I paid a premium price for a phone protection film because I was told that if it ever cracked, I could simply return to Verizon and have it replaced. When the film eventually cracked, I went to this Verizon location expecting that replacement process to be straightforward. Instead, I was told that I first needed to contact the protection film company, file a claim, and bring in documentation before Verizon could replace it. I explained that it had been about a year since the film was installed and that I did not remember the name of the protection film company. I asked if the salesperson could look up the information using my account history. He told me he could not do that. The entire experience was extremely disappointing. I previously purchased similar protection plans through Best Buy, and their staff could simply look up my phone number, verify the product I purchased, and complete the replacement on the spot. After waiting in line for nearly an hour, I was ultimately told that Verizon could not help me. The salesperson's response was simply that he "just works here." As a customer who paid extra for what was presented as a convenient replacement service, I expected much better support and a smoother process. read more

Came to return my home internet since it's the only corporate location in the area. The kiosk wasn't working and the associate said he would check me in when he was done with his customer. I was instructed to sit and wait. I patiently waited. A loud and belligerent customer came in and the associate helped her before all the others waiting. Other customers who came after me were helped while I was skipped. Never stepping foot in there again. The only sympathetic one was the security guard! Verizon customer for 15+ years! read more

I ordered a new phone and when i went to pick it up, i was given a previous order that was canceled. I returned to the store the next day to get the correct phone with the appropriate order number and found out that this store gave my phone to another customer. I waited till they looked all over for the phone and was then told to come back the next day so they can re-issue another phone and fix it. I finally got a phone two days later and now unable to activate it. Spent hours on the phone with verizon technical support and was told the phone they gave me was locked. read more

Customer service that does not serve: 6 failed routers later, I rate Verizon as the worst provider.

We shopped around for a family plan among AT&T, T-Mobile, and Verizon. Verizon stood out and got our business, not only because of the package but also the professional and customer-oriented rep, Lorenzo. He was patient, not pushy, listened to our needs and provided options accordingly. Really appreciate Lorenzo's help and we got the plan and service that suit our needs. read more

HORRIBLE EXPERIENCE! SHADY, WASTED TIME, BULLIES And Dewayne is the typical shady sales guys, that will promise you everything, there after taking it away. Had to leave my beloved Xfinity mobile since I was leaving the state out of their service area. I walked into this Brentwood store to bring my devices and get a service plan priced out. Got with Dewayne (biggest mistake ever!) I told him I wanted my bill at a certain rate, what I was brining with me and what was important to me. He priced out a plan and tells me "do you want a free iPad, and iPhone upgrades for free?" Me, "what's the catch?" Dewayne "no catch at all, just pay the taxes, turn in your old phones." Me "naw I'm ok, let's make this simple, I have what I want." Dewayne "just pay the taxes that simple." Me "that simple?" Yes that simple he says, he prints out a quote and he says here is the total for all these new devices and I'll waive all one time fees but he crosses out the monthly bill to reflect a lower payment. He said don't worry about that when you are ready I'll make sure to print out your plan for under $200. Btw want a fifth line free? Well it's basically free, it will look like you are paying it but it will be discounted. I felt all this was too good to be true and said no to the fifth line that I didn't even need. I came back the next day and told him I wanted to move forward. This guys!!! Kept me there for three hours!!! To simply switch carriers. This is three outs of my life I'll never get back, that Dewayne robbed me of. Two hours into building my plan with all these free devices, he comes out with a $400+ monthly quote. I'm like, whoa, why have you doubled monthly bill from yesterday's quote? "Oh, we don't sell stand alone devices, you have to add a line for all of them, AND they have to be on the highest offered plan." Wait Dewayne, you didn't tell me this yesterday, you said no catch and showed me a quote with all these devices and nothing about upgraded lines. And you are not selling me new devices, they were free, all I needed to do was trade old phones in and pay the taxes. Pretty clear direction there... I declined this outrageous bill and all these freebies that wasn't free at all. Now he has to rebuilt the quote as I wanted, bringing all my devices over. In between all this, another shady character generated a referral code to give to me to lower monthly cost and tell Dewayne, keep this quiet but this will help, just make sure to add it before the end. I offered Dewayne, to let me get a referral from a friend instead. He insisted no and that this other code was better and I would receive $15 off per line (x4). Hour three comes around, and my bill is well over $200! Tells me after auto pay and the code it will be well below $200. The referral will last one year and as long as I keep my auto pay activated, my bill will remain the same "for ever" until I make changes of the plan. Well that was a lie because the final agreement clearly states those rates are only good for three years. At the end, he tells me "oh yea, I can't port your numbers for at least 72 hours, but I'll create new lines for you so you have a phone to use, thank goodness I did this for you" WTF! All four of my lines will not longer be able to receive calls on the original number for at least 72 hours?!? And I had just signed the contract?!?!? WHAT BS! As I look at the contract I do not see this "really special" code these shady characters are giving me. Good ole Dewayne failed me again and didn't put in the referral code and that was it, he says. I called 800 several times with ZERO HELP! Even after me providing them codes. I am also told by customer service that you need multiple codes for multiple lines, even though the website says, you can generate up to 10 distinctive codes for your friends. Nothing does it say, 10 codes per each line regardless of the account. I moved out of state and been trying to contact the store manager. Dewayne himself won't giving me that info. I asked my sister in law to go into the store, and they all BULLIED her and told her there is no manager. She stood tall and found the manager, told him I wanted to speak him and to provide me a contact number. She offered to pass the phone and he refused. He refused to give her his contact and said "give me his number and I'll call him" well he also failed a simple task and has yet called me. Just a shame these characters represent Verizon, one of the largest most respected carriers. This is who Verizon is and how they treat their customers. The moment xfinity is in my service area I'm ditching Verizon. read more

Verizon - Convo with Dewayne telling me he won't give me the managers info. - Mobile Phones Near Me - Brentwood, California

If you love spending over 4 hours, that's correct FOUR HOURS, then choose this location. A simple needing to switch from one phone company to Verizon was probably the most stressful experience. Consumers are smart and educated, please stop biasing us with car salesman lingo ," I will get you the best deal, and save you so much money".... Etc. People's time is valuable, please teach your team how to multitask, our sales rep kept disappearing for up to 15 minutes at a time. Kept mentioning promotions that were expired, we would get excited to get such deals, only for him to come back and tell us it was no longer valid. A salesperson should be aware of current promotions not the ones you were running the month prior. My experience was extremely unpleasant, I am regretting that I switched over. Luckily, it's not a long term contract so I might reconsider opting out in the near future. Highly disappointed and wish you can train your employees to value their customers time and not take ridiculous amount of time to do bare minimum!! read more

Came in to grab the iPhone 16 pro the day after release and I was helped by a gentlemen named Khalid. He was very good as explaining everything I needed and also gave me great recommendations for what I should do with my older device and current verizon plan. He was super helpful and knew exactly what I was looking to do when I asked him the question. I recommend his services when planning to upgrade your phone or any questions about your service plans. He deserves a big raise! read more

It's with great appreciation that someone representing Verizon finally responded, however much more has happened since I applied & tried to come to a resolve since 9/29/22. I still don't have my phone, and after dealing with multiple departments, my non-existing account is reporting as a late payment. Please make this all make sense. Again as a Business Owner, I do understand that things happen, however, remedies & escalations that take months make me question whether or not the organization values its customers. Thank you read more

Verizon - Mobile Phones Near Me - Brentwood, California

Today they handled my son terribly. When he first walked in all conversations stopped all eyes on him. He felt unwelcome from first sight. He ordered paid for and opened an account online got pick up instructions. He went to store he recently lost id and has a pic his birth certificate and credit card. The confirmation email and receipt and was refused the phone. We are told to teach our children how to handle business and they are rejected from the start. I understand policy but when the email did not state the information in pick up instructions something should have been able to be done. I called corporate and they said they were willing to work with him. But we talking 40 mins away. Then traffic coming back home. The manager was a smart ass the other people in store was all ass holes. They profiled and judged and basically shut him out. I'm upset because the instructions did not specify which even the guy in store read the pick up instructions and said oh it should say because this is our policy. BS then tell him but we can deliver it to your home. SMH read more

I came to the store to return a phone that had service issues. I've worked for Verizon before so I know the game. These guys have the worst commission breath I've ever witnessed. They don't do anything to help you out, it's so clear that they are just there to make as much money off you as humanly possible. If you're there for anything other than upgrading a phone or adding a line, they want you out of that store as quickly as possible. As I mentioned, I've worked for Verizon before and I know how things are done. I caught them in multiple lies. Nowadays I wouldn't go to any Verizon store. I would just try to get everything done online or over the phone. read more

Dwayne was awesome. i switched phones and lost cellular after the switch. I was done in a minute at Verizon in Brentwood. So grateful for his great attitude at the door, helping me right away, and being knowledgable on the product. Thank you Dwayne (and Verizon) read more

Poor customer service. 6 people were working in this store location. They created long line, because store workers did not care customers in the store. I talked to the store manager, he was laughing saying they are getting updates and changes before service customers. read more

DeWayne is the best worker in this store, he always helped me when necessary, despite the fact that I had to stay late after work. Thanks a lot. read more

VZ was down Thursday May 30th for the entire day! There was no way to contact them for support! The next day it took me 3 1/2 hrs without any resolution. It's Horrible! Double the bill from competitors with no service read more

Warning!!!!! Avoid Verizon at 6041-A Lone Tree Way in Brentwood!!! False representation in their promotions. Waiting for 4 months for promised $200 Visa gift cards that have never arrived. I checked with customer service and was told the promo had expired but some locations were still honoring it and that I needed to go back to store where phones were purchased. Just did that and now I'm told that I needed to go on line for them within a few weeks of the purchase. If that is truly the case why wasn't I (and my husband who was also there) told that at the time of purchase?? Very shady way to do business!!! Your rep didn't do HIS job so let's blame it on the customer!!!!! read more

The employee gave wrong Indians as a result cost was $260 over bill When contacted wouldn't help Switching company soon read more

The service is horrible I wasn't told I was going to lose my phone number I wasn't told about the high charges for my new service I was in told about when I recovered my phone number when I lost it at T-Mobile that I would be charged to activate it I wasn't told my new phone was locked for 2 months and I can't leave anywhere and I won't get a full refund this company is not good anymore I was with them 21 years next year I will be somewhere else I do not know where it has cost me my health and money and so much of my time. read more

Terrible customer service experience. Wait time was outrageous for a Tuesday afternoon. Once I finally got a tech's help, all that they provided was a phone number list for Verizon "Self Serve Options". Literally every single transaction I needed help with, they told me to call "this" number. I closed a line, added a line, transferred service, and purchased a phone without an actual tech's help at all. What's the point of even going into the Store? Two hours of my day and I did everything by myself. Save yourself a trip and call one of the numbers for yourself from the comfort of your home. At least the people on the phone were helpful. read more

Verizon - Self Serve Options - Mobile Phones Near Me - Brentwood, California

Had a horrible experience at Verizon Lonetree yesterday:( We complain when we receive rude and condensing manner we reporting and also we we receive outstanding service we recommend and commend! Ordered two I-13 phones today through Verizon Customer Service! Completely different customer recognition! The Customer service was professional, caring, competent and responsive. We we're treated like the valued customers we are! Thank you Verizon Customer service. NEVER go into Verizon on Lonetree but call their excellent service who appreciates us. Thank you! read more

Today I had to go to Verizon on lone tree. I was not thrilled since my previous visit was horrible, so needless to say I was not thrilled today to come today. But to my surprise I had the best Verizon salesperson @ Verizon ! Emily is amazing, honest, Knowledgeable and patient. I would definitely come back and get an upgrade for all four phones. read more

I thought all the Verizon stores have some rules on serving clients! BUT NOT Verizon in Brentwood! I went today to upgrade my phone and the guy that was at the entrance put me on the list and he said that I have 1 person in front of me. Ok, no problem - I said, but right after me couple of people were coming inside! I WAS WAITING for 45 min and guess what? who came after me they were helped before me!! they have only 3 pers that are working with the public and 1 person at the entrance and when I wanted to go to ask him how much time I still need to wait after 45 min being already in line, he turn around and make himself "busy". Verizon, PLEASE if you still want to have customers, please hire more people and make your services better! read more

The store is amazing except for the ONE First sale person "Derrick" we worked with. Because of him setting up everything incorrectly my watch wasn't delivered with my phone which 4 months later has caused a snowball effect! My watch was to be a promo. We were never given a phone number for my watch Version customer service randomly cancelled it IN ERROR! This added over $485 to my monthly bill as a watch buyout. Since February 1st version customer service couldn't reverse and correct their error. Come the last week in February version customer service told me they would extend my due date to March 10th. That never happened because they still took $672 from my bank account which caused my rent check to bounce causing me to receive a 3-day eviction notice from my landlord. Finally Verizon advised me to cancel/stop the payment of $672. I did what they said and with that I was able to get things right with my landlord. After 3 additional trips to the store I was able to finally get Verizon customer service to reverse the $485 dollars on my account.LIKE I SAID THIS STORE WAS VERY SUPPORTIVE THROUGHOUT THIS ENTIRE PROCESS!!! Today I was trying through Verizon customer service to add my auto payment back because it canceled on my Verizon app. After speaking to THREE DEPARTMENTS they are forcing my bill higher by $30 each month and forcing me to pay my check through September 2025!!! ALL BECAUSE OF VERIZON CUSTOMER SERVICE DEPARTMENT!! Back to the store I go to get this resolved. read more

The staff although reasonably friendly, are totally disconnected from any concept of customer service. After waiting 45 minutes to speak with a rep, my needs were COMPLETELY IGNORED. The girl I met was close to dismissive. Definitely the worst interaction I hVe dver had in 25 years as a subscriber. STAY AWAY ----------, read more

Verizon in Brentwood is an amazing place. I purchased a new phone and the salesman, Felipe, was extremely helpful. I would recommend the store to anyone looking for a new device. Thank you Felipe. Marilys Taylor read more

Terrible service. my grandmother had a small issue with her phone that was easily fixed by ME. She went to the Verizon store to ask them for help and they told her to go home and dial 611??? read more

We are from San Jose, just in Brentwood for a family bbq. One of our phones broke , went in and Tyler helped us out. Tyler is very helpful, and very clear and did not waste our time he got us in and out and answered all our questions and kept checking in when all our stuff was transferring. I was not planing on upgrading but I changed my mind because of his customer service, and I am glad I did. Having been a member for 12+ yrs the service he provided is better than any San Jose store we have been to. Thanks Tyler !! read more

Website says they are open until 7p. Just walked up and 3 employees were walking out closing up shop at 4:45p!! No explanation just a "nope... we're closed!" Verizon's customer service has definitely gone down hill the last few years and it's super frustrating. read more

This store has the Poorest customer service of any Businesses we have come across. This was not the First time yesterday, 06-28-2022.All It happened a week ago,2 weeks ago, one year ago, 2 years ago,5 years ago. Always Poor Service. Managers are supposed to help out, But they do not. The person taking your number(Receptionist) was standing and chatting with the security guard for 45 minutes and did not help at all. Mgr Disappeared for 1 hour or longer. only one sales person left to deal with customer. read more

This isn't a shot a the store, conveniently there's no exact corporate to aim at so maybe pass this up the food chain , I'm sure you at store are great, THAT BEING SAID. Calling Customer service is an automated nightmare!!! Put way too mildly, I called just to check when my upgrade would be received, and I'm an active decision maker on acct, yet they still put me through all the hoops that always ended in them hanging up on me, NEVER reaching a human, and straight DEFLECT, DEFLECT, DEFLECT!!!!!! GREED, WEVE BEEN WITH them for decades!, Sounds like it's time to re-evaluate this con, you can easily fix #VERIZON , I'll channel 7 you , I deserve better and better is out there read more

Apparently they do not know how to order new products. Always a limited supply. Super slow. Wait time 2 hours! And you have to stay near by the whole 2 hours! Customer service in this store on Lone tree could and should be way better then it is. I hope they don't work on commissions. Either way, two less phones the store sold today. Smh read more

I just got a new phone. So l went to Verizon to have the information transferred from my old phone to my new one. I checked to see what time they closed through Google and it was 7 PM. I arrived at the store in Brentwood at 6:40 PM took me about five minutes to leave my car and get to the door. I am handicapped. As I was headed to the door I saw two people leaving out. When I tried the door, The door was locked! They had locked up and left! I called Verizon, and they agreed they were still supposed to be there at the store until 7 pm. Two other people came to the store For service before 7pm. also. I have included a picture of the door that clearly states what time they open and close. They should follow their own time. The public can only make arrangements to come when you're open. So, please Stay open until your stated time. Dee read more

I arrived at 6pm and before we even set foot on the sidewalk a man opened the door and asked if we had an appointment? I said no and we are here to look at a couple of phones to decide which to purchase. We were asked to make an appointment or come back tomorrow. I said don't you close at 7pm? We are just here to look right now...he said yes but it would be better if you can make an appointment. I said forget it we will go somewhere else. He then asked well what phones are you trying to see? Does it really matter at this point you aren't allowing us in the store and you will be open for another hour. I told him the Samsung A21 and Iphone 12 pro...he said I don't have the Samsung right now. Okay...the question remains do you come OUTSIDE the store to tell people they can't come in all the time? DO NOT PATRONIZE THIS STORE WITHOUT "an appointment". IF the people at this facility don't want to allow you in the store to even look at the product how do they expect to make money selling phones? We went down the street to Best Buy and purchased an iPhone 12 Pro Max. HORRIBLE CUSTOMER SERVICE ON THE SIDEWALK. This happened on 4/20/21. I hope the lousy employee earning a paycheck to keep people out remembers the conversation. read more

I wish I can give a 0 stars. This corporate office is the worst I've experience every time I come I never get helped always making excuses unless is a sale. They don't work with their customers or try to find a solution . I came to ask a few questions about my account and asked me to wait and said is almost time to close dong now if we will be able to get to you when it was only 5:45 and the store closes at 7. This is not the first time and I'm sure not the last. read more

unprofessional customer service，Gives you wrong information and also lies. Really wasting my time

This used to be a nice store but not now came into upgrade my phone and got turned away I guess they don't want my business. The web site don't tell you the price of the new phone or how to get a business phone. May have to fine a new carrier. Sometimes you just need to talk to a person. read more

Verizon and Geek Squad are always available to help me out with repairs, upgrades, equipment, support, and finding the best products for me.

Normally when I get a new phone, no matter how expensive, the clerk will set it up for me. Today, my son's phone took a dump and I had to get him a new cheap phone. The clerk who assisted me was very kind, but after I purchased the new phone, he handed me the box and said, "ok when you turn it on it will go through the steps and you will be good to go. Let me know if you have any questions." Off he went to another customer. Thank goodness it was an easy set up, but really? He couldn't wait an extra five minutes? I know they work on commission, but seriously. I did have one question, and I felt bad for interrupting him with his new customer, but I should never have been put into that position. Other than that issue, everything was ok. When I first arrived I was told it was very busy but they offered an appointment time and that worked perfectly. I was able to come back and instead of waiting for over an hour to potentially see someone, I only waited five minutes. read more

Ya know, Verizon customer service just isn't what it use to be. Unfortunately, a lot of places are like that now and not just due to COVID. It's frustrating that so many people really don't want to work so it comes across in their customer service. If you don't like a job where you have to offer customer services, do something else. read more

Buyer beware! Verizon just sent me my first bill and it was over $250.00 when I called they were all first time charges..... then when I asked the monthly charge would be I originally was told $50;was going to be over $100. I had already sent in my iPhone 12 as their marketing gave me an iPhone 13. when I said I would like to cancel they said it would cost me $799.99 for the phone if it was less than 30 months and refused to return my phone to me. I have never dealt it's such an UNETHICAL business. How can they charge you for a phone and also keep your phone. what I didn't say was that I am a stockholder in Verizon and will not discuss with shareholders representative and if this type of thievery is allowed I will sell my stock! there was no interest in finding a solution to the problem and was told atoo Bad. You have to stay 30 months and pay over $100 monthly for 30months or pay $799.99 read more