We needed extra memory for my wife's phone the A01. We were sold an SD card for expansion, but did not like how it was divided up once we installed it in the phone. We decided to go another route. It was when we decided to return the card we discovered we had not received a receipt from the saleswoman. We tried to return it as most stores can look up the receipt. The owner said he could not until we showed it was actually bought. We went back home and printed out the VISA receipt. We returned the third time and they tried to find the item in their records, spent my time looking through their computer and "pinging" my phone. Then the owner told me they don't accept returns on SD cards. What?? Could you have told me that at the beginning of this process? Wasted a couple hours of my time. AND they aren't a Verizon official store, they are Victra now. Terrible service. Go to San Leandro, the official store. They were able to help us quickly with our problem and didn't even charge us. We will not be back to Castro Valley read more

I am 70 years old and felt it was about time I gave this "sexting" a try so, I just bought my first "Smart Phone" here at the Verizon store in Castro Valley. I was welcomed to the store as I entered and spoke with Bryan the Store Manager. He explained all the options and helped me select a phone - an iPhone SE. It is an older model but, it was not out of my budget and had most of the features I might need. Apple will be bringing out their new iPhone in two months so, Bryan felt that this SE would introduce me to all the bells and whistles and when I wanted; I can give this phone to one of my kids and get the newer phone in a year or so. The point is - Bryan did not try to up sale me into something out of my budget. Bryan has good communication skills and explained all the charges in a way that was clear to me. My eyesight is not the best so, Bryan helped me get registered on line and set up my phone. I had a very positive experience at this. Verizon store because of the Store Manager, Bryan. read more

Update... I was able to work directly with Verizon customer service and they were able to restore my phone within 2 hours! Also, it took me 20 minutes to order a new phone over the phone! Lesson learnt, do not go to an authorized reseller of Verizon. Just order a phone directly by calling *611 and do it yourself! They blame Verizon customer service because the staff here lack training and the manager hides behind the back office doors. He can't face a problem and can't help his own employees. So don't think he will help solve your phone concerns. read more

one word.... SANAM ! she provided excellent customer service for beginning to end .. walked in very upset with At&t , and walked out with one of the best experiences i've ever had with any cell network provider, ever! it was the best decision to switch over and a huge shout out to Sanam , thank you very much for your patience and helping me get setup ! 10 STARS to you!! Once again, thank you very much!! read more

Thomas was rude. He supposedly is the Manager. I would not have him scrubbing the toilets. After 5 hours of dealing with Verizon and not knowing that you could not return items that were sold at Victra/Verizon stores to just Verizon stores (which makes no sense). I spent 5 hours dealing with it and then had to drive 45 minutes away to return the item I was not pleased with. Thomas refused to give me cash (as that is what I used when I bought the item at another Victra/Vorizon store). I proceeded to explain how upset I was and that although I spent all day on the phone I was not trying to be bitchy but I was totally frustrated. I stated how awful my experience was and that I don't know how anyone could work for them, and Thomas said that the issue was my fault and I made it a bad experience. Funny I have worked in Customer Service a very long time and that is never something you state to a Customer, especially knowing nothing of the issue or my experience. Although I was very frustrated with the lack of communication, the fact that there was not working equipment at two of the stores I went to, the indefinite hold times, and inability to correct the simplest of issues... Most everyone was polite. Except Thomas. He is the reason I will be going to a different phone service. Thomas needs to be fired. read more

I did business with this place and deeply regret it. I'll attempt to keep my comments factual and not emotional. You can draw your own conclusions. This is NOT Verizon Wireless. While the big sign out front says "Verizon Wireless Store", the name of the company is actually "Wireless Store". It took a total of 4 hours and three trips to get us setup between ordering the phones and making a second trip to pick up and activate the phones. They do not stock phones. They order on demand. They did not give me an invoice for the order and promised to mail it. They did not. Another 2 hours to troubleshoot my Samsung Note (Camera Failed). Had to make 4 trips to replace one phone. They had to inspect my phone before they would even order the replacement causing another trip to the store. When they finally had my replacement phone I was told I could not replace the broken phone because I threw away the original packaging. They told me I could get a refurbished phone. When I asked why I wasn't told this before, verbally or in writing, I was told that all businesses require original packaging. Having done business with the real Verizon Wireless company, I know that they do not require original packaging. Additionally I was told that I needed the original invoice. When I reminded her that she never mailed me one she printed it for me on the spot. I asked for the manager's boss' contact info and was told that they could not give out that information but that they would have him call me. That didn't happen. I asked again and the manager said they she did not have a boss at the moment. I asked for the next level higher and she again told me that she could not give out that information but that she would have them call me. No calls to date. On five different occasions I did not receive a call from the store manager when she promised to call. Ten times I tried to call her and did not received a call back. Multiple calls were answered with the following two messages: - "The Mailbox Number you are trying to reach is not in service. Goodbye" - "Hello, no one is available to take your call. Please call again." In the end, because my wife and I had the same phone I was able to use her packaging. The Manager had to get special permission from "Corporate" to allow this. Summary: Total Time spent: 12 hours Total Calls: 14 Total Calls not Responded to: 10 Total Trips to the Store: 7 Days between the camera problem reported to replacement: 19 Follow up calls on my satisfaction as a customer: 0 They still owe me a receipt for the exchange of phones and a protective glass cover. I'm not holding my breath. read more

We came here to get a family plan and for my son to get a new phone. The family plan was excellent and my son's new iPhone was about half off after discounts and gift cards. Sanam was very patient and helpful with us. She put in a lot of time getting everything just right. The best! read more

Went in here on two separate occasions to get some help. Both times I was waited on by the heavier set woman and both times she was rude. Not only could she not help me but she had a horrible attitude. She was so unhelpful I walked out the door and right into the AT&T store next door and ported my number over to there service. Because of that woman and her horrendous customer service skills Verizon lost a customer of over two years. read more

Yesterday, I walked into the Verizon store on Castro Street Boulevard because I need a replacement phone. I had an awesome experience with the sales person. He was the only person in the store so I felt very safe in this current environment. Frankly, it's the only reason that I went into the store. In our conversation, he told me he was grateful for working and that he is working on a biology degree towards possible medical school. After leaving I was asked for a recommendation by text from Verizon for a review, which I did. Today it was a different story in our now messed up world. I was a little nervous that I was walking back into the store realising that this business can be really germ filled. I really thought that I should be ok. I told my same sale person from yesterday and another who I recognized about my review to put them at ease. I'm sure that they knew that I was nervous also. This is where everything really turned bad!! A man walked in to the store masked and gloved up, most likely for his job. While in the store for a few minutes he proceeds to drop his mask and blow his nose into his handkerchief. When I say blow, it was over the top and he kept the handkerchief in his hand for most of the whole time. The good news is I don't think that he did it on purpose. He proceeds to ask questions while touching everything. This went on for what seemed like a lifetime. I couldn't believe what I was seeing and the two young professional salespeople remained calm. I made a slight comment to my new biology student / possible med student salesperson and he professionally nodded back to me. When I walked out, I'm sure these two young professionals were shaken to death. This was a very much a life and death situation in my opinion. Verizon you can have your two employees call me if they need any therapy. I'm not a health professional but a human being with a clue. I love my new phone because your salespeople under extreme pressure knew what I needed. As a sales professional myself, this is very high praise!! read more

I was scammed here. Switched from AT&T after 6 years, thought I was getting a good deal only to realize much later that all the discounts I had asked about was denied which all false! Told me I couldn't trade in my old iPhone for money, said I couldn't use my kaiser discount because of promotional plan and then charged me 10 bucks for a service never rendered that I was never told about. Do not go there! I'm going to go back to AT&T read more

I will never go here again. I was in the market for an iPhone 6 and decided to give a local place my business. I called for 2 hours to see if they have the phone....no answer. I then visited the place and found that the only employee there was helping a guy with no shoes, no shirt and a pot belly...ok, I will wait, the employee did say "I will be right with you" but 15 mins later, I was still waiting. This person was not buying a phone, he had an old POS phone that he wanted to be programmed and the employee was too dumb to let him go even when this guy wanted his phone back. I couldn't take it no more and started to walk out. The employee never tried to stop me or ask what I wanted and let me walk out. This business lost out on a $200 sale from me, but most likely 500+ in the total price. I bet this place will shut its door within a year. read more

Seyar took good care of me! His good costumer service and knowledge helped make some good choices. Thanks again Seyar. Good branch

Rude staff here every single time I go in. Has anyone noticed that for some reason this place is always "robbed"??? Are they trained to say that, are the employees stealing phones or what? There's never any news report about that place being broken into and looted. I've been in 3 times over last 6 years and every single time they always say "oh we were robbed last nights we have no phone available" or "sorry our place was robbed and they stole your phone we can order a new one if you want" don't go here. Especially if you need a new phone read more

With service that is extremely slow, I wasted a good hour waiting as 2 clerks helped 2 customers, ringing up only one during this time span. With a line of 2 other customers in front of me, it was clear I would be here for a few more hours before reaching the front desk. I cut my losses and decided to make my purchase online. If you value your time and have business at a Verizon Wireless store front, try your luck at a location with more sales associates on staff. read more

The New Management is great!!! Anythony the DM is pleasant to work with. I love working with Sanam. Any time we have questions and concerns, she helps us immediately! We have come here for phone upgrades, plans changes and new phones and the customer service is excellent!! read more

I know businesses can't control how many people show up at once, maybe this location doesn't have as much traffic, but I was pleasantly surprised to find that I didn't have to wait long at all. I want to thank Ben for his excellent customer service in helping my daughter and I upgrade our phones. He was very polite and clear about our options and reviewed each cost/fee line-by-line. read more

I think it's safe to say that I have pretty good luck at any Verizon store I visit, and this one is no exception! I went to get a new phone since mine was on it way out. The male employee who helped me was extremely patient and helpful. I didn't feel any pressure at all to purchase something I didn't want and I got the right phone. Since the phone had to be ordered, I returned a few days later after receiving a follow-up call that it had arrived. By mistake I arrived little later than closing but the guy was still happy to accommodate and do the transfer! Now, I wouldn't expect this kind of service considering I was late, but it just goes to show you that at least one of their employees cares enough to go above and beyond to make sure a customer leaves happy. This will be my go to Verizon place. read more

I had such a great experience with Seyar yesterday! He helped me get a new phone and was so patient with me and my current broken phone issue. He was professional and kind and full of knowledge. He gave me advise on my current phone plan which I totally appreciated! It was refreshing to get excellent customer service during this tragic time of uncertainty. THANK YOU Seyar! Keep up the great work! read more

BUYER BEWARE!!! Based on rebate information provided to me by the salesperson at this store, I decided to move from T-Mobile/Sprint to Verizon late last year. Today, I'm happily moving away from Verizon. Overall, the Verizon phone service isn't bad, but the Customer Service can be an OUTRIGHT LIE at this location. I was sold to move to Verizon based on rebates for each of my 3 phone lines. I got 2 of the 3 rebates and each were less than quoted. The problem is the separate sales departments and rebate departments at Verizon can play off each other so there is no accountability on what a salesperson says vs what you will receive for a rebate. BE PARTICULARLY CAREFUL if you ask for rebate information in writing before you commit and you get answers such as THE EMAIL INFORMATION WILL BE SENT TO YOU in a day or two. Once you commit to the service and you have no rebate information in writing, you have no recourse except getting the runaround between the rebate and sales departments. The rebate department will even tell you qualify for a similar rebate if you actually didn't qualify for the quoted one to appease you on the phone, but when it comes down to receiving the rebate information or rebate itself, they will give you the run around or appease you by saying expect a message on your account with the rebate information in X amount of days. DO NOT MAKE any decisions based on quoted rebates by a salesperson at this location or Verizon in general. read more

Tiana was very efficient and helpful.. I was in and out. Needed a new upgrade for my 13 yr old daughter and she made the experience painless! Thank you read more

Be warned. Bottom line - I went in and bought something and updated my call plan. They modified my call plan in a way that Verizon hit me with extra fees. (Not so good). I called them about it that same night, and a new saleswoman did not know what was wrong, wouldn't help me look into it, and said I should just call Verizon. She also said there were customers in the store, so she had to go. That's pretty cold considering I was just there earlier that day. So they'll take your money, but good luck if you need their help. I will not be back. read more

I upgraded to new IPhone 11 from Google Pixel XL. Worked with manager named Thomas that guided me through the activation process,. Phone book transfer, pictures and apps was also done and also set up my new Apple ID, emails and any other type of password. Time well spent. This is what I call Gold Standard Customer Service read more

I never write reviews but feel like this one is a must. I had a terrible experience at this store. I went into the store on a Thursday in order to look into upgrading my older iPhone. I was given a great quote for the new iPhone 12 (with a slight change to my plan) and I put in an order. I received a call the next week to pick up my new phone and when I arrived I was told that the price that I was quoted could not be honored. I explained to the sale associates that their colleague had quoted me the price just a few days prior but they told me there was nothing they could do about it. I felt very disregarded by the sales associates, felt like it was a complete waste of my time, and felt it was extremely unprofessional. read more

Best service ever. I came in because my camera wasn't working and asurion made me wait to head back. They couldn't fix my camera so I upgraded. Seyar was so helpful. He spent almost 3 hours making sure my information was transferred over for my work apps. Last time I lost everything but Seyar went above and beyond for me. 10/10 service. Thank you for the amazing service read more

My fiance and I walked in to upgrade his phone. We walked in and there was one person working helping a really cute family. Fine. No problem. We were not greeted. We sat down and waited. And waited. And waited. A man poked his head in from the back to see if the person needed help and they said no. He did not greet us either. After ten minutes of no one acknowledging us, we walked out. We're patient but how can you just let customers walk in and not acknowledge them at all? I've worked in customer service for almost 10 years and that is inexcusable. read more

Horrible customer service, I came in to see about getting a new iphone, I wanted to come in person to see the phone for myself and compare it to the one that I already have. This phone is a lot bigger than the one I have now and I asked if there was a way that I could hold the phone to see how it fit my hands and to see how it would fit in my pocket. All the phones are in security brackets which I understand is to prevent theft and robbery. I offered to give them collateral such as ID, credit cards, cash (more than the cost of the phone), and car keys so I could so that I could just hold the phone and see how it fit in my pocket, I know that this is possible because I used to work in the industry and I have friends who still do work in the industry however they would not let me do so. Now that's their right to do so as employees, it's understandable if they feel nervous about letting someone else hold the phone for theft or for their job security, however the person it was handled and the response was pretty rude and unprofessional, and I can see why the store has only a three star review overall. Looks like I'll be staying with AT&T and doing my business there, I called ahead after leaving and they said they would let me hold the phone and get a good feel for it before I made the purchase. read more

I went to this store today and they have a serious problem. Flies (dead and alive) all over the store as well as maggots everywhere. They seriously need to close down the store and take care of the problem. Absolutely disgusting. read more

Great service. Extremely helpful. They even offered to help transfer data to the new phone. That has rarely happened at other Verizon stores. read more

This store is nice but employees are unprofessional and very rude! Not going here again

This was a regular old week day at a regular old time and I kid you not, I was there for about three hours while my mom tried to buy a phone she had already selected. For the first half the time there was just one employee helping customers. He informed us the other employee was on break... When the other employee came in it wasn't much better. Each interaction lasts at least an hour! With this being something that is not strange to them, they ought to have hired more employees. This was a necessary but awful experience. I think that they know that phones are a necessity, so they don't put the effort to make it a more enjoyable experience for customers. Very annoyed. Luckily I got to grade some of my students' work while waiting, but had I not had anything to do.. I would have been complaining on site much more and been much more angry. Not good, Verizon. read more

Very Bad customer service. Is it bad training? I got notice to come in for new Ph Upgrade as old flip PH. G3 has been running week. The folks behind the desk.. I am the only one in the store. Asked some ?s.. They said the phones that less than 30 minutes ago Version said are 4g up grades for me. I wanted to see the sizes one was less than 6x3in,, She told me those phones I wanted are old and they don't carry them. . OK do u have any in this size.. Nothing from her as I am looking.. I asked again as I found a small apple and a small Samsung.. Nothing from her.. I asked if she worked there? ( Maybe she was a friend of the other gal) She said yes and she does not know the sizes.. I said this looks like the 6x3 ... again she doesn't know anything about them.. I asked can u or somebody look it up , there on line less than 30 min ago... She said. she only sellsphones... I guess that means no info.. BUY or by! .... WELL I AM BUYING But not from some incredible BAD customer service store.. I Do NOT Reamend.. read more

I don't even want to leave one star, this place is the absolute worst. Customer service is non-existent. I waited in the store, at the register, for about 15 minutes without even being acknowledged. When I walked in the only person that was working was with another customer, I get it, but he didn't even say hello or tell me that he would be with me soon. Nothing. If you like pricks with horrendous customer service then go here, if not drive an extra 5 or 10 minutes and go elsewhere. read more

I was in the store yesterday at about 7 trying to get a new phone and pay off my old one. Nothing fancy or special but Enrique Gonzales made me feel fancy and special! He is the greatest phone salesman ever. I have been dealing with phone stores for years, and I have worked in retail for even longer. This is textbook sales. This guy knows how to make you feel like a human being not just dollar signs $$$. Doesn't matter where you are if you want a new Verizon phone go to this store!! read more

Our contract with Tmobile finally expired so off to Verizon for a few new phones. I arrived in the store at 715pm, and realized they were closing in 15 minutes and was dreading having to come back in the morning. I explained to Arcadio what I needed and he said "no problem". He set us up with the new IPhone 5 and a basic one for grandpa, got the perfect plan to support my daughter's instagram/email needs, so everyone went home happy. Thank you so much! read more

I've been to a few different Verizon stores around the area and have pretty much decided that the only store worth going into is this one! Chris has been so helpful on multiple occasions, I can't even believe he's real. He is always very professional and courteous and is definitely on your side. The list of things he's done to show exceptional customer service is extensive, but to name a few: 1) He helped me get a free network extender. My home gets NO reception and Verizon was telling me I had to pay for a network extender. After talking with him and getting advice on how to handle it, Verizon sent me a free extender. Score. 2) He gave me an extra battery for the hotspot I purchased so that I could work remotely from my Chromebook. The battery life was less than ideal for an entire day, so he just gave me an extra battery. Free. I love free. Later, when I came in and told him I was still having issues, even with two batteries, he gave me a battery charger so I can charge both my phone and hotspot without being plugged in. Free.... Did I mention I love free? Because I do. 3) He has waived overage charges for me. 4) He gave us a great deal on a phone for my daughter, reducing the original cost by a significant amount. I'll stop listing stuff because I don't want to get carpal tunnel raving about the service here. But probably if I did get carpal tunnel, he'd figure out a way to fix it. Because seriously, I've never had such amazing customer service. I'm shocked that anyone would say that the employees here are rude, because my experience has been polar opposite. Amazing customer service. Amazing. read more

I'm not sure why this store has gotten such bad reviews. Each time we've gone in there, everyone is very friendly and helpful. My husband went in yesterday as he is considering upgrading his brick, er...I mean, old phone. He was concerned about what would be transferable and what he would lose. The customer service rep, Russell, was very helpful. He assured my husband that the things he was worried about, like contact data, photos, voice mail, wouldn't be lost. He also offered to take his otter box apart and clean it for him so he could see his screen better. I know it can get busy in the store and sometimes people have to wait, but I think that is true at any store. It's great that we have a Verizon store right here in Castro Valley. Give them a try! read more

The worst customer service! They employ kids who don't have a clue about the offers or plans. The store managers and senior employees usually are all present in the store but don't care much for the customer or to answer any open qns. They made me loose a great deal on a phone that i waited so long for even after i went there thrice to close the order. All due to simple inefficiencies! Just don't go there... read more

The service is excellent. They are very knowledgeable. I do not know much about technology but they make it fun to learn. They are patient and respectful. Now I don't have to dread asking questions about cell phones!!!!! read more

First time yelping. Only reason is because the fellas Russell and Masood did a great job taking caring of my needs. I didn't purchase anything. Just went in for a tech question and they took their time to assist me with what I needed done knowing I wasn't going to purchase anything. Thank you!!!! read more

My favorite place to get my phone repaired or replaced! One of the guys named Enrique was quiet an expert on how to get a phone to work while the other 2 workers who were new couldn't figure it out so when Enrique had another customer to deal with he came over and helped us and changed the phone over! He should get a raise or a promotion! read more