Verizon

Reviews

• EN

  Erin NAIL

  Feb 8, 2026
  5.0
  This review is specifically for Jason at this store. We did an online transaction and were just there to turn in old phones. We inadvertently made a mess of being able to transfer our data and he spent 2 hours advocating for us at Verizon support to resolve our issue. He had no skin in the situation yet made an unbelievable effort to help us. Jason is truly a huge asset to any sales team and I can't thank him enough for the help.
• KG

  Kiersten Grigsby

  Jan 19, 2026
  1.0
  The bald guy there gives the worst customer service. I will never visit this store again.
• KB

  Kim Blazier

  Jan 18, 2026
  1.0
  Absolutely Appalling Treatment During Family Loss I visited this location on Sunday, January 18th at 12:20 PM with my 76-year-old mother to handle closing lines on an account after my stepfather’s death. When we brought his death certificate in the employee who spoke with us (Damien) was one of the most cold, callous, and unprofessional people I have ever encountered in customer service. He showed ZERO empathy or sympathy when we showed him the death certificate. His attitude was rude, dismissive, and smug. When we asked about closing the deceased’s line to stop the monthly charges, Damien told us the account would just keep charging indefinitely even though the person is deceased, and there was nothing we could do about it unless we immediately paid off all devices. This is: 1. Factually wrong (carriers have bereavement policies) 2. Inhumane during an already difficult time 1. Potentially illegal (billing deceased customers after notification) My mother just lost her husband. We came in with official documentation. We deserved basic human decency and accurate information about our options. Instead, we got attitude, misinformation, and callousness. If you have recently lost a loved one, DO NOT go to this location. Call Verizon corporate customer service instead - at least they have training on how to handle bereaved families. Damien needs serious retraining on empathy, customer service, and Verizon’s actual bereavement policies. This experience during one of the hardest months of our lives was absolutely unacceptable.
• KH

  Karina Heath

  Jan 13, 2026
  1.0
  Spoke to the sells person on the phone to make sure I didn’t waste my time coming into the store. Todd was extremely rude when I told him I spoke to costumer service and they told me they had a specific phone in stock. He could have just stated that customer service might have had it wrong but he chose to be very rude.
• DR

  Derek B. Ritenour

  Jan 6, 2026
  1.0
  Verizon almost lost this customer. On two occasions I visited the Winchester location for assistance. The first visit was to drop off three phones as a part of our upgrade. After answering several of the representative’s questions about my account, I was asked to log into my online account. When I handed my phone to the representative, he ended up canceling one of my trade-ins. As a result, he told me I would need to Call customer service and have the promotion reinstated. He became very defensive when I insisted that, because the error had been made on his part, that my expectation was that he would work to find a resolution. He told me that he could not, however, after asking for a manager, the trade-in ordeal was rectified. Before before leaving the representative told me that the best way for me to avoid the problem in the future would be trading in my phones completely in store without using the online system. Fast forward two weeks, and I visit the story again to upgrade the final phone on our account. I once again met with the same representative as before. When instructing the representative to upgrade the line on the account so that we could get the best promotional deal for the trade-in, the representative became very defensive and nearly defiant. After continued insistence, he proceeded with the plan changes as I directed. He then searched his inventory for the phone we intended to upgrade to, an iPhone 17 Pro. He told me that the phone was not in stock at that location, but that he could have it shipped to my location. I then asked if there was any benefit to me completing the trade-in at the store, since the phone would have to be shipped to me, and I would still need to drive back to the store to trade in my existing phone. I asked if I were to trade in at the store, would I still be able to mail in my phone as I had done with previous exchanges through the app. He told me that mailing phones was not an option at all. He did not believe me when I told him that I had mailed phones previously. He told me that Verizon did not trust carriers with the phones. This information is not accurate. I thanked the representative for his time and made my way to my vehicle. Believing that I would need to complete the transaction online, oh I opened the app from the parking lot to begin the upgrade. After selecting the phone we intended to upgrade two, that same iPhone 17 Pro, an option was given to me to pick up the new phone at the store in who’s parking lot I was then sitting. The same store that told me the phone was not in stock. I re-entered the store and talked to a new associate, explaining that the previous person I had talked with told me the phone was not in stock. The Associate was rude and condescending when I asked why the associate in store would tell me the phone is not available when the phone was available for locker pick up in that location within the hour. I asked if an associate would be able to help me with the in-store purchase, and he continued to be rude and disrespectful. He told me the store representatives couldn’t complete the transaction, even though the phone was available for online sales. He made the statement, “everybody loves capitalism until things like this happen.“ At this point, I left the store, but before leaving the parking lot, I called Verizon customer service to inquire if another location may have the phone I was looking for. The representative was able to point me to another location in a nearby town where I was able to successfully complete the transaction. The second store, in Woodstock, Virginia, redeemed my hope in Verizon and is the reason I didn’t seek service with another company. Albeit, the Woodstock location is not a Verizon owned store but an authorized retailer. In total, I worked with three representatives that the Winchester, Virginia location, and was disappointed in the lack of professionalism, honest, communication, and overall customer support.

Frequently Asked Questions About Verizon