Los(Carlos) was very helpful, courteous, and knew his stuff. I spent way too much but am satisfied with what I got. At least Ill find out how satisfied when I get the phones in the mail. The reason for 2 stars is because of the red tape for the deal with upgrading for the 5G phones. Its so aggravating how the new customers who switch to Verizon get treated better than the loyal customers they already have that over pay for their service.

BEWARE SHADY SALES MANAGER AT THIS STORE!!!I purchased a Samsung Galaxy S21 phone on 9/13/2021. The sales manager was distracted by a couple who were angry customers and rather than talking to me up in the front of the store he pulled me into a side room area where we discussed the terms of my purchase. I was told that I was purchasing this phone outright and my monthly bill would be $70 because of the plan upgrade to 5G. I paid $682.61 with the ear buds included and thought I had paid the full amount for this phone. Now two month later Im getting charged an additional $23.74 per month apparently for the next 24 months for a total of $569.76 over the next 2 years. None of this was explained to me by the manager who neglected to inform me of the additional amount owed. I went back a read the fine print on my receipt to find that he lied to me and I in fact had agreed to pay the $23.74 per month. I had a bad feeling in my gut about his guy and should have trusted my instincts and left the store when he was trying to avoid the other couple who were upset about their purchase.

Honestly where do I even start if I could give this store negative stars I would. Just recently I cancelled with T-Mobile to switch to Verizon and it has been nothing but a nightmare. We have had issues from day 1 spending over 5 hours in the store with 2 separate trips is ridiculous and most of the issues aren’t even resolved to this day. My husbands phone still doesn’t work properly even with us both upgrading to the new iPhone 13s, we chose a home internet plan which lags half the time by and I never agreed to the amount we were charged for. Not only that but just received a bill over $900 in charges for what this is unacceptable and seriously regret making the switch.

Not open! I checked on Google and opening stated 9 am. I also called and recording said “ We are here until 7pm”. I drove to the store and not only were they not open, there was a calendar on the door stating different hours for different days and today is 11am. Update you listings!!

Alex was a most wonderful and patient person. He explained why we had a problem and what could be done about it so my sister and I could understand. Thank you Alex. ♡♡♡

This experience was a nightmare. They entered my number wrong, the business name is wrong (still wrong). The new internet took awhile to work. There were a handful of text messages back and forth and still didnt get things right. First three hours in the store and then an additional Two hours and countless phone calls. Very disappointed considering we were adding two new additional lines and a new internet. I wonder how many times the other number they entered received our text messages. If we dont receive the deal of trade in and the compensation that we were promised I will be switching to another carrier.Cant wait to see what happens when I need to transfer the info from my old phone to my new one.I got a bit of advice the young man with the blonde hair who greets customers, make him the manager and let go of some of the ones that dont even know how to type a phone number in properly. If not may I give people a heads up. GO TO ANOTHER STORE!Diane although a nice lady has no business on a management level in a store front setting. The big guy sitting at the first chair isnt helpful at all. His position never moves and Ive been in this store a dozetimes. I personally will not be back in this store

Staff was extremely helpful. Got my issues taken care of and my memory card was on sale!

Ive been having a tough time with visiting this Verizon store so its only 4 stars. But it is 4 stars because my last visit was great. Haris was super helpful Ave for me the best deals possible. Thank you for making this trip great.

Went to this store to consolidate plans. Were told where the price would be with tax and since have been charged double that quoted price and now have no proof that everything the sales guy told us were just to get our business. 2.5 months later we are still fighting to get what we were told. Call customer service and they say they have to look into it and call us back. Never get the call! This has been a horrible experience and wish I would have stayed with T-Mobile. Had to go back into the store since Cust Service could not figure out what the store did. Met with the manager who was very sarcastic and would not provide anything printed or in writing just like the sales guy. Complete scam and cant wait to switch. I would not ever choose Verizon again. Service has also been worse than what it was with T-mobile. Buyer Beware.

Terrible service. Manager said he would have the area business rep contact me and never followed through.As a company Verizon’s customer service is as bad as it gets.

The 1st time I went the employee that helped me did the bare minimum. I bought a new phone and have had nothing but issues. I asked to upgrade to unlimited data, was never done. I asked for a screen cover,never ordered. Would not recommend this location.

Tremendous service! Went in and was talking about how and what I used my phone for they quickly helped me select a plan that better fit my needs. I was able to boost my hotspot data and bundle up Apple Music right with my plan. If they never asked then this would of never happened so just all around great customer service wanting to know what all I did and mold a plan that fit my needs better. Will be my go to store from now on!

I will never go there again !!The wouldnt let me in with my wife at the same time in the store, who even comes up with the idea like that, you can go to Wal-Mart / Costco and all other stores but not to get the Tablet Phones where you really need to make a decision together...Its not like this is cheap and you can exchange it in a few months...👎

I upgraded my phone to an Iphone 11. Service was good. I purchased an Invisible Shield glass protector for $45.00. It cracked as I was putting it on. I called Verizon as it was just purchased and they insisted that I dropped the phone which I didnt. They will not replace the item. Dont waste your money when you can buy a quality glass protector for $12.99 elsewhere.

Very helpful!

Very helpful. Not pushy

The Verizon agent Ryan was very helpful in trying to resolve my cell phone issue. The store was very busy and the personalized approach to assisting customers is refreshing. We could not get my cell phone to repeat the problem I was experiencing at the time, but I was given good advice on what to do when it happens again.

Eric was absolutely wonderful. He explained everything in detail and in a way we could understand.

Absolutely worst experience as customer. Came by Lake Zurich store to get answers for Unlimited plan. I was insulted by some jerk by the name Derrick posed as store manager was extremely rude. He said that I was rude because I didnt answer his questions ??? Hello, Im the customer and you suppose to answer my questions. Then, this jerk told me to leave the store. He is absolutely unfit for customer service job .

Great groupPerfect serviceThank you. Be safe.

The employee I had help me was nice and helpful figure out my dilemma and didnt try passing me off to customer service like most do. it was nice not hearing we dont know and you have to call customer service which always say its your phone and you need a replacement one.

Excellent customer service.

My wife and I picked up 2 new IPhone 7s today. I requested help moving the data from my IPhone 5s to the 7s. Leo was extremely helpful getting this completed. Because he performed his job with professional care and consideration.,we were able to walk out of the store knowing we could use our new IPhones immediately. We are extremely grateful for his help and would like to recommend this store for their service.

The best service

Switching from T-Mobile. The sell person was very knowledgeable and explained everything. Good deals better then T-Mobile actually....

Very poor iPhone purchase transaction from this store, resulting in hours on the phone with Verizon as well as Apple also an hour long visit back to the store and still not getting the Apple Care plan I paid for and have a receipt for. I left my visit to the store being told there was nothing they could do No refund issued and no Apple Care plan activated. Nonexistent customer service here....

Good luck calling and being able to talk to anybody at the store. It takes you to a national number and makes you go through a bunch of prompts that eventually hand you over to a digital assistant via text msg. I just wanted to call to see if they had a certain phone in stock, that’s it. But you can’t do that.

Clerk was super friendly. We had quite a few changes to make and he did not rush us.

I have been into this location a few times. They have always been helpful. My last visit was after spending over 2 hours on the phone with Verizon tech support with no resolution to my problem (getting a remote wifi booster and outdoor hotspot to recognize the network). After tech support telling me that they have been able to get my device to work in commercial applications, they could not figure out how to get it on my account. I came to this store, waited a bit since it was busy, but they had me up in running in under 5 minutes even though they had never seen a device like mine. Thanks for the great service and getting the problem fixed!

Murvay helped my sister and I convert her old phone to a new Apple I phone (which she had never used before). He was extremely patient and knowledgeable with showing her how to use the gadgets on the phone and went over and above with helping me find a better family plan. Highly recommend him and the Lake Zurich Ceruzon store!

Joe and Rashid are so incredibly helpful, professional, knowledgeable and nice! Friendly as well!! Love these guys! Been in there twice in the past month dealing with trying to get old phones working with Verizon prepaid cards. They helped fixed issue both times!

Service was great. Very knowledgeable people. Still dont like activation and/or upgrade charge.

I love this store. The customer service reps were not only very pleasant to work with, they went above and beyond to help us figure out our needs giving valuable recommendation. I had issues with some stuff that I bought. I went back and asked for their help and they were able to help me out. Did I mention they gave me no lip about coming in before closing time either. I am extremely pleased with their support.

There’s just something about this store that just doesn’t feel right. Verizon is a great service but these guys on more than one occasion have not been forthright. I walked out and drove to writing in Palatine. Well worth the 10 minute drive to not have to deal with these clowns in LZ.

The wait was super long. And the first representative was totally not knowledgeable. Every question we had we got the wrong answer. When we asked to have a different sales person we were told she was the best one. Had to wait another half hour to get another person to help us.

Straightforward and helpful. Didnt try to sell me on stuff I didnt want and they took their time to look at plan options I wanted to know about.

Staff is swift to help and also takes cares of your needs. Moms old iPhone 5 was dying and not performing well, went in and they exchanged it for an iPhone 7 free of charge. Delivered in one day. Pays off to have insurance on your phones in case stuff like this happens!

Store manager Erin was EXTREMELY helpful and went over and above in helping me swap phones in a difficult business account scenario. Extremely knowledgeable about how to get things done and very patient in dealing with a difficult situation that net-net didnt end up in a significant amount of new revenue for her store. Everyone else I dealt with was also extremely pleasant. I recommend this store 100% and have doubts about the negative reviews, but perhaps management has changed.

Great knowledge of people working there on products. Re-do staffing model so customers dont have to wait minimum of 30 mins to get to you each visit (especially when theres only 3 customers in the store)

There is no Verizon store better than the original long ago at Higgins and MeachamFor this area of Illinois NorthSomehow the people were Fast lolTech gets faster and service gets SLOWER59 and Higgins is good but latelyThis Lake Zurich one has been improving on its service.....last year it took a hour to buy a phone.

Staff was unaware of new Verizon policy locking phones for 60 days. Disappointed in their knowledge or at least the training that corporate provides.

I bought a Google pixel2 xl there. They had the model I wanted. But I was very disappointed by the hard sell to buy protectors, covers and insurance. They told me if I didnt buy the insurance and my phone was damaged I had to pay back full price of device(lose the sale price) AND buy a new device. Why? That doesnt happen when you buy a car? They dont take away the sales price if your car gets damaged. You still have to pay off the car but the price doesnt go up.

Terrible customer service, the manager from Sunday morning lacks of his position attention to customer, so lazy to even talk or more worst to pick up his face and say something as a manager. So sad to see how they work just like robots. Phone attention solved my problem in 10 minutes y the best customer service ever. This store used to be very good but my last 3 or 3 visits have been disappointing with service .

I just recently got my phone here, and usually wouldnt complain about waiting 40+ minutes to be helped, since two of the employees were helping customers, and buying a new phone is kind of a long process, but there was a third employee who we kept seeing going in and out of the back of the store, never bothering to try and help any of the customers as they kept coming in and eventually formed a line of 9 people waiting to be helped.

HORRIBLE! Bought apple watch in Nov for wifes Xmas. It says gold on the package but its ROSE GOLD which she hated. Returned it day after Christmas. NO. Cant return. Cant Exchange. Cant pay restocking fee and get what she wants. Systems wont allow even though it was a PRESENT purchased JUST LAST MONTH and was NEVER even ACTIVATED!? Went in twice, two different people...theres desire to make it right for this $433 monthly customer. Never again. Avoid this place.

Be careful of this place. They have a kid named Frank there. His name should be fast Frank. Hell speed through your transaction & not care about you.He sped through my order & told me everything was taken care of. He did NOT tell me my iPad was still active on my old account. I had to pay $300 (2 momths) for an iPad I wasnt using. He also deleted a lot of my pictures from my old phone.

Nothing against the store itself really... but, I felt like I was pressured not to return my device and the staff seemed to search for reasons why I shouldnt be able to do so. At the end, I did what I came to do... but, left with $100 bluetooth just to try and ease the arrant disappointment in the room. My guess is this location closes in the next few years... large retail space... hardly any customers... cant imagine the rents cheap. Only salvation would be if it is a corporate store (not franchise). Gave the store two stars (versus one), because the staff was kind towards the end. Dont buy anything here, though. You can always find their merchandise cheaper elsewhere and subsequently activate online or over phone, etc.

Wanted to see what I could do to lower my bill, manager gave me a response We cost more because we are the best! I call BS. Im going to look into second best and save a tone of money.

Very knowledgeable. Great experience.

It is not the store that is horrible but Verzion as a whole, they could screw up a free lunch. FYI when buying an iphone or Samsung buy the bundle separate as it will mess up your early upgrade forcing you to pay off the phone first.

There customer service was awesome and they are a VERY friendly bunch of people over there. They werent pushy and I was VERY satisfied with my experience there

We being with Verizon for 18 years, we like the reception but we don’t like they are expensive.

Very helpful but long wait for a simple question

I went in the store to activate a phone and get a new Sim card. I was in and out of the store in under 10 minutes with the activated phone. This by far has been the best experience I had at any VZW store.

Go during afternoon when not busy. At least 5 reps with no waiting. Ebone was very helpful in going over phone plans.

My mother went in on Saturday to order the new iPhone. Upon getting home she noticed it was the wrong phone and proceeded to go back in on Sunday to get it corrected. The person that helped her wasnt there so somebody else helped her, not really. This guy with glasses told her he didnt do it so its not his problem. When she tried to show the receipt and the post it that the worker gave, he wasnt having it. My mom then asked the guy with glasses for his name. He proceeded to tell her it is none of her concern. My mom then asked for the manager, at this point the manager came out telling my mom she had to leave or they would call the cops for assault. My mother told the manager you have cameras and should look because I showed him a post it and I didnt touch him. Mind you my mother is in a cane and so upset that she had a full blown panic attack. My mother left and had to call the customer service number to try and straighten things out. My mother is now banned from that Verizon store because of this kid with no personal skills. I told her she should pay the penalty and switch to any company but them. The company should do something because this whole situation was uncalled for due to their own error.

The Verizon store in Lake Zurich has the best customer I have ever experienced at a Verizon store. I am always impressed!!

Customer service is hit or miss. Ive had both 5 star and 1 star service from their reps. Also, sometimes the wait is nonexistent and other times its painfully long.

Helpful. Honest. Explained everything clearly and accurately.

Promised me a $200 promotion, after 1-2 billing cycles. I paid my bill for 3 months and Im being told by customer service that I was never even eligible for that promotion. The store denies any offer of a promotion. Even the customer service rep. Thru the 800-number said the store was being uncooperative and that I was hustled by them. Had me change my #, when the whole promotion was to transfer my #. Completely ridiculous.

Several problems:Sure- anyone complaining about service has to go out of their way to disappoint so take all of this with a grain of salt. I like how phone stores try to claim they are not working on commission or sales incentives. If that was the case, the why did the sales rep try for me to purchase in such a hurry? I certainly understand trying to put a deal together, but it should be done cautiously and completely. I am, after all, in a phone store looking to buy a phone, iPad or other device which will probably end up wasting a lot of my time purely for feckless enjoyment. I digress, back to the story. First, I wanted to be “bought out” of my ATT plan and port over ALL of my devices. I thought that this was done, but I was never told to cancel my old iPad contract with ATT. I would have been happy to do this, but I then got a few bills from ATT and was told to pay up. I guess the thrill of the fast sale was more fun than preventing me from having to pay ATT another 240 bucks. Second, if the people working there didn’t make a commission as they claim, then why did they all argue over who got credit for the sale? I am OK with a commission or whatever, but I expect a higher standard of service if I am trusting the sales associate to help me do the job correctly. For this, I give the Verizon store in Lake Zurich a low rating. I just called to see if they would be willing to make things right or better and the associate told me basically to pound sand and hung up. I was also calling to buy another device, but not at this store.Proceed with caution.

Big Verizon store. They want to check you in immediately, even if you are just browsing for phones. The alarms on the phones went off inadvertently four times in 10 minutes as we were looking at different phones.

Nice rep, very helpful but very understaffed. Waited 30 minutes for something that took five minutes to solve.

Slow and untrained employees waste of timeGet better service over the phone

Day after iPhone 6 came out went shopping and store was not too busy. Only 5 people ahead of me (approx a 20min wait). Waiting 2 buy 2 iPhones and had to use the wash room. Store manger closed the bathroom to the public that day said it was too crowded. There were only 5 people ahead of me and I had checked in. It was not too crowded but yet I now had to get in my car and leave find a public bathroom and then come back. Who ever hired this guy to be a Store Manger better check in on this guy, because he is not representing Verizon well at all. I left and did go back. I have a corporate account with 6 phones and this so pissed me off, especially with the way he handled it. The person who said no to the bathroom was the store manager himself.

Traveling from MN. Iphone locked up from itune update. Store manager was very hospitable to assist us in unblocking phone. Thank you V-man

My previous review defended this store, but now I get it. Got 2nd replacement phone that had the same charging issue as the the last. Clearly some sort of design defect, but I digress. Went to store, they ordered me a new one which was shipped the next day to home.Must have been too close to closing (7:15 PM, close at 8--store had ONE other customer) because when I came in with phone to have all the information transferred over, the customer service rep at the store said he would only transfer the contacts, everything else would cost $10. Which was not how it worked the last time.So yeah, come next May, Ill be seeking new provider. Im told theres just a 1% difference in all of the networks, and really we spend 99% of our lives around a major metro area--so coverage isnt a big issue around here. Verizon still manages to have dead spot driving down Old McHenry Road anyways, right?

Great service and helpful for me and my business!! Thank you Verizon!!!

Took awhile for anyone to come up and ask if I needed any help. The guy was pretty helpful and patient

Very helpful, as usual. SDP

They do not know what they are doing. They do not know how to treat customers. The manager is no help either. The service is also too expensive for what you are getting. And yes, I know what store this is. The terrible experience here is why I changed phone services to Project Fi.

What a rip off. Tried to sell an $80 case and screen protector. Ordered a set from Amazon for .$13

Good store. Always bringing solutions

Usually busy unless you go during the day in the afternoon. Good customer service always there to help out and figure out the problem solve. Large assortment of phones accessories

I am a long time Verizon customer. This is not one of the better stores.

Eric was super helpful, excellent service!

Very helpful.

They were really friendly and knowledgeable.

Super busy. all good

Had to wait. Most reps very uncommunicative. Was there to fix a screw up from my purchase of two weeks ago.

Amar john is a good salesman

Be sure to allocate 3 hours to wait for help...

I got this phone (sub to my yt)

Sleezy sales people that ask way too many personal questions

Great pay great people

Terrible, the guy there would not help us at all, and refused to give us any answers to our questions, im switching to t mobile. Bye verizin

Zero custumer care

Were very nice

Not a very helpful location. Walked in, stating our to-do list, and was told to go home and phone it into customer service. So we headed to Vernon Hills location where they did everything we were looking for! Save yourself, try another location

Poor experience, sales person did not know the products very well.

Clean, good service, fast.

Eric was amazing!

Good customer service

Yhe best

They took care of me.

Solid! Service.

Very helpful

Helpful

Awesome!!(

Friendly and knowledgeable