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September 2023 by Kate S.
Do not even bother to get any customer service here. After speaking to multiple customer service representatives on the phone and having received multiple answers, all conflicting, I thought I might have better luck in person. The sales person told me that the best deal I could with my current contract was a free phone. The upgrade, he explained was available due to the new IPhone coming out shortly. He then proceeded to tell me it could only be done on the App and that he would be happy to set up for me himself. I asked him if I could keep my old phone and to keep my current plan which allows unlimited data. I had him go over the numbers with me, assuring that I would see only a minimal increase my bill for insurance due to the increased value of the phone. Wrote it up, had it in the Queue at the store so all I had to do was pick it up an hour later. Picked up the phone, thanked Tyler profusely for all his help. Brought the phone home only to find an $800+ receipt in the bag. Went online and sure enough, I'm being charged for the phone. Called the store, was told to come back in the morning, met an irritable manager who insisted it was my mistake and I must have misunderstood. Then she told me she was going to have to charge me a re-stocking fee. I made her fully refund that. She didn't apologize...what has happened to customer service? Verizon is texting me to let me know that I still need to trade in my old phone, because i must be "enjoying my new phone". Incredibly frustrating and Just unbelievable! I am off to Apple to get a real price, great service and a better insurance plan.
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August 2023 by Karen F.
Joel is THE BEST. I had a pretty complicated multiple line transfer of service/purchase and was very nervous it wouldn't go well, but Joel assured me all would be fine and it was! He explained everything and answered all my questions patiently and professionally. I felt very confident he knew what he was doing. The whole process from beginning to end was flawless and I left there happy. 5 Stars for Verizon and 10 Stars for Joel
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May 2023 by Greg F.
Terrible experience at Hanover Verizon store. My son broke his phone over the weekend. I took it in on Sunday to get replaced at 3:55pm with their closing time advertised at 6pm on maps. They told me their phones had all been away for the night as they were closing at 4 and I would need to come back the next day. The next day after work I went to the store at 5:40 and was told they were closing at 6 and they couldn't help me. Customer service was horrible and clearly they do not care about helping people. I went to Derby Street and their salesperson stayed open an extra 30 minutes to make sure we were taken care of. Would recommend going to Derby Street if you need anything.
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April 2023 by Carol S.
Update: The next day, I got very good service from a different associate. So I am amending my review.
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August 2022 by Kyle O.
Yelp asked for more detail on this review...so here you go yelp: This is the worst Verizon store. Avoid it. The manager there is rude, aggressive and encourages her employees to treat customers very poorly. In early July I was in the store to purchase a new phone form my son. I arrived at opening. 1.5 hours into the process I was told that they could not complete the purchase and I would need to come back because of some "internal issue" at Verizon wireless. I voiced my dissatisfaction with that response. The then employee asked the manager to help him through the process and she berated him for interrupting her and told him and me that there was nothing they could do and I would need to come back. When I asked her to help him she yelled at me for "telling her how to do her job" and asked me to leave the store. She sets the tone for a bad employee base there and needs to be removed. Went directly to SS Plaza - no issues at all. In and out in 20 minutes. AVOID the Hanover store if you value your time and money.
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August 2022 by Lee M.
Was in today and I was happily assisted by Bree. I needed an upgrade. I needed phone right away and my phone broke last night (couldn't turn it on) so was sad I couldn't get the mini today. But I'm very happy with what I got, excellent customer service by Bree - very knowledgeable. All of my contacts, photos and even texts were transferred to my new phone. I've been a customer since 1996!
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November 2021 by Chris M.
Stores like this are the reason online shopping leads to their ultimate closure. "If you don't want it I can put it in the trash for you." Response to a new in the box watch band that was beyond the 30-day return window. Solid offer. Oddly, I accepted. Next was a FIOS return. FIOS shows this as an authorized return location. Says the same guy, "you're best bet is to hop back in your car and drive to the Canton FIOS store." SURE! A quick 56-mile round trip cure. What do you bet they miss the trash and my item ends up for sale? Obviously avoiding this store is in all of our best interest.
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November 2021 by shannon d.
Honestly, the store is fine, but Verizon as a company has no regard for its customers. My husband and I are long time customers, I'm talking 10+ years. We went in to upgrade our phones, Colleen helped us, she was very informative and friendly (she gets 4 stars). She unfortunately placed the wrong order for my phone, which is a harmless mistake. When we realized we tried to call to rectify, you of course cannot get anyone on the phone, so I went into the store to try to fix this (there are no phones to physically sell, so everything needs to be shipped - again not a problem). After speaking to someone today there is simply nothing they can do, and I have to wait a month to receive the wrong phone, and then begin this whole process again. It's truly unbelievable how zero effort is made to fix a mistake that is no fault of the customer. I left the store and tried again to get anyone from Verizon on the phone with again, no resolve. Truly makes me consider what phone company we should proceed to move forward using in the future. Verizon, you should give your employees some sort of power to rectify issues like this when they arise.
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October 2021 by Lexi M.
Rude staff, poor quality products. I bought an expensive charger here twice and it is the quality of an off-brand, cheap charger you could get off of amazon. I have been very understanding but feel like the staff just walks all over you.
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September 2021 by Jenn B.
Stacy at Verizon in Hanover was my hero this morning! I was multi-tasking and somehow pressed the reset button on my phone while talking on the phone and pulling my walnut crusted chicken with brie and honey sauce out of the oven for the library cook book club pot luck. My call was disconnected, my screen turned white and life as I knew it with all my family and friends just a touch away evaporated before my very eyes. It was dramatic. No contact with the outside world, aside from my work computer for 8 hours. I was prepared but disheartened to think I had to replace my phone and re-enter all contacts. I really hoped to keep my 5 year old phone a year or two longer. Haaaa. Thank God for the cloud! That all changed and turned to daffodils and butterflies at 8 AM this morning. Stacy took my phone, worked her magic and I was back in the game with quick access to all my loved ones by 8:11. My adult children were thrilled. Son said "good to know" when he learned we could communicate again. Haaaaa. Can't thank Stacy enough! Had to give her a 5 star review. Note: Tip. Arrive at 8am if your matter is timely. The staff at Verizon get busy and many issues take time. Be kind and grateful for the ones who show up to work.
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August 2021 by Peter K.
Rude employees. They marked my order as picked up, without even telling me it was ready, then tried to pin the mistake on me, which just opened the floodgates to a variety of technical issues. It took me 48 hours and 6 calls to Verizon support to get anywhere. Go literally anywhere else if you need to go to a Verizon store. Anywhere else.
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July 2021 by Grace D.
This review is written on behalf of a 79 year old family member who had an absolutely horrid experience at the Hanover Verizon company store. Seeing the other reviews, how can VZ not act on the obvious failings of this store? The ASSociate on the week of 7/26/21 at this store was absolutely useless, obnoxious, arrogant and disrespectful. No concept of customer support or client service. After getting a new phone, this ninny did not transfer data from the old phone or spend any time explaining the iPhone platform, which is totally new, coming from an old android. Nice to tell someone with a new phone that you are "too busy", and that "you could come back tomorrow." This incompetent clod had plenty of time to take $$$, but refused to activate an unlocked android smartphone that was provided to replace the old phone, instead insisting that could only be done in a phone less than 2 years old. Blatant BS and lies. After requesting to see the manager at least the transaction was completed, but still service was poor, no attempt to transfer the info from the old phone or provide basics of the iPhone. Stay away from this store, even if you have to drive an hour to another Verizon store. Corporate, CAN YOU HEAR ME NOW????????
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March 2021 by Adrian C.
I am not sure where to begin. I am absolutely DISGUSTED with the service provided at this Verizon location. I am at a loss for words. The team at this Verizon location is extremely under-qualified and lacks every piece of interpersonal skills needed to be successful in client facing roles. I feel extremely aggravated by the way we were treated each of the 6 times we have been to the store in the past 6 weeks. Note that we have been going to this location for the past 6 weeks attempting to make some changes in the account as well as do an iPhone upgrade - yet, after 6 weeks of going into the store multiple times a week, we have gotten nowhere. The associates at this store do not care about the customer. They simply look for ways to tell you "Nope, you cannot do that here" or "Nope, you need to call this number" or "Nope, cannot help you with that." They honestly go out of their way to make you feel terrible and waste your time. When I ask to speak to the store manager, I get no new information. Everyone is extremely under qualified. This store has every characteristic that shows what is wrong with today's society. I would highly encourage Verizon executives or higher ups to either completely shut down this location, or to bring a whole new team of qualified associates that TRULY WANT TO HELP customers and not treat them like absolute crap. To anyone reading this comment, please save your time and go to a different location. Thank you.
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January 2021 by Brian B.
Woman associate made appointment on her tablet for a new phone for my wife for 7pm Saturday. My wife received a confirmation text for 7pm from Verizon. My wife showed up 15 minutes early for the appointment and that lazy POS associate that made the appointment was sitting on her ass reading a book. All she would say was they close at 7pm. It was 6:45pm and it was she that made the appointment! She wouldn't get off her lazy ass and assist the appointment she made - even with 15 minutes before closing.
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September 2020 by Keith C.
Thanks a lot for waisting my f****** time today! and most importantly for refusing to give me the fucking I phone that I payed for!! F*** YOU!!
