I have been with Verizon for over 20 years. This visit has been my worst experience ever. My iPhone wasn't working properly so I called 611 for help, they told me the corporate office in Pasadena is open with appointments only, and that they would be able to help me fix my phone, if not, I can get a new phone. I arrived 1pm sharp, Evelyn greeted me, told me no service on phones, can't buy a phone without online purchase first. Would not let me in the store, told me I need to upgrade to 5 g connection in order to order the new Samsung s20. I had to go back to my car and call 611 again, after trying to order the phone, Evelyn came out and told me she was wrong, I didn't need to upgrade my service to get the phone, her attitude from the beginning was not kind, not willing to help in any way, super rude. I told her I was done talking to her and ask for the manager. The manager never came out to let me know he's ready to talk to me, I had to go into the store and he was not pleasant or apologetic for his staff, he did help me get my phone but insisted evelyn did nothing wrong and that its all 611's fault. Evelyn never apologize to me for her rude attitude and her lack of knowledge, she made me felt super unwelcome at that store. I will never go back to that store, they are both super young with no people skills. read more

Longtime Verizon customer, but this was the first "100% trouble free" experience I have ever had. Lawson was amazing (transparent during the buying process, easy to work with and knowledgeable). No wait time (Thursday afternoon) and parking is easy. While I was buying a new iPhone, people came and went and were all met with help right away and left quickly with resolved issues. If you live close by, make this your go to Verizon store and if you are out of Pasadena...it's more than worth the drive. read more

I wish I could give these con artists 0 stars and file a lawsuit against them!! Be VERY careful when you talk to the sales representatives at this Verizon store. They trap you into buying accessories and keep telling to your face that it is a mandatory part of the promotional deal you are getting!!! I just got off the phone from the Verizon customer service. Here is the final verdict: YOU SHOULD NOT PAY A SINGLE PENNY WHEN ENROLLING TO THE EDGE PROGRAM, EXCEPT FOR MAYBE THE SALES TAX OF YOUR DEVICE. YOU ARE NOT REQUIRED TO BUY ANY ACCESSORIES AS A PART OF THIS "DEAL". They are recently advocating the Edge program as an alternative to the 2 year contract: the sales reps do some back of the envelope calculations in front of you in order to show you that you save hundreds of $$$ by enrolling into the Edge program. THIS CALCULATION IS A SCAM! if you do the calculation carefully, the Edge program is only marginally better if you have 6GB data or higher. They do NOT include the $40 line access fee that you pay for 2 years, in addition to the $24.99 (or $29.16, depending the phone) monthly device payments. As a result, you apparently save several hundred dollars in 2 years! Then, they tell you that as a part of this promotional package, you have to buy $150 worth of accessories to get this DEAL!!! ... I do not understand why these thieves aren't already all in jail. Please be careful. Please spread the word. Please educate yourself. Please do your research beforehand and make sure you understand everything these con artists tell you. read more

So after about 2 years it was time for me to get a new phone; my htc one m7 had become super laggy and I was tired of every android phone I've ever had slowing down drastically after just a year. My upgrade was not supposed to be until mid November, but I wanted to see if the corporate office could help me out, and boy did they help me! Not only did I get the new iPhone 6S with a 2 month early upgrade, but the sales associate that helped me out (wish I remember his name) went out of his way to show me how to use IOS since I'm new to it. If you're looking to upgrade your phone and receive great customer service, go to this Verizon store! read more

Noelle she is the best! She really helped me & my father out she had so much patience with us & she gave us such a great deal She is just a sweet heart god bless her read more

Recently my phone started to act up. A couple of days ago I went to another Verizon store and was ordered a replacement phone. Phone arrived with the same problems. I was still 6 months short of being eligible for an upgrade so I was not given a chance to order a new phone. I decided to go to my local Verizon store and was immediately greeted by Melissa. I explained to her my issue and she did her best to find a solution of getting me a new phone rather than ordering another phone that might the same issue. She gave me options and I countered with what would work for me. She went ahead and asked for an exception from her manager in order for me to get a new phone. That's all I wanted and she came through. She was efficient and courteous and got me out of there within an hour. Thank you Melissa for your wonderful service. read more

Best Verizon store I've been to. Great customer service with extreme friendly and helpful employees. Thank you all so much :)

Went in to Verizon today and I'm very pleased with the customer service I received from their employee he set me up with a brand new iPhone and a phone plan that was ideal for me... thank you Verizon read more

Just went to this location a few days ago to get my mother a new phone. Jeremiah was our rep, I have to say he thoroughly went thru all our options that met my Mom's needs, very attentive and helpful. Got me the best deal, very pleased with his service. Ask for him when u go, you won't be disappointed. Only downside, I had to wait a while since they were short staffed that day, if not I would have given 5 stars read more

CONSUMER BE AWARE!!! I always pride myself for being a savvy consumer, especially since I've been with Verizon for almost 10 years, I thought I could trust their corporate store on Lake Ave. I was WRONG! The sales rep named Cesar was very friendly in helping me picked out a Samsung phone and told me that it was on a promotion for half the price. So I happily purchased the phone at $5/month charge even though the listing price was $10/month. I called Verizon a month later to see if they can waive my activation fee which they complied. It was then that I found out that (a) they have snuck in a phone insurance into my monthly bill without my consent and (b) the discounted price was a lie, it was $10/month for 24 months - which means I signed a contract to be overcharged by $120 total!!! I was stunned when I was told the truth over the phone by the service rep. They said that there was no promotion. How could this happen? How can someone lie with open eyes in the broad day light? Well, Cesar in Lake Verizon store apparently pulled it off effortlessly! From the other yelp reviews - they seem to be pro's at doing this! (should have checked yelp) I must make this known through Yelp so other customers won't fall victim to this store in the future. Advise - avoid this store altogether! If you must shop with them, then get everything in writing (in paper specifically) and have them itemize each charge for you BEFORE you pay anything! Cesar told me he couldn't show me the itemized bill because it has to be processed by the back office - that's just not truth. They absolutely can! It's the law! We need to protect ourselves. I'm switching to another provider. read more

I came into the Verizon store to exchange my new phone for another one and Ray got involved and made the transaction effortless. I highly recommend him. Thanks Verizon. read more

I've been in this store many times over the years because its the convenient for me. I've had very mixed experiences. Based on my most recent experience, I'd give the store one star, but in the name of fairness, I'm adding another for the not-so-bad experiences. However, the bottom line is that I don't trust this store. And I really don't know if other ones would be that different. Came in with a friend who was getting a new phone. They offered her a Verizon Ellipis 8 for $50. She didn't want it. When she said no, they offered her (or me) one for just the tax. I'd been wanting a tablet (thought NOT this one) but I thought that for $27, that would be a decent price. The guy told me that it would be $10 a month for data. I asked a lot of questions about how much I could use it etc. When I got home that night, the Ellipsis wouldn't charge. I did a lot of searching on the Internet and found that not only did many people have similar issues, but that it was overwhelmingly thought of as a real piece of garbage. As I was told that I had two weeks to return it, I came back to the store the next day. I was told, "Sure, you can return it. There's just a $35 re-stocking fee." That did NOT sit well with me as I was never told that. A supervisor came over and waived the fee. Fine. But it was then I learned that my friend had been signed up for a 24-month CONTRACT which we were NEVER EVER told about. And as I said, I asked a lot of questions at the time. But isn't it funny, the subject of a 2-year contract never came up! The supervisor mumbled something about how he'd speak to the salesperson, but I know there is collusion here. They push stuff on people to see how much they can get away with. I know this is SOP. Again, I don't know if other outlets are different. There are some good people here who have helped me over the years. But my advice to anyone thinking of going here is to ask a lot of questions and KNOW your stuff! Don't get roped into a contract you don't want! There is no excuse for these kinds of deceptive practices! And don't take the Ellipsis 8 tablet they might push on you, which BTW, the supervisor himself pretty much told me was a POS when I didn't want it anymore. read more

Had the worst customer service tonight. I've been with Verizon with multiple lines for over 15 years. My phone was stolen today. I had booked appointments all day so finally, at the end of a long work day without my phone, I made it to the one store location I knew about. The first service person gave me multiple misinformation which might cost me an extra day without my phone which is difficult in my business and cost me more time and frustration. She then abruptly got off work and just left me hanging. I asked for help and the second person obviously could care less that I needed help. He kept walking away and ignoring me. Maybe since I was using my insurance instead of buying a new expensive phone, he didn't care to help me. To make my claim, I needed information from the store. So much unprofessionalism. read more

Totally agree with the post by Doug M. "This store will try and squeeze you for every dollar of commission possible. They will ignore your direct requests in favor of what makes them money. They will ignore what you tell them you do or don't want in favor of what makes them money." I went in because something funny was going on with my iPhone 6 - it wasn't showing the correct battery charge amount. The salesman failed to even mention that I could use my warranty to get a new iPhone 6 free of charge until I directly asked him. Then, he lied about the cost of an upgrade, telling us it was $30. It wasn't until much later, when he was going over the price of our new monthly bill that we found out that he meant that it was $30/month for 2 years! He then brought out a black iPhone 8, after I had specifically requested a white one. I was busy keeping my two young children occupied, then noticed he had already placed the screen protector on the black iPhone and said that was all they had left in stock. So, after an hour and a half in the store with 2 young children, I ended up walking out of there with a phone I never wanted in the first place and I will be paying close to $800 for it over the course of 2 years. But, by that time, I just needed to get my kids out of there and I needed a phone that worked. Every time I walk into this store, I feel like I am dealing with slimy used car salesmen. read more

I visited this Verizon store recently to potentially add a new line and phone to my plan. Josiah was the employee that assisted us, and from the start, he was dismissive and uninformative. Getting limited information only after I bombarded him with questions was an unpleasant experience, and he never at one point gave us any summary of what the total costs would be. In fact, he went ahead and activated a new line without informing us, then disclosed additional charges that would be billed next month. This was absolutely one of the worst sale experiences in recent memory. I definitely see why this branch has such a low rating. read more

Jason was so helpful today! My husband and I came in, made an appt. prior, and Jason was knowledgeable and understanding to converting our family plan. He was in no rush and took his time to answer all our questions. He even answered questions via text after we left. So much better the Sprint. Thank you! read more

This rating is long overdue but it's a shout out to Joshua B! I came in about a month or so ago to try to fix my damaged iPhone 6 (I may or may not have dropped it in the toilet) ((no, it was empty)), and Joshua explained that it was just gone and dead forever. I had my heart set on getting another iPhone 6 because I wanted to stay in my comfort zone, but he pressed the iPhone 8+ until I finally caved. He explained in grave detail everything id definitely be missing out on if I truly decided to stay like 20 generations behind, and of course, he was right. I am 100% satisfied with my 8+ and I commend Joshua for his superb iphone knowledge and very impressive convincing skills. So shout out to you, Josh B, keep doing your thang. And thank you! read more

The manager Nas is completely unprofessional and rude! Absolutely horrible customer service including arguing with and yelling at me when I wanted to know why his sales rep Chris gave me information that conflicted with what a previous rep told me. Customer service seems to be going down the drain with Verizon altogether. A simple apology would have sufficed. Will not spend one dime at this location again. Looking into another service provider as well. Been a customer with Verizon for over 10 years but the loyalty seems to be one sided. read more

I've had nothing but good service here, in spite of my terrible experience switching cel service. The associates are helpful, and today Andre got me fully up and running on my husband's account without having hubs there. A phone call did the trick and I have service. All I could ask for. read more

I came in here to open an account. I was/still am in my sister's account and I wanted to get out of her account, open my own account using the same phone number and also upgrading to a new phone. The associate (Jayden, Hayden or something) I spoke with told me she couldn't do it unless my sister's bill was paid off. I asked her what's that have to do with me opening my own account under my own credit? Her reason...a short sentence that did not explain why I couldn't get my own account even if it's just turning off my number that's with my sister's account and opening a new account with a new number with my own credit. I paid my part of the bill not too long ago so as an unsatisfied customer I walked because I did not want to listen to a high school kid with a preschool way of thinking and talking. She could not explain the reasons why I couldn't. I know I'm venting instead of writing a review but bear with me. I hear someone near me complaining why the male associate couldn't help him with his phone problem. The customer stormed out of there hopeless, helpless. I ended up doing the same thing, stormed out, took a breather before I strangled or yelled at someone out of frustration. I came back in and the male associate was making fun of his previous customer to the female associate about how he's been in this service for years. I cringed and thought to myself "that's why we as customers come to you for your professional and experienced advice!" Obviously they were not professional about handling their customers. When I came back in, I paid my sister's full bill so that I can get out of her account, get my account, and get a new phone. After paying the whole bill, I couldn't or the female associate couldn't move forward. So, we couldn't remove my phone from the account, couldn't get my own account, and couldn't upgrade my phone. Now I have to wait 24 hours just do that process and go back to possibly do the same thing. Hopefully a better, more positive outcome. Please, please management...either retrain your staff or hire new ones. Horrible horrible, and I'd like to repeat that again... horrible customer service! I have never written a bad review on any business (at least not a one star with reviews of how bad you handled customers). Poor representation of the company. Customer service is as bad as the signals other phone companies provide. read more

Many thanks to the team at the Verizon store for your positive, friendly attitude and your "solution-oriented" approach to doing business. The security guard pleasantly helped customers understand the wait times and the manager went above and beyond to ensure I was satisfied with a replacement for an item that was broken. My experience at this Verizon store was outstanding. Thank you again! read more

Had my phobe switched from att to verizon today. Andre was helpful and everything was smooth. All other employees are also very accomodating. It is located in south lake. By del mar. Come after 6pm for free street parking lol read more

I went in for the last appt of the night. I don't know if it's because they were closing soon but I felt the guy who helped me reluctantly did so. A bit condescending and rushed. I went in to connect one new line, took advantage of the free rebate on iPhone XR, so just paid tax on it. Was asked if I wanted to purchase a case and I said no because I didn't see any I liked in store. Didn't get his name but he seemed bored and tired because I didn't really "buy"anything. Didn't even offer to set up the new phone I just got. Stuffed the box in a bag and I was out the door. The young lady who greeted me at the door was friendly but the young man who I got was not. He seemed like he just wanted to get out of there. I understand it was end of the night but I'm still a new customer whether I buy anything or not. Now I'm having trouble setting up the new phone with text issue. I guess I'll just ask my daughter to help me set up. read more

If you want to make your life easier ask for Moyo!! He will give you all his time and effort and he will make sure to give the best offer he can give to you! Got an early upgrade with no cost and got the phone I wanted plus a car charger and protector all in one. Thank you Moyo! You're awesome!! read more

Franz helped me out today and I can't express how great his service was. He wasn't pressuring me to buy anything like my past experiences, but still left the store with a bunch of new things lol.. ask for Franz next time you won't be disappointed! read more

I literally just received the worst customer service of my life from the Verizon South Lake Avenue Pasadena, CA location from both employee Sohale and the manager Naz...I am livid. They do not deserve to work there helping customers. They should seriously both be fired. Corporate Verizon just sent me a brand new phone in the mail to replace my old phone that would no longer charge or hold a charge. Corporate Verizon had told me that when I received my new replacement phone I could go into my local Verizon store to have them help me insert my SIM card and move files from my old phone on to my new replacement phone. Upon entering the South Lake Ave. Pasadena Verizon store I was placed on the wait list at 8:24 PM by an employee that I did not catch the name of. He told me it would be a 20 minute wait. I thought that was a pretty long wait, so I asked him if I could go next door to Ross and come back. He said that was fine. I re-entered the Verizon store at 8:34 PM (only 10 minutes later) just to be notified bY Naz that my name was already called and that I was to be placed at the bottom of the wait list again, which was frustrating. At 8:48 PM I see that Naz and employee Sohale have been chatting it up and fooling around for a couple minutes when I have yet to be assisted. I am growing weary so I walk over to the pair of them and Sohale finally says he can help me. I explained to Sohale that I needed my SIM card inserted from my old phone into my new phone. Sohale then opens the box to my new phone, picks it up and DROPS MY BRAND NEW PHONE ON THE FLOOR. I then say to him, "you just dropped by brand new phone!" He did not say sorry. He did not apologize. All he said was, "It's fine." I said to him, "It's NOT fine. The phone was not in a case yet! It was brand new out of the box and you dropped it on the floor!" He then asks me if I want him to get me a new phone. I said YES, but he claimed it would take 4 or 5 business days to get the new phone in. I told him this was unacceptable. They have a store FULL of phones and I had already been without a working phone for 3 days and this cannot continue as it is affecting my work and business. Sohale then attempts to charge me a $10 fee to transfer files from my old phone onto my new phone. I told him he should waive the $10 fee since he DROPPED MY BRAND NEW PHONE ON THE FLOOR. He refused to waive the fee or apologize. I then ask to speak to a manager. To my dismay I am told that Naz is the manager. I already received poor customer service from him, so I think to myself "great..." I tell Naz I am extremely unhappy and concerned that Sohale dropped my brand new phone on the floor and that it was not in a case because it was fresh out of the box. The manager Naz tells me that "mistakes happen". I reply, "And don't you feel responsible to do something about those mistakes?" Naz told me no that he does not feel responsible. I again tell him I am EXTREMELY UNHAPPY that my brand new fresh out of the box phone was dropped by his employee. I then tell Naz that Sohale also tried to charge me $10 to transfer files from my old phone onto my new phone. Naz tells me, "yes, that's policy." I told him they should waive the fee since they dropped my brand new phone on the ground and that it's really the least they could do. The manager Naz again refused to waive the $10 fee despite the dropping of my new phone. I then tell him that I'm going to have to contact corporate about this and he replied that he did not care. IS THERE NO JUSTICE????????? read more

Ive had good experiences here in the past, otherwise Id give it ONE star. I went in the other night to have them look at my phone which wasnt booting properly and having weird text problems.. it was busy, but not TOO bad. The employees are usually helpful here. Except for the guy I got. I wish I remembered his name... Ill call him Bubba. A Tall caucasian guy, a little chubby and a chip on his shoulder. He actually seemed to TAKE PLEASURE in the fact that my phone couldnt be fixed, after telling me its MY fault for not having insurance. Really? The phone was having problems booting etc, I did NOT drop it, or wet it. But apparently, this guy didnt care. He was so rude. it wasnt the fact that my phone couldnt be fied or replaced, It was the fact that this guy could have easily relayed this information in a gentle professional manner, But he DID NOT. I wont be going in here again. read more

Lazy ass verizon employees. Me and my borther recently switched from sprint to verizon and to complete the process and end our lease agreement we have to turn in our old sprint phones. I was able to do this at the verizon store on santa monica blvd in west hollywood. My brother went to turn his phone at this location and for some reason they said they dont to that here. No help what so ever and did not explain why do not do this. If one verizon store does it shouldn't all verizon stores do this. read more

Need a new iphone, i came to get an estimate so i can take to court next week. Need to get an estimate for a replacement Iphone! Some dummy tried to steal mine. The first gentleman that approached me Jeremy should not work Customer Service..When he wrote my name to ask me what i was there for and once i explained that i was assaulted by a 6'2 150 lb. African American Male at my home trying to steal my Iphone last week as i was walking into my Town Home building after coming in from closing my garage and getting my mail. Well not to drag this long story..He wasn't taking my phone from me, i don't care how Big or bad you think you are, i Don't have insurance on it and it cost retail almost $500. dollars and i was Not about to pay for another brand new one! Jeremy was totally useless..All he wanted to give me to go to court was a $50.00 repair job for the cracked and broken glass in the front of it?? I told him what about all the broken and damaged repairs it needs to the Slow Applications on it? He couldn't answer Me? Finally...After almost 45 minuted of practically arguing that i needed to show the Judge when i go to the Juvenile Court Hearing next week since the Gang Member was a Minor i wanted the Court to make his mother buy me a new iphone..i needed the retail cost and estimate to replace my Iphone??? Nicolas Wilson, Robert Torres, Monir and Chris all by almost having to pull teeth finally got on their computer system and finally Printed me a Quote of $499.00 to give to the Judge and The Probation Officer Of P.K.F. so I can finally ask for Restitution! You would think after being a loyal customer of theirs i could have just walked in and out of there in 10 minutes without an argument? Well i am still giving the other 3-gentlemen 5-Stars because they were doing everything in their power to help me! read more

Went in to upgrade my family plans to iPhones, 50 minute wait and another 45 minutes for the process. The salesman tried to sell us accessories because "help him out cause he makes commission and it hurts his quota if we only buy the phones". The salesman asked us if we were paying cash or card, and insulted us by saying you know you can't just buy the phones and take them, like you have to stay with verizon ... Insinuating we're just going to scan him and take the phones?!? Hello I've been with the company 10 years and you have my social security number wow. Main thing that bothered us is he wouldn't help us transfer our contacts ... Terrible service for such an expensive company. read more

Nicco is the best and most patient. He is really helpful and gentle. Appreciate his help.

Horrible, horrible, horrible....and did I say, HORRIBLE customer service? They say that one of the definitions of "insanity" is doing the same thing over again and expecting different results. Well, I can say that I am officially "insane" for repeatedly having horrible customer service at this Verizon location and still coming back. Luckily for me, tonight will be the LAST time I will visit this store. Next time, I will go to another corporate store with better reviews. Let me explain what I mean and recount my horrible experiences at this location. 1. Last year, around November, I decided to upgrade my phone from an iPhone 5 to the Samsung note 3. I paid this store a visit on a Thursday evening at around 7:30 p.m. The first red flag was that no one approached me to greet me, or ask me what I was there fore. Mind you, the person who is supposed to "check" one in was walking around, saw me, and continued walking around. After about 5 minutes, I walked up to this person, and indicated that I was there to buy the Note 3. I told this person that because I had unlimited data, I wanted to buy the phone at full price. The person proceeded to tell me, "ok, but there is a wait time of about 30 minutes." Slightly annoyed, but excited about the prospect of getting a new phone, I said that it was "ok." I waited, and waited, and waited, and waited. At around the 35 minute mark, I approached the same person, and asked where I was at in the "line" of people waiting to see them. The person looked down, indicated "I'm sorry, you were not put in the queue, I apologize. I'll get someone for you right now." If I was another person, I would have given this individual my two cents and bolted out the door. But given my patience, and although I was really annoyed, I told him, "ok." Another 30 minutes passed, and finally a "sales rep" approached me. I proceeded to tell him that at this point I had waited about an hour to buy a phone. Unapologetically, he asked me which phone I wanted to buy, and I told him. When I told him that I wanted to buy the phone at full price, because I did not want to lose my unlimited data, he stated, "I'm sorry, but we can't sell the phone at full price." So after waiting an hour and five minutes to see someone, I was told that they could not sell the phone at full price. I had lost about an hour of my time, only to be told I could not buy this phone at full price. This would not have happened had: a) the initial person been more knowledgeable about their products and would have told me this little detail when I first checked in and, b) had this person not made the careless mistake of never "checking me in." Frustrated, I left this store, and went to Best Buy, where I was able to do this purchase in less than 10 minutes and with a wait time of about 2 minutes. 2. You would have figured that after this experience I would not have come back. Unfortunately, as insane as I am, I returned. This time, I wanted to buy a case for my phone. I should have just gone elsewhere, but since I get a discount from my employer, I figured, I could go here. I entered, and, once again, there was no one at the entrance, or no one being attentive to incoming customers. In this store they appear operate under notion that customers will approach you if they want something, and it is ok to just stand there and wait. I approached another person, who was talking to an elderly couple. After about 10 minutes standing there (and this individual clearly saw me given that we had made eye contact several times as she was speaking with the couple) she looked behind me, and asked the person behind me (who had arrived about five minutes after I arrived), "have you been helped?" I spoke up and stated, "actually, I arrived first." Ignoring this, she returned her attention to the guy behind me and asked if he was helped. The gentleman behind me, who was obviously aware that I had arrived before and was pleasant, told her, "actually, he was first." At this point, she annoyingly looked at me and asked me what I wanted. I told her I wanted to buy a case. She indicated, "the wait time right now is about half an hour." I replied, "HALF AN HOUR just to buy a case?" She then annoyingly looked around for another representative, and one just happened to be walking by. She asked this gentleman to help me. Again, after this interaction I would have given her my two cents and left, if I was a less patient individual, but I let it slide. 3. Today, I had my last experience with this store. I went in because my phone was not functioning (could not make phone calls at all). This time, I was told that I would have to make an appointment for the following day to see a rep because the wait time was "an hour." I reminded her that I could not wait a day to have a functioning phone, and was told, "I'm, sorry, you can call customer service." I walked out. Went elsewhere, and was helped. NEVER returning here again. read more

I wish Verizon was not my phone carrier.. but alas it is. My phone died on me last night.. died died. And I'm actually sick today anyways, but I need a phone to function in my life.. so I drag my sick butt up there..fully expecting to drop a couple hundred on a new phone cos I'm really due anyways. And they can't help me cos I'm not a verified user on the account. Ok how do I do that? You can go online. Can I use your computer and do it here so that I can get the phone right away? No you can't do it from the store, you can do it online and they can send you a phone. What if can't set it up on the computer? and I need a phone now, I can't wait for one in the mail. You can call customer service and set yourself up as a user and order a phone, pick up here-you just need the password. I don't know the password. Well you can get it from the account holder. She's in another country right now. Well you need to get a hold of her for the password. With my telepathy? wtf seriously I was going to buy a new phone to replace my old phone on a line that already exists.. then matter of factly states..this is why we have this system in place so people can't just come into the store and.. never finishes his thought. let me finish for you. Verizon has this asinine policy in place to keep people from coming into the store and conveniently purchasing/replacing a phone to an existing line because that makes sense how? oh but how convenient I can do it online.. wth does the store exist for then if you can't provide convenient service to existing customers?! and they just sent me out the door and told me to call customer service.. when I don't have a phone? I won't come back to this store. I am completely baffled and irritated at the non logic going on here. read more

Would never come here again, the customer service was horrible!!! Waited over an hour and a half just to be passed around from one sales associate to another . They tried to sell me a new phone and when I said no they told me the couldn't help me, To take my phone back to the original Verizon store that sold it to me. read more

Can I give them a negative star? Worst service ever. I went in to have my tablet looked at. Made an appointment online for 7 pm using their website. It does not look like they use the appointment system. A rep started to help me. Calvin. He couldn't figure out a solution. He seemed to be more concerned with whether or not the device was actually mine. I gave him my info and he entered it into his tablet. He walked away and never returned. While he was working on my device, before he abandoned me, he asked another rep how to reboot my tablet. The other rep told him how and moved on. Later on, I asked the rep with the who knew how to reboot my device where was the guy who was helping me. I recognized the guy who knew because he wore glasses and had a long pointed goatee. He didn't know where Calvin went, and he couldn't care less. "I just came up from downstairs, and I haven't seen him. You might want to check with those guys over there." With his hands full of car chargers, he motions over to the huddle of reps who looked like they were on break. He seemed more concerned about telling his coworker, Peter, about his sore throat and restocking the car chargers. Confused, I sniff under my arms. Maybe I stink? No, I smell ok. I made eye contact with other reps who looked away and right into their phones. I wandered near the employee hang out section on the sales floor. I went because that's where goatee-glasses told me to go. About 5 reps were gathered, leaning against counters, talking about everything except sales and customer service. No one offered to help. No one asked if I was waiting for anything. I intentionally sat down near them, and stared at them for another 5 almost 6 minutes. Then I started this review. They just carried on their conversation and let me sit there as though I was waiting for someone else. My stares of despair worked, because after they gathered to greet what appeared to be a former employee, they relocated to another section of the store. The place isn't that big, I could still see them. Even the rep who was completing a transaction of a paying customer stopped what he was doing, stepped out from behind the register to come shake hands with and hug his long lost homeboy. Awwwww. Frustrated, I give them a chance to address me, a customer. Last attempt, I ask Peter what is the point of setting an appointment online, if I've been sitting unattended for 15 minutes. He doesn't answer the question. Instead he says, "Oh yeh, someone will help you right away." I tell him that someone was helping me, and he walked off. He knew who I was referring to immediately, without me having to describe him. He exclaimed his name with relief, "Oh, Calvin! He must be downstairs." That's how I remembered his name. He said he would go find Calvin and walked to what he referred to as downstairs. Another one gone. He didn't want to help me, I was someone else's problem. Moments later, another employee comes out of one of the doors that the employees duck in and out of while they ignore customers. The door hangs open for a split second, and in what felt like slow motion, I see Calvin sitting down. He sees me. The door closes. I must have arrived just before his break. Wow. Verizon's customer disservice was already suffering poorly which is why I set the appointment to begin with. But to set an appointment only be ignored for over 20 minutes is unforgivable. There was a shortage of customers and an abundance of staff. I was invisible to them. Fuck this location. I have never had a good interaction or experience at this location. The staff are all great friends, but friends don't buy new devices or pay bills, do they? Their competition looks better every day. In the spirit of friendly competition, I used Yelp to find an authorized Verizon retailer. 4G Wireless 2230 Lincoln Ave, Altadena, CA 91001. These guys don't work directly for Verizon, and offered better service than I have ever experienced at Verizon in Pasadena on Lake. There was one guy in the store, sitting behind the register, ready to serve a customer. He was more efficient in five short minutes, than a store full of poorly trained, terribly managed mediocre service reps. DMV worker mentality in this location on Lake. Prepare yourselves for a long and unnecessary wait. read more

Excellent service at this location. Joe Wang went above and beyond to accommodate me. I highly recommend using this elite Verizon Wireless branch for all of your needs. read more

Customer service is terrible. They have plenty of employees around to check you in but these "check in" guys cannot help you. Not exactly sure why. So you end up waiting and waiting and waiting all the while these "check in" guys chit chat among themselves. Very annoying! Won't come back ever again! read more

Beware this store, a black guy worked there lied to me and told me I was VIP and qualified for free tablets. He cheated me to sign my names on the electric files and told me it was a normal process in order to check my account when I questioned him. I realized it was actually a contract in the end. When I asked for the invoice or receipt, he told me the printer was broken and he would email it to me, but I never got the email. Finally, I got the bill from Verizon, I have to pay both the line service fee for each tablet which the sales never mentioned to me and the installment fee for the tablets by month. And I have to pay them for two years because the salesman played the game, cheat and hid the fact in order to get his commission. read more

I came here to get an upgrade on my iPhone and change my plan about two weeks ago. I was standing in line for 10 minutes before I finally caught someones attention to put me on the damn waiting list which was 45 minutes long. I opted instead to take an appointment for the next day. The lady made the appointment and told me 11 AM. So I show up at 10:50 the next day and I tell one of the people that works there that I had an appointment- they said I missed it. What??? Yeah, the lady made the appointment at a time OTHER than the one SHE TOLD ME. I was really annoyed and ended up waiting for someone since the line was allot shorter at that time in the morning. I eventually got my new phone and iPad case but all my information didn't transfer over properly and the saleslady couldn't figure it out. It's still not all on my phone but whatever. The saleslady was nice enough and helpful when I finally got to see her. I've been to other Verizon stores with customer service that is allot better than this one. What a shame!! read more

I used to like this location because of their attentive staff and quick response times. For the past couple of years, the customer service has taken a nose dive for the worst and it's a dang shame. Here is my review: I entered into the store and was greeted by the store manager (how I knew she was the manager will be explained later). I had an appointment for 1:00 and was served at about 1:15. I didn't think much of it because I knew that this store was known for slow service. I was served by Abbas (who looked like the villan from Captain Phillips). The guy must have had ADD or something because he couldn't keep his focus on me. I told him that I was having issues with my storage capacity and that my screen was cracked. He gave me short, curt answers and was looking around the store the whole time. I was thinking, "What the heck is he looking at?" When I told him about my cracked screen, he took one glance at it and immediately told me that the screen was cracked and that I had to replace it. I told him to further investigate it (i.e. lift the tempered glass shield I had on the phone) and lo and behold, it was the screen protector that needed replacing (a $20 fix as opposed to an $80 one). So he goes to get a new one from the counter. Abbas starts schmoozing with the customer and co-worker that were at the desk. I mean, c'mon! I'm over here! He comes over and naturally, I ask him to put it on for me. He then tells me (to his credit, I appreciated the honesty) that he isn't experienced with putting them on. He then proceeds to ask almost every co-worker in the store about helping me out, but to no avail. He then goes to the manager (who initially signed me in) and tells her of my predicament! She then gets Frank to help me. Frank was very meticulous and took forever (which was a good thing) to put the cover on. Upon completion, I ask him about if my S4 was XLTE capable, to which he replied no....smh. Frank seems to think that I am not from this country and by saying no, that I would walk away. I did, but I will never ever, go to this location again! I really hope that someone with some authority from Verizon actually reads these reviews because that's the only way that these morons will learn that they earn their measly paychecks by helping people out. If they don't want to do it or are inept to do it, they should seek other employment! read more