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July 2024 by Sean Wells
Did not have a designated line for returning items, so the 6+ people who needed a 2 minute transaction had to wait behind those buying phones. No text-queue or seating area, so everyone had to stand
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July 2024 by L C
My DVR stopped working as expected. After several calls to customer service I was sent a replacement box that was older than what I have. (!!!) I wasn't able to return it to the Verizon store near me, had to drive to a distant store. When I drove to the store they had no new DVR's in stock! I finally spoke with someone at 800 number that informed me the DVR service capabilities were changed recently, and what I have is the newest version. He said the only reason he knew the service changed was because of all the complaints he has received recently (all the same complaint, no recording of program available when set is turned on). It's a damn shame I waisted all that time and energy only to find out the initial service has been DOWNGRADED.
Shame on Verizon for reducing level of service. Very disappointed.
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July 2024 by Revan Hamdy
The worst customer service, I have been waiting for over an hour to pick up my equipment for the home internet, the guy in the store was helping just one customer for over an hour and he was not Professional.
We’re a new customers for Varizon and it’s our last time.
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July 2024 by Joseph Nave
Extremely rude employee would not let me cancel my Fios service despite bringing my router in with me. Kept saying to just call the customer support line, which just led to a robocall with an infinite loop of resetting my PIN. Awful experience.
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July 2024 by Reed Muhra
After 4 continuous days of Calling, Verizon customer service and visiting their physical location, which happens to be 20 miles away from where I live, I got no solutions! Verizon and their customer service and their technicians couldn’t figure out the problem with their connection and installation! This morning I called Verizon to disconnect and cancel my order and for that alone it took them 45 minutes to figure out how to cancel my order!
Yesterday, I told one of the representatives over the phone that 15 years ago I came from a 3rd world country to the United States! and when I call or deal with Verizon I remember and feel like I went back to my 3rd world country ?
1. 2 different associates from 2 different departments could not figure out how to transfer my service from one address to another! So I had to disconnect at the 1st address and set up a new in the new address!
2. They set it up for me and gave me a number but there was no connection! I kept calling them, but nothing happened. I visited their physical location to pick up a new kit. And that’s a totally different story.
3. The associates in Fairoaks location are clueless, desperate and miserable! They are stuck to there screens constantly answering look as if they lost it!
Verizon is an absolute failure!
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July 2024 by Lucas Lamonds
Line out the door at 3 PM on a Sunday. Obviously Verizon underpay people and short changing customer service yet again
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July 2024 by bah9681
Horrific customer service. The customer service representatives pay no attention to a line out the door for hours or longer. No one addresses you, no help or even acknowledgement on how long the wait will be. Is Verizon aware that people are being sent to these stores to pick up or drop off equipment when they have online FIOS orders, and do they expect people to wait hours to do this? Why isn't there a system to distinguish between people who have quick dropoffs and people who will easily spend an hour shopping and signing up for a new cell phone plan? I just wanted to pick up my router.
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June 2024 by Thanh Le
Sully got me a great deal on a new phone and saved me money on my bill! Highly recommend him
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May 2024 by Juan David Reyes
This is worst than the DMV, good luck if you are returning equipment … over 2 hours of waiting
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April 2024 by Aaron B
Insanely slow service. Waited in line over an hour for a simple router return.
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April 2024 by Joel Hirst
Super patient and friendly staff! They take the time to make sure that they get your service right. I just switched all my cel plans to Verizon, including my son's new Gizmo watch. Ask for Sully!!!!
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February 2024 by Joey Vanek
Slowest service I have ever seen
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February 2024 by Jack Flash
5 employees in the store, 1 with a customer, 4 on their phones texting/internet. No wonder they don't answer the phone....
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February 2024 by Michelle K.
Honestly, I would give the Russell Cellular in Fair Oaks Mall (VA) zero (or negative stars) if I could. Absolutely horrible experience here tonight! Basically, the employees closed the store an hour early WITH NO NOTICE ON THE ANSWERING MACHINE OR ON THE WEBSITE to watch the Superbowl. Yes, when I tapped on the window to get the attention of one of the four employees sitting at a table in the lit store in view of anybody passing by, that's what one of the employees told me. So after wasting my gas to make an hour round trip for my new phone, I left without it. I simply do not wish to return to this location. I already wasted an hour round trip to get out here and return home without my new phone. And I wasted the gas to get out here. I realize that customer service is a lost art, but this is absolutely rediculous. The sad part is I chose to do business with this location becuase it stayed open later on Sundays and becuase I had good experiences at this location (when it was a real Verizon store). I will be calling Verizon Customer Service to see if I can cancel my business with this location entirely.
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February 2024 by TDA
Long wait to be told that they could not help. Turns out Verizon offloaded the store to a franchisee. Franchisee cannot perform many functions. Suggestion: Put up a "what we no longer do at this location" sign, so no one - not customers and not staff - waste time.
