I should have checked reviews before wasting my time here. I made an appointment and arrived15 min early. POOR POOR customer service, I have been with Verizon for about 20 years. Last 4 phones I purchased thru Best Buy or Sam's. They set up phones and did my file transfers, This time I made the mistake of ordering my phones thru Verizon by phone/online. They assured me I could go into Verizon Corporate store and get them set up and files transferred. Well that is not the case at this location. It didn't matter if I had appointment or not. I took in my phones and was told I was suppose to have called a number to get phones activated. There was nothing in my paper work stating this. So while "H" had me calling a number he gave me to activate my phones, he went into back room. Break time? I was having trouble activating 1 new line, and when I asked for him, he said he was busy helping someone else so I had to wait, even though I had an appointment. When he finally came back over to me, he easily, activated the line. Which he should have done from the get go. Next I needed my gmail (which I didnt have) well guess what? "H" said I had to have it to continue setting up my phone and sent me on my way. Guess what? "H" just didn't want to be bothered. I got home didn't have my gmail written down, but my phone located it. So yeah, the customer service at this location is HORRIBLE. I will gladly reccomend my friend and family to shop Best Buy, Sam's, Target, Costco. It doesn't matter if some responds to this review, that they're going to look into it (complaint) they are not. Based on past reviews they have not done anything to improve this location and it will continue as is. read more

This place is terrible service or no service. I waited for 20 minutes and no one even came by to say anything. I saw 3 Verizon employees walk in but no one bother to come help any customers. read more

Ask about multiple plan deals before you sign away. I had to ask my rep to break down some terminology because I don't live in the tech/phone carrier world. He was kind enough to make sure I understood the deal and what I was getting myself. I got my iPhone earlier than estimated date! No complaints here. read more

DECEIVING I have been a Verizon customer since it became a cellular company. I have never had such a horrible experience. I bought two iPhone 13s, an iPad Air and an Apple Watch. The rep never disclosed that he added cell phone lines to the watch and the iPad, until I saw the bill. I do not need cell phone lines added unless I request them. Paying the device full price, No Problem, just BE HONEST!!! He was probably trying to make his sales commission. This is very deceiving, makes me want to leave Verizon. read more

If I could give them a minus star I would! I had an online line pick up so I came into the store spoke with the manager and Initially he was very nice up until I told him I just had to pick up my phones. Then the smile disappeared and he said he didn't have the order and it could take hours. According to Verizon people that purchase online have to wait to make sure there isn't fraud. I waited and even spoke with Verizon customer service, she was very kind and said my order should be ready so I spoke with the manger again and he didn't want to be bother and I'm sure that because I was not a commission for him since I purchased online so he wasn't willing to help. I noticed he did that with people that purchased online. My daughter was being help by another salesperson and the manager told him to help these other people that were going to have an in store purchase. I get it that's how he makes his living but he never has to be rude. And if he actually helped people the first time the would have to keep asking him questions. I would avoid this store altogether. read more

Came here to get a new iPhone 7 a while back. I did end up getting it. It had issues. Took it back the next day. Ended up getting a iPhone 7 Plus cause I didn't wanna risk getting another 7 with issues. The lady which was the manager helped me out. Thank u. Will be back soon for that iPhone x. read more

I was being added to my son family line at Verizon. I wanted to keep my old number so I provided Verizon with the info they needed to transport my old number from TMobil One week later and three phone calls Verizon still could not complete this order. So my son and I went into the Verizon store. HJessica assist us. She spent an hour and half trouble shooting the problem. It turned out to be Verizon's error. And now it would take 10 days with no guarantee for them to try to transpot my old number. Of course I said no way. And was issued a new number. HJessica did a good job finding the problem. However her customer care gets one star. She did not empathize with the customer or apologized for the mistake Verizon made. She was cold and insensitive to the inconvenience this has caused a long term customer that just added a new line. I would not recommend Verizon. TMobil has the best customer care service. read more

08/30/18 UPDATE Thanks for the great customer service Ismael. Fixed my problems on my cell phone within a few minutes. Went to another Verizon store and they tried to fix it, but really couldn't fix that problem. Friendly service as well read more

I came in at 5pm giving myself 2 hours before Verizon closes at 7pm. Seemed like all the Verizon employees were busy so I waited around patiently for the next available representative. After half an hour I finally went up to interrupt one of the representatives and they made me check in. I'm not a Verizon customer so how would I know there's a waiting list on their ipad or device? There's no information sign for anyone to have known this. I waited another 20-30mins. Chose the phone I wanted without any information from the young lady helping me. It was very cut and dry and I had to ask questions to get any kind of answer from her. Either she doesn't know anything about Verizon and their products or she's in a rush to leave for the evening. I wanted information on an iPad and she brought me to the iPad Air. That was it until I had to ask her questions about it in order to get information. Still, I did not receive any value of information from this young lady. Verizon and their workers at the West Covina Mall do not care about informing their customers. Then on top of it, I had to buy 3 accessories to get a discount. I thought to myself "ok, we'll I guess I need a phone case and screen protector." But Couldn't think of a third accessory to try to get my dang discount! The lady who was helping me already knew this information and brought out a black outlet box charger for my new iPhone13pro! It wasn't an apple but an off brand charging box and in a different color than the cord! These expensive phones do not come w the charging box?? Could have given me all this information up front instead of me wasting almost two hours of my time and hers. During this time, about 45mins before they closed, they were already refusing customers who walked in. There's no customer service here and beyond that, they lack product knowledge. What a shame bc I walked out of this store. Verizon should really train their employees on product knowledge and better customer service. read more

This was the worst experience. We came in and we're told the price of the phone. It was ordered for us. We came in to pick it up. They then told us that the price was $400 more and the plan was was another $5 a month. The manager had 0 customer service skilled the associate had no understanding of the plans he was selling. This was a huge embarrassment on their part and honestly enough to make me leave Verizon as a company. We were calm and patient as we waited for them to come up with a solution. They did not have any other solution other. read more

Don't waste your time at this store. They'll put you on a queue to be helped while the employees stand around and chat. I was there today around 5:30 pm and they told me it was a 30 minute wait. The store wasn't busy and two of their employees was just chatting with each other. A third, hostess/check in girl was just on her phone. Complete waste of time. read more

Horrible customer service from John at this location! We needed help to port a number, he told me to just call a number, I asked if he could call and help, he said "Can't you call yourself?" He could have helped rather standing in the middle of the store waiting for new customers to come in. Now I have to return to a local store because after I called that number, it asked that I bring the phone to a verizon store. read more

This place is terrible. Seriously Verizon banks on the service! However they should invest in their customer service. I drove to 2 stores in Glendora to end up here. Both places told me I would be able to transfer all my info w no problem. When I get to this store I am told that's not something they do?? Like idk how phones work. I couldn't transfer my contacts or pictures outside of saving things to icloud. Or if I wanted the s10 bad enough to leave my phone at the store while everything backs up and then download it via app. Gtfoh. NFC no Bluetooth, it's been done in the past no issue. Lemme take my $1000 elsewhere. read more

This store is very horrible. Starting with Manager Ray who said his name is Ray last name James. He completely insulted me the second I walked into the store. Will not go into too much details, but rest assure I am calling Verizon to speak to either a franchise or corporate office in order to report this manager. read more

BRANDON RODRIGUEZ should be fired from this place. WORST COSTUMER SERVICE EVER. This place is not taking care the costumer at all. They are very rude and texting all the time instead to take care the clients. NEVER comeback to this store. HORRIBLE read more

I called before coming in to make sure they had the watch phones I needed. They quickly checked and did! That was a plus.. I was referred to Yesi. I walked in, was greeted nicely and Yesi found me. It literally took 15 maybe 20 minutes (because we talked about our kids) to get me out of there. I was all set up and even received all the info I needed In order to switch from my current service over with my other phone lines. I am so pleased with the service in this store and from Yesi. My family and I are long time AT&T users and are ready to make a move after this experience. read more

This store is absolutely horrible. None of the employees seem like they want to be there. They all look super pissed and all have attitude. Beware of the guy named Mario. He is such a jerk and incredibly rude. I went in with my mom who was looking to upgrade to her first ever smart phone. She is older and had some questions but instead of making her feel comfortable and helping her pick out a new phone Mario told her to read the displays next to the phones and if she didnt like anything there was nothing he could do. I wanted to find a different employee but my mom felt pretty embarrassed so she insisted we leave. She felt so bad that I called Verizon's customer service and made a complaint. But I guess my complaint fell on deaf ears because... Another time I went in because my phone was glitching and acting up. It's still under warranty so I expected them to take it back and order me a new one. But of course not. I got Mario yet again. He told me to do a hard reset on the phone before they could do anything. Like I haven't already tried that. Mario told me to take it home try the reset again and if it still didn't work then I could bring it in. This kind of service and attitude is making me regret having Verizon. read more

Verizon is the best service ever. A new phone every 2 years, no dropped calls, unless I am talking to people with Cingular or T-Mobile, and im IN! The thing about this West Covina Verizon spot is that there is not one Verizon spot, there's 4. Yea! 4 in one mall. 3 carts and 1 store of Verizon. And get this! One of the carts is right in front of the store! Kinda over the top, but it seems fitting for Verizon, since it's everywhere. The plans maybe a couple of bucks more expensive that places like T-Mobile, but you really get what you pay for. Only if they had a competing version of the iPhone. read more

The employees here have no customer service whatsoever. Every Verizon store I go to has the worst service ever. This one takes the cake! If I can give no stars I totally would! Take notes from AT&T, verizon. read more

Horrible customer service my rude ass broke customer service representatives they put my account on hold after making me submit personal documents only to tell me to go to Best Buy after wasting my time. People here act like any of the stuff in that store is there's if they left the store with the merchandise without paying they would go to jail if they called in sick they would get replaced the next day that job doesn't give 2000 a month about you. Why are you guys acting like super Verizon employees you make all your customers unhappy I'll be reporting this location to the bbb and fair practices authority you need better education in how to handle customers when your the face of the company especially when your being recorded on camera. read more

Worst service ever, avoid this place, run away. Not sure if it was Sal's fault or the company policy, sad, very sad. Imaging having a paying customer leaving due to service, the phone was there, I was there, the money was there, service NOT. read more

This location has employees that are rude as hell. For some reason they seem like they didn't want to help at all and just dismissed the questions that I had about upgrading. Sure it was busy that day I visited but all I wanted was to upgrade my phone and they didn't want to help. All they did was stand around. read more

LIARS AND RUDE PEOPLE WORK HERE!!! I would take your business somewhere else!! Poor poor poor customer service all the way from the manager Louie to the sales person Harry. I am trying to reach a regional manager as they say they don't have one, to tell them exactly my experience at that store. Please if you want to do Verizon call the one 800 number do not deal with these people.. It starts off with they say they will not run your credit if you bring your own equipment that is Lie #1 Call The next day to say yes you did run my credit they say oh it's a soft hit that is a lie #2 When I called back to say no it's a hard-hit I am informed by Louie the manager that well that's what our corporate tells us that it's a soft hit. Really am I the only person that ya complained about this and you pawn it off on corp. lie #3 I called back today to see if my phone is unlocked from T-Mobile I talk with Louie I explain to him the frustration with putting a hard hit on someone's credit as it affects their credit score. He seemed interested asked what else I needed, I explained to him which takes a few minutes to do, he transfers me to Harry to see about getting my phone if it was unlocked (oh what customer service skills this guy has). He was rude he was condescending (see it wasn't his sale). I told him how it sounded like he was speaking to me, he Did not like that at all and proceeded to get worse. I asked speak to the manager again and as I was being transferred Harry said "wow what a piece of shit this guy is". When Louie picked up the phone I told him what Harry said Louie defended him and said he did not say that I told him I heard him say that and he said he did not as he was standing beside him, if you're keeping up we are at lie #5 now. I asked to speak to the general manager, Louie said we don't have one lie #6. I know they do.. SO ALL AND ALL POOR CUSTOMER SERVICE AND FOR THE MANAGER TO CO-SIGN WAS LAST STRAW. I have now called corporate and lodged a complaint with them I am hoping to be called I don't want any free things I don't want any free service I just want better customer service at the store!! I now see what these other people were talking about in the other reviews below.. read more

My family and I had AT&T for almost 15 years. After being with them for a long time we never thought of changing companies until we were being over charged from things that have never been mentioned to us. After asking around about different companies such as T-Mobile & others. Verizon had not only had amazing offers but also amazing customer service! We were helped immediately by Carl who was an great example of what a worker a should be. He informed us with everything and made sure we were satisfied with our decision/purchase at this store. To inform you guys that we left the store with a bright smile, 4 iPhone 11s, and an amazing plan for my family! Thank you for a wonderful experience ! Highly recommend coming in to check out the store and also to be attended by Carl! read more

Amazing Service! This is a real review , yesterday I took my wife and her family to Verizon here at the West Covina mall and me and my wife were attended right away by Carl , straight forward with info regarding opening 4 new lines with all 4 new iPhone 11s and not gonna lie this was by far the best deal you can get around this mall we immediately called my wife's parents to come and and cancel there plan at at&t and make the switch and we did ! Carl made it the best experience there with the best info and professional service will be bring more of my people with him ! Ivan & Alondra read more

Do not go to this store!!! You have been warned. This particular store is run poorly and you will get ripped off with hidden fees and false information. I came by after lunch and wanted to upgrade by phone, but they kept hard selling and would not honor the specials Verizon had. I even caught some attitude from one of the dude employee. (maybe he was new or commission based, IDK) I just turned around and walked out after that. read more

Excellent customer service and very helpful staff. Came in to the store with a question about my Samsung A20, and Kevin was able to assist me even though he was currently busy. Would definitely recommend to anyone looking for great deals on phones, tablets, etc. Verizon is the best mobile service provider!!! read more

Shout out to Kevin for assisting me the process buying a new phone & setting up my new iphone 11 pro. Gave helpful advice and information I asked for. Great service overall. Other employees seem professional as well. One of them was real pretty. Store is convenient to other shopping essentials since it's located inside the mall. Portos is right down the street from the parking if you'd like a bite to eat or a refreshing drink. read more

They lie to make the sale. They told me that if I purchased the tempered screen cover that it was a lifetime warranty and I would just have to go to the kiosk in the mall and let them know I purchased it at Verizon and it would be a free replacement. The kiosk charges you $10 for installation even if you install it yourself. They also told me that I would get a $12 credit a month during my contract for each phone I turned in to them when I switched to Verizon. I only got the credit for 1 month for each phone. I still had to pay for the phones through my old carrier. Lies. read more

The new store is nice, but the customer service sucks and the employees don't even greet when customers walk in. I just went there to make a payment and no one greeted or even acknowledged me. Had problems with them before with them misplacing my phone. So it's pretty safe to say I won't be going there. Oh also the employees are rude and don't seem to happy to work there. read more

I upgraded my dated Droid X with a Razr M, while the iphone5 was tempting, I just don't like apple phones. Needless to say I wanted to give the droid platform another try and I dealt with Robert Kochis. The sales rep left a standing impression on me since I've had less than stellar dealings with verizon stores and normally just order online. But based on word of mouth, I made my way to this location to handle my upgrade with Robert and also analyze my account useage to make sure that I was getting the most out of my plan. He broke down all of my possible options and really left the decision in my hands rather than trying to lead me down a linear commission path to close a sale and I really appreciated that. He definitely has a customer and repeat business from me with quality service like that. read more

I set up an appointment here because I was worried about long wait times. Turns out I really didn't need an appointment (Sunday). The place was packed with more employees than actual customers. I got there and Anthony answered some questions I had. I went home and weighed my options for my upgrade (edge or no edge), and returned. When I returned another employee tried helping, but I wanted to stick with Anthony. He was really helpful, honest, and efficient. Some of the phones weren't in stock, but that's not the store's fault (they're even back ordered on the website). He was helpful enough to process the orders so they can be delivered at home and set up our other new phones. We were there for about an hour and fifteen minutes which isn't bad considering we traded in 2 phones, bought 3 phones, and also got a tablet. By far one of the better experiences I've had at a Verizon Wireless store. read more

Will never be going back to this location. I came to this store on two different occasions in August. I opened a new line and asked for this line to include international calling and they told me it would cost $5. We were there for about 20min activating the line and getting my add-on. After we were done, I asked the employee if he included international calling. He reassured me that he had. Fast forward a month later and my mom uses the international calling and gets charged $15! Turns out the employee gave me Verizon cloud for $5 instead of International Calling! Called it in to customer service and they're not giving me a refund. The second time I went in was about a week after I had gotten the first line I spoke about in the paragraph above, so I didn't know they had lied about my international calling yet. Well, I added another line to my account and it was such a mess. We switched my nieces iPhone from AT&T to Verizon and the employee didn't tell us all the steps that had to be taken before the iPhone was finally activated with Verizon. My niece went 4 days without any service on her phone and we weren't expecting this because we weren't told about the full process of switching carriers. He told us we'd have service "in about 20 minutes" after he got done with his part. We got home, had to make calls to AT&T and Verizon and nothing was resolved until 4 days later. To top that off, he added Mobile Protection to that account WHICH I DIDN'T ASK FOR. So I had to call that in and cancel it. I think this is something Verizon does all the time. Two years ago I got stuck with HUM because they failed to tell me it was a 2 year contract. They just want to sell you things and add lines on your contract but don't give you all the information. It's unfortunate that you can't trust them to do their job correctly. You're already paying considerably more for their service, why do they have the need to rip you off even more? read more

They're nice... But make sure you check your receipt before you leave the store. I was helped by a guy named Harry. Really nice guy, he upgraded my iPhone 5s to an iPhone 6 plus put me on the edge plan. He was able to "give" me, not charge me $150 in accessories credit and gave me a case and a screen protector and later I find out in my bill that I was charged for them, as well as a $100 JBL Bluetooth speaker that I did NOT take home amounting to $158.02 on charges on top of my monthly bill. I came back 3 times within a week to handle it... The first 2 times he wasn't there and whoever helped me told me to come back and see him. Tonight I came and he was there but he was too busy and apparently he didn't remember me, which is understandable because these people probably see hundreds of people a day. I spoke to the manager who was asking me why it took me over a month and a half to deal with this issue and they won't do anything about it. Well, the receipt was emailed to me and I read the email but didn't click the link to check my receipt!! Now I'm complaining to corporate and I'm considering making it a legal matter. It's not about the money, it's about doing what's right for the customer. Make sure they PRINT a receipt, they'll try to email it to you... Check your receipt when these guys help you. Trust me. read more

I would give this a half star if I could. This is literally the WORST FUCKING STORE EVER. came in because I wanted to transfer my current number to an unlocked iphone and waited over a gdamn hour when the employee originally said it would be a 20-25 minute wait. NEVER COME TO THIS STORE UNLESS YOU ENJOY RUDE ASS STAFF AND WASTING HOURS OF YOUR LIFE. read more

I recently switched over to Verizon wireless since they offered a better monthly plan for me. I came in and was helped by yasser. He was so polite and answered all my questions. I definitely Appreciated the help from him and his manager. I Will be back when the new iPhone model comes out. read more

Got a pretty good deal. Got a case, screen protector and portable charger for less than 100 bucks. John was great! He put the screen protector on and everything. I was in and out of there! Thanks Verizon! read more

I want to thank Ismael Felix and his manager April for the wonderful customer service I received this past Sat at this Verizon store at the West Covina mall. In the past, I have been an operations manager and in retail for 22 years so I know great customer service when I receive it. I had trouble with my $250 MiFi Global USB Modem not working, and the Verizon tech on the phone did all she could, but we could not solve it so she suggested I take it and my laptop to a Verizon store. April met me at the door and was courteous and professional while I explained my problem. She took me right to Ismael and he started working the problem in detail. I did not know at the time that April was the manager. While Ismael worked on my MiFi Modem, I saw April attentively go up to each customer at the front door and treated them with good attention and helping them with their needs. This went on for half an hour (yes, that Modem was giving Ismael a good workout) and I was impressed with April's great customer service (and being a manager at that because a lot of managers just stay in the background and do not engage customers unless there is a problem). So kudos to April. And yes, like I told April, Ismael is worth his weight in gold. I was thinking I would have to spend another $250 for another MiFi Modem, but Ismael solved the problem with his good deductive thinking and experience! I was ready to pay for his time, but he surprised me by saying there was no charge! because I was a Verizon customer. But I had to go ahead and buy something in exchange for that great customer service. So I recommend this Verizon store and they have me as a customer for life. Thank you April and Ismael! read more

Came in to pick up a SIM card and they supposedly ran out. Wow pathetic, to top it off there was like 5 guys working hanging around and chatting while customers waited for them to decide to help. read more

Anthony at this Verizon store was amazing! He helped us with a replacement phone and we didn't lose not one photo or app. I highly recommend Anthony! read more