I just had great service from Jalina at this store. She is so nice and really went the extra mile to activate my iphone because I'm a dodo. I hope someone there reads this and appreciates her dedication to excellent customer service. read more

I went into the store because I had an issue with my bill. A previous worker from months before had helped me out with one of the phone buy back deals they had a couple months ago. We were supposed to get credited back the following month but we never did. In the end I was double charged and couldn't understand why. I went in pretty hot headed - which I regret. Hi Nguyen was more than happy to help and look into the situation. He back tracked everything and tried to figure out what the other person had done with my account. In the end he was able to find the error and got the manager to honor the original deal. I am super grateful for his help and the managers'. The whole time he was cheerful and very willing to help. Definitely made the experience that much better. I usually don't have good experiences at Verizon and end up going back a million times since there is always something wrong. read more

Everyone was super nice. Sergio helped us and was very knowledgable and helped us buy accessories even though we were there far past closing time. read more

It's never fun going to a wireless store, but having had enough of AT&T, the crew at this store easily won me over. Crystal immediately checked me in and continued to update me on my wait time - and when I returned several hours later to surrender my old phone, she greeted me by name. Stephan assisted me in buying a new iPhone, trading in my old one, getting me out of AT&T, and securing a government employee discount for me on my new data plan. AT&T was never this attentive, knowledgable, efficient, or helpful. I still don't like going to the wireless store, but had to give these guys kudos because I really appreciated the great and courteous service they gave. read more

I wasted 3 hours trying to get a phone for my son thru this store. Even the Verizon representative spent over an hour during numerous calls trying to get them on the phone. Meanwhile, my son went to the store and saw that there were - no - customers; just the employees and manager standing around talking while the phone was not being answered. What a nightmare this store is! Never got a phone; ordered it elsewhere! And my credit car still has the charge on it! read more

After purchasing a mobile hotspot, I had some trouble with my account. I spent more than 6 hours on the phone with Verizon reps who were unable to fix the problem, and they never delivered the service or resolution as they assured me they would. However, when I spent time in this store, Ricky was incredibly helpful and spent more time with me than I expected to get on-site. Although the problem I had was (apparently) unique, Ricky and others in this store tried MANY different ways to fix the problem. After more than 2 hours of troubleshooting, they reported back to me in an honest and direct way that they were unable to resolve the problem and told me my next steps. By far, this was superior service to Verizon's telephone customer support, and this was some of the best customer service I've received from any store, particularly compared to other phone carriers. read more

Worst customer service ever been a Verizon customer for 25 plus years well Verizon your snotty, condescending sales person who only told me everything he was not willing to do just lost you a loyal customer. I am only one person, but times that by many others with same experience and you will contune to lose customers! I have never written a review before I am so upset with my experenice I want others to know. 25 years of being a customer meant nothing! I AM DONE WITH YOU VERIZON! read more

So far so good... Ya a bit more to pushing you on a sale then fixing a issue. But they do carry some of the best brands!

Elated, energized, and hopeful. That is how I felt walking out of this Verizon store. I have never had a positive experience with Verizon until I entered this wonderful store. I was greeted with smiling associates and exemplary customer service. Jose and Tyler may be two of the kindest souls I have ever met. I entered the store frustrated and confused, and left with a new phone, a new attitude, and two new friends. The associates relentlessly worked to answer my questions and find solutions to my phone issues. The entire store atmosphere, from the music to the balloons, gave a new energy to my Verizon visit and I can't wait until I can go back. I would recommend this location over anywhere else if you are looking for personalized customer service and individualized attention. Trust me, you are in for a good time. read more

Veronica provided stellar customer service. She stayed late past closing and remained friendly and attentive. She went over numerous scenarios till I was satisfied with the outcome. She then went above and beyond and found a company discount that I was unaware my company offered. The BEST customer service EVER! read more

Recently Kathy De Gouveia helped 5 of us get on a Group plan and purchase an equal number of phones, covers, cases. Kathy was great. We had to see her several times before we finalized things. Kathy was always very courteous and patient. Most of all she knew her Verizon information. When there was a question she either had the answer or found the answer. Kathy's follow up with the accounts has been very good also. Thank you Kathy De Gouveia. Great job. We are very happy with the purchase. You made something a bit complicated easy for us. Ken Culler read more

Jordan provided an excellent service to my family. I came in at about 3:20 and left at 6:00. She explained everything very well and it was a pleasure because I understood my new plan. It took her card and will come back to work only with her. read more

My brother died in February. I returned his equipment and closed his account immediately. Verizon keeps billing him, even though I've provided a copy of his death certificate. Now they've sent the account to a collection agency! These people are horrible! read more

I didn't like the vibe I was getting from the other workers but Rory Kim (solution specialist ) How he is just amazing he was helping me understand more about my phone and is great to work with he doesn't rush me he's very intelligent and kind of your time spent at Verizon ! I honestly had it up with Verizon till I got helped by Rory , the only person I'm coming back to !! 5 Stars all You !! Keep up the good work read more

This isn't about the store but about the insurance they sell, Asurion. Don't do it. It's a complete waste of money. They send you refurbished phones and off-market accessories (plug and cord). I'm so disappointed. And I paid $149 for this used device. All told, with three years of the insurance, this cost me $545 and I could have purchased a brand new phone for $450. On what planet? read more

I have been dealing with Verizon for years now I am constantly going in there with a bad phone constantly coming out and finding out that actually charging me for something I did not say yes to never ever had a good phone from Verizon after I turned my flask flip phone in they always have problems talking on talking are using the sound anywhere you're talking to somebody and they will not be able to hear you over at over and over again I've been in there and had many different phones it's always the same problem and they will not stand behind it all they want to do is sell you at a new phone they says you know sir at the end of the day this is a business all I have say about that is at the end of the day I'm paying for something at high price and I'm not getting what I'm paying for so they can stick it saying that it's a business for them I'm paying and I'm not getting the product and they constantly do not do anything about it they constantly want to give you another phone upgrade you upgrade you upgrade you upgraded 5 times now it's always the same problem why would I go back to Verizon read more

Thank you Apple for fixing this for me. I recommend going to Apple and signing up for plans there the customer service is great, walked out with my iphone 7 plus. Verizon stores are def not the way to go. THey are great over the phone, and online, but it takes hours to explain the situation etc, it's not worth it How a class action lawsuit against them and they insurance they provide I don't know how they have avoided that. read more

I have to say that I was a bit scared to go back to this store because of its horrible reviews, and because I've had bad experiences with this particular store in the past...but to my surprise, I found the staff to very helpful. The associate that helped me was knowledgeable, courteous, not pushy at all, and for some reason I found his name to be cool...lol... I deducted one star because their wait time sucks... read more

They treat you well in the store to get you to BUY their products, but the lies they tell out weigh the in store service. Switched from iPhone to Android and was told data transfer from iTunes would be easy! They didn't bother to transfer my data in store, because they KNEW what they were saying was a lie! Took me EIGHT phone calls (finally directed to product cutover service because Verizon couldn't help) and 5+ hours to get SOME of my data back on my phone. Also bought three other phones (spent over $1500), and, used their FREE OVERNIGHT SHIPPING (suppose to ship 11/12/15 to arrive Friday 11/13/15) to send off 3 phones to family members. Just found out today that the phones were NOT shipped when they were supposed to be and will now not arrive until MONDAY! Unacceptable. Bad enough folks were w/o phone for one day, now they really expect them to wait all weekend! I think not! Waiting for call back from "manager" who actually needs to consult with the sales rep to see how "they can help me" Really??? What does "MANAGER" mean to you??? read more

Verizon website says they open at 10 am. They don't open until 11 am. I'm traveling but need a new SIM card. So now I get to sit here for an hour so I can have a working phone for the rest of my trip. Ridiculous. read more

I have been here 2 time and both time the wait is like DMV. We have over 20 phone but the customer service is very slow and if you there twice for the same thing you still have to wait. Buying insurance and warranties are like pulling teeth. Very disappointed. Thinking of taking my business else were AT&T. This place sucks and there is no rush to take care of customers. read more

STORE MANAGER REFUSED TO SELL ME NEW PHONES AT FULL RETAIL COST - THEN REFUSED TO EXPLAIN WHY, AFTER MAKING ME WAIT FOR 30MIN. !!!! BAD SERVICE --- DISHONEST STAFF --- WAIST OF TIME. This whole thing took over an hour and at the end i walked away with nothing. Anyway, this goes down in history as the worst customer service I have ever received. My account with Verizon is between $330 & $500+ a month I really expect better. Read below for the details or just go to different store - you'll be happier. The Santa Clara Verizon store at 2240 El Camino is up the street from my office and I have had two really bad experiences with the manager there, Angelica. I recently returned a phone I was not happy with and she refused to process the return until I started to get on the phone with Verizon, she then begrudgingly processed the return. Today I went into the store to buy a new phone for my wife, my superintendent and myself. When I walked in I told the greeter that I was there to buy three phones at full retail and was told the wait was 20-30 minutes. I waited for a half hour and then was told that the manager would not sell me any new phones. I asked to speak with her and she at first refused then she walked up smiled and said I would have to schedule and appointment to come back and see her if I wanted an explanation. This seemed odd, I told her this was really bad customer service, she shrugged said she was sorry I felt that way and walked away. I was on the phone with Verizon and they asked to speak with her, she continued to ignore me and walked away again. At this point customers in the store are noticing and asking what the problem is, I told them I didn't know. The customer service agent then called the store, at that point a larger man I had never seen came out from the back and quietly took the call, hung up and disappeared through a closed door. The Verizon rep came back online and told me that he just spoke with the manager and that they were giving me poor service because I had threatened the manager! Unbelievable, I offered to put one of the other waiting customers on the line to attest to what had happened, the customer service rep said that wasn't necessary he knew that was not what had happened and that he would be filing a complaint against the store. He offered me $15 credit for my trouble and suggested I go to store on Prospect Road where I was sure to have better service. Yeah, I just went home. read more

My first time at this location - and I am so glad I stopped by. I had the best customer experience (thanks Kenn!) - he was very knowledgeable, efficient and personable. I walked out with everything I needed + an extra something I wanted. read more

I lost my phone. I acknowledge that. I also acknowledge the initial "discouraging" greeter who was at the door when I arrived. The second guy who took over was much friendlier. Ironically me the only Black person in the store happens to get the only visibly Black employee when it is finally my turn. Coincidence?......anyway.......he was shall we say perfunctory. I was offering more potential options than he was! Whether or not it would have cost me more money it would have been nice if he would have at least brainstormed with me. I wouldn't have felt as if I had wasted half a day. I am a LONGTIME customer but I am DEFINITELY considering my options. What a pitiful example of customer service.......this location SUCKS! read more

Terrible customer service I have ever experienced, I don't go into a Verizon store very often, but the the entire staff changed since the last I've stepped foot into this store and it wasn't a good change I would have to say. I have no words to describe how horrible of an experience I had at this store, from the sales associate and the store manager. Yes, the STORE manager (one of the store manager), to save them I'm not even going post their names on this review, but they should be retrained. What kind of associate asks a customer "So, what do you want to do?" referring to my decision on getting a new phone or not. And when I said I wanted to speak with a manager her response was "Okay, well there's 3 on the floor," who says that?!?!?! You know you had a terrible experience if you have to contact customer service to help you over the phone, and file a complaint. As much as I like how close this store is to my house, but I no longer will be going into this retail store, I'd much rather drive the extra mile to another retailer than risk having another bad experience. read more

I Goggled this store because I needed to replace my phone right away before a business trip. I got a great phone but got upsold on data, was offered a promotion that expired four days later, the data transfer process was improperly communicated, and got no incentives (been a loyal customer for over 20 years). Bottom line was I got a very poor value and poor customer service. Overall this store looks good but is not focused on taking care of the customers. Closing the deal ends the process. I went back after not being able to transfer the data and the person was not interested in helping me, said I would have to be charged for a service even though the original sales person fumbled and gave the incorrect instructions, tapped her fingers like she had something more important to do but I was one of two customers in the store at the time. After consuming a lot of my time to get the phone set up properly all is well. However I was left with a strong desire to leave Verizon Wireless and will never go back to this store. Verizon used to have good service, I guess they care about that anymore. I will probably register my vote formally by switching carriers next time I change my phone. Maybe Google FI next time? read more

So I walk in to edge up my phone and I'm approached by the big tall sleeved tattooed biker looking greeter at the door. I'm not one to judge because I'm full of tattoos myself. He tells me there's an hour and a half wait. While waiting, I see only 2 employees working. So I decided to ask the tattoo guy about edge availability and some minor condition with my phone and about what his manager previously told me on my last visit. This guy, at this point, had to be the most rudest person I've ever dealt with in a while and clearly doesn't belong in customer service. I was asking simple questions and feeling that I wasn't sure if I was dealing with a Verizon representative or a bouncer at a biker bar. He had a no answer for every question and was full lies. I left pist and called *611. Told them my situation and then had impeccable customer service. After tattooed guy gave me a whole bunch of no's, #611 customer service told me a whole bunch of yes's and my new phone will be here in 2 days. Moral of the story, my advice is if you happen to get the big tattooed guy when you walk in turn around and walk right back out. read more

STAY AWAY! I was directed to this store as one that was "Corporate Approved." The manager's name is Behroz Parsa, and I heard he may be creating a commision based approach. Where he is focusing his people only on sales and trying to alleviate time spent assisting customers on isssues they may bring into the store. His cell number is M (408) 234-1744, you may want to call prior to going into the store to see if they will even help you should you decide to make the drive there. My suggestion is to take your business to another store. read more

I recently switched to Verizon Wireless from Sprint, after having been a Sprint customer for a decade, based on what I had heard about Verizon Wireless's better coverage and customer service. I went to this particular store to make the change, where I was told by staff that they take special pride in their customer service and are visited by customers from as far away as San Francisco because they're *that* good. Well, unfortunately, my experience in person and on the phone with this store doesn't support the alleged rave reviews. I share my experience for the benefit of other (actual and prospective) customers and with the hope of getting the attention of someone at Verizon Wireless who actually cares. Experience, Part One: In the Store There are three material pieces of misinformation that I received when purchasing my new phone and prepaid service at this store: 1. Misinformation item #1: That my residence would have excellent cell coverage using a prepaid plan. This is not entirely the fault of the in-store staff, as they rely on the coverage maps on Verizon's Web site. In my case, the online coverage map showed excellent coverage at my residence and all around where I live, with only a very limited dead zone a couple of miles down the road. In reality, there is NO cell reception at my home or, typically, within a ten- to fifteen-minute drive from my home. Even when my phone shows that it has one bar's worth of service, it will not allow me to send text messages, make calls, or receive incoming calls. The employee in the store who helped me added to the misinformation on Verizon's Web site by telling me how good the coverage is when he himself visits and drives though nearby areas. It would be nice if there were a mechanism for giving this feedback to Verizon so that it can fix its online coverage maps and stop overselling its coverage. 2. Misinformation item #2: That unlimited Verizon-to-Verizon calling is included in prepaid plans. It is NOT. I did not discover the truth until the next day, when I read up about my plan on my own. 3. Misinformation item #3: That my new prepaid phone service would be compatible with Verizon's network extender, a device that boosts cell coverage in areas where it is weak. I talked extensively with the in-store staff about this device because, despite what Verizon's online coverage maps showed, I had lingering concerns, and the network extender seemed like a good tool to ensure improved cell phone service at home. When I realized, after my purchase of the phone and prepaid service, that the cell phone coverage was in fact weak to nonexistent in and around my home, I called Verizon to inquire about purchasing the network extender and adding that to my plan. It took AN HOUR AND A HALF of phone conversations with a handful of Verizon representatives (these representatives were not from the Santa Clara store) for me to discover that what I had been led to believe in the Santa Clara store was not correct. The network extender does NOT work with the prepaid service I had been sold while simultaneously planning a likely later purchase of that device. Experience, Part Two: Calling the Store to Follow Up I called the store in mid-August to report the above problems. It was nearly impossible to get through to a live person, because Verizon's automated phone service routes existing prepaid customers through an interminable maze of recorded and computerized messages that largely are not helpful. (I've learned that, in order to talk to an actual human being, you basically have to "lie" to the automated phone service and not disclose that you're an existing prepaid customer until you at last are talking to the actual human being.) I started explaining the above problems to the woman who answered the phone, who identified herself as Sylvia. I was calm and conversational with her, not one of those yelling, angry people that you can understand why no employee would want to speak to. She expressed that she really wanted to give me her full attention but was with another customer at the time and would call me back. I wanted to believe her, but it's now almost four weeks later, and I never did get that call back. In sum . . . 1. Wireless-phone-users of the Bay Area, be warned! 2. Verizon Wireless: If you have any employees who care that this is the service I received and are committed to doing something about it, please contact me. I will report any contact and resolution from your end as a follow-up to this review. read more

First they sold me a phone that completely sucks. Calls getting dropped, people not being able to hear me clearly, etc. Whether the problem is with the phone, or with their network, it is still verizon's responsibility to take care of it. They seemed to think that its normal for customers to call tech support within a week of purchasing a new phone, and spend a lot of time helping to debug their network. Finally the manager at the store said that if I paid the restocking fee of $35, I can get an exchange, which I had been asking for since the beginning. Even though its not fair that I should pay more, I took the offer, since I make more than $35 in the amount of time I spent trying to get this fixed. Wish the associate had given me this option in the very beginning. In the end, its a waste of so much time, and all the thrill in getting a new iPhone is gone. read more

I purchased my Droid from Costco but they weren't able to transfer my contacts to the new phone. I went to this store and they did it quickly and with no questions asked. Then this morning I went to a workshop on how to use the Droid. The presenter, Chris B, was great! He was thorough but explained the material in a way that all of the participants could understand (all of us brand new to smartphones). Then he helped me one-on-one with my questions about using my phone and making it work for my small business. Great service! read more

2 weeks ago I went into the store to receive my phone upgrade which my contract indicated. A verizon rep. named Naomi was incredibly rude and would not do the upgrade unless I did it through the "Edge" program. Even if the store changed policy about how upgrades can be received (which another service representative told me wasn't accurate), I find it very distasteful when a worker gives customers the "look" as if they are stupid and a tone of voice to show annoyance. Will not use this Verizon at all. I've never really had good service here anyway, it's just a convenient location. read more

This location sucks. They make you wait 30 minutes while 3 reps walk around acting like they are switching between the greeting role. Why are there so many workers on the clock doing nothing. read more

I went to this location yesterday at approximately 7 pm with my girlfriend to purchase a new phone. I wish we would have went to the other Santa Clara location. She picked out an iPhone 8 fairly quickly to upgrade and selected a case and package for it. We ended up waiting quite a while, while the sales associate PJ looked for a privacy screen protector he could not seem to locate. The store manager kept insisting that they had some in store but was assisting another customer. He stepped away and immediately located the item while our associate was in the back still looking for the item. I assume he was new, which is not an issue. He was polite, but he did not appear to know what he was doing. While he spent all that time looking for the item time drew close to closing time. The old phone was updating to ensure all data had been stored on iCloud accurately before transferring to new phone. He started suggesting that the update shouldn't take so long and recommending how to ensure phone was updated later ourselves. He kept commenting on how long it seemed to be taking. My girlfriend has always left a Verizon store with her phone fully serviced no matter how long it took. That would be good customer service. We were going to insist on having the update completed before leaving, but she grew annoyed and uncomfortable with him trying to essentially push us out and asked a few questions about what the next steps were and agreed to just go home. When we got home the update was still not complete. The next day it was only partially complete and the new phone was not yet operational/primary as he had stated it would be. We had to go to another Verizon, wait 20 mins for a factory reset and another update and PJ had not even switched out the Sim cards. What a waste of time. I take issue with being made to feel like we needed to get out of the store before the job was done and with PJ not asking for assistance if he didn't know how to do something. Have your manager or counterparts check your work sir. Unacceptable. I do not recommending this location or being serviced by PJ here. read more

Worst customer service I think I've ever received in the history of poor Verizon customer service. Just wanted to get an upgrade and they made me wait an HOUR. I talked with three employees who each told me to wait "5 more minutes" then I just left, and went to another location. Never again. read more

Very pleased with this verizon store. I was helped by Tuan he is the most competent rep ever. His customer service is stellar. I highly recommend going to him if anybody needs help. Happy customer for 15 years with Verizon read more

First, let me apologize to the employees for waiting on me. It looked like such a chore. I'm so sorry that you had to explain the plans to me. Second, do the employees drink on the job or is that breath from the night before? Third, do you have to be as surly as hell and covered with tattoos to work here? Fourth, I assume that the Verizon is A-OK with this "customer service". They probably learned at the knee of the worst customer service in the world - Verizon. We have to have a land line for DSL at home where we live and the Verizon customer service is non-existent. I am going to check out a different carrier today. read more

I am updating my previous review. Since filing a complaint with Verizon the manager of this store, Jim Walker, has done a great deal to resolve my problems with the store. He also reassured me that he would meet with his employees to enforce the priority of customer satisfaction. I believe that this manager will try to make this store a place I can recommend. read more

A recent upgrade to my Samsung Galaxy, prompted a trip to Verizon, the hope being that they could help me with my phone. I wanted to set alerts on my lockscreen (this worked prior to upgrade) so that I could tell if I got phone calls or messages. The guy helping me was totally clueless on how to do this. I then just for kicks mentioned the recent Android Hack that affects all android phones including the Galaxy. Again a blank stare, and a shrugged shoulders from another "technical specialist" at the store. For a firm that is supposed to know more then the customers about their phones, the "help" that I got was disappointing. They did try and sell me on a different phone plan, which I guess is their response to every customer that walks in the door. read more

My customer support experience here was fantastic. As I walked in, before I even had a chance to sign in at the computer terminal, Vanessa asked me if I needed help. I needed to get my old phone unlocked for use outside of the country, and she helped me out. She warned me that the process isn't always authorized, but she worked with global services over the phone for quite some time to get it going. It was a lengthy process, but it went completely smoothly, and after everything I was happy that my current phone was still working properly, and my old phone was unlocked! Yeah! read more