I have been with ATT since they were Southwestern Bell; I went into there store and asked if they could please lower my bill? I was paying $197 for two lines; my mom, who is 84 does nothing more than call. They told me there was nothing they could do. I said OK and headed to Verizon. My experience with Lauren was pleasant, she was kind, understanding and easy to work with. The fact that her demeanor was pleasant; she was very patient with whomever she was dealing with on the other end. Yes I understand it's her job, but she could have handled it a whole lot differently. I tipped her on the way out the door. It took 3 1/2 hours to get everything switched over; even then the process wasn't finished. They gave me a temporary phone number; only because my number was so old supposedly; that ATT wouldn't release it‍. Not really sure what that meant. I would have to come back three days later to switch back to my old number. Which I did; that took another 1 1/2 out of another day in my week. Verizon could lower my bill to a $164 monthly and if I signed up for auto-pay it would take another $20's off. PERFECT! Love that! To accomplish this; Verizon would pay off both phones from ATT; move everything over, we would still have the same phone numbers; my mom could use the phone I was using from ATT and I would purchase a new 12 or 15. I was still very HAPPY with my 6SE. Then the rates would be locked in for three years. I say all that to say this; that was on March 7th 2025. I paid $160 in store to get the plan started; was assured I wouldn't have a payment until the end of April. At the end of March $164 came out of my account; I had not signed up for auto-pay yet. I was NOT HAPPY about the unexpected payment. But wait there's more! Not ONLY did that payment come out! Verizon didn't pay off my mom's phone and AT&T billed me $193.34 on April 7th. After all that, my Verizon account then showed; my next payment would be on April 27th for $144....yeah On April 8th I receive this!! Verizon Msg: Your balance of $193.67 is scheduled for eCheck payment on 4/21/25. View your bill at m.vzw.com/MyBill I am now getting dressed to go back to the Verizon store in Marble Falls; I pray Lauren is there! NOT ONLY IS IT $50 MORE THAN IT IS SUPPOSE TO BE; IT IS ALMOST THE EXACT SAME AMOUNT I WAS PAYING AT AT&T!!!! Needless to say I AM HOT! read more

Unprofessional female manager. Had to post immediately after witnessing a female employee act extremely rude and unprofessional towards a child entering the store. As the child was leaving a male employee--who was kind--asked her a question and again the female was abrupt and told the child to leave. Well done Verizon. I know most of you are not like that, but this was completely unacceptable and I will be cancelling my 20 plus years of service because of this person. read more

Cannot get the store on the phone no matter what. Just have a simple yes or no question and Verizon offers no way to get an answer. Automated phone system gives vey limited options then hangs up on you. Ha ha! Very funny response, Verizon! I know no one is ever going to look into this, I will get no meaningful response, and nothing will change, because I've gone a few rounds with your "customer service " over other issues. Try calling one of your stores to ask simply if an item you want to buy is in stock in that store. I guarantee you will not be able to do it. read more

I just experienced the absolute worst customer service of my life at the Verizon store in Marble Falls, TX. It started with Stephanie being one of the most condescending, argumentative people I've ever dealt with and refusing to actually listen. Then I asked to speak to Gaven who I had a great interaction with the week prior. Well today, it looked like he was hungover and had a horrible attitude from the moment he came out. He absolutely told me the week prior about deals on upgrades. I had a witness to it. I told him what he had said to me. Then it really escalated with him saying "you're not going to call me a liar" while I was trying to say "you were so nice last week I can't believe you're acting like this today and you DID tell me that, just be honest with your customers" to then his retorting while going to hide in the back "you're twice my age act like it". My son was with me and heard this and said "you're not going to speak to my mom like this" while pointing his finger at Gaven. Of course then Stephanie jumps back in and voice raised to my MINOR child about not pointing fingers at adults and showing respect etc. Well, this really, really made me angry. I had already told my son to sit down and turned to her and said "do not speak to my child" and she tried to argue that with me. I said "no absolutely not, if you have an issue you speak to me the adult, you do NOT speak to my kid" and she continued to argue with me about that demanding my child respect her. Stephanie needs to learn respect is earned not given to people who can't be decent to others. It just kept escalating to the point where I said get the manager. Period. Get the manager. They tried to make me wait long enough to leave before complaining at which point they sent out Anthony and when I asked him if he was a manager I got the "I act as manager at times" so I don't know if he was actually a manager or not. But, at least he was decent to me. I reiterated about 10 times how the whole interaction will be on the store video cameras and how they should review it to see just how lacking the service actually was. Mind you this was after me having to go back to the Verizon store after buying new phones and one of them never getting properly activated and after 3 hours on the phone with CS I finally took it in to the store and got to sit another 2 hours there while they tried to get it fixed. I have been with Verizon for 6 years and have never experienced a level of incompetence like what I witnessed today. If you hate your job that much, find a new job. Don't take it out on the people paying for your job to exist. I will NEVER step foot in the Marble Falls Verizon store again. read more

I have just wasted an hour trying to call the local Verizon store. VERY FRUSTRATED. The Automated system would not connect me to anybody. No matter what number I pushed from the main menu, I never was connected to anybody...automated or a real, living human. Definitely time to change providers. How can a person get service when you can't talk to anybody??? I live in the country and do not have internet. Barely have phone service. VERIZON sucks!! read more

Very inconvenient 2 do business here. Open until 10 A M. Which is ridiculous. When they are open they are very busy. Ways a long wait. Not for me anymore this place sucks on service read more

I note with interest the comments about hard sell. I have to agree. Also, it seemed to me that the manger's attitude was condescending and abrupt and---demonstrated a lack of patience. The conversation kept venturing into what she wanted and and not what I wanted. At one point, two agents were trying to sell me something I did not want. I hope the store cameras captured the exchange and it is used as a training demo on how to frustrate and pressure a customer. A disappointing experience. I agree with one of the other reviews---stay away from this location. read more

Reasons to avoid this store. 1) ALWAYS a LONG wait. 2) A year ago when I went in, two staff members ignored my request and double teamed me, trying to pressure me into getting Verizon credit card. 3) This visit, it seemed to me the staff was just going through the motions and disengaged...eventually they just left me standing at counter and no one would help me resolve issue. 4) I have been in over past months at least three times--EACH time a different staff (except for one guy) is there--what does that much turnover say about working there? Try any other Verizon store--or ATT across parking lot. read more

Frustrating. Seems to be a major disconnect from the store and online. We went in to switch fo verizon after having issues doing it online due to poor connection. We were guaranteed the store could match a specific online offer of $250 gift card per ported line. However that is not the case. And the challenge in these situations is after you make the deal with the store, you'll end up calling online support and spend hrs explaining the situation, they'll try to fix the bill, credit your account. But some things they can't fix. In this case they said the rep did not verify with Verizon whether or not the store could match this promo, because they clearly cannot. I'd recommend just purchasing online. read more

Went to switch mothers service to my account. Waited forever-when helped hard selling began. My mother (85) was confused will all the "gimmicks" he was trying to sell. She was promised a $200.00 rebate which now- 2 months later- finding out is not valid. STAY AWAY FROM THIS LOCATION. read more

Worse customer service ever, don't take care of the customers and literally say we physically damage our products. With all the exchanges and returns you have im sure there's a cord there in you're little store you can satisfy you're customers whom spend hundreds of dollars with each month!! PATHETIC read more

I went in with my mom to get a new iPhone. She wanted an 8, not a 10 because of the learning curve on the 10 ( she is 87). They did not have any 8's out and they said they could not get one for her to hold and try out- ugh. She was upset with that and I was ready to go to the ATT store across the parking lot. When our CSR came to help us it was a hard Cell on everything. It was okay, you have phone (that you didn't get to see or hold) and now we can bundle so many things. He brought out 2 baskets of merchandise from the back. Tried to get her to upgrade her iPad and purchase an Apple Watch and even to switch to a Verizon unlimited plan so she could use that instead of real internet. Her house is huge and there is no way that would ever work out. Because of his hard selling ( think used car salesman) we were in there over an hour to get 1 simple phone. I am an ATT customer and they have nice high tables with chairs to close the deal. Not this place; we had to stand the entire time while he used a display shelf to do paperwork. It was exhausting and ridiculous. I don't know if this is corporate or just a guy trying to get commission, but I can say with certainty that I will never shop at Verizon. Make your store comfortable and stop the hard sell. It is annoying and time consuming. Be neat, be comfortable, and be efficient. This was a bad experience. read more

Not a good place to do business at all. I had 2 separate verizon plans that I went in to have merged. We have 4 phones and a jet pack. I went in to adjust and combine plans so our phone bill wouldn't be so expensive, (by the way, I called customer service back in November to try and do the same thing, and after an hour on the phone they told me there was nothing they could do to combine or decrease expenses, other than pay off our phones. We only pay a monthly fee on one of our phones anyway, we own the rest. So that wouldn't have helped much) Anyway, we got the plans combined which helped lower the cost per line, but somehow in the mix the plan also got changed on our jet pack. I only went in to adjust plans for the phones, and our jet pack plan was an unlimited plan that isn't available anymore. We had been grandfathered in. That jet pack has been a pain in the butt for the 2 years we've had it, but atleast we had fairly dependable wifi (there's not many companies that service our area) but now our handy dandy wifi plan is gone, and there's not enough data on the plan they put us on to support our internet use, or support my kids for online school. We went back in and explained what happened and due to the fact that that plan is no longer available Verizon won't fix it. Very dishonest folks to work with. I made it very clear our jet pack is the only source of internet we have and that we use it for everything, and that i only need to take care of setting things straight on our phone lines and the jet pack got switched up as well. We will be finding our internet elsewhere. read more

This review is for Verizon phone service. Just an update. I got my bill...which Verizon said that I had to pay - even though my phone continues to not work for anyone in area code 325 or 214....and who knows what else. I plan to switch companies if this is not corrected by the end of the month and I will NOT pay my bill when I leave. read more

at the end of February I went to the store and while there the salesperson asked if I might be interested in wireless at home. I was and after she did some checking she said I could actually save about $20-30 a month by going wireless. she told me that based on my iPhone usage I could get by with 6 gigs of data monthly. sounded good. within the first couple of weeks I was close to the limit! went back to find out what was wrong. oh, she said to turn off the router on my phone because I was using double memory. ok. I can't remember how many times I have contacted Verizon either on the phone or in person. I am now up to 18 gigs and still am having trouble with data usage. I/ve turned off just about everything I can think of. i'm afraid to get online to do much more than check my bank, mail and minor such things. oh, and I also have paid nearly $400 in march and my money got sent to the wrong account (they didn't tell me the acct no. changed). Verizon changed to frontier, my money is somewhere and each company says I need to call the other. SCREAM!! read more

Horrible service, rude people and an attitude of indifference like non other I have ever experienced. These people are in it for one thing and one thing only, to take your MONEY. They don't care one bit whether the service they sold you is working for you or not. Do not use these people!! read more