Awful store. Never helpful. This is the third time I've tried to get help at this location over the last several years. Avoid this location. If you want a new iPhone you can not look at them in person. You have to buy them based off of pictures online. Make an appt a few days out otherwise you'll wait outside in the heat for 15 mins until someone finally pokes their head out and says nothing they can do. I understand covid precautions but there was no one in the store. Time to say goodbye to Verizon. read more

I went to this store at 10:00 am to exchange my Iphone13 Pro into Iphone 13 Pro Max. The Iohone 13 Pro was sent to me by mistake by Verizon. I called Verizon the night before and was advised by the customer service to go to this branch since they still have 2 units of IPhone Pro Max available. As I enter the store, Sales Agent Chris helped me to process the exchange and he asked me for my phone number and information. While Chris was doing the exchange, the Sales Manager butt in and informed me that I have to pay a restocking fee of $50.00. Sales Agent Chris said that I don't have to be charged a restocking fee since it was Verizon's mistake. Manager Mark rudely ask Agent Chris to leave and he will take over the transaction. Sales manager Mark said that I should be charged $50.00 since I opened the box. I asked the manager to show me their policy about "restocking fee due to an open box" Manager took that piece of paper from the box of the Iphone 13 Pro stating about the restocking fee of $50.00 but the reason of open box is not specifically stated. Mark said that I should be paying $50.00 under any circumstances. Since the agent from the previous night said that I should not worry about the fee, I agreed to pay it knowing that I will be credited for the same amount later on. I told him to bill it to my account and he demanded that I should pay it outright which i refused. I told him that i will be calling Customer Service while in the store to settle the issue. As I was waiting for the Customer Service to answer, Mark abruptly returned the box of my Iphone 13 Pro where I am sitting and made a gesture that he will not be continuing the exchange process. This infuriated me and made a comment that Mark is " being a jack ass". I was specific when I told him that I need to resolve the issue of the restocking fee with the Verizon Customer Service. Manager Mark then asked me to leave the store and he said that he will not be helping me anymore and to go some place else. I refused to leave the store until I talk to the Verizon Customer Service. While I was on hold with Verizon CS , Mark repeatedly ask me to leave the store and do my phone transaction outside. ( I have a video tape of this). He called 911 because I refused to leave the store. I finally got hold of somebody from Verizon Customer Service and I think it was Liza (unsure of the name) and I informed Liza about the situation. Liza wrote all the details of the incident and asked me to hand the phone to Manager Mark. Mark refused to touch my phone because he said "there is COVID". I put the phone on speaker instead and Liza advised Manager Mark to just "let us move forward and do the exchange" and Liza informed Mark that the restocking fee is waived. Manager Mark rudely replied to Verizon Agent Liza that he will not be helping me and that I need to leave the store. Liza feels apologetic about the situation and she just advised to go to a different store. This was really inconvenient for me since I drove all the way Burbank to Sherman Oaks just to be treated this way by Manager Mark who obviously lacks customer service skills. His refusal to have a resolution to this very minor problem is a bad reflection to the image of Verizon. He has this attitude of "it is his way or go highway". He seem to be less knowledgeable of Verizon's policies than his subordinates. I regret that Agent Chris did not stand up by what he knows for fear of losing his job. Finally, I decided to leave the store. Just in time, the police arrived and I explained to them the situation. They do understand and gave me his business card and they left. The police did not even bother to talk to Manager Mark. Up to this time, I can not believe that Manager Mark have to amplify to the point of calling the police on me instead of resolving the issue as what Verizon CS agent Liza have instructed him to do, Mark decided to stick to his guns. This is not isolated case and there has been a lot of complaint about the store. Verizon corporate office need to do something about this specifically the store manager Mark. I was really aghast by the way I was treated. I felt like I was treated like a criminal when the only reason I was there is to exchange the wrong device that Verizon delivered to me. I am contemplating of moving to another service provider but I am having second thoughts since the reason may be judt because of improperly trained manager like Mark. I will make sure this incident gets elevated to Corporate Office of Verizon. THIS IS NOT RIGHT AND NO VERIZON CUSTOMER DESERVES TO BE TREATED THIS WAY. read more

I can't say enough about MIKE at this Verizon store. He was so helpful, knowledgeable, patient and most of all HONEST. This was easily the best experience I have ever had at a Verizon store and I will continue to do business with Mike as long as he's there. I can't recommend him enough. read more

I'm giving a 5-star rating to Jonathan, who exemplifies Verizon's top-rated customer service. If you must come to this store, ask for Jonathan. Without Jonathan, I would have given the entire store 0 star due to the emloyees' attitude issues. Particularly, Marcelo did not only have an attitude, but he's so incompetent beyond imagination and comprehension. I came to the store to get help with 1) transfering data from the old phone to the new phone, 2) activating the new phone, 3) trading in the old phone, and 4) online redemption of Samsung promotion. Marcelo initially told me that the store did not have a machine to transfer data. It turned out that he did not know of an application that could do that. After almost 2 hours, the data transfer was complete, but Marcelo dissappeared. After asking someone to go look for him, and waiting for another 30 minutes, he reappeared to process a trade-in. I then asked him for help with some features on the new Samsung Note 8. He appeared very impatient, saying he did not know, and that he used iPhone. I asked Marcelo to help me with the online registration, and redemption of Samsung promotion. He refused to help, citing his manager Mark said it's not a Verizon- related issue. On the way home, I tried to make a call, but it did not go through. Instead, I heard a Verizon automated voice message, asking me to contact Verizon. Your guess is right! Marcelo failed to activate my phone. With much reluctance, he could only manage to do 2 out of 4 things, because of his incompetence, and his obsession of watching the Patriots and Tom Brady playing on TV. (He's even wearing a Brady t-shirt.) The happy ending was when I returned to the store to activate the phone, Jonathan was able to help me with the all things left undone by Marcelo. Additionally, Jonathan helped me select and purchase some accessories as well. Thank you Jonathan for the excellent service. read more

Simply the worst customer service everrrr I never had Verizon but I decided to change my line from t-mobile to Verizon due to some connection issues that had in some places But I had the worst experienced at this location due to lack of knowledge and not be able to provide proper information before actually import my number from Tmobile to Verizon! I had a Tmobile iPhone 6, which happened be be a locked phone, which I did not know!! So the guy who helped me, did not even asked if my phone is unlocked or not, instead he just imported my line to Verizon and when he put the SIM card it was not working! Basically he said sorry you need to go unlock ur phone then you will be able to use it So I called Tmobile so many times and spent hours on the phone with them, but they chose not to help me because I was not their customer anymore since my number was ported from their system!! So I ended up going to a 3rd party and pay 175 to unlock my phone for something that I could have done for free with Tmobile if they guy at Verizon store would have told me you need to call Tmobile to unlock ur phone first then come back to do the import process! So after the unlock was done properly, the SIM card for Verizon still did not work in my phone! I went to Apple Store to get some help! I was told in Apple Store, that I'm not able to use my iPhone 6 with Verizon even tho if it's an unlock phone!!!!!!!! How would anyone feel at this point???? Those are some simple questions that they should knew to ask so I don't go through this hell of a process!!!!! So I imported my line to ATT No recommend anyone to go to this store, they are just horrible at handing situation!!! Because they basically told me sorry about that call 611 Bullshittt!!! I Wish I could give 0 star!! Even 1star is tooooooo much for this place!!!!!! read more

Horrible service. Checked in and waited to be help. Once being help the man helping us said he would be right back and then ended up helping another costumer. After waiting we walked out. Came in to get 2 phones and left with nothing. I will not be back here. read more

Stay away from this store it's like buying a used car from a swindler. My daughter purchased an new iPhone and less than 30 days later the phone stopped working. They have a 14 day return policy and that's it your on your own after that. If you are going to purchase an iPhone got to the Apple Store or you to will be left out in the cold like my 12 year old daughter. Big company with no heart for you the client. read more

Bad customer service no professional workers, Long waiting time, if you wanna quality service you should not go there

Mike N. was extremely helpful when I purchased my new phone. Everything was explained so well. I'll be going back to him for future purchases. read more

Worst customer service ever. If you are Verizon member, I suggest using a different store. They all need remedial training in CUSTOMER SERVICE! read more

Never have I EVER experienced such great hospitality at a business especially considering we live in Los Angeles where everyone is supposed to cater to you. I came into the store and was in a horrible mood after a long shift at work, and having some problems with my phone. Jason had me taken care of within a matter of minutes. His warm and kind personality left me walking out of the store with a smile and in much better spirits. Verizon will ALWAYS have my business thanks to Jason. I will recommend all of my clients as well as friends to come into this store. Thanks Jason. read more

The sales rep Michael/Mike was so helpful and patient. He went above and beyond to make sure my experience was efficient and pleasant. If you go to this store and you aren't a difficult person, definitely ask for Mike. read more

Worst costumer service. They pick and chose who they want to help. Having attitude is so to say the least of my problems because the manager doesn't seem to be doing his job to allow all the employees to behave so rude and care free. read more

JACOB & MARIO! I have not been in the sherman oaks verizon store for over 4 years! reason why I really disliked the experience that I had 4 years ago but I had no choice today but to visit the NEWly located verizon store in sherman oaks. I really prepared myself for a lot of drama and heartache, but to my wonderful surprise it was completely the opposite! - I was greeted by Jacob at the door to be honest it was a genuine Hello not full of sales BS. I needed help with my new Iphone he asked me what the issue was I told him and he immediately had an answer of how I can be HELPED with the new Verizon instore help desk set up. I might add the new store is super welcoming and quite comfortable. I made an appointment with Jacob for an hour later. Upon my return the store was packed I had to wait a little bit but it was no big deal because the greeter made sure to keep in contact with me! um that never happens! THEN I met Mario!!! now I had super duper big issues with my phone etc - Mario spent 2 hours with me helping me understand what the issues were with my phone etc... he took the time to explain to me how to do things better - he was patient, informative, looked at my account and showed me how I could save money with the plan that I had, how to bundle things to make it more beneficial to my family, he showed me new products that would work for me, insurance etc.... I dislike going into Verizon or even speaking to them on the phone, but after this wonderful experience these 2 employees Jacob and Mario changed my mind. Personally, now I will probably go into the store from now on. BTW - I was not the only one in the store that was having a good experience. THANK YOU JACOB AND MARIO! read more

Felt like we were an inconvenience to the person helping us. He was also very condescending to my wife and I.

Went in with my partner and we were told that we were eligible for $700 off the iPhone .Done deal. That we would see the adjustments on our bill deducting the $700. in a few months. Anthony was very nice and eager to wrap up this deal even saying he would double check with the manager to make sure we were eligible. Now 2 months later after the fact we are being told we were not eligible for this promotion?! So Anthony and manager approve it and assure us it's all good and now the store is saying well we made a mistake and you have to pay for our mistake. We would not have purchased the iPhone had it not been for the deal! The deal is what made our decision to buy. Verizon owes us $700. for the deal they made with us on the date of purchase and they need to honor the deals they make with their customers. It doesn't matter how nice they are when purchasing. It's a different story later when you never see the credit or adjustment as promised. Verizon needs to take a look at all these similar complaints and give the customers the credit immediately. This is terrible service when a companies employee tells the customers they are getting a great price and sell the curomer the iPhone saying the credits will appear soon. The manager approved it! The employees are misinformed and now we have to pay for that? They are responsible for this deal and they can afford to make this right more then the average customer can afford it! read more

The WORST retail customer service experience I think I've ever had. Ever. At a Verizon corporate store at 14141 Ventura Blvd. in Sherman Oaks. Too detailed to run down here and you wouldn't believe it if I did. But the "manager" (which is what he called himself), "Victor" (If that's his real name) has no problem-solving skills, no managerial skills, and couldn't reason his way out of a paper bag. I was upsold the second I walked in, quoted the wrong price (too high) for the phone I wanted, and was then blamed for the mistake. Nothing but circular reasoning, denials and excuses from both the rep and "Victor", who called to harass me *after* I had left the store and was on my way home. DO NOT do any retail business at that store!!! read more

My husband walked in and checked in, they said 15-20 min wait. He asked if he can go eat next door and come back, the sales associate said of course. Not knowing that it we got taken off the list for some odd reason. I am on crutches and 2 sales associates were standing in front of the door looking at me and didn't even bother helping me open the door. All that we needed was to change the charge cord that is damaged which does not need so much waiting time and 5 associates were just bored out of their mind not doing jack sh.. read more

Wow, terrible customer service! we went to upgrade two phones and we placed our names on the list. They said we were the 4th ones on the list. There were 2 customers at the register and 2 other ones waiting for a representative. We don't mind the wait as long as everyone is working and busy, but there were 2 and at times 3 employees at the front just hanging out and talking. My husband looked at the que and we were next on the list, but still no one was helping us. We kept staring at them like "Hello, do you not see us waiting here for help!?!" We were so upset with the lack of customer service we left and went to the Verizon Wireless down the street by Ventura and Louise. The difference in customer service was like night and day! read more

Went in with a phone that wasn't charging. Michael took a look, cleaned it out, showed me that all was well. Walked in, was helped and walked out within 5 minutes. GREAT customer service. read more

Well.. Got into a yelling argument with the manager because I would not go for a "deal" he was forcing on me.

Can I give negative 5 starts? These guys are horrible and the manager there should be fired. I called last week and asked Diego if they had a 64gb iPhone 4s in white and he said yes, so I went to the store. When I got there, of course, it turns out he lied and they didn't have it in stock. Lie #1. While I was at the store he kept trying to upsell me accessories. I understand that that's his job, but stop asking when I say no the first 2 times. He then ordered me one (it was Friday) and said I'd get it on Monday. The phone didn't come until Wednesday. Lie #2. I bring the iPhone to the store to get activated and tells me he'll give me a gift card for my old iPhone. He tells me it's a Visa gift card. I say yes and brings be a Verizon gift card only good for Verizon goods. Lie #3. Finally he tells me my phone is good to go. I take it home, try to call someone and it doesn't work. Lie #4. It's now 17 hours later and my phone still doesn't work. read more

I wanted to update my review since visiting the new location for the first time today. First of all, I want to start off by saying that the new location itself is WAY better because it is more spacious, nicer, and there is plenty of free parking provided in the back. With that being said, the real reason for this review was to praise Robert for his exceptional help today. I've been having a lot of issues with my phone lately and he assured me that if the problems couldn't be resolved by resetting my network, they would gladly replace the phone for me. There was no hassle at all and I appreciated his willingness to provide such great customer service. The manager, Jarod, was awesome as well and very helpful. It's nice to see that a corporate company has such caring people working for it. Thanks guys. Will definitely be back for all my cell phone needs/concerns. read more

Just went in to upgrade one of my phones and Jeff helped me out. He was super sweet and took care of me right away! There was a lot of people in the store, but no wait! A dream come true, lol. I upgraded my daughters phone and he was super helpful for the set up and meticulously placed the screen protector (which is a true talent, I've yet to master putting on a screen protector without millions of specs of dust). Thanks Verizon in Sherman Oaks, you guys rock! read more

I knew it was time to switch to Verizon from my super cheap (small network) carriers from the past. I did research on the main Verizon website and another Verizon store (with which I was not impressed) , even with advanced research, Michael got me more than I expected and for far less! He did this by being patient, asking probing questions that drew out my real intentions and desires for two lines. With that information, Michael proved to be an adept. Providing unparalleled service and expertise. While Michael was porting over my lines, Nate was great in showing me the various dimensions of Verizon that I didn't know. The whole crew at that store was fun, up beat, intelligent, and there with my best interest in mind. Again, I wish to feature Michael because at NO TIME did I feel he was trying to "up-sell" me. On the contrary, he worked very, very hard to be efficient with my budget on two lines. In Sherman Oaks, they do things right. Go there and be satisfied. read more

Every time I go to this location the customer service is horrible. I went there again today and I was pushed to the back of the line because I have a return. The manager's attitude was horrible. The employees are so extremely arrogant. Don't go to this location. They told me that I could not buy a phone at full retail because I was not upgrading. They tried to bully me. I called corporate and complained. Corporate told me that they cannot refuse to sell me a phone at full retail. read more

They manipulated my mom into buying a dumb phone for 160+ and locked her into a plan she didn't need. She doesn't know anything about technology so she was easily conned. The damn phone is only worth 40 bucks, why are they ripping her off in her vulnerable state? She became a fucking widow recently after all. read more

This place has the worst customer service I've ever experienced. I waited for over an hour to be helped, being skipped over twice to be helped. My five minute fix took over an hour be resolved. I understand the times get busy near the holidays but maybe you need to bring more people on staff. Mario helped me when I finally got called up and he was very professional and helpful. He provided excellent service and helped a ton. If I have any other option, I will never be returning to this store. read more

I seriously wish I could zero Stars- this Verizon Wireless location is THE WORST. They will not do anything to go out of their way to help you out at all or solve any problems you have. I was at first pleasantly surprised by how there was only one person in the store so I could be helped as soon as I walked in but the sales rep was so uninformed and unhelpful that I literally stormed out of the store and drove 30 minutes to another Verizon wireless location where they were extremely helpful able to fulfill my request in under 30 minutes. Do NOT waste your time at this location, go somewhere else even if you have to wait or if it's out of the way. They have no idea how to treat their customers. read more

We have now been waiting for over 30 minutes for someone to come help us get new phones. Store is mostly empty. Horrible services.

I decided to visit this store to check out the iPads. Get to the store, find the iPads, and realize that the MiFi unit is dead (batteries drained out). Now bear in mind that I was the only customer in the store and there were 5 members of staff just tinkering about. I approach one member and ask him to help me out. He tells me he will get someone to help me out. Five minutes later, I'm still waiting for someone to help me. By now I decide to forget about it and leave. As I walk out the door, a member of staff comes out into the street and tells me that he can help me. I tell him no thanks, and next time try helping a customer when they need help. Rather than chatting with your co-worker about some reality show on TV last night. The store manager needs to pull his finger out and show his staff how to do their jobs!! No wonder the store was dead. Not very good customer service at all. read more

Worst customer service. I walked in to this location to ask a simple question regarding their new plans only to be told by the idiot greeting individuals that I had to wait 1.5 hours. Another individual came right after me who was not a Verizon customer and he was told it will be 10 minutes. Discriminatory conduct at its finest. I will send a formal complaint to corporate on this one. read more

I came in to purchase the Samsung Galaxy S4. Otto is the gentleman that helped me. I was taken back by the professionalism and phenomenal customer service that I was provided. I ended up spending about an hour there for the whole process but it didn't even feel that long due to my experience. I was a long time iphone user and he explained the differences between the phones and made me feel at ease. I was truly blessed to be services by him because I felt that the other employees in the store weren't as knowledgable or just didn't care enough. I'm very happy with my purchase and will be going back there to see Otto anytime I need anything for Verizon. read more

This is the worst store ever. We came in with valid gift cards but were told that they could not process them. Kept us waiting for two hi s and situation was not resolved. Stay away. Go to att. read more

Pretty much the last place you ever want to be. I bought an expensive phone with an expensive warranty plan. The phone was defective, it had software failure within 6 months of purchase. I brought the phone in and they told me that they'd send me a new one, and that I would receive it 2 - 3 business days. A phoneless week later, I still hadn't gotten it. I went back to the store to see what was up, and they just put me on the phone with their customer care line. They told me that the order was never placed, and that I'd receive a new phone in another week. What a screw job, thanks guys! All the employees of this particular location are unapologetically dumb, lazy and ugly. I hope it burns down. read more

I had to stop by this location because it was the closest to the office. Much like the previous comments, the wait was ridiculous. I was one of the first few to enter the store and I still ended up waiting for about 30 minutes. The staff seemed relatively young and once they got to your name, they were somewhat helpful. I have to add that on the one occasion that I went, there was a male celebrity waiting in the mix - good looking fellow. Anyway, the sales rep that was assisting me was so consumed by the fact that he was in the store that she ended up sending me home with a phone that wasn't activated. After all that waiting, I ended having to call *611 on my way home from another phone just to get mine activated. Oh yeah, I was greeted as soon as I had walked into the store by a rep. The only problem was that she insisted on helping me type my name into their computer system - not sure why, but that annoyed me. read more

Ugh is the first word that comes to mind. They got 1 star because I had to leave one. Not only is there always the longest wait but the sales people are the least helpful ever. I recently had a problem with my blackberry and asked to speak with a manager. The woman was so unhelpful, my charger was defective and still under warranty..she was so smug and wouldn't give me a new charger (that I was previously promised by another sales associate). I left the store and called Verizon customer care and they immediately sent me a new charger. I'm done with this location, it's just a waste of time and energy! read more

hmmm... There was no one in the store, but quiet few workers... why do I need to sign in my name first of all... Yes, then I waited, wasn't sure why they were all busy when there were only 2 customers. Whatever... Then I just want to purchase a phone at full retail price because I already know I am not allegeable for upgrade, but I really wanted the new phone. First, the guy who helped me had no idea what phone I am talking about even though it's the launch date that day!!! 2nd, I called the store half an hour ago before I got there to make sure they have the phone, confirmed they had 9 in stock. But He at the spot told me they don't carry that phone even though he has no idea which phone I was talking about 3rd, he pretend to go to the back-room to check for me with his manager, he came out and told me it's all sold out. Later I realize the manager was not even in the back-room since he was standing by other computer. The only reason I know that is because I asked to speak to the manager. 4th, the manager was trying to cover his employee, and told me all the phones are sold out. After I explained and showed him on my phone, their store number that I called, I was informed there were 9 phones left. I actually guess the number, but the manager changed his words by saying " We have 9 pre-ordered phone".. hmmm... because I mentioned 9, he didn't have to follow my number, it's was 7, so dahhhhHHH... liers!!! After all that they refuse to even sell me the phone. All I wanted is to buy the phone but they said they can't just sell me the phone. Not even all those above, I was just shocked at the customer service and lack of knowledge at this store, I am not point out other verizon stores because I have been verizon customer for quiet few years. I wil never go to this particular store, not with employees like that. SHAME!!!! read more

I had to replace my phone due to water damage. Bobby F helped me with my purchase. He could not have been more helpful, knowledgeable, patient, kind, efficient, attentive and just overall AWESOME!! He seriously deserves a big fat raise and promotion!! Thank you Bobby. Verizon is lucky to have you as an employee!!!!!!!!!!!! read more

Do yourself a favor and avoid going to this specific store. In my opinion is the worst store in the country. They are trying to sell you the most expensive phones they have. They have almost no knowledge about the devices and their notion of customer service doesn't exist. Management is very rude and they act like they own the store. In other words, avoid going to this location by any means. read more