Worst service ever! Sales associates spent more time talking at the front desk or disappearing into the back room. Spent about 1.5 hours waiting for assistance. read more

I came here to pick up a new iPhone and the people were so rude. I had made an appointment to have everything transferred to my new phone and the guy said they don't do that there. All their appointments were booked up... there were 2 customers in the store and multiple employees doing nothing. I can do it on my own, but there always seems to be a glitch when I try to transfer stuff. Every single Verizon store I have been to has always done this for me. Felt like I was dealing with people who work at the DMV. read more

AVOID AT ALL TIMES...you've been warned. This is horrible. No customer service..nobody available to help with anything...over an hour wait just to talk someone. 2-3 employees on the floor, don't waste your time coming here. Not even a smile or welcome, no help whatsoever and rude, bad attitudes. Really hope all Verizon stores aren't this way..got me thinking about going AT&T or other provider because this is a JOKE! read more

I would give zero but it's not possible...everyone in this store is clueless and not helpful. You make a purchase and they rush you out the door! All they want is your money! Even the manager is clueless and does nothing when you complain. I spent $600 and he stared at me like I was the I idiot. read more

We made an appointment to switch our phone plans from AT&T to Verizon at 2 today. The employee working said someone will be with you and wasn't sure when. We waited as he sat there and watched Tv on his phone. Then we asked if anyone else was working and he said no. There were no other customers in the store so we asked him to help us and he just went back to watching TV on phone. He said he'll get paid either way. So rude and no work ethic. Just confused by it all. read more

!! Be advised.! This is the worst Version store I've ever had the displeasure to visit.! The tech service is abysmal.. even on a good day.! I've made huge $$$ purchases from this store, iPhones, upgrades, iPads, iPad minis, etc.. And when I've returned to seek help with tech service, or billing issues.. every time I've left with more problems than when I walked in the door seeking help.! As far as I'm concerned, Verzion should just close this store down.! Two days ago I went in to seek "assistance" with a non responsive Siri.. He, with out my permission, the Verzion employee, took my phone and started to punch a bunch of buttons.. WITH OUT MY PERMISSION!! When I got home.. I discovered that not only did Siri not function properly anymore, but I can not receive or dial calls with out rebooting my phone every time I want to use it.. but all my subscriptions and payments are failing because my credit card and Wallet have been wiped out.!! I AM FURIOUS.!! Close the store down.!! #%@&.!! After 32 years of Verzion.. I'm now looking for another cell phone service provider.!! read more

What happened to customer service???? This place is amazing, I can't believe these people operate like this. I went into the store knowing what I wanted. They were not sure if they had it in the store. One guy said he thought he just saw one the other person said they didn't think they had any. Neither would go look. I would need to set up an appointment for 3 hours from now and they would text me. If I wasn't there in 5 minutes, I lose my spot. My other option was to call the number on this piece of paper they gave me and I can go outside and call that number to find out if the store I was standing in had the phone I wanted.............WTF?????? Somehow this has become acceptable customer service. I wonder what my grandpa would of done. read more

It's like they really wish you weren't there. If they make money on sales they sure didn't make any effort to make a sale when it was obvious I was interested in buying a tablet. Also, they didn't address the issue I had with my phone shutting off.. Don't they lost listen when I speak? I just wanted to get outta there... The poorest customer service I've had since I've been a Verizon customer. read more

Tim L. Is outstanding. I have been fortunately enough to have Tim assist me with various issues over the past year. Every time Tim has offered knowledgeable, calm, patient service with outstanding results. You can trust Tim to make the right decision for you. Verizon Store 768 Market Street SF read more

This place is the best place to go and buy a phone. Previous reviews need to do the research before going to any store and then say " I got scammed" stop blaming on the reps, this is you buying the phone not them. read more

Just do yourself a favor and go to another Verizon store. The rep here was totally unhelpful and the customer service was so awful. I ended up leaving not purchasing the new iPhone which then SOMEHOW it got charged to my account. I called the customer service line and they resolved it by taking it off with no problem. Thanks a lot.......SMH read more

Worst customer service ever. Went in to upgrade phone, was confronted by this very rude, no people skills at all lady who just shouted "pay your bill"? I said no I need to upgrade and then began to tell me "appointments only" ....like I knew that. Seriously I never trip on things but this was the rudest adult I have dealt with in awhile. Never returning to this location and I honestly am disappointed with Verizon service read more

DO NOT BUY FROM THIS STORE, THEY ARE ENGAGING IN FRAUD!!! I went and bought a new iPhone 4 16g there and renewed my Verizon contract 2 weeks ago. They charged me $100 plus tax on the original price for the phone. The phone they gave me didn't work (making phone calls that is), so I went back two days later and they replaced it with another phone. That phone didn't work either (no audio with phone calls), so I went in again the next day and got my third phone. Guess what? That one doesn't work either! There is a loud echo when I use the speaker phone, but it took me a few days to figure that out. When I took it back it to complain yesterday, they said they would no longer replace the phone because it had been 2 weeks since the initial purchase. I couldn't believe what I was hearing... they sold me THREE defective phones and now wouldn't replace the last one I had only had for 10 days??? So after wasting lots of time on the phone with Verizon tech support, who couldn't solve my problem, I drove over the hill to the Apple store today. Turns out that the phone the Capitola Verizon store sold me as new had actually been purchased on 5/3/11 and was no longer under warranty. In other words, I had been sold a very old refurbished phone instead of the new phone I was promised. Also, the Apple people told me that the iPhone 4 should have been free with my contract and not cost me anything to begin with. So... back on the phone with Verizon. Verizon confirmed that they have not had the iPhone model I was sold available for sale since January 2012. HOWEVER, it turns out this store is a "premium retailer" not a corporate store. For the uninitiated such as myself, this means that it is a privately owned store, and therefore Verizon won't refund the money the store stole from me. Instead, I have to deal directly with the store that defrauded me in the first place. Net effect? I have been defrauded of $299, have not had a functional phone for 2 weeks, and Verizon won't reimburse me directly. I hope these people lose their contract with Verizon. What they are doing is unconscionable. read more

What a joke, would give zero stars if they let you... I have had bad experiences here in the past, have read other bad reviews, heard about fraud, selling refurbished phones as new, etc. However being the only verizon in biking distance I figured i'd give them a shot, i basically knew what I wanted and just had to get an upgrade on a business line. Just came back from there. I walk in, i was the ONLY person in the store when i walk in. Guy with a tablet greets me, i tell him i want to upgrade my phone, so far so good. 5 minutes later i decided i wanted a Samsung S4 and he said just one moment he had to get someone else to ring me up, etc. During this time another couple showed up, they were wanted to do something and they were waiting for someone else, so there was NO ONE in the store really getting helped. The guy asks some other guy where so and so is and he answers "i don't know, probably in the back somewhere". I looked around at phones/tablets and checked some things on my phone. I realized it had been 20 minutes when some chick and a dude come walking in with coffee talking about how she would rather make potpourri than go to a concert. Worst management ever. At this point i shook my head and walked out. Worst customer service at a verizon store, if not worst customer service period. Guess ill try much luck at the downtown store read more

Recently visited the Verizon store in downtown Santa Cruz. Used to have great service for minor phone problems. Now, a totally worthless visit to a totally worthless store. Now it seems all Verizon stores are operated by third parties who know nothing and do nothing. After 20 years at Verizon I'm going to switch companies. read more

Terrible service. We wanted to just get onto a plan together. It was not busy. The employee had me call Verizon on the phone in store instead of doing the change himself. I couldn't even hear what the person on the phone was saying because the 6 employees were laughing so loud. This place is a joke. Go over the hill if you want good service. read more

I would give this palace negative stars if that was possible. This place has unorganized and unhelpful employees and there is no order to the way customers are served. In order for any of the employees to notice and serve you: #1 You will need to be loud, start slamming the displays around. While waiting, you may as well go through the call history on the display cell phones and call back the numbers and see who answers. #2 Be obnoxious. Bring food in and eat it while you wait. Get your greasy hands all over the products and displays. Use their counters as your dining room table. Don't worry about making a mess on their carpet, they'll clean it up. #3 Bring your dog into the store and let it roam around freely. If you don't have a dog, find a hot steamy dog turd on the lawn in front of Little Caesar's, step in it and use the carpet inside the Verizon store to wipe your shoe off. The smell is guaranteed to get you some attention real quick. If you would like quicker, better service with out the dog shit, go to the kiosk at the Capitola Mall. That's what I do. read more

Wow trying to get someone to help me was like pulling teeth ! They were so busy talking to each other . Would not recommend stopping at this store . By the way there weren't any other customers. Just talking among them selfs . read more

This location is absolutely terrible, the associates would rather dance and talk with each other instead of helping there guests. Terrible service, I'd rather drive to San Jose to a Verizon store. read more

This Verizon location is by far the worst retail Verizon location in California. I dropped $315 on an upgrade from Droid to Thunderbolt, Bluetooth worked for 4 hours. Went to store and was essentially told tough luck by a tiny customer service person Todd! Went back a day later and returned the phone. This is a major issue for Verizon and HTC. Don't buy until they fix the hardware and software. read more

This store has high turnover of sales personnel and store managers. Went in this evenimg and waited 40 minutes for a store manager who was a no-show. Convenient location, but I wouldn't go backdo to poor customer service. read more

Stopped by to see about converting from AT&T to Verizon and Francisco was so helpful. He offered to get us a couple of quotes with the phones we wanted in different plans and wasn't pushy at all. He was very patient while we made our decision and help us get the new phones set up. We were greeted right away when we arrived and are pleased with our purchase/transition! We would recommend going to this location! read more

I was so happy about my recent Verizon Wireless store experience in Capitola at 41st Ave. that I called home to tell my mom about it! I have a new Motorola Moto X and needed some help with features. After a warm welcome at the front door (thank you!) I didn't have to wait long in the new "smart store" until Christa came to my aid. She was so incredibly friendly, patient, helpful and knowledgable about my phone and the Android operating system that I wanted to commend her publicly here. Christa's customer service was excellent, I learned about the features of my phone I needed, plus Christa gave me some tips about other apps she liked and we upgraded my OS to the current one. I also learned about other new products in the store like the Jawbone bracelet and am excited about the store's grand opening (double the space) slated for March. Keep me posted. Thank you! read more

I don't know why people are giving this place horrible reviews. I've been a long time verizon customer and very satisfied all this time. I like the new layout and everything is fresh and updated. To the person who is going to small claims court . Your gonna lose. You could have just said NO thank you. I don't think you should mention people's names on here. Just not the place to do it. The guy who helped me the other day was very nice and helpful. read more

Oof, the customer service at this store was atrocious. I'm still mad at myself for not getting the name of the person that I spoke to yesterday. I walked in to replace a broken phone that was due for an upgrade anyway. Let's face it-- I was an easy sale since I was planning on walking out with something purchased. The man that I spoke with recommended the Droid Turbo. When I asked if they had the blue one, he looked in one drawer, didn't see it and said no. When I asked if another store in the area might have one, he said "probably not since we have the largest inventory around." After about a 30 second pause, he told me that he guessed he could at least check. Turns out, they had 2 in their back room inventory. Was that so difficult to look? Okay, so moving on to the plans. He told me that we seemed to be paying too much for our plan and mentioned another one that he thought we could benefit from. Okay, something to look into. And then he launched into Verizon Edge. When I asked what the difference was between the contract, all he could explain to me was that they were basically the same price but that I would be paying for the phone over the course of two years instead of upfront. He kept writing numbers down on some slip of paper that the store provides the employees to attempt to make sense of things. Another customer next to me seemed to share in my confusion of the slip and what the benefits of the plan were of the Edge program. I asked several questions regarding what if I paid for the phone up front, what if the phone is defective--basically what are the advantages and he wasn't able to explain it in a clear manner and instead told me that I was the only customer he had talked to that was unable to understand it. How insulting. At that point he continued on talking about insurance of the phone and other things that I tuned out by then. I stopped him, told him, "you know what? No thank you." and walked out. I went down the street to another store, only to find out that the previous employee that I had just spoken to had changed my plan without a)asking for my billing password and b)without my consent. As I was talking with this new employee, another customer walked into the store and I overheard he talking about how she had just come from the other store and how rude they were to her regarding her questions of the Edge program, so it seemed to be a common theme. Both myself and the other customer were set up with new plans and new phones at this store. (The store next to the mall). I was not belittled nor chastised for my questions. I also walked out with a phone that seemed to better suit what i was looking for. I would absolutely NOT recommend this store to anyone. Heck, I'd rather wait for an hour at a kiosk before considering going back to this store. Poor customer service and lazy employees. read more

My replacement phone crapped out last night. Been having trouble with it since receiving it as the Verizon protection plan sends refurbished phones. That's not really the issue. The issue is the arrogant and indifferent attitude of the red headed, goateed sales person and his associate who seems unable to make eye contact and therefore talks past you looking elsewhere. When I mentioned the refurbished phone I received has a battery with the lifespan of a fly and a volume control that's never worked, he let silly ol' me know that's not the case (without him seeing my actual phone) as their used replacement phones go through rigorous testing. Wow, a psychic, too! His loyalty to used phones is admirable yet odd considering everyone I know who has used replacement phones experiences major issues with them. He blames the Apple operating system. Funny, I stopped at AT&T after and they didn't share the same snide attitude or blame game. Guess Verizon has too many customers and this their way of making sure other companies get customers, too. How generous of them. They let me know I can buy a new phone and pay for an extra line or get another replacement phone. But, considering the snarky and apathetic attitude of these two champions and symbols of Verizon's continual abysmal service, I've been convinced to switch to AT&T after 15 years as a Verizon customer. Bye, Felicia! read more

Ludicrous. Atrocious non customer service just now when I went in. The man Melvin said there were 8 people ahead of me. Of course he said I can not use their bathroom. There were 5 other employees standing at the door talking to him. Huh and I did not see 8 customers waiting. I asked if he could look up how long I've had my cell since he said if I've had it longer than one year it is not under warranty and I'd have to pay to get it fixed for the problem I'm having. He said no I have to wait to "get help" ummm that is not help. It will take all of 10 seconds to look that up. So I ask an employee at a desk who has a computer. He says no. I could have just called customer service before I came in. WOW! He even is smiling a smurk. Finds it funny I am frustrated. He says I too have to wait to "be helped" that is NOT WHY I CAME IN. SO I decide to look up my verizon account online...I can see how long I've had my cell. turn on wi-fi and it does not turn on. I ask the first employee walking by "do you have wi-fi in here?" he says he doesn't know. huh?!? rushes past me. and the first guy Melvin says again I have "to wait to be helped" OK I WAS VERY ANGRY THEN. I SAID "I HAVE TO WAIT TO BE HELPED TO FIND OUT IF YOU HAVE WI-FI? I PAY $83 DOLLARS PER MONTH AND IT'S HELPING ME TO TELL ME IF YOU HAVE WI-FI? I HAVE TO WAIT FOR 8 PEOPLE TO BE HELPED FIRST TO FIND OUT IF YOU HAVE WI-FI?" HE SAYS TO PUSH WI-FI ON IN A CONDESCENDING MANNER. OMG. I SAID I KNOW HOW TO PUSH WI-FI AND I DID WHICH DID NOTHING. HENCE THE REASON I ASKED "DO YOU HAVE WI-FI?" Wow. And I told him they have him and 5 other employees doing nothing but talking to each other. And him? Just standing at the open door with air coming in. He was being 100% passive aggressive. I will be calling a manager tomorrow and letting them know what happened. And I hope the manager cares. I did not wait. Did not find out when I got my phone of course nor if they have wi-fi in the store. or why my cell is loose in the charge port....which is my original question. **I GOT MY VERIZON CELL FROM THE KIOSK IN THE MALL BY THE FOUNTAIN. WHICH WAS A VERY PERSONAL AND PLEASANT EXPERIENCE. I'D RECOMMEND PEOPLE GO THERE. read more

Joey Alva was terrific. I went to upgrade my phone and transfer data. He was patient, cheerful, amazingly competent. Others in the store also seemed cheerful, busy and competent. An excellent experience. read more

How does Verizon make buying a new $600 phone such a miserable experience? I tried to get two phones but they didn't have the case color in stock. Settled on one model but the case I wanted was out. Settled again. Long wait time, indifferent salesperson. Next phone I am leaving Verizon. read more

Many thanks to Maria at this location! We came in on a Friday totally frustrated with T-Mobile. We'd been with them for over eight years and their customer service has taken a real nosedive. Maria was the best. We weren't sure what we wanted, what we could afford, etc., and she was patient and cheerful and helpful and, above all, honest through the whole thing. We switched to Verizon today - if you're looking for above-and-beyond service with a smile, hit up this location in Capitola! 10/10 would recommend!! read more

GREAT EXPERIENCE I drove through the afternoon traffic to go to this Verizon store yesterday and I was so glad I did! I was taking my husband in to get a new phone for his birthday and considering one for myself. We were greeted warmly by the greeter as soon as we entered and told that we were next in line. We weren't even in the store 5 minutes before our salesman, Todd, approached us. My husband was trying to decide between two phones and Todd was very informative, going over the pros and cons of each. Once hubby had picked out a phone, we wandered over to the accessory wall to pick out a case. He had seen one at another store that wasn't on the wall and mentioned what the packaging looked like. Todd went into the back room and came back moments later with the exact case we had been looking for! After hubby had been taken care of, Todd took a look at our phone plan and found a way for us to save $50 a month - good news for me, since I'm the one who pays the bill! We happily re-upped our contract and I decided to get a phone for myself also. When I chose the 49ers case for it, Todd looked happily surprised and then gave me a high-5! I then asked about getting a speaker for my phone, as I am part of group that dances outside and there have been times we have been without music. Todd showed us an amazing speaker, asked me what kind of music I liked, proceeded to find it, put it on, and dance for us! Who could resist that?? I bought the speaker too! As we were leaving, my husband, who has been a salesman himself for many years, turned to me and said, "Todd is a GREAT salesman." I agree. Such a good experience - it's so nice to be happy with your phone carrier! I highly highly recommend this store - and ask for Todd!! (If you look at the speakers, he might even dance for you!) read more

i have had too many unpleasant experiences with Verizon. they are too big to care for their customers. The manager who just " helped" me, is no manager at all! shame on you Verizon for your culture of not taking care of your loyal customers. what goes around read more

Professional staff, very informative! I've gone to indirect stores in the past and even though they seem cheaper the prices are the same after rebate and the staff at indirect locations are not trained at all. Verizon on 41st worked with me and the management staff there was very nice along with the lady that helped me. I rate them a 5. And yes they are busy but this only because they are dealing with technology, when has this ever been an easy process? Besides, they are busy because they are the only ones that can really help- indirect places ( Capitola Mall location) only sell you the products but cannot help when it comes to issues. read more

I was in town for the weekend and was having issues with my phone so I went into this Verizon for some assistant and was very pleased with the results. After taking a look at my Incredible to see what could be the matter, they came to the conclusion that it needed to be replaced. I was out of the store in less than 30 mins, mind you it was steadily busy when I walked in. All the employees seemed to be doing their job and everyone was busy but everything was under control in the store. The manager Eric, was very welcoming, and made sure all the customers were being helped or were at least acknowledged, unlike other stores where I was in and get ignored for 15 minutes! I wish my local Verizon stores in San Diego were as great as this one in Capitola! read more

Really not customer friendly. Info not same between "Verizon" customer service (it's not really Verizon, I learned) and what existed today at the store. Seemed they expected a sheep customer, not a human. Verizon, please pay and train your store employees appropriately. We're not Eastern Europe. read more

Santa Cruz CA Verizon data service is causing me pain due to data capacity overload. The worst example is the 41st Avenue area around the shopping mall. It is throughout the day, everyday, you can count on it. During late afternoon the area around Shoppers Corner grocery store is overloaded every weekday. In my travels around the San Francisco and Monterey Bay areas I have had my streaming music interrupted so often that I bought an iPhone with 128GB of memory and filled it up with all my music so I don't get frustrated with streaming interruptions. Then I cut my data plan in half. Verizon does have good signal coverage generally but that means very little due to the data capacity overloads. read more

Terrible customer service at this Capitola store. ZERO STAR for this store if I could rate. The store is not even busy at all this morning, they had more customer Services Representatives at the floor than actual customers but they just let each customers wait for a LONG time without checking on them. One customer wanted to get an estimated wait time since she has been waiting for a while, no one helps her. no one can tell her the estimated waiting time. I waited for more than 30 minus for a very simple service (getting a return package from the store to return my old iphone 6). The guy asked me to wait there and then he disappeared. A few other customer service reps were at the floor but they were chatting something with each other and completely ignoring the waiting customers at the store. I finally left without the service. Verizon takes so much effort to gain new customers, this store poor customer services can easily loose all the customers. The store manager is doing poor job to manage the store. read more

Terrible service. We went in to buy two phones. We didnt mind waiting over an hour because we wanted to do this. The guy we got was disinterested, not helpful, and brushed us off. He didnt even try to sell us a phone or offer suggestions. We will find another company that wants to sell us something and will give us some option suggestions. We were ready to spend money and came away very frustrated and unhappy. read more

Dealing with any cellular company is a bit like having to go to the Proctologist. You know it is gonna be a pain in the butt...but you have to do anyway. Same as dealing with this Verizon store. Never seem to have enough staff...and I'd like to blame it entirely on management at the store...but in truth having overheard many customers dealing with the staff....I think the problem might just be the customers each take so darn long to resolve their issue it slows the process down. Once helped the staff has always been efficient and helpful. Now if only they could get more clerks. read more

I've purchased 2 iphones in the last few months and each time they tagged on "total mobile protection" for $17 per phone. THEY DID NOT ASKED IF I WANTED IT, although later Verizon customer service rep said they should have. Glad I noticed it! Verizon credited me $75. This is not the first time I have felt swindled at Capitola Verizon. Slimey. read more