I went on two separate occasions for upgrades. First experience was with Dylan, AMAZING customer service . Second time, I believe his name is Tony, same experience, AMAZING. It was my first time at this location because it was near work and both times everyone was great. Thank you gentleman for the great service and experience. Definitely recommend. read more

The Verizon retail store is located at 368 South lake Avenue Pasadena California 91101. It is in the business district of South Lake Avenue. While it is accessible from South Lake Avenue, the best way to enter Verizon is from the South Lake Parking District behind the store along Shoppers Lane. There is also a small parking lot directly behind the store with about 18 parking spaces. When entering the store from the parking area, you are greeted with a friendly hello at the reception counter. Here you will be asked some questions about the reason for your visit. They handle a lot of situations at this Verizon location. Everything from accessories, new phones, notebooks, Laptops, to mobile phone connections and plans. I was surprised to hear that they handle a number of corporate accounts. After waiting a few minutes, a consultant led me to a desk for a "how can I assist you" interview. After explaining that my phone was old and not always reliable, I needed a new phone. All my phones lately have been Samsungs so the new Samsung Galaxy S26 Ultra was my choice. After making my choice, Yaz went to the back and brought out the phone and papers to go over. I appreciated the explanation of the options that were available and checking my wireless plan to make sure that I was getting the most for my money. I also asked for help transferring all of the information from my old phone to my new phone. After making sure that I had no other questions, I paid my bill and was on my way home with a brand new phone. The whole experience took about an hour. Yaz was the perfect consultant. He was friendly, engaging, and very knowledgeable. I was very happy with everything about my visit to this location. read more

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Terrible service from Geraldo/George. Worked with him to get phone lines set up but had nothing but problems with them and turned them back and cancelled service within a 2-3 week period. Apparently, on return they didnt turn "off" my service and kept charging me even though I didnt have the phones anymore and service was off. They ended up charging me 738 dollars for 2-3 weeks of usage. George said numerous times he would help correct it but he doesnt return phone calls, doesnt help, and is MIA. Numerous phone calls and messages go unresponded to. I am now dealing with a credit agency bc it is going to collections. I keep saying I am happy to pay what I owe just not 738 dollars! In short, POOR service from Verizon and terrible service from the store manager. Makes you feel like they grab your money and dont care once you have it and you are helpless bc you have to rely on people and a company that doesn't own their error! Addendum-- I literally just got off the phone with Verizon steaming mad because they won't even help me because I can't remember my four digit pin. They basically said oh well we've already sent you to collections so they sent me to the collections company-- apparently they do this to customers so often they're able to direct send them to a separate company who does collect collections-- and within five minutes the were able to look up my account and acknowledge that I hadn't almost used any of my minutes and I was clearly within my return window and warranty and credited my whole account. It LITERALLY TOOK THE CREDIT COLLECTION AGENCY TO FIND AND FIX MY PROBLEM that Verizon and the store failed or was unable to do. We are talking terrible service from Verizon and terrible service from the store manager who they said could've been helped. Buyer beware read more

A bunch of total fools. They sell phones's that don't work and refuse to give u your money back. Stay away from these incompetent ASSHOLES - we're canceling our service that we've had for 20+ years. F__K Verizon!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! read more

Five-Star Review I visited the Verizon store on Lake Ave in Pasadena after hearing a radio commercial saying they would beat your current phone bill from AT&T or T-Mobile--and it was absolutely true! Kira, the sales representative, greeted me with a big smile and walked me through all their promotions, from iPhones to internet plans to tablets. Thanks to her help, I didn't just get an amazing deal on my monthly plan--I also received a free iPhone 17 Pro with no trade-in required and even an iPad for free. The monthly fees are incredibly good for premium service with unlimited data, talk, text, hotspot, and international travel included. Kira and her manager were both excellent--professional, friendly, and truly knowledgeable. I highly recommend stopping by this store if you want great deals and top-notch service. Absolutely worth the trip! read more

Verizon - Mobile Phones Near Me - Pasadena, California

My criticism is about the on line service you receive when you call 611 and connect to Verizon on line service. Their support is horrendously awful. People don't know how to handle your issues, you get transferred around and eventually when the problem gets all explained and you are ready to receive help, you mysteriously get disconnected . I somet the hrs plus and that is exactly what happened to me. I had brought over two phones, two watches, an iPad and this is the awful service I recd. I would be very careful moving business to them. I found the retail store very helpful. read more

Horrendous customer service. Employees too busy conversing with themselves and would not help customers that were already in line. Tried to get a transfer pin for a lost phone. Took over 48 hours to get a code that did not successfully transfer the number. The employees asked me to call the Verizon headquarters when I was there and I was on the phone on hold in the store for the majority of the time. I ended up spending about 2 hours on the phone to speak with a manager that did not fulfill my request successfully. read more

Exceptional Service from Eddie! Rating:* 5/5 stars Today we visited our local Verizon store to get our daughter a phone plan and had the pleasure of working with Eddie, who provided truly exceptional customer service! From the moment we met, Eddie greeted us with a smile and made us feel welcome. He listened attentively to our needs, answered all our questions, and went above and beyond to ensure we left the store satisfied. His knowledge and expertise were impressive, and he took the time to explain everything in a way that was easy to understand. Eddie's dedication to customer satisfaction is evident, and we appreciate the effort he puts into making sure we had a positive experience. If you're looking for excellent service at Verizon, ask for Eddie - you won't be disappointed! He also speaks Spanish! Big thank you again, Eddie! read more

Went in after our Verizon IPhone family plan auto upgraded (from free to paid) a phone feature without our doing or consent. The gentleman at the front desk was far less than helpful and said to basically figure it out yourself (Note: we have tried and are unable to successfully fix said issue in either account or apps which is why we went to the supposedly helpful people at the Verizon store) read more

Probably one of the worse Verizon stores I've been to. I walk in and get no help, there is 7-8 sales reps at a front desk gossiping looking away from the entrance. Large guy that I asked help for activating my new phone was unhelpful, and disappeared on me. Told me an update and activation would take 15-20 minutes, end up waiting an hour fo my phone to "update" - turns out their wifi was busted and my phone was never updating, so I was there like a jacka$$ waiting for nothing. New guy I asked help from had kind of an attitude. You could tell he had a long day. A bunch of salespeople sitting at the front gossiping and talking about cheating on a husband (disgusting). No one offering to help or even check in on me while I wait. Just literally one of the worst experiences. I hope ownership tightens up this store. Never coming back here again. (decided to activate my phone from home and it only took 15 minutes - going to the store is useless now, AI should take over the store at this point) read more

Sarah: Love Sarah she did a great job helping 2 of us purchasing 2 new iPhones. She was extremely Knowledgeable, Professional and definitely patient. Strongly suggest you asked for her. Sarah is a true asset to Verizon. read more

I had to go in for a quick question about my phone and to see if I needed a new one because of the way it was acting. Chris was the rep who helped me and he was wonderful! He was patient and showed me ways to lessen my apps and caches to make the phone functional again. He also said he could show me a new phone if I wanted to but his fix would help me for a while. It was so nice to have an extremely helpful person who was not in it just for a hard-sell. Thank you Chris! read more

Friendliness 0/10 .. Not greeted with warm or welcoming staff anywhere in the location One person shouted at me today "Your Next" .. several times I didn't realize he was shouting at me until the 3rd time because I was facing the opposite direction Customer Service 0/10... After 3+ hrs of misinformation by Verizon customer service (via phone) I had an equally unpleasant experience in store No one was able to help resolve my problem with compassion & professionalism today Very unhappy with this particular Verizon circus experience Both in person & over phone read more

Short Review: We had amazing friendly and patient help with our representative at this location. Long Review: I accompanied my uncle to Verizon to transfer his iPhone 6 to the iPhone 10 upgrade I gave him. (Note, my uncle is a Baby Boomer who is not technology savvy.) I wish I could remember the reps name, but the guy was so very patient in helping my uncle sign up for Apple ID and transfer data to the new iPhone. Most of these phone company employees are just interested in getting everyone in and out as quickly as they can. But this particular visit was a really good one. I would recommend the visit here. read more

Preston stayed way past his working hours to help us figure out our promotions that a third party store botched up. FYI, this is an authorized, official, corporate Verizon store. So THE Verizon store. It was super complicated and tedious, but he was so patient, friendly and helpful. He explained all the complicated stuff so that it was easy to understand. Can't give enough thanks and praise for his expertise and problem solving skills. Ask for Preston by name. You will not be disappointed! read more

Verizon - He was on the phone with a customer rep for more to an hour with us. - Mobile Phones Near Me - Pasadena, California

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Wow! I'm a customer of over 20 years and after this experience it's left a bad taste in my mouth! My daughters went in for an upgrade on 3 lines. Once the transaction was done later that evening I go online and check my account Verizon rep added a new line with an iPhone 7 which we don't even have. Curious to see who has this phone! Since it was after hours I went online to my app and started a chat. The representative informed me that the store had done fraud on my account. She removed the fees I was being charged and disconnected that new line. She stated she would submit a report but that l should also call the store. I called this morning and spoke to the manager Brian who stated he would speak with his associate to get her side. Just doesn't sit right! If you go here make sure you check your account so you're not being charged for a line you never requested an a phone you never received! Beware! read more

It's pretty ironic this is a phone/communications store, but they never answer their phone. Been trying to get in touch with someone at the store for 3 days and not one time they answered. read more

It could have been a five star experience; I was there for the usual upgrade of phones to 16 pm and check the new plans. The first time around, I had really good and professional service from Yaz and Wes's. Both are very knowledgeable and patient . When I got the picture, I went home to reflect on the changes and came back as I noticed that the quotes were way off. Enters S., a sales associate that was arrogant, unhelpful and lacking empathy with a frustrated customer. Luckily, Sal the manager took charge after I voiced a complaint and fixed everything. Well done, Wess, Yaz and Sal and thank you ! read more

Sunday, 6-22, I had an appointment at the Verizon store on Lake St. My POS Pixel 7 had not worked properly since I owned it, which was for a few years. I had gone to the Victra Store near to me on Foothill, ugh, horrible place, a few times to fix issues with the POS Pixel, no luck. I had read that Verizon wanted to keep its' customers happy and they were offering a free upgrade phone with trade in. I was greeted at the Lake Street store and then was assigned Derick to help me. This young man made the entire process easy. He walked me through all the pricing, plans, phones, etc. This is usually daunting and not fun. While it took an hour to change plans, get a new hone, transfer data, etc., Derick made it pleasant. All of the staff were very nice and made the entire situation comfortable. I would like the Verizon Company to know that the Victra Store on Foothill in East Pasadena is absolute horrid. Been there a few times and each time dreaded it. The staff is NOT friendly and even if you have an appointment, you are made to wait a long time! read more

Great experience! We walked in, we were greeted warmly and asked to wait for a rep. They were busy, but several people checked on us while we looked around and reassured us they would be with us soon. Edward was incredibly helpful. He answered my many questions thoroughly and helped me pick out a new phone. We had to make modifications to our plan which I was initially worried about, but he ended up saving us some money. He knew a lot about cases, deftly applied the my screen protector, and got my phone transfer going before he left. He made the process super smooth. read more

George the manager at this location is phenomenal, very kind and on top of everything ! So thankful for your time and solving all our problems we had read more

Close the store. The rudest people ever and the without doubt the worst retail experience I have ever had. Do not go here, you have been warned. After 27 years of being a customer I have finally had enough. Calling their toll free number is even worse. And they are extremely racist on top of being amazingly rude. What an awful place and awful company. read more

Edward was incredibly helpful in guiding me through the process of getting a new device. He made everything simple and stress-free, clearly explaining my options and making sure I had exactly what I needed. I felt well taken care of the entire time, and his professionalism and patience really stood out. I've been a Verizon customer for many years, but this was by far the best service I've ever experienced. Because of the way Edward handled everything, I can't wait to come back he truly reinforced why I'll remain a loyal Verizon customer for years to come. read more

I would give Verizon a ZERO! All Verizon stores are scammers! Whether it's corporate or 3rd party retailers. Do not get their internet service. Even if it's free! Verizon- train your people and figure things out internally before rolling out a new device!!! read more

I just signed up for a plan with 6 lines and 3 phones, and they've been overcharging me for two consecutive months. The first month they charged me an extra $400, and the second month an extra $30. Today I went back to the store to complain about the overcharging, and the staff were extremely rude. They even called the police and kicked me out of the Verizon store. This is the worst store I've ever shopped at! read more

We went to port my parents new phone, and the sevice staff Javier helped us, the whole experience we had was smooth and friendly. My parents tranfered their service from other carrier which they weren't very happy with. So even the transfer experience from that Carrier which you can image not well. We had some hard time to get the information which it shouldn't have to be. Please looking for Jacari to assist, he is the best, with all the patience and enthusiasm! read more

I can't speak about everyone else's 1 star reviews... but Yaz gave us 5 star service! He was patient, caring and attentive to our needs. We needed to Port a T-Mobile number to my husband's account and he knew exactly what to do. We almost came close being unable to resolve the issue, not Yaz's fault but T-Mobile's. Yaz made sure 90% of the work was taken care of and before we were about to leave. Luckily, T-Mobile gave us our transfer pin at the last minute. Appreciate his professionalism and effort! read more

Unwelcoming staff as soon as you walk in. Majority of the staff aren't trained well enough to do simple tasks such as switch over carriers and transport phone data from one phone to another. While having trouble with my phone set up, one staff member said "let her be patient", so unprofessional. They charge $57 to transfer over from one phone to another, but still can't do it correctly. Spent hours in store only to go home with phones that weren't working, I was on numerous calls with my old carrier (T-Mobile) and Apple to finally resolve all 4 lines issues. Seems like no one wants to actually work here. Usually I order phones online and do everything on my own at home. It was a mistake and a complete waste of time coming in when I did all the work myself in the end. read more

Very disappointed that I haven't heard anything from Verizon yet. I believe they are very ashamed they can't honor their quotes anymore. Now They are doing business by cheating to the people, sending fake deals to the Verizon app and training their salespeople to lie. Verizon without integrity, unbelievable? I expected this from metro or T-Mobile but not Verizon. What a shame? read more

Verizon - This is the quote chase made me of how much I was going to pay after the third month. - Mobile Phones Near Me - Pasadena, California

My elderly mother went to them for a simple software issue. instead of telling her they aren't technicians, go to a technician, they talked her into a new phone plan upgrade that did nothing to fix her phone. read more

I've been here a few times but never left a review. The last visit before today was six or eight months ago when I got a new phone. I came in today because my screen is cracked and I know that I have insurance on the phone and wanted to know what my options were. I checked in and explained this and was told to wait for a rep. After waiting for 30 minutes I got a rep, explained everything again, and then was asked for my ID. I only have a photo of my ID but they would not answer any of my questions because I was not able to show ID. I asked why they didn't tell me this at check in because it could have saved me 30 minutes of pointless waiting. The answer was that I've been in before and should have known this. I tried calling customer service, it took me 10 minutes to get to a human who then had to transfer me to the insurance company which locked me in an AI phone loop. Throwing up my hands and continuing to work with my cracked screen. Manager of Pasadena store, please feel free to get in touch with me to resolve this. Thanks. read more

The sales rep rolled her eyes when we didn't want to take her sales pitch. We wanted to ask about other services and she was very rude the rest of the interaction. read more

As soon as I walked in the door of the Pasadena store, Mike approached me to see how he could help me. I was so frustrated because I had a new apple phone and so many things weren't working. Mike had things fixed in minutes, which really helped me, because I have spine issues and can't sit for long without pain. He's a very nice guy too and an asset to the store. read more

I have been a Verizon business customer for over 10 years now with more than 30 phones on my plan. This store on South Lake Ave in Pasadena is an absolute nightmare for service. I can count 4 employees walking around with black Verizon t-shirts not helping anyone. There are even more employees behind the doors laughing and joking around. All I want is to buy a phone on a new line, the this transaction should take 15 minutes if there are no hiccups in with security or inventory. Instead of walking in, purchasing and walking out within 15-20 minutes; I got signed I. And waited 17 minutes before anyone assisted me. I truly hope that a customer conscious cellular company hits the cellular market like Amazon hit the retail market. Oh, one last thing.... The reason I decided to write a review today is because I was here two weeks ago and received the same treatment. The good thing about the wait, it gave me time to write this review. #DoBetterVerizon read more

Be extremely cautious with trade-ins at this location! Over a year ago, my husband and I came to the Verizon store on Lake Ave in Pasadena to upgrade and trade in our phones. My husband was helped by one of the reps, and his trade-in went through without any issues. I, on the other hand, was helped by the manager at the time, Eric, who physically took my phone and told us we were all set. Later, we received a notification from Verizon saying they were still waiting for my trade-in device. We went back to the store, and Eric denied ever receiving my phone, even though I had handed it directly to him during the transaction and watched him take it into the back. Corporate offered no help and said there was nothing they could do. To "make up for it," the manager told us to text him every month so he could manually apply a discount to our bill. It felt incredibly shady and placed the entire burden on us for a mistake that happened in their store. We ended up paying for three phones for nearly a year. I waited to write this review because I wanted to give Verizon the benefit of the doubt and a chance to make it right. But after over a year of added cost and no resolution, I felt it was important to share and warn others. This experience was frustrating, dishonest, and costly. I wouldn't trust this store with anything, unfortunately- especially not your phone. If you do visit this location to upgrade or trade in, document everything and get confirmation in writing so you're protected if something like this happens to you. read more

Went in a few weeks ago to ask about an issue I had when I tried to pay off the remaining balance on my devices. Nancy assisted me and was very kind and answered all of my questions. I appreciate her service. :) read more

If I could give zero stars I would. We stopped in because we were having service issues with one phone on our account of 5 phones. There was a line so we waited patiently and instead of being greeted with a positive attitude and smile we received an employee with a horrible attitude and response. She claimed to be the manager but who would employ a manger with such a negative attitude. We have been loyal customers of 20+ years of Verizon and I will never go to this store again. Awful experience from a so called manager will driver your business away. read more

Worst customer service. They check u in and say the wait is only 15 minutes however it is longer than that and once you're waiting for 25 minutes, nobody has been checked on you to let you know they'll be right with you. There were plenty of employees standing around with their little iPads, not helping customers which makes no sense if there's three of you standing around with an iPad, why can't you help other customers? The good thing is the customer service is so horrible and nobody checks on you. I was able to get a couple free speakers thanks Verizon. read more

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Wes assisted me today. He was courteous, and even helped me save money off my bill. It's a very good store with nice staff. read more

Bait and Switch is the name of the game with Verizon, I am not how these guys are not in a huge lawsuit bigger than Wells Fargos They gave me a faulty internet gateway when I replaced it. I needed up having to pay for it, I did it within the 1st 30 days ... also, they added lines to the account and charged me for it without my consent Be very very careful read more

Verizon - Don't do it - Mobile Phones Near Me - Pasadena, California