This is NOT A VERIZON STORE. Be Warned. They are allowed to use the image and likeness of a Verizon store, without the proper training and know how. They do not know the answers to questions, misled me down incorrect advising into something I didn't want to be in. Thomas told me that my refund would be processed in 2-3 billing cycles, when I paid on a credit card for taxes and fees, these people don't know what they're talking about, are incredibly unprofessional and had me on hold for 10 minutes while they mocked me verbally thinking the phone was MUTED. Go to a real Verizon store in the Galeria. read more

We went to the Lakeway location yesterday, around 5:00 (ish). We waited about 30 mins', which was no problem, a few ahead of us. The wait was worth it, as we got James to help us. He helped me choose an apple 16 phone, screen protector and case. He was extremely knowledgeable, (in all areas), kind and patient. He worked til gone 7:00 (closing) with NO sign of frustration at my many, naive questions., as a 1st time IPhone user. Not once did I feel that I annoyed him...even though I'm sure I did. An outstanding young man for sure. Thank you again James. Debbie G. read more

Absolutely horrible experience. On the phone a Verizon rep told me to go to the local store to drop-off my old phone as part of the free upgrade to the new iPhone. I was told it will take all of 5 minutes as I basically just hand them the old phone and give them my account number. I had already received the new phone and successfully transferred my service. At the store there were two associates each helping someone. I sat down and waited for 55 minutes and they never even once acknowledged my presence. I was the only person in line the entire time. At one point a lady being helped turned to me and told me she had been working with this guy for 3 hours and then she, THE CUSTOMER, apologized for the delay. The associate didn't say a word to me or make eye contact. I left without getting helped as I had another obligation to get too. Never again. read more

I stopped in to get my phone checked as it was having some issues with staying connected with the network. They offered to open it up to have a look. They could not help. By the time I came back home, my account was locked for no reason and my phone quit working altogether. Yes, suddenly I had a non-working phone in my hand minutes after having been at this store for a quick check-up. Someone locked me out of the account and my phone was dead. I went back to explain what has happened, but they offered no explanation. Needless to say, I had to buy a new phone right away. I felt like I was cornered in to purchase a new phone. I dropped in a couple of times in hopes to get some assistance with my new phone, but they were closed during normal business hours. No signs, no notes as to when they will be back. read more

HORRIBLE. I will never go to this store again. They blatantly lied and did not issue the funds my account was insured. This place is a scam and needs to be put out of business. I will be filing a claim with the better business bureau. STAY AWAY. read more

I stopped in the verizon store next to Randalls on 620 to turn in my old phone. Sterling asked if he could check my account to make sure I had "the best offer available." He pulled up my account and told me he was having a hard time figuring out why I wasn't offered the 55 and older benefit. I told him it was because I was not 55. I can not think of a more insulting way to ask a person her age. read more

This is the WORST Verizon ever. I have had nothing but problems here. It is never a good sign when you walk in and the lady walking out is rolling her eyes and tells you she spent five hours there the day before. Not only did they not follow through on an order for my mother a few weeks ago. They gave me false information regarding trading in my sons phone. I have no idea where they are finding these employees but unless you have an entire day to waste, I don't recommend going here. read more

The experience we had may benefit someone else so I'll share: this location is operated by a franchisee of Verizon. Corporate Verizon does not seem to have much leverage over the owner or management. Young trainees have little understanding of customer service. It is all about closing the sale, even if error by omission ( not giving a true account), half truths, and pushing services and unneeded product is what they have been taught, there seems to be little care for ethical ! My husband and I are newly moved back to Austin and have seen little of this type of shady behavior since ovine back. Corporate Verizon treated us very well, ironed out the misinformation and story we had been given at this store on RR620, (Lakeway near Randell's) and as ten year customers of Verizon, made us whole financially for the result of shady service and what had been misleading and costly direction from staff at the local, franchise Verizon store. Buyer beware. We'll never go there again. read more

Never ever ever go to this place. Overcharged my wife and our corporate Verizon rep tried helping us undo the mess but the manager in this store refused to help return the device. Ended up having to pay $80 to return the phone, even though they set up our phone incorrectly. Shady shady way to do business. Make your customers pay when you made a mistake. Go to a corporate store. This is not a corporate store. read more

horrible. sloppy service. they had one person working there who hardly acknowledged me. I highly recommend you stay away from here because it's clear nobody cares about anyone's time here. read more

If you visit please check your account with corporate. I got an Apple Watch and ran into trouble getting it to work with my Verizon phone. I took it to this store and Joe was not working. Verizon acknowledged I had repeatedly called them, but only reduced the bill 25%. Update: connected with Joseph, store manager. He was puzzled by my extra data charges. He is working with corporate to get the charges reduced. He is working very hard and I am hopeful my sad situation can be cured. read more

Don't waste your time at this "Verizon" store..They are NOT an Authorized Verizon Retail store..The customer service was horrible. The manager refuses to return phone calls. Horrible store, horrible customer service, horrible manager skills.. read more

I originally had a customer service issue at this location; however, the team worked together and found a way to make it right. I really appreciate that quality in a leader. Joe and his team are very personable and doing a great job building community here. I was exceptionally impressed with Michael. Thank you all for your support and being so patient with me! read more

We had the BEST experience at Verizon in Lakeway thanks to Joseph and Christina! They went above and beyond explaining plans, upgrades, phones, etc. We were at a different location in the area earlier and they wouldn't help us at all- we decided to try this location out and couldn't have been happier! They were knowledgeable, helpful, solution oriented, and hands on to help figure out the best plan for our family. I don't have enough wonderful things to say about Christina and Jospeh! They are gems! If you need a new phone, help figuring out phone plans, etc, they are who you want to help you figure it out! read more

Well they were great the day I was in the store. Since thing WOW. The next day I contacted her that my battery was wasn't lasting though the day. She texted something back and said she'd contact me with better information later as she wasn't actually at work yet. I replied. Never heard from her again. Texted again, nothing! Received a text from someone saying they were covering all the verizon stores in that area and wanted to know if I had any comments or concerns. Said if I replied with any concerns they would get back to me within 24 hours. I replied describing what I indicated above. Never heard back. During my visit at the store that day I told girl that we were retired and that I couldn't afford to continue to pay the high payment I had been making. I asked if I had been using all of my data or if I could reduce by data allowance to save money. She looked at my plan and did some figuring. She told me I could switch to unlimited data with no worry about going over my plan amount and I could do that for 197. a month. (Not the exact amount but under $200.00) I asked if that included taxes and everything and if that is what my actual bill would be be. She stated yes. That is exactly what my bill would be each month. Funny thing because my bill has been $238. each month quite a bit more than it was before I changed it. I called today to check and the gal on the phone looked at everything and the only thing she could fix was to remove $10 insurance that I never asked for on my new ipad. Somehow she got it to $222. which is slightly less than I was paying before but no where near what the girl had told me. (Not to mention she added insurance I didn't want or agree to.) I will never shop in a privately owned Verizon store again. I could say more because pretty much every benefit she professed to provide has turned negative but I'll leave it at this. My advice. Don't shop here. read more

Beware. They are deceitful here. I was told if I took 2 Hums there was no fee and my phone bill would go down (helping their promotion). When I called customer service they said the one time fees of $20 each are not refundable and I would be billed $5 each -every month. There is a one year contract. I went back in the store and was told the bill would reflect a $70 credit on the future bill. Since there is only a 14 day window to return- the cancellation fee on the next bill (when there would be no refund) would have been $120. I will never go here again. Bee Cave gets much better reviews. read more

this has to be the worst and sorriest verizon store I have ever been to. only 1 person was working the coutner and I called ahead of time to make sure they weren't busy so I can come in to switch 2 of my phones over from AT&T to verizon. She said no not busy and by the time I got there she can take me right in. I asked if it would take long and she said "NO". I got there in less than 10 min and right away she said "you must be the AT&T guy?" .. well. .I can't help you today why don't you come back in a day or two. I'm by myself here tonight. I said what happened between now and 10 min ago? she said... well these people people just came in and they need to switch also and it's gonna take an hour?? .. so lets think about this I just called and was told that I was doing the same thing and ti would be quick and 2 people just happened to show up and doing same thing that Im' doing and now it's gonna take an hour? Just pure freakin laziness. This girl didn't want to work 1 min past her time and had 0 care for customer service nor did she care that she just made me driver 10 miles from my house to get there for nothing? come back in day or two?? are you freakin kidding me? that's how sad employment situation is in Lakway. They are so desperate for employees that they will just hire ANYONE off the street to have a presence behind the damn counter. I even told her i'm leaving out of town, I need this done today and she said "why don't you try the one in Bee Cave".. guess what girl.. I would if it was open. they just closed 10 min ago.. and you're an employee of Verizon? Never ever will I step foot in this garbage store again. they can all go to ...you know where. Dont waste your time with these fake azz verizon "AUTHORIZED RETAILER" go to the real verizon store and save yourself the headache. they don't give a damn about customer service read more

I want to let everyone know that the Lakeway Verizon store next to Randalls has a new manager named Craig! Just like Joey, his service and solutions were so amazing. We walked out with everything solved plus some. I just cannot say enough! Highly Recommend!!! read more

Can you give less than 1 star? Do not go here. The people that work here are nice but have absolutely no idea what they are doing. I attempted to upgrade two phones with this store. My wife's phone came in on time with no problem, but they were not able to transfer all of her pics, contacts, etc. from one phone to the next. My upgrade was a complete debacle. They ordered a new phantom phone line for me so I could get the phone shipped to the store faster, with plans to cancel that line as soon as the phone came in. Then when the phone arrived, they realized they had been promising me an upgrade based on the wrong phone line(I have several). I left with no phone and very frustrated. They also were supposed to change my plan to lower cost, and cancel a tablet from the plan. This has been going on since December and now the 10 gig plan I was changing to has gone up in price. Still no resolution. I have asked Phil(manager) to help but he keeps telling me he is going to fix it, but does nothing! He also has never returned my calls. Finally I just skipped the store and did everything through the customer service number. I prefer a face-to-face interaction, but it was impossible to deal with the people at this store. read more

If I could give a negative review I would. I had issues with the right promo to switch to Verizon for months (still unresolved). I had multiple people at this store claim to fix it with no avail. Joseph (store manager) was supposed to call me back on a specific day and never followed up. I gave it a full week beyond the date and tried to call and text him with no response. I called the store, and spoke to another associate that handed the phone to him (after I had tried his personal number). He was rude, arrogant and unhelpful and told me I just needed to be patient (after 4 months of waiting). VERY UNHAPPY!!! read more

I normally have awesome service with this place, but recently my 16 yr old daughter decided to try and upgrade her phone and they allowed her. Not only is she a minor and we weren't present or were asked for permission for this transaction, were being charged for the rest of the contract because no one can find the phone that was traded in and now I'm back at the beginning of a contract that i didnt authorize. I've left 3 messages for Joe and still no response. Guess I'm going to need to climb the ladder to get anything done. Sadly disappointed customer. read more

The store manager, Joseph Medrano, is one of the nicest and most helpful cell phone sales reps I've ever dealt with! Sometimes there can be a wait during high traffic times, but the service is never rushed or like they don't care about your questions or needs. read more

New management has entered this Verizon store building! Joey was an absolute pleasure to work with. Extremely polite and went out of his way to help everyone that walked in. Knowledgeable without talking over my head. Explained everything properly and didn't try to oversell me. This is definitely not the same store the previous reviewer went into. I will always bring my cell phone business to Joey and Verizon. Thank you for everything!! :) read more

I would've been happy with my experience here except for one MAJOR issue. Last Thursday I came to pick up my new phone and the customer service technician who helped me kept sniffing his snot filled nose. When I asked if he was suffering from allergies he told me No..he had the flu. I took a couple steps backwards and prayed that I wasn't close enough to get it myself. 24 hours later I'm landing at LAX for my 40th high school reunion and I started getting sick. I spent the next 3 days in a hotel bed sick as a dog. I will NEVER get that time back. I just layed there and cried. Now I'm supposed to fly back there AGAIN for a 3 day concert and I'm still in bed. The amount of money I've lost because that young man showed up ill...it sickens me. The memories I'll never have with old friends...worse. Note to employees and employers....when you are dealing with the public, you have a moral responsibility to not be spreading your illnesses to your customers. I will NEVER return to this location. Shame on YOU!!!!!!!! read more