I wanted to exchange a phone I purchased for my son within the 30 day return period. The associate talked me into fixing the phone to do what I needed. This did not work and I tried to exhange the phone. Told only the manager could authorize as it was past the 30 days. Manager offered to download an app but not exchange the phone. I left my information to speak to the manager, Tyler, directly, but he never returned my calls. Escalating to a higher lever. Poor management!!

Ignore the sign-in procedure thats posted in their lobby because they do not follow it. You are asked to sign in, leave your number and wait outside or in your car because they do not permit more than 3 people to wait in the lobby. The way it actually works, is if you stay in the lobby and get the attention of an employee who comes to check the list you will get service immediately.I followed the procedure and waited in my car. When I noticed cars come after me and depart, I went back into the lobby only to find my name crossed off as though Id already received service. When an employee came out to check the sign-in list I brought it to her attention. She apologized, let me in and told the other customers waiting in the lobby to come in as well.

We got new four iPhones 13 max pro, the sales person Ms. Renee Brown very knowledgeable and excellent customer skills & patience. I will highly appreciated her service and she is an asset to the Organization.

Horrible. I waited outside for ONE and half hours. I just want to pick up a router. I should get it shipped. When we were waiting, the staff called people in and I felt my name was crossing out. I asked why cross out my name. It turns out the staff called the wrong number. But I wrote the numbers quite clear. Horrible.

Verizons customer service is as pleasant as getting a circumcision from Michael J Fox blindfolded.Not only did we have to call Verizon three different times, each one lasting 1.5 hours or MORE, but our box was defective so we had to go return it, where we waited another hour outside in the car. we also watched elderly individuals with no smart phones, data or any way of scheduling appointments be ignored through the windows of the employees.when a customer service agent finally came out, he told us it would be another hour, it was currently 6 o’clock. Here’s the kicker, they close at 7. Im surprised Verizon still has customers at this point.

People are waiting since one (1) hour. Now it’s closing. What type of Service they are providing to one person since one hour?

Jamal was very knowledgeable and kind. Very refreshing to see😊

After 2+ weeks of dealing with Verizon reps on the phone and online - one 15 minute stop at the retail store got me squared away. Kam and Kiante were a huge help and got me squared away ...

Jeff the sales rep. Was so patient and awesome. He help me decision on buying my first IPhone. He communicated the benefits and assisted me in using the phone properly. I was feeling down when I arrived….but he made me feel happy and confidant. I am starting a business and my IPhone is key to be successful. The entire Verizon team was great. Jeff is so knowledgeable about the products. I am a forever customer. This has been the best customer experience.

Huge shout out to Trevor J who assisted me yesterday to add a line to my account. I was bringing over a family member and their former service provider was not making it easy. Trevor is knowledgeable and patient, and he set my mind at ease while he worked through the steps to get the new line set up. Trevor J demonstrated fantastic customer service from his welcoming greeting to his expert assistance and parting offer to help with any follow up needs. Thank you Trevor J!

Kyu was great! He answered all my questions, gave me the no-nonsense version of all explanations, and is overall an affable person. I had to order my other iPhone to be shipped, but that’s really not a problem.

It was amazing. The store was clean and the staff was incredible. I was assisted by the associate, Maal and he was very patient and respectful. I really appreciated his professionalism along with him being able to help me feel more comfortable and confident in the decisions I needed to make while being there.

Outrageously incompetent staff at this Verizon location! I first received a defective phone and had ti return it and the Verizon employee who waited on me was fired! This in and of itself tells you a lot about this store! Sadly, a Manager named Cam s at the top of the list! So frustrating dealing with these slow, non customer service trained employees that dont seem to be concerned about customers waiting lengthy peruods or providingaccurate answers ti them either. Ive been here over an hour and the manager Cam started assisting a woman who arrived 15 minutes after me. Cam appears to be naive of a lot of Verizon procedures and policies which is prolonging my waiting time. AWFUL STORE! Will never return!!!!!

Erik was very friendly, and extremely helpful and knowledgeable. We had to wait almost an hour, and then it took hours until we had gone through everything we needed to. He went above and beyond to help my parents understand all of their options.

Couldnt resolve my phone issue, had to buy a new phone, good service, very helpful!

I had a very easy time transferring to Verizon with the assistance of Trevor. Not only was he patient and nice, he also helped to answer every question I had in detail.

Representative Joey was very patient in explaining to me the payment plan and the logistics.

Update: After contacting corporate Victra, they provided a refund for the set up cost. I have therefore updated my rating from 1 star to 3. However, if you are comfortable setting up your own phone and in no immediate need for a fully working new phone, be aware of their set up fees and inquire about what service they are exactly providing and when your new phone will be fully functional. It may not be for hours if you have a lot of apps and/or data to transfer.While the sales rep was very knowledgeable and helpful, he wouldn’t let me leave the store without setting up my phone, which Ive always successfully done with all my previous upgrades at other retailers. I only found out why when they presented me the final bill which included a $20 set up fee. Total rip off and horrible business practice. Also, the extreme inconvenience of not having a fully functional phone until all my data was transferred from my old phone was extremely frustrating. They also ignored my email detailing this transaction experience, hence my need to warn others via this review.

Unlike some google reviews, they were nice.

This establishment was operated in a very professional manner. I was very glad to see that they were adamant about taking customers safety as a priority with the social distance. My representative was Joseph and he was amazing! He was very kind, helpful and professional in providing me customer service!

Terrible service, queue times were unknown and I had no idea what spot I was in line. No ETA given for waiting. I JUST needed to drop off equipment and had an order number already completed prior. No considerations were given to customer wait times. I was not the only person who experienced this today, at least 6 other people had this experience. Checked in, no idea where they fell in the queue, wait times of over an hour to be helped, no communication given to know how long to expect to wait. (Writing this review as I wait... going on 1 hour).

Went to turn in equipment here. I waited in line for 1 hour before someone saw me. However once I was able to be helped the gentleman was nice and fast at his job this location is small and there is very little parking.

They had All the measures in place for safe healthy experience. Gentlemen that helped me was very kind and helpful. Its a safe place to go if you have concerns about covid-19 and whether or not they have safety concerns in place. But they did and had more than most retailers do.

I wouldnt have left 1 star. I dont want state anything other than to completely avoid this retailer. Best to go directly to Verizon.

I have visited this Verizon authorized dealer on 2 occasions in 2021. In both instances my service advisor was Trevor - he was knowledgeable, thorough, professional and friendly. I was very satisfied with my overall experiences. The location adheres to Covid protocols has ease of access and plenty of product inventory.I advise securing an appointment in advance.

One of the worst experiences thus far with Verizon...and thats saying a lot. Upon entering the building, the waiting area was crowded with 3 customers waiting to be seen . Normally at this location, the iPad at the entrance is used to determine which customer will be seen next in an effort to maintain social distancing. The iPad wasnt working but there was a sign up sheet. I asked the associate in the store if I should sign up on the sign-in sheet and leave a number so that I can be called back in as I wait my turn in line. The asso interview told me the iPad is down and we just have the customers wait for hours. I asked him if he were serious and he said, yes. My biggest concern was with the social distancing in the establishment. Moving forward, one customer a lady left because she felt the wait was too long. The first customer stated that he had been waiting over 1 hour and 40 minutes to return equipment and when typing this, we still were waiting to be seen. Its 8:15pm more customers are pulling up and have begun waiting outside the door to the store for social distancing purposes....this location is a joke. Avoid if possible, at least on a Saturday.

Joe was amazing !!! He made me feel as if I was a valued customer and that he would find a solution for me. I had so many questions that anyone else would have gotten annoyed, but Joe was determined to make my day.. Let him know that he definitely succeeded. Thank you forbthe human touch!!!

Great experience calling in to schedule an appointment. Was greeted at the door and spent 30 minutes getting my new phone. Branson was a pleasure to work with. Will come here again for any future needs.

I had a wonderful representative who assisted me yesterday. I went to pick up new equipment but after a thorough review of our fios and wireless services, Cam was able to greatly expand our level of services and save us money! The only reason I did not give 5 stars was the amount of time necessary due to their system not cooperating and things needing to be entered multiple times. They could not even schedule the service call I need for the upgrade. No fault of the team at Ellicott City. They were great and having been to other locations, I would go out of my way to go back there if needed.

Abby was fantastic! Stayed late and went above and beyond to make sure my mishap with online purchase was taken care of and allowed me to get my phone and great deal on Apple Watch in store. She even stayed late to call her higher ups to confirm my other cancelled order. Appreciate her time and overall positive attitude!

If I could give zero stars I wouldProduct and customer service suck.

While the customer service reps are very nice and polite their attempts to help connect me with billing to correct a LARGE billing error were unsuccessful. Two times I was connected to a robot message telling me that I needed to get information that I HAD IN MY HAND and then was given a 1-800 number to call back. Click - adios. I wasnt given an opportunity to speak. To fail in my effort took about 20 minutes in all. Verizon has vile customer service. I have spent more hours on hold than I want to waste in my life. Verizons contempt for customers is made clear every time you attempt to connect with them.

Jon is a very helpful guy and provided excellent customer service. Very knowledgeable and informative.He made my experience at Verizon nothing but wonderful.Keep up the great work!!

Abbey was pleasant, knowledgeable, professional and thorough. She went through the process explaining each step and completed the transfer to Verizon. Excellent job.

By far the WORST experience at this store last night. The guy who helped me with trade in asked me if I wanted to add protection plan and I declined, later he brought all the extras (screen protector, iPhone case etc..) to the table and at first he asked me if I wanted all those for an extra $200, which I politely declined since I had everything already bought. Soon as I declined all of those, he starts JUDGING me for not buying any of the extras from his store and starts FORCING me to buy them. His tone and the way he treated changed in seconds and it was VERY RUDE. Its an individuals choice to either BUY or NOT TO BUY from the store!!! NEVR GOING BACK HERE AGAIN!

I came to this Verizon to get some help with my 5G SIM card I spoke with Dametris he was super helpful and a nice guy to be around I definitely would come back for help

Although the wait can be very long because we are in a pandemic, I thoroughly appreciate the level of customer service from this verizon store. I have been a consistent customer for years because they always take care of me. Getting new phones and making plan adjustments may not always be the easiest, but it is at this store. They make sure every customer walks away satisfied and happy !

Abby did an awesome job taking care of my wireless and home devices!! She’s very thorough and friendly! Thanks for all your help!!

Got me in and out pretty quickly. I was only dropping off my FIOS equipment and the sign in by iPad in the front then wait in your car till texted was a pretty good system.

Totally unprofessional, Manager promised me additional $8.33 but all lie.

Hey I went in for something else. Came our with a new phone that I so needed thanks to Jon who gave excellent customer service. Im very happy!

Be prepared for a 2 to 3 hour wait. But once being served, service is great.Please be aware this is an authorized dealer. This store is not owned by Verizon.

Demetrius was an absolutely wonderful representative of Verizon service. He originally answered the phone when I called to make an appointment for me and my husband. He continued taking care of us during the appointment. We left with two new phones, different models, with all data transfered from old to new phones. He answered all of our questions. He was one of the best ever.

This is not verizon cooperate. They are just retail authorize verizon store. There price always higher than another store. They are missiles and more fee to add on. They sale all device more than real retail price. Also store manager is not friendly may be we are asian. I strongly do not recommend this store.

Horrible customer service!!! Get internet box dropped off and you cant get anyone on the phone for help! Shipping this back they can keep it! Dont ever go with verizon

Went to the store. Got there 10 minutes before closing. The door was closed as the 2 associated looked at me walked to the door. Beyond upset. All I wanted to do is drop off equipment.

I purchased a Samsung S21 two weeks ago and received exceptional sales service at the time from a gentleman who knew the features of the phone. He talked us into this phone. Initially, I wanted an Iphone even though I have been a long time android user. I returned today, my phone has had nothing but issues since I purchased it, every time I answer a call the screen blacks out so I cant see who is calling. The same buttons are used for screen shots and turning the phone on and off. The button on the screen to activate the screen doesnt work. Then today I kept getting a message asking me to sign up for wifi calling and when I hit cancel it would cancel my call and not let me make outgoing calls. After having had Verizon tech support fix the problem twice I went back to the store. Waited an hour, when I finally was called the rep kept asking me what I wanted him to do and I repeatedly asked to have the phone replaced. I then asked for a manager, who told me to pick another phone as the S21 does not do what I need it to do for my job. I had a Note 8, so i chose the Note again and they didnt have any in stock. He told me to pick one, none of the other phones had any details or specs available and were only labeled with model and price. How am I supposed to pick one when there is no information available to help me assess or make that decision. I had taken time away from my work to get this problem resolved and was not able to resolve it and received very little assistance at all. I left the store frustrated, angry and still not having my problem resolved. Next time I will just go to a Verizon Corporate store. All they want to do is sell phones and have not interest in servicing the customer when there is a problem. Very disappointing.

Didnt have what I needed and the staff did not seem to know much about my items or how to direct me to a place to solve the problem. The one guy I interacted with had no idea what to do. I knew more about equipment than he did.

Jonathan was great and took care of a not-so-smooth phone activation (and made it look easy), plus he looked at our landline and cable plans and saved me some dough! Highly recommend!

Very poor customer service. Too much wait time even with appointment.

Not sure why I must wait a half hour to drop off equipment.

Twelve people waiting in line. And theres only two workers. On of which is doing nothing... Hes on his cellphone.😠 And other one has been talking to one customer over 45mins.

Absolutely the worst place ever to do business, took them over a day to get me my phone that was an in stock item that I ordered online. When I get to the store I still had to wait an hour in line to pick it up after they texted me to say it was ready to pick up. Took them this long to do something that should have taken no more than 15 minutes.

We went to the Ellicott City Verizon to ask some questions. All of the questions were answered. We also purchased two new phones because our rep was so helpful. Fast and easy

Tyler and John both managers have been amazing to work with!John was Very knowledgeable and he made sure I walked out happy and with the best deals possible.If you have to wait to get in it’s well worth it.

Abby provided outstanding customer service while installing a protective cover on a new iPhone. She was very knowledgeable and very pleasant. No pressure tactics but offered other products in a helpful way.She represented all that is great in customer service and engenders customer loyalty.

Just wanted to give a praise to Dametrius Big Kountry at the Ellicott City Verizon store. He was customer service was excellent! The store did not have the parts I had ordered but he quickly directed me to another Verizon store that did. He ensured that they had the parts prior to my departure and gave me the name of the stores agent to talk to when I arrived. He also gave me a number to call him back if there were any problems. His service was 5-Star all the way.

Jon and Trevor did an excellent job assisting me in my purchase of new phones. They patiently walked me through the entire complicated process while describing all of the costs involved and maximizing my savings.

Branson was professional, knowledgable, personable, and simply delightful. I was lucky to have him assist me with Verizon questions in the midst of all the COVID delays. He made it very friendly and I appreciate that. :)

I was just returning equipment after discontinuing service at my moms. Staff was very courteous and pleasant. Excellent customer service!

Branson was a beyond amazing sales associate. I went in last Saturday and he was able to help me really quickly. He explained the process of everything in detail and recommended different products to go with my phone. Working with Branson made my experience easy, fast, and fun. I really appreciate the help he gave me during my visit. I will definitely be going back to this location and Branson for anything else I will need from Verizon. Thank you for incredible service!!!

The phone and accessories upgrade with Abby was uncommonly extraordinary. The manager Tyler runs an excellent shop focused on superior customer experience. He also manages an awesome Playlist!

Worst experience at this location. I came to pickup an online order (extender) and waited 45 minutes in my car to be able to enter the store and pick it up. Had I known this would have been the situation I would have had it delivered to my home. Absolutely ridiculous.

Had to give this 1 star because you cant give anything less but the 1 is far too generous. Only had to come here a couple of times but always a long wait, even before covid. I am swapping out a router already ordered and set up online. tried to come last night but after an hour I couldnt wait any more. Came back today and now again over an hour into the wait. No updates available after you sign in and everyone is extremely frustrated. Tried calling the store and all you get is voicemail saying the mailbox cant accept more messages. Good luck finding how to sched an appt online. Verizon corporate should be ashamed

Kam was great. Explained everything and was knowledgeable. It would of helped him to have a way to call tech support directly. He was stuck on hold just as I was! Verizon should develop and 1800 number for instore reps to get through faster.

Abbey was amazing and super helpful and patient with all of my tech issues!!

Luis is the best, i had service with him since the wifi and now i change my phone to verizon completely. He gave me and suggest many useful info. He’s nice and professional. This store will be my favorite one to visit moving forward

Slowest service ever. Came and waited one day for and hour just to pick up a router. Finally just left and came back the next day and it was the same. Talking to another guy, he’d been waiting for 2 hours. Meanwhile watching the employees move around like sloths while sometimes 2 or 3 people help 1 customer.

Even though there was a little bit of a wait, the service was great and I was happy with all that I was able to accomplish.

These guys are wonderful at what they doI will never go to Verizon located on route 40 and rolling rdTerrible workers, rude, not helpful at all

All I can say is don’t do curbside. I ordered a phone online and after receiving an email saying my device was ready I proceeded to the store. I went back to my Verizon app and checked in. I received a text stating i was next in line and someone would be with me shortly. 20 minutes go by and I call inside the store only for the phone to ring so long that it transferred to corporate customer service. The female who answered called in and someone answered and told her my name hadn’t been on the checkin list so she added my name again and here I continue to wait going on 35 minutes. Currently trying to cancel the whole order.

Kam was very personable and was able to answer all of our questions and set me up with a new phone.

Needed to wait in car for 15 minGreated by a very nice gentleman and the young man was very nice and efficient

Cameron was very knowledgeable of all questions and showed respect and patience with me and my inpatient husband so I give him more props for that. This is my second time with this fine young gentleman so he deserves to get major raise cause he seems to know his stuff and was helping other salesman at the same time.

Nice center with some amazing staff.Arby and her colleague made my day..Awesome customer service..Am good

Today Sunday 3rd at about noon. We went to this store hoping to return some equipment. The girl working there was not friendly at all. She said she cant received the equipment. We then asked where can we returned it. She said she didnt know and she wouldnt check the computer either. We call another store and by phone the lady gave us the address

Keonti was great. I was disappointed there were no screen protectors available for the 12 Max Pro I was picking up, so I couldn’t take advantage of the deal to buy the case and protector together, plus get the deal with the wireless charger. Sad.

Very professional and helpful.

Jonathon was the most helpful and honest Verizon manager Ive ever encountered. He wasnt pushy, made my new phone purchase seamless and was a pleasure to work with!!

The parking lot’s always full at this location but the waiting is minimal and the service is efficient, and there’s an awesome liquor store next door. Great friendly staff!

My experience was very informative and professional. I did not receive a resolution to my purpose for stopping into the store. The issue was due to the previous salesperson lack of inforlmation about wireless charging capabilities. The phone i was led to purchase does not have wireless charging capabilities . Thus, I am disappointed.

Jon was so helpful. He informed us of specials available and helped us select services perfect for our needs!

Long wait, could not get phone until tomorrow.

Keonti was a great person to work with. He answered every question patiently and clearly and offered many plan options for my family to consider. We did not feel pressured or rushed. The store had seats placed away from the desks, but when people walk around it was hard to social distance. I was still comfortable in the store, some people may not have been. I am glad we returned to Verizon and will continue to use this location for service.

Jonathan was very patient and professional. I purchased a new phone that I didnt know how to operate. He went above and beyond in teaching me how to operate the phone. He transferred all of my data for me. There were some items that didnt transfer seamlessly and Jonathan worked with each item until they were transferred and I could access them.

Perfect customer service by Keonti and I recommend all the team members. Exceptional experience.

Love this store! Highly recommend! Branden is excellent!! He is so knowledgeable and professional. Took his time with us to make sure we were getting exactly what we needed. We arrived one evening just as he was about to get off work. He stayed and took the time to help my daughter get set up with her new phone! Every employee in the store was great.. very friendly and for a Saturday everything moved fairly quick!

Long wait due to COVID protocols but once inside, the staff was quick, efficient, and very helpful

Working with Dametris on the purchase of two new 12 Pro Max iPhones was a pleasure. He suggested accessories and took his time with us as customers -and we will now be returning customers. Verizon in Ellicott City is well organized and considerate to their customers. Thanks for the great experience.

The best experience returning equipment and upgrading my mobile phone. Keonti was thorough, explained my options and he made sure I got all the discounts that applied. I would definitely go back to buy or upgrade my phone or services next time around. Highly recommend Keonti. Thank you!

Staff was very pleasant and polite..Did not have to wait long.

Once inside everything went smoothly and quickly however I and everyone else who showed up ended up having to wait over an hour and a half for them to get to you

Nice quick informative

Considering whats going on, they are doing great. Beware, you have to wait outside after you sign in. Only allowed four customers inside at once. Not a long wait. 20 minutes at most depending on what is being done. And if turning in equipment, be prepared to place in plastic bags when you to the door. Bags are provided at the door. There is a canopy with a few chairs at the door. The building next door also provides some shade too.

About 20 people waiting to turn in equipment and buy phones. One person in view others hiding in back or something. There were four or five people. No reason for waiting this long. Edit: turns out three people went to lunch at one time. Total wait time ended up being 2 hours and 33 minutes.

Excellent experience this morning at Victra, Verizon Wireless authorized retailer. Abeer spent nearly two hours with me selecting and activating a 5G Samsung A51 smartphone to replace an older Samsung J3V phone. She handled all the transition, data movement, email setup, cloud backup and gave a very useful tutorial on the new, faster user interface. Even cleaned up storage on the old phone to create enough space to load the Smart Switch app. Abeers service was above and beyond. Have purchased several wireless devices over the last seven years at this retailer. The service is always outstanding! Caring for customers in this manner is what creates unbreakable customer loyalty.

CHECK IN ONLINE FIRST!!!Keonte just had to pick up a router and scan it and we were out in 30 seconds... he was very friendly and helpful and the system in place is out of his control.I was going to leave a one star review for the poor queue system (I didnt know at the time but you can check-in online at victra.com) but Keontes great attitude and apologies turned it into 5 stars. Our first time to the store we signed in on their notepad outside and waited for just over an hour.

When we went to the store, it was full and a big waiting line. But the Verizon employees quickly attended everyone and the person who helped us was very patient and explained all options. He was very informative and efficient and made our decisions very easy. Thanks Verizon for the impeccable pro experience

Cam was fabulous, wonderful service and very personable.Spent 6 hours there because the first person set our phones up incorrectly.The female associate who answered the phone when we called to fix our phones said it was not her case so not her problem and referred us to the associate who sold us our phones, who was not there that day, even though our phones had not worked in days.

He did a great job. I told him that I needed help with three things. Two of them were pretty easy. And then I needed a whole new account because I just bought a new house. So he did great through all of it. Thank you for your a good service