The worst customer service ever. We wanted to switch over Verizon and we have been there for many times and still have not switched. Each time there is a new problem and it has taken hours of our time so far. It seems that what they advertise does not match what you get.

Blatantly: the worst customer service I’ve ever experienced.I’m somewhere beyond disappointed. I feel bad for the folks working there.

Nope, no way nope nope nope. would not send my worst enemy there as a practical joke. just plain nope

I went here in hopes to upgrade my baby mommas iPhone but they wouldn’t even talk with me about how to do it. They just said “nope can’t do anything.” Pretty disappointing when I was trying to do something nice.

I can offer this location one star for the customer support staff who are trying their best in a bleak situation. Otherwise, I regret having even tried to do business at this retailer — they are overwhelmingly understaffed, poorly managed, and seem not even to have the resources to answer mundane questions or provide insight into my account beyond what I can do for myself. The employees and customers deserve better!

This is a completely new store, new company (still affiliated with Verizon) but their customer service and willingness to help was amazing. I have been to many Verizon stores, and all the ones in the Santa Cruz area and this was by far my best experience. Martin was very nice and knowledgeable, along with Gabby, Clare and the manager whose name I believe was Adam? Anyways, if you need Verizon, or help with your Verizon account I recommend going there!

Never do business with this company! They are not Verizon and they do not disclose that. Verizon apparently has no quality control. They add extra fees and dont tell you until the end of your transaction after youve spent hours upgrading your phone and waiting for them to transfer your info. They do not give you a receipt for your purchase or proof of warranty. Their staff are not trained well. Avoid grief, and do not patronize this store!

I was there with a person needing some help with his Verizon service. The employees were great with my friend. They went over and above to help him. I will give those employees 5 stars.😊

Cant get into any information on any site to help get an acct or to change your password. They tell u to call a number but that is a dead end they wont or cant help u. Verizon will be losing me

Adam was extremely helpful. He was extremely patient, and went above and beyond with his customer service.

Please go to a real Verizon store, not to an authorized retailer like this place. Or youll be sorry. I am.

The absolute worst customer service at any Verizon brick and mortar ever. Not friendly. Not knowledgeable. Wrong people to represent any business, ANYWHERE. IMO.

The experience going into this store has been unpleasant. First they have messed up my bill several times making me go back into the store around 3-4 times and they still could not get it right. Not only did they messed up my bill. I had to pay way more than expected. When I came in to the store and they looked at the account, they said it will go down, and I could leave. The bill did not go down, and I made a final trip. I recently had another experience, I wanted to activate a phone with one of my current phone number. I walked in, and they came to help and they said they could not activate the phone because it is not compatible with the Verizon network. They said to leave. I checked there website and the same phone I wanted to activate the website said I could activate it that phone is compatible. This Verizon location Is not helpful anymore like years back, Ive been with Verizon for more then 11 yrs. The service here was great and now its just awful. Verizon start improving at this store employees unhelpful and are rude at times.

3rd party dealers middle man, all bad .com go to a factory store,

I went in there to get help fixing an auto-pay issue. They “reset” my pin so I could make the fix myself. When I used that pin, I was locked out of My Verizon app. They put me in the back of the store to call the billing department. After waiting on hold for 15 minutes, I realized I could be getting on with my life and wished they had told me I could just make this call off of my phone and not kept me wasting my time in the store.

Because I was sent there by the tech group who couldnt help me and swore the store could, which they couldnt and dialed tech support and handed me my phone to continue to try to fix my problem, which of course they couldnt. The store had such a blase attitude about my problem that they couldnt fix that I am leaving Verizon forever after 30 years.

Most of the staffs great. One guy I dealt with couldnt care less about really helping me. The main tech guy who knows everything is awesome! Not sure if hes the manager...if you get Mr. I Dont Care, ask for someone else. Youll know him right away...

If you have time to waste go visit this store.2 teks on duty with many people waiting. Worse than a doctors office. So far its been 45 minutes while a trek is flirting with one of the customers. Two people still ahead of me. Im leaving.

Actually located on Pacific, had good honest service.Edit: On a second visit, the service is actually pretty hit or miss.Dont buy prepaid items here! They will give them to you at the normal price but charge you the tax for the device price. Save yourself $20-30 and buy them elsewhere

Every experience I have had with this location has been a terrible one. Workers here regularly lie, mislead, belittle, and condescend to customers. After spending 7 visits of roughly 12 hours cumulatively, the phone I purchased and the service I am paying for still does not work. After being promised my phone by noon the next day, that time came and went. I called this location to check. They promised by 10 am the next day. The person confirmed this to me, TWICE, and then promptly hung up on me once I said thank you. Next day? Phone did not arrive. I call this location, AGAIN. Person refuses to help me, gives me a 1 800 number. I call them, and they tell me the tracking number never indicated the phone would arrive at 10 am, but in fact 8 pm.The people here, as I mentioned earlier, lied to me repeatedly, and never took my complaints seriously or validated them, despite my DIFFICULT effort of controlling the feelings of anger, belittlement, and helplessness they incurred almost intentionally.This company is terrible. I 100% encourage people to choose another company. Verizon apparently does not back up the products or service they provide, and the employees at this location seem to genuinely hate the customers.

While visiting a friend in Santa Cruz, my 3-month-old phone began malfunctioning. After a frustrating experience with Verizon customer service on the phone, I decided to go into the store. Tyler assisted me and was incredibly helpful. After ruling out a software issue, he helped me arrange to have a new phone delivered the next day. Tyler and the rest of the staff at Verizon went above and beyond to make my experience quick and easy. Thank you!

Anyone know what phone number connects you to a person at the physical location? The number listed here puts you into their general system (trying to direct you to connecting via the internet after being forced to listen to commercials). A bit ironic that they make it difficult to make a simple call to speak with a representative in a store that actually sells phones.....

I entered the building and gave my information. I proceeded to wait to be helped. I noticed that people who came in after me were getting helped before me. Someone finally addressed the fact that I hadnt been helped and I was skipped by several other customers. Upon my arrival I asked to charge the phone that needed to be activated. My request was ignored, and I had to sit and wait for the phone to boot before anything could be accomplished.

Went in with a sense of dread that I was going to be there for two hours since it was a Sunday afternoon but came out 30 minutes later with a new phone. Thank you Annie for being so helpful and kind, you made the process quite painless.

Needed assistance with loading contacts, email and certain apps, Tyler assisted me through the entire process. He was amazing. Excellent customer service. Thank you.

Usually service you would expect. Nothing special but nothing to complain until tonight. I had a lightening cord that was purchased last week. Im aware lightening cords are fragile but a week.They gladly exchanged the cord but the person that takes your name when you come in had the personality of a rock and talked down to me and other customers that came in after me.I hope the Pacific St. store fixes this customer service disappointment asap. The rest of the staff seems right on point.

Didnt have the accessories for the phone I got thereI have regularly gotten good answers about my new phone

Terrible service. My 9 year old, who loves mobile phone stores, asked a few questions about pricing and the salesperson was extremely rude. Hes a child! Talked to the manager Chad, but I seriously doubt much came out of our complaints. The store was completely empty and the salespeople are more into socializing with themselves.

Lilly helped us here. Shrewd super knowledgeable and helpful i was there with my mother-in-law and she was able to move and talk and teach at both peoples paces. Very good experience

Talk about incompetence and ineptitude...and this Verizon store takes the Crown! I was trying to upgrade my phone and what I got instead was a Headache and a Horrible customer service experience Do your self a favor and avoid this store. BTW, the manager there is a complete idiot.

The staff is usually very helpful. I give them credit because I know they put up with some angry customers.

Booo so espensive

Staffs are friendly and helpful. This store serves Verizon customers in this city well.

This location almost lost them my service, to bad I am still under contract. Tried to pay off my device so I could transfer to a new line due to issues and negative situation with the current line. Wasnt allowed to do so. Now I have to live with stress from a situation I cant get out of.

Great

This really sucks. came from capitola store to cooper st. and it was the same rude atmosphere. I dont think I am scary looking and I know I dont smell bad, so what the hell is up with verizon?

Its a standard Verizon store. On the plus side, it wasnt packed with people and the staff were friendly if not particularly knowledgeable of the most recent phones. I believe this is the only Verizon in the area, so there is that.

Best cell service provider in the area but they are over charging for the service they provide

Got a flyer in the mail for a free phone. They didnt have the phone in the store and the sales person was not interested in helping. We have 4 phones and 3 of them iphones so I am thinking it was more a bait and switch by verizon.

No offense, but I almost cancelled my service because of this locations lack of customer service. After having multiple horrible billing experiences (double-charging insurance, etc.), constant traveling from Boulder Creek only to be dissapointed, and wanting to have my bill correct, these people kicked my boyfriend & myself out of the store! Why? Because we actually wanted them to do their job correctly. Absoutely rediculous. The only positive that came out of this nightmare, was another customers advice about going to the Capitola branch. So thanks to that nice person, because Capitola Verizon is the best.

Peter and Tyler are amazing and will take care of you!

The workers are super slow, never check up on customers, bad customer service, they are a couple of workers doing nothing and people are waiting!!!!

Helpful in getting the phone working

Its a cell phone store, so its never going to be a great experience. You can buy several manufacturers phones and get Verizon plans here. Ive used it for years. The alternatives are equally unimpressive.

Malware on phones and scandalous verizon practices .... there a scam go to sprint save yourself the grief

Had to walk in to deal with a warranty issue and the staff were very helpful and gave me the info I needed.

Nice store, clean and well staffed.

Extremely helpful and readily available staff

Went in on a Tues around 3 pm and was out within 15 minutes: paid my bill and bought accessories.

Need better directions

Not bad. But, not good either

They rip off who they can

This location seems to have a limited accessory stock.

I went in to check my balance and make a payment today at their downtown location.When I entered the store there were no customers in the store and I asked to see my balance on my account.I also explained that account is under my wifes name and she said If she could see my ID. I said SURE and after seeing my address,last name matched to her account info,I was still getting EVERY IDIOTIC excuse why I could not pay our bill .....????. AVOID THIS LOCATION....TERRIBLE CUSTOMER SERVICE AND I WILL NOT USE THIS LOCATION ANYMORE !!!!!

They do t answer their phone

Excellent service

Come for the phones. Stay for the service and attitude.

Good helpful people

The service is somewhat shoddy

Friendly customer service.