I have been with Verizon for more than 20 years, recently called Verizon customer service for purchasing a iPhone 14 and trade-in my iPhone 7. I was being transferred to a couple of sales and each of them provided me different answers in terms of trade-in value and payment terms! It is totally not acceptable and plus they charged me different fees, upgrade fee and service fee for transferring data from my old phone to the new one. If you can upgrade your phone at Apple Store, try to skip doing at Verizon store, big scams! read more

Managing the Verizon account for my whole company, I have always received professional great customer service with Verizon online and by phone. The one time, I decided to go directly into a Verizon store for help, it was a very different and unpleasant experience. Isn't there a line system for customer service? After sitting there and waiting, Jessica came and asked me for my phone number, didn't even ask me what I needed or why I was in the store, she then moved on to the next customer (who happened to come into the store after me) and asked that customer what she needed and to my surprise, she decided to help that customer instead. I find it very unprofessional how Jessica basically let a customer cut in front of me, without any explaination what-so-ever. It would be wonderful if great customer service gets provided by Verizon throughout, whether online or by phone or in person. read more

Verizion are not an honest company to work with. We switched to ATT we call Verizion and they said we owe $750 for a phone and to disconett WE then a month later get a bill for 1900 and some change We paid the 750 called verizion they said that sould be correct we get another bill for 1207 now we are disconected no can find the billor who to talk to said they get it handled. I went to buy a vechicle today and my credit score went from 820 to 690 I was on the phone for an hour trying to get a hold ofr someone so I could just pay the damn bill. Finally found an old verion support number and a very nice lady helped me get this put to bed! BEWARE IF YOU SIGN UP WITH VERIZION IT IS EASIER TO CUT TIES WITH THE MOB AFTER TESTYING AGANST THE BIG BOSS read more

Three employees working in the store, but only one servicing customers. Furthermore, they are unwilling to provide an estimated wait time to exchange a SIM card to restore service for an existing customer. read more

I had an unexpected good experience at the Verizon store. Although we waited 20 minutes for help, we got lucky with our assigned in-store customer support. Cartier is the BEST Verizon in-store staff I have ever met in my 8+ years as a Verizon customer. PROS -Cartier = friendly, patient, knowledgeable, helped us find ways to save money, good sense of humor -Can charge your phone in the store AREAS FOR IMPROVEMENT -Wait time shouldn't be 20 minutes....it should be closer to 10-15 minutes -The whole consultation took 1 hour. Although the wait time depends on the customer needs, I think the wait time was longer because the IT systems the staff use are user-friendly TIPS -Set up an appointment once you arrive and then use your waiting time to visit neighboring stores (e.g. Starbucks, Bed Bath and Beyond) read more

Staff was unhelpful and derisive. So unimpressed. I would not recommend the San Mateo Bridgepoint store, hopefully it's not representative of the company. read more

I stayed loyal to Verizon for some 20 years. Long long before they were "Verizon" they were PacificBell, Airtouch, South something BELL and finally called Verizon I have a thing on staying with the same vendor, same merchant, so stayed with them no matter what. Increasingly it was just corporate greed. I changed to T Mobile that gives it all for $80 a month, 2 lines. And I almost always use Whatsapp staying away from phone companies. Verizon was at $267. Thievery. Verizon is *ONLY* metrics and money to gouge as much as they can. read more

Totally blown away with their rotten attitude. I was a loyal customer for 15 years. Moved to Europe and got a replacement Samsung 5 Las January. In may this fairly new cell phone stopped working. Now I'm back took it to Bridgepoint Verizon. Tony the manager didn't even given a chance to explain my situation they practically chased me out. I'm sorry that I spent all these years as a Verizon customer. read more

Stopped by right before closing today, and a very nice gentleman by the name of Abid (Abed? - sorry if I'm spelling it incorrectly) didn't hesitate to help me. He set me up with some interventions to try tonight, and then an appointment time for tomorrow should I not be able to resolve it by myself tonight. He very easily could've not helped me as I literally came to the door as the clock switched from 6:59p to 7p and they should've been closed, but he took the time for me and I really appreciated it! Great service and a great location. Just make sure you look for it next to the Starbucks as the Google Maps takes you about 500 feet the wrong way. read more

This happened in Jan. I went there to have help on active e-sim, the first thing that staff did was trying to sell me protection plan before he does anything. Then he said he needs to lookup how to active it, instead he pulled out his personal phone and using his Capital One banking app to pay his credit card bill and played on phone. After he failed to active my esim, he told me he did whatever he can do and it might related to my new iPhone, and told me go to check with Apple store since I didn't purchase from Verizon without helping me to get more support from other staff or call tech support. Then he finally grabbed other staff from the store but the other on gave me attitude and said you can't active esim because you didn't purchase phone from us, so there's nothing they can do at this point. Then, they tried to sell me protection plan before send me out of door. After that I spoke to second tier support and he said it should never happen at Verizon store and it's not acceptable. The manager should do something to those shitty staffs before they ruined business read more

This office are very sly. You guys have to watch for them. They do a fast talked of you not enough of explaining. Do not give any information until you understand what is all about. Especially that lady that help us this afternoon. She already charged my card which we have not received the phone yet. Terrible place to go. read more

Hmm .... from the looks of all the other reviews, I'm wondering if I'm reviewing the wrong Verizon .... I'm reviewing the one that's next to Starbucks in that shopping complex with BJ's, Old Navy, Target, Ulta etc. I came in here twice. The first time I was in the market for a PDA and had no idea what I wanted. Someone named Kelley helped me and he was super nice and very helpful. He wasn't pushy and did a great job at explaining and pointing out the differences between the different models. He also walked me thru all the different plans. The second time I visited was about a week ago. I'd done my research and had decided between the 2 phones I wanted. As soon as I walked in, a lady greeted me and took down my cell phone number. David S. helped me - talked me thru the phones and got me all set up. He was friendly, professional and thorough in explaining to me my rebate and Verizon's policy that you could return the phone within 30 days. Earlier today, I told my sister to visit this Verizon specifically. If you want to talk about a crappy Verizon location, don't go to the one in Emeryville. read more

It was recently my niece's 16th birthday and I wanted to gift her a really neat phone that matched what she was hoping for. As an uncle, I wanted her to have the best. This specific store has a wide variety of phones to choose from and it made the situation easier on me. The employee who helped me chose the phone (Spencer) was very patient and knowledgeable. Verizon has been a part of the family for a while and we will continue to choose their service over others. Their family plan is among the cheapest ones in the market, not to mention that this company has the lowest rate of dropped calls. read more

I came in to restart service with Verizon after leaving to ATT for a month (ATT service is horrible). The person helping me was helpful until he found out that I was a "Winback" and that I had just bought a new iPhone 11 from the Apple Store. He gave me a number to call while I was in the store, left and never came back. Thankfully my wife was with me so I could use her phone to call the number so I could setup my phone. I had to chase down the GM to get me a new SIM card. He also didn't want to help much either when he found out I wasn't buying a new phone. Best part of the transaction was the lady who helped me over the phone with the Winback group. I think her name was Presley. Super helpful and even set me up with a discounts available to me. The service at this Verizon store blows. Come here if you want subpar service and only if you're buying a new phone. read more

Every single month I get 3 text messages and 2 e mails reminding me to pay my bill. I have been with Verizon greater than 10 years and have NEVER paid bill late. Yet these folks have nothing but time on their hands to "remind" me to pay the bill. Hear is my question for Verizon......"Don't you folks have anything else to do?" STOP harassing me. Continue and I will end our long standing business relationship and go with another provider. M.Hill RN read more

I was surprised.  For me Verizon cell service was not as good as T-Mobile.  What surprised me the most however was how poor the customer service they gave was!  Additionally they were charging me more! Cost was substantially higher.  I lasted 6 weeks and switched back to T-Mobile.  It's amazing how much better the customer service is at T-Mobile.  I thought Verizon was going to be a step up.  I was mistaken. read more

Just tried to call the store, and it thought it knew who I was and kept asking for an account pin. Couldn't talk to a human. Not surprised.

About an hour or so ago the door bell range and Jim Sampson from Verizon was standing on the porch ready to do whatever he could to give us a telephone. He restored my faith in the company. Night before Thanksgiving and Jim was here and set us up. We have a telephone. YEAH!! Ignore the rant below... They came through. Thank you Jim!!!!!!! Have had a Verizon land line phone in our home in Massachusetts for 30 plus years. Moving to another town, in Massachusetts and for over a week Verizon has not been able to handle a simple request of giving us a phone in the new home. Called the first day and was told "no problem we will have this done". Next day, no phone. Called Verizon back, and was told "so sorry, we cannot transfer the number, we need to give you a new number, will be all set by tomorrow morning". Next day, no phone. Called Verizon back, it seems they cannot do this remotely, must come out and physically do something and will take a week for them to get here". After much discussion, she was able to get the technician to come out in two days and would be at the house between 8 and 12. At 12:30 called back it seems the appointment was moved out a week and no one bothered to call and let me know. Wanted to stay with Verizon but not now. They ask for an alternative number so someone can call with any quesitons, issues, but no one called back to even let us know - ANYTHING! read more

Thanks to Spencer C. again for his help. He called to let me know that Verizon changed their plans back to unlimited. His call saved me $50 month for my family plan. Another example of great customer service by Spencer. Thanks for following up with me when you didn't have to. read more

Like walking onto a used car lot. Employees size you up and decide if they want to help you. Often, they are more concerned with talking and joking amongst themselves to offer help to a customer. Poor customer service here. I've been 'assisted' by Al and Marco. My phone had died & i needed a refurbished phone, as my plan did not yet allow for an upgrade. Marco said I could try another store for a phone like mine, as his store did not have any instock. (It is a Razr, older) I said, "Great. Tell me what store has them and I will go." He said I could call the stores myself. When I asked if he could call for me, he replied, "I am just another customer to them...they won't treat me any different." So basically, he is sending me on a wild goose chase to all the Verizon stores because he won't check on my behalf? Then, I come to find out, that he easily could have checked his computer and told me where an available phone would be. I know this because Al (on a subsequent visit) checked for me, without even me having to ask! Guess Marco was just untrained in that fact, I'd rather think that than think he is just lazy. Also, they have more leeway to offer you credits than they let on. Again, like a used car lot. If they like you, you will get a credit. And the girls that work there, how do you work in those stillettos?? WOW. Overall, left a very bad taste in my mouth. read more

Worst company ever! I scheduled an appointment to get a prepaid monthly service with Verizon on my new iPhone, and I wanted to keep my previous phone number. I signed the contract, paid $40 for the first month, and they gave me a temporary tel number. They told me it would take 3 hours to transfer my old phone number, but it shouldn't exceed 24 hours. 3 days later and the phone number has still not been transferred. I called Verizon, and they told me it was not the first time they experienced the problem, but couldn't resolve my problem now that my ATT service expired. They asked me to sign up with ATT again, and pay a monthly fee so they can transfer the account??? When I asked them to cancel my Verizon account and get me a refund, they declined and commented that I used some data on my iPhone so they cannot refund me, not even a pro-rated amount. What a scam! read more

I wanted to update my review as I found out about a month after this visit that my boyfriend and I were gravely mislead and misinformed. In my review I wrote about my boyfriend and I saving almost $100 per month by combining our phone bills. I was paying $130 per month and he was paying around $120 ($250 total for our household). Our consultant at the Verizon store, Adriana, told us she could definitely save us a good chunk of money by combining our bills and she mentioned that with my credit we were eligible to add an iPad to the account for only $10/month until it was paid off. We were pretty surprised by that and asked her to repeat it. "So we'll only pay $10 per month for the iPad until the total has been paid off?" "Yes," she replied. So of course we signed up for that option. At $10/month it was still going to put us considerably under the $250 combined we were previously paying. After we'd added the iPad to our account we asked her what kind of total we would be looking at per month now? It took her a minute to calculate, but her response was your total monthly bill would now be between $180 and $190 depending on taxes and including the ipad. We were stoked and we left the store feeling pretty good. Then a month later our bill came and it was $247- for less than a month's time frame. We looked it over and noticed there was some $40 fee attached to the bill, but we decided to ignore it and see if it was some kind of setup fee that she'd forgot to mention and maybe our next bill would level out. Nope. Next bill was $244! We had to visit 2 different Verizon stores and call their customer service line to find out that we're actually paying $40 per month towards the iPad PLUS the $10 per month charge to have the iPad on wireless. We asked the one store manager what we could do about it since we were totally misinformed of the service and cost and now we weren't even saving any money on our monthly bill (the whole purpose of combining them in the first place). He said unfortunately we would need to go back to the store where we combined the plans and purchased the iPad. That store happens to be 3 hours away from us. Not an option. Customer service was just as unhelpful so we will be making a complaint with the better business bureau. I'm leaving this review on Yelp to hopefully spare someone from this con. Either our consultant had a poor misunderstanding of billing with the addition of the ipad or she was actually TRAINED to sell it this way and lie to us about our total monthly bill. I fear the latter. Be careful at this store; they are dishonest. read more

This review is for Felipe. I came in yesterday to activate a phone and the store was extremely busy. Customers were waiting and I could see some other employees(including an employee wearing a store manager nametag) becoming visibly frazzled and annoyed by the volume of customers which was kind of unfortunate I must say. After waiting our 45 mins (wasting time at cost plus world market, no problem) Felipe took care of our request kindly, and with a friendly attitude. During the maybe 10-15 minutes that we were being helped I'd say that no fewer than ten times, he was interrupted by other employees asking questions and never once seemed annoyed or overwhelmed. And actually laughed and made jokes about being a super star multitasker. If it weren't for the negative attitude of other employees in the store I'd have like to have given five stars. read more

I came to this Verizon as it is close to my office, however soon realized why the store has poor Yelp reviews. There were maybe 2 customers total in the store, and at least 8 Verizon employees. That's 4 employees for every one customer! You would think the customer service here would come with champagne, a back rub, and foot rub, and of course a quick ringing up of the iPhone I came to purchase. I was greeted by one of the employees who of course took my name and told me it would be a 25 minute wait. What the..... 25 minutes? I could see 6 employees just dicking around, two of which were comparing their phones, the rest chatting behind the counter. I guess there are designated employees who sell the phones, and the rest are hired as expensive live holiday decorations (this was pre-Xmas mind you). Once i was helped however, the sale was fast and painless. The store didn't have the iphone model in stock, and I could have just ordered it online from Verizon which in retrospect would have been easier. I took note for the next time. I give an extra star for the employee who sold me the phone-- she did a good job. But otherwise, this store has a number of efficiency issues that made the shopping experience annoying. read more

I've heard it said that Verizon hates its customers but loves their money, and this retail store lends some credence to that assertion. I went there looking to spend a couple hundred bucks on a smart phone and switch my service over from Sprint. I wanted to give them a pile of cash both now and for the next two years. So they ignored me for 10 minutes. Then they took my name. Then they ignored me for another 20 minutes. Then I left, and ordered online with a chat rep answering the questions that I would have asked someone in the store, had they any desire at all to help me and to take my money. What a way to treat people who are trying to become your customers! If I hadn't already tried Sprint and AT&T and found them both to be terrible, leaving Verizon as my last alternative, I would have reconsidered my decision to do business with them. My advice: order online and use their online chat if you have questions. Don't waste your time visiting this store. read more

We bought a new iphone from the Apple store and came to transfer everything to the new phone. ANDRE G. was very patient and helpful. He spent over 30 minutes with us trying to backup my wife's old iphone 4 to transfer everything to the new phone. He was also helpful setting up the new phone up too, patiently explaining things and walking thru things with her. I hope the manager sees this comment to give Andre the recognition he deserves for great customer service. read more

I'm glad, but sad. Glad to see that I am not the only person who has been given poor service - or on many occasions, ignored. But I am sad that this is the closest retail location to my work. Occasionally I have been given good service by some of the warranty employees and the people at the sales desk, but for the most part I have been ignored or pawned off. Even when I was fondling the display phones for 15 minutes, waiting to spend money. Currently I pretty much limit my patronage to paying my bill. Looks like the next time I need to buy a new phone, I'm going to the Burlingame store. read more

We went their with one simple goal, well 2 actually. 1. Get me my new Samsung Glyde for my birthday. 2. Get in and out of that dump as fast as we could. Of course, my luck, we're stuck in there for more than an hour because the guy had to switch our plan around and then had to go get my phone. Turns out the first one wouldn't program properly, so he goes in and gets another, once again the phone wouldn't program properly. He calls this person to ask how he should fix it that person suggested a couple of things, which... didn't work. So he plays around with it (getting fingerprints all over it!!!). Then the girl next to him starts making jokes to him and he gets completely distracted for about 5 minutes. Then he calls another guy and that guy told him to do some stuff, and hey what do you know, it worked. So then Oscar goes " now i know how to manually program a phone." Shouldn't you have known how to do that in the first place? read more

This is my first time coming into this Verizon Wireless and the main reason was to pick up the free Star Wars VR viewers that they were promoting. Like all things, I made sure to call in advance to pick one up, and sure as you know it, they said they had it in stock! When I showed up, I was greeted kindly by one of the workers at Verizon, but as soon as I told him what I was there for, he instantly told me to wait for another worker to help me. I'm guessing he's only there to help customers who are interested in opening lines/upgrades/anything that doesn't involve free things? I'm not sure, but I know I ended up waiting at least 15 minutes to finally speak with a representative who was able and willing to help me receive the VR viewers. This transaction took a grand total of 5 minutes, but instead, the worker decided to make us wait for the one representative who was working with customers interested in the VR viewers while he just stood there staring into blank space. Way to utilize your resources and make the customer's experience quick and easy Verizon. I wouldn't come to this location again unless I really needed to. read more

Lesson learned. Only go to Verizon Wireless when given no other choice. I went to return an iPhone case that I had decided against, and it had a 2 week return policy so I made it back to the store on the last day. The store was very busy, and I was approached by an employee pretty quickly. She asked what I needed, I responded, and then she promptly told me it would be a 30 minute wait. Understanding that they had a lot of customers in the store, I asked if I could just leave the product/receipt there and they could complete the return when they were less busy. I was told no, that I had to wait behind the group of people who needed their contacts transferred, their phone replaced, or wanted to browse for new phones. So....I waited since it was the last day I could return the case. Thirty minutes go by, and I am so annoyed that I finally go interrupt a salesperson. A small skirmish ensues, as his customer is not pleased that I've butted in. That said, he agreed to take my case and receipt and do the return when he was free...so that I could go on my merry way. I am not the most patient person in the world, but the decision making in this store for customer service is horrid. read more

A few weeks ago I went with my boyfriend to sign him up with Verizon. We were very happy with the customer service we received from one of the salespeople, Robert, and my bf has been very satisfied with his new phone and service plan. In fact, when I decided to upgrade my phone (after seeing first-hand the awesomeness of my bf's Droid) I called to make sure Robert was in and then went into the store to make the change. I was pressed for time because I had a flight to catch, but in under an hour Robert helped me upgrade both my phone and my brother's (which made me the best big sister in the world when I told my brother). Thanks, Robert! read more

Very disappointed with Verizon, been a customer for 10 plus years. Bought the galaxy s8 2 months ago, I bought all their protective add ons for the phone, apparently they do not honor their advertisement for the screen being shatter proof, as mine shattered with a six inch fall into carpet. I believe I will be looking for a new provider who will honor such things read more

Verizon - Shown is the shattered phone - Mobile Phones Near Me - San Mateo, California

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I love this place they have always helped me out and given me the best deals! Derek Adriana and Ali are awesome! Adriana was very motivating when I bought my fitbit. Derek explained everything to me and was so patient! And I brought my friend in and was raving about the service and they nailed Ali defiantly lived up to the service I boasted about to my friend! Thanks verizon! read more

I came here to switch a phone, and have been waiting for almost an hour here. Asked the service representative how much longer is the wait, and he gave me an attitude. very poor service to say the least. read more

I walked in a few months back to transition to sign up with Verizon, and get off Sprint's garbage. I walked in a marginally empty store with a handful of employees. After a reasonable wait I was greeted by Sergei. Told him what I wanted, a Note 2 with a 6GB Data plan. We were in the process of getting set up when all of a sudden his iPad got an error he'd never seen before, regarding a 'credit mismatch.' This was a surprise to me given I have six other bills in my name. He briefly, and by brief I'd say 15 minutes, tried to talk to higher ups about what was going on, and it ended with him giving me a phone number to call and talk to to sort it out. I was not impressed, and not only that, the phone number he gave me just let to an automated service that would allow me to purchase a credit report if I wanted to. Sergei, you were friendly and marginally knowledgeable, but you did not go the distance. I went down to the Christy Street store in Fremont off of Automall and my experience was far better. The saleswoman greeted me politely, and it may have taken two hours, but SHE fought her higher ups because she knew it was a garbage error, and in the end, got my business and will continue to from now on, even if I am 30 miles away. read more

First impression: walk in and 2 employees are sitting around table just BSing.... never got up. The female even had her legs and feet up on the seats where customers sit. Neither of the ever got up while they talked to me. The female never even took her feet down from the chairs. So unprofessional I was laughing inside. Was going to buy a iPhone XR, but wanted to see if the size fit in my pocket. I was told the only model I could see was attached to 4 clamps and a cable for security. I would have to BUY the iPhone before o could see if it fit in a pocket. Seriously, terrible service... laughable! Do not go to this store.... I felt bad I was interrupting their gossip session. Zero help... there must be other Verizon stores with managers that care at least a little about service. read more

No one likes to go these stores right? Unless we are shopping and excited to get a new phone it's a dread going to wireless providers. I had a need and that was to get my cell phone and its faulty power button fixed. I was greeted promptly by a young lady. She was kind and was able to get the information she needed to get. She informed me that it would be a 30 min wait as they were busier than normal which was ok for me. 30 min later I was approached by Spencer who was also very pleasant to work with. I let him know of my issue and he helped me resolve it. What I liked most was he wasn't pushy and trying to get me to buy something after I declined his first attempt. He built a good rapport and was did his job efficiently. Great guy! Overall good impression, I was greeted promptly, informed of the ACCURATE wait, dealt with an efficient representative and was satisfied with my resolution... Why not 5 stars??? I was bothered that I received an email thanking me for signing up for paperless billing. I never was informed or agreed to this since I DO PREFER to receive my paper bills from wireless providers. Not that big of a deal to me but would rather been asked. I will return to this store in the future for my needs. This store was a lot better than other stores that I have been to. read more

Terrible location. Spare yourself from the used car salesmen of the phone world. To make a long story short, I was told one thing by a salesperson over the phone regarding the discounts from my corporate account. Actually told me that because "calls were not recorded" that I would have to come in and see him so he could honor the discount. Even went as far to tell me to call him before I came in because "I feed my family off of these sales". Fast forward to me going to the store while I have a new baby at home and waiting for this sales guy to finish up an hour later with his customer. All because I was trying to ensure he got comped for my sale instead of doing what most people would do and just buy from the first available sales guy and be off doing my other million things I needed to do. Turns out he couldn't honor my discount he told me I would get, told me his assistant manager lied to me about the price I was entitled to when he brought him over to talk to me about this, and then this manager didn't even try and do the right thing by honoring the price committed to given the hassle from the "non recorded" phone call. Total fail in terms of service as well as information. I ended up just buying the items given the time wasted, but I will be returning them and purchasing them at a different vendor entirely given the run around. If you have a corporate account, do yourself a favor and give your business to another corporate Verizon store like the one in Redwood City. read more

I have to agree with other yelpers here. This is by far the worst Verizon store ever. Even though I thought maybe its because I didn't want to buy a phone, that I was having problems with mine and needed to talk with someone was why they were ignoring me. But it seems like even if you are buying a phone the customer service sucks. I can't quite understand why there were 3 customers in the store and about 8 employees and I had to wait. I went in the middle of the afternoon because I thought it would be quicker.....WRONG. So I waited, and waited, and waited, while the employees stood around talking with each other........ They took my name and phone number and then said they had other customers ahead of me..... WHERE WERE THEY????? They must have been invisible. I finally got fed up and left. No one cared......Good business practice. I'll send my husband over, but heads up Verizon....he pays the bill, so ignore him and he will switch all 4 phones in a heart beat....but then again you won't care..... read more

Arrived and was greeted by a manager... Who didn't even look me in the eye and was fiddling with a phone. Customer service was obviously not a strong point. Vaguely told us to stand in line, by slowly walking over to a man standing in the middle of the store. Only to ask us again what we needed help with, because she didn't bother to pay attention the first time. I've currently waited about an hour watching a lady get helped by 2 associates to buy speakers. While the manager is standing around playing with a tablet, with 5 people in line and only more coming. We finally got help from an associate, who was obviously more capable than the so-call manger. To be honest, we only got help because the manager did not want us to see her help a customer who had just walked in to purchase something, while she made us wait over an hour. This was an isolated incident, and I hope it doesn't happen again. I just think a change in management is needed because it was clear she had no idea what 'customer service' is, or how to manage the crowd, or her employees to move efficiently. read more