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June 2024 by Trent Yates
Sold and installed a defective screen protector. Fortunately it was covered by the manufacturer warranty. Unfortunately they sold me an obsolete product so the manufacturer can't replace it, thus rendering the warranty useless.
Because the protector started to crack without any drops, I had it removed. I brought the receipt, pictures of the defect, and the claim number from the manufacturer.
The manager (purple hair guy) refused to accept the documents I had and he quickly became aggressive and loud with me, cutting me off every time I tried to speak.
He continued insisting I provide proof, which I had with me, but then said I must have the actual screen protector that I disposed of (it's sharp and when removed turns to glass dust/shards).
I insisted that he is in fact not asking for proof, but conveniently requiring the only piece of proof I did not have while refusing to accept the other pieces of proof.
He implied that I could be a liar and that anyone could come in without a protector and make the same claim, and that the only thing that could be considered proof is the protector itself, to which I raised the point that anyone could bring any defective protector whether it's the one they bought or not.
That's when he confessed that I could actually in fact bring ANY protector in even if it wasn't mine and he would replace it, which is admission that he was not interested in actual proof since he would willingly and knowingly accept a lie over actual documents.
I will contact the manufacturer again and see if they can help out. I thought I could trust Verizon with things like this and their customer service, but I was proven wrong. In the future I will be carefully recording all interactions with Verizon and keeping meticulous records until my contract is up. If they can't be trusted with small things they definitely can't be trusted with big things.
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June 2024 by Daniel McLaughlin
I walked in yesterday and they approached me an attitude right off the bat. I asked about one my phones and they just gave me attitude about how they can’t help me. I’ve been with Verizon for 20 years and this was the worse experience!!!! You need to get a better staff!
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June 2024 by Chris Sheft
The people here were courteous and helpful, to a point. I had a problem with billing with my new terms of service, and they flat out couldn't help me, they said I needed to talk to billing people on the phone. But I already tried that, I had trouble contacting the right person on the phone, the system wants to do it with AI and it doesn't handle problems well. So I found this frustrating.
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May 2024 by Jared Anderson
Brennan (sp?) was great! We brought my mom in to get a new phone which she was very hesitant about and he made the process so simple and easy for her. We really appreciated his knowledge about the products and their plan to make sure she got the right phone ????
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April 2024 by Anne S.
Hi Folks, Looking for the BEST Possible Customer Service regarding anything cellular or mobile please make the trek out to Reston for your requirements. I live near Old Town Alexandria and just happened to be in the neighborhood due to another appt. Need a new phone so stopped in as a new Verizon Acct member. Afternoon on a Wednesday and they were already very busy however Son watched me walk in unsure of the process & immediately came over from the counter to sign me in. He said please take a look around & we will be right with you. After only about 5 mins Abdel came over & said Immanuel will be happy to assist you. I walked over and Immanuel was AMAZING, I had a complicated situation for him to investigate & research which he did patiently, very kind in all of his interactions with me, and in the end his advice was just spot on! I will be back to this store almost 20 miles away due to this experience alone. Superb customer service backed up by experience & expertise. Well done.
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March 2024 by Hamzeh Kassem
Experience people who can help you .
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February 2024 by أبو إبراهيم
Thank you so much for your assistance and being always very efficient and helpful Mr. Abdulrahman ,I really appreciate your great efforts and customer service.
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February 2024 by Amy L.
I have had several positive experiences at this retail store. Most recently, Immanuel was very helpful and patient.
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February 2024 by Sylvia FB
I recently had a stellar customer experience at the Verizon Wireless store in Reston, VA, and I want to share my positive feedback. Manager Wayne and the employees were remarkably helpful, very patient, and executed their job with excellence.Also, I appreciate the store's cleanliness, nicely organized, and the willingness of the employees to assist customers with patience. Overall, I have a positive impression of this store and its commitment to customer satisfaction.
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February 2024 by Michael Pietsch
There’s no way to call the store direct. Unfortunately, it puts you through a tree and you can never get a hold of somebody at the store trying not to waste my time and drive all the way there but it’s impossible.
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January 2024 by Jane Doe
The atmosphere and the employees that work here are extremely helpful and understanding. Abdel is an excellent representation of a model company employee. He knows resolve any issue and how to help customers in a timely manner.
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January 2024 by Sofia A
Ricardo was so helpful and patient with us! 10 min wait time on a holiday weekend and great service.
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January 2024 by Adit Parikh
Ricardo is great.
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December 2023 by RJ Y
Got the run around from multiple employees about returning a home Internet device. People don't know how to do their job or are trained properly. I can't tell if it's a corporate store or a reseller but I would recommend going to the store to look and ask questions then just buying things online.
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November 2023 by Cece Charles
I just want to start off by saying that Brennan was an absolutely frustrating representative to work with and should receive additional training on how to better treat customers. He did a terrible job throughout our entire interaction and is the sole reason for this negative review.Although I was greeted and checked in immediately, I had a 10-15 minute wait before I was given any help. When Brennan did approach and ask my reason for stopping in, I explained what I wanted and what my experience had been prior to coming into the store: a previous order cancelled due to low inventory at another location, a duplicate charge for that order and a 45 minute call with customer service that left my questions unresolved.He then insinuated that my order cancellation may have been due to insufficient funds (which is both insulting and inappropriate to the situation) and he then proceeded to make a mockery of my intelligence by saying “let me explain things to you slow” (without using the correct adverb form, which should have been *slowly)After I was finally able to get clarification for my issue, he left mid transaction to assist other customers (who arrived and checked in after I did) despite being my assigned representative on the floor. I then stood in the middle of the store for an additional 10-15 minutes because he seemed more willing to provide help to other customers before another associate stepped in to ask if I needed help.That rep, Abdel- was kind, capable and able to resolve my questions/order within 5-10 minutes. I truly appreciate his assistance and he should be commended for picking up the gaps in his colleague’s performance. After setting up my phone at home, I was able to return to the store the next day and turn in my superfluous device for trade-in. This time, I was assisted by Mia who was able to complete my transaction quickly and efficiently. She acknowledged my extended wait the day before and was both friendly and competent in wrapping things up.However- I’m still giving the store 1 star because if I hadn’t already invested so much time and effort into resolving my issue- I would have left and gone elsewhere because of how negative my overall experience was. Brennan was condescending, unkempt and frankly- in need of a haircut. As an associate on the sales floor, he should be required to review best practices for client service before being allowed to interact with customers again.
