On September 14, I was at your store for an online appointment at 7pm. I was told that there was no coordination between the online service and the store and therefore my appointment does not exist. When time went on, it appeared that this male employee had no inclination to be professional nor courteous. The last straw was when I asked if I can have his attention , the answer was " you have half of my attention" I an appalled and strongly recommend basic training in customer service. read more

2 months ago, I bought a Alcatel Flip phone on Stevens Creek. This morning, it would not connect to Verizon, or WiFi. Took it to " this " Sunnyvale store. The guy would not even look at it. Had the gall to say that's what you get when you buy a flip phone. Said it had a 30 day return policy. I should just buy a new phone. So you sell people junk ? Told me to call tech support. With what I said. He wouldn't do it for me. Said I was out of luck. Drove another 8 miles, to Stevens Creek, and the cool cat there reset it, and it was fixed in 2 minutes. There's a reason why Sunnyvale has such a poor rating. read more

I've only been here a couple of times since it's a convenient location.. The red headed female who assisted, named KIMMY, didn't even introduce herself and not only that but was rude as hell to my dad, who speaks broken English which by the way, is understandable to get by. I don't know what the deal is with this employee but just because it's almost closing time definitely does not give you, KIMMY, the right to give so much attitude. You're in retail and retail requires PLENTY of customer service. Please work on the level of customer service you provide and learn how to deliver with no attitude when customers come in for help. That's your job - to service and help customers. If you're having a bad day, suck it up and learn how to de-stress when you're off the clock, smh. read more

Very polite and friendly help,stopped in to take a chance and ask for a little help with installing a screen protector for my phone they were somewhat busy but they helped my right away and did a fantastic job, very clear and no bubbles on my screen, great service read more

I've never been here without leaving in frustration. I would have given 1 star but the apparent manager actually tried to get his associates to help me rather than ignore my presence, so that's *something* right? I'll downplay the fact that the associates then reluctantly talked to me and then gave me information. read more

"0" stars if possible........ several visits to this Sunnyvale store regarding 2 devices has proved frustrating and difficult! Uninformed, lazy and not "customer" oriented--shame on them! read more

Was here for 5 hours. And they slipped in a "set up and go fee" for 20$ as if we weren't there for 5 hours. Initial wait was 15-20 min, waited 45. Then took 4 hours to activate the phone due to "system overload". Paid 65$for screen protector, 45$ for phone case and 35$ for a cable... and they couldn't price match the actual phone for whatever reason, reason being the system was down I suppose...I don't see why we would get charged a set up and go fee when we downloaded a FREE app that helps transfer data from old phone to new. We weren't able to review this charge till AFTER the charge and printed receipt occurred. Not very honest and to think the workers allowed the charge after being there for so long, our phone was already activated but we couldn't leave because we needed to pay... also a zip code was entered incorrectly so the transfer from old phone to new wasn't going through and was taking forever to fix on their side. Feel completely taken advantage of for my patience with this "set up and go fee" and no explanation of what it is. The receipt doesn't even tell you what it is other than non refundable. So manager who responds to yelp posts... please explain what this fee is in writing as I will not be calling your 1800 # ... and why should this fee applied to my scenario ? Correct me if I'm wrong but our signature is copied onto a document saying we agree to the above terms and conditions. Which covers 100% of their butt saying we waive all rights in any disputes against VICTRA. Is it legal to have us sign something digital with lack of or missing/misleading information? I mean my receipt is 3 pages long... And I don't recall reviewing it. While this may be only 20$, I don't feel very valued as a customer as it would seem there are hidden fees prior to even becoming a customer and I don't find that honorable business at all. read more

Terrible employees, the guy with the pony tail was on the phone with his girlfriend while he was helping me. He had her on speaker phone and kept singing the song that was playing on the loud speakers. Very unprofessional and rude. He didn't know the answer to half of my questions and bum rushed me out the door because apparently it was lunch hour. He didn't even activate my new line properly and told me it should be good in 15 mins. 30 mins later I went back because it still wasn't activated and he was on lunch. He took close to a 2 hour lunch and when I tried calling the store phone later that day no one picked up. Don't waste your time here, rude employees who don't care at all about customers. read more

Customer service is lacking at this store. I went to this Verizon store about 40 minutes prior to closing time to upgrade my plan and to add a new line and phone. I inquired about a promotion that was texted to me from Verizon and a iPhone promotion that I saw on the Verizon website. The two male employees I spoke with gave me the bum rush and they did not seem to want my business. They just told me that they did not know about the promotions and that I should contact Verizon directly. So I left. I then drove to the Cupertino Verizon store on Stevens Creek where the representative was very helpful. She took the time to explain everything to my satisfaction and I let the store before their 6pm closing time with two upgraded lines, a new line, and a new phone on order. Verizon Sunnyvale, please emphasize training on customer service. It makes a big difference. read more

Worst service provided without completing my request even if they spent over 6 hours. They didn't have any care and respect on customer.

Hi my name is Edward Martin I was in the Verizon store May 28th at 11:25 a.m. salesperson .sophear.s She was the young lady who helped me I appreciate her kindness at most professional I knew she exactly what she was doing and went extremely out of her way to help me while I was in there I was the only Inn at the time a new customer that gentleman came in he had brought in the phone and some type of pad I don't know what it was but he wanted to bring back in exchange he was being very difficult the young lady explained to him He wasn't paying attention I knew exactly what she was telling him and I understood it right away and besides when he first purchase the two items he didn't pay attention in the beginning anyway or else you would have understand what she was saying so I let her help him so he would leave the store as fast as possible he was just being annoying an unwilling to listen show the young lady respect so I asked her to took care of me and him at the same time I didn't mind that I wanted to help her get rid of this guy I'm so sorry that she had to put up with this nonsense she's a hard-working young woman and I truly believe she will go far in life one day smart intelligent pretty young lady so anyway I will do visit with her store anytime at that store I just appreciate what you did for me and I do appreciate what she tried to do for this man but he was uncooperative she finally helped him and he got on his way she helped me in and I was on my way I love the store I love your product I get better reception I will go there again if I ever need any help hopefully this young woman will be there to help me my best wishes Edward Martin thank you thank you young lady and have a great day It was in the Sunnyvale store El Camino read more

I was very disappointed at the employees customer service and the way he treated customers. We Went to this location (closer to my location) to have my new Iphone looked at that was just activated by another Verizon location the previous day. My wife and I waited our turn outside as the employee helped another customer. The male employee looked at us and asked why we were there with a rude tone in his voice and I explained my issue with my new activated Iphone from Another Verizon store. The employee was very unprofessional yelling at us and another customer and telling us without looking at my phone, saying I can get a new phone or he can look at my phone for $20.00. Due to the employees behavior and of the fee being un necessary, I went to another Verizon location near by which they were professional and fixed my phone for no charge. I would be careful at this location with potential un necessary charges other Verizon stores don't charge for. read more

Do not go here! They rack on a lot of extra fees without telling you about them. Walter upsold the shit out of me by just plain out lying about the price of the items. I was also charged for insurance without asking for it and various other features. Once I figured out how much I really paid for accessories and saw the services I didn't actually sign up for on my bill I tried to return everything except the phone. I was belittled for trying to do this and was told how I should be spending my money. These people are clowns. I called corporate and complained about my experience and they issued a credit to my account. Save yourself a trouble and literally buy a phone anywhere else. read more

Walter, the store manager was superb in resolving the above issue. Walter gets 5 stars but the overall experience leaves it at 3. If you're going to this store, as others have said, deal with Walter or at least make sure that he's there to assist you if you have any questions or issues. read more

I showed up within business hours. Door was locked and there was a sign that said they'd be back at 11:40 (20 minutes from when I got there). I waited a few minutes and the guy came out and opened the door unapologetically. I have a warranty issue with my phone. He said because they are Victra, they don't deal with warranties. Ok maybe just weird that my last warranty was taken care of by a different Verizon authorized store. Not a Verizon corporate store. He then tried to sell me a new phone. I pay for the protection plan monthly for a reason. I was clearly annoyed and his response was just to smile smugly at me rather than act with actual customer service. I expect that from a Sprint store. Not Verizon. read more

I wish we could give negative stars! August 2 I went to this store. I explained to the young man working there that I was getting new hearing aids and was thinking about possibly getting a new Samsung phone. I currently have a Galaxy Note 9. I brought in a list from my audiologist listing Samsung phones that would be compatible with the Blue Tooth in my new hearing aids. I told him up front that I wasn't sure if I would need a new phone as my Note 9 is on the list of recommended phones for my aids but as I have been having some issues with my phone, I thought it wouldn't hurt to just see what might be available. The salesman was dressed sloppy, nose piercings, tattoos all over his hands - definitely not the professional look. While his appearance and demeanor were rather unsettling, I Wanted to give him a chance. He took my phone, ask for my number and looked up my account. He then proceeded to tell me that they had a couple of different promotions that I was eligible for with the phone and length of service. He rattled off two different promotions - one where I would get $600 for a trade-in and the other where I'd get $559. I asked him to explain what the difference was and he proceeded to tell me that I would need to get a new plan, although it was exactly like my current plan, and I would get a trade-in of $559 which would be paid out over a two year period at approximately $11 a month. When I ask why I shouldn't get the one where I'd get a larger trade-in ($600) all he said was that I wasn't eligible for that one. (So, why tell me about that in the first place?) He was wanting to give me the Galaxy S21. I asked if he could explain the difference between my current Note 9 and the S21. He walked me over to where the display phones were for the S21 and said I could read myself. There was nothing to compare what I had with what I was looking for. He came back out with a new phone. When I asked about a case and screen protector, he just waved toward a wall and said "Over there". I had absolutely no idea of what I needed to look at as far as the proper screen saver for that phone. I realize that I should have walked out of the store way before this time but I'd already spent 45 minutes there and "thought" that I was close to being finished. Little did I know!!! He told me that he would transfer everything from my old phone to the new phone but that it would take him an hour and so I could leave and come back. When I went back an hour later, he told me it was finished and he just had to write up the paperwork. He told me that I needed to clear my old phone back to the original factory settings, which I did. At that time, he took my old phone and took off the screen protector that I had on it. At that time he immediately said, "Oh this voids the promotion because your screen is cracked." I was shocked because it had now been over 1 hour 45 minutes, he had had my phone in his possession most all of that time and he never bothered to mention anything about the screen until then. He called someone to ask them how much it would cost to fix the screen and when he got off the phone he told me that it would cost them more to fix the screen that what the trade-in was worth and so the deal was off. I knew that there are a couple very little chips in the bottom of my phone but until he took off the screen protector, I had no idea that there was also a hairline crack on the screen. At that point I just told him that I wanted my old phone back and asked him to please transfer everything back to my Note 9 that he had transferred back. I asked if this was once again going to take an hour and he replied "45 minutes". I went back to the store exactly 45 minutes later. He walked to the door and handed me my phone. I asked if I could watch him remove all of my data and files off the new phone and he told me had had already erased everything. No proof that he had done this. I asked if he would please give me name and number of his manager. He said, "It's Walt". I asked him if he would please give me his number. He quickly rattled it off with no offer to hand me a business card or write his number down. I had to ask him to please repeat it as I entered the number into my phone. There was no offer to replace my screen protector that he had taken off and thrown away. There was no apology for the fact that I had wasted over 2 1/2 hours of my only day off that week. I called the manager. He told me that he would talk with the employee. Again, there was no offer to replace the removed screen protector although he did offer a slight apology. When I asked if I would be hearing back from him, he told me that he would call me. I've heard nothing from the man. Wish I could write more...this was the worst experience ever!!! I only wish that I had read the other reviews before I went there. I did go to the Santa Clara store, where I should have gone first read more

I showed up yesterday in need of transferring out of my family's plan & desperately needing a new phone. Harold O. was very patient in sorting all of it out for me, calling other representatives, finding the plan that best met my needs, and even explaining a promotion that was going on. I came out with my new iPhone8 & a tablet as a very satisfied customer! However, on my way home I decided that I actually wanted the portrait mode feature from the iPhone8+. Hoping it wasn't too late to exchange, I waited until this morning to see if the change was still possible. Victor kindly took care of the exchange without a problem! Their customer service is outstanding & they make the whole process be of such ease. I highly recommend coming here for your Verizon needs. Thank you Harold & Victor! read more

Sophia was AWESOME! Super friendly, knowledgeable, and helped me get the best deal available for what I needed.

I came to this Verizon retailer to do an upgrade on my phone and had an amazing experience. I would personally like to that Harold for assisting me. He was very professional and had awesome customer service skills! He answered all of my questions and explained all of the available options to me. Harold was able to get me in and out on a timely manner, I highly recommend him as a salesperson! read more

I called three different stores looking for an iPad Pro. Walter at this location asked me to hold on and he would call around looking to find out what is the closest store to have this item. That goes above and beyond what the other Verizon stores did. That is good customer service. read more

Sophie was knowledgeable and very helpful in resolving my issues. She even waived the SIM card fee while setting up a new line!

Walter Rivas - this Man kicks ass!! went in there to get my gear, he hooked me up ... Oh HELL Yes!!

Tried to transfer phone number over from Xfinity. Took longer than 24 hours to do. A regular request that's taken place millions of times. Missed multiple important phone calls in the meantime. read more

Well, I have added one more star, reluctantly. Most of the issues we have had with Victra in Sunnyvale were resolved, to a degree. However I would not do business with this place, again. After reading the receipt, i found out that the Samsung Tablet given to us (Free). WAS NOT FREE. There was a $99 charge. Also (Harold-Sales Person) added a device called a HUM-for Free. Was not free.we were billed $30. It's a device , which you plug into your car. It's supposed to tell you the diagnostic health of your vehicle. He had also added 2 lines to our Verizon service on a 24 month contract, one for the Tablet and one for the Hum. When we called about this charge, which we only found out when we checked our verizon bill. They kept putting us off- with let me check, I'll get back to you... Well, Thank Goodness we went back before the initial 14 days were up. Most of these issues were resolved, (Reluctantly by them). One issue which has not been resolved is a $70 trade in for our 2 Apple iphones. We had originally purchased Samsung phones, took them back the next day and purchased Apple iphones. The $70 was not applied to our Apple iphone purchase. Walter (Mgr.) said it was applied to the Samsung. Duh, yeah, but we didn't keep them, we purchased Apple Iphones. We want our $70 trade in value applied to our purchase.. READ the FINE PRINT and Hold on to your A$$$, when dealing with this store. read more

I just did an online prepaid purchase and they sent me to investigator to verify I am me and wanted my social security number and told me I had to send a copy of driver license and proof of resident, they are messed up and now if I cancel my order it will take 5 to 7 days to get my money back, WORSE PURCHASE I EVER MADE! read more

Thank you so much for charging my phone, so I could get back to my friend's house! I am traveling and my phone battery died, so I didn't know how to get back to her house. You saved me! Thanks again! read more

Today, I called inquiring if Verizon buys out contracts as I was intending to leave my current provider. I told the rep I was unsure if I wanted to switch at the moment due to the fees he described but would follow up with my provider to see how exactly much it was and call him back. Before I got to the but part, the rep hung up on me mid sentence. When the rep realized that I was calling back, they blocked my number from the store. I went in store to share my experience and Walter was dismissive. I told him that I wanted to share my feedback with corporate and his response was he "had five years of retail experience" and I was "one of many customers" who made "threats" like that. Long story short, I'll be renewing with my current provider. I felt Walter's comments were micro-aggressive and discriminatory as a person of color. I felt I was also refused service by the previous rep. This is how your reps are treating customers inside the store. I was also told by Walter that "all managers were on vacation." Just thought you should know what's happening. Customers are not sales transactions. I contacted the Yaser over email and want follow up on this at your earliest convenience. He has my number. read more

The store is ok but there is massive pressure with the upsells for products you don't need. Very annoying.

Had to go into Victra on a Friday night for iphone help. We worked with Walter Rivas who was excellent! He was knowledgeable, patient, and helpful. We would go back again for sure! read more