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September 2022 by Eric E.
Updating to 2 stars because I want yelpers to know that contacting corporate via the wecare email address they leave on bad yelp reviews actually does result in somebody who seems to care. An attempt was made to find me a phone in a nearby store, which of course was going to be impossible. I'd criticize them as having not been willing to ship an iPhone from any of their stores nationwide, but that probably would have been futile too, I mean, I'm sure these phones had sold out fast. Once it was established there was nothing more they could do for me they offered a complimentary phone case, but I declined it. Lastly, kind of annoying but emailing corporate at the wecare email address signs you up to receive spam from Victra. Kind of a minor annoyance. If my unsubscribe doesn't work ill come back and make sure I bring it back down to 1 star.
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August 2022 by Deb
I have dealt with this office a few times in the past months. I found the customer service absolutely outstanding. I was in there to resolve a billing that I found impossible to resolve by phone. Gage and Keison spent the time had the patience to resolve my issue. This office also does not require an appointment which is great!
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May 2022 by Julie M.
The worse experience ever. Another Verizon location referred us here for inventory purposes. We walked in and both representatives were busy with customers. A half hour later we are still waiting. No acknowledgement of waiting or that they will be with us. Finally, one of the representatives mentioned to the customer that he was going to check in with the waiting customers and INSTEAD of checking in with first come first serve customers he goes to the first customer he came into contact with. This isn't a busy establishment so both representatives knew we were the only customers waiting before someone else came in. The customer finally told him to help us since we were here first. Instead of completing with our request he grabbed our phone and went back to the lady, rung her up and then turned his attention to the original customer. Unbelievably the worst!!! We were in the store for about an hour at a minimum.
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March 2022 by Confident In My Opinions A.
They take a really really really long time but they're nice and gave my partner and I extra amenities and add ons
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November 2021 by Jennifer S.
Walter the store Manager says if you have a question about fees we charged you, then you need to come into the store, because i have customers here, then he hung up the call. There's 2 homeless men who live on the side of the Verizon building there. They throw rocks as Walters car. I wonder what they know, too.
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August 2021 by Myrda G.
Well here is another negative review for Manager "Walter Hernandez". Last week I purchased an iPhone 12 last minute for my son going off to college at the Victra at the Santa Rosa Plaza. The experience was really good and my wife & daughter decided it was time to upgrade as well. They went to the Mission Circle location since it is down the street from our home and ordered 2 iPhone 12s in specific colors. During this visit they were told if they upgraded their phone lines to 5G for an additional $10 a month then they could get a $300 discount on their new iPhones. I contacted the Santa Rosa Plaza location to see if I could do the same with my son's new iPhone since it had only been less than 10 days from the purchase. I was told that I needed to come back so they could activate & review my account but stated they would need to elevate my request for review & decision since it was post purchase. I asked if I could go to Mission Circle location since my wife & daughter already had an appointment to pick up their new phones the next day. My sales rep said "sure, have them give me a call when you get there". When we arrived at the Mission Circle store and I started explaining the situation to the Mission Circle sales representative, Walter came over and interjected himself in the discussion by saying "we are not going to get involved with that you need to go back to the other store to deal with it". I asked if he could call the other store since both stores are Victra locations, Walter stated "No, I am a manager and for a sales rep to tell you that you could do that the sales rep must be new and not knowing what they are doing". Walter then went on that "the stores are not affiliated nor have the same regional management". When I asked Walter for a contact above him he refused to provide one and turned his back on me. I stated to Walter his rudeness to me was going to cause him to lose 2 sales today which of course he did not respond and kept his back turned so my wife, daughter & I all walked out and drove to the Santa Rosa Plaza. Even though it had only been 15 minutes, Walter had already called the Santa Rosa Plaza location to inquire what happened with my son's phone purchase. The Santa Rosa Plaza team took the time to listen and review our account. They shared with us that since our phones were iPhone 7, they were not eligible for the discount (my wife confirmed the sales rep at Mission Circle never inquired on iPhone version when quoting he could get them a $300 deduction). The Santa Rosa Plaza sales rep drove out to Mission Circle, picked up the 2 iPhones in the colors that we ordered and sold them to us ( since obviously both stores are affiliated despite what Walter claims). I have been a manager for over 25 years and I can say there is no way Walter should be in management in any organization based on his overall poor attitude and unwillingness to take the time to listen & address situations ( unless he thinks he personally may get in trouble).
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May 2021 by Nancy E.
We just had the best experience at a phone store EVER! William helped us through a new phone purchase and it was the most easy-going experience! No exhausting up-sale, no negative remarks-- it was all positive and relaxed. William was such a pleasure to work with! Alex joined the conversation at the end regarding photo quality. He has a Samsung and the picture quality is jaw dropping. I left with an iPhone, but I may switch to Samsung next. These guys know how to make all people feel at home in the store -- and how to gently guide us old luddites through the scary process of purchasing a new phone!! And, it was fun!
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March 2021 by Patricia B.
I went in to the store with my relative to speak with the manager, Walter Hernandez, about a new plan that his employee enrolled our family in a month prior, and to ask why our bill was almost $30 more than what was said. Our bill was supposed to remain the same. Before I could get any good communication started, Walter immediately became very defensive and rudely said his staff would never make any mistakes and said he never had any complaints in the two years working there. Yelp reviews say differently! He basically was saying my relative and I were idiots! Strangely, the employee who previously helped us no longer works there??? I wonder why. I tried to get Walter to be a good listener and less if a defensive talker, but he was only out to blame Customer Service for any and all billing issues. He was quick to brag about how great of a manager he was, and directed terrible criticism toward other Verizon stores. After asking several times, I finally got Walter to explain the new plan and he was quick to say that certain phones on the plan were old and could suddenly stop working and we should get new phones ASAP! I have never heard of this type of sales tactics. We left frustrated, offended, and without any resolution. Walter should not be in management and needs much training on customer service skills-- being a good listener should be first on the training list! If this store was as top-notch as he said it is, he has no reason to be so defensive. I will never go back to this store and hope those reading this won't either. You can expect to be up-charged, and charged fees that the Apple Store and other Verizon stores don't charge. When I shared my experience with friends and family they also said he was scamming his customers. Yikes!!!
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February 2021 by B W.
I was able to get into the store in a safe COVID way and immediately greeted with a welcoming "hello". Walter helped me and was professional, knowledgeable and courteous. I was in a hurry and he was able to handle my quick purchase while assisting another customer with her purchase. It was all executed politely and efficiently. I will definitely go back again.
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February 2021 by Brian G.
DO NOT GO HERE. BUYERS BEWARE. This is not a corporate store. They lied straight to our face and told us what we wanted wasn't possible to buy. He told us we couldn't get hotspot with a prepaid plan. We went to the Verizon store on 4th St and they were super polite and gave us exactly that - a prepaid plan with the hotspot service added on. The MANAGER was rude, rude to his employees, and was the one who lied. Don't waste your time goto the 4th St store.
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January 2021 by Dan S.
These people are the best. Amazing service and they love what they do. These guys made it a fun experience trading in my phone. Matthew was the greatest! Keep it up Matthew!!
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December 2020 by Sharmalee S.
Worst customer service experience ever. Manager was very rude when I entered store for curbside pickup and checked in. I couldn't wait any longer and returned later due to a work commitment. When I returned two hours later the manager said he cancelled my order from Verizon because I didn't pick it up earlier when I signed in. Verizon gives you three days to pick up your order and this was day one.Strange guy with a serious chip on his shoulder. Luckily I don't lose any money off it, but will like just go through Apple to get my phone . Update: I followed up both via email and phone as directed by the company's response. Finally after an hour a regional manager named Justin was suppose to call me. Got zero response from the company and they are the one's that reached out. So much for trying to help local businesses when the quality of services are so poor.
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November 2020 by Cindy K.
This Verizon location has the worst customer service I have ever seen. The manager was very rude and nasty. I'm shocked that Verizon would allow someone like him to represent their name. This happened not once, but twice. He stated he is only interested in selling the phones,not helping in any other manner.
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September 2020 by Tyler F.
I added 3 lines to my account in July purchasing 2 iPhone 11's and adding a ipad. The employee who helped me told me that because I was going to have 5 lines in total that my bill would be about the same cause the monthly charges would be lower for each line. Then I was told that I eligible for a gift or I could have the credit added to my billing cycle which would take 2 billing cycles to take effect. You can understand my frustration when the second billing cycle came and there was no credit added. I've been on the phone for over 3 hours with customer support who says I must deal with it in the store. So when I get to the store and found the employee who I worked with wasn't working there anymore I asked to speak with the manager Walter. Walter blew me off cause he was to busy and said he would call me back that day. He never called me. So I go into the store for a second time and there is a man name Matt working and Walter tells him to help me as he goes in the back room avoiding me. Matt tells me the employee that helped me when buying the phones doesn't work there because he was fired and that I wasn't the first person that this has happened to telling that's why he was fired. Matt was very nice and tired his hardest to find the promotion I was promised. He knew what I was saying was true and felt bad for me in the moment. Matt told me he would have the District manager call me personally to help me with this situation. After a few days going by and not receiving a phone call by the district manager Justin I went into the store again yesterday. Walter was the only one in there working. Walter told me that Matt should have never given me the information he did about the passed employee and told me at this point it's his word against mine. After dealing with his horrible customer service for the third time I insisted on him calling the district manager Justin while I was there. He supposedly called Justin and he said he would call me later but not the same day. Walter then gave me Justin's email which I tired to email yesterday and guess what that email doesn't exist. I'm not shocked at this point just out raged on the services provided. I will never purchase a thing from victra ever again and will be happy to tell everyone I know how they treat people. Walter is the worst manager I've dealt with in years and I think his co worker Matt is a way better Candidate for the job. Hopefully I get to speak to Justin soon. But seriously people never gonna use this third party company just go to a corporate store it's 5 mins down the street on 4th street.
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September 2020 by Robert H.
Don't ever go to this store. I went in with my iPhone 6S and bought an iPhone SE. First I asked if my music collection of 3,100 songs, individually selected from my CD collection could be transfered along with photos and contacts. I was assured that was no problem. I waited for the transfers to be made. The next thing I knew was when I was handed a bag and told my receipt would be emailed to me. When I got home I discovered two things. The songs were not on the new phone and there was a $470 iPad I did not want. I already have one and never use that one. Two days later I returned to the store just as my clerk was walking in. I identified myself and he denied helping me. I pointer out that it was late in the day and he was the only clerk and I was the only customer. I then pointed out the unwanted iPad and the failure to transfer music. He denied telling me he had said he would transfer the music and said I had asked for the iPad. I left very upset but returned the next day with my wife as a witness, Spoke to the manager who said they didn't transfer music and resisted taking back the iPad. That ended up costing over $200 in fees to return something snuck into my bag and charges to my credit card without my knowledge. This was so terrible an experience. Neither my wife nor I could believe our eyes and ears. We finally just left when it was clear they were going to cheat us and we couldn't stop them. They are mean and they are crooks. Go somewhere else.
