The customer service here was horrible! The lady who helped me was so rude and had such an attitude. I walked out of there fuming and vowing to leave Verizon once and for all. I will never give this store my business. Not to mention the fact that Verizon has a completely non-sensical policy of not allowing you to re-activate your phone if you're not the "main person" on the family plan account. Why is it that I am allowed to de-activate my phone after losing it no problem (because obviously I have access to all my account passwords), but when I find the phone and want to re-activate it I'm not "authorized." It's MY PHONE! I have all the identifying information and photo IDs to prove it. Verizon needs to get its act together - that policy is protecting no one. It's only causing customers to walk out the door. read more

Walked in here determined to add a new line to my plan and buy a new phone. We were happily greeted and as soon as I mentioned my intentions to the rep he was quick to pass over my account to someone else and leave me in the air. The new rep came to "help" asked what I needed explained myself again and she became very bored and looked very uninterested in what I needed to purchase . She then asked me to sit and add my new line on my own through my Verizon app and let her know when I was done ! " ... all they care about is what commission they're getting, existing customers are left in the air since we can't make you money. I could have done this myself at home. When I finished the transaction she helped 3 other customers before getting back to me when she saw me getting tired of waiting she told me sorry we don't have the phone you needed in stock therefore there's nothing we could do. So you can't order it? Ship it? Etc? This store is very shady. They treat you like garbage , I walked out of this store and happily walked myself across to t mobile where they happily helped me with a great positive attitude and provided me with all the information that I needed to make the switch with them. It's so sad to see that Verizon watched a customer walk right out and take their business elsewhere and didn't care one bit. Horrible customer service . read more

I guess customer service has to do with who you end up getting and I sure did receive it from the gentleman who goes by the name of Ivan Estrada!!!! I had gone to many Verizon stores and nobody was willing to help me. My phone was dying it was really bad it would turn off and on. I had gone to so many stores and nobody was willing to help me because they stated I had to wait until my contract ended. Ivan was the only one who did help me and did an awesome job... I was almost going to cut ends with Verizon due to the fact that nobody wanted to help me but Ivan saved a customer :) read more

I needed to validate my government employee discount, so I decided to visit this store. I took my recent pay stub, but the employee there said "we no longer accepted the validation process"? A few days later I called customer service which took 30-40 minutes. The representative told me that I could do it online, but I wasn't comfortable uploading my pay stub or present it in PERSON and have it validated. Apparently the employee was not trained well enough. I went to another Verizon store and they gladly took a copy of my pay stub. I still have my employee discount, but I recommend to speak with the STORE MANAGER if you feel unsatisfied with their employees. read more

Don't want to give them one star, but guess I have to. Another month and they still haven't given me my refund for the items I returned in THEIR prepaid envelope. Over a hundred dollars they ripped me off for. It's been months and I can't get a single person on the phone to address the issue. Have to be honest though, my phone got hacked and I went in, got a new SIM card free and good customer service. I got a number to call from one of the workers, a very helpful young lady, sorry, don't recall her name, but the person on the other end said she'd transfer me about the refund, put me on hold for 25 minutes and dumped the call...twice. Still no refund. read more

The reason for one star is that negative stars are not an option! What a bunch of idiots. Despite making an appointment,we had to wait over a half hour to see someone. We were transferring THREE ACCOUNTS from AT&T, so clearly this was a money maker for them. Let's cut to the chase. Facts: We spent 3 hours there. No one showed us how to use the new equipment we purchased. All of our photos on two of the old phones (which we traded in) were lost. More than 50% of all my contacts were lost! And today I got a deadbeat call from Verizon threatening to turn off my service if I didn't pay my bill. Why? Because these morons screwed up in establishing my auto-pay. AVOID this store like the plague. read more

Verizon has given me problems for some time. They have customer service representatives continually call me at dinner time. The purpose of the calls is to sell me more services and increase the charges on my bill. I have told them repeatedly that I don't want any more services, but they keep on calling me anyway. I have called the local Verizon 800 number and complained. I told her that the calls were a form of harassment. The supervisor apologized and told me that she would put me on a do not solicit list which would take effect in 45 days. I am waiting to see what happens and I doubt that such a list exists. If there was another telephone carrier in my area, I would leave Verizon, but I am in an area serviced by Verizon. read more

Brandon Rodriguez at this location is the MAN! Always gets things done quick, at the best price, and never any surprises. My wife and I highly recommend Brandon no matter where you are in the country. read more

Worst customer service I've been with Verizon for their home services for many years about 7years or more and two different addresses since I provided one for my mother and one for myself. I am expected to move and they dont service the area and want to charge me $190 to terminate the account just because they dont service my new area.. to top it off i didnt tell them to proceed with the disconnection due to still staying in the property just needed information so I happen to get an email that a so called manager submitted the request and disconnect my services REALLY!!!!! now for the rest of the time being there we have no internet or cable plus a termination fee.. read more

I love this store. I have gone to other Verizon Stores and although this is a busy store, there is usually someone available to help out. The guys here are all cool and easy to talk to. The best is the manager Mike McKinnon..he's very helpful, friendly, and follows through with everything he says. He sets a good example for the other employees who work there with him. He has the best customer service skills I have ever seen at a cell phone place. The store is spacious with phones nicely displayed and prices easy to find. I recommend this place! read more

Shannon Espinoza and Ny should not be managers. After having rent a cops and the Montclair police department called on me after they provided a false police report I was able to go to another store and have my device replaced free of charge since they were able to verify no physical damage had been done to my phone & a $350 credit was credited to my bill due to the inconvenience and unprofessionalism this store provided. Verizon was also able to remove the BAN the store had placed on me so today I went in to go ahead and add some speakers to my plan. As I went to check in Ny recognized my voice, stuck her hand in my face and said she is denying me service. After not leaving she proceeded to have the mall security try and escort me out but I was not leaving. Not only did she give one false police report on 12/18 but she went ahead and proceeded to try and file another false police report against me. The entire time I had a Verizon supervisor on the phone listening to the full conversation/interaction we had. They also heard David tell me Ny notified all of her store associates to deny me service. Thankfully I had a Verizon supervisor on the phone and not only were they able to overnight the speaker to me but they also comp'd the speaker and are giving me another credit to my bill for the inconvenience, harassment, and embarrassment I received from this store again for the second time. The regional manager Brandon reached out to me after I left the store saying the managers didn't see me in store to help me which was complete BS! As soon as I started to call 611 to get a higher up supervisor on the line NY went to the back and stayed in the back. I don't know how she's a general manager. Let alone work in customer service. I will be filing complaint after complaint until this gets handled correctly because the first time it got "handed internally" didn't seem to work. So until a situation is resolved or until a different general manager is placed in that store I will be filing a complaint. These ladies do not know anything about working in customer service. Who hired these unprofessional managers? I know it's Christmas time and it's packed but so is everywhere else. If they can't provide service with a smile they should find different jobs. And after reviewing all these complaints about the store/store managers how are they even still Verizon employees? read more

I want to say a special thank you to Beatrice Diaz. Her willingness to assist us in customer service goes above and beyond. I am 9 months pregnant and my husband and I had reached our limit with the lack of service we were receiving from Verizon. Our intentions the day we went into the store were to close our accounts with Verizon and switch to a more customer friendly provider. Beatrice assured us she would do all that she could to help, and she did! We greatly appreciate the personal service Beatrice gave us. It is so nice to know there are still people out there that are willing to go above and beyond. Thank you again and we wish you many blessings. read more

I was completely amazed by the service I got. Javier helped me and he had me in and out of the store in less then 20 min. I came in completely frustrated with my phone that had stopped working and a bad experience at another store. When I came into the store I was happy to see Javier because he had helped me before. I told him everything that had happened and he let me know if all my options and how much each option would cost me. I finally decided to upgrade and it took him least then 2 min to switch over phones. I was completely satisfied with my service and out of the store in under 30 min. When we decided to upgrade my husbands phone we will go back to this store and I will wait for Javier to be available to work with. read more

Went into your store on Monday, March 14th, had the best customer service experience ever from a young lady by the name of Marcela Morales and her manager Mr Soltera. I can't even describe in words alone how much they both did for me. Their goal was that I leave this store 100% satisfied and they exceeded that goal. They both were very thorough in explaining every little detail on my transaction, Marcela had so much patience with us, and wanted to make sure we left knowing that we were like i said 100% happy with our choice for a phone. Your Montclair facility is amazing and truly our preferred choice of locations if we ever need any assistance with our phones or service because of these two caring employees :) .. thank u Marcela & Mr. Solteta for all your help...we really appreciate the both of you! read more

Very discontent with Verizon! Not so much with the employes at this location...on my initial visit, I went in asking if I qualified for any type of plan that they offered, and I did! I qualified for the edge plan and we started to do the whole process and then I for hit with "Oh shows here now that you have to put down 20% of the phones price, $240" I was upset there because I had initially been told that I qualified for zero down on any phone in the store. On my second visit, I went in and had my iPhone 4S ready to turn and get $200 for it...did the the paperwork and got a label for it in order to get the money...I picked out the samsung galaxy s5 and then got hit with that their system was down for the reimbursement of the $200. But they asked for $100 to hold the phone I wanted I was told to go the next day and in order to finish the process but got told that the systems were still down The list could go on and on...but it all be the same smack talk I am very discontent with Verizon and if I could I would take my business elsewhere, but I can't because they didn't want to give my money back or iPhone 4S that I gave them for supposedly $200...VERY DISCONTENT! read more

I love the customer service this store provides! The manager Eric S is always so pleasant to work with and any of the staff he places us with provides us with quality care! They always go above and beyond to assist people to the best of their ability. This is the only store I will do any of my cell phone business in! I have worked with Mario on a number of occasional and today David assisted us and provided us with amazing service just like Mario! Everyone in here is so fantastic! Thanks again for providing quality customer service! read more

This is a cool looking brand new store recently remodeled... I have been here a few times but I actually send a lot of family and friends here as well... Brandon Rodriguez is one of the best associates to help out myself and friends... very experienced and gets right down to business no matter if its fixing a simple problem or upgrading 3 phones and getting 2 tablets...I call ahead or text to set up an appointment and its taken care of! Even the manager Eric Badillo came by a few times to make sure our customer service experience was great... this store is going in the right direction... thank you! read more

I like Verizon Wireless because of their fast service and never lost a call, but the store itself could be better. Seriously, whenever I walk in to look at a phone or show my friend something, all of the employees have to come and bother me. It's like i'll call you when I need assistance. Then, whenever I want to change something on my contract or upgrade my phone, it's a long process and long wait! They take forever to finish or do even answer your questions. I think the only thing I like about this Verizon store is there is always help when you need it and the employees are friendly. Other than that, this place is annoying. read more

This Verizon store is just awful. I regret that I even have to give this location 1 star in order to write a review. Do not buy into the reviews about this place being great, I'm 210% sure that those reviews were written by the employees themselves or their family. First off, they are plain rude, which might be fine if they were competent. They are not competent. What they will do is inconveinence you for 10-20 minutes while they fumble around CLEARLY unsure of what they are doing. You will ask, no you will BEG for someone else to help you, or to have a manager come out. They will rudely refuse and claim that they can handle whatever issue it is that they have shown you for the last 20 minutes they can't handle. And of course your time isn't of ANY value to them, so you should wait another 20-30 minutes while they incompentently fumble around. I will never again give this store my time or service. Frankly I think they just hire people that are bi-lingual, it doesn't seem to matter if they know anything besides being able to communicate with the spanish speaking clientele. Although I have to feel sorry for those people because incompetent service in Spanish is still incompetent service. Do yourself a favor and go to the Upland store at the Colonies. Every member of the staff I have met there has been courteous, gracious and knowledgeable. read more

I hate this place. I don't know why I keep going back thinking it will get better because it never does. During my most recent trip I went to exchange my iphone5 for the 6 (which the gentleman before told me I could do before the two weeks and I called to confirm as well). I walked up to the store and a few guys approached me with the typical sales associate approach. The moment he found out I was doing an enhance he turned into a complete dick. He gave me attitude, got the phone made the exchange and left. I walked in there ready to purchase the glass screen protector and a phone case but instead I left angry. A week later I found out that during my visit the jerk added road side assistance to my account. Never did I mention that. Screw this place. read more

I've relocated from LA and have been here in Upland for about 3 days. I've come across some of the worse customer service ever. I truly thought LA was getting bad. To have people just up right ignore you truly sucks. I hoped to find some sanctuary from a cell phone provider I've had since high school. Thought their customer service might be a little more standardized but I was unfortunately mistaken. Walked in to this location. Its set up differently from the stores I'm use to. So I wondered around looking for some assistance. Seemed like most employees didn't want to look up at me from their own phone. I was able to flag down a young gentleman (who was polite), but he could only point me to where I could check in. The guy handling that just avoided me. People clearly came after me. I standing right behind the person he finished talking to but he avoided eye contact turned to his left and starting helping a couple that just walked up. I will never come back here. I pay way too much a month to be treated like that. Simple customers service is not too much to ask for. If you have someone greeting and signing people in. Train them properly in handling multiple customers. Customers should feel welcomed not outcasted. read more

Went to the Verizon Store in Montclair Plaza today. Was upgrading phone for my wife and updating data card for work, then combining all onto one account. Well, the salesperson slid in that we get a "free" athome phone that attaches to a wireless device that comes with a phone number. He kept saying it was free, so I get home and a few hours later it hits me that nothing is free and I call Verizon Customer Service to learn that the athome device is $20/month. I said the salesperson never mentioned the monthly fees, so Verizon Customer Service said return it to the store within 14 days and I get the account cancelled at no charge. I figured I would go to the store immediately (4 hours after being lied to) and the same salesperson was there as was his manager. I asked him about the monthly fees, and he hesitated then went into a long explanation about how good he was to me! I said I appreciate the help, but don't appreciate being sold something I don't need. He said I could give the device to family, and I explained I don't want the device. Well, he does the I will speak with my manager thing, and the manager charged me a $35 restocking fee! I had to call Verizon Customer Service to file a complaint, and get the $35 back. If I was Verizon I would fire the salesperson for "bait and switch" tactics and the manager for his lack of customer service. read more

By far the worst costumer service ever. I've gone in on 3 different occasions trying to talk to a mgr about my bill. All 3 times the mgr was too busy dealing with high escalation customers and could be a 2hr wait. There words not mine. The reps took my name and number reassuring me that there mgr will call me back to address my bill concern. Month and half later no call no status. So I called customer service explaining my situation and customer service tried to tell me my issue had to be address at the store location. I didn't take no for answer and asked customer service to reach out to this store and make sure he can address my bill concerns. When customer service has an issue reaching someone at this store there's a big problem. This mgr should be fired and the fact that this is going on for so long is ridiculous. Yes I understand your busy easy solution hire someone that can handle situations verses scaring people with the long wait. I'm surprised Verizon has let this go on for so long. So I will be taking my money and service else where. May not mean anything to them but they lost good loyal customer of 13 yrs. read more

Worst customer service!!! All they cared about was me upgrading and paying more for a phone rather than helping me fix or replace the phone I have now!! Sorry didn't realize I was at a shady mechanics store. Why yes, I will go to APPLE and have them fix my phone and when I need a new one will gladly go through them. Thanks for nothing! read more

Whoever Lois is, you are terrible customer service representative. You're unclear and untruthful

The worst customer service ever! They are liars . We went there 2 times and they are horrible. The first time a guy there named Jesus told us that we were going to get some accessories for free because we were doing an upgrade and if we paid an extra 30 dollars we would get a Bose speaker for free and phone cases, then we found that Verizon charged us more than 250 dollars for those accessories. Also, after we paid our phone off we asked them to unlock our phones since we tried using a non Verizon SIM card and it wouldn't work. And now the store manager told us that they can't unlock them because they are already unlocked. We were told the same by Verizon customer service over the phone. They also said that even if the phone is unlocked it doesn't mean that the phones will work with any other SIM card than Verizon's, they said it might work or not and that they could not do anything about it, even though, that is not what they told us when we bought the phones. They said after we paid them phones off we would be able to use them with any other SIM card. They aren't helpful at all even their manager couldn't do anything for us and wouldn't even try! They could've at least tried to help us but they didn't. It seems that they are there to sell and lie to the customers. They don't know how to help the customer. The worst customer service ever. read more

I have had multiple problems with Verizon Internet sevices. Their customer service is out of the country and hard to understand, they follow a written script and don't listen to why your calling. The speed of the internet in Claremont is ridiculous. I averaged 1.2mbs. A tech told me it was like dialup. Constant disconnects, unable to even log on. The only thing good about Verizon is their techs, they do there best with what they have to work with. I will be dropping both my home line and internet service very soon. read more

I'm a Verizon customer and have been for 18 years. I've had many issues in the past, but this one takes the cake. 3 weeks ago I got a new cell phone and signed the 2 year contract! Now that new cell phone is a piece of shit! It won't power on, mind you this phone is 3 weeks old. I asked Verizon what will they do and they said they could replace it with a refurbished cell phone, how disgusting is that? I have to pay for a brand new phone but I get a used phone to replace my new phone. I have no solution. It's so unfortunate that I can't cancel contract. I'm stuck for the next 2 years with a used cell phone that I paid full price for and that will stop working after 3 weeks to where I'll have to get the used cell phone replaced every 3 weeks. I can't cancel account because I have 6 other devices so yes, I feel ripped off and fucked over in this situation. Instead of giving me option to get another cell phone, the best they can do is replace my new cell phone with a used and refurbished cell phone. How is that even fair? It's not! It's disgusting behavior and treatment. How can they treat me like this? I contribute to them getting a weekly paycheck. read more

Servicemen came today to work on my neighbor's Verizon issue. They could not access the telephone pole - installed by Edison but where the Verizon boxes hang - because my neighbor's avocado tree and other stuff was in the way. So without knocking on my door, calling me, or in any way asking for permission, this Verizon employee climbed onto the roof of my garage and dragged a ladder up there, from where he climbed to the pole. He was yelling at his colleague about how ridiculous it was that he couldn't access the pole easily and while he's yelling and stomping about on my roof, he drags the ladder over each row of fairly newly laid roofing without an ounce of care. I went out and asked him why he was on the roof - my property without my permission - and he did say he'd get down but that he had no other way to access the Verizon boxes for my neighbor. Seriously! Verizon calls itself high-tech and in-touch with the latest, but it can't figure out a way to service its own customers in a respectful manner? This is not the first time Verizon has accessed my yard and roof without permission or concern. They should be ashamed and should take more respectful attitudes to people and property in their work. read more

Visited this store in March 2016 to get signed up with Verizon for the first time. The sales rep, Javier S., was "helpful", by getting me to sign up for something that cost me more money than I wanted to pay. He gave misleading information, left out charges when explaining to me what I would be paying, and clearly took advantage of the fact that I did not know exactly what was going on (I usually don't do this, my family member's do, I'm an older lady and English is not my first language). When I figured out what was happening and asked to stop the order, he said to me with a smirk, "now you have to pay 70 dollars in repackaging fees". This is not professional behavior, this is aggressive and deceptive sales. I guess he is focused on the commission? Verizon should not be training employees like this or reinforcing this kind of behavior from its employees, if it cares about its customer service reputation. Thankfully, the manger was a whole lot more mature and professional, focused on clarifying and resolving my problem. In the end though, it was the telephone customer service representative who resolved everything. In fact, she reported that there were many mistakes in the final bill sent to me and that she had to call the store itself to clarify what was going on. I suggest to go another store and demand clear information and respectful customer service or go to another wireless provider. My family ended up switching me to another wireless provider after all this hassle with Verizon at this store. read more