Verizon

Reviews

• JT

  Jeanie Torchio

  Dec 31, 2025
  5.0
  Jarrett is an absolute rockstar! We recently moved back to the U.S. after living abroad and needed new phones and a plan. We explained our situation to Jarrett, and he helped us pick out the perfect setup. Since it was the holidays, the phones were on backorder, but Jarrett stayed in constant communication and updated us the moment he had new information. When the phones arrived, he arranged an appointment and spent over an hour with us setting everything up. To our delight, he was even able to re-establish the previous numbers we had ported to Google Voice before our move. He is professional, personable, and very knowledgeable.
• CD

  Christian Dyson

  Dec 20, 2025
  1.0
  I visited this location seeking help with some basic iPhone questions. The representative who greeted me at the front, Donovan, told me that assisting with this was “not their job” and refused to help. As a result, I left and went to the authorized Verizon store inside Cordova Mall. There, the representative immediately helped me, answered my questions, and I was in and out within five minutes. The contrast in customer service was disappointing.
• JW

  Jason W

  Dec 15, 2025
  1.0
  I went to this Verizon corporate store to temporarily transfer my service to an iPhone I already owned after my iPhone 14 was damaged beyond repair. With the holidays right around the corner, money is tight and I didn’t want to pay the deductible for a replacement right now. I spoke with a sales representative who took about five minutes and was clearly frustrated and aggravated the entire time. After barely trying, he told me it wasn’t possible to transfer my service to that phone — even though the iPhone had no SIM restrictions and no locks from any other carrier. I then spoke with a female manager who told me the same thing: that transferring my service to that iPhone was not possible. After that, I spoke with her manager, a tall gentleman, who said he would look over my account and “see what he could do.” He came back with the original sales rep and again told me he couldn’t help, began focusing on my bill (which was completely irrelevant to the request, I guess he didn’t also see that I’ve been a loyal business customer and spend thousands of my hard earned money with Verizon going on 4 years now) he repeated that transferring my service to my old iPhone was “not possible”. During this conversation, he even said at one point “that’s spilled milk,” which is dismissive and unprofessional. Who says that to a customer 🤔. At that point, I asked for the information I needed to move my service to another provider. They provided my account number and a number to call Verizon for my transfer PIN, pointed me to a phone in the back of the store, and told me I would have to call myself — offering no other options or solutions. I left the store feeling completely defeated. When I got home, there was a Verizon box on my porch. Inside was a physical SIM card. One of the call center reps I spoke with a few days prior sent this out I guess I don’t remember that being discussed specifically but I put the physical Sim into my old iPhone I was using — and my service was restored immediately. So after being told by a sales rep and two managers at this corporate store that transferring my service was “not possible,” it turned out to be simple. The incompetence here is concerning. Leadership at this location clearly needs additional training — especially on the basics, like physical SIMs. The female manager at least attempted to remain professional, but the tall store manager and the sales representative (Caucasian male, black T-shirt, blue jeans, glasses, black-and-grey hair, Converse Chuck Taylors) should seriously work on both professionalism and problem-solving. Very disappointing experience, which unfortunately seems to be becoming the norm with Verizon and is only getting worse. The call center reps are just as unprofessional and will bluntly hang up on you. Doesn't seem to be anyone overseeing or reprimanding the actions and mishandling of these matters. If someone were representing my business in this manner—treating my customers with frustration and a lack of professionalism—especially those in leadership roles changes would absolutely be made. Customer service should reflect respect and accountability, and this experience fell well short of that standard. I would never intentionally interfere with someone’s ability to earn a living or provide for their family. That said, I was shown a clear lack of respect during this interaction. My phone is not a convenience—it is essential for my work and for providing for my family—and that reality was disregarded entirely. This level of service is unacceptable.
• DD

  dee

  Dec 12, 2025
  1.0
  I am submitting this formal complaint regarding an extremely serious and completely avoidable incident that occurred at the Verizon store located at 5600 North 9th Avenue in Pensacola, Florida. The employee responsible for this situation was a tall lanky young black man with a high top fade and piercings presumed to be Marcus Gulatte. On December 11th, 2025, I came into the store because my messages were still going to my old phone instead of my new one. This was a simple issue that required proper guidance and, if necessary, escalation to a more experienced technician. Instead, what happened was an absolute disaster. I was in that store for two hours, during which Marcus repeatedly admitted he “didn’t know” what he was doing. Instead of asking for help from another employee or a manager—as any responsible representative would—he continued experimenting with my devices on his own. I made it clear that this issue involved my livelihood: my contacts, pictures, bank information, log-ins, work data, and years of personal and professional information. He was fully aware of the importance of this data, yet he still proceeded without caution, consent, or understanding. Marcus insisted that resetting my phone was the key to fixing everything. He made me believe this was a harmless step and that “everything will come back to you,” implying he was NOT performing a factory reset and that my data would be safe. This was entirely false. Not only did he reset my new phone (an iPhone 17), but he reset both devices—including my iPhone 15+—again, without proper communication or consent. This alone is outrageous. As a result, I lost years of information, and only a portion of what was backed up to iCloud remained. Everything else—contacts, photos, saved log-ins, important data—was wiped out due to his negligence. To make matters even worse, Marcus appeared more focused on the Snapchat notifications constantly popping up on his personal device than on fixing my extremely urgent issue. His lack of attention, lack of effort, and lack of knowledge were evident the entire time. He would not let me leave, insisting the issue wasn’t resolved yet, even though he continued to say he didn’t know what he was doing. Because of this, I was made late for work, and ultimately had to call out entirely due to the unnecessary chaos caused by his errors. I left that store with: • My original issue still not fixed. • Two phones reset. • Data missing. • And a new problem: difficulty retransferring my remaining information to my iPhone 17. When I went to a different Verizon location seeking help, those employees immediately acknowledged that Marcus had acted negligently and lacked a basic understanding of what he was doing. They confirmed he should have asked for assistance and that his actions were completely inappropriate. This level of incompetence is unacceptable—especially when dealing with customers’ sensitive information and daily communication tools. This incident has caused significant stress, disrupted my personal life and work responsibilities, and resulted in losses that may not be fully recoverable. I am requesting the following: 1. A full investigation into the actions and conduct of Marcus Gulatte at the 9th Avenue Pensacola location. 2. Documentation of this entire incident placed on file at the corporate level. 3. Immediate assistance recovering any possible data and correcting the issues he created. 4. Compensation for the time, inconvenience, work loss, and damage caused by your employee’s negligence. 5. Confirmation that Verizon will take appropriate corrective action to prevent this from happening to another customer. This was not an accident—this was preventable damage caused by an employee who lacked knowledge, lacked attention, and chose not to seek help. I expect a prompt and serious response.
• KH

  Karen Hoffman

  Dec 8, 2025
  5.0
  I was in this store for 3 hours after spending 2 hours on the phone with Verizon the previous day to order a new phone. I had previously paid Verizon and was instructed to go into the store to get the new phone within three days and I would have the dated transferred over for free because I subscribe to the Verizon protection plan for $19 per month. The representative/manager who greeted me at the store was not helpful at all, and needs to have training in the skill of empathy. She instructed me to call Verizon to figure out why they couldn’t give me my new phone and simply stated there was nothing she could do to help me. I spent 45 minutes in the store on the phone with Verizon to give information they required that should’ve been taken care of on the phone call the previous day. I was extremely frustrated, which was obvious, and it was noticed by a representative named Anthony Summerour. He was the kindest person I could’ve possibly ever met. I was ready to give up Verizon after being a customer for over 10 years and he talked me off the ledge and helped me get my new phone and transfer all the stuff from my old phone. He was kind enough to waive the fee for the transfer, even though the manager insisted I would have to pay $29. He even gave me his personal number in case I ever had any problems in the future. Anthony is a great asset to Verizon and they should feel very lucky they have him. I wish all of the agents were as capable and friendly as he was. Thank you, Anthony! 🙏

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