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September 2025 by Lee Ac
“In all my life, across every company and every person I’ve ever dealt with around the world, I have never experienced such filth, arrogance, and disgrace as I did with this telecommunications company. This was not just a bad experience — it was an absolute stain on the very idea of customer service. The behavior was disgusting, the treatment was insulting, and the attitude showed a complete disregard for customers. This company stands as the worst experience in the entire history of telecommunications. Avoid them at all costs.”
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August 2023 by Nanny E.
This location is all about their commission sales . Not about customer satisfaction at all . I spent hours and hours on the phone with customer service only to find out they sent me home with an internet box that wasn't activated. The girl gave me her number KARINA for me to come back and add cell phones to my plan I will not be returning. Very poor customer service. They only care about themselves. I spent over 12 hours trying to set up internet when they told me it was active and it wasn't . Not to mention they opened my box there in the store SMH I'm very disappointed with the service I recieved!!!!!!!!!!!!!!!!!!! also they put me on a plan that I didn't order .
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May 2023 by Latashia G.
Verizon corporate office handled my investigation/complaint against this Verizon Hurst location perfectly - so I decided to open a second line the other day and invest in another nex phone with Verizon and pick it up at the same Hurst location - I placed my order - paid $207 ( my fee because I had reach my extended credit limit and selected the same phone but in a different color. This store cancelled my order and did not call me to see if I wanted something else and I still haven't received my $207 that I put towards purchasing my new phone. So, I called Verizon and the representative told me the phone that I initially ordered has always been at this store- so they don't know why my order was cancelled. Verizon corporate office has reopened this case and is investigating this situation now
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November 2022 by Keota I.
We went in to get 5 lines. Appointment was at 4pm and this rep with not much friendliness helped us. Husband Did a credit check and got approved so we chose the phones. She insisted she needed my husbands iPad to properly get the info so when we said we lived nearby she told us to go ahead and get it. As he was on his way back she then suddenly remembered it was about to be 6pm and that the doors must close and they wouldn't let him back in. My face dropped in disbelief as I reminded her that she sent him to go get it and that surely he was the exception. She said it's policy! I told her he is the one processing the transaction and she suggested he can slide his card into the door slot. I looked at her and demanded a manager as to why she would think we would be so desperate as to continue giving them our money after they locked my husband outside. Indeed he did return 3 min late and yes they locked him out. I lost it! The stupid manager wouldn't budge either to take ownership of his reps mistake. I insisted he do something and he absurdly says he would waive a $35 fee if we continued. The whole place was beyond ridiculous to have these reps representing Verizon! You should be ashamed to run such poor service. I knew then and there this store would not be taking care of anyone properly with this poor service. They don't understand that competitors are everywhere nowadays offering and selling the same things! Only service will makes a business stand out among whom clients choose. Good luck in gaining clients if you have reps and managers who have no issues wasting two hours of a potential clients time, sends them back to get their devices , locks them out for not knowing what time their own store closes and how strict their closing policy is; and then slapping them in the face with a $35 fee waiver! Poor service doesn't equal the experience we had. Both the rep and the manager should be both promoted to customer!
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January 2022 by Isabella P.
I went in to switch carriers from at&t and the process was super easy, even without the account holder present. Chris helped me with the process and it took less than an hour. I also upgraded my phone and it was a seamless transition. Thanks!
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June 2021 by Corey M.
Came in to pick up an online order and had to wait while a worker went to the back instead of greeting me at all. I won't ever come here again for anything.
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June 2021 by Chuck M.
Mostly good experiences here at the Verizon store. Due to COVID you've got to make an appointment. I decided to upgrade my cell from a Samsung Galaxy to an IPhone 12 especially with the excellent trade-in allowance that Verizon was offering. Being an Android user for the past decade, I had lots of questions about which model of iPhone and the transition over to it from my Android operating system. The Verizon representative was very patient and worked out all the details with me. I did walk out with a new iPhone.
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November 2020 by John N.
Have been trying to get replacement phones for the past week. Store is never open despite having operating hours posted on the front door. Cannot reach a human being BY PHONE (their business) to verify when they are there. Was originally told by employee during initial contact to return on specific occasion only to find the place closed. Have spent a lot of time in the parking lot talking with other frustrated customers about lousy service and moving to another carrier.
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December 2019 by Teddy C.
Why am I still on the phone waiting for someone to pick up? Getting close to 30 minutes. But hey?! It's hurst. Update. My dad went in today, while I was at work, and the person who was helping him did not explain how to use the device or help him with his new phone. So he walked out upset and went back again to get help from the manager that sold him the phone. Tomorrow we shall return the phone and just pay the restocking fee. I do not recommend this location. The only good employee there is the manager herself.
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November 2019 by Dany L.
I read all the negative reviews others had to say about this place, but since I was close to them I decided to go in and try to resolve my issue. Well it didn't go well. Lady working there raised her voice, almost yelling. Customer is nothing for them when in fact should be their number one priority. Date and time I went to this store 11/09/19 at about 6:00-6:10pm Version If you really care about your customers many you should check into your employees.
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August 2018 by Lyn S.
Went three different times, three different people were RUDE and NOT HELPFUL! Not going back there again!! No stars for this location (Had to put one star just to be able to post this review)
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July 2018 by Theresa D.
My experience last week was a ridiculous Comedy of Errors. Depending on the "manager-in-charge-that-day"....the solution "provided" (and I use that term VERY LOOSELY!) was not only different but polar opposite. I believe because I wasn't in the store to "upgrade" or "buy a new phone"......basically, they could not have cared less about me even though I am a long term customer with Verizon. I was without a wireless communication device for six days because of their lack of processes, procedures and basic common sense. To end on a more positive note: Zachary was as helpful as he could possibly be even though he had limited authority as to the outcome of my situation.
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September 2017 by Dru T.
This store is why I left Verizon. Today was my second day as a Verizon customer. The first day was not bad. I got pretty good customer service from Janine when I set up my account. Today however, was a different story. I walked in, and no one was at the mall cop stand at the front to check me in. There were a couple other customers browsing the store and being helped. I could see two or three male workers behind the main counter, and each was on the phone. I stood in the front waiting to be helped, but no one came. I finally realized there was a Verizon online checkin pop up on my phone. Cool! I guess checkins are more impersonal now, so I checked in there. I finally started looking at phones, but right in front of the counter, waiting for a worker to free up and help me. No one did. A worker walked past me briskly once and I said hi. He said hi back but walked directly around me (no "can I help you" or "someone will be right with you"). He went and continued helping a customer he was helping before. I took turns pacing, and sitting on the little bench thing in front of the counter. The guys behind the counter finally finished their phone calls, and got in a pretty spirited (loud) political discussion with each other. Once or twice while talking, they glanced at me (as if to see if I was still there), and kept talking facing each other. At this point I had waited 30 minutes since check-in. Finally, Sonya showed up and asked if I "had a question or something" (She had just come in the door, maybe starting a shift or getting off break). Sonya was the first person to ask if I needed help. Not kidding. After 30 minutes of pacing the store. The last 15 minutes of which I was the ONLY customer in the store. And yes, I checked in. One star for Verizon, 5 for Sonya (and Janine the day before). The purpose of my visit was originally to swap/upgrade the Moto Z Play I bought here the previous day for a Google Pixel. After this experience though, I ended up just returning the Moto Z Play with Sonya, and going across the street to move my account back to Sprint. I will buy a Pixel unlocked and use it at Sprint now for half the price monthly anyway. I see no need to pay a huge premium for worse customer service than I had come to expect from much cheaper carriers. Update: After I left, I paid a visit to the Sprint store here in Hurst. I have to say I actually got excellent service. I was greeted at the door and helped immediately, and they seamlessly moved me back off of Verizon to Sprint.
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April 2016 by Rick A.
Service is great and professional, I had some trouble with my phone and my carrier T mobile. Went to Verizon and Kelly was awesome. She was very friendly and knows her stuff really well. I recommend Verizon and I recommend dealing with Kelly.
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January 2016 by Desiree J.
They have very crappy screen protectors bough 3 all of them cracked and even cracked my phone screen. I dropped my phone a little over a foot on to the ground.
