I wanted to give a shout out to this store and their representative Cynthia for excellent customer service. I arrived at the Cupertino Verizon store about 20 minutes before closing time, after visiting the Sunnyvale Verizon store where the customer service was lacking. I spoke with Cynthia, who took the time to explain everything to my satisfaction and I let the store before their 6pm closing time with two upgraded lines, a new line, and a new phone on order. Good job Cynthia and Verizon Cupertino! read more

My son and I went here to upgrade our iphones. Andrew was very knowledgeable and helpful. It was a great experience and I would highly recommend service here. Martha, the manager picked up my phone from the other Verizon store near Santana Row which was very nice of her. I would also recommend this store over a "Verizon Authorized Retailer" store. Also want to give a shout out to Lisa (also a Mgr) and Jose who helped us yesterday when in the store. read more

This is review for both the verizon general business model but mostly for this store. Verizon seems to have little real communication to the stores where customer service is concerned. I was told to visit a store to do the task I needed to do. So, I went there only to find it locked during business hours and no one was there as far as we could see. Another verizon customer had an appointment and was next in line. After waiting 30 minutes or so, she called customer support who said they could not call the store directly and there was nothing they could do....no attempt to give some real advice on how best to get her new phone and service. I called with similar results. The person with the appointment left saying that she would buy a phone elsewhere and decide if keeping Verizon service was worth it. I suspect that she isn't the only one. For me it was my second store stop of the day which ended with nothing and finally a different Verizon support person got it done for me over the phone (after being told that customer service couldn't help me over the phone). Verizon is acting as if they don't value either new business or existing customers. As for this store, I would not do business here based on that experience. read more

I would give them a zero, but that's not a choice. My daughter had her phone stolen while in China (yeah, they love iPhones there). I went in to cancel hers as she is not going to be using Verizon until the end of her contract which is 3 months to go since she will be in China and already got a Chinese replacement phone and SIM card. I understand completely that they could charge me the full cost of her 3 months of payments. I'm fine with that. But get a load of this one - it would cost me MORE to cancel her plan for the remaining 3 months than it is to keep it. That's utterly ridiculous. How can that possibly be? I get it. I should not cancel. I signed a contract for 2 years and I should honor it. I want to honor it and pay for the remainder of the 2 year contract. But NO, I have to pay more than that to cancel it, but to leave it sitting idle and never using it will cost less. This is utterly ridiculous. I asked the guy why that is the case and he said he did not know. I asked him to find out and he kind of looked at me like I was from another planet. Why would I possibly want to know that? Sheesh. Oh, and to top it off I had to wait like 30 minutes to find this out and it was a weekday in the middle of the day. I long for the day when Verizon cannot tout that they have the best coverage. People will flee from them once that happens. I think I'd even give up their "great" coverage just to move to a company that may have some compassion for their customers. Their management will then say "Gee, I wonder what happened?" read more

Ugh, ugh, ugh. I am tangled up in a Verizon nightmare right now because of the advice they sloughed off on me as being good. Whatever you do, don't trust what they say! READ READ READ and when you go home, log onto your account and check to see what they have done to it! I wish I had, might have saved me $270. read more

I truly believe that the reputation Verizon Wireless has of bending their customers over a table originated from this location. I just left here extremely pissed off after a very lousy experience. In fact, I'm almost willing to give up on Verizon's great coverage so I can avoid these terrible retail establishments like the plague. I called many, many stores looking for a very specific wallet case for my wife's phone. Each store said they did not carry it. I found this store, called, and the representative said "yes, we have those in a bunch of colors." Well, the website only showed black, so I was now excited. I asked him to confirm that it was the BELKIN FOLIO WALLET CASE. He confirmed yes immediately. He didn't take one second to go to the back and look, or even truly understand what I was asking for. 20 miles later, I'm at the store. I have to give my name and phone number to enter the queue. I wait, and wait, and wait, and then finally someone comes to help me. I tell him exactly what I want and he then goes to the back to find it. He comes out with three cases, none of which were wallet cases that even remotely resembled what I asked for. I pulled up the web page and showed him the case, so he went back to dig around some more. He came out empty handed and I then knew damn well that the lazy, uninformed person who had answered the phone misspoke. Conveniently, that person was also gone by the time I got there. I left, empty-handed, and sincerely pissed off. It's the principle. It's the fact that these goons will simply tell you anything you want to hear on the phone to get you off the phone faster. I'd leave no stars at all, because it was a complete waste of my time. I've now discovered that Verizon's "EDGE" program really isn't a yearly upgrade program. It's a program to get you into the store regularly so they can shove something with a sharp EDGE up your ass. I'm sorry to be a customer of this corporation and I cannot wait until T-Mobile's coverage catches up to them. I would leave at the drop of the hat. read more

If I could give them -3 stars I would. But unfortunately I have to give them 1 star It was fine when I walked in, and even though I got what I came in for (and a few things I didn't want) I left feeling like I was an idiotic customer and the sales reps made sure I knew it. I had come to the store already know what I wanted, but obviously one of the sales reps thought it was the wrong choice so tried to sell me on the phone he had...by saying that the iphone was for people who were dumb and that droids were for people with common sense. the sales rep that actually helped me, tried to sell me everything under the sun and made sure that I felt stupid if I didn't buy a car charger by saying "well, if you don't buy it now, you'll just be in here next week picking one up. Wouldn't you rather just get it now while you're here". I understand you're trying to up-sell and that's a basic part of your job, I just didn't realize that making a customer feel stupid was part of the requirement. Many more examples, but I think that's enough for now. If you have a choice, don't come to this store. I will make sure that everyone under the sun will hear my experience and hopefully deter anyone from heading to this verizon. read more

To set the context, there were 11 workers that all looked VERY sharp, but 13 minutes went by without one greeting or service request. Obviously you cant judge books by their covers...lazy sharp retail/sales, which I guess makes sense since this is NOT a REAL sales environment. Either way, it was the worst customer service experience of my life. Leon and Aaron are tweedle dee and tweedle dumb....hilarious group of people. I wanted 2 new iPhones and they turned us down because we were 3 weeks early on our upgrade date even though I called Verizon Corporate and had the early upgrade approved, they just didnt want to check the system. Then the best part was when we were leaving they finally realized that we were able to get the upgrade and then they tried to beg for our business and apologized like peasants..... I am now a very happy AT&T customer :) Thanks Leon and Aaron for being SO bad that it made me switch carriers and plans. Things do happen for a reason...HAHAHA. read more

After 2 hours waiting somebody said you are next one and after waiting 30 mi in store somebody else showed up and said sorry you come more than 10 min after getting txt from us and your name is not on list anymore you need to sign up again. read more

I'll be honest these guys know me. I'm probably the most bipolar customer. I come in and I'm happy about a new phone, then come back and I'm mad about something and so on. This team is great, they are all so accommodating on my grumpy days which says a lot about their service. They also all seem to genuinely like being here. I really haven't had any major issues with my phone usually I just order something from them or get a glitch fixed. They're more than willing to help you figure it out. See James read more

One of the Bests service I've received ever at a cell phone store. I literally came here 3x in one week for my lost phone. Which is more than i wanted to. The first day I walk-in, someone instantly greets you. If they're busy someone will still greet you and tell you someone will be with you shortly. Which is nice than just letting you hang around waiting and not knowing if your going to be helped or not. DYLAN help me on the first day guiding me through with insurances process. By picking the phone calling the insurance company they do business with and helping me make my claim until the very end of my phone call with insurances and reassuring me if i need any help with the phone after the delivery, that I can come back in for help if needed which is very comforting. Especially for a person that's not tech savvy like myself. Sure enough I came in the next day. Only bc i was having issues connecting with my network. I believe his name DANIEL or DAN. Was the person that helped me troubleshoot my phone. But, unfortunately knowing my luck. They sent me a phone that was defective. So, they immediately next day me another phone. Came in once again following day. Dylan was there to help me once again and finally get my phone up and running. Long story short. Lol. From my personal experiences and what I've observed during my visits. The staff here are well trained, knowledgeable of their products, friendly and welcoming. Yes, they do get busy. But they will get to you. When they do, they'll walk you through every step of the way until they find a solution to your problems and needs. Thank you, Verizon Cupertino! Keep up the good work. read more

No complaints, but that's mainly because I stopped by to pick up my new phone in-store after doing all my research online and setting up my new contract and phone through the magic of the internets. Don't get me wrong, the salesbros here were friendly enough, but I have very little patience for the up-sell and add-on song and dance that made what should have been a straightforward store pick up last twenty minutes. I can only imagine how long I'd've been in here had I been starting from scratch. P.S. They're doing all their transactions via iPad now, which made it all the more hilarious that the iPad kept crashing on the guy who was trying to complete my order. Not the best advert for Apple there! read more

Kudos to Diana of this store! My phone needed replacing this morning. I have a business and really cannot be offline for very long. Diana listened to my needs extremely well, engaged with a cheerful manner, acted quickly to my request, informed me well of all the options without confusion, and lined me up with an awesome phone. I can't be happier with my purchase today. My phone is awesome! I was only offline for a few minutes. Everything was backed up from my old phone to my new phone in minutes. This was my easiest experience buying a phone. Last time I got a phone I waited hours in the store and had to come back multiple times to make an informed decision. Diana did not pressure or hide any details. I asked many questions and she made sure I had the correct information. Later on the day I had a question about my phone and one of the features she promptly replied with the answer. Diana has incredible customer service focus, engaging personality, and is a smart cookie. Thumbs Up! read more

I am so disappointed in Verizon. Was a long time customer. I switched accounts 6 months ago to save money w AT&T and cancelled my parents' phones. But while my Dad was in Taiwan, the phone was still somehow 'active' (had a Taiwan sim card) was I was charged a $3,000 roaming charge. I've been trying to get a resolution & a sim card just to sell these 2 old Verizon 4s iPhones. I was just told Verizon cannot help anyone that is not a current customer. And this is why I am not, nor will ever be a Verizon customer again. They lost any business they could have ever gotten from a high spender. And now, I seem to be out of $3,000 and 2 4s iphones. Such a disappointing experience. With still no resolution after 4 months of fighting this bill and unable to get support. Go to AT&T. You'll thank me for it. read more

I have dealt with this store multiple times-- looks like I should learn. Never enough employees so maybe that's why they are never helpful and dismissive. The manager especially had been rude. Go the extra miles to another Verizon this one is not helpful at all! read more

Had a great experience here. the environment was upbeat and everyone was very friendly. Charles Fullerton helped me. I had a terrible experience at the location closer to my house so I came here. Loved it they took care of me and made sure I was totally okay with my purchase. coming back here again, been here a couple times and never been upset with the customer service. if you really need help come here and if you can talk to Charles you'll have a pleasant time. :] read more

I SECOND Christopher B., everytime I drop by there (unfortunately I don't know who Tom is), they ALWAYS have to constantly ask each other how to do this and that. Then they go back to the employee's manual and follow the steps (turns out, this location is famous for that). While I'm waiting. Glaring at you. Wishing you'd fix my phone faster. Also wishing I drove the extra few miles to the Santa Clara location. ===== a short interruption from asshole side of me ===== Can we have more than 1 line reviews... especially when you're 1st to Review? That review said absolutely NOTHING about Verizon Wireless. I thought I was reading a catchphrase from the TV commercial. ============ /end whine ============ So, this Verizon location (and this requires a review, because it DOES MATTER which location you go to, especially phone companies) disappoints me everytime. My Voyager kept freezing and going crazy whenever I viewed pictures, played music/videos. My friend had the exact same problem, took it to the location on El Camino (Santa Clara) and was told it was a permanent glitch many voyagers had, and had it replaced immediately. Easy peasy, I thought. Took it to the Cupertino store, they told me I needed to install a "update" so that my phone won't do that anymore. I say sure, how long? 30 minutes. Um, are you sure it's going to fix the problem? No. Then why would you run the "update" thing? Standard procedure. No... I'll take it to the SC location where they know how to do their job, thank you. I'll update it when I do! read more

this is the only location i go to when i have issues with my phone. i came here on sunday since my phone kept freezing, and i hadn't been in awhile. they now have a touch screen where you can enter your name, #, and issue, and then someone calls your name. they also changed the set up of the store, and to be honest, i don't like it. theres no chairs or anywhere to just wait around. you get tired of looking at their selection of dozen phones... but the service and everything else is great. read more

This is the first time I have had a great experience at a Verizon store. I needed a wall or car charger because my current one decided to overheat and die. :( So, I came to the Verizon store, hoping to find one. They had both in stock and I decided on the wall charger. The gal actually checked to make sure it fit my phone and then plugged it into the wall to make sure it worked before she let me pay! Awesome! Quick and painless. Yes, overpriced, but hopefully this one won't die like the cheap one I bought at Frys did. :) read more

We were switching carriers which is was a bit of a stressful experience. We were debating between which carrier to go to and after back and forthing for awhile, until we ultimately decided to go with Verizon. We came to this location and were helped by a gentlemen by the name of John. He was incredibly helpful and very friendly. In fact, they didn't have the color I wanted in my phone so they shipped it from another store. I also had an issue with my phone and they were able to resolve it relatively immediately and swapped it out with a new phone. Yes, Verizon is more expensive but you get what you pay for. I've been impressed with the service. They also offer corporate discounts so check and see if they partner with your company! read more

I went into Verizon on short noticed to purchase an iPhone 11 within the closing hour and salesman associate Andrew K. Helped me out a lot. His communication and how he presented himself was very prestigious. He is very knowledgeable with the product and how informative he was within that short period. Not only was he knowledgeable in the product, but he held a conversation and was really into socializing with the customer (me). I recommend all salesman associates to have the attitude he has!!! read more

This is for the second floor kiosk. My husband and I came here to get a family plan and phones. It was a Sunday morning and there was only one agent working. She was really really busy, so we looked around and said we would go grab lunch and come back. When we came back she was still really, really busy, but she had called in someone to help her and when he arrived she made sure he helped us first. He steered us to the perfect phones for us, made sure it was what we wanted, and got us set up on a family plan. He even gave us a free case since we had been waiting so long. We weren't in a hurry so we didn't mind the delay, and they were really polite about it and kept apologizing. read more

BARELY HELPFUL. I wish I had something constructive to say about the employees here, but the guy who "helped" me had barely anything constructive to say to help me. MEH. read more

Terrible service. I have never been more irritated at a sales associate or situation. They are understaffed, I understand this dilemma. That is out of the control of employees. However, I did make a 12 noon appointment. When I entered, a woman and her husband were working with the only available agent. Another couple was there, waiting. They ended up leaving, very angry, after saying they'd been waiting for more than an hour. They had even been told to leave and come back at a certain time, only to be informed that they would then have to wait for the associate to help me since I had an appointment. I waited for 45 minutes before someone came to help me. More customers entered, along with more sales agents. The new associates started helping other customers. I ended up with Andres, who was finishing with the couple he'd been working with for more than an hour. Andres started the process of assisting me, but instead of giving me the one-on-one experience that took so long with the previous customers, he started helping other customers as well, making the time needed to fix my account take 2 hours, instead of 30 minutes. I would have appreciated if the sales rep had just finished my transaction, as they do with other customers instead of dividing his time. I also wish they could have said they were under-staffed instead of accepting so many appointments or referred me to another store or a better time. I am extremely dissatisfied. read more

Cell phone companies are the biggest racket out there, but the people at this location are A+! They just expanded this store, so lots of accessories and tons of phones to choose from. read more

I'm rating the store 1 star because they fired the best employee that Verizon had on that store for over 10 years Henrry used to help me and my family. He was the best customer service and very knowledgeable. All his co-workers used to go to him to ask questions and he always had the answer for everything. I call him yesterday to buy a phone and he told me that he is not longer working for Verizon. I asked that if I can send a letter to the CEO and he told that was not necessary. Bring henrry back if not I will move all my lines to tim- mobile. read more

Convenient location, terrible customer service. The salespeople seem to be, well..., mostly "salespeople." They seem very fake and disinterested in actually helping customers. One gets the impression they're there strictly to sell phones and if they actually have to listen or talk to you to accomplish that, they'll force themselves to do it. Getting help at the technical support counter doesn't seem to be much of a problem, but good luck trying to find someone you actually want to purchase a phone from. read more

Walking into this particular Verizon store to switch from AT&T, thinking it should be quick and painless. Oh no, here comes Equifax! Since I had a lock on my credit, I needed to call Equifax to lift my freeze in order for Verizon to process the paperwork and establish my account. Something that should have taken 10 minutes turned into more than 4 hours.....courtesy of Equifax and Verizon headquarters. I was getting so frustrated and angry, ready to strangle someone or something... Dylan was the one who saved the day! He worked tirelessly and patiently (and had to re/enter my information multiple times) with me to make sure my account was set up properly, rebate information submitted and my phone was good to go. Whew! If you happen to be in this store, make sure you ask for Dylan to help you. You won't be disappointed! read more

Great service & friendly staff. Just don't go between 5pm-7pm. My blackberry's trackball stopped working and they replaced it for free in 5 mins, no questions asked. Awesome!!!! read more

Annoying: They always come up to you and ask you what you need. I don't need help so it's annoying but I know they are trying to provide great service so no stars deducted. Clean store. There is enough staff available to help everybody at any given time. They are also acknowledge and willing to help. All the displays are in working condition. No broken phones or plastic shells on display. BAD: They offer various accessories, but I wish they carried more accessories instead of having to drive to Best Buy to check other available accessories. read more

Henrry was absolutely amazing and very helpful. He helped my fiancée and me find the right phone plans for our needs, and was very accommodating and professional while helping us. Overall it was a great experience! read more

I went to this store today, and I had worst experiences ever!! Me and my mom went there today just for add a international roaming plan for my mom's number, when we first get in store everyone seem busy, so we just wait . After about 3 minutes finally one person saw us just standing there by ourselves, therefore; that person come over asked how they could help us. We told him what need, then he said there is only one person before us, will help us after. From now most things still ok, and we understand they are really busy now, but after 15 mins waited, someone finally come to help us, this time when we just said what is the purpose we here, that guys just like said " no we don't do it here , u need call some numbers", because when I back to China 2 months ago, before that we just came to same store and they helped me the same actually thing, and we know if we didn't buy anything in the store, the sales won't get any commission by just help us add a plan, but at least u don't have to be impolite or rude, even doesn't seem like want help us, just want us get out the store when they can't make any money, when we ask the guy's name, he doesn't want give us his name even hide his name tag, what kind of person like hide their name tag ?! we know we can just call the customer service, but sometime we willing come to store, and all the things about phone and the iphone we all got from here, so we did spend money in here before, so we are not their customers anymore just because we don't spend money this time ?!! This store even a corporate store which mean this store in directly form Verizon, and this is how they training their employees, which so unprofessional! I feel even a grocery store cashier nicer then em. After had this experience, I won't come to here anymore !! And don't recommend anyone come here either ! read more

Frustrating! First of all.. They open at 11am. I had a 12 noon APPOINTMENT! I had to wait over 15 minutes just to have someone acknowledge me. Then another 15 minutes for someone to start my appointment. I completely understand the whole supply chain shortage, but was shocked at the lack of choices to replace my phone. I am flexible, so was able to pick a suitable replacement. The guy went to the back...handed me a box with my new phone and said " sorry, we don't have any accessories for this phone." So no screen protector or case...OK I'll order from Amazon I guess. then he says "download this app to transfer your data...watch a you tube video if you have any questions" WTF!!!! No help even setting up my new phone! I walked out with my box in hand and got in my car to go meet my daughter who was shopping elsewhere...Only to discover that my old phone no longer works! He disabled it without even telling me that would happen. I had no idea where my daughter was and no way to call her. I went back in and no one would even look at me. I drove home just to call my daughter and go back to get her. Worst customer service EVER! read more

5 stars for Excellent Service from Dylan Campos at this location. I bought my iPhone here with the Zagg glass screen protector. My screen protector broke and Dylan walked me through the steps to register the zagg product and get a replacement. I am so impress with Dylan's service because I did not have to wait long to get help, he was able to help 3 customers with different issues at the same time promptly. As one customer was porting over the data to their new phone, he gave me instructions on how to register for my replacement, and he installed a new SIM card for another customer. Awesome! In addition, I asked about upgrading my phone and he wrote out the options available to me for review with no sales pressure. Thanks for the excellent service Dylan!! read more

I was having issues with my SIM card not being read properly by my phone that I had been gifted from my mother via Amazon, and me and my mother visited our Verizon store in Cupertino, Stevens Creek. Upon arriving we were greeted very kindly by Andrew, and he proceeded to explain to me that the issue with the phone was not the card but the phone itself; it was a fake! He was very diligent in answering my mother's questions while also fixing the issue. He was super cool too! Very laid back yet attentive and honestly all the reviews did him wonderfully and should be times 10 because not only did he help me with the issue but he also helped us upgrade our plan! Super chill and amazing guy overall; very easy to talk to and he felt like a friend yet a professional at the same time! He also has a sense of humor which is such a bonus. Go to Andrew if you ever need anything done quick and easy! read more

I am very impressed by Andrew's service! Different than before, I ordered my 11 pro max on Verizon website this time, and chose to pick up in store. To my surprise, I did not get any help by the time of picking up, I was given the sealed new package, that was it! I went home, tried to activate it, was not successful, I had to go back to store. A sales person there helped me, switched sim card from old phone to the new one, and told me it should be good. I had no doubt, but again, it was not working. Frustrated, I went back to the store again. This time I met Andrew. I did not have any expectation for a good service after two failures, especially after purchased the merchandise, but Andrew was different. He calmed me down, promised to help me. There was a long line, I am sure he can get more business by helping new customers instead of helping me, but it didn't seem to bother him. Andrew is professional, the activation is easily achieved, he also showed me how to use some features came along with the new version, which would cause me big headache without knowing them ahead. Meanwhile, he also introduced some great deals with savings, which benefits me and my family members. Google Home Hub is his great suggestion, it made everyone in my family happy. Andrew is not simply pushing and selling you a product, instead, he puts customer's need in front. I felt like back to the old days with Verizon, I was fully taken care. I had great satisfaction with his service. Highly recommended! I will go straight to Andrew for my next purchase need. read more

Wow. Worst customer service I have ever received. I went here with my fiancé to see what could be done about her broken iphone 5. The representative(a young Asian man, I didn't get his name) that 'helped' was rude and short with me. I had several questions about the different potential options and he cut me off before I could explain what I was asking, and told me what he thought I should do. He laughed at us like our business in the store didn't mean shit. I went in with simple questions and it felt like an argument. Don't go here. read more

DRIVE AWAY!! GO TO ANOTHER STORE!! WARNING!!! I have been to this store over 4 times in the last month. It has been a terrible experience. I have had two sales representatives speak to me like I was not a valued customer and if I was stupid. I recently switched to Verizon from Sprint and the phone service is much better but I'm not sure if I'm willing to give up the customer service. Gordon today checked me in, instantly presented with attitude and disregard to my request to speak to a manager. My wife's phone has a glitch has had it less than 2 months. Gordon let me know that the store manager doesnt usually need to get involved. Also that " Sean is in the middle of something and cannot help me right now." This store speaking with every customer with an attitude, unempathetic to the people that are having to wait 30minutes to and hour to resolve an issue. Not enough customer service for this store! But there sure is a push for the new iPad and the sale on the new Beats, the Commission check! James who was "having a bad day," was disrespectful and rude. James had a primary goal, charging me, getting the transaction through. Sean the store manager switched my representatives for a young woman that seemed to care, but only one person that has a clue what customer service is, is RIDICULOUS!!! I have had enough time to write this complaint while waiting. read more

After I was frustrated with the service I've got at AT&T, I came here with little expectations but I was very satisfied with the customer service they have here. DANIEL was extremely helpful in informing my family about the current promotions the store offered and went above and beyond in guiding us about getting a new phone. Unlike other stores that kept pushing the same promotion, he understood our needs and offered one that was perfect for us. Would definitely come again in the future! read more

I had a great experience at this store, we went there to update my SIM card. The General Manager, Sarah was excellent and took care of the issue right away. I've had some bad experience at other Verizon stores but Sarah and her team at this store was fantastic. read more