My experience here was absolutely wonderful. They were super busy and had a line out the door. I was able to get the upgrades for me and my husband without feeling rushed. I was happy when I left. The sales rep that assisted me was extremely nice and was able to show me all the options so I could make the best decision.

There are certainly other authorized Verizon retailers in the area, I would strongly recommend going to any of them except for this one if you would like a good experience. Below are just a few of the many issues I encountered at this retailer.1) There is always an excessively long wait.2) They rarely answered the phone when we were trying to reach them.3) I recently changed carriers to Verizon and needed my old phones contents to be transfered over to a new one; the transfer was completed once I arrived home, but come to find none of my personal files or text messages were transferred over.4) When I went back to the store to inquire about it, Ahmad proceded to tell me how many years of experience hes had working for Verizon, as to why hes so detailed oriented and knowledgeable.When I asked what could be done to fix the issues of my old phones contents not transferring over to my new phone, Ahmad further explained that I can find videos on YouTube on how to manufacture reset my phone and re-transfer all my files. Knowing that I had just gotten the phone and a new plan three days prior and paid for the set-up fee, Ahmad could have helped if he wanted, but he chose not to. I am pretty sure there are videos on YouTube that also teaches how to provide better customer service and not make your customers feel taken advantage of.5) If it wasnt for the better customer service I received when I called Verizon Tech Support, I would have certainly returned the phone and cancelled the plan all together. Like they said, its people like that on the retail stores that give a bad name to Verizon.6) If there was a -5 Stars, that is what I would actually rate my experience at this retailer.Feel free to proceed at your own discretion. I am sure not everyone will have the same experience as I did depending on who they work with. But as a business owner myself, I have understood quickly how important it is to make your customers feel valued, and what I have explained above is not the way to do it.

One of the worst experiences Ive ever had.I waited over 45 minutes and left before I was helped. There was no one in line in front of me. Employees were either sitting with someone as data was being transferred between phones or milling about aimlessly. I watched one employee take 20 minutes to figure out a bill discrepancy, only the person complaining had every invoice and a note book with every bill. It took him 20 minutes to realize the autopay discount wasnt applied.Every interaction was a clear inconvenience for them. Go anywhere else.

The entire crew was amazingly helpful. Alex was so attentive and courteous. Watching the other guy remind the elderly customer that he had bought the phone because he lost his old phone only to find out in his pajama pants was priceless. These guys are diamonds in the rough. Alex texted to make sure we had gotten our router connected was so thoughtful. Hes incredible interesting, not surprised to see hes a lefty. Highly recommend this location.

Luis is the best! He did a great job on helping us with our phones and services. Thanks!

I was helped by Jason Carrasquillo. There isn’t enough good things I could say about him! He truly cares about the customer land went above and beyond for me! This has been the easiest most smooth transition to a new phone. I am so thankful for all he did!

Luis did an amazing job of getting us switched to Verizon and getting three new phones and an Apple watch up and running in no time! He went far above and beyond to meet each and every one of our needs; so pleased with this experience.

Alex was so nice and patient amd knowledgeable about the different phones and accessories.

Zachary B., an employee at this location, was extremely helpful to me. I needed to get new service for my phone, and he was patient and thorough in explaining my options, answering my questions, and walking me through the process.I am extremely happy with my Verizon experience, and it is thanks to Zachary B.

This is the busiest store so far I saw. But the representatives are so friendly and very well communicative. Thanks

Zachary is great asset for the company. He provided great service and explained all our questions patiently with smile. Thank you so much Zach.

Ahmad was extremely helpful and kind. We got exactly what we wanted and more! He was so friendly and had lots of experience!

Sully was very helpful and made sure I saved money. He acknowledged that I was a loyal customer which is huge because in that moment I did not feel like a number. The things he did that made my experience great was that he tried to resolve my issue before going straight to a sale, then he told me my options to upgrade, and after he explained the billing so I can know what to expect. I felt like he went through every step of his training and then added his personality. Great guy!

Awesome staff. They handle long lines very well and handle problems even better.I had an odd problem when trying to upgrade my plan and phone online so I figured an in person solution would be my only option. The knowledgeable crew member was able to set me up with a new plan and a new phone right away after figuring it out with customer service for me. She hooked me up with a case and installed my screen protector flawlessly. Needless to say I’ll be coming back for my next upgrade.

Great location and excellent service here! Absolutely terrific customer experience. I’ll be back.

Sully is the man hooked it up and took a valued customer away from T-Mobile promote the man! As he knows what taking care of a customer truly does!

I have not typically loved my visits to the Verizon store but this was a big exception. I went in for a long overdue and amply procrastinated smartphone upgrade. I had not stepped inside the store in years. What a change!** I did not feel rushed and instead, felt well taken care of—every cost concern I had was thoughtfully addressed and then some—in a great way. I’m amazed. Plus! My monthly bill from now on will be ~$30 *less* than before. (If I waited a day, that fact would probably come first, but I’m still awe struck over the splendid customer service.) (**For the record, my previous experiences weren’t bad; they were fine. But they felt like the chore that they were. This last visit, I had fun! What a happy surprise!)

He was just perfect. Very informative and already knew what I needed when I came in without any sort of appointment.

Here is the situation. Went in to ask a simple question about how to upgrade a phone and the person who was supposed to help was not very helpful at all and had a bad attitude. I would not recommend this location to anyone who is looking for great customer service.

Our experience with Zachary Bell at Verizon, Fair Oaks Mall, was amazing. I can’t recall having such a thorough customer service experience. He was incredibly knowledgeable, courteous, personable and provided stellar service. I purchased an iPhone 12 and thanks to Zachary’s expertise, I got a fantastic deal on my old phone during Verizon’s April sale. He also gave us discounts for which we did not know we were eligible. He reviewed our entire account while we were there. Kudos Zachary!

Alex Travis was amazing! He was patient explaining all of the Fios deals and features and made sure that I received the best discounts.

Great service! Professional, and worked quickly

Kevin explained things well and went above and beyond our expectations. We were very pleased with our shopping experience.

Ahmad was very knowledgeable and helpful. He took his time to explain different options to us and did not pressure us to buy options we did not want. I would gladly use his services again.

I worked with Alex T. today to assess my new home situation for installing Fios gigabit Internet now and TV later, then opening a new account and arranging for on-site tech service to improve the existing cabling. Alex was the best! He was very knowledgeable and personable, and he took the time to answer my questions and make sure every step of the process was properly completed. Id give him more than 5 stars if I could. I havent use Verizon before for Internet or TV, but after my experience today I think Im going to be happy I switched. Big thanks to Alex T.!

Recently swapped from AT&T to Verizon. Hajer was the one to help me out and she single handled restored my faith in Verizons customer support. She went beyond the call of duty to help both my mother and I save money and find what we were looking for.She took time out of her day to call me when no one asked her to, so that Id have the information to better myself with Verizon. Can not believe a worker would take time out of their day to help me to the degree that she did. Will definitely be going to this location again to get my devices from now on.

We were told at a McLean store to return our cable boxes at this location. They gave us a sheet with the address and the hours which state it closes at 7 pm eastern on sundays. We got here just after 5 not knowing that the store apparently closes at 5 now. So the staff sort of rudely let us wait for a good 15-20 min before telling us we have to come the next day. 😕 saw a few other people get turned away today as well. Mean staff on here

Always my go-to place for phone issues (even tho Other places are closer) as they are very knowledgeable

We had a heavy lift of things to do, 4 new phones, a transfer of a number rand new to the US after a number of years. Robert provided excellent service and was very patient through all the challenges. Great service all around.

Zack was exceptional!Very articulate, knowledgeable and professionalPleasure to work with him!Highly recommend!

Everyone was very friendly and welcoming. I got in and out quickly, and Hajer was very helpful and I felt in the loop and informed.

Kevin was professional, very patient explaining our options. I didn’t feel pressure, he was knowledgeable on all products. Only bummer, item not in stock and had to be ordered.

Great support! Shawaiz was helpful, hardworking, and patient. He went out of his way to make sure he met our needs! He was flexible to help us get it done while we had to manage our newborn!

Harry was very efficient and totally looked after my needs. He understood what worked best for my family and very friendly! Will refer! He’s awesome!!

So I went in not expecting anything really above and beyond but wow was I wrong ! I realized, after my visit into this Verizon store that you could still create a memorable experience without compromising on time ! They were very efficient especially Zach who was not only a pleasant person to talk to but seemed genuinely excited and concerned with my issues and happy that he could help me ! And I was assisted in nearly every way imaginable - not only did I receive great customer service it was not as time consuming as when I typically go !Thanks so much everyone who made my day there,Kat

I received terrible service. I tried calling more than a dozen times. The answering machine was constantly full. The two times I did get though, I was told I would get a call back and left my number. No one called me back. When I did reach my customer service attendant, he said he was busy and to call him again tomorrow on another number. Have tried calling that other number 4 times with no answering. I have several questions about my plan and the huge charges on it, as well as the promised service of Hulu, ESPN, and Disney, but no one can be reached,

Hajer is an exceptional employee. She is knowledgeable quick charming and effective.

Everything was perfect. We got exactly what we needed at a great price and our helper was knowledgeable, friendly, and professional. Thank you so so much, Andrew!

Luis is the man. Got me in and out in good time with everything I needed Mike, Kevin and Brandon are also very helpful. Talk to any of them if you need help!

Alex Travis and Nick Richardson went over and above for me. I could not wait to switch my home services to FIOS after years of anticipation. The process at the store was very streamlined and the install is set for this upcoming week. I highly recommend this location. I appreciate you guys!!

Suli was an amazing help!! Got us a great rate and new phones too. Will definitely go back!

Noor and Andrew were very patient, polite, friendly and professional while helping me with my cell phone related questions and needsI recommend them both to anybody

Zachary was so knowledgeable, professional, and helpful. He demonstrated deep expertise about various products including features, setup, and data transfer. His ability to multi task is simply impressive. While he assisted me and my husband with several purchases, he interfaced with backoffice staff (regarding our account) and adjusted our service plan. In addition and in the nicest and easy-going way possible, he trained us and other associates in processes, products, and features. Zach is awesome.

This is a very well run and professional store. I had to take back some FIOS equipment and when i arrived, there was a line of about 20 people. the staff was communicating with the folks in line and finding out what they were there for. Once in the store, the drop off was quick and easy. not too many retail experiences these days are good, but this was was great

Sales person was very helpful and was competent in fulfilling my requests. Good experience.

I recently lost my wife to cancer and needed to update my accounts with Verizon. It was, to say the least, complicated due to factors not associated with Verizon. Zachary was a godsend. He guided me through my options and, in the process, saved me a ton of money. I was not expecting this. Zachary was incredibly knowledgeable of the options and very professional in presenting them, and was very personable at the same time. Give that man a raise and a bonus. Employees with his skills are rare.

After being stood up by Verizon’s installer I came to the store expecting to get some help. To be fair, I had decent experiences here previously. However, this day was significantly different. After getting there at 8:20pm, I waited patiently while other customers that came after me were helped. I mentioned I was also waiting and the lady made it clear that this was it going to go well by saying, “How was I supposed to know.” Not the start of a good interaction. When I came to the counter I started explaining my situation and she cut me off twice saying, “What is it you expect me to do?” ... “and we are closing anyway.” I pointed out that it was 8:50pm and there were plenty of customers in the store besides me. She still hadn’t pulled up my account or asked for any information to either see the issue or look for solutions. She was dismissive when I tried to again explain my issue and said, “there’s nothing we can do”. Still hadn’t asked for my phone number, account number or address... it was the last straw. I can’t see how the installer services, the 1-855 customer services AND the in person store can all be upside down. More than just a terrible experience. Hours of time and missed work to just get dismissed. I hope Verizon can fix it...there’s a lot to address.

Had a great experience going in to get a new phone and update my plan. Sara was exceptional throughout the process. She was patient, knowledgeable, and clearly communicated my options. Even followed up later via text to ensure everything was working the way it was supposed to. Saras customer service was above and beyond in every way. Thank you!

I normally don’t write anything online but I had to do this. Riyad, staff member at this store did phenomenal job! I asked to get help for trade in my old phone, he helped resetting,printing out label, and packed it for me! I will always go back to this location because they have an excellent customer service!

Andrew was fantastic with great customer service. He was very professional and extremely patient. It was a joyous experience on helping us getting a new phone and setting our account. When ever we are in the mall passing Verizon, we will always think of Andrew.

Excellent customer focus. Explained everything g so I understood. Baker and Nora worked hard to save me money. I really appreciate the attention they gave me.

Mike is an expert at his job. Patient and kind as I try to sort out a phone plan after a death.

Kevin and the store manager (I didn’t catch his name) were both extremely helpful when I was at the store getting an issue resolved for my WiFi setup. They were both very forthcoming and did not attempt to convince me to buy a more expensive system than what I actually needed. They also offered a lot of advice for getting my system set up properly and how to get any additional issues resolved. I appreciated their help very much. I will be returning to this store for all of my future Verizon needs.

Andrew is probably in the Fair Oaks store more than anyone and has been there forever. I stopped to get a new phone months ago and there was a problem with inventory. Now months later, I stop in and Andrew recognizes me (with a mask,,!) asks how my wife is doing, asks about our store, and gets me all set up in no time. Good store, great Andrew!

BUYERS BEWARE: this is not a Verizon corporate store but rather an authorized retailer (although you would never know that walking in). They will charge you extra fees that a Verizon corporate store will not, such as a set up fee of $25 to transfer your old phone to a new one, and they will charge you “taxes” on your trade-in phone even though trade-ins are exempt from Virginia sales tax.To make it worse; they will not tell you about any of these extra fees until they have done all the phone transfers, deleted your old data and are set to pay, then what should have been a menial charge turns into something much bigger.In addition, I was presented with three phones as part of the trade-in but was never told that two of the phones would cost more so I am now getting charged the difference in my monthly bills (luckily corporate Verizon customer service is great and has agreed to credit me the difference).If you want an honest Verizon experience go to a corporate store, not this authorized retailer. Corporate stores are in Tyson’s and Reston. I will not be back to this location ever again.

Two other stores said you could drop off your wifi box here. You cannot. This is the third store I have visited trying to return my equipment.

Terrific service, great knowledge, able to set up quickly w everything needed

Hejar was first-rate in terms of her professionalism and knowledge of the process. She was kind, and helped me access every benefit available to me in the transaction. She didn’t pretend to know anything she didn’t, and found help when she needed to, all the while keeping the interaction within a reasonable period of time. More than that, the whole store gave me the impression that they were anxious to help customers. I didn’t plan to buy the phone today. I did because I was well taken care of, so thank you!!

Little wait time. Sully was able to call and make sure I was getting appropriate discounts. A very pleasant experience.

We were helped by Riyad to trade in my old iPhone for the newest one. Riyad was very helpful and explained everything very well. We also got a great trade in deal.

Zach was amazing and helped me out with great enthusiasm. Great store.

Staff was very friendly and helpful ! Its a good location.

Luis Went above and beyond to make sure we had the phones we wanted. Not by just looking in the backroom, but by calling other store to make sure they had the color of the phone I wanted and the gigs I wanted to get for my moms phone. Was patient and assisted us in everything he could from beginning to end without rushing us to leave. Thank you again he was of great help.

Dont waste your time trying to call this location because you can only leave a message and the inbox is full. For a business dealing in cellular services this is just embarrassing.(Edit: someone left a review here 2 weeks ago w/ the exact same issue, and instead of fixing the issue the business simply provided him with an alternate number to call - spoiler alert: calling corporate Russell Cellular for help will take longer than it would to just go to a corporate Verizon store)

Wow the team is so amazing! I was in and out by far the best Verizon store I even been to!

The wait wasnt bad and the line for assistance moved quickly. Staff was very friendly and helpful

Trying to call and not able to leave voicemail. Not a good thing for a phone store.Got to the store and waited over two hours for service. The Verizon IT was slow and not letting the CS people do their job. The guy in there didn’t have a clue and kept interrupting the other person for help. NOVA has poor customer service in general. But this place is the worst I have come across in 10yrs. Seriously sort it out.

I switched over to Verizon today after 19.5 years with another carrier. Hajer made the experience easy and enjoyable for me. She was very knowledgeable, took her time with me, and made me feel appreciated as a customer. I feel great about my experience and highly recommend VZ, the Fair Oaks store, and especially Hajer

Kevin C. assisted us with our upgrades. He was very knowledgeable on the products and provided excellent service.

The place was so slow that there was a long line for a simple 2 min from off. When I spoke to someone at the store, the person was just plain rude and said everyone is with the customer. Theres definitely something wrong with the service of things are taking so long with simple things.

The staff that I interacted with were really friendly and helpful. Been having phone issues for weeks but these guys were straightforward, which was a nice change of pace from some of the other stores Ive been to.Seems like they take Covid precautions pretty seriously here which is much appreciated. Only a few people let in at a time, and the guy who helped me was wearing masks *and* gloves. You rock, guys.

Theyre there when my Verizon equipment breaks down and I need help. Very friendly and fast!

The wait was a little long, but they are practicing social distancing so ... Giving 5 stars for the reps professionalism and that they accept Fios equipment returns 😁

Had a great experience! Will was super helpful and took care of all of my needs to make sure moving my services between addresses was as easy as possible for my upcoming move.

Jason was very helpful. Very knowledgeable and experienced. He made our experience very quick and pleasant. Thank you Jason.

Very helpful staff but relatively long wait for cell phone service support

Never been to the store but the customer service agent Alex was great helping the phone. Set me up with service and great tips. Nice guy with a lot of patience!

I had quite a pleasant experience at the Verizon store... had to visit to swap a broken cable box. The store is spacious & modern with comfy seating while waiting.. Which i did not have to do. I walked right up to the counter & was helped immediately. As i fumbled in my phone for the ticket number i was given on the phone, i was told it was not necessary. 2 minutes later, i had a new box.. and a handy cloth verizon bag!The only part i didnt like was having to drive 40 minutes from leesburg. Seems there should be at least one store in loudoun that handles cable boxes!

The store never answer the phone the voicemail box is full all the time and never return phone calls that’s horrible customer service. I’ve left three messages no response in a week this is not how you treat customers I don’t care how busy you are you pick up the phone at least and say we are extremely busy right now can I get back to you something to that effectIt does reflect your service!! I work for Tmobile an out stores at least answer the phones!!!

Zachary is by far one of the best customer service representatives at a Verizon wireless store that I’ve ever encountered. He would be an asset to any sales team.

Poorly run and managed does not begin to describe how bad this place is.

Very friendly staff that made sure my issues were resolved. Hajer was especially helpful. Definitely one of the better Verizon stores I’ve been to.

Sully was very nice and was very patient with us and answered all our questions and we had a lot of questions. Very impressed with the service

Service was really really good. took a little longer than i expected though

Harrison was amazing, efficient friendly thorough. 5 stars for Harrison!!

Wonderful experience. Quickly helped me with my account. Very pleased with services

Zachary Bell was an amazing Service Rep at Verizon. It was quick and easy to upgrade my phone and gave me the best deal and service!

Someone met us at the door and directed us to the proper line. Since we were there for our fios account, there was no one in line. We were seen immediately.The techs (2) were great. I came prepared with my billing statements (yes multiples) and wanted to know why our account keeps going up and we have not changed a thing.We got some straight answers, which was very refreshing and very much appreciated. We did not leave with everything we expected but armed with a phone number and some very helpful information.

Will Beard took care of us in every way. He took the extra time to get everything done right. He followed up the next day to walk us through the process to get the discounts and answered questions we had.

We had a complicated series of requests which were handled with professional care/know-how and excellent customer service! We were not only satisfied but impressed, thanks Verizon.

Zach was the best. He went above and beyond in explaining our options and showed exemplary patience with our questions. Top notch. Thanks.

Louis and the other rep (sorry, I don’t remember his name( were excellent, great customer service. They helped me switch my phone service from AT&T and saved me a bunch of money, too! I wish all my retail experiences were as good as this one!

Alex was great to work with! He helped me exchange my old FIOS box and get my mobile phone upgraded in a fairly reasonable amount of time. Service was quick, attentive and knowledgeable.

Awesome help buying the best phone for me and plan. She spent hours setting up EVERYTHING I needed for me!

Very long wait because they seem to be short staffed often and not very many phones on display. But excellent service from the staff.

This is fraud store this is not a real Verizon Store. I returned the Verizon Fios Gateway router back in December 2020 at this location. I am still being charged with for it, 5 months after. I was told not worry about the future rental charges; they will adjust the billing in their system. There is no system in the background, Verizon Inc should stop giving their name to such places. Please be aware go to a real Verizon Store they are fraud and will end up costing you upwards of $300.00.

Very helpful employees and Harry did a great job and we got a good price on 2 phone upgrades.

Mr. Luis is very professional and an excellent technician. He was very patient and innovative today in expediting my purchase of a phone.

Brandon was awesome! He went above and beyond to help me make a smooth transition between phones!

We wanted to change our verizon plan and see the options we had and Ken was so helpful in answering our questions and was on top of everything. this guy is an all star amazing employee and he deserves recognition. really nice guy