Went in because my phone is messed up and my billing is completely wrong. There were 2 employees there and not busy. After 5 min no one spoke to me or even looked at me. Another lady was there trying to get her phone fixed and all the guy kept telling her is we can do nothing you need a new phone. I switched from Verizon for better customer service and I am not seeing that it is any better it may be worse. I would give no stars but it's not an option. read more

This store has been nothing but problems for me . I switched from AT&T to Verizon because of a promotion, but the experience has been challenging from the very beginning. The representatives repeatedly gave incorrect information and failed to follow up as promised. I eventually had to file a complaint with the FCC just to get someone to contact me regarding the credits I was owed. After all of this finally was able to get it resolved after three months. Very disappointing experience. read more

My rep, Cam, and his manager, Mia, are both great. Polite, empathetic, and they truly did their best to help me. From there, though, Cam acknowledged my billing error but stated that he couldn't fix it at the store level. Did "click to call" to get a billing representative to call me - turned out to be an offshore call center and someone who spoke English as a second language. They fed me lines like "will see if we can negotiate the charges," "will have to see if I can get approval," "my supervisor is in a meeting can I call you back within 24 hours?" Finally the store called their "Core" support, spoke to a rep, and got their supervisor involved. By my math: that's 5-6 people and 90 minutes of my time of my time (that's just today) to fix an issue that Verizon created in the first place. I've been with Verizon for 18 years, and I've never ever thought this hard about switching to someone else. It's too bad true customer service can't be handled at the store level anymore. read more

The majority of the staff was excellent and very accommodating. The manager on duty, Lexx Heard, was less than professional with the employee that I was working with. It was so awkward and frustrating to see the level of unproffesionalism she displayed in front of the entire sales floor. I asked her if that was really necessary, and she then really showed how unprofessional she was. Poor customer service and a bad attitude when asked questions by the employees is what was on display from the "manager." I honestly say I would maybe recommend this place because if you get one of the other salespeople that work there, you could truly have a good experience. Isaiah was our salesperson, and he was awesome! Keep up the good work,Isaiah! read more

The customer service at this store is outstanding. I went in to possibly upgrade my cell phone and walked out with a tablet (a deal I couldn't refuse) as well as a better deal on when to update my SmartPhone. My rep (Carlee G.) was very patient and attentive to my needs and was very courteous in upselling me on a better and more efficient SmartPhone based on her current usage + phone model. Definitely found my home store with this location. read more

I was surprised at the speed at which I got in and out of here. My problem was solved quickly and efficiently by Jay. I thought my porting of my number wasn't working, turns out I needed to turn my phone off, and back on. Now why didn't the automatic porting service (via telephone) tell me to do that? Bottom line: By bye Sprint, hello Verizon. read more

This was a terrible experience. The so called Manager, Lexx, wanted nothing to do with my wife or I from the time we walked into the door. I had simple questions about my bill which she quickly dismissed and refused to show me a written explanation for her answers. She was not at all customer oriented, nor did she offer any alternatives for my questions. I would stay far away from this business. If I could rate this store a zero I would. Be sure that we will not recommend this store or Verizon to any of our friends or associates read more

I was promised Thursday delivery on a new phone. It's Saturday with no phone delivered. I had to buy a "burner phone" due to Verizons unreliable promises. All this because Verizon sent out flyers saying 3-G phones would be cut off on 12/31/22 but a Verizon employee told me they started the cut-off on 8/27/22. Typical for Verizon, huh? I am going to file a complaint with Cornyn, Cruz & Burgess (my federal representatives) and the FCC. I also am canceling service with Verison after 23 years with them. read more

Done with this store. Tried twice to get a new phone and twice I've left upset and let down. Have entered so many stores and just needed my account password to upgrade yet here I needed to be an authorized user? Never heard of that malarkey till today... can't trust Verizon anymore. read more

I went to the verizon store for help setting up my new iphone- which i purchased through them. I've also had them as my provider for 4 years(i've given this company plenty of business and expect some service in return). I walked in and was greeted promptly by a nice man. I told him my problem and asked for help setting up the phone and he goes, "Oh, it's so easy!" and procedes to rush through how i could do it myself at home. Does he think I havent already googled and attempted to figure this out? I came into the store because I couldnt back up my old phone and i wanted help. He did not help me at all and they were not busy, several employees were standing around. It was basically, "good luck with that and please leave now". If you need help don't go here. read more

I wish there was an option for no stars. I am livid right now. My boyfriend and I recently switched over to Verizon. Me being with T-Mobile for the past 10 or so years. It was a mistake. Worst customer service I've ever received. We both tried signing up on the app but it said blocked from signing in so he called his Verizon store (in virginia) and they helped him set it up finally. I called this store and the guy that helped me is new but he didn't let me know that AFTER he messed everything up. My fiance's account is now deleted and were having trouble resetting it. So he called customer service and she said he has to wait 24 hours but he doesn't have that much time. He's in the Navy so he's going on the boat in a few hours. Afterwards I called my store again, waited half an hour just to have a rude ass lady. I'm not one for complaining about this kind of stuff but it was pretty frustrating and aggravating. She kept interrupting me, didn't let me talk and then ended up hanging up just because she's impatient. I'm currently on the phone waiting again most likely for shitty service. Thanks for nothing Verizon. read more

So much hate on this store. I bought an iPad from Best Buy and got conned into allowing them to activate the cellular data while i was there. I didn't realize there was a $35 fee, and that it was on a post-pay plan (get a bill at the end of each month). You can't access your account through the settings on the iPad with a post-pay, it has to be a pre-pay. Fast forward. I go to this Verizon location very close to their closing time. A cute girl greets me as I walk in and I describe what I need done. She takes me to the counter to help me. Turns out she is one of the assistant managers (I think). They haven't really seen the problem I was having, so she made a few calls to see what needed to be done. She sent me to the other side of the room to the actual customer service counter with another guy. She apologized that she couldn't do it personally. It did take roughly an hour to get me all fixed up. But I didn't have to do anything besides wander around and play with the demo phones. My iPad is all set now and I was definitely please with the customer service of this store. read more

I went in to upgrade my iPhone. Andy assisted me in ordering a new one to be delivered to me. He could not enter my shipping address correctly like he couldn't spell. After the 4th attempt I ended up entering my address into the system because he couldn't do it correctly. He ended up deleting part of the address before submitting the order, so my order never arrived. I had to call Verizon after I noticed the shipping address was completely butchered and after hours of phone calls my address was corrected. Another phone will be sent to me and it will all take about another month because of Andy's incompetence read more

I went in today to get a new phone, my phone wasn't charging, turning on or anything. They tried rebooting it for me and it wasn't working either. I was really upset because I paid over 600 for the phone and didn't have it for a year. So the manager showed me a new phone for a cheap price, and better yet Jessica was even kind enough to give me a discount on my new phone because of what I paid. I usually never do yelp reviews but they were very kind and gave me a sweet deal. Anything I need for my phone I will come back to this place because they were awesome! read more

My name is Angela webb and I walked into the store upgrading from my 6+ to the brand new iPhone 11 and every single one in the office was very helpful including Adrian and I just want everybody to know that this is a great store and no matter what even if you're the only one in there every worker will come up to help you they are very very helpful and thank you Adrian for everything best store read more

I came in for some assistance on my account which is a family plan. I needed to pay off some phones, and get a new phone as well. Jacob guided me through the whole process and showed me the best way to execute my transaction. I really enjoyed chatting with him as well. Very nice and professional young man! Thank you, Jacob!!!!! read more

Found out my "14 day return" return privilege also included a $70 restock fee. Guess I'll drive the extra 2 miles to Best Buy or other to get what I want next time. What a ripoff given my personal services I get there. Gonna have to revisit when my phone plan is up. read more

We came in to this store this morning because my boyfriend broke his phone last night and we needed to get a replacement. We were prepared to pay the full $700 for a new phone when Chris offered us some help with switching up our plan to where we only had to pay $140 today and an additional $10 a month. What a wonderful surprise! He was so helpful and addressed all of our concerns. We were helped right away and got our new phone and accessories within 30 minutes. We will definitely be going back to this store for all of our needs. Thanks so much, Chris! read more

This place is a joke, my Wife went went in to get an upgrade and the guy at the front said they no longer allow you to pay the reduced price for the two year contract for the iPhone , even know she just got off the phone with Verizon customer care and they said they are trying to get away from doing the two year reduce price but still slow it. So then my wife left and called customer service back and again they told her that the store should do it and to go back try again. She went back and asked to speak with the manager and he told her that he's been with Verizon 10 years and worked all over the place and they won't allow it. So then my wife called customer service while she was in the store and he was arguing with her still, even know Verizon customer service was telling him it was acceptable. So customer service then told my wife to leave and they will let us buy It through them and overnight it to us. As my wife was on the phone with customer service the rep told her that the manager from the store just noted our account stating he tried to let us do the upgrade like we wanted but we left. You shouldn't lie to your customer then try to cover your own butt by lying on the notes on our account. We've been going to this store for 4 years now getting tablets and phones but after today it has lost our business. read more

I would not give any stars but that is not an option. My husband and I went into this store on March 9, 2016. We were frustrated with A T & T so we wanted information on switching. In this store we met a girl named Alexa, she said that Verizon Wireless would pay up to $650.00 per line for us to switch from A T & T. We only had a couple of months left on our contract with A T & T so we thought we should just wait but she promised us that each line would be paid up to $650.00 to switch and that we wouldn't have to pay anything out of pocket. So we happily switched. We were never told the process to switch and never given instructions on what to do. We had been with A T & T for 18 years so we didn't quite understand the process. So we left the store with our new phones and waited to get the giftcards in the mail that we were supposed to pay our A T & T bill with. She assured us that we would not have to pay A T & T anything else and to not even pay our bill that month. Well, months went by and we had not received anything. We went back to the store and talked to the manager Willie, which was very rude. He assured us that he fixed the problem and told us what we needed to do. Meanwhile, A T & T was threatening to send us to collections for $983.00. We still hadn't heard anything in May so we called customer service and was told that we were too late submitting our paperwork and would probably get nothing at all. I asked to speak to a manager and she assured me that it was all taken care of and we would hear back in 15 days but that we should go ahead and pay the A T & T bill for $983.00!!! So we paid them because we don't want credit issues. Well, its 7/12/2016 and as of today we have gotten a whopping $75.49 visa gift card. I just got off the phone with customer service AGAIN for the 5th time and they have told me the other two lines were rejected again and we would have to wait another 15 days but most likely would not get anything at all!!! So I am out over $900 for switching and believing in their crap!! This is bad business and false advertising. DO NOT SWITCH, THEY LIE! I have turned them into the BBB and if that doesn't resolve this case then I will file a lawsuit! I'm over this crap! I WILL REPEAT...DO NOT SWITCH TO VERIZON, THEY LIE AND WON'T PAY AND THE SERVICE SUCKS!! Don't forget to read the fine print, that is what the manager Willie told me when I was in the store! We will be switching again just as soon as we can.... Update: after turning Verizon into The BBB, problem solved. Verizon gave us 3 months of free service to compensate us for the A T & T bill that we had to pay which was $989.00! Our monthly bill was over $300 so I was happy with that. Still terrible service with Verizon abc we have switched back to A T & T. read more

Absolutely the worst customer service on the planet! They were told in graphic terms what to do with mothers phone!

Andrew saved me!!! My screen stopped working and one tech told me i had to get a new phone but Andrew totally knew what to do. Thank you!!!

I went by the Verizon store today to make a change to my service that was a little unusual. I was blown away with the patience of the folks there and sticking with it until the job got done. All with good humor and persistence!! Thanks very much Solutions Specialist Darryl Small and the rest who participated in GRD (Getting r Done)!! read more

My wife and i where hesitant changing mobile service prividers because we have had horrible experiences in the past regarding customer service. But we could not keep living with the consistent dropped calls with Tmobile. We decided to visit the Verizon store on Denton hwy. The customer service was awesome. Silvia was our rep and she did an amazing job answering all of our questions. She helped exchange all of our old phones for new ones at a very fair price. She was very knowledgeable and helped set us up on a plan that met the families mobile needs at a good rate. Thanks for making it an easy transition. read more

Just waited 1.5 hours for the manager to say he'd only waive 2 of 4 activation fees. We spent 45 minutes convincing the sales rep that Verizon also offers $150 per phone for switching. Do not go there. They are nice, unknowledgeable, unhelpful staff. read more

Got a new service contract for Sendra Ranch area. Paid $200.00 for new phone and then Tech support said we needed a new tower out here. Verizon paid out of contract , but would not give money back but wanted to give store credit for something I have no use for. So basically I lost $200.00. Buyer beware they do not tell you you have 2 weeks to return. They advice me they was working on tower which pushed me pass my two weeks. I don't understand how they can sell service to an area that is not covered by then. read more

This store does not stand behind their Contracts. If you are out of their range for reception it's just tough. They won't give your money back but will try to give you store credit which you have no use for since you have to go with another Carrier. read more

No respect. Busy or not I have been given the run around for the last 3 years, more recently 12 months. I am a disabled Vet, wounded Warrior and have issues with going from point A to point B. I was sent a replacement phone without a battery. To make matters worse, for the store, a company of fire Dpt were doing a fire inspection and noticed my coning out of my car, Purple Heart plates, wounded warrior, yet still trying to get a resolution. The attitude I was given was so bad 3 of the firemen were beet red yet couldn't say a word. I walked out a resolution and out of phone service 4 days now. I keep getting, and my wife upset at the news of my treatment called, the excuse "they are new, they are training" whatever. no more. Corporate doesn't care, they look at charts and numbers. Money coming in is good. so what if one customer is unhappy. By the way, I contacted VZ online. A new battery is on the way but no rush.. It is handled like a dynamite and must be sent to me a different way. All phones have batteries, what makes mine any different. Try pocking around with a stick to see if it is an IED buried so your team is safe. That my friend is risk. just sick and tired of the way that store has functioned since we became customer. Happy to get our business but dirt when you need help. read more

Horrible turnover and customer service! They no longer can offer you anything that online services can not do. I asked for simple address for back up assistance. Both the manager and the salesperson were more interested in selling me a 2 year contract then assisting me with the information I needed from my broken phone. I needed to get information I had stored on line to make a call prior to my upgrade. They were not able to prove the simple address, I was told to Google it. If my phone had been working I could have. The point. I have been a loyal Verizon Customer over 20 years....WOW, good luck with this store!!! read more

this location has lousy customer service; i am not one to stop and complain about customer service since i am in that industry; but this location only cares about sales. i went in after the iPhone 6 that i purchased from this location froze. I went in last night, a Thursday, around 7:30 p.m. It wasn't busy at all; i was met at the door by Jason. I told him my problem and he did a soft reset, and said there was nothing more he could do and then referred me to the Apple Store. He said they don't have access to iTunes and therefore can't help me. If that is the case then how did they set up the iPhone 6 for me when i purchased it there? I will probably go into and speak with the manager but i have a feeling it won't do any good since sales are their only goal. read more

Ever since we've moved to the Keller area, this has been the store we've always gone to for any of our cell phone purchasing needs. My husband and I have been customers of Verizon for almost 20 yrs due to their excellent customer service and their huge coverage areas (something over the road truck drivers need), and so the closest Verizon store was this one on Denton highway. This last week I first went into the store to see if I could get a new phone added to my service for my husband, yes he left Verizon just over a year ago because they didn't support his blackberry phone that he desperately wanted. To make a long story short, he needed an Android or Apple phone for certain apps we need for our job. Our family has been on an unlimited plan for a very long time and I truly didn't want to get rid of it, but for my husband to get back on our plan and for him to have a good amount of data available for when he was on the road, I had to change my plan, or pay an extra $140-150 to add a line for him including data. When I went into the store on Wed, I was met by Chris Goff, a really great guy, and one that knew his stuff! After I explained to him my situation and discussing it with his supervisor, there wasn't a lot of choices for me at the time. He suggested that I wait until the end of the week, that I might have more options available. He gave me his card, and even though he was going to be off on Friday, he told me that he'd be willing to come in and help me out with what ever I needed. Well, I went in Friday, and I didn't call him up, only because I don't like bothering people on their day's off. This first person I met at the store this time was Delainy Fowler, an awesome person and a wonderful sales representative for Verizon. She didn't know all of the answers, as she's fairly new to the job, but was willing to find out the answers to all of my questions and help me get the best deal for my money. Before I left the store, I left with 2 new Samsung S7 phones, a new plan and a very happy customer. These are two wonderful sales people and don't hesitate to seek their guidance on anything that Verizon offers. Thank you Chris Goff and Delainy Fowler for all of your help and making my buying experience as painless as possible. read more

i came to upgrade my phone and open one additional line but he opened 2 lines by himself. charged me $932 ($650 for iphone and $199 for another iphone plus tax). came back the next day to work it out, he said he cancelled one line but he never did, it's still active. then he charged me $42 restocking fees. i was so upset and call the store manager, he never anwser the phone, the people answer the phone was put me on hold forever. anyway, this is very bad experience and service at this store, i will cancelled the service of 4 lines and switch to t-mobile witch is 50% cheaper and better service. read more