I can attest that I received excellent, EXCELLENT! customer service from Erick, NOT only did he fix a problem I had, after explaining my frustration and disappointment he had tremendous patience and knew how to get everything done properly with ease. What I had was not a small task because I witnessed him juggle multiple things, simultaneously. He was honest and straight forward. After he looked at my current plan he was able to figure out the problem and switched it to a better one, gave me various options which lowered my bill. Whenever I need help, you can bet this will be the first store I will go to. I've been to several other Verizon stores and this one truly stands out from the rest. Thank you Erick for resolving an issue I had. If you need great assistance ask for Erick he will steer you in the right direction. read more

Stephanie helped me get my phone set up . Great and courteous service . Tech support over the phone couldnt get me anywhere , but she got every taken care of . read more

Thank you, FRANCISCO!!! You're the BEST!! I walked into the store feeling extremely frustrated by the fact that Ive called customer service 2x and went to the store to actually see humans 2x without any luck and felt like I've been sent on a run around trying to bring in my 2 old phones for my trade in. I was on the verge of canceling my Verizon account altogether. Francisco was very nice and calm while I was upset. He listened to my problems and figured out the issue and then found a way to resolve it. Although I came in upset, I left the store super happy thx to his excellent customer service. read more

To the saleswoman that could barely deign to help me last week. Try acting interested in your job. Be engaged with your clients. Lose the LONG pointed white alternating red fingernails w gems on them. Not professional, is distracting, and look unclean. You could have had a client but your manner, disinterest, and dismissive attitude lost business for Verizon. (you can look those adjectives up in the dictionary). read more

Great customer service, I was in an out within a hour.. thanks Gilbert for you help..

Today, I went to the Verizon Wireless store in Gilroy on 1st Street to update my son's phone to the iPhone 16. Despite having an account with Verizon, I was turned away from buying the phone outright. I was told I could only get the phone if I financed it, which would be $80.00 per phone. This would increase my monthly payment from $80.00 for two phones to $160.00, plus additional costs due to financing the new phone. I explained that $160.00 was too expensive for my budget, and he mentioned another plan for $120.00 a month plus. I declined, and his attitude changed as he suggested I could go to an Apple Store to get the phone. I said okay, thanked him, and wished him a happy new year. My son and I discussed the experience and concluded that the salesperson didn't seem interested in selling the phone to me outright, despite my preference for month-to-month payments. It felt like he just wanted me to spend more money. After I declined, he dismissed us with an attitude that showed he didn't care about losing the sale. It doesn't make sense that I can finance the phone but not buy it outright. I will never go to that Verizon store again. In fact, I am considering switching to a different carrier altogether. read more

Terrible customer service. We checked in, there were 3 service reps in the store . Everyone disappeared and left us waiting for 30 mins. Another customer came in, waited 10-15 mins, and he had a question. No one... it said we had one person ahead of us in the queue and there wasn't anyone in the store before us. The so called manager came out and said people were on lunch. They left us hanging and other clients . Honestly, this is the norm for Verizon, bad customer service seems to be part of their culture . read more

This has to be the worst Verizon store. IN stead of them helping you they always direct you with a 800 number. We walked in to cancell one of lines and they did it again. 1 hour later we went to the morgan hill store and they helped us cancell the line. I will never buy anything from that store. Actually im now going to complete cancel all my lines and go with AT&T. ENOUGH IS ENOUGH read more

After having a long, supposedly unfixable, battle with my phone at another outlet I finally threw in the towel and headed to Verizon. Within minutes I got assistance and made the decision to ditch the phone from hell I brought in and got set up with a new one. Being somewhat of an e-dolt I dread switching phones because something goes wrong. Not this time. I got walked through a streamlined process and left with a new phone and no more trouble. If you want smooth transition and 5-star service go ask for Shandella and know you're in good hands. Thanks! read more

At least they are consistent. Left a 1 star review years ago. Seems they haven't lost their touch on service and personality and communication. I get better results when I call Verizon than when I go to my (local) Verizon store. I will add i get subpar service constantly at this location. Cant say id give 1 star to other locals. Waited hour to get some help for Google Duo only to be told after the wait a $30.00 charge. Lifetime Verizon customer, still will get my $120 month but will bypass this useless location. Fun Fact: Verizon customer, same # since 2003. Not sure more pissed off at, the $30.00 nickel & dime charge, or the stiff (Specialist) who knew I didn't know about said charge, and while I walked out after a 85 minute wait smugly said, "Have a nice day." read more

If I can save one person from going to this store, my job is done. A few years back I went in and was overcharged, it took a month to pay me back. I was going in today to send my iPhone back for a credit. A store rep says to me, "we'll be with you in a couple of minutes". I look at all 3 reps and can tell none of them will be ready for a long time dealing with other customers. That same guy then asks his co-worker, "you know how to change a sim card"? I'm looking at these other reviewers (low ratings) and am like, please people. Save yourself time and frustration, either shop elsewhere or order online. To Verizon: We know we are just a number to you. But do you have to make it worse with your inept staff and stores? read more

Recent experiences in the store were improved and getting an updated phone was easy and transparent.

The Representative attitude was way BAD! He behaved like an idiot and ignorant...! He just sent me out without any explanation and just said we are done here! read more

The service team at this store has a very poor customer service, from manager to customer service representative they all have a very poor manner, they don't know how to welcome customer to the store and they all lake of smiling. The way they serve you just like they don't care. I would rather renew our phone online rather than come to this store. read more

Verizon is the most customer unfriendly company in the history of the world. Don't go with this company if you want customer support. You will be mostly dealing with AI. I am considering going back to AT&T just because this company, who I pay 350 dollars per month does not value its customer base. read more

I've been a customer of Verizon since 1990's although I k know I'm paying way to much for service I'm loyal to them and have my family plan for me and my daughter . I bought a new iPhone and was told by customer service if I had problems activating it to come into the store and I will get help. I come I. And I'm told for 29.00 they will activate it?? I spend 300 a month for two lines ?? Really? I know they do t care about their customers so I'm sure they'll laugh at this. Do yourself a favor and look at other options before using this carrier. read more

Today I was attempting to resolve an issue that I'd tried at a different location to do before as well as tried to resolve myself via the Verizon help line - all unsuccessful. I entered the store at this location hopeful that finally, I'd get the help I needed. JESUS was AWESOME! He was very patient in helping me; guided me all the way through getting my issue resolved. I left the store a happy camper, my issues completely resolved. Thank you, Jesus! read more

I had to turn off my dad's phone since he passed away and they couldn't help me. So I had to drive all the way to Gilroy. After turning off the phone after providing the death certificate they still billed him. I then had to go back to Gilroy and settle. They then called customer service again. It still wasn't settled read more

On Sunday the 10-04-21 @ 1550 hrs my mom and I showed up to get her a prepaid account and to migrate one of my numbers for her to take with her. and when we arrived the guy named JESUS started to ask if we had an appointment and i said no , so he said that he would help us, so i told him i need to migrate one of my numbers to prepaid for mom, his response was again what did i want done today , seriously i was clear what i wanted done and he started to talk to mom and i stopped him and told him to address me since im the owner of the number we wanted to migrate , so he started to give me an attitude , and thats when i told him to stop the attitude and his response was ok well i dont have the time to help you and since you dont like it theres the door you welcome to leave , so i told him that i wanted to talk to the manager and 5 minutes later a guy came out with no name tag or business card saying what his title was . i have been with verizon for 10 years and shopping at the Gilroy store for 10 years , well thats going to change , not only i wont go back to that store knowing the guy JESUS is still working there , i have filed a formal complaint against him and the store for not taking me seriously and trying to pass me to a guy that claims to be a manager without any name tag or business card ... the only way i would go back is if JESUS is no longer working there . the formal complaint has been filed and i will not stop till that guy is fired period . LT E M Los Angeles Fire Dept FEMA -CAT-F1 Search and Rescue read more

Absolutely the worst customer service we have ever received. Received replacements for our biz phones, couldn't get them authorized through Verizon tech support, advised us to go into the store, and once there the rep named Mike was incredibly rude to our employees, demanded information as if they worked for him, told him he couldn't help them, and then proceeded to try to charge them for the visit. I will never work with this store, nor Verizon, ever again. They don't deserve anyone's business. read more

Thank you to Ray for helping me today. I was so frustrated and could not get help over the phone so I drove down from Morgan Hill to speak to a human. He was extremely helpful band understanding. Definitely saved me from cancelling my service! Highly recommend this location. read more

Jesus at Gilroy Verizon is wonderful! He is pleasant, patient, informative and professional. He puts himself in your shoes, thinking for you. He is my go-to person. Jesus is such an asset to Verizon. I love his outstanding service! read more

today me and my mom had went into this verizon to upgrade my phone and start a new plan for me. as soon as we walking in we were greeted very nicely by a guy (not sure his name) but this is the only reason i'm actually giving them any stars at all lol. we had been helped by a guy named david he was nice but honestly didn't really wanna seem to help us that much. the other men in there had just given me and my mom very dirty looks and did not look interested in being there at all, i was very uncomfortable and will no longer be going to this location at all. Please save yourself and go to either morgan hill or Monterey. read more

As always, this store rocks. I've bought 3 phones here over the years, their service level and expertise just rocks. After a Hollister Verizon franchise store wasted my time, a short drive here and they had my Xs working fine again. We chatted about a new phone when I asked, but the Manager said he's happy to sell, but mine should be fine. Smart move- more trust built. No line, walked in and they got right to it while I had Apple Tech Support on the line. Out of there in 15 minutes a happy camper. read more

Excellent customer service! Chuy was very personable and super helpful. I would recommend this Verizon!

Would not recommend going to this store. Bought two Apple Watches and my customer service rep had no idea what he was doing. He never activated one of the watches that we upgraded and now we know why it hasn't been working well. Avoid this store!!! read more

I needed to upgrade my iphone and received great service by the staff here. I was able to activate my new phone at home with some coaching by my sales rep. read more

Drove 30 minutes to get here, several employees are just standing around, but they can't help us because we don't have an appointment!

So I've been in this store 3 times. The first time was no issue was in and out in less than 30 minutes. I went in the second time to get the new iwatch and was in the building for over 4 hours! They could not get my watch to have service. Needless to say I was told it could take up to 24 hours to receive service. The real issue was the iwatch app needed to be updated however they do not have WiFi for us to update it. I was literally without the watch for a week. As I live out in the country and the WiFi we have would not update the iwatch. Final time we went back in on Friday to get a new iPhone for my mom and dad. Took forever!! Then to walk out the store thinking everything is good to go on the phones but have to spend the weekend trying to fix their phones cause they weren't update so certain features were not working for them. Why does Verizon sell products without updating them for the customer before they leave? The staff is amazing super friendly. Just wish they took the time to make sure the device they sell are literally 100% ready before the customer leaves out the door read more

My mom wanted to get a new phone today and was helped by Shandella. My mom doesn't speak fluent English, so naturally, she gave me a call to translate things. I worked with Shandella, who informed me of the situation, and together we were able to pick a phone that was right for my mom. I was blown away by how patient, knowledgeable, and thoughtful Shandella was. There was a lot of back and forth between my mom, and I'm pretty sure I asked Shandella the same question several times. It would've been annoying to anyone, but Shandella had a fantastic attitude throughout the process and didn't make us feel rushed at all. She also assisted us with other things on our account, and helped us tremendously. Shandella really cares about customers, and does her best to ensure customers are happy with their purchases. After speaking with her, I felt confident I made the right decision. I don't know what we would've done without her help today! Thank you Shandella :) read more

Shout out to Jesus Avalos!!!!! He has provided EXCELLENT customer service time and time again. My family and I have been customers at this Verizon location for 10+ years and always request Jesus for our plans/devices needs. Jesus is so patient and knowledgeable with all plans and really cares for his customers insuring we understand every detail before making changes, upgrades or purchases. I'm telling you all I have been to various Verizon locations in the Central Coast, Central Valley, and now currently Southern California and hands down this location alongside Jesus have been the best service I have EVER received at any Verizon location. I recently made a device purchase and drove 5+ hours to get a appointment with Jesus A. Thank you Jesus for all your help throughout the years!!! My family and I hope to continue seeing you for many more years to come!! read more

This review is for Lolli Lolli provided excellent customer service. My husband and I came in to purchase a new phone and she was very knowledgeable and was able to point us in the right direction. Even though the store was closed by the time we purchased the phone, she took her time to make sure my contacts and applications were installed (Apple). Thank you again Lolli for providing excellent customer service. read more

I've always hated my experience at Verizon. A phone company treating your cell phone purchase like you are buying a new car off the lot is just absurd. I walked in and was told expect over an hour wait. I left and called in the next day to make an appt. To avoid the wait. Made the appt. For 3p.m. and the employee never booked me. So I ended up waiting another 30 mins when i showed up to get 3 questions answered. The employee lied to me and said the 50% promotion ended today (Fri. 26th) when it really ended on xmas day. A day they aren't open! Best buy has been jumping through hoops to try and help me (Thank you for the efforts best buy) Verizon in gilroy has to be one of the worse stores to ever experience in gilroy. I'm sick of it. read more

All I needed was a new iPhone case. I walk in and am promptly greeted and asked if I need assistance. I am told I can't just walk in and buy a case. I first need to give them my name and wait for assistance. Then, when when someone from the sales team calls my name I can look at the cases they bring out from the back, not the cases Im starring at in front of me. really??? In ten minutes, my name is called, and the same woman from before, asks me what I am looking for (face palm). She scurries off to the back to retrieve a basket assortment of iPhone cases, all the same cases that they have on the rack that I have been next to for ten minutes (face palm again). I pick up the first case I see and then tell her I am ready for checkout. I need to give her my name again... i need to then give her my phone number... Then her special "techy tablet checkout device" freezes midway through the transaction (face palm #3). The second tablet she grabs, no kidding, dies midway through the transaction. Third time is a charm, and I swipe my card and leave as quickly as possible. Next time Ill just buy one off of amazon. read more

Been with Verizon for 25 + years! Yes they are higher but you can't beat the service. Today I went to do an exchange Albert helped me and he was so kind and patient. He is truly amazing! Very knowledgeable about all the products and all the plans they offer. If you go in ask for Albert. He is very handsome as well! read more

I have had Verizon for several years.... unfortunately I had lost a phone and had to go in to get a new one...Let me just say I was better off ordering it online...the service here is less than desireable....Is it really necessary to put your customers down or to just down right be inconsiderate? Isn't it the customers that keep the store in business? I am a huge fan of Verizon Wireless the company just not this particular store in Gilroy...I have done all my other Verizon business online since that particular incident! read more

Wow I hate Verizon. Nothing against this location in particular but the company I hate. Contracts suck. Early Termination Fees are bullshit. Per text messaging is bs. They might have the best network but they have the worst of everything else. I got MetroPCS and I get dropped calls and my network is only in the bay area but it fits my needs and I can quit whenever I want for free. No contract and my bill is 53 dollars a month guaranteed. I call anyone in the USA anywhere anytime for as long as I want and it's always 53 dollars a month. Don't get me started on Verizon. read more

This review is specifically for Claudia who helped my daughter and I today. I had ordered a new plan and phone and went into the store to pick it up. Unfortunately, anything that could go wrong did! But claudia worked hard to overcome numerous obstacles and did everything she could to keep us smiling the entire time. I highly recommend her and will go back to see her for anything I ever need! read more

Our sales advisor Gilbert was very friendly and knowledgeable but unfortunately the store manager was not. We had been part of Verizon for many years, never missed a payment and had every intention of upgrading our phones and even ADDING 3 extra lines for our kids. We agreed to everything in terms of monthly payments and new phones but when we asked for some type of loyalty help on activation fees we were swiftly and quickly denied. When I asked if we can speak to a manager to ask for help directly because we didn't want to be forced to switch carriers we were met with, " sorry but my manager is getting ready to clock out to go home so he won't come out and talk to you" that truthfully hurt considering how long we've been with Verizon and when I let the sales rep know we will be checking out a different carrier he just said okay and wished me a good day. Very dissatisfied with Verizon. read more

Can I make an appointment? I'm not really sure what to expect from one of these places but I avoid it like the plague after several way longer than necessary trips here. I'll go to best buy or the apple store to take care of my phone needs. If you're going to replace my phone with a refurbished one you think that all the buttons would work. Seriously there are much easier and faster places to get a phone and use your upgrade. read more