Verizon — Local services in Southlake

By far the most unprofessional experience in my life. I have been in retail sales for 13 years and would never treat a customer this way. I made an appointment with my original salesperson and showed up to finish the trade in and purchase of new phones and switching from another service. I’m very loyal and I wanted to make sure he got credit. Everyone was very helpful and nice my first visit, but when I brought my husband to finish the purchase, the salesmen literally walked away from me mid transaction and helped another customer for over an hour. I wish I was joking. I ended up being at the store for 2.5 hours for a purchase that was supposed to take 45 minutes. The issue started when they finished setting up my phone, but the salesman didn’t write down or screen shot my account number, so when it came time to set up my husband’s - they didn’t have that number and I couldn’t get in my account anymore because we had already switched mine over. So, I had to call ATT to get it so they could set up my husbands phone. While I was on hold with ATT, fixing his screw up, he greeted other customers…and literally. never. came. back. I went over to him after 30 minutes of waiting and he just sent another guy over. I guess they were buying more than we were or something because it was very clear he had no intention of helping us finish setting up my husbands phone. This salesman he sent over was very nice and helpful, but it took forever to finish up because he clearly had no idea what we were purchasing and what plan we had agreed to (even had to work up a whole new quote). Our previous salesman never even acknowledged us again until the new salesman needed to ask him what plan he quoted us. I am usually very easygoing when it comes to the attentiveness of the salesperson when a store gets busy, because coming from a retail background myself, I have been in that situation too. But I am so disappointed and completely regret going to this location to buy. As a customer, I felt very undervalued as the salesman clearly cares more about getting new sales than finishing up the ones that come...

They showed team work. Staff was experience and sympathetic to my situation. Direct me to the right person and I was able to get my issue resolved in a timely manner.

I just got a new iphone Thursday that came with a New SIM so I called to activate it. They said put my old SIM from my old SamSung phone in and I did this thing with the QR Code they sent me and it didn't work. We called again, talked to another person and they said that my old Samsung SIM doesn't work with the Iphone, I need to use the new Iphone SIM. So they activate my new SIM and said it will take 24 hours. After 24 hours it doesn't work. Friday, I called again, they put me through work order, it was then a weekend so I waited until Monday to call. I call on Monday (waited 45 minutes on the phone to talk to someone) and they said they haven't work on it so I need to wait for another 24-48 hours. So I waited. Wednesday, I went online and chat with someone. After all the work up, we concluded that it was a bad SIM and that I needed a new SIM because my brother's SIM can just plug into my phone and it works. So I called a Verizon in Irving, waited for a long time (expected due to this Covid season) and they said they don't have new SIM in stock they recommended me to go on to the Flower Mound Verizon. I called the Flower Mound Verizon and the phone is ringing but no one picks up and it told me leave a message. So I called the South Lake Location. The wait was not long. The person talked to me was very sympathetic, asked for the SIM card # (Some other people doesn't ask me this) and try out some stuff. She gave me assurance that she is going to get help. Then I was transferred to some one and he told me that he will "restart the system on his side, because most people seems to forget this step" and see if my SIM work now. AND IT WORKED. The problem was that it still have my old information in there.

Anyways, thank you Verizon Staff at South Lake for solving my problem. I hope that you share the experiences with other staff members so that they can be more trained to know how to resolve client's issues more...

I recently took advantage of an upgrade promotion for my daughter's iPhone to upgrade her from a 12 to a 15. With this promotion, a sizable credit was promised to be on the account after returning the iPhone 12. Well, what seemed simple turned out to be anything other than that. When we went to the Verizon store in Southlake, we were surprisingly told that the upgrade had been canceled! We were informed that other customers had also experienced this glitch.

At the store, I was told that the customer service department had closed for the evening, so I decided to call the 1-800 number the next day to resolve the situation. During the call, I was assured that the problem would be fixed and was promised a UPS label to ship the phone back before the credit was reinstated. Unfortunately, I never received the label and when I repeatedly called Verizon, I waited each time for between 30-45 minutes before being connected to a customer service rep and EVERY time I was hung up on! The reason I chose Verizon as my carrier was because of its customer service, so I was beyond upset.

After giving up on the 1-800 reps, I returned to the Southlake Verizon store and, luckily, spoke to Josh, who assured me, without any run-around, that the promotional credit would be applied to my account. Were it not for Josh, I most assuredly would be seeking to change carriers based on my recent experience with what should have been an easy process to obtain the promotional credit for the upgrade. Thank you, Josh, for promptly addressing the issue, and for restoring my...