I was experiencing a stressful 48 hour gap where I had to return my orange iPhone 17 Pro before receiving the new dark blue replacement. With work at an on-site lab with co-workers coming in from overseas to assist, not having my phone was kind of a nightmare. When I finally got my new iPhone, I started restoring it from the most recent iCloud backup. What I didn't realize was you need your old iPhone to transfer the eSIM card and carrier settings to a new iPhone. That information does not get backed up on iCloud. So I had to find a Verizon store to get my line activated on the new phone. I didn't know there was a store on El Camino just south of Bowers/Kiely in Santa Clara. It's nestled inside a dense strip mall. Once I walked inside, there were two groups of customers being helped to the left and right, seated across from store reps. I waited in front of them until the rep on my left acknowledged me and said they would help me next. It took about five minutes, but no issues there. Seemed pretty standard. A 3rd rep came in to assist me and we began the process of loading up my account info with an email verification link. Even though my iPhone had no cellular service, the store guest WiFi allowed me to receive the verification email. The rep used my iPhone's IMEI number found under "General/About" to send the eSIM to my phone from his carrier side tablet. After about a minute or two, the eSIM came online and cellular service was restored! I thanked the rep and left. When I woke up this morning, I saw an unexpected email notification that had apparently been sent while I was in-store. Something about "Device Protection" being added, which was not something that the rep discussed with me while I was in-store and I had definitely not requested. I logged into the Verizon app to confirm that an $18 per month charge had been added to my line without being mentioned by the rep. That's the type of thing if left unchecked would cost you hundreds of dollars over god knows how long before being discovered. I wouldn't have even known if I hadn't seen that email. Whether that feature was added by default to a new eSIM activation or manually added by the rep, I don't know. After visiting stores like this, I advise logging into your account and make sure no unrequested services have been added to your account because those charges really add up over time. One extra star for helping me activate my phone, however I was really disappointed to see a deceptive $18 per month device protection added without my consent or any discussion while in-store. read more

Verizon - Sure enough, an $18 per month charge for "Total Mobile Protection" had been added to my plan without any discussion or consent. - Mobile Phones Near Me - Santa Clara, California

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Wanted to give a huge shout out to Devin who helped get my account in order while also helping me fix my tablet issue and phone upgrade. Very detailed and explained things very clearly. Great conversation as well as we waited for my Phone to finish updating. read more

Shenise is amazing!! Really went out of their way to help me out and get me the best deal. This location is corporate, so I couldn't get the same deals as a retail location unfortunately. However, I was truly impressed with Shenise's customer service. I felt very welcomed and comfortable chatting about my budget for my phone plan. I didn't have a reservation on a Monday at 1 PM, so there was a queue when I arrived. You check-in when you're inside and they will text you what number in line you are. I was 4th and waited about 35 minutes until my turn. The text messages were very accurate. However, FYI if you don't come within 5 minutes - you'll lose your place in line. read more

We were in Santa Clara for an event. After it was over we came to this store for assistance to transfer data from my daughter's old phone to a newly purchased phone. This momma isn't tech savvy. The staff and manager were so kind and helpful. They took the time to explain things. That is called fantastic customer service. read more

I was told that I could come by and drop off at any time, a phone purchased a new phone needed to clear the old phone change the information from one phone to the other, now we are here waiting. Manager stated that she was helping other technicians associates and could not help us. I would recommend mailing it in . read more

Verizon - Mobile Phones Near Me - Santa Clara, California

Paul and TJ were very helpful :) I was having trouble with my phone (stuck on SOS - needed a new sim card). They resolved the situation in a couple of minutes. I recommend this location! read more

I wanted to write a review regarding my Verizon Internet service. I live in Santa Clara, near Levis stadium, and we switched to Verizon back around March-April, after being a Comcast customer for so many years. Comcast became a nightmare for service in our area. We had the 1 gig package but never got that amount of speed. It would fluctuate between 400 and 200, it was spotty, and often dropped or slowed down. I saw that Verizon offered a package with a max rate of around 330 and I was skeptical of this product but it has worked out great, it has been reliable, and the speeds consistent, and exactly what we needed for our household. Plus the customer service has been great. I would highly recommend their service if you live in this area and are tired to Comcast spotty internet. read more

Five stars to the Verizon specialist Diana who assisted me with an account error and activating a new phone. Superb service and they knew what to do about my problem. Left the store with all issues resolved. So glad I stopped by this store for assistance. read more

I came in to check the price for a phone and iPad trade in and was told that I was in the queue and should be helped in about 10 minutes. I saw multiple associates walk around aimlessly while there were only 2 people actually working the floor. I waited for 40 minutes to be met with an associate named Adrian who was extremely unprofessional. I was told that I couldn't receive the advice that I wanted because the account holder wasn't physically present. While I understand that issue, he was talking to me while playing a video game on his phone that was lying down flat on the table. It was extremely disrespectful that after waiting 45 minutes, I couldn't even be met with bare minimum customer service. It's disappointing and frustrating to receive this kind of service after waiting for 45 minutes and seeing other workers walk around doing, what seems to be, absolutely nothing. Don't come here for service. read more

I went to this store a couple times during my recent Verizon adventure. The team was knowledgable and empathetic, but returning items, maybe being able to print a return label at the store, or not sending customers back into the queue several times to address questions, would make it a better experience. The team here is quick and can be helpful, but providing the local Verizon store with more ways to support customers would be appreciated. This store was a part of my Verizon-Victra adventure, so posting it here since it was a part of my overall experience. "The first time I went to the (Sunnyvale Victra) store a few years ago, everything was great and easy for phone sign up and plans. The second time at the end of 2022, during Black Friday device deal,I signed up for the deal without knowing that I was signing up for new service lines. I returned everything within a week. I back every day for 5 straight days, and each time there were issues to being served, needed to be at the store for an hour (was there 30 minutes before closing), or a bunch of other issues. Finally returned the devices. Apparently my returns were not processed correctly. I ended spending countless hours with the store, going back to the store in person, being on the phone, going to 3 Victra related stores, contacting corporate, going to Verizon store nearby, calling Verizon Corporate 5 times, now having issues with Verizon about payment options (have to to banking vs credit card payments), Verizon Corporate also have issues with handling payments. I was on two 3-way calls with Verizon Corporate and Victra. Ended up going to the regional manager for Verizon (who turned out to be someone I went to college with), having to go through Verizon billing, having so many bills services, fees, hidden fees, revese charges, autopay charges, late charges, American Express stop payments, speaking to customer services for 15+ hours, speaking to Victra corporate for 2+ hours, 4 failed call back attempts from Victra and Verizon customer service, wrong information, being directed to Victra store, then corporate, then Verizon store, then Verizon Corporate. (Yes, this is a run-on sentence, just to show how crazy of an experience for 2 1/2 months. I have been a Verizon customer for close to 19 years, if it wasn't for Veronica H. and Kiet C., I am sure this issue will still be unresolved. Verizon and Victra needs to figure out better training, a better process, and fix this entire experience." read more

Diana and Linda were amazing and so helpful! They guided us through the process of getting our phones transferred. It is sometimes hard to talk to someone over the phone and be guided, so they gave us great guidance and tips that would best suit our needs. We didn't have to wait at the location either. We'll be back to this location when it's time for an upgrade. read more

Verizon - Mobile Phones Near Me - Santa Clara, California

Beware of this verizon location. The staff added services that I specifically said i do not want on day 1, charging my bills for things that i specifically said i do not want. A total of $29.99 for garbage service i specifically said that i do not need. So the customer service dude who opened my verizon account for me asked if i want the disney bundle, and i specifically told him that I do not want it, DO NOT ADD it, and guess what i came home to find disney bundle on my verizon apps account. The customer service dude told me that there is also a monthly troubleshooting service of $19.99, and i told him that i do not need it, PLEASE remove it, he told me that it was something that i can remove myself once i setup my verizon app. I didn't think much of it, and that it doesn'tcost you anything, but why would you refuse an instruction that i the customer gave you? I went home to see a $19.99 to my monthly bill for a service that i specifically said that i dont want, and to remove it. When i called in customer service about it, they would mot refund the full amount, and charged me a 2 dollar for 1 days of use. I did not know that verizon trained their customer service staffs to scams people like that. I looked up this service fees, and it look like verizon was sued for this issue sometime recently. I will look up the legal route, report verizon, and sue them for this deceptive acts. read more

The manager insulted my intelligence. My experience at this store wasted nearly two hours total of my time across two days. I had my credit card out, ready to add a line to my family plan, but his response to my questions about undisclosed charges made me leave. I will probably still add another line, but definitely not at this location. EDIT: in filing a complaint in the Verizon website, I learned that there is a promotion going for bringing your own device... which I explicitly tried to do, but the salesperson claimed it was the same price to get a "free" phone when adding a line. That's just lying. If you are going to this store, do your homework ahead of time and don't buy anything they're selling. Frauds. read more

Bottom line: unhelpful staff, locked doors, appointment only. I needed a sim card for my corporate phone. My company's plan administrator told me I could go to any Verizon store to get one. I did not have an appointment (my bad although I didn't see anywhere where one was required). Got there at 5 pm'ish, the door was locked and two employees were in the store. Finally got someone to come to the door, who told me an appointment was needed. I told her I only needed a sim card, she locked the door (in case I tried storming it, I guess), talked to her manager and came back and said I couldn't get one because I wasn't authorized on the account and that the plan administrator could order one for me. I reiterated what I was told by our plan admin but she was pretty insistent I was wrong and she was right. Who am I to argue in the face of such right-ness? I left and asked the company admin to order and have it shipped to me. The company admin told me a) she's never had a problem before; other employees have gone into a Verizon store and picked up a card without issue and b) the Verizon account manager *she* works with was confused by this store's refusal to provide me with a sim card. read more

I had an issue over the phone with the Verizon Loyalty Department regarding upgrading my cell phone. During my in-store visit, Shenise - Verizon Associate patiently listened to my concerns and helped me call the Loyalty Department. Shenise truly cared and tried her best to resolve the issue. Her excellent customer service is greatly appreciated! Tip - Schedule an in-person appointment in advance to avoid waiting when you arrive. read more

I don't want to do this because of my previous experience with this store, but I have no other option. I've been a customer at this store for years now, and have always received good customer service. To the point where I know how to get here without turning on Google Maps. I've previously interacted with Carlos their store manager, and he's a delightful guy. All this changed with one incident. I went to the store at 6.50PM on 11/29, and they mentioned that it was too late to add a new line since their systems shut down at 7PM. I asked my wife to go back the next day and ask for a new line. Next morning, my wife, who is 8.5 months pregnant by the way, had the unfortunate experience of dealing with their new store manager, Daniela M. While it could be true that the policy changed recently that unless the account manager is present in person they don't add a new line, the way she delivered that to us was extremely rude and unpleasant. I was surprised when my wife called me. I took the call and here's how my conversation went, Me: "Hey, are you sure we can't do this, I'm ready to approve any notifications I receive on the app. This is how we've added a line in the past?" Daniela: "I don't know where you went before, I don't care about your previous experience, our store location has a strict policy." Me: "Gotcha, can I initiate this process on my Verizon app?" Daniela: "I don't have the time to sit and walk you through steps on doing it over the phone. If you really need it, come down to the store. Here is the policy ID if you want." It's crazy how things can change so quickly, but her responses were so, so unbelievably rude. I actually feel bad for doing this, I liked this store a lot. Like they say, one bad egg can ruin the whole basket. Edit: updating to 3 read more

Lady that tried to help me was rude and condescending. I was just asking questions and she was a nasty bitch

Big thanks to manager Carlos who went out of his way in order to help my son with lost prepaid service today. We were very grateful. This store is kind of hidden in this plaza. Has lots of parking in front. Was pretty busy after 4 pm. read more

Should've read reviews here on the unprofessional and rude staff. Have been looking for help on the 5G home network and all I got was call the customer service, when I took the time to drive all the way to the store to sort this out, on advice of the customer service. So glad I took the decision to end their home network service, if only I'm able to return their device. read more

I've had good experience with Verizon. They are always professional and helpful with cell phone needs without being pushy. A lot is done by phone and online now. I recently upgraded my phone and did everything by phone and online. Good coverage is the main reason I stick with them. read more

Somehow the talk back feature on my Pixel 4a was activated and I started to panic. Luckily I was able to come to this location where I purchased my Pixel 4a several months ago. The team here is awesome. They were able to help me deactivate the talk back feature and show me how to do so the next time the issue happens. 5 stars for awesome, quick service. read more

Walked in at opening time seeking a charger that only Verizon sells for a watch. I approached two men and requested to know if they had the charger in stock. They mumbled a bit and let me know they didn't. I asked where I could find it and they said probably online. Neither of them offered to purchase it online for me or any other support so I walked out. I ended up purchasing the charger online on my own. Service was not helpful or attentive so I'll be taking my business to any of the other stores close by. read more

Came in at about 5:20P this afternoon due to a problem with the screen on my Note 20 Ultra. The screen has burn marked on it. I had this issue before with other Samsung phones and the process was always easy and painless...went in the store and they will have a replacement send to my house under my extended warranty with Verizon. This time no luck! Maybe it was closed to 6P ... their closing time? They told me that I need to call Customer Service ... Or maybe they were too busy fooling around among themselves! They seemed to be careless! I told them I could even got connected to the internet...right there in their store! The manager told me ... yeahh our internet is suck! OMG what kind of P.R. was that???? I also told him that I have been with Verizon since it was still GTE but later I experience it myself and also saw other complaints about Verizon data and internet ... they are not good anymore compared to ATT ... I said maybe I should switch ... what is the reply I got? Yeahhh! OMG! read more

I went on my lunch hour to speak with someone about the discrepancy of my bill. I was greeted by a manager and put on a list to wait for help. I waited approximately 25 minutes with no help. While waiting, I saw that there were 6-7 employees walking around and talking to each other and laughing. I am disappointed with the factory stores. It seems like every time I go to a store, the employees are not willing to help unless you have an appointment. I have been a customer since 1996 and I am ready to look into another carrier because of the lack of service we are getting from verizon employees. read more

For weeks my mother has been having issues porting her phone number over to Verizon. And for the last 2 days, all service was shut off on her phone. So my mother went into the store to ask for help. They were talking down to her, even when she had them call me and ask for help. And the employees at the store kicked her out of the store for not being able to speak English well. Incredibly rude and racist. read more

Best customer service! Shenise was our Verizon associate who helped us navigate through the process and Taylor-Cathrine the manager who answered our questions in details. We switched from one carrier to Verizon with different small bumps in the road that we presented in the process but their patience, professionalism, knowledge-base and teamwork was able to solve and make the switch. Shenise's positive attitude and Taylor-Catherine's willingness and welcoming demeanor will definitely have me recommend them and this branch for any Verizon customer questions or if you're interested in switching carriers. I thank you both for helping us with this process and I will definitely reach out to corporate to let them know the "Above Excellence and Expectation Experience " you have provided us!!! Thank you again! read more

I called the store and was helped by Walid. I wanted to purchase 2 iPads and get them set up with 5G. He did an amazing job quoting me, answering all my questions, and trying to address my needs without making me feel pressured. Outstanding service! After doing some shopping, I found a better deal with a different carrier but I hope that doesn't make you guys think the other carrier is better. It's moreso for my particular needs, it wasn't going to work out. I encourage you to bring your business to Walid and have him take care of you. Thanks again, man! Hope your team acknowledges your ethic read more

Customer service is horrible and they are very rude. I was literally in the middle of a conversation with a guy telling him about my phone and he just walked away and started helping somebody else. I will never come back here again.!! read more

Alyssa was the rudest employee I have ever encountered in my life, really sad that she's a manager. I came to upgrade my phone and she treated me so poorly and rudely. I simply asked a question and she was snappy and mean. Don't work with customers if you are going to be like this. Unacceptable behavior read more

Came here during covid to get a 5G SIM card for my new iPhone, and the guy that helped me was super helpful. He was a good salesmen too, I ended up getting a cool case. Quick and painless transactions. read more

Really disappointing customer service coming from Verizon team. If I wanted to call and safe myself gas I would but it's more complicated than that. It's quite disappointing having to drive to nearest Verizon and just get shut out because "you can just call". I'm driving over here because obviously I've tried calling and figuring things on my own with the help of not so helpful robot with no luck. I wonder if this is just Verizon as a whole because I've been two and the same " just call this number ". Don't let it be that I'm purchasing something because right away you have someone trying to help you and guide you. read more

Simply phenomenal customer service and somehow, Alyssa was a total rockstar and made us feel as though we were very important by taking precious time to walk us through some difficult processes. I have rarely had such a good experience at this type of store and I'm so grateful to have received five star customer service here. Seriously, they go the extra mile! read more

I guess I should have read the previous reviews about this store employees being rude and unprofessional before I made an appointment here last week to upgrade my phone at 6pm. On the day of the appointment, i got a call from this store asking me to prepone my appointment to make sure they have enough time to help me with data transfer to new phone. I specifically told them what brand/color/storage phone I'm looking for and they said it's available in their store. So i moved around my schedule for the day to prepone the Verizon appointment, only to find out at the store they don't have that phone and i would need to come back if I needed help with data transfer. No apologies. Then the employee helping me buy the new phone asked me to give her my current phone unlocked without telling me what she needed it for, when i asked her that, she responded very rudely as if i had offended her with my question. After I received my phone via mail, i made an appointment for data transfer as discussed the other day but they called me on the date of appointment trying to persuade me to cancel the appointment and try doing it at home myself! Wow! THANKS VERIZON for being the MOST EXPENSIVE wireless carrier while also being ABSOLUTELY DEPLORABLE at customer service! read more

My son was recently at this store to pick up an I-Phone 14. We've been with Verizon over 30 thirty years and have over 20 lines with them. The customer service was horrible, the manager was rude, unprofessional, and refused to take my call when a small issue arose over adding an authorized user. I had to resolve the issue myself. Will never do business at this store in the future and will make a complaint with Verizon corporate. read more

The workers here are such tools. If you are forced to go here choose a different cell phone provider. Long waits, incompetent employees, wrong answers. read more

If I can give this store a negative zero I will. The Manager of this store her name is ALYSSA, is rude. It's mind boggling on how this woman became a store manager. FRANCISCO, Sales Associate is a low version of the store manager. Rude, Pessimistic and just annoying as crap. We've been Verizon for so many years and I never encounter these kind of workers, not at least with Verizon. I am so pissed that I'm actually going to Corporate to file a formal complaint re: Alyssa & Francisco. We are dumping so much money on Verizon and the way they treat my mom is totally disrespectful. We have business account with Verizon and what happened tonight is totally unacceptable. read more

Attention management: Francisco (young Hispanic guy with the buzz cut) was extremely rude answering my questions when I was asking him about my account. He was being condescendingly rude and when he absolutely didn't need to be. Please retrain him regarding his customer service skills. read more

I needed to purchase a Hot Spot for my mom to get WiFi while on the train so she could watch her "stories" and when the first Verizon store wasn't able to assist, THIS store came to the rescue! They were super helpful, listened to all of my questions and then provided all of the answers! They even took the time on a Saturday no less to call another store to find just the device I needed, super accommodating and I never felt as if I was being a burden. Cell phone stores are no joke and we all know they can be challenging but if you're looking for a Customer Service focused group of employees trying to make your day for you, please go to this store and ask specifically for Ricky! Not all Heroes wear capes! read more

I visited this store yesterday to return my internet gateway, on the advice of Verizon customer service. They require prior appointment, else turn you away. I explained to them that I just wished yo return the device. But no, they said - it has to be shipped back. But what about my instructions from cust service ? They didn't want to hear. Beware, anyone with a gateway to return- the device not only doesn't work, customer service routes you to about 4 different agents each of whom needs to hear your story afresh. Only writing to their executive team helped me get a label and box. read more

I was purchasing new device and the store manager Alyssa promise me that I'll get the full refund for the old device , didn't got no refund, so be aware don't believe them they just want to make sale and take their commotion read more