buyers beware!! they will lie and cheat to sell you a phone! the manager is the worse of them all! so he teaches others how to be just like him?? rude!! to start this is not even a verizon! its a victra! you cannot go to any other verizon is for any help regular verizon will tell you to take it back to victra. they are 2 different companies so you have to deal with victa!!they are no help and their manager is the worse!! all the people that work there need to take a class in customer service because they are the most rude people after they get your money. i had to come in to ask about an app and the rude salesman would not even get off his cell. he then told me the store does not get service in the store. really?? he said i'd have to go down 2 blocks for any service to see if it works!! i just cant imagine they hire this kind of managers who hire these other employees!! thus place sucks!! buyers beware!! read more

Horrible customer service. Just wants to sell things. Does not care about anything else. If I could give it zero stars I would! I told them I have the Apple plan and wanted to switch, told me the pre paid phone I can get the Apple upgrade. Well that's a lie!! Don't go here! read more

Considering stressful time, and being new, Diego was able to process the not easy transaction. He used resources available (his, lead, who was on phone for an hour should be paid for time), to complete my swap. read more

This store is not an official Verizon store. Go to the Verizon store in Pacific Commons off Auto Mall. The staff is friendly at this store, I'll give them that, but it doesn't make up for their incompetence. The first time I went there to buy a phone, and they assured me it was a brand new droid 4, but the box was already opened, so I had my doubts. I was having issues with the phone so I called Verizon customer service and found out that my phone had no warranty because they had actually sold me a f**king DISPLAY MODEL. Really? Just... Really? read more

I'm sad to admit, but I was one of those people who came in last minute - just before closing - for a new phone. Walked through the door and was instantly greeted. Came in for an upgrade of my Samsung Galaxy S5 phone to the new Samsung Galaxy S8 phone. Incredibly knowledgeable and friendly staff! Billy took the time to answer all my questions and walked me through each new feature of the S8, despite it being 5 minutes over closing time. He even broke down the payment plans including fees and taxes and even highlighted important information for me. He did a transfer of my old phone to the new one and added a free tablet by connecting it to my account. Thank you again for helping and staying opened passed closing time, Billy! I was extremely satisfied with the service I received! read more

Be very careful in going with Verizon. There are many hidden charges. Be careful of the "edge" plan. They gave us this plan when we "upgraded". To me, when I upgrade, it means I get a new phone at a discounted price. With edge, all you are getting is your new phone at full price broken up over 2 years. Instead of early termination of contract fees, you need to pay the balance of the full price of your phone. Also, we were "given" a tablet when we upgraded yet now have to pay early termination for that device too. We switched to Sprint and they will be helping with all fees we are experiencing to get away from Verizon. Even when I called customer service they didn't even offer any relief to keep us as a customer!!! And we were Verizon customers for over 15 years!! read more

Awful. If I could give negative stars, I would. My phone was giving me trouble, blank screen. Apparent I would need a new phone. The lady said that maybe a reset would help. I said I wanted to pull my pics off that hadn't been backed up. She said she thought it would be possible to plug in and get them off. Then she proceeded to reset and blank the phone out!!!!!! Wait, didn't we just discuss I wanted to pull off my stuff??????? They are not a verizon store, only a retailer, so they don't really know what the heck they are doing. read more

Incredibly slow service :( the staff doesn't seem to care at all. Came to buy a new phone but it took them an hour to get to me. The line wasn't that long which makes the wait even worse. read more

I wish I read the reviews first -- I would have purchased my phone online through Verizon. I had no idea authorized retailers existed like this either. I got lucky and came in when there were no customers on 6/4 but the process for porting a line, getting a new phone, and updating the plan is VERY SLOW and INACCURATE (I later find out on 6/10 when chatting with a Verizon rep online). Melina said the slowness is due to the porting process. HIDDEN FEES when you come here: 1) "Set Up and Go Plus" $19.99 - I wasn't told there would be a cost and what was included. Set up wasn't even complete after being there for over an hour. Save yourself time and money by NOT COMING here. 2) "Redux Multi-Device Membership - Parent 1" for $29.99 - I had no idea what this was until I googled it last night. Verizon has no clue what this service is. It's strictly a Victra fee as part of the setup through them. (I am currently on hold with the store to try and get this cost explained/refunded. ON HOLD FOREVER!!! They finally got back to me after being on hold for 38 minutes. And no refund but fortunately it's a one time cost. (And Beatrice, why would you ask me if I wanted to talk to Melina if she was most likely busy? You couldn't have told me what she told me about this non-refundable fee?) Also, I think I paid for something that I will NEVER use because I won't go back to this place. You only need this if your phone gets wet and they put it in some machine and help you extract your data. Sounds nice but why pay for this upfront? How about pay when you need it? When I got the phone at this authorized retailer, we said we wanted the Go Unlimited Plan. We relied on Melina to set that up. When I chatted with Verizon online last night, they confirmed that it was NEVER even set up. Now we have to wait for the refund on the next billing cycle. The Verizon rep said that Go Unlimited is cheaper also. We got lucky that we were at the end of the billing cycle and there was only 3 days left so we didn't go crazy with using data. If we had used it as if we were on unlimited and exceeded the 2GB, we would have been hit with more charges. When I finally spoke with Melina to point out her error, she was good at asking me if she can fix it but I told her Verizon already did that. I was noticing that she did not seem to feel bad for her error so I repeated myself in hopes she would apologize but she didn't. Finally, she asked if there was anything else. I said no but thanked her for apologizing. NOW she apologizes. LOL Melina was also very MISLEADING in saying that we can do auto pay for two different lines. The Verizon rep confirmed that this is not possible. $3.00 fee to pay your bill here. When I was closing up my deal with the devil, this man came in to pay off a bill and he was told there was a $3 fee. He complained that it was a joke to have that cost and Melina looked at me and said, "it's not our fee, it's the company's". I was reading other reviews about this fee and it's worth a shot to see if there's a fee if you go to an actual Verizon store. It seems like this is a Victra specific fee also. Verizon is doing their customers a disservice by approving Victra as an authorized retailer. Based on all these reviews, they should cut them off as soon as possible. At least shut this one down. read more

I wish I could give no stars. I went in on a high note, Carlos an employee gave me a fantastic deal on a plan for my iPhone, little did I know that this was the only good that would come from my business here. Not only did he order the wrong phone, but he had it shipped to my house, which I was not aware was happening. When I brought it into the store that evening he had no idea why I had it, why it was the wrong color, or what to do. This seemed odd, as it was his job to know what to do. After visiting the store the next day, I was told my phone was reordered and would be shipped over night. I called to check up on it as I as not given a receipt for the phone and the woman on the phone assured me it would be there in 2 days. 2 days later, when I called that day 3 times, they eventually actually reordered the phone. Every time I call I attempt to be courteous and polite but they have such terrible customer service skills there I have trouble doing so. Basically in all this, the manager, Ron, never admitted fault, except for saying that they maybe could have kept me more informed to my purchase. In the future I will frequent the Auto Mall or Union City location, but above all else I would call customer service because they were extremely helpful in getting me the information I needed. TERRIBLE. read more

Worst Service from the Manager. The told me they are not a corporate store so there is nothing I can do about their negative attitude. Very Rude. read more

I had a poor experience going to this verizon store. The staff were rude and didn't seem to care about customer experience. Probably they think that they have a right to be rude & unfriendly and that customers have no other choice. Stay away from this place. read more

Worst place to get any help, ever! I came in after I reviewed my replacement phone in the mail and needed help setting everything up. Three guys in the store and not one could or wanted to help me. One of them said "I don't have a iPhone so I don't know how to do it" and the other one said "Let me get someone else who could help you". I waited. The third guy came out and didn't even want to speak with me. He didn't make any eye contact and just went to his computer stand, typing away. I explained to him what happened with my phone and he said "That's an Apple issue so you'll have to go there". Well guess what GENIUS, I bought my phone from VERIZON. The first thing I am going to do once my contract is up is switch to AT&T. Yeah sure, they don't have as much coverage as Verizon does but I never want to deal with these people ever again. read more

Mary Ann was not only patient when my partner and I changed our mind almost three times but also helped us get the best deals. The other staffers are also always smiling and very courteous. Definitely a plus especially when the carriers have made everything so complicated and expensive. The wait times can be long in the evenings so plan ahead read more

Don't waste your time with this store. No concept of customer service. I went to check my iPhone that show no Sim Card, they just turn me away, asking me to go back to the store we purchase the phone. They do not even what to check whether the problem is cause by the Sim Card. I then went to the Verizon Store in Milpitas and get the Sim Card change and phone working just fine. read more

I got my new iPhone here the other day and I'm amazed at how easy they made it for me. By far the most knowledgeable Verizon store I've been to so far. I just wish I lived in Fremont so I could have this as my main Verizon store. read more

Best customer service ever! I am visiting from the LA area and my phone broke. Katalina was helpful knowledgeable and patient and took care of me. She and the whole team turned my bad mood around. With the support of her Manager Mike, I walked out completely satisfied. read more

Came in worth a defective charger that I had purchased IN THIS STORE about five months ago... Was told they would not exchange it by the owner and I had to go through manufacturer. I would have to pay for shipping back to manufacturer on my own dime. Was met with a rude, "Imagine if I had to handle everyone's warranties,"... I'm sorry, but aren't you running a BUSINESS? I got an S5 AND a tablet when I got the charger and THIS is the customer service I get? I will NEVER go back to this store. Absolute garbage. read more

Went there to get an upgrade for my android. The stock is very, I mean *very*, limited at this location. Looked like they did not care about my business. And wanted me to buy what they have, instead of what I wanted. Went over to the store near automall. Much better location and service. read more

As an update, once I provided feedback to verizon about my experience, the next day the manager Mike called me and apologized. As part of the apology, he took out the cost of the accessories I purchased like my screen protector and my phone case. He provided me with his personal information and encouraged me to contact him so this never happens to me again. So the nice thing is, if you do have a horrible experience with one sales person here, the higher ups in the organization care enough to rectify it, and I appreciate that. read more

I agree with others on this post. This store is full of rude, immature staff that dont seem to know what they are talking about. Sold me a phone for my business account and did not inform me that a 2 year contract would remove the line access discount from my account. Here is the kicker, I bought one of the cheapest phones they had and would have been more than happy to pay the full price had i known. I am currently on the phone with corporate after recieving my bill trying to go back and pay for the phone full price in order to get my discount back. These people are extremely rude and do not know what they are doing. I cannot believe Verizon allows them to put their name on their store. read more

Enrique and Billy are Verizon Wireless MVPs! Went in with an old piece of junk and upgraded to exactly what I wanted. They're super knowledgeable and answered the millions of questions we had throughout the process. Bonus points for being extremely patient and friendly. These two definitely defied the stigma around cellphone retail service!! read more

I am a new customer to Verizon. My sister and brother in law had verizon and they added me to their acct I was not happy with my prior service provider. From the minute we walked into Verizon Amrit greeted us and was very helpful I have been there three times so far to purchase different things each time I went in there Amrit and the rest of the employees there were wonderful from now on if I need anything that's the place I am going too I would like to say thank you to Amrit and the rest of the employees there keep up the good work read more

When I walked in I should have trusted my gut. I thought, "wow this verizon doesn't have much merchandise." Almost three hours later after my phone purchased was complete they told me they were not Verizon. Two days later my iPad crashed. I live in Pleasanton so I went to Victra in Dublin where they would not exchange. I called Fremont Hub, they told me return in Dublin since I was there. What a mess and time consuming for me. Now just trying to get an item number quickly over the phone the associate blew me of and said he couldn't get it. Not even put me on hold. Bad news for them. I would not recommend. Make sure you go to CORORATE Verizon Store only. read more

Best customer service, hands down! Mary Ann went above and beyond to help with all my complicated requests. What could have been a headache, she made work so smoothly. read more

First of all, this store is NOT the company/carrier Verizon Wireless which it used to be. They moved to Pacific Commons. I have been a loyal and happy customer with Verizon when they were GTE. This is "4G Wireless" which is a premium retailer for Verizon. Poor Customer Service. When i spoke with the Store Mgr. he was not helpful nor would give me requested info. When I tried to contact their headquarter office in the early afternoon, you do not get a live person answering the 888 customer service number. Also I got no response to email.Not even a auto-reply. SMDH. Never again. I Do not recommend going here. read more

Long wait. Understaffed. Staff not courteous. Wasted my lunch hour trying to get a new line of service.

Don't go to this place. Retailer with the tattoo doesn't help nor find any solution to solve the issue. Went here to transfer my unlocked iPhone to Verizon, and he's saying that they can't do that because of how the phone is made. But he doesn't know that I already asked another location before hand to do the same thing. This lazy prick just straight push for you to get a new phone and doesn't show any knowledge outside of his script. read more

Rude guy who was texting while I was asking for help. So distracted, he kept repeating himself. If he wanted to text he should go home n not work. So unprofessional read more

Unfriendly and incompetent. I had a very bad experience with this store. I originally went to the store add a line to my account and waited 30 minutes for anyone to even acknowledge that I was there. At the time I did not realize that this was a Verizon retailer and not a corporate store. I should have left because things only got worse from there. I have had nothing but problems caused by manager Ronald U's incompetence , and no one at that store there has done a thing to resolve them. I have had to work with Verizon directly on two of the issues and a 3rd party warranty carrier for the last issue to get things resolved. I will go to the Christy street corporate store next time. read more

Do not go to this Verizon. They have no clue what they are doing. I bought my mom a mini ipad 2 through Verizon so I added it to my plan but couldn't get it to work without wifi. Go in to this store and guy tries to fix and still doesn't work he gets on my account does some stuff and says it works. I leave and go do some things my mom tries to get on ipad Nothing doesn't work. Guy had no clue um Verizon has wifi that's why it worked in Store DUMMY!!!! AND ON TOP OF THAT HE ADDED A NEW LINE TO MY ACCOUNT TO TRY AND ACTIVATE MY IPAD!!!!!! I called 1-800 number they connected me to store awful manager trying to make excuses, how about train your employees right and maybe we can talk. When it comes to money and charging me an early termination fee because of the mistake your employee did yes I"M GOING TO HAVE AN ATTITUDE!!!! Don't go here if you need help with anything. Just saying read more

Jerome was great! He helped me with the best options available when my phone screen was cracked and my insurance could apparently no longer cover (since my phone had been replaced twice before). He saved me from spending a grand on a new phone and helped me with directions, allowed me to make phone calls from the store phone and was a great help in time of need! Super helpful for a clumsy customer lol.....Thanks, Jerome! :) read more

You guys just rocked. Had to get a new phone and jetpack as leaving my job and the old ones belonged to my employer. Maryann and the whole staff were just delightful and so patient and gave me a great deal. I love my new phone...finally all backed up from old phone data. And it doesn't hut that the Warriors won last night just because I was wearing my new Tshirt!!! read more

I don't understand how the customer service at a retail location can differ so much from the phone center. My daughter and I took her brand new iPhone 6s in to get activated (exciting)! I really wish the employees wore name tags so I can refer to them by name rather than description. The first gentleman that helped us (Orange/white plaid shirt, middle eastern) was friendly and asked if I needed help immediately. Someone else came over to help (black sweatshirt, scruffy beard, short Pacifica islander). He was obviously annoyed at the idea that he was asked to help out because he was about as unfriendly as someone can be without being downright angry. My daughter and I tried to be pleasant hoping he would at least crack a smile but he was definitely not having it. We were happily surprised that the sim card could be easily replaced and voiced our appreciation. Sorry if we are clueless mister can't be nice or smile. Is it so hard to be friendly? Nonetheless, I'm giving 3 stars for the friendly man that tried to help upon arrival and the fact that our issue got resolved. I think it's important in this day and age when customer service is so lacking to give feedback and I will be doing so on Verizon's website as well. I will also be avoiding this store as much as possible in the future read more

Hopefully this is the Verizon in the same shopping center as Safeway. I had walked into this retailer, and busy as always. Alan Garcia who didn't even start his shift yet, offered to help me. Being not so savvy with their new smartphones, Alan really went out of his way to make sure that he down loaded every app that he felt I used or would be beneficial for my needs. He was pretty knowledgeable and very helpful! read more

Went here to get a fix for an iPhone problem. The wireless consultant was helpful and appropriately social. The store is kinda small, and the stock is a little limited. read more

The people here are amazing nice and friendly! They were very helpful in switching my account as well as adding a new device, they even completed the rebate form! The folks here are MUCH nicer than the actual Verizon store (Pacific Commons)! read more

I came in 1 morning at 10:00 and was met by a dark haired girl-no hi or good morning.i told her what was going on with my phone. she looked at it for 2 minutes and said it was Comcast's fault.she couldn't care less that I needed more tech help. why is the customer service so horrible in this store????? read more

I purchase an iPhone 7 and the network was bad bad signal so decide to returned the phone when ever you wanna buy phone you have to buy the case car charger and screen proctor of the of their store if not you can't buy phone which is bullshit, and if you returned the phone they don't do returned your case even with box and everything is prefect condition , I paid 185$ and I get back 19.99$ which absolutely not fair Sales agent Mayra Acevedo she is don't do a good behave talking like force you to get their product This is one the worst carrier in USA Had a bad experience, read more

Came by this store around 11:00 AM, and the store was closed! The sign says the store opens at 10 AM, and yelp hours are also 10 AM. Was very surprised to see that the store was not open. Tried to peek inside to see if there was anyone in there, but nope. No one. How inconvenient. Unsure if the store has new hours, but if they do, they should definitely update their signs. Went to the corporate store instead, which is only about 10 minutes away. There were people in there ready to greet me and I had a really great customer service experience. Don't waste your time coming to this location, to find that it is just closed. read more