Verizon — Local services in Mountain View

I don't love leaving negative reviews, after all my situation could have been a one-off. But lesson learned, do not go to a Verizon authorized retailer just go straight to the Verizon store. My phone broke, I had crack the screen. I've had the phone for a few years, I was eligible for an upgrade. So I upgraded my phone, no problem. Everything was smooth. They had the phone in stock, they got it all activated and they even put the screen protector cover on it for me, no issues whatsoever there.

While there I also added the new Galaxy watch to my account. But they didn't have it in stock. This is where the problem started. They said they placed the order and to come back later the following week to pick it up, no problem, no big deal. I get a text message saying that the order was ready for pickup I show up two days later NO ORDER. They're apologetic said it looks like the order was placed wrong, we're sorry, we're going to get the order place for you now. It should be here in a few days, ok no big deal, mistakes happen. I get another text messages, orders ready for pickup. Three days later I finally get down there and you guessed it, NO ORDER. The guy is super apologetic it looks like the order went to their Green Valley location and they're going to have it sent down to this location in just a day or two. I get a text message two days later, the order is ready for pickup. The very next day, I show up and you guessed it ... still NO ORDER. Its still at the wrong location. But if I'd like, I can drive the 45mins each why to pickup the order now placed three weeks ago. Now I'm starting to get pretty irritated. I tell the guy and he's super apologetic, he's going to get the order down there for me that day one way or the other. And he'll text me later that evening when he has the order in his hands. One day, two days, three days later and still no text message and still NO ORDER. Today, I just called customer service and canceled it. But Jesus come on four separate trips, four separate text messages, fore separate text threads, six different associates and still nada. That would never happen at a corporate Verizon Store location. I definitely could screenshot the text messages for all the different Associates with the date and time, posted them on here. But im not trying to cost anyone their job over a watch. But I think common sense, says that after the second time, before you text me a third time that the order is ready to be picked up. You would actually put your hands on the order and make sure it is there, ready to be picked up. Or when you tell someone you're going to have the order there that day and you're going to text them them, you follow through with what you say and text them. Even if its just to apologize again and to let me know you still do not have this order. If they had told me from day one, it would take 3 weeks plus to revive the order, that's fine, no big deal, I can wait. But nop, you just kept playing games and wasting my time. Save yourself the trouble and just go to a...

We just stopped into this location as my girlfriend, a longtime Verizon customer, is simply looking to upgrade her phone and has been getting the runaround on her options (a completely different story from each location, when all she really wanted was the same deal as her mother had just recieved - they are on the same family plan together etc). Anyways, stopped into this location, and when we told the guy the situation his response was that her mom probably got the deal from a "Verizon Company Store" then vaguely explained that most of the stores are more like resellers (including this store) and may not have the same options available etc. Ok, that makes sense... So obviously my next question was "So, how do we find one of these 'real' Verizon stores?" then spent the next 15 minutes or so going back and forth as they guy was clearly feeding us one BS line after another. It truly felt like I was dealing with a shady stereotypical 'Used Car Salesmen'. We basically left the store even more confused than we started... In all fairness perhaps we just got a bad employee (30ish, short, white guy, patchy facial hair.. never gave us his name) but on a positive note I will say that the store was decently clean and he did maintain composure as I called him out on the various stuff he was making up as he went (the guy was clearly quite experienced at such things.. unfortunately)... Anyways, our experience here was quite aweful (Honestly, this whole ordeal has been quite frustrating as well as surprisingly shady all around). I would advise checking out another store or even another carrier (if you are able). Good...

This is one of the best cell stores I’ve ever been to. Got right in. Was able to sit down immediately with a rep and get help. Jesus was awesome. Super helpful, super knowledgeable, and didn’t try to push me to buy anything I didn’t need.

He answered all of my questions. Called support when needed and worked with them. Googled information for me on a UPS location. Helped me with my Verizon App. All of the things you would want out of top tier customer service. He even gave me his number to call him if I needed anything. Ask for Jesus!

Also, I am new to Verizon. Had AT&T for 15+ years and finally switched because I couldn’t get calls in my neighborhood. With that being said, anyone new to Verizon know this, there are two different types of stores. One owned by their corporate branch and helped manage by a certain company. And then another set of stores owned by a company called Victra. AVOID ANY OF THE VICTRA STORES. They will lie straight to your face to get a sale, charge you extra fees you shouldn’t be paying, and have a lower stock of inventory. The customer service is real hit and miss there and they made a bunch of mistakes trying to port me over from AT&T to Verizon. One of the associates told me they work in commission so I am not surprised they push you hard to buy stuff. Will NEVER step foot in a Victra store again.

This store on the other hand is legit and full of awesome people who want to help you and aren’t trying to pull one over on you. Go here! And...