The five stars are specifically for JOE. JOE helped my 82 yr old mother with her new iPhone upgrade. He made sure her phone was backed up, helped her transfer her data, even tried to recover a password for her. When she didn't know the answer to a question, they called me in Colorado. Joe's customer service and people skills are exceptional. She's had a complete opposite experience with another employee at that store and been given the full 'you're old and not worth my time' experience. It was an employee named YUHEI. He was dismissive, rude and made her feel very bad. He didn't see any commission so he wasn't going to 'waste' his time. read more

I wish Verizon would get it's act together when a customer dies. I tried closing down my deceased brother's account. Their online portal for doing this wanted my info, and it would not accept the request because my phone number(I have had for 20 years) was invalid. I called their so called bereavement line and they tried to do the same thing, but could not make it work. She told me to take an original death certificate to an "Authorized Company Store" so it could be scanned in. The closest one is 40 miles away. I get there and they try to do the same thing! Then they realize I am not a Verizon customer, that is why the system does not see my number. HOW STUPID!!! After that, they did not scan in the death certificate because there was "outstanding equipment." Why didn't the call service rep tell me this? I had explained that my brother was totally digital with his bills, and he left no passwords for me to access his computer. It is bad enough dealing with an unexpected death, but to be given the runaround like this is unacceptable. read more

This location is actually awful. I waited for an hour and 15 minutes to be helped, and there was ONE person ahead of me when I walked in. The manager was standing twiddling his thumbs. And the whole time they made me wait, I just wanted to know if they had a phone in stock. Awful service. They have 3 people helping 1 person, while I stand here like a d*** head. I asked the manager for help who was also doing NOTHING, and he told me that him and the "assistant manger" right next to him couldn't help me and I had to wait. They were standing there having a personal conversation... read more

Came in today to add a line to our family plan and get two new phones. Carter was AMAZING! They walked us through the process, took the time to show us features on our new phones, helped us transfer things over, and was so helpful explaining billing and the fees we paid today. They were so friendly and we really enjoyed talking while waiting for all of our info to transfer! Will definitely be back if we need to - and we'll always ask for Carter! read more

My 6s+ iPhone finally died a horrible death. We have 3 iPhones so I contacted Verizon and dropped one line and before the 6s+ went dark I was able to transfer to the other phone. It was not perfect but close. The Lady's iPhone is damaged so I ordered a 14+ for her. Two days later it was here. I had trouble transferring myself so another call to Verizon and they carefully walked me through a factory reset and wiped the phone clean. They then said send it back if you wish for a refund (because it had been opened a $50 restocking fee). I couldn't print the return label so off to the store I go. I only had about a 10 minute wait and was helped by a extremely knowledgeable and friendly lady on the return (goes from the store) and helped with a number of different questions and advice. Not a painful experience at all. read more

Great service! Super attentive and helped me get exactly what I needed. This Verizon store is close to my home. As soon as I walked in, I was greeted. There was only one customer ahead of me right after work. I will definitely be coming back here again read more

Awful customer service. AT&T it is from here on out. I've been 3 times in the last year and they are 0/3 on helpfulness.

First of all no one greets you or even acknowledges you when you walk in. Not a big deal depending on the store, but when getting service or assistance at all requires checking in with an associate to be put on a waitlist it's a bad start. Either have someone dedicated to checking people in or train your staff to multi task and acknowledge customers walking in so they can be added to the waitlist they need to be on to get service. Here's where it gets tricky. The people working there will tell you everything you want to hear. They do the trade in, transfer the phone number, yes your trade in credit is absolutely applied, but could take up to billing cycles to show up, how about a free 30 day trial of the home internet? Sure! I walked out feeling great. Boy did they sell me snake oil. Was charged $77 for the "free" home internet. Had to both online chat then call to get a credit because no one knew what free trial I was talking about. Imagine my surprise the next month when my trade in credit is non existent. All of the associate's assurances, talking with a manager in the back etc were apparently all for show because it never got applied to my account. Now I am once again chatting with customer service so I don't over pay by $1000! read more

Came here thinking this was the good store little did I know! I got swindled and lied to by a girl working here all bc either she didn't listen to what I was telling her I needed my phone for OR bc she lied when she said they don't get commission on sales. Either way, I have to pay $50 in restocking fee to take back this Moto Z4 that I wouldnt have bought if she was ACTUALLY helpful. Word to the wise, I was told when I called the store this evening that in store they don't know much about the phones bc they aren't trained to know that stuff. So don't listen to what they tell you, they're just trying to make a sale. Sorry about the rant. I've been trying to configure the phone by myself for the last 2 days with no help bc no one at Verizon could help me. It's late and I'm tired so I'll post more detail and update on this later. Taking phone back tomorrow! read more

Absolutely ridiculous. I asked the 4 employees who were sitting and doing NOTHING inside Verizon (3 men and 1 woman) to simply put a glass screen protector that I had bought onto my phone. They all looked at each-other like they had no idea what was going on. They then began whispering because clearly none of them have been trained. I have been with Verizon for over 10 years. They told me that they charge 29.99 to put it on. I have never had Verizon tell me they charge to put it on. I've been to other locations and they have always happily put them on. I guess they charge for this now. This is one of the many reasons why I will be leaving Verizon and switching to T-mobile. Awful "service" both in store and outside of the store. Disappointing. I was so shocked by the treatment I received that I created a yelp because of this. Congratulations, Verizon for getting my first Yelp review. read more

Went into the store yesterday after being on the phone with customer service for 4 hours the previous night, just needing to activate a replacement phone. Angel (who I think might be the manager) helped me get my phone up and running! Even though it was a little tricky, he was very helpful and patient and figured it out!! I'm convinced he was the only one who could. He also made sure to greet new customers walking in and helped his fellow employees if they needed whilst helping me. 10/10 for Angel!! read more

Typically my experiences at Verizon are nothing to write about, I think we can all relate to that. However, I went in looking for a new phone, pretty sure of what I wanted, and within ten minutes- I was in and out swiftly thanks to the associate, Brooks. Undeniably the most pleasant experience I've ever had at Verizon. read more

After waiting for 15 minutes, the lady said she can't service me because they close at 6. I was patiently waiting and asked kindly if she could help me get a sim card on my new phone that I just purchased from you all that is broken and I have been out of service for a few days now. I never dropped it but simply a SIM card issue that is on Verizon and not me. She was rude and very standoffish and didn't appreciate it. The fact that she sent me away was shocking. Who sends customers out the door that have been waiting?? Bad service overall and didn't appreciate it. read more

Very poor customer service. Walked in. Only 2 customers that were together and 4 employees just lounging on the desk. No hello or acknowledgement whatsoever.Waited about 5 mins for one of the reps to ask if we needed assistance, but nothing. We walked out. We went to another Verizon store and bought 2 new phones. read more

Wanted to personally give a shout out to Darrell and Justin for all their help. I had a bit of a complicated situation where I was transferring over from another carrier and trying to join a family plan, but my family is in another state. Darrell was the person I worked with primarily and he really did everything he could to help me get the best possible deal and to be able to utilize the discounts available to new Verizon customers. Justin did a great job at jumping in to throw out other ideas and options that could help us move forward and truly no matter how complicated my situation was or whatever challenges I had thrown at them, neither of them made me feel like I was wasting their time or that they couldn't work with me. Justin recommended alternative ways of doing things that really worked with any complications I had with the standard way of doing things. The process in general had some hiccups and took longer than expected, but that was not by fault of Darrell or Justin, it was mainly with the Verizon's systems and rules. Outside of being in store, Darrell communicated with me via text and helped me address issues that popped up while I was busy and at work. I ended up coming in the next day and Darrell not only remembered me, but my situation and just picked up with my care as if there wasn't any gap. I really have to give them a huge shout-out for exceptional customer service and for truly going above and beyond. read more

Joe was a great help! We went in to fix some glitches in our iPhones. He fixed those which were nothing. Then I complain about paying every time we go over our data minutes. So he asked if we were first responders and I said no but my husband is a veteran. Yay we were qualified for a great deal, unlimited data for a discounted price! If Joe didn't ask we would have never known so he helped and got us a great deal! read more

I've been a Verizon customer for over 10 years and having to deal with this store on a few occasions is the Top 2 reasons I am taking my business elsewhere. First off, let's get it out there that Verizon is name brand and they know it. Their prices are nothing short of extortion and they have no room to make a customer happy as they are firm sitting-up on their high horse. This store in particular is really something. Typically, there is one great, friendly employee here that you pray you get paired up with but usually you get one of the customer service-less other shambles on the sales floor. Today, I was paired up with Jefe - and I'm not trying to be petty but the untucked, severely stained shirt was so off-putting I knew what level of customer service to expect . I let him know I wasn't happy with the phone I was paired-up with and had come in several other times (one unhelpful, one very helpful) to either switch or downgrade or fix the bugs on my current phone. I was told that the best time to do so is once the iPhone X came out. Jefe was gruff at best, unsympathetic and kept repeating how much he loved his phone (same phone as mine.) He repeated his love of his phone so many times I was wondering who we were talking about at this appointment. (my complaint with the phone is the freezing and the sheer size that we were talked into) The "solution" he gave me wasn't a solution at all and I decided to drop the conversation as we weren't going anywhere. I wanted to know about switching plans and he blurted out a fee for the plan, for the line and for the phone on unlimited data. I said, "there's a sign outside that says $40 a month for the plan." He goes, "Yeah, read the small words at the bottom that says 4 lines. You want 2." I understand the term "read the fine print" but if a customer asks you to explain, don't tell them to read the fine print. Explain the promotion. In so many words he's telling me I'm not worth his time, he doesn't want to rectify any of my issues and in the grand scheme - doesn't care if they lose yet another customer to a competitor. Noted. *Also, within the first two minutes of us talking he mentioned going to other providers. Managers should be weary that your employees are less interested in solving their customers problems than they are sending them somewhere else. Very unprofessional. read more

Well, it's a Verizon store, so one goes in with low expectations. But even so, this was a rotten experience. I needed to upgrade so I asked the bored young lady what she had to offer me. Her response was perfunctory. She said they were running a deal on the Google Pixel, so I asked her what she knew about it. "It's a Google phone." I chuckled and asked for more details. She (unsmilingly!) invited me to Google the specs. Look, I get it. Your job sucks. Verizon - it's obvious your reps hate their jobs. Maybe make the job suck less? Anyhow I eventually I was given a Google Pixel and unboxed it while another gentleman rang me up, but, uh-oh! we're having problems because this is an online only deal! OK - let's buy it online and select "in-store pick-up." Oh no! The Brodie Lane location isn't showing up! Apparently The System has decided that the Pixel was not available, even though I quite clearly had one in my hands. Nothing to be done. I've wasted an afternoon going to a physical store only to have supremely shitty customer service wrapped around a Kafkaesque riddle: "that phone you are holding doesn't exist at this store and there is nothing you can do about it." When I go to a store and am given a product I sort of expect to be able to exchange it for currency for the stated price, but Verizon managed to bungle even that. Major boner! read more

I liked them ... super fast service , knowledgeable staff and no hassle service. I was helped by a guy called Joe. He seems new but really really nice and knew exactly what I wanted even though I didn't use the right words read more

We discovered we could not unlock our old phone for use on the Verizon network. We were traveling to the Northwest US where AT&T cel service is poor. Yuhel Kato, Solutions Specialist, explained our options for obtaining an inexpensive Verizon phone with prepaid short term service including unlimited talk and text. If you want great customer service and the best prices on phone and service, we highly recommend this Verizon Corporate Store. read more

Sales people aren't inviting whatsoever and give you the run around on what the numbers/costs actually are. I went in to ask about their trade in promotion and was given three different numbers on what I'd owe with no clear breakdown on the actual costs read more

Worst customer service model ever! I have been a customer of this store since it was built, and it usually does pretty well. The service people are knowledgeable and can take "no" for an answer when I just want to upgrade to the free phone, but this weekend modeled some inefficient worst practice for taking care of business. You walk in to the store, and the manager takes your name and issue on a clipboard. When a service person comes available, the manager directs the representative to you. There is so much time wasted through this system as compared with having customers do what they expect - wait in line. Not only do the service reps waste time checking in with the manger and then playing hide and seek with the customers but the manager is wasting time just standing there taking names when he could actually be helping people rather than playing receptionist. So I waited for my rep for 30 minutes, and I was then passed off to stand in another line to wait for next available rep behind the counter (who had to check with the manager to see if I was the next person to be helped). I find this policy and practice to be downright ridiculous, and if they do not change it, I will not be back. So, here is my admonition: If you go into this store, and you see someone taking names on a clipboard, turn around, walk out, and switch to a differnet carrier. read more

After my last Verizon experience, I was afraid to go back. Unfortunately, I was having some problems getting my new iPhone to get my contacts from my computer iTunes program. Pictures, yes. Apps, yes. Music, yes. Contacts, big ole no. When I saw this store on a visit to DSW, I decided to breakdown and pop in to see if they would help. The minute I walked in a very nice young man came over and asked if he could help. No signing in at all. Good sign. I told him what I needed and he said no problem. Good sign. I gave him my new phone and the old phone. He took them behind the counter and plug them into some thing. Less than 3 minutes later he gave them both back to me. Good sign. The entire experience took less than 5 minutes and I ready to go back to shoe shopping. I took that as a good sign that I should buy another pair! read more

Worst Verizon store I have ever been to. Customer service was horrible. While I did get there in the evening around 730pm, there was more staff in there than there were customers and yet I still had to wait over an hour to get any help. I asked multiple times why it was taking so long... "I know" was their response. Yep. On top of that they started to not honor the extended warranty on my phone, and we had to push back. They offered no alternative (maybe, a crappy flip phone for my day of traveling so I could get by) to having it shipped to me back in LA since I was on vacation there for another day. I still have no phone. For as overpriced as their network is you'd think they'd at least offer decent customer service. After this experience, plus the other two times I took my phone in with no mention of using my extended warranty to fix it, I will not be renewing my plan. Update: If I could give negative stars I would. They did not ship my phone to me like I asked... they shipped it to my parents house. Now I will not have a phone for several more days. read more

I have mixed opinions here... My cell phone service is great, and my plan is better than my one at ATT. When my favorite girl is working I give them a 5 star, when she is busy and someone else has to help me it's a 2 star. My trips here are usually time friendly, everything I need is in stock, and for the most part ok ... it's a cell phone store. read more

Horrible people. I asked the associate what the battery life was on two models of a basic phone, she rolled her eyes and let out a sigh of frustration. They refused to trade in my unopened phone without a restock fee that was two days into the 15 day grace period. Unopened box! Beware! This place is terrible. read more

Defrauded me, and was shocked that I wasn't happy about it. Told the manager to go f*k himself at a conversational tone. He flinched at me and yelled what did you say, so I matched tone and told him to go f*k himself much louder. He then couldn't find his testicles again until he had backed up about 15 feet and continued acting a fool as I left. Little manlet was lucky he didn't try anything stupider than just ripping off a customer. read more

So I thought that coming back to Verizon would be great because I had very excellent experience with them before. This time around I felt used. I went into this store and one of the managers who helped me get started told me that Verizon would pay off my sprint account. He told me that when I turn my phone in I was able to get accessories or I can put the value of my phone on my bill so it sounded good and I did it. After I got my last Sprint bill I went back to this store So they can send my paperwork out for the switch program. Again I was informed this second time around that Verizon was going to pay off my sprint bill. Well long story short I received an email from Verizon of how much I will be getting back to pay off my sprint account and it was waaaaay less than what was expected. When I called Verizon I asked them the reason and they told me that when I traded in my phone "per terms and agreements" the accessories and putting some on my bill subtracted what Verizon would give me to pay off my Sprint account. No time that I was in the store when I first went back to Verizon or when I sent in my information to do the switch promotion was I told that anything would be subtracted from me turning in my phone from Verizon not paying my whole sprint account. I am now in collections with sprint and this is just very unfair. I spoke back with the store and they told me they can only offer me 100 credit off my bill. Come on 100 from 1100 I have to pay to sprint. I would have never got accessories or put anything on my bill if I would have known that something would have been SUBTRACTED. If I was aware of this I would have longed payed my sprint account myself. If I wasn't on a contract with Verizon now I would have left. This is bad customers service for new customers. read more

We here on Labor Day and hour before close and were getting a new phone for my father in law and to change our plan. We received phenomenal customer service. The guy who helped us took the time to explain the different plans with my father in law and explained the different phones to him. He also found 2 different promotions for my father in law to use. He went far above what we expected of him. I just wished I remember his name. He did have to stay after closing to finish us up, which cut into his holiday. read more

Staff is competent and patient. Although there are no Verizon towers in the neighborhood. So reception in Zilker needs improvement.

I feel completely let down by this location. Staff is friendly and helpful, but... 2 weeks ago I ordered a smart phone. Somehow the order was cancelled. I was never notified of this, either by phone or by email I went in for another reason and to check on the order status. That's how I found out about the cancellation. I was there for over an hour while they tried to figure out what was going on. For a tech company this is unreal. All that info they have on you and it takes them that long to figure things out??? So much for technology, in this case. They ordered another one for which I had to go downtown to their express location to pick up. It was there and ready to go on time. However, they told me all I had to do was go home and charge it and then it was all activated and ready to go. It was not. Perhaps I misunderstood them. All of this has left me with a pretty lousy opinion of their stores. Phone tech support was better, but they need to do a better job of listening to what the person they're helping is telling them. read more

This place is ridiculous. I came in, waited an hour, asked if I could make an appointment instead of waiting longer and was given an appointment. I came back at my appointment time and was told I was behind 3 other people that had an appointment at the same time. What? What is the point of that. So here I wait to exchange my phone AGAIN. I am editing this review to 3 stars because I want to be fair and once I finally received service, Scarlet was an excellent person to work with. read more

Come in to help a friend with their phone upgrade. The wait time with 2 people ahead of us was "10-15min" which turned into actually being 45min. They have 10 employees working on the floor at the moment with an additional 4 behind the counters. Was asked by 2 people before Roman finally came to help us. Roman was very helpful and took care of my friend, if you come in speak with Roman. The other employees seemed to mostly ignore and not acknowledge us, so that was a serious damper. If it wasn't for Roman I would only have rated this a 2 star due to how the customer service was towards my friend and I as well as the other customers in the store. So if they could bring in more employees with as outstanding and phenomenal customer service, they'd be set. He was personable, understanding, listened to needs, maintained good eye contact, smiled and was all around good. Aside from Roman, the rest of the store as a unit for customer service was extremely poor. As someone who's worked HR and customer service jobs, this was just a poor acceptance of it all. read more

We went to this location because it was open late and on our way home. The store was surprisingly clean and welcoming. I will say that it was a little hard to find (a sign on the back of the building might help). It took a little while to get to us, but everyone was very polite and professional. Then we met Yuhei... who was even better!!! He was honest, helpful, made us feel comfortable and valued, and did everything he could to make our experience a great one. Yuhei and his manager both helped us to get the best deal, treated us with respect, and didn't give us a hard time for bringing our overtired toddler. By the time we left, we felt like Yuhei was a friend. Maybe even more patient than a friend would have been when we couldn't make up our minds. In the end, we got the phones we wanted, the newest iPhone Lifeproof 6S case that wasn't even on the shelf yet, and a really sweet rebate (bring your old smartphone to trade). read more

Alright. So I went in furious. Needed to make a warranty claim on the same phone for the third time!!! Ugh!! Tried to call to make an appointment and the girl on the phone was a rude, off putting word that rhymes with witch. I have several other complaints about this store to lengthy to type. However that's not the reason for this update. Well, I ask to speak to the store manager. The manager, Trey comes out, listens while I basically tear the store a new ass. He takes inventory of my frustration. He lets me finish my tirade. Then like the true professional he is, proceeds to literally hit it out of the park with customer care and efficiency in work. Thank you Trey for redeeming, in part anyway, a store that I had almost completely lost my faith in. Nice job. Keep up the good work! read more

I went in the store last night looking to upgrade my device. I checked out a few of the Android options and was trying to decide between the Razr Maxx, the Maxx HD, and the Razr M. The girl that was helping me suggested I do a little online research before making a decision. At the time I though this was a good suggestion. I went in today planning to buy a new phone and was met with a $50 price increase. What the employee didn't tell me last night was yesterday was the last day of a $50 rebate promotion on the Razr Maxx and the Razr Maxx HD. I asked one of the associates about the special and he explained it ended yesterday. I told him about the suggested online research and his answer was, "Oh man". read more

Pretty ordinary as far retail goes. But the staff here is usually very helpful. And funny. I walked in last night with Blueberry Habanero ice cream and the associate at the front door was sad i didn't bring her any. If I can help it, Jeremy, is the guy to see with questions. Walk in, pay, and leave. Easy simple, no BS. read more

My other half and I came here to get a new phone for him, since his was basically shattered, and he insisted on using it despite the fact that it could cut his hand. Anyway, we got here a little before they opened, and there were about 5 or so people already waiting, so needless to say, they were fairly busy. He was pretty set on the iPhone 5, and our sales person, Amanda, was really helpful. She showed him accessories he would actually need (new car charger, case, etc) without being pushy. She did try to sell the "Accessory of the Month" (headphones), but when he declined, she didn't try to convince him otherwise. The whole process took about 35, 40 minutes or so and she was very friendly and polite the entire time. Anyway, it was a solid experience. If I had Verizon (sorry, I'm a Sprint person), I would definitely go back and ask for Amanda. read more

So the owner of the Verizon store wrote an email to me apologizing for the experience I had at his store. I wanted to make it clear that his team was not the problem, rather the company itself. His team did everything they could to help me, the computers were confusing. I raised my rating because at least they took the time to send me an email apologizing for the bad experience and that is customer service. read more

Verizon and the other cell carriers are now vying with the cable companies for the worst customer service ever! Their web site offers deceitful advertising and they are taking on unless fees for upgrading a phone and another for activating it! The chat feature is useless as they are just trying to upgrade your purchase and not answer your questions. As far as the store, go to Apple Store or other online retailer. Pitiful company! read more