Surprised to see such inconsistent reviews! I went in one day after work to inquire about an interesting situation I was in. I had been a longtime customer with another company and was looking to switch carriers with Verizon's return of unlimited data. My first issue was that I was taking over an account where the primary owner was in a different state, the second was although my Nexus 5X had decided to give up on life, I wanted to wait for the new LG G6 which wasn't slated to release for another few days. Anyway, I walked into a very busy store and was approached quickly by Patt. I told her my situation, she offered a few suggestions, went through the plans and cost, she even mentioned a couple awesome promotions that were going on that I was unaware of. She gave me her business card to keep in touch and told me to just swing by whenever I was ready. My wife was reluctant about my decision to go on release day of the phone as it landed on a day I had to work at noon. Although the store opened at 10, we've both experienced transactions like these that listed hours upon hours, with the added issue of dealing with the other lines on the account being out of state it seemed like there would be no way I would be able to get to work on time. Once the doors opened, I walked through and Patt was there (as she said she would be opening that day) and instantly ready to go. She asked what color I decided on, went to the back and came back with the phone, the additional SIM cards I needed, and a few different cases to choose from. Once I saw this I was expecting the whole hour long push of accessories I didn't need as I've experienced everywhere else, but nothing! Patt quickly got my phone activated, explained what needed to be done with the other lines, rang everything up along with the two accessories I asked for and was never pressured into, and I got to work about a half hour early! Although all this may seem as if it's just what one should expect from customer service from a brick and mortar retail store, Patt went above and beyond. Keeping in touch to ensure I enjoyed the phone, always answering my texts with questions about the promotions, and even ensure that once the other two lines were ready to switch over from my previous network to Verizon to shoot her a text to let her know to have it swapped over, even if it happened to fall on her day off. Along with that, the interaction between all the employees was stellar. Everyone was willing to come over and help if Patt had any questions, others even came by just to engage in conversation to keep from the lull of silence while waiting for things to activate. I honestly can't say I've had this quality of customer service since the days of Nextel! read more

Came in to get a new phone, this was by far the easiest phone buying experience ever. Our rep was super helpful and friendly. He answered every question I had and never made me feel like he just wanted to get the sale. I will definitely come back to this location anytime I need something. I will suggest this location to all my friends as well. read more

Worst customer service. Reps and manager have an attitude and a chip on their shoulders. Zero compassion zero empathy. I wish I could cancel my Verizon service based on just how bad this place was. read more

I came in with a phone fully under warranty with a faulty battery. I explained exactly what was wrong the rep, who decided that "my battery dies at random" to mean that I was whining about my battery life not being long enough. He then proceeded to explain to me in the most unnecessarily patronizing tone that my battery usage indicated that I was simply using facebook a lot and that's why my battery was so low. I explained again. The problem is not that my battery drains quickly... it's that it dies abruptly when it displays itself to be charged to up to 30% moments before it shuts down and has 0% charge. That it was obviously a problem with the battery... and that the phone was under warranty and that I'd like the battery replaced. He then told me that a small, decorative sticker on the corner of my phone's screen protector was the problem. The problem was then suddenly my phone case sold to me by Verizon. When I explained that the phone case pre-dated the problem, he wanted to delete programs off of my phone and reset all of my settings because it would 'improve my battery life'... and send me away to 'come back in a few days if I'm still having problems'. After about 10 minutes of the most condescending, humiliating conversation I've ever been forced to have in public, I realized that he had no intention of replacing my battery - which, again... was under warranty - or doing anything at all other than speaking to me as though I were a particularly stupid child. At this point, I gave up and left. I left the store, dialed 611 on the way to the car, explained to the tech EXACTLY what I'd told the rep in the store and was told "It sounds like you have a faulty battery." After a handful of basic and practical trouble shooting questions (have you tried more than one charger, downloaded anything new, dropped/damaged the phone recently, ect) she verified my address, and my replacement phone was already on the way before I'd even gotten my key in the ignition. The entire time she was very polite and professional and a pleasure to work with. Two stars because the store was clean and well-maintained... and I DID notice everyone who wasn't me seemed to be getting helped just fine. I only wish my rep had at least been polite enough to introduce himself so that I could file a formal complaint. read more

I've been a Verizon customer for 10+ years but their subpar service and customer service have me seeking another carrier. I went in last night because I was having an issue with my iPhone showing the phone has no service and it's the usual, Verizon says it's the phone and apple says it's the service. I went in and spoke with Ryan who said that since I don't have insurance on the phone we could look into getting a new phone and didn't even attempt to figure out why my iPhone shows no service / searching and I had to ask him to insert a new SIM card. Nothing came of it so okay, buying a new phone isn't ideal at $900+ for a new iPhone but it is what it is if the phone is broken. I walk over to the iPhones and ask what the difference is in the x, xs, xr etc and he says "basically all the iPhones are the same at this point" so, why the price difference? "These are newer". Well I could've figured that out myself, his lazy, non helpful replies were just frustrating. I was going to order the phone to be shipped to me because no one had one in stock but my husband was so irritated with the associate that he wanted to leave, Ryan treated us like we were wasting his time and he would prefer if we just left, so we did. read more

Please don't waste your time going to this store. After buying a top of the line IPhone 6plus 128gb for full price. The phone started acting up within the first week horrible reception and dropping calls. I took the phone back to the store and they put a new SIM card in. Fast forward 3 days the phone is doing the exact same thing I call 611 and the tech even said the phone had horrible reception and to take it back to the store because it was in the 14 day return period. I take the phone back in and again I'm told they need to replace yet another SIM card. The phone still is not working and needs to be replaced so fast forward again today 10/8/15 I go back in the store stand in line for 30 minutes and deal with Diane who was very professional. I'm told that they do not have a replacement phone because the 6plus 128gb phone is rare and the closest phone is in St George Utah. So I ask for at least a loaner phone because my phone is virtually in operable to which Diane even verified. I ask to speak to the store manager to see if they could expedite shipping or even let me pay the difference to buy a new phone. I'm told the store manager KATE was in the back and she would come out shortly 45 minutes later I'm still standing there waiting and wasting my time. I am a local business owner and would NEVER treat a customer in that fashion. I asked repeatedly when Kate would be available and was told to wait again to which I finally walked out! Worst customer service experience ever! I personally will never go into this store again and I will tell everyone I know of my experience. Verizon corporate should look at the other ratings on Yelp and realize it might be time for a staff change at this location. read more

These guys are inconsiderate, arrogant jerks. I went there for a simple thing and they refused to help me even though I was doing exactly as Verizon's website told me to do. Their customer service is non-existent. read more

So rude! I called the store to ask a question. The clerk put me on hold for 13 minutes! I called back and got a messaging service saying this store was closed. All the clerk had to do was tell me they were closing, and I would've patiently waited to call back tomorrow! read more

Avoid going here. My wife and I were both blatantly lied to by the sales staff. They clearly told us we would not charged and talked us into unnecessary equipment and upgrades. We ending up paying around $700 that we weren't expecting. When we called verizon customer service, the rep told us that it was "dirty sales tricks" and he couldn't do anything because we signed the contract. We called the store and they called us liars. DONT TRUST THE EMPLOYEES IN THIS STORE. read more

Been to this location a couple times in the past. Never had a bad experience. But today I had a GREAT experience!! Alexis Aramburo helped us get a new phone for my mom. He helped us get trade in credits for 2 old phones that nobody previously told me we could get credit for! He was extremely knowledgeable and consciences about our budget and didn't try to rip us off. I really appreciate great customer service and recommend seeing him when you need a phone from Verizon. read more

I went in not planning to buy a phone, but to pay off a bill & get a screen replaced. I had no idea I was due for an upgrade. My little brothers phone was falling apart. So I ended up getting the iPhone 7+ & he got my 6S+. But w the help of Ms. Celeste she made absolutely everything possible. She was a huge help & conversed w us when we had to wait for our phones to back up! My family has been w Verizon for nearly 10+ years. Thanks Celeste for valuing and being patient us. Truly happy w this experience ..... & my new phone ;) read more

I am totally satisfied with the customer service I receive each and every time I walk into the Henderson store. I have never experienced any problems with the staff at this (or any other) location. They have always been extremely helpful and successful in resolving the issues I have with the products they sell for the manufacturers. I've went through about six different "smart" phones - that have given me nothing but headaches for one reason or another. These electronic devices are mindboggling, for sure, with their capabilities. We become so dependent upon them, and when they fail us - we are simply stranded. While the products Verizon sells have a lot to be desired, I have high regards for the Verizon personnel I met in the stores. Reminds me of Walmart - they sell a lot of junk, but they do it with a smile! :) Four stars for the staff and zero stars for the products. Update - after reading some of the other reviews, I am saddened at the negative responses offered by customers not happy with the manner in which they were treated by store employees. I just know those people do exist - even though I've been very fortunate not to have dealt with any as of yet. I'm wondering if the tremendous and frequent turnover of employees is indicative of these less desirable customer service reps (who obviously have NO business dealing with the public). read more

If I can do 1/2 star I would do so. The reason why I'm giving a low review is because my family and I have gotten screwed over many times at this location. The first time is when we were adding a new line to our plan. There was a promotion saying if you start a new line you will receive a new tablet with no charge. Before we agreed on the tablet we asked the guy over and over to make sure there was going to be no additional charge. He said no over and over. The next month I was charged $10 for the tablet line. I called and Verizon and they told me that I was lying. Second time was just recently. I saw John at this location. I added a new line with my daughter taking the new phone and myself having her phone. My daughter joined the Verizon edge. Her phone was due for an upgrade this February. We asked JOHN if it will effect myself getting an upgrade in February. He said no. Just came home from Verizon and I can't upgrade until my daughter finishes paying off her phone. Moral of the story, DO NOT GO TO THIS STORE AND DO NOT SEE JOHN. You can't trust anyone in this store. read more

If I could give less than 1 star I would. In fact, it would be -286 stars to match the amount that I was just ripped off after the little bait and switch pulled by Dan. Let me also say, if you do find yourself at this store, DO NOT deal with Dan. Not sure if he is new or just plays dumb so he can pull the bait and switch later, but he has no clue what he is doing. I literally had to tell him about the promotion they had going after I spoke with one of their chat reps. Anyhow, I had intended to take advantage of the BOGO on the Pixel 3 XL. When I spoke to the chat rep, he told me I would have to change from a single phone plan to a shared plan (no problem) but told me there was a 4gb plan for $50 (again, no problem). Well before Dan would switch us, I had to pay off the balance on my old phone (again, no problem since that was my original plan). Once he handed me the receipt, he said, "I don't know if I told you earlier, but you need to have the unlimited plan". No, Dan, you didn't. Well, that plan is $140 a month. I use 2.5 gb a month. I don't need unlimited. I told him just refund my payment for the old phone and I will be on my way. He then told me once it is paid off they cannot refund the money. Welp, I have already filed a dispute with my cc company and any business owner knows cc companies ALWAYS side with the consumer even when they are clearly wrong, which in this case I am not. And worse off for Verizon they just lost a customer since 2003. My advice to everyone: go to store.google.com and buy the Pixel 3 XL from them and choose any carrier you want. It will save you time and headache. UPDATE: spoke to customer service and they are refunding the money. So all of this just to lose a customer of 15+ years. Hope it was worth it! read more

I went to Verizon to return a phone because I was switching to Sprint. I was helped by a man who was huge and stood uncomfortably close to me . He was rude , pushy , and insulting. For someone that is supposed to be the best in the industry , they put on a terrible front. I would advise anyone thinking of going with Verizon to shop around for a better deal at half the price. read more

Have to say Kevin rocks!!! Had problems from buying a phone from a other party and they had problems with there account. But 3 hours later we walking out with new phones that didn't expect to buy!! Thank you Kevin again!!! read more

I was in Las Vegas visiting a friend, and had issues with with my phone. I walked into the store and was so lucky to be helped by Jonathan! He was able to resolve the trouble shooting issues with ease! And he was super courteous and friendly, and definitely attentive. I would without a doubt recommend anyone needing any Verizon assistance to ask for Jonathan because he was awesome! read more

Knowledgeable folks, not a long wait to get phone information and replacement parts

I am a long time Verizon customer and have always had the greatest customer service experience...until today. Before moving from the Bay Area to NV back in July, I went to the local Verizon store to replace my cracked Zagg screen protector. No problem, no issues. The Bay Area Verizon store replaced it without any qualms. All they asked was if I had registered the screen protector, and I said yes and that was it. I went in today 11/17/18 at 11am at this Sunset location and was greeted by a young lady. She asked what I needed help with and I tell her I needed to replace my screen protector. She quickly asks if I purchased it there and I tell her no, that it was originally purchased at a Santa Clara, CA Verizon location. She continues to tell me that they don't honor the Zagg warranty at their location and I would have to go online to file a replacement claim. So I return to my car and go to the Zagg website and I sign in. I go to file a warranty replacement. On the warranty replacement page it clearly states...Did you know you can get a replacement at participating franchise locations? And what do you know!!! This location is listed!! I go back into the store and show the same lady this information and she says the same thing, they don't honor Zagg's warranty. I asked to speak to a manager and she said she would be right back. A few minutes later, she returns and says the manager would contact me by the end of the day because he was busy with another customer at the moment. So I give her my info and left the store. It is now way past closing and still no call. read more

Adam and Sondra were incredibly helpful. I came in looking to get a new phone. They saw that I had been a customer for quite some time now and cut me a huge break. Adam also cut my monthly payments down a little. They weren't trying to trick me or anything...they simply just told me thanks for my commitment to Verizon. Very nice, helpful and caring people. Definitely go to this store you want to be treated well. read more

Well finally was breaking down and went to the Verizon store to get a new phone. I was apprehensive because I didn't want to be pushed towards something I didn't want and didn't want to spend too much for it. Well so glad that Misty helped me. She was super! I was so glad that she was the person to help me, I think she deserves a raise if for nothing else, just having the patience to handle all my questions. LOL. They should be very happy that Misty works there, I know I am! read more

I came into this store to get a new phone since my phone was due for an upgrade. And of course to start, I had to wait for at least 20 mins. Which is fine, the store was pretty busy. But then the guy that helped me seemed like he had no idea what he was doing. I did my research online prior and knew I would pay around $80 a month for what I wanted. Of course he started upselling me and said that what I was getting with Verizon Edge as oppose to a 2 year contract would end up being the same monthly. But then he stated that having a 2 year contract would cost about $110 monthly when I knew that wasn't true. And when I told him that, he went to a supervisor for help and said "She doesn't know what she wants. She's uncertain of getting the Verizon Edge, and she thinks she wants the 2 year contract. She doesn't understand that we would be saving her money." It was so disrespectful to talk to me that way when I'm standing right there. I told you what I want, I wasn't unsure, I told you exactly what I wanted. I did ask other options, but at the end, I told you how much I wanted to pay, and what kind of plan I wanted. I didn't even get an exact amount of my monthly bills even when I asked him about 7 times. And he gave me a different number, every single time. I understand how stressful it is working in a retail business, and having quotas to meet, but to lie and say that something is totally different, just to try and convince me into getting a different product that I told you I didn't want, just doesn't make sense to me. On top of that, the whole time he had to go to someone to ask for help, he seemed pretty new. But to be there for TWO HOURS?!? I was ready to walk out the door. Luckily, the only reason why I agreed to stick it out was because I received a monthly discount of 20% from my employer. I did not have a great experience coming in here. All I felt like was a sale to this guy, and nothing more. I've been with Verizon for the last five years and come into this store so excited to get my phone new. I am pleased with the phone, but I will definitely not be coming back to this store again. Worst customer service I've received. read more

I brought my ellipsis 8 because I could not connect the zagg keyboard. They helped me figure it out. Thank you function button! Anyways they also set me up with service quick and painless. They are awesome! Thanks guys! read more

I went to the Verizon store to upgrade my phone and get a second line for work. I was helped almost immediately which is great because I'm used to having to wait at least an hour especially on a Sunday. The salesman Ryan was personable, very knowledgable, and patient especially since a lot has changed since my last phone contract in terms of how you buy the phone. The process took about an hour but it was pleasant all the way through. While we waiting we talked about baseball and football and our families. I will recommend going to the Verizon on Sunset and asking for Ryan! read more

I switched back to Verizon in July 2015 and have had great experiences with this store everytime I go in for anything! My phone is acting put and without hassle they set me up with a replacement phone that will be overnighted to me! I was in and out in 5 minutes because I was able to schedule an appointment ahead of time! I'm so glad I switched to Verizon! read more

I Was there 40 minutes before close and it took 25 minutes for me to get a sales member but he was very pleasant and explained everything to me. I had a question with the charge on the new phone and needed to turn in my old phone. He did everything for me in under 10 minutes. Wish I could remember his name but he had longer hair with a small gold nose ring!! He deserves 5 stars! I gave them 4 stars only for the wait! read more

If I could give Misty 10 stars I would. This lady and all the other associates there are awesome. I purchased a phone with her a month ago, and came in a week later with questions she helped me than. Today I came in with more questions regarding features on my phone, and again she was there trying to help me out. She takes time to listen to what you may need and offer the best advice. If she can't figure it out than the other sales associates have no problem with helping out. I must say this Verizon location has excellent customer service. If your ever in need of a phone, tablet, bluetooth or any other cellphone accessories go see Misty and the other associates... read more

After paying off my phone, Verizon continued to charge me for my device. Called customer service and got the run around for an hour. Went into the store and they acted like they can't touch account issues. So who can help you? NO ONE! Service area is horrible in Henderson anyway, so many dropped calls, NO SERVICE, and slow data. There are many carriers out there, I wouldn't waste my time with this one! read more

I can't believe that the tech at these locations can't figure out how to cleanly transfer contacts. It seems every time I walk in there I get sold a new phone. Any every time, my contacts are "copied' over, it ends up duplicating, sometimes even tripling those names. It's making me crazy. Just keep one guy on staff regionally who can help individuals like me. I gave two stars because I like to reliability of Verizon's service. And the people at this location are very nice, just not very well prepared to handle normal problems. read more

LEVI at this location is extremely rude and purposely combative. Do not see him. Definitely puts the ASS in assistant manager. Does not listen at all. Will be leaving with 3 accounts and 7 lines soon. read more

Had an amazing experience with Verizon today thanks to the manager, Pedro. Some of the best customer service we've EVER recieved. Got a great deal on a new phone, and made the experience much less stressful than we assumed it would be. read more

We love this store. Diana has probably the best customer service I have ever experienced with anything. She cares about her customers, patient, caring and so nice. She's been my family's go to for years. You need someone amazing? Go see Diana!! She's the best! read more

Very long wait times. If you buy their product and it doesn't work, they'll find an excuse to evade responsibility. If you need an inexpensive telephone, try PureTalkUSA. read more

Met the manager at the door, he was the one setting up the appointments. Explained my Iphone had stopped working. I was told by the apple store it was not worth fixing. He tell's me well that's going to be $600 to replace. I told him the apple store would give me a new one for $200. He states well I guess you should shop around. Gee thanks, so much for looking after a good customer. When I attempted to ask further questions, he brushed me off so he could attend to people looking to buy a new. I guess sales comes before customer service. I went home and contacted customer service and was advised that when I purchased the phone, I had purchased an extended warranty and the phone was covered. Verizon shipped the phone out for next day delivery. Hey could see on his computer I wasn't eligible for an upgrade, but he could not tell me the phone had a warranty. Thanks for nothing. One other thing. I had purchased the insurance they offer when I purchased the phone. If it had been covered by the insurance I was responsible for a $219 deductible, which is laughable when you think the Apple store would have replaced my phone for $200. read more

I got my first smartphone (iPhone 6) at this store. I had such a great experience with a man named Julian. He answered all my questions and was extremely knowledgable. He made such an impression that I would not only recommend this Verizon store, but I would recommend seeing Julian. read more

Worst Customer service I have ever had with Verizon. Never again with this store. After 4 hrs the first day, 2 hrs the second day trying to get my new phone up to speed, tried to talk to a manager about getting my pictures transferred. All I wanted to do was take my old phone home and download it to my computer but because of a $32 credit from my old phone, they wouldn't let me. Manager was unsympathetic toward my problem, and proceeded to tell me what I should have done. Very Condescending to me. My advise is to stay away from this store. read more

Just went in to the store, was having problems transferring data from my HTC to my new pixel. After calling in to customer service, was advised to go to nearest store for assist. Yeah, they will ASSIST YOU FOR 10.00$. Only verizon store that does this . Called customer service, was told they have never heard of a store that does this. FUCKING RIP OFF OWNER, trying to squeeze you for a few more bucks....AVOID!!!! read more

Rude and Careless rep, felt like I was asking for free service or product. Didn't get anything.

If I could give it 0 stars I would. My fiance and I stopped in last week to purchases a new Iphone and accessories. We were greeted at the door and the gentleman took our name. He said someone would be with us shortly and to have a seat or look around. So we went over and played with a few phones and looked at some cases on the wall. After about 30 mins we sat down and waited. At this point 2 other customers had left with there new phones, so 3 employees were standing behind the counter.. We thought maybe someone was specialized in selling Iphones and thats why we were waiting while they chatted. About 5 minutes go by and someone else walks in and is helped right away by another employee. So I look back at the counter and now 4 employees are standing there messing around. We wait another 10 mins and I suggest to my fiance that maybe we should go to Best Buy because they are across the street and normally have better prices acc. We sat there for a total of 45 minutes before leaving. I talked to the manager and he said "maybe they thought you were being helped by someone in the back" Well as a supervisor myself, who would leave 2 customers sitting and waiting for 45 minutes without so much as a "is someone helping you already?" We ended up going to Best Buy were the guy greeted us right after entering the phone department, he was already helping someone but managed to ask us what phone we were interested in and start the paper work all within 5 mins. After about 10 minutes he started helping us and we were out within 15 minutes after that. I wouldnt waste my time at this location, go to best buy have Kyle in the Cellphone area help you! read more

If I could give negative stars, I would. An associate by the name of Jimmy greeted me after waiting in line for 20+ minutes. I tell him I just got the new iPhone XS Max and wanted to trade in my old iPhone 7 Plus in perfect condition. Very loudly he says, "This phone is on the lost or stolen list." I immediately refute his statement and let him know there would be no possible way that's correct. He starts yelling again and tells me to contact the phone insurance company to get it off the list. I pull up the website and type in the phone information and it shows my phone was verified successfully with no issue and the serial number/IMEI is clean. He tells me very rudely to do it online then. That defeats the purpose of me waiting in the store and makes this whole visit even worse. He looks at me with disrespect and disgust and did not want to assist me. This store's staff is absolutely horrible and I've never felt as disrespected by any customer service representative as I've felt today by Jimmy. Unacceptable. I guess they don't care about my business. read more