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February 2024 by Samuel shaffer
I do not do a lot of reviews but I had to because of the piss poor treatment my wife and I got from one of the employees that worked on the closing shift on Sunday Feb 11th.My wife and I got came to this location at about 4:45pm. We spent about 45mins with customer service prior to our visit trying to fix my wife's phone which wasn't receiving cell service.The young man we dealt with at first wasn't too bad in helping us but there was a problem in which he wasn't able to help with further and said we can go through customer service again.What got my wife and I upset was he explained they were closing soon and that we would have leave at closing rather than extend us some sort of grace period even if it was only 5 mins. We felt rushed and unimportant.Meanwhile, there was an elderly customer who was being helped in the nicest way possible by another employee and he made sure she was good to go. She left 9 MINS past closing without the hint of a rushing from that employee meanwhile the guy who was suppose to help us, only checked on us ONCE after 4:50.Not to say we apologize for anything or merely just to check in.In the end, we found out it was a bad SIM card which was done through phone customer service representative.She was more helpful in the 5 mins she took on the phone then the actually people in the store.We left unhappy and disappointed. And I made sure to let him know about it.I honestly wish had gotten a name but I did not.This is not an indictment of the entire staff but specifically one employee.Hope he learns from this and treats customers better.
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February 2024 by Rosa Graham
We stop today to get an upgrade unfortunately I felt the young lady did not put an effort to help us . Her demeanor was like I don’t feel like helping you. She also seems clueless on the iPhone products. So we left and purchased what we wanted online. I felt she could have offered more options to make the sale in the store. It's all about customer service.
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February 2024 by Rachael Ray
This claim is in refernce to a claim filed for my Samsung Galaxy 23 ultra. I spoke with Dwight through customer service number who "commited fraud." according to a Verizon manager by adding total protect to my account. I have spent 6 days and spoken to several people at verizon, one manager lied, alot of people were clear how much they dont care. I have not had the ability to work from my phone. Lost wages, time spent, miles driven and Asurion I have also spoken to several times. I was told by 4 people my reimbursement check had mailed It showed completed on their end. Turns out Rachel in tier 2 admitted 5 min after I was told it shipped Tuesday when 10 min earlier Sandra told me it shows delivered. That yes every single person I had spent over 12 hours with over the phone for 6 days lied. phone had lied and my check was mailed yesterday and I would not see it till Monday. So after management claims fraud was commited, Asurion says i am being scammed and that call could be used in my favor during arbitration, pay my bills via autopay, which i am still being charged for although it dosent work and i have full insurance. This is not what I would have expected given the length of time I have been with Verizon, but I would never stay with any company who values customers so little. Shows zero care for them not being able to replace or offer any help until Asurion check arrives which was all lies to. I have documents for every call. I am cacelling 5 years of Autopay business 5 years of loyalty means nothing anymore. Very sad.In response the the owner who responded. Please see review left under Newport News Jefferson Ave store in response to your response. And to bring attention to the one employee who showed remarkable skill in trying to help me. Again, Kade was fantastic. The CEO of Asurion took less than a couple hours to call me personally on a Saturday morning. I am hoping to receive a call from you personally this evening as this went as high as a corporate assistant manager could go and he was as shocked as I am at how long term "valued" customers are treated, and clear fraud and illegal and unauthorized charges and changes to my account were not even denied and lies repeatedly from all levels of CS including managers. My phone number and name is the same in your system. If I do not, I had already planned on filing an arbitration claim and will hope to save others from this completely illegal and unethical experience.
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January 2024 by Marty R
Quick and helpful service.
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November 2023 by Garrett
Went in to upgrade my phone, and was helped by Marco. He did an amazing job explaining all of our plan options, and helped me make the most of the Black Friday promotions! He took his time answering all of my questions, and helped me understand the changes to my plan.
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October 2023 by charles gabriel
I recently bought a new iphone at this office.Aside from the fact that I had to sit in the office for two hours while the saleslady initallized my new phone and downloaded my old pictures and contacts, I was then subjected to some very sharp sales practices.Once the new phone was ready, the saleslady went into the back office and came out loaded with three boxes. "These are features you'll need for your new phone" she said.There was an epoxy screen coating to prevent scratching the glass screen, a new USB C charger and a new protective outer cover for the phone, made out of plastic."And these are included in the price of the phone?" I asked. She laughed. "No one told me about these when I bought the phone" I said. She said nothing.The glass coating was $39.99. If the screen was damaged the company would pay up to $100.00 to repair or replace. One time only on one phone. Basically a $100.00 insurace policy with a $39.00 premium.The charger came next at $19.99. Would my old charger work with this phone?. She replied that this new charger was especialldesigned for this new phone. But she never said no. The reality is that my old charger would work with the new phone, all be it a little slower to charge up.Last but not least, the plastic outer case at $31.99. Looked like a good way to protect the phone. But wait, I asked, doesn't my old phone already have a case that I can just swap over? After considerable hemming and hawing - its different, the size is wrong - I took the cover off my old phone and popped it right onto the new one. An exact fit.One last thing. When I was shopping for the phone I asked if the office would take care of setting up the new phone and swapping my old data over. I was told, sure we do that.What I wasn't told is that Verizon charges $49.99 to do it. They call it the Ready?Go! Package.Do yourself a favor. Buy your phone somewhere else.
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October 2023 by Daniel Clark
This is in relation to the following store.4950 Monticello Ave #11a, Williamsburg, VA 23188As someone else stated, not every Verizon store is terrible. This one definitely takes the cake though!Keep a close eye on their selling tactics! Went to a Corporate Verizon store hoping to get better service and lower our bill. Told by the sales rep that we would get $100 credit on the bill when signing up. The ball was dropped and the credit was not applied.Came in again to talk to the Assistant Manager who also called in to Verizon Corporate for assistance. Once again, was told that the first bill would reflect the credit. The credit was supposedly entered into the system. Turns out it was never applied. There were other features that were also applied but was misled into thinking they were included. Review of the initial bill showed that this was not the case and were misled by the sales rep.Back again and talked to the manager. Pretty much told that I'm stuck paying the full bill and that the $100 credit would be applied to the next. He was unwilling to back this up though with some form of formal documentation stating what he said.I have enjoyed Verizon service for many years. But their system is broken and this stores sales tactics are shady. If you shop at this store and they offer you a credit, be wary. If they up sell you on features and it sounds like it is "included", confirm whether you will be charged or not! Better yet, find a different store to deal with.
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September 2023 by Jordan L.
Terrible Service. Went to get help for broken Verizon phone, was told the wait would be around 20-30 minutes. We then spent the next 45 minutes watching employees talk amongst them selves. When tired of waiting I went to talk to the employee who took my name down to wait and he was on a personal phone call and completely ignored me trying to get his attention.
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September 2023 by Theresa Nunez - Norman
My experience at Verizon was quite frustrating. I went there to do a free upgrade for my husband's phone, but the process turned into an absolute nightmare. They mistakenly traded in the wrong phone on our plan, and unfortunately, there was no way to undo the mistake. I've usually bought my phones unlocked, and this visit made me regret making an exception to go through a carrier. It was a lesson learned the hard way.
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July 2023 by James Fitzgerald
Literally can’t get anything done at this store. Return a phone? Nope. Add a line without purchasing a device, nope. Pay off my phone with cash? Nope. What is the point of this place.
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July 2023 by Evan T
They took the price tags off all the phones. I just wanted to look, but I guess they want to force you to talk to someone. As if their service isn’t bad enough in the immediate area of the store. More money, less value.
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July 2023 by Michael Ferguson
Useless store, manager is rude and has no real knowledge of products, took over 10 minutes to try and get a support number ended up just walking out while he was in the back to figure it out on my own in a matter of seconds.If you plan to keep Verizon just go online and purchase.
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May 2023 by Runjal Patel
The staff is very friendly, I have been a Verizon Customer since 2004, the service is fantastic, the staff answered all my questions and made good recommendations
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May 2023 by Kathleen Humphrey
I went in with an appointment to get a new phone. It was a breeze. I love this location and drive from mathews to get there every time. They do charge for set up and to put a screen protector on now just a heads up.
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May 2023 by S J
You cannot call this store directly. Or probably any store. That's d*** and and not customer friendly. The reps call me about sales, promotions, upgrades, etc., but when I call back it goes to an 800 number and NOT the rep, or store, that contacted me. After 10+ minutes with the 800# rep and multiple verifications, the call disconnects. No return call. No new phone, no upgrades, no new line. How idiotic that you cannot use a phone to contact a phone sales company. What a waste of time.
