Was pretty good with getting me set up with a new phone and plan, especially given my complicated situation. And each time I came back with a question or some follow up they were always pretty good about it. Sometime the wait can get a little long, and one time they told me I had to go to Cupertino to get my phone unlocked (after I got there, the guy made it clear that I didn't need to go to Cupertino) - but all those things are understandable, esp. given some of the complexities with my situation. I chose Verizon because apparently their data coverage in China is pretty good relative to all other companies. But I won't find out if that's true until probably later this month. read more

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Walked in and was greeted by Lorenz. Friendly service. Initially I was just gonna ask questions about upgrading from my iPhone 11 to an iPhone 16e or 16. They had a nice promotion going on at the time and I went ahead and upgraded to the 16. Lorenz was very helpful and answered all my questions. Didn't use pushy tactics. I walked out with a new iPhone 16 in a case with screen and camera protectors. Their trade in deal made it worth it. Normally I am one to hold on to my phones for 5 years or until it no longer works. read more

Sales Reps are very sharky. They are extremely dishonest and promise a rate that you get billed at 3 times the rate your signed a contract for. I signed a contract for 3 lines for $100 per month. Verizon billed me $86 per line per month + $57 in fees, + $20 per line, + more. A promised bill of $150 per month comes out to $329. Their online platform is horrible and the customer service reps on the phone are not able to effectively communicate. read more

I want to express my thanks to both D'Antae and Monte at the Sunnyvale Verizon store. They were extremely helpful. D'Antae spent a lot of time with me and stayed late to set up my new phone and register the accessories for a warranty. He explained the process very well. Monte was very helpful in getting me a replacement gateway that I had bought which didn't provide service at my home. The replacement worked much better. Both D'Antae and Monte were patient and attentive. read more

Stay away from this store. This is NOT a corporate store this is a third party retailer. We got 7 lines at this store and has nothing but headache. First they quoted us wrong prices, ordered the phones but never called us when the order was delivered to the store. Then all the trouble started.. they take no accountability for anything because they are just "third party". We went to the store 3-4 times, twice there was no one in the store with door locked during the time of operation. Other times the staff was annoyed and not willing to help. Thank god for the Verizon customer support online they solved our most issues but it took over 4 weeks and countless phone calls to fix the issue. At this point I totally regret moving to Verizon. Even the people on the customer support told me "if i had to go to the store I will not pick the third party retailer like this because they had so many complains about third party stores." If you like to go to the store , go to the corporate store. Avoid this location at all cost. read more

Horrible, f'd up account 3 times...bait an switch the phone contract ...avoid store if u want your sanity...go to a actual Verizon store not this one.....!!@ read more

The ineptitude of Verizon is wild. Good thing their cell service is completely autonomous, cause between the corporate office and every Verizon corporate store I've gone to and the authorized retail BS that is this store. These guys need clinical help to do their jobs. This has been a week plus of lack of communication, loss time and energy between multiple stores, Verizon's fraud department, and corporate number. I'm really at a loss for what these guys do in here. This review could go on forever, but honestly as a member for 23+ years Take it from me Find a different phone carrier service provider read more

The guy D'Antae so nice and so patient helped us family upgraded phones for 4 lines. Amazing and appreciated his fast paced and professional service to customers, very satisfied! Definitely come back again when need do more services. Highly recommended!!! Thanks a lot! :) read more

Walked in and Rob helped me within a few minutes. I was getting a free I15 with my trade-in. Rob was good but kind of car salesman-like. I got my phone .. he did the transfer ($35) 15 minutes quick. He did the screen protector and phone cover. Made it seem like it was included but he did do a good job. Walked out including taxes extras and transfer - approx $210. I appreciate what he did but should NOT have gotten the extras. All this time, a few people came in and they waited a long time to be helped. One guy actually walked out. 2 days later I come to turn in my trade in and there was about 10 people waiting. Yikes, I left. One week later, I drop off my trade-in. The new manager is there (Rob's no longer employed) and Grace helps me. Shes very good and honest. She answers all my questions. I feel good about the service. Previous, I thought they were going charge for the phone by financing. Oh I'm the only customer - yay!! Bottom line, if it's busy, leave. Try and get Stacy who is up front and honest! read more

A HUGE "Thank you!" to Grace today! I spent 3 hours last night trying to figure out a Google Maps problem (I wanted it to route me but "avoid highways" because I've reached an age where I'm no longer comfortable driving at freeway speeds after dark). Grace was able to show me exactly how to find that parameter in Google Maps, and then waited patiently, while I toggled the parameter a few times to make certain that I wouldn't forget how. Grace epitomises the incredibly talented and patient and kind employees at this particular store. I was feeling like a total idiot, and she didn't even blink when I asked for her help. She just invited me to have a seat and asked if she could hold my phone and try a few things, and gave me a solution in about five seconds flat! This is the top-of-the-line customer service that most stores advertise, but this store actually provides! Thank you, Grace!! read more

The first time I went to the store a few years ago, everything was great and easy for phone sign up and plans. The second time at the end of 2022, during Black Friday device deal,I signed up for the deal without knowing that I was signing up for new service lines. I returned everything within a week. I back every day for 5 straight days, and each time there were issues to being served, needed to be at the store for an hour (was there 30 minutes before closing), or a bunch of other issues. Finally returned the devices. Apparently my returns were not processed correctly. I ended spending countless hours with the store, going back to the store in person, being on the phone, going to 3 Victra related stores, contacting corporate, going to Verizon store nearby, calling Verizon Corporate 5 times, now having issues with Verizon about payment options (have to to banking vs credit card payments), Verizon Corporate also have issues with handling payments. I was on two 3-way calls with Verizon Corporate and Victra. Ended up going to the regional manager for Verizon (who turned out to be someone I went to college with), having to go through Verizon billing, having so many bills services, fees, hidden fees, reverse charges, autopay charges, late charges, American Express stop payments, speaking to customer services for 15+ hours, speaking to Victra corporate for 2+ hours, 4 failed call back attempts from Victra and Verizon customer service, wrong information, being directed to Victra store, then corporate, then Verizon store, then Verizon Corporate. (Yes, this is a run-on sentence, just to show how crazy of an experience for 2 1/2 months. I have been a Verizon customer for close to 19 years, if it wasn't for Veronica H. and Kiet C., I am sure this issue will still be unresolved. Verizon and Victra needs to figure out better training, a better process, and fix this entire experience. read more

I went into this store on 3/14/24 to upgrade my phone and everyone in the store seemed nice and willing to help. The whole process went smoothly and I was very pleased that they had the phone I wanted in stock and they didn't even try to offer me products I didn't need. Everything was done in about 15 minutes and I left extremely satisfied. HOWEVER, this morning I received a text stating that a Disney Bundle had been added to my line, which was confusing because I already pay for Disney+ from Disney so why would I need to add it to my phone bill? I tried to log onto my Verizon app and to no surprise, my account is locked and I need to change my password, so I assumed someone hacked my account or something, which happens. After chatting with the Verizon agent through the app (who was wonderful by the way) I've come to find out that this store added this service to my line without my permission. Did they think I wouldn't notice or be notified? While their customer service might be good, I feel it is all a guise to make you think everything is fine so they can try to add shit to your bill to boost their numbers. Be very careful with this store! I'm very thankful to the Verizon Agent I spoke with that was able to get this sorted and have this fraudulent charge removed from bill. read more

Verizon - Verizon Agent letting me know it was the store who added this charge to my account. - Mobile Phones Near Me - Sunnyvale, California

I have two eSIM's on my phone. One is Verizon and the other is a different service. The Verizon service never has more than one bar and is always dropping. The other service always has 2 to 3 bars. I do not recommend Verizon. And it's A LOT more expensive than the other service that works so well. read more

AVOID THIS STORE AT ALL COSTS! Repeated negligence by this Store, which was acknowledged by the store's general manager, and the general manager responds with a firm refusal to make any meaningful gesture to make amends. Not even an apology! DO NOT GO TO THIS STORE! Needless to say, I will never be doing business with this store ever again and I am looking into switching to one of Verizon's many competitors. Edit: Victra Support has taken care of this situation with haste. Thank you, Victra Support, for cleaning up the mess this store and it's general manager created with their neglect. This is restoring my trust in the Verizon brand. read more

Katie is nothing short of amazing. I came in unwittingly underprepared for what I needed and she went above and beyond to make sure all my needs were met. She's a wonderfully charming person as well as personable and professional. 10/10 - Wouldn't throw a box at her head. read more

Grace is a professional and polite and patient lady. She looks like new in the store. I came some days ago to solve a misfunction of the 2 cell phones in my family and together with Grace we have found that the real owner of the two phones (in other state than California) should authorize that part of "good" functioning. Now I know about such limitations and if it will happen again I will try again to the patient and polite and professional Grace (nice name also!!) read more

"Can you hear me now?" My pleas have fallen on some deaf ears. Man, Verizon has really degraded in their customer loyalty department. I have been with the for a number of years and for most of that time had 4 lines. Monday of this week, suddenly I lost a call, and my cell would show invalid Sim. I tried all of the suggested fixes, but no luck. So, I turn to Verizon, and they offered to ship a free replacement SIM card. Said it would arrive by 7 pm on Wednesday....hmmmm, nothing. Thursday....Nothing! Today???...awe, nothing!! So, I go to my nearest location, of course had to make an appointment. I am greeted and I explain my dilemma, and she says "$10.00 for the SIM card and $40.00 to set it up. I said wait, I was told it was free. She then said I would have to go to a corporate store. Great, where can I find a corporate store, she says "no clue"...just kidding...she says Cupertino. I can't make it to Cupertino and back in less than 45 minutes. So, here I am blasting Verizon for leaving me up $&@) creek without a paddle. "Hey Verizon, Can you hear me now" ..... Didn't think so well I guess I will try T-Mobile read more

This store made me seriously question whether I wanted to stay with Verizon. No greeting when I entered the store. That's fine. Two guys were helping the only two customers in the store, so I sat down to wait. TYLER, Verizon's regional "small business manager," was chatting with a woman having a nice conversation about travel. That's fine. Employee WALTER came back from a break and headed to the back room. Instead of anyone acknowledging me to say someone will be right there, TYLER headed to the back room to chat with WALTER. I could hear them talking about other colleagues from where I was sitting. I sat there for over 20 minutes before WALTER came out and asked if he could help me. "Yes, thank you." I told him I needed a new phone. "Let me look up your number." He then proceeded to continue chatting with TYLER about all of TYLER's regions in the area. I sat there staring at them for over 5 minutes before I told them I was good and would go somewhere else. I don't expect employees to jump up and greet me and make me feel like they are happy to have my business, but at least make an effort. C'mon. These guys were so terrible at customer service, it honestly made me question the quality of Verizon and why anyone with such abysmal customer service would be hired for this job. We depend on our phones, and without one we are stuck. My phone fell in a pool on Tuesday. I tried going to two Verizon stores yesterday. One was "temporary closed" and the other (across town) said there was a nation-wide shutdown of services. Ok. I tried again today at this location. I didn't have all day but had budgeted an hour-and-a-half before my next meeting to be enough time to get a new phone. Well I waited for over a half-hour before anyone even spoke to me, and then I waited at the counter while these payasos continued chatting about their personal chismes. There was one other customer in the store. I can't imagine what happens when there are multiple customers. These guys are a joke. This location is a joke. I know it's hard to find employees right now, but I would have much preferred dealing with a robot to get a new phone. Lame. read more

Charged for services that they did not deliver. When we asked for more assistance to set the phone up for what we already paid for, they threatened to charge more. Had to leave without the phone setup even though we already prepaid for it read more

Went to get a new Sim card for my girlfriend. I have never seen an employee act so unprofessional his name is Ethan F. At first, he was huffing and puffing about what the last 2 customers needed, and if the issue could be facilitated by the customer. Rebooting phone, etc. We already knew coming in that a new Sim card was needed. He proceeded to cut us off before we could finish explaining and just said that it would cost 40 Dallers and you are my last customer. Ok. Seemingly annoyed, he asked my girlfriend for her phone to insert her new Sim card and asked her about the contents of her phone (a nickname on her home screen). And how did she do that. Harmless question. As she answered, he grabbed his personal phone and began to blow her off while she was talking, and she patiently waited for her phone back. Still on his personal phone She asked him if her phone works now and if she should pay. his answer was (try it) (while he was looking down on his phone). I called the phone to check if it worked, and nothing. He sarcastically tells her maby it's because of the stuff on her phone.. (screensaver nickname) (mocherry) Obviously, the Sim card will take a quick second to load up, but why does he feel the need to bring up a personal item on her phone as a problem while he isn't helping her at all. He clearly had other things on his mind with whoever he was on the phone with, etc. She nicely corrected him and proceeded to make sure it worked on her own. He just hands her the paperwork and walks away. No eye contact, thank you, nothing. She was trying to ask him questions, and she was ignored once again, so we left feeling like we handled our own issue. His customer service was the worst I have seen with any phone store. I was compelled enough to return and ask him if he was ok and if there was a reason for his unprofessional attitude. His response was in the form of a question if i had ever worked retail before ?? It's not my fault you don't like your job, bro. He was already outside with his backpack 10 min before closing hours. I just told him his management needs to humble him, and I'll be contacting them since it's so hard for him. He laughed and walked away as did I. I don't know how this place gets anything done with that service. Good thing the Sim card was only 40$. We will not be returning. read more

I bought a new iPhone from this store and during check out when it was time to pay, the sales rep told me I qualified for a FREE Home Device Protection Plan for my loyalty as a Verizon customer over 10 years. I agreed to it. A few days later, I then received an email from Verizon that said that they are going to charge me $25 a month for the Home Device Protection Plan. Basically, the sales rep lied to me. I went back to the store to cancel it but was told they could not help me cancel the service as they are only in sales. They recommended for me to call customer service. Lying to get sales numbers up is unprofessional, unethical and just plain poor business practice. read more

Just horrible all around! Avoid! From awful unfriendly staff to the manager that's never there.

Customer service at this branch is straight up trash and very lazy. The guy who works there doesn't care about his job and the customers. Verizon should fire that guy. He didn't even show me the plans or what not. He assumed I knew everything. Avoid this branch completely!!! read more

Bullshit Services from Verizon Store Sunnyvale they should Hire some good professional People for this store, becuase they dont have any information regarding verizon services they just open stores for sale or making businesses from people the guys was present at that store Danny he is totally ridiculous with his behavior with customers i went to this store for concern raising high bills automatically without any changes in plans when i asked them they started making fun of me or told me this is just few dollars, Also When I Questioned them its matters for me if you have guts then give me this few dollars then they replied they cant give me but they have guts in their Asses for making fun but they cant loose their money but for same they can make fun for customers concern, its not matter of few dollars, Verizon should have crystal clarity in customers bills but Verizon always just looting their customers also opened stores with uneducated or untrained professionals who cant help customers or cant give explanation for raising high bills, apart from that they make fun and they laugh for customers concerns. read more

Darren is great! He was friendly, professional, and knowledgeable, making sure we left comfortable with our new plan. Very satisfied.

My husband and I are impressed with the staff at this location. They are friendly, polite, and competent. We had an issue with my Pixel, and the problem got resolved promptly. read more

This Verizon retail location is clearly the worst I have ever visited. I have been a Verizon customer for many years and I have 5 active cell phones with them. I was required to stand on the sidewalk and wait for someone to come to the door. He then said come back in an hour. An hour later, I came back and waited another 15 minutes for them to come to the door. After I that he said he can't help me, I need to go to Apple. I am clearly frustrated. read more

ZERO STARS! I came in here because my iPhone 7 broke. I am on vacation and 6 hrs away from home. I needed a new phone and the Black Friday sale brought me in. I purchased an iPhone 8, the last one they had. It was a rose gold and I hated it once I left. I went on the Verizon website to see if I could get a different color only to see that the monthly payment was $5 less online. I returned my phone back to Walter knowing I had to pay a $35 restocking fee. No problem it's a small price for my happiness. I found out I could get the 8plus in black at the corporate store in Mountain View for the same monthly payment as the 8. Walter said he couldn't match the price so I returned the phone back to him. At first he tried to tell me the restock fee was $70 but I argued it and showed him the receipt that said nothing about $70. He acted like they had just changed the policy even though he's the manager. I did the return and left, I looked at my receipt after I left and he did some shady business by charging me $30 for Redux Single Line Membership and crediting me $30 for the restock fee. The restock fee actually shows $5 and the Redux which is a water damage warranty, for a total of $35. Funny thing is WALTER I didn't buy the Redux! Also he charged me insurance on two phones without my consent. I received no paperwork showing it or consenting for it! I went to the corporate store in Mountain View and actually got it all fixed and I was able to get the IPhone XR for $2 more per month than what Walter charged me for the iPhone 8. I also called corporate and complained and guess what Walter they gave me $75 credit and you should be hearing from them soon! Also if the DM wants to talk to me I would love to let you know how I felt after I left this store. Walter is a shady dude and basically he stole from you. He charged me for the Redux probably so he could receive some type of commission then he issued me a credit for the restock fee which if he had the power to do that he could've just waived it and I wouldn't be writing this review right now. Walter, get some morals buddy, I'm very disappointed! Also this store is not a corporate store so they charged me $20 each phone for a set up fee plus you also have the $30 activation fee that they bill you. Do yourself a favor and go find a corporate store they don't charge you a set up fee at all. This was definitely a lesson learned for me. read more

Verizon - Mobile Phones Near Me - Sunnyvale, California

The store signed me up for a device protection plan for $17/month without asking me. That is double the price of Apple. It says $0 for Device Protection on the receipt. Asking to cancel got a response from Walter: "that is our policy, to sign people up for that." Cancelling it has to be done online. And you have to wait at least a day because the Verizon app shows the device protection immediately but there's no cancel button. Obviously they are desperate for money but this "sign up without asking the customer" is new to me and they are probably doing it to everyone. read more

We had an 11AM appointment at the Victra Sunnyvale location - the store was closed when we arrived just before 11AM, despite the 12/26 hours showing a 10AM opening. We were there until *noon*, and it never opened (went to the grocery store next to it later in the day, apparently it never opened). The reason I was there for an hour was that while waiting, I contacted their chat support to set up an appointment elsewhere. The half-human/half-chatbot cyborg (more like 40/60, really) on the other end took *40* minutes just to set up another appointment at the Santa Clara location for 4PM. We got there just before 4 and . . . it was closed. There was a hand-written sign on the door saying that it would open at 4PM; we stayed until 4:30PM and nobody ever showed. For there to be a handwritten sign, someone had to be at the store today so there's no plausible excuse. Don't waste your time with a Victra outlet; just go to an actual Verizon store where you can expect that (gasp!) the doors will actually open. read more

Verizon - "Open at 4" - nope! Open at 4:30? Nope again! - Mobile Phones Near Me - Sunnyvale, California

I usually don't leave a review however, I feel like Darren went above and beyond, and I wanted to make sure he gets recognized. My daughter broke her phone and was in panic mode when we walked into the Verizon store. Darren was patient and informative and took care of our problem. I will definitely go back if I have any issues or want to upgrade. I know Darren will take care of us. read more

So I came here grumpy and start complaining. But Sophia attitude and her resiliency complain turn me and I ended up happy and my thing was taken care of read more

I wish I was told upfront there were additional fees to activate the new service in the store versus online. The lady was nice and friendly but it was the same thing I could have done it online myself. I went through the process through Verizon website but didn't want to wait for the sim card to be mailed. Came to the nearby store but the additional $30+ is a bit expensive for clicking buttons (their interface looked identical as the website I tried). Sharing my lesson learned. For those are interested in Verizon plans, I'd encourage to go through the online purchase/upgrade process first yourself if you can wait for a couple of days for the sim card to be mailed to you. I also don't know if those fees only applied in the so-called authorized retailer like this one. Maybe it's waived in the Verizon owned stores? read more

I wanted to transfer to a new phone but the internet kept disconnecting. They lock the door which I thought was strange, but apparently it's Covid proto call. Sophia was very knowledgeable and friendly. When transferring my phone the connection failed a few times again. But Sophia kept working on it, while multi tasking with other customers and a ringing phone. She's a rockstar thank you! read more

Came here to upgrade my iphone. Super friendly and knowledgeable staff. They understood and helped me quickly get what I needed and throughly explained the process and billing questions I had. read more

Lol, who runs this place? Customer service guys are indifferent and defensive. Stay away. And whoever is running this place, grow up and manage properly. read more

Waited there for 20 minutes before a guy came up to us and said they are going to charge us $30 for any help since they are a "retailer". Be aware read more

Came here at 5:40 on Sunday in a panic since I had been phoneless after a disaster with T Mobile (left Verizon to go to T mobile through their buy out program... worst mistake ever!). Sofia/Sophia (sorry!) and Jayla assisted me TREMENDOUSLY. I explained the situation I was in and they were completely transparent that they would try their best to see what they could do, but it might not be something that can be done today because I had closed my Verizon account when switching over to T mobile. Jayla was able to make some calls and figure it out. I got lucky that they were able to figure everything out and got me back into a phone and reinstated my plan with Verizon since it wasn't completely cancelled yet. I thank Sofia/Sophia and Jayla so much!! These two ladies are amazing at their jobs and great assets to the store and company. They were not only helpful, but very understanding and sympathetic about the nightmare I had just been through. Will definitely return here if I ever need anything. Although I came in right before closing, I had never felt rushed or like I was a burden to them which is a rarity these days. I advise anyone to go see Sofia/Sophia or Jayla for ALL of your phone needs! They will exceed your expectations. read more

Just called store ask about s20 and verzion tech issues. The guy answered literally said your not a customer of are I can't help you and hung up! Wow unbelievable rude. I'm trying to go and purchase phone for my mother and this guy was not very professional at all. It was my company I'd give him last check on spot. Not paying you to lose money in my store. Date it happened 5/31/2020 at 1:30 p.m. read more

Don't bother making an appointment Ca rep said, after 15 minutes waiting outside, that walk ins and appointment clients are all in the same cue and I would have to wait who knows how long for her help No apologies we offered read more