Our experience was great. I do see how someone has to wait a long time. There were 4 people working and the time it takes to buy a phone and transfer your data is around an hour or more. Our guy was with us for probably 45 minutes and as our data was transferring, he went to help other people. We were there almost 2 1/2 hours. Technology is great but takes a long time to get it to work. Probably like that everywhere. Just have to pack your patience.

The last past two times i went and i wasnt too Happy about customer service, but today i went and i was really satisfied/ Happy .The customer service was AMAZING!💯👍The worker named Salvador is the reason why i am giving 5 starsIf anyone of you going to a Verizon store in Rockwall i recommend ask for Salvador to help you out.

They are NOT very helpful! You do better calling Customer service, because they definitely will not go out their way to help.

We headed to this store after an awful experience at the ATT store in Rockwall and we met Thomas S. He was a delight, his customer service and energy were great. Def complete opposite from what we experienced with Brandon at the ATT store just an hour before. Thank you Thomas keep up the great work!

See TONY ONLY !!!!!! Intelligent, always KIND, UNDERSTANDING AND SMARTER THAN ANYONE/EVERYONE that work there. The hilarious part was that a few days ago, I was there with a sm situation and was a line (4 including me) even though the 2 other workers werent busy. Theyre usually busy playing cell games. BwaHAHAHAahah

Tony gets a 10 star rating he gave me great service

Great service great relations with customers. very Helpful. Gilbert was great to work with help me set my phone up. Would recommend

Worst experience ever, came here for a SIM card after customer service sent me here to begin with, manager refused to give me a SIM card while I was on the phone with customer service they even talked to the manager and that didn’t changed anything. I literally had to go to Best Buy for a SIM card. Best Buy didn’t hesitate to give me a free SIM card when I was expecting pay $20 (Customer Service offered me a credit but was not needed since Best Buy didn’t charged me).Never coming back and if you need help with your Verizon phone just go Best Buy for help.Now I know why this store has 3 star reviews!!!!!Not Good Verizon Not Good!

Always helpful staff, and love the new store design! There can be long waits, but thats true of every cellphone store Ive ever been to.

Verizon is going overboard with how to handle customers. You cant go into the store! You have to stand outside in the heat with a mask. The doors stay locked and you are only allowed to go in if your phone is broke. So, if youre trying to purchase a new phone youre not allowed in to look at them! You have to order them online and go back and pick them up later!!!! This is stupid ! You can go eat in a restaurant with no mask but your not allowed into a Verizon store to look at phones. I just might change providers!

Had to wait a few minutes, but the employees were very friendly and helpful.

Nice store, slow service, I think all verizon stores are slow. Unable to do a printout of contact list, phone died and they couldnt transfer info over or print a list, said need to contact headquarters. Not i.pressed with Verizon.

Awesome customer service.

Waited for over an hour just to be turned away because I didnt have my photo ID.

Very helpful staff

Was trying to add my boyfriend to my plan and get us each new phones. Would only let one of us in the store, and wanted us to purchase phones online and add him to the account by calling to Verizon. Not helpful at all. Went to ATT got two phones and a new account for half the price and was able to do it in the store. Also with ATT got 25% off for being an RN. What this store is doing is not the CDC guidelines, they are making up their own rules and lost two customers.

I changed my rating from 3 to 4. We walked in, a guy asked how he could help, as soon as we started to explain, he walked away to help someone else. Then the gentleman who did help us, initially, looked right through us as we explained our needs. I finally had to say excuse me for we got his full attention. I changed the rating because my husbands phone died and we thought he was going to have to buy another one. But the gentleman looked up our insurance information, that we thought had expired, and informed us that they would replace the phone and got as new one to us the next day.

I visited this location after deciding to switch over from T-Mobile to Verizon and was helped by the sales associate named Bryan. He guided me throughout the entire process from choosing a plan, trading in my old phone and picking a new one. Even after my thousands of questions he was never once irritated and was more than happy to help with everything. Although I live in San Antonio I often visit Dallas and this will definitely be my go-to Verizon store from now on. I’ve only been with Verizon for two days now but I’m already extremely impressed with the customer service and help compared to what I ever received with T-Mobile. Bryan is definitely a prime example of an employee that goes above and beyond for his customers, thank you!P.s.. All the other people commenting below complaining about having to wait outside and the doors being locked, and the associates not being able to perform certain tasks at the moment....I hope one day you crack open a dictionary to understand the meaning of a pandemic..

Very helpful courteous quick to get to you as soon as they can.

Good place to shop, and get services for my phone.

Great people, great service.

Worst Service ever I will never step a foot in there ever again. I had a couple of question about my bill And one of the sales guys had me outside discussing my billTo me, that wasn’t professional at allI felt very discriminated and upset in my part because I look inside in Verizon store and my own culture was just looking at me and no one bothers to help mePoor customer serviceI will be emailing thebalacesmb.comfilling-a-complaintAnd one more thing about the owner please dont bother to send me your apology! You are hearing from me soon

Not clear on phone purchases

Absolutely worst service ever got a phone from Verizon when asked questions about transferring data all the clerk would say was you can go to Best buy and pay them $15.00. totally has no concept of customer service do not understand why I pay the extra for Verizon when I get treated like straight garbage I recommend people to go to any Verizon other than this one or two like they said and use Verizon at Best buy cuz they obviously do not want to do their job.Update: contacted the manager of Verizon and the response we received was that their employees are programed for the type of service we received and they have a standard auto reply on all reviews no one from Verizon has even tried to make things right or at least given legitimate apologies and said how they would keep this from happening again. Truly a disappointment good luck to any one who shops there.

This is absolutely the worst location i have ever dealt with. Their phone does not go to them if you have a complaint. Absolutely no one will reach out to address your complaint and do absolutely nothing to fix it. They will sell devices but not give any technical support so be wary you may end up buying a paperweight. This location is why after 14 years of being a customer with Verizon i am going to leave when my contract is up. The staff is rude and uncooperative the owner and management will placate but will not speak to you to make things right absolutely egregious. I truly hope maybe someone will reach out to me and not give a generic verbiage response.Update: I responded to the email email in their response to my review and of course zero response why do i pay so much extra when i can pay less and be treated just as poorlySecond update: Still have not heard anything back after i have sent a couple of emails. At this point i would recommend using at&t or sprint their customer service is terrible but at least you pay less to be mistreated and ignored then pay so much for lousy customer service.

The guy was ok, he tried to help but his hands were tied. Veri,on is horrible. Couldnt even get a person to call and talk to me at the store.

Helpful, expedient and clear on a family plan, new phones, info.

Forget this place worst Service ever I will never buy a product from this place ever again.i went to pick up a phone they Told me nothing about having to bring the card I paid with online. I recommend every other Verizon than this trashy place. In this review and speak for two people they just lost two customers. They should’ve thought about that before they had bad service

On saturday the 11th of July, I ordered two phones through verizon customer service and was told the Rockwall location had the phones and accessories in stock and I would receive a text in 1-2 hours. As saturday went on no text so I then again called customer service to ask why the order had not been done this was four hours later, I was then told the store is open and you can go there with a mask and they will help you get your order together, I arrived at 4:13 pm, the store was closed bars pulled down, no one in site, went home called again and was told the store should not have closed until 5 pm . So today Monday I was told by verizon manager that my daughter could pick up the phones with her id, she arrived and was told by Jessica I need to be present with id, credit card, and in person, and also I dont no why they sent your order here we have been closed due to covid, so not only was my order not filled, they took my money, but the store they sent it to was closed, after speaking to verizon for the 6th time I conclude that Mrs Jessica is running that location and closing it the way she wants to and not by verizon standards, I have canceled my order and will be thinking long and hard about verizon and the way I was treated as a long time customer, but companies dont care about consumers we are just another number almost four hundred dollars a month I pay to be treated like trash,, thank you verizon job well doneI am pleased to inform the public that I received a call from the manager at the rockwall location, he was very professional, he explained the misunderstanding and went into detail about what would have made the experience for me much better, the number one reason I no this manager was sincere because as a Nurse on the front line fighting Covid I no how incidents can be taken out of context and sometimes we have to take a step back and reevaluate the circumstances surrounding the incident and because he did so quickly I told him thank you for the phone call and clearing up the matter, so in the future I will be using Rockwall Verizon

Great location, clean space, helpful workers. Bummed you have to go next door for the restroom. Edited *Got the bill with our new phones and had to call to get the bill explained. We were told that we shouldnt have much extra once we paid the taxes which we did upfront. We are paying $400 more than we thought we would be paying. Has me thinking of leaving Verizon as soon as we can.

I had to revise my 5 star review. Seems that they can now sell you a set of new phones and put a protective screen on them but when the lifetime warranty for the $50 screen protector stops at covid. They refuse to adhere the new protector I had to have replaced via the Zagg Warranty due to covid. You can sanitize and slap a protective screen on any other day and you’re good to go. However you can purchase one and it’s done no questions asked. Makes no sense. So now I have to send the warranty item back and keep a cracked screen protector.

Wanted 1200 dollars ouch! Went to best buy got the same phone better plan 60 dollars out of pocket. Yeah best buy.

Tony went above and beyond what we went there for. He was extremely friendly and helpful. He answered all our questions and even pointed out ways to improve our service, account, and phones. He greeted us within seconds of our entry into the store and gave us his undivided attention until we had completed our business.

Always helpful and nice

Service was okay but thought it was odd that the customers had to wear mask but the genthelping me was without one and had the sniffles. I am sure it was allergies but still.

Very friendly and knowledgeable lady helped us switch over two phones and a smart watch in probably 20 minutes or less. Would definitely recommend!

This guy wouldnt even let me in the store ..haha hes affraid

The store clerk was very helpful with answering my questions concerning my phone problems. He gave me the best option and that was replacement of the phone using my warranty. I had the replacement within three days.

They would not give us any kind of a new deal on a brand new phone that we were ready to buy and on Wednesday they told us a different story than they told us today Saturday so we are buying the phone at a huge discount at Costco too bad for them

We had a great experience. They worked tirelessly to make sure we were taken care of and left satisfied with our purchases.

The first person to help me, didnt. Told me complicated things to do that I wouldnt have been able to do. Jeremy over heard us, he sold me the phone initially. He was wonderful. He knew exactly what to do, he listened!! He was exactly right and now my brand new phone is GREAT!!!! HE IS THE BEST!

The worst customer service! Really horrible. They’re ambivalent at best, and abusive if challenged.

I have a mixed love with Verizon these days. The first trip with my husband, the salesman was an idiot and sold us non compatible accessories. And he was clueless with the screen protector. A different trip with my daughter and the salesman was very knowledgeable and very good with the screen protector. He was just a little pushy and needed to remember not everyone is as tech savvy as him. Overall that was a good experience so I guess it balances out.

Thomas is great at his job!

Couldnt duplicate problem. Gentleman tried to help me. Was very polite. But I cant say if fixed or not since I couldnt get the phone to act up

Amazing and stayed by our side through it all. Thank you so much

The agent went out if his way to help me get more storage space back on my tablet. Very helpful.

Amber helped me on a Sat. afternoon. From the time a young fellow welcomed me at the door, my experience was awesome. Amber was extremely patient. If she did not quickly know something, she found out. She went above and beyond! Will definitely return to this store if this service continues.

Typical provider. Expensive and marginal service. Corporate is better to deal with than the representatives in the store

Always friendly and helpful. Ive done business with them since 2005.

I went into this store tonight and was sadly disappointed. We walked in and were never acknowledged, greeted, or told someone would be with us in a few. We waited for 10 minutes and never spoken to by 2 sales associates. As we decided to leave and go elswhere, we did not even get a thanks for coming in tonight. I know now, I will never purchase from this Rockwall store due to the poor service.

Nice employees

The actual worst cell phone experience ive had in my life. The sales person was pushy and dodgy about charges. At no point was I offered the phone I asked for, they always only had the more expensive model conveniently. And if they had spent as much time setting up my account as they did pushing me about commission items, maybe my phone would actually have service right now. So now I have a phone without a number, no way to access my account and no explanation of what im even going to be paying. Just pathetic.

Gilbert was top notch in helping swap us over from AT&T to the new Verizon unlimited plan. I could not be happier right now. Great service!

Awesome... had me fixed and out of there in under 5 min!!

Been going here for years. Their staff is always knowledgeable, friendly and patient. I never buy phones anywhere but here because of their continued outstanding customer service.

Monica was great! Made switch carriers a very smooth and enjoyable process. Would highly recommend.

Great customer service. They take care of their customers and back up their products.

Ive been with Verizon for almost 20 years. Ive met a lot of helpful customer service reps, and techs during that time. What I CAN NOT STAND though, is a pushy sales person. I know what my budget is, I know what I want, and I refuse to purchase extra bs that I wont use or need. After saying no to the sales rep three times, having a manager come over to try to aggressively bully me into purchasing useless bs is only going to make me write a bad review. NO MEANS NO MANAGER MAN!!!! Hopefully you dont act the way you did with me in your personal life. Im still leaving a 5 star review because as long as Ive been with Verizon, I know that YOU are not the norm for Verizon employees.

I have been a Verizon customer for 20 plus year BEFORE it was Verizon but Southwestern Bell. I moved closed to the ROCKWALL location about 2 yrs ago. Over the last 2 yrs, this location has provides the WORST customer service I have ever received in my 20 yrs plus of interacting with Verizon. What happened on 17 Dec 2017, caused me to write a post. I was in the hospital with pnemonia for 2 weeks. I needed to returned accessories from upgrading my phone. I was told, NO because I was 2 days short of the return date. They DON’T care if I was in hospital and can prove it. Avoid asking for the management, they don’t care. Avoid the females especially if your a female. I believe one was named Monica. I have been loyal to Verizon because of the excellent customer service BUT a long term aka loyalty customer means noting at this location.

The coverage is good, this location has gone down in service. All I needed to do was transfer data from one phone to the next and asked for guidance, after 25 minutes the guy couldnt help me using some app he downloaded in my new phone...when I got home I did the transfer myself after finding an official Verizon app that would assist me in transferring this data. Who knows what app he was using but it sure as hell didnt work. If you dont know, get some help....also understaffed location..bad business

This store is always friendly and speady.Best Verizon store that I have ever been to.

There more friendly in rockwall then anywhere else

Managers here didnt even know the correct Pixel 3 launch date and refused to sell it.

Considering it was under construction, it read a great store! Staff did a great job getting us new phones and plans!

Cell phone stores are just the pits my husband bought me a new phone for my birthday, I went in to my local store and the young girl makes the comment that we are not suppose to help people set up there phones. Well excuse me then why do we pay so much money for service if we cant get any help. I took the phone home and set it up myself. Still considering changing carries due to that experience.

Very friendly and helpful staff, gave great advice.

I went to your store in Rockwall Tx, & I am sorry to tell you that one of your employees straight up lied to me about my upgrade in my phone, she didn’t act like she wanted to help me, she told me that they wasn’t allowed to transfer all of my contacts or my apps so I left that store & went to the store in Plano, & I am so happy that I did because that’s where I met Chris B & got the best service I’ve ever gotten from any of ur employees

I am so dissatisfied with my service and beyond unhappy with the hassle of dealing with this company. Im looking for a new provider

Knowledgeable staff, very helpful and accommodating.

Walked in at 7:30 pm just to get a new sim card per customer service phone call, employee was rude and lazy, had to argue with him to walk to back of store to get the card, but would have rather try to sell me a phone case for a phone I have had for 2 months and nothing but problems with, but to him it has been around. Done with this company!!

Very supportive and helpful service.

Busy store, friendly people to help.

If it could be zero stars it would be I was completely lied to by the salesman so that I would buy a tablet please fact check anything a salesman tells you theyre liars

Very friendly staff

Great service, fast help and wonderful guy...Donald is great!

I have been with this Co sense they were Primeco. I went in today and Sat for about 20 mins and they proceeded to help the people who came in after me. Im very disappointed and just got up and walked out. Very dissappointed!

Was treated very rudely at this store. I ordered a product via their phone line (a jetpack) and they sent me the wrong product. The phone people told me to bring it in to the store to trade it out for the right thing. After waiting for 45 minutes to talk to someone, the store wouldnt trade it without a restocking fee (which I was later refunded by the phone support). They gave me the wrong thing AGAIN so I was back in the store within 5 minutes and there was already a long line again so I was forced to leave. I came back the next week and they refused to trade it without a restocking fee (which was more than the device) and said I would have to pay the difference between the 2 products at 80$. The 2 products reported as the same price online! I obviously did not take this scam... erm... offer. I wrote a complaint to verizon about this but never heard back. Looking at switching carriers now after this ridiculous experience. The manager that was helping me should be fired. Oh. And the phone reps put me on a 2 year contract without being told so or agreeing to anything. Working with BBB now on resolving this.

Customer service was not at ALL the CS that I get from when I call Verizontech. support number. I will never go to this store again!

VERY SHADY SERVICE BY DIANTE! My mother went in to this location and was greeted by Diante, one of the sales associates. She explained to him that she was on my account and wanted to upgrade her phone only. By the end of the transaction, he had my mother purchasing a tablet under false pretenses WITH ALL SORTS OF HIDDEN FEES/UNDISCLOSED CONTRACT that he did not explain to her. There was an upgrade fee that he and a manager told her they would wave; that did not happen until I saw my bill and called weeks later. He also charged her some $54 bogus charge on the tablet line that he never would explain. That charge was credited, again, only after I called and fussed about it 2 weeks later. Diante did not disclose to my mother that she was agreeing to a 2 year contract with only a 14 day return policy. I am in sales and understand the idea of add ons but I fully believe in transparency. Obviously, Diante does not! He took advantage of my mother and now we are stuck with a tablet she does not even want due to his shady sales techniques. She has informed me that she will never walk in to that location again. Great job Diante causing a bad review for yourself and that location!

Very helpful staff.

Great location, newly remodeled, helpful friendly staff.

Customer service is outrageously horrible.

Line can be long but always great customer service.

The service was right on the money. I enjoyed my experience. Thanks Tim!

Check to make sure your phone, works, some people are lazy and will just hand you a box with a phone in it. Plus you will get hit with a $30 upgrade fee, if your looking to get another phone.If you are not fully satisfied, you can return your merchandise for a refund within 14 days.A $35 restocking fee will apply, See the return policy.

Got phone for mom on August 5th....they said they would send it to her and shed have it August 8th or 9th. Still no phone received on August 13th. Go to store....they didnt ship it till August 12th. No apologies. Mom still doesnt have phone. She to pay another month of her own phone bill (due the 11th) because the phone was not received. Ive paid for over a week of phone service without a phone! Tried to help relieve financial burden for mom and yet the stores failure to follow thru added to her financial burden. Shes 79 and still works hard to make ends meet. The reps at this store all but vanished when it was realized that they did this.....they walked away and left me with no explanation or concern. Guess theyre just all too young to care and obviously dont understand what being accountable means! Very disappointed!

Very helpful staff, theyve helped me with every issue Ive had, and when they didnt know what was going on, they called customer service for me to figure out how to help.

Need more people helping costumers..

The ladythat helped me today was the use made me want to change my service provider. They no longer help set up your phone bad customer service they no longer help people

Good service and helpful information

Long wait and was passed to several people before getting help with my issue.

Very helpful

Very knowledgeable and helpful representative.

Knowledgeable people a lot of good help

Could use a lil wk on customer service

Cant seem to find anyone who knows how to do their job and find out why my account was not set up how it was supposed to be an why its locked me out not mad at company just irritated I cant get into my account and its been 3 months

Nice staff, knowledgeable and friendly

Salesperson was not train in equipment enough to solve some questions to buy new equipment

Felt like I was interrupting employees break time and they seemed annoyed that I was needing help with my phone issue.