Yes for sure this store has the worst customer service Queen sold me the wrong iPhone at the end of the night , and he insisted not to open it at the store , so when I took it home I realized that it was the wrong iPhone and now they charged me re-stocking fee which it was the salesperson , the Queen fault and it should be taken from him not me. So when we called the manager he was so rude and zero customer service knowledge didn't help at all. And they never responded back to my review read more

Verizon is best network, that's a given, but what really made me give 5 stars was the Service I got with Sales person Sarah. You know, There are sales people who try to give these long scripted speeches and throw out a bunch of features etc...but She listened to me and what I was trying to do with my broken HTC phone, upgrade was due, download my contacts...etc. , and she made it work for ME. She knew what she was doing, and these days you don't see that too often. Thanks Verizon location, I will be back for my other phones upgrade and happy to do it when you know your being taken care of. "yeah I said it"! read more

A very poorly managed store and poor customer service. The only reason I have it two stars instead of 1 is because I was able to get what I came in there for...eventually. Example: A total of 9 employees on duty and 10-12 customers, yet only 3 of those employees were actually doing transactions. The other employees were not exactly moving with purpose or eager to assist customers. Once you identify that you are not going to buy any accessories, the sales person changes their attitude. Even the manager was aloof and dismissive. read more

Hey Drew, You lost your sale to Larry at the Costa Mesa location off 2300 Harbor Blvd. I suggest you talk to him about understanding how to listen to the customer to get your sale. Oh, and one more thing: Because you so eloquently put it: "your (my) parents aren't going to live forever"; when in fact they do pass, I'll be sure to go to Larry to add my wife and I to the same plan. You're a jerk off and I hope this yelp finds you well and happy. read more

I worked with Gus and he was super attentive. Spent a lot of time on Black Friday. The absolute best service I have had from Verizon. Thank you Gus. read more

I had to open a new account after my divorce and was very pleased with the service. Chris Loarca was awesome in explaining my options and he got me out of their quickly and with the best deal. Each time I have gone back, I have had an appointment with him and he is very respectful of my time and so efficient. I highly recommend this store and if unsure then ask for Chris. read more

The Worst Verizon store been to. No wonder they only have 3 stars. And I bet the other 2 stars are from their own staff. No trace of customer service, very rude and lots of attitude, and I bet their management don't even care. read more

I will never go to this store again. I had an amazing experience purchasing a new samgsung note, got it delivered, the simcard was bad. Go back to the store to inform them. Next thing I know my new phone is being activated and my old phone deactivated before I even understood what the guy was doing. NO new simcared. When I asked him he brushed me off and said go home and work with your wifi and you'll be fine. I AM NOT FINE!! Now, 2 hours later, I have no phone. I cannot call for help, it's too late at night. I work in the medical profession and am self employed. This incompetent employee took it upon himself to decide what I needed and is now putting my patient's at risk because I won't be available when they try to reach me. NEVER AGAIN read more

The absolute worst. if you are in the area do not bother with this store. go to best buy just down the street much better trained and skilled overall. The employees here are lazy and incompetent and seem to have zero knowledge of what they are doing. I asked to have my phone activated and the cow working at the welcome desk said "we don't do that here". I asked to speak to a technician and she says "why? i just told you that we don't activate phones". i have never in my life had such horrible customer service. Finally after waiting for 20 minutes while these goombas sat on their thumbs the 'technician" took a look at my phone and said "yea shes right we don't do that here." Unf#ckingbelieveable If you are reading this and you work at that store i hope you are happy making that 10 bucks an hr because that's about all you are going to get in life. ' read more

I recently ordered a new Droid Turbo by calling Verizon's customer loyalty phone number. The process was simple, and took about 15 minutes to change my plan, and take advantage of the early edge program. Overall, great experience. I wanted all of my contacts to sync, a screen protector installed, and any maybe a tutorial of some of my phones features, so I went to my local Verizon store in Lake Forest, off El Toro. The store was dead, with a ton of employees ready to assist. Drew, a Verizon rep. came up to me, and offered assistance. I explained that I just wanted to set-up my new phone, and install my already purchased screen protector. Drew looked at my screen protectors, and recommend I exchange to a stronger flexible glass screen protector. I agreed, and we went to a counter to set things up. Drew took my new phone, turned it on, then proceeded to make a phone call. I wasn't really sure what was going on, but I assumed it was part of the process. Drew then handed me the phone and said I was going to asked some questions for the set-up. I went through the Verizon prompts to set up my phone, then hung up. I assumed my phone was ready to go, but I never received confirmation from Drew. I mentioned to Drew that the Verizon rep I spoke with over the phone said I should be able to return my old phone to the store to be shipped out. Drew didn't confirm, but he said they should be able to do that. Now, Drew was attempting to exchange my current screen protectors, for the new glass one. This took some time because I purchased my original protectors over the phone; Not a huge deal. Drew was able to make the exchange, and then attempted to install my new screen protector. Drew tried to install my screen protector for a good 10 minutes. He handed me my phone with a bubble, some smudges, and possible scratches. Drew assured me the bubble would go away once the adhesive dried to the phone. I didn't believe him, and honestly didn't want to live with the tiny scratches, so I asked if I could just return the screen protector. *At this point, I expected a simple answer* Drew told he he would ask, although he wasn't sure since the screen protector was already installed. Drew took my phone, and continued to try to get the bubbles, smudges, and misc. marks out of the protector. I am a patient person, so I gave him a chance. He handed me the phone with the bubble removed, but there were still some minor scratches. I explained that the very minor scratches would bug me, and that I just wanted to return the screen protectors. Drew told he he would check to see if he could do so. Drew then took my phone, and started the whole process all over again. *At this point I am about a level 5 frustrated* All this time, Drew was handling my brand new phone, using both of his hands and fingernails to attempt to remove any imperfections; It was disgusting. For the third time, Drew hands me my phone, and asks me to examine it. At this point I just want to leave, so I tell him I want to return the screen protectors. Drew again replies, let me check, walks away with my phone, and shows it to two other employees on the other side of the store. I see the other employees handling my phone. Now, I'm not an extreme gremaphobe, but I'm grossed out. All these strangers touching and fondling my phone, DISGUSTING! After discussing with his peers, drew approaches me, and tells me that he'd hate to see my phone get damaged. I told him, I could come back if I change my mind. Drew then asked me to show him the blemishes on the screen; I pointed out very fine imperfections. Then, one of the employees Drew was deliberating with approaches me, asking to show him. I show Kalehed (Not sure the spelling), and he told me he can't see anything. I then tell Kalehed, that this is my 6th request to return the protector, and that I simply don't want it anymore. Defensively, Kalehed told me he just wanted to know what I was looking at, and then walked off. Drew started the return process, returned the protector, then asked me if I needed anything else. I told him, I wanted to give back my old phone to fulfill the Edge agreement. John, who I assume is the manager, is standing by, so Drew asked if this was possible. John asked who told me I could do this, and then informed me that I had to return the phone. Given the service I had just received, I'm not sure if he was telling me the truth. Drew then apologized for things "not working out", walked me to the door, and told me to enjoy my new phone .After the visit, I called Verizon, and they confirmed that any store can return a phone to fulfill an edge agreement. This entire process took 1-hour. Not once was I asked if I wanted to go over using my phone, or any non-screen protector questions. I will never shop at this Verizon store again, and I hope no one else has an experience similar to mine. I feel this was a small issue, that escalated into something completely unnecessary. read more

Amal the store manager is a ROCKSTAR!!! I am somewhat mentally handicapped, and sort of slow to grasp, took me by the hand and walk me through finding everything I needed to do with the smile on his face & a positive caring helpful "take care of the customer" attitude! They should give him a free trip for 2 to Cancun, and a huge pay raise! read more

Great service! Friendly environment. Our sales associate, Daniel, killed it. He knew what he was doing and was patient. We walked out of there happy with the deal. read more

I can't imagine, nor have I experienced a Verizon store any worst that the Verizon Wireless located near El Toro and Rockfield in Lake Forest. Not only do they treat customers poorly, they appear to treat their employees horible as well. The Tech person working on my cell had to work on my cell, from his knees. Really, Verizon store can't afford to supply you with a chair? This is why, I see new faces every ninty days in this store. Truly, I have never actually seen someone praying over my cell while it was being repaired. Question I have for the Owner is: what type of company brand are you trying to promote to the public? The Manager at my last visit was Felipe. While I was there, appeared to me Felipe was a complete waste of space. Almost like watching a rerun of Hogen's Heroes. Sargent Schultz "I see nothing...." AKA Felipe, was a complete waste of my time asking him anything beyond a shrug. After all, he was busy yucking-it-up with the other Manager in the corner, while the two Cashiers and two techs were working. I was lucky to get a shrug from Felipe, when I complained about the lack of floor staff and the long waiting time which occurred 2:30PM Tuesday (not a busy time). Flepie, told me they were busy. Really, thirty minute wait for five customers in thirty minutes! ? All the while, Felipe is visiting with the other Manager. Truly a horrible experience and I will never go back. read more

Please!! Do NOT go to this store!! You will seriously REGRET it!! We bought 3 new phones there and Paul, the employee who rung up our phones, literally only rung up our phones and walked away!! I went there 3 other times and only had terrible, rude, MEAN employees!! I left in tears! When I went back to get help to transfer all my contacts from my old phone to my new phones, I was told "we don't do that here".And handed me a piece of paper that tells you how to do it yourself?? If I could do it myself, why would I go back to the store 3 times? And, subsequently spend 9 hours on the phone with Verizon (who were really nice and patient and kind) If you would like FANTASTIC service, go purchase your phones at Verizon on Santa Margarita Pkwy. In Mission Viejo!! I FINALLY got great service!! Friendly, kind, patient, and very knowledgeable about their products! Rafik is the manager and he was so competent, yet so nice and friendly!! And the other guys that work there were also very, very nice and friendly!! (Could this be REAL customer service?) Please, go to Verizon and ask for Rafik!! You won't be sorry!! Thanks to Rafik and the Verizon store on Santa Margarita Pkwy! I finally got my phones all set up and I know how to use them!! Thhianks Guys!! I plan on filing an official complaint with Verizon in the morning about the El Toro Rd Store!! read more

I was having a problem with my email not working on my iPhone, and was able to get the problem resolved quickly thanks to Yesena's friendly and helpful assistance. I appreciate the customer service at this location, and will return for future purchases thanks to their consistent positive service. read more

This has to be the WORST service I have ever received in my life. Here's a breakdown: Went in to add a WIFI card (already had the card) to my account JUST for data. The REP told me that for the card I have the plan is $50 a month for 5GB of data. I said okay and asked if there are any other fees, hidden or not. He said NO OTHER fees, and NO CANCELLATION since I have my own device. Great! WRONG! I left the store thinking I just added the device to my account, and that I should expect a $50 (plus tax obviously) increase on my account. Then comes the bill. Not only did the rep NOT tell me there's a $35 dollar fee that will be added for "ACTIVATION" of my own device, but he ADDED $10 a month for 1,000 Texts. Something I DID NOT ask for... To top it off, since I went in, in the middle of my billing cycle, he put me on a DIFFERENT PLAN until my billing cycle ended, and then I was put on the plan I wanted. The different plan charged me $18 dollars for less than 1GB of data usage! NONE of this was communicated to me. I called Verizon and told them everything. They were nice enough to credit me and fix the problems. They did mention that theses reps make commission off the plans, and that's why sometimes they "mistakenly" may add something. DO NOT TRUST these guys. If you go in, ASK TO SEE THE MONITOR AND CHECK EVERY CHANGE THEY MAKE TO YOUR PLAN. They will try to hustle you later hoping you won't find out! read more

After spending days and hours on the phone w the fraud department and them brining me to tears and not getting the right help!! I walk in to the store frustrated and upset and ready to kill someone!! Amal the manager very calmly listened to me and heard all my frustration and even though I kept flying off the handle he kept calm and took the time To help me and was the only person out of 13 Verizon employees I've asked help from, Who helped me. I'm grateful to him. Thank you Amal read more

I will never return to this Verizon wireless again. I bought my phone thru customer service and told my only cost would be $62. Which was the cost of the tax on the purchase of the phone. I was told my monthly bill would be $2.less each month...took the phone to the Verizon store to have it set up.....well, they don't do that anymore...by the time I left there after being instructed how to transfer the info from my old phone to the new (I am legally blind)...I was sure I could transfer everything....I did it..phone didn't work at all...back the next day...SIM card was bad...when I received my bill it was $356. Don't ever trust anybody in this store. They are thieves. read more

Very clean and open Verizon store. Quinn and his manager Lisa were so helpful and friendly to me. I really appreciated their excellent service! Kudos to them both! read more

CAUTION: RIPOFF REPORT I was scammed in the same store where Judy H. was ripped off tonight. Without going into the minutiae, suffice it to say that the salesperson with whom my wife and I dealt at this store, a heavy set Hispanic or Mid Eastern appearing gentleman with an obvious confrontational attitude advised me to increase my monthly JET Pack allowance from 2 GBs to 8 GBs. He assured me that this change would increase my bill by exactly $35 and no more. I just got on the Verizon website, and imagine my surprise when I saw that my ''new monthly bill'' will be $53 higher than my usual one, and next month's bill will be SEVENTY dollars higher! Now I have admittedly had problems with Verizon in the past. In fact, I'm convinced that Verizon instructs their in-store sales people to bleed Verizon customers for every penny they can whether by bait and switch or just ordinary, garden variety theft. The only difference this time is that the salesman was unusually unpleasant to deal with. (Plus the store itself is in very poor condition. In fact, I've never been in a Verizon store that looks like upkeep has been so thoroughly ignored.) Be advised: Stay far away from this rat trap / den of hustlers and scam artists. read more

Jennifer. I came here to buy an iPhone on Christmas Eve. Jennifer wouldn't match Best Buy's price. Then she told me Best Buy didn't have them in stock because Best Buy's website wasn't refreshing. On top of that, she tried to pass the waving of the $45 activation fee as a big deal. Truth is that Verizon was waving that fee for all purchases regardless of the store. I ultimately bought the Gold 64 GB iPhone 5S from Best Buy for $325 with no activation fee. I docked this review a couple of stars for the sales tactics. read more

Recently switch my business lines over from Sprint to Verizon. Had a total of 14 phone lines, 2 data hot spots and a few peripheral gadgets. Given the amount of phone activations, trade ins, credits and phone number port overs, I was incredibly surprised how easy the process was. I was expecting such a large amount of information and charges would be difficult to handle, but Jason and Nagauma did a great job getting me in and out of the place in a timely manner. It did take sometime, but with that much paperwork involved, it was incredibly fast and pain free. read more

I can't say enough good things about this store!! We had Shahin one day and Quinn the next.. Both were absolutely amazing, they were patient, answered all questions that we had and we never felt rushed. Seriously Verizon has the best customer service I've experienced in a long time. Also Omar the Manager from the Irvine Location is just as Amazing.. read more

I'm so grateful for their customer service here! I came in on Saturday with a broken phone and needed to get a working one. I changed my plan as well and in the process Verizon disconnected my phone number that I have had ever since I have had a cell phone. It was confusing and disappointing because for a minute I thought I had to get a new number in order to continue service and my priority is to keep the number. The manager and staff went above and beyond to not disregard this manner. I am so happy because I love great customer service. Thank you Verizon wireless. read more

This location used to be such a helpful, customer service oriented location to purchase and/or receive assistance regarding services related to my phone. Things have changed. I went in there this week to purchase a new phone, and received reluctant answers to my questions regarding differences between phone models - my "assistant" seemed to only want to discuss price differences between the models (although there were younger store employees helping customers in a much more helpful way). I put up with this, and forced out enough answers to decide on a new phone, but only then did I find out they were no longer there to help with the data transfer from old to new phone, nor would they apply the protective cover - I was to attempt this all myself, as they could no longer touch product due to COVID. I understand the new restrictions, but why can I go to Best Buy (which I did) and have them do everything Verizon can no longer do, all in a helpful, effective, safe manner? There is a lot of competition out there, so this Verizon location will have to find a way to get back to their customer service model while still adhering to the new COVID restrictions... as others have. read more

I've never had a pleasant phone buying experience until now. I had called around a few stores in the area and the new iPhone6 was all back ordered, so I expected to just go, in order what I wanted and have it shipped. Not only did they have what I wanted in stock, but the gentlemen that assisted me was fantastic. Alessandro was the most patient and helpful. It had been a few years since I last upgraded my phone and the plan I had was no longer available. Naturally, I had many questions about the costs and details of any new plan. He was extremely knowledgeable and patient in answering all my questions and made sure I had the plan that was right for me. I will definitely be back to this store in lieu of the other stores in the area. read more

Verizon at El Toro is the WORSE location for customer service!! I won't EVER be back there!!

Purchased my IPhone 12 online and was instructed to pick it up at the Verizon store in Lake Forest. Yeseina assisted me with setting up my phone! She was extremely helpful, very patient with all my questions and told me to come back if I needed help with finishing my setup. I went into the store the following day and she showed me how to complete my setup. Thanks for ALL your help Yeseina, you are AMAZING!!! Claudette read more

I've been helping my parents with their move into a Senior Living, I found that verizon was the only solution. We purchased devices to help with their voice and data needs. After spending several hours with my parent trying to help them get their military discount applied and get their phone setup, we gave up and I decided to return to the store. They can not leave their facility because of covid now. Returning to the store I was greeted by a man and explained I need some assistance with the phone and the discount. He told me I needed to call 611 and he really couldn't help me. I asked could I try in the store so I could maybe have them guide me through the process. He basically gave me the impression that he didn't want to help and call 611. I didn't see his name, but he had tattooed right arm, avoid this guy if you want any help. Better yet after reading other reviews avoid this location and try another store. By the way I've been on hold now for the third attempt with verizon which has disconnected on me twice after 25 minutes. read more

I visited this store for my upgrade I met Amol the manager he is Indian he always talk friendly with smile he is nice person then told us wait you guys will be the 2nd Then he introduced Mr Hazim Ahmad He is from Afghanistan he was really nice professional he helped us a lot I like this store Thanks Mr Amol And Mr Hazim You guys are awesome. read more

Very helpful location! I didn't wait long at all. Jake helped me and was very knowledgeable. He explained everything and when i had an issue with my phone after i left he was quick to respond and help resolve the issue. read more

Verizon you suck! We've been with you since 1986 personal and business phones. My husband spent an hour ordering the I Phone 7 online and instant chat to be ready to pick up. Six hours later we arrive no confirmation email was sent so we couldn't pick up the phone after 45 minutes waiting in the store. Couldn't even start a new work order. Thanks for wasting our time. No $700.00 dollar sale for you. Salesman was embarrassed but couldn't fix it. read more

This store is very shady. All I wanted was a data transfer from phone to a new phone. And they wanted me to pick a new phone number then sign documents. Already had the new phone from another store so seems like they were looking for a way to set up everything from scratch to get the credit. Was there for 45 minutes while he is on the phone telling Verizon we bought the phone at a place we did not. You get the Used Car Sales approach at this store. read more

I was just in here and Jason was awesome. He is knowledgeable and incredibly helpful. He also has a TON of patience for all the questions I had and my changing my mind a million times! read more

No other person has helped me so much like Lewie . I have a business account and when I first signed up I had a sales men lie to me and tell me iPhone 6's weren't for sale trying to force me to get a 7 . I explained I needed the earphone outlet for biz sales but he still sold me sevens that I had to exchange for 6's because they didn't have outlets . This bad guy disnt give me my biz account discount on over $300 of accessories! I also bought an antenna tower that never worked for my account and the outside biz Dept was trying to help me but I was trying to be loyal to the store biz dept , no one ever reached out ! However Lewie has helped me even when he was at a wedding and I texted him on his day off ! This man will take care of you and I didn't feel the rudeness or possible discrimination from the other men that didn't actually help me ! He calls or texts on his day off to make sure I'm squared away ! I would ask for him for any purchase is I was you because he will always help you so long he is alive . Even when enjoying his day off at a wedding .... he took care of me and I'm on my way on an emergency flight to Canada ! Most unique and quality human being ! I will always refer to him as he is loyal and dedicated to his customers ! I'm writing this review while at LAX and he is worth every minute I spend writing this ! I hope Lewie's manager or supervisor see this review and sees his dedication ! He deserves a raise and to move up in the company and if you don't want to do that let me hire him !!!! Love Your very humble and thankful customer Sarah Oliva read more

My experiences at any Verizon store has been mixed, for as long as I've been a customer. But this store's staff sorted out a lot of requests, gave me the best deal, and were fast about it--none of the "let me ask my manager" long pauses. It was a "I asked my manager and got you this..." so it was taken care of for me. I only go to this Verizon store now, even though it's not the closest, it's worth it. I'm sorry I don't remember the young lady's name who assisted me, but she rocked it! read more

Excellent Service. I was in and out with in 10 minutes. Was greeted with great customer service. Will come again If I have any problems with my service. Wish I could remember the reps name. Will recommend if anyone needs to go to Verizon. read more

Adam at this store was awesome and made me feel like I got top notch service. Went there with a broken note 5 and came out with a brand new note 8. Couldnt be happier. This guy explained everything and took the time to swap my contacts and other things. I could have done it my self but since I'm spending the money on a new phone, why not. And I didn't even have to ask Adam he just went ahead and did it. He showed me that not only was he a people person but went the extra mile to make sure I was happy and if he did this with me I'm sure he does it with everyone else. Dude needs to be blown up on Yelp for his excellent customer service skills and for caring as a person. It's hard to find these days someone that cares about there job and cares about the customer. Thanks Adam you da man. read more

I was so sick to have gotten rid of my IPHONE 5S for a Miserable Samsung Galaxy 4S. Never user friendly. I encountered a great smart easy on the eyes Sales Associate, Jennifer. She was not only Beautiful, but smart and found me a great deal to a new IPHONE 5S and kept the Samsung to give to my daughter... A Win, Win.... read more

I am typically not a fan of walking into a cellular store but was pretty impressed by the attention the team makes once you are there. This would have been a 5-star review, but the wait time was more than I expected. I know it is out of their control, but there were ways to mitigate this. Thank you for the quick resolution. read more