My general complaint is that Victra changes a $20 "setup" fee for each new or transferred line and this is on top of the Verizon $30 setup fee. Thus, for each line I ended up paying $50 each! And, I brought my own phones and thus the "setup" was very minor and was essentially programming the new SIM card and installing it. Also, I was not told that Verizon would also charge a $30 setup fee. Save yourself some $$$ and find a direct Verizon store. Otherwise, the staff were knowledgable and were efficient. read more

I always bought my phones directly from Verizon but I took a chance and went to a retailer. I am so happy I did and was lucky enough to have DANIEL help me. He told me exactly what was wrong with old phone which was what the 3rd. level of technicians told me at Verizon tech coach. He spent time going through all the phones. I have a weak internet signal at my home and the I phones 11 or 12 would help. I decided on the I phone 12 max only because of the screen size and camera even though Daniel said the I phone 11 would do the job. I'm 75 and technology is not my strong point. He made sure I understood how the phone works. I still have some questions and he wants me to come in and he's going to help with everything. He told me what I would need and best of all what wasn't important. Because I trusted him I ended up buying my cover , screen protector, charging stand and other accessories from him instead of going to Amazon. He is the best. read more

These folks took advantage of my elderly father in law. They said he could be added to my plan and he would get a credit for getting a new phone. The credit never appeared on my bill (after 3 - 4 months) and now I'm stuck with having a higher phone bill because of the phone purchase. These people are liars and crooks. I'm surprise Verizon continues to do business with them. I'll never visit this store again. read more

I came to this store for the Manager, George. He helped me a long time ago at another store and proved again his interest in customers and knowledge of the products Not all stores are equal, and the staff makes a big difference. I recommend coming here for mobile phone issues, and I strongly recommend asking for George. Thank you read more

I can vouch for everything that "The Dude A" wrote. I bought a tablet from this Lafayette store 2 weeks ago and the same thing happened to me. I paid for the tablet in full on the spot, yet this store put me on a monthly payment plan for a year!! Verizon has no proof that I have paid for tablet so I am spending HOURS to get this straight. They also put a lot of pressure to buy overpriced accessories. BUYER BEWARE!!!!! read more

I went in here to set up my new IPhone 12 Pro Max. It took a while to transfer all my data to the phone. Tamim was supportive, professional and helpful throughout the whole process. He managed to transfer all my data and apps to the new phone. He was also was great in helping another customer and myself at the same time (super multitasker). It's hard to find good, solid professional help during these difficult times but Tamim did so. I will definitely come back for future help, purchases and services with my phone. This place is the best. read more

Really appreciative of Jose's support. He's fantastic. Prior ownership/former worker had really screwed up my account and Jose went out of his way to help me resolve. This is a very different store and level of support than last year. read more

Terrible experience. Their advertisements are just bait and switch. Get a text saying I could get a new phone at no charge, but actually I first needed to upgrade my service at an additional $56 per month. Got an a better deal on the Verizon web site. Add to that the employee was clearly uninterested in his job and was probably happy I walked out so he didn't need to do anything. Too bad because the location had much better service in the past. read more

Here we are, 5 years after my first review. How could a business remain so bad and still open its doors each day? I guess profits on each sale are so great that the irate returns aren't enough to affect their bottom line. I won't go into gory details this time, but offer some advice; don't try to call them. Their manager admits that the phones haven't been working for "a long time". Don't try to call the cell phones that the salespeople offer; they don't answer them. For a company that sells phones and phone service, I find this ironic. read more

I had a great experience with Lacey at the Verizon. I was able to make an appointment easily. She was super friendly and helpful. So gracious. Highly recommend! read more

Take the one star reviews with a grain of salt, and keep in mind how many of the "issues" they report are either Verizon policy (i.e. not the fault of this franchise) or self-inflicted wounds. I had a perfectly good experience purchasing 2 phones here. All happened in a reasonable amount of time and everything I was told has turned out to be true so far. My wife's iCloud account decided it didn't like her anymore (too complicated to get into here, but trust me it was effed up beyond repair) and we went to Apple Store to have it wiped and reset. Of course they require a receipt to ensure they're not helping you steal a phone, and of course I forgot the receipt (see "self-inflicted wounds"). Desperate and not wanting to waste my Genius Bar appointment, I called Victra and fortunately got Manny, who'd helped me before. He remembered who I was, and got a picture of the receipt texted to me within minutes of my call. If that's not great customer service, I don't know what is. Thanks again, Manny. read more

Worked with Lacey to upgrade both my phone and my daughter's phone. She was super friendly, helpful and informative. Made the process simple and easy for all of us. Thank you! read more

Buyer beware... very tricky and deceptive sales tactics. Time wasting... not honest or professional.

This was and continues to be an ongoing nightmare. These people are children masquerading as adults. First, they contact me to say I qualify for a "free" upgrade. We go down to discover that free means $300.00. We declined and left. They contacted us again to say that they had a deal for us. We went back down. Got 2 pixel 3 phones for $800.00. Far from free. We got home and neither one of the phones worked. We went back again. They did some adjustment and sent us out. Got home and my phone quit working altogether. Won't even come on at all. Hers will not work as it should still. We went back again. They told me that I should drive Fremont to get the replacement phone on Christmas eve. (Fifty miles one way) I told them I would not do that. They seemed surprised. They then told me that they would order a new phone for me and I could pick it up the day after Christmas. Still no phone on Dec. 28th so we went down again. The tattoo and nose ring girl that waited on me was so rude and kept rolling her eyes at me. We had forgotten the charging cord, so I sent my wife home to get it. Asked if we could do the paperwork ahead of time so we could go. She refused and said she needed to see it. She kept getting more snarly, so I asked the manager if he could help me so we could get out of there. He stood up and did a performance about how I did not respect his staff (must have been his girlfriend) and that he was not going to do anything for me. I demanded a refund. (14 day any reason refund). He said "That's not going to happen". Then give me my phone to which he says " I will give you a # to call". You need to go through Google to get the replacement". They have my replacement phone in hand and won't give it to me as a punishment for upsetting his girlfriend. I still have no phone that works. I have called the parent company and Verizon and am still in a dumpster fire with them. All they needed to do was give me the phone they had in hand and the whole drama would go away. They won't. Nice. read more

If I could give NEGATIVE stars I would !!! This place is terrible! A guy named JUSTIN was beyond rude to my mother who is in her 70's. He ripped her off and then when she went to ask him some questions he told her to leave the store. They are completely incompetent and have never been able to help me with my most simple of requests. They over charge. DO NOT GO IN THIS PLACE!!! read more

How can a wireless retailer NOT PICK UP THEIR OWN STORE PHONE?!!! I called in to ask a simple question and spent WAY TOO LONG on a supposed answering loop that ultimately wasn't going to connect me to a live person. That's it Lafayette store!!! read more

I came here to get a new phone. I exchanged my iphone 10 for a new iphone. I was told the new phone would be free with the upgrade. My bill increased anyway and when I called Verizon they said they never received the iphone 10 I exchanged. I called this Verizon to deal with it and the woman that picked up was aggressive and unhelpful. This Verizon was going to charge me $700 over 24 months for a phone that was supposed to be free. I've spent months trying to get this corrected. Absolutely ridiculous. Terrible experience. Terrible customer service read more

I went to the Verizon Store on Friday March 1 in the morning to purchase a phone holder to stick on my dashboard and it didn't work. I spoke to Justin and asked for an exchange his response was no after I tried to find more than one way so we can together and again he emphatically said no. The reason he kept on saying no he was distracted before I even got there. To me that is not good Customer Service because he is only interested in getting his job done in reality his job is to resolve issues and complains being a Floor and Store Manager. I also found out he did not describe and demonstrate the product on how to use this item. For someone who is s Manager and can't articulate all I have to say is Buyer Be Ware! read more

THIS STORE IS A SCAM!!!! Do not let them sell you anything! They lie and they scam. Don't believe their "special promotion deals" or ANYTHING they have to say. This is NOT a Verizon store. They are a scam. read more

Lacy was great. Helpful. Made switching from Sprint to Verizon so easy with 4 new phones and saving $100 a month.

I walked in an asked if this was a Verizon store (answered with a yes) and now I am understanding it is a authorized dealer. Unfortunately the customer service I received was not with a friendly demeanor or smile. Luckily, I was able to get a SIM card switched out to an upgraded phone for my elderly mother (for her birthday gift). She insisted we go to this location because she has always had very good service in the past. It may be under new management because everything I asked for help with the answer was no or we are going to charge you. I can't believe a data transfer for 10 contacts and 50 photos was $60. I recommend that you go to Best Buy or a Verizon corporate store and they will do it at no cost as long as you are a customer in good standing. Also, I would like to mention that the gentlemen working there are unprofessional, using bad language amongst themselves on the sales floor, slouching in chairs on their phones, I feel like I was in their living room rather than their place of work. I overheard a sale to an older lady that was also answered with a bunch of no's rather than positive suggestions making her feel inadequate. I did hear her say she came there to get help because technology is difficult for her and then she left. Save yourself the trouble, find yourself a corporate store-- usually Verizon prides themselves on customer service and this just wasn't it at Victra! read more

I was asked to call Victra to discuss my experience. The representative was very sympathetic and empathetic. Very professional and helped sooth my frazzled state of mind. This call and talking to a manager from Verizon corporate office helped solve the unfortunate situation I was placed in. Thanks to Victra for listening and Verizon to fix the problem. read more

Lacy was awesome! They were very busy and still so helpful. Definitely come to this location, setting up an appointment is important.

My son and I had a great experience with Lacy!! She was so helpful with the purchase and transition of data to our new phones!!! Make sure you ask for her when you make an appointment. 100% suggest you make an appointment. Thanks Lacy! read more

This location is absolutely disgraceful. I walked into the store today looking to start a brand new plan. Within one step of walking in, I see four store associates talking at the front counter, when the female associate began spewing expletives at the top of her lungs. A couple of the male associates joined her and then was told to pipe down by the (presumed) manager. I turned around and walked out....this behavior is unprofessional and completely unacceptable. Verizon HQ should perform an internal audit of these four, especially the female associate. It's been said that if you get good service, you'll tell 20 people about it. If you receive bad service, you'll tell 200 people. I'm telling all those willing to hear it in the Yelp community. read more

We received excellent service at the 4G/Verizon store in Lafayette. LaRonn was unbelievably helpful. We had a confusing situation - we could not get the new phone to pair consistently with our existing Bluetooth headset. LaRonn spent considerable time with us on this problem, first with the phone we purchased, then with the headset, then with Verizon tech support, and finally with Verizon customer service. By looking at the tech support forums, LaRonn determined that the particular phone model we purchased had a history of not working with the particular Bluetooth we own. It would have been easy for a sales rep to say "you purchased that headset elsewhere, it's your problem," or more likely, not take the time to find that problem at all. Not LaRonn. He made sure that we were taken care of, and with the help of VZ customer service, we are going to receive a higher-end replacement model. Next time I need to buy a phone, I'm definitely heading to the 4G/Verizon store in Lafayette. read more

Great experience here. The entire team is friendly, helpful and gets the job done. They did everything possible to help in my situation. Will be back. read more

Turns out, these a**holes didn't setup my voicemail either...so i was collecting voicemails without knowing. Now i have to wipe my phone of all info and start over in order to get it activated. DICKS! read more

Never have I EVER received such poor customer service that I had to sign up for yelp just to share this awful experience... 1. iOS 8 slowed down my phone, not sending messages (iMessage or regular texts), data not working on wifi, LTE and/or 3G. 2. The store "manager" was rude and extremely unhelpful. Told me that I can either pay a $150 deductible to get a replacement phone (through my monthly insurance) or I can "WAIT UNTIL THEY ROLL OUT THE IOS 8.1 UPDATE." 3. Seriously? When I asked for his last name, he refused to provide it to me. (His first name is ELI by the way). 4. Oh, and ELI is the store manager BY THE WAY. 5. I went to the Walnut Creek location and they are sending me a brand new replacement iPhone 5s FOR FREE with next day shipping (also FOR FREE) 6. Sean, the WC store manager also went out of his way to find a better phone/data plan that is cheaper! Tip for you all- if you want someone to help you who isn't going to treat you like an idiot, go to the Walnut Creek location. The wait might be longer, but the service exceeds expectations AND the store manager (SEAN) is super nice and helpful. read more

After several years it was finally time to upgrade my phone. I must admit I fear the whole process of upgrading an old phone and losing data and forgetting passwords. Nevertheless, I proceeded with caution and Lacey at team Verizon made the entire process seamless. I now have my Apple 13 and it's amazing camera...and managed not to lose access to any password protected apps. read more

My latest dealing with Verizon Lafayette was much like my last visit - very positive. Sean was very personable and took time to answer all my questions despite the late hour and having worked a long day. His associate Manny was also very helpful in allaying some concerns I had. read more

Verizon Lafayette, Ca. A dog and pony show. Fast talking manager and dull mind assistant. Unable to port over all my emails after sitting there 3, yes 3 hours. My tech who knew what he was doing charged me $200 to do the job and correct their errors. The Lafayette manager promised me at least $100 turn I for my old phone. Right! I was given a small portion of that. The iPhone 8 is adequate. Their service sucks. read more

The girl ##### is a moron. She can't do anything herself. She made a customer just wait around for nothing just so she could be free when a certain other customer came in. She was just on the computer and couldn't stop long enough to help her. The lady eventually just left. She is stupid stupid stupid. And maybe a bit retarded! read more

Sean is a cool dude with a calm attitude who got me through a phone transfer(hasta la vista Sprint) despite a number of hurtles and he stayed after hours to get it done. read more

This place is just like dealing with car salesman. I was even told that the gentleman isn't supposed to sell a phone without the purchase of a $250 accessory package.. very unprofessional, go to a corporate store or order your phone online. read more

These guys "canceled" my pick-up order, because they didn't have the phone I wanted, but never actually canceled. then tried to sell me a phone that already set aside for some else... shady. They just wanted to cancel the online order, to put it in their systems. It caused a slew of headaches and hours on the phone with Verizon HQ. read more

A rude sales agent named Bre in Lafayette knows that I can 't make phone calls...I don't have a landline and I can't call until I'm at work tomorrow and I'll be missing conference calls and can't work in the field now. She was not willing to assist and was very condescending. It's imperative that the original Lafayette Team be very selective in who they bring into this awesome circle. These men are respectful..helpful ....and considerate unlike Bre who does not belong there. Since I can't talk on the phone I need help ordering a new one, but how since I'll be taking time from my job and need to be on the phone closing sales...instead of calling to resolve my broken phone issue. BRE was not willing to assist me with. I patiently waited and I asked if she could check to see if I had insurance. She was ABSOLUTELY ANNOYED and said can you please wait for me to log in and then smiled at a man sitting in front of her. After she sarcastically said yes you are insured she turned back to the man and said....sooooooooooooo sorry as though I was a heathen. For the sake of Lafayette residents send her to Walnut Creek where they are all rude and condescending and keep the team you have had there for years; don't change what is NOT broken. Can someone contcat me to assist me in getting a phone. WHERE IS TEAM JOE!!!!!!!! read more

I needed help during the corona pandemic. Kirk was able to help me over the phone. He went beyond the call of duty. He was so helpful. What a gem of an employee. read more

I called 611 on my Verizon phone to ask some questions and was answered by a machine. I stated my problem and it immediately said that it could be handled on their website, transferred me over and disconnected. Lafayette was close by so I went to Victra and Nick was super helpful. read more

Yesterday I went in to the Verizon store in Lafayette to get a new phone because I was due for an upgrade. I went with my dad because he is the main person on the account and I needed him to access the account. They said I could pay off the phone month by month, but that I would need to pay an additional $99 in-store for a "set up fee". My Dad then left the store because I didn't need him to authorize anything else. That's when things started to get weird. The employee told me to pick out some accessories for the phone, but I said that I didn't need any accessories. They then told me that the "accessories bundle" (a case, screen protector, and charger) came with my new phone, that it was part of the "set up fee". But when they gave me my grand total, it was way over $99 that they had previously told me. I asked for the price breakdown, and it turns out that they were in fact trying to charge me for the accessories bundle (about $100). I told them again that I didn't need any accessories, and that it was very misleading to tell me that that these came with the phone when in fact they did not. That's when two other employees came over to me and started bombarding me with strange information. They talked about state taxes, Arnold Schwarzenegger, lifetime warranties, and $15 coupons. I told them I didn't care about any of that, and then they said that they were "required" to sell the accessory bundle to me with my phone. They said that because my phone is in high demand, that I must buy something to protect it with. They gave other strange explanations as well, and they all amounted to--you must buy this in order to leave the store with your new phone. I didn't understand this at all, but I was very overwhelmed and wanted to get the hell out of there. I decided to have them charge me for the accessory bundle because they made it clear that I could not purchase a phone without the accessories. I asked for a receipt of every transaction or charges to the account that had occurred that day, and the employee ensured me twice that she had put the receipt in my bag. Just a little while after leaving, I realized that she had not given me a receipt. I decided to go back to the store to talk to the manager with my dad. I was doing most of the talking, but whenever my dad asked even a simple question the manager would not look him in the eye. He would only look at me. One of the first things I asked for was a receipt of every transaction or change made to the account. Immediately I noticed that they had signed me up for monthly insurance, something that was never even mentioned let alone authorized by myself or my dad. When I brought this up to the manager, he said that he had heard his employee pitch insurance to me, and that his regional manager heard me verbally agree to it. I told him that this was absolutely false and never happened, and he repeatedly told me that multiple employees had heard this agreement. This was a complete lie, and I was very angry, but I knew I had to come up with some way to catch him in his lie. I asked him, "When are employees trained to mentioned insurance in their pitch?" And he said, "In the middle of the pitch." I then told him that it would have been impossible for him to hear this because he was not even in the store until the very end of my time there, and neither was his regional manager. He swallowed hard and then told me that it's easy to hear everything in that building and that he (and the regional manager) heard me agree to insurance from all the way in the back room. He literally used "thin walls" as his evidence. I was obviously furious but I knew I had to keep my cool. I went back and forth with this guy for a good 45 minutes trying to get my money back. In that time, he called me a liar multiple times and never took responsibility for his lies or the lies of his employees. He said that it is not "required" that I buy the accessory bundle with my phone, but he did not apologize for his employees who led me to believe this. I finally got him to agree to give back all but about $25 of what they owed me. After even more debating, eventually my dad told him that he was going to take his entire account over to a different company. The manager still said that he couldn't give me a full refund....at this point he was about to lose six lines and customers of five+ years over $25. I articulated this to him multiple times, but he blew me off and said there was nothing he could do. Finally my dad had to tell the manager to actually look him in the eye when he was speaking, and my dad once again told him that he was about to lose customers over $25. The manager then immediately agreed to give me my money back. Unless you like being called a liar multiple times, signed up for insurance without your consent, manipulated into buying accessories for your phone, and lied to repeatedly, DO NOT GO TO THE VERIZON STORE IN LAFAYETTE, CALIFORNIA. read more