Verizon Wireless

Came last week and no one was able to help. Had to come back to upgrade my husband’s plan and switch my accounts. The clerk questioned our gift card (and his ability to accept a Visa gift card). The customer service staff was rude and explained the transfer of my phone to a different plan was impossible when I was out of contract. Had to circumvent the local store and deal with the corporate through a phone call WHILE in store. Worthless. Too bad they have the best coverage or I would’ve been out. Thank God I only upgrade when my phone completely ages out but I’ll go to a different Verizon next time. Perfectly grumpy way to spend a Sunday.

This location is incorrect. It is past the Fashion Square Mall. Colonial and Herndon is the actual location.

This store is terrible. All the main accessories are in the back. I came in just to pick up a pair of apple headphones for my iPhone. I was told I’d have to wait in line behind everyone purchasing plans/​phones so someone could help me. Something that should take 2 mins minimum takes 20 minimum… Will not go back.

I would honestly rather insert hot pokers under each of my fingernails than ever do business with this store (and at this point, Verizon) ever again. If I can spare one of you good readers the nonsense that we dealt with, this post will be a success.
Backstory: I have been a Verizon customer for 10 years and I convinced my girlfriend to switch from AT&T to join me on a joint plan. I originally called into My Verizon on November 30^th to find out if they would waive my girlfriend’s early termination fee from AT&T (it ended 3 weeks later and AT&T wanted $ 100). After being transferred from one department to another over the course of over 2 hours, I finally gave up and came to this store.
We arrived at the Colonial Verizon around 8p and spoke with an associate who we will call, Larry the Liar. Larry the Liar was actually very friendly, listened to what we needed and quickly got our phones… so far, so good! Before we started the transaction, we voiced 3 concerns: the $ 100 early termination fee from AT&T, the $ 35 activation fee and immediately getting our corporate discount. We explained that if these weren’t met, we would wait until my GF’s contract was up and get the phones then.
Guess what Larry said? He said that they could credit the bill $ 100, that the corporate discount would be no problem and that normally they couldn’t waive the activation fee but that he would «find a way» to get rid of it.
As he set up our phones, we joked and talked college football. He also said I had a free screen protector upgrade. SWEET! I’m thinking this is a pretty great mobile-​purchasing-​experience.
But remember that Larry is a liar. Here is where it get’s messy…
By the end of the transaction, the store had closed. After paying and walking out the front door, my GF decided to reconfirm with Larry our big three again, which were: the $ 100 discount, the activation fee and the corporate discount. Larry got a deer-​in-​the-​headlights look and only said to call the next day for the corporate discount. I asked about the $ 100 termination credit and activation credit and Larry fell apart. He tried to explain that we got the screen protectors instead of the $ 100 discount and that he «didn’t find a way» to lose the activation fee.
Huh?
So I’m guessing his plan was to sell us the phones, hurry us out the door and hope we wouldn’t notice the $ 130 in credits he promised because he gave us $ 5 worth of screen protectors? He literally lied to our faces, which is a disgusting way to do business, and made me feel like I got completely taken advantage of. Total scumbag. It was late and we were FURIOUS so we shelved this issues until the morning.
Next morning: The manager, who we will call Awkward Andy, called me around 11a. I explained the situation and he didn’t even try to fake compassion, which made the conversation super awkward. He told me that there’s no way to authorize a $ 100 credit and the best he could do was a 10% discount, per line, that would, over a year, equal to $ 100. Not ideal in any way but I had hoped to put this whole nightmare behind me.
We called for the 27% corporate discount the next day. The account had to be in my girlfriend’s name and it takes 30 days for that to happen which means no discount on her first bill. Larry told us that we could quickly swap owners which was completely inaccurate.
I think it’s pretty well known that the mobile phone industry uses predatory sales tactics but when I am lied to, there is a big problem with either the store or the company or both. Judging by interactions with My Verizon, I would say that this is a company-​issue. If you stick with Verizon as a carrier, make sure you go over everything with a fine-​toothed comb and if you decide to roll the dice and go to the Colonial Verizon, may God help you!

The service here has been hit or miss. Overall I like Verizon so there is the reason for the 3 stars. It seems like they go through staff pretty often. There is always new people here. That’s okay but the service has gone down in the past 3 years. I wish I could give you specifics but it’s a general malaise. the person helping us, Louis, was rushing us and I was trying to find out about the iphone 6. He talked about changing plans but really didn’t look at the way we were currently using the plan. I do not text or take photos on my phone but he was trying to sell me this huge MB phone plan. We ended up switching and I’m not so sure it was the best thing.

Lewis/​Louis provided unsatisfactory customer service in my attempts to procure a new iphone 6. If commission isn’t involved maybe he’s just not interested in helping people.
I do not recommend going to this location. Frankie at the authorized retailer cellular store on Orlando ave was much more helpful.

not my first experience here… have never had a problem at this location!
called here and spoke with matthew. he walked me through a new phone set up when i had told him that i had been to a verizon dealer who wouldn’t do it/​wanted to charge me. he got me all set up with out ever having to set foot in the store! everything was set and i was operational again within about 5 minutes. thanks for the great service dude.

My wife’s new phone (one week old) did not work properly, but they demanded a restocking fee to replace it. She asked for the black model of the new phone. They tried to give us the white one. He says «oh sorry we don’t have that now.» Perhaps we will have to consider tmobile’s current buyout offer.

I received horrible customer service at this location. I went in during my upgrade period to renew my contract and upgrade and was told that my upgrade wasn’t available. After a lot of back and forth (literally back and forth to my house to get a receipt to prove when I purchased my phone 2years ago and provide my contract that luckily my husband kept), the assistant manager stated that someone had «messed up» my account, that he couldn’t do anything, and that I had to contact customer service if I wanted to «get out of» paying full price for the phone. We asked if he could at least put a note on our account stating that we had brought in our contract and receipt, which he agreed to do — but came to find out he never did.
If the management at this store is this unprofessional, I worry about the rest of the staff.

This Verizon store is GREAT and Alex that works here is even better! He helped me and my mom so much with getting her new phone. He explained the pros and cons of all the phones we had asked about, and answered all our questions without the slightest hit of annoyance. He was extremely patient with us, and didn’t pressure us into anything at all. You can tell that he is just a really nice guy in general. (Verizon boss… he needs a raise!)
We had come in the day before the new iphone4s came out, and just so happened that my mom was thinking of switching from the droid to an iphone. Once she decided to wait for the new iphone4s to come out, instead of buying the older version, Alex suggested that he could bill the account in the morning before the store opened, that way a phone would be guaranteed and we would not have to wait. Not only did he bill the account, he sent a text message when everything was ready for us to come it.
Every other employee at the store seemed really nice, and very attentive to the other customers. Definitely my Verizon store of choice!

While my original review was not about this particular store, but Verizon Wireless in general, I have been to this particular store and they do offer top notch A1 service… you need Verizon equipment, this is THE place to go. As for Wireless City and the Global Warranty Group who both promised to get back to me before 5 p.m. on Friday of last week, I have yet to hear from either of them… maybe I’m only imagining they exist and I paid them big bucks, or maybe they are just lousy companies to deal with.

I know that most of us are familiar with the various phone service providers out there, and that we all have varying needs as far as minutes, texting, and camera options go. So I will spare you the details of my new phone plan, and the wide variety of phones they have to choose from.
But I do want to comment on the excellent customer service I received today while visiting this Verizon store on Colonial. Not only was I greeted right away, despite the other customers who were there before me, but I was taken care of pretty quickly and by someone who was simply nice and helpful. The associate went above and beyond and took care of things for me that I would have had to do myself with much more frustration I’m sure. He even offered that this store was known for being «a nice store.» In other words, they all subscribe to the idea that going the extra mile will pay off in the long run.
Thus, a dreaded errand for me turned into a pleasant encounter. So if you use Verizon and need something done, changed or fixed, I would have no qualms about sending you to this location.