The customer service is more like "customer belittling". They are not a corporate location and they make sure you know that if you have an issue or even want to make a payment. They are there for sales and sales only. I had heard this and really didn't believe it until I went in to help my mother with an issue. I was floored with the condescending attitude shown after just a few minutes of obviously wasting their time with her issue. Go anywhere else! read more

These people are not human. Went in to return my deceased relative's phone. They would not take it and sent me on a wild goose chase to San Antonio office. They sold the deceased a Google Pixel and did not show him how to use it. He did not even know how to turn it on. He fell at home and could not notify anyone. He was found and passed 2 days later. I would give them a negative, but not an option. Traveled to San Antonio and they still would not take the phone back. He never used it. Gave me that "number" to call and no results there at all. After all that no one will take the phone back. They sent me a bill for almost 800 dollars then reported me to a collection agency. This people are criminals. STAY AWAY from these crooks! read more

It had been almost 5 years since we got new phones. Our LG phones still worked but since they have been out of the phone business for 3 years they were no longer supported. Jaden was our salesman and found a trade in deal for us old farts that made a lot of sense. We now have a pair of Samsung Galaxy S3 phones and are ready for when 5G gets to our area. Hopefully this year. We were very happy with the selection and especially Jaden's help. We highly recommend the store as long time (20+ years) Verizon customers. read more

My husband and I needed to upgrade our phones and I had been dreading it. Getting a new phone rates top 3 of the things I hate to do most.. 1.) Go to the doctor 2.) Buy a new vehicle 3.) Buy new phones We walked into Verizon - Cellular Sales in Kerrville and was immediately greeted by Alex Ortega. He was polite, professional, engaging and knowledgeable. He shared information about the two types of phones I was interested in and in the end we both bought the phones we really wanted. I was confident about my purchase. Additionally, he set up our new phones. Transferred all the data and offered to purchase the old phones. We declined the later so we could give them to our grand kids but he still helped us to wipe them clean. Alex exceeded my expectations in purchasing a new phone and in two years we will be looking him up when we get ready to purchase two more. (Even if we have to drive to San Antonio to see him.) read more

We had outstanding service durning our visit to the Kerrville location to purchase phones and move lines from one account to another. Dacoda went above beyond to ensure we had great customer service,. read more

We went in get a new phone for my wife. Mark greeted us and soon ascertained our requirements. He showed us each phone and plan that would fit her needs. After she chose the phone she wanted and we agreed to a plan that fit us, he quickly transferred her data from her old phone to her new phone. A very easy and efficient transaction. read more

We are traveling and lost a phone. We were able to suspend the number and process an insurance claim, but we weren't sure how to reactivate the number and the replacement phone. Matthias Gutierrez came to our rescue. Even though we didn't need to purchase anything from the store, he was patient in guiding us through the necessary steps to get the replacement phone up and working. We appreciated the time he took with us, and that he made sure everything was working before we left the store. Outstanding young man, very helpful and polite. He is certainly an asset to your organization. read more

We've needed the help and services of this Verizon store twice in the last month. We couldn't be happier with the service we received. Leah and Mark (?) were very personable, eager to help and answered all our questions. read more

Absolutely excellent service. Wonderful people. Patient and detail oriented. Will recommend and seek to work with them again in the future.

Called to get directions on restoring a new phone (purchased there for $1000) from an old backup. The guy was rude and curt. Quite the a**hole. I will change my service to ATT as soon as I can. Their customer service is much better. Plus the phone service is better than Verizon. read more

My husband and I just purchased new IPhone 12's from the Verizon Store in Kerrville. We had the kindest, friendliest, most knowledgeable, and patient young man work with us. Virgil was wonderful! He found us the right phones and the right plans, and he even synced both of our phones with both of our vehicles. All of this took a long time, but he worked right through it with us and answered all of our questions. read more

BUYER BEWARE: I am doing something I thought I would never do, but I feel compelled to contact KSAT 12 Defenders regarding what I feel is a history and or pattern of deceptive trade practices by Cellular Sales a Verizon Indirect or authorized retailer store. How many other people have had similar experiences? On July 6, 2018 I went to the Kerrville Cellular Sales store to get a SIM card to handle a technical problem. Verizon techs thought this would resolve a problem I was having. I was informed a promo buyout was being offered by LG. I could spend the same amount of money and upgrade to a new phone. If I don't like the new phone I can return it within 14 days as part of "The Worry Free" program. I asked the sales person to tell me specifically what my costs and obligations will be. Three days later I attempted to return the phone because it did resolve my technical problem. I found out the sales person who sold me the phone was out of town and had my phone in her backpack. I would have to come back Monday. So I returned on July 9, 2018 I returned and was informed by the same sales person who sold me the phone, that I will not get refunded the $121.67 that I paid for taxes, set up fee, and difference I owed after promo buyout is applied. But in fact will need to pay another $99 to get my old phone back. I was stunned because it was never stated verbally nor is it stated in the contract they make you sign (even though Verizon and Cellular Sales admits this is standard operating policy), that a promotional buyout cannot be reversed. The position of the salesperson and a manager who happened to be in the store, was that this is how it is, pay the additional funds or keep the new phone that I did not want. This added to my upset even though they admitted they were in error for not informing me of the policy. I was there from 10:30 to 2:30 trying to resolve the issue. Their basic response was this how it is, if I don't like it call Verizon Customer Care, Cellular Sales cannot do anything. Next morning, I ended up calling Verizon Executive Costumer Relations. We scheduled a call at the store for 10am that day, so we all could discuss the situation. Verizon Executive Customer Relations insisted they refund me my money and close out the contract. They were negligent when they didn't give me all the information to make an informed consent, but they still refused. So Verizon Executive Customer Relations went ahead and credited me the buyout amount and told them to refund me the $121.67 which included $63.65 in taxes (It is illegal to keep tax money when merchandise has been returned). They still refused. In fact the sales girl suggested that since Verizon Corporate paid for my buyout that I should not worry about getting the tax money back. I try to explain the two are not connected and it is illegal to keep the money, but they still refused to refund me the tax money. So now Cellular Sales has the $200 buyout money from LG, my $101.67, my $20 cash I gave them for the difference I owed on the buyout and the new phone that I returned! But there was a problem here as well because Verizon Executive Customer Relations said I only owed $199 and wanted to know how they determined I owe $220? They never gave Suzie a clear answer even though she asked several times. Where is my $20 cash going to? They said I had to pay cash for the difference owed since the LG promotion was for only $200???? I noticed later that the payment of $20 cash was not noted on my receipt. This is not the first time I have had difficulties with Cellular Sales via their Verizon indirect stores. In 2016 I came into their store on 6810 Bandera Rd Ste 3, in San Antonio. I was told that there was a promo on their LG iPad. If I pay $50 today and get signed up I would be mailed a $50 gift card after 60 days so you basically get a free iPad. After 4 months I did not receive card. I called the store and they said they would check. No one got back to me. I ended up speaking to 6 different people including, Managers and Assistant Managers over a 6 month period. I was finally told it was mailed to an address I never heard of. Their attitude was we tried even though it was supposedly mailed to the wrong address. They even insinuated I was lying about not getting it. I said look at my records. I have been with Verizon for 20 plus years (in fact they are the only cell phones service I have had...so much for loyalty!), where do you find the address the card was sent to? It took 8 more calls before Cellular Sales agreed to mail me a check which I did receive. It makes you wonder how many others have had similar experiences. It felt like if they make it difficult or never return your calls you will go away. The next experience I had was the indirect store in Kerrville. I came in to get a new phone in October of 2016. They suggested the Moto Z. I specifically asked if this style Android phone has the same robust operating system as the LG I now have. read more