My 2 year contract expired and I went in to see if I could get a new phone. I was so disappointed that they don't offer free phones anymore and it seems as though the Verizon attitude has changed. Since acquiring the IPhone they seem arrogant and they really dident care about me signing up with them again. Their was an abundance of employees standing around and I still had to wait 15 minutes to get someone to help me. All I wanted was a text friendly phone and they only had 3 to choose from. The quality of these phones seemed cheap to me and they wanted $80+ for them. They pushed the smart phones but I did not want to pay an extra $35 a month for a data plan I had no use for. I have the 39.99 a month plan + $5 for texting and every month it comes out to $56! I'm getting tired of paying his much for a phone I barely use. They did not sell me anything and did not seem to care about retaining my business. I'm looking elsewhere, perhaps Metro PCS. read more

The sales guy John there sucks. He is not professional at all. He is nasty. His service is terrible. He has problems dealing with customers, especially female ones. I could have request another sales person to serve, but I did not. If you visit this store, bear in mind that do not have him serve you. He wears glasses, he is not very tall. read more

Two weeks ago my husband and I went into this Verizon store to buy an iPhone for our daughter's birthday. There was a special going on that included a free Samsung Tablet (but you have to pay the sales tax on the full retail value). We were told the tablets were 16GB. We decided to get 4 of them as it seemed like a very good offer. We were told that if we did not like the tablets there would be a $40 restocking fee. Once home we discovered the tablets were in fact only 8GB and not 16Gb as we had been advised. My husband went in to talk with the sales person the next day, who informed my husband that he discovered they were 8GB and not 16 when he went into the stockroom to get them (but he never told us). The sales person told my husband that if the Samsung 8GB tablet was not going to work to come back and he would arrange a good deal for him. After thinking it over my husband and I both felt that we should take his tablet back and talk with the salesperson. The 8GB was not going to work for my husband and we really would never have considered getting 4 of them knowing that they were only 8GB. We returned to the store yesterday. Our previous salesperson was busy so we explained the situation to a new salesperson. After hearing our story he asked us what we wanted to do my husband said he really needed the 16GB tablet. The new sales person said he would talk with the manager and come back. The result was that they 'offered' to waive the $70 restocking fee (is that the best you can do?). Even more dissatisfied now, we asked to speak with the original sales person, who understood what had happened and would be more invested in having us satisfied since we bought the tablets under a false understanding. We waited for the original sales person who said he would go talk with the manager (the manager never came out of the back). He returned to say that they had no specials right now so they would return the phone and waive the restocking fee. At this point we left the store feeling very dissatisfied with the lack of customer service. The sales person offered to speak with the district manager and promised to call us, but so far we have not heard from him. We are dissatisfied for a number of reasons; inaccurate information from the salesperson (he cited 16GB when in fact it was 8GB, cited $45 restocking fee when it was $70), when the sales person discovered he had made a mistake he never told us, when my husband went back the first time the salesperson said if the 8Gb would not work out for him to come back and he would arrange a deal for him and their best deal was to waive a restocking fee, the manager never came out to speak with us in person and the salesperson never called us after we left the store. Overall, not even worthy of one star. read more

i only had issues a couple times, but i recall getting good service. also, my friend has been visiting this branch for the past year and he also has received good customer service. i don't know his name, but there is a young asian male (usually well dressed) that helps me or my friend. each time, he helped me out with my cell phone account. i have never dealt with the other salespeople so i don't know how they are. read more

Of course they have a checkin guy who's not at the front but another employee says I'm next but lo and behold they failed to check me in. Inconvenient that the customer has to seek out to get checked in read more

My husband and I have gone to this location 3 times because it's the closest location to us. Each time we went we dreaded going because of how we were always treated. Today was the last straw for us and we will never go back. We had to wait about 15 minutes (which is surprisingly fast) and we we were helped by a guy whose name I never caught. We wanted to upgrade my husbands phone and knew that he would lose his unlimited data by doing so. We were fine with that, since we figured we would pay less monthly because we're losing data. Nope! He said that we would pay the exact same amount and when we were shocked and said that didn't make sense he immediately started in with the attitude and tried to convince us that we wouldn't be losing data. Since we've always gotten attitude from these employees (mostly when we don't want to add on the monthly payment for a tablet that we don't want or for the $30 screen protector we didn't want) we immediately said we won't upgrade then and left. We went to Best Buy and got an employee who didn't make us feel like we were stupid and was very helpful. She and Best Buy got our business and they will in the future. If the Verizon employee hadn't given attitude we might have been willing to hear him out about changing plans and paying for the phone in monthly payments. read more

The service here is actually very good, everyone I interacted with was kind and courteous and friendly. The annoying part is that you'll have to endure several rounds of trying to sell you something you don't want. I don't especially mind, I know that the reps have their own bills to pay and commission is a big part of how that happens, but it's definitely a bit tiring. read more

How do I give 0 stars. Verizon, my gosh, first of all- the lines are always horrendous. Last weekend there was a 1 hour wait! So today I go in and I get put on this waiting list. Everyone gets put on as you enter the store. My frustration is the waiting list doesn't always apply to every single customer. I waited for 40 freakin minutes. 15 were spent at number 4 on the list the last 25 were spent at number 1!!! Number 1 waiting 25 minutes. Ridiculous. So I get my turn and say I'd like an upgrade to an iPhone 6, she looks at me and says we're sold out. Woa- seriously?! You had me waiting for 40 minutes to tell me you were sold out!? Why didn't the man who put my name on the waiting list ask exactly what I wanted so he could have told me we don't have it and I wouldn't have wasted my time. I watched multiple peoples faces growing with frustration. Watched one lady just leave. Lines shouldn't be this long. There needs to be a better system that leaves people feeling happy and satisfied. Sadly this is the only Verizon near the Sunnyvale area; Redwood city is much better but also much further. Something needs to be done at this store. read more

I have a simple question to ask about my phone to the local store staff but the number they show on the Yelp always send me to the Corp. main phone so that I have go through all bunch options and still couldn't reach the live person at local store Why don't they just provide a phone number for me to reach their people at store ?! read more

Decent customer service, assuming you can actually make it through the long lines. This place seems to always only have 1 customer service rep on duty, which doesn't seem like the best idea when you're in such a highly trafficked location. I'd only go here if you can arrive right when it opens. read more

Sean and Sarah were amazing! They stayed way after hours to help us. They definitely went above and beyond to ensure great customer service ! They were patient and very nice (although they stayed until 10- they close at 8). They really wanted to help us get the best deal possible. I also went back the next day and was helped by Michael who was great as well. He heard me out and fixed my issue very quickly. There were also two other employees Ernesto and James who were very friendly and upbeat. Overall great energy and positive vibes at this location. By far the best experience I've had at a Verizon store. I will only go here from now on ! read more

Horrible customer service. I had to wait more than 40 minutes although there were many employees that could have helped me out.

Horrible horrible customer service. I would give 0 stars if Yelp had that option. I had the pleasure of dealing with James. I asked him if there was an iPhone 6plus I could see as I didnt know how large I would be and how it would feel in my hands. His response... Go to target. Maybe I was naive to think that I would be able to look at phones when going into a Verizon store. DO NOT GO TO THIS STORE. Do yourself a favor and go to elsewhere. read more

A very good example of exceptional customer service. A usually painful process of upgrading 2 phones was m pleasant by the associates in the store at the time. Very polite, patient. They even gave a stamped envelope with a rebate form enclosed so we didn't have to go through any trouble. Information given was very useful and it seemed they had done their research read more

The service I received was extremely deceptive and unhelpful. I went in to simply upgrade to the iPhone 6s and I was told it was mandatory that I purchase the bundle pack for an extra $80-something dollars. I knew for a fact that this wasn't mandatory as my parents had just done the same thing in another city and there was no such requirement. After explaining this, the representative went to call her manager and came back with an alternative offer. Instead of purchasing the bundle pack, they would allow me to buy a tablet that I would get a full mail-in rebate for. I asked what the catch was, she said absolutely nothing. I asked why they would give me a free tablet without any catch and she said that our account met the requirements for a special promotional offer and that the free tablet promotional would be over in just a couple days (I went back to the store months later and it was still going). I didn't have any need for the super expensive bundle pack so I agreed to take the tablet. Before leaving the store, I asked multiple more times if there was any catch to taking the tablet. I specifically asked if any monthly fee would be added and if it would be required to be linked to our data plan and my phone number. The representative said no to all of this and assured me there was no catch. Of course ALL OF THAT WAS A LIE. We were charged $10 per month for the tablet and a $9 insurance fee per month. Because I was suspicious of this deal the entire time, I had yet to even open the tablet and simply wanted out of the deal. I went back to the store to explain the scenario and ask them to remove the monthly fee and/or take the tablet back. I talked to the representative who assisted me the first time and she refused to acknowledge in front of her manager and other customers what she had told me. After probably 20 minutes of discussion she said it was "possible" that she factored in a discount to our bill to make up for the cost, but that she did not have the clearance to view our bill and show me and wouldn't be able to (obviously a lie). The manager took absolutely no responsibility for the situation, and said there was NOTHING she could do. It would cost Verizon practically nothing to refund the tablet (which is still unopened) and remove the monthly fee from my account but she REFUSED to do anything. In fact, her response was to head to the back room and let the lower level representatives handle the situation. What a great manager. While I am sure they count on people just swallowing the extra charges because it is too much of a hassle to fight it, I do not plan on letting this go. I would highly recommend not supporting a company who is so willing to scam its customers. read more

I have been going to this verizon location since I signed up with verizon service, nearly 6 years now. Never once have I ever had a problem and most of that is because of the Customer Service Manager Mike. If you EVER need any sort of help with your bill, phone, or just want to talk to someone that actually cares go see Mike at the Cupertino location and I guarantee you will be satisfied! read more

This store is my savior. Or shall I say Tom is a phone god!!! haha I had a flip phone up until 3 months ago and he's got me all hooked up with everything I need and more, so I am now almost a seasoned smartphone user. I come there all the time asking him questions about everything under the sun and he quickly gives me an answer TO ANYTHING. Trust me. I have probably asked him 50 challenging questions. He's like a tech encyclopedia. He does this stuff for fun so make sure to ask to speak with him if you have any questions or problems with your phone. Everyone else in the store is also really cool--at least all the ones I've met. This verizon location definitely goes above and beyond. read more

This store is great, and I love the people here. For the record, it is the only store I have gone to since I've been a Verizon customer. My original phone was stolen, and the insurance company sent me a new phone; however, that phone had issues with its battery. After a month of having it, it stopped charging all together. I went into Verizon, explained to one of the sales representatives what was going on, and he was able to express ship a new phone the next day. I was excited to receive my new phone the next day, but when I turned it on, the screen was a small square within the large screen itself. Needless to say I was pretty disappointed and upset about this since the sales representative had explained to me that refurbished phones go through a more rigorous process than new phones. I took it into the store and showed the representitive what it was doing. After trying to fix the problem for thirty minutes, he finally fixed the phone, but he told me he didn't want to give me the phone because of this issue that it had. He apologized for the inconvenience that this had caused me and that it was unacceptable since I pay for the insurance on my plan. He then told me he would upgrade my phone and end my two year contract a year early. What surprised me is that he told me that I could upgrade my phone to whatever I wanted in the store. I was shocked that he would do this, so I traded in my Droid Turbo (first generation) and got a iPhone 6s Plus with 128GB without paying retail price for it. I am extremely happy with my phone and the service Verizon has provided me. read more

I went to compare prices from a corporate store and a authorized dealer store. I realize that the corporate store on Steven Creek pricing is higher and that they dont give free accessories. i compare prices at another authorized dealer in the same area 2 miles away. The other store adress 22368 Homestead Rd 95014 called Wirelesslink gave free accessories when u upgrade your cell phone with a 2 year contract or with new service. I rather get my services from a Verizon wireless Authorized dealer than any Verizon Corporate store. The place called Wirelesslink in cupertino was a great place to buy my cell phone. read more

Have a Droid X and the bottom section of the screen went bad. Went into the store and with in 5 minutes there was a replacement on then way. No hassle or runaround; very pleased and a long term customer now. read more

So my most recent visit was a 1 star, but previous visits allowed me to give 2. I will, however, not be returning to this store. I had had good experiences with this store before. I'm fairly tech savvy and knew what i wanted. Previously the salesmen recognized this and did not try to oversell me on upgrades. I recognize that they work on commission and it is their lively hood to sell upgrades and accessories, however this guy went way over board. I went in a couple weeks ago for my upgrade to get an I5. Told the guy what i wanted (after waiting for over an hour btw, the manager informed me someone called out sick). After telling the salesman what i wanted he may as well have not been listening to me. He treated me like an idiot. After i repeated myself of what i wanted, he then asked me what accessories i wanted. After telling him i had already purchased accessories he still brought out 4 other accessories that i had already told him i didn't want 2 times, and proceeded to waste another half hour explaining them all and why i haaaaaad to have them. The best part is! I later went to the apple store and the apple store employee (who was much more polite and talked to me like a person) admitted to me that i didn't need ANY of the things that the guy was trying to sell me, and admitted the guy was basically LYING to me in order to make a higher commission. It made sense now why i had to wait so long, a simple transaction that should not take longer than 30 minutes took an hour and a half from him pitching me crap i didn't need or want! The techs at the apple store are infinitely more helpful and honest. In the future i will be making ALL of my purchases there even if i have to wait 3 hours. I expected better of verizon and now question that the salesman actually gave me the best plan after talking me into one that i hadn't planned on buying. Was he lying again!? I shouldn't have to question that. My recommendation, if you want an iphone, go to apple! read more

Came in yesterday, Sunday afternoon trying to talk to someone about upgrading my phone. I was greeted right away and put my name in. The man told me it was going to be about 20 minutes. As I'm waiting in the store I can see lots of employees wearing football jerseys and walking around and obviously watching the football game. 30 minutes go by and I have still not been helped. I'm literally sitting in the store watching dozens of other people that came in after me getting helped before me. After 45 minutes I finally can't stay anymore and I'm so pissed off that other people are getting helped before me. The man at front tries to tell me I'm next in line and the they were going down the line and that those other people that came in after me weren't helped before me. SO SO ridiculous. Why do you guys have the football game playing in your store? Why are you employees watching the football game when people need to be helped? and why is it okay to help other people that have been waiting 5 minutes when I was waiting for 45 minutes!? you guys are straight idiots and i'm certainly not renewing my contract. read more