Verizon

Such a great experience I had yesterday working with Corey. Very knowledgeable and fast service. Answered all my questions and showed me how to do everything with my iPhone as I have only used android. I will drive from Mesa to this store just to get top notch service!

Thank you! I was in the store two weeks ago as I was was fed up with my old iphone 5 that wouldn’t hold a charge. Michelle helped me after a very short wait and I was out the door with my new iPhone 6s activated and ready to go in less then 20 min! Didn’t even know I’d be eligible, but she made it happen. Next day I get a text from the manager asking how things are going. I’d been telling people about the awesome service I got from this location and thinking enough about it making my day, that now I’m telling you. So happy with their caring and professionalism. They were efficient as well and took great care of me. Really made a difference. Who says customer service is dead!

Such great service every time we come in! We always see Michelle because she genuinely cares and takes the time to look at our account to see if we are on the best plan for our usage and makes great recommendations. They also give great tips on saving data and don’t make you feel like you are just another account.

We had amazing excellent customer service from Michelle today. She took the time to help and explain everything and didn’t make us feel rushed at all. Thanks Michelle for making our visit today a great one!

Avoid this store. They’re very pushy salespeople, and even if you go in for a simple request it becomes an ordeal — if they can even help you. The manager refused to follow Verizon Wireless customer service policies and I had to call the toll free number to get a SIM card. What a waste of time and money by Verizon. The phone representative even said the store manager was wrong.

I went in the store expecting to be in there all afternoon, I was greeted by a friendly professional gentleman by the name of Craig Goddard, if you ever come to this location I would most certainly ask for him, extremely knowledgeable, and the desire to genuinely help any and all my concerns. So thanks Craig!!!’

I never had such a bad experience as I did at this store. Simple upgrading phone, waited hour. Then once phone was brought out and activation started they had issues, could not activate. Issue began with me sitting as they helped other people not resolving my issue, after another hour of watching staff help new customers I went off on manager. Two hours sitting and zero phone, they could not figure out and I walked out with nothing. This was beyond poor service and horrible staff and manager. I never was treated so poorly in my life and I have been a Verizon guy for 10 years, so not new. Avoid this place at all cost, just not worth the stress.

I wish I could give this location a ZERO. I have a family plan with 9 lines, bought all iphone 6 plusses, and each an expensive case, not to mention previous ipad purchase, etc.
My daughter went in to have them remove the extra protective glass piece they put on, as it was coming loose where the rep had put the tape to adhere it in the first place. This is normal wear and tear and less than 1 month. She was told by the lady (Rosie) with me standing there,
that if we had any trouble to come back. This issue happened while out of town and she took it in upon her return home.
The man was leaning on the counter, did not offer an «I’m sorry», not even a shallow one, said she had to file a claim with Zag, she explained that it was not broken and Zag does not cover normal wear and tear anyway. They put it on, no one asked them to.
He told her snidely that they did it for her as a courtesy, and it is my feeling that this was not a courtesy but an injustice that needs to be corrected immediately. He identified himself as a store manager. Not good to see a store manager leaning on the counter. Bad example for employees. My daughter mumbled «this is ridiculous» and headed for the door. She held the door for a woman and her daughter, and said they are useless in there, and left.
She was already off the sidewalk and into the parking lot when the manager came bursting out and told her she was not welcome back in that store.
I have news for you, Jeff, I’m on my way to the store right now and we will see who isn’t coming back to that store. The customer is always right.
I have emailed the regional southwest president, Eric Reed, (for those of you who’d like to do the same.)
I would like to say there are 3 outstanding reps that I know of, over there, Jason, Rosie and Dwight. If you must go to this location, ask for one of these reps. You will have a positive experience.

Can I not give a star at all?!? The customer service started ok, but as soon as we told them we didn’t want to switch our plan to verizon edge, he got his manager to come try and convince us, we politely told him we weren’t interested, and he proceeded to belittle my husband repeatedly telling him he was stupid for not changing, saying things like «oh, you’re so rich that you just want to throw money away, that must be nice to be so rich. I’m telling you you’re being stupid». We love Verizon, but we will try to never go to that location again. As I said, the employees were nice, it was the male manager.

My phone is on the edge plan and has a crack in it. I was told by three people I will not be able to turn in my phone and i completely understand that! Instead of referring me to total protection plan, all they gave me was a card to a phone replacement service for $ 200 than to replace my phone with total protection and pay less! Extremely rude tone and refused to help me any further. The only «nice» thing they did was compliment my phone case. Never coming to this location again. The Verizon on Arizona Ave. and Ocotillio were much nicer and willing to work with me and inform me on all of my options.

I’ve been in this store several times, but normally I’d rather just call in to Verizon. What I find odd is that Verizon telephone customer service is pretty much excellent. In the 20 years I’ve been with the company (or the people they bought out, like Alltel), their phone customer support provides consistently awesome service. I think there have only been a few calls that I was unhappy with.
With that said, when I have come into this store, the wait times are long. Someone will always tell me, someone will be with you right away. A LONG time later, someone does attend to me. Granted, maybe making an appointment would be better? So, instead of a 1 star here for wait time, I give it a 3 star and take some of the blame myself. How kind, right?
We’ve often left because we’ve waited so long that we forgot why we came in there for. Wait times usually on the phone are fairly short, unless it’s around the holidays.
In November, I came in to add a new line to my account. Kevin was the one who helped me and he was super nice. To make a very long story not as long, I had asked the right questions and I figured he knew what he was doing. He told me some truths and some lies. Of course, I just believed everything he said. This caused me to make make numerous phone calls to get his lies corrected. Verizon honored everything he said, even if they were lies. I think it helped that I have been a good customer with a perfect payment history for over 20 years.
In the end, with a lot of other people’s help, mainly telephone customer support (Henry was the best one as he followed up with me for over a month to get me the help I needed), I ended up paying what I should have paid in the first place. If not, I would have had to pay or be out close to $ 300 because of Kevin’s lies.
I guess the person that reviewed him in ⁶⁄₂₀₁₄ didn’t have to deal with his blatant lies and unwillingness to make things right, rather other people had to deal with his mess and my irateness. Heidi, the store manager, when I made my final call regarding this issue back in March, was the last call I had to make regarding this. And my account was credited the $ 100 I was supposed to get for adding a new line back in November 2014.
I forget the number of calls I had to make to Verizon and the time spent here getting money credited to my account and extraneous charges due to Kevin’s unprofessionalism. If there were more people like Kevin working for Verizon, especially on phone support, I would have left Verizon in the first year, foregoing any losses. Thankfully most are not like him.
Kevin was nice to begin with, but once there were any issues, he totally changed his demeanor rather than make it right and have a good attitude, owning up to his mistakes. For all of this fiscal that took 5 months to resolve, I give it a ZERO star.
But, the fact that Verizon telephone customer support was able to reverse all the charges they could, minus the last $ 100 credit to my account, I give them a 5 star. You say this should be a 2 ½ star then? Well, that isn’t part of the rating system.
Normally I would round up for reviews, but in this case I rounded down. Heidi did get the credit back to my account and I don’t understand if the phone support could immediately credit my account, why couldn’t she, since she was the store manager. My billing date ends the 19^th and I had called the 20^th. She said it would not go in the current bill but in the next bill. Why?
Anyway, this is a corporate location and I just don’t want to ever come in here again. Never a good experience. Thanks to Verizon phone support this is at least a 2 star and not a 1 star. But, I don’t think the store really cares.
And, as one will notice, I do my best to give not only good reviews that are helpful. Most reviews I give 4 or 5 star — 76% of reviews. 14% of reviews fall in the 1 to 2 star, which, for me, I look hard to see and give any positives I can. Some of my 1 stars should be zero stars.
Really, if you at least act like you care, don’t lie that will earn you at least a 4 star. Good follow through is a 5 star.

This place is untrained. How can you tell me the min you bring out a phone that you are already taking a loss on it before we even talk price horrible selling skills. Then under allowing on our trade in seems like we need to make a true phone. Helping you find the right phone for the right price. We walked in and ask for someone in sales then after waiting for a few min I hunt down a sales guy who proceeded to tell me how I’m wrong about a phone. This is a green pea mistake. This place is got to change.

We purchased two new phones from this store, they had a promotion where you get a free tablet with each phone. So, we graciously took our new phones signed the «receipt» and left the store. We never used the tablets but noticed a $ 20 charge for them on our bill every month. We went to the store and were told we signed a contract for the free tablets for two years! Now the «free» tablets cost $ 480! They refuse to do anything about it so I am disputing it with my credit card company!

Horrible wait time which always seems to exceed the estimated times.
They will NOT honor online pricing! After a half hour wait that was supposed to be 10 minutes, I went to Target. Same phone — lower than online price– and got a $ 20 Target card. And the sales agent was more than wonderful.
Beat me if I ever set foot in this store again!

The process of changing my family over from Tmobile to Verizon involved two visits to this store (not their fault).
The first visit, I was quite underwhelmed by two major drawbacks. The first was that a grumpy man (the apparent store manager, shift manager, or something fairly important) came up to us as soon as we got in the store. He was holding a tablet and stylus and looking down at his screen. «Name?» he asked us. I was like, «What?» I mean normally when you walk in a public store that has a lot of space to look around, you’re allowed free range — not immediately accosted in the first 20 inches of real estate with no greeting and no explanation of why this retail store insists on getting the name of every person who walks in the store. «How does he even know I want to sign up for the ‘I need organized help’ list??», I wondered. Eventually I asked him why he needed my name to walk in the store, he offered the generous explanation «To get help». I gave my name, but his process did not seem to help the situation out much (took about 30 min to get «help» — I think I would have fared better by just insisting on wandering around the store and then asking for help when I was ready. The overall process of not being allowed to do this was quite off putting.
Then a younger fellow began helping us. He seemed very ignorant of the options available and not at all good at dealing with people, even after we explained our objective. I don’t feel like it’s appropriate to use the public internet (i.e., Unilocal) to out people by name for non-​eggregious behavior during negative reviews, so I’ll leave them unnamed.
The next day we came back. Michelle Jacoby helped us out and she was absolutely amazing. I was worried because I’m NOT a fan of businesses that staff their «help» team with what seem like teenage girls but after we started talking, I realized this was not the case. and after we got into it a little, we realized that she was really in tune with what we needed and wanted and was willing to always tell us ALL the options that pertained. She was creative at solving our needs and we are VERY HAPPY with our brand new Samsung Galaxies, and the children love their tablets (which were FREE, thanks to Michelle’s knowledge of a coming sale, which allowed us to pay $ 50/​tablet up front, then get them both refunded a week later).
GREAT JOB! A star lacking for the grumpiness and awful process of day1, 4 stars for the final results and MIchelle’s excellent service and personality.

While the while process and cost of buying new cell service, phone etc is generally awful everywhere, the person who helped me was awesome.
First– what I was looking for was to solve a unique issue. Kevin answered numerous calls, questions etched as I tried to find the right product for my needs. He suggested ways to get an inexpensive phone, reduce my monthly bills etc.
Once a decision had been made, he spent literally hours (long story) transferring numbers, opening service etc. He was professional, pleasant and funny. Other employees also were involved to solve my weird situation and they were equally helpful and fun. Kevin gets 5+ for his service. The 4 star is for verizon and all cell companies who do not make the processes or prices easy.

I have dealt with this store for years and had OK service in the past but recently the staff here went way above and beyond to help me out.
I have a commercial account and I needed to add two phones. Last Wednesday, Michelle helped me and directed me toward two phones that were free but also had a $ 100 bill credit each, after the first month. (Score)
I also needed some tablets. I already have a few Samsung Galaxy 6″ tablets that work well. Michelle told me they were on sell for $ 100 and they would each have a $ 25 credit to my account. I decided to wait on the tablets as I don’t need them for about a month. However I had a bad car charger that was only about a month old and Michelle got a manager to replace it for me free of charge. (Score again)
A week later I get a call from Michelle at the Verizon store, The Samsung Galaxy Tablets are now FREE with a 2 year plan and I still get the $ 25 bill credit. I asked her to grab me 3 and I would be in the next day to get them. (Score Again,)
I have never had a sales rep pay that much attention to my needs but it didn’t stop there, she knew I needed cases for the tablets and this store was out so she stopped by another store the next morning and got the cases from them so I wouldn’t have to make another trip. (Score again)
I had 3 tablets that were eligible for upgrades so we upgraded those, got 3 more, got cases and I needed some other accessories that the manager couldn’t discount but she authorized another $ 100 credit to my account.
I know this store is busy and I have had to wait 3– minutes in the past to be helped but when they treat you like this, it is worth the wait.

It would be difficult to explain how bad the service is. The manager is a joke and more interested in flirting with his female staffers than serving customers that wait for 30+ minutes and then walk out (my family included). Went to one reseller for phones and another for accessories and they were all well aware if how bad the store is. They knew the location before I named it.
Don’t trust the pro-​manager post here. That’s gotta be him or a friend trying to run damage control because this guy is annoyed by customers that interrupt his standing around and flirting and laughing with the help to ask how much longer the wait will be. And the kicker? He answers with your order in line, not how long the wait is. Have never seen worse service anywhere. And they do not care as customer after customer becomes frustrated and some even walk out. Truly amazing.

No help with what I needed what so ever. The few employees I talked to were clueless.

Mike helped us this evening and I must say not much personality but great service. We went in to activate our new iPhone 5 and it took all of 15 minutes but then… We tested the phone before walking out and it wouldn’t ring. Not Mikes fault! Now he is activating another new one lol. Good attitude though.
Well let me correct this completely! Now the good attitude is going sour. The computer is telling him he can’t make the phone change until Friday, Black Friday no less due to a system error. His manager, Jessica I believe wants nothing to do with this and ignores us. Now we have been sent away with a out of the box failure that they won’t deal with because a machine says they can’t. Seriously, doesn’t anyone have brain there? Have they heard of customer service?
Off the San Tan location where the Manager Tim was amazing and immediately took care of our problem and made it clear a that the Verizon n problem shouldn’t be our problem. Verizon at San Tan, You Rock. Verizon Germann and Gilbert we recommend no one go there!