I am writing to formally escalate a deeply disappointing and misleading experience at a Verizon retail location in Mansfield, Texas. The situation involves clear misrepresentation by store staff, resulting in billing issues, an invalid trade-in offer, and significant inconvenience to my family. Our business representative, Jason Kelley, advised us that we would receive over $800 per phone in trade-in value and that adding a line would lower our monthly bill. He further stated that he had verified my son's phone from Total Wireless was compatible with Verizon and assured us it would be fully functional within 30 minutes of activation. Based on these assurances, we agreed to add the line and proceed. Before leaving the store, I specifically asked about the trade-in return process and shipping labels, and Jason Kelley confirmed we could return the devices to any Verizon store without additional documentation. Unfortunately, after several hours, my son's phone still did not work. We returned to the same Verizon store the following day, where employees were unable to activate the device normally. Ultimately, they activated service using a Verizon test phone and then placed the same SIM card into my son's phone. While this temporarily worked, my Verizon account now incorrectly identifies my phone as a Google Pixel, which it is not. On January 12, 2026, we attempted to complete the promised trade-in. Another Verizon representative, Remy, informed us that no trade-in had ever been initiated and that Jason Kelley had only processed an upgrade. Remy contacted customer service to correct the issue. While a trade-in was eventually started, it was under a new promotion, reducing our value to approximately $600 per phone, instead of the original $800+ we were promised. At that point, we also learned that my son's phone was not compatible with Verizon at all, which explains why it had to be activated through nonstandard means. This directly contradicts the explicit assurances made by Jason Kelley prior to the sale. Additionally, I later confirmed with the manager on duty that we were told--incorrectly--that we could return the phones to any store without needing anything further. This misinformation was reinforced by multiple staff members, indicating a broader failure in ethical sales practices at this location. I believe we were intentionally misled in order to secure a sale and add a line. These sales tactics are unethical, deceptive, and entirely inconsistent with the standards I expect from Verizon. This experience has caused unnecessary stress, wasted time, and financial uncertainty. I am requesting: Restoration of the original trade-in offer we were promised Correction of the incorrect device information on my account A formal review of the conduct and sales practices at the Mansfield, TX location I appreciate your attention to this matter and look forward to a resolution that reflects Verizon's commitment to integrity and customer trust. read more

"Great service and affordable price. I had broke my screen , brought it here and SHAWN fixed my phone fast! Shawn is Superb! I'm so happy with the overall service. Thanks Shawn, I will be back AGAIN, AND AGAIN! Amazing read more

Will never go here again. Went in hoping to get information to switch from my current phone company and no one acknowledged me. One employee looked right at me and didn't say a word. One standing around by them and another one came out the back though neither said a word to me. Looked around hoping someone will say something to acknowledge I'm there , wishful thinking. read more

Our interaction with Edwin at this store in Mansfield was one of help, honesty, ethics, and very professional one, he's very knowledgeable and gave us great deals to look into and replaced my Screen Protector. Nice young man he is an asset to your company. read more

My husband and I were just in the store to purchase an Apple Watch. The rep that helped us had such poor customer service if my husband didn't really want the watch I would have walked out. We purchased the watch, he gave us the watch and didn't even assist with setup or assembling the watch. His manager was much of a help either. I do not recommend this store. read more

Came in with phone problem and Chris was very professional and helpful- friendly fixed problem and resourceful with questions regarding my plan read more

Went with my mom to get a new phone at Verizon. The people at her Verizon store had not been helpful, so she decided to try here. The manager Dasha answered all of my mom's questions, looked up her account and helped her pick out the perfect phone for her - not the most expensive. She explained that the phone wouldn't arrive for over a month and my mom's options. She even gave my mom her cell number so she could call her for help. When we left the store, my mom said she had never had that kind of amazing customer service in her life - and she's 79 years old! Thank you, Dasha and Verizon Mansfield! read more

I have never had an issue with Verizon as a company, nor have I had an issue with the staff. I went in today as I have numerous times before and was greeted and waited for maybe a minute. Christopher the manager at the Mansfield store helped me out. I went in for one thing and was able t get what I needed and then other stuff I should have bought a while back. I asked for Dani but was very satisfied with Christopher. I use to go to the South Arlington Store but when I found Dani moved to Mansfield which is closer, I decided to go close home. Was very glad to see her and greet a new face in Christopher. Verizon you have done me well for 7 years and I am very grateful. Never seen any charges or accounts that did not belong. But I also check my stuff on a daily. Sad to see you all have 1 star for that. read more