I am giving this store 3 stars only because of the manager. My rep Jafarius was great ... 5 stars to him! Unfortunately, it appears he was admonished for making sure I was happy customer. I have been with Verizon for over 21 years. I went in for an iwatch for my child. Left with a new phone and 2 iwatches! Unfortunately, the manager pulled Jafarius away while he was assisting me and my family and questioned him on the time devoted to us. Other reps were with customers just as long. If Verizon is no longer client focused - mine and everyone else should go elsewhere. read more

Outstanding Service from Kenny Lenard! I stopped into the Verizon store to replace my phone, and Kenny Lenard was an absolute professional from start to finish. He helped me get set up with a brand-new iPhone Pro that had just come back in stock and made the entire upgrade process quick and painless. On top of that, Kenny assisted me with switching over to Verizon Home Internet. Not only was the setup smooth, but I'm now paying half of what I was being charged with my old AT&T service--which was honestly terrible by comparison. Verizon has been (and continues to be) the best provider I've worked with. Huge thanks to Kenny for his expertise, patience, and top-tier customer service. Highly recommend! read more

Absolute worst customer service! Made my wife cry and didn't care to help. I see this location already has bad reviews and I'm writing once myself so it looks like GM or somebody needs to fire the current employees. In the crazy world we live in you'd expect the last place to give you crap and treat you like trash would be a Verizon store but don't be fooled these employees will give you no solution to any problems you bring them and will leave you helpless. As a customer of Verizon for 20+ years I'm very disappointed and to be honest I'm switching services because of this! Your helpline sucks and obviously so do your stores. Do better Verizon! read more

Chase was awesome! He helped us solve a problem with no problem and was professional. I highly recommend him. 5 Star Service!!

Manager was just interested in selling me a knew phone instead of helping with current issue on old phone. Sales girl didn't smile once and never solved the issue. I called Technical support after 1 hour in the store and they fixed it in 10 mins. This store is seriously in need of new management. read more

My boyfriend has insurance and they honored that. But to transfer data from old phone to new one they charged $29.99. Just to transfer his info from one phone to the new one. The girl who helped us was nice enough, but charging for data transfer is ridiculous. read more

I have had a business account and many lines with Verizon for over a decade. My wife went in today to get a iPhone 16. She texted me that she was extremely disrespected, the other employees were glaring at her and the girl Kari who was helping her could barely contain her hatred. Verizon has good service but these employees need training. She was wearing an American flag shirt and the election was last night, but that is not a call to hate. read more

Tyriq was the absolute kindest, most patient, helpful and friendly sales manager that I have ever worked with. Tyriq made my experience of getting a new phone enjoyable and fun. Verizon store in Cool Springs is 5 stars read more

I went by the store today to correct an issue I was having with a gizmo watch upgrade. (I prefer to talk to someone in person vs calling a customer service line.) There were several employees available to help when I walked in with smiling faces. Felicia C. assisted me, and she was welcoming, kind, and patient. She quickly helped me with my account and was so positive and polite. Thanks Felicia for such great customer service! read more

I am furious with VERIZON. Double check your coverage when you purchase a cell phone through Verizon! Their cell coverage is excellent but we have a broken screen on a phone...something they normally cover with Assurion. The issue with the broken screen is that it renders the phone no longer waterproof so that if it does get wet the phone is toast! I call to make an appt and find out that there is no protection coverage on my $1000 phone at all! The lazy folks at the store neglected to put it on when I purchased it even though I requested it for an extra $19 per month!!! This has happenned to other friends too. You'd think they'd want the extra $19 per month!!!! AHHHHHH!!!! I am so angry!!!! I will never buy another phone at a Verizon store again!!!!! read more

The absolute worst service! Rude, failed to greet me when I came in but greeted everyone was else! I ordered a phone for store pick up and more than 24 hours later, the phone was not ready (email said 2 hours!). I would have left, but I was getting the phone for my kid. Just terrible! read more

Our experience today was THE WORST customer service experience of my life. We got there at 9am and left at 6PM because of the incompetence of the salespeople. I had no idea this is just an authorized store, not an actual Verizon store. At one point while on the phone with a customer service rep. (because the in-store rep didn't know how to do something), under his breath, he said, "idiot." I said, "excuse me sir? Are you serious? She's actually helping us! I've been in this store three times this week and every representative was the same level of jaded, unprofessional, and less than knowledgeable. read more

The woman with long brown hair that was working at the front entry desk at 11:30 on Friday, June 23 was very rude and condescending when I came in for help to try and turn some thing back in. She treated me like a child and started talking really slowly like I was an idiot. This whole store is full of people who roll their eyes at you when you try to get clarification on things. Not only is Verizon's cell service completely terrible but their customer service is as well! read more

Went in to get a new phone today and Michael was very accommodating and helpful. He not only answered my questions but educated me on how magsafe works , the various plans etc. Best customer service!! read more

verizon sucks . spent an hour and a half thinking I was getting a "free" phone. it wasn't free .

Typical poor quality customer service from Verizon. The store is understaffed, they have no motivation to help you and you have to be prepared to spend tremendous amounts of your own time sitting and waiting. Just incredibly poorly run and unmotivated employees. read more

Extremely rude and disrespectful staff at this store. Walked in and all the service reps were busy. Due to the crowded store we asked a rep if he worked there and he gave us a blank look. Another employee came up and we asked her to be put on a list and she was incredibly rude and told us everyone is helping another client. We definitely noticed that, that is why we asked to be put on a list to be helped. She continued with the attitude like someone had pissed in her cheerios that morning. Go to the apple store, it across the street in the mall and you don't have to deal with the horrible staff and they have all the capabilities of Verizon. read more

They literally just said "we don't have the power to fix any billing issues, we can only focus on selling stuff" to me when I asked them to fix the two lines I'm paying for that don't exist. Seriously, Verizon? And if you try to call anyone you get bounced around to a chat that says they can't help you either. This is the worst customer service and business model. read more

Walked in to upgrade a phone and was told it will take 10 minutes....25 minutes later when I asked how much longer, the guy below told me "we are the busiest store in the Southeast". Why would that matter to me? I asked why there were 10 workers on the floor and they told me it would only be another 5-10 minutes. read more

Verizon - Mobile Phones Near Me - Franklin, Tennessee

My family and I visited this store on Black Friday in order to see if we qualify for an upgrade. We got in line and patiently waited over the asking time about double the expected time. No big deal since the store was very busy. When the service representative came over, she asked to see the account owners Id (who was with us). However he did not have his id and the representative said she could not help. We asked to see a manager because we wanted to see if a photo of the us would suffice. The manager, Brooke, came over and was instantly rude from the start. She accused us of swearing at the representative and told us to get out of her store as quickly as possible. Very safe to say we will never be returning to that store and will be telling our family and friends to go to a different store. read more

Me and my husband were first at the store. They let us in and the guy that started to talk to us, started to help everyone else. It was extremely infuriating. I could tell one of the other employees noticed it. I will never come here. Horrible experience. read more

Here's the thing... when a client comes in with an issue I don't think it's a good idea to respond to them by saying, "If you spend $10 more a month then your data will have priority when you're out and about, you just need to bump up your unlimited plan"... I shouldn't have to pay more in order to get good service from Verizon. If that's the truth then you all should be disclosing that when people are picking plans with you. If it's really true that your data will not have priority in a congested area on this lower plan ($40/mo), but also won't hardly work with 4 bars while you're traveling and expect to use your gps on data, then you should disclose that. Also, as an employee at the Verizon store, when a client comes to you for help, don't respond to them about also that we should add insurance for our phone in order to have been service. Trying to upsell someone when they are coming to you to fix the problem is not the right answer in my opinion. No thanks. I would say an employee training session would do this guy some good. read more

Dylan! Ask for Dylan!! He's the definition of what a customer service rep should be! He was friendly, knowledgable, and suggested the best possible plan for us to save money. He was patient and thorough. He really is the best. He even gave us his card and told us we could call him if we have any questions. He was professional and still personable. I bet Verizon wishes they could clone him. Is there an app for that? read more

We waited for a half hour before they opened. Got in the store first and weren't helped till last. Kind of embarrassing. We saw 5 people helped before us. Really annoyed read more

Worst customer service of all time. I had a phone that was cracked and wouldn't power on. Went to buy an iPhone7 and switch from AT&T with the notion that Verizon would pay off up to $650 of my AT&T bill. The rep never told me that I had to trade in my old phone to for Verizon to pay off my old bill. When I got to this store, they said simply "well you didn't read the fine print online"!! That sales rep doesn't know the first thing about customer service. I get it if it's on me, even though that's shitty. All I wanted was for the sale step to admit he was deceitful in the lack of communication. Will certainly be switching back to AT&T. read more

Normally I've had a great experiences at this store. There were also black associates working at this particular location as well, but not today. I wanted to buy the iPhone 12 Pro Max and the Apple Watch Series 6. The young lady that greeted me was helpful. She asked what I needed and I said I wanted to see if they had any promotions for the iPhone 12 Pro Max and she said I was in line to be helped. There were approximately 4 different parties in the store being helped prior to me walking in. I had walked around and pretty much looked at every device twice. After walking, I decided to sit down and I watched more people walk in. As I look around to see who's being help, it's all white people. I am the only black person in the store which includes the associates working there. What turned my visit sour was when a gentleman, who was also white, walked in and immediately got serviced. Something didn't sit right with me. As much as I wanted to say something, I felt it was better for me to leave and go where I would be wanted as a customer. I'm small change but I guess selling $2,000 in Apple products wasn't good enough. Like I said before, I've shop at this location before, never had any issues. And that was before Covid. If it's like this now, I guess I better find another Verizon store or just stick with the Apple store in Cool Springs. read more

Two wasted trips one to order a new phone, they couldn't do it, one to get a buy a screen protector and have it put on,couldn't put one on if they actually had one,over ten years with them,very disappointed might be a good spot to open a phone store?Don't deserve any stars!!!! read more

The very best customer service I've experienced with regards to mobile phones. Everyone I've interacted with (4+ employees) has been professional, friendly, and customer-centered. I would recommend this store and cell carrier to anyone. Coming from ATT, it's nice to finally feel like I'm valued as a customer. read more

Very poor customer service over the phone. And very deceiving that they are not an actual Verizon store. When I called Verizon they told me they were an authorized store and not a Verizon store so they couldn't help me. Then when I called the store I was told something totally different than what the Verizon rep said. I will not be using this store ever again. read more

This Verizon has the best customer service out of any other ones near franklin. I highly recommend coming to this location.

I went to this store to cancel my services with Verizon. I returned the unused phone, and asked to pay for any charges that remained because my overall experience with Verizon was so bad that I just wanted to be done. I asked multiple times if there were any other charges; I asked if they needed anything else from me to make sure I owed them nothing and that my account was completely closed; I even asked if there was anything that I hadn't thought to ask, but that I should. They assured me I owed them nothing, and that my account was closed. I just did my annual credit score check and they sent $100 to collections and my credit score dropped by 146 points. I was never given the option to pay for the fee or even told what it was (despite practically begging them to see if I owed anything else). In a market like this, it's a big hit. I can't believe how poor my experience with Verizon was. I'm stunned that they took my money, treated me so poorly, and then hit with me with a fee that they didn't allow me to pay and cause such a drastic drop in my credit score. read more

Why have 4 people checking clients in and offer to do nothing else while everyone waits over and hour or walks out ? You don't need 4 check in people. I stood here for 45 minutes watching as these check in people stood around or walked around doing absolutely nothing that produced revenue. Why can they not help people with new phones or upgrades. What a stupid ass system. Never let a sale walk out the door! read more

Recently, I had purchased an iPhone from this store and it was the best and fastest that I have ever had service from a Verizon store! However, upon trying to charge my phone with the charger provided, the pieces would not fit together. I went back to this store and they looked at my phone and diagnosed that it was most likely a piece of a different charger that had broken in it. I was not that thrilled at this diagnosis - however, when I asked what I should do they directed me to a local place that could fix it -- and did fix it for free. The Verizon store representative was extremely patient with me, even when I was in a bit of a huff about my new broken phone. I am extremely grateful for their patience, service and guidance on what to do. Please forgive me for my negative attitude and thank you for all of your help Verizon at Cool Springs! You truly have the best service I've ever had at a phone store! Thank you, again! read more

Came into the store and was greeted by someone with knowledge and authority along with being very personable. Upon leaving, asked who the manager was, it was him. The spelling may be incorrect but I believe it was Marquitte. read more

I went into the Franklin TN store to make a payment. There were only 2 guys working; both were helping other customers with getting new phones. When I walked into the store I said I needed to make a payment. I had to wait for over 45 minutes for one of the guys to take my payment. Now yes I know the other customers were there first; but while they were switching over the data from one phone to the new phone they could of took my payment.... they also need a kiosk to make it easier for people to make a payment. read more

Be very very careful in trading your phone into Verizon. We were told when switching to the iPhone 7 that our phones that were traded in would get credit to our bill and our bill would go up approximately $12. Nope!!! Completely lied. It could be Christmas or after Christmas before we see that credit and the credit may not be the full amount!!! Really!!!! They did not tell us this and the monthly bill going up to only $12 was an absolute lie. Terrible!!!! read more

Sheldon at the Verizon Coolsprings store just hooked it up on my wife's birthday. Got a new phone and he transferred everything over on the spot. This store is always on point and part of the reason I stick with Verizon. They better keep good people like Sheldon around too. :) read more

I ordered a new iPhone online and decided to return it at the store because the Online Rep stated I could return it either way. When I got to the store I was greeted by Ryan and another associate. While I was returning the iPhone I asked the associate there what my current plans were and making sure they were up to date. I could see the associate start to get annoyed by me asking that and didn't really want to assist me. So he stormed off with the iPhone return and said something under his breath. So I decided to leave at that point and asked Ryan if he was the manager on the way out and to share my experience I just had with his associate. As I was telling him he immediately got aggressive and stated you need to get the fuck out of my store. So I said fuck you man and he say it right back, and there were plenty of customers and reps in the store. That's crazy. Great customer service buddy. With that Q-ball on your shoulders I'm sure the customers will love seeing you. read more

These people will make really frustrating mistakes and then treat you with indignant apathy. They are disrespectful, stupid, and really just a drag to deal with. They will tell you whatever they can think of to shut you up and get you to leave. They will lie to you, blame other people for their mistakes. The consistent errors every time I go there are laughable. Most recently I spoke with someone on the phone who confirmed the iPad mini with retina was in stock. I wanted to double check before I drove all the way there from Nashville so he confirmed it was available. I drive there and he brings out last years iPad mini. Non-retina. The manager authorized him to overnight ship it to me. I requested my work address but he had become flustered at this point and was really not listening to my attempts to correct his stupid mistakes. He spelled words wrong, just completely butchered the address. Finally got info from FedEx, corrected the employee's stupid mistake, but FedEx employee informed me the shipment was scheduled for Wednesday, two days away, which would mean the shipment wouldn't arrive when Verizon employee told me. Called Verizon Store. The manager told me it was shipped Overnight so the fault was FedEx. Called FedEx, they told me it was shipped GROUND. The Verizon Employee just straight up lied to me. When I called back to confront him he just weaseled around it and started calling it "a discrepancy on FedEx's part" REFUSING to accept responsibility for it. When I got flustered he said he didn't like my tone and he hung up on me. Seriously these guys are the worst. read more

Absolutely the worst customer service experience of my entire life at this Verizon. I have filed complaints against Verizon with the FCC, BBB and Attorney General this week. I wrote a blog and shared on Facebook, Twitter, LinkedIn and Pinterest. Letter emailed to all the local news stations. Certified letter mailed to the CEO of Verizon. Verizon employees at the store, manager and customer service people have ALL admitted that they made a mistake yet Verizon has turned me into collections over a disputed $974.97 bill caused by the stores error. READ this blog post before you shop at Verizon in Franklin, TN. http://kaylafioravanti.com/my-verizon-nightmare/ read more