Verizon

Short Version: This store screwed me over, and corporate had to make it right.
Full Story: I went in to replace my phone about a year ago. I was due for an upgrade, and needed a network extender for my house. I was given a Google G-​pad tablet as a free upgrade in addition to my phone. I was told it had 2G of data for the tablet, and was free with my cell plan. How great, a free tablet and it gets 2 gigs! I was told it was an upgrade offered to folks in my profession. I confirmed again and again it would not change my monthly bill. I graciously accepted.
Fast forward to now… I’m seeing all these commercials for cell plans costing $ 60…including from verizon. I’m wondering my my plan is about $ 100. I set up a myverizon account and looked at my bill. To my shock… I WAS BEING CHARGED $ 30 A MONTH FOR THE DATA ON THE TABLET. A tablet I was told was FREE, the data for which I was told was FREE and had no changes to my plan. In reality, they changed my phone plan by updating it to a newer one… and ADDED the tablet plan. My phone plan had dropped from $ 90 a month to $ 65 due to competition, so they just added on the tablet to keep my monthly cost the same and figured I wouldn’t notice.
Verizon corporate resolved the issue, which is the only reason I will stay with them. Next time I need service though, I’m avoiding this store.

Purchase Date: May 11, 2016
What a nightmare! Never will enter this store again!
My son and I went to this store to purchase a new Samsung S7 for my wife. It was a hellish experience filled with lies and apathy.
Entered the store sometime near 6:30 PM and was promptly checked in by an employee. My son and I watched the check-​in employee never leave the spot by the front door. Luckily, we were able to use the 40 minutes of wait time to review the phone specs and determine the specific model (onboard memory storage limit, color) I was going to purchase. Then, Ralph, the sales associate, met with us.
Initially, I told Ralph that I wanted to look at my data usage as well as purchase the Samsung S7. However, over the next THREE hours (that’s right — we left 30 minutes after the store closed), Ralph managed to lie and bullshit his way through a sale with amazing ease. Ralph lied through most of the presentation and literally had to answer one question (the colors of a phone) but he got that wrong because he didn’t know that color differences between the Samsung S7 and S7 Edge. And no, it wasn’t because he was confused as to which phone I wanted. Also, he had this fun habit of disappearing into the back for 10 minutes or so for every two minutes that he dealt with me.
My purchase of the phone was figuratively a ground ball at less than 3 mph and Ralph still managed to screw it up. I also kept calling him on statements that he said I made when I didn’t (exp: Ralph — «You said you didn’t care about data». Me — «No. I said I wanted to know about different data plans because I wasn’t using all my monthly data»).
Ralph also lied about the amount of data I would be receiving. Ralph told me I would be getting 22 GBs due to a promotion and added the amounts onto a piece of paper for me to see. As I was locked in the store, I saw that my GB had updated from 18 to 20. When I told Ralph that I was only getting 20 GBs, he told me to call Customer Service to see what they could do. I hadn’t even left the store! I did call Customer Service the next morning. The young lady I spoke with said that there was no possible manner that Ralph could have given me 22 GBs. In short, she verified that Ralph’s statement about the data limit was a lie.
Ralph wore jeans that hung down below his butt while he dealt with us. It was a bold choice for a salesman. Usually, I only see gangsters wearing their pants like that.
One week later, I submitted a rather scathing survey. Within a few hours, I received a call from Jasmine, who said she was an assistant manager from the store. I explained the same things you read above. However, she said I should be getting 22GBs because I had purchased TWO phones. After arguing with her that I hadn’t, she said that she would have the store manager call me back with my concerns. As of the day of this posting, I’ve never received a callback.
My wife and I have been with Verizon since they were a little company called Airtouch. Customer Service via the phone is always courteous and informative. However, the Verizon stores are not the same.
In short, I’ll never go into that store again nor will I send any friends or family members there.

My mom and I went to the Verizon store to upgrade our phones (3 phones to upgrade). The girl who greeted us as we walked in turned us over to a sales rep who I believe was brand new to the company. My mom and I went in to only upgrade our phones but of course he starts talking about new products that we are not interested in. After 10min of giving us the spiel of their new product. He then gives us the break down of the payment plan of the cost of 3 phones paying monthly, the initial cost of activating, accessories (that supposedly was part of a package), and chargers. Granted some items we wanted but we did not see any signs of packages regarding accessories!!! Our grand total was 625.47!!! This is for 3 PHONES THAT INCLUDED EVERYTHING. Aside from the large amount due I gave the sales associate my card to charge a ¹⁄₃ of the total and he ended up running my card twice in the amount of 625 and then the third time of 225. Throughout my transactions he kept going to the back office to «FIX» the problem that the system was having. After waiting an HOUR AND 15MIN my mom and I decided to leave cause we felt we where not getting the correct service when upgrading our phones and felt that we where over paying, something just didn’t seem right. I really hope my bill is not affected by his mistake because I did see some high numbers in his tablet.
Once I arrived home I went straight to the Internet to see if the online prices we a little better. I WAS IN TOTAL SHOCK AT WHAT I DISCOVERED!!! THE PHONE THAT I WANT TO PURCHASE HAD A 100 DOLLAR DISCOUNT AND WAIVED THE INITIATION FEE!!! AS I CAME DOWN TO THE GRAND TOTAL OF MY PHONE MY TOTAL OUT OF POCKET FOR JUST ONE PHONE WAS 68 DOLLARS. HOW THE INSTORE WAS CHARGING ME 225 REALLY BLOWS MY MIND. THIS WAS JAW DROPPING. AS FOR THE ACCESSORIES ILL BUY THEM ONCE I GET TO THE STORE.
VERIZON FAMILY. PLEASE BE AWARE OF PRICING AND DO SOME RESEARCH BEFORE MAKING AN IMPULSIVE PURCHASE. YOU WILL DEFINITELY SAVE MONEY.
UNFORTUNATELY I DON’T REMEMBER THE GENTLEMAN WHO HELPED ME BUT I WENT IN THE EVENING ON JUNE 1 AND IT WAS AN ASIAN GUY WHO ASSISTED ME.

Went in with a faulty Iphone 5 that had the microphone start acting up. I had gotten the run-​around x10 from the douchebags at the apple store at the mall who refused to help me unless I’d make an appointment online and wait 2 days to be helped… despite that there were plenty of «green shirts» standing around, and one was HELPING ME!!! But they refused to help me with my phone unless I make an appointment… despite having time, and despite interacting with me right then, wouldn’t even look at my phone. Fracking apple hipster jackholes. I drove to the Verizon store, they immediately helped me WITHOUT AN APPOINTMENT APPLE (*flips the bird at hipsters*) checked out my phone, told me the microphone was going bad, and pushed through the paperwork for me to receive a new phone in 2 days under my warranty.
With my next upgrade I’m going to get a Samsung Galaxy… screw you apple. Thank you Verizon.

The purpose of this review is to formally commend Torrey Paez GM, for the excellent customer service he provided to me throughout the entire process of making the necessary changes to finely tune our existing plan meet our new demands, with a much better, more affordable phone plan. In my opinion, the level of service that Torrey Paez extended to me, and my family was far beyond our expectations.
I am a Property Management professional for a nationally renowned company, and a state of California Licensed Real State Agent. I am not one write a review like this on an entirely unsolicited basis. However, in this case I was so impressed by the support and service provided by Torrey Paez, Ralph Monsod, and Jonatahn Rios a true team of professionals, in wireless communications that I felt compelled to go on record with my praise. They truly deserve it. In an era where exceptional one-​to-​one customer service excellence has virtually disappeared from this industry, the work that Torrey Paez, Ralph Monsod, and Jonatahn Rios put in during my unexpected visit to the Bouquet Canyon Valencia, Verizon wireless store should be held up as an example for others to try to emulate.
Sincerely
Daniel
U.S. Marine Corps Veteran of Operation Enduring Freedom ⁹⁄₁₁
Instructor — Marine Corps Martial Arts Program
Instructor — Special Operations /​Weapons & Tactics

Wish I could give zero stars.
I went in with a situation. I was given wrong information and lied to by an employee. The next employee to help was on her personal phone texting «hubby» the whole time. Right in front of me while she was on a store phone with customer service.
I went to get a manager. Not helpful, nor apologetic or sincere.
I talked with some co-​workers and friends about the horrible service. Everyone I talked with has also had HORRIBLE service at this location.
Someone recommended going to the Verizon on the Old Road next to Vons. I have since changed locations and they are great over there. I was about to pay fees to just leave Verizon all together. But, the Old Road location has changed my mind.
If you live in the area DEFINITELY drive a couple extra miles to the other location.

The customer service I received here was amazing. Despite a bad experience with corporate and Verizon all together the service I received here was great. The store did all they could for me and after 2 hours of talking with corporate I was finally able to leave with everything I needed. The employees at this store were great through it all though and helpful with everything I needed.

I was a «Walk-​in» customer. My girlfriend has Verizon & has better coverage in SCV opposed to my service at AT&T.
I was immediately approached by Frank, who was greatly hospitable, quick, attentive and helpful towards my inquiries.
I wanted to see how much it would be to switch from my current carrier to Verizon, on their Edge program.
After explaining the cost breakdown, he then also suggested adding a family line onto my girlfriend’s account and split my bill in half per month!
Frank also ported my number over & completed the entire transition just within 15 min.
I am super happy with my new phone and what great service to remember.
Thanks, Frank!

We were just in Verizon exchanging my husbands new galaxy phone for an iPhone 6s Plus the associate that was assisting us, Frank, was very courteous and helpful. He listened to what the problem was for the reason we wanted to do the exchange. And of course we all know there is always a restock fee and when he spoke with the manager the manager was kind enough to waive the restock fee! Yes, I have seen many bad reviews for this location but my experience was pleasant and the staff was very nice and attentive!

Was really bummed to find out that the website does not update their store hours or location hours and addresses accurately even use the website and called the number to find out that the store was already closed at six when it said 9 o’clock what a bummer Verizon is really starting to be a really junky business model

I came to this location to get proper information on cell phone protection screens as well as help putting them on. I was helped by Jasmine and was treated with the upmost respect courtesy. I enjoyed my experience here and Jasmine not only provided excellent customer service, but did a wonderful job executing the service for my phone. Thank you Jasmine! Highly recommended.

Absolutely terrible experience. I have been a Verizon customer for several years and have never had this kind of treatment.
I came in to get my upgrade, and when the employee brought out my new phone, he takes it upon himself to bring out accessories as well. When I decline them, he goes into a spiel (again) about how I still have «leftover money», and when I decline again, he tells me «No listen, let me explain it again». How about you listen to me telling you no?!
Very pushy and very disrespectful sales people here. I get upselling, but there is no need to be rude and try to make the customer think they have no choice.
Luckily for Verizon, their excellent phone customer service reminded that this experience is not representative of them as a whole, just this unfortunate store which I would not recommend visiting.

This is the worst store I have ever been to. no one knows what they are doing. Had to deal with an employee by the name of Sergio who basically hid out in the back while his supervisor «handled» my situation. If you want something done I suggest contacting Verizons executive office in New York. Never do business with this store!!!

Got a fantastic deal! My boyfriend and I walked into this store and a man named Sammy helped us out and was VERY helpful. Answered all our questions and did not try to sale us more than what we wanted. Everyone was kind and things were done in a timely manner. I’m very glad I switched services!

I have been a customer of Verizon Wireless for the past 2 years. Before that, my whole family has used Verizon for as long as I can remember. In all our time using Verizon, I have never seen such poor service and deception. Every chance the sales person got (his name was Andre), he tried to up-​sell us. Even after he broke down the costs to show us that it would be the same we paid before and said no to everything he offered, our bill was still $ 50 more a month. Not only this, but my wife’s contact numbers were not syncing to her new phone. They had the phone for a day and a half at which point Andre said, «I have worked on it for ‘4 hours’ and I just could not get it to work.» Yet when he got someone to help him, it took 5 minutes. When we said we wanted specific iPhone 6’s, he said that he checked the warehouse and they had none in stock. Yet when we start pulling out of the parking lot, he called us and said, «Oh I found two in the exact colors you were looking for.» I said, «Really? That’s a miracle!» Just throughout the whole process, Andre lied and deceived us and we knew it: he was a bad liar. I was so disappointed with my experience, here, and encourage people not to come to this store.
With that said, Verizon corporate is still the best. I called them when I got my bill, and they took the extra charges off that Andre added on without us knowing. I spoke with Dominique and she actually upgraded us from a 2GB plan to a 6 GB plan with basically what I was paying before. If I were to give Verizon Wireless — Customer Service a Unilocal rating, it is a 5-​Star. However this store deserves a 0-​star. Go to another Verizon Wireless in Santa Clarita and enjoy Verizon elsewhere!

Worst customer service ever, they love to bait and switch you there, they would rather turn you away hoping you will come back, worst store ever stay away from this store next to panda express.

This review is a piggyback on a previous review I made for the Stevenson Ranch Verizon store I made 4 months ago. It was all based on the same problem, I just forgot to write this review back then. It was probably a defense mechanism so that I could forget all about my experience. Sadly, I am running out of Verizon stores in the area that don’t irritate me.
So I basically came in here only to get a memory card, which I was told from the other store would repopulate all my missing pictures. I just wanted all my pictures back on my phone. «No problem» was what I was told when I came in. So they made me purchase the card, then the guy took my phone, opened the card package, inserted the card then proceeded to tell me I needed to download an app that will enable him to manage my photos. However, that didn’t work. Neither the memory card, nor the app brought any of my pictures back. So he then said there was nothing else he could do. So I told him I obviously don’t need the memory card because it didn’t work. He proceeded to tell me I can «return» it but would be charged a restocking fee. I was in the store for 15 minutes. I almost lost it. Finally, after some back and forth, he got approval from his manager to «graciously» waive the restocking fee. Fabulous. I uninstalled the app he downloaded because it was pointless, just like my visit.
A week later, I found a memory card and inserted it in my phone. «Miraculously» all my pics repopulated and my phone was back to normal, and without any frivolous app to manage my photos. This was after weeks of hassle and problems from two different Verizon stores, who couldn’t help me do something I did on my own in 3 minutes. Needless to say, I am going to explore other options or retailers for phone assistance in the future.

Do NOT go to this location. At all costs.
Being raised in Santa Clarita all my life, I know for a fact this is the first Verizon Store in SCV. That being said, I find it so ironic that, for a place that sells SMART phones, the associates are anything but. I guess the same thing can be said for a generation attached to their electronic counterparts.
Back in December ’15, my mother treated herself to a new iPhone 6. She bought the unit from an Apple store, but it had to be activated at a local Verizon store, since it was a device upgrade to an existing account. Oddly enough, she told me that she had to wait 2 hours in this store to do that. I thought that she was exaggerating. It turns out, that she wasn’t.
Keeping her experience in-​mind, in hopes of proving her wrongI, myself, recently ungraded my device. I purchased it through eBay (for a cheaper price). After picking it up from the local SCV post office, I figured, just head straight to this Verizon store, since it is on my way home.
I walked-​in, & of course, no one bothers to come-​up to me. That’s fine, I can flag someone down.
I checked-​in, gave my phone number, & patiently waited.
After checking-​out pretty much every single device in the store to bide my time, I saw a fellow customer being assisted for the same service (device upgrade). I overheard this particular associate (a multicolored/​dyed-​hair Hispanic female) explain that not every one of the associates are permitted to handle «device upgrades», as he was complaining of a long wait time. I figured that I would be next after him, as I had been waiting for what reaching the hour mark.
After a while of browsing my own phone, I noticed that this customer was gone. My patience all-​but gone, I went up a random associate — David (who is arguably the only saving grace of this horrendously-​served location), & inquired when I could be served.
He asked me if I had checked-​in, I told him that I did, a very long time ago in-​fact, & he still logged-​me in anyways.
I then told him that I wanted to upgrade my device, & he did so within a minute. Wow. If only I had known.
I sent a text when I was in the store — that was at 2:53pm. I left this store at 5:19pm. That is 2 hours & 26 minutes of my life that I will never get back.
Case & point: if you think that they forgot about you & let other people who have come-​on after you be served before you, that is exactly the case.
I will NEVER ever come to this location ever again.
I do not care if I have to drive out of my way.
Do yourself a favor, go to the Valencia Blvd, Copper Hill, The Old Road, or hell, even go to Northridge before going to the horrendous location.
Honestly, if it came down to going to this particular location or switching carriers, bring on T-​Mobile.
0 stars if I could rate it so.
Oh & here’s a tip for all the millennial workers who have nothing better to do & fool around — if you see a customer who you have not yet served, go-​up & ask them.

The date of this review is December 2014 — January 2015.
In early December 2014 I called Verizon to upgrade my mobile phone. At that time I was told when I receive my iPhone 6+ to surrender my iPhone 5 to receive a credit.
On December 16 I went to this Verizon store to surrender my iPhone 5. We waited there for well over two hours before we were serviced. The young service girl offered us a Tablet as a compensation for «waiting too long.» I asked her how much it is going to cost me. She said nothing other than you pay the sales tax which was $ 25.49. I specifically asked if there were any other charges or recurring charges and she said no. I asked her for a receipt, but none was provided. When my monthly bill arrived, and much to my dismay, I was suckered with almost $ 100 in extra charges for this Tablet. I immediately called their 800 number and explained the situation. I told them that I have no use for this Tablet as I already own an iPad. I asked that I return the Tablet and be credited with the extra charges. I was given a reference number and told to go to the store to physically return it.
On January 20 I went to this store to return the Tablet. The sales people informed me that I cannot return the Tablet because I should have returned it by the 18^th. They also informed if I want to cancel the contract that I never signed, it would be additional $ 270.00. Moreover, the sales person told me that the 800 person was wrong and gave me bad information. I was furious and vented my steam at the store.
Once again I called the 800 number and escalated the problem to a manager. Unfortunately I was unable to cancel the connection to the Tablet as I was beyond the return period. He told me that it was my responsibility to read the contract when it was presented to me at the store. I told him I was not provided with one when I asked for it. My complaint went nowhere.
So now I am stuck with this Tablet and its charges for the next two years. All through not my fault.
I told these people, I am a senior living on a pension, and I cannot afford these extra monthly charges. Short of telling me to fuck off, I got nowhere.
This is the epitome of fraudulent and dishonest business practice. I encourage all of you that have taken the time to read the reviews, DO NOT DO BUSINESS with this Verizon store and its people. Simply put, CAN’T TRUST THEM!
+++++ Update to this Review +++++
I called Verizon headquarters in Florida and after being pushed from one extension to another, I finally talked to someone responsible. I explained to her what happened to me and she referred me (connected to a three-​way call) to the Southern California Regional Director. Once again I had to explain to him what happened. Here is what I ended with:
1) The line/​connection to the Tablet was suspended and no further charges will appear on my bill.
2) To compensate for «our troubles», $ 10.00 off the monthly bill for two years.
3) The charges for this month will stay. «Sorry! That’s our POLICY…»
So at the end, it was the best I could get out of the A-​holes. Again, I was reminded it is always my responsibility to read the contract (which was not given to us in this store).
My rating of this store remains unchanged.

I just had the most horrible experience at this store. I was trying to return the «free» tablet I was talked into buying last week after finding out that I was going to be charged monthly for the device.
The sales associate was manipulative and pushy — doing his best to make me keep it. One manager lied to my face about the existence and availability of another manager. And, it took an hour to finally be allowed to return something that was bought under false pretenses.
The sales people here are motivated my commission and quotas, not customer service. They will swindle you just to get a dollar-​amount bonus for selling you something you had no intention of purchasing.