Verizon

"Josh was our service provider in store. He provided excellent customer service and was full of knowledge and information about our new purchases (as well as being genuine and kind). We were very happy with our experience and service provided."

"Great customer service, very informative and kind. Great attitude and just an all around pleasant experience!"

"After years of experience at the Verizon Ellwood City Franklin Plaza ,there's a .manager Caleb who's fantastic very knowledgeable on phone problems!! It's a relief to able to get great service ! I highly recommend Caleb!!"

"I'm overwhelmingly happy with the service I've received, but concerned with how these employees seem to be essentially thrown to the wolves. For about a week and a half, I recently had the displeasure of troubleshooting a malfunctioning phone. With my first visit, Reilly worked with tech support for several hours to get it up and running, with patience and perseverance, but ultimately, it was decided there may be something physically wrong with the phone. I left without upgrading because I wanted to weigh my options and wasn't ready to give up on my phone since I'd just purchased it elsewhere. While frustrating, I appreciated how friendly she was and her willingness to keep escalating the call trying to get the issue uncovered. Cue three different calls (from home) over the next few days to tech support reps, where some settings were changed and my phone began working better, but still not optimally. The tech support reps tried to sell me on upgrading to a new phone, but I told them that if and when I made that decision, I'd like to take that sale back to the store because I wanted to make sure that the employees who worked so hard to help me were able to earn that commission. So, I brought my phone back to this location on Cyber Monday (my only day off, otherwise I'd have come back at a less hectic time), hoping to get a new phone. At the store, Caleb did some more troubleshooting on my old device, just to ensure I didn't have to make an unnecessary purchase if it was something that could be fixed, because the phone was only a year old. Unfortunately, despite escalating to tier 2 tech support, we all came to the definitive conclusion that the old phone was, in fact, defective. So we, eventually, got a new phone and accessories squared away, all while Caleb juggled a multitude of other customers on Cyber Monday — alone. But despite the line of customers that just didn't seem to stop (and the fact that the safe kept going off), he was always engaging, high energy, and helpful. I can't say enough about Reilly and Caleb's persistence and professionalism. They both, in their own way, went above and beyond for me and gave me top notch customer service, and I observed them doing the same for others who came and went before me and while I was there for each of my visits. It took about a week and a half to get me outfitted with a fully functioning phone (which is not any fault of theirs), but I'm happy with the purchase and their willingness to tackle the problem head-on before just trying to sell me on an upgrade. But each time I'm there, I notice that they seem to be critically understaffed. Perhaps it's the time of day, and the fact that it was Cyber Monday for one of my visits, but for the amount of customers who come in needing help, I'm shocked that only one representative is—seemingly—always there by themselves. One of those visits was on a random weeknight, and while I was there, the rep had to juggle several other customers while working on my issues. For another visit, I was there for nearly six hours due to the wait (because there were not enough employees to handle the customer load on Cyber Monday), and in that time I kept wondering: when do these people have time to use the restroom? When do they eat? I rarely even saw them have the opportunity to drink something. Where I work, even when understaffed, I'm still afforded multiple breaks, but I have my doubts that's happening here. For the amount of hard work, focus, and patience these people are putting in, managing multiple customers simultaneously, I sincerely hope they're getting the support they need from higher up. As a manager and former GM, I can tell you that employees with this much passion to help and work ethic are rare and should be treasured. Please, get these folks some more help and make sure they're taken care of. Your customers should feel good about coming into the store, not feel guilty that they're adding to the insurmountable load your lone employee has to endure during their shift. Do better and take care of your people."

"The last time we were there, the lady at service asked why we came, but instead of working on the issues we had, took my mother -in- laws phone, re-arranged all the apps in it to her liking, cleared old information, and proceeded to scold me for not taking care of her phone for her! 20 minutes after the initial contact she finally started to address the issues we were having. (So we thought). Because of not dealing with all the issues we now have another late fee. I feel that she thought that this was helping, but in the realm of customer service.. you ask before you do, you explain what you are doing, and you NEVER blame the customer."