Lisa was wonderful, she did everything that needed to be done. Didn't have to get a new phone, and she put the sims card in for us. Got the plan we wanted. She was upfront about all the extra charges. read more

Zach was a star. I went in prepared to cancel all of my phone plans because the online people were so unhelpful and pig-headed. I had tried to place an order online for home internet, but the online process couldn't be bothered to process the order several days later, somehow generated a duplicate order, and froze both orders. When I investigated online, I was eventually connected to a chat agent who spent most of her time gratuitously complimenting me on my long tenure with Verizon and doing nothing to solve the underlying problem. Ultimately I told her to cancel both of the online orders; that I would take care of things in person. I was greeted promptly by Zach, who listened carefully to what I needed, and he had me out the door in less than 10 minutes with the equipment in hand that Verizon online couldn't seem to ship, ever, and with a reduction in my monthly phone bill. A+ for Zach and this corporate-owned store (do NOT go to the "authorized retailers"). I do not generally care for Verizon's approach to customer service, but this interaction was a complete pleasure. read more

Sold me a phone saying I would get nearly $900 in phone credit and to bring my phone back to the store once I got a new one. Brought the phone in. They took it in the back only to come back out and tell me that I was only getting $140 of credit and now that it was gone done they couldn't do anything about it. Would have been nice to deal with this before the transaction was complete. read more

When a customer comes in they should be greeted . I went in to pay my bill the clerk Customer service shawnel very un profressional she told me to listen she touched her ear ....so u can't give then a new cc only cash but wait then I paid $3.00 service fee for using cash !!! read more

I've never had better service at a Verizon than this one. Very welcoming coming in, talked to a Verizon rep there an gave me the best upgrade plan to the newest phone. Very appreciative every representative there makes the store top notch when coming in and leaving satisfied. read more

Could not believe how fast & easy it was to hook up my internet box, and at a low price for phone & internet service!

I have used Verizon for many years in another state and have only encountered helpful staff. Then I went to the Verizon store on Topsy Lane in Carson City. Never have I encountered more inept, ignorant, and rude Verizon store employees. I should have left immediately and gone to a store in Reno when I saw how disinterested Sergio was in helping me, but I needed help as my business phone was not alerting me to incoming calls. Sergio was standing behind the counter doing nothing after I walked in. I'm looking around who to ask for help, but he won't make eye contact with me. Since he was the only staff not helping someone, I had to ask him if he could help me. He never once made eye contact. He didn't verbally respond but came out halfway from behind the counter and simply stood there without saying anything, so I started explaining that I had called Verizon that morning when my phone started having an issue, and they advised me to come into the store. I told Sergio I'd done a reset on my phone already and was hoping to not have it do again (said with a smile... I am at their mercy. I would do anything they told me so I could have my phone work properly). Once he heard I was hoping not to do a reset, he went back behind the counter, grabbed some form, threw it in my general direction and said "then fill out a claim." I was dumbfounded. I said I didn't want to fill out a claim and repeated that Verizon told me to come in to the store. He said if I didn't want to do a reset then I was "refusing" his help and needed to fill out a claim (I had no idea what the claim was for but assumed a new phone? Why would I need a new phone if he couldn't try and help first I wondered). But I was so taken aback by his behavior, I couldn't think clearly, and simply asked why he wasn't helping me. He said he was trying to help me, but I was the one who didn't want to reset my phone. I should have gone to a store in Reno right then. (Hindsight is 20/20). I thought Sergio was a one-off, so I tried the next staff person. Unfortunately, it went from bad to worse. There was a staff woman standing behind the counter who was observing Sergio's treatment of me and not trying to assist at all. I looked at her and said "Can you help me?" She comes out from behind the counter, and I explain the issue with my phone (Sergio is still standing behind the counter doing nothing). She clearly has no idea what she's talking about because she said my phone wasn't alerting me to calls because of the wallpaper. Again, I should've left at this point because while I'm not a tech whiz, I knew the issue had nothing to do with the wallpaper. I gently tried to explain how the issue wasn't with my wallpaper, and she freaked out and said, "You don't want my help either, just like you didn't want Sergio's!" I (finally) realized I needed to leave. I picked up my phone and said, "You're not helping me at all," and began walking out, completely befuddled. As I was almost to the front door, the woman staff person starts screaming, "Get out, get out, or I'm going to call the police!" Note I was walking OUT the door as she starts screaming this. Now this was getting a bit funny to me...as I'm walking to my car, a third staff person rushes out behind me to take a picture of me and my vehicle. I posed next to my car with a smile. These Verizon store employees on Topsy Lane have lost their minds! I am an older woman who poses no threat to anyone. I was simply needing help with a technical issue on my phone. I am kind, and when I need help, I am overly polite. Nobody there wanted to help and not only are they disinterested, they are ignorant as to how to actually help customers, and they are verbally abusive bullies. I called Verizon when I got home. When I told the woman about my experience at this store and that the female said it was my wallpaper, she laughed and said, "Are you kidding me?" She did some troubleshooting, realized what the issue was, and within 30 seconds said that it was unfixable. They sent me a new phone overnight. (I wish that had happened when I first called so I never had to go to this store). The Verizon lady who got me a new phone actually said to me, "I don't want you to ever go in that store again. You call us and we can do everything for you over the phone." Trust me, I will NEVER step foot in that store again. If they respond to this review do not believe a word they say unless they take full responsibility for these staff people's poor treatment of me. This is step by step exactly what happened. read more

David is one of a kind. David is someone who, if you have questions, needs, issues- go see David. He provides such quality top notch service, gives very well explained details when talking about different services and products, knows his job in and out, and truly makes you feel heard and helped when he is working with you. He gave my husband and I his work phone number to text him if we have questions... and I never want to be "that customer" however we had a situation and questions and I text him around 8pm, and he got back to me immediately letting me now he was in the office the next morning and will get back to me asap. And HE DID! He followed up, worked with me, answered questions, and truly took the time over the phone to give me his best service. Then went into the store, and he was right there waiting for me and helped me fix all the issues. He works very hard to provide true top notch service. Honestly, can't say enough good things about him! Thank you David! The service my husband and I have received every time we go into this Verizon Store, completely changes my views and thoughts when it comes to now-day customer service. The service that is given, the attention to detail, the passion that the employees have, the care they provide to their customers is top notch. read more

Prior to my recent retirement from a global company, I worked on retaining my work cell phone number. By the time I was able to take responsibility for the phone on my own account, the process had stumped 3 very competent Company IT guys, and only happened after we escalated it to a state-side person who wasn't reading off a script. Don't you just love "transparent" internal procedures? So for a few weeks, me and the old Company iphone 7 with my T-Mobile account were happy campers. However, the day came when Global IT found me and demanded that I return their phone. I felt sorry of my local IT guy who had to deliver the message, who was not only apologetic, but admitted that the phone was old technology that nobody wanted, that it would only go out as e-waste, and that Corporate had not set up any return/recycling program with Apple. So for his sake and piece of mind, I got right on it. With T-Mobile account information in hand, Gayle and went to this local Verizon store to transfer my number to her account and get me a new phone (a similar iphone SE 2000). I was expecting a long stay with another bureaucracy to navigate. After all, I had already been "trained". But much to my pleasant surprise and appreciation, Sergio got us in and out of the store within a half hour. The whole process (including buying a case and screen cover) was smooth, efficient, and very professional. After bringing the phone and accessories home, the transfer of information from old to new was relatively quick and painless. The old phone is now tracking on USPS back to it's Company home. Thank you Sergio for making my phone service life so much easier. read more

they are so trash they keep on locking me out my accout and they keep on messing up my eletronics

After waiting two hours (do I even need to continue....) We were helped. Finally. The employee seemed annoyed to be staying a little later (ya felt your pain buddy...I sat on your floor for 1.5 of those two hours) to help us. Finally settled on a new phone to add to my plan for my boyfriend. Low and behold...phone wasn't even activated correctly. We did it ourselves, no biggy...but where is the customer service Verizon? Please find it.... read more

What a group of dead eyed looking so called men at this store. No people skills, no sales skills, condescending. Tried for over a month to get an itemized bill from them to transfer carriers. How is this hard??? Had to get it via regular mail. They "couldn't get into my account but oh surprisingly when I went to pay off my bill they were able to access it. They don't return phone calls/text messages. Guess they took it personally I went to a different company. read more

I went in yesterday for a new phone. Russell was terrific. Explained everything so well. He did my upgrade and I was out of the store in less than 45 minutes. read more

Alan and Lisa were AMAZING. I bought the new Iphone after trying an Android and went bonkers with it. No way's android ever again! If I was a millennial I'll bet it would have been easier but I'm old. ;o Iphone is much easier to use for me. During this Covid time, they were so professional and did everything to prevent the spread which was great to see. The shop was run efficiently and everyone was very friendly and helpful. Thanks again guys and gals! ;) read more

Wonderful service and very efficient and knowledgeable staff Felt welcome the moment I entered the store and acknowledged as a valued customer Lisa was very special Highly Recommended read more

I went in to get some help with my Gmail- all of a sudden I had only the heading, but no body of any of my emails. Due to serious health issues, I am reliant on my phone to receive communications from my health care providers. Heidi worked with me patiently to correct the problem, which she ultimately did. She is a great combination of very professional and caring and kind. It was definitely my lucky day to have her help me. She's an angel and a valuable employee. So grateful for her help. read more

Words cannot express how much I appreciate the outstanding customer service that Lisa provided to us this week. She spent two full hours with us while balancing ongoing phone calls and texts to/from different service providers while checking in with and resolving other customer needs. She was charming, empathetic and had a fantastic sense of humor. I cannot think of a better person to do business with than Lisa at Verizon in Carson City. Thank you, Lisa! You made all the difference, and we are so deeply grateful. read more

Have done transactions at this store for years and staff have been very helpful and kind. However, avoid Alan at all cost - extremely condescending and treats you like you are stupid not understanding what he does 24/7. read more

Paul has been wonderful on two different occasions a year apart , I was very glad to see he was still their.

The young man in Carson City was very professional and had us in and out in less than 25 minutes. I sure wish I could remember his name......tall blonde and nice young man read more

Normally I have no problems with this store. Most of the employees are actually really nice and helpful. My only bad experiences are tied with one particular employee. I wish I would bother learning his name, but it seems most people I have talked to are in agreement that he is absolutely NO help at all and needs to leave Verizon or any sort of customer service. Tall tatted dude bro. No customer service, no help, no couth or any sort of nice comes out of his mouth or demeanor. I have worked customer service and retail for a long time. I know how to do this job. I give people the benefit of doubt. This dude deserves none. I do not appreciate being talked to me or my husband, condescendingly. He needs to be re-trained on how to properly interact with customers. If I come in and see him, I turn around and walk out. I would rather drive to any of the Reno locations. read more

I'll start with Verizon Topsy Lane - DON'T GO THERE. The sales rep sold my husband a cell model that is being discontinued/unsupported and did so with no conscience. As a result, his cell does continual updates through-out the day/night that while updating for more than 10 minutes+ prevent him from receiving and/or calling out. If you want honest and good service go to Victra Verizon Authorized Retailer Carson City. read more

I will NOT use this Carson City Verizon store again for my needs, but will use the 800 customer service. I wanted to upgrade 1 of 4 phones to the iPhone X. I was not told I would lose the credit I had on my 7... I was misled on the best way to handle my account. 2 hours later I go back into the store to address my concerns/ compliant. They told me even after elevating to their district office they could not do anything for me even a credit or reversing the earlier transaction so we could do it right. Customer service at the 800 line quickly fixed the situation. Next time I want a phone the Verizon store in Carson City will NOT be seeing me. This was strike 2! Strike 1 was a warranty issue 2 months ago on 1 of our iPhones.... we were directed to the Apple store in Reno... why do I pay $33 a month protection plan to have to go myself to Apple. read more

Incredible experience at Verizon store. Basically sold us a defective phone. They worked for 70 minutes to get it working changing SIM cards two times. It made one phone call. In the morning it would not work. We took to a different Verizon store and Verizon trouble shot over the phone to a broken internal Antennae. We took back the broken phone to Topsy location and they would not take it back without a 50.00 fee. They would have replaced but due to poor customer service, we chose a different location. They called it a restocking fee for a broken phone lol. Last time we ever shop at Topsy lane. Rushed experience for a broken phone. read more

I did an online purchase for in store pick up and when I arrived at the store there were apparently issues with the system, so Yesi called in, cancelled the online order and just issued the sale from the store. She was friendly and easy to deal with even though issues were popping. I have been a Verizon customer for many years and usually dread going into the store and dealing with the sales pitches, etc....but she did manage to sell me a bundle for my phone without being annoying about it. A+ customer service! read more

Although I have been critical of their customer service in the past my last two visits were excellent. The customer representatives were polite and very quick to diagnose the problem. In and out no problem. read more

Placed an online order for two phones(me and the wife) to replace older phones, for pickup at the store. We have used Verizon for many years. I thought that when picking up the phones, it included in the store activation, set up download of the old phone data etc. Was told that when store pickup, it meant you come in and get your phones and you are on your own. We pleaded old (we are old) so Yosh and Scott came to the rescue. The activated and downloaded the old phone data, did the setup and made sure everthing was in working order before letting us go. Much kudos to the Verizon team at this store. read more

Slow employees. I have been in 3 times because I have waited to long to get help. They just stand around doing nothing. 3 employees no help. Two went to lunch while I was standing in line one of the times I was there. read more

Best service ever! Totally untangled my bill and got me a serious discount! Can't thank them enough!

My boyfriend and I were in Verizon for about 2 hours tonight and while we didn't want to spend our Friday night there, we couldn't have asked for a better experience. We had a complicated account... buying a new phone, switching to a business plan, adding a phone from another account and then some. Scott and the other gentleman helping us were patient, professional, and assiduous. While not always a quick experience these gentleman made sure that we were leaving with everything we came in for taken care of. Highly recommend this location! read more

Visiting a cell-phone store when you are having customer service issues with the call center is never a good way to start a relationship. However, CJ at Verizon made this as painless and pleasant as possible. She understood our frustration, was patient, smiling and kind, and really tried to find a solution to our problem. Kudos to CJ! If I was local, I'd definitely send future business to this location and to her. read more

After getting into a very bad deal with AT&T, I was skeptical of all other services. We actually signed up on Verizon through Best Buy and was going there because my wife bought a Sony phone and did not like it. We decided to come to this store and are very happy we did. It took a few visits, but Sussy gave us a great way to get out of the bad AT&T deal with a much better Verizon set up. This store is very busy and they do the best they can on time element. read more

Paul is very nice and VERY user friendly ! ....but so is my hubby who bought me new I pad. Paul is also A VERY HARD WORKING PERSON AND A TOP NOTCH SAILSMAN. Even if you look like death warmed over and just found out you were homeless Paul makes you feel COMFORTABLE and respected. The resourcefulness Paul exhibited inpressed my husband. That's not easy to do. read more

I've been in twice and the since this happened to me and I'm not getting anywhere. Don't waste your money on HUM by Verizon. I got stranded less than 40 miles from home with a flat tire. I had been PROMISED that if I bought a HUM they would get me service anywhere. This was LESS than 40 miles from home on a main highway and NOT a single tow truck company will come for a HUM call as they don't get reimbursed in a timely manner. I went into Verizon after it happened and they have no answers for me - the woman at Verizon said she had to email them to find out what to do and why I couldn't get any help. Its a Verizon product and they can't do anything about it!!!!! I'm extremely unhappy with the lack of service. I've been in to Verizon twice since this happened to me and I still haven't gotten an answer as to why they couldn't help me the night I got stranded or what they will do about it. read more

Just got my phone changed over and wanted to give a great review to specifically Lisa!!! She was so charming and got everything that I needed done really quick and knowledgeably. The best part was that she didn't try to up-sale me like every fricken phone store you go to; she just told me my options and which one would fit me with absolutely no pressure to changed my plan or phone right this second. Thanks, Lisa!!!! read more

Worst customer service I have ever had working with Verizon. Bought a brand new phone there Friday and it was nothing but problems, go to literally any other Verizon location or call the customer service line if you want good service. First, the young girl rushed me through the purchasing process and didn't even give me a chance to login to my iCloud to ensure everything was backed up. Additionally, I requested she do a hard backup of my contacts and she did not do this, and lost close to 50 of my contacts which I had to manually enter at home. She was rude, disinterested and texted through the entire process. And forget about a simple "thank you" as I left the store. To make things worse, she did me the courtesy of applying my screen protector INCORRECTLY, and now, 4 days later it has separated from my phone and cracked. When I called to talk to the location supervisor on 11 am Monday, my call was never returned. When I called the following day, the manager was purely incompetent and unable to help me at all. She failed to acknowledge that her employee has broken a $50 screen protector and clearly has no interest in improving the customer experience. Luckily, national Verizon recognized how awful my experience was and will be sending me a new screen protector and a rebate for the phone cost. Avoid this store!! read more

Unlike the Reno store on Smithridge, the people at this store on Topsy Lane are there actually to help solve your problems. Savannah the Solutions Manager and Yesi the Solutions Specialist spent about 2 hours with me transferring my contacts (800+) and getting my new Iphone7 set up. When I have to drive 150 miles to get things handled, it's nice to get it fixed the first time. read more

We bought new phones on a Thursday and the young lady gave us excellent service. The following Sunday we returned with a warranty claim and the guy with whom we spoke couldn't have cared less, didn't help us, and left us to sort out our own problems. Do these guys not suffer performance reviews like the rest of us.? Score for customer service - zero. Recommendation - fire this guy's ass. read more

My goal is to warn people of their sales reps and what I consider unreasonable customer service. My wife's phone broke beyond repair. I did my due diligence in finding the best deal possible for a replacement. I located the new s10 at best buy for 300 off and told my wife to buy the phone there. My wife wanted to see if the Verizon store could repair her old phone. The rep stated they couldn't and proceeded convince her on buying a s9. My asked the rep if there was better a deal at best buy? The rep explained to her that the Verizon store gets the best deals because they buy direct from Samsung. He told my wife her monthly payment would be $9 less per month with this phone. He convinced my wife that she was getting the best deal possible without consulting me. Well she bought it, was super happy and called me to tell me about it. Unfortunately, I had to tell her that she bought an old s9 for the same price as a new s10 phone. I asked her to return it 15 minutes after she bought it. They had a $50 restocking fee. I called the manager and explain the situation and inform them that the sales rep should have explained he didn't know what other companies charge and she should do her research before the purchase. However, he convinced her otherwise. I asked for them to either match best buy price or waive the restocking fee since I felt we just got screwed: bought a s9 for the same price as an s10. the manager agreed with my assessment but said I need to pay $50 to return the phone and get the better phone. So... I hope that anyone considering shopping at the Verizon store reads this, does there due diligence to find better deals at other stores and hopefully this review takes purchases away from the Verizon store. This way their refusal to waive a restocking fee or matching another stores price comes back to cost them in the long run. Seems fair to me? SO please take my advise and research deals for phones before walking into their store. Don't screw yourself over with them like we did. read more

My wife and I just switched from at&t to verizon...We walked in with our newborn and 2 year old going crazy! These guys made it such a smooth and Speedy transition!! Our sales rep was Jason, the only words to describe him is AWESOME and AMAZING!! Talk about Knowledgeable, this guy new the ends of outs of not only Iphones (which we settled on), he knew details on every phone is the store. Which made my wife feel comfortable (she is skeptical about gimmicks). I recommend EVERYONE, to go see him for what ever phone needs you may encounter. The manager Tony, was probably the nicest manager of a store i've yet to deal with. He gave us $$$ for our broken, crappy phone, which really help with our total bill. I Highly Recommend, not only Verizon as a phone service but Thee Dynamic Duo, Jason and Tony!! Mind you, we are handing out Kudos, after visiting two different At&t store and countless hours on the phone with customer service. Total Wasted time!! And!! we have been loyal AT&T customers for 10 years. See Ya Suckers!! read more