Verizon

Reviews

• CM

  Cynthia Marek

  Nov 14, 2025
  5.0
  It was great
• GT

  Gaming Twisted

  Oct 29, 2025
  1.0
  Disappointed with Unprofessional and Dismissive Service I recently went to the Verizon store with my grandmother after she had a frustrating experience earlier that day with a representative named Kelly. My grandmother came home very upset, saying that the rep was not helpful and seemed dismissive, so I decided to go back with her to get the issue with her phone freezing properly addressed. When we returned, we worked with a different representative who was incredibly kind, patient, and thorough. They took the time to explain everything in detail and made sure we understood what was going on. However, while we were there, my grandmother pointed out Kelly, the rep she had originally worked with and I was shocked to learn that she was actually the manager. Throughout our visit, Kelly appeared very unprofessional. She was taking personal phone calls, seemed uninterested in helping customers, and had an overall attitude that gave off the impression she didn’t want to be there. When my rep had a question and asked for her input, she came over briefly, pointed at a few things, and then walked away without saying much. It was clear she wasn’t invested in resolving customer issues or setting a good example for her team. I’m thankful for the rep who ultimately helped us, but it’s disappointing that a manager would treat customers and her own staff, with such disregard. Verizon should take a closer look at how their management interacts with customers, because this kind of behavior reflects poorly on the entire store, if it wasn’t for the second rep, I most likely would have taken my service elsewhere. As someone who worked in customer service for 15 years, I would never have dreamed of treating my team or my customers the way she did.
• LE

  Louis Early

  Oct 20, 2025
  1.0
  This complaint involves the Freeport, IL location. I am appalled at the horrible customer service, and the fact that no employee, including their B2B representative was truthful or competent. I was told that a Business account would work best for my LLC. I went in, and had phone and equipment lines moved. I was told I would receive a $300 dollar credit. During the change over the Representative mader a mistake, and 2 of the lines were other than the ones requested. Then I asked to ensure Insurance was on the Business account. I was told it was! I called Verizon 3 days later, to verify, and there was no insurance, I was lied to. I was told the $300 credit would appear after 3 billing cycles. By the 4th billing cycle it had not shown up. I called Verizon directly, they told me no such credit was issued! I have spoken with and met with every employee, including the manager and B2B representative on numerous (more than 3) occasions at this store. The staff is incompetent-as evidenced by the fact they transferred the wrong lines to my business account, incompetent and dishonest in telling me they verified insurance was on my business account, and down right dishonest because no $300 credit was ever made.
• JR

  John Reimers

  Oct 8, 2025
  5.0
  They worked hard to get us new phones they was a problem with computer system and it wasn’t updating like it should have and they worked until problem was resolved and got us new phones I appreciate the effort. And time they put in to make it happen
• AB

  Anne Burch

  Sep 30, 2025
  5.0
  After experiences with other Verizon Stores we have now switched exclusively to Russell Cellular in Freeport because its representatives are more knowledgeable and more helpful. We wholeheartedly recommend Russell Cellular in Freeport Illinois.

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