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April 2025 by The Black Tesla
I was lied to by a sales rep and was told I had to upgrade for no reason. Make sure you fact check them.
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March 2025 by Amelia M.
After waiting an 1+ hours, they called out the incorrect name then got mad that we didn’t recognize it (how were we supposed to?) and bumped us to the back of the line. After, they refused to help me until they saw my name on my account which was listed at the top of the page but they insisted it wasn’t there and to call customer service to change my name. No idea what I would change it to because that is my name so who knows what they wanted. Overall extremely unhelpful and rude, along with being so vague and weird about what the issues were. I ordered my device online in under 2 minutes after leaving so clearly there’s no issues with my account or “name”. Don’t waste your time with anyone there, just order stuff yourself or call the help center (who is much more helpful and confirmed there’s nothing wrong with my account :))
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March 2025 by Wayland Thompson
The absolute worst service ever. I was the only one in the store for 15 minutes. 3 employees shoot the breeze while my associate goes to the back. 35 minutes to upgrade a phone and nothing!! How hard can it be!!!!!!!
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February 2025 by O. David Chapa
Terrible customer service experience with Kira today who identified herself as the manager. She was really pushy, did not explain things clearly apart from tapping her finger nail on different price plans, and literally kept pushing pricey upgrades on me. I had to tell her I did not want an upgrade or phone protection plan over 5 times, and then another time after that....and another time after that.
I could not believe how terrible she was to me. I eventually went to speak with another rep, Matthew. Kira came over to interrupt us and kept taking aggressively about that pricey upgrade even after I told her I did not want to work with her. I then had to take a step towards Matthew to create space away from Kira because she made me feel so uncomfortable.
The other male manager saw this interaction and did not do anything apart from keeping his chair warm, he also never checked up on me either, even after I asked to speak with him. Later, Kira and the other manager were talking while looking at me like some high school kids. It was a really uncomfortable situation and experience...
Matthew was really kind and took his time explaining everything to me; turned out I did not need that pricey upgrade Kira was aggressively pushing on me after all. Matthew was very professional. I would like to speak with the general manager, Christian, and will be reporting this to Verizon.
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February 2025 by Phyllis Bond
No help with problems, want you to pay a service to help you! Won’t have a live person call you or give you a store manager you can go talk! Don’t do business with them service is the worse I’ve ever seen!
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February 2025 by Austin P
Sat in for 15 minutes and not one floor associate wanted to check me in for services. Consistently checked in others, even people that just walked in over me. I’ll never go back to that location, it’s been time and time again I’ve had horrible customer experiences. Highly recommend other locations before visiting this location.
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January 2025 by Tim
"If I could give zero stars, I would. The Verizon store in Franklin has the absolute worst customer service I’ve ever experienced. From the moment I walked in, I was ignored—no greeting, no acknowledgment, nothing. After waiting far longer than I should have, I had to approach an employee myself, only to be met with outright rudeness and a dismissive attitude. They made it abundantly clear I was an inconvenience to them.
When I finally got someone to 'help,' they told me they couldn’t assist me, even though the phone I wanted was in stock! Instead of resolving the issue, they brushed me off and told me to figure it out online.
This place is a joke. Don’t waste your time or energy—go to another location or find a better carrier altogether. You deserve to be treated like a valued customer, not a burden."
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January 2025 by vanessa english
"Terrible customer service at the Verizon Franklin location. I was not greeted or acknowledged upon arrival, and no one offered to help. After waiting for some time, I approached an employee who was rude, dismissive, and acted like I was inconveniencing them by asking for assistance. When I finally did get some help, I was told they couldn’t assist me, even though the phone I wanted was in stock. Instead, they suggested I look up the information online. Completely unacceptable experience—won’t be returning to this location."
Does anyone still understand what customer service is?
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December 2024 by Christi Mason
I have no idea how they are still in business. Worst customer service I have ever experienced in my lifetime. Do not step foot inside those doors. You will likely regret it one way or another.
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November 2024 by KELLY “SUGAR PLUM” DELERENZO
As long as you stay on top of the billing and make sure you do all the extra additional charges and corrections by staying on the phone over an hour and a half persistent and diligent you’re good other than that no
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October 2024 by Carlin Bush
I don’t normally leave negative reviews but for this one I will. If I could give negative stars I would. I have been a customer for over 17 years and have never experienced such horrible customer service with Verizon. Mike greeted us at this location, and I explained I needed help getting service on our new phones. We’d traded in our old devices and couldn’t receive the text from Verizon to authorize the change on the account. Once I told him we bought the phones from Apple, he said “shame on Apple.” Mike was condescending and rude. He proceeds to activate them to end up making my brand new phone inoperable (locked it up) and transferring the wrong phone number to my husband’s phone despite asking us 4-5 times what his number was. He messed everything up and then proceeded to tell us we’d have to go back to Apple to get it fixed. Apple fixed his huge mess that he made. His incompetence cost us 3 hours for what could have just been 10 minutes. He was telling me how I always need to set up a new phone from an old phone and to not use iCloud backup. I found that interesting since Verizon also offers a cloud backup. I informed him I’ve had things deleted doing that in the past in which he replied he’s never had that happen. I have grown up with technology. I know what I am doing. I just needed service activated on my phone. Apple helped us with our Verizon issue when they could have easily said we’d have to contact them ourselves. This is one of the many reasons I buy directly from Apple. They always have excellent customer service. I say if you have issues activating your phone, call Verizon instead of going to this location. The Verizon representatives by phone were fantastic.
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August 2024 by Michael Manter
I got here early 8:40AM, no problem I don’t mind waiting wanted to make sure I was the first person in line. Store was suppose to open at 9am, someone finally arrived at 9:38. Looked at me as he closed the door behind him that we arnt opening till 10AM. Not a thought in his head that I could have been waiting 40 minutes to an hour. Oh well all around just how things go these days business don’t own it’s patrons anything anymore.
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June 2024 by J. Barrett
Had a pretty good experience at this location recently, was able to get help to right away when I walked in the door, likely because the number of associates versus customers was definitely in the favor of associates. I was able to update my plan and understand it better with help. I would recommend this location over the other location in Franklin for sure hands down.
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June 2024 by Nadia P
I would give Verizon a -5 if That was an option. the service is horrible Customer Service it Horrible also. I have two Internet box got a promotion when I was in there for $39 plus monthly charges. It was OK. I signed up for that. Come back the next day and get another box. It has been a Nightmare with my bill went from $39 Plus, Monte connection fee Let’s see $70 that’s generous to $125 a month for one and the other one is $159 a month.
I have tried and tried to reach out to the store to customer service. They said they’ll help but it’s no help.
I had a trade-in promotion on my iPhone. They never honored that I’m in an up paying regular price with no trading value my monthly fee for my iPhone it’s $125 This is on the low side every month to changes, And they lock you in for for 36 months.
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June 2024 by Tracey Driscoll
Worst customer service! Tried to find out about getting a hot spot from here and the lady just hung up saying she couldn’t provide information.
