We visited Verizon after hearing about some irresistible promotions. Moving to Verizon would be extremely complicated - our family brings a nightmare lineup including all of iPhones, iPads, Android phones and tablets, and a Windows PC. Users would be coming from both T-mobile and AT&T, both seniors and children, some out-of-staters. Kaylynn greeted us as our Verizon specialist and was amazing. Along with her manager Eric, they huddled to "right size" the services needed and clearly showed how they delivered maximum value. Thereafter, they came up with a game plan to onboard and activate the devices. Kaylynn was fantastic at getting the devices onboarded and got most of them activated, even overcoming some extremely challenging technical difficulties. Kaylynn asked whether we knew about Verizon Home Internet, which I did not. This type of wireless broadband service is suspicious to me compared to a hardwire cable line, especially as a full-time remote worker. However, Kaylynn explained her own experience switching to Verizon Home Internet, and their "try before you buy" service. She ended up stealing me from Charter as well. So far, so good with our home internet! I've always heard great things about Verizon service, but thought it a bit more expensive than the competition. After looking side-by-side, I don't think this is the case. At least for us, we are paying much less than our pervious services. So big thanks to Kaylynn and Eric for being such awesome teammates and bringing us over to Verizon! read more

We had a terrible experience here. We showed a customer service representative an ongoing bill which was incorrect and he agreed to take care of it via notes on our account. Since that conversation nothing has changed and to this date we are still in the same situation that we were I two months ago! read more

Customer beware!!! Deserves zero stars for what I experienced. One day before departure to Portugal, I went into this store to just have my iPhone screen glass replaced. I walked in with the phone and the screen protector. A new young employee approached me saying he could put it on. When he was done and I was leaving, in front of my husband said to me that I needed a new internet box as mine at home was out dated. He handed me some box and said to go home and plug the new one in and send the old one back. I thought it was all free or at the least I would keep my old internet plan of 35.00 per month. Nothing was discussed or revealed to me at this moment at all/ I went home plugged it in and it didn't work and I sent the old box back through fed ex all in the same hour. Wish I had not. The employees are trained to hard sell new products without revealing costs/ I had an employee's cell number, a different representative I trusted from the same store so I texted him that my new box didn't even work. He asked me if the new employee had explained my rate would jump to 85.00 a month and I lost it!!! I was furious. I told this employee he never explained anything to me and I didn't sign anything. Come to find out Ana the manager supports this secretive approach to hard selling customers because it gives the store points for hard selling. She also got upset at this seasoned employee for telling me the truth. Oddly, he is no longer at this store location but the new employee who pulled this crap on me is still at the lake location. Ana is the worst manager ever. She refuses to put me back on my old plan and I remain stuck with a plan I never asked for on my account. The box took days to fix to even get internet, only because the one seasoned employee at the time helped trouble shoot with the customer service line for me. He is gone from this store. To date all of this is documented in my account but Ana refuses to make this situation whole again. This wasn't done with my consent and I will be leaving Verizon to TMobile if this isn't fixed back the way it was! Once home from Portugal I'm done with Verizon. read more

Natalie is the most helpful Verizon associate I have ever encountered. She was so friendly, professional, honest, and got the job done within a reasonable amount of time. She made sure I understood all my options and benefits that came with opening a line. I would definitely recommend coming to see her at this location for all your Verizon needs. 10/10, A+ service. read more

My last three experiences with the same young girl were rude and she doesn't tell you everything that you need to know

I was so reluctant to come to the store based on the bad reviews, but needed some questions answered regarding business/international plan. We checked in and waited 10 minutes to be helped. Jake was our rep, he was super courteous and informative. He answered ALL our questions and provided us with the information and upgrade to our plan to have seamless telephone access while we are abroad and my husband is running his business. read more

Verizon - Store with ample seating for waiting and consults. - Mobile Phones Near Me - Pasadena, California

Does "Escalation" include contacting me at some point to resolve the issue? I only have a few days left before I will be hit with a bill for thousands more because I can't return the trade in phones. I still haven't received the refund on the original order after I was told it would take 7-10 days. It's been over a month. read more

Excellent Black Friday experience with our salesperson, Weston. It took 2 trips for us to figure out our mix and match plan, sell and buy 2 apple phones. Great pricing and service. All good! read more

Our customer service was excellent with Ramon!!! Friendly, knowledgable and a great problem solver. read more

I really tried to give this store the benefit of the doubt, but after visiting 4 separate times to try to get a billing issue fixed, I've given up. I went in strictly for a phone upgrade and was enticed by the salesman to try out their home internet at no cost to me. When it came time to cancel this "free" trial after the speeds were abysmal, I was hit with cancellation charges that Verizon corporate refuses to reverse based on the promises of this store location. They do not have a phone number nor direct way of reaching them. I will never use Verizon for any non-phone service ever again after this experience. read more

Chill store. Ask for Ramon. Helped me transfer my # over from spectrum and my account had a balance. Everything was smooth thanks

After much difficulty online and on the phone with a challenging problem, I went to the store itself to get some help. Wes was the sixth person today that I identified myself and my equipment problems to, which was quite frustrating. Wes listened to the whole complicated story and got to work. Step by step he cleared up the mess and figured out all the issues. Wes explained it all to me, and showed me how to help myself in the future. I walked out relieved and empowered. Wes is the Man of the Hour today! Give that guy a raise! read more

I used to love this location. But now it's under horrible management. Listen, all they want to do is SELL YOU MORE STUFF. Earlier this year, I went for a new phone and the guy made so many changes to my account to "save me money" and he messed up all my streaming services. Hulu, Disney, Netflix, espn. He also added a new line that no one is using "to save me more money." I had a promotion and getting a new phone "would only cost me $10 more a month," according to him. WRONG!! My bill jumped from $180 to over $300 the first two months. Then over $200 the next few months. It took forever to get my billing back to normal. I went back 3 times to get it fixed. They do not care about customer service, they are just desperate to make a sale. It's horrible. That new phone I got in March, is not working now. I went in yesterday and the girl did ZERO trouble shooting and immediately pulled up pricing for me to get an upgrade. Lady, I just got an upgrade a few months ago !! I don't want my bill going higher and higher. When I made it stern and clear I will not be buying yet another new phone, she could care less to further service me and I still have a phone that's not working. How desperate do you have to be for that commission? read more

The store is located in a plaza. You can enter from the front or the back near the parking lot. I like this store because they have a good selection of all the phones, cases, and chargers, etc. ::Products:: I got the iPhone 11 Pro and Apple Watch Series 5. Verizon has a bundle promotion so I also bought a case and a wireless charger. I only have one regret which is buying the wireless charger. I'm not really using it. ::Customer Service:: When I called to inquire about the iPhone and Apple Watch, I spoke to Brandon. He helped me with scheduling my appointment to come to the store. The next day, I went to the store and I ended up purchasing the iPhone and Apple Watch. It was not an easy decision because I've been an Android user for a very long time. Brandon addressed all of my questions and concerns. He went over the functionality and benefits of the devices. Brandon also went over my cellular plan to ensure it fits my lifestyle and usage. ::Highlight:: Brandon was very kind, friendly, professional, and patient. He also helped me with trading in my old phone. ::"MeH" Moment:: The application to move everything to my iPhone from my old Android phone was a big headache. The estimated time was over 20 hours. I ended up finding a workaround. ::Tip:: Make an appointment to avoid waiting. This Verizon store can get really busy. ::M's Notes:: -Parking Lot read more

I spent over an hour talking about different plans and the trade-in value for my iPhone 11 Pro Max. When I finally made the decision to go forward, I was informed that the price I had been quoted for the iPhone 11 was not correct and that it would be $300.00 less. Then they want to charge an UPGRADE FEE ! ! Over thirty dollars for me to pay for buying a phone from them !! What crappy business practices! read more

I'm not sure why this store doesn't have the best ratings because I have had a pretty good experience every time I've come here. I've had some longer wait times but they always get things done for me. Today I walked in and Dennis helped me immediately while still attending to some other customers and got my situation handled in less than 10 minutes. Really made my day! Thanks! read more

Normally most people love to post about really bad experiences. That's not the case today. I just wanted to give a shout out to the manager named Gerry. He was extremely friendly and helpful. There was the longest line for the store, but he was checking people in and also trying to help people resolve their issues. He was calm and professional. Lots of Verizon stores closed during the pandemic, so they are flooding the stores that are open. So have some patience and be kind to their employees. Thanks again for your help it was much appreciated. read more

Good morning I have. An on going problem. I went the Verizon on Los Feliz in Glendale. I went in for an upgrade . I was offered a BOGO I phone 12, they said it was best their best deal. So I went with it. I made this purchase about 3 months ago It turns out, I am getting charged for both I tried calling them and in person All I get is the run around. I am a long time customer I don't deserve this kind of treatment! I made a report to the BBB! Please advise! Thanks read more

Verizon is a terrible business, with badly trained or completely disinterested salespeople, especially if you're an older person. I was promised a $50 monthly charge through bank autopay for a modem/router and ended up with impenetrable online "customer service," stupid live customer service, two modems when only one worked, an unauthorized extra charge for "device insurance" that took hours to remove by Verizon's "affiliate company" AND what turned out to be double, sometimes more, monthly charges for those two modems, one of which the Verizon associate assured me I didn't need to return and another which NEVER WORKED. There's a reason Verizon is consistently rated "F" on the Better Business Bureau website - it's a horrible company, apparently completely unethical, even worse than Spectrum, which I didn't think was possible. Buyer, beware! read more

Horrible customer service. They are not professional at all Employees here they don't know how to open Business account they should train their employees before they let them work here I will never come back to the store read more

Verizon - Store - Mobile Phones Near Me - Pasadena, California

Justin P is Santa Claus. We got really lucky with Justin hooking us up with an awesome deal. For a new Pixel 4 added to a family plan plus a brand new spanking latest and greatest iPad, some wizarding, he changed the existing plan from 330 to 359. I mean, how does that even happen, right? So, come here, ask for Justin, and you're Golden!!! read more

Eddie was so helpful with reactivating my phone. Thankful for his commitment to helping me figure it all out!

I got into a contract with Verizon in order to give my daughter a Gizmo watch, which had been recommended by her friends' parents. I forgot the password to this account, which I needed to pay the bill. In order to change the password, it needs to be authenticated by a text message to the number attached to the account, which is the Gizmo watch's number. But Gizmo watches do not receive text messages from anyone other than the parents. So, I could not authenticate my request, change my password, and pay my bill. Unfortunately, this led to me getting to paying the bill late, which incurred a 100% extra charge. This led to me paying the bill over the phone. It takes forever to get anywhere in Verizon's phone tree. I tried to change the password with a customer service rep, which took forever to get to, but when they tried to send me emails to verify my account, the emails would take an hour plus to get to me, by which time I, of course, had terminated the phone call. I tried to get a temporary password sent to me, via snail mail, which they did, but when I tried to change it, it again sent my daughter's gizmo watch a text which it couldn't receive, and so even then I could not change my password and pay my bill. So, after being dinged twice for late payments I decide to cancel the account. It takes forever and I go through several people to get to someone who will cancel my account. They do so and send me to an automatic over-the-phone payment system but the system does not have any charges applied to it ... it says my account is paid. I call again, the representative says that a bill will be sent in the mail. Fine. Then I get an email two weeks later saying that my bill is due soon and I need to pay it so, seeing as I haven't gotten anything in the mail, I figure I have to call these guys again to address just terminating our relationship. Finally I get this to work and I basically pay to never ever have to deal with this company ever again! I advise you, in the strongest terms, to never enter into a contract with Verizon. 1) They do not understand the products they are offering. 2) It takes forever to address any problem in person. I must have spent over five hours of my life on the phone trying to address this problem. 3) They do not understand the problems you are facing with them. 4) They entice you with low fees, but they really screw you as much as they can if you miss a payment, even if you have been trying, given the limited time I have, to pay them. 5) It is difficult, once you decide to terminate your relationship with Verizon, to do so. Best of luck! read more

Rude, lazy and incompetent staff. Best choice is to avoid this location whenever possible or come in with very low expectations.

Opened Verizon account in Pasadena and purchased 4 top of the line phones in 2023. Less than one year later, all 4 phones are bad and need to be replaced. The replacements will be refurbished phones. Wow! that really sucks of you Verizon. From the start of my subscription, they have been terrible. Verizon found a way to not give me all rebates that were due to me. You know, the rebates Verizon promises so you will open account with them. every time I called customer service for any issue, it would be like pulling teeth. They were all morons read more

Preston Alexander is a rockstar! He helped us replace my mother in laws lost cell phone today. It was incredibly challenging because we could not remember her 4 digit password and it cannot be retrieved without her phone. While we were all very frustrated with the fraud department and customer service Preston went above and beyond to resolve our situation. While it took 90 minutes due to sheer incompetence from the phone support Preston never gave up and was committed to making sure we were 100% satisfied! Couldn't have done it without him!!! read more

My husband was with Verizon for over 27 years. We changed our mobile carrier to T-Mobile after learning that Verizon was charging us unnecessarily for two lines on our iPads. We were wrong for many years in thinking that we needed to have lines for our iPads in order to use them. When the account was closed at Costco, we were unaware that the lines for the iPads were not disconnected. For two months we were charged for the iPads, the last bill was for $128.48! The bill went up because we were no longer under a special rate with our phones. When I called Verizon we were informed that we had to go in person to disconnect the devices and close the account. The representative who assisted us was very unhelpful. She didn't greet us in a kind way and didn't make much eye contact. She didn't want to hear our complaints and kept looking at our account on her iPad. My husband was trying to explain to her our complaints and she told him that if he continued to be aggressive that she would refuse us service and we would need to go to another store to disconnect the devices. We were told that we needed to pay the last bill in order to have our devices disconnected. We decided to just pay the bill and be done with Verizon. When I asked for some type of written confirmation that our account was closed and that the devices were disconnected we were told that they didn't do that. She gave me a phone number to call to ask that a confirmation letter be sent to our home. At the end she told us to have a great day. As she walked away I noticed that some of her colleagues had gathered around her and she walked into the backroom as if she was some kind of champ. I think her cold, demeaning, and rude behavior toward us was condoned since we were no longer with Verizon. We are a retired couple and we didn't deserve to be treated so disrespectfully. We will never go back to Verizon and will certainly tell our friends and family how we were treated. Verizon is an unethical company that fraudulently charges their customers. It seems that the people at the top expect their employees to also be unethical. read more

Went in there tryna buy a phone case and didn't even come out with one because the workers in there dont even greet you or help you out there were plenty of other workers and none could help what am i suppose to do go grab it my self? Y'all need better customer service that's why no one wants to be with Verizon cause yall over all suck won't be coming back here and hope no one else does and yall close down! read more

I would give less than 1 star if that was an option. I decided to switch to Verizon from T-mobile due to their reputation even though it would increase my bill. I wanted to join with my sister who was paying quite a bit more with her plan. I talked to a gentlemen who was extremely helpful and although it was a long conversation he created the plan, ordered my device for in store pick up And gave me instructions for picking up and activating her device since I did not have all the information at the time. I got the confirmation email, went to the store, got my device and placed the order for hers with the same info I gave the gentleman to do mine. I specifically asked to verify everything would match my quote he gave me, she said yes, and as soon as the device was turned on it would be active. As I was trying to set up my phone she asked me "can you please complete your payment, I have other customers that need help." Turns out she did not do what she said, the one was not activated and it was not added to my account. I have now spent 7.5 hours talking to multiple representatives online chat, who eventually all cannot help me and tell me I need to speak to a representative, I waited 3 hrs the first time, an hour and a half the second time and am now writing this review for the third time I'm trying to reach someone as I was not connected the first time. The rep hung up on my the second time, and now I'm for some reason trying a third time. I will likely disconnect my account that's barely been started and return to T-mobile who at least had good customer service. read more

This is a review on this company store location and not on Verizon as a whole (Although, really don't have any complaints. Been with Verizon before they were called Verizon when I was still a pre-teen and my Dad bought a brick phone). My visit on 11/14/2020 - COVID-19 Precautions: The store has set up a pretty good system and set up to make customers feel safe. It would be nice if all customers would wear their masks properly instead of like a "chin diaper". The Wait: I was unable to get an issue resolved over the phone because of system complications, so I went to the store to take care of it. I arrived with no appointment and was assisted within about 20 mins (there were about 3 customers ahead of me). Verizon Reps: The greeter was very friendly and helpful. When I finally got a Verizon rep to help me with my issue, the greeter (sorry, forgot name) assured me that Dennis was the right rep to help me out today. Dennis was great. I knew I was probably in for a long visit and Dennis made sure to keep me in the loop so I wasn't just sitting there twiddling my thumbs. He was very friendly and regardless of how frustrating Verizon's system was being, he never let it show. I think if you get Dennis to help you when you go to the store, you couldn't be in better hands. read more

I did not want to buy selfphones on credit for myself and my company !!! I came because I wanted to save money and take advantage of the promotion, but in the end I pay much more read more

Thanks so much for the prompt and friendly help. Alicia! I was finally able to trade my phone in, something I could not accomplish at other stores. Wish I had come here first! Thanks! read more

I arrived here (my first time at this location) and was surprised at how quickly I was assigned to a sales associate. Things seemed okay at first and the sales associate, Kaylynn Jackson asked me the reason for my visit and we went along with normal business. Then she put me on the phone with Verizon customer service, and told me to cancel my line and then we would change my phone number. I agreed and then repeated what she told me to the customer service rep on the phone. He then told me that it was pointless to cancel the line if all I needed was to change my number. So I told him that I did not want to cancel my line and to just change the number instead. When I told Kaylynn that the rep had changed my number without canceling my line; her entire demeanor changed. She was very snappy with me and said "Well we were trying to do a promotion and save you money." I told her the rep said it was actually more expensive if I did it the way she suggested, and she pretty much stood up and walked away clearly upset. I guess she wanted to charge me extra money or was upset that I didn't do things "her way." Whatever the reason, I won't be back to this location. I'm grateful that the customer service rep on the phone stopped me from making a mistake. read more

Part 2 I finally gave up. Despite a reply here from Verizon promising to fix the problem ..asking for a second chance... zero action. I've cancelled the wireless home service and spent yet another hour getting the "claim" paperwork done. Id recommend staying away from this store. Clearly there is a inventory and experience problem. I'm so soured on this entire matter I'm changing my phone's (which is the high dollar part of my agreement) to Spectrum. read more

Don't listen to the haters. This location is great and my dude Ray hooked me up and was most gracious. Worth your time.

Gerry, I know you are understaffed but YOU could work on your customer service skills. Better management is needed! read more

I am so done with this place!! Unprofessional employees!! They ignore me every time I walk in there but when they realize how many personal lines and business lines I have under my accounts they love me!! I go from it's an hour wait to hello Mr. Franco!! I'll stick to Best Buy way better customer service read more

I was so impressed with the service and deals that I was given when I went into this store. I gave them rave reviews. I'm not techy and was delighted at how easy it was to set up my internet. I also switched my cell phone over from AT&T and was told I could get a free iPhone 14 for my son - wow! who wouldn't? I have business and they sent me phone with a wireless phone too. My phone? great. Internet ? great. wireless phone? well it had a box saying wireless phone but there was no phone just the verizon white box. I plugged it in and thought thats weird, maybe I should just use my old phon. I got dial tone and assumed it was working. Nope! I emailed my sales person three times. No response... Then I got my bill! Son's phone - not free. After two hours on the phone with customer service, we cancelled our my sons phone and my business phone and now I have to take everything back and try and sort this mess out. So heading in on Monday and hope they can put it all right - stand by. Having read some of these reviews I am pretty concerned - but fingers crossed it will be an easy fix. read more

I was truly touched by Justin's attentiveness today. Also shout-out to the greeter; felt very welcomed; the lanky hipster kid looked very chic and got someone to tend to me on arrival. Back to Justin: this man went above and beyond for me today. He saw how stressed out I was over altering a family plan that would actually benefit me by allowing me to purchase the two devices I actually PLANNED on purchasing this year at some point, even though I dropped in originally for a quick trade-in/upgrade; with his help I can get both devices together and at a discounted rate that would hardly effect my current bill and family-budget. I was really scared to talk to my father about the promotion as it would involve a lot of tech and billing jargon; And Justin called my Dad to break down the numbers even though I was too nervous to do it myself!!! He is truly a compassionate person (and brave too!) and even though I live in Studio City; I will solely visit this location. I was truly floored by J's calm demeanor! It really warmed my heart. I can't thank him enough. read more

I walked into this store 6/20/2021 & received the worst customer service from an employee named Evelyn. She was extremely rude, arrogant, and didn't know what she was talking about. She did not advise me that I had an upgrade nor did she provide me with a receipt. I had no problem picking out a new cell phone but she did not give me the case it came in with the instruction manual, the charger, or the port for the charger. I waited for her to come back and after 10 minutes I saw her helping another customer and said I wasn't done and had many questions. She told me she was busy and could not help me. I walked out of the store crying and told one of the other employees how bad my experience was. I got a phone call the next day from the manager of the store who has not gotten back to me. If you plan on walking into this Verizon store, avoid Evelyn. She told me in the beginning that she wasn't familiar with my old phone and had to ask someone else. I said okay well I'll just pick out another phone. I asked for the receipt and the box it came in and she ignored me. she didn't even make sure my phone made phone calls or could receive phone calls before I left which the employees are supposed to do. When I got home I could not contact anyone. I then went down to the retail store right down the street and the guy there got my phone up and running within a matter of minutes. He told me to write a review because it goes a long way. I'm still waiting on the manager to call me back because I would like the box it came in. If she doesn't call me back today I will post her name as well. As I said, please stay away from the employee Evelyn because she is rude and doesn't care about the customers that walk in there! read more

Verizon - Don't trust Verizon on lake especially Evelyn or Lorraine the manager. - Mobile Phones Near Me - Pasadena, California