Absolutely terrible. We went in 3 weeks ago and purchased security screen protectors for both of our phones. Service was nice and application was quick. Turns out we ended up with MANY BUBBLES on the screen protector THEY installed. We came back the following week and were told they would not fix or replace but we could purchase new ones (again). Nope. Went back today and manager was included (stayed in back) and the "best" they could do is for us to purchase 1 new protector and they would cover the price of the other for them to replace them. Nope. The rep was very sweet but the service to fix THEIR mistakes at their cost was missing. WOW. read more

High quality service! As soon as I arrived there was a long wait but the entire staff greeted me and made sure I was taken care of

I visited the Verizon store today to inquire about the cost of upgrading a line on my account. I was assisted promptly by a representative--a young, light-skinned man, possibly Latino, though I unfortunately did not catch his name. During the process, I clearly communicated that I did not wish to move forward with the upgrade and left the store. To my surprise and disappointment, after returning home and checking my Verizon account online, I discovered that the representative had gone ahead and processed the upgrade despite my explicit decision not to proceed. This kind of behavior is not only unprofessional but raises serious concerns about deceptive sales practices. Pushing through an unauthorized transaction after a customer has declined is unacceptable. I STRONGLY recommend that others avoid this place of business entirely. No one should have to deal with dishonesty or unauthorized actions when simply seeking assistance. read more

We came to the Verizon's on Foothill Boulevard in Pasadena to upgrade four of the phones in our family plan. Ivan was courteous, helpful, efficient, and swift in making it all happen. It's the best mobile phone upgrade experience I've ever had. Ivan makes Verizon look good! read more

This place is shady and lots of customer complaints. The Manager Matt is running a shady business because they are trying to get credit with opening new lines and new plans. I came in for a phone trade in upgrade ($1100 Credit) and they ordered me a new phone with a new line. My account showed I had a new 626 area code phone line. I had to go back and have them fix this. I reached out to Verizon Corporate versus this Victra Verizon which is a Authorize Retailer for Verizon. Verizon Corproate was able to fix everything and get me my $1100 credt. Victra Verizon setup my account as if I was buying a new iPhone 71 and I was going to be charged $41 a month. Very Angry at this business and the manager. Never coming back here. Don't let this business access your accounts. They will change things without your consent. read more

I made an appointment at 1. No one there. Sales clerk ignored me, and then said " if you read the fine print, we don't guarantee appointments. " everyone on lunch. Would have to wait maybe half hour but no guarantees. No thanks! I'll just go to the Verizon store on Lake. read more

I had the best experience at this Verizon store. Josh R (assistant manager) and Matthew ( manager) helped me with a very complicated problem with getting my new phone. They assisted me over several hours, which required involving many other support and technical resources. They did so with amazing knowledge and professionalism. I highly recommend this store and I left very happy. Thank you Josh and Matt! read more

This place is a SCAM!!! Call Verizon, file formal complaints. They are mishandling accounts and adding unnecessary fees. Do not let them help yourself out and go to corporate store. read more

This is not a real Verizon store it's a company called Victra. I went in to switch out my daughter's phone out, and they said that I needed to pay $325 to pay the old phone off and then another $360 to upgrade to the new phone. She's going to college in a couple of days so I don't have time to argue really, then when we called Verizon to apply my wife's teacher discount, they said that we shouldn't have had to pay that (as more than 50% of it was paid off) and that we should have only paid $149 for the whole thing. Never going here again, go to the Lake location, they're a real store. Or just call them. read more

Worst service ever. Rude horrible customer service. Four employees and one other customer inside.Employee mumbled and acted like we were inconveniencing them. It's a horrible store. It's really sad that Verizon won't honor the discount on payoff. Apparently it only counts when you make payments. read more

I walked in & was assisted very quickly by a man who works there named Antuione. He was incredibly helpful. My Pixel 6 had an unresponsive touch screen, and my guy helped me get a newer model for fairly cheap. He also helped reduce my phone bill. Would recommend, 100% read more

I went in to help my mother upgrade to a new phone. We were assisted by Antoine who is by far the most helpful person ever. He was able to answer every question we had. Helped switch carriers, and activate the phone. He was incredibly patient and made sure we got the best value possible. Normally I dread going into a cell phone place. Most people do. If you are a Verizon customer, please visit this store and ask for Antione. Such a great employee and person. They really should give him a raise to keep him. Wonderful customer service. read more

This is a VICTRA store, not a VERIZON store. Do not go here. It is a scam! Had a frustrating experience at this "Verizon" store yesterday. My phone suddenly lost all service--no calls, no internet, gps, nothing. When I got to the store, they claimed my phone had a SIM card issue and pushed me to buy a new phone. They told me my physical and electronic SIM cards weren't working and that the best solution was a new iPhone 16, even though I have an iPhone 13. They were adamant about getting me into a new plan, claiming it would be better and save me money, but didn't provide clear answers about my current plan or why my service stopped. After insisting on just fixing the issue, they agreed to give me a new SIM card for $40. Surprisingly, that fixed the problem, which made me question why they pushed so hard for a new phone. The store staff seemed more interested in making a sale rather than helping. After leaving the store, I was ready to leave Verizon entirely. However, when I called Verizon's customer service, they resolved everything quickly, explaining the store misled me on several points. My current plan was better than what the store recommended, and the customer service agent even refunded the $40 charge for the SIM card, explaining that the person in the store wasn't following the correct protocol to reset the SIM. If I had upgraded my phone, as the people in the store were pushing, I would have lost hundreds of dollars in credits on my plan and missed the promotional offers that are better when your plan renews (mine is in August). They gave me incorrect information on my Travel program and on other benefits that I would lose by switching from my legacy plan to the plan they were recommending. The store seemed more focused on pushing a sale than genuinely helping, which was incredibly disappointing. It seems that they were taking advantage of my situation of not being able to make calls or send text messages. When I tried to use their WiFi to research my options, they said it wasn't possible because their WiFi blocks everything. This was a terribly disappointing experience. The only reason I'm staying with Verizon is because the customer service team at 611 was so informative and helpful. I would highly recommend avoiding the store.. especially THIS store... and calling customer service. Not sure how the people who work at this store can live with themselves, manipulating people every day. I hope the manager of this store is reviewed for unethical practices. And that they all receive ethics training. read more

I got my cell phone from Pasadena store on Foothill back in March. There was an additional phone number put on my account without my permission. I went back to the store in April and the manager said they would correct that "mistake" of $20/mo. I was still billed so I called Verizon and was told that it would be corrected in May. When it takes an hour each time I contact them, I have to have an hour available. Today, I went into the store and was told that that additional number would be removed from my bill, but no credit for the 10 months that I paid an extra $20. Anyone else have a similar experience? read more

Store Manager Jennifer, of 3811 FootHills Boulevard Pasadena, was friendly, cheerfully, effectively assisted me in resolving errors occurred during my IPhone upgrading back in March. The billing issues had persisted for four months that I couldn't resolve it , Jennifer clarified and corrected it in just one visit During my visit, I observed a team work effort, She was a great store manager read more

This location is not a real Verizon store, it's a third party store. I purchased a phone and set up a trade in online through Verizon.com and it allowed me to select this location to pick up the new phone and process the trade in. When I arrived, after waiting 20 minutes for an employee to even say hello to me, they handed me my new phone and said they couldn't process the trade in and told me to go to the corporate store. What's the point of coming here at all if they can't handle the whole process? This has been a huge waste of time. I went to the corporate store on lake and they were unable to process the return or the trade in and told me that the Victra store had to process the return because it was unopened and within 30 days. I went back to the Third Party store and the manager and employee were both rude which just fueled this whole annoying process to another degree of awful. Do yourself a favor and avoid this store. The one on Lake isn't much better but at least the store is connected through there and you'll have more options. I don't understand how Verizon can just send you to a place that basically doesn't operate like the other stores. If you're buying an iPhone, you're better off avoiding Verizon completely and going directly through them. I've never had a problem dealing directly with Apple and their customer service makes Verizon seem even worse. read more

Whatever could possibly go wrong did. Cannot access my wireless account. Never received my router. Value sucks!

I had a wonderful experience upgrading my phone today at this location. Luis was incredibly helpful, friendly, and professional. I enjoyed chatting with him as my phone data tranaferred. read more

Wow! Amazing service . Talk about knowing how to get what you need done! Came in to get my camera lens cover on my new iPhone 16pro max. Had the best service & help! I'll be coming back! Thank you :) read more

Anthony is so HELPFUL! Took the time to look up available deals and finding ways to save me money! Really good info on comparing the different phones too. This will be the store I go to for all my Verizon needs! read more

A huge thank you to Luis! As soon as I walked in he was the first to greet me. He helped get a new phone and save some money on my next bill. He had such a positive attitude the entire time and I cannot thank him enough for making my time there amazing. Thank you Luis! read more

I just want to say a huge thank you to Luis ! He was able to lower my bill for my plan and answered all the questions my family had. He definitely made the experience much easier. Thank you Luis! read more

This store is not part of corporate, it's independently owned. It is a 1000% joke! A phone came in for us, could not pick it up right away so they sent it back. When it was re shipped , they upsold my 94 year old mom. Manager 's promise return phone calls, never happens. There's so much more to say, but I won't waste your time. I will say this, stay away! Go to the Verizon store on South Lake, which is corporate. This store is not held accountable by corporate since it is individually owned. read more

I took my 80 year old mother to this location today to get a long awaited new phone. We were the only ones in the store and had the most horrific and almost dangerous experience. Antwone was the only employee in the story. He couldn't be bothered to look up from his screen, barely looked at us and was immediately rude to my elderly mother. She had to ask him several times to speak up and talk above a whisper. Any time we asked a question he was clearly put out and aggressive. Then, after refusing to help with an issue we were having with a devise- he became so insecure about his lack of experience he yelled at us and kicked us out of the store. Screaming the letters of his name as we left. We were terrified and worried about what he would do next. My 80 year old mother was in tears. I've asked to talk to a manager and have not heard from anyone. Antwone should be be allow to face costumers- he's aggressive and wildly short tempered. read more

I would not recommend going to this store!!! #1. This is NOT an actual Verizon store. This is a third party store with a lot of young and inexperienced people running it. #2 Customer service is the worst I've ever seen!!! There are not enough people working to serve the large number of customers walking in. The customers are not greeted or acknowledged by anyone! We were there for over 30 minutes and asked if someone could help us and we were told that everyone was busy but would be available soon, but that never happened and so we left. There were 5 other people standing around waiting when we walked out. #3. They tack on hidden charges (like device protection) when you make a purchase and then will not reverse those charges because in their words, "it's already locked in the computer". So it's up to the costumer to have to call Verizon directly to deal with Victra's error!! #4 This store posts store hours, but it is hit and miss as to whether any employees will be in the store when you attempt to go. The lights will be on, but the doors are locked and no employees are there!! There seems to be NO management AT ALL of this store! This store will tempt you with freebies, but if you want good, fast, efficient customer service and no extra fees added on, go directly to the Apple Store. I will never EVER make the mistake of going to this place again! read more

My wife and I recently purchased two 15 phones and had the good fortune to work with Luis on the follow up. He was outstanding in the clear manner he explained everything to seniors. His follow up and attention to details define customer service . He was patient , kind and very knowledgeable . It was clear that he wanted to make sure we were satisfied and did not rush us through the process. We plan to stay loyal to Verizon because of quality staff like Luis. read more

I waited in the store while 4 salespeople went into the back. 6 customers came in and were greeted, but not helped. 2 people were being helped, 4 Verizon workers (maybe 5) were in the back, 7 people were waiting. How would you rate them? read more

Do not go to this Verizon. They tried to upsell us to get a "free router" and "free Apple Watch" but then said we would be charged up front and credited back over the next several months. Total scam and not what we agreed to. They kept us there for almost 4 hours, no bathroom and give you a document where you need an attorney present to understand. We said no, we don't want them after all, take them off, never left the store with them and then they charged us a restocking fee and continued to bill us for the numbers anyway over the next several months. The fires happened and we could not retrieve our bill. They never took those lines off and added 5 more ghost lines (in addition to our 7 lines we already have) that we never signed up for. Crazy. Should have known because I took my 81 year-old mother-in-law in there the month prior, she bought her phone outright and they put her on a one dollar contract for each month against her wishes. This is a very shady store. Repeated phone calls to Verizon telling us to go back to the very store that cheated us in the first place. We need a class action. Happened to anyone else? read more

Dealing with this Verizon store has been a nightmare! Beware and read this review before using them. First off, they are not an official Verizon store, they have their own fees and charges (most are hidden). Ask up front before signing anything! I tried uprading my phone here, little did I know they charged me for 4 accessories and told me it's required to purchase 4 accessories with any phone they have in stock. (Wouldve been nice to know this up front). The phone they gave me did not work, was NOT connected, and I had no choice but to return it. They have their own fee for "set up and go" which means the phone is supposed to be working BEFORE you leave the store - this never happened. The fees still have not been refunded. They also ordered a device on my plan WITHOUT my consent! I felt completely deceived. Returning these items were even harder, this completelt messed up my account with Verizon. I was assisted by Melvin, and the store Manager Jennifer (extremely condescending and unprofessional). It's been a nightmare getting this unauthorized device removed from my account, im still dealing with it months later. Im still getting charged $800 for a device that was NEVER authorized, im still trying to get this refunded, and its been several weeks. I also tried reaching out to the district manager, no response. This business only cares about 1-thing, selling you products you don't need! Very deceitful, will never come back here againh. read more

Wow, two employees on shift on a weekday during daytime and they work like DMV staffs! Actually 3x's slower than DMV, no acknowledge to customers who have signed in and don't seem to care for any sort of customer service! If I really didn't have to be here, I wouldn't!!!! This won't be my store on my next visit. Verizon corp, you really need to put these chain stores up to par if you care of your branding! read more

I had to dig up my old yelp account to write a review about these bums. I don't write reviews, but they are so deserving of a sh1tty review I had to do it. My daughter is on her step dads phone plan. She needed a new phone. I was assured by a rep that I could buy the new phone for her and pay everything upfront so his bill wouldn't change at all. We were told we needed to wait a week for the promotion (trading her old phone in) could be applied. Then it changed to us needing to wait a month before we could make the full payment. This seemed really weird to me, but ok. I went into the store today and was told that I couldn't pay the phone off, and that I could try to call customer service. I had them call because I knew CS would direct me back to the store. On speaker phone CS told the rep that since we were out of the 30 day window, no changes could be made. WTF The store manager and the store district manager said sorry, but there is nothing they can do. Between my daughter and myself going into the store and getting the run around, we have spent hours dealing with this. If you go to this store, they may tell you one thing, and it may or may not be so. And if they are wrong, you will not get compensated for their errors. Well....other than the opportunity to hang out for hours inside the store waiting to be helped. If the next closest Verizon store was an hour away, I'd suggest going to that store. Trust me, it will save you time. read more

So I went in with my sister-in-law to buy a screen protector and the store promised no bubbles and the screen would be flawless. It was flawless. But 1.... I reiterate it's ONE screen protector... it COSTS 71$... once the screen protector is on ... you have to PAY. No prices on the package: I'll admit we should have asked BUT REALLY??? 71$?? That's just HWY ROBBERY... they should be shamed!!! Buyer BEWARE. As you all know on Amazon it's 10$ for 2 screen protector... SHAME ON YOU read more

Literally the worst service ever. All they care about is sales and I literally feel like I got scammed and if I can't go back to my old plan with Verizon I'm going to lose it already. Anytime you go you wait over 30+ minutes and they don't even know how to do their job properly. The manager Jaime assured me my bill was not going to increase and sure as shit it went up and I lost the promotion I was on. This is absolutely ridiculous. read more

Absolutely amazing service from Wesley. I have never had such good service from a provider.

Placed an order and chose what Verizon calls "Express pick up" at this store. All they needed to do as a store for great experience is be welcoming, clean and helpful. - I was acknowledged when I entered event though they were working with other customers. - the store was clean and appeared to be organized All that was left is for someone to deliver my pick up and that's when it all fell apart. I was approached by an employee and I shared that I have a pick up and didn't get the ready email yet and I was in the area so I wanted to see if maybe there was something delaying the pick up(I placed the order 3hrs prior). The employee asked if it was the white titanium iPhone 15 (which I thought was a little weird as I would think they would ask for the order number). The employee then stated that they had sold that device to another customer... ok weird again. Thinking that there must be a reasonable solution, I asked what I should do. The employee stated that I must cancel the order and place it again I went to my car and realized that I can't cancel the order because it was a bundle with another product so canceling would cancel the promotion. I contacted Verizon and they confirmed that not only do I have to cancel, I have to then wait a week before placing the order again. Helpfulness I realize there a couple of systems that failed here but why is this store even on the list for pick ups if they don't honor them? On top of that, offer no helpful solutions or even ask for more information about my order before tell me to cancel it. Multiple Verizon reps even tried calling the store with no success. I also looked on Yelp and found I was not the only one having issues at this store. After 1 week of calls and text chats, I still do not have the device I ordered. However! I did finally get a rep on the phone that was able to correct the promotional issues and order the device. I obviously chose the direct shipping method this time. Had I chosen that on my original order, this review would not exist and I would received my device days ago. read more

I wish I would have read the reviews prior to coming here! I was sent here by another location in San Marino because they said they had the iPhone 15 pro max in stock. I walked in to THIS location and asked if they had that specific phone in stock, they said yes and to wait for my turn. I waited for about 45 minutes and the manager Jennifer started reviewing my account. I was honestly relieved to take care of this because I had spent a total of 3 hours waiting to get this taken care of. she goes to the back and this guy JOHN comes out with the phone. He tried reallly hard to pitch me the internet and LIED TO ME saying I would get the trade in credit if I purchased the internet (he pretended to be on my side and told me I could return it within 30 days) BS! So I told him that I was already PROMISED 830 in trade in credit regardless of my device damage. AS IT STATED ON THE SIGN IN THEIR ENTRY!!! Anyway! So since that didn't work he proceed to tell me that the iPhone is like the PS5s and could ONLY BE SOLD IN A BUNDLE FOR AN ADDITIONAL 299!!! F(the bucle included screen protector, charger, etc.) I felt cheated, played, and my time was wasted. They could have promotional signs, or anything to get people not to waste their time! Oh, and I noticed several geriatrics being serviced here and can not help but think these REPS are taking complete advantage of them! read more

This place is a scam.this third party company do anything to charge you more. Be aware guys.the sales lady (jackie r) Told me protector were part of my order.but at the end she charged me $69 for this protector( worth only $10) its crazy. And another $35 in store fee.they put activation fee in my next bill.dont come here guys. Do it another place or online, you can save a lot of money.i went back and she said she never said protector were part of it. Crazy crazy DONT COME HERE read more

So I had signed up with Verizon and from the beginning the personal made so many errors to my plan that I just stayed away from this location till I recently had to make some changes and had to personally come in and many changes have been made with location and personal. I had came in and was assisted by Manager name Jennifer and she was super helpful and help me out with my plan needs and understand more on my plan. This time around I was pleased when Ieaving Verizon store. Thank you Jennifer for being so helpful. read more

This Verizon franchise might be large and look nice (both inside and out), but the service here is horrible! We made two visits. During the first visit we ordered a phone and was told that it would be in within 5-7 days. 10 days later the phone hadn't even been ordered yet! We were notified almost a month after our first visit that the phone was finally in and we could come pick it up. We set a time to do so and arrived promptly at the set time. We were told that we would have to wait 20 minutes because it was in the safe, which had a time delay. WTF? We had just told them that we were on our way and would be there at the set time - they should have started the process of getting the phone out then! Incredibly unprofessional! We had planned to make a quick stop on our way to another meeting - which we ended up being late for. Also, we were flat out lied too about the discount for the phone! We were told when we ordered the phone that there would be a $400 discount. When we picked up the phone we were told that we needed to add another line to our plan to get the discount. Why the hell would we add another line? We made it perfectly clear when we ordered the phone that it would be an upgrade for an already existing line. And since when did they start charging to transfer the phone information? $40!!! Screw that - we did it ourselves (safer that way anyway since we saw them using their own personal phones to make calls to customers' phones to make sure that they transferred). read more

Wes gave me great service. (I made an appointment, so only a brief wait.) He let me know as soon as the item I needed had come to the store, installed it in the car for me, and answered all my questions about using my recently purchased iPhone. read more