Verizon

Category:	Cell Phone Store
Address:	1964 York Rd, Lutherville-Timonium, MD 21093, USA
Phone:	+1 410-561-9950
Site:	verizonwireless.com
Rating:	2.7
Working:	10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 11AM–6PM

Location

Photos 17

Reviews 4

Brittany Call

I have been going to this store for the past 10 years and always had great service (which is why Im giving it a two right now). When I went in to upgrade my phone plan last month, I had the worst service that I have ever had, and it continued to show on my bill. Our rep (who I wont name names) promised us all these things for "free" and when I asked specifically about monthly payments etc, I was told there wouldnt be any fees and it was a promotion. I continued to say I didnt want the service because there had to be a catch but nevertheless he added it to my plan and put it in my bag. After he asked what phones we wanted and haphazardly answered my questions, he disappeared and decided to pull all of my husbands and my items with no communication. I had to stop him for what he was pulling, but he continued saying it was "included". Fast forward to now and we check our bill. It was almost $200.00 more than I have ever paid!!!! They charged us with almost $100.00 worth of "free products" that would end up costing me over $175 over the next two years. Not to mention all the other fees they put on us. We called customer service and complained and was told to go to the store because they tried calling 3 times with no answer. We went to the store to speak with the manager, who decided to get the store rep to handle us, which was another awful experience. He over spoke me and we continued to argue until a manager had to tell him to walk away. Then proceeded to tell me he is their best sales rep. No wonder he is the best, he uncharges everyone and deceives the customer! After all was said and done they somewhat resolved the problem. They got upset that we called customer service and didnt come to them first. We then called customer service again and found out even after "resolving" it they still deceived us. Just a heads up, there is no employee discount for the unlimited plan, there are no free promotions (EVER!), and the reps at this store do not care about customer service. Again I have been a customer there for many years, and only ever had Verizon. I also dont call or go to stores and complain often, but they really took advantage of us. Then had the gall to say we didnt read our receipt and why sign before reading. When I ask questions, I expect to get honest answers. Not to mention they dont print receipts anymore, they email them. Our phones were still backing up after an hour in the store so we couldnt have seen our receipt until we left the store. Dont be fooled, their customer service is not what it has been in the past. Think wisely before going there seeking real and accurate answers. Oh and they dont answer the phones from customer service. While we were there, we observed multiple sales reps refusing to answer the phone because they saw it was from that number. Interesting.. Sorry for the rant.

Eric Mooney

Wheres the button for 0 stars? I walked in there and three people were standing up front and greeted me right away. They asked me what I was there for and I wanted to exchange some headphones that I bought. They put me on a list and said someone would get to me soon. Literally 15 minutes passed and Im just standing there. I kind of wanted to just stand in a line or something just so I could see that progress was being made. The three people that greeted me were just standing there joking with each other. One of them could have been helping me. I think they were doing what they were told to do but it doesnt look good from a customers perspective to be waiting around for 15 minutes and theres three employees just standing around not helping you. BTW, this happened to me twice, the first time, I was in a time crunch and just walked out after about 10 minutes of standing around. The second time when I finally got waited on, I wanted to exchange the headphones because the first ones fried up on me after a workout. When I got my second pair, I asked if this pair fries up on me, would I be able to exchange them and he said no. I wouldnt be able to return them again. So I got a refund and bolted out of there. Good thing I asked! Just want to clarify that not all Verizon stores are this bad. Theres one on the Avenue in White Marsh and their customer service is MUCH better. Same process though; theyve got greeters who only greet, but I didnt have to wait 15 minutes for help there, and theyre store seemed to be busier than the Lutherville store. Also, Google says they open at 8am but their storefront says 10am.

John Black

Extremely unhelpful. Ive never seen a service team so uninterested in answering questions, helping, or even doing their jobs. The majority of help I got was from the 1-800 number for corporate, while the rep who was with me went and did literally anything else. At one point I had to use a tablet to get access to my email. Other than showing me where it was, the staff could NOT have cared any less. I was on the phone just over 40 minutes. That rep could not have been more pleasant and helpful. I highly recommend calling in. But I couldve done that at home, since thankfully I had the tip to buy my phone outright from a 3rd party. I then waited another 30 minutes for our rep to decide she had the time to put a SIM card in. This one thing she did took less than 30 seconds. Other reps saw we were waiting, had many chances to help, and did nothing. In fact, I saw reps jump in on other customer questions to explain why they couldnt help. Actively ignoring the customer who was so close to the door it was insulting. I was in this store for nearly two hours, and the cumulative service I received was less than 5 minutes. go to this store only as a LAST RESORT. Do yourself an even bigger favor and switch. But if you are stuck like I am, avoid this store AT ALL COSTS.

Sarah White

I bought an accessory (screen protector) at the store last week and it cracked. I brought it to the store today and explained to two young men that I would like to return the item because I thought it was defective. Both told me I had to wait for the manufacturer to mail me a replacement. Both treated me like an irresponsible 16-year-old who didnt know how to take care of her stuff, insisting that I broke it and explaining to me that I was lucky it hadnt been my phone because they wouldnt replace that either. Considering I had the phone in a deep fleece lined pocket with nothing but a microfiber wipe next to it, I thought it was reasonable to request a replacement screen protector and was upset that the employees were not willing to listen to me or even treat me with respect. I have heard other people tell stories about adversarial interactions with Verizon... I hope this isnt the beginning of a trend. UPDATE: I contacted the manufacturer and apparently to get a replacement I have to pay to ship the item back, then pay to have a new one shipped to me, for a total close to the original price I paid in store. So disappointed in the service at Verizon and the quality of the products they choose to offer.