Anthony didn't bat an eye when I swooped in 10 minutes before closing, nope! No heavy sigh, no attitude...he greeted me kindly then settled in and spent the next 40 minutes delivering an amazing example of thorough and thoughtful customer service. I'd ordered 2 routers on our family plan but only 1 showed up on his end...no problem, he created a new one, activated them both, and labeled each box so I didn't mix them up. Manager Perla was at home by then, but responded immediately to his text and waived my activation fee. As he was finishing everything up, he noticed that he'd forgotten to put one of the routers back in its plastic bag before boxing it up, stopped, unboxed it and put it in its original packaging. It's not a big thing, obviously, but I remember being impressed by his dedication to doing things right. Keep an eye on this guy; I predict he'll go far! read more

Nico was great! It was so kind of him to come to our home to help us with our TV and internet. He did this after he got off work. God bless him! read more

They are very helpful and try to save me money. Very nice people. I talked on the phone with Nico and Perla helped me in the store. They are both great! read more

My husband and I just came in to switch back to Verizon. We got a great deal for our cell phone service and even upgraded to new phones and added a new iPad and Apple watch. Anthony and Perla were very helpful. Nico really went the extra mile to help close the deal and sort out some of our concerns about the fees. This location is great if you are looking for above and beyond service. read more

Nico is awesome! He helped me when I walked in needing assistance with my iPhone which is on a Verizon plan. He was super nice and professional. He provided some helpful tips regarding my phone and my Verizon plan, and asked good questions to make sure I was well taken care of well beyond what I initially came in for. He definitely went the extra mile. I appreciated that although he informed me about things I might find useful, it was no pressure to buy stuff. I left the store feeling like I'd definitely be back to this specific store for good reasons. Thx for the excellent customer service! I've been a Verizon customer for over 20 years and this is an example of why I continue. read more

Had a bad experience here this morning. Was driving from Sacramento to San Francisco this morning and was looking to stop by a Verizon, anywhere presumably the closest one to me that I could walk into at opening and avoid the long lines typically associated with Bay Area stores. So I get there at 10:18 and front door is locked but sign says open at 10am. I see a back office has a light on with the door open so I knock on the glass door.... no response. Wait another 2 min and a guy arrives at the front door in 49'ers Pajama pants looking like he barely just 2 min ago woke up and splashed water on his face. The store isn't set up to operate. All the phone models were not on their chargers for customers to see and they had to fully unlock the steel retractable guard fence to let me in. Long story short. None of the store computers are up and running yet. So I have to wait for his co worker to do a "demo" before he can sell me a phone. So I just left.. I'd have to wait around wasting my time for their mess ups. read more

Verizon - Storefront - Mobile Phones Near Me - Pinole, California

Anthony was helpful and patient with me even though he was just about to clock out as I walked in. He listened to my concerns and helped me compare the different offers available for iPhone upgrade. In and out with the phone I wanted and for way less than I thought I'd have to pay. Definitely the easiest, fastest, overall best Verizon wireless in store experience ever read more

These people are aloof and totally unhelpful. They quoted me much higher than the rate I was offered over the phone and after switching to Verizon, the only thing the staff told me was that it could take up to 24hours to get service. So I waited. Turns out they didn't inform me that there was one last step, to activate the eSIM in my settings. I'm pretty sure these people just don't want any foot traffic so they give less than halfass service on purpose. read more

Great Service and Unbeatable Deals! I was very happy with the service and the deals they provided. The staff was friendly, patient, and took the time to explain all the options available to me. I ended up walking out with 4 phones for just $100, which is an absolute steal! On top of that, I also got an Apple Watch as part of the promotion. Everything was smooth from start to finish. Highly recommend checking them out if you're looking for a great phone plan without breaking the bank. I'll definitely be coming back in the future! read more

Very helpful and friendly staff. Carlos is very good helping and explaining new products. read more

We went in to return some Verizon equipment. The sales associate made us wait for 20 mins just to tell is that they couldn't help. They directed us to a different store. Also, the store smells stale for some reason. Like really old fast food. read more

CUSTOMER SERVICE is EXCELLENT at this location!!! Specifically, Johnny!! He was so patient with us and helped us find the perfect phone match for our needs!! He was very knowledgeable and friendly! I highly recommend this location and ask for Johnny! Erika P. & family read more

My daughter and I went to buy new phones on Sunday, the day before memorial day. I checked the time before we left. Got there at 4:45 sign said open till 7pm..People and employees inside, lights on and door was locked. Knocked and rang some button outside. No one cane to unlock the door. So frustrating. We went to Best Buy and bought two new phones at sale price. What is wrong with this store. Get new employees. read more

Most frustrating business I have ever encountered. Pandemic or not is there a good reason for having only one employee who spends on average about 45 minutes or more per customer yet does not allow making appointments? Also the curbside pickup here through Verizon is a joke - actually I meant nonexistent. The location is not where you can post curbside waiting for the one employee to come out for your "quick" pick up. There is no such thing as "quick" pick up here. There is also no designated curbside pickup parking here so either Verizon is a total liar or the manager of this store just fails to follow or set up the business requirements. I've been here a total of four times. The first time was supposed to be a quick curbside pick up. However, that was when I discovered that there actually is no curbside pickup whatsoever! Verizon's instructions state that if there is no designated curbside pickup parking available then put on hazard lights while you wait at the curb. That is not a feasible action at this location. You have no choice but to park and walk into the store. Even then you have to first check in and wait for your turn before you can even get your "quick" pick up item. That day I came thinking I just needed to pick up an item I paid for online. "Shouldn't take no more than 5 minutes," I thought. Wrong. With my child in tow we ended up waiting about an hour just to get it. The next two times after that I just wanted to drop off a return item. Check in required. I waited 40 minutes each time before asking how long the wait is and was told, both times, it would be about 45 minutes to over an hour so I had to leave. Who has that kind of time to waste?? My third attempt at returning the same item I came at 10am when they are supposed to be just opening. They didn't open their gates til 10:05 and there was already one guy waiting at the door. (He definitely knew what was up.) 1 hour 30 minutes later I am still waiting for my turn. I ran out of free time so for the third time I had to leave without returning my item. I don't understand how they are able to stay in business?? read more

What started out as a bumpy ride turned into a pleasant experience. Agnes, the manager, was able to help me through a mess. Transferring two phone lines from Xfinity Mobile was most definitely a process!! Never ever sign up for Xfinity Mobile. I had decent service with them but never experience such a complicated process leaving them for another provider. I appreciate Agnes' help and patience to get it done. Also a big shout to Alex. I was leaving the store angry. Talked to Alex in the parking lot which made me return to the store to try again. This time with success. Thank you Alex and Agnes. read more

This a fake Verizon store. I purchased a phone while in Palo Alto and when I got home and finished setting it up, it was overheating and got stuck on the hello screen. I went to the real Verizon store in El Cerrito and they said that I needed to take it to the Victra location to return. The rep confirmed with their manager that they should be able to take it without any issue. I drove over to the Pinole Victra store and the rep said I needed to drive all the way to Palo Alto to avoid a $50 restocking fee. I asked him why... if this phone is defective. These fake stores function in an odd way where they call some mysterious person that makes decisions. He calls someone and they tell him that since the Palo Alto store is in a separate district, they can't do anything for me. I asked him if I could exchange and they said they'd need to order the device... what kind of Verizon store is out of the iPhone 16 Pro Max? I will never go to these Victra stores again. Such a scam and so deceiving how they stamp Verizon logos everywhere and attempt to look like a real store but can't do anything to help a customer out. I am so disappointed that Verizon allows these incompetent third parties to use their brand. Avoid at all costs. PS. Don't give them your $40 for helping you set up your phone... such a scam. No one should be getting charged that on top of the $35 activation fee that Verizon already charges their customers. read more

Terrible experience setting my phone up. Never received gift cards that were promised and exchange for the two iPhones I sent in. I pay more for two phones than I did for three at AT&T. I'm very sorry I made the change. read more

I bought a phone at this store. Agnes E set me up with it. She told me that the accessories (case, screen protector, adaptor) were included with the purchase of the phone. A physical receipt wasn't provided at the time I activated the phone. But I only learned later that I was indeed charged for these items. Not sure what else "included with the purchase of the phone" would possibly mean. If you go through the reviews for this location, it appears that other customers had the same problem with these deceptive practices. I already spoke to customer service at Victra and Verizon but they referred me back to the store. Spoke to Ricardo and he gave me a nonworking email to a regional manager that doesn't exist. Stay away from this location. Edit: I emailed Victra back as soon as they responded to this review. It's been 3 weeks and they never replied back. read more

I scheduled an appointment 2 days before so I can come into store and trade in my phone, but when I got there she told me it was an hour wait even if I made an appointment because they are unable to see the appointment schedule and honor it. Very unfortunate that they didn't reach out to me prior to, or disable the ability to schedule appointments if they are unable to keep it. read more

I had trouble with an existing phone. I arrived at 9AM. Alex said had he had a line he'd have insisted I make an appointment. But he had nobody. He was thorough, fast, knowledgeable, & rather then pushing me through, asked me if I want anything else. I liked doing biz with him & will return. read more

Absolute worst experience ever. Was having a conversation with one of the staff and another staff jump into the convo from across the room and began to yell at me for not "letting her speak " when I wasn't even talking to her or being rude. I simply had multiple questions to ask. They were incompetent and rude. read more

I came here tonight looking to switch services. I called in advance to schedule an appointment. Upon arriving the manager Vaniria immediately tells me that all appointments are full and they are no longer taking anymore. I told her we had an appointment and she said no the call center just makes appointments, she sees her "personal" appointment therefore she and everyone else are booked. No apologies, she was so rude, unprofessional and terrible customer service. I will never come back here. read more

Sent here to pick up a phone by Verizon customer service after an hour and a half of waiting most of the time with the associate on his own phone they tell me they can't give me the phone because the customer service messed up. Told me they canceled the order and rudely dismissed me. Now my mother's service is linked to a phone she does not have because they transferred it but don't want to take responsibility. Stay away don't waste your time Verizon customer service is no help either 24 hours later no resolution and my 83 year old mother is left with no service read more

Great customer service from Hameed Ameen! We were extremely pleased with his knowledge and with how patient and helpful he was with the upgrading process. We need more workers like Mr. Ameen. If he is at this store, I will certainly return. Don't lose him, Verizon. Maria D. read more

I was going to the Piedmont location because their excellent customer service has served me for years; I live in Kensington.. ‍. Followed Josh and and Nai to Pinole, which is closer and less trafficky and I get to go to Target, so win win! Just by two visits I've overheard from other customers that the store is better since they've been there. Not surprised. Highly recommend! read more

Chris is very courteous & flexible. He took care of my situation right way while a staff from previous visit didn't complete.

Today was my first time at this location & let me say that I probably won't be going back. I came on a Wednesday around 11am and there a person getting helped, one person waiting to get helped and one employee on. The employee asked if I had a quick question because another person was in front of me waiting to get helped. The employee himself wasn't very nice and kept getting distracted from his job and just giving out small talk, which of course the customer went along with which took him even longer to help. I swear some people can be super inconsiderate. I was there for about 20 minutes or so and another employee arrived to start her shift. Didn't look very professional and took awhile to help me. Once she asked how she could help me, I explained that I need to take a line off my account and since apparently myverizon is different she directed to call customer service about my issue. I told her that I was going to need an upgrade soon and she chucked at how old my phone was. I was shocked by her reaction and considered it unprofessional - which it was. Unfortunately, this is the closet verizon store close to me, (although I think there is one in the Richmond area) but I know for a fact that the Pleasant Hill location has much better customer service and they actually take their time but without taking forever at the same time. Just avoid the Pinole location if you can! read more

I've never been to a Verizon location where they had incompetent and unprofessional workers-if I can call them that. The lack of knowledge and work ethic was something I've never seen before. My husband is an account manager and he was planning to pick up a phone his mother ordered for him at 10 am via phone. We arrived around 2:30 pm and it wasn't ready for pick up. The employee with black/green hair asked for my husbands drivers license three separate times and kept requesting his number. She then informed us that even though he is on the account that there was nothing she could do because it could take up to 24 hours for them to "pick" the phone and have it ready and that if we wanted to cancel she wouldn't care cause it didn't effect them, who says that as an employee? Every other retailer can get their online orders ready in two hours-and some how it takes verizon 24? With the rude employee + lack of customer service I'm glad to not have to come here-ever again. read more

What I can see is a different store now and not accessorized as I expect. Oh well. As far as my phones, they do what I expected them to do. If I made the mistake and listened to your salesperson and bought an inferior product I would be out of business. I'd have squiggly videos and pics, less optimal usage of practical items, like some really serious apps that are built for speed. Your salesman was cheap selling me when sky was the limit for my family. Whew!!! I really want to name the products however the free advertising, it's just that we all know. We know what we want and will pay. Since it's posted and non negotiable why bother taking someone off their desired product? I saw it as hate and discrimination to be frank and honest, unless there was a contest for sales of a inferior phone...care to fess up to that? read more

I am so pleased!!!!! I have been to the authorized Verizon store in Pinole to purchase phones like 3 times and everyone there has helped me Soooo much from Manager George to Assit Mgr Alex and David was so nice and knowledgeable. I am really impressed (not an easy thing to do) but these people are about the Consumer!!!!! Alex discovered a problem with my account and worked tirelessly to fix it. He stayed late to do it and followed up until it was resolved! I felt like they were not just selling me to get the commission they really care. I highly recommended them!!!! read more

Always a great experience. Alex has sold me my past 2 phones. Even though I could get it cheaper at bestbuy, their service sucks. Alex always sells me what I need depending on my needs. If I ever have any questions, he's got answers. read more

Super knowledgeable and helpful! I had a couple if issues that couldn't be resolved at Best Buy and these guys at Verizon hooked it up read more

I came into this location with the intention of purchasing a replacement phone. When I walked in an hour before closing, a female associate (Ashley?) told me that I'd have to put my name down and wait because there was one person allowed in the store at a time per sales associate, due to covid19. There were two customers in the store and one looked like she was ready to take up a tenancy there. But I figured Ashley would help me after she finished with her customer. I came back at around 6:35 and I guess Ashley had left for the day, because there was one guy there.....with the same woman. Not only was I there, but another woman was milling around outside as well. So basically, there were two potential sales and Ashley was gone and the other guy was dealing with a customer who must have had the most complicated transaction in the history of the world, because what could possibly be taking over 40 minutes to resolve? So, anyways, the guy comes back out and asks me what it is I needed help with. He was fairly pleasant and I told him that I wanted to look at the two phones, because Ashley had told me that while they did not have the phones in stock, she could order them and I figured I could just have them order the phone I wanted. I think this is where it all started to unravel for me. First, the guy seemed annoyed that I asked him any questions and said that he had been "doing me a favor" by letting me even touch the phones. As a customer, that put a really, really, REALLY bad taste in my mouth. This would have been the easiest sale that would have ever been made in the entire world. I basically sold myself the phone, so apparently he was doing me a big favor by allowing me to give the company money? To me, the optics of that statement were horrible. I appreciate that he made an exception, and he shouldn't get in trouble for that, but telling me you're doing me a favor when I'm here ready to plunk down my hard earned money is just really poor customer service. Second, after about five minutes, he started to press me to leave and asked if I was "almost done." The reason there are demonstration phones on display is so that customers can interact with the phones. Rudely pressing me to leave was again, very, very poor optics. If I were him, I would have been working double time to get that lady out of the store so he could make another sale. At this time it was 6:52 and while I'm not hip to the wireless game, I cannot imagine what she needed done that took like an hour to complete. I had to get out of the store and by 6:55 she finally left the store and I was allowed in. This brings me to my third point. I had waited nearly an hour for some kind of sales service. Instead of getting any sort of help, the associate pointed me to the wrong phone, misquoted prices until he was pressed to look up exact pricing and was completely ignorant of the features on either phone. Instead of giving me any sort of customer service, he was busy closing down the store and while he wasn't mean, he was pretty dismissive. Consequently, the prices on both of the phones I was interested in are approximately $25 higher than the retail price online. Had your sales associates been even slightly better, I wouldn't have minded paying the higher price, because I appreciate good customer service. But how you're going to change a higher price AND give poor customer service is a mystery to me. I understand that you're doing your best in challenging times. Here are some suggestions to avoid these situations. 1. If you have a pending sale or a customer waiting AND your other sales associate is clearly on a mission that is going to take forever, just pay a couple bucks to have your extra employee (Ashley) stay a few extra minutes, particularly around closing time. 2. If you have a situation wherein its an hour before closing, you only have one associate and that associate is with a customer who needs an hour long session, assess the situation and when someone comes in tell them that they will need to come back another day. This is far, far, far better than the service I received today 3. Recognize that you're not doing anyone a "favor" by selling them a phone. No part of the sales process is you doing a customer a favor. You're selling phones at a price that is above retail, you're not giving phones away and no one is volunteering to work there. That is a terrible attitude and a crappy thing to ever say to a customer. 4. If you're going to undertake to charge a price above retail, your service should reflect that. I'd have had no problem paying more for good customer service. But making people wait an hour and then rushing them out of the store? Misquoting prices? Not knowing the product? Why would anyone pay more for that? read more

This review is not just for this store, but for the entire Verizon customer service structure. I attempted to purchase a phone last year during the Covid shutdown. My first order was via phone and UPS lost the phone en route. Instead of just sending a replacement phone, the customer service structure is order a new phone. After 3 attempts at ordering something online/, I gave up. I found the closest Verizon store that was open during the pandemic. This was the Verizone aka Victra store in Pinole. I couldn't get the phone I wanted which was a i11 Pro Max so I got what they had available which was a i11 Pro. I went to the store, got my phone set up by the lovely store clerk and I finally had a phone. Several days later, one of the many phones I attempted to order online showed up. This phone was the one I wanted (the i11 Pro Max) so exactly a week from the purchase date I went back to the store and returned it. I paid a $35 restocking fee and got a receipt showing the phone was returned. The next month, I noticed $1195.99 on my bill for the phone I returned. I called customer service and was told that the phone was never received at Verizon. The store never sent it back or it got lost, hell if I know. Neither did anyone else. Even though there is a record of my $35 restocking fee AND I have the return receipt, they didn't care. After 3 or 4 calls I was finally put through to a supervisor who told me she "handled it". The large charge disappeared from account. Or so I thought...... Last month I went online to look at my account so I could find out when my phone would be paid in full. I knew I was paying $99 dollars a month so I expected my phone should be about paid off. I found that the phone I returned was on my bill. I was paying for both phones!! I called customer service on August 28th. Super nice lady. She listened to me, she asked for details on my receipt. But when I asked her do you see that I paid a restocking fee of $35 on May 10th, she finally believed I returned the phone. She told me that she put it through to the "escalation" department. She promised me a call back by the next day. She also promised a call back from the "escalation" department because they would probably have questions for me. A week goes by, not one phone call. I call again and I speak to another super nice lady. She gets someone from this "escalation" department on the line with us. This person tells us that they didn't know what to do with this problem so they just didn't do anything. She told me that her "supervisor" told her to give me this message and promised that the supervisor would call me as soon as she was off the phone. NO call happened. I finally called this Victra store directly. I spoke with the manager who was also very nice. She told me this happened before she was the manager but she would do her best to help me. She told me she can't authorize a credit. That had to be from a higher department and she was trying to get them to handle the problem. Someone from this store called me on 09/16/21 so I could authorize them to handle this problem on my behalf. I duly authorized them to handle it. I have called a few times this week. On 09/20/21 I tried but could not get through to the store. I tried again today (09/21) and the customer service agent did manage to get through to the store and came back with a message. "The store has been calling the Verizon corporation office daily trying to push through the credit. You will be getting a credit." I don't trust anyone at Verizon. Not because the personnel is shady but because the customer service structure is shady. This is a fraudulent charge. I called a year ago to dispute the charges. I called 3 weeks ago to dispute the charges. Only ONE time did I actually get a call back regarding this problem. I asked to be kept updated. Yet nobody is updating me or contacting me. My business is not important to Verizon. Their internal problem of where this phone went they made my problem. I have proof I returned the phone. But it doesn't really matter to them at all. The lack of customer CARE is shocking in my opinion. Just how long does it take to issue a credit for a phone that was returned. How long does it take to make a phone call updating the client? Should I wait another year? In the meantime, my phone bill was due yesterday. Should I pay it? or should I cancel my service entirely with Verizon and go to T-Mobile? Update: 09/23/21 As per requested in the Verizon response to this post, I have emailed Verizon. Update: 10/01/21 I continue to call Verizon and finally was routed to a Supervisor. I relayed the history to him and he managed to help me on the spot. He credited all of the fraudalent charges. And followed up the next day by removing the "balance" on my account for the phone I returned. The reply to this post must have been auto generated as were the two email replies I received from my email. Verizon's customer service is a joke. read more

Did a great job Marina! Thank you. Out the door and on my way through a difficult transaction.

Came in to purchase a phone around 7:00pm. An employee came up to me and told me that they've been busy all day and they won't be able to help me and to come in the next day. She didn't say that they're short staff so I know this wasn't a reason not to help. I did see there was couple of employees working and I saw 1 customer being helped by them. At this point they're just lazy to help anyone, they close at 8pm. I won't come back, I'd rather go somewhere else. read more

If I can give this retail store in Pinole less then 1 star, I would. The worst, I have ever been to. Usually when you walk into a Verizon store, they greet you and right away ask what's the purpose of your visit and how long the wait will be. 3 employees were busy and apparently none of them were able to take 1 minute to even ask what was the question. Horrible costumer service and inconsiderate. If anybody is looking to open a new line or whatever, go somewhere else. This store makes Verizon look really really bad. read more

This is Christine. I don't think I've ever left a Yelp review, and to be honest, isn't it easier to leave a nasty review when you're angry? But, I am writing this review about a young lady I met today at the Verizon store in Pinole who showed exemplary customer service. Her name is Saelym. Saelym should be an example throughout the Verizon organization of how to treat a customer. Now, let me say this, I had a situation that was not Saelym's area of responsibility, not even close. However, when people, whose responsibility it was, were unwilling to help me (they're not affiliated with the Pinole store lol) this young woman stepped up and went completely out of her way to help an extremely emotional and angry customer solve a problem. She did this with compassion, dignity and respect. In a situation where she could have easily walked away, she utilized problem solving skills, and provided a viable solution that the responsible individuals weren't capable of and were unwilling to help me through. She was professional and showed decorum with an innate spirit of kindness that helped me through a situation that was beyond stressful. Saelym spent over an hour trying to help me and did not once say, "this is not my job". She never deflected my problem to someone else, yet the person who was responsible for helping me gave me five different excuses of why she could not help. Every time I responded to an excuse, she found another and actually told me it wasn't her fault but the computer's, even though she represents Verizon. I hope that Saelym's superiors have the opportunity to read this, and I want to humbly indicate that my words are not enough and cannot describe the way she treated me today and I want to thank her. When you're going through stuff, sometimes, you just need that one person who says, "let me help you with at least this one thing on your plate today", for me on this day, that was Saelym. We're all living in tough times right now, and our world is in turmoil. If you deal with the public, please take note of this post and understand that the person you're encountering is probably going through something, just as you may be. We can all take a lesson in compassion. Verizon, you should be very proud of this young woman who represented your company so beautifully today, when others created shame. I'd put her against the best person in your organization that deals with the public and she will score even higher. Thank you so much Saelym, you are an extraordinary and special human being. Kind Regards, Christine read more

I was here 2 weeks ago and the young man helped me name Hameed He was very helpful in the Verizon store with my Samsung new phone and Connected my old information into my new information which was so helpful I thank him so much you have a great worker. read more

Go here if you want the answer to all your questions to be 'you need a new phone.' I stopped in, was greeted quickly and helped right away (good customer service), except that the help was completely unhelpful. My phone, less than a year old, has been giving me error messages, saying its storage is full, which means lots of functionality is impaired, including big delays in email and texts. I tried to fix the problem first myself by putting in an SD card (helped for a couple days), clearing caches, deleting apps even, nothing worked. So I thought they could help me. But the (very nice) saleswoman said, 'you need a new phone.' Wait, what?! My phone's less than a year old! When I tried to explain that that was ridiculous, she responded with a flippant 'oh yeah, that's how it is these days.' You mean, that's how it is for your effing commission! I walked out. Don't go here, they're not helpful, they just want to sell you crap you don't need. Verizon should not contract with them. It's made me consider going with a different cell carrier. read more