Matt was able to get my son's tablet up and running perfectly. Our SIM card wasn't working so he helped get it going.

**WARNING: This is NOT actually Verizon.** If you're considering the "Verizon" store at The Shops at Mission Viejo, understand what we wish someone had told us before we walked in. The sign says Verizon. The mall directory says Verizon. The employees wear Verizon shirts. The sales pitch is "Welcome to Verizon." But the moment something goes wrong, you discover you're not dealing with Verizon at all -- you're dealing with **Victra**, a Verizon authorized retailer operating behind Verizon branding. And apparently Verizon and Victra communicate with each other about as effectively as two strangers passing notes through a brick wall. What started as a simple cellular service transfer has now turned into a **two-month bureaucratic nightmare** that is STILL not resolved. After opening service, we discovered Verizon coverage at our new home was terrible. We cancelled almost immediately. Verizon provided us with a UPS return label, we shipped the phones back exactly as instructed, and Verizon confirmed they physically received them on May 6. Verizon's own representatives later verified receipt of the devices. Simple, right? Wrong. Months later, we were still being billed. Then over $2,000 in device charges appeared on the account. Then we were told there was an iPad installment agreement for an iPad we never purchased. Then Verizon removed some charges. Then Verizon opened billing disputes. Then Verizon told us the problem belonged to Victra. Then Verizon told us we needed to deal with the store. Then Verizon told us the store should issue refunds. Then Verizon threatened collections. Let me repeat the most absurd part: **Verizon provided the UPS return label.** **We returned the phones using Verizon's label.** **Verizon confirmed they received the phones.** **Yet we are now being told we may need to go back to the store and somehow return devices that Verizon already has in their possession.** You couldn't make this up if you tried. The entire experience feels like being trapped in an endless loop where Verizon tells you to call Victra, Victra tells you to call Verizon, Verizon opens another ticket, another department gets involved, another promise is made, another billing issue appears, and nothing actually gets resolved. At one point, a Verizon representative informed us there was a device installment for an iPad on the same day we opened service. The problem? We never bought an iPad. We explicitly declined an iPad. The only iPad involved was my personally owned iPad purchased directly from Apple months earlier. Yet somehow an iPad installment appeared in the transaction records. Today -- more than two months after cancelling service -- my wife has spent **over two additional hours** on the phone trying to sort this out on top of the countless hours both of us have already wasted dealing with tickets, billing disputes, escalations, store visits, chat sessions, and customer service calls. Think about that. We cancelled within days. The phones were returned. Verizon received the phones. And more than two months later we're still spending hours of our lives trying to convince Verizon and its dealer network to agree on what happened. The truly infuriating part is that customers are never told they're entering a separate business relationship with Victra. Everything is branded as Verizon until accountability enters the conversation. Then suddenly you're informed that Verizon can't access contracts, Verizon can't issue certain refunds, Verizon can't see certain records, Verizon can't fix certain issues, and Verizon can't help because it's actually Victra. Had we known we were dealing with a third-party dealer operating under Verizon branding, we would have walked out immediately. This has been, without question, the single worst wireless carrier experience we've ever had and one of the worst retail experiences of any kind. If you're shopping for Verizon service, drive the extra distance to a genuine corporate Verizon store. Because when things go wrong here, you'll quickly discover that "Verizon" and "not actually Verizon" are apparently two very different things. read more

Verizon - Mobile Phones Near Me - Mission Viejo, California

Verizon in general is not helpful. They're very helpful until you sign a Contract Then try and get help. read more

I visited this Verizon store to upgrade my phone & internet. The team was fantastic in answering all of my questions & assisting in the process of setting up my new phone & plan - specifically Ben who was extremely patient & accommodating. They even helped me to lower my existing phone bill without losing any benefits! I recommend coming to him & this location for anything you may need. read more

Read the negative reviews on Yelp or Google and stay away from this place. It's been nearly 24 hours and one of our lines still can't make phone calls, wasted 4 hours with customer support as well and they can't help. On top of that the rep "forgot" to mention how much it would cost to activate our devices and happened to "remember" after the lines were already being activated and it was too late to back out. Also, make sure to ask about all the surcharges before committing. Your monthly bill will be around 20% more expensive than they advertise. If you're still not convinced, look at the generic responses to the negative reviews. read more

Came to get some phones for the family and was helped by Ben, super helpful and upfront about everything we were purchasing, if you're looking for clear direction on how to get the best bang for your buck I recommend him. He gave full disclosure about everything I was purchasing and next time I need some help with my phone lines I'll be coming here read more

In the era of automation, cost-cutting, and AI bs, it is so refreshing to have an interaction with a REAL person in my community. I spent nearly 3 hours last night on the phone wit: a well-meaning tech support person (working and doing his best, of course) in a foreign call center, an automated voice-recognition system, and finally self-help support articles. My problem? Not solved. I walked into this store today and within minutes, Matt had everything fixed. We'll done, sir. You saved Verizon from losing a 25+ year customer today. Thank you! read more

Tristan was great! He explained all of my options and answered the many questions I had. Wonderful service!

Employee basically called me a liar and told me that what I was saying wasn't true and never happened. Then they said they could call corporate because it was a Sunday and it was Tuesday. The employee then refused to give me her name to report her to Verizon. The manager Matt was no help and was defending the employee. I will not be going back to this store and people should avoid it and go to a corporate store. read more

Overall interaction was great! Tristian answered all my questions and concerns regarding my account. I was provided all the different promos and benefit options. Upgraded my phone quickly and efficiently. He gave great customer service, I definitely recommend to anyone wanting helpful assistance. read more

I tried to return the phones to the store after 2 days, Matthew T refused to refund the activation fees $39.99 x2 and would charge $50 restocking fee x 3 that he charged me without doing anything, despite the fact that Victra policy says customer can get fully refunded the activation fee within the 1st 72hrs of phone purchases! He didn't activate any of my devices, he locked my account, and charged me $39.99 x2, This Victra business is pure scam, they're not a part of Verizon, it's a third party seller of Verizon products at highly scammed prices! Please do yourself a favor and go to Verizon cooperate or on-line! BE AWARE! read more

Follow up on my previous review. Several weeks ago I was told I would receive a UPS "shipping label" in the regular mail since they could not successfully email or text the shipping label for my trade-in iPhone. I finally get the shipping label in the mail yesterday. Then today I get an email from Verizon saying they have removed my $1,100 promotional credit from my account. Unbelievable! At this point I could care less since I'm moving my account and services to T-Mobile. Besides T-mobile lowering my bill from $240 to $140 a month, here are some other advantages I am receiving from T-Mobile: 1) They are giving my wife a brand new iPhone 17 to replace her iPhone 12 for FREE! 2) T-Mobile is giving me an $800 credit on my new iPhone 17 I just purchased from Verizon. 3) Verizon activation fees are $40 a line, T-Mobile is only $10 a line. 4) On my latest bill from Verizon there were several superfluous fee's Verizon explained as surcharges. More surprises and phony charges to rip off the consumer. DON'T USE VERIZON - They lied through their teeth to me. Their in store customer service is literally a nightmare! Their phone support is also totally incompetent and has no power to do anything to resolve your issue(s). read more

We came in to switch my line onto my husband's account and Claudia was the best. She truly made the experience so easy and was so helpful with the transfer process from AT&T. We came in a little later and she stayed after close to help with the transition and make sure everything worked great before we left - she even helped us save on the current plan! Thank you Claudia, you were wonderful!! read more

Matt and Rick were very generous and patient. We had so much difficulty porting our numbers that we were at the store for nearly 5 hours no joke, but they never complained once and helped us throughout the entire process. They gave us the incredible deals that are not offered at any other stores. Super happy with our decision to switch from AT&T and get our new phones at this store specifically! We can't recommend them enough! read more

First yelp review from my new phone. Petre and the team were fantastic and really went above and beyond to help me!

I came to this location to transfer my 2 lines and add 2 more for my kids. I was clear with what plans and new phones I wanted to get. Aaron K was the person who help me and he was nice and shared about himself a little. I felt he was genuinely helping us. We were told it will take about 2 hours but it had taken almost 4 hours. He had difficulties activating and had to get on the phone with Verizon support. During this 4 hours process, NOT once he had mentioned how much the accessories that I had to purchase for the new phones until I got the receipt of $946.96 I WAS CHARGE to the following for each new phones. Screen protector $64.49 + each Universal Liquid Charger $39.99 + each iPhone case $44.99-$49.99+ each Camera lens cover $29.99+ each Arron had me sign the receipt without explaining anything to me. After waiting for almost 4 hours with my kids, Arron says I HAVE to PURCHASE each of this accessory to have my phones. It is a SCAM, There's NO signs anywhere in the store of this policy.. I WORKED HARD to finally give those phones to my girls and they were so happy that I did not want to walk out of store without the phones.. LOOK at the photos, it's part of my receipt. read more

Verizon - Part of my RECEIPT.. - Mobile Phones Near Me - Mission Viejo, California

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Went in for a new phone and Jakob and Petre were very helpful and knowledgeable. Left for an hour to have my old phone transferred unto my new phone, when I returned Cliff was there and sent me on my way even though it was not finished yet. I even asked Cliff if it was ready to go and he said yes, very unprofessional. Luckily, Jakob came back from lunch when I returned again to help me. He got it all set up and Petre helped too. These two were great, Cliff was not. read more

Josh really went above and beyond to help me fix an issue with transferring my account to a new phone. I have a prepaid account and I always have trouble getting help in the Verizon stores because they don't typically provide any service for these. He was very patient and helpful and solved a difficult technical issue we were having in the transition. Thank you! read more

Chris at this location saved the day and kept me calm. Bad Monday and was stressed my phone wasn't working. He took care of it swiftly. Calm is half the battle. read more

I decided to take the plunge and transfer my phone service from T-Mobile to Verizon. Due to Verizon's outstanding reputation on cell service, I was pretty happy about the switch. Before I made the decision to switch, I made sure to call Verizon's customer service center; I wanted to make sure that the plans and pricing would be a good fit for me. After I completed my call with the Verizon representative, I was advised to make an appointment to switch over my phone service at a local Verizon store, which I did. Fast forward to today. I entered the Verizon store and asked for Kate, the Verizon rep that was supposed to assist me with the switch. When Kate came to help me, she looked very confused. She told me that she didn't have any appointments in her calendar. Even with her confusion, she still decided to help me and quite honestly, I wish she didn't. I don't want to go into too much detail about Kate's terrible customer service, but what I will say is that she was extremely rude, disorderly, scatter brained and she gave me inaccurate information on the rebate and my total costs out of pocket. I was only able to handle her "assistance" for about 30 minutes before I lost my patience. Luckily, Hernan was able to step in and help and he did a phenomenal job. He was calm, informative and walked me through the entire process. I normally don't write bad reviews ESPECIALLY when it comes to naming specific people at a business, but I felt that this review was warranted based off of my terrible experience. In the end, I wasn't happy with my overall first in-person impression, but luckily, Hernan's assistance made up for it. read more

Taylor the enlightened sales rep at my local Verizon dealer was so helpful and patient as he led my wife and I through the ins and outs of what is usually a very complicated process. Kudos to him for the extra mile on a busy Friday! read more

Verizon - iPhone power supply - Mobile Phones Near Me - Mission Viejo, California

I needed a copy of my last invoice. They wouldn't give it to me. Said I had to call corporate for it.

We switched from T-Mobile back to Verizon and were having some issues with porting the numbers. We went into the Verizon store inside the Mission Viejo mall and Aaron was able to get everything sorted out. He was very friendly and efficient. I highly recommend going into this store if placing an order or switching carriers to make sure things are done correctly. I had placed my order through an online agent via chat and will not be doing that in the future. read more

Horrible service from Petre B. At the Mission Viejo Mall store Who sold me on many upgrades and devices, did not follow through, lied about fees and left customer (me) liable for all fees... he advised on a iPhone buyout when there was a high balance and then try to sell me on many products which he said he has to special order and then never followed through... again horrible service, lie to make multiple sales on one transaction...please avoid him at all cost. He has caused headaches and havoc. read more

Shady scam artist Armin! I know what kinda games these guys play in order to get the most gross profit for their commissions. Went in to get a new iPhone tried selling me on "Promos" I didn't need and then when it came to actually purchasing the phone said he can't sell me the phone without purchasing the bundle which is a very bold lie to tell someone who originally worked in this industry. DO NOT SHOP HERE THEY WILL TRY TO RIP YOU OFF TO MAKE THERE COMMISSIONS BIGGER. Also the cherry on top was that when I called him on it, Armin just got super disrespectful. Don't shop here! read more

Absolute worst service. Would never ever want to go here. Unless you actually wanted amazing help that you didn't know you needed. The best help ever. Especially armin I believe his name was. read more

Quick and easy! Thanks Aaron for the great service with the SIM card for my daughter's new iPad!

Stopped in here to get my number reactivated after getting my phone repaired at the Apple Store. Aaron was really helpful and went the extra mile to resolve my issue! read more

They just want your money. Really poor service. They said upgraded with promotions of trading in for new phone but the internet service gets worse. Look into what you sign carefully, folks! read more

I want to specifically highlight the representative Aaron today. He managed the entire store himself and had to deal with 6/7 clients all at once towards the end of the day. Aaron juggled all our issues and satisfied all of them. He was excellent, professional, and extremely patient. Aaron helped me solve a difficult issue with my bill and I can't thank him enough! read more

Aaron is excellent at the Verizon store in Mission Viejo. He is knowledgeable and fixed my phone which was no easy task. You should be very happy to have such a great employee, they are hard to come by these days. read more

Today I stopped off at the Authorized Verizon Retailer at the Shops at Mission Viejo to see if they would attach my wife's screen protector on her phone. The reason being that I had gone to the Verizon Corporate store in Aliso Viejo earlier in the week where the Manager said she would do it, but there would be a $30 charge, to which I said thanks but no thanks. So much for being 23 year customer. When I approached the counter at the Verizon Retailer at the Shops in Mission Viejo I was greeted by in a most friendly way by Josh who introduced me to the store manger Chris. When I explained my situation to him he immediately said "I would be happy to install the screen protector."It took all of five minutes and I left with new screen protector on my wife's phone and and a fine example of excellent customer service. Thanks to both Josh and Chris for all that they do. read more

I was not receiving text messages. I went to the Verizon store at The Shops at Mission Viejo. Aaron was very nice, and very helpful. He spent at least 40 minutes trying to trouble shoot my phone to figure out the problem. He called their Tech Support and between the two of them finally got it fixed. He was very patient, and very friendly, apologized for it taking so long. He was a great help. read more

Going to the phone store is usually as painful as visiting the dentist for me, I can't stand going!!! I needed help with my phone and broke down and visited the Verizon store in the shops at Mission Viejo and had a great experience. Chris was the most patient person with me and helped me figure out what was going on with my phone. He even taught me a few things about my phone that I did not know about. I would highly recommend this store, make sure you ask for Chris, he's awesome! Thanks Chris! Mindy read more

Aaron is awesome, he helped me in a very professional manner. Thank you Aaron. He did an amazing job. 5/5 would come back again. read more

Olivia and Chris are amazing. They were able to immediately figure out my download problem and fix it even though Corporate Verizon was stumped. I highly recommend the Dynamic Duo of Chris and Olivia. They work together is an easy confident way that immediately calmed my stress over my new IPhone 13 pro. Five gazillion stars for these superstars Thank you both again, bk Thank you Dr. Young read more

Verizon - Mobile Phones Near Me - Mission Viejo, California

We recently visited this store to get assistance with a SIM card issue. We were immediately greeted by Aaron who was very polite and listened to our concerns. He was able to quickly troubleshoot the issue and provide us with a few options on how to resolve. All options were left up to us to decide with no pressure in any way which we really appreciated. We decided to fix the phone for now but will definitely go back directly to Aaron when we are ready to upgrade. read more

I was AMAZED at the great customer service Aaron and Chris gave me when I stopped in to get my new Apple Watch connected to wi-Fi. They did everything in their power to make sure my experience was nothing shorter than perfect! I would highly recommend this business, especially if AARON and Chris are there. Thank you so much for everything and all that you've taught me! read more

I had a 2:00 appointment, they said they were backed up. What's the point in having an appointment. People with out appointments were going before me when I was there. Even though I had to wait, it was worth it. Chis was very helpful. And I applaud him. read more

I was struggling with set up of my new phone and I-pad, Josh M provided me incredible service and it didn't take long , the help and support is greatly appreciated!!!! read more