Terrible experience today with Yasmine. She is very rude and unprofessional. We were having issues getting a new phone on a business account. I was on the phone with her and Verizon customer service at the same time and getting conflicting information about my ability to get a replacement phone. At the end of the day I was not able to get a new phone. I asked for Yasmines last name and she became very defensive and hid her name badge from me and refused to give this information. I then asked for the district managers contact information. She threw a note pad at me and basically shooed me away. I'm stunned someone like this can manage holding a job where you have to work with people.​ read more

No customer support. No suggestions no solutions. Made me feel like I'm an inconvenience..like i'm wasting their time and I'm not a paying customer. Not sure what the problem is but after reading all the other comments it's all making sense. read more

Worst place ever. They ignore you. Cut you off and put you on hold for over an hour. Then when you call from a different phone they pick up. Then transfer you to a non working number and leave you hanging. I kept being played around with. Even got to a person named Chris who's a manager and he didn't do his part either. On a non ending cycle with a phone company that don't give a fuck about you. Just your money and will waste your Time. read more

Kristina the manager here is a absolute Rockstar! She worked all day fixing a wrong that was above her Control with multiple phone calls and Jordan and Emily also stepped up to assist in bring the problem to a resolution!! read more

The guys helped me with a ton of tech q's on two phones today. Very tech-savvy, and very courteous. Thanks!! read more

I really wanted to purchase two phones today you think that shouldn't be too hard, well you would be wrong here. First your supposed to have an appointment to come shop, I didn't. They decided to help me anyway, but said they couldn't set up any phone I purchased because of Covid. The woman who helped us could care less if we purchased anything or even stayed a Verizon customer. I told them that T-Mobile was offering buy 1 get 1 IPhone and a really good price. I said that I was thinking about switching but really wanted to stay with Verizon if they had any deals to offer me. But nope she could literally care less if she lost a 15 yr customer or not. Didn't like the vibe so I left and went to Costco where I had excellent service purchased 2 phones and they set them up for me. Whatever happened to the customer being most important! read more

Extremely disappointed in this store. I came in for a simple account transfer. Wait was an hour which was twice the time estimated. When talking to a person of my party about how long the wait was, the manager took the time to defend herself when she should have been focusing on the customer in front of her. Told us we could have made an appointment but my Verizon app said that that function wasn't available in this area. Then the guy that helped us was rude. Awesome. Just what I needed. Thanks for making me feel like a valued customer after almost 20 years of being a Verizon customer. I'll never go here again. I'd give this store less than 1 star if it were possible. read more

Solutions Specialist, Dario Rivera...WOW! Knowledgeable and patient. The service he provided was exceptional!!

Over-promised! Under-Delivered! I bought a JBL speaker for my friend's birthday which is this memorial weekend and a wi fi hotspot for my memorial weekend business trip. Two great products which they were sold out of and reassured me many many many many many times that they have reliable two day shipping and both items will be there in time. Well it is now Sunday: I don't have a gift for my very good friend. I won't have reliable internet for my business trip. Worst part: I came to the store to be helped about this and their clerks said since the item already shipped, I'd have to buy a new one and return the shipped items once I receive them and pay a restocking fee. A RESTOCKING FEE? For what?!?!?!? Your company not doing what's promised? My one star review is because clerks here would rather make accessory sales and meet their quotas rather than actually help customers out! Go to a privately owned third party Verizon retailer. That's where the customer service will be found! read more

Rude, unhelpful & no way to even inform yourself... guy was saying when I asked him: "I think it's this..." and then staring at me. I think I'm done with Verizon stores and maybe their service as well. read more

I came in to this particular store on crescent st. In Pleasant Hill to get an assistance to activate my phone. The person in the front not very welcoming checked me in. This is first thing in the morning. I told the person what I needed assistance with. Flat out he told didn't anyone tell you you need an appointment if you want to activate and transfer data to another phone? I said no they told me to come in. This person wasn't very helpful at all. Instead of accommodating me since I got there early, he turned me away and told me to come back in a week and a half I said what? This person doesn't belong in the front, has zero customer service and courteous to the customer that's giving him his job. Hello? You wouldn't be there without customers! Very rude and crabby first thing in the morning. There was a Verizon sign and logo that says "we are glad that you are here" well, they did not live up to it. This person even told me that I should just go to another Verizon store maybe they can help me. Excuse me? As a loyal and valuable customer since 2008, this is how you treat your customers? Hmm, you are going to hear from the corporate management about your bad attitude! Staff are don't live up to Verizon's customer service at all. They stare at you like you did some kind of criminal behaviors. Not friendly and accommodating. The top managers should train these staff at this particular store some great customer service! You are all working there because of us customers. Without us, no jobs! I walked out of there feeling invaluable, I've paid high price for staying with this phone carrier since 2008 and this is how they treat you?! I went to another Verizon another city and drive farther. It was well worth it bcuz people in this particular store was the opposite of what I had experience in Pleasant Hill. The first person that greeted me was very nice and accommodating. I walked in didn't have an appointment and yet she assisted me and helped me of what I needed to do with my phone. The other person in Pleasant Hill it would take a long time at least an hour and they don't have time to assist me. The store, particularly the person that assisted me was very willing to helped me out. I was out of there within half an hour! I was so happy leaving this particular Verizon in Walnut Creek. I will not patronage a place where they kicked out their customer. I hope that particular person get trained or you will lose your customers! read more

Emily is Awesome! Very knowledgeable and patient!! While we could not get the phone we needed during this visit (out of stock) she called other stores in the area to help us locate one. We hated to not give her the sale but I'll be back when my upgrade is due or we need other service. Thank you, Emily!! read more

Ok I got it u guys are busy but why don't y hire more employees. Cheap ..... waiting 45 minuts read more

Horrible. Made an appointment on li n e received confirmation. Went to store at appropriate time and store was closed.

I recently received excellent help from Maustufa at this store. My questions were answered in a way I could understand. I did have to wait as he was the only one in the store. I learned I could set up an appointment and I'll do that in the future. Everyone in the store has always been courteous and willing to answer my questions when I stopped by. read more

This was by far the worst customer service I have experienced from Verizon. I went into this store a few weeks ago and spoke with the manager for 30 minutes about getting a new phone. She was very polite and helpful. She wasn't able to complete the transaction b/c I didn't have an appointment so I made an appointment for a week out. She also suggested for me to gather my old phones to trade in during my appointment. A week goes by and I get to my apt 30 minutes early. I let the manager know that was working that I was there to get a new phone and asked if they could see me sooner since I was early. He said no, which is fine so I went and killed 30 minutes. I come back at the scheduled time and once again checked in and told the manager I was there to get a new phone. He escorts me over to the person that is going to help me. I sit down, tell him that I am there to get a new phone and he looks at me like I am crazy. He tells me that the soonest I can get a new phone is next July! Um, what?! Why in the world did the Manager that I spoke to a week ago not even mention this to me?! Then why did the Manager not tell me this when I told him that is why I was there. WAY too much of my time was completely wasted all b/c someone didn't do their job of "managing my expectations". I was so shocked! I told him that I made the apt a week ago and no one told me the store was out of phones. He could care less! So then I went and told the manager that I don't understand how I had came this far and NO ONE thought to tell me that the phones were back ordered until July. He did not apologize or even so much as acknowledge me. He shrugged his shoulders and looked at the door. So I left. When my husband got home, I told him what happened and he guessed the store! He said he went in there last year and they were so rude that he left and went and bought his phone at the mall location (where they were much nicer). Customer service 101- don't waste your customer's time! read more

I just broke my screen ! My phone and old 6, and starting to "dud-out"...I contacted the VZW website and looked at my options...still having questions, I contacted VZW again by chat with no real help..."they are all about the same" I was told... So I called the VZW store in Pleasant Hill as we had been there before when my wife needed a phone. I called up and spoke with Meena, who was great. She told me the advantages of each model that I was interested in, and if, and where it was available. I even had to call back with some unrelated questions. She was very knowledgeable and accommodating. I now have the phone that I want...simple ! I would recommend visiting them if you need a phone ! read more

I stoped by today at this location, because my Verizon fast charger was not working anymore. I walked in, and I was greeted by almost all the employees, than Akeem aproached me , asking politely how can he help. I told him about my problem , and in about 5 minutes , he came back with a NEW CHARGER. I was speechless. Akeem, thank you so much for your help, professionalism and amazing customer service. I hope Verizon, apreciates assets like your self. Have a great day and even that I live in Fremont, when time will come to upgrade my phone, I will come to you. read more

This is for the guy with the long beard rocking the 49ers gear waiting for an hour with me at the store missing the game... 75 minutes I waited to try and return something to Verizon. I checked in at 13:38 and saw that I had a "27 wait time" according to their system. The gentleman who checked me in even said it would be "20 minutes or less". I had no problem waiting a little as they looked decently busy. So I waited...made a few phone calls...waited some more and looked at the phones...waited some more and then realized something, they were helping people who weren't in line buy things ahead of me. I walked up to the front (really wish I wrote his name down) and was like "Come on..why am I waiting this long for a simple return?" His response was "Oh wow you have been waiting. You are almost to the top"... So Verizon I thank you for reminding me why I do not buy my phones directly from you or accessories or anything else except service (which will not be very much longer) from you guys. Your customer service is seriously the absolute worst customer service I have ever experienced. The kicker here was I also wanted to buy a set of new headphones which would have been in the $250 - $299 range from Verizon that day however since I had enough time to check around on Amazon and Best Buy I found a better deal and didn't have to wait to buy them. Bravo Verizon. Bravo.... read more

I would say "Worse customer service EVER" but I received no customer service. Phone died on 6/23. Went to Verizon store in GA and they replaced the sim card. 2 days later when I'm in Mexico phone stopped working again. Upon return went to the Pleasant Hill, CA store and was greeted by the manager, Eli. I told him the situation and he said the wait is 1 hour. I waited with my 29 year old daughter. After 1 hour 15 minutes a spanish speaking representative called our name. She looked up my account on her computer and told me "account was suspended because you exchanged you sim card in Mexico". I told her that was not true and gave her the address and phone# where the sim card was replaced. She told me she couldn't help me because the fraud department was closed. I told her I would then need a loaner phone (she refused and called over the manager). Manager told me the exact same thing...."fraud and customer service departments are closed. Nothing else we can do for you". They both walked off and started helping other people. Meanwhile, my daughter has the fraud department on the phone (they're open - WOW). Within 30 minutes my phone was reactived and then I was transferred directly to a customer support representative (they were open too - imagine that). Support was able to reinstate my insurance that had been accidently removed when I added my daughter to the account. The manager here is Eli. He and the spanish speaking woman are lazy and worthless. Do NOT use this store. Go to Walnut Creek, CA. I've contacted upper management at Verizon requesting these people be fired or at the very least demoted with a letter placed in their personnel folders. I also requested a written apology from both Eli and the spanish speaking representative. WORST "NON" SERVICE EVER read more

I came in today to add phones to my Verizon account, I was unable to do so due to policies regarding account management. I can accept this, however I experienced some of the worst customer service from the ladies in there. Both women I spoke with were cold and rude about the situation. Go to a different location. read more

Jordan is great to work with. We have bought iPhones from him in the past and just purchased upgrades today.

Amazing service, no BS, straight up solid advice! Meena is very helpful and tells you nothing but how to save money. Phrase of "Customer comes first" couldn't be more accurate! I kept asking about how I can do in store transactions, but she instead walked me through the online process step by step so I could just save an extra buck despite of her not getting credit and commission for it. Thank you Meena, I appreciate your time and effort. read more

Not enough customer service people - way too long of a wait. The customer service is ridiculously slow, regardless of when one comes into the store. A few weeks ago, I came into the store on a weekday evening to upgrade my phone. I waited at least 45 minutes for someone to help me with my upgrade. My upgrade came with a credit for turning in my phone, but Verizon had to mail me the new phone, so I was told I needed to return to the store to turn in my old phone. I came at around 8:30 on a weeknight last week and they told me there would be an hour wait - just for me to turn in my old phone. Really? I am not doing anything else other than turning in my old phone. I asked if there was someone who could assist me with just returning the phone and was informed I had to go to the back of the line with everyone else. I came in again today at 3:30pm and was told there were two people in front of me. I am still waiting (4pm), even though there are four people standing behind the counter doing absolutely nothing. I actually tried to call the store before I came today to check on their "line", but the phone number just transfers to a generic number that prompts one to press one for technical support, two for new phones, etc. The phone number does not allow one to actually speak to someone in the store. So - one cannot even call ahead to see if there is a wait. Some of the customer service reps are nice enough - but there are never enough of them (and some of them stand around doing nothing with no sense of purpose while customers are standing around and sitting along the walls) and apparently this store does not care about making people wait. That is one definition of poor customer service. I have been waiting the entire time I wrote this review and continue to wait... ...and I waited an additional 15 minutes after I finished the above review, even there were "only two" people in line ahead of me when I came in the store. Absolutely amazing. read more

As expected, Verizon smurfed up the billing. Hubby had to go back to the store, and since they couldn't figure out how to fix the billing problem on their own, the manager promised he'd follow-up the next day. No follow up occurred, so hubby had to call him back. Anyone care to take any bets on how long they'll take to straighten out the billing and give us the corporate discount to which we're entitled? read more

I'm sorry I don't want to buy your freakin' bundle package for an additional +$100! I went into buy a razr maxx and I kid you not the two sales guys would not let me buy it, they kept pushing me into buying another phone with the bundle package. Keep in mind a razr maxx is like $400 alone, well it was at the time, I just checked online and its now $199 for a two year contract. Don't waste your time people. The store is pushy when it comes to buying accessories, which I do not use. read more

there's no such thing as fast service here. You have to take a number to wait in line. I didn't know this when I first visited this location, so I stepped into a line right away. An hour passed, and the associates were still talking to the same people. I waited another 15 minutes and saw this guy with a clipboard assigning customers to lines. It turns out he's the official linekeeper...oohh..no one gets past him! So because I didn't give my name to him, i lost my place in line and wasted a whole hour and 15 minutes of my time. So stupid me, i went back a week later to get my phone fixed. i knew the ropes already, so I hunted down the official linekeeper and gave him my name. I was also chuckling to myself as I saw other customers waiting in line without giving their name to the linekeeper. Yes...just as I did...they also waited for a considerable amount of time without being helped. This is the only verizon that controls their lines like this. All the other ones i've been to - i was able to get in and out FAST!!! definitely not here! read more

My phone totally pooped out on me yesterday. I mean granted I've dropped it about a million times, but I didn't drop it at all yesterday. I used it as an alarm and then suddenly the screen went completely blank. I tried, to no avail, to fix it, taking the battery out and turning the phone on and off, but nothing worked. Instead of going to closer, but more crowded Verizon store in Walnut Creek, I trekked all the way out (read: 5 minutes more on the freeway, I am lazy) to the Pleasant Hill location. There was no line and I was promptly helped. Although my phone wasn't up for an upgrade until March, the sales guy informed me that another phone on my plan was and that I could take that free upgrade to save some money. Instead of choosing the free upgrade, I decided to treat myself to a hipper model and got an LG with a full keyboard/camera/mp3 & internet capabilities. It's pretty sexy, and green. Also the sales guy was really cool, and gave me some extra discounts and even transfered all my phone numbers for free...this might have had something to do with the fact that I am extremely good looking and charming, OR that he managed to sell me everything I could possibly need for this phone ever (i.e. bluetooth, memory card, case, clip, etc.). Oh well, go big or go home right? If you don't want to wait in line in Walnut Creek, come here and they will hook you up, and give you free things if you're cool like me. read more

3.5 Hubby and I been with Verizon for more than 5 years and we never had a problem with our phone service. Verizon does stay true with always having great phone service anywhere. This location is convenient next to Sweet Tomatoes and Cold Stone, however finding parking can be a pain. They have friendly employees who always greet you when you walk in and make sure they can help you. It's also easy paying your bill in the store since they have a kiosk. read more

Worse than the DMV. Terrible wait time. Every time I go in for a new phone, they seem to be 'out' of the more budget phone I want, then push to buy the more expensive version. Like an 1+ hour ordeal to simply get a new phone and re-up my contract. Cheezy car salesman attitude, but from zit faced millenials. read more

Came in multiple times to delete a second line. took only 3 trips and 5 calls to customer service to stop charges for a second line that was out of contract. After getting it disconnected in store i still had to make a call to customer care to refund the charges for the dummy line i had. After a lot of trips and phone calls i finally get them to credit me the exact amount, i tried to negotiate an additional credit for what its worth and that's not an option. I didn't feel like i'm an Important customer by a long shot by this location nor over the phone. When this years phone come out im going to another carrier! Thinking heavily on prepaid, for what its worth. read more

The most egregious form of customer DISSERVICE is when the MANAGER of a corporate store avoids accountability. Such is what the rotund fella here did. And he did it so casually. He's obviously used to it. It's his job. It all started with no help online. Then long annoying phone discussions. Their phone reps are also totally ignorant, all kept saying the ultimate solution is to just walk into a physical store to pay some $4 to INCREASE my balance to activate. So that's what I did. I had actually walked into a couple of other Verizon stores before this one. Those were completely useless "premium" stores. They in turn told me to go straight to this CORPORATE store. Yes, as simple as that. I just wanted to pay $4. I wanted to activate. But no. The clerks at this store are just as useless. What's worse is that the rotund manager simply parrots his clerks. He can't do $4 either! FRIGGIN FOUR MEASLY DOLLARS! The Manager of this local Corporate Store DID NOT want my business! It seems he does nothing but clocks in as another employee. He's NOT accountable for anything either! Give me a break! You can't help me at all?! Verizon stores are horrible in general, but here, because it's corporate, it's beyond pathetic. It's egregious. It's dysfunctional. Verizon sucks big time. Oh, and at mid day mid week the parking lot here is packed because of it's a super busy shopping center. I recommend avoiding this entire area like it's the plague. read more

Came in to add my daughter onto our family plan. Hugho approached us and asked us if we needed any help. Which was great because I was expecting to be place in an unnecessary line. But I wasn't! He was able to analyze my acct and save me monies! Yay!!! I really loved how he was so patient and knowledgeable about current promos. The staff here was amazing. PLUS, he has great taste in shoes read more

still 4 stars and the best store in the area. that's just my opinion. customer service at this spot is still on top and is 8,000xs better than the sun valley mall-store will ever be. so if you don't want to be hassled and value being treated correctly, go here. thanks Verizon staff! read more

I will never go here again and will make sure my family doesn't either. I don't even want to ever deal with Verizon again. These people should be in law enforcement not customer service. The sales person told me I had 30 days to return a car Ipad holder. When I tried to return it 24 days later they refused and said it 14 days. They told me their system is not capable of over riding or giving credit of any kind after 14 days. SERIOUSLY? One of the biggest companies that spends millions of dollars on commercials and specializes in technology doesn't have a sophisticated enough system to give me a credit of any kind?? I've been in retail for over 25 years. Every system has over riding ability. The Gen manager acted like he was doing me a favor by making an exception and letting me exchange it for something. I didn't need anything and had to walk out with some ridiculous charger I don't need. They were perfectly fine with me leaving furious and knowing my family spends A LOT of money with them. They even acted like I was the one in the wrong after their own employee gave me wrong information. They told me they've never had a problem with that employee giving wrong information. It's not like the $39 was going to make or break either one of us. That's what's so stupid about it. read more

On August 15, 2018 in the morning we went to the Verizon Corporate store located at 20 Crescent Drive, Ste. 5-d in Pleasant Hill, CA 94523. The purpose of our visit was to find a solution to the IPhone 6 plus which was cutting in and out during phone calls. Palwasha Ali determined the IPhone 6 plus could not be repaired and we would need to change phones. My GF repeatedly expressed her concern over her photos as the most important part of her phone. Palwasha assured us that all the information would be uploaded into the ICloud. Relying on Palwasha's experience and confidence it seemed she knew exactly what she was doing. My GF and I agreed to upgrade her phone to the new IPhone X. Palwasha started downloading the information into the IPhone X. As the phone was downloading the information from the ICloud, Palwasha wanted us to delete all the information from the old IPhone 6 Plus. Palwasha assured us everything is fine. Palwasha began pulling up screen after screen on the old IPhone 6 Plus and asked Carrie to push the button which would delete all the photos. Carrie never had a chance to read the screens because Palwasha was so fast with those screens. Carrie had to personally push the button. Palwasha pulled up at least three screens requiring Carrie to press delete. Palwasha advised us to go home immediately and connect the IPhone X to our network and physically place the phone as close as possible to the router which we did. At that point I looked at the photo library and it was empty. The 500+ photos were missing as well. Then began the process of calling both the Verizon store and Apple support to find out what's going on and where are the pictures. I returned to the store in the late afternoon and spoke with the manager John Basile. John insisted this was not a Verizon issue, but an Apple issue. John provided his business card. I called John later than night concerned about the absence of pictures. John assured me that 17GB can take some time about 1GB per hour to download and that I need to give it some time. He also said that he wasn't working on Thursday but he would be there at 9am. I called John's number Thursday morning before the store opened because we wanted the old IPhone 6 Plus back. I left him a voicemail at 9:30am. The Verizon store opens at 10am. When I arrived at 10:30 John was dressed in Verizon attire. Clearly not only was he there but he was working on Thursday. Anyway when I asked for the IPhone 6 Plus back John said they already shipped it that morning. Ultimately John blamed Apple and the Apple ICloud for the failure. Insisting that Verizon did nothing wrong. There were numerous conversations with Apple representatives about having a chance to save the data. As a result of those conversations I was hoping for a miracle and a chance to have an engineer retrieve the data. When speaking with Apple we have been able to determine how this happened. When the backup was performed that went according to plan. The ICloud had all the information. When we came back to the store for the new IPhone X to download from the ICloud that processed correctly as well. When we saw the pictures starting to load from the ICloud that performed as anticipated. When Palwasha had us delete the photos from the old phone, Apple determined Palwasha did not log us out of the Apple account before deleting the pictures because there was no other explanation for how this occurred. So, when the old IPhone 6 Plus was given the command to delete all photos and it was still connected to the ICloud it started deleting all the photos from the ICloud. This explains why the 500 photos were showing in the new IPhone X and when the pictures started deleting from the ICloud they vanished from the new IPhone X at the same time. We have lost thousands of pictures spanning over a decade of pictures. It was done by the actions of Palwasha Ali and Verizon. read more

Made two separate appointments for the Pleasant Hill (Crescent Dr.) store via Verizon web site. Both appointments were cancelled by the store on the day of the appointment -- no explanation, simply a text message notification. read more

We got our phone in the mail, so just looking for some help finishing the process. No fuss, no muss. We put our names on the list, we were called in about 10 minutes, and we were out of there 10 minutes after we were called. While I will say that I prefer the Walnut Creek location near the Container Store, this Verizon store seems to have less of a wait to be helped. Plus, we were running errands in downtown PH. That was a nice errand checked off the list. Not bad, not bad at all. read more

Gayle's iPhone service is on Verizon and both she and I have been here more than a few times regarding service, Friends and Family options, and the Apple vs. Samsung Galaxy debate. There's usually a substantial wait and where we could it was usually better to try to address the issue online. read more

hella rude customer service! i understand they close at 6, but there were literally 3 people at the store! three!! i was knocking at the window just to help me out to pick up a phone that will only take less than 5 minutes! 2 representatives comes out acting like they did not see me knocking at the window and trying to call the store! once i get my phone this is the last time i am dealing with this store! unf*cking believable! never in my life verizon did me wrong until now! read more