This store is a real mixed bag. On the one hand, the people are knowledgeable about their product and those they sell, and are competent. On the other, the store is always grossly understaffed and every time I've been there -- which is many times over the years -- you always wait for 45 minutes to an hour. If they tell you 20 minutes, it's 45 or more. If they tell you one hour, it's going to be two. I don't know how they stay in business with their terrible customer service. Again, however, they are well trained and competent once someone can get to you. My recommendation is to either go to a Verizon Retailer or, if you want a company store, go to Pleasant Hill. Or, check in at 10:00 a.m. and go out to lunch. When you come back at about 11:30 a.m., they'll almost be ready for you. read more

Crazy accessory prices. Long wait for a simple SIM card change. Got dramatically better service at an AT&T Wireless store recently.

Manny was sooooo helpful and informative!!! He was so patient with me and my mom and our indecisiveness and many questions. Will definitely be back if we have any further problems with the phones. Thanks manny, you rock!! read more

These people are complete assholes. They just want to sell you a droid that's it. They get special bonuses for selling droids, they get barely anything for selling an iPhone. I get it but don't waste my time with a droid if u don't want a droid. read more

The worst service I have EVER received from any retailer in Walnut Creek. The girl there was impatient, rude, and oddly surprised that I was not aware of every single Verizon deal on the planet. The store was slow and I was the only one in there. The sales girl had a chip on her shoulder and when she went into the back I asked the manager how much the cancelation amount would be because I never wanted to return. My phone broke, so it was not like I needed them any more- I could have easily gone to anther service and gotten a free phone for signing up. The manager eased the situation, although I was not impressed. I own my own business and will continue using Verizon for me and my employees, but I will never go back to this store. Unprofessional, rude and horrible customer service. read more

Recommend anyone purchasing Apple products go a block away to the Apple Store. Purchased an Apple product at Verizon and without fabulous Apple telephone support after I left the Verizon store, I would still be trying to have the iPhone operational. The staff is pleasant enough, simply not knowledgeable or caring about anything other than completing the transaction. Quality of cell phone service may be OK - just purchase products somewhere else. read more

I was in walnut creek Verizon store today and this buff guy with tattoos was so awesome. At first I thought he was a tough guy but he turned out to be the most awesome teddy bear ever. My phone was broken and he fixed it. I didn't know how to operate it and he taught me. All in all an amazing day at Verizon. I couldn't have asked for better service.!!!!!! BESt STORE Ever!! read more

Made an appointment and we showed up 5 minutes early. We gave them multiple reminders that we were still waiting and the employee at the front just kept apologizing. What is the point of making an appointment? The front employee then said he would get a manager. The manager didn't come. We were kept waiting 25 minutes out of a 30 minute appointment, so we just left. My husband had taken off work to meet me there! Horrible customer service! read more

Its clearly a nicer store and operation than its competitors, however they appear a bit fascinated and impressed with themselves. The workers will ignore you a bit, but that's because of their sign in / wait list system. Still its odd, after you've been there for 30 minutes still waiting. The biggest problem is the up-selling attempts, they're always trying to act like your friend and point out how "cool" stuff is. They're the first Verizon store to get some of the wireless home security...etc.... to bad they don't know that technology , particular the Belkin stuff they stock is antiquated and overpriced by 30%. Anyone with an IT background will likely be offended by this attempt to rip off the consumer. From the silly Verizon cloud, to the accessories, they're just turn into wallet vampires out for your money. Its tacky and arrogant.. If they had just shut up, and sold me the phone I asked for the instant I walked in, it could've been a 30 minute visit, but they turned it into an hour. The worst part though is every time you say "no thanks" , they look annoyed and disgusted. Its really rude. They really think they are something special, that's for sure... next time I'll buy everything online. read more

Would give zero stars if possible. This store has extremely long wait times, and both salespeople and managers on duty are always rude, condescending, never apologetic, or accommodating. You would think for being a more expensive retail phone shop, Customer service would be top notch. Definitely not the case here! read more

I've gone here twice recently and I'm just so tired of the greeters who stand near the entrance and robotically ask why you are there and what your name is, only to then be put on a waiting list to be helped. Over and over, when maybe they can change their format and just have someone help you right away. After waiting for 20 min on a relatively slow day, someone was able to help us. All that was needed was an easy phone upgrade. It took about 8 min. from start to finish. After this last visit, I think I'll stick to their website for my needs. read more

LaJohnna assisted me at the Walnut Creek store on 12/27/13. I was going to use the upgrade on my other line because I wasn't eligible for one at the time and she informed me that I was eligible for the new edge upgrade program. I had never heard of the program before and LaJohnna spent lots of time with me going over every detail and answering all my questions. I was impressed with her customer service despite my 1 year old son running around the store and interrupting her. She recommended a phone to me, the Droid Maxx, that I absolutely love. I asked her which phone has the best battery life (because that was a big concern of mine) and she pointed me to this device; she was right And VERY knowledgeable about the phones. Not only did she save me a lot of money, she was a pleasure to work with and really made me feel like an important customer. On other occasions to the store, I have also had great encounters with the staff working there. They are always helpful and friendly and although sometimes there may be a wait, they always keep me updated on when I will be able to speak with a representative, no matter how many times I ask :) also, this store seems to be less busy than the Pleasant Hill store... Either that, or they have a better way of getting through customers in a timely manner. read more

I have 5 Verizon lines for our family and upgrading and changing plans is always a complicated process. I've had success at WC Verizon so thought we'd try it again. Was risky showing up at 6:30pm tonight when they closed at 7pm, but thought we'd give it ago. Was met by Sean and given the disclaimer that there were people ahead of us but they would certainly take care of us as soon as they could. Kids played on iPads while waiting. Before I was able to see the sales person, Sean came over and started going thru what I was trying to accomplish. Within 5 minutes he had upgraded my plan to unlimited (I've had overages the last 2 months) set up on one of the phones to be replaced under warranty and suggested how to move my upgrades around to get the lines we wanted upgraded. Sid came pretty quickly and was ready to finish all our transactions. Left with 2 new phones, a replacement phone on the way and unlimited data! Win Win! I was also told by the Verizon store in Lafayette AND on the Verizon customer service number that my only option to upgrade my 11 year olds broken 5s phones was to upgrade to the 7. Not good to have 11 year olds with better phones than Mom! Sean and co said that's Not the only option. Verizon Walnut Creek helped us tremendously. Thank you for staying an hour past close to get the job done! read more

Lajohnna is my hero! I lost my phone yesterday. It wasn't insured or eligible for an upgrade until August, & the Pleasant Hill store Rep's said I could only get a pre-owned phone or pay full retail price :( I went to the Walnut Creek store & this AMAZING woman named Lajohnna told me that I actually DID qualify for Verizon Edge - it said so right on my account when she pulled up my info! (Boo to the Pleasant Hill store for telling me I didn't!) With her help I got a phone I didnt even think was within my price range: a Samsung Galaxy S4 for only $63 with a monthly payment of only around $10!!! Lajohnna is, by far, the BEST salesperson I have ever met, ANYWHERE - she made me feel like her life's goal was to make sure I had an exceptional experience, which I DID! From now on I'm ONLY going to Walnut Creek, especially since I know Lajohnna's there almost every day - I'll take Walnut Creek's bad traffic and parking over bad service any day, lol! Lajohnna completely turned my experience with Verizon from disappointed & miserable to incredibly grateful & ecstatic! Thank you so much Lajohnna!!! Best Verizon Wireless experience I've ever had in my 13 years using the service! read more

I went into the Verizon on Locust in Walnut Creek today and received the worst service imaginable. I waited for 20 minutes with only 3 people in the store and finally left feeling disgusted. I only needed new battery but decided it was not worth the aggravation of watching disinterested and unknowledgable staff sleep walking around the store. I went on line and found the battery for literally 50 percent less cost. Poor service and high mark ups! Not happy. read more

Had questions about my new iPhone that even the Apple store didn't answer. Farid was really patient and helpful. He answered all my questions and I left a happy customer. Thank you Farid!!! read more

I recently went in to upgrade my phone to iPhone 6. I got the phone and they were also having an awesome deal on the Ellipsis tablet, in which I purchased that also for $20 plus $10 mo service fee. Unfortunately for me, that tablet is on a very poor operating system, which prohibited me from using the Preschool app for my daughter that I had told the rep I would be using it for. We also have only used Apple devices which I had explained. No comment from the rep as to he fact that the tablet he was selling me was far inferior. As a result it would not play simple apps, and was not compatible with Amazon Prime video!! This is a warning to all that the Ellipsis is mostly good for surfing the net mainly. I went back to the store to return this "paper weight" that I was sold, and talked to Priscilla. She was awesome, and did everything in her power and beyond to make the situation right. She gave the best customer service, and I can tell you that customer service is an art form that she has mastered. She got the price of a new iPad in my range in order to exchange the junk tablet I had been sold by the previous rep. She truly cared and "got it". Make sure if you go to this store to speak with her. She rocks! read more

I saw the manager Christian yesterday who was one of the best customer service providers I have ever met. He went above and beyond for me, and I really appreciate it! I'm so impressed with him and highly recommend this store. read more

I'm so frustrated with Verizon. The cell coverage is the only reason we stay. Whalid is no longer there, replaced by 5 half wits on commission. Currently under construction so the store is half the normal size, not a big deal for me but the customer service was horrendous this time. Went in on a Monday afternoon, third in line. More employees than customers so didn't expect a long wait. Waited 25 minutes. Our turn,, we had an upgrade and had planned to trade up for the Samsung s4. We got the hard sell about why we need to go to their new "Share everything" plan. Being told our current plan of unlimited everything is no longer offered and if we don't agree to go to their new plan we have to pay full price for any phone we upgrade to. Does that even sound right????? Really Verizon??!!!! They tried to convince us we would actually save $10 a month,( providing we didn't go over on data, in which case we could be charged up to an additional $90+, they didn't disclose this though). We left without purchasing anything, made no changes to our plan and highly considering going to another carrier where we won't feel strong armed. read more

I went in to get a new phone last week and was told that they would do a price adjust for me the next day and that all i had to do was call, so I wouldn't have to come back in. The next day I called and at first I was confused because it was an automated system. Eventually i got to the rep I worked with the day before. He told me that the price adjust had been done and there was nothing to worry about. Now when i look at my transaction their was not adjustment made. When you're in the store everyone is nice and helpful, but if you're not there in person it's 1) hard to get ahold of someone and 2) there is no confirmation for what you've done. read more

I have gotten phones at this location before and have been very happy with the service. The staff is just smarter here. I have two numbers for my business, another for my iPad and a fourth that my mother uses for her cell phone. I have two droids and an old flip phone my mom uses. I figured somewhere in there was an upgrade I could use. The gentleman who helped me figured out how I could upgrade to an iPhone. Because I'm a bit of a power user, I thought the 16g wasn't enough. He checked my droid and then said I was right, I needed the 64gig. Then he told me to wait a minute. He came back as told me that with the new Verizon Edge plan that if I waited 45 days until my upgrade was available I could end up paying $149 for the phone instead of $299 right now. I'll wait the 45 days and I will go back and give that young man the sale. Superb customer service. Don't do what's best for you, do what's best for the customer. I'm a salesman and I'm sold on this location. read more

Visiting this store is more painful than a root canal and I avoid it all costs. The system for serving customers is extremely inefficient and not customer friendly. You must be put on a waiting list which is inevitably 30-45 minutes even if you just need to buy something simple such as earphones or a protective case. Then when you do get help they often do not have the answers you need, and again are not very customer focused. When I know I need to go to this store it actually makes my stomach tighten! Please revamp your system and become customer service oriented! HIre a consultant to help you with this...please! read more

I've been to this store several times over the past years, and it was always b/c another store was unable to help (for example, the Lafayette Verizon is a tragedy). You will have to wait here, as they are always crowded, but they have an orderly process and you're immediately put into a queue. The staff is knowledgeable, courteous and patient - which is what you want when signing up for a contract, or upgrading to a new costly phone. I had Dustin help me today, and he was fabulous - but all the people there were cheerful and polite. I would rate them the equal of Apple (which is high praise). But be cautioned, not ALL Verizon stores are this good. The Walnut Creek store is the best by far. read more

I disagree with all the negative comments about this store and its staff. Yes, they are very busy at times but they gave me the best customer service I have ever received from a store in terms of information about their products and help with a usage issue. I want to particularly single out Jason as a fantastic representative. Thanks again Jason! read more

I bought a Verizon Thunderbolt phone at the Walnut Creek store. The battery wasn't strong enough, so I took the phone back but I had lost the box and the receipt. They were very kind about taking it back without the box and additionally, they will give me the $50 rebate (that I received for the Thunderbolt) on the next phone that I decide to purchase. I was impressed with the salesperson as well as the manager. They couldn't have been nicer and now, because of the great customer service, I feel confident about renewing my two-year contract with Verizon. read more

So this is where my trouble started. Got an iphone for Christmas and went here to get my phone numbers transferred from the old phone to the iPhone. A guy working there was able to help me and gave me back my phone saying "all the numbers on your SIM have been transferred". I clarified and asked if all my numbers were on the new phone. He said yes. He was wrong. He did not tell me that some numbers were saved to my phone and he could of had me make sure all my numbers were transferred to SIM before we even got started. So with only half my numbers in my new phone I still had to carry around my old phone for phone number reference until I went to the Verizon store in Rancho Cordova where I live to get the problem fixed (which was an even worse experience). I am new to Verizon, but it definitely has not been the best service and experience so far. read more

I just tried to call the number they have on-line (925) 279-6760. First, the call is forwarded to an automatic voice-messaging service. And, second, the voice mailbox is FULL!! What a joke! Wow! No wonder the wait in the store is hours long - they're even too lazy to check voice mail!! read more

I like the service I've gotten from this store and have gotten help twice when I thought that I would have a problem. Both my phone and my son's were damaged on two different occasions and neither was a defect (canoeing on the Sacramento River with a waterproof bag that failed and a fall). The most recent trip was two weeks ago and the store manager (Jason) helped me and came up with some creative solutions. He told me that he had only been there a short time (I believe a week) so he is new to the store. I don't like waiting for service, either, but I didn't have to wait too long and didn't see anyone there that wasn't busy working on something. I would go back to Jason if I needed help with an issue that I could not deal with over the internet and will go back to him for a new phone just because of the effort he put in on my problems. read more

The unfortunate thing about review sites like Yelp is that, until the number of reviews reaches a critical mass, a handful of reviewers can cast the subject in a highly positive (ballot-stuffing friends of owners/managers) or extremely negative (angry at the world and the slightest of slights) light. The latter appears to have happened here. The attention and the accommodation I received from both the manager Jason and sales staff here was honest and educational. I received a better than advertised deal on a four-phone family plan. And Jason cancelled the 21-months remaining on a Verizon wireless broadband contract for my laptop (The can-fee would have been $160) since I could use one of the smartphones to teether my laptop for $10 a month less and have full Web capability on my phone at all times, too. If you're a techie, you know what all that means, but I wouldn't have gotten there without Jason's hearing my gripe about the high cost of the two services together, and freeing me from the contract. You must know that Verizon is not the cheapest provider by a long-shot (I switched because my son's T-Mobile cell is virtually useless at his college in New Orleans), but Jason will be the first to tell you that it's about coverage and service. Afraid of getting sold/played? If so, talk to these fine people (Maggie was especially great considering the time I took with endless questions before closing my contract in a crowded store Christmas Eve day) and then tell them you want to take a day or more to do more online research on phone models and competitors' pricing plans and you'll possibly be back to them. If they put the hardsell on you to get you to sign, then by all means, walk away. Otherwise, go home and do the research to be an educated consumer, and then push for some better terms when you return. You'll find them willing to negotiate prices (but not on calling plans) and bend rules so you'll be pleased with your purchase. read more

I've been to quite a few Verizon Wireless stores in the bay area and this one is BY FAR the friendliest, most down to earth and cool people. I didn't get that 'high pressure' sales feel. They truly took the time to figure out a problem my sis had with her treo and did in-depth troubleshooting, etc. Very helpful and nice. I'd definitely come back here for all my Verizon needs. read more

I went in to this store to buy a temporary replacement phone until the new iPhone 5 came out as my child had destroyed my iPhone 4. I specifically stated that this was a temporary solution until the new phone came out and the sales person and I decided that a simple pre-pay phone would be a good temporary solution. Today I wait three hours to buy the new phone only to find out that I can not switch my phone number to the iPhone as I didn't have the pre-pay account for over 6 months. The sales person there had no clue what he was selling me and because of his ignorance I had to either pay full price (over $800) for the phone or switch carriers. I switched carriers to AT&T. Verizon service was terrible and cost me time and money. read more

I have been putting off buying a tablet because of many technical questions having to do with integrating with my current phone. I have had many good people help me in Verizon stores, but Chandara was above and beyond the best person and was so generous with her time, I just cannot say enough about her. If you really need hand holding, she is the person to ask for. I felt bad because I used so much of her time, but I would definitely recommend her to a friend. BTW. I spent about $1200 that afternoon. Thanks Chandara! read more

This is one of Verizon's newest stores which is very nice. The first time I went there with a co-worker and the customer service was great. The following week I went back to return a headset 40 minutes before closing and was told by the greeter that they could not take anymore appointments for the day and that a person in the store has already been waiting for an hour. He was pretty rude.I did not know they were so short staffed. What are they going to do with the holidays coming up? I will not be coming back there any time soon. read more

Waited 45 minutes before they acknowledged I was there. Took about 10 minutes to pick out my phone. Took employee over 1/2 hour to come back with the phone. Overall it was over 2 1/2 hours to upgrade my phone. The individual Ali was very nice and that is the only reason they are not getting 1 star. I saw at least 3 people walk out while waiting to be noticed. Not a way to do business. When I called and spoke with the manager I received all kinds of excuses but finally was granted a small compensation for the wait. BTW - that took 3 phone calls to even get through to their manager. I'm not sure if any other Verizon store is better but Walnut Creek really needs to step it up on service. read more

I have had very good experiences every time I have been in the Walnut Creek store. Most recently I was in last night at at around 8 pm and today at 5:30 pm. Both times I got service right away. Michael S. waited on me both times and was extremely knowledgeable and really helpful. read more

The new manager Brooke Hernandez at the store clearly has no clue as to how to treat customers, I urge you to not go to this location as the current management could care less about any customer satisfaction,with a long history of failures on my device which I purchased new at the Walnut Creek store 13 months ago to the tune of $500 + dollars ( buyback value from Verizon today 38 dollars !) and a documented history of the phone failing within 90 days, being replaced with a "like" new phone, which failed within 60 days of receiving 2nd replacement phone I was sent to their warranty provider who wasn't able to provide me with a replacement as there was no stock but wanted to give me a lower grade device AND they wanted me to phone back and check stock as they couldn't notify me. I am into this over 20 work hours, my advice USE METRO PCS, they are affordable reasonable and hopefully will take over the lions share of the market. My 1st yelp post ever , thank you Ms. Hernandez for the sheer disgust with your lack of humanity and managerial skills to write this. May your career be short lived. read more

Seems to get mixes reviews, but this place is an absolute 5 stars in my book. When I went in the wait was only a few minutes, the manager came out to help me since everyone was busy. The store was really honest and did not try to oversell me. I was extremely impressed. read more

The salesman at this store are crooks who care only about their commissions. My fiancee and I went to the store in July to get him a phone and have him added to my account. First off, it took about an hour just to talk to someone, which was annoying, but nothing compared to what followed. The salesman claimed that in order to add my fiancee to my account, he had to open a new account for him, link it to my account, and then close it. Fast forward to October, and my fiancee receives a letter in the mail from a collection agency saying he owes Verizon $35, apparently for an activation fee charged to the account that was open for all of 5 minutes. After talking to Verizon on the phone, we found out that the salesman only opened a new account in order to gain extra commission. If he had simply added my fiancee to my account in the first place (which is what they're supposed to do), the whole mess would have been avoided. read more

Wow--it takes a lot for me to give a review...good or bad. Unfortunately, this was the WORST customer service experience that I can remember EVER having. I bought a Droid 2 phone two weeks ago. The phone didn't work for me--just too cumbersome. Switching from a Blackberry and not at all liking the pull out keyboard. They have a one time return policy within 14 days of the purchase for a small restocking fee. I go in today to return it--2 weeks to nearly the HOUR that I purchased it and was told by Christie that today was technically day 15 because they count the day you bought it as day one. After requesting to see a manager, she comes back requesting to know all of the reasons that I don't like the phone. "I don't like it" wasn't good enough. Each complaint was met with resistance and combativeness. She wanted to know why I didn't originally buy the phone that I was exchanging it for---um, because I didn't know THEN what I know NOW. Duh! It was unreal--I've never returned an item where they demanded to know all the reasons I didn't like the product and then tried to change my mind. Finally, I told her that I didn't want it and wasn't going to keep it regardless. This ordeal went on for one whole hour! Love the new replacement phone, but my only mistake in retrospect was not returning the whole enchilada and cancelling my contract with Verizon. Signing a 2 year contract with a company who doesn't respect or value their customers is feeling like I just made a deal with the devil. Shoulda, coulda, woulda. Oh, and I've been in before and had terrible customer service by the "manager" Scott and another woman with long brown hair and glasses. So, it wasn't just one person having a bad day...habitually rotten service. One thing is certain, I went in to trade in my phone and buy an iPad today and I am going tomorrow to AT&T to buy my new ipad--no more business for this company! read more

BAIT AND SWITCH. I went into Verizon interested in buying a 4G Galaxy tablet. They only had a 7.7inch on display, with a $100 off promotion, 16GB (Costco had an 8 inch wifi only with stylus). After selling me on it, it turned out it was out of stock but they pushed a comparable model (nothing on display with info), the "only difference was that it was 7 inch" and I got to save $50.. then it turned out I had to pay $100 more if I didn't want to start a 2-year contract on it. I ended up paying the extra $100, deciding cellular connectivity was a trade off for size and lack of stylus. Then I saw on Verizon homepage tablets on sale.. problem was, they were only 8GB. I was happy with my 16GB. I checked my box, all my literature to confirm I had 16GB (taking the salewoman word for it since it was not on display).. took it in to a Veriozon store, they confirmed it was only 8GB. So I got baited and switched .. turned out the display model was a discontinued item for a month but was still being prominently displayed in the Pleasant Hill and Walnut Creek corporate stores! (not localized dealiers) and management said it was a marketing decision to display what was classified as a "discontinued item".. I called California dept of weight and measures and they said while these practices might be misleading, like used car salesman using bait and switch tactics, they were not illegal. They suggested I contact the local Better Business Bureau. So I was misled into purchasing a 8GB device, I was charged a non-refundable connectivity fee of $30 and a $75 (penalty and taxes) restocking fee for and item was cheated into buying. Store management kept deferring to marketing and customer service, customer service kept saying it was a local issue. I am very unhappy with Verizon and very unhappy with their corporate stores. I tried to work through their company but they are trained to deflect the blame and not take responsibility problems that originated with their marketing policies and company standards. read more