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February 2024 by Aaron Adamson
Subject: Disappointing Customer Service ExperienceDear Verizon Customer Service Team,I hope this finds you well. I am writing to express my deep dissatisfaction with the customer service I recently received on two separate occasions. Unfortunately, both instances left me frustrated and disappointed.Despite being a loyal Verizon customer for the past 20 years, I encountered difficulties during my visits to your store. On both occasions, I was informed that my needs couldn't be addressed in-house. Subsequently, when I reached out to Verizon through a call, their customer service team efficiently resolved my issues and even mentioned that the assistance should have been provided in-store.This experience has left me concerned about the declining level of service over the years. I urge you to invest in hiring and training your staff to ensure a more positive customer experience. As a long-term customer, it is disheartening to witness such a decline in service quality.I trust that you will take this feedback seriously and take necessary measures to improve the customer service standards at Verizon.
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January 2024 by Michael Armentrout
Good experience, but the wait was much longer than I anticipated
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December 2023 by Jake Russell
Grapevine Verizon completely messed up my iPhone order. I was offered $100 credit plus a activation credit of $35 if I bought the phone so I did. Went to Grapevine store they were closed for that day due to repairs it said go to Southlake to grab phone. I went to Southlake they said they did not have phone and would give me 100 credit plus a 256 gb phone. I said okay they canceled the order for some reason and said they needed to refund my payment and I could come back in on Monday to get phone. I went back in Monday and they did not have the 256 gb phone and I never got my 100 credit. They totally messed up my order and never gave me my credit. I would avoid this store completely as they lie and never fulfill what I was told twice. I pay Verizon 5k per year for phones, watches, internet etc so this is really disturbing the way they treated a valued customer
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November 2023 by Gina W.
Went to this location because another location said i needed a manager to over ride something in order to get my phone transferred . It is 2:50pm , was locked and some mane came up to the door , looked at me as if he was annoyed by my being there . All he said was We Are Closed , loudly . Then i started to look for hours of operation and he loudly again said " We are closed " Walked away . A few minutes later a different person walks out and says something like "leave " as he walked past my car into the parking lot . Then turned around and walked back in. Very rude! Our company pays a lot of money to Verizon for all of our phones . No one deserves such disrespect . The man at the EULESS address was amazing ! These guys need to find a job that doesn't require customer service.
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October 2023 by Sherry E.
Terrible service. The manager is rude. Was told 15 minute wait. I waited 45 minutes to be told file an Asurion claim
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September 2023 by Jamie Richardson
I had such a bad experience at this location. I walker into the store and there were three employees; Josh, Carla (Mgr) and Cisco; all three turned to look at me when I walk in and none of them addressed me when I entered the store.(Not even a hi welcome to Verizon someone will be with your shortly) I stand there thinking they will, they don’t. (Where is the customer service) finally I look around and see a sign that says to scan the barcode to sign in, so I do. Josh goes to the back and come back to the front by this time a couple come into the store, he walks over to them and addressed them and signs them into the que for service. Mind you when I walked in not one employee said anything to me. After Josh speaks to the couple I ask him did he see me standing there and that no one said anything to me. He starts stuttering saying oh he is sorry ( yeah right) he knows I was there first because he along with the others turned to look at me when I walk in, but said nothing. (I’m pissed at this point) Finally Cisco says he can help me. When I get to him I ask him is it protocol to acknowledge & speak to customers he says they have been busy and it’s only 3 employees in the store. (How is the the response to that question). I was thinking yes it is policy or no it is not. That has nothing to do with providing a great customer experience. He was friendly, but just to know the others were managers and had such poor customer service skills is beyond me. I would not recommend anyone to Verizon behind such a terrible experience. Verizon you need to do better period, customer experience should always be the focus when you are in the service industry.
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September 2023 by Matt Kinsfather
I used to have AT&T. This Verizon store was able to help me get home internet setup that’s amazing for gaming, streaming, work, all things internet really. This is why I switched, something AT&T REFUSED to help me with. Thanks to Josh and his awesome team. I’m setup with internet and happier than ever.
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July 2023 by Susan Anders
Josh Jenkins worked miracles for me today! From navigating a new phone, an existing watch and an iPad, Josh’s knowledge allows him to trouble shoot all scenarios. He is a can do person with a positive personality. I am thankful for his assistance!
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July 2023 by Brad
Flip phone screen broke in half after 2 years. Tech had to transfer everything over because half the screen wasn't working.There was a short wait, but Starbucks is close by.
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July 2023 by William Kilpatrick
He has been one of the best help and understanding with the technical problems I was having.Good luck and I hope you achieve your goals
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July 2023 by Ronnie Jensen
Great experience! Helped setup a new line and phone. Extremely knowledgeable and helpful with all my question!
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June 2023 by Karen Dempsey
Cisco went above and beyond to help my boyfriend's father, 91 years old, with his cell phone transfer. Verizon is very fortunate to have someone as knowledgeable and friendly as him. Thank you, Cisco!
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March 2023 by Alexandra Schell
Josh was extremely helpful, patient, and knowledgeable about the issue I had with my phone. He listened then took action to fix the problem all while explaining what he did. His customer service was unmatched. He made my visit to the store such a positive experience!
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March 2023 by M Hill
The service provided by Josh today was excellent. I needed a new phone screen protector and he was able to give me a discount on the product. He installed the new screen protector with great skill and care, he was friendly and kind. Wonderful customer service.
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March 2023 by Blake Pedersen
Josh Jenkins helped my daughter and I today and it was a great customer experience!! I’m not super tech savvy and Josh was able to help us make sense of what we needed. I would recommend working with Josh to anyone! Great Experience Today!
