unprofessional, zero knowledge, of their duties...very rude, The manager is covering their employees mistakes, instead of apologizing and correcting. Very unwelcoming store. Employees have no knowledge of what their doing. the manager is asking me to leave the store without any cause, the corporate should review this issue. Verizon is a big strong store , this kind of employees downgrade the company stock.... read more

Looking through some of these negative reviews I understand from past experiences how unfriendly the service here can be. But alas, I have found a diamond in the rough! That diamond is named Melissa. I can tell you that Melissa knows customer service. She was A) Friendly B) Patient C) Super Helpful & D) Super Knowledgeable. Oh, and she works magic! I brought a phone in previously that had a dead screen and nobody even bothered to try to get anything off of it (pictures etc.) but she did. Those pictures would have been lost otherwise because I hadn't backed them up. She went above and beyond to meet our needs and made sure that we were completely satisfied before we left the store. If all customer service representatives were like her the world would be a better place! My advice to Verizon, CLONE HER! Or make a concerted effort to hire more employees like her. Better yet, promote her! Maybe then your ratings will go up! read more

Hate this store worst service, worst employees. Worth just doing all this over the phone if you don't mind the shipping time.

By far the worst Verizon store. Super rude and condescending sales person. I would have walked out but I didn't want to spend more time in another store after waiting 15 minutes to get helped here. I ended up purchasing a $50 phone case, but the sales person decided to keep the instructions and screen protector for my Otterbox case. Really, that was his revenge after I complained to him that he doesn't need to be condescending to me? Ugh... read more

If you are talking & breathing they'll hire you. Apparently they should fire the person hiring incompetent, lazy, good for nothing personnel. I walked into this store the female taking down the names asked why I was there, so I told her I want the iPhone 7 plus Jet black 256 GB. I was very specific,(NORMAL COMMON SENSE PERSON OH LET ME CHECK IF WE HAVE THAT SPECIFIC PHONE) she said ok you have 4 people ahead of you it will be approx 20 min I'm like sure. 45 minutes later one person down 3 more to go. So I ask a guy working if he can do me a favor and see if they have the phone I want 15 min later he said no we don't. I almost lost it!!!! He said oh they don't know the inventory I'm like I don't give a S*** if they do or not you made me waste my time instead I could of been with my family, and I didn't get my issue solved I was livid, called Verizon customer service told her what happened she said she was sorry, again told her I needed 7 plus Jet black 256GB, she's like yes we have it. (ORDERS REGULAR BLACK INSTEAD OF JET BLACK) Ran my card twice, one to pay off the remaining balance, the other to pay the taxes and fees. Security alert on my bank puts a stop to one of the transactions I approved the transaction. They didn't ship my phone I called them they said the transaction didn't go through,(NORMAL COMMON SENSE PERSON LET ME CONTACT THIS CUSTOMER TELL HIM THAT HIS CARD DIDN'T GO THROUGH) mind you this phone was suppose to be 2 day shipping. I'm like FML, I needed the phone that day, this is two days later, now it's Thursday, I told her you guys dropped the ball please send over night shipping she said no it was your bank, I'm like F**** you guys keep dropping the ball needless to say I had to pay over night shipping. Now it's Friday, I'm tracking my shipment all day through FedEx, my wife was at home, never had anyone knock, so this F**** FedEx guy said he couldn't deliver my shipment because there was no one home. I'm couldn't believe what was happening. He never showed up he falsified he was there. Didn't leave a note he never showed up, I get an email saying we'll try on Monday. I know FedEx is not related to Verizon but they used them, so they should use a competent company to deliver. The worst experience of my life through Verizon, I hope this reaches corporate so but they may be walking and breathing too, no common sense. read more

Oh here we go!! Yet another store that needs customer service training. I went in here because my new IPhone went blank during an upgrade and initially the guy who helped was great (it was 10am and I think I was his first customer so maybe that had something to do with it) he offered me a brand new phone, went to the back and got the box out and was ready to hook it up. I was so pleased with how easy the transaction was, and then quickly disappointed. As he pulled up my account he realized I purchased the phone more than 14 days ago and the guarantee period, even though it was ordered online and the activation period was just 14 days prior, he still could not do it! I understood, completely out of his control. What I couldn't understand is why he didn't check this before going in the back and getting the new phone! But OK I wasn't upset, he asked me to call customer service and they should better assist me. I walked out of the store, called customer service and a rep told me to GO BACK and get a phone since I was WITHIN 14 days. So..there I went, back into the store pretty fudging mad at this point but still understood. I spoke with the manager, Alfonso. He was less then helpful, told me he couldn't do it and to call customer service AGAIN. Bottom line - I didn't get a new phone. I will never understand. Horrible customer service read more

This is a store of scammers and rip off professionals. My husband went in to simply get an upgrade. After looking at our account the sales rep ALEX said that my husband was such a loyal customer that he gets to choose 3 FREE items. My husband was unsure of this offer and didn't believe him but ALEX kept telling him everything was free and he wouldn't have to pay a dime. For FREE my husband received a Canary Security Item, a jetbox and a tablet. He also got the Samsung S7 for a $20 upgrade. ALEX assured him that he would email the paperwork with all of the details. My husband signed a receipt for $80.48 which clearly states a $20 upgrade plus the accessories he purchased. I never received the email for the rest of the devices that ALEX said was sent but we received our bill which had doubled. I immediately called customer service and she directed me on the website as to where I could find the receipt which I didn't even know you could do. We were charged for all of the items plus activation fees plus line fees. The receipt that I finally traced on our online account was a little over $800. Also the customer service rep asked if we had received the $200 gift card for turning in the phone. My husband said it was never mentioned about a $200 gift card. The customer service rep said it went towards the purchase of the Canary. I was floored by this and so was my husband. She called the store to see if the sales rep was there and to see if he would explain, well he told her that he never uses the word FREE. Once he said that I knew it was our word against his and there was no way we were going to get any results from the store. While going through this at work, one of our customers walked in and overheard me. He asked if I was talking about the Empire Center Store in Burbank, CA and I said yes. He told me he went in for an upgrade and when they received there bill it had a phone # that didn't apply to any device they had. When they called the store about it they said that he had received a free phone along with his upgrade. He did not get an additional phone. They told him the only way the line could be taken off is if they returned the phone, well there is no phone to return. So they are stuck paying $30 a month until the 2 year contract runs out on this fake phone #. I emailed the corporate offices of Verizon and they are going to work things out with me but this was a nightmare. read more

Worst Verizon store experience ever, and I've had some pretty bad ones. I'll keep it short and simple: Apathetic and incompetent employees, crowded, only serve "newer" customers looking to open a brand new plan and ignore existing customer issues. The gentleman who assisted me literally rolled his eyes at me, and I overheard him chatting with a fellow employee telling me to fuck off. Just needed to swap devices and took over an hour to complete because they couldn't figure out how. Definitely never going back read more

OSCAR is amazing!!! The day before Christmas my phone charger died (actually it was the connection on the phone) and thankfully Oscar not only came up with a solution to have me walk out with a new phone BUT he took the time (above and beyond the call of duty) to transfer ALL my photos, etc to my new phone. He didn't have to do that (according to another co-worker of his). My dog is extremely ill and this might be her last Christmas and Oscar made sure I would have a working phone to capture all her memories PLUS the photos of her that I already had on my phone. He is a true angel and I hope he gets a raise or promotion or bonus days off! I will be calling the manager to let her know how awesome he was/s too. read more

I normal don't come to this Verizon store and must say that most employees are kind of snobby and rude, but now I have a totally different outlook I refer anyone that needs to go for anything to go here and ask for ANTOINE! He truly went above and beyond to help my husband and I when we he wasn't even making any money off of us nor did he push us to buy anything. We went in to activate and trade in our iPhone 6 Plus's for our new iPhone 7 Plus's that we had preordered and had came in the mail. He took his time did all the transfers and made sure our new phones were working and completely backed up before letting us leave the store. He also made sure our old phones were traded in at the prices we were promised months ago. The whole process was fast and easy. He was also very friendly and made small talk so we wouldn't be standing there bored. So I'm giving ANTOINE 10 stars! The fives for is for him also not the store. read more

Unfortuantely negative stars are not an option on Yelp. I recently went in to upgrade my device due to my contract being expired. My FIRST experience went well. I upgraded to an iPhone 6 and cancelled another device. The issue I have is during my upgrade process the sales associate helping me, Jesus was his name, assured me that I was paying my taxes when I gave them my credit card and $174 was charged onto it. Later to find out I only paid for accessories that I was told were INCLUDED in the deal. I asked multiple times if I would be charged for the accessories and the same answer was give, "You will only be responsible for sales tax." Which is what I thought was paid that day. Fast forward to next month I noticed the other device still had not be removed from my bill. Went back in and finally had it removed from my bill. Fast forward to the next month I receive my bill and it is double what I was told it would be on the date of my upgrade. I went into the store to get some clarification on the issue. I was helped in a fairly timely manner, 25min with one person ahead of me, and was explained my bill by a nice sales associate. Everything she explained to me made sense and she answered my questions. I still had the issue from my first visit of the sales guy telling me that the accessories were included in the deal. I asked to speak to a manager. Manager came over by the name of, NOS or NAS, not sure on the correct spelling. He was rude and disrespectful. He basically told me there was nothing he could do to resole the issue. He was quick to show me the return policy they have of 14 days. He said he could make an exception and return the accessory I did not want and exchange it for an in the store item. He also explained that if I had an issue like this and wanted to return an item for a refund I should have checked my bill. This is where I lost my shit. I upgraded my phone on 3/2/15 my bill was updated on 3/30/15 - 18 days. How was I to know what my bill would be when it had not been updated. I work in customer service and understand the value of meeting a customers needs. That being said sometimes there is nothing you can do but every situation is different and every customer deserves to have every option exhausted before they are told "there is nothing we can do." HEY VERIZON instead of being so quick to jump to a policy why not give your sales people a intro course on customer service. All that needed to be done is refund my brand new in package accessory for a gift card that I can apply to my monthly bill. Issue resolve and customer happy. NAS was an egotistic guy that had no idea how to handle a customer issue. All cell phone companies are rip-offs in my book but that is the day we live in. Cellular devices are part of our daily lives so you would think any way you can separate yourself from other companies would be a opportunity. Not in this store. I hope they read these reviews and I hope that I run into that manager again. read more

Will never go here again!! Horrible store with a horrible manager. He was so rude to me in front of other customers! Was not helpful at all, turned me away and didn't even try to help. I was told to go to a corporate store to change my phone, and this location is corporate and was suppose to switch my phone and he refused! Horrible service, I really hope they fire him. And apparently I'm not the only one writing a review complaining about the manager read more

The wait time was too long, but by luck of the draw I got Melissa Corona who performed brain surgery on my Galaxy 5, which is now greatly improved. She was very knowledgeable and able to communicate what she was doing extremely well. Very refreshing to get effective tech support. read more

I have had nothing but terrible experiences at this store! My day started out with a call to Verizon customer care where they changed a device on my account to a test device so I could use the upgrade on the line. (customer of over 10 years with 6 lines, over $400 a month bill, they are trying to help me out). Long story short the sales associate and the manager refused to give me what Verizon Customer Care promised me and accused me and other Verizon employees of being fraudulent individuals. This is the SECOND time this has happened to me at this store and I will never be returning at this point. Every other corporate location is more or less "in sync" with the greater Verizon Wireless customer experience but this store just feels like it is constantly trying to rip you off and do the least possible to stay in business. ZERO out of 5 stars, avoid at all costs. read more

Could understand why this place would get bad reviews, as parking is a mess and you have customers yelling trying to get their ways whe everything is written on the receipts upon purchase. I came in with a return from a different location and two male managers greeted me upon entering and gave me a couple options. I wasnt given a wait time but was offered water and a seat. My phone was exchanged and everything transferred. All I could say is be your own judge and stop listening to Yelpers with nothing better to do but complain about others. Tip: read your receipts and stop asking for handoffs. read more

I used to like this store until the Iphone 6 came out. I walked in to learn more about the Iphone 6 and ask questions. They only had the 128g model available and I wanted the 64g. Once the sales person learned I only wanted the 64g they would not give me the time of day since they could not make a sale that day. I wanted to ask operating questions and take the sample phone and see how they would fit in my pocket since I would order on the phone or online through Verizon. I think the manager needs to train the sales staff to understand everyone is not going to buy and I have been a Verizon customer since they started, first with AirTouch then ending up with Verizon. I felt they disrespected me as a long time customer and was very unhappy with this store. I believe it was both the manager and sales personal responsible for this. If Verizon reads this review I would have a long talk with the manager. read more

I read the reviews and braced myself for a challenging attempt to but a phone. Instead of being ignored or spoken to in a rude manner, I was provided thoughtful and helpful service through each step of the purchase. Cameron - the salesperson who took care of me - was enthusiastic without being pushy. He was extremely helpful and friendly. He was actually excited by the fact that the discount I would receive for my data plan (we've got 2 adolescent sons; of course we have a big one) would pay for my phone. He also walked me through transferring everything from my old phone to the new one. Being a bit of a Poindexter I could do this myself but I was still pleasantly surprised by his eagerness to have my new phone ready to go before I walked out. I could go on and on but I'll end by saying that if you go here and work with Cameron, you'll walk out very glad you did. read more

I walked into to the burbank location to cancel my business account I was greeted by a charming young lady named Mayra when I told her the reason for my visit she decided to help me herself. She was extremely proffesional and went out her way to help me out she offered a better plan and was able to save me money. She was the only reason why I decided to stay with Verizon. If you come to this location ask for Mayra I walked into the store extremely angry and left happy knowing that Verizon has employees like her managing my account read more

I just completed the 3 hour task of upgrading both of my phones to the iPhone 5s. One of these phones is an AT&T phone and the other is Verizon. I feel like I had the experience of a mystery shopper after having the opportunity to compare both companies as to their prices, ease of upgrade, employees, and service. I've come to the conclusion that VERIZON is the clear winner in all departments. For $100 less than what I paid at AT&T for the phone and a case, I left Verizon with the phone, case, car charger, tempered glass screen, galaxy tablet, tablet case, and tempered glass screen for the tablet. I also left Verizon with a lower bill for a better data plan (adding the tablet and switching to unlimited minutes), and most importantly I left Verizon with a smile on my face because the employee assisting me (Jeremiah) treated me like a human being, cared about my bill, and despite calling me m'am (which I detest), was a pleasure to be around... and I can't say quite the same for Raphael from AT&T. read more

If you're going to come to this store, definitely ask for Cameron! He is AMAZING and CHARMING! My father and I were greeted by him with the upmost respect. He answered all of our questions and helped us get the new Google phone! :) Great experience at this Verizon store! THANK YOU CAMERON, you're awesome! read more

Lynneisha the solutions specialist was amazing. She was very patient and took time to explain the situation with my sister's pre-paid phone and assisted her with moving all her photos to her new phone via Bluetooth. Much appreciated Lynneisha read more

I have been dealing with credit issue for almost 7 months now and still it hasn't been resolved/issued. I can't believe how one of the biggest companies in USA running their business. read more

1 hour to get a new phone. These stores never fail to impress me with their inefficient management.

Slowest verizon I have been to yet. Manager was joking around while everyone was waiting. Waited 45 min to watch someone come in after me to get helped first. read more

Verry good customer service. Glendale store needs to be trained by this guys. I was in and out in 5 minutes.

My experience at this branch is simply exceptional! Ryan Johnson is the sales rep helping me. He is very knowledgable on the products I want which are an iPhone, tempered glass cover and a UE Roll speaker. By educating me on these products, Ryan helps me be more comfortable on the decision I make for what I purchase. I appreciate that greatly! With Ryan's guidance, I have a few new toys and most importantly, a smile on my face. Thank you Verizon and a special thanks to Ryan! read more

We had to go in twice not because of the store but our own issues. Both times the staff was outstanding. Cesar, Rayvin and Muhammad, worked with us, explained things to us and we're incredibly patient. They provided us multiple options and packages without overselling. Overall I don't know how they could have done better. Especially since we took a long time. They never lost their patience with us they made us feel like valued customers. This is as much a thank you as it is a review. read more

I had a very disappointing service today at this Verizon store. The employee there that was supposed to be "helping" me was extremely rude. His name tag said Steve. I don't know what happened to basic customer service but he had absolutely no idea what customer service was. He was very condescending when explaining Verizon's different payment options asking questions like "I thought I explained that to you already" and "what don't you get?" I have NEVER felt the need to write a negative Yelp review on any business but looks like Steve was just too rude for me to ignore. If you want any real customer service don't go to this store because their employees obviously have not been trained on basic customer service. read more

as soon as my contract with Verizon ends I'm going to switch to another company. they are charging me $ 50.00 a month for the use of internet. a month ago I had the worst experience of my life! I purchased an iPad mini and the sales person offered me all kinds of discount if I had it connected to the Internet through Verizon. It would cost $ 20.00 a month! When I received the bill from Verizon, the charge was not what I sign up for. I was pissed and went back to Best Buy to return it! I couldn't. . People BE AWARE of those contracts. they don't tell you the whole truth! don't shop at Best Buy and check everything they are charging you before you sign the contract! P l e a s e! they lost a very good costumer! read more

I love this location, ever since one employee, John Hollingsworth took it upon himself to resolve an issue we had with Verizon. It was with the technical support that we had an issue and this employee in the store did not give up, he was on the phone with tech support from Saturday eveining around 6pm to Sunday afternoon. Now that is what I call customer service. This is the store all my friends and family frequent, because we have had nothing but great experiences there. Yes, you may have to wait a while, but you wait a while everywhere you go, life is about waiting. If you don't wait, then think about it, you may not get good service because they are trying to rush through your issue and all the other issues that come in the store. That would not be good customer service. I rather wait and have them take their time with my issue, just like they did with the prior customer and as well as all the others waiting. read more

Burbank and Pasadena stores are both inefficient. Too much gabbing among employees. A lot of employees seemingly going on breaks, in and out of rooms, poor customer service. Not enough employees. Same problem with calling Verizon. Long waits. read more

Oscar was amazing...He was extremely professional and helpful. I went into the store after having my purse stolen with my phone in it. I told him I didn't have too much of a budget to purchase a new phone. He went through all options with me and helped me get a new phone. I was in and out of there in 30 minutes. The wait can be long at times but at the time I went there, it was perfect. I also believe it's worth the wait. read more

Been to this location twice in the last couple weeks for my iPhone 6. Once to order and now to activate. Both times waited over an hour to be seen by someone. Clearly understaffed. Please hire more workers to keep up with this store. read more

I went to Verizon to try a new phone service I explained to them this was on a trial basis they said bring everything back within 14 days and you can cancel your service no problems no questions asked because I'm from out of town they have the phone sent to their store I showed up to pick up the phone it was out of the box ready to go the otter box case and screen protector already installed. Empty boxes were in bag. When I got ready to take back their was no phone box to put it in. Every other box was there. The charger, mophi, otter box were all there. So I go to store of course they say no box no return. I explained to them that I did not put the box in the bag or take the phone out of the box and there was no box they didn't seem to care so I left and I called Verizon customer service explain the situation they said no problem will send you a box and a return slip in cancel your contract the lady said there was no reason for the Verizon store to treat me that way that's pretty sad I think they're the largest Verizon store around I will never do business with them again. read more

This store is awful!! I tried to return a jet pack from the Santa Monica store that the woman sold me after lying that it would lower my bill. The Verizon person on the phone told me I could return it to any store and get refunded the 50 dollar charge I got. The first person who helped me told me he would charge me a 35 dollar restocking fee. I am 6 months pregnant and getting back to Santa Monica within the window would not be possible for me, so I asked to speak to a manager if he could waive the fee since it wasn't my fault I was getting charged for the jet pack. He told me I would have to wait. An hour later, after seeing the manager help numerous people, the manager tells me there's no way he could help me and that he told the salesman that right when he asked. Why couldn't they have told me that right away? I am switching back to at & t. I never had customer service problems like this before switching to Verizon. read more

Nicole helped us out and she did a fabulous job. She was patient and thorough. I had a very good experience at the store.

I'm ready to go to Verizon in Burbank again and I always ask for Julio. I've been going to him for years. I won't deal with anyone else. Julio knows what he's doing. He's very informative, patient and knowledgeable and breaks it all down for you so you don't feel like you're getting screwed. I know he'll always do right. Hoping to get my dad, who is on a fixed income, into the 21st century with an Iphone 6s so he can text and take pics like the rest of us. Fingers crossed that Julio can work his magic. :) read more

Went into Verizon 2day 2 pay my phone bill. As I waited I noticed there was a sale on all the Verizon tablets. Philip, a Verizon sales rep came over 2 help me. Needless 2 say, Philip was absolutely incredible with helping me & my girlfriend & daughter! He was very professional, super helpful & knowledgeable. Had a wonderful experience because of Philip!! Thank u Philip & Thank u Verizon! read more

Multiple horrible experiences with this store. Will NEVER go back! Always have to wait at least 1 hour to be helped. I have visited other locations and they had much shorter wait times. Issues: Contract was not explained (early termination, etc.); did not properly transfer contact info from old phone to new one (it's a nightmare to find anyone); poor customer service, they want to sell you products, but not deal with problems or issues with their products. Makes me want to consider T mobile! read more

I know that this location has received its fair share of negative reviews, but I wanted to take the time out to write about the positive experience that I received at this location. I went into the store to upgrade my phone and to buy an additional item. I was told that the wait time was going to be about 30 min but I only ended up waiting for about 15 min (but I would have understood if I had to wait 30 or so minutes because I would not want to be rushed when it is my turn). When my name was called customer service rep Jenn helped me, and I have to say that she was awesome! She listened to what I needed and even offered BETTER options for me. It wasn't like she was just trying to just make a sale and push something that I didn't need, instead she helped me get the best item for what I was looking for. She was very pleasant and gave me her card to call her if I had any questions on any of my purchases. I have been with Verizon for over 20 years and it's people like Jenn that makes me happy to be a Verizon customer. read more