Just had the worst experience of my life here. On March 4, I went in the store on my lunch break to see if I was eligible for an upgrade. David, who is apparently new, was helping another client, but chose to order a new phone for me to come pick up when it got there. Never did he mention that I owed 400+ for the old phone. I went in today to pick the phone up, spent my entire lunch break dealing with Justin, and got literally nowhere. They had my contracts attached to the wrong lines, had us transferred about five times and even hung up on us. I was 30 minutes late back to work from my lunch break, but decided to go back to work without resolving this issue in return returning when I got off at 4:30. From 430 until 6 Justin went back-and-forth with higher ups and nothing was resolved. Right at the end he says..."oh , you have a balance, that could be why it wasn't working!!!" ... they couldn't have looked to see if I owed the balance prior to making me sit through all of that trouble? I spent 4.5 hours here with nothing but frustration built up. This was enough to make me want to switch to another phone company. read more

Walked in, their was no greeting from the Verizon employee. When he finally acknowledged her ladyship and myself, he asked why we were there? Inject some humor? I stated for a phone, laughingly. I can't do that, we're down. Her Ladyship, coyly asked ... down where? He, just repeated he could not help us. Her Ladyship, flustered, looked at me, and I told her (me guessing) that their network must be down ... again. She asked if we could just look at some phones, but no. Okay, this guy had all the personality of a dead door mouse. Her Ladyship, asked if he knew of another Verizon store, that might entertain our wishes, and he directed us to another store downtown, which was closed. We're scanning the net now for deals, perhaps not Verizon. read more

All 5 stars are a credit to Jose Z who was patient, thorough, and highly professional in helping my mom upgrade to a new phone and watch. Over the course of 2 visits Jose explained the options, setup the new devices, transferred the data from the old ones, walked us through the bill and charges in detail, and answered our 101 questions with patience. We took advantage of a promotion for free equipment when opening up a new line, so it was fairly complicated and had more steps than a typical transaction. The store itself is fairly small and run by Victra but with Jose's help we had a top notch experience. read more

Not a corporate Verizon store. 4 people working in the store but only 1 person helping anyone. Don't waste your time visiting this glorified mall pop up. read more

I don't live in Palo Alto but decided to stop by what I thought was a real Verizon store to upgrade my phone. The store itself was stuffy and hot, and not like a typical store with the tech and nice, modern seating area. They had one representative working who was helping a few customers at a time. When I let him know I wanted to upgrade my phone, he grabbed a piece of paper which I thought was odd because I typically see Verizon reps with an iPad. Anyhow, the rep asks me many questions they have nothing to do with my phone and picked up a few personal calls while I was waiting for him to process my upgrades. A few people came in while he was helping me and he told a customer that while it wasn't a corporate Verizon store, he thought the reps that worked there were better... which I thought was an interesting thing to say. The rep was so distracted and chit chatting about other things that he never asked me what phone I wanted or storage options. When he was about to have me pay, I brought it up to him and he said ran to the back and told me he only had 3 iPhone 16 pro max phones- 2 in black and 1 in desert. How can you even have a conversation about upgrading without knowing what the customer would like? During our interaction, he said he'd be charging $40 per line in addition to the activation fee which is when I realized someone was off. I told him I didn't need that service as I've ordered phones before, had them delivered to my home and set them up myself. He waived those fees. I get home.... 60 miles away from Palo Alto... and start setting my new phone. This requires me to update the iOS. That causes my phone to malfunction and freeze on the hello screen. It's impossible to force restart or put in my code to unlock the screen. The phone is heating up and the battery is draining at rapid speed. The next morning I go to a real Verizon store close to my home. They explained that I cannot return the phone there since I went to a third-party store. They ask their manager if it's possible to return to a closer Victra store and they say they can. Being skeptical... I ask the Verizon rep if they see my 2 trade in submissions and they let me know the rep did not put those through the system. Shocker... I go to the fake Verizon store (Victra Pinole) and they tell me they can't without having to charge me a restocking fee. They give me a bs reason that it's because the stores are in different districts. This has been the worst experience in the 13+ years I have been with Verizon. These Victra stores are deceiving need to be upfront that they are not Verizon... they are like a kiosk in a mall that can sell you garbage and won't take accountability or cares about customer service. Absolute garbage and it makes me sick to think about how many people have been scammed and misled. Shame on Verizon for letting these people use their logos. They must not care about their customers. Update: I came to the store as Jacob helped me with the return. He was very apologetic and efficient with the return. Very customer focused, as all reps should be. This review is not at all reflective of my interaction with Jacob. read more

Jonathan the salesperson was sooo rude . I had to walk out . Absolutely not helpful every question was answered by another question and when I requested a call to Verizon to check my account he said go back to the Verizon store that I initially got my phone three years ago !! I think this guy should not be in service at all , no manners talks to clients extremely demeaning. read more

I went into this store to ask a question about billing at 1 on a Saturday afternoon. The parking lot was empty. I entered through the unlocked door, and there was no one else inside. I waited for five minutes, knocked on the door to the back offices, saying hello and excuse me, and tried seeing how many keys I could whistle the Jeopardy theme in, and the place remained deserted. I gave up and went elsewhere after five minutes. I also don't understand why they don't post their store hours on the door and make you scan a QR code instead to see their hours. read more

After checking deals via Verizon online , I thought it is better to go to the store for a better consultation. Guess what the guy behind the contract has no interest to sell anything and the price he mentioned was very above the Verizon online deal. The funny thing about it was that while he spoke to me he was multi tasking and was busy with packaging. Really? So I believe I need to stick to my current carrier. -------------- Response to Wecare@victra.com Reading other people reviews, I strongly recommend to focus on trainings of your staffs. Your copy and paste standard response obviously died not improve the experience of previous customers. I alrea upgraded my plan, but for Victra and Verizon, it must be a lesson to invest in their staffs and not blindly response to Yelp reviews. read more

I had a very disappointing experience at this store. I had an appointment at 12:00, but had to wait two hours before being attended to. The staff didn't seem to know anything and had to call someone else for guidance. After 40 minutes, the staff member said his shift was over and went to lunch, telling me to come back after his break. In total, I waited over three hours and got nothing done. I don't think Verizon can help you read more

The worst! I have a receipt from this store confirming that I turned in my old Android phone and would get an $800 credit, as they had promised. It has been FIVE months and no credit has been given. I have been in the store multiple times trying to remedy this, thinking if I was there in person they would be more likely to care. Every time I am there it's a different excuse, and he tells me he needs to look into it, talk to his manager, will call me...on and on. When I asked for the store managers contact info - he had told me previously HE was the manager - he said he couldn't get the info as the security had just changed. I am beyond frustrated. They just don't give a sh*t. read more

This is the absolute worst cell phone store I've ever been at. The worst store also. The manager Ernesto is a horrible manager that backs up his terrible staff. Rude, childish and ignorant. McDonald's can teach you manners and great customer service cause you don't have any. read more

Awesome customer service, was in and out very quickly. Verizon service professional was very knowledgeable, would highly recommend!

I bought 2 I phones here a couple of days ago. I was told I would only get about $350 in trade in for each phone as they both were working but had cracked screens. I went in today to turn in the old phones and here's the good news and big shout out to ERNESTO! He looked again at the possibilities for trade in and found a special deal where if I added on some accessories-which I needed anyway - it would bump up my trade in allowance to $700 for one phone and $600 on the other. He totally did not have to do that as I had already completed my purchase and Verizon already had my $$$ ! I highly recommend this store-also ample parking in the back and the store was clean and had plenty of product choices. Thank you, Ernesto!!! read more

Went to this store last night . Wait over 40 minutes to be attended while the staff kept chit chatting with the customers . When it was my turn all I need was to get a SIM card since my phone wasn't operating because of a damage SIM card. So he was about to get me a SIM card but since I had already order online I couldn't purchase a SIM card therefore I would have to wait until Tuesday to get a new SIM card through the mail . So the young staff decided not to install my SIM card . I had to called my work off and lost $670 dollars for not be able to work since I didn't have a operational cell phone . This morning I went to the store and the guy gave me a SIM card free of charge and told me to just called Verizon and activate it . I called and it took me 7 minutes to reconnected my phone . That young staff could had install the SIM card and allowed me to go to work . I don't recommend this store in any shape or form. read more

Great little store with great sales reps that are very knowledgable in regards to their plans & their phones. I came in on Christmas Eve and the Assistant Manager Jaela was very helpful. She assisted me with the purchase of 2 iPhones and helped me take advantage a BOGO offer!!! I recommend this place for any of your Verizon needs, great customer service & attention to detail. read more

Verizon - Mobile Phones Near Me - Palo Alto, California

I left a review four days ago after a terrible sales experience at the Verizon store on El Camino in Palo Alto. I received a few emails from them promising to look into the situation. You can see their reply below my first review. NOTHING has happened to fix their mistake. NOT surprised though as the environment there was corrupt and intentional. In case you are wondering what Verison ONLINE does. NOTHING. Apple told me to go in person because Verizon online takes too long to answer their calls. I can vouch for that when they have made errors on my bills. Eventually, they get to you, but when your phone has been ruined for three days, I took Apple's advice and went in person to the store. MISTAKE. My recommendation is to deal with the endless online wait, and hopefully, you will get the correct phone and the online service (supposedly) will honor any mistake they make. IN PERSON doesn't honor any mistakes and as you can witness in this forum, and in my inbox, to care... BUYER BEWARE-- once they have your $$$ they don't care about you or their reputation. read more

Verizon as a company don't value their loyal customers. They offer free phones for new customers but nothing to their loyal, long time (15 years) customers. read more

this store people work there they just dont know what they do ! They don't care us, they take my money no credit on my account, they said refund to me but not! where the money go? read more

If you ever search the definition of "Scum" you'll find this store used in the example. The representative will try to tell you you're getting a good deal and how VERIZON will Honor their deal 2 weeks after you ordered your phone because it's not in stock. Well... let me save you time, money and being lied to by these scumbags. THEY WILL NOT GIVE YOU A GOOD DEAL, THEY WILL NOT HONOR THE DEAL. Stop wasting your time with the store and Verizon, all they care about is getting your money. Once you sign the contract, you are going to be treated like a peasant who owes them money. The manager (Jesse) of this store will go from being overly friendly to an extremely sensitive, easy to anger kid, and he will find excuses as to why you did not received the deal you were told you're getting. HE WILL PUT IT ON YOU, NOT THEM LYING TO YOU. Save yourself the trouble of getting into a contract with them, and go to absolutely any other company -Even T-mobile and Metro-PCS have a better customer service. Note: I've been a customer at different companies, Metro, AT&T, T-mobile, and even companies from other countries. None have provided me with a worst customer service than Verizon and specially this location has. It's a shame a multimillion dollar company has such terrible customer service. read more

terrible place employed by high school graduates who's only interest is to waste time and terrible customer service. This is why your service is terrible around palo alto, just a block down AT&T gas a way better environment with properly trained employees with basic mannerisms of a sales person. I walked out after talking to one of the poodle heads who does not know wtf he's talking about. This is why your rated like a garbage. read more

Great customer service--very helpful staff, will recommend to friends! (Came in late and was still treated well, A+)

As a longtime Verizon customer, I discovered this store when I needed to replace and upgrade my device to 5G. Amiya was an outstanding Representative who was helping three different people in the store simultaneously. She explained all of the features of my new Google pixel 6 phone and explained all of the options regarding contract upgrades, etc. I really appreciate the level of service while making this purchase. Overall, a simple, efficient, and very friendly approach to purchasing a new phone. All kinds of new phones, devices, and accessories are in stock here, and very competent people helping you. Love the new Pixel 6 phone as well. read more

Terrible service all the way. If you visit this Verizon store you will regret wasting your time dealing with the mist unprofessional store workers. You come into the store and you're literally ignore as if you are not visible. Customer service is one of the worst I've ever experienced in my life. The two females working at this store seems like they both just hate their jobs literally. Extremely unpleasant, very rude, unprofessional, and arrogant like something I've never seeing before. Do Not visit this store because you'll be very disappointed 100%. read more

Very nice, Ernesto was able to troubleshoot my issue in less than 5 min. It took a few minutes to do the SIM swap and get everything back on the network. In and out of the store overall in about 20 min. Great experience; will go here again! Thanks Ernesto! read more

What a horrible experience, they straight up lie to your face and bait and switch you. Don't go here. Make sure you go to a corporate Verizon store. Don't go to these crappy authorized retailers. Seriously I can't even begin. Jesse will lie to you. read more

I highly recommend Jess at Victra for any Verizon related issue. I had a great experience today with Jess, far better than any Verizon support I have contacted in the past. He was wonderful and so helpful. The shop was clean and Jess was extremely friendly, we chatted as he worked to replace my iPhone with a brand new one, a brand new screen protector, a case, and a new battery charger! He was very knowledgeable and explained all the specs of my new phone-- he also took the time to teach me how to use my fancy new camera to take the best pictures, which was really important to me. He worked efficiently and I appreciate that a lot. I will be telling everyone I know to use this store! Jess is the best. read more

Awful. Do not come here. Replaced battery in my iPhone and a couple months pass by, phone starts turning off and on. I took the phone to Apple. It turns out they put the battery in with STICKY TAPE. I had to buy a new phone. When I returned to ask for my money back for battery they put in they said they are new owners ,which the same girl who helped me the first time was the same girl that I dealt with today. Manager was sitting there for whole interaction and shrugged his shoulder when I asked when new owners took over. Customer service non existent. read more

I came into the store yesterday because I had some phone issues. I was helped out by Jose, and I couldn't be any happier going with him. Attentive, great energy and over all a great and smooth experience. Jose took care of installing all of my accessories and transferring everything from my old phone to my new one. Overall I can't be any happier with the service and my new phone. If you have a chance of stopping at this location, ask for Jose, he's really great! read more

Verizon - Mobile Phones Near Me - Palo Alto, California

I wish I had read the reviews before I went in here. Not the best way to greet the customer or the attitude. Stopped at ATT right after the visit to this store and switched service. read more

When I write a review on Yelp, they are five stars. I don't like to "bash" a company. Then why am I writing a review (with only one star) on the Verizon store in Palo Alto on El Camino Real? Here's why: On 09/25/18 I went into the store around 1 or 2pm. There were no other customers. A very pleasant woman turned out to be not so helpful. In fact, she was ZERO helpful and actually caused trouble for me with my iPhone. I had two questions for her: 1. What new features are there on IOS 8? She said she didn't know and I would have to go to the Apple Store on University Avenue and talk with someone at the Genius counter. Seriously, for this type of question? 2. My second question has to do when I send an email to myself using Yahoo from my iPhone. If I send an email to myself from Yahoo to Yahoo, it never gets to me. However, if I send an email from my Gmail account to my Yahoo email, it does. She had zero idea what to do, but asked to have my iPhone. She then did something to my Yahoo account, which didn't help my problem (anyone out there who knows of a solution, please advise). What it did do was erase every single password that I have for whichever location I already had entered a password for my wifi coverage. In fact, that was yesterday and for some reason I can't get my phone to recognize my home wifi. Some of those passwords are nearly impossible to get. Certainly, it's inconvenient. If I could give that Verizon Store less than a one star, I would!! read more

About a month ago I thought I would pop by this store to get a quick problem with my phone fixed. Despite it being during the hours they had posted as open, it was 1:10 pm on a weekday and they had a sign posted saying they were at lunch and wouldn't be back until 2:30. Annoying since I'd made a trip especially for that, but not a huge deal. Then I went back again today, and just...WOW. They have you check in and sign into an app and the guy told me I had two people ahead of me and I'd get a text when it was my turn. No problem. I go sit in my car for an HOUR with no text, and then figured I'd check in to see how much longer. Well, he was still with the same person he was with an hour earlier, and now told me I had 4 people ahead of me. Uhm....how did that work exactly? Don't waste your life away at this store. It's shameful that it bears Verizon's logo (it's just an authorized retailer, not really Verizon), and certainly not help the brand's reputation. I went to the real Verizon store on University Ave and they saw me immediately and fixed my phone in 15 minutes. NEVER going here again! read more

I regret setting up my business account here. Unprofessional help from rep Jesse and will refer you to customer service as this location is only an authorized dealer. Save the time and head ache.. go to a Corporate Verizon store instead. read more

Tried to charge me over $20 for a Verizon SIM card. That's crazy. Other Verizon stores give them out for free, and even low cost carriers like Ting charge $5. $20 for a SIM is just straight up gouging. Save your time and money and go to the other Verizon store on University Ave in Palo Alto. read more

Purchased a new phone from the Pleasant Hill, CA store. When I received my bill, I found that I was being charged for things that I did not want nor request. I was also charged $55.00 for a screen protector that the salesman had told me was $15.00. When I asked him about it, he denied that he misquoted me. Very misleading and not very honest in their sales tactics. Would not recommend them. Linda G read more

I was there on 12/20/20. Jose was very patient, helpful and customer service oriented. He was working by himself so it was a 1.5 hour wait time, hence 4 stars versus 5. But, I was very impressed with the way he answered my questions and he was very courteous and helpful. Just know that the wait time may be lengthy so plan accordingly but you'll get good service. He was really good at multi-tasking but it's tough for one person to be helping 4-5 people and answering the phone all at the same time. Five stars for Jose. read more

I worked with Jose (I think he's the Store Manager). I had a problem with my phone screen protector, and it took a few tries, but he took care of it. He was very patient and I would definitely come back for any future phone-related purchases and services. He has top notch customer service skills. The store has the appropriate COVID-19 procedures in place: an app to check-in so you can keep your turn while waiting in your car to minimize the number of people in the store; and, hand sanitizer dispensers. read more

Visited the Verizon store on October 11th, at 10:30 a.m. (Store posted hours shows opening at 10:00 a.m.) The door was locked but a staff member was behind the counter so I knocked. I waited for 5 minutes assuming he was on the phone with another customer. I then saw him walking around the store so I knocked again. He look at me and threw up his arms and ignored me and refused to come to the door. read more

I have come here several times to pay my son's phone bill and get advice. Jaela is always kind and patient, knows what she is doing and helpful. Other places either can't figure out how to let me pay the bill with just the phone number or say they aren't "authorized" to do so. read more

I came into this location to get my daughter her first phone and right away Jayla was very HELPFUL. At first I was very hesitant about getting her a smartphone so I was interested in purchasing a flip phone, but I was told that Verizon sells a watch for kids called the Gizmo and thought that was really cool! This location didn't have any in stock but Jayla had ordered me a cute Mickey mouse one and she also said you can get 50 off the watch. I'm giving this location 5 stars because the employees here are very helpful and I just wanted to let other parents know about this cool watch for kids as a substitute for a smartphone read more