I needed to get a new iPhone. Luckily, I got Sanjaya to assist me. She was excellent at explaining all the different packages & options to me. She also wrote notes down and that was tremendously helpful. I made my decision and she made the entire process easy and got the transfer done while I was in the store. She offered wonderful customer service. I have been a fan of this store in San Mateo for years. Glad they still have great customer service. It was such a pleasure having Sanjaya helping me today! read more

Formal Complaint Regarding Verizon Store Employee Sanjana Date of Incident: September 18, 2026 Location: Verizon Company Store, 2290 Bridgepointe Pkwy, San Mateo, CA 94404 (serving Foster City) Employee Name: Sanjana I am writing to formally complain about the unacceptable and hostile customer service I received from a team member named Sanjana at your Bridgepointe store. On September 18, I returned to the store with a new iPhone that I had pre-ordered and purchased through this same location only days earlier. I was specifically told at the time of purchase that after the phone arrived by mail, I could come into the store and they would assist with activation. Because the new device uses a digital (eSIM) while my previous iPhone 13 used a physical SIM, activation required contacting Verizon customer service. Activating the new phone would deactivate my old one, cutting off the call. Sanjana's behavior throughout this process was the absolute worst customer service experience I have ever had. She was short-tempered, argumentative, openly hostile, and completely unhelpful. When I explained the need for a working phone line so I could stay connected to customer service while the old line was deactivated, she refused to provide any store phone. She made it clear she viewed helping me as a burden and a waste of her time. The Verizon customer service representative on the other end of the line became so frustrated with Sanjana's lack of cooperation that the rep demanded the store's location and Sanjana's name, stating that she was not providing customer service. Only after realizing she was about to face consequences did Sanjana reluctantly walk me over to a landline in the corner of the store. Even then, she continued to be negative and unhelpful, repeatedly insisting she could not guarantee the landline would maintain a connection. Her attitude left me anxious and stressed in the middle of what should have been a straightforward activation of a phone I had purchased at that very store. After the activation was finally completed, Sanjana stopped me on the way out to try to justify her earlier behavior. She claimed she had only been "defiant" because she was trying to sell me Wi-Fi or another service. This made no sense. The very first thing she did when I arrived and clearly stated I was only there to activate my phone was launch into a sales pitch for home Wi-Fi. Her attempt to rewrite the encounter only made the entire experience more insulting. This was already my second trip to the store that day. The data transfer from my old phone had taken more than an hour, so I left to get lunch and returned later. On my way out the first time I even offered to bring her back a salad as a simple courtesy. She declined, saying the store had provided lunch. I remained polite and patient; she responded with hostility and indifference, more focused on the next customer walking in than on completing the service she and the store had promised. I still do not know whether Sanjana is a manager or a regular team member, but her conduct made me feel like I did not matter and that assisting a paying customer who had just bought a phone at that store was an inconvenience. I had to fight for basic help with an activation that the store itself had invited me to return for. This level of rude, short-tempered, argumentative, and hostile service is completely unacceptable. I request that this complaint be reviewed by store management and higher-level leadership, that Sanjana's conduct be investigated, and that appropriate corrective action be taken so no other customer is treated this way. Please confirm receipt of this complaint and advise me of the steps being taken. Thank you. read more

Is there any place on earth that has worse customer service than a Verizon store, difficult to imagine that there is? Alas, you're forced to sue them for some things and these are hours of your life you'll never get back. read more

Incredibly frustrating experience. I was told there was a 15 minute wait while I stared at the supervisor sitting across from me doing nothing and not assisting any customers. I also saw another representative who walked onto the back room and wasn't helping any customers either. I was thoroughly disappointed with this experience. After 20 minutes waiting, I walked out of the store. read more

I've been a Verizon customer for many years and always had good service. This store is one of the corporate locations. I went here for a drop off of my old phone for an upgrade exchange I had online. They were very fast and accurate in the service. The only thing I didn't like is they have no store phone to call someone with a question. It sends you to a corporate office and phone selection web that takes forever. Sometimes you just need to talk to someone who is local and automation doesn't do it. read more

Worst customer service I've ever experienced in my life. I purchased a phone for pickup and they would not give it to me bc my drivers license was bitten by my dog. Mind you my photo and pertinent information were not damaged, the barcode on the back is not damaged and works just fine. I know this because I've flown numerous times and had no issues with it. I was instructed by the store to cancel my order and re-order the device to be picked up via a secure locker since that didn't require a government ID. I did as they asked then they stated that they could not move the device into the locker until the following day. While I understand they have a policy on damaged IDs (although upon reviewing their ID policy there is no mention of damage being a hindrance) it felt a bit out of bounds to say they could not move the device from the front desk into a secure locker within the business day (it couldn't have been more than 25 feet away). The staff was on what I could only describe as a power trip. I called Verizon customer service and they were able to get the device moved into a locker for pickup. Hard not to feel as a long time customer (more than 5 years) that I was really just messed with for no good reason. read more

We just bought a new phone at this Verizon Bridgepointe Pkwy. It's always a gamble walking in here with regard to the quality of encounter. However today we lucked out with EMILY. Attentive, listened, got us the best deal for exactly what we wanted in record time. Thanks Emily read more

Stacey is a pro and solved problems with activation that stumped everyone on the phone. I recommend going to your local store in Foster City. read more

Verizon - Mobile Phones Near Me - San Mateo, California

Terrible customer service. Upgraded two phones and was informed to return the phones within 30 days. Two days later I had my daughter return the phones or should I say attempt to return the phones. It should be known that my daughter and I share the account and she has full access to the account with both of our names being on the account. When she arrived she was informed by the staff that she couldn't return the phones and it had to be her father. She explained her name was on the account and further showed both phones she wanted to return were in fact the phones on the account. Again the staff refused. I then made the second trip to the store (20 minute drive) and attempted to return the phones myself. This time, I was told that there was something wrong with their system and she couldn't accept the phones AGAIN. She then asked if I could come back later, which I couldn't. She then downloaded a barcode and advised I now had to find "any" UPS store and return the phones and show them the barcode she downloaded for me. So after three attempts I was able to return my phones to a UPS store. Terrible customer service and be prepared for staff to tell you wait times are anywhere from 30 minutes to 2 hours. Understaffed for the volume Verizon is pushing out. Pretty typical for this location and this carrier. read more

I have been procrastinating to leaving a review here but better late than never.Came in to get the latest iPhone 17 pro max on Black Friday this past holiday season and take advantages of all the special deals. Sanjana was amazing as she helped walked me through the process and explaining everything in details from the phone nuances to the billing.Even before that, she was nice enough to communicate with me prior about everything to expect before making my big purchase. Verizon is lucky to have a friendly smile and awesome employee like Sanjana.Thank You read more

This is new. Had a wonderful amazing experience transferring services to a new iPhone. Frequently go to Apple store not so much Verizon store for Apple iPhone support - but because I am a long-term Verizon customer decided to ask Verizon for help. What a GREAT experience in the Bridgepoint Parkway store! Appointment at 3 PM and Bray was there to meet me. Immediately started the transfer. Helped me with extra things such as assembling new phone into case, etc. Fast and super professional. All done and out. Highly recommended. Just try to make an appointment and it will go fast even if the store is crowded. Great job, Verizon! read more

Verizon's internet connection is the worst I've ever had. It's essentially just a basic internet connection that's terrible. It's kept outgates in this era, not just in this area, but everywhere in the United States. I've been using it for a year now, and I don't recommend it. The customer service is terrible, and you can't even get help. I strongly advise against purchasing or using Verizon. read more

I had trouble signing up for Verizon online and on the phone, due to an issue with payment not allowed, so I went to the San Mateo store for help. I did not have an appointment and was asked to wait for the next available agent. I am very glad that I ddi as I received excellent service afterwards. Not only did Sanjana answer all questions and complete my order in store with a lot of patience, she is very responsive afterwards and credited my account as promised. She even followed up to make sure I got everything I wanted. I am more than satisfied read more

Bad customer service. I think they don't know what they doing. We transfer here from AT&T but verizon is much worse. The connection is always LTE read more

My husband lost his phone after paddling in Foster City yesterday. After searching for a few hours, we ended up at this Verizon shop to get a new phone because he needed one for his job. The staff was very friendly and as people walked in, they were asked by an associate if they have an appointment or would like to be added to the wait queue. We waited for about 20 minutes when sales associate, Francis, helped us. We gave him our budget for our phone and he offered a promotion that was far better than what we expected. Francis explained the promotion and was very patient answering our questions. We left the store with a newer version of my husband's old phone and were really happy with the experience. Thank you Francis!!! read more

This store has to be the worst store Verizon has. The staff are the worst representation of a company you would hope never to employ. They have no concept of time or customer service. Verizon either needs to close the store or fire the current staff and re staff the store with people who actually care and want to help clients. Verizon has just lost a 10 year loyal customer. read more

We came to T-Mobile in Foster city to transfer my mom over from her Samsung phone to Apple. We were so lucky that Sanjana was available to help us. She worked with us for a couple hours to walk us through the process the plans and help my mom get all set up on her new iPhone. She was very patient with all of our questions, super friendly and knowledgeable about all the products and plans they had to offer thank you Sanjana for all your help. T-Mobile is so lucky to have you. read more

I just returned from the Verizon store in San Mateo, where I had hoped to get a new phone. To minimize the possibility of a wait, I made an appointment. When I arrived on time at 3 pm, there were three customers and four Verizon representatives. Two of the representatives were helping one customer. Business with one of the customers was concluded relatively quickly within 5 minutes of my arrival. I was checked in by the person helping that customer, who told me somebody would be with me shortly. A few minutes later, another customer concluded their business with their representative, and then she promptly disappeared into the back of the store. The gentleman who checked me in was standing around the back, not, as far as I could tell, engaged in anything. Of the two reps helping one client, one appeared to have concluded his engagement with that customer, and he promptly left the store. After waiting ten more minutes, I approached the guy who checked me in and asked what to expect (since I had made an appointment). He told me the one who left the store was going to lunch (OK, at 3 pm, but whatever), and the one who would be helping me was in the bathroom. He told me it would be a couple of minutes. He still did not appear to be busy with anything. After waiting approximately 30 minutes (the person supposedly in the bathroom had been there for about 15-20), I left. This was horrible customer service. Appointments should be honored, and while delays are inevitable, nobody should get a 20-minute bathroom break (or however her supposed bathroom break turned out to be--she never reappeared). If she was not going to be available, the individual who checked me in should have taken care of me. This store and its employees did not respect my time, and they will no longer get my business. read more

to bad service they just try to not help the people here said need to call costumer service for everything we ask just need to set up a auto pay and they denying don't go here it's to bad costumer service read more

They for sure need a new staff. Whole hour I was helped out the dude was chewing gum with his mouth open excessively and entirely quiet. Afterwards he literally said "I'll be back" after us waiting for him and started laughing in the back with his co workers. I used to love coming to this Verizon about 5 years ago but ever since their staff sucks. read more

Needed to replace my phone and was told that it was being sent. Did not receive the phone and had to go to the store again where we were told that the order is lost and unable to be found. Since the order was in process they were unable to do anything to help. Bad service read more

BEWARE: I upgraded my phone to a new IPhone and was promised a credit for the older iPhone. It's been a headache to get the credit that they promised. I called the Verizon customer service at least 5 times. Every time they promised a credit which never came. I went back to this store. They had me wait for 50 minutes for the next available agent to talk with and then said they can't help me and I have to call the customer service number. I went back to calling the customer service and still in limbo after 5 months. If you want to avoid aggravation, do not upgrade your phone with Verizon. Buy your new Iphone at an Apple Store. read more

I would have saved myself lots of time and frustration had I gone to this store first rather than trying to order a new phone online. I'm tempted to deduct a star for the misinformation I received when I first transferred my lines to Verizon but that was during the height of COVID when the store had a very limited staff. COVID is still around today but the store is very well prepared with large shields up between employees and customers. Only the customer, no friends or family, are allowed in and sanitizer is on every counter. I had several issues with customer service at Verizon but all were addressed and I walked out a very happy customer. If you have trouble getting what you need online or on the phone, head over to this store. read more

My family and I have been customers for years- actually before verizon was even verizon. The Bridgepointe store has always been our choice storeA however in the last 5 or so years ago, the customer service has gone to the dumps at this location. I walked in at 4:45pm on a Sunday and the store Manager, Adrian, storms over to me doesn't even introduce himself or say Hi- immediately says we can't help you today because we are closing in 10 mins but I can make you an appointment. He kept circling back to making an appt and I was just asking him to pull up how much rebate I can get on my current phone to see if I can even afford a new phone before I make an appointment. Adrian totally blew me me off and kept saying sorry can't help you- we close soon- cutting me off and not even letting me speak. Totally threw me off how rude he was. I Walked out and won't be going back because immediately after I went to the Burlingame Ave Location and Raphael was AMAZING! Sorry Adrian- worst customer service I have ever received at a Verizon store. It takes Respect and when the store manager is disrespectful, it trickles down. read more

I visited the store with some inquiries about my phone and was pleasantly assisted by Kevin, who proved to be very kind and helpful. Thank you! read more

Absolutely great service! Extremely friendly staff. We had earlier been to another Verizon where we had a bad experience and decided to try this location- we're so happy we did! Eddy and his team were extremely kind and helpful. Would definitely recommend this location. read more

I'm surprised this location is still open. The customer service here is beyond atrocious! I came in today to simply purchase a new phone, and I know how to activate and do all the other things myself at home. There's only one customer inside and one waiting outside. The guy that greeted me said he can't assist me because there's one person waiting outside and that they are closing in an hour! You mean to tell me you can only help a couple customers per hour? Mind you, I've been a customer for more than a decade! And the past couple years I attempted to get a new phone here, I leave empty handed. These imbecile lazy workers don't want to work I guess. I went to bestbuy instead and within 10 minutes, I'm out the door with a new phone already setup for use! I don't know how this particular Verizon store can't do the same! read more

I went to Verizon at Bridgepoint San Mateo after calling Verizon and being told any store could switch phones and transfer data. After I waited the clerk told me he could switch the sim card and that was it. He told me for the Data I would have to go to Apple and have them do it. I know they can do it but chose not to. I've been with Verizon for years like well over 15 years and expect better customer service. I called the San Mateo Victra store and he said come on in and I'll do it for you. I won't go back to Bridgepoint Verizon. read more

Husband came in for an upgrade, we were greeted right away. We checked in with a representative which notified us it would be a 30 minute wait, which was fine. What's great is that they text you when you're next in line. The rep we got named AD was very helpful and nice. He notified us of everything from price changes the the plan and the differences between different phones. We were in and out within one hour. read more

Verizon - New iPhone 11 - Mobile Phones Near Me - San Mateo, California

I just went to the San Mateo location to pick up a new phone that I ordered online. The girl in the store who got it for me has useless customer service skills. She just handed it over to me without saying anything that I had to do for my trade in or how to transfer the data from the old phone to the new one. So I ended up asking her about it. When I asked her about the data transfer she told me that I would have to pay $29.99 for the service or do it myself. Then I asked her 'how do I do that?'. She simply said 'you can do it online'. Umm....care to add a little bit more detail than that? Like I said useless! I'll have to put some of the blame on management for this. They need to provide proper training. If they did then they need to revisit their hiring process. read more

Erik was phenomenal. Patient. Insightful. And the staff in general was pleasant. Definitely try this location if you need a new phone, tech support, etc. read more

Don't you just wish you could give a company negative stars? Verizon would owe me like ten stars just to break even. This company and its employees just can't seem to tell the truth. Why would they? They know you don't have a choice and their government lobbying efforts ensure you never will. Verizon is the chief proponent of ending net neutrality while simultaneously promoting "unlimited plans" that are anything but. I'd recommend you read the fine print, but why bother? If they don't like what they wrote, even when you can point to it, they'll just lie about it. We all know you can't trust mobile carriers, politicians, insurance companies and used car dealers. All you can do is pick the best of the worst and hope you never need to contact them again. In this regard, remember that Verizon is the worst of the worst. Any other carrier will give you better and more honest customer care. I'm not saying that you can get good or even trustworthy customer service from another carrier. I'm just saying that no matter how bad it is, you'll at least know that at least it's better than you would get at Verizon. read more

Came in to get a sim card for a new phone I added. I knew it was a busy time so I checked in and they said it was 45min or more wait, I could leave and they would text me when they were ready. I left the store and ran errands for an hour then came back. I was waiting with my son, then I left to go get a water next door. My son checked with them and I wasn't even on the list. Again I understand they were busy, but to not notify my like they said they would and delete me from the wait list is just bad business. I ended up leaving and calling Verizon and waited for them to mail me a new sim card. Kind of useless staff if they can't manage the customers. Store was clean and the customers being helped looked satisfied but deleting me from the list badddd business. read more

The customer service I have received for the last few years pushed me over the edge little to no help from team members and I had issues with the app when I tried to resolve the issue over the phone I was put on hold or had the call cut off more then 3 attempts plus when I compared my bill to others I realized that I was being over charged for my plan. They added things on my plan that I didn't want on my plan. I will never pay for anything involving Verizon ever again. I'm with T mobile now and I'm going to suggest others do the same. read more

I came here a few days ago to pre-order the Samsung Galaxy S10 plus. I have never been to this site prior to a few days ago. It was on a Friday right after 12pm and there were few people in the store. I can imagine on the weekends that this place would be packed. I was greeted almost immediately and I asked where the S10's were. I mainly wanted to look at the size of the S10 plus. I looked at the 3 different models and was approached by an employees and I told him I wanted to upgrade. He looked up my account, pushed for me to get a case - which I declined - and then showed me the Samsung watches. I am interested in the Samsung watch but I do not want to pay an extra $30/month just to have something on my wrist. Personal preference. He then put my phone on pre-order then I paid and was all done. The sale associate told me that it may come Thursday or Friday, so depending on the day and when it ships I'll get it. The only thing he did wrong was he said that he would ship the phone to the Verizon store. I live in an apartment complex and would prefer it to get delivered there. He did not do that, not the end of the world, but something I have to now look out of. Overall I would come back here with any issues or concerns. They were fast and efficient. read more

I needed to replace my phone before a trip. Ven helped me through the whole process (selection, data transfer, case, user testing, iPhone optimization). She was fantastic! She is knowledgeable, professional and a great communicator. Verizon should hire more reps of her quality. read more

This is a duel review for this particular store and for Verizon in general. I don't have them as my wireless phone carrier, but only for my computer Internet access card. First the store: I've been to this store many times and every time I've received excellent customer service. I've only been in here three or four times, but the sales force is friendly, attentive and knowledgeable. I've had a few problems with my account and they've worked very hard to fix them. I've never felt neglected in any way from this store. Now the service: I love my Internet access card. I've had service in places where my iPhone didn't work and have driven across the country with laptop on lap writing away thanks to these folks. (yes, I do that while I'm driving) The only thing I can complain about is the Mac problem. All you Mac users out there know what I'm saying, eh? Okay, so Verizon calls me and says that they're going to upgrade my old 3G card to the new 4G card for free and knock off $10 per month from my bill. Yippee! I'm all excited and say that I can't wait to get started with 4G service on my MacBook Air and the guy chokes. Um...we don't have it yet for Macs. SAY WHAT? **Listen Verizon, we understand you're working your little hearts out to get the iPhone for us, but that's no reason to neglect your Mac laptop users.** So, he tells me I should still get the card and keep calling every three months until the cards are compatible. You want me to call you every three months? No thanks. I politely decline on the phone, but when I go into the store to talk about out of country service and the really sweet guy talks me into getting the 4G card. Oh why, oh why did I listen? *sigh* That the was the beginning of three days without service because they activated the 4G card, deactivated my 3G and couldn't get the 3G reactivated again. It was stuck in some sort of limbo loop. Ahhhhh! I'm lost without my computer and have to scrounge for WiFi access everywhere on the road. Majorly sucks! I've got bald spots appearing on my head from pulling out my hair in frustration and lines around my mouth from the frowns. Not cool! I keep calling and calling customer service and finally three miserable days later I reach a man who asks why no one called to tell me my service was back up. He asks me to wait a second while he reboots my system and BINGO, it works. I tell him I'd be happy to bear his first born child for getting me back up and running again. He says a simple thank you is fine. The whole experience made me appreciate Verizon and my little Internet card oh so much more. It's tough not being connected at any time, any where when you're used to it. Okay, so I'm spoiled. Next time though, I'll wait until they're sure their new technology is tried and true before letting them talk me into changing. I'd hate to be stranded again, writing another whiney review. Thanks for listening. *sniffle* read more

Very poor service - put my name into the queue - and stood around the phone section for 20 minutes while the associates played 'Chatty Cathy' with each other. Fine. If you come to work to socialize ladies, and you are getting paid hourly and with commission: You lost a sale tonight. Checked into STAPLES which sold me a Galaxy S for a penny, AND I got service from a sales associate right away. So take the extra few steps down to STAPLES and check out their deals - I felt fortunate to ignored by the Verizon sales associates. read more

Oh Verizon, we've been together so long, remember that time in Albaquerque with the burrito? But I digress... Came early afternoon for personal assistance...needed account support with a bill, etc...personal meaning face time.. It wasn't crazy packed, but no one was available so I waited...A comically positioned ATM like device stared back at me.from the middle of the room..this would be the bill pay machine, really unattractive, no offense Ikea but it looked like something you made as a failed prototype...and it could not help. Verizon, deploy a robot that is friendly and can do tricks. finally a day walker asked me if I had been helped (10 min wait) ...she failed..15 minute wait...manager...he digged, he dug, found my info and we did the little polite exchanges and it was on to the Ikea thing, it was mandatory.. 55 pt font lit up...excessive... Not a great experience. But the manager and the floor person were nice, but for a company store this its pretty sad. It really isn't about helping customers as it is about setting up new contracts. read more

Verizon - Meh... - Mobile Phones Near Me - San Mateo, California

I visited the Verizon store at Bridgepointe with my husband this morning. Our wait was under five minutes. Adnan was very kind, helpful, patient and considerate. He really went out of his way to get my phone fixed and serviced by Apple. In the end, it needed to be replaced. He took care of the paperwork and it arrives tomorrow. This was a very positive experience at Verizon. read more