Verizon

Horrible experience — wanted me to wait an hour to see if my issue would even be relevant and solvable at the store or if I had to go back to my original store. Wouldn’t even let me explain my situation.

Ok so I went in here a few months back since my iPhone 4 was acting up. I was long overdue for an upgrade so I reluctantly got an iPhone 6, knowing that they’d make me change my unlimited data plan. I don’t know about other carriers but Verizon got sort of sneaky like that.
The sales staff was much better and not quite as high pressure than my previous visit. Also they got rid of the fios guy who annoyed the crap out of me during my prior visit and I knew what I wanted so that helped too. I stood firm to my need. At any rate, there were two issues I noticed. 1. when did they start charging you $ 40 to upgrade, I think I got some information about that long ago, but I still think that’s pretty crappy, and 2. I got this month’s bill and saw it was $ 5 higher than previous months, after closer inspection they added on some navigation service I never asked for nor did they mention to me at the store, that was $ 4.99. I think that’s totally uncool. I did call customer service after I removed the service from my phone online, so they gave me a credit for the charge, considering I never asked for it nor was I told about it when upgrading my phone. Be warned read the fine print…

If there were zero stars as an option, would choose this one. Awful associates who are lazy and hide in the back. Say that no phones are available when they just told the previous customer something different. No respect for customers and you wait forever to help. And they failed to tell me certain promotions going on that another store did! Never going back.

By far the worst experience here. We went in to trade up to a new iPhone. After waiting 15 minutes, which was not bad, someone came to help us. Then we waited 10 more minutes for him to check to see if the phone was in stock. But then the guy started helping 2 other people while we waited. We watched him help people for 15 minutes and then decided if he didn’t have time for us we didn’t have time to waste and walked out. They never called to follow up. I ended up getting he phone online which was easier anyway. I use Verizon for the network service. The people in the stores act like they’re just hanging out and are not focused on customers.

Absolutely horrible and frustrating. I bought phones online and just needed info transferred from old phones to new ones. We arrived and waited approximately 30 min before they even talked to us. Then they stated they only had one machine to do transfers with. WHAT!!! The brand new iPhone has just been released and this so the best they can do? Then they state it will take 45 min per phone and they close at 930 so they may not get both done.
Save time and frustration go to Best Buy across the street. They have multiples machines and don’t worry about the clock. Stay away from this Verizon store. Btw 4 staff on site with 5 customers and still waited this long. One staff members job was to sign people in… that was it!

Corporate Verizon leadership take note: It’s people like Son and Claudia (hope I got her name right) who make me stay with Verizon. About three weeks ago on a Friday night, I took a newly arrived LG G3 (covered within manufacturer’s warranty) to this store to get help transferring my contacts and data from old/​broken phone to new phone, It was a Friday night around 8:30pm or 9pm and the mall was about to close, but Verizon stayed open a bit later. As soon as I walked in, Son was delightful and attentive. He apologized profusely for the expected wait time (It was only 15 min!). Then Claudia came to assist me and she quickly and efficiently and with a PLEASANT attitude (she’s high energy in a good way!) transferred all my data (contacts/​numbers, photos, videos) from broken LG G3 to the new one. THEN she even looked at my family plan, discovered a phone that wasn’t upgraded yet, and saved me another $ 25 a month. On a Friday night as the store was closing, these two were as fresh as staff on a Saturday morning at opening! *THESE* are the people who sustain my loyalty. Not Verizon marketers who are tracking open/​click rates on ads and salespeople pushing hard to sell more stuff to consumers who don’t need it. Listen to my needs and solve my problems fast. *I LOVE Son and Claudia!!!* I am a busy working mom and when I left, they made me feel so cared for as a customer, I literally teared up a bit, because it’s honestly difficult to get service like that these days. I didn’t expect them to provide service AND be so energized and cheerful about doing so especially when what I needed was service that wasn’t going to bring them additional revenue. Verizon take note: it’s employees like these who retain your customers. Not pushy sales people who may show periodic spikes in sales lift, but no sustained revenue. When we need to upgrade new phones, I’m going to tell people to ONLY to go find these two staff members at Dulles Town Center Verizon.

Great service, had an issue with my Bluetooth set and while there wasn’t an exact replacement they were able to do an equal value exchange. Manny was the best! Very courteous and great service from phone call to in person. Highly recommend going to this location.

I would only recommend this store if you have an infinite amount of time to wait for an incompetent employee to «help» you. Very poorly run location.

This is about the Verizon Wireless at 22 000 Dulles Retail Plaza. I went there for a specific type phone, and they found it in stock. The manager SAID I could RETAIN my unlimited data plan by paying full price which I was willing to do. However the representative said cldnt select unlimited so I’d have to wait several days for a phone to be delivered. So I went to another Verizon – They didnt have in stock but said if I CALL Verizon, I can RETAIN unlimited data plan by paying full price for phone. So I called Verizon customer care– they told me just BUY the phone from a Verizon and call them back and they’, d Activate w/​my old unlimited data plan. So I visited 3^rd Verizon store – They had it in STOCK, but since old phone 3G and new phone 4G, he doubted computer system wld allow them to KEEP my plan w/​unlimited data. But They CALLED Verizon and did it FOR ME, as I waited, and he got it done. It was 945 PM. I’d spent since 4:30 on this effort. WHY DIDNT VERIZON STore at Dulles Retail PLaza TELL ME I could BUY it from THEM and carry it HOME to be Activated by calling Customer care? I lost my entire day! I highly recommend the Sterling store at Reston and at Dulles Town Center. Those folks were trained well.

I seriously had THE BEST experience at this store. Fariba helped me. I was extremely frustrated with my phone breaking the day after I was there for my husbands phone. Who wants to spend two days in a row in the store?! I was frustrated and quite frankly, emotional. Fariba was able to get the impossible approved! She got me an in-​store swap, which in all my years, I have never seen. I have always had to wait for a new phone. As a mom of 2 kids under 4, I was worried about being without a phone.
GREAT JOB FARIBA and team!!! We were considering switching to Sprint, but it is customer service like this that keeps us with you.

BUYER BEWARE! GET EVERYTHING IN WRITING AND READ BEFORE YOU SIGN ANYTHING!!!
This place is the worst. I agree with another writer on this location. The sales manager, she is the worst! I went in to pic up a new phone as directed by Verizon corporate, and left with it 5 hours later, and guess what? I got my phone bill and these LIARS told me the phone was free now I’m stuck with a phone that has a cracked screen and I have to pay 700.00 dollars for. They refuse to explain, Verizon corporate tells me it’s just «LIKE FREE»! how is it free if I’m paying for it??? No answer. This is the worst case of retail sales I have ever experienced. Verizon is really desperate if they have to manipulate and lie to people, sales must be down. I have consulted my attorney.

I had been having problems with my Samsung Galaxy S4. In less than 1 year I had to have it replaced 3 times because of the problems it was having. I was beyond pissed off when my 3^rd S4 started having problems again. I paid money for this POS, and Verizon’s customer service reps (although friendly, generally unhelpful) told me they couldn’t let me switch to a new phone unless I replaced my S4 6 times. That means transferring all of my contacts, pictures, etc 6 times. Reloading all of my apps, setting up all of my accounts, 6 TIMES! So I went into this store not expecting much, I was so peeved that I was going to have to spend more money on a new phone when I had only had mine for a year.
Well I was surprised. The store manager helped me out. She contacted corporate and was able to help me get an iPhone 6. She then set my family plan up with a deal they were running that would save us a bit of money, but give us extra data and unlimited minutes. I also got their bundle with a case, screen protector, car charger, and Bluetooth headset.
The only reason I didn’t give them 5 stars was because despite the fact that there were multiple employees on the floor not doing anything, it took about 20 minutes for someone to talk to me.

Worst Verizon store ever, 2 Times I came here recently and both times I waited close to 30 minutes after getting added to the queue before I left, I’m not typically impatient but the mere fact that there were probably like 5 customers in the store, 3 of which were like waiting with me and the store was FULLY STAFFED, ALL HANDS ON DECK. I’m talking like 4 people sitting behind the desk talking amongst each other, 1 greeter, a couple random employees here and there not sure what their position was, and like 2 salesmen on the floor selling to their customer. Who by the way are the slowest working guys I’ve ever seen. After about 20 minutes of waiting for either of these salemen to finish I was just about ready to swoop in and close the damn sale for them. I’m completely in awe as to how nobody here seems to be in any kind of hurry, repetitively I asked «how much longer» and all they can say is «you’re next, he’ll be with you shortly» I’M A HOT SALE, I know exactly what phone I want, here’s my account, give me my new monthly price, yes I’m aware of those charges, no I don’t want any accessories, no I don’t want a protection plan, no I don’t need anymore internet gb’s, no I don’t care about that deal, here’s my card anddd I’m OUT! A trainee can handle that, one of those kids you got sitting up front talking about a new bluetooth speaker can handle that. But for some crazy reason, you just won’t freaking let me. WHY? Why does the experience of a cell phone store have to be exactly like the damn DMV? all we’re missing is the row of chairs. Or maybe you could offer to text message me when my turn is up, maybe have it sent while the current customer is signing everything so by the time I get there the sales guy is ready? Nothing is more devastating than walking into this place and finding out you’re second in line. That really needs to be fixed. You guys have some employees with nice personalities shout out to the one girl that actually tried getting me some real answers on what was taking so long, didn’t get her name though, but whatever system you got going on between getting in queue, conducting a sale, and leaving happy is totally flawed and terribly slow.

BEWARE! IF YOU’RE PLANNING TO UPGRADE, READ THIS FIRST BEFORE YOU GO TO THIS STORE.
On October 1^st, me and my husband went to this store to inquire about terminating our account. Verizon has good wireless service but they cost too much and want to switch to AT & T. We went in there and spoke with Cheryll Asaad. She gave us a quick breakdown of the costs we will need to pay if we were to close the account. My husband started telling about some negative customer service that we encountered before at their Tyson’s Corner location. Cheryll was sympathetic.
Then she got down to her sales pitch. In short, she convinced us to stay on by giving us deals on the new iPhone 6 plus and adding 4GB to our 6GB data plan. So, we will get 10GB monthly for the same price. They also gave us $ 25 off per line for doing the edge upgrade.
While she was trying to do the upgrades on her computer, she was talking back and forth with Josh that day. Later she said that since they have a promotion going on, they are going to give us extra 2GB good for one year. So, that’s going to be 12GB a month. She was talking to me and my husband and looking back to Josh for agreement. After one year, it will go back to 10GB monthly. Fine. That’s a sweeter deal considering how much GB my husband uses up playing his games and watching shows on his phone.
We were there for a while because their system was so slow but we waited patiently. Before we left, she wrote down on a piece of paper our plan and costs and she even assured me that I should not be paying more than what I am currently paying now on our monthly bill. She said we can expect our new phones in the mail between now and the 31^st. Shipment dates are set for the 24^th so we should get ours by the 31^st. She changed our data plans already to 10GB while she was on the computer and I only found out when I went on our account online. So, I figured maybe the 2GB will be added when we get the phones and activate them? October 31^st went by and still no phones. I didn’t even see any updates in our account online. I went to Tyson’s to follow up and the guy said there’s been a lot of back orders and delays. He confirmed that our phones were supposed to ship out October 24 but now it’s been moved to November 7. He went into our account and he said it was odd that there are no updates or messages in thee to inform us of the status of our orders.
I got an email notification on November 6 saying that our orders were shipped out on November 4. We got our phones on November 7. A few days later, I wondered how or when we were going to get our extra 2GB. On November 13, I asked my husband to call Cheryll or anyone at this location and ask. He texted and then called me asking for details of our conversation with Cheryll re: the 2GB. He was there at the store when he called. He said that Cheryll does not recall having that conversation with us. She told my husband she didn’t promise any additional 2GB and that I must have «misspoken» because that promotion expired the day before we upgraded (September 30). I won’t be surprised if she doesn’t even remember our faces! Basically, she said we don’t have proof or evidence that she promised us extra 2GB so there’s nothing she can do. I told my husband to talk to the manager, Josh, who was there during the transaction. He and Cheryll were talking back and forth with each other then. The manager wasn’t there that day but he will be the next day. I would have gone there the next day but I had a family emergency that weekend. My husband called up Verizon’s customer service after he left the store and even the rep he spoke with said that even if it was «MISSPOKEN» they still could have given us the 2GB.
Thinking back I remember asking Cheryll to also write down the 2GB she promised while she was writing down the estimate for our monthly bill for me. She ignored that request or probably pretended not to hear me cause now she can use the excuse that I MISSPOKE. FIRST OF ALL, how could I have misspoken when I didn’t even know about the 2GB promo they have until she told us about it on October 1^st? And now she’s accusing me of lying just so she doesn’t have to give us the 2GB???
So, if you’re going to this location, stay away from Cheryll Asaad or make sure to have her write down everything she promises you or she’ll turn it around on you and say you’re a liar, too. Better yet, record a video! That should be enough evidence! She’ll say anything to close a deal/​transaction and then deny everything later on. I tried to call Josh last week but the lady who answered said he was busy and asked for my number so he can call me back. He never did.

I use this store primarily because it’s closest to my job. Never encountered a rude employee and i haven’t dealt with anyone trying to be pushy when it comes to selling me new things because when i walk in i know exactly what i want and tell whomever is helping me exactly what i want and i’m not interested in other things. Only issue i’ve ever had is that sometimes the wait can be a little much. Overall this is a good store.

If I could give this store zero stars I would. It is by far the least useful store I’ve ever walked into. The employees and managers are all incompetent and refuse to be of any assistance. They have poor attitudes and I really hope that Verizon shits this store down. I’m going elsewhere and I suggest others do the se.

I am always very pleased with the level of service I receive from this location. Sometimes I have to wait a while, but it is understandable considering how many people use their product. Will always takes good care of me. Thanks guys.

BEWARE: Someone here is selling old phones and contact info! Traded in my flip phone for an iphone about 2 years ago, and about a week ago I got SCAMMED by someone who had my old flip phone, my name, state I lived in, and all my contacts! They called and texted my contacts, asking for information and even posing as me in what I assume was an attempt to illicit information that would help them steal my identity. I know Verizon customer service is bad but I assumed that when I traded my phone in it would be recycled, not sold on the black market. I am so frustrated I felt this warranted my very first Unilocal review. AVOID this store because clearly they don’t hire honest employees!

On Friday, June 6, 2014, I had a great experience in this store for the 1^st time since it opened. I want to thank Cheryl Assad and Reggie Roark for all of their help and support. I had just been in there 2 weeks earlier and was told I was not eligible for an upgrade. I left and was ready to switch to AT&T but it would have cost $ 170 to break my contract. I have been with Verizon since 1997. anyway after talking to customer service on the phone, they found a way to get me the upgrade. A note was put on my acct so I went back on June 6^th
Reggie and Cheryl helped me and I was able to get into the Galaxy S5 which was better than I had expected. I want to thank them for all of their time and help.
Kara Moreau

Just left the Verizon store. Stood around for about 10 minutes. Several other customers standing around waiting also. Nobody in a hurry to help anybody. Great customer service. Finally got frustrated and left.