Grossly understaffed. Excessive wait times - be prepared to wait 2.5 hours or more. And with an appointment, 30 minutes or more. A One Talk line added to my account without my knowledge or consent and was only rectified when I contacted Verizon customer service directly. Entire experience was a drag. read more

Going to Verizon at stonestown is a waste of time and potentially $. We needed to activate a new phone and after waiting for our turn the sales person said " oh yeah I can do that, it's a $40 in person service fee". Like what? Verizon customer service is always a challenge but charging bc you are actually in person? Suffice it to say AI guided us through the steps at home no service fee needed. I don't like AI taking over human jobs but it's outrageous that a company ( where you're already a paying customer bc you subscribed to their service ) up charges you in person. It would have been two stars if the person who took our name and info had warned us before we waited that there was a fee. read more

As another reviewer stated - don't waste your time coming here. I had recently returned from an international trip where I was using a digital SIM card. Upon returning to the states, I tried to switch back over to my primary SIM but experienced technical difficulties. For some reason, my SIM was deleted and I was without service. Made a trip over to this store to get this sorted out but the dude told me immediately when he looked at my phone that the SOS means I'm without a SIM and that there would be a mandatory charge for them to activate it for me. He then advised that I call in to tech support since he can't help me and is busy with someone else. Looked around and yes, they were busy but he specifically wasn't helping anyone. Didn't offer or want to put in me the queue. Got this fixed via tech support but when the problem returned, I took it to the Serramonte location where they reactivated my eSIM WITHOUT CHARGE and got me in and out within 15 minutes. read more

Despite the 1.5 avg star rating, I'll double up and give it * * * three 3 stars as being "okay" / "OK" which is average and no complaints of major note. The only thing I can say is they're under-staffed. The wait for service to speak to someone is ridiculously long. I think we had a 30 min quote to wait to be served and we gave up and left, then got an alert like 2 hours of waiting had we stayed. I blame the volume more than the employees and the customers probably tend to have tech issues and need hand holding and a lot of explaining. I also feel the employees are under pressure to "UPSELL" service plans, accessories and negotiate customers into upgrades while dangling a lot of confusing offers that might sound like cost savings or free gifts (like an iPad or Apple Watch) but you end up paying more monthly and if you stopped, analyzed what you're be paying over the course of the months and months of increased payment plans fees, your annual costs and lifetime expenditures for that "free" gift or upgrade probably wasn't / isn't free and you paid more than retail for what you thought was a freebie. So, in other words, don't be impulsive to agree and analyze (do the math and break it down yourself) what the "deal" entails. Let the buyer beware. read more

Verizon - 11-22-23 - Mobile Phones Near Me - San Francisco, California

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We had a very good experience at this location. Janica was knowledgeable about Verizon its policy and network. Recommend. read more

DO NOT GO. I would gibe it negative rating if I could. About a year and a half ago, I got a new replacement phone at this location. The salesman proceeded to add new line without my knowing about it. I paid for it until I became aware of it as I looked into switching to another carrier. I immediately contacted the legal department of both Verizon and the company that owns this location as well as hundreds of other Verizon stores. I was livid and of course threatened class action lawsuit on behalf of others similarly situated. They agreed to apply credit towards future bills. I will switch to another carrier. read more

Some things never change -- years later, I'm still waiting while they "work" instead of processing my pickup. I asked the girl if anyone else was working, she looked at me like she was having a stroke and said no. after seeing me scan the review code she sneakily asked for the manager to process my order. I'm sorry but I shouldn't have to wait till you're done explaining passwords and plans to a potential customer for my paid order to be handed over. read more

Verizon - Two employees going over plans and passwords. - Mobile Phones Near Me - San Francisco, California

The service they offer is very limited, the staff seems very lazy to help access your account. They would rather lose a customer than helping them!!! If I can only pu 0 star on the review I would !! read more

Not really a company owned store, so does not provide all the same services, according to a salesperson at the store. Referred us to the Verizon at Serramonte. read more

Service is phenomenal sammy .b help me through each and every step she made me understand whats going to be on my payment for next the next few months thansk again samm read more

Misleading sales and untruthful polices. Had to go to Verizon customer service to straighten out the deal I had made. Was told to wait by my phone as the store manager would call me. Yep, you guessed it...waited all day, no call back. Store is also very understaffed and waits are very long. Considering returning my phone and changing carrier. AVOID this store. read more

I just worked with Sammie and I came in to trouble shoot bill issues after a rep didn't disclose information correctly to me. Sammie was super helpful and very empathetic. She worked with me on getting my bill down and disputing charges that were not disclosed to me with the previous rep. If you come to this location specifically work with her only! I'm happy that there are actual reps that want to help at this location! read more

I wanted to thank Janessa and Tony at the Verizon Wireless store inside the Stonestown mall. I came in looking for an upgraded phone, and Janessa went over the details of my account and selected the best plan and phone for my situation. She then offered me a deep discount using price matching and made sure my new iPhone left the store fully covered. Janessa and Tony are knowledgeable, super friendly, and professional. This will be my go-to store from now on." read more

I spoke with Maryanna (sp?) regarding a phone pickup. She stated the phone wasn't there at 6p.m. when I got an email stating it was delivered and signed by her at 1p.m. my son left after he was told it wasn't there, then she said the "new hire" didn't know where to find it but it was at the store. I asked her if there was any compensation for wasting my son's time, and she hung up. The call was not disconnected, she purposefully hung up. I called back again and spoke with Crystalynn (sp?). She's the manager. She said she'd talk to Maryanna, although, being in customer service, we know her talk will be something short of, "naw, don't worry, it's all good. That lady was crazy". I asked her if there was a compensation for wasting my don't time and being treated just short of nasty by Maryanna and she said, 10% off accessories. She said a military discount is also 10%, so there's really no value in that compensation there. I suggest the employees strive to be better. Your "incompetent" new hire was trained by someone. It seems since the fully trained employees aren't excelling in this customer service industry, they're teaching this to him too. Verizon, you should really offer better training, or are you just filling gaps with people that apply? read more

I just left this armpit location. I paid $33 in Uber from my hotel to pick up my new phone. Why am I not surprised from this almost zero review on Yelp. I waited for a few minutes only to be told that my phone was cancelled. He told me my phone will be ready in an hour. WTF!!!! He asked for my full name over the phone and his excuse was, "we could not find your number." He told me they sent me an email. You can't find my number, but you can find my email? My email is under my number! It's in my order details. See attached photo. Good thing I screenshot it before they canceled my order. What a lying piece of garbage! What a fucking joke! Please save your energy. Go somewhere else! I am so angry I changed my flight for these morons!!!! Stupid generic reply from the company. Care? Have you read these complaints and mine? That's not a company that cares. That's a company with incompetent employees you have. Shut up!!!! read more

Verizon - Lying incompetent employees and this fake Verizon store! There's my number and my name in the order details! - Mobile Phones Near Me - San Francisco, California

Don't waste your time there! Got an error code when trying to add my Verizon line to my new IPhone 16 Pro Max at Apple. They told me to go upstairs to have Verizon to fix the issue. Waited two hours (with two kids) to be seen. Finally got to speak to someone just to be told it is an iPhone issue and that the only way he could add my Verizon line to my new phone was to fork over $40. He didn't look up my info or call anyone. I refused to pay because I was able to activate a different iPhone with no issues a couple of days ago without paying. I was told I can probably get that fee waived if I tried another larger Verizon store. He also said he has activated hundreds of phones and runs into this problem every time he tried to set up an iPhone that was not purchase through them. Left angry because I just wasted 2 hours of my life. Went on my Verizon app to look up this store he was talking about, just to see a button that said "add your Verizon line to this phone". Five minutes later my Verizon line is now active on phone. Made me hate this store even more. I am going to switch providers. Verizon is terrible. Adequately staff your stores and properly train them. read more

Amazing Service from Sammy B! She went above and beyond to help solve my issue with Verizon. Thank you so much Sammie!

waited to long to be helped. super short staffed. new dude had to walk back and forth for info from a lady with a v name. v had a poor attitude with other customers and us. we wanted to switch carriers but how is she going to give us a worse price than what we already have lmaothis stores a f****** joke close up if you don't want to do your job. read more

My son & I we're having a difficult time setting up his Apple Watch and Janessa was extremely patient and set everything up for us. She was so kind and personable with all her customers. It's this kind of service that makes customers want to come back! read more

Do yourself a favor and do not open a phone here. My dad made a huge mistake since he's old fashion and doesn't do any Yelp or google review before he buys anything. He opened 3 phone lines at this location. After a month he received two bills. One bill is for the month before he even opened the line. The next bill includes 7 extra lines that he didn't open. They think he doesn't speak English well so he messed with him. He also traded in two iphone . This store gave me $700 for one phone and $30 for another phone. Both phones are in the same condition. My dad made appointment to talk to the manger. He drove 45 mins to come to the store and the manager didn't even show. I have Been working with Verizon to file fraudulent charges and demand an investigation. It's super painful and stressful. Do not come here. Learn from our lesson! read more

Verizon - Don't bother making an appointment. Manager knows it's about a complaint so they won't show up - Mobile Phones Near Me - San Francisco, California

Despite being busy, the people working at this store welcomed me unlike the Serramonte corporate Verizon store. Janesy and Mikey helped us activate two phones and transfer the data from our current phones. It took a few hours in part because the store where we purchased the phones failed to even offer to activate the phones and blamed me for making a 4 pm appointment. The Victra Verizon store at Stonestown has helpful knowledgeable people who actually want to help customers. They helped us add the cases, screen covers and camera lens protectors. Great selection, service and value! read more

I went in with a service issue today. Sammy B was beyond professional and her customer service was outstanding. She not only showed how concerned she was but went above and beyond as an advocate for me. If you go in, ask for Sammy!! read more

He told my mom that she would only have to pay $50 per month bc she's a senior and a free watch bc it was a mothers Day promotion. Her bill is over $130 each month! We have called customer service a number of times and we have been on the phone on hold and talking to reps that give different information. This is very disappointing and frustrating! Ugh! Please send this to Corporate bc this is unacceptable! read more

This isn't Verizon, it's a company that resells Verizon. The manager here is really hair-trigger crazy in my opinion, he comes off as nice to get your business, but if Verizon screws anything up he switches instantly to someone you don't want to be nearby. Sadly, the "Mr. Hyde" in him had me considering moving our many lines over to Verizon even if it was more expensive. However, when "Dr. Jeckyl" soon after came out to play, it stunned me and then made me grateful that I hadn't signed yet- nastiest situation to have to come to this guy for help after the sale. read more

Verizon - Verizon wants personal financial information via UNENCRYPTED EMAIL to this address. Who is stupid/desperate enough to do this? - Mobile Phones Near Me - San Francisco, California

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Bought an iPhone 16 for pick up. They called saying "Hey I cancel your order". ??? Asked what is email's confirmation. They answer "no access to it." Wow what a fraud and steals money. read more

Sami was great. Highly recommended , she was so patient and thorough. A wonderful experience!

Had a pretty bad experience tonight. Called and made an appointment for 5pm. When I got to the store 10 min prior there was a sign on the door out to lunch back at 5:45pm. I wasn't notified at all. I called the number listed on google, the number I had called to make an appointment and was asked fo wait. Which wasn't a huge deal because I walked around the mall. But when I got back to the store I was informed by Jordan that they don't know about appointments unless you call the store directly then told me to call customer service for whatever I needed. which I called the number listed online and it's the same number in the business cards they have. This whole situation is completely ridiculous and unprofessional. A complete waste of time read more

Verizon - Appointment confirmation - Mobile Phones Near Me - San Francisco, California

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Janessa! Janessa is just incredible. I went in to upgrade to iPhone 16 pro max and get the iPad and Apple watch. Looking for the best value which resulted moving many of my individual streaming subscriptions to bundled subscriptions with Verizon. Janessa was amazing with every step of this effort. Setting up the phone, resolving my forgotten Apple password issues, and converting all of the streaming services over. I can not say enough about her! read more

I wish I had read some of the bad reviews of this store before going there and purchased 2 Galaxy S24 phones and Galaxy watch7. Initially things were going well, then the hard sell started. We were not planning to buy the watch, but got talked into the special deal. Mike was the sales person and we got sold a bill of goods. We declined most of the other accessories that we can get from Amazon for much cheaper. The store didn't have the watch7 that we wanted and had to be ordered. We were told that we will be contacted when it came in, but was never contacted. We went in after 2 weeks to check and the watch had came in. By then we decided that we didn't want the watch and requested a refund. They agreed to a refund, but charged us $50 restocking fee for a watch that we have never received. We tried reasoning with the manager, Tony, but he just kept citing the return policy. It was just a very bad customer service and we will never go back to that store again. We have been a loyal Verizon customers for 18 years, but no more! read more

I would give the staff here 6 out of 5 stars if I could. I was taken care of immediately for an issue with my phone. I felt welcomed, greeted, and seen. I want to commend Sammi for her patience and kindness as I was trying to figure out an issue with my phone. She was fantastic! The staff here clearly care about their customers, and it is so nice to have a nice person walk me through a broken phone. Truly the people here take service to an 11 out of 10 read more

Please for the love of God - Do not ever go to this store. Just will save yourself the headache and go to the Serramonte store. I'm telling you because if you have the pleasure of dealing with Maryanne you will regret it and come back here to tell me I'm right. Remember me if you dare go! read more

Echoing similar comments about added services to the account without consent of the account owner. This resulted in $80/mo in additional monthly fees PER line. Why would you add the 'Smartwatch Data & Safety' perk to a line without a smartwatch. This Verizon store is operated by Victra, which is an authorized reseller of Verizon. read more

Only 2 employees and they are very very slow. Wait time of over 45 minutes or more. Unlucky I guess or is it like this all the time?

If I could give 0 stars, I would. This is probably one of the worst Verizon stores in the Bay Area. I came in to pick up our new phone we ordered a few days prior, but had to wait a couple hours and ended up giving up. Decided to come another day, but was the same exact experience and LONG WAIT time when there is practically no customers in store. I would NOT RECOMMEND this store and try else where. read more

I had the best experience. I came in to upgrade my phone and Mikey made the experience so easy. My mom and I had a lot of questions and Mikey sat with us and explained everything. He even noticed an issue with our plan and helped us call customer service to figure out the issue. We were there for a few hours because of how great the service was it didn't feel like we were there that long at all. He helped set up my new phone and helped me pick out a case along with helping me set up my new iPad I could not have asked for a better experience read more

Worst service I have experienced in a long time. Went in to get pricing. I was told to take a seat and wait. They asked for my number and texted me their price plans. After waiting over 30 mins, they started helping someone else that just walked in. When I objected they said they don't have any formal line or sign in queue - which clearly is a lame excuse for saying they have no system. The rep tried to object with me and say oh I knew you were waiting earlier which made it even worse. Walk by this place and keep moving... read more

This is a Verizon authorized retailer, not a Verizon factory store. They have young kids working on commission, so they will sell you crap at a very high price. My phone died last year and I rushed to get a new phone without doing my due diligence. Long story short, I bought a Samsung phone and the guy just started throwing accessories on the counter and won't tell me the price of each item. It is my fault for not insisting to know the price before I purchased it. But I never had this type of pressure sales at any other Verizon stores before. Go to a factory store (Serramonte location) so you won't get taken advantage of. read more

Horrendous service by Janessa. Employee who was walking out the door for the day stopped and offered to help then said she would have to charge $40 for setting up my iPhone (that was already setup) I only needed to change a stand alone Apple Watch plan to a shared plan which can only be done by Verizon employee. She told me I could do it by myself for free. I asked her to waive the fee to ask her manager. She refused at first to call her manager. Then called and falsely told her manager I purchased the phone at Apple and wanted her to set it up and waive the fees. Totally incorrect information! I purchased the phone from Verizon actually 2 of them just a different location and I told her that. She told me to go back to that store. The fact is I don't need to go back to a specific store location to change a service plan. Nevertheless, all the while she was rolling eyes in front of me and tossing her head back and forth and if it was an inconvenience for her to even have to call her manager. I only asked her to call as I'm a customer longer than she's been alive with close to 10 lines of service. I never ask for anything plus I'm not asking for her to SETUP ANYTHING!!! Apple sets up their products for FREE!!!! Janessa needs retaining on how to determine a customer needs and attitude and body language. read more

Terrible process for waiting to enter the store. You have to fill out a form on a web site but there's no sense of how long you need to wait. Verizon required me to get a new SIM due to some support issue, but because this is a reseller they insisted on charging for it. I walked out an unhappy customer who lost an hour of his life and did not get a SIM to solve my problem. Save yourself time. Go to a real verizon store. read more

Incompetent, deceptive Victra, NOT Verizon! The employee here lied to our faces about multiple things just to seem competent and move their home internet product. This product didn't work for us, something Verizon's site indicated before and after, but this employee insisted it was newly available for us. I am still unclear how much of this was incompetence and how much was malice and greed, but I'm fairly sure all are present in the mix here. Fixing this problem (still in progress) took visits to several Verizon stores, where no two people told us the same thing, plus multiple phone calls. Just to return a device we just obtained and weren't even able to use! We were originally told we could just return the item to any store, but we've been told by subsequent stores that we can only return it to Victra stores, only return it to Verizon corporate stores, or only return it by using a mailing label that we have to obtain at a Verizon corporate store. Whatever the case, it became clear that there was a distinction between Verizon corporate stores and Victra-owned stores. Each one claimed that the other one was incompetent and/or malicious, but, in the end, I've concluded that they both are, full of employees confidently saying things that are contradictory with each other or just untrue. Signing up for anything at this store would be a dire mistake. The ethics of this company are abysmal and Rich Balot should be ashamed of creating an entity that causes customer suffering rather than customer delight. This is an unethical way of making a quick buck from people who think that they're walking into Verizon stores, ones with no mention of "Victra" on their outsides. That in itself is very telling. read more