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

I went to the Verizon Store on 23718 El Toro Road in Lake Forest. I place was nice and clean. The customer service rep. Corrected the bill that was in dispute. The manager allowed a select few photos. Diana and I have been there a few times before, for billing disputes. Out two cell phones are billed to Verizon. I went outside to take more photos. I drove off to find more places for reviews. Robert H. read more

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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

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

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

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

Excellent customer service and their selection of accessories is awesome. I would highly recommend visiting this location.

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

When i bought my S9plus from these guys, they set up my gmail spelling my name wrong, and its real anoying. I cant change it. You go in there with any problem, they are so condescending with you each and every time. They truely act like they are bothered by you, in their own passive aggresive way. Like youre dumb and cant see what their doing. THIS PLACE SUCKS..DONT GIVE THEM A DIME Go elsewhere, or be treated exactly as i descibed like a fool. read more

Thank you Verizon for the response but the problem was not necessarily with the bill but the bait and switch/blatantly lying to a 13 year old. Once discovered no action was taken to correct the many errors. My son paid over $300 cash in the store yet even the accessories were still billed? Please let me know when the General Manager will be contacting me to review this matter. This would be the only acceptable solution. I will update in a week to let everyone know what if any assistance has occurred. read more

Horrible experience buying my first new phone in almost 5 years... Extremely, rude, condescending and insulting salesman. Worst experience buying a phone ever! read more

I was experiencing some problems with my iPhone recently. After spending more time then I ever wanted at the Apple Store, I decided to go to Verizon, (where I originally purchased my phone). I'm SOOO thankful I did! With the social distancing they were able to help us in a safe and timely fashion. We lucked out with getting assistance from Omar. Omar was knowledgeable and very helpful with answering questions and was able to diagnose the problems I was having with my phone. Needless to say, employees like Omar are an asset to a great business. He made what was a very frustrating day, do a complete 180*. Thank you Verizon for hiring employees like Omar Happy customer, Mara read more

Just got turned away from Verizon told me that they had too many people to service at 6:22 Verizon closes at 7 PM read more

I recommend the Verizon app because the sound is really good and you can get a call to go from almost anywhere. However, their customer service especially on their call center, is unacceptable. The story I have to tell about Verizon is horrendous. Over the period of eight days, they lost my order. Twice, they sent my phone to Clarksville, Tennessee, then, back to California, then back to Tennessee. It sat in a warehouse in Memphis for four days. This story just left me with no trust, Verizon customer service. I finally got my phone, but it was after I had already gone to Best Buy to get another phone, and I canceled my order for the phone from Verizon. I would not ever recommend the customer service at Verizon. read more

I am a current Verizon customer. All I'm trying to do is go from a personal account to a business account. I have been in the store 2x per day for the last 3 days (6 trips) for a total of 5 1/2 hours. Their chat feature online is an automated system and when u do get to chat with a live person, they don't want to do the research and do what it takes to move accounts. Not sure why this is so hard. Also trying to add a line a d purchase new hardware. They are glad to try and "add a line" for me right away as they get paid on commission. However, to ask them to do any work, I get transferred and put on hold over 48 minutes 3 different times in the last 3 days. That's 5 1/2 hours in the store plus time driving to the store. Verizon has gotten too big. The left hand doesn't know what the right hand is doing and honestly, both hands don't care. They may have a better network but customer service and customer service is non existent. I would move to another service however I e financed thought Verizon. Deeply disappointed and #bashverixon read more

I went to upgrade my son's phone, instead the associate upgraded my phone line which I realized after I got home. This caused a huge headache for me trying to correct the error that he made. I found this error by spending much time thoroughly scanning the transaction. He also added a protection plan supposedly free for two months which turned out to be not free at all. I called Verizon and confirmed that there was no such deal. Again, I spent good portion of the morning un-doing what he did. I'm very disappointed in his dishonesty. read more

Kudos to Verizon employee Allen! In one week, I have endured two phone calls to Verizon, as well as an earlier visit to the Verizon store at Irvine Spectrum Center. The young man that helped me there, made a poor attempt to help me and spent most of his time trying to upsell the product and sell me extras and raise my bill. If he was my employee, I would fire him. Finally, I got to Allen in the Lake Forest Verizon. He was knowledgeable and helpful and very kind. He restored my faith in Verizon. read more

The manager tried to do an exchange for me and she ended up messing up and then goes to tell me I need to pay over $500 to keep the device i already had. This was the worst customer service I've ever received, especially from a ''manager''? Small hispanic lady was so rude and it seemed like it hurt her that she didn't trick me into spending that much money to keep my own phone. 0/10, DO NOT COME HERE! read more

I had 1 quick question about my phone. I went there and they put me on the wait list. When they finally got to me, they told me they cannot answer anything about my phone that I purchased there and service through verizon. If I wanted to ask 1 question they would charge me $30 up front. I was shocked and I said no. I'm 75 years old and 1 question would be over in 10 seconds. read more

Too many side bar conversations going on here. They said, ten minutes when we arrived! It has been one hour already.

I was trying to call the store to ask some questions and make an appointment but the number they provide for the store takes me to a call center in India. I then had to use them as a middle man to ask questions. I'd prefer to cut out the middle man as this turned into the telephone game. My questions still remain unanswered. read more

I preordered the new iPhone a week before coming into this store and deciding to just get the Pro version instead of the Pro Max that I preordered. I was led to believe the Pro was available in store and told by a tech here to cancel my pre-order so we can use the money I put down towards the Pro model, effectively forfeiting my "place in line" for the delivery date set for a week from when this was written only to be told they out they are all out of stock as the woman and her husband next to me are getting their new iPhone models ready with another tech... BUT it can be delivered next week... wasted so much time here read more

Want to give a High 5 to Daniel at Verizon Lake Forest! After dealing with a software malfunction for 2 days and spending a couple hours on the phone w Apple and Verizon help center, as well as time spent at an authorized service center... we finally got the green light to replace a phone at no charge thru Verizon. We went to the store, and everyone working was Covid compliant. Daniel helped us right away. I expected the process to be long and difficult, maybe even a few more hoops to jump through... but NO! Not one problem. Daniel pulled up the records.. and within about 15 minutes .. Done! New iPhone on the way! No charge! Yay! He was professional and courteous.. was quick and painless! Thanks Daniel:) New phone came next day as promised And is up and running! Thanks again for making it easy! read more

Alan was amazing! He asked us all the right questions and was very solution oriented. He was extremely patient and very helpful. He led us to the best Verizon plan. Alan was beyond exceptional 10/10. Alan deserves to be promoted!! Overall, Alan is a genuine and respectful person. read more

Justin was supper helpful, kind and respectful. This place is my go to place when I need customer service help from Verizon. Thank you Justin (sorry if I spelled it wrong) read more

We drove to this Verizon store from their Laguna Niguel location (where David and Art LIED to us multiple times ~ awful employees). Then we meet Rivers, the Lake Forest Verizon rep. He came to the rescue, found a great deal on an iPhone for our daughter that wouldn't require us to upgrade our plan (which would've added $70+ to our monthly bill). Our daughter had an LG 4G phone we bought from Best Buy (universal unlocked). It worked from 2021 until last November when Verizon upgraded to 5G. Now it won't work outside the Verizon store. She can't use GPS, or call, or text. Dangerous for a young woman out alone with a cell phone that only works sometimes. Thanks to Rivers, our daughter now has a phone that works and it was affordable for us. We were all set to visit the Cox store to switch carriers after 23 YEARS with Verizon. Rivers is THE reason we're staying with Verizon. GIVE THAT MAN A RAISE !!! read more

Went to this store today after waiting an hour at another Verizon store. Was met by a sign outside asking you to wait for someone to attend to you. After minutes of no action we stepped in side. The manager got up from his office to come greet us and put our name on the list. He informed us it would be a 20 minute wait for a customer service rep. I asked him what he was doing, he said checking people in. I asked if he could help as HE was a manager. He looked at me like I was crazy. Needless to say we left. They weren't interested in helping, they weren't busy, the "manager" would just be inconvenienced to deal with customers. Verizon doesn't care about it's customers and its pervaded their company culture. read more

It sucks here ...For whatever reason they insist on helping customers by "appointment" so be ready to spend about 2 hours if you want to upgrade your phone. Surely every location is not this bad??? We were in the Lake Forest location in case anyone is wondering. read more

Been coming to this location for a long long time and only had poor experiences once or twice... But overall I've had great experiences. This past weekend went in to upgrade my phone again. So much has happened since I've been there two years ago, and technology has surpassed me once again! Scott spent a lot of time with me and I conveyed how technologically poor my skills are and I feel he pointed me in the right direction. I came in again today and asked just a couple questions and he was again super helpful. Nice guy and super knowledgeable. read more

A friend (from out of town) brought her Iphone 12 in to the store to get help with her phone which was frozen and locked up. He explained that they do not have technical support, however he said he would see what he could do so that we wouldn't have to make a trip to the AT&T store. He took her phone for a few minutes and was able to resolve it. The Point is that he just didn't send us away, but attempted to help resolve an issue and was successful! Thank you Brian for taking the time and patience to help. Great customer service. read more

After hours on the phone with Verizon customer support, unable to transfer the data from my kid's old phone to his new phone, I was told to go in to a Verizon store. I had a terrible experience at the Laguna Niguel store with an employee who refused to even attempt to help. I went straight to the El Toro store and, even though it was almost closing, the young man who attempted to help me spent approx. 30 minutes working with the phones. He tried a number of things that hadn't been suggested by any of the people I'd spoken with and then gave me next steps to contact Samsung. Although he wasn't able to get it to work in the store, I very much appreciated how polite and helpful he was and how diligently he tried. Moreover, he gave me the foundation I needed to later figure out the difficulties at home and (finally!) get the transfer to work. I wish I'd gotten his name so I could give a proper shout out, or that there was a store phone number so I could call and tell his superviser, but he was very tall with dark hair. Thank you, unnamed sir! I really appreciate all your hard work! read more

I usually HATE going to Verizon Stores. Mainly because you have to wait forever to see someone and the employees never really care about what you're talking to them about. Well, I came here with my father and I might have had the best experience I've ever had at a Verizon Store. We got there at opening so we didn't have to wait more than 3 minutes to talk to someone and Andrew, the employee was both very knowledgeable and friendly with us both. He answered all of our questions very simply and easily and even gave us some great tips and tricks for helping reduce our monthly bill. We're definitely going to go back to him in a couple days when we finally upgrade our iPhone 4s' to the 5s! read more

They didn't acknowledge my presence at all and I had to leave out of awkward lack of help. I appreciate the response. Will not be back. Your customer service was awful the first time, I'm not returning for a second bad time. read more

Was having some issues with a new handset whilst changing phone networks. After get passed around like a football at a World Cup from call center rep to call center rep - I met Ariba, she has the patience of a saint!! An absolute Rockstar who quickly diagnosed the issue and found a solution!! Ariba you're an absolute rockstar and a great ambassador for Verizon!! Can't help thinking if there were more people like you running Verizon, the call centers would be as helpful, efficient and easy to deal with as the stores!! Cheers Ariba!!!!!! read more

Unfriendly, rude employees with extremely nasty attitude. I have been a customer of Verizon for over 10 years. Loyalty they don't understand. I should not have to wait on the line for 45 minutes to speak to a customer service representative. Totally unacceptable. read more

It was time for us to switch providers. Went into Verizon and was served by Quinn who was very knowledgeable and helpful. He explained all our options, assisted with phones, cases and screen protectors and was extremely thorough. The only reason for 4 stars was that I had to return to the store several times for minor issues. Otherwise, highly recommend this store and especially Quinn. read more

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

Verizon is a scam! Stay away from Verizon! They are a bunch of liars! I don't even know where to begin. Back in January of 2021, my wife and I went in the store to upgrade phones. I have a business account and was told of all these great perks. I was told my wife and I could each get an $800 for each of our iphone 11 pro's. They said the credit would be applied after 2 billing cycles. It's now October and I have still yet to receive a credit. I went into the store and we contacted another representative over the phone to help. They could see that my wife's phone was turned in, but they couldn't find mine. Regardless, they had to submit and application request for my refund. Upon further review of my bill, I noticed I was being charged $120/month for my internet and $30/month for my iPad. The internet was only supposed to be $80/month and $10/month for the iPad. They said, "Oh don't worry we'll credit you on your next bill" How can I trust them after such a terrible experience? The funny part was that one of the reps told me that this is COMMON! How can this be common? They lie to their customers just to get a sale. I am cancelling and going to T-Mobile. They are giving me a much better deal, customer service, phone service, and internet. read more

Just visited Verizon today as I had a variety of issues on two phones. I specifically asked for Jason who had helped me in the past. He is so knowledgeable and patient with older people. He was great walking me through the options for my issues. Ask for Jason. He is worth the wait! read more

My mom recently got a 7+ and gave her LG G5 to my dad. Took it in to transfer his line to the new phone. The sales rep told him that it wasn't possible, and that they "ran out of the right size sim card"... He then was about to buy a new sim card online to bring it back to verizon after being told to by customer support. Luckily I caught him and stopped the whole thing. I took it in myself and had it fixed within 6 minutes. I know you (verizon) weren't going to make money off him, but to straight out deny service out of your convenience is a little rotten. This should especially apply to your customers that can be easily influenced. read more