So I walk into the Verizon store around 4pm and sign up on the list to be seen, after about half an hour wait this youngish light complexioned guy called me over to the little desk to help me. Now, there was a female standing there with him, a skinny woman, of Mexican-American descent (and the reason I put this info is because I did not get their names and was too disgusted to walk back into the store to ask, after departing). I do not know why she was there, it was clear to me she was either in training or the guy was. Now before anything gets said, the dude hits me with "oh you want to open a business account, two lines? You cant do that, it has to be five lines minimum, so you can get like some apple watches and tablets to be able to get the minimum devices." Which was complete news to me since I already started applying online, and never once was this stated, on the other hand, I was able to just choose two lines when applying for buisness credit. So a clear lie, right out the gate, for no reason at all. Then, the female proceeded to behave like one of those little jealous kids on the playground when a kid shows up with a shiny new toy that she does not have. She is instantly making small, snide, off the cuff comments to me about having my own business (implying I dont). She says, "oh, you need five lines for all your two employees." I had not told her any information about my business yet, so she was trying to be funny and also demeaning to me, the customer. But, i understand she is angry she has to work at her age, for minimum wage in a position usually occupied by college students, but that gives her no right to demean the customer because I decided to go to college and work hard so now have a successful small business. She, then in a stealthy manner looks up the business address that i put on the form and shows the guy without showing me, trying to be slick but I obviously realize this and tell the guy. Hey the address I put is not my office address, its a mailbox that i was renting when I started my company, since then we have actually leased our own offices and if you need, I have the updated address and the leasing agreement between the building and my company, showing that we are actually renting space there. I had to put the old address because thats what was linked to my business D&B account. So i explain this to him so he does not think something shady is going on (as the lady was trying to imply by showing him that its just a mailbox address). He says dont worry, you can update this later. Meanwhile through this whole interaction the lady, if she can be called that, continues to make demeaning offhand jokes and comments about how i can buy stuff and put it as a tax write off, and if i am not doing that she can help me do that. I keep smiling and being polite. This is when they go back and say we will be back. I look up Verizon policies and see that there is no 5 line minimum, only if you want the top phone plan you have to get five lines, but you can get as many lines as you want just pick a cheaper plan. Now, I was getting fed up. They came out from the back and tell me, something is up with my application and that I have to call a number, they cannot help me at all. I tell the guy hey, why did you tell me five line minimum when there is no such thing, he says well ya but it does not matter your application is on hold anyways. Im like, so that makes it ok to lie to a customer. So i take the number they gave me and leave. I get on the phone and call them, it turns out its the number for the fraudulent investigations for verizon, and the lady there was very nice, and told me that the associate who was helping you actually forwarded your account application to us and was saying this is a fake account. I was completely shocked, at this behavior, even the lady there on the phone was taken back. At this point i had enough of verizon, and if they have employees like this who lie and cheat and throw shade, on their new perspective customers, I want nothing to do with them. Lucky for me, went to Tmobile right after, gave my info, was approved for 12 business lines, and purchased only two lines like i wanted to and financed two iphone 14 pro maxes and was done in an hour. So these two individuals literally lost Verizon a new business account with multiple lines and financed phones to go with it. And if anyone at Verizon sees this, please go find these two and give them some proper training, especially in todays cancel culture 2023, they DEFINITELY need to be retrained and reprimanded for lying and more. After these two, the people at Tmobile were a breath of fresh air, and instead of turning me in to be investigated were actually paying attention and fixed all the issues and got me approved. I run my own small business and i would never hire anyone who tries to belittle a customer only because he/ she is more successful than them, its quite honestly an embarrassment. Armen B. read more

This store is all about helping you and getting you what you need in a, somewhat, speedy fashion. If it's you 1st phone or an upgrade, they'll "Hook you up" and give you the "best deal". The fact of the matter is that the VERY MOMENT you have trouble, they turn their back on you and start treating YOU like a problem. A pest. This type of attitude towards your customers is simply unacceptable. I work in the service industry and if this was the approach of the company I currently work with or any other company, then that company would ultimately fail. This is not a workable attitude, especially in our age, where everyone has an opinion and they can quickly let others know that opinion in an instant. Well, this store has done exactly the above at the same time. As a result, it's created more problems than it solved. At first, I tried to get my wife an upgrade and they flocked over to us ready to help, maybe with a little passing around, but we eventually got helped. Then I start having a nice chat with the rep and figure out what we need to do. Then I figured, why not get help with my faulty headset. So I ask my rep and he starts saying that they might have to "test it out". This is unusual for me, considering that the 1st time I had a problem with this headset I was able to return it without any issues. Now they are saying they have to "test it out" to see of they can do a return on it. So I call over this Manager (His name is Arnold) and he says, "Please turn on and connect the headset", then he walks away and starts chatting with his fellow employees, essentially slacking off. So I say, "Hey! Can you come over here and actually help me with this please?" To which he immediately starts justifying and getting defensive saying, "Listen Sir, I'm not being disrespectful! I'm not. I'm waiting for you to connect your bluetooth device. So if you do that, I can help you.". So I connect my headset and we test out the connection and he tells me to call him, which I do, and he replies with, "I can hear you just fine. I can you hear you just fine! There doesn't seem to be a problem!"...pretty sure you can hear anyone from 3 feet away. Nice test, Arnold. So instead of even asking me specifically what is wrong or what the conditions were for experiencing the problem, he just proceeds to tell me that there is "nothing" they could do for me. So, I told him that this was the 2nd time I've returned this headset for the same problem and he gave me the same line...SO, I decided to ask for the Manager and he points to his name tag, "ARNOLD - MANAGER"...THIS guy was the Store Manager? What a douche bag. So I ask for HIS BOSS, to which he says, "Let me give you his number."...a minute goes by and the actual Store Manager showed up to help me. Now, I actually recognized this guy (He helped me get my Note 3 a few months earlier.), so I tell him my issue and he says, "Ok, well let me see what I can do." So he comes back with the exact same line about not being able to do anything, so I ask him what he can offer me to fix this problem and he comes back with the biggest pile of dog shit EVER...(make sure you're sitting down for this one) "If you want I can take your headset and give you a 20% discount and another one of the same kind."............. What. The. FUCK??? Yeah, I'd like the SAME EXACT PROBLEMATIC HEADSET THAT I'M RETURNING TO YOU FOR THE 2ND TIME AND I'D LIKE TO PAY FOR IT AGAIN. How did that make any sense??? Also, offering me a lesser headset and still having me pay for it is still totally retarded too. Instead of offering me the updated version of the same headset or giving me the option to get store credit towards the updated one, he just gave me the one really idiotic option on a take it or leave it basis and that he was doing me "a favor" because of the phone he helped me with earlier. All in all, I was left to take it up with the manufacturer of my Bluetooth headset (which won't be named unless they, too, screw me over, but so far so good.) and they seem interested in actually helping me. To end off, my final recommendation is this: Buy from Amazon.com or Best Buy (buy their warranty, though.) or Fry's. They uncomplicate everything and have logical policies that do not make you want to leave this planet. And if you can avoid THIS particular store, you might have a better time. Verizon has good service, they just suck at solving problems. TL;DR: Go to another store, this may be a corporate store, but it's a POS corporate store. Also, don't EVER buy any accessories from Verizon directly, they only do 1 (ONE) exchange or return per item. After that, you deal with the Manufacturer directly. And they charge a steep, flat rate restocking fee. Most of the employees don't give a shit about you and Arnold is a douche. read more

Disappointing Service Experience at Empire Center Burbank Store I am expressing my deep dissatisfaction with the service I received at the Empire Center Burbank store. My experience has prompted me to share my concerns, given the significant impact on my perception of Verizon as a company. To provide you with some context, I first became a Verizon customer in 2006, but due to poor service at this very location, I ultimately left the company in 2019. In 2025, I made the decision to give Verizon another chance, but regrettably, the service has only worsened. My recent experience exemplifies the ongoing issues faced at this store. Upon signing up for service, I encountered immediate problems with my e-SIM cards on both lines--they were faulty. Seeking resolution, I visited the Empire Center store for assistance. Upon arrival, one of the associates informed me that I had eight customers ahead of me and suggested that if I was willing to wait, I would eventually be helped. Though I hesitated, I decided to stay, hoping that the service had improved since my last experience. While waiting, I attempted to call the customer service center to resolve my issue. However, after some time on hold, I was informed that I would need to return to the store to obtain a new e-SIM card. After waiting for 90 minutes, I approached the store manager, Andrea, to inquire about the expected wait time. To my dismay, she informed me that I would need to schedule an appointment for another day in order to address my issue. This was incredibly frustrating, especially after having invested significant time in waiting. When I asked another representative why I was initially told that I would be helped if I waited, it became clear that communication within the store was severely lacking. Had I known from the outset that I needed to make an appointment, I would not have wasted my time waiting. As a result of this experience, I currently have no talk or text abilities, forcing me to consider returning to my previous provider. This has been a significant inconvenience, and I am left feeling disappointed and disheartened with the level of service provided at this store. Given the poor management I observed, I believe that Andrea may not be fit for her managerial role; her handling of this situation and lack of communication are concerning. As an active member of the Chamber of Commerce in two towns, I am compelled to share my experience. I will advise anyone I know who is considering Verizon to carefully consider their options, as I believe your company will face repercussions for retaining an ineffective manager like Andrea at the Empire Center Burbank store. read more

If I could give them negative stars.. I would. Had the complete misfortune of crossing paths with quite possibly the worst sales associate on the planet. This giant douche bag's name is Jeremiah Page. Not only does he have a piss poor sales pitch.. But also a piss poor attitude. I already knew what I wanted when I walked in. Thought that it was going to be a quick transaction. I was completely wrong. So here I am being forced to listen to his mediocre at best sales pitch. We already told him we just wanted the phone and nothing else. He was mad that we didn't buy into his bullshit. He then looks at me and tells me to let him finish. So we do. He fucks up basic math trying to figure out a total for his sales pitch. He gets corrected for messing up the total and he is now flustered. We deny his pitch. He then starts to explain the cloud for iPhone. I have owned an iPhone for four years. I know how it works. He then says to me in a passive aggressive tone, "you're misunderstanding me" I say "I'm not misunderstanding anything." As we continue the painful interaction he walks away multiple times to gossip with coworkers. As I am looking through my phone and talking to my partner I ask Jeremiah Page if there was anything else or was that it? He then goes on to reprimand me. Saying he thought I knew everything, He's a Verizon Wireless employee, blah blah blah. I told him I didn't appreciate him talking to me like I was stupid. He then blows a gasket and has a midlife crisis in the middle of Verizon. Completely whining like a bitch. Trying to turn everything around on me. Meanwhile I had two witness experience his disrespect beside me. I contacted corporate as soon as I walked out and filed a complaint against him. He is not built for interaction with people. Completely unprofessional and embarrassing to be around. PS. JEREMIAH PAGE IF YOU SEE THIS, YOUR RECEDING HAIRLINE ISN'T FOOLING ANYONE! SHAVE YOUR HEAD AND STOP PLAYING GAMES! read more

I am utterly disappointed and appalled by the treatment my 65-year-old mother received at the hands of the Verizon store manager. Not only was the manager disrespectful, unhelpful, and downright rude, but their behavior was completely unacceptable in any customer service environment. Upon entering the store, my mother was greeted with disdain instead of the courtesy and assistance she deserved. The manager, instead of offering support, seemed inconvenienced by her presence and displayed an attitude of superiority that was both unwarranted and offensive. When my mother sought assistance with her Verizon service, she was met with dismissiveness and impatience. The manager's lack of professionalism was evident as they failed to address her concerns with the respect and attention they deserved. Instead of providing solutions, the manager chose to belittle her and make her feel incompetent. It is utterly disgraceful that a manager representing a reputable company like Verizon would treat a customer, especially a senior citizen, in such a deplorable manner. As a result of this unacceptable behavior, I have decided to cancel my service with Verizon completely. No company should condone or tolerate such behavior from its employees, especially those in positions of authority. I urge Verizon to take swift and appropriate action against this manager and to ensure that all employees are trained to provide courteous and respectful service to all customers, regardless of age or background. Until then, I will be taking my business elsewhere, where customers are valued and treated with the dignity and respect they deserve. read more

Let me start by saying, I will most likely stay on the Verizon network for a long time, not only because my phone is amazing (Droid X) but because Verizon offers not only the best coverage, but some damn good customer service over the phone. That being said, the Verizon Wireless store in the Burbank Empire Center not only has some of the most inept employees I've ever encountered, but also one of the most unceremoniously rude store managers I've ever had the displeasure of dealing with. When we went to go switch my mom's phone from a Droid 2 to a Droid X, the inept employee in question managed to (without even touching it!) deactivate my phone and reactivate my account on my mom's phone. We went back in moments after leaving to have him fix this. Secondly, in my 6+ years of dealing with switching phones every Verizon employee has always asked whether we had pictures or anything else of that sort that we'd like switched onto the new phone. This employee failed to, causing a huge headache in having to go to the store and getting our information back. When we went back the third time, the manager who I spoke to was extremely rude, and succeeded in every degree at serving to antagonize and displease me. My policy is now to avoid dealing with Verizon stores, as this was not the first time this store in particular has caused unnecessary grief. Deal with Verizon over the phone, buy your phones from Costco or online, but avoid these scumbags. read more

I had a very bad experience with this store. The "manager" was the first person I talked to. I had a complicated situation. She would not help me. I asked for a supervisor, she said she was the manager. I asked her name. Everyone there had a name badge, hers was turned around so you could not see her name. She said, I don't have to give you my name, and I don't want to talk to you anymore. I am almost 80, I am a professional. I am appalled at her behavior. If she truly was the manger, she was exhibiting very unprofessional behavior to a consumer. The office was not busy. There were other people who worked there doing nothing. I feel like they felt uncomfortable with the interaction. I asked if she would give me a customer support number, she did, but is was for a "bot". I looked on google to find a number I could call for help. 45 minutes on the phone in the parking lot provided a lovely Person who took care of some of the issues. I went back into the store to get a copy of my bills, I spoke to another very helpful employee. He went in the back for a long time and said 'I AM SO SORRY I CANNOT PRINT WHAT YOU WANT, (my bills). He seemed dismayed. I find this very strange. I will no longer be using Verizon after 19 years! I find this very sad. This is a communication technical company, but their rules appear to disregard how important it is to retain consumer relationships. read more

if i had a chance to put no star i would do it. so on december, one of the disgusting representatives came to our home and suggested 30 or 60 day free trial of their wi-fi. so i took it back in 10 days and have all the proofs. i go to the store, call everyone and no answer. i still get bills, and my credittttt scoreee dropppedddddd to 5. i never ever had any bad impact but because of the worstttttt worsttttt internet service i got this. and you know how much is it to clean all this "latee" paymentsss??? $1500-3000. i am going to go until the end, or else this is not resolved, i will escalate this issue to legal channels and file a complaint with the cfpb (consumer financial protection bureau). i expect a response as soon as possible. read more

Random unfriendly people on the service desk today. My husband and I came to exchange a blue tooth that routinely gives him trouble. It does not work. We've actually had fights started over this because the blue tooth is sssooo terrible. I constantly can't hear him when were on the phone. Customers can't hear him. The manager wouldn't even help us, he was confrontational and refused to exchanged a device that we've had multiple issues with, he did a quick test on it and assumed everything was ok with device. Device is supposed to covered for a year. And it's been 4 months. Manager will not exchange it! Were not evenbaskig for money back!!! read more

I visited this store on 8/17/2015 to get an estimate of my early termination fee. A young African American guy approached me and after a few minutes of reviewing my account, he told me that I cannot return the phones and I have to pay more than $900.00 to terminate the account. Later the same day, I called Verizon and asked the same question. They told me exact the opposite!. Now I can return my phones and my early termination fee is only $160.00! I cannot explain my frustration. First, I decided to visit the store to complain but I hope this negative feedback will be much more helpful than wasting my time to go there again. Denis. read more

This place is not managed properly. You can tell when employees are over pushed to sell sell sell. I know because I've worked in retail sales for 10 years, and having been a manager myself, I know a stressed out desperate salesman when I see one!! The problem with tuning a company with too much sales focus is that YOU FORGET THE CUSTOMER SERVICE PART!!! This place has some very bad reviews here on yelp, and if you go to the Google maps version of this location, it has horrible reviews too! Verizon has great reception, but they are so behind on the customer service piece at their physical locations - this location is HORRIBLE. read more

Excellent experience !!!!!!! I went in to activate a new line on my plan, and was helped right away. When I walked in I was greeted by the manager and added to a list to be helped . I was helped with in 5 min by Shauna. She is Amazing! Very knowledgeable and very professional. While adding my new line I was explained all my options that were available to me. I have had Verizon for many years and after my visit today I wish Shauna was the person to create my account from day 1. Thank you for the great experience and making it easy to add my new line. read more

I came in looking for help with my Samsung s4 phone, and was greeted by Michael Azzurro. He could not have been more friendly and helpful. He went straight to work on my phone. We headed out to my car to show him the exact problem. His patience and product knowledge was incredible. Mike walked me through the process and was able to correct the issue. Without making me feel stupid or small. I can't thank him enough and would encourage everyone who might need help, to look him up. Truly a asset to Verizon and their customers. Thanks again Mike! read more

Warning: this place is BUSY. Strongly recommend coming with an appointment. Long wait times. But the staff is amazing. The manager, Kevin, was very helpful in assisting his employees and trying to get to everyone in a timely manner. He was very personable and genuine as a greeter when I first walked in. Austin, the rep that helped us, was also a sweetheart. Extremely knowledgeable and wise man. These people might be short staffed, but are doing their best to work with what they have and dealing with the entitled customers. read more

After having a bad experience with the store on Magnolia and Hollywood Way we went over to the corporate store at Empire Center and was treated like a customer should be. We had the pleasure of being helped by Melissa and Steve. Both were helpful and informative and provides awesome service!! We also met the store manager Oscar who was very kind and helped to repair the damage done by staff at the Verizon Wireless - Wireless Plus store. I give these guys an A+ for all they've done. There might be a wait, but it's worth it!! read more

I arrived early for my appointment and was immediately greeted and told to wait a minute while he got someone to help me. Very soon, Edgar came over to assist me. He made my experience the best I've ever had buying a phone. I'm an elderly man, hard of hearing, but he patiently walked me through the process, not minding when I asked him to repeat things. He didn't push anything on me, but laid the options before me and let me choose. I don't know if the other sales staff are this good, but I suggest you ask for Edgar. read more

I went in to switch from Sprint and get a new phone. Had great service from TJ. Thorough, pretty fast, polite. He listened to all our needs and solved some technical problems to make sure my husband's phone was switched over to Verizon and working before we left. That may sound easy but his phone is unlocked and it took 8 days last year to get it switched from T Mobile to Sprint. So we were delighted TJ worked with corporate to get the job done in an hour. Nice people. Great service. read more

Awesome service. I needed to import stuff from old to new iPhone and Stephanie from the store in Burbank helped me on the phone and stayed with me for more than a half hour while everything was downloading and importing or whatever its called. She was super friendly and very knowledgeable. Everything I needed was installed perfectly, and without her help it would have taken me all day to figure out, or even longer. Can't thank you enough Stephanie, your the best!! read more

Awesome service from Huong today ! She was able to swap my phone service from spectrum in about 15 mins and connected my Apple Watch to cellular for only $10 per month. She was Super helpful, patient, and very nice. If you're going to make an appointment I highly recommend asking for Huong she'll make sure you're in and out as quickly as possible. Also Verizon was very clean and very safe with Their covid protocol. I wish every place was this clean and efficient. read more