Had a much more pleasant experience at this Verizon, at least the 2nd time we popped in. Of course on the first, we came an hour before close and were again directed by the staff member manning the front that we would not be seen today and to make an appointment for another day, can we come in during the day. We said no we work and left. It really depends on who you get upfront (aka how late they want to be there). We tried again another day probably around the same time and were put on the queue to be helped..it was still a wait, but at least we were not immediately turned away. Had a great sales representative (I wish I would have got his name) that was very transparent and honest in regards to the current promo, asking us why we wanted to upgrade and telling us that we should wait until Iphone 14 series comes out, because it would not be worth it for us at this time. I really appreciate that he was straight with us knowing this would hinder his commission. Only reason not a 5 is because of the first experience and being turned away. read more

Blake is amazing! He really saved me from a disaster with a Verizon (Victra) 3rd party store. He saved me $1000!!! Because the victra store screwed me over. THANK YOU SO MUCH BLAKE! I will only be coming to you now! read more

I came into the store yesterday because my phone would not turn on or take a charge. Curtis sat me down and began to diagnose the problem, as he was working on the phone a storm was rolling in and a tornado warning was issued! The manager approached me and said sorry but we need to close the store and my team and I need to take shelter. Me living outside of Lincoln had nowhere to go he generously offered me to take shelter w/ him and the rest of the employees. (fun group! lol) Thank you! As we were bunkered down Curtis continued to work on my phone, we got the situation resolved and I got a phone shipped out the next day. The storm passed and I went home but had a fun story to tell. Thank you all for the service but thank you more for being the the great people you all are! Ill be back... have my denim shirt waiting. haha read more

I now know what hell is like after visiting the store on pine lake road....was there for two hours to order a new phone and set up service....only to find that they cancelled my phone order after i put down a deposit...plus i am now paying double for my cell phone service than I was when I was on my daughter's family plan....and i don't have a new phone read more

Most important that we buy the phone and buy an insurance for $39.99and they show us the deductible which $29.99 But when I need it to repair the screen they told me you have to pay $200 So that a big scam the customers just to sing So I pay as insurance $39.99/6month $240 and I need to pay $200 deductible so I end up pay for the new phone . read more

UPDATE: The response from Verizon would actually mean something if they planned on fixing the situation. They'll try harder next time? I still have an unused $750 phone in my bag. If Verizon was truly concerned, the response should have been, "Please come in right away so we can get your phone working and you'll have a good customer experience". I don't get what's so hard about a company, who's making billions, to have decent customer service and when they do, "miss the mark", they actually fix the issue. Made an appointment to pick up my phone and get help setting up my new iPhone (I'm an android user). The staff absolutely refused to help me and kept saying the only thing they could do was hand me my phone as an in-store pick up. What was the point of making an appointment? She said, appointments were only used for billing and other issues. So, they no longer help customers set up new phones? She repeatedly said that's what online order and pick up was for, as she kept pushing my bag in my hand, so I could leave. Any questions even about billing was, I dont know, that information can be found online. Again. I made an appointment for a reason. Horrible customer service! Verizon should be ashamed of themselves. I'm now considering moving my 4 lines to another company... read more

I usually come in to pay my bill here, and the store is always so busy, if you do come in be sure to do so with lots of time on your hands. Every counter is always full of people, and most of the time its people who need help with minor things that they could have just called for or done online. Come on a weekday after lunch and you should make it right through. read more

We visited the pine lake store today to get my son a gizmo watch. We were immediately greeted by Tyler who is extremely helpful and showed us exactly what we were looking for. He was professional and did not try to upsell us on things we didn't need or want which I appreciated. We walked out only buying a $70 watch ( which is exactly what I needed) but he treated us with exceptional customer service as if we had just bought a very expensive phone . He even helped us get set up on auto pay so I'm wouldn't have to do it when I got home. We have a corporate contract with AT&T but if we didn't , I would certainly consider switching to Verizon. Thanks Tyler! read more

Worst customer service I have ever experienced. A sales representative was even yelling at an old man while I was in there about his bill. Breaks my heart that they can treat people this way and be in business. HEART breaking! read more

Went to Verizon at Southpoint today, asking for help on my new Samsung Gear circle wireless Bluetooth headset that I purchased on Amazon (verizon customer) Great Great customer service from the floor Manager Camilo to (can't remember her name she was new and very professional) to Jake, they all tried all different ways, to get the headset to sync with my phone. No go.. sent it back to Amazon today. Thanks for your patience and help. read more

They deserve 0 stars! Had been having phone probs & Verizon sent me a replacement. Went to store to have my photos etc transfered to new phone. Was being "helped" by Casey. Made sure he was VERY aware that the pictures were of my dog who had passed, & they were irreplaceable & l didn't want to do this if there was ANY CHANCE AT ALL THEY WOULD BE LOST! He told me l had to buy a memory (sd) card or they would be lost. I didn't want to buy the card because l have the cloud, but he said that didnt matter. He didn't know what he was doing, so he got manager, Kyle, to help. Kyle was having problems also, so l told them to STOP & call tech people for help. Kyle said "l'm as high up a tech as you can get & l'm not calling anyone." 2 minutes later, my pictures are GONE & l'm sobbing uncontrollably. One of them told me to stop being upset or else they WOULDNT HELP ME GET MY PHOTOS BACK! They did NOTHING to try to get them back! It was near closing time & they didn't want to do anything, not even help me set up the new phone! They left me sobbing my heart out in the parking lot with a phone l couldn't use. I didn't even get a "sorry" for the lost photos! And they wouldn't refund my money for the sd card l never wanted. I contacted the tech dept. when l got home & was told that Casey & Kyle had not done a backup to protect my photos from being lost, & the sd card was not only unnecessary but corrupted. My photos are GONE FOREVER. Now l am unable to get any kind of help from Verizon. The replacement phone doesn't work either & they come up with a different excuse every time l call. They tell me l'm not in their service area, which MAKES NO SENSE BECAUSE I HAVE LIVED HERE FOR 7 YEARS AND HAVE ALWAYS HAD A VERIZON PHONE! None of my neighbors are having problems, & they have Verizon also! Tonight my phone was down again, & when l finally got through to verizon l was left on hold for over 30 min. & then told in order to get phone service l was going to have to upgrade to a new, more expensive phone & pay a higher monthly bill. THE PHONE I HAVE IS ONLY 4 MONTHS OLD!! I refused & said its not my fault there is something wrong with their network, & if l need a special phone it should be provided free. They told me it is impossible for them to do that, and if l don't buy the phone they will refuse me service EVEN THOUGH MY BILL IS PAID!!!! l can't get any help from anyone at Verizon!!! Do not trust these people!!! They are liars & just want to gouge their customers for more money!! The really bad thing is this is my business phone, and Verizon is the only cell company that provides service where l work & live!! I am about to be left without a phone completely, and no way for customers to contact me!!!! This company DOES NOT CARE ABOUT THEIR CUSTOMERS AT ALL!!! I have been left with NOWHERE TO TURN FOR HELP!!!! read more

I went to purchase a new phone at this store. When we were helped the salesman asked what type of phone I was interested in and I told him the iPhone 8 Plus. Of course he tried to sell me on the iPhone X, which I expected and was fine with, however I still went with the 8 plus. He then tried to get me to switch to a different plan, but I want to go back and look at my old bills to see if it was actually a better deal before I agreed to switching plans. He then tried to sell me on buying an iPad and I again told him I was not interested just because I do not need one at the moment. I could tell he was getting a little frustrated by being rejected three times at this point but I simply just wanted the phone and to leave. The salesman then tried to sell me three different types of bundles but I am on a budget so I of course told him no. I can get a cheaper case and protector screen elsewhere. He then rudely told me in a snotty tone that my phone was all glass and that I needed to get it in a case right away. He then did not activate my new phone but told me he would send me a text message with a link to activate my new phone when I got home. He then treated me as if everything he said went over my head and asked if I needed a printout because it was "complicated" to click a link. After going home, my phone of course did not activate correctly even though I followed his specific instructions and I took it to another Verizon where they did this salesman's job for him. I will never purchase another phone from the Verizon on Pine Lake. read more

Chat start time Oct 28, 2015 2:30:17 PM EST Chat end time Oct 28, 2015 3:34:23 PM EST Duration (actual chatting time) 01:04:05 Chat Transcript info: Thank you for contacting the Verizon Wireless Chat Team. One of our skilled Chat Representatives will be with you in a moment Hello, my name is Patrick. I'm happy to assist you with your question regarding your device. How can I help you today? Patrick: Hi Coolbreeze! My name is Patrick (Feel free to call me Red). Thank you for trying chat out. How can I help out today? coolbreeze: Last evening I had a very BAD experience at one of my local Verizon stores. I was asked to leave. Patrick: I'm sorry to hear about the experience. Not something we ever want to see happen. We can file feedback on that store and something I can do for you. Or if there is something else, I can try and help with that as well? coolbreeze: They still have my broken cell phone. I do not wish to encounter any other activity with that particular store. I have been loyal since before the company was Verizon many many many years. Patrick: Thank you for being apart of Verizon. I'm not sure what you're saying by they have your broken phone? So I'm on the same page what's the phone number we're working with today? coolbreeze: The agent I worked with was patient, even though I was there from 6:10pm till 8:30pm. coolbreeze: The manager and two of his other agents were, rude, condesending, loud and totally obnoxious. Even the greater, met me at the door when I arrived and said "wow, I'll make sure you are waited on" "you have been here a LOT! coolbreeze: I have no phone coolbreeze: Patrick: TY! While I open your account (it will take me a second). I already have my supervisor with regards to what's going on. Patrick: I'm pulling the remarks and seeing what options we have. Patrick: I am sorry that you had that experiance. Patrick: I see you left the phones there? coolbreeze: thank you so much Patrick: You're welcome Patrick: Both of them that is? coolbreeze: neither phone worked and I was asked to leave coolbreeze: yes both Patrick: I'm trying to think of a solution for you to get the phones back. What's the zip code for your area? coolbreeze: 68516 Patrick: Thank you and checking Patrick: The only way to get the phone back at this point is to go into the store. Now since you did have this experience my best recommendation is to call the store and let them know you will have a friend pick them up if you don't feel comfortable. However I do see the manager left notes that you are welcome back into the store as well. Patrick: Do you know the name of the store? coolbreeze: Patrick thank you Patrick: Then I can find you another store in the area so once you get the phones you don't have to be in that store. coolbreeze: Southpointe mall verizon. I know where the other verizons are located. I wont go into that store, and of course am looking at other options. Patrick: Direct Channel Patrick: Lincoln: O Street (Store) Patrick: 5141 O St Patrick: Lincoln, NE 68510 Patrick: (402) 421-5480 Patrick: Direct Channel Patrick: Lincoln Crossing (Store) Patrick: 4740 N 27th St Patrick: Lincoln, NE 68521 Patrick: (402) 438-2834 Patrick: These are two corp stores. AT WHAT POINT DOES PATRICK ADDRESS THE MANAGERS ACCOUNTABILITY FOR HIS ACTIONS OR NON REACTIONS TOWARD HIS TREATMENT OF CUSTOMERS? NEVER! Patrick: Both that can assist with activation and troubleshooting phones. coolbreeze: Managers should NEVER be allowed to treat customers with disrespect and also allow other employees to do so Patrick: Let's do that feed back now about what happened there. Patrick: In your words tell me who you spoke with and what all happened. coolbreeze: thanks for looking. HOWEVER, now I have to let someone I care about be subject to the abuse coolbreeze: Do you want me to start it on this chat? Patrick: Yes please, I'll copy and paste it into the feed back. Our leadership takes it very seriously and will be looking to all that happened. Patrick: I don't want to change anything, that's why I'm asking about in your words. coolbreeze: Ok, here goes... Patrick: Thank you coolbreeze: Before I start, I am sure I left a trail of notes for you to look back on, as well as the amount of hours I spent on this one transaction.... Patrick: All the remarks and notes will be reviewed. It is now Feb. 6, 2016 nothing has been finalized, however, I continue to be harrassed with calls to pay a bill and the bill is now apparently $979.95. I am now a Sprint customer. Will pay $50 monthly, forever, but will NOT pay over $50. Oh, did I mention I was a customer for 18 years???? VERY APPARENT VERIZON CARES LITTLE ABOUT CUSTOMER SERVICE. YOU ARE SIMPLY A SMALL FISH IN A LARGE POOL OF SHARKS. CORPORATE SHOULD BE ASHAMED, BUT THAT WOULD REQUIRE THEM CARING ABOUT REAL PEOPLE. read more