I walked in to this Verizon location to upgrade my phone and I come across this unprofessional, disrespectful attitude like I went in and asked for something free. My phone bill goes up to a thousand dollars some months and they have no way of showing you any good customer service at all. The lady I talked to in response to my simple question said," you are wasting me time." And that made me want to cancel my whole account with Verizon. Location: 1264 lakeshore avenue! read more

Just left this Verizon store and am super grateful for the folks that work here! I had endless questions about a current promotion going on and everyone working was super patient and extensively answered my questions. Susie (spelling?) was really sweet and helpful as well as the two coworkers working with her today. A really unpleasant man came in while I was there and was being very rude and difficult and the staff handled his poor behavior with a lot of patience and grace. I truly wanted to get up and just tell the man to leave. Anyway, this store is very helpful and offer great customer service. Thank you!! read more

Impressed beyond words. Never once have I had an effortless experience with a wireless provider. I received Nordstrom A+ superior customer service. The experience was so great I didn't want to leave. :-) This store has true professionals with superior knowledge. Special thanks to Alante for her outstanding service ... I definitely left a HAPPY customer. :-) read more

Getting a new phone is like getting a new car, a whole damn day at the dealership. Good ol apple phones like to take a s*** on ya every few years (apple you smarrrt) so guess what time it is- upgrading time! Thought we would be here forever upgrading our phones but this Sunday was nice and quiet here. Shaakira was great at getting us in and out and transferring info from old to the new. Delano was also great at assisting us when we had trouble finding the last wireless charger. We were told our bill would even out after a couple bills and reflect the discounts etc. Delano told us to even ask for him if there were any issues down the road. Reason for only 4 stars is for being inside a Veriz0n store there sure as hell is no phone service and parking can also be a pain. Thank you both as I am enjoying my new iPhone XS. read more

This is a pretty good location for a Verizon, it's connected to the Lakeshore Ave commercial area. There's a parking lot in the back where you can park for two hours free plus metered parking. I went there recently because my parents needed to upgrade their phones. They already had smartphones but don't really use them to their full potential. We went on a Saturday afternoon before Christmas so it was busy. The manager put our names down and estimated it would take 45 minutes. Their estimate was pretty accurate. This Verizon is a pretty large space with plenty of display phones, a service center and even a few chairs where my parents sat for a bit. I don't know about the rest of you but my parents like to play the "old dogs new trick line" so it can get a little frustrating, so I was more than happy to have them talk to the staff person Bree when it was our turn. She was very friendly and patient with my parents' questions. Before we got there we had considered me joining my parents' share plan figuring it would collectively save us money. Bree took the time to do the math and research to compare how much we would be saving and it added up to about $50/month. She asked about where we all worked and we realized that my dad would have qualified for a company discount from his work, too bad we didn't know sooner. Since we would moving to a share data plan Bree took the time to look at our individual data usages and suggested that 4 GB would be more than enough. She wasn't too pushy is what I'm saying. Bree even gave my parents her business card to answer future questions. My parents walked out with new phones (iphone 5s and Galaxy s4) and I got added to their plans so we could save some money. read more

Second time in the place and they were just as helpful as last time. The staff is incredibly friendly and make you feel like they genuinely want you to leave happy. Graham just got me a phone and an accessories bundle. Very pleasant experience. That man needs a raise. read more

Shikira is the best! She spent so much time patiently helping me with a complicated order with kindness and professionalism. I will definitely make this my primary Verizon store. Oh! I interacted with a few other gentlemen who work there as well, and they were just as amazing. Great staff! read more

This experience just wiped out all the good experiences I've had in the past at Verizon. That's all it takes. Walked in to have my replacement phone set up at 3:15p.m. Had 45 mins on my meter. No one greeted me but the security guard. I sat down at the new table they've installed as there are no longer check out counters. The girl who helped me the day previously saw me while she was helping her customer and didn't acknowledge me at all. I'm bald, 30 something, not super easy to forget in one day. After 10 mins of sitting and waiting another couple came in and sat down at the table. After a few mins she spoke up loudly asking if someone could help them. Employee came over apologized and said "Did anyone check you in and proceeds to check them in, I look at him and tell him I've been sitting there for 15 mins. He checks me in and then continues to help them. They pay and check out. He then goes over to another women who came in even later and checks her in and then continues to help her. Another women comes into the store and an employee comes out the the back room where everyone seems to be hiding now and helps her immediately. At that point I was the only person in the store, sitting, waiting patiently after being "CHECKED IN". So I got up and walked out. Sat there 30 minutes being ignored completely. Will never go back in that store again. read more

This store location originally wouldn't let me upgrade, told me to call customer service I did and the very kind lady said there was no reason to not be eligible for an upgrade so I walk back And no problem I was told to wait WHILE EMPLOYEES TOSSED AROUND A HACKEE SACK The person didn't get the correct phone I wanted or size case To his credit it's the new iPhone sizes are different He didn't give me an option to activate it in store or anything and was rude I would never purchase a phone from this location again read more

This 5-star review is for "Shahab." I purchased an iPhone13. After leaving the store, I realized neither my old phone nor my new phone was functional. Upon returning to the store, Shahab greeted me and offered to help me. He was not the salesperson who sold me the phone. Within less than 15 minutes, he transferred the data from my old one to my new phone. He also answered my questions and taught me much about my new phone. Shahab is a consummate professional. He did not pass the buck to my original salesperson, who did not transfer my data to the new phone, nor activate it. She only gave me instructions about how to erase my old phone. Shahab's primary goal was to assist me and ensure I was satisfied with my new purchase and, more importantly, I would leave the store with a functioning phone. Tips for consumers 1) Ensure your new phone is functioning before leaving the store, and tips for salespersons 2) please don't take shortcuts--set up your customers' phones, especially those who may not be familiar with the technology. Don't let a senior citizen like me leave the store with a non-functioning phone. Thank you, Shahab, for your customer-centered service, patience, and expertise while assuring my new phone was functional. I appreciate your efforts. read more

So I smashed the hell out of my phone right in the middle of a pandemic! Oops! Placed a same-day pick-up order online for the Oakland Lakeshore store. I didn't hear anything back for 24 hours and all attempts to call were rerouted to the national customer service centers. I finally just showed up and I'm so glad I did! Graham and everyone else working today were super helpful and friendly. It took a little while to get the minor problem with my order solved, but Graham was knowledgable and even helped me get the most out of the deal I was getting. Plus everyone in the store was just super nice to talk to and friendly. Maybe my roommate and I were just desperate for human contact. Who's to say. But we both walked out agreeing that it was the most pleasant experience we'd ever had at a Verizon store. Thank you! read more

Don't think i ever have had a mobile phone store experience this good! My request was complicated, if not nearly impossible - but Julius was determined to make it happen. In addition to his dedication to making the technology work, his patient positivity and kindness kept us smiling through what otherwise could have been drudgery. Julius even found a way to reduce my monthly bill! And Shaakira was another bright light on the Verizon team, offering her tech knowledge and moral support when she didn't have to. i walked out of the Lakeshore store in disbelief - beaming at this new reality - that it's possible to feel satisfaction after visiting a cell phone store! read more

I went to Verizon so that I could (1) pick up my iPhone 5s upgraded phone so that (2) my 96 yr old grandmother, who only knows how to use an iPhone 5s, could take my old phone. I spoke to Verizon customer service a few days before and explained the situation, and to ensure I would have everything ready to go so that both me and my grandmother could get our desired phones. The employees at this Verizon retail store told me that their counterparts on the phone gave me wrong information (turns out I needed to bring the account manager's physical credit card even though the customer service person told me the opposite!). Verizon in general has terrible customer service which I expected, but they don't need to make customers feel like they're idiots- which is what happened to me at the Lakeshore Verizon location. I now have to start this process all over again, which no one at the Verizon store even attempted to help me with. I highly recommend avoiding this location and Verizon more generally. read more

I came in to the store to get a simple phone number transfer to a different device, which happened successfully in a heart beat. In discussion, the agent on the floor informed me that I should not have paid for a SIM card at the Verizon store I went to in DC, as Verizon gives these out for free. Upon hearing this news, I was rather irritated and called the store that sold me the SIM card to ask for a refund. The store manager there wouldn't give me one, but this Verizon store manager overheard my conversation, offered to talk to the guy at the other location and then refunded me my money. Both the manager and the agent educated me about the different types of Verizon stores and the various policies attached to them. I am definitely grateful for the excellent service I received and know that this Oakland location has my back. Thank you!! :) read more

I bought an iPhone 12 Max Pro with service contract. Don't get fooled. To replace a defective phone you must prove the defect with an diagnosis from Apple l, to to one of their two tech stations, one located obscurely on a Stable that onlu replaces screens. It took a trip across the Bay, and 4 hours on the phone for resolution. Consider purchasing from Apple your phone or at lease Applecare. Verizon is no better than Comcast as the worst company in America. read more

Today I had my second worst experience at the Verizon store on lakeshore I Oakland and I say second because this is not the first time that I had an awful service at this store. Paradoxically my two bad experiences have been with the same person and within the last few months. Her name is Jackie. My wife and my baby went there this morning to get a new SIM card because hers was not working anymore. Jackie changed her SIM card however the new SIM card was defective and not working. My wife asked her to try another card just in case but she refused and told her to to call customer service in order to get rid of her and not have to deal with it. My wife told her that her phone was just updated and it was new. She asked her several times try a different SIM card but rather than listening to her she told her to buy a new phone or call customer service. When she came home I tried my card on her device and it worked perfectly. I am pretty sad that a person like her works there. She has no customer service skills at all. The only thing that she wanted was to get rid of my wife and not do her job. This second bad experience is making me want to change my carrier and switch to T-Mobile or AT&T. Plus I am not sure about going to that store. Really sad. read more

After speaking with Verizon customer support, I sm very pleased they were able to sort my problem with care and understanding. Appreciation to their online support rep Connor who was awesome. read more

Ok, had to come into the store over a problem with a phone I got through a 3rd party, not from Verizon. Suffice it to say that about everything that could go wrong with the new phone went wrong. Susanna and Skylar both helped me out as I had to go in 3 times; again, not because Susanna and Skylar did anything wrong. But they were patient with me when I'd lost my patience, were able to resolve my issues to the extent they could, and never sold me anything. So if they're working on commission, they got nothing for their troubles. They also stayed way beyond closing to help me out. read more

Fantastic customer service in the middle of the pandemic! They activated my daughter's watch phone (gizmo watch) with no issues, and were very friendly and nice about it. And even apologized for poor customer service I had received at another store the previous day! Amazing. Couldn't be happier. read more

I've always heard good things about Verizon, but in trying to give my business to them I have not encountered such incompetence in a long time. The website gives poor direction on switching over to a new phone as well as switching over from another carrier. I went to a Victra location - they couldn't get in the system to help me. They told me to try calling - I was told to go to a Verizon store. At this Verizon store, there were only 2 people actually providing assistance. The other three were just "checking people in" and being security. I waited 1 hr to be seen - time is money, and that is a long time to wait. No "Grab a coffee nearby, we'll call/text when we're ready for you." I waited an hour only to be told that I need to go to the T-Mobile (my current carrier) across the street for an account transfer PIN number. This would effectively bump my place back in line resulting in another wait upon my return. How has Verizon not organized itself well enough to just list on the website or train the store screeners to say: Switching over from another carrier? Make sure you get 1) your account # at your current carrier, and 2) a transfer PIN." Simple. It would also be helpful to have the knowledge available: "These are the steps you'll go through" and maybe "Some tips about SIM cards." I don't have any more time to waste on this, so forget it. I'll stick with T-Mobile. read more

This review is by my husband, since I haven't had to go to the store: "Needed a new phone, so went in here. Employees were courteous, efficient and knowledgeable. Since it's the time of COVID, there was a short line to get in, but it was orderly and all employees were masked. A satisfactory experience." read more

This place was a complete joke. Unhelpful, unfriendly, and unpleasant. Do yourself a favor and drive to the Verizon on piedmont ave if you need service read more

Poor service. I was extremely frustrated by the ineptness shown by our sales person. Critically, I had specifically indicated that she continue my asurion insurance service and this was still apparently left off my order. Come to find this out later after my cellphone was pick-pocketed. As a result, I'm on the hook for $450 to replace the phone. She also sold us a bunch of accessories that we did not need and were insanely expensive compared to identical items on Amazon. DON'T EVER SHOP HERE . read more

Trying to get my little sister on her own plan and I couldn't have had a worse time doing it. Store employees 100% useless and seem to not even want to help. This process was unacceptable maybe through no fault of the store itself but the company. Will be looking into new service ASAP read more

After leaving this review I searched for a way to send a complaint letter to Verizon's corporate offices. I couldn't find a number or email address but came upon a web page listing all of Verizon's chief officers. I decided to send my complaint via email to and received an email response from John G. Stratton Executive Vice President and President of Operations and received a return email advising they would call me within 24 hours. That call came this morning and Angela H., Executive Analyst with Verizon was a consummate professional. She apologized at length for my experience and confirmed my belief that aggressive salesmanship is inappropriate as is not giving customers complete information about products and services. Not only did she credit my Verizon account for the restocking fee, but she added a few extra dollars for my inconvenience. I made it clear my intent was not to have anyone lose their job but to extend an opportunity for the staff to grow from the experience. The customer is always right...most times...particularly if they are a loyal customer. Pushing sales is inappropriate and not welcomed. And managers need to have the fortitude to face dissatisfied customers and not send lower level staff to bear the brunt of that dissatisfaction. I am completely satisfied and my confidence is restored in Verizon. Can you hear me now?!? read more

Ever since my iPhone was ripped out of my hands (and ears) on an AC Transit bus yesterday evening, I've been dealing with people. The bus driver, the other passengers, the police - and everyone has been absolutely wonderful. But I awoke this morning filled with trepidation. Knowing that I would have to get a new phone. Knowing that, because I'm an iWhore, it would probably mean shelling out a lot of cash, and knowing that I would have to deal with a Verizon Wireless store. I prefer to do the majority of my cellular dealings online, so I haven't had many in-store transactions, and the reviews on Yelp did not bolster my confidence. Choosing between the lesser of the two evils, I headed to Lakeshore over Piedmont. Victoria took care of me. She was awesome. She let me know that I had options - she even suggested looking on craigslist or ebay to replace my phone. Ultimately, she provided me with an option I hadn't even considered - adding an extra line for $10, so that I could get the phone at plan price (which still comes out to be cheaper than just plunking down the full retail price of the phone). She also told me about the free Find My Phone app, which is the first thing that went on my new phone when I got home. There was no pushy upselling, and I felt that she was sympathetic to my plight, which I really appreciated. I can only give four stars, as my experience was very specific and I didn't have to deal with many of the things that have elicited complaints from others. But I did walk out of that store with a shiny new iPhone, which I expected, and a smile on my face, which I didn't. read more

Just baaaaaarely touches the bottom rung of acceptable customer service and competence. I mean, the clerk knew which buttons to push on the cash register but that was about it. A horrible way to spend a Sunday morning. read more

Dropped my iphone this morning for the final time, shards of glass coming out, so it's time to upgrade! As this store is right around the corner from my house, I thought I'd walk over, as soon as it opened and grab a new phone. Sounds easy? It was the absolute opposite. As you walk in your greeted by a man, who says someone will be with you soon. I should think so, there's 2 other customers in the store, and 6 employees! 5 minutes later a girl approaches me with an ipad, and starts going through my account details. I know I'm available for an upgrade, but I'm patient while she runs all my info. When we get to the stage that she agrees I can resign for a new 2 yr agreement, and I'm ready to talk phones, she tells me she's "going to put me on the wait list to speak with a sales associate". OK. I'm with my daughter, and there's still 3 staff doing nothing, so I'm thinking that it can't be long. I head to the wall, play with the new iphone for about a minute, and then wait. wait. wait. 15 minutes later she comes back to me and says how can she help me? I reminded her that we had just talked, and I'm waiting for a sales rep. She says, yes, I'm available now, how can I help you? WHAT? in the last 15 minutes did you forget everything we talked about? and HOW IS IT, THAT YOU MADE BE WAIT FOR 15 MINUTES JUST TO SPEAK TO THE SAME PERSON AGAIN? 15 MINS WHERE SHE WAS JUST STANDING AROUND, NOT DOING ANYTHING ELSE, NOT HELPING ANYONE ELSE. Quickly losing patience I restart the conversation where we had left off, she had forgotten if I was eligible for an upgrade, so we went through that again, and I finally walked out when she mentioned that they didn't have any iphone6 or 6plus in stock, and wasn't sure when they would arrive. Ridiculous waste of time. Don't bother. Go directly to the apple store, and experience some great customer service!!!! read more

On Friday, I decided to follow up on a text message I received stating my text message usage caused an increased $200 for overage charges. Earlier in that week, I went to this same store to address this. Without increasing my monthly bill, Verizon rep added unlimited text to my plan without increasing what i was paying monthly. When i asked why are you not charging me, she stated what I was paying covered unlimited, but I needed to opted in. My last words were as long as it takes care of the overages then I'll be fine. I go to this store to follow up on this issue given the text message I recieved from Verizon. I was looking to have this amount credited, the rep that night stated this can NOT be done. I asked to speak to a manager and he continued to say, "you can speak to him, but he will say the same thing." In my years of receiving customer service, a statement like that always rubs me the wrong way. Ash Wagner (sales manager) came over and I explained the whole situation and after about 10 minutes of explaining, he was prepared to offer a 25% credit...$50. My case was if I was paying for unlimited and the offerings changed for plans, should I not be automatically bumped up without having to go through this? He agreed, but was not willing to offer a full credit. The next step was for him to run this by his manager Matt Bertao to follow up with me. To date, no one has called me. I share this information with you not complaining about Verizon per say, but around the service received, or should I say the lack there of. In such a competitive cellular market, I was expecting the staff to be more receptive and not carry this I don't give s... attitude. Not going to that store ever again read more

I was recently in the lakeshore Verizon store and a man by the name of Julius offered to help me with a huge data issue. He was kind, funny and patient and made this rather long process more than bearable, actually fun! I always experience very helpful people at this location but every now and then someone in particular stands out and Julius is one of them, thanks again Julius! read more

Where to begin: First off the store smells like an angry robot colon so get excited for that . I think this location chose that scent to prepare you for their "customer service". Which can be best has robot $#!+ and they seem to be proud of it. read more

Beware of Verizon. On the one hand... the reception is pretty darn good. I rarely experience bad service except in locations in which everyone else has the same issue. So, kudos on that. On the other hand... they start you at a reasonable monthly cost and then gently raise and raise and raise your rates until you are drastically overpaying. The real reason for this two star rating was the poor customer service that I received up and down the chain of command. I took my son in to the Lakeshore store to get him a phone. I hoped that I could save money by adding him to my existing service plan. The price that I was given would not have saved me any money so I told the lady that I wanted my son to have his own plan. I specifically said that I did not wish to bundle the plan because there would be no savings. He was to arrange and pay for his own phone plan. I did NOT sign for or verbally approve my adding my son's phone to my existing service contract but when my next bill arrived, his plan was on it. That included overage charges!! Nobody at Verizon took responsibility for the error, from the Lakeshore store to the (numerous) agents I spoke to by phone to the managers who were whispering in the phone agents' ears but refused to speak to me directly. To be clear, I was polite all the way through but clearly exasperated by the end. The only recourse they left me was to pay a $300 balance on my son's iPhone to close that out and, only after that, they cancelled the contract. I would happily have returned the phone. No dice. I see other reviews on the sidebar here and I concur: "very slim shady" and "they're poison". Still, I am conflicted because the actual reception is pretty good. It's their callous indifference to the customer that stings. My contract expires in a month. Unsure if I will dump them. For whom?? read more

I went into the Lakeshore branch of Verizon today to buy a new phone (because my 3 year old iPhone died suddenly). The mean, unfriendly, hostile, contemptuous attitude of the sales person made the whole experience sheer misery. It left me wishing I'd gone for a root canal instead. read more

This place is really not great with customer service. A friend was upgrading his phone, so I tagged along (I know he won't take the time to write a review). There was a man helping a customer, and woman helping someone else. That's it. The woman finished helping one the of the customers, and did not acknowledge us. We made eye contact, the whole thing. Not once asked if we needed anything. Some other guy walks in, and she promptly helps him! And continues to ignore us! She was so pleasant and polite to him, but for some reason, she didn't want to help up. Not quite sure why, but left a bad taste in my mouth. Do your business at another Verizon Store. read more

So I am from Los Angeles first of all and I was visiting my family up north. My little sister was borrowing my phone at Church's Chicken and was mugged for my Samsung Note 2 that day. I came into the Verizon store and it was a bit busy, clean and I was greeted quickly. I felt much safer here than at Church's thats for sure! So once I was called up I spoke to Carla ( i think? I forgot sweetie, youre the best though!!) I had this phone given to me as a gift and quickly found that Insurance was not purchased for it so I began to freak out and was so disappointed that I would have to pay the $800 for another phone. The manager of this store came and calmed me down and went ahead to helping me find a way to get my phone at a lower price. It all seemed so hopeless and I thought I was going to have to drop a massive amount of money. But NOPE!! She worked her magic and voila!! New phone, new screen and new number all for $400!!! You guys are life savers!! Thank you for being so kind and considerate Carla? just kept us all laughing and she was Extremely knowledgeable about the service and product. The manager there is a total sweetheart and so helpful! If you want good customer service COME HERE!! Love y'al!! I decided to keep the gray Note...it grew on me after 3 days lol! Thank you for being so nice to this LA girl ;) read more

Could be good service. They have good phones, fair prices but screwed up service. Purchasing a new Droid the sales rep transferred my att # & info to my new phone, but set the 2nd droid to be activated, then a third giveaway motorola junker as my primary number. Lost my first day's connectivity spending multiple hours online w/ verizon. Very dispiriting. And very confusing pricing. While the sales folk seem friendly, they are all just coin-driven units interrested in making it look like they care, but in fact just driving up your ticket price. read more

Worst customer service ever, not friendly at all waisted 30 min of my time on there phone in the store, absolutely rediculas that I'm in a Verizon store on the phone to another store! IM GOING TO SPRINT!!! read more

I dislike writing reviews on this site, much less negative ones. But I feel compelled. I've been a loyal verizon customer for close to 10 years. last fall made the switch to iphone at this store. Several issues with this store: 1) I returned 3 times and complained about a defective ringer switch on the iphone. Each time after a lengthy wait, I was told the phone was fine and to try cleaning the ports. When I finally took it to the apple store they diagnosed within 5 minutes and I was out the door with new phone within 30. The moral: the staff at this store are either misinformed or trying to avoid customers returning their phone. Why they act this way, I have no idea, since I think apple would absorb the cost of a faulty phone. 2) when I bought the iphone I asked sales staff to keep verizon roadside assistance on my account. Recently came very close to running out of gas on I-5 and found out that no, it was not kept on my account by sales staff. thanks a lot. I hear there's another verizon store close by on Piedmont ave. That's where I'll be taking my business now. read more

I just bought two brand new $500 phones and after four weeks when got a glitch they told me to bring in my phone to replace my screen protector and when I did they told me because I didn't bring in my old protector, they wouldn't replace it. Were very rude. Snotty. And do NOT care if you spend 1300 hundred dollars setting up a family plan they won't eat the 25 for a new protector that THEY forgot to tell me I needed to bring back. Fuck youuuuu! read more

Not only unhelpful, they make things worse. Called because new phone wouldn't activate. They managed to not only not activate new phone, but deactivated current, working phone. Via text they told me they needed to speak, not text. But my phone was broken by them. Then tech support disappeared. Only on Twitter did I get a response, which was basically "go to a store". Which is of course closed. So I will lose a day's wages. Insane. read more