My husband and I came in the store on a Sunday morning and were greeted with an exceptional service representative. James was calm and confident with his recommendations on the best way to navigate our situation with the theft of a phone. He presented our different options and was thorough from start to finish. Not only did he help us but also managed the rest of his customers in a very professional manner. 10 out of 10 would recommend James and the CV store. read more

First off I'd like to let others know.. This store is NOT an official Verizon store. I went there thinking it was a verizon store. I needed help activating an iphone i bought from apple. After 2 hours of wasting my time, and $40 in charges, they could not activate my BRAND NEW phone. I was ready to go return the phone to apple thinking they sold me a defect. I decided to go to another Verizon store near by and try one more time. It took the REAL Verizon store 3 minutes to activate my new iphone FREE of charge, And they explained to me that the Verizon store in Castro Valley is NOT an official Verizon store. They are a 3rd party cell phone dealer. I felt like they wasted so much of my time and took my money for services they never had ability to complete. The Castro Valley Verizon store is actually called Victra NOT Verizon! They should take the BIG verizon signage down from the front of the building. Don't waste your time going there if you're looking for a Verizon store. read more

I came into the store looking for a specific screen protector for my device I had purchased through verizon. Sean, James and Morgan provided top notch service and showed me a wide selection for my device. The value of the product and the service was incredible. You have two fantastic employees at this location. read more

Walked in and waited for 30 minutes with not even one greeting or acknowledgment from any of the staff. Decided to leave and not waste my time here. If you're looking for a Verizon store, go somewhere else, this is not even an official Verizon store. read more

Excellent service . Very knowledgeable and thorough. Fast service.Will definitely recommend

huge shout out to Dylan! extremely helpful and went above n beyond to help me out of a dead phone situation. Thanks Dylan read more

If there is a 0 star, this would be it! I made the wrong decision to get a phone from this store. I came into the store to add additional line. The sales rep Morgan F set me up for a phone stated it is FREE. I realized I am being charged on my first month bill statement. Verizon charged me $570 for the phone that was supposed to be FREE. Also, Morgan mentioned that my phone plan will remained the same with unlimited data and i would still get the hotspot. I lost my 5g hotspot and now I cannot go back to my phone plan before because it is no longer available. Ugh!! I wouldn't have added a line if I know this will happen! Came into the store and spoke to another employee on the floor. He investigated and investigated and said the free phone promotion ended 2 month before I purchased and I would need a receipt stating it is free. Showed him the receipt where it is FREE. He then said he would need his manager to investigate and get back to me within a day or 2 due to in a meeting but I never receive that call so I decided to walk into the office the following week asking for a credit. Marlena (store manager) investigated again and said she would need district manager to approve the credit. So she promised to call me back after a week BUT AGAIN never get the follow up call. Store manager failed me. It has been about a month now and no one from this store call me back and won't credit me back and not willing to take the phone back. All I am asking for is to credit my account for the phone that was PROMISED to me as FREE but I am getting the loop around without any answers and no call back. I called numerous times again but to no avail on a call back to follow up with the issue. This is the worst customer experience! I want a solution from Verizon! Note: I have been a long time Verizon carrier customer and this is the first time I experience something so frustrating! I'm not a person to give 0-1 star but this is for awareness to others. read more

Only one person there. I was told that it would just be a few minutes and 20 minutes later, he still hadn't gotten to the lady waiting before me. Not the first time I've had issues here. Verizon is all about getting new customers but won't value the ones they have. I'm taking my business elsewhere read more

I hate this store. Tried to order a phone last Saturday and the guy tried to sell me on the iPhone air when I wanted a 17 pro. He tells me it might be several weeks. It was ordered and showed up 3 days later when I tracked it on FedEx. He told me he would call to let me know it showed up but I never received a call. I go in next Saturday, one person working, I think her name is Perla. She's busy with an older lady who is upset because she order an IPhone Pro17 and was given an IPhone Air. In the store was one other guy waiting. I wait around just trying to pickup a phone I ordered and 20-30 minutes later I get tired of waiting. I find a scrap piece of paper, write some notes and my number down and say, call me, I just want to know if you guys have my phone so I can pick it up. I show up the next day, (2) workers, (2) customers. Perla is there and says hi, the other guys doesn't. I sit down and wait and wait. The other worker passes by, no one asks what I'm there for. 30 minutes of waiting and I leave and no one talked to me. Waste of time. I've seen this before at this store where workers will completely ignore you- I saw it first hand a guy was so upset he yelled at a worker because he didn't say ANYTHING to him as he waited and waited. I have to make sure I can cancel my order so I don't give this store business. I'll make a complaint to their headquarters and I'll continue to give them bad reviews. I'm done. read more

I don't think anyone wants or looks to be held down by a large cell service provider especially when the contribute to organizations and ideology that I don't support. With that being said, Terry Phillips at this location is parading at what he does. He helped me get home Internet, phone upgrade and anew iPad that I desperately needed. He worked his magic to get me the best deal available. Yet the most important element is that Terry was honest and sincerely took all of my needs and concerns and worked with me man to man. Ask form him personally and he will be committed to taking care of you read more

I made the most wrong decision to trade in my iPhone 10 here. The store manager named Omar failed to submit my trade-in back in October 2021. I called numerous time to get the status because he told me he later had submitted but just waiting for manager approval and that was since February 2022. I called in April and May and he told me that he is still waiting for approval. Now is almost July 2022, Omar is no where to be found when I called the store. They either said he is not in today or helping other customers. Sometime they even avoided my call even I call them every 5 mins. I'm totally pissed and disappointed. I will do what ever to file a complaint with the corporate. Wasted my time. I will never go back to this store if I ever have to get a new phone. Ripped off my $800!!! I will write a review daily until I get a respond. 07/06/22: Still have not heard back from Omar or the corporate. Does anyone have any suggestions on how to bring this further? October of this year will be one year that I graded in my iPhone 10 to iPhone 13 and still have not receive my $800 trade in rebate!!! read more

Verizon - Just when Omar promised to call me back since 3:00 pm, I waited to 7:00 pm, no call back n they purposely avoided my call. - Mobile Phones Near Me - Castro Valley, California

Would be nice if the one person working there could acknowledge the customers coming in and let them know about how long the wait is. Stood there and locked eyes with him for about 15 minutes and other people in the store started asking me if there were people around to help. I went in to see if staying with them would be worth it. Guess this solidifies my decision to go to t-mobile ‍ I went to the t-mobile store in bay fair mall and their customer support was fantastic. The t-mobile store in the same plaza here was closed both times I stopped by even though their hours said that they would be open. read more

Wow to see another post go through the same exact issue im going through currently. DO NOT TRADE YOUR IPHONE AT THIS LOCATION!! I went in last September for the trade in promo for the iphone 13 pro max. Every requirement of the promo deal was satisfied and should have been a $800 trade in value. Was told because the phone was on back order, I could trade the phone in when it arrived. They said that the deal would still be honored because I placed the order within the promo period. Long story short, they did not submit the adjustment like they said they would. I spent the better part of this past year trying to work to someone to follow through but every time I called or came into the store, that person was not in and they couldn't tell me when they would be. Basically no information to help me out but have me just call and pray I hit the lotto. Absolutely the most unprofessional service I have ever received and wish I never went to this store. PLEASE STAY AWAY AND DO NOT GO TO THIS STORE. Look to go to a verizon corporate store because they will be able to help you vs. anyone of the crooks here read more

Horrible experience, very rude and unprofessional customer service. Went there for a upgrade/trade in, after few hours of waiting, we were forced to leave with a open box phone which they promised was JUST OPENED by another employee, and they have already pour the number over to the open box phone, so we weren't able to cancel or anything. The worse part was the female sales told us that they were closing, so we have to take the phone and leave. Luckily iPhone was covered by Apple care. My monthly bill wasn't lowered as promised either, I have to call Verizon serval times to fix the mistake they(store) made. I would give no star if I can. read more

Morgan was extremely efficient on a recent visit to the store. He recommended that I amend my old plan, and remove a seldomly used item. I'd already done it intermittently, but been reluctant to remove the Hot Spot. read more

This isn't the first negative experience here...Ultimately, due to past experiences, I would not have used this location. However, this is where Verizon (Corporate) scheduled the pickup of my online order... Customer service is severely lacking here. As far as I can tell they don't really give a $#!+ either (simply check the other reviews & the responses from Victra)... They act like, since it's required for their job, everyone should know the "ins and outs" of the cell phone business. And if you don't know these "ins and outs" then how have you been surviving at life so far?? So this time around, I Ordered a phone online for pickup in the store. After arriving, the staff informed me there was an issue with the online order, so they decided to cancel it and start the transaction fresh in the store. This ended up taking 2 hours after I was expecting to simply pick my order up. Next, I was double charged $150+ (1 valid and 1 from the cancelled order) after finally receiving a refund it was for the wrong amount ($106).... After notifying them of this over the phone they passed blame to Verizon Corporate, admitted No fault due to being a 3rd party retailer and was then hung up on, by a staff member named Jeniffer, for my negative tone of voice. So, I revisited the store *in person* but there was no management on duty & the same staff that just hung up on me now claimed that a manager would be in the following day and that they would have them call me at that time. Unsurprisingly, the next day came and went with no return call from management and no further movement on my refund. I was holding off on this review until I heard the final result from them. However, nobody called me back, soooooooooo? TBD?? They must do a crazy amount of business here because the reviews have been negative, with the same grievances, for quite some time now and they never make any changes related to the chief complaints... read more

Verizon - Mobile Phones Near Me - Castro Valley, California

I was in the store yesterday for 4.5 hrs. Only one rep which caused part of the wait plus getting a new phone and transferring data from my husband's old phone to my old 14 was very timely. In the end the rep could not make it work. Was told to return to the store to pick it up (I had left it while it was unloading/loading) and told my only recourse was to take it to the Apple Store. However when I returned, Paula gave it an attempt and was successful. She also reset my Apple Watch and paired it with my 15. Not sure what the problem was earlier. Earlier rep did help in cleaning up my account but service can be very slow with only one person when it's busy. Total time to resolve my issues was at least 6 hrs. read more

We came in to get a new phone we ordered online set up- we were unable to activate it at home. Perla was super helpful- she called Verizon support to set up our cellular service and walked through all the steps live with us. She was patient and friendly- even though it did take some time to get everything working! We really appreciate it and are so glad Perla was working when we came in! read more

I went into this store to purchase the iPhone 13 pro on September 28,2022. Boy did I get scammed. I was told by the salesperson named Junior the phone would cost me $1,100 and I would receive a $350. Trade in on my iPhone ES 2nd generation. . There was something about the unprofessional way the salespersons conduct them selves I should have known better, but it was a Verizon store so figured it had to be ok. The next day my gut feeling was still bothering me so I called Verizon and was told that I could get the 13pro for $800.00 and receive $540. Trade in for my iPhone ES. So less than 24 hours later I returned the phone 13 pro back to Junior at the Verizon Store. Out of the $133. They charged me a $30,00 phone set up fee plus restocking fee. I paid to this store I Andy received $53.00 back And was told by Junior my phone was shipped that afternoon to Dallas and would be credit to my account at the new trade in price when they received my phone. Junior was not happy I was returning the phone and I don't believe he ever shipped my trade in phone out. It's been 1 month and my phone still can't be found. This is not a Verizon Corporate Store they are independent even thought the store has Verizon sign on the building and all over the inside of the store . Verizon will not back up nor can they do anything about there shady business practices. DO NOT TRADE YOUR PHONE IN THIS STORE . read more

Verizon - Mobile Phones Near Me - Castro Valley, California

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DO NOT GO HERE FOR ANYTHING!!!!!!!!!! You'll waste ALL your time and money to do anything no matter how simple you think it is!!!! Went to get an iPhone 12. We were told there was a $440 rebate for trading in any phone. I was doubtful and asked if that offer would still be there when we picked up the phone (since it wasn't in stock, they had to order the phone), and we were reassured it would be. When we went again days later to pick up the phone, and suddenly that offer wasn't applicable to my phone. So we were told we can use a $350 off offer instead. We had an appointment to get to and were told it shouldn't take more than 30 minutes. However, after at least 1.25 hours, we left with a phone that they couldn't port and they also couldn't initiate the trade in due to system issues. They told me to call Verizon and do it all myself. But service fees were still charged! So I asked, after all that, what am I paying service fee for? They said it's an automatic fee that only Verizon can refund over the phone. I asked if they could add into the note that no transfers were done to their customer notes and they confirmed thrice that they would do so. So then, I call Verizon, turns out they don't see that note at all, and have no idea why both port and trade in couldn't be done in the store. Had to call Xfinity to port it myself, then spend many days repeating our situation to customer reps at Verizon until only ONE representative out of MANY MANY REPS was able to help, because no one else was willing to deal with this situation due to Victra being an "authorized third party retailer" (this was their excuse for every single issue we had. So why are they even authorized??!!) Also, we had confirmed we did NOT want device protection 3 times at the store but they still secretly added it, so our monthly bill suddenly shot up, and we had to call Verizon about that too. While Verizon was trying to work around one of these many issues, they rerouted my number to a different number temporarily in order to refresh the system or whatever, which also added a third line to our bill. If that's not bad enough, Verizon told us that Victra's $350 and $440 off offers were for adding a new line, not a new phone, and Victra didn't know the difference between the two. We were supposed to get $700 off for adding a new phone instead, yet they ignored that offer for us at Victra. So basically, DON'T EVER GO HERE, because they can't even do a simple phone upgrade. P.S. Update: if you think contacting Victra with the information they reply to your review with will help at all, you're wrong. They called to ask "how things are" and didn't seem to remember anything from this long review. I was very polite for this call but I could tell right off the bat it was just something Victra only does for show. There was no opportunity to talk in that call, no promise that anything would be done about it besides two empty ones they never fulfilled, and no effort to understand the situation. I was told I'll get another call back from someone else who's in charge of this location (then why did some other random person call me instead?!!) and never got that call. Don't be fooled by their replies here on Yelp. read more

So let me start this by saying Seyar, the sales rep for this Verizon store is rude as heck. Coming in, not only were we not welcomed. When my family friend wanted to switch from AT&T, he made the whole plan set up more complex than before. I'm usually not one to complain because I have worked in sales before and understand the other side of things. But the fact that he was just charging us extra fees, and not explaining certain parts of the plan on switching as well. When we asked for explanation, he sighed in front of us, did some side eye roll and gave us attitude. When we asked to speak with him manager, he basically walked away, never spoke with the manager, and came back saying he is still gonna have to charge other extra fees without explaining them in details. And I guess this is one of the main reason why I sticked with sprint for the longest time. Their customer service beats Verizons and ATT. For one of the best network in US, their staff attitude needs to be toned down or else they will truly lose all their potential and old customers. We ended up leaving the store with a new plan for my family friend, but they were disappointed, overcharged and are going to complain with customer service later. read more

Rude people every time I try and interact with them. I get it isn't a corporate Verizon store and only a retailer..... but learn some customer service skills read more

I'm not sure why I bother to leave a rating for this store - there are already enough unhappy customers rating this store in the toilet, where it belongs. I decided to switch back from TMobile to Verizon, since I was moving and had to change my number anyway.... big big mistake! That promotion? Where you get a free Ipad, Iphone 14, and Apple watch? Ha! After several hours I finally had everything hooked up and then was told that my bill that day, was around $700! Two days later I get a notice that my next Verizon bill would be in a week - and $247.00 Where on Earth does that sound like free anything? I decided to return everything (since they claim you have 30 days)... but after "restocking" fees, etc... they would refund me only $157 after I turned in all my equipment.... As soon as I am able I'm getting rid of Verizon and never going back to them again! - and especially this vendor! Morgan made no effort to be anything less than an unemotional robot... and I really wanted to like him. Avoid this place at all cost! (the vast majority of my ratings are 5 star - I usually say or write nothing if I have a bad experience - but this place is the worse! Professor Michael Eggert, Castro Valley, CA read more

Verizon doesn't just sell here, they help out. I got back from Europe two days ago after a crazy trip back home. Super tired and jet laggy, I managed to delete my phone plan. I spent yesterday trying to get it back, but it got complicated with the eSIM activation, resets, etc. I failed to recover my account. This morning, I went to the Verizon Store near me and, thank God, there was someone to help. She spent about 20 minutes calling, clicking and working through the complexities of reinstating my account and I am back in business. Thank you Jennifer!! read more

Fries the store up on the hill actually a fake riser store quality help zero customer service zero I made a call to Verizon the night before had them work on my phone for Hours why they recorded everything I said and I gave them five stars and they didn't even fix my phone they told me I would have went have any problems up at the Verizon store but the people working there they can screw made it against Mexico read more

This Verizon store has been extremely helpful. I came in needing to get a phone for my stepmother for her birthday. She had a crappy plan & phone. I needed to transfer her over to my plan to save on costs. I couldn't have asked for a more nicer or helpful person than Jennifer. It ended up taking me 2 days to get this done and she was a trooper. I'll be back in about a week to upgrade my phone. read more

Careful dealing with this location. Customer service is atrocious. Called Victra to see if they had the iPhone 14 pro max 128gb in stock and their cal set up a check in for 2-3pm for this location since the agent said this location had it on stock. I came in around 2:45 and I told a rep there named junior why I was there. Junior told me I needed my account pin and transfer pin in order for me to switch. I called my provider and got both those info and gave it to the rep. He then told me the phone needed to be unlocked in order for him to proceed. This is the moment I felt this rep was either don't give a shit or incompetent. Why in the world didn't he just say that in the first place and he responded "well, they should've unlocked it already when you asked for the transfer pin." Say what??!!!! Trying not to lose my cool I called my provider again for them to unlock my phone. Once that was done towards the tail end of the transaction I realized junior had the 256gb pro max instead of the 128gb I came in for. Was there any accountability on his end? HELL NO!!! He had the nerve to tell me he wouldn't pull out the 256 if I didn't ask for it. He even had the audacity to tell me he never makes mistakes that's why he pulled the 256gb. Needless to say, I was dealing with someone who doesn't belong in the customer service industry. To the corporate office - I have the email confirmation regarding my inquiry for the pro max 128gb on file and a call log on sept 16 if you would like to look into this further. read more

Don't bother with this Verizon location. I called ahead and was told the new 15's would be available to view (wanted to check out the colors first). I go and there are no 15's on display. There were three agents and three customers. I stood around for 20 minutes - nobody said "we'll be with you shortly" or even acknowledged my presence. I left. They all need to be retrained in basic customer service. read more

Terrible customer service!!!! When I got to the store, the guy helping me, Ben (African American, male, mid thirties) greeted me. He was the only one working. He was helping someone else. After waiting over an hour, it was FINALLY my turn. After giving me my options (felt like a sales pitch) I went with the iPhone 12 pro as that was my only option since there were no other phones (besides the 12 max pro) in the color gold. As he rung me up, he says "oh I can't sell this to you. It on hold for someone else) Ben didn't even apologize!!! I wasted 1.5 hours, left my two year old and 2 month old with a baby sitter all for nothing! I'm beyond frustrated!!!!!! DONT GO TO THIS STORE! read more

My grandma was having trouble with her phone charger and received great help from a young woman working this past Saturday, 06/20/20. She didn't get her name but wanted me to leave a review thanking her for her kindness, patience, and sweet personality. She had a great experience despite the restrictions placed due to COVID-19. Thank you! read more

I would like anyone who is seeking professional and well trained staff to avoid this store. It used to have professional, courteous and helpful staff that out the customer first. This is the second time in 6 weeks I have gone to ask simple questions to purchase a phone for my mother and today to have her purchase a case for her phone (I purposely purchased it by phone). The staff was rude and unable to manage the customers who needed help. It is a huge disappointment, I have been accustomed to excellent customer service. A loyal customer with poor experience at this location, perhaps some training would help store. read more

The employee, Ellie, at the Verizon store in Castro Valley [on the hill by Safeway, E. Castro Valley Blvd] was extremely helpful, friendly and professional. She went out of her way to assist me while she was waiting for info for another customer. She resolved my issue in a timely and efficient manner. I would go back to her for assistance. That is a true employee who does her job, doesn't complain and goes out of her way to make sure you have your issue resolved. Rare to find employees who actually like and do their job. Thanks again to Ellie - she is amazing!. Chrisb read more

I couldn't find a place to write a review but I saw others doing it on here. I have been a Verizon customer for 8 or so years and the last 4-5 years have been awful. Verizon has some of the worst in-store, on phone and online customer service I have ever experienced. The call quality is not superior anymore either. I am unsure if its a location issue or Verizon issue but the instore agents lie about discounts, sales and prices as well as adding charges to your bill without your consent. In the past I have requested lines to be removed as well and lines were never removed. Today I was told I would receive a $25 loyalty discount, which is great! Once I got off the chat with the agent he changed it from $25 to $10. I then got back on the chat and have been told I don't qualify for a $25 discount, even though the agent offered this. I am 2.5 hours into this chat with customer service and they refuse to honor their discount THEY OFFERED. At this point I guess they'd prefer losing a 8 year long customer rather than honoring their original offer. Supervisor Ryan and his team with the online chats have been awful. I have been tossed around to 7 different agents, agents just ending the chats with no resolution. Verizon is a joke. They charge double the cost and for what??? ATT offered me the same plan for over 50% less. Verizon has opened my eyes to how horrible they are and I'll be taking 8 years of loyalty else where. read more

Morgan at the Castro valley location was so helpful. He helped setup a business account and transfer all my information over. He was very patient because it was a lot. He was great!!!! read more

I don't know where to start but here's the timeline of events: 9/15/2022: Went in to port over 5 lines from xfinity mobile. Took 2 hours since i had to get a key from xfinity. They order my iphones and charged me $55 for the sims card and you can put in these sim cards on your old phones, then come back in when the new phones arrive ( ordered 5 phones with them) 9/16 Went back since the numbers were ported to a different number. Rep said they had to port over to a temp number since I was coming from xfinity. Did not mention this to me at all during this process. She called verizon support, was in store for 2 hours and left. She left me a message saying there's nothing she can do, you have to wait til the phones come in to port over to your old phone numbers. So we didn't have your numbers for 5+ days. 9/20 Phones finally came in. Took 3 hours to port. Had to leave store and come back. Charged a setup fee of $30 for each line + taxes on phone. 9/23 Came back to trade in my old iphone 11. Promotion was to get an iphone 14 free if trade in these models. When trading in, value was only $175. I ask if this is correct. He said yes, don't worry about it. 9/29 Came back since the trade in only took a 1 time deduction of $175 on my bill. He told me to just wait til the next bill. Called up verizon and said store made a mistake and they were able to fix it over the phone. Save yourself the trouble and go to an official Verizon store or order it online. You will prob have less hassle since they are calling in for all these issues. $150 setup fee for 5 lines for them to mess everything up is not acceptable. Never Again! read more

I have no idea about the negative reviews, but I came in and a delightful young lady was already helping someone with her phone. She proceeded to be help the customer, talk to the technician on the Verizon service help line AND helping me put a screen saver on ALL WITH A SMILE ON HER FACE. Very professional and out in no time flat! This is NOT a "VERIZON" store per se, but an extension. If you want true Verizon you have to go to the mall read more

Like others that have posted before, I had my turn at playing the invisible man when visiting their store last Saturday. The employees will not make eye contact with you and will happily let you wait, as I did for an hour and a half before one of them finally asked me what I was there for. I just needed a shipping lable to return a defective product and was told by online customer service that I would have to pick one up at a verizon store. Turns out this retailer is not a corporate store even though my search for verizon factory store resulted in this store being at the top of the list for my zipcode. I ended up returning my defective router to the San Leandro store the next day. The whole experience has me questioning my entire relationship with Verizon and their retailers. read more

Such an awesome team. I love this store because they're just so nice, genuine and helpful. SHOUTOUT TO ENRIQUE read more

Seyar made the transition from T-Mobile to Verizon easy and simple for us! He ordered our phones from another location and had them ready for pick up in the same day. He assisted me with setting up the Verizon app and my auto bill pay. Seyar has always welcomed us with a smile when we have come into the store and remembers me by name. We are so pleased to have switched plans and are thankful for Seyar for making having a Verizon plan an easy decision! read more

Since I live in Castro valley so I checked on Yelp for the closest Verizon store . This place had a lot of one star review so I was kind of scared to go,but I'm glad I did . A new manager named Bryan help me with my dad's phone . He was very nice and very helpful . I had a good service and the main point was that I was Happy . Thank you Bryan . read more