It is crazy! You come in, you don’t see many people in the store and it turns more than an hour and a half of waiting time. (and they don’t tell about this when you check in) Only one or sometimes two representatives working at the same time and customers here just waiting hours in the line and don’t see anything happens. The line almost doesn’t move. Do they give discounts for hours of waiting? Don’t think so! You’ d better not come here!

While the store is nice and spacious, the customer service I received was awful. I went in trying to determine if switching to Verizon provided a good enough deal towards getting a new phone. Not only was the employee dismissive, he also didnt know what he was talking about regarding promotions. I ended up going to Best Buy to preorder instead with the same exact deal I tried to describe to the Verizon employee (just to clarify, the deal I got at Best Buy was a Verizon promotion).

Great Customer service! Scott is the best!

Scott is absolutely amazing!! I dread having to go to the verizon store bc i hate the long lines and having to remember all my passwords! LOL! I had a situation today where one of my phones shattered so bad I couldnt see the screen at all. I went into the Laguna Niguel store to get it fixed and there were TONS of people and I just thought it was going to be a rough day for me. But instead Scott was there to save the day!! He offered me the best customer service i have EVER HAD with Verizon in over a decade of being a customer there! I will go back and if anyone reading this has to go, request Scott! He is seriously an angel! So incredibly grateful for my experience today!!! He ported my phones over so fast, so easy and it made my whole week! Thank you Scott for everything!!!!!

Very knowledgeable & proactive rep took great care of us. Bought a new phone & he saved us a lot of money. ($1K less than what would have happened over the phone the previous day, & in 1/3 of the time, too!)

Very unorganized crew. Be prepared to be there all day.

This is the best store in all of OC. Great selection or products and inventory. The representatives at this store are amazingly friendly and knowledgeable! Christian my rep is a great salesman and deserves a promotion. He helped me return a new phone i didnt want and ordered me the correct phone. He spent over an hour correcting the mistake and took care of all my phone issues. I will stay with Verizon because of him. Thank you!

Very helpful and friendly staff. Knowledgeable, and provided information for what services werent available at the store.

The line was about an hour long but that’s to be expected during COVID. As soon as you get in line they come out to greet you and assess the issue and you get text updates about wait times. Once inside Jason solved my service issue in less than 5 minutes. I am always wary about wireless stores because I hate high pressure sales tactics. Jason was not pushy at all and was knowledgeable and friendly and fixed my phone and I was on my way. Very pleasant experience.

The idea of having a store is to get emergency help.I had an issue with my phone and I needed a new Sim. They dont have appointments they are booked and easy say 🤨 they will tell you it is 3 hours wait.Comeon go a head and close the store no need .I am really angry at this poor Verizon management.

Very fast effective and kind service.

Josh, his manager and the rest of the staff did a great job for us. Thx!

Consistently bad service and horrendous wait

It so cool

The employees are very attentive to all of my needs, and they do listen.

I love Verizon after 2 years. Came in to inquire about a phone I wanted to buy and had all my questions answered. Ill be back as soon as the phone I want is released

Worst experience. Been having issues with the Note 10 Plus, decided to get a new phone. Spent over an hour in the store due to technical issue however the other sales associates were cranking out customers. They dont have anything in stock so they have to order on our behalf and sent to our home address. Our community has had issues with the mail service that I asked if I could have it shipped to the store and Ill come pick it up Apparently its not allowed. (Side note, if you listen to one of the many annoying automated sayings, they state it can be shipped to the store for pick up).So they email my confirmation order and I see that its missing something. So I check the request change and type out your missing the watch order. I then get contacted the next day by the sales associate who helped me. Shes like why didnt you approve it the order. I explained it missing the watch. But after some discussion say fine leave as is and Ill approve the order. She tells me shes going to re send the order and check the approve. However Im on the road and I cant do it from my phone. So I leave early to get to a computer and I cant approve the order. I tried calling the sales person back, line disconnected. Called Verizon service center, OMGRD if I had to listen to the damn automated tell me to check the text life coach every 8 seconds. No I want to speak to a human being. So finally get a coach person who then tells me he cant look the order up. He disconnects, what the H. E. double hockey sticks. So I call back wait on hold, the guy calls me back. Then transfers me to some other branch asking my FED EX tracking number. Like I dont have that I have a Verizon Order number. Im really sorry but outsourcing to India is driving me nuts. They cant help and the guy keeps cutting me off and doesnt help. So I google the store where I placed the order, guess what it doesnt go to them. It goes back to Verizon Call Center. Their like you havent approved the order and Im trying to explain that it doesnt allow me to approve the order its grayed out. Then magically her line disconnected as well. Total time spent between the store and the Call center cluster 2.50 hours. Still dont know if the phone is being shipped since I cant approve the order. Before you ask yes checked at the other Verizon store on El Toro and they dont have in stock either. So you can add another 15 minutes to my total time spent wasting my life on this cluster. The reason why I gave it 1 star is because each star represents the issues with each person Ive had to deal with and they dont have an option for negative stars. Plus if your going to work from home please get a better mic and maybe not have a fan blowing into your face. One of the people I had to deal with was apparently at home. Connection was poor.

This place is the absolute best!!! Not only there customer service is good, but the prices are even better! When I was going to get my Google pixel three, I got it for so cheap and it works so good! I got it for about 150-200 $$ and you might think its trash but its probably the best Android in the store

This Verizon can get too busy and wait times are outrageous. Some of the staff isn’t very knowledgeable or they just tell you whatever they need to just to make the sale. Then come to find out months later when you have already signed the contract either Verizon. That is not gonna be honored in that way and you are paying more than you thought. Also issues with device right after sign up. That brings you back to the store multiple times before you can use your brand new iPhone 11. After you still need to go to the Apple store to have your brand new device unlocked. The whole experience put a bad taste in my mouth and I hate going to that Verizon store location for any reason since that situation occurred. I would rather drive farther to a different location just to not have to deal with some of the employees working at that location. Ughhh so annoying!!!!! 😌🙃😏

If i could give them a zero i would. They will make sales and never tell you about fees that will show up months later. Could be $40, could be $400. The sales staff is probably one of the most inept group of people Ive had the displeasure of meeting.

They were great.

Nice place

Scott Reese was an amazing help to me and my wife who were ready for an upgrade to the new iPhone 11. He was extremely knowledgeable and patient with us and made the whole customer experience smooth and pain free. Excellent service and attentiveness. Thank you!

Be very careful at this store. The representatives are not properly trained to provide a seamless transition from an old phone to a new one. They are more interested in making the sale than ensuring the customers information is saved and restored properly. I lost 80% of my photos and 90% of my photos while transferring to new phone. Additionally, they story wipe my old phone clean BEFORE confirming that the restoration to my new phone was satisfactory.

I highly recommend you do not bring your phone here. The staff is not trained properly. Yesenia locked me out of my phone for hours. I missed my daughters open house because of it. They did not offer me any incentives for my trouble. I went in to get a gizmo watch for my daughter and she convinced me to switch my plan with AT&T to Verizon. While doing so she forgot to unlock my phone first. It took Drew hours to clear it through AT&T to get my phone unlocked. I do not think either of them were trained properly. He was saying he was just a friend helping me out to unlock my phone when talking to AT&T. Um no, you work for Verizon and Yesenia locked my phone. Not owning up to there mistakes, I finally got my phone back at 7pm and was not a happy customer. You would thing they would be more careful with peoples phones seeing that its there job.

I highly recommend you do not bring your phone here. The staff is not trained properly. Yesenia locked me out of my phone for hours. I missed my daughters open house because of it. They did not offer me any incentives for my trouble. I went in to get a gizmo watch for my daughter and she convinced me to switch my plan with AT&T to Verizon. While doing so she forgot to unlock my phone first. It took Drew hours to clear it through AT&T to get my phone unlocked. I do not think either of them were trained properly. He was saying he was just a friend helping me out to unlock my phone when talking to AT&T. Um no, you work for Verizon and Yesenia locked my phone. Not owning up to there mistakes, I finally got my phone back at 7pm and was not a happy customer. You would thing they would be more careful with peoples phones seeing that its there job.

Verizon is a good company That is where I bought my phone Most of my equipment

No one to help you. Cant walk in. Appointment only.

This location is operated by Verizon corporate. The difference between the corporate stores and authorized retailers is night and day. Thought parking in the middle of the work day was not as simple as it should have been, I was greeted in the store by a friendly face and helped immediately. I informed the representative that I had spoken with customer service rep on the phone about a new product by Verizon and had been assured it was available in the store. The in store rep had never heard of the product and confidently told me that it was not made by Verizon. He then refused to look up the product up and began trying to sell me a product that was twice as expensive. I excused myself and left the store furious with the service I had received. I once again reached out to Verizon via the phone and was told that the product was only available online. Frustrating.

Scott was super helpful. Thank you Scott!

Awesome! Easy Quick Exchange and Purchase.

Best store EVAR!

I went into Verizon to inquire into adding my son to my plan. Shahin was very nice and helpful.

Whenever we go to the store to get them to try and get our phones to work, low memory, super short battery life and all they want to do is sell us new phones. We have insurance on the phones, we should be getting new phones because of the bad batteries alone. We had a jet pack that we lost 4 years ago and even when we told them to turn it off, we hadnt noticed but they had charged me $10 a month for the last 4 years and they wont credit me anything. If they dont hook me up with some new phones they are going to lose a customer of over 25 years.

Very helpful. Short line. Not allowed inside, but able to answer my questions.

Great customer service. Angela answered all our questions and guided us smoothly through the process. This is our second pair of cell phones from this store. There are a lot of Verizon stores.... This is the only one I recommend.

My iPhone 7 pooped out from water damage while on a business trip. I needed a new phone and Nabil not only helped me with that, but also helped me with our small business lines and was able to lower my costs. He was very knowledgeable and is a fantastic employee. Thanks Nabil!

This is by far one of their better locations, the store in Lake Forest has the worst customer service, there main goal is to always say no....

If I could give them 0 stars I would. If you plan on doing any business with this store, I promise you will regret it. This was by far the worse customer service I have ever experienced in my life, and I’ve been in the industry for 10 years. The store is over staffed filled with lazy workers who like to sit and twiddle their thumbs all day besides actually working. STAY AWAY FROM THIS STORE.

They were understaffed the night we went in to get our new phones, and they didnt have one of the phones we needed, nor the covers in stock. Would have rated lower if the person helping us wasnt so friendly and helpful otherwise.

A HUGE shout out to Juan at Verizon in Laguna Niguel! He was so helpful with the issues I was having with my Business account. He took the time to try and get me the answers to the questions and frustrations I had with spam filters (Not offered with Business accounts🤬) we purchased an iPad, had to go to Costco before they closed, and when we got back he had it all set up for us. He definitely was great to work with.

Maybe it was because we went there at the end of the day, or maybe it was because we didnt buy the most expensive device, but I felt hurried and like they wanted me out of their hair. This mirrors what I felt was bad service several years ago when I took a broken device in that had been recalled, but they simply accused me of breaking it and wouldnt help with it. Even though it helps take away someones job, thats why I prefer to purchase from Verizon online.

My attempt to buy a new phone took much longer than expected. What I expected to be a 15 minute transaction took nearly 45 minutes, which was a disappointment. Despite this, the service I received was excellent and I did eventually walk out with a Google Pixel 2XL ready to go when I got home.If you want a better experience buying a phone, consider waiting a little while and buying one online.

Laguna Hills store best place to find a phone,its the largest Verizon around!Lots of friendly staff, less wait

. Had to quit being a costumer.They always find a way to charge more.I been forced to leave them and go to TMobile.They are not half as good as Verizon, however I cant afford Verizon now.

The assistant that helped my husband and my self was great. She was very knowledgeable knew what she was doing.

Jeff one of the Managers is the absolute worst and lies straight through his teeth I went in with proof that his rep made fraudulent changes on my account and now my bill his higher than usual. When I asked what he could do for me she just folded his arms shrugged and said “nothing” one word are you kidding me the absolute worst customer service I’ve ever experienced I will never be going back to this location and seriously thinking about leaving Verizon. Thanks for showing me Verizon’s true colors Jeff!

Really awful experience. I came in with a simple return of an UNOPENED item I bought online because when I contacted Verizon they said just take it back to any store and I wouldn’t receive a $59 restocking fee since the shopping box was unopened.So, guess what happened? I drove from Irvine down to this location to return it and an older Indian man literally refused to take it, instead he OPENED my unopened package to look for a return label that wasn’t there and then turned me around and told me to do it myself.I will never go back to this store again for any reason. I wish there was a -10 stars option

The store on Pacific Pkwy is fabulous they always address my problems with skill and a positive manner. They always help me with things that other Verizon stores say they cant help with. I will stop wasting my time going elsewhere and go directly here from now on. Great sales and technology class departments as well.

If I could give less stars I would. Went in today on my lunch hour to get help with my new Samsung Galaxy10 charger. The gentleman that got me signed in was nice enough. He told me to wait by one of the tables and someone would help me. I just needed a new charger or see why my phone wasnt accepting this new charger anymore. Thats it! Thats ALL I needed. Got there around 12:10 and at 12:40 I walked out. No one helped even though there were 6 to 7 employees there only 2 were actually busy trying to help troubleshoot. Verizon needs to seriously spend the money to train people who can actually help their customers. This was a ridiculously colossal waste of time. This is why Verizon gets such a bad rap.

Service depends on person who helps you. One was rather rude, but mostly good experience. However service is better at corporate store in Irvine.

If you like getting different answers from different reps and surprises on your bill then deal with these guys. Verizon may have good coverage but they have too much business to really care. As a 15 year customer I can tell you their customer service has gone downhill and theyll say anything to keep you as a customer but fall far short of delivering on what they promise.

It took over 4 minutes until someone greeted me. Never told me his name and never asked for mine. Seemed preoccupied with customers coming in the door after me finally related me problem and was told it was common. My phone battery seems to me running a lot. By the time the day is over from full charge its at 66%. Seem less ke thats a lot. I dont use my phone a lot during the day I asked about storage useage too. He couldnt tell me what I could remove.Not helpful at all. Pretty k ch dismissed me when others came inWill not go to this store for help again. Time to find another store / carrier.

Honestly I never write bad reviews because I work in retail and know how it can be, but without fail each time I visit here the staff is rude and just not very helpful. Tried to tell me I needed a lawyer to change the name on the account, then when I said Id just take my business elsewhere the guy conveniently remembered that I can just log in online to add myself as the primary account manager. Funny how that works.

Verizon is such a complex, multi-facited entity. Its hard to get a straight answer from them. Luckily, the rep at this store was not like the shucksters Ive dealt with in the past and simply helped me work thru an issue I was not able to resolve online.

Poor customer service verizon.DREWIve been loyal with Verizon wireless for almost 20 years I came over to swap service from one device to another device.(( Troubleshoot not receiving picture text message)) DREW was hope less they just want to sell new device / services. they Dont really Care to help current costumes. He didnt care less. alsoI tried with AT&t prepaid service for one month and the service covers are better especially in Laguna Beach AT&t is better. Verizon wireless no bueno!!And the price is about the same.

This is a Verizon corporate store so the service is pretty good. It can get crowded during the day and you might find yourself waiting for up to 15 minutes for the next available associate but Ive always had a good experience.

This place is terrible!! Worst customer service I’ve ever had. The manager kicked out a customer because he was trying to come up with a solution for himself. All the employees just stand around looking like they have no idea what to do. I’d rate this store 0 stars if I could! Save yourself time and go somewhere else.

The worst experience I have ever received from a mobile phone service company. I have lived in Africa, Australia and now the USA and Verizon Laguna Niguel is by far the worst service provider I encountered to date. They made promises and I have still not received their reply after 2 months! I would give no star if I can.Gus, I am still waiting for my 2 x $300 mastercards that was promised to me if I take the 2x jetpacks. This was promised on 15 September when I visited your store by Shahin.

It is beautiful store but they are very pushy! I barely walked in and someone immediately asked for my phone number, not even a hello beforehand. I did appreciate that they asked for I.D. to verify my account.

The best experience. Recommend to all people I know. I always like Verizon.

Ordered my Samsung galaxy S8 online and picked it up at this location. Took less than 30 minutes to get the confirmation email its ready for pickup, not bad. Pick up at this location was quick, a sales guy tried to get me into every accessory possible but nothing unexpected, he was cool. Not a bad Verizon store, its pretty big.

Knowledgeable staff, easy purchase, easy parking (near store).

Staff is helpful but the wait is ridiculous

The food is excellent...... I drive from Santa Ana for it. Very authentic very traditional and very healthy awesome portions.

Nothing wrong with the employees. Remained level-headed and cool despite my family members being very terse with them. Helped me pick and repair a phone Im mostly happy with. Store could use a womans touch, though.

Good people. Understaffed. Slow. Customer service needs work.

Love this Verizon store and he has all the latest phones and gadgets however one thing is every time you go in there theyre always trying to sell you something more which probably isnt a bad thing if you work for the company Im sure thats part of their job

Moderately crowded, but quickly serviced. Got exactly what I needed and out the store in no time. Typical upsell, but no con game (like last time).

The service has improved greatly since the last time I bought a phone. Helpful polite and open with information

The guy who we bought phone from knew nothing about it, other than well its a new model I bought 2 phones and it took 2 hrs to be rung up and out of there. He didnt know answers to any questions and said a book with instructions is in the box. Will never go back. Cant wait to be DONE with Verizon..

I had an appointment and they honored it. Sucked I didnt get done what was needed since there was a glitch on their end but great store and friendly staff.

Handsome gentleman helped me and was so patient with me. I repeated a couple of questions about iPhone vs Goggle Pixel since I just switched to the Pixel. Felt as though I was having buyers remorse, but with my concerns taken care of Im all set with my choice of the Pixel 3. Beautiful name he had and now I cant seem to remember. Anil? Namil? Im sorry! Great service 👍

Good place to go if you have a Verizon phone or want one. This is an official location you dont want to go to third party locations. They are really nice and helpful, and give you a great deal.

Nice store. Looks really updated. Gets a little busy but the associates are nice. They always push their different plans and ask that, but thats every Verizon store

Worst customer service I have ever seen. Male SALES employee aggressively insisted on selling me on a new phone and accessories when I came in and told him I came in for 1 thing for my current phone I did not want to get rid off. Slammed the phone on the counter when he finally realized he wasnt getting a sale from me. 2nd time in a row I have had a horrible experience in this store. DO YOUR RESEARCH BEFORE BUYING FROM HERE, THEIR DEALS ARE NOT AS GREAT AS THEY SELL YOU ON IT.

Excellent Service!!! They do get busy but are always happy to help in any way, some people forget it is first come first serve and they need to have patience.

One store was closed down the other store did not have my information I got nothing resolved

Do NOT go to this Verizon store unless you want to be treated like dirt under a farmers boots. I walk in only to ask for a minimalistic answer, but was immediately told something so small could not be done. I understand that in retail you only make money on sales but you also get paid for being a rep bc *cough* *cough* I was one of those reps (little did he know). FYI just because you don’t make a sale doesn’t mean you do not help that customer. Oh wait, what was the minimalistic issue might one ask 🥁... a SIM card change. Now as a previous cellular sales rep it was quite easy to resolve this specific situation in multiple ways when the system is shut down.. One) he could have written the sim down and processed the transaction later two) called customer service to ring out the transaction three) given the sim number to the Verizon store where the system was working and processing the transaction later. I gave him all three options while on the phone with another Verizon store manager who stayed on the phone so the sim could be processed on a working system. The manager of THIS store was unwilling to take any initiative to find one solution of many suggestions given by the customer (myself) who was a previous cellular rep and the store manger on the phone. The manger at this location instead gave me comments such as “I could do it, but I don’t want to”, “ I’m not going to go around in circles” and then “you have to leave the store” without any hostility given. I went to the next nearest Verizon store and was taken care of without a question. If anyone should be reading these comments I sure hope it’s this managers boss. I’ve never received or seen bad customer service while being a customer nor in my 15 years of customer service. I shake my head in embarrassment for this store and the customers that witness that interaction and I’m sure other interactions. 05/13/2019

I purchased a new phone for my mother at Bestbuy. I needed to switch the service from here old (no SIM) phone to her new phone. There were quite a few customers but plenty of customer service representatives & we were helped right away. In & out with a new working phone in about 15 minutes. Way to go VZW !

I went here two years ago when I was looking to upgrade and the kid who help me was not helpful and in no way looking to actually help me rather than just make a sale to make his commission I assume.Today I went back as I was having issues with my phone and Asurion customer service along with Google customer service were useless. Also couldnt get a person on the phone for Verizon Customer Service. Anyway I was approached by Drew. Being in customer service all I wanted was straight answers and he gave them to me and it didnt sound like he BSing as most people do. At first it seemed like he couldnt do anything for me whi h was fine as long as I got the answered I needed but right before I was going to walk out he asked a co-worker something then brought me to the register. For a few minutes did his thing after taking my IMEI number and got a replacement sent to my home. Now this rating will stay at 5 as long as I get my phone and hopefully not charged for it since he never said anything. But very helpful.Also all those other workers just standing there, at least look busy. Hell you can even play on your phone and call it research so do something. Especially dont just sit down (that goes out to the one random dude just chillin).

No help what so ever.

This particular Verizon store has the most knowledgeable and friendly employees of all the Verizon stores I have been to. Customer service is excellent.

Ryan was awesome and servicing my phone needs in a timely manner thank you sir and have a great day. This why stay a Verizon customer for life.

Johnathan was awesome, very patience walking us through our phones which was galaxy 9 note. Plus a accessories.

The customer service person tried to help but was unable to find a solution because she is not been given proper training. Evidently Samsung has eliminated providing training to their Verizon corporate office storeswhich I find a little distressing and very counterproductive since theyre supposed to be be able to help the customers that buy their phones.

We worked with two different people in the process of switching to Verizon for our whole family. Both guys were knowledgable and helpful. A very pleasant experience! Thank you!

Good service and friendly people. I was satisfied

Sean was great. He was so patient with my 95 year old Aunt. She was learning how to use her Iphone.

I always struggle with Verizon online to get the help I want but this store has been nothing but a 5-star experience for me. They seem quite busy on most days so you may have to wait a little bit but once someone gets to you, you dont feel like theyre pushing to get done with you or trying to sell you things you didnt ask for. I went in there a number of times to inquire about different plans, contract renewal, early upgrades... great experience every time.

The service is terrible at this location

Customer Service at this store is non-existent. Weve bought countless phones through this store and have been with Verizon since LA Cellular days. We also used to buy from this store before they moved across the parking lot. They want to give you more lines or give you devices you dont need to lower your bill becuase they get something for it. Once they find out that you just want to pay for a phone or pay the difference in the phone cost all hands are off and they treat you horribly. We will be ordering phones online from Verizon and talking to their phone customer support from now on.

Yesena went above and beyond to help me with a challenging account question. Thanks for exceptional service!

Great customer service. Mgr Rob is the best

They was very helpful, and I could get answers for all my questions.

Terrible service. Wanted a new phone but sales clerk left me to figure it out on my own. Maybe because Im old?

Fast customer service, however one man was rude. I felt like I was forced to buy something without having an option to choose what I wanted. The man was very impatient and just wanted my money.

This store is the worst verizon store I´ve ever been. I waited more than 1 hour and no one helped me. Too slow staff.

I bought my phone from Verizon very good store the people there are just as great

I regret purchasing at this store and recommend buying online. Customer Service is horrible. Employees do not know how promotions work with Verizon and are just pushing equipment. When working with an employee for a promotion code, they spent close to an hour speaking to Verizon. This happens in the back room. When asking another employee for an update during the hour they disappeared for 10 minutes and came out with onion breath. This is not how you provide excellent customer service.