Verizon Authorized Retailer – GoWireless, Studio City CA

I didn’t want to go full Karen on this place, but it’s literally insane at this point and I want to warn others.

I’ve now been at this store for a total of 7 hours and counting over the past week (not including the 10+ hours on the phone with corporate). I’ve tried to update my phone after switching from a different phone company. They, after several visits, still cannot get my phone to connect to my phone number. I’ve gone a week without service because the employee here clearly has no idea what they are doing and set it up incorrectly the first day I came here after being upset with me. Why was he upset? Oh, because he wanted to make a sale for his store and I had purchased the phone online instead (which sales gives the store more money or a higher rating or whatever, which is why the first day he tried to get me to cancel my online order and order it in person!). We’ve called corporate back and forth telling us exactly how to fix the problem, however in-store have been told “there’s nothing on our end we can do” and had snarky remarks/belittling analogy’s made in person.

I highly recommend if you have a choice, go to literally any other store or hell, even a whole different phone carrier. This is ridiculous and I pray this doesn’t happen to another customer.

A1 service. Not pushy. Showed me 3 versions of 3 phones. Talked about each in detail. Gave honest opinions and facts. I feel like I got a deal instead of like I got robbed. Finally a place where people know what they're doing!

Great Management! Our crew was working on the street on a hot summer day and the Manager of the store came out and gave my guys cold waters! Awesome

I had such a great experience yesterday with a young Lady named Isabel. Unfortunately, my phone was broken and so I went in to discuss my options. Isabel was very patient with me when I asked her the 1000 questions I had for her;) she was Friendly, knowledgeable and efficient. Anyway, I ended up buying a new phone and she made sure that all of my contacts, pictures, emails were transferred over quickly. I’m not tech savvy so she made sure that everything was done for me prior to leaving. Isabel suggested the best case for my phone and headphones which I’m very happy with. Thank You Isabel for making my experience painless yesterday. Thanks to you. I’m enjoying my new phone.

Waited way too long for service.really shouldnt be this long considering they had enough employees.but.

After 32 minutes with Verizon wireless customer service I was instructed to go to the local Verizon store to pick up SIM cards. Obviously, after waiting for a while I was brushed off. Customer service at this location is zero, stay away. Choose another store.

Excellent customer service. I just got the Samsung s10+. Melissa and the team were very easygoing and helpful! Very happy with my expierence and my new phone!

Terrible customer service, the female rep I spoke to offered no help. She was completely blazé about informing me about their plans. While the male who I imagine is the store manager, because while the ladies stood at a he counter he casually lounged on a chair behind me on his phone the entire time and offered no additional assistance. Not a great way to treat a potential customer, I likely will just go with another company because of it he examples these reps set of their employer. Maybe it’s just this location but if you’re actually looking for genuine help/ information don’t go here.

I've dealt with this store location twice in the past 6 months, primarily because it's located right in my neighborhood. First experience was pretty straight forward as one would expect, but this last visit I recently had the other day was pretty bad. Please bear with me while I clarify:

This most recent time around I was already keen on upgrading to a new phone, I was going to leave with one no mater what. After discussing options with my sales associate, she informed me that I would be allowed to update from my Samsung Galaxy S5 to one of the new Galaxy S9+ phones, and that the monthly promotion they had would allow me to trade in my old S5 in order to receive a discount towards the new S9+. We proceeded to setup the new S9+ phone and transfer over contacts and other phone data as per the usual.

However during the process my sales associate (and the store manager) were having some difficulties getting the "discount" promotion to go through in their system. I was assured up and down a dozen times over that this would definitely go through and that I would be receiving the discount towards my new S9+ phone. They also said that they would inform me when the discount process was gets applied to my account. After 3 hours of this I gave them my contact info and left with the assurance that everything was good.

Skip forward three days later, I get a phone call from my sales associate telling me that in actuality the S9+ I purchased can NOT be used in the promotional "discount" that they assured me up and down would apply to my account. They then proceeded to give me the ultimatum of turning in my S9+ (sans restocking fees) or that I would have to eat the whole retail cost of the phone without the discount they promised me.

When I told them that this was unsatisfactory and that I've been a loyal Verizon Wireless customer for over two decades, my sales associate and her manager flat out refused to do anything about. She was also rather rude during the exchange after I expressed my discontent with the situation.

They claim that this was an honest mistake on their part, which may be true, so I says to them "Yes, you guys made a big mistake, now it's time for you to make it right for a loyal customer" Their response was a flat-out NO, again providing the ultimatum of eating the full cost of the new phone (which is already setup and acclimated to my workflow) or returning it and being stuck with my old phone.

Was this terrible customer service? Most definitely. The big problem I had was that they didn't even attempt to do anything to try and make me a happy customer, literally nothing. They just told me that THEIR mistake is now MY problem. What a terrible way to treat your customers.

Do yourself a favor and get your Verizon phones and service from a location that treats their customers fairly. This location is only happy to take your money and then leave all the problems in your court to solve.

We came here to get a phone for my mom. Melissa was the associate who assisted us. She was kind, knowledgeable, and very helpful. It was a very pleasant experience shopping here.

I have used this store several times over the past two years and have consistently been very impressed with everyone who works there. I pass over several stores which are closer but who's customer service is terrible. I have yet to have a bad or even mediocre experience at this store. I haven't been in a couple of months, but I can only hope that what set this store apart before, the staff, is still the same as when I was last there. Worth the trip.