Verizon Store

I like my Verizon FiOS internet service, but this store is a joke.
First, it’s only open until SIX O’CLOCK. Do they believe all of their customers are unemployed? Independently wealthy? We have jobs, Verizon. Hire a couple more minimum wage nerds to keep your store open later.
Second, what’s with this sign in and wait in line to return a modem nonsense? I think I’ll just hurl mine through the window.

This is labeled a «Verizon» store, but they do not provide services to all Verizon customers. We made a special trip to this location to get a new phone for my 96-​year-​old mother-​in-​law. They don’t provide ANY services to Verizon’s mobile phone customers. Further, sidewalk access for disabled customers is virtually nonexistent.

The staff at this Verizon store is exceptional. They are educated about their products and are «over the top» with courteous service!!!

Jason and Keegan were super helpful and gave excellent customer service ! I will definitely recommend this Verizon store in the future.

I highly recommend that you visit this store!!! It is located right across from JC Penney. Jason, Jaime, and Keegan are great! After driving and hour from work, they were a pleasant surprise. They kept me laughing and made the experience wonderful. They gave me additional information unprompted and I felt really taken care of! I would feel comfortable going there to ask questions at any time!
From a HAPPY Verizon Fios customer!!! Keep up the great work!

Went into the Verizon store to pick up a backup battery for our Verizon phone, TV and Internet system. I was assisted by Jason with very little wait time. He was extremely courteous. Kudos to Verizon for the excellent service. This is not what I had expected based on my experience with similar type stores. There is a lot of public parking here.

A Breath of Fresh Air
Dealing with Verizon either Wireless or FIOS can be very similar to having the Flu. The customer service experience is usually awful.
Today I went to the store located at 11 006 Viers Mill Road, Wheaton, Maryland.
I was helped by Jason Cruz. Jason was very knowledgeable, friendly and courteous. He not only solved my problem but reviewed my account and actually was able to find me some substantial savings.
My faith in the brand name has been restored by this employee.

This is the worst place on earth. Long wait times (without approximations or ability to make a appointments) and rude next-​to-​worthless employees.
During my hour+ long wait to simply return a DVR, at least 50% of customers left unhappy. Avoid this place at all costs.
Dante would have added a 10^th level of hell if Verizon existed in his day.

I have had horrible customer svc over phone and multiple wrong things sent to me. I went to this location and they were eager to help amd seemed knowledgable until I received wrong equipment in mail AGAIN. I can trust no Verizon solutions at this time and I’m being double billed for these wrong boxes…

Very slow staff. One employee who had his nametag on was very good. The other two guys were horrorible. Very poor customer service. They went in the back and disappeared for 30 minutes on a Saturday with literally 20 customers waiting. Check in process really needs to be improved. No one saw the sign in list. First time I have the time to switch to another company I am leaving.

I recently went to the store to pay my bill, but also to add to my service. It was quite busy, but as I waited, I observed the manager (Greg) as he helped others before me. He is exceedingly polite, thorough, and seems like he genuinely cares about each customer’s issues. When it was my turn, he was no different. He makes you feel like your business is the most important. He handled my needs like a pro. It’s rare to find a guy like Greg in stores these days. Verizon has a winner with him.

Their order fulfillment system SUCKS!!! Don’t get me wrong the guys in the store including Keegan are professional. They’re on the frontline of a company that can’t seem to get the small things right. A company that seems to take a reactive as opposed to a proactive approach to good customer service. In most cases the reactive approach is extremely lack luster.
Here’s my story. On May 24^th I first ordered over the phone a cable card to pickup at a store near me. I was informed at the store that they never carried cable cards. Frustrated from a fruitless trip I returned home and called again. This time it was to be mailed to me, it never arrived. I called and it turns out because my original order for the cablecard to be picked up was never fulfilled because it blocked my subsequent order to have it shipped. Angry I placed another phone call to customer service. This time they said they located another store that does have cable cards available and that this should resolve my issue. So I go to the store, wait an hour to speak with a CSR, only to find out the original order for the cablecard to be picked up was cancelled. I was then told that I would have to wait for the cablecard to be shipped. Frustrated I spoke with a CSR over the phone to guarantee that the cablecard will arrive and now it turns out that they have to send an installer to slide a cablecard into my Tivo and there’s no availability until mid-​June.
You might want to think about DirecTV. Their menus are faster and I’d be willing to give up my Tivo to use their service. Especially now that, at least for me, Verizon Fios has fallen from grace.

Verizon did a royal screw-​up with the return of the equipment, which caused me tremendous angst and wasted a huge amount of my time. Today I called Greg (store manager) and he resolved the problem. Not only that, but he was *extremely* pleasant and patient. Although I’ve had numerous problems with Verizon over the years and have wasted an infuriating & inexcusable amount of time resolving all those problems (the only reason we don’t switch to another company is because we have limited options in our building and the main competitor is also awful), Greg partly made up for the misery with his very helpful and calm demeanor.

Very slow staff. W/​no effort to b quick or efficient. They completely take their time.
At least there is parking.