Verizon Wireless – Diamond Wireless

I wish I would have read these reviews before buying here. I, too, would give this store a zero rating, if it were possible. Marisol was the sales person I worked with… or better yet, she worked me! I was desperate for a new phone because my iPhone 4 literally died with no possible resuscitation. She did a bundle package, making the tablet «free», I asked if there were any hidden charges and she said no. I should have been more suspicious because nothing is ever really free. She told me there was a $ 50 rebate, but I later realized once I got home, she didn’t give me the right paperwork for the rebate, that was a whole other issue to try to resolve! Not only did I pay close to $ 300 out the door and totally confused as to «why», but my bill now went from $ 95/​mo to $ 175/​mo. I called Verizon right away and customer support was shocked at my bill too… turns out Marisol upped my data plan to a much higher plan than I need or use for BOTH my tablet & my phone. I was then able to get my bill under control. Here’s the kicker… I went with my sister to get a new phone at an actual Verizon store near her home in Anaheim Hills, she walked out with the same as me, but $ 170 out the door! How did I pay almost double at Horton??? Keep walking PAST Diamond Wireless at Horton Plaza… especially if the name Marisol appears on the badge. Highway Robbery!

Marisol either did not know the product and service she tried to sell to me or flat out lied to get the sale. Either way, I had a horrible experience here trying to buy a MiFi/​Jet Pack. I asked how long it would be to add a MiFi to my account. She told me 10 min and proceeded to sell me a tablet she said could act as a hotspot. First lie/​inaccuracy. It ended up taking an hour. Then she got flustered when I asked her if we were almost done. She said there was a debate making the tablet free. The rebate she gave me expired two days before my visit. Once I figured out what she duped me into the following day, I brought the tablet back and terminated the service. I was charged a restocking fee and given an attitude and horrible service.
Two billing cycles later, I am still being billed for the service associated with a device I don’t even have. Verizon says they can’t remove it from my bill until they receive some kind of confirmation from the store.
DO NOT BUY FROM HERE. Save yourself the headache and go to an actual Verizon store. The sign on the wall said Marisol was the employee of the month. It’s probably because of bogus sales she tricked people into. It certainly was not for her customer service. She pathetically pulled the military wife card that I played into because I have the utmost respect for military families. This does not give you the right to behave this way though! Shame on you Marisol. Honesty, integrity, and hard work will get you so much further than the tactics you’re trying to pull.
The manager conveniently didn’t work on the day I came back in and I had to come back to talk to him or get authorization to waive the restocking fee (which he did not end up authorizing). When I came back to return the tablet, I waited in line only to be cutoff by someone who walked in asking for a portable charger. They stopped helping me to find the portable charger and answer all his questions before coming back to me. This place is a complete joke. When I tried to buy the jet pack I originally came for Charlene tried to discourage me saying her friend had a bad experience with it. Come to find out they didn’t carry the newer model I was looking for so she tried to bash it and convince me to buy the older model. I can’t believe Verizon would allow this place to be affiliated with their name.

If it was possible to give 0 stars…
They’ve earned it.
I’m hoping this is the right «business». My horrific experience was actually «diamond wireless» Verizon retailer. The storefront says Verizon, but the service DID NOT.
I went in-​while on vacation-​to get data transferred to a new phone. The girl «helping» me didn’t know how. She played with my phone for a while before asking for help. Eventually she started playing with the phone again. At one point, another employee walked over and said «why are you doing that? It’s a Samsung, just use Samsung smart swap». Then she couldn’t figure out how to download the app. I asked for my phone back TWICE but she assured me she was almost done. 40 min in this store, they finally gave me my phone back and couldn’t figure it out. I said I would just take it to a real Verizon location. When I walked out, the girl began to yell obscenities at my bf and I! She actually followed us halfway out of the store yelling at me! THIS IS SUPPOSEDLY A PLACE OF BUSINESS?!
UNBELIEVABLE. These people need to be fired. After reading the rest of these reviews, I’m stunned they’re still employed.

I pay over $ 100 dollars a month and i cant even charge my phone at a verizon store?!? WHAT A FUCKING JOKE!!! Not to mention the employees were quite rude about it as well. If i could i would switch in a heartbeat to Tmobile. FUCK VERIZON!!!

Verizon in Horton Plaza is AMAZING service and customer service! I definitely love the energy of the store! Marisol and Marco instantly greeted me, made me feel very welcome, and were extremely open and helpful to every question I had.

Sorry guys. Gotta give you the 1 star. You guys sold me on a hotspot on a 2 year contract which was miserably slow and my phone tethered faster. When I cam into cancel my account and switch to T-​mobile you didn’t cancel my hotspot even tho I told you too. Not I am getting a ding on my credit for a $ 240 hotspot billed that was running for 5 months after I cancelled my services.

This is based off of just a phone call to the store, but nonetheless, it needed to be said. I called up to the store looking for a specific case for my phone. The guy said they don’t have it immediately which I was ok with because Im sure he should know most of the inventory there off hang anyways. What got them the one star was that when I asked if they had it maybe at another store in the area, he told me «probably» not and that my best bet was to for ME to check it out myself on Amazon. I have worked retail for years and this is a major problem with associates these days. They are too lazy to go the extra mile. What would have satisfied me would have been for him to say, «let me check for you» and then if no others stores showed it, THEN tell me to check online. SMH. That is probably why this store gets such bad reviews.

Absolutely awful service. Ordered a new phone, they told me it would be delivered to the store and it was delivered to another location instead. When I called to see where it was they couldn’t give me an answer, said they would check and never called me back. Now they don’t even answer the phone. Steer clear!

This is not a Verizon store it is a premium retailer for verizon called Diamond Wireless. The title of this location is misleading and should be Diamond Wireless not Verizon Wireless.

I know, I know, I know. What kind of sucker buys a phone at a store near the mall? I shouldn’t have. I wrongly assumed I had to purchase my phone at a physical Verizon store to take advantage of the $ 200 trade-​in for an old iPhone 4 I hadn’t used in over two years.
I went to the Verizon website. Selected the phone I wanted and the plan I wanted, printed it all up and walked to this Diamond Verizon store. First guy was friendly and took my order. To my surprise, the phone came in early. But that’s because he ordered the wrong phone (6 vs 6 plus). So we canceled the order and placed a new one for the correct phone. He was very nice about it and assured me that I’d still get the rate plan I’d selected because it was available when I ordered the phone.
About a month later, my phone came in. Went into the store and a new rep helped me. She was very sweet, but brand new and untrained, and it took over an hour for her to activate my account. She was very frustrated and I was a bit too as I had to add money to my parking meter twice for a process that the Apple Store completes in a couple minutes. When I got home, I received the email with the service info. And I didn’t get the plan I was promised. I went back and called Verizon but the customer service said the plan had to be activated by a certain date that occurred between my ordering and my receiving the phone and thus the offer exired. This is the opposite of what the store employee that took my order had told me.
In summary, avoid this location. If you want an iPhone, get it at an Apple Store. If you want any other phone, get it from Amazon (where the accessories are also cheap). I won’t be coming back.

This place really is the worst! The people who work here either know nothing about cell phones or are only in it to rip you off. Do your own research and avoid this place like the plague, that is unless you enjoy being ripped off.

SO disappointed with the customer service provided at this location. After dealing with their sales associates I am considering switching to another carrier.

5 stars for Raymond. He helped me start a new contract, set up a new phone, and purchase a hot spot while making sure I got all the deals and rebates possible. Could not have asked for better help!

This is a tough one to rate.
Wait time: 1 hour and 45 minutes to upgrade a phone
Service: Ask for Levi: he was the most positive rep I have ever encountered
The only reason I didnt mind the wait time was due to the fact was the chatting back and forth while he set up the upgrade
It is a diamond wireless store– verizon retailer so that may be part of why its such a long process
They did not have the phone I wanted in stock so Levi went to another store to get that for me.
The service is definitly great in this store, overall I would say the wait time is worth the level of service.
The employees really took their time with the guests did not rush them patiently answered every question, set up the phone for you, in reality which would you prefer a longer wait time and hands on personal service or short wait time and be rushed out the door to help the next guest in line

Helpful but really slow. Have to wait awhile so expect not to come n leave in a hour.

How bad can the service be when you see 3 employees slouched in front of the store, chatting. The service is worse than bad. I was having issues with my iPhone that is only 8 months old. I had spoken w/​Verizon on the phone and they said I had to go into store to have my software restored and if that didn’t work then I get a new phone in the mail.
The kid who helped me (or didn’t help me) said I had to go to Apple since it was an iPhone. The other 2 salespeople chimed in w/​the same retort. I told him that wasn’t the case and that I bought the phone at Verizon and they could service it. After 20 minutes of nonsensical advice from 3 people who knew less than me about my phone I left the store and vowed never to go back.
I suggested that they quit sending customers to the Apple store or they’d be out of business and out of a job. They responded with a snarky «have a nice day».
Next time my contract is up I won’t renew with Verizon.
The inmates appear to be running the asylum.

I wanted to buy two IPhone’s one for me and one for my wife at the Horton Plaza Mall Verizon wireless store. I walk in and ask the guy where the IPhone where he told me down the street and proceeded to tell me they only like to sell the better and more efficient Droid phones. I thought he was kidding but when I said I guess I will go elsewhere he said have a great day. I have never walk in to a store prepared to spend over $ 500 for new phones only to be told to go somewhere else. So I left and I will happily spend my money elsewhere. I guess Verizon doesn’t get enough commission to sell the IPhone, WOW!!!

The staff here is amazing! We’ve had issues dealing with the VW down in Chula Vista, so I wasn’t expecting any miracles when we decided to check out this one instead. Boy was I wrong!
Despite a difficult number swap for my husband (Virgin Mobile’s fault, NOT Verizon’s) we were able to get his new phone set up and have him put on my plan. The customer service guy was really helpful when it came to laying out the options for adding my dad to the family plan, and even though we took up at least an hour of his time because of the issue swapping my husband’s number from Virgin to Verizon, he looked up my upgrade date!
From now on, if we need to deal with Verizon, it will be here :)

I’ve had verizon wireless for many many years! I actually recieved my new phone from this location and had no issues whatsoever, that’s why I am so shocked as to what I heard the other day from my boyfriend.
He went to see his mom, about an hour north of downtown last week. She needed to come downtown to take care of a few things and came down here what she was hoping to be quick trip ended up being longer than expected. While doing so she lost her keys and ended up calling my boyfriend frantic. As any family should, he said he would drive downtown and bring her the extra set of keys. While she was in a panic, her phone was about to die. My boyfriend told her to go into the verizon wireless store in the horton plaza and ask them to charge her phone, thinking that they would happily do so, considering shes been a verizon customer for many many years, they completely turned her away and told her THEY DIDNT HAVE ANY OUTLETS!!! I was astonished that they would turn away a lady crying trying to charge her phone so she can meet up with her son to get keys. She left the store crying not knowing what to do. Luckily my boyfriend told her to meet her at a specific spot just before her phone died. I’m in customer service and let me just say «WOW!» I think this story belongs in the news or in the newspaper… It is so beyond shocking to me!!!
If you are looking for a place that serves there customers and treats them right, DO NOT go to this store. As a customer, like I’ve said, I’ve never had an issue with verizon. But this story really makes me think twice about renewing my contract with them.

I was visitng San Diego right near the Horton Plaza location in mid-​August, and was seriously contemplating switching carriers from ATT to Verizon, and had been researching new cell phones, and went to check out in person what Verizon had. I spoke to John on a Monday, and he was great– answering all my endless questions, even though he knew I’d be waiting to get home to take the plunge. He was very patient and helpful. I then came in a few days later and spoke with Tiffany, and she was also very helpful. I wanted them to know that although they personally didn’t get my business they were still very helpful. And yes, I ended up with a Motorola Droid X2 that I got at a Verizon kiosk at our local Costco… but that’s another review altogether…