This is my local store. My iPhone 16 ProMax is less than a year old. I go in to ask about the insurance plan, a new case and screen protector. They got nothing for me. Fine, I get it. But the sales guy tells me to try Amazon. Then tries to sell me home internet (which I've already got, and it's mediocre at best). Hey Verizon, it's bad enough you're not interested in helping your most loyal customers, but the attempt to upsell is just shady and unnecessary. read more

I had the most amazing customer service experience at this location. My move from AT&T to Verizon was seamless and I'm saving quite a bit of money with better signal across the board. I also switched my internet from Spectrum to Frontier through this store and saved even more with superfast upload and download speeds. Mind blowing. I'd like to personally thank Sara and Tab for helping me on my visits. They were extremely professional, well informed and kind. Kudos to the team in Westlake Village. read more

My review is specifically for Edgar's customer service. I had a large unexpected charge on my bill, after having difficulties over the phone I decided to come into the store. I'm so glad I did! Edgar took time to explain everything to me, looked at my bill in detail and helped resolve my issue. I highly recommend anyone coming in to go to him as he is very patient, knowledgeable and very helpful! The world really needs more people in customer service like him!!!!! Thank You read more

Staff is nice but the office always seems way understaffed. I just went in to drop off a return and the wait was 5 people deep who had been there an hour. They can't even find time to stock the pick-up lockers. read more

I had an extremely frustrating and disappointing experience with Victra Verizon. From the beginning, I was repeatedly given inaccurate and misleading information about pricing and billing. Despite clear verbal assurances, my bills were consistently higher than what I was quoted and agreed to. These conversations were documented in writing and through recorded calls, yet the issue was never properly addressed. The store manager, Sergio, was involved throughout this process and was fully aware of the situation. Unfortunately, there was a continued lack of follow up, accountability, and resolution. After multiple attempts to resolve the issue, I transferred all of my accounts to T Mobile, who covered the payoff as part of the switch. I am now preparing a small claims case against Victra and escalating the matter to Verizon corporate due to what I believe are deceptive business practices. Based on my experience, I cannot recommend this location to anyone looking for transparency or honest billing. read more

Absolutely crap this place just like most verizon stores always a line , not enough staff employed to deal with demand , not enough chairs to even sit down whilst waiting . I came here a few months ago as well to change my plan I was rold by the verizon employee to call a number and as per usual there was no human being to talk to to rectify the problem. Avoid this place and verizon in general !!! For Christ sake verizon get a grip !!! Useless!! read more

Shady, arrogant, incompetent clowns--no matter which rep you get. Smug commission crooks who lie with mixed messages and outright BS to scam you into sneaky extra charges and upsells. Their garbage tactics cost my family hundreds more per month for years. Customer service? Pure nightmare--hours wasted on hold with more deflection and incompetence. Finally escaped these bait-and-switch scumbags and switched to AT&T via the Costco switcher program: new phones, old Verizon balance paid off, and our bill is now literally HALF the price. What a massive relief--good riddance forever, never dealing with these clowns again. RUN! read more

Waited for over an hour to turn in my phone. Everything's set I just need to hand them my phone

I'm pregnant and almost slipped walking to my car from Verizon store. This is so dangerous and I'm here for my business phone account every other week. It's a liability for me and my coming baby. Management needs to take care of this. read more

Verizon - What's going in front of Verizon??? - Mobile Phones Near Me - Westlake Village, California

I stoped my here twice different weeks and the last time I almost slipped over this water bundle and when I came back to pick up my phone it's still there. Nice location but this is a risk for me and anyone who's older. read more

Verizon - I almost slipped and fall in front of Verizon store. - Mobile Phones Near Me - Westlake Village, California

Back in the day, Verizon was a great phone provider. For some reason, now it seems to be just as bad as all the others. The service goes out all the time while I'm driving and listening to my Bluetooth device, so much I get aggravated and turn it off due to missing so much of the dialog. I purchased a new phone and plan, then cancelled it because they screwed up the transfer so bad and now my bill was horrendous. I wish I didn't have to have a cell phone, I can't afford it anymore. read more

I went to transfer my info from my iPhone to my Dads old iPhone. The lady was very nice. It was 2 hours to transfer all the information and at one point the manager told me I could get an iPhone 16 for free and only pay $55 a month. He did not tell me that this would erase all of my history because he lied and said I was a new customer. I have been getting $10 off for years because I am a long time customer. Well, it's not $55 it's $70. When I went into the store to find out what happened he tried to trespass me from the store. I instead called Verizon from his store. I think this manager should be retrained. It's not $55 a month. I've lost my $10 loyalty off each month. I went from $35 to $70. read more

Very horrible service. Do not come here. Do not buy a phone from this Verizon. Really bad service. They tell you they will be 20 minutes when it takes an hour. And they lie about the wait time and they lie when they say they have texted you!!! Really bad customer service really bad service read more

The worst customer service I have ever experienced The staff did not meet and greet when i opened the Door. The manager and the assistant manager thought they are from the movie scarface. Customer experience in the store was horrible. I went to activate the 4 lines of phones, I returned all the equipment and I walked out. I was very polite and courteous. When I walked out, the manager started laughing with customers inside. read more

Verizon - Mobile Phones Near Me - Westlake Village, California

Worse store ever. I needed to speak with the manager but manager was not on site till noon, no assistant manager or even in charge according to the associate who came to check me in for my appointment. Wait times exceed over an hour. Just purchase 4 lines 10 days prior and had to deal with the store with a lemon phone they sold me, never going to go to this store ever again. They definitely need to hold a training session and rearrange quite a bit so customers are not dealing with this crap. No wonder they have 2 star rating!! I wish I checked their ratings before doing business with them. read more

They will remove some of your services to come across as saving you money, but once they lock you you are stuck in a contract for 3+ years. The store manager Rudy says he will call you back after talking to corporate but wont. You are better off doing any business online and ordering online where they have online only specials. ( wave connection fees, etc..) Take screen shots to get it in writing. Then if they change or sign you up on something different. Rather than wasting hours with incompetent tech open a notice of Dispute form against Verizon: https://www.verizon.com/about/privacy/nod/notice-dispute-form This will at least get you in contact with someone at Verizon who has at least some ability to resolve the problem and can do more than say "I am sorry to hear about your frustration" Then disconnect you an hour later when supposedly transferring you to a supervisor in who knows what country.. File the dispute and if that doesn't work you can take them to small claims and with proper documentation you should win. It is just very frustrating and time consuming. So document that and include it in your "damages" To dispute a Verizon charge in California and take them to small claims court, you must first attempt to resolve the issue with Verizon customer service by submitting a written "Notice of Dispute" form regarding the disputed charges, then if unsuccessful, file a "Plaintiff's Claim and Order to Go to Small Claims Court" (form SC-100) with the appropriate California court, including detailed documentation supporting your claim. Key steps: Contact Verizon customer service: Reach out to Verizon customer service to discuss the disputed charges and attempt to resolve the issue directly. Submit a Notice of Dispute: If unable to reach an agreement with customer service, send a written "Notice of Dispute" form outlining the specific charges you are disputing and the reasons why. Gather evidence: Collect all relevant documentation supporting your claim, including billing statements, emails, call logs, and any other evidence proving the error on Verizon's part. File a small claims lawsuit: If Verizon does not address your dispute satisfactorily, file a "Plaintiff's Claim and Order to Go to Small Claims Court" (form SC-100) with the appropriate California court. Complete the form: On the form, clearly state the amount you are claiming, the nature of the dispute, and attach copies of your supporting documentation. Pay filing fee: Pay the required filing fee based on the amount of your claim. Serve Verizon: Once your claim is filed, you will need to properly serve Verizon with a copy of the lawsuit. Attend court hearing: Appear at the scheduled court date to present your case to the judge, including your evidence and testimony. Important points to consider: Check your contract: Review your Verizon service agreement to understand any specific dispute resolution procedures or arbitration clauses that may apply. Small claims limit: Be aware of the maximum claim amount allowed in your local small claims court. Legal representation: While not required, you may choose to consult with an attorney to assist you with your case, especially if the dispute is complex. read more

Verizon - https://www.verizon.com/about/privacy/nod/notice-dispute-form - Mobile Phones Near Me - Westlake Village, California

In a word...AWFUL! All the branches are and it won't change....we came in to get new phones.....of course, if you sign up for 3 years with Verizon, the phones are "free".....of course I already knew nothing is ever free so 200.00 later, we walked out with the 3 year contract and 1 phone....the other "free" phone was out of stock and had to be ordered. We were going to be out of town so it was to be sent to the Verizon store and held until we returned. While we were out of town, I received a notice that we had not picked up the phone so it was being returned and we would be refunded the "free" charges. I tried to call the branch directly but NO LUCK getting a direct phone number for that branch..it kept going to Corporate who had NO clue as to what to do so now, I get to go back to that branch and go through this all over again...ridiculous that the staff can't get this straight. read more

Just worked with Andy to help switch away from Verizon and he was an absolute gem. Usually carriers give you a super hard time when you want to switch over. No hassle, I was absolutely in my corner and was fully respectful of my decision to switch away (because I have no service in my home). He even helped me on had a negotiate with other carriers in the future. Really great experience, super appreciative of Andy being in my corner! read more

Verizon - In front of the Verizon store - Mobile Phones Near Me - Westlake Village, California

Very bad experience Bought 2 iPhone 16 Tried transferring data After 12 hours of "downloading" - I tried again. No error message at all - just "transferring" or "continuing"went to Verizon store to activate and find out why data doesn't did not transfer Waited 2 hours. Told to come back with other phone. Came back with other phon. Waited 1 hour. Verizon guy telephoned a help line and left me. Asked him to walk me through it. Said he couldn't but did not say why. Other reps stayed with their customers Instead he just hung out with another Verizon representative. I asked him again. He refused again to walk me through installation. I asked for his supervisor. She was the other rep who heard our conversation but only responded when I asked for his supervisor. In a few minutes she got the 2 phones activated. Wasted time. Poor customer service. read more

Useless in person and via telephone. The guys who work here seem to have smoked too much weed. It took over an hour for them to pull up a final bill. Then when I later called in the guy Dave was unable to access my account and his response was was, that no one remembered helping me earlier read more

I would give my experience a negative 5 stars if I could. Absolutely the worst customer service experience of my entire life! The store manager should not be a representative of the Verizon Wireless name. I had a terrible experience with him picking up my new phone that I ordered over the phone. I confirmed on the phone that my order was ready, and I could pick it up at the Westlake Village location. The manager told me that there was no order under my name. He then told me that there was one under some girls name. I asked him if I looked like her. He then told me that there was nothing for me and he could not help me. I found out that he, himself, had canceled my entire order. I asked him why he canceled my order, and he said that it wasn't in stock, so he canceled it. I raised my voice, trying to ask him again why he canceled my order, and he called the security guard over and had me thrown out of the store. So, he initially told me that he did not have my name on his list of orders to be picked up and was very rude and said that he couldn't help me. I then looked up my order online, and it showed that my order was canceled. I call Verizon on my phone. I was informed that my entire order for my upgraded phone was canceled by the store manager. He was the one who canceled my order! I went back into the store and told him that I was informed that he was the one who had canceled my order. Then he admitted that he did cancel my order because it was not in stock. When I placed my order, I was told that this store had it in stock, and it should have been reserved for me to pick it up. He was lying to me. He then told me not to raise my voice to him and then had me thrown out of his store by the security guard. read more

Verizon - Mobile Phones Near Me - Westlake Village, California

Totally USELESS for walk-in tech support. They used to be good @ that. No more. That's the new generation of VZ store 'support'. Couldn't be less supportive. Don't care unless commission is involved. My Mom walked in needing on-site help to figure out why her phone functions are failing. They were of no help. She left in the same exact situation as when she went in + added frustration. They don't want to help w/ tech issues. They only want to sell expensive products to you. Otherwise, they don't give a flying turd. Turns out, when I was able to look @ her phone, her data had been turned off & she didn't have the latest iOS update. THE 2 MOST BASIC THINGS EVER but they missed?? I'm not even trained & I was of more help than they were. For added fun, the 'manager' will do things like take out your SIM card w/o your knowledge & then when you call back asking why your SIM card is gone he'll admit he threw it in the trash. W/o telling you. I told her next time skip these clowns & go to the Apple Store. read more

horrible experience. This place needs to close down. it's lifeless inside. No greeting when we walked in. Waited over an hour and there were barely any people there. also, the music sucked read more

These guys here are awesome. Amazing customer service. Yes, you will have a bit of a wait because its 2025 and you're at a Phone store. I had to switch my iPhone 12 to iPhone 16. Insane amount of issues on MY END because my phone is stupid and these guys handled it. Best Verizon store in the area. read more

Customer service is very poor, I do not recommend this place. Fortunately I am taking my business and money to a better company, where I can receive service. read more

Quite possibly the most infuriating shopping experience, ever. Painfully slow process, a check-in system that makes zero sense, rude employees, and employees who know virtually nothing about technology. I watched three employees literally spend 45 minutes trying to apply a screen protector. Not one of them could do it. Meanwhile, customers just sat there, angry and confused as to why nobody was working. Someone else referred to this location as the DMV. Goodness, I'd take the DMV any day over coming back here. It's like nobody is operating with any kind of urgency in this place. Seems like the employees are more interested in needless conversation than helping to move things along. When there are 10 people waiting for help, spending time with a customer to talk about dog breeding for 15 min is annoying. The check in process here also sucks. They do schedule appointments online, but walk ins are treated like trash. Three separate employees told me they would check me in. But when they started checking people in, they checking in people that just walked in. As a result, I was quoted a wait time of 2 hours to see a person. Sorry Verizon. I came in ready to buy an iPhone 13 Pro Max. I left after waiting an hour in frustration. Verizon has clearly lost their way when it comes to customer service. read more

Staff here is knowledgeable and helped me with exactly what I needed without pushing for more sales. Much better than the place in Newbury Park which was predatory in my view. They are busy but have a sign up system that gives you real time update where you are on the wait list. I'd come back. read more

Never in my life have I had such a crazy customer service experience. Went into this location and made an appointment. An hour later we were helped. This was after watching 3 employees coming out from the back and standing in the corner chatting with about 8 customers waiting to be helped. Upon being approached, the Verizon employee then had to call the general Verizon help desk to help us. We waited 30 minutes for an advent to pick up who could barely hear or understand us. Not sure if the reception in the building is bad or not but this makes me want to switch all of our lines to ANY other carrier besides Verizon. Have been Verizon customers for 25 years and this is the worst we have ever seen the customer service. Do yourself a favor and drive farther south to be taken care of at the next closest Verizon center. read more

I've been a Verizon customer for the last 20 years. I contacted this store, but no answer. The recording stated "we're unable to answer as we're assisting customer at the store". So I drove over to the store. There was a security guard posted at the front door (really?) and he asked what I needed. After I told him my business needs, he said he would get someone for me. There was one couple waiting outside besides me (hardly busy). I looked through the window and saw 6 employees standing around doing nothing but having a good time among themselves. One came out and asked what I needed. I stated my business. He replied by stating that due to COVID, I had to place my order on-line, then schedule for in-person delivery... Really? It would appear to me that COVID has become the excuse for substandard service! How annoying! How disappointing! If this is the new business model, then I will conduct my business on-line, while opting out from doing business with this local store and if it closes for good, please don't blame it on COVID! read more

The service is bad and they charged me for my husbands iPad after he died. I presented them with death certification. Spent hours trying to work this out. It is their policy to continue charging after a death on equipment unused. read more

Charged me for Plan and Phone protection that I never agreed to EVEN after I confirmed what charges would/would not be. When charges were discovered on my account (same day) I tried calling their number, but it goes directly to Verizon main line who has no idea/knowledge of how to contact physical store front...what?? And of course when phone was returned (same day) we still had to pay restocking fee. Do better Verizon! And stay away from this place, they will cheat you. Update; found out (from Best Buy diagnostics) the original phone was not damaged - just needed a new SIM card, that the original error messages were stating was the problem but this Verizon store denied. Was able to go back and get new SIM card from this Verizon store, and Verizon corporate refunded us the $50 restocking fee. read more

Almost doesn't feel worth leaving a review since the rating here is already reflective of the customer service. But, sharing a few things from my experience in case specifics are helpful to others: - Heavy push on adding a new line ("saves you money that way - no need to even use the line!") when I came in for a new phone. I assume there is commission attached to new lines vs straightforward phone purchases. My guess is that Verizon can then later increase per line costs and you wouldn't notice or be able to change anything since you're locked in? In any case, just know that's what they'll push you to do and know whether you'd be interested beforehand. - As soon as it was clear I didn't want another line (j'ust' the $1100 phone purchase), the entire effort was about getting me out the door asap. Does this come in other colors? Nope (it does I learned later). Can you help me activate while I'm here? Nope, you can do it at home, here's the box (it's standard practice for them to get you set up). Do any of the cases on the wall fit this phone? Nope (they do). Sell screen protectors? No (again they do). All in all I'm not sure that it's worth my time reviewing a place that is already so low on stars but I do think helpful for others to potentially know to come in with better knowledge and perspective - or honestly go to apple or Best Buy where the business isn't about upselling your plan but instead getting you the best phone! In retrospect would have done that so a word of advice. read more

Shouldve known better before going into this verizon. The reviews of this location is an accurate reflection of their quality of service. Robert is a terrible manager. read more

Lynda provided "Excellence in Service" today and I so much appreciated her patience in helping to resolve the issue. Thank you for your kindness, expertise in technology and patience. This store has been getting poor scores for more than a decade if not more. I was lucky to have Lynda today to help me. read more

Customer service from Daniel was absolutely perfect. He charged both of my devices and transferred my information over swimmingly! I had done it at home, but all my information did not transfer over and it was very frustrating. I had gone to another Verizon before coming to this one and the customer service was so subpar and dismissive. Daniel was pleasant to other customers as well. He helped a lady to her car in the rain and helped her locate some items. What a diamond. It was worth braving the horrid rain to encounter his assistance. Give that guy a raise! I recommend anyone to come to this Westlake Village location! read more

I had a excellent experience at the Westlake Verizon store. Eddie was great straightforward. I was in a pickle he troubleshoot the issue handled quickly and professionally. Extremely knowledgeable and gave me a lot of options. I highly recommend Westlake location. The staff goes above and beyond to help. My Go To!​ read more

So let me start by saying this store has very lazy employees I show up at 10am right when they open, the "manager" proceeds to check me in, then say's there's only one rep till 11AM first of all if you're the manager why would you only schedule 1 representative to help customers on a Monday.... that was the first sign of stupidity, I then wait for about 15 minutes the guy in front of me is still trying to figure out how to get a new phone It baffled me, then 5 more people walk in the store, I then ask the manager are you going to help people or????? He then responds "I am checking people in" aka you are doing nothing to help the line of customers. This place is a joke, I went to the Verizon down the street and they got me and upgrade in 20 minutes. Do better. The bald headed manager that is about 5 foot 2 needs to be fired immediately usually I'd have compassion for ones lively hood, but after reading everyone else's horrible experience, please get that dude out of there he is useless. read more

Terrible across all levels pay a lot of money for terrible service. Bunch of do nothing in store. FU Verizon

So unprofessional and unorganized. One lady by the name of Jenny told me that I should be appreciative that she helped me. She said she didn't have to because I did not have an appointment. read more

I'll add to the 1 star ratings to just say BUY YOUR PHONE AT BEST BUY! They will help you fix old phone, find you the best deal and actually help you with good advice, setting up phone, etc. I'm sure some of it is bad company policy, but these employees were terrible - not customer-service focused, but just trying to get their commission and get you to buy a new phone at full price. I will keep Verizon service because it's good in my area and I basically have to, but I will NEVER buy a phone there again or deal with them any more than I absolutely need to. Marcus, the manager, was particularly rude, particularly when I said that I didn't think it was legal or right not to let a customer pay upfront for a full retail value phone and that I'd be complaining. If it were truly company policy - rather than them just getting their commission by making you finance - why would he care if I complained? And they were unable to show me anything in writing that said that I was not able to just purchase a phone rather than putting it on my bill (which causes me all sorts of headaches based on how my billing is set up). There was a lot else that was not OK in how they treated me, but I did call 611 and got the monetary issues resolved in my favor, and I was able to get the same phone for $300 cheaper and a much better set up experience from Best Buy. read more