On my second visit I was denied a refund for a faulty screen protector by Pedro again and with indignation. I am currently handicapped from a work related injury so I hurts just having to wait here to catch my breath. I've been a customer for 15 years. Now I'm waiting 60 days to take my new phone to Charter where customer service matters. All because of Pedro, the worst manager I've ever had the misfortune to run across. Can't wait to be done with Verizon horrible managers like Pedro. Btw. Was not moved by the Verizon response to first review. Pedro confirmed something both obvious but also unfortunate. Verizon uses A ai generated responses on Yelp. Does this violate any Yelp policy? I don't know but someone else knows the answer. read more

Great experience with George C. We came in on December 27th and he was so helpful. We were asking for a tablet, but he gave us better options. A free Ipad and a great deal to trade in our cellphones for better ones. We enjoyed his service and after being with Verizon for 16 years (half of my life) I have never had this great service until now. He is a great asset for this company. Thank you George read more

Checked in to see about buying a phone. Was told, "there's only one person who can help you. There will be a 10-20 minute wait. We will text you when ready." I waited 27 minutes for a text that never came. I spoke to Annabelle, the manager, who said to me, "yes, we are short staffed. Just a little more wait." A couple of minutes later, I was finally greeted by an employee who told me that they didn't sell the phone that I had seen on their website. So 35 minute wait, with no help. I am canceling my Verizon service. read more

Very helpful. Decided to get a new phone and they helped me with the final preparation and set up.

The worst company on the planet. With fake promotions they baited me into switching to them, took my paid off iphone from me gave me a phone that I need to pay off and also be careful of the fine printing on the bottom of every paper they give u. I don't understand how can I agree to a policy that can be changed whenever the company wants. They say they will send u a new phone but the phone they send u is a phone that was assembled from broken iPhone parts that other people used. If Verizon is not braking a law here I don't know who is. read more

Literally the worst service ever I was greeted by the worker Ian and he kept neglecting us. He was just really bad and he kept giving me attitude and he wasn't taking me serious horrible experience I switched to T-Mobile. read more

Well here we are months later. And let's take a look at what Verizon has done to assist in being "completely transparent" and "escalating your review" and even "win back your trust and confidence". The answer is... Nothing. No one has reached out, nothing has changed they do not care. This is a robot automated response to a bad review hoping I'll stop paying attention to their bad service and overcharging. read more

So I changed banks and stopped my auto pay for two billing cycles. When I opened the new bank accounts I set up Autopay in the Verizon app but did not get a confirmation email but since I didn't have an issue setting up the new Autopay I didn't think anything of it. When my first bill arrived after I "set up Autopay" I watched the Verizon video that comes with my bill and at the end of the video it states "You are enrolled in Autopay and your bill will be paid on 4/27" so I figured there was no issue with my set up. But when the due date came the bill wasn't paid and FOUR DAYS PAST THE DUE DATE I was notified via email that I missed my payment and a late fee of $25 would be added to my next bill. I used my credit card to pay the missed payment and once again enrolled in Autopay. When I checked my "next bill preview" a week later the preview did not show the late fee of $25 so I figured it was an error and was corrected. Then that next bill arrived with the $25 late fee but the video attached stated once again "you are enrolled in autopay and your bill will be paid on 5/27. Investigation in store with a Verizon rep showed that the app did give me a message that read "could not complete transaction" BUT IT APPEARS AS A SMALL BANNER AT THE TOP OF THE PAGE IN A NARROW BAR AND THEN DISAPPEARS! So when I set it up Autopay that error message did show up BUT it disappeared before I could see it. So yes I missed that VANISHING MESSAGE but I have to ask why would something so important be shown in a small bar that disappears in seconds?! Why NO email alert for something so important as a failed Autopay set up?! Three comments on this process and the $25 late fee: 1. Verizon DO BETTER THAN A VANISHING MESSAGE IN A TINY BAR AT THE TOP OF THE PAGE WHEN AUTOPAY SETUP FAILS!! Funny how you do so little about that yet can send me 20 email offers for new phones EVERY WEEK! 2. Verizon MAKE SURE YOUR BILL EXPLANATION VIDEO COMMENTARY MATCHES THE CURRENT PAYMENT METHOD AND DON'T SAY "AUTOPAY IS SET UP" WHEN IT IS NOT!! 3. Don't bill me for a late fee when you are completely incapable of telling me that the Autopay YOUR VIDEO TOLD ME WAS SET UP wasn't and don't take 4 days to tell me the bill is past due and I am unable to correct the payment method before it goes past due!! read more

Amir was awesome! Was such a HUGE help with setting up my new phone and purchasing the right accessories! Thank you, Amir!

I didn't catch his name but the manager here was so unprofessional and just rude that I switched over to a different company. My guess is this guy had some good customer service at one point to be a manger but now seems to be on some kinda power trip. There was no friendly customer service from this guy hurst being a jerk n didn't care. Literally one of the worst people I've ever met. Like relax man be nice to people. You're a grown man and the best you could do for yourself in this life was to become a manger at a Verizon store. You're not the ceo of Verizon. It's a basic day job. I hope the store owner sees this to be aware of how customers are being treated. read more

3pm Tuesday. Walk in see tons of employees. They are just talking and socializing. Or on their phones. Does anyone work anymore? read more

Verizon - Mobile Phones Near Me - Burbank, California

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My phone needed replacing because the charging port was defective. The front door guy was really helpful and listened. But when I went inside to desk 4, that's where my experience went downhill. Inside, the guy wouldn't listen to me explain the way to work the cable so that it'd connect; and he also told me that I'd have to go home and call to put in the insurance claim to get this new phone. This is in contrast to what the door representative said; he explained the process of putting in claim thoroughly and that it'd even be an extra charge to ship it overnight on the weekend. I was okay with that, and appreciated the transparency. However, the service representative was combative at every turn, continued to bring up the price of said replacement, even after multiple attempts to tell him I was okay with the price (he mistakenly told me a higher price at first, and I was willing to pay that, but he told me the correct price once he pull out that pamphlet.) He even asked at one point if he should pick up the phone to call them and put the claim in. At that point, one of the customers that came in after me, looked over in our direction. In the end, I just took the pamphlet and left. *UPDATE*: Tried to use the Asurion number, and it immediately ended the call. The Verizon number online took me in loops. I went back to the store, and explained to the new door representative the issue above that I was having. I showed my account credentials to verify the phone was mine. I did EVERYTHING. And I still didn't get into the store, and got another number to Asurion who refused to assist me because I didn't have an account with them. I've downgraded my review from a 2 (which was the first door rep), to a 1. This is because of my two negative experiences in the same day at the same store. As a customer who has an account with Verizon, this is completed uncalled for. read more

Verizon - After my first visit - Mobile Phones Near Me - Burbank, California

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If you have a good life, go to them. I wanted to change my operator to them, but they withdrew the money, blocked my SIM card and refused to return the money. They told me to come back tomorrow, maybe they would do something. I spent five hours with them today, and I don't know how much longer tomorrow. And now I'm out of service, thanks to Verizon. They deleted my esim and all WiFi passwords. Why? Because maybe it will help (it didn't) read more

This review is not for this store but bc it is a corporate store. Be warned of Verizon representatives going door to door promising great service. The two representatives Giselle and Dominick came into our office with a song and dance. It was explained to them that we run two businesses with three different landlines one being our fax machine. We were told they could port our three lines and two internets. This all started the first week of May. Today is June 6, 2024. We were given 8 phones. Not one phone equipped to carrying more than one line. It was brought to Giselle's attention so instead of having both lines working. Business #1 working one then the following day business #2 working but #1 not working. Fax not working now. This is unacceptable. Have been leaving messages for the past three days to both Giselle and Dominick. Not once have they returned our calls. Crazy thing is that our phone not working, customers can't get through and now we just got a bill from Verizon. I'm thinking for what!?! Now let's talk about calling customer service Ugh!! Woman from customer service would ask questions but would talk over me trying to explain to her how dissatisfied we were. Horrible. We came to this store to return everything. Brooks and sorry I didn't get manager's name but they were very understanding. Gave us tracking labels to return everything. read more

This is an update of why happened. I purchased a new iPhone here with the Black Friday deal come with an iPad. I filled up my shipping address on their working tablet. Somehow they messed up the shipping address to my billing address where no one can receive and sign with ups. After I found out I called Verizon to change it. They told me online team cannot change address for in store purchase. But this Verizon store has no store number. All they have is the 800 number that brings you back to the main Verizon phone line. I was out of town at that time so I cannot back to store in person to fix their mistake. So I had to keep chatting with online Verizon and asking for help. After hours of chatting online team changed address but didn't put apt#..smh..So when ups come to deliver the iPad, there is no apt#, they sent it back to Verizon due missing address info. When I found out the address was missing, the iPhone has not deliver yet. I called UPS to add my apt#, they said only Verizon can do it. Verizon just need to contact them and add my apt#. so they can deliver it. I was back from vacation and I went to the store seek for help update the address. First of all, no apologies, I do not see any attitude towards them making such a trouble for me running around fixing their mistake. Second they did not try to even fix anything. They gave me another 800 phone to call. There are 3 guys working in Verizon just standing in front of me and basically telling me "go figure it out yourself! There is nothing we can do. If you want to standing here just complaining, we can listen to you. That's it" i was like shocked with their reaction. So i left last one star review when i was outside of the store. lol. I think online team definitely has better attitude and very helpful. This will be my first time and last time come to this store. You can ask them questions before purchase. But I hope no one would come here and risk losing thousands of dollars order with them. After a month, recap what has happened, yes, still one star for this location. read more

Verizon - Mobile Phones Near Me - Burbank, California

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I forgot to write this when it occurred. But let me tell you, this place is BUSY. They were literally 3 minutes to close but the manager heard me out and helped me out immediately. Long story short, my account was compromised. Someone swapped my sim, and started trying to get into my banks/credit cards. The manager, George, knew exactly how to resolve my issue, cut off the fraudster, cleared out my online account, and put a restriction on my account to keep this from happening again. I'm not even sure how this happens, I'm just happy my finances were not compromised. read more

Let's start with I'm a long term 6 + years Verizon customer. In the past 6 months I have gone to this location due to equipment failure, billing issues, new service, and to replace defective equipment. They have failed at everything but selling. You can't get anyone in the store to help you with the billing. You are forced to call a number that redirects you to multiple operators for many hours. You have to repeat everything and only hope that they get it right before transferring you again to someone who claims they understands. Well they don't. If you try to use their chat service, it's the same result, many hours of transferring and broken promises. Fast forward to today, and I'm getting threating emails and text for an outstanding balance. I am being charged multiple times for the same item, late charges. Verizon has admitted that I've been wrongfully charged, but for some reason they don't want to reverse what they did. I'm just about ready to say goodbye Verizon. You are not worth the added stress. read more

Kevin the mgr guy was unprofessional and condescending. Came to return product purchased online, right away he said 40min wait minimum. I ask him another question and he rolls his eyes. People steer away from this guy as he makes you feel like shit for coming into this store. I waited less than 5mins and Dylan was very professional and kind. I guess he wasnt traind by Kevin. Keep it up Kevin and you can bring down the review to 1 star in no time all by yourself. read more

This store is run like a well oiled machine. Everyone knows their job and there is a definite team vibe w the employees. The manager helped me twice in the last 4 days and was professional both times. Same w the employees yesterday when I asked for items to help me troubleshoot my issue. I avoid going into stores because I never know which is a good corp store and which is not but, trust me, this is a good one. You should also know this is a corp store and not a franchise. I will definitely use this one again as long as that manager is there. read more

I visited the verizon store in the empire center in Burbank , and I give it an excellent rating . Very helpful at this location, staff took the time to help me out with the issues I had on my samsung smartphone . i recommend this location to all , and i appreciate the help I was given read more

Rudest employees work at this location they call you. Ames and look down on you I have been with Verizon for over 30 years . Never again dealing with these people. They need corporate to come in here and train do customer service trainings with them. They have a manger Annabelle who needs to be demoted or properly trained. read more

Give Chris a raise! Outsourcing customer service is an absolute joke. I'm convinced their job is to run you around in circles and not get anything accomplished. They can't even activate my phone...like ever. I've tried multiple phones activating remotely and no matter how many hours I spend on the phone with Verizon they are incapable of activating my phone. So of course I know I'm going to have to come into the only tech Verizon store even close to my house, which is 18 minutes away on a good day. Fortunately, I walk into Chris's smiling face who activates my phone in less than five minutes. F big mega corporations and thank heavens for good old fashioned face to face customer service! read more

Buyer be ware, the sales reps here LIE. I came in here to upgrade my phone and the person I worked with convinced me it was a good idea to switch from a personal to a business account for the number of lines I wanted. This was not only untrue, but then they lied that I would be able to use my Verizon credit card rewards towards my new bill. 9 months in, after spending at least 20 hours calling in various times to Verizon to resolve my issues, I'm learning all of that was not true. Now I'm stuck in a 36 month long contract that costs more than I can afford for worse quality service. I was thinking of trying to change back to a personal account after all this, but I think I may switch carriers, I don't want to work with a company that apparently encourages its employees to lie to upsell loyal customers. I don't want to be a Karen but this has been the absolute worst year. read more

Company offers good deals upfront but over charges you $100 of dollars each month complete scam

This is a review for Richard at the Empire Center Verizon Store. We were in need of a new iPhone, a tablet and also discussing switching to Verizon for home internet. My husband and I are in our 60's and not very savvy in the electronics game- Richard spent over 3 hrs with us , reconfiguring our family plan and hooked us up with a new iPhone 15plus, 2 9th generation iPads, a high speed internet router and a streaming package all for $30 less than we are currently paying on our total Verizon bill. The dude went to the mat for us- finding discounts and ways he could get us more for less. In these days of crappy customer service and support, Richard really went the extra mile for us. He is an absolute breath of fresh air. As he was helping us, we found out he had an interview for a promotion today-this is a message for Verizon corporate- PROMOTE THIS MAN AND GIVE HIM A RAISE- He's an amazing employee! Thank you Richard for taking such extraordinary care of us today. read more

Don't go here. I've been a loyal Verizon customer for years and the interaction I had today unfortunately is making me question if I should switch carriers The middle aged black guy who had an accent working on 10/4/22 at 12:30pm has the worst attitude of any customer service agent I've ever experienced. After 2 minutes of not understanding each other (mostly because of his unclear communication) he says to me "are you here to question my logic?" Wow. You really think you are getting paid as a Verizon employee to A) communicate simple concepts in a mediocre/confusing way and B) have a bad attitude with customers. You are insane. He should have said, "Sir, I'm having a hard time understanding your concerns. Let me pass you on to another one of our customer support agents and maybe they can help you better" I hate it when I have to deal with incapable and incompetent people who have attitude. The only reason why I am not giving this place 1 star is because I have been with Verizon for years and I like their service. The manager should really train this person to be better with customers. This Verizon store is losing business day by day because of people like him read more

I rarely write bad reviews and try to keep everything positive, but when I have to deal with gross incompetence and rude behavior, I feel that I need to warn others about it. I unfortunately had to deal with terrible customer service from the INCOMPETENT sales man and his store manager at the front (for owner: Sunday August 25th afternoon). Don't know their names because they weren't wearing name tags, but we had to deal with passive aggressive and defensive attitudes of people who clearly didn't want to be there. We were upset because the person on the phone (outsourced to a different country, and didn't know what actually goes down in the stores) who scheduled the appointment for us to exchange our phones 1) told us that we would be able to trade-in our old phones for free and 2) failed to relate to us pertinent information such as having the person who's name on the account be present in-person when we make the change. We were able to solve the second problem by calling 611 and adding the person's name into the account (with no help of the people who actually "work" at the store), but we were baited-and-switched because apparently the promotion was only virtual and not honored in store... I understand that source of the problem is more systemic in the company's processes and procedures and the terrible communication between their in-store branches and the telephone services and promotions, but why the heck would the person schedule an in-person appointment for apparently something that can only be completed virtually?? If they were apologetic and understanding of the major inconvenience they caused us by trying to find a babysitter last minute for our infant and also travel all the way down there with a toddler, I would've accepted that. Instead I got rude, condescending, and defensive behavior from an incompetent worker and manager who have no business in dealing with people. Will never be back and good riddance. read more

My Sim card stopped working unexpectedly while I was on call... which is a bit nerve-racking. Jackie at the front was able to quickly help me replace my Sim card and was very helpful and empathetic. Made otherwise stressful/difficult situation quick and painless. read more

Called to see if I could drop by and buy a phone. Asked over the phone if I could buy the new phone outright and not change my plan. Verizon said I could do that. Great! Showed up, was told I could not buy the phone unless I go on a payment plan. Was told to instead go to apple and then come back with an unlocked phone. Was told I couldn't go to Best Buy and get what was originally promised by the Verizon store... went to Best Buy anyway and bought the phone no hassle. Weird way to talk yourself out of a sale? read more

They say they don't want to leave a bad impression?? Again, l have been a customer over 20 years. I have gone to this store probably a dozen times. They have always been rude like l owe them something, they have always been slow, rude and disrespectful. It seems like, Nothing has or will change. Management is also rude and disrespectful, DON'T GO TO THIS STORE! It is horrible, find any other store to go to! read more

Dylan who was working in the evening on 10/23 and Karina who helped us around midday on 10/25 were our superheroes. Thanks for being so helpful and efficient with our new phone pickup and line swap! read more

Mostly upset with Verizon but also at the customer service. They basically told me my problem could be solved by calling and couldent help me further. Didn't offer to help call like other stores. This was all after I waited 30/45 minutes which isn't a huge deal until not being helped. Also asked a girl a question and she said idk who you are. 0/10. Sucks. I asked a Verizon girl "hey while I was sitting here I got a message saying my Verizon account was disconnected, do you know why that might of happened" her immediate response was "I don't know who you are" and I said I'm waiting in line... told her to forget it. read more

Went early since we know they get busy. Received immediate attention. Service shortly thereafter. Was picking up and setting up a new phone. The young man knew what he was doing and handled and explained everything well. I should have got his name. Thank you Verizon-Burbank. read more

I decided to wait a little bit before writing a review of this store because this is typically the closest Verizon store to me. Every time I visit the empire center though, I get more and more angry because I can't help but remember the experience I had here. First of all, I decided to not use this young lady's name because I'm a nice person, but please note that I am indeed speaking about a young lady representative that helped us here and made my husband and I feel like she was truly helping us out. I'll call her "H". We were tired of T-Mobiles crappy service. There were times that we had absolutely no service for days with T-Mobile. We knew Verizon would be more expensive but it's worth it to us so we can have service. We were approached by "H" and she helped us out. She makes you feel like she's hooking you up and almost like you're her friend. Don't fall for it because that's her way of getting you locked in. Because the prices are so high, we decided to go home and sleep on our decision and H gave me her personal number (I noticed that it's on her iPhone but the text bubbles were green which most likely means it's a google number). I texted her the next day and we set up to come in so she could "help" us out. What really happened is that she spent more time in the back trying to "locate our new iPhones" and "talking with her store manager" when she was actually most likely trying to figure out how to con us (actually, eff us in the ass is a better phrase) the most to boost her numbers. She lied to us and told us that their Hum device was for free with no charge or monthly charge and that if we took that "free" gift we would also not get any activation fees. This entire process to get in and out of the store took us almost 3 hours because, like I mentioned before, she was trying to figure out how to screw us over. She also gave us two bundles for I don't know how much, but all I got out of that was a really awesome portable charger that I actually use a lot. Let me fast forward to our very first bill. Not only were we charged for the Hum device, we were also charged for monthly use and it never made it out of the box. Now I know why she pushed it on me so hard and told me I had to use it. Its actually the stupidest thing Verizon has ever came up with and there's no use for the device. We were also charged, surprise!, for activation. The next day we took the Hum device back and we told the manager of the situation and, of course, we were charged for restocking. I would also like to mention that the customer service rep that we dealt with on the phone (not associated with the actual store) was very helpful and sympathetic. She helped us fix our bill. Thank you, "H", for making it possible for me to NEVER trust another individual ever again when it comes to customer service. Karma is real and is coming for ya. read more

This is the most disgusting mobile service I've ever encountered in the world. Nothing but problems, and their solutions take up a lot of personal time and leave me without service. If you're looking to choose a mobile operator, I do not recommend Verizon. One guy named Dylan is a great guy, and it's his personal merit, not Verizon's. read more

Luckily for this store, I was able to get in-touch with the correct department to resolve some invalid charges on my account. So thank you to Kevin and team for pointing me in the right direction. I am filing a complaint with the FCC for dishonest billing practices and I recommend anyone that was incorrectly charged for not returning the box internet equipment (which I have a receipt stating I did) do the same. You have to hit these companies where it hurts the most, Their bottom line. I was charged a "$220 non-return fee" after trialing the home internet. I was told my address qualified for the premium service by the store in Glendale. I tried it, and my 300-1000mbps plan was only getting a paltry 150 down and 30 up speed. Not worth it, when Spectrum was getting me 450 down, 300 up. I called, cancelled my service, mailed back the equipment, received an email my equipment was returned back in November. Here I was getting charged $220 NOT INCLUDING TAXES for equipment I have an email confirmation stating it was returned. I spent well over 6 hours getting transferred from on department to the next with no resolution in sight. Finally, I was told to go to the store and they could fix it. I get to the store, and they can't even open my account. What was sad to see is that Verizon doesn't empower their own employees to fix issues that are clearly a technical/ driven by poor system optimization. Your own employees in the store cannot even speak to your own support staff on the phone. The representative in the store was badly treated by the people over the phone. Everyone just passes the buck to the next department all saying the same thing. "I'm sorry, you need to talk to X department" get transferred "I'm sorry, you need to talk to Y department" and its just phone tag. I work for a major corporation too, but to save a buck on outsourced customer service that does not effectively communicate in English is a level of disrespect that your customers should not have to deal with. When your own "support staff" argues with your American based employees was down right atrocious. They hung up on the representative in-store 2-3 times because you can tell there is a language barrier. These people on the phone just do not understand anything I or the employee in-store were explaining. It is mind blowing to me. It's as if you need to hope on a prayer every one of your dealings with Verizon goes through without a hitch, otherwise, you're sent to call-in hell. Either way, thanks to the employees in the store for helping me through this horrible situation. I almost went to collections, through no fault of my own. The manager with the beard (didn't get his name) knew exactly how to expedite my situation and Eric was pleasant. But based on this experience, it will be a long time before I ever give Verizon a try again. Do better, you're a billion dollar conglomerate. read more

Very patient, reassuring and knowledgable staff. I had the worst day today when my phone freaked out and the antenna died. Went to another Verizon store, then Apple, then Verizon Burbank where I got amazing customer service and they let me know what was major to me - no outgoing or incoming calls or texts - was an easy fix. I had to get a new phone, but Miranda was so patient, kind and smart. There was a nice corner with upholstered benches and that was where everything was taken care of. Relieved a lot of stress and was nice to just sit down away from the other customers. Nice, big store, too. Thank you. read more

Made two attempts at coming here to give them a ridiculous amount of money for a phone upgrade. First attempt their "systems were down". Like, all of them apparently. Second attempt I showed up an hour before closing and was told I was too late. Gave me a number to telesales to try and do it over the phone and do same day in-store pickup. Called telesales and they were closed. Went back into store to let them know and suddenly they were able to fit me in. Told them which phone I wanted. They didn't have it in stock. Gave them a different phone as a back up option. They were out of that one too. Verizon is the new DMV. read more

I made the mistake of going to the store in Los Feliz that was a complete disaster. Long story short, Jorge and Brooks were able to figure out the mistake and get me taken care of. I returned everything to Los Feliz and started fresh here with a better deal and a better discount. Thanks again. And to the women that thought it was funny to make fun of the senior that had a medical emergency, shame on you. read more

Mario was very professional, friendly and helpful upgrading the cellular data plan on my daughter's new IPad. He was not required to help me but he did so very kindly and without hesitation. No way I would have been able to do it myself. Thank you to George the manager for doing such a great job. read more