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July 2024 by Арина Куткеева
George Emir, very nice guys helped us ? we went to Verizon many times, no one helped us like that, these guys were great and solved a lot of our questions! We give 5 stars and everyone recommends that you contact these guys!???
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June 2024 by Ricardo Duarte
I picked up a new phone and it was ready to go.
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June 2024 by Santiago Vazquez
I recently had the pleasure of being assisted by Mario at Verizon, and I couldn't be more impressed with his service. Mario was incredibly patient and knowledgeable as he helped me navigate the purchase of my new phone. He took the time to understand my needs, answered all my questions thoroughly, and provided clear and helpful information. His friendly demeanor and professionalism made the entire experience seamless and enjoyable. Thank you, Mario, for your outstanding assistance – you truly went above and beyond!
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June 2024 by Steven Galstian
Anthony was so sweet and so helpful! No doubt will come back for his help! :)
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June 2024 by Cody M
I’d give this place 0 stars if I could.
Ordered a phone online and was planning to pick it up a day later. About an hour before I was going to go get it I got an email that the order had been cancelled because I “hadn’t picked it up yet” (Verizon said I would have 3 days to do so, it had only been one).
Tried to call the store to figure out what the deal was, but of course I got looped into a robo-menu that put me on with a general customer service rep who told me “well I see the cancellation but don’t have any more info because they didn’t fill out the details section”.
Okay… so I go in person to the store to figure out what happened and assumed I could just upgrade my phone there. Except no, it turns out they cancelled my order because someone else came in and “ordered 12 iPhones so I don’t have any more stock”.
Uh… okay? The money had already left my bank account, but apparently that isn’t good enough to have reserved one of the stock? Guess they must have a some rich vip special service the rest of us don’t get to experience.
The only option they gave me was to wait a week to have it shipped or drive an hour out of my way to another store that had it in stock, but based on my experience I doubt I can really trust that information.
0/10 service, guy who helped couldn’t even be bothered to apologize for the completely unnecessary cancellation of my order. Absolutely unreliable customer service from an absolutely unreliable company.
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May 2024 by Anush Yeghiazaryan
Good carrier.
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May 2024 by Narek Peters
I don’t know much about this location but want to mention TONY particularly. This young guy knows exactly what to do and how to fix the problem very fast. In 20 min he did the work that no other location could in hours. Thanks for having him VERIZON))))
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May 2024 by Spencer Williams
Trust every 1-star review: They're *EXPERTS" in how to *avoid* work. Unless you're *only* buying something, they will find a way *not* to help you. I get jobs in retail are hard but... Want to read a short story? It's a true one.
You can't make this up:
I walk in. This dead-eyed kid asks, "How can I help you?" I put my hand out to shake his hand and offered my name; he literally did not move, stared me in the face for 30 seconds, my hand still there, before he said, "How can I help you?" again. Repeated it like a robot. I said "Oh, that was a little weird." He says..."I don't shake people's hands on account of Covid." I said, "Cool, I respect that, maybe lead with that in response next time, instead of staring at me then doing that." He said, "It' cuz we see so many people here daily."
..."Cool, like I said, I get that just... Y'know let's wipe the slate clean and start over. I was sent here from 2 other stores for an upgrade after talking to someone on the phone. Then someone here sent me to Best Buy. There, they said I'd have to do it in-store, online, back here, then have it delivered."
Pause.
Dude says, "Yeah, you have to do it on the phone." I say, "Great, let's do it." He says, "No, you have to do it on the phone."
..."Right. See, I talked to them on the phone. They sent me to a store. That store said they were the wrong store, and to come here. Someone here said, 'Go to Best Buy across the street.' They sent me here to do it on the phone, with you present."
"Yeah, you have to do it on the phone."
"Can I do it on the phone here?"
He says, as if I'm a child: "See... it'll be someone from Verizon on the phone who will do that for you, talking to you."
"Uh huh. I did that. They sent me here."
"We won't be able to help you."
... I say, "You're about to get a Sicilian hex on you. And we practically invented Medusa."
...
"We can't help you."
...So. They will not be able to help you.
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May 2024 by Tyson Gorsuch
Adrian had the worst customer service I have ever seen, completely apathetic. Please be better for people looking for assistance. Won’t be using this store ever again.
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April 2024 by L. Valle
My spouse and I had an excellent experience here a little over 2 years ago during our last phone upgrades and so we came back hoping for the same level of service.
The incompetence we experienced this time was not worth coming to do our upgrades in person. The worker who processed our new phones was unfriendly and took no initiative in providing any helpful information and when asked questions, he gave 1-2 word answers that turned out to be incorrect. The store wasn’t even busy at the time, so I’m not sure why he was rushing us off and being so unhelpful.
I was told I would receive a kit to send in my phone trade-in (the worker, I think his name was Adrian, claimed we couldn’t do this in store) and it never arrived. Instead I received a notification from Verizon that my bill would be going up because they never received my trade-in.
I called Customer Service and they were able to resolve the issue by sending me a QR code so I could take my old phone to UPS and have them set up my trade-in package, while also providing a 15-day extension so I wouldn’t lose the promotional trade-in credit amount applied to my account. Customer Service also informed me that because this is an official Verizon store, they should have been able to take my trade-in device and process it for me, or at the very least print me a UPS label.
I will just do everything online in a couple years when due for our next phone upgrades.
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April 2024 by D P
Please file a complaint with the Better Business Bureau regarding this store if you experienced a problem. I am filing one now.
The salesperson negotiated a trade-in with us. We complied. We brought the phone home to remove necessary security from our workplace. When we returned the phone, we were told we were returning the wrong model and they would not accept it. The salesperson who documented the entire transaction and made the mistake by cataloging the model as Pro when it wasn't. The salesperson documented condition, value, and Device ID/IMEI identity numbers. If the numbers are cross-checked, it will be clear that the numbers recorded should have identified an iPhone 13, not an iPhone 13 Pro. My husband was treated like a theif and the manager muttered 'there is nothing we can do, there is nothing we can do', just like prior complaints detail. We will file a small claims.
I then called Verizon and was told the actual trade in value was twice what was offered by the store. In my honest opinion, this could be construed as a kick back by the average customer when they find out Verizon stores offer a lower value than what is admitted when contacting Verizon directly. Verizon may want to check the accounting at this store and research why customers are not being offered actual trade in value.
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April 2024 by Maral Malekian
Giving our experience a one star is even too much. I wish I can give a 0 but I’ll setting for 1 star. We have been with Verizon for 21 years. Our experience at the Verizon store today
In the empire center was horrible. From the sales person to the manager. It seems all they wanted to do was upsell and lie. We were told that in order to upgrade our phone we had to have the protection plan which we could later call and cancel then we needed to pay $49 in order for them to set up our phone. We said we were able to set it up ourselves and didn’t want that service. The manager told us “I’m not going back and forth with you on this” then proceeded to say that if we wanted to upgrade the phone in store then we would HAVE to pay the $49 fee. Mind you this is not the $35 upgrade fee. This is the fee for them to turn on our phone which we can do ourselves. The manager then said we are going to have to place the order through customer service. We asked for the manager’s name and he stormed off. We asked the second time and we went to the back. Coward!!!!! We left the store to place the order through customer service as he said only to find out that there was a freeze placed on our account, which is prohibiting us to even upgrade our phones because we attempted to upgrade back to back? Doesn’t even. Make sense. We were on the phone with customer service for hours 2 or three hours roughly. We called another Verizon store to see if what that manager had told us was true about having to pay the $49 and they said it’s only an option if we want the worker’s to do it in store. So not only is Burbank empire store employees especially the manager cowards they are also liars. And if anyone is going to respond to this post please do not respond with your generic apology. If you do in fact care for your customers then do something about it because as of now I’m unable to upgrade my phones because there is a freeze on our account. Horrible horrible experience!!!!!!!
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March 2024 by Narek K.
Michael, the business manager, and Adrian, the specialist, were amazzzing and helped me with everything I needed! Best Verizon experience ever! Thank you guys!
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March 2024 by Brad S.
I would give a NEGATIVE 50 Stars if it was an option. "WOW"!!! I have been a Verizon customer for 10 plus years and just a couple of hours ago I was "GREETED" with THREE EXTREMELY RUDE AS@HOLES!!! ALL THREE should be FIRED like NOW!!! They have ZERO people skills, were condescending and just all around had HORRIBLE men. BAD "THUG" ENERGY!! I WILL NEVER go to this location again and all of you who are reading this should do the same and save yourself from these low lifes...TRUST ME!!....I am cool and chill, but don't treat my kindness as weakness.
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February 2024 by Shawn R.
I'm recently a new customer with Verizon. I came to the Burbank Empire store to purchase a power adapter and had a question about my new plan. I was put on the wait list and 3rd in line. As I was looking around waiting for my turn, another Verizon employee came up to me asking for my sign in info again as it had been erased by accident. No biggie. I willingly gave this and asked the gentlemen what adapters for home and car I would need for my new iPhone 15. He clearly was bothered that I was asking a question and said in a rude condescending tone, "mam, I dont know what kind of car u have to make that suggestion". I explained to him what type of adapter I would need for my car to which he didn't bother listening just said someone would help me when it was my turn. Now, I could understand some what If he was busy , however he was mostly definitely not. He preceded to chat and laugh about his prior evening with the store security guard. He could've easily taken 30 seconds out of his time to show some interest in providing customer service and point me in h right direction. Yet he chose to be rude, arrogant and dismissive. I waited patiently for my turn, and while doing so observed just rude behavior with the customers who came in after me. I and will not be back to this location. Terrible customer service by this gentleman left a lasting impression as he is the first contact you see when you come into the store. No thanks.
