December 2022 by Justin Dahl
Here’s a warning about going to any “Verizon authorized” store, and specifically the one in the Pruneyard shopping center here in Campbell, California. About to embark on what I hoped would be a trip of a lifetime — 30 days in Southeast Asia, vacationing and researching retirement destinations — I learned I would need an unlocked phone for which I could buy sim cards in each location so I could communicate locally to make transportation arrangements, reservations, etc. Rather than risk the potential pitfalls of buying a phone in another country, I put my trust in the Verizon dealer in the Pruneyard Shopping Center. They sold me a phone they assured me was unlocked along with a prepaid plan. The total cost was $392. During the course of the transaction, I repeatedly asked the representative to confirm that the phone was unlocked, and I shouldn’t have any issues adding sim cards. Each time, she assured me it was unlocked, and it wouldn’t be a problem. In the Philippines, friends purchased the necessary sim card for me but the phone wouldn’t work. I took it to a reputable dealer who informed me the phone was locked and could not be unlocked by them. I had to spend hours of my vacation time talking with Verizon prepaid to see if they could unlock the phone remotely or otherwise help me out. They could not. They did advise me to go back to the store and get a refund because they had misrepresented the product they sold me. Eventually I bought the same model phone and prepaid plan for a total of 150.00 in Thailand. By the time I could get to the Pruneyard Verizon store, I was a few days past the 30 day return window. Despite what Verizon corporate had told me, the manager of the store in the Pruneyard shopping center told me I wasn’t entitled to anything, and that I had no written proof of what the salesperson had told me. Does anyone usually have that, I wondered? In the interest of “customer relations” purposes, he agreed to give me a refund that, after deducting a variety of fees and charges, came to $145. So basically, they pocketed $246 for a locked phone that was useless to me (and caused me no small amount of trouble on my trip) and that they could now unlock and resell. Verizon could not help because the store, although sporting a big Verizon sign, is not actually part of the company. The salesperson in Thailand was more trustworthy than my local Verizon store. In Thailand they declined to sell me a more expensive phone because they were worried it wouldn’t work in the states. This is the first negative review I’ve ever posted (you can see my others, they’re all positive), but this whole experience left me feeling not just annoyed, but downright ripped off and I feel it necessary to warn others that individual Verizon stores like this one are not necessarily under the control of the Verizon corporate office. I will say that Verizon corporate was very helpful. This store was not.
October 2022 by Susie Woodford
Alexis helped me and did a fabulous job! There were a lot of issues that I brought that she was able to easy overcome. I highly recommend this store and the very nice and capable salespeople.
October 2022 by S M
Worst Verizon shop! I went there to buy a new iPhone and move to Verizon from AT&T. They were very slow, and didn’t know what to do. They were eating food when they were helping me! Very disrespectful! At the end, they couldn’t process it and told me to go to another office. Unbelievable. Don’t go to that shop ever!
October 2022 by Gayl Leones-Cribari
Alexus & Hang were amazing! The moment I walked in, Hang greeted me with a smile and asked how I can be helped.Alexus and Hang were knowledgeable, helpful, and kind. They made the process of trading in my old iPhone a pleasant experience.I’m glad that I ended up at the Pruneyard Campbell store!Thank you so much! I love my new IPhone 14 Pro Max and case!
September 2022 by Savannah Sheppard
My experience at this location was amazing. I had some problems with my bill having extra unknown charges, and Alexus was extremely helpful and guided me through the entire process. Explained everything and answered all of my questions. And in the end fixed the issue on my bill and saved me a lot of money. I would highly recommend coming to this location all of the girls working there are fantastic and make a not so fun experience of dealing with phone issues, a really informative and positive experience.
September 2022 by Rick Yee
They saw my problem to receive a senior citizen plan. I went to four other Verizon store and try to sell me a higher plan but California does not have senior citizen plan. So Alexis at Pruneyard store sold me a pre-pay policy. And was less expensive than a senior citizen policy. So thanks Alexis for a great job.
September 2022 by Diane Fazzi
So much trouble upgrade to pixel 6. I had to go to Los Gatos to pick up. Phone is bad. Burns my hand , so hot. Battery goes after fully charging like in 4 hrs.Took back to Campbell, next to Togo's.Whoever worked on Sat. And Sunday was so, unprofessional and rude to say the least. In the afternoon in Campbell CA. Please someone help me as I am disgusted and want to return both phones. However, since your staff re- ordered phone I couldn't, cancel. I will be returning both phones and I want no hassles!!!! Also, I just phoned and your agent told me someone would call me back on status of phone delivery. No call yet. If corporate sees this post please help me so I can close my account, after return of defective phone and phone ordered.
September 2022 by Garry Groninger
Brittany was extremely helpful and the best part is her personality. Easily smiles, makes good eye contact and is a real asset to any organization.
August 2022 by Carol Cassara
If I could give 0 stars I would. This morning I was there at opening. The clerk who opened the door looked like she'd rolled out of bed & come to work without washing and in her pajamas. She was unmasked. I said I had several things going on with my phone and needed to make a purchase, but asked if she'd wear a mask, explaining my husband was in a vulnerable population and I didn't want to bring covid home to him. "We don't have masks," she said. "Well, here's my problem. My husband's life could be threatened by Covid so I was asking if she could mask for our interactoin." She set her jaw: "Since there is no mandate in California any more legally I don't have to wear a mask." I said "There are legalities but there is also just being a good person." She stared at me. "I guess that doesn't count?" I asked. She said "since you don't think I am a good person I am refusing you service, as is my right." I then told her that if the shoe fit, she should wear it, and left.Well, look. It's true that masks are not mandated and it's true we are becoming more uncivilized by the day. But I would like to think that if someone asked human to human for a clerk to help keep someone safe, they would do that. I did conduct my business at another store a block away, where the clerk was both professional (and masked already!). I'd also like to think that a company would want to give good customer service, and even CARE about the customer, but that is not the way this store operates. I will not give your store business again and I'll make sure my friends know this story. Zero stars if I could give them. But 5 stars to the other shop, who will get a great review for being helpful and already having a mask on.
July 2022 by Jenoos Gashasy
Brianna was amazing. She helped me to find the best deal for 2 added lines I was requesting. She set up my moms phone and made sure it’s good to go and then helped me find a good phone/deal for my dad. She followed up to make sure I can get the best service in the other branch she referred me to. She was friendly and super helpful.
July 2022 by kourosh rohani
I was very happy with the service and attention to details that I received. Staff are very knowledgeable and go out of their way to help. I have come to this store on other times for purchase of Verizon products and always received exemplary service. Keep up the great work
July 2022 by Cheryl Imfeld
Mikaela was very helpful. She was able to fix my phone issue. Very nice customer service! I would recommend this store.
June 2022 by Explore Life
Be aware of this location. They are not Real Verizon . They are over priced. Changes your phone cip without asking you .change your plan ,change your account number without asking you . for that you end up paying 25$ +29.99$ , if you ask what for ,they tell you it comes together with phone. And on the top of very high monthly fee . Screen glass is 69$ . Ice cold faces behind the desk just makes everything ready for you . All you have to do is just PAY and GO . When you get a recipe. You wonder how I end up paying that much ??? I refunded the phone I bought . But they didn’t refund a tax for it and Kept 179$ ,I wish I read all the reviews before I come this Victora robbery empire . Will not step one foot again
May 2022 by M K.
Alexis was awesome! My wife and I came in today to get her a phone and add a line. She educated us on our existing plan, she multi-tasked like a pro, she made everything so easy! I appreciated having such friendly and competent help, I upgraded my phone and got a free iPad while we were at it. You do have to buy the accessories or order to get the "free" stuff but it still saves you money and was totally worth our time. Alexis set-up our new phones, did all the screen protectors, etc. She's a star !
May 2022 by Jay S.
Absolutely horrible customer service experience at this store - I went to upgrade my phone and plans, but the person at the front desk looks like made a mistake in ringing stuff out when I asked for a 256GB phone but I received a 128GB phone. I had gone back to return my phone and upgrade to 256GB - and there was David, the "manager"! He did not seem to care about customer service or Verizon brand for that matter. He was outright rude. He was happy to get the 128GB phone back and revert everything to my original plan and my original phone. Almost a 50% revenue loss for VZW. Never apologized for the store mistake and the time that was wasted in transferring data back and forth between the phones. Abysmal customer service. I was a loyal customer to VZ for 10 years - this once incident at the store has made me consider switching to TMO or ATT. I'd be careful when dealing with this shop.
