I had a great customer service experience with this location. I came in and waited about 3 minutes when a customer service rep came over to me. I was there to make a payment. She took me over to a kiosk and guided me through its usage. It was fairly easy. She stood by as I finished and give me a print out of my receipt. Best customer service I found here which is rare these days. Glad customer service is still alive. read more

I have never felt this humiliated in my entire life Since I meet Alejandro the assistant manager I purchased a phone and it came out bad it was under warranty only 2 weeks old I addressed my concern with Verizon on phone and was told to go to the store and get it change for a new one as soon as a walk in and express my concern the assistant manager told me I had to pay out of pocket and that I could have been lying about my phone not working so I had to pay even when I clearly told him that it was on the Verizon notes I only had to come in and exchange it under warranty .Alejandro refused to do so calling me a lier that on his point of view the phone seems good and if not I had to pay out of pocket for what ever I saw wrong on the phone , I've been with Verizon for 7 straight years and never have I ever experienced something like this Very unprofessional read more

[[HIGHLIGHT]]I am furious with this location[[ENDHIGHLIGHT]]. [[HIGHLIGHT]]I processed an upgrade online and ordered my new phone for pick up at the fremont location.[[ENDHIGHLIGHT]] I receive instructions to return my old phone to this Verizon location. When I go to the store, the guy that helps me tells me he wouldn't be able to honor the credit Verizon showed me, only $100. [[HIGHLIGHT]]I told him I'm just here to return the phone following the instructions.[[ENDHIGHLIGHT]] He goes to chat with a manager (I assume) and he tells me the same thing. Here I am one billing cycle later paying $225 because I didn't return the phone and that money isn't being applied to my phone balance. Are your reps not trained? Very unfortunate experience. read more

Scammers, if your thinking about getting service with Verizon, don't get the insurance. It's all a scam! It's not worth it Don't let them try to convince you to get it. [[HIGHLIGHT]]Their customer support is terrible!!![[ENDHIGHLIGHT]] read more

I showed up on a random Thursday looking to trade in my phone. However I soon learned that the plan was not best for me as I had an older plan that was grandfathered. [[HIGHLIGHT]]Enrique was a splendid employee who offered me the best options for my current plan.[[ENDHIGHLIGHT]] He was excellent. I would highly recommend this location! PS look for Enrique! read more

[[HIGHLIGHT]]Terrible customer service.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]Michael the store associate was so rude from the get go.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]He had so much attitude for absolutely no reason.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]Just from talking to Michael, we don't even want to buy a phone from you guys anymore.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]We will take our business elsewhere.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]Hire better people. Do better.[[ENDHIGHLIGHT]] read more

[[HIGHLIGHT]]Better customer service.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]I walked in around 330pm on Sat 12/6. When signed in, the computer said there were 2 people ahead of me. I sat and waited almost 1 hour.[[ENDHIGHLIGHT]] There were 4 employees in the store. One was with a family of 4. One lady not with any customer. One was standing looking out like he was waiting for someone. One just finished with a couple the quickly went to the back. [[HIGHLIGHT]]I and another family sat and waited. After about 1 hour i got fed up and left. Then the guy standing offered to "get someone for me".[[ENDHIGHLIGHT]] I dont mind waiting if they were busy, but they didnt look busy. May be this was reason they got several 1 star ratings. read more

[[HIGHLIGHT]]Damn, haven't had such good customer service at any other Verizon store.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]Maye and Pam were awesome[[ENDHIGHLIGHT]] read more

[[HIGHLIGHT]]The customer service agents here are rude af.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]My phone was stuck on SOS for 2 days. I went in to see what's causing the issue.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]Talked to 3 different agents and no one seemed they wanted to help me.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]Instead of trying to fix the issue, they tried to sell me another line and phone.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]When I told the gentleman that another phone/ additional line is not necessary, he had the audacity to tell me to call the customer service line and walked to the back without saying another word.[[ENDHIGHLIGHT]] I am avoiding this location moving forward and would recommend people to stay away. read more

[[HIGHLIGHT]]Attempted to perform an exchange of a phone case, so a store associate named Pam placed me on a digital wait-list for service.[[ENDHIGHLIGHT]] I was not exactly sure of what Pam's role was in the store, but I asked for a price check because it seemed that she was on standby. [[HIGHLIGHT]]Pam unfortunately rudely told me to wait for my turn with another associate.[[ENDHIGHLIGHT]] So [[HIGHLIGHT]]I went back to waiting, then noticed that there was a self check out kiosk that I could use to price check and buy what I wanted without help.[[ENDHIGHLIGHT]] Since I was able to help myself, I went back to Pam to ask to look at the phone cases again. [[HIGHLIGHT]]Unfortunately, Pam was still rude and asked me to wait for my turn rather than hear my question.[[ENDHIGHLIGHT]] After Pam finished speaking, I politely mentioned that I no longer needed an exchange and just wanted to see the cases for self service. [[HIGHLIGHT]]I left the store understanding that people can be in bad mood due to being overwhelmed, but Pam was seemingly doing nothing and decided that yelling at me for asking simple questions and assuming I cannot understand simple instructions was appropriate customer service.[[ENDHIGHLIGHT]] read more

[[HIGHLIGHT]]Came in for help with a billing issue, was greeted by the "store manager" Pam and immediately dismissed our concerns. Told us they cannot help us in store and left it at that.[[ENDHIGHLIGHT]] This is a Verizon "company store" and they can only help you if you are here for sales. Yet I went to an authorized retailer and received more assistance than this store. [[HIGHLIGHT]]Afterwards she got an attitude with us and reluctantly gave us a charger so we could call ourselves.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]I'm surprised at this behavior as this was one of the better Verizon stores, as I never had an issue with them looks like the new "store manager" Pam, clearly does not care about "customer service".[[ENDHIGHLIGHT]] At this point I cannot in good conscience continue to do business with this store or Verizon. read more

[[HIGHLIGHT]]Customer service at this store is so horrible that I'm speechless.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]Please save your time and don't bother to come here.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]If this is how Verizon wants to get rid of its customers, they should hire more employees like the one we just met at this store.[[ENDHIGHLIGHT]] read more

[[HIGHLIGHT]]I came in to buy a new phone and the overall experience was good.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]They were very helpful, but of course kept pushing for the higher price options.[[ENDHIGHLIGHT]] The phone covers were extremely expensive so I would avoid those. [[HIGHLIGHT]]But if you are looking for a new phone and a new plan you could do worse.[[ENDHIGHLIGHT]] Not exexceptional but I would be back for sure. read more

I have never felt this humiliated in my entire life Since I meet Alejandro the assistant manager I purchased a phone and it came out bad it was under warranty only 2 weeks old I addressed my concern with Verizon on phone and was told to go to the store and get it change for a new one as soon as a walk in and express my concern the assistant manager told me I had to pay out of pocket and that I could have been lying about my phone not working so I had to pay even when I clearly told him that it was on the Verizon notes I only had to come in and exchange it under warranty .Alejandro refused to do so calling me a lier that on his point of view the phone seems good and if not I had to pay out of pocket for what ever I saw wrong on the phone , I've been with Verizon for 7 straight years and never have I ever experienced something like this Very unprofessional and I'm very disappointed of the treatment I've gotten The real manager should absolutely talk to the assistant manager "Alejandro Huato" read more

[[HIGHLIGHT]]Bad customers service.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]When I buy, it's all smooth.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]When I return my home internet , tell me wait for like 2 hours just to return items.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]How UPS accept my item is faster than it own Verizon store is wild.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]Plus with attitude "this is not UPS" lol hello, I return Verizon items to Verizon store not UPS items.[[ENDHIGHLIGHT]] That comment is the most low IQ I ever heard. [[HIGHLIGHT]]Your own store accept your own items is slowly than the UPS store but still come out and said " this is Verizon, this is not UPS" is the stupidest answer I ever know.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]Make me wait for 2 hours because I return the items but if I go UPS only take 5 mins.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]Then what I learn out of this experience?? BAD CUSTOMERS SERVICE WITH ATTITUDE!!![[ENDHIGHLIGHT]] Plus T-Mobile home internet is much faster. Why would I want Verizon as my service??? LOL I rather spend my money somewhere else read more

Thank you Omar for helping us out today. He is so kind and clear explanation all details we want to know. We tried Verizon store at east Sanjose was not terrible. Thank you Omar. read more

Went to find out best plan for seniors. [[HIGHLIGHT]]The employee suggested we call loyalty as we've been with Verizon 25 years.[[ENDHIGHLIGHT]] Senior rate raised our bill $15/month! We will be leaving Verizon and finding a new provider. Shame on Verizon. read more

[[HIGHLIGHT]]The best service forever thank you for helping[[ENDHIGHLIGHT]] I have been stay couple hours caused the Verizon customer service falls, [[HIGHLIGHT]]the store been patient helping me out[[ENDHIGHLIGHT]] read more

[[HIGHLIGHT]]I had an awesome experience at Verizon thanks to Mark![[ENDHIGHLIGHT]] [[HIGHLIGHT]]From the moment I walked in, he was super friendly, welcoming, and ready to help.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]I came in with a bunch of questions and he handled everything like a pro--explaining things clearly, walking me through my options, and making sure I left with exactly what I needed.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]Great sense of humor... and very swaggy.[[ENDHIGHLIGHT]] read more

Hey Everyone, Just a quick heads-up for anyone buying a Verizon phone: you might be tempted by the warranty offer at $19.99 a month. But here's the kicker--they conveniently don't mention that you can snag a plan online for just $7.95 a month that covers screen damage and theft. If you're still paying for a warranty after the first year, you might be throwing your money away. Let's be honest--most of us will either crack our screens or misplace our phones eventually. So why pay almost three times as much? Also, [[HIGHLIGHT]]just a note about the staff here--aside from one standout employee, the rest might not be the most reliable source for help. They're accessing the same portal you could use yourself.[[ENDHIGHLIGHT]] I'm going to write a new review each day to help other customers to avoid being had by the sale associate who only makes money when upsellling. Next post I'll write about the fake "upgrade fee" that can be waived at anytime... read more

The "managers" (Andres and Alyssa) here are a joke. He claims to understand the problem but basically told us to come another day as they don't know what the issue and they can't help. Complete waste of time and a terrible Verizon experience when getting new phones and switching from TMobile. The era of Xfinity customer service being bad are gone. Welcome to Verizon and their corporate policy to apologize and ignore the customer issue. read more

Wow, what a wild ride this was, Verizon. After 11 years, you'd think you'd know how to treat a paying customer--guess not! [[HIGHLIGHT]]It all started with me placing a simple online order for a Samsung S24 Ultra at 11:00 AM. I paid, then twiddled my thumbs for two hours, only to get an email saying my order was "on hold." No explanation, of course. Just a useless link that dumped me back to the account page with zero clues on how to fix it.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]So, I called customer support, where they needed to "review" my order for 20 minutes. Their solution? Drive 45 minutes to a store and show ID. Because that's exactly what everyone wants to do after a long workday, right?[[ENDHIGHLIGHT]] [[HIGHLIGHT]]So, off I go, 45 minutes out of my way, just to stand in line for 10 minutes to talk to an employee who tells me to call another number. "It'll only take 2 minutes," they said. Sure, if you like your two minutes stretched into talking to three different agents, one of whom needed to "verify my ID"--while I'm physically at the store.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]Oh, and the kicker? My phone is broken, so I can't access the email for the verification because it requires a Duo login. But don't worry, according to Verizon, I should just magically use the store's device.[[ENDHIGHLIGHT]] Now, this is where things really get good. The store employee tries to help but is as lost as I am. Meanwhile, another employee walks by, gives me the side-eye, and disappears into the back. Eventually, another guy with a 5 o'clock shadow emerges, claiming he's been "updated on my issue." I tell him I just want the phone I already paid for. His response? A blank stare and a dismissive, "Are you finished?" As if I hadn't just driven across town to try and give this company my money. [[HIGHLIGHT]]By that point, I was done. Told him I'd just cancel my account and move on. He had the nerve to suggest I could do that online. Sure, because the online system has been SO helpful up to now.[[ENDHIGHLIGHT]] It just goes to show, you can have the fanciest gadgets in the world, but when your employees couldn't care less about the customers, you'll end up losing business. So long, Verizon--after 11 years of loyalty, I'm taking my money to T-Mobile. read more

Nowadays you really have to do your own research, order the item online and just be present at the store for pickup. And it's a plus when you know who the manager is; they usually work quicker and get the item for you on the spot. In this case I looked impatient for about 5 minutes and then happened to flag down Justin while he was en route to return to the long line of customers. Made eye contact and politely informed him having placed my order since noon today and I was in for pickup. Justin was able to retrieve my order from the back. Due to long line, he asked if he could reschedule me to come back another day to have the glass protector placed on my brand new Google Pixel 7 pro. I hesitated and asked if I could come back in a couple hours right before closing time...somehow I was able to get my phone assembled with the glass protector so that changed my review for this corporate store. My experience was okay, just think they need to hire more staff and be transparent about not accepting cash for payment (heard another customer turned away with his cash). I've always paid with card with all my phone purchases in the past and tonight's purchase. I just think we should consider the elders and anyone else who don't always come prepared with a card and this will surely help eliminate the long lines. But do come down and make sure to make your phone purchase at this location and look for Justin ;) read more

[[HIGHLIGHT]]Horrible customer service.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]Waited for 30 mins, guy was trying to make us do everything online.[[ENDHIGHLIGHT]] Not helpful read more

this review is for michael who was super nice and helpful with activating my new iphone 15 pro. I had already bought the phone from apple but am not totally comfortable setting it up myself so I went in hoping for some assistance. michael was able to do everything for me, it was a $30 charge but I didn't mind because I left with my new phone connected and my backup on there all within about half an hour. I'm sure customer service varies on who helps you out but just wanted to give credit where it's deserved! read more

[[HIGHLIGHT]]Great customer service from Nathanial, Mark, and Geo.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]Had to transfer over 11 lines and had great help.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]The process took quite some time but they were very patient and helped us every step of the way.[[ENDHIGHLIGHT]] read more

I went here to add new lines to my plan. But the service was so bad in these manners 1. Bad customer service by James, extreme unprofessional behavior. While helping me, he setup his ipad to watch live football match with LOUD volume. When I ask him question, not only his eyes were fixated on the screen, he gave a wrong answer which showing he does not know have knowledge on what he is selling. He also did not hesitant telling the manager the updated score of the football match in front of me as if thats normal and that is telling sign of the store's customer service in general 2. When James is being called out for his unprofessionalism watching sport match on his Ipad, his response were "that is normal and even if I dont watch my ipad, Ill check on my phone and that shouldnt be a big problem". Worst part, he has to redo his work because he mistakenly input something to the ipad while watching the ipad which is expected 3. James response in general has shown how unprofessional he is. First of all, he said that I should just cancel if Im not happy he is watching ipad while helping me. Second of all, when I tell him earlier I might dont have that much time, and when he got called out, he said, "you seems to have a lot of time for calling me out watching ipad" I wouldnt speak to much about other staff here as I havent interact with them but if you got James better go to other place or request other staff. read more

Poor costumer service. I came to order two iPhone 13 pro max and I was told to call costumer service. I asked why can't he order it. He said it will take a long time. WhAts the difference between us ordering it and he ordering it? It's just pure laziness and I don't like how he keeps saying " like I said" People are not dumb. I came to the store not to get redirected cause they are the "customer service" themselves suppoSed to be read more

This review is for the assistant store manager Megan, first off she was a very unprofessional individual loudly smacking on her gum while helping me out. [[HIGHLIGHT]]I came to this store to return a router after being advised from the customer service line to come into a corporate store to start the return process.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]The customer service line specifically told me not to bring the router in store, but when in store Megan said to go ahead and come back with it to process the return[[ENDHIGHLIGHT]]. [[HIGHLIGHT]]Today I came to return the router (before the free trial ended) and was told that they could not take it because I got it through a 3rd party Verizon at a convention.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]When I told Megan a few weeks ago that I got it from a convention, she still said that I can come back in and they'll take it.[[ENDHIGHLIGHT]] An Assistant Manager should not be misinforming customers like this. I was almost screwed over ~$100 because of Megan's mistake and her employees caught a frustrated customer because of it. [[HIGHLIGHT]]S/o to the Verizon rep that hooked me up with the customer service line and cleaned up their manager's mistake.[[ENDHIGHLIGHT]] read more

This review is for Michael at the Ranch 72 store. We gave gone to several stores looking for a new phone plan, sadly many stores have unmotivated and not willing to help and give customers the best plans or options. But Michael so far has been an outstanding service representative out of all the stores we visited. He willingness and knowledge made out phone company switch, quick, pleasant and actually exciting to leave t-mobile exciting and come over to Verizon. Anyway we had to come a couple of days later to the store for something different, but unfortunately Michael was not there and since we didn't want to come back we decided to get help from another employee. He was nice but I notice that the other employees were not really invested in their work, even do we were the only customers in the store while trying to start a conversation the lady pretended that she did not hear me basically ignoring me. Overall I just wanted to write a great review for Michael and command him for his great customers service skills. And the store and the company take very good care for the employees like him that are doing an excellent job. read more

Gio was super helpful today in adding a line to my phone plan. He answered all of my questions and gave me some additional tips. Good service and employees were masked. read more

Poor customer service. I rather go to Verizon customer service over the phone and they are happy to walk you through

Poor customer service. Wanted to exchange my brand new phone that was scratched and they didn't want to do it even though it was within the 14 days exchange policy. The guy (who looks like Jon Gosselin, receding hairline and all) who "helped" me had a bad attitude and the manager was less than accommodating. They didn't give me any alternative options, didn't look up my info, nothing. As soon as I walked out of the store, I called Verizon customer service and they are sending me a new phone, no questions asked!!! I am never coming back to this location. Worst customer service I've ever experienced! If you have a problem, I suggest calling Verizon directly. The representatives are understanding and go above and beyond to help you, unlike this place. ETA: I went to the Verizon at Eastridge mall and told them what happened here at MCCarthy Ranch and they said that they couldnt believe that they denied me an exchange and that it shouldn't even be an issue. What pricks! read more

Verizon - Avoid the worker here who looks like this dude. He's an @$$hole - Mobile Phones Near Me - Milpitas, California

Shout out to Joseph, an angel of an employee! My mom and I went to this Verizon store for a very unfortunate circumstance of having to shut down my dad's phone line after his passing just a couple of weeks after. My mom and I were and still are in an emotionally raw place, but it was especially hard on my mom having to shut down his phone line and number that we have always called him and texted him on. My mom tearfully explained to Joseph what we needed and his face turned from a helpful employee to a softer and empathetic face. He spoke to my mom who choked back tears in a soft voice even, helping us with every single detail of how to shut down my dad's line and switch my phone line to my dad's phone so I can use my dad's phone that he just bought. What really struck me, was when it was all said and done, and my mom and i were getting up to leave, Joseph hugged my mom and I and had the most genuine face and said "I'm here if you guys need ANYTHING." Wow. My mom and I needed this so much after my dad's very recent passing. Joseph, if you're reading this, thank you for being not only an amazing Verizon employee but a genuine and good person to my mom and I. You have no idea how much you made our sad hearts smile. read more

Verizon has committed to resolving this long running problem. I have bumped the stars to 3 to indicate it. ______________________________________________ Verizon sells services it does not support -and a corporate scam is still criminal. A year ago I bought an iPhone with Diamond Wireless repair insurance at the Verizon sales person's recommendation. It has taken nine months, two attempts, and hours of hold time to be told Verizon can't cancel the useless service purchased at their store. The Diamond Wireless support phone number at their headquarters has been canceled & offers no forward link. Verizon Support suggested I call the Diamond Wireless Denver site. It too has a disconnected phone number. The $7.99 monthly charge just kept coming. Because the charge was separate from the Verizon, either I could dispute the recurring line item every month or get a new credit card number. Diamond Wireless is part of Victra.com. The Victra home screen includes the Verizon logo! Victra Support reluctantly admitted they knew about Diamond Wireless and after losing my cool put me through to them. I will believe this is resolved only after I check next month's bill & note its absence. I think their substantial signal umbrella is not worth their lack of support & recommend anyone looking at Verizon keep their hunt going. read more

This staff is great and helpful. I had to come in 3 times this past week for some upgrades. Cesar, Alyssa, Erik, Cristian and Andres were all very efficient, friendly and got me out of the door in a timely manner. The store is very clean and everyone is still following Covid precautions. Definitely recommend this location :) read more

Upgraded a new phone in the store and gave them my old phone. A week later got a box to return the old phone, which I no longer have. Called the 800 number and was told that the store I used hadn't started any return paperwork and if they didn't soon that I'd be charged the full price of the new phone. Hopefully going back to the store takes care of the issue but it's still a total waste of time to go back in to the store..... I would strongly suggest using a different Verizon location. read more

Got what I needed which was another phone and line set up. Everything was quick and painless and love how you can pay for your phone over time. It makes it very affordable and easy to set up. Got the iPhone 12 read more

In the past I have always been greeted and then my name was added to the wait list. Today not one employee greeted me, not even a courtesy hello we will be right with you. I stood there like I didn't matter. Terrible customer service today. I hope this improves. So disappointed. read more

********************* UPDATE REVIEW ********************** The manager name Daniel was ridiculously rude and has absolutely no customer service skills. He asked me: "You don't listen to me!" WTF Then without hearing my previous experience, he talked over me, cut me off, and completely disrespected me. It's amazed me a guy like him could managed a store like that and if Verizon job is to SCREW customers and try to get more $ out of us, this guy darn sure did his job! I thought at 1 point, I would moved my corporate account phone # to a personal account. But after this guy attitude, I was totally disgusted. I regretted that I have ever walked in that store. I don't wish this upon anyone, especially Yelpers, but if you got to come here and deal with him! I wish you luck. Please take your business else where! read more