We have shopped at this Verizon Store before, and had GREAT service. We went in on Sunday and had poor service. I was looking at either an iPhone or a Droid-based phone; I hadn't decided what I wanted, but I knew the features I needed in order to make the phone work for my life. We walked in and it wasn't very busy. We were barely greeted by the 10 black-clothed male sales associates. They didn't smile or welcome us to the store. We started walking past the cadre of unhelpful associates when one came to talk to us. I told him I was interested in looking at phones, he asked me what I needed, and I started listing the things, the first being "email." He grabbed onto that and said I needed an iPhone. Here's the thing, setting up email on the iPhone is pretty simple. What I ALSO need is Google Calendar integration. We asked him how we could ensure that my calendar, my husband's calendar, and our joint calendar (three different google calendars) could be integrated. He said he wasn't "techy" and didn't know how to do that. He sort of offered to find out if anyone else could help, but somehow that didn't pan out. Then I said I wanted to look at the Droid based phones. So he walked us to the 4G phones and proceeded to tell us that the battery life on the phones were not that great, but they were faster phones. Then he said, "All these phones are about the same, and there are a lot of them, so I'm just going to let you check them out." He didn't continue to find out what I was looking for in a phone, and he didn't really try to explain the differences between the various phones. After a few minutes, he came over and told us about the new Droid 3. He was still pushing the 4G phones, but I told him that the faster processer didn't really make up for the poor battery life, especially since that's a problem I have with my current phone, the Palm Pre Plus. Then he said, "oh yeah, the Palm Pre is really popular with soccer moms." I'm 30 years old and don't have children. He continued to try to sell me on the 4G phone, and I repeated that if the battery life is poor, then it didn't matter to me if it was faster. He didn't try to show me the difference between 4G phones and 3G phones in terms of battery life (I mean, if it's only 30 minutes difference, then that's a different situation). Then he walked away. At that point, I looked at my husband, who wisely suggested we go to another Verizon store. On the way there, we decided to go to a Apple Store instead. So I bought an iPhone from them. More than anything, I'm so disappointed that he didn't try to understand anything about me, or even listen to what I was saying. He wanted to sell me an iPhone, but he didn't know enough to answer the questions I had. read more

This is now my favorite Verizon store. There is an employee there named Jesus and he was the most helpful Verizon rep ever. I had gone to exchange my phone and he made the process super easy and was very friendly. I was in an out within 15 minutes. He was fast, knowledge and very helpful. Made the experience very pleasant and now I will only go to this Verizon store. read more

I had the pleasure of being helped by Lynneisha Charles! She was patient, and took extra time with me to be sure that I was a happy and satisfied customer. She had an impeccable attention to detail and was very curteous. I had a great shopping experience, read more

They were fast and assisted me with making sure I got the lower price regarding buying the phone outright or monthly. Also didn't hold back in telling me I was wasting money by having a 3rd line I wasn't using. read more

Anthony was terrific. Went to get my mom a new phone and change another phone. Anthony was helpful and thorough. Really good experience. Thanks Anthony! read more

So- I had called Verizon corporate and they noted on my account that I have an early upgrade and would be able to get a trade in for my iPhone. They recommended that I go into a Verizon corporate store to trade in my phone and to do the upgrade... So I made an appointment at The Burbank corporate store. I regret even stepping foot into this store!!! I was met with the Sales Associate Julio who was going over the notes from my account. He was not able to help so he had the store manager review the notes. Hannah the store manager could not have been any more rude and absurdly cold with us. She said the notes that corporate put in my account don't mean anything to the store. She would not give me my early upgrade and refused to trade in. No kindness, no customer service whatsoever!! She pretty much wanted to wrap things up and send us home as quick as possible- not look at other solutions or to call corporate to confirm everything. I've been with Verizon for 12 YEARS!!! Hannah the manager has to be fired for her horrible customer service- she does not represent Verizon well AT ALL! Now I'm looking at T mobile plans.... read more

I really like coming to this store to purchase all my phones. I LOVE their service and my MOM && I have been clients of this store for many years! My last time I purchase a phone was just a couple of weeks ago and the service was quick and easy. I recommend all YOU GUYS out there looking for a phone store to come visit Verizon Wireless in BURBANK! read more

I had a really hard time with the manager of this store because he was repeatedly telling me my upgrade was impossible and i could not get the iphone 6 no matter what i did and he was very dismissive, but i talked to an employer named Philip and if it werent for him my daughter would not have a phone. He is very very nice and knows what he is doing, he cares about his service and what you need. If i ever go back i am only speaking to him to avoid wasting my time! If you want something done speak to Philip. - Arlet read more

Got the new Samsung Galaxy 6 and vanessa helped me out so very well and answered all my questions, they made sure I wasn't confused at all, thanks you verizon! read more

I guess I came in at just the right moment in time and space, lol, since I was waited on immediately. I only came in to have my little screen protector on my smart phone (Samsung Galaxy 4S) changed out. I have these sheets of clear plastic with adhesive to put on the display screen and it was time for a new one to go on. Ryon did it for me right away and I was so appreciative, since I hadn't purchased the phone or the protectors at this store. So it's good to know that I was able to go into a random Verizon store and get spectacular customer service. Ryon lived up to that., and I told the manager, and now I am telling Yelp! Good work, folks! Thank you very much again for helping me. read more

I usually have bad experiences in Verizon stores, but this time was totally different. Julio was professional, efficient and worked with us to get the best deal possible for replacing our lost phone even though we thought we had exhausted all of our options. Very pleasant staff and excellent choice of background music. read more

We visited this Verizon store because we didn't want to use an "authorized dealer". Upon arrival there was a minute of confusion as all the associates were busy. However, someone quickly informed us he would sign us in and told us there was one customer ahead of us. Our name was called within 5 minutes. Our representative was Dorian and he did an excellent job. We originally asked for the Samsung Galaxy S8 (we don't usually need the latest models) but they only had one in stock. We inquired about the S9 and Dorian very patiently explained all the differences and the difference in monthly cost. We decided that the extra $4 a month was not a big deal since we keep our phones until they die. Dorian was very clear about what accessories were available and we were able to make informed decisions. We highly recommend this store and especially Dorian. By the way, no loud music and no rude associates were found here. read more

Usually come in with no problems and wait for about 10 mins for a rep to speak with me. This time a rep "checks" me in using their tablet and lets me know someone will be right with me. 30 mins later after this rep repeatedly passed by me i asked another rep how much longer it would be. This other rep asked me if was checked in and i told her yes and she helped me right then and there. I don't understand where the miscommunication was, store was not busy at all with plenty of reps around. read more

This place sucks. We went in to do a phone swap for our business. We needed the contacts transferred to the new lines and for a few phones to be activated. We realized the next day, much to our chagrin, that the contacts on the phones had not been transferred and we discovered that one of the phones was receiving calls made to a completely different phone number as well as the one it was assigned (a phenomenon I did not think possible). When my mom went in to get the situation straightened out, they charged her 20 bucks per phone to have the contacts transferred. they told her it was the store's policy and that there was nothing they could do. The only reason I'm giving this place two stars instead of one is the selection and the few employees that are polite and helpful. Avoid avoid avoid. You're better off braving the traffic and going to the one in the media center. They're far nicer than these b-holes. read more

I went in with little hope of getting a new phone at a decent price. I lost my phone, with no insurance. However, Abby was extremely helpful and gave me some really great alternatives. It was kind of a long wait to be seen, but I am very glad I did. I have a new phone and it didn't cost me and arm and a leg. I also got some pretty cool accesories. Thanks for making this an easy transition for me. And I also have insurance now:) read more

I recently visited this location and was a returning subscriber, I walked away from Verizon for about 3 days and went running back. I had the BEST customer service at this location, Erika took EXCELLENT care of me and all of my questions and needs...she even was EXTREMELY diligent and pursued every possible avenue to retrieve my old phone number. She was told SEVERAL times by many different people it couldn't be done, this didn't stop her and she FINALLY succeeded. She found the right person in the IT department over the phone and I was given my old original number back. I will return to that store for any future Verizon Wireless needs and I highly recommend them. read more

I have been coming to this location for several years now. There is nothing special about this location, but also nothing terrible besides average wait times. This is a corporate location, so you don't need to worry about getting scammed like you do with "authorized retailers" since Verizon customer service will be able to help you with any transactions completed at this location. There is almost always a long wait. They always have a lot of staff on hand, but it always takes longer than you would expect. You will most likely wait a half hour to an hour before someone can help you if there are a few people ahead of you (like 3-4). Overall, the staff is nice but they tend to be pushier than most locations. I recently purchased a new phone and I turned down over 10 upcharges by saying I just wanted the phone and nothing extra before they handed me a magazine of useless add ons and told me they don't like when people leave without any accessories. If they didn't spend so much time up-selling, the wait would probably be shorter, just saying. The staff is pretty knowledgeable, but I would highly recommend doing your homework online ahead of time, as they are not the most competent associates as a whole (some are great though). TL;DR It will get the job done properly, but it's going to take a long time. read more

I had been an ATT customer for over 20 years. My daughter and I had recently visited the ATT store in Burbank to upgrade and the sales person was so incredibly rude, we walked out. I only went to Verizon at the insistence of my daughter and because my son had recently switched to them. SHANON at Verizon was AWESOME! He was helpful and kind. He let us know all the options available in detail. He was straightforward and honest when I asked his opinion about a product. He was patient and never pushed us. We were there almost 3 hours and he stayed with us the entire time and never became impatient. He made sure we had all promotions - $200 credit for phone, $100 each for switching, discount on IPad mini.... He set up all our gear even escorted us out! If you go the Burbank Verizon store, ask for Shanon. Thanks Shanon! You convinced me the change to Verizon was the right thing to do! read more

Although the wait was long, (it was a Saturday afternoon right at the newest iphone launch), when it was my turn, I had the pleasure of working with Jeremiah. I never felt rushed, he explained all my options, and stayed with me while my data transferred from my old to my new phone. Made sure I had everything I needed, and when he discovered he had made an $10 error in his estimate, he got the supervisor to credit me the $10? I felt like he knew what he was doing and I was confident I got the best deal he could offer me. All in all a great experience. read more

Maybe I just came at a bad time....... waited for about forty minutes(told it would be fifteen, but I know it isn't an exact science) and spent most of that time overhearing a conversation between the sales guy and a clueless couple who had no idea a dozen people were waiting while they discussed their vacations, restaurants, etc with the sales guy who would stop what he was doing to write down their personal information. The manager(who clearly has no idea had to manage anything!) wandered around and got involved with issues other than helping customers. He even distracted one of the sales people while he tried to learn about features on one of the devices. He doesn't know? Anyway, try to go when no one is there. read more

This place only is helpful when you are buying something. If you have an issue with your phone they brush you off. I went in and asked them about my phone being locked because for some reason the finger print scanner could not recognize it and the phone locked. The guy tells me right away, we can reset your phone and you will lose all the apps and everything else that you had on it. I said is that the only option? He said yes. I said let me try to remember my back up password. I was no able to remember it. So after several attempts the system prompt me to unlock with my Google account so I did and it worked. I unlocked it my self. I went up to him and told him that I unlocked it with my Google account. His response was, OH okay was going to tell you that. You see ! All they want is your money and not willing to help customers when they need help. Bye the way I got the Note 5 with car charger, screen Protector and a wirless charger . Came out to be Hundreds of dollars! and this is the service I get? I think after my contact expires i will look elsewhere. read more

THE BEST CUSTOMER SERVICE EVER!!! Thank you specifically to Vanessa Sosa, solutions specialist and the manager on duty Harmony, who were both professional, friendly, and went out of their way to take care of me after being burned by my old phone carrier Boost Mobile. From the moment I walked in the store someone greeted me and I was immediately connected with a sales associate named Vanessa. She was easy to talk to and very friendly. I told her exactly what I was looking for and what I had previously researched online about the deals that Verizon was offering. She showed me exactly what I wanted and although it would have been good, she wanted to ask her manager Harmony, if there was anything else she could do to get me a better deal and a better phone. When I walked out of there I had a credit for switching, a credit for trading in my old phone, better coverage, better customer service, and all I was paying was $20.00 more a month!! I have learned you can cut corners on other things but on your phone, which is my lifeline for personal and for business, not worth it!!! I am extremely happy and confident that if I have an issue it can be handled quickly and efficiently! So, if you need to switch providers or if you are in the need of a new phone, go and see Vanessa Sosa! She is fantastic as well as the other associates and the management!!! Can't say enough good things!! read more

I was very pleased with the customer service because everyone was so nice and helpful. Right when I walked in, I was greeted and offered help very quickly. Vanessa Sosa was very welcoming and she knew exactly what I needed. I came in the store for a new phone and she was very helpful with my decision making and gave me a lot of feedback on which would suit me. I was currently a Samsung user and I switched over to the Iphone6s just to try it out and see the difference and I love the phone. She hooked me up with a great deal on the phone, the case, and on the screen protector. She was just wonderful and I highly recommend her if you are in need of some great assistance. read more

Worst customer service ever. Recently I need to upgrade my iPhone 6 Plus to an iPhone 11 Pro Max and online I had experienced some issues and I received a text message telling me I could come to the store and they can help me with my issues. The manager, Fadia, texted me directly. After I got there, after half-hour of waiting in line in 110+ degree weather, she said I had to go online, which I already had done, and they didn't solve my problem in the first place which originated from me having technical problems online. After I insisted to solve the problem in the store in a very polite manner since I am a 15-year long customer, she called the security on me to give me an even more hard time instead of helping me. Both of the security guard and the manager, Fadia, gave me a hard time and stressed me out. I reported them to the Verizon customer service online, and they solved my problem and I was able to upgrade my phone online with ease and I experienced good customer service online instead of in the store. In my opinion, Verizon should choose more professional and polite managers for each of its stores to have the best customer service. Fadia and the security guard were very unprofessional and rude employees and they should not have a job in the store in the first place for Verizon, most reliable wireless phone company in the US. read more

I would give less than one star if I could. I took two trips to this store one manager I talked to, Lorena, at least seemed to understand their procedures and explained to me what I needed to do to get the new phone I was looking to get. Today I spoke with Carlos, another manager, who refused to speak to another Verizon employee who was working on my case. Carlos didn't even consider trying to help the situation he was rude and unprofessional. Take the drive a couple more miles to the Glendale Verizon. Pathetic. read more

I went to this store in order to learn how to use a wifi card. John G and Vic M spent a lot of time helping me with my computer and the wifi card. They were so wonderful and helpful, friendly, profession. It is so great to have this quality of customer service read more

I was very happy with the service. I went in with a connection problem with my computer that ended up being malware that was on the computer software, and they really took their time with me. I would recommend this store to others. read more

The manager Gerick was very helpful, got me an awesome deal on an iPhone that I wasn't even aware of! Now I have an IPhone4 with accessories at a great price! He even checked to make sure I was getting the best rate on minutes and text, now I have unlimited for only a penny more! I was extremely pleased with his thoroughness and I'll be sure to return in the future read more

I needed/wanted to go to this store to see about adding a line to my Verizon phone. I've been a customer for 5+ years. I get there today and there's a line around the corner for the iPhone 5 that was just released. I asked the woman at the door about it, and asked "what about those of us who don't care about the iPhone 5?" "You have to wait in line too!" I was told it would be an hour and a half. Would it be that difficult to have a separate line for existing customers to service accounts who have no interest in the iPhone 5? Either way, I left, went to the Magnolia location, which was less crowded but ALSO couldn't help me, because they needed some information from the corporate 800 number, and because of this iPhone nonsense, I was locked out. Thinking back, every time I've been to this store -- not just today -- it's been at least 20 minutes to get helped. No thanks. 1 star for you! read more

So after a long 14hour day of work my phone turns off completely after i drop it. I wanted to cry because i had over 3thousand pictures saved. However, i walk into the burbank verizon store and this kind and very welcoming young lady by the name of Mayra assists me with my phone. She just pressed two buttons together and BAM my phone turned on! I wanted to cry of joy because she made my day! Im glad people like herself work to sincerely help out a customer like myself. Thank you for making my day! She definately gave genuine customer service thank u verizon! read more

I decided to walk into a store because phone customer service had made so many mistakes with my account. It was a mess. I told the checkin person that I needed the best person for a difficult problem. She gave me Brenda, who solved my initial problem in seconds, and discovered my plan had been altered without my knowledge and was going to cost me $50 more a month. Brenda stayed on the phone with her support until she was able to get someone to document in my notes that it would be fixed. She gave me her direct line so I could check up with her in two days to confirm it had been fixed. Brenda would not give up until I was happy. I was very impressed. read more

Ryan helped me with my Moto X today. He was very pleasant, quick, knowledgeable, and went the extra mile to ensure I was satisfied. Thanks Ryan! read more

Just wanted to say went to Verizon in Burbank and Vanessa was our sales person .... she was fabulous and answered all our questions....we highly recommend see her in you are in area. read more

I had a great experience thanks a million to BB she's very knowledgeable answered all of my questions helped me and my daughter with everything and more. I appreciate your help BB would definitely make this my Verizon store see you soon. read more

We recently purchased an iPhone for my mother-in-law and Julio Romero was our solutions specialist, he helped us to pick the best option for her. It all worked out great and we are super happy with his customer server. Over all this store has always but good to us. Very friendly staff. read more

My husband and I were looking into smartphones and came in there with a TON of questions. Jenny was very helpful and took her time to work with us. When we finally decided to make the purchase, it was a few days later and Neil was there to help. He took his time, didn't rush us and helped us get the best deals. I would defiantly recommend seeing either one of them if you want a good deal and great customer service! Just recently, I had to go back to make an exchange on phone case and once again I was meet with great customer service. Julio was able to help and I got my new case without a problem. He went above and beyond to make sure I got what I needed! Thanks Julio! read more

We want to leave a special note of commendation for the outstanding customer service & trouble shooting that Colm, Solution Specialist at Verizon Empire Center, Burbank, CA shown us today. Professional, knowledgeable and exceptional. Awesomeness. read more

Went in today to retire my Samsung s3 for a brand new Samsung S6 in a champagne color as my sales guy Antoine recommended!! He was the best!! Super patient and friendly. Ladies and gents if you need a phone for your mom, sister, brother or your DOG, Antoine is your guy! He'll give you some great recommendations. 14 years a customer and counting!!! read more

Best customer service from Vanessa. Assisted me in choosing the best phone and accessories for my needs. When my photos took an extra long time to transfer, she was kind enough to lend me her phone. read more

I had the best all around customer service and experience today upgrading my phone. Shannon was the employee who helped me and he gave great professional advice and was very knowledgeable about all of the products. I am very confident that I bought the right phone and accessories with Shannon's help. Also very entertained by the employees dressing up and being good sports for Halloween. read more