Went to this store and upgraded my service, the store manager who handles business accounts out tight lied about my monthly bill!! I pay more than double what he charged! The new business manager wouldn’t credit my account! No one ever gave me an exact amount my bill would be! 800 number, I’m still waiting on a call back! Very disappointed in my service! Their customer service with business accounts is HORRIBLE!!!!

Aaron was the staff member who helped me. What a wonderful employee. I wish everyone in a customer service position were as attentive and knowledgeable as he is. If more people were like him, the world would be a far happier and better place.

My wife and I recently got married and went to change her phone over to my plan. We went into the DeKalb store and we were greeted by an associate named Paul. He was the nicest and most down to earth guy I’ve ever met. He helped us with all our questions and had my wife switched over to my plan within 20 minutes. Greatest professional experience I’ve ever had. Highly recommend him for any cellular questions and assistance.

If I could give zero stars I would. Stopped in this afternoon to upgrade my phone. Three associates working, 1 customer in the store. Manager walked over to me and asked if I had an appointment. I replied no, just want to select a new phone for upgrade. Told me had two appointments ahead of me but they were not there yet, and could not assist me. Asked about the other sales person and his reply was he is busy. (Sitting by the door doing nothing). I asked if they only took appointments and he replied no. We just prioritize them because we are short staffed. That I would have believed, unfortunately he helped a walkin right before approaching me since I had observed it. Nice job Verizon. Excellent customer service. Time I changed phone providers.

What can u say about a 5 out 5 star store. We have been visiting Verizon at this location for years and have always had a wonderful experience. Yes Verizon has higher prices but for what u get in return is well worth it. Our last visit with Kirsten was great, very detailed and knowledgeable. I switched from AT&T 10 years ago to Verizon and wil NEVER leave. Fantastic job guys...

If I could give zero stars I would. This store is horrendous. The employees were standing around doing nothing yet we had to wait to be helped. Then when we were helped the salesman was so unbelievably rude and condescending. It’s incredibly frustrating as a consumer when you are there to give them your hard earned money and they want to talk down to you. We ended up walking out of the store and heading to the Verizon store in Batavia. I highly recommend that store! The salesmen there are so incredibly helpful. They are not rude. They were all hard at work but were able to get to us quickly. We did not feel like an inconvenience there. Seriously 25 minutes it’s worth the drive. Forget this garbage store here in DeKalb.

Very helpful managers educating me about setting up new phone. Patient with great sense of humor.

It is weird giving one star but this place has been pretty consistent for letting me down for many years now. Every time I come here I dread the experience I am about to have. I came here yesterday because I broke my phone and was freaking out a little and assumed they might be able to help or at least give me a diagnosis. The sales rep kept asking me why I was there. I kept explaining to him that I was waiting for someone to look at my phone. He just kept asking me WHY I WAS THERE. After about the third time of me explaining he just interrupts me and says WE SELL PHONES HERE SIR. I replied ok well the guy before was fiddling with it and checking my account and I thought you guys would maybe have diagnosis software or something. no. As I was leaving some other guy was coming in complaining about a screen not turning on just like mine and I saw they were asking him for his account info and what not. Ya so.... They only want to sell and upsell you here. SO. DO NOT come here unless that is what you are after. Maybe try best buy unless you have a Verizon account issue involved. I ended up getting my iphone 12 screen fixed at ubreakifix. They were super awesome; so just skip these bone heads and go straight to that place if something is wrong with any of your devices.

They need to hire more people. They used to have people at the front door to check you in and answer simple questions about your phone. I had a simple question today. It didnt get answered because I got tired of waiting for the sales people to finish selling phones and talk to me.

It’s a Verizon store. Not much to say other than prepare to wait in line. Good service.

Always like this store very helpful

Good service, in and out quick and easy

Sometimes there is a wait, but that’s what happens when you have the best service. Staff is always ready to help

Garbage Ill never buy verizon again

Waited almost 10 minutes outside with freezing rain only to be told that I needed to make an appointment. I don’t know why I had to wait outside that long just to hear that. Then I asked that someone help me make an appointment at a different store close to where I live and I was told “that [other] store is a small store so you won’t need an appointment.”Guess what? I still needed an appointment. Thank you for absolutely Zero help of effort. I’m pretty sure the DeKalb store could have called the other one to help me. But no, instead I was told to go there in person, only to find out I need an appointment there as well.

Fast, easy and super helpful!!!

Aaron is the only reason Im giving this store 5 stars. To keep a long back story short, I came raging into this store ready to switch carriers and beyond frustrated - I was livid. Aaron reassured me that he was going to help me and that he, as Aaron and not just a Verizon rep, understood my frustration and was going to help. I know he did more than he was required to.Aaron had a monster of a customer coming at him and he stepped up and went beyond what he was required or even supposed to do under COVID restrictions. AND he fixed my issue is about 30 min when I had already talked to multiple other Verizon people over hours of time. He is competent, understanding, and calm. A regular customer service dragon slayer.I would never recommend Verizon to anyone EVER. But, Aaron needs to be recognized. He saved the company at least one customer. If I ever need to visit the store again I will be making sure Aaron is there first. I have no interest in dealing with anyone else.#TeamAaron

Okay store very helpful people

Their Covid restrictions or policies need to be reworked, so there isnt so much waiting outside with no idea how long it will be. The app and customer service phone numbers are difficult, if not completely worthless to use. This was our 4th visit to a Verizon store to try and get a phone line switched and they still havent been able to get it done.

Very helpful and kind. Showed me how to fix the problem if it happened again.

Purchased a new phone and got great customer service.

Great customer service! Patrick the manager & Paul one of the associates provide EXCELLENT Customer service !

Paul was really helpful. Good sense of humor. Good at explaining technology to those of us who are out of the loop.

I had a very difficult situation switching over my service to Verizon From Sprint and my experience at this store showed me that I made the right choice. The gentleman that helped me was named Ian. He walked me through everything, made sure my new phone worked before I left, suggested some other items that would give an old gal like me an easier experience using smart phones, all while holding up a pleasant conversation with me. I could tell he was genuinely interested in my life and issues and very knowledgeable in his area of work. He also was multitasking and helping other co-workers out, but still paying attention to my issue. If I could give more stars, I would. It’s not easy working through a pandemic but Ian did so with grace. I could tell he wasn’t the manager, but this man deserves to be. Thank you.

I have yet to have a good experience at this location, which is really disappointing since I like Verizon as a whole; especially when using their online help/chat, but sometimes you need to go into a physical store for help. The sales associates are either too busy trying to sell you something you dont need/want, that they dont actually help you with your problem(s). Ive talked to some that have no idea what theyre talking about, and a few that just genuinely seemed like they didnt want to be there. But this last time around was the most frustrating of all. My husband and I went in there to upgrade a phone. They were kinda busy, so we expected to wait. No one greated us, no one checked us in. We waited and WAITED while people who came in after us were helped first. Unfortunately, this isnt the first time this has happened to us either. We ended up walking out and going to Best Buy instead. Super friendly and efficient there. Verizon is great, this location, not so much.

Fast and friendly service. In and out in no time.

Jalon was super helpful and spent well over 30 minutes helping me with my issue. He had to factory reset my watch and call Tech Support, but he was completely patient and really nice.

Went in with 2 small kids who were less than thrilled to be there and I had no idea what I wanted. Thankfully Chris was patient in explaining a couple of different phones and options and was really helpful to make things as simple as possible and even switched every thing over from my old phone. Very personable and great customer service!

Too much to pay and the service is really really bad I am on with them right now and they really scam people to pay more money

Staff was helpful. While unable to secure a discount for me, they did their best to not only explain why the discount didnt apply, but researched similar discounts in an effort to help.

I went in for support with my phone but the person that was helping me wouldnt stop trying to coerce me into changing my plan so that he could earn a commission. He went as far as attempting to make changes to my account without my permission even after telling him no multiple times. In hindsight I should have spoken with a manager because he was trying to do things that I had not consented to.

Staff was helpful with what we went in there to do. Easy. Always polite and respectful

I really dislike having electronics fixed. I know very little about how phones, tablets, etc. work. But Rob at Verizon was wonderful. He diagnosed the problem and fixed it...no muss no fuss and without making me feel as if I belonged in the Stone age... so yay Verizon for hiring a young man who is both knowledgeable and understanding.

Do not give me what I am supposed to get

This place is really friendly make sure you bring all the money you have in your wallet if you want to buy a new phone oh yeah Steve that guys awesome best servers in Dekalb I must say

The employees are clearly trained on making the biggest buck for the store. I was told I could only get the phone insurance with tech support package. I later called Verizon and had them lower it to just plain phone insurance. Ive managed a cellphone store before and youll make a lot more for the store selling higher level insurance but you can sell lower levels of the insurance if you want. Dishonest sales practices at this location. On a plus side it is a corporate location with intelligent employees and a highly stocked store of products.

Very helpful staff. Wifes phone was dying and we got there 15 minutes before closing but they helped us pick a phone and get her all switched over. Great place!!

Very busy they did a good job!!!

Out standing service and information given.

Stopped by the other night and spoke with a very nice young lady who explained which phone would be best for me to upgrade. She stated it would take a bit to get the phone up and running but because I was headed somewhere I told her I would be back. I came back today, was greeted by an employee who wanted to sell me an Apple Watch series 4 after I had told himWe all had series 3 watches. While he was completing the sale I asked if there was anything to speed up our internet as we live in a remote area. He said there was not. After he Sold me the phone, he placed it in a bag and thanked me for my purchase. I asked him why we couldn’t set it up at the store (as we have done with the last 8 or so phones we have bought thru VERIZON) he states they don’t do that anymore. So here I sit, 6 1/2 hours after purchasing my phone waiting for the apps to download. I had the option to buy the phone at Best Buy for the same price but I chose VERIZON because we used to have great service there. Not anymore, I felt as though he was just interested in the sale and was ready to move on to the next one. Never again...I see others have had the same problem at this store. Very disappointed.

Ive been with Verizon for ten years or more. Ive always had excellent service at this location. Everyone has been extremely friendly and helpful. I have never had a bad experience. Ill be sticking with Verizon for a very long time!

The service was by far best I ever experienced - we got new phones and walked us thru everything

Got there when door opened, gentleman was help full and quick as asked, no run around as I knew what was needed and got no fast food questions with it. If asking what fast food questions are when you want just that burger and they try and shove a soda and or fries at you!Back to Verizon great job thanks to them mom now can get on line!

I called the 1-800 number, who told me completely wrong info, made me go into the store that is a 20 min drive one way, which i called the store and they also verified thats what i had to do. In the store, the manager took all the couples first, people who came in even 15 minutes after me. Only came to me when he looked around and there was no one else. Told me he couldnt help me. I stated thats not what the 1-800 number stated. He then called them, on speaker phone and he actually turned the volume on max!!! Waited for all my info blasted and stated we couldnt use the phone receiver, then he walked away and didnt come talk to me at all. The 1-800 number stated even though i was an authorized user i couldnt get into account and was told incorrect info of coming in, nor would help me. I asked for a manager and put complaint in for making me drive all that way for no reason and how i was mortified in the store, they apologized but said there was nothing to do. I asked the store manager, who literally walked around me when i tried waiting to speak with him further, for the district managers name, he refused and stated he would no longer talk to me since there was nothing he could do. I was patient and polite but the whole treatment i endured was shocking. I cant get over that all in all 2 people gave me wrong info, which happens, but that the store manager of the dekalb store and the 1-800 manager would be allowed to behave so. Im most upset about the phone on speaker at high volume. I actually cried in my car afterwards. Verizon should feel ashamed to treat people so

Nice and tidy store, the tech was helpful in going through the the process of getting a battery replacement on my galaxy s7. It seemed as if he didnt believe that my battery was actually shot and Came to find out that I actually did follow all the battery saving steps that he performed in store before I came there. Then he followed procedure and put a notation in my account that after a factory reset, if my battery was still shot then I could get a replacement. Which I did the next week through corporate Verizon customer service.

I just pay my bill thats it, any other business we go to Dixon awesome staff there. Very helpful.

I went here to upgrade my phone and change my services. In the past, they were nothing but helpful explaining your plan, adding, cancelling services, getting your new phone set up. All that has changed. You buy your phone, and you set it up yourself. If you need to change stuff on your account? Go online to do that, or call this number we dont do that any more. I tried for an hour to get set up called the help line and was on hold for 15 minutes. I couldnt get something to down load. I waited again. Then I packed it all up in the box and headed back. My original sales person who was just doing as he has been instructed, really did not want to set up this phone for me. He struggled also. More than three hours later I had a working phone. This is only a sales store. All they do is new sales.

Very good person to deal with and I hope Ill have him again even though I might have to get a new phone

Experience is terrible o drive 30 min just to go to Verizon and they refused to take me because they dont take people without opponents after 4 witch they dont menchen at all i am very dissipontied with them

I like the store redesign and how it feels more welcoming but they really need to work on their scheduling and staff count. Every time I’m here (at least two times a year) I end up waiting a lot longer than I expected. At least two times now I’ve had someone else take my spot in line while I was in the store waiting.

Been going for years always great serviceJason is awsome

This store is the worst!!! We wanted to remove a number from a family plan and set up a new plan alone. They guy refused to do it. He said we had to call the 800 number. When I called the 800 number and told them what the sales guy said, the lady on the phone said they could have helped us. The guys was completely rude at the store. We also asked what the lowest plan would be, he told us $55 and online they have plans for $35 for 2g data, which is perfect. The sales guy didnt even let us know that was an option. He acted like it was below him and would rather socialize with his co-workers. Do not go to this store, to bad its the only one in the area. I will be doing everything online or over the phone.

Most of staff is nice. I do have my faves. Ones that I prefer to talk to. I have had to wait for my turn longer than Id like. Customer service is good. Variety of phone cases is not good.

My vzw rep Kirsten was an awesome rep. She answered all my questions without having to ask or look it up. Very knowledgeable and pleasant to deal with. Highly recommend her.

Love my new Google pixel phone. Most people are very helpful. I had 1 bad experience where the sales person was no help.

Had questions were told dont do that here must. Call in sat in their parking lot making calls boooo they were helping others not us wasted trip

Quick fast efficient service, most beautiful cell store Ive ever stepped in

I have always had a good experience at this store. Honest opinions and sales.

If you visit this store I would not recommend working with Parth the manager, Mohammed the manager, or Jalon the sales associate. They are all very rude and have no clue what they are doing. Jalon was very argumentative and cocky, making faces at us, and rude comments. I have never been spoken to the way these three have spoken to us several times. We have filed a complaint with corporate about these individuals. They should not be working in the customer service field. On a much better note, Patrick Foley the manager is wonderful. He helped us when the others would not. He deserves much praise and definitely belongs in this field of work. Thank you Patrick for stepping up to help us when nobody else would and for not being rude to us as the others have.

Very nice technicians, but took forever and didnt even leave with a new phone bc they were closing

Very helpful but it will cost you

As a cellular representative myself, and someone who used to work for Verizon, this location is trash. The rep lied straight to my face thinking I didn’t know what I was talking about. Don’t trust them.

Very helpful and patient staff in and out.

Was able to add a tablet to my daughters account quickly and easily.

Always takes to long. And no good deals. They used to have good deals.

They got rid of someone awesome. You need to find the right rep to really feel like your getting helped and not hustled. Couple bad eggs in there, watch out.

Employees are not very familiar with less mainstream phones like Essential or Oneplus. Fortunately he did figure out quite fast how to set up my new 6T and now it works perfectly

Always great help with my questions. Love paying the bills on the machine, quick and easy.

Horrible customer service. I purchased a new Droid Turbo 2 and a few months later, due to no fault on my part, the charging port went on it. I bought it on the payment plan and since the phone was brand new and obviously defective, I was expecting to receive a brand new phone. Did I get one? Of course not. They sent me a used piece of crap instead. They refused to give me a new phone, which I was paying for, and gave me one of their refurbished pieces of crap. I then told them if they wouldnt replace my defective phone with a new one, then they needed to adjust what I had to pay for it because I wasnt going to pay full retail price for a used piece of crap that was only worth $150.00 at most. They also refused to do that. Why the hell should I pay for a new phone when they gave me a used one, which is also a piece of crap since Im having problems with it now too. I can see why theyve lost so many customers to Sprint and T-Mobile. When this piece of crap is finally paid for, still have $338.00 to go for a used phone, Im going to Sprint and we have been with Verizon for 14 years. Apparently they dont care about keeping their loyal customers. Screw Verizon.

I had to sit in my car for almost an hour so I just left.

Thank you so very much to the gentleman who helped me to factory reset my old Droid Charge this morning. He and I both thought it was a lost cause at first, but we persisted, and were successful! Hopefully this thing gets me through the next few months until I can get a new one.

Always great service.!! Jason is awesome

35 dollars a month off my bill for being a veteran, very classy Verizon

I was at the pool and a verizon employee approached me. She told me that I should not put my iPhone 8+ underwater because it was water resistant and not water proof. This is false advertising because I looked it up and the iPhone 8, 8+, and X are all water PROOF, NOT water resistant.

The customer service at this location is top notch. I switched from another carrier in the area based on the helpfulness and knowledge I saw on display here.

Very fast and helpful staff

I despise going to this store. The salespeople are more interested in making a sale than in helping you get what you need. I always feel pressured and patronized.

Wonderful

Not concerned about customer loyalty after 30 years going to Sprint

Hopefully this review will get me some good service next time as well.

The Verizon store in Sugar Grove is one of the best places to go when you need help.

Steve is a polite person very helpful

I went to the Verizon store in DeKalb located at 1015 W Lincoln Hwy. As soon as I walked in Ashley Manor, Sales Representative welcomed me and was very attentive to my dad’s issue with his phone. After explaining the problem with his phone, Ashley did all that she could to solve the problem. What I thought was going to take only a few minutes to resolve ended up being almost a 2 hour ordeal. Ashley was nothing but kind, patient, understanding and EXTREMELY HELPFUL!! She took her time and answered all of my questions. I cannot say enough about what a pleasure it was to meet Ashley! Unfortunately, customer service isn’t what it used to be so I was very pleasantly surprised!! Ashley is the epitome of a wonderful customer service representative!!

As usual I stopped at Verizon was outstanding everybody was helpful and kind and knowledgeable this is why I stay with Verizon.

I wanted to have a screen protector put on my phone but was told they cant do that unless I bought the screen protector from them. So I bought a $700 phone, 3 of them in fact, on the same day a year ago and that will not allow me to have a screen protector added.

I would never do another phone contract its a rip off and too expensive to get out off.they pressure you to get a new device too. They talked me into getting a gear 2 watch and my phone got broken right after and they wouldnt replace my phone even though I had insurance now Im without a phone and Im trying to get out of the contract they want me to pay full price for the watch plus a last bill. I wouldnt recommend Verizon to any one its a rip off they dontn care about their customers

Very helpful, an polit all ways good

Replaced a phone at a different store, made full payment for pay off on broken phone. Got a different phone. Phone wouldnt receive or make calls. Took it to Verizon in DeKalb and the salesmen REFUSED to assist my husband. TERRIBLE customer service. Will NEVER go back to this location. Also filled a formal complaint with corporate.

Seems to have okay staff. Nice to see new phones. I would just buy them online, though.

I have never left this store unhappy. The staff has always gone above and beyond to help correct any problems I may have had.

That new noise the app makes when you like someones review is cool.

Jason was a fantastic service specialist. Bbn

Make sure you read the fine print because they will tell you whatever just make a sale. Just know that as soon as you cancel you service you owe the rest of the equipment on your next bill. Verizon will never be contract free. What a scam.Ive had my phone, speaker and tablet bundle for 10 months. Phone doesnt hold a charge, tablet doesnt hold a charge. And Im paying$50 for two gigs? Do yourself a favor and switch to ANY other phone company

Came to upgrade a prepaid line andadd a line to a prepaid service - after 30 minutes of waiting, and 3 employee a sitting in the back, I paid 10 extra dollars for 2 days of prepaidservice because the employees cant figure out what theyre charging my card for.Customer service is nonexistent at this store.

Jalon and the staff are great! 👍🏽

Steve was helpful and patient with a new smartphone buyer.

Staff was prompt, friendly and seemed to be knowledgeable of the phones and plans they offer.

The sales people are so friendly and honest!

Fast, friendly service as always.

Kelly was super helpful.