Visited Verizon this morning to get help with my recent change of service providers. Noel was ready and willing to help me out with my questions. He was very knowledgeable and patient. Thanks Noel! read more

I attempted to replace a defective flip phone for my mentally disabled brother-in-law. I am the owner of the Verizon account (for 19 years) and live in North Carolina. My brother-in-law lives in San Mateo and was in their store. The staff and their assistant manager would not do it while talking on the phone as I was not physically in the store. They insisted he be given account authority. Without even offering to help, they referred me to 611. After I was able to change the account to give full account authorization to my mentally disabled brother-in-law, I attempted to pay for the phone by credit card. As I was not physically in the store, they would not accept payment. I understand rules (in management for 40 years) but have never ever encountered people who absolutely refused to provide any level of service. Totally unacceptable. Attempted to leave this review on the store's Verizon page but it doesn't work. I will be switching to AT&T at the earliest opportunity. read more

My family has been coming here since it's been there. I remember I used to always come in as a kid and my family's plan is still active (although I have a diff plan still through Verizon). I dropped my mom off here to pickup her new phone that my sister bought and when I came back they were trying to upswell and charge her for all these things she didn't need. It was them taking advantage of an elderly woman who knows nothing about tech. My sister had been on the phone earlier with them and told them she just wanted the phone. When I came in they were charging for all these things and I asked what is this and their whole attitude changed quickly. They started removing charges and items which my mom kept saying she did not want. Of course my mom is old and doesn't understand quite what was going on making her frustrated. Also their attitude was not acceptable and the chubby guy has some other issues not sure what his problem is. The manager came back and fixed a lot of the problems. I ended up calling my sister again and she said it outright that they were taking advantage of my mom and told me before I came they had a completely different attitude. My advice just do things online do not come into store. My guess is business is not good in store so they try to take advantage when a senior comes in. We won't be coming back in store ever again here. That being said I can at least say that the manager changed his attitude and made things right at the end, maybe because he wanted to go home and all this was taking extra time past his shift. read more

I'd rather drive to bridge-point then deal with the employee at this location. I've tried 2x to come in and find support / get a question answered and each time I've deal with the same guy who is super unfriendly. read more

Josh, Elvin, & Noel helped me upgrade from an iphone 8 to 16 and I couldn't have gotten better service. They did their due diligence in offering me a variety of deals and extras and were incredibly kind. Victra Burlingame will be my forever Verizon one stop shop. read more

I can't give 0 stars. Idle chit chat was bad enough. Then they try and charge me for a free Verizon service. Then they change my plan WITHOUT my authorization. Never going back to this one. No value here. Edit: I gave them a chance to make things right. I was told to wait over there or to get out. I left. read more

This place is the worst. Clearly the staff is either not trained, or only trained to constantly push scammy features in a dishonest manner. I counted 6 such attempts in the course of a routine upgrade of a single phone. The employee, Noel, was simply wrong and/or dishonest twice. First, on how an upgrade would work in the first place. He explained that I could upgrade without charge, only to have to buy out a phone for a considerable amount. Second, on a litany of hidden charges -- activation, surcharge, new plan(s), and on and on. In addition, accessories are hideously marked up -- e.g. over $125 for a basic phone case and screen protector. Just awful experience -- certainly won't be back. And this experience has me seriously thinking about making a switch in carriers in the new year. read more

This place deserves 0 stars. They are a third party store so all they care about is sales sales sales. This person kept me there for an hour trying to pitch me every 10 minutes when I came in to swap a Sim from one phone to another. He told me that wasnt possible and I had to buy a new Sim and sit and wait. While I waited he asked me non sense bullsh!t questions then would ask if I wanted to buy something else or upgrade. Turns out, I didnt need to buy a new Sim. They could have literally just switched the Sim from one phone to the other and I would have been out in 5 minutes. Their manager encouraged this ridiculous behavior and reminding them to ask about sales. I am really surprised they haven't closed this place down. BTW. If you look at recent 5 star reviews, they are from people who dont review. Fake fake fake. This place is worst than a used car sales lot. Every single store and other carriers have upgrade trade in options. Scroll past those reviews on top and you see 1 star after 1 star from locals. read more

Horrible customer service from Rafael. He did not listen to what I was explaining and wasted time.

Rafael was amazing! He was so knowledgeable and over the phone it took hours. He helped me out in 10'. Stayed late to help me out!!

Walked in and stood in the store for five minutes. Person was helping someone else - didn't look up didn't acknowledge me. I eventually just left with no communication. Customer service is a total zero. read more

Came in to require a service. Rafael was very helpful and knowledgeable. I highly recommended.

My husband's phone got stolen in London. Walked into this store and immediately got help by Jessie- the store manager. Store is very clean and organized. But most importantly, customer service is awesome! Jessie and Rafael are friendly and professional. Within 20 mins we walked out with a phone that's working, with the latest updated plan for the family and saved $45 PER MONTH!! He also gave us 2 Verizon internet gateway, which gives us 1G at $35 per month! All in all, it's a flawless experience and Jessie is awesome to work with! I'll definitely come back to this location next time when I needed an upgrade! read more

Great service! Had an issue with my phone and the representative not only fixed it but also gave me some account credits!

Andrew at burglingame Verizon was very helpful and made sure everything on my account was correct . Thanks Andrew

Seriously a terrible experience in what I would consider a good brand in a very nice neighborhood. If I could give less than 1 star, I would, and I hope that my feedback gets back to management at some level. I have spent a total of 9 hours over the course of several weeks at this store trying to upgrade my phone to a 16 Pro Max. You'd think that going in and knowing exactly what you want to do and what you'd like to buy would be quick and easy but it was anything but. This started in mid November when I came in to trade my phone. Simply put, they said the model, color and size that I wanted was not in stock but that they could order it and it'd arrive in 2-3 business days. In order to do so, I would need to upgrade my plan and agree to the new terms and conditions. Acceptable. Well, after waiting 5 days, I went in to see what was taking my phone so long and was met with a simple "it's still on the way." After 3 more days, I tried again and was told that since I had not picked up my phone for 2 weeks, it was re-allocated to another individual. I showed them an 8 day old order confirmation and asked how that was possible being that I ordered the phone only 8 days and have been checking in regularly on when it'd be available. After some digging, it appears that someone had released my phone to someone else instead of contacting me and telling me it had arrived. Afterwards, I was told that the phone would be available at the Bridgepoint store in Foster City. After going there, they had no idea what I was talking about and had no record of a phone being saved for me. Eventually going back to this terrible store, they said a new phone would be sent to my home address and after receiving it, to come back and complete the trade in. For all the inconvenience, the Manager offered a Gift to make up for everything to which I thanked them and said I'd appreciate that once I get my new phone. Fast forward a week later, I finally got my phone. I went back to the store a week after to complete the trade in and collect the gift and was told they would not be able to accept the trade in and to go back to Bridgepoint to give them the phone. I asked for the gift in the form of a portable power bank and was told that I'd only be able to get a basic charger. I request the employee contact the Manager to which he said he is not available but that he could call him. I request he call the Manager to at least offer the Gift I want for all the back and forth to which he replied "I said I can call the Manager, but I won't." I got very upset and asked why after several attempts they cannot help and the Employee (Andrew) replied that they are Victra, not Verizon. At this point, I leave. After everything that has occurred, all the broken promises, terrible customer service, being sent to Foster City (twice). I'm left with a terrible taste in my mouth and every time I have been in the store, I was "assisted" by Andrew. I will admit that I lost my temper at the very end, but to have him reply back that he can, but will not call his manager, and then try to insist on "giving" me a charger when I do not want one as the gift is horrendous customer service. read more

Rafael gave us excellent service-- he had a huge line and remained totally composed and helpful... I won't be going to any other Verizon moving forward! -Chelsea and Kevin read more

DO NOT UNDER ANY CIRCUMSTANCES COME TO THIS VERIZON STORE !!! BEYOND AWFUL EXPERIENCE WITH ANDREW!! Read to the end of this review because my experience was INSANE. Andrew outright lied multiple times to me and my father about pricing, services, and products. He also harassed me on both my personal cell phone number, which he sent to himself without my consent, and when I blocked him he EMAILED ME!!! I unfortunately was being harassed by an ex boyfriend and came to the Verizon store to chance my cell phone number and trade in my old iPhone. THATS ALL WE WANTED!!!!! He ignored an elderly woman who had had an appointment before us to hit on me and try to scam my retirement aged father. She tried multiple times to remind him of the fact that she had an appointment, and that she had a forty minute walk home, and she wanted to be able to make it home before dark. It got dark out and she eventually left without having been serviced, had to walk home in the dark, and having taped a note to her phone and left it on the managers desk. I was very firm on simply wanting the most inexpensive upgrade. He lied about the numbers. He sold my dad a new WiFi box, saying it's 25/mo instead of 75/mo or something along those lines, which my dad purchased even though he didn't need it. My phone trade in was supposed to ~$5 a month additional charge. So our monthly bill was supposed to go up around $30. When we left, our bill was well over $100 more per month than what we had been paying. Andrew LIED and said that the reason the bill was high was because the promotions would not be updated until the following morning. He also said we qualified for a free iPad and free Apple Watch. I asked him if this was a going out of business sale and he laughed and was like no we just have great deals right now. At this point I can already tell he is a super sleazy salesman and I'm paying very close attention, my poor father was just being taken for a ride. The more I pressed Andrew about the pricing, the more he OUTRIGHT LIED TO ME. For example - at first, he said the iPad wouldn't be available until later that night. I said later this night? Don't you close at 7? He said I live right around the corner I'll be here all night. Then, he starts setting up the iPad, and I see that he's putting cellular service on it. I know this costs $$$ and say very clearly - I do not need an iPad with cellular service. I do not want to pay for cellular service. Take that off right now please. And he said okay no problem. Then, when I go to another store to complain, I come to find out that Verizon does not even sell iPads without cell service. Same deal with the Apple Watch, which was such an old and heavy model at that. I can't even tell you how many times Andrew lied and said the iPad and watch were free. When I went to the store to return the iPad, I got a $70 refund for all the hidden fees and service charges. SO NOT FREE. When I left, my phone number still wasn't changed. He said come back the next day. Fortunately the change took effect overnight. He also sent himself a text from my phone, and then texted me throughout the evening after I left. I blocked his phone number and he EMAILED ME his name and number. Mind you - I specifically said "I am changing my number because someone is harassing me" - I guess Andrew heard that and took it upon himself to step in and fill that role because WTF. And NOW I just noticed that he added international roaming to my phone line. Which I SPECIFICALLY TOLD HIM I DID NOT WANT!!!! FIRE. THIS. MAN. Read the rest of the reviews. Andrew you have some seriously bad karma coming for you. Rafael - you were cool. Thank you for being normal. Sorry your coworker is such a POS I WANT TO ESCALATE MY COMPLAINT. read more

I went with my wife into this store to try and get our account security pin fixed because I was unable to get my account security pin for a new iPhone purchase at the Apple Store. The salesman upon getting the account information told me I had a prepaid plan and would need to buy a new phone outright. I of course already knew that. Then he tried to sell me a postpaid account I didn't need or want. He then went to talk to another customer and my wife and I asked another employee for help. This other employee rolled his eyes in the most unprofessional way when we asked for help, and the initial salesman then proceeded to return and ask if we wanted the postpaid plan. We replied the other gentleman was helping us and the initial salesman said "Good luck" in the most sarcastic and unprofessional way. My wife and I were appalled at the lack of good customer service at this store. We decided to leave, and the initial salesman asked if we wanted the postpaid plan, I said not today since we had already decided to leave. My wife said you didn't help us. The initial salesman again said "Good luck" in a sarcastic and unprofessional manner and we left. The most disturbing part was when the initial salesman followed us onto the street stating it was his break, but then asking us what we needed. We just wanted to leave and never come back at that point. It was creepy and not appreciated. This was the second bad experience at this store. We won't ever be going back. Go to the Milbrae store for quality service. read more

The worst Verizon store, believe all the other one star reviews. The manager here straight up lies about making changes to your account, and when he says come back later to make sure, when you do, all he'll say is he can't do anything and call 611. No more money in it for him, so passes you off to the customer service number. Everything in the store is cheaper on Amazon, so just go there for products. And don't expect truth or service for your phone plans, literally less helpful than the app or calling 611. No point in this store existing. read more

There are 2 guys. Ibrahim, who helped us a lot, and Rafael, who didn't help us at all. Rafael shouldn't be there. We came all the way from San Francisco to pick up our phones that were confirmed via UPS and Rafael told us that the phones weren't there. We insisted, showed the email and he kept saying the phones were not there. Zero effort to check the system and the back of the store. After minutes of asking, he finally found the phones and said that he doesn't have anything to do with Ibrahimn customers. Yes Rafael, you work at the same store, it is your responsibility. Zero effort!! This guy didn't even pretend he was trying to help. I would fire him if I was the manager. read more

@AndrewKostainsek did an amazing job helping me with a phone that I ran through the washing machine. Set me up with a great new phone, patiently worked through problems and identified multiple savings opportunities. Put forward options but didn't push. He even took his break time to walk with me to the Apple Store to ensure my old phone was wiped. Great guy, great store, great service! read more

Verizon - Me and Andrew after a great service experience - Mobile Phones Near Me - Burlingame, California

This person just did not want to have clients today no badge, calls himself Rafael. Next time I come there and see him or hear him talking towards me or my kid , I will call the police. @verizon, watch the video of that person, I have something to show too. WeCare@victra.com below (the owner) never responded back and I haven't got my service yet :-) this is just confirms the low level service... Perhaps need to escalate it further read more

Verizon - He just didn't want to work today :-( - Mobile Phones Near Me - Burlingame, California

We came in an hour before closing because that's when we got off work. First thing the man made clear was he was leaving 9 sharp for his night job at the hospital which is understandable. Then he proceeds to ask if we have any quick questions. So we asked our questions and he answered, but midway through the conversation he tells the customer he was already helping "this is why we lock the door at 8:30 to avoid walk-ins." And he goes on a rant about people coming in close to closing time, it's not like we wanted to come in this late, he could've simply said he couldn't help us at this time. I don't understand this type of customer service, he was rude, sassy, and had an entitled attitude towards us. We didn't even get a simple greeting. With this type of customer service I don't think he should be working here anymore. read more

I too have issues with an employee at this store. I have spoken to Verizon directly. I have written to Victra and I will continue to pursue what I see as four major lies to me and my spouse. We were told that we got a free phone we were told we got another three phone in fact we're paying $1000 for each of those "" Free phones we got a free watch in fact we're not getting a free watch. There is a habit in this store that needs to be stopped and it is how they sell the phones and the watches and the iPads I am speaking with Victor as we speak. I am going to call my charge card and dispute this transaction. Worse yet I've returned my old equipment. I did not receive receipts for them and I was told I would get credits for them. read more

Hi. Went in to upgrade and buy a new phone. Was upsold because we were 2 women.... Charges were suppose to b 400. And change and were charged an additional 600. We were there over 3 hours and had an order for an extra phone. Went in to pick it up and they sold it. How they stay in business baffles me. Don't trust them..... went in to complain about extra charge and they told me I have to deal with billing.... They are BAD news read more

Noel was very helpful in helping me with my business account. Highly recommended. He was friendly and took the time to take care of me and make sure i felt content read more

DO NOT COME TO THIS STORE!! Read all the prior posts here and you'll know why you need to stay away. Andrew, an employee here, likes to mess with all the customers he deals with. I was in the store looking at phones and I overhear him laughing with his coworker, Josh, on how he purposely orders phones and other equipment for people that come in and then sells it back out, making them having to wait and reorder it again. He also adds on loads of subscriptions that we didn't give permission to so he can make money. Do not come here!! read more

There was a guy in there on Jan 14 named Andrew "helping" me. He was the worst. He changed my plan without discussing it. I came in to get a SIM card replaced after discussing the situation with the online rep, but Andrew (a) said my phone didn't have a SIM card port (it does) (b) told me he was unable to put a SIM card into it and (c) started messing around with other stuff on my phone before I left (at that point with a non-functional phone) and went to the Verizon in San Bruno. Where someone very competent put a SIM card in my phone and generally was very helpful. read more

Walked in and manager seemed disinterested and annoyed that customers walked in. Did not smile. Seemed like he could barely get himself to ask us if we had a question. read more

Verizon - Mobile Phones Near Me - Burlingame, California

The worst !!! Also had the worst experience with Andrew who lied and mislead. All he cared about is selling me more and more Stuff . The minute he realized I will not buy any more he lost interest and started talking to other customers . i won't bore you with the details, went back to talk to the manager who refunded me for some of the service ( which Andrew did not provide ) and some cables I did not need. 8 days later I did not get the refund, tried to call the store and was told ( by a Verizon agent) that the store does not take called because they are too busy( more unhappy customers? )Save yourself aggravation and DO NOT VISIT this store!! read more

Rafael Martinez Everytime I come in here, I always have a great experience. Always friendly and outgoing and that's the reason I come in here. read more

I really don't know where to start except I leave behind a 25-year career of retail and I just don't not even where to start of how bad my experience was in the store but hopefully this review will help somebody else to stay away from the store. I was severely lied to and deceived by an employee that was on duty. I was very, very vulnerable because I didn't have a phone and I was supposed to be given a temporary phone For insurance. So I could do my claim. All the things that employee promised me were all false and a lie after I called Verizon today I found out that I can't do anything about it except return the phone and lose money. It was the worst experience I ever had in my life and I feel so sad That retail has come to this...management should know better to train their employees the right way and have them be honest and full of Integrity For the customer But all they want to do is make a sale because it's a commission. I was charged so much money to set up my phone and nothing was set up and I stayed up all night setting up my own phone on Smart Switch after I left the store all night and I was charged $186 and lied to about the whole plan as to what the charges would be promising discount after discount when it didn't even exist after calling Verizon today. Please do not trust this store or any store owned by this franchise. Its not a true Verizon store. Beware!!!!! read more

I went to this store today, and there were two men working. I only spoke with one employee but unfortunately did not get his name. This was such a poor experience that I will never be returning, and I will be switching my carrier from Verizon entirely. I entered the store and explained to the employee that I was hoping to see what deals there were for upgrading my plan, opening a new line, and buying a new phone. I was cut off before I could explain what I was looking for, and was asked to approve access for them to search into my existing plan. Once I did so, the employee continued to interrupt me and instead berate the plan I am on right now and how poor of a choice it is. I tried to explain that I had not chosen this plan, that it was not within my control (family plan), and that I was trying to see options to begin a new plan. Instead of listening or trying to help, he continued to steamroll me and only continued ranting why my plan was such a horrible choice. When I asked questions about new plans, he simply said "pay $65 and then maybe you'll see a good deal. If only you did it before. This is an awful plan." Every subsequent question that I asked was interrupted and answered with a blank stare and a rude "pay $65". He was entirely unhelpful, was extremely short and rude with me, and even argued with me without backing down. I realized I wasn't going to get anywhere with him and left. Previously I had already done my own research on Verizon's website and am aware of many more good deals and ways to do what I was looking for. I had been hoping to find out more about this, but he didn't even mention anything. read more

Jose was such an incredible help. We were trying to switch from xfinity and they were giving us SUCH a hard time. Jose worked with us nonstop, even staying late. He fully advocated for us when needed and called out xfinity agents when they were trying to pull some crap. While we weren't able to succeed with what we wanted, Jose made sure we tried every route possible and it ultimately was not Verizon's fault. Jose stayed with us through an incredibly frustrating experience and really was amazing. The man has patience lol. 10/10 service. read more

Made an appointment, store locked with sign saying at dinner. Finally, employee came and opened back up, repeatedly complained to me about his long hours and no meal break because apparently that's somehow my fault for booking an open appointment and showing up for it. I was able to get a new phone as I had wanted, so 2 stars for that. Should've read the reviews here first before coming as they charge an extra $39.99 fee here that isn't disclosed. Treated poorly and extra fees. Definitely do not recommend. read more

You should all have the great fortune to visit this location and interact with Rafael!! Each time I've needed help or instructions, whether upgrading phones or services, travel options or choosing the right accessories, he's got your back. He's a courteous and professional person with a lot of technical knowledge most of us don't have (or have time to master). LOL People like him, who genuinely try to help others, is one of many reasons to remain a customer. read more

Arguably the worst retail/service experience I've have had over the past few decades. If you can go to any other Verizon, you will have a better experience. This location does not acknowledge customers, does not follow their que and is simply ineffective. I've been with Verizon for nearly 30 years (since they were GTE) and this experience has me seriously considering switching providers. read more

Andrew and Rafael helped me while in the store they got my problem resolved right away and got it all corrected. They also gave me excellent customer service! By letting me know what the promotions are and what fits with my lifestyle and also budget! I will definitely recommend this store to friends and family very helpful read more

Slow and absolutely useless service. Waited 45 mins for them to set up a couple's phone accounts. Cannot comprehend how it could take so long. The place where time stops. read more