Kerry helped me get a fantastic upgrade and some cool new gear for no money down and out the door! I really needed it since my phone memory was causing me grief! read more

The very best service!!!! Needed help to get a new screen protector and Scott was able to help we through the warranty process!!

Bait and switch. I went to this store to take a look at the new iPhone XS on release day as I figured this store would be less crowded than the Apple store. When I entered the store there were several employees playing catch with a football in the middle of the store. After looking at the iPhone XS I decided I wanted to upgrade to one and I told the salesman that I was interested in it, but Apple has a better incentive (up to $300 back on original payment method with trade in). I told the salesman that and he said that he would be able to match that offer, since Verizon could offer me $15 less than Apple's incentive. I said ok, that's fine, let's go ahead and do it. What the salesman refused to explain clearly was that the $300 was towards accessories ONLY. I was so confused when he kept telling me I had more money to spend on accessories - and they literally only had two phone case colors (clear and black) and I was FORCED to pick not only one, but three accessory items to get to that $300 mark. I kept asking the man why I have to get all of these accessories and he said it was part of the "price match". Who in the world wants $300 worth of overpriced accessories for their iPhone? Especially with such little selection? And especially when Apple will give you the money back on your original payment method- and he said he would match that offer. They also would NOT let me buy the phone outright, only with payments. Needless to say, he baited and switched me into upgrading my iPhone, which I refused in the end. I went to Apple the same day and walked out with exactly what I wanted and got the $300 back on my original payment method. read more

I started off in the Verizon store on Marron Rd with great customer service and wait times, for convenience purposes I changed to Verizon wireless in carlsbad village. Each time I have gone in and delta with Jeremy I have received a warm smile and great service. Unfortunately the last 4 times he has not been in and I have received either mediocre help, the runaround, or the latest being told they just didn't care. Granted, the last time I was already frustrated with Verizon as a whole, the data plan, their prices etc when I went in. I even forewarned the manager Ryan that I was not frustrated with him but with Verizon as whole. He told me he didn't care because I was being rude by telling him I was frustrated and wanting to leave Verizon that I threatened him. My explanation was that if someone had the attitude of actually caring, perhaps I would be less frustrated. In the end he did assist me and fix the issue, I appreciate that hence the 3 stars. It's a sad state of society that a company and/or its employees no longer care what their customers think when they have them locked into a contract. read more

most incompetent people i've ever met. walked in to pick up a phone i ordered online and it said it would be ready that day and i go in and the two men working there are sitting down watching family guy on an ipad together. i tell them i'm here to pick up a phone and they tell me my order is cancelled and that it's my fault for not calling then to check on my order???? if you're going to cancel MY order without my authorization then YOU need to tell ME it was cancelled. fast forward a few days, my order WASNT cancelled and they ordered my phone to their store and never contacted me that it got there, i had to find out from a different store. these people suck and have such a gross attitude read more

My representative was very patient and helpful, thank you Mr. Guzman. Great customer service. Answered all my questions. Left feeling confident that I purchased the right device for my needs. read more

BEWARE! I ordered a new phone for husband for Christmas. He went to store to pick it up, then decided he did not want the new phone and did not take it out of the store. Did not even open the box! This store sent a message to Verizon stating phone was picked up. IT WAS NOT! This is NOT a Verizon store! Only an authorized dealer. Do not trust them! We are now being charged for at $1,100 phone we do not have. Been on the phone several times to straighten out what we thought was just a misunderstanding. Verizon is having a hard time fixing this because store says we have the phone. Went back to store three times and they say it's a problem we have with Verizon. They REFUSE to help us! We believe sales person stole the phone! This is an on-going case. Is not resolved. If Victra can resolve this problem, I can change my review. For now... STAY OUT OF THIS STORE! read more

Out of the 4 years I've been with verizon this is my favorite place so far. This store has the best customer service by far. Keila spent over an hour patiently helping me with a smile. She helped me get a great deal on the new products. Best employee that verizon has! Great job! Thank you for all your help! read more

I would recommend to all Verizon customers to ONLY go to corporate stores, not franchise stores. The other Carlsbad location is a corporate store, the employees have better training and knowledge of their products and accounts. When this store first opened, it was the only store I went to. They had great service, made great deals, and were always very knowledgeable. Flash forward 3 years, the service is so bad. I've had two bad encounters here. The first one my dad and brother went in to get new phones. The iPhone 8 was out of stock, so they placed an order. My dad asked if the iPhone X was in stock, and they said yes so my dad and brother decided to get the X instead. The associate had to call over other associates to figure out if it was even possible to cancel the iPhone 8 order that had been placed, I don't think this should be hard since you can return the phone after you get it anyway. And the customer was trying to pay even more money. I went in with a Samsung s8 Plus I got on Amazon to set it up. The associate told me the phone wouldn't work on Verizon. When I told him I had just got the same phone for my boyfriend, who also has Verizon, and it had been set up correctly; the associate told me he knew what he was doing and it wasn't going to work. He also told me the SIM card cost $10, even though they are free at corporate stores? So I went into a corporate store, and they set up my s8 in under 3 minutes. So I guess he didn't really know what he was doing. There were several employees right outside the store taking breaks to use their vape pens by the door, and no one seemed very experience. For whatever reason, this store has gone downhill. read more

If you want damage insurance on all phones that you never ordered. A Hum added and activated to your account without your knowledge, two screen protectors for 49.99 each that you never ordered (who would?) a "set up and go" charge of 19.99 on the Hum you never ordered, internal phone insurance that you never ordered for all phones on top of the Verizon phone insurance that you never ordered, the credit for your turned in phone to be applied towards all these bogus charges, the tax on the statement not separated from the bogus charges in the sense that you can't tell if the phone credit went towards the accessories and products you never ordered. Or towards the tax. If you want to be told you can't have the 19.99 refunded for the set up and go charge on the Hum that you never ordered (and if you do order it they are supposed to install it in your car). If you want to be told your credit card was charged 242.00 which seemed excessive. But the sales rep assured me it was the tax on the phones. (It wasn't). If you want to walk out without one of the phones being activated or working. And then spend three hours on the phone with the Verizon rep and have to have the Verizon rep do a three way call with this store to try and help you. If you want to ask. Where's my receipt and be told you can access your Verizon account online and all the charges will be broken down. (There was no receipt in my account) If you want to have them email you a receipt after you complained to Verizon and spent three hours on the phone. Open the receipt and realize that taking into account they used your phone turn in credit of 211 and charged your credit card 242. You been ripped off of 453$ and the only honest charge on the bill is the tax on two phones and a phone case. If you want to look at your "first bill"with your new phones and plan and it's going to be 455$ after you already paid 453$ out of pocket and you have no money left. The $455 estimated first bill includes the Hum activation, phone insurance you never ordered, and other miscellaneous charges. By all means patronize this store! If you want to spend the next day (your day off) visiting the store again to try and get a fraction of your money back when you just spent three hours the night before on the phone with the Verizon rep. Please! Do! Basically if you feel you need to be humiliated, lied to, and ripped off. I encourage you to use this store to get your new iPhone! Or. You could just go to Costco or order directly from Verizon and feel better about your decision Update to one star. I called Verizon and they said these clowns put me on a more expensive plan without my knowledge. Verizon has to "save me as a customer" as this place had ripped me off and lied to me so badly. And. I returned the Hum I never ordered. And they didn't process it as buyers remorse. But tried to say I broke my contract and charged me $120 for early termination fees. This place is so shady I hope they go out of business read more

DO NOT GO TO THIS VERIZON. I have had quite the experience with this location. Long story short, my iPhone wasn't working without WiFi, we went through the process of a new SIM card for the phone which didn't work either so it then led them to convince me I needed a new phone (which I'm trusting was the only option still). While they put a new SIM card in, they had used a card that was connected to someone else's phone and I began receiving their texts. The card was pulled out of a drawer that seemed to have multiple cards not organized and SIM cards that are currently in use mixed with brand new ones. Today my phone stopped working just like before so i called *611 and went through technical support. The support employee explained to me that this same location had activated my SIM card for another persons phone, deactivating my phone completely useless. This seems to be a frequent problem they have here and it is one that is a basic security issue that should not be happening. This Verizon store is run by young 20y/o males, no manager in sight, who were unprofessional, gave an uncertain feeling of being scammed, and completely unorganized. I have never had so many issues with Verizon till I went to this store. read more

Lamar and Scott were wonderful. They helped me by saving money on my bill and even got me into getting a better and new phone for an amazing price. Both men are incredibly personable and I had the most wonderful costumer service experience! Give these two a raise! read more

Scott was great help! Very straight forward and also let me know on ways to save a little. Very pleased with the service and professionalism. Thanks! You made me a happy customer. read more

I have been coming to this Verizon Victra store for 5 years. The service is outstanding. Each visit is a pleasant experience. Personnel are knowledgable polite and efficient . Today manager Scott D. went out of his way not only to address my question but to upgrade my account and devices while saving me a significant amount of money! Love this store! read more

This store is deceitful. I set up 2 new lines in November and was told that corporate had to reimburse me for 2 of the fees they were charging me, which was not true. I then called store and Ryan, the manager who assisted me the first time, stated I'd get reimbursed and this still has not happened nor will he return my calls. read more

My recent visit to this location was my best ever Verizon experience . My phone was crashing. Kerry was able to restore it, show me how to back up to the cloud and then transferred my information to a new phone. I had some other glitches a few days later....some operator error some Iphone software. Once again, the problem was revolved quickly. Thank you for taking such good care of me! read more

We have continued to receive excellent service from this location. Today Lamar assisted us with a new phone and sold us what we needed for how we actually use our phones. He was patient, informative, professional. A great employee. We have had really super experiences with our service here for over 5 years. read more

Yesterday my husband and I visited this Verizon store in downtown Carlsbad, to see if we could lower our bill. We were assisted byAlejandre, an outstanding saleswoman who knew her product, spent plenty of time helping us, made our business much easier, and we left extremely happy. Previously we went to the store on Marron Road, which is always crowded and busy, and you always feel rushed. This store and the sales lady made all the difference in our experience. Thumbs up and thank you Ms Alejandre. read more

Great experience! Found what I needed and got help right away by Scott and Ryan! Will definitely come again if I need anything else. Thank you! read more

I have been in here only a couple of times. I'm always greeted as soon as I walk through the door. Everyone here is super friendly and willing to help. Nate has helped me both times and his customer service is superb. He has helped set up a couple of my phones, and is very knowledgeable about Android OS and everything the phones can do. (I'm sure he knows a ton about Apple, too but I don't own those things.) My mom isn't the most knowledgeable when it comes to technology, and she asks a lot of questions. I try to help her out when I can, and Nate just went the extra mile delivering customer service and he really seems to enjoy his job. A+ staff, 4G Wireless! read more

Bad news, my phone died, good news ,Ryan hooked me up with a new phone. Wonderful service and a great experience. Thanks guys, you made a bad thing into a good experience. read more

If you want excellent customer service you HAVE to come see Jeremy at this Verizon store!! He was my very own personal Santa Claus on this very merry Christmas Eve! After going to the corporate store in Oceanside to upgrade my husbands phone for Christmas I came here because corporate said he was "ineligible". Jeremy saved the day and long story short, my sweet husband is going to get his brand new iPhone!! read more

Nikolay and his staff are amazing. Extremely helpful and made the phone buying process quick and easy. I've spent hours at Verizon before setting up a new phone so working with them was like a breath of fresh air! read more

Don't waste your time. This location isn't a corporate store. They will sell you things but can't service a number of customer needs.

Very helpful with my new phone set up and new plan 5 star service ...would highly recommend this location ...ask for Ryen

The people in this store were rude! they ignored me and allowed other people to cut in front of me. I believe the good reviews for this store on this website are Employees, their friends, and family. This store was so bad I emailed the C.E.O. of Verizon. If you want a Verizon Phone, go to a Russell Cellular Verizon Store. read more

BEWARE! They tack on a $30. Per phone "set - up and go" fee WITHOUT telling you before they set up your phone!!! Not a Corporate Verizon store!!! Verizon will not refund these bogus charges. read more

Victra,I'm tired of talk! how many times do I need to talk to your people. You read from a form on what to say to customers when they come to you with honest problems, there seems to be no care for the customer, bottom line seems to be MONEY, lock us into a 2 year contract and whipe your hands of us after that.I feel we were taken advantage of from the get go, I asked for a fare adjustment and got the standard line,OH we can't help you.I even said check out the line you are charging me for there was no usage at all for the 18 months, how is that possible if I was lying to you people. All i can say is have some compassion for your customers, we are the ones that pay your salaries.I've been in the telecommunications business my whole career, I never treated a customer like you people do everyday.SHAME SHAME! read more

Jeremy has been the best, so patient and helpful. He has restored my faith in a Verizon store.

My 2 year old Iphone 6 died mid morning on a Friday. I immediately stopped my busy day and went to this Verizon store for assistance on how to get it to turn back on. The Sales person there, James, told me he was seeing a lot of this. He said the updates/software my phone asks me to do are incompatible with the iphone 6 and this was causing the phone to shut down. I was shocked to hear that Apple would ask me to update my phone with software that would shut it down. The only option/solution he offered was to purchase a new iphone 7. He said I had an "Upgrade" on my account thus my phone would cost $27.50 a month for 24 month which equals $660.00. I questioned this as that did not sound like an earned "Upgrade" to me. The manager, Ryan, was standing next to James and he confirmed what James was quoting me. As I needed a working phone ASAP I reluctantly purchased the phone. 2 days later my son asked me if I pressed the on/off button on side of phone and the home button simultaneously. I did and Voila! my phone was working again! How could, James and Ryan, the Sales People who represent Verizon not know to do this? I found out that this store is an "Authorized Retailer" of Verizon and they are NOT there to help you. They are there to sell you a phone...at a full price. I returned the iphone 7 and was charged a $70 restocking fee and $50 for the screensaver that was applied. I called Verizon and was told with my "Upgrade" and Plan a new phone should have cost me $199. Verizon refunded me the money that the store did not and apologized for the store. read more

I went to this store and bought a new iPhone and a lifeproof case. When they tried to put the case on they found it to be defective. I need to have a waterproof case as I'm in the pool service and repair business. They gave me another lifeproof case and ordered the one I wanted. I waited 3 months and it finally came in but it too was defected as the charging port door would not close. The manager said they were having problems with their orders and said a replacement would take a few weeks. It's been another 3 months and I still haven't heard from them! Needing a case I went to the Verizon store near the Carlsbad mall and they had all the cases and all the colors to choose from. I found out that the Verizon store on Carlsbad Village Dr is a franchise of Verizon and the one by the mall is a corporate store. I recommend only going to Verizon's corporate stores as they are stocked and have all the supplies you need or they can order and ship things directly to you. So I'm stuck paying for two cases. The franchise store (Carlsbad Village Dr.) won't let me return the defective case ONLY EXCHANGE!! BS Rick B read more

I went in to check on adding a non-landline home phone to my plan. They were extremely friendly and helpful; they said to contact them with any questions, etc. after I made my purchase. However, when I went back for help with how to set up the new device they were not able or interested in helping me. In addition, when I made the initial purchase they said keeping the same phone number would be no problem, it would be automatic. But when I went back for the setup help they were uncertain. They said I'd have to contact technical support for help with both issues, not the impression they gave me at first. I can not recommend this store, nor will I go back to this particular store or any other except a company (not a franchise) Verizon store. read more

Do NOT go to this store! They lie and sell you products you don't want by telling you it will not cost you anything, then it shows up on your bill. By "not costing you anything, it's part of the deal", they mean you don't pay up front, it will be on your next bill. Also, I was told I could return my phone. When I tried, I was given the run around about contacting the district manager, which never seems to happen. Although the salesmen seem nice and helpful, they are actually trying to get as much out of you as possible. read more

We were having difficulty (for the second time) with the Verizon web-site and so went into this location for help with our bill. Both times Lamar (spelling?) was a huge help and very courteously and quickly took care of the problem. Thank you! read more

We are on a family plan. My daughter lives at home and my son is away at college. Stormy, an employee at this location has helped us multiple times over the last few months. My phone stopped updating weather and receiving emails, he fixed it! My daughter lost her phone and we had a replacement in 2 days! My son lost his phone, got a new phone, found the old phone lost the new phone then found the new phone. Stormy was able to transfer service back and forth so my son was never without a phone, My hubby and son are in Costa Rica now and he set up their phones to work there on vacation. Stellar service. I will definitiely be back. have bought several new phones here with no problem. read more

Ugh. Do NOT shop here. This place is a pathetic ripoff. I came here to buy an iphone in December thinking it's the same as buying an iphone from Verizon. It's NOT. Apparently, even though they sold me the same phone I could have got at a REAL Verizon store, these clowns have their own early termination fee and even though I paid an early termination fee for BOTH LINES on Verizon, this store is having a collection agency call me demanding $400. I called corporate and asked why a collection agency is callling me for money because (even though this term fee is BS) this was the first I was hearing about it. Kathy at Corp said the first time I heard of the fee was on the invoice for the phone I bought itself (uh, okay) and this is the second. She said it hadn't gone to collections YET and the people who called me (overseas calling center obviously) "just help them collect money". I asked if it's a third party billing company and she said no. I asked if this was a little dramatic and she gave me that canned CSR Supervisor patronizing answer like, "I understand why you feel that way but at this time, this is our normal protocol." Barf. Anyway, there is NO reason to pay extra to a middle man like these clowns. Just buy right from Verizon or a Verizon store. p.s. the contract supposedly says 181 day termination fee and I had my phone for 179. read more

Just wanted to say thank you for the great customer service experience we had with your associate Jeremy at your Carlsbad Village location. I have been a Verizon customer for 10 years and recently changed to a month to month plan. I was having some problems with the new account and came into the store and was assisted both times by Jeremy. He was helpful, understanding and went out of his way to make sure the situation was taken care of. Having worked in customer service and sales I understand how challenging it can be to balance sales quotas with customer service. Jeremy went the extra mile for us and we just wanted to let you know and say "Thank You". read more

Update from previous review: FINALLY done with this store! It took several days of phone calls and phone tag trying to reach the salesman, Nick, and/or his manager, Ryan, (who I never did get to talk to), several calls and online chats to Verizon, and also contacting my credit card company to dispute some charges. It's taken a week but all the charges related to the returned iPhone have been removed, the set up and go charges for 3 phones were disputed by me with my credit card company which agreed with me and reversed them, and Verizon credited the upgrade fee on the returned iPhone. What a learning experience! I think I would stick with Verizon company stores rather than these "premium retailers". The salespeople are nice enough, but resolution was too slow in coming, and I feel like they used deceptive practices in not disclosing the addition charges they tacked on. I also take partial responsibility for being overly trusting. If you buy a phone here, make sure you are informed of what you are being charged for, and make sure to ask to see the computer screen related to what you are e-signing on the pad. I stupidly signed 3 times and took Nick's word on what I was signing for and was not given any paperwork other than the receipt for the charges for the phone tax and the set up fees. GET copies of all paperwork related to your transaction. I have let Verizon Corporate know of my experience with this store which I don't recommend to do business with unless you are absolutely sure you can handle any issues that arise. read more

Great employees trying to help, had to wait 20 minutes and still was not able to get some help, the store was under staff, unacceptable in today's world, read more

Don't waste your time with this place. They are an independent franchise, not a corporate owned store and the customer service reflects that. The most unprofessional retail experience I've had in my entire life. I am still waiting for a refund on a device I returned a week ago after one of there employees was so unhinged he yelled "don't come back" across the parking lot as I drove away. They also charge more for all off their phones than Verizon corporate does and tack on a $30 activation fee as well. read more