Hilo Verizon doesn’t help people in the order that you sign in. It’s happened to me multiple times. I waited in the store for an hour to return an old phone. I watched as people came in after me, signed in and was helped before me while I just patiently waited. After seeing 3 customers helped, who came in after me, I asked an employee if I was skipped over. She said I was next. I then watched two more customers get help as if I wasn’t there waiting for an hour. Terrible customer service, better off calling Verizon in mainland then deal with Hilo Verizon.RE:since I can’t reply to your response, I’d like to say no thanks I will not be going back to the Hilo Verizon store again as it’s much easier calling 611

Couldnt be happier! I almost forgot what its like to deal with a professional and well versed associate! Rob could not have been nicer or more helpful!

Excellent customer service! Joey was very helpful! It was great to get help from an in person employee instead of waiting on hold on the phone!

I bought a new I-phone on Tuesday, 10/13/21 It took over 1 hour to complete the process which is WAY TOO LONG. The salesperson sold me a $150 more expensive phone then I agreed to even though he brought out the phone I wanted first, then brought it back and said I had to take the more expensive version (256 g rather than 128 g). I opted to swithc content from my old phone to the new phone myself, which went fairly smoothly. I then tried to delete the information on my old phone so I could send it back to Verizon for credit, but I had no instructions and couldnt figure out how to delete all of my personal info. I tried to make an appointment on line (as directed by the message when I called the store), however, there is no option to set up an appointment when you go on-line. Verizon makes it almost impossible to do anything without calling for help, they need to make on-line help more user friendly and their in-store sales rep need to be more up-front about what they are selling you and why they keep giving you unwanted upgrades.

The Verizon phone support has been extremely poor with long wait times and sometimes no response. I was finally trying to reach someone at this store where I had initially purchased my SIM card, with no way to get through to an actual person. my unresolved financial dispute with Verizon seems impossible to address.

Went in for a glass screen replacement. Staff greeted me at the door and asked what I was looking for. I told him my protective screen broke and I need a replacement. He selected the correct screen for my phone model. I Paid 40$, went home to install, and the screen doesnt fit. Check what you purchase if the staff at this store hands you something. What a waste of time and money!

Very bad customer service from this store. When I walked in I was met by a nice young man named Joey who treated me nice, got me checked in and told me there would be about a 30-minute wait. I sat down and after an hour, no one had called or even spoken to me so I flagged down an employee who tole me there was still five people ahead of me and that it could be another hour. I was visiting Hilo on vacation and not having a working phone was a HUGE issue as I needed to keep in touch with my office. I made the rather painful decision to leave simply because I had people waiting for me. So much for that famous Hawaiian hospitality. I have been a Verizon Wireless customer for 25-years and now Im thinking I might give AT&T a try.

Went in for a quick question. Had it answered and out again quickly 😃

Five stars for Joanne Ah Sing, Solutions Specialist! She made our visit complete by not only smoothly outfitting my daughter with a new phone (we were on first day of vacation and her phone died), but giving us very valuable and informative local tourist information. Joanne is super customer oriented, very capable, extremely efficient, and ultra-personable. We wish you many blessings Joanne as you continue on your career path!! (eventually leaving the air conditioning...) You are genuine and real. You will always be successful no matter what you do in life. Verizon doesnt know how lucky they are to have you as an employee.⭐ ⭐⭐⭐⭐

They have the best phone service in my opinion. Ive stayed with their network for a long time but theyre always trying to upsale you something instead of finding you the best deal. If theres a quota per month to sell, I get it. But it seems to be no connection between customer and employee.

It took 2 hours to try to sell me a phone never knew that your business was that terrible Hilo Hawaii

Love it just watch who you go to not all of them know what they are doing

Visited verizon.....social distance 6ft (wait outside ) wait times are quite long limited entry as well best get there before 10am but been a lifetime verizon coustmer and the service surpasses all other carriers #worththewait

Everyone was extremely helpful and knowledgeable! 💗

Great customer service. Ricky and Skye were great to work with and had so much patience. Thank you!

Joey Moore helped us with exceptional service. Made our experience 5 star his problem solving and customer service. He was able to explain everything to the exact point. And helped us tremendously !! Thanks much!!!

I was surprised to find totally new set up a very qualified staff from what I experienced on my last visit. During the Pandemic cbould see the shift and efforts to handle an influx of customer concerns! Mahalo.

Bought a new phone. The speaker that I would play Pandora on would not connect. Took it back and they could not help me. So irritating.

I am a long time customer.

I was helped very quickly and all interruption were helped promptly

I ran across an actual Tech glitch with the Verizon android platform .On Saturday 27 March 2021 I ran across a problem with my Android Turbo II . Somewhere around noon on Thursday I had a notification that a a test is in progress . While the test was going on I couldnt access any internet .The staff was very professional and eager to help fix my problem .I was told that a glitch was happening when an update was released . That update didnt fix the problem . It was caused by another glitch which another update was released to fix the first one .I was in and out in less than 10 minutes . Phone fixed, no charge (no replacement parts needed) and all the staff had to do was manually update that app .10/10 extremely satisfied with Verizons service AFTER the sale .Will most definitely be having future business with Verizon 🤙🏼

Great service and staff

Had to wait in pouring rain to enter. New phones had to be shipped to us. Nothing in stock. Made appt to return and salesman didnt show. They over charged us also. Had Had o wait 30 mins for

Awsome is the best time ever made for me &Sweetheart Skyler

Expensive and completely unhelpful store staff and manager. I pay over $350 per month for one active phone yet they can’t take the time out to explain why I’m paying what I’m paying for years.Watch the bill like a hawk- my advice

The employees at Verizon are pleasant and prompt. They have excellent service.

Very nice staff did their best to make sure I only had to wait in the hot sun a few minutes to get in and use bill payment machine.

Great service

The wait was crazy.

I love myverizon

Horrible place !!! Managers know nothing and the store employees cant do anything without the manager.. I Will never return for sure !!!

Great customer service. These guys are so helpful. Joanne was the rep that helped me. She is pleasant and a joy to have help from.

It is very helpful and great workers

Didnt get the name of the female sales associate, but she was was able resolve the issue I had more than 2 weeks ago. She was able take care of it in less than 15 minutes that 3 customer service agents couldnt resolve on 3 occasions and over an hour of wasted time on hold. Mahalo for your assistance and 5 star customer service!!!

It is lot slower now than before but it still good company yet no matter what in hilo Hawaii sign by harold araujo jr five stars

Our associate Joey M. was very professional and knowledgeable in helping us pick out a phone upgrade, even though we showed up 10 mins to closing. He did not mind nor did he rush us in making a decision. Very helpful and professional!

I had exceptional service. I worked with Skylar, who is awesome. There was no hassle and no nonsense. She knew what she was doing. I was greeted with a smile. Skylar even said she would walk me to the door when we were done. The store looked very clean. All the personnel smiled. Great, great, great. I will definitely go back.

These guys are so popular that you always have to wait at least 30 minutes to see anyone. But they always have the answers. And so willing to help figure things out really appreciate them.

Nice store.

The Machine is amazing but so was the associate ...

Go early when they open. Quick service. Dude was great! Found my accessory real fast, perfect fit for my Pixel XL, paid n was out of there. Pricey but thats ok bc I expected it n tried 3 places in town that didnt have it n was tired of looking.

Hyper clean and safety conscious.

My AT&T telephone was glitching out and barely working. My fiancé, who is out of state, told me to go to Verizon and see if I could get a new phone or get added onto his account. When I first went in the rep who welcomed me told me “No, he has to be here” He sounded very convincing and so I walked away discouraged. :(I reached me car and told my fiancé nope, can’t do it.... he said sure you can and so I went back inside, this time Shay saw me and must’ve saw the look of panic and frustration on my face, since the phone is our only source for communicating while he is away, it’s so so so vital that it works. She spoke to my sweetie and sent him a code to his phone and the rest is history. She made it seem easy while staying very professional. I walked out with a huge smile on my face, and a brand new phone! I think she did a wonderful job and should be recognized for her excellent customer service! She really saved the day!!!!

I had a great experience at the Verizon Hilo store. Huge thank you to solutions manager Glen and his staff. I had a rough transfer from sprint. Sadly my old phone went crazy and made it really difficult to transfer my data. With such patience Glen spent 2 days assisting me in making sure I got all my contacts and photos!! I really appreciate Glen and everyone at the store! Thank you !!!!

Frustrating.

In the store was pretty good. A few of the representatives dont rush and make sure you leave without any unanswered questions. However, because I am rushed by any of the workers is the reason why Im giving a 2 star. I also had a lost phone issue and the rep basically told me they couldnt help since the phone wasnt registered under the support and protection app, come to find out android phones are covered under the android device manager and he couldve been a little sympathetic towards my issue, but he wasnt and quickly hung up. Totally made me feel like a valued customer. If sprint had better service I would run right back to them.

The store has great customer service, they oo over and beyond to make sure their customers leave happy. As for customer service over the phone I have nothing but a negative review from start to finish.

Was helped in a matter of time. Assistant was very friendly, listened to our needs and also followed up on questions we had. We also came here back in March where we were hooked up on a discount for getting 3 phone cases, awesome!

The attempt to fix the software issue Im having with speaking into the microphone lacked effort, I was brushed off to asurion quickly, within 5 minutes in a slow morning.-edit-as it turns out he appears to be correct. A new phone did indeed work. The refurbished phone they sent the first time was bunk.

Workers are very friendly and helpful. Rob, I use to work with him, and hes so helpful, patient, he knows his stuff. All of the workers there makes you feel good. If they only had a coffee machine, but in a way,Im glad they dont, cause there all energetic. Mahalo rob.

Help was poor,the slowest part of my day.and to be honest,we got out of the phone plans. Were free.

My wife phone was giving problems so, we took it in. The representative that helped us wasnt able to find the problem. She ordered a replacement to our address. And stated we have download everything by ourselves. I dont think thats very professional of her. Didnt give us the time of day sent us out the door. I pay big money for our lines and phones. I going back when I receive the replacement. Your reply greatly appreciated.

Glenn one of the managers was extremely helpful in solving our technical problem. Very knowledgeable. Telling all my friends to go to him. Best customer service in this location.

Shilo was amazing!

The service was exceptional, as usual. I was greeted by Jerry at the door. He was able to answer my questions and offer advice.

Got information that I needed. I didnt have to wait long. Great service.

There always is ample parking at this location. Staff members are very friendly and helpful.

Large new store with friendly, helpful staff. My phone was not connecting to the network and they helped me figure out the next steps to take to get it fixed.

Best service in town.

To pay a bill to use the kiosk is fast and easy, but trying to get help with your phone, forget about it.

Why on told nothing wrong with my phone. Walked to my car tried my phone, and it didnt work. Went back in and had to wait about 1/2 hour before being helped.

Their rep named Chase was very helpful. Thanks

Hands down best phone service on the island and hands down best customer service on the island! I enjoy the employees as much if not more than my Verizon service.

Yes, everything costs a lot. But, in my experience, their network is the strongest on island. Staff at the Prince Kuhio location were friendly, helpful and knowledgeable.

Horrible, waited in line outside for 5 hours, and couldnt look at actual phones, just the boxes.

One of my favorite stores on island.

Staff is amazing and always helpful

Why the poor rating? Best customer service from a verizon store. Francis is the best!

Excellent staff

You couldnt look at any of the phones. So you dont know what your phone actually looks like until after you already paid for it. Its very sterile.

Its Verizon you want the best cell service in Hawaii big island..go here.

Great customer service. friendly. knowledgeable. Helped my girlfriend activate her new phone very quickly.

Wait times far too long. 30 minutes to 3 hours. Once with a rep good help most of the time. Ive waited on the phone for more than 30 minutes for anyone to answer.

I had issues with 2 different phones and both were under the 1 year warranty.Both time they told me that I have to fix it by my self!So disappointed ... poor quality service!I am moving to At&t.

New & big store. Customer service rep was helpful.

Usually dont have a problem but this week has just been ridiculous! At first I thought I had a great sales person helping she was friendly knowledgeable and helpful. I needed to order a new phone under my warranty. She placed my order and everything was great. Left happy expecting my phone Im a few days.However when I received my confirmation email about shipping info there was an error. It wouldnt be coming his FedEx like she assured me it was being sent USPS to an address that cant recieve mail via USPS. Not only that but the address she provided was also incorrect.I called the number on her business card and left a message. She never returned my call.The next day I went back to the store to rectify this. Requested to speak with the same sales rep. After 20 minutes it became clear she was trying to avoid me.... 30 minutes later I tell her whats going on. She then tries to tell me that when the phone is here on the island it will be transferred from USPS to FedEx and then delivered. Which was a complete lie!!!Left there after several attempts to try to get her to resubmit a new address which she claimed she couldnt do, tried to have it rooted to the store.... She said we couldnt do that either, which is also a lie as I have had that done before.Basically left there with no result other than waitimg until it is sent back to the sender and then reorder!!!!Fortunately I was able to contact customer service and they were much more helpful and able to change my address.If dealing with this store I recommend not freaking with Joanne, she proved that she is not as knowledgeable as the front she puts up.

Excellent customer service. Friendly and polite. Solved my problem quickly.

Unfortunately a fellow at the door didnt offer a solution for my cracked screen, and a product they may have had in stock was a no-sale and my experience as poor. Neither the manager, or the door customer service representative, could tell me what the national over the phone representative could: That a Zag product was in their local store or could be purchased and applied post haste, or if mistaken stock turned empty, secondarily, they could have ordered and sent it overnight for my 6+phone. Waste of time.

Late arrival, staff worked together to fix phone/blue tooth. Greatly appreciated.

Very helpful if you need a mobile phone on Big Island this is the place to visit

Been on the phone trying to call in, and no one is answering. You try to hold for someone and you just get disconnected. I even had the Verizon Call Center call, she called twice and could not get through. I pay over $300 a month - and this is the type of service that one gets. I have been trying for over a half hour to call in and get assistance.

The Verizon store in Hilo is THE BEST!! Great staff and management!!

Always busy but they have good customer service and a good system to serve customers waiting and Verizon is the best cell phone service you can get

Beware of their offer for an upgrade to an Iphone 7. They quote $249 on their email, but in reality it is $349 as you have to make monthly payments with this offer. I only found out about this by calling their national call center. False advertising

When we got our new phones last summer we had great help and he made sure everything was set up and ready before we left. 😊

Absolutely the worst customer service experiences I have ever had anywhere hands down. I was with Verizon from the beginning, I was roughly a 14 year customer. If you have the option to use another carrier I suggest you do. Took my family of 5 cell lines to T mobile and have never looked back. The reception through verizon is probably the best available on Hawaii Island but the majority of sales associates and Managers are clueless morons. If you want to spend hundreds to thousands of dollars somewhere and be made to feel like you are an inconvenience by all means Verizon is the spot. If you ever run into issues with your phone and want to be given the marathon run around that ends with you frustrated and out of luck....... Verizon cant be beat. If you enjoy being lied to over and over again, Verizon is the best place to go. I purchased a Motorola phone a year or two after the Moto line was introduced. From the start I was having issues with the phone not reading the added memory card (which was suggested by and purchased at Verizon) After 3 phone replacements and 4 different memory cards the problem was unable to be resolved. After some online research this problem was well documented and tens of thousands of verizon customers were suffering the same fate. So like the many times prior, I enter the Hilo Verizon store looking to resolve the issue for what seems to be the 20th time. All this in the first year of owning the phone. Im frustrated but polite...... Im told again for the 20th time that the problem was with my choice of memory card..........Mind you, I just about bought every memory card verizon carries to no avail.....I suggest that the phone was a lemon and that it would be fair if I could return the phone and it be replaced with something of equal or lesser value...... whether that falls on Motorola or Verizon I dont care at this point...Im literally laughed at....I ask to speak to a manager as this song and dance is really old at this point.....Im basically run out of the store by the manager and told the issue is unfixable and I would need to purchase a new phone. I was told Motorola or Verizon were not going to do anything to remedy this problem that tens off thousands of people were having. I explain that if a solution cannot be found that I was going to be moving my familys 5 cellular lines elsewhere........ Manager shrugs his shoulders and says do what you gotta do. 14 years.........Im a customer for 14 years and Im basically told to beat it.....So basically I was sold a phone that costs as much as my current laptop costs and even though it was documented that the phone was a pile I was sent packing with no help, no solutions, and a phone that didnt work. Being a business owner it is imperative that at a minimum my cellular phone can make and accept phone calls.... so I walked out of Verizon walked into Tmobile next door and have had a working, functioning phone ever since. I Walk into TMobile and Im greeted with a smile and a hello everytime. I dont feel like a cow in heard being led to the slaughter like I did at Verizon. At Verizon Im greeted with a person on an Ipad who doesnt smile doesnt make eye contact and greets you with whats youre number. I feel like at TMobile they value my business and that my questions and concerns are important enough to be addressed. At Verizon Im made to feel like Im a bother or an inconvenience.

Really great experience with the customer service representative who helped me get a nano SIM card for my new phone. Wish I remembered his name.

I had a very good experience at the store. 5 star for sure, normally. Unfortunately, they did not have the iPhone 6+ in stock that I wanted and I was told I could order online. At the store I was told I could upgrade now even though my current subscription runs through 10/24/15. When I tried to order online, I was told I could not upgrade until 10/24/15. Instead, I have asked that my subscription be cancelled as of 10/25/15. I dont know who to blame, but I dont think it was a good business decision on Verizons part to hold me to a $45 a month plan when they had me ready to commit to a much more expensive option. I am deducting 2 stars from the store experience because they did not have my merchandise in stock and 5 stars from Verizon because they do not value customers of long-standing.

Very helpful, nice place, air conditioning and lots of parking. Close to the mall, with plenty of restaurants and shopping.

It is what it is.

The wait was too long for what we went in there for...a SIM card. Upon waiting, the rep that helped us was a bit rude when I was asking questions, I dont know, maybe he had a rough day. But when it was our turn to be helped, by a different rep, he told us that he didnt have a SIM card for my phone. Now, this is a corporate store, how do you NOT have SIM cards? It could have been possible, BUT it just seemed like they didnt want to deal with our problem because it was near closing time and the store was pretty busy.The ONE thing I look for when going to a store and seeking help, is customer service! Especially in a business like this, youre job is customer service. I dont know if Id go back to that store but I have a feeling that I wont have a much choice since theyre the only Verizon store in Hilo 😬

Sold me a groggy, over-hyped phone (the s8) with a glass back, and lowered the price of the phone by $200 days after my purchase. Refused to fix my old phone under warranty because I had paid it off to receive a WORKING phone. Charged me $30 for a free upgrade.I was offered no help or alternatives when I came in within 30 days wanting to switch out, because there was a tiny, dainty thumbnail aesthetic crack in the bottom corner of the BACK of the phone. Insurance charges $200 to address any issue, as a deductible, and though theyre fully capable of repairing the miniscule crack and pulling the repair price out of my exchange, refuse to take a phone with ANY damage. Rep was nice, company is terrible. Swindlers, sheisters, charlatans.Wont choose to give them my money, in the future.

The professionalism and customer I rate 5 stars; excellent ambiance and decor and minimalist 21st Century presentation for the floor plan and decor. Colors very attractive.The sign is visible from the junction before you turn in to the center. There was a balance of kind ohana friendliness with the staff and a precise benign stoicism in a positive light.Today was one of urgent reaction to three earthquakes on this part of the Big Island, Hawaii; Hawaii County. There all above 4.0 and I was inside. The three earthquakes did not even budge the inside of this building. Did not have to worry about ceiling falling since their decornwasnof none. When you look up its painted bright white and very clean. Even the security camera was non-obstrusive. There were the bubble type and very elegantly smaller.The presentation of the different brands of mobile phones were uniform. It did not flashy postcard displays from each company. All of them were presented to the customer equally.Management today was observant but not too overt. The initial Verizon staff was a good listener and very receptive. Usually when you are signed in you are to move away until you are called. I was with her and rapport was excellent. She was also very astute as to what I was sharing with her.The manager quickly asked politely initially how many more minutes do you need with her. I answered oh just a couple of minutes and the second request was very professional and staunchly to the point. This is good management. He.presented himself as a concerned manager since this was an appointment more important. Since I do have a fault of talking a little too much. Some people need to be reminded in a nice way so operation wont teeter.totter.I have to continue this review again from input from customers that was there with me in this very unique day on the Big Island.But my recommendation as a seasoned reviewer and from all networks that provides service cellular service in Hawaii that this VERIZON new phone store with its staff, management, inventory, ambience, professional ohana service and location as well as permitting guide or no guide dogs to be able to be with their owner is to me tops it all.Beautiful store provides guest wifi and this is the first time that I experienced this. It is so rare that this occurs and they have it. I think that is so family and generous.This is to be continued later since there is so much more interesting and fascinating things that happened today and they were positive.My phone was diagnosed and my dilemena solved by the manager who also attends to customer and overall the Jack of all trades in this store!Verizon has the best reception I ever used in my area which almost a dead zone but out of all of the networks, Verizon is the leader.Very humbling experience to see and know that we have a fantastic store on the Big Island; its about time. This I know for sure...to be continued for more interesting facts of todays events tomorrow. Give it up for Verizon and their newly opened location . I am not sure but its the old Hilo Hatties location on the Puainako Center where Walmart is and others. Sincerely, RLHernandez aka Mimi, ACLU and kamaiina. Mahalo Nui Loa. Check out the store its gorgeous and spacious and safe. 😃

Workers here are slower than slow. They should hurry up people don’t have a whole hour just to pick up a phone.

Wait time really diminishes the good customer service, sad

Always had a good experience with the people at Hilo Verizon.

It was easy breezy transaction for me. They told me that there will be a 2 hour waiting time but I was done in less than an hour ☺

I wish I wouldnt have signed with Verizon again, theyre awful!!

I called to complain my internet was out. they said the whole new the whole street was out. But they had to wait till two other people complained before they could send out a crew. so they knew there was a problem but they had to wait till there was more complains till they did something about it. Worthless worthless worthless

Long wait other then that great service helpful