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February 2024 by Jose Donoso G.
Sophie was incredibly knowledgeable about Verizon's products and services, taking the time to explain various options and tailoring her recommendations to our specific needs. Her professionalism and enthusiasm were evident throughout the entire interaction, making us feel valued and confident in our decision. Sophie was able to secure the best possible deal for us, exceeding our expectations in terms of value and efficiency. She also provided clear and concise information about Verizon's services, ensuring we fully understood our new plan and its benefits. We are particularly interested in exploring the 5G Home Internet option in the near future, and we are confident that Sophie will again provide us with the same level of expertise and exceptional service. In conclusion, Sophie is a valuable asset to Verizon, and her commitment to customer satisfaction is truly commendable. We are grateful for her assistance and highly recommend her to anyone seeking a positive and informative experience at your store. Thank you again for your excellent service.
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January 2024 by Marygrace H.
Verizon has been the worst. I did a trade in back in 2022. I noticed after a few billing cycles that they were charging me for the phone. I called about it and they said I needed to wait for them to review the quality of the phone I traded in. I finally got the email saying I was approved for the full value of my trade in but they have not been crediting my account. I have been dealing with this for over a year with no help. I have called the customer service line, gone into every office here in town. As soon as I get some help they tell me to call customer service for the 400$ they have taken from me, so far, and they always conveniently at that point can't find anything. Then say "why has this taken so long to notice"! How is this my fault? I've been dealing with it and they won't resolve the issue or credit me what they owe me. Now they have stolen from me because they can't take the time to figure it out. Not okay at all. Worst company ever. Don't waste your time with Verizon.
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January 2024 by Barbara M.
we changed from ATT to Verizon and it was the best decision we have ever made. We went to the Sierra Summit store and worked with a young man name Zack. He was awesome, so much patience and great knowledge of all their equipment and what our needs and wants were. We have been super happy with our service.
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January 2024 by Kimberley “Kimber” Hellmers
The CS could be better. They've sent me to the location at S. McCarran and S Virginia (even though I live right here by this location) for help with my phone. Weird. And a long drive for nothing.
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December 2023 by Samantha P.
I stopped in on Wednesday after work to inquire about holiday deals. I'm currently with ATT but had been a Verizon customer prior. I wanted to see if switching over to Verizon would be worth it to save monies with a combined phone and internet plan (my current address does not allow for ATT Internet). There were only 3 employees working, and later the manager stated that they were short staffed that day. The manager was the one who ended up helping me. He was very nice and was willing to answer my question about a quote for a combined phone+internet plan. The store was clean and welcoming. Would recommend this location.
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November 2023 by Tessa P.
Everyone was so nice and patient with my grandmother. Great service. Had to stop by later with an issue and they jumped in and fixed it quickly. Great Job Verizon team today!!
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November 2023 by clbadm5
My family and I switched to Verizon yesterday afternoon. Had a lot of issues transferring our numbers . Needless to say, my phone that I rely on 100% because of my business was not working. The Verizon person in the Reno location stopped helping me. Today, I woke up with still no help from the Reno Verizon person. After sending the Verizon Reno representative several text messages asking if we have any progress, she finally replied, telling me that she doesn't take her work number home. I understood that, but I would have thought that she would have at least finished getting my phone up and running before going home so that I had phone service. I decided to go to the Sparks Verizon store in the Galleria shopping center. I was literally there 5 min before they opened. The manager greeted me, and I told her what my issue was. Told her that the representative at the Reno store stopped helping me and needed to get my phone working. She had me call my husband from one of their display phones to have him add me to the account. Mind you, the phone had to be on speaker because of the way they have them displayed, customers and reps we listening to my private conversation. The representative that were listening had smirks on their faces. My husband told the supervisor the same thing I told her, and she said she couldn't help us and she was not going to lose her job for trying to help us... my husband asked to speak to her manager and she said she if the manager, he thinks asked to speak to her manager and she said that he was not there. My husband asked to the corporate number, which she did give him. After hanging up with my husband, the supervisor looked at me over her shoulder and said, "I can't help you," and walked off with a smirk... I could not believe the service we received considering we are NEW customers...
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November 2023 by Gail Pennell
Just needed a charger but staff was welcoming and fast.
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October 2023 by John Bakos
Prompt service. Added a second line to my account and got a free phone with a three or contract. All in all okay.
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October 2023 by Karina Martinez
Came into the Verizon Los Altos store because I forgot my account pin and was told the only way I can get it reset is by going into the store. I was approached by Clint, the “manager” who informed me he was unable to reset my password on the account because there was no cell phone number on the account that he was able to send a verification code to. The only device I had on my account was my sons Gizmo watch that can’t get messages or calls without using the Gizmo app. I was given a paper and told to call “Verizon loyalty program” for help. Afterwards Clint says “no matter what customer service tells you, we cannot assist with resetting your pin in the store.” After calling customer service for the 5th time and escalating it to a manager, I was told there is nothing they can do and that the “manager” Clint should have called customer service on my behalf to help assist with resetting my pin. After already driving across town, I then had to head back to the store for the second time after already leaving upset the first time. Clint helped me yet again and I told him that customer service rep told me that someone from the Verizon store needs to initiate the call to help me reset my pin. Clint was able to initiate the call and within minutes my password was reset. Why was this not taken care of the first time? I shouldn’t have to drive across town in the pouring rain for a second time when my concerns should have been met the first time I walked into the store. This is not okay, especially coming from someone in a leadership position. I shouldn’t have to go through hoops and boundaries to reset my account PIN code. Staff should be refreshed on their customer care policies before informing a customer that “there’s nothing that can be done for you.” Happy to say I cancelled my account with Verizon.
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September 2023 by Linda Schmitt
Thanks for assisting with our tablet issue and Ague was greatly helpful.
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August 2023 by Robert Drummond
Came in to have a line added and a plan change on another and now neither one of those lines will connect to the most reliable network. Now I am just waiting for the rest of my devices to stop connecting to the most reliable network. I gave five stars because the person who helped us was nice but something got messed up and I don't have time to be on the phone or come in again to troubleshoot issues.
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July 2023 by Jeffery W.
In-store Customer service is lacking. Tried going in to restore service. Dude sent me home to try it on my own. Best bet is to try over the phone with customer support.
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May 2023 by Annie K
The opposite of customer service. Unfortunately I had to write this negative review of this Verizon store. In the past I’ve only had very positive experiences at Verizon stores, but not the case here. I’ve been a Verizon customer for nearly 20 years and never have I been treated with such a lack of customer service. I purchased an Apple Watch to be picked up at this location as my husband works about a 20 minute drive from this store. Our home is 1 1/2 hours away and my husband was nice enough to pick it up for me on his lunch break. Sounds easy enough right? Nope. Even though my husband is also a manager and authorized user on the account they would not let him pick up the watch without seeing my physical credit card that I purchased it with? Really?? He showed his ID, presented them with the QR code that was sent as proof of purchase. He spoke to the store manager who said nope can’t help you, we have to have the credit card or we can’t give you the Watch. I tried to talk to the employee and manager over the phone and they refused to talk to me. My husband was very upset and explained that I would have to drive 1 1/2 hours each way to get the phone, they were unhelpful and unapologetic. We were both extremely frustrated by the lack of trying to help or verify us at all. Any suggestions that were made were answered with a straight up “Nope can’t do it.” I spoke to Verizon over the phone and explained the situation and they were totally baffled that they didn’t help us. They explained that there were a number of scenarios that would have been appropriate other than needing the credit card in order to verify my husband. They simply could have sent a text to his phone to verify it was him. So guess what? I had to drive an hour and a half’s to pick up my watch and when I got there the employees said “can I see your ID?” and then promptly handed over the watch. I said “that’s it? You don’t need anything else from me?” He said nope it’s all paid for. I was livid and proceeded to ask him why he didn’t need to see my credit card but it was absolutely necessary for my husband so show it? He said “ oh we prefer to see a credit card, but it’s not absolutely necessary.” Really? Waisted 3 hours of my life in driving and 40 minutes in driving for my husband and his lunch break. Honestly they seemed to be pleased with themselves at the level of inconvenience and frustration they were causing us. Good luck to these guys in their future endeavors!! There gonna need it.
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May 2023 by Torri M
George and his comrades were extremely helpful and tentative. Quick and easy service. Saved me a lot of time and frustration. Appreciate you guys!