The customer service is awful , they are not helpful just save yourself time and frustration and find another Verizon store

‼‼‼WARNING: DO NOT GO TO THIS VERIZON FRANCHISE STORE!! ‼‼‼ Before reading, keep in mind that my mothers first language isn't English and doesn't understand much about phones and will listen to recommendations store associates will give her. My mom had came in wanting to upgrade her phone and to get another phone. That was fine and they gave her a promotion for whatever it was. She also purchased a pair of AirPod Pros and a pair of AirPods 3rd Gen. She was charged $250 on the AirPod Pros when they are $179 at a corporate store. That's a little over $70 she was overcharged. She bought accessories for the phones which included screen protectors (2x$60), phone cases (2x$50), wall adaptors for the chargers (2x$40). I realized she paid way too much for AirPods and accessories and that I could save her at least $300 if she purchases anywhere else. So I go to that store same day to return all the extra accessories and AirPods. I spoke with Victor, he was cool and patient with all my questions but I know it was all just salesman talk. Well that day he told me I CANT return any of the accessories because it'll affect the promotions with the iPhones but I'll be able to return the AirPods when the manager is present. Cool, whatever I get it. I go another day and this associate tells me I COULD return the accessories but I CANT return the AirPods??!?? And this associate tells me I can only return the accessories when the manager is present. If you have any issues with any orders at this store, they will give you the run around and try to secure their sale. I had went to a corporate Verizon store and the manager of the corporate store told me that they completely ripped her off and the worst part is, that the return can't be done anywhere else except at this Franchise store. I finally met with the manager, John, who was able to return the AirPods 3rd gen. He then told me he is going to put in a request to return the Airpod Pros since they are open (The first sales associate, victor, had paired the AirPods so it was opened the same day it was purchased, in store). I have never heard of this being an issue, I just think they are trying to save the sale but I'm still waiting to see if they'll be able to return the Airpod Pros. As far as the accessories, nothing is allowed to be returned since it will affect the promotion of the iPhones. It's been over 2 weeks since I've went and tried to return the AirPod Pros and still no response from the manager. Now we are stuck with $70 overpriced AirPod Pros. I would never recommend this store. Honorable mention: The manager of the Verizon corporate store told me Verizon's promotions with accessories never have anything to do with Cell phones. I HIGHLY ADVISE TO STAY AWAY FROM THIS STORE! read more

Albert and Thomas were so helpful and knowledgeable. They were able to help us upgrade a phone and replace a phone without any problems. We were so grateful to have representatives who felt like they were willing to help us instead of trying to just sell us products and get us out of the store. 100% would recommend this store. I don't understand why this store has bad past reviews, this is the best customer service we have ever received in a phone store. read more

Verizon - Mobile Phones Near Me - Upland, California

John helped us tonight and I would drive all the way to upland again just because of John. We had been having trouble with our account and he was able to Uncomplicate our very complicated questions and help us. Thank you John! read more

After I was turned away, I drove 30 minutes to another Verizon store in the nearby city, it took less than 5 minutes to drop off the train-in phone. read more

These worst service ever. I walked in to the store where 3 employees were standing/sitting doing nothing with no other customers in the store. It was 15 minutes to closing. They asked if i had an appointment, i said i no, i didn't realize i needed an appointment. They said they can't help me!! No customer service etiquette at all. Also, i tried calling 4 times with no answer. I will never be back to this location. read more

We were kicked out almost immediately. I have an authorized, approved, legal mask exemption card. I am used to being questioned and having to show my card. I entered this location. Security didn't even bother to look up at me (they were on a device in the corner). The manager comes out and stated I 'must' wear a mask do to current laws. (No laws exist. It's a mandate that in not enforceable) I show the card and explain the situation. Manager refuses to look at card. Simply restated wrong information. I went to a different Verizon. I was told similar by that manager but when I showed card/explained situation, they were very happy to stop pushing masks and help me. Other Verizon will be far more helpful than this one. read more

Terrible customer service here. Do no waste your time coming in person because some of the customer service rep seems to have a bad attitude to go along with unhelpful answers. Just do your upgrades online and have your phone shipped directly to your home for convenience rather than wait to be served a cup of undelightful experience with Verizon. I'll never go back in here at this store. read more

I took all my phone and tablet problems to this store and received great customer service. Candice and the manager were able to sort everything out, even the devices that weren't serviced by Version Wireless. Thank you. read more

I needed help because I had turned off my phone brightness. I went into the store looking for help, and this guy who said he was really "savvy" couldn't help me. Suggested Best Buy. I asked if he could plug it into a charger to see if that would change it. Complete idiot. I went home and plugged it in and was able to correct the brightness. I should have got his name, but I didn't. I will not be back to this location. read more

Candice did such an amazing job! I spent the last 4 days talking to numerous people and no one could figure out what went wrong with my phone but Candice figured it out in less then 2 hours. She is the only reason we didn't just give up and just go back to TMobile. She also went out of her way to make sure all my questions were answered. She definitely went above and beyond to help me out so thank you! read more

Carrie at the Upland Verizon store helped a non-technology guy through each step of returning my old phone for a new trade in! It is rare to get this level of customer service and I will be recommending friends and family to ask for her at this Verizon store. Well done Carrie, thanks for creating a very positive experience at Upland Verizon. Give her a raise! read more

My whole family has Verizon phones . I recently had an issue with my phone which I purchased through Verizon, in Rancho Cucamonga, CA. I had to have it substituted with a new one since it wasn't charging anymore . This was about 8 months from my initial purchase . They told me to send the phone back to them within 5 days of the agreement , which I did using the UPS store nearby. It was all done and I kept my receipt . After about two weeks, I received a message saying to send the phone, and that I would be charged $ 500 if I failed to send it . I called Verizon , was on the phone for about 45 minutes , let them know about the problem . and they said they were waiting . A week later, I received another similar text , so I called them back. I was on the phone for another 40 minutes or so . They told me they received an empty package ...?!? I told them my husband had sent it ( without a doubt) and we still had the receipt , and that if UPS loses it or someone else at the factory's reception facility , it shouldn't be on us . They said they would investigate further and get back to me . After about 4 weeks I was debited $900 dollars . I called Verizon again and they looked into my case history and noticed nothing was done about it . They told me to wait another 5 days to a week and they would get back to me . Verizon's procedure and integrity is completely at fault . I find I have to pay $900 for their inefficiency and dishonesty . What I noticed about this company is that if you're buying, everyone runs after you , if you have an issue , no one cares . How can companies and their employees be so careless ..? I am obviously closing my family account with them and will never purchase Verizon again. read more

I visited this Verizon store on Monday 8/5/19 to get a replacement cell phone because I lost my phone. Upon entering the Store we were immediately greeted by Jake in a friendly and professional manner. I explained the reason for our visit and Jake patiently and completely explained the various options that were available to me regarding replacement of the lost phone. Jake took all the time needed to get my new phone set up, organized, answer questions, explain features and get everything transferred in an timely and helpful manner. He did not rush things or leave to help another customer. His attentive, positive and good customer service contributed to make this a good ending for an otherwise frustrating and terrible experience of losing your cell phone Based upon this experience I would rate Jake five stars! He was extremely professional knowledgeable and helpful. Highly recommend Jake for the manner in which he assisted us during our visit. read more

Angel is a top-notch employee. He is pleasant easygoing and informative. He had all the answers to my questions and spoke to me in a humble language I could understand. Tremendous respect for people like angel read more

Worst Verizon store ever. Whole staff incompetent and lazy. Completely messed up my bill had to cancel my entire plan. I'll never come back to this store . If you're in upland find another Verizon. read more

I hope you don't need any help with your phone at the Verizon store up in the Colonies in Upland!! I went in there recently with an issue and left with two. Apparently this store only sells phones now and has nothing to do with repair or customer service. Michael was working when I went in and he clearly had no desire to help anyone. When the first thing you are greeted with is "do you have a quick question" you know you are in for a bumpy road!! They were unhelpful and resolved nothing for me. read more

Verizon guy wasn't very nice.. Definitely doesn't have a salesman personality. He said I needed to make an appointment to upgrade a phone.. there was 5 employees and no customers.. Disappointed with Verizon since I switched from ATT. read more

Came here this past week to upgrade to the new iPhone 7. The guy standing in front took my number and said someone would be out to assist me shortly. I was waiting less than five minutes before the gentlemen(I can't remember his name)came out to help. Now I already knew what I wanted and I had called ahead of time to make sure they had he item in stock. So I explained to him that I was there to purchase the Jet black iPhone 7 in 256 gb and that I had called earlier to make sure they had it. He went to the back straight away and got the phone for me. To which then he started to help me check out. He was very helpful and attentive to make sure that I had a smooth transition. He even helped me with my data plan since I had been going over the plan I currently had! Saved me some money so I definitely appreciate him going above and beyond. He wasn't a snake or a typical salesman. He just did his job and didn't try to "upgrade" me to a plan I didn't need or a more expensive phone(probably cause the phone I was purchasing was already the top of the line iPhone). I even had to ask him to purchase the screen protector since I knew I wanted that as well. He was very detailed when he placed the screen protector on my phone. Making sure there was no stray particles or air bubbles. Overall I am very happy with the process and the man that helped me was courteous. I wish I remembered his name though! But thank you Verizon! I am very happy with my pu read more

Got new phones and service from this store three weeks ago. We switched from a different carrier to get better service. The salesman talked me in to buying the cases for the phones after convincing the warranties will be the same as Amazon. My Otter box belt clip broke and my son's phones glass protector got damaged within the first two weeks. I came in to the store thinking they will warranty the products without any hesitation. Boy am I wrong, salesman to the manager took all the time to explain about their warranty policy now. Two weeks only, and I have to deal with the manufacture and file a claim. Don't buy any cases, charges, protectors or any other accessories from this store. They will not tell you about their policy when they sell you something. read more

This is for Veronica G. Veronica has been absolutely amazing with patience and exceptional customer service. This week has been extremely difficult and stressful but she has gone above and beyond to make sure my experience with Verizon has been a pleasant one. I will be returning to this location and recommending friends and family to visit as well. read more

Do not use this store, (or Verizon ) they recommended my wife add an xtra line that wouldn't be activated ; I cancelled my account a year later and they charged me 600+ ( also don't use auto pay) for an activated phone, which I never received..this store would not do anything but check my ss# and say I had no account. I contacted Corp hq and found out I had the activated line for $109 a month ( I paid 250 every month prior to canceling) I never received a bill after canceling service. Police report filed. Corp refused to answer if the "phone" had been used for calls or data ; I asked them numerous times... worst customer service, notifying my bank of this fraud tomorrow. No way to complain in writing, e mail or verbally.... they will not provide the necessary info to do that read more

My wife and I bought new IPhone 11 within 5 days my phone wouldn't ring so I sat on the phone with 3 technical support people and I was told to return it that the phone was defective. I went to this Verizon place and the Associate there wanted to play technician I told him just read the notes to which he refused. He said that he had to duplicate the problem I said it's been done he argued it was a setting. I asked if he was going to exchange the phone since it was in my 14 day window to do so? I asked again if he was going to exchange the phone he said yeah then went to the back and in a split second came back and said we are out of your phone and now the manager comes over and says we could take your phone and ship one out and you will receive it in 3-4 days I said I couldn't wait that long she and the associate said that's it then. Poor Poor service VERIZON read more

I was having trouble transferring my contacts to my new Android phone. I went in to this location and the team there led by Kelly were fantastic! It took a little while but they didn't give up and eventually solved the problem. They were super patient and very professional. Highly recommend this store! read more

Even with this hard times,verizon employees treating people bad here thank God I left Verizon bad customer service just dodging people left and right they don't care for essential workers!!! Dont come here people read more

The Verizon employee lied about a phone replacement. When I looked on my bill I owed $750 but how he explained it was that it was going to replace the broken phone I brought in. I took it back and spoke with the manager Brandon Rodriguez and he told me that we would have to pay the restocking fee because it was our fault for not understanding. I was taken back by how rude he was and how unwilling he was to work with us. I do not recommend going to the store for they are in it for the commission and not the customer. If you do go to the store do you not trust Brandon Rodriguez because he was awful. read more

Went in today and honestly it was frustrating how nobody was able to help with my problem in regards to the mistake the customer service did in regards to my return. Horrible service!!!! read more

After deciding on a phone they told me they had zero in stock, I asked if he could check - any color would work. He said they would ship it in a few days so I said I would check other locations as I work and wouldn't be home to receive it. Lo and behold he came out with the exact phone. He also said a charger and case were included but in the end they charged me for both items which was not what he said. Also they cannot accept a credit card with a swipe, nor can they enter it manually. In the end we paid off our phones. Shannon was very nice. Would not recommend this store - dishonest sales people. read more

I received good customer service purchased my phone but of course there were none in stock so they were going ship it to me, unfortunately they chose UPS delivery ... after waiting two weeks I find a note on my door this was 6/13/ 22 Monday, I was gone for one hour, that UPS had come to deliver my phone but it needed a signature so they would deliver it on Tuesday, 6/14/22 however no notification was sent even though I asked to be notified when the phone was going to be delivered at their UPS webpage. The written notice said they would deliver before 7 PM 6/14/22 ... at 6:55 I called and they said oh no we brought it back to the warehouse because we were questioning what was in it ‍ it's got Verizon written all over the package but OK after waiting all day well here it is Wednesday even though I was promised 10 o'clock today Wednesday it's now 3:39 pm and no phone and still no notification ... when I called UPS I was upset and did apologized to the gentleman who identified himself at UPS as "Ram" that I apologize for losing my temper however I have lost a whole day, he said don't worry we're immune to it, I said well maybe you need to be infected by it and there in improve your customer service. I do suggest Verizon find another shipping company or at least have their phones shipped to their stores directly, in my business owners opinion, that would be the intelligent choice! read more

Horrible customer service! We have been going to this particular store for 10 years plus and the customer service used to be phenomenal. In the last 2 years the staff has been continuously changing and the customer service has suffered with the changes. Two months ago I went in to upgrade my phone, it was late by the time I got out of there. I arrived home and began to fiddle with my new phone only to realize that my memory card had not been put in my phone nor given to me. I called right before closing (that was another bad experience) when I finally got through I was told they would hold it for me. I returned the next morning at 11am and nobody had a clue where my card was. Long story short it was lost. Today I walk in to trouble shoot my husband's 6 month old phone because the vibrate function just stopped working, ALEXANDER the service rep looked at the phone 3 minutes and said it needed to be replaced with a refurbished one. We informed the rep that we are trying to avoid a refurbished because my husband takes exceptional care of his phones. So he offers to give us $91 credit (for my husband's new galaxy 7) to upgrade to an 8. Are you kidding me?! Unacceptable. read more

Stopped by this store because I was considering getting a new phone. Kheli helped me and she was fabulous! Knowledgeable, personable, and most of all, PATIENT! Needless to say, I purchased the new phone, with accessories, and I love it! Thanks, Kheli, for all of your help. You are an asset!! read more

Update: the morning after I wrote this review, contacted multiple people in corporate via email and on social media, I was contacted by Fernando, a regional sales manager. We made arrangements to meet at the Upland store that afternoon. Fernando and a regional manager, Brandon made it right by having me buy the phone no longer in my possession and crediting my account. I have yet to actually see the credit on my account, but was told it would happen on the next bill. I had to front several hundred dollars, but it was the cleanest way to fix the Upland store's massive mistake. I still will not step foot in the Upland store nor do business of any kind in that store. However, Fernando and Brandon have restored my faith in customer service and, for now, we will remain with Verizon. Original post: Sent to corporate today: I have been with Verizon for 20+ years. I have never had an issue like I have experienced since I have visited your store at 1118 E 19th St Ste 221, Upland, CA 91784. If you look up my account, you will see a long history of store visits and calls to Verizon. I currently have 3 lines on my account. We own an LV, S10 and Note 8. On my son's line, I have been asking a lot of questions for a year about why I am paying so much. NO ONE-from sales people in the store, managers in the store and Verizon customer service could pin point why I was paying so much until today. I spent over an hour on the phone today for them to see that the S9+ was attached to my son's line and that is what I am paying. I asked why and when. They were not sure. I then explained that I was not in possession of the S9+ because the Upland store took that phone when my husband upgraded to the S10 in April of 2019. Verizon customer service explained to me that they could see the S9+ is now in the warehouse and that "the store should have never taken that phone from you if it was not paid off." They told me I had to go to the store and solve it because the store has to fix their mistake and that they would be contacting the store as well to "hold them accountable." I was at the store within 15 minutes. I met with Thomas Dang (solutions manager) and another employee. They explained to me that my husband was due for an upgrade from an S7 in April of 2019, but that the S9+ was attached to my son's phone and "no one noticed." I explained that they asked us for the S9+ when we traded in our device for his S10. No one said there was a balance due on this phone. No one explained that the S9+he was asked to pass on/turn in was not, in fact, paid off. Thomas explained that was because "we can't see that information." I said "if you can't see that information, why would you think I can?" When we come in for an upgrade, we assume you are the experts and you do what is right and we trust you to not be shady. So, I asked for the S9+. After all, there is an $800 balance on it. Why would I be paying for a device that is not in my possession? I would have kept it. I didn't need the measly $135 credit from it to get the S10. We were due for an upgrade for $0 down. So I want the item I am paying for. Thomas and the employee explained that it is like when you buy a car and still owe on an old car, the "balance rolls over." I didn't need the balance to roll over. I was due for an upgrade on that line. You should have never taken the S9+ from me if that wasn't the phone attached to the line. I assumed since the phone number was attached  to that line, it was that phone. Why would I pay a couple thousand dollars for ONE S10? It does not make sense.  I would have kept the S9+ paid a small fee to fix the screen and given it to my son or something. I would have kept it. I asked again for the phone or for the phone payments to go away. Thomas told me that he couldn't do that because I signed an agreement. Ok, but you took my phone. Your end of the agreement is for a device you collected from me. The employee with Thomas explained "well, that was a glitch on our part." Great, but you took the phone. You did. You have it, I do not but I am paying for it. That is not right. I am not trying to be unreasonable.  I am asking for it to be made right. Either credit that phone, the full amount under my son's line which shows an LV but is apparently being charged for an S9+ that does not exist or give me the S9+ and I will give you the measly $135 credit I was given for a phone Verizon should have never taken possession of.  It is not ok for sales people to talk in circles and make promises and screw over customers. They keep passing the buck as someone else's problem. I am begging for a remedy and do not feel I am being unreasonable.   I asked for printouts and a paper trail of all these alleged conversations and charges. I was told "that is not possible." read more

My phone stopped correctly working on July 4th, the following day I attempted to have it fixed and instead found 2 closed corporate locations. However, this Verizon store had two very kind and understanding associates. Sean was professional, kind and knowledgeable. He promptly fixed the issue with my phone by replacing my sim card and I am now able to make phone calls and send and receive texts. Thank you Sean! read more

I don't know why I even came to this store, treated with the upmost disrespect and ignored because I didn't immediately buy something. Reps refused to assist with my phone issues, and told me "oh well, that sucks.". Went across the street an encountered a far more friendly staff and service. They fixed my phone in maybe 2 minutes, just something really simple. These guys couldn't be bothered to even try. read more

The Manager here is all about great customer service, I forgot her name, but I came in 5-7-22 and she helped us and she wasn't super pushy or anything but she was very accommodating. Please hire more people like her who are more about helping the customers, some people you can tell are just in it for the money. She wasn't like that, really good vibes, just want to say thank you for your patience and great customer service! read more

As I walked up, a security guard opened the door for me, I was greeted with warm smiles from Carl & Ryan, and a very pleasant Kheli was able to help me. Solutions manager, Veronica was extremely helpful & persistent. This Upland store has exceptional customer service - very unlike the Victoria Gardens store. read more

Messed up my whole order. I had put in an order for a new iphone.. they failed to notify me.. or any one out of other 7 people in my family plan. When i went to the store 3 days late, they said oh come back after 3pm.. ur phone is in TRANSIT! the idiot Area Manager didnt know that phone was on the way BACK TO WAREHOUSE from the store! Its a simple phone number porting. And you guys are supposed to be experts in it. Instead ur not able to figure out a simple thing. Ive been wandering around stores for weeks now. Still no resolution! I would have given zero stars if that was an option. read more

Four weeks turned into three months, and I finally received my rebate after one of the employees messed up the submission for a bogo visa rebate. She input the same barcode twice which led to endless phone calls to Verizon's Rebate Center. They caused an even bigger headache than this place. If there's a next time, I'm going to ask to personally check all the info they input before they submit anything. Better yet, just submit the whole form myself. I believe you can do it online. Still, I think Verizon would find a way to make everything as inconvenient as possible even if they did have all the right info. It's a miracle I'm still with them. As for this actual location, they were nice, but nice is useless to me. I just needed a rebate submission form filled correctly and they failed to do that. read more

I don't post Yelp reviews unless I'm very happy or disappointed with the service. Well, I'm definitely not happy. If you want to be treated with disrespect, then definitely go to this location. Lately, it appears the pride of customer service is nonexistent. If there was an option to make this review a zero I definitely will. I will NEVER go to the store again. read more

When in the store today to get help and some answers on my Verizon account and even talk about possibly buying a new phone in the future but I was treated very rudely with an attitude. They're all ready to pounce on you when you come in but when you ask him for health as giggles and laughs and rudeness. I will never buy a phone from the store again I don't know what's happened but in the prior years I was treated very nicely somethings different about this new management at this Verizon store will not go back read more