I have never left a Verizon store/call with a positive feedback on customer service, but this time, it was a complete 180, thanks to their personnel Ismael (which is why I'm rating 5-Star). The phone I requested is a basic phone, which is not in stock everywhere , I've been getting the "We don't have that." with no alternative solution to follow unless I ask "May you see which store closest has it in stock or can I order it for pick up?" but after the attitude I get back, I did not even wanna bother. However when walking into this Verizon store Ismael walked up and asked what I was looking for, I told him which phone and he said "we might have it but let me check the back first, if not we could always order it for you or find you another store". The phone was on hand, so he rang me up and printed me the receipt (bought off contract at retail), and even helped me with activating the phone, while he was doing that he helped me look thru my plan and presented a plan that was more suitable for my phone usage, without having to ask and printed another receipt with a breakdown of my new plan. Loved how he went above and beyond to help when all I went in to buy was a phone. Ismael is exceptional and has a title that fits him "Solutions Specialist". If you visit this store, look for him. read more

I got my new iPhone 5 but there was a problem. The recharger just didn't work. My phone eventually died in 2 days. I walked into the store and told the employees about it. One guy was nice enough to go to the back and check the problem. He gave me a new charger. So glad he did that. read more

I went to the store over a month ago to inquire about their promotions. I was considering transfer one line from AT&T and three lines from T-Mobile. I was told in addition to the $200 bill credit I can get for transferring each line, I can also get $100 accessory credit for getting any iPhone. I have heard the accessory credit was only for existing customers, but they told me it was ok for me to get it even though I was a new customer. I said I could transfer a line that I was not going to buy an iPhone for first, then transfer the remaining lines once I am an existing customer. But they told me that was not necessary. Couple days later, I saw my first bill on My Verizon, I was surprised to see there was an extra line in my account. I exchanged text message with the salesperson (Sammy), and was told that he had to add an existing line to my account in order to give me the accessory credit deal. However, he said he would cancel the account for me right away and put in a credit to refund me all the charges incurred on this line ($64). However, the line was not canceled until a few days later after I constantly checking in with him. A week ago, I got my second bill and noticed that the only credit I got was the automatic refund for the prorated monthly charge since the date the line was canceled ($14). In other words, he did not put in any credit for me. I went to the store and found he was no longer working for the store. I talked to someone named Tony there who told me he would talk to the store manager about this and ask her to put in the remaining $50 credit for me. But it has been a week and there is no update even after I followed up a few days ago. I start to feel this is all a scam. If they do not resolve this issue with me right away, I am going to make this a serious matter and file a complaint with the corporate! I have all the text messages from the salesperson as evidence of what happened and what he "promised" me. read more

This review is not only about this store, but Verizon Wireless in general. I have been a customer of Verizon for many years and have NEVER gone over my 3 Gig Data plan. In April of 2014, I upgraded my Droid Charge to a Galaxy S5. In June of 2014, I started getting alerts about the data usage and by the end of my billing cycle I had gone over the data plan by 5 Gigs for a total of over 7 Gigs! I tried to be proactive before I went over the plan by calling and going into the store for help. I was trying to figure out why the phone is using so much data without me doing anything differently that I was doing on the other phone. The technician in the store looked at my phone, talked to another tech and came back with the response "yeah, I don't know...but you can upgrade your data plan". REALLY??!! You're helping me by telling me to spend more money per month! This is not a solution to my problem. Why does the Galaxy S5 use so much more data? Anyway, I called customer service today...again...I spoke to an associate who advised me that if I deleted my e-mail app, it would probably cure the problem. Why couldn't a tech tell me this before I was $75 over my monthly bill. The associate offered a $20 credit, which was nice but in my opinion it's not enough. I tried to be proactive, I tried to get assistance, but what can someone do when the answer they're given is "I don't know"? The customer service manager Brandon was no help, he basically argued with me about the Alerts I was given & how when you get new technology you can expect more data usage. Really? I've upgraded several times & NEVER gone over data usage. I ended up with $30 credit and a bad taste in my mouth for Verizon. My daughter works for AT&T so I am seriously considering breaking my contract with Verizon. So sad. I was such a loyal customer. **Note to Verizon: I have been a call center manager & the last thing a manager should do is argue with the customer about how it's their fault that they are being charged fees that exceed their monthly bill. I have no problem paying for extra data if you can show me what I did to cause the overage. read more

I was a Verizon customer for nearly 20 years. This store has caused me a lot of grief. Last year I wanted to get a new phone and was able to use one of the upgrades on a line on my account. I chose the Moto X, and the girl said I'd get a "free" tablet with my purchase. I said I had a tablet and didn't need another, and she pressed it being "free". So I figured with my kids it probably wasn't a bad thing. Took the tablet home with my new phone. About three months later I'm looming at my bill, and I realize I'm being charged for my three phones (myself and the kids), my jetpack, and two numbers I don't recognize. I call Verizon and they said it's for your tablets. I said tablets, I have an iPad that's Wi-Fi only and not from Verizon, and one I got with my phone. I didn't know it was in a data plan! So for months I'd been paying $20 for only one active tablet. She said well I could cancel the one line that wasn't attached to anything but it would have ETF, or keep the line and use it for something else. So when the Samsung S6 was released I called Verizon again, this time to see if I could get the phone and use it in that line which isn't attached to anything. The gal said no, I couldn't do that. Or if I wanted to pay full price for a phone or tablet I was more than welcome to. Umm...bottom line is Verizon is all about the upsell, customer be damned. I didn't need that first tablet to begin with. It was crap anyway. But to be stuck paying for a line I'm not using and they wouldn't let me use the way I wanted to? The next day I went to T Mobile, turned in all three of our phones and my Verizon tablet, walked out with two iPhones, an S6 and a new jet pack on a plan that will cost me $80 less a month and with unlimited data. Thanks Verizon for caring about your long standing customers! I'm with T Mobile now and have not regretted my decision. Oh, TMobile will also be paging my ETF for you too. Taataa! read more

Terrible customer service! I don't know why I bother comIng to this store. It's terrible. Employees have attitude and are rude. Obviously there is a problem when so many people write bad comments! read more

If I could give this location a negative number of stars, I would. I cannot believe this store remains open with all the negative reviews. They must not care. That is apparent. I went to this store yesterday after calling, explaining what I wanted and was on the way, asking and waiting to confirm if they had the equipment / accessories I wanted. This was AFTER being hung up on by the answering system several times, well after the store's posted opening time. When I got to the store several associates swooped down upon us at once with all this chatter and I very clearly said what I wanted and that it was needed right away (my godmother's phone has positively DIED moments before and she needed one before leaving town). We were told by a female associate to have a seat, so we did. And waited...and waited...and waited some more. We were just about to leave when a the female associate came out with a BOX of stuff and proceeded to set it up and try to make a presentation about why my godmother needed to change her plan and try to sell her all these accessories (Bluetooth speakers? six different cases, NONE of which were the one she was looking for). My godmother again let her know her presentation was unwelcome and asked about the case she was looking for. The associate said they did not have the case and KEPT TALKING! She started just spouting out the locations of other stores, as if we hadn't already checked this out before coming. Just...wow. We grabbed the dead phone and left because it was evident that this associate / store was just trying to churn accounts and not help. If she wanted to be helpful, she could have apologized for the lack of stock and mentioned the fact that there was an authorized retailer within walking distance. We walked down to Wireless Neighborhood and Michael helped us quickly and efficiently. In the time we WAITED in the Verizon store, we upgraded, purchased accessories which Michael installed and left the mall. I will never come to this location again. I will never refer anyone I care about to this location either. In fact, I would never refer anyone I hated to this store. I would do without service until I could get somewhere else. It is not worth the trouble to get no service and to be treated as if they are doing you a favor by doing nothing. read more

I wish I could give NO STARS!!! Worst experience ever! I was here over 3 hours trying to return a phone and get a new one!! My husband and I had talked to several reps from this store and we were assured that we would be able to "buyout" one of the phones we had on the edge program by selling them the one I had and paying the remaining with cash/card and we would be able to get a new phone. I proceeded with this transaction since I had been asurr for by 5 reps that we can do it. From the beginning I should of just not do it since the person helping me (Lupe) started telling me she wasn't sure if the trade in money would go to the gift card or straight to the account. ( if it went to the account I was pretty much screwed and had to pay them about $500 for a phone I had already returned) so finally a manager came and said it would go to the gift card. So the next step was to pay for the phone where they made me purchase a gift card and put the remaining balance to be able to pay off the phone. Well at this point after everything has been done I'm told that to do "the buyout" it can one be with ONE form of payment! I had 2 gift cards!! I asked about combining them and they said "they did everything they could and could not combine it". My husband came in to ask when I told him what happened he was kinda upset and asked to speak to the manager and Lupe just told him that he already tried to help and couldn't do anything! And did not let him speak to him! When he asked why is it that everyone person here had said the same thing and it seems it's not the case she seem to have an attitude about it and started being rude. My husband left and called customer service. At this point I had no phone and 2 gift card which I could do nothing with! So the manager (Tony) came and tried to "help" the situation by ADDING another line to my bill!! I told him I would have to talk to my husband and kept trying to insist that for $18 More a month I could have a new phone. I ended up just leaving. When I got to my husband he was still on the phone with customer service and handed me the phone when I explain that their solution was to add a line he said no that is not the solution and not to do it! He then told me he that it was possible to combine both card and pay for the buyout so I went back and gave the manager the phone and explained to him they can do it! I wish that would be the end of it..as I'm waiting there i turn around and see the manager talking to 2 reps and telling them what's going on and they seem like neither one wants to help me and they are PLAYING ROCK PAPER SCISSOR on who's going to help me! REALLY!! So in the end the customer service guy on the phone did find the way and had to tell them how to do it! This really has been the WORST experience I have ever had! Never again will i there even if they are the closest to me! read more

I went to this store to upgrade a couple of days ago, and when buying a new Iphone I was told by the sales rep that it came with a free case and screen protector. Then he brought out a car charger and said it would qualify me for even more of a discount. So I ended up paying $188 in the store which he said was the tax of the phone and and the upgrade fee. When I got the receipt in the store, there were no details, just the order total. So later I checked out the receipt online to find out that taxes for the phone were $65 and the upgrade fee was $30. That's $95, so my case, charger, and screen protector that were supposedly included in the purchase of the phone was nearly $100. I went back to the store to see why I was charged for these items and the same sales rep told me that he never said they were free, that he "never uses the word free" probably his scam for making himself some more money on accessory sales. Then he said that you're required to buy the bundle when upgrading to a new phone, which I found out later by talking to the manager that that was also a lie. The manager ended up giving me credit for one of the items for $22, which I wasn't really too happy with but was sick of getting the run around from these guys so I just said ok. Verizon stores have been pretty sketchy lately. I'd recommend using the Verizon Wireless website it you can stand the wait for the phone to be shipped to you. I wish I had the sales reps name to warn you guys, but just watch out for their little tricks. Don't be afraid to ask questions about everything! Although they might just lie to you. read more

After bad experiences in Glendora & Pasadena, I decided to try one more Verizon store. 112 Plaza Dr. in West Covina has a very helpful manager, sorry I forget his name. He introduced us to Customer Service rep. Connie, As seniors that are technically challenged Connie is wonderful. She never treated us as being a problem. She took care of our situation with patience, kindness and excellent service. 5 Plus stars for Connie and her manager. Thanks guys from the old folks. read more

Ivan at Verizon was so incredibly helpful. I went in to take care of some Fios business and he was quick and efficient. Ivan was extremely helpful and I love the new equipment. read more

thank you very much for Sammy and Denise. Both did a very excellent job in helping us understand how to use our Android device, I learned more than I expected to learn. it is worthy of promoting Verizon products and it's services, more power! - Lottie read more

I got great service from Jason G. He was very eager to help me, and tried his hardest to get me through the process quick in getting a new phone. Great customer service. read more

Reading the reviews I think it really depends on the service Rep. that you deal with. I have gone to other stores and have had bad experiences. I have also had a bad experience at this location (took 4 hours to add a line and upgrade another). On their defense the employee was new, but the manager should have taken over the task after the first hour. However, that was 4 years ago and I'm pretty sure it's a whole new staff now. On my last visit, I was immediately greeted by the manager (I can't remember his name, but wears glasses) who referred me to Sammy. He was very knowledgeable and understood what I wanted to do right away. I was in and out within 20 minutes, which is a lot better than 4 hours read more

Michael and Jesse were great! They give outstanding customer service, they are very knowledgable with their products and services, they are both such great team members of the Verizon wireless team!! Thank you fellas!! read more

I have been a Verizon wireless customer for over 13 years. This store has by far THE WORST customer service and was surprised of the service normally provided by Verizon. I came into the store on Saturday 8/25/12 because I wanted to return something that I previously purchased at the Puente hills store. I explained that I had changed my mind and I didn't want the product. One of the store managers Justin comes and tells me that I couldn't return the product because it wasn't purchased that the store. This was very upsetting after they made me wait for one hour for them to tell me I had to go back to Puente hills and return there. He thought I was dumb and even lied to my face. I know he didn't want to return it because it was going to affect their sales but that's not my problem, as a customer they should have returned it and that's that. After dealing with the Justin the store manager, it was a very uncomfortable experience and left me very angry with the way I was treated. Avoid this store at all costs. I will NEVER go back to West Covina Verizon Wireless again. read more