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August 2024 by Bo Waltz
What a waste of space. I went there two different times and both times the staff said they couldn’t help me and told me to go home and call the customer service number. They couldn’t even put in the effort to call customer service with me and said I had to do it on my own. Dealt with 3 different staff members and all of them were so reluctant to even talk to me. I guess it’s possible I just caught them on a bad day, but two days in a row… had to leave this review and warn others to not bother wasting your time here. Go somewhere else or call customer service yourself, since that is what they will tell you to do anyway.
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July 2024 by TBA B
Service was fabulous! My phone has had issues making and receiving calls for about a week. I have spent hours on my husband's phone trying resolve the issue. Francisco is fantastic and was able to resolve the problem. I am so thankful that.he took the time and effort to troubleshoot. He was almost ready to give up and check one last setting for the win! He rocks! This experience is why Verizon earns my business and staff made the difference not just the network.
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July 2024 by Steve Crane
Came in at 5:45. There was no one left in the store and they wouldn’t even answer a few basic questions because the were closing in 15 minutes. He tried to say they still had appointments coming in. They were really bad during Covid and they haven’t changed. They will now leave a response that tries to excuse it. No thanks. Done with this place for good.
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May 2024 by C M
Andi is a prime example of what it means to do your job to the best of your abilities. He as helping another customer in the store and immediately greeted us, offered everyone in the office waters for their wait, and just had an upbeat presence that makes a tedious task to the store enjoyable. The pleasant security guard at the front door is the cherry on top!
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May 2024 by Himateja Madala
Absolute worst experience in this store. First thy are crazy busy on weekends and ask you to come over weekday ( which I can’t because we all have to work). And then they make you wait for 1 hour enquirinf in bits and pieces as to why you are in the store. If Verizon wants to retain its customer then they better have more folks for support on the weekends because we all have better things to do on the weekend than wait for an hour just to even get information. And in the end they would not even give me a copy of my bill because that particular day I didn’t have my physical ID with me. They have my phone number and I am their customer for 3 yrs and atleast I deserve to get a copy of my bill which I am paying. If that was the case they should have asked me my ID when I stepped in and not after an hour of waiting. The manager there is the worst
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March 2024 by Victors S.
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.
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February 2024 by Debbie Mello
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) | 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.
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January 2024 by Pam C.
I am still waiting on resolution on my issue ! I have been waiting since October of 2023 and as of today nothing has happened, no contact from the manager or from the owner. I have hope but how long should I be patient? Please if anyone is thinking of using this place I would ask you to think twice and then twice again!
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January 2024 by Susan M.
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.
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January 2024 by Debbie M.
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.
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January 2024 by Steven Lopez
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 look 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.
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January 2024 by Lucia Choquette
We had a wonderful experience thanks to Stephanie Ramirez she was extremely kind, patient, professional and with a great attitude!
We highly recommend her.
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January 2024 by Joe Carl
Bought 3 new iPhones and still haven’t had the chance to activate mine cause Christian and this location can’t do their jobs and don’t care about customers. Told me I was on different plan from my family plan (not true clearly if I’m on a family plan). Was told by the employee I worked with he would call me Friday and it’s now Tuesday of next week and never called. Still haven’t taken my phone out of its box cause this location and its employees don’t care about its customers. I’ve called and texted but the employee that left me his number has ghosted me and has been worse help than a benchwarmer. Go somewhere else as I regret it. Verizon customer service will respond this and say sorry but it’s b.s. and they don’t care go somewhere else
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December 2023 by Steve L.
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.
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November 2023 by Michele R.
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.
