This store is so ridiculous! 90 minute wait just to exchange a charger! This wasn't a 1 time thing either. I've tried returning this stupid thing 3 times! Typical wait time is 45-90 minutes. Get it together Verizon, keep a staff member exclusive for returns. read more

I was assisted by a gentleman named Sean. He was a sincere professional. He knew his job well and helped me out immensely. He was patient, knowledgeable, expeditious, and extremely compassionate. Highly recommended. read more

I had my account opened with Martin Hernandez . He patiently guid us through the process and followed up to make sure everything was fine. He helped us get the plan that we were looking for and went beyond expectations. Thank you Martin read more

Came in this summer because I couldn't charge my Samsung phone. Sales associate Wes said my phone was fine after running some tests. Went home, still didn't work. Came back and he said there was erosion damage. They sent it out for repairs. 3 weeks later, find out it was fine. When I went back again with the replacement, I ended up paying for a memory card when in hindsight I didn't need one. At first I thought my lack of knowledge had something to do with the issues I was having. After sorting things out with Verizon customer service on the phone and doing some research, I'm a lot more studious before I go anywhere now. I feel ripped off. Wasted a lot of time and energy here read more

Paul M. Was very nice today, he took the time to transfer data from my old phone to the new one, unlike the guy at the spectrum store who said we don't do that any more!! Thank u Paul M. read more

Unbelievably bad customer service at this location. Don't waste your time coming here. There is nothing this store has to offer that you can't get online. There staff is rude and can not help you with what you need. read more

Horrible scam artists. I went in to get my mom a new phone, and the guy wrote down prices how we would save money by adding two new phones - he was talking and writing things down, to the point where I could not understand what he was saying. He was a sleezy sales person that played me for a fool - I even took the paper and will be going back in to show him that my current bill is $30 MORE a month. They will do and say anything to sell you a phone and make you pay more. This store should feel ashamed of themselves. read more

Terrible experience here. I came here after spending over two hours on the phone with customer service and tech support the day before. Customer service told me that to fix my issue they would need to have physical access to my device and that I needed to go to a Verizon store. When I got to this store, I was told continuously that I needed to fix it with customer service and that they couldn't help me. I let the employee know that I had already spent a good part of the previous day on the phone with customer service, who then told me to go to the store. The employee told me that customer service would never do that and very rudely refused to help me. I told the employee that I had done everything I could do fix the problem from home including changing my PIN, resetting my myVerizon account, and having remote tech control. The employee finally took my phone after several minutes more of discussion on my previous attempts to fix the problem and was able to fix the issue in less than 5 minutes. I will not be back to this location. read more

I usually have great service at this location but today was a different situation. Had a issue with my phone so I walked in - the gentleman that greeted me was friendly and said the man behind the counter would help me. I stood at the counter and the man that was to help me walked around the counter to where I was standing asked what was wrong and as I was explaining best I could he rudely looks at me and asks me to "move over and give him some space" . I was so shocked since he walked up to me I hardly knew how to respond. He proceeded to tell me I didn't know what I was talking about, that my internet service was not good enough and maybe I should get a different phone. So disappointing since I have been a Verizon customer for over 12 years. Can't believe this is the image Verizon wants to represent. I won't go back in this store. read more

Received accommodating, professional, effective service each time I have gone to this store - 3x in the last year! And I go to THIS store in Lake Forest, though I have another Verizon Wireless within 2 miles of my home in Irvine! I have had hardware issues each time - battery/phone/case items. In each case the manager has had to approve my request, and has done so. My last Customer Service Rep was Sara, and she was went out of her way to help me get what I wanted. I say, give this store a chance. Be realistic - those that work there are not responsible for policy issues or your time restraints. I respect those who get frustrated if they have had a bad experience, but what is the expectation/attitude going in? The Reps in the store can't give you something that Verizon wont allow. I have not made appointments but I also go during non-peak hours, in the evenings after 7:00. I allow myself time in case there is a crowd and I am friendly to the reps, understanding they face challenges all day long. Treat them the way you want to be treated, with courtesy and respect. Hey, try going in with a smile and I bet you will leave with one - Just sayn ;) read more

Worst treatment by a manager, Gillermo, ever!!! I have never seen anything like it in my life. He could of cared less about the problem, which was Verizons fault to begin with!!!! This location is aweful and should be avoided at all costs!! read more

I've never been in a store with every single employee so unwilling to help anyone, until I visited this Verizon location. My husband and I went into the verizon store to check out the new Galaxy S5, which had come out that day. The store had about 8 customers and two verizon employees. A man named Guillermo took our names and informed us that it would be about half an hour wait to be helped. We went over to the S5s. One of them was completely dead despite being plugged in. It would not power on. The other phone was completely locked, with only emergency and the camera as options. Surely there were other people that would want to check out the hot new phone right? I asked Guillermo how to unlock it. Despite just standing there with his ipad doing nothing, he responded "We will help you when it is your turn." I responded that I just wanted to see the phone while I waited. He dismissively responded just to slide my phone on the screen. When I explained to him it was locked, he just ignored me. I pressed that it should only take a second for them to unlock it and he just told me to wait my turn. After this, another customer complained to Guillermo that others had been helped before his wife. He was rude to the customer, saying "What do you want me to do?" and snickered when the man told Guillermo he would complain to corporate. I tried to get the other verizon employee to unlock it, who was standing in front of the S5, while her customer was calling relatives to retrieve passwords. She insinuated that I tried to "jump the line" and that I would only get helped when it was my turn. I still don't understand why either employee couldn't take the half a second to either unlock the phone, or simply explain that they didn't know how to and would need to look it up. Insane... two verizon employees (Guillermo informed the customer who had complained that there were three employees but one was on lunch break) just standing around not being a help to anyone. Ludicrous that the day the S5 comes out there are two on display and I can't even see the home screen. I can't imagine going into an apple store and not being allowed to play with their iphones. read more

It was launch day of the new iphone 5 around 7 PM. We are current AT&T customers, but not any more!! We went in this Verizon store as my hubby broke his phone with AT&T, We know that around MV and out in AZ, Verizon is hands down better, so we wanted to switch and soooo glad we did!! Sarah at the store spent so much time explaining everything to us, we switched over that night, ended up getting not one but TWO new phones, I got my iphone 5!!, and a Bose wireless speaker and even switched our home phone service to Verizon away from Cox!! They were awesome, didn't get out until 9:30 and the girls that helped us, still had smiles on their faces!! Awesome experience, I highly recommened this location. They could have been grumpy because of it being late and launch day, but they werent't! Helpful, efficient, smiling!! read more

I have held off on this review pending the outcome of the bait n switch and out right lies from a transaction on June 17th with sales person Willis then follow up added issues with his general manager in store Naugama. I came in for a hot spot and prepaid minutes for a road trip not covering areas I was traveling. I walked out with 2 phones and some device called a Hum that I was assured was No cost to me because they are trying to get them out there. I was in the store on the 17th for over 5 hours. My new phone which I was assured over and over had all my old phone did and then some. You have to rely on sales team as there is no signage next to the devices to state their features. After trying to get my phone set up over 4 hrs at home and having issues ( even took screen shots of errors) I called customer service told them just a few of the problems and I was told it hasnt even been 24 hrs... Go back no questions asked and get your old phone and cancel everything. Well I did just that. Naugama and Willis were there gave me more run around. Turns out Willis isnt just a salesman that knows nothing about his product he also is reckless with micro sd cards and broke mine after moving it back n forth multiple times between phones and now even 2wks later sensitive info I had is gone. Then Naugama said well they dont last forever. Mine was only 17 months old. If I wanted one for my trip I had to buy another $21.59 later yep he made me pay for it. The sad thing is if I hadnt been exhausted from trying to set the darn phone up 5hr in store 4hr at home that night and 4 more in the morning I would have been more effective in the store. You see Willis lied about the products capabilities, the products he supposedly gave for free, the incentive CASH GIFT CARD to pay off my old bill and even the billing cycle and expected due date for the first payment. I walked out 18th with paying for a replacement sd card as they knew I was going on vacation 36hr later and had to be done. Naugama even made remarks of Id hate for you to be so far from home and not have this. If you still dont like it we'll take care of it when you return. I didnt want their Hum in the 1st place and now 12hrs after giving it to me I see an email bill. If they tell you you wont have to pay for 6 to 7wks Lie, gift card to pay your prior carrier LIE (it was an email with promo code from Verizon store. I cant pay a bill on a phone to a competitor with a verizon shopping code. Then the Hum he gave $10 in monthly charges and to give back Something I didnt buy $35. Bottom line they had my phone to return to me and didn't on Sat the 18th. I understand signing all phones turned in not returnable. However, that is done by the consumer expecting a lawful transaction of which this was NOT. I HAD HUGE PROBLEMS ON MY ROAD TRIP with their products from phones to coverage to hotspot. I spent 2 hrs on the phone in a hotel room with customer service being told I had been lied to (this is their own tech team 2 now telling me I had been lied to). Fast forward return from vacation go to store again manager was there when I walked in and smiled then apparently slipped out a back door. The only saving grace of that store is a sales person named James. He has taken my venting and been honest on what their products services and billing are. Even he said Willis didnt share the proper process. But James has no power to fix this. Naugama did on 3 occasions and didnt. Then when I said I was calling his regional manager I got a smart comment you cant reach him he is on vacation. Wow really thats like a bully comment. Well fortunately the regional manager Mike is very nice and Did answer his phone on vacation and then Naugama was finally forced to take products back on this 3rd attempt. I cant get my phone back as they disassembled it and scraped serial numbers off. Again I would have honored our agreement if the sales person hadnt lied over and over to increase his own commission. I am hopeful the stand in for Mike (Luke from another store) will do the right thing because Mike is on vacation still. I've been at this now 2wks today. If you are passionate about verizon, I am happy For you. Stay away from Lake Forest or at least only get James. read more

The model for customer service which all Verizon stores should strive for. Had multiple Blackberry problems and they always helped me without a lot of wasted time or drama. Their customer care built up a lot of loyalty points with me. read more

service is super slow here.. i had to wait for a good 20 mins before someone came to actually help me. they have plenty of staffs but not sure why with the slow service. the rep here is also very pushy as if they are trying to force me to buy the phone or something... location wise is very good and convenient. plenty of parking spots but could get pretty busy on the weekend. read more

Too bad I had to give them one star they are sneaky they will get you to sign up for stuff you don't even want and not even tell you now I am stuck with a bill for $150 because they said that tablet was for free they are liars liars liars liars liars do not sign up with Verizon repeat liars liars liars read more

Just received exceptional service here from Elijah, he knows his stuff, and saved my daughter's phone from the eternal red start up screen. Thank you, Elijah! read more

This place has the worst customer service... I never write reviews on these types of things, but I strongly feel like I need to warn people about Verizon and about the staff at this location. We went in about a week ago to get a new phone they said that if we switched to home phone with Verizon and put it on a plan with our smart phones that our bill would come out cheaper. Just received the phone bill and what we saw was not what we signed up for... They knowingly lead us into signing a contract that was not verbally explained to us... Talked to the store manager,Rudy, and he was very unhelpful and refused to give us service, said he couldn't help us. No staff is on the same page, MISMANAGED worst customer service... Please be aware and always look at what you are getting into with them! read more

why there is no zero star selection??? absolutely the worst verizon store that I have ever encountered... Worst treatment by a Manager, Guillermo, ever... I have never seen anything like it in my life... I think it is kind of discrimination... because while I was waiting there for more than 40min, I saw him was helping few of his own people who came after me. When I ask him how long I have wait, and he suggested me to go to other verizon store... what kind of attitude is that???? He is not trying to help at all... very rude service. I am not suggest anyone goes to this verizon store... Worst manager = Guillermo Worst manager = Guillermo Worst manager = Guillermo Worst manager = Guillermo Worst manager = Guillermo read more

Had a good experience at the Verizon store in lake forest after several poor experiences working with Verizon customer service. I had a busted iPhone 4 and needed to get a new phone even though my upgrade was not up for renewal for several months. I went to the store and Sarah helped find me an accommodation to both upgrade my phone and iPad at a reasonable price. I was also shown and bought several quality accessories for my iPhone 5s that are very useful. Sarah was great to work with and even though it was a long transaction with several trips to the store, she hung in there with me with a smile until I got what I needed. Highly recommend this store and working with Sarah. read more

Not enough staff. I've been waiting an hour for help! They said they don't have enough money to hire more staff. What a joke

Stay away from big Andrew ask for an honest sales person he is a fast talker and very dishonest in his sales approach, he took me off of a grandfathered plan and put me on a business plan and said nothing would change. omg everything changed and it cost me a month in advance even though i have been with Verizon for 10 years never late on a payment and it cost more monthly. What has happen to this world I thought honesty was the best policy read more

I've been to this location several times and the employees have never been helpful, most of them know very little about the products they are selling! As a stock holder very very disappointing. read more

The staff here is great. Louie is definitely your go-to guy here! Never had any problems with products or services here!

No customer service. They don't want to help their customers. They lied about Internet capability to switch numbers on phones when I did in fact do that without having to bring both phones like they said. Seems to be the reputation they have at these stores so this one is the one I complain about. The looks on their faces show they intentionally will lie cause they know I know too much and want me out. It's pretty bad what verizon does to their loyal customers but the staff shouldn't be the face of how the organization runs. read more

Today, I stopped by to get assistance for an issue I had with my phone. I was quickly greeted by an associate (i think her name was Lisa) with a great big smile and a helpful attitude. She quickly pinpointed the issue and was able to resolve it. She did mention some of the latest products they offered but I kindly let her know that my brother is the head account holder. She did not try to strongarm me into buying anything, which I appreciated. If I were to get a new phone, I will definitely go to her due to her genuineness. read more

Couldn't be happier with my experience here today at Verizon. My wife and I just switched over from a different carrier. Verizon has some crazy good deals going on for the holidays. The specialist I worked with was Wes. He was friendly, knowledgeable, and he was able to answer any questions I had. Usually, when you switch carriers you expect to be at the store for a decent amount of time, but then it ends up being 3x's as long as you were expecting (We all know the struggle!!). Well, today that was not the case. Wes was concise but thorough, and he had me out in just over an hour, new phones ready to go! I highly suggest you drop by, take advantage of the specials they have going on, and get that new phone for the holiday season so you can somehow pass the time at all those awkward Christmas parties :-) read more

I came to this Verizon because my phone was not turning on. I was greeted as soon as I walked in & Staff was very attentive to the customer's needs. Then a nice young man named Jake introduced himself to me. He was very honest, I did not get one vibe of that 'salesmanship' that I so do not like! It was a very relaxed conversation, he was very likable, it was like talking with my son. He made me feel like he was really looking out for my best value in what I need. He was so pleasant and tolerated several phone calls to my daughter and my son to make sure that they were getting what they needed also as I took advantage of the buy one get one free iPhone sale!! Then a lovely sales woman named Geneva came along and added to the great customer service experience. These two were so nice, friendly and HONEST! Jake showed me some really great deals and I happily added to my purchases! I will definitely come back to this Verizon and refer my friends. Thanks Jake & Geneva and Merry Christmas!! read more

My phone had a virus and would not take a charge. I went into the store and a new one was ordered. I needed to pay an additional $15 to have it shipped by next morning. I asked for an exchange battery so I would have service for the day. They did not have one. REALLY? A major hub store and they don't have a battery for a Galaxy III? They sent me to the RSM store, gave me a specific name to ask for and told me they would exchange the battery. I drove all they way, two cities over, to be told they don't exchange batteries and I had to buy one. What choice did I have but to buy one, only to have to go back and return it the next day for a refund. ATT&T does this at no charge, as does T-Mobile who I just switched from after a 12 year association. I'll be back T-Mobile!! read more

An employee named Jason was very knowledgeable and helpful when me and my wife came in to activate her new i-phone. I'd ask for him if anyone plans on coming to this location. He didn't try to up sell us or put any pressure on us. It was a very pleasant and laidback experience. The rest of the staff was really cool to us as well. read more

Not our regular Verizon store, but we went in because my son wanted his iPhone 7 accessories NOW. Lewie helped us out and the service was A+. Rang up the bill several ways to make sure we got the best deal, applied the screen protector, and showed my son how all his new gadgets worked. Worth the extra trip down here for the extra customer service! read more

Jeremy is a great salesperson and explains things very simply. I recommend him for any transaction. Good guy who knows his stuff.

Awesome service! I've been a Verizon customer for awhile now for over 16 years. This store in particular has motivated staff members committed to one thing...getting you in and out the right way. Hassle free communication without drama. They get right to it and honestly you don't believe it, at first, until you re-verify! Definitely, visit this particularly store especially because the holidays are coming! Shout to El Toro Verizon! read more

Beware me and my wife opened an account with this Verizon location one of the employee by the name edwardo or Edgar opened our lines and asked us if we wanted to add an iPad they would finance it with this new program and asked us if we wanted to put money down so my bill won't be that much a month well I said yes I gave him $200 cash and now I find out he stole my money screwed up my account I was over drafted when we swiped our card to pre order our iPhone 5's and the store manager looked like he didn't care he doesn't return my CALLS AT ALL so I opened a case with Verizon corporate in New York be ware this store doesn't know what customer service is very dishonest read more

Against my better judgement I went back to this store. I had a horrible experience prior to this visit with customer service. I dropped my phone this morning and went to this store for help. Ughhhhh! They were not any more helpful than before. I got there as soon as the store open and waited while three associates berate an elderly women to tears. After I explained my problem they were short, curt and basically disrespectful. I left the store and immediately went to the Spectrum store. A lot farther and more of a hassle (pouring rain) but well worth the effort. I have written letters to Verizon regarding this store. I guess it doesn't matter. GO TO ANOTHER STORE! read more

Extremely horrible, rude service. I am actually standing in the store as I type this. I walked in and a lady walked up not even a minute after I can in a she got helped first. What happened to customer service people?!? If you use apple products I HIGHLY suggest you go to an apple store to get help. I sure wish I would've. All I came in to do was return a phone case and I have to wait 45min?!?! That's not customer service. I have worked in retail in my teens and this is not the way I was managed or the way I would've ran the store.... So that's why I gave it 1 star.. Poor poor poor..: what a shame read more

[JEREMY HAD DONE EXCELLENTLY WITH HIS JOB!!!] I have been having a problem with my new prepaid sim card that purchased from Verizon Victra store (which i thought this was the official verizon store). I had a problem on the sim card activation since the first day. Short story, i've been spending my time on calling the customer service and all, not to mention gas, as well to visit Verizon stores back and forth to fix my card. Until today, i decided to go to this Verizon again and with a hope, of course, my phone is going to work. JEREMY, helped me with my case. Within 10-15 mins, he solved my problem. He knew what he was doing and it was so easy for him to find the problem. I didn't need to do a complicated things like before. It was just a snap then he found it. I couldnt be so happier than this. I really thank him that he could help me solve my problem that had been happening for like 5 days since the first day getting the sim card. So, JEREMY is really recommended!! He surely knows what he's doing. Not looking confused and all. He's calm. GOOD JOB!!! THANK YOU AGAIN JEREMY!!! read more

Call twice and was put on hold for over 8 minutes and no response. I was forced to go into the store and waited for another 4 minutes until the associates we're done talking to each other regarding non-work conversations. Found out they didn't have the product I was looking for. Overall worst customer service at this present location. read more

Third time is clearly not a charm for this Verizon store. I'm really done with them this time. I went in a couple weeks ago to upgrade to an iPhone 6+, which they said over the phone that they had in stock. They did have it in stock, only they told me they couldn't sell any because they weren't listed in the inventory system. I'm sympathetic to computer glitches from time to time, so, okay. I asked them to call me when they got it straightened out. Two weeks later, and I'm typing this on my iPhone 6+ from the IRVINE store, and I still haven't heard from the Lake a Forest location. :) read more