Absolutely horrible experience. Staff needs better manners and need to learn basics of customer service and how to wear masks properly. I ordered Verizon service and was only using the store to pick up sim cards. First time, they missed sending me an email and cancelled the order. Second time was even worse - wont accept Indian passport as proof of Identity, very rude and wasted a lot of time.

Incredible experience. Went to return a $100 defective item within a week of purchasing. The store manager (MD I think) told me I could either return the item DOA and get a new version or pay a $50 restocking fee. Seems reasonable but I said given the product was defective Id like my money back. He pointed at the contract and I said yes, but the contract says nothing about defective products and another employee told me unopened products can be returned for no charge.He said nope, the system wont allow that. I said OK, how about I exchange my item for a new one then return that new one (which was unopened) for the $100. Nope, the system wouldnt allow it. He told me take us to court if you want and kept saying Ive told you 23 times, I cant do this. He then told me to call customer service which I did from the store.After getting through to customer service they said what MD said is wrong, there is no restocking fee in this case. I found another manager, Cynthia, who warmly took time out of her day to fix it for me within ten minutes. Refund, no restocking fee. All while MD was on his lunch break at 1:30PM.Maybe I was rude and not listening, I thought I was being reasonable but I get these interactions can be tough. That said, the simple fact is another manager fixed my problem while MD simply could (or would) not. Thats about as bad of customer service as Ive ever experienced. Ive never had a sales manager say take us to court when I didnt even bring that up, I just wanted a way to find a solution to the problem. Pathetic and embarrassing by him.EDIT TO REPLY:Thanks for your reply! I understand people have bad days and can be rude, I was probably being rude myself. It happens, Im a grumpy customer, were wearing masks, were both annoyed. What I cant understand is why he refused to help and gave up when there was a clear solution another person came up with quickly. He has my email address in the system and is free to write me an apology for his behavior, I would also take ownership that I was being unpleasant at times in a frustrating situation. That, as said, someone else fixed easily.

Can’t give zero stars on google but this place should get zero stars.Most understaffed location I’ve ever been to. Booked me an appointment for a time that they weren’t open, then canceled the day of the appointment.No one was available to help me.I have the, standard, issue of not being billed correctly for my phone promotion. Go figure.Will never come to this location again.Verizon has absolutely the worst customer service I’ve experienced.

I went to the San Mateo Verizon store today. I met the manager Eugene and told him that I wanted to purchase a new apple iPhone 12. Eugene was very rude and told me that I could only purchase the phone by appointment or online . I also explained to him that I wanted to do the upgrade that would give me a $ 700 dollar for upgrade, he told me that today was the last day of the promotion for that phone. Eugene then left me and sat his desk. He is unprofessional to be a Manager. Fast forward I was at another Verizon yesterday in Palo Alto and they told me that the promotion was good until the end of the month and asked if I would like to purchase phone in store ?. They also would also help set up. Eugene is a big liar and unprofessional!,After I left San Mateo Verizon, I called Millbrae Verizon and they went above and beyond to help me purchase a phone set it up… They also told that the promotion was good until the end of the month.Eugene you need to learn to be professional like these people.

Always quick service.. selection of non phone items (speakers, headphones, cases) is pretty large. They (obviously) push up sells HARD here, but thats to be expected. Use the VZW app to schedule a time slot and skip the wait. Check with your employer too, most larger companies offer some sort of discount.

I got what I needed with a new plan. But, it took forever to get it working. Nobody seemed to get in and out quickly. They did not do everything and I will have to go back for more help.

The worst service, weve been going to this store for a long time and the service has been going down hill for quite some time now. Cant get an appointment, cant get anyone to do anything.

I was looking for phone case cover ( otter defender) they told me they dont have or wont have any in stock and should go yo either Target or Walmart to purchase what I need. After almost 20 years of being a Verizon customer and have decided to go with a different carrier. The San Matwo store is by far the WORST ever. Redwood ca branch is ALOT better than they used to be

This Verizon is really good . Everyone here is very helpful and I like paying my monthly bill in the machine in there.

Staff is pretty rude here, ended up just going to best buy.

Good location, safe healthy maintenance

Quick and competent. Had three issues, all resolved by store manager.

Their system is purposely set up to be impossible to speak to an live representative to discourage you. And when you visit the store, they reply, That is a billing question and we dont handle that. Were sales. You have to go online or call customer service. I have been on hold on the phone for 45 minutes and finally gave up! Their reason, Because of the Covid19 virus. This is cop-out.

Best solution specialists. Very patient with baby boomers who lack IT knowledge. They resolved my phone issue quickly.

Bad service attitude

This store has served all our family needs and helped us navigate through the red tape of provider payments and services. I would be negligent if I did acknowledge how great Michelle was helping us with a quagmire of a broken phone problem. If you stop by you would be lucky if she was helping you

If you have an entire day to waste. Come here and wait for them to serve you. They put u on a list, and when u ask 1 hour later when ur up they say “ oh I’m sorry your not on the list”

I buy sim card and can not use it( Staff in the shop dont unlocked it to me( And I should pay for that time when I even Didt USE IT 65$ WHY? nobody solve my problem. VERIZON VERY BAD MOBILE!

Tony the Manager does not care in anyway about customers. Stay away from this store, Ruined Christmas for family when store notified everyone of purchase. When brought to his attention, his answer was oops, sport. And have a great Christmas, no people skill

Staff at this Verizon store is very knowledgeable and goes out of their way to help with difficult device replacements.

I have spent 7 hours here over the last 3 days and have worked with a number of staff. First let me say if you want to get anything done right for sure ask for Abraham. I also worked with Jessica and she did a fine job. The store managers name is Houman and he is the worst and is incredibly pessimistic. When things didnt automatically work the first time he said to Jessica, while standing behind a pillar like I wouldnt hear or see him, that its never going to work and she should just give up. As he stormed off after giving me and my husband a begrudged look Jessica apologized to us for his behavior because even though he tried to be secretive we clearly heard him. When we finally finished getting our phones he rushed over and was all happy saying we could call him if we ever needed anything and thanks for our service, but I still had a sour taste in my mouth after all his negativity an hour before. After 6 hours we finally got our phone plan set up but were only able to transfer over one of our prior cell phone numbers at the time so we had to go back. When we went back just to port a number over, something that normally takes 5-10 minutes, we worked with Alma. She was very pleasant even after this normally easy process had been going on for an hour. She told us the port had gone through and we needed to wait for approval from the previous provider first so we should go home and we would receive an email in about 30 minutes confirming the port over worked. However 12 hours later I called Verizon and they said that the port was never approved in the beginning because the billing zip code provided was wrong. Alma never asked us for a zip code, so either she or one of the many tech people we were transferred around to just assumed a zip code for us and typed something in. I have spent 7 hours in the store and 1 on the phone with Verizon and I finally have a phone plan with my numbers ported over. Just remember if you go into this location and want it done the first time ask for Abraham!

Alex did not explain well service plans

Bought a new phone and despite confirming my number multiple times, they tied my number to the wrong phone. Ended up having to spend hours talking to Verizon customer service to fix the issue. Completely messed up my billing and lost use of my phone. Absolute joke. Michelle, spend less time talking to coworkers and more time paying attention to what youre doing.

My phones battery went bad and when I got my replacement, I discovered the replacement was defective as well. It wasnt just defective in one way but many. The service kept going on and off literally by the second, the battery said it would last 4 hours from a full charge, and the phone got incredibly hot. I spoke to someone on chat first, who was doing her job as best she could, but offered no good solution as I needed a phone today. I took both my old phone and replacement into the store at Bridgepointe Shopping Center just to have the store employee tell me that a 4 hour battery life on a replacement phone is to be expected because its a refurbished phone. He did agree that it was defective since the service didnt work, but offered no apologies. He said that Id have to wait for another replacement and send the previous phones back in separately. I made it clear on Monday that I had to have a working phone by today, as I have phone meetings all week. Again, no apologies or attempt to right the problem.I contacted Verizon through their chat feature again to ask where I can file a complaint. He tried as best he could to find out where I could file a complaint, but was ultimately unsuccessful. Thats right, Verizon makes it impossible for even their customer service agents to find where to file a complaint! Ive never been so upset with a company in my entire life. Ive been a customer of Verizon Wireless for at least 15 years and its very apparent that Im not a valued customer.

I came here to see what the next steps were for my cracked screen with my protection plan.Ryan helped me through the whole process. He was empathetic and the claim was processed there in case anything needed to be printed. (I dont have a printer at home.)For any verizon needs I will definitely be back.

They didnt have the phone I wanted in store. They couldnt ship the phone to the store, all I had to have it shipped to my home, which was a hassle during the week. The store is nice and the staff were very attentive, but need more inventory.

Verizon authorized retailer on 5 th next door to Michaels and across from Safeway store.Be aware they are only authorized by Verizon not really s Verizon. There policy is different.I had to report them to corporate Verizon Fruad department t.I dont want to discuss what they did Nov 5 2019, but they lied, cheated, its on cameraI upgraded my phone and realized within an hour and came back to return a new phone that was substandard to my iPhone 7 plus. They would not return my phone but they lied, Rafael said he would turn it to me to Verizon, but he did not because Greg the mgr said no.I found out its on the receipt but I did not see the receipt til they charged my account.Be very careful at this fraudulent fake Verizon store . I will post how this saga ends.I will never in my life time go back to a store that stole my iPhone, Im Im the process to fill charges.

This particular Verizon store use to have awful service with bald, buff scary men working there that didnt care. BUT its gotten so much better. There is a girl named Brittany that works there and shes really great! Super helpful and knows her phones! AND because of her... I will go back to that store anytime. I love my new phone too...

Lost my cell in NY, had a replacement sent. Called the Foster City Verizon store spoke to Carlos, he gave me everything i needed on the phone plus some good advice, called into the store saw Alex, he sorted out everything he could quickly and efficiently, but I needed my Apple log on which I did not have with me. Visited the store next day with the Apple log on, saw Spencer, he fixed everything up nicely and was patient with a technically challenged customer---ME, recoverd my contacts and showed me a couple of other need to know items.All in all the best Verizon experience i have had in years.

Didn’t like the service, served by Alex

Fantastic experience. Abraham helped us fix the mess a reseller created. He was professional, courteous, and flat out saved the day, and my account. Incredible store and employees!

Wow is all I can say about the attitude of the guys who work here. After my wife went to a different Verizon store and got them to Match a promotional price from another carrier on a Samsung Note 8 I went to this store to try to get the same thing and I was told the Verizon has never matched promotional offers. I guess some stores do but not this one. The young man I spoke to was very cocky and seemed like he thought he was better than me because he worked at Verizon as a sales associate.

Abraham was very helpful when we were having problems getting our phones activated. If you want things done quickly and from someone friendly, ask for him.

The rep who helped me, Abe, rocked! He made the transition from Sprint to Verizon easier than I thought itd be. What sort of ruined the whole ambience, was when another sales rep, rudely asked us to move out the way, while he showed his customer the phone that I was being shown. VERY RUDE. Other than that.....id say go with Abe!

Abraham was super friendly and helpful. One of the better experiences I had at a Verizon store.

Good place sales people not too pushy very nice interior.

Nash was very helpful and had my phone upgraded in 10 minutes. By far the best verizon store i have been to.

Every encounter I have here has been pleasant and the staff are knowledgeable. My wait time is relatively short, even though they sign you in.

Ivan Cestoni was awesome. Thanks Ivan for helping us out

My wife and I combined our plans, and it was effortless!

Great place

Worst business ever. I read the reviews before me but thought they were two years old and perhaps things have changed by now. Alas, they had not. so I am leaving this review here and on yelp to save someone else some time and frustration.Their service was aweful, the staff rude and unprofessional. It was like trying to talk to a brick wall, completely deaf to what I needed, the salesperson tried to force me into a useless and expensive contract. when I showed him that the service I wanted was on their website, he said we dont provide that in this store!the next store is only 10 minutes away. their staff are helpful and courteous. do yourself a favor and dont waste your time and money going to this place.

Told me I should buy my phone at Costco since they couldn’t compete (!)

Verizon Up is useless this is a joke they giving stupid items that is useless then your reward has exporation. Id rather wait my reward to expired than to get stupid things.

Ive been to this store in particular only about six times, and it was six times too many. The first time was to actually switch to Verizons service. While attempting to, apparently some of my information didnt match (dont know how thats possible since I had multiple other bills in my name.) The employee at the time, Sergei I believe his name was, wrote down a phone number I had to call to get it resolved. The number led to an automated service that did absolutely nothing. I went to the Verizon store on Automall, and not only were they far more cordial, the service rep actually FOUGHT to get my contract pushed through, and I got my phone and service that day. Two years later, I return, to get two more lines added to my plan and have the phones shipped to Arizona. This went against my gut instincts to do it online, and I should have listened. The manger there, Mina, suckered me in by saying she could knock 50 bucks off my monthly bill if I did it in the store. Rather than making good on her promise herself, she passed me off to the obvious Newbie in the store, whose short term memory must have been fried as a child because he asked me for the zip code 8 times before the manager had to step in and take care of it. Not only that, but the order was never closed properly, so when the phones arrived, they had no service, leading to another week long battle with Verizon that eventually transitioned into a TWO MONTH LONG BATTLE that involved them screwing with my credit, making me climb the corporate chain six times before finally getting it resolved, eventually requiring the termination of my account and recreation of it because of the metric ton of screwups THIS STORE caused. If Verizon didnt have the coverage they did, and I didnt need said coverage, I would switch in a heartbeat. Save yourself the headache, go to the one on Automall.

Not pleasant! Just went there to switch from other cell carrier family plan and all 4 new iPhones... all staff busy so I wait & I wait...Then other customer comes in and they just ignore me and go address himSo I walked away

Ok mostly there since my old phone, broken

Due to the recall of the dangerous battery on the Samsung Note 7 they were asking for all phones to be returned so I made an appointment to come in with a nice gentleman over the phone and told him why I was coming. When I arrived they wouldnt accept my phone without the original case and items... funny since this was being reported all over the news to turn them in immediately, including a message from Samsung, that they wouldnt accept the phone without all items and turned me away with a dangerous device that could literally burst into flames in my hands. What a sense of care for your customers...I spoke to my finance about his return at the Napa location and he had no problems at all with just handing the phone in for a new one. I love Verizon as a company but this particular store is appalling. I ended up driving all the way to the Napa Verizon store just to exchange the phone and I was informed by the Napa store that a Verizon memo from their headquarters was sent out after the first 24 hours of the phone recall asking stores to except the returns no matter what. Looks like San Mateo missed that memo. Hopefully they dont get sued.Btw... the Samsung Note was still worth it. LOVE the phone.

If you need to get a problem solved, go to a real Verizon dealer, not an authorized dealer. Aside from problems, they have the best selection of devices as well, and yes, the wait can be absurd.

Great customer service!

This is the worst customer service i have ever had in my in my life i have been with verizon for about 17 years i went in the store to find out about a new phone after standing there for about 20 min i asked 2 differnt people for help i was told that i was next ha bs then i was informed that i had to be on a list so i got on the list then stood there and watched every one else get help that was there after me then i asked when i would be helped i was told agian your up next ha so i sood there for awhile longer thats when i asked when i would be helped when there was 3 people helping one person they told me in a min so i said that i have been waiting for a while the guy said to me 33 min is how long ive been waiting i said yeah since ive been on your list the 2 ladys walked in the door and were helped out soon as they walked in the door .i will never step foot in the door agian ever.Ive never left a review for any buisness but this tops the chartsI suggest that if you want good service go elsewere not here

Good luck, getting quality service

Helpful staff, but usually crowded

Doesnt support dual SIM. Whats the point ?

Super unhelpful staff.

Lady said she gave me insurance when I bought my phone. I broke my phone about 6 months later and had no insurance.Also, pricing is not transparent, long wait times in store.Tl;dr: pull out, abort, dont go to verizon

Poor customer service. Dishonest salespeople who do not disclose details of the deal.

Ive had mixed results here in the past with long waits and runarounds on troubleshooting devices but in my last couple trips, it has improved significantly.

Employees are nice, however the wait time to get assistance is absurd. They really need to evaluated their scheduling.

Poor service

Great service

The service is so bad no body there has a patient with the customers

The waiting time is ridiculous they need to work on their customer service to be more succes : |

Over priced cases and accessories

Good customer service.

If you call the store phone no. you get national customer service, where there is a long wait. phone store with no working phones, great

Wait time of 45 minutes, too long

Good service

Very clean store

Nice

Good service

Where are you everywhere you have excellent signal is Verizon🌍🔊🇱🇷👌👍💪