I came into the location looking to talk to someone face to face after I had been disconnected with customer care after an hour and half. The representative did not care that we were upset and never tried to deescalate the situation. I would NEVER recommend going to this location for any help. I immediately went across the street to switch carriers.

Bad customer service here, very little effort by the employes to resolve my issue with my Verizon account. I have been in good standing with Verizon for 5 years. No longer, I will be changing carriers. Avoid Antwan or Anthony... if possible, that guy doesnt know what effort is, and will not attempt to find answers for you.

Tried to call to ask a simple question. Kept getting badgered for an account pin. Why should I have to enter a pin to ask a question?Your phone answering system is terrible.And when I finally got hold of someone it was the call center and not the store itself. The call center had to call this store on their secret phone number that the rest of us cant call to ask my question. Took me over a half hour to get a simple answer...

Not much in stock. I went to buy a new phone and was told to go home and order it online. What good is the store?

Staff nice. Store stock and displays need to be more informative...specifications and prices would be nice. Expecting customer to search for this information on the phones is not helpful

Your advertised speeds are comically false. At home I’m lucky to see a download speed peak at 25 kb/s. Today has been exceptionally mediocre, so I’m putting your company on notice: the second Starlink becomes viable in my area, you are fired. What makes you think you have the right to provide speeds that barely even keep up with third-world countries’ providers?

Antwan was our representative, and it was NOT a good experience. We bought 2 iPhone 12 Pros and an iPhone 12, trading in 2 iPhone 11s and an iPhone 8. First, he did not inform us that both our new and old phones were disconnected when we left the store, rendering us phoneless for our 2 hour drives home (in separate directions). Second, we purchased screen protectors, specifically with the bluelight filter. He did NOT put the bluelight filter screen protector on one of them, but we weren’t aware until later. After placing the screen protector on the phone, he put the phones back in the boxes, instead of letting us see them. I felt like he was rushing us out, at times, but leaving us at other times. Also, we asked about other members of our family plan trading in, and he said to do it before the deal was over. They went today, and they were told that we used all the credit for the trade in promotion, AFTER they paid off their phones early to do it! Lastly, I asked Antwan about the Verizon Protection for the entirety of the devices on our plan (has to be added with a new purchase), and he said, Yea, we can do that.” It wasn’t done, and now we can’t add it, because we didn’t add it at the time of a new purchase.Overall, go to ANY OTHER Verizon store to get help. I’ve never had this type of experience Verizon before, and I’ve been a customer for over 20 years. I’m so frustrated that I’m contemplating returning the purchases.

This place makes it nearly impossible to make changes to account. We had to drive over an hour to get services needed for my Mother in laws account and my husband had her power of attorney.

Cannot talk to a person at the store, goes to national phone system. Try to make a appointment, unable to weeks out. Store understaffed and limit and they always refer you go online, Due to what they can do.

Caron did what I needed and if that is not customer service then I don’t know what is.

The customer rep what help mean to look for my cell phone case was very courteous and nice and very helpful Unfortunately they did not have my case for my particular phone but my partner did receive one for dares thanks for the help.

With a 1 hour or more wait just to have my phones system checked out for errors, this is inexcusable.

Bryan Osborne has been great to deal with for my company. He is very professional and knowledgeable about his job. He also treats you like a friend instead of a client.

I recently changed to US Cellular, because the Verizon service was not good in my area. I’ve been with Verizon for 10 years and never had any problems with the service, except at my house. I’ve been trying to contact customer service for the past two weeks and can’t get any response about my final bill. I went to the store in Dublin and they said the wait times have been 1-3 hours for customer service. I called the Roanoke store because I was told they could help with my bill, but I couldn’t talk to anyone there, because it kept sending me to the customer service line!

Poor communication by the rep. We waited over a hour while other customers after us were waited on. He texted that we were next in line but never received a text to come n the store. After a hour we went into the store & was told a text was sent that we were next in line. That text does NOT tell u to come back n the store. When waiting on us was told ordering a phone had to be done on line. Total waste of our time. Be better at communicating!! Be better !!!!

Sales lady was very nice and knowledgeable about the products they carried. She helped me get my phone straight after an update failed to install properly.

Needed a new phone came to Verizon and met Bryan. Nice,friendly and knew what he was talking about. That is always a plus. He worked with us for 2 hours. And I left the store happy . Which is also a plus.

We wasted 2.5 hours there Black Friday and left with nothing. Apparently they didnt know how to complete an upgrade. Verizon used to have Great service.

Location has an intimidating armed guard. Staff instructed me to go next to “Batteries and Bulbs” for help with my SIM card issues, and said there would be a charge for that help. I’m not shocked that I had a bad experience at a cell phone store, because Sprint stores have always been awful to visit. I’m just surprised and saddened that I had this kind of interaction at a Verizon corporate-owned store. The one in Salem was really good, but Verizon sold it to an authorized retailer. In conclusion, you’re better off going to Lynchburg or somewhere else. This store will waste your time, guaranteed.

Make an appointment !! All good

Went in and got what I needed and was on my way in no time, Caron was great help and very knowledgeable of his products.

The best (decoration) verizon store in Roanoke area, good location, good service and good people. wish they offer some variety selection of samsung galaxy watch 3 bands!With sell for sure 😊

Went to the store to upgrade phone and add a line back in January. Going into the 5th month and the bill is still not accurate. Have contacted Verizon customer service twice and been by the store two other times. Horrible communication and lack of follow up.

Very happy with everything.

I walked in a great mood to purchase a new phone. There was only 1 person waiting ahead of me. I waited for 45 minutes for a rep. The rep was condescending and loud. He seemed to be upset because I would ask specific questions. When I asked why he was so loud he said. I just talk loud. Well I ve decided I do not want anything. The manager(Joe) said he was going to get me someone else. After waiting another 10 minutes I left. Horrible experience. I have been with verizon 11 years. TIme for a change.

Amazing service at a decent price

Rachel Tennison is the best. She listened to what my needs were and got me the perfect plan and upgraded my phones without breaking the bank. The customer service was amazing. Thank you so much.

As far as phone stores go, this one had attentive staff and eventually solved my issues. Note to self, dont be in a hurry.

First time going to the store today and they want you to take a seat just to look at cell phone cases. There was some kinda of security guard there too that made it seem very hostile by his attitude. Not going back. Very stiff and uncomfortable first impression.

Upgraded a phone online a day earlier and received an email confirming that my order was ready for pick up. Went to the store and I was greeted immediately, but the employee stated that my name was not on the pick up list. I showed her my email confirmation and order number, and the notification that my order should be there. It didnt matter...she was abrupt and just said that if my name wasnt on her list then she could not help. I asked if she could search by order number and she refused and stated that since her store didnt process the order, she couldnt assist and that her system didnt allow searches by order number. She told me to call and ask them (online Verizon) to locate my phone. I asked for a manager and she said she was the manager, and when I asked if she could help locate my order by contacting online Verizon, she refused. I went to my car to call online customer service, and the automated service advised that my order was at the store and to contact the store directly for assistance!! Very frustrating! At that same time, the manager comes out to the car and says that the order just came through and she could help me now. I didnt believe that an order that I had received the pick up confirmation for 24 hours earlier had just miraculously been processed and thought that she probably looked elsewhere and realized her error...however...I thanked her and received the phone. Would have given one star for some of the worst customer service ever, but once my order was located, the staff processed everything quickly and assisted with accessories.

Service excellent but had to wait 25 minutes

Chas was very helpful when I purchased a new phone and accessories. He treated me with respect and was nice even when I wasnt quite sure about my choices. Thank you for a good experience with your Valley View store.

Shoutout to Isaiah for fixing an issue for me that 8 people prior to him couldn’t solve. From now on, this will be the location I visit instead of local authorized retailers. Thanks Isaiah, loving my new iPhone. 💜

If youre interested in buying theyre helpful. If you want most any kind of after sale service youre probably going to waste your time driving there.. just call 1800#. This may not be the case for phone damage or warranty repair but seems to be true for anything else Ive ever needed.

Phone wasnt charging, so I stopped by to see if somebody could help. Joshua Morgan greeted me at the door and helped me get it resolved. Great Verizon location. Joshua is a lifesaver. He was really friendly and knowledgeable. Id suggest using him to get your next phone or device. TgaTha again for the help

Could not fix my Samsung Galaxy S10 phone my icon on my phone of my Google when you tap on it and ask it a question it comes back in a gobbling kind of voice. Terrible Service.

I woke to a malfunctioning phone. Since the battery couldnt be removed in the model of phone I had, and wouldnt reboot, I went to the Verizon store for help. My interaction with a lovely lady named V couldnt have been better. She listened. She spent a lot of time trying everything to fix the problem, before we both decided that it was beyond repair. She asked the right questions about what I needed in a new phone, including price and options. I was impressed and extremely pleased with my purchase and with the level of customer service. I never felt rushed or pushed into something I didnt need. This is definitely a five star review for a five star experience for a five star Verizon employee. Thanks V!!!

Checked in with my account to get my daughter a new phone. My wife and daughter stayed in the store while I went to Starbucks for a coffee. Came back 10 minutes later and they still hadnt been helped. Come to find out when I checked in with my phone number, the guy listed my name as black polo in reference to the shirt I was wearing. So instead of asking for my last name they skipped us over! They proceeded to check us in second time and made us wait another 10 minutes to be helped. Great customer service Verizon! I would think my $400 monthly bill would warrant a name versus the color and type of shirt Im wearing.

Joshua was absolutely wonderful!

I can honestly say, that I hate going to the Verizon store. I always feel defeated when I leave. Or like I have been bullied into paying $1,000 for a phone because a new one was released and they dont carry the S9 anymore that just came out.

Theres better ones in town

Customer service was great! Greeted at the door and only minutes before an agent came to help me. He was very willing to answer all my questions and never tried to talk me into buying anything. He even checked out my account and realized he could lower my payment. Who does that?? I did purchase a Verizon tablet. I highly recommend working with Damon Hamilton. Thank you, Damon!!

They wasnt very helpful! I guess Im used to being helped in person, not going into a store to be told to call a number!

They were not friendly a all

We just switched over 3 lines to Verizon. One of the best customer service experiences ever. Bryan was helpful, didnt push items or services on us we didnt want, made good suggestions, and gave us a great experience. Everyone was friendly and helpful. Waited about 15 minutes for a rep, which gave us time to check out the phones we were interested in. They let us know our wait was almost over when only one more person was ahead of us. Bryan knew the equipment well and was able to give us helpful information. Maybe a long time ago this store struggled with customer service, but they definitely get it now. Highly recommend this store and their sales staff to anyone!

Thought I would give them 1 more shot after being away for 10 years, because all I heard or hear is how great they are. They havent changed and actually have gotten worse. 2 months ago I left sprint from what I thought was bad customer service. Verizon is worse. I was told my bill was going to be x amount, but its 20 dollars or more higher. Was told when I switched from Sprint Id get 200 rebate per phone. They waited the full 6 weeks only to tell some lie of how I dont qualify. Update: Rocky fixed the rebate, so Im upping to a 3

Good service at the time of my visit.

Busy. Polite. Knowledgeable.

Just wanted to take a moment to say what a great experience we had at this Verizon. Our associate, Don Lampley, was extremely helpful and friendly. We were there for over an hour and a half setting up my new phone and switching my old one over to my husband. We felt like we were hanging out with a friend rather than dealing with a slow upload on a phone. Don is a true asset to any organization, and Verizon is very lucky to have such a valuable employee. Thanks again Don for the one of a kind artwork!

Awesome experience. Lovely store, great team, easy and to the point with no nonsense. No one should even bother with the Hollins Authorized Verizon retailer with this place as an option.

Customer service is good if you are not yet a customer, once you sign on the dotted line they will do little to help or even understand any problems you have after the fact. Everything is your fault even when you show documented proof that shows otherwise. Verizon gives you 10-14 days to correct issues after you sign up, however you dont get your first invoice for 30 days, kind of hard to fix a problem within their time frame if you are not aware a problem exists until your first bill arrives. Completely unethical business practice!! Dont trust their website either, I upgraded my phones online and on my renewal/upgrade invoice it said my new monthly payment going forward would be $140.00, my bill came in 30 days later at $268.00 quite the difference from what they stated it would be. When I called Verizon to discuss the issue they played dumb, i asked them to provide me an email address so I can scan my invoice where it shows my new monthly payment was going to be $140, she indicated they dont have that capability and advised me to go to this corporate Verizon Store, I went next day during my lunch hr, thinking this would be an easy fix, especially once I showed them my invoice, I spoke to 3 levels of Mgrs who each acted like I,was an idiot and pushed blame to me, the customer, for misinterpreting the info. Kind of hard to misinterpret a line under your payment amount that says your new monthly payment will be $140. Getting upset at this pt I asked them if your furnace broke, and you called me to fix it and I provided you a written quote of $600 to which you agreed, I fixed it, left, then sent you an invoice for $1100, would you pay it? the store mg replied, mam, you are comparing apples and oranges, am I? Seems the same to me. So I then asked them so what does that line mean then, they were not able to explain it and provided me, the customer, no discount, no apology of error or mistake on their part, and no other remedies of any kind! Now Im stuck in a 2 yr contract with a company that prays on customers through misleading information and false advertising. How is this legal?

This has to be one of the best Verizon stores out there. The customer service was awesome..I was in and out if there in no time . The associate examined my phone, phone cord and brick and determined that I needed an entire charging unit in less than 5 minutes, and had my sale finalized, shortly after. Normal Verizon visits for me are 30+ minutes, but I was in and out of there in 15.

Quick to respond to a very busy cliental. Showed my ID phones in the bag! And out I went! Very streamlined.

Upon arrival, I was quickly greeted and asked for my phone number to take advantage of Verizons integrated and automated ticket service (think DMV, only via your phone). I noticed that there were quite a few people sitting, apparently waiting, and asked if I could just browse accessories for my cell phone. I was told that I would have to wait my turn and that I could expect a 20-30 minute wait. This was disappointing since I was there in a self-help capacity. I had to leave instead of waiting to look at products on my own. Despite my experience, associates were considerate and it was otherwise a pleasant, but brief, stop.

Spoke w/Zach by phone here at the Valley View store. Didnt even have to come in the store or anything. Everything was done by phone. My account was updated within just 20 minutes. Zach was extremely professional &has great phone service/phone etiquette. Extremely pleased w/the service I received from Zach over the phone.

Today was great because I only needed a car charger... but in general the service has gone down tremendous. I hate how long their process is.

So sick of Verizon. They keep messing up something new every time we talk to them. Our data tower wasnt working, we couldnt get online with anything. This went on for about 3 months, with us calling a few times. Finally we got a guy who told us that one of the other people changed it to a phone line instead of a just data one like we had it. Well after he changed it back, he said give it a few days. It still would not work. We had to go to the store & ended up having to get one mailed to us.Then another time my husband went to get his update for a new phone & then went again for another one, meanwhile I havent gotten my updated phone yet & its been 3 years. & I asked him if that was right cause he had already had an update & he said the guy said Yea... Well nope. We called & someone put down that I have had my phone for 6 months... Ive had it for 3 freaking years. & where we live right now we have to have Verizon, as soon as we move, Im going back to US cellular. I never had the issues with them. & they dont charge all these hidden fees. With how much money they are getting... We should have great data service & we dont. We did when we 1st got the contract & the 1st few months it was great, then it got worse from there. Yall need to boost your towers or something. Verizon are nothing but thieves.

This location stays busy. We drive by it alot and they are always slammed with customers.We just switched back to Verizon after being away for a year. Our sales associate was very friendly and knew the product well. What questions he didnt have answers for he found answers quickly. We were transferring 3 phones so another salesperson came alongside to help. She too was very helpful. We watched them work well together to execute our transaction as well as help their peers around them as questions came up.We were there for quite a long time and got to witness how other customers were being treated. I must say I didnt witness anything negative.Having done my homework ahead of time on the Verizon website learning about their product and policies, I knew what questions to ask. I asked some probing questions to test their knowledge and honesty and not once did I feel they tried to gloss over or give me a bogus answer because they didnt know and didnt want to take the time to find the right answer.

Corporate store not reseller. Tends to be crowded so come prepared to potential have a wait. There is a Starbucks a few bays down. Staff is knowledgeable and friendly. Weve had good experiences with Kim and Leslie

Friendly staff. Coverage is awesome. Dont like you have to pay for services that are free with other providers, or built in features are disabled on phones so they can charge you a monthly fee to unlock otherwise free features. Theyre better at your wait time than they were in the past.

Great service from Joseph at this location!Loved the fact that a kind and polite young woman met us at the door, took our name and we had just a short wait to get help. Pleasure doing business with this location. I dont know where the other reviewers had their bad experience. Glad we didnt have any problems. Thanks Verizon.

I talked to a car named Jacob. He got everything done moving my phone to separate account.

Store has too many restrictions to do business with. Purchasing a phone is better deals online with phone manufacturers & link clicking onto Verizon site to connect service! . Not a friendly experience.

Very organized. Place was really busy, but they add you and your cell number to a list and you can see where you are in line for help. Awesome system.

Never went there without running into problems. They either lie about the products functionality, leave out important information, or tries to up-sell you a device that doesnt solve the problem that I went there for. It is absolutely absurd.

Basically would not fix an email issue on my new phone. I would NOT recommend this location at all. The employee I purchased from was borderline defensive and the manager not much better. Theres more, but hardly worth MORE of my time!

Good group of people here. They were helpful for the problem that I was having with my phone.

Very clean store, staff was excellent and very friendly. Bryan is the best!!!

Great service!

I salute the staff and my sales associate Toni Ballard at Verizon / Valley View store #06665-0. Received my preordered Note 8 in the mail on Tuesday 9/5/17, so after the difficulty of it not able to activate. With patience you can conquer any situation, so by Saturday 9/9/17, after many attempts of different scenarios and not to mention the several phone calls that was made to there tech support etc.Finally Toni conquered the battle with my Note 8. Job well done !!!!!Thank you, Roy W. Perkins

Salesman was not helpful at all acted like we were keeping him from something else hed rather be doing

The tech that assisted us was rude to my wife and myself. He was not very good at communicating to us, the customer, what he wanted to know and what he thought the problem could be. He also thought that because I was using a different launcher on my Note 9 than my wife is that somehow that would alter system operations such as Bixby and OS versions.

Very nice people.

This lady was extremely helpful, kind, and resolved the problem quickly, a valuable employee.

Got my new phone from here. Great place! The people here are very kind and nice and will help you with practically anything.

Excellent Service!!!

Thank you Chris we only needed to learn my moms password and they did not make us wait an hour an hour and a half because 15 people were ahead of us he finished up the couple things he was doing and come over and helped us thank thank you so much Chris Valley View Mall Roanoke Virginia

Extremely unimpressed with this location. An hour wait for a simple accessory return is ridiculous. They could easily follow the model used by stores in other states and create separate queues in the system for phone purchases and technical issues instead of forcing everyone into one less efficient line.

Help was good. Couldnt fix each issues but to no fault of his own. He took care.of the most annoying one and was very sweet.

This is a great place to get your phone they have great prices and I have great phones and you also get a tablet sometimes free I request that you go to their tell them that I thank you to be a customer at Verizon cause it is a great place to a go to Verizon and get your phone I love my new phone it is great and I got a tablet with it free I pay $25 a month on the tablet and it works everywhere it has rapa and not everything on it I request everyone to go down there and let them know that Debra Brown sent you there

Came to the store around 7:30 pm in 08/02/19, this has always been my favourite store inspite of the long waits which is quite normal on weekends due to slight under staff, The associate did not want to help me to port over back to verizon because the verizon online marketing dept had sent me the new sim card -he told me to call the 1800 number ( porting dept ) & it will be just an easy process to get a new sale -new customer, i personally will not recomnend this store -for the poor service and the customer service rep .

My questions were answered quickly and efficiently. A bit of a wait due to the volume of people in the store but all of the staff were moving as quickly as possible.

The guys here always get me taken care of. Had a lot of issues with my last phone and they made sure I had it replaced in a timely manner. Thanks!

Josh was awesome! Very friendly, knowledgeable, and efficient. First time I can say Ive actually enjoyed a trip to the Verizon store!

Had Josh he was awesome fixed my phone fast was friendly and showed me new phones I am working yo get which had upgrade offet

Very busy Verizon (not a reseller) spot, but well staffed, so they get to you quickly. Excellent service in my visits there, with knowledgeable staff who are willing to spend time with you.

If I could give Zero stars I would. Ive been a Verizon customer for 9 years and I have never been so disgusted and disappointed. I purchased a NEW iPhone 7plus six weeks ago. The phone is a lemon, Siri doesnt work and I cant make or accept phone calls. I also purchased the warranty plan. Verizon sent me a refurbished phone and refuses to replace my phone with a new phone. Ive made exactly one payment, Ive not dropped or damaged this phone in any way. It doesnt have a scratch on it. They told me I could drive 200 miles to an Apple Store to have them replace it with a new device.

I left verizon almost 3 years ago and they have tried making me pay them another bill when i have not been with the company over so many years and they charge $200 for one small flip phone and trying to ruin my credit by making debt collectors call and i was in the store with the police and bank statements showing what i paid the last time and when i closed their services the manager was rude and disrespectful towards us and still wanted me to pay for the phone when i did not have it anymore and im on a better and more affordable plan from another company and their employees and managers dont harass and disrespect their customers

The virzon employees are all ways looking out in the parking lot when they are helping you. This happens every time. I guess I need to stand out there when I need help.

Dont use verizon. Worst customer service, Phone is worthless. All verizon want is your money without. Employees dont care and are lazy! Run away as fast as you can!

Didnt get the help I wanted.

The people at this location are ok to work with. They tend to be busy each time Ive been in so there is always a small wait time. They dont seem to have any care about your wait either. 4 stars for ok service but did get what I needed. Will only go back if needed.

Excellent customer service. Very knowledgeable. Fast friendly

On a given day we desperately need aPQRTABLE/CELL PHONE

Mitch Westhoven was my sales rep and he did an absolute awesome job! He checked to make sure we were on the absolute right plan and checked again to make sure we wouldnt have overages when we added our tablet. Thanks Mitch!!

Excellent service..was able to get new phone in short time frame.

Best customer service ever!!! Did not have to wait long on a busy Saturday and Zach was very helpful and we did not feel rushed to make a decision.

The new “business model” is ridiculous. You walk in and have to search for someone to sign you in. Once you’re helped, the person literally gets the phone for you and says have a nice day. Per their employees, they surveyed their clients and found they would rather “do it all at home”. Well, I live over an hour away so, if something goes wrong I can’t just pop back into the store. My husband and I spent over $1200 upgrading our phones and such and were in the store for 5+ hours trying to transfer our information because you can now no longer leave your phone with someone to transfer your information. As a side note, while we sat there for 5+ hours the floor manager was completely rude to a client who had just purchased a new phone. Talked degradingly toward her for not understanding how to transfer her information from one phone to another. I’m in my 20s and still need help navigating my iPhone on occasion, this poor woman was in her 50s and if she is anything like my mother, she needed the help with her phone. The floor manager repeatedly walked away from this client and told her “I don’t have time to walk you through this step by step”. He wore his badge where you could not see his name but, Verizon, if you’re reading this he was the floor manager on 3/9/2019 during the day shift. We’ve contemplated switching to Sprint (all 5 of our phones and 2 iPads that have cellular) - we may just go forward with it!

I worked with Johnathon and he helped me get two phones switched over to Verizon. He was great and it was seamless!

Don is the best. Like no other appreciate everything hes done for me @ Valley view Verizon 😁