Went here to transfer 2 phone numbers. I was told I would get a promo gift card for porting each number. Fast forward a few months I still have not received the gift card. I've been to the store a few times and they keep telling me to call a number. I've called the number about 5 times and they keep saying that I will receive a call back in 1-2 days. Never received a call. No one is available to resolve the issue and they keep punting you to different departments. Issue is still unresolved after a few months. read more

Just buy through the apple store instead of them. I bought my phone through this store based on claims of personal service and help afterward. Unfortunately their care/effort is anything but that. Both times talking to them (in person) and on the phone, they are keen to pass you off to Verizon customer care or assurion the insurance provider. Avoid. read more

I can't speak for the personnel who were here previously, but this new crew is friendly, polite, and really take the time to work with their customers. I came back to the store with a return issue and it was dealt with very fairly by Joe who is the manager. Alex initially greeted me with a smile, a warm handshake, and a "how can I help you?" While having to wait for the manager, I saw how Alex treated all the customers with a sincerely helpful and great attitude. Joe was also professional and helpful with my situation. Be aware that this is not a Verizon corporate store although it certainly looked like one. So they have their own rules and policies. While I do not agree with some of the executive policies ( c'mon $100 restock fee on top of the $35 fee is way too high) the crew here are the real deal! read more

I went to get a phone and i was waiting to get greeted and nothing. They were sitting down on their phone and they asked me what do i need. I was confused because i been coming to this location for years and it looked so different now. I did not see the person that always helped us. I think its time to go where i'm acknowledged also a store that wants my business. read more

I went today to request the price of an Iwatch as well as some questions about the one I own right now . The sales rep was not interested at all in selling or give a good customer service . I left without the iwatch and with no price . Never coming back to this location . read more

PLEASE READ SOME OF THE 1 STAR REVIEWS of this store AND, If you are already a dissatisfied customer, read at least the last paragraph of this review for some IMPORTANT information. You can fight back! Victra is an authorized retailer for Verizon products rather than an actual corporate Verizon store. They do not operate under the same regulations and consumer policies as the real corporate Verizon stores. The quality of the service and the competence of the staff varies greatly from month to month. The staff turnover is very high at this particular store and the name (written in very small letters under the emblazoned Verizon sign) has changed at least 4 times in the same # of years. However, this Burlingame store has been owned by ABC Phones of NC since the 1990's. Victra makes money by selling Verizon products, sometimes at great "bargain" prices, and then tacking on lots of long term and unnecessary extra fees into the contract. Also, they do not back their Verizon products or services with Verizon corporate warranties or exchanges. You then end up paying for repairs or even a new purchase for your "bargain" device. The more you pay for servicing or replacing, the more money Victra makes. You can do an online search for "the differences between Verizon Corporate stores and Verizon Authorized stores" to see how Victra works to the detriment of the consumer. I was offered an "absolutely free" Ellipsis 8 tablet about 3 years ago which I did not esp. want since I had an iPad which I loved. The Victra salesperson persisted, stating that I could give the free tablet away as a gift that would be worth $300 to the recipient. When I found out that I was paying $10/month for a service fee for an indeterminate time (for me: $340, until I cancelled my Verizon account). I returned the unopened tablet for a refund. The staff refused to do this because I had signed a "contract" which no one ever gave to me or could even produce from Victra's records. I was stuck, not only with a very poorly rated tablet that I never wanted but that I couldn't even give away because of it's low ratings and $10/monthly "service" fee. Since I don't like unethical companies or salespeople, I decided to take ABC Phones of NC to Small Claims Court ( which is part of the San Mateo Superior Court system in Redwood City.) I suppose I could lose my case in May but it's time that someone stands up to this deceitful corporation and broadcasts the truth. At any rate, the judge and the ABC Phones rep. will get an earful regarding the unscrupulous practices of Victra in Burlingame, CA. It costs $35 to file a Small Claims case and another $30-$60 to have the case sent to the defendant (the CA rep. for ABC Phones of NC). This is certainly an option for anyone who feels ripped off by Victra's deceitful sales pitches. read more

Buying a new cell phone isn't always easy. There are a number of choices to make when establishing a service based on what best suits your needs. Kanwal, Wilmer, and Jerome are customer-focused and knowledgeable. They were able to find the best plan, device, and accessories that meet my needs and budget. read more

Walked in Saturday morning with the clerk taking person calls while we waited for help. Tried to sell us a phone when asking for help with a phone we had just bought. read more

Briana was amazing! I did my shopping online to pickup in store and she treated me like a valued customer going the extra mile even though the sale was a done deal. The professionalism of the staff is great so just head over to the store and let them take care of whatever you were going to do online! read more

So yesterday I bought a NOTE10 from this Burlngame Ave location (in Burlingame) and I wanted to mention the excellent service that I received. First of all I was trying to decide between the S10 and NOTE10 and they were so very patient and knowledgeable as they layed out the features for both. Wilmer, Briana (she completed the transaction) and Rafael were very attentive and well natured as I mulled over my decision. It can be rare to get this kind of amazing service these days and I just wanted to acknowledge them and express to Virizon how lucky they are to have these 3 representing them. Keep up the good work you all! read more

I went in for a cable for my phone but their price was a bit too expensive, so I went down the street and saved a few dollars. Not the friendliest bunch. I probably would have given them the $30 for a USB cable if they were just friendlier. read more

DO NOT UPGRADE YOUR PHONE HERE !! READ THE REVIEWS FIRST , I WISH I DID!!! Worst experience EVER. I came in on Sunday to upgrade my phone to iphone 7 because of a holiday promotion Verizon was offering. The sales associate told me that today I would only have to pay the sales tax on the phone and an upgrade fee and some CA recycling fees and also with the holiday promotions I get a free phone case, car charger and screen protector. It wasn't until i got home and started looking at the receipt because I thought $200 was a lot for taxes and upgrade fees it was then I realized he had charged me for the case, car charger and screen protector! Never would I have purchased a phone case, a screen protector and a car charger for over $100 when I could get it on amazon for a fraction of the price. I only got them because I was lead me to believe they were free. On top of all this I also received an email the next day from Verizon about an insurance plan that was added to my account which I had ever authorized and when was asked if I wanted one at the store I clearly said "NO". I cannot believe that even after I refused that insurance the associate added it without my permission. I just had to waste more of my time calling Verizon to get this removed. This was truly a nightmare and I will never go back to this Verizon store. I wasted so much of my time at the store to upgrade thinking I was getting a great deal only to find out I was being lied to and taken advantage of. It's really deceptive and morally wrong!!! I wish I had went on yelp to read the reviews because it seems that they have been doing this for almost a year and getting away with it!! I will be contacting the district manager of this store, Verizon and the BBB!!! This store needs to be held accountable for deceiving there costumers. This is ethically and morally wrong !!!!! read more

Beware of this store. The sales people will try to sell SHIT. Dont say yes if they offer a tablet and $10/month. It is crappy and ur paying $10 a month. We made a mistake of trusting this store. read more

BEWARE! THIS IS NOT A VERIZON STORE! Review: I purchased a Droid smartphone at this retailer. In the store, I asked if it was a Verizon corporate store and they said yes. But in fact this is not true. They do not honor Verizon's policies and they are NOT affiliated with Verizon. I tried to return the phone within 7 business days as it was defective (crashing 10 -15 times a day, had a broken speakerphone and the Bluetooth was not working). I had all the appropriate receipts, packaging, etc. They (a) did not offer to troubleshoot or replace the defective phone with a working device since they were sold out of the model then (b) smugly had the audacity to try to charge a $135 "restocking" fee to "return" it -- even though it wasn't working properly, and even though it was within the 14 business days specified on the receipt. Um, why should I be penalized because THEY sold me a defective phone?!?! Here is the issue: The full retail price of a smartphone is ~$600 -- the price you are quoted at the store is what you get when you enter into a new two-year contract. So I had two choices -- (a) either cave to JW Wireless' rip-off policies and pay $135 for the privilege of returning the phone, just to be able to start over elsewhere (ie. the Verizon corporate store) with a new contract, or (b) walk away, lose the $199 I had spent to buy the defective phone from JW Wireless, THEN spend $600 on a new one for the full retail price elsewhere. Hope this makes sense. Crazy, right? These are NOT Verizon's corporate practices (they would have let me return the phone and cancel the contract) and to the best of my knowledge violate California consumer protection law. I have reported JW Wireless to the Better Business Bureau. Stay away. Update: Following the initial posting of my review, Yelp has now updated the listing to "JW Wireless" -- previously the store was listed on Yelp as a Verizon corporate store. read more

Worst experience I've had upgrading my phone. Ramon helped us and clearly lied to us about the charges we were receiving. He told us that a phone case, car charger and screen protector "came with the phone" but waited until after I signed for my credit card to review the charges with us. I thought something might have been up but after already spending 1.5 HOURS there I was ready to just get out of there. Once I got home I realized he had charged me for the case, car charger and screen protector! I called the store immediately, spoke to Ramon and he said "well I never said the accessories were free," to which I said that when he tells people they "come with the phone" it is very misleading and any person would take that to believe they were free. He said "oh, well I never said they were free." I explained to him that I do not need a phone case, a $50 screen protector and a car charger because I already had all of those items, I was just taking them because he had be lead me to believe they were free. I also later found out that he added a "protection/insurance plan" to my monthly bill without ever bringing it up to me or asking for my permission. It has been a hassle to get that additional fee removed since. This was truly a terrible experience and I will never go back to a Verizon store to upgrade my phone again. Intentionally leaving out information and tricking us into buying more things than we need to earn commission are deceptive practices and not morally acceptable. read more

Bought a Blackberry and then decided that I wanted to get the Droid X. The staff did their best to discourage me from exchanging. Thought this was odd but the $35 restocking fee made me reconsider. After I learned more about the X I decided that I'd pay the restocking fee so I went back to the store. Again, I was being discouraged from exchanging and it really upset me. Here I was trying to pay Verizon another $300 and they didn't want to help me. I later found out that the sales associate would lose his commission if an exchange was made. Good customers shouldn't have to suffer from a flawed incentive program. The treatment I received from this store was disgusting. So I called customer service. Customer service waived the $35 restocking fee and had the phone sent fedex in two days with a return envelope for my Blackberry. Also, filed a complaint with District Manager and sent letter to corporate office. Will update when I hear from them. As Michael Douglas said in "Falling Down", "I'm just standing up for my rights as a consumer." read more

Initially I was very satisfied with the level of patience and helpfulness. They were able to help me pay off the remainder of my old (dead) phone and helped me, through recommendations, to find a new one. I walked out the door about 1.5-2 hours later with a new phone and very satisfied. HOWEVER, a month later, I find out that I was charged an extra $11 for an insurance on my phone that I was never asked about nor did I want. Also, to this day I am unsure of everything I paid for at the store because the paperwork/receipt did not make sense. The guy mentioned that he would throw in difference accessories, but later only a portion of the accessories were discounted. Thus, I acknowledge that it was my fault for not asking further and assuming incorrectly. After waiting so long, I was out of any patience and just wanted to leave with what I went there for. Hence, only 2 stars for the charge I was not aware of and due to the extra fees/forcefully getting you to buy accessories. I recommend going to legitimate Verizon store for your phone needs. (Especially after also dealing with problems from the Verizon "store" in San Francisco Chinatown) read more

I called the 800 number and they said I needed a new SIM card. I went in and waiting for about 5 minutes while 3 people waited on one woman who could not remember her password. Once someone was able to help, she asked what iPad I had. I wasn't sure and got it confused with my iPhone when I said "I guess it's an iPad 4". Her reply? "An iPad 4" with a blank stare at me and then said "let me have it". She went and got someone from the back who tried to upsale me on my monthly Verizon wireless plan. I told him I only needed a new SIM card - he said they have a deal that would "only" increase my monthly bill by $10. I only need a new SIM card - thanks again! I would only go back here if I simply cannot find another Verizon to go to. Listen to your customers, guys and give them what they ask for vs. trying to upsale them on their monthly plan!!!!! Not a great visit. read more

When I bought my iPhone here. I purchased $200 worth of protect cell warranty/insurance (two years). I was told that it would cover everything from loss to theft fully. My glass recently broke, so I figured it was time to cash in on the support I purchased. I went to this location, they said they couldn't do anything and referred me to protect cell. I waited on the phone for 20minutes. Protect cell said I had to pay a deductible of 150dollars to get a replacement phone. I went to Yea Mac and they said they would replace the screen for $99. I consider the insurance a pretty bad product, because it costs more to have my problems solved with it than without it (a total of $250 more so far). This location was deceptive when they sold me the protect cell, and although they sold it to me under false pretenses, they were unable to refund it. This reminds me of the vegas scams where after one con artist gets your money, the other con artists stay behind to distract you while the first one runs away with it. read more

This is the first VW store I've been to where I wasn't either ignored or pounced on by some sweaty pubescent boy trying to sell me useless insurance and warranties. On the contrary, the polite man (can't remember his name, but he was the only good-looking one in the place) at Verizon was very patient with me and my questions, and was able to talk to me about different options and their features. I didn't feel rushed and wasn't made to feel stupid about my questions b/c I'm a Bluetooth virgin. Just tryin' to put safety first during the (infrequent) times I drive and talk. Anyway, I was walking out of there with a new Bluetooth less than five minutes later. Excellent shopping experience and there is a 30-day return guarantee, so feel free to try things out and exchange them if they're not working out for you. read more

Customer service is so bad. Think you've met rude people? Come here. I went in to see if I could upgrade my phone, but the employee was extremely unhelpful and rude. She repeatedly turned away to talk to her coworkers as my sister was speaking (not after my sister was finished talking, but actual mid-sentence) about getting food or whatever else, so my sister had to repeat herself over and over. Furthermore, the employee did not answer our questions very clearly, pulled up the wrong information, still lacked knowledge despite having our information in front of her, and seemed annoyed that we were even there to begin with. Save yourself the pain and just go elsewhere. read more

Unlike most cell phone stores around, the folks in here (Jon in particular) seem to both know what they're talking about and know how to treat a customer with respect. There is no overselling, no pushing of unnecessary services or fees. I was really impressed. We showed up late one night, and kept Jon past closing with a list of questions about new phones we were interested in. We could have ordered them online, but decided to go back to the store the following weekend to place the order through Jon because we know he'll be a great person to talk to if we ever have troubles with our phones or the contracts. read more

Great service and employees! Adam and rafael were able to help us buy phones and explain our payment plan better. Also great in answering whatever questions we have. I feel comfortable asking questions because they are so easy to approach. Very nice people and willing to help. read more

Update: Go figure they CLOSED now. Bad customer service and sort of surprise because that is the only vzw in that area beside the authorized (EVO) retailer in San Mateo. I am extremely frustrated what had happen. A similar problem just like (Bar S.) from below. I came to upgrade and this store rep tries to offer advice for me not to upgrade. I will only goto the SF, 1 Daniel Burnham Court from now on. Also to avoid downtown SF location. read more

Great customer service! Helped me transfer a line over from another carrier and resolved issues associated with the transfer. It's great to see businesses that put the customer first, and are willing to go the extra mile! Thanks guys! read more

These guys saved Christmas. I went in to pickup a BOPIS order I made with Verizon Telesales and unfortunately the 5 minute pickup turned into a mess due to some problems with Verizon. The store was an authorized dealer and not responsible for the error. They were very kind and helpful. In the end they came thru BIG TIME and stepped in to offer a solution. I still have to wrangle with Verizon after Christmas, but these guys were awesome, stepped up and made it happen. read more

This is probably the best Verizon store I've ever dealt with!! Awesome manager - so helpful & consistently accommodating. My Droid had some growing pains & this store & specifically the excellent customer service takes issues away. Loving my local Verizon store & happy to deal with them in person v. the customer service on the phone that typically frustrates me from their incompetent 'follow the algorithm & script' training. iPhone users & other non-verizon peeps take notes. read more

Please read this review in its entirety. At first I was unsure if I wanted to give my business to this Verizon Premier Retailer. After working with Wilmer I felt confident that I made the right decision. He provided me with a great rate and assisted me with transferring my data and even helped me with the return information for my trade in phone. What really sold me on keeping my business here is Hannah! I had issues syncing my Bluetooth to my car and other devices. Hannah offered to help me sync my phone to my car and walked out with me and patiently assisted me with setting up my Bluetooth. She really went above and beyond to ensure that I walked away with what I needed. Because of her excellent service I am going to continue to work With this retailer. One last thing, I was taken back by the sales team trying to get me to purchase the accessories for my phone. I didn't really feel that I needed to purchase the accessories until I dropped my phone and it did not get damaged. I would consider making this purchase because the items are of good quality. Why spend money on an expensive device and not take care of it, right??? The only reason I am giving them a 4 star review instead of 5 star review is that I think that the sales team could relay a more consistent message when upselling accessories and promotions. I would say don't force people to buy something....rather share the value in what you are providing. Finally, be honest in your sales pitch. This will make people feel more comfortable and more willing to give you business. read more

This was one of the worst customer experiences I have ever had! They are not a Verizon owned store, so you are not going to get the best deals or service. After wasting a couple of hours here, I still had to finish the servicing by calling Verizon directly. Once I did that, I realized that Verizon had much better deals than the "authorized rep" and I had much faster service. The store also charges a fee for their service. I was setting up 4 phones and after the 90 minutes of torture, I was told about the $35 fee per phone (paid to the store, not Verizon). At that point, I did not want to walk away. They do not tell you this up front. The rep that worked with me was friendly, but not very knowledgeable and very slow. Save yourself time, money and aggravation and call Verizon directly. The Verizon reps are dedicated and up to speed. They will work at twice the pace and get you better value. If you need to handle the product, go to the store and browse, but then do the transaction over the phone. Read the other 1-star reviews and you will see a pattern. read more

The manager will was a pleasure to work with. He's very fast and thoroughly explains everything. Will definitely be coming back directly to him for any extra assistance I may need. Thank you so much Will!! read more

So we are walking down Burlingame Ave, having just finished sandwiches in the wonderful French Bakery in Burlingame - La Boulange de Burlingame - and my son who I was dropping at the airport in an hour or so, needed to update his phone so he could make calls while in Paris for the next month. The guys were friendly, jovial and knew their stuff and helped modify settings and connect us with the people to turn on the service for the next month. Too Cool.. Thanks guys! read more

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I been coming to this store for the last 5 years and always been coming to work with the same person Wilmer (the manager) I moved my whole family to verizon because all the help and support I been getting from this person.i can buy phones anywhere but getting treat it in the excellent way that wilmer helped us it's the reason why I keep coming back. I want to make sure that this location gets the right recognition. I have seem wilmer going to service customers that are outside the store that are handicap and he goes and help them to fix their phone issues (technical questions) there are 2-3 stores close to the Burlingame location but the only store I been treat it the right way is here n I want to recommend them!!! Keep it up and thanks again Wilmer!! read more

Just wanted to share a brief but enjoyable experience. I had purchased a new phone from Briana and returned for a question as to use a specific feature. She was very delightful and eager to help. If anyone would like to purchase a new phone I highly recommend seeing her. read more

Very bad customer experience. I ordered two iPhones with Verizon through a monthly "buy one get one" promotion and had everything set up, including migrating my and my husband's phone numbers from other carriers and going through all the applications etc. in the store which took an hour. It was 6/29, the Tuesday before the July 4 long weekend. I asked if we could get the phone shipped to the store by Thursday 7/1 as we had a trip planned and will leave town by Thursday evening. The store associate (Hugo) said very likely but not guaranteed. We said that's ok if it comes after Thursday we can pick up next week as we are going out of town for the long weekend. The associate said no problem, you can definitely pick them up next week. Phone arrived on Friday and the associate called so we MADE AN APPOINTMENT WITH HIM to pick up the phones on 7/8 next Thursday (we will return on Tuesday but the associate will not be in store on Wednesday). Now, next Thursday, I called the store in advance to check if we can pick up the phones today and was informed that the transaction was cancelled because we did not pick up our phones in time. The monthly promotion deal was also no longer available. It is as if nothing has happened. I was very upset - we were told differently and MADE AN APPOINTMENT to pick up our phones on a specified date!! If someone had told us this would happen, we would have made plans otherwise. Either the associate was not familiar with the ordering procedure or Verizon has terrible customer communication and thinks they can just cancel any deal for strange reasons without letting their customer know. It's very unprofessional customer service. I will NOT be switching over to Verizon. read more

I went in to the Verizon store on Burlingame Ave. to add a line to our plan and could not be happier with the service provided by Wilmer at the store. He took time to find multiple plans and discussed the various options with us. He went through each plan in detail and made sure we understood everything, and then, on top of it, found a way to make it even better in the end. I cannot recommend this store, and specifically Wilmer, highly enough. We will definitely go back there whenever we need help in the future or need to switch things up. read more

Great customer service and helpful team. Josh solved our problem efficiently and professionally.

Josh Hernandez is the best ever. He saved me tons of money on my plan and got me all new phones! Saved me $150 off a tablet and got me a free months service on my Apple Watch! He's the truth! read more

Thank you soooo much Lucas and Wilmer!! If you want to receive the most exceptional customer service you can at a phone retailer GO HERE! I came in today to purchase a new IPhone and they made everything so easy, plus they helped ya girl save a ton of money which is always appreciated. I truly felt they were there to make my experience as smooth as possible, never once felt pressured into buying any unnecessary add ons which you can sometimes face at other businesses. True professionals with great attitudes working here at this location. I will most definitely come back to this location for anything phone related. THANK U AGAIN GUYS!! read more

Just left the store. Came in to upgrade my plan and get 3 new phones, but Attendants were talking to each other and did not even say hi nor bye. Well, let me see if I get lucky on the next Verizon 10 mins away from here. read more

Its pretty much protocol regarding data plans, phones etc. I'm frustrated regarding the store itself setting up my new phone , their WIFI was so bad the agent had to go to the Apple Store down the street to set up my phone. ( my suggestion). When she got back the phone wasn't finished , yes I left without a non functioning iPhone XS Max. Long story short, I'd left and went to the Apple Store myself and finished up setting my phone with Apple assistants. I kick myself ! I should have gone directly to the Apple Store. Stay away from this store!!! Thank god there non commercial pilots ;) read more