Dont bother going here. During the first 7 days of the14 day return policy, my iphone froze, Siri didnt respond and I had to reset it 4 times to cure those and other issues. I took it to the store for it to be replaced. All they did was reset it (5th time) and say now it was fine. No replacement without $50 restocking fee. I went home, called Verizon where they credited me the $50 and told me to go back and get a new phone. They couldnt understand why the store manager, Carlos, was so uncooperative and apologized for him. Back to the store where they finally gave me a new phone. Did they bother to open the box to see if it was there, or if it worked? No, they told me I could have a seat and see for myself. This store, and manager Carlos, need a hard reset. read more

Two stars for remote customer service responsiveness. I started on chat, my question got referred to an agent, and I've been on hold over another 35 min and have to go back to work. They need more agent availability. read more

Arrogant tech syndrome. Went into the Corte Madera store to pick up a new iPhone. I am reasonably tech savvy, but not a whiz. Striking a balance between arrogant condescension and dismissive disdain, "whiz kid" grabbed the phone out of my hands and rapidly scrolled through screens, no attempt to actually communicate with his customer (me). I am reasonably tech savvy, have owned a succession of computers of all sorts for 35 years, and have been an iPhone user since 2007. Early adapter, probably about a 6 on a 1-10 scale of tech awareness. Why don't you hire some human beings who actually bother to relate to other human beings. Last I checked most of your customers were human. Might help. read more

I know the labor market is tough, but WOW, there's got to be better than this. Went into the Verizon store in Corte Madera to accomplish the most simple task: change my phone #. I had just moved to the area, so I wanted a number that reflected the area. After a 15 minute wait, I met with rep Justin. I explained that I wanted to switch digits. He shared I could do it online thru the app (we all know how that often turns out), so I declined said I'd pay the $15 to do it in the store. He logged in thru his tablet, we picked a number that I liked and then he basically read thru the final instructions like it was the first time he'd had this request. The problem?... He didn't save/process the request, so after leaving the store, turning off my phone for 10mins, re-starting, number unchanged, and going thru the process a second time, I called 611 customer service. Their response: the store employee didn't save the request and the phone number I chose is no longer available. Smh, what the?? Needless to say, after thinking that working with a live human would be better, I'm looking forward to the days of AI robots. It couldn't be worse than these halfwits. read more

This is a tale of two Verizon stores. IT WAS THE BEST OF TIMES... http://www.yelp.com/biz/verizon-wireless-novato#hrid:MzrtROCtelAJllU5bTYraA/src:self IT WAS THE WORST OF TIMES... My negative experience at Verizon's Corte Madera store made this longtime Verizon customer seriously consider switching her phone plan. Unfortunately, the word most often used by the folks here is NO. As in: "NO, we cannot duplicate the issue you are having with your phone." "NO, we cannot exchange it." "NO, we are not going to discuss options with you." "NO, we are not interested in trying to resolve the problem." "NO, customer service are not words in our vocabulary." "NO, we do not want you to come here ever again." Not to worry, NO we never will. This information was conveyed via the words and actions of sales associate, Wen and his assistant manager, Issac. Seeing all the 1 star yelps of this store leads me to believe that my experience was the norm rather than the exception to the rule! read more

After recently remodeling the store I thought "hey maybe they fixed the customer service attitude" Nope. I was having problems with my phone so I initially called VW and they tried to fix it, no go so I had to go into the store. I had been there before and there is always a line, always. I entered my name on the touch screen pad and after only a minute went by someone called it! Wow what luck. I was explaining my issue to the "tech" and he grabbed my phone from my hand and pulled the back off. VW dude "oh see this dot, you have water damage" Me "that's strange I didn't get my phone wet" VW Dude "maybe you brought it into the shower" me "no I don't make many calls in there" VW Dude "maybe it fell into the sink" Me " I don't do dishes, we have a dishwasher, plus I would have noticed" VW Dude " Well you obviously did something since this dot indicates it got wet, possibly from being in your pants pocket?" Me " my thighs don't sweat. Can I have my phone back?" OK so not only was I accused of having sweaty thighs, apparently I need to have excuses shoved into my mouth as to how my phone got wet. Which I am still trying to figure out. When my contract is up I am leaving, thanks for having me Verizon. read more

I am cancelling my Verizon Wireless service because of the way I was treated in this store. I have been a Verizon customer for 10+ years and am having battery issues with my iPhone. I was hoping to upgrade just 2 days prior to my official upgrade date, as waiting the additional two days would have interfered with my work and holiday plans. Instead, the female sales associate suggested I either a) cash in my insurance or b) go to the Mac store and see if they could help me. Why would I do either of those things with two days to go? To top things off, when I reiterated that I was a longtime customer, she suggested Verizon was doing me a favor by "allowing" me to upgrade in the first place. Well guess what, Verizon: you're not ALLOWED to have my business anymore. read more

While we were in the Corte Madera Town Center I decided to go into this Verizon branch since the one close to home (EC Plaza) usually involves a long wait. I signed in and was told it would be about 15-20 minutes (it was) I had noticed a msg on my cell that my "SD card was damaged. " The staffer that waited on me was very helpful and explained what I should do. He also suggested that I buy a wifi memory link (Forgot the real name). There happened to be one on sale-yay! I replaced my SD card and the staffer installed my old SD card into the new memory link I was buying. Epilog---wasn't able to retrieve all of my old info on the previous SD card but now I know what to do in the future. read more

I hate hate hate having to go to this place! You cant just go in and buy something, you have to sign in at the computer kiosk, put your name in and your phone number, choose from one of a zillion stupid options....ugh. I just wanted to get a battery for my phone! There's also no place to wait because all the walls are lined with display phones, so no matter where you stand you're in someone's way. However, you'll ALWAYS have to wait. It probably took them 10 minutes to ring me up once they actually found the battery I needed. I wanted to say "JUST TAKE MY MONEY AND LET ME GET OUT OF HERE!" The place simply has too much technology infrastructure which is so over-designed it's actually far less efficient than any "normal" store format. read more

The one star is for the one woman who helped me with my phone about 2 years ago. She was awesome. She is no longer there. The other one million negative stars are for the current staff. They're inept. Without fail they will sign you up for the wrong plan, add on random extra charges to your plan without your knowledge, order the wrong extras for your phone, or quote the wrong price entirely for said phone. No one seems to have a handle on the promotions going on at any one time even tho ostensibly this is their JOB. Since we like VW service and coverage, I have found it easier to do the minimum at the store, then immediately go home and call the 800 number for someone who actually knows what they're doing. read more

I am writing this from inside the store. There is a sales rep who is on his personal phone and another one playing on the iPad. I'll be honest, I know when people are busy and I have no problem waiting. However this is not the case. I had to return something with a receipt - should take 2 minutes. I have been waiting 18 minutes now. Do not come to this store if you expect fast service or great customer service. Everyone other store I have went to has been a huge help and it was a great experience. read more

If you want consistently good customer service this isn't the Verizon store for you. You will find that most of my reviews are 5 star -- because I am good at researching where I spend my money and am usually very pleased with how my research pans out--thanks to my fellow yelpers. Sasha R's review sums up my experience during the past year at this store. I, too, had a really sweet woman help me in there a couple of years ago and she is no longer there. The salesperson who waited on us during a recent visit concerning a newly purchased malfunctioning smartphone was the opposite. He was unknowledgeable about how to use the particular phone -- after telling us how easy it was to use -- and didn't offer any acceptable solutions to a manufacturing flaw in our piece of equipment. They will tell you anything to get you to buy / keep something past the return date, and then get all the details of your situation mixed up, so when you call customer service to reference anything about your account, they have opposite info. from the info. given you in the store. As an adjunct to this review, I will say that after many more calls to verizon's highest level customer service + another visit to the store, we were given what I would consider a fair enough solution to our problems. It's a shame that this whole ordeal consumed so much time and energy to simply get decent customer service. read more

I really do not think it is possible to have worse customer service. I have been to this store twice and I am actually incredulous that they manage to stay open. Though the store had several people working the first time I was there, every customer was there to complain about problems they were having and not one seemed to be leaving happy. I personally was just ignored throughout the process other than by someone whose job seemed to be a "greeter" of sorts but then was not capable of answering any questions. The second time I was at the store there were again several people working but they seemed to be more interested in their conversations they were having with each other than actually helping anyone. I have had numerous useless discussions with Verizon customer service as well. There are simply too many other carriers to choose from to put up with bad service. read more

Avoid! They treat you very nicely when you get in there, making big promises to get the sale. However, after 2 months of trying to make them actually honor those promises, it's a bit ridiculous. Never again will I go there! I will give marks to the Manager (well, the second one who replaced the original guy), who actually made sure that all the promises were met. But seriously, 2+ months? What a headache. read more

absolutely the worst customer service of any telecom store I have stepped foot into. Rude staff who all proved to be arrogant, lazy and chose to make things difficult for no reason. It was like dealing with TSA trying to get questions answered about our account and then when it turned out my drivers license had just expired, they tried to say they couldn't help us! Mind you, our verizon phones, in hand, answered all security questions, logged into our verizon account and was on the phone with verizon corporate customer service -- but still, they were useless. I hated giving them the business to buy a new phone while we were in town for the holidays. read more

Since my last review years back, the place has been remodeled and overall I had a better experience, though now I tend to shop for phones on the Verizon website to not have to deal with salespeople.. and recently I got another example as to why! I went in to the store to see if I could find a smartphone for my husband since he is looking for a smaller-than-the-usual phone. Someone asked me if I needed help and I said I was just looking around and she said that someone was immediately available if I needed to ask questions, so I said sure. I told the salesman I was looking for a small smartphone and we had an upgrade available and after giving him my husband's number he asked me immediately, "Will you be buying it today?". Well I know what that means.. my level of customer service was about to plummet once I said no, and I was correct. He did show me one small smartphone that was in the back, not on display but could not tell me how much it actually would cost. Let me repeat that. HE COULD NOT TELL ME HOW MUCH IT WAS. Probably because he didn't care enough to find out since he wasn't getting a sale off of me. He was totally flippant and quickly asked me if I needed anything else and went on his way. We will continue shopping online. Don't waste your time here. read more

We have been several time s in last 12 months. Fabulous service, no wait and always a solution to our problems. Great about masks too.

Bottom Line: Order Verizon phones and services online. Horrible experience at the store. We needed to transition to the Verizon network because we recently moved and could not get cell phone reception at our new house. The first representative with whom we met explained that our current cell phones would not work with the network and that the cell phones we wanted were not available in the store, so he ordered them online. We paid in the store and assumed everything was finalized. We were not on the lookout for an email from Verizon asking us to submit additional documentation and, with the move, missed seeing it until after Verizon's three-day window to provide documentation had passed. Our order was cancelled. After 45 minutes on the phone with Verizon customer service, I called the store. I spoke to a representative who assured me that the store had the phones in stock and that he would put them aside for me and help me finalize making the switch to Verizon. I drove to the store, where I met with another representative. Although I had driven to the store only after being assured that I would be provided the phones, the new representative told me: (1) the offer I wanted was only available online, not in the store; (2) I could NOT order online and pick up the phones from the store, even though they had been put aside for me, because of the way the system worked. Even though this process had been a huge waste of my time, the store could do absolutely nothing to assist. To add insult to injury: The representative "helpfully" provided me with a copy of his business card, where he circled a website from which I could order the phones. After reviewing the site at home, I saw that it was linked to the representative's userid. Presumably he would have received a commission had I ordered from the site. Not impressed and would not do business with this store again. read more

Every time I have been in this location I have been met with nothing but excuses and reasons why they can't assist me. To top it off this comes after sitting around for 30-40-60+ minutes waiting to speak with someone. Today was the last straw. I went in with a problem with my new iPhone which is less than two months old. The guy basically called me a lier when I explained the situation. His solution was to take my phone and have a "like new one shipped out overnight". Like new??? It's a brand new $1000 iPhone! Like new my ass. I want a brand new one. Will never return to this location again. Avoid it at all costs. read more

We were in minor panic mode due to a piece of my wife's charging cable breaking off in her phone. Matt was extremely helpful, explaining how I might be able to fix it myself. I still can't believe it worked - but it did and saved us a lot of money. And of course the satisfaction of not having to give Apple any more of our money. He also talked me through two other questions I had. Thanks Matt - we'll definitely be back to this particular store when it's time to get our next phones. read more

I purchased my new IPhone at this location just recently. They were nice enough to guide me thru the purchasing process. They also helped me with the entire setup of my new phone.... They have been very helpful with my followup questions as well, I have stopped by there at least a couple times with quick questions. Excellent !!! read more

Absolutely hate this place. I've never not had a terrible experience here. Slow, lazy staff. And they are understaffed so wait time is typically 45 minutes. Associates can never clearly explain the phone plans, probably because corporate designs them such that the consumer doesn't understand how he/she is getting screwed. But nonetheless, I dread having to go here. read more

most useless, unprofessional, rude staff you can have. VERIZON, RESTAFF THIS STORE AND PLEASE GET SOME NEW MANAGEMENT. UPDATE: got an email from a corporate customer service representative after posting this review. I took the time to explain my issue to her, but she never bothered to even get back to me. I guess their corporate offices are just as crap as their stores. read more

Made an appointment online. Walked in, checked in and within minutes was waited on by Maciek Sulczynski. I wanted to upgrade my sons phone. I gave Maciek my budget and desired features. He helped us find the perfect phone, under budget! No high pressure sales. Very knowledgeable and extremely helpful! I have been a long time Verizon customer and this is one of the reason, excellent customer service! Thank you, Maciek and CM team. read more

Great experience upgrading our phones at the Verizon store in Corte Madera! Matt, the manager, was most welcoming and professional. James, the sales associate we worked with was efficient, informative and a pleasure to deal with. Keep up the great job! read more

THIS REVIEW IS FOR VERIZON ONLINE. I called to buy a phone and 1 month of prepay, that took several phone separate phone calls. I was told my total was $101. My confirmation email said I was charged $53. My bank was charged 103. I called this am several times, they couldn't understand I did not want to transfer my phone number over yet, I don't even have the product! I wanted to know why my bank was charged $101 and their email said I was charged $53. There's no nothing about the month of service I paid for up front. They have no record since I don't have service?? they have my credit card number.... I finally spoke to allen a supervisor who kept trying to help me switch my number, not listening to the billing issue. When I asked to speak to his supervisor I was disconnected. I called back, asked to speak to a supervisor immediately.. Christine told me 'someone' from that dept will call me back. I will not hold my breath. I will be calling the Dept of Public Utilities. At this point I just want my money back they can keep the phone. Keep notes who you talk to, when and what's said, they record all calls however don't try to record them.. they won't talk to you. lol read more

I have issues every time I go into this store. Whether it is long lines or people that dont know what they are doing, it really sucks. I like verizon, so it's upsetting that their customer service at this store is terrible. I went in one night an hour before closing to get my new iPhone4S set up. We got on the waiting list, but I felt that there were 5 employees present and only 2 people were actually doing something and helping people. When we finally did get help after an hour of waiting, the guy could not actually help us. I find it MUCH easier to call the Verizon customer service number. They are very helpful and it saves you time. Also, from talking with her, we realized the guy at the store was very wrong and didnt alert us we would be charged for the changes he was making to our account. As for the actual store, the remodel looks very nice. read more

I typically HATE going to a carrier store, but Wen has made my experience a peaceful and easy one. I explained to him how I was waiting for this phone, and he was able to order them for me. Not only did he make this process simple and easy, but he was also able to have us keep our plan and save $8 a month! If we didn't just add two financed lines, he would have saved us around $45 a month which is nothing to sneeze at. Wen is five stars, but I'm giving four stars because I came later in the day (Wen was not here) and was put in the queue to be helped. I waited about 15 minutes, which wouldn't have been a problem, except for the fact that there were about three employees with tablets who were just chatting or standing around. It was like they checked out because it was only an hour until closing. If you come here, come in the middle of the day. It's typically more productive and people are more helpful read more

If you need help ask for WENDI-RHODES-JOHNSON. My email was not working and I went to three stores. One in CT one in SF and then to her store. Within minutes she solved the problem. She is a smart gal and I highly recommend her. Lois Anderson read more

Bought a new phone at Verizon in the Corte Madera Town Center. They would not transfer my information from old phone to new. Suggested I call tech help. That call took two hours and my phone was still not working. Other Verizon stores transfer contacts etc. This store is the absolute pits. What a major pain. read more

As I purchased a new iPhone, I was thrilled that the Verizon here had downloaded the Crossy Road game on one of their newer iPhones and I was able to play this while awaiting setup. Excellent customer service! read more

Very poor experience. Sales rep & Manager did not take responsibility for honoring commitment Verizon service & THEIR store made previous day. Long story short. I called their location, they told me to call Verizon national number instead. Verizon national number talked to them, then told me to come into store the next day. The next day Andrew, and then Carlos, the manager, did not acknowledge that phone call and shrugged off all responsibility. I wasted 15-20 minutes waiting to talk to someone, watching them serve sales visits ahead of my exchange, then 15-20 minutes with them. I almost never write these types of reviews, but I will never go to that location again. I left more frustrated then I have been in a while (since last Comcast call). Verizon national number afterwards was far more accommodating. read more

3 Star service but negative stars for the online account management. I tried to see last month's bill and a breakdown (not the current bill) but it isn't to be found. Maybe the site designer has a backdoor to it! I'm the "account manager" but I kept having to give myself permission to do anything. Back to ATT when my contract is up. read more

Moises at this particular store is seriously amazing! I came in with my parents (first time cell phone purchasers/users) to get them on my phone plan. What I anticipated to be a painstaking process turned out to be a welcome relief. Moises was patient and thoughtful, taking the time to answer all our questions and get us set up with the best options. read more

Fantastic experience this week with Katie. We were on our way to the Apple store for a new phone and saw Verizon's new location at the Village mall. (Their service was so slow on the other side - Town Centre - that we just stopped going there and would call to order by phone instead.) Katie was very knowledgeable about products, made the various payment plans super clear, and helped us reduce our monthly plan costs. read more

I am the type that does a lot of research before buying and asks a million questions. The staff were knowledgeable and helpful. I returned the next day to buy the IPhone 6S plus. The process was relatively easy and Justin is the guy. He got it all done swiftly. read more

Told I would wait 30. Now have been waiting over an hour and no one has checked on me. Poor service. Manager said he would help me out after waiting for an hour and then he disappeared for the next 20. read more

A sales by the name Justin was totally not helpful when I went in to inquire about Samsung Note 10 which I was interested in upgrading to. Almost all questions I asked were answered with "Google it", or "look it up online", or "I don't know". Why is he in sales when he doesn't know anything, or not willing to tell? read more

Where do I start with this one? I don't even know. I went into this store with the intent to purchase my mom an iPhone 5. I was helped by a gentleman who would be better off selling used cars. I immediately felt uncomfortable, but hey, I was buying a phone, knew exactly what I wanted, who cares if the guy is a bit slimy. Turns out they didn't have the phone I wanted in stock, so they were going to send it to me. No big deal. Guy told me that he couldn't do a 707 #, but I could do it online, once I had the phone in hand. Oook. I didn't think that was the case, but once again, oh well. My phone was sent three weeks later, but Fed Ex said they delivered three times, even though they didn't bother to knock on my door ONCE. Instead of it going to the Fed Ex store for me to pick up, it went back to Verizon. I was angry with Fed Ex, not Verizon at this point, but was pretty disgruntled at the fact that two months after the phone coming out, Verizon still had issues with keeping them in stock. They were kind enough to refund my money on the phone. Anyway, my phone bill was higher in December, but I have a habit of going over my minutes and gigabytes, so I didn't think much of it. January was crazy expensive, but it I had once again gone over my data plan. I resolved to never go over my data plan again, because it was making me contemplate selling rights of my first born in order to pay for my cell phone bill. So, that brings me to today. I went to the San Rafael store in order to finally get my mom a phone, and upgrade my data plan, because GOD KNOWS, I apparently needed it. After two hours at the San Rafael store, I learned a two things. 1. The car salesman apparently signed me up for a share plan AND kept my original plan. So my cell phone bill was high because I was paying for TWO SEPARATE LINES. 2. Car Salesman flat out lied to my face, and they could have set up a 707 #. I am so angry at the Corte Madera store right now. I don't ever want to step foot in that place again, and will for sure glare angrily when I pass by. I feel like I've been swindled. and honestly if it wasn't for the awesome San Rafael store, I would no longer be a Verizon customer. read more

I reluctantly went in to replace my handy iphone, which had gradually been developing a technical glitch after 2.5 years of good service. The store is clean, spacious, and in a good location, and the wait on a Monday afternoon was just a few minutes. I was introduced to Asif, who turned out to be great: friendly, knowledgeable, supportive, patient -- a fine profile for someone who is helping people with their phones. Based on prior experience I was dreading the process of moving all of my information and email to a new phone, but Asif made the process relatively easy, was not at all salesy, and provided solid advice along the way. It took a while to set up the new phone, but only half the time of my last conversion which was a great relief. The only reason I've given four stars instead of five is that Verizon has moved to a different plan structure which makes getting a new phone a lot more expensive. What your "upgrade" now entitles you to is the privilege to pay an extra $30 a month in regular installments for your new phone over two years rather than paying $800 up front. No more $180 iphones in exchange for a two-year obligation to stick with their uninspiring service. Verizon claims that this super deal gives you the freedom to switch carriers whenever you like, but my guess is that it mostly enables them to make more money by tapping your bank account on a regular basis. At any rate, kudos to Asif and his colleagues in the new store, and a pox on all the carriers! read more