branch. Don’t go here.
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August 2023 by Rachel Mangum
The workers are friendly at face-value, but they do the bare minimum of their job. I felt neglected when they didn't seem to be trying to help when my old phone wouldn't transfer data. I know they are not Apple technicians, but I thought someone there would know a thing or two about it. I will be going to an Apple store, but I should have just done that in the first place.