Verizon Wireless – 4G Wireless

I came into the Lafayette location and was greeted by a gentleman named Billy. I noticed he walked around the counter and met me half way which was different then most Verizon locations. It seems verizon has changed the way they do there upgrades now. Billy was very thorough in explaining the difference between the two year contract and the installment plan. He also analyzed my plan let me know that I was on a dated plan which needed to be updated. We explored all of my options and came up with a plan which would be tailored to my needs. He also gave me a Mobile hotspot for a discounted price and with the way my plan was set up it would be built into the bill. So with the new phone and a mobile hot spot my bill was still around 20 dollars less. He transferred all my information from phone to phone and the other employees assisted him in gathering everything for my phone. I forget there names, but it was two gentleman and The manager Jorge made sure everything went smoothly with the upgrade. Billy even packaged my phone with an accessory bundle which was awesome. I was able to get a phone with a heavy duty case, a glass screen protector (which he put on for me), and extra charger as well as a bluetooth headset. I also had a mail in rebate which he helped me fill out and made sure i had everything for the rebate before i left. It was as easy as me mailing the envelope with the contents. It was a very positive experience and I am shocked to see that some people are leaving reviews that are negative. If you ever need help with a cell phone or anything Verizon I would recommend the Lafayette location. Everybody seemed super helpful and I had no complaints. Billy or Nabill which i realized was his real name as it was printed on the receipt is a gentleman and went out of his way to make sure i was taken care of. Very seldom to places provide the level of customer service i received in the Lafayette location.

I came in to the store to switch two lines from ATT to Verizon. The salesperson said that it would be over $ 400 up front in fees. Having researched the cost to switch, I knew that all I would need to pay is $ 112 in sales tax online. Apparently, this Verizon «independent retailer» gets away with charging these exorbitant setup fees. On a quick call to the Verizon corporate store in Walnut Creek, I was quoted the same $ 112, and will be buying my phones there. Total ripoff and I feel terrible for the customers who probably have no idea they are being overcharged!

I came to this store for the Manager, George. He helped me a long time ago at another store and proved again his interest in customers and knowledge of the products
Not all stores are equal, and the staff makes a big difference.
I recommend coming here for mobile phone issues, and I strongly recommend asking for George. Thank you

I had a pretty bad experience here today trying to get a new iPhone. In the past I have upgraded to a new device every two years by paying an upfront amount and then signing a new 2-​year contract, which is what I hoped to do this time. Ha!
I was greeted by a woman who I believe to be the Assistant Manager but I didn’t get her name. She was with another customer but told me I could ask her my question. When I said what I wanted to do, she asked for my phone number, last 4 digits of my social, and my password. The other customer was standing right there, so I said I felt weird audibly speaking all of this information. She offered to let me type it in myself, but as things progressed I ended up having to say it out loud anyway, to the Manager of the store as the system ended up saying my password was invalid. I thought this was strange because I’d paid my bill last week using this password. This set off about a 10 minute discussion about resetting my password, including calling Verizon customer service. I asked to reset my password to the one I thought I was using, which is a word + a number. The AM then said something like, «the password has to be 4 – 5 numerical digits». Turns out they were asking for my billing password (it’s more like a PIN number) which is different than the password you use on
. I’ve never had to use it or give it before, and they did not specify, nor did she tell me the password I originally gave her couldn’t be right because it had a word in it. She also didn’t figure out the problem when I offered to login to MyVerizon on the computer, which should have tipped her off as well. She and the Manager then laughed about it, seemingly making fun of me because I didn’t know what they wanted. I was tempted to walk out right there, but I didn’t.
Whatever, misunderstandings happen, so we continue. She then proceeds to tell me that the old way of paying $ 199 or so for a new phone upon signing a new 2 year contract is something that Verizon «doesn’t do anymore». I said that sounded weird because that option is still available online. She says no, it’s all monthly device payments that are around $ 30/​mo until you pay off the full retail ($ 600+) price of the phone. I don’t upgrade my phone every time a new device comes out so this option isn’t ideal for me. She insists it’s THE ONLY way, however. So I think OK, if I’m paying nothing up front right now and overall my monthly bill stays the same, then this is OK because it would essentially be a wash.
She proceeds to tell me all about how I should get the 64GB instead of the 16GB because «[she] always runs out of space even though [she] deletes her pics and texts all the time» (Cool story, bro?) She tells me about how when she bought her phone at Best Buy, they gave her an insurance plan but that it wasn’t a Verizon insurance plan so it was a confusing experience for her. She said my phone would come with an insurance plan too but I could cancel at any time! Confused, I asked her if it was a Verizon plan or an Apple plan, how much was it a month, etc… All information she seemed to be weirdly cagey about telling me. She said it was a Verizon plan, but after reading another review mentioning «ProtectCell» I’m wondering if that was true or not. You’d think it would be store policy to clearly outline what I would be walking out of the store with, but I guess not.
I then said I wanted to purchase a screen protector. She said, «oh that comes part of the package you’re paying for today». Uh, WHAT? What package? It was like pulling teeth to find out what this package was and how much it would be. First she said the taxes on the full price of the phone — which, fine, makes sense and should be about $ 60 or so. Then she said, «also other fees». It took 5 minutes of cajoling to find out that the other fees is actually the charge for them to set up the phone in the store — something like the «Good to Go Service». Exasperated, I asked her how much up front were we talking about? She pulled out a calculator and 5 minutes later she told me «$ 286». So, the price of a 64GB iPhone 6S if I were to buy through
or Apple itself and go with a two year contract.
It was at this point I told her that it was more financially responsible of me to go through the website versus the store, and sorry for wasting her time. I cannot express how exasperating this whole 45+ minute experience was. A customer shouldn’t have to pull teeth to get information about what they are paying for. It’s hard to convey exactly how many times she would say something, and then I’d have to ask her to clarify what she meant because the information she gave was done so very flippantly or in a confusing roundabout manner, but trust that it was a frequent occurrence.
Edit: Having read other reviews I now realize this is an authorized reseller NOT an official Verizon store. The tacking on of fees, and lies about the 2 year contract — it all makes sense now.

I love this Verizon Store! They have great customer service and were quick with getting me my new phone and transferring all my stuff to my new phone. I was in and out of there quickly! Highly recommend them. Ron Vegas was awesome! Thanks Ron!

I find the service people here to be very good but wanted to write this to issue a warning about the insurance they sell. This store is premium retailer and they sell Protect Cell which is not a normal Verizon Insurance plan. It has a very high deductible on top of the price you pay for the plan. Be sure you get all those numbers before you make a decision to purchase insurance. We found it cheaper to buy a refurbished phone (of course it won’t be the latest and greatest). It would have cost us $ 370 to replace my daughters almost 2 year old HTC1.
Yowsah! If you are unsure — ask to call the Protectcell insurance number and ask them.

Excellent Customer Service. We walked in this morning and Billy M was amazing. So helpful and pleasant to work with. He helped us out tremendously. Great Job, thanks again.

I just switched to Verizon from AT&T and I can’t say enough about the service I received from Ricky and Rodrigo in Lafayette, CA. All of my questions were answered clearly and respectively. Ricky and Rodrigo waited for my return to set up my phone. My old phone was not cooperating with the data transfer and they both stayed late to make sure the process was complete. Thanks fellas!

Went to the store in Lafayette with a malfunctioning tablet. Received excellent service from Ciera. She got my tablet working as good as new in no time. She has a great attitude and exceptional customer service. Thanks Ciera for all your help.

Went in to the newish Verizon store in Lafayette and got absolutely terrific customer service from Ciera. I had a question about filing a claim on a damaged phone, and Ciera walked me through the process step-​by-​step. I needed to leave to do this work at home and Ciera took the time to write me out some quick notes so I could efficiently navigate through the Verizon help=-line prompts. She was absolutely knowledgeable in everything «phone» and her help enabled me to save a lot of time and get the answers I needed with a minimum of waiting in phone tree misery. Thanks, Ciera!

Ok, forget T-​Mobile and Sprint. Shitty service period. We all know this, despite their incredicible offers of ½ off. That leaves us with ATT and Verizon.
I happen to have Verizon, which means I have to enter my local Verizon store, and it happens to be in Lafayette.
Let me tell you, I enter this store and the staff bends backwards to not only keep my business, despite the crappy alternatives, but go above and beyond to guarantee my complete satisfaction.
The one person in this store that I can credit with single handedly saving my loyalty is the charming Mr. Bryan Diaz. He connects with me as a person, listens to and values my needs, then delivers. Boom. His can-​do attitude either reflects the management or infects it. All I know is that once I engage Mr. Diaz, the rest of the staff joins forces with him to do right by me.
I not only leave this store completely satisfied, but flat out feeling great and impressed with the personal attention I receive.
Should you need a phone, service or help, seek Mr. Bryan Diaz, tell him I sent you and be prepared to be taken care of.

Having encountered some problems with my account and hating to be on hold for long periods of time, I decided to see if I could get some help at the Lafayette store, and I am very happy I did. Ciera helped me and I am extremely satisfied. She was very courteous and very knowledgeable. She spent a lot of time with me to get things straightened out. She was also very polite and knew what she was talking about. I will go out of my way to deal with her in the future if need be and hope she doesn’t leave the Lafayette store.

I was at the Lafayette store last weekend with a new iPhone 6 and had the store manager Ron Vegas assist me in getting the phone turned on and all the data transferred over. His knowledge and skill level made everything a snap. He was very courteous and patient with all my questions and concerns. I recommend taking your phone needs to him, he can take care of all your cell phone problems.

Service was amazing. Ceira was very thorough and very knowledgeable about many different products in the store. I have been in with my daughter once before for an upgrade and the experience was very unpleasant and i was very hesitant to come back, however, being so close, I’d thought I would give it another go and I am very glad I did. I didn’t believe it when Ceira had said she had only been with the company since October because not only was she polite and knowledgeable, but other employees were asking for her help repeatedly and she professionally took care of me while doing four things for me at once (back up, upgrade, another line and setting everything up), and them. Ceira would make a great manager and I will be back because of her. I highly recommended going in and asking for her if you want things done right and honestly.

I was very pleased with my dealings this week with salesperson Ciera and the purchase of a new Samsung Galaxy phone. Ciera was very knowledgeable on all the phones and guided me to the best one for my needs. She stayed well beyond closing time to finiish a rather complicated transaction. I had contacted the phone sales before with little satisfaction and was glad I went into the star where I got real hands on service, again, with Ciera, whom I would highly reccommend as a sales person for anyone looking for a Verizon Wireless product

Abject morons, don’t go in there unless you want to spend the day waiting for newbie du jour to figure out how to use the software, the printer, the stapler (no exaggeration) and still leave empty handed. I ordered a new phone and paid a deposit on the 17^th, did not get a call when it came in, tried to pick it up unsuccessfully TWICE and eventually canceled completely. Phone sitting right there on the counter, clerk madly scribbling numbers on scrap paper, still can’t manage to sell it to me. Hopeless.

The girl ##### is a moron. She can’t do anything herself. She made a customer just wait around for nothing just so she could be free when a certain other customer came in. She was just on the computer and couldn’t stop long enough to help her. The lady eventually just left. She is stupid stupid stupid.
And maybe a bit retarded!

Never have I EVER received such poor customer service that I had to sign up for Unilocal just to share this awful experience…
1. iOS 8 slowed down my phone, not sending messages (iMessage or regular texts), data not working on wifi, LTE and/​or 3G.
2. The store «manager» was rude and extremely unhelpful. Told me that I can either pay a $ 150 deductible to get a replacement phone (through my monthly insurance) or I can «WAIT UNTIL THEY ROLL OUT THE IOS 8.1 UPDATE.»
3. Seriously? When I asked for his last name, he refused to provide it to me. (His first name is ELI by the way).
4. Oh, and ELI is the store manager BY THE WAY.
5. I went to the Walnut Creek location and they are sending me a brand new replacement iPhone 5s FOR FREE with next day shipping (also FOR FREE)
6. Sean, the WC store manager also went out of his way to find a better phone/​data plan that is cheaper!
Tip for you all– if you want someone to help you who isn’t going to treat you like an idiot, go to the Walnut Creek location. The wait might be longer, but the service exceeds expectations AND the store manager (SEAN) is super nice and helpful.

My husband and I stopped in because our family plan contract was up. Alex was our sales rep. He was so informative, friendly, not pushy, and knowledgeable. We will definitely come back to him when purchasing our new phones.

This location is absolutely disgraceful. I walked into the store today looking to start a brand new plan. Within one step of walking in, I see four store associates talking at the front counter, when the female associate began spewing expletives at the top of her lungs. A couple of the male associates joined her and then was told to pipe down by the (presumed) manager. I turned around and walked out… this behavior is unprofessional and completely unacceptable. Verizon HQ should perform an internal audit of these four, especially the female associate.
It’s been said that if you get good service, you’ll tell 20 people about it. If you receive bad service, you’ll tell 200 people. I’m telling all those willing to hear it in the Unilocal community.