Call customer support first or go to another store before walking through these doors. Went in to upgrade phones, trade-in some older iPhones, change plans and add a couple of lines. THREE hours later, we walked out with our phones and were expecting to return the next day to transfer contacts from an older phone that was just added/upgraded on our plan. Christina, the girl I dealt with at the store seemed very nice. She agreed to waive all three activation fees since I had two family members switch from other providers to jump on the Verizon bandwagon. She also said I would see a credit on my first bill for the two trade-ins. Walked in the next day and waited another hour to speak with Christina. She didn't remember me (really? we just spent three hours together the day before) and actually had someone else transfer the contacts. Whatever, just get it done so we can be on our way. Fast forward two weeks when my bill was ready. Surprise! Activation fees were not waived and there wasn't a credit on the account for the trade-ins. My $350 cell phone bill made me choke on my coffee. Called customer support about the issues and they said they had to contact the store to get them to adjust my bill and that I would be getting a Visa Prepaid card for the trade-ins. Three hours later, I get a text message from Christina saying she made the adjustment and that it would take a couple of days to be reflected. Okay, problem solved...or so I thought. A week later, credit still had not been applied to my bill. I called customer support again and they promised to get it resolved that day. The lady I spoke with was great! She contacted the store and called me back to say that it would be applied to my account. Another week or so went by and my bill is now due. I paid what I thought I owed and called customer support again. Spoke with a nice guy who took care of the credit on my account within five minutes. Looked online after hanging up and voila! My balance had already been adjusted. ...the Visa cards for the phones I traded-in will be here in another two weeks. Really? I'm pretty peeved about this whole situation. I've been a Verizon customer since Primeco became AT&T and AT&T became Cingular. So yeah, I've been a customer for over ten years. Bottom line, the folks at this store will offer deals (that you have to fight for after the fact!) to get you to upgrade and VERY eager to sell their other gear but that's where the customer service ends. read more

Mitch, at this Verizon location, was a God send. My son and I were so mixed up with our Apple IDs and our phones. He stuck with us for a couple of hours and got it all figured out. The customer service at this location - in the person of Mitch - is as good as it gets!! read more

I have had the worst weekend of my life all thanks to Verizon wireless. It started when I broke my phone at my gym. I went to Verizon to get it fixed but its a two year old phone and I had just taken off the insurance prior as I recently paid it off. I go in the following Monday ready to by a iPhone 8 plus with 200+ GB of memory. But guess what, they didn't have it anywhere in Austin. I asked the rep Yuhep? when they would get another shipment he couldn't tell me. "Maybe today or in two days with no gaurantee." So I thought maybe I can get it online. Went home and went online only to spend 45min on chat because it would not allow me, a 10yr+ customer, to put in an address different from my billing address to ship my phone. So since after 45min the reps on chat couldn't help me I decided to go back to the store and have them order it for me. A rep named Mark ordered it. Now here is where it gets better. Come Wednesday I have waited a whole weekend mind you (Thursday prior is when I broke my phone) couldn't drive Uber, that's -$200 in my pocket, only to find out that Verizon requested a requirement for a signature for my phone without letting me know. I work 8 to 5. So now I had to arrange for a pick up from the UPS store which couldn't be arranged for no earlier than the following day (Thursday). I don't know what tomorrow holds. I have almost had a nervous breakdown. I am going to start researching other phone companies to get contracts with. I can't remember a time where I have had this bad of a customer experience. DONT CHOOSE VERIZON read more

I had the worse customer service experience in my life by an employee who's name tag stated he was a "solution specialist". Perhaps if Rodney Parker's name tag would've said customer service specialist I may have had better luck but then again maybe not because he ended up not being able to solve my issue either! I have a corporate account through my employer and brought in a portable wifi device called a jet pack that has never worked. Rodney became visually frustrated when I didn't realize the device had it's own phone #, so after retrieving the # from my IT dept. I thought we were on the road to a solution given he's supposed to be a specialist. His demeanor got terse when he realized I would need to have an IT person send him an email to him to re-activate the line and I was unsure in a company of thousands who would be over my account. He put his business card down apparently to show me his email address (no words were used) but had drawn a pen mark through the info making it ineligible. At that point he actually walked away from me to help another customer, once again not unlike a spoiled child...did not use his words! I went up to him and other customer and said "we are not finished here, I would appreciate you finishing up with me first. I will most likely be out of your hair in ten minutes!" He begrudgingly returned where I was still on the phone with IT as they were asking me questions that needed a "solution specialist" input. MY IT dept. determined the whole device needed to be replaced and they would send me a new one. At that point Mr. "Personality" stated "great I am done here!" I then asked him to talk to his manager Trey. He went into the keyed entry, spoke to his manager first before I could explain my side of things and then came back and said he will be with you in 30 minutes! I asked one of the other staff members to let me back there which they did (that's where they have the public bathrooms) and told Trey of my horrible experience. Trey stated he would talk to Rodney Parker. I told him I will never come back and you bet I made sure and told my manager and her manager about the awful customer service our corporate account received on 12/26/17 at this store! I hope Rodney is planning a career where he will have no interaction with the general public! The single star rating is for Trey who at least listened and empathized with me. My personal cell phone carrier is AT&T and that is who I will stay with! read more

I hate going into stores for anything now days. With e-commerce making shopping so easy, driving to a store and waiting in line is painful to think about. However, there is always one store I will take the time and effort to buy directly from and it has everything to do with the people that work at this Verizon location. They are always friendly and quick to assist you. There is never any pressure to buy gadgets and widgets that you don't need. No hassle, in and out and they keep their commitments. They honor their warranties and go way beyond when it comes to making their customers happy. Yuhei has been there for I think 5 years or so and we buy all of our devices from him. He listens to your needs. He doesn't over sell things you don't need or won't use and he's genuine. There's no smoke and mirrors with weird contract language, etc. What he says, he honors. Now days, integrity and consistency in the staff is worth the drive 100 times over. Thanks Yuhei for your amazing service. read more

I went in with a phone issue after being told by the customer service over the phone that my phone was defective and that I could swap it out because it was swelling and was a fire hazzard/overheating issue. I got to the store and spoke with a customer service agent and told them my issue. She told her manager and they both looked at me like a was making it up. I showed them the phone and where it was swelling and they both smirked and looked at each other.Another girl at the counter walked up and looked at the computer screen that had all my information pulled up and she smirked as well. The manager grabbed my phone and started to look at it and said that there was nothing they could do and walked away. I have been with Verizon for over 11 years now and this is the help that I get after giving them over $100 a month? I really disappointed in the company and I am currently looking into other phone carriers. read more

After tons of research and hearing about the bad customer service (and coming from sprint) I got a little blue verizon flip phone (don't recall the model). At any rate, the phone itself is horrible (but that may be because it has been dropped so many times and is old as dirt). Some times the texts don't go through and and when talking the person on the other end sounds static-e. Once again I chalk this up to old phone+not a super great coverage area+prepay etc etc. They also tend to take random money out of my account without authorization...all bad! But on a good note, I do get texts when this happens, and I call the call center and it is dealt with with absolutely no hassle. I have not been inside the store...tried once, they seemed pushy so I left. But the customer service on the phone is ace. They are friendly and credited my account every time. I think there was only one instance they had to transfer me at all, and it was not a big deal. Over all, the phone I have suck, and it is WAY expensive (to be able to use it I would be paying 140.00 a month; but part of that is because of how I have it set up plus unlimited text). I give them props. read more