Martha at Verizon in Burlingame was very professional and a pleasure to work with. She went out of her way to help with a problem with a Samsung Galaxy 5. She provided some of the best service IV had in a very long time. I'd recommend this Verizon outlet strongly. read more

My husbands' business uses Verizon wireless. I am so glad our account is with them- great customer service. Two employees helped out our community by posting an Easter egg hunt flyer. They were super friendly and gave this huge conglomerate a local neighborhood feel. read more

THIS IS NOT A VERIZON STORE!!! PEOPLE WHO WORK HERE LIE LIE LIE LIE LIE LIE!!! My husband and I came here to take advantage of the iPhone upgrade promotion in September. We were initially very satisfied with the rep that assisted us, Michal. He told us he was going to notify us when our phone arrived. When we went back in to pick up the new iPhone, that is when everything went south. First, the rep at the register didn't want to assist us. She wanted the original rep, Michal, to help us. Fine. We wait for another 5 minutes for Michal to get back from his break. While Michal was assisting us, the female rep was constantly interrupting us so she can ask Michal how to print out her sales number for the day, how to sign out, how to do this and that which had nothing to do with actually assist us - the customers! Then all hell broke loose as I questioned the additional $100 charge. What was this mysterious charge? I asked Michal straight - what is this? He said he's pretty sure he told us about this charge before. It is the "In-store Payment Plan Charge" aka the "In-store Activation Charge", aka... Well, I ask, what does this charge do? Michal replies that this $100 will allow us to pay off our phone over 24 billing cycles. Well, what if we want to pay everything off now? Oh no, you still have to pay, because it will also allow you to switch your phone every 6 months. What if we don't want to switch our phone every 6 months? Oh no, you still have to pay, because it's a better deal than the 2-year contract, and you'd be a FOOL to go with the 2-year contract, because we are actually subsidizing your monthly bill charges. This line of questioning just went round and round. Asking him what this ONE charge was so frustrating, that the sub-manager actually had to come out and stop the conversation. He told me basically that we can take the deal, or get another deal somewhere else. Lo and BEHOLD! We get home, and find out the $100 "In-store Payment Plan Charge" was actually the screen protector, case, and battery pack that they led us to believe was FREE and part of the promotion, as Alison T.'s review also stated. The people who work in this store LIED to us, to our faces, without blinking. Without thought, they lied to us, and I bet most trusting people won't even give a second thought, because we are so used to honest people, striving to give the best customer service. We are not accustomed to second-guessing the reps and treating them as unethical, lying, pieces of scum, that the reps in this store are, unfortunately. Also, I called the Verizon 1800 line after I read other reviews saying they add paid insurance to phone plans without asking. Verizon confirmed that the store did - what a bunch of scammers! Michael NEVER asked us if we wanted this service!! I am extremely DISAPPOINTED and DISGUSTED at this store. I am ashamed for them, and pity them. What a life you've chosen to live! read more

This store merits NO stars. This is the worse experience I ever had or ever will with a phone provider. in September, I decided to buy an I phone plus here instead of the Apple Store because this store was advertising a $400 rebate. After waiting close to an hour for a rep, it took them another hour to order my phone on their computer system because their computer system was having problems. I received my confirmation number and was told that the phone would arrive in two weeks . Two weeks later I called the store and was told my phone was not in yet. Called again and again and one month later I asked do you even have my order in. They checked and they had no record of my order even though I had a confirmation number. So for a phone that was suppose to come in 2 weeks I ended up waiting 6 weeks. Their accessory package for 3 items is misleading as well. I thought it was part of the plan but it is extra. i ended buying an overprice screen protector, case and charger. i also asked the assistant manager to make sure I would get the $400 rebate when I traded in my old phone as the promotion ended and now the trade in phone was now $100. he said no problem. I followed the trade in phone instruction exactly and received a confirmation they would give me only $100. I have called the store 3 times to talk to the assistant manager so they could credit me the additional $300. You leave messages on their voice message and with staff and they don't call you back! This store would not even transfer my data from my old phone. They recommended that I go across the street to the Apple Store because it's faster. If you want poor customer service, have lots of money and time and don't mind hounding them to do their job than come here to buy your phone. read more

I hate going to this store!!!, BridgePoint has much better service!!! This store is close to my home and I'd rather go to BridgePoint, every time I have to go to this store, (have 4 kids with phones) they are so with attutude and friendly in a negative way. You leave feeling bad from the treatment. read more

Cheating store. They are offering free $35 dollars activation and you never are going to see them. I already 4 month trying get my money back and nothing help me. Verizon send me to the store and they are sending me to Verizon. Never go to this store. read more

Princess gave great customer service. She was patient and clear in her explanation of the iPhone,which was new to me. Her tutorial was very helpful, and I can return if I have more questions. read more

horrible customer service the employees were rude and wouldn't help at all worst experience ever

I have never been helped so promptly and thorough when buying a cellphone. The customer service was great and the best part is my time was not wasted. Never once had any problems and Wilmer made sure I was in and out with complete satisfaction. read more

First mistake: I didn't realize that this store was not an official Verizon store but a retailer that is affiliated with Verizon products. Mostly because the store is called "Verizon" and all of the staff wear polos that say "Verizon." And there are Verizon signs everywhere in the store. It's important to know the distinction, because a 3rd party retailer such as this can charge different (i.e. higher) prices for the goods among other things. I went to upgrade my mom's phone on an existing Verizon account. In the 45 minutes it took to complete a purchase, I was lied to my face throughout the interaction of purchasing a new phone. The primary lie was: "You can return this phone at any Verizon store within 14 days for a full refund." "No fees or penalties?" "None." Truth: (1) I returned the phone within 14 days and was charged multiple restocking fees adding up to $90. The phone cost $197. (btw - at a real Verizon store, I could have bought that phone for $90 flat). (2) The staffer threw away my original box for me upon purchase, saying we didn't need it to return it. Not true - I was charged an additional $20 for not returning with the original box. (3) The phone was not returnable to any real Verizon store - only that retail chain. Another exchange: "Why are you giving me a car charger?" "It's a free promotion today." This is also a lie - I was charged $24.99 for a car charger I didn't need. And one more just for good measure: "We are only adding $20 dollars to your monthly bill for data service; no other recurring charges" Not true; they bill on a 24-month cycle for the full cost of your phone. So, in short, this particular store in Burlingame encourages their staff to be unethical and deceitful. Or just to be entirely ignorant of policies and just lie instead. And, while they're lying to you, they are also very slow to serve you. I eventually dealt with the return at a different store and had a wonderful person who explained all of the shadiness that the Burlingame store did. Shame on the Burlingame store and its manager for not having a more truthful and honest policy of treating customers. read more

Worst experience buying a phone ever! I tried to buy the new iphone 6 with the larger memory i repeatedly kept saying i wanted the phone with more memory as i have the iphone 4 and its maxed out in pix and videos after getting home i noticed i was charged for the lesser memory phone so i called the store but the salesperson was off and didnt get a call back till two days later only to find out the phone had already shipped out so i called customer care to complain they took a new order for the correct phone and here i am today three weeks later no phone and yes i paid upfront i called customer care and was told there is no order for my new phone im like WTF they told me the salesperson called and canceled my order i never took possesion of the wrong phone and there was no new phone on order after hearing some weak *ss excuses i said screw it refund my money piss poor performance and incompetent service is all i can say save yourself a headache and buy your phone elsewhere read more

I previously wrote how bad they are. Totally error-ridden order for iphone. I cancelled the order when the manager called and clearly couldn't fix it. He would not refund my credit card unless I physically came in to swipe the card. And I CANNOT STAND THE PLACE. What horrible service, even when just trying to end it. read more

Jerome helped a father & daughter choose a new iphone & transfer data. He is a great guy & has four children to feed. So give him a chance & he'll do a great Jon. Excellent service! read more

This place is awesome! Derick the manager was so helpful and saved me from having to go to at&t! I will never go to another verizon store again!! read more

I've been a Verizon customer for over 10 years now. After working at a Nextel corporate office for 3 years I really understood the value of great customer service and knowledge about your product. Most of the times I've had to go into a Verizon store, it's been so frustrating. They don't know what the heck you are talking about and I can't stand when they ask you your name and what you are there for - I just want to go to the counter and be helped. Anyway, when my iPhone broke this week, I went to my local Verizon retail store. I was greeted by Ismael who also helped me get the problem solved - from beginning to end - he knew what to do and even suggested some things that I didn't have currently. It was THE BEST cell phone interaction, customer service that I've had!! I will def go back if I need something! I would recommend them for anyone who does not like cell phone companies. :-) You won't run out of patience at this location and you will be completely satisfied when you leave. read more

I've been to a lot of different Cell phone stores, and this is by far the best location to go too. I was helped by Chieh Ho, a sales rep. He sold me a phone that catered to my needs, and didn't try to sell me something I wouldn't use. And I know why this location has such a friendly atmosphere, and that's because after my transaction was complete his manager, Jason Orpilla came up to me and asked me for some feed back about the transaction. Of course I gave his Rep 5 star for outstanding service. I would Highly recommend this location to anyone in the area, and to make it apoint to ask for Chieh Ho or Jason Orpilla. read more

I had a bad experience at this store. I do nor recommend this store to anyone. The employees are incompetent. I will leave Verizon the second nay contact expires. I am a real consumer who had a horrible experience at this store. read more

Martha was exceptionally helpful to my wife who is visually impaired. Martha took the time to locate and install additional apps that allowed texts and e-mails to be read. This was over and above the standard provisions on the Galaxy Note 3. Compared to the service we have received at other Verizon locations, we recommend you only visit this store. The service was provided even though the phone was not purchased at the store. Since the work took some time, there were other customers who were upset with the time it took; however, Martha was working on our matter which was important to us. If someone cannot wait for service, it should not be the problem for the customer being assisted. read more

Been having issues today with my iPhone on Verizon. Unable to make or receive calls aka no cellular connection. No Genius bar appointment available so on the off chance I walked in just to see if they could help. After I described my issue the first words I hear from the sales lady was "would I like to buy a case?. For some reason rather than walking out I repeated my issue and the lady just restarted my phone like I was some idiot who had not tried the basics. They get one star as they allowed me to use a phone to call my wife to say I was going to see if I could just walk into the Apple Store and try and see a technician. The simple fact is the are not anything to do with Verizon and know very little other than the basics you could google. read more

Went in for assistance with a new wi-fi hotspot device. Being a non-technologically gifted individual I went direct to the source for assistance. Met with Kanwai Toor who assisted me with the entire process. Reviewed the process in the store and then took it home and I am comfortably using my new device. Great service and great knowledge. read more

The employee here who helped me was confident in her presentation, but was absolutely incorrect on the deals she made with me. She was very bad with the execution of transaction. She was very good at giving me a phone number of someone else who could help me, with the problems she created. She might have been one of the best delegators I have ever seen I went in for a phone upgrade and a new plan. She walked me through my options and we chose a new plan and agreed on a monthly bill. Within an hour of leaving on a Friday, I got a notification that I had gone over my data plan. I had a 10 gb plan I doubt I went over in 1 hour. When I went back on Monday, she was unwilling to help me, but wrote down a phone number I could call. So I spent my lunch hour calling Verizon customer service, while inside a Verizon store. It turns out she never followed through with updating my plan. Because I got a new phone, and she didn't update the plan there were unforeseen penalties. The customer service team on the hotline were very thorough and helpful. I was able to clear up the problem. The girl at the desk implied this was my fault, because I waited too long to tell her. The state of the store is in disrepair. Their cash registers were not working, so I waited 20 minutes for them to find one that was working so they could process my order. Also their machine to transfer contact is broken, so they were happy to point me to the Apple store to transfer data from my old phone. There are other Verizon stores you can do business with, I would avoid this one. read more

Just wanted to praise the fantastic service we received from Ramone and team at the Burlingame Ave location on Friday, the 13th of March, 2015. We needed new iPhones and a new, more affordable plan with unlimited texts and calls. I know that sounds basic but we have been with Verizon for over 15 years and have had our fair share of mediocre service and uncomfortable store visits with pushy salespeople. We live near the Mission area of SF but decided to drive to the Burlingame location to avoid parking issues and the crowded / chaotic experiences we had in the past. Ramone was extremely friendly, knowledgable and patient with us. He explained all of our options and gave us his full attention. We left with new iPhones, a much better monthly plan AND huge smiles on our faces. Here's the most incredible part: we received a follow up phone call the next day! Just checking in to ask if we had any questions or needed any help figuring out our new phones. Amazing! read more

I upgraded three phones recently for my family and the process went very smoothly. Wilmer spent a lot of time explaining the different payment options, device trade-in options and different data plans. When the phones arrived I arranged an appointment to go in and collect the phones. Did this take some time? Yes, nearly two hours, but it was for three phones and all were set up and ready to use on departing. Wilmer has also helped out with a trade-in issue that I'm having at the moment, going above and beyond. I had great service. read more

Went to get an iPhone 6 on a Friday night in early January. Had it in stock in the grey color, to my surprise. Manager Will was super knowledgeable about unofficial promotions (in my case, 6GB/mo promo for unlimited data users to switch same price). Went back a week later to switch to 6 Plus. Martha was primary person to help me this 2nd time and was courteous, quick and knowledgeable about the exchange process. Plus she politely waived any restocking fee. Only 4 stars b/c it took the store wasn't sufficiently staffed and not everyone knew what they were doing. read more

This is the third time I walked into the store. Previous 2 experience had not been pleasant but thought I'd try again. Had a question about submitting my old iphones for credit. There were 3 staff and only one other customer. The female sales associate said they have nothing to do with it and phones have to be mailed in, told me just to go online. I asked if the Foster City store will accept them, she said no. I asked if she could contact them to find out. She said that's corporate office and they do not have access. Finally I asked for the phone number of the Foster City store at Bridgepoint and called myself. Surprisingly they said they'd be happy to accept them. This has been my experience at this store, the staff never seemed very helpful or just do minimum for customers. Contrast with Bridgepoint store, the staff were prompt, friendly and extremely helpful. They get 5 stars. read more

The best customer service experience I've ever had at a Verizon store, and possibly one of the top customer experience experiences I've had in general. The crew is friendly, fun to talk to, and seem genuinely happy to be there helping you. Will was a huge help, super cool guy, and the rest of the team gave the same vibe. I hope my phone doesn't break, but if it does, I know where I'm taking it. read more

Wilbur the manager at the Burlingame Avenue store could not be more professional, diligent and friendly! I recommend this store to all. I have gone in to this store many different times and every time I receive fanastic service and hospitality! Terri read more

I am very, very unhappy with Verizon and it's customer service regarding the 4G data cards for mobile web. When I first got the pantech uml290 it worked great. Now after only 1 month nothing works not even 3G I keep getting an error code 604. I have called tech help and they won't give me an answer. It's a shame verizon treats it's customers so poorly. read more

it's a hit or miss here. it's nice cuz there aren't usually many people on burlingame ave during the weekdays compared to the City, but the staff is inconsistent. some of them go out of their way to help you, but some of them just hang out and gossip amongst themselves. so... in conclusion, sometimes a 5, and sometimes a 2. Guess it would be 3.5 stars for me. read more

I recently switched to Verizon, and went to this store to get my new phone. For my job, I need to have a functioning cell phone, and since my old one had broken, I was in a rush to get a new one. I explained that to the man who helped me named James, and he was able to go over everything with me in a very comprehensible way. I do not know much about the different kinds of phones offered now, so I described exactly what I wanted my phone to do, and he was able to show me the phones I would like. Some of the phones on display were different than the ones in the back for some reason, but he was able to explain the differences to me, and it was ok. I will admit, I asked him kind of random questions, and I was impressed that he was able to answer all of them. Even if he didn't know it of the top of his head, he knew exactly how to find the answer, and told me quickly. As I mentioned, I was stressed from having a broken phone, so I appreciated his help, even when I decided I was going to buy a phone for my boyfriend. He tried to warn me that I could just add his line on later, that way he could pick out his own phone, but I insisted. We got both phones, set up the new plan, and got some insurance and a case for my phone. (I had never bought a case for a cell phone before, but the salesman told me that it would be the best way to avoid breaking my new phone like I had my old one. Oh, did I mention how clumsy I am? Any way, I want to thank him for the advice, because I almost broke my phone today! The case has a nice chip taken out of it, but the phone and screen are perfectly fine! Phew!) Well, sure enough he was also right that my boyfriend should have been there to pick the phone out. He hated the one I chose : / So when I went back to the store, I was glad to see James was there again. I brought out the phone, and I swear he knew exactly why I was there, but he was super nice about everything and helped me come up with a really good solution to the problem. I even ended up getting another line for my mom, so now I can call her for free, plus now all three of us are off ATT. We also all really love our new phones and picture messaging. Everyone in the store seemed really nice, but I do have to admit that it seemed like James must have been the manager or something because the other workers asked him quite a few questions while he was in the middle of helping me. It wasn't a big problem because he was able to multi-task really well, but it was definitely a trend I noticed. I heard while I was there that there was new managers working there, I'm assuming he must be one of them, and so if you went there in the past and had problems, it is worth giving it a second chance. They were really helpful, the store was very clean, and I love my new brightside phone and super awesome, protective, red, sparkly case! read more

I recently got a new phone from the Verizon store on Burlingame Avenue and was treated with such kindness and respect that it renewed my faith in human nature. Patrick was particularly helpful and was very patient with all of the new ideas that I was trying to understand about my new phone. I would never hesitate to do business with this store in the future. read more

This verizon is awful! I waited 30 minutes for some help and the associates were just taking there sweet time with the customers who had just finished buying their products! And after all that time they couldn't help me and basically told me I wasted my time. Don't go there for any phone advice. read more

We had the pleasure of working with Wilmer Rodriguez last night to pick up two new phones. We did have to order the phones as we wanted the S7 last month, but they came in early and I received a text and a phone call letting me know. Wilmer was very helpful and gave us all the information we needed, set up our phones, insurance and more. It was a great experience. Thank you! read more

My family and I purchased three phones from this Verizon location. Gloria Lau was helpful, knowledgeable, accommodating, and patient. She helped us choose the right phones for our needs and made the experience simple and easy for us. We definitely felt comfortable purchasing the phones and plans. read more

Best service ever. The manager was so helpful and accommodating that I'm always going there for the rest of my life.

This is my local store, been many times always hit or miss... just when they get a good rep. he is gone. Always a different manager and staff. Maybe 2 out of 10 visits in the past 6+ years (family plan with 4 phones) have I been satisfied with the service. Recently went in because my BB charging connection is defective. Told it is common with the Blackberry and would need to replace the phone. I could charge my phone but I had to jeri-rig the device, well after going into this store and the manager taking my phone, attempting to connect a charging device, he completely negated my ability to charge my phone. Made the error of saying, I did not have a land line... Manager pounced on me to look at some home line device, I had absolutely no interest in. 4 days now without a phone... tired of the run around with these in store veriozon reps... best to call customer service direct-at least they are more truthful regarding fees and service issues. read more