I can recommend this store without reservation: I had a network issue with a tablet that was needed for field work, and connecting to a new service provider was impossible. Both Jay and Kevin did outstanding troubleshooting, and in a few minutes the device was fully fixed and ready for action, saving the day for a client who was in town to view some car navigation demos. A great job by this team, thanks again. read more

Larissa is a nice person, but clearly having a bad day. I came in to ask for help with my malfunctioning phone, but before even looking at it she made it seem like she wanted me to go away, then proceeded to take my phone apart and looking for damage to report to insurance. She didn't at all seem to care about helping me with my actual question, or address the fact that I didn't want a new phone, but just wanted the phone I have to be troubleshooted and made to work more efficiently. Bummer. Before you start questioning my sanity for the number of stars given.... I want to say that the reason I came back to this store is because there are amazing people like Chris B who work there. He not only listened to me but answered my question before I even got a chance to formulate it. He made my phone work great. Fixed the glitches with my contacts and got me a replacement charger that has been invaluable because it is also a spare battery for when my phone runs out. It is because of people like Chris I will come back to this store, and Larissa can only claim one spoiled Sunday, and the fact that I will fix my phone elsewhere and she will not sell me a new phone. read more

Verizon - Sunny Sunday, lets hope they can help me with my phone... - Mobile Phones Near Me - Palo Alto, California

No matter how much this store physically changes, the customer service is still trash. General Manager Kristopher, I want to let you know my time is just as valuable as anyone one else coming in to check in be serviced. You're rude, blatantly rude. You should invest a few extra trainings, mainly ones that focus on stress management in the work place, as well as customer service. read more

this store can be easily overwhelmed by too many customers, and some of the store associates seemed too young to be authorized to do everything. I think that this store is understaffed. Either way the management of the store is stellar. read more

Staffer totally obnoxious and arrogant. Not helpful. Tries to sell most expensive options. Commissioned?

Horrible customer service at this Verizon store on University Ave., in Palo Alto, CA which necessitated my calls to Verizon customer service about porting over data and apps to my new phone. Cheryl in customer service at their 800 number was wonderful in explaining the new process. Your associates in the store were rude and condescending to my wife who is not tech savvy. We were surprised about the new $30 fee for transferring data to a new phone. All your associate had to do was say, "let's just break open the box and I'll get it going for you and I can check in if you need help while I'm helping other customers as the technology as improved making data transfer easy." Further, the store was not busy which made the lack of customer service non-sensical. I am doing the port now and I see how easy it has become. It's literally a few minutes of answering some questions and selecting some terms and agreements and then the data starts transferring. So, the question is, why does upper management think rudely turning away a customer who just bought a new iPhone Pro is better business than me spending 45 minutes with Cheryl in customer service airing my grievances? Was that really worth $30 to Verizon's bottom line? So, my "2" is not because of Cheryl, she was professional, courteous and knowledgeable. My "2" is for your upper management that thinks a $30 fee to assist in data transfer makes good business sense. It does not. I have an idea. Why doesn't upper management go observe what's going on in your stores before making penny-wise / pound foolish decisions. read more

It says its open online but then when we arrive its "temporary closed" . Gas prices too high to drive over here and then to redwood city . When i called , guy on the phone said they were suppose to be open . He didnt even know they were closed . AT&T is better . Thats why im transferring . read more

It's a nice store front. So, it's a nice and pleasure stop by location on a weekend. But, not much if you come here for help with your services. You may have been frustrated with all the long hour waiting with the customer service online. And, you finally decided to come to the store to resolve it. Ah ha, you will end up waiting on the line with the store representative together. And, you will see their employee ask each other questions and try to figure out what their offerings are. They look nice, but also try to say I don't have know much more than u. Let's just call to help together. Lol. But, Verizon people are nice, and offer lots of deals to sustain the business. It's still worth it. :) read more

This place is something. Every time I come, I have disappointing experience here. Here is the last one. I walked in and was welcomed right away by the host. They asked me about my issue and I said that I am getting upgraded phone. They put me in the wait list and said someone will be shortly with me. Notice, I was first and only one in the list. 30 minutes pass, nothing happens, still waiting. Finally, one hour after, I get to see the store assistant. They tried to make me buy the package (all additional accessories), to get my upgrade but after my husband warned them about this being illegal, they agreed to give me my upgrade. So they asked me to turn off my phone and I was ready the get new one and we happened to ask if my plan is going to remain the same. Here it comes! My unlimited data plan would be turned off as that plan is not offered anymore and that rep did not even mention until last second. So we asked what is the best plan I can get to keep it closer to what I have and she offers me 6GB plan for $25 dollars more, are you serious? I am switching from unlimited to only 6GB and have to pay extra??? We said, it is not working for us and walked away with nothing. Not to mention that we have been there before and our friends were trying to get the plan and after 2 hours of waiting, walked away disappointed too. Never again. read more

This Verizon store's customer service is as bad as AT&T. I always thought AT&T horror stories my friends told me were really terrible, but this store can match the AT&T customer service. If you are a Verizon customer, do not go to this store. If you are thinking of becoming a Verizon customer, do not go to this store. I really don't have time to write what happened today but some day I may write. I shouldn't be writing this as I am busy, but I am so upset that I had to write this. There are many Verizon stores. Just don't go to this one. Sorry I can't tell you which one is better, but avoid this location! And I wish some day Yelp will start having "ZERO star" option so some of our reviews become more accurate. read more

Generally I like Verizon, actually. And that isn't changed. But my experience in this store screams avoid -- actually I can only speak of one person: CHRIS EVERSON. If you walk in and are matched with Chris, smart move will be, ask for someone else. TL;DR: Chris packaged together a great upgrade deal with phone, EDGE, iPad, the works. I didn't really enjoy how he kept scribbling down confusing numbers all over a paper to explain how good the deal was, so I requested, before we agree, that he break down each and every explanation on the paper. Did that. Kept the paper for my proof -- I just did not want the scenario to emerge downstream where the discounts didn't appear as he said. To his credit, many did, but a major mis-charge also occurred contrary to the paper for what I was charged totaling $100+. I had explained to Chris my worry of an overcharge before buying and he constantly reassured us -- call me, text me, email me if there's any issue and I'll take care of it. After talking to the national Verizon rep, tried that. Days go by and Chris would reply with one sentence or just straight ignore. I work bad hours that I can't really make it into the store but after two weeks, managed to get an hour. Found Chris there, asked why he wasn't answering my messages ("Uh, it seems empty now but its been really busy."). Okay. We go over the bill. Long story short, caught up in his misrepresentations, he resorts to "Well, I got you a really good deal otherwise..." Huh? As I explained to him, I only agreed to parts of the deal because of his representations, which were plainly false, deceptive, and overcharged me. He made a big deal about how he was going to need to get a manager override to refund the money... just a waste of time and negative energy. Finally got him to refund the money, said it would appear on a future bill. I asked him, "What if it doesn't?" (i.e., I don't have faith after this experience, why would I trust you now.) I took a picture of his piles of papers and new promise of the refund. Sure enough, month+ later... two cycles... no refund! So the cycle will begin anew to get this overcharge back from a deceptive salesperson. Verizon National will say its an in-store situation we know nothing about; Chris will not reply; will have to expend another hour with time I don't really have. All for what? Chris Everson -- scum. Avoid. read more

Matt was great help for my boyfriend and I!! One of the best experiences at Verizon. Thank you!!

Lots of space, large store front, lots of people, yet customer service is so, so. Although friendly, customer service unorganized today and no return call as promised. ATT down the street is small, more personable and helpful. read more

I really don't like this location. I used to live on the east coast pre-iphone days when everyone had verizon because it had amazing service and amazing customer service. ... But something changed or just this location sucks. Like I have been here twice. The first time to activate a phone ... something simple right? Nope. I didn't activate it when I ordered it because I needed to have a 2nd phone number for them to call me on if something went wrong I was told. So when I came here they sort of treated me like, they couldn't do anything. I was like really? what? Finally after they called HQ and talked for 15 minutes they told me, "Oh apparently we don't do that in the store anymore, here call this number they will help you out" .... I was the first person to ever ask to activate a phone? wtf? Then on other trips in here, I come in to scope new hardware. I am a mobile phone developer and I like to check out how new phones behave so I can develop my software accordingly. However I noticed when I walked in here all the customer service people were huddled by the door joking and laughing while people were checking out the store. Many of them looked lost with some of the phones and I felt a little bad so I helped them as much as I could but it was like for real? There are 7 reps just sitting there watching as people are like deer in headlights around these magic devices. And then even the ones that did come, most of the times the answers from them included I don't know. read more

Pros: The store is vast and the displays are nice. Cons: "Did you come to buy a phone today." If not, you will be ignored, treated rudely, and dismissed. My lone interaction with a salesperson resulted in being ridiculed for my preferences (nobody buys a phone for Skype. Google is what people are using." The assumption being that I am an idiot for not going with the herd. Will not go back, and will not buy a phone here. read more

My company does some decent bulk business for their cell phones and wireless laptop cards. The rep we have Chien, is pretty on top of things and does a good job keeping up relations. Not sure if it's good for a normal consumer but for a small business they're pretty solid. read more

Bad costumer service please ignore this store very unprofessional staff I give this store to much business I buy ph last month my Ph is not recognized by my laptop first they send me to Best Buy Samsung store told me this is software problem but Samsung told me I have to switch ph because to some hardware problem I come back wait then they told me they can do anything because it's my laptop problems very unprofessional avoid this store for sure read more

I just witnessed some of the best and friendliest customer service. Virginia (Ginni) was absolutely amazing and goes above and beyond. I will only shop for my Verizon needs here and with Ginni. Thank you for being the highlight of my day so far. read more

3 tries to get my phone - Once: Verizon Redwood City (boo), Twice: Apple Store Stanford (boo), Three times the charm... Background: I came here a few weeks ago & everyone was super nice. Completely different customer service - Tyler D. was answering all my questions and even gave me a few suggestions on checking other places to sell my used phone (Verizon has a trade in program where you can sell your used mobile phone & they will give you store credit) I didn't get my phone then, but wanted to see Tyler when I got there since he was great. Unfortunately, he wasn't working that day. (Also, earlier, I tried to get my phone through Apple but it was too difficult to transfer my contacts, etc. so I came here for the 2nd time.) Aaron helped me out and funny thing is that I remembered a Yelp review about someone with red hair. (The guy with red hair does exist :) ) We actually talked about that review a little bit. For my experience, unfortunately, I wasn't eligible for the $30 discount (even though I've been a Verizon customer for over 14 years) But, he did make the process easy. I just wanted to get in and out. He imported my contacts from my AT&T phone to my iphone and I wished I stayed there to let him know that I had duplicate entries for about 15 people w/out a number just a name as the duplicate entry. Dunno what happened there - maybe a system glitch? Also, the first application I downloaded was Yelp but it took forever to download while I was at the store. Aaron did mention that the processor was slower than the iPad2 so there may be some delays in the download. (All in all, it took 23 minutes to download the app so no check ins that day) He did explain how the phone worked and that I could get an employee discount through my work on my bill and accessories, which I have to look into later. Overall, I got my phone and a cupcake across the street so I'm a happy camper. This place is WAY better than the Redwood City Verizon!! (But then again, I guess it's who you get to help you out!) read more

I will be a customer for a long time to come at this Verizon Store! After an unsavory experience at another store ending in a pushy sale and an unhappy me, I processed my return of the old-new device, and purchase of an iPhone 4 here. I called ahead of time to confirm the line was not long, it was at an off peak time but I didn't want to risk missing a hour or two of work for this transaction. I was greeted by the friendly staff and helped quickly by, as it turns out, the manager who had helped me on the phone. They professionally and as quickly as possible processed my return plus the purchase of my new device. At all times I was treated with respect and did not feel pressured in any way. I actually decided to buy some accessories, which I know cost more in the store than I could have got online, because of how helpful they were. I am 100% satisfied with my experience at the Palo Alto Verizon and will make it a point to go back next time I need to go into a Verizon brick and mortar store. read more

I was in the neighborhood & thought I'd shop for a new phone for my son. I was looking for an inexpensive phone that wouldn't raise my overall bill much, if any. I was greeted with a friendly woman, who i would find out later was the manager. The sales person I was paired up with was Brandon, who listened to me & made sure that he calculated what my new bill would be. I ended up purchasing some other "toys" that I'd been considering as well & Brandon made extra efforts to help me get my rebate mailed (put all the items required together & in an envelope), took care of changing my autopay so I could space out payments towards my new "toys" & generally offered the best customer service I'd received from anywhere in a good while. I would definitely visit this store again! read more

I had been a longtime happy Verizon customer and set up my family mobile plan through their University Ave shop. One lady in particular was super helpful in this store (gack, I forgot her name, sorry) but then I GOT HOSED. Over the holidays (2013) I tried to upgrade the family to iPhones. It was a somewhat convoluted process but I went to the store in advance to make sure in person with a manager, Jason, that I could manage it. He assured me they could do it and gave me pricing. I needed to bring in the old phones, of course. Advance one week and I return with my kids (21, twins 18) to pick iPhone models, colors, etc... and before starting the process AGAIN I double check with the manager Jason I can do the upgrades I want. Yes, we're good, hands me off to Brandon a sales guy, and it's execution time. We get two phones into the process and there's a problem. One of the older Samsung phones works great but inside apparently there is some 'problem' not obvious to a mere mortal like me so that phone is not eligible now for the upgrade. What? I protest. Jason and Brandon back off. Next phone, similar thing happens. Then it takes half an hour to try and transfer contacts? Really? I work in tech. I should have done this myself offline. Grrrrrr. Next up, two more phones and we'll finish, right? Third phone, seems to be no problem except whoa, apparently we CAN'T do this now. What? We're about one hour and 40 minutes into this nightmare and I lose my temper. I say, 'We're done." No fourth phone. I stop at wherever we are in this horrible experience. I say I'll pay for whatever damage we have done so far but I'm walking now. I walk down the street to T-Mobile and buy the final phone (new) in 5 minutes, transfer the contacts in seconds, and I whistled as I walked happily out of their store. I will aggressively move to get my family plan AWAY from Verizon after this experience. Uggghhh. read more

I feel like this place has gotten a bad wrap. My last phone took a swim and I came here to replace it just a few days ago and had a really good experience. I've been a Verizon customer for a long time and have come to expect the usual dog and pony show when you go to upgrade/replace phones. To my great surprise, I was helped by two very knowledgeable and very low-key sales reps while I was there. There was the usual offering of insurance/cases/chargers which is part of the deal, but it was never an 'in your face' experience, and when I said it wasn't necessary, it never came up again. Nice guys, and honest about the hardware. Was very impressed, and would definitely recommend this place to other Verizon customers based on my experience there. read more

It sounds like some of the sales associates may be hit-or-miss at this place, but I have never had issues with the people I worked with here. Mark and Robb have always been helpful and taken care of any issues or problems that have arisen. Their service is professional and courteous, and I never hesitate to swing by when I need something taken care of. read more

Marissa is awesome!! It's very clean the customer service was seriously one of the best I've had since I moved from the east coast. I will definitely drive 3.5 hours one way to go to this Verizon anytime I need anything for our cell phone service. The staff are seriously on there shit and know what they are doing. Marissa is great!! read more

I came in because my phone was having issues connecting to the network. The specialist that helped me pulled up my account and did a thorough review of my account and recommended that I switch to the new plan. I liked that he took the time to do that even though I hadn't asked. The manager, Kristopher, came over to check in which I thought was a nice touch. I would greatly recommend this store. read more

This store appears poorly staffed and managed. Most of the people on the floor today were inhibited, mumbly types you have to practically shake to get a response from. The guy I dealt with "G" was super new, got the sense he just started. He told me to come in to pick up the product I'd ordered (Smart Hub) and when I arrived he needed another half an hour to set up the SIM card, super annoying. Predictably, I got the product home and it doesn't work, I got a notification screen to call the sales dept, and after a 20 minute hold time someone came on the line to notify me that they were closed for the day. I'm actually quite concerned this thing wasn't configured correctly in the store and will be a nightmare to set up. If it doesn't go smoothly tomorrow I'm taking this piece of shit back. Most tech services staff in this area are unreal, extremely bright and efficient. This store must have gone out of its way to find this awkward bunch of people who seem like they've had no training, and who clearly have zero hustle. Shape up. Oh look they're having Sales Force automate their yelp responses now. Love how the program keyed in on "Smart hub" and nailed the syntax, awesome job guys. read more

Came here today to get a new phone (yay!) and switch service to be finally done with AT&T (double yay!). We put our name down on the "waiting list" and walked around to look at the phones. We actually didn't have to wait very long for a person to help us, maybe like 15 minutes, which is a great improvement from AT&T who told us there was an hour and a half wait one time we went in. The salesman, Victor, was super nice. He gave us the low down on the phones, answered tons of questions, and helped us get a good deal on our phones. Like a good salesman, he also got personable with us, got to know us on a personal level and used that to see what types of phones and service would suit us best. In the end, we spent about three hours there, from beginning to end, which yes, is a long time, but that also included choosing the phone out, activating our phones, transferring all of our numbers from the old phone to the new phone, and telling AT&T we were dumping them. They also helped us set up our phones to sync them with our gmail accounts and everything like that before we left. It's been a couple hours since I got my phone (Android Samsung Charge), and I love it. It was a good experience today, I definitely like Verizon better than AT&T. Not only is the service better, the in person customer service is better too. read more

I just recently upgraded my company's phones, and went in to the Verizon Store on University. I had been in already once to do some "reconnaissance", and was met with the same fellow, Brian Coyle (the Manager), who walked me through all of my options. He ended up saving my company money every month, while adding services such as jetpacks to our arsenal! The 4G speed on the jetpacks is better than most WIFI connections and speeds! During the activation, he enlisted Robert Orozco (Sales Consultant) to get all of my phones switched, and be ready to use the next day. He was great, too. These guys rock. Luckily, I was there at a time that it was not incredibly busy in the store, so they attended to me really thoroughly and in a friendly way. Smart guys, great guys. If you're a Verizon customer, go see them on University! Super smart. Oh, and we had some fun flying around a tablet-controlled drone! A great visit all around. read more

I can see clearly why this place has bad reviews. I bought my iPhone 6 here. I had been a customer with Sprint for 12 years but was curious if Verizon plans would be a better deal. I spoke with a sales rep here and he convinced me that if I switch over, I'll get a really good monthly plan and even get an employee discount on top of my plan. Given what the sales rep told me on how much I'd save switching to Verizon, I signed up. They asked for my employee email and badge (but I had that at home). So he tells me to text him my work badge to verify my company to get the discount. So I text him what he requested and I don't hear back for days. Then, I call him and he picks up and says he'll take care of it. He never did nor did I ever hear back from him. So I call Verizon corporate support about submitting my employee badge info and get my employee discount and low and behold - they tell me that I don't qualify because of the plan the sales rep signed me up for! What?? I just switched from a loyal Sprint customer on the notion that I would be getting a good monthly deal + employee discount. He just sold me on a phone & plan and lied so that he could get a sale. I was not happy. So I called this Verizon shop to speak to the manager. I believe his name was Brian- I explained the situation that his rep sold me a plan and misled me about me getting a monthly discount and I'm now paying much more per month (costing me over $500 a year more than Sprint) The manager says he cannot do anything or refund me the phone - and that Verizon has a better service than Sprint! That wasn't even the point - I care that the sales rep was being dishonest and disappeared once he got his sale and the manager didn't help at all. He basically backed up his own sales rep instead of doing the right thing. Horrible service. Thank goodness, I paid off my phone and got out of Verizon. I'm with T-Mobile now and the service is awesome. Avoid this place. read more

Ask for Marissa! She is the best. Very helpful with new phone and account set up. She is patient and funny and helped us get exactly what we needed! She is wonderful. read more

I had a really awful experience at this store. I went in to get off a family plan, and get my own plan, only to have them tell me that they could not do that at the store, and had me call in to the company on the phone, while I was physically in the store. It was ridiculous. Turns out that my $35 plan that I signed up for over the phone from their store has a $20 hidden fee, that I only found out when I got the bill. I called Sprint, and they signed me up on a similar plan for $25 per month. read more

My iPhone 7 was having issues with "No Service." Chris Bruce was outstanding in assisting me. It turned out to be a defective phone, and he was able to get me a replacement the following day. Thanks Chris! read more

Look out! Verizon's store on University doesn't have wi-fi If you're in the market for a new phone, I would strongly suggest that you not patronize the Verizon store on University in downtown Palo Alto! Their wi-fi (they said it was AT&T's) has been down for two weeks, and they won't tell you that. What my salesman did was to tell me to finish setting up my new phone at home. I am not (as I made clear to him) a technical person. So after two hours of trying last night I had a very expensive brick sitting at home and no available tech support -- the lines to Verizon were nonfunctioning until this afternoon --and I wasted the better part of a weekend trying to transfer the contents of my old iPhone onto a new one. When I heeded the advice of a tech support man on the phone -- after two hours -- and went back to the store, my salesman was not there. The guys standing around there did not apologize, but at my insistence they did attempt, via their puny improvised hotspot, to restore my apps to the new phone. It was a nightmare and took an hour, and still the backups weren't complete. I finally took the iphone home and plugged it into my wi-fi and finally, everything was transferred. In about two seconds. We haven't decided whether we will drop Verizon, but considering their performance in-store yesterday and today, it's a strong possibility. They could have come clean yesterday and sent me to another Verizon store whose wi-fi works (there are roughly a jillion in the area), but then, of course, they would have lost the sale and the commissions. Verizon, as of now, stinks. read more

We had the BEST experience with Diego yesterday. Diego was professional, super helpful, polite and patient. My sister has a flip phone and did not want or was ready for a smart phone. Diego gave us all of our options after we told him our goal was to not part with any money to upgrade to a new phone. He was AMAZING and my sister got the phone she wanted. He lowered our bill, recognized our 10+ year loyalty with Verizon and gave us a better plan! I believe that if you go into it with a good attitude and clear intentions are expressed you will get great customer service and exactly what you want. Find him - Diego is awesome, thank you! read more

I contacted Verizon as we were having serious problems with Sprint service. At the Verizon Palo Alto branch, Mark Francis, Solution Specialist was helping us. He made the process easy and clear. He was very professional and provided us with excellent customer service. Thank you very much, Mark! read more

I have had the BEST experiences at this Verizon store- Kris has made every experience enjoyable and seamless! I leave with all my issues solved. If I could give more than 5 stars I would. Ask for Kris, Mark or Danny when stopping by and you will not be disappointed. read more

Received prompt and well-educated attention very quickly. Made the transition from AT&T seamless!Mark, Kris, and Marissa rule!

Still recovering from the unpleasant situation created by salesperson ASHLEY HODGES at this store. Six weeks before my mother moved into an assisted living situation (early Alzheimers), she came here because she was having trouble with her phone. Instead of helping her, she was sold a new phone and new contract even though her other one was less than 4 months old. Sensing my mother's confusion, the saleswoman took advantage to hook my mother up with a new home wireless line as well despite the fact that she already had a landline and would shortly be moving to a residence that comes with a phoneline included. Pure case of taking advantage of the elderly. I just noticed this extra line that she has been paying $19.99/month for for the last 8 months, never activated, never used once. Verizon would not do the honorable thing given the situation but instead added insult to injury and charged $140 for an early termination fee. No ethics at all. Considering getting an elderly advocate involved to pursue Ashley and this store location. read more

I don't know if you can even give 0 stars in a review, but if I could, the Verizon Wireless Store in Palo Alto deserves nothing more than even 1 star. Stay away from this location if you need assistance with any cell phone issue! I would generally say that the Verizon Wireless has satisfactory customer service... OVER THE PHONE and AT OTHER LOCATIONS. I'm pretty disturbed that this Palo Alto location lacks so much in customer service. Their top priority should be to develop a better model in supporting their customers at this specific location. Though I have not been there recently (and for a reason) I do not ever plan on ever stepping inside this store for any of my cell phone concerns. The last time I was there, I simply wanted to buy a new phone charger which took about 1 hour to purchase. The store was not even that busy, and there were employees that could have at least acknowledged my presence at the time or at least give me an estimate time of how long it would take to ring me up for my fast purchase. Since I am in the customer service industry, I tend to like to test other locale and see how they treat their customers. I would generally not waste my time writing this review but I feel like other Verizon Wireless members should know that they would be better off at a different location getting cell phone assistance. I have found the Mt. View location to be much better in terms of receiving a higher level of treatment towards their customers. Step it up Verizon, Palo Alto! You may loose a loyal customer of 10+ years because of this store alone. read more