I went into Verizon today to get an update on my software, but for some reason my phone wouldn't take the update. (major bummer) I did not want another phone to extend my contract, so the nice sales associate (Joshua) gave me another (cheaper, very cheaper) option. I left happy and with my phone working like it was brand new. There was a greeter at the door who was very helpful, along with several other associates who were fun to chat with while I waited. Overall, a great experience. I would go back to this store. 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

Can you hear me now? How bout now? Ok good. Love Verizon. I left them to save money but eventually came back. I've never "lost a call". The Verizon here in Gilroy is really nice since its fairly new. The parking lot gets full and crazy since its in a strip mall type place. Everyone there is really helpful and friendly. There was even a greater at the door when I went. 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

This is what I'd call the *real* Verizon store for this area. There's a small one in Morgan Hill but when you have a problem they're like, "uhh, we can't fix it..." so you go here. This is a serious, busy, large, Verizon store. There are a lot of people here and if you have a problem, chances are very good they can fix it. In 5 minutes? No, probably not. I am not a big fan of cell phones and the Verizon plan I'm on only makes sense to the cell phone industry, to put it shortly, it's a pay-as-I-go plan and apparently, what I agreed to is, every 90 days, if there's less than $50 in my account, they uhh, take it. (Que South Park video clip from Margaritaville..." And it's gone".) Since I only use about $20 worth of cell service a month, this plan works out for me but it's jarring having $35 just .... go away. That being said, it's not the fault of the personnel here, and this is the one place within 30 miles where they can dig into a problem and solve it. I can also see that if I ever want to buy an iPad, I won't have to go up to Palo Alto to get one. The thing with cell phones is, everyone has one so if you need to be in contact with people even if only every few days, you need one. And Verizon has the best coverage and you save a bit talking to other Verizon users. Do without a cell if you can, but if you' can't, go here. read more

Excellent customer service at this Verizon store! My mom and I went in to add her phone to my plan. We were expecting a long wait and planning to be there for a while. To our surprise, we were helped right away and it was a quick visit too! Shandella was incredibly helpful, sweet, and actually pretty fun during the process! She helped walk us through each step and it was done fairly quickly. If we ever need assistance again, we will definitely return to this Verizon store and hopefully when Shandella is working! read more

By far the worst customer service I've ever received in a Verizon store. I wasn't greeted when I walked in even though to girls that were helping customers looked right at me. I was waiting behind a girl who also looked like she was standing there for awhile. The vibe was very depressing, one girl who had her hair sleeked back in a pony tail had the worst look on her face, like she hated her job and didn't want to help the person she was. No one had a smile on there face, just some energy in there made me want to walk right out. Finally the girl who was suppose to check people in came from the back. She wasn't very pleasant either. All I came in for was to transfer my mom's contacts and buy her some accessories for her new phone but she said they didn't have the machine to do it and didn't even bother to try any other option or look into a way to help me. So lazy!! So I left and went into another Verizon closer to my house who took the time to help me and got them transferred. I bought accessories and added a tablet line. I don't recommend anyone to go here. Hopefully they hire people that actually want to help people and enjoy there job. read more

Lupita was sooo helpful I went to two other Verizon's who's employees had no idea what they were doing before coming here. Lupita was very knowledgeable and made my experience soo easy and enjoyable. read more

I highly recommend the service of Verizon ,but I do not recommend Verizon on camino arroyo in Gilroy .There customer service there is terrible (jesus)the Verizon rep was horrible .VERY RUDE AND UNPROFFESIONAL .also the first rep who help me ,cant remember name but she's short dark and overweight with a tattoo on her side hand ''telling her customer you need to learn to pay your bills ..after a long day at work and phone got broke on the job site I contacted Verizon wireless customer service about a replacement ,was asked to go to Verizon store and get a replacement .paid my $234.00 bill and still got nothing evan after customer service has notated the account about the phone replacement ..HORRRIBLLLE SERVIICEE MR. AMAYA read more

Verizon Wireless unlimited data plan is useless. Always stops working it's not worth the cost. Especially if you use social media, YouTube or streaming video services even simple web browsing . It becomes super frustrating and annoying when you cannot use your commonly used apps and paid services with out data going offline interruptions every single second. I have an iPhone XS max 4g so there should be no excuse for Verizon services to constantly go off line and lag. read more

Laly is awesome!!! She was super helpful and had a great attitude. Luckily we got there and there was no line or wait at all, Laly helped us from the time we came in until the time we left. She answered all questions we had (and there were plenty) and we ended up leaving with everything we needed as very happy customers. read more

Thank you to Fabiola and John for the great customer service today. You both exceeded our expectations with your sincere desire to help make sure our security wasn't compromised. Outstanding! Many thanks! read more

Came into the local store here in Gilroy and was quickly greeted and helped. My issue was my iPhone flashing and opening up apps and also making calls all on its own. I was helped by Shandella who looked over my account, found things I was paying for that were not necessary and absolutely was a great resource and great help. Got my new phone through insurance at no cost to me, and walked away saving on my monthly bill as well. I highly recommend this Verizon store because just a few weeks earlier when I upgraded my parents iPhones, no one took time to look at my account to help me save money nor advise of meaningless payments on things that were unnecessary. I be doing all business here in Gilroy with Shandella and sending my family and friends as well. read more

Great customer service. Friendly and professional and Ray was very helpful. Have been coming here for years and will continue giving them my business. Ray was great and his service is what will keep me coming back... read more

Thank you Jesus and Josh for your excellent customer service. Jesus went beyond to help us out. I'm glad I have Verizon instead of A&TT

I had great service. This would be 5 stars but while sitting waiting for my service rep to finish my paperwork a customer came in that wanted help figuring out how to get the photos off her phone. The male receptionist told her she needed to call 611. Oooops! The older customer had taken the time to come down, had her verizon bag in hand and could have been helped. There was no wait on top of it!!! read more

Today I went in after eating and was greeted and asked if I needed help at first and I said; " I'm just looking around right now." Once I finally made a decision I purchased my product and I believe it was the manager that I told him I needed help with an issue. They got me a representative and she was stumped as I was to. She asked her co-worker I didn't get his name but think it was Issac and then I got my issue/trade in taken care of as well. It took a little bit of time, but in the end I was very happy along with my new case and glass for my IPhone 8 Plus. read more

Horrible customer service by one of the managers. Her staff sold me a product that didn't fit my needs for home internet service. I relied on their expertise. I returned the product the next day (within 24hrs) and was charged a re-stocking fee which was half the price of the product and told that I would get a bill at the end of the month for data fees. The Morgan Hill Verizon has the best service. Will be going there from now on. read more

Okay so I bought a HTC Thunderbolt from this store 16 days ago. I loved the phone; the 4G LTE was awesome and the battery life was not as bad as I heard. However, whenever I would send text messages the text would go to the wrong person, which can be very embarrassing. I called Verizon and they said it is a software problem and even though I was over the 14 day return policy they would still allow me to return the phone for a different model. I go into this store to look at a new phone and I decide on the Moto Bionic. The first gentleman I was speaking with was very nice, after trying to make the exchange he could not do it and handed me off to Carlos the "manager". Carlos told me I could not make the exchange because I was outside the return policy. I told him that I spoke with a Verizon Rep and that they would honor the extension because the phone is not working correctly. He then told me that he still could not make the exchange for the Bionic. He said that if I were to pick any other phone he would honor the exchange but because the Bionic is so new he wouldn't. At this point I couldn't believe he told me this. What does it matter what phone I choose? I'm still paying for the phone. I continue to press him and he told me that I needed to call Verizon back and have them note the account with my problem and they would then honor the exchange. I did so and spoke with another Rep. This rep told me that the account was already noted and that she would do so again. I go back in and speak with Carlos again. He looks at the account and says he still can't do it. At this point I've been in the store for over an hour trying to resolve this issue. I then have him call the Verizon Rep and speak with them, after a minute he goes to the back still on the phone with the Rep. Eventually he comes back out and says that he will not honor the exchange but that I can call the Rep back and handle the exchange over the phone. I eventually speak with the Rep I originally spoke with and I am now getting my new phone on Monday. So I have to deal with text messages being sent to the wrong contact over the weekend. All I can say is that Carlos was rude and did not care that I purchased a phone from this store 16 days ago that does not work properly. He did not even attempt to work with me on the exchange and I believe he had no intention of doing so but was poorly attempting to make it look like he was trying. I still cannot believe that he told me if I were to choose any other phone he would honor the exchange. I will not be going back to this store and will most likely deal with Verizon over the phone because they are much more helpful. read more

My husband and I went there the other day to get a screen protector (which we already had from a previous purchase) and we checked in with someone to let them know our need and he said he would find someone to help us.. We literally waited there for over 30 minutes until my husband asked the woman who was checking people in if we were on that list.. Apparently the guy never put us on the list. The lady apologized and kindly helped us out in less than five minutes. That was a waste of time..... read more

Looking for help from Verizon for a Blackberry that failed 4 times over a two year period. Their solution was a new Blackberry for $300. Have been with Verizon (and previous company) since 1991 and asked for a little "good will" to help off-set the $300 out of pocket cost for an obviously defective phone. The assistance manager, Yoloanda Lopez, couldn't have cared less how long I had been a customer. She had the leadership qualities of a sick ameoba. I had to make an external complaint through BBB to get some resolution. I would recommend taking this route because it can be done on-line and the person(s) at Verizon are motivated to settle these claims. Sounds like Ms. Lopez is not doing well in Verizon's management training program, so don't take her negative attitude. read more

This review is related to charges Verizon added to my internet and landline phone bill without letting me know, and not the wireless service. I just moved to Gilroy and AT&T not available. Who would have thought I would miss their service?? With limited choices available, I arranged for internet and home phone via Verizon, and during the call to schedule the appointment, I was not informed of ANY of the MANY charges a technician visit would include. Over $200 to add a jack and set up the wireless modem (I could have set up the modem had I known there would be a charge). I am really angry that I was not informed of the charges before I committed to the service. Feels like a deceptive business practice to me. I was considering also switching to Verizon wireless before I got the bill in question, but not now....and calling customer "service" is a misnomer. read more

BEWARE of Verizon 4G Broadband to the home! I switched from AT&T DSL to Verizon after getting advertisement in the mail. I compared prices and thought it was a wash, but might be better service on the internet. After careful price comparison, several calls to Verizon, rewiring my home gate coming into my home line, I switched my internet and land line to 4G Verizon to the home. Without any changes to my viewing habits, my bill went up in excess of my agreed to pricing by over $200. I spent hours on the phone with no solution and went into the store for the same bad explanation of; -you must be downloading big files (nope!) -here is a big gigabit download on 6-5-13 (No, I was not even home that day!) -there is nothing we can do about it.....you should be careful how much netflix you watch! (seriously? I don't watch it often and it never cost me before?) Needless to say, by time I stopped the service and switched back to AT&T my latest bill is up over $150!!!!! In two months, I have spent more than $350 to watch a few Netflix movies!!!! Can anyone say "bait and switch?" Don't switch or do like me, switch back!!!!! read more

Best customer service. Roland was awesome! I highly recommend this location. Went on a Saturday not busy at all.

Wow, I was dreading the worst. Weeks ago, I called Verizon 611 on the phone and they explained that my service protection plan no longer covers the replacement of the cell phone when it stops working. In my situation, my volume up button stopped working. So I had to find another way to turn up the sound. If I could give two ratings I would say 1 star for the 611 service call for assistance. Today, I arrived at the Verizon store and I was waiting for the rep to assist me and already planning to switch to AT&T. To my suprise, the rep advised me that he could send me the replacement overnight at no charge because my phone was still under warranty. Nice job to the local rep who saved me from doing the unthinkable....switching to the competition. read more

Sergio is a nice person but lacks in customer service skills - he did not give us enough attention and kept answering personal phone calls while trying to assist my family. We had questions that did not get answered, his explanations were very vague, he had no sympathy with our situation, and ultimately he did not offer us any alternative, which lead me to not renew my contract at the time and to not add another line to our plan. Bottom-line: Sergio made Verizon lose money and customers. Be careful and avoid getting him to "help" if you ever go to the Gilroy Verizon Wireless store. read more

Very bad customer service! Especially Jamie one of the managers. If you can, go to another Verizon. They messed up my IPhone order and were not able to help me. read more

I have been getting products here for years, I usually just run in, get what I need and leave. They expanded a few years back and improved alot through the years. The phones are very very pricey which prevents me from getting a new iphone... $700 yikes. I asked about sales but they said usually only around Christmas only. Anyways, I went in and went straight to the back to get a charger. Right when I get to the back an employee comes up asking what they can help me with and I tell them I need a wall and car charger for an iphone 5. He showed me what they had, a pack with both which saved money. So I bought it, he mentioned about the unlimited data plan, it was actually $3 cheaper than what my current bill was. I was there maybe 5 minutes total, nice and fast. read more

I went in here to do a simple transaction. Get a screen protector for my iPhone, the UE boom and talk about getting my discount. I was told I was the next person, well then there was a couple people that came I that wanted to start new service with Verizon Wireless and they took them over me. They where slow in helping other people it seems better to call them directly. read more

3rd time back to store. Told 40 minutes. 1 and a half hours later . Still waiting. They suck

Do your homework first. I was told by a sales rep there that I could get a $100 rebate thru the manufacture if I got the phone TODAY. Yah, right!! Good thing I didn't fall for his BS. There was no such rebate. Feel like I'm dealing with a car salesman. read more

The staff is helpful and energetic (although very classic "salesmen"). There is often a wait for help, but that's just the way it goes.

I come here a lot and normally get great service. I wish they had a more versatile service selection of accessories.

This store was very rude. They told me that they couldn't help me because I didn't buy the phone from their store. I asked them if they could put on the new screen protector i brought with me and they begrudgingly said fine, but only after laughing at me and telling me I could have done it myself. They said it wasn't their responsibility because they were not a corporate store. While putting the screen protector on they broke it and told me that it was my fault when they were the ones that took it out of the box. Most of the employees at this store are very rude and the manager allows the employees to treat the customers badly. I will never step foot in this store again!! read more

This is the worst verizon I have ever experienced. There was a girl waiting for an hour and we were after her well when the owner of king egg rolls walks in with a tray of eggs rolls he was treated like royalty even the girl that was on her break went back to work just to help this guys out! Lesson learned next time bring food and maybe we will get help faster!!! read more

Bought a smartphone there this morning which locked up twice by itself. On my third trip, I intended to return it and exchange it for another make/model and pay the difference. I was told by the manager that there would be a $35 re-stocking fee. Get that? A $35 fee because their product was defective. I explained that I was an 18 year customer of Verizon and this $35 fee was a business decision that was going to cancel my service with Verizon. He just shrugged his shoulders and gave me a silly smile. Well...bye. I called Verizon's customer service to confirm the service cancellation who told me that they would have waived the fee. Too late! read more

I have purchased phones / accessories from a variety of stores over the past 10 years. This was by far the Best experience. Someone greets you and puts your name on a list so you can roam around without losing your spot. The employee (we'll call him 'Bob') was incredibly knowledgeable. He took time up front to determine what my priorities were before suggesting a few models. finally felt like I was being sold a phone for me, not because a reseller was trying to clear stock. The check out and data conversion was efficient. I suppose many customers do their research on-line and just come in to buy the one they want - but if you want assistance, Gilroy Verizon is the place to go. read more

I went in there a couple weeks ago and was helped by Joshua l. He was super professional and helpful when I went in there with questions about my new Samsung device. read more

This is to counteract my review of 2010. I no longer remember the issues described and they have been very helpful ever since.

I wanted to start service (Verizon has the best coverage in the area where I work), purchase a Samsung Galaxy S5 phone and a mobile Hotspot. I had already done my research and knew what I wanted. I had received such terrible service at another Verizon store that I walked out. The following weekend, while visiting relatives, I wandered into the Gilroy Verizon store. I waited only 5 minutes for a sales representative. My customer service person (Gabie Delgado) was knowledgeable and efficient. Old phone number ported, new smart phone and new mobile Hotspot in 20 minutes. I allowed myself to be up-sold to a "free" tablet (don't do it!)... but that's my bad, not Verizon's. The store manager even came over and asked if I was satisfied with the service. This review is for the Retail Store - not Verizon in general - so I graded accordingly. Note on Verizon: I work in the Central Valley and Verizon has the best coverage, hands down. Be careful about Verizon's business and sales practices - do your research in advance. For example: Verizon is one of the few carriers that allow their smartphones and tablets to work as hotspots. Four different salespersons failed to point that out to me when I looked at mobile hotspots. read more