Verizon — Local services in Laguna Niguel

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 don't 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 I'll come pick it up Apparently it's 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 it's 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. She's like why didn't you approve it the order. I explained it missing the watch. But after some discussion say fine leave as is and I'll approve the order. She tells me shes going to re send the order and check the approve. However I'm on the road and I can't do it from my phone. So I leave early to get to a computer and I can't approve the order. I tried calling the sales person back, line disconnected. Called Verizon service center, OMG'RD 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 can't look the order up. He disconnects, www. 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 don't have that I have a Verizon Order number. I'm really sorry but outsourcing to India is driving me nuts. They can't help and the guy keeps cutting me off and doesn't help. So I google the store where I placed the order, guess what it doesn't go to them. It goes back to Verizon Call Center. Their like you haven't approved the order and I'm trying to explain that it doesn't' allow me to approve the order it's grayed out. Then magically her line disconnected as well. Total time spent between the store and the Call center cluster 2.50 hours. Still don't know if the phone is being shipped since I can't approve the order. Before you ask yes checked at the other Verizon store on El Toro and they don't 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 I've had to deal with and they don't 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....

I always wanted to have Verizon as my business wireless provider. I use to hear they have the best coverage in the nation? Unfortunately, the coverage, this Laguna Niguel store location and phone customer service and tech support are the absolute worse! In the store if you aren’t going to open a new line, then no one wants to get stuck helping you! I switched from ATT to Verizon. I was informed that by the business rep (Joshua) over the phone Verizon would be superior to regular consumer services. He informed me that The business rep at the Laguna Niguel store named Ritchie Anothaisintavee, would be my guy for any wireless needs. My wife and I own 2 iPhones, 1 16 pro max that I purchased from the Apple Store in Newport Beach and 1-15 Pro max from AT&T. Problems began immediately, Verizon Wireless couldn’t port over my numbers right away. I couldn’t make or receive calls and send or receive text messages for 2 days. That’s 2 days of almost no business communication. Unbelievable, on the second day I had enough so I called customer service to get a transfer pin to move to TMobile and they said they couldn’t text me a transfer pin because our iPhones weren’t compatible. I needed to go back to the store if they could do a manual override and get me a transfer. They called corporate who tried to send links but our phones are not getting them and after 3 tries, they said we have to wait 24 hours. Seriously!!! They’re only interested in selling an upgrade from 15 to 16 obviously. At this point I’m 48 hours without phone service. The sales representative tells to give it 24 more hours and the problem should work itself out. Seriously, now my business has to go 72 hours without wireless service? Unbelievable! After, researching extensively about the best provider and including international travel and it said TMobile by a mile. I waited another 24 hours and called in to tech support and they gave me the transfer pins. I went TMobile at the Irvine Spectrum store and the customer service was superb! Karen switched us over in half an hour, made sure our phones were working and gave us great discount on our existing Netflix, Hulu Disney and Apple TV. I’m not talking about a free trial. I’m talking about permanently discounted for as long as I’m with TMObile. Also they have a discount for people over 55. Oh btw, if you’re already a subscriber to those streaming services, they will take over the payment for you. Maybe Verizon was awesome back in the day. However, they are way behind Tmoble for customer service and tech support. Stay clear of Verizon and especially the Laguna Niguel store. Do you your research. There’s a reason that store only...

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...