Absolute worst experience I've ever had in a Verizon store. Before I could even tell agent what I needed he started lecturing me about losing his job. What? I don't care; just sell me a phone. Also, 3 agents went on break in the span on 10 min. I never got helped.
Switched phone plans from Google Fi to Verizon with a promotion to receive a rebate. I was given the wrong rebate code by a store employee, then when I finally figured out why I was rejected, they claimed that since "more than 30 days" had gone by, the offered rebate was no longer valid. Will avoid doing business with Verizon if I can, customer service is lacking.
I bought $100 credit for my daughter's prepaid phone. They told me it was 10 cents/min, confirmed with another guy, was told the same thing. When we got home, we called the 1-888 number they gave us; was told it was 25 cents/min instead. so I asked to get refunded for the $100. The 1-888 told me since I purchased it in the store, i need to go there; otherwise I need to wait for 10 days for them to do an investigation. About 2 weeks later, i still have not received anything. So I called them, this time was told that they investigated it then decide NOT to refund me becasue I purchased it at the store! I realized how ridiculous verizone handled their pre-paid business; so I called the store. The store manager was nice enough; said he will refund me. After 30 min wait; he said he will call me back. Nothing. Another day later, I called back, the store manager said he is still investigating, will definitely call me back that day. 3 weeks later now, nothing!!! Anybody want pre-paid phone, go to AT&T or T-mobile, will cancel my verizon wireless as soon as I can.
Top-notch customer service - clear, helpful, low-pressure salespeople and lots of hardware and plan options from which to choose.
Friendly,professional great location!!I wanna say special thankyou for Sam,Anderson and Andrew.I was desperate and they helped me.I went others places before.And nobody could really do what they did to me.Sam I really thankyou for everything.I have no words to say how you really helped me!! you are the best !!!thankyou all!!!happy new year s !!!they really care about helping people thx!!! I got my fhone thx!!! :)
Verizon is certainly not the lesser of 2 evils. It is demoralizing that we do not have more options for internet and cable in the US. Verizon robs from even hard working people the last penny they could- charging $60 for 5 days of service since they never pro-rate. On top of that their pole burned our gym down.
Apparently this location does not take fios modems. There is no information about this online and there is no way to call a store associate to ask them whether this is possible. Leaving two stars instead of one because the associate was helpful after I had made my way there.
This store, without our request, notification, or consent, placed our wireless line in a 1 year contract. Completely inappropriate and unethical. Took hours of calls to Verizon customer service to straighten out.
Pretty slow, pretty incompetent service. It will be worth it to take the time to visit another Verizon store.
This is based on consistently receiving poor service over several visits.
After reading the comments and expecting a barrage of the rudest people that I would ever encounter in my life, I purposely avoided this store initially. However, when I did go in, everyone was nice. In fact, one of the guys over there was also a software engineer and after thinking my phone couldn't be fixed where it couldn't get past a single screen - which the other Verizon stores really couldn't me with this issue - he said that it could definitely be fixed. To my amazement, after a software download later that night my phone started working again. He saved me several hundred dollars from buying a new smartphone and as result, I am very thankful. Perhaps this is all new staff from the previous employees.
Since the previous reviews were rather negative, I came in expecting to be disappointed and having to argue my way through things. I had recently bought a new phone from Verizon, and the phone arrived with a scratch on it. I came in, explained the problem, and the staff quickly explained that they could fix it and replace my phone. Replacing the phone took a while due to some technical glitches in their system, but the staff were very friendly and seemed to know what they were doing. In the end, I was pleasantly surprised and everything got resolved to my satisfaction. I saw several other customers being attended to and it seemed like the staff were equally helpful to them and their issues got resolved quickly as well. Would recommend going to this place.
Shota was a more than capible salesmen and was able to get me set up with a phone and then when I discovered and issue and came in he was helping three people at the same time including myself! He was awesome and I definitely recommend asking him for help
Shota is the best employee they have had in the 16 years I have done business at this store.
Beyond the issues of Verizon as a "service provider" (US carriers need to get out of the software business, among other things) this store didn't really seem to have any real experts in it either of the times I went. I know it's a low wage sales job, but if people work in a cell phone store, they should have some idea of what's in the queue for upcoming products and about the defining differences in new phones.
If I could give zero stars I would. The staff at this location is absolutely atrocious. Go to a different verizon store or go online, you'll have better luck than dealing with these clowns.
Made process of getting a new phone very easy when you order online and select store pickup
Buyer beware. They lied to our faces for 2 hours telling us that our bill would be $45 per month per line (I asked repeatedly if this was true and our representative said yes). After agreeing to all of their terms and switching from Sprint to their company, they then told us it would be $80 per month per line. When we complained that this is not what we agreed to, the manager said we could try to find some discounts online. He never apologized for the miscommunication and instead asked us to give him a 9 or a 10 on the customer feedback survey. The whole ordeal took 2 hours. Stay away from this place. They are either incompetent or liars or both.
UPDATE (8/23/20): So the manager reached out to me to say that our bill would be lowered dramatically if we apply for teacher and student discounts. That was two months ago. We applied and both were rejected because apparently our plan does not qualify for these discounts. This store profits from lying to customers.
Avoid and go to the Arsenal Mall Wireless Zone or Boylston store if you can.
I went in to replace my ailing Galaxy S3, and was referred to the in-store Samsung 'expert' named Tuanna. She was helpful in deciding between the S6 and Note4, but after that was pretty pushy about all the add-ons, accessories, and insurance. I had to tell her four times in a row that I was NOT interested in the $11.99/mo insurance, and she kept coming back with the standard VZW up-sell replies. She was also very subtle in pushing the accessories like a phone case, battery pack, screen protecor, etc. that I would be getting at a "discount" - when I got home and compared to prices on Amazon, I was still overpaying way too much (except for the Speck case, which did turn out to be a good discount).
Several days later I returned to the store to return all the accessories (minus the case) and to speak with someone about an issue I was having with the phone's location function. I was 'helped' by Michael, a fairly brusque individual who simply went through all the same motions to try and solve the issue that I had. Without solving anything, he blamed it on the phone and declared "This is why I hate Samsung." After searching online, it turned out to be an issue with the Android system itself, so not only did Michael misdiagnose the issue, offer no help, and blame it on the phone brand, he was ready to have me just swap out the phone for a new unit.
To their credit, I did get a new phone at a lower price than I initially thought, I got a decent case for less than market rate, and when I went to return all the added accessories I had no issue (save Michael's snide comment about returning and not using a screen protector). However, I was put off by the whole experience overall and would not recommend using this particular location if you need to head to a Verizon store.
the store person was quite helpful. :)
verizon wireLess prices are on the high side. :(
Due to covid restrictions, the store asked for people to make appointments. I made an appointment, but got to the store and there was a line. None of the people in line made appointments, yet I'm waiting. The appointment was a half hour window for which I specifically made time in my schedule. Why require appointments if you're not going to observe them?
Extremely useless and not knowledgeable staff that doesn t know how to do a simple exchange. Took over 30 minutes to do something that should have taken NOT more than 2 minutes. 4 associates that just standing and not doing anything, no customers were even in the store but they still were too lazy to hurry up and do their job in timely manner. Manager doesn t know where gifts cards are at, where accessories are at. Clowns. Waste of time and energy, better go to another location.
They took forever. Imagine a purchasing experience worse than buying a car. To make matters worse the manager lied about the availability of the phone I wanted then proceeded to order it online for me and even fail at that. They ordered the wrong color and failed to apply the verizon store gift card to my order.
Wow. The service we got here was amazing. We came in to get a new phone for my daughter and to change over to VZW's "Share Everything" family plan. Brendan was highly knowledgeable and efficient, and eager to share insider tips on plans and phones. He explained and took care of everything, even finding a discount on an accessory where we didn't expect one and replacing the screen protector on one of our existing phones. We weren't even from the area, but gave us his full contact information and insisted that we call or email him personally with any technical questions. He said that they all have engineering degrees in that store because of the demanding clientele at Harvard, MIT, tech companies, etc. This is the kind of excellent service that makes me entirely comfortable in signing a 2-year contract with a wireless carrier.
I liked the salespeople, however, there is a long waiting time .
Went to activate a new account and was very pleased with the service.
I am sooo thankful for the excellent and kind service I received this morning at Verizon Cambridge store. I was anxious as I couldn't start the phone I received by mail and there were complications with sim card. They were patient with me and fixed it. Thank you, thank you, thank you. During this time we all need a working phone.
This store is run by a bunch of inept clowns who think they have customer service skills. I just waited 2 hours to get a Galaxy Nexus (hottest phone of the year, just released today), only to have them realize at the last minute that they had actually put too many people on the waiting list.
Seriously!?
Get your game together Verizon! You know *EXACTLY* how many you have in stock, I would've been way happier to hear "sorry, sold out" than told "wait in line for 2 hours, oops, we sold out."
Verizon is usually pretty good, but the reviews are true, don't give your money to these clowns. Go to the store in Downtown Crossing or Coolidge Corner, they seem to have their act together.
I had a terrible experience at this store. Ronnie, the person who "helped" me was predatory and dishonest. Not only will I never shop at this store again, but I will tell everyone I know to avoid it like the plague.
Good location, great employees. They had exactly what I needed. I was in and out in no time.
My Samsung Note 4 developed the dreaded MMC read failed error - the second one that I've had with this problem. The first one was replaced last June under warranty in the Verizon store in State College Pennsylvania. Unfortunately I had heard some negative reviews about this store in Cambridge but I decided to go anyway since downtown Boston was too far. I dropped in about 6 p.m. on a Friday and there were only two customers in the store including me, but three employees. I walked to the back area and they friendly man introduced himself as Mike and I explained my problem. He tried turning the phone on, plugged it in, and nothing happened of course. He didn't give me any trouble about the issue though, just said that they understood and would ship me another new phone as soon as possible. They would have shipped it overnight for free but since it was a Friday they shipped it to arrive on Monday. So if you go to the store, ask for Mike, the manager, who was very helpful to me.
The staff are very unfriendly and not helpful at all. He was taking people's name waiting to be served and when I asked did to write my name, his responses to sit and look for someone. Everyone else who came after me, was put on the list. I felt discriminated and left the store after waiting for 30 minutes. :(
Molli was AWESOME! We we were trying to combine 3 existing VZW lines into one account and after having massive failure online, we went into the store. Every customer service organization needs an employee like Molli. She was professional, knowledgable, did what she said she was going to do and she got the job done. Thank you!
A single *call* to this store (I am not even going to waste my time on a visit) has convinced me to look elsewhere: the sales associate I got on the line was curt, unhelpful, and clearly had his mind on other things. A simple yes-no question got me stuck on hold for more than 5 minutes as he 'checked my account' (this can only be untrue, as he had not, at that point, taken my name or phone number or any details at all about my Verizon account). When he got back to me to ask for my number, and (after another hold) say that 'new phones are sold to new customers only, and not existing Verizon customers', I asked if the store could help me transfer my SIM card (which I couldn't get out of the old phone) to a new one (if I bought the new one elsewhere). That got me some details about how my phone information couldn't be transferred if the touchscreen was broken etc etc -- and no answer to my actual question about simply activating a new phone. The thing that really got to me was his tone -- there was no evidence of any desire to help, to look at/ get details about my existing phone, or of any real knowledge about the store's or Verizon's policies (why else would you take 5 minutes to find out if you can sell me a phone or not?)
I would consider myself a "techie." I follow tech news, and probably could tell you more about a given smartphone than most of the salespeople in a typical store. That said, the employees that I have spoken to at this Verizon store are knowledgeable, and were happy to work through some complicated problems with me. They were helpful and courteous, and although I might not like Verizon much, the employees were great.
Staffs are friendly and patient, but the general procedure is ridiculously long. Basically I got my IPhone from bestbuy and it should be unlocked automatically after 60 days. I had to wait with the staffs for an hour to complete the whole procedure.
Great customer service and variety of products I'll be back and stick with them for my carrier
Extremely rude and unhelpful. They contradict them self on all the information i received.
Very helpful. But always busy so you are likely to have to wait a few minutes.
I came here for a simple exchange and was treated like garbage by the employees. Specifically the tech specialist who helped me, Franco, seemed to be highly inconvenienced by my very existence. My experience turned completely sour once he lambasted me for spelling my name to him. I thought he was asking me honest questions at first and it was much to my embarrassment that I realized these questions were rhetorical and he was explaining how stupid people were for spelling their name to him. He laughed at me along with his coworker (Ronnie?). Honestly, I just couldn't believe how disrespectfully I was treated. The next time I need anything, I would gladly go to the brookline location rather than the one located a block away from me.
Friendly staff and good variety of usb wireless technologies
After 10min of being in line nobody asked if i needed help then when i approched the sales agent he tells me all my problems can be taken care of at kiosk machine smh
No parking !!! It was the only store close!! People very nice
They weren't able to address any of my concerns with a defective product or help me with any of my problems on my account.
Friendly staff, definitely one of the better Verizon stores
Convenient location with staff who will work with you to make sense of the variety of plan options.
Poor customer service. The representative I spoke to had good intentions, but atrocious execution. Go elsewhere.
It's a Verizon store. Location is convenient for me.
Verizon has gone way down the tubes. If you're looking for a new service provider try Sprint. Sprint has come a long way with its service and prices.
Verizon is by far a huge rip off and the other providers are catching up to their coverage and surpassing their customer service.
Absolutely disgraceful, appalling customer service. Tried to get info on new iPhone and was met with rude, ornery and sarcastic sales associate.
Service is good. Everyone is always Eager to assist. Lots of great services and features. Staff is good although they rotate A lot. Great Store and Great service
Why make a reservation when they don't keep the reservation time? What's the point?
Great service! I came in looking to figure out what was going on with my phone and the gentleman at the door, Brandon I believe, was quick to help. Pulled me over to the desk and got right to figuring out the problem. I explained everything and unfortunately I have to replace my phone, but he was able to help me and I was in and out within 30-35 minutes.
Absolute dumpster fire of a store. The notion of customer service is as far removed from these people as the first king of Denmark is from our current sociopolitical environment. These people are ruder than the vikings of old were to the villages they pillaged.
I came in to get a phone activated and somehow this was the greatest trial this employee had ever encountered. My existence was apparently an affront to his delicate sensibilities. His extended and tense "service" had a delightful background ensemble of the other 3 employees standing around and complaining about an old man who had needed help.
I would rather this store be replaced with a Denny's parking lot (without the Denny's) than these people continue to somehow get paid for their complete incompetence.
Average Verizon location. Friendly and helpful staff. Convenient location in the heart of Harvard Square. Parking is challenging in Cambridge, but this location is practically around the corner from the MBTA "red line" Harvard Square subway station.
We went to Cambridge because they were the only store that had the phone we wanted to buy. They were very helpful and we got in and out quickly. I give them a high rating
I'm a Verizon fan, but this location has absolutely horrible service.
the store peopLe are heLpfuL.
the wireLess prices are on the high side.
they need to offer wireLess charging for aLL of their phones and should insist that aLL of the manufacturers offer this.
They provide phones. The staff are nice, but who thinks a mobile phone shop is anything better than OK?
Frquently a busy store, staff are helpful but a bit pushy. Only been there to upgrade my phone, other experiences may vary.
They never have older phone models in stock. The promotions and deals are never ones you can actually use, so it s just advertised to get you in the store and spend money when you think you re getting a real deal. It s sneaky and expensive. You really don t need the newest model of phone, they just want you to spend more for the feeling of getting something better. Your phone is still going to die or be broken in a year or so and you ll have to replace it all over again.
The Pixel 2 they sold to me 3 months ago crashed yesterday. Google told me to go to them, my retailer, and ask about the warranty. I went to the store and these guys were incredibly rude (2 of them talked to me, but there were around 5 standing around me). They told me literally: "Since you do not have an account with us anymore, you are not our problem anymore. Go talk to Google". When I mentioned that they were the retailer, they had sold the phone to me, and Google had told me to go to them, they replied: "You should have thought about this before changing to T-Mobile".
This is the second time I have a terrible experience with them. The first time, they sold me a phone in installments and the guy lied to me in my face, telling me that if after a month I decided to change to T-Mobile, I could still continue paying the phone in installments. Once I changed to T-Mobile, same guy cancelled my account and told me I needed to pay for the phone at once or return it without reimbursement.
Please, do yourself a favor, spare yourself the bad experience, and avoid these guys altogether.
Terrible experience there today. I wanted to get my service switched from AT&T to Verizon and add it to my husband's account which is with Verizon. The sales person checked my phone and then said it does not work with their network because I bought it at an AT&T store. She then said I can trade it in for a new phone, they will give me a $300 credit (i.e. I still have to pay $500 or so). When i told her I will not pay anything for a new phone, my current one is only 10 month old, she said, sorry, your phone does not work with Verizon. What she missed to tell me is that it is easy to unlock an AT&T phone (which is something i found out later). All she had in mind was selling me a new phone. She did not want to bother with anything beyond that.
After reading these reviews I had to post. First off I understand ALL the restrictions that need to be in place for covid. I have worked throughout the entire pandemic and have been up to date on protocol.
I was so upset to have my sister tell me that my Dad went into the store to buy a new phone and was rushed out, sold a phone he didn t need for too much money, never offered to trade in his old phone and told that he had to leave right after he bought it because he had been in the store for 15 min. So now my father who is not tech savvy has a phone that was never set up. He has no idea how to set up an iPhone and I don t live with him to help.
Again I get the covid restrictions BUT please don t take hundreds and hundreds of his dollars and send him on his way with a paper weight.
Maybe ask in the beginning if he knows how to set it up ect before selling the product to him.
I happened to have to go to Verizon in West Broadway in South Boston yesterday and was helped with amazing customer service and was in the store for as long as was needed and left happy with a new phone set u
Now my Dad is upset he failed at buying a new phone and was taken advantage of.
With the iPhone 12 coming out yesterday he now will probably have to wait out the week to get in somewhere for help.
Slow service but good people and always helped with my issues.
I have been in this store a number of times and I am consistently disappointed with the quality of service. Additionally, it is ridiculously over air-conditioned. Bring a parka.
The absolute worst customer service experience I've ever had. EVER! Both on a call and in the store. If you want to save yourself the frustration then go somewhere else because they are not there to help you. In fact they will try to ignore you or be rude to you.
I called the store because I had a few questions in regards to purchasing a new device. Very basic questions such as "do you have one in stock? or "Do you have it in black?" Every time I asked a question the annoyed salesperson kept repeating my question as if I was an idiot for asking. He also kept cutting me off in mid-sentence to say something that had nothing to do with my questions such as "are you even a Verizon customer?" Yup, he actually said that. Then without saying a single word he put me on hold while I was talking. I waited for 15 minutes and then finally hung-up!
The next day I visited the store in-person. I walked in to the relatively empty store and had 3 employees look right at me then go back to playing with their cell phones. One of the customers approached a sales person and asked if he could help her and he literally kept staring at his phone and put up a finger as if to say "in a minute". She had none of it and walked straight out and I followed soon after.
Don't go here. The sales people know exactly what they are doing. It's a game to them be rude to customers and to make them angry. Just read the other reviews. Save yourself the aggravation and stay as far away as you can from this store.
Repeatedly abysmal service. Wanted to buy a Samsung Galaxy Note 2 to replace my S 2 I'd dropped. Paying straight list. Got a whole run around that my account was locked and they couldn't sell it to me. Total BS. They were worried that I'd get my S2 repaired and return the Note. (14 day return policy with a $35.00 restocking charge.) Just lied to my face. Called Verizon from my house and they said the account was clear, no problem. Got it in NH with no problem.
Before that needed to get a Bionic repaired when the SIM card slot got screwed up. Again, they told me that because I'd substituted an old Incredible on the account when the Bionic was messed up, the Bionic was now out of warranty. I argued and then they showed me that the Bionic's warranty had expired two days before, based upon the date when it was ordered rather than when it was delivered. I argued again but they were totally obdurate.
Being in Harvard Square, they probably have a difficult clientele in general, but its no excuse for flat out lies and refusal of service.
The store itself is very clean. However, on the day I went, the staff members were rather rude, laughing at me when I asked questions about prepaid plans.
I've made the mistake of visiting this store twice now. I'm now proud to say I will never waste my time on this location again. Each time I visited, the staff had ZERO interest in helping with either reporting a shipment stolen or lost to get a replacement and on the second visit, I was REFUSED on looking a little deeper for a promotion code(rebate) of which I qualified for and simply offered $14 for my trade-in; whereas the promo offered $100 in return. I called customer service and they found the promo code within minutes, applied it to my account and I will have to now trade in at another store. I'm not surprised by my experiences after reading others. Please don't waste your time with this store. Even the manager straight out refused to offer assistance.
As soon as they realize that you re already a Verizon customer and can t make commission by selling you something, they lose complete interest in assisting you with your problem.
If I could give zero stars, I would. This place is the epitome of bad customer service and unprofessionalism. Their attitude towards customers is the worst I've encountered. I've actually witnessed the staff here derisively making fun of customers who had "too many" questions. Seriously? I can't believe that Verizon allows these people to represent them. The lady here was aggressive and rude towards me, and actually dismissed me with insults when I walked away from her. Unbelievable.
Upgraded my iPhone 5c to a 6s, taking advantage of my eligibility for an upgrade and a promotion. Very impressed with BRADEN at the Washington Street store in Boston. Decided my wife should do the same, but close to home at the Harvard Square location. BIG MISTAKE!!! Assigned a lazy incompetent named FRANCO. He failed to credit the promotion till we insisted; he brought out the wrong phone and started the installation until we insisted he had made a mistake; and he spent an interminable time in the back room for reasons unknown. After an hour my wife and I despaired and foolishly agreed that my wife would come back the next day to transfer all the files. ANOTHER BIG MISTAKE!!! What was promised to take twenty minutes took an hour. When it came time to install my wife's thumbprint, FRANCO said my wife should have me do it at home and when my wife came home, she realized not all the files had been transferred and the phone did not work! I said no way were we going back to Franco or the rest of the indifferent staff in The Harvard Square location. So off we went to the big Boylston Street store where we were met by WILL who proved totally first rate and personable. He replaced what was a defective SIM card and he installed my wife's thumbprint. He patiently and expertly answered all our questions.
My conclusion: it's like calling tech services in India or the Philippines and realizing the bozo on the other end of the line knows nothing but to read a scripted protocol and understands nothing! Best to hang up and call again in the hope of speaking with someone else who just may know what he's talking about! When local avoid FRANCO and Harvard Square at all costs and go see either BRADEN on Washington Street or WIILL on Boylston!
Staff was very nice, helpful, and knew their stuff. Rep who helped me, Molly, made process of getting replacement phone waaaay less painful than anticipated.
Nobody likes you, Verizon. Not even your employees.
I had a terrible experience at this store. A guy named Ronnie rudely asked about my name to sign me in, and as soon as I pronounced my name, he rudely and impatiently asked me to give him a different name, telling me my name was too difficult to pronounce! I obviously lost it at that point and responded with rage. Later, he apologized for his behavior, which he should have.
I asked him to change my mobile number and I repeatedly made it clear that I wanted the change to be made as soon as possible. He, however, quite incompetently, changed the number for the effective date of August 6th (instead of July 31st).
I went back to the store again and explained to him that it seemed to me the new number was going to be activated on the 6th. He simply dismissed the issue by suggesting the new number will be activated by tomorrow at the latest. When I called a Verizon assistant to inquire about the case, she told me the new number is going to come in effect on the 6th.
So, not only did I have to face an awfully rude staff, I also didn't see my case handled properly. I very much prefer the Verizon store near Downtown Crossing station.
