Only because this branch is closer to us, I kept going back for help. As usual, the male front person can't do anything, don't know anything. I have to drive to the branch at Emeryville. read more

Alicia Rosy was wonderful. I had an issue with my iPhone and she stayed with me all the way & explained everything. It was actually a very pleasant experience even though I was there awhile. Two thumbs up for sure! read more

If I could give 0 I would. I went in to get my upgrade and renew my contract. I waited 2.5 hours and was helped by the acting manager Hendrick who seemed like he just wanted to get me out. The entire staff was complaining about not having breaks. I left with a phone but unbeknownst to me was an 8gb. I didn't notice until almost a month later when I was taking a video of my son and it said I didn't have enough storage. I looked through the 5 miles of receipts and sure enough it was an 8gb. I called cust service and they told me to go into the store and they would be able to help me. In the store I spoke with a friendly salesman named Tom who understood my situation. He left message with the manager who never got back to me. I went in again and spoke to the guy who sold me the phone who didn't speak when he came out of the back. Just stared like he was annoyed at my presence and basically said it was my fault and "no matter how long I stayed in the store his answer would still be no". I've never been treated so poorly. He also said and I quote "I wasn't even supposed to be doing sales that day but I did you a favor because you were waiting so long". Again rude. He gave me the actual managers schedule and told me to contact him but said the manager already said they couldn't do anything about it. Why didn't the manager call me?! Long story long rude! Unwilling to help or take responsibility! Don't go to this store and maybe go to a different company. read more

Rude and condescending representative! I went in on Sunday to get assistance in getting my AW3 returned back to VZW. The rep I worked with was immediately rude stating I can't return it to the store. I was simply following instructions from VZW customer care on how to properly return the watch. He was not helpful yet just wanted me to be on a wild goose chase in getting support since he didnt have watch he couldnt help me get it activated and that apple has then so i should go there. Well I have talked to tier 2 VZW tech support and tier 2 Apple support and guess what its VZW number switch issue! I hope management reads these reviews and does some remedial training on customer service! I will look for a better VZW store to go to! read more

Jessica, salesgirl, is great! Security personnel are friendly. The manager doesn't give you the name of their supervising manager so you can make a formal complaint, or take care of you, a new customer. Waiting an hour to talk to someone is not an indicator of a well-managed store and having a manager comment to me that I might as well just move in the store (after waiting for so long) is uncalled for. I returned to the store with my simple refund request for a 2nd time and the manager said he will 'think about my request' but he was likely waiting for 3 days so that I wouldn't be able to return the product w/o a penalty. Fortunately, the problem was finally handled successfully by Jonson, manager, on my THIRD visit after purchase who apologized and started at this store on his first day today and he didn't BS me although he did try to sell me a product upgrade during my inquiry of an existing product I had purchased. read more

Awful, terrible customer service! The customer service rep tried to force me to select a plan that I don't need, even though I told him 3 times I don't need a phone w/ a data plan! Very inflexible and doesn't listen to what the customer actually needs. I ended up going to the AT&T Store in the same El Cerrito Plaza. The experience I ended up getting at AT&T was so much better. As far as I'm concerned, Verizon has lost me as a customer for life! read more

I went in here twice trying to find out how much phone/data plans would cost. Second time in, the girl who helped me blatantly lied about the cost of service. Told me the only contract options were at a much higher cost than what I already knew was available. read more

I went to this store a couple weeks ago because the Verizon in Shattuck was out of Note 4's. I waited 10 minutes to get helped, which was fine because they were busy. The guy who helped me, Carlos, kept trying to push the Edge program, which I did not want and have heard many negative stories about. I was fine paying the 2 year contract renewal price of the phone, but Carlos KEPT pushing the Edge program. I explicitly said,"No" politely at least 20 times, and I'm not even exaggerating. I told him I did my research on the program and since I'm not paying for the line I couldn't make a decision that would potentially affect my parents' bills. Carlos even asked me if I could,"Call my parents and try to convince them otherwise." He still would not shut up about the Edge program, and it got to the point where I told him I would leave because he was being rude. He answered with,"Suit yourself, you don't like taking counsel so that's your problem." So condescending. I understand that they are told to push certain programs and have quotas to meet and what not, but I have never had to deal with any employee this pushy. I have had very few positive experiences with Verizon customer service with the exception of a few phone line calls at home and the one on Shattuck typically has very polite, non-pushy employees. There is no doubt in my mind that Carlos was the most rude employee I've ever dealt with, of any company. Don't go to this store, or if you must, don't get this guy. read more

Nice, spacious, well-staffed store. I was greeted and then signed in immediately. Alena helped me with an upgrade I had doubts about. She was very patient listening to me, answered all my questions, and I left with a new phone, data transferred and all. read more

Tom is the best! He gives personal attention and has helped me with my phone and service many times. There are times I get frustrated with the big corporation, but Tom's personal service makes me want to stay with Verizon. read more

Tom Weeks provided excellent customer service. I came in with an issue with my plan and he found a creative way to ensure my satisfaction. I also witnessed Tom, mentoring other associates, in his uniquely kind approach and ensuring customers leave happy with Verizon services/products. Verizon management should recognize his contribution as an excellent employee and salesperson. Bravo to Tom! read more

When you first walk in the door, they are pushing each other down to help you out if you're a new customer. This was me one month ago. My only complaint on that first visit was all the upsales. However, my phone did not work well for me. I had zero reception almost everywhere. I went back to the store and they said it was fine. I went home and called tech support, they ran a check and couldn't find any problems. Went back to the store and they replaced the phone-this caused me to lose all my pictures, ring tones, apps, and the skin they had talked me into purchasing in the first place. Unfortunately, it didn't work and I still had an unreliable phone. One day the phone completely froze up on me and couldn't be used for incoming or outgoing calls. I called tech support-was on hold for a loooonnnnnggggg time, then they ran a check-all is fine they said. By this point, it was the end of my 30 days, so I had to go and turn in the phone and close up my account. Now they are not so quick to help me-despite always having about 10-15 workers running around, it seems only 2 of them can actually work with customers! They took the phone and accessories back without question-almost too easy-they had no problem losing my business as they had just got the iphone. Touching....Problem is, the money has yet to show up in my account. I took another trip to the store-once again, they left me waiting while they jumped all over the new customers. Bottom line-I walked out of there with no phone and no money and no desire to ever try Verizon again. read more

Quite possibly the worst experience with retail I have ever had. Have the store manager (Aari) walk away from you stating "There's nothing we can do for you"? Check. Have one of the employees (Garfield) tell Aari that "I've got this", when he's got nothing? Check. Kneel and pray that you don't need support from this place. If these guys were given the ability to make a good business decision, they wouldn't know how to take it. If I had the ability to give this place 0 stars, I would take it. read more

Excellent service. Walked in , was greeted promptly and was added to the waitlist. My service rep was friendly, efficient and competent. There was zero upsell pressure. I will go there in the future-- especially after an awful experience at the Solano Ave store. read more

Just tried to download a ring tone, and was on the phone with tech support for 37 minutes, and they could still not figure out how to download a simple ringtone. Asked if I could just pay someone to figure out how the phone works, and they referred me to a worthless website full of other complaints. read more

Almost didn't come here to select a new phone after reading some of the other reviews. We got male Asian salesman Lee, and I thought he was quite good. Polite, good listener and communicator, and I think he steered us well. No complaints. read more

Since resolving problems with the 800 # for Verizon is about useless, I find it's far better to go to a store. I've been dealing with the El Cerrito Plaza store for a while. As people come and go, I've noticed that the people generally are much better than a number of the other stores I've been in. Specifically Tom Weeks has been absolutely great. He treats me not like a mere customer he needs to be nice to, but like someone he actually cares about and he takes a personal interest and even remembers you when you come in again weeks later! His focus is actually on helping the customer and he does it incredibly well. He takes the time to really look at your account and really figure out what will actually work best for YOU, and not for expediency or "whatever." I was just blown away with the way he handled my latest issue with Verizon and the mess my account was in. He figured out a route to resolve the problem where the 800# customer service couldn't care less. It took him a while, couple of days actually, but he didn't give up and got it resolved, and to my benefit. He even called me to let me know!! (I don't think anyone in a store/customer service position has EVER actually called back when they said they would.) Tom is just really great. I would have dropped Verizon long ago if it weren't for him. Verizon should fall down and beg him to stay and give him a raise! He deserves it for sure. read more

Tom Weeks gives superb customer service. I was referred to him by a friend who conducts business with him. Mr. Weeks was very professional and patient. I am very pleased with my phone and service. In fact I have returned to the store for additional customer service and he continues to meet and exceed my expectations. I just recently recommended a co-worker to Verizon Wireless - Tom. I hope the company appreciates the value that this worker brings to the business. read more

so i go into the store with very little to no hopes of coming out with a new phone. my low battery life on my droid razr was driving me crazy. i am greeted and helped by the manager who then sends Hendrick over to help me. what a knowledgeable and patient man he is. he hooks me up with a plan that much to my joy helps me walk out of there with a new Galaxy S4. thanks to the manager (John C.) and Hendrick for your super customer service. read more

I went in expecting a bad experience. Who likes going to the Verizon store? BUT, the service I received was outstanding. Sherman, the General Manager, made it fun to shop for a phone. He was not pushy in the least, listened for what we needed, and did his best to satisfy our needs. I noticed, too, how he treated those who worked for him in the store--with respect and a sense of humor. Never did I think I would enjoy shopping for a phone. Kudos to Sherman and his co-workers! read more

Yessss as we speak Hendrick, Aaron, Michelle, and Jessica are the best!!!! I come all the way from Oakland. Love their attitude and hospitality. Love it so much I can chill here as long as I can and won't be bored... Lol and I guess cause I have the latest gadget in my hand every time I come lol read more

Things were backed up but the wait was made worth it by Rosy with her smile, competence, and kindness.!

Great customer service!! I will definitely be returning. The employees are friendly and helpful!!

I've never reviewed anything on Yelp before but I appreciated the customer service I received from Carlos so much that I feel moved to chime in on what a good experience it is to go to this VERIZON store. I did make an appointment, which was completely easy to do on line, and I had no waiting time (on both occasions), so those of you who hate waiting for other people to be helped who got there ahead of you, you might try that next time. I had an order that got messed up at Costco (wrong phone, and new lines I didn't order!). Carlos got that cancelled and straightened out my account, and I was able to get the phone (in stock) that I was going to have to wait two weeks to get at Costco. He gave me really good tips on setting up my new phone myself, and I actually was able to do it! So thanks Carlos, and I definitely will make this my go-to VERIZON store. read more

My phone died on a Friday. I went to my local phone store and they were great. Yes, I did wait a bit, but their service excellent. At first I was told I could use my insurance and pay the deductible and get a re-manufactured phone, but then the sales person noticed that since I was a valued customer (I've been with Verizon for quit awhile) I could upgrade to a new phone and only pay the tax. I love my new phone and it works great. read more

Went in to this shop yesterday because my 79 year old mother had a lot of questions about how to use her smartphone. After a short wait, Brenda was extremely helpful with a patient and very pleasant demeanor. She was very knowledgeable about the product and system, answering every question very clearly and teaching her how to utilize her phone better. Makes me want to switch carriers! read more

I'm very disappointed in Verizon. they're greedy and just want to trick you into overages. Avoid or pay the consequenses

Went into the store hoping to get a new phone for a great deal. Went into the store not knowing all my options but spoke to a really helpful and genuine associate named Tom Weeks. He asked questions that at the end saved me a lot of money. I had a really great experience at this store with this specific associate. Seriously people if your looking for someone who can help you find what you need, look for Tom. read more

Their customer service is always great. I highly recommend this store, the staff is very knowledgeable and always have a positive attitude.

Great service here and the guys here know their trade well. I love that I get great attention here and they take the time to explain things and/or fix any problems. No issues here and one time I came in just before they closed and still I was not rushed to make a choice. What service should be. read more

I confess to knowing zilch to little when it comes to modern electronics. They are a wonderful convenience, to be sure, but it's not an extension of my being, as it seems to be for so many. With this in mind, I strolled into the Verizon store in the El Cerrito Plaza. I have always loved music. From hard rock to folk, to country, to gospel, to today's Indie Rock, I love it all. I had heard that Pandora was available on my smart phone and I was determined to get it. Sherman Lui was first to approach me as I walked into the store. He greeted me with a big smile, and said he would be right with me. I planted myself in front of a Boze speaker belting out the likes of Glenn Frey and Don Henley. Sherman was very polite and said the Pandora app was easy to get on my phone. Then because hard rock just doesn't sound the same unless it's played nice and loud, he pointed out the portable Bose speakers, that were on display in the store. The display speakers were a little out of my price range, so he showed me a more affordable option in the Bose SoundLink Color. They sounded pretty good so I decided to splurge on the pretty teal colored model. As he was ringing me up, Heindrick Cheung came over and helped me install PandoraOne on my phone, as well as linking up my new BlueTooth speaker. He also mentioned that the speaker could be used on my tablet as well. I felt giddy walking out of the store, and couldn't wait to try my new speaker at home. One Republic, Coldplay, Matt Redman, as well as the Beatles, the Stones, and The Cars never sounded quite so good! All thanks to Sherman and Heindrick at the Verizon store in El Cerrito. Their professionalism and caring customer service will stay with me for a long time. Well done gentlemen! read more

I visited this Verizon store today after not being able to obtain an appointment at the very busy Verizon store location in downtown Berkeley. Immediately, upon arriving to this store, I was greeted by the store managers, Israel and Sherman. These two managers were extremely professional, helpful, and friendly in the service they provided me with today. Israel took the time to explain the process for trading-in my old phone for a new iPhone. And I must say, that as a person who is not particularly tech savvy, I greatly appreciate his willingness to explain this to me. Afterwards, he provided assistance, more than 2 hours of his time, to transfer and set-up all the data from my old phone to a new iPhone 8. Throughout the data transfer process, Israel was very patient and even helped me with picking out a functional phone case for my new phone. What an awesome store manager and team! I could not have asked for a better experience at this Verizon store. Keep up the good work Israel! read more

The salesperson I dealt with here is on the hustle - watch out. I came in and asked to see a particular phone. He said they didn't have it on the floor but he could bring it out from the back for me to see it. He brought it out, I looked at it and decided I didn't want it. That's when he said he had charged my Verizon account for the phone when he brought it out from the back! What? Then he said for me to give it back at that point would cost a $30 restocking fee. "So you might as well take it home, see if you like it, and if you don't, you can return it within 30 days." Foolish me, I went along with this plan. Fast forward three weeks: I've definitely decided I want to exchange the phone. I bring it back. They tell me, "No no, you had to return it within 14 days, not 30." Can I trade it in for an upgrade? Sure. How much is it worth? $5. (Paid $214). So now I'm stuck with a phone I dislike and feel like I got tricked by a Class-A hustler at this store. read more

I went into this location with my rowdy toddler to buy earbuds with mic for my phone, as hand free is entirely necessary. The store was very crowded and there were three people who didn't appear to be doing anything. I was told I needed to wait my turn for a sales associate in order to make a purchase. This is the person who will review the services you are subscribed to and then try to sell you more while you purchase your accessory. This profit driven mentality is truly obnoxious. How about some customer service? How about one clerk simply ringing up items for customers who would be very inconvenienced by the wait? Does the $200+ per month I've been spending for more then 5 years not buy me a tad of consideration when I walk into a store? I made a remark about the policy being stupid (waiting 45min-1hr to buy accessory) and was laughed at and told that anywhere I go I have to wait. How very rude. I guess when you charge everybody an arm and a leg you can afford to treat costumers like dog poo. Thank goodness for online stores with primo shipping that are less expensive and cut out dealing with people like this. Just remember Verizon, you are part of the reason Americans are losing retail jobs. No customer consideration to balance the hassle of physically visiting a store. read more

I would like to second the great recommendation for Tom Weeks at the Verizon store in El Cerrito Plaza. I have had several experiences with poor customer service from other people there, but my recent experience dealing with Tom was the best experience I've ever had with buying or upgrading a cell phone, and for the very first time ever, I did not leave the store fuming and hating the whole cell phone industry. As the previous reviewer pointed out, he looked at my account, and had several great suggestions that were really helpful for setting up my new phone and account. He is very personable, and actually seemed interested in helping me and resolving my specific needs. He must be a great salesman, because he does not even give off that sleazy salesperson vibe! He also called me back, after I had left the store (gasp!), to answer an additional question I had and make sure that I was satisfied that everything had been set up the way I wanted. My only complaint is that I don't get to deal with Tom every time! I have been back since then, and dealt with someone more typical - bored, who could care less about answering my questions or solving my problems. Oh well. But Tom is the BEST! read more

Carlos the salesman was the WORST verizon worker I have ever had the displeasure of working with. I came in with my mother and girlfriend to upgrade my phone. He was incredibly rude to both my mother and girlfriend throughout the whole process (very sexist) and made cocky snide remarks. He made it clear that customer service does not matter there at Verizon because they are "the best". He blatantly said, after my girlfriend commented on how uncomfortable the chairs were, that they do that because they don't want their customers staying too long or feeling too comfortable. He talked out of his ass a lot and had no respect for the women I was with. He even went so far as to make fun of the older phone my girlfriend still uses. Incredibly arrogant salesman who clearly does not care about customers. AVOID HIM. One of the other women working there seemed nice to work with. But based on my interactions with him, I want to switch to T-mobile just due to his rudeness. read more

There is a reason we keep coming back to this store. We've had verizon for the better part of nine years. We lived in Kensington, and would frequent this store for our mobile needs. Now we've moved to the Hercules/Martinez area and still go to the same store, the Pinole store does not come near to the service we get in El Cerrito. Last week we up graded to new I phone 6's. Rosy was our sales associate and she was great! We are pretty much clueless about how the I cloud works, and she was able to show us while transferring all the data over to our new phones. Meanwhile, our son was having a temper tantrum. We left our phones with her while we left to the pet store and to trader joe's to do some shopping. When we came back Rosy handed us our phones and we were set! She also helped us pick a new plan that was the best value for our buck! As long as we are verizon customers, this is the store we will continue to go to for our needs. read more