Came to this Verizon retail store to upgrade our phones! Usually we have not had a stellar customer service experience at Verizon Retail stores as the sales person is always pushing stuff we really don't need and always seem to be in a hurry! This time I was proven wrong.... We were assisted by Carlie Padgett, who we had never seen before who was assigned to help us by the store manager! She was excellent from the very start! She even went the extra mile by filling out our rebate forms etc. She was most patient with us even when there were other customers waiting! I felt so guilty for the waiting customers I even apologized for keeping them waiting.... Thank God they were very nice when I apologized! There was a time when one of the Sales people came out of nowhere and tried to update us with a couple of "free" LG Tablets! Did not really work as we knew well there is nothing free at Retail outlet! I hope Ms. Carlie made a big fat commission check on her sale to us.... She certainly deserves it! If you go to this location ask for Carlie Padgett! Always look for Sales Person who are not pushy and keep the Customer needs first! read more

I went into this store several times this last week and would rate their customer service as well below average. Matthew was entirely too concerned with making his commission instead of helping his customers. When I told him I wanted the iPhone 7 plus, he spent 10 minutes trying to talk me out of it since he had the 7 regular stocked in store. Apparently "it would be impossible to find so close to the holidays" but it shipped and arrived within 3 days. Matthew never called to tell me it arrived, I only knew because I was tracking the package. Not only that, he insulted me as a customer telling me I was "being foolish" because I opted not to purchase a phone case or an insurance plan through him. When that didn't work he attempted to guilt trip me saying I was hurting him and he had kids to feed (I didn't think anything of it until I heard him use the same line on at least 2 other customers). That is very unprofessional in my opinion. Overall, my experience could definitely have been worse, but I went in knowing exactly what I wanted and got that in a very timely manor. I am extremely satisfied with Verizon as a company and the services they provide, just not the customer service at this particular location. read more

If I could give them less than one star I would!!! I am making it my mission to tell everyone I know not to EVER deal with Verizon Wireless. It is a VERY long and awful story, so I will spare you all the details, but the bottom line is, when we went to upgrade our phones with the Verizon store on Old Forest Rd in the Walmart shopping center, the store manager just outright lied to us about giving us a promo on the iphone 10 and lied to us about the cost of the phone and the monthly cost of our phone bill. Not only that, but she told us that the promo would not show up until the following month, so we would not even know this had happened until it would have been too late to cancel the service and return the phone. Also - she sold us the liquid glass that goes over the screen to protect it and told us that it would cost $36.00 but she charged us $50.00. When we turned the phone back in, she would not give us the money back on that even though it was her error. AND when we went back up to the store she never once apologized for any of this. If it hadn't been for us having a problem with our picture and video transfer and having to take it to get it resolved at a different store, we would have never known until 2 months from now. When reporting it to Verizon customer service and asking them to honor what the store manager had told us, they refused to help in any way. And the store manager at the Bedford Store told us we were not allowed to speak to the district manager and refused to give us any contact information for anyone with any authority that we could report this to. Also, he was rude when we called back the following day regarding this matter. Apparently Verizon does not value their long time customers. And apparently they will tell you anything to get you locked in. I strongly advise that you DO YOURSELF A FAVOR- STAY AWAY FROM VERIZON...THEY DO NOT CARE ABOUT YOUR BUSINESS! read more

so my 76 yo mother goes into the retail store on timberlake road with a question and problem with her older i phone and nicolas the "sales person" tells her its nothing he can do for her so instead of letting her go out the door he roped her into a wireless home phone,internet and cell phone bundle for a total of $206 and a 2 year contract...which she was on a prepaid plan to start with.she get all of this junk home and i turn on the jet pack, and just like the problem i had at my house next door and also returned the junk,it only had two bars of signal.i told her i had the same issue which slowed my internet down and could'nt stream movies and to take it all back.so the next day i drive her back up there but "vencent the manger" wasn't there so she had to go back today.long story short they charged her restocking fees for equipment she could'nt use and credited her back $42.all because these "sales people" had to make a sale when all im gonna do is take her to walmart for less than $60 and get her a phone that will work for her and get her back on her plan.....beware of the sales pitch they give and watch what you buy,they won't be any help after the sale. read more

I recently visited this store to upgrade a phone due to technical issues it was having. While the salesperson was nice and was having what he claimed was technical issues with their Verizon system the overall time it took to place this transaction was unprofessional and disrespectful to my time and money. During the time their system was having issues, the sales clerk was called behind the store's back door for up-sell coaching with the store manager - the salesperson would return to the desk and then attempt to sell me another service while they get try and get the paperwork processed. During all of this mammoth, time consuming technical issues and continued sale pitches the salesperson failed to mention that a $19.99 "Set up and Go Plus" fee was being charged to me for each phone (I decided to switch one of my Sprint phones to Verizon and upgrade that line). It was until I went to balance my account and look at the invoices and payments made that I saw these TWO $19.99 non-refundable fees on my receipt. I paid A Wireless $39.98 for anything but, "set up and GO". The store manager's response was that if I decided to come in and add another line they would make a one time credit for the $19.99 if I provided them with another opportunity. That offer isn't making right, that's simply saying if you'll spend your time with us to have you in here again for our big sales push and add another line to your Verizon plan we won't have you pay us $19.99 for it. Lesson learned. Kudos for getting people to pay to have their time disrespected and wasted while being sold to. Sadly, I feel bad for the energetic young salesperson that was a part of it because I'm pretty sure he's not yet aware of what an ugly practice this type of sales tactic is. Furthermore they aren't properly trained on how the Verizon switch over works and the directions I was given directly from the sales associate was completely erroneous and was meant to only push more sales for them. I had to find the information on Verizon's website to get the correct details to ensure I don't miss out on the switch over payment. I choose to go to this store because I thought it would be convenient and less time consuming than visiting the direct Verizon retail store in town, what a mistake. read more