Verizon

Reviews

• DR

  Derek B. Ritenour

  6 days ago
  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.
• JB

  Jeremy Berkebile

  Dec 25, 2025
  1.0
  Just be advised when shopping with Verizon they have a tendency to not receive things so always keep your tracking numbers and your documents that you return things to Verizon until it hit your account. I’m now on my second BBB complaint, Because that’s the only way they’ll respond to you and act like they have some common sense on what’s going on in your account. I would highly recommend finding a different service other than . Verizon. I would not recommend them any longer and will be getting away from them once my contracts up
• MG

  michelle gathercoal

  Dec 10, 2025
  1.0
  do not call the store. Employees are very rude and refused to help you even if you've had a long time contract with Verizon do not waste your time.
• AA

  Annabella A

  Nov 12, 2025
  5.0
  I have to give credit to Brent at the Verizon store off of Pleasant Valley! (Close to Hobby Lobby!). He has been so amazing and awesome every single time and he is so genuinely kind and caring and helpful! He has perfected the way to be there for help and support when you need it and yet always gives you space and privacy too. He is the one I would go to for help and I hope Verizon sees this so they will know how much Brent does every single day, every single time! If I had a business I would steal him for sure! (I actually don’t think he ever sits down! He is always there when you need him (and he’s also what I think is called a silver fox!? Handsome)! So, thank you Brent! Hope you see this!
• SA

  Shalee Antisdel

  Nov 11, 2025
  2.0
  Terrible customer service. We would have left if it wasn’t for planning and bringing my in-laws in to add them to our phone plan. Damien was terrible and rude. The moment we told him we didn’t want to protection plan, we received nothing but scoffs and arguing from him. He never asked specifically what we wanted (color and gb storage) and when we corrected his print out for an estimated price and said we wanted a larger storage he audibly huffed and got frustrated with us and told me to just order it on the app myself. I could go on and on but he made this whole experience terrible. I went In days prior to ask about deals and make sure I had everything I needed to add new lines and Jason was so helpful and kind. I will be going elsewhere from here on out because I went to buy new phones and add lines, not be scolded and argued with about what we wanted.

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