Verizon Wireless

Walked into the store Saturday afternoon at around 2 (March 5^th, 2016) & was greeted as soon as we stepped foot into the doorway! (First indicator of what our service would be like) the guy that first helped us set us up immediately with the sales (analyst? I think that’s what his name tag said) Vernon. As we waited for Vernon to bring us the new phone after talking over the plans, the manager came out & gave everyone in the store a cold water bottle from the back (Very impressive since it was a hot day & we were definitely feelin the heat)
Vernon was amazing! He showed us two different plans & was attentive to all of our questions. My dad & I usually ramble but he patiently listened to us banter the whole time & even playfully chimed in at times! He was a kind person & really seemed to care about us getting the best deal & not just making commission off of our sale.
We haven’t had really good service at this store in the past so my dad didn’t want to go. But it happens to be the closest one so we just went & we’re really happy that we did!
I saw other customers being approached & asked if they needed help. Everyone on staff seemed to be working very hard & when Taylor swift came on, one playfully sang while typing on a computer. The atmosphere is fun, the staff is great, & the service is phenomenal!
I’d definitely recommend coming back to this store if you’ve been before (& weren’t satisfied) because everything has improved.
Side note: as we were leaving, my dad approached the manager & told him what a great job Vernon had done. He was very proud & happy that we had been satisfied & I think that’s a reflection on what kind of manager he is. Anyone that is proud of their staff’s accomplishments is someone doing it right (& obviously he’s doing it right because we couldn’t have been more satisfied!)

Stay away from the Verizon Tustin at the District store!
Today, I called directly to Verizon customer care concerning my billing for the Hum device because a $ 40 activation was reflecting on my monthly statement. The $ 40 activation was not mentioned by Monica Todd when I signed up in December 2015; moreover, when I tried to return the device within my 30 day period as told by Monica Todd (which was false and denied by manager Dustin Walther), I again was told of no activation charges upon purchasing the Hum service. In fact, I was told by another associate in the store along with Dustin Walther that my $ 40 activation charge was going to be credited and removed thus nothing to worry about. Wrong! Verizon today, 1/​25, told me that it is required. As a courtesy, I requested credit due to the hassle with the store and they honored my customer satisfaction.
Below is an email I sent to a «mike grimes» store manager and supervisor to the manager Dustin Walther at the Tustin District. Due to Dustin Walther denied the return of my Hum device, I requested his supervisor’s contact and promised I was going to not let this nightmare experience go unaddressed. My email was never answer or followed up by anyone from the store. The email below explains everything…
«Hum service return — customer complaint —
Mr. Grimes,
I wish to escalate an issue involving the return of a Hum service device, and lack of customer care.
I purchased a Hum device on Dec 21, 20 015. At the time of sale, I was assured by Monica Todd that the device and service can be return if not satisfied within 30 days.
I contacted the Tustin store by phone on Jan. 16, and was told the device is returnable within 14 days, not 30 days. Moreover, the associate advised that holiday purchases have a Jan. 15 deadline. I was then told that Monica Todd would be available on Sunday, 1/​17, to discuss the misunderstanding further.
Today, 1/​17, I spoke in person with your manager, Dustin Walther, who denied the return based on the 14 day policy and the holiday return deadline; not to mention Ms. Todd was not working today as told. I explained that I was advised, by Ms. Todd, that I would have 30 days if I wanted to return the device not 14 days. He continued by saying I can come back to the store on Monday to speak with her concerning the sales conversation; and that his answer was „no“ on the return.
As a customer, the time and misunderstanding is unfavorable and regrettable. I was told a different return policy than what your manager is advising to me. This experience is not what I pay for or expect as a Verizon customer.
I am expecting to return the Hum service. I do not wish to continue this unfair and deceptive sale and customer experience any further. I hope this issue can be resolved without further action and complaints with Verizon, consumer reports, Unilocal,and the BBB as well as your executive level managers.
Thanks for your attention in this matter and look forward to your timely response.»
Pretty straight forward email, right? Never got a response.
Although I have three new lines with Verizon including the Hum, Im compelled to complete my contracts up to the point it makes sense to possibly switch carriers. However, I cannot deny Verizon reliability is the best. The service I received over the phone with corporate was great as well. Guess my best advice would be to deal direct with Verizon via their website and corporate customer service.
I implore anyone to do anything, go anywhere but the Tustin at the District store. Try the Verizon store in Irvine off Jamboree or drive a hundred miles to any other store to avoid these people at the District store. They will challenge your word against their sales associate then offer up the worst customer care I’ve experienced. Zero stars.
Fondly,
Pierce

This is the only Verizon that I will bring my business to. I have purchased several phones and tablets this year for my family.
The sales associates are always very helpful, the store is smaller so they are not AS staffed as some of the others but I’ve never had a problem with speedy service and low wait times.
I had a MAJOR issue getting my new iPhone 6s Plus a few months back… but I came in to this location and the manager did everything he could to remedy my problems and get me my new phone within 24 hours. Verizon corporate customer service had made a huge mixup, and I was PISSED. But the wonderful manager (forgot his name but he’s extremely tall) at this location were on top of it the moment I walked through the door, and I REALLY appreciated that.

Employees are nice. Not as busy as other stores however their system of seeing people causes a big bottleneck.
I just needed to get a gift certificate but I have to wait in this line. This line is not separated by the type of service you need.
Activating a phone will take longer. People expect to wait longer so that’s fine. But just to buy a phone case you have to wait in this same line. If there are 4 activations ahead of you you’re waiting like 30 – 40 minutes with no help.

I love this store mainly because how helpfull Kristina has been to me. Seriously without her very patient and informative help I now am enjoying my bundled service for my business and home and saving much more than previous plans. I will make this 20 mile drive just to have her help me in the future! I have yet to experience this level of non pressured genuine professionalism in any other store!

Be prepared for a wait. Got here 5 min after they opened, they told me the wait was 10min… currently been 50min and counting.

Came in at 8:57pm and they closed at 9:00pm. Verizon rep Lauren was awesome! She looked over my current plan to see if she could save me some money on my bill. I needed a new phone since my last phone took a dump. She helped find the right phone that I needed and also a tablet. Lauren’s customer service was top notch.
She stayed till 10pm to explain how to work my phone, installed a new case, and protective screen cover. She went over my new bill and what to expect and how she saved me some money.
I didn’t feel hurried at all. She stayed after hours to help me and that’s AWESOME CUSTOMER SERVICE!!!
I have 3 more lines that will need upgrading. I’ll definitely be asking for LAUREN’s help. She’s great!

Came in tonight to replace a lost phone. Rep John helped me out and was amazingly helpful, gracious, and genuinely a nice guy. He did everything he could to get me discounts on my phone… Which included encouraging me to grab a replacement phone my dad had given me to try to trade it in. It worked and gave me a fat discount on my phone. He also made nice small talk with me which I find endearing with anybody working in customer service. I LOVE the phone he recommended to me (Droid Turbo), and had a very pleasant experience here. This location seems to have some not so pleasant reviews but if you want to desk with somebody efficient and awesome, john is your guy!

Kristina at the District store in Tustin was attentive, professional, and made the experience of changing phones painless. I had been holding off on getting a new phone because I am always short on time. She was quick and knowledgeable. When I go back, I will ask for her.

Incredibly slow service, or lack thereof. After a REALLY long wait we went up and asked what was going on and they suggested just calling. So, just don’t even bother.

Best Customer service ever I just got new iPhone 6 with all accessories. very helpful and nice people working there I really appreciate their help they sell me a wrong portable battery charger and I came back and tell them, a very nice man named Jason the manager I guess he change it without any problem and also I didn’t had the receipt.
I just want to say thank you very much to them. I definitely recommend this place to my friends and family .i love Verizon best network company ever I. The whole US.

What to say about this incompetent and ignorant group?! Just save yourself the frustration and go somewhere else.

Just had the worst experience today at this verizon store. Needed a new phone, sales associate charges me for the wrong one. After about 40 minutes I get my refund only for her to tell me they don’t the phone I want and it will take 5 business days to get. What a waste of my time!!! Could’ve just said that in the first place if she was paying attention. Never coming back here again

This is the worst verizon store I have ever been to. The customer service is horrible. They don’t know what to do. The managers don’t know what to do. I had to call verizon corporate to get them to return my item. I think verizon needs to get their employees re-​trained. I will switch after this unsatisfactory experience.

I wish i could rate them at zero. WTF. this location sucks. Been waiting here since 8pm and its already 9:22pm. Half an hours after the closing time. The manager left with one other sale person even though we been waiting for so long and the rest could not care less. I am going to make sure the people who hire this freaking idiots know about what is happening at this location.

This location is perhaps the absolute worst location that I’ve been to in the OC. I do not frequent Verizon retail stores, but over the many years I’ve been a Verizon customer (10+), I worked with competent and almost-​competent people that, at the least, projected an attitude that they knew what they were doing. This particular store tops them all with the worst sales reps, worst customer service, and overall worst consumer-​buying experience…
I won’t write a novel to bore you with details, but I’ll list 3 main reasons why you should avoid this particular store at all costs:
1. Customer Service Reps are highly INexperienced and it’s apparent that there’s no «teamwork» attitude (i.e. when a fellow colleague/​rep cannot answer a customer’s questions, another rep should step in and at least offer up some further guidance).
2. Management needs work. Visually, I could see employees standing around and not paying attention to the customers. Employees took their sweet time chatting and laughing with each other prior to ANY sort of communication with ANY customer.
and 3. Customer Service Reps are disrespectful. I’ve been a Verizon customer for 10+ years now… and no, I do not feel that I deserve entitlements; but, I would appreciate if these same reps consulted me with less of a condescending attitude and more of a solution-​seeking attitude. (Not to mention the apathetic colleague/​rep that giggled at the girl who wasn’t able to answer any of my questions, all while having a schoolgirl conversation with her work buddy).
Thanks Verizon for such a crappy store! It makes your other OC stores so much more competent!

Horrible after hours service. Waited 45 minutes on hold. Web site very hard to email feedback. Pretty clear they do not want to help customers

They get an «E» for effort.
The store is very polished, spacious, new-​looking, and well-​organized. That’s where the positives end.
I was greeted at the door with a «Hello, welcome to Verizon!» A few minutes later, the same fellow came around with an iPad to take my name, my number, and the reason for my visit. He said there were 4 people ahead of me and that they’d get to me as soon as they could. I should have realized that translated to «never.» I just had a few questions regarding my company-​provided cell phone. I’ve experienced these pleasantries at T-​Mobile and AT&T and as much as they’re spun to be helpful, personal customer service — these initial interactions are more to help manage demand for salespeople at the stores. (They likely have customers arrive in «spikes.»)
So I wandered around, looked at phones, compared Bluetooth headsets, etc. About 15 minutes later I realized I was out of time and there were still 2 people in the store ahead of me. I left without my questions answered, and with no small degree of irony was late to come back to work.
Tip 1: This store likely has low reviews on Unilocal for a reason. They may have made recent changes to improve, so it’s possible you will have a better experience by the time you read this.
Tip 2: Don’t go to a store when a call to customer service will do. Stores are meant to sell to their local geographic region — 800 numbers are meant to handle national demand and (hopefully) provide faster service.

The folks here are awesome. I am not overly technical in nature, but they are patient and knowledgeable and take the time to explain things whenever I need assistance with something. I have nothing but good things to say about the folks working at this location. While the neighborhood Verizon stores are nice and convenient, this Corporate store can do so many more things that the smaller stores cannot do. I have been here many times, and I always walk out with a good experience. Keep up the great work!

Kashen was very help! I had questions regarding my cell bill and my sons phone and he was very helpful and suggestive as to what i should by for the holidays… I’m Jewish, unfortunately, I already purchased all my holiday gifts but thank you for looking out :)
Downfall was there were about 8 employees and I had a long wait to be helped.