JASON..... He is ABSOLUTELY the best customer service rep of ANY company/store I have ever been to. His knowledge of cell phones and such is beyond anyone I have ever seen. I cant believe he is not climbing the corporate ladder (maybe he was offered a job but turned it down) either way everyone from the president of Verizon all the way down to a new customer service rep. can learn a tremendous amount form him. GREAT JOB JASON read more

My husband and I went in the store 11/9/14 on El Toro and were looking to upgrade his phone. The salesman and manager kept pushing us into changing our plan to "more everthing plan" plus edge program, they said it will be cheaper. They gave us a quote of $235.40 for 4 smart phone lines and 1 basic phone. This includes $4/month for the Note4. The plan has unlimited text, minutes and 10 GB. They also said $10 extra for 15GB (we had unlimited data on one of the lines originally) and $10/month extra for the IPhone6. That will get it to $255.40. Now I found out that VZW is charging us $277/month. I called customer service and no help what so ever. I've been with VZW for years and I am soooo disappointed with customer service I am getting. So seriously thinking about changing companies. read more

My wife and I were loyal Verizon customers for sixteen years, beginning with home phone service and cell phone service... Then expanded our commitment to them with the emergence of Fios, upgrading to one of the upper tier packages that included our cable and Internet services - not to mention that we have four children and our parents are getting older and thus beginning to require assistance and some payback from us financially through the years. Long story short, we had Verizon for everything, and even had a wireless account with eight total phones/devices totaling our monthly output to Verizon at approximately $700/mo!!! When our contracts expired, Verizon's poor customer service department through three levels of management would not match the pricing for us to equal that of which their brand new customers were getting, which I knew about through their relentless shelling out of marketing dollars to put full color flyers in our mailbox on a daily basis in an attempt to gain new business. Some thank you to our longstanding loyalty. :( I will never return to the depths of Verizon/Verizon Wireless. read more

Felt like I was dealing with a used car salesman a sleazy one at that. All I wanted was a simple transfer of cellular service from one Ipad to another. I was up sold and up sold. He knew that I didn't want a new contract. At the end I asked him if I had signed up for another contract he said yes. I was never told that! I undid the deal he was bent out of shape. Wouldn't do what I came in there for. I will not go back to that store again and we will more than likely switch service to another company. read more

I just wanted to express my gratitude and appreciation for the amazing and outstanding customer service at the Verizon store which is located in Lake Forest. Mr Romeo helped me to up-grade a new tablet. He explained everything very well he is very knowledgeable with great skills and very sincere!!!!!!! Mr Romeo has years of experience and is trustworthy. I highly recommended this Verizon Store because they are committed to perfection and have great customer service. The staff are very professional, friendly and outstanding. Thank you read more

The service is horrible and the employees treat customers and potential customers rudely. My experience was disgraceful. My visit was a complete waste of time because the staff was useless and more importantly, unkind. I dealt with a manager named Patrick. read more

Definitely sorry that I switched to Verizon. Extremely long waiting times both at this store as well as on the phones. Not happy. :((

Went in to try to find a case for an iPad Air 2. The place was packed, but the staff was very attentive and helpful. They brought me out a selection of cases, and had me out the door in no time! And, because I am a VZW customer, I got a nice discount to boot! Love Verizon! read more

They apparently drill the "retain customers at all cost" slogan into their employees because the supervisor who took our name down at the store was visibly bothered by us wanting to cancel after a week with them. We left AT&T because we live up on a hill and have trees that cause signal interception issues. We have one bar at our house. After switching, we didn't see a difference and we lost signal more often driving through our neighborhood. The supervisor at Verizon did not have a smile the entire time we were waiting and when we explained our legitimate reasons (our right to cancel whether we had one or not) for wanting to cancel, he started spinning his key chain around his pointer finger like he was irritated with us. My husband who is very laid back and easy going actually asked him bluntly, "you seem to be taking this personal against us." He straightened up and realized that we were not going to ignore his attitude towards us and said that he does take it personal because he wants to make his customers happy. Really? How is not smiling and agitating your customers any effort towards making customers happy? Never again. This place is the most unfriendly business I have ever set foot into my entire life. read more

I decided to go into this store because it was the closest one to my place. I had issues with my Galaxy S6 after the android update. After entering the store, I spoke with Amal the manager on duty. I gave him my name and my situation. Immediately after, he told me that there was a glitch that happened to some of the S6 phones and that Samsung is in the process of creating a patch to fix it. He then turned my attention to a person named Alessandro. He was professional but very unhelpful with my phone. It turns out that he was proficient with iphones and not android phones. It really upset me to have the manager have me talk to a representative who is not familiar with android. I would have waited to speak with an android specialist, but then again if you work for a cell phone company training should be covered for both platforms not just one or the other. He wasn't much help either, I also needed to update the iOS for work iphone 5s; at least he was competent enough to help me with that. Afterwards, I went to a different verizon store on another day and they handled my situation within 5 minutes. They didn't give me any BS about a glitch, the manager at the Santa Ana location knew about the issue and resolved it for me a timely manner. My recommendation is to go to another verizon store. I am not even sure if this current location is an corporate store or if its just a general verizon store. read more

I was having phone application troubles and Wes came to the rescue. He got my phone running smooth again. I also needed to activate a refurbished phone and when he tried initially to activate it it was showing still belonging to another line. I thought I was going to have to return the item but he was able to get everything straighten out in about 15 minutes. Wes was extremely knowledgeable and helpful. I arrived at this facility with a pre booked appointment and literally had no wait time. Great experience! read more

I have to share that I LOVE my Verizon Wireless Store on El Toro Rd In Lake Forest. Jason has been taking care of me and my family for a long time and rarely do I leave there without him adjusting my plan to reduce my monthly rates, equipment and accessories that I need or outstanding tech support and service. I do hate the Verizon policy of taking a number when you walk in to talk to someone about anything, but the team at this store regularly approaches people without waiting for their name to be called. Jason takes the time on every new phone purchase not only to get every discount possible, but to make sure I have everything I need, running down a checklist of what I already have so I don't buy something I don't need. Thanks Jason - I love the Samsung :D read more

I have been fighting with Verizon customer service since March for an equipment fee: they said I didn't return it but at the same time have the tracking number and told me they have the device... Yet they still wouldn't take the charge off my bill. I called them over 12 times to get it fixed and no one would fix it... I finally went into the corporate store and Patrick helped me! Not only was he really nice he called them for me and helped me get the charge off! He is excellent...I hate Verizon's customer service but Patrick is amazing!!!! Thanks Patrick! read more

My wife and I went to the Verizon store on El Toro Road and were helped by Alex Van Daele. Alex assisted us immediately as we came through the door and patiently answered all of our questions. We were transferring a phone number from a Sprint account we were closing and I was a little concerned but it went seamlessly. My wife upgraded from a iphone four to a six-plus and is amazed at the dramatic increase in speed. This comes with a cost of course and we are paying about $40 more (including $10 a month insurance) but in terms of speed and reliability, it is worth it. Thanks Alex for a great experience. Jeff W read more

Verizon used to care about customers. NO MORE. The store is there to sell. If you have a problem, good luck. I say GOOD BYE!

My mother is 83 and bound and determined to learn her new iPhone. Today a technician named Jason from the Lake Forest store went out of his way to help her with a technical problem. I can't tell you how much I appreciated his caring approach towards my mother. Thank you Jason for your time and caring effort. read more

Let me start by saying the customer service of a sales associate "Lewie" was phenomenal! So personable and kind. Went out of his way to help, answer questions, and fix problems. We had to go to the store twice in one day and Lewie made sure to take of us right away and walked us out both times. Very kind guy and great sales associate! We always ask for him and his does his best to accommodate us! Thank you Lewie! read more

I went in for an upgrade and was a couple days early. Instead of just telling me they were unable to upgrade me I was harrassed to buy all their products for over an hour. I was first told that it would be possible to upgrade and then they told me that it would not be possible after spending one hour and fifteen minutes waiting for them to fix the techinical difficulties our sales person said they had. What a waste of an hour of my precious weekend. No help from the managers since I did not buy any of their extra products they were trying to sell me. I would not reccomend this Verizon store. I have been a loyal verizon customer for many years. Too bad I am looking at other cell phone providers now. read more

My sister gave me an IPHONE so I went in to get it activated and I wanted prepaid. They chick helping charged me $80 before my phone was even turned on ($35 for activation fee, $45 for prepaid plan). When she tried programming it, it wouldn't work so after an hour she told me to go home and wait til midnight and try and turn it on then. Midnight came around and my phone still didn't work. I called the Verizon customer service and the gentleman told me they were doing updates, try again in the morning. Still wouldn't turn on. I called the next day and no one seems to answer the phone at this store. I went in and asked for a manager, I got someone to help me right away. I explained to a gentleman what had happened. He worked on my phone for an hour and finally told me that they had been having problems with prepaid for two weeks now.... Why didn't anyone tell me this before???? So he told me he was going to put me on month to month and when the month is over to come in and switch to prepaid. A month later I went in to the same store and talked to them about switching to prepaid. The guy who helped me the last month signed me onto a two year contract without my permission. Took about an hour for them to get me off the plan and switch me to prepaid. Once I finished I realized they had charged me twice for the month of October. I am currently still waiting for my money back. read more

We went there today to upgrade my wife's phone. The manager put us on a waiting list. That is okay but when a well endowed young woman came in and was immediately helped by two young employees while the rest of us older or elderly customers are not helped--that is wrong! The manager knew what was going on and didn't do a thing to correct the wrong. Then when we finally were helped the phone my wife wanted was out of stock. Don't blame the employee for that but he tried and tried and tried to get us to take another phone. Don't like being pressured like that. We will go try another store. read more

I have never been to a worse Verizon store. Customer service is horrible. I was sitting and waiting for a phone call from Verizon corporate, so I had a seat while I waited for a solution. While waiting, there were 3 representatives at the front of the store near me. Lewie greeted a customer who was asking a few questions and left the store. He started talking about the customer as soon as he left. That's what they do. If you have an issue or questions, just know that you are being talked about as soon as you leave. It's also very unprofessional to talk and act that way on the floor where there are other customers listening. They are also very pushy with sales. You observe this when you just sit back and notice your surroundings and the environment. They can't really do anything as in solutions for you. I'm really disappointed especially since I just changed over from a different company. I will probably never return to this store again just based on the service the last 2 times I was here. read more

This is one of the most miserable businesses I have ever had the displeasure of walking into. Employees for the most part have no idea what they are talking about. They also rude, push unwanted services and accessories upon you at every opportunity even after you tell them no. The last time I was in this location I bought an iPhone for my grandmother. Aware of previous visits, I told the female employee that I simply wanted the phone and did not want ANYTHING else. She went in the back room and brought the phone out while having the audacity to also bring out accessories that I specifically told her not to bring out. Going to Verizon in itself is a waste of time with their awful customer service and so when I ask for the process to be expedited I expect it to be. The female employee ignored my continued requests to not bother with the accessories, and decided to show my grandfather these accessories instead. We did not buy any accessories as I said we would not and I only got some sort of half hearted apology when it turned out I was the one buying the phone. Unacceptable. read more

I just had the best experience with any cell phone distributer. 2 days ago I went to the verizon store at the spectrum and was desperate to replace my shattered phone that I took the "yeah sure, that's a good choice " recommendation from the sales rep. Don't get me wrong, he was nice, but I was more focused on the need right then. The next day I went to another store in Lake Forest to exchange the phone as I was not a fan, and this store exceeded my expectations... and then some. From showing me countless number of options of what I could do, giving me honest opinions on devices that were important things to consider, and saving me a LOT of money while hooking me up with WAY more than I could have anticipated and just having top notch customer service skills with not only me but my children as well. I will never go to another Verizon atore, and neither should you ! If you need to go to Verizon, go here and ask for Juan! read more