Usually I hate coming to stores during holiday season. But I came here on whim to buy a screen protector, and as I entered I was greeted by two sweet gentleman who worked there. The man that helped me was named Ali, super nice, smart guy, charming and extremely helpful! Best Verizon store I've ever been to. Gorge & Elijah also very helpful! Thanks guys ! read more

Felt like the tech didn't have time for me. I went in to discuss an upgrade as I am due for one. Droid has been acting up lately, died last night.i was considering changing back to an I phone. He took battery out of the droid and popped it back in. Phone started up again. He said, "see it still works".said "sometimes they're glitchy". Gor the distinct impression he couldn't be bothered to go thru the llonger process of showing me the I phone and up grading me. Had another young person shadowing him who acted like he was bored to death being at work. I am an older person. Got the feeling they didn't want to put out the effort to explain things to someone less tech savvy. Poor service. read more

Long waits, bad attitude, poor skills. Whoever is in charge of Verizon customer service really should try being a mystery shopper at this store and see how it feels. I loathe coming here, but have done so several times because I use Verizon's cellular service. The experience has been consistently terrible. There's always a wait for service -- often a very long wait, during which one employee seems to do nothing but greet arriving customers, and a manager seems to do nothing at all. Knowledge level of staff is poor, and their attitudes reflect either a lack of training or poor hiring decisions. Selection of accessories is limited and laughably overpriced. I now go out of my way to take my business elsewhere. In particular, I find ClickAway in Concord to be the opposite of this Verizon location -- prompt, courteous and knowledgeable. read more

Excellent service and advice from Kevin and Nick. Professional and patient. They recommended a mid range phone for my wife who doesn't need the most advanced phone instead of trying to get us to buy the newest and most expensive model. We recommend them highly! read more

I am very technologically challenged and James Ylagan was not only very patient with me but also explained things in a way that I was able to understand! Thank you James! read more

Jose Briseno is definitely a great asset to Verizon. I bought a smart phone and a tablet 2 weeks ago, and later on decided that the tablet is not what I need. Jose was very professional in explaining the implications of my decision; he was also very clear about the alternatives available to me and he patiently helped me figure out how to go about them. My last Verizon billing was also complex, and Jose helped me understand the components of the bill. I will definitely go back to Verizon for my future phone and related needs. read more

I had a complicated problem that took awhile to figure out. LaJohnna hung with me and my problem until it got solved. She didn't stop at the first road block, but kept working until we found another solution. While we were working on the issue, she worked on what would be the least expensive solution for me. in the end, she was able to solve the problem without any cost to me! Phew! I'm very grateful for LaJohnna's perseverance and hard work! read more

Be very, very careful when making any changes to your phone, plan, devices, etc. in the Walnut Creek Store! Today, a wonderful representative on Verizon's 800 number reviewed my entire file over the past year and helped me to piece together how a month-to-month work line (added to my personal account) suspiciously entered into a 2 year contract when I upgraded my personal phone. When I went to the Walnut Creek store, I explicitly asked (more than once) if changing my personal phone would affect my account in any way (contract, plan, etc.) The associate in the Walnut Creek store assured me it would not, and even documented in my file that "customer wondering if adding iPhone would change plan. Educated her that it would not change the plan". It did not change the PLAN. HOWEVER, it not only changed my CONTRACT, it changed the contract for my secondary business line (not my primary personal line) so that my month-to-month line was magically entered into a 2 year contract. The paper documentation I saved guaranteeing my work line was month-to-month was now null and void. Perhaps a mistake? I really, really hope so. Tanya, the representative was very helpful. However, because the change was made in the store, she told me I would have to return to the store and start over to try to plead my case. I decided to cut my losses and paid the $230 early termination fee. I will not return to the Walnut Creek store. read more

This store sucks. I went in twice to return a charger and both times they said I had to make an appointment. I asked if I still needed one even if I was returning something and they were super rude about it. So I took it to another location and they returned it no problem. read more

Purchased and returned two phones due to coverage issues and that started the worst experience I've every had. After waiting 1 hour to return the phones, I received multiple calls over the next month about past due balances on the cancelled account. 3 different customer service reps could not help at Verizon's call center. Returned to the store, waited another 1+ hours to speak with the manager, who apologized and stated they forgot to cancel one of the lines. He said he would take care of it and I left. Two weeks later I began receiving automated called from Verizon and up one returning the call, learned that Verizon now claimed I owed $1000+ on the account that was still not cancelled. The rep state she could not help since she was in collections and hung up on me. I'm now sitting in the same store again, having waited over 1 1/2 hours without any help so far. 6 phones calls, 3 trips to the Verizon store and 6 hours of my time to resolve issues with Verizon's obviously broken system. Worst customer service ever. Do not do business with Verizon. read more

As Verizon customers for 20 years, we were shocked by the disastrous customer service here. It was far more keen on pushing sales than being helpful. When we went in to upgrade our phones, we came upon a customer service personnel named Lynne. She not only did not help us select a new phone, she was unnecessarily aggressive about trying to sell us other expensive gadgets like the Apple Watch, iPad and phone covers, and then neglected to activate the new SIM cards. When we turned down her multiple sales pitches, she proceeded to ask a series of questions about our occupation and whether we were on vacation. After choosing our phones on our own, she refused to help us transfer data from our old phones to the new ones, saying that Verizon didn't do that anymore. After we checked out and went home, we had trouble setting up the new phones and had to make another errand to the Apple store, where a kind customer service employee told us that they never even activated the SIM cards at the Verizon store. It would have saved us a lot of hassle and time if the Verizon personnel had spent half as much time actually helping us than trying to sell us things we don't need. This is by far the worst service we've ever encountered, and we are mulling switching to AT&T or T-Mobile. read more

Thank you Rick for the great customer service you provided me. He is very friendly and professional. I had a lot of questions about iPhone because I was buying it for the first time and he was very helpful to me. I am a very satisfied customer. I love my new phone and the service is great. I would highly recommend this Verizon store. read more

The owner followed up and was kind and proactive about turning my mildly negative experience into a positive one. I will revisit the store. I actually have to as my mifi is having issues. read more

BY FAR THE worst Verizon OUTLET in the Bay Area. Their wait time is sooooo long. Even if U put your name down, they will give U an approximate time which is totally not even close. I give them my name and # so they can text me when I'm up next. They do that, I arrive at the store just to wait over 45 minutes. Totally understaffed, etc. I live in Walnut Creek, and will NEVER GO back there again. Try Pleasant Hill location on Contra Costa Blvd. Soooo much better. read more

I went in the store today because I have been having problems with my phone charging. I only waited maybe 2 minutes and the rep was on the job. Her name is Paris. She was extremely helpful, knowledgeable and very kind. I will continue to handle all of my in store affairs at this location. She was awesome! read more

Verizon Wireless is the best cell phone service I've ever had. On top of that, every time I have been in this store, they have been helpful and willing to go the extra mile. However, sometimes it does take a while to be helped. I'm not sure, but I think they work on commission and it does benefit them to ensure that they get the sale. That being said, despite the fact that I like the place; I have been given bad information by an employee purely to drive a sale. I now have a Samsung Droid Charge because the salesman told me that if I didn't switch to 4G now, Verizon was going to stop allowing me to have an unlimited data plan. This turns out to be a complete lie. So, I ended up not getting the phone I wanted, the Droid 2 and I ended up with the Droid Charge. Don't get me wrong, I love my Droid Charge, but it's not the phone I originally intended to purchase and I'm having to get used to a lot of new phone quirks. Overall, I would recommend that you do the research yourself and have your mind made up before you enter the store. Don't be afraid of the store though, it's a pretty decent place. read more

I went to the Walnut Creek store after a terrible experience at the Vacaville store. I set out to buy a new phone but I I received was amazing over the top service. Ken took his time going over the phones I was looking into. He also help me set up all the immediate accounts I needed before I left so I won't have any problems once go home......Ken is a premium example of the kind of customer service that should be reached in all Verizon stores. Thank you Ken! read more

Great location, had a bit of a wait but was able to check in then go grab Starbucks across the street. Very good customer service, Tiffany assisted me and was very helpful and gave me several different options when I came in with my busted iPhone 6. Thank you Tiffany! read more

Bought a new phone when mine died on vacation. Went into this, my neighborhood store, for set-up assistance. Completely incompetent. The fellow tells me my 2-day old phone cannot do appointment scheduling (which I need). So I ask to return the phone for a different model that can do what I need. No soap. They won't exchange it. So I am now faced with a phone that won't do what I want or paying $350 for early cancellation of my contract (and go with a different provider--after 21 years with this company). I go home and call the tech line. Guess what? The phone is perfectly capable of appointment scheduling; the guy just didn't know how to set it up. Great service, huh? These guys are great at selling, but that's about it. For tech help, call 611. As far as I can tell, at this store, they're out to lunch. read more

Scott the manager, Jose, Brooke, and Rick took their time and made sure all I needed done was completed before I left. I really appreciate this store. read more

First off Brendan the Solutions manager lived up to his title. Not only did he assist Jose who was also doing above and beyond to help me they created a warm environment. Having problems with my mophie charge case, they made the transition to another case easy. As a Verizon customer since 2000 I know what customer serive should be. Thanks again Brlendan and Jose. read more

I love the customer service at this store, they stop us from getting out of our family contract and I was ready to say PEACE!! Here I find out this store is considered to be A SMART STORE they have more selection on items they also have a Toddler friendly section WHICH I LOVE SO MUCH and my 19 month old baby girl loves playing with her tablets..Priscilla martinez help us get a discount with my job info and she was so great explaining the details I love this store read more

The basis of my 5-star rating for this Verizon location was my experience with solution specialist Farid. He was extremely helpful, kind, professional, and understanding of my dilemma at hand (lost iPhone 6). He has that no BS attitude we all love and appreciate in dealing with sales people, helped me identify and achieve my best case scenario, and left me feeling that I'm in the best of hands with Verizon as my carrier. Major props to Farid! I'll also mention that I've had (and witnessed) many pleasant experiences with Jose who is just as outstanding of an employee and person in general. Keep up the great work guys! read more

Super helpful team ... helped migration from ATT and set up family plan. Great customer service.

About a year ago I switched to Verizon Wireless from Sprint. I originally switched because I was sold on the fact that they had a good business program with dedicated business reps. Needless to say, the last year has been a complete nightmare with regards to this phone company. Switching to Verizon is easily the worst business decision I've made in the last year. On average I spend at least one hour a week try to get something fix, corrected, or turned back on. Oh and those dedicated business reps....they don't exist. I had two reps that quite, and the regional rep, Russell Bridges, will not even respond. In all honest, if you have a choice, save yourself the trouble and do not switch to Verizon, go anywhere else, just DO NOT GO WITH VERIZON. read more

I am not writing about the store itself but about Verizon Wireless in general. Only reason I chose WC is because our phones are from here. Store itself is fine. Verizon Wireless as a company DOES NOT REWARD LOYALTY. Years ago, VW was customer friendly. Now, they try harder and harder to gouge us and provide no incentive to continue as a customer. As soon as my contract is up, I will shop around. It would be nice to find a wireless provider that truly appreciates their customers. The company is getting too big and more rigid in how they deal with issues, and less genuine in customer service. Very disappointing. If you live in the midwest, definitely go U.S. Cellular - ranked tops in customer satisfaction. Wish U. S. Cellular was in our area. read more

I went to this store on sunday at 4:55pm and the manager is super nice, we love her coz she is always helpful and courteous and professional and tries ro help me to get a better plan with the lowest amoutn of money in bill. Eric helped me getting my cable and internet setup, very nice guy and excellent service, I know Blanca from last two years since she was working at the Verizon store in Brentwood/lonetree way. she is been consistent and friendly. we drove all the way to walnut creek branch from pittsburg just because of her service and willingness to save u money of ur cell phone plans. Kudos to both Blanca and Eric for doing a great job on sunday. 10-07-2012 read more

Delano, is the Man! His services are impeccable and truly knows his stuff. We met him 3 years ago and search him out where ever he is stationed. We are so very grateful, for your time and great effort to have us leave utterly satisfied. The Dre's are the BOMB! Awesome!!!! read more

All I have to say is one word "DELANO". For all the other bad experiences I had with Verizon, it's amazing that one person can turn the image of the company around. He is by far, the best and most genuine sales person that you will find out there and is amazing at his job! Cudos to an excellent job well done and going far and beyond what is asked of you as an employee. It's not always about numbers to him but about great customer service.... read more

This store is amazing and full of extremely helpful people!! I had a nightmare experience with the verizon 4g store on Sloat in San Francisco. I ended up with a huge mess on my bill being charged for services on a inactive line, putting insurance on a ghost line ANND to top it off, Gave me a run around saying they'd "have their manager call me" regarding their expensive mix up.He was even guiding his extremely inexperienced staff member thru my transaction!! So I came into the walnut creek verizon and had the pleasure if working with JEFF. He's awesome! He was super personable, patient, attentive and extremely helpful through out my service there. He got me into a new phone (after days of getting the run around from the horrible Sloat 4g store) JEFF and his manager at walnut creek worked their magic and got me to where I needed to be. Hands down - the only verizon store I'll work with in the future. Thanks again Jeff, for getting me connected with a smile :) read more

I worked with Dakota in the Danville store, directly across from Blackhawk Plaza. "Kota" was an outstanding customer service representative and very good to work with on a phone upgrade. He was very knowledgeable on both the i phone mobile products and Verizon data plans. He was friendly, responsive, creative and helpful throughout the process. I would recommend him highly. read more

Eddy the sales rep was absolutely amazing. All of my questions were answered quickly and in depth. Eddy even stayed to help me past closing time to make sure I had everything I needed. He spent about an hour with me in total. Great employee! read more

I couldn't agree more, the whole point of offering a sign-in at the door is to speed up service. Go into any apple store and they will have you hooked up with a sales rep instantly. On three occasions at this Verizon store, you wait and wait and wait. Twice I ended up leaving and ordered my phone online (which is what they are probably hinting at). read more

I bought a new phone there today. I was told that all they had to do was change the SIM card from my old phone and I would have all my photos. I get home and find no photos so I call the store back and was told that somebody would call me in 10 to 15 minutes. No one ever called back. I have called them 3 times now and can't reach a live person. This phone which was supposed to be $199 for the upgrade ended up costing $340 with taxes etc. At the time of purchase I had made it very clear how important this phone was for my business only to find out later that the ringer wasn't even turned on before I left the store. Wouldn't you think a test call protocol ? I guess when your big as Verizon you can get away with this. read more

My husband and I were looking to join our accounts and also upgrade our phones. Andrew , the associate helping us out told us about all our possible options and showed excellent customer service. Overall we got everything we wanted and the staff was very helpful. 5 stars !! read more

DO NOT USE VERIZON, THEY ARE DISHONEST the salesman in the emeryville store outright lied to me they charge you when your contract is up and will ruin your credit, they never fix anything on your credit report that they post , use any other company but Verizon is the most dishonest company I have ever dealt with, outright liars. read more

I was having a really bad day with Verizon until I walked into this store. Tiffany was very patient with us and helped us achieve what I had been trying to do all day with customer service and at a different Verizon wireless store. Both her and the manager showed us how we could actually save more money and receive the discounted upgrade. They stayed with us well after the store closed to make sure we had everything we needed and now I have my new iphone 6 and only paid the tax for it. I will always go back to the walnut creek store from now on! read more

Took my phone in on a Wednesday and explained it was showing I had "No service" and could not get calls/ texts in or out, but wifi was working. I was told to download an app that would diagnose my problem (isn't that their job?) and told to come back if that didn't help. The directions from the app made it worse and when I took it in on Thursday to get it replaced she said they would overnight me a new replacement phone and that I would have it by Friday evening. Just looked at the tracking and it won't arrive until Monday evening - putting me nearly 6 days without a phone. When I called to complain I was told 2 day shipping was their standard policy and that I should have been told that by the woman helping me because I could have paid for the overnight shipping, which I would have easily done. I unfortunately never caught her name but she was the "Solutions Specialist" who helped me both days. Never once felt like they wanted to help me and was rushed out the door each time with a "solution." read more

SOLD ME A USED PHONE. This was the worst experience I have ever had, unsupportive employees, and dishonest sales. Save yourself the time and energy and go to different location. read more

the wait at this store is ridiculously long, and the first sales person I dealt with completely mis-represented the features of the phones we were looking at. It took going back to the store several times, and a phone call to the manager, to finally get useful help. the rest of this review is not so much about the store, but with the company itself. Their billing practice now seems to be "confuse the customer as much as possible and hope they don't ask questions". I have a family plan with 3 lines and was told by people at the store that Rhapsody music service was $15 a month for all 3 lines. But when I got my bill, they were charging me $15 a month for EACH line! They had no explanation as to why I was told in the store that the service was for all 3 lines, not for each one. I've been a verizon customer for a long time and, if their fees for terminating a contract weren't hideously expensive, I would cancel right now. Their customer service has deteriorated badly and their billing practices are shady, to say the least. read more