I appreciate the fact that these hardworking folks are there on a Sunday to provide support and service. However, this atmosphere and customer service is hostile and downright disappointing. If I was a new Verizon prospect I would not spend my money with this company due to the hostile/disappointing customer service provided by the staff.The staff can only perform based on the culture and climate set by the manager/leader. The manager today (Sunday, 26 September 2021) was very hostile and short in her dealings with everyone. This location needs a complete overhaul and reeducation on customer service.Your culture and your customer service climate is not what is expected from a top notch business as Verizon.Recommendation:Treat every customer like they are the first and only customer. You are there to facilitate and assist the customer with all questions and concerns. Don’t ever allow your customer to feel like they are an inconvenience and they don’t matter!SincerelyRupert

Leyla (the General Manager) provided excellent service. She assisted my daughter with setting up a new phone and phone line. We were in and out in less than 35 minutes even with multitasking and juggling customers because she was the only bilingual speaker on staff at the time.

Amazing customer service! Gilbert Vargas, solutions specialist, answered all my questions and was very patient throughout the entire process! Definitely looking forward to working with him for future purchases.

I was standing for about 20 mins and nobody reach out to me, i wanted a new line a new phone and when i talked to one of the people there, he told me that he was not available, but he was standing there doing nothing.Ill have to go to T mobile

Had an issue I didnt think would get resolved as fast as it did. Staff is cordial and effecient.

Very friendly, knowledgeable staff. Eugene greeted me very nicely, and David was so helpful in updating my plan without pushing to sell me anything. Relieved once I heard his recommendations. I’ve been going here for over 10 years and will go back. Other Verizon retailers are not necessarily Verizon companies so beware where you go

Excellent experience at this store on Sunday 3/07/2021. Two staff members took the time to help me with my account and phone set up. They even went the extra step of helping me set up my discounts on-line before leaving the store. I often think that customer service is a lost art these days, but this experience helped me to restore confidence.

Horrible !!! the Verizon representative who spoke to me on 08/23/21 at 2 pm she spoke Spanish and was very rude, she spoke to me with her back; She laughed and talked with her partner while I waited for her and when she wanted to, she went to help another client and left me there when I needed information. I have internet service in my home with Verizon and I wanted to add 2 cell phone lines and maybe cable service ... but I had to leave with empty hands ..... Ill never go back to that place!

Worst customer service. Nobody could explain anything, they lacked courtesy, and the wait was awful.

Beyond bewildered. Verizon (online) sent me to this location to return my set-top box, but they wouldnt take it. They gave me an address for another store - Its only 8 minutes away. (Then why dont you take it there?)This is the second time Ive been given the wrong information about where to take or order equipment. (And Ive only done this twice.) The last time I was sent to 4 different stores, and the 4th store told me to go back to the first store. Sheesh!The agent at this location told me they have people try to return equipment to this store all the time because this is where Verizon sends them, and they have to send them to another store.Then solve the problem! Keep at it until Verizon stops sending them to your store!

Customer service needs work. Some employees should be trained thoroughly in the art of customer service, active listening and communication.

I had a great experience at this verizon store today while buying my new iphone 12 pro. I was in and out within 15 mins. Gilbert the sales associate I work with was very knowledgeable and helpful and made it a stress free experience.

This location is always a great experience for me! Serena was patient, friendly, knowledgeable, and all around nice! Never felt rushed and she made it seem like no problem when I changed my mind last minute!! I highly recommend her and this location!

I am usually not the type to post a review but today’s experience at Verizon was amazing. I came in because of some issues on my account and Suzanne did an amazing job in taking care of all of my concerns. Not only did she fixed my issues with my account but she went beyond that by taking the time out of her day to make sure everything was squared away. I also ended up getting a new Apple Watch while being there. Suzanne Thank You.

Leyla truly provided beyond exceptional customer service that should be the gold standard for all of the Verizon stores. My initial plan today, which I did not share, was to end my services with Verizon due to frustrations with my bill charges. After speaking with her and sharing my present issues with my broken phone, she seamlessly shared options with me to not only get my in a new phone, but also into an accessories package that suited my needs PERFECTLY. MY mother who was also with me at the time and had no intention on getting a new phone, also upgraded as well after seeing what great service I received and also had a package custom tailored to her needs as well. After being with Verizon for more than 10 years, I have also dreaded the idea of going into the store for anything and quite frankly avoided it at all costs, just in the matter of an hour Leyla changed that completely for me and I am beyond thankful. If you visit this store with any concerns, Leyla without a doubt with solve your concerns with ease. She’s the best!

Pleasant staff but not for CABLE SERVICES. Need to update on Google.

The service here is amazing. Gilbert and Dedrick both helped us with getting our number switched from at&t especially after they failed multiple times on their end.Completely irrelevant to Verizon but more to emphasize their level service, I thought I lost my ring in the parking and both Gilbert and the security guard on duty came out with flashlights to help! Seriously great staff.

Great customer service. Time it took to check out took some time.

Excellent! I highly recommend Verizon wireless. Tech be saw that my phone needed replacement because I was charging the phone overnight.

JUST ORDER ONLINE. I am beyond frustrated. The Sales Rep (Serena) ordered the wrong phone and proceeded to tell me she did not make a mistake it must have been the shipper. Even though on my account details it saying she ordered the wrong phone. On top of that I talked to UPS and they haven’t received the phone yet. After I was assured it would be a two day delivery. It’s been a week. Then I wait for hours with Verizon corporate to try and explain they don’t deliver on Saturday. WHAT?!?Moral of the story. Just order your phone online.UPDATE: After going into the store yet again. Turns out the Sale Rep. (Serena) had actually order several other devices to my singular line. She also added a $25 monthly subscription to home tech. I have no home tech with Verizon and I didn’t ask to have that added to my account. Last but not least, promotions were taken off. Yet again I find myself having to call Verizon’s Corporate line to fix the issues. All in all it’s taken roughly 20 hours to just simply upgrade my phone through THIS LOCATION. I caution you from going to this store for any needs/wants you may have.

Staff was absolutely friendly and supportive. I’ll definitely visit again.

So nice and helpful.

My experience with the team here was amazing! Took their time to show me all features of my new device!! I would recommend to anyone!

Love this store, only one I visit. Representatives are always happy and ready to help. Will continúe going there for all my Verizon needs.

Long wait but it worth it

Do not trust the rebates, plan pricing or 5G information provided by the instore reps. As a new customer of only 3 weeks, Ive had to find out the hard way. Local call centers are non existent, reroute to 3rd parties, different divisions, hold times take hours/days...I recommend avoiding Verizon if possible. My personal experience has been awful.

Couldnt help me with my problem.

Couldnt ask for better tech and sales support. Thank you Verizon. Off to a good start. Moved 3 lines from a competitor.

Every phone selected was out of stock. Associate very nice but very frustrated.

Wow some of the best customer service experience ever here with Suzanne and Dee.. happy team precise and prices are really good now thank you!

Very well run and clean. Working hard during the Covid-19

Went to this location to get a good amount of product, with funds in hand. I was helped by Marcus who unfortunately did not help me at all. He referred me to the My Verizon app. He told me that the items that are on My Verizon are not the same as in store, and he could not help me with anything including: upgrading my line, trading in a device, adding a line, or doing the diagnostic on another line for repair. He was very standoffish and had no customer service skills at all. He seemed to be unwilling to do anything at all - I am not sure if he is just lazy, or if he just does not understand how to do his job. Regardless, I have never had a bad experience at this store, until I met Marcus.

Customer service is terrible. I was, unfortunately, helped by Marcus, who knows less than nothing. He wouldnt let me see the manager who had done a great job explaining things to me a few days earlier. Marcus is incapable of explaining anything to anyone. His condescending way of talking to me let me know that he would rather be on a lunch break than assisting customers. I left and bought my phones at Best Buy where the experience was night and day from the imbeciles at this Verizon. Dont go there. Run away if Marcus is approaching to help.

This store is average but there is not much engagement with the customer. The set up doesnt draw the customer in and the morale in the store is lack luster. Im very easy to sell to but I have never had a desire to do anything other than pay my bill when I go into this location.

Total confusion!!! Still has my home/ service address wrong. I called and used the chat multiple times to get help with service wasn’t able to get service . Unable to register my military discount that we were promised. Phone reps have no clue how to assist and transfer calls round and round. The chat service although a quick response is unable to effectively address issues and connects you to multiple reps requiring you to explain situations over and over. After 3 months of horrible service we canceled Verizon Fios . We have Xfinity who was about to install and always responsive. This is truly disappointing I use Verizon and my cell carrier and am now seriously considering switching after this experience.

Needed a replacement Sim card. Got in, got out. Easy Peazy!

Shaina was wonderful to work with. She was able to fix the issue that brought me to the store and was very customer friendly focused. I was able to get in the store and was greeted and taken care of right away.

Marcus gave me some great advice to think about before I purchase a new phone. Thank you.

I tried to pay my bill at the kiosk and it wouldnt take my card. After 3 tries I asked an employee and was told the system was being updated and I would need to go to another store. Because of the 4 tries my bank card was put on a hold of use.

Excellent customer service! Charlie is the best. I highly recommend him for your next phone or service purchase. He helped me select a new phone and was very responsive when i called back for additional support! Manny (manager) was extremely knowledgeable and helpful as well! I highly recommend this location.

Dont know about this location, but every time you call customer service over the phone its the worst experience you can get with verizon.

Great store to come too and they always have the latest in phones. Also Eric is the best salesman in the store and will make sure to answer and get you what you need. See Eric hes my go to guy.

The store manager came up and spoke with us about what we were there for. Once we told him that we wanted to upgrade he was VERY HELPFUL and knowledge about the phones and broke everything down. If we wanted better battery life, you want this phone. A better camera, then you want this phone. He was awesome.Once we were finally called (about a 45 minute wait) the sales rep was horrible. I paid an over due payment on the account so that I could upgrade. Accounting told me that they couldnt access the payment and did not provide a confirmation number for my payment. Then my card was charged TWICE and I am currently waiting for the second charge to come off of my card. This salesman was not very knowledge and had to step away 2-3 times to go ask other people for help about questions that we had. We spent about an hour and a half in the store and got nothing accomplished. All we got was a big headache and another hour at home trying to figure out why NO ONE else at Verizon could see the payment I made.NEVER GOING BACK TO THIS STORE AGAIN!!!!

The shop on route 301 in Waldorf, Maryland is excellent. The are always friendly and helpful and make your experience as pleasant as possible. I love this Verizon shop. Keep up the good work.

Mr Jose is one of the best person in Verizon office in Woodbridge va. He is very professional and kind to customers. Today he didn’t take his food but helped customer because everyone was waiting for him. Good service.

Went in Sunday around 4:30, clearly they were understaffed. Guy named Eric assisted me and 2 other customers simultaneously at the help desk, troubleshooting with the other two customers and setting up my new phone and watch. He was level headed, calm and extremely professional while still willing to have regular conversation with me and the two other customers. I hope management reads these reviews because he deserves recognition at the least. Appreciate the professionalism shown, couldnt have asked for any better customer service.

This visit was quick safe and professional.

The staff were nice. Just be prepared to stay for a while. Theyll also try to sell you everything that they can but its not like other stores dont. Overall pleased with my experience.

Customer service was not as expected!! No one was available to answer a question, Even the Manager was very rude. Associate Gus had me signed in and didnt ask the reason for the visit. Waited for no reason. Very disappointed! Totally not going back!

This particular Verizon store is very good. The employees seem to know what they are doing. They take their time with each customer to ensure that the customer understands the value of the product and how it works. They want their customers to be self assured and equipped to use their new phone. Ive never had a problem with this store or the online customer service or the Verizon apps.

Everyone here was extremely helpful. I ordered a phone online and picked it up at the store. They were very detailed in showing me how it worked and explained how much the bill would be every month. The only thing that I wasn’t a fan of is the selection of cases and accessories they have. For a cell phone store they didn’t have many options at all for my particular phone, and they were mostly pink, and jeweled cases.

I have a AT&T phone which I keep going over the allotted high speed amount. Once u get to the low speed, the access gets to be very slow. So I was inquiring the package n coverage they had. The person assisted me was very knowlegible and helpful.

Had to come in here recently to replace my wifes phone as it was no longer working. The staff was friendly and helpful but never pushy. We were able to look around and determine exactly what we wanted and the staff took care of us.

New staff, great experience!

Although I purchased my phone through them at the particular store I went to and purchased an upgraded screen protector and warranty, the store would not replace it nor help me replace it just referred me to go online I told them I went online and theyre out of stock do I have to go online every other day to find out when theyre in stock Verizon you suck

Got my new Samsung phone for me and my dad. Guy made my decision easy and I was in and out of there in bout 15 minutes.

Nice friendly staff. It is always busy so prepare for a little wait. It does have two self-service machines for bill pay too.

Worst service. Only location in VA for pick up/drop equipment and only one person at the counter. more than 10 ppl in line waiting for help. More than 2 hrs just to get attention.

Awesome staff and service.

Was told to sit & wait for the manager. Waited 45 minutes before getting up & asking if I was going to be helped, the staff that was the opposite of helpful just pointed me in the direction of the “manager” who said “any one of them could of printed your label” referring to her useless staff then asks me to wait another 15 minutes before simply printing my return label. She never once apologized or asked the other staff members to just help us out. We spent an hour waiting for someone to print us a label meanwhile people who had just walked in were getting helped immediatly. Horrible customer service.

Horrible experience! Switched over to Verizon last week and was given the wrong cases for two of four of the phones. Went by today to return them. Was told that I would get back less money than I paid because they bundled the cases. Was never told about a bundle. I was actually told i could return with no problem within two weeks. Asked to speak with a manager and got Stefannie who was apathetic, condescending and unprofessional. Beware if you shop there! They are not truthful about products and return policies. This is not a great way to start off my relationship with Verizon.

I went to the store last week and this was the best experience Ive ever had being with Verizon for a couple years now. I came in to discuss my bill, everyone was so patient and professional. Ill definitely be coming back to this store for my next upgrade!

After reading previous reviews...I wasnt too optimistic about what to expect when I arrived. I am very happy to say that not only was the staff very expedient, they were also very helpful, and most of all friendly...Doug in particular. He was highly professional and made the typically tedious process of upgrading a phone exceptionally smooth. Thanks Doug!

Very nice staff, didnt have to go looking for any of them!!!! Was in & out w/product after having a very nice conversation w/the staff person. Didnt feel rushed out the door! & this was Christmas eve!!!

Farishta provided exceptional customer service! she clearly explained my plans and helped me pick the perfect plan for my needs and budget. Farishta also replaced my invisible shield on my phone and helped me get a free one thru the zagg warranty program. thank you!!!

Good selection of new products on hand with a helpful staff willing to make sure you have the right products and plan.

Verizon wireless has great reception, but you pay for it. Dont like the fact that they STILL have no unlimited data plans. Also, I dont like that you have to sign in and wait even if you are just dropping a line. They should have things that can be handled without shopping separate...To speed up your visit...Unless they do that to keep you there to entice you with new products while you wait. Also, not very comfortable waiting...The places to sit have no backs to help the older generation.

David was awesome. I appreciate the extra time and effort he gave us in order to get the right phone that met our needs.

Quick service took care of my phone immediately

I got fast, friendly service, & my replacement cell phone should be here tomorrow, free of charge!

Great service, ask for Ray or anyone there. Highly personalized. Cannot say enough good things. To get to it, go behind the Wawa.

I had gone to this Verizon location in hopes of understanding my bill and what discounts I had applied. I have another line with a friend and wanted to make sure we were calculating everything correctly to split. Instead all I got were representatives talking amongst themselves and not welcoming us into the empty store. As I was trying to get my question answered from a sales rep I dont know the name of she told me they dont do bills in the store and interrupting me every time I tried to explain what I was actually looking for. As it it was already difficult to hear over the other reps chatting all standing around us, she then proceeded to speak to me rudely, shrug her shoulders and tell me nothing of what I was curious about. She seemed irritated that we were even in there. I was livid enough to just let her speak, say ok and not start anything. DO NOT GO HERE!! CUSTOMER SERVICE IS TERRIBLE!!

Had one of the reps in this store tell me today that in order to upgrade two of my phones using the buy one get one special offer, I had to change one of my phone numbers. THIS IS 100% NOT TRUE!!!! I called Verizon and they are sending me the phones I need with no hassle or issues. These promotions DO NOT require you to change phone numbers. Apparently the rep is attempting to make a commission off of a new line. Avoid this store and call Verizon directly. What a SCAM!!!

Jose was an exceptional and very honest customer service representative.

Poor service or rude clerk I experienced. She must have had a bad day or was hungry and my visted impacted her customer service skills

Great customer service! The general manager was at the front of the store greeting everyone and made me a priority!

It was really an experience. Agustus,the manager, and Roberto were really helpful. Thanks again guys.

Quick to provide support regarding billing during Vacation Suspension. Passed me off to call Customer Support IRT eliminating bill for deployed service member during Military Suspension.

Never a bad experience, The staff is extremely helpful. I wish all businesses were as attentive as this one.

Ive generally had good experiences at this Verizon store location. The place can get very crowded, but its pretty organized and there are plenty of products to choose from.

The representing that sold me my phone assured me of a $70 credit for my current phone as a trade in and then sent me home with both phones to transfer my data. I returned 2 days later to recieve my $70 credit and it was lowered to $50.The representative who gave me false information was Tineua but he was knowledgeable about the information.The representative who took my trade in was incredibly rude and dismissive, his name was Gerald.

Very helpful salespeople at Prince William Parkway near Worth Avenue. Just try to go off-peak.

Typical wireless store however staff was pretty good. They knew the latest promos and helped us find the best value.

I used the kiosk to pay my wireless bill with a check. Just fallow the prompts and done in a couple of minutes. Avery positive experience.

We had a great experience. We arranged for replacement of an iPhone, little or no wait time. Reps were knowledgeable and courteous. And plentiful, too!

Came in with a broken phone. Check-in was super-efficient and I was being helped by an associate in just a few minutes, despite the store being busy. Even though I was there to basically buy a new phone, the associate insisted on trying a few things to revive my old one and spent 15 - 20 minutes trying to get it to boot using various methods. It was too far gone, in the end, and he helped me pick out a new phone, answering a few questions and helping to re-sync my contacts.

Great customer service. Fast, friendly staff.

Besides how long it can take because it can get busy & the fact Verizon changes their stuff with contracts && everything constantly; I honestly do not have any complain about the staff members! Ive been going for multiple years & honestly each time Ive been helped to best of their ability!

Helpful on the phone in answering my question about router-modems for my pending FIOS installation and the modem sales process. Unlike the Verizon online customer service rep earlier this morning who provided canned answers unrelated to my question, this person listened to the question I had. ... It doesnt take much to make a customer happy or to make them displeased. Thanks for the simple, quick, professional Q&A!

I only give this store two stars because some of the issues I had are mildly explainable, but my most recent experience nearly motivated me to completely change my cell service, as explained below:I recently visited this store to replace my son’s broken gizmo-pal watch. I waited for slightly over an hour to be seen, which is understandable because it was busy, but what wasn’t understandable was when the store rep started calling a different name after I was notified via text that I was next. When I asked her why I wasn’t next, she rechecked her tablet and realized she was looking at the wrong portion of the list of waiting customers...whatever, mistakes happen. No biggie. I explained the issue with the watch (it’s a phone watch designed for a young child to call only parents and emergency services and the hang-up/power button had stopped working). She told me that the I didn’t not have the service plan on the watch which was needed to repair it (she also told me the service plan was $9 on top of the $5 monthly service fee for a $150 watch...didn’t make much sense when you do the math, but whatever). I told her I didn’t mind just purchasing a replacement and she spent roughly the next 15-20 min looking for a replacement. When she found one, it was a pink, a color my son would not want and she told me it was the only one available. I asked if a store nearby might have one and she appeared to have a difficult time determining that and didn’t appear to want to make a phone call, so I just asked how long it would take to order a replacement. She told me it would be a couple weeks; I didn’t need it rushed, so I was surprised at how long it would take, but it wasn’t a big deal. The kicker was that if I were to order a replacement, the EXACT same model on the EXACT same plan, there would be a $40 upgrade fee on top of the $150 to replace the watch. I asked her what I was upgrading and she said she didn’t know, but anytime you purchase a device from the store, there would be an upgrade fee, no matter what. I asked another rep if he could explain to me what the “upgrade” fee was for, and he basically echoed what the other rep told me. I tried to explain to them that it makes as much sense as charging me $10 on top of the price of a loaf of bread because I was replacing the loaf I already ate. They appeared to understand the analogy, but didn’t make much effort to help me understand what I was being charged for. I told them I didn’t want it if they couldn’t effectively explain to me why I was being charged a mystery “upgrade” fee and left.Shortly after this experience, I called Verizon tech services hotline and, lo and behold, the watch was under warranty. That means it will be replaced at no charge, effectively saving me nearly $200. No mention of a random “upgrade” fee. I’m not typically one to get wrapped around $40 if someone can explain to me why the fee exists...even if it for some dumb, corporate reason. However, when no one can explain WHY that fee exists beyond, “sorry, it just does” it’s hard not to feel like you’re being ripped off.I really hope no other customers are being ripped off this way and not questioning it. From now, I’m just going to call the hotline and avoid the long wait and mystery fees.

I like it because it help me to get there on time and sometime it have to reroute me which is alright just dont put me on express lane because it did that to me once and I had to pay two hundred dollars other then that its fine.

There is no Get in and get out. You will be here at least 30 minutes. I dont know if its a sales tactic or what, but its frustrating. Customers dont always need 30 minutes to see what you have for sale. Otherwise the service is decent, and youll come out with what you went in for.

Buyer beware! They have the absolute worst customer service, are completely overpriced and make absolutely zero effort to help you as a customer. Inept as a business, reporting to the better business bureau.

I visited this location on Friday to upgrade my phone. The salesman was extremely pushy about upgrading to the X instead of the XR. Even after telling him numerous times I wasn’t interested in the X he continued to pressure to the point that it was extremely uncomfortable. Saying I was qualified for a discount that only “certain Verizon customers could get on the X” and that “I was making a mistake getting such a poor quality phone over the X.” After finally getting him to realize I had no intention on buying the X and I just wanted the XR he then became very unhelpful. He didn’t want to help me set up my new phone, told me to just take it home and set it up, when I told him I was uncomfortable leaving without it working he told me then I was just going to waist 45 minutes in the store and told me to sit on the couch. At no point did he come back over to check if I needed help or if the phone was working. Absolute terrible experience, I would not recommend going to this location.

Half the people know what they are doing half don’t. The guy checking people in is missing 3 out of 4 people coming in because he is talking to his friend, people are wondering around. One guy is turning people away and putting them on the wait list. Some employees are just letting people come up out of turn. Two employees have been sitting around talking to friends.Never come to the hoodbridge location!

Had to have phone that I just bought repaired.

Requested to have it installed in my area through phone, the earliest date was month away. I was told it was a 8am-12pm time span that i had to be at the residence. I called to confirm on that morning, they then said I had to be there from 8am-5pm. At 3:46pm I received an email stating that the date was moved to 2 weeks from the appointment date with no explanation. I called for a reason, they explained that the area needed to be worked on first. Not sure why the date was set in the first place then and why I wasted a day of work. I suggest getting comcast, then make the appointment and miss it on purpose, then reschedule to make sure you actually have to be there. They have no respect/competence when it comes to customer service.

Do Not Get The Ellispe Jet Pack...it will throttle your connection and if you are working through a VPN... It will stall and halt it...so it hangs,and the connection is never completed. Has to do with the TTL data rate.

They were able to answer all my questions and resolve my issues

Service is good, depending on the time of day. This place gets packed around 4:30 and the waits are long. Knowledgeable & always courteous staff makes visits less than painful.