Went in today to get my screen protector put onto my newly activated iPhone. The guy at the front greeted me nicely, so this is mostly for the guy at the tech support. He was helping another customer so I was told to wait. So I was sitting down, minding my own business. But I couldn't help but notice how rude he was speaking to the customers. His voice had so much attitude and I could tell he was getting so frustrated that this older father wasn't understanding how to use the phone. Uhhh, that's why he's there; to receive help from you! Anyway, he decided to try to help me at the same time as the other customer after I waited for a good 10-15 minutes. When I went up to the counter, he didn't apologize for the wait or greet me in any way. Just asked if the screen protector I had was from Verizon. I told him no. Then he just brushed me away and refused to help me, saying that I had to buy it there or he couldn't be liable for putting it on right. I don't really care that he couldn't help me, but all this time, he was being really rude and I left the store feeling upset because he made me feel bad for even going to ask for help with something so simple. What made it worse was that after he told me he couldn't help me, there was no good bye or anything and he didn't apologize for the wait or for being unwilling to help. He just had terrible customer service. Maybe he was having a bad day, but he made my morning kind of bad too. read more

Abe was extremely nice and helpful! Straight shooter and very professional! Thanks for the new phone!

Business Information Verizon Wireless 1 Verizon Way Basking Ridge, NJ 07920 Complaint Summary Complaint Type: Consumer to Business Complaint Nature of complaint: Guarantee Or Warranty Issues Problem description: I pay $30 per month for Verizon Total Protection. My phone battery would not last longer than 1 hour. I called Verizon made a claim and was sent a refurbished phone as a replacement. The phone I received had someone's information on it. When I connected it to my computer it uploaded a strangers information into my itunes account. I had to reset the phone to factory settings and restore my previous back up. This process took over 4 hours. The next day, the phone was losing charge rapidly once again. Tech support reviewed my settings on day once and determined I did not have any programs running which would drain the battery. So I called Verizon back again. After explaining the circumstance to the customer service agent, she transferred me to tech support. I waited on hold for over 50 minutes for tech support before being disconnected. I called back again. i was on the phone for another hour with the new customer service rep and then with tech support level 2. I explained that i was paying $30 a month for a service that sends me a refurbished phone and asked how refurbished could it be if it still had someones info on it? I asked them to send me the same 4 year old model phone I have but a new one. They refused and said there was no resolution but to send me another refurbished phone. I have had my account for over 25 years. I have had corporate accounts established with Verizon as well. They are willing to let me go as a customer rather than right a wrong. Its a sad statement about the largest wireless company in the world. Where would Amazon be if they used Verizon's business model? I have wasted so much money and time with zero customer satisfaction. If Verizon wants to keep my business they need to show they care and right the wrong. read more

If you value your time, money, and mental health DO NOT go to this store! Every person that I have interacted with at this store is less than helpful and downright rude. They have made mistake after mistake on every aspect of trying to upgrade my phone....from sending it to the wrong address, to trying to give me a refurbished phone and telling me it was "brand new", to making me stand around for 3 hours while they try to activate my phone...until they gave up and called corporate/customer service and told me to "explain to them" why the activation wasn't working...umm hello YOU are the one that work here!?!?!? Save your time and drive the extra distance to the Verizon store in Redwood City- Ryan is an amazing manager and will bend over backwards for you. He had to fix all of the countless mistakes that happened at the San Mateo store. I would give that store no stars if I could! HORRRRIBLE. read more

Wish I could give no stars for this location because it is a complete waste of space. If you are not spending money at this store you are not getting service so dont bother! After spending almost $500 on a new phone and all the accessories that go with it, including the one and only black phone cover that was available at the San Bruno store, I was directed to the San Mateo store to see if they had any other case options. Upon entering the store I was approached immediately by an associate - once I told the associate what I was there for, the blood literally drained from his face. It was obvious that an exchange of an item, which generates no income to Verizon or this associate, was not something he wanted to do. The associate proceeded to spend all of 30-45 seconds in the back room, and then came back saying they had no cases. When I asked if he could check the system to locate cases at other stores, he instantly said it was not something they could do. So lets clarify a few things: When I walked in the door, the guy had an IPad in his hand...The store itself has several computers...but you cant communicate with any of your other stores to see if they have stock that you are out of? I guess that is technology at its best. So, I decide to relieve this associate of his arduous job since the situation is obviously kin to brain surgery. As I am exiting the location I decide to ask for a manager to see if they can confirm the incapabilities of this Verizon location - and she succeeded. When I explained my situation, she first asked if I got logged in. Of course the guy who first assisted me did not log me in (because my transaction was not revenue based) and since other had walked in and were therefore ahead of me in line. When I asked the manager if she could just take my information, research it when things died down, and get back to me thereafter - her response was that she could not assist me at that time....what's funny is - I wasnt asking her to assist me right there and the - I was actually trying to work with her schedule??? Once again, a company who handles daily communication on a large platform is incapable of picking up the phone and calling a long time customer. After I finally got the manager to affirm she would take my number and research it at a later date, she literally just stood there; did not motion to write down my number on her IPad nor on a peice of paper. When I asked her if she was going to write my number down, she reluctantly walked over to the desk to take my info. It was pretty evident at this point I wasnt going to get any help from anyone at this store. Safe to say I will never enter this location again. Verizon should be cognicent of the inabilities of their "Coproate Stores". On a side note, the San Bruno store has always treated me with respect and kindness no matter what my questions or needs. One guy actually spent 10 minutes answering my questions - full on knowing from the get go that I was not spending money that day. Maybe the San Mateo folks should train at the San Bruno store! read more

I'd give them 0 if it were an option. The customer service has been consistent in being awful and dishonest. You will deal with more issues than worth it and no matter which location or calling in, you're guaranteed to walk out disappointed and having been mistreated. They really have poor customer service and no one in the company seems to care.. go elsewhere, not worth the headache and so many other options these days. Trust me!!!!! read more

Terrible attitude and definitely not trustworthy! Long time customer, have a family plan, buy all my phones here. Not anymore, we have the multi device protection plan and my wife went in to replace her 6s because the battery would not charge anymore. It should have been an easy warranty claim, Andre ended up convincing my wife to instead to purchase the same 6s, pay an upgrade fee, and now we are stuck with paying a monthly fee for 24 months. They lied to my wife and said this is the process to get a warranty replacement 6s. We did not realize this until we got our bill. I went in and discussed it with solutions Mgr, Michael Pasaoa, who had a terrible attitude and said "too bad". I tried to get our old phone back but Michael explained to me it is now lost in their system. Without our old 6s there was no way we could return the 6s they sold us and put in a warranty claim. Sometimes in life, the bad guys win... not worth the pain, we just moved on. I will not buy any new phones from this location and will change phone service as soon as our family plan contract is up. read more

I've been a customer of Verizon for 15 years, and while most of the customer service associates at the Bridgepoint location seem to try to help me with my issues, the contracts are tricky, especially if you add a line to your account. Best to stick with one line in my opinion, I was told it was my fault that my account was being billed for a line I never used, but not to worry I don't have to pay the termination fee. (hmmm....for a line I never received because my address was listed incorrectly) Lesson learned, and I just want to put this out there - automatic payments are not really for the convenience of the customer. read more

too bad i didn't read these yelp reviews prior to coming to this store. *Sigh* what a waste of time, and breath. i came in because my international data wasn't working while i was in Canada and i was told by support to go into the store and have a factory reset done of my phone.. so i came into the store explained my situation.. and at first they seemed helpful...but soon enough the facade came crashing down. it took me a while to get help and when i did.. they were no help at all.. they looked up my account and told me that there wasn't anything they could do.. they didn't even bother to look at my phone and they were incredibly rude (the guy even started texting while he was "helping" me). What an awful verizon store.. the worst i've ever been to. If you're looking for a phone go next door to the target, those mobile reps from radioshack(?) are so much more informative, friendly and probably wouldn't give you all the shady stuff mentioned in the other reviews read more

The only reason why I come in here is because of their amazing location within the Bridgepoint shopping center. They have a great selection of items and the wait time to be served depends on when you walk in. Of course there's a wait if you come straight after work. In any case, I've found that the customer service is really a hit or miss here. I've had wonderful representatives and then really rude, biased representatives. Wonderful meaning they're friendly, accommodating, and try to make you feel comfortable through the process of figuring out how to get what you need. Rude meaning putting down your decision to buy a particular phone and throwing in attitude when speaking to you. It's a pretty weird mix. read more

ok so this is the worst verizon store ever. from the experiences i have had with them. one, when ur getting a new phone the salesman there tries to sell u as much bs stuff as they can, and even when u say no i dont want it, theys till wanna try to offer u stuff. but thats ok, i can live with that. they r the least helpful when u have an uncommon situation. they just like to tell u "go to hell", or "if u dont like us, cancel ur contract", which is what i was told today. thankfully, the store in burlingame happens to be the complete opposite. i was there and they were very helpful. with their suggestions and the help of the customer service representetive, which they connected me at their location, my situation was solved and i left the store very happy ! read more

Ordered a cell phone which never arrived. Was told it was my fault because I didn't give them my correct address, what in fact happened was they did not put my apt # so fedex returned it. I did get a refund for the phone I never received, but I was charged for over a year for this phone's plan. It was brought to my attention when I was in the store months later, but after hundreds of dollars wasted for a plan i never used because I never received the phone the manager said it was my fault because I didn't notice the charges sooner. She did she would gladly cancel my contract without charging me an early termination fee for this plan if the phone I never received. After this I still was charged for this device's plan every month. Had to go into the store again and wait around for almost an hour and explain AGAIN what happened. (Tried taking care of this online and over the phone with no success I was told have to go to the store of origin) I have half a dozen devices thru Verizon. I've been a customer for 20 years. I asked twice to have my statements mailed and itemized, this never happened. Waiting for my contracts to end and will be switching providers. read more

I purchased a Samsung 7 at a Verizon store in September 2016. The salesman gave me a complementary tablet. I was surprised and happy about that. He told me there would be a $10/mo. charge for service. Recently I have talked to people that have tablets and do not pay a service fee. It just connects to WiFi when possible. I called Verizon today and they told me that the tablet I have does not have the option of WiFi only and that I must continue to pay $10/mo until September 2018. I had switched from a flip phone to a Smart Phone so I am rather illiterate regarding cell phones. I feel as though I have been mislead and ripped off by Verizon. Be careful of what they offer you. read more

Went in today to buy two smartphones after speaking with a Verizon rep on the phone and writing down all the relevant info. After waiting 20+ minutes, help arrived but the salesperson told me that an offer made (and noted on our account) was not available and the phone rep made a mistake. Well, it was a difference of $40 a month on my bill so I decided not to argue and left. I went home and called Verizon back and they said the salesperson made the error and they gave me the discount and are mailing me the two new phones. Sometimes there is a difference in pricing between online/phone/store but I was assured that this discount was applicable for all three. While I wish I could have the instant gratification of having the phone in hand right now, the potential of not being able to get a discount on my plan wasn't worth it. Why bother having sales reps who don't go the extra mile to help the customer? I'm not likely to go back. read more

Suddenly Verizon must think everyone is stupid as they now send their bulked up bills out in 48 font typeset along with multicolored icons. This is how they have chosen to "simplify" the billing. Ridiculous! read more

Obviously management at this location got the message, either via Yelp or legions of other unsatisfied customers. I have been in this location twice over the last month and have had no problems whatsoever. Very responsive, helpful and knowledgeable staff. One time all I needed was to re-activate an old phone with a new number (for business use) and had the whole thing done in less than 10 minutes, even though it was not exactly a big ticket item or moneymaker for them. Oh, and both of my visits were during peak lunch hour time, too. Much improved and well worth a visit if you need to go to a store. read more

Where do I start!!! I feel like i'm waisting my time writing this review, as nothing seem to change at this store. Maybe I'll feel better! Since April 2011, I have had 3 defective Android Thunderbolt phones. Of course what they send you are reconditioned phones. So why would I expect anything else? I refused to accept another Thunderbolt so last week they sent me a reconditioned Charge. I use my phone for work & personal. So, every time I have had to replace it I've been without a phone for a number of days, not to mention the inconvenience of having to reload all my apps. Every time my contact list is transferred, contacts drop off. And of course you don't realize it until you need the number. With all of this inconvenience & time wasted in that store, not one person has ever apologized for the inconvenience. Even when I said that to one of their "managers" he didn't say it! The worst was this week when I had to deal with Serge. He was rude, arrogant, condescending, and apparently put out by having to give any service. He is incredibly lazy. When I complained to the "manager" he literally grunted, & said nothing. It makes me sick to think I have to ever go back there. What's wrong with that picture? I guess I am now forced to be inconvenienced again & find another store & hope the staff will treat me with one tiny bit of respect. read more

Terrible place , asked one of the people there whether one of the phones would work internationally , his response was complete nonsense about 4g being a software not being able to support it ????, add to that he seemed to be irritated somebody dared asked him a question about phones in a phone store . The one star is because he helped me move to AT&T read more

Id just like to start off by saying that this place is great. Its in a nice area, always a close parking spot, as soon as you walk in, you are helped and you state why you are here. They let you know exactly how long and they always estimate the right time. In my opinion you cant complain about the wait especially because they tell beforehand how long and check in with you. I personally was helped by Felipe and Catherine a week ago and they were both helpful and quick. Then i needed to come again today for a sim card. I was helped by Derrick and Catherine this time. They got to me so quickly, they helped activate my phone and they sent out for a new MiFi Jetpack because mine was not fumctioning properly. Derrick has been there for a whil and remember him from at least a year ago. Catherine is new i think but she just as all of the others ive met have been so grateful, helpful, and act like close friends. 5 stars for sure and be sure to come here, customer service is outstanding. read more

I came here to purchase a new phone & plan. I was told the wait would be 15 minutes. After waiting for 45 minutes I decided to leave. There were about 10 people working in the store, of which only 2 seemed to be doing anything remotely related to helping customers. I started to feel like I was in the DMV. What a crazy business model! read more

This place is awful. Employee are rude and unprofessional. They only like to sell NOT helping. They only want commission NOT customer satisfaction. Rude and cruel. I have called corporate office but still don't see any changes. I think it's time to change all the staff . Need new management. read more

I came two times for the same problem in my Galaxy and still I'm having the same problem. They asked me to buy a new charger and I did, but when I came home the charger was wrong. read more

Verizon has horrible products & customer service. I have a galaxy phone and am stuck in a 2 year contract. When I text my doctor the autocomplete changes my input, including the names of drugs taken and when they were taken. This makes texting unreliable and even dangerous. The fools at the store don't know how to turn that feature off. read more

Couldn't have had a better experience than I did at this Verizon store. The employees are very friendly and go above and beyond to help you with whatever you need. During my time in the store today, I had three different employees helping me in some capacity. All three were great, and Nino in particular. I find it incredibly hard to believe that anyone could complain about the service here. read more

Nino was the most helpful phone person we've ever had.

Have been here before with just ok customer service, but yesterday had a great experience. The manager, Jennifer, replaced my faulty iPhone earbuds without question. Even upgraded the earbuds. Then Spencer spent a lot of time helping me with deciding on a phone for one of my kids. Will definitely be back to this location! read more

fI can't believe how poor the customer service is with this company. I went online to find out if I could get a Sim card for foreign travel. I have my own unlocked cell phone for traveling abroad, and the rep on the chat line told me that all I had to do was to drop by any Verizon store and pick one up for free. They gave me the rates per minute for the country of my destination. When I went to the Verizon store in Foster City to pick up my free Sim card, the rep said, " I don't think we have those, but if you wait in line we'll let you know". I asked how lone will it be? When she said 15 minutes or so, I was incensed and asked her to find out from a supervisor whether or not they even have the darn Sim cards. A few minutes later, she came back with a "No, they don't have Sim cards available at all, and I should go to an AT&T store!!" Talk about a complete waste of time!! read more

Went into Verizon store on Sutterville in Sacramento. Lady was nice enough wanted to buy pure gear sub car charger dual for iPhone. It lists direct from pure gear T $19.99. She wanted $40. And insisted that I had to give her my telephone number per company policy. Told her I am not required to giver my cell phone number. I said I would even pay cash. I walked out bad policy and poor pricing. Items not even price marked. read more

Went in to activate a phone I bought offline. Nathan helped swap phones and was courteous. If I had brought in the phone with at least some charge, I would have been out of there in 5 minutes. read more

Kudos to Kris Nord, Solutions Specialist, for performing his job above and beyond expectations. We've been to other Verizon outlets before but opted for this location for its proximity as it was late Sunday (01/10/2016) when we decided to phone shop. We made it right before closing time and was greeted by Kris. He had a pleasant demeanor, was very knowledgeable of his product and was not a pressure salesman. It was far past the store's closing by the time we left as satisfied customers, thanks to Kris. read more

If I could I would give this place only half star, but since I am in a good mood I will give one. Where do I begin. First I went to this store one night it was8pm) and they were closing the store. I knocked on the door and asked them nicely to let me in so I can switch from att (which i hate the most) to verizon, the manager of the store was nice enough to let my boyfriend and i inside. This is where they get a plus. I did my homework before coming to this store. I knew what kind of a phone i want and what plan. THe phone I wanted and have know is droid razzor maxx (the best phone ever), the plan that i wanted include 450min, 1000 messages and 4gb data plan. Everything went well, I got my phone two days after....to make this story short now I will tell you why i give only one star. The sales guy who was transferring my accounts from att to verizon (Omar) sold me bunch of accessories for droid razzor maxx, one of them was a phone case which did not fit my phone. Why? Because it was a case for droid razzor. I had to go to another store and exchange it for the maxx case (note:making another trip to another store so i can get the accessories I need). 7 days later i was looking at my plan online and realize that guy did not put 1000 messages on my plan, he put pay per message...I was sooooo pissed. Of course I had to spend 15min on the phone with customer services to solve the problem that idiot made. Message to the people from Verizon: You do not like the job you do, find another one!!!!! read more

Spencer was the person who helped me last month. When I got to the store at 5:10pm on a weekday there were quite a few customers in the store so I was expecting a bit of a wait. I was asked to check in and within a couple of minutes Spencer came by to ask how he can help. I had to do a factory reset on my phone and lost all my contacts but he set up the cloud and pulled all my contacts and installed other apps I normally use. This location is always so quick and helpful. From previous experience no sales pitch. The pros are there if you have questions. Thank you for the great service! read more

I would switch in a heartbeat if I could. Unfortunately we live where we can get no other internet, so as I always say "verizon owns me" I have called and talked to customer service until Im blue in the face with no success. Honestly some of the people I have talked to just don't seem to care. MY bill is outrageous. It absolutely ridiculous. I know that soon there will be something else we can use and as soon as its available we will switch. Until that time I realize that I can expect no help from Verizon or their customer service. read more

Every month I battle for over charging, not small but often times 4 times. When I moved over from another carrier they lost my number. I spend at least 9 hours a month in frustrating chats, phone calls with their over charges and duplicate charges and independent fees they decide to assign. I have never worked with any more unprofessional company in my life, DO NOT USE VERIZON! They are horrible, will take out 3x money from you if you do not monitor them. CROOKS. read more

so i keep getting a $160.00 past due fee on my acct.... and no verizon rep is telling me that can tell me why... i have been on hold for more then 1 1/2 hours on hold.... really!!! i pay more for for my phone bill then i do my car note!! something is not rite!!! these people are not ok... dont wast your time or money with these poeple!!!!! read more

I recently received a trade in offer keyed to my account via e-mail. When I tried to access this offer I first was told I was eligible and to proceed. Not seeing any sign of a rebate during check out I once again revisited the offer with an on-line rep who indicated I was not eligible. She suggested I call Customer Service. I reached out to Customer Service and the rep apologized for my receipt of the offer and indicated that he would contact a supervisor and call me back on the same day. No call was received. This whole process wasted several hours of time and was due to Verizon's apparent inability to link offers to current plan status. Seems like a simple thing to do. At the end of the day my time was wasted and no accommodation was made to honor their offer. These kinds of experiences, and this is not the first problem I have had, leads me to believe that the several thousands of dollars I spend on cell service with Verizon could be better spent somewhere else. read more

Their customer service is absolutely horrible. Not helpful and hard to even find on their website. You have to wait forever to get someone on the line if you call. They bounce you around everywhere. If you use the chat they seem like they are chatting with 3,4 or 5 other people so every line you type, it take them 5 minutes to respond. The in-store reps told me multiple deals that I was supposed to get inaccurately only to find out after I get my bill and try and get the promos. They have good signal but other than that I am not a fan. I never went through these problems with t-mobile. I actually started this review while in the middle of online chat with them and I haven't gotten one response during writing this review. This is how long it take them to respond to every line. I might take back my phone. I have spent probably 6 hours so far ( not exaggerating) dealing with issues with them. This is ridiculous. Sign up for Verizon if you want a headache. If you don't care about signal, sign up for t-mobile. read more

This is by far the WORSE company ever! I went into the store and was told that I would get a "Free" HUM that goes into the car. And where I worked I would get a 15% discount off my total bill and my bill for two phones would be less than what I was currently paying. I clearly told the sales person that I would not want to pay over what I was paying ($160) and oh well they can save me money because I was going to get 15% off. Well, how fooled was I! I get my bill the following month and it was $189, I am being charged for the HUM and oh the discount is only on my line not the total bill I was originally told. If I terminate the HUM I will be charged an early termination fee and I told them I would sell it well I can't do that because it's on my bill. Why does it matter since I am not using it and they will get their money from me one way or another. I unplugged the HUM in early September and I am getting my HUM report on how many miles I am driving, my car fuel usage, I called them and said that's funny it has been unplugged for a while. I would rather use a string and cans than this company. :( read more

they are very friendly and helpful, way better than verizon store in burlingame