Kevin was super helpful and fast!! he has a great personality.

Extremely unhappy with my phone. Joe went out of his way to give me a great deal on a different phone. He really knows what he is doing and provided top notch customer service. Great job!

Jawan was extremely helpful and patient with our many questions. He helped us get exactly what we needed and explained everything thoroughly. We are so happy and thankful for his service.

Recieved great customer service and witnessed a work ethic from Jawan J. He always had a smile on his face. Whomever walked through the door he greeted them immediately. We walked in he notified us it would be about a 30min wait, which was okay with us. We just needed a quote and it was cheaper than we thought it was going to be. Recommend this store with Jawan. Other employees were nice too.

Associate couldnt find what I needed so instead of telling me that she chose to ignore me and move to next customer ..

Horrible!! Brent added us to the queue, mentioned he was short staffed (appreciate the heads up) but then let us wait over 35 minutes before we figured out just about every Samsung was on back ordered.Very poorly managed, very poor customer service.It wouldnt let me rate it zero stars so you got one courtesy star.

I purchased 2 new I Phone 12’s and tried to exchange our old I Phones. One phone was returnable for the whole discount and the other phone wasn’t. However, I turned in two other phones that were eligible to receive the discount in full. Adrian from the Loves Park office was supposed to send me an email to verify that I received the full discount from one of the phones. I gave him a week for a response. I called on a following Wednesday and spoke with the store manager Jeff. Adrian wasn’t there. Since I dealt with Adrian, Jeff was able to track there was one phone turned in, but could not track the other two phones I turned in to try and receive a discount. But, he couldn’t tell me anything else and Adrian was supposed to investigate and get back to me on a Friday morning, after Jeff left him a note. I tried calling Friday night, 3 hours before they close and there is no return phone call. How disappointing. ***Side note- as greedy as I may sound, those two phones are eligible for lesser of a discount or I could take one of them to a refurbishing company and get it repaired so Verizon would take a phone for full discount***

They were extremely helpful and friendly!!

Dont ever ever use the curbside pickup at this location!!!!!! Just go in and get whatever you were trying to pick up otherwise youll be sitting in the parking lot watching people come and go like I did!!!!! I checked in using the my Verizon app like I was suppose to do, including putting in my vehicle information and yet I watch people go in and out... Once I went in THE BUILDING and informed them I was out there, they claim they didnt notice it.... So again, never use their curbside ever!!!

Unfortunately they choose to bow to the dictatorship of JB and cronies recent frivolous constitution violating mask mandate

Monte was extremely helpful and friendly! He went above and beyond to meet my needs and make sure I had a good experience today!

Everytime: a line of customers, no more than 3 reps, 30+ minutes wait. I just walk away. Lousy customer care. How do they stay in business?

Girl at the front checked us in - Had us waiting for at least 25-30 minutes without even checking up on us- took FOREVER to get any help and ended up not even getting any- Worst Customer Service Experience I’ve ever had. DONT GO HERE

The wait outside, only 2 of us, but there were customers inside was 45 minutes. Without Covid I have waited 1 hour indoors before waited on. You always have to wait quite awhile, that is only thing I do Not like about Verizon. Phone service is great, good discount for being over 55

Even though there wasnt much they could do to help with our problem, they tried everything they could think of. Even suggested a couple other places to go try.

Went there in the place was closed told me to go to the Rockford location.

Had to wait for quite some time to speak with someone. NO PAPER BILL! CHECK FONE! WHERE?!

The Verizon store I went to was absolutely great! They took care of my problem in less than a minute!

I was unable to get a live person at local store. To many question all automated. Just was looking for a screen protector. Went somewhere else.

Never a bad thing when youre part of the Verizon family. Have been with them for years and will continue to. Over the years they are always right there to help with any needs and the prices on new electronics is great. Always easy to upgrade. Very friendly employees. Just waiting to help you. No a wait really. Clean and friendly. I just love this phone service provider.

Everyone at this store tells you different things, but everybody says they have been doing it for years.

Ask for Joey, he’s the best!

Depends on whos working honestly

Fast and efficient service

Found problem right away on my LG Phone. Always pleased with Verizons service.

The staff was very helpful! Especially Alex and Stephanie!! We moved our service from Sprint and had issues with my husband’s phone being released from Sprint. Had to go back to the store a few times and they were helpful and professional. Thank you!

This Version store is one great store . Fast service very courteous and very attentive to my concerns about my phone. The manager Alicia waited on me and checked in other people in-between trying to figure out my phone. Extremely satisfied with the service I received. Highly recommended. Will definitely return to this store.

Sales are kind of pushy. Staff is very knowledgable, also very helpful. Next time I will go without my kids with, my son made it tougher on the sales guy and harder for me to understand.

Love how when you walk in your are helped and basically assigned a person to help you do what you need to do. Great service!

Went today had some questions but because we werent buying anything they took care of two couples that came in after us sat an hour finally walked out... Teach your staff some kindness... If they are kind not so used car salesman ... maybe more sales well from me at least...

We arrived at a very busy time. Our advisor helped us get a different phone put on for one that got dropped and had a screen break and no longer worked. The lg g3 was 5 years old so it lasted a long time. Great staff member that we had. Enjoyable experience 👍

Monty is my favorite person you ever need something done you go see Monty Im not sure Im spelling his name right though I think it ends with the e not why but you go in there and you say his name hell hook you up real good guy

I spent a lot of time calling the customer service line to get nowhere. After stopping in at the store the staff was incredibly polite and helpful. I was able to get all of my needs addressed and move on very timely. Thank you to Alex, Stephany and Jawan. Outstanding customer service

A little pricey for phone bill but that is how the cookie crumbles in this business.Representatives are so much nicer and helpful than the Sprint store in the same strip in Machesney Park. They also dont lie to you like Sprint!

You can rest at ease that this team will treat you like family. They are attentive even while you are waiting for a free member. They went out to my vehicle and synced my new phone. Then I received a couple calls making sure that I was making friends with my purchases.

Excellent help

Very nice and knowledgeable people here. Its not the same as when you could get a free phone for signing a new agreement. That makes it tougher for kids who dont have a lot of money. We visited most recently to help our daughter choose a phone. Was really thinking she could get a free phone from their older models but they dont even carry those anymore. Not a lot of choice anymore.

I was having some issues with my phone, stopped here to see if someone could help. The guy told me to download an app and call the number in the app. Poor customer service!! Verizon is expensive as it is, they could do better with customer service at their local locations.

Great and outstanding customer service but the try to sell you SO MUCH! I understand thats the business, but when you say no, someone should respect what you say. Just a bunch of pressure, but they are extremely helpful.

Chase is knowledgable of the product - Google Pixel 2. He got my daughter & I off to a great start with our new phones. He answered our concerns & questions thoroughly. Thanks Verizon for hiring a VET.Marva & Nicole

Very knowledgeable. Now have to pay for the cloud. Felt like they were holding my photos hostage, as they would not be transferred to a new phone. Person waiting on me was sick. Should have stayed home

I am a 70 year old customer, not especially tech savvy, but certainly skilled in personal communication. I received a new iPhone 10 for Christmas and was experiencing problems purchasing apps that I had used in the past, so I returned to the machesney park store for assistance. The representative assigned to me was unfriendly and more than a little confrontational. The actual problem involved incomplete credit card information, but I also needed to reset a password that I couldn’t remember. He made me feel stupid for not remembering it and informed me that it was neither a Verizon or apple issue and that I should go home. He specifically told me that he could not help. When I remained in the store, he placed a phone call to someone who actually did remedy the problem. My issue is that he did have a solution but didn’t want to waste the time. I guess I have been spoiled by the superb customer support I have received at the apple store, but the very expensive phone was purchased from Verizon. This experience was shame based. I would suggest that your training needs to emphasize respect and understanding. It was not hard for me to see that he wasn’t telling the truth when he said he could not help me.

Found the people there to be very friendly and helpful. They get paid on commission, so this benefits them; however its still a rarity in todays world to see customers handled with such an accommodating attitude.

Negative 5 stars. By far the worst store Ive ever been in. Since I had issues and Israel wasnt going to make a sale he refused to help me. He told me to call online I told him Ive tried. He didnt care and went to the next customer. Verizon has went downhill so much. Ive been with them since 1998. I will be leaving this weekend for a different company. I liked how employees will park their cars where ever they want and block traffic. I do think the bs reply. There will not be a next visit. If you read my post I’m leaving. Company owner cant read or should not be the owner. Reading the ratings for this store and other peoples experiences, why are you still there. Why is the management still in control? They lost the customers respect and doesnt care. I work for a company that wants customer service to be remembered and if this happened there we would fire employees and management. You have cameras to show all this bs is going on but management and Verizon doesnt care. We are able to give you names of employees that did this, yet we get hope next time is better for you. WTH. Why great job, this is why people buy online.

Marc is one cool cat! Very helpful. This is the only store I visit, even though there is a closer location to me.

Sales rep was extremely unhelpful. Wasnt willing to pick up the phone to get authorization for a price match for another store. He seemed genuinely uninterested in his job or being helpful to long time customers. Went home and bought the phone from Best Buy.

Stopped at your store fri am was trying to get more data for my 2 phones the young man that tried to help me had no idea what he was doing. He ended up telling me I needed to bring in tax returns from my business. Are you kidding me. I promptly left. Called Verizon it only took 10 mins very helpful. And he got a big laugh out of the ridicules idea of wanting tax returns. I will not be back in your store. And I have been in business 28 years.

Very helpful staff. But I chose this location because they have chairs! Im in a cast and the one closer to me you have to stand for service. Yeah for providing chairs for handicapped, ill and aged patrons!

No stars too much joking and dancing around of the employee, always a big wait time make you feel like uneducated person when you are first approached negative stars if you had them too select.By the way had too put 1 🌟 but for the post -1star = ZERO

Quick in and out. Salesmen was help and attentive.

Very helpful though they couldnt solve our software problem. (Since this last review, we had a bad experience with one of their staff who lied to us and kept pushing to sell us a new phone. Im changing the stars to 2.)

They didn’t explain anything to us when we asked about the plan. Didn’t seem to know much and didn’t try to Help. He just try to rush through it all. Would not recommend this Verizon store.

Over an hour and a half to purchase a tablet at the store that we still have to wait for it to be delivered because the online purchases dont work and the store is unable to just cancel out...not the stores fault it was the corporate helps fault.

Quick and helpful service, no hassle at all when we had to replace a phone.

Staff very knowledgeable about Verizon plan. Limit on unlimited data for 4g is a problem for us. Verizon does not let you buy extra data to keep on 4g.

Terrible.....Not 1 employee could put a screen protector on, not did they want to. Still havent received my credit for it.Brand new phone and nobody can do itTerrible service at the Machesney Park store

Sometimes theres a wait but I find the staff professional and helpfull

Fixed my phone

Youve tried the rest... Now try the best. Superior customer service, and a genuine effort to actual PLEASE their customers! I know, weird, huh? I have been nothing but a pest to these folks, and have been met with good nature and extra effort to make me feel Verizon is not the uncaring, faceless multinational corporation with a soul black as pitch. I had a problem getting the My Verizon app to work on my new Google Pixel, and went to three Verizon stores (real ones, not those authorized dealers, who are authorized to do, what? Screw up your phone?!? Do you need authorization to do that?!?). None of them could unlock the app, giving up and telling me to call tech support. Tech support?!? Those boozers!!? No way! But when I brought it here, Blair and Isaac -- yes, THAT Blair and Isaac! -- sorted it out without breaking a sweat. Plus, Blair exchanged my case cuz I didnt like the one I had!!! Thats was my only reason. I would never have accepted that lame weak crap as a reason to exchange it. But Blair -- such a doll -- said No problem, sir, I will be honored to exchange the case for you! Okay, she didnt really say that, but she did exchange it, and without making me feel like a complete weasel!Seriously, this store consistently goes above and beyond the call of duty to give top flight customer service. Raises and promotions for the lot of them! Did you hear me, home office?!?

Doesnt matter what state youre even in a verizon store, they seem to get paid for how long they can keep you in the store. I realize I have a company phone, but every single time without exception, they come up with ways to make it as painful as possible. How about fewer staff, & actually training that staff on your products???? Maybe even training some to work with corporate clients???? Nah, why change?!

Great Place For Cell Sevice!

If you have any sort of issue they will shoot you out the door as fast as they can. No effort from manager. Sales associate tries though.

Joey did a great job!

Most unintelligent and rudest and sexist crew I’ve ever seen. I Reported this experience to district managers and a high up I know personally. Hopefully will revamp the store and get the bad seeds out that hide out back.

Spent an hour waiting for our issue to be corrected. The associate helping us was not at all helpful. He called tech support and left us waiting, wondering what was going on, for over 40 min. Over three hours ago we were told wed be getting a call in 3-5 minutes, from tech support. Still waiting, and the problem is still unresolved.

Fast service, helped me with an app, that would have taken me longer to locate

Got a new phone, dropped a bunch of options from my bill, service was fine. Got home Verizon emailed me my bill went UP after dropping 2 phone lines and gigs.WHAT???? Took 2 days and many calls and emails to get it straightened out. Last time I renew with them.

The man was magic. He turned on my phone in seconds. I tried for an entire day. Then the only thing that was wrong was my charger. And a new one was on sale.

Case covers are in back. Rep didnt act like he wanted to help

Always trying their best to help me when I come in dont usually have to wait too long before they take care of my problems with my phone or anything. Now the store in Ocala Florida where my step dad goes to get his phone fixed thats another story

Answered my questions but did not solve the problem. Veterans only get a discount if they have full service. I pre pay and cannot get the discount. Oh well I guess.

I went in last Sunday to upgrade my service and add a line. I checked in and started looking at phones. 45 minutes went by and I realized people who arrived after me were being helped before me. I informed an employee who seemed to be annoyed by me letting him know that I hadn’t been helped in almost an hour. He went to the back for about 15 minutes to “see what he could do” came back and said he could help me. Was very unprofessional and just overall uninterested with my business. I ended up getting a new iPhone XR with the dude. He sold me an accessory bundle that included a glass screen protector an otter box and car charger. He failed to tell me I had to register the warranty for the screen protectors lifetime warranty. He was just an overall tool. Offered me less than half of what the state st store did for my old phone. I only learned this after going to the state st store the next day to switch my fiancé to Verizon. Never go to the Machesney park Verizon make the little extra drive down to state st and talk to Devontay who bent over backwards to help my fiancé and I get the best deal they could give me.

Called to ask if they had case and screen I for Moto g7 when I got there they had only for Moto g 7 power.

Walked in. Got put on a waiting list, then waited and watched the staff assist every person after me that walked in the store. Waited for 40 minutes to be asked if I needed help then got put on another wait list. Expect it coming in.

Sat in store 40 mins with no help or service ! Employee s never asked if I wanted to see any of the phones or anything! Took my 💰 money elsewhere .....like where people acknowledge me!!!

Hadnt had any problems until I got my most recent phone. Told the salesperson that I wanted to be less that $250 (it was upgrade time but I didnt need to upgrade). He said no problem. Said all accessories were free right now and I chose a phone. Was able to put the cost of the phone ($250) on the bill. He suggested a change to my plan and said lets add this phone to your plan and gave me a docupad to sign. Gave me no paperwork. Bill comes - over $900 worth of charges!!! Accessories were NOT free (over $200), phone cost of $695 and I have some insurance I never heard of or agreed to. Verizon says sorry, you signed for this. I didnt sign for this! This is tantamount to a used car salesman placing his hand over the paperwork so you cant see what youre signing. Verizon gave me a $100 credit and suggested I go back to the store to return the phone and with my work schedule that is nearly impossible. Stay away from this store. Stay far far away.

Luv my verizon...there helpful,educational and very kind...👍

Knowledgeable

Fastest visit ever! Staff is attentive.

I went in to switch carriers and get a new phone. Tony was very patient, and helpful.

Only reason for 4 stars is if you get there too early the help is sparse. Everytime theyve fixed whatever my problem was.

Place has gone to hell since the manager Tyler left,was just there and were next in line but as we were waiting to be seen two couples came in and were seen before us because they knew we were not making any purchases

If youre going to upgrade or add service ask for Courtney he is the best!

Christian was quick and efficient, made our switch from sprint no problem.Give this man a raise.

Fine if you are ok with waiting 40 minutes for help. That’s how long it took with 5 staff members and having 2 people ahead of us and we only had an account question.

Waited for an hour; meanwhile, three employees walked around. So I walked out

The Visit to months ago was awesome in Loves Park. The Visit Rockford sucked

Great people help me with phone after I ran it over

So much has changedI hated going in because it always took so long. We got 2 new phones and everything was done and over with in like 20 min!

I hate having to deal with Verizon but the staff at this location made the process pretty painless. And my husband walked out with exactly what he wanted, so thats a bonus.

Verizon is expensive, but they know their stuff. This location always does a good job fulfilling what you need, quickly.

Awesome customer service! Thank you so much!

People at the 173 store are amazing... Always helpful

The customer service is truly non-existent. The business sucks anymore.

My girlfriend had pre-purchased the Samsung Galaxy S8 and opted in for the insurance. Her phone screen was recently damaged and she called in to file a claim and was notified that she never had insurance. It was never set up. She was going to have to buy out her contract and start all over. This was financially impossible. We went to the store and asked for the manager and quite frankly were not expecting any sort of actual results. Boy were we surprised. The General Manager Michelle Canova worked with us and spent close to two hours on the phone with her support team as well as the insurance division. She even stayed after close to confirm that indeed my girlfriend would be receiving a brand new phone for just her insurance deductible. This kind of service is rare now in the retail world and I just wanted to take the time to truly thank Michelle for really making a positive difference in our lives!

Why are they like going to an Apple store? Took forever to get help

Nice staff, quick service. Love the new look.

Horrible service here, good luck ever trying to call here either, I know why the verizon guy that did the commercials left fir sprint, this store manager is a joke to

All of the associates that I have dealt with have been amazing!

Great new style Verizon store, fast and friendly service :)