Walked into the store Saturday afternoon at around 2 (March 5th, 2016) & was greeted as soon as we stepped foot into the doorway!! (First indicator of what our service would be like) the guy that first helped us set us up immediately with the sales (analyst?? I think that's what his name tag said) Vernon. As we waited for Vernon to bring us the new phone after talking over the plans, the manager came out & gave everyone in the store a cold water bottle from the back (Very impressive since it was a hot day & we were definitely feelin the heat) Vernon was amazing! He showed us two different plans & was attentive to all of our questions. My dad & I usually ramble but he patiently listened to us banter the whole time & even playfully chimed in at times! He was a kind person & really seemed to care about us getting the best deal & not just making commission off of our sale. We haven't had really good service at this store in the past so my dad didn't want to go. But it happens to be the closest one so we just went & we're really happy that we did!! I saw other customers being approached & asked if they needed help. Everyone on staff seemed to be working very hard & when Taylor swift came on, one playfully sang while typing on a computer. The atmosphere is fun, the staff is great, & the service is phenomenal! I'd definitely recommend coming back to this store if you've been before (& weren't satisfied) because everything has improved. Side note: as we were leaving, my dad approached the manager & told him what a great job Vernon had done. He was very proud & happy that we had been satisfied & I think that's a reflection on what kind of manager he is. Anyone that is proud of their staff's accomplishments is someone doing it right (& obviously he's doing it right because we couldn't have been more satisfied!) read more

I was a loyal customer for at&t for almost 10 years and my wife has an account with Verizon for last 14 yrs. I thought at&t has a worst customer service and I've decided to go with Verizon after that long. But what a huge mistake. Sorry at&t for leaving you. Verizon is nothing but lie and misleads and fake promotions. Make sure to not deal with DIEGO at this location. They tell you so many lies to earn your business and once you become theirs they don't even say hi when you realize what a salesmanship they use against you. The poor manager did his best to solve our problem but unfortunately DIEGO did an awesome job and there was no way to go back and fix his mistakes. Don't switch to Verizon from at&t if you have to don't go to this location. read more

This review is for Jeremy at the Verizon Wireless store Where do I begin? I had the misfortune of dropping my iPhone into a body of water. Devastated as I might be, my fiasco allowed me the opportunity to come into contact with the wonderful Jeremy working at this particular location! I had the particular fortune of being assisted by Jeremy throughout the entire process! to put it succinctly..My wife and I were very pleased with Jeremy and his ability to transform customer service into an art form! Jeremy's professionalism and his uncanny ability to build immediate rapport with his clients certainly made a lasting impression. Most of us would have to admit that we've had our share of mediocre service from companies in the past. However, some companies are starting to "get it." They realize that in today's competitive marketplace, consumers have a greater number of choices than ever. Therefore, it's important to let those with whom you do business with know that you notice and appreciate a job well done. As a result, such a commitment to great customer service by Jeremy is to be commended. You can be sure that I will continue to refer ANYONE we come in contact with to Jeremy for years to come. Providing personalized, unique, professional, high-caliber experiences for your clients will inspire loyalty, rather than depending on fancy ad campaigns or discounted pricing alone. Competition is indeed good for the marketplace! P.S. He is also an awesome Vet who has served our country with honor and valor! Thank you for your service! read more

Tiffany and Dez were so helpful. Because of their kindness and knowledge this will be our new Verizon location of choice.

I got iPhone 8 in here BUT my specialist ( his name is Fabian) was too much energy and too AGGRESSIVE. I hated it. I was trying to take my time to think about what plan I should get but he was explaining too fast and too aggressive once again. I was asking him questions but he totally answered different thing that I was asking him. I only see they just want to sell and once sold to customer, they don't care. Next time if I have to go to Verizon store, I rather go to different store. read more

AJ was a huge help and his followup was exceptional. There was a rude customer in the store and he and his colleague handled it in the best way possible. Thanks guys, I know working during covid is extremely challenging and you are handling it with professionalism and with a smile in your faces. read more

Absolutely terrible service! Purchased a phone less than 14 data ago which immediately had problems. Even after contacting support I had issues with the phone. I brought the phone into this store for an exchange since it was less than 14 days. Manager Diz refused to actually help and replace my defective phone. The instruction that I received: I need to see the problem as it's happening... even though I had documentation of communication with the support team on the occurrence of the issue. Having had service with Verizon for so long with the service guarantee being asked to bring in my phone at the exact second of occurrence is not acceptable. Stop in the middle of work, drop everything and run to for this marvelous service... unacceptable! read more

Their sign says 7 people can be in the store at a time. I came with my boyfriend because we both need new cases for our phones. There was no one in the store but they would only let one of us in at a time. So I asked about the sign and they said there can only be one person in the store at a time. I waited out side while 2 other people also came up and waited. After 20 min they were still looking for the case for my boyfriend's I pone 11. Other people were asking about the sign as well and they ended up letting people In in front of me. Why? I don't know. But when they finally found my boyfriend's phone case, they told him he couldn't pay cash and we both left. They were pretty rude. read more

After a VERY unsavory and inappropriate experience at a different Verizon store--where I was sold a defective phone--I was so relieved to receive customer service that exceeded my expectations. The manager, Dustin, contacted the other Verizon location on my behalf and made sure that I could return the faulty iPhone and get a full refund. Then, Jake helped me out with purchasing a new iPhone in a straightforward and pleasant manner. I definitely appreciated how well these guys listened to me and empathized with my situation. read more

Not accommodating, and charges and fees are ridiculous. With rates forr service so exorbitant you would THINK phones and accessories would be more reasonable.... OR free. I'm out the door. read more

Terrible Customer Service. I would never set foot in this store again. I've been with Verizon for over 15 years because their service is superior to the other carriers. But dealing with the store to replace something as small as a screen protector that they removed while trouble shooting my phone is unacceptable. The store instructed me to register through Zagg and get a replacement from them instead of swapping it out in the store. Going through hoops, waiting for a replacement while my phone is now unprotected is ridiculous! Stay clear of this Tustin store! read more

Dustin is great. Very patient and helpful even when the outcome isn't necessarily something that would thrill a manager. He is confident and easygoing under pressure and provides solutions to problems rather than being combative. read more

Came in to upgrade plan. Dizzy was great. He was friendly, attentive, efficient and gave me great advice and options. Was done in less than ten minutes. Thank you Dizzy! read more

Rachelle C. helped me and was super attentive and made sure my phone was in perfect working order before I left the store.

Best Verizon store - hands down!! Tyler - the Solution Manager that assisted me was incredible. He also has incredible hair. FYI. ;) Came in with my sister, brother-in-law and mother with a really annoying situation as well as needing upgrades. Tyler walked us through everything with the upmost respect and humor! Myisha was also a great help in assisting handling the situations. We ended up leaving with a huge belief in the company and all our issues dealt with with profession, curtesy and respect. Don't go anywhere else! This store understood our needs and worked to understand what we wanted. Thanks Tyler!!! Come here for all your phone needs!! read more

Pre Ordered the iPhone 11 Pro Max. The order was delayed so I cancelled my online order and decided to just go into the store. BIG mistake. Never would I ever go into the store again. Apple is really where I should have gone. So I called Verizon to get my Verizon Up rewards reinstated since they were used on the pre order I just cancelled. The cs rep stated that she could reinstate the device credit but that the accessory would have to be manually discounted in the store. I then called ahead and the store said they had what I wanted in stock but it was first come first serve. I arrived at the store and the person that checked me in asked for my phone number. I asked her if the phone was still in stock rather than wait for no reason. She said "I don't know so you'll just have to wait." Ok but my feeling was if it wasn't I would be waiting for no reason?? Long story short the store needed my Verizon Up code for the phone discount. The accessory code would no longer work for a ten dollar discount so the manager would not honor that. He didn't want the discount charged to his store even with cs noted it in the system. The rep was actually very nice but overall I ended up purchasing the Air Pods and a case. I had to wait another three hours with customer service to get a $10 credit to my account. They gave me the phone in the box unactivated. I ended up at home with a phone that did not provision on the network correctly. So all total I spent 7 hours on hold with Verizon where if the store manager had managed and done his job it would have been a simple transaction. I've been with Verizon since 2003 but this is absolute garbage. read more

Very bad Rep. They don't know what they are doing. Don't come here, trust me. Specially, lady name - Xinghe who did not listen nor explain to us. read more

Wanted to thank Kristin at Verizon in Tustin,She was awesome in a very difficult time i was going through just losing my mom...Her professionalism was AWESOME!!!!!!!!! She advised me on all the promotions that were going on and definitely hooked me up!!!!!!The store manager was also so kind and professional.Been with Verizon since 2001 and will be a life long customer,with employee's like Kristen needs to promote as a manager and i hope one day she will be running a Verizon store...... Thank you, Sue N. read more

They will promise everything possible just to sell you their equipment. Very unprofessional staff to work with ! Spent too much money for BS service and fake promises. Stay away . read more

I went in to buy a Tablet. I told Troy it was for my grandkids to use at home on wifi so did not need data. Received no paperwork & when I got home & printed it I had a $40 activation fee + $10 per month to use data (which Troy knew would not be used). Troy had told me about the $10 per mo and I said I will remove it like I did for my last Tablet and he did not say it was a contract which I could not remove for 24 mos. I also did not know about a $40 activation fee. This may be my naivete, but he knew I would not use data & did not want to pay for it. I went back the next morning with the bill & he then told me about the $40 fee & mandatory 24 months. Too late. By then I incurred $50 to return the Tablet. Should be clearer when selling if told data would not be used. read more

We just came into to this Verizon because my husband's iPhone stopped charging and Jake was the BEST! He took a look at his phone and realized it needed to be cleaned. He cleaned it out and it started charging again. He was so nice and helpful and we really appreciated his great customer service. If you go to this Verizon and you get Jake you will be in good hands!! read more

I went in today at 4:50 to see if I can trade in my family's phone and upgrade to the new unlimited 5g lines. I talked to a guy named Amal which I believe is a nice and unique name; Nevertheless, he told me that they won't be able to help me today with that anymore, and it was still 1:10 minutes left to 6 which is the time the store was supposed to close. Amal was just standing there and he wasn't busy with anything. I know how sometimes stores don't accept new costumers from maximum an hour before closing, but it was obvious that the staff just did not want to help people and were lazy. I explained that I wont be able to come back before Monday because of my college and asked him to please give us 10 minutes just so he could check if we're eligible, but I guess Amal just wanted to go home earlier today. I never ignored someone near to the closing hours when I was working in a restaurant last year and it probably takes a way longer time to close a restaurant... Very unprofessional and selfish staff. read more

Got my daughter a new phone and Patrick the manager was telling us about their tablet only $50 and it goes off our data package so ok got the bill he never mentioned about all the extra fees that where involved, called the support to argue with them about it they only credited me the activation fee for it again was never told about that either, next time need to call the verizon support to make sure there is not extra fees what a dam joke read more

I typically walk into Verizon Wireless stores with low expectations, but this time they just blew my mind. I'm going abroad to Asia soon and had a few questions about bringing my phone along, so I stopped by this location since I was in the area. I asked the sales rep a general question of how taking your phone abroad works before I got into any specific questions and her response was "Call 611 and ask for Global Services because I don't know". What kind of customer service is it when you tell the person you don't know a thing and that they should do the research on their own. Yes, I could go online and look but they should acquire the same level of knowledge as what's on the website. So in the end, that was useless and a waste of time. read more

Beware of this location at the Tustin district. These guys will promise you anything and and not deliver just to get the sale. Just make sure you have everything written out on your contract. The manager Tyler K. promised me a good deal on my upgrade and when the bill came, I was charged for what I was suppose to get for a discount. I went to dispute it with him and got the run around and then I spoke to him to clear things up, he denied everything and said I misinterpreted the offer. What a crock of BS!!! I have been a loyal customers for years but my contract is expiring soon and I will switch carrier for sure. I rather have mediocre service then support a company that doesn't hire employees with integrity. read more

I've been to this Verizon several times, and it never fails that I am always helped by the person that doesn't know how to do what I need to do. I have a pre-paid plan. Today I wanted to upgrade to a smart phone. I walked in, having done my research, I knew which plan and phone I wanted. They tried to "save me money" by having me do a post paid plan because the phone was cheaper. They ran my credit and said I qualified and would save $50 on the phone. They were in the mist of doing the switch when I said to stop because we hadn't discussed the rate for the new plan. The plan I wanted (unlimited talk/text and 1gb data) was $60. That's $10 MORE than the pre-paid plan. I said I wasn't interested, so they proceed to upgrade my pre-paid plan. After being there an hour, I was told that they didn't have the phone I wanted in stock, but I could go over to the spectrum store. Unfortunately because it's a pre-paid plan, the window to make changes is small. They did tell me that I could go to Target or Walmart and get the phone, which I could, but then I would have to come back to have them activate it and transfer my number (which didn't occur to them), besides, I just didn't have the patience to waste any more time there. read more

Marcos helped us out today. He's very friendly, fast and courteous. Great store! Not sure why they have such low ratings. Hidden gem :)

One star is even much. Very rude specially the new manager from a month ago. I am new customer and the first time I went there this manager wasn't there and everything was smooth. The second time I went to buy a prepaid phone for my father and he basically assigned me to a trainee which took her just 30 min to look up my account and when after an hour later I went to complain, he was like if u f Don't want to wait u can leave. I am following up this matter with Verizon customer service as well but just wanted to leave a feed back here as well. Just drive 5 more min and go to other Verizon near main and 405 but don't deal with them. Unfortunately, I really like Verizon service and will be staying with them but looking forward to see this branch close or manager gets fired. read more

This is the worst verizon store I have ever been to. The customer service is horrible. They don't know what to do. The managers don't know what to do. I had to call verizon corporate to get them to return my item. I think verizon needs to get their employees re-trained. I will switch after this unsatisfactory experience. read more

Ridiculous. Beware iPhone buyers. If you're looking to upgrade to an iPhone, call the official Verizon phone number to do a stock check. I did exactly that when my friend was upgrading to the 5S a few months ago. The sales rep straight up said that they did not have anymore iPhones in the back, which left us confused. When we explained that we had called and verified that there are was a bunch of them in stock in their store, he looked startled and annoyed. The employees here need to realize that if they want people to buy into their business, they have to earn it. read more

this location is huugee...they have so much open space in this one and it seems like they need more phones just to fill the space... they got about 50 people that work here...and they are all really nice...the one guy that helped me was very courteous and professional...he got everything done in less than 10 minutes.... i love it when you get good customer service read more

Walked in for a prepaid Verizon Wireless USB data connect card. Sales person told me they have never had it in stock. She also added only 2-3 people had asked for it in the last few months. I found it in stock at Best Buy, Fry's Electronics, and another Verizon store at the Spectrum. Why don't they carry it here? Even after other customers have asked for it... read more

I've gotta say, I had the same kind of experience that Yelpers Donna and John did. I wish that I could laugh and say that it was all a comedy of errors, but sadly, it was just a totally underwhelming experience. The Lowlights: - Sat / hovered in the lobby for 15-20 minutes without any of the associates acknowledging our presence or mentioning that they would be with us shortly. - My guy mentioned that his battery was draining very quickly after a few hours from fully-charged and non-usage, and the employee's solution was NOT to fix the NEW phone, but to try to sell him a battery extension pack. - My guy told the associate that his 4G was intermittent at best, and his solution was to 'wipe the phone' and 'restore to factory settings.' Never mind that he would lose all his contacts / information. - Associate fiddled with the phone settings for a half hour after my guy told him that he already went online and tried to trouble-shoot every possible aspect. - Associate also made him log on to G-Mail to see if his contacts were there even though my guy clearly told him that they were not. - Associate didn't even ask for assistance. Unhelpful, Inattentive, Unknowledgeable staff. Wish I had better to report, and trust me, I was looking for a reason to toss in a 2nd star. Sadly, I didn't get one. read more

Incredibly slow service, or lack thereof. After a REALLY long wait we went up and asked what was going on and they suggested just calling. So, just don't even bother. read more

Horrible after hours service. Waited 45 minutes on hold. Web site very hard to email feedback. Pretty clear they do not want to help customers read more

Rachelle C. was a life saver in helping me navigate the challenges that came with my phone (and wallet) being stolen. I can't say enough great things! It's employees like this that have kept me with Verizon for the last 20 years. Thank you Rachelle! read more

Horrible customer service. I think Lawrence is playing with the waiting system to keep customers in the dark about how long they are going to have to wait. Lawrence manually keeps names so customers have no idea how long the waiting time will be. Probably makes his store statistics look better too. He just deletes all names from the automated system after a minute or two, and then tells Verizon how great customer service is...NOT. About a 40 minute wait when he told us we would be served quickly...and then lied and said he told us it would take 30 minutes. Both my son and I know what you said. Why does Verizon install an automated customer waiting system when this store just chooses to totally override it and keep customers in the dark about waiting time. You call this customer service? Phone service was similarly abysmal with salesman S. I won't go into it, but you need to think about treating the customer right, S. Especially when they have have five phones on an account and always pay their bills right on time. No need to treat them like deadbeats. Take a little initiative rather than moaning about your regulations and how you don't want to get reported. Never had a problem like this before. Turned a decent day into an unpleasant one. All to get a nice phone as a reward for my son. Miserable experience. I will never go back to this store. Irvine has always been fine for us, only today, they didn't have our phone. But honestly, I have to think twice about Verizon after this. read more

I finally decided to get a new phone, Samsung Intensity 2. This phone is on sale at Radio Shack for $79.99 plus receive a$20 gift card. I called the Verizon store and asked about the cost of the phone, which they say will match the price but no gift card. I asked them the difference between getting it with the Verizon Store vs. Radio Shack. The sales person at Verizon told me that I wouldn't get the service from Verizon if I get it from Radio Shack and I would have to deal with Radio Shack on any problems/help with the phone. Don't know if that is true, but thought since I am with Verizon, and that they always have lots of rep. to help there. So, I decided to go there. So, I am ready to pay for the phone, they charged me the tax on the "retail price of the phone" of $279.99 even though the prepaid phone listed with a sticker of $99 or $79 for the match price at Radio Shack. After a few exchange that I wasn't happy with being taxed at the $279.99 and that I changed my mind. They said that they already went through the process and it will take a while to undo, in the mean while, they still saying that it is what they have always charge on the retail price tax and that is how it would be if I were to go to Radio Shack, and also, that is just the California tax law that they must tax on the retail price of the phone. Still unsure, the manager offered to take off $10 more for the phone to bring it to $69, but I am still taxed at $279.99. After paying for the phone, I told them I am going to check with Radio Shack to see if they would be taxing me at the $279.99, and sure enough, I would only have to pay tax on the $79.99. Even though it was only a few dollars more with Verizon Wireless, I felt that the people including the manager are dishonest on what they say to make a sale. read more

I spoke to Nagauma on New Years Day close to the closing hours. He was great and his service was superb, he literally went out of his way to help me. Every other store I have ever attended has been pretty crappy to say the least. I would definitely recommend this store to anyone, and will only be coming to this location for my mobile services. read more

Went to Verizon store in Tustin marketplace and did not feel like I was being helped, and received horrible service. Decided to come to District Verizon store and saw a complete 180, Rachelle C made me feel very welcome and had everything situated quick and painlessly. Best phone buying experience ever. read more