I walked in here during the day when there were no customers. Two of the employees (both young women in their early twenties) were chatting. When I approached them, I told them that I currently am an AT&T customer and was interested in checking out Verizon. I asked them how Verizon would be a better option and how Verizon would get my business. The salesperson looked at me like I was hitting on her or asking her out on a date. When she realized that this was not a pickup line but actually a prospective customer coming from a competitor who actually might switch if she did a good sales job, she took me over to the phones and showed me some of the options. It is obvious to me that Verizon does not invest in customer service training for their employees. The salesperson was obviously not well trained. I just felt I was talking with an immature high school girl, not a sales professional. I left and decided to continue with AT&T. Verizon, train your employees better and you will be able to make the sale! read more

Went in today to have a copy of a receipt printed out to send in to Verizon for a rebate offer. After maybe thirty or forty minutes of two people fussing with the printer I was given some papers and assured they would work for the rebate. Got home to find the papers were not only not for the purchase I made, but detailed another person's data plan, and even included her signature. On rebates: you might get $50 back, but first you'll have to endure a $50 medley of frustration, wasted time, and wasted gasoline. But I will at least say that Rosy, the customer service agent, was very nice. Also at one point a french bulldog came into the store. QED: two stars. read more

This is a review of Verizon at the El Cerrito Plaza. I have been a Verizon customer for over one year. A few observations: 1) Employees at this location maintain a happy party atmosphere, just like any American high school 2) Service is good if you are buying something expensive, however - 3) They decline to provide service on any account involving changing an address or any other aspect of ongoing service 4) Employees are friendly until you want service, then they become rude 'you'll have to do that online" 4) Verizon corporate has made a decision to make life difficult for the consumer, so some of the fault is not local 5) Verizon pricing is deceptive and misleading, the bill is much higher than advertised read more

Cameron Assistant manager at the El Cerrito Plaza store is amazing. He help me right away. Excellent customer service. Personality is wonderful! read more

The people in the store don't seem to want customers. There were four employees sitting around waiting for appointments but not only did they not welcome walkins, when asked about an issue they directed me back to the telephone customer service. What's the point of having physical stores if you don't feel like you're responsible for your brand? Would advise going somewhere else! read more

I wanted to get a new phone so I made an appointment online and I was taken care of right away. Alena was great. She was easy to talk to and very helpful setting me up with transferring all the information from my old phone to the new phone. She spent a lot of time explaining everything as we went along in simple terms so it was easy to understand. The next day I went back with a couple more questions and Eli was very helpful as well. A great experience. read more

The customer service is awesome and can be summed up in two words: Tom Weeks. This guy is so helpful, nice, and competent that he should have his own store. I'd give the store five stars if it were just him. He was a thousand times more helpful than the robots at the Apple store (where I went first and ran out screaming and gave up). He is very knowledgeable about the phones and helped me pick one and order it for me (the Apple store won't even do that! they make you order it online yourself!). After the iphone arrived he went way beyond the call of duty, giving me a personalized tutorial, far beyond just setting it up. He encouraged me to come in if I had any problems in the future and he has followed through on that. It's cutting edge customer service practically unlike anything I've experienced anywhere. I'm sooo glad I came here after running out of the Apple store in frustration, and I'm so glad I will never have to deal with AT&T again. And did I mention the reception on the phone is great, and in my neighborhood where everyone is cursing AT&T for poor reception, that's important. That said: the other salespeople at the store, while still more helpful than average on the whole, range from so-so to rude (in one case), which is why I give the store just four stars instead of five. Get Verizon, and go to the El Cerrito store, ask for Tom - and don't be fooled, even if he's with another customer he is worth waiting for. read more

Trying to upgrade a phone and Verizon (online) entered the order in error as a "mail out"...called back and was told the order was cancelled...went to store to resubmit order and get the phone as mine is broken...was told the original order was NOT cancelled and they could do nothing to make it right as the phone was already in transit. The multiple errors made by Verizon were all DOCUMENTED in the saved, on-line chat sessions I had with Verizon (one good thing, so ALWAYS save the chat transcription for your backup) I asked for a temp phone (willing to fully pay another $799 to get it with the agreement of a full refund when my "in transit" phone arrived - Manager (Jeramy) refused (said "he couldn't") waive the $50 restocking fee. Other options were "at some cost to me." AND, the manager (Jeramy) was not willing to put in writing any agreement we made to ensure I would not incur any additional charges due to Verizon's errors. Unfortunately, this is my typical experience with Verizon (10+ years and my account is always in good standing)...they make an error and refuse to do anything to make it right. Even with clear documentation FROM VERIZON that they made the errors, I have no recourse...So, I'll be without a working phone for four days and, of course, be required to pay my access fees for those days. Yes, I considered switching services, but my friends with other providers share the same horror stories....sad commentary for all cell phone providers. read more

Customer support just keeps getting worse and worse

My family visited & saw NESHA. I upgraded my rating due to her. If it was solely due to her (or to corporate), the rating would be 5 stars. She helped us & we bought a lot. here is what I originally wrote: I am a Verizon customer. Jessica (I believe that is her named) answered on SPEAKER phone. She didn't come across clear. I replied that talking a speaker phone is rude. She continued to talk to me on speaker phone. I then said I wanted to make an appointment for tonight. It was about 6PM & I had about 7PM in mind. They close at 8PM. She replied that they do not make same day appointments. Another negative. I asked "Why not?". Her reply was to repeat herself. I have received decent service in this store in the past. This ticked me off. Jessica should be retrained (or fired). I have 2 phones & a jet pack (hot spot). I am looking to replace one or both phones & add two more phones. JESSICA is a good reason not to. - - - Added: I phoned Verizon corporate. It was entirely different. They answered my questions & lowered my monthly charges $30 for the same services. read more

I recently decided to switch from AT&T to Verizon and upgrade from a iphone 6 to an iphone 11 pro. I could not be happier with the service I received from Saad Kamran at the El Cerrito store. He is the BEST! The store didn't have the 11 pro in the color I wanted so Saad had it shipped to me and I came back a few days later so he could help me do the transfer from my old phone (I didn't feel confident doing it on my own). I never felt rushed or that I was getting a hard-sell on accessories, etc. - he was awesome. Super knowledgeable, polite, friendly, patient, and just a really nice guy. Definitely ask for him. Thank you, Saad! A+++ read more

Ask for Vanessa! She spent lots of time with me over 2 days -- calls to corporate troubleshooters, too -- to fix a major problem with my phone's reception. She is calm, knowledgeable and persistent. read more

Excellent, excellent, excellent. The new manager, ALEX is a professional. HE used to be "our guy" at his former store, so we were appaled when we learned he'd left- yet elated that he'd been promoted. I was at the old store today, and after speaking with 4 different people, including the manager- left unsatisfied. The best thing they did at that store was print MAPQUEST directions to Alex in El Cerrito. Go there- see Alex- leave happy. read more

I've been a customer of Verizon for about 9 or 10 years now. And i would have to say the reason why i stick around is for the excellent customer service... Ive had my black berry storm break a couple times and with no questions ask. they always replace my phone and if your phone or car charger is not working. You can go in and trade for a working one for free.. Waiting for my contract to end so i can up grade my phone... I do love my storm though but i think its time to give it up.. read more

Wide selection but the cases are WAY too overpriced, I checked on amazon for the same case and it was 15 dollars, in the store it was 50 dollars read more

Wait sometimes can be really long, but ppl are nice and service are good

I was greeted by Cameron who was very helpful in picking out a phone for my daughter. It is her first phone and he showed me the perfect one for a middle-schooler that was not expensive and minimal. Easy and quick transaction, exactly what I like. read more

A car ran over my phone today. I was devastated because I have to leave in the morning for a week away. My phone is also connected to a work account. In less than an hour after the car ran over the phone, this Verizon store had my new phone going. 55 minutes from crunch to be able to post a Facebook post. I'm very happy to have walked into this store. All were nice there, but specifically, Sherman, was my angel. I owe him a happy family reunion with a working phone... Good man. read more

Was in the store for over 15min and nobody even acknowledged me. They had no iPhones on display, just empty docks. They don't seem to care about delivering good customer service. read more

My husband & I were an easy, no hassle sell. We already planned on purchasing 2 iPhones the second we entered their doors, and we ended up buying accessories to go with them even though we could get them cheaper elsewhere. Monica helped us and we went with her suggestion to buy insurance for the phones as well. Our contract with another wireless carrier wasn't going to be up until another 2 weeks, so we were not able to port our phone numbers yet. She suggested that we return to her when it came time to port because it was easier than doing it ourselves from home, and we wouldn't have to explain our situation to another person. After checking with her schedule on which days she would be working, we decided on a Thursday afternoon in 2 weeks. When I returned on that Thursday, I was informed that Monica was not working that day. It was busy and there were a lot of customers, but thankfully Lee was able to help me immediately. He had me write down the pertinent information I needed then connected me to their automated port line. I followed the prompts and it was pretty simple. I wish Monica gave me instructions on how to do it myself at home because it would've saved me some time and the gas it took to drive 10 miles distance from home. read more

Jonson is AWESOME and Sherman is super helpful! Both helped me pick the right accessories & then got my phone number transferred over from AT&T. This store is the best; great lay out, tons of accessories and all the staff are friendly + knowledgeable! Ask for Jonson! read more

This Verizon Wireless store is great !!! I bought 4 new phones and a smartwatch here. I especially want to write about a person who works here named Cameron. I bought the phones and smartwatch from him & he took the time to answer all my questions and concerns, which made me feel comfortable with the purchase. Cameron also takes such great care putting on smart phone screen protectors... he really goes above and beyond with the care that goes into the service, which is why I'm writing this review. Thank you !!! This store is highly recommended, especially if you can work with Cameron!!! read more

I have been to Verizon at El Cerrito Plaza a number of times and I can't say too much about them in terms of them helping me with my problems with my Android. I would especially recommend Victor at Verizon he knows his business and is very forthcoming. read more

Super rude since they don't work on commission they'll just stare at you while you wait outside and take their time before even asking what you're there for. read more

Never have I been so disappointed with customer service at Verizon Wireless. We have been customer with Verizon for over 20 years. Service connectivity is great, but when it comes to customer service, if I can give a minus star rating, I certainly would do that. We did not have an unlimited plan with Verizon, still had the old timer plan which worked fine until very recently, they charged us minutes within the account between 5 phone lines we had with them. They charged Friends and Family numbers which are supposed to be free. (10 numbers per account). Overall they overcharged us for over $600.00 not $60.00. When we placed a call to customer service, you are put on forever hold, same thing with online chats. Then they will say they put in a "ticket" urgent, diamond ticket or whatever name they have. Took us many, many hours, lots of stress and several weeks to get problem resolved. The very day that things were supposedly resolved, they posed online bill as you owe $622.00 PAY IT NOW which infuriated me and I am saying Verizon is the one which made the mistake and yet using Rude wording like that is so absurd........ I wish the CEO Mr. Hans Vestberg will have a chance to read my review. Not a single apology from Verizon, even after we moved our account to another carrier. We called to cancel our account and still got a rude customer service person to be so rude and said you will see the difference in service with the other carrier really made me be angry. Verizon is very expensive and will post additional charges with no explanation. They have this problem and yet not fixing the problem and be rude to customers. They should learn the Golden Rule in business "Customers are Always Right". Even though it does not apply to all cases. Big businesses are getting too big and they will lose in the long run. Our account is $250.00 a month for the last 20 years, now poof, no more for them. Got huge relief after cancelling Verizon. read more

Today I came to the store of Verizon El Cerrito half frustrated with the other stores, I was answering by Victor (Spanish speaking) of Ready presented himself and said that would solve my problem. And yes he solved my problem, was not satisfied with my carrier and he gave me a quick and very functional solution Super Indico the Victor of Verizon El Cerrito Plaza. Look for Victor, he'll solve your problem. read more

The salespeople are poorly trained and pretty completely clueless. The manager was the worst of the lot -- rude, patronizing, and clearly just interested in getting more of your money. One reviewer mentioned that they try to take advantage of elderly people. It's actually not just elderly people... read more

I went to this store for a billing problem (had to do this because I forgot my online password and PIN). Greet by a nice man and told someone will be with me shortly. An hour went by and finally was helped by a nice lady who was very helpful. About two-thirds done with my problem, a guy who acted like a supervisor/manager approached and told the lady to help a newly arrived customer. In passing, he said that he'll take care of me himself. What happens next is that this man starting helping another employee who was trying to sell a home monitoring system to a lady who came in after me and was talking about that for about an hour. After another 15 minutes with no one paying any attention to me, I walked out. From what I observed during the almost 90 minutes in the store just waiting to be helped, the priority of management was Sales Not Service. If you come to buy something, you are help immediately! If you need help with a problem, they'll try to talk you into upgrading (sell you). If you need help only, you are mostly ignored. In fact during most of the 90 minutes, customers were outnumbered by employees most of the time; so it was not like there was a whole bunch of people waiting. Two employees were usually assigned to each customer potentially a buyer of product or service while the poor guy who just needed help was ignore. A extremely bad experience! p.s. the nice reviews were from people who bought things! read more

Nesha Featherstone is an angel. A phone genius. We are a family of 8 Santa Rosa fire victims with only ONE phone. In minutes, Ms. Feathestone fixed our only phone. Ms. Featherson is amazingly compassionate. She gives the best customer service ever. NESAH FEATHERSTONE is a 10 star employee. In total contrast, we first visited another Verizon store. A cruel, dishonest employee said: "Your phone's broken. It can't be fixed. You need to buy a new one for $800." This man is HEARTLESS: for trying to rip off traumatized Santa Rosa fire victims. read more

Verizon takes advantage of elderly people. My 73 year old father just went in to pay his bill, he is still using a flip phone. He wanted to upgrade to a smart phone. The El Cerrito Ca store salesman Xavier talked him into a frigging tablet instead of a smart phone. Told him it wouldn't change his phone bill. Yet he would be billed for 178.13 for the tablet on his next bill. SMH. THey ran the standard sales pitch, oh you need a case, and screen protector and stylus. All to an elderly man who knows nothing about what he's buying. Then to seal the deal told him he could return it if he didn't like it. One hour later I was down there to return it. Then they charged him a restocking fee. SMMFH. SO THIS IS HOW VERIZON TAKES ADVANTAGE OF THE ELDERLY. Att is looking better by the min. read more

I'm surprised to see all these bad reviews. I went in this afternoon and Hasani was patient, answered all my questions and respected my decision to not change my service plan. Hasani was really great and I appreciated the patience and the service. read more

Poorly trained and only up to make more money on that commission income. Stay away, did inform me of my credits or specials when I purchased phone and expired once I found out and they claim I had to mention it. Poor service! Fake service -Donald T. read more

Every customer in this building was frustrated with the employees. The manager walks like he has cement tied to his feet (slow motion.) When I first walked in an elderly man asked a simple question and an employee gave him a look like he was a waist of time. I was told it would be an hour wait, I came back 45 minutes later and sat there for two extra hours. I needed a phone upgrade, after my three hour wait I was told that there were no phones in stock. This manager has no social skills, does not keep his store stocked, and has no sense of urgency. I understand that he deals with frustrated people all day, but he is a huge contributor to their frustration. To make an appointment for a Verizon store you need to do it online and verify with a text confirmation, but that does no good when your phone does not work! The store had no chargers available for customers. To top it all off I saw the employee fill out his out customer service review. I got an email to fill one out and it said that the survey was completed. I will never go back to this store and am considering ending my relationship with Verizon indefinitely. read more

I didnt ask for her name but her service was dope,multitasking helping 2 or more customers at the same time with alot of patience,thanks.

Only go to this location if you want to set up new service if you have any questions about your account or any questions about products you may be wanting to buy they will not help you they will make you wait and take someone else was interested in setting up new service myself and two customers just walked out.... I simply had two quick questions what only took less than 30 seconds to answer.... Just became a Verizon wireless customer yesterday when I receive my phone in the mail... Strike number 1 ..... Thinking about already canceling my service if this is the way it's going to be read more

Jonathon was great!!! He was patient and took the time to help answer all of my questions. I reccomend him to anyone who needs technical. He has the patience of a saint read more

Consistently friendly and professional. We walked in on a Sunday and every employee we spoke to was friendly and that has been our experience here on several occasions. We went to the Burlingame Verizon and the rep there just wanted us to hurry up and buy a new phone and leave. Not here. Lance was great, patient, and friendly. Great customer service here every time! read more

If i could give this place no stars i would, however this website wont let me do that. I HATE this F***ing store. I have verizon wireless and i have had them for almost 10 years! The phone service is great but the customer service is terrible. EVERY time i have been in this store i have left angry, upset, insulted or crying. The store's policies are absolutely ridiculous. The last time i was in there was yesterday. All i wanted to do was upgrade my phone because a month ago my phone i had broke and despite my insurance that i pay for every month they said they couldn't help me and i wasnt eligible for an upgrade until june so i had to activate an old phone i had so that i would have a phone of some-kind. so now its June, and the phone i want is out so i go in there excited thinking im finally going to have a positve experience because what could possibly go wrong? They are going to make money off of a hefty purchase by me and i am going to get the phone Ive been waiting for. Its gonna be great right? WRONG! They wouldn't let me upgrade because i didn't know my password. A password that i never set up, nor did my mother set up who is also on the account. I verified my billing address, my name, my social security number, showed them my ID, my mother;s social security number, birthday, and maiden name! But they still wouldn't let me have access to my account because i didn't know the password. I didn't set up a password and neither did my mother. We have always just used the last 4 digits of our socials and never had a problem. But apparently now you have to guess a password. SO this means that ANYBODY off the street could walk into verizon wireless and guess my password and have access to my account. But i cannot have access to my own account even if i brought in a DNA test to prove my identity. And the guy wearing mascara who waited on me had the audacity to tell me its for my own protection of my account and i should be happy that its there. WTF! So the whole time i was there , 4 other customers stormed out of the store upset. And one guy heard the nasty remarks one of the employee's said as he left the store and came storming back in and ripped the employee a new one.I tried really hard to keep my composure, and felt i was doing ok, i was really determined to try and relay to the manager that I nor my mother set up and account password and what should i do, and he was basically telling me i was screwed, and another female employee with a Tyler Perry "Madea" attitude came over and told me i needed to adjust my attitude because i was offending the other customers. WHAT OTHER CUSTOMERS! All the others had left! Already offended! by the STORE'S POLICIES! DON'T GO HERE! GO TO THE BERKLEY BRANCH! TRUST ME IT'S WORTH THE DRIVE! read more

Customer service here SUCKS! Specially the tiny ASIAN guy! I was just there and they made me talk to one after one after one employee. So i have to repeat all the things that i just told the first person. They dont know how to treat their customer fair and well. read more

I went in yesterday with a question about my bill and dealt with Nesha. She seemed okay upon approach but as she was going over the bill with me she got an attitude and became a bit rude. Maybe she was having a bad day, I don't know, but it feels like every time I go to this Verizon the employees are having a bad day. This store has a very convenient location, however I am tired of dealing with rude employees so I will no longer go to this store. read more