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

You cannot call and speak to anyone in the store, as they are "too busy." When you arrive after giving up trying to ask about the inventory on the phone, you will be told there is a wait, despite the fact that three employees are sitting in the front of the store talking and ignoring you. Just awful customer service. read more

Verizon - Mobile Phones Near Me - Santa Monica, California

The worst customer service I have ever experienced. Really a disappointment. They had 4 people working and 4 people waiting, sorry we can't help you?? What sad excuse for a manager. 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

Unhelpful manager and staff. More interested in chatting among each other than helping customers. Verizon customer service rep on the phone was much more helpful. Don't bother coming here. read more

After a less than satisfactory experience at another store I was lucky enough to meet a dead end. I was rewarded by a sign in the window directing me to the Santa Monica store. So I braced the rush hour traffic going west on Wilshire. I was happy to discover the business was on the corner of the street with street parking, and possibly parking in back of the building; I didn't look. Inside was a nice clean store. It was large enough to comfortably fit customers, but also private enough to conduct business without feeling cramped. The best part of the experience was Elizabeth, the kind of professional that can make a difference on whether a business is forever tarnished by bad experiences or turn an experience into one of the best. She was awesome helping with every part of our complicated customer needs. Audi the store manager was very professional, and should be proud of his excellent staff and clean store. read more

Verizon - Sign in front of Beverly Connection store. - Mobile Phones Near Me - Santa Monica, California

Came to this store after my phone was stolen over the weekend. Placed an order for a new phone and was told the new phone was not back ordered and would arrive in a few days. When I checked the status of the order 4 days later, the phone had not even shipped yet. I definitely understand that the store cannot control shipping, but what was quite concerning was how the store workers responded when I returned to ask questions about my phone. Staff were resistant to trying to help me trouble shoot the issues with shipping, resistant to helping me come up with next steps to get access to the phone. Finally, staff gave me a number to call and get help in figuring out what was happening to my phone and I was given instructions to call in the morning. When I called the number the next day, it was a number to a survey rather than a number to get any help. At this point it's unfortunately been a week since I ordered my phone. I would try any other location if I were you. read more

Jazmyne was extremely helpful, and patient with all of my questions and needs. 5 stars for Jazmyne! Really, really wish this store had a telephone number - such a hassle having to call 611 every time I need assistance or have a question. Wonderful experience otherwise - super nice and kind staff! read more

I switched from AT&T to Verizon and did encounter a huge problem , partly my fault for not doing it right away after purchasing a new phone from Verizon. I had the best costumer service ever with the most patient assistant name Devin. Thankful for the great service! read more

How can it be that I can not speak to an actual person with my question?! Multiple times trying different numbers I have run thru their BS menu that is completely unhelpful and then they simply disconnect the call. Verizon has the WORST customer support in the industry. When I finish this rant I'm calling T-Mobile. read more

The worst service ever!!! I recently switched to Verizon and I totally regret it. They wouldn't even help me with replacing my screen protector without charging me when I purchased it from that exact location. I get terrible reception in most places where i used to get perfect reception with my last provider. read more

One of the worst customer service experiences of my life. Gross incompetence I exchanged my iphone for an android, and the teller thoughtlessly sent the package to the wrong address where no one is presently residing. She figured it out after the order was submitted, and never asked me to confirm any address. Then the teller and manager lied multiple times, telling me that the package would not be left at the door without a signature (I've done this before and they most certainly do leave it), and urging me not to call 611 for help because it was a "waste" and that they would tell me the same thing. I called anyway in the morning because the service center was closed for the night, and they informed me that changing addresses is easy, but that it was too late to do so. It is now headed to the wrong address in another state, where someone will undoubtedly steal the package from the porch, and I'll be left with the tab. Buyer beware. If you go to this store after reading this review, you've earned the experience that's coming. read more

Hey guys, I recommend this place, but area not safe. All employees are friendlyyyyy. read more

Verizon - Hello guys, I recommend this place, but area not safe - Mobile Phones Near Me - Santa Monica, California

RUDE, UNPROFESSIONAL, AND UTTERLY INEPT. I almost NEVER write reviews but needed to warn people--do NOT waste your time here!! Two employees (DIEGO and I'm blanking on the other name...maybe KATELYN?) WASTED my time for over an hour, walking thru different promotions while literally trying to sell me things that made ZERO mathematical/logical sense. I finally was so over it that I agreed to go through with the transaction just to be done with it. They made me wait there for 20 minutes while they were supposedly getting the phone from the back for me. They came back and said why don't you just call customer service or do this online instead. I said, no I'll go ahead and get it over with now. Again they disappear for 10 min and still don't come back with the phone. Instead, someone new comes out, and there had been no transfer of knowledge/they expected me to start from scratch with her. After I left, I called customer service, which immediately gave me a WAY better deal than in store. They lied in store and claimed it would be the same if I called. The store employees must have been afraid of being caught in their lie when I said something about calling customer service--or maybe they get dinged if they sell something and then the person calls and gets a better deal over the phone after. INFURIATING AND NONSENSICAL EXPERIENCE. Also have to second the person below who said the people here have no idea what they are doing. They are researching it online, they have no knowledge of what promotions/plans are actually availlable. You just have to sit there while they read information they should already know. read more

TERRIBLE customer service The manger Sonia and worker Gabriel are very condescending and mean. They kept giving me false information about prices and had extreme attitudes. I had picked up a phone I purchased online and had to end up calling the customer service agent outside to talk to them inside. Gabriel then proceeds to hang up my phone call with the Verizon agent on the phone because he thinks it's a fake agent... it was ridiculous. He is VERY unprofessional and so is Sonia. When I set the phone down on the counter Gabriel then told me "not to throw my phone at him". I am baffled at my expletives and Verizon should be embarrassed that this is a corporate store. Never go to this store EVER. They need better training and new employees. They are scammers and will try to tell you wrong prices. read more

I came in today, and had a polarized experience. Contrary to my sales representative repeatedly promising that I could return my modem to "any local Verizon store", this store ALSO does not take equipment. Shame on the sales representatives for false promises. That said, I met with Gabriel, who was lovely. Although it took an hour and forty five minutes, I ended up with a return label (to ship my modem elsewhere), and a phone call connected to a representative. Thanks to Gabriel for his help today :) read more

Absolute bozo squad. Fire all the sales reps and put the security lady in charge. She was the only one that knew What she was doing. While waiting in line I saw a disgruntled man in front of me complaining that he had paid for a phone and the store told them they didn't have it so he could not get it despite having already paid. When next in line I asked the person working in the store if they had all the phones, specifically an iPhone, and he said yes. Guess what, surprise surprise, they did not. Instead of informing me of such after I paid for the telephone they disappeared into the back room for an hour or so and ran the clock until the place was closed before telling me that then the phone will be shipped to me the following week. To make matters worse I was going to be shipped to New Jersey where I had just moved from. They claimed they fixed it but when checking online the following day they had not. I had to fix it myself. I now have the new phone which is nice but I would not recommend my worst enemy go back to the store. Absolutely horrendous. read more

Staff was professional and knowledgeable, however my sales rep was robotic and extremely unhelpful. He had no concern as to whether my needs were met or not. I understand that with the Covid situation, the level of service may not be the same as in the past - but when spending $1200 on a phone, as a last resort due to the Apple Stores being closed, I would have expected someone to walk me through my options a bit more I didn't even receive a receipt and had to return the next day to ask for one. Once provided with the receipt, I realized I wasn't offered the auto pay discount and had to register online for it. I also had offer myself the $15/mo coverage plan - had I not mentioned anything, I would have walked out with an uninsured iphone This is something I would have expected a sales rep to offer, but mine could not be bothered to go beyond "yes" "no" answers, which was surprising as no one was in the store. Historically, I've purchased my phones directly from Apple and was excited to work with a smaller retailer thinking I'd receive an elevated level of service. This sadly was not the case read more

If I could give 0 stars I would- they lied canceled our order said they didn't have it when they did we ordered the phone through a very helpful on the phone representative. They finally "found our order". Did not apologize for the inconvenience, wouldn't even talk to us. This took three hours of our time. They were also refusing other customers entry at 6:45pm (they close at 7pm) which is illegal you have to stay opened legally until closing (unless there is some sort of emergency!! read more

Verizon's hotspot is the worst service and when you try to return equipment Version and its stores put obstacles up so as to keep charging you for their horrible service. T-mobile's hotspot is much better A Shaun at Tier 11 tech support refused to transfer me to a supervisor. he refused identifying information despite my requests read more

Great experience upgrading my phone with Devin today. Walked in on a Saturday and had no wait. The store was busy, but it seemed like they had enough staff to help everyone out quickly enough. Devin guided me through the options and was very clear about the prices for each one. read more

The worst. Avoid like the plague. Customers waiting for way too long and some of their employees just standing around. The same guy stood there for 15-20 mins while I waited and then offered to help me. Their employee physically fixed the issue with my phone, but was trying to sell me on different plans and deals the whole time I felt I couldn't trust anything he actually said. Another customer next to me was yelling at the employee helping her because he set her up with 3 new apple devices "for free" and only at the end of the transaction told her it was $20 minimum per month per device. For Verizon if you read this - train your employees like Apple's Genius Bar. Be informative, comprehensive, and up front. Don't hide info from us. Explain all costs and benefits in a trustworthy, straightforward way. Your employees currently act like used car salesmen and it is horrible for customer service and morale in the stores. Your in-store customers are frustrated, sitting idly looking around for help for too long, and then feeling misled and swindled when they are finally assisted. That is not the way to go. Just be clear and honest. Tldr - bad customer service. Employees seem to somehow get the job done, but give you misleading information and constantly try to talk you into spending more money so you feel like you can't trust their opinion because they don't have your best interest in mind. read more

HORRIBLE SERVICE! I delivered an order to this business, and a male employee greeted me with so much rudeness that ruined my day. The entire store is empty, dark, and feels miserable. I'm so glad I have AT&T because their customer service is way better. Holy shit. read more

Worst customer service and manager ever! Wish I could give 0 stars. Diego the manager at this location closed the door at 5pm even though there was a posted sign on their door for holiday hours that said close at 6pm (I took a picture too), not 5pm. He left 3 of us customers locked out and wouldn't open, said "he doesn't care what the holiday hours sign says, he closes at 5pm."And walked away. This was after my husband came in earlier to pick up the watch I ordered as a gift needed today and they wouldn't give to him because he wasn't the name on the order even though he had the QR code from me, order ID and copy of my license; which the order email says you may show the code for pick up. So thats all I needed, was to pick up a paid item when I came. Beyond frustrating and now want to switch all our lines away from Verizon. read more

Rue was amazing and super helpful! I have been going to this Verizon for over 10 years and have always gotten pretty good service but dealing with Rue today was a whole new level! He was polite, patient, helpful and really took the time to help. I'm sure things are extra stressful given this current Covid environment but Rue handled it like a real PRO! Big big thumbs up to him and he should be acknowledged by his managers! read more

Always call before going that location. Every day closes an hour early! Never updated any information on Apple/Google maps!

They are only about getting their commission. They don't care about their customers. They sell you the phone, say they can't activate and sent me to the apple store to set up my phone which was massively inconvenient. I will not be buy a phone from this store or company again. read more

WORST CUSTOMER SERVICE!! Avoid their sales rep Rue at all costs. The most incompetent, inept and rude individual I have ever encountered. As someone who has worked customer service while in college, Verizon clearly isn't educating their sales reps on customer service. Do better. read more

This Verizon location stole my phone worth $700. When I confronted the store manager she told me it's not her responsibility if one of her employees stole my phone then walked away to hide inside her office. Childish, unprofessional and criminal behavior. Hopefully Verizon fires someone who behaves so negligent. I will be filing a lawsuit against this Verizon store. read more

They are lazy, rude and slow AF. You can be the only one in the store and they will still make you wait. They let people leave the store to go and get cash while people just stand around waiting to be helped. The guy at the front is a rude jerk. read more

I don't write reviews much here (which i should do more reviews) but read a lot and for this time i have to give when credit is due...I saw and read the reviews here so i was up for it and expected less as per other peoples reviews, was i wrong and blown away that i had to double check the tech's name which was Christian. He was very accomodating and never gave any hint that he's unsure or what not, he answered all my questions and concern with great knowledge and understanding. Verizon should look into this guy and im sure im not the only one who have had positive reviews for him. read more

Verizon commercials are classic bait and switch. Actors telling you trade in Damaged old iPhone get new iPhone 13. Then when you get there ,wait in line for mediocre sales people only to tell you all restrictions and fees. So current commercial is BOOYA. don't waste your time going there. 2 hours of my life I'll never get back. I'm currently looking for new provider. By by Verizon. read more

Don't ever come here. The employees are not reliable and they will not treat you with care.

Wish I could give minus stars. I never give negative reviews but this was so infuriating I walked out. The "manager" Daniel is the rudest person I may have ever experienced. I was trying to ask if they could repair/replace my cracked phone screen at this location after he took my number to log me in and he kept saying "there's someone ahead of you" again and again, speaking over me. I wasn't cutting in line and was just trying to find out if they do that there. I discovered they don't actually repair phone screens at that location from another person working there. I don't know why he couldn't answer that they don't do that there. And to just talk over someone repeating the same words is super aggressive and rude. read more

I will be going back to the store sometime this week for the 4th time in the past 2 months just to get my business plan account resolved. The first two times was to get my jet pack working . The employee that I bought the jet pack was not very helpful because he gave me the unit that is not functioning nor was it set-up right that I cannot use it at home. I found this all out when I returned to the store the next day and one of the associate said that it was not connected and set up at there end. It was a waste of my valued time and money going back and forth to this store. This time, I have to go back to get my business account resolved again because in my plan I only have 3 active lines and in my bill I have four(4) active lines that I got charges on each of the lines! I do believed that most of the sales associate will do there best to give a better customer service but there are few associates in this store, in my opinion, just want to put in their 8 hours of work and does not do a thorough job of what their clientele needs. This again is a waste of my time and money to go back to the store. I called their 24 hour support staff but she cannot solves my issue and advised me to go back to the store! By the way, this is the only store that I have a problem. Few of the staff are not paying attention to their work and the customers needs. read more

I have wasted at least 5+ hours here on one issue. I told them my Apple Watch wasn't working, they told me to call Verizon support, who I then talked to for several hours, and then they told me to call the store and go back there. I call the store, someone tells me they will just replace my watch & they have some in stock. So I go into the store where I'm told "we never replace them here" & I spend another 2 hours on the phone with Verizon tech, who then, AFTER HOURS, says I have to go to Apple. These people are idiots, and can't help with anything more complicated than buying a phone case. About to pull all of our Verizon accounts because I won't be dealing with this store in my neighborhood anymore. read more

Received excellent customer service over the phone . I'll never shop in the store again !! Very effectively upgraded a phone and it took minimal time . read more

This feels like a company wide issue but wow is the Verizon customer experience terrible. It's like they don't about your business at all. The app is confusing. The online service is terrible. You have to make an appointment for in store and even then you might be waiting over 45 minutes. Whatever system they're using isn't working. The last couple times I've been in, people have actually been yelling at the employees - which is totally unacceptable - and at the same time I understand the frustration. It's like they don't care about problem solving at all. I have money to spend on Verizon, why don't you want to help me??? read more

Had a terrible experience with the reps there. I am having an issue due to misinformation I received by one of the reps, and the rep showed no empathy, offered no apology. Blamed the issue on me as a customer! She took no responsibility for the issue on behalf of the company. The lowest grade customer service. Will never recommend coming to the location. Based on my experience in that store store __DoNotRecommend__Verizon as a service. read more