Verizon

Reviews

• VR

  Vanessa Rodriguez

  Nov 8, 2025
  5.0
  The rep who helped us (Adrian) was amazing! Walked us through everything and helped with all the questions we had. Very pleasant experience.
• SH

  Sarah Hoang

  Aug 31, 2025
  1.0
  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. 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.
• GR

  George Rodriguez

  Aug 29, 2025
  5.0
  Alexis was great
• EB

  Eunmi Brettner

  Aug 17, 2025
  5.0
  They are friendly and comfortable service
• TT

  Tam Tran

  Aug 3, 2025
  1.0
  Customer service made a mistake by not applying my old promotions to a new plan even though they said we were eligible to do that. I could not resolve it over the phone so we came in to talk to the store rep. After hearing the story, first thing she suggested was for me to upgrade my phone, forget these old promotions so I wouldn’t have to spend more time pursuing a fix (??). Then I confirmed I did not want any changes to my plan. She then called someone else and talked for a while. She also asked me when did I start having the current plan, what promotion did I have before (??). I was really surprised that she did not know how to look up these info but still told her to look in my past activities. Then she saw that other customers were coming into the store so she told me I had to call customer service because she did not know how to fix it. She also told me that this line of customer service is the “better one” than the one available to me (sounds very discrimatory). Then I spent another hour trying to explain to customer service and they kept telling me things that were not related to my ask. I could not do it anymore so I asked the store rep to help me out. She again called some person on the phone and put him on speaker telling us again to upgrade to a new plan (meaning spending more money and forget about the past overcharge). After another half an hour talking about the same thing, the person on the phone (claiming that he was the manager in Santa Cruz) asked us to leave the store. We asked what was the reason then the store rep said we were rude and she felt “unsafe”. Then we asked why she felt that way, then the “manager over the phone” was shouting - don’t say that, no.. I think he knew that she was saying something wrong.. A store can ask anyone to leave for any reason, no need for explanation. However, false accusation about being “harmed” is illegal. We were mostly on a recorded line with customer service and i’m sure the evidence will show that we did nothing to harm her. I was having my 1 year old baby in my arm trying explain the overcharge made by Verizon. What should I do now? Post on social media the video of the verizon rep kicking my family out, or contact the authority about the overcharge and false accusation.

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