I had gone to this location to try and have then help me set up a new phone. They told me they could only do that with an appointment, so they set me up with an appointment, a week later, on January 5th, 2021 at 2pm. I got there for the appointment, and they were closed. No explanation as to why, and no call to reschedule the appointment. Their door has a calendar too, that says theyre supposed to be open, all month. I tried calling, and there was no answering service, only that the location was closed. Their google page says that they will be closed all week. I dont know or understand why they scheduled me for the appointment if theyre going to be closed this week. I dont think I will be going back, since their timing and scheduling dont make any sense or have consideration of the people they schedule.

You get the best deal at this franchise by talking to the manager, Michael. He knows all the issues, ands and buts of purchasing a phone. He will give you all the details of what a purchase price entails.

TRIED TO CANCEL AN APPOINTMENT FOR MY MOTHER MARIE AT SAUGUS MA STORE 9/18/2021 AT NOON BUT EMAIL LINK DID NOT WORK AND THE PHONE NUMBER GOES TO MENU THAT NEVER GOES TO ANYBODY TO HELP. SORRY BUT I TRIED MY BEST NOT TO WASTE YOUR TIME AND TIME ANOTHER CUSTOMER COULD HAVE USED

Easily ordered online for pickup, item bagged and delivered to my car. 👍🏼

I had one simple, but important question and I could not reach ANYONE. I was lost in a labyrinth of automation insanity for nearly 30 minutes before someone picked up the phone.

Had a question. Thats all. One question which required a yes or no. Nope, have to make an appointment. An appointment for 3 days from now. Yeah, ok. Im so mad I might switch carriers tonight.Verizon responded blaming COVID (after everything has opened back up). People came in after me to buy a phone, yet they didnt have to make an appointment. The question I had was I switched from a 4G phone to a 5G phone - it doesnt work, so does Verizon make you get a new SIM card?. Turns out the answer is yes, but she wouldnt even respond, just said I needed to make an appointment to get an answer. By the way, if you know what a SIM card is for, you know that having to replace it just because you got a 5G phone makes no sense. Luckily my phone is factory unlocked so I can take it elsewhere.

I wish 0 stars were an option. This store and this company have consistently gone downhill for the last 10 years.... time to switch carriers. Not a single customer in the store 6 staff hanging around yet I am told to make an appointment and come back. Amazing that after a year of covid Verizon cant figure this out. Good bye verizon.

Actually the experience was really good. A lot better than I thought it would be. Scott who works there was fantastic. Didnt sell me anything I didnt want. Informed me of a $400 credit I had on my old phone that I never knew about. What makes it 5 stars is that I had a couple of questions after I brought my new phone home and I went back, Scott was more than helpful to resolve them.

Verizon is a issue always, just wanted to call the Saugus store with a simple question and I spent 20 mins on hold and then I got custom service from a different state, you can’t even call the retail store where you made a purchase “ new policy” and not only that you have to make an appointment to ask the question and your lucky to get one the same day 0 stars and it’s not good policy for the consumer

Ordered an instore pick up call customer care because they are lazy and not processing it. Store told customer care that it takes 48 hrs to process which is a lie. Cancel the order went somewhere else.

Had questions, got answ.ers

Consistently a company and store that has performed poorly when it comes to customer service. The CDC has clear guidelines that has allowed the world to operate safely wear a mask stay six feet apart. I can walk across the street and eat dinner and any restaurant but Verizon has decided they care so little about you they cannot upgrade your phone without making you come back for an appointment. Shame on you Verizon shame on you you have failed your customers. And save me the BS lines about keeping people safe. Every other retailer has figured it out. If you cant time to close up shop.

You have to make appointment but the workers there are awesome 👌

The young man that I was just greeted by and waited on me at the Sagus store was amazing and a pleasure to deal with Im sorry I didnt get his name but what a pleasant experience that you very much!

Apparently 24 years old cant make decisions for themselves. Great policy verizon, T-Mobile here we come.

Incompetence at its finest right here, if someone calls to check the stock of a product, you tell them you have said product, then the person shows up for the product and you dont have it. Then you are the weakest link goodbye. Also. A Face mask is worn over your entire nose and mouth. Wearing it so it only covers your mouth is beyond pointless, if youre too ignorant to understand these simple things chances are you cant walk and chew bubblegum.

On Thursday we came in and needed help with a phone activation. Scott was so helpful along with the rest of the Saugus store. Will definitely be back for future.

Only open by appointment, and wont talk to you unless you have an appointment.

I was great immediately and professionally. The staff member Oscar helped me quickly explaining in simple terms (which I need) and did not make me feel as dumb as I am when it comes to technology. Oscar went over and above to address my issues. Found this experience extremely nice.

Helpful staff and good selection of phones. Phone shopping is not something like shoe or book shopping that Id do for fun, but Verizon made it fairly painless. Transferring data was handled well and they were helpful with plan options. This is a full service location with both sales and repairs so you wont have to find other stores. I find its worth it to have the better tech support options.There store is wheelchair accessible. Theres no restroom but you can use the Five Guys next door. Data transfer takes long enough to make it likely that you will need that!I usually get there by going into mall one, then driving up the connecting road.

Samantha and Valerie were both very helpful and patient when I needed to activate and back up my phone. Samantha went above and beyond with her customer service. She was able to answer all of my questions. Contrary to what authorized Verizon dealers/stores are telling customers, company stores are not going out of business. I would highly recommend the Saugus location to anyone who has Verizon.

TERRIBLE customer service from both the gentleman first assisting us and the manager. 2nd time in one week we went and couldn’t help us get my mother a new IPhone 11. Couldn’t help us with the pin on the account, etc. I refuse to give this location any business. Do yourself a favor and drive a few extra minutes to whatever the next closest location is. Unfriendly, unwelcoming, non-cooperative. As a VP at a major company, I’ve seen incredible customer service and know what it entails, this location folks, just STAY. AWAY.

My experiences at the Saugus Verizon store in the past were largely unremarkable until today. I had the pleasure of working with Britney (Brittany?) and she was absolutely fabulous! I was having difficulty using the MyVerizon App and had questions about qualifying for a military discount. She was extremely patient and took the time to explain everything I needed to know and shared some valuable information the MyVerizon app has to offer as well. Ive been a retail store manager for almost 20 years and she is exactly the type of person you want representing your business! Thank you Brittany! You were a pleasure to work with.

This company needs to get organized!! Service is good but, the whole experience needs work. Every time I call I the same stupid message . call volume is higher than expected, so wait time is higher than normal. Hello Verizon, my bill last month was 475.00 can hire some help? And maybe I can get my issues resolved......

As always worst customer service anywhere.

Verizon is one of those corporations that are better of not existing. I only came here because family, dragged me into joining the family plan. It was fun, because I had protester yelling at me,as if I dont hate this company more than them. Also, had to keep coming back because the phone they sold me had more problems than this company.

Scott was AWESOME! I used to be a Verizon customer 4 years ago. Switched to Sprint. Things were decent for a while but I could not deal with the service after a while with all my traveling. He was super patient and helpful with my wife, my mother in law and I. I wanted to take the time to recognize him for going above and beyond to deliver a superior customer experience in a digital age where the retail space is rendered useless by some. He is knowledgeable, flexible and just GETS customer service!

At the Verizon store the people were so kind and friendly. I never knew you can pay you cell phone bill and cable bill right in the store. We the kind of people that still write checks!

This corporate store help is useless. 5 of them sitting around doing nothing when I show up for appointment to have help installing a protector. They say they cant help me. And then they all go back sitting around doing nothing. Poor corporate store. Apple here come.

The staff were very kind and helpful! I had a problem and the man fixed it for me. He also backed up my photos and information and helped me find the best payment plan for me. I love Verizon!

Stopped by right before closing, and the staff still took good care of us.

Its sales! Nobody devotes extra time to you to explain anything in detail, you learn most of your phones functionality as you go. More details and assistance are available calling Verizons tech support.

Great experience with Verizon. I had a complicated issue and the staff remained friendly and professional even though we stayed past closing time to finish up my issue. Definitely worth the time.

Worst customer service I have ever dealt with having a line with the company for 18 years and they still tell you to leave without offering any assistance is just plain unacceptable for a company thats pushes their customer service seek other providers

Amanda helped me switch to Verizon and get my iPhone X today! Rediculously helpful, friendly, energetic, and professional. I recommend her to anyone who has questions about Verizon or their products! She knows galaxy and apple products! Trust me- you want this customer service!

Its an okay place. Only real thing I didnt like is when back in early 2018 when I upgraded my phone, I got ask Verizon phone and the guy told me they were out of stock. He suggested I take their newest model. When I asked how much was it he replied with and I quote it will cost you five something end quote. This is NOT me forgetting the price he litterly told me it will cost me five something for the entire phone. Me foolishly thinking it would be like $500 or maybe $550 for the entire phone I said yes. Got my first bill and it turned out to be around $800. If this is seriously how employees need to make sales by litterly lying about $300+ dollars on the total price then this is NOT good. This place needs to be transparent with prices. Im not all upset because my bill to pay it off is almost done but still telling customers it will cost them X something amount of dollars is not a good way of instilling trust in them.

Stopped by for a quick question about phone, waited outside till they let me in, girl helped me to fix problem in and out in maybe 10 minutes

Aweful

Bought a new phone today and the staff was very helpful especially the guy who was on his 3rd day on the job ...has an unusual 1st name and extremely helpful

I was treated very wellGreat customer service

If I could this place negative stars I would. One star is too many. The employee practices are deceptive. Be prepared to read every single word of your contract because they - or at least Mike - does not disclose all the information you need to make an informed decision even when he knows that you may be struggling with finances.BUYER BEWARE!!

Excellent - helpful, clerk remembered me from last visit

I understand why this place has bad reviews, I wasn’t helped the first time I went in. I thought I needed a whole new phone, but this employee Jhonny really helped me. He took the time to clean my charger port by hand and that fixed it not charging; he checked to see if I had insurance, I did, gave me a card to have someone come fix my phone screen. He also told me I was due for an upgrade when ready. If you aren’t getting the help you need here, ask for Jhonny this guy is smart, friendly and will help you. Totally turned my night and experience around, you’ll definitely leave happier than you went in.

Very helpful fixed my problem with my phone

Great Experience with Michael. Honest and very helpful.

Will not go back. Poor customer service.Employees do not have the knowledge experience or time to give you to properly solve your issues.Had more of a problem after leaving there and had to follow up on the Verizon phone representatives and other location.

Went in to activate a phone and got told it could not be done because it wasnt an iPhone 6 or over, even though I had activated an iPhone 4 before with a different store. Called Verizon and theyre sending me a SIM card in 3 days. Do not go to this store unless you want to waste your time and watch people play on their phones!

The employees are friendly and funny and theyre all helpful

Preordered the Galaxy 10+ and was told by Dorien it would be at my house on the 8th only to find out later it would not be shipped until the 12th. Now why would you tell someone that as opposed to the truth? Had to call corporate to have my preorder cancelled .

Fast,friendly service.The associates definitely knew their stuff.

Fairly courteous service. She didnt give us a chance to decline her activating the phone though, Wich is frustrating because she skipped the whole phone set up process, making it pretty difficult to go back and add in contacts, compared to when just dont it through the set up process

Wonderful service personnel. They also take customers in the order in which they arrive.

If I could give this place less than 1 star I would. Let me start by saying the salesman Mike was great. It was the manager Kathleen who was completely rude and unprofessional. It started when my niece went to look at a phone and attempted to pick it up like she had with other phones and the alarm went off. Kathleen came over and huffed and puffed about having to shut the alarm off. A little while later after looking at other phones my nephew touched the same phone and the alarm went off. Now mind you he had only touched the phone to get it to wake up so he could decide if he liked it. Kathleen was at the desk across the room and said loudly and with a major attitude that she had JUST told her not to touch the phone. First off - it was my nephew not my niece - he had no idea what had happened with his sister Secondly - how do you have phones on display that you cant touch? She sent someone else over to shut the alarm off and he was very nice. He explained this alarm was very sensitive and it had been going off all day.We were at the store to upgrade 3 lines, switch 2 lines to my plan and add a new line. We were purchasing outright 6 new smartphones - we were dropping some serious cash - around 5k. Again, Mike was great. He was patient and helped pick phones. When it came time to complete the sale we were told there would be an upgrade fee (WHAT?! $30 per phone to upgrade?! ). I had talked to someone at Verizon on the phone the previous day that told me theyd waive the fees because this was a large purchase and it wouldnt be a problem. Well with Kathleen EVERYTHING is a problem. When I told Mike that we were not going to pay the upgrade fee - he said he would go talk to Kathleen. He disappeared for a good 5 minutes and then came out and said shed take 80 off and thats all she would do. Kathleen wouldnt even come out to talk with us. We insisted that she come out to talk to us. Mike went back to get her and she finally came out and said whats the problem. I explained that we were dropping a lot of money and told her what Charlie the phone rep I spoke to the other day said about waiving the upgrade fee. Kathleens response? Then why are you here in the store? Why didnt you just do this all over the phone. Huh?! Seriously?! I said we wanted to see the phones to make a proper decision and if its s problem then we will just walk out the door now and forget it all, forget the 5k purchase, Mike loses out on the commission and your store will lose out on the sales. And I would write a bad Yelp review (here I am!) I said Ive been a loyal Verizon customer for over 20 years. She rolled her eyes and said fine - Ill credit your account for the fees. We thanked her for that. She then tried to upsell accessories - screen protectors,etc. I said no thank you Ill order them off Amazon for 1/10th what they charge in here. She said our screen protectors are guaranteed for life. I said Ive bought them before and they have not been worth the money and I dont have time to come back to replace it. Her response - oh you dont have time to go to the North Shore Mall to the kiosk where it literally will take 5 minutes to replace it, but ok you can have your $1000 broken phone. I said actually we bought insurance so we wouldnt have a broken phone. She walked away and immediately went to another associate and started talking about us before she huffed her way to hide out in the back room. It was completely unprofessional and uncalled for.During this visit we had also witnessed her getting in to an argument with another customer. Mike explained she was having an off day, she was the only manager there and was usually very nice. I know everyone has bad days - but you put on your big girl panties and you do the job you signed up for - customer service.To note - this was not the first time I have had issues with rudeness at this store. Shame on me for going back there - but I wanted to go to an actual store and not an authorized retailer.

Baa Humbug, it’s just so sad that the manager Kathy made no effort to rectify a mistake made by a sales rep. My kids will not be getting the Christmas gift they asked Santa for this year. I went into the store in Saugus to purchase two apple watches, made it clear I needed the watches for Christmas, there weren’t any in stock so the rep offered them to be overnighted, I agree to pay $14 extra fee, then asked again before I signed, the sales rep assured me that yes I would be getting the watches overnighted. To my dismay I received an email two hours later saying the watches would arrive the day after Christmas. I called and Kathy told me there was nothing that she could do once the order was placed. Doesn’t matter that is was their employe who made the error.No way to fix it?? No solution??? It’s just the way it is....Merry Christmas Verizon

Helpful. Thank you

Very very good love them

Always a pleasure to work with them! I highly recommend this location!

Rep was very knowledgeable and helpful.

Im always treated well at this facility. The staff is knowledgeable.

It was ok nothing special. Did a trade in and they took my phone in the back. Because the tech didnt know how to change something on the new phone.Could have told me she was taking the phone in the back.

Much more Expensive overtime, very unaccommodating to lifelong customers.

Terribly miserable employees, not helpful at all

Staff is very knowledgeablea and friendly

Went in to trade in my iPhone forgot to get a receipt. Sales lady pocketed my refund, never got my account credited. Bunch of thieves, go anywhere else but here.

Very bad service. Had to go in twice to solve my matter.

Not happy with some of the staff at this location....

Very good service

Customer service was just awful

Awesome service

Best service

Great service

Very long wait.

They tricked me and overpriced my invoice, and I had to go there several times to solve problems that they could not solve at one time !!

Low staffed store

No opinion

They never answer the store phone

Rude

Long