I have found this store consistently high quality and very smart. They do things like change over my new i phone which Verizon supplied because uit was still in warranty. but the verizon corporate would not help, I hsd the same experience six months ago This time it was the 6 month old provided from the insuanvecompany which corporate would not touch. For now, i will use this Victra and avoid Verizon corporate read more

Gee, where do I start. What an atrocious experience. There. Ok first off, the reason you don't go to a store like this is that they are an (authorized retail store) not an actual verizon store. That means kiddies that they have their own rules In regards to policy. In this a case a return. So, I just wasn't happy with the equipment and the problems inherent. Apple iPhone 7 if you must ask. Where was I? Oh! Yeah, so I return the equipment and they tell me they are going to keep some of my money. 70.00 bucks. No fucking way. So here we go. I'm referred to the manager. This guy keeps telling me that my contract says there is actually a 70 buck restocking. I got that sparky, the other guy already told me that already. I'm like, I'm not leaving till this is resolved. Realizing that the manager who was fucking rude from jump wasn't gonna give me my money back, I get on the horn with verizon. They fix it by telling me they will compensate me for the restocking issue. And they do. I hang up and I go in to get what's left of my refund so I can get the fuck up out this store and start enjoying my birthday. yeah, it was my b-day. But wait! there's even more kiddies! Ya' see I paid cash. So I want cash back. They don't do cash refunds. I couldn't stop laughing! Are you serious? We get this all but resolved, and you hit me with this? Now here's the thing and pay attention. If he (the manager) wasn't so difficult I would have just let them swipe my card and I'd be on my way. But noooooo. See: its not about the money, it's the principal of the thing. Now I'm not so much out of a hundred bucks, so much as, if I refuse to do the transaction because he'd been a dick. Now shit for brains has to explain to the owner of said establishment, Why there's a return with no refund. That's called checkmate. Anyway I have the owners info and spoke with verizon who are very protective of their customers. And they will be contacting the owner whilst I contact the PUC and the BBB. Still unresolved but hey, I got time. And the manager has to account for an out of balance register (because I refused the debit in lieu of the cash) and deal with the PUC and Oakland BBB. read more

I came into store on Friday 6/1/18 because my phone appeared to have "died". Christopher Reeves helped me. He was very polite and helped me speak on store phone about possibly replacing the phone. He found out I needed technical support he couldn't give me so he suggested I go to a store near work that would help me before deciding to have it replaced since it was still on warranty. He was so patient. I did go to the store with technical support and because of Christopher's help I didn't have to get phone replaced This store is always so friendly, staff so patient. Even if they can't help, they come through in finding out what to do. Virginia D. read more

Thank you so much Anthony S and Josh for being understanding and going over and beyond to accommodate my situation it was my misunderstanding and thank you for fixing it most company wouldn't . read more

So this review has to do with being in a bind and the manager (Josh) being very understanding. I decided on a bit of a whim to get rid of my expensive home internet service (over $70/mo) and going w a hotspot (utterly insufficient, but took me a bit to realize). When I decided it wasn't such a great idea (took 4 days to eat up half my my monthly allowance) to have a hot spot only situation, it had been 16 days past purchase and the return window was 14 days. After several trips, he took it back and gave me a refund. I am very grateful not to be stuck paying the monthly on a bad idea. read more

Every time I spoke on the phone with someone from this store they were reasonable, helpful, and knowledgeable. When I finally went in in person to set up my new phone, they were capable, friendly, and fast. I plan on always going to this Verizon store! All 3 people I've interacted with were awesome, and what more can you ask for than that. read more

The staff here went above and beyond to help me - I walked in at 7pm thinking they closed at 8pm (they didn't, they closed at 7pm) and never once did they say anything and stayed until 8:30pm helping me upgrade my iPhone, transfer data across, etc. They were polite, courteous and I can't say enough good about them. Special shoutout to Gerald who was awesome & Chris who was great also. Thanks guys! read more

Lucas was fantastic. He got bombarded by guests and treated everyone extremely well and helped us in a timely manner. He was extremely patient and pleasant with me, I super grateful for my experience with him. Thanks again. read more

I'm not sure how to put in words my experience at the store. My husband and I initially came in the trade in our old phones and upgraded to the new iPhone. Our phones came before the promised date but I found that insurance was added to all my phones without consent. The phone cost $960 when it was advertised for $949 on line and at the apple store. I traded in my iPhone 6s and was told it was $300 but on the day I officially switched, it was just $225. I will be calling Verizon to file my complaint! Though the manager, Josh, was extremely helpful, I don't know that I would want to come back! I am somewhat disappointed because I found out all kind of hidden charges after the fact! While I appreciate all of his efforts, I felt let down and like my trust was broken and I was taken advantage of! read more

This store pulled a Wells Fargo on us and twice added unauthorized phone protection insurance. They're all friendly and the product line is good, but scamming customers cancels all that out. read more

This is a wonderful Verizon store - 3 words that don't usually go together. Mandeep and Lucas were really helpful, knew all the one and outs of what would be best for me. They were helpful a d respectful - even though I'm from a generation that once used rotary phones. read more

I had a great experience with Gerald today. He was friendly, informative and super patient while we transferred apps from my old phone to my new phone, and I couldn't remember a single password. He appeared fluent in the use of several different models of smart phones, and was easy to hang out with for the hour or so that it took to transfer myself to a new phone. Ask for him and you'll have a fantastic experience! read more

The store is a pigsty. There are personal items belong to the staff scattered about and the displays are either empty or a total mess. The customer service is abominable. They take your phone and start doing things with it that you've not authorized them to do and don't communicate with you at all about what they're doing to it. When you voice your concern they begin to criticize your demeanor rather than discussing what they're doing. I find the staff there to be extremely rude. They are also dishonest. They told me that my phone's software was full of glitches (I have not had any problems with it whatsoever) and that I needed to get a new one. They constantly try to up-sell you and try to slip in extra charges on your bill without telling you. I never understood why it seems so different than most Verizon stores until I noticed that it is actually run by Victra rather than Verizon itself. read more

Terribly slow service and then when I finally got helped they couldn't even tell me anything about my account. They couldn't even tell me what my currant plan was to help me find out of I needed to change my service plan. Couldn't tell me why my bill was $647.00. The woman said that I would need to call verizon to get information about my account. If that's the case why is this store wasting space? The only thing that I did find out by going to this store is that I need a different phone company. read more

The store manager, Josh was excellent. He was very helpful and took his time to make sure my wife and I purchased the right phone for us. We had our 2 year old daughter with us and he was very understanding. The store has parking, good hours and helpful employees. read more

Britney and Nigh were the most knowledgeable and fair Verizon sales representatives I have ever met. Usually I dread needing customer service from Verizon or a sales store. They helped me understand my pre-paid plan, how to put it on hold and helped me make the choice to upgrade to a newer phone after 6+ years of an old plan. Thanks guys! read more

My husband and I visited the lakeshore store a couple weeks ago. I have been meaning to review but been busy. Anyways when I walked in the lakeshore Verizon they were packed and when I finally got to a rep she was super Rude and just wanted to sell me a phone when I didn't want to get any accessories they seemed upset. So I said I'll think about it and went to the Piedmont Verizon. I'm glad I did, they fixed my phone issues but also advised me that I was eligible for some really good deals after listening I finally decided to do it. I got a great deal with all my accessories included for a great price. They even threw in some extra discounts for my bad experience I was ranting about down the street. Nice pleasant environment and super cool staff. Highly recommended, the reviews must be from old management. read more

I came in the store due to a problem with my phone. The woman who "helped" me never smiled, never made eye contact, mumbled so I had to keep asking her to repeat what she was saying. Her attitude was giving me the impression that she really didn't want to be working there. Finally the manager (I think) stepped in and helped. Not really eager to go back if that's how they treat customers. They weren't even busy so not sure what else she would have been doing. read more

Walked in and the store was a little busy at the time. I got greeted as soon as I walked in with a smile and the time I would expect to wait. It was shorter than I expected. I traveled from Berkeley because of the positive google reviews and a recent bad experience at the Shattuck store. They exceeded my expectation and went above and beyond to make sure I was taken care of and all my needs were met. And big thanks to the water bottle they gave me while waiting! read more

Awesome service! Verizon corporate aren't even as knowledgeable as the guys here. Trouble with my bill and my phone... problem fixed! Can't ask for better customer service, super kind. and they were really busy. Was able to get Xfinity cable too... read more

I live right by this location and have been a long time customer here for many years. Josh the manager is amazing always takes great care of me and my husband . They all go above and beyond the call of duty. Can't say enough positive things about this location . The best Verizon location in Oakland. read more

I needed a new cell phone. Previously, had Verizon for many years but was given I phone 5's by our dear friends and Verizon couldn't transfer the phones. So we stayed with our friends carrier, Sprint. When they were not working well, I called Verizon to buy two new phones. Placed the order over the phone and asked the person to send us a confirming email. Got off the phone and looked at the email. It was wrong. Immediately called back and was told that they couldn't correct it, but would cancel it and put in a new order. I wasn't happy with this person and the process and decided to cancel the order, entirely. In the interim, another dear friend told me that Xfinity was now doing mobile phones at a much better $. A couple of days later, we got a package shipped to us that didn't have a label to identify the sender. We accepted it, as I own my own business and get gifts from clients on a regular basis. Turns out it was from Verizon with wrong phones. Returned the equipment. What a hassle. This led to months of trying to get our money back that we charged in the initial call. Everything I tried did NOT get our $ back. This led to months of long on hold waiting times, so many different staff and departments and way to much stress. Three months later and hours upon hours, I finally got the credit on our credit card. I wasn't about to give up and let them keep our $. Let's talk poor customer service. I let them know that they earned a very poor review. I STRONGLY URGE EVERYONE TO NOT USE VERIZON. BE GOOD TO YOURSELVES. This is the first time I am writing a review. I couldn't let anyone go through what we had to. I care. read more

I went into the Victra Verizon store with a problem and was more than happy with the service I received from Mandeep Chall, the Manager. He was extremely patient with me and assisted in a resolution to my problem. Thank you for having Mandeep at the store, he provides excellent customer service. read more

This store is the best of the Verizon Wireless stores in the East Bay or anywhere. Nai is amazing -- kind, smart, and nonjudgmental of technophobic types like me. She worked with me for almost half an hour to help me solve my problem. Can't recommend enough. Also, big perk: No wait time. Just walk on in and get the help you need. Thanks, Nai! read more

The professionalism here is superb. I was going through some issues with AT&T with my business account and a very unsatisfied customer. I was speaking with the manager Josh for a few days regarding switching my 10 lines over. He met my every need and I had tons of questions that he answered without an issue at all. When I finally came in he seamlessly switched my service over with ease. Also he took care of applying a discount for being a business and told me I'd be getting a credit of 200 dollars for each line I brought over!!! Wow amazing. I was so happy with the service I brought the whole team some samples of our salsa and chips. I came back a few times just to say hello and of course ask some questions about our new smartphones that we got. Excellent staff and management. Highly recommended. read more

I've been a Verizon customer for years and their corporate services used to be great but are diminishing as the company grows. It's pretty hard to get a live person and you waste a ton of time trying to navigate their phone tree only to be re-routed from department to department. It's pretty obvious the company is way to corporate and big to provide good customer service. However, the folks at this store are always super helpful and friendly. Shout out to Superman Christopher Reeves and crew Gerald and Nai for saving my sanity after two 45 min phone calls to Verizon trying to resolve a lost phone order. The service was great and personable. I would recommend working with these folks and not bother with phone reps, way better service and more efficient. read more

This store has disappointed and made me upset in many ways. First I purchased an iPhone 6 plus. The employee was supposed to transfer my information from my old phone, which I found out later that it did not happen. I had left my old phone at the store, and was lucky that they still had it, so the manager was able to REALLY transfer the contacts list. I returned to the store to pick up the iPhone 6 (I had purchased the iPhone 6 plus which I ended up not wanting) and while I was supposed to be waited on, the employee was reading her text messages, and was completely unattentive to me. So rude! I later complained about this to the manager, who said that he will relay this to her. I then returned to the store to ask about wireless hotspot, which I could not activate on my phone. I was offered the Jackpack that they had in the store, a used one, and was told that activation fee and another fee would be part of it. I said that I needed it just for 3 weeks, since we were doing fundraising, using paypal, and only needed it to the period. I ended up not using it. I brought it back after 15 days, and asked to disconnect the new phone line. When I got the bill I was appalled to realize that I got charged for $63 for the deal that I never even needed. I WAS NOT INFORMED THAT I WOULD GET A REFUND ONLT IF I RETURN THE JACKPACK DEVICE WITHIN THE 14 DAYS PERIOD. IT WAS SUPPOSEDLY A "LOANER" FROM THE STORE, BUT SURELY WAS TREATED AS A NEW DEVICE. I went to the store, and was told that they could not do anything about it. I then called Verizon, and was told that I needed to talk to the store. Returned to the store. I was promised that the employee I had talked to, who was absent at the time, would call me the following day. Obviously he did not call back. I had to call him. He said he would talk to some other manager, and will call me back. No call back. I called him again. He said that he had sent her an email, and that she replied that I cannot get the refund. I asked him to forward the email to me. Nothing came in! HE DID NOT FORWARD THE EMAIL he had promised he would. What kind of business is this?? Not returning phone calls, no follow up! It makes me think that he had not even sent and email to his manager. I decided to make one more final call to Verizon, wanting to complain about the store and let them know about the horrible experience I had with them. I mentioned the poor service at this store, the misinformation, and the bad reputation they give to the company. The conversation ended with the agreement that the $63 will be credited back to me. Bottom line: very poor business transactions. Misinformation to customers, extremely poor customer service by two employees. The manager is actually quite knowledgeable and kind. I am sorry that his employees don't measure up. I would not set foot in this store ever again. And now having noticed all the bad yelp reviews, I am sorry I had not read it before I went in to purchase my phone. read more

This place is great Nai and josh made experience at Verizon so easy I would never go anywhere else. I came with a phone issue and they fixed it in seconds. If your in the area this the place read more

I live in truckee and was visiting family in Oakland. I was referred from my mother in law and im happy I visited this store versus the lake shore store that is close to my families home in Oakland. The team work well together and I think her name is Nia she took great care of me and I'm not an easy customer. She even helped set up a tablet that was in promotion and swapped over all my information everything was so smooth the absolute best experience ever! Thanks to the manager as well who helped make the whole process a breeze as well. read more

The young men working at this store are very nice and friendly, but also undertrained and overworked. They always seem to be dealing with at least two customers, while also fielding phone calls. We had a particularly negative experience that doesn't seem too unusual, based on the other reviews: We ordered a new phone when our 2-year contract was up. The store ordered the incorrect phone for us. When we were surprised by this fact while picking it up, we were assured that the phone they'd ordered was at least comparable to the phone we'd asked for. We couldn't check this at the time, so we took the phone. At home, we discovered that the phone they'd ordered was much worse than the phone we had asked for. When we tried to return the phone, they asked for a $35 restocking fee -- more than we'd paid for the phone. We asked if this could be waived, but the regional manager said that it couldn't, since by taking the phone home, we'd proved that we wanted it. Very frustrated with this store -- not an official Verizon store, by the way, and would fight this way harder if we had the time and energy. At any rate, be warned: do not go to this store if you want quality service you can count on. read more

Place is barren and empty. There are about 12 phones on display. What a terrible retail store.

This is an authorized Verizon retailer, not a corporate store. That means that they can't offer you the same options to pay outright for a phone that a corporate store can. The salesperson did not seem to understand how to explain this to me, also had some issues with being able to look at the devices that I was interested in because they were screen locked. I would recommend going to a corporate store to maximize your options and buying experience. I prefer not to buy a phone online because I think brick and mortar stores (and jobs) are important, but the retailers make it hard! read more

This store is awful. At most, there is one person in the facility who knows what's happening but if you aren't lucky enough to get paired with that person you're doomed. I went in after weeks of figuring out how to smoothly transition my entire family from our plan with AT&T to Verizon. After organizing billing cycles, unlocking iPhones which we were reassured would be able to work with Verizon, and picking out the best plan I left with nothing but attitude from the staff. Despite what they told me previously, they weren't able to use my iPhone 7. Although the plan didn't work out, the most unsatisfying element of the visit was the staff. They were unprofessional: inappropriately dressed-wearing low cut lace up shirts, texting on their personal devices and eating food at their own service counter. It would be beneficial for someone to remind the staff that they are in sales. read more

I wrote a review of a bad experience with this retailer. I just got a response.... over one year later....

The agents here added insurance policies to my plan that I didn't authorize, screwed up the billing address, and failed to inform me when my new phone came in. They're cowboys who will up-sell you on anything. Don't bother going here, just order from the Verizon website and use their excellent online chat. read more

Marilou was incredibly patient and helpful in getting my 12 year old hooked up on our plan. I was giving him my older phone and there were a few hiccups but she and Josh were outstanding in making it work for us. The store was clean and not to crowded, the whole atmosphere was friendly. read more

Stay away or pay the price. Was sold a plan that was promised to reduce my monthly charge by $40. Instead it rent up by $100. Was sold a device saying it would be basically free with rebate. When I went to send in rebate I saw that it expired two days before I bought it. Took device back to store but they wouldn't take it since 14 days had gone by. Said to contact store headquarters to complain. Have called and written several times but they just don't respond. Still trying to resolve this 3 months later with no luck. Save yourself the headaches and find another store read more

I came in to make a payment and the machine was being occupied. So while I waited, Jonathon and Luciano said they'd help make my payment. But they noticed I was paying WAY too much managed to bring my bill down by 50 bucks a month and removed some data from my iPad and put more on my phone! I'm glad I came in! They deserve a raise. read more

This place is terrible. They are not run by Verizon. If you go to a real Verizon store, they will tell you NOT to go to that one because they are notorious for causing problems for Verizon customers. You can tell if they are actually run by Verizon because the sign will ONLY say Verizon Wireless. If it says anything else after that, like "Verizon Wireless Communications" they are not the real deal. Anyway, when you go there you always have to wait a really long time to talk to anyone. When I went I was trying to disconnect a land line I had attached to my account and they said they disconnected it, but they didn't and I was charged for months after because I wasn't smart about it and didn't look at my bill. Also, my friend ordered a phone through them and it took a month to receive it. They said they had to order one and that it would be in the following week (at a real Verizon store they can usually give you a phone on the spot). When he went in to get it, they claimed the store had been robbed and they had taken the phone they ordered for him. I think they were lying and just didn't order the phone. Anyway, it took a month total for him to get a f-ing phone! Never go there. Ever. read more

STAY AWAY FROM THIS STORE!! They have nothing to do with Verizon, are a 3rd party. I had a terrible experience here, they are slimy and dishonorable, provide terrible customer service, are clearly in it to make as much money as possible, even if that means alienating customers (eg not letting someone return a brand new phone after 2 days). read more