This store is in despair and the blames fall completely on this guy named Anthony who claimed that he is the store manager...., but declined to give me his last name. What a pu$$y. This Anthony character is a complete A-hole, has zero personality, never smiles and absolutely void of any customer service skill. Went into this $hit hole on last Saturday to straight couple things out and stood at the door for 5 minutes but not a single person acknowledged that I was there. I observed Anthony walked pass me couple time to talk to two other persons who walked in after me and yet was oblivious that I was present. When I told him I wasn't happy been ignored he wasn't apologetic yet told me the wait would be an hour even though the store was mostly empty. Verizon need to rid of this cancer named Anthony. read more

Very poor service I had Verizon for years probably most of my adult life I switched recently to T-Mobile because I didn't like their cocky attitudes. I had an old phone that I had bought through Best buy it was a Verizon phone Samsung Galaxy S10 plus I asked for them to unlock it while I had service with them I tried to sell it to two individuals one had cricket one had T-Mobile their SIM cards wouldn't work in the phone come to find out that the phone was locked Verizon actually admitted that but refused to help. My word of it wisdom is first off do not become a member of Verizon they're arrogant. If you really must become a member of Verizon definitely do not take a Verizon phone your phone will be held hostage and married to their phone service for the rest of your life read more

Very knowledgeable salesman. Saved us a lot of money. Made it easy to move data over to new iPhone.

Extremely disappointed in the service I received at the Carmel Mountain location. I originally switched to Verizon from T mobile in March, 3/17 for their unlimited plan. I was assisted by Brian Ibarra and everything went pretty smoothly. I went back on 4/28 because I broke my phone - totally my fault. I just needed to fill out a claim so I could get a new phone. I was assisted by Brian again as well as their store manager Anthony. At this time I found out that insurance was never added to my plan even though I specifically asked for it when I switched to Verizon. Anthony told me to go to Apple buy a new iPhone, bring back a receipt and they would provide me a gift card for the entire amount. (Apparently they couldn't event provide me a phone from their store at a discount for their error???) I did this, came back to the store a few days later, Anthony was on vacation and nobody else could help me. Other associates tried to tell me that I wouldn't be getting a credit when I explained my situation, and were very rude. FOUR MONTHS LATER, countless phone calls and visits to the store and I'm unable to get ahold of either of them, and I'm out over $300. Absolutely unacceptable and I am highly considering switching to a different company. read more

I just want to give Mark at this Verizon location a shout out for excellent customer service. I previously had Verizon and never had and issues but made a switch to AT&T for a bundled package during a move. In my time with the other carrier I have had several points of poor customer service, leading me to the switch back to Verizon. My experience during the switch was nothing short of positive and validated my reasons for making the switch back over. Thank you! read more

Lousy customer service for BUSINESS customers. Told by Verizon rep to just pop into the store to pick up free item. I skeptically advised I was not willing to wait (albeit on a school night) behind a bunch of kids picking out a new phone. Told, as a business customer you just pop in and out. Even told "I promise". Great, because its well past business hours, and I'm donating my time at this point. You guessed it, total lie. Walk in and guy at the counter says nope, you gotta wait like everyone else. I don't even get to respond before he barks "phone number? We will call you when its your turn, there are three people in front of you, so its gonna be 20 minutes, phone number?". I just turned around and left. If this abrupt and dismissive behavior is how they treat business customers with a lot of accounts, how are they going to treat consumers with 1-2 lines of service? The rep will be hearing from me. read more

Each time I have gone to this store I have had a great experience! Despite the tremendous strain covid is putting on the staff, they are very friendly and do their best to help their customers. Today they did not have what I needed but asked me to check back later after the FedEx delivery. When I came back they had what I needed! The manager was really great and asked John to assist me. He was very kind and extremely helpful, getting my phone set up and ready to go! I truly appreciate their kindness and professionalism! read more

I had to wait for this corporate store to re-open to help me with a problem I had on a charge prior to the pandemic; being so long I didn't know if they would help me out or not, but I figured I would try. Also, I had some questions on my current service and bill. I was very satisfied with how I was helped. The store manager Masood was very helplful and courteous and took care of my issues no problem; also Austin was a great help. There's a lot of phone companies out there but what really mattered to me was to be able to walk into the store and be helped out and treated right. Thanks. read more

Why does this location hire people with zero customer service skills? I came in on a weekend past 5pm and there were about 4 other customers that were being helped. I checked in with the gentleman in the front of the store and waited 30+ minutes for someone to help me. As each person left, I saw each store associate walk to the back of the store, to and fro, and back to the front just walking around. As I am still waiting, I am not check upon nor do these associates seem interested in asking if I have been helped. One of the guys even started to restock items since apparently he thought he had nothing else to do. Then I saw three male associates huddled in front of the store and just talking amongst themselves. HELLO?? Do you not see me waiting?? This wasn't the first time this has happened either. How these guys got their job BAFFLES me. How they even got an interview and was offered a job SHOCKS ME. As well as how INATTENTIVE they are considering they are working in sales. One thing for sure is that I will not be coming back to this location. 0 stars. read more

Yikes! Wish I had read the Yelp reviews before setting foot in this store. There were multiple sales associates walking around... not doing much while I waited and waited and waited to get some help. Eventually, we spoke to the manager, Dolores... she was rude, cold, snappy and obviously has no business working in customer service. I feel bad for the sales associates who work under her. Verizon, level up... I know you can do better. read more

We walk in, because my husband broke his phone. At 1030 am they tell us it's a 45 minute wait. No apple products. Don't waste your time.

I wanted to let everyone know that this is the place to go for answers and service! Masood is the manager and it's easy to understand why! Knowledge, personality, and service seem to be a natural way for him. Masood, I told you my wife and I were very impressed with your help and knowledge and wanted to make sure you are recognized for your great work! Management, keep hiring people of this integrity and caliber. Masood keep up the great work! For those reading, no he is not related but I am sure his parents are proud of the young man they raised! read more

I went to this store to get my new phone, there were a couple problems on my end and I have to say this store has the best team! Manager Masood (I hope I spelled that right) and Jeffery took hours to help me out. They went over and beyond to help me figure out why my new phone wasn't working. I can't thank this team enough for everything that have done and if you were wondering what store to go to, this is the best one! read more

Jessica is wonderful! My iPhone dropped and cracked (and stupidly I didn't have insurance) so she walked me through all my options and was super helpful! I walked in 30 minutes before close and felt super guilty about it (I work retail so I totally get it) and she assured me it was no problem! Wonderful store and service! read more

This will my 3 attempt to get a resolution on my bill. STAY AWAY OF THE BUY ONE GET ONE FREE DEAL! If you don't have a need for the 2nd phone don't get it. They will tell you anything and promise you everything and not deliver. I have been with Verizon for nearly 20yrs and that is not even a justification to treat a long time customer well. I asked that the store manager I have dealt with on this issue to call me. Ya no call. Guess they get to see me again! Not happy. read more

Don't bother coming here. They are rude and keep you waiting forever. They don't want to help you.

Verizon for business has my account on pending status indefinitely. When I signed up with Verizon I provided them with my own AT&T phones. Phones were deactivated before I was informed that they had to be unlocked. Once I terminated AT&T, the phones could not be unlocked so I was required to buy Verizon phones. I have not been able to transfer my lines from Verizon business to even Verizon for a consumer account (which would be less expensive). I also wanted to have one less line but I'm unable to make any changes to my account. 1 of my 5 lines is not working, and due to pending status I'm unable to upgrade or replace the phone. Therefore I'm basically paying for a line that I no longer need and another line that does not work. When I call, I get the runaround, drop calls after 40 minutes wait, empty promises, no call backs and nonsensical e-mail replies. When I signed up for the account I was charged $800 and I was told this fee was refundable after 6 months. That did not happen. When I go to their corporate store I am told there is nothing they can do unless the account is off pending status. I have not been able to access my online account due to a "glitch" since I signed up. I don't even know what they charge me for as I have no access to my own account. I pay using my credit card manually by calling the number 611 (which is time consuming). I paid off all of my devices and my bills so I don't owe them any money. I was told if I chose another provider to switch that is NOT possible due to "account pending status" and pending status cannot be resolved for an unknown reason to me and them. I have asked to be provided with a paper bill for tax purposes and I have consistently been told to "go online and get it", however I have no access to my account as it has been locked and pending. This has been going on for over a year and I have made multiple trips to their corporate store and wasted hours of my valuable time on the phone. I'm a woman who owns a small business and I am feeling trapped with no way out. read more

I am very happy with the customer service I recently received at this location after having to deal with a very tricky situation with my iPhone. The issue literally took three to four weeks to resolve due to some logistical issues outside of Verizon's control. That said, two specific Verizon team members, Masood and Vinh, stuck with me the entire time until the issue was 100% resolved. They exhausted every resource to expedite results (which would have been much longer without their help) and reassured me that they would not let my problem slip through the cracks. Throughout the process in its entirety, they reiterated that they understood my frustrations and the importance of resolving the problem! I am so appreciative of their persistence and kindness. At the end of the day, they succeeded in resolving the issue! I'm grateful for the excellent service I received. read more

Mark was incredibly helpful fixing my phone charging port and was very kind and made my entire process very nice!!!

I visited this location because I was having issues with the transfer of information from phone to phone. Daniel was more than happy to help me. I am shocked that there are so many horrible reviews for this store. Everyone is so nice and willing to sort out any problems you are having. I will definitely be coming back to this store if I have any issues in the future. Daniel was able to get my iPhone up and running without a fuss! He didn't make me me feel like I was a hassle at all. Of course, as he should be he was bouncing around back and forth multi-tasking that didn't bother me at all.. helping as many people as he could. I'm a fan of great customer service! 5 stars all day! read more

Went into Verizon with Mom to have her phone looked at and get a warranty protection replacement. Trying to explain the situation to Mateo I was treated like I didn't know what I was talking about. My Mom has a hard enough time trying to work her phone so when I'm trying to explain her issues to him it was met with " I know what I'm doing". So magically 5 seconds into meeting us he knows exactly what's wrong with the phone? I think not. I hope next time I come into the store I get assisted by someone who is willing to listen to issues instead of jumping to conclusions and pushing an upgrade that we don't want or need. read more

Long wait for a quick transaction! I came in with an infant and a toddler on a busy Saturday but all I had was a simple charger return. The guy at the door said the wait is 45 mins! I was incredulous! Why couldn't the guy who only checks people in quickly do my return? Would they make me wait 45 minutes to buy a charger? Then he says, do you want to make an appointment? To return a charger! Now I am extra happy that I switched to Sprint, got a free phone, a better plan, and I am saving money every month! Bye Verizon! I will only be back the minute you open to return the charger :) read more

Waseel (I think his name was), the solutions specialist was great. He got me a great deal after I had a horrible experience on the phone with some Customer Service Rep. A much more positive experience at this location than at the authorized retailers! read more

I'm sure everyone that has ever set foot into a Verizon store says it, but they really need to spend less money on iPads that put your name on a list and people to wander around telling you "it will just be another minute" and more money on having people to actually help you. Went in to get a new phone and it took 2.5 hours. Including waiting forever for someone to help me in "just another minute". Went in to turn in Hubs old phone for a new one and Wee One and I sat there for "just another minute" for over 30 minutes before we got fed up and left. Literally, all we had to do was hand them a phone to stick in a box and we had to wait for a ridiculously long time and none of the 3 people in front of us in line got helped either. Went in to turn in our recalled explodey Samsung phones "at the location we purchased them from" like we were told to do when the phones announced they were being recalled and after telling the sign in person that we were there to exchange our recalled explodey phones and waiting "just another minute" for more than half an hour, the salesperson that actually does something other than type your name into an iPad informs us that they don't have any non-explodey phones in stock. Which makes me wonder why we had to drive 31 minutes to the store we purchased them at "for inventory purposes" when they apparently didn't have enough phones in stock to cover what they sold in the first place. And why the useless person with the iPad couldn't have told us that before we had to wait an unreasonably long time for a phone that they don't even have. And now, we have to drive back AGAIN because, according to the customer service number we have to call to get non-explodey phones shipped to us (wish they would have told us we could do that in the first place), we can't ship back the recalled phones. So I am not looking forward to having to go wait in store for another... I dont know... 6 hours or something worth of "just another minutes". read more

I went there with my 9 months old son in a stroller. The saleswoman spent more than half an hour talking to a group of people...chatting...Afterwards, she went to talk with another colleague and they both totally ignored me. I left and will never go back to that store. read more

Long wait times, can't even make an exchange in a phone case with out having to wait 1.5hrs

My wife's contract was up on her phone and we decided to stop in after dinner and get a new phone / contract. We were immediately greeted at the door to get put on "the list" and no sooner than our name was put down, a sales associate was at our beck and call. I don't remember the name of the guy that helped us but overall, he was very friendly and helpful but definitely trying to upsell to get those commission numbers up. Now I'm not certain that they work on commission but can only assume as he was trying to push every product in the store. It started off by pushing the Droids. My wife has had them and hated them. She already knew the phone she wanted but she, being much more patient than I am, decided to listen to the spiel of why she should go with that phone. Once he was finished, she politely thanked him and said that she wants to go with the iPhone. Much of that decision making could be due to the prodding of her husband not wanting to deal with multiple operating systems at home. Technology moves much quicker than I do and I don't have the patience to be learning a new OS every time I turn around. So it's settled, we are going to go with the iPhone. Now you've all seen the boxes these things come in right? The are pretty small, don't take up much room. Well when we got to the counter, I'm expecting to see this small box but instead I do spot the box but I also see the following: protective screen covers, protective cases, car charger, docking station, keyboard.....you name it, he had it out there. He explained that we may want to consider some accessories for the new phone. While I appreciate the suggestions, offer them as suggestions rather than pulling them off the shelf and putting the peer pressure on us. The transaction was a little lengthy. Since she was eligible for an upgrade, Verizon offers something like a $50 reduction in price but then charges like $30 for a transaction fee. Apparently this is something that went into effect April 1, 2012. Wasn't real happy about that but at that point, were were locked in and ready to roll. The one cool thing is that my wife was offered an additional monthly discount on her bill based on where she works. Our sales associate pointed this out, put it in the system and now she is paying less than she was previously. A big thank you for that. Since it was close to closing time, we were the last customers in the store and you could tell they were trying to get out. At one point I looked over and the balance of the sales associates were all standing behind the counter, heads down, phones out, texting or surfing. I really don't want to see that. At least pretend to be busy or go into the back room and text your buddies. The store itself is well stocked and has any type of phone, tablet or accessory that one would need. It's not my favorite store but probably one of the better Verizon stores out there. read more

This store will lie to you and cheat you into deceiving plans with no respect for the customer. SINA G. "helped" my mother with an iPhone upgrade and afterwards, immediately tried selling her iPad. This was expected so my mom was polite enough to listen. He stated that there was an amazing deal going on where you would save around $250 for the new iPad Pro. Lucky for Sina, my mother actually needed a new iPad so she expressed some interest, but how Sina took advantage of both my mother and this situation was EXTREMELY disrespectful and rude. Sina promised my mother that the total cost of the iPad would be around $479 after the $250 discount (side note, Target sells the iPad for $599 so it's not even a huge deal). My mom did some research and decided that even though it wasn't the best deal in the world, she would still be saving around $100 so she probed further about the details. Sina said that you have to immediately activate the iPad for LTE data for $10 per month. That was already annoying but he reassured that we could cancel at ANY TIME. My mom thought about the situation for a second and he then continued to promise that he would give the first two months of data activation for FREE and then we could cancel, implying that we would get 2 free months of data access (which we didn't even want or need) without paying for any extra charges. I remember I asked Sina specifically if we could cancel after the two months and he said yes. Fast forward a few weeks later, my mother received her Verizon bill to find the $10 data activation fee on her bill. I was not surprised to hear that Sina did not honor the 2 months of free data, but when she told me she called customer support and a Verizon representative said she was required to pay for data activation for TWO YEARS and if she wanted to cancel early, she would have to pay $175 for early termination... I was absolutely furious. Essentially, the discount of $250 was all transferred into this deceptive data activation plan that we did NOT agree to. Even worse, Sina completely LIED and offered fake promises just to sell an iPad for his commission. My poor mother just wanted a new iPad for Mother's Day but instead, has to deal with Verizon to settle this situation. She has called the store, talked to a manager, and expressed her frustration and so far, there have been no signs of resolution for this problem. Do not go to this store unless it's absolutely necessary. They cheated and lied to their customers and ruined my mother's Mother's Day gift. read more

It's ashame you have to even give one star. I came in to transfer my line from my parents plan to my own. I waited 50 minutes for an available sales person. Spencer asked what I came in for, and told me he couldn't help me because I wasn't an authorized user on the account. When I asked him what my options were he said he couldn't help. He literally walked away after that and met with the next customer. Such terrible customer service especially for a brand new store. I'll be sure to spread the word. Looks like I'll wait it out and finish the last 2 months of my contract. After that, I'll be switching providers. Way to go verizon! read more

I know I'm going against the grain with my 5 star rating here, but my experience here was fast and easy. It was a rainy day, but at least 20 customers in the store. You check in at the front and wait for a service rep to help you out. We got someone to us within 5 minutes. The story is that I have a high tech HTC Evo phone and my wife has some beat up BlackBerry. Being a good husband, I offered to buy her a new one because she is due for an upgrade. We had our eye on a droid and with help from the service rep we chose the phone we wanted, purchased it, transferred the contact data and was out of there in less than 30 minutes. Special thanks to Josh for helping us. read more

This is the worst corporate location ever! I dread going to this location because of the 3 times I've had difficulty working with someone here. This actually use to be my go to spot, but I'm not sure what happened along the years. This is the closest location by my house. First offense - my phone crapped out - DroidX. Screen only half showed up. I went in after work as this is my only phone. I needed a replacement ASAP because it was Friday and the husband was going out of town. I needed a phone fix just for emergency purposes. They couldn't do anything for me. No loaner, nothing. On top of that, they were telling me I had to buy a new phone if I wanted something right now and if return in after my phone gets fixed, I'd have to pay the restocking fee. Second offense - My husband bought me a Xoom and he didn't want to get me all these accessories because I have particular taste. The sales associate who helped in, in a different Verizon store, was giving a discount bundle. As I got this present, we went to this location. They could not honor anything close to this discount bundle the other store tried to give us. The sales associate and manager were condescending and rude, basically telling that person had no authorization because no discount exists. Right there, we wanted to return my present. Oh but wait, they have a restocking fee. Third offense - My upgrade was coming. I was 2 weeks shy of my upgrade date. I get pretty impatient when I want a new phone. I've been eyeing the Samsung Galaxy S4. We go in and get greeted immediately. We ask if we can upgrade to the phone. He checked our account and said your upgrade date is so so, you'll have to pay full cost of the phone if you want it. Are you kidding me? We walked out. The next day, my husband called customer service and guess what - they were okay with it and put it on our account! What the he## is the difference from going to the store vs. calling customer service? Oh wait - ppl on the other end of the phone line are more accommodating and are actually willing to help you. If you must go to the store, I have to recommend going to the location in Del Mar. read more

Mateo was great and really helpful. My wife and I went in to activate her new phone and port her number over to Verizon. Mateo greeted us up front and made us feel comfortable from the get go. He was really knowledgeable with my wife's phone as well as helping pick out the right plan for us. He also informed us of a promo that helped save us even more money. Overall, the process was quick and easy. All I can say is, if Mateo is assisting you, you know you're in good hands. read more

I always have had the pleasure of working with Mark from the Verizon Store. I couldn't ask for a better customer service experience. His knowledge and expertise really makes things so easy! read more

I have been with Verizon for over 25 years. I also liken going into their "retail" stores to a trip to the DMV. I am beginning to think maybe the over the phone service isn't much better although we have always had great service that way. I was lied to twice, didn't get calls back when they promised they would, and now it's basically shut down time. The new store in Carmel Mountain is a place I won't step foot in again. Associates who don't want to be there, customer service is dead in that place unless they can make a buck. The manager there whoever that may be has some real work to do. Congrats guys on the new store! You've obviously got a long way to go!! My advice to anyone is to buy a no-contract phone from someone else. Save yourself the trouble. read more

If I could give this place zero stars, I would! First when you walk in they ask why you are visiting them, they put your name in a line, if you want to buy a phone or sign up for verizon then you get to go first. The other costumers that have problems with their phones or service will be seen in 30 mins. So bring something to do. This is my story, everytime I go in this store there seems to be a problem with the people that work there. I went to this store back in October, had one simple question "when does my contact end so I can cancel and not have to pay a fee?" They wouldn't tell me unless I could tell them my account number, well I couldn't because I don't carry around a verizon bill with me. So I had to call home and had my boyfriend give me my account number. They told me my contract was up in December, I wrote the date in my planning. Then when December finally came I went in to the same store as before because I wanted to cancel, the guy that worked there asked me a ton of questions on why I wanted to cancel, he then told me my contract had ended by in October. So basically I am happy I cancelled and don't have to deal with those stupid people anymore. read more

Ok. So I was kind of expecting a mob scene. This particular Verizon is actually a company owned location from my understanding. They do customer service/billing issues, sales, and technical support. I purchased my Motorola Slvr here about a year ago. Never had any problems with my phone before thank God, but I still have the insurance nonetheless. My phone wasn't powering up so I dragged my behind back to this store. It was pretty packed inside. However I was pleasantly surprise to see how everything was so organized. When you walk inside the store, they have a little kiosk where you enter your name and your type of issue. They have several plasmas around showing your place in the pecking order per say. This is somewhat similar to what they do at the DMV. I waited approximately 5-10 minutes before they called me up. Luckily there was nothing wrong my phone. They just switched out the battery and I was good to go. Never had to file a claim or anything, nothing paid out of pocket . I was surprisingly impressed with the customer service and their efficiency. Now only if the customer service reps on their 800 # would be this friendly...... read more

If you're in need of a new phone, I wouldn't recommend you coming this to particular branch. I've been here three times in the last month or so and STILL haven't bought a phone. I think that's rather telling regarding the type of service I received. The employees here really need to learn more about their product line. I came here because I was on the fence re: two different phone models. I was hoping that they would be able to help answer my questions so that I could finally make my decision. Honestly though, I felt like I knew more about the specs. I was asking questions and (on three different occassions) they would all look to each other, flustered because they didn't know the answer. Then they'd give me INCORRECT information and I would have to correct them. Seriously. Are you hiring? I can do a better job than most of your employees. Or maybe you should spend more time training them. To top it off, they kept trying to sell me a phone I DIDN'T want, even after I tried to politely swing the conversation back to the phones I DID want. They kept pushing that particular model because that's the model they were apparently trained to push. They certainly knew more about that phone than any of the models I wanted. All in all, a frustrating experience. I will definitely drive out of my way to bring my business elsewhere. I know that employees at other locations are more knowledgeable and not as pushy. read more

I want to personally state that the customer service provided by the store manager Masood at Verizon was excellent !! Masood was able to handle my problems with my phone in a professional and quick manner. His communication skills and ability to handle an IPhone issue with Apple was superb ! I Adam read more

Yikes! I tried to return my phone here, and they told me I would have to pay $50 since I didn't have the box it came in. Problem is, when I bought the phone, no one said "Hey, keep this box! Guard it with your life! It's worth $50!!! Apparently while the rest of corporate America is switching to recyclable packaging, Verizon is using golf-pressed latinum for their boxes! Thankfully, I signed up for service at Costco, nearby, and they took the phone back sans box, no problem. read more

I had a wonderful experience here. All i can say is if you want a new phone, ask for JANE! she was so nice when it came down to me buying our iphone4s. She doesnt push you into buying anything nor pressure a sales pitch. Really nice and honest. Dont go to brian. He is an asxxxxxhole. i had to return my first iphone and he had nothing but a rude attitude.. read more