Verizon

Reviews

• CT

  Chris Tanner

  1 day ago
  5.0
  I always have a good experience here whether for service or an upgrade... they're the reason I continue to be a Verizon customer!
• KS

  Kendeicia Stephenson

  Feb 2, 2026
  1.0
  Shame on you, Verizon. Manager failed to make things right! This has been one of the worst customer service experiences I have encountered, and it is completely unacceptable—especially from a company I have been loyal to for over 10 years. My goal was simple: to get a working phone line for my mother. The process initially started smoothly. I was sent a courtesy SIM card due to my long-standing customer status. For convenience, I contacted customer service to activate the SIM and convert the line from prepaid to postpaid. During this call, a Bring Your Own Device (BYOD) promotion was suggested, and I agreed as it made sense. This is where everything went downhill. During the prepaid-to-postpaid transfer, my phone lost service for over 12 hours. Once service was restored, I visited the Verizon store located on East Madison in Wisconsin to complete my original goal—getting my mother her own line. I explained everything that had already occurred and expected to be taken care of. Instead, I was taken advantage of. I was quoted a specific price for a simple prepaid plan and decided to pay three months in advance—over $100—so I wouldn’t have to worry about her service. The rep took my payment before checking whether device is compatible and after two failed attempts, the representative determined that the device was incompatible for my mother’s line. At that point, I requested a refund for the unused prepaid service. I was then told that prepaid plans are nonrefundable. In an economy where people are working hard to manage their finances, this response is unacceptable—especially when the service was never successfully activated and the issue was not caused by me. After more than a week of effort, I am left with: - No working phone line for my mother - A $111 charge for service that was never usable - An extremely disappointing experience with a company that claims to be customer-focused I am requesting: 1. A full refund of the $111 charged for the prepaid service 2. A formal review of how this situation was handled 3. A resolution that reflects Verizon’s responsibility to its long-term customers This situation could have—and should have—been handled very differently. I expect Verizon to make this right.
• SH

  Sarah Hartlaub

  Jan 28, 2026
  5.0
  I went to this store on 1/27 with my mom to help her upgrade her phone because she is not the most technologically-literate person. She typically feels best when I can be there to make sure she understands everything and isn't taken advantage of. We had a wonderful experience with Deion, so I wanted to be sure to shout him out. He was extremely patient and kind, never condescending, and thorough without being pushy or overly upselling. He was very helpful and genuine, and didn't make us feel rushed. It was refreshing to have an experience like this.
• DD

  Darrell

  Jan 19, 2026
  1.0
  This place and the employees suck! Just call customer service instead and shop online. Trust me.
• CH

  Chick Hawkins

  Dec 14, 2025
  5.0
  My wife Jan and I were at the store on 12/8 because of a problem with connecting Jan's new iPhone with her car. We had also been at the store on 11/21 to buy phones and worked with Deion. On the 8th we worked with Ray and Cole to troubleshoot the problem. All of our interactions were very positive. They all spent a lot of time with us, and Cole especially went out of his way to find the problem. We really appreciated the help and we know where to go next (car dealer) to fix the issue. Over the years we have always had good help at this Verizon store.