We had a number of configuration changes to make, new phones and porting to T-MOB from another…read morecarrier. We were assisted by Connor. Great experience. I wish more people had his customer focus and engagement.

I had been without phone service for nearly 3 weeks due to theft while out of the country on…read morevacation. I had purchased a phone out of country and was assured that it would be compatible with my US carrier. It was a less expensive phone, but still several hundred dollars and I did have insurance on the stolen phone. I was in the store on the day of my return from 3p, left and returned about a half hour later with needed info and in that time, Eugene was waiting on a new customer. He pushed me off to another rep who was trying to be helpful and though I was one of the first in line, I agreed to let him go back and forth between customers that had entered the store behind me. In that time, while in store, I filed a stolen phone claim, paid the deductible for replacement online, called online support for answers/service they weren't able to give me, still with no resolution and asked for a new SIM card to be put in the phone I'd purchased out of country. In short, 6p closing time the alternate rep left and Eugene started the process of attempting to get my alternate phone working by putting the requested SIM card in it. He could not get it to work, insisting that I need to buy a new phone and since his store was now closing, I would have to go to another store...to buy a new phone if I wanted the service I needed for the next days while waiting for my replacement one to ship. He insisted he'd been helping me all day - NOT AT ALL! - and had exhausted his resources, telling me it was my "situation" (essentially, not his problem). He also insulted me and made a false claim about a statement my family member made when she'd called in during my short absence back home to retrieve information. He had not even told me she'd called back. I had been patient. Did not cause a scene while other customers were being waited on, just went about my business trying to get myself back in businsess.At the time he was pushing me out of the store, I might have told him he was "jerk" and he threatened to call the police to evict me from the store!! I was ready to swear off T-Mobile and go with a new carrier. Next morning, I was bright and early at the Sunset Hills store for a coinciding internet issue that had me on the phone with T-Mobile until nearly midnight after leaving the Ellisvsille store. At Sunset Hills I worked with Brian. In less than 15 minutes he had my internet issue resolved AND a working SIM card in my alternate phone. He indicated that Eugene has used the wrong SIM card and had not even registered my account. Brian at the Sunset Hills store gets 5 stars. I wanted to hug him and told him so. He was respectful and knowledgeable. Because of his service, I MAY stay with T-Mobile a bit longer.

My old phone, which I've had for four years, has been on the decline recently. That said, I came…read morehere with my mom yesterday to upgrade my phone. Overall, the experience was just okay. I was thankful we got there when it wasn't crazy busy, but it definitely started to pick up after noon. It took awhile to get everything situated. Our salesperson might have been new, as he seemed a little nervous and confused. Additionally, he seemed like he was still learning about all of the current deals and how the Verizon store switched over phones etc. However, another salesperson was extra helpful at explaining things. I believe his name was Jason, but I'm not positive. Jason was great at clarifying details and knew a lot about special deals and plans. Technology is often slow, so the time wasn't an issue, although I think our guy was also still learning and took longer than usual. This wouldn't have been frustrating, but it soon became so because he kept trying to upsell. Since he wasn't super aware of the plans, he wasn't great at explaining what these deals were. For example, he said we would get "a free iPad" with the purchase of a phone. However, you have to get service on that iPad and so on, so the iPad isn't free. When this kept on happening, it was distracting him from transferring my phone data over and extended the process. The persistent, poor attempts at upselling made the experience feel repetitive and painfully awkward. Nonetheless, I got what I needed at the end of the day and it was a good deal! Just make sure you have a lot of time on your hands before coming here... it's more time consuming than the DMV!

Frank provided superior service to ensure I was able to leave with my newly purchased Apple Watch…read morecompletely setup ahead of my son's birthday the next day. We ran into a few bumps getting the watch set up, but Frank was able to walk me through my tech issues with ease. Overall great experience, and I'd recommend Frank and this Verizon location for support!

Worst customer service experience. Waited for 20 minutes and had to get up saying we are leaving…read morebefore anyone asked what the problem was. Just there for T-Mobile Tuesday which is 15 seconds or less. Might need more staff. AT&T never had this problem.

Friendly staff that's well educated with T-Mobile products. Usually only 2 people working which…read morecan be a delay at times but they take their time with each customer and never rush, which is a good thing. They have a lot of accessories at the store but mainly for the newer models. My phone is 1 year old and I have to order what I need online but not a big deal since that wasn't the reason for my visit.