Recently visited this store while I was visiting a friend in the area. Wasn't really looking for anything but was considering buying my mom a new phone for her birthday/Christmas. I was helped by Rafael and he was very knowledgeable and so kind to me. I never felt pressured to purchase anything but ended up doing so because of all the knowledge Rafael provided to me. My mom loves her phone and I'm so happy with the service. Even though it's not close to me, I would 100% drive to this store again. read more

This "Premium Retailer" Verizon Store is a JOKE! I will never deal with these rip-off artists again. They do NOT go by Verizon's Policies and make up their own, which are completely out of line. They do NOT offer any special discounts to make up for their poor customer service. Why would anyone would to deal with this crooks again??? Save yourself the headache and go to a Verizon CORPORATE store. I've always been a firm believer in the excellent customer service Verizon offers. These guys are NOT them. read more

Fraud. Verizon is the new Wells Fargo. Got new iPhones for the family and they signed us up for the insurance protection plan we did not ask for or consent to. We came back the next day to remove it after reviewing our receipt in detail and being shocked this was included. They apologized and told us they would remove it. We get out first bill and the charge is still there. We call Verizon and they only offer a partial refund for a service we were fraudulently signed up for. Unbelievable. After having to escalate the issue to a manager where we able to get fully refunded. Zero stars if I could and I imagine this practice is wide spread. They obviously learned nothing from the Wells Fargo scandal and I hope they get what is coming to them. read more

I went into the store with average expectations with service. I walked out with the best customer care to date. Briana helped me with all my questions and was extremely polite. I purchased a new phone and she helped me step by step with setting it up. She's highly knowledgeable with the products and services. Strongly recommend anyone in the area to see her for great service. read more

OMG! So here I am on Labor Day trying to help my Mom get a phone and plan she could be happy about. Not an easy task for me or Wilmer! He had already previously spent way too much of his time with my Mom, who has somewhat of a language barrier Not only did we get a great phone and plan but we actually had a great time with all 3 knowledgeable, helpful AND friendly representatives of Verizon!!! I, personally, am with ATT but will not hesitate to switch over in the future read more

I needed to buy and trade in a new iPhone and Wilmer (the manager of this location) was superb. He saw me as well as other customer ASAP and was extremely helpful in answering all of my questions and concerns. Expedient, efficient, and effective - they went above and beyond expectations read more

Warning!!!! These guys will rip you off. My friend who is not as well informed about phones went in with a problem. He couldn't get calls on his iPhone because it was on Do Not Disturb mode (he didn't know this). Rather than help him with his problem, the sales associate offered him two options: $300 for a phone repair or $300 for a new phone and an upgrade. Obviously my friend chose the new phone, not knowing that the problem could be fixed simply. They definitely conned my friend out of a bunch of money. 1 star for shady business practices. read more

No longer a REAL Verizon, watch out for these scammers. They took over a real store to trick you into being an actual corporate location.

Wilmer is simply the best!!!! He is incredibly nice and answered all of my questions in great detail. He made sure I got the best phone and helped me set it all up. I strongly suggest this Verizon store. Everyone was welcoming and I couldn't feel better being in there. I left with a huge smile on my face! read more

I entered this Verizon store today and was taken care of almost immediately. I resolved my iPhone issue in seconds with Krish, my Verizon representative, and then went on to upgrade my phone. Krish was well versed, knew the IPhone product thoroughly and was happy to answer all of my questions. I left feeling very well taken care of! Great store, no waiting, and great customer service! I will be sure yogi back to this store if I need any Verizon service! Thanks Krish! Lorene read more

Really knowledgeable and very helpful. The manager Wilmer helped me find a really nice deal, and stayed after the store closed to make sure all the data in my phone was transferred over. read more

The JW Wireless Salesperson misrepresented the facts regarding a cell phone insurance policy. I purchased a cell phone and insurance policy from JW Wireless (Burlingame) for my son. The phone no longer functions and we attempted to use our insurance policy (purchased through the Burlingame store) and found out that there is a deductible. At the time of sale, the salesman did not inform us of the existence of a deductible in the policy, and if he did, I would not have purchased the insurance plan. He merely said that we would get a replacement phone, no questions asked, without regard to why the phone failed. read more

I'm with Tiffany V.! When I was in the store...everything was smiles and how can I help you. I asked Wilmer, "Is the screen protector for my new Google Pixel 2 XL free for the life of the phone?" Wilmer's response, "Yes, just keep the box (that the PURE.GEAR) screen protector came in ...they (another Verizon store) might ask for that." Unfortunately, I should have gotten that statement in writing. Only a few weeks later, my phone slid off the seat and the screen protector cracked. After calling Verizon customer service, I find out that this store is a "Fake Verizon" store (another thing I wished I had known). After an hour on the phone with Javier, who called the store in Burlingame, he told me they said they would call me to resolve the issue. However, when we called we were told, "You have to register the screen protector, then pay $6.99 to have a new one shipped to you." We said, "That's not FREE!" Patricia said, "What's the big deal...it's only $6!" We said, "Well if it's no big deal, then why don't you pay for it?" The conversation took a bad turn then and I asked her to have Wilmer (who sold me the phone AND told me the screen protector was free and NEVER mentioned anything about registering the screen protector) call me..that was Tuesday (3/27). By Friday (3/30), I still had not received a call back...so, I called the store again and was told Wilmer was on break and would call me back. AGAIN, never heard back from Wilmer. On Monday (4/2), I spoke with Keisha (at Verizon customer service and very helpful) and she said Verizon would send me a ZAGG screen protector. Very disappointing experience...poor management, mis-information and really bad customer service. read more

Lucas is so amazing! He is helpful, kind and can get anything done amazingly well. If I could give this Verizon store 10 stars I would. Thank you so much for your awesome service. I have been with Verizon for 20 years and this store is the BEST! read more

I understand how people can have bad experiences and I feel really lucky that my experiences here have been stellar. I've come in many times for help with my phone and the sales rep always knew what I was talking about even when I couldn't quite find the words to describe what I wanted. They are always very pleasant to me and my last trip was great. When I last went in (and I go to this location because they are so helpful), my droid broke and was not working. It was a loss and so my husband gave me his old droid so that I could have my stuff transferred over. The sales rep who helped me was a young man (I don't remember his name) but did a great job moving all the stuff over to the other phone (including the hundreds of photos of my son) and, while it took awhile, he didn't go to another customer and then back to me - he stayed with me until he got it done. And it was free. I'm sorry that other people had bad experiences and I don't doubt that they do; I just feel grateful and lucky that every time I come, I leave happy. I hope that this store doesn't close down, as this is the only one I go to when I need help or service. read more

Wilmer was a pleasure to work with! He was very professional and took care of me by setting me up with a brand new phone. Thanks again - Cheers! read more

Aloha! Nathan gave us great service and I highly this location. Mahalo Nathan for helping my wife. You made our day :-)

Upgraded a Verizon phone and plan at this location and was shocked to receive my first bill, which was 2.5X what was verbally represented by the in store salesman. The representative was either maliciously exploiting two fairly unsophisticated phone users, or was grossly negligent. Either way, we have lost several hours of our lives trying, unsuccessfully, to work through the situation, both with Verizon, and with this third party store. I cannot stress enough how important it is to go to a Verizon corporate store (Bridgeview, for example) instead of dealing with the incompetent (and possibly malicious) representatives in Burlingame. Stay away. read more

Martha and Jerome at the Burlingame Verizon are so helpful and friendly. I've been in several times over the past few weeks and they both have taken the time to explain all my options to help me make an informed decision about our family share plan. I've also seen first hand how patient they have been with rude customers that didn't deserve the kind treatment returned to them by the Verizon employees. Outstanding customer service. read more

Kevin was very knowledgeable helping me through an upgrade, I was asking many questions and he was patient through the whole process. Made it very easy to do business. I highly recommend him. read more

Jon S. was an excellent help when I needed a new smart phone, I highly recommend this location. And I strongly dislike phone stores.

I never ever gotten a good service from this store. I had been in this store 4 years ago. Got careless service from worker. And it is the same today, not helpful. Ask question...oh you have to do research by yourself. Ask for more detail about product, can't give me anymore detail. read more

Jerome is absolutely fantastic! His service and careful attention to my needs was so refreshing. He explains thoroughly all costs and charges and is very attentive. He helped me select the best phone for my needs and is one of the best cellular service representatives I have ever encountered. Go to Jerome, you will be a happy customer! read more

Bought my Droid here and have always had good service BUT went in this morning all set to buy a nearly $600 Samsung Tablet. Was greeted two doors away by rap music blasting from the Verizon store with lots of 4-letter lyrics. Who did they think they were attracting? It was 11 AM on Monday. The only people shopping then are retired people and moms with little kids. Young fellow at door ignored me. Went over to tablet on display and had to ask another salesman to turn it on for me which he did and then walked away. I was totally ignored. Not one good morning or may I help you.. I walked out and drove up to South City store. I wouldn't be surprised to see the Burlingame store gone before long. This was inexcusable customer service. read more

Josh is the best sales man ever he hooked me up with 3 phones and an iPad! Made my switch from At&T quick and easy!

Easy peasy upgrade process to new iPhone. Great selection of the iPhone XS - got the rose gold one. Josh was super helpful!

This place was very helpful with our new phones and the new manager was super friendly and nice. We'd ordered the iPhone 6 and the Galaxy note 4, it took about 3weeks, so it took a little longer than we had expected and liked. They had informed us it will only take two weeks for our orders. Regardless, when we picked up our new phones, we didn't know it was 30min until closing time because online Yelp said they close at 8pm. We had them transferred EVERYTHING ( contacts, pic, videos and Apps) from both of our old phones onto our new phones. We got to the store at 6:30pm, the store closed at 7pm. We didn't leave the store until 9pm! The new store manager "Will" I believe that's his name is awesome with great personality and Jerome, who'd helped us were very patience throughout the whole time. We felt so bad they had stayed so late for us, bought them lunch the next day! Great customer service and most of the staffs are friendly. read more

This store is clearly under new management, because the employees and customer service were outstanding! I think it used to be a computer tech store and they were awful. Thankfully, someone made a change. read more

We had the pleasure of working with Josh and Wilmer, both of whom were fantastic. They took the time to research the best deals available for us, helped us sort through all of the options and ultimately secured great device and package upgrades for our entire family. They answered all of our questions, walked us through the pricing structure to ensure we understood all the details, gave us their full attention and never rushed us along. Lastly, they were kind, attentive and personable. Excellent customer service! read more

I am a new customer of Verizon. On June 23, 2020, I came to this store to pick up new iPhones. It was a disaster. Not only did it take over an hour to complete the transaction, there was an error on being able to take one of the iPhones home. The manager, Kenny, took my cell number and said he will fix the problem and call me to pick it up later. He never called. The next day I called in and was told he is off on vacation for the next 2 weeks. Nobody knew about my iPhone issue. I called the Redwood City store to ask for the district manager. I was helped by Briana. She is awesome, great service. I was put in touch with this stores manager, Stephen Pettus, and he was another jerk. He actually told me to stop calling and he will let me know. I had to call him over a period of 3 days! He never called. I also emailed the district manager, Antonio Gonzalez, and he never responded. Finally, on June 26, I called the Burlingame Victra store to look for help. I was helped by Raphael. He solved everything! He was so friendly and determined to solve the problem. He was patient, and offered to contact him with any future help. Unfortunately, I will never go to this store again. The managers were horrible and rude. read more

Grateful I went on a weeknight before closing, as fewer people in line for service. Service was great, as Wilmer made fixing my cracked iPhone screen protector and upgrading the phone case painless and quick. Thanks Wilmer! read more

If you ever have a problem go see Wilmer Rodriguez. He will fix whatever can be fixed and then come up with a solution that can save you money. He deserves 5 stars! read more

Bought an iPhone 12 for our daughter for Xmas on the Verizon website on Xmas Eve, which of course she wanted immediately, so we chose "Store Pick-Up" from the Burlingame store since it is closest to us as we are in south San Mateo. We received the email notification that her phone was ready to pick up on Dec 26th, store hours 11-6, bring picture ID and credit card that the purchase was made with. OK, head up there at 1:30, and no one is in the store, doors are locked, no signage except directions to shoot the QR code on the door and you will be called in when it's your turn, which we did, then waited. We hung out in front of the locked store with other Verizon customers, but gave up after about an hour, and left to run some other errands back in San Mateo. When we returned 1.5 hours later, the store was open, and we walked in. "What is your Verizon PIN number?" "I don't know, I don't use the PIN number but here is my ID and credit card like the pick up instructions say to bring." "Nope, need the PIN number to pick up an order." We finally get it via the Verizon website and dude reaches under the counter and gives my daughter her phone. When I asked why the store was closed during business hours with no note on the door as to what's going on, he tells me they closed to go to lunch, both employees at the same time. "Then you should put a sign on the door - Out to lunch, Back at 2:00 or whenever." "But everyone in Burlingame knows we go to lunch at that time." "Well I'm not everyone in Burlingame." "Well, times are tough," he says. WTAF? Just own it and apologize for wasting my time waiting outside wondering what the hell is going on. Waste of an afternoon. I have a great Verizon plan, but I HATE going into the stores, it's always a cluster-eff. Save yourself the frustration and buy your iPhones at an Apple Store or Target. read more

This Verizon has a fantastic representative (Ramon Tinapay) and who's an absolute wizard in terms of finding ways to save you money. Can't thank him enough for thinking out of the box to save my wife and I $250 each when we both upgraded our iPhones. To boot, he's a super personable guy that makes the time you're waiting for your stuff to get done fly by. Highly recommended. read more

I went into Verizon the other day to purchase a new iPhone and get my phone unlocked for a couple months in Europe. I had called a Verizon store the week before and they told me I could buy a phone and have it unlocked the same day, no problem. The purchase of the new phone as well as the discussion to unlock mine and my sister's phones was extremely frustrating. When we came in (my dad, sister, and I), we were barely greeted and when someone did seem like she would help us, after I told her I'd like a new iPhone she barely said a word and started doing stuff on her iPad. It was unclear if she was starting to help us with our purchase, but it had been a couple minutes and she hadn't said anything, she didn't even know our account/phone numbers, so she clearly couldn't have been helping us. She also was distracted with a different phone so she should have either not started to help us or finished up with whatever she was working on before. We had a problem getting into our account because we didn't know our 4 digit number pin that she requested. After my dad explained that he had been to this exact store many times and had never needed a pin, the employees were somewhat rude about continuously requesting it and also didn't try to help us figure how we could get into our account. Turns out the pin can be up to 5 digits or letters. Once we finally got that sorted out, the associate had to ask me about 5 times what my phone number was, seemed confused about working with a business account, and provided little information about the new device. For example, she asked if I'd like insurance and when I asked for more information such as pricing or what it included, she barely responded. Also, the policy on unlocking your phone is ridiculous. You have to have the phone fully paid off before you can unlock it, but you can't fully pay off your phone when you buy it. I asked the associates why they have a policy that makes it so you can't pay it in full right away because it seems like from a company standpoint, they'd want to take your money. No one could give me a good answer and I expressed my frustration about how someone had told me over the phone I could unlock my phone as soon as I bought it. So either the policy about having the phone paid off to unlock it or the policy about not being able to pay it for the phone in full is not well known across the company. Finally, we asked about suspending our phone lines. It is a $30/month suspension fee so we asked how much our lines currently cost per month. Since they only cost $20/month we wanted to confirm that we could just keep paying that. The associate was not familiar with suspending phone lines and didn't know that you didn't have to suspend your line if you were ok with still paying for it. Because of this, she could not understand why my sister and I kept asking if we could keep our line open while we were gone, since it's actually cheaper. The entire transaction took a very long time and was not particularly friendly. It was an incredibly frustrating experience, aided by the fact that after giving our last name multiple times during account verification and for email purposes, the associate still used the wrong name when addressing my dad because she was looking at a sub account for his business. Finally, when my dad received the feedback email, he was addressed as "Gil." There is no one under our account with that name, and if the manager had incorrectly identified my dad as Gail (a member on the account, but with a different last name), the least he could have done was spell the name correctly in the email asking for 10/10 reviews. The store needs to do a better job at educating the employees about company policies and also staying engaged with the customers and paying attention to their specific situation. read more

I had great experience with this location. The person who helped me most is Nora. I have been dragging my feet to upgrade, knowing how painful it would be. Nora took her time and made sure I truly understand what I am heading into. She also transferred all my phone list and notes from the very old Treo to the Droid! The next week I went in and spent another 1.5 hours with her to learn more about my new Droid phone. I really like my new phone now and I thank Nora and other managers there! read more

Today, I received the worst customer service in my life time, I actually felt threatened. The person who "worked" there was on his phone when we came in. I asked him if he could help us with a broken phone. He said it was through a third party. He couldn't help. I asked why we paid for insurance if he couldn't help. He ignored me. I asked him to look up our number, he refused. He literally got up partially from his seat and yelled at me. I told him I didn't like how he was speaking to me and I would like to see the manager. He then ignored me. I asked him if someone was coming out and he said he didn't know and texted him. He continued to text in his phone. I found the manager in the back. He said he was sorry for his employee's behavior. He wasn't able to provide us with any service other than a card with a website. He didn't not apologize again for my terrible and frightening service. I will never buy a phone from Verizon again. I will only go through Apple. Don't go to this store, the service was outrageous. read more

Quite possibly the worst Verizon experience I have ever had. I went to upgrade my phone in August. The gentlemen that I worked with completed the upgrade but instead of upgrading me to the 128GB like I purchased, he transferred my old phone ( a 64GB) to a 32GB. I unknowingly lost over half of my data. When I went to the store a few weeks later on a Saturday, realizing the problem, they first treated me as if I had stolen a phone. They said and I quote "This is not the phone we sold you". No kidding. They said they would look into it and the manager Wilmer Rodriguez was going to get back to me on Monday. I never heard from him and when I called he didn't have any info. I called back repeatedly for the next four days. He never returned those calls. When I finally got a hold of him on the 5th day, he said that he had my new phone and that he thought he had spoken to me yesterday to tell me, which was not true. He said to come in. When I came in on Sunday, during the hours he said he would be there, he was not. I had to wait 20 mins for him. When he finally arrived, he proceeded to tell me that although he would credit me for the expenses I had paid back in August with the wrong phone, that I would still need to pay for all the expenses with the new phone (taxes, screen protector, and case). When I explained all that I had been through and that I felt I shouldn't have to pay anything for the mistake and inconvenience this caused, he wouldn't budge. It was only after, I got pretty emotional and angry that he agreed to waive the costs of the incidentals but that he would still have to charge me the taxes. I had no choice but to take it and deal with corporate after. I am a fairly reasonable person. I try to give people the benefit of the doubt. However, in this case, it was clear that my incident and all that I had been through did not matter to Wilmer Rodriguez and honestly he is incapable of being a manager at this store. I will never go back to this store again and honestly, this whole incident is making me question whether I will even remain a Verizon customer. I should note that the man who screwed up my phone in the first place was fired but yet I still had to pay for his mistake. read more

Josh was very helpful in the process of switching providers and getting new phones as well. He helped make things that weren't clear, clear and easy to understand. read more

Bought a Droid Razor Maxx at this store.....excellent support from the staff when I had a problem with the GPS........good communication by phone and email. Very satisfied. Steve B read more