Verizon — Local services in Fredericksburg

Update*

Virgil is incredible. Truly a gem of a human being. Virgil solved our issue to the best of his ability. I feel like we're leaving this store with a new friend!

He was so patient. So generous. A very genuine, and kind soul who listened to us. He understood our issue and worked with us to problem solve the issue.

I am happy. My day was turned from a sh*tty one (separate issues) to a very good one all because of the experience Virgil gave us. I cannot recommend this business enough. A mistake was made, but they worked to fix it.

Thank you so much. Truly, give this guy a raise! Promote him to General Manager! 5 gold stars is simply not enough.

Thank you, thank you, thank you!!!!

Disappointing experience.

I'll explain the good parts and why this isn't a 1 star. Bailey was helpful and polite as were any of the reps we came into contact with.

They were wearing masks (thank you!).

The not so good part, we have waited for months after researching deals and which phones we wanted to upgrade our phones to. We talked to Andy on Black Friday and figured out the best deals and were happy to wait a while for the new phones to be ordered and shipped in.

We called a few times to check on the status of the order, and they were prompt with calling us as soon as they were in and we happily came to the store today to pick them up. However, the details we discussed with Andy were not the same as what Bailey was seeing. Apparently, the phones we have to trade in for the deal are not in a high enough tier. The deal won't work out the way we were sure it would when we spoke to Andy. This is a ~ $600 savings deal no longer on the table. One we waited months for.

Andy apparently is new and therefore I suppose is very inexperienced, so according to Bailey if they were to give us this deal he would have to pay for it (basically they're guilt tripping us for their mistake-not a good sign). We are hoping that by going back tomorrow to speak to the area manager Virgil we can come to a happy resolution. We certainly do not want anyone to lose their job or lose a paycheck especially around the holidays but we're not appreciative of the massive screwup. Again, we waited months for this and now any good deals are no longer available.

Will update this review and will happily give a higher rating if after tomorrow Virgil is able to...

OMG I can not believe the difference in customer care that I received at Verizon's Cellular Sales in Fredericksburg, TX as compared my awful experience in the corporate Marble Falls office! I only needed an additional line and phone but Isaah immediately reduced my monthly bill significantly - so much so that I was also able to upgrade my own phone. I walked out the door with an upgraded phone, a additional new phone & an additional line, AND a lower monthly bill - & I didn't have to transfer everything from my old phone to my new one myself(as with Marble Falls) - Isaah did all that & made sure it was working before I left! It did take a while to accomplish this but it was worth it. I have always dreaded dealing with Verizon Wireless if it requires a store visit because the Marble Falls office has always made it soooo painful. I have had to deal with rude representatives who act like I am supposed to know everything & are unwilling/unable to answer questions, or I will get home only to find that what they have told me is incorrect and/or my monthly cost is higher than expected. I will never go back to Marble Falls - Fredericksburg Cellular Sales is the...

Krystal is a Queen among Men! I live in Houston and had to call my grandparents in Kingsland to get a location that was open so I could get a hold of someone. Quarantine down here in Houston and even customer service lines were shut down, but grandmother gave me a number for a Verizon store that was open in Fredericksburg, TX. Krystal is the official savior that I needed. This rep not only helped me get a hold of somebody for replacing my phone, but also navigated me through as quickly as I could. Thanks to Krystal, I am now getting a replacement phone on Monday and she said if I have anymore problems, to call and ask for her. You cannot make this up, this is customer service to the tenth degree, especially, during a time when it is hard to find. Thank you Krystal from the bottom of our...