Verizon

Reviews

• LM

  Lily McKnight

  Feb 13, 2026
  1.0
  We purchased our first new phones in 8+ years at a different Lexington location; we were told that everything was set up at this first location, but we'd need to pick one of the phones up at this location. This was a huge mistake. While the individual who helped us at the first store certainly caused most of our issues with setting up our new devices, the behavior of the employees at this location was severely unprofessional and clearly indicated a lack of understanding of their roles and resources. Staff, including the individual helping us and his manager, were clearly disinterested once they learned we wouldn't be buying anything from this location. Fine, but the service that followed reflected this attitude for the entire two hours we sat in this store. I'd love to explain what the issue was, and why it required us sitting in two different stores for more than 3 hours, but the employee helping us declined to actually explain the situation at any point. We got a couple of snippy "I don't know what [employee at the other store] did." Okay? Neither do we. All we knew was that there was an issue activating my spouse's new device, while his old device had already been deactivated. The employee took my new phone to call a corporate number (which appears to be just the default Verizon service number). For over an hour, I did not have access to my phone, while this random employee had full access to my brand new, unlocked, logged in device. There were periods when I did not have eyes on my device. This individual even suggested that we leave the store to get food - without a single working phone, because he intended to stay on the line on my device. This would have let a random employee have full, unsupervised access to my photos, my banking, my email - everything. Passcodes? He kept demanding them. We were asked to provide passcodes so that he could unlock our devices. He asked for my email passwords so that he could access/read/click emails sent by Verizon to my device. Maybe this was nothing. Maybe he was trying to be helpful. But the reality is that this employee crossed numerous professional and IT security boundaries at every turn, always while acting like the entire situation was an inconvenience to him. Never mind the fact that we were left without access to working devices for two hours, while he and his supervisor offered no updates, insights, options. Nothing. This entire experience made me deeply uncomfortable, and has left me feeling very uncertain about the security of any accounts on my device. I now have to change my passwords, but that does nothing to ease the discomfort of knowing that this person repeatedly demanded and received unfettered access to my device, while offering no explanations for why he needed it, what he was attempting to do, or even what the actual problem was. For most of this encounter, his general manager was sitting next to him - but only chimed in with a vague suggestion once, early in the process. Given that the manager was physically present for much of this - I can only assume that both the employee and manager believe that it is acceptable to take people's devices without explicit permission, to demand full access to the device, to demand access to private email accounts, and who knows what else. Frankly, this is unacceptable on so many levels, and future customers, especially those most at risk for being taken advantage of, should proceed with extreme caution at this location. The lack of professionalism, blatant lack of respect for basic cyber security practices, and the clear lack of employee understanding of internal systems and resources is appalling. Dealing with these employees was a mistake on our part - every issue we encountered was caused by local staff. If we had ordered our phones online, and skipped these stores, we wouldn't have had an issue at all.
• LB

  Lex Boother

  Feb 13, 2026
  3.0
  Things IT professionals should not do: 1. Repeatedly ask you for your passcodes so they can unlock your device. 2. Ask you to sign in to your email for them so they can respond to authentication requests for you. 3. Keep using a client's unlocked phone for over 2 hours while they are growing more anxious about they're privacy and security. I'm glad we got the situation handled in the end, but I shouldn't be walking out of a telecoms store with a pair of new phones wondering if I should be worried what personal data could be compromised.
• BA

  Brenda Adams

  Feb 10, 2026
  5.0
  On 1/29/26, I was fraudulently sold a flip-phone (that I only needed for 24 hours due to travelling in a winter ice storm) at Walmart in Nashville which had been grossly misrepresented by a guy working for Premium Retail Services in the phone/tech section. After emails to his manager to report this guy to Premium Retail Services as well as the Premium Retail Services company itself, I received no response. As I live in Lexington, I went to this Verizon store to get some help in cancelling a 3-year contract that I had been sold but never told I was signing up for anything like that; rather, I was told that the phone would cost $5 and after I returned safely home the next day, I could simply call 611 and cancel any cost associated with the phone except for 1/30 of 31 days which was approximately $2. I worked with a guy named Jordan at Verizon who went above and beyond in helping me get this cancelled. He spent about 45 minutes with me, calling Verizon customer service and explaining in detail what happened and when I walked out, the so-called "contact" had been cancelled. The moral of this story is to make sure when you go to Walmart and talk with anyone from Premium Retail Services that you clearly understand and ask lots of questions before signing up for anything. This dude in Nashville was simply a con artist but it doesn't appear that anyone at Premier Services cares about that.
• KS

  Kathy Shifflett

  Feb 6, 2026
  5.0
  I walked in expecting the usual: 45-minute wait, confusing plan jargon, and a salesperson who looks at me like I just asked for a kidney instead of 5G. Instead, I got treated like I was the long-lost cousin they actually like. The rep (shoutout to whoever was working the magic that day – let’s call him “Kentucky Jesus of Cell Service”) listened to my rambling sob story about my phone dying faster than my motivation on Monday mornings, then proceeded to: • Fix my ancient plan that was apparently designed in 2007 • Upgrade me without making me feel like I needed a second mortgage • Explain everything in plain English (no “device payment agreement ecosystem optimization” nonsense) He even laughed at my terrible jokes about how Verizon coverage in rural Kentucky is the only thing that works better than my pickup truck on backroads. Zero pressure, zero upselling me into a family plan for my goldfish. Just pure, efficient heroism wrapped in a blue Verizon polo. If you’re in Kentucky and your phone is acting like it’s auditioning for a horror movie, run—don’t walk—to this store. They’re not just selling phones; they’re performing miracles with a side of Southern charm and zero attitude. 10/10 would let them talk me into unlimited data again. Bless their hearts and their towers. ⭐⭐⭐⭐⭐
• EB

  Elizabeth Brundon

  Feb 6, 2026
  5.0
  I came into Verizon wanting to switch carriers from AT&T. There were a few people being helped already but the wait wasn't long. I was wanting to also switch from iPhone to Samsung but wasn't exactly sure which phone I wanted to go with. The rep helped me choose which phone would work best especially since I like to take pictures. The rep was able to get me better service at a cheaper price! The process took a little bit but that was to be expected since I was switching carriers, the rep was able to get me a cheaper bill which I'm super excited about! The rep was very knowledgeable, professional, and friendly! Very pleased with my over experience!! I would definitely recommend this store and verizon services to anyone!