Gabriela provided excellent customer service during a recent visit to the Verizon Downtown Santa Cruz store. Professional and courteous. Smooth, easy upgrade and transfer of data from old phone to new. Would recommend looking for Gabriela if you visit this site. read more

They lied and said they would price match my TMobile bill for a 4 person family plan. But- there were limited time promotions that lasted about 2 months- just long enough so that I can't give the phones back and am locked into service! It's now twice what they quoted me! They are shady and dishonest and will lie to get you into contract. Verizon customer service will not honor what the store said or promised. read more

SCAM ALERT! Do not go here! Go through Verizon (like *actual* Verizon) because these folks are not trustworthy. Deceptively added more than $300 (!!!!) in accessories calling them "out the door costs" from Verizon and telling me to contact Verizon to complain and maybe get charges reversed. They presented the accessories as being provided by Verizon because Apple doesn't offer these things. All of this was done nonchalantly and very purposefully deceptive. I was never given a line item cost or told that it was something I could opt out of. I assumed the exorbitant charge included my monthly payment and he said "no this is an additional one time fee". I asked for the receipt and he obfuscated and managed to forget to give it to me. Only when I requested it by phone did I see the line item costs with my signature superimposed onto the receipt from a screen of disclosures he rushed me through (never included the line item cost of the accessories). When I called Verizon proper to figure out what else may have been done incorrectly, she was appalled. Victra failed to provide me the best offer on my loyalty plan, telling me I had to upgrade my plan. I didn't. When I called Victra to complain, the poor ladies at the offshore call center have no power to help. They have a form response, indicating that all of the accessories have a lifetime warranty... So this tells me that the company is aware of their deceptive practices and even plan for the complaints. Then, if you try to escalate it, they say they're going to route you to billing, but it route you to Verizon proper, who has no power to help with Victra problems. And, requests to speak to the store, manager are not fulfilled - supposedly I'm going to get a call back. I doubt it. Unbelievable, they should have a zero star. They should not be allowed to represent Verizon erroneously. I am not someone who normally get scammed. I am in total disbelief!!! read more

I bought a pair of JBL earbuds and when I tried them out 30 min later the volume was barely audible at best. I brought them back immediately and the card reader didn't accept my Apple wallet or my physical card. The guy who was new had to contact the manager and now I've been sitting here for 30 min while he's on his second manager. Apparently their iPad , card reader and desktop don't work!! Don't come here. read more

Knowledge and friendly. Had a hiccup with our upgrades and Hora the manager took time to make it right.

Every 3 years I upgrade my i phone. I place the order online and pay, then I request pickup in the store on Cooper Street. I was never told the order was ready for pickup, I had to contact them and set up an appointment. I get to the store 10 minutes early and had to wait while a worker struggled to help a customer. He had to call support 3-4 times and after an hour I am still waiting! read more

This is a scam store, DO NOT BUY OR SWITCH INTO VERIZON The Business Manager, Eddie Rodriguez, managed to convinced me to switch from Tmobile into Verizon with a good matching quote. I asked him to have it written by email to have an official quote, after switching, he stopped responding to email, calls, and sms, my bill came afterward 130-160 $ above the price he put in the quote. Past four months, I spent hours on call with Verizon trying to ask to match the official quote from their store, they would not acknowledge what the store manager Eddie Rodriguez quoted. Please do not use this store, do not do business with them, This is a scam store, scam business manager Eddie Rodrigues. If you are with other providers stay with them, I was with Tmobile, 10/10 quality of network, business, customer services. VERIZON is bad signal, service, and their customer service 0/10. Their store managers are scammers. If Verizon want to compete with other networks, first thing to do is to fire Eddie Rodriquez as he is scamming clients and destroying Verizon. (if you are interested happy to share more details, and my bills more than150$ above the quote, see below) read more

Verizon - Mobile Phones Near Me - Santa Cruz, California

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Great to take your money, but when their agents are novices, it takes forever to fix their mistake. The last agent gave me fraudulent information, messed up the plan, and I don't have confidence or trust going forward. Have they just become so big that they don't care, a n d their mistakes are your burden to bear? Instead of a replacement phone,. Which was insured, they sent me a new phone and a new line.. the phone was very expensive and they corrupted prior existing plan, lied and misrepresented everything, even when the phone would arrive. I've also ha d issues with some of the stores, in the last year. They've gone downhill, big time. read more

If I could give this place a rating of 0, I would. It was a disaster, an absolute mess. I wanted to transfer to Verizon from T-Mobile and made the mistake of coming to this store when a friend recommended a different store in the area. However, this was the most convenient as we were downtown then. The only thing good I have to say was that the employees were nice. But that's all they were. I wanted to port my number from T-Mobile into Verizon, and it took 2.5 weeks for the entire process to be completed! I started the process on a Monday afternoon around 1 p.m., and I left 3 hours later, with the line still not ported, the T-Mobile line still active, and a promise that it would be resolved the next day. I came back, from SF mind you, the next day (Tuesday) after work, to ensure that it was resolved since calling their phone number rerouted me to the Verizon customer service line and not the store itself, and lo and behold - nothing. I only learned that they might've been mistyping information because one of the reps that "helped" me after another rep left for the day tried confirming the phone # to be ported and it was the incorrect phone number! By 8 pm, after another 3 hours at the store, still not resolved. The manager finally gave me the devices I paid for the day before, set up a temporary line, and let me keep the T-mobile device with another promise that the number was ready to be ported and it would be resolved the next day. No, it was not. I know for sure the person/persons helping me mistyped, entered incorrect information, nor entered information that might've helped the customer service reps I talked to over the phone (I know this because the 3 or 4 people I spoke to said they did not have the information they needed). It took a week and a half for the # to be ported. It was the person who helped me finalize the porting of the number into the Verizon device who told me that there was no information on the account of what the employees at the store did and what needed to be done. I had to explain it myself. To add insult to injury, when my account was finally set up (after the # was ported), I checked the bill and the device insurance that I specifically stated that I did not want to be added (3 or 4 times when I was in the store with them), was in my bill statement. And the quoted monthly that they said I would be paying for the great rate they were giving me, was not reflected on the bill. I had to go into the store, in person again, for the 3rd time in 2 weeks to clarify what the hell was going on because, once again, calling their phone # redirected me to Verizon's customer service #. Blah blah blah, they apologized pretending to not know why the device insurance was added. Now I have to monitor this account like a hawk to make sure the quoted monthly costs is reflected on my bill. Not to mention, the 2nd time I went to the physical store, I asked for the itemized receipt of what I paid for and they said they would email me. I got the email the next morning, with nothing in the body of the email and no attachment. I responded to the email 3x following up, NO ONE responded. I finally got a printout of the receipt the 3rd time I went in person. Incompetent, inefficient. A waste of time. I would avoid this location at all costs. read more

Absolutely one of the worst stores to do business with. I went there to get internet and was given the router by Jorge then told he couldn't Issue it cuz they were sending it back and inventory issues If your looking for to resolve issues don't expect a lot from this location. When asked who the manager is as I was instructed to do. He avoided the question 22 years with Verizon. And have never had a Store such as this one be so in experienced Don't sell a product if you can't supply it. Now going 2 weeks without internet And still no resolution from corporate Buyer beware. This location just wants the money read more

Me pasó exactamente lo mismo que a otra señora, hice una portabilidad de metro a Verizon y el día de ayer a la 1 pm me dijeron que en 1 hora ya estaría funcionando, hoy 9 am sigue sin servir y conectando asistencia en línea solo me dijeron que no había información suficiente y estoy literalmente sin nada de internet en mi propio teléfono personal, también pagué $70 de mi plan más $50 no se de que cosa, fueron amables pero me atendieron 3 personas diferentes y se intercalaban en el proceso, les falta demasiada organización y capacitación read more

we were overcharged, terrible customer service, there was no line but they made us wait for 30 minutes, i would highly recommend not going to this store. read more

If you need help with your Verizon phone, they can do it. But you'll wait an hour or more before they get to you. Good people, badly managed company. The president and the whole c suite needs to be replaced read more

CROOKS! SCAMERS!. This place will take your money. They will LIE about trade in values. Was told I will get $1800 in credits. Months go by , guess what no credits. After 3rd month I was issued $882... So wheres the remaining amount. Girls in the store put it all on the regional Manager and General Manager , only they can fix amount. I was ripped off of almost $1000 , so shop here if you don't care about money or service read more

Just an update regarding my review. I spoke to their manager, who assured me they will increase customer awareness at the Cooper St. Verizon store. thank you, read more

I just spoke with Verizon, after the disaster I had to deal with yesterday at this Victra store. They verified that on the initial invoice that I had ordered the iPhone 15 pros and not the iPhone 15s. The manager of this store outright lied to my face, on video. I sent that video to the wecare email. Do you really care? FIX THE SITUATION read more

I recently went to Verizon to transfer my old phone to a new iPhone 14Plus. I waited there like 10 min and was greeted by the manager Jorge who quickly flashed a smile and was very pleasant. I told him what I needed to do and he said, no problem, take a seat. From then on, he worked hard at going through all the steps needed to get my new phone up and running's. He was very knowledgeable, experienced and patient with my questions. I felt like I got first class service, I was in great hands and made the experience pleasant and Jorge was very efficient at completing everything that needed to be done so I could use my new phone. He went above and beyond making sure I left happy. All the while he was helping me, he had other service reps asking questions about their customers and he had the answers, continued to be in good spirits and I thought he was an excellent manager. He has a great team of people and is very respected by them. read more

This is about the staff, not about Verizon as an overall company. After having the same phone for seven years, it was starting to die. I do not like change and have very small hands that make most new phones painful to use. I was helped by Davina who was incredibly patient with me and accommodating of my requests to be able to physically carry the phones. She pulled a recently exchanged (turned off, not charged) phone from the back so I could get a sense of the weight. Davina also talked me through all my options financially. I was not a client who was quick on making final decisions (see not liking change). Overall, the staff is amazing, professional, and highly knowledgable. If you decide to become a Verizon customer, you will be in good hands at this store. read more

Did you know this isn't a real Verizon store? I didn't! It's an authorized retailer. Took two hours for the nice but overwhelmed employee to get me my phone, he had to call actual Verizon support people, who kept us on hold forever to get it done. Adding my Verizon credits added a whole new layer of headaches. Then when I left, I see a ton of extra charges I had no warning about. What is a "ready 2 go set up" fee? Something only these independent retailers charge. This with the activation charge and you're looking at $60 just to get your phone connected. The whole thing feels like a scam. If you can just go through Verizon online I think that's the route to take, if you must go in - there's an actual Verizon store on 41st. read more

Well the Verdict is in, Based on the overwhelming 1star reviews with the complaints all aiming towards the staff ( in ny case Laila, and including management are deceptive , and will miss lead customers, about contracts or bills then after catching them and asking to rectify their "mistake" or right their wrongs having caught them scamming in their typical fashion of telling you one thing then adding all kinds of options and upselling adversaries to the point even if yo request no accessories will insist it's free and won't pay a thing , then add extra uneeded items without permission and blaming the customer asking why the paid for them if they weren't wanted. All the while knowing they won't print a detailed list of what you wil be purchasing knowing if your phones transferring data that if they just install the accessories by time the customer has a chance to read the emailed only reciept they'll be on the hook for them . Even after blatantly knowing full well what and how much imwikl be charged. This stores apparently been accused of this many many times before based just on all the negative reviews of similar experiences that were so bad the customers felt the need to take further action . Yet time and time again there's a responce letter crafted promising to investigate and to take action , yet till this very day. Their scamming deceptive practices stealing and overcharging average hard working people scamming them for like me 9'oger $300 , for a multi national utilities company prolly to win some internal contest to sell the most $65 phone cases which are sold at like a 500% margin even if customer have the very same case that will be transferred from their old phone , they don't care if you asked them, and what's worse yet the manager encourages this crooked oractice by backing up the attendant who added several items without consent. Go to any other store , unless you want to be ripped off. By a bunch of management supported Scamartist who disregard your requests. After seeing how many similar reviews there are I intend to take further action callljhg them for this type of business behavior. We don't need more dishonest companies esp ones when the dishonesty is at the store level employees doing this to their own community, that's not a healthy career path for anyone. Verizon shame on you for not taking action and letting this crooked misleading way of overcharging customers business practices to continue even after responding with taking a vow to make things right and change that stores deceptive culture, just to see more followed yet more compliments that shown nothing Been done. Seems like Verizon just responds cause that's the right thing to do but doesn't take any further action. Just responding to make it seem like they care, which they make clear that they deff don't. If the did this same overchargeibg and upselling components scam would stop happening . Just imagine how many don't notice the overcharging and scams or just don't yelp . I imagine it must happen far more than just randomly . read more

I do not recommend this store. If you do purchase or request any customer service from this location, make sure you read the contract before you sign!! Do not take the salespersons word for it. What they say you're getting and what you're actually given are not the same. They focus more on upselling than helping you in a dire situation. read more

I buy a new cell phone maybe every 5 years. Even though the salesman tried to explain the purpose of all the items that attach to a new phone, it was still overwhelming. I knew about cases and screen protectors, but there are now protectors for both the front and back, and camera lens protectors. Prices were not shown on most of the packages, so I couldn't check prices of the items until I looked at the receipt (which was supposed to be emailed to me but wasn't). Had to go back to store to get it. When I finally checked the receipt, I found that the 5 items in the "bundled" package, even with the bundle discount of $35, cost much more at Verizon than if you bought them yourself. The only consolation is that I didn't know anything about current phone protection (front and back), plus lens protection (I am just hoping that all this protection is indeed needed). And the salesman did spend about 2 hours setting everything up..films, protectors, transferring data, etc. My advice: before you go to a Verizon store, do your research for what protection is needed for the phone you hope to buy, check prices online before you go to Verizon, and ask for a listing of each item's cost at Verizon for comparison before you buy. read more

TERRIBLE SERVICE Two people who don't even acknowledge customers walking in or waiting Interminable wait with no recognition Small inventory This store is a joke read more

The worst experience with a retailer. They do not tell you about the fees they will charge. When you give them access to your account they will add products without permission. They cannot transfer data between phones correctly and do a trade in. When you call their local number and guy answers in Idaho and tells you that you better go into the store if you have an issue. read more

I've been with Verizon for over 15 years and this is absolutely the worst Verizon "authorized retailer" I have ever had to deal with. A staff member told me I was getting a special promo phone for $50 "because of my loyalty" then charged me hundreds over the ensuing 3 months telling me, "oh, your promotion just hasn't kicked in yet!". No contract was mentioned but now I am told that I am in a 2 year contract and it will cost me $300 to get out of it. I have been to this store 4 times now and my experience with the staff there is that they are deceptive, manipulative and dishonest. There are so many good deals out there with other carriers right now. If you're considering Verizon do yourself a favor and check out the competition. Doing business with this company has been very aggravating, expensive and time consuming for me, although I had no complaints about Verizon before I started dealing with this particular retailer. read more

very dissatisfied. made appointment online as directed. arrived at store and was told appointment's not honored, I had to stand in line with the 5 walk in customers. completely unacceptable, what is point of making appointment that is not honored.After waiting 40 minutes and 3 customers in front of me I could no longer wait. very bad business model. advise taking business elsewhere. read more

I walked in for one accessory. Wanted to buy local. Was told they did not carry it. Walked outside and they called me back in. They did have it. After asking for my phone number and driver's license which seemed kind of extreme, they did hard sell for me to buy a new phone or change my plan. Multiple times saying "no thank you" did not work until I got angry. I eventually bought the accessory at twice the price I could have gotten it from Amazon. read more

DO NOT visit this Verizon location. Period. I set up an appointment here and when I arrived I was told by an employee "we are not honoring appointments because there are only two employees working". So they continued to serve people on a first come first serve basis. Not only was this extremely unprofessional (and not store policy I later found out- this person just made that decision), both employees were very rude. Do yourself a favor and head to the Verizon location in Capitola (next to Ross) where I was greeted with smiles and helped right away. Night and day difference! read more

HORRIBLE customer service! Sooo many people waiting in here for hours, only 1 young flustered girl working in here. Lots of people leaving frustrated before getting assistance. And I watched an 80 year old women with health issues struggling to stand have to wait for over an hour to pay a bill. I'm switching cell services. Wish I could give 0 stars! Also did not feel safe with covid risks!! read more

I had the worst customer service experience I have ever had a retail store. Never greeted, never acknowledged and actually asked to leave by an employee when I complained about the service. Who are they to kick someone out of a store? I have no rights to free speech?!?!?! Unbelievable but looking at their reviews I can't imagine they will be in business much longer. read more

Terrible company: they sold me an add-on tablet to a phone upgrade claiming discounts that did not materialize on my Verizon bill, when I tried to return the tablet they charged me $70 for restocking. When I looked at my Verizon account after upgrading the phone I found a number of charges I did not authorize like insurance and voice2text. They charged $24.99 claiming a standard "READY 2 GO SET UP" and messed the data transfer between old and new phone. Verizon does not charge for that. Did I mention that they sold me the replacement phone for $10 more than what Verizon charges? Untrustworthy, check your bill if you deal with them, and better yet, stay away with them. read more

Horrible customer service. This is the second time my experience had been bad from this location, 10/10 do NOTrecommend going there for help

Terrible customer service I will not recommend going to the store they forgot to activate my phone I have no phone for two days they are very unprofessional and weird people I am very disappointed they don't do the job right read more

=( the biggest nightmare of a retail experience. I highly recommend going to a different verizon retailer. It is night and day between the competency at other nearby locations and then the incompetency at this one. The people working there are nice enough, but they seem to know absolutely nothing about Verizon. I'll spare the details but I have had to waste so much time, leave work early, and in the end still don't have a phone. read more

I had an amazing experience at Verizon Wireless in Santa Cruz today. I was a bit stressed as I've been without a landline or cell for almost a week now, so when I had to go to Verizon to "return" a new phone and have my old one cleaned/erased, I was not in the best of moods. I ended up with Jorge, no picnic since he was obviously the one in charge and the other reps were in need a lot of assistance. However, it didn't take long to see why he WAS the man in charge, he obviously knew his stuff. I had a lot of questions and he was able to graciously answer all of them, even going to the back room and bringing out products to show and demonstrate rather than just chat about them. At one point he had to call the owner of my account who lives in Washington for information. When I got home tonight, she called me to talk about Jorge to tell me how smart and personable he was. She was impressed, as I was and still am. I went away from my experience feeling a big privileged to be able to have met this young man and I'm sure others have felt the same way. The pressures working in the tech industry trying to field questions from old ladies and smart ass kids about technical stuff we know very little about has to be difficult. One of my fears now is dying and having to come back reincarnated as a tech support person. God help us all:)) Thank you for your professionalism Jorge. It was a pleasure to meet you. read more

Such a great experience! Monique was the only employee there, and she was so graceful at addressing and helping each person who walked in. Super knowledgeable and helpful. Easily upgraded my phone, transferred all the data, and put on a screen protector. Thoroughly explained everything that was going on. Super appreciative of her customer service! read more

Vanessa T., in the downtown Santa Cruz location on a Sunday, was the best, and I'm looking for a way to contact the store owner directly, because she deserves attention for her extraordinary competence. She made use of every single minute - every second - completely focused and effective, and with a steadiness that helped keep all the customers patient. She was completely aware of exactly who was in the store, and who needed what, as she helped each person move through their process. She never made a mistake or wasted anyone's time. It was clear she knew what she was doing, had answers and suggestions, and did everything as quickly as possible, with an infectious attitude of calm. My message to her employer: give her a raise, and promote her! She is worth supporting and keeping in your company!! :) read more

Too long since your last customer hazing experience? Try GoWireless on Cooper. But if you're looking for actual customer service, go to Verizon on 41st. Ran into issues activating my new Verizon iPhone, so tech support made an appointment for me at GoWireless. The customer sales rep asked for my zip code. Rep: Nope, that's not it. Me: My PO billing zip? Rep: Nope. I say to the rep: How can this be? Rep: Well, if you can't give me the zip code on your account, then I can't help you (Appropriate response = Double check the zip). I try to puzzle this out, but whatever I say, the rep just keeps repeating: There's nothing I can do. Me: Please try the first zip code again. I repeat the zip code. Rep: That's not the zip code you gave me. The rep then says a string of numbers where only the first number in the series is in my zip code. Me in astonishment: I gave you the correct zip code. Rep: No you didn't. (Appropriate response = Enter the correct zip code already.) Me: Yes I did. Rep: No you didn't. I can't help you unless you give me the correct zip code. At this point, I inadvertently express exasperation and the rep says "That's it! I'm not going to help you. You need to leave." Obviously, this rep gets her jollies from mistreating customers, so I appeal to the assistant manager, who refuses to even hear what the customer has to say. It becomes clear why the rep feels comfortable subjecting customers to this kind of hazing, so I do indeed leave. I arrive at the Verizon store on 41st without an appointment, feeling full of doubt, but a very pleasant, reassuring, and capable rep and his manager take care of everything in 5 minutes. It was like night and day. read more

I needed some advice about upgrading my phone. Tyler was polite, patient, and knowledgeable.

The service is super disappointing. It's like being in jail. The staff is cold and not helpful. They must be underpaid and under trained. They don't seem to have any qualms about letting you sit in their store for over an hour. I'm trying to get my brand new iPhone set up and it keeps needing to update software. I've been screwing around with this for hours now. You are much better off buying online than having to deal with this nonsense. What a shame. read more