The agent was helpful however it took a long time because the issue is complex.Apparently my phone was compromised and lines were added to my bill. read more

I previously ordered an Iphone 18, hoping to pick it up easily. I came to pick up my order at this location, as I was directed to do so in my email. When I arrived, they told me that the order was not there because the order said that the address was 222 and their address was 223. This location clearly has the starting numbers of 222. They then proceeded to take about an hour arguing and trying to figure it out. This could have been resolved quickly if they called the actual Verizon. The store manager was being rude about it and made it a bigger problem which included more staff members.They ended up giving the phone after around two hours. However, the story did not end there. Two days after this incident, we recieved a call from this location. They called us and claimed that the phone given to us was a "demo" phone. They claimed that this phone was meant to be only showcased on the wall for people to see when they arrive. The day after I recieved the call about receiving a so called- "demo phone," I drove all the way back to the store to trade the phone. As I arrived, they brought out the "new phone" and attempted to give me a phone that clearly has been used. The phone they tried to give me was dirty which was super upsetting. At this point, I had to argue heavily for them to give back my "demo" phone. This phone that they claimed was a demo phone turned out to be a new phone, eligible for purchase. As I was dealing with these employees, I called Verizon Support to report the situation. Verizon Support proceeded to ask why the manager and worker at this location were doing this. The Verizon Support actually yelled at them saying that they are not allowed to do what they were doing. The manager I have been dealing with went completely silent when dealing with Verizon Support and started stuttering when confronted with the truth. I did eventually argue for the phone back which they took back into the storage unit which still contained my information. I however demanded for my phone back and left this store. I can confidently say that this was the worst customer service experience I have ever had. I reported it to Verizon, and double checked to confirm that the phone I have is legit. These workers were trying to scam their customers. Their "way to make commission" was an attempt to cancel the online order by claiming that the phone I have recieved was a demo. To be honest I will never go back to this store after that experience. The manager and workers were extremely rude and unhelpful. In addition, they lied straight to my face. If I could, I would rate this 0 stars but that is not possible. I hope this helps those that were planning to head to this location. This is not an official Verizon store but a retailer called Victra. On the bright side, I'm happy to say that this incident was reported to the higher ups of Verizon. read more

We were early for our 2pm appointment, but Shannon immediately started helping her Ladyship and myself. Her Ladyship was going to by me a A54 Samsung cell phone for $499.00. yes, for my birthday. Shannon looked at her account and presented me with a phone that was way better . . . light years better! Shannon was great to work with, great sense of humor, and very knowledgeable. I love my new phone and we will definitely be back for some accesseries. read more

Hire people that actually want to help others and aren't so darn rude and offensive. This location has the most complacent, zero human thinking, unprofessional humans possible. Can't even begin to explain the lack of brain cells and common decency missing by multiple multiple employees. Accusations running a muck. Verizon at the location completely blows big whale chunks. Can't be more clear: Unless it's literally the end of the world, just go to a different location and get by in life without wasting any of your own brain cells on this less than amoeba. Store manager not Jocelyn the other female manager is so rude and entitled. Get a grip on how to treat customers with common dignity and respect. Very reasonable 27 year customer here. Shame on them. Totally shame on this location, complete failure in process, customer service and clarity. Less than one star. See the theme on how many terrible reviews this location gets? You've been notified! You're welcome read more

Verizon - Mobile Phones Near Me - Palo Alto, California

A man who we believes works at your store spit on the sidewalk in front of us twice while we were dining at the Mediterranean Cafe next door. His actions were clearly directed tiwilards my wife and I. When confronted with his rude behavior he said something about respect going "both ways" and he clearly had no apologies to offer us. I've been a Verizon customer fir over 25 years and I know this is not how you'd want your company represented. read more

Verizon - This is the man who spit on the sidewalk in front of us. - Mobile Phones Near Me - Palo Alto, California

I thought going into this location would provide a professional timely transaction, nope, I was so wrong!!!!! So much time wasted and the reality is the staff isn't even professional. The manager is not understanding nor does she offer any solutions. The manager clearly doesn't care. The workers seem like they don't care about anything other than themselves and their commissions and review ratings. Here is a 1 star rating for you douches. They don't make you feel valued and couldn't care less. It shows. Very surprised to experience this in Palo Alto. I think I'll go to ATT instead. ATT signal is better in Palo Alto and Mountain View both anyhow. This Verizon location is really hard to do business with. read more

Hours are wrong. Arrived an hour before closing and was told they were already closed. Maybe the workers were blowing off work an hour early. Hours on the Verizon website should be changed. read more

I had been considering switching carriers for a while and spoke with multiple representatives at AT&T and T-Mobile. I also visited two other Verizon authorized stores, but none of those experiences gave me enough confidence to make the move. That completely changed when I met Jay at this location. Jay was incredibly patient, knowledgeable, and transparent. He took the time to walk me through all the plan details, answered every question clearly, and worked hard to find the best possible deal for my family. I never felt pressured -- just genuinely helped. Because of his professionalism, I decided on the spot to transfer all four of my lines. What really impressed me was his follow-through. After I placed the order, he continued to stay on top of everything -- texting me when my phone was ready for pickup in Fremont, coordinating activation even on his day off, and quickly resolving an issue I had with a physical SIM card. That level of care is rare. Jay made what could have been a stressful switch feel smooth and easy. I truly appreciate the excellent service and have already recommended him to colleagues. If you're considering Verizon, I highly suggest working with Jay. read more

Great service. They helped me save some money on my plans. .............................................................................

I had written a bad review of this store in the past and avoided it like the plague. BUT I had to go in today to service the account and found the two agents I encountered Kris and Jay, extremely helpful, courteous and very pleasant to deal with despite being crowded and short staffed the day after Christmas. They are really a different breed than what I have experienced in the past. Congratulations to the owner for finally getting it right!!! read more

Horrible staff who seems to hate their job. The posted closing time is 6 but the door is locked long before then. We were able to get in just because someone is exiting the store. After bringing in my phone for trade in, the staff said she'll get my receipt. Then proceed to disappear for 10 minutes. Her coworker gets the receipt for me which has been sitting in the printer all this while, and it turns out she went and hide in the restroom. Looking at recent reviews, this seems to not be an isolated incident. Verizon management should really do a thorough investigation into this store starting from the store manager read more

I have saved this review to make sure there were no issues with my trade-in. Now, I can relay what happened. My iPhone was on its last legs and I went into the store to get a new phone. When I say last legs... I mean the charger had to be hooked up to it the entire time or it would not stay on. It was time for a new phone. So, I went in and met the first of two sales people. My first contact was with a younger Filipino looking girl with a crew cut. She was very nice and I went in and told her that I wanted a brand new iPhone 17 and I was more than happy to pay for it. She said OK and I thought we were on our way but then the shadiness began. She then decided to disappear into the back room for what was over 10 minutes, and when she came out, she was followed by another girl named Shannon. She handed me off to Shannon and left me there. I was curious as to why I would need another sales associate since I've already said I want a new phone. Shannon, who is obviously just there to upsell and make herself commission. She says 'I heard my associate offered you a good deal...I have a better deal'. Here we go. She explained to me how it would be more beneficial if I added a line... Which I do not need and will never need. Once I cut her off and told her that I was fine with the original trade-in and I was happy to buy a new phone...her mood changed. I also agreed to the $39 data transfer fee just to make things easier with my new phone. For anyone listening this is a rip off. Not only could they not do it correctly, I had to keep coming back to the store...3 trips in total. Here's what was equally ridiculous...the two young girl sales people both made a habit of disappearing into the back room where you could hear them laughing and doing zero work....while I waited. The older African American male sales person pretends that none of this is happening while he aimlessly watches the clock and offers no additional help. He's there to collect a check and not get into any drama. The definition of a clock watcher. There is one very good employee. He is a younger African-American gentleman with a beard. This person is the only one who is a truly good and intelligent/caring worker. This review is not a reflection of him, but rather everyone he works with. The owner is a young/uninvolved person who seems bored and aggravated with having to be there. To the owner.PLEASE DONT BOTHER WRITING ONE OF YOUR MANY 'I'm sorry' REPLIES. SAVE IT. GROW UP. Stop hiring friends from high school and t try caring about your business. Also, you are the only Verizon store with the worst Wi-Fi available. People can't download their phone information because your Wi-Fi is so cheap. I even heard the clockwatcher tell people not to try because the Wi-Fi is horrible. Why? read more

Excellent service from a knowledgeable staff. Clean facility and plenty of parking in a mall. Dee was superb.

Friendly help with getting a new phone. Knowledgeable and informative. Would recommend Verizon to anyone looking for a new phone service.

Garbage company and a garbage store. Pablo was rude and dishonest. Cell phone stores are sketchy in general and this one is no exception.

Esmerelda the manager of the Palo Alto and Redwood City store was supposed to transfer a existing phone number from another carrier and she messed it up and it never got transferred yet. I'm still getting billed for it and when I called Verizon to cancel it they won't and I can't reach the store because it keeps going into a customer service..... they are such scammers I've tried to reach her at her cell phone number (415) 947-9465. Which she never picks up or respond to. I need somebody at Verizon to contact me to rectify this. I will be contacting consumer services as well as an executive that I know at Verizon. read more

Well if you like robotic stink face impersonal customer service, this is the place for you. Is there less than one star option available on Yelp? Oh and to business owners response : I've left the service by Verizon that very day to Xfnity, thanks to your employees and their inaccurate information regarding Mondays blackout, cost me a whole day but I think it was the best form of messaging Verizon. read more

Verizon - Proof that Verizon store employees lie about the cell phone black out on 9/30/24 is across multi network providers - Mobile Phones Near Me - Palo Alto, California

The worst experience ever. Yes, the sale was smooth but it's extremely upsetting that my bill wasn't explained. He failed to explain my bill, how to sign up auto pay, how the auto discount terms need to be met to get the discount or how my trade-in devices need to be sent. Jose is the sales rep. He literally was happy for the sale but didn't bother for any of the actual customer needs. Didn't tell me how to sign up for Hulu, Apple Arcade or anything. Like hell man! Do your god damn job! Every time I go to the store they don't bother to help and instead direct you to go online/app. Bunch of bullshit. Help your customers. Not like your jobs are that fucking difficult. read more

I couldn't figure out the relatively low rating until I read through and saw that some of the 1 stars were for other Verizon stores. I almost always enjoy - enjoy! - going into the University Av store in Palo Alto. They are helpful in sorting through the bizarrely complicated Verizon plans, return practices, etc. They readily point me toward options that reduced or even (with a return) eliminated expense. Their thoughtful guidance has been the soothing balm that has kept me a customer in spite of Verizon corporate. Andrew and his team are keepers. Regarding encountering long waits, see the my last sentance. Pro tip 1: Always go to a corporate store. Avoid "Verizon authorized retailers" whenever possible. I suspect that many of the poor reviews result from such visits.. I have had very uneven experiences in such places. Pro tip 2: During this time (8/2021), you may encounter ] very long waits. Don't blame the folks working there. It is difficult to hire service employees right now and they, along with many others, are short staffed. Plan your visit for an off peak time, if possible. read more

The worst customer service experience of my life. Terribly insensitive, rude, and all around unprofessional. This warrants more than a Yelp review, as I am writing to corporate headquarters. However, I do have to keep my Yelp community apprised to take your business elsewhere. read more

Me: Current long time Verizon Wireless customer with 5 lines paying a lot of money a month. Decided to go look for a new phone and possibly take one home tonight. I walk in the door and as soon as I step in... Rep: Welcome to Verizon, what brings you in today??? (Like literally as he's approaching me before the door closes behind me). Me: Wow I thought, let me in first and get in and look and then ask me. I find their service extremely rude when they come up to you as you step in the store. Like woah bro hold on! Sales sales sales. "I'm looking around to see the phones." (Very excited as I might walk out with a new phone after 4 years of using my current one). Rep: "Sorry there's no browsing at this time." (Pandemic, I get it). "There's no browsing unless you are buying a phone" "Yeah sorry" Me: what??? That makes no sense at all. "Unless I'm buying a phone" how am I supposed to buy a phone if I can't even feel to device by holding it on my hand. I'm the one whose going to have that phone for the next 2 to 4 years. Disinfectant HELLO! At this point I was disappointed and walked out of the store, but then I came back to ask the rep if he could look for maybe some promotions on my account. As I'm walking back in the doors BOOM there you go again, the guy approaches me with his iPad OMG so annoying when they do that right at the door. Me: "Can you please check my account for... Rep: "What for"?? Me: seriously!!! Absolutely rude and condescending. He pretended like he was going to look on his iPad and then finally let another rep show me the phones when I told him that if I could at least look at the phones and have them show them to me without me touching anything. I should have just told him I was there to buy a phone and make him a sale to go with the flow. I'm never going back in that store. read more

I second all of the other 1 Star reviews for this store. Complete chaos. Customer service is evidently dead.

Honestly, this past visit has me rethinking Verizon as a whole. I went in today and Rob "helped me". My guy friend answered most of my questions about the differences between the iPhones so that was a great start.. It was just crappy customer service from a guy who couldn't care less about helping or in providing any information about my among. Two stars since at least I didn't have to spend more than 5 minutes in the store. Fyi Rob, you can definitely pay less if you choose to suspend for 3 months. read more

Verizon - Mobile Phones Near Me - Palo Alto, California

Like everywhere on University there's some street parking and a few parking lots you can park in free for a few hours When you walk in there's usually an employee or two waiting at the front to greet and assist you. If they're busy you can sit or browse while you wait. It's very spacious inside and there are outlets at the tables if you need to charge while they set up your new phone or while you're waiting for assistance with something else Went in one day and spoke with Kristopher the GM and Maricela a solutions specialist about adding an iWatch to an existing Verizon plan and they were very helpful and quick in answering all our questions. Everyone we worked with was friendly, nice and helpful. When we finally brought in the iWatch to add it to the plan we ended up working with Matt another solutions specialist and was able to set it up in minutes. I would try to avoid going in while it's busy if you can help it. read more

DO NOT COME TO THIS VERIZON STORE! They say on the phone it's a "Corporate Store" so I was directed here and the manager Michael is no help at all. He didn't want to say anything, doesn't talk. I had Verizon on my speaker phone and he didn't want to talk to them. Compete waste of time. Spent another hour and fifteen minutes on the phone with Verizon while here and there was still no resolution. I mentioned switching to another carrier and Michael then said "let me know if I can help with that". I don't know if Michael is not happy here but he should not be in Management of any kind. Yes the store is empty, go to ATT, very good customer service and my new plan is just great! No hassles and bye bye Verizon thanks to Michael at the Palo Alto store. I was a Verizon customer since 1997! read more

I was having issues getting my esim to work on my new phone. Chris was great and made the process simple and easy! My phone works now, thanks Chris! read more

Hello! Welcome to the Verizon store on Stanford! Absolutely rude service was just trying to charge my phone and he probably forced need to stop. I was just checking out the new iPhone and using the charger to charge my phone...duh! Wow guys! You're so smart! Rude service, bad attitudes! My grandma needed help with getting her phone set up with her back up-needed help from there so called professionals that LACK GREAT CUSTOMER SERVICE and a caring attitude. F*** this place. read more

Total and complete incompetence. There is a reason this store is empty and the other stores in town are full. Go there, not here. Cannot recommend this store for anything related to cell phones or service. read more

Complete lack of costumer service. We came to shop for a plan for Apple Watch . The store rep who saw us, without any greeting or explanation, motioned to the front. Only after some wait did we realize there was a check in pad to sign in and wait for a text when it's our turn. One hour after placing our name on the list, during which we were able to visit both the nearby T mobile and AT&T store, (and found out about their plans and still had time to get ice cream), we finally received a text we're next in line. After heading back to the store and got told by the rep someone will be w us shortly, two other reps then attended to two customers who walked in after us that flagged the reps down . The rep we approached about us being skipped over after one hour of waiting was curt and rude. We ended up purchasing our stand alone data plan for our son's Apple Watch from T mobile just a block down the street for a great price in under 10 minutes with amazing customer service (turns out Verizon doesn't even have a smart watch plan that's not linked to a cell phone plan, something the rep could have just answered in a minute). My advice is to avoid this store or if you must visit it, forget about the check in system which they don't honor and be prepared to be aggressive and cut in line to get help. read more

I have been twice to this store recently and have had the worst customer service experience that I am actually taking time to write a review. I have a malfunctioning phone where I can't make or receive calls, the phone simply dies. I was in between work travels and I was nervous about traveling without a fully functional phone. 9/12/21 (reps Andrew and another rep): I go to the store and explain the problem, they say it might be a sim issue and replace it for me but it doesn't fix it (of course I had to reconnect to all my networks and bluetooth devices coz of this, minor complaint). They inspect the phone and then say I can either get it repaired for free or pay $49 to get a new one. I had a flight to catch that day so I chose the new phone option, they say they have to ship it since they don't have S10 devices in store . Coz I was going out of town I ask if they could ship to my destination - this was hotel (conference) and they said they couldn't coz devices can be lost and they are not liable. I decide to manage without fixing this issue (all other functions, wifi, video call, charging, social media were normal) and do the replace once I return. 9/20/21 (rep Andrew and Jay): I go to the store again to get th replacement done and now they (a different agent) say that I would have to buy a new phone since the phone has damages and that voided the policy. They had the phone with them during the first visit and didn't recognize the damage the first time and suddenly now the phone is considered damaged. The issue is they switched tunes and were simply not apologetic about giving me incorrect information in the first place and the tone was annoying and rude. "Do you have a laptop, you can go to the website on it", "this is our policy" or trying to explain how technology works and speaking down to a customer in general - I have a PhD! but irrespective of my qualifications the way I was treated is simply not acceptable. I may eventually have to buy a new device but for sure I will not be buying it from this store. read more

I wanted to leave a review for the awesome customer service I received from Ezequiel (Ez). I was in to pick up a new device add-on and to change a few things on my current plan . He really listened to what I wanted and was able to get everything taken care of with ease in a timely manner. He was also very knowledgeable , knew about all the current promotions going on and explained everything thoroughly, so I had no questions about what to expect on my upcoming bill. As a former customer sales representative at AT&T(Cingular) back in 2004 , I know what providing excellent customer service is all about and this was definitely one of the best experiences I've had at Verizon . My monthly bill is now $10 less even with the additional add-on. Thank you EZ. read more

I came in here browsing for a smartphone, and an aggressive salesperson pushed me toward a Droid 3. He also kept trying to get me to buy at least five accessories, which would trigger some kind of discount. Trying hard. My favorite exchange: Aggressive Salesperson: We have a great deal on this car charger, and a holder for using turn-by-turn navigation while you drive. Me: I don't have a car. AS: Oh. Fair enough. (Ten minutes later.) AS: You know, I've been thinking about it, and you should really get the car charger. Me: (Incredulous look) AS: I mean, maybe you'll get a car. It's a great deal! About a week later, when the salesperson's enthusiasm for the Droid still hadn't rubbed off on me, I came back to return it. Partway through that transaction, Aggressive Salesperson emerged from the back to convince me not to return the phone. It had only been "a few days," he said, I needed to give the phone a chance. (It had been seven, and I had to return it within fourteen.) I didn't adequately understand the appeal of "widgets." Or of-- here we go again-- "turn-by-turn navigation." It was easier to just leave than to keep dealing with him. Instead, I went to a different Verizon store, 473 miles away, where I could return it without ever dealing with Aggressive Salesperson again. I am not proud to say it, but a tiny part of me was glad to think that far away, AS was losing his commission from the sale. read more

I went in because my Verizon phone was not working properly, and needed to have it repaired. Their response was that they did not repair phones, and that they did not know any repair shops that did. They were insulting and I have never been so badly treated by people in a business. I later found out that there were Verizon approved repair shops available, by going to the Verizon store on Page Mill road where I was treated respectfully and given the information I needed. read more

Michael was fabulous !! I've been frustrated switching over to Verizon from my previous carrier as I had to call multiple times, error message after error message online, ambiguous instructions, but I decided to come into this store because it is near my work and Michael took care of everything quickly and got me set up with an Apple Watch as well. Thanks so much Michael ! read more

It's the best Verizon store in the area, but that doesn't make it *good* necessarily. They always have a crappier, second-best solution to any problem you have-- and if you go somewhere else (like call customer service... or visit the Apple store for an iphone issue), you'll almost certainly get a more satisfying solution. You can't fool me with your friendly greeters and their fancy tablets, Verizon-- when you tell me I need to buy a new phone for retail price, while I can go down the street and get a new phone from the Apple store for half that, you've lost some trust, pal. read more

Well I signed in to Verizon through an employee as one is meant to, and was waiting my turn. A very loud and obnoxious man came in and they took him first. Saying his situation would be easy and mine would take more time. This not the way to run a business. If I sign up and somebody comes in after me, they need to be seen after me. Customer service absolutely is terrible at this Verizon store read more

The customer service at this location is sorely lacking. The manager, Chris, doesn't seem to want to be there and not knowledgeable about the offers. His attitude was nonchalant and I regrettably visited this store to do an upgrade on our phones. read more

Not great, pretty slow, and not so helpful in figuring out what phone I should get. But once I figured it out for myself, they were helpful in transferring everything from my old phone and setting up e-mail accounts. They were a little pushy in terms of accessories, which is where the price hikes really come in. Also, I discovered shortly after getting my phone here that it would have been significantly less expensive at Costco, still with the 2-year contract with Verizon--same thing, but at least $50 less. I'll be doing that in the future when it's time for a new phone, or at least looking into it. read more

It's pretty obvious that many people go to their cellular phone carrier stores and they mostly complain or need some good tech-support. I know sometimes it's frustrating to deal with these big companies but sometimes it pays off when you approach these people at the Verizon store with friendliness instead of aggravation. Then stuff will get done for you and you could actually have a pretty good time while you're there, especially when you're showing off your vacation photos! Anyway this is my preferred store for Verizon. But the Redwood City location is just as good. Remember everybody wants to have a little fun on the job. So be nice. Have fun. Remember they are human too. Thanks Chris and AnDrew at the Verizon store in Palo Alto and Daniel at the Redwood City location. read more

This store is a FRAUD!!! this store tricked me into making a plan, said I was going to pay 260 $ per month and now my account is 440 $. the service does not close, the attendants are terrible and uneducated read more