This review is for in-store client care . Austin, at this store is an exceptional product specialist and ambassador. Brand loyalty is built upon good products, value and client care. The standard online customer care with exceptionally long wait times and inconsistent solutions is frustrating to clients and associates. I hope that Verizon resolves the flawed system. read more

Absolutely the worst customer service experience ever. 18-year Verizon customer and treated like dirt. They wouldn't help me AT ALL. I had to sit in their store and call Verizon to get the store to do their job. So disappointing. read more

Brian is the BEST!!!!! Go to this location and he will help with anything you need. He solved an impossible problem for me read more

OMG! Worst customer service ever from this store. This person name SHARAM ( looks like an Arabic or Indian guy) is extremely RUDE!!! the manager is also not friendly at all- her name is PATRICIA! Go to other nearby location. Literally don't RUIN YOUR DAY! Zero knowledge and sense of customer service. Several folks said the same right in front of us! read more

Incredibly slow service (waited 15+ minutes for them to print a basic return label), very rude manager who wasn't able to give basic information for a simple phone return. While phone service is above average, their customer service is lacking. read more

I closed my account with Verizon in Sept 2025 and paid my account in full with a zero balance reported at this store. Unbeknownst to me Verizon continued to charge a line that they failed to close even though I closed my Verizon account. Verizon falsely reported this charge to the credit bureaus which created a negative impact on my credit score. I have talked to 5 different people at Verizon without any resolution. This company has NO INTEGRITY. Be careful people!!! read more

Employees only help certain customers. Other inquiries will wait forever. Bad experience......will change to other providers. ............ read more

Jakob was very helpful and patient with our phone purchase then we came back to exchange for a bigger storage. He is very knowledgeable about how to solve system issues and account credits. I recommend making an appointment ahead of time and asking for Jakob with a k he's the best! read more

My husbands phone which he had purchased at this store, was not working properly. We tried Verizon phone customer service several times, and they sent us a new phone. Tried over the phone to get it set up / no luck. Went into the Lake Forest Verizon store on El Toro - a nice representative assisted with the set-up. Took the phone home, only to find out that the screen was locked, and we could not access the phone without inputting my husbands pin number every time. My husband is 84 years old and has dementia. I don't want that feature on his phone. Called Verizon phone customer service several times, finally thought we had the problem solved, but turns out, it was not. Went back to Verizon to get the lock feature removed. Lock feature was removed. Came home, and there were multiple additional problems with the phone. Went back to Verizon AGAIN, this time near closing. I ended up getting a gentleman who said his name was Felipe (and said he was one of the managers). He was extremely rude, wouldn't listen to me when I tried to tell him what the phone was doing, told me he would just reset it to the default settings and it would be fine. I get the phone home, and all kinds of things are going awry (i.e., when the case is closed, it shows battery full / but when you plug in the charger, it shows battery dead. An error board of about 5 messages pops up - primary message says "device failed compliancy". (Yesterday it said something about IT Admin., which I have no idea what that means). I have exhaused probably 5 hours of my personal time trying to do a simple swap-out of a phone that did not work for a phone that does work. (In addition to my complaint about the El Toro location, in the past two months, we are having SERIOUS reception issues with Verizon in our home in Lake Forest. I've lived in this house for 33 years, work full time out of my home, and NEVER had reception issues before. Now, for two months, calls get dropped / clients cannot hear me, sound goes in and out - reception is horrible!) I give the Verizon El Toro store a -1 for service / and right now I give Verizon corporate the same score for their service. I have four devices with Verizon, and I will be shopping for a new service provider... read more

Have tried to turn in my phone multiple times. Always packed and a 40+ min wait just to drop off my trade in. Come tonight and it Says they are open til 8. It's 740 and the doors and locked and no one's home..... read more

Verizon - Mobile Phones Near Me - Lake Forest, California

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Absolute worst experience. It is like a bunch of 20 year olds were handed the keys to the store and think that they can treat customers any way they like. I was in the store waiting in line and saw 3 people leave in disgust the way they were treated. Other people were just being talked down to. Verizon used to be really good but not sure the mentality of hiring inexperienced kids with attitudes that probably could not find their way out of paper bag with no life experience are talking down to adults. Absolutely mind boggling. read more

I switched five lines to Verizon and have had serious service issues from day one. After many failed attempts to fix the problem through calls, texts, and the app, I was sent to this office for help. I had a scheduled appointment, but despite that I waited almost an hour while employees stood around talking and ignoring customers. A manager named Armando refused to help me with a very simple issue caused by Verizon's own system error. Assistant manager through phsychological projection kept telling me l was cutting him off. Basically, I have been a customer and just cannot get service in my area and I was only trying to find out why or how it could be fixed. He spoke to me in a threatening tone, falsely accused me of raising my voice, and said he would leave negative remarks on my account. After that, no one in the office was willing to help me, even when staff were available. This was one of the worst customer service experiences I've ever had. No respect for customers, no accountability, and no professionalism. I do not recommend this location. read more

GO SOMEWHERE ELSE BESIDES VERIZON. Absolute worst store and Verizon company is a joke, hidden fees, deceptive marketing and their employees represent this. I shut down 6 lines and went to T-Mobile. read more

HORRIBLE SERVICE! TOTAL DISASTER! The guy who was helping me his name is Bryan, he lacks professionalism and has zero customer service skills. He had no clue how to help me, every question I ask he goes to the manager and gets an answer. Never returning to this store again, it's a shame and a joke. I don't know how the corporate is not aware of this location being such a mess and hopeless. It should have been closed since a long time ago or they should change the staff. Please try saving your time and avoid this location, bunch of nescient employees work here! read more

Great service yesterday from Reggie at Verizon. I went in to compare rates with T-Mobile and they more than delivered on better price and better features. Reggie was helpful and honest about my options. read more

Your receptionist named Josie is very rude, combative and truly devoid of customer service skills. I visited your store and all the 4 in store Specialists were busy with customers which is fine. However the Assistant Manager was standing and working on his laptop and did not bother to greet the incoming customers nor did he explained help from h I s staff is coming once they conclude their assistance. Corporate Store at 23718 El Toro Rd Sutie A at Lake Forest CA, 92630. Please call and provide extensive Training on Customer Service skills to the entire staff informing the Store Manager of this issue. My visit was on October 10, 2025 here in California read more

I switched over from T- Mobile to Verizon and Steven walk me through the process without trying to sell me a flux capacitor. Stephen Armando and the rest of the team over there very helpful read more

I went in to get new phone. They were friendly and offered to help. I went in close to closing and Asian can come back. They said if you knew what you wanted, we can help. They even asked if I needed more time to make an appointment for me to go back. It was much better experience than the Spectrum store. This is a corporate store. Art and the manger helped me out and were friendly. read more

I would never come here again. I came here as a current longtime verizon customer, to upgrade to a newer phone. I told the unhelpful, unfriendly, smug, know-it-all attitude, employee that I was interested in getting the S24+ phone because I had already bought the case for it, and even though the S25+ is newer I have not found any cases I liked for that phone. I had already been to several verizon stores to look. Instead of assisting me with the phone I expressed interest in, the employee told me to just buy a new case online for the S25+ and get the S25+ phone. I said I didn't want to leave the store with a new phone without a case because it could get broken in the meantime. He tried to push me into buying one of the few ugly case options they had in store. I said why would I do that? I have an expensive and beautiful case already for the S24+. Then he started trying to convince me that my S24+ would fit the S25+. I told him no, it does not. I had already checked with the maker of the case who had informed me it does not fit. While they are similar in size, they are not the same. I had also checked the sizes on Samsung's website to confirm this already. The employee continued to tell me that I was wrong and that all the S24+ cases do fit the S25+, and that the maker of the case was just lying to me to try to sell me a new case. Verizon lost a longtime customer with their horrible in store customer service. I'll be getting my new phone through at&t since their employee was 100% more friendly and helpful. I don't know if Verizon really has better coverage, but they certainly don't even know what customer service is. read more

Verizon - Proving the employee at Verizon lied to me - Mobile Phones Near Me - Lake Forest, California

So I very rarely post negative reviews, but I had a horrible experience today with Bryan. I went into the store with my daughter looking to upgrade three lines as Christmas presents. He immediately started talking about their promo for adding an additional line.... I had previously been in the store looking to upgrade this summer and was given the same pitch. I wound up walking out of the store at that time because they would not take no for an answer as far as adding a fourth unnecessary line... I immediately got the same pitch today from Bryan and he tried to shame me for not taking the additional unnecessary line because "why would I not want to save money on my bill", etc. I told him MULTIPLE times to please stop trying to sell me on an additional line that I did not need. He went into the back for about 15 minutes and came out with 2 plans... one that cost more than what I am paying now and another with that additional line!. I had to walk out of the store once again, and will never go back. I went to my Verizon app and upgraded all three phones for much less than what he quoted me and did not sign up for an additional line. read more

I went to the El Toro store just before Thanksgiving with the "Free iPhone" offer for a returning customer. I had Verizon many years before leaving for AT&T but no real negative experiences. Bryan helped me, was very nice, got ahold of AT&T to switch my number to Verizon, last minute I asked what an Apple Watch would cost me. Answer: nothing. I admit being overwhelmed with too much information, left the store with a new phone and watch. Bryan knew I had already purchased another Apple Watch from Best Buy, added it to the account. What I later learned was the that line remained with AT&T while assumed it had been disconnected when he called them. A month or so later I got a bill from AT&T for the watch line, they refused to cancel the bill as a mistake, whether Verizon or AT&T, while I was billed for that watch line by both providers. The new Apple iPhone 17 was a disaster from the beginning, won't go into all of it but it has been a disaster. Insert husband having hip replacement surgery NYEve and I was so busy getting ready for that and failed to investigate the $288 initial Verizon bill. I thought I'd get down to the store but ran out of time, forgot it, Verizon cut service without even a text warning. Ok, my fault. I called and paid the bill without asking about the $288 charges. Then I learned about the AT&T bill. Then I learned my bank paid that bill even though I had deleted the payee. I got that cleared up last week, BofA refunded the charge. AT&T sent another bill for $66. This isn't quite Saturday Night Live but I admit there is some bizarre humor in all this. AT&T credited $50 for goodwill. When I got the next Verizon bill, I realized what an optimistic idiot I was when I met Bryan and left the store so happy. Holy cow. Free? How stupid am I? Well, not usually, but certainly in this case. Are you up for more of this saga? Figured out the 17 phone was disconnecting my hearing aids if too many apps were open. Gotta get rid of that phone. Went to the Verizon store Jan 12, George listened to my story of unplanned surgery for husband, time demands, etc, did something on his computer and allowed us to proceed with the return process for the phone and watch. However, I didn't have the iPhone 12 with me to switch back information to it, agreed to return the next day; returned the next day to Verizon's worst nightmare, whatever happened yesterday that shut down many Verizon's lines throughout the country. Today I went to the store again, third day in a row, took a basket of boxes to go to UPS, passwords, copies of bills, but guess what? I forgot my driver's license. The man who was listening to me said he had to see the license. I am exhausted, frustrated, can't believe that after I had everything cleared two days earlier he was now insisting I have a driver's license which meant I had to go home and return, again. I became angry. He became angry, walked away, told me to have a nice day. I asked his name, he refused. I took his picture. I'd like to have him fired. Verizon, you can do better, much better. So here I am, home with all the blankety blank stuff still in the car, called a woman who I will pay $50 an hour to handle from here on as I am simply undone. As soon as I can I am moving my service somewhere else. I am shocked at how upset I am, embarrassed that I became angry and basically thrown out of the store. This whole thing is a first world problem, after all, and I believe if I weren't simply so exhausted taking care of husband I would have behaved differently. I wonder how to explain the disdain and lack of courtesy of the nameless employee. Conclusion: avoid Verizon. read more

Really poor customer service And they lies just for selling They charge me double every month read more

Ugh. Horrible. I came into this location looking for a landline to add to my already existing plan, which already has an apple watch, and two other iPhones already on it. I just needed a basic landline. I was approached by a friendly manager named Josie who got me seen immediately. However I was not greeted as friendly by the sales rep who approached me and conveniently who was not wearing a name tag. I'm assuming it's because he already knew I just needed a landline. I explained what I needed and the reasons behind it. I was told by this sales rep, that landlines plans "did not exist and I needed to get an iphone which could act as a landline". Also that it would be "way cheaper" to do it that way instead. He proceeded to sell me a new iPhone, which turned out to be around $80 additional monthly to my existing plan, I was upset and called a family member to talk to this representative. Once my family member questioned him He handed my phone back to me and left me at the table so he could go to his manager, Josie where he vented about me and didn't look over at me to see if I needed him back. I sat there for a few minutes in disbelief, waiting for him to return, which he never did so I finally walked up to him with Josie and told them both that I am going to take my business elsewhere because he told me it's not possible to get a landline without getting an iPhone and I didn't need another iPhone. Josie then told me that was not true I didn't need to get another iPhone and they do offer landlines, explain to me it was a box they offer that you plug a phone into and that it would only be about $20 a month for one. I told her in front of this employee that's what I needed and he did not present me with this option that he said I needed an iphone. She then said yes, we do offer that and said she would go find me what I needed in the back and asked me to sit back down unfortunately with this same sales rep while she got my equipment. After this happened, this man who was trying to upsell me knew he was called out for lying to me. He was super shady and wouldn't even make eye contact. Unfortunately, I ended up being stuck with him to finish the transaction which was super awkward. When the manager came over to the table and handed me my new box for my landline, he didn't ask if I needed anything else he just sat there so I started to walk away and realized I didn't even have my new phone number or receipt. When I asked him for my new phone number and a receipt, he said "oh you'll get an email with it but hold on I'll print you a receipt" and retreated to the back where he disappeared and never came back. While waiting, I then asked to speak with Josie and started explaining what a horrible experience that was, how unprofessional he was being and that I could tell he just wanted to make a sale and his commission for the day and could tell he was upset and acted very shady. She was very apologetic about the situation and she got me my receipt and explained how to install the box and also finished by saying if I needed any help I could ask to speak with her directly. As I left there still No sign of that male employee. I don't know this male sales persons name as he never gave it to me, but he was a much larger man in his 20s or 30s possibly mixed white Hispanic/Latino. I am so upset by this experience. I've been a long-term customer of Verizon and actually called in to their customer support right afterwards and reported the incident and they were very apologetic and said they would escalate this immediately. I have a sales background of almost 20 years and hardly ever give negative reviews, but I felt compelled to warn whoever goes into the store. Be careful because the impression I was left with is that the sales reps here are really trying to upsell you and make their quota or commission for the day. What a horrible experience that left me truly upset. I will be continuing to be a Verizon customer because of the customer service I got from the store manager and also the person on the phone at Verizon, who was also helping me after this horrible experience. I am looking forward to hearing back from Verizon. Hopefully, Corporate can help train their sales reps to be more professional and even greet themselves and look at a person as an actual person and listen to their needs instead of just a sale for the day. In the future, I will be calling Verizon directly to deal with them versus going into a store. Ps- never got an email with my new number or receipt. Glad I asked for it. read more

I was working with Felipe on a fairly complex transaction. He gave me a phone number to reach out to him and schedule a follow-up once my new phone came in the mail. Once the phone came I realized it was the wrong size. I texted him to schedule a follow up and he completely ghosted me. I went into the store and the employee was unable to help because of the complex switch we had done. Now I'm stuck with a phone that is too big and no one seemed to care to help me out or make sure the fix got corrected. I'm getting a little tired of the sales pitch and marketing without the follow up service at seemingly all Verizon locations. I expected better from this employee and he did not follow through, definitely left me hanging. read more

I couldn't understand why there were five people working when I came in. After being there for over an hour an 10 minutes, I now understand completely. It takes forever to get anything done. Everything started out fine. I came in to return an iPad and to reactivate another one. This should have been a fairly straightforward process. What I didn't appreciate: - the associate upgraded my plan from the regular plan to the premium plan without consulting me. He then had to go away to the computer in the back and downgrade it. Don't upgrade without customer authorization. - when he did get the new device enabled, he put damage protection on it. I asked if I had to have it, and he said it comes default with every activation. That isn't true. None of my other three iPads had it as a default. Also, the text message I received from Verizon said "You requested that we add line device protection to 1 lines." Umm. NO. I didn't request it. Your sales associate PUT it on there -- again without my consent. Then, needless to say, we had to go and disable it, too. I felt like the sales associate was trying to scam me at this point. If my husband were here dealing with this, would he have done it to him? Was this because I was a woman? On top of all these issues, their connection was down... so I couldn't get a receipt. (That was a majority of the hold up.) I wouldn't have been bothered, but it took me sitting there for 20 minutes and having to ask the female associate (who wasn't helping me, who was with other guests) to find out what was going on. The gentleman who was helping me was non communicative. Not sure I'd go back to this location. It was painful. Do not go if you have any desire to do anything else with your afternoon. It shouldn't take over an hour. (Note: I was there at opening time; there was one other customer when I arrived with five associates working.) Painful. 2023: 29/100 read more

Thank you for helping me with my crazy problems! You guys had a lot of patience! Holly read more

customer service employee completely unprofessional, unfamiliar with the details of warranties , poor presence and disrespect. Uninterested in customer's opinion and concerns. Will never use this store. read more

I was sent here by the last Verizon store and told that only a corporate location like this one would be able to fix it. They were extremely busy but the manager Armando took the time to help me with my billing concerns. He explained my bill and offered multiple ways that I could reduce it going forward. He even spoke to customer service to help disconnect a device I wasn't using. Never going back to a non company owned store again. read more

Damani helped me out when I walked in here. It's rare nowadays to get really good customer service. Damani went above and beyond to help me out. Super knowledgeable and I really hope his manager or someone higher up sees the quality of service this gentleman brings to a normal brick and mortar Verizon location. This guy should be a manager. The way he carries himself and his character speak for themselves. It's nice when you're being sold something that you feel like you can trust the other person, Damani created this in my experience with him at Verizon. Thanks to Damani! read more

The Lake Forest location is on El Toro Road. Customer service is disrespectful to its customers. I was mistreated and felt discriminated against as a person, especially when the acting manager, Armondo, stated that his store manager is a girl and she is not a good manager. She does not care because she is not part of the transaction. The acting manager would not give me the store manager's name. Armando stated, saying unprofessional insults about his store manager. I was shocked at what he said about her. I have the contact information of the corporate manager's HR director, Samantha Hammack, Vice President of HR for Verizon. I want to mention the discrimination the employee said about their store manager, and how I was treated with the same disrespect. Anyway, I would like to talk to the store manager and let her know about my negative experience as a woman and how I was treated as a woman. The issue is larger than I want to write down because I would rather professionally communicate the problem on the phone or in person. If you're a woman and in need of assistance with an existing issue, or want to make a purchase, do NOT go to this store; the discrimination was unbearable and made me feel distressed. read more

Verizon Lake Forest CA Excellent service provided by service rep George. I had upgrade my iPhone 8 to iPhone 16. I had to return my old phone and George made the process very easy. Thank you for providing your assistance. G Wait read more

Had an issue with a previous purchase at another store and these guys fixed it same day. Thank you Armando and Damani

Worst customer service, charges without my authorization. Please be aware that the actual store location can not handle issues and the customer service line is outsourced. As a veteran I always depended on customer service to assist with getting things in line, however this is the worst I have ever experienced. A customer service representative even laughed at me on the phone while I was sitting in the back of a corporate store! When I requested the phone call that they state is recorded she said only a lawyer can do that read your agreement. It was more than poor it was hurtful and less than human. I can't believe how horrible I can feel walking out of a store, they only care about signing a new customer. ---edited 10/21/24 I see Verizon responded that they are concerned, please Verizon call me 314-440-1520, I'll edit this post if I receive a phone call to talk about the matter...highly doubt it as I have been promised a callback 4 other times when I call customer service. read more

Great service, they set up several lines and we're really helpful and I'm very grateful for their service

After a very frustrating time trying to add a upgraded phone to our plan . Along with automated help making the situation even worse, we had no choice but to go to the Verizon store. We had beyond excellent help from Austin . He was very patient and knowledgeable in fixing the cluster that had been created. Huge thank you to Austin for real customer service. read more

Worst ever experience with verison el toro. Stole my phone!!! Billing has not been right since day one and the manager knows about it and says there is nothing she can do!!! If you deal with Arisellia Chen she will get your acount so messed up and has no power to correct it!!!! If you are thinking of signing up with your business don't do it!!! They had and have had the wrong billing since day one!!! Now a year later keep trying to cancel my business line unless I pay the wrong billing amount. If you sign up with verison business account you may have your business line cancelled unless you pay the wrong amount!!!! Trust me they lie and stole my phone and almost ended my business by turning off my phone. Alahandra is a liar!!!! read more

I wish I could give zero stars. I came in with my mother to pick up our new phones that we had ordered through Verizon customer service online. Customer service had told us that we would need to turn in our preowned phones in an exchange, and that the store would handle the data transfer for free. We showed up to the store, and they were totally rude and seemed disinterested in helping us from the start. They told us that everything customer services says over the phone is wrong and that they wouldn't honor anything they said. If that's a known problem, why hasn't Verizon done anything about that? Such a waste of my time talking to these people. read more

Did not have a good experience here. Associate was not knowledgeable and another one rude. They also tried to charge a fee for a service I did not request. read more

Got a very rude associate. First associate that helped was fine. Although, every question I asked, he answered with uncertainty, like "... you should be able to" or "I'm sure they will let you". As an associate, they should really know the answers or at least find out with certainty. I then had to go back later to finish one of the processes. A new associate helped me and this one was very rude. He told me something about the process that the first associate failed to tell me that was important. And so I said they I was not told that, and he replied with "he doesn't have to tell you that". Overall so condescending. Don't come here if you want rude and incapable associates helping you. read more

Khalil was very helpful and knowledgeable on multiple issues and this not only included the phones but also current and future phones. He is friendly and dedicated to providing great service. read more