I have visited this store on several occasions. Once to purchase a new phone. The guy helping me wanted to rush through everything and smelled like a marijuana dispensary. He told me that once i was home/on a wi-fi connection my phone would complete the download and be working just like my old one. This was not the case. I spent 45m on the phone with Verizon trying to figure out how to make It work once i got home. Second, I went to make a return of an un-needed accessory from when I purchased my new phone. I mentioned to the guy when checking me in that i had a return, but no receipt would that be ok? He said they could look up my account. I waited 20m for the same guy to come help me and THEN proceeded to tell me if it was past 14 days that they can't accept returns!! Why didn't he mention that before i had to wait 20m?! Spare yourself the frustration of incompetent workers and terrible customer service and go elsewhere!! read more

I had a good experience here! Actually more like stellar thanks to Paul! I ordered my upgrade device online (a galaxy Note 9) and got the email when it was ready to be picked up- I was greeted right when I walked in (around 11:11am) was helped out by Paul (super nice guy!). I also asked where I could find the accessories for the phone (I mainly wanted a protective case) he was quick to direct me. My transaction was smooth and took about 16 minutes from start to finish. I wasn't being pushed to buy more than I needed and all my questions were addressed promptly. I would suggest this Verizon as I have been to many and I felt that I was given individual attention and not rushed in any way. I'm sorry to hear about all the negative reviews as I did bring this up to Paul and expressed concern, and I get it- I worked retail for many years and I understand the wants/needs of clients and how it can be difficult to please everyone. Thanks again for the quick transaction! I will be back for sure! read more

Amalgam and Brian were great, solved my problem quickly and efficiently. Thanks guys!!

I've been with Verizon since 1997 And I would give no stars but Al was helpful. I walked in today and was greeted by Al. I wanted to return an accessory and was told it was over the time limit to return (2 weeks) Al went to manger to see what he could do for me and I followed Al to where Omar, the manager, was behind the counter. ( mined you there were 4 other workers behind the counter watching a loud video game and commenting on it. Hard workers! ) As Omar looked and listened to Al, Omar spoke to Al about my credit coming to me. Omar didn't make eye contact to me, didn't give me his business card till I asked for it, and I had to also ask Omar for a specific month my credit would expire. I guess Omar you needed to get back to that video game? Horrible customer service from the Manager at this store Omar Hussein wasn't helpful. And now, I've been waiting on the phone with Verizon-30:00 plus minutes to talk to someone for help....wow. You try to call this store and you get the Verizon phone number that is not linked with this store. Or probably none of them. I remember back in the day when Verizon was reliable with Adults behind the Verizon counter and reps on the phone ready to help and loved their job. Because it showed! read more

I had yet another problem with my phone being overtaken by my PC,when plugged in. I took it to Jason and within 10min he had my problem diagnosed and fixed. My folders were back and life, as I know it, was good. Last time this happened, I'll took it in and an arrogant little shit made me feel like an idiot. Jason renewed my faith that arrogant little shit's are just that and a good, smart salesman will always win out. Thank you Jason read more

What a nice store! It was clean and well organized. I was particularly impressed with Shahram, my sales person. I had an extensive request by dropping my land line and porting two new iPhones from older phones. Shahram was so professional and knowledgeable about the products and process! I very much appreciated his patience and understanding in helping a senior citizen! Thank You, Shahram! Best regards, Margaret read more

Do not use the Allen guy. Does not know what he is doing!! They do not know wHat they ate doing when it comes to rebates!

The WORST SERVICE here!!!!!!! I went to this Verizon store on July 10th. My phone wasn't charging. It was the port connection. I bought a new phone the employee ASSURED me that I would be able to transfer all my info (contacts, photos, calendar etc.) After purchasing the phone. The only thing the employee was able to transfer was the contact info. All my photos, calendar info, text messages are GONE! All the employee was interested in was Selling me a phone! read more

I was shocked to find out the sales rep, Yesena, was hard selling me when I finally got my bill on my husband's e-mail!!! Every time I asked a price for the accessories, she would say, "it's a bundle deal"; "it's 30% off". I could never get a clear answer until everything was on and rung up. When I saw the 'on sale' watch strap was $60 I was shocked! The screen protectors I asked her about...'we do this for everyone' was $30!!!! What a rip-off!!!! And there were bubbles! We left the shop without the watch being paired and my new phone was never activated! We had to drive back down to the store to get it activated and to argue about the prices! What a sham! read more

I have been to this Verizon Store twice in the past six months and had the pleasure of working with Martin. He was so helpful on both occasions. He patiently worked with my husband to switch work phones and helped to explain what he needed to do to have his company's security parameters met. Martin is polite, efficient and makes you feel your Verizon patronage is important whether it's a large purchase or a small one. Definitely, a great representative for this company. read more

This place was worst than the DMV. We arrived to find several elderly people standing outside under an easy up. When asked they stated they had been waiting over an hour. There were no chairs outside no where to sit. I stuck my head head in the door to ask if there was formal waiting list to be placed on. Before I could ask an employee snapped at me told me to wait outside. I told him the least they could do was provide chairs for the elderly people. He ignored me. As this was taking place a women with an infant came up to the door stating she has been waiting on a curbside pick up for an hour. Even taking in to consideration inconvenience due to Covid this is the worst service I encountered anywhere since the pandemic. Total disregard for trying to make the customer feel welcome or comfortable is it really to much to ask for a chair!!!!!! read more

I agree to give this place 0 stars if possible ! I arrived at 5:30 and barely leaving at 7:02 for them to hand me a phone number and telling me to call. I'm sorry but what the actual Fuck.... I'm so over this Verizon !!! There's a reason why there customer service stars on here are low as shit. Even the sales rep told me to make a claim online and chances are the website itself would work so to give them a call ... honestly what a waste of time !! But sure when it's time to sell you a new phone how quick they are to take your money!!!!! read more

Recently had major problems and issues with my phone and since I am an Uber driver, I must have my phone for business. Stopped at El Toro store and was so lucky to get Ben Hashemi to help me. He is extremely professional as well as kind. He resolved all my problems and issues and never left my side for a moment. His help was outstanding and because of this I will always use this store for my cellphone needs. Once again I thank Ben. A great employee. read more

Their coverage is above average. Customer service, and customer service wait time is below average.

So I went here because I couldn't get a real person on the phone calling Verizon's 800 number. I walked in and the first thing they said to me was, where's your mask? I promptly secured a mask. Not even 2 minutes later the person helping me was touching my phone. I'm totally ok with that but he just asked me to put on a mask. Does he know that that phone has been in my hands, on my face as I use it to talk quite a bit as I get several business calls. Then just moments later while he's holding my phone he starts digging in his ear with his finger. Totally gross!!! Then just a few seconds later he's pulling on his mask, nose either readjusting or itching his nose. Now remember he's the one asking me to put on a mask yet he's taking wax or god knows what out of his ear and still holding my phone. I'm appalled at the stupidity of people today. Everyone is afraid of people not wearing masks yet they are touching anything and everything and then touching their mask. So this employee couldn't help me in the end and I had to call Verizon and wait on hold for 48 min. As I'm explaining my situation I get put on hold twice then ultimately we got disconnected. You'd think these employees would be smart enough to call me back. No luck with that, he was probably digging in one of his orfice's and hung up one me. So a few miles, almost an hour on hold and I'm still in the same predicament I was in earlier today. This is why I highly dislike Verizon. Wake up read more

Update: Reimbursed fee as a courtesy. Phone customer service is very good. There are some customer service agents that are great.

This place is about as bad as I can imagine a store can be operated. Only one person working here does the business accounts. Day 1, hes not available. Day 2, I send my wife in and he will not talk to her, only email me a quote. Day 3, haven't received the quote so I go in. He's in a meeting and unavailable, but he'll call me. A week later I'm writing this review because I forgot about it, having never received a call. The employee, Diz, might as well not do customer service at all. Guy was worthless. read more

My husband just went into the store with our new phones as we are new costumers and the service guy literally laughed at him. His name is Shahin and he told my husband that it is self explanatory and he can do it himself. My husband said I don't know how to transfer our phones that is why I am here for your help. He told him to call customer service and figure it out. My husband said that's why I am here for customer service help. He then yelled at my husband to call the number I am done talking to you! I am not sure what is going on but something is seriously wrong with this store. read more

I came to swap my phone due to a manufacturers defect. I was told to come in for further assistance. No one acknowledged me when I came in so I sat down and waited for someone to be available. An older gentleman comes in after me and the female employee stops and ask if he needs help and checks him in. OK so where was that when I came in or at least say sorry I'm busy someone will be with you shortly. Is it because I look young or Asian? I was already a little irritated and ask for their next closest location after checking in with her. I don't mind waiting to be helped after the gentleman but getting treated differently sucks. Left to go to the Laguna Niguel store. I didn't do anything different and was acknowledged and helped. I was done in 5 minutes. What a big difference. read more

Customer service at this store is trash. No one ever answers the phone. In store service is limited and orders take forever!

Worst experience EVER! Do not use Verizon in lake forest. AT&T has better coverage here. Worst customer service when trying to switch providers. I am still getting the run around 4 hours later! Completely insane. Do your homework and see what alternatives you have before making a decision. I wish I had read more

Update: This would have been the worst Verizon Wireless customer service experience I have ever experienced, but for, General Manager Gus. He saved what could have been a terrible situation and he corrected his associate's mistakes. Here's a bullet point of how badly his associate, Brian the Solutions Specialist, messed up my order regarding a new iphone 11 Pro and adding a line to my family plan: (1) Ships to wrong address; (2) Says he fixed his mistake and that the phone is now being routed to the correct address but refuses to provide written confirmation saying they don't provide that; (3) Turns out this was false, and General Manager Gus submitted a ticket with the address change; (4) The ticket was denied and then Gus resubmits the ticket and gets it approved like a champ!; (5) Turns out Brian never switched my plan to the better and cheaper Start Unlimited plan; and (6) Brian never connected my family member's existing phone to our family plan so he didn't have a working phone and we had to activate his old phone so that he can use it in the meantime. This whole situation was saved by General Manager Gus. He was so professional and now my family member is going to get his product. Javier the Manager also agreed to help us out on another issue. So thankful for Gus and Javier. I'm going to go back and get some more phones from them but no more Brian, seriously, he's not ready. Also, thankful for the Verizon chat representative and customer service representative helping me connect the old phone and update my family plan. read more

Unbelieveable. My wife's phone finally died last week and I went to this Verizon to get her a new phone. We've been customers since Verizon started and have usually gotten good deals on phones. Of course, when I went in, there was no deal at all. But, the wife needed a phone, so I gritted my teeth and bought the phone full price. The next day, I saw the new ads from several places offering deals on the very phone I bought. I went back to this store to talk to them about what I could do, and while I was talking to one of the ladies, this guy, Toby, jumps down my throat. He starts talking a mile a minute, about how they can't do anything about what other companies offer; how, if I want to pull up every offer out there, that they can go over each deal in detail about how they can't do anything about it; how, if I decide to buy a phone from another company, that verizon can't do anything for me if it breaks, on and on and on, finally, he ends with "And if you want to return it, you have 14 days and it'll cost you 35$" I have given this company thousands of dollars in the past 15 years, and I just wanted to have a discussion about my options, not stonewalled into storming out of the store. read more

I've stopped by this Verizon a couple of times trying to switch back! I don't know why I ever left Verizon! Big mistake! Anyways! I talked to Quinn and he was so patient with my situation! I felt so bad after hours of going back and forth trying to figure what's the best way to go about the transfer! He was able to get me switched back and helped with all my setup questions and paperwork! He's truly the best! I will for sure send my family to him when they are ready to come back to the good side! read more

I've been to this Verizon location 3 times, 2 of which I left fuming after being helped by sales people that were disrespectful, condescending and shady. The most recent time occurred right in front of the manager, and he did nothing but laugh it off when I explained to him how outraged I was at how his employee just talked to me. I was genuinely left in disbelief with the way they let their sales people talk to customers. I will never return to this location and will encourage everyone I know to drive the extra distance to a different location so as to not enable the condescending culture that is apparently pervasive throughout this store. Believe me, go elsewhere. read more

Worse customer service. Every time I go there for service, agents aren't friendly or helpful. Uninviting.

Went in for something incredibly simple and one of the workers named Geneva(sp) made me feel so unwelcome by her condescending attitude I had to drive to another Verizon location for someone to help transfer my information from my old to new phone. She made it my worst customer service experience I have ever had. I came in for basic carrier help, not to be belittled and turned away by an employee. I Ended up going to the Verizon at Alicia and pacific parkway and the employees there not only did their job but they did so in a welcoming and caring read more

Wow, Brian is very knowledgeable, answered my questions precisely. I ordered a MiFi and he explained many options including international usage. Also, he explained to me easy steps to repair my phone. Thanks for an excellent customer service! read more

Awful service! Unfriendly people. Staff member by name Anyssa was insulting. They claimed that phone data will not be transferred to my new phone. Ended up not purchasing anything in that location and almost cancelled Verizon after 20 years with them. Good that I went to a different location (in Best Buy). They transferred all my old phone data to new phone. El Toro Verizon should be closed or retrained. read more

Had such a terrible experience here. We purchased a phone online to do same day pick up. We came the following day and when we got there the sales consultant was rude and arrogant. He was more concerned with his masculinity than actually assisting my father and I. As someone who works in customer service I am well aware that some situations are out of our hands. However, this "solutions expert" was mean and aggressive with my father, and provided no solutions nor did he seem to care about our service as loyal customers. I highly recommend NOT buying a phone through Verizon right now because they are a mess and their employees do not show to care about their customers. Do better Verizon. read more

My cell phone decided to go crazy on me...crazy like decide not work right. At times like these, I realize how dependent I am on technology, even though I'd normally be the first to say I don't need my cell phone...well, I do...really I do. I bought my cellie in August of 2008...signed a 2 year contract...then was smart enough to get insurance on my cell phone because I'm the retard that is ALWAYS dropping their cell every time it's out...and I broke my previous cell phone by dropping it too much. All is going well with my phone for a little over a year...then bam, Sunday night the front screen decides it doesn't want to work. It's just black...and the buttons on the front don't work either. I have one of those fancy phones that I can flip it open to the inside screen (which still works) and I have a full keypad for texting too. Love it!! But, I can't function on a 100% level when the front screen and keys don't work...so closest Verizon store, here I come.... Walked in at 10:30am on a Monday. Store was empty...and was greeted right away with a "hello....what can I help you with today?" Love it!!! I explained my problem to the employee...and they checked out my phone...and said "yup, you need a new one". So they looked on my info online....said they don't have the same model phone in the store, they have to order it online and have it shipped to my house and it'll be there in 2 days (by Wednesday I hope). Then I have to come back into the store and have the new phone activated and it's a done deal. Love it!!! I was in and out of the store in 10 minutes. The people that work in the store are fast, efficient, kind and know what they're talking about. Loving it.... Visit this store if you're having any probs with your verizon phone, or want to switch to verizon!!! read more

If you can: MAKE AN APPOINTMENT!!!!! I walked into this store to upgrade my phone at about 2:30pm but suddenly had a change of plans and had to leave. Before leaving, the kind receptionist guy (gosh I'm sorry I wish I could remember his name... started with a K maybe?) suggested I make an appointment since I was planning to return later anyway. He did, handed me my appointment confirmation number and I was on my merry way. I did return at the aforementioned appointment time, sans confirmation number (because let's face it I'm a toolio and I lost the paper). I checked in and was right away assisted by James the manager. I shot straight to the front of the looooong line because of that appointment. James was a straight shooter, answered all my questions, did his sales pitch thing on accessories (which totally worked, not only because I need this stuff but also because he's cute... LOL sorry honey), and got me outta there with my new phone in less than 45 minutes (I have a lot of contacts). Verizon may be pricier than other carriers but I have NEVER had an issue with them or their service. I get reception where others do not, and I love their selection of phones. (I went from Droid 3 to Droid Razr). And this store is no exception to the awesomeness. Thanks for taking care of me James!!! read more

We have been a long time Verizon supporter family of 6 all with phones. We took one of the phones into apple to look at a dying battery and apple tells us they couldn't open device due to third party display being glued down. In essence Verizon sold us a new phone that was not new but refurbished. While they were professional the store said no way it could happen. But it did. They provided original receipt. read more

Horrible experience! I had my phone stolen the night before so I came in to get a new one. My dad let me use his New Every Two upgrade because he was still fine with his old phone and so I could a new smartphone without paying full price. The lady helping me the first time was Sarah. She had a few technical problems with her tablet but everything seemed to be going just fine. I got my new phone within 30 minutes and I was on my way. But a few hours later, I realized I wasn't receiving calls. I made a few test calls on it so I knew it wasn't a network problem. After a little researching into my phone's settings, I found that Sarah had programmed the phone with my dad's number instead of mine. Annoyed, I drove back to the store to get it sorted out. This time, a girl named Rhio helped me. She was pleasant and quickly reprogrammed the phone with my number. She told me I had to dial *288 and choose option 1 on my dads's phone to reactive it. (Since it was deactivated when his number was put into my iPhone). She tore a little piece from the corner of her notepad with the directions and handed it to me. I went home and luckily, my dad was home as well. I tried to reactivate his phone but the number I dialed didn't work. So I drove back to Verizon for a THIRD time. This time I met with one their managers, who dismissively told me that the number I had was wrong, it was #228, and not #288. WTF. He then blamed me for the inconvenience, saying that I probably heard it wrong and then wrote down the incorrect number. Let me reiterate, I didn't write down anything; it was the girl who was helping me who wrote down the number and gave it to me. For a business that prides itself on customer satisfaction, this place is unbelievable. I'm never coming back here again. read more

I hate the Verizon stores but this is an outstanding exception. Helped me out with my needs, made suggestions that actually SAVED me $25/mos on overseas calling. Incredibly patient, helpful and friendly rep. read more

Yes for sure this store has the worst customer service Queen sold me the wrong iPhone at the end of the night , and he insisted not to open it at the store , so when I took it home I realized that it was the wrong iPhone and now they charged me re-stocking fee which it was the salesperson , the Queen fault and it should be taken from him not me. So when we called the manager he was so rude and zero customer service knowledge didn't help at all. And they never responded back to my review read more

I came here expecting the worst after reading the reviews but I had to get my new DOA phone replaced. I got in there about 10:15am on a Saturday and the greeter quoted me an accurate 5 min wait. I'm glad I went when I did because it got pretty busy soon after I got helped. The guy I got, Shayne, was really good without being in your face with sales. I was already looking for some specific kinds of accessories and he brought out some options for me to check out while doing the exchange. He also helped me get a discount due to my employer which I had only the slightest clue about. As for the appointment thing, it seems like it would be a good idea if you can't get there close to when they open. read more

Great/clean store with friendly knowledgeable staff... Visited this store on a Sunday afternoon carrying in my husband's mangled SIM card (he left his old phone on top of his car and drove away...the SIM card was pretty much all that was left of it!). Not too many customers at that time. My daughter and I were greeted right away by the manager and after hearing why we came, he assigned us Antonio. This guy was highly knowledgeable about their products and even suggested a less costly option than the one we were considering due to our needs! What? No up selling??? He was upfront with the charges and made sure we were completely satisfied. Unfortunately, the SIM card was too damaged to get anything, but my husband now has a new IPhone...albeit with lots of insurance and a nearly indestructible case! read more

If you want salespeople who can't answer questions as simple as: "Do you have a car charger with USB ports," come here and you won't be disappointed! Pathetic selection, will repeatedly try to upsell you when they don't even carry what you're looking for. read more

I worked with Gus and he was super attentive. Spent a lot of time on Black Friday. The absolute best service I have had from Verizon. Thank you Gus. read more