My husband and I went to purchase a new phone. I really wasn't sure if I wanted to go to this store because of my last experience. But luckily we were helped by Tom who was very helpful and hilarious. The whole experience was pleasant and easy. Thank goodness! read more

Ok , there are soooo many negative reviews , but people need to learn to communicate better about what their needs are. If you come here, this location, they will be up front and spell it out for you . I worked with MICHAEL GABRIEL 408 234-7949. He knows what he's doing. If he's not available , I recommend Anthony Correia as well. Anyhow, I came in to get 2 new phones and a tablet. I didn't want to change my monthly bill too much, & I was still in a two year contract. I needed phones since mine weren't working properly. Originally I was just going to get the cheapest phone just to get by, but they were able to give me the nicer phones that I wanted and traded in the old ones. I paid very little and got quite a few discounts added to my monthly bill so it would remain pretty much the same. I went in there knowing what I wanted and explained it to them very clearly. They were able to give me the best option they had, which was exactly what I wanted. If you go in there though you need to have some time to spend to go over everything, so you don't leave with unanswered questions on your bill. Anyways I was happy with the customer service that Michael provided me with. And what he told me matched with my monthly bill, so I was happy and walked away with the phones that I wanted not having to pay the huge price! 9/2/2016 Just wanted to add an update to this review . Last week my phone was stolen or should I say just picked up and returned a week later , but anyway Diana helped me last week, was super nice , got me in and out of there quickly since I was just buying a new phone outright and didn't want to make any changes to my plan. I went in there today and was working Sarah who really knows what she's doing. Even though my old phone was gone for a week ,it was returned ,so I returned the phone I bought last week today along with all accessories including the screen protector which I got a full refund for. I was having some issues with strange data usage , basically all my 10 GB of data was used up in about two weeks, so I wanted to kind of look into it since I was worried about getting over charges. (To be honest I was leaning towards leaving Verizon and going elsewhere with that offers an unlimited data plan.) I was still on an old plan and paying off my phones, so I actually wasn't able to switch to the new Verizon plans cheaply. I ended up just paying off my phones and switched to the Verizon plan which I ended up getting double the allowance and because my phones are now paid off my bill is $60 less a month ! Sarah backdated my new plan for me so I wouldn't get any proration charges at the end of this month for switching plans in the middle of the month and I thought that was pretty awesome! I was in and out in 30 minutes and feeling free! read more

This is for the kiosk on the downstairs floor of the mall ... Lawrence at that kiosk spent a really long time with me ... answered all of my questions ... put my phone together with cover AND saved me money by changing my plan ... now I'm paying much less than what I've been paying (AND I upgraded to a Droid phone). GREAT experience. read more

Excellent experience here. I went in because I had a problem with a phone I have had for a long time. They went beyond the call of duty and helped me out, got me a new phone without having to shell out even though my contract wasn't up yet. By far the best experience I had at a Verizon store. Who ever that is managing this store got his store and staff on point. read more

The service here was phenomenal. I bought two expensive items from the store prior to Christmas, and when I brought them in again to return the next week (the products were not to the gift-recipient's liking), the person that helped me, Franky, was very, very kind and helped me with everything I needed well. No complaints whatsoever. The wait was only about 15 - 20 minutes, which was great for me, because I did some shopping across the street as I waited. read more

I went in to get a new phone today but because my account was under the authority of my dad they told me that he had to add me as an owner of the account but gave me false information which led me to go through a complicated online process for 30 minutes. And then after that, they made me wait until someone approached me but it turns out they didn't even have the phone I wanted in stock and I wasted an hour there for nothing. That was absolutes enraging. There were workers just standing around. They couldn't help me?!??!! read more

I love this Verizon! It is so convenient since it is in the best mall around. The manager at the upstairs store is the best! He is always helpful and very nice. read more

I came to this one to buy a Motor droid. The rep quoted me 350$ with taxes included... he was insisting i get the accessories too, and didnt offer any discounts. I went to the other verizon kiosk downstairs, and they saved me 80$ on everything i originally wanted! This place doesnt care about ur needs, they just upsell u to get commish. read more

Best verizon I have been to. I was being scammed on my warranty by another verizon, the one on prospect and came here and they rightfully took care of my issue with my droid 2 and got it replaced under warranty like how it should be. Thanks! read more

5 Stars for Sean (sales) - he was terrific, really knew his stuff, great attitude and easy to deal with (we bought a phone and added a line). Could not have had a better experience with him. Only reason I didn't give 5 stars is due to having to wait ~ 20 min despite having made an appointment online. All the staff here were pleasant and seemed helpful but still - what good does it do to make an appointment and then have to wait? (Apparently a salesperson was out sick.) But Sean himself deserves 5 stars overall for his service, knowledge and helpful attitude. Really made the whole process painless. read more

Don't write reviews really but the store manager lied to my face about the nonsense overage charges with my family plan. Yup the bald guy middle aged guy. Don't trust his word. read more

I am not a smart techie when it comes to new phones, etc., and it was quite obvious to the sales people when I went in there last week. But instead of recognizing this and providing the extra assistance I needed to understand what I needed to know, they were dismissive, and provided minimal help. And there were 3 sales people there, and I was the only customer!!! I was so excited to get fast service and attention for once, and I did get the fast service, but no real attention to my needs. When I go into a store and pay over $1300 for a device, you would think they could take the time to treat me with care and respect! They could use training from the Apple Store sales force, where they slow down, listen carefully, answer questions respectfully, and never rush you! Where the customer matters. I wish I had not given them my business. I won't be using this Verizon store again! read more

Michael, Diana, and Daniella are freakin awesome. Michael, thanks for helping me so long after you closed. You went the extra like 10 miles to help me not get cut by my broken phone. You were patient and kind to me. Hit me up when u and ur bro ready to ride. diana, THANKS so much for helping me for hours and not being mad when i didn't even have my credit card. Daniela, thanks for helpin me and renee. And making so many account changes. The ppl here kick some A in a major awesome way!! luv u guys!!! read more

I bought an unlocked phone from an online retailer to replace my iPhone and needed help changing over (Sim card & activation). The Verizon worker who helped me was friendly and very helpful. He made the transition to my new phone quick and painless. read more

If you want to shop in this store , ask for the manager only. Fraudulent or ignorant people work here . Wanted to buy a gizmo stand alone watch . I was told it would be $25 a month . No way around it . Second sales rep comes in and vouches for it . Sounded fishy. The manager came around and said it would be $10 with auto billing . Whopping 3x mid quote . Wanted to get one for my son with a blue band. The rep says that the come only in a Mickey Mouse version and you need to buy a blue band separately . This is because this store was sold out of the blue band and was an absolute lie on the face. read more

One of the best and friendly store. I love the employee it so friendly and professional . All the time fix my problem and i walk happy. Store Manager Eric. Hes one of best store manager see in my life. I fill like i know every body like a 10 years. 10 star for cupertino Verizon and Store Manager Eric. I bring all my family and friends to cupertino werizon. read more

I went there a month back when I transferred from T-mo to Verizon. An OK place. Sometimes the wait can be frustrating. They didn't tell me the I would get charged by T-mob for a whole month even though my next period started a day back. They were like: 'take the phone right now'. Then I had to take the bill to them again few days later to resolve something. They took sometime but explained the bill. read more

can customer service get worst than this??? The sales guy kept trying to sell me stuff that I did not want. When I asked him to stop his hard selling. He said that is what he was told to do. Today I dropped my Verizon service and I signed up with another provider for half the price! read more

Happy with the service at this Verizon store. All the reps were busy when I walked in, but someone made sure to pause and greet me, and let me know to wait 10 minutes for the next available rep. They provided seating and had a movie playing on a tv - that made waiting easier. Diana came over shortly and checked my phone issue. She was very pleasant and understood what I was trying to convey. She quickly went through all the steps to check that the phone was defective, and helped me sign up for insurance and get a replacement phone. I received the replacement in 2 business days and it has been working without any problems so far. read more

I literally made a Yelp account to write this review. The sales staff is polite but incredibly inattentive. I had to wait 10 minutes after walking in before someone could check me in. I was even walking around the store looking for someone to help me but all staff was busy until a few came out of the back office. Then they checked me in and I had to wait a FULL HOUR before I was helped. I am not exaggerating, it was an entire hour. No one should have to wait that long to buy a cell phone. I spent a total of twenty minutes getting what I needed. It is horrible retail service if someone has to spend an entire hour just for twenty minutes of service. I am never returning to this store again. The Verizon retail development team needs to send some secret shoppers here and literally double their sales staff. Perhaps financially incentivize them further to push product so that the staff wraps up with their clients quicker and can move on. read more

The only Verizon store I go to! All the staff are extremely helpful, knowledgeable and always look to get you the best deal. I often hear that Verizon is way expensive, however, due to the level of customer service I get both from the Cupertino store and from Verizon's online help I definitely believe the extra money is well spent. Henry has helped me out on my last two phone upgrades and has done his utmost to get me the best deal possible. Looking forward to getting my new Google Pixel XL in the next couple of days! read more

Where to start. I am a client who was on the verge of switching carriers. I had gotten the run around so many times and I escalated my issue all the way up to the executive level. When I was reached out to by and executive manager she could not even fully fix the issue. LONG story short I went into this store because the one on prospect is incompetent, rude and non efficient. I was serviced by two associates both named Sean. One is the client service member and the other Sean is the manager. Sean took time out to really help and understand my problem. He apologized and offered to help me. With nowhere else to turn I am allowed him to take a look. By the end of my experience he had fully fixed the problem AND followed through with what I was originally told. He even stayed 15 minutes after closing to ensure everything was set up correctly and I understood. All this was done by the assistant manager Sean. He took better care of me than the "executive client escalation manager." Sean saved my business and I will forever be grateful and will only work with him going forward. Thank you Sean!! read more

I visited the Verizon store to change my complicated password. The assistant at the door took a deep bow, as if I was leaving, though I just arrived. I asked him to help reset my password. He logged into the account, then asked me to change it; then he turned away and helped another customer; my password did not work. He then logged into the program to change it again, so I typed in a new password, then e left again to talk with another customer. The new password was not accepted, plus the old password no longer worked. He was busy with another customer. then I said that I wanted someone else to help me and he said that I had better behave like a professional or he would throw me out. He said he was the manager; he is not; I met the manager. Then this jerk stared me down. He stared and glared at me like he was crazy. He just kept staring and making faces. My phone said that if I tried to log in again, unsuccessfully, all data would be lost. That young smart jerk is able to verbally abuse a mature woman; is that store policy? So, I went to the Verizon Click Away on Los Gatos Boulevard; the store manager is Phat Lam; what a great guy; he repaired my log in code, then he retrieved all of my data that was deleted. Then he helped to set a new password, then he was so cheerful, he apologized for the jerk in Cupertino. Phat is very technically savvy and he has excellent customer service. His address is 15712 Los Gatos Boulevard; phone 408-358-3999. read more

We went here to trade in a phone. They took 1 hour for a 10 minute task. Representatives are not paying attention to customers. After 35 minutes 1 guy came to help us, he then left suddenly after taking details and came back after 20 minutes and then finally we were out. So frustrated. They don't have respect to customers time. Will never go to this place again. read more

We went to this store with my mom since she shattered her phone. James was particularly helpful, spent a lot of time talking through all the different options, demo'd 20 different cases, and worked through installing everything we requested. We loved the atmosphere of the store, and were impressed by the customer service! read more

The personal in Verizon are very polite and helping me with my phone, specifically Jose was very patient and teach my a lot. The gentleman Jose is smart, patient, helpful etc, he is very good with costumer. Thanks Jose for everything you did for me. I'm happy that Verizon have good staff. read more

This is a review on today's customer service, not on Verizon's phones or coverage. I've been to this store before, and service has always been only okay. Wait time is definitely long, even with only a handful of customers in the store. Today's service was irritating enough to compel me to write a Yelp review. I am in the store today to upgrade to a new phone. I walk in and am told that I am second in line. I mill about for about 25-30 minutes before someone approaches to help. This is no big deal since I need time to compare phones. Finally, I have a sales associate. He seemed nice enough--although too green, too earnest, and a tad condescending (needs to work on that). But he's obviously a kid and is learning, so I give a "B" for effort. I look over some phones, make the decision and then he says he will go to the back to see if the phone I want is in stock. Now, this takes a while. Minus one star. He comes back from his trek to Tunisia with his breath reeking of garlic (guess he needed to take a mini-break while mining underground for the phone). Minus another star. Dude, finish what you started, then munch on your death chips & salsa. I pay and phone is set up. He goes through the usual nonsense of trying to convince me I need to spend more money on this charger, that case, insurance, etc, etc. I ask if I can use the 10% web discount in-store. No, I can't. Fair enough. It's the price I pay for instant gratification. I ask about 3 times if he can transfer data over (pictures and such). He tells me I can't only after my old phone is inactivated. I could have emailed these photos to myself if he had paid attention and responded to the initial question. Then he tells me it's "only" more $ to buy a data transfer cable. Minus another star. This entire transaction takes an hour. All in all, I like the phone and I like Verizon. But these kids need to be better trained and evaluated by their managers before they are thrown onto the floor to work with paying customers. read more

I wish I had taken her name. But I had a great experience with a young lady salesperson, she was well informed, took my feedback and got me the phone I wasn't sure about at the time but really like...not only that, she went out of her way when it came to helping me add apps to fit my needs and show me some features I would find useful for what I needed the phone for...if every retail employee were like her, I'd go to the mall more.... read more

We stopped by to upgrade my phone to a galaxy s5 for their 'free' upgrade for the Samsung phone. We were in and out relatively quickly but the phone really was not free. A $50 mail in rebate, $35 upgrade fee and other charges got the bill up to $130. Wait, I thought this was supposed to be free. I guess the saving grace would be any other day the phone would be $199 plus the $130, so we saved $200. read more

Henrry Mercado makes things happen and you know he's looking out for you the whole time. He took the long way around when he knew it would get me a phone faster and for less money and had no problem spending however long it was going to take and calling whomever he needed to call. A Class Act! read more

I just upgraded my iphone 6 to 6s with 128G storage. Franky was very helpful and answered all my questions. I recommended this store.

The best Verizon wireless store in California The staff are the best and very friendly Henry mercado the best read more

I came in to buy an iPhone 6. Really enjoyed being talked out of purchasing a phone by the store manager Ernesto. It seemed like because I didn't want to do what he suggested and buy the things he recommended he did not want me to purchase at all. He was very condescending and made me feel like I didn't know what I was doing. I would not recommend going here with a jerk of a manager like that. read more

I went by today because my brother's and my plan has expired. I have been used Verizon for 7 years since I moved to the United States. I always feel welcomed when I go to the stores until today. I went to this branch today and had the worst experience. We are international student and we don't speak English very fluently, but people can understand what we say. The emplyee called "Henry" keep giving us attitude and he seem to look down on us. I am not sure if it is because we can't speak fluent English and he did not have patience to wait until we finish our sentence. My brother asked him some questions about the current price that we pay per month and he talked to us like we are stupid. Ok, I get that you feel frustrated helping us because we keep asking the similar questions. But, if you are not happy helping us, you can find other employee to help us. just don't give us attitude. i can't believe an employee from Verizon, which is a large company, can be so rude and hateful. read more

Thank goodness for Verizon Cupertino!! Honestly, I was ready to switch carriers due to a horrible experience at the 3rd party Verizon in Sunnyvale. Sarah the General Manager in Cupertino greeted us with a warm, friendly smile and really took care of my 11 yr old daughter and I. Yousef was awesome, friendly, helpful, and efficient in getting our new phone to work and untangling us from a previous service issue. Back to Sarah, not only incredible customer service but did I mention she is 8 months pregnant, and being the first point of contact!! Amazing example she is setting for her team, and it definitely shows with her staff. Yousef deserves a promotion, Sarah GM of the Year. Good luck on maternity leave Sarah, you deserve time with your new baby girl to come!! read more

I was thinking that verizon agents were honest and sincere but I wa completely wrong!! When I arrived to this store JOSE offered me his help. However he seemed to be nice, honest, and sincere, he was a completely lyer, he lied to me saying that since I was changing my phone company, Verizon was giving me a 300 $ gift. Then he gave me a speaker and a tablet as a gift. He also said , that I was going to pay 120 dlls every month ,which also wasn't true. Before my first bill arrived, I returned the speaker and the tablet because another agent had told me that those dispositives weren't free.My bill came and it was for 168.09 dlls. As soon as my bill arrived I went to pay the 168.09 and cancel the service. Later I received another bill on the mail. Surprise!!! My new bill was for 378.59 dlls. I called verizon and I was told that the agent was charging me for the speaker and the tablet , plus the telephones. Also they charged me for 2 months. Now I have to pay that amount of money just because JOSE did oye to me . please if you go to that Verizon store DON'T talk to Jose, if you don't want to have a bad experience. read more

Wish I could give them zero stars. Horrible customer service. I have always come to Verizon for help with my phone and they have great service but the last three times I have been here, they have completely ignored me. The first time they made me wait for three hours before realizing they made a mistake by forgetting about me and skipping over me. It was a busy day I understand, but they claimed they couldn't find me so they just skipped over me even tho I repeatedly went up to them to ask. The second time was two hours and it took a manager to notice that I hadn't been helped because they forgot about me again and he personally helped me on the spot. This last time was it. The guy didn't put my name on the tablet but ensuring me that don't worry just one person is ahead of you. In less than ten minutes probabaly five other people had come in and they were assisted before me. I am done with this place and how horrible their service is. I'm hoping another location will be better. Forget this location. They have no idea how customer service works. read more

The person that you can talk to over there is a guy named Tom. He is only one that knows what he is doing. Everyone else is like talking to a brick wall when you ask them questions read more

Absolutely TERRIBLE service. The sales rep, Jackie, who sounded like he was just visiting the United States, knew absolutely nothing about the VZW website or how it affects account access for in-store customers. The account owner on my family plan has been trying (in vain) for MONTHS to get me added as a manager so I can buy my own phone in store without them having to bug her. She's given the okay to me, and she's also personally called several stores including the 1800# but every time I try to buy a phone there's some sort of road block. Basically, neither Jackie, nor his completely incompetent manager, Sean, were of any help in getting me a phone, or resolving my account access issues. What a waste of time and energy. Do yourself a favor, buy a phone online, pick-up in store, and don't deal with any humans if you can help it. These guys are morons. read more

Been to this store 3 times, and twice, the experience was horrendous. 2 stars only because the wait time was very short. The first time I was here, it was for my HTC Incredible. It was acting up and all I wanted was a replacement. I told them that under no circumstances did I want the phone factory reset because I had done that in the past and it didn't fix the problem. After spending hours setting my phone up the way I liked it, I didn't want to go that route. And what happened? The person took my phone and performed a factory reset...ugh! The 2nd time I was here was to update my plan and get my parents new phones. The experience was wonderful, although that probably had to do with us wanting to buy phones. The guy told us that since they wanted basic featurephones, they'd be better off going to Costco and getting it for cheaper. That was pretty nice of him and I appreciate him for the advice, even if that meant having to drive somewher else. Our most recent visit was last weekend. We were shopping for the latest iPad with Verizon LTE. We specifically asked for a white 32GB model. We said that we didn't want a contract, to which the salesman said he wasn't sure he could sell it to us. We then asked him to make sure since I know for a fact that you can, and lo and behold, we were able to buy it. I was all ready to make the purchase when I noticed that the box was showing a black iPad. I told him we wanted the white one. They didn't have any in stock. He said that they can order one for us and it will be shipped free of charge. Awesome, right? Wrong. I asked him to ship it to a different address than our billing address, to which he said that he couldn't. Really?!? In this day and age where that's done so easily online, why wasn't this possible? Whatever. Spent 30 minutes trying to get a product that wasn't even in stock in the first place...had he told us that to begin with, we could have been on our merry way. And I know that they have an obligation to sell some accessories, but please don't add it all and then ask if we want it or not. It's cheesy. If they weren't the closest Verizon store to me, I wouldn't go there. And I would have done this shopping online to begin with, but I wanted to have the iPad right away instead of waiting a couple days. At least the store looks nice due to recent renovations. read more