Verizon — Local services in Kyle

Last week, I visited this store to upgrade my phone using a promotion I saw on the Verizon website, which offered a $1,000 trade-in credit. Unfortunately, my experience was extremely frustrating and disappointing.

The store rep didn’t mention a $40 extra charge, which I later found out could have been avoided by going to a nearby corporate Verizon store just 5 miles away. She also didn’t explain any of the available promotions or plan options. She simply asked which phone and color I wanted, told me to pay the taxes, and handed me the new phone.

When I got home, I discovered that my phone plan had been changed to a much more expensive one that wasn’t required for the promotion I was interested in. On top of that, I was only given a $200 trade-in credit instead of the $1,000 I expected.

I returned to the store to cancel the order. The rep told me she couldn’t cancel it and said I had to talk to the manager. She also mentioned a $50 restocking fee, even though the phone was still sealed in the box. When I finally spoke to the manager(Kelly Jackson), she was very rude, didn’t listen to my concerns, and simply said, “Sorry for the miscommunication, we can’t help you.”

I contacted Verizon customer service, and they confirmed the order was incorrect and told me to return to the store to fix it.

To make things worse, when I came back again and asked the manager to listen, she refused, and when I raised my voice out of frustration, she told me I was no longer allowed in the store and forced me to leave.

I had to go back and forth between this store, the corporate store, and customer service multiple times. It took me two full days just to get everything resolved.

This entire experience was stressful and unfair. I was misled, not properly informed, and treated with zero respect. I expected much better...

I recently walked into the Verizon store in Kyle to upgrade my phone. Knowing this was not a corporate store, I specifically asked the sales associate if there were any additional charges for upgrading here. She clearly stated that only the taxes on the phone would be due today—no mention of any extra fees.

However, after completing the upgrade, I noticed a $40 charge(setup for success) on my receipt in addition to taxes. When I questioned it, the associate blatantly lied, claiming this was a standard one-time charge applied even at corporate stores—which I know is false, having verified it with Verizon corporate later.

I asked to cancel the upgrade so I could go to a corporate store and avoid the unexpected fee. She refused, stating I’d be charged a $50 restocking fee—even though I hadn’t even touched the phone. She claimed the order had already been processed and could no longer be canceled.

I then requested to speak with a manager. I was told to come back in two hours. When I returned, hoping for some reasonable resolution, the manager wouldn’t even hear my side of the story. I was treated rudely and dismissed without any attempt to address my concerns.

This experience felt deliberately misleading and incredibly unprofessional. It’s clear this store prioritizes upselling and fees over honesty and customer service. I highly recommend avoiding this location and dealing directly with a Verizon corporate store where you’re more likely to receive honest and...

Don't ever go here. Went in to pay my bill and talked with Sunny. Everything seemed to go over fine until 2 hours later, I still have no service and find out that he messed up my phone number, having me pay someone else's bill. Having to leave the Buda location and go back to the Kyle location to get the issue corrected, when the GM, Kelly, gets involved making snide faces and even shorter commentary. I'll never go back here. Certified Retailer with the worst customer service. Go to the Buda location. At least they clearly know how to run a phone number to make sure you're paying the correct bill and have less attitude than Kelly.

Update: Had to go back to the Buda location, because the Kyle location has yet to post the payment to my account. The Sales rep in Buda had to call Kelly to get my receipt, since she refused to give me one. She failed to send it to him the first time after she volunteered to text it to him, so he had to call back with Verizon financing, to get a confirmation. Kelly is by far the worst GM, completely unprofessional, petty and childish. Do not go here, for something that should have taken 30 minutes of my life has taken me over 5 and still counting. The Buda location staff has been absolutely amazing, professional and patient in trying to...