Worst customer service ever from all aspects of Verizon. Today I ordered Verizon Home Phone from sales rep Cornelia over the phone. She couldn't wait to be done with me. I went to the Simi Valley store to pick it up at 7:30 pm. They were already closed, even though they were supposed to be open until 8:00 pm. Spent hours on the Verizon Chat (because of course you can't reach a real person) repeating my story 4 times. They said they couldn't change the delivery. Then tried to cancel the order-they couldn't do that either. Horrible customer service. I'm going to Spectrum. read more

Went into the Verizon at Simi Torn center. Was greeted my Mario Vega. This employee is topnotch. Answer all my questions and set me up with the best plan I was upgrading too . read more

I have been with Verizon for a month probably, and it's been a negative experience so far. First, I don't have any service at home. Second, I called customer service to upgrade device as I shattered my iPhones screen. I Went to this store, wait was about 30 minutes, odd but okay. Then a customer stormed off pissed saying, "thanks for shitty service. Then another stormed off saying, "you are an idiot" to the same representative. I was the lucky one who got the same rep. I explained my issue and he told me to call customer service! I said they told me to come here, he said the information is available on your app, and I pretty much ordered the phone myself without getting my questions answered. I repeated my question 3 times. I am considering canceling and going back to AT&T. I was with them since 2005! Yep time to go back. read more

I needed help recovering data from my broken phone. Eric was the technician helping me. Even though he could not get the info due to severe damage to my old phone...he tried very hard! He was so kind. The lost info was very important to me and he was just so kind and understanding. It meant a lot to me that he tried so hard. A really good guy. read more

Esteban was absolutely disrespectful I've been with Verizon for 7 years I went to go in an ask about upgrading my phone he rolled his eyes and gave me a huge attitude at the end of the day if your not going to be nice, be professional, as a manger I expect more. He was speaking to other customers the same. Had to go to another location made me feel so uncomfortable and disrespected. read more

Horrible customer service received at this location today December 18, 2022. I purchased a phone back in November and that order got lost in what Verizon referred to as "a glitch". No one at Verizon called. No one at Verizon apologized. No one at Verizon seemed to care. No one at Verizon offered any support. Do not shop at this location. Considering a switch to another carrier that is willing to help correct a customer service problem created by their system. Horrible! read more

Do not come here, go to the Verizon in the Simi Town Center. Your employees did not know how to handle my issue and told me that I should go home and call customer service (i made an appointment). Then the manager came out and told them to call the customer service for me so I didn't have to wait since it was a warranty issue. As soon as the manager left they started talking trash in front of the customers in the store "yeah we all have the same pin to the safe because this company is so lazy" another employee chimed in "I'm off the clock I don't want to be here". They said hello to everyone that came in and then ignored them for 10 minutes. All the while telling every single person that came in - 'sorry we can do anything about' every issue that was raised. They never offered an alternative. One little old lady came in, showing them she couldn't send text messages. An error message would pop on screen. The employee looked at it and gave it back to her saying there was nothing they could do and sent her on her way. No help, no working with her to find a new phone, no call to support. All the while I'm on the phone with customer service by myself. They just ignored me and pushed me out of the way. No one in that store wanted to help anyone, no customer services skills, everyone was bored and wanted you to know that WE were inconveniences. I am absolutely floored at how terrible this experience was. read more

Edgar provided satisfactory assistance, but he mostly pushed expensive accessories only, limiting our choices. We wanted three things but bought only one because we found better prices elsewhere, including online. Additionally, another customer's had ID challenges while getting a new line made things chaotic, making us wait for our turn in the middle of our transaction while two employees had to help one other customer in this endeavor. Adding or upgrading a line is time consuming every time you walk into a brick and mortar Verizon store. So, we put off adding a new line for now. Bottom-line: What I have noticed in these last few years is that Verizon feels more like a used car dealership, always charging fees for everything, even for upgrading--a bit unfair, right? It's like they don't care about our loyalty. If we don't want to spend big on expensive accessories, why not offer lower budgeted accessories that do the same thing? Should it not be our choice? Well, its NOT!! We felt like walking wallets to them, and that's not cool. No more of that! read more

I went to the store to set up a new service and they claimed Verizon didn't provide it and gave me the name of a competitor! When I showed them the Verizon webpage advertising it they shrugged and said I would have to set it up online. I literally sat in my car, outside of the store, and set it up myself. I had gone to the store so I could cancel a similar service that would make this redundant. Now I have to call Verizon to do that. They had no desire to help me, it wasn't even busy they just couldn't be bothered. I see no reason to ever go back to that store. read more

Purchased two new IPhones. One for me one for my dad. I specifically asked if my dad could go back the next day to get with activation, and they said yes. My dad showed up straight from work. He waited 3 HOURS, only to be told they don't help with activation. He then said he wanted to purchase an otter box and they refused to sell it to him. ??? read more

This is possibly the worst Verizon store I've been to yet in the past 8 years of service that I have had with Verizon. The representatives are inattentive, careless, and the total opposite of what costumer service is suppose to be about! I don't recommend coming in this Verizon store if you need any help. They seem to be more worried about clocking out than clocking in to help costumers. read more

Edgar was really helpful, he explained my family plan really good and help us to add a new line!

Zero star, bad services, rude employees, they dont like their job, its better dealing with customer sevice by phone i know its longer wait but whats the point driving there just to tell you back home and call customer service with all that attitude. read more

Fantastic Service. Everyone care about you!! I haven't been a retail establishment that really does absolutely anything to assure the customer has every and more than they ever thought possible. And every single question I had was answered in a way that made it easy for me to understand. I was treated like I was the only customer they have!! Way to go!! read more

My sister went into the store after not receiving her upgrade phone. I had spoken with multiple customer service agents regarding picking up the phone in the store, and I was assured she could. However, when she got to the store, the rep in the store refused to help her. He wouldn't look up our account, didn't even ask her name, and spoke to her in a very dismissive tone with one word answers. I sent her screenshots of confirmation that she could get the phone in the store, which I had after talking on the phone and through chat with multiple reps over the course of two days. He wouldn't even look at the screenshots. No one answered the phone for the customer service rep(s) who were calling, with whom I was also on the line. He briefly talked to me when my sister first got there and confirmed there were 2 phones available in the inventory, just as the customer service rep had confirmed. Then later he told my sister there were no phones in stock. He also told me to "chill out" or "calm down." I honestly can't remember which, but it was totally inappropriate. I wasn't yelling or cursing but I was angry because I had talked to customer service for 10 hours already, and he couldn't even be bothered to pull up the account to see the notes or answer the phone for customer service. He told my sister to call "661." She didn't know what that was. And why would she? It is supposed to be "*611." He wouldn't tell her what it was and talked down to her, mocking her that she didn't know what it was - despite it being literally nothing. She dialed it, and, of course, nothing went through. She showed him her phone and that what she dialed connected to nothing, and he still did not see his error. He put her on a phone in the store with customer service but wouldn't talk to the customer service rep, and he wouldn't even give my sister the location code of the store when she asked. He was not helping any other customers. Why is he even there? What is his purpose if he won't help customers, look at their accounts, and doesn't even know the number to customer care? We will do all we can to avoid ever having to deal with this store again. What a disgusting display of disrespect and poor customer service. read more

This is the worst run Verizon of them all avoid at all costs. I got two new phones and tried to change our plans to the often advertised unlimited data plans, but the chicanery and skullduggery that followed didn't allow us to get remotely near a solution. We were lucky to get outta there with our phones. The person helping us, if you want to call it that seemed to be in a hurry and tired to rush us off. I had to all twice for an itemized receipt after noticing the monthly due was more than we were quoted. Turns out I was unwillingly signed up for the unnecessary and useless insurance on both of my phones. That guy needs to be fired immediately! Screw this place. You would think I can remove the insurance right then and there, but no, I have to call Verizon to do it. Thanks for nothing and the inconvenience. Here's a rule for you Verizon, no one wants your insurance. Is Verizon the Wells Fargo of the cellphone world? Only time will tell. I had to go to Burbank to get an unlimited plan that worked for us and fix this locations wrong. Not sure if this store's non-existent management is to blame or the greedy employee himself. Do yourself a favor and go somewhere else, anywhere else. read more

EDIT 5/11: I was very upset that I was being sent to the same store a fourth time, knowing I'd be sent away disappointed again. WELL, JORGE definitely blew me away with his customer service. He has been working with me to try to figure everything out from the start. I appreciate his time, effort, and patience with me. This guy deserves a raise, or better yet, a promotion!!! After searching for a phantom phone that I had purchased for four days straight, we were able to fix the issues on my account and he got me my brand new phone. I am very satisfied with my purchase as well as service I received from Jorge. He definitely saved this 1 star review. He went above and beyond to make sure I left happy and with some new accessories he applied to my phone for me!!! THANK YOU, JORGE! -- I am usually not a diva about things like this, but after receiving EXCELLENT customer service from Manager Jorge, I was COMPLETELY disgusted in the service I received from representative CHRIS. I came back a third time after fighting with Verizon THREE days straight over picking up my phone. I only dealt with Jorge up until this third time. Jorge was very respectful and patient with me even though I was very upset the first time I was there. After getting the final approval for my order, I rushed 45 minutes all the way back to this store to pick up my order before closing. I was greeted by Chris, whom I had ask if I could come in because I was visibly freezing in the 60 degree weather wearing shorts (I have cold urticaria). He REFUSED to let me in. I had an appointment just an hour prior, but had left thinking they couldn't help me. He still told me that I couldn't come in. Then, after being told I had no order to pick up, I called the Fraud department to confirm the order was approved. Chris was unnecessarily RUDE and disrespectful to the representative on the phone, cutting him off and rudely repeating himself. Then he made a statement ending with "SINCE YOU WANT TO BE SMART WITH ME" when the representative on the phone was SIMPLY GIVING HIM THE INFORMATION HE WAS ASKING FOR RESPECTFULLY. He even told the representative that he has done his job before and he knows what hes talking about and there's nothing the representative on the phone can say to fix the situation. I could not believe what I was hearing, especially after everything I had already been through with them. I'd also like to note that Chris couldn't even MAKE EYE CONTACT with me, HE was the one being smart with US, and I was VISIBLY upset and every time the conversation ended with him, he'd turn around and make a joke to the security guard. I felt extremely disrespected and disgusted that he was not taking me or this situation seriously. I am very glad that I got most of this conversation recorded, because I am reporting him to corporate for this disturbing experience. Unbelievable. read more

Not very happy with Verizon!! We transferred from Sprint to Verizon and took our phones with us and we were told that because we switched to Verizon and are porting our numbers we can each get a rebate, which we should get by June 19 th. We got the rebate paperwork and turned it in, April 30 th, I called them yesterday and they told me it would take up to 10 weeks to get the rebate. I got an email today saying there was a problem processing our rebates. So I contacted Verizon, they said because we brought our phone with us and are paying for it monthly we don't get the rebate!! So Verizon lied to us!! very, very unhappy with Verizon!!! read more

Conrad was super helpful, and made our visit the best ever experience at a cellular store. Highly recommend this location above other ones

The hours are wrong showed up at 7:15. They say they're open until eight. Everything's locked up and closed. Verizon has gone really downhill as an overall provider and service. They changed my bill every month and give me products that are useless for my house. read more

At the Simi Valley store, I noticed the sales folks rather stay glued to their devices, they seem to not pay attention on whether customers are waiting outside (customers cannot go into the store due to Covid restrictions). In any event, I found their customer service to be not good, the sales people come across as being unfriendly and sort of arrogant. I think they are banking on the VZ name and that they don't need to put in any effort. Word for the sales people, you folks are in the customer service industry, at least act like you care. Given my experience, I am sure many potential customer have walked away than deal with this nonsense. I sure did. read more

My wife came into this store looking to upgrade her phone and plan, the employee working there just reffered her to going online. Why have a store when employees dont even help??? read more

Last two months Verizon has increase my billing for no reason at all, I hardy use my phone, they don't call, or explain why. When i talked to the agent months ago we settle on a certain amount, i paid it and now within a few weeks they are increasing it another $15 a month. You can't call them, they don't answer, you can't email them they don't give you a full address, this is ridiculous! They are using the Pandemic as a excuse don't to deal with customers. I have called them several times no answer you are on hold for hours. I give up! I'm only paying what i agree to, they will have to call me now. read more

The manager working today at the Simi Valley town center location Esteban was beyond rude and disrespectful . I had the pleasure of meeting him on Saturday I asked him a question about what devices he had in stock immediately shut me down and said they had absolutely nothing and if I wanted something I should a pre-ordered it . Not even two minutes later I was out by another client advisor who got me the exact phone in color I wanted.... unfortunately I had to come back to the store today to see if they could re-print out my label for my return for my device trading . He immediately tells me it's not like Verizon is going to move anytime soon man you shouldn't have to worry ... I followed by a few more questions which he was very rude and dismissive about, and said there is nothing that they can do for me . Which is fine but it's all about how you say things to customers I even had to call customer service to make sure that this information was correct. They stated that I should go back to the store and they should be able to re-print something out for . Which he was correct but again it was very rude. He was yelling at me in the associate I was working with over the phone. at that point I said, sir do you see how dismissive and rude you are being ? And he said, what are you talking about? I stated your attitude from the moment I met you has been very unpleasant. your manager you should not be acting like this. He then states you're right you're the customer. The customer is always right, and the most sarcastic, rude voice as the Verizon associate was on the phone listening the entire time. I ended up walking out because it was just getting beyond embarrassing arguing with a manager of the store now mind you he would be nice and polite to his associates telling them if they can help the newish guest or that some will be right with you, but then we'll go back the way he was speaking to me . At the point I said I would like to speak to a supervisor and he says in a very condescending disrespectful way do whatever you gotta do . He obviously does not care about his job nor his position and he should not be running a store in showing other associates how to treat clients! I would never have this man working for me a day in my life. He's rude, disrespectful and has no idea what customer service is and I really hope that Verizon can get this under control because no one should be embarrassed, nor have to have someone from customer service. Sit on the phone with you to feel comfortable inside of a store dealing with the MANAGER!!! he could care less about the situation, which is fine, but again your manager ACT the part ! So again, Esteban, a really hope that you learn how to treat customers and a reprimanded for that your actions ! You should not be managing a store whatsoever! read more

They allowed my "16 YEAR OLD" son to upgrade to a $1,250 iphone X on contract as a MINOR and WITHOUT being an authorized user on our account. They're response to me was "we don't age discriminate"???? I don't know who is teaching your management staff.. but a contract is not legally binding if under the age of 18. My company was an account of Verizon for over 10 years. We just switched to T-mobile. They payed off our phones to switch and doubled our 4G data with unlimited 3G + Free Netflix. read more

Bad service. Employees lazy. Employees were so busy on their phone ignored customers. Not helpful at all!. I ended up calling apple customer service when I returned home. I can't understand why management hasn't stepped in to improve this store. read more

Horrible customer service. Lazy incompetent guys who obviously are miserable at their job. I was there for hours and still they could not get the job done. All I needed was a SIM card and a reconnection. They didn't connect my Apple Watch correctly so not I'm currently on the phone with customer service. The store manager was no better than the guy who was on his phone the whole time. He left in the middle of the transaction. The first guy left without saying bye of that he was leaving. Everyone in the store is lazy and verrrry slow. Do not come to this store read more

Terrible customer service, rude store manager! I will never step foot in this store again! Didn't even want to leave one star! Store manager, Esteban is RUDE! read more

Well they allowed me to set up an appointment to get a new phone and as soon as I get there they tell me they have no phones! A CELL PHONE STORE WITH NO CELLPHONES? IDIOTS. read more

Chris the manager is such a good guy he turned a bad experience into a great one by just simply going the extra mile!

I'm gonna go ahead and give this store a well deserved five star review. I walked into the store on January 2, when it was extremely hard to get anything done because of the holiday. Covid and holiday communication with the 800 number had been a nightmare for a lot of folks, not for manager Andrea at this location. I walked in with no appointment and a broken phone, when every store in town turned me away, Andrea was the only person that gave it all she had, to get me a phone. Covid protocols are being taken very serious here and as hard as it is to do everything that needed to be done, Andrea went the extra hundred miles for me.... read more

I went to this Verizon store to restore my service on my cell phone and the customer service was terrible the first thing that the employee said to me was Unfortunately we do not have any New Sim cards and our manager is currently not on duty today so we will not be able to assist you and then later that day I went to another Verizon store to do the exact same thing and the customer service was excellent the lady helped me almost immediately with my service being restored and she wasn't even a manager this store deserves to be shut down and the employees fired read more

This is probably the worst Verizon store in the country. My elderly mother in law went in for help setting up her new phone and was refused service. The loser Verizon employee actually told her that they wouldn't help back up her old phone and transfer to the new one that she purchased at the store. The individual employee actually walked away and left her standing there. Calling him a disrespectful animal would be giving him too much credit. I complained to Verizon and requested a call from the manager. Of course I've received no call. The garbage employees at this store should be ashamed of themselves. read more

I went in to buy a phone today. The employees were sitting at a table and chatting. They basically ignored me. A man came in behind me and was helped immediately. I waited until one of the sales reps was available (I count 3 in the back room somewhere now). He really wasn't interested in selling me a phone. Didn't make eye contact. Answering questions in short grunts. No, he didn't have any advice about protective cases. I will find a phone at another Verizon store. read more

**WARNING**DO NOT BUY FOM VERIZON: Virtually all of the staff in this store are complete liars and scam artists. They lied to my family about a buy one get one free iPhone special so long as we added a new line, and also informed us we could delete a preexisting line so that we could use the new line instead. Now we are being over charged hundreds of dollars. Verizon is refusing to honor the lies and deception by their own employees and refusing to pay back all the money we have paid so far due to the lies and deception. Should Verizon not resolve this matter it's all up to small claims court! read more

Went to corporate store at the simi mall and the associate greeted me and asked what brought me in to the store. Having been a Verizon customer for over 20 years, i said i was there to get a new device....an iphone 12 pro. The clerk stated that they dont do upgrades at the location, that I had to go online or call customer service. I left the store and I called customer service, who seemed appalled by my lack of service at the CORPORATE OWNED LOCATION, and did get me all taken care of in a professional manner. Over the years, customer service at this location has gone downhill in my opinion read more

If I could leave 0 stars I would. Manager Rigo was very unhelpful. Was told to turn in a phone at this location from Verizon themselves and Rigo didn't take but 5 seconds to tell me his store doesn't take trade ins. Wouldn't let me explain my situation and what was going on, just kept telling me he could not help me. Later to find out he was completely wrong, and I was indeed supposed to give my old device over to them. This was found out by a sales rep, NOT a manager, who looked into my account and saw we were indeed instructed to drop off the phone at this store. After that Rigo came back up to me and I said why didn't you hear me out and check my account and he gave so much attitude telling me he wasn't supposed to take phones and kept making excuses as to why he wasn't more helpful. After that interaction I asked for a corporate / district managers email. Once i said this the other lady manager named Patricia chimed in and disappeared to the back with Rigo. Rigo came back out with an email of a "district manager" who, guess what, happened to be Patricia. Except Patricia and Rigo work together and Patricia told him to give me her email so I wouldn't be able to contact anyone higher up. I confronted Patricia asking why she would give me her email if I'm asking to talk to a district manager and asked if she was the district manager and why she wasn't talking to me right then and there and she said shes not a district manager and had no idea what happened or what i was talking about, which was another lie because she was right there when i asked for the district managers email. i am very disappointed in this service and the attitude and unprofessionalism of not one both BOTH store managers at the time. Super shady and awful. Will not be returning for services and will be changing carriers. read more

My phone is possessed :( And it's an angry ghost too. So I went up to the new, big Verizon store to plead for help, and an exorcism. They have, um, A LOT of people working there. Felt like an Apple store when I walked in. When I told the friendly greeter my problem, she pawned me off on a guy named Jerry. Jerry was funny, nice, helpful and understood my woes. And, after toying with my phone for a while, he agreed that there was a possession taking place. So my shiny, new, pink phone is on it's way! For free! And Jerry even volunteered to download all my contacts that the angry ghost deleted from my phone too once I receive it. He didn't have to offer that, but he did. And that's good customer service. Hopefully my new phone comes with holy water and sage to burn... read more

Horrific. Conshop, boiler room operation. Up-sell and over-sell is always in play. High prices, high sales pressure with ridiculous, unnecessary package deal requirements. 5 star reviews are from employees and their families. Employees are pre-programmed robot like with rehearsed answers. Indifferent, poker faced manager with 100 mile stare. Beware! You've been warned! Brutal service and wait worse than the DMV. Grueling. We have golden credit and are established with Verizon already. No way should we have been put through their gauntlet of harassment and intimidation. Go to Vision Wireless for Verizon at Cochran and Sycamore for a fast, square, honest deal. read more

Wow! If the management at this business is not getting the message from all the negative reviews, turn in your resignation!!! That being said, the mangers there are the biggest offenders! Went there yesterday, after failing to receive a bill. I went on line which confirmed I was about 5 days late. When I walked in, the manger greeted me like a used car salesman - big grin and enthusiastic to help me. Upon making an inquiry about my bill and wanting to pay it, his demeanor changed. He told me I could make a payment there but as far as not having received a bill, he wanted me to use their kiosk to make the inquiry myself as he didn't know why I wasn't sent a bill. Another employee, a mature gentleman, who overheard our conversation stepped in and asked if I had recently made any changes to the account, such as an upgrade. I indeed had- added another line! This mature gentleman, offered to help me, went online, verified the upgrade, corrected the error to cause the cessation of the paper bill, took my payment, and advised me on how to get the 5.00 late fee waived!! This morning, I woke up to text from Verizon that my late fee was already waived - this is before I was able to handle it myself. Not sure if this mature gentleman took care of it or Verizon recognized their error and handled it! Now, why can't knowledgeable people like this mature gentleman be the manager!! Why do we have used car salesman types without any customer service attributes be managers?? What are they managing?? Seriously- Verizon - we switched 3 lines from ATT - please don't let us regret this move!! So far due to the sucky customer service, we actually went to Costco to handle all the transactions for the new lines because we got a better deal and most of all superior service!! As a side note, we went to this Verizon a few months back before our vacation overseas. We wanted to place International roaming on our phones before traveling! They were useless!! We were told to do it by calling a toll free number. I pitched a fit about their laziness and only then did an employee assist us - also by calling a toll free number - but it was better handled at the store as they were many options available. I wanted so badly to write this review then but wanted to give them another chance!! But they failed miserably yesterday! read more