I needed to purchase a new phone. Jonathan, the store representative, provided exceptional service. He was knowledgeable, professional, personable, patient, polite, and answered all of my questions. I could not have asked for more outstanding assistance. Jonathan is an asset to the store and should be commended for the excellent experience I had. I highly recommend him and this store location. read more

Adding more comments as I am getting more bills on a canceled service. An absolute nightmare! Since I cancelled my Verizon service, I have received several more bills. To dispute the charges, I have called them many times and heard many apologies and promises to credit the unsubstantiated charges, but they still went ahead and charged me. I filed a dispute through my bank with their documented email of the credits I was promised. I have also placed a stop payment at my bank on any future charges and have canceled autopay. I just received another bill from Verizon charging me a fee for my bank declining more attempts to charge my account. Mind you, I disconnected Verizon internet on 10/2/2025, over a month ago, and my phone a week before that. Bottom line, their low introductory prices, that are supposed to last 3 years with the basic service and 5 years with Plus and Ultimate, are fake. I have paid over $400 so far, and I am still getting billed. Stay away from this provider. Their 5G network is not reliable, but you keep getting billed for the service promised but not rendered. read more

This is more an indictment against VZ in general rather than this store. Here's the story: We (family account) get one new phone. During the course of this, the store representative offers us upgraded service that requires a new, updated internet gateway box. We come home with the "new" gateway. It looks exactly the same as what we have but i plug it in. It doesn't work. I call customer support, they can't get it to work. I go to the store and they gave us the wrong box. They send me home with a new box. I'm told it's plug and play. I get home and try to activate it. It turns on but no internet. Customer service, after a long struggle, gets it working. 2 hours spent on this. Today, my wife returns the old internet gateway device in the box of new internet gateway. This results in our home internet being disconnected. I go to the store - they didn't look inside the box (or at our account info) and just scanned the box which disconnected it. At this point I'm angry. THEY SAY THEY CAN'T TURN IT BACK ON! What the hell kind of system is this? The device has a dedicated identification code and can't be turned back on??? They send me home with the old box and offer no other help. Fortunately the old box still work which is how I'm writing this. VZ you need to reconnect with real people in your customer service chain. There's no excuse for this. I've spent at least 3 hours on this now for no reason aside from a combination of employee mistakes (understandable) and your impenetrable systems (unforgiveable). read more

Don't go here. This place made huge mistake that took me months and hours on the phone to correct. They charged me for something I never ordered and before I could straighten it out my phone service was cut off. I have been with them over 14 years. Unfortunately before this happened I bought a phone with them so I am kind of stuck. Finally got it straightened out but beware. read more

I came in to get a new phone because my current one was unusable. Luckily, I got paired with Waleed. Waleed is a legend. He is knowledgeable, friendly, kind, and truly cares about the customers. Waleed could have easily just sold me the latest phone and I could have spent $1000+ on the spot. Instead, Waleed took the route of professionalism and ethics. He informed me that I had insurance on my current phone and instead of spending $1000+ for a new phone, I could spend $99 and get a new verision fo my current phone. I cant't explain how much that means to me and probably most customers. A couple days later when I had troube transferring my ESIMS he amde sure I was helped promptly and properly. Appreciate you big dawg. See you when its time for a free upgrade! read more

Verizon - Mobile Phones Near Me - Santa Monica, California

Chance seems to be loving his job: really helping and doing his best in the greats mode.

Verizon store upsold a senior citizen and refused to waive restocking fee when he didn't want the phone. Senior citizen went into the store looking for a phone case and was upsold a new phone with a 3 year commitment. Once the family figured out what happened we went back to undo the situation and the Verizon store refused to refund the restocking fee. Store address: 2530 Wilshire Blvd Ste A Santa Monica, CA 90403 read more

NO clue what customer service is here, a completely foreign subject to them. Go anywhere else. Culver City is far better. SAD management,

Home 5G is horrible and their customer service is worse. 6 phone calls all reassuring me I would an appointment on the 20th I have prove but they refused to acknowledge it if want to see it.. The employee are incompetent and they take no responsibility. In fact none of them had written down notes for employees to see. Do not get there service. read more

Verizon - Verizon said I never had an appointment on the 20th . Here is the proof they refused to acknowledge or look at. - Mobile Phones Near Me - Santa Monica, California

My initial reaction was that the customer service here was really great. Indeed, the Nicholas and his fellow employees have a welcoming manner, and I appreciate the friendliness. Nicholas was very attentive despite helping another client at the same time and I appreciate that this location was well staffed resulting in a good customer to employee ratio. However, the lack of knowledge and detailed thoroughness resulted in me making an unnecessary second trip and being charged for a second phone line when I upgraded my phone, even though I never ordered a new line or used it. This could be a really great store, but their training and staff knowledge sharing need improvement. read more

Avoid the Verizon store in Santa Monica. The staff are dishonest and treat customers poorly. Always insist on getting a receipt -- they're quick to add unnecessary charges. The manager seems to lead the billing scams, and the maze of credits, fees, and so-called promotions is intentionally confusing. This place operates in a very shady way. I've had nothing but problems here. read more

There should be a nation wide lawsuit on Verizon using customer service reps from other country's , cannot understand a word they say.know English !!!!!!!! read more

Do not go to this store!!!! I came to get a new phone and the employee was rude and incredibly unhelpful. He upgraded my plan without letting me know and didn't give me the cost breakdown until I had requested it. If I hadn't requested the quote, I wouldn't have known that they were charging me for a higher plan without my permission. The employee was also shopping on Amazon while helping me which is incredibly unprofessional and rude. On top of that, the employee was talking poorly about me to his other coworker in front of my face because I was asking questions and double checking whether the costs were correct (which they were not)! I will never come back to this store. read more

Wow! What a wonderful Representative! Met Nick and within 15 min he got the problem addressed and I was off with the international plan. Very professional, efficient and polite. I wish all my experiences were just as smooth! read more

Shoutout to James O. for going above & beyond to help me resolve a (weirdly complicated) activation issue with my new iPhone. Not only was he able to get the job done, he was really kind, communicative, & respectful of my time. Appreciate you, James! read more

I had such a great experience at this location, specifically with Mark, the manager, that I had to share! I walked in on a Saturday with the intent of buying a new iPhone. After discussing my situation with Mark, he presented my options and I determined it was best to buy directly from Apple. Here Verizon was losing a sale but the great customer service didn't stop there. Mark was so knowledgeable and he was able assist with all my questions, helped me change my plan to meet my needs and even helped me get a data plan for an upcoming international trip! There was another customer who was also raving about Mark and his level of service. Mark was so great that he noticed I was eligible for Verizon wifi and I walked out of there with a new wifi box, which I had already been contemplating! I couldn't recommend Mark at this Verizon location more and would go back just to give him my business! read more

Shout out to Wahlid!! My phone stopped working while i was at the beach and apparently my SIM card failed. Went to the nearest Verizon store in a panic and had the pleasure of being helped by Wahlid who was quick & got everything working. Thank you again ! read more

Renaldo was great helping me today unlike their corporate phone center where everyone seems to work on commission and contradict themselves and their own stores. I will definitely be visiting this store the next time I need Verizon help. I almost left Verizon after 21 years before today. read more

Verison is an absolute bullshit company! After attempting to mail back my internet box they still sent me to collections! I called multiple times to try and resolve and still getting collections notifications even though I returned all the equipment. Boo! read more

I'm in China. I'm next to Tibet. I saw the response from the Verizon people and I'm happy to get your message. I they wanted to charge me over $300 bucks. I was paying about $120 per month. I don't know if they canceled my service. I hope they did. I'm a military veteran. I'm a Vietnam Veteran. What gives? read more

Avoid this location at all costs if you enjoy your sanity. This place was like a fever dream. Employees all talking in circles and aren't certain on anything. A bunch of "maybe", "should" and "most likely". Floor manager, I think Diego, needs re-training asap. Talking to him was a headache and explained why everyone else in the store acts the way they do. Another group in the store actually overheard our conversation, and had to chime in because they saw how confused I was by the "floor managers" talking in circles. The bystanders words: "it's confusing because he is bs'ing you." Whoever is in charge of this place should be embarrassed. I felt like I was going crazyyyyyyyyyyy. Never again!!!! read more

I arrived at Verizon today to finalize my Trade In of my old phone, since my mew one from Verizon already arrived. So the lady customer service met me and said that The Trade In of my phone could only be finalized by mail. The person who was helping me sent me a link and said to follow the instructions (but the link didn't lead to the instructions, it only lead to a chat with digital assistant) so I asked her to help, because I couldn't figure out the way to find the instructions. And this person replied that it's written in English and I should just read it carefully and follow the instructions. I kept asking for a help. And got tired of her not wanting to help so I asked to speak to a manager, on which she replied that she is the general manager and she is refusing me service and added some horrible comments towards me. read more

The sales rep I dealt with here reaffirm my belief that reps are constantly under informed and / or trying to rip you off. About two months ago I went in to activate a line for my stepdaughter as I was unable to do so online. Once in store, our rep, Miko, was dfriendly and helpful. Everything seemed easy and good to go. The issues began a day after with the new estimated bill. I noticed immediately an extra charge for a second number that we had not requested and that Miko had not indicated we were adding to our account. I had to call customer service to deactivate a feature we never wanted, that was not disclosed to us, and that was put on our bill without our knowing consent. Next, we were informed in store that a $10 discount would be on our monthly bill for the new line. This is true ONLY if you sign up for AutoPay - this little caveat was also not disclosed to us. Lastly, a full month or so later, I am now noticing that my main line no longer has mobile hotspot services - our sales rep changed my plan and disabled my mobile hotspot again without informing me. I now have to call customer service to correct my plan again. In short, Miko's demeanor, while friendly and quick, left us with services we did not want and reduced services that we did. Looking back, the rapid work and lack of disclosure felt like he was rushing us to meet sales quotas or simply was under informed to make proper sales. Calling customer service to correct everything and avoiding this store in future. read more

Rochelle is a horrible, disgusting human being who added unauthorized charges and didn't give me a receipt or walk me through pricing until after I paid. She then told me it was all non-refundable and told me to get out of the store, then left the store herself to avoid making it right by me. I started crying and she came back and screamed at me for crying and left again. The entire store was in shock, including the other customers. I've never been treated like that in my life and have $80 in unauthorized charges. read more

Verizon in Santa Monica on Wilshire blvd.The gentleman that helped me today and other times the name is Lawrence Great guy .Really goes out of his way to help.What a great pleasure to deal with him. read more

WORST SERVICE EVER!!! Many red flags at this location. 1. Set an appointment for 2pm on a Sunday, ended up waiting over 50 min. No one cared to follow up or apologize for the wait time. 2. Reason for visit: Upgrading phone. The associate that was helping us was unable to connect into their system, therefore he didn't know what plan we had. Instead of finding another way to assist us, he pushed back and said we had to upgrade. When I tried to help by using My Verizon app, he kept saying I was wrong. I contacted Customer Service while working with the associate, they were able to confirm what was showing on my account but the associate kept pushing back trying to make us upgrade to something we had or didn't need to meet the eligibility that the promotion offered (felt uneasy about the selling tactics) 3. We had questions with our plan and asked the manager, Sanya raised her voice at us for no reason. It was very uncalled for. After not wanting to move forward. The manager and the employee dismissed themselves in a very unprofessional way. Explains why this location has POOR REVIEWS. Don't waste your time here. Should not be a corporate location. ZERO STARS read more

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Of all the Verizons in all the towns of all the world, I walk into this one. I don't believe this is a bona-fide Verizon store. It is a training center. On the phone, I had already set everything up through the insurance to get a replacement phone due to my battery exploding. They told me it was all set and the nearest Verizon store will have everything on the computer ready to go. When I walked in the door, Grace said we had to call them. I should have seen this red flag. I had no idea what a rabbit hole I was about to go under with her. Rather than saying "let me find out how we do this", the mode of operation is 'self teaching on the customers time'. About an hour and a half of jumping through hoops before someone else showed her how to do it in two minutes. In the end, most, if not all, of the information from her was incorrect. Next day I asked for a supervisor. I got Diego, a 'floor manager'. He would not give me his undivided attention. When I tried to tell him about the disorganized events of yesterday, he kept stopping me to greet customers at the door and log them in. He is definitely not a supervisor and not a seasoned manager Then he tried to pass one of their sales reps to me as someone 'like a supervisor'. Play it again Sam read more

I ended up leaving Verizon because the phone customer service for the company was equally as bad as the service I received at the local company store in Santa Monica. read more

try your very best not to come to this location specially do not work with Kaitlyn. She is a pathological liar just to try to make a cell Janet. The manager is horrible here don't even waste your time. Trying to have a customer opinion or voice a complaint just call corporate or go on yelp. Make sure you have written documentation of what promotion they're offering you because it all becomes a lie. I am only giving that one star because I have to to process this complaint they don't even deserve that. read more

Verizon - Try your very best not to come to this location - Mobile Phones Near Me - Santa Monica, California

Outstanding, intelligent service from Jonathon. Highly recommend this Verizon store based on my experience today

Lies and theft! I went to the store to mail-in my old iphones. I was told that I would get new phones for free. Then Verizon started charging me every month for both phones. The guy there, Waleed, said he would call HQ to help me out, but he doesn't return my calls. I called to ask if I could get my old phones back and they said that's not possible. Verizon lied to me and stole my old phones. They are so shady and no one there is accountable at all. Stay away! read more

This review is for the Manager, Juan at this location. He went above & beyond today to help me with my roommates iPhone return. He flew out of the country & asked me to do the return, & somehow Juan figured out how to bypass (Thank Goodness!) the face ID feature, Yes!! Success! And Juan, You all deserve a raise for your help this afternoon!! Thank You a million, You Rock!!!!! read more

Thank you Gem you made my day with patience and professionalism. I was quite confused. I am grateful. read more

Verizon - Mobile Phones Near Me - Santa Monica, California

first one in line. No one else in the store. They "call" the rep from the back...waited another 10 minutes...NO ONE CAME OUT TO HELP

Minimum 2.5 hour wait for the queue but you have to wait some unspecified amount of time to even be placed in the queue. Ridiculous waste of an entire day. Since Verizon also decided to randomly jack up my rates this is clearly all the more reason to switch. Good riddance. read more

Sad reminder of how absolutely insane, poorly managed a company this is, and, couldn't care less about you as a customer. All of this for simply switching a phone number on an Apple watch. Nothing more. Bill went from $254 to $686+ plus next month of $429. What an absolute joke of a company. Sure, nice commercials Verizon, but what can you say you are doing for the customer? read more

Verizon - Sad reminder. - Mobile Phones Near Me - Santa Monica, California

I'm a 24 year customer, here to make my usual cash payment. Stay away from a man named ARCHER. Rude, demeaning & unprofessional. I was asking about why the payment kiosk seems to not be working for about the past 2 months, "I don't know". Who knows? "I don't know" can you please get me the manager?. "Why? They're not going to know. Who should I ask? "Try calling customer service. read more

My friend and I, both long-time paying Verizon customers for over 20 and 10 years, respectively, walked in to upgrade our iPhones on Sun, 10/8/23 at 2530 Wilshire Ste A, Santa Monica. While we waited, I asked the female mgr who was near the front if they transferred data from our old phones to the new ones. She said yes, but it would cost $30. I replied that I've had it done at Apple and they didn't charge. She replied that all of them charge now. During a lull while working with our sales rep, Christian Limon, I stepped away and called Apple and asked if they charged for the data transfer if I brought my new iPhone that I'd buy from Verizon into the Apple Store, and was told, "No, there's no charge." We spent over an hour with Christian who was nice. He took our orders. We didn't want to have our phones sent to our homes because we're seldom home and didn't want the risk of having them stolen. He assured us our phones will be in the store by Sat, 10/28/23, and to await notifications. Three weeks later, we never got notifications. On 10/28, my friend and I tried calling the (310) 339-5681 number that he gave us to the store. Prompt said the mailbox was full. I called the number listed for the Verizon store on Google, but it went to the Verizon office. The rep had trouble getting ahold of anyone and finally gave me the number to the store, (310) 828-1279 to call on my own. On Fri, 11/3/23, I called this number and a courteous Verizon rep said the calls route to them if the store doesn't pick up. She told me that my records don't show an order waiting for me! I never got any order notification from Verizon either. She ordered the phone for me to pickup at the store within 72 hrs; however, she said, "Wait for the email to tell you the order is in the store for you to pick up." She told me two phones were at the store now, but I told her I wasn't going to pick it up now, but the next day. After almost an hour with her on the phone, I checked my email only to find that my order was canceled! Email from Verizon Wireless said, "Your order's been canceled. One refund coming right up. Because your order wasn't picked up, we've canceled your order and started your refund. You should see a credit on your credit card/debit card within 72 hours, if applicable....." I immediately called Verizon back, got another rep, explained what happened and started the entire order process again. It took about 45 min. The rep explained that if a phone is not available at the store, the order is automatically canceled. But the first rep told me two phones were at the store and to wait for an email to say my phone was ready to be picked up. I even had the deposit charged to my credit card. Later that night, I got another cancellation email, similar to the previous one. Both charges were made on 11/3 and refunded the next day on my credit card. I had spent almost 2 hours on the phone with Verizon only to have both orders automatically canceled twice within hours! My friend called on her own and the same thing happened to her. We decided to go into the 2530 Wilshire Store the next day, Sat, 11/4, 11am. The mgr, Gemma (sp?), explained that they didn't have any phones on the premises, and they would have to be ordered and delivered to our homes which we didn't want. We saw Christian at a distance helping a customer. We told her the number he gave us kept saying the mailbox is full. She said, "Did you try sending a text?" No, we didn't. We figured someone at the store would answer. We told her about the automatic cancellations. I also told her I'd called Apple and confirmed that transferring data was done for free whereas the mgr on 10/8 said Verizon charges $30. Gemma said that "most places charge now and we can't tell you who doesn't charge." I tried to tell her then don't have your staff misinform people and tell them that "everyone charges now", but she didn't acknowledge this and just went on. My friend and I were dumbfounded and flabbergasted at Verizon's terrible customer service, and why it was so difficult for customers to upgrade their phones. Did they not want our business? We were so infuriated that we went to AT&T on 8th and Wilshire. We spoke to rep Jeff Daniels who helped us, was upfront, courteous, provided me with a phone, helped to select a plan, do paperwork, gave 20% off on 3 purchases of the screen protector, case (he put both on for me) and super charger and transferred the data from my old iPhone to my new iPhone at no cost. We told him what happened to us at Verizon. He synced up the two phones to transfer data which took minutes and said, "This is what Verizon wanted to charge you $30 for." As the best wireless company, Verizon needs to do much better for its customers. After all, loyal paying customers, which was what I was, are the ones who put them up there. read more

March 2nd con artist Jaysme and manager Audi fraudulently created an account . I received a bill for a phone and monthly service agreement. Beware Verizon ask for too much personal information that enables fraudulent activity. This is what the FCC and PUC calls "slamming." Unscrupulous employees which devalues Verizon's brand due to Verizon corporate allowing this scam to occur. read more

Devon was incredibly patient, flexible, and helpful with a litany of issues I had. He addressed all of my concerns, helped save me money overall and ultimately changed my belief in Verizon's ability to be a customer first company. Give this man a raise. read more