I have been a verizon customer since 2007 carrying 4 lines. Literally spent $10,000 in this time frame. I ask if I can close one of the lines 14 days before its renewal date, and they wouldnt even consider the notion! The gal that helped me is in bad need of a makeup tutorial, that right there made my confidence in her plummet. not sure why i even gave her or verizon a chance to win me back. She was well rehearsed in her speaking points regarding cancellations/upgrades etc. But didnt care at all when I asked her how much it would cost to close all 4 lines. Obviously did not care to retain longtime, loyal customers. it is worth every sent, paying the cancellation fees to get out of the grips of verizon. so done with them! read more

Katie and Dare helped us we had a lot of questions and things to go over. We have a business and needed to work on a lot of options. They were both so very helpful and had great customer service! Thank you both! read more

Always greeted at the store with a smile. Although the wait can be long, if you make an appointment online, you can shorten your time significantly. The representatives that have helped me have always been knowledgeable and extremely helpful. You should always ask questions about contract extensions and additional fees to make sure you are on the same page, but I have always left knowing exactly what was up! read more

11/25/14 My husband and I went in today to upgrade my phone. We were a little scared to go into the store after reading the prior reviews. We hit the "LOTTO" when we got Zac Marshello. He took time to explain all our options with our phone plan and explained my new phone. Went in at 1:00 p.m. and made a appointment for 4:30 the next day to pick up the phone Zac was shipping from another store. Zac called me back a short time later and told me they got in a new shipment and made an appointment to come at 6:30 p.m. that same day to pick it up. Zac should be your poster guy for Verzion Service!!! read more

You think Verizon would read the reviews and try to correct the problem. I've been waiting for ever!! Should have read all the reviews before I came to this location!! You can add my to the list. read more

It really bothers me that I have to write a review on this company after I gave it a glowing review back in 2015. However times have changed and verizon needs to rethink itself in some matters. With T-mobile and At&T closing the gap on coverage and customer service Verizon should start thinking about helping there customer save money not blindly take it from them. I dropped into the Smithridge store thinking about doing an upgrade to my cell service. AKA, another phone. So after waiting a bit I decide to try out the LG G6, mind you I have an LG V20, very close to the G6. Now Shar helped me out with the checkout and she did tell me that I had 14 days to try it out and there would be a 35 dollar re-stock charge if I brought it back. I have never liked or agreed with the 35 dollar charge. What is so involved in wiping the phone clean and putting it back on a shelf. Anyway I bought the phone on 5/19 took it home and realized that it was no better then my LG V20, and brought it back in the morning of 5/20, less then 24 hrs. Lee helped me out. I found this guy to be rude and very short with me, kinda like, Wadda Want. I told him I found no difference in the two phones and wanted to return the LG G6. Now I had not eve taken the plastic off the phone yet, and I reset it as well and was charged 35.00 dollars. I asked if they could give me a break on the re stock fee after all I have been dealing with Verizon for over 15 years. He said no, I explained that I had not even had the phone 24 hr, he still said its company policy. I asked him ok, what do you do for the 35 bucks your keeping from me to re-stock this thing and he would not tell me. The root of my review here is that this is an outrages fee to pay for nothing, and the state of Hawaii does not allow it. Nor if you buy on line is there a restock fee. Listen up Verizon, the other company are gaining ground on you and as soon as I'm done paying off my phone, I'm leaving, where I can get free unlimited data and other perks that you dont offer. Sincerely Tony U read more

This place has the worst customer service think about just canceling and going somewhere else !!!! The only reason for one star is It won't let me do blank !!! read more

Verizon cell service is the worst! I live less than 2 miles from their Smithridge store in Reno and cell calls at my house get dropped 99% of the time. I paid $250 for a booster (I've heard they give them away free now :-() and it did not help one iota. They don't seem to care. read more

If they had zero stars I would give it to them. I came in trying to simply port (switch) my AT&T number to my Verizon iPhone I had bought. After driving to the summit store and them telling me they couldn't do ANYTHING for me because they weren't a "corporate" store. I come into this store, tell them the situation, and they tell me they can't port my number unless I* have another nano SIM card. Because they had no new iPhones to take one out of, or no nano SIM cards. So I drive all the way to the apple store, grab a nano SIM card, come back down. This time I get a different person and she goes "oh okay here you go, we don't need this nano SIM card you just brought"... Such a crappy experience, horrible customer service and the employees don't care at all. I probably saw 4-5 employees sitting there texting on the floor, and about 3 phones go off behind the counter, as if they have to keep their phones on loud, let alone out in the open!? Ridiculous. It really ruined my experience as a brand new customer and will in turn go to Apple for any future carrier needs. read more

This is the only location where I have received the WORST customer service. I had gone in a week and a half ago because my phone was not holding a charge. I told this to the lady who "helped" me. She said nothing was wrong with my phone and just sold me a new battery. Well I KNEW there was something wrong with my phone.My charge port is messed up like I was trying to tell the lady to begin with. I have been down this path before with my voyager. Every time I charge it says my charger is not compatible with my phone when its the one it came with. It said this with the battery I bought and my stock battery. I had to go back in yesterday and do it all over again except this time the guy that helped me is having a new phone fed ex to me. Why is it they do not have phones in store to switch out? Most of the other phone companies switch you out right there. And I returned the battery but the guy was an idiot and could not get the money back on my card and would not give me a cash refund even though I had the card and receipt present so it was credited to the account. I did not want that. This makes me mad that I have to wait for a phone and have my phone die on me in the mean time. I'm really thinking in a few months of going to sprint with my fiancee. its a cheaper plan and better phones and BETTER CUSTOMER SERVICE. This is the second time I have had to get a replacement phone since being with them for the last 3 years. I'm not happy. If my new phone does not work right after all this I will leave verizon. I can't keep getting replacement phones all the time. So we shall see how the new phone does. read more

If there was a way to leave 0 stars, I would. We went there post surgery because my son was beaten and robbed and Bruce sent us out the door to do the insurance claim online. After 2 hours of online frustration we went back to ask for help. The affidavit form they sent us out the door to print, sign, and fax was in their office the entire time!! Thank goodness Hector was able to help us. We did everything in just a few minutes and uploaded everything at the store. Hector, the 1 star is only for you. read more

I went to the verizon store today because my phone is completely broken and I needed new phone as soon as possible and the people who worked there refused to help me because my name was not on the account. The account belongs to my father who once worked at verizon and told me himself they should help you, he recommended someone he knew who worked there and they not only refused to help they refused to let me work with the person I asked to be helped by also they when I asked if they could call father to they refused and even told them I had the account password but still they would not help me. I get that they say it is liablilty, but it is not practical when I have problems with phone to where I can't call anyone and my father are going to living in a different state, not just a different city. read more

Came in to see about upgrading my phone. Found out wasn't quite due for one, but Scott totally turned my frown upside down and helped me achieve getting a new phone with NO money down TODAY. Yes my bill went up by a few bucks, but it was totally worth it to get the brand new phone I got. Thank you so much Scott!! I will continue to love Verizon now and be a loyal customer because of you!!! Seriously go here and see Scott!! You will not be disappointed in the end. Not only is he super funny and knowledgeable, but he definitely knows how to make you happy when you leave. ALSO!!! Was waited on right as I walked through the door! He was happy to help. Thank you! Thank you! Thank you! read more

How can I give a Negative score? I first called the Smithridge Verizon owned store, was immediately placed on hold. I continued to hold the whole time that I drove there (20 mins.). When I walked in the store I was told my wait would be 45-60 minutes! There were 3 employees in this entire Verizon owned store and only 4 customers in the entire store! I immediately left and drove to the Sparks Verizon owned store (near Costco). There I was immediately helped. I was pleased to see the Sparks store was well staffed and nicely laid out. read more

Went in to look for a specific phone case. As always: you feel bombarded by the staff when you walk in and feel like you have to tell them why you are there. I found the case and asked a male associate if they had any others. He just shook his head and said no. Didn't even attempt to check in the back for me. A majority of the male associates here have a cocky attitude and act as if they don't want to be bothered. Not too good of customer service for the area's main store. I would rather go to Best Buy for my cell phone needs or out of town. Never going back there again! read more

Every time I've gone in for any assistance for various reasons, the staff have always been SO rude! Between being extremely unhelpful, and having unnecessary attitude, I don't know which is worse. read more

Customer service is horrid! I am a long-time Verizon customer, and this is the worst place I have been to. I went there recently to change phones and the greeter did not even acknowledge me after walking in. I had to find the greeter so I can get in line for service. After an hour, I went back to the greeter to inquire when my turn would be next. The greeter looked up my name and told me I was up next. So I wait and waited. I noticed three other customers that were waiting after me were being helped, but no-one rep came over to assist me. So I went back to the greeter and inquired...guess what....the greeter told me that he could not find my name on the list! He did not offer to have someone help me after waiting 2 hours in the store. I wasted my time there. I am definitely considering switching to another carrier after my contract ends. read more

First off let me say that I love my service with Verizon. However, I will never go back to this location! Every time I have been to the Smithridge store I either get horrible service or some guy with an attitude. If you want great service don't waste your time with the Reno store the drive to Sparks is well worth the 10-15 minutes. I don't know if these guys sit around thinking of smartass remarks or if they hate there job so much they talk to customers like their stupid. My interaction today was with some guy that couldn't give me a straight answer. I asked how much the phone was and his answer "15 times 24 ma'am" ok that's fine. I took out my calculator and figured it out myself. I asked about the deals they had currently and again no straight answer. I asked for the new IPhone 7, and then I said "the phone is waterproof right?" I love his response because I could tell he had thought about this one for a long time and was very proud of what he had come up with "Nothing is waterproof only fish Ma'am, its water RESISTANT". His tone was condescending and frankly who needs it. I left the store without upgrading drove to the Sparks store and got it done with Cesar. Like I said the customer service at this location is seriously lacking!!! read more

They work on commission, so they push every possible item on you. I bought 2 new iPhone 6s; I was told how to transfer data from old phone to new phone. They didn't tell me but the instructions were only for transferring contacts. It goes without saying that a person wants to transfer ALL of the data from one phone to another. I drove all of the way back the next morning and was given written directions for transferring all of the data (I should have been given that the night before) but that the best help would be found if I signed up for the $16. Verizon coaching service. They failed to mention that it is $16. a month, not just a one time fee. So they make a $192. a year service sound like it's $16. I had to ask before they told me the entire cost, but was told that I could cancel after the first month. On the instruction sheet for transferring data, it says that they will transfer your data for $10, but I wasn't given that option either. They had a mini iPad on sale for $100. so was going to purchase one. At checkout, I found out that I had to pay $10. a month connection fee for 2 years to get the $100. iPad, so I took that off of the bill. I had told them that my husband wouldn't activate his phone until the following week; they turned off his old phone anyway without our knowledge and without the proper instructions to transfer data. Without the proper instructions, how could we even get our phones up and running before they cut off our old phones? My husband was away from home, needed to reach me and others and couldn't. If I had been told that his old phone was going to be turned off, I would have known and waited to purchase his phone, or at least told him. The store manager called when we responded to their inquiry about our experience. She listened to all of the problems and apologized, saying that, when I came in, to ask for her and she would try to help me with the accessories I wanted to return, seeing if she could price match what I had found online. (Really, they will try to price match if you complain, but charge you ridiculous prices if you don't.) So I went back to return those items that were extremely expensive compared to what I could get elsewhere and was told I was 11th in line and needed to wait my turn. I explained that it is really difficult for me to get out and that I just wanted to make a return without waiting for all of the people who needed to purchase phones....just make a simple return. Another gentleman was standing at the counter also, wanting to buy a screen protector. They would not wait on him until all 12 people ahead of him were taken care of. He would have been there 1-2 hrs. to buy 1 item. He and his daughters are from out of town, had to get on the road and just wanted to buy one thing...but, no, he had to wait for 12 other people to be served. He left, disgusted. I asked 4 people for help, including the manager with whom I had spoken on the phone. She told me that she didn't have anyone to run the register and that I had to wait. I asked another clerk if he could just do a quick return and he said that a return can take 10-15 minutes. Oh my, they must have an inefficient system to not be able to return 5 items in less time than that. My husband's phone has a volume problem and I really hope that they will be able to resolve the issue or replace the phone. Most of the employees there sound and act like robots, spouting the same excuses for why they can't help you, with never a smile or an "I'm sorry". I was told that I could go to the store in Sparks, 20 minutes away, to get my refund, or come back. They need someone who can stand and check people out, like a regular "store" does but that wouldn't fit into their commission system. I explained to the manager that their clerks are much more interested in getting you to buy as much as possible to increase their commissions than they are in providing customer service. I also stated that they all do this everyday and, thus, assume that you know everything as well...such as how to transfer data. After getting this refund finished, I won't go back to this store. One would hope that spending about $1800. on new phones would be a fun, pleasant experience but that has not been the case. Apple employees are not on commission and, in my opinion, give much better and more complete service. I went to Verizon in order to make adjustments on my account while also getting new phones, but regret that I did. One other thing is that Verizon has reduced their monthly fees by half but you don't know about it unless you ask. They don't tell their faithful customers about fee reductions, or automatically apply them to your bill. You have to ask to receive them. Really??? I appreciate the reductions but I think it's crazy that you have to call periodically to be sure that you are getting the best price. Ouch!! read more

I honestly have nothing good to say about this store, and not sure I do about Verizon in general. Spent 2 1/2 at the Apple Store trying to upgrade my phone through my Verizon account that I have had for over 6 years. 4 attempts later with Apple being on the phone with a Verizon middle man, and still no new phone, was sent to this Verizon Corporate store. Already tired, weary and extremely frustrated, I was greeted by a Verizon employee after I walked in the door. I tried to express what had happened at the Apple store and the employee was like a robot...didn't listen, only focused on getting my name to type into his stupid tablet, and refused to answer any simple questions on why Verizon couldn't complete my transaction at the Apple Store, if they had the exact phone I was seeking and how long it would be before an employee could assist me. Then as I stand there waiting AGAIN, no eye contact from any of the employees who in my opinion just stand there with a lazy power trip on their electronic devices, a gentleman walks towards the door to leave, looks at me, and says, "Yea, they told me 10-15 minute wait, and I have been standing here for over and hour!" At that point, after my wasted afternoon just trying to buy a damn phone, I am beyond irritated. Then a Verizon employee turns to me and says, in a complete snotty tone, "Um excuse me, just so you know that man has only been here for 23 minutes." The complete arrogance of this store and its employees is beyond me. Has our world seriously lost its mind? Customer service in this store and in this industry is non existent and I will never set foot in this Verizon Store again! read more

I went in there for help with my phone, they had only one employee actually helping people, while three other workers were standing around chatting and playing on their phones, I was there for 20 minutes and not a single person there came up to even see what I needed help with. read more

How is Lee still employed with this company. I have had him twice and each time he has been condescending and rude. Example of what not to say as a person in customer service..."Are you going to keep talking or are you going to let me tell you why I can't help you?" Definitely didn't let him explain. Lee lost out on the commission of updating three phones because we went to the Sparks location. I recommend making the drive out because you don't have to worry about rude reps. You get to deal with people who understand customer service. read more

I really wish I could give this store less than one star. The first girl was ridiculous. She started off by directing me to the 6s, when I told her I wanted the 6. I then told her that I had called Verizon earlier that day, and I spoke with someone who waived my upgrade fee. (I've been with Verizon since they were PacTel) She then told me she was going to get the manager. Needless to say, I waited for 20 minutes for the manager. When he finally came out to assist me, he had no idea what I was there for. He was rude for the start. He instantly gave me this take about how blah blah blah, they have many customers who have been there for years, completely negating the note. He then told me, "we don't care how much you pay. You're going to pay more either way." I have been a Verizon customer for over 20 years. And I'm going to shop for a different plan. Worst customer service I have ever experienced. read more

If you want NO service, this store will live up to your expectations! I bought a flip phone from there and tried to return it 33 days later. Sometimes when I opened it it use, someone else was already talking, it was like a party line. Lee opened it and no one was talking. He was too young to know how a party line works. Also the phone would just go to voice mail and not ring. I called tech support and they could not fix it, so I drove 190 miles to return it. If I could heard half of someone's conversation, it seems like someone could hear half of mine and I'm in the security business. The Smithridge people Lee and Ivan would not exchange the phone and said I would get another by UPS the next day (Sat) actually arrived Tuesday. They said I could add my 800+ contacts myself or bring it back (190 miles) and they would change them over. They said there was no one else to talk to and that was that. They would not go in the back and just get me another phone. That was against company policy. The next week I brought the two phones to Verizon Wireless store at 961 Topsy Lane in Carson City. There, Savanna the Solutions Manager and Yesi the Solutions Specialist were able to actually dial a number and up grade me to a iPhone 7. Without a doubt they were there to help. They even downloaded all my contacts. I had lost faith in the flip phone and wanted the better security of the iPhone 7. Ivan Solutions manager at Smithridge had told me I would have to pay for the non-working phone if I wanted to change over. I later found out was BS. So if you are looking for a hard time with no service Smithridge in Reno is the place. However if you need help and friendly service TOPSY LANE is the ONLY store to go to. read more

I purchased my Pixel in November of 2016 from Verizon. I was not aware of the microphone issues at the time. On February 26th, 2017 my microphone ceased to function except when on speaker phone. I have spoken with Verizon and Google regarding this and both confirmed a known "product software defect".  Both companies have made no effort to contact owners of the Pixel to inform them of this defect and neither will replace the phone. Their policy is that if there is any damage to the phone warranties will not be honored. I have a small crack in the upper right screen and this has given them the ability to get out of doing the right thing. Fortunately I have insurance on the phone with Asurion and have filed a claim. Unfortunately Google has a supply issue and cannot to date supply phones to Asurion to meet my claim. Google does continue to supply defective phones to Verizon to sell to new customers and Verizon continues to sell these phones and not reveal the product defect. Shame on both these companies, they have no integrity. After this experience I'll be taking my business  elsewhere. read more

When my phone died, I decided to switch to Verizon and went into this store last month dreading having to purchase a new phone and plan. I'm not very tech savvy and hearing the horror stories of pushy sales people and the skyrocketing cost of phones left me depressed about having to do this necessary errand. When I first walked into the store, I was immediately greeted by Scott R., who was standing right at the door waiting for the next customer and I thought "Oh boy, here we go...just like stepping onto a used car lot". He started in on asking me questions, mentioning credit ratings and I stopped him immediately, explaining that I was not here to buy an expensive phone, I just needed a low cost phone and a low cost plan. Scott immediately switched gears, remaining very cheerful and helpful (I thought he would get irritated by having to help a cheap, ignorant customer). He took his time in answering all my dumb questions, let me take my time making a decision and got me taken care of quickly, but without making me feel rushed (the store was pretty busy at the time). I so appreciated his help, I got just what I needed and I literally left the store with a smile on my face. read more