Verizon

Business reply on Google

Thank you for taking the time to share your experience. We're very sorry to hear about the frustration you encountered while trying to pick up your router. Being sent from store to store and spending that much time on what should have been a simple pickup is not the experience we want for our customers. We understand how disappointing it is, especially after seeing another customer face a similar situation. Your feedback has been shared with our management team so we can review what happened and identify opportunities to improve communication and inventory coordination between locations. We appreciate you bringing this to our attention and apologize for the inconvenience you experienced.

Business reply on Google

Hello Eric, thank you for sharing your feedback. We’ve reviewed the transaction with store management to better understand what occurred. This purchase took place on December 17, 2025, and involved three new lines activated under a new account. The devices qualified for a $1,000 promotional credit per phone, and no trade-ins were required as part of that offer. At the time of pickup, the total paid in store was approximately $210 for all three devices combined. An additional credit was also applied to the in-store total by the original representative. The charge you are referencing relates to the “Ready Go” setup and data transfer service. This service covers in-store device setup, activation, and content transfer assistance. Similar setup and support services are offered not only at **Wireless Zone** locations but also at **Verizon** corporate stores. That said, we understand your concern that you did not feel this charge was clearly explained at the time of purchase. You did receive an emailed receipt reflecting the itemized charges, but we acknowledge that a printed copy was not provided in store at the time of the transaction. Moving forward, we will ensure that all customers r

Business reply on Google

Thank you for sharing your experience. We are very sorry for the frustration you encountered during your visit. We understand how stressful it can be to come into a store without service and need immediate assistance, especially when trying to reach the authorized account holder. While there are account-security policies that limit what our staff can do without an authorized user present, there should always be a professional and respectful approach when explaining those limitations. We also regret that you were not offered a reasonable solution or alternative to help you contact the authorized user. Your feedback has been escalated to management for review, as this interaction does not align with our customer service standards. If you are willing, we encourage you to contact our corporate team directly so we can look into this situation further and work toward a resolution. We appreciate you bringing this to our attention and apologize again for the experience you had.

Business reply on Google

Thank you for taking the time to share your feedback. We sincerely apologize for the lack of communication and the extended wait time you experienced during your visit. That is not the level of service we aim to provide, especially for customers who are taking time out of their day to visit our store. We understand how frustrating it can be to wait without updates, particularly when you have work and other commitments. Your comments regarding the return process and overall customer service have been shared with our management team so we can address staffing, communication, and workflow expectations at this location. We appreciate you bringing this to our attention and regret the inconvenience caused. If you are open to it, we would welcome the opportunity to make this right. Please feel free to contact our corporate team directly so we can assist you further and work toward a better experience going forward.

Business reply on Google

Thank you for bringing this to our attention. We’re very sorry to hear about your experience and understand how frustrating it must be to leave the store and then find that your phone is not working as expected. We want to clarify that we do not engage in scam practices, and we take concerns like this very seriously. Number transfers and device activations can sometimes encounter technical issues that prevent calls or messages from working properly, but that does not reflect the experience we aim to provide. We would like the opportunity to review what occurred and correct the issue as quickly as possible. Please reach out to our corporate support team or return to the store and ask to speak with a manager so we can verify the activation, address the charge, and ensure your phone is fully functional. We appreciate you sharing your feedback and hope to resolve this matter promptly.

Business reply on Google

Hi Ashanti, Thank you for taking the time to share your experience. We’re very sorry for the long wait you encountered and for the discomfort it caused — especially given that you had an urgent situation and only needed a quick equipment drop-off. You should never feel overlooked or left waiting that long for a simple transaction, and we understand how frustrating that must have been. We also apologize for the temperature in the store. Your comfort is important, and we will be checking our thermostat and maintenance schedule to ensure the environment is comfortable for all customers. Your feedback is extremely valuable, and we’ll be reviewing this situation with our team to make sure we improve our workflow and prioritize quick services appropriately. If you’re willing, we’d appreciate the chance to discuss this further and make things right. Please feel free to reach out to us directly. Thank you again for bringing this to our attention.

Business reply on Google

Hi Mary, We’re very sorry to hear about your recent experience at our John Rolfe location. We completely understand how frustrating it must have been after spending so much time on the phone with Verizon support, only to encounter additional challenges in-store. Our goal is always to provide clear communication and friendly assistance to every customer, and it sounds like we missed that mark during your visit. We’ll be reviewing this situation with our team to ensure all staff handle activation inquiries with care and provide full explanations about any potential service charges upfront. We’d like the chance to make things right — please reach out to us directly at 804-360-2369 so we can assist you further. Thank you for sharing your feedback; it truly helps us improve.

Business reply on Google

Hi Bart. We’re sorry to hear about the frustration you experienced with your phone transfer. That’s not the type of service we aim to provide. We appreciate you bringing this to our attention and will review the situation with our team to ensure it doesn’t happen again. Thank you for sharing your feedback — it helps us improve.

Business reply on Google

Hi Carter. We’re sorry to hear about your experience and truly appreciate you taking the time to share your feedback. We understand how frustrating it can be to feel caught off guard by fees and add-ons you did not expect. To clarify, Wireless Zone is an authorized Verizon retailer, which means while we provide Verizon products and services, we are independently owned and operated. Because of this, some of our pricing, fees, and services may differ from what is offered directly through Verizon corporate locations. We do our best to explain these details up front, and we regret if this was not made clear during your visit. Your concerns about the fees and additional services have been noted, and we’ll review them internally to ensure our team is providing full transparency moving forward. If you would like to discuss your experience further, please reach out to us directly and we’ll do our best to assist you. Thank you again for bringing this to our attention.

Business reply on Google

Hello Family of Five. We are very sorry to hear about your experience and the frustration you’ve had in trying to resolve the issue with your device. We understand how important it is to have a working phone and to feel supported when problems arise. To clarify, Wireless Zone is an authorized Verizon retailer, which means while we provide Verizon products and services, we are independently owned and operated. Because of this, our warranty and replacement processes may differ from those of Verizon corporate stores or Apple directly. We always aim to explain these options clearly and assist in navigating the next steps, and we apologize if this was not communicated effectively in your case. Your feedback regarding communication with our management team has been noted, and we will be reviewing this situation internally to improve how concerns are handled moving forward. If you are still in need of assistance, please reach out to us directly and we will do our best to help find a resolution. Thank you for bringing this to our attention.

Business reply on Google

Hi Kimberleigh, Thank you for taking the time to share your experience with us. We're truly sorry to hear that your visit didn’t meet expectations. It’s important to us that every customer feels valued and respected, and it’s clear we fell short in your case. We sincerely apologize for the lack of communication and the delay you experienced. That’s not the level of service we aim to provide, and we’ll be reviewing this situation with our team to ensure it doesn’t happen again. We’d appreciate the opportunity to make things right—please feel free to reach out to us directly at 804-360-2369, and we’ll do our best to help. Thank you again for your feedback—it helps us improve.

Business reply on Google

Hello I Burlock. Thank you for your review! We are thrilled to see you had a great visit working with the Team! We appreciate your continued support and thank you for being the best part of Verizon. Looking forward to working with you again in the future!

Business reply on Google

Mr. or Ms. R, We researched our records and cannot find your information to reach out to you. If you visited one of our competitors’ stores, please give us a call at 804-360-2369 and hopefully we can resolve your issue. Thank you!

Business reply on Google

Ms. Henderson, We apologize that you did not have a 5-star-worthy experience at our store. We want to make that right. Please call the store at 804-360-2369 and ask for the store manager or call our corporate office at 757-890-2801 to discuss your experience so that we can help you. We hope you will give us a chance to improve your next experience. Thank you!

Business reply on Google

Mr. R, We researched our records and cannot find your information to reach out to you. If you visited one of our competitors’ stores, please give us a call at 804-360-2369 and hopefully we can resolve your issue. Thank you!