I've never experienced such bad customer service as at this Verizon store. The staff are all so uneducated on their products and useless. I've been in for two different issues, and both times they've just made me call Verizon customer service in store. What's the point of the store then???? On my most recent visit, the employee did not help at all and kept randomly walking away into the back while we were having a conversation read more

Not only bad service but these people are rude and have plenty of attitude. We are very long time Verizon customers and considering switching because of this store. read more

This location has a very nice and spacious store. However, I'm giving it a 1 star, because upon arrival, myself and others were waiting near the entrance and no one greeted us. I waited ten minutes to see if anyone would greet us, and still nothing. I understand being busy, but you can at least welcome your customers and let us know someone will be helping us momentarily. read more

This store by far has the rudest and most unprofessional customer service people . Infact there is no customer service. In the last month, I have been there 2 times to get a new phone and have waited inside the store for more than 20min everytime. Not once has anyone come up to me and asked to wait or let me know how long the wait will be. I am surprised this branch is still open and has not ben shut down. The worst ever. read more

This store has excellent service! I have been helped by a few employees here and they are always very helpful, patient, and answer ALL my questions graciously. read more

I had great customer service at this new location. I had my phone stolen and they were so helpful figuring out what I could do while I waited over a weekend to have my new phone shipped to me by my insurance carrier. They put a SIM card in an old phone and downloaded my contacts. Today when I went back to have my new phone set up they went above and beyond helping me to register several additional items like my screen saver! I worked primarily with Dillion but several of the other staff were helpful as well! Great customer service! read more

First and foremost, I realize it was Christmas Eve and people want to go home to their own families. However, it was no excuse for the rude behavior from the employees - especially Todd. I tried calling 4-5 times to ask a question regarding our upgrade for a new phone. Since no one picked up, I decided to rush to our closest store, and arrived at 3:45. The door was already locked and the employees just laughed. Another customer was leaving the store at that time and when their employee Todd unlocked the door, I said, "excuse me, I just have a quick question." He shut the door in my face, locked it and said "you can ask me through the glass." Then rolled his eyes and just walked off. Seriously?! Again, I get you want to go home, but I was there before you closed and there was no excuse for your rude behavior. read more

This location is not helpful!!! Elizabeth refused to speak w my son regarding his account (19 yo college student) because he only had a picture of his Drivers License. He had his expired passport and I had my ID. I recently transferred his number to his own account. They wonder why very one refuses to deal with them!!! read more

They wanted us not to come into the store for service. But since we wanted to review our options before making a purchase, and because the sales location is technically open, they reluctantly let us inside. After the initial hurdle they were very helpful and after reviewing what options and accessories were in stock it was easy to complete our purchase. But after that there was no assistance to move our account and data to the new phone. They gave us an old sheet of instructions that had not been updated in years (as evidenced by the old iOS versions referenced), and left to fend for ourselves. As a technically proficient enthusiast, I thought we should be able to solo the transition. But when the process stalled and would not complete, we were left without any support. And after many hours of frustration and online research we found a method that partially allowed us to migrate to the new phone (we started about 5PM and I finished just after 1AM). No thanks to Verizon, we have the new phone working, and will be enjoying it after the bitter taste of our experience has faded. read more

Christopher was our rep and he couldn't have been nicer, patient, more knowledgeable and efficient. The store was clean, quiet and the staff was friendly. read more

Brittany at this store is the most disrespectful worker I've ever met in my life. I pay a lot of money to have service with Verizon & when I walk in I expect customer service, not someone to roll their eyes at me because I have small child. She rolled her eyes & said I'll be with you in a minute to check you in. 20 minutes later another woman walks up to us & says has anyone checked you in? We said no one has come up to us & that comment because I'm frustrated & have already been giving the sense we were going to be given poor customer service, she said rudely said what can we help you with then? There was zero customer service, Brittany looked over at us & said to the customer service"I can't handle this" shaking her head & giving us ugly looks. She finally came & helped us & there was so much irritation & judgement in her voice with rude looks that I had to walk out with my small child & let my husband handle the rest. She has never been nice to us, we go in to pay her bill & every time she acts like it's the worst thing for VERIZON CUSTOMERS with small kids to walk into her store. I don't ever post negative reviews but it has happened so much that I can not hold my words anymore. We might be switching services & for sure going to a different Verizon here on out. read more

Worst customer experience I've ever had. The rep we saw was pissed off at having to be working at all. Shame on the store. 2 other reps in the back but they were too busy chatting with each other to even acknowledge our presence. When we finally inquired about someone helping us the rep was irritated and barked at us that someone would be with us shortly. We left. DO NOT COME TO THIS STORE. If I could give Zero stars I would but Yelp doesn't allow that. read more

I love this store. The people are great. Always so helpful. I've been going here for years. Don't let the haters give them a bad name. I don't understand the bad reviews read more

Right now, Covid protocols are extremely important to me. Verizon has everything set up great. Also, I have always loved Verizon stores and customer service. They have always been very helpful. read more

As a busy person with too much to do running a rescue, I went into Verizon closest to me because Asurion said to do that. I thought it odd but I have been having issues with their online automated system. KAnderson told me that it is an insurance issue and she wouldn't be able to help me with a phone. As I got to the end of my end rope and started to walk out, she said, "wait, let me see how I can help you though". I stayed and she helped me with their call. She made the call and navigated it with me. I had finally got the help I needed and I was shocked to find that the whole calling, waiting on hold, and preparing for receiving a new phone, only took a half-hour. She not only got me the help I needed, she wore her mask, she was pleasant, well-spoken, and wrote down the claim number for me. That is service! Thank you! read more

Originally we renewed our plan and had an awesome guy assist us. Afterwards I went back in and watched some "Clarissa" or "Carissa" lady be an absolutely rude and unprofessional employee. She flat out refused to assist this lady with her phones screen protector that was bubbling after 12 days. I have never seen worst customer service in my life. It seemed as all the other employees were afraid of this Clarissa "woman" and wouldn't step in to correct her horrible attitude. I will never, ever return to Verizon as a customer. read more

Terrible, will never visit this store again. I had to go to the Verizon store @ town center to get good service, so I recommend Town Center Verizon if you want good service. Johnson Ferry store gave me the most horrible service and it may be just the one person I had to deal with. If she worked for me I would terminate her. read more

Buy phones online. You don't have to deal with the mail-in rebates and the phone customer service is much better than the doldrums they have in store. The lady we had "help" us was just the messenger of bad news in the most dead-panned, monotoned, I-told-you-so attitude I've ever experienced. Plus, she was only an expert on how the plan has changed to charge more money. Grandfathered unlimited data gone. $30 upgrade fee? After four years of having a phone - that we didn't get charged, but also didn't know existed. And she wasn't comfortable with her tablet and had to show us the hair-line fracture in her phone to upsell the covers. Hey genius, if you have a cover and a protector then why does your phone have a crack? If a middle-aged, petite woman with a brunette bob comes to help you, walk out and get online. You'll get a better deal with better customer service from the online chat associate than the lady with the corn cob up her ass. Plus, the phone specialist won't help you set up your phone. He won't make eye contact, say he is busy and never get back to you. read more

Wow, what a disappointment! We explained to the sales rep that we had just ordered 2 IPhone 4S phones online from Verizon. My husband was switching from T-Mobile after 10+ years and we started a Family & Friends account. The Verizon contact told us in order to transfer his contacts we needed to go to a physical store. So, after reading the reviews we chose this one. The clerk didn't know what we were talking about, so he called over the manager on duty. We explained our situation and asked if he needed anything else, and what else we could do to accomplish this. His response....."You can't fix stupid!".....What??!!?? I could not believe he said that. Young, cocky and condescending. That is not what Verizon customer service is all about....normally. I suggest you go somewhere else if you want to be treated with respect. After 2 I-Phones, a 2-year plan, and 2 data plans, you would have thought we would have gotten decent service! read more

I usually love this place. I've had verizon service for longer than I can remember, but lately I'm not so sure. Aside from dropping the "nsw Phone every two years" to now, not stocking batteries to the phones they carry, it's getting ridiculous. read more

Disappointing service. Rude and uninformed staff. Blatantly lied about shipping and replacement phone. Avoid this location.

This is one of the better stores. The ones that are usually bad are in bad areas. This one deals with upper and upper middle class people so there service reflects the customers expectation. Too bad other stores can't be as good as this one across the board. read more

Words cannot say enough praise. Jewel Jerkens is like no other. He truly defines his title of "Solutions Specialist" through his actions. He was so very patient with us answering all of our many questions & followed up with us after leaving the store with such a calm professional demeanor. He went way out of his way to help us with several preexisting issues until they were all resolved. read more

Music playing in background. Rap and loud. Coming by from speaker on display floor. Turned it lower. manager tells me it has to be on. Incredible that they would have to play music loud and annoying. Will not be coming back to this store and will never give them business again. read more

I just took a malfunctioning iPhone 5s to this store for advice. The employee told me that it was not working due to an organized effort by Apple to sabotage all older iPhones and force me to buy an iPhone 7. Not likely. He obviously works on commission. All he had to say was that they do not repair phones and I would have understood- and they may have retained me as a customer (and who knows- I may have bought a new phone!). I will never set foot in here again. Edited 12/17- now don't I feel stupid. I guess this salesman is vindicated. Sigh. read more

I went here right before christmas with my mom to get the new iPhone 6. The man who helped us was so awesome and nice! He hooked us up with the last two iPads in the store as well. He really made sure that we understood everything- including the new edge plan and how to make our bill cheaper. I don't remember his name, but he had 6 kids and I told him I was a wizard- haha. He was hilarious and efficient at the same time. read more

Beware and check your bill carefully! Don't work with Brandon - he will only tell you half the "story" and then when the bill comes/you question anything the store manager, James, will defend him and tell you what he said (although it is not what happened and James was not there). I've never in my life dealt with anyone as unprofessional and rude as James. Earlier this year when I was getting a new phone, my husband was changing jobs. We explained that we would need a new phone for a very short time period - 1-2 months. Brandon knew that we only needed it for 1-2 months and he stated that if we could get my husband's work to release the phone number he could "port it over" to my old phone and add him to my plan. "Just call and cancel it when you don't need it anymore," is what Brandon said. It turns out, Brandon failed to inform us is that we would be assuming that contract from my husband's prior job. Why in the world would we need a contract that was 21 months for our need of 1-2 months. Completely unethical - he knew what he was doing. Other errors Brandon made: I didn't want insurance on my new phone, yet he signed me up for it. Lastly, at the time they were having a promotion with tablets. We said "yes we wanted one," but Brandon failed to tell us that we would have a monthly charge for data and that the data would come off my plan - luckily we caught this before we signed up for it and decided not to do it. Beware of Verizon, but if you do choose to go with them, do not go to this location. If you must go to this location avoid Brandon at all costs and go on a day when James isn't the supervisor there. After 11 years of good service - Brandon and James have left such a sour taste in my mouth I will be choosing to leave Verizon and will be moving to a different carrier. read more

Ha! I was quite curious what other reviews would say when I looked. No surprise AT ALL!!! Seriously, this place is a scam and these people will lie DIRECTLY to your face to get what they want. Folks, I am not exaggerating here. Firstly, each employee will tell you something different. So right off the bat you know someone is lying and you don't know what to believe. But then when you try to challenge it, even in as friendly a tone and manner as possible, they'll get an attitude, raise their voices (presumably to make you uncomfortable around other guests so you just agree with them), and just be downright RUDE! The air of superiority of these people is unbelievable...how did they get such a high ranking sales job?!?! Let me just re-emphasize how they will lie directly to your face and mislead you with their confusing contracts and constantly changing policies. They told me a policy in the contract that was literally half the reason I got the phone never even existed...I have MORE than enough proof to show otherwise!! In fact it was a rep at THE SAME STORE that told me of said policy and why it's a reason to buy the Turbo. Very sad state of customer service. I wish I could say it was just this store, but really it's all of them....however this is definitely the worst I've encountered. If you have a question or need help, call 1800VERIZON or check the site...they are actually friendly and helpful and have SOMEWHAT of a clue (they aren't perfect...but much better). 0 out of 5 stars. I dread having to deal with these people ever again. read more

Its funny the last Jonathan hated it because i feel the same exact way. I bought a battery from here which in three days stopped working. I went back for a refund or a new battery they said that it wasn't their fault their own merchandise stopped working. I got a new battery off ebay for 20 dollars cheaper that has been fitting me fine for a good month now. Placesucks. read more

This store is beyond terrible. I left angry and upset on Christmas Eve when I dealt with the MOST unhelpful, rude, and bordering on belligerent store associate I've ever had the misfortune to meet. Refused to help me buy 2 new phones telling me that it wasn't possible. Seriously? Cash in hand, Christmas Eve and you tell me I can't buy anything? Megan B, along with the other Yelp reviewers are spot on. This store is awful and I will never go back there again. The good news is that I went to the Verizon store at Shallowford and Johnson Ferry and lo and behold I walked out of there with 2 new phones about an hour later. Avoid the Merchant's Walk Store!!! read more

You might as well spend your money on a go phone since the internet is equivalent to Verizon. Verizon sucks so much I don't even know where to begin. Pages won't load, movies won't play, pictures won't even load. So terrible, we had changed plans and moved to Verizon and now I deeply regret my decision. Please don't waste your money here read more

just got back from this store tonight. I have been researching tablets and finally decided to buy one. My husband and I set out, excited about our decision and being able to play with our new toy! We got there and the sales rep (an older man) sure wasn't too excited about getting commission off us. We got to play with the tablet a little more and I was wanting him to do his whole sale pitch, telling me all about (even though I already knew, but still). We never got that. He basically looked at us and told us it had a screen and some buttons. I had several questions about my plan, etc and he knew nothing, basically turning to the rep next to him asking him the questions, and even that guy acted completely disinterested. To wrap up, they didnt have our tablet in stock so we just left....disappointed with this store and inturn disappointed with all of Verizon. Now I get to second guess my choice of buying a tablet and giving them 600$. read more

Don't waste your time. This store has become progressively more adverse to selling products. I had to walk out tonight so I could buy a phone on Amazon because no one would help me buy a phone. Don't get me wrong - the employee who helped me was very familiar with all the policies that prohibit the purchase of a new phone, but couldn't come up with a single way for me to upgrade my plan even though my contract is up within a month and I've been shelling out monthly payments to Verizon for 16 years. AND my online account clearly shows I'm eligible for an upgrade. So, kudos to Amazon (and all the other online marketplaces) that have Verizon doing the work for them. Verizon - you should be embarrassed! read more

I pre-purchased a 6S on-line for $99 for my sister for Christmas. She decided on a different color and the clerk called me to verify the charge for taxes of over $30. I asked how that could be and had to squeeze out of her that she put me on a monthly plan that would cost me over $540 over 2 years (for a phone that I had already purchased for $99!). She explained that it came out of 'their stock.' The whole thing was very disappointing... REALLY disappointed... Buyer beware! read more

This store is awful. I went in to have a screen protector put on my Verizon phone and screen protector purchased from there and the "solutions manager" was extremely rude and refused to put it on. Completely ridiculous. read more

This place is a joke & I do not recommend anyone go to this store! Here's the issue I had with them. I went into the store to find out how to make my gallery work again because it had recently stopped working. A sales associate named Kamisha Shelman assisted me & already seemed uninterested when my question was technical & not a sale she could make. She instructed me what I needed to do to get it back working. She never offered to help walk me through it & didn't attempt to look for a charger (my battery was low) to even try to show me herself. I followed her steps that she told me when I arrived home and it deleted all of my pictures. Now I just had a son 15 months ago so these pictures were very important to me! I went back to the store the next day & Art helped me (after a sales associate told him my issue). I showed him what I was told to do & he told me straight up that that was wrong. My pictures were gone! He referred me to U Break I Fix (who were phenomenal) and they recovered my pics for $100. Now why would I be responsible for that fee, being that I never would have been in this predicament if I was instructed the RIGHT way. The managers say they aren't responsible for it, even Art who sat right there & told me I was informed wrong. Now it's just my problem after one of your associates instructed me wrong. So my service has been switched & good luck on that final bill. My $100 could have gone towards that. I've been a customer almost 10yrs. Don't go to this store...better yet, screw Verizon with their overpriced service anyway read more