Store guys really helpful, but Verizon is so messed up. Forbids them to take cash so I can pay my bill.

The only reason why I am a Verizon customer is because of the outstanding and exceptional service provided by Casey Kilgore, over the years. He is the Store Manager at the Verizon Store in San Rafael (5800 Northgate Dr., San Rafael, CA 94903). Casey knows all the granular and technical details of every aspect of the Verizon products, plans and accessory services and products (and more). Additionally, he is a remarkable communicator, who can clearly and patiently explain the often tangled web of information associated with phone and internet products and services/plans. He anticipates your needs as a customer and is there to help make your user experience effortless, enjoyable and as flawless as possible. This week, Casey stepped me through the setup of my new internet account (even plugging in the new router at the store, and demonstrating the process for setting it up at home). His thoroughness in thinking through every detail that will help me make the transition to a new iPhone and internet service quickly and smoothly was remarkable. Knowing that there is live, human customer service that is highly competent and thoughtful, makes Verizon stand out, above and beyond its competitors. However, so far, this outstanding service is entirely due to one bright and capable person, Casey Kilgore. read more

The Verizon store in the Northgate Mall in San Rafael is tremendous. Casey, the store manager, his co-worker Chet, and the other Verizon people I dealt with there were extremely helpful, considerate and very fair in their pricing. They did a great job in setting me up with an excellent cell phone and configuring it to work in the best way. I can't recommend these guys too highly! read more

Anthony was the most polite, patient and helpful Verizon Costumer service guy. He was efficient/

What happened to Verizon? Service and reception is awful. Verizon used to be the best for reception even in spotty areas. Not anymore.

I waited twenty minutes while the clerk helped someone in front of me only to be told that I would need to pay thirty dollars to activate my phone. He could have asked me why I was there and directed in me in a one minute conversation rather than making me wait wait and telling me it would be a minute over and over. Guy was dressed like Stan from South Park. Totally unprofessional. read more

My daughter & I highly recommend Jack at Verizon Northgate Mall. He was extreme knowledgeable & professional & courteous & patient explaining the trade in offer in December 2021. We both got the iPhone 13s & we returned on a different day with my husband who ended up getting the iPhone 13 Pro. We're now all on my daughter's plan. Thank u to Jack !! He knows his stuff. read more

This is primarily directed to the GM whom took busy time out of his hectic schedule to "happen to pop in" and help us. We felt BAITED and COERCED into the phone, jetpack AND Hum I stupidly agreed to choose with ignorance in believing that these "were about the customers first sort of place". We spent quite possiblely 4 hours in total getting me set up on my partners plan with I still being on TMobile switched over, was a win win for this FAKE Verizon store. They got their quota and did NOT LET US KNOW WHAT WE WERE GETTING FOR OUR MONEY !!! ....I know what you're thinking ...well why didn't you demand step by step what are we getting with our plan details.....they said ....don't worry about it we will "hook it up"....... It's a 3 Rd party retailer and they treat you this way. I thought (ignorantly again) they would be doing us a favor picking the new Google pixel ....turns out I was given a no money down shenanigans and the phone will be affordable with our "promotion" SHOCKED but not surprised to see I owed $800 to pay it off LATER ON WHEN I GOT THE BILL. Coming from an iPhone user, I wanted to try this phone out. It sucks. Little did I know I was stuck with these payments on this phone for the next 16 months.... ******BUYER BEWARE these individuals are out for them selfs and to meet there third-party quota or whatever. ********be diligent and request what they are doing with YOUR MONEY.. #disgraceful. Let me guess this stores response to take it to "corporate" at customer.feedback@victra ENOUGH SAID about how customer service operates here don't worry I already did. read more

I was in search of a new iPhone and since I wanted to stay with my Verizon family plan, I decided to visit this store. Unfortunately my experience was less than terrific. I arrived on a Sunday and there were two people being helped when I arrived. Unfortunately I had to wait one hour before I was helped. It was not really their fault. There were two salespeople helping two customers who needed lots of help. It was my choice to stay or leave, but I decided to wait it out thinking it will only be a few more minutes. One hour is too long time to have customers wait and perhaps the store will schedule more staff on hand for weekends when predictably there is more traffic flow. The gentleman who finally worked with me was knowledgeable. He redirected me to a iPhone XR over the iPhone 7Plus I had in mind. I must say I'm glad I bought the XR over the 7Plus . So a thumbs up there! However be careful with the cost of the extras that the Verizon sales staff are all too eager to sell unsuspecting buyers. For example I bought a case and a plastic shield that I was told was part of some special, that ended up being not such a special deal after all. When I discovered I had paid $49.99 for a plastic case it was promptly returned the next day (Monday) to find five salespeople on hand and no customers ahead of me. Houston.... we've got a problem! So would I recommend this store. Meh! I've experienced better! read more

False advertising about store hours. Drove over on a Sunday, sign outside says open Sunday, nobody home. These Victra Verizon stores are shady - stay away!! read more

I was ready to take my 6 line Verizon business plan elsewhere after the first 2 experiences with Verizon last Sunday. Luckily Danny at the Northgate store saved the day. My son dropped his phone the night before and the screen went black. We set off for the Corte Madera store the next morning and while we waited for it to open we made an appointment with them and called 611 to see if there was anything we could do while we waited. The lady on the line told us that they would do a straight swap for a refurbished phone, took all our information, said there was a phone waiting for us and then put us on hold never to return. When 11 came around and the store opened we went to the store where we were greeted by Phillip. He told us there was no phone waiting for us, his call log showed that we had hung up even though I was still on hold and he said he could do nothing for me except refer me to to the 3rd party insurance company. I went back to 611 and another rep. told me to drive to the Northgate San Rafael store where there would be a phone waiting for me at noon. We got there early and decide to check out the Stre. As we approached we were greeted by Danny who was cleaning the windows while the store was empty. Industrious. I explained that we were here to pick up a phone and after checking he said there was no record of it and I started to get the feeling that I had been duped for the 2nd time in 30 minutes. Luckily Danny assessed the situation for us and gave me an idea of the options available for replacing my sons phone. We decided on getting the closest thing to what he'd had originally and began the process of switching it out. Believe it or not we waited from 11:40 to 3:40 while Danny tried to get someone in Verizon to help us complete the transaction. We had to leave the store at times to stretch our legs and change the scenery but Danny was very communicative and helpful in keeping us informed throughout the process. He even called his boss and his bosses boss to help us get sorted. Eventually I had to leave, my 14 y/o couldn't take it anymore but I got a cheery text 30 minutes later telling me that my phone was ready for pick up. During that time away from the storeI had changed my mind and went to the 3rd party insurance company and just had them ship the refurbished replacement. I felt awful going back to the store to explain this but Danny took it fine and had amazingly changed our plan so that we were now paying $60.00 less per month. There are still a few issues like a buyout clause that was added to my bill that I expect to have removed at a later visit but like I said at the beginning I was ready to cancel the entire service and Danny saved the day. A real asset. I'm a small business owner and know the value of good people. Ask for Danny. Aly was helpful too! read more

Scam artists. They told me there was a promo where the monthly payments on my new galaxy would offset by credits after the third month. When I looked at the paperwork there was nothing about the credits, so the guy hand-wrote the promo info for me. After 4 months, 5 months and now 6 months there's been no credit. Every time I visit or call, I'm told by Aly or Danny that giving me the promo that I was sold now has to be approved by a higher manager, who is always too busy to look at it. They even told me they never document the promos in the paperwork. That's probably because they have no intention to actually give you the promo. It's just a scam. read more

Completely disappointed! Went in to transfer my daughter from Metro to Verizon. They switched the wrong number!! Then after 3 days of waiting for that to sort it's self out, and having to pay metro to reestablish the metro account that was accidentally transferred. We went into A Wireless this morning, and had to pay again to have my daughter's phone connected. Promising if we returned later, we would receive a refund! When we returned, we were told that was not an option! THERE ARE NO REFUNDS FOR PREPAID PHONES! So, $173 into this whole situation and the Verizon agent offers me a free case! And MAYBE a glass protector! Are you kidding me!!?? I left before I lost my temper! Called Verizon! Which is my carrier, they sent me to Prepaid customer service. Who suggested I dispute it with my bank!! Still waiting! read more

I had a great experience today. My husband and I came in to the store to receive our upgrades. Chezney and Aly were the best!

I was looking to pay my bill to avoid an interruption in service. Across the street from my home is an authorized retailer for Verizon. I decided to pay for my bill there and at first they said they could not help me because I didnt have ID. I was shocked- why do I need ID to pay my bill? But they and I came together and we got it done read more

Went there last night and was assisted by Kayla. She was fantastic! This store now has all our Verizon business. read more

Couldn't get a straight answer to save my life. Condescension, "why do you want an iPhone, how do you use it". At 63, I know what I want

It is 6:45pm on Sunday, Cinco de Mayo and we just left the Verizon store. Nathan was the only sales associate and he was so busy with customers and he took care of each and every customer with a smile on his face the whole time. The lady in front of us had quite a complex problem, but he was so patient. When it was our turn, he apologized for the wait and helped us buy a new phone for our daughter. He was so knowledgeable and patient with us, and again, with a smile the whole time. I highly recommend this location and I will return when I need an upgrade. Nathan's customer service was A+++!!! Thank you very much!!! read more

These guys did a great job working with me last November. Finally, this evening, I am taking the time to acknowledge them. I came in to their store determined to purchase a Samsung Edge 7 - the latest, top of the line model at that time. I've been using high - end phones for years and felt confident in my opinion. A salesman named Dante, if I recall correctly, took the time and cared enough to interview me about my needs. He came away convinced that the Galaxy Note 5 would be a better fit for me. He wasn't pushy, just logical. I went with his suggestion after an hour of personal hands-on and on-the-spot web searches. Now, six months later, I know I bought a great device for my needs. I love the large screen, the stylus, and personally would not have benefited from the "edge" of the Edge! I am grateful for the service that salesperson provided. I was impressed that the staff explained the pricing in clear terms. I think the financial aspects of buying a phone can be daunting. I used their $ presentation as the final decision making indicator. A competing store had given me a totally incomprehensible description of the up-front and monthly costs. These guys were straight forward and helped me save some money. I returned to the store twice to get some usage advice. Each time, my questions were directly answered and I was invited to learn more. I consume a lot of stuff, and have only ever written three Yelp reviews. These guys deserve my personal acknowledgment. read more

The sales team at VZW northgate is outstanding and very attentive to customer needs. I visited the store this week to upgrade my iphone and hand my old one down to my son. They handled the transaction with great professionalism and care for my experience. I am a long time 15 year VZW customer and view VZW as the best networking and customer service in the industry. I have had numerous challenges over the years with many cutting edge new phones and their phone support staff is excellent and goes above the call of duty to read more

Bit the bullet, needed to replace the iPhone which was dying a slow death (no surprise there...). It was near closing on a weekday, but Dontae greeted us professionally with a smile and was eager to assist. Thanks for being patient with me when I could not decide on the rose-gold pink or the matte black! Everything in order, and out the door with the new phone. Appreciate your kindness, service, and the informal chit-chat to make us comfortable while you processed through. Dontae also found ways to reduce my hefty monthly Verizon bill, which was much appreciated. A shout out to the store manager, Ivan, fresh from New York. Loved your humor too! Keep up the good work, guys. Thanks for bringing a store on-the-verge-of-death back to a much needed life! See you soon. read more

Those last two reviews sound like PLUGS for the CM store, hmmmm. I have NO stake in my review but to say that they are GREAT. They always remember me, Mike is fabulous. I always get awesome service. I am HIGHLY suspicious of the other reviews. I am simply a customer that always gets treated so well here. Year after year. read more

I wanted some info about the Gear S watch and the lady working there was a nightmare. There was a young man who saw where I was coming from and gave me good info, but this lady was horrible for the following reasons: 1. She didn't listen. She kept harping the same perks when I told her multiple times that they didn't apply to me. 2. Verizon charges 349 or 399 for the Gear S while other carriers charge 199. Her only response applied to #1 as she kept saying that I could leave my phone at home. I repeatedly told here that I always have my phone, so that was not worth $200. 3. There was a new version of the watch called the Neo and she kept calling it the Neon and knew nothing about it. 4. She let me leave the store unhappy and with no watch while telling me that Verizon may not be for me. There's more but the point is that she was a terrible person who didn't know about her products, didn't have the products in store, and refused to listen to my needs to find the best solution. I will go back to get her name because she flat out sucks. read more

This store is so unprofessional !! Don't go here go to an actual Verizon Store. They are unethical in their sales and promotions - they are not in align with the actual Verizon. Their telemarketing to me which is not authorized is not professional and not welcomed STOP CALLING ME !! . The manager is dishonest and employee are robots. STAY AWAY !! And to the manager --please don't post your copy and past message you do on all poor reviews - shows your shortcomings to a fault read more

I went to Verizon in the Northgate Mall yesterday. Nathan the Store Manager was so kind, professional and took the time to remove the blocks and virus securities on my phone! An excellent representative for Verizon! Thank you Nathan Sharyn Baccei read more

Alondra was very helpful with all my needs regarding my tablet and cell concerns She was very effective read more

The 3 sales people don't know what they are doing. The messed up my phone and did not know how to correct it. It was painful. Verizon in Corte Madera was knowledgeable but could not help either. However, they knew what Victra did and it took me countless hours to correct the mess they created. Besides, Victra pushes a FREE Samsung table without disclosing that Verizon has an activation fee and monthly charges. Stay away. Go to Verizon Corte Madera. Helmut S. read more

Great store and overall vibe. Randy helped me upgrade from my older iPhone 6s Plus to iPhone 8. The iCloud and IOS 12 download took longer to process because of the newer models being released today. He was very patient and attentive. He went above and beyond setting up my new phone. The rest of the team was very friendly, and I would definitely come in again. Thank you. read more

Dante was the best! He helped me with trivial details, and a new phone for my son. He did not sell me. He actually gave me a less price-tagged alternative, a better one. Truly professional. read more

I came in to replace my screen saver. The customer service person was busy on his phone and looked pained when he had to break the focus from his phone in order to help me. He told me he doesn't have what I'm looking for and the reason my current screen protector broke was because my phone case was a pos. He returned his attention to his phone as if he could no longer be bothered by someone who, because she used such inferior products, showed she wasn't having a love affair with her phone. Nice job, Verizon, for hiring such quality millennials. read more

We had an unfortunately bad experience at this Verizon store. Avoid this store at all costs. In upgrading our iPhones, there was a "$35 premium device fee" and a "$15 set up and go fee". When we asked about these fees, we were told "all Verizon stores have this fee." This is not the case - this not even a real wireless store - the name of the store is really "Z Wireless" using the Verizon nameplate - and they are tacking on these fees. We went to the Verizon store in Greenbrae. They were much more helpful, none of these illicit fees , and they were able to transfer data of the phone. read more

This location sucks. The staff are extremely unprofessional and have no knowledge of their product. On 2 different occasions I had the same terrible experience. It's worth the drive to go to Corte Madera, where you will be well taken care of. read more

WARNING: This is not a genuine Verizon Store but a horrible facsimile- Not the real deal- One of the worst customer service experiences one could encounter. Was upsold on a supposedly free tablet by a slick haired angular faced salesman who's wincing expression seemed to convey both apology and guilt at the same time. The sides of his head were shaved in such a way giving the forced impression that he was more youthful than his age- His posture was rigid and a small mole on his chin gave birth to a small thick hair that had obviously survived his most recent shave. He stated that the buyer pays sales tax only- was told that nothing would change on the existing account. The carnivorous eel deceptively- for his own personal gain or not one will never know- used the free upgrade that was associated with the account for the tablet. The upgrade had been purposely saved in order to get another phone. Instead it has now been wasted on this tablet. We returned the tablet less than 24 hours later and was charged a $70 restocking fee plus a $20 activation fee and a numerous array of other small charges or fees- the printed reconciliation that we requested was an unintelligible series of numbers coupled with a confusing array of charges and credits with some blanketed in parentheses or brackets and others in bold italics. I mentally wish him ill will in all facets of his existence. - (Go back to the Bronx)- read more

Came in here the other evening just to ask if my phone needed a software update, also wanted to discuss something else. There were only two workers, both at the counter busy helping two customers. So I waited for 15 minutes. Then one of them finally realized that I'd been waiting forever and hadn't even been talked to. And I told them what I wanted, and they had the deer in the headlights look, like "Um, I don't know". They asked what brand my phone was, I told them, and they said, "Oh, yea we only have Blackberry updates, um, yeah, we don't have one". I said whatever and left. Got my upgrade online, by myself. The store isn't a REAL Verizon store, just a premium retailer, with buffoons working the dive. Go to the real VZW store in Corte Madera, or just call. read more

Staff member was exceptionally unhelpful and dismissive. Lesson (again) learned: If you don't want to get a run-around, buy your iPhones direct from Apple 100% unlocked and don't ever use Verizon as a provider. read more

Today I went here for a unique situation and waited 20 minutes to talk with the only guy who was working here. I have a feeling he was overwhelmed being the only person there on a busy Sunday and was trying to take care of as many people as possible. But alas, it's about quality not quantity. Anyway, I have mixed feelings about this place because there are a couple of times where we have gotten great customer service and this time not so much. I guess the moral of this story is if there is one person and a bunch of people in this store go to a different location. read more

Today I came to the Verizon store because I wanted my phone case and screen protector put on the phone. This proved to be a little difficult but Emmanuel "Manny" was super helpful. I'm glad I came to the store because the phone looks so nice thanks to him. read more

Well... Just put on hold forever. I've used both SR and CM. Yes, CM is way more knowledgeable about technical issues. Returning a LG Spectrum because they couldn't get my exchange email to run on it. read more

Horrible horrible horrible One guy first day at this location because manager quit yesterday sounds like this happens often from what other customers said. I felt bad for the guy he was obviously overwhelmed since he was by himself and had 3 pissed off customers. When we bought our 2 iPhones a few months ago they set us up on the wrong plan, cost us $200, they activated my new phone when it arrived at their store which rendered the phone in my hand useless (my mom was stranded and couldn't call me) lastly we just found out that they only put insurance on my husbands phone not mine that just broke. So now I'm SOL and their solution NO SOLUTION! I'm screwed can't get insurance now. Thanks for costing us hundreds of dollars and hours of my time and the hour plus my mom waited for me. read more

If you need anything Verizon related, go see Dontae at Northgate location!!! He bends waaay over backward to help, assist, tutor, guide and make the experience extremely smooth. He has the patience of a saint and the friendliest attitude. The guy should be in show business but, instead, helps low-tech people like me navigate phone upgrades and data transfer. Dontae is a superstar at what he does! read more

Verizon - Dontae the Verizon master! - Mobile Phones Near Me - San Rafael, California