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March 2024 by Mel T.
I spoke with Maryanna (sp?) regarding a phone pickup. She stated the phone wasn't there at 6p.m. when I got an email stating it was delivered and signed by her at 1p.m. my son left after he was told it wasn't there, then she said the "new hire" didn't know where to find it but it was at the store. I asked her if there was any compensation for wasting my son's time, and she hung up. The call was not disconnected, she purposefully hung up. I called back again and spoke with Crystalynn (sp?). She's the manager. She said she'd talk to Maryanna, although, being in customer service, we know her talk will be something short of, "naw, don't worry, it's all good. That lady was crazy". I asked her if there was a compensation for wasting my don't time and being treated just short of nasty by Maryanna and she said, 10% off accessories. She said a military discount is also 10%, so there's really no value in that compensation there. I suggest the employees strive to be better. Your "incompetent" new hire was trained by someone. It seems since the fully trained employees aren't excelling in this customer service industry, they're teaching this to him too. Verizon, you should really offer better training, or are you just filling gaps with people that apply?
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February 2024 by Myk Pono
It was a very nice experience
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February 2024 by Holly Minix
Jacob was great! Informative and very friendly. So glad I stopped by this store when a different store didn’t do anything to help me.
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February 2024 by Lauren Reed
Wow, the staff here knew so much but weren't rude about it when I didn't know how outdated my phone and plan were. They were fun and friendly and honestly made me want to stay with Verizon forever. So good work Stonestown staff!
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February 2024 by Yucheng Lu
First time I heard this, sim swaps charge $40 activation fee and $10 SIM card fee. I told him I currently using eSIM, I want to switch to physical card, he only sold me the sim, and I ask him to do sim swap, he said automatic charge $40 for activation.
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January 2024 by ENZE MA
I don't understand the purpose of this store. In the early years when I came here, the clerk would help you make phone calls, but now they just let you make the call yourself, and they charge an extra $39 to help you solve the SIM card problem.No wonder there aren't any customers in the store and all the clerks are doing nothing.
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January 2024 by Patrick Duckwald
If I could I would leave ten stars. Jose is excellent . That is true. I ne eded help and he helped with great courtesy and care and I will . I will always bring my cell phone business to Victra at Stonestown.
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December 2023 by Kiara L.
Caution! Victra is an authorized dealer (not an official Verizon store), operates on commission and engages in questionable business practices. My time there for a phone upgrade and trade-in turned into a frustrating experience due to undisclosed fees, such as a $40 "set up and go smartphone service" per phone, alongside the standard $35 activation fee per line. Furthermore, they imposed a $17/month per line protection fee without obtaining consent. We went to Verizon at Serramonte to turn in our phones and our phone wasn't even entered into the system for trade in. Resulted in calling 611 to fix the problem which took over an hour. Do not go here and just go to the Apple Store downstairs!
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December 2023 by Luanna L.
I just left this armpit location. I paid $33 in Uber from my hotel to pick up my new phone. Why am I not surprised from this almost zero review on Yelp. I waited for a few minutes only to be told that my phone was cancelled. He told me my phone will be ready in an hour. WTF!!!! He asked for my full name over the phone and his excuse was, "we could not find your number." He told me they sent me an email. You can't find my number, but you can find my email? My email is under my number! It's in my order details. See attached photo. Good thing I screenshot it before they canceled my order. What a lying piece of garbage! What a fucking joke! Please save your energy. Go somewhere else! I am so angry I changed my flight for these morons!!!! Stupid generic reply from the company. Care? Have you read these complaints and mine? That's not a company that cares. That's a company with incompetent employees you have. Shut up!!!!
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December 2023 by Areli M.
First of all we were not even greeted when we walked inside and approximately an hour had to go by before we were able to get our name on the "wait list". Literally had to wait 2 hours for a simple service that only took 10 minutes. Please go somewhere else if you'd like to keep your sanity
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December 2023 by Ilana Drummond
Jacob and the rest of the team were very helpful. But the store needs more personnel. They were breaking a sweat and people waited a long time for service.
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December 2023 by Brian L.
Sat for 25 minutes. No one greeted us. No one made eye contact. No one told us how to get in line for help. Gave up and left. Needless to say not coming back.
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November 2023 by Diana
Jacob was very friendly and easy to work with. He was honest and upfront with the rates. He was knowledgeable and made the process of porting in my phone number seemless. I would definitely prefer to work with him again.
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November 2023 by Rick S.
Despite the 1.5 avg star rating, I'll double up and give it * * * three 3 stars as being "okay" / "OK" which is average and no complaints of major note. The only thing I can say is they're under-staffed. The wait for service to speak to someone is ridiculously long. I think we had a 30 min quote to wait to be served and we gave up and left, then got an alert like 2 hours of waiting had we stayed. I blame the volume more than the employees and the customers probably tend to have tech issues and need hand holding and a lot of explaining. I also feel the employees are under pressure to "UPSELL" service plans, accessories and negotiate customers into upgrades while dangling a lot of confusing offers that might sound like cost savings or free gifts (like an iPad or Apple Watch) but you end up paying more monthly and if you stopped, analyzed what you're be paying over the course of the months and months of increased payment plans fees, your annual costs and lifetime expenditures for that "free" gift or upgrade probably wasn't / isn't free and you paid more than retail for what you thought was a freebie. So, in other words, don't be impulsive to agree and analyze (do the math and break it down yourself) what the "deal" entails. Let the buyer beware.
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October 2023 by Jason B.
Echoing similar comments about added services to the account without consent of the account owner. This resulted in $80/mo in additional monthly fees PER line. Why would you add the 'Smartwatch Data & Safety' perk to a line without a smartwatch. This Verizon store is operated by Victra, which is an authorized reseller of Verizon.