Stay away from this store. I went with my family to purchase the new iPhones 13 and to enroll in a plan. The lady who assisted us lied to us to sell the plan. She told us our monthly bill would be 345 but it was actually 635 with a bunch of fees included that she never told us. Please never go there.I went for help after I got the bill, they told me they would help but Lisa the manager was rude and ignored me. I left without anything solved!I am very sad to see how bad I was treated.

Literally the worst customer service. I waited in line for an hour, without being checked in or greeted for 40 minutes, then told I couldn’t be helped. I had a valid ID and all I needed was to add a line. This is why I’m switching plans.

Caitlin was fantastic, however, when I arrived, there were 4 people behind the counter, all four were helping 2 other customers. I waited approximately an hour before I was helped. Another couple walked out. I WOULD NOT recommend going there unless you call and have an appointment. My experience with Caitlin was fantastic. Would work with her anytime, anywhere.

We walked in on a week day. The customer service promptly stopped us and told us to wait to sign on to even look at phones. We waited for a half hour. A gentleman who was there before said he has been there for an hour. There were 4 customer service agents- 2 customers being helped- 2 customers waiting. NEVER ONCE were we told it would be awhile, that there was a large order- we were just ignored. My husband went up to see how much longer it would take and the manager, Lisa, would not even look him in the face when she told him that we have been helping these 2 customers the whole time you have been here. You will be helped in the order in which you were signed in. That was all we got. She never once looked up from her tablet screen.Literally the worst Verizon experience. I have been to Verizon stores on black friday and had better service.I would give this place 0 stars if I could. Bad customer service. Bad customer relations. Do not come here unless you have all day to waste and a pocket ready to fill with ignorant excuses.

Don’t waste your time going into this store. Could’ve called a Verizon number and got better customer service over the phone than what I got in the store. In fact, if you go to this store that’s probably what they will tell you to do- unless you want to make a confirmed purchase that the sales representatives profit off of from commission. Then I’m sure they’ll take great care of you.

Very big. Excessively white. And very slow. Not a single chair. There were three associates and just three people waiting. It took an hour to switch from T-Mobile to Verizon.I should admit the associates were nice and attentive. However, it was Saturday. They could expect more customers than on weekdays.

I did walk-in Monday, was greeted at door. Approached by Brett, I made a mistake and went elsewhere and was very upset with my bill. Brett spent over a hour figuring out what was wrong and explained in detail my bill to me. He went above and beyond to make me comfortable and provided a chair. Great customer service!

I came in today because I was having difficulty navigating the claims process for the repair of a broken screen. I had already been online at home, was very confused and felt I needed some in-person help. The customer service person at the store told me that they go through the same channels that I would and to just go home and call Asurion, the insurance provider. She would not even help me! I spend hundreds of dollars each month as a customer, and I couldnt even get a real person to help me after driving all the way to the store.

Went to store with my husband to cancel service on our tablet. Brent verified my husband with his ID and then proceeded to tell him he could not help him because he didnt have a pin # for us to call on phone to cancel service. I asked him to call and he would not. On way home my husband called Customer Service and was told our account was locked and we could only be helped at a store. Said Brent should have helped us. I now have to go to another Verizon store to try and get this cancelled.

They seemed more interested in giving me reasons to call Verizon customer service rather than help me out

Good luck getting a real person to talk to. For a communications company this experience was absolutely horible.

Alyssa is the most compitent and helpful employee here. If it wasnt for her I would have gone back to Sprint.

Verizon is notorious for sneaking in extra charges.....stay away. I paid my bill and they charged my card twice, now I have to wait up to 8 weeks for a review and hopefully a refund. I had 4 phones on my account with a $40 line charge each. The other person on the account is taking her phones to another account. Contract fulfilled and phones paid for. The two phones I have that had a $40 line charge, they increased to $85 each this month and then they say it will be $65 each after that! Comcast here we come, great service no extra fees, flat 40 a month unlimited, no gimmicks. My mom left verizon and went to Comcast and loves it! Better reception, downloads ect. Get your game together Verizon...

Terrible customer service. Brent told me to go to Best Buy, which I did. Great customer service at Best Buy. Apparently they tell a lot of customers to go there.

Went to the store to upgrade phones with my Dad (over 70). Horrible only one of us in at time because we are on the same account. No one in store. Very limited phone selection. Did not want to help. Basically, go online and order it. Went to Best Buy looked at phones there. Wait was for ever, everyone shops at Best Buy for phones. Called verizon in Best buy. Horrible to get through, finally got someone (who was great). Still 45 min. Verizon is horrible. Still on the phone 2 hours later to cancell another phone. Sales person could not do that, have to be transferred to customer care. Stay away from this store, 3rd time go therein the past 2 years and no help!

Customer service is the worst. I f you are there to spend they are all over you. Otherwise they give you an 800 # where you wait forever on hold.

Its not very cost effective for Verizon to still have stores considering most things you have to do online if youre an existing customer. I dont blame the employees at all Caitlin was super helpful and we basically did what you can do on your own, in store with her; We all learned together. She made the experience pleasant but the stores purpose is basically just to pick up the phone you order on my verizon app.

Brent was super helpful in getting our issue resolved

Rude and claimed he could help with an account after he we told him we got our devices at another location

Told you, I have time to do this and multiple phones, get your stuff straight or one star reviews, more every day will continue

Brent was super helpful! I had to go in twice and both times he was super patient and nice :)

The gentleman here was cold and arrogant however the lady who helped me yesterday was amazing. She was very easy to work with and went above and beyond to run thru options for replacing my phone.

Great customer service, but no inventory, suggested to go somewhere else.. SMH

Gracious and accommodating customer service, especially in light of COVID restrictions.

Theyre only letting like 2 customers in at a time...... The place is huge. The restaurant I work at is seating every other table. Theres no reason verizon cant have 10 customers in there. People standing out in the cold for no reason. Despicable.

I made an appointment days in advance, was stopped at the door and seemed like they kept pushing us to best buy or the other Verizon down the street, Ive had verizon service 20 years and everytime I stop at this location the customer service is just terrible. I went down the street by panera bread and was treated like a customer. I pay $140 a month for my cell, a little customer service is all I ask

Josh was informative and was very helpful

I went in last weekend to get some more information about pre ordering and switching from Tmobile to sprint. The guy I worked with unfortunately I can’t remember his name. He was great slender guy with dark hair. The guy that gave me the worst impression was Jaime and just Incase there are two jaimes there he is the bald one. I waited outside to come in the store no big deal he greeted me kindly and told me to enter the store as I was about to enter a lady started to walk out without me seeing her he said step back and pushed me in the stomach with his iPad so the lady could come back. That was the first instance. The second thing that threw me off about him was an older gentleman looking like he was in his late 70’s asked where AT&T was to Jaime and Jaime said you’re at the wrong store. He walked him outside, pointed up towards the big Verizon sign and said “read the sign! It says verizon! AT&T is across the street” and walked inside very rude. I decided not to switch to Verizon and instead went to AT&T. I believe this guy should take a lesson in customer service

Spoke to a employee about getting new Apple AirPods. He said 160. 😱 Best Buy had them for 144. Employee stated they probably didn’t have them in stock. Which they had plenty available. No sense of customer service or professionalism was rendered.

Poor customer service.

Great customer service and cool store. Good selection of phones and devices. I had just popped in for some trouble shooting assistance on my phone. They helped.

Zero customer service. Unhelpful and told us to buy a phone elsewhere and theyd hook it up. It was like nobody cared whether were got what we wanted or whether or not they made a sale. Completely just bored.

I have been a customer with Verizon for almost 15 years, and would recommend them to anyone. I recently purchased a Samsung Galaxy Tab S4 and the associate was very courteous and knowledgeable. As he reviewed my account he saw where I could upgrade to unlimited and save money on data. When I opted for the insurance on the tablet he pointed out that switching from individual insurances to a single fee account wide insurance would save me money as well. Overall I got a new tablet, and reduced my bill by twenty dollars.

Terrible service. The gray-haired guy who helped me treated me a like an idiot for wanting to buy an older iphone model and not wanting to sign up for a payment plan (I may not know much about phones, but that was why I went into a store for help!) I ended up walking out after about 5 minutes. Definitely will never visit this location again.

Missing the days when Verizon salespeople knew more than me. Spent a ridiculous amount of time back and forth at the store just to end up calling Verizon and completing my request over the phone.

Alyssa* and Jamie* were exceptional, they provided great customer service to us and advocated on our behalf. Appreciate you both.

Brent was super helpful with my phone, spent nearly an hour fixing my phone. Thumbs up.

John was amazingly fast replacing my screen protector and did a wonderful job!

This location had NO desire to assist me. I left frustrated and wasted a good hour and a half of my time. I went to the Frederick, MD location where they were happy to help me. I was in and out in under 10 minutes. I will NEVER go back to this Winchester location.

Picked up a new phone. New way of setting it up, they no longer do it. They hand you a bag with your new phone and extras a thank you and go home and follow the bouncing ball. Well it didnt work the way it was supposed to and ended up spending more time on the phone with Verizon than if they had just done it in house. What happened to customer service? Granted this may be a one off and just me.

Was in this location for 4 hrs. Last was patient on helping me get my account straight. I would give 5 stars but cant dye to customer service dial in.

Not a fan of Verizon... Only went there because my work phone used Verizon. While I was there the person who was assisting me, gave me the impression that they knew everything. After an hour, I was the one who solved the problem.

Horrible customer service!! Walked in looking to get a brand new phone and Brent the salesman stated we are closing in 30 min so you better know what your looking for. In fact we didnt we wanted to go over option I guess people that have jobs dont get customer service. He was smart and arrogant we will be switching service providers we dont pay alot of money a month to be treated so poorly!!!!

Very helpful staff.

Overpriced even if it was good customer service, which it wasnt

Try to pay my bill machine not workingEmployees very nice but that Machine 😖😖 !!! Come on Verizon fit Your Stuff 😖

Customer service horrible

The employees are so ignorant and have attitudes. No help what so ever the men on the floor are horrible. I will be switching providers because of how I was treated! The people you hire should have common customer service skills! This location has declined in the past few years. Do not recommend going to this particular Verizon.

They are very knowledgeable, but they always seem to have an attitude. Maybe because I just need a sim card and not a $700 phone?

I was out of state, my phone stopped working and the rep I had made new buy a new phone for over 300$ saying I didnt have a warranty. I had no choice but to buy it. Got home and called Verizon, they said I was covered. So I had to drive back to another state to return that phone losing hundreds. Do NOT reccomend!

8/13/2018 Was instructed to go to this specific Corporate store due to non corporate stores not being able to be of assistance with technical problems. Employee named David from this store not only was he unable to resolve the issues I had with my phone, he barely diagnosed my phone and suggested me to go over the diagnostic myself. Later he closed down all of my applications that were running without asking and when I asked him why he did so, he replied with I cannot continue to be of assistance along those line when he wasnt able to resolve anything for me. One problem I had was my battery on my phone shutting down when at 30% or even when charging and David said you cannot buy batteries anywhere for my particular phone except online and I cannot replace the batteries and would need a technician to do it. My phone is a SG6.

So very pleased with the great customer service . Brent was extremely helpful and understanding of my lack of knowledge with electronics. Many thanks to him for such great service and help.

Went in on 9/30/17 to upgrade my iPhone. Called ahead and was told by an associate they are stocked and to come in. Was promptly served by an associate who took my mobile number, drivers license and started the process for an iPhone 8, 64GB. We went through all of the information (again, prompt and courteous). Just before everything is finalized the man says oh, sorry - this phone is actually sold. Ill have to move you to an 8+, 256GB. Originally, my trade in and upgrade would equate to an additional $21/month over 24 months. I was onboard with that. Now, the bill is going to nearly triple? I told the associate how can this be? How can we come to the finalization of the contract and now I have to pay 3x? No response. He went and spoke with a coworker and they walked into a back room. He came back out and told me about the popularity of the phone and I could turn my phone in today and wait for one to ship to my home or, just do this and you can leave today with a phone. I find it as poor customer service. The manager on duty didnt seem to care either. Thats sad. Ive traded in two phones at this store, purchased accessories and have never been treated like this. Felt like a bait and switch. I cannot believe there was nothing noted on the box to say that phone was spoken for. What if I wouldve left with the 8 and someone else who ordered came in and there no phone? Very poor experience all around.

This place is worse than a doctors office when it comes to wait time. They need to hire additional associates. I have come to this location four times and at all times of the day; it is like an hour wait every single time. They need to prioritize the quick stuff from the long stuff. I ended up waiting close to an hour for something that was done in five minutes. Ill go online for all of my Verizon Wireless needs for now on.

Ive been here several times and always had to wait at least 45 minutes and on several occasions Ive had to wait over an hour. The sales people are typically totally useless on any question about my phone or network coverage. All they care about is selling phones and accessories and they will push products on you even if they dont address the problems that brought your phone in.

Customer service was very good, but they were out of inventory for the product I wanted.

Merged accounts and got new phones. Todd helped us and he was amazing.

Got a new phone, returned the next day after an hour and half of troubleshooting with Verizon on the phone. Would not make phone calls or texts on the Verizon network only WiFi. Person in the store acted like he was annoyed I was having this issue. Blamed it on the supposed bad coverage in the area of my home even though my 2 other phones have full bars of LTE signal. The phone worked in the store and as soon as I left it stopped working again. He refused to replace the phone even though thats what customer service recommended. Utterly disgusted with the lack of empathy and lack of service. Im in customer service and understand people have bad days, but to be that much of an ***hole is in very poor taste. I will not return to this store, have told my friends/family not to go to this store, and am considering cancelling my entire Verizon account over the amount of headaches Ive had just to get an upgraded phone.

Have been dealing with him for almost 10 years always get good service at polite or knowledgeable and Ive always helped me with any problems Ive had with my Verizon phones

Ok, BUT could not provide services needed after multiple visits. Corp store finally got it together. Dont know if I would use anything Verizon again after 20 years.

Brent at this strore has horrible customer service. We are looking into changing providers solely on our experience with this location. We been a customers for over ten years and this month will be our last with this carrier.

I have always had a great experience with this store. Dulles 28 in Sterling is also a great store.

Poor poor poor landline! Service. In thirteen years, they could not get our home phone to work ! Disgusting. Cell phone isnt much better. Cant switch because. No one else offers coverage in our home area.

Verizon has great 4G service on the mountain here.

Use to be a good store. Now the employees are down right rude! Not sure what is happening with Verizon & surprised that theyd hire & keep folks with such poor customer service.

You dont want to stop at this store. These guys are unprofessional as they come. I made a comment of how i I didnt have much time left because i hae been waiting around an hour. The guy helping me asked how long i had been waiting. The 2nd employee was rude enough to speak up and answer for me when i tried to talk. He said it was only 1t minutes. I guess he was trying to.make himeelf feel better about being so ignorant. The truth is it was well over 45 minutes. We waiting 15 minutes just in betweem their 2 customers in the store. Then told me how i should always expect a wait when i come there. I told him thats why i dont go there. Thanks for the reminder. Then the guy tried to joke about not knowing the product i had and not knowing anything about it. The problem is it wasnt very funny because i was completely convinced that he didnt know what he was talking about.

Personnel took time to explain plans and make recommendations resulting is savings.

I went into the store frustrated because my order had issues. After explaining it to the guy he pulled up my account then it was tied up and his response was there is nothing they can do. No lets try something just no. I told him I should be good because I just spoke to someone and they said that i should be all set. I offered to show him the chat transcript and he said that having that doesnt matter. I asked him what can be done. He called the company and after talking to them he passed me the phone. After he passed it to me him and what i can only guess was the manager Stephanie i believe her name was just sat there gossiping. After talking to the rep on the phone they asked to speak to the associate instore. I passed the phone back and the employee put him on speakerphone and mute. Then he ignored the situation and spoke to Stephanie again. Making a joke at one point that the guy is just talking to himself. Just unprofessional. I was about to lose it on this guy and the store. I am giving up on Verizon as the company has gone down hill. This review is about the store but also the company. I used to lover Verizon, now they are just a punchline to a very cruel joke.

Good, competent help from friendly employees. Always invite me to come back if I need further help.

Very helpful associates. They do try to push you to buy more than you came in for though

Staffers are all young not deserving none contributing zeros that talk down to you and use saracasm as way of making themselves feel better and make fellow staffers laugh all at customers expense. Had to walk out for second time as this is second and last bad experience I have had with this storeNever again Last night had 6 or so standing around with nothing to do but be rude to the only customer they had in store . Me. Boy with name starts with c and tall dorky 18 year old wanna be older techs. You know who you are. Rude rudeAgent store down road next to Panera Bread better customer service friendly helpful associates that know volumes on how to treat a customer. Unfortunately my company set up phone and said I had to go to corporate storeNever again. Ill deal with apple care

Great customer service by Max and his fellow associates. I visited this location on Friday September 12, 2018. After leaving a so call Verzon store located at 2621 S Pleasant Valley Rd #100. Had a horrible customer experience there. I was told by the GM there, I could take my business to the location that I met Max and his associates at 2021 S Pleasant Vally Rd. Because it was made clear to me, gay customers are not wanted your welcome at her store. At Maxs store I was greeted at the door made to feel welcomed and valued! I received no special treatment or asked for any. They treated me fairly like everyone else there that day. Max took time to listen to my story about how I was treated at the other store by the GM there. He appogi zed for her un professional behavior. Even though it was not his fault or his store. He then walked me through the process to add a line to mine and my husband account and purchase of my new cell phone. In the end I felt like a made a new friend and gave Maxs store aboat $1100.00 sale. A Sale that was turned away at other store because Im a Gay married man. I will say Maxs store was quite busy and you may experience a minor wait time. But the wait is well worth it! Great job Max and everyone working there that day. Thank You Joe Hover

Called looking for an item. David was very kind to put it aside with my name on it until I got there.

Two years ago -the last time I upgraded my phone - the people here couldnt have been more helpful. Last week not so much. I spent $800 on a new iphone and the guy told me he couldnt help me set it up, because he wanted to empower me to do it myself. I hate that kind of corporate speak. I came home and went next door for my 15-year old to help. He was more knowledgable than I am, but he still spent two hours trying to move my contacts, but gave up. I went back to the store, and the next employee gave me the same BS. I told them I wanted a refund. All of a sudden they changed their tune and wanted to help, but no way. I need a phone store where I know I can always come in and get help without a teenager trying to tell me he was going to enpower me to provide my own good customer service

Sometimes good, but not this time

They really helped me and my dad choose a good phone.

Ok..yesterday my Droid mini crashed after like 6 years or more..Went earlier today to corporate store by Sweet frog, OMG they were not fun..they didnt take our name n was trying to wait on people that clearly got there after me, til we pointed it out..they werent busy 3 employees or more n like 4 customers..Said they couldnt make any suggestions on which phone will work for my needs, said we literally now buy phone in box n take home n setup..then we picked one n they said oh we dont have it, we were busy yesterday..OMG..so we called the store (franchisee, premium one by Panera bread)..yeah!!😎😍🤩💣💥thank God..they had my new phone, they had it out of box n was setting it up for me before I noticed..I had to hug her, she helped with Gmail, transferred photos, explained stuff..n didnt try to sell me 90 bucks worth of extras like the corporate store tried to sell me for a phone they were gonna order n be in on Tuesday...Overall experience 5⭐..if u need a new phone go there n save the frustration..ok rant over..#igotnewphonehappy..ps.mgr said my phone was a dinosaur n she hadnt seen one ever in the like new shape mine was.lol

Just got my sons iPhone 7 plus and itd amazing

I’m a 50-some year old lady that left today in tears.

Amazing group of people! They are super helpful an courteous!

Awesome customer service here, best Verizon store Ive been to.

Payment machine would not work properly. No clerk at cus ser desk.

GREAT SERVICE MOST OF THE TIME

Wait time is rediculous. always 1 hour or more. Customer service was awful. I went to Verizon wireless store next to the Panera store (right down the road) and have a much better customer service experience. No wait time!!!

It shouldnt take an hour and a half to replace a smart phone while there are almost 10 employees in the store. Thanks for all of the unnecessary sales pitches though, it shows that Verizons idea of customer service is upselling accessories to a disinterested customer.

NEVER HAD ANY TROUBLE WITH VERIZON TILL LATELY

Great place nice people

They were very helpful

Josh Davis was very helpful . Thanks.

I dont know what everyone is talking about with bad wait time. Im always greeted by a dude with an iPad who opens the door for me every time I go in. Verizon is so much better than Sprint who I switched from and I couldnt be happier, especially with this store.

Horrible customer service. Unbelievably high price for limited benefits. Switched to sprint after 13 years with Verizon, and couldnt be happier. Should have done it 13 years ago.

Great staff, friendly and knowledgeable.

While they have employees, if you need a repair for your phone, just go online to process the replacement because the employees arent going to be helpful

Always great customer service!

Took awhile to be talked to. Went in to upgrade two phones and they were trying to push sales on alot of extras. But they were friendly people.

Great as always.

Great cell phone service

Very rude to people with disabilities me and mom tried to have something done my mom is blind and if I didnt walk out I would have gone to jai they were truly that rude

Horrible customer service, the employees are to busy playing on their personal phones, they act like they dont even see you standing there, very ignorant employees, will never go to this store again.

Bad customer service, please people are so unhappy in front Royal just don’t shop there, there is a Walmart Steven city right up the road those people are so much happier