The manager Roberto ensures to sabotage others employees attempt at service recovery. Today, I visited this store and left without the original issue being solved. I was being helped by another team member whom then approached his manager, Roberto, for assistance. Roberto’s attitude escalated the situation. He was confrontational, rude, and dismissive. Even after it was clearly established that the transaction completed back in July was processed incorrectly by the Verizon store representative, he went above and beyond to have a rebuttal as to why the transaction was done incorrectly. He highlighted that he could not confirm that I had inquired about the correct deal as he had “not been present during the transaction “. Yet, he had forgotten he had assisted with the sale and became upset when I reminded him of that. A 2 hour ordeal with no results was then resolved with a 15 minute phone call to the customer service line. A manager should be ethical, friendly and a problem solver. Roberto, possesses none of these skills.

Customer service is very good. James and Francisco are they best their quick and easy too work with !

Typically takes more time to respond and information provided by staff is very limited.

Great customer without the extra hassle of someone trying to sell you something you dont need.

Personnel were polite and helpful. Solved my problem easily and quickly.

With all the negative reviews regarding customer service youd think the scripted apology for bad service would have changed by now. I have a novel idea. Bring in a professional to train your staff on customer service skills.I live 5 minutes away from this store and in 10 years have had one positive experience. Disgraceful I have to go to the Rio or Frederick. Just close the store since it is so inefficient.Staff at the store act as if youre invisible. Rather then acknowledge your presence they let you wait for over a half an hour while they conversate rather than take 5 minutes to say hello, Ill be with you, or do you have an appointment, or make an appointment on line while youre waiting. Its not rocket science. Just disrespectful of people, their time and as a Verizon customer.Have customers take a number and be met by more respectful staff.. I havent seen respectful sales people at this store in over 2 years. Bad customer service is bad business. Sooner or later it catches up with you.

Update to my previous review below from Aug 2021:20Sep21:After I posted the below review, I received a call from the investigator who responded to my previous review, and after I explained the whole issue to him in detail, he mentioned that I will make a note in the system, and we will provide you 3 months payment as a credit for the inconvenience caused. The due date for payment was yesterday and no funds were added to my account. The store manager, Roberto, called after and kept asking why I posted a trash review when he already promised me that he will add 3 months funds to my account on due date, because of the inconvenience caused by employee, James. At the end of a long call, he requested me to text him on the day of the payment due date to remind him to add credit, and he ignores my texts (snips of text attached).THIS IS THE WORST VERIZON COORPORATE STORE EVER!!!! THEY MAKE FAKE PROMISES FOR THE SCREW UP THAT THEIR EMPLOYEE CAUSED. I CALLED THE CUSTOMER SERVICE TO COMPLAIN AND THEY SAID THEY I HAVE TO STOP BY THE STORE AS THE STORE MANAGER, ROBERTO, PROMISED THIS. WHAT A NIGHTMARE IT HAS BEEN SINCE I TRANSITIONED TO VERIZON LAST MONTH! HORRIBLE!!!!!AUG 2021:WORST STORE EVER!!!!! INCOMPETENT STAFF!!!! INCONSIDERATE STORE MANAGERS!!!!!!! WISH I COULD GIVE -0 STARS!!! THE EMPLOYEE JAMES GAVE US HIS PHONE NUMBER DUE TO THE INCONVENIENCE HE CAUSED AND STARTED TO IGNORE OUR MESSAGES!!! WE SPENT 20 HOURS WITH VERIZON THIS WEEK AND OUR ISSUE IS STILL UNRESOLVED.

No help except to give me a number to call for two account mergers. Rep said that they dont have the authorization to do the request. I suppose the Verizon store are only store to sell you. I do remember Verizon store at one time did all that involved customers. Heres the phone after payment and your own your own.

Just visited this store for a pick up order. I selected the “meet with associate” option at pick up and I’m glad I did! Guill walked us through activating our phones at home and gave us very insightful information that showed he cared about getting us the best deal. Excellent customer service. Hopefully I don’t have to come back with issues, but glad to know I can expect great service if I do.

People that know their stuff they take care of any issues you do have

Went there with a friend that had Verizon. I have Tmobile and I love their service.

Not customer friendly, no promotions for long time customers, finally convinced my to leave Verizon

Employees were attentiveness immediately

Incompetent staff. Bye bye Verizon, you just lost a customer since 1999.

Good customer service....🙂🌻

The customer service here is much better than at the Germantown location. I received exceptional customer service today from the Verizon rep (I did not get his name, but per receipt - canizch). The rep helped me out today with upgrading my phone was very patient and answered all my questions and even went as far as printing out our plan to better show us details on our plan. He never once showed frustration with anything I asked (compared to the Germantown location). It also helped that he was bilingual. It is reps like him who keep stores in business! Keep up the great work!

Really bad service, I was waiting for almost 30 minutes with nobody taking care of customers

Ive been here previously to buy new phones. They always try to upsell and oversell regardless of what I tell them Im there for.Im looking currently to buy a new phone. I called the store to simply try to get information. The first time, it was busy. I waited about 20 minutes and tried again.I got through the second time, but had to go through a long automated announcement. I finally managed to get a menu for the store. I waited two minutes and no one picked up the phone.The entire call lasted 5:00 minutes. I got tired of waiting.

They literally never help with anything, I prefer other locations.

Fast goid service..nice stock prople friendly..clean and nice environment

Customer service was terrible

Decent customer service for all your cellular needs! Good recommendation on my book!

I am satisfied with their service

Good people

Does not honor appointment times.

Very helpful and knowledgeable associates

Good service

Actually very good. There were only 2 employees and they managed to take care of 10+ costumers. Well done Verizon. I had to wait for a little but it was definitely worth.

Customer service was good found a good alternative for exchanging my phone and I had my new phone the next day.

Prompt, friendly, informative. The rep (Roberto) even went out of his way and provided a print out on how to transfer info from phone to phone -- which was the reason for my visit. Ill be revisiting this location. Thanks!

Spent two hours in the thinking of replacing possible 2 phones but due to computer issues came home with nothing.

Are there ANY Verizon stores with fast service? At least the staff was helpful and if you order online its easy to pick up. Good selection of phone covers and cases too.

I absolutely hate shopping for new phones... But the staff here knows the ins and outs. Joseph is the best, I can come in anytime and get help with the simplest or hardest things. Ty for helping choose whats best for my wallet and picture quality.

We visited Verizon to get an update to our plan. We were completely satisfied with our visit. The representative was very helpful and courteous. Thanks

I had great customer service here yesterday. It was busy and had to wait a few minutes to talk to someone, by after that I was in and out. My screen protector broke, but it did its job and protected my actual phone. He said Id usually have to go to zagg to get a free replacement but he said hed make an exception and help me out. I wish I remembered the employees name because he was very sweet and helpful.

Horrible service, incorrectly did the procedure we wanted, ended up messing everything up for our account.We ended up paying even more as well!I dislike Verizon so much now.

Stopped by the Gaithersburg Square Verizon store to get help synching my android with my Versa. Really didnt expect them to be able to help. But happy to say that one of the technicians, Yennifer, spent some time and was able to get me paired again. Everything seems to be working. Really appreciate the help and expertise she provided.

They could increase their urgency to greet customers as they arrive.

The store is nice and the Reps are very knowledgeable.

The management of the store has really revamped this location. I switched to AT&T back in 2007 do to poor customer service but in 2012 this location seemed much more helpful and inclined to do more for their customers than the AT&T store located in the same shopping plaza, so i switched back to Verizon.The staff here is polite, courteous, and habitually greets you at the door. Ask for Elwood if you want a superior experience with Verizon.

Ignorant and unfriendly. I had to talk with Joe, shorter white guy with matted hair and Ive never felt so disrespected as a customer. I was going in to upgrade my phone and he literally stared at me without a smile when I would ask something. One word responses and it seemed like he wanted me to leave.I cant back about two weeks later with my brother, sister, and dad. We were looking to buy new phones and change plans. He was equally rude to everyone in my family and extremely unhelpful. Wouldnt expound on any of our questions and told us there was nothing he could do when we asked about new plan extensions and simple stuff. Keep in mind my family has all worked retail and we are the nicest people to deal with, but this guy and store angered everyone within 5 minutes. We left and went to the Frederick store where we had an amazing experience. I wouldnt even go to this store to buy a charger.

There were two employees working when I went in today. One of them was helping a customer and the other was standing behind the counter having a personal conversation with who looked to be a vendor of some kind. I stood by the counter for about 15 minutes and when nobody once acknowledged my existence, I left.

While it does sadden me to write negatively about anything, I feel a need to get this off my chest and warn whoever seeks out help from this specific Verizon store. Disclaimer: I do not know the employees of this store, but their customer service skills are alarmingly inexistent for the reasons I am about to share with you all. I also am a new Verizon customer.Allow me to preface the situation by sharing with everyone the fact that I have a flight to catch tomorrow morning and will be out of the country for 60 days. For those of you who have traveled before, you know how stressful it is to pack and try your absolute best to remember every single thing. Inevitably, with all the stress of packing for my backpacking trip, preparing itineraries, and so much more over the course of the past couple weeks, I completely forgot to purchase an adapter to be able to charge my phone while traveling across Europe. Additionally, I need to sign a friend up as a manager under my account because we share this specific account. He needs to have access to pay his bill, etc. while I will be out of the country. I could not do so over the phone, I could not do so online, so I had to go in-store to take care of this matter. Lastly, my phone had died and I was awaiting my ride to come pick me up around 9 p.m.The time was 08:03 p.m. (Friday, August 30, 2019) when I tried to enter this specific store. I was seeking out some last-minute emergency help for all the reasons listed above. I tried to pull open the door and walk right in. I was unaware the store closed at 8 p.m, for I am not from this area/ state. As I mentioned above, Ive had so much on my mind. The door seemed to be locked. I didnt tug again, I didnt lose my marbles, nothing. I simply waited for one of the two store employees to approach the door to let out other customers (there were about eight people in there at the time) to just tell him what it is I need help with. I did not try and be sneaky and sweet-talk my way into the store, nor did I try to wiggle my way past the employee. I just waited to be heard and checked on. The store employee opens the door, lets the customers out, I kindly ask if I could have a minute of his time, he shuts and locks the door, and walks away. Im no softie and I am not a sensitive person, but this was a very shocking way this person decided to handle the situation. I waited a little longer as more customers were wrapping up their shopping, or whatever else it was they were doing, and were preparing to leave. The other store employee who was working this night escorted them out. Again, I tried to voice my concerns and that I cannot wait until tomorrow to handle this issue (it quite literally would have taken no more than five minutes to situate everything) because I will be on a plane by the time the store opens up. He replied, Were not open, come tomorrow, were closed, I wont let you in. I tried raising my voice so he could actually hear what I was trying to say because he would not allow me to get a word in. He repeated this a couple times. Again, nothing. He locked up and walked away. I decided to give up because it was clear these individuals did not have proper customer service skills and were more eager to close the store than help a new Verizon customer. As stated previously, I was not even given the opportunity to get a word in to either one of these employees, which was very upsetting to experience.Bottom line: Please, no matter who you are, how tired and eager you are to leave and go home to relax (I absolutely understand and respect the feeling), if you are working in a position that directly involves assisting customers, take one minute to at least hear them (me) out. I asked for some last-minute help, I get it. I was three minutes too late to get some assistance, place the blame on me, but do not lock the door in my face, turn your back to me and walk away when all I am trying to do is ask for some assistance. You are rude, inconsiderate, and quite frankly do not deserve to work to help customers out.Thank u and peace to all!

I waited for roughly 10 minutes before one of the staff members turned around to notice there was a line. Once I was checked in I had to wait another 15 minutes before I went up to the desk and asked why it took two staff members to help one customer while all of the other staff were busy helping and there was a line. The manager on duty who was continuously helping one customer very rudely explained how I am here to assist customers, I am here to manage the floor. This would be understandable if he wasnt assisting a customer that one oh his staff members were already assisting. Since he said he was in charge of managing the floor, I then asked why someone who came in 10 minutes after I did was almost done being checked out already. All iI was there to do was pick up an item that was already paid for which took roughly 90 seconds once the manager was done trying to figure out who was assisted before me. I am definitely reconsidering phone companies if these are the people who are capable of managing their stores.Update: I posted this review to the stores website and the ERASED it! so Ill post it here where they cannot delete it. Thanks Google!

Carlos was very helpful and very professional. He made the experience great!

Verizon is too expensive for cell phone and they are not to helpful, I talk a lot when I am depressed on the phone but Verizon can be expensive, this store is ok not bad not great so I give 3 stars

Christopher was more than helpful.He went above and beyond.

The store did not even try to be helpful. Our LG G4 stopped working just after a year and the replacement unit we got was a refurbished unit that also died 1 day after laborious set up. The store wont provide any solution other than ordering another replacement that also may not work, or paying down the balance for this non working phone and paying full price for a new one! In the future, we will take our business elsewhere.

This is the Best Verizon store in the area. everyone is really professional and friendly.

This is not the place to go to for help. It is a sales only place. Been there several times, and only one person knows anything about anything. The rest are just sales drones. 1) they do not take the time to listen as you try to explain an issue and 2) their only solution is to hand you a phone that they have dialed to customer service. You will have to stand bent over a counter to make this call, so no one with disabilities, please. What the hell happened to Verizon. No customer service at all

I went to this store to ask simple questions about my options about upgrading my phone and it turned into such a headache!I spoke to a saleswoman and then decided to go to Best Buy Mobile to purchase my phone since they were cheaper. When I tried to buy a new phone at Best Buy Mobile, something was preventing my ability to upgrade. After arguing with Verizon costumer service twice, it turns out that the saleswoman put a future order on my account, therefore preventing me from buying at any other place besides Verizon. Verizon customer service has no idea how that got placed on my account, but they did try and get me to buy from them first before solving my issue. Apparently, this is normal for how Verizon stores operate as I was informed that this situation has happened before. Once they took off the future order on my account my upgrade went wonderfully, no thanks to Verizon. No wonder people hate wireless companies so much.

I came in at around 10:30 and had to wait about five minutes, but Carlton, the person who helped me, was great, so no worries.

I had to wait a little too long but when I did see someone they were helpful.

Excellent service Im very appreciate for your help Miss Stephanie Collins your work in Verizon is simply awesome !!! 🙂🙂🙂

I went on Sunday trying to upgrade my phone and get another line on my plan. After all the process the customer rep told me that they dont have a S7 in stock. Her attitude was not friendly at all, I noticed that she really didnt care about the customer.I came back today and other (tall) customer Rep told me the same, they dont have a S7 in stock. Same attitude.Verizon Wireless is getting worse in customer service.

Wish I could give it 0 stars. I had to wait 20 minutes before anyone would come and help me. Let me repeat that 20 MINUTES!!! Instead of having people uselessly standing at the door taking names they should be helping customers. I told them I had NEVER been to a store where I am spending my money and had to wait. RIDICULOUS!!!! With so much competition out there Verizon better get there customer service up or they will fall to the wayside like Sprint.

I walked in this store and i received everything i wanted great customer service and very caring the lady Georgia really showed me good customer care and i received everything i wanted thanks to this verizon store. special thanks to Georgia God bless you

Pleasant staff and helpful when you got issues with your phone

The Verizon corporate store staff were very helpful and assisted me in cleaning up one their products.

45 minute wait times? They have all the devices turned all the way up, so its unreasonably loud and chaotic. No one knows anything, so they have to wait for another associate who might know to become free, only for them too to not know the answer. What a waste.A note after the response from Verizon: After leaving the Gaithersburg Verizon with no resolution, I went to the Germantown Verizon where I waited less than 10 minutes and the person helping me was very knowledgeable and nice. Perhaps the Gaithersburg store could take a couple tips from them?

Beware! This store is ignorant in refund transactions and will leave you high and dry. They had to swap or exchange my old phone for a newer version which happened to cost less than the original. Little did I know that in doing the supposed swap or what should have been an exchange I ended up getting duped. Instead these idiots charged me full price for the newer version and neglected to give refund me the difference they owe me. Now Im out over $100 and these bastardy close the store at freaking 8pm so I have to be inconvenienced and return to argue about not getting my money back.

I just tried to change my business class fios to home fios as I am a home business. To change, I was told that I would have to pay a $2,400 cancellation fee. I couldnt believe it, $2,4000 after being a customer for a year and I was going to stay with fios. I then call back 2 hours later after talking to the home team and finding my bill will drop $300 a month and the rate they now tell me that it will be to cancel is $3,800. I of course try to fight to get to a manager and the response is that they are the managers and there is nothing they can do. DO NOT USE FIOS! THE COSTUMER SERVICE IS TERRIBLE!

Arrived just as they were closing for a simple return (not a phone). Had locked door 2 minutes early and refused to let me in.

The staff was friendlier than what I read but they caused an account issue in solving a simple device problem with a sim card on an older phone.

Horrible service.... sales rep never got up from his chair... did not seem to really want to help... recommend going to the Verizon store at the Gaithersburg Square location

Great experience even though Verizon is a rip off.

Worse than useless. Tried to report the opening of a fraudulent account and no help at all. Someone is stealing from Verizon and I have to jump through hoops to stop it under threat of action against my credit report and collection action.

Good friendly service

They fixed the problem with my phone!

They didnt program my phone correctly

Workers are so friendly!!

There is still a very long wait for a big store with that many employees.

Google shows all the things I want are the places I want to go in their location

Answered all my questions and put on a screen protector for me.

Careful the salesmen will try to convince you to buy everything.

This store alwasy seems to be out of stock on items. i am tired of going here only to have to go somewhere else.

Terrible customer service. I spent 20 minutes walking around and waiting for someone to come help me or at-least come tell me to wait. I came out of the Verizon store and walked right into ATT

Stuff rude and did not know anything about their job!

Helpful and well informed

Overwhelmed agents, didnt have any phones available too

No in store repair for a sticky button and I waited over an hour for that answer.

Slow service, always full of red tape issues and not willing to compromise once they got you locked on a plan.

The service is ok but the wait was ridiculous

Im not a fan of Verizon but this location is great.

Just pay up my bill

This store is open

Very reliable

Small store

Bad

Very good!!!

Bad service