i have been waiting an hour an a half- one of the workers is literally picking his nose in the store as he is texting lots of people and walking around and leaning on counters and there are a bunch of people waiting !!! read more

My wife and I were on vacation and stopped at this Verizon location! It was an amazing experience because of the assistance we received from Cristal!!!! She was awesome and definitely went the extra mile!!! She helped me get my new phone and accessories I wanted and even recommended great places to eat in the area. She helped with the new update to my phone and everything. She was so amazing. I believe this is the best experience I've ever had at a Verizon store!!!! Cristal, I would say, is a huge asset to this store!!!!! Thanks so much Cristal for helping us and chatting with us like we were family!!!! I was blown away to say the least with her customer service!!! read more

I just got to Santa Cruz from the Midwest, and my AT&T doesn't work in the place I am renting in the mountains. After asking around I found Verizon to make more sense for me here, so I left a grandfathered account with AT&T. This is the closest store to me, so I went in just a couple days ago. The people at the store bent over backwards for me trying to transfer my data. Particularly Jason and Leah! I had a lot of data to be transferred and they are allowing me to come back and transfer when I have more time. They helped me out above and beyond...just be friendly, ask the questions you need, and they will be reasonable and helpful to you too! read more

The greeter was not really helpful. I went in to get a new cord and was told I would have to wait for six customers for someone to ring me up. I walked out and will find it somewhere else, spend my money somewhere else. Customer Service is non existent at this store. I was not offered the possibility of an appointment. read more

A guy named Rene who works there was super helpful in helping me start a line/plan he made the whole expire version super easy and good rather then confusing and not helpful like it usually is when working with phones lol. Thanks Rene! read more

STAY AWAY they will BAIT AND SWITCH you into a plan you did NOT agree to! Our rep's name was Yony, and this is what happened: We went in there to add a phone to an account, change the whole account to a business account, transfer one line over from AT&T, and upgrade two phones. That's all we needed and we are quite versed in these kinds of changes/upgrades and wanted to just walk in and out and be done. Yony kept trying to upsell us to add a "Jetpack" (mobile hotspot) which we did NOT need. We both told him this multiple times but he kept insisting it was free, the equipment was free, and there was no monthly service charge, only that it would use data from our plan and that was it. I insisted that we could make both of our phones mobile hotspots already so there was really no need for it, but he kept pushing it. He went to the back to talk to his manager to verify the "free" part and when he got back we asked him AGAIN (in the end he verified 3 times that there was no charge at all to add this on), so eventually my husband and I said FINE, if it is completely free then go ahead and throw it in there, whatever, maybe we can use it when we travel or something so we don't kill our phone batteries. Fast forward to when we get the bill, NOPE NOT FREE, getting billed a $20 monthly service charge just for having it, even though it had sat in the box in the back of a cabinet since we brought it home. We were LIVID! We called Verizon and they said we could not cancel it without there being an early termination fee of ~$170 just to take it off, since it was part of our plan now. Only time to remove it would have been within 14 days but we did not see the charge until after receiving our first bill. BAIT AND SWITCH!!!! My husband went in to the store to talk to Yony and his manager, and RIGHT IN FRONT OF HIS MANAGER he DENIED all of it. I could not believe this was coming from a reputable company such as Verizon. That night I called headquarters and logged a formal complaint against Yony and his manager, and I will also be speaking with their district manager and writing letters to anyone above them. THEY NEED TO KNOW THE KIND OF SCAMS THEY ARE RUNNING OUT OF THEIR VERiZON STORE, and there is no excuse for this. In the end the best they could do was to offer us half off the early-termination fee. So they got ~$120 out of us, because we were upsold and lied to about a piece of equipment we never even wanted!! We want nothing more to do with them at all, and now we can't cancel our phone contracts either, because those lines will ALSO have early termination fees. We will just have to find another carrier that buys out contracts but you can bet I'm taking this as high as it will go, and writing letters along the way to whoever will listen, because this type of practice should NOT be allowed to happen to anyone. Looks like Small Claims court is our next stop... I can't say what your experience will be at any other Verizon stores, but I sure regret ever setting foot in this one with their slimy tactics, a far cry from the AMAZING experience I used to have being a previous Verizon customer '05-09. STAY AWAY FROM THESE FRAUDS! read more

Buyer Beware - Nothing is free. My wife simply wanted to upgrade to a Samsung S5 smartphone. We walked into the Santa Cruz store and were making up our minds between the Samsung and an LG G3. The salesperson told us to get the LG, because "Verizon was throwing in a tablet for FREE". In the end, that offer clinched the deal, even though we already had a tablet at home. We rang up our purchases and left. When the bill arrived, I noticed the new tablet had its own cell number. I returned to the store and found out Verizon had added the tablet to our account, as a two-year contract - total = $240! As we had quite enough cellphones and laptops with wi-fi, I tried to get them to drop the tablet from our data plan, and was told there would be an enormous re-stocking fee and serious financial consequences for dropping the service. I wish to state I have been a Verizon customer for 15 years, and they do offer the best coverage around, but the bait-n-switch tactic, with the possibility of being billed nearly $300 if I tried to back out of the FREE TABLET "contract" will make me continually vomit a little in my mouth for the next two years... We bought a Honda Fit this year, and the agreements we made at the dealer were far clearer and understandable than anything we saw at Verizon the day we 'upgraded'. read more

30 minute wait just to talk to someone to upgrade my phone. Hire more people and train them to be friendlier. Sat around with a dozen other people waiting for any kind of help. With the price of all of our accounts with Verizon, some customer service would be nice. read more

I bought my original phone here a year ago. Like a previous reviewer said, the sales clerks give out conflicting information. I had one that was obviously trying to stick it to me then and his buddy was laughing all the while. Today was no better, they claimed the computer was down when I went in to add a line and wanted a whole bunch of info I was not comfortable giving out to these guys. Very high turn over rate. Very unhelpful and just plain stupid. Avoid at all costs. read more

I have to deal with this company and this store because I have a work phone. The service is terrible. The wait is usually rediculously long. they have a magic sign-in-to-get-your-place-in-line, but what they need is two more people at the counter. All you see in the customers' faces is frustration, anger, or resignation. Do business here and you will eventually end up in the latter category . Try calling them on the phone. They don't even have a default connection to an employee after you sit through the prompts. And you will sit through the prompts because chances are none of the options apply to your needs. I know cell phone companies are known for basically sucking all around. This place is there poster child. read more

Do not and I mean DO NOT purchase anything with cash here. Im still awaiting a refund check from a phone I returned 11/21 after being purchased on 11/20. I've called 3 different times to corporate in which they stretch the time and tell me "It's in the mail". Each time I've gotten 3 different estimations in when it will arrive. 5-7 days. 10-14 days. 3 weeks. And my most recent visit to the 41st Capitola store I was told up to a month. It's 12/26 and I have yet to receive my refund!!!! I've gotten no where calling or going into the local verizon. All I want is my refund. I returned unused and unopened items and have been a Verizon customer for years. Where is my refund????? This was for a Christmas gift! General Managers name is Sue. No help at all and in fact entered incorrect information when handling the return.The ticket has been escalated as of DECEMBER 27,2019. $446 dollars of my money in Verizon's hand. With no product and No refund ? As of now 1/29/19 I still have not gotten my refund. I final it absolutely inconvenient in the way Verizon does returns. I've now talked to 4 different Verizon reps. 1st rep ALBERT went so far as to directly lie to me and say he was able to fedex overnight me a check and I would have it the next day by 3 pm.Even went so far as to give me a fake tracking number. (1/24/19). Which I obviously never received. So I called again at 3:45pm on Friday (1/25/19) spoke with a DAMIEN and DAVID who said they would call me back because they needed to speak with the financial dept and obviously they never called back. So here I am JANUARY 29th 2019 still with no refund from my return on NOVEMBER 21,2019 for 446$. read more

Liars and thieves. They promised to replace my broken device, and then reneged.

Re: the review from Eh W. in San Jose: This does not happen only at your local store. My partner and I were served by a very charismatic and sweet-seeming salesman in El Cerrito who similarly convinced us to change our plan and get "free" ipads and have a reduced bill to boot. All false. When the bill came there were many charges that were not what we'd been promised. And just like you, we were told it would cost $170 per phone to un-do the deal. We had to come in twice to dispute the charges. Fortunately the guy we dealt with was not such a liar as Yoni and did all he could to get charges removed. But we are still paying more than before they sold us that bag of goods. I believe (and after reading your review, I STRONGLY believe) that Verizon intentionly trains people to lie and offer "free" things that they are subsequently charged for. (How about the "free phone" with each new 2 year contract, which always costs at least $50 out the door?) Verizon is the most unscrupulous business I have ever dealt with in terms of cheating customers. There should be a class-action suit. If it were not for the fact that the account belongs to my partner (and I get a good deal from her) I would have left Verizon long ago. read more

I went to this store about a week ago to get a new phone. Let's face it--I was an easy sell that day with a broken phone and an available upgrade. The only positive about this experience though was that I only waited about 7 minutes for somebody to help me. Not knowing what kind of phone I wanted, I asked the sale's representative for his recommendation. He steered me toward the Droid Turbo. After deciding on that, I asked if they had it in blue. He looked in the counter directly under the phone and found only orange and black. When I asked if he could check another store, he told me that they had "the largest inventory around and another store wouldn't have it." After asking if he could check anyway, he miraculously found not one, but TWO in their own back stockroom. Was it so hard to check the system in the first place? Onto the plans. He said that the plan I currently had was inadequate for what I was using it for as far as data went, and said that I could probably save myself money. Great. But I would like to point out that at no point did he ask for my billing password, last 4 digits of my social security number, or sign anything about changing any part of my plan. I asked the simple question of what the advantage of having Edge over a 2-year contract with me and he could only tell me that they were basically the same price, but you're paying for the phone over 2 years. When I asked what the advantage would be if I wanted to pay for the phone upfront, he just kept telling me that overall it would be the same price, and worse yet, he told me that I was the only customer that he explained this to that didn't understand (though the woman next to me was having the same discussion with another salesman). How insulting. About that time I told him "You know what? No thank you." and I walked out. I would discover at the store down the road (Diamond Wireless, a Verizon Wireless Premium Retailer) that the original sales representative that I walked away from not only changed my plan without my consent, but also had me set up for a hefty first bill for not backdating the plan in which he changed. Funny thing was is that I wasn't the only customer in that store that had just walked out of this store that I'm reviewing. Long story short--drive less than a mile down the road to Diamond Wireless or even the mall kiosk. Anything to avoid this abomination of customer service. read more

I bought a Driod one year ago. At the time they said that the driod did not have a flash driver, and that it would work in a couple of weeks. It's been one year. I would like to buy the I phone since they have a flash driver. read more

I took my friend in to get a new phone after her phone died. She has a basic phone and is elderly so not interested in a fancy phone. I believe that people who work in the cell phone world are akin to used car dealers so I was paying a huge amount of attention to what was going on. Leah, last name unknown, was assigned to help us. I was completely surprised. She looked at my friends account, noted that she was paying a huge amount of a phone bill and suggested a more economical plan. I questioned her in several different ways to make sure that the plan was as she promised and could not find a problem with the plan. I was so impressed with Leah and her commitment to getting my friend a good deal. I do not believe that Verizon is a company that cares anything about it's customers but I do believe that my friend "lucked out" and found one of the few individuals that work for Verizon that truly understands what it takes to keep customers. Thanks Leah. You did good work today. read more

It's gotten better but not great. The help here comes and goes. The service is slow. At least the grouchy manger isn't there.

Sure the wait can take a while seeing how the store is on 41st but I've always been treated very fairly and professionally there.

I was shocked to find out that Verizon wanted to charge me $30 for me to buy a new phone, not for the new phone, but just for the privilege to buy one. I refused to pay it and even getting the store manager to apply the "waved fee" was a joke. Worst customer service ever. read more

Worst customer service I've ever experienced at this location today. I was obviously there for phone difficulty- the staff members were so rude to me! If I could give them negative stars I would. read more

My wife and I visited the Capitola store yesterday and were helped by Mark, who is as good as it gets!!! Very patient and a great sense of humor, a real asset to the Capitola store. Was able to remove a lot of unnecessary applications that were messing up her phone. Mark, a BIG THANK YOU from both of us!!! read more

Super bummed with no tracking for my iPhone 6 order. Spent over 6 hours here on 3 different visits and also 6 phone calls. A month later still no phone that I paid for and never an explanation why. Won't come here again. read more

This store has very bad service most employees we have had contact with do not seem to want anything to do with us one tried to help but could not! One guy. 'rene 'kept repeating over and over it Samsung issue. Left store very frustrated then we stoped at bestbuy store down the street a very helpful young lady at bestbuy fixed the problem with my phone in less than a minute thank you BESTBUY! I would give no star if possible!! read more

Was conned into buying a Hum. Before Leaving the store, I found out that it did not work for the car I needed it for, which I had been assured that it worked for. So I decided to put it on another car. The registration failed to work. At that point I looked up the Hum and found it had bad reviews. So I decided I didn't need it. Now I needed to return it. Was immediately informed that I would need to pay $35 restocking fee, even though I had never registered the device nor opened the package. We complained about this, and after about 20 minutes the store personnel decided we didn't need to pay the $35 and could leave without the device. The next week, I noticed the device charge was on my bill. It took a chat and a cell to Verizon to get it removed. Now a month later, I am getting a $20 activation charge on my bill for a device I never used; never opened; and returned. So my advice is: 1. Do not buy a Hum. 2. Do not trust the store personnel. However, the Verizon personnel at the company have been helpful to resolve this. read more

I hate dealing with Verizon especially when it comes to setting up new phones, so walking in on a Friday night at 6pm I had no expectations. We were greeted immediately by Annie and asked about our needs. She was very clear with all her explanations and examples for what might work for us. I was expecting to have a bunch of numbers thrown at me and she wrote down and showed us all our different plans we could choose that would save us money. She even pointed out the items (Cases, accessories etc.) that were on sale. After breaking down a payment plan for us and giving us all our options in writing we purchased 2 iPhone 5s' and added them to our family plan. Within minutes she sat us down at 'the round table' and had us activating and registering our new phones. Because there was 4 of us ( the 2 phones were for our 2 teenagers) she had Joey come over to the round table and help with the setting up and instructing for our teens who had a few questions. We had their undivided attention for set up and beginning instruction in a well lit, clean and comfortable environment. From start to finish our visit was no longer than 60 minutes and we walked out with 4 huge smiles. Joey and Annie represent Verizon with 5 star professionalism! I can't believe I waited so long to come in! read more

Joey Alva is the best Verizon rep ever! This store has everything, and you can actually play around on all of the devices. Joey took the time to make sure we got exactly what we were looking for. My husband and I walked out very happy. Thanks Joey! read more

Thank you for being so easy to work with!! Everyone there was helpful, kind and funny. Verizon got it right with this store.

On Wednesday I went into the 41st. avenue store to pay my bill...the greeter was talking with a woman who needed help...the greeter told her she would need to go to Comcast for that issue...the woman said "I don't know where they are located"...the greeter walked away...I told the woman where Comcast was and she left...I asked the greeter a question and she "dismissed" me...the greeter was a "girl named Sue" read more

Went in 2 weeks ago, and again yesterday. I was pretty nervous in the beginning not sure what to do. Evelyn helped me set up my phone and kids watch. She is very patient, helpful, and friendly. Thank you, Evelyn! read more

I went in on a whim, tired after work. I was told there was a 28 minute wait, but I wasn't in a hurry so I decided to look around while I waited. After maybe ten minutes, I was told that it was my turn. Anne helped answer the questions I had about an early upgrade and changing my contract to a payment plan. She gave me all my options and seemed to know all about their products and services. I made my choice and she made the transition to a new phone quick and easy. After having had difficulties with other Verizon locations in the recent past, my experience yesterday restored my faith in the company. Thanks Anne!!! I am a happy customer. read more

I want to thank Brianna who is a Solutions Specialist - and that is a good description. Brianna is friendly, helpful, and knowledgeable! I had a complex situation and she was patient and helpful in working thru the details. I would HIGHLY recommend her if you are thinking of Verizon for your carrier. Then again, I don't want her to get too busy- haha! The Capitola store is friendly and helpful as a whole. Thanks, Brianna. read more

I recently upgraded to a new iPhone here. I felt like I was buying a used car when it came to accessories. I realize these guys work on commission... but come on! The salesman pushed really hard on a case, screen protector, new iPad, and an Apple Watch. I told him "no thanks" point blank several times. When he finally got it, he acted offended and put off... Almost reluctant to help me transfer a few things over to the new phone. As if a $700 purchase doesn't make you a valued customer. It may have been towards the end of his shift... as he kept looking at his Apple Watch! How ironic is that?! I thought I made off without getting screwed, only to find that he signed me up for the $11/month insurance plan, that I didn't agree to. Since you can't trust these people, now I wonder if he's stealing data off the old phone I sold back to Verizon. This store is terrible, but the GO Verizon store down the street is worse! Good luck consumers, these vultures will take you for anything they can! read more

This is another repeat on poor customer service. Went in to upgrade my 5S to a XS, asked if I could have help to transfer my stored data into new phone. I was told that do it myself in order to understand how operate my new phone. We proceeded right on to the items in the accessory basket. I stopped the pitch to ask for help to coach in the process and was told it's not the store's responsibility to do this any more. My experience in past purchases, the sales person always helped with a good understanding of the new product being purchased. This attitude is unfortunate to which I will go elsewhere. read more

I can not say enough about the customer service at this Verizon Store . Eric went above and beyond good customer service to great helping me to get going on my IPad and upgrading it to the O5 operating system. Thanks again for all you help. Marc Grossman read more

I have been a consumer at your store for at least a year. There has been different managers here throughout the year and Eric Agusto has been the best manager to deal with. He always have a smile on is face. He is always very patient and helpful. It seems like there's a good team working in here now I've noticed since he has been in charge. And a good thanks to Ramon Magana who helped him 2 nite you its also very pleasant and nice to work with a nice smile. Thanks JoAnnA Rizzo (831) 331 6277. read more

Love the new look of this store! Although I live closer to the Westgate store, I always choose to shop the Capitola store. The wait times are so much less. Friendly, knowlegable, helpful staff. On my visit there today, Todd helped my mother and I with saving money on our bills and getting us a great deal on a tablet! He is a wealth of knowledge! We are very happy! read more

Went in last week to change phones. They told me to chose a Verizon compatible phone and come back, but there would be a penalty for changing phones (per the contract). So I got the phone I wanted to change to, went back in and Dustin showed me how to switch the phones myself. I went home and did so. It took 2 phone calls. The first call, the gentleman who answered told me the phone I got was not a Verizon phone. We hung up and I looked around the phone settings, and it said Verizon (the man on the phone said all Verizon phones have the Verizon logo, but my own phone does not, and it works). So I called back and told Tyrone what I thought was misinformation. He agreed, and we got the phone working. Thank you, Dustin in Capitola, and Tyrone online! Getting contacts and photos switched? Forget it! read more

Horrible customer service - I'm a Verizon Customer, started with this store years ago, have numerous phones and iPads on my business account. Yesterday I went in to have 1 of my iPads removed from the plan, re-evaluate my plan and talk about upgrades. The representative reviewed my bill and then told me that I had to call Verizon to remove my iPad from the plan. She checked a message her Watch and then said she had to go get the number. I waited for over 5 minutes for her to return with the phone number. She was not ready to address my other concerns and used the excuse for the delay as she had to charge her work phone. Obviously my time has no value to the representatives or the store. Customer service at this store has it's ups and downs but I've never had issues that required a negative review - one of the first reviews I've ever written for anyone. Never again. read more

I have to say that I used to hate having to go to Verizon almost as much as going to DMV. The wait time seemed endless and if I wasn't all dressed up, I was completely ignored. Things are different now. I went in the other day, totally frustrated with my phone. I was in the middle of something that could bring money in the door and of course, my phone started acting possessed! I jumped in my car, while on a deadline, threw on a ball cap and cruised to Verizon on 41st. I had already prepared myself for a long wait with a speech to hopefully get out of it when I walked in the door and this young man named Frank, asked what he could do to help. I was frustrated and couldn't answer any of his questions having had left my vocabulary at home next to my laptop. Strangely enough, he was able to pull out enough info. to not only fix my phone but to also, add an App that could troubleshoot, cutting down my wait for the next time I have problems. I've been successful in customer service and sales for the most part of my life and I have to say that Frank was PERFECT. His demeanor offset mine as he talked calmly, reassuring me that he would do his best to get me out of there asap. He was 100% professional, answered all of my questions, even answering questions I didn't know I had! I will go out of my way to go back to places where I know someone is going to take care of me. THANK'S FRANK! You're the BEST! read more

Over the years I've had several unpleasant experiences with this particular store. To the extent that I moved both my & my wife's cell phone accounts to ATT. Dealing with these humongous telecom companies is ultra impersonal and frustrating to begin with but this particular store compounds the problems exponentially! Recently I succumbed to letting my wife get an iPhone from Verizon. After 4 months the battery began to hold less and less charge, to the extent that on standby with Bluetooth and Wireless disabled it will lose more than half of a full charge in about six hours. I took the phone to this store for warranty service and was greeted with the following advice from the "manager" Ramon: 1. take it to the Apple store in Los Gatos, it's only 15 miles away because it's an Apple product, not a Verizon product. (not too convenient) 2. the battery life is being drained by all the Apps that are kept in memory after their initial use (the icons of which can be viewed by double clicking the SELECT button. (technical ignorance) 3. if you send the phone in for warranty repair and the problem is verified they will send you someone's crummy old phone that was returned and repaired. (scare tactic) This was all I the sleaze could take in one dose and I left the store feeling unclean after my conversation with Ramon. I now have a faulty iPhone and will have to spend even more time trying to get Verizon to stand up for their warranty. I agree with the previous reviews that 1 star is not a low enough review. read more