Verizon must be going broke or just more greedy as ever, the customer service lines are always BZ, the retail store they have in 26th and Wiltshire is worthless, they actually don't want to sell phones to you, and have no idea how to resolve any problem, you might have. I both two Apple pro Max from Verizon retail store, it's two days they can't make it work, I been on hold for hours. I waited so long in the store for phones to work they forced me out because they had to close !!!! I really want to know what is all this non sense about wining award for best customer service by JD what ever, who ever give these guys any award must be smoking better stuff then me !!!! read more

This was the worst cell phone purchasing experience I've had in my 15 years of owning a cell phone. The staff could not have been more dismissive or robotic in their approach to customer service. While I understand the space is undergoing significant renovations, it is no excuse to treat customers so poorly when we are paying thousands of dollars throughout our relationship with Verizon. At one point, there were 20 customers waiting and just 2 staff members on the floor. They don't know how to interact with humans at all - only their company-owned tablets. I've spent 3+ hours here. read more

HORRIBLE!! Absolutely scary corporations can ABUSE its power against customers. I was in Los Angeles on vacation and upon arrival I was not be able to text, make calls or use navigation phone was locked into unserviced SOS mode. Called customer service (using other people's phones) and spent 5 days back and forth online and in person and hours and hours trying to rectify my service. Verizon ping pong me back forth between Apple and Verizon blaming each other. I was in absolute tears and completely distraught in a large city. Apple said if I was to even buy a new phone the technical issues would be transferred to it. Only to be told by Verizon it was my phone and wanted to sell me a new phone $800. I switched to AT&T and my service is 100% fine didn't have to buy a new phone. I should have switched day one but the number porting would have been an issue without service. It took AT&T 4 hours to transfer due to Verizon's incompetent customer service. During this process I felt my health was compromised and that I could have had a heart attack. Verizon has the worst customer service. By the way if you go into a Verizon store they don't want to provide technical support - they want you use the useless chat bot system that doesn't work. My vacation was completely ruined. The manager was so rude she should be fired!! ******* HORRIBLE!! Absolutely scary a corporations can ABUSE its power against customers. I was in Los Angeles on vacation upon arrival I was not be able to text, make calls or use navigation phone was locked into unserviced SOS mode. Called customer service (using other people's phones) and spent 5 days back and forth online and in person and hours and hours trying to rectify my service. Verizon ping pong me back forth between Apple and Verizon blaming each other. I was inabsolute tears and completely distraught in a large city. Apple said if I was to even buy a new phone the technical issues would be transferred to it. Only to be told by Verizon it was my phone and wanted to sell me a new phone $800. I switched to AT&T and my service is 100% fine didn't have to buy a new phone! I should have switched day one but the number porting would have been an issue without service. It took AT&T 4 hours to transfer due to Verizon's incompetent customer service. During this process I felt my health was compromised and that I could have had a heart attack. The manager was so rude she should be fired!! HORRIBLE!! Absolutely scary a corporations can ABUSE its power against customers. I was in Los Angeles on vacation upon arrival I was not be able to text, make calls or use navigation phone was locked into unserviced SOS mode. Called customer service (using other people's phones) and spent 5 days back and forth online and in person and hours and hours trying to rectify my service. Verizon ping pong me back forth between Apple and Verizon blaming each other. I was inabsolute tears and completely distraught in a large city. Apple said if I was to even buy a new phone the technical issues would be transferred to it. Only to be told by Verizon it was my phone and wanted to sell me a new phone $800. I switched to AT&T and my service is 100% fine didn't have to buy a new phone. I should have switched day one but the number porting would have been an issue without service. It took AT&T 4 hours to transfer due to Verizon's incompetent customer service. During this process I felt my health was compromised and that I could have a heart attack. The manager was so rude she should be fired!! read more

I upgraded my phone and my tech Christian was totally amazing. He was so helpful, informative and did not rush me at all. Often times the representatives rush you to make decisions and Christian was so nice to answer all my questions and get my new phone up and running and was super kind the entire time, as was Lisa as well. Thank you ! read more

Came here to activate a new phone I bought, and it took forever. The staff acted friendly, but just kept telling me that they'll get to me once an associate is free. When we walked in, there weren't that many customers and we saw quite a few employees just standing around chatting with each other. At one point (after waiting for over 20 minutes), some other customer walked in and didn't wait long to be helped. My boyfriend and I noticed that the staff is more willing to help if you're going in to buy a new phone and/or start a new contract. Since I just needed a free SIM card and a quick activation, they didn't bother helping me first. Once we were finally being helped, the process didn't take too long. I had to go to this location because typical retail stores couldn't activate my phone. Otherwise, I wouldn't bother coming back here again. read more

I was pretty skeptical coming to this store after seeing the ratings; however, I had an amazing experience! It just shows you that sometimes people only speak when they are not happy - hence the ratings. Prior to my visit to this store, I went to another Verizon store that didn't have any 256GB iPads, so I called this one. I spoke to Daniel (the store manager), who was very kind and helpful. When I asked about the iPads, he went to his stockroom to confirm he had them. I appreciated that, so I didn't have to waste my time. When I came in, he knew exactly who I was and appointed one of his associates, Miguel to help me. Miguel also turned out to be very kind, knowledgeable and helpful. I walked out happily with 3 new iPads! Thank you Daniel and Miguel for your help! You rock! read more

Verizon on Wilshire and 26th has an All-Star team when it comes to customer service. The customer service is exceptional. Lawrence, Diego, Micko, Gem, and Tyler are not only great communicator, they protect the brand image and support one another like family. I had the opportunity to work with Lawrence. Not only did I get me phone I needed, he saved me so much money and was a great listener. He worked so hard to get me the best deal and service and went the extra mile to set my phone up after the store was closed. Diego Micko and Gem stayed behind just to be extra support in case he needed help with anything else. Lawrence counted on his team multiple when trying to figure out solutions to help get me the best quality service. The best part about the experience was they all had a Great! attitude no one was worried about leaving or complaining about how long the process took they honestly wanted to see him succeed which, he did with his teams patience's and support. I love seeing how unified and diverse this team was with no ego! I really learned from them. Thank you Verizon All-Star team on 26th for your diligent and supportive customer service I will always come back. read more

Love this store. the folks working here are all so helpful and first rate. loved Edgar my Samsung specialist. And others who waited on me. and especially the manager Audi. Who couldn't be more helpful or nicer. He sets the tone. First rate, all around. And this included a return. read more

Kind of a weird experience. I asked the gentleman to please update my SIM card, as I got a new phone last weekend. After some back and forth, he actually refused to help me. He kept saying "if it's not broke, don't fix it." Also at the end of our interaction, he kept me for an extra 15 minutes and asked if there was "an agreement" we could come to for me to give him a fraudulent COVID vaccine card. I, of course, refused. But he continued to ask. This was a weird experience. And I didn't get what I came in and asked for. read more

I came to this Verizon store on my lunch break on 12/5/18, since it's near my job. When I walked in, no one really greeted me. I actually approached a Verizon sales associate myself. I let him know that I was mailed a replacement iPhone 7 & like my original iPhone 7, it was not working. Both phones seem to not be reading the SIM card. Ash, the VZN rep tells me (very nonchalantly) that it's a "none" issue with the 7's. At this point, I haven't had a phone for 4 days. So yes, I did expect a tiny bit of empathy. We don't have to boo hoo or anything, just kindly apologize for me having to drive to a second Verizon store for the SAME ISSUE. He then informs me that there's nothing he can do, that I have to call customer service. I'm kinda baffled at this point. Aren't you customer service. He says no, I have to call them. On what phone Ash, ON WHAT PHONE?! Many people, like myself only have cellphones. Why spend money on a landline. I leave Verizon with the same non working phone & head back to work with a bad taste in my mouth. Later I call Verizon Customer Service from work, & their system is down. REALLY?! They ask me to call back in a couple of hours. Just my luck right?! *insert side eye* read more

This is one of my favorite Verizon stores to go to. Not only is this location beautiful and clean, the team here that helped me were extremely knowledgeable and helpful (shout out to Jay and the general Manager Destiney). Majority of the negative reviews here are either outdated or folks with unreasonable expectations. But I get it, when it comes to retail - you can't please 'em all. Long review short, I would highly recommend this store and like the wise saying from the terminator - "I'll be back". read more

I'm so thankful that I'm part of a large VZW Business Account and I rarely have to go into a store to deal with phone issues. First, parking sucks here. Second the store itself just isnt organized well at all. In Los Angeles, there's just a lack of VZW retail stores. So the few that are around are always jam packed. Too many customers, too few associates (that are usually still in training) to provide assistance. I left after 15 minutes of waiting to get someone to help me. Wont be going back. Their business support over the phone is far superior. read more

As soon as the HTC One was released, I had to have it. I'd been waiting so long for this phone to be released. I walked into the store and was approached by a sales rep, I think his name was Jorge. I asked him about the different phones available (Motorolas, HTC One, Samsungs), what people had been saying about the phones (both positive and negative) and his opinion on which was the best. We also began discussing my plan and he let me know that there would be a new plan rolled out the following Tuesday where I'd be able to pay $30 for 6gb instead of 2gb. I mentioned that I was going on a trip the following weekend and needed the phone before then, and if he could expedite the shipping. He said no, and that I "should" get the phone by Friday. I decided against ordering the phone and seeing about this 6gb plan. Instead of going into the store, I rang Verizon Wireless Customer Service. Jonathan answered the phone and stated that the Jorge was "misinformed" and the plan that was discussed actually doesn't exist. If I ordered the phone today, I should get it in 2 days, but I may not get it until Friday. As I mentioned before, I am leaving on a trip this weekend and would have already had the phone had Jorge not told me about this imaginary 6gb plan. After hearing all of this, Jonathan said he would credit my account and overnight the phone to me. I asked him many questions about car chargers, cases, and screen protectors (as they have a bundle), and he gave excellent, well-researched advice. He even told me not to purchase a case since they didn't offer a great selection at this time. In addition, he looked up the credit value for my existing device. Jonathan went above and beyond to make sure I had all my questions answered, and even tried to find ways to help save me money. Don't bother going into this store unless you just want to look at and play with the phones. Aside from that, I'd strongly recommend calling Verizon Wireless Customer Service to be properly serviced by experienced and trained professionals. read more

This store took my phone for a trade in and either kept it or never sent it in. They told me they'd email a receipt which I never received and now I'm out $800. Don't trust these people. Mail your phone in and keep your tracking so Verizon can't screw you over. read more

Just wanted to give a shoutout regarding the fantastic customer service I experienced here. Rue and Juan were fantastic; polite, patient, kind, thorough, and helpful! Such a refreshing change compared to my former service provider. I highly recommend their services to you. read more

I am very disappointed and upset at the customer service here at the store. I am a brand new customer that set up a new line and purchased a new phone through an online agent. The agent told me I can drop my old phone here and the store employees would help me set up my new phone and port my tmobile number to my new verizon account. When I walked into the store all the employees were having a conversation doing nothing. I told them I came here to pick up my new phone. Some short Mexican guy with glasses went to the back to get it for me and said "here you go have a nice day" and was eager to going back to his coworkers conversation. I asked him "wait, aren't you going to help me set this phone up and port my phone number?" He said "yeah but I'll have to charge you 30 dollars, but you can do it yourself and call verizon customer service for free". I then asked "what about my old phone trade in? Can I drop it off here? He replied "no, you have to wait for the mail kit and mail it off". Coming from Tmobile, Tmobile helped me with everything free of charge when i was with them. My experience at Verizon so far, left a bad taste and I am second guessing staying with this company. read more

Thought I got such great service when I was there, then when I got home I realized the rep (Devin) added insurance to my plan without asking me, I guess just hoping I wouldn't notice?? Super upsetting and now becomes my issue to call cust service to have it removed. This is also FRAUDULENT. read more

I'm very impressed with this team. They are extremely helpful. I needed an upgrade and I wasn't sure what kind of phone I wanted but the rep assisted me in getting the best deal with iPhone. I had to order it but that's OK. read more

Literally the worst customer service! Whoever helped me should not work in customer service. I've always had a great experience with Verizon, but the worker at this store was the most unhelpful person ever. Now I know to never visit this location. read more

I've been a Verizon customer for nearly 20 years. I've been to a bunch of stores over the years. I've never really appreciated my experience in any of them, until now. I had a Droid 4 phone that I loved. However, after a software update, I couldn't keep a charge to save my life. So, in a fit of desperation and after much soul searching, I decided to go get a new phone. Walking into the Santa Monica location, I was immediately greeted by a manager and was put into the queue. Within minutes, I had a young man help me out. I explained to him my situation. He began to ask me questions about how I use my phone, what features I was looking for and non-negotiables. He showed me to a bank of phones that scared me. I've had a keyboard for several phones now. I was unsure of my ability to make the transition to a touchscreen phone. He pulled out his own phone and started showing me the features of a Samsung phone. Within minutes, I was convinced it was the phone for me. The gentleman not only got me a great deal on data, but he got me a discount on my service that I didn't even know I qualified for. He and trainee then set up my phone, installed a glass screen protector and showed me how to use features on my new phone. I left with a pretty good working knowledge of what I could do. At no time did I feel rushed. All of my questions were answered honestly. I ended up leaving thinking that I'd like to have this guy be one of my friends! The next day, I get a phone call from a manager. She asked me about my experience. I told her how completely satisfied I was with not only my phone but my experience. I told her that I would write a review here. I am just now getting around to it, but every word of this is true. I anticipated a horrible experience and ended up with a plan I can live with, a phone that is smarter than I am and a new place to do my phone business. read more

I just got a new I phone 12 from Verizon by nail easy to order and send back old one needed to hook up my sony headphones Popped in no no waiting. Rue hooked them up in under 5 min couldn't have been easier. He was fantastic I wish all my service needs were so quickly and well met Bravo Rue and Verizon read more

Most crooked company they are If Verizon phone and they have four lines they bill me for six line to rain I don't know if they are not honest they don't wanna fix the problems I'm trying to get out of the company and go Westy mobile alert cheaper better services and Verizon has a terrible Service always get disconnected I need to text Al to get him on the phone worst thing I ever done is to go is Verizon bunch of crooksDo you self a favor do not go with Verizon the more expensive than anybody else in there the worst people to deal with ever read more

The worst store and experience I have ever had with Verizon. The store associate Sonia is the ABSOLUTE WORST. I went in to buy an iPad for my nephew and she offered me this HUM device at no charge, saying they would waive the activation fee and the cost of the device on my next billing cycle. She also had to add an extra line to my account, which didn't seem like an issue initially. Of course I'm in my next billing cycle and nothing was reversed! I've called the store multiple times and went down there looking to speak with her and she was never around. I even spoke with two store managers and they said they would take care of the charges, but never did. As of today the charges are still there. I finally called the Verizon customer service line and they were able to resolve the issue, but then proceeded to tell me she locked me into a 2-year agreement with this HUM device that could only be cancelled with a $175 disconnect fee. She NEVER mentioned a 2-year agreement with this device or the cancellation fee. This has got to be illegal! The only assistance I got was from the 1-800 customer service line, who helped me reverse everything. If they had not helped me I would have cancelled my plan with Verizon altogether for false and misleading information, particularly from their staff in Santa Monica (on Wilshire Blvd). Please beware with this Verizon location! Sonia there seemed nice initially, but it was complete fraudulent and misleading behavior to get sales. So ridiculous and sad! read more

NEVER GO HERE and especially do NOT work with Sonia. Horrible sales rep, who I first met, was kind and quick - but turns out she's careless and haphazard with everything. Back in January, I turned my plan from post-paid to pre-paid which was a way to save money, and I was encouraged by Sonia to do so and I was assured I would not receive any fees from transferring my account over. A few days later I was hit with an ETF (early termination fee). I went back to the store in February to fix the issue. I saw Sonia ( who lied and said she was the manager at the time!!) and she gave a me a number to call to rectify the issue with verizon's financial services. After months of calling and getting the run around, emailing proof i didn't owe an ETF fee, and customer sales phone reps telling me all sorts of different methods to fix the issue. The amount rolled into collections!! Just went back to the store today, worked with two sales reps, and finally the real store manager and after 2hrs - there was nothing they could do. I'm stuck with a $300 bill that i was told I would never owe. So annoying and confusing and this could have ALL been avoided if Sonia had checked my account type back in January to ensure I would have NOT been hit with an ETF fee. I would have never changed my plan if I knew this would be the outcome. I received apologies from everyone EXCEPT Sonia, who was there in the store today, still denying any issue. Tapping me on the shoulder as if everything was fine. Don't touch me. Horrible person. Why is she still working there???? read more

I had an issue with my phone. It was wasn't working and it didn't charge. I was stressed out. So I go into Verizon, and they were so professional and helped me very quickly. My phone was fixed, luckily, because I can afford buying a new phone. They are the best store in LA! read more

Horrible and not helpful in anyway just pass off problem to someone else, don't waste your time

Sales people mislead you They give you wrong information in writing ... They are super nice to you till you sign up then when you question them about your bill they don't help you & they don't fix your problem. Do not go to this store & Do not enroll with Verizon Wireless. Jan 4, 2018 Update The Manager - David never called me back - Bad customer service & management I wonder if Verizon ever reads the reviews ?! read more

Terrible customer service. Overall this company is a scam. They tell you one price and end up leaving you with over a hundred dollars of charges on your next bill that you did not agree with or even KNOW OF. When asking why I wasn't told about these charges, the person at the branch rudely apologized and said "just call customer service and think of something to say to them and maybe they'll refund it." Extremely unprofessional and I am ashamed to be a paying customer. read more

Really seamless and easy experience which is super unexpected for a cell phone store. Rue was super helpful and I was in and out with a new phone ordered in 10 minutes. read more

DO NOT GO TO VERIZON ON 26 and wilshire. liar employees. will lie and make promises. then rack up your credit card. when you contest they say we don't honor verbal promises. bunch of crooks. had heard from other people not to go to Verizon. I did and now see they are fraudulent. I will file a lawsuit. I have 4 witness for what they promised. the clerk GABRIEL, who made promises. is hiding. managers are Ronot. stay away from this store. STAY AWAY FEOM VERIZON. Worst experience ever. but this is not the end. I will pursue legally. read more

There are so many 1 star reviews for this store that it's really almost unbelievable. This isn't just a review for the store either, but for Verizon as a whole. I'll just go ahead and quote Anna N. She posted a review on 10/4/2019 that describes part of my exact experience. "Anna N. 10/4/2019 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." If you can believe it, the above quote was only my partial experience. In-store and phone support reps show complete lack of empathy for the customer and the main issue is the amount of MISINFORMATION that is passed around throughout the company. It really is unbelievable. I've never experienced such poor customer service and lack of understanding from a customer rep. If you don't want to spend weeks resolving a simple issue, please avoid Verizon at all costs. It's not even worth saving $500 on a new iPhone. T-Mobile is the only way to go. read more

Javier and Rue were amazing!! They were very helpful considering that I had a terrible experience with David Connor at the Kinross location just before my experience with them. I brought donuts to the franchise because I am simply that grateful. Come here with all of your Verizon needs! :) read more

I came in for a promotional deal to upgrade to an iPhone 13. Worker Azhar LIED and told me that I qualified for a free Apple Watch, and throws this into the deal, never explaining to me that I will be charged for this. He never activates this watch nor instructs me that it needs to be activated on a new line or I will pay the $300 for it. So essentially I was scammed into buying a watch I never wanted. I made it abundantly clear that I only wanted to upgrade my phone. Charges me and only explains the fees for the IPHONE upgrade, never saying ANYTHING about the Apple Watch fees. Azhar needs to be fired - this is very wrong and deceitful behavior for an employee of Verizon. read more

I have to say that I'm not generally in the business of giving very poor ratings but this Verizon store has steadily descended into the worst customer service available. The staff is supremely entitled in disposition and does not have any respect for customer time. Several times I've tried to replace a phone and every time the representatives seem to be more concerned with following some script rather than actually providing service. Understanding that in this economy that employee quality is low, this Verizon store descends to a new level of inefficiency. Don't waste your time going to the store. read more

I called Verizon wireless on 1/7/21 to cancel service on two of my smartwatches. During the conversation, I was told that my two lines on my smartwatches would be canceled as requested. However, after ending my call, I received a notification that the representative had added Verizon cloud services at $19.99/mo to my bill without permission. I spent over 2-3 hours on the phone trying to correct this error regarding Verizon cloud serviced.. I kept receiving the run-around from customer service from one department to another. After finally speaking to someone, I also learned that the two lines that I had wanted to be canceled, were not! I became so frustrated with the entire experience, which struck me as being illegal, that I have now ported my line to another service. Now I am trying to receive credit for my January bill. Again I am receiving the runaround from Verizon customer service. I have spent an additional 2-3 hours on the phone today, being transferred from representative to representative. After 3 hours, my call with customer service was disconnected and I have not received any indication that I would be refunded at least the prorated remainder of my bill for January. read more

Terrible experience. Sales people misrepresented terms of the plan and switched me to a higher cost plan while promising a lower cost. Then added reconnect fees. Manager, Daniel, promised 2x to remove the reconnect fees but never did. Calling customer support was useless and nobody seems to care to help rectify this mess. I have tried to solve this by going to the store 4x and going through 611 --all empty promises to rectify and nothing done!!! read more

Everyone is very helpful at the store. I visited the store couple of time and entire team is always willing to help and go above and beyond to hell their customers Thank you Sanya , Ash , Destiny and the entire team for always being so helpful read more

Technical Specialist Azhar provided exceptional customer service and "saved the day" when my wife's Apple phone suddenly died two days before her departure for international travel. Containing all of her travel itinerary, contacts, hotel reservations, and airline flight and boarding information it was crucial to have a functional phone. Azhar immediately assisted in contacting Asurion who promised a "next day replacement phone" which unfortunately turned out to be "three days" before a replacement would be delivered. With less than fourteen hours from departure, Azhar worked with us and found a creative solution resulting in my wife leaving the Verizon store with ALL her critical travel information recovered to a new upgrade Apple phone in time for her early morning departure. Azhar structured cost for the new upgrade phone at a nominal increase. Empathetic to our crisis, Axhar clearly went above and well beyond normal customer service, but displayed keen personal effort to assist us, never abandoning us, but working creatively to find a positive solution. His personal commitment to truly provide the utmost in Verizon customer experience is appreciated and worthy of commendation. read more

This is the worst Verizon ever. The employees are extremely rude and it takes FOREVER for them to complete any task .

I've had two experiences at this store, one was wonderful the other not at all. The first experience was when I switched over to Verizon from Metro. The man who helped me was very nice and courteous. Very helpful, and very attentive. The second experience was not so great. My mom wanted to switch to Verizon also from Metro PCS and the man helping her wasn't helpful at all, I wonder if he really doesn't like his job. He said he couldn't show her the iPhone X in silver because he said the store didn't do that. I was confused because when I went to Verizon before, the other man who helped me showed me every iPhone in the lineup no problems. This isn't about Verizon as a company because they're a good company, it's about the representatives. The people who work at Verizon or any other store should be willing to provide as much information as possible and if they can't help, please direct us to anyone who can. Call other stores if need be, do whatever it takes to ensure the customer has what they need. My mom and I left not knowing all the information. I give this review 3/5 because it wasn't entirely bad, but not perfect either. read more