Our family been with Verizon for over 15 years. We went in last week to upgrade our phones thinking it would be an easy process. I was met with the worse customer service I've ever experienced from one of the sales reps. He was rude to my wife and I and was very condescending for absolutely no reason. It was so frustrating that I canceled my service and switched to another carrier. What should have been an easy device upgrade and another 3 year contract turned into a loss customer. read more

I upgraded 2 of my 5 phones in October of 25. I was supposed to get $830 credit on 1 phone and $415 on the other. The $415 went through fine. However, I've been back to VZW 3 times trying to get the $830 credit corrected. I've been lied to, misinformed, VZW has done a horrible job of tracking the phones and that's the reason that they keep dropping my credit. I hate this company! When I go to the store, I typically get decent info but it's usually after a 30-60 minute wait. Today, I got in quickly but now I'm waiting for the biz account manager - a huge waste of time. Stay away from VZW!!!!! After I finished writing that, the Biz Mgr (Archie A) arrived and spent about 45 min sorting this issue out. I'm hoping it's resolved now. However, the bottom line issue still exists - too much conflicting, incorrect info from call centers and in-store personnel. read more

Staff: We were helped by Naomi here and let me tell you she is next level amazing. We have had SERIOUS problems with another store (review to come) and I literally lost faith in Verizon. This was until I met Naomi. She single handily salvaged my faith in this company. I was prepared to return 4 phones, pay the $200 restocking fee, and handle my issues with corporate. Thanks to her amazing customer service and help, I won't have to. Quality/Quantity: This is a beautiful, clean, large store, with lots of inventory making it the perfect store. Value: I didn't buy anything as I came to trade a phone in. Overall: I will not visit another store knowing that I will get such amazing service here. Definitely plan to return for anything related to Verizon. I hope that management takes special notice of Naomi as she is a star. read more

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Arshia & Ron were both great and very helpful Very efficient and very knowledgeable representatives they are Can't wait to get started with my new meta Ray-Ban Display glasses read more

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Wait was an hour which was fine cause I did a little browsing in nearby stores. However I'm almost done with my appointment and the phones transferring data my associate helps someone else. Now Its done and it's asking me a question and I'm getting nauseously hungry and I just want to go. 8' sitting here for over 15 minutes waiting for the employee to come back. I also didn't get to ask for my screen protector and camera protectors! Honestly I've never left a Verizon without them and now I'm so stressed! read more

I've been a Verizon customer for 25 years, and this is the kind of customer service I receive? I arrived at the store 15 minutes before closing, and there were only four customers ahead of me. The employee at the front immediately told me they couldn't help me because everyone was busy and the store closed in 15 minutes. The frustrating part was that she wasn't helping anyone at the time, and the customer who walked in just one minute before me was allowed to stay and receive assistance while I was turned away. Over the years, Verizon's prices have continued to increase while the quality of both its cell service and customer service has steadily declined. After 25 years of loyalty, I expected much better treatment than being dismissed before the store had even closed. This experience has me seriously reconsidering Verizon. I'll be heading to Costco to see what kind of deals T-Mobile is offering. Loyalty clearly doesn't mean much anymore. read more

Not a good experience at all at the store. Salesperson I believe his name was Tyler was not honest with us. Convinced us we needed to have 4 lines even though there is only 2 of us, in order to have a cheaper bill and let me know they wouldn't honor my military veteran's discount since they were offering a discount on the service. He also signed us up for a protection plan which we didn't agree too and didn't waive our activation fees, which he also told us he would do. He also didn't activate our phones before we left and that ended up being a mess. Spent more than 5 hours on the phone with Verizon since this experience and ended up getting our bill almost $60 cheaper a month and my military veteran's discount is being applied now. Would not recommend going to this Verizon store. read more

Very disappointing experience. I came in to pick up a pre-ordered iPhone 17 and was directed to a pickup locker, only to find my phone wasn't there. It took approximately 40 minutes for the store to locate it. The whole point of ordering ahead is convenience and saving time. Instead, I spent nearly an hour waiting for an issue that should have been avoidable. No accommodation was offered for the inconvenience, and my request for assistance transferring data to the new phone was declined. I expect better organization and customer service from Verizon. read more

Customer service is lacking. The business process is a little awkward and broken. One representative took down my shipping address then handed it off to somebody else who asked for my shipping address again as he helped another customer who just walked in. As a customer that's annoying to have to repeat myself and had to wait for him to start a new transaction before he finished ours. Also we were there for a network extender. We were told we would have to pay full retail price if we want one from the store but It's free with our plan if they ship it to me. I don't understand that logic and it's very inconvenient for me, especially if I need the extender now. They could have just given me one from the store and replenish their inventory. And they were not very friendly nor welcoming either. We will not return. read more

Went into this store to ask questions about the new Simple plan. Tyler the greeter immediately cuts me off while I'm trying to ask the necessary questions. So I indicate to him that he is being rude and I would like to speak to a manager. Natalia comes over and does the same thing Tyler does and then tells me that I need to leave the store. FOR ASKING QUESTIONS? Threatens to call police, so I tell her that I will be waiting outside for them. Never calls them and keeps me waiting! No wonder the bad reviews keep piling up cuz attitude reflects leadership... read more

I should have looked at the review, before I wasted my time at this Verizon corporate location. Trying to fix some glitches on my husbands phone. The customer service rep sat down, took one look at the phone, and said "I don't know how to work on these phones, not sure if I can help you". Well, we PURCHASED the phone from Verizon, so I don't quite understand why your service tech's wouldn't be versed (or able to pull info from somewhere) to be able to assist. He spent less than 5 minutes with me, and kept saying "well, that's just normal for the phone" (no, it is not, my husband has had this phone for a couple of years, and there was nothing normal about what was going on). Verizon phone customer service wasn't able to help. This Verizon store was a waste of my time. I will be changing carriers as quickly as I can ... I am DONE with Verizon! read more

One helpful guy out of like 10 would definitely never go here again. Rude Indian man and other young employee worked with me and forgot to come back read more

I just walked out of the store and had to post this. When I spoke with Ivan, I told him the reason I came in was because I had spoke with "customer service" on the phone FIVE different times without resolving the issue because of the language barrier, even though I asked for the supervisor at one point. The issue at hand was my internet router. It wasn't giving me the speed it should I wanted to find out if an upgrade would help. He went in the back and brought out a piece of paper, tried to explain how I could get an extender to help with the speed and said if I called the number on the piece of paper they could help me. SAY WHAT?!?!? I just told him they were unable to to help me and if we couldn't resolve it I would send it back and switch to Spectrum. And he said, "OK, you can do that" and that was the end of the conversation. WTF kind of customer service is that?!?!? I've been with this company since WAY before they were Verizon, and it seems their coverage is getting worse and worse. I used to call 611 and get everything resolved, but the last bunch of times, I get someone in Sri Lanka and I can't communicate at all. I see that Verizon got back to me. If you read the other reviews, you can see that they just send out a form letter to everyone. They never actually addressed any of my concerns, and from what I can tell, they have no intention of fixing their "pride in customer service". read more

Unfortunately, poor customer service over ten months is enough. L-O-N-G phone waits, gift cards and other promotions not applied, despite meeting every criteria. read more

I spoke with customer service on the phone they weren't able to resolve my issue I decided to go in store and see what they can do and all I can say is if it wasn't for Jason and Tyler I probably would've left Verizon as a provider thank you so much for such great customer service I will only be going to them every time moving forward! read more

I was in her tonight 3/27/25 due to issues with my phone. I did get help by a nice lady Niome. She was very helpful and helped resolve my issues with my phone. However the only issues I had was that I had to wait a while, but there seemed not to be anyone in the store. Overall it was a positive experience and at least I had the help I needed with my phone. I would go back. read more

Joshua was so incredibly helpful and fast!! Cannot recommend him enough. The manager was amazing too, but I didn't catch his name.

This is for their cell service in general. I have calls drop all the time in and around my house, in my house while on important calls, driving to and from the store. The service in laguna Niguel is terrible. read more

Came in today to for an iPhone eSIM transfer. We were helped by Matt, he was so kind and helpful!! He was really patient & helped talk us through different deals we could get from Verizon. He's a really great employee! We were really lucky to be working with him today. Thank you, Matt!! read more

They are dishonest and are trying to take advantage of their customers. I went in with my old iPhone 11 to get a 14 or 15. They old me if I went with the 16 it would be completely free and I would be able to keep my old phone or turn it in for a credit. I clarified this point and checked my bill. At first the phone was free. Then, I turned in my old phone and waited for the credit. When the credit showed up it was only there to offset the cost of the iPhone 16. I could have done the same with an iPhone 15, but they lied to me. I would leave but I think it would be too much stress for my mother in law who I brought over from another plan. I hear similar stories over and over. BTW the 5g is way worse than the 4g LTE for us and we have had numerous issues with the iPhone 16 read more

Great experience with Arshia and picked up some Meta Reynan display glasses. Outstanding demo!!!

Great customer service. Excellent service and prices. Ill be back for sure to grab another phone.

Excellent, highly professional service. Josh is the best. Highly recommended. He showed such patience and kindness.

After waiting one hour for a sales rep I finally got my phones since then I've had nothing but trouble with the service. The service people at this store have very little knowledge of any of the billing. I was charged for four phones on my first bill and only had two I would not recommend Verizon to anyone. It's my experience that all of them are terrible for customer service go T-Mobile or AT&T. They take advantage of elderly and disabled, thinking they won't notice that they added two extra lines to your bill, dishonest and deceiving. read more

Going back to t-Mobile or any other service that is not as cutthroat as Verizon. Have gotten different answers about cutting down an exorbitant bill from Verizon. They are charging me more than what we discussed on our phone call with Support. Got into a bogus contract with mobile after they advertised a "free" Cell Phone upgrade. read more

This morning I tried calling the store for an appointment and couldn't get through to a live body. The number on Yelp is the 800 number for Verizon and it's impossible to get through to the store. I guess I'm going to have to go in and take my chances of getting an appointment and boy am I happy now!! Once I actually got to the store, I had the most amazing experience!!! 5 stars for Sean who helped my get my new iPhone up and running!! Diz helped too and he's is awesomely cool and wicked smart!! It was a challenge but they both were extraordinary and got both of my phones upgraded and yes, I have 2 iPhones. Lol read more

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We just got the Meta Display glasses. The demo was a lot of fun and very informative!!! ARSHIA very helpful and a real PRO.

Joshua was absolutely the best! So helpful and knowledgeable. Went above and beyond the call of duty! Will only go back to that store. Mgr Jason also very helpful read more

Joshua helped me activate another phone. Ordered through apple. There was some hold on it. A call and few clicks and as verification and I was good. Thank You. Go to a corporate office liner this one for any more complicated issues. read more

Clean organized and the sales rep was so nice! Her name was Ally. Thank you. She took the time to explain all the plans

Shady sales practices. Showed up to purchase new IPhone 17 pro max. The person that checked me in said they had plenty. Sat down with Ivan who said no problem. While they were switching the sim over on my wife's phone, Ivan walks away to grab the new phone and one of the other reps says something about accessing them from the safe and that they only have 4 left. That's when Ivan said "I'll try to sell him on the 512GB version". I couldn't believe it. Sure enough after taking his time to "look for my phone", he comes back and says they don't have it but have the 512gb. I told him no and that I'll wait for it to come direct from Apple. Unbelievable. read more

Was with Verizon for 18 years. This has to do with Verizon. Not the store. Was with them for 18 years and called about 2 years ago regarding to see if they would give me a better price compared to T-Mobile. They wouldn't budge on their price, The also said they no longer has a retention center. So I left them and went to T-Mobile for a better price and they payed off my iPhone in addition. So, now I hear Verizon advertising constantly. The must have lost a lot of customers, they lost me an 18 year customer and would never go back after treating me like that. I would suggest any carrier other than Verizon. read more

Lack of transparency from the salesperson, Ivan, about the promotion he sold me. He did not disclose all the details during the transaction. I had to return to the store to get more info and it was only then I learned about the hidden fees I'm being charged. I was also automatically charged for a device protection plan I do not want. They will not cancel it for you. The entire transaction has turned out to be a headache. read more

Came here interested in upgrading my phone to a newer model. Asked if they had any girly / sparkly cases to go with the new phone, because it would need a new case since the size of the phone would be different. The girl assigned to assist me went to the back, then came back with two plain ugly cases and said, this is all we have. The store is under construction so you can't browse anything for yourself. I asked if they had the new phone out on display so I could look at it before purchasing. I was told no. I asked if they could bring out one of phones from the back then so I can see what it looks like. I was told I would have to purchase the phone just to see what it looks like and then pay a restocking fee if it turns out I didn't want it. The girl got sick of helping me and decided to just give up and go help someone else. At no point did she ever say, oh, let me get someone else who can better assist. No communication. Horrible customer service skills. Some guy just walks up to me (the manager I think) and says that the girl won't be helping me anymore, but not to worry, he will send someone over to "get me all taken care of". Seemed unprofessional but I thought, hey, maybe this other employee will be more helpful. Another guy comes over to assist me after that, he was certainly more friendly than the female employee, who had just acted like customers are an irritating waste of her time. This employee had not been brought up to speed on what I was there for. So I had to repeat all my questions again, and then was given the same answers. No decent phone cases, only 2 ugly ones, can't see the phone before you buy it. I also had brought in my jet pack (portable Verizon internet) that never works. As soon as you unplug it, it dies. Which defeats the purpose of paying for a portable internet option! I asked if I was due for an upgrade on the device or if anything could be done since it never works. I was told no, there are no upgrades, and you can either pay full price to get a new one (the employee told me its normal for the device not to work anymore after just 4 years) or get a reburbished one - one that someone else had returned because it doesn't work properly either. Sadly, they really don't care about customers here. They don't try to accommodate. They don't care if you leave disappointed. This was one of 3 verizon stores I went to trying to get help that day, with no luck. Verizon has really inspired me to switch to at&t. read more

Horrible store! I've been to other Verizon stores where I've been greeted and tended to within a few minutes. This store always acts like they're too busy for you even if there's only a few other customers in the store. Took them 10 min before they offered to check me in and then I waited around for another 15min before I got fed up and left. I went online with Verizon customer care and they barely talked me off the ledge of switching to AT&T. All over which would have been a 5 min interaction since I already knew the phone I wanted to purchase I just needed to pay for it and leave. read more

DO NOT GO TO THIS STORE. Absolutely NOT! I was looking to purchase a new phone and got quoted $14/month-3 years. I left and called Verizon and got the EXACT SAME phone for $3.21/month-3 years. My old phone had 62Gb used and the new phone had capacity of 126Gb. However, when I tried to transfer info, the new phone said not enough space available. I brought it in to the same Verizon store within 3 days and asked to exchange for the larger capacity. The employee that receives customers at the front of the store is a slimy salesmen. He starts out so nice then lies flow out of his mouth. He said they "don't stock it and doubted it was even still in stock at the warehouse because it's so old". I just bought it! Then they said they would see what they can "offer me and it would be $50 restocking fee". why should I pay a restocking fee for 126Gb capacity that can't hold 62Gb? I refused to pay the restocking fee and left the store. Horrible customer service!!!!! Horrible! There was such a disconnect between the store employees and the employees when you call Verizon. It was as if they didn't work for the same company. I went home and called Verizon. They were so apologetic about the way I was treated in the LAGUNA NIGUEL VERIZON STORE. They promptly exchanged my phone for the larger capacity without a restocking fee. I learned the LAGUNA NIGUEL VERIZON STORE IS NOT A CORPORATE STORE and that makes a difference with customer service. I also learned they have less expensive offers for plans and new phones when you CALL VERIZON versus going into a store. If you want to check for yourself, go into the store and ask for their best deal on a particular phone or plan. Then go home and call Verizon and compare! See for yourself. But it wasn't just the money, it was the way they treated the customer. I see why people leave for different carriers. There is no option to leave ZERO STARS. And, for those employees with integrity that work for this LAGUNA NIGUEL VERIZON STORE, do yourself a huge justice and find another place to work. You don't want to be forced to treat people like that. Don't waste another day. Start looking for different employment. read more

Horrendous customer service virtually impossible to get the local number. IVR hardly works. Agents are foreign and barely understand. English processes are broken company is probably gonna go BK get out while you can. read more

I went to Verizon Laguna Niguel to see if I could switch to an affordable plan, that would still offer what I needed. I was also interested in looking at the iPhone 15 Pro Max. I was impressed with the level of customer service I received from Morgan, the Specialist I was talking with. She was so patient and kind. She answered all my questions and helped to find the best plan, that would work for me. She also provided additional information to contact the Loyalty Team, since I have been with Verizon for 29 years!! I was so grateful for all her help!! Thank you Morgan!! I got the chance to talk with Victor, the Store Manager. He was also very kind and helpful. He has an amazing team!! I highly recommend going to the Laguna Niguel location. I had the best experience and will continue to go there, if I ever need anything. read more

Last time I visited this store 3 years ago and the customer service was horrible and I gave 1 star for rating. Today I walked in and I was greeted by Johnny at the door with big smile and great customer service . Ally helped me with new phone selection for my wife and son. She was great and very helpful. Keep up the great work read more

Unhelpful and won't honor current deals. Too busy trying to upswell new lines than take care of long time customers. Save yourself a headache and money. go purchase at Costco or Apple directly. read more