I am reviewing the service at this location. I recently lost my iPhone overboard during an outing on the Chardonnay sailing vessel, and found I had insurance (whew!). I couldn't get the SIM card in and needed a cover, so I went to the storefront for assistance. Although I had to wait quite a while (20 min?) and there seemed to be assistants standing around doing not much, when Dustin came to help me he was great. He activated my phone, put the SIM card in, found the cover I wanted in their old stock in back and a protector as well, which he expertly put on for me. I have always had this kind of service at this store, over the 15 yrs or so I have been going there. Wile I was waiting, I observed another worker helping a elderly lady erase messages from her phone, repeating the instructions many times and very patiently, no eye rolling or sighing like I expected from a young person who might be in a hurry. I don't know about the ownership, I have never encountered any fraud and they have always had what I need. The reason for 4 instead of 5 stars is that I agree, the wait can be long and it seems a little disorganized at times. But the workers are doing their jobs with a smile, as far as I can tell. read more

Most incompetent people I've ever dealt with in my whole life. No help, just found ways to take money from me. Had to wait on a electronic list, Took over 2hrs to see someone. Never resolved any issues I had spent total of 5hrs in store! The store wasn't that busy either. Stay away from here! Switch to another carrier. Watch out for guy named Yoni, he'll try to bulldoze you. read more

Kristy is a "5" rating, provides excellent customer service, and it's why I gave this Verizon store a "4", But WOW, she is LITERALLY working in a "Sweat Shop" at that store next to the Capitola Mall. Absolutely no exaggeration. It is a corner store, all windows, floor to ceiling. Capitola has a moderate climate and I was BAKING in that room for the short time I was there, sweating and shedding as many clothes as I could. I can't imagine that manager has ever stopped in to work on a sunny day. S/he'd be sweating within a couple of minutes. It was only 10:30am when I came in today and it's forecast to be 20 degrees hotter today than it was then. I'm guessing the winters are correspondingly cold for her and other staff in that exposed room. Kristy took care of everything I needed, beautifully, but how on EARTH she can be expected to work in those conditions, with the sun literally blazing through huge glass windows with no film or shade and no way to escape...I am now worried about her and the other workers in that store. A quick fix would be to put film on the biggest/worst window blazing down on her, and/or some window coverings. I consider these dangerous working conditions. Please help your good workers thrive, not suffer. Thank you for your attention to this matter. read more

Dealing with these incompetent kooks makes me so glad I have service with AT&T I was returning a phone for my dad who recently passed away and was so disappointed with the customer service. Adrian the "Solutions Manager" was not at all helpful or polite, and Skip the "Solutions Specialist" was completely incompetent. I simply wanted to turn the phone after my sister had already contacted the corporate office and disconnected service for the phone. They told my sister that all we needed to do was turn in the phone at the nearest Verizon store. They would not let me just drop the phone off with them. Instead, I was forced to wait for 20 minutes while these fools at Verizon stumbled through a ridiculously long process on their computer. There was absolutely no reason for me to have to be there while they did their return process. I asked if I could just leave, and was told by Adrian that they wouldn't be responsible for anything that happened to the phone after I left, and that they couldn't guarantee that the phone would actually be returned if I didn't stay for the entire process. I said that I'd be ok with just leaving the phone with them if Adrian would give me his business card. Adrian refused to give me his business card! WTF??? So I was forced to wait for 20 minutes for absolutely nothing. I didn't even have to sign anything after it was done. A complete waste of my time and energy. I am so glad that I don't have Verizon service! I will never have it in the future, and I will warn anyone I can to avoid doing business with these people. THIS PLACE TOTALLY SUCKS!!!! read more

If you think that old time good manners and exceptional customer service has gone the way of the dinosaurs, then you need to be taken care of by Adrian at the Capitola store. Adrian is not only very knowledgeable, he actually enjoys taking care of his customers, providing them with a service almost never seen these days. He goes the extra mile and makes you feel like it is his own business and not a huge impersonal company. Verizon would be very smart to keep an eye on him and perhaps model their business practices after the way he works! A future manager for sure. read more

I like the people that work at the store. I never had a problem with anyone at the store, expect that they are associated with a totally incompetent Verizon corporation. What MORONS AND CROOKS VERIZON IS! They have consistently over charged me. Literally ever month for a YEAR I had to spend hours calling customer service to straighten bill problems where I was over charged and accessed late fees. Every time it was the same problem. The Verizon payment processing center always misapplied my payment to someone else's account! Every MONTH the bill was wrong and EVERY MONTH I had to spend 2 to 3 hours on the phone getting the problem fixed. Today Verizon SHUT OFF MY PHONE! The only way to turn it back on is to payment over $200!!! AND I never missed a payment! read more

My phone was not working so I went to Verizon to get help. Cristal was my representative and she cleaned out the port on my Samsung S4 and was able to get it working. She told me that she could get me into a Samsung S7 and a tablet for the same amount of money I was paying for my current plan. I thought she was kidding, but she was serious. I wanted her to throw in some Beats Studio wireless headphones for good measure, but that would have been an even bigger miracle....lol. I told my girlfriend about it and she came in and got a new IPad and upgraded her IPhone. Cristal and Steve transferred all of our information and helped us pick out cases and covers for the new phones and tablets. Nick the manager came over to say Hi as well. Great experience and I highly recommend this store. Very good customer services. I even received an email from Aaron the general manager a day later....Go to Verizon. DROID!!! is what I like and they will even help you with IPhone if you have not seen the DROID!!! Light. read more

I have to give credit where credit is due... ADRIAN was the BEST!!! The service he gave us was top-notch. My father and I went here last night (ten minutes before they closed) and purchased 4 new iPhones & a plethora of accessories. Adrian ended up staying an extra 2 hours just to help us out and answer all of our questions (of which there were MANY). He made sure that all of our needs were met & all of our questions were answered. He was incredibly informative & made us feel very comfortable with our purchases. Very friendly and funny too, so we didn't feel tooo guilty for making him stay late. I will definitely return here (to Adrian specifically) if I have any other questions in the future. Thank you, Adrian!! read more

In town for a few days and I needed a battery for my phone (hubby's birthday and he wanted a Samsung Galaxy Note. We were greeted immediately and helped within 5 minutes by Yony. They didn't have my battery (would have been 5 start if they had) but Yony got us everything we needed, put the screen protector on and showed us the features of the tablet. Wish our local stores were this good! read more

Steve was amazing he new I had to get to my job and he rushed to help me transfer all my contacts and Sim card to my new phone. Got me a case and screen protector. Reset my new phone. And was friendly the whole time!he was amazing and did it all in under 10 minutes read more

I am very pleased with the service I received at this branch. I bought a new Samsung Galaxy(S4) with the 2 year renewal of my contract, and I love this phone. I called the store ahead of time and made an appointment with Adrian Vasquez,, as I had experienced how efficient and friendly he was when a friend ordered her phone earlier this year. I went in at my appointment time and there was no wait. Adrian really knows his craft; he managed the data transfer with ease, taught me the apps and how to use my new phone, allowed me to take as long as I needed to decide on a case, etc., worked with me to find things I had programmed on my old phone and wanted to keep(my alarm sound, wallpaper, etc. It was such a pleasure to be helped by such a pleasant, patient and knowledgeable representative.Also,, the newly remodeled store is very spacious and attractive. Overall,I found the ambiance and customer service to be excellent, way better than Cooper Street, by far, and I highly recommend working with Adrian Vasquez! read more

These guys have always been good to me. Easy, smart and timely. Full rebate amount on a returned iphone for an upgrade, assessing damage on another iphone and quickly ordering me a new phone from Apple overnighted via FedEx under Apple limited one year warranty. I've never waited longer than I expected to be helped. I'm giving 4 out of 5 because no matter how good they've been to me it's still a crappy sales environment and I just hate all that schmoozing upsale shit. read more

Let me start by saying my hubby and I are "behind" the times electronically. We were hesitant to upgrade to anything of this century for fear of being laughed at or treated like cavemen when we walked into a cell store. Since I walk by this store daily on my way to work, we decided to be brave and go in. We were also disgusted with the fact that we have to walk across the street from our home to get any cell service w/AT&T. Corey Bunnell approached us and we explained to him our lack of knowledge and experience and our struggle w/AT&T. He was kind, informative, patient, helpful and so professional! He did not try to "up-sell" us. He did not try to sell us anything that would be "over our heads". In fact, our purchases were "custom" to newer users. He has been available for any random questions after the fact, too. I am so happy I switched! It all started with our neighbors telling us they have great reception and good customer service with Verizon. But...what really made us willing to spend extra money and commit to a contract (we were on month to month w/AT&T) was the kindness and patience of Corey. He is a valuable employee that goes the extra mile, remaining available for all stupid questions...after the sale. We are grateful that he is with your company and hope that he is recognized for his stellar customer service! read more

This store is ridicoulous! I always wait in line for over twenty minutes and when I finally get to the front the sales people are rude... The kiosk at the mall is a much better option. I'm in and out with what I need in just a few minutes! The sales people are nice, professional and the prices are sometimes better. read more

Worse phone store I have ever experienced. Rude help, no customer service, lack of intergrity of product, store is mis managed with your wait time average one hour. Employees hide in back to avoid dealing with customers. Displays are broken, filthy. WHen you finally get help, they either do not speak english,or just do not care to help. Many mistakes were made at this store on my account that took weeks to fix. They refused to credit my credit card after their errors. The employees are doing nothing as far as i can tell. This store is so bad, after many many years with verizon, I gave up and went to Virgin Mobile. Have great customer service and am happy with better deals on phones and service. Do not waste your time with Verizon another minute, you will love Virgin Mobile. read more

If I could give negative stars, I would. I can't even bear to go into details about my experience at this Verizon store tonight...if I did, I would probably give myself high blood pressure. Suffice it to say that this was by far the worst buying experience I have ever had, and I've had some pretty bad ones at other Verizon stores. This one tops them all. It took nearly 3 hours to get my new phone and although the two young men who waited on me started out friendly, they had practically NO CLUE how things worked (terrible training, I have to assume) and one of them copped quite an attitude when the going got rough. I don't understand how Verizon can continue to operate with what I consider to be the worst service of any business I have ever dealt with and there are no consequences. I'd switch my service if I could, but that would cost me an arm and a leg, so I'm stuck. I'll do everything in my power to stay away from this store...that's for sure! read more

I have been a Verizon customer for some time. I was thinking of switching to ATT having heard that our reception in the area where we live might be better with them. I had such a miserable experience at the local ATT store and their customer service department by phone that I decided to stay with Verizon. Just entering the Verizon store was a pleasant experience. It is well designed; sleek, spacious, and easy to navigate. I expected a wait, but it wasn't terribly long. I was helped by Annie who was knowledgeable, patient, and clearly communicated how my present plan/bill looked like and how it would change with an upgrade. I needed time to discuss with my family. She wasn't frustrated with not having made a sale, but gave me her card so I could call back to book an appointment. I called and booked my appointment with Annie the next day. I arrived at the designated time and did not need to wait in line. Annie and some other staff answered my son's questions about other phone options. Annie showed immense patience with us. Once we made a final decision, she completed the necessary steps to set us up with new phones. I would highly recommend this carrier and this particular store. read more

Is there a - 10 star option? I dealt with this Verizon store on and off for 9 hours yesterday and they still proved that the only consistent in the store was the employees incompetence! Went in earlier in the month to see if my partner and I could consolidate plans, was told that the tower I had was out of date (I got it just a year ago from them and still had a year on the contract! Out of date?!?!?!) so it wouldn't work. We were fine with that and told Maria (the person helping, and I do use that term very loosely, us) that we were going to keep our plans the way they were. Didn't change anything, didn't ok anything, didn't sign anything. Yesterday woke up to my internet off and my phone disconnected. I hadn't received a bill in the mail or any texts from them like I usually do to pay, which I always do. So we went into the store and Maria was there again and told us she couldn't help us, we had to call Customer Service. I'm sorry, isn't that your job? Nope. Turns out just because you work for Verizon you can pick and choose what problems you want to deal with and push the rest off to the Customer Service 800 number. Good way to not have to take responsibility, Verizon must teach that when they hire them. So I called Customer Service and they said they couldn't help me, I had to go into a store. Hmmmm...ok. So I marched back into Verizon and asked the door kid to speak to the manager. He was extremely unfriendly after this, I took it as an intimidation tactic. Didn't work as he realized I wasn't going to go sit down quietly as he asked me to. Then he, Maria, and the manager Sue did a little whisper huddle while staring at me. I assumed they were coming up with a game plan to cover their butts becuase the one piece of information I did get from the woman on the 800 # is that my plan had in fact been changed that day earlier in the month I came in and I now had a bill for $2400.00!!!!! See why I was so upset now? At this point the manager, Sue, tells me that she will have to research because that's such a big amount and see why I owe it and asking why I changed my plan. I explained the whole story again and said I didn't change anything and I asked Maria on that date to NOT change anything. She obviously didn't listen. So Sue is trying to say it someone at the 800# who changed it, they are saying it was Maria and no one wants to take this charge off my account. I told her I am loosing my patience and they need to figure this out now, Sue said she will have to "research" and get back to me. In the mean time I paid my balance and asked why my phone and internet was shut off if my bill wasn't due yet. Sue said it wasn't, I showed her it was. She still argued with me about it and then said well it will turn back on because you paid your bill. I asked why it was even shut off if my bill wasn't late and I hadn't received anything from Verizon stating my bill was due. She had no answer, just kept telling me she was going to do my a favor and look into getting this charge off my account and that my phone should turn back on anywhere from 5 min to 2 hours but she doesn't know. First of all, your not doing me a "favor" if a $2400.00 charge is your mistake and how can you not know when my phone will come back on. So at this point I have lost a full day of work (I work from home) and since my 9 year old diabetic daughters glucose sensor transmits to my phone I am not getting any updates. I leave and Sue calls me to ask me again why I changed my plan, I state AGAIN that I did not change it and ask when my service will be renewed since it's been over an hour. She said it has because she called me, I say not it hasn't . I still didn't have internet and all my outgoing calls were being routed to Verizon Financial. She said she doesn't know and hung up. I tried 4 times to call her back and every time I was routed to Verizon Financial. After more than 2 hours I go back to the store because my service still hadn't been restored. At this point she's still arguing with me but has Maria and another girl call Verizon Customer Service to lift the block off my phone. AHA! So they could see on their little pads that there was a block on my phone and within 5 minutes it was fixed! After how many hours did she argue with me?!?! So then I'm asking when they are going to get the huge charge taken off my bill and Sue keeps giving me the run around telling me I need to call Customer Service if I want it done and she willl research and call me tomorrow. I asked why I have to talk to 5 different people, loose out on a full day of work to get this done when they are the ones who caused the problem. After we went back and forth for a bit I walked out of the store. I called the Verizon 800# and finally found someone who could help me and after about an hour I think I found a resolution. Now I have to wait until next month to see if the charges were reversed and if not do this all over again. This was, bar none, the WORST experience! read more

contacted the district manager and he took care of me. feel like I am now a valued customers again