Today I called before stopping in because I wanted to know more about the new data plans they have available. The guy told me to come in so they can look at my account and see if it was even worth it to change plans. I came in and the guy that answered the phone was helping someone, so he had another guy come out to look at my account. The guy that was helping me didn't know anything at all and was no help. The guy that answered my called kept leaving the customer he was working with to help the guy that was helping me. The guy that was helping me walked to the back and came out and started helping another customer that just walked in, leaving me thinking are you done with me? The other guy asked the guy that was helping me "are you done with her already?" The guy that WAS helping me replied "I thought we were done" So the guy that answered my call after giving all the details about the new data plans they have said "well you can't even get this plan unless you have an upgrade" SERIOUSLY? You could have started with that when I was on the phone instead of having me come in. Then have me come in wondering if you're already done with me. I was totally pushed aside for another customer. These two guys working on 8/15/15 at 10:30 were very unprofessional and unhelpful. TERRIBLE. read more

I went there to get some technical help with my phone. The woman there couldn't be bothered to assist me. A terrible work ethic. Useless. A terrible employee. read more

My Name Is Traci & I Have Been With Verizon For 9 months & I Wish I Had Walked Into Verizon , Let Alone Spent My Hard Earned Money On 2 Phones & A Tablet !!!!!!!!! My Samsung Galaxy 5, Double Texts People, My Phone Jumps When I Am Trying To Read Texts !!!!!!!! Plus My Phone Makes Wierd Sounds !!!!! All The Employees At Verizon In Pinole , Except Justin , I Have Asked For Help / Replacement Phone & All They Do Is Reset My Phone Or Tell Me To Call 611 !!!!!!!! Neither Idea , Helped !!!!!! I Have Been To Verizon In Pinole 4 Times & Left With The Same Damn Ragedy, Phone !!! I Have Also Been To The El Cerrito Verizon . I Have Insurance & The Phone Is Under WARRANTY! !!!!! I Pay Over $200 Monthly For My Verizon Bills Every Month !!!!!!! Signed Traci Caldwell A Very Dissatisfied Customer!!!! read more

This store has very recently changed management with the new manager being Josh. Josh is very very exceptional in his helpfulness, honesty, and support. His leadership is the exact opposite from previous management which was at times quite poor. I highly highly highly recommend customers to come in and "come and see policy". You will happy that you did because Josh is a once in a lifetime manager. A truly exceptional personality with many skills for this kind of work Signed Dr. Andrew Win PhD, psychologist read more

Went to buy a new iPhone and was told by the employee that they charge a one time $150 dollar activation fee. He started giving me all this stuff I didn't need like a wireless charger and a case and said it was "free". What really happend was that he used the excuse to make me buy the stuff I didn't need and just added it to the bill. And I still got charged an activation fee on my next phone bill. Not to mention they added a protection service, which I did not approve nor ask for. This is shady business practices at its finest! All I wanted was to upgrade my phone. I hope if there is anyone out there who reads this before they go in and attempt to buy any phone or would like to get your next upgrade. Is to just order it online, you can still do it through Verizon to get your next upgrade. This will be the first and last time I fall for that scam. read more

Thanks to this store and it's staff for making the transition simple after almost 20 decades of dealing with Sprint. I will be a permanent customer due to the service level (attention to detail and reliability) I received last week. read more

Wonderful customer service! I had the pleasure of working with Ryan and he was very smart and knew everything and was able to "dumb it down" to me about technical stuff that I don't understand. Two other women were working when I came in yesterday around like 330 to 445ish and they were so sweet and helpful too! Ryan just happened to be the person that helped me and I was very glad to walk out with a new iPhone 6 that he put together in a case and screen protector. I was a little stressed when coming into Verizon that day because of my phone being MIA and then I left super stoked and happy and smarter (he explained things about my account and stuff I didn't understand at first). Super happy I came in. I was not sure at first because I'm not from this area but ayyyyyy now it was all good! Yaaaaas. read more

Very unhelpful. Offered to sell me a flip phone without any features, for $300.00, and to keep my current plan, that has data/texting, etc, as I'm under contract, but to have no benefits from the plan. Offered very few alternatives, and the staff was visibly quite amused that I was seeking a phone that I could afford. I left with nothing. But my broken Verizon phone. I was quite sad. Further, the store doesn't keep the hours that it has posted. The Customer Service number was even worse. Offered to charge me twice and give a different phone number that I don't want. Verizon Customer Service told me to buy a used phone "off craigslist" if I still want an S4....how very unhelpful. I went on the Verizon's website and found the phone and terms I wanted there. What happened to good customer service? No wonder people would rather deal with a robot. read more

I ran into the verizon store literally with 30 minutes to spare before they closed. There were 2 customers in front of me and Justin was helping both at the same time. I was trading in my Samsung S8+ for a S9+ and he stayed an hour past closing to help me!! he didn't complain or try and rush me out of the door which I really appreciated. Thank you so much! Hopefully I won't need to be back soon but if I do I hope Justin is there! read more

George Stover - the Store Manager ROCKS!!!! I've been a Verizon customer for years and always thought their customer service had been better than the competitors -- Until recently. I was pretty upset about their "lack of" appreciation in retaining old customers like me. Thank goodness I found George. He was able to help me find the BEST solutions that not only met but exceeded my expectations and needs. He is so knowledgeable about the products and services. Highly recommend A+. read more

I came in to just make a cell phone bill payment which could of took 10 minutes he wanted to act like if i wasnt there only the other 2 people that was there to get a plan if i wouldnt of asked him approximately how long he was going to take he would of not acknoledged me, i just dont see how people can come to this store i would just take my business to a real Verizon store, Verizon should shut this store down or hire people that really want to work and know what they are doing read more

Went to upgrade my wife's phone. I was prepared for the long wait, new I was going to pay at least $100 in store no matter what we upgrade to. What I didn't expect was the professionalism and thoughtfulness of Michael and Justin. We walked in with mediocre expectations but walked out with a great experience. These two guys worked together to save us money on our plan and added we added tablet. They answered every question we had and was very accommodating with looking for the just he right case. The wait is just what it is, but if you're going to wait anyway and you want knowledgeable and relevant information, go to this location. Great job Michael and Justin! read more

Should've listened to reviews. I think Victra's Pinole location employees have to be some of the most low class and rude people I've ever dealt with in customer service. So much so that I won't be going to any of their other locations. read more

I switched over from T-mobile to Verizon in December 21. I traded two phones for two new ones where i was going to received credit for both that would amount to $1,200. However, when i checked back into my account to see if that showed up on my account and it didn't. I called right away and they told me that it will take three months. Four months in and i still do not see those credits on my account and i owe full amount on both phones. I do not understand why they promised they will handle it and now I'm stuck with the whole full amount for both phones and they took my old phones so i can't even just leave. This is entrapment. It's very unprofessional and when i call to talk to them about it, they don't answer. Be careful going here and please ask for the tracking number for your old phone that you trade in since they do not give it you so you owe full amount on new phones!! They offer these deals to take money off your new phone if you trade in your old and then you get scammed!!!! Just be aware. 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

A WORD OF WARNING for anyone looking to buy or upgrade your cell phone at this Victra Retailer in Pinole! If after reading this posting you decide Not to patronize this store I have accomplished a lot! All I really want is to save someone from any headache and poor customer service such as the one I recently received!! I went to this store thinking that they were an authorized VERIZON store, they are not, they are a third party retailer and they charge you fees that actual VERIZON stores do not, this is FRAUD!! I upgraded my phone and requested to have all my photos and contacts transferred from my old cell to the new one. Salesperson said it would be done with no problem, IT WAS NOT DONE! Instead I had to go to the Apple store to get it done!! LOOK OUT when they ask you to sign and they don't even show you what you are signing for!!!! Later on you cannot complain because they will say "you signed the document"!! THIS TOO IS FRAUDULENT!! This is written in hoping to save someone a lot problems!! GOOD LUCK! read more

No wonder this is one of the lowest rated Verizon stores around. And rightfully so. We understand that it is Covid time... we understand that they serve one customer at a time per representative... we get all that, but we are also in the customer service industry and could tell by their overall demeanor that they do not give a damn about customer service. Registered around 17:24 on 12/15 for what I considered a small task. There was one customer ahead of me, being serviced... they told me it will take between 20 to 40 minutes. Ok, I attended to some other business in the immediate vicinity... when I came back in 40 minutes later, I saw two employees, ladies, helping that same customer... I waited patiently until 50 mins... then one of the employees left the store... I asked the other employee about what the reasonable estimate for the remaining wait time is... she told me anywhere from another 20 to 40 mins... anyway, just got the call at 18:52... now it is 1 hour and 28 minutes (88 minutes later!!)... I am already at home, can't spend so long to see a Verizon representative. Anyway, to me this is embarrassing... and they should be embarrassed too... there is no resemblance of customer service here. If this is the efficiency of this operation I'd think that corporate should take a look... how many customers do they serve actually? Also, if this is anything resembling the speed of customer service in a Verizon location, then they should re-examine their operation... this is not anymore a walk-in store by any stretch of the imagination, as I'd get an audience with the Pope much easier. Overall, I find this a very shabby location and in combination with some previous experience, not worth discussing here, the last time I visit. There are other Verizon stores, which are far more customer friendly and predictable. Dimitar Bojantchev 510-367-8689 read more

Alex and Manny were great in trying to get us a great deal that Samsung was offering if we upgraded our phones. They both spent time with us when knowing that we were on the fence. They looked at several ways to save us money on our devices and bill since we were already Verizon customers. What great service we received and why we LOVE Verizon!!! read more

Great service, prompt, cheerful, and helpful. I was so glad this store was open and serving customers.

I agree with the review below, the staff here at this store is really exceptional. They do care about the customer. Recently I switch from ATT to Verizon and although it is about $20.00, the service is the best in terms of internet speed and dealing with the team at Verizon makes everything even more of a fun experience. I remember one time when I lost my phone just after switching to Verizon. There was a lady in front of me who as I was in line I remember how the store manager (i believe) was helping a customer with her new phone, explaining her the features of her new Galaxy. I gotta say that she did a pretty good job and the customer left very happy. Ok, so going back to my story, the team helped me get a new phone from the insurance plan I had bought and then they helped me connect it. Loosing my phone was not fun at all, but I appreciate the Verizon team's help a lot. Definitely give Verizon and this particular store a chance. read more

The employees here are incredibly sleezy and deceptive. Their main way to make money from getting you on a new plan and have no problem hiding information from and lieing to you. Don't fall for their unethical sales tricks. They might to tell you they need to get approval from their manager and leave and come back. They will make up fake deals. They will lie to you and say they will order you free cases that never come. They will sign you up for a 2 year contract and not mention it. I had to report them to the better business bureau. read more

Dante did an awesome job in helping us switch from Sprint. We recently moved up to the mountains and all the locals let us know that Verizon is the ONLY cell company that offers service up there... Sprint literally had no service up there, which promoted us to switch. Dante was kind, thorough and very helpful. If you need to switch cell providers or need a new phone, I would definitely recommend seeing Dante at this location. read more

Had an exemplary experience at this location! Came in because my IPhone 6+ had started to glitch. I came in to see what my options were. I was fortunate to have David help me figure things out. Unfortunately, there was nothing I could do with my iPhone 6+ so I opted to upgrade. David's customer service throughout the process was greatly appreciated, from start to end. He helped me find the phone I wanted (which was not in stock at this location) and let me know that it might take a few days. Luckily, it arrived the following day! I was not able to come in to get things on their way until about 6:30ish and there were a few people ahead of me. Once he was available (close to 7 Pm, roughly an hour before closing) David jumped right on it (after apologizing for the wait, thank you for that) and got the ball rolling. He was able to back up my old phone all while answering all my dozens of questions. He was so very patient and did not show any signs of irritation, even so close to quitting time! We were finally able to completely back up the old phone and get the new one connected. We were not able to get the old info restored to the new phone, but that was mainly because my family was getting 'hangry' and I didn't want to keep David and Alex there any later than we already had been (at least 30 mins past closing). So our adventure had to continue the following day. So I came in a little earlier with my daughter in tow and David got my phone plugged in to get it restored, meanwhile he got me on with Verizon's customer service. During my phone call my daughter was sitting at their charging station doing homework, she had come up to ask me a question and David so graciously stepped in to help her so as not to disturb my phone call with Verizon. Thank you, David!! My overall experience was excellent and I would not hesitate to go back to David for old and new business. read more

Beware, terrible Manager named Alexander, who will be in a Pinole or Berkeley location. Instead of listening to your needs, he'll talk over you to get his point across because he doesn't like what you're asking of him. Main complaint is he cheated us into spending more money than we needed, while claiming to be getting us the best deal. We were told we were required to purchase new equipment to start a new plan when customer support at Verizon confirmed we could use our old equipment. I called Verizon Customer Support to check his reported restocking fees he mentioned and they proved we were lied to and confirmed a substantially lower restocking fee. Beware. read more

Marina was so helpful she got my bill cheper she call customs care and got all the answers I need she took her time to help me thank yo uh do much I left very happy read more

I was hesitant about going to this location because of the negative reviews, but it was a very pleasant experience. My husband added a line on to his existing account for me. I switched from another company. They were very helpful and we got a free tablet as well (had to still pay taxes on it) . There was a long wait , but it was ok. I never felt rushed when it was my turn and they were very thorough. read more

Went in for an online order pickup, which I assumed would have been super easy, based on pickup experiences at several different stores. The Verizon website mentioned nothing about needing the PIN for the account to pick up my new phone, just the order number and ID. When I got to the store, they said they couldn't do anything for me without the PIN, despite me having ALL other information about anything related to the account, billing, and my order, etc. The sales associate directed me to call Verizon, even though I had told her I didn't have a phone (hence why I was there picking up a new one, mine was broken), but they couldn't even give me the courtesy of using their phone to call for the pin. If I would have known I wouldn't be able to get any customer service whatsoever due to the fact that they were a third-party retailer, I would have just gone to Target or Best Buy, but I was stuck since I'd already paid for the phone online. Instead, I had to drive home, call Verizon for the PIN, and drive back. I know these are COVID times, but this was super inconvenient. I understand that their system doesn't allow them to go further without a customer PIN, but a very simple solution could have been letting me borrow a phone to call Verizon. I could've been in and out in 10 minutes (the time spent on the phone with Verizon when I got home), but instead wasted over an hour, plus the gas it took to go back and forth. read more

I was in need of a new phone for a family member. Went to Verizon they hooked us up. Narmeen was excellent in making sure that we got everything transferred from the old phone to the new phone. read more

This is not a Verizon store. These people are dishonest, and they are not giving you the best prices because they are "4G Wireless Premium Retailers." This means you will not get the best prices if you go through them. They charged me $200 simply to activate a phone. This would be free if I had gone through a real Verizon store. Please do not get ripped off like I did! read more

Ryan was super helpful in setting me up with a JetPack hotspot. I needed portable internet in a pinch, and I called the store to see if it was in stock, he put it on hold for me, and I came in to complete the transaction that same day. No waiting and super seamless! I am an AT&T customer and I'm thinking about paying the termination fee to migrate over to Verizon for their great customer service. read more

Is this store a scam? It'll make you wonder if you should be with Verizon at all. Aside from being understaffed and waiting beyond irritation, the sales experience was simply unethical. I quote "You are forced to also buy our case, screen protector, and insurance bundle with your new phones." Did I hear "forced"?! An additional $100 _WHAT?! We heard this long drawn out convoluted explanation about how "They", then "The owner", then "The manager" said that no iPhone 6 purchases "could" be made without also buying new insurance, a case and screen protector... This simply led us to make our purchase at another store where no such stipulations exist. Their loss... But they gained a bad reputation. read more

These guys are very professional and patient. They go out of their way to find a very affordable plan for you. And they're awesome looking for spectacular deals to save you moola. Their customer service skills are excellent and I highly recommend them! Ask for George, Matin or Ryan. I recommend these highly knowledgeable guys! read more

Came in last night to ask questions about adding a line and getting a new phone .. Marcus was busy with a customer at the time .. was looking at the phones then donte came and helped and answered all my questions so I decided to do it all , add lines grab a couple phones and pay off the old one .. was there for awhile and heard the customer relations and was very impressed.. keep up the great work guys. read more

This is not a Verizon store, it's a retailer, they charge you high prices for any accessories. I found this when I called Verizon customer service. If you plan to buy any Verizon plan call their customer service and ask for Verizon corporate store near you, they would give you estimate and you will pay less than half price of any accessories read more

Ask for George!!! Great service and great knowledge of the products. Definitely will be back!!!

Just called to add my wife and her daughter to my plan, was told I had to come in. Then they put me on hold, taking my name because they knew it would be a long hold. After all she already had a customer. 45 mins later she calls back, again telling me I needed to come in, which I would have done if I felt like there was a deal to be had. Apparently you can't even discuss offers in the phone. No bait before the hook. Then when I told her she lost the sale and I was unhappy with the service she gives me this totally fake and inappropriate "well you have a GREAT day!" My wife is on Credo and they are giving her a free iPhone, a gig for $35 and $10 extra for the upgrade to smart. Right now I feel like switching to them! read more

Every person in this pinole Verizon seems very highly trained and knowledgeable that's hard to find now days.

On November 24th I visited your Verizon store on Fitzgerald drive in pinole CA. I would like to acknowledge an employee by the name of Alexander Esquivel who's gracious and answered all of my questions and was not in a hurry to push me out the door. He also took the time to assist me with a problem I had in connecting my cellphone to my WiFi at home. I believe this man deserves corporate recognition by Verizon! Sincerely, Patrick Ward read more

I love this store! Everyone here is so friendly and very informative! This will definitely be my new go-to for Verizon service

Great employees that are willing to do anything to get the phone you want. I decided to step by the other day and check out their promotions and short story long I was convinced to buy a phone but the employee Named David didn't realize they didn't have the phone in stock so he drove all the way to concord to get the phone for me from another store! Recommend read more