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June 2024 by Craig Stelling
They lost my phone and I ended up getting charged over $915. What an incredible nightmare of a store. I was returning a phone under lease, and the rep over the phone said I had to deliver to a store. I dropped it off and they did not provide a receipt even though I asked about it. In order to get those charges removed, I had to spend hours at the location holding the staff accountable. I was there for 3 hours one day, 2 and half hours another day, and multiple hours on the phone. I was reassured 5 different times that it would be fine, even though it ended up in late charges and other fees. The rep failed when he lost the phone, failed at calling the Verizon reps to fix things, and even now he has failed to update me on the resolution to this problem. It's solved now but only after about 10 hours of my work. I highly recommend you avoid this terrible Verizon store and I will never be using Verizon ever again.
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March 2024 by Cynthia
I have to say after reading the reviews of this store, I was hesitant to go there to have my phone issue fixed. I have a new IPhone 15 Pro Max that had a major issue and couldn’t be fixed over the phone. I walked in within minutes of them opening and Trevor, a manager, greeted me. He immediately took my phone and started working on the issue. Super nice and professional and a great multi tasker. The entire time he was helping me ( almost an hour ) he was checking in other customers and talking on the phone to the Verizon techs regarding my issue. Thank you Trevor for being extremely patient and making sure my phone (lifeline) was fixed. You are appreciated!
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January 2024 by Kurt Ricci
Did a phone upgrade online, selected this store for my pickup, received my "order ready" email, went to the store, went to the lockers on the left, entered my Verizon phone number, accepted the notification, a door popped open, grabbed my new phone, and left. Super easy!
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January 2024 by Edgar Ambition
This is crazy, I went to this store to pick up a Apple headset. They were going to allow me to pick them up and the headset total cost was going to be added to my next bill. Turns out the service rep Francis made a mistake and added the product and then hit the back button and the system made it seem as if we used the credit and we never did!! He made a mistake and then we WERENT able to take the product home anymore and told us to come back the next day and let the system reset credit. We come back the next day and the system never reset and the manager nor Francis wanted to fix the issue and I WASNT ABLE TO TAKE THE PRODUCT HOME WITH ME. Now my bill shows that I owe you for the product I never took with me and the system never reset this is so terrible that Verizon would even allow people like this to not follow through that now I am dealing with my bill begin incorrect for a product that was never provided. Look at all the bad reviews previously to mine. There is obviously a lack of something going on with that location
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January 2024 by Marcy Costa
If don’t know about promotion never go in this place!!!All the employees the don’t care after sale, the changes your plan automatically you not concerned!!!very carefully is not friendly all!!
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January 2024 by Roger Lee
This is the worst customer experience I have ever had with any retail location for any service/product provider. Francis a rep at the store makes a mistake and does not even make an effort to fix it or apologize and after he told us to come back the next day for the system to reset. he still didn’t follow up with us to not come to the store. the issue is not fixed. Then the manager of the store acts like he is not able to make the situation right. I don’t think this is the type of experience Verizon wants customers to have
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November 2023 by Ammy C.
My husband lost his phone after paddling in Foster City yesterday. After searching for a few hours, we ended up at this Verizon shop to get a new phone because he needed one for his job. The staff was very friendly and as people walked in, they were asked by an associate if they have an appointment or would like to be added to the wait queue. We waited for about 20 minutes when sales associate, Francis, helped us. We gave him our budget for our phone and he offered a promotion that was far better than what we expected. Francis explained the promotion and was very patient answering our questions. We left the store with a newer version of my husband's old phone and were really happy with the experience. Thank you Francis!!!
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October 2023 by Gigi F.
They suck. I've been a customer since 2003. You can't get anybody on the phone they suck period..... 1star
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October 2023 by Morgan B.
The customer service I have received for the last few years pushed me over the edge little to no help from team members and I had issues with the app when I tried to resolve the issue over the phone I was put on hold or had the call cut off more then 3 attempts plus when I compared my bill to others I realized that I was being over charged for my plan. They added things on my plan that I didn't want on my plan. I will never pay for anything involving Verizon ever again. I'm with T mobile now and I'm going to suggest others do the same.
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October 2023 by Beaner Chorizo
I am only giving this location/Manager one star. I recently received a iPhone15 Pro Max. I have had several issues with dropped calls, touch screen not working properly, the microphone, not being able to answer calls, etc. I never experienced this issue with my 13Pro.I decided to return the phone and Verizon told me to return it to a Verizon factory store by 10/16 and I would just have to pay a $50 restocking fee.I walked into the store at 5:18pm and the manager asked me if I had an appointment and I said no. The manager then said, "We close at 6pm and we may not be able to get you before we close" I said, "I am here and do not mind waiting as I have to return this phone today." The manager said, "Well at 6pm if we have not helped you will have to come back." I said, " Well I need to return this phone so I will just leave it here if I have to." The manager and two other employees walked int he back and they never came back out again.The employee that deserves 5 Stars is Francis. His calm demeanor and willingness to help are those of what a manager should have.I also have reported my experience to Verizon Corporate.
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September 2023 by Shauna G
Today I experienced wonderful customer service at this store in the bridgepointe shopping center. I didn't have an appointment but I only had to wait about 10 minutes. The lady who helped me Ven (I think that was her name) was extremely polite, professional and helpful. I got a new phone quick and easy. Every worker I interacted with here was very nice. Thank you so much!
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August 2023 by Rommel R.
I just went to the San Mateo location to pick up a new phone that I ordered online. The girl in the store who got it for me has useless customer service skills. She just handed it over to me without saying anything that I had to do for my trade in or how to transfer the data from the old phone to the new one. So I ended up asking her about it. When I asked her about the data transfer she told me that I would have to pay $29.99 for the service or do it myself. Then I asked her 'how do I do that?'. She simply said 'you can do it online'. Umm....care to add a little bit more detail than that? Like I said useless! I'll have to put some of the blame on management for this. They need to provide proper training. If they did then they need to revisit their hiring process.
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August 2023 by A K.
I visited the store with some inquiries about my phone and was pleasantly assisted by Kevin, who proved to be very kind and helpful. Thank you!
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July 2023 by Martin Chorley
Took hours and ended up with total bait and switch deal
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July 2023 by Denise McMurdo
Very helpful young man! Fixed the problem ?
