Verizon – A Wireless Premium Retailer

Wow, what a difference since I last came. All new staff and the Manager Ron has no customer service skills whatsoever. The personnel was not interested in helping me or solving a problem. Once Ron realized there was no going to be a sale he actually refused to help me.
I was able to find George, who had helped me in May. He is now at Lafayette store. Once again he solved the problems, explained the issues and we bought a new phone.
Stay away from this store, go to Lafayette. See my review there.

Left with way more questions than I came in with. Too many chefs in the kitchen; none really made sense; they all talked way more than listened. Left with nothing resolved. White girl was nice tho. «Bro» manager acting dude chewing gum with tats who did most of the taking was the most unhelpful and did most of the talking. Newbie guy gets a pass. Last time I’m going to a Verizon Premium Retailer store.

The store is quite deceitful. It’s not really a Verizon store; check the Verizon wireless store locator. The closest three stores are located in Pleasant Hill, Walnut Creek, and Vallejo. I had a feeling the store wasn’t right when they started quoting prices.
We wanted to get an upgrade iPhone for my mom and since we saw this location while shopping, we came to check it out. I’ve done extensive research online, and I’ve also been a Verizon customer for a long time so I know the usual pricing. The two year contract for 16gb iPhones has always been $ 199. Today when I came here, the salesperson said that the phone has been upped to $ 399 with the two year contract and insisted that it has changed. I immediately called out this bs by checking the official online Verizon price, which was indeed still $ 199. They pretended like they didn’t really know what was going on and said that they ‘accidentally’ saw the wrong price. Yeah okay.
Second, when I said I wanted to trade in the phone, they said the trade in was only worth $ 80. Once again, I have done extensive research, and online, the trade in price is actually $ 130. When I called them out on this, the manager gave me more excuses, saying that online is less convenient and that here they’re able to do it right away so you get less money blah blah blah etc.
Save yourself the time. These people aren’t very experienced and you’ll be out of money by the end of it. Go to an official store using the Verizon store locator.

Long story short. the store mgr, Luis, lied to me in order to sell me a hotspot device. Claimed I would get 2 GB extra data if I contracted on a hotspot. Come to find out there was no promo data and he changed my plan to get extra 2 GB which had nothing to do with the hotspot. Only reason I caught him was because I had promo data in addition to my base plan that he was unaware of. The promo data did not carry over under the new plan which caught my attention. I called him on it but he continued to lie about it saying the extra data was coming. His next attempt was to download the Go 90 app which gives 2 GB for only 3 months. He told me it would auto renew every 3 months. It won’t auto renew and again, it had nothing to do with the hotspot. Luis does not return phone calls or texts and tells one lie after another to prolong the agony. Claims he doesn’t get the msg/​txt or he was in training. I had to go to the store on numerous occasions to confront him. He’s a sad excuse for a manager and I can’t even believe he has a job. Sad thing is that Verizon customer service is powerless in holding the store accountable. He finally admitted yesterday he could not resolve the problem. Stay away from this store, Luis is a crook and no telling how many customers he’s screwed over. I know for a fact he has trained at least one of his staff to operate in a like manner. I’m sure I’m not the only customer he’s screwed over. Luis is the most unethical person I have ever met. I just wrote a 6 page letter to the Verion Correspondence Team. Feel free to contact me at
if you want proof of my story.
Also please read previous reviews from others that state the same experience I had. Make sure you go to a real Verizon store and stay away from the retailers also known as indirect stores. Verizon can’t help you if you buy from the indirect store.

Great service! The girl that worked there answered all of my questions & offered ideas on how I can upgrade my phone & add one to my plan the easiest & cheapest way!
Such a nice experience compared to the other Verizon stores I’ve been to!

I was helped by some amazing guys named Luis & Stephen. I came in with my heart in my hands and desperate for a new phone but not open to paying anything like most customers I assume. Anyhow, they went above and beyond my expectations with what I thought I could get for the money I was paying and left there feeling happy which is the opposite experience of every single cell phone company I have ever been to… that’s even going back to the Cingular days! They have amazing senses of humor which made the whole experience that much more enjoyable. Thanks guys! I hope you read this. Ciao

If you come to this locations only deal with RACHEL WILLIAMS AND STEPHEN SOMERS. They do everything they can to help their customers!
My dad had some issues with his plan mostly due to miscommunication and misunderstanding (which is a whole other issue) and the situation could have escalated, but they both managed to deal with the situation in a calm manner. They did everything in their power to rectify the situation and make sure that my dad was taken care of.
They definitely take the time to explain everything and these days you have to have someone explain EVERYTHING. Thanks!

The manager Luis was extremely helpful and knowledgable with all the store products. The other employees were very kind as well and they all offered their personal cell phone numbers for further questions/​concerns in case they were not working when I needed their assistance!

Service was good. The gentlemen helped get my mom a brand new iphone6, restructured our contract to verizon edge which helped on payments, and then straight hustled me and my mom out of $ 500 because or either his lack of knowledge, or his complete understanding of the situation.
Long story short (or a TL;dr) the gentleman said he could upgrade my line too, and I could keep my device even though it was an early upgrade. 3 weeks later Verizon contacts me saying I need to turn in my old phone. I called homeboy, he said «Nah, Don’t worry about it, if they charge you, let me know» lo’ behold, they charge me. I call, and the «manager» said that his employee DIDN’T say those things, to which I replied, «Oh, right, my fault, I FORGOT you were there when he sold us the phones»
So I called corporate, filed a complaint with the store, and am sending my phone in because after speaking with them, Verizon Retailers and authorized retailers don’t work under the same umbrella. Understandable.
Look, people make mistakes, that’s human nature. But to lie about it in front of me and my mother’s face? Wow, have some personal integrity dawg. You gonna raise your children to lie and cheat too? Disgusting. Verizon should be appalled that you represent them so poorly. You don’t belong in customer service.
If the manager happens to read this, or you know them, show him this.. and you want to resolve this issue like adults, and like a customer service business and customer should… feel free to message me. But you’re a despicable piece of sh*t otherwise.

Need to edit this review. So I got my first bill and it was $ 240! I called Verizon and found that Rachael had not put me and my mother on the family plan and she put insurance on the wrong phone. I completely lost it and had to speak with 4 managers to find one that could fully understand and explain things to me. After 1.5 hours (sadly that isn’t a typo) I needed to get off the phone but the manager said he would correct everything. Well I hope. I will be furious if I ever have to call Verizon again. Thanks Rachael… I know somewhere you are laughing. All I expect is to be treated fairly. No special favors. I guess that’s too much to ask for?
Buyer Beware. This is not a real Verizon store. I had major issues and when I called Verizon they couldn’t do anything except tell me to go into the store. Once they have sold you a phone they could care less about you. They have already made their money. Oh and they ask you to give them a positive Unilocal review after the sale. LOL.
In no way do I want to write a review like this. I have never had customer service completely lie to me. It took lots of my precious time and I got no where. I had to vent somewhere and this seems to be the perfect venue. My expectation is that the salesperson is the expert. I’m paying them to have my interest. That’s how I treat my clients when I work anyways. Here’s my story… the cliff notes version.
I had no need to switch to Verizon. I was a sprint customer for 12 years. I wanted to join Verizon so I could join the family plan with my mother and pay her phone bill (and get her an iPhone… something she’s never had). Rachel mad me buy my moms iphone at the store and I had to MAIL it to Florida (from California) and then she had to pick it up and walk it to a Verizon store for them to activate the phone. Her old phone was also shut down for 4 hours as part of activating my moms phone remotely. This was a major inconvenience for her as she don’t have the iPhone yet!
I made it extremely clear that I didn’t want to buy the «new» iPhone and I wanted to use my sprint iPhone 5. I was told this phone wasn’t compatible. When I called Verizon they indicated that she should have never said that and it was not true (and two different people said that). To be fair I have read online that some phones seem to work fine when switching networks while other people have had problems. I’m upset because I wasn’t given the opportunity to try. Save me $ 700 which I could use.
Third, I explicitly asked if this was the 2016 version of the iPhone. I don’t track this kind of stuff and I was told it was. I had no idea that a new iPhone had already been announced. I was sold two phones for $ 1400 and both are a year old. I was given no discount for these outdated phones and was deceived. I could have easily waited another month to make the switch to Verizon to get the latest phones.
When I called Verizon they could do nothing and told me to go and speak to the manager. I went in a second time and had the please of meeting Luiz. Luiz knew I had a problem as soon as I walked in, as I told another employee who whispered to Luiz. Yet Luiz proceeded to spend 40 minutes activating a new customers phone while 2 other employees were at the front of the store doing NOTHING. After this he proceeded to tell me that the iPhone 6 and 6s were identical. He said things like the processor was the same speed (just given a different number), the camera was the same, and there would be a download so the iPhone 6 would get the 3D service. At this point I was fuming and he wasn’t giving me any attention as he was more interested in making another sale. I left thinking that Verizon would have to do something now. I spent 4 hours making calls on three separate occasions. Nothing… I got beat. The Real Verizon stores can’t do anything bc I purchased from a third party store. They all sympathized with me but that didn’t help.
Stay away from Rachel and Luiz. They are trying to make money only. They will be very nice when you are buying your phone and then they will do there best to convince you to buy their overpriced accessories. But when you go back… don’t expect to be treated like a customer anymore. At this point you are a nuisance and you have no place to turn. Buy your iPhone from Apple or a real Verizon store. Good luck!

Fiancé and I was casually shopping at the mall. Meanwhile, passing by the Verizon store. Fiancé was enticed by the offer that the man was offering. (Later to be known as Alex). Fiancé been wanted to get a new phone but wasn’t eligible to upgrade with the Edge Program yet. Alex checked and said he eligible to get an early upgrade. Fiancé was overjoyed and settle with a Galaxy Note 5. The whole process was smooth and pleasant. Alex been really helpful and threw in a few small jokes. Fiancé walked out a happy boy! Will be coming back when the rest of the family is due or ready for an upgrade!

Cheap sales tactics lousy service and the store manager Mike told me to go fuck myself when I asked to return an item they did not disclosing properly

I went there with my girlfriend to upgrade my phone and Rachel was very nice and helpful. We didn’t waste any time and left the store happy. Thank you Rachel!

Had a great experience buying a new phone from Luis. Make sure you ask for him, the next time you get a new phone, he will hook you up.

I wish I didn’t have to give these scam artists one star. DO NOT – I REPEAT– PLEASE DO NOT go to this verizon location. Unless of course you would like to spend four plus hours on the phone with the real verizon customer service trying to solve the massacre that this location will cause to your plan (and your life!). Honestly, you walk in and feel like «hmmm this looks like a verizon store, but wow this feels a little sketch.» Believe me, it is sketch! And you should drive a little bit further to the Pleasant Hill or Walnut Creek «legitimate» locations. I won’t even try to explain the absolute scam that I accidentally fell for and hope you trust me enough to just not make the same mistake by walking in to this store. If you don’t trust me, that’s fine, but maybe you trust Verizon customer service who are about to perform a «360» investigation on this location because of what happened to me.

***NOT a real Verizon store, please do not make the mistake my mother did and understand that this is a Verizon RETAILER. The nearby actual stores are on Contra Costa Blvd in Pleasant Hill, and near the Cheesecake Factory Walnut Creek. You should ONLY go to the actual stores.***
Why does this even matter? Because retailers are in it for the commission and don’t have big brother Verizon really watching them. My mom and I were taken advantage of into paying more than we really should have by an assistant manager (!). I hate to be the disgruntled reviewer, hate to be writing this uncivil review and hate to be accuser of such things, but the truth is I have spent many, many hours this past few weeks to fix the incredible screwups that L did to my account. Shame on him for conning my sweet innocent mother!
My mom’s phone broke, and I told her to go see if she could get a new battery for the phone first and «do not buy a phone without me». What happens? She got convinced into buying a phone. I thought, ok, whatever, just let me look at the bill. She was eligible for an upgrade but instead L signed her up for the Edge, which she doesn’t need. I immediately called Verizon and asked to take her off Edge. They told me the phone had to be returned, and because it came from a retailer and not a store, I had to return it to the same store.
So I trek to the mall and try to return the phone. L is there and I tell him she is not supposed to be on the Edge, it’s cheaper with her upgrade and I’m returning the phone. He keeps tapping mysterious numbers on his caculator without really showing me how he’s coming up with the calculations but I try to give him the benefit of the doubt, even though I see now he was being unclear, giving me different numbers each time, and avoiding direct answers to my questions. I should have stuck to my gut and been firm in returning the phone, because in the end of it all, I finally discovered it cost THREE HUNDRED DOLLARS MORE to do the Edge which L did not tell me.
He then changed the subject, says he could save us a ton of money by changing our plan to a shared data plan. No we can’t, my bro has unlimited data, the plan can’t be switched. He says, yes it can, and tells me it will be $ 40 cheaper, my bro will just be on a sub-​account. Although still skeptical, I decide to try it and vow to be diligent about checking up on the plan. L gets on his phone (because he is a retailer he has to call it in) and I am listening in and making sure things are correct. He then leaves the area to finish the phone call (another red flag), comes back, says the changes will occur in a few days when my new bill comes. L gives me his cell phone # and says I can text him with any problem. I thought that was nice.
The very next day, everyone (but bro) is over their data (OMG!) So I text L and he says he will call me. Great, also nice, but when we talk, he says he is not sure why, but it is probably just an error and should resolve itself in a few days once I get the new bill. This was unsettling, so I call Verizon myself. They told me that was NOT true and I was being charged for going over, but they can retrodate my new plan to my last bill so my data wouldn’t be prorated. I seemed to have corrected this problem, but the bad feelings are increasing…
I then try to log in and view the bill. It is $ 40 cheaper like L says, but I somehow can’t see my bro’s. It took me hours and several days on the phone to finally figure out that my brother’s sub-​account is separate and I had to have it reset to log in to view it. So I finally get on to his sub-​account and he has a separate bill?! Of $ 140?!? You have got to be kidding me… I call Verizon and ask them to put the entire plan back the way it was. I am so done with this retailer and decide I will not be working with them again. I call and complain to L’s manager.
So I FINALLY finally finally figure out, that the Edge is $ 300 more, A DAY AFTER THE 14 DAY CUT OFF. I could shoot myself. I call Verizon and beg, but tell me that I would have to take it up with the retailer. Fantastic. Like they will want to help the person that called and complained. Sure I’ll try… but as I suspected they said it was past the cut off, etc.
THANKFULLY…after all this mess… I ask a Verizon supervisor over the phone if he would please just credit me the $ 300 that was lost, we’ve been a customer for over 10 years, please don’t make me go back to that retailer etc etc. And he says YES! He also says he is going to investigate what happened at this store. Phew.
Maybe L just didn’t know what he was doing and didn’t mean to cause such a mess. I would really like to think that. But even if that were the case, if you want to avoid issues, please don’t come to this store and any other retailer for that matter.

Recently upgraded my phone to the Samsung Note 4 at this location. I had a fantastic experience, Mike and his whole team were extremely helpful and knowledgeable, got me everything I needed and I’ll be doing all my future phone upgrades here. Good job guys!