Came in with my grandfather's iPad so that I could get help putting a SIM card in so he can use LTE on it. Got help from Shaunn and I was in and out in an hour thanks to good service. read more

I've been there at least 5 times and on the phone another 5 times in the last 8 months and I leave shaking my head in disbelief every time. I have only come across 1 helpful, intelligent employee but obviously she can't help everyone or be there all the time. The rest of the group is just taking up space. They aren't educated on the product and/or process and are very rude. Customer service isn't a concept they are familiar with. Don't waste your time with this store. read more

They had me take a number and I sat around for an hour until they came around to help me. And when they did help me they were in a rush to move on to the next customer. Overall they didn't want to help they just want to get through the line. I went to the store in Poway on Poway road and there was almost no line and they took over 30 minutes out of their to help me with questions on my phone. Go there. read more

Four months ago, I visited this store for assistance with my iPhone. I was greeted at the door by a young lady, and was immediately assigned to a service man, although one other also volunteered his services. After 20 minutes, the friendly service was complete and I was escorted to the door with instructions to return for any other problems. There was no charge. Yesterday, I visited the store again for help in setting up a new iPhone. Two staff greeted me, and I elected to go to Stephanie. She spent about 20 minutes with the iPhone, and she tolerated talking with me though I am rather deaf, even with hearing aids. I was very pleased with the friendly attention, and quality of service. Again, there was no charge. The service and attention seemed even better than at the Apple Stores, which I like very much. I could have written two reviews here, with both rated at 5 stars. read more

I went in to pick up the phone I purchased over the phone. Horrible customer service. I cancelled my order and chose to give my business to BestBuy. read more

Damn , one of the worst experience ever , plz people don't go there , the worst costumer service ever , We switched to Verizon and supposed to get rebate money , Never happened, called costumer service been told they never submitted it , went to the store they told me have to wait 4-6 weeks more , didn't even try to make it up to me for the inconvenience, They better get learn. How to do their shit before , rather than standing at the door 4-5 people , I would give em no star but ira not possible here read more

Alex is the man to talk to if you go there...great, friendly service! Though was there 1 night when there was a customer service issue between a sale asociate and customer, did not sway my great experience with Alex! I will continue to go there for my cell phone issues read more

My husband and I just had a fabulous shopping for accessories experience, for our new iPhones today at the Carmel Mountain Verizon store. We worked with Mateo who showed us all the products available. Even gave me a tip about a new case that would show off the red back of my phone. He was knowledgeable and very personable. It was a pleasant informative time. We highly recommend the store and especially Mateo. read more

I walked into the store at 3:10 to see about replacing a lost phone. I was told the wait time was about 50 minutes, meaning I'd be seen around 4. I made an appointment to come back at 4:30, but when I returned, I was told that my appointment had been set for 4 - the time I would've spent there if I'd decided to wait. I was again told there would be an hour wait. I won't be going back to this store for customer service. read more

would give them no stars if possible. I went in to replace an older, broken phone and thought I might upgrade from my ancient flip phone. I waited ~40 minutes before speaking to a salesperson. the salesperson flat-out LIED about the plans that were available (told us we had to upgrade our voice plan because the one we had "doesn't exist anymore"). He LIED about the amount of use I could get out of the basic data plan ("sure you can get on the web a few times each week - it is downloading pictures and music that eats the data faster"). He didn't bother to mention the extra monthly charge to use Verizon Navigator, a feature I told him I wanted to use. Conveniently he didn't add that to the account in the store so I wouldn't know it was an additional charge until later. He didn't bother to add a my text plan to the new phone so now I was being charged per text. He didn't bother to add my name to the account so when I went to make changes I wasn't able to, despite knowing all the passwords/security codes/mother's dog's best friend's zodiac sign. over the next few days and many infuriating calls to Verizon I went back in to replace the phone with a new, basic flip phone (since what I NEED is a phone, the rest is just a toy). I had to wait another 30 minutes, which would have been longer except they made the mistake of helping someone else with a problem immediately after they walked in the door at which time I lost what little patience I had left. At that point they started taking care of me. This is when I found out that our old plan still exists, and many other lies. This salesguy threw the other one under the bus to keep me from going nuts. Smart move. Of course then they wanted to charge me a RESTOCKING fee for the switch. If it weren't for the fact that Verizon is the only carrier near us with decent coverage and my husband (who has top-end smartphone and plans) gets good service I would have nothing more to do with them. I am told the store in 4S is really good - I'll go there next time or just upgrade my phone online. read more

This is the hardest review I've ever had to write but I'm going to keep it short. I would have given them 5 stars for the TOTAL issue but the front end was a nightmare. OK, wife broke her Razor,...had insurance...or so I thought...didn't so I spent over an hour with a nice guy on the phone who did virtually nothing. I'm pissed now and the wife goes down to the store and confuses matters more. Now I've had insurance for years (which they verify later) and there is no reason I wouldn't have purchased it...it has gone mysteriously missing from my plans in the past...anyway wife comes home and I'm really pissed now. I call back one more time and get the store manager Roy. Long story short Roy spends ANOTHER HOUR but takes care of EVERYONE OF MY ISSUES...I could only be happier if I had spoken with Roy at the beginning. Verizon; you need to promote Roy to the head of your training department and pay him whatever amount of money he asks for cuz he's worth it! read more

Amazing customer service. This store really takes care of their military. Ask for Noora she is the best! Very attentive and knowledgeable. She is great! read more

Test post - This Verizon location is amazing! Staff was very friendly and knowledgable.

Honestly I think I know more about the phones then most of the sales associates do. I even know how to activate a phone. I came here to meet a friend and have them activate a phone and transfer their contacts from the old one to the new phone that they received in the mail. While I was waiting for my friend, not one associate asked if I needed help. Great customer service, eh? You have to put your name on the electronic list. Huh? Whatever! Should train your employees on the product too! read more

Worthless! Horrible customer service. Its no wonder i never come into any of these stores.i usually just buy my phone online and hook it up myself and call cutomer service if i have any issues. But i have no choice. Im here with my dad. read more

I have to comment on great service provided to me from this store, especially Michael Earnest. My IPhone was stolen a couple of months back, I had only had it for 6 months, also into 6 months of a 2 year contract with Verizon. Michael heard my story, felt bad talked with his manager and worked out a deal for me to replace my phone keeping my monthly charges the same, but w/o having to pay the full retail $600 for a new phone. I had insurance through an outside company, that unknown to me didn't cover theft, so basically I was screwed. The store, and Michael went above and beyond to help me out. So, with all the bad reviews, I have to give a shout out for my personal experience. read more

This is the worse wireless/ cellphone shop I have ever visited. The staff were rude and unattentive, especially the manager. Shop at Best Buy, just across the parking lot! read more

Noora Afzali at the Carmel Mountain store is the best! Her customer service is simply amazing! She is sincere, warm and doesn't pressure sell. read more

Unbelievably poor service - Store may be busy, but waiting 30+ minutes when "2nd in line" is not acceptable. Left ... Supposedly 6-7 salespeople but in watching, none of them were wrapping anything up so got fed up and left ... Best Buy it is. read more

mistakes made by eddy the rep in person in cmr location on upgrading phone order: he took an hour and still made all these mistakes: on july 20, 2021 1. no suite number on ship address 2. not told no address correction possible on back orders 3. not told back order delay 3-4+ weeks 4. no receipt given during visit 5. no location code given so portal no info 6. $65/mo extra charge even without phone 7. increased jet pack billing, not phone even though this is a change of phone 8. jet pack billing so messed up, had to cancel jet pack entirely, can't access computer 9. not told order info not on portal 10. not given a contact phone # for help 11. not told i would use up 5 hours of work on phone and in person with mistakes. 12. i still have to worry about: is new phone order cancelled sure? is billing still incorrectly too high? my refund of $196 for phone no jetpack is no computer access adding jetpack later will increase costs read more

I am technologically challeged and received an iPad for Xmas. My contract was up and I decided to change my Blackberry to an iPhone 5, nothing like being dragged kicking and screaming into the 21st century!. Being techonogically challenged I needed some really patient and with expertise and know how especially when dealing with me. I got Sam and he was absolutely wonderful; he was patient and took the time to help me not just with set up but when I had to go back to Verizon when there was a problem. Sam rocks! read more

If you go to this Verizon and you need detailed and cheerful assistance, ask for Soraya Guardado. She helped us for a few (actually 3) hours on a Tuesday night while we transferred service for one phone, added service for another item, and made a few other changes as well .... up until the minute they closed. She was positive, knowledgeable, and extremely helpful the entire time. Thank you Soraya!! read more

Went with my friend to get his upgrade. Beautiful store. Unfortunately, it was difficult to hear the salesman the music was on blast. So LOUD. Reeked of men's cologne. Thought maybe I was at Ambercrombie & Fitch. Sensory overload. I left my friend to fend for himself. Eeek. read more

My smartphone (samsung stratosphere) stopped working one day. It wouldn't stop rebooting. I took it into the carmel mtn ranch verizon store. An employee looked at it for a bit, checked for damage, and tried a hard reset. He confirmed that my phone was done. It was still under warranty so he ordered a replacement. I was given the option of free shipping or 3 day shipping for 6.99. I opted for the 3 day shipping only to be told by my friends that verizon did not charge for shipping for replacement phones. The next day I tried hard resetting my phone by myself and found an option for a system update. After updating the system, my phone worked fine. I called this verizon store to ask if they could cancel the shipment and refund my money but was told it could not be done and to ship back the replacement phone and I would be out the shipping money. I told them that had their employee been able to figure out what was going on with my phone there never would have been a need to order a new phone. I called verizon customer service and explained what happened and they confirmed that there should never have been a charge for shipping. They asked that I send the replacement back and refunded me. Summary: verizon store charged me for shipping on a replacement phone, verizon customer service tells me that there should not have been a shipping charge. Beware. read more

If you visit this Verizon Store ask for Anthony! He is the most professional person I have met in years! He knows what customer service is and how customers should be treated, What a great roll model for my 17 year old son. My Son was impressed with Anthony's Patience and knowledge and level of expertise. Verizon is very lucky to have a him. He should teach Customer service to all of the staff!! If I owned a company that needed a good sales person I would try and recruit him! I can't say enough about my visit and the follow up. Well done Verizon this young man needs to be promoted! Thank you Anthony! You have a very bright career ahead of you!!! Keep up the good work it will pay off! Mary and Bobby read more

The employees were friendly with me and made it a breeze. I needed a simple screen protector replacement and they did it all for me. Only complaint is that it was slightly off center, but I would've done a worse job myself if I tried. read more

Wiped out my pictures after I specifically asked if I should go home to download them to my computer.. They told me no problem that they would download to iCloud and I didn't need to worry. I knew better so please learn from my mistake and backup BEFORE you walk in this place. *update! Now 5 months later they are completely screwing us out of the rebate they promised! CROOKS!!! Beware!!!!! read more

If you were thinking about switching to Verizon, don't their service isn't as great as they claim. And their customer service is one of the worst customer service I have ever dealt with. Let me tell you why: This review is not on this store in particular. This just happens me to store that I went to. The workers were nice, and tried to explain things to me in a way that I could understand- but their policy is crap so they couldn't explain things in a way that made sense, because it doesn't make sense. By asking simple questions, most of my answers were "that's just not how we do things". Anyways, the company customer service is the absolute worst. I traded out my old phone two months ago with them on their pay off the phone monthly deal. Fast-forward two months, and my phone no longer charges. I go in asking to get a different phone, because I've had more trouble with this phone but it's worth - and they explained that if I want to switch out phones even though I'm only two months in, which means I paid $40 out of $700, they claim that I would have to pay off the rest the phone ( even though it broke ) so I can get a different one. Also because the phone won't turn on, I can't even traded it in for the $300. They did tell me it's still under warranty. So they can give me a new phone of the same type. So I'm still going to paying off the phone for two years that I hate, but at least it will work, but there's more instead of switching out my phone and then and there I have to wait for them to ship me one (The only reason I can think they want to ship it, is because they replaced my new phone with a refurbished one) now I can't prove that, but why else would they waste money on shipping rather than just getting a new one from the back? Before they can do anything they have to check my phone for water damage, I told him there is none but they want to check anyways. Understandable. However when taking off my case to check for water damage, they broke my phone case. And claimed that they can't do anything about that. So now I have a broken phone case. there's no water damage, and they were going to order a new phone and they tell me that it's not gonna arrive to 3 to 5 days. That's 3-5 days as a business owner without my phone. that's unacceptable. If I was the one that broke the phone sure I get that, but this phone broke on its own and now I have to lose business because of it? Maybe is just me that when a phone brakes off of nothing that the owner did they should traded in right away. So fast forward five days and I get my phone, but the $30 screen protector that I bought from them does not come with it. So I go in and I asked for a new screen protector, because my old phone of two-month-old had a perfectly good one. You can't transfer screen protector, they never work the same. So because my phone was under warranty I assumed the very expensive screen protector thats perfectly good if my phone wouldn't have broken, we get replaced too. But they won't. They told me I had to buy a new one or go through the screen protectors third-party. In all because something that they told me it would be good broke my life has become a headache due to their terrible customer service. They have been unhelpful, And making me jump through so many hoops just to fix something that shouldn't have broken in the beginning. This is ridiculous. You think you would expect more from "america's #1 phone service" I'm going to quit and never come back. read more

Very inefficient service. Reps standing around and not seeming to do anything helpful.

There's a reason that this Verizon location gets two and a half Stars. Their customer service is among the worst that I've ever experienced. They simply just don't want to help you. And while you're waiting, you can watch their employees either sitting around and chatting with each other, or staring at the wall. For now on I'm either only going to Costco or shopping online directly with Google for any accessories I might need. read more

I called this store to see if they had the Samsung Gear 3 in stock, the sales person said they could get it from another location within an hour. I told them I could be there to pick it up in 2 hours and to call me if there were any issues. I went in and they said it had not been delivered it would be another hour so I left to grab lunch and got back there 2 hours later and was told the delivery driver never picked it up BUT someone could go get it. So why didn't they do that and/or call me to say it wasn't going to be there when they said it would??? They actually had the nerve to ask me to pay for it then pick it up later. (NO, I WAS DONE!) I told them no need I was going to order it online. For a telecommunications company, they failed at communication!!! read more

This location is always busy but try going in the last hour. I think they close at 7pm! Otherwise you can book an appointment. Nicole did a terrific job of helping me out, her customer service skills clearly make her an asset at this location. Thanks for your help !!! read more

Hmm, not sure about the 1-star reviews as my experience was excellent. I went in to add our son to our existing plan. I was assisted by Victor who was completely knowledgeable about everything with our iPhone. He was patient with all of my questions. He made my son feel special and helped build his anticipation for his very first phone. He gave us tips on some of the functions and made sure my sons phone was ready to go when we left the store. The lady next to us was being helped by someone who had her laughing and really seemed helpful and down to earth. All in all, a very friendly environment. read more

If visiting the Carmel mountain store ask to speak with jane she is the best I have delt with in getting a phone or any questions she is great. read more

I came in to the store on 4-1-2014 to replace my phone. I had called customer service , 3/31/2014, inquiring about a replacement for my phone (i had dropped my phone too many times). Customer service said I was eligible for a replacement for $30 for the iPhone 5c 32GB however, i was never informed of how long the offer was good for. When I came into the store the next day Matt S., who was helping me, said the offer was no longer valid. I was very upset and he could understand why. There was no end date of offer stated to me. Matt went over and beyond to help me with the situation. He called customer service asking them to extend the promotion for me since no date was given to me. Customer service would not honor the promotion. Matt then went to the manager, Roy J., to call customer service as well. Customer service supervisor would not honor the promotion either with the manager of the store. You could imagine my frustration with Verizon customer service because I have been a customer with them for over 10 years. Roy and Matt came back with their own way of offering me a deal which turned out to be much better then the promotion of the iPhone 5c. I walked out of the store with the iPhone 5s 32GB phone for $90 plus first month of the edge payment. And my monthly bill went down as a result. I can not say how much Matt worked in my favor as a customer. He understood my frustration and like I said earlier went beyond... THANK YOU MATT!!!... He is a great employee and genuinely understood my frustration. Roy also showed why he is the manager of the store... THANK YOU ROY!!! I definitely recommend working with Matt.... kuddos to these two employees! read more

3 weeks ago I would have given 4 stars. i was helped in a friendly, efficient manner, left with a new phone, a "free" tablet and the cherry on the sundae was a $40 reduction in my monthly bill (or so I was told). Then the new and added service agreements started coming in and I had to make the dreaded call to Verizon. The Customer Service rep was baffled by the way our new plan was set up. For two phones our plan would now run $260 per month. What? It took over an hour to undo the mess and that was only the first call. The second will come when I get my next bill. My advice...get EVERYTHING in writing! read more

Just wanted to give a big thanks to Spencer for helping my wife and I out with setting up our own account, being the one to be put on hold for almost an hour with customer support and not us, getting us the new iPhone 6 and 6 Plus AND giving us his personal buffalo wild wings gift card because he'd had it in his wallet for over a year and was never going to use it! Definitely took care of us in every way, shape and form which is exactly what we wanted going into the store and I'd like to assume that it would be his intent when you go into the store. Thanks again and we appreciate all your help that night. read more

My wife and I went to the Carmel Mtn. Verizon store today to get our phones upgraded and change over to the new plan. Dylan was very helpful and patient. We needed phones that had international capability and he steered us to phones that met our needs (we both got HTC One M9 phones) He got us set up with cases and screen protectors as well and installed them for us. He also got our contacts from our old phones copied over to our new ones. There wasn't any strong sales pressure, he offered us a few things that we weren't interested in and that was that. A very painless experience, took a little over an hour and both my wife and I were very pleasantly surprised at how easy and smooth the whole process was. This new facility is nice and clean. There was plenty of staff there and it wasn't insanely crowded like the old store was. Not sure why there are so many negative reviews, our experience was completely positive. read more

I recently stopped in here to change my carrier. Spoke to an associate named Jay. He could not help me with anything but kept trying to sell me add on so didn't need? With customer service these days I just want someone to help me for the right reasons. All that I was receiving was up sell, buy this, buy that, etc.. I couldn't take his lack of professionalism so I simply left and went to Sprint in the same shopping center. Hello unlimited everything plan for $89 with sprint! read more

Verizon at Carmel Mountain has a very poor customer service especially the supposively Solution Manager, Travis....he needs to be sent back to "customer service & sensitivity training". I brought the vehicle charger back that I bought last year. The rubber around the wires is pulling off the cord. I told him that it can electrocute me since the wires are exposed. He even accused me of pulling it from the cord and that the warranty is over. I have been a Verizon customer since 2010. I told him I can get better customer service else where and Travis said whatever I feel like doing. No effort or attempt to retain me since I have been good paying customer for 7 years. What a shame!! He does not represent Verizon very well. He needs to be demoted. He acted like an neophyte employee who does not know what his job entails....SAD for Verizon... read more