TERRIBLE EXPERIENCE My husband's birthday is this week and I wanted to get him a new phone as a present, as well as one for myself. He had to work all weekend so as soon as he got home from work, we rushed down to Santa Cruz to go to Verizon. We walked into the store about 5:30, half an hour before closing. The person checking people in was incredibly rude. He basically implied that we had come in at the last minute and asked me in almost an accusatory tone what we were there for. I informed him that I was there to purchase two new phones. He said that we could wait around if we wanted, but they probably wouldn't get to us. Not wanting to give up on my husband's present, I decided to try to wait. I went over to the accessory wall to look at cases, as I was prepared to spend several hundred dollars on the phones, plus more on accessories. This is on top of the almost two hundred dollars a month I'm already spending with Verizon for our phone plan. The person behind the counter approached me and said they'd get to us as soon as they could. Not a moment later, the original person who had checked us in approached me once again and reiterated that they would NOT be able to help us today and basically made me feel like I was being thrown out of the store, even though they weren't closing for another fifteen minutes. The entire experience really upset me and made me question WHY I'm spending so much money with Verizon every month when there are plenty of other choices out there. I wonder if the sales people at AT&T might have time to help us? read more

WORST SERVICE IN SANTA CRUZ! I was in here for three hours for a simple plan change, and then the next day my boyfriend was in there for three hours and they accidentally deleted his number and could not get in back. So now nobody that he knows has his # Last time I went in to get a software update they fried my phone. I had to get a new one and all of my photos and #'s got deleted. Seriously, worst service ever!!! how can you screw up that bad? I don't think I could fail harder if I tried! read more

After being in this store three different times, I'm not surprised by all the negative reviews. My experiences with the staff in this store have been horrible, and the latest incident led me to write this review. A while back I had an issue with a phone and was greeted, not very warmly, by Aaron (who I believe was a manager) at the front door. I explained the issue I was having with my phone and asked if I could get a replacement - he said I should have bought insurance and proceeded to lecture me even though it was an issue with the phone itself, not with anything that I did. He told me that I must have done something to the phone and said they couldn't do anything for me but said I could buy a new phone for $600. There was no apologies for the problem I was having, no sympathy - just a shrug of the shoulders. If this is how the manager treats customers, it makes sense why I've always left this store with a bad taste in my mouth. Thankfully, as a company Verizon is much better than this and they remedied the issue for me over the phone, although it took a little longer that way. They were sympathetic and understanding, and they sent me a new phone and everything is good! Even though this is the closest Verizon store to me, I refuse to go back. Instead I started going to the store in Capitola and they've been very helpful. read more

The saleperson who helped me today was beyond rude. I requested help from the manager who was not able to understand my concerns. He just wrote numbers and model numbers that had no meaning to me. I had been having trouble with my phone which froze and then needed to be replaced. The replacement continued to have problems. I was offered another replacement, but really did not want to have the same headaches. I am just really sad and disappointed with how rudely I was treated. I would not recommend the Cooper street store. They have been helpful in the past, but, Today I was treated shockingly bad. It was a huge waste of time. read more

Wow, what an awful customer service experience! My wife and I went in 08/10/2014 to buy ourselves a couple of new phones and had already picked out the Galaxy S-5. Granted, we walked in 30 minutes before close on a Sunday. We were warned that they had a que and they might not be able to get to us that night. Fair enough, so we were browsing around the store looking at accessories when at 5:45, 15 minutes prior to closing, we were unceremoniously kicked out of the store. I'm in sales and at one point worked in retail so I understand wanting to go home but I've never even heard of such awful behavior from a retailer. The whole reason we went into the store in the first place is because I wanted a human to get credit for the sale rather than just placing an order online. I was going to renew my 2 year contract with Verizon but now I'm having serious reservations about keeping them as my carrier. They're more expensive than other carriers and if I'm not getting superior service then what am I paying for? read more

Shania was soooo helpful and so patient. I went during the evening during a week day and I was inside by the time the store closed. Each girl was already helping customers and those customers took a long time all the way up until the store closed but Shania still stayed to help me set up my newly bought phone from Apple even though i didnt directly buy it from Verizon. Shania answered every question I had and solved every single problem i ran into. And she helped to order the products i wanted since they weren't in store and she set them up to be delivered directly to my house. Shania made my life so much easier! The only reason why i gave 4 stars is because there were only 2 staff members present when i think things woulda gone along quicker for each customer if there were 3 or 4 instead. My wait time was 50 minutes as a walk in customer before i could be helped. But Shania still stayed and made me a happy customer. read more

they say they're open and when we get there they're close, if they want customers than they should corect there hours

This place is friendly...... I would say there's low...... But every wireless store I've been into has been slow. Lol. It was a ok experience, nothing upsetting and nothing that great. read more

I came in because with the new updates, my video function was not working properly on my DROID!!! I was greeted by Sarah, and she said it would take about 15 minutes as one person was in front of me. She came back to me in about 8 minutes and said she could help me. She explained things to me thoroughly and walked me through all of the issues. She was able to transfer info from my phone to the storage card, something that I was told I could not do at another Verizon store. I would highly recommend you talk to Sarah. I found out that we are practically neighbors. I may run into her at the New Main Street Garden Restaurant in Soquel. read more

4/21/21- The girls working in the evening were so helpful and knowledgeable. I needed to upgrade my phone and they helped me through the process. My old phone was so broken but they still managed to find a way to transfer all of my stuff over. Thank you!!! read more

I've been a verizon customer for 12 years and I love this store! I recently went in because I was having problems with my new phone and they fixed it right away. The manager Aaron is really nice and helped me along the way. I now look forward to going in there if ever I need to in the future! read more

Stood in line for about 30 min before deciding to pull the plug and I was actually next in line . Although everyone was wearing a mask the doors were closed and the air was going and probably about 16 people inside the store including the employees . During Covid i was expecting a little more precautionary measures to keep customers safe i couldn't bear to be in such a unsafe environment any longer. I don't suggest going anywhere near this place anytime soon. read more

I recently purchased a new phone from this Verizon and was helped by a girl named Adriana, the service was great and she was very nice. Months later I checked my bill break down and noticed an add-on that I did not approve. I had it taken off and I asked how it got there, the guy told me it had to have been added at the time of purchase, and they get commission for any add-on. I would advise people to beware of this shady practice. I thought I was having a pleasant experience but I was actually getting ripped off.... bummer. Again, her name was Adriana. She still works there, FYI. read more

Fabulous customer service from a fabulous individual, M. Diaz. Couldn't be any happier with the service we received today.

This store is great! Everyone in this place knows the product and is very friendly and efficient. Na'ama helped me out in a flash and I left with my phone working great and since she took the time to explain to me, I now understand my droid a lot better. If you need Verizon help, this is the store you want to go to. read more

Kelly at the Cooper Street Verizon store rocks! I have had more than one bad experience at this location in the past. Kelly reminded me what true customer service used to be like. The place was super crowded on a Saturday and I did have to wait my turn, but after a short time, all my needs were addressed and she took extra time to look at my bill and let me know where I could save money. She also knows her products and was up to date and very informative. The rest of the staff seemed bright and cheery as well... the place used to feel like the employees were inmates. I usually dread that place and only go in when I have to. Now I'm planning a trip back to browse my next purchase...A tablet. Thanks for making the experience a good one. ~Sean read more

Every experience I have had with this location has been a terrible one. Workers here regularly lie, mislead, belittle, and condescend to customers. After spending 7 visits of roughly 12 hours cumulatively, the phone I purchased and the "service" I am paying for still does not work. After being promised my phone by noon the next day, that time came and went. I called this location to check. They promised by 10 am the next day. The person confirmed this to me, TWICE, and then promptly hung up on me once I said "thank you". Next day? Phone did not arrive. I call this location, AGAIN. Person refuses to help me, gives me a 1 800 number. I call them, and they tell me the tracking number never indicated the phone would arrive at 10 am, but in fact 8 pm. The people here, as I mentioned earlier, lied to me repeatedly, and never took my complaints seriously or validated them, despite my DIFFICULT effort of controlling the feelings of anger, belittlement, and helplessness they incurred almost intentionally. This company is terrible. I 100% encourage people to choose another company. Verizon apparently does not back up the products or service they provide, and the employees at this location seem to genuinely hate the customers. read more

Was just in here about one month ago to see what deals they had for a new customer. Yaser helped me and was really patient in explaining everything. He helped me all the way to the end really cool guy! Everybody I encountered at this location was super humble and cool! Thanks for the great experience! read more

These people are rad, Peter was helping me and he went above and beyond in customer service. He helped me find a phone that was perfect for me and was also patient as my rambunctious child ran around. He was amazing and very personable. He should get a raise or be promoted. read more

Verizon Wireless, como company that cares more about shareholders than customers! I live in the Bay Area for 3 years now and have dropped more calls here than any where on earth! I have better service in Cuba than in the Bay! I left this company today and went to T-Mobile at least there I will te what I pay for! I paid a premium on Verizon for nothing! Bad customer service bad service bad customer relations BAD BAD BAD! They should take all the chapters out of Nordstrom's book and apply them to their business! No longer and never again by choice will I be a Verizon customer, and since I can't change much I can post a review to the whole world! You lost 3 customers today Verizon for your bad service practices all around! read more

One star is a bit of a reach for this place. WORST customer service ever. Jim G and manager Ryan B were the most condescending and egotistical unhelpful people I've ever encountered. If you want these guys to listen while you talk you're better off stringing two cans together. HIGHLY NOT RECCOMENDED! read more

This is hands down the best Verizon Store ever. They are so helpful, so friendly, so amazing. After I bought a new phone, they called me the next day to ask how it was going and to see if I had any questions. My parents live in Oregon, and when they have questions or needs they wait until they come down to visit me to use this Verizon store because the ones by their house suck. This place is great. read more

I was a Sprint customer for way too many years!! I was really tired of the f-rated customer service!! I went into the Verizon store on Cooper, and was in and out within a half hour with my number ported and a new HTC Thunderbolt. The staff was helpful and courteous!! Naama helped me , and every time I visit the store I gewt the same kind of excellent service!! I Highly Recommend! read more

This is my 3rd visit to this store. The wait time is usually an hour or more. Techs are nice and knowledgeable but wait time is ridiculous!

The customer service here is terrible every time due to the way verizon does it in general so I expect that and don't blame the staff. Today however I needed a simple task done and when I inquired about it was met with unacceptable smugness and sarcasm. Way to go, you've made a bad thing worse. read more

Walked in, looked around and thought about what we needed. Came back and Brittany got me set up with what we needed with good suggestions about how to get there. Walked out with two new phones working and ready to go for less than I was expecting. Very happy. read more

Very unhelpful and condescending. From the moment I walked in they looked like they could not be bothered to help even though there were no other customers in the store and the workers were just standing around shooting the breeze. Awful. read more

After seeing bad reviews I was not expecting anything great. I wanted help with my gift iphone. I was so impressed with the quick service. I walked in, toward the back where I had paid a bill for a friend. A Verizon representative approached me and asked if I needed assistance. She was very helpful, gave me a quick overview of the store. She then turned my phone request over to Shannan. He was wonderful and really took the time to explain options for me. He made sure I understood billing, starting my phone, getting apps, and (most important) transferred all my information from my android to my new iphone. That was such a great thing. He also told me about information sessions available on Sundays that help people learn all about their phones. I went off very happy and very impressed with the service I received. Nell S. read more

This branch of Verizon wireless in Santa Cruz county is the one and ONLY place I would ever suggest to Verizon customers to go to. It by far has the best customer services, amazing staff and branch managers that know EXACTLY what their job title means and how to handle that responsibility! The one there currently, Dustin, helped me for over an hour as I had discovered a phone i bought from someone had turned out to be stolen. He helped me gain a new phone for a great bundle cost and took care of my problem with ease. I am a very satisfied customer!!! read more

Jim, the guy that helped me at the downtown store does not get my vote. He was great in the salesperson "get you to buy and spend as much as possible" way, but left me with a feeling that I'd been misled and swindled. No bueno. My guess is they probably work on commission? Either way, I'm avoiding him next time. I've honestly had better luck with AT&T. read more

I recently had a A+ experience with Bodhi at this Santa Cruz Verizon store. It started with at least a half hour phone call with his having a great deal of patience along with his friendliness and knowledge. I then went into the store and purchased my new I Phone. In addition he successfully connected me with my daughter's account in Seattle with a family plan which helped all of us. I have since been to the store several times and found the other employees to be very helpful and professional as well. In the past I was a Human Resources Director and feel it is really important to recognize exceptional service. read more

I am currently in a contract with another provider, but I spent a lot of time at this store when I escorted a girlfriend of mine here 3 times in 2 days. She's trying to update the technology she uses to run her business and I convinced her that a smart phone would be a helpful step in this process. We came to get her a new iphone and accessories and make adjustments to her plan. The customer service reps were very helpful and kind. My friend is a technology newbie and they were patient with us as she asked a bunch of very basic questions. Bonus points for Verizon being the cellular provider with the best reception in Santa Cruz county. I'm thinking of making the switch once I am out of contract. read more

The sales man was not at all caring of the customer (me). I bought a Pulse here and had troubles returning . I was told by Apple that I couldn't return it there since of course they are not Verizon. They would have taken it back even though it was 2 days over the return date of 14 days (they stated they have some "fudge room" and care more about customers). I then called here but they were closed...so I called the next day. Now 3 days past the 14 days. They would not budge on their 14 day return policy. He could have but just didn't want to. This is how they treat a loyal customer with 4 lines that pays over $250 a month to them for the past 20 years.........WOW!!! This is the final straw............we are canceling our account and letting the other company pay the transfer fees. BYE BYE read more

This is a terrible store in terms of customer service. First time I went there, I just received a brand new phone that had a few dead pixels and the old lady (probably 50+ years old) inspecting it would not accept it as defective because she couldn't see the "big deal with it". If I'm paying $600 for a brand new phone, you do not have the right to tell me what is right or wrong with it (when it is clearly defective). I went to another Verizon location and it was replaced on the spot. Second time I went, I brought in a waterproof phone that was water damaged. They refused to replace it under warranty because it was water damaged. Hey smart guy, the phone is suppose to be water proof. Save your self the headache and go to the Verizon store off of 41st Ave. read more

The worst customer service ever. Tried to talk me out of buying the iphone 5 could not answer questions. Already got ripped off by the same store on my data package said that i needed 4 gigs when i use much less than one on two devices. Do not go to this store. R read more

So, let's start with the obvious: Verizon in general has the broadest reception range in the country, which is really important since in and around Santa Cruz County, there are many places where phones from other providers become totally useless. Simultaneously, Verizon tends to be predatory toward its captives - I mean, uh, customers - and has found a multitude of ways to take us for a ride. It's a mixed experience being a Verizon customer. Really mixed. Having said that, this store itself does a pretty amazing job taking the customer's side and minimizing the pain in the butt that is life with cellular phones and corporate America. They have gone out of their way on multiple occasions to get me the best possible deals on equipment and accessories and spent more than a little time helping me optimize my device settings and features. I'm no techie, I just want to use my phone for what all the fancy commercials say it can be used for, and with their help I can do that. And then there's the experience of being at the store. Life is all about our experiences, and although I really hate dealing with the purchase and management of cell phones and related headaches, I usually leave this store feeling pretty good. People there carry themselves like winners - professionals with jobs they're reasonably proud to have and do well - and treat me like someone with worth. I appreciate that. read more

If I could give a negative to the Verizon wireless system I would The folks at the stores are wonderful but working with their hands tied behind their backs and a blindfold on. When it comes to helping customers, they cannot do their job as corporate Verizon communication disables any efficiency to get the job done Example in case I gave my son the upgrade and he purchased online and we came to the store to pick up phone and hour later, the sales person cannot confirm this transaction with all the information provided! read more

Went over on Friday to check out the new iPhone thinking I'd switch from AT&T to Verizon. Store was empty. They had this girl outside the store letting one person at a time into the store and she insisted I check in & stand in a line that wasn't there!. What's up with that Verizon. Do you guys want new customers or not? That single act of turning away people helped me decide to stay with AT&T. TERRIBLE customer service and a very rude rep read more

excellent service the past couple of times I've come here unlike the first time I came here. This time Aaron was very helpful although I had to wait as usual since this location is located right in the downtown area and is usually heavily trafficed..but worth waiting though since customer service excels..first time i came here was last year and the experience was more than unfavorable. But thanks to employees like Aaron I would return here. Aaron went past just solving the problem and added a feature to improve the experience and resolve other issues..that was unexpected and greatly appreciated. read more

They had a promotion where you bring in your old Apple cell phone and traded it in for a new one. So I went in there with my cell to trade it in and we had to order a new cell phone first As they did not stock the iPhone six. We ordered the new cell phone and it finally arrived to me almost 4 weeks later. I had to pay for the cell phone at the time I ordered it online. By the time we activated the new cell phone they would not honor the agreement that we have in place. Now I am out the money that they were going to give me for the old cell phone which was $199. Horrible, terrible, and unprofessional is the only way I can relate to this business. A deal is a deal and they didn't honor their half of the agreement! read more