This location is awful. Was told it would be 2hrs before someone could talk to us. Wouldn’t let us check out any phones or through the door until we were “checked in” 🙄😒. Just had a few questions and wanted to check out the phones. Your business it NOT worth waiting 2hrs for. On top of all this you can’t even call this location. They put you through 30 different extension lines and make impossible to talk to a representative. The employees are all rude and think their gods walking among men. Do not give this establishment any business. I DO NOT recommend this provider. THIS LOCATION AND COMPANY ARE WORTHLESS NO GOOD PEOPLE. STAY AWAY

We went to see why I was having issues with my new phone. The woman at the front of the store (who I believe was a manager), was very rude, clearly did not want to help, and told me my phone just didnt work with Verizon. I knew that couldnt be true, so we called customer service, and got to tech support, who has figured out whats wrong, and it wasnt that the phone didnt work on Verizon.

Had an issue with my phone. Tried talking with chat but it was getting nowhere. Went to the store and ended up having to get a replacement phone because my issue isnt fixable. Was in and out quickly once I got inside. There was a lot of people ahead of me which was fine. I always get treated good here. No complaints from me.

They are still social distancing so had to wait in car approximately 10min sales person was very helpful even helping with a tablet bought somewhere else she helped find a better plan than wht I had before lowering my monthly bill

Little to no help fixing my phone for calling. Cant call out or get a call but texting and everything else works. Offered to replace my phone and saw a little scratch on the corner of my phone and changed their mind so I would have to pay for a new phone. Then when I was leaving gave me numbers to insurance places BUT I cant call! Thanks Verizon

The Cookeville location on Jackson has always been a pain to deal with. They turn away paying customers because the management cant keep help or staff appropriately. Its a shame! And only one of the many reasons I hate having to have Verizon service. I wish another company would increase their service around this area! We would leave in a heartbeat.

We switched my daughters line from another service to our line , alot trouble on Verizon end my daughter had service for 2 days then she couldnt receive calls , thought we could fix this in store ..... boy were we wrong, the woman that waited on us was so very rude she said we dont do that in store youll have to call customer service and she was a manager or at least her badge said she was. So dont go to the Cookeville Verizon and expect any help

Amazing service and great atmosphere. We were converting from a different phone service and this was probably the best switch over because the staff was very understanding and helpful. Will definitely be coming here for any further needs.

Went on line to chat about phones . No one responded to my question. Called the Jackson store to make a appointment. No one ever answered

I needed to upgrade to a new phone and got exactly what I wanted with great service!

Worthless store. No updated hours on google. Appt only on Sundays because Verizon loves to overcharge for service, but gives you the amount of service that you pay in thier taxes. I check google and called this location, she said to come in, so here we are outside the store just to be told that its appointment only because they are short staffed. Now, if I didnt waste half of my morning driving all the way here, chances are I wouldnt even do a review...since a multi-million dollar company cant take 5 mins to update thier google or any other site that they are appointment only, here is your thanks. Hence part of the reason my friend is switching carriers. Verizon is over priced and poor customer service.

Opened a new account from T-Mobile in May. Traded in an iPhone 11 and was promised a $250 gift card for Verizon. Months went by, no card. Even the store had no documentation on the trade in. Called customer service and they had NO record of the phone being sent to them! So essentially this location took my phone and gave me no credit or proof. Thieves IMO!!

Have been to this store numerous times in the past and never been treated so bad as I was today. The manager was rude and arrogant. I hope he doesnt treat all vz customers this way or they will lose alot of business. Its not the customers fault you are short staffed. Maybe if you treated your employees and customers better you would not be having this problem.

Good customer service! They care about helping the customer here. They are currently taking appointments at the door.

Excellent service young men were perfect gentleman. And very helpful to my brother in law and myself. Will return when I need new phone. Lenora J Towery

Very very rude. Store supposed to be open and make you wait in your car for almost 2 hours

When I went there I was told I had 1 person in front of me Estimated wait time 20 minutes.40 minutes later I was told the same, so I left.Horrible service

They have had a someone from corporate tell them the can not sell phone to you in person. But I can go to web paper or call in order it then they will give it to me at the store.

Do there best to help anyway possible. Pleasant service.

Went to the main Verizon store in Cookeville and found that it was closed. Verizon could have sent text out to its customers in this area where they could go to pay their bill. Ended up going to Russell Cellular on Jefferson Street to pay my bill. No social distancing by staff or customers, stools placed right next to each other, no masks on staff. Was paying my bill with cash and got charged extra for paying with cash. Has anybody noticed that if you are late paying your bill they disconnect your service earlier than they used to so that they can collect $20 per line reconnect fee and pad your bill?

One employee tried to help. The manager never even came out to talk even with the employee trying to get him to.

So we went to the store To see About upgrading our phones Was not allowed to go into the store they was pretty much demanding that you have to have a mask And you have to make an appointment We have been with Verizon for a really long timeLooking into other cell serviceMost likely we will probably change or just go to Walmart and get a phone there At least there not trying to take your rights away

If I could give 0 starts for the main store in Cookeville.. Manager & all I would!!! Terrible customer service, messed up my account when upgrading my phone and has caused me nothing but trouble and they won’t fix it or own up to it! Changing providers and will never recommend!!

Money in hand ready to buy a new phone & they tell me they cant help me. Awful !

45 min. wait I was told to go home and go on line to set up my fit bit.

Great staff and friendly service. Thomas Arnold was very knowledgable and provided me with the help I needed in a timely manner. Thank you Verizon (Jefferson St.) for great customer service !

Was told I needed Verizon service to get one of their smart watches, so I signed up for service. Was given a sim card for phone I already had to receive Verizon service. I have lost count of how many times I have tried to contact customer service, and every time told that the sim card isnt registered under my name and that they have no record of my phone number and then they transfer me to another department, which basically means they drop the call or let it go to another completely unrelated department.Oddly enough, I can use this smart watch just fine with straight talk, which I kept as my service provider since I cant do anything with the sim card they gave me. So someone lied to me about needing verizon service. I hope they arent expecting me to pay for service imt not receiving.

The absolute worst customer service experience. After being on the phone and chatting for 30 plus hours trying to get my brand new $1200 Samsung Note 20 Ultra to be able to call and use the internet simultaneously, 2 replacement phones, 2 replacement simcards in less than 3 months, i was handed a sim card while still in my car after already waiting over an hour! I was asked to go home and try that and then if it didnt work to come back ! I refused and said I wanted it fixed today as I had already missed several of my childrens ballgames, practices, and general family time dealing with this issue. I mean who can spend 30 plus hours on the phone at work...no one! Had to be done when I was home with my children.Then they attempted to send me ANOTHER replacement. I said AGAIN I had already had 2 replacements! I was asked to call Samsung and use the factory warranty to get a NEW device. Again, 3 devices in less than 3 months, same problem. THE PHONE ISNT THE ISSUE! I said multiple times lets try changing my number. I was told that would cost me $45 🤣🤣My bill = $310/ month for 4 lines on various unlimited plansMy phone = $1200 : payments spaces out over 24 months (included in above mentioned bill)Im paying this much money for service that isnt working properly on 2 devices (another phone does the same thing) on a brand new device and 2 replacements that havent worked, pushed off from customer service reps and tech support(tier 1 and 2) so many times i cant even see straight and Verizon hasnt even offered to rectify this situation. I cant even get anyone to contact me back about tickets they said were put in...? This has happened twice now.Im currently checking out Mint Mobile, T Mobile, and Charter.

Told it would be just a few short minutes wait.....45 minutes later still waiting.....looks like someone else gets my money.

Other than the fact that my wife and I both needed new phones and they would only let one of us come in the building, they did a fine job....

Verizon has no support any more, just want your money with no services included

Sean Patton gave me EXCELLENT & EXCEPTIONAL service yesterday. He was thorough in his explanations and restored my faith in this store. I had endured a horrific experience last Fall with a former employee. As such I hesitated to go there yesterday. Sean restored my faith in this branch.

The absolute worst service i have ever had !!!

The agent with whom I dealt, Travis, was very helpful, friendly and professional. Though Id bought my phone at a different store, he was more than happy to help me activate it. It only cost $1.16, and I joked Youre killing me financially!! 😂😂 I could tell by observing the other agents theyre very friendly and professional as well. I would definitely go there again.

Representative didnt want to help me with insurance/warranty. Every question seemed like a burden to his existence. He said, We sell phones here, not work on them. Went to non corporate store and they answered/fixed my issues within ten minutes

The store is always nice and neat, but there werent enough people working to handle the volume of customers. The wait just to put on a new Zagg screen protector was about 20-25 minutes from checkin. Thats pretty standard for this store.

Never answer calls like ever

The hours are sporadic and now they are closed on wednesday and thursday. Considering switching phone service providers because of this store.

Really helpful staff, didnt wait very long, even though they was understaffed. The associate who helped me was very nice and helped answer all my questions.

Very long wait times. The people checking you in were rude. I waited for an hour still didnt get waited on. So I left.

Would not recommend Version to anyone unless you want to be overcharged and under appreciated as their customer. They are a dinosaur that had the market cornered at one time here but now we have so many better choices that don’t require contracts or sky high pricing.

15 years of using them to be told, we wont fix the problem. Told I could call a retention specialist, instead, went to a different carrier. Overpriced services that are spotty at best.

The employee that helped me Friday night chose to rush me out of the store instead of taking an extra 10 minutes to correctly complete my phone trade in so I just had to waste an hour the next going back to get everything straightened out.. The guy didn’t even activate my new phone and set me up for trade in at home but didn’t even give me shipping label or return box.. luckily the lady that helped me the next day was extremely thorough and professional!

EVERYTIME you go to update your phones you have to pay for a reconnect fee. I think its BS if you have service already and in good standing why would you have to pay to get another phone? Sure if you were getting a different # or a new line I could see that. But to get another phone for an upgrade? Dont think so. We left bcuz of this.

Went with my sister . Have not been happy w verizon for years.

This place is always busy, buy they work hard to get you in and help you as fast as possible...Josh was great. Very helpful, and funny, too! He got us taken care of in just a few minutes. Thanks Josh!!!!

Not great! Walked in and waited for someone to come to the door. Finally the general manager walks up and instead of asking who is first he just picks someone. I patiently waited my turn and got passed on without a care.I finally get to go to the desk. All I needed was a screen protector for an Apple Watch. He rings it up and tells me the total is $21.95. I told him our account has a discount on accessories. He quickly said that price includes the discount. Didn’t ask my number or any information. Just blatantly lied to me. I sort of believed him until I got to the car and the sticker on the side of the box said $19.99.Now I assume associates gets some kind of kick back for selling accessories at full price. For me this isn’t about the money. It’s the moral. The General Manager of the store lies straight to my face to either make more money or get me out of there.Either way I recently switched back to Verizon from US Cellular in hopes Verizon’s service had gotten better. If this is any indication; US Cellular will be seeing a new 931 number in the future!Also to make it worse...I went online to Zagg’s (screen protector company) website to register the lifetime warranty and they offered the exact same screen protector much cheaper than Verizon.

The first time Ive been in a Verizon store and been completely ignored. The store was packed and people were getting irritated because of lack of customer service. As much money as Verizon makes, youd think they would staff their stores to accommodate.

I’m often cautious when leaving reviews as my frustration with a store shouldn’t always be documented to the public. That being said , I have gone to this location about 4 times over the past week. My last straw was Saturday January 4th. This was the second time I went in this store and wasn’t greeted or asked for anyone to help me after standing in line for over 10 minutes . The person asking for names walked by me several times , essentially looking me over . Their were several people who entered after me and were greeted. To say I’m offended or upset is an understatement. I’ve been a Verizon customer over 15 years. I’m sick over the way I was treated .

I went into the Verizon retail location in Cookeville, TN.. The staff were extremely courteous in helping me find the exact phone that I needed and did at No Time try to pressure me into purchasing a more expensive phone than I needed. It was a breath of fresh to have sales personnel that I felt like looked after my needs. I HIGHLY RECOMMEND recommend that if you are in the cell phone market that you seriously consider choosing Verizon. They have cell phone plans that can accommodate any budget. I want to take this opportunity to sincerely say, THANK YOU, to ALL the staff at the Verizon office for ALL their help. I now have a cell phone that well exceeds the needs I have and I could not be happier.

Excellent. They always treat me like family. We always cut up and go on. After I leave from there I always feel like I got the best deal possible.

This store is usually busy, and thats fine if the associates would be efficient. I sat waiting only to have two customers, who came in after me, served before me. The woman who put me on the queue was perfectly content to sit on the nearest display table. No one was coming in, but she gave no indication that I existed. Ive went up there with a friend before, multiple times, because they didnt know what they were doing. In that instance, we were in the store over 3 hours. Management should be concerned at the total lack of efficiency and customer service found at this Version location.

Pretty limited on selection. Not as good as they used to be. Had to go somewhere else.

Phones are expensive and customer service is only fair. Calls keep dropping and the excuse is always they are working on the towers....really? For a year now???? The cell service is the pits!!!

This store is terrible !! The customer service is horrible !!! They will rush you out that door as fast as possible! Sell everything retail price !! Not offering you any discounts !!! AND DO everything they can to NOT take your trade-in !!! I’m assuming that’s more work for them ?? 3 times I have been here ! All have been terrible experiences. I was blown away. Any questions I asked , I was looked at as if I was stupid. Ugh , I could go on on on! DO YOURSELF A FAVOR! FIND A DIFFERENT VERIZON STORE!

People actually knew what they were doing, not like the other Cookeville store on Jefferson Street.

I want to speak with a live person, and that person better speak English. Not some overseas whop that doesnt speak hardly any English or some automated machine that cannot answer the questions I have. Technology does not always make things better. This is a sure way to piss your customers off and lead them to another carrier.

No customer service , kiosk did not work properly , gave blank receipt , no ink , receipt sent to email had no amount that was paid . It was not a good visit .

Wait times are usually long but the staff is knowledgeable and friendly

Love my Verizon phone service although they are starting to get a little pricey their customer service is phenomenal

Just like every other Verizon store. You wait for 90 minutes for something that should have been handled over the phone, but which they cant for some reason, or youve just given up after not being able to get ahold of someone. Their suggestions are largely opinion oriented (Apple vs Android, etc) or based on the false battery life and other specs from their website. False advertising in store as well. Just an overall PITA going here.

Josh Gray was awesome to v work with. He went above and beyond to help us save money and at the same time make sure we had the service we needed. Go see Josh for all v your Verizon needs.

Got the phone I wanted very helpful staff

Fairy poor service. Could not get waited on. Took peoples name who came in after me.

Clean tidy and even smells clean. Went in to fix my phone from not authenticating it took maby 2 minutes with someone training. They were fast nice and did the usual can we get you anything else deal.

Verizon business in Cookeville is the best to go to with fixing any cell phone issues, employees are very nice and trained

Very nice people worked very fast on what I needed

Long wait

Takes way to long to get help or a quick question

Super busy. Still got us straight in with killer new phone deal and rices

This store is a joke! The reps are only out for money. I needed help fixing my phone and Brandon put a new sim card in it. GUESS WHAT! 2 months later and I find out he did it illegally and now I can not use my phone at all. Not to mention I have a vehicle wrap with my phone number on it and now the phone number can never be used again...... I am out a phone and thousands of dollars. We did try to resolve this with the manager and he is useless too. The worst part of it all is that Brandon stood right there and kept saying I got you , I got you I will make sure everything is goodWHAT A JOKE!! Thanks a lot for costing me thousands!!

It was a busy day in this Company Owned Verizon store. I was directed to go there by Verizon tech support to help their system recognize my new phone. I purchased the phone online and it just needed a new sim card however I was treated as if I was purchasing something through the store. Store associates were welcoming and efficient.

Made you stand outside in sun for a turn to go in and ask questions about a problem with my acct.

Service is horrible if you have to call by phone nobody seems to know how to do anything

Good service and friendly ppl.

I wouldnt go as far as I liked it but it works anyway and with the service Ive been getting here lately through Verizon really thinking about doing another service provider

Friendly people always helpful

The store is only good for paying your bill and buying products. Staff is ignorant and unknowledgeable. Had a problem and they told us to go home and call technical support. Only one that seemed to be knowledgeable was the manager.

While Verizon itself has great customer service, the retail store does not. The representative there sold me a phone under the pretense of a promotion Id get, and flat out lied about the fact I did not qualify due to being ten days early. He also told me he applied our job discount, and did not. He told me a different amount for my monthly bill, and in general, everything out of his mouth was a lie. Extremely disappointed to find this out directly from Verizon, and an unhappy customer. Will be taking my business to a different retailer.

My issues have yet to be resolved. Instead of doing a simple reset, I had to spend total amount of 208.00 for a new phone instead of having Verizon do a voicemail reset as they did 4 years ago on a prepaid phone Ive had since 2010

This really isnt worth the time! I had to give it a⭐ just to post how unprofessional this place is. Very unprofessional to forget a customer for an hour.

Very helpful people and friendly

Horrible experience, will never go to this store again. Knowledge in products, friendly staff, and customer service training might help improve the quality of performance and experience. Been with Verizon over a decade, worst experience ever and I have traveled the globe. Save yourself the trouble, and go out of your way to avoid this store.

I was in this store today and I am blown away by the service I received. It was horrible. I was called a liar to my face by the store manger and a salesperson Amy. They said I didnt have jetpack on my account when I in fact did and even got it from their store. I had to pull my bill and show them where it said jetpack line access on my current statement. After I showed them that they ganged up on me and said you can just leave Verizon and go to another carrier because we cant give you a replacement sim card for that line. All I went to the store was for a sim card. Thats it. They cornered me, called me a liar in front of my family, were laughing and whispering about how upset they made me(they talk way to loud) and it almost seemed like those two were dating how they kept disappearing together and flirting back in forth at my expense. I have NEVER in my life seen such a clown show. I have been a loyal Verizon customer for 8 years, I have 7 lines, I bought all of my devices from this location, and I always pay everything on time. Nothing mattered to these people. I lost a Mifi device and bought a brand new one at full retail. I called the verizon 1800 number and they said just run up to the Verizon store and they would give me a sim card in 5 minutes. I was there for almost 2 hours and I got ran out of the store and had to call the 1800 number in their parking lot. The lady fixed it in a matter of minutes and mailed me a sim card overnight. I am a solid guy and I work in customer service for a living managing Social media accounts and brands for companies. I know when something is major wrong, I hope it is not Verizon in general and just bad hiring at this location. I will be looking at moving over to ATT asap because I am scared to go back to this store again. The people their will lie to you to try to setup a new line and charge you extra money, when caught they will gang up like bullies and try to get you to leave, the manager has some type of favoritism/relationship with one of the employees and its really obvious, and they perform shady business tactics. I was there for awhile and heard them talk to other customers I couldnt believe some of the stuff that Amy said. I am sitting here in shock right now. Be careful if you go here for help and watch what they are doing, they try to force you into lines and alter your account to cost you more money. Call Verizon or drive to another city instead.

The young man who waited on me helped me get exactly what I needed at a price I could afford!! I love Verizon! 😊

Awful customer service. Wait times are 30 minutes or more just for simple visits. Verizon should be ashamed of this store.

Busy but quick and efficient. Well staffed.

Told me my account was paid in full and I closed it. Got sent a collections notice 3 months later. Do not trust them.

Well I just left the cookeville store and the person who was there Im not going to say helping me was Ammie Hunter she was so disrespectful and talked to me like I was stupid or some trash and she kept rolling her eyes at me and was no help at all I was in there for an hour and still have to go back because I had to take my mom to the doctor appointment and couldnt stay any longer dealing with her but I have never been talked to or treated as badly as I was from anyone in that store and I have been with Verizon for 25+years and was very happy with them but now being treated that way I am now looking in to other companies for my cell service and I have 7 phones and 2 wifi boxes and tablets on my account but I feel like I should have been treated with respect because I spend a great amount of money there but I have to say one thing g when I return to the store I will be treated with respect or else she should be fired for treating a customer the way she treated me I told her when I left that I was giving her a little advice that she needed to treat her next customer better than she had me because they may not be as controlled with their mouth as I was needless to say that I did tell her that I didnt appreciate being talked to like I was

Great service very helpful and knowledgeable

Got there ten minutes before close unknowingly. Was assisted by jake who obviously didn’t want to be kept past 6. Almost left but asked for someone else instead. Alex Maddux ended up helping us purchase our iPhone 8plus and the case and was very helpful. I realize it’s aggravating to have someone come in right before close and I never would have knowingly done it but when you work in customer service sometimes it happens and it’s poor service to tell someone they don’t have time to browse the display phones for a minute because you’re about to close. I will bring my and my families future business to Alex Maddux and we appreciate his help and his graciousness about the time while he was assisting us.

TJ cant keep his phone out of his hand long enough to maintain eye contact with a customer and Isaac told me him along with TJ were in charge of the store at that time. Issac was completely unhelpful wouldnt dare let the words im sorry slip from his lips. Isaac said and I quote my job is not customer service it is to sell you phones and plans. So he gave us the (wrong) number to find help. Interactions with other employees have been pleasant. But unfortunately the other employees peers dictate their image as a whole store.

Very friendly employees was extremely helpful and made sure I understood everything

This is the most un-customer experience store ever. You have to wait, first come, first serve, just for a simple return, I would say to discorage returns, as youll never get out in less than an hour, as you have to wait for contracts and sales people more interested in selling than assisting and, boyyyyy, do the take their time here, horrible experience, and district managers should be aware of the slacking.

Rude and not helpful. Went to Walmart and got a phone there.

Why are they closed for a whole week !!

Always a long wait and more employees in the back instead of out front helping ppl

Amy was Wonderful. Knowledgeable and Friendly

They did a great job of helping me

Got in and out pretty quickly not much trouble