If I could give this place 0 stars, I would. A few days before visiting the store, I called to ask about a hotspot. The woman I spoke with gave me misleading information about the monthly cost. She didn't seem to know the product she was selling, or care enough to find out. When I came into the store, the sales rep quoted me a price that was much higher than what I'd been led to expect. I explained the discrepancy and even showed him the information from Verizon's website, but instead of addressing my concerns, he ignored what I was showing him and continued reading from his store device. Since he wasn't helpful, didn't suggest any alternatives, and made very little effort to actually sell me a product, I asked to speak with the manager. I was told he'd be out "in a moment." After waiting quite a while, I had to ask again if he was actually coming out. The response was simply, "He's on a call." After waiting even longer, I reached the end of my patience. I told the rep I was already considering switching to T-Mobile and would just leave a review instead. There was no apology or attempt to make things right--just, "Okay, thanks." Ironically, Verizon customer service solved my problem in minutes by setting me up with a 5G Home Internet device for $25/month. The store employees should have been the ones providing that level of service. Poor communication, poor product knowledge, poor salesmanship, and even worse customer service. Do better. read more

The new staff here sucks sitting in here for over 30 minutes basically empty he went to the back with another staff member not very helpful with Verizon promotions etc, I personally wouldn't recommend this Verizon the old staff super dope read more

Both my husband and I were having problems with our iPhones (an XR and 12.) Went to the local Verizon store, and were told that the main problem was that our phones were too old to receive current updates; we needed new phones. Ordered new 17s, but had significant problems with the store with that, too. (Never got the new phones.) Went to the store in Rockwall, and Jeanette worked with us. First and foremost, she told us that BOTH phones could still update, and immediately set my XR for the current update. Then, she resolved my husband's issue with his voicemail message, and Caller ID. Lastly, she was able to obtain for each of the phones an additional $13 per month credit. She was FANTASTIC! Jeanette, please stay at the Rockwall Verizon. We'll be back when we're ready for new phones:) read more

Michael provided the best customer service I have ever had at a cell phone store. I had to go back and get a little extra support for my new phone and that experience was equally as good. He's very professional and obviously knows what he's doing. I was very impressed and will be glad to go back to that store if he's there! read more

Not going to Lie I have a lot of mixed feelings about Verizon right now... This location is great, the staff tried to help out as much as they could but couldn't get everything we wanted fixed. The employees even agreed that there is something going on with my account but they can't help me cause it's not in their control. Sadly if your having problems with Customer Service then you can only take it up with Customer Service. Going to the store for help won't work , you'll just get passed along like a circle-jerk. My husband and I are seriously considering just getting a buy out plan from T-Mobile at this point cause we are so worn down by the over 70 hours on the phone trying to resolve this. Overall we are just to overwhelmed to try to fix this or even deal with more representatives from Verizon cause we feel like we won't get a constant answer. read more

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We started at this store in 2015 or so. We walk in and someone would help, each time. So recently we needed a couple of items and see about an up grade. Well... no one greeted us, and the store was remodeled. No longer display of phones or tablets or accessories for phones. No one looked up several intense transactions going on. The walls were bare. We waited and waited. I began to notice the sales staff had changed. No longer saw familiar smiling faces. This place is not the same. We left after about 15 minutes. We returned about a month later. Same stuff, not a customer friendly place. NOW Saturday we went by and they remodeled again. HA! Busy as usual. But this time three sales persons emerged from the back. Better experience this go round. It is a company store in told. Much improvement read more

We headed to this store after an awful experience at the ATT store in Rockwall and we met Thomas S. He was a delight, his customer service and energy were great. Def complete opposite from what we experienced with Brandon at the ATT store just an hour before. Thank you Thomas keep up the great work! read more

Disregards 20+ years of loyalty. Treated like a number. When told they will get a one star review for my experience, the manager retaliates, gathers what I was trying to buy and threatens to kick me out so I can't finish the transaction. Save yourself from blatant upsells, automatically adding on "extra protection" without asking, fear mongering sales tactics, and dodging questions. Just order what you need online or through the app and pick up at this store. By the way, be informed before you purchase any accessories. Rockwall has so many places you can get the same stuff. It might be a hassle to visit 2 more stores to get what you want but you'll end up saving so much. A savings of literally $50+ on two accessories. read more

Great customer service will follow up with you to make sure your request are taken care of.

I went into this store tonight and was sadly disappointed. We walked in and were never acknowledged, greeted, or told someone would be with us in a few. We waited for 10 minutes and never spoken to by 2 sales associates. As we decided to leave and go elswhere, we did not even get a thanks for coming in tonight. I know now, I will never purchase from this Rockwall store due to the poor service. A simple thank you or we will be with you in a minute would have made all the difference. read more

Great crew here at this location and today Ryan was most especially helpful with everything that needed to be done. Thank y'all read more

I live North of Terrell, TX on FM 429 (North of I-80 about 10 miles). I switched from T-Mobile to Verizon when I first moved here (more than 4 years ago) because T-Mobile didn't have service out this far. At first Verizon was great as I have the top plan Verizon offers for phone/data/hotspot. As time went on....the service and hotspot became increasingly spotty to where I can't hardly use my data or hotspot at all now. After 2 days and more than 8 hours on the phone with Verizon Techs, the final answer was: My phone was fine, the problem is that Verizon's network is congested and because of that service is compromised. My question is : Why aren't they doing something about it???? After being told I was in a "fringe" area for signal, I asked what carrier DOES cover my area ??? The answer was: "We can't comment on other carriers". If Verizon can't provide the service I'M PAYING A PREMIUM PRICE FOR, why can't they offer me the information of a carrier that CAN provide my service since it's the FAULT OF VERIZON'S NETWORK I don't have service now??? I spend more than 10% of my SS income for my phone and hotspot as I don't have cable or satellite here. Very bad attitude by Verizon when a customer has been a loyal customer for all these years. Verizon could at least point us in the right direction if they can no longer provide the service they once did. VERY UPSET WITH VERIZON...Their CSR's and Tech's are top notch, but there isn't anything they can do when the network isn't available. read more

This is home to the absolute worst customer service experience I've ever had. Not a single person working in the store knew what was going on with our account, could give us no answers, and every time one of their employees called the company to try to help, it would take them 20-30 minutes on hold to actually even get ahold of someone. When they eventually would reach someone, we were then directed to a completely different person. My wife and I were trying to switch from T-Mobile, and we started the process over the phone with a telesales person at 10am this morning, we just left the store at 7PM, no phones in hand. They charged our card 17 (SEVENTEEN TIMES!!!) so now our account has been frozen. We still have no clue why seventeen attempted transactions were made. They would not tell us. Each person I stood face to face with told me different things. I went in and out of the store four times in one day. Absolutely insane that Verizon would even hire individuals like this. I've worked a few customer service jobs, so I understand what it's like dealing with difficult people, but goodness gracious how long does it actually even take to switch from another carrier to Verizon!? It should NOT take 4 separate trips and 9 hours, only to have the doors CLOSED on us. We're trying to pay you money, Verizon!!! Why is it so difficult to make this work???? read more

I walked into store during a slow time. perfect i thought with no one else in store i should get great customer service. I was wrong, 3 employees 1 helped me a little but she didnt know what she was doing while the manager was so plugged into his phone he didnt have any time for me. I just wanted to up my plan. just couldnt pull it off. The manager Art, a big douche acted like i was wasting his time. eventually they told me to settle it over the phone. I walked out. eventually got half the issue accomplished. they told me i had to go to store to get new simcard as it does not match my phone. I went back Got the problem solved this time quickly. I went to tell manager how unprofessional it is to be on his phone while a customer is having trouble with service. but at this time he was actually busy with customer how conveniant. I told employee i can either talk to him now and hash it out, or can just write a review. they thought a review was the better option so here it is, i hope it was worth it so enjoy. read more

I hate that I had to even give a 1. Worst costumer service, the manager is a jerk. They were completely dishonest and when called out on manipulating us, they refused to make it right. read more

Okay so everyone here has been pretty much amazing with me BUT I have to call out Chris Culver for being a rockstar with my account. I originally had T-Mobile and didn't think I could really do better. He had me just look into some plans I could afford and he really took care of me. Mind you this has been well over 2-3 years and I'm still very loyal to this store. He is awesome and if you need someone who's patient and honest...not just trying to sell you some thing he's a great person to go to. Very professional and educated on his products. He goes above and beyond for me. Thank y'all Rockwall Verizon for taking care of me read more

We have lived all over and have never had this poor of customer service in any Verizon store. We purchased an IPhone 6 on the Edge plan in July of 2015 and were told in this store that when we wanted to upgrade we could whenever we paid half of the phone down. We have paid more than half the phone so we went to upgrade. Apparently the plan we actually had we have to pay the full balance of the phone. The manager was not willing to work with us at all, even after we called customer service twice! They didn't apologize, offer any discounts, and were very rude about the whole situation. I will never give them my business again!!!! read more

LESS THAN 1 STAR I just found out that I've been walking around with a $1,000 dollar phone in my pocket - working construction, roughing it up and clueless that the fucking dumbass clerks at the store let me walk out with no insurance on my new phone! God I hate to say but they're a bunch of dumbasses! I should've checked, I guess, but I had insurance on my last phone and have been a Verizon customer for over 20 years. No shit. Socializing for minutes at a time , laughing it up in code in front of customers waiting to be helped... Never go back here. I can do everything they do for you at the store online. Ever notice how they have a tablet they pull up your account on? Well, you can do the same thing on your tablet or computer, maybe with a little guidance from 611 that they do at the store. They just pull up your account online and hit options. Trained monkeys (no pun intended). DR * UPDATE* Ho-hum...... The splendid associates at this Rockwall location strike again. My wife went in today to get my son a new Note 5, on sale through today. The associate called Jess advised my wife they were out of stock but could get one at the store by tomorrow. When she got home she thought about it and called to check if she was still going to get the sale price of $100.00 less than normal price. Jess confidently said, "Oh no. The sale ends today". WHAT THE EFF??!! Could she not have mentioned that at the store?!?! So my wife did what I do and called 611. Adrian was more than happy to help. He not only took care of the transaction for the new phone, he somehow us $200.00 on the phone!!!! Unbelievable ineptitude and idiocy on behalf of Jess (and every other associate at this location. I'll never go there again, waste of time... AND MONEY!! ************************************************** ANOTHER UPDATE Just swapped my service back from a temp phone to my iPhone I lost right before vacation and a gal named Teresha (sp?) helped me. She was the most attentive, sweetest, kindest, most helpful person I have met there! So much I had to call VZ corporate and tell them. Great job, Teresha, and you really do have a very good singing voice! God bless to all. read more

I just moved from TMobile to Verizon and I was told that I would be getting a BoGO for the 8plus and that I would get $150 port for each line, when I went online to get my $150/ line credits I was emailed a few days later saying that I was not eligible. After reaching out to the GM of the Rockwall store I was never contacted after attempting one last time I had someone answer the phone stating he was A Manager, he argued and yelled at me pretty much giving me ultimatum if I didn't stop talking he wasn't going to help me, hung up the phone and again was informed the GM would reach out. Horrible store, horrible service I regret switching and having to waste hours of my day fighting with someone that is supposed to provide service to me as a customer. read more

We walked in at 5:40 pm hoping to get new phones, they closed at 6:00. Gabriel (our Associate) never batted an eye. He dove right in, was patient, thorough and kept telling me to stop apologizing for keeping them late. We walked out at 6:45 with 2 great new phones! We had the best experience/customer service and highly recommend this location and Gabriel specifically!!!!! Signed: happy camper!! read more

Chris was the guy today. Got my iPad added to account which I took off 6 months ago. Of course pretty easy for him. Also account changes beneficial which he showed to save quite a bit. Thanks for help with. Also had some sound issues on iPhone. Not sure what issue but seems ok now. read more

Best service with a cell service carrier I have ever received. My Fiancé and I came in because we were in desperate need of new phones; his wasn't keeping a charge longer than 10 minutes and I hadn't had a new phone in about 5 years. We were also moving my service over from AT&T after 17 years. Jess was a great Associate to work with. She listened to our needs, clearly gave us our options and didn't push any sales gimmicks. We had our 3 month old son with us and even with him fussing and a stop to change a diaper, we were completely setup with new phones and service in less than an hour! To follow up, the store GM text us today thanking us and asked if there was anything he could do for us to contact him directly! read more

I had such an amazing experience at the Rockwall Verzion store!! Sales associate, Gabriel Garcia, sold me my iPhone 6 and cancelled my old contract with AT&T. There was no wait-time and everything took 20 minutes or less to set up! He was so helpful and gave me an unbeatable deal. I would highly recommend this location. read more

Like to sell but No Service, once in a while there will be someone that believes in customer service, but most of the time when I come in with a problem, they are ready to send you back out the door quickly. read more

Started service with Verizon from T-Mobile which was NOT better! After 7 days of service I cancelled and went to AT&T, which has both beat hands down. But Verizon is trying to stick me with a bill of 120.31 when they couldn't provide quality service, nor allow me to use my unlocked iPhone 7 Plus on their network. What kind of shady crap are we all allowing companies to do; so they can still make money on US? read more

Was treated very rudely at this store. I ordered a product via their phone line (a jetpack) and they sent me the wrong product. The phone people told me to bring it in to the store to trade it out for the right thing. After waiting for 45 minutes to talk to someone, the store wouldn't trade it without a restocking fee (which I was later refunded by the phone support). They gave me the wrong thing AGAIN so I was back in the store within 5 minutes and there was already a long line again so I was forced to leave. I came back the next week and they refused to trade it without a restocking fee (which was more than the device) and said I would have to pay the difference between the 2 products at 80$. The 2 products reported as the same price online! I obviously did not take this scam... erm... offer. I wrote a complaint to verizon about this but never heard back. Looking at switching carriers now after this ridiculous experience. The manager that was "helping" me should be fired. Oh. And the phone reps put me on a 2 year contract without being told so or agreeing to anything. Working with BBB now on resolving this. read more

From the beginning, I kid you not I had a new phone out of the box off the shelf, It messed up pretty quickly. Then I went through a few more in short order that were sent to me refurbished. I bought a "new phone", whatever. Some of the phone dropped calls like crazy, when I went in for help, they pushed a few buttons and rushed me out the door. By the time I reached my vehicle I had to turn around and go back in for the same problem they supposedly fixed. Good grief, my time is valuable and they are wasting it acting like I'm a nuisance to them. By this time I'm not a happy customer at all. Then I ran into a series of problems with wall and car chargers. They'd work for a few weeks then stop charging the phones. One car charger began to smoke and smell of burning plastic, ruining a phone in the process. If we had not been there I believe it would have burned the car. They sell defective products and act like its the customer's fault. As far as I am concerned they owe me money for my time spend going back and forth from their store trying to fix their problems with product quality. Defective product and selling refurbished phones as thought they are new from the beginning, that's my opinion. I am done with these jokers. read more