Verizon

Reviews

• CB

  Chelsea McCann Brefort

  Jan 2, 2026
  5.0
  Justin was amazing and took care of all my problems. I was so frustrated he even spoke to the representative for me that was driving me insane. Justin genuinely cares about his customers having an amazing experience amd leaving with a smile on their face.
• KT

  Kristin Toomey

  Dec 21, 2025
  5.0
  Justin was so helpful, pleasant and patient while helping me and finding the right products for my family’s plan!
• AA

  Alex

  Dec 19, 2025
  5.0
  Unbelievable customer service by Axsel. Came in with a phone issue not only did he fix the issue he saved me an insane amount of money per month on my bill. I’d give him ten stars if I could.
• MF

  Marty Flynn

  Dec 19, 2025
  5.0
  Axsel was a phenomenal help in the process of trading in my phone. He was able to fluently apply promotions and leave me an extremely satisfied customer. He is an outstanding representation of the Verizon store as I am a 16 year customer. He went above and beyond.
• __

  _

  Nov 25, 2025
  1.0
  Dear TCC Wireless / Round Room Corporate Team, I am writing to formally submit a complaint regarding the manager, Ben, at your Verizon Authorized Retailer location in Ware, MA. On Monday, November 24, 2025, I visited the store following a Verizon service disconnection caused by an internal processing error. The previous day, I was assured by Verizon Customer Support that I would not be disconnected, yet I was disconnected despite receiving a $20 credit when they acknowledged the error. While on the road, I was left without GPS, phone, or data. Attempts to resolve the issue via the app or customer service failed, so I went to the Ware store expecting assistance. Upon entering, the employee (later identified as the manager, Ben) repeatedly interrupted me, refused to listen, and stated multiple times, “not my job.” When I became slightly animated, because he cut me off three times before I could even explain the issue, he told me if I was going to be upset he was going to ask me to leave; with two customers present in the store. When I asked him to call Verizon on my behalf or allow me to use the store phone, he refused at first and then imposed a two-hour wait, citing the other customers needed to be fully helped before he could dial the number to Verizon and allow me to use the store phone. When I suggested seeking help at a nearby carrier in the same building as your store, he responded dismissively with a condescending tone. After resolving the issue temporarily, by signing up for service with another provider, I returned to your store to obtain the manager’s name and contact information. The same employee identified himself as Ben, the manager, and when I mentioned I was upset because he told me “not my job”, he reiterated it in those exact words and dismissed my return to the store as “childish”. Despite mentioning my nearly 20 years of customer service experience, he refused to engage professionally or acknowledge his responsibility to assist customers, and went so far as to tell me I needed to leave. All of this, in front of two other customers in the store. For context, I later visited a corporate Verizon store, where the staff listened, acknowledged my frustration, and understood why I had considered switching providers. They were able to connect me to a human representative by simply stating one word to the automated Verizon system: “disconnect”. This demonstrates that the assistance I needed was straightforward and easily achievable, highlighting that Ben at the Ware store simply wanted to refuse to provide basic help. Key issues demonstrating his unfitness for both managerial and sales responsibilities: 1. Failure to Listen or Acknowledge Concerns --Interrupted me multiple times and dismissed the issue as “not my job”. 2. Refusal to Escalate or Provide Assistance --Declined to connect me with someone who could help. --Denied use of the store phone except after a two-hour wait. 3. Escalation Rather Than De-Escalation --Told me to leave rather than managing the situation calmly. 4. Counterproductive to Business and Customer Retention --Behavior actively undermines customer satisfaction and the store’s success. 5. Evidence of a Pattern of Poor Behavior --A recent online review posted four days ago, publicly on Google, also describes Ben as “very rude and lazy”, confirming that this is not an isolated incident and that the behavior negatively impacts customer experience. I rarely submit formal complaints, and it has likely been 10–15 years since my last. This highlights the severity of the manager’s conduct. While I am not requesting compensation, I request that this complaint be reviewed, documented, and addressed appropriately. I would appreciate confirmation that it has been received and information on any steps taken.

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