I went here to change my service provider from AT&T to Verizon and to buy a new phone. Jeremias E. was super helpful and patient with the process. It wasnt easy to retrieve all my information and it took a while, but he was professional the whole time. Hes also really funny and kind. If I need anything in the future from a brick and mortar, Ill be sure to return to this location just for him and his jokes. Thanks!!

I could not be happier with the customer service I received from Andy Martin today. I went into the store to return a recently purchased phone and get another. He was very helpful and patience while helping me decide on another phone. I would recommend him and this store.

An absolute Nightmare! We were there 4 hours to get 2 new phones. Had to order a tablet and glass screen protectors. Screen protectors came in. Had to go back down to reorder tablet. Never shipped. Verizon canceled order. Lucky this time they had one. If the coverage are was so good I would switch.

Great service and customer care! This location gets very busy at times! Ive waited around 40 minutes. I would still recommend this location on the busiest days!

James’s service is very poor and very lazy. We asked him all the questions. He kept reminding us that it can be solved by going to the website. We don’t know if it can be solved by the website, why there is a store and staff.

Stopped by the store today and had the best experience with Michael! He was very kind and knowledgeable on devices and data plans. I never felt rushed, he answered all of my questions, and helped me get on the right plan. I highly recommend giving Michael a visit!

Miserable web site. Cant get an appointment. I would give it zero stars if it was an option.

Helpful staff, we went in to get helpWith fios but verizon and verizon fios are I guess two separate companies and they couldn’t solve our problem- but they did help us schedule a call from fios for the next day

I was told call the customer service number, itll be quicker over something that wouldve taken 15 minutes in store. Ive been on hold for over an hour.

I wish I could give Negative Review. Total waste of Time. I went there to switch my Business Account and the (Employee Marcus) he do not have any idea what plans Verizon currently have for their customers. He started with asking all kind of questions to get my account setup before even telling what offers they have. I have to educate him about the offers. he started taking the details in the iPad asking same questions multiple times (Gazillion Times ) after wasting 1 hour he said lets move to the other side where he can use the Laptop instead of iPad after that he started the process from the beginning 🤦‍♂️being curious I asked him which plan he is actually giving me he told about totally different plan than I asked Stating that the plan which I am asking Does not Even Exists🤷‍♂️ I told him that I have already spoked about the same plan with Other Verizon Store he kept denning and stating the plan does not exists.(Also said that he has been working in the store from 6 Years and never seen such a plan 😂) I browsed the same plan on my mobile which I was taking about and showed him and he said you can directedly setup a plan on your phone and come back to us. I almost decided to move to AT&T for this kind of behavior. Later I called Verizon customer service and got the plan setup which I wanted within 10 minutes.

Really great super service

Came into the store wanting to upgrade to 2 new phones. There was a more than one hour wait. Told we would have to make an appointment if we wanted help. There were no appointments for several days. Verizon usually does better than this. Very disappointed in this experience

Had what I needed an was promptly waited on.🤘🏽

Do not recommend slow service and have not delivered on items i have prepaid for. Very disappointing

Zach was very friendly and got me in and out super quick! Best Verizon experience in a store I’ve ever had.

Thanks for these guys I was in and out within 10 minutes flat with MiFi and I was ready to rock ‘n’ roll thank you so much! Have a great weekend!

Busy as can be but staff very knowledgeable and efficient.

Horrible customer service from the manager down.

The manager, Dylan, killed it. I attempted to change our plan with an online rep. Our phones were bricked. Came to this store to try and fix it. Dylan efficiently and expertly assisted me, interfaced with the on-phone Verizon rep., and helped five other customers all while standing out in the cold. Not only did he bail us out, but he bailed Verizon out as he salvaged our customer experience today.

30 min later, still waiting to move from 3rd to 2nd in line

Yanelus was wonderful!! She explained the different plans and got us exactly what we wanted..

Marcuy was very competent and professional. Thanks

Ive been a customer at this location for many years. Michael T. helped me at this location today and its the best experience I have had there so far. He had a great attitude and was really good at delivering helpful information. On a previous visit, I had been given information from another associate that turned out to be inaccurate and had a poor overall experience with them. Michael helped point me in the right direction this time, corrected the mistakes, and helped troubleshoot and solve my cell problems. Thanks Michael T.!!

Maybe because of the Corvid-19, our recent experience from this store was very disappoint ...it was really great a few years ago. The only reason we went back to this particular store to purcase the new upgrade phones is that we thought they would help to activate the new phones (since we are paying $40 for each upgrade). But then we realized their ultimate goal is to push the customer out of door...not willing to help at all...after charging $40 for each phone upgrade!

I want to thank Dillan and especially Kyle for the outstanding service they gave today!!! Under restricted circumstances Kyle was able to make sure my husband and I left the parking lot as happy customers. Thank you for going above and beyond. Under today’s current pandemic having my phone is very important. Keep up the great work!!

People were great, but still no 5G in Franklin, TN. LIARS. I have tons of infrastructure waiting on this connectivity and have definitely been extorted for the money. Where is it Verizon? Maybe if I stand beside the AT&T Building downtown. Geez. T Mobile would you please buck up and provide services for the future of right now. So so tired of the crazy expensive, super inadequate bandwidth. Thank God this isnt a remote surgical procedure.

Went to this store last week. Was told they could not upgrade my account to unlimited data at the store. I would need to do this online. Was online with Verizon for over an hour. Was told on chat line this could definitely be handled in the store, my husband (Gary L Conn) and I went to store to get account upgraded. Same lady (Manager-Brooke Smith) said one of us would have to wait outside. Only one customer per sales person. ONLY ONE CUSTOMER in the store at that time. We said no because account is in Gary’s name and I am handling the upgrade. Manager got really rude and said “only one customer per sales person”. Then she threatened to call the police.We have had a Verizon account for over 20 years and are just totally shocked at this HORRIBLE customer service. I expect to hear from you and certainly hope this lady is reprimanded for this terrible treatment of a customer.Suzie Conn

Refused to work with us both for our business phone. “There can only be a 1:1 ratio of people”. I heard “we don’t want your business”. We left.

Switching carries to Verizon. Was greeted outside, checked in and was given the option to wait in my car - awesome. Unfortunately the rep that I had to help us was rude and making what needed to be done more difficult than what a previous associate had told us. We were leaving frustrated after 2 hours for something that should have took 15-35 mins. On our way out we ran into Brooke, one of the managers, we told her our frustrations and what we needed to do and how we were not help. She too was frustrated and not only was she beyond polite but took the time to multi-task and get us taken care of. I was originally told it would take and hour to switch carries but with Brookes help I left the store on the Verizon network. 5 stars for Brooke as she was outstanding in managing her team, the customers and still providing outstanding customer service!!!! I will only return back to this location as long as Brooke is there.

Not terribly impressed. They want to earn a commission through a sale that I a) have no interaction with. They expect us to trust a preprogrammed demo. I get there is COVID but how about you all sanitize between interactions. b) get a commission from you doing everything through the app. Yeah, bro, I can do that on my own. If I wanted to, I wouldnt be coming into the store and paying you to help me figure out the best phone for me. Avoid this store. Going to another store locally that still allows interaction with phones and rather be lazy simply sanitizes between customers.Edit: Owner left a see Covid statement response here comment. I understand COVID is going on what is not acceptable is that I was not allowed to enter the store (was wearing a mask). I was told to watch a preprogrammed demo line, while standing outside of the store. I was also told that I could give a sales rep commission by ordering my upgrade phone online from my phone. I got my phone upgraded by another store who were AMAZING! We were allowed to ENTER the store, hold the phones which the reps wiped and sanitized, and got help making a purchase. This store sucks. Covid statements arent a justification for lazy and rude reps. Period.

Technicians are great- frustrating not being able to be in store to talk and get help. Everything is online or by phone only.

I received superb customer service from Kyle today, he patiently walked me through transferring photos to an external thumb drive. He explained the process and resolved my concerns. Thanks so much!

Great staff, great experience there. Very helpful for someone only barely in the 21st Century technology.

Stopped by earlier today with some questions and were told we could come back anytime before closing to upgrade. Returned around 630 and were told we could only come in with an appointment. One customer was in the building and 5 employees were literally sitting at a table talking.

Simple and great customer service

Dylan was amazing helping with our Moms new tablet, even though we had purchased it at a different Verizon store. Thank you! You truly made our day!

Super friendly staff!

I recently experienced a deceptive practice at the hands of the corporate Verizon salespeople, and went to this location to resolve it. Unfortunately, the Verizon structure limits the capability of the brick and mortar stores to selling and creating new accounts, not maintaining customer satisfaction.Be careful what you agree to over the phone or via chat, as the remote salesperson may convince you to try a product under a “14 day grace period.” This this grace period comes with a penalty: around $100 dollars in my situation. That is a far cry from risk free, and a distasteful way to trick a customer.

Stopped in the store and spoke with a gentleman who had knowledge and spoke with authority while being very knowledgeable. When leaving we inquired who the manager was. It was him. The spelling may be wrong but we believe its spelled Marquette. Quick and finished. Good job!

Kyle was excellent and resolved my issue quickly and professionally.

Brittany is a manager at this location and provided great customer care. She was extremely attentive and patient which made working through an issue much easier. I am very grateful for her!

Guys were great at this location. Went above and beyond and provided very quick service.

I have been using this Verizon now for several years... Joseph is the guy to ask for. He is always very pleasant to work with and guides us in the right direction for solutions.Being in sales myself, it is very important to listen, and understand what your clients are telling you. Joseph has mastered that.Thank you!

Great employees

A loyal customer for 28 years

My lost phone wound up there. They called my very promptly. I was able to recover phone before leaving area. Good job!

Worked with both Jonathan Figueroa and Joseph Walker on new phones and upgraded plans. Really impressed at the level of detail both gentlemen went into in helping us. Additionally, both exhibited point-of-sale empathy that’s actually hard to find in commoditized consumer electronics anymore. Have been with Verizon for about 16 years, and this location is near the top of any I can recall in terms of team-driven customer experience and technical know-how. Way to go!

This Verizon store makes it impossible to reach them. I scheduled an appt and then needed to cancel it. No way to do that on their website and when I tried to call them I was put on hold forever. So much for customer service! Im sick of companies making it harder and harder to reach them.Suggest you to go to Victra, a Verizon Authorized Retailer on Murfreesboro in Franklin. They actually will answer the phone and dont require an appointment for assistance.

On Thursday I stopped by the Verizon store to potentially upgrade my line. There were about 2 other customers in the store and a group of employees standing in a huddle chatting. The young lady that helped me was very new and could not answer my questions. She kept going in the back to ask the Store Manager the answers or to the group of employees to ask the District Manager the answer. Neither of the 2 would actually come help the poor girl. Sink or swim is not a very good method of training employees for their sake or the customers. Between the lack of custoner service and all the security breaches, I ended up switching to Sprint. Twice last year, my Verizon account was hacked and phones were sent out. I called immediately when i got an email saying i ordered a phone and had it shipped to another state. They tried to charge me $699 for one of the phonss despite it being reported as fraud. It took about 4 months to take the charges off my bill. I had recently been receiving other scam calls showing as coming from Verizon. Just tired of the poor customer service.

Update : We left the store happy with the service. We were just waiting on our Visa rebate cards to come in the mail. The verizon employee said a few times how fast the rebates would come in. He said we would get the Visa cards before our next bill dropped. No mention of anything we needed to do. We waited a few weeks wondering when the rebate cards would arrive. We finally looked into it and found that we were supposed to submit the rebate. And as you have probably guessed by now, it was too late to submit the rebate. We called the rebate center and they said they could not do anything and to call the store. The store keeps saying they will call us back which they never do. Time to switch!Original review:Very friendly and helpful staff! We asked tons of questions and were there for over an hour while upgrading 3 phones. I always come here for my phone needs.

Cant get the help with your phone that you need here anymore. They use to give excellent service. Now they are just a building w paid employees that cant help you.

Run from this location fast! I do not have enough time to tell you how terrible this location is. Run, Run Run!!!!1959 Mallory Ln, Franklin, TN 37067

Not in trsffic

This store is a joke every time I go in here it is a very poor experience. Save your time by going to any other Verizon store or just calling customer service for your needs because any time spent here it will be completely wasted. Deigo the Solutions Manager was fantastically underwhelming and offered no solutions, hence the title is laughable. Try the Verizon in Nashville West shopping center, its a much better experience overall.

Everybody was nice but, not helpful. Probably because Verizon is to big... the left hand does not know what the right hand is doing and vice-versa.

Went in to inquire about upgrading. I was debating between 2 models and had the pleasure of working with Rather Saulsberry. He was patient, answered all my questions and was not in the least bit pushy. If my indecision was annoying, he didnt show it. I decided on an upgrade and feel very confident with my choice. No buyers remorse. Great shopping experience.

The service at this store has always been in a rushed manner; you wait 20 minutes, then they blow you off in 2 minutes unless you come with an open wallet. The products and services sold to you already they dont want to bother with. I have been with this company at least 10 yrs and finally have had enough. They have become too big to care for loyal customers. Good Bye Verizon.............wish I could say it was pleasurable.

This store used to be great. I went in last week and a woman who had been there for 6 months gave me Asurion contact info. Verizon used to help with replacement. It took me 2 days to get a new phone. The woman at the store gave me no options, was rude and said I could pay $500 for a new upgrade. Verizon online said differently. Long story short, still dont have a working phone and the rep at the store was rude and just wanted to get rid of me.

As always Verizon was able to meet my needs. The Verizon associate was easy to deal with and did not try to oversell. He asked the right questions and had the right answers.

I recommend scheduling an appointment before you go but other than that it is a very clean place and the employees are super helpful and friendly. They do their best to get you a great but affordable deal.

Just walked out of the store after being treated like trash from a very rude salesperson. With no interest in finding any way to help get actual value out of the service he told me that I dont qualify for any of their new plans because Ive been a loyal customer for almost 20 years and on top of that, my service is bad because of growing pains as they prioritize 5g. Basically, Verizon is a scam and they would rather price gouge and hide charges and treat customers poorly in store than give any kind of service or value. Driving to any other carrier right now.

I needed just to report that the previous fix attempt didnt work and have them order a replacement device. We walked in and spoke to the greeter just inside the door. He asked why we were there and for some basic information and within 2-3 minutes hed order the device and we were on our way! WOW!!! Id never experienced such fast service at Verizon before. Made my day.

Best service in Nashville

Went to Verizon Store at Cool Springs today. Was checked in almost immediately, and waited on within 10 minutes.Dylan was our sales person. He was very efficient, knowledgeable, and worked with us to determine what was best for me. Thank you, Dylan.

Ask for Josh or Justin. Dealt with both on separate occasions and both were professional, educated on products, and very personable. Thanks guys!

Quality Service

Cody was extremely helpful to my friend as she looked for her next phone. Its good to find one of these customer-oriented VZW stores in my new hometown. Theyre becoming a rare breed. Ill head back to Cool Springs when I need anything from Verizon.

Specifically asked if they had the phone I wanted in stock TWICE when I got there, both times told me yes. After spending 30 minutes changing my plan and working out all the other details they went back to look for the phone and then told me they didnt have it.

These guys always do a great job. Professional service, well trained staff. Usually busy, but thats a good thing!

45 minute wait

Dylan our rep was outstanding ☺ helped us seniors understand everything and choose the right equipment for us

A very long wait but when I was being served,, it was the most pleasant experience in customer service, friendlyness and knowledge of the product

Went for breakfast with the family. Nice friendly staff. Clean place. Food came out fast and very delicious. Great Homestyle Cooking and as bout as good as youll find right off the highway.

I Purchased a phone form this location and the Verizon rep told me they couldn’t set up my phone do to “ privacy” this is a lie!! I had no idea how to even get my phone past the set up and they wouldn’t help me at all. They told me to go to the Nippers corner location and they will set up your phone and transfer your things. I went there and they where more then happy to help me. I will never buy a phone from the cools springs location again. Go to the store near nippers corner they will get you into a new phone and set it up, and they will make sure you’re happy before you leave.

Was taken immediately. Very helpful person. Changed sim. card. Solved problems and was out in 10 minutes. Great service.

Verizon did not fix the problem we pay too much money to have on the best service coverage area to be dealing with this

Great service and the wait is not that bad compared to other companies. Very friendly and knowledgeable staff, and you dont leave the store until you have your problems handled to your satisfaction.

Worst store I have ever been in. The manager Matt Hickman has zero customer service skills. No empathy for any customers. Could care less about customer retention. Will never visit this store again and will more than likely go to AT&T .

Always busy and getting a knowledgeable associate is hit or miss. Our last visit was fantastic! Ten- fifteen minute wait time (which is short compared to a normal wait time of over twenty minutes), and an expert helped us find the best deal. However, set up on that deal always takes over an hour, and without a place for kids to be entertained, that can be very difficult on parents of young children.

Able to help me and my clueless about all things technology self get upgraded and set up! Took extra time to explain for me!

The staff here is knowledgeable and courteous.

Great service! Knowledgeable customer service agent. Good training.

Took my name and waited 45 minutes. No one else said anything to me, but people came in after me and they were helped . I left and no one noticed. Dont want to ever go back. I wanted to rate lower but it wouldnt let me.

The staff was extremely helpful and I did not wait

Great employees with best service!Helped me port my numbers and set up the most cost efficient price.Thanks!

My visit was fine

Our first experience with Verizon was awesome!!! Marcus was extremely helpful and has the best customer service!

Marcus C. -Exceptional Service! I give Marcus Cameron 10 out 10! Hands down best service thank you! Timely, efficient and readily really appreciate it Marcus you were more than deserving of a great review.

Not sure about other people whove had average experiences here, but heres mine.I had mediocre service at another location so I hopped over to this one. Quickly I noticed the lively atmosphere of the store, and some of the employees were cutting up. One of them speedily helped me. Originally I thought I needed a large or Unlimited data plan, but he actually looked at my data usage in the past and concluded that I should go with a 5GB/month plan because thats what I needed. Even though technically theyd make less money off me. I was impressed.

We had an amazing experience at Verizon. David made our transition over to a new plan seamless.

I cannot say enough good things about this store! I was in and out in 5-10 minutes. Kyle was so helpful in assisting me with picking out a phone & accessories and moving my phone number over from another carrier. He was super nice too despite the fact that I had my unruly 18 month old with me. (I had actually gotten a sitter the day before and spent several hours in the Verizon store on Murfreesboro Rd trying to do what Kyle was able to do at this store in under 10 minutes. I left the other store frustrated with no phone and ended up having to bring my wild kiddo with me to the Cool Springs store.) Thank you to everyone at this store for being so kind and helping me get switched over to Verizon and set up with a new phone.

Great service by very courteous and helpful person.

Waited for about an hour. They kept servicing people out of the order they were placed in the queue. Even this old man they said would be next, they skipped like 3 people in front of him and he left without being helped.Tried to get my phone fixed and the guy said I would have to buy a new one. Went to another location later and they fixed it no problem...

It was really busy, which isnt the stores fault, but it took some time before someone came over and put me in their e-queue for service since there wasnt a line, just employees wandering around with tablets. I was annoyed because I went in knowing all I needed was a replacement SIM card, but I was left waiting in the e-queue behind people that were taking 15+ minutes to decide which phone plan they wanted. Finally, someone came over, replaced the SIM, and I was on my way.

Justin was very professional, extremely knowledgeable and provided outstanding customer service!

Went in to transfer one phone to another and waited 20 min. No big deal. Dont know much about transferring and told her so. Had to dam near twist her arm to help me. Then in the middle of things she walked off and helped someone else . 20 min. Latter I just left she never came back. Is this how you treat corporate account s.

Great service. Good looking store. Well organized with good presentation.

Bad

Every time I go they are very helpful and nice.

Wait was too long! Their system is organized, but we waited so long. They couldnt offer us what we were looking for.