-
January 2024 by Henry Proctor
My SIM card suddenly stopped working, and my phone (Pixel 7) was near-unusable. I verified this with an old phone and a spare SIM - it wouldn't work no matter how many times I reset network options or rebooted the phone. I couldn't log into my Verizon account either since two-factor authentication was linked to my phone number. Luckily, I was off from work when this happened, so I first went to the local (non-corporate) Verizon location. They were friendly and tried a few things, but they couldn't activate a new 5G SIM card on my phone or enable the e-SIM, unfortunately. They recommended I go here, the closest corporate Verizon location.As I entered, I was greeted by the store manager. If I recall correctly, his name was Alex. I explained the situation and he was able to get a new SIM card working in about five minutes. I was not looking to make any other changes to my phone plans, but we spoke about them for about ten minutes and he identified some potential advantages to switching one of my phones from the grandfathered unlimited plan to the new set of unlimited plans. We live in the Santa Cruz mountains and have only a few options for internet services. The 100GB mobile hotspot data upgrade available on the new plans, as well as bundling Netflix, HBO Max, and Walmart+ (we already paid for each of these separately) is seriously making me consider switching one of the Get More Unlimited phones over to their new plans. I may not, but it was kind of him to give me a detailed quote of the monthly charges if I decided to pull the trigger.Finally, Alex reminded me that I'm paying $8.99 for Discover+ since the free year had recently expired - I went home and cancelled that, saving me some more money. I had a great experience when I visited this Verizon location, and I recommend coming here if you're dealing with SIM card issues.
-
January 2024 by Luke Jackson
Big guy (wears glasses) who greets you with a tablet, desperately needs customer service training, immediately. I introduced myself with my first name, he replied, “Ok…”. He didn’t care; he wanted to know what I wanted. This guy should not be the one to meet and greet the customers. However, the individual who finally helped me—big thumbs up. He was good and seems to enjoy his job. Younger, shorter, asian male.
-
January 2024 by Victor Sandoval
Good location with a good staff to help with your cell phone needs. Always try to accommodate our needs
-
January 2024 by Sam Hou
Poor attitude to helping customers. Wouldn't help to dial or talk to tech support when trying to troubleshoot phone issues. Even when store was mostly empty.
-
November 2023 by Alexei Coconov
Competitive company!
-
October 2023 by Joseph Brody
Spent ~ 2 hours waiting there.The guys are nice and knowledgeable, but they need to get a better flow. All I wanted to do is pick up a new iPhone 13, 14 or 15.At first, they said that the 14 pro was out of stock, then then guy disappeared into the back ~4 times. What happens back there.Then they handed me to another guy and he found a 14 pro and also ~$400 off. What? There was a lot more disappearing into the back some more. ~ 2 hours.
-
July 2023 by Shirl
Verizon fails to understand the value of long-term customers. Their nonchalant approach to engagement in the store and customer retention as a measure of success is... disappointing. However, the most frustrating aspect is the cost and deterioration of mobile network services. They fail to recognize that customers are not a captive audience. We have choices. So, after about 20 years... I moved a three phone account to T-Mobile. I have had nothing less than four bars and pay a lot less for the services... and get more unexpected, value-added perks such as free Netflix and AppleTV accounts.
-
May 2023 by David Henderson
The Verizon call center totally screwed up both phones on my account. Store manager Carlos fixed everything. Thank you for the outstanding service.
-
May 2023 by Rahul Sai
Very great support from all the staff and you will feel welcoming. Thank you Jonathan and team for the warm support.
-
May 2023 by Ziad A.
Came in yesterday to help get my phone get activated, the store associate I think was Amina/Ameena was very helpful and they said it should get activated by the next day afternoon. She took time to call their backend to see if it could be sped up. The phone was activated on its own the next day morning. Another time I came in to get help connecting my Apple Watch to my phone and resync it since it stopped taking calls etc. the associate spent a good hour to help me figure that out and we were able to fix it and I was happy.Sometimes this store can get busy so I'd recommend coming in when it's not as busy.
-
April 2023 by Ed
About a week ago I lost my phone. Went on line and ordered the same model used on eBay. Phone arrived today and I took it into the Westgate Verizon store. No appointment. Jonathan greeted me, explained there were a few folks ahead of me. Took care of them and then put a new sim card into my phone, did a test call and text to make sure everything was working, reminded me there was a find phone function I could download and I was good to go. Very positive experience.
-
December 2022 by sohrab khosraviani
I was told by my friend not go to this shop, I was lazy enough to not drive 5 more minutes.Have terrible experience in this shop never come back here again
-
November 2022 by Mark S
The representative (we will call him T) who assisted me intentionally lied to me or is spectacularly incompetent. My phone stopped working and I needed a replacement. I initially arrived at the store in the morning. During the check in process he failed to check to see if the phone was insured. He asked other customers this question.The wait was long and he advised me to go home and contact customer service. Because the phone did not work they couldn't verify my account and customer service advised me to go back to the store.The manager (we will call him D) checked me in again. I waited for an hour. When I asked D about the wait, he told me that "I took ten minutes of his time". He isn't very good at his job, and obviously does not like his or customers.After an hour T said he would help me. He told me I did not have insurance. I asked to buy/upgrade a phone. I gave him the model and he stated that because of supply chain issues the phone was not in stock.He stated that he could not help me. He said he only sold "high ends phones", suggesting that I was some how inferior to him. He advised me to go to Best Buy buy a phone and swap out the SIM card.This whole process took about eight hoursI left the store made one stop and proceeded to the Cupertino store. They resolved the issue in about 20 minutes.The representative at the Cupertino store advised me that my phone was insured.The next morning myself and another party called Verizon four times to do a stock check for the phone at the Saratoga West Gate location. Each time the response was the same. Four phones available.The representative T lied about the status of my phone insurance and lied about the availability of the phone. I believe this was done intentionally.At the Cupertino store I was given the business card of the manager. I wanted to contact the District Manager and I was told the manager would give me the information. I called several times. I left voice mail messages and left text messages. No response.This was a customer service disaster of epic proportions. An individual has to really try very hard to be this bad, but D, T and the Cupertino manager managed to pull it off.The lack of professionalism, knowledge, courtesy, respect, honesty and general personal hygiene leaves one gobsmacked.
-
November 2022 by Hillary Mueller
Very easy to upgrade here! Good customer service from everyone that helped me
-
November 2022 by Mariam K.
Unknowledgeable, and condescending staff. Tyler had no idea of the differences between chargers, he also claimed that the Verizon charger is going to have superior compatibility with an apple phone. While Im sure he believes that, Verizon chargers I've bought have always burnt out faster and ruined charging speed. He had no idea if they sold lightning speed charging cables. He had no idea about air pods even though they sell them and gave false information on the product. It's worse to give your customers fake information than just saying "I don't know". I wasn't told that cash payments wouldn't be giving me back any change. He stood there awkwardly before offering to grab my receipt from the front. I had to ask for it. Tbh this whole experience was disgusting and he made it incredibly awkward. Do better. Train your staff on the products they sell. Do better.