I wanted to leave a review for Brandon at Verizon because he was incredibly helpful when I brought my grandma into the store. She had gone to a different Verizon location down the street before this, and unfortunately, they weren't willing to help her or take the time to figure out what she needed. They essentially took advantage of her due to her age. Brandon was able to clean up the mess they put her in, and he was once again very helpful and amazing! read more

Long story short. We went in around 530 to upgrade three of our lines and was told they "probably" wouldn't be able to help us because they close at 6. I was disappointed but understood. I did have some very brief questions. I asked an employee if she could help answer my questions her response was I am the manager and busy doing other things. She was very rude . Immediately left and went to Best Buy where we what's receive the best customer service for our phone read more

This Verizon store locked me out of my phone number for 72 hours when I was expecting a very important call back from a job. Then proceeded to add another line to my account so I could have an active line for the duration of this mess. Now my bill is doubled and I can't access my actual phone number for 72 hours. I am switching phone carriers asap after this big mess. read more

Went To purchase a phone and they wouldn't give me a drink of water even from the tap and I was diabetic and thirsty and in really bad shape. I canceled horizon over this. read more

Totally disrespectful what I seen today from, whoever the manager was today 5/17/26. I seen him direct an elder who just needed help paying his phone bill to the computer and do it himself yet was on his phone talking with other staff when the poor old man left. He could've easily used that time to help that old man, not everyone is tech savvy! Have some compassion. Apart from that, they need more staff. Super slow. read more

Jesus (I'm pretty sure that was his name) was super helpful this afternoon in helping my elderly neighbor return a phone and make her current phone plan more affordable. I went in with her to help out, and he was a pleasure to work with. Thank you! read more

Worst customer service I've ever had at any Verizon. Definitely not coming back to this location. Do I need to say more, other than I asked some basic question and I got some very unfriendly responses. Smh. Maybe it's time to take my business somewhere else. read more

I drove an elderly client to this location because she wanted to get a simple flip phone. Brandon K helped us and my elderly client absolutely loved how kind and patient he was. Made the whole thing much easier and less stressful for her. Thank you Brandon! read more

Had an appt and it still took over 2 hrs to get the phone. The transfer of my phone info was incomplete and I had to do the bulk of it when I returned home. Nice guy who helped me, but will not return read more

Absolutely the worst customer service I've experienced in a long time. Three employees standing at the front and I'm greeted by one guy with a mask on who I could barley understand, because of it. He wasn't friendly at all and let me know it would take 75 minutes for anyone to see me. He was cold and short with me. I asked if he could check inventory on a specific telephone I wanted to upgrade to, and even that seem to annoy him. He basically told me that yes they have it in stock. They always have phones in stock however, it's not the phone that I want so I will have to call customer service and have them help me if I don't want to be patient and wait. I'm almost considering switching carries at this point because this isn't the only location I've visited in the past where the wait time was ridiculous. But the Capitola location takes the cake for the worst customer service. read more

I would make this review negative 5 stars if I could. It doesn't help that Verizon is the worst and biggest rip off phone company out there. But if you want to go to a where the manager is miserable already and won't do anything to help you , then try this corporate store :) read more

Wish I could write a lower star review, completely incompetent. We needed to switch my line over from my mom's over to my fiancés. They told us we would need to do it ourselves , even though the day previously when we purchased the phone from a different store they said they could ! The lady was completely rude , you could tell in her face she was looking to make a sale and didnt want to waste her time. read more

Anthony P. was so helpful truly went above and beyond. Very thankful for his support!!

This store has the worst customer service. I was the first one in, asked for help, was told to wait, then ignored for 1 hr 45 minutes. I needed a SIM card, but they couldn't be bothered to even make the effort to help me, it would probably have taken 10 minutes but wasn't a big ticket item. The supervisor told me he had other things to do, and continued to help other people that walked in, ans I watched him turn away a customer that had dredlocks -I'm guessing he didn't like his looks. He sneered at me, snapped at a woman with two small children, and apparently was picking and choosing who was worthy of his sanctimonious service... Discretionary or discriminatory? This was so disappointing. read more

This is THE worst Verizon store! I had an appointment and showed up on time. 3 employees just standing there, chatting. I asked for help and they just nodded and went about their chat. Anyway, I finally had to talk to one of the employees, Francisco, who, in my opinion, is in dire need of customer service training. I felt like I was being scolded the whole he was telling me what to do. My family is a long time Verizon customers (26+ yrs) and this is THE worst Verizon customer service I have ever experienced. I will never go back here even if it's the most convenient bec it's close to my university. I DO NOT RECOMMEND THIS STORE. Or at least, don't let Francisco (not sure if he's the manager but he sure bosses everyone there) "help" you. I gave him a 1 star on the Verizon survey. read more

I went in to buy a phone at 1:30 pm on a Saturday afternoon, and was told it would be an hour wait to do so. This was strange, since there were only a few customers in the store. I looked around by myself and picked out a phone, which took about 25 minutes. During this time I got a text saying I was next in line. There were 3 salespeople and 3 customers in the store. When I went to check again on how long the wait was, the person in the front (who was doing nothing, just waiting for nonexistent customers) said it would be another 45 minutes. When I asked why, she copped an attitude and said that the staff needed to take their lunch breaks. Seriously? You can't space your lunch breaks out? What lame customer service. I left. I'll buy the phone on-line. read more

I walked into the store prepared to spend thousands of dollars . Francisco the so-called manager was very rude to me. First he didn't let me look at anything. He's very rudely said wait over there for me by the door. I was trying to look at things so that I could buy them because it is a store and stores are for buying things . Then he very rudely told me "you need to make an appointment we can't help you." There was nobody in the store. I said "are you helping someone else right now?" He said "no I'm not." Then I asked "then why can't you help me I'm right here and I have money and I would like to spend it." I worked in customer service most of my life and I was a manager. Whoever hired this person needs to reevaluate. He shouldn't even have a job much less a management position. If he feels the need to not make money doing literally nothing he at least should not be rude about it. Somebody deal with this guy . I think I'm going to a different company . read more

I don't see how they can get away with such deceptive advertising. It says the hotspot plan is $80 then when you read all the way to the bottom it says the first line is $110 and the second row is the one that's $80. This is about a shady as it gets I don't know how they get away with this stuff read more

Verizon - More shady deceptive advertising. The $80 hotspot plan is really $110 plus taxes I fees - Mobile Phones Near Me - Capitola, California

Never going back here again; actually switching to T-Mobile. I went in to get my SIM card re-seated, a relatively simple procedure, right? Push the pin in, pop the SIM card out, put it back in. But no. After waiting over a half hour, while one person off the street was helped in front of me and two available employees disappeared into the back area despite there not being very many people in the store, the person who checked me in asked what I needed to have done again, even though I had already explained it to him. He said he would need to not only look at, but take a picture of, my Driver's License with his iPad. I said absolutely not, what do you need to do that for? He said it was for security purposes. I told him that my girlfriend's AT&T account had already been hacked, why would I want to chance the same thing happening by giving more information to Verizon that they don't need? The employee said I could call customer service if I had any concerns, but refused to pop the SIM card out. I told him how could I call customer service WHEN MY PHONE DIDN'T WORK BECAUSE THE SIM CARD WASN'T REGISTERING! I told him forget it, I would go down the street to my repair guy in a kiosk at the Capitola Mall and get him to pop the SIM card out and find out what was wrong. Which he did, in five minutes, actually stopped what he was doing to help me. Honestly, I have been a customer with Verizon for over twenty years, and I have never been asked to have my Driver's License photographed. I even called customer service after my phone got back on line AND THE PERSON ON THE LINE HAD NEVER HEARD OF THIS POLICY! I think the guy at the store was honestly trying to scam me. Well Verizon, you just lost yourself a long-time loyal customer. read more

Do not buy apple products here. I bought an apple watch and they do not have any bands to try on so you have to guess your size and style (turns out they all fit differently). I got the watch but the band did not fit so I tried to exchange it. The wait was over two hours to exchange the watch I bought 5 minutes prior and the first appointment available was three days away at noon on a Saturday. So I make the appointment and go back on Saturday to exchange the band and they tell me that I can't exchange the band, I have to exchange the watch too (despite the watch and band coming in separate boxes) and to exchange the watch there is a $50 restocking fee. So they don't let you try on bands, then they make you wait three days to exchange them, then they force you to exchange the watch in order to exchange the band so they can charge you the $50 electronic restocking fee. I'll never buy anything here again. Better to buy hardware at the Apple store where you can try things on, there is good customer support, you don't have to wait to make exchanges and you aren't charged $50. read more

The gentleman that helped us was great!! The business doesn't hire enough people...2 hour wait!!! I guess Verizon isn't making enough money.

I asked door greeter if he could activate my phone, He said gruffly "wait in your car I'll call you when we get time, probably 45 minutes" After 50 minutes I went back up, asked why no call to me he said CURTLY "there's only two of us here now, you need to make an appointment to have it transferred to new phone some OTHER time". Your phone has s activated, look it rings, I can't help you. My dissatisfaction lies in the fact THERE WAS ONLY O N E OTHER CUSTOMER there Really nasty Verizon worker I would never go there read more

This is my second time coming back to upgrade my phone. This time I have, after scanning in, waited for over an hour to talk to someone about upgrading and switching/upgrading my phone. I even tried calling in to sales. Put on hold. It looks like I may have to explore switching to ATT or T-Mobile. Not sure how customer service with them will be any improvement. Can't be any worse, I hope, than my Verizon nosebleed experience. Customer service for customers is abysmal. There following apology did not include how they will rectify for me to facilitate my Iphone upgrade. How about try again and will be more than happy to pay special attention to watching the customer long wait cue. These Verizon stores have been outsourced to non Verizon company franchises? read more

I came in on a Friday morning at opening and there was several people waiting with me. When the doors opened the staff got everyone checked in quickly and without issue. I waited my turn which took 15 minutes but the staff was all helping someone and it wasn't that bad of a wait. Francisco helped me and we ran into several annoying tech issues with transferring my old phone to new phone. Francisco was friendly and helped several people during my phone updates and reboots. It was an annoying process but most everyone I saw working with customers was kind and efficient. It was a lovely experience and I think Francisco gave great service very professional and very personable. read more

Go to the Saratoga location instead. Staff here in Capitola know nothing of Ada law... Americans with disabilities law.... And really do not value customers.... I went to Saratoga once and everything is great and fixed but capitola I went to several times and just had an awful experience just drive ten -20 minutes more and get REAL help over the hill. It's worth it. read more

Verizon - Disabled customer rights on federal and state level in Supreme Court wins over pandemic temp laws Verizon yuck - Mobile Phones Near Me - Capitola, California

What a horrible experience thanks to two employees and one "manager" Francisco who could care less about their jobs, their customers or providing helpful service! I had made an appointment on-line and waited over a week for it. Upon arriving at the store, I was refused help because I wasn't on their appointment list and even though I showed them my appointment confirmation on my phone for THAT store on THAT date and for THAT time they simply stated "well it didn't get into our system" There was not a single customer in the store (now I know why!) and so I jokingly said "well, I guess you will just continue to chat amongst yourselves tonight..." and they laughed. I wish I could give this review negative stars as I am disappointed and disgusted at being treated this way! Definitely time to purchase new phones elsewhere! read more

I walked in and I was told that I need to make an appointment. Okay I made one, I told the sales rep that I wanted to switch my carrier to Verizon and asked her if I could do that. "Sure" she said. I came in the next day to my appointment and I was told "you need your account number, and pin number, and you need to have your phone unlocked. You need to make another appointment. We can't do it today because our appointments are only for 30 minutes." So why wasn't I told that I needed to unlock my phone and that I needed my acct and pin when I made the appointment? Now I have to waste more time with these people, who by the way were pretty arrogant. While I was there the guy next to me had an appointment and he got help for an hour and 30 minutes, they are liars. I went into T-Mobile and they helped me through all of that and I was able to walk out the door with a new phone and a cheaper and better plan than Verizon. And they are much nicer too. read more

Came in so mad at Verizon customer service but the rep was kind, patient and courteous. He helped me when no online person could (or would). I have been with Verizon over 30 years. Thinking of changing in the future. I read more

Don't bother visiting this Verizon store on 41st Avenue in Capitola. The employees working at this store are the most useless bags of water we've ever come across. 100% useless. We wanted to purchase a new phone but they weren't interested. We went to another Verizon store down the street near Chipotle where we were treated with respect and quick and awesome service. Don't take my word for it it, read the other reviews. The employees are either completely useless or they are great and their average is nothing of which to be proud. Do you want to take the chance that you'll visit the store on a good day? Because the odds are against you. Verizon, train your employees better. read more

Part Two I ordered a new phone. I paid the initial money. I approved the order. Nothing happened. I called two days later. Nobody could tell me why it was stuck in a did she/did she not loop. I spent hours on the phone over three days with people who said they were sorry. But nobody DID anything. Hey Verizon, it's called customer service not customer empathy. read more

Theses guys are crooks!! The salesman totally misrepresented the cost of my new phone purchased in November 2019. He gave me a price and I thought was good I paid for it, or so I thought. Turns out they are charging me $20 monthly for my phone, something they couldn't do because I wasn't the primary account owner and the price is $545, not the quoted price of $154 That was the first thing. Now, February's bill now has a protection plan charged. I declined the protection plan. I'm being ripped off. Its unbelievable to me how this can happen. Apparently I'm not a very savvy shopper for phones. I didn't get a copy of the contract agreement so whatever they decide to do to me is OK now. I don't think they are done screwing me over yet. We'll see. read more

This has nothing to do with the store itself or the employees, but I made an order online for pick up at this store and never got the confirmation text my phone was ready. I tried to call this store and kept getting forced into the verizon phone porting center. I cant port a number without a phone! I also had a major issue the last time I tried to port out where I got locked out of my account before I could port the other number. Youre automated system is dysfunctional and hugely inconvenient Verizon. It just wastes more of customers and employees time trying to override it. Just let us call the freaking store. Its too bad its the only company I get service with where I live. read more

So profit driven that the customers are an after thought. I went in to maintance the phone and get the headphones repaired that came with the phone, their response essential was, we can't help you. read more

If you live outside a major metropolitan area, Verizon may give you the best coverage, so I recently switched to Verizon and ordered a new phone. I walked into the Verizon store on 41st in Capitola because something went awry when I was doing set up, so service on my new iPhone didn't activate automatically. Marco expressed confidence that he would be able to help me even though I didn't have an appointment, and immediately went to work, flying through a series of steps in his tablet. He consulted his manager for authorization at one point, and she graciously walked the authorization out to us. Between the two of them, Marco and manager had me out the door with an operational phone in about 10 minutes. Thanks for the great customer service! read more

My husband brought in his cell phone that had an issue and without looking at it the employee asked if he had insurance and that he should just send the phone back. Now I understand that's sometimes necessary but it seems he just couldn't be bothered with giving the slightest bit of attention. This isn't the first time we have had poor service at this store. By the way, the phone is brand new and the problem was fixed in the store eventually after my husband insisted they take a look. The employee also refused to help a women charge her phone when her car broke down in the mall parking lot because she didn't have a mask. My husband had to offer the solution of taking the phone in the store for her so it could be charged. read more

Jesse was very helpful and knowledgeable! He knew what to do right away and that meant a lot considering I had been to two other stores and nobody could help. Thanks Jesse read more

I made an appointment to get my replacement iPad set up with data Dash it has been several months since I had it replaced. The young man who met me at the door also helped me finish setting everything up, was very helpful, friendly and I was, again, very impressed with the service at that location. I have never had a problem there. They are short staffed like everyone right now, but the manager and assistant were patient and thorough. read more

I purchased a Phone and I bought the clear cover for the screen protector. The guy said to come in when it needed to be changed and he would put a new on. He highly recommended this. I went into the store to have it changed, they said the screen protector company has changed and I would have to buy a new one. I paid for this one, why would I buy another one! The woman said she could not help me. Terrible service, such a rip off. read more

I needed a new IPhone as my old SE version was outdated and pretty much useless. Undecided on a which version of a newer model when I showed up for my appointment, the sales rep, Yancy spent the next two hours guiding me thru the process. Yes, he spent two hours with me focused, attentive and patient as I must have asked the same question over and over again. It was a big decision for me transitioning from my tiny SE to a larger screen and quite intimidating newer phone. But Yancy made the process so easy! His calm demeanor, good sense of humor and product knowledge helped make this purchase a wise one. I so appreciate the time he spent with me helping to build my knowledge base re newer phones as I was still in the dark ages with my SE. If you need a new IPhone, make an appointment at this store and I hope Yancy is available to help you. He is the rock star of Verizon and an amazing IPhone sales rep. You will be very happy with his assistance! read more

Evelyn is a bad manager. Told me if I wanted a new phone I would have to order it online because she or her employees didn't have the time and that there was a two hour wait. I was one of two customers in the store with 4 employees. Bought my first phone here 15 years ago, but won't be back till they have nicer people working there again. read more