Let me make it clear from the outset that this review is for the PEOPLE at this Verizon store (Jasmine in particular), not Verizon itself. Verizon's policies and procedures are cumbersome, confusing, and difficult to navigate, which is why you need someone who really cares about customer service helping you. My internet gateway stopped working and needed to be replaced. My wife works from home and was at a critical point in the project she is on, so we needed to get a working unit right away (going in to her company's office was not an option - it's on the other side of the country). Luckily, I live within a couple of miles of a Verizon store, so I took the gateway in to swap it for a working one. Unluckily, Verizon insists on shipping a new gateway, "in 2-3 business days" for reasons I can't comprehend, even though they have them right there in the store. I was very fortunate to be assisted by Jasmine, who, after speaking to an unhelpful support rep on the phone, refused to give up until she was able to help me get what I needed. It took considerable time and effort on her part, but she is one of those rare people who are actually committed to customer satisfaction. It is no exaggeration to say that she saved Verizon a customer; I was literally on my phone pricing Cox internet plans (there is a Cox store in the same shopping center) while I was waiting to see if I was going to be able to get a new gateway. In the end I left the store with a new working device, and was able to get back online, all thanks to the persistence and helpfulness of Jasmine. Thanks! read more

They have no customer service. They lost 2 iPads I returned. I am reporting them to the Better Business Bureau.

Definitely some kind of car salesman vibe? Went trying to take advantage of the promotion But they tried to sell me everything but the promotion Took three hours on the phone to get my money back Should have never left t mobile Things however are good now after 3 hours on the phone read more

Absolutely the rudest people I have had to deal with. The Assistant Manager, Armando, is incredibly rude. He has no business interacting with the general public let alone being in customer service or relations. An aspiring Manager should know how to reduce conflict. He just kept instigating it! This guy just kept cutting me off and would not allow me to talk. Then, through phsychological projection kept telling me I was cutting him off. Basically, I have been a customer for years and just cannot get service in my area and I was only trying to find out why or how it could be fixed. I asked him if we could look at the coverage Map together and he refused! He said it will show covererage. He then said I was rude and kicked me out of the store...A customer who was just trying to get help. I found out the location on El Torro is a real Verizon store. I ended up getting help from a Verizon Rep store in Mission Viejo...They ordered a network booster for me and really helped me resolve my issue. Armando just thinks about sales. It was obvious he was under the impression I was not going to buy another phone so he just wanted me out of the store. Verizon please fire this guy. He makes you look bad. He is beyond getting re-trained and should not be interacting with the general public. read more

They helped my mother (78 years old and hates anything tech related) -with setting up new service and 2 lines while I was way on a business trip. She left there overjoyed with her new set up and It saved us a night of family fighting. read more

I was ery impressed with the customer service I received from this Verizon store. When i walked in a friendly employee greeted me, asked me what the reason was for my visit and then put me on a wait list with a projected wait time that was true to form. Ariba(sp?) Was very helpful and patient with answering my questions on phone replacement and showing me how the new phone worked and how to transfer my data. Also when I had a follow up issue and had to visit the next day Charon(sp?) Was able to help me troubleshoot it. I would definitely recommend this location for the higg quality of customer service and for a full list of restaurants to dine in and stores r9 visit at the Orchard should you have to wait a few hours for your Verizon device to get fixed. read more

Horrible service, very little product available. Representative does not have knowledge of products. I wanted to pay cash for an Apple 14 plus and an I-watch. read more

I went to the verizon store on El Toro in Lake Forest, CA. I bought a new phone & 3 year contract & traded in my old iphone. I immediately went home & set up the phone. The phone is defective, not all the apps work. I went back to the store. I talked to the same sales person. They refused to take the phone back & they refused to return my old phone that I gave them less than 2 hours ago. I am filing a police report. read more

I went in today trying to get a quote on a phone and they didn't even bother to help me until I approached a worker. I'm not sure if they're racist but they were willing to help someone else who wasn't Hispanic. It was very rude that they kept ignoring us. read more

They can't do anything but really sell you a phone. If there is a problem they put you on the phone with tech support IN THE STORE for 2 hrs. Shouldn't they fix their products for you??? And still nothing got done. read more

Gus was so extremely helpful today. I had contacted Customer service via chat to help me get a replacement cable for my sons Gizmo phone. It wasn't charging. The chat service sent me to the corporate store and sent me a link to setup my appt. First appt was 3 days away. This whole time we are not able to use my sons watch phone. I go to this store snd they told me they don't cover warranty service and it has to be done online. I was surprised and shocked. I was immediately logging into customer service to get clarification but it was a 5 minute wait. Rather than make me sit and wait to talk to customer service, Gus helped me out and took care of it for me. Thank you! He saved the day! read more

Verizon - Store front - Mobile Phones Near Me - Lake Forest, California

Customer service is worthless, they take all your information and then transfer you 2-3-4 x. I've been trying to port a new number into them and 3 weeks later it still not done. read more

Five stars for Felipe! The store is typical Verizon , so there's nothing noteworthy about the retail experience . One goes to the Verizon store to typically get a new phone and have someone else do the " heavy lifting." Felipe is my guy and he should be your guy too! He is super efficient and friendly. He's your tech buddy that gets you up and running on the latest tech gadgets. He listens and provides you with the products and services you need. No needless upselling/upgrades. Total gem of a human. Definitely check him out when it's time to upgrade. Felipe makes it as painless as possible!! read more

If I could give a -10 score I would! The customer service at this store is horrendous at best!! They can't provide a straight forward answer. Being they work on commission, it seems as though that's all they care about. If they get a sense that they won't be able to upgrade you or make a commission then they won't give you the time of day & will blow you off! While I was in the store today, a Verizon customer of 25yrs was unhinged at their service & made it clear he was switching to T-Mobile. The customer then explained to me how amazing T-Mobiles service already is!!! I'm switching today!!!!! read more

Liars, only spit policy and cannot help you in any way. Josh, current manager is insulting, dismissive, disrespectful and plainly just a jerk. He does not see you as a person and has no consideration or desire to help. He just wants his sales and that's that. Do not go here if you are looking for anyone to help you. They will pass you around and make you repeat yourself multiple times just get nowhere. Complete waste of time and energy. read more

I would rather have a colonoscopy than visit a Verizon store. After waiting over an hour to get a new phone they tell me mine has a warranty. They give me a booklet and tell me to call. Call where? Bunch of legalese state by state in the booklet. No number for service. I just want to replace my phone but apparently that's not an option at this store. Extremely frustrated. I would ditch Verizon completely except they seem to have the best cellular coverage. read more

Do not buy your screen protectors here. They sell shoddy product, high prices, tell you to fill out a warranty online, then the company that's supposed to replace it refuses and so does the store. It's like amateur night at the follies. Expensive lesson learned. If you are a Geek Squad member take your business there. Better product, guaranteed customer service. Adios Verizon! adios! read more

Josh, the manager at this store, basically saved the day when my mom's phone was hacked. Long story short, the online Verizon rep, knowing she had been hacked, unenrolled her from their services, making her phone unusable! We were on my phone for hours, redirected, sent to the Fraud dept., sent back to Customer Support, then directed to the local store, who in turn directed us to the corporate store. This took almost ALL DAY! AT the corporate store, Josh cleaned her phone, took care of the details, explained the pertinent to us, and reactivated her phone. After spending hours being rerouted and completely frustrated, this was really awesome. The staff was nice and thorough as well. Thanks, Josh! read more

Switching from AT&T internet to Verizon LTE Home Internet is saving us $117.00 a month. That is HUGE. As retirees on pensions and a fixed income Verizon is helping to give us some relief in this crazy economy. Ordered, picked up the new Router on the same day. An employee at this store assisted us with the locker pick up without us even asking for it. Thank you!! Verizon is "kicking it" and we are spreading the word. read more

The manager or someone responded to my review and said they would look into it. Hahaha it's been over three weeks and no response. Great customer service read more

I live in San Diego but when there to give new phones to my parents, because we had planned to switch from T-Mobile. As a result huge mistake! I should have bought in San Diego or stayed with T-Mobile. They were kind and promising to help until I bought 2 expensive devices, but after that NOTHING. I had several issues with them like, they gave me a different number or trade in, but they are not answering me from their cell that they promised to do. And now they are saying I might not get promo for trade in ($1,600) They are lacking customer service! You can choose Verizon but believe me don't go there! read more

My husband and I recently went to this store and bought two new cell phones. We had THE best experience with Jasmine, one of the sales people. She was delightful, knowledgeable, professional and we were so happy that she was helping us! She listened to our concerns, she gave us great help and information about the phones we purchased, she helped me set up my phone (my husband's phone had to be ordered) , and she had such a very winning manner about her and we couldn't have been happier. We also had a great experience with her manager, Eric, when we had to return to the store to complete our purchase and the transfer of data for my husband's phone. Eric also really knew his stuff and was diligent, focused and so helpful! The entire atmosphere of the store was welcoming and positive. We traveled from Irvine to go to this store and are so glad that we did!! read more

My husband and I visited this Verizon location on a Thursday night. Adewunmi greeted us and said he could help us right away. (We had previously tried to go to an authorized retailer and did not receive a warm welcome) We needed to get my husband a new phone and added onto my plan, as well as a new phone for myself. Adewunmi was so helpful, and made the process extremely easy and quick (not usually the case when trying to get a new phone!). It was the smoothest transaction we've ever gone through at a Verizon, and we really appreciated his speed and thoroughness. He was so friendly and even showed us a few tips and tricks for our new phones. A few days later, my husband had an issue with AT&T not transferring his number properly, so he went back. Adewunmi recognized him right away and immediately helped him solve the issue and sent him on his way. We will be sure to visit this location and ask for Adewunmi anytime we need help!! read more

This store is horrible.!! Nobody greets when you walk in, not even a " I'll be right with you" or "can we sign you in?" 3 advisors helping customers,.. I get it .. staff is short. But I expected a bit more... Guys comes out, asks why I'm there, explain my issue.. takes my phone pushes a button, says there, its fine.. As if I'm an idiot.. I have other issues on my phone ,but I told him "you seem to busy to help me, I'll go elsewhere" he just walked away... I'm Never coming back here . And please don't go into this store, they just need to close ... Less hours open or obviously get more people.!! read more

Abtin was so nice, patient and accommodating!! He looked up all the different ways we might benefit from bundling or with current promotions. It made the buying process very easy! Appreciated his honesty as well. read more

I've been trying to give them $800 for a new phone and apparently they hate money. The phone number to the store only goes to an automated customer service machine that spits out templates questions and is useless. Just take my money, throw a phone at me, and let's call it a good day. What is wrong with your company?!? read more

I went in looking to trade in my iphone with my mom and our experience wasn't bad but it wasn't necessarily good. To start off my mom made an appointment with one associate, but the appointment was moved to a later time with a different person without her being informed. The associate who helped us was polite and the waiting time wasn't too bad, but when it came to the price breakdown she didn't explain it as well as we would've liked. The only option we were shown for a trade in required adding a new line with an additional plan on top of the existing plan we already had to pay for. We didn't know why we had to have the new special plan nor did we know that it adds onto the plan we already had until my mom was wondering why the cost of our plan was also included in the price breakdown paper she showed us. Thankfully my mom did the calculations herself and saw that it would be much more expensive overall in comparison to just buying the phone. To be fair we didn't do research ahead of time about the deals regarding the iphone 15 pro and trade in, but it should've been made clear that it was the deal for that time/specific phone and not the only option we had. It wasn't until my mom calculated everything and said she thinks it's cheaper to not accept the offer that the associate said we could do that and buy the phone online. It wasn't like she didn't explain anything at all but she wasn't very straightforward about exactly what we would be buying into. She just kept reiterating that the offer would be the "best deal to get the full trade in". I understand that my mom takes more time to process the details of larger purchases and that she asks a lot of questions, but it's a lot of money in the end and it felt like that deal was the only option. Honestly, from the start it didn't really seem like the associate was very happy to help us and I could tell that she didn't like when my mom started calculating and asking questions. Maybe we just didn't like her attitude that much and seeing that she was getting impatient when it was only mid day made us not want to speak with her anymore. I've worked in retail with awful customers before so I can understand to an extent, but we weren't being rude at all. I'm guessing the associates are being pushed to get people to accept the offer whether or not they explain the details and also they need commission so I'm not too upset, but we definitely found better help elsewhere. If you go to this location just make sure to be careful and really read and understand the offer that they give you! I've seen people in reviews say they were given an upgrade without knowing and I now can see how that would happen. I'm hoping that the associate just had a bad day and they're not all like that. read more

This store has good employees, however the actual structure Verizon provides is horrible. Gift cards provided to sign up. Gift cards were voided upon initial meet at store. Verizon company was very hard and took over a month to honor initial agreement. Cons: customer service is lacking in some areas. I don't want to drop dimes, but some of the managers need to understand when a company takes a patrons money they (manager) needs to go to every length to ensure the initial deal is adhered to. Sometimes the customer is simply an asshole. Sometimes the company needs to do what is right. One of the managers refused to put me in contact with someone above him/her to fix the problem. Pros: Gus!! He should be promoted and promoted again. He gets customer service. Perhaps he's been on the other end a few times in his life and knows when he sees someone getting screwed over. He did the right thing. Overall: Verizon needs better ways to fix problems. They are putting too much pressure on line level employees and managers to fix problems the conglomerate creates. If you have a serious problem get with Gus. And if Mr. or Mrs. Verizon is reading this promote that man. read more

Today, I had an appointment with the Lake Forest Verizon store for a new phone. Unfortunately, in my 68 years, I've never been treated so rudely by a customer specialist. Mr. Adewunmi was assigned to me. From the beginning, he lacked any kind of professionalism. He truly has NO business being in the field of customer service. He acted as though as I was putting him out for asking about the different Apple 15 phones. He even left me for another customer before finishing with me. I actually drove home crying out of complete frustration. Never again would I consider buying another product from the Verizon store. read more

Terrible Terrible customer service! Spoke with Rep Ariba S and Brian the store manager! They were rude, didn't know Verizon policies , they were not helpful and even when they had only one other option, they didn't know how to help me with it, told me to call customer service if I needed further assistance on how to figure it out. I do not recommend this store and wouldn't come here if you are looking for assistance. But I did call customer service to get my questions answered and filed a complaint against this store and they verified that there should have been more ways this store could have helped me, but they didn't. Beware this store is not up to date on Verizon policies and even if they have an option and you ask them to help you with it, they don't know how to do anything. They gave me false information, they were rude, they tried to make me believe that there was no other way they could help me with my situation, when in fact there was, and worst of all the one thing they were able to do for me, they didn't even remember to give me a receipt for my records. read more

The person working here is very rude and feels entitled. You work at a Verizon store, your primary goal should be service and helpfulness not being rude and saying little unnecessary things to act like your smarter than others. As a grown adult if you don't like helping others or giving service, find another job. No need to run your negative attitude on others read more

This review is specifically for the specialist, Joey Vega. He clearly explained my new plan. Verizon recently added a service which I did not authorize. Joey listened to my grievance on this issue and empathized with my frustrations. He was not able to resolve my issue however Joey did everything within in his abilities to help. Professional, knowledgeable and approachable! read more

I have an I Phone 11 pro & after experiencing major issues & dealing with Apple technical support for over an hour, I went to the place where I bought it. Eduardo Mendoza was so professional & knowledgeable- he helped me with my issues. This is one more reason I switched from AT&T. read more

After being with a provider (three letters, begins with A & ends with T) for over 15 years and needing a new phone, I decided to come here to see my other options. I wanted to make the move to Verizon and visited two licensed dealers - one at Costco and one in a stand alone store. Both places were limited with phone options and never took the time to find out what was important to me. When I met Elijah here at the Corporate Store, he initially started on phone features that I would probably never appreciate or use. When I told him what I used my phone for, he was able to show me the best phone for the best price. Finally someone listened and figured out what was important to me. He also went over the various Verizon plans with me after learning what devices and usage I typically have, found me a plan better than my last provider. He never tried to sell me the quality of Verizon, as I had already checked with my friends who had it and knew it was superior. Elijah just focused on what was important. He did initially tell me that there was a $250 gift card for switching providers to Verizon, but after some checking, I was later told that I would need to buy a more expensive phone, which didn't make financial sense. Elijah took the time to switch my data over to the new phone and making sure I knew how to navigate the new device. He also went over all optional equipment, chargers, protective cases, insurance and discounts for auto payment. I walked away with a new phone, Verizon service and paying $10 less per month than I did with my last provider. More importantly, I left feeling like a valued customer. read more

If i could give 0 stars I would. My phone was stolen and Iam on vacation. The only way I can verify who I am is by a txt or a call to my stolen phone? That makes perfect sense! Then they say we can email you, problem the email is a business email that I can't access off site. Bottom line is they wont take a payment to payoff the stolen phone so I could get a new one. But they will take my monthly payment. The solution given by customer service is "Sorry can't help" 20+ years of service and this what i get! read more

Supposedly the manager here just "helped" me out with a flip phone that we had activation problems and misleading info on. Apparently her name is Geneva and let me tell you, this lady doesn't give a shit about no one. She got really rude and snippy with me when I told her we were told the phone had apps. I even said hey you're being really rude and snippy right now, can I have your managers name. I was actually shocked at the audacity and carelessness. Okay, so we were clearly not give to the correct information the last 2 times we were here. Frustrating, but she doesn't need to be snippy about it. I was disappointed and told her my mom was the account holder and would be really upset and asked if I could she have the manager's info so she can deal with them directly. Then she got even more rude! Geneva also talks to her employees with very little respect and needs others to open battery covers for her because "paws and claws" (her words). I don't know who oversees district/regional management of the stores in this area, but you have a problem here with this "manager". You'll probably keep my mom and grandma as a customer, maybe. But for me, I'll be permanently changing providers. Customer and employee experience means a lot. read more

Gone downhill....go somewhere else! Been coming here for years. Tried making an appointment online, nothing available for almost a week. Walked in on a Sunday, was told it was a 45 minute wait, over an hour later was still waiting. Only 2 people in store, but only one seemed to actually be assisting customers. Noticed they helped other customers who walked in after me. When asked how many more people were ahead of me they said one more but gave no estimated time. Meanwhile I could hear them still giving poor schmucks walking in the 45 minutes estimates. Walked out after an hour and 15 minutes. Time wasted I will never get back! read more

Today was a first, hubby was told to leave Lake Forest Verizon store by Phillipe. We had spent hours yesterday trying to gain access online. So made apt. Phillipe made determination his laptop was too slow and wouldn't listen to any explanation or allow him to demo on laptop. That was it he asked if there was anything else and hubby said yes you haven't solved my problem (a little heated) he was told to leave, once again he tried to explain and Phillipe then threatened to call 911 and he's banned from the store. read more

Waiting for 1 hr in the store and still no one has helped me. There are employees but it just looks like they are hiding in the back. Verizon really needs to look into their costumer service and re -train their employees. read more

Be forewarned, this is a fraudulent and deceptive operation, kind of a sleazy used car commission type business, but for phones. My experience: the Verizon rep quoted me prices and made representations about coverages that all turned out to be false. I was quoted a price for new phone and family plan (this "new phone on us" stuff is nonsense of course). I later checked the actual pending bill online and it was much higher than I was quoted. Also, the rep's statements about of my prior/current monthly rate were also false, it was lower than he claimed. I was given multiple quotes at the store and the numbers varied in each quote for the same phone and plan before an enticing lower price was offered, which was suspicious. The in-store rep said my new Iphone would have upgraded coverage under their Unlimited Plus plan, but I was told later by Verizon reps on the phone that was false and didn't happen in the processing. The coverage upgrade was only available on an addition (unused) line that was required for the promo deal, they said. I was told by the in-store rep that all members of my family would get better coverage under new plan and promo offer, also learned later from Verizon that was false; the coverage plans were the same or worse. Adding insult to injury, the process of buying and getting the new phone set up dragged on for multiple hours over two days. The reps would inexplicably disappear, leave customers waiting forever. Customers were joking with each other that they should give us sleeping bags. At the end of the process, after stating "we don't have contracts", they put a contract of some sort in front of you, showing only the signature line, but no ready access to the price and other key terms laid out in their oral representations. I ultimately returned the phone, given the multiple misrepresentations. I asked to talk with the store manager. I was calm and excessively polite, but the manager, Josh, could not have cared less about the misreps, screwups, bad service etc., just shrugged his shoulders and suggested maybe I call Verizon. I had the impression that he is well aware of the sales tactics and employee problems. Do not rely on oral representations about any aspect or expect necessary tasks to be completed. I was later told that the shady in-store sales reps are on commission, but the phone sales people are not, so you may want to upgrade over the phone or online as an alternative. But Verizon people on the phone also provided false and incorrect information, for example, telling me multiple times (incorrectly) that there is no $50 restocking fee for returning a phone. This may be a company-wide, if not industry-wide, scam process, but beware and check every aspect, including your ultimate bill and plan coverages. read more