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February 2024 by Marc Krauter
After getting irate with phone support a representative at the store was able to print a shipping label for me. This took nearly three months.
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February 2024 by Ron Demick
The rep solved my phone problem
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February 2024 by Kelley
First customer service person, who sold me the phones, was great. Then one of the new phones wouldn't authenticate so I went back to the store. The second customer service person informed me it was my fault because I didn't pay extra for icloud and told me I could pay them $30 to transfer my data. When I tried to return the phone, I was told I needed to pay a $50 restocking fee. I left, but then came back to close my account. When I said I was partly upset that they had not told me that the new iphone has a different charging mechanism, I was again told it was my fault - they can't tell me "every little thing" about a new phone (seems like there would have been time to mention that in the 3 hours it took them to sell me the phones) and if I "had a newer device" it would accept the charging cord. So I left and went to Best Buy, bought the cords, got a replacement phone by calling Verizon customer service, and will be switching to another carrier this weekend. 20 years of being a loyal customer to be told all of the issues are my fault. You're better off dealing with chat or phone than ever going into this location.
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February 2024 by Patty Howell
Brian the Store Manager provided me excellent customer service. I have worked with him twice in 3 days and he was so courteous and kind and patient. He walked me through the whole process and helped me get my screen fixed. He even called the repair vendor to ask them to stay open to service us. I will always come to this store!
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February 2024 by ali jawad
Lach of specialists, lack of respect, and lack of help. Brian, the “manager”, said he doesn’t help people, even though he helped someone who walked in right away, ignoring us like we’re nothing. Then, as he was helping us, he decided to help a couple that just walked in and told us to wait one minute. That’s one minute turned into 15 minutes! So, we went to another associate who could help us, but even he wasn’t helpful and Said “ So question, do you want both of us to help you?” Who says that!?!? As a customer service representative, if I were to ever say that I would be fired on the spot! I hope they can see these reviews, and that their general manager does too, and actually makes them more kind to their customers instead of condescending, rude, and racist, because that’s how they were towards us. They even made my mom cry and did not make her feel better in any way! I hope the corporate sees reviews so that they can actually make changes to how customer service should be, especially them!
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February 2024 by Melinda Jawad
Awful experience last night. I’m Muslim and Arabic and the manager was condescending. He even ignored us while we were waiting for 10 minutes and went right to a guy who walked in. He said oh I’m the manager, I don’t help people. I’m like well I’m here to speak to the manager. Then he starts buttons on my phone making things worse. Then says, hold on. Walks away and immediately helps another couple that just walked in. Wait, what?!? I was there with my 21 year old. I thought he doesn’t help customers? Why couldn’t they wait like we did? So I asked another associate that, Lance, and he says “ so what you want us both to help you at the same time?”. And he walked away. The only human in there was Evan. Brian, the manager, was so ruthless I was crying, He said “maybe in YOUR CULTURE YOU TALK DIFFERENT BUT IN MY CULTURE THIS IS THE WAY WE TALK”. He began gaslighting saying he said things he didn’t. He knew we were Muslims because our names and because the call to prayer went off. Yes, i did smell like smoke, but i dont smoke. I spent the day at my disabled brother’s house who smokes. He just fell off his bike and had an ORIF (rod in his leg) put in and is on a walker and lives alone. Reason why I know about surgery Mr. Condescending Brian the Almighty Verizon Manager? Because I’ve had my DOCTORATE OF PHYSICAL THERAPY SINCE I WAS 24. How dare you judge me and my son and hand us a paper saying call customer service. They say the best way to do business is face to face. If you can’t handle it, be one of those spam callers from home. You and Lance would be good at it. Wish there was a zero stars. Btw, calling corporate, not customer service you racist.
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February 2024 by Ray Houthuysen
Staff is short these days but service was excellent. Lowered rating. They give out disconnected numbers for service areas.Left them 6/8/23. Pricing insults loyal decades long customers
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December 2023 by Yolanda Wallen
I purchased a phone last month and was told I had 30 days to trade in any phone for a $800 credit. I was mislead by the agent and apparently I needed to have the trade in at the time. I went in to provide my trade in and was declined. Jesse was rude and disrespectful. After calling Verizon we discovered that the promotion was only good if we did the trade in at the time of purchase. There was no accountability from Jesse that the original agent mislead us. When I asked for the name of the manager I was told they don't have cards and I was never provided a name. I had hoped to tell the manager that their agents should be better trained so as to no mislead the customer.
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October 2023 by Nicholas W
Andy helped me and he was super friendly, helpful, and no question went unanswered! amazing 10/10
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September 2023 by Tom Norkiewicz
Very poor customer service. Brought my elderly Mom in for 3 fairly easy items. The salesman....heavy set guy with beard and tats offered no (zero) support. Just keep referring us to the 800 Customer Service Number. We were in the store early and there was only one other customer.
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September 2023 by Carolyn Essian
No stars would be more appropriate. Staff is unfriendly and never smiles. Very bad experience. Manager was a robot.Bought a flip phone for a senior man. They charged a 35.00 upgrade fee. He keeps his phone a long time and has been a Verizon customer since cell phones were created. Then after 3 hrs trying to figure this ridiculous flip out, impossible to input contacts. Took it to a geek store, and he told me to take it back, very insufficient phone. Took it back after 4 hrs of purchase and they charged 50.00 restock. Seriously?No data in the phone, except for phone number, in box sealed accessories. So wrong. So I’m off to T-Mobile today to get him another phone and plan. . Oh by the way, the newly renovated store looks great, too bad the employees don’t!
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August 2023 by Pam Deaner
Whet in to ask question about my bill.was told they cannot look at my bill or assist me. 8/18/23 in Utica. Not helpful. Do not want to assist with anything. What are they getting paid for?They us to be helpful . Have been with them for years. Said tat is what everyone else’s bill is. Why remodel the store just close it with employees like that. Guess I need to find a carrier that cares about customers! If I can find something on my bill and they cannot shows that they are incompetent!!
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August 2023 by Joe Magnifico
The absolute worst Verizon store I’ve been in 4+ workers and still you’re gonna wait over an hour, I went in for a simple SIM card replacement and they didn’t even bat an eye twice to help. Customers that came after me somehow were prioritized and helped lol, really it’s my fault this store has been like this for a couple years now I don’t know why I even bothered at this location, regardless never again.
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July 2023 by Janet HoodVantroostenberghe
They wanted my guy to buy a new phone. Yesterday my service went out and I didn't have service for two hours just like my guy did the day before. It wasn't my guy's phone that was bad it was their service. And our internet service went out. Three verzion devices wasn't working yesterday.
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June 2023 by Maribeth Wormsbacher
Being a Verizon customer for 17 years I have never once been treated the way Jesse treated me. I know it was 10 minutes before they closed. He would not even let me explain the situation, just kept saying I understand that mama. Ordered a phone for my daughter for her birthday a 14 year old.Needless to say the first package ended up at the distribution center by our house empty..super rare. Some where along the lines it fell out of the shipping box. Was deemed undeliverable. Called Verizon was on phone for 2 hours we got everything set. She gave me the address of the utica store is 25 miles away and in rush hour traffic takes even longer. Get there 10 mins before they close and he tries to find the order couldn't not. Kept telling me I had the wrong store. Would not let me explain that the other order did not show up because I needed to make a payment because the system kept freezing when I tried to do it via text. I tried to explain that my daughter has been patiently waiting and let down there is no other place we can go tonight after driving over an hour in rush hour traffic.I called Verizon back and they helped me over the phone again. Amazing customer service. In my opinion as a small business owner myself even if it is 1 min before we close I will go above and beyond to help my customers. It made me sick to my stomach, I could have went in and made him do the order they told me over the phone. My daughter was understanding as she seen how Jesse treatment was towards us.I am not sure if anything will actually come of this. I can tell the gentleman is used to getting people to yell at him. That was why his reply kept being I understand that mama to everything I said trying to get me to freak out. The thing is anger and childish does not solve my issue only action does. Smhhh respect goes both ways. Thanks for letting me vent.
