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November 2023 by Alison M.
A big shout out to Zak and Katy for their total lack of help. I wish I had read the reviews before I went to this store. To make a long story short, the order was wrong and they would not fix it or even speak to the Verizon rep on the phone. As for Zak, he was being rude to another customer when we walked in and had no problem doing the same to us. I would have confronted him there but you can't fix stupid. Especially stupid that doesn't listen and thinks he is doing you a favor, at least that's what he kept telling us. Avoid this place, I would drive many miles to never go there again.
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August 2023 by Our Events
It’s a trap and scam. Overcharged us from day one. Did not apply discounts they promised, did not provide gift card promised, spent 40 hrs trying to fix issue and customer service is still incompetent to fix and they keep charging is $30 more than we agreed to. Can’t even get into account, verification doesn’t work and password reset doesn’t work. AVOID AT ALL COSTS. Can’t get into account to cancel.
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July 2023 by Scott Boyd
They are helpful and pros. Place gets busy, but usually five minutes wait or less. Market basket parking lot, so plenty of parking....
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April 2023 by W L.
1 star "Not good" is right! Avoid this 4 Cornerstone Sq, Westford location! After reading other reviews as well as my personal experience this morning, I am so glad I didn't take my business here. We upgraded (via trade-in) my wife's phone on Verizon account chat with an agent. We were actually leaning to doing this at the store. And again the reviews here for this specific transaction calling them out for their scammy behavior validates my feelings about this place. To complete the trade-in (including transferring all the files from the current to the new phone we just received yesterday), my wife visits this store. Before the visit, Verizon agent told us to go to this location for the above services. My wife goes and sees Zack (Zac?) who told her they don't do this and have never done this in his 5 years being at the store. So, my wife calls me and loops me into the mess. Regrettable I got involved. I could have saved from having a bad morning! But, glad it happened. Educational. To uncover a bad store never to do business here again in my book! My wife calls and I ask for Zack. I tell him why my wife is there- for file transfers before we can complete our end of the trade-in/upgrade transaction by turning the phone in at Westford location which was the most convenient and vetted by location by the agent. Zack tells his piece about the store not being a "corporate store and needing to go to the Burlington mall location" and continues on and on and doesn't let me speak- at which point I tell him "Would you listen, please" (admittedly, maybe a hint of annoyance but was respectful in my tone). I was going to tell him that this is the store Verizon agent told me to go, blah blah- which I never got to tell him! Zack becomes emotional and turns to my wife as I overhear and says "If your husband is going to be rude, I will not talk to him, blah blah." This is no way to treat anyone let alone a current or future customer. I am not sure how this type of snide comments are in the vocabulary of a salesperson who is not a rookie but a veteran who's been at the store for 5 years plus. Now, if one is disrepectful and nasty to another, it is the receiving end's choice to return the favor. But in no way did our dialogue warrant anyone stating anyone is being rude. End Result: I confirmed with the Verizon corporate that 4 Cornerstone Sq, Westford location should be accepting these services that I requested. As that's something neither party wants, here are my options. 1) Verizon corporate will email me the shipping label, remotely transfer files with a tech engineer working remotely, then send the current phone to the communicated address in a labeled box 2) Go to another nearby location, perhaps Acton. Or if I want, to be sure to prevent this again, go to Burlington mall location- a corporate location. If it is true that only corporate locations accept trade-in phones, then all you had to do is educate the customer! A regular customer- especially when they are instructed to follow one way doesn't know the different nuances of corporate store vs 3rd party/privately owned store. I called back the store and another colleague repeatedly says the "corporate office is wrong. We are not a corporate store. We don't accept trade-ins." For a everyday you and me (customers), we don't care. Perhaps that's something you may want to clear up with the Corporate and better communicate to the customers what our expectations should be! Again, the bigger problem is the total lack of disregard for what a good customer-service relationship dialogue should sound like. Nobody said this is easy! As customer, I am only trying to do my end of the bargain, respectfully. There's no place to make comments that can only divide customer-service relationship. In this case, you lost a future customer even though I was technically never a current customer!
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April 2023 by Devon MacPherson
The staff is great! An employee named Ian helped get a great deal on a new phone, and was overall just a pleasant experience. Welcoming and laid back vibes in the store.
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March 2023 by Jason P.
What a bunch of lying turds. You'd expect more from a manager, Ian was his name. We came to pick up a FIOS order to only be told they only had one item (purchase) and the set top boxes weren't on my order. I was downgrading from 7 to 5 so they were losing money, very convenient to only have the one thing that makes you money. Up selling at its finest.They were very unprofessional and juvenile, I expected more from them. My email receipt showed I was returning 7 but getting 5 so why does your system tell us another story? It's a FIOS internal game to cancel orders and rewrite them to get the commissions for themselves all the while completely screwing and inconveniencing the customer. He offered me 5 boxes that won't work until later in the week when we have to call and have them activated. It's torture calling Verizon because they ignore why you're calling but only look to upsell you on stuff you don't need. Notice a theme here? We told them to screw, left with what we came with and went next door to Xfinity who is 40' away and they sold us on a new 2 year contract with great customer service
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February 2023 by Chassidy Anderson
Zach was awesome! Took care of the situation quickly, was pleasant, and answered all my questions! Thank you Zach for making my upgrade easy!
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February 2023 by K C.
This the WORST customer service I have ever encountered. The sales rep tried to sell us a 'free' upgraded phone. Well....when the paper work was ready to sign is said nothing of the sort. The new 'free' phone upgrade was clearly being billed monthly to our account. When I questioned the sales rep on this, all I got was confused dribble coming out of his mouth. He was clearly caught trying to scam customers so he could personally pocket the difference. I was appalled at how they treated the elderly customers as I waited. It is SCAM CENTRAL ! Make your way to a different store, or even better DON'T USE VERIZON for ANYTHING !
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January 2023 by Deborah Hayes Productivity Coaching
The worst… dirty worn out store. Terrible experience, would not recommend.
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December 2022 by Keegan Gallant
Thus is not a Corporate store, but a franchise. I was ripped off at this location and suggest all stay clear.If you chooseto support Verizon I would suggest a corporate store.
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December 2022 by Tim Dunham
I did an equipment return for a router I was no longer using because I had my own. Moments later I got an emailed receipt and a second email that my account was terminated. A text from a family member then followed indicating that I had NO PHONE AND NO INTERNET!When questioned the Employees at the location provided me with a phone number and not much else. When pressed they said "due to a glitch in the system this can happen" and to call the number. I did and was told that I will be without service for several days because the account was terminated. Speaking with the store in person a final time they stated that they are not responsible, have no ability to cause or resolve the issue and "do not work for Verizon".I can't know who's fault this is but it just might be the worst customer experience/outcome I've had to deal with ever so for that 1 star.
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December 2022 by Jan Lee
Terrible service!!! Especially the manager is horrible. I bought a phone about 5 months ago when they over-charged me due to their credit card machine problem. They said they would issue a refund. It didn’t happen. I called multiple times and even visited the store to know the refund status. No refund was made after all. I eventually talked to the manager recently at the store who had no sense of a service mind, answering my questions with terse “yes” or “nope.” I can’t believe there’s such a terrible store in Westford. Don’t even bother to go there. And it’s a retail store not a Verizon associate. So if any issues after a purchase at this store, Verizon customer service can’t really help because the store has nothing to do with Verizon. This store just sells phones and other equipments. There’s no such thing like decent SERVICE at the store. Once they sell a phone, that’s it!! If you need to buy a phone, go to the one in Nashua that is directly associated with Verizon. Don’t even bother to go to this Westford retail store. Anyhow, I never received a refund for the overcharge made by their mistake. I don’t think they ever processed the refund from the beginning. It must have been some sort of scam.
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August 2022 by Bradley W.
The employees are extremely lazy, rude, and we're laughing at my mother in front of me, while she was trying to figure out her new phone. Not cool. And the man with the man bun WREAKED of pot. Definitely an extremely unprofessional and unpleasant experience. The one In Nashua is so much better. Definitely avoid this store.
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July 2022 by Sarah Rolph
I walked out. The kid who started to try to help me had a terrible attitude. None of the employees here seemed to have any sense of customer service -- they were even fighting amongst themselves!! I wanted to activate a new phone. I didn't know my pin from way back when I first signed up for Verizon, so they said they couldn't help me! They told me I had to call customer service to reset it. The kicker: when I called the number they gave me, it turned out that's not even correct, you can't change your pin over the phone! You have to go to the website. They had plenty of computers there so that could have happened right there but apparently they don't know that. Hard pass on this place.
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July 2022 by Christopher L. Wilson, of NE MA
Staff was very helpful in helping me solve my router problem.
