This is my first review for anything, ever. First off, this is not a Corporate Verizon store and is privately owned. That was my first mistake. I have been a Verizon customer for 19 years and of course purchased phones and have dealt with customer service without any complaints. I went to this store while visiting my daughter from out of state or else I would go into the store myself. The details are too long to write but they gave us the wrong phone(not enough storage), sold me an Apple Watch that was "free" under a promotion but I am actually paying for through monthly payments on my account, the manager doesn't return phone calls, the list goes on. Do not deal with Hunter, Dylan or Braden (they are rude and condescending) and don't expect a phone call back from the store managers Patrick or Jacob. Unfortunately, Verizon can't help me with the Apple Watch situation it has to be through this store since they are not Corporate they are some desperate, lying, cheating individuals who just want to take your money. They don't want to resolve anything and they don't return your calls. I spoke to a Corporate Verizon representative and they advise everyone not to go to the independently owned Verizon stores because they are unable to help you if any problems come up. So, long story short. Go to a Verizon that is owned by Corporate and MORE IMPORTANTLY DON'T GO TO THE VERIZON IN FRANKLIN, TN! read more

The service in this store is horrible. My son needed a new SIM card, went in to get one and one employee said he activated it (don't remember his name). Phone didn't work after that, but because it was damaged, they told us we need a new phone. Ok, yes it's damaged so we got a new (used) phone. Still didn't work, so we go back and they said the SIM card must be incompatible with his new phone (other son has new SIM card with same kind of phone). They say it must be a bad phone so we need to get a different one. So we go into another Verizon (Mallory Lane) and it takes them no less than 5 minutes to see that the SIM card was never activated! Are they even trained over there? Or do they even care? That should be basic info. Won't ever go there again. read more

Stay away from this store, after reading the other reviews it sound like the sales people go through training to try and add as many extra's as they can. The sales person we worked with was very aggressive, Hunter. I should have walked out but needed the phone that day. Now while reviewing my bill i see my plan was changed and insurances was added along with a hotspot. I just got off the phone w/Verizon to get all the extra's dropped. Hunter also told us internet was available at the address I gave him and that was not true. read more

I honestly believe Verizon can improve their customer service and even some of their services. Like I have so many perks included in my plan for the entire family but every time I try to add other family members to use those perks it increase my plan by $10 read more

The worst customer service or actually a complete lack of any customer service at all! I vowed years ago to NEVER return to this Verizon store, however, I needed a new phone ASAP as my previous phone got wet and stopped working & I rely on my phone for my business. Many years ago every member of my immediate family had a very negative experience at this store and guess what? Nothing has improved or changed! I realize this is not an actual corporately owned Verizon store but it is closest to my house. I ordered a new phone online for pick up at this store. I was told my phone would be ready in 30 minutes so when I returned 1 hour later, they still kept me standing and waiting another 30 minutes & no they were not busy. First, when you walk in no one really even acknowledges you. Once you did get "waited on' they leave and keep you waiting and wondering what is going on. One lady just sits on her lap top the whole time and never offers to help & barely acts like she notices you are waiting for someone to help you. While I understand these "sales people" have to try to upsell you, I don't know how many times I had to say I wasn't interested nor needed what they were trying to sell me, I should only have to say "no" once, after that I feel disrespected. I remember the last time I went to this awful store years ago, the guy that was supposed to be helping me stayed on his phone the whole time giving his girlfriend his McDonalds order! Yep! I will just order my phones online through the Verizon website from now on like I have done in the past. I will NEVER return to this poor representation of the Verizon company again! read more

If I could give negative stars to the store, I would. First off I had an appointment I got there a little early and was next in line. When he finished with the person he was helping, some walkins came in, and he started helping them and me at the same time. The process to check out took twice as long because of this one guy trying to set up two different phones with two different customers. Myself who had an appointment And a walking customer that came in 10 minutes or 15 minutes after me. Then when we were checking out the employee put a screen protector on the new phone I just got for my wife and proceeds to tell me it's a $60 screen protector. Did not give me the price upfront for it. As I'm paying and I'm questioning the amount he then proceeds to tell me there's a $40 charge in store for what he did with getting the phone activated. Total scam do not take your business to the store. Find somewhere else to go do it online or to do it yourself at home. read more

I'm writing this to help those who are looking for a phone. If you are reading this, I strongly suggest you go somewhere else. When purchasing my wifes Iphone 14 we were constantly trying to be sold items. I continued to stress that we have a case and do not need anything. Finally, the sales person said "I can't let you leave without a screen protector on this new phone". The protector was $60. They all get commission so pushing the sell is the top priority. By the way, the screen protector cracked in 3 weeks. I used the warranty and had to pay $12 to ship me a new one. No one communicated any fees. I got home and was charged to set up the phone and set up the apple watch. We were also told we couldn't get a phone for our girls and wait to have them set up as these were Christmas gifts. Not true at all. When it came time to purchase our daughters phones, we went to the Verizon dealer (actual dealer) in Cool Springs in front of the mall. It took 20 minutes to get 2 phones. The worker was open and honest. She let us know there is a fee to set up the phones but it's super simple and we should do it. She even gave us more for our trade in. Bottom line, this store is not honest and overcharges. Do not use them. read more

I had an appointment at the 1959 Mallory Ln Verizon store but went to this store instead. After being treated badly at the other store I was hoping this might be a different experience. I had my right arm in a sling, so things have been difficult for me. Anyway, Branden and (Jeff) I believe were the workers names. They helped me finish up setting my new iPad and explained some issues that I was having with Verizon service and did not roll their eyes once at any of my questions. They just were excellent. Unfortunately, Verizon has lost its way and has forgot about the customers, but these guys were great. read more

I was at this store around 6pm 4/19 and the only customer in the store. While I was close to this store I wanted to go in and take a phone I just traded in for (online) back to Verizon. I was also looking for a alternative case to which I also purchased online. 1 customer came in after me- sales man asked me to give him a min to go get what she needed to ck price.... He then proceeded to ring her out. Second person came in he asked what they needed. Which was a new phone- never coming back to help me.WHATS WRONG WITH CUSTOMER SERVICE? First in first out. Because I was not purchasing a high ticket item. He basically ignored me. Extremely rude and not professional. read more

Don't go to this "Verizon". I was sold a refurbished iphone 11 pro as new. I only found this out after going through THREE pairs of airpods and two genuis appointments at the apple store thinking something was wrong with their airpods when the problem was very much my phone. Califf was my salesperson, and he's nice, but he will also try to make you feel like a complete fool if you don't purchase and let him apply a screen protector. I did not buy a screen protector and guess what it's totally fine. It is a very slow paced store so expect to spend the better part of an hour there. They also charge random fees (see other reviews). Spare yourself extra time and extra fees. Go to an actual Verizon store or order online so you don't even have to talk to other humans. read more

This is not Verizon quality service. Subcontractor doing sub work. After spending over 3 hours to spend $1100 you would think they would have give some consideration to me returning one $40 charger. Want me to wait in line for hours. Kcuf them. read more

DO NOT GO TO THIS STORE. I wish I had read the reviews before I got suckered into going and spending money for their inflated fees, terrible service and left feeling so mad and frustrated with Verizon. They do not provide customer oriented service and factual information that could have saved me time, frustration and money. The sales people have an air of desperation as if their entire paycheck depends on scamming you. But on the other hand, they also don't care because the person "helping" me kept checking his watch and was very distracted. It's a really weird atmosphere, with a bad vibe. Luckily, I only got duped into one of their EXTREMELY overpriced items, which is "non-refundable". I needed more help but my intuition kicked in, and said get the buck out of there, which lead me to the real Verizon store in Cool Springs. My positive experience at the Cool Springs store restored my customer satisfaction with Verizon as a company. Now, I want to continue to do business with Verizon but it was a rough start. Some Verizon corporate person needs to get a handle on this situation at this store, as they do not represent the company in the best light. read more

This store is deceptive. Do not visit. We ordered a phone from Verizon online for store pickup in this store. Verizon said phone was ready for pick up so we went to store. They said they could not release the online ordered phone, but could sell us one of their phones. They basically held the online ordered phone hostage so that we would pay all their add on fees. They require the purchase of case, charger, screen saver. They make you pay for set up even if your teenager can do it himself. I should have left. I now have made 5 phone calls to corporate Verizon because Verizon's is still charging me for the taxes and upgrade fee from my first online order. The store charged me taxes and a $40 upgrade fee plus Redux fee PLUS set up fee. I am out hundreds. I have complained repeatedly to Verizon, but will now take my complaints to the highest level of Victra Corporate. Corporate Verizon has confirmed that the phone I left the store with is the SAME phone that this third party provider said I could not leave the store with. They just wanted credit for the order and all the extra fees that they "require". Phone was held hostage and I will not be quiet about the practices of this store. I am out real money. $125 currently which is real money to me. read more

I wanted to Rather a special shout out! I was dreading getting a new phone and he has the process seamless. Answered all my questions, didn't make me feel "dumb"for not being all techy. Made sure I was 100% good to go before I left. Y'all go see him! read more

Constant bad service when in there. Today they won't answer their phone. The call center can't get a hold of them! I'm going to cancel my order and go somewhere else! read more

Bought iPhone 11 on 12/26 then went 3 times to get iPad. Got run around on promotion each time. One rep basically said I was lying but then found promotion. Left and helped others then manager came to help. After hearing the true fraudulent promotion, I told him this wasn't for me. Got visible angry with me. Felt uncomfortable and got out there. Then wrote a review and was advised to call 800 number to report. Called and hung up on twice, 3rd time had me on hold for 40 min without getting thru. This place is a scam and don't do business here. A TRUE Verizon store is within 15 mi from here. Learned my lesson. read more

Called to find out how much a phone is and if they have it in stock they wouldn't give us a price or let us know if they have the phone on hand without going in - we told them we would be driving over an hour to get to them and they wouldnr bell. We've been with Verizon 22 years and never had service like this! read more

Don't waste your time at this store. You have to wait outside for well over an hour. They are not helpful in anyway. As I waited I was able to read other reviews and this confirmed my decision to leave. It seems this has been an ongoing issue. They should tell you an approximate wait time but they don't. You just get, "please sign in and wait in your car and we will call you". read more

I would leave half of a star if it were an option. Do not go here. Half of them are mid-20-year-old staff that has a demeanor of hating their job-- showing up late and rude. The Store Manager was nice as a person but business was the worst. The manager was deceptive, will sell you up, and never apply the promo credit promised so now I am stuck with a $400.00 bill that should have been much less than that. This is the worst experience and has caused me to currently leave Verizon. I got suckered in a deal I only chose to go with because they promised the BOGO. Do not go here, go to the actual Verizon. Prior to this, my experience with Verizon has been amazing. Just not here... read more

I was just in this store Saturday and spent over $800 and signed a new contract. The gentleman that helped me that day was great. He put the special screen protector on but didnt think he got it on straight. He told me to come back if needed. Well it popped off later that day and broke. I went in today to get another one. The lady that was there told me she would not give me another one cause it was broke. Well no kiddin lady it came off and broke. All she said is come to the computer and she would see what she could dobut still refused to give me another one. I told her thats all I wanted, it wasnt my fault it came off the same day and broke. What happened to good business? If it wasnt so much of a hassle I would have returned e everything, canceled the contract and gone somewhere else. read more

I was dreading the process of getting a new phone after mine died but thanks to Brian it was literally effortless. I called ahead and he had things running before even got their. It was the smoothest process I had ever experienced. I highly recommend this store as it is much less trafficked as others and Brian,in specific, is phenomenal! Very patient and efficient! Great experience and I would highly recommend this store and asked for Brian! Kathy Franklin TN read more

DO NOT GO TO THIS STORE! If there was a way to give the Victra store on Murfreesboro Rd in Franklin less than one star, I would. I purchased 2 phones there for Christmas and was given wrong information by the sales rep about what our monthly service would cost and she wrongly told me that my son could get a monthly discount because he is a medical resident. This misinformation is costing us an additional $35 per month more than was laid out for me in writing before we signed up. We chose more expensive phones based on her information. When I saw that she had misinformed me, I went back to the store 3 times. I was first told to call Verizon and they would take care of it. I called Verizon, they said Victra is not an official Verizon store so I would have to take it up with them. Several people at the store acted like they would help or have a manager help but nothing was ever done and no manager called. I left messages for both managers. No return calls. I finally caught a female manager in the store. She actually TOLD ME TO LIE TO VERIZON and say that my brother in law, who is in the military, was on our plan so we could get a discount. When I said I wouldn't do that, she said she would have a region manager above her call me. Of course, there was no call. I messaged the central office of Victra and began a dispute with a rep named Brittney. She was very nice and seemed to want to help. In the end, they refunded the $40 set up fee I paid to Victra above normal Verizon fees and we are stuck paying an extra $840 over the 2 years of our service. read more