This is a HORRIBLE Verizon store. I've been coming here for the last 10 years to upgrade my phones, but after my last experience I will never be going back. We showed up 15 minutes after they opened on a Friday morning. There was one customer in the store already being helped. We were next in line. After looking at some smartphones for a few minutes, the store manager came to talk to us, put our name in queue and said a salesperson would be out to help us soon. Immediately after that, an elderly couple entered the store and began talking to the manager about wanting to buy some simple phones. Instead of placing them in line behind us, he decided to instantly help them and continued to do so for the next 20 minutes. We were patient and played around with other phones for another 15-20 minutes. Then we finally started to get tired of being ignored. Two other employees showed up to work and walked straight to the back room. Instead of coming out to help the customers who were clearly waiting, they were never seen again. Growing impatient, we stopped looking at phones and just stood there with our arms crossed, clearly displeased, staring at the other 2-3 employees who were doing nothing. They made eye contact with us but clearly didn't care at all. Even if they weren't a sales representative, they could have noticed that we were growing impatient and talked to someone in the back --- but they did absolutely nothing. After waiting 50 minutes, we stormed out. After coming to this store for a decade, they have been through many changes. The customer service quality simply isn't there anymore. They make it apparent that they don't prioritize you or your business, even if you're a long-standing customer like we have been. Even if this is the closest store to you, do yourself a favor and find a DIFFERENT Verizon store. read more

I went in expecting a long line on a Wednesday afternoon after my iPhone suddenly stopped working. No line! EXCELLENT service from Customer Service Representative Peter!! He helped me transfer all my data from my old phone to my new one and set up everything in no time. He even gave me a great deal on my old trade-in. Thank you, Peter!!! read more

Update: still having issues with discounts being received (military discounts). Seriously Verizon get your business sorted out. I have six months left in the contract and we are definitely moving over to Project Fi once it's up. It is NOT OK to lose people's personal information, especially service member's info. It's not ok to say that you're applying the discount and not do it. Then only to tell us to keep waiting another month. It's very scary to know that they don't see it as a big deal to lose your personal info and obviously don't care about keeping their word. Old review: The customer service regarding the purchase of our phones was great! I dished out around $1,000 on the phones and a new plan. After buying the phones everything went downhill. My brother serves in the military and our contract is under his name. The representative asked for my brother's leave and earning statement and the copy of the front side of the military ID to apply a 10% discount on our bill. And they said the discount was applied and in effect. Then my brother went away for 10 months only to come back and find out that they DID NOT APPLY any of the discounts. So we called them and they said they had NO RECORD of the discount being applied and they don't have any of the paperwork we handed to them. It's incredibly concerning since they happened to lose a copy of my brother's id and paperwork. And they were very unhelpful over the phone, as they just brushed it off. It was incredibly annoying for my brother as it wasn't the best welcoming news after 10 months of rigorous service. I mean they could have apologized but they again brushed it off. read more

People have reviewed the long lines to just enter the store. Let me tell you about all the time you'll waste after visiting the store to resolve the various billing errors caused by "misrepresented" (totally falsified) promotions. Came on iPhone launch day to purchase my phone. After half an hour of upselling, decided to buy a Jetpack because I was told I would only have to pay tax for the device with no monthly fees. Why did this sound too good to be true? Because, according to the rep, Verizon wanted me to use more of my monthly data and eventually upgrade to more expensive shared plans. Four months later, I've spent many hours trying to get this Jetpack hell exorcised from my monthly bill. Nothing the sales rep told me about the device was true. I'm stuck paying for the entire device and eating a $20 access charge on my line. The people at the call centers have never heard of such a promotion. They're not allowed to say that this store lied to me (but they did). My eyes are opened. The hell isn't the Jetpack, it's Verizon Wireless. I'm enlightened now and leaving. Went out of my way to write my first Yelp review because this is the first time I've been blatantly lied to by a customer service rep. I'll be wiser next time. read more

Generally service has been slow with wait times of up to an hour when I've gone. Customer experience when being helped has varied. With some staff it was very apparent that they did not care about my issue or wanted to put in the effort to help me resolve it. The standout though, and the reason why I do like coming to this store (aside from it being pretty close to home) is Sarah R. She's great with empathy and will spend as much time as needed to ensure the customer's concerns and needs are met. I've seen this both from working with her and observing as she dealt with other customers while waiting for the next available representative to help me. read more

Tony was extremely helpful. My email was hacked and someone purchased multiple phones on my business account. My account was shut down and Tony helped me ensure orders were cancelled and put me in touch with the business department to re-secure my account. He even checked back with me to make sure I got my account back up! Thanks Tony for going above and beyond! read more

I was very happy with my customer service today October 3. I had a bill problem and Dan took care of the problem. Also told me about the new car service that Version has started. I was in and out quickly with the problem solved. Eleanor Incerpi read more

I love the NEW layout of the store. The customer service is great but one lady seems to believe i'm not a customer, just because i'm try into order something over the phone.. doesn't make me a customer..... Thanks Shelly but my monthly bill tell me i am a customer. read more

Verizon - Huge New Store!! - Mobile Phones Near Me - Cupertino, California

I cannot imagine a worse service. I went there today to get the new Samsung watch and a line for my son. I asked them whether they provide a stand-alone line for Samsung watch, and they said yes! Then, they wanted me to pull the credit score for a line that costs $10 per month. I told them I had started but then canceled their internet home service about a month ago (for which I have another horrible experience to tell!) so they tried to pull that info. Meanwhile they told me I owe them $46 for the previous service (for which they had told me that there would be no cost if I cancel within a month). I paid it so that they will not run a credit check. But later they told me that it did not work and they still need that credit inquiry. I said OK whatever for my son's sake and since they were the only company that can provide a single line for that watch. This process literally took two hours! Then they told me that they made a mistake and the information was wrong; they cannot do the single line with Samsung watch! No apology, no nothing! I kept my cool and said that this is my second terrible experience with Verizon. I am still in shock. Never consider anything from Verizon anymore. read more

I went here this Tuesday to get a new sim. Although I was unhappy with the long wait at first once one of the sale persons was available the service was fast very attentive and all in all the experience was a delight. Sarah helped me and she was kind, pleasant, and efficient. read more

I've purchased my 1st iPhone and Android from this store. I've been a very loyal customer with Verizon for years and received awesome customer service in the past but today was an exception. And a big disappointment. Came to this store today , with an intent to add another line access for my 75 yr old mom, who came with me. I guess we were too early for the store opening, like 15mins early, door latch was open, nobodys inside ( was fully unaware that this store opens 11am on Saturdays) . While we were waiting for someone to greet us, out came this Asian/Chinese guy, and told us their store is still closed. My mom and I apologized to him but I don't think we deserved to be ushered out like some homeless person or bunch of thieves and have the roll-up door slammed on our faces! My mom, a senior citizen, had bad knees from Osteoarthritis and good thing she was able to make it out of the door in time. Classic rudeness in display from a Verizon employee, wasn't expecting that! read more

Leon is a total noob who makes you think he's helping you out, but doesn't know what the hell he's doing. All I needed was a replacement SIM card and he ordered a whole new phone--without the SIM card. I asked for the SIM card and he gave ATTITUDE and assumed that I wanted EVERYTHING replaced. Dumb little shit. He wouldn't hear me out, and worst of all, thought I was dumb enough to just walk away with what he had to offer. I DO MY RESEARCH BEFORE GOING TO VERIZON FOO! WALKING INTO YOU STORE IS MY LAST RESORT! AARON, on the other hand, was an angel and listened to everything I had to say and did everything he could to help me out. He gave me the replacement SIM card and everything was fixed. I'm happy, but not with their service. read more

No nano SIM cards for the iPhone 5 and no plans to ever have carry them? You can just walk into an AT&T store and get one of these, free of charge, no hassle. And BTW, lady behind the counter, you can inform customers of this without the witchy tone. They call it customer service. read more

This is by far the best Verizon store I have ever been in. No long lines at all, friendly, and helpful. I've even got them to not be "by-the-book" like other stores are when it comes to warranties, issues with a phone, etc. read more

I've been a Verizon customer for over 10 years now. I visited this store and worked with Sarah the general manager. She was absolutely amazing. Great customer service. read more

Andres is the truth. 16 hours after going through the process of activating my phone, it still wasn't activated. Here's a list of things I tried during that time after I spent a few hours exhaustively searching for causes: Turning off Find My Iphone on all of my phones, and then turning off my old phone while restarting the new one. Going on My Verizon and activating my phone through there (got a confirmation that it went through). Calling Verizon's 1-800 number. The customer service rep on the line was utterly useless. She told me to go to sleep and see if the problem would fix itself. Andres identified two other possible issues: 1) There was no confirmation that I accepted the order 2) For some reason, the website was showing that I hadn't paid off my old phone when I had. He called the appropriate person and communicated what he thought was the possible cause. This sped up the process of fixing the issue. It ended up being issue number 2. I don't know how a direct line to Verizon couldn't identify something as simple as this, but Andres did very quickly. He was positive and calm the entire time even though I entered the store pissed off as hell. Andres is the kind of employee that gets poached by other companies. Verizon, I hope you keep him happy cause Andres is the truth. read more

Normally I don't have great experiences in Verizon stores but the customer service I got from the employees here was above and beyond in every sense. They were friendly, helpful and great! They really deserve a lot of credit for making my day just by being courteous and awesome! read more

RICARDO sucks! I asked a question, before even trying he walks away!! Walks away from the customer!! I give 0 points to him and this gives bad reputation to the store. Others were able to assist me and did perfectly great. But RICARDO should not even be in the store if he don't want to even try to listen to the customer. read more

If I could give it a zero, then I would. Horrible customer service. Which is typical in the majority of stores in Cupertino.

My local Verizon store didn't have the phone I wanted, so I went to Cupertino. Wow! Thirty minutes of hard sell, trying to get me to buy a more expensive phone, an extra product, an app (!), a "cheaper" Verizon plan. Geez! I wish our cell phone market just worked like Europe's. read more

Great service, and the people were very helpful in helping us select both the phone and service plan. They set the phone up very quickly, and got everything working. It was also very nice to not be pressured to upgrade for once, which was great. Basic plan ended up getting us a very nice phone, and everything's been working great without any issues! Would definitely come back. read more

Horrible experience! Incompetent people - wiped out my entire phone contacts while upgrading the s/w. Did not bother to check if there was a backup or if they should take one. There are 3 managers in the store. All incompetent - especially the senior guy Asif Popal. Wonder what their criteria for making people managers!!!! read more

I am an account manager on a family plan with Verizon. I've done several online orders with the in store pickup with no problems. However this last in store pick up I was told I could not receive the order because my name was not the Account Owner. The Owner is currently deployed in Afghanistan with the Army. Although, being an Account Manager and having full access to the account I was told by the store manager Henry, that only my brother and no one else would be allowed to pick up the phone. The email confirmation I received which clearly states "your order is ready and can be picked up by you or any of your Account Managers", was still not enough for Henry. The strange thing is, I had just picked up another order for a new line on the account the day before with absolutely no problem. That's fine so I just need to order another phone and pick it up at another Verizon store. What isn't cool is the $50 restocking fee I was charged for the phone that I was not allowed to pick up. It seems there are different rules when Henry is working there. Thats too bad for the store because all the other employees are very personable and extremely helpful. I will not be going to this particular store until Henry is replaced with any of his much more competent employees. read more

I hate this kiosk. I came to ask my questions and got put on hold for a really, really long time. There were five different workers, 4 of them doing absolutely nothing, except talking about last night's game. ARE YOU EFFING KIDDING ME? read more

The guy was really helpful, Antwane, and everything went really smoothly getting a replacement phone. However, I waited for 2 weeks and finally called verizon and they said there was no proof of an order for a phone. So why was I giving him my address and signing things if he didn't even send a phone. So frustrating!!! read more

Brought my Droid in in hopes that they can fix the voicemail issue. I couldn't access any voicemails with the app even after uninstalling and reinstalling it. The salesperson (Jackie or Joannie?-I think was her name) id'd the issue & fixed the issue right then and there. Don't know what caused the issue but now I can access all of the messages that were stuck out in nowhere land. read more

I usually hate coming to this store as I have always felt that the service was rushed and not all that helpful. Today was a different story! I went into the store with my son to purchase a new phone for myself and Diana approached us immediately. I wanted to stick to a certain price point and Diana showed us all the phones that fit my budget. She stayed close, but let us look at the selections and allowed us time to talk and make a decision. With the decision made, she brought cases to show me and fit the case and the screen protector. She transferred my contacts and showed no irritation that it was already past closing time. Diana is an asset to Verizon and I hope she stays at this store. If you're thinking about shopping for a new phone at this store, it's well worth it to go on a day when Diana is working. read more

There are 7 out of 20 reviews here giving ratings of one or two stars. They are all about post-sale service at this store and usually are long write-up with details. If this consistency of post-sale dissatisfication did not raise any flag, I am here to add yet another one-star. 1. No Store-level Troubleshooting My overheat smartphone, with a "battery temperature too high for recharging" message, did not get any attention when I visited the store. The tech support guy did not look at my phone, did not touch my phone, and did not look at any of the 6 e-mail exchanges I had previously with the store regarding my battery overheat problem. After my sign-in and waiting in the queue, an uncaring staff told me within 30 seconds that it is customer's job to figure out whether the overheat is caused by a defective phoneset, a bad battery, or a defective charger. (All items were purchased from the same store less than 5 months ago and are still under warranty.) 2. No Escalation I asked the store manager if I can send my phone to a local tech center so that I don't have to spend time troubleshooting myself. (This is a known escalation process adopted by other service providers for mobile phone troubleshooting.) The manager told me Verizon does not have such a process. Nor does this Verizon store has any battery available for me to try it out on my phone. My only choice is to use a refurbished phoneset and troubleshoot it with the original 5-month battery myself. 3. Pay for a DIY troubleshooting of an under-warranty phone In addition to no-service at #1 & #2 above, the store manager confirmed that I'd have to buy the flimsy plastic screen proctector at $15 (for 3 sets), as I must return the original phoneset within 5 days and the original screen proctector that I have already paid for cannot be reused. (I cannot buy just one screen protector either.) It doesn't matter to the manager that the refurbished phone may not fix the battery overheat problem and it was not my idea to start the DIY diagonostic process with a refurbished phoneset. The fact it was not my choice to return the screen proctector that goes with the original phoneset means not much to the manager. The store manager and his staff combined simply did not demonstrate any understanding of the problems and the extra cost that they imposed on a customer who has a defective phone/battery/charger under warranty. Using an unfortunate phone/battery overheat problem to make a $15 sale obviously shows where the priority is for the store. It was clearly not their concern that I need to buy 3 sets of screen protectors in order to start a DIY troubleshootig, which he and his staff already demonstrated zero interest. My phone/battery overheat problem is still outstanding. I have learned that there is another Verizon store that has a battery that I may use. But when I called back to the Stevens Creek store, the store manager simply put me on hold, as he has to talk to another customer. I wonder if that is another first-time customer who always give the store more stars. It really is wiser to wait on rating unti you get to the post-sale stage. read more

Diane, thank you so much for making my visit to the verizon store so pleasant. Thank you so much. You are awesome. Would definitely suggest other people to go and ask for her if you ever plan to visit this store anytime soon. read more

These guys really rip you off !!! If you are thinking of buying a phone they will try to bother you about stupid deals on stuff you can find FOR A MUCH CHEAPER PRICE !! There was a sales associate that was a girl ( not saying name ) but completely cut me off when I was mentioning that I could get the stuff ( cases, tablets, E.T.C ) for a better price . She completely cut me off and had a very rude and forceful attitude. After this encounter I have sour taste in my mouth and will make me think twice about visiting this store. If I was able to put only 1 half star I definitely would do it !! I was super annoyed after. Don't get me wrong I love Verizon but this store just SUCKS !! read more

What awful service - go to another Verizon if you can. My family and I came in on a weekday afternoon and there were definitely more salespeople than customers. Still, I waited over 30 minutes for them to even get to me because the salespeople were sitting around in the back and didn't know how to help the customers. Examples: It took them at least 30 minutes and the manager to help some guy unlock his phone. It took another 25 minutes to set up a Blackberry account for some girl. Neither of these problems should've taken so long - the salespeople are just apathetic. The only person who appeared to be working was the greeter at the door. When I went to ask if he could help me, he just said "sorry, I have to stand here and greet people." Don't come to this Verizon. You'll probably save time by going to one of those mall kiosks instead. read more

Excellent customer service! I visited this location today to get help resolving a difficult problem with my account. I was helped by Josh. Josh was fantastic. He was extremely friendly and helpful, spent a generous amount of time mediating a call with Verizon's headquarters, and in the end successfully resolved my problem. I highly recommend this location on the strength of their customer service. read more

I walked in looking for a charger for my phone. They expected me to wait over an hour. I had the charger in my hand.. and yet I could not pay for it until my name came out. I understand first come first serve, but they need to get their sales clerks to focus on different tasks - new accounts, upgrading phones, and basic sales. Completely crazy. I just walked out. read more

I cancelled a tablet in 2015 thinking it was disconnected. I even paid a $200 early termination fee. However, looking at the bill now (I wasn't the primary), the tablet was still being billed for data. 0GB usage for 2 years. Mistake on their end. The store won't refund it nor will corporate even on hold for 3 hours. Pretty ridiculous. read more

First off you have to take a retail store with a grain of salt. The guys who helped me were super nice and when my da had to add me to his account to steal his upgrade they were nice enough to log into their account and show me visually so I could easily walk my dad through the steps on his computer over the phone. Yes we could call on but who knows how long you will be on hold. The process is long but it's not their fault. Yes they will bring you phone case options but again that's their job, I said I could get it cheaper on Amazon and he jus laughed and agreed. Good tho for people who don't have prime and want one right away. I will say he was not pushy at all. The store mgr over heard a convo and confirmed nothing on my dads acct would change but the 2 yr...he just wanted to make sure I was aware / I am on my own plan and wanted to make sure I nothing was being changed since I wouldn't see it. I also like this location as they are open until 8pm. Last bit, this is my 2nd time being here for help and 2nd time my customer service had been awesome. read more

I think this is one of the few Verizon Wireless stores where their management actually listens to customers' problems and tries and solve it. They actually use their brain adn common sense instead of what the Verizon Wireless employee manual states. You get your questions answered, problems fixed, and just talking to people who use their own brain is just wonderful in itself. read more

One of the better Verizons I've been to. I came here to get my iPhone 5, and the lady made the set up quick and painless. She then escorted us to a table where we met Kit who helped put on our screen protectors/cases and import our contacts. Kit was great and should get a major promotion or something. After he set up our phones, we asked him if he could to import contacts from one non-verizon phone to another non-verizon phone...a totally irrelevant request he didn't have to fulfill..but he tried his best and kept at it until he did it. customer service at it's best. read more

These guys are all about customers service- Manager was great. Had a broken BB and had it replaced 3 times. I was fed up and I needed a different BB. ALL the other stores kept giving me the same stupid phone that obviously had problems. The manager stepped it up and took care of the problem- I was about to cancel my line that day till he fixed the problem read more

I bought a new iphone today. I had to wait about 10 min because they were short staffed, but everyone was super friendly! They sold me the phone and transferred the numbers off my old phone very fast. I was really pleased with my experience here. read more

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