I spent over five hours at this location the day before we were set to leave on a two week family vacation, and it was one of the worst, most dishonest experiences I have ever had with sales and customer service. I was misquoted at multiple points during the experience (for actual hours of time, only to have to start completely over when it was identified by a manager passing by) and even had things added to my account that I stated I didn't want or need and never agreed to -- the sales person upgraded my plan as I was purchasing a new phone, and despite me saying I didn't need to upgrade my plan, I later found that my plan had been upgraded anyway. When I noticed the plan upgrade on my app, as I was waiting for the other device activities for our account to take place, he insisted he'd discussed premium data, and I'd said yes. What I'd actually done was explicitly state I didn't need a plan upgrade or the additional features, but I'd nodded my head and said okay in understanding when he'd discussed it. When I directly asked if he'd change my plan on his end, he became smug and told me that I'd agreed to it, at which point I told him that simply because I signed for the purchase of the device didn't mean I'd agreed to an upgrade. Otherwise, why would it be a shock to see on my account less than 5 minutes later? The manager came and sent the rep to the back after our discussion became noticeable to others, and as I watched other customers being assisted, I realized that he'd failed to show me the final screen that would have explicitly stated the changes that were being made to my account, and I simply thought I was signing for the payment of taxes on the new device because he'd taken my card to pay for that at the same time. There were so many other issues that occurred throughout our time there (again, this turned into 5 HOURS in the store!) as we worked to accomplish very basic tasks for mobile phone carriers (transferring lines and purchasing new devices), to the point that I was still communicating with their manager the next day. I asked the manager no less than twice for the contact information of their regional manager or their next level of leadership beyond the store and never received that information either. Steer clear of this store. I am still working to undo some of the things that occurred that day, well over a month later. read more

They are friendly but beware, since they will openly lie about cost and will add things like Verizon Protect without asking. I left today with was I thought was free Hulu (it sowed up as $10/month; the salesman had outright lied) and Verizon protection ($19/month). I'm glad I looked over my bill carefully. read more

Possibly the worst company to get any assistance for your account or phone. Calling customer service is a nightmare. Going into the store is pointless. Called customer service, it told me they were too busy and to use live chat. Automatically hangs up on you. Tried live chat and it responded by saying call customer service because it was as too busy. 3 days of bullshit. read more

I am rating 5 stars only because Khi was AMAZING he made me feel really good and secure about my decisions. He was kind, friendly and polite. He deserves recognition for the service given to me today. read more

Lie #1 - "Verizon no longer offers two-year upgrades, you have to switch to paying the retail price of the phone or pay monthly for the upgrade." My reply: "That isn't true, I talked to them on the phone today." Lie #2 - "Well, you can still do it online, but it will still end up costing you the same if you pay $25 per month for two years or do the upgrade online." Truth: that's a lie. That would have come to $480, and the online upgrade would have cost me $199 (for a V10). Then I went home, went online, and couldn't get the website to let me put the one-time payment in my cart. Vexed, I finally went to Best Buy. At Best Buy, I upgraded to the V10 with a two-year contract renewal for $150. Then they gave me a $100 in-store rebate coupon for activating in the store. My total cost? $50. $50. If I'd done it in the store, it would have cost $520 (with activation fee). If I'd done it online, it would have cost me $239 (with activation fee). Doing it at Best Buy? $50. If you ever buy anything at the Verizon store, you will have done so after having someone lie through their teeth at you because that is literally the only way they can compete with the other retail options for the exact same product. They will lie, lie, and then lie some more, and they won't feel like crooks - because you were the dumb bunny who walked in there to do business, which isn't their fault. It's your fault. You're the one who doesn't know any better than to do business with them, which you would know if you read Yelp, or did your own research online. Which... You do. Because you're reading this. So just go to Best Buy. And pass it on. These people are fleecing hardworking men and women and families out of HUNDREDS of dollars with every transaction. HUNDREDS. It's obscene. read more

I would give this business a zero if I could. They know what their doing I'm sure but come on two employees with seven people waiting. That's cutting the corners a little close on overhead. Bad for the Verizon image. read more

I am furious at this Verizon Wireless store. I have been to excellent VZW stores (see: my review of the Santa Barbara, CA store) so I expect better. I will start with my most egregious complaint, then detail the rest of my problems. I have had an unlimited data plan from Verizon since 2010. I know that they no longer offer new customers unlimited data but my understanding was that existing customers can keep it (if they specifically ask). During my upgrade, the associate who was working with me (I believe his name was Adam) asked if I wanted to remain on my 2GB data plan. I told him, no, I have an unlimited plan. And he said, "Oh, ok, I see that! You've got it." So I walked away assuming I was fine. Flash forward to a few weeks later, and I get my bill which says I have 2GB of monthly data. What? I called Verizon to find out what was going on. They told me there is an unadvertised deal where if you trade in your phone within 2 weeks (I traded mine in day of), and ask to keep your unlimited data, they will do it. After 2 weeks you're SOL. I said that I asked to keep my data AND gave up my phone, and this still hasn't been fixed. The Customer Service rep I spoke to on the phone was excellent and filed a few complaints for me, and I'm waiting to hear back. But she, like me, was upset that my Sales Associate basically lied to me in the store. I am furious to have lost my unlimited data because of an inept Sales Associate. More issues- The day I went in was a very busy evening and I believe they were understaffed. As a former retail worker, I know how frustrating that can be, but you gotta work with what you have. When I walked in, all 3 Sales Associates (SA) were working with customers. No one greeted me and no one told me I should sign in. Fortunately, I've been to VZW Stores before and know you need to sign in, so I did. Other customers were not as in the know as I was and many did not sign in. This caused some confusion when they were to call the next person when the SA would call a name and someone would say "I was here first!" I don't think customers should default know to sign in, especially potentially new Verizon customers. Once while I was there (waiting for about 1.5 hours), a SA sort of casually said "Have you all signed in?" and the 8 or so parties waiting looked at each other. He then said "Well you all basically know the order you came in, right?" which I think is a terrible thing to say, because why should they/we have been paying attention? I think only one person ended up cutting in front of me, and he had a smaller issue than purchasing a new phone, so I didn't mind too much. While I was waiting, one SA (not the one who worked with me) took a call from a customer. The SA was incredibly rude to the customer on the phone, yelling in a really unfriendly voice "I DON'T UNDERSTAND YOU." and it became clear that the customer didn't speak English well, but that's no excuse to yell and then roll your eyes in front of a dozen customers. I walked in knowing I wanted 1 of 3 phones and was looking for a SA to help me decide. I asked my SA (Adam?) for advice and he barely seemed to know or care about the phones I was asking for, even though they are all pretty new, top models. I was upset that be barely seemed to care about my interest or the phones. I know that part of the deal of buying a new phone is that they have to try to sell you accessories. I wanted exactly 3: screen protectors, a case, and a car mount that is not model-specific. The SA asked if I use my phone for music and I said not really. He came back out with the screen protectors and car mount as well as two $100 speaker sets. He said that since I listen to music on my phone, I might be interested in some speakers. So clearly, he didn't listen to me at all. Then when we went over to pick out a case, he asked what I was looking for. I said a basic, simple, rubbery one. He pointed out one that came in purple and pink. I said "Oh! I like purple, that's perfect." and picked it up. Then he said "It also comes in blue and black" and proceeded to look for those. I said "No I'd really just like the purple one." though he kept looking for the other colors, and then tried to upsell me an Otterbox. I just got the purple one in the end. Obviously. I felt that he really never listened to what I wanted, which I find disrespectful. When he brought out the $100 speakers, he mumbled something about saving money and spending it on speakers. I had no idea what he was talking about. It took him 5 minutes to clarify that because I was trading in an old Motorola for a new Motorola, I'd get $100 off (Motorola only deal) and since I was saving $100, I might want to spend it on speakers. I suppose that's a somewhat valid assumption, but he first presented it to me in a way that suggested I'd only save money IF I also bought the speakers. So that was misleading and unclear. I did not buy speakers. I took the $100 discount. I will never return to this store. read more

Beware doing business with Verizon - I've been a long term customer of Verizon for over 5 years. They have provided quality coverage and no real issues over this time. Recently I went to move off my family plan into a single line. After explaining my needs to the associate I was stunned when I was told how much my payment would increase. I thanked them for their time and went home to review the information they gave me. Next I called the 1-800 customer service line. They proceed to explain to me how my payment should remain the same over a two year contract if I decided to move into my own plan I would just have less data and I could upgrade my phone as my contract was up. I was delighted and headed back to the store the next morning to renew my contract. The associate I met with next explained that this was impossible and my payments would indeed increase... But not as much as they told me the first time. (This was for the same plan as I confirmed this.) Confused I proceeded to call the 1-800 line who assured me 100% that the same payments with a new contract was possible and that when If I returned to the store the notes would be made on my account. I did confirmed the details to make sure I understood the plan offering again. The employee this time explained that the contract was for a 12 month rate at my same payment and then another 12 months as an undisclosed payment. ***They couldn't tell me what I would be paying on a CONTRACT in 12 months because promotions change.*** After calling the 1-800 line to Verizon the employee spoke with them and said he would be happy to set the contract up the way they were requesting but wanted them to provide me with some proof that I was contracted for the full 24 months at the price and not the 12 months. ****The Verizon customer service number stated to us "I cannot garuentee that the payment will be the same after the 12 month point because I cannot predict the future."**** After visiting the store three times in one day and calling their 1-800 number five times they wasted hours of my time misleading me. I am not saying that this store was 100% the issue. However the three different pricing they gave from for the same plans concerned me. read more

This Verizon store is absolutely awful. I am here for the summer and went in earlier in the summer for a case and screen protector. I got a case for my brand new phone and thought all was fine. My less than two month old phone stops working. I went in on Saturday to try to fix it. They tried factory resetting and nothing. It was Memorial Day weekend and told me to keep letting it try to reset and if it still was not working to come back the next day to order a new phone because it was still under warranty. I come back in and alert them that it is still not working and reminded them that I leave Kansas at the end of the week and a phone is a necessity for my air travel. Also if the phone gets here after I permanently leave Kansas it is of no use to me. I am ASSURED by Josh that if it is ordered right then (Sunday) that it will be there by Wednesday at 3pm. Representative Graham says he will contact me when it arrives. Wednesday at 3:30, I still have no response so I go over to the Verizon store. They look around and are baffled as to why it is not there. They check the tracking and it says Thursday at 4:30pm. I leave VERY early in the morning on Friday. I remind them of this and all they say is that they have already made exceptions for me (in spite of stores in NY allowing exchanges in stores and this store not) and nothing more can be done. I ask what if it does not arrive on Thursday when I leave very early on Friday. They say they will "Cross that bridge when they come to it." It is absolutely despicable to be lied to and to have someone have no empathy for the fact that the practically brand new phone you got from them less than two months prior isn't working and the replacement is taking almost a full week to get here because it sat for 24 hours in Texas. 4 days from TX to KS is ridiculous given that items get from CA to NY faster. The representatives I spoke with were unhelpful, rude, and do not deserve to be working there anymore. read more

I would like to thank the employees at this location for being so incredibly kind and understanding when we came to your store earlier this week to cancel my father's phone plan. My mom and I really appreciated your handling of this matter. Thank you! read more

One worker at this store is absolutely atrocious. He knows nothing about the store's policies and will walk away from you after giving you no help and providing you with false information. After throwing a minor fit and speaking with the GM and another associate, our service was great!!!!! Just have to make sure you're talking to someone who knows what they're doing. read more

The Verizon Store in Lawrence is like going to Walmart. There are VERY FEW people to help, plus they put you on a waiting list which is usually a long wait. I went to the store to purchase a new phone which had already been paid for and they wouldn't give it to me unless the card holder was present. This is store policy. **Never purchase an Apple iPhone 6+. I purchased 2 and had warranty plans and both crapped out on me. They wouldn't replace the phone. They slam you with fee's. Plus, they are quick to advise you to purchase add-on's or upgrades. I would say this store is comparable to going to the Sprint store in Leawood. Lots of customers but no help. read more

After going to multiple Verizon stores, this one stands out as top of the line. Sean was especially knowledgable and helped with a problem on my phone that both Apple and other Verizon stores had not been able to fix. I was helped promptly and experienced exceptional customer service all around. Highly recommend! read more

Watch out for the Verizon Wireless Store Lawrence, Ks ! The sales lady and "floor manager" both were adamant that my loyalty plan contract renewal costs $100/mos for 2 yrs , despite 4 different Verizon telephone representatives informing me that day that this plan cost only $60/mos. The floor manager stated uncategorically that the Verizon representatives have no control over what he does in his store. The following day I went to Radio Shack who promptly got me the $60/mos plan with the Verizon Company telephone representative and charged $20 less for the I-Phone. See detailed summary below : On January 22, 2013 I went into the Verizon Wireless Store in Lawrence, Ks to purchase a smart phone loyalty plan that I had been offered by 2 different Verizon Company telephone representatives earlier that day. It was a contract plan at $60 per month for the two years, and both representatives told me that I could buy the smart phone and the plan at a Verizon Wireless Store. However at the Lawrence Verizon Wireless Store, the sales lady claimed that this plan actually cost $100 a month with a two-year contract. Later she corrected herself , stating that the plan was actually $60 a month but only for the first year, and then it increased to $100 a month for the second year of the contract. She adamantly insisted that the Verizon Company representatives were incorrect, i.e.after the first year , the contract required a second 12 months at $100 per month. ( I might add also that initially she was quite aggressive in her attempts to up-sell me loads of accessories, although I guess this is to be expected). I went home and called a third Verizon Company telephone representative who reiterated the same plan as the previous two representatives. Thus I returned to the Lawrence Verizon Wireless Store hoping to talk to another sales person. Unfortunately the previous sales lady got the "manager" who came over and informed me that I could not talk to another sales person, since the sales lady was entirely correct. When I explained the Verizon loyalty plan that had been offered to me by 3 telephone representative's, he categorically stated that the Verizon representatives were wrong and that "they have nothing to do with running my store". He would not call the Verizon Company and would not give me his name or card. His name tag only stated "floor manager" He also refused to put in writing the loyalty plan he proposed to me and stated that he didn't have any brochures about it. This manager's behavior was incredible and singular. The following day, I went to RadioShack on Kasold Drive to purchase the Apple I Phone ($179 instead of $199 at the Verizon Wireless Store). They set up the two-year loyalty plan with the Verizon Company for $60/month, instead of the $100/month demanded by the Lawrence Verizon Wireless Store . The Radio Shack personnel were helpful and courteous. read more

The employees were super friendly and I didn't have to wait to get help. Eddie was great! He helped me order a new phone online, backed up all my stuff to iCloud, and even helped me order a new case for free online through otterbox. Eddie is the man!! read more

If I could give these people zero stars I would just because of what I believe is their flagrant dishonesty and disinterest in living up to their promises. The whole story, while well documented is too long to tell here but the short version is that they gave us a written estimate of the rebates and credits we were to get for turning in our old iPhones, purchasing new ones and switching from AT&T and then proceeded to try to intentionally oversell a bunch of unnecessary accessories and when repeatedly asked, specifically representing they were not reducing the credits. In fact, once the phones were ported over and they totaled the invoice all the junk they were telling us was "part of the deal" in fact was being deducted from the credits. If that blatant misrepresentation wasn't enough then they told us the $100 per phone discount they quoted us on the price of the new phones expired two days before. Well I had to throw a fit to get the credits back and now they AND Verizon corporate have refused to give us the discount on the phones they promised EVEN AFTER a customer service representative at Verizon's phone bank promised we would be getting the refund. What horrible customer service! It's one thing to make a mistake, quite another to intentionally mislead customers and then refuse to correct the problem. I switched to Verizon after 12 years with AT&T because I was unhappy with some of their service coverage. They may have had some weak signals but at least they were always fair and honest. Do yourself a favor and find another carrier and store that will treat you with respect and honesty. read more

I was having problems with Verizon before I moved to Lawrence but luckily I met Jon Price who is a sales associate at the store. He talked to me as an equal and help me with my problems efficiently I am now remaining a loyal Verizon customer because of him. read more