They where very nice and professional even when I got a little upset they tried everything until my phone was working...thank you Aisha and I didn't get the other representatives name but she was blonde with some beautiful tattoos on her arm. You guys were friendly and awesome. read more

SO helpful and patient even in the face of computer failure and agitated customers complaining about their precious time even though the next day was Memorial Day and most of these yahoos had the next day off. Maybe there's a fully stocked bar in the employee break room? Nah, Verizon is just great at customer service. Thanks again! read more

wow - what a range of ratings and experiences. Well, only people that take the time - to complain or applaud, suggest improvements - are heard and have an impact. I have been to this store probably 8 times in the last 6 years or so. I can't remember any time when I wasn't treated well or did not get good service. I may have limited expectations. I typically do some research about phones before I go in - I don't want to be ignorant, number one, and I don't want to make my choice solely based on the supposed "expert" opinion of a VZ customer service rep. But the CSR's have been very knowledgeable and helpful. At least to me, they seem to know what they are talking about. Also, the tech people were very competent in all my experiences so far. So I have been 8 for 8 at this store. Good technical support / service and pleasant, helpful, courteous people. But you're only as good as your last effort. I plan to go to the VZ store this week and look at phones. I am considering upgrading my original Motorola Droid if it's not too costly. I have had the Droid for over 2 years and have been pretty happy over all; camera is nearly useless though. I was considering changing my carrier / service provider and wanted to see what people think of Verizon in comparison to other carriers?? I abhor ATT due to my last experience with ATT Uverse. They will never get my business again. I don't know about Sprint or T-Mobile. Anyone? Is VZ the most expensive? I have had only good experiences with the VZ system, features, and coverage. The coverage was quite impressive during a recent road trip to Denver and back. I may continue to pay a bit more $ per month and stay with VZ, given I have had good experiences. One other person commented the same. read more

I have been a Verizon Wireless customer for over 6 years, and they have treated me really well. They are the most expensive of the cell phone companies but I have found that its better to pay a little extra each month to ensure that you will always have great customer service. Of course, when I speak of great customer service I am talking about the people on the phone. The people who help you in the store are absolutely awful, and are giving the company the worst image. If you are thinking of buying a Verizon phone do all of your ordering on the phone....once you step foot in the store you will get the wrong impression. I don't think all stores are the same, but this location on Research Blvd definitely doesn't change my hatred of the stores. The staff will argue with you instead of help you, they won't have whatever you are looking for. If they are able to fox your problem guess what they do? THEY CALL CUSTOMER SERVICE! Might as well call from home in your underwear. read more

Called and they told me I could upgrade the phone on my account since I've had it for a year. Drive 35 minutes to go to the store only to find out that I can't actually upgrade. Obviously frustrated I asked for a manager and I told her that I was really frustrated about being lied to and she said "well if you need to do anything with your account you need to come into the store" I again told her that I would have to drive over 30 minutes and that's ridiculous. She then raised her voice at me and stated well then things like this will happen. I told her should should watch her tone, she then proceeded to talk even louder as I turned around to leave and said "well maybe you should try to be nice". Since when is this appropriate for a manager to speak to someone this way? She is in customer service and should be trained on how to deescalate a situation. From the looks of the other reviews I'm not the first irritated customer she has encountered. This review is coming to you from an AT&T store as I switch my service to them. read more

Do NOT go to this location for your Verizon needs. I worked with the bald guy with the beard and he was by far the most offensive salesman I have ever had the displeasure of working with. He talked down on me when I asked him what my options were after my brand new iphone 5c was destroyed in a hail storm. I told him I was not interested in buying a new phone considering I had just purchased it and mother nature was really the perpetrator. He cuts me off before I finish my sentence and says "well you didn't pay full price for the phone did you? Yeah, no. Okay, so we already fronted you that money, so we aren't just going to give you a new phone" His response was based off of his own assumptions. He was extremely rude to me when I was just in there to see what my options where. That guy was a jerk. I have been going to location off of N Lamar (close to Central Market) and the guys there are awesome. They talk to me like an actual human! Imagine that! read more

Been a VZ customber for 8 yrs, love VZ- best overall service and Customer Service experiences hands down. However, this particular location has a roguh set of employees. I went yesterday and looked at my my fiance in the car and said 'I don't want to deal go in and deal with them'. That's bad. Most of the staff is 'okay'... not overly helpful but nothing to get upset about. Though, Jessica has been rude everytime I go in. In fact, she rolled her eyes at me yesterday. I prefer going into a store that knows their stuff and treats me like they are my number one fan. I get that in every other VZ store, just not this one. read more

Total nightmare experience. They are understaffed majorly so be prepared to stand there for half an hour. I bought a new phone from them to upgrade and they set it up incorrectly- I had to make an appointment at the Apple store to get assistance to Undo their mistakes. When I tried to talk to the "manager" some hag named Emily came over to assist and was extremely rude and curt with me. I found out later she isn't even the manager but just an employee posing as the manager. Klassy. read more

I'll say that, overall, their phone service is good. Rarely do I drop calls and text messages and data flow pretty well. My primary beef with them is that their prices are high keep getting higher, while their service doesn't improve to reflect that. Couple this with the fact that the offer very few phone options that aren't smart phones. It's pretty frustrating when you don't want to spend $100/month on your individual phone bill. If they had more phone options or were more accommodating to their non smart phone customers, I would give them a better score. read more

Hm, where to begin. I lived in Massachusetts for a while, so I am no stranger to bad customer service. This place, however, makes me think of Russian stores circa 1980s, where salespeople would roll their eyes when you walked in, because you interrupted their important chatting time or beauty routines; and gods forbid you said something that the person behind the counter did not like - your money would be shoved back in your hand and you'd be shown the door. Verizon Wireless in general needs to understand that it isn't an undisputed champion of wireless field these days, especially in major cities where all competing networks provide comparable coverage. Nevertheless, they behave like one and charge premium prices for less and less service - because they are VERIZON after all! And this stellar business philosophy is then championed locally by places like the Verizon store on Research, with added flair. The salespeople do notice you when you walk in, but their enthusiasm quickly wilts when they realize that you are a current customer. Their chief sales tactic seems to be "quote one thing on the phone, offer something completely different and more expensive in person." This happened to me twice so far. First, I attempted to buy a tablet; was quoted a very attractive deal on a call, but when I showed up at the store to actually buy the devices, the deal was quickly rehashed into something far less attractive. Not even talking to the manager could salvage it (which was understandable since she appeared to be sleepwalking and eating at the same time when I asked for her). Result: Verizon misses out on an $600 sale (tablet locked to Verizon), I buy the same factory-unlocked tablet on Amazon for $600. Later, I tried to get a data plan for the said tablet and the story repeats: quoted one thing on the phone, quite another in person. I ended up calling T-mobile in front of the salespeople and getting a better deal. They made no move to salvage the sale and seemed happy that they didn't have to work with me. I guess it didn't cross their mind that if I find T-mobile's network adequate, I just might move my phone service to them as well since I have an unlocked phone. What a disaster this place is, especially for a friendly place like Austin. Don't get me wrong: if I ever feel nostalgic for bad customer service and non-existent sales efforts, this will be my destination of choice. It is a little island of despair filled with people who perfected the skill of not giving a damn, yet it continues to survive somehow despite ample competition in the area. If you need to buy a Verizon phone and services, you are better off at the neighboring Best Buy or Costco if you have a membership. Avoid this place like the plague. Once again, I find myself wishing that Yelp allowed a zero-star rating. read more

I had many basic questions re my phone. Saul was very patient and understanding. He went over things with me and did not make me feel like an idiot. I hope I don't have to return but if I do, I won't hesitate to go back to see Saul at Verizon. read more

The bottom line to this store is that when you pay peanuts, you hire MONKEYS! I have had a few good encounters here, but mostly lots of frustrating experiences. Employees, don't think for themselves, they are not customer oriented and if they did not have a quasi monopoly in this part of town, they would no doubt be out of business! read more

My phone had a problem with GPS however I had it insured with Verizon. When I turned in my phone I was told I would get a refurbished phone instead of a new one. The phone I received after examination at the Apple store it was determined that it was a FAKE. It did not work well and did not have apple parts. In short it was junk. When I returned to the store they told me not their issue, it was a third party vendor. I reminded them that for two years I had paid the insurance to THEM. No matter nothing they could do....just corporate policy. Do NOT buy a phone from these people (Verizon) or at this store. read more

Was having trouble with my iPhone crashing. Went because I was just next door rather than going to an Apple Store. I had low expectations but Brian Mendez solved a complex problem within five minutes. I was deeply impressed. read more

I never complain , but I have had so much trouble with Verizon recently . It was a complete headache when my phone broke and had to submit to insurance to get another phone . They are just not helpful and friendly . All they care about is selling . However, when it comes to asking for help, forget it. Their insurance company is crap . The insurance company is accusing me of not turning off the "find my phone " button on my broken phone when in fact, someone did help me do it IN THE STORE. I witnessed them do it . So when I got an email from the insurance company (asurion) saying that I am going to be charged $500 for not turning off my find my phone , I was so upset. I went back to Verizon to tell them I needed help with this again, but I was turned away and told "it's not our responsibility to help you with this. You have to call the insurance company." The gal looked at me like I was stupid & she was so unfriendly . Basically i spent $160 to get my replacement phone , but now going to be charged $500 from the insurance company. They probably do this to everyone . With this amount of money, I could have gotten a BRAND NEW PHONE ALTOGETHER. The staff is not just unwilling to help at this location, but at other locations too (I went to pflugerville too and they were worse.!) I have been with Verizon for a long time and have had no previous problems. However, this incident is making me think it's time to switch phone companies ! I think your staff needs a courtesy class on how to help people. Or they probably just hire people that have the "sales only " personality . read more

Worst customer service I've ever experienced. Unbelievably, inexplicably rude. Avoid a bodybuilder looking guy with a full beard, shaved head, of Persian(?) descent? Couldn't see his name tag and never said his name. I don't often feel the need to leave reviews, especially negative ones, but don't believe people should be able to treat others so poorly without some consequence (though doubtful this review will have any real consequence, I was unable to find a written avenue to lodge a complaint with the store). I was perfectly pleasant, but treated as if I was the problem, with the employee insinuating I was attempting to get a better model phone through made up complaints, telling me I should have done this or that, should have called tech support and made sure I had a paper trail if I was trying to get a better model phone. Besides this being astonishingly aggressive and unprofessional, more so it was just incredibly frustrating as I've been trying to resolve the issue I've been having with my phone for months now, having already been in to the store 4 separate times and already been on with tech support and already been shipped a new phone, which had the same problem as my old. Despite having been told all this, and despite my clearly telling him I wasn't trying to get a better model phone, that I just needed a phone to function at the most basic level (silent mode not working), he continued acting as if I was only trying to get them to give me a better model phone, and then ordered me a new phone without telling me he was doing so, and then said it couldn't be cancelled, that I would just have to return the shipment when it arrived. Before this I had the same, cheapest model phone for years. When it completely stopped working, I got the cheapest model replacement phone I could. It didn't work (silent mode wouldn't work). I'm just trying to get the most basic functioning phone possible so i don't have to keep going in to the store and calling tech support, and this guy responds with insinuations that I'm trying to scam my way to a better model phone. He was aggressive, confrontational, and completely unhelpful. I've also had one of the best customer service experiences I've ever had at this store with a different employee, so recommend at least just avoiding interacting with this guy. Wait for someone else to be available if need be. Also, I called Verizon tech support after this to get their take on what to do, and the guy I spoke with, Rusty Hines, was great. Same with when I called their tech support the earlier time. Long story short, avoid bodybuilder looking guy with a full beard, shaved head, of Persian(?) descent. P.S. After writing this review I still wanted some direct written feedback to Verizon or the store if possible, and the only way I found was to login to Verizon, go to contact us, and open a live chat, where the chat agent said: "You can explain all the details to me and I can file it for you or I can provide you the address to our correspondence team?" So I provided them this review and had them file it to save snail mailing it. Just FYI in case anyone else is wondering how to file a complaint. read more

Verizon is great as long as you don't have to go to this store. The wait is super long for them to tell you they can't help you. I went in for a phone charger and after 30 minutes they said they were out and I could order one online...Do not bother going to this store. The new one on Anderson has helpful employees. read more

Let me start by saying that when I left this store, I had a little bit of a bad taste in my mouth. Yesterday I picked up a new phone for my wife. She decided that she wanted a different color, so I told her that I would exchange it for her. Keep in mind that we didn't even opened the shrink wrap of the new phone. When I got to Verizon they told me no problem and went to the back to get the new phone. Then the rep informed me that even though the original phone was never opened, I would have to pay a $35 re-stocking fee. I argued a little, but no luck in changing their minds. I left with the new phone and $35 less in my pocket. To my surprise, a few hours later I received a voice mail from the same rep telling me that he had spoken to his manager and was given the authorization to issue me a $35 bill credit. I feel that this was above and beyond because I had already given up and paid the fee. He took the time to question it on my behalf and was able to make it right with me! Great job Verizon! Thank you, Shawn N. read more

I'm in the store, standing in front of the back counter/register ready to make a purchase, which is just a few feet away from the door that leads to the back room/office/storage, etc. All of a sudden, the person who I can only assume was the manager, started yelling at the top of her voice to one of the associates there. Something along the lines of, "Don't you EVER {F*ING} tell a customer...(blah, blah, blah...)". Apparently someone had made a mistake with a customer by saying something to a customer and she thought it was a better idea to scream obscenities at them, insult them in front of his/her peers and insult him in the presence of customers. Nice hostile work environment Verizon. I'm embarrassed for you. No wonder we get crappy customer service over the phone.. nobody wants to work in your hostile environment. read more

Terrible customer service today. Not only did the two employees I spoke to not seem to want to help AT ALL, but the first employee I spoke to made it obvious I wasn't worth his time as he turned away from me when I was in the middle of asking a question. Literally mid-sentence in to my question, he turned away to address another customer. The other customer noticeed me and said he could wait, but the employee was rude enough to ignore me altogether at this point. I've never experienced such pointedly rude service. read more

This is a review on the service provided by an employee and the manager of this store, not Verizon in general. I switched to Verizon from another carrier. Due to some odd glitch, my phone number ported over while my new phone was being shipped, cancelling my service with my prior carrier and leaving me and my daughter without a phone. We could have managed well enough for a day, however, the new phone for my daughter was a Christmas gift so we (or at least she) would have essentially been without phones for about a week. The customer service representative I spoke with over the phone advised I come into the store to have the old phones activated to hold us over. When I first walked in, a young girl attempted to help me, but took me straight to the manager. Oddly, she would not touch the cracked screen of my daughters phone for fear of being cut. She pretty much gave up on me at that point. She introduced me to the manager at this store, Alan Reggani (his name tag said Al), who would not even listed to my entire situation before telling me he could not help me. He did not offer any solutions, but rather embarked on a monologue about how it is his job to help me, to provide service, etc. etc. When I asked about possible solutions, he started spouting off about the versatility of the iPhone 6 (we're an Android family), then he said "Do you have money to give me?" Really?!? For the record, I am a professional woman and was on my lunch break and have never been treated like I'm homeless or just plain unemployed. The entire conversation was like this. I understand that services cost money (duh, dude), but isn't there a more courteous, professional way to state that? There were several other instances where he could have toned down the a**hole a notch, but he didn't. I was very displeased and almost glad to stand there (because there is virtually no seating in this place) on the phone in the store - for over 30 minutes because I had no phone of my own to call them on. I ended up speaking with a woman in the technical department at Verizon that was finally able to explain what happened, though not why (odd glitch), and offered many different solutions until we found one that fit. I couldn't give her enough "stars" on how she handled my bizarre situation. By contrast, the employees I had contact with at this store were some of the worst examples of customer service I think I have ever come across. The moral of my story: go to the Pflugerville, Round Rock or Sunset Valley corporate stores when you have a difficult situation. Unless you enjoy being treated like crap and just want to be sold the latest iPhone. read more

Lisha greeted me with a smile and then proceeded to fix my malfunctioning iPhone quickly and effectively. She even recommended a stellar Mac repair shop to replace the back glass. Above and beyond customer service. read more

Worst Service EVER! I was told I by a sales rep that my plan would discounted to keep me as a customer and for me to add a data plan. When I received my bill the discount was not there and the full charge was on my bill. I called their customer service line and was told I was would receive a phone call back within 48hrs. I did not receive a call and had to call back. I spoke with a supervisor who told me they had to pull my phone conversation before they could honor the price I was given and then "someone" would get back to me or himself within 48hrs. A week later no phone call. I called back and told them to match my rate that I was promise or let me leave my contract which is not valid when the rate is not what I agreed to. The rep told me he would put in the request but "to be honest" I will not be approved to have my contract cancellation fee waived. They lie to get you in and then they are dishonest about returning calls. What kind of ethics policy does this company have? I would be checking my bill if you have service with them!! read more

I love this store. My husband and I have had a lot of issues with adding another line for just $10.00 more a month for our son. We already had the phone so just needed the new line opened for him, well to make a long story short we have had nothing but billing issues and our bill was averaging 200.00 more a month. We tried and tried calling customer service and everytime would get no were with them but them telling us our bill us right. We got to the point of just going to another cell phone company when I told my husband let me go in and see what they say at the store. Well there was no one that could figure out why our bill was wrong so the lady at the counter gave me the managers number and I called him back and within minutes he had the phone bill fixed and even gave us another credit for all thwe problems. I have since talked to him 2 other times due to the bill not being right again and he took care of those also without any problems. I love the verizon network but will never again deal with their customer service dept. just the store from now on. read more

This is very outside of my nature but there is absolutely no reason for any other verizon customer to have to go through what I did because of the inadequacy of the verizon employees that stand around in this store. I came to this store because the location I bought the phone from did not have the replacement phone in silver that I was told I'd be exchanged for because of the static interference I experienced every time I plugged the phone into an mp3 cord. Looking back, I should have stayed at the 1890 ranch store and paid the restocking fee to get the gold iphone because I have never been subjected to the degrading level of customer service I received at the great hills verizon location store. I am in retail so I am tolerant and understanding of consumer versus corporate but I've never experienced the degree of humility and just total lack of customer service that I've received at this location. Needless to say, the "employees" did not help me with my problem with my phone static interference problem one bit. I found the answer on google. Save your time and do not go to this location. Drive the extra mile if you need a verizon store because you more than likely know more than they do if you have access to the internet. read more