Quick question. Why do brick and mortar Verizon stores even exist anymore? Honestly? After reading these reviews, as well as my experience with this particular location, I am truly perplexed. I tried the best I could to help my father with the issue he was having with his Verizon iPhone, to no avail. We went to this location, waited forever like everyone else here, and was told to call the tech line. What? After two hours, he couldnt even finish his statement about why he was there, before being cut off and instructed to call tech. Not even nicely.. but with impatience and almost disdain that he would dare bother a Verizon employee with such a stupid issue. Does Verizon give no consideration to their elderly population? Not everyone is able to navigate the tech line. There was a time that you were able to enter a Verizon store, and actually be helped. Whether it was purchasing a new phone or an issue with your current phone. Not anymore. So again, why even have locations staffed with rude employees?

Specialist Karmen was great. She corrected a couple of cell phone glitches for my husband and myself. She was very patient and welcomed our questions. She made us feel very comfortable asking our questions. Thank you, Specialist Karmen.

Some of the most rude customer service I have dealt with in my over 15 years with Verizon. They guy I spoke to was condescending and short with me. Instead of explaining what changed in the offered insurance plans he had a this is how it is, deal with it. I asked for for his manager and he replied he wont do anything for you either. When I finally get the manager on the phone and tell him what was going on he did explain the insurance changes but acted like he was not interested in my complaint concerning his employee. I believe the managers name is Chris. I cant remember the employees name. I left the conversation feeling like the manager was not going to do anything to address what his friend/employee had done. As my son walked out he witnessed the two standing together laughing. I will also note that the employees at this store are always telling customers how bad Verizon service is in the Murfreesboro area.

Best customer service of any Verizon store! Visited with a network issue on an older phone. I was being helped within 5 minutes of coming in. Josh enthusiastically did everything possible to make sure my issues were taken care of. The perfect example of what customer service should be. He was honest about how my issue could be related to being an older phone, then let me know my options. When I declined a phone upgrade, he still worked hard to resolve my issues. Even though my problems were complex, he was more than willing to take the necessary time to resolve them. I will recommend this store to my friends/family & tell them to ask for Josh.

With covid the time waiting (over an hour) is understandable, but the help when we got it was ok. I didnt feel real respected by the male who waited on us as seniors. We only go because we have their phones. They could improve customer care.

Not enough employees, totally ignored so I just left.

Slow and inefficient are two words to describe this location. Only 2 employees actively helping customers for the 2 hours I waited, until they said they were closing early in 20 minutes. Then all of a sudden 4 other employees popped up and stood around. Multiple employees would have customers call customer service and just sit there watching them while they took personal calls or played on their phone. Learn to multitask or just close for the day if you don’t want to work.

Have been with Verizon since mid 1990’s, never had service thru anyone else. Never needed to. Service has always been good, always get quick efficient friendly help when I need to go in or call. Yesterday, Joshua was absolutely superb, helping me and DIL get her added to family plan. No pain whatsoever. Only had to wait maybe 5 or 10 minutes even though there were three people ahead of us. And we were out in 20 minutes. I call that great customer service!

Very unorganized, bad service. First came in on a Saturday and was told the wait to even speak to an associate would be over an hour. We left and made an appointment for the following week online. When we arrived (20 mins before our appointment time), we checked in online and proceeded to wait in the store for OVER AN HOUR before anyone spoke to us. We were then informed that checking in online didn’t work for some reason, and we should have checked in with an associate when we came in. There was no one at the door when we originally arrived, so we didn’t know that we had to check in with a person instead of online. The associate told us that they would still help us, but after waiting another 10 minutes and seeing 3 other groups helped first (who all came in after us), we left. We will be doing our business online moving forward. Such a waste of time.

Thank you Julius for excellent customer service and knowledge!

Was advised to use the app instead of waiting in store to get an upgrade. Staff was unfriendly and unwilling to help. There is no willingness to help out or dive deeper in to an issue. Something simple turned in to an unnecessarily complicated issue that took 5 hours and left me in a worse place than where I started. VW call centers customer service sucks, as we all are aware, but it’s worse when the customer service at your local stories is bad. I’ll just drive a city over next time.

Waiting time is extraordinary long………

I walked in the store and was added to a waitlist while 3 employees werent doing anything. After another 2 employees finished with customers, the manager called a meeting in the back while I stood and waited for 5 minutes at the door until I eventually left.I returned later to try again and was told I couldnt unlock my account at the store. I had to call. Note, I called Verizon several times to do just that and was looped from app to phone call, back to app, and back to phone call; it kept sending me to login which I obviously was locked out of. Verizons robocall system is poor.

Terrible service you wait forever to speak with someone. What makes it worse you give you number and name only to wait 45 mins or more and then they have the nerve to wait on people just coming in the door and you just keep getting pushed aside. I’m so sick of this place I wouldn’t recommend this store even if it was the last one on the planet. You’d be better going into an authorized retailed they treat you better there .

Nice store very clean too many staff standing around while several people were waiting for service. We ended up leaving.

Probably the worst customer service on the planet- when you enter the store- you get ZERO acknowledgement. Once you sign in you wait super long- and all the sales people Have ZERO fire to work a little faster or efficient- and please dont say its due to COVID, or whatever, poor slow service is poor slow service, and this should be addressed! You can actually greet and acknowledge people, manage their waiting time expectations and or get a little pep in your step! Seriously- and ive been here twice, and had to wait equally as long to never be helped..WE all have jobs and other commitments!

Had to wait to enter. The salesperson who helped us wasnt much help. No stats or info on the display phones and our helper wasnt very handy with that info. Couldnt handle most phones. Hypervigilent on masking and distancing. It was annoying. In the end, we were advised to go home and compare online then return to look at the phones. Dont go there without already knowing what you want. Waste of time otherwise.

This Verizon store is located in The Avenue Mall group of stores and restaurants across from St. Thomas Rutherford Hospital on Medical Center Drive and the southeast corner of N. Thompson Lane.Well laid out store. Large reception counter and numerous agents ready to help. I need an estimate for a postpaid for and was given a printed estimate with all costs and discounts available for auto pay and being a Veteran.Very friendly and helpful agent was in and out with in 10 minutes. Ample parking and disabled entrances.

Crowded & I sent my tablet to be fixed & they lost it yr ago & still cant find it & havent done anything about it.

Avery, yesterday, was extremely helpful to me in trying to figure out how we could solve an unusual problem with my super old phones. His suggested solutions enabled me to still have a functioning backup phone while my broken one is being repaired. Thank you!

Went to Verizon to get SIM card for new iPad. After waiting 45 minutes and watching other customers walk in and be helped I left. I asked about it after the first person came in and was told I would have to be patient and wait until one of the reps who was pulling from the list was available. Not waiting for them to decide to wait on me.

Very bad attitude⋯I know that my English pronunciation may not be so accurate, but I keep saying that I want to upgrade my account to six lines.he didnt even want to listen and he looked at me with slanted eyes.

Dealing with the Verizon store in Murfreesboro on Thompson Lane was awful. We had to sign in and wait over an hour and half to get to finally talk to someone. They asked us to wait outside until we could be seen. Then got in there they wouldn’t let us use the restroom, pretty pathetic, that is a public business and they should offer a public restroom. Instead the salesman told me to drive around the corner and use Five Guys Burgers restroom, that was pretty pathetic too. We finally got to see the “salesman” his name was Avery. He acted very unprofessional like he didn’t want to wait on us. He took us over to the phones to look at them and my husband went to pick up an iPhone to look at it and the salesman was very rude and said oh you can’t touch those, we’re about to spend a lot of money on phones and can’t touch them, ridiculous! He had a bad attitude with us, needless to say we will be moving our service elsewhere and won’t deal with Verizon anymore. Good Job Avery!!!

Staff very rude and unhelpful. Told me be 1 1/2 hour wait. After talking and laughing with customer in front of me for over 20 minutes making several trips to show them phone after phone. I just neededt I phone 12 on pre pay account paying cash for phone.

Employees acted like we were bothering them as soon as we walked in the door. Was asked to wait for someone to meet with us. We waited over 10 min with no other customers in the store. Six people were working in the store and all but one went to the back. The one who stayed stood up front and didn’t acknowledge us. We were ready to change service to Verizon, get 2 new iPhones and an Apple Watch. Walked out. Will never go back. Ridiculous how you can’t get good service anywhere.

Been with them since 1991 because of their excellent customer service.

Laqunda Bandy went above and beyond to help my husband and me with patience and professionalism.

I have had Verizon since my first cell phone (15 years ago) and never had a problem. I went to the store to look at getting a new phone and they were competently rude! Their customer service have completely went out the window! They act bothered that you would even come to the store and cant wait for you to leave. I got yelled at for touching a phone (maybe put a sign up by the phones next time or let the customer know when you finally let them in the building). Couldnt tell me any of the specs for the iPhone 12, he just kept repeating I like iPhone`s better and it takes great selfies. I will defiantly will be pricing other carriers since my contract is now up.

Awful..Cannot even get a live person to answer the phone..keep asking for PIN number..

Took a longer than expected.Phone was.not in stock

I came in here 20 minutes before close last night with a question regarding my billing. And I was given a very well thought out explanation as to how and why my Verizon Bill is the way it is, in which I was more than satisfied with their explanation, and the kindness that was displayed. In doing so. Thank you Verizon.

Like all of these providers, once you buy their service and equipment you are on your own Buddy. Modern pirates who overprice, underperform and underserve in every way possible. They (universally) seem to think that they are indispensable. Unfortunately, they may have become just that.

I cant understand why no one answers the phone, also yesterday which was Friday, my daughter and boyfriend went to get his phone looked at, as soon as the people inside seen them they decided to close the store which was supposed to be opened until 8 pm and the time was 5:40 pm.

I give them 3 stars because i appreciate how theyre doing their part to slow the spread of covid. I sat there almost an hour waiting on the text that I could come in. The wait was too long so I just left.

This Verizon store needs so much help. We were attempting to order 2 12promax iPhones. We went Saturday morning and were told the wait would be 1. 1/2 hours. So we came back much later in the day. We waited 1 1/2 hours and were finally helped and went through all the questions of purchase only to find out there were no 12promax phones left in the store. We were told that a large shipment would arrive Monday and all colors would be available. I asked if I should reserve them but was told “no - there will be plenty. “ I returned Monday and waited 1 1/2 hours again. This time I was told to complete all the questions on my phone and while I needed help with this the salesperson had to be 6” from my face which made me COVID-uncumfortable. At the end of the process (2 hours after I originally arrived) I found out that again, there are no 12promax’s available. Since I went 3 times (5 hours total wait time) and I am no closer to having the phones with assistance I am ordering them online. I would prefer assistance in applying the screen protector. To be perfectly honest in the 5 hours I was there I felt like my salespeople would rather be ANYWHERE but in that store. The last sales attempt was the worst and I felt like I was annoying the hell out of the salesperson just because I wanted to purchase 2 new phones. This store needs employee reviews to get them in shape. At no store have I felt more like I was a nuisance rather than a valued customer and during all hours that I was in the store I was thoughtful and kind in my communication. This Murfreesboro store needs a complete overhaul in attitude and organization.

Excellent customer service.

Seth was extremely helpful and made the experience there the best & he deserves a raise !

Nice and helpfufl 👍

In the individual I spoke with was cool and patient. He helped with me different options to fit my needs.

The staff is always so helpful, and always explains everything to the best of their ability. While I wish the company themselves was more clear on what was required for certain things, such as transferring lines, I do appreciate the staff helping me to understand what I need to do.

Overall experience was 💯 Excellent!

I had gone to the store for a new sim card on Saturday Dec. 26, 2020. I totally forgot that AT&T had no services so as I arrived at 9:43am the store had already had 20 people in line before me awaiting for the doors to open and a few minutes later there were 20 more behind me, I would say 99% of the customers that day were from At&t. The general store manager was awesome and efficient. She had a system going in which kept everyone socially distanced and kept her store in ratio due to covid restrictions. I really appreciate her help as long as the awesome customer service she provided for me on that day to ensure I had a working sim card. I love Verizon services and customer service its simply the best!

Manager Jacob was super patient and awesome he explained everything so well with what I had going on with my bill and looked at my account thoroughly to see where he noticed I was losing savings he is the best go see him!

Josh was polite and professional. He took care of exactly what I needed and was super friendly too. Would totally return in the future.

Not very helpful people and long long wait times

After the IED went off outside AT&T’s data center on Xhristmas day, my wife needed a phone for work. Took about 2.5hrs to be helped. They went as fast as they could, put up with other customers screaming about AT&T, and why do I have to wait this long blah, blah, blah. I don’t think they expected that many people on December 26th but they handled it well. We’re keeping the phone because we travel cross country and sometimes other providers work better. Plus who could turn down free Disney+’ Hulu+ and ESPN+ for as long as you have the plan.

Great experience @ the Verizon store thanks to Kason Quick! His advice was 1st rate. We came in to the store with a broken phone and left with an upgrade at a low price.

Amazing place

Ordered online was ready when we arrived to check in. No hassles quick and easy.

They were expedient in helping me with my needs

For COVID reason don’t expect customer service at all. No you may not touch the phones they have, yes you will be standing outside the building even if it’s raining and good luck with your appointments because that can change in a minute. They’ll have at least 5 or more employees inside but don’t expect to be seen by them at all. If you’re not technologically literate I’m sorry but they will not explain anything to you. You better of reading it online or get an explanation from someone who doesn’t work there. If you have read this post this far and don’t believe me, go try it for yourself and good luck. For COVID reason these people don’t have to be nice to you anymore.

A big selection of phone product and good service

Due to Covid reasons, these people don’t have to nice to you and forget about customer service because they don’t have to give that to you. Good luck standing outside the building even if it’s raining. Unless your phone is completely trashed and not working anymore, these people will not see you. Go ahead and just go to the website and somehow find the information yourself because these people will not do that for you. Due to Covid reasons, the meaning “customer services” is out the window. If you don’t believe me go ahead and check it out yourself, unless they’ll close it for random reason.

Try to shame you into spending more than you can afford

This store wants to argue with customers instead of providing customer service. Calif solutions specialist was our service representative. Completely unsatisfied and will drive 30 minutes to Franklin TN to a helpful more polite associates.

My Pixel3a that I purchased around two months ago already has a sound issue. After several attempts to fix it on my own including a factory reset, I stopped by the store. I didnt have to wait long maybe 15 minutes to get a very helpful person. She looked it over and ordered a next day replacement. One thing I wish this store would do is provide more information about the phones on display.

The sales representative Julius did an amazing job!!!! Great experience 😀😀.

Took a friend there to get a phone turned on and there was a short wait in line but only bc they are following all the protocols for safetyBest part is he was in and right back outThanks Verizon

They fixed a software settings problem on my pixel phone. I was out of town. Courteous and prompt.

Did not go there. Just passed by so I can not rate it

Not helpful

Im giving 1 star because there isnt an option for 0 stars, which is really what they deserved. We waited 25 minutes after being signed in, for a salesperson to help us. (No, it wasnt a busy time at all) Once again, I needed something simple (a screen protector) for the phone that I bought from the Murfreesboro store and once again, they fail to have what I need in store OR in the warehouse. I lost track of how many times one guy looked at his watch while not with a customer and then walk to the back, I heard all about Hillarys exciting year, I watched 2 guys with the same customer as only 1 was actually assisting, and those are just the worst parts of this recent visit. All I needed was a screen protector. When someone finally addressed us, it took less than 1 minute to be told that they dont have one in store OR in the warehouse. For the record, Ive only had the phone for a year. Im tired of this Verizon not carrying parts, accessories, etc for phones that they sell from their store, then use the excuse when we get new phones blah, blah, blah. I would expect that if my phone were more than a few years old, but I just got it there a year ago. There was a time when this store had great customer service, and carried replacement parts & accessories for their phones, but I began seeing that slowly change a few years ago. Its horrible now. Absolutely horrible.

I went there with phone issues. I was sent to we fix it where they diagnosed I need a new battery but we’re unable to help me because they had no batteries in stock. They suggested I drive to Franklin or Brentwood which I did not want to do so I went back to Verizon and told them I would purchase a new phone. I had all the items I needed and the computers were slow and then crashed. I had to leave and came back and there was no one at the kiosk, But before the gentleman helping me could check me out once again, someone else was at the kiosk. I knew I could not figure this out at home so I canceled my entire order and walked out of the store. I never received an apology of any sort. I understand why the multitude of employees in there doing nothing but joking among themselves cannot help me during Covid to set up a new phone, but if this is The case, then the store either needs more kiosks or a system of having numbers so it would be on a first come serve first basis. I got to the car and the battery store called me again trying to set up an appointment. You all need to look into who you send your customers to. They had no record that I had even been there the first time. I too will drive to Brentwood to get help at the Verizon store there.

Well lets start by saying there is no loyalty. We went on on Tuesday to get a new phone for me for my birthday. Well Andrew was nice and happy about me buying a new phone and then we also got my daughter a new phone plus added my Grandson to the plan. We also bought associations that was a bundle deal of 3 for 100.00. Andrew talked me out of the Note 10 plus, so here is where the problem started..... I was told if I didnt like the phone being it back within 14 days and I could get a refund or another phone. So today 5 days later I take back the phone and it was not a nice experience. We will NEVER deal with a corporate store again. Rude!They are not willing to help you they just tell you to call customer service. So were is the LOYALTY!

They need more people on staff to help with time management, but the 3 people there are friendly and knowledgeable.

They only have one kiosk for customers to activate their new phone and it takes forever to wait. We do not think we could for this on the website without coaching. There is an employee whose sole job is to do nothing except watch the person in the kiosk, getting help on line. The live person refuses to help us. Restrooms are closed to public, even those with medical conditions. They have no one to clean restrooms. Evidently, they do not clean the restrooms when employees use the potty. Very frustrating experience. Hate this.

I walked in tonight to pay a bill and upgrade my iPhone. I figured while the two reps were busy assisting other customers I could just use the kiosk to take care of the bill portion. Not once did either of the two reps present greet me or acknowledge my presence. One star because a year ago, I was them. I worked for Verizon for three years, and never once would you allow a customer to go unnoticed! Your sales = your paycheck in a commission based job and your sales = your customers’ experiences. Terrible customer service, guys!

Just complete waste of time.

T’Aira really knows her stuff. It was nice to work with someone knowledgeable. She was extremely helpful in adjusting our plan to fit temporary needs and then giving good advice for bringing the plan back into line later. Well done!

Total incompetence. Whoever manages this location needs to learn how to run a business. It should not take 5+ hours of waiting to never receive any help. Went to Thompson lane and got it squared away in under a hour.

No cleaning at this store at all during customers

Horrible. I was not allowed person to person help with my issue. Instead, I was forced to live chat on a desk with a person. Hated it.

Upgraded my phone with no hassle! Thanks Verizon! Customer service was excellent!!

Had no other choice but to give this PARTICULAR location five stars! Rahim was my sales representative and this young man knew everything about the business and catered to my needs specifically in a way to benefit me. I was extremely impressed with the professionalism. Ill never ever go to any other store but this one. Thanks again Rahim!

Masks only. One at a time. Waited half hour to open. Not going to wear a mask.

Very rude people will boss you around and make you wait outside for no reason

I wish they would give you the correct time instead of saying ok its going to be 20-30 minutes, which we could see by all the people there. Then I was told well it looks like your display went dead so you wont be able to to use it, and since your warranty has expired (doesnt it cover as long as I am paying for the phone which is another 5 months), you can keep playing on this phone and buy another phone. Thanks for your help and selling us a phone that wont even last until you pay for the over price thing. I said I cant afford to pay for 2 phones and the guys said ok have a nice day. Thanks Verizon and Merry Christmas to you

Awesome place and awesome,kind staff.

The in store people were fine however the technical support from corporate is horry. They are rude, disrespectful and not really any help. Usually have extremely long hold times to talk to someone and rarely get any positive outcomes with issues with our service. Will change providers as contract ends.

I have just returned to the Verizon family after 8 months of another company. What a relief!!

1 star rating:Some of the staff were very friendly and helpful. However, the little Caucasian girl at the counter had staring problems and acted very unprofessionally. I feel like each time I go there it becomes more unprofessional. I question how Verizon chooses the employees they have to represent their company and provide customer service. It’s not a good reflection. Hopefully, you can create a better atmosphere that doesn’t feel like a bunch of immature high schoolers gossiping with no home training.

If you like haggling with used car salesmen, then you will enjoy shopping for a phone here. I had to ask 3 times for the price of the phone. He kept telling me how much I would have to pay today. When he was supposed to go check he would come back with other information and continue the sales process. Went to AT&T across the street and was told prices of phones when I asked.

They are quick to move people in and out.

The only reason I gave this store 2 stars is because the store itself is very clean and a step up in display fixtures and interaction. Thankfully it is because you will not get help from any of the staff. I spent 25 minutes in the store with not even a hi. Maybe because I was not buying a new $1000 phone they felt my business was not worthy of them. I wish I could have gotten in on the game they were playing in the backroom, it sounded like a lot of fun. Unfortunately, I could not because I was to busy serving myself looking for a case. I would not have written this review but for one reason. I was standing next to an employee at the table for at least 10 minutes and he purposely ignored me and I know it was because I was not buying an iPad and only looking at cases. At least the people playing games in the backroom had a reason to ignore me...they were having to much fun. I would rather go to a 1980s used car dealership.

Place is trash no customer service cant believe these people have a job with Verizon dont go there for eny thing pure trash

Had a wild issue because of switching carriers. After hours of calling customer service, I finally gave in and went to this store to try and settle everything. The staff at the store put a lot of time and work into helping me figure out what was wrong, and eventually, it all came together. All things considered, I had a wonderful experience!

Best Verizon store in the area Ive been to. If you live anywhere near murfreesboro, make the drive. These guys actually know how to help you with device issues and are cool even if you are frustrated.

They are very loving people to me

If you are visiting this store, you need to always ask for Avery. He is the best customer service representative youll ever meet. I love coming here, they are always able to help me manage my 30+ line plan and are always recommending me the best deals.

Terrible customer service! Will definitely be going elsewhere for all of my business needs!

Attendants name was Chris. My wife had received an iPhone as a gift from her sister and he told us that it was not compatible with my service, we have verified that the phone is not locked to any specific network, my wife and I are very dissatisfied with the help that was offered on getting this phone on line for us, my wife and I believe that since he was not selling us anything that he was not very interested in helping us. I have been a customer of Verizon since the year 2000. Do you still want my business?

Lost my phone and requested help from this location on buying a new phone but also on how to secure the data in the old phone. The Verizon rep said he couldn’t help me do that because I don’t have insurance with them. I pay over $ 300 per month for phones and the willingness to help is zero because I am unwilling to allow them to rake me over the coals a little more.

Had problems with an installation but the guys stayed after hours to fix problem.

Extremely unhelpful. Witnessed a female employee inappropriately touch a child and upon speaking to a manager and voicing my concern I was the one who was asked to leave simply b/c he refused to believe what I had witnessed (pretty sure they have cameras in there). I got the vibe that he was crushing pretty hard on the subordinate as he continued to flirt and joke with her through the process. Keep it classy Verizon!

Quick and great customer service. My go to place now!!!!

This place is horrible all they want to do is get your and shove ya out the door. They try to act like they want to be helpful but they really aren’t. They tell ya hey go home and you can do this or that to transfer content from one phone to another or give ya a piece of paper and say there ya go. The way the store used to be and how helpful they was then was way better than they are now. This place has turned into a joke. I can’t wait for my phones to be paid off so I can transfer service. Been with them for 15 years and they don’t even act like I’m worth the time to help.

We walked in the store and the guy said he was checking us in. Well after 30 minutes I noticed people were getting helped before me! When I brought it to their attention, they continued to help others before me. Very rude.

Certainly helped me with my phone issue.

I guess because they assume that you won’t want to order the iPhone X no one is enthusiastic about helping, but if someone would have just seemed excited to help me I would have ordered both that and the Apple Watch. Not even so much as a “Great, lets go over some options.” Completely ruined my enthusiasm as well. Fabtastic job of making a great experience.

I have been to this store several times. My daughter wanted to get off my plan and get her own. She wanted to buy a new phone and the salesman acted like he didnt want to take the time to help us. We finally left and went to another store. Every time I go in there nobody wants to take the time to help you! These are not isolated incidents, this is how they run their business!!!