Poor Experience with Phone Replacement & In-Store Appointment can I give this company no stars? One star seems good still. Dear Verizon Management, I am writing to express my disappointment with my recent experience at the Morgan Hill (vineyard) store. On 08/27/25, my phone screen suddenly turned green. Verizon sent me a replacement device, but due to FedEx delivering it to the wrong address, I had to drive all the way to San Jose to retrieve it. (not Verizon's fault) Once I finally had the phone, I attempted to activate it, but the Verizon app would not recognize my device and kept sending verification texts to my non-working phone number. Umm hello, How does that even help when my phone is not working? I called customer service but they were closed. I then tried technical support, which left me on hold for an extremely long time without resolution. To resolve this, I scheduled an appointment at the Verizon Morgan Hill (vineyard) specifically so I wouldn't have to wait. However, when I arrived, the associate on duty explained that he was the only one working and was simply helping people in the order they came in, regardless of appointments. This completely defeated the purpose of scheduling ahead of time. Despite having an appointment, I waited over two hours with no resolution. There was only one staff member (Chris) working, which made the situation worse. I want to be clear that Chris did his best and this is not his fault -- the blame lies with management and Verizon for failing to properly staff, prepare, or communicate. No employee should be left alone to handle a full day of customers and/or appointments. On top of that, I was told I needed "second authentication" from my mother, who is over 70 and not familiar with what steps are required. This requirement was never communicated beforehand, and staff seemed unprepared to handle it. There should be another way to authenticate. And You cant expect everyone to know how to use the verizon App to accept. That makes me soo mad where they assume everyone knows how to work the app. it causes delay and frustration on how to resolve an issue. If appointments are scheduled in advance, the team should be aware of what is needed and ready to assist -- otherwise, what's the point of making an appointment? As a parent of an 11-month-old baby at home, this wasted time created a major hardship. My baby's feeding and nap schedule was completely disrupted, all because the service was understaffed and disorganized. This experience shows a lack of preparation, poor scheduling management, and no regard for customers' time. I left with my issue unresolved and cannot recommend this location. I find it very concerning that only one employee is scheduled to handle all customers--especially on the day before Labor Day, when stores are predictably busier. Brian C., the GM, his info at the store front should be aware that this creates a very poor customer experience. I've now been without a working phone since 08/27/25, and the delays, lack of support, and broken appointment system have been unacceptable. I respectfully ask that you: * Ensure appointments are honored as promised. * Improve staffing, especially before peak days. * Provide a solution to help me get my phone activated promptly. read more

Verizon - Mobile Phones Near Me - Morgan Hill, California

I'm going to start right off saying I'm not at all a fan of Verizon Wireless for reasons I won't list because this is a new experience and my former reasons are in the past. That said, we found ourselves having to change our cell service due to local tower constraints with our current provider. The only reason this store gets one star is because the guy at the counter was nice so he gets the kudos. But Verizon doesn't. I came in asking if they have a senior plan, which some services do. For anyone who is a senior this is important to know and check into. Every dollar saved is important when you are a senior. The response was, "no.... Everyone had to come in as a full pay customer and then some people are chosen to sign up for a senior plan down the road." Really? Super Manipulative. Don't fall for this. I was super thankful at that moment to walk out the door and say... "don't say anymore. I'm not interested." Once you know something about a cell company you know and they didn't let me down. No thanks to Verizon. That said.... Do your homework because there are other companies out there who offer super affordable plans right out the door. Ones who take your current phone and don't BS you around with the hope that some day you might save money being a senior. Verizon already overcharges for their services. Just because it says Verizon does not at all make it the best. Do what you need to do to fit your budget for the best possible service and bypass this kind of thing. I'm thankful I left because I found a much better option somewhere else. read more

Terrible experience with customer service needing to come back roughly a half dozen times to clarify issues and no employee can answer anything without calling other stores. In addition, the "up selling" without explaining details in inappropriate for a company trying to focus on customer service. read more

They are not Verizon, in Morgan Hill both stores are owned by some other entity. I was lied to and simply put, a victim of fraud. Don't purchase there find an actual Verizen store. read more

So far service is awful. I was told to go to the Gilroy store to speak to Ferando about Daniel service in Morgan Hill Branch. overall, I was glad to get my new cell phone but after an hour i notice bad service at home, contact IT and still wasn't having good service. I also need WIFI but once Daniel added a bunch of addresses to get me my WIFI box, found out the service was even worst at home. Came back to the store in morgan hill an hour after purchasing and was told to go to call customer service. I turn in my cell to version to get a deal but now I'm leaving it and lost my cell and waste of time and money. Getting hold of Ferando has been hard to come across, so my hope today is to speak to him one on one... i have to hunt him down lol Also daniel had the nerve to get my personal email and ask for a job. YUP!!! dont even bother on applying at my job, the type of service you give is not what we do at my work.. would be nice if someone reach out for a change. danielledominguez209@gmail.com read more

I'm so grateful that I listened to friends who told me to go to this Verizon. Jurgen was wonderful! He was extremely helpful and took enough time to explain everything to me! I couldn't have had a better experience! read more

Recently my phone died several hours before I was scheduled to leave for an international trip. I brought my phone in, and Jane made sure I got a temporary replacement phone on the spot so that I'd have a working phone for my trip. On my return, she again was so helpful in getting everything transferred to my new phone and getting everything on it up to speed. Jane made a potentially stressful situation seem like a breeze. Very grateful! read more

They set me up with a family plan a couple years ago, mediocre phone service. (They don't even have service in their own shopping center ) I decided when I needed a new work line that I'd come back just because it's "familiar" here however this has been a nightmare. Daniel initially set me up with good intentions, however he made a mistake and never posted the official payment to my prepaid phone on his end. Which prompted me to go home with the phone, unactivated and paid for. I had to come back, we trouble shot for about an hour and a half, and he came to the decision to forward the previous payment I made for the next payment period. After a long time of that, the next period has arrived today!! Guess what? It hasn't been paid for even though we had previously spent hours getting this done in person? This location DOES NOT pick up the phone. Every call is routed to the Philippines. You MUST go in person for any questions or help. I will never shop here again sadly. Wayyy too much back and forth for hours on end over a simple prepaid phone to work! It's 2023, guys. Let's be a little better. read more

The customer service here is exceptional. We came here after being turned down by 2 factory stores for help. We actually were on the brink of dropping verizon and going somewhere else. Jane helped us and did reassure us by apologizing for the behavior of the other stores. We ended up with 3 new phones. We had a discrepancy on our bill and they helped up resolve this issue. Their customer service is what should be in all of the factory stores. Above and beyond. read more

Definitely better than the one in Cochrane. Very helpful the two gentlemen on March 9 2022 were very helpful. I'm definitely coming back to this Verizon for all my problems now. My problem was that my girlfriends phone was not working due to "sim card" the guy in Cochrane said I had to buy a new one and no other option. I went and no one was there for more than the hour. When I called Tennant. Those guy said I was fine with the one we already had and like that under 2 minutes phone was fixed . Definitely happy. 10/10 customer service and friendly read more

Great place! The two employees that helped me purchasing, setting up and handling everything for my new phone, were great!! Super knowlage me and helpful! I'm new to Morgan hill and gives me piece of mind that I can go to them for my Verizon needs! -keshia- read more

i have been to this verizon soooo many times and Jane has always been so helpful. Regardless of my issue (which is normally many) she is able to find a quick resolution. I'm grateful to her patience read more

Excellent service! This is the best Verizon in the area. I was working with Michael and he provided exceptional service with complete honesty. He made me feel liike complete priority. I left with a brand new iPhone and a case for me and my entire family. $45 a month, You can't beat a family deal like that. Thanks team Victra and Michael! We will be back for an iPad soon read more

I came in to see if I had home services added to my account. The manager there refused even to tell me if it was on my account and said that I need to deal with a different Verizon retailer makes no sense;, if you're not there to purchase a phone, you'll get zero technical help, and all this person will try to do is upsell you and tell you you need to upgrade your account. Please don't go here; it's a Mickey Mouse club. read more

This review is for Verizon itself not the store Verizon is by far the worst cell phone provider out hands down I can go on and on how horrible they are , do your research and stay far away from this provider I've had nothing but problems with my service and none has been resolved , they need to do the world a favor and go under , seriously read more

Shout out to Steven and Jane for their outstanding customer service this past week when it was time to update my tablet. They had everything I needed, answered all my questions and gave me an awesome deal! Would definitely recommend this place to anyone in the Verizon world. A note to the district manager... Steven and Jane deserve a raise! read more

Hello I just have to say how happy I am with Morgan Hill Verizon. I just had Daniel and Jane help me.im not that great working with gadgets, so I was lost when my new phone wouldn't work. Daniel reset my internet connection, and I'm good as gold now.please if you want to buy a phone or get help, go to morgan hill .they are friendly and helpful. I will NEVER go anywhere else. Thank you!!!! read more

Great service today from Jane. She was very thorough and was well experienced in all of the topics I brought up today. I came into the store desperately trying to get back online after getting water damage on my iPhone. Plus I have several accounts for my business. She knocked out all my questions all while preparing my new device for set up. I was so pleased and well informed during my entire visit, I had no issues offering a $20 tip for all of her help. She professionally offered me to use the tip at maybe Starbucks and was just happy to be of service. She would not accept my tip. I decided to donate that money to the very next person who I felt could use it. A couple of hours later; I provided it to a family standing in the heat raising money for a 6 year olds heart surgery. Overall, very good experience and appreciate Jane's service today which carried forward to others as well and not just her and I. read more

Vitelio and Erik both gave me amazing customer service! The buying process was quick and they both went above and beyond! I drive from Gilroy's just to get the superior service! read more

So, I got a new phone from the other MH store and had data transfer issues. Spent 3 hours there the first time and 2 hours the second time. Before I threw in the towel and went back to my old phone, I went to this store. With 8 minutes, Vitelio has solved the problem and then fixed another issue. He was AMAZING and his co-worker was great, too. I will not be going back to the other location. I highly recommend The Vineyard Town Center for any phone needs you have. These guys know their products and are good at problem solving. So glad to have them in town and near-by!!!! read more

Daniel and Erick showed excellent customer service. They were knowledgeable, focused, and kid friendly (I had my 5 year old son running around). They gave me quotes and explained the plans... they took the time with me to ensure I was happy with my plan and the added line. I walked ok feeling very confident and happy with my service. Thank you Daniel and Erick for being outstanding employees! read more

Horrible Experience.. Don't trust the sales people!!! They are either dishonest or incompetent. I went in the store because I needed to have my phone programmed. When I was there Carlos the salesman told me that my account was "eligible" for a "FREE" iPad that included free cellular. Wow that sounded great but even for free I had to stay in the store an additional hour for the application to go through. This was not good idea to stay inside the store because of COVID19. I was wearing an N95 mask while the sales person was not wearing any mask or showed any concern about social distancing. A free iPad sounds like a great deal BUT HERE IS HOW IT WORKS: The Vineyard Town Ctr Verizon Store lowered my Verizon Wireless monthly bill by $30 and then Verizon Wireless charges me $30 a month more for adding a new iPad so technically its a free iPad, right? Not exactly... I called Verizon Wireless directly to inquire about how much my $168 monthly bill would look on the next billing cycle. Hmmm.. they told me it was going up $30 to $198. Then they also told me they can lover my bill $25 and I did NOT have to purchase an iPad. So what the Vineyard Town Ctr Verizon Store really did was lowering my bill $30 and sell me a 32MB I pad that they only had in a pinkish color from a big stack that they were just trying to get rid of. Here's the math if I would have kept it: I would have paid $30 a month for 24 months which equals $720 for a $319 iPad that you can buy at Costco and it would not be pink (or should I say it's salmon not pink). Free does not sound very cheap now. Second problem: I called to return it after one week and it was never even taken out of the box. They told me it was not a problem and there would be NO restocking fee. When I returned it and looked at my receipt they did charge me a $35 restocking fee. I brought it up to Uriel and he called his supervisor and they told me the $35 will be credited back to my credit card in to 2-3 days. Five days come and still no refund. I call them and they tell me that they will not give me the $35 credit even if they did verbally told me at the store otherwise because that's there policy on returned items. I never had any problems with any Verizon Stores I've ever dealt with in 8 years. I would highly recommend going to any other Verizon Store. This review is only on this Vineyard Town Ctr Verizon Store and it's not a reflection of Verizon Wireless in general. ENJOY YOUR FREE $35 Vineyard Town Ctr Verizon Store for now!!! Next move will be calling my Capital One Credit card. "What's in your wallet?" :) read more

My wife and I went to this Verizon for the first time. Although we've been with Verizon for many years, it's been awhile since we went in person to Verizon due to all of the COVID closures, etc. When we went in, I thought, "Great, there's one guy and all of these people. Arnold Schwarzenegger is really going to have a baby before we get out of here." My wife had a cloud question we couldn't figure out, so we needed to wait. To my wondered surprise, the specialist who was working, Daniel, masterfully dealt with a few people in front of us almost simultaneously. I've never seen a Verizon employee multi-task with such divergent issues so swiftly and keenly. He instantly knew the algorithm to answer my wife's issue and solved it to our complete satisfaction. Even though we aren't living in Morgan Hill, CA any longer, we will return for upgrades that are due and for whatever other needs may arise, especially if others working there are up to the unremarkable performance and kind assistance that were the hallmarks of our visit with Daniel at this Verizon store in south Morgan Hill. read more

I went to this store for what should have been a straightforward change of my wireless service provider to Verizon. When I tried calling my own phone the next day, I found that all calls went directly to voicemail. It turned out that Michael, when making the change, did not provide the proper transfer PIN from my previous service provider nor did he verify the phone's operation with Verizon. Michael took no responsibility and was of no help to me in resolving this. Instead, he only gave me Verizon's number and told me to call them myself. After several calls to Verizon, I was finally able to complete the transfer but only after contacting my previous provider and reloading their SIM back into my phone. read more

I came to Verizon with my son to sever from Sprint. My daughter has been in a few times to switch her phone over and she says that the service has always been great. We were greeted by Vitelio, who was very knowledgeable about the phones and the offerings. He was able to get us the best deals on a new plan. As we were finishing with the activation process, Daniel arrived and was able to lend his expertise and excellent customer service to us. They both made me feel very comfortable and took the time to inform me of all of the charges. I left definitely knowing that I made the right choice! The customer service is excellent and I would definitely recommend seeing Daniel and Vitelio at this location. read more

Warning, go to a real, actual Verizon store. You are not a customer, you're a mark and a potential sucker to them. My elderly father entered the store with a phone that had a small tech problem, an hour later, he walked out with a new phone, new phone case, a "free" ipad, and new plan. Why help fix someone's phone when you can sell loads of stuff he doesn't want or need? He was sold all this by Carlos, the manager (at the time). It's easy to prey upon elderly people, befuddled by new technology and guileless, especially when you can scam them into signing new contracts that say the opposite of what you claim. "Free iPad!" This is low stuff. If Carlos had to charge the actual amount required to complete the transaction, the customer would see they were being ripped off right away. Instead, just have them sign a contract, that nobody reads. Of course it's not a "free iPad," it carries a monthly charge, about $20 for the equipment and another $20 for coverage. Congrats! You took what was probably a simple fix on a phone (covered by warranty) and made the customer pay thousands! New equipment! New contract! I'm sure he and the district manager were giving high fives on this one! Fast forward a couple of months later, when we discover the real costs, and a hundred hours of wasted time trying to resolve this. Was it resolved? Nope. Try to call the store, guess what? Carlos doesn't work there anymore. So you have to talk to the "new" manager. Is he/she there? No. Please have them call us. Guess what? They don't call. Finally, after a month of trying, you talk to the "new" manager over the phone. You have to come in and talk to me, he says. Great, when? I will be in tomorrow, he says. Great, what time, etc? Guess what? Of course, he's not there. Not there at the hour he said he would be, not there 30 minutes after he said he would be. The guy working the front looks nervous (is there a secret, "don't show up at store, there is another angry customer here" programmed message or is there even an actual manager?). This must happen a lot. It must be unpleasant. Technically, it's true, we have no evidence that Carlos said it was free (I mean, Carlos doesn't even work there anymore, we are told. Perhaps he was promoted? I wonder what the staff turnover is here?). My father did sign the contract. You have to rely on the conscience and integrity of the business to right a wrong, but you know very well it is the whole underlying "business" of this place, so good luck with that. You don't actually "do" anything. Your margins are super low. You are an "authorized" provider. You make what you can, any way you can. Get them to pay for a service when it is covered! Get them to buy the SIM card, even when it's covered! Get them to buy a new phone and service! A new plastic case! Anything you can! The workers must be on commission (how else do you get people to push $20 plastic scratchguards?). Please look at the similar reviews here. Note words like, "dishonest", "don't trust", "liars", or "beware" and "headache"... you get it. Also, ownership does the "transparency" nonsense to respond to these reviews, but it's just to obscure their shameful business practices from potential customers. Don't worry, you don't have to provide me with a number or email, both lead nowhere (unless you want to talk to an outsourced customer service person who has no power to do or change anything). It's Yelp-review theater (is your Yelp response/cut and paste outsourced too?). Victra, are you happy you made an extra few hundred bucks on scamming old people? This is what you call "business"? You are the very definition of sleaze. Isn't there some other way to make money? You know, like a cold call center in a boiler room? Catch an elderly woman (on fixed income) after her afternoon nap and you can pay for your monthly car lease, right? Fist bump, brah. To the people who work at the store: Is this how you want to live your life, preying on old or confused people? Lying to customers? "Sorry, you have to talk to the manager. Sure let me write down the message" ... while scrolling your Instagram account. Are you making enough money to have to deal with all this shady stuff? Dealing with upset/ripped off customers? Is it worth it? read more

Jordan the store manager was phenomenal! Went above and beyond and made sure I left happy! 10 out 10 reccomend!

Horrible customer service. Came into the store on two separate occasions for help transferring lines over from another carrier. On both instances, the manager on duty (same person both times, unfortunately) was impatient and unwilling to help troubleshoot the issue. His snide remark each time was "I can't help you. You're gonna have to call customer service!" No effort to resolve the issue himself or at least call customer service on his line to ensure my issue was resolved without me possibly having to return to the store in person once again. Just sent me on my way to figure it out myself and wait on hold for 34min to talk with someone in customer service. Definitely worth your effort to visit a different Verizon location if you want meaningful help. read more

Do not recommend this store whatsoever! I bought a phone from there February 2020. They were running a promotion, if you bought your phone outright it was a discounted price. Bought the phone with cash and about 7 months later realize in my bill that I was making payments on my phone. They stole my money and ran. I have tried multiple times to resolve this issue but no one will help. Just keep getting sent to different people who then send me to someone else. DO NOT do business with them. They stole my money and will not help me to get it back. read more

Erick was amazing in helping me activate my phone and i had a great experience with him and how patient he was with me. Would recommend him and this store to everyone!!! read more

Dear Internet, You don't know me, but trust me when I tell you to stay away from this store! IF YOU ARE BUYING AN IPHONE, GO STRAIGHT TO APPLE. Don't mess around with the liars in this store. On Monday I stopped in on my way home from work to see about buying a new iPhone 7. They had 2 left, so I decided to get one. The sales rep was pushing the accessory bundle hard but I politely declined each time. The cheapest accessory bundle is $100 for a case, screen protector, and car charger. The cheapest! During checkout the rep again asked which accessory bundle I wanted, and when I told her I didn't want any, she told me that she would have to call her manager because she could not sell me the phone without "at least" some form of protection--like a case or a screen protector. According to the rep, they've had too many people walk out of the store and drop their phone and turnaround and want a refund so (this is what she told me) now they don't sell phones without a form of protection. She went in the back and talked to her manager for like 5 minutes and came back and said that if I wanted the phone I would have to buy one accessory but that she could discount it 50% and that was the best her manager could offer me. Otherwise no phone :-( In my head, I'm thinking, "What. The. F." I just wanted to buy a phone and get home to my family for dinner. My old phone had already been deactivated. I'd been there at least 20 minutes already. So I took the screen protector. But here's the icing on the cake for me. As she's checking me out, she gets a call and (standing 2 feet from me) says, "I'm still working on it. But I got something out of it." Clearly she was talking to her shadyass manager. Ew. I have just felt slimy and cheated ever since. I get that they are under pressure to push the accessories. But someone at some point in the management chain needs to stop this or everyone is just going to go to Apple. And they should. OH! By the way. They are selling the iPhones here for $10 above list price -- that's $10 more than on Verizon.com or through Apple. If you go here, stand your ground and don't fall for their scam. Better yet, just go to Apple. UPDATE: I submitted feedback to Verizon and got a call from the store manager Gilbert who acknowledged the pressure to push accessories and offered to refund me the cost of the screen protector. Surprise! It's not actually store policy to force you to take accessories you don't want. He was nice, but it still happened. Just be careful out there, folks. read more

Jordan made sure I was taken care of. Stayed after posted hours to make sure I got all my questions answered and my phones all set up and ready to use. read more

Jose Hernández is a gentleman an excellent sales person. Austin is very diligent and polite. Both makes a great team and really helped us a lot through the switching process to Verizon! Excellent service and a great product always makes me happy! read more

Verizon - Mobile Phones Near Me - Morgan Hill, California

Thank you to Carlos and Dj for providing great costumer service! They were really helpful and put my screen protector on although I had purchased it at another store. read more

Despite this place being an authorized store, beware of this place! Carlos and the district manager will sign you up to all these things without your full consent. And are apathetic when you are trying to return.. Save yourself a headache and go to one of verizons main stores for way better professionalism. read more

This store just opened on Black Friday so its a nice addition to MH. Walked in there to look for an accessory that they didn't carry. It is quite small and inventory is slim. It almost feels naked inside. workers seems very nice and attentive. read more

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Fast and Quality Service I was a tad early to my next appointment so decided to find a nearby Starbucks to get some work done. Upon visiting the Starbucks I noticed there was a Verizon Wireless store next door. I've been meaning to visit a Verizon store because I couldn't stand the crappy service from my Project Fi account (Google's pathetic attempt at having a carrier service). I had done my research with my service quality and value and decided that Verizon prepaid was the way to go. Verizon was consistently the best service in the entire bay area and let me tell you I tested this out. My iPad has AT&T data service, my company phone is Verizon and I was using Project Fi which uses TMobile and Sprint service. So, I can honestly tell you I tested this out since I visit homeowners all over the Southbay area including Monterey where I live. I only had 20 minutes to get this done before needing to be at my appointment. I walked into the Verizon store and Cody was more than willing to help me. He eased my mind that it would be quick and easy. And he was right! Only delay was getting my account info to port my number over which he researched on the spot and got it going ASAP. There was one hick-up and it wasn't his fault. The system was acting a little glitchy so it wasn't applying my payment I made in-store to my new Verizon prepaid account. I had to go or I would have been late but Cody assured me he would take care of it. So, feeling confident in his words and ability I left to my appointment with technically no personal phone service. The store closed at 7PM so I knew there might be a possibility I wouldn't have a phone line till the next day. I got out of my appointment at 8:15PM to find a message on my work phone from Cody. Cody had spent an additional hour and a half on the phone with support to get my issue resolved. He stayed late to make sure I wasn't without a phone that evening. This level of service is not typical these days. I was very impressed by his willingness to get my issue resolved and would highly recommend this store and Cody for all your service needs. Thanks Cody! read more

I have stopped into this Verizon store off and on for the last few months for random help with my phone. They have always been super helpful. So when it came time for a new phone I went to these guys, David, Cody, and Keteri, super nice and very knowledgeable, on top of excellent customer service. Highly recommend! read more

WORST experience ever and I've been a Verizon customer for 30+ years. Carlos and his Mgr insisted I buy these stupid little hum devices, I have one car, but they were trying to sell me two...why! So reluctantly I agreed to the one just because of the sales pitch of it identifying car issues that might occur. And then to add insult to injury the first time I put my parking break on, the police were dispatched. I lightly touched it with my foot, no where near the degree that would trigger a collision. Two police cars blocked me because they received a signal that I was in a collision. Needless to say, the Hum device has been pulled from my car and I will never plug it back in again. If my main business phone hadn't died instantly, and due to Covid their regular authentic Verizon store was closed in May, I would never have gone to a so called authorized retailer. My account was just fine the way it was before I walked into that store, and now I pay double because I had to add two more lines to my account in order to get "unlimited" everything as a business account....someone doesn't know math very well and I guess the joke is on me. read more

I went in to the store today and Carlos was so helpful and made my experience very easy and fast..