I never post reviews but I truly felt the need to speak up about this. The experience my mother had here was unacceptable. She purchased a new phone and was supposed to receive 600 dollars credit for turning in her old phone. They marked her old phone as “stolen” even though the phone was literally in her hand and refused to accept that it wasn’t stolen. Then when she went in to talk to them in person, they finally did accept that it was her “stolen” phone, yet they refused to give her her credit for it. She has to pay 1000 dollars to Verizon now for this phone that she only bought because of the discount. Instead of being helpful, the person directing this exchange said “Just be happy you have a working phone”. This gentleman was the only tall white male in the store on July 28th at 1:00 pm. I truly hope he learns some manners and I truly hope his superiors take action regarding this because I WILL be contacting them directly.Verizon is a scam and we can’t wait for our contract to be up so we can switch providers. Truly disgraceful customer service.

Superb service. Was very pleased again with the newer greeting system. Got sorted with ease quickly in order if the que which was short. Cheers.

Knowledgeable techs. Screen was frozen and couldnt shut down phone. I tried to reset it unsuccessfully at home. 30 min wait but 5 min fix. Was busy inside.

I was very pleased with my visit this morning. I was greeted at the door and kindly directed to go see Dena. My phone had no service. She quickly identified the problem, did what it took to fix it, and all was done at no charge. I was in and out of the store in 10 minutes.

Trish was amazing, she walked me through 3 devices, transferring service, went over my plan and billing.She had great patience and knowledge of everything.

Good service.

Great service...long wait

Got help with my billing issue right away. Excellent service

Super clean store and great service. We were able to get an additional phone for my husband. Ask for Jhonathan. He was awesome!

I came in to have my phone switched over from Google Fi back to Verizon since I was having trouble doing it myself. When I came in there we got a number to speak to someone, and o my had a short wait time of 5 minutes. The help lady was very nice and helpful, and quickly switched my phone over in like half an hour.Im only giving Verizon 4 stars because I have had worse experiences in the past, especially with much longer wait times.

Don’t ever go to this store. They wouldn’t even let you to get into the store. One short fat guy standing on the door and asking you what you need with his shrinking face. Then when you try to tell him your issue he didn’t even let you to finish, then will guide you what you have to do by your own and gives you a good bad attitude. Then when you turn back and left he will open the door for himself and get into the store. He make sure you are not coming back. That is my very experience in this particular store. I wish if there is 0 rating. I don’t know why since recently the Verizon Store customer service is sucked. The only hope left is from chatting customer service.

Overall excellent experience! The staff were all knowledgeable and patient. Marvin Goodman helped me pick the right phone/plan for me and my family.

Customer service left much to be desired. After being told on the phone that they would transfer all my info from my old iPhone to the new iPhone I bought (Im not tech savvy), we were then told after purchasing the phone in-store that they dont dont handle the transfer process. When we brought up that we had been told otherwise, the employee rolled his eyes at us. Saying that there was a communication error would have been fine, but him roll his eyes at us is a level of rudeness that has no place in sales. It was probably the same rude employee mentioned in other reviews. Will not be going back.

Manager Mick disappointing a customer over a $20 phone case bought 3 weeks ago. Not willing to do an even exchange since upgraded phones today. Very poor customer service as was given an opportunity to make it up since Sales Associate Jonathan was fine doing the swap. Terrible experience upgrading my new Samsung S21 today. Its not Verizon. Managers as Mick that speak strongly with 0 customer service skills push customers off this Verizon store.

Great store not sure why theres a lot of awful reviews.

I bought a brand new Galaxy phone that I was excited about and was not cheap. I am the least tech savvy person and know that. I needed help setting up phone and switching number. I told the representative that at store. He was very short and seemed to care less and looked at me like I should know. He said he couldnt do it and said for me to go home and just turn it on. With a family of 5 life got busy and it was 8 pm before I could try to activate it. Of course there was an issue and customer service was closed. Was hoping to go into work Monday with new phone but not happening. Was going to get my 2 kids their first cell phones from Verizon but think Ill be looking elsewhere now. Horrible customer service at this location.

Long wait just to be told that they could t help and that we needed to call the toll free number for assistance.

Got the new iPhone. Marvin Goodman is very friendly and knowledgable and helped me set up everything with my new phone. Thanks Marvin!

Pick up for postmates customer, verizon staff helpful . They had order packaged and ready to go when I arrived.

Terrible arrive. I waited outside in a line for 15 minutes. Finally a worker from the store comes outside and asks why I would like to go into the store. I said I would like to look at phones as I need a new phone. I am interested in the Samsung S10. She stated they were out of the S10 and Im not allowed to browse. I said I was also interested in Motorola. She asked if I was going to buy it. I said I dont know. I want to look at it first. She said I cant look at it first. So you have to buy a $600 to $1,000 dollar phone sight unseen. Completely ridiculous.

Customer service is on point and try there best to help you with everything johnthan is the man to see

ThankYou Trish you the best 😊

Did a phone upgrade with Jhonathan. One of the best salespersons I have ever worked with. Our third time with him. Completed what we need and very satisfied.

Great customer service at this location and got me through fairly quickly.

Help is so so if you dont want to spend money on the top models.

Johnathan was awesome not only did he do a top notch job for me! I was so impressed, I brought my son and daughter in law back to the store to him and convinced them to switch from at&toVerizon and he impressed them also great job!

Henry was awesome helping this old bird get herself together. Unfortunate issue with trying to get new tablet from Germantown store.

Curbside pickup was super easy. Needed something else, so they had us come inside, picked out what we needed. We checked out on the kiosk. Staff (John) was very helpful

Nicely staged and good presentation of their phones and gear. Replacing a phone used to be easy. Now, you pick out your phone and accessories, and its given to you in a nice recyclable bag. Simple enough and efficient for Verizon. However, you are left figuring out how to transfer your email, contacts, apps, etc. Mail wasnt too hard, apps, contacts were more difficult.Verizon, if you dont want to take time to port over to new phones, or include it in the sale of a new phone, how about offering it as a service?

Its ok but im changed inv my service

Sure would be nice if you could actually call the store and speak with someone and not some woman in India. Calling Verizon is always a joke and I end up hanging up.

Received one of the worst customer service i could encounter....Im a new customer trying to switch my line and understand what deals they had available and he told me i can just look online and didnt even allow me to go inside....Note: i had a mask on

Fast, curteous and efficient service

Fast service I was greeted at door and he fixed my phone outside didnt have to go in thanks Verizon team

This place was crazy busy when we went in earlier, I suppose due to the post-Christmas crush. Despite the huge amount of people, things were moving smoothly and they had an adequate amount of people working. The items sold in the store (the accessories) all have an enormous markup, but thats a corporate thing and not specific to this store. Overall, every visit to this location has been positive.

Beware of buy one get one free at Verizon,its a big big scam. last year my husband and I went to the Verizon store in Frederick and I was told that the Samsung Galaxy 10+ was on a promo of buy one and get samsung galaxy 10e for free, I asked if I could get the same phone with my husband instead and they said yes...but I will just pay the difference which still apply as promo....I discovered i have been paying the same amount for both phones since last year and they argued ever having any promo as of that time. So disappointed 😞

Not the best customer service not the best at explaining things. Watch out for extra fees. Would not recommend the store if you have a business account

Worst customer service I ever received. I will never visit here if I dont have too. They only care about making money.If you are thinking of visiting then I advise you find another store. I have been to others and they have provided me with excellent service. This store should hire new employees as the ones whom are here do not want to work.

Justin is a fabulous service rep Verizon could just do better with their part of the deal

Got different answers for same question and still didnt help me.Bought an accessory and couldnt pay for there, clutch in machine had to pay for it on my phone.Seems like everywhere you go everybody has an attitude or try to come up with a answer that makes no sense.Customer service is going to hell, not just Verizon but everywhereIts a shame!!!

Helpful knowledgeable staff. Werent pushing any specific products. Just helpful and told it like it is. Much better than most stores

This location on the Golden Mile in Frederick is really good. We always come away happy. The wait isnt ridiculous like it is in some locations. The people there are very knowledgeable and efficient and some give us the impression that they really care. Best location Ive found in the last 20 years.

Justin is excellent, with the touch less environment we still had a great experience. He saved us money and got us what we wanted.

Great service

The representative was quick, professional and friendly. She took care of my needs efficiently and answered all my questions. Im very pleased with my experience at the store . I always have been. I cannot say the same for some of the other locations. But this store has consistently offered superior service.

I have always used this location as my go-to when in need of an upgrade; but today I was blown away. In the past the service has always been okay and Id describe as getting the job done. Today, Dena greeted me as I tried to sneak in with a welcoming personality and was able to coach me into the features of what I was looking at. She was knowledgeable and very passionate about making sure I was happy with what I needed. Dena then did a very thorough job explaining my existing plan and what would change with my new phone. She walked me through my next action steps for when I got home in turning the phone on and took the moment it takes to make sure I understood. This was the first time going home and actually having zero issues when making the new phone switch. Truly, thank you Dena!!!!

Kyle provided great customer service for my lost phone! He did not give up until I got it back, searching my car, helping me with location software, using his own phone! Helpful and considerate!

Waited an hour for service even though there were only 3people ahead of me. While I waited I watched others get services ahead of me even though they came after me. The person checking in customers would pick and choose who to service and who to put on the list and be made to wait. I ended up going to an authorized Verizon dealer and received faster and better service

I had the note 9 and when a update came out I guess it fried the sim card. I had came into this store three times for this issue before I was finally sent a refurbished phone. All 3 refurbished phones had issues. I had to deal with customer service on the phone because this store refused to help me. After customer service fixed my issues and upgraded me to the note 10. I needed a phone case. I went in here just to buy a phone case and was ignored. I already disliked them for their poor customer service but now I will never stop foot in here again. I dealt with some guy named Justin and some lady whom I cant recall her name. Long story short I have never been to a worst place and I have had to deal with Sprint before.

This location has terrible customer service!!! They should have people who are knowledgeable about their products and be able to help the individual customer’s needs. They completely messed up an order and when I had to drive all the way back to the store to fix it they would not allow me in the store even though it was them who messed up. It was a minute before close but they were still in the store helping people and they were VERY rude about denying me entrance to the store. All in all an awful experience.

The store is neat and clean. Jeff in sales is AMAZING!! He greeted us upon arrival, and was knowledgable, and pleasant throughout the whole process. He even walked us to the door when we were leaving. I would highly recommend the store and especially Jeff.

Couldnt get the only things done that I asked for and just poor customer service.

Great service. When my Samsung Note 9 screen protector got a bubble and cracked the week after I had it put on, they brought me in, gave me a new one and placed it on the phone for me even though the placing of the screen is a courtesy service. They stand behind their products and their customers.

To preface, I’ve literally never reviewed a business on Google before because, frankly, it has little impact particularly when a large corporation is involved. Today, after a lengthy wait for service, an irritated-appearing, Ron Swanson-looking rep called my name, and I explained I was there to buy a new phone.When my wife politely asked about a credit on our account we’d like to use toward the purchase, he responded condescendingly using Verizon lingo we weren’t familiar with. When we tried to get clarity, he abruptly ended the conversation saying, “We’ll just have to see when we get to that, now won’t we?” He then disappeared to the stock room while we continued to wait and ultimately told us, “We don’t have that phone in stock. You’ll just have to get on a computer and do it.” It was the iPhone 8. How do you not have that in stock? You’re a retail location that doesn’t have the most common iPhone right now. Also, we have issues with shipping to our residence in a rural area, so we thought we were making things easier going directly to the store (clearly not the case).So, long wait, bad service, poor inventory management, and a recommendation to just go online? This is why so many retailers and food service companies are eliminating people and automating services. Give me a vending machine filled with iPhones and a bot with decent algorithms handling the point of sale, and I’ll be good going forward.Ps - I thought I’d gave you an extra star because the new store looks nice, and I want to assume many of the store’s employees are able to provide decent customer service.

No wait this morning, just a bit of remodeling dust🙂. Other than that I had very efficient service with the help of Justin Michael who ordered a new tablet for me. I always choose this location because ita corporate store and there is no time constraint once you have an agent taking care of your needs. They usually carry plenty of stock too. I always feel confident when I go there.

I was talked into a phone I hate. As a new double amputee I still cannot drive so I have to get a ride and still need assistance with much. Having to now go through the process of exchanging my phone and figuring out what I actually do want is troublesome and frustrating.

Depends on who you get. And which manager. Some helpful and honest. One guy stole the memory chip from my phone and i had to get corporate office to help replace it.

Honest to God the worst customer service. If I could give a negative rating I would. I have been dealing with a reimbursement issue for almost two years; my phone is practically paid off already. I have been in multiple times and each time they assure me the situation has been handled and my refund will be on my next bill; however, it still is not. The manager is very unapoligetic and seems very uncaring. When I asked why things are taking so long he has no answer except that they have just not submitted the line of paperwork. If we werent into Verizon for three phone payments (plus the one that was supposed to be free) Id have dropped them years ago.

Service rep was Colin. Excellent customer service, very polite, fast and efficient

In October, the Verizon (Charles Town) assistant manager told me our Sprint phone service was so bad because they rented towers from Verizon. He claimed Verizon had the best and most complete towers and they would be cheaper since they didn’t have to rent them. He said our signal would also be better up in the hills of Harpers Ferry. It all sounded wonderful. He said we would save money by just going through Verizon as well.At some point we ended up in the Verizon store in Martinsburg and explained how cool it was that Verizon really was the best network and could pass that savings on to its customers. We explained everything the Charles Town EEO explainedAfter a dramatic pause he said... I’m sorry to have to say this but none of that is true. Like not one bit. We almost got our phones there under a slew of bs lies. We were horrified and willl never step foot into the Verizon store near 5 guys in Charles Town. Be wary!!

The worst customer service ever. Verizon is great and I love the service but these folks here clearly hate their jobs and it shows in the way they treat their customers. If you have an issue, call customer service because thats what youll end up doing anyway.

Terrible wait for poor service. All the unqualified reps there care about is moving people in and out as fast as possible with the last amount of work. Makes you feel more like a burden than a customer. Go to the waynesboro store if you want good customer service.

The sale girl who was too be there. Was not. I was not a happy camper. Another sales peer. Name Jason. Was very helpful. Thanks Keith

Over priced on monthly charges. There’s a lot you don’t get told when you go in there. Glad to be paying a lot less and same coverage. Eyes are open

Very nice store. Greeted right away, help came shortly afterwards. New S8 has faulty screen protector, had to exchange it for another one staff very helpful. Employee took my phone in back room to put new protector on, didnt really like that part. Screen still has sensitivity issues, but thats not their fault. Nice clean, organized store.

Horrible experience with a manager named Robert.Fitbit Versa 2 was on sale for $50. Bought one in winchester but they only had one, so went here for a second watch.Robert attempted to ring it up, but it kept showing a price of $150. I showed him my receipt from an hour early at Winchester, and showed him the online advertising price. His response was, verizon mustve seen the pricing error, and changed it to the correct price.I asked him if he could honor the price due to my recent purchase and sales price showing. He refused and began getting irate. This was the quick decent into a poor experience.So I went to our car and asked my wife if shed like to talk to him. She went inside, and he said, Ill sell it to you for the price that it rings up. Didnt even allow her the courtesy of speaking. She came back to the car and we switched.I called winchester and asked if the barcodes were the same. They verified they were the same, but alas Robert remained solid on his stance. I asked if I could have the item transferred to the winchester store and I buy it there, since they have the ability to sell it at $50. He agreed but said, it must be shipped, you cant have it. So we went through the process and had it transferred to winchester.We called winchester to pay for the watch, and the associate said since weve purchased it, we can take it home today. We went back inside and told Robert this, and he just repeated, I have to ship it. Over and over again. So once again we called the winchester store, where the manager talked to Robert. Suddenly he was willing to make an exception.We spent about 2 hours here, just to buy a watch. Ive painted Robert a lot less rude than reality would give me right to do. But I dont want to be rude myself. I would just suggest going to another store, but if you must visit here, DO NOT ALLOW ROBERT TO ASSIST YOU. And if the store manager reads my review, Id greatly appreciate a coaching session with Robert about customer service, and about how he shouldnt be less than a gentleman to any woman.

Quick and knowledgeable service. Nice store layout.

I had a much better experience than many others on here. Rosie was very personable and helpful. The wait time was about 20 minutes, which was pretty good considering I didnt have an appointment. Buying a phone is always stressful because its the sales associates job to offer various services and options. However, Rosie never pushed the issue when I had to decline some of the extras. Overall, I was very happy with my experience.

Verizon does a decent job with their check in process. They do seem to be endlessly short-staffed. However, the greeters and salespeople seem very knowledgable and not overly pushy. And their network continues to be second to none!

They let me pay my bill, other then that they were just ok

Great service at this place. Team is well trained and takes extra cares when they can.

Update...since the remodel customer service has taken a DRAMATIC nose dive. Was there recently twice...on both ocassions no no one greeted you, no one asked to assist especially since there were very few customers. First trip I found what I needed to know by myself and left without any acknowledgement whatsoever. Second time basically the same. Once I unbothered the rep, they werent very helpful. Seems the attitude from the Spectrum Drive Verizon has carried over ....pity... I always loved doing business here. Perhaps it maybe time for a change

There’s no point in this location being open right now. They didn’t help when we went and they all had attitudes.

Staff was very Friendly! But did not get what I came in for.

Worst 4G network in the area for data. It goes down to 3G most of the time, then completely disappears at other times. One of the most expensive data plans available. Better cellular reception than most cellphone companies in Frederick, except for the outter edges of the farm country. Then there may be no reception at all.

Mike was awesome quickly found the problem with my phone and then advise me of a valuable upgrade.

Great service expert explains new technologies

Colin is a superb Solutions Specialist. Always has the right information, suggestion, and demeanor no matter the situation. A true professional!

I have always received good service at this location.

Morning on a Tuesday, and theres still at least a 25-minute wait. Its amazing to me that a company that makes this many billions of dollars every year still cant adequately Supply at store with staff. Have never had a time where I come in without a wait.

The wait time was not that bad, just about 6 minutes. The person that helped me select a phone was very friendly and funny. I have shopped at this store for all of my verizon phones and will continue in the future.

More and more Verizon creates barriers to keeping the legal obligations to their customers. Manager claims honoring warantee on defective phones is a courtesy. He says customers should deal with the manufacturer. Verizon contracts to handle iearantees excludively for a year. Manager claims call centers are separate from stores and neither has to honor each others decisions. Building barriers to satisfaction. Horrible company.

Verizon knows they have the best towers and the staff interacts with customers like they are one size fits all. After 17 years of loyalty the Harrisburg corporate store chose to ban me from the store because I insist on formal rather than informal interaction ie. My title rather than only my first name. So..... Cable, internet, and cell was cancelled. There are other ways to use Verizon cell towers and their TV is inferior to their competitors.

We purchased our iPhone 6s’ last year and some accessories. The customer service person was very polite and quite helpful. Will visit the store tomorrow.

NO STARS! THANKS to JEFF at Verizon for erasing FOUR years of my life on a phone transfer!Had he asked if all my pictures were to be transferred/backed up, instead of assuming- I would be able to see family events that were stored on my phone. So thanks JEFF for allowing me to look at the few 2011 pictures I have LEFT of my life! Oh and the Im sorry just doesnt cut it!

Despite what seemed to be a lot of folks, someone greeted me very quickly & my turning in of an old phone was processed within minutes.

Great staff Jeff is the best very helpful

I had the worst customer service here. I went in to get a new SIM card for my phone and they messed it all up! I ended up having to go to another location and buy a new phone. If you ever go here NEVER get help from Justin!!! He’s rude, quick tempered and not helpful at all!

Having to wait over an hour on the phone for customer support gets old after a while.

Crowded, newly renovated, wait was 20-30 minutes. Staff was helpful.

Arrived at the store with an attitude regarding my phone LGV40 which I purchased new before Christmas 2018. After a few months of use my phone decided to not ring or notify me of the texts I received. All of this was confirmed by a Verizon rep which led him to request a replacement. It turned out to be a refurbished phone with dead pixels on the screen along with the same problems. All of this happened two weeks ago before I walked in demanding to have my phone replaced. The Verizon rep was unwilling to realize my dissatisfaction with getting another refurbished phone which he assumed it was a Samsung without making any effort to ask or check what brand of phone I was holding in my hand. Then he asks me to calm down cause a refurbished phone is all I was getting as it was not in Verizons control. When I stated that I was going to call,the attorney general office he replied he was not going to help me because I was getting legal involved when I NEVER mentioned anything of legal, or law suits of any sort. The attorney general office has a consumers devision which helps to resolve and protect us from business hat are trying to get over. Its not bound by any legal binding agreements! Lol!! Finally the customer service was so RUDE he couldnt handle an upset customer who pays over $300 month after month for this kind of poor service! I understand i may have taken an assertive stand however Verizon needs to realize how hard we work to pay for the service specially when your phone is your business! Time for a new service provider!!!

I see a lot of negative comments on here and it is surprising to me. Ive been to the store a lot over the years and Ive never had any problems with them . Their employees have always been kind and helpful and willing to assist with any issues Ive had. Theres only one Verizon store Ive had an issue with and that is AA wireless over by the FSK mall . That place was terrible ! In fact, after going there I went to this store on W. Patrick St. and they helped me fix everything the other store messed up.

Wait was what we expected on a Sunday. Spoke with Nick before we went in to check inventory on the particular phone we were looking for. Once we arrived, we waited for him to finish with a customer before us, once we were up he was incredibly knowledgeable about the plans and how to combine two accounts and provided fantastic customer service overall. If you go to this location, just ask for Nick.

This was shady. I wish I paid attention to the guy’s name. My first question was asking if I could still get the unlimited plan for $40 /per line/ per month, if I set up my checking account to deposit a payment, instead of giving them my checking account information, so they could withdraw whatever they want. He was willing to say yes, and then assure me again later on in our conversation that I could do it this way. When my wife asked him a similar question following up on this, he then said “no, we must have your checking account/debit card info, so ‘we’ can make the withdrawal.” He wasted my time and his own time. This practice should be illegal at this point too, there are so many companies overcharging people’s debit & checking accounts, and these accounts aren’t protected from being overcharged like credit cards are. I felt like I was at a used car dealer, it left a bad taste in my mouth, and at this point I just don’t think I can go with Verizon anymore.

ZERO STARS!! I went in looking to fix my S4. They tell me I havent signed up for an insurance plan. I find this interesting, since Im 99% sure I wouldve. So, they tell me theres nothing they can do as far as replacing my phone without having to buy another one. Heres the kicker: I go home home, still wondering why I didnt have insurance,so I log in to my Verizon account online and I clearly see I have the insurance for the phone. I believe I was being misled into trying to have to by a new phone at retail price. Terrible customer service. Ive never hated a store before in my life, but I suppose there is a first time for everything.

We had a short wait but the Person who helped us was Excellent!

Charlotte was a huge help and very knowledgeable

30 minutes in and out for 2 new phones, good service

The only carrier that I get all the way out where I live. And the best prices that Ive ever had on a phone.

Absolutely rude and impatient over here at this location. The managers Robert and Adam will try to take every dollar he can out of you. They do not care if you are a disabled veteran, work for the government, or the POTUS. Luckily I have a family member that works for Verizon who will tell you how it really works. Please do not come here if you are looking for quality customer service. All they are worried about is numbers and sales.