Purchase my new razr maxx today. They did not have it in stock. They told me to comeback and they will pick it up in cupertino same day. Ryan the retail guy was really good. Not only he took care of my situation but actually cared. Look and ask for Ryan. He is tall asian Korean guy. read more

I am a Verizon customer and have been one for many years my experience with this location was ok I needed a phone for work and came in to find one and add it to my family plan. it took quite a long time before I revived the help that i need at the end i was able to get assistance and i ended up adding a new phone to my current plan it was a bit over the budget because i was looking for something a little bit more simple. over all an ok experience read more

I was totally disappointed with this store! I like the organization that Verizon stores seem to be using with checking customers in when they come through the door so they can explore the store while they wait. But that system will only work if they use it! I came here because my phone, which is less than 6 months old, is a piece of crap and I wanted to see if they could help me figure out the problem. We checked in and were told there were a few people in front of us. No worries! So, we started looking at the display phones and tablet pc's. A few minutes later a girl came to me asking if we were 'Mark'. I said no and told her my name and she said we weren't on their list, so she said she'd take my name and put us 'back in line'. Ok... Then I noticed there's a TV monitor showing the 'line' of customers and my name still wasn't on it. So, after maybe 15 minutes of waiting, and seeing customers who had come in after us be helped and leaving the store, I went back to the 'check in' people and said 'My name still isn't on the list.' They didn't even look up at me over their tablet. They just kept talking to each other and I heard them say 'They keep skipping her.' So after listening for a few seconds it seems as though the salesman 'skipped' me twice, throwing my name completely off the waiting list?! Sorry Verizon, but that's total BS. Good customer service goes a long way with me and this certainly wasn't an example of that. We were about to leave the store and go to a different location when the salesman finally came by to help me. He was nice enough but didn't even listen to my issue before walking behind his counter and asking me to follow. So I did. I told him what I was dealing with and he took my phone to check it out. He stood there for several minutes, doing something on my phone and making weird faces, without actually telling us what was going on. My husband had to say 'So... what's going on? Can you help us?' In the end, he offered to do a hard reset, resetting the phone to factory specs or he could order me a refurbished phone. Since my phone is new and ya never know what you're going to get when you order refurbed stuff, AND I could have done a hard reset from home, we left. The customer service we received from the salesman might have been ok if it hadn't been for the totally BS we went through even waiting to be helped. And the store wasn't that busy anyway! We won't be back. read more

Poor customer service. The woman who helped me was very rude and impatient. Had an issue with my bill and she was not accommodating. Went to the Verizon Store on STEVEN'S CREEK instead. Complete difference. Excellent customer service, helpful and corrected my problem. Go to the Steven's Creek store instead. read more

I went to this location last week in order to upgrade my phone. As soon as I walked in I was greeted by everyone and Eni one of the managers started to help me. I knew I wanted the Galaxy 4 and he made the transaction smooth and eveen showed me how to use some of the features since I am clueless with phones. I was very satisfied with their customer service as well as the welcoming atmosphere of the store. read more

The staff here are absolutely inefficient. Came into the store to simply purchase a gift card, instead, they put you in the same line for all kinds of service needs. Unlike AT&T, they actually divide customers into different groups based on their need so they can get service faster. This wasn't my first time experiencing ridiculous long wait at this store, like usual, they kept a dozen people waiting to be served, yet most of their staff are either hiding in their back office, or having 3 staff helping just one customer for an hour; and worst of all, they actually had staff doing nothing behind the counter on the floor while many customers had already been there for at least 45 minutes. You won't believe that this can actually get even worse: their staff started to helping people who came after all the other long waited customers by causally chatting with them, instead of actually working more efficiently! If you want to get your phone related issue resolved after a whole long day of work, thinking that you can just pop in and out and still have time to make it home for your evening plans, forget about stopping by at this location, it will ruin your once perfect day or making your day worse if it was already bad! read more

Very apprehensive about having to go to a Verizon store based on yelp reviews. But on 8/31/17 I had the great fortune to receive best customer service ever from Ricky Contreras. Professional, great attitude and knowledgeable. Customers having a great experience don't often write a review, mostly people having bad service complain. read more

Put my name on the wait list today, seventh. The manager was checking people in, while I was FIRST on the list, he let someone go ahead of me because they had a "quick fix". UMMMMM, DO NOT let people line jump, you have the system there for a reason!! Lauren was very helpful, the reason this place did not get only one star! As I was strolling out, line jumper was still at the help desk. FAIL! read more

My contract for my personal phone was up, so I started looking at different stores and carriers. Hands down, this Verizon store was the most well-managed that I've seen in the Sunnyvale/Santa Clara area. It was a busy Friday night, and the first thing they do when you walk in the store is politely ask for your name to put you in queue if you want to talk to a salesperson. This left me a couple minutes to play with the phones, which unlike a lot of stores, were actual working phones instead of toy display models. When Lauren came around, I had plenty of questions (Droid vs. Blackberry) for her, and I found her to be refreshingly knowledgeable about the OS, apps, and specs. There is a weird quirk in how they handle the $100 rebate compared to the Verizon online store. When you buy online or over the phone, it's instant. When you buy in the store, you have to mail in a rebate form and wait 4-6 weeks to receive a Visa debit card. I feel a little guilty, but I opted for less hassle with the instant rebate and a couple free accessories thrown in when I called Verizon to ask them to stop texting (unsubscribe doesn't seem to work) and calling (all those missed 800 number calls - that's Verizon pranking you) to remind me I was eligible for a new contract. read more

I gave this place 3 stars for a few reasons. I will say that the staff is generally helpful and seems to try and accommodate their customers as much as possible. However, I am still peeved because I do not think they did enough. I have been to other Verizon stores who go above and beyond their call of duty. I have a Blackberry...first mistake I know!...that is a piece of you know what. I believe that it is the duty of the provider that you purchase a phone from to replace a defective product, with or without insurance purchased. My story in a nutshell is that I purchased a Blackberry that I have had to get refurbished replacements for now 3 TIMES! To me that at least warrants buying another phone at the discounted price rather than paying the full 600 dollars they want me to spend since my upgrade hasn't yet kicked in. I pay a pretty penny to be on Verizon's network and for them to basically say, "Sorry, no can do" is just not enough. I am literally less than 4 months away from an upgrade and plan on renewing my contract again and yet they still will not replace my CRACKBERRY! It may or may not be Verizon policy...which I am sure it is...to replace phones past a certain time. It probably comes with a standard 1 year warranty...but to me that is not good enough for a device that I paid a lot of money for at the time. read more

Customer service = B Efficiency = C- Informative = F Courteous = C Communication = C- I hope other Verizon stores are more pleasant, productive and detail oriented! Having staff tell me to keep going back to the store is not always convenient to me as the consumer. Some improvement would be nice for future consumers ~ Good luck! read more

I had a great experience with Tuan and Andre from this store! I had to replace a broken phone and Tuan helped guide me through the process. He was very honest and helpful and even found a way to add insurance to my phone and upgrade to a 15G plan for a lower monthly price than what I originally walked in with! I recommend Tuan for great customer service! Andre was THE MAN helping me set up the accessories on my phone. Given my history of broken phones, I got an otter case and a tempered glass screen, but I didn't feel pressured to buy them. The same stuff is $5 cheaper on Amazon but I'll pay the extra for their great customer service. Andre has this expert way of adding the protective glass which a perfectionist like me appreciates. We were so impressed that my husband is planning to upgrade his phone next month and said he will ask for Tuan and Andre! I give Tuan and Andre 5 stars!!! The only reason for 4 stars is that the "solutions manager" there, Jim, was exceptionally rude! When Andre was helping us put the screen on, Jim picked up the tools he was using and moved it to another part of the counter to get him out of the way. First, Andre was helping customers (us) and we were the only customers at the counter! This guy Jim was just plain rude to his coworkers and to us. He was also yelling another customer's information across the store. Totally unprofessional! In the end, go to this store for great service from Andre and Tuan! Verizon- train your solutions manager Jim to behave better around customers and fellow employees. read more

total non sense place. people work here have no clue how to deal with customer. visited last weekend and person whom we met have no clue about plans etc. she quoted wrong price for plan when I told her she is off than price quoted on web she did not bother to look at their site instead arguing with me and I win the contest as I showed them online in written. Person next to her also from office also quoting wrong plan price. total lack of knowledge and willingness to work. read more

Frustrated with T mobile service and weak coverage everywhere I went to port my family plan to vzw. Dylan helped us through entire process and made transition very smooth. Dylan is very hands on and knows all nitty-gritty. Highly recommended. read more

JEFF, the worst manger I have ever met Don't go to the store as long as he works as a manger there. I went to the store to ask a couple of questions about my account. The manager Jeff was checking people in, so I told my questions to him. Once I showed my iPhone, he just told me to go to Apple Store. My questions were about the Verizon account, not iPhone itself. Apple Store can not answer to my questions. I have already asked them just for in case before going to the store. Of course, Apple Store told me to go to Verizon store regarding to the account questions. I tried to keep explaining my questions and told him that I went to Apple Store already though, he just ignored my words and walked away. Due to my work, I often meet a store manager or those people. Jeff is THE WORST MANAGER I have ever met. I don't understand why such a useless guy can work as a manger there. He does not have an ability to communicate with a customer, and he can not handle any issue. All he can do is just standing and smiling. Maybe that's his only work given to him as a manager in the store. I went to the different store and talked to the other manager. He was very helpful to answer my questions. As long as Jeff is working in the store as a manager, there is no way you can solve your issue, so don't go there unless you want to waste your time. read more

I was looking to upgrade my old phone to an Iphone 4s.. called this location before I went in to make sure they had the phone in stock. They assured me that they did. I spent half an hour waiting in line because it was very busy. Although the associates were super helpful, if you have a store full of customers, you probably don't want to spend hours talking the customers ears off. Some of us have places to be! After being there for an hour and finally choosing my phone after listening to the lady trying to talk me into an android phone instead, she finally tells me that they don't have any white iPhones in stock!!!! Way to try and get me to buy a phone I don't want, and waste my precious time.. Try any other Verizon store except this one!! read more

This place has horrible customer service. I went to this location to exchange phones (phones of which I ordered and received the incorrect phones). I was helped by a Manager that worked the closing shift on 4/13/2015 by the name of Austin of which was very rude and displayed a complete non appreciation for what I was going through. I am a new customer that came from Sprint and was so excited to start with a new company like Verizon, only to be disappointed after two days is horrible. The manager was not professional, and personally needs to take some more customer service classes, by the way his demeanor was. I will never go back to this location and if you go to this location do not deal with their Manager Austin. read more

Although there was a wait time, it was to be expected, since it was the weekend. I was changing carriers, as my old provider did not give me any signal in my new apartment, plus I heard about how superior Verizon's service was in comparison, so I decided to make the switch. Scott was the associate who helped me, and the transition process could not be easier. My number was ported over in a matter of minutes, plus Scott found me an employee discount for my monthly bill! He even went the extra mile to assure that the process was completed by giving me a call while at the store. Excellent customer service that left me highly pleased. read more

Ross should be everyone's go to Verizon guy. He is incredibly patient, honest and extremely helpful. We had a hard time deciding and he carefully and patiently gave us our options and reviewed them with us multiple times to make sure we understood them. He answered all our questions and even gave us some great tips to help us save money. Best customer service I've ever gotten at Verizon or really anywhere else. read more

Went to purchase a replacement phone for my dad. My dad had broken the recharging port. Or so I thought. Luckily I brought the phone with me. I explained the situation to Eric. He took a look at the phone and said there's a bunch of lint in the recharging port. He took the phone to the back and cleaned it out for me. Saved me the cost of a new phone. Honesty trumps all....5 stars earned!....thx! read more

This wad the first time at this location & really dealing with a Verizon representative one on one & my experience was the BEST!!!!

I came in the other day to get a portable wifi device because I heard a lot of good things about them.I'm going to need my laptop soon to do some upcoming work and using my iphone isn't enough. Plus, the internet on my at&t iPhone doesn't have a great signal where I stay but I'm not quite ready to sign another contract and switch carriers for cell service. Anyway, the salesperson, Daniel, and the manager, Eni, made the whole process of explaining and demonstrating the capabilities of the device easy, while maintaining a friendly environment for me. They also made aware the stipulations of the plan, ensuring that I would be careful not to go over the monthly allowance of data usage. Their thorough explanations and clarifying questions really made the sales process easy and understandable; knowing fully well that anyone can make the mistake of being technologically handicapped and oblivious to the monthly plan. Anyone and everyone can appreciate great service anywhere so I really commend the efforts of Daniel and Eni, keep up the good work folks! Who knows, maybe when my contract with AT&T matures, I may consider switching over to Verizon based solely on the fantastic customer service I received from them. Also managed to get my employment discount applied to the bill. Word! read more

I had a great experience at this VZW store. They are organized, efficient, and the person I worked with (who i believe was the store manager, last name Anchetta) was professional, clear, and helpful. I wouldn't hesitate to recommend this Verizon location to anyone. And for the record, yes, VZW is not the cheapest, but their service and coverage IS the best. read more

Hy Nguyen was very helpful today during the process of the my transition from At & T to Verizon. He was efficient, friendly and precise.

This is my review after just one time but I feel the need to post it. I don't live close to this location but was sent there to transfer back from Sprint since I'm very unhappy with their coverage. One second after walking in Ross asked what was I in for and I explained that even though I bought the iphone from sprint and I'm still paying for it I wanted to be back with Verizon service..in just minutes he was able to pull out my account and transfer everything..Yes..but that's just too easy..after doing it all right we figured out my phone was locked by sprint and then the game started..I'm just going to say that I spent hours ( literally about two and a half hours) on the phone with a company that doesn't know how to make things work or understand the customer and Ross never left my side..he tried to fix the issue on his own by talking to the company himself several times..end of story is that I need to go back again tomorrow to finish the ordeal and I got disconnected from Sprint in the meantime so Ross gave me a loaner phone ( that he owns himself) so I can have a working line until I fix the issue..Never had someone so compassionate at a store before! I'm extremely grateful for this. The store is spotless clean, everyone is nice and helpful and the absolute only thing I'm going to recommend is : BRING A SWEATSHIRT! Cause their AC is off the wall cold! :) the rest is epic! read more

Jose at the Santa Clara Verizon Store is Awesome! He is very knowledgeable about the phones and helpful. He took care of our purchase with ease, transferred my 1000+ contacts and graciously stayed after hours to allow the contact transfer to complete. I had some issues with my account and he offered to follow up. Knowledgeable with Great Service an A+. Thank you Jose. read more

This place needs more help or better service. I think both. With the full store they have one guy standing with an iPad doing nothing when he can be helping someone. He stands there with a blank look on his face while other people are waiting. If I didn't have a contract I would have went to sprint. Find another store if you have time. read more

This Verizon branch has professional and friendly staff. I came in to trade in my iPhone 5 for $ rebate due to upgrading to iPhone 6 Plus. The entire process was simple, fast, and painless. They also have all of the latest models of phones as well as accessories in the stores for quick and easy purchase. For all Santa Clara/San Jose folks, this location is convenient right on El Camino Real. read more

The slowest damn service ever! Just to print out a document of my charges took forever! 3x the agent said he would be back! That's why I changed to Sprint! read more

I'm giving this location 5/5?because of NINA! My older mom has been in a thousand times but no one took the time ( which my mom needs) to help her. Thank you Thank you Thank you Nina!!! read more

The reason , i give it a five is because of Sergio he was amazing. Even after closing time , he took his time to listen to my question and interact with us while he was getting my new I phone 7 plus activated. I go here all the time since its near my house , the wait is little long but its not really anybodys fault. However , Sergio was great and amazing. Thank you for the help. read more

Went to this location today and I was greeted by a very friendly employee named Jessica. She was helpful answering some questions I had while I was waiting to talk to a sales rep. Scott soon came over and he was professional and friendly as well. He set me up with my purchase and I was out the door within 15 min. He has just the right personality for this job. read more

They made it unbelievably easy to add a line to an existing account, get a new phone, and keep my old number from my AT&T account. Chris B. was extraordinarily knowledgable and gave us all the info we needed and was able to pinpoint what was best for us just by asking a few questions. I never received such intelligent and helpful service with AT&T in the ten years they were my service provider. And I'm going back for the helicopter. :-) read more

I purchased a refurbished phone for my son from a 3rd vendor on-line over a wk ago, not knowing that it has the old firmware(03 version) dated back in 5/09, which is very old for high-tech age. Was told by 'advanced' Verizon IT via phone to bring phone into Verizon office to get upgraded due to prob. with 'receiving' text messaging. On arrival, staff were very nice & professional. Gordon was the person who handled upgrading this phone. Long story short, he spent a long time trying to get all contacts backed up due to the old firmware not recognized by Verizon's upgrade box. He cleaned the hardware & managed to take care that part. Now comes the texting issue. Somehow, one way or another, Gordon mangaged to get around the problem of getting the 2 softwares to recognize each other & upgraded my son's phone without wiping out the entire phone (or crash in this case), which would render the phone useless. At one point, after waiting for a very long time, I've thought of giving up & planned to ship the phone back to its vendor, but I wasn't looking forward to plan B. I will say this though, all of Gordon's patience & perseverance paid off. I have thought of tipping him, but was afraid it might offend him since he's a professional. I know I would in my line of work. Gordon, if you ever read this post, thank you so much for all your hard work & time spent on my son's phone. You helped serve us with your heart & all your good intention. What could be better? The best part of it is, I didn't have to pay a dime for this great & wonderful service. Your mgr. should be proud of his choice for hiring you. Thank you & God bless!!! read more

I am extremely disappointed with the Santa Clara, CA, Verizon store. I am not super tech-savvy so I took my Droid Razr in to this store this past Tuesday, April 30th, because for whatever reason, my phone was refusing to even search for the Android 4.1 update. They made me wait about 20 minutes before I got anyone's attention, and when the rep finally found a moment to talk to me, I explained it to him. The manager came up to us while I was explaining the problem to the rep, and said "We don't have the cables to connect it, and if it doesn't update over wireless, then it won't update at all." The rep then said, "yeah, you're just going to have to reset it to factory defaults and hope that it works." Neither one of them offered to actually DO something other than throw this advice at me. I told them that a month ago, the rep at the Camden X Union store actually called Motorola customer service for me and found out that the update wasn't even out yet. That I knew there was other things they could do to help. And the manager just shrugged and said "well, if it won't work on WiFi, there's nothing we can do." The rep even asked me "Why do you want to update it, anyway??" I don't have to justify why I want the latest update. I'm a customer, and I was telling them I wanted to update it. That should have been good enough. Talk about unhelpful!! I took the phone away and told them they were extremely unhelpful and that I would go somewhere else. THEY DIDN'T CARE. They turned away and moved on to the next person before I could even finish my sentence. Tonight, I sat down and did some research on the Motorola site. I chatted online with a tech and she gave me some links with instructions on how to back up my phone and reset it. As a non-technical person, I was able to get my phone reset and now I have Android 4.1. In my eight years as a Verizon customer, I never experienced such poor customer service at any location. read more

Very disappointed with the tech support I got when going in this location a few days ago. The young man that assisted me was, "not sure, I don't know, never seen this before". I just tried to contact them and couldn't go through..... read more

There are good Verizon stores and bad Verizon stores. The bad ones are staffed by staff who have a policy manual the size of War and Peace memorized. The good ones keep customers happy. This one is a good one. They quickly replaced my Storm when it broke for unknown reasons. That one broke two months later. They FINALLY gave me an upgrade to a Storm 2 after I'd been getting annoying texts about an upgrade offer for months. And there was no line either time. I'll take it. read more

I have to agree with Y.G. review from 11/19/12. Jeff Wilson is an awful manager. It's unfortunate we had to deal with him. I think the other staff in the store are fine to deal with. I tell Jeff my problem and explain this is my second time coming to the store. The first time was back in Sept; one of the guys changed my memory card and that seem to fix the problem until two months later it's acting up again. Jeff takes my phone and clicks on a couple of things and sure enough it appears to be fixed. I tried explaining that is still not reassuring since they thought they fixed it the first time and the problem happened again. Apparently he didn't like that and becomes condescending, trying to convince me it's normal for phone to have this issue. I wasn't convinced. I am having a new phone shipped to me since my phone is under warranty but I should not have had to deal with this type of customer service. To avoid Jeff, I will not be going back to this store. read more

Shingo is the manager of the Santa Clara store. He bent over backwards to fix my problem. My HTC Rezound buttons were not working. They checked it out and said they would replace the phone, no charge under warranty. I got the phone, but it would not recognize the sim card. Back to the store. They checked it out, still didn't work. Shingo gave me the option of getting another Rezound, or getting a reburbished HTC Incredible 4G. I picked the Incredible. It arrived only two days later and works perfectly. To do this replacement twice is not the company policy. Shingo gave me amazing service to make it right. I am totally satisfied. P.S. The Yelp map is wrong. The store is near San Tomas Expressway, not near SCU. read more

Had a great interaction with the Solutions Manager, Jim. Stark contrast between the service I received from him and my other experiences at this location. He had a great personality and was extremely diligent in helping us resolve our issue. I will be specifically requesting him in the future. He's the reason I'll be coming back to this location in the future. Thanks, bro! read more