All I have to say is Andrea. I owe her my sanity. I went in with an astounding amount of issues, ones that I didn't have the energy to deal with over the course of 2 years since my parents passed. But my cousin went "missing" the night before and when he resurfaced the next morning, I found out he had been sold a prepaid phone 2 days previous when has a plan for his flip phone on my account. He is 65 and has special needs, so he honestly had no idea what he was doing. I instantly wanted to see red because this was one more complication in my life, but I realized that he was clueless and the person he spoke with probably was too because he can't articulate certain things. So I tried to keep my irritation contained now that I was in this pickle having to sort out all the things I didn't want to, but was sort of thrust into unexpected. I walked into the Verizon store in Burbank and was already feeling edgy. But they put me on a waiting list for help and we went to go sit on a bench. Andrea came over within ten mins and introduced herself as the manager. I started out explaining the prepaid phone situation and then telling her that it took me 2 years to remove my parents from the acct sometime earlier this year and my brother who decided he wanted to go out on his own. I did that online and was told my cousin and I could keep our plans and that's not what happened. Long story short, I ended up in tears between having to explain about my parents being gone and then finding out I lost my plan I had been grandfathered into. Andrea was SO kind. I mean genuinely kind and she truly listened and HEARD me. I seriously hate having to re-explain things, especially when they are complicated. So the fact she heard me the first time and saved me the difficulty meant a lot. I apologized several times for being emotional, overwhelmed, frustrated, etc. She had an employee bring us water and reassured me that she would research all the options to try to help me out. We were there close to 2 hours. She never once passed us off, made me feel like a wreck, acted like we were a nuisance, or anything of the kind. She was able to convert the prepaid phone he bought into his replacement phone (keeping his old number which was important) and attach it to our plan so he was only really out $45 for a month of prepaid service. Fine. Not going to complain there. I was expecting much worse. Then she helped me find ways of reducing the cost of the plan (we had been on a $25 one, and been moved to a $65 one- the exact opposite of what I was told online). She told me she has heard of all sorts of things happening online so it was best to come to the store. She even gave me her work cell number if I need help with anything. I was SO grateful for her help and kindness. I understand dealing with phones sometimes is like one step down from buying a car in all the circles of hell, but Andrea is a solid human being (and would make a great therapist lol). If you have issues, try to come into it with a cool head and she will help you out. No one deserves your wrath especially when they had nothing to do with your problem, and it's not going to help you in the long run. Big thanks to Andrea for restoring my faith in humanity. It was appreciated more than a review could possibly convey. read more

I have been a Verizon customer for over 20 years and the store service has consistently gotten worse. Hour long waits, curt and overworked employees and pushy sales tactics. Whenever possible I try to order phones or accessories online and avoid the store at all costs. I went in to drop off a trade in and overheard staff telling people who wanted to check in that the wait was over one hour. Verizon needs to do better for their customers, appointments, a wait-list system, hire more staff? I love the cellular service it remains the best coverage with the most reliable service but the stores are a poor reflection on the carrier. read more

Verizon has been a pretty awful experience for us. Most recently, the store at Burbank Empire Center refused to give us our last statement. It seems like they have been purposefully difficult and unkind to not mail, email or print our last statement because we've switched to another carrier. I regret not having asked for a manager to help us. There is also no way to access my old account online, nor can you get a hold of anyone on the phone. I will always discourage friends and family from using Verizon. Extremely disappointed. read more

I was at the store at 10 am and the manager Amir let one service rep help the other client ahead of us but didn't get us started on purchasing new phones . There wweeno other people in the store and it's 10:42 , another employee walked in at 10:23 and still hasn't made it out to assist us . Amir still not helping or assisting and it's 10:43 , Mother's Day...no one in line while we sit here. Horrible horrible customer service . read more

I can see why this store only has three stars. I felt like I owed the receptionist an apology for bothering her. On the other hand, when Jennifer came over she was very polite and helpful. She is the only reason I gave this store any stats. To the young lady working the front at 1:30 on Wednesday. Speaking to customers is your job it should not be considered an inconvenience. read more

Please explain how a corporate store can fail multiple times yet still be considered a corporate store. They couldn't even complete an order on time that was fully prepared; all they needed to do was have the product ready for pickup, and that wasn't even done. Their so-called greeter isn't genuinely welcoming but instead causes more issues for the store. I still wonder how a corporate location can mess up so many minor tasks, let alone major ones. Even your own representatives are surprised by the level of incompetence shown by this store. Their own phone doesn't even connect to the store, and even your representatives can't get a hold of someone. Again, how is this a corporate store? Either new management is needed or an overhaul needs to be done 409 reviews and a 2.8 rating that's pretty bad. almost 2 hrs on a call just to go pick up an order is pretty sad. read more

busy location even when the location is opened. They are definitely running out of staffs. Expect to wait for an hr before you get your turn. I waited total 2 hrs until getting my phone, set up, and wait 30 min again for other agent to help me to figure out number transfer. Overall I waited so much even though I took my effort to be there 15 min before opening hour. But got out 12:30. Expect a long wait and I feel like I wasted so much time read more

Wish I could choose a zero star! Unprofessional, argumentative, rude, not helpful are just a few words to describe my experience. I already gave the store 2 1/2 hours of my time got nothing accomplished. Don't really wish to spend more time on them. Needless to say would never go back. read more

Worst service ever. They took advantage of my wife just cause they saw it was an easy target for being a woman. They said that my equipment was reported as stolen and it was not true cause I paid out of my pocket at the Apple Store for the iPhone, they couldn't activate my current number so they gave me another number instead but I ended up paying for a new line plus activation and the SIM card as well. The worst part is that they didn't give me the receipt for the activation and the SIM card they sold to me, I only got a receipt for the service line. read more

Verizon - Cell phone receipt - Mobile Phones Near Me - Burbank, California

This location might as well shut down. The employees show little to no sense of professionalism. I usually avoid this store at all costs, but unfortunately today I had no choice. After so many years and repeated complaints, you would think Verizon would raise the bar--whether through better training or simply teaching employees how to communicate respectfully with customers instead of expecting us to already understand how Verizon's system works. This location continues to be a disappointment. Do not walk in with high expectations. The poor reviews exist for a reason. read more

Been a Verizon customer for about 10 years. I used to come by this location when Andres Sivori was managing the store and would always help me out. However my Google Pixel 6a battery just died due to an update and the device will no longer charge. I left work early to get this resolved. I walked in to see if there was anything they could do (didn't even want a new phone, asked if they could replace the battery). And I was told that there was nothing they could do outside of pressing me to upgrade and pay more (which they confirmed I was actually being overcharged for over a year now on an outdated plan that no one informed me). I tried to explain that my bill was already too high (as my bill was raised from $89-$102 a month for 1 person). I asked if someone higher up could assist and was told that they would tell me the same thing. I kept feeling like I was being put between a rock and a hard place. I told them I've been a loyal customer and would hate to switch providers for something that could easily be resolved to which they responded "do what you gotta do." So I switched providers got a brand new phone and now pay $20 less a month. read more

The worst Verizon location in the world. The workers and the management doesn't care for customers. Anyway, Verizon is not the best anymore. Their service quality diminished significantly in the past few years they way that T-mobile now is considered as the best network in the nation. read more

My experience at this Verizon location was HORRIBLE!!!! They were very unprofessional and rude. They have zero respect for any of their customers, even if the customers are much older than them. We went in to trade our phone for the new ones and from the moment we walked in, they were extremely rude to us. I asked the girl at the front a simple question and she gave me a lot of attitude. They lied to me about having the phone I wanted in stock and said they had many of them, then they made me wait an hour with the impression that they had the phone I wanted in stock. When it came time to set up the payments, that's when they said they didn't have it. Biggest waste of my time. Don't go to this location unless you want to get lied to and have a lot of time on your hands. read more

I want to give a big thank you to Mario at Verizon Burbank for going above and beyond in helping us close an account that had been giving us a lot of trouble. After many back-and-forth calls with different agents, he took ownership of the issue and made sure everything was resolved, even while juggling his regular responsibilities like assisting walk-in customers and assigning them to other representatives. What really stood out was his genuine care and professionalism. He even offered my mother and I a bottle of water while we waited--such a small gesture, but it spoke volumes about his character. It's rare to find someone who truly cares and goes the extra mile these days, and we're so grateful for his help. Verizon is lucky to have someone like him on their team! read more

I recommend everybody to check the prices online before grabbing your line. I visited the store with the prices I got from online and they tried to give us a more expensive deal. We showed them the prices that we got from Verizon online and they were confused. Eventually, they spoke with the manager and they gave us the deal that we got online. Make sure you don't get overcharged or scammed. The customer service was great. The gentleman that was helping us did amazing. But the company itself kind of scams you so be careful read more

The employees here are a bunch of idiots. Every question I asked I got a "not too sure" response. I guess they hire anybody off the street here. Completely clueless employees. Wasted almost 2 hours at this location. This place used to be great a few years ago. Now the employees here are a bunch of clowns. If you want to go see a circus show, go to this Verizon store. You definitely won't be disappointed. read more

This Verizon store is fantastic! Austin helped us with professionalism and a great attitude! He's patient and excellent! We will come back to purchase items with Austin for future needs! read more

This place is terrible. Dont give a shit employees. Manager was an idiot. No customer service skills. Went there to solve an issue spent hours in there after all that problem not solved. !!!! 0 star read more

I never write reviews but this was just such a bad experience I had to. I just switched over to Verizon today and genuinely off to a bad experience. I have never met a more unprofessional store manager. I went in to pick up an order and there was an issue with the system for marking it out so I was given a product and then they took it back and told me to come back tomorrow great I left it at that and the whole time super nice guy Andy was helping me out. I come back bc I was on the phone with another Verizon store that my mom was at and they told me to go back because they tried to get ahold of the store and no one answered I was still in the same plaza so I went back in. I had a store manager on the phone from the Las Vegas store and the manager from the one in Burbank I was at steps out to talk to me. I explain the situation and she explains to me why they can't give me my new phone but with a bit of attitude. I work in service I figure maybe it's just been a day and give her the benefit of the doubt. That's when she starts talking to the other store manager and at this point she's giving the other store manager soooo much attitude it was like being in the middle of your parents fighting. She's telling the other manager that it's a high foot traffic store and she's super busy mind you it was me and maybe 2 other customers in the store at the time. They were in fact not busy. They come back out with my original device they took back from me the internet and said "oh that one cleared we are still waiting on the system to clear the phone" and advise me it will probably take a bit like the other one and said I'm free to wait. I sit down for 40 minutes I took the time. During this not a single employee provides an update doesn't ask if I'm still doing okay nothing it's like I'm not even there. I'm about to finally give up and leave when she finally bats an eye to me steps to the back walks out with my iPhone hands it to me and with the nastiest attitude says here's your phone have a good day and nothing else. Mind you I'm moving over from t mobile and have a device to turn in she gives me no instructions no "do you need help setting up this device?" But truthfully she wasn't useful from the beginning so why would she start now. Most god awful experience I've ever had anywhere and I work in service so I know what it can be like to have bad days at work but this... I wouldn't treat anyone like this let alone a customer. I was going to ask for her name but I didn't want to have an ounce of a conversation more with her just an AWFUL lady. If I could give this place zero stars I most definitely would. Avoid this location at all cost. read more

Dismissive front door greeter and unnecessary wait while employees stood around not helping customers. The person who finally spoke to me was rude and rushed. I ended up walking out and driving to the Verizon store on Hollywood Way in Burbank, where I received excellent service. The staff there were helpful, quick, and efficient--I'll be going back to upgrade the other two lines on my plan. Unfortunately, the location in this shopping center I originally visited and this 1 star review is for was awful overall, with no sense of urgency to assist customers, even though they stand to benefit financially from doing so. read more

I had kind of a nightmare situation where I bought a new phone and because of a glitch and an eSIM card issue somehow both my new and old phone were bricked without service. I had already been to the Burbank store that morning, another store at noon and dealt with customer service and quite frankly was super annoyed at this point. It was not Verizon's best customer service day. Why 5 stars when I spent a stupid amount of time on my weekend dealing with this? I walked into the Burbank store around 2:30 annoyed and hangry. (IYKYK) I didn't care if my new phone worked, I just wanted a working phone. Heck at this point give me a flip phone for all I cared. Dylan was kind, empathetic and most importantly was able to solve my problem in under 5 minutes when others had failed. He 100% saved a customer today with great service and a good attitude! read more

Poor and unprofessional customer service, very rude and un responsive, hard to get answers from anyone.

If you live in Glendale DO NOT GET VERIZON cell service it is the worst cell phone service in that area and they know it! I have Verizon now and regretting it every day! I live on the corner of Milford and Orange! Terrible service! Go with T mobile or AT&T Verizon used to be good but now they place last! read more

Staff at this store is very rude and inattentive. They are useless in doing anything beyond making a sale and always refer you to call the customer service number. read more

Brooks- this absolute legend gave me the tip back in February when I was having problems with my return to keep my fedex receipt. If it weren't for that bit of advice I would've been screwed out of $600 for an internet box returned within the 30 day window. Now months later, Brooks came through again and my issue was FINALLY resolved after receiving bills in the mail that I shouldn't have given my return. God bless Brooks; I hope both sides of his pillow are cool and may he never go hungry or want for a thing. read more

Annabelle and her team are amazing! Everyone was friendly and helpful. Annabelle totally saved the day for me and thanks to her I have a perfectly working phone. I can't thank her enough for the fantastic customer service. read more

Beware: the employees at this store operate unethically in favor of commission. This was confirmed by corporate as well. DO NOT GO HERE - you will get scammed or receive a defective device, and the manager will NOT help, read the Google reviews too. read more

I walked into Verizon in Burbank to assist me in updating my watch and phone and was greeted by Austin. What a pleasant, helpful and knowledgeable associate! He solved my problem and I have purchased a few accessories too. He was quick and effective. Nice, clean and stocked store. Ask for Austin and you'll be satisfied read more

Andrea needs to be re-trained. Her customer service is horrendous. She is disrespectful and rude and I checked reviews about her on google reviews and far too many one star reviews had specifically mentioned her name so clearly her rude attitude is normal for her. She was extremely rude to my mom and I who are business customers. Because of her behavior we will now only go to the Verizon in Pasedena the customer service is much better there. Sal was great at this store I wanted to shout him out because he was a gem after my poor experience with Andrea. read more

Jennifer provided exemplary help, demonstrating that she has a masterful grasp of what customer service really means. Thank you, Jennifer, for the first rate assistance that you provided! read more

We entered because of cellular data issues, seems like they didn't want to assist us in fixing the issue, terrible service.

the person who checks you, stating she is the manager, her name is Andrea! has horrible customer service! horrible!

Horrible service came in late and asked about the warranty on my phone case and screen protector. The gentleman at the Hollywood location let me know we could get them replaced at any time by purchasing an additional warranty package. My family member got theirs replaced in store approximately 2 weeks ago in Hollywood with no pushback. However when I talked to the gentleman with a beard and brown hair that maintains the welcome desk (kind of ironic in that way as he was the least welcoming person working a front desk I've ever encountered my years in LA) he pushed back and demanded I go through the site which doesn't make any sense and I will be avoiding this location at all costs. I would suggest you do the same. Sad day for the empire center. Verizon is an amazing company and this location is a very poor reflection of their business model. Sad- I used to love this location pre Covid. Avoid! read more

So Verizon Wireless (the company not the store(s)) is the best available. The customer service is above average and they rarely pass the buck to Apple. The stores are all very good and I would give them 5*'s. They are on the high end of pricing. The only compliant is that there are areas like my office and home that have weak signals. They lent me a free extender for my house which helps (it doesn't work 100% of the time). Simone advice to Verizon would be to add more cells or lower the price read more

The absolute worst in customer service. I was with Verizon for 14 years, and wanted to upgrade 3 lines, upgrade devices, etc. they were completely unwilling to assist, so I left. read more

I've found that it depends on who you're lucky enough or unlucky enough, to have help you. Recently I went to this location of Verizon with a SIM card issue and was told eSIM was the way to go. They "fixed" my phone, but it only lasted an hour. I went back and ended up with someone else who essentially said it must be my phone. To them my iPhone 12 was not reliable and nothing could be done to change that. I ended up buying a new phone. A week later I decided to trade my iPhone 12 in towards the cost of my new phone and I got to work with Mario. I told him the whole story and he put a new SIM card in my old phone and gave me options, going forward. The iPhone 12 continued to work just fine without issue. Basically, the first two reps were feeding me bad info, probably with the goal to sell me a new phone, instead of serving the customer. I recommend Mario, if you go to this location. He knows what he's doing and he does the right thing for the customer. read more

Went to this store in the Empire Center at 11am on Saturday morning. Was greeted by a young woman who asked if she could help me. I said, "Good morning" and told her I needed a new sim card for my Tracfone account, that I'd spoken to a representative on the phone and was told I could get one at Verizon. She said "We have nothing to do with Tracfone." I said "I thought Verizon owned Tracfone?" Her response, "Did you not hear what I said, sir?" Seriously? This is your response to a customer? I asked if there was a manager around, she said she WAS the manager. Good grief. I asked her name and she said Ananbel. I thanked her and left. Does Verizon not give their staff any customer service training at all. There was only one other person in the store at that time. Now I know why. T-Mobile here I come. read more

Jorge at this location is ALWAYS rude - even when the problem is Verizon's fault. I made an appointment thru the app and Verizon simply canceled it. I did find out until I was at the store. You would think I would have received some sort of I'm sorry, but nope. Jorge dismissed me saying, "we're a store, we're not corporate." Well, you're WEARING THE SHIRT BUDDY! So, you "are" Verizon. We've been with Verizon for 18 years and I started googling T-Mobile. You can thank Jorge. read more

Even one star is too many for this business. Verizon e-mailed us to pick up our phone and an appointment was set up on Saturday evening but when we got there, our phone wasn't there , they weren't helpful & asked us to contact Verizon again. My husband got on the phone and waited a long time for customer service as usual, in the mean time he asked for the manger and her business card. Andrea who claimed to be the manger said her name and said she has no business card, while we were just inquiring that why there is no business card she became so angry , upset and asked us to leave, she also called security on us. We were shocked by her unexpected, unpleasant, unprofessional and rude behavior. We should have been upset for driving 40 minutes in the rain to an appointment that was set up by an e-mail from Verizon to this store but surprisingly this women who was extremely rude call security to kick us out. WOW never, ever had a customer service treatmen like this in my entire life specially when we were the one who was screwed up by the store or Verizon. I am still in shock and can't believe that a company like Verizon has this kind of representation and service. I honestly don't know how she was hired and trained as a manger but I think this type of behavior must be reported to the corporate office cause she is a Verizon representative and that is a bad business and reflection on Verizon services. These days every business is based on reviews and it appears this store reviews are in the tank and many complains about this so called woman as a manger. read more

I am extremely disappointed with the service experience at the Verizon store. I came here to replace my new iPhone 15 Pro due to severe overheating issues, and the replacement had been pre-approved by Virazon online staff. However, the store manager displayed highly inappropriate behavior. Instead of helping me, he was rude, interrupted me, and expressed dissatisfaction on his face. I couldn't understand why such an attitude. Furthermore, my English is not fluent as it is not my native language, and he didn't even attempt to show any understanding of my situation. This experience has left me with a very negative impression of Verizon store. I expected more professionalism and customer orientation from such a major company. After this I had to reach out to Virazon online staff immediately after this terrible situation, and they replaced my new iPhone 15 Pro on the same day, showing loyalty and understanding toward my issue. This underscores the inadequacy of the service at Verizon store. I hope you take measures to improve your staff training and customer service level. read more