Sprint Store

They were so extremely helpful. I don’t Unilocal review very often but I told myself I would because of how patient they were. They made sure I was happy with the phone I upgraded to and also found a way to lower my monthly bill. Great customer service!

Waited in the store for over 45 minutes before getting help. Only one person at the customer service and no backups on a Saturday night!!! 3 people walked away when they noticed the wait time! The rep was super slow! Disappointed with my experience, I will not leave Verizon!!!

Zach! Thank you so much for your help! You are a great example of how someone should explain what there options are. I couldn’t have ask for a better experience! Thank you!(whole staff is super easy going!)

This particular team is so attentive to my needs! There are three people who stand out to me when I think of exceptional customer service: Zack, Amanda, and Yovanny. They are always quick in answering my questions, and they’re thorough!

Zero stars.
Sprint is fine, but this store in particular is full of liars. They will swindle you out of your money and then ignore you when you try to follow up on their promises.
I came into this store to switch away from Verizon, and the switch over was fine, but the salesman, Yovanny Hernandez (Geo), promised that the $ 10 monthly fee that showed up on the initial bill he showed me would be gone as part of the promotion (this is for a 2 year contract, meaning it turns into a $ 240 fee overall). I thought it was weird that it wasn’t already gone if it was a promotion, but I believed him. He said to call if the charge didn’t go away.
My first bill had the charge, so in good faith, I paid it. When my second month’s bill came with the charge still on it, I called the store like Geo told me to do. The woman who picked up said that they can’t access my account over the phone, so I had to come back to the store (a 30 minute drive for me).
I drove to the store the following weekend and Geo was there. He remembered telling me about the charge, so him and his colleague called their billing department and then told me that the promotion he was thinking of had ended the day prior, and he was so sorry but they couldn’t remove the charge from my account. His colleague said that they could provide me with a $ 65 refund on the initial setup charges to at least get me some money back, so I said yes, absolutely please do that. I waited while the salesman called back billing and talked to them about getting the refund on my account. He hung up the phone and said he would get me that refund. Geo then said he’d talk to his manager to see if they could also still remove the $ 10 charge and call or email me within the next 3 days. I confirmed a few times that I would see the refund in the next few days, and they said yes, so I left the store.
After 4 days of not hearing from Geo and not seeing a refund, I emailed Geo. He wrote back a few days later saying that the promotion actually never happened at all (!!), so they can’t get the $ 10 fee off of my account. I emailed back saying what about the $ 65 refund you promised? He wrote back saying that they didn’t promise that, they said they could maybe get that going but they’d have to escalate it and nothing happens overnight. This was more than a week after I had been to the store. I emailed him back saying please escalate it, I’ve been waiting for this refund that you PROMISED multiple times to me while I was in the store. I haven’t heard back (this was 9 days ago and I’ve emailed him since asking for an update). I also emailed Richard Joseph, the store manager, 4 days ago explaining what happened and I haven’t heard back from him.
I’m going to report this business to BBB and contact Sprint directly to see if there’s anything they can do. I’ve never dealt with this level of not caring about the customer. Not only did they lie to me twice, but now they are completely ignoring me. I honestly have no idea how this store is still in business. Based on the other reviews here, it’s clearly part of this store’s business plan to say whatever it takes to get the customer to buy-​in, and then just ignore the customer if they catch them in the act.
Sure, go with Sprint, but don’t go to this store in particular unless you want to be lied to and ignored.

Sprint has its issues as every company will but this third party retailer for sprint is one of my favorites of all sprint stores to go to when I need something. They used to seem understaffed at times but that is getting better as of recently. Not sure about some of the other sales associates or managers in the past months at this location but the people there now are straight up about everything. I’ve worked in sales and retail for many years but I never feel like I’m being cheated on anything or lied to or ignored when I’m here.
Gio is the most helpful associate I’ve known to work there. always honest And very informative. I can smell when people try to b.s. me to make a sale and I never get that vibe at all here. great customer service. some people just don’t have patience or knowledge of how these services and retail companies work.

Went in to pay my husband’s phone bill for the month of September. We went pretty late, half an hour til closing time & Yovanny or Gio was helping another customer. When he was done he helped us, & just as we were about to leave my husband seen the ad for the «iPhone forever» plan & instead of asking for us to come another day or rushing us cause they had to close Yovanny explained in detail the plan & how we should expect to be billed. As we upgraded our phone, my husband added an otter box. Yovanny, put the case & protective screen on for us with great precision. We’ve had a few problems dealing with other pay stations or stores that Yovanny’s customer service & knowledge was a surprise & super cool. We live in Milpitas so there’s two Sprint stores closer to us than this one at the valley fair, but because Yovanny was cool, professional & patient with us I don’t think I’ll be paying our bill anywhere but here.

Absolutely useless. A customer standing in line hijacked my experience at this shop — — thank God. Staff is absolutely useless for anything other than selling you a new phone. They are completely incompetent on all issues related to the phone operation. Immediately they ask you if you paid for a warranty for a software problem induced by a sprint /​Android update. Then they say it’s not our issue, its Google that caused the problem. Teleports you ask is there any other software I can use on my sprint phone? And of course the answer is No. Importantly, I do not blame the staff. They are simply doing what they’re told.

This store is a nightmare of inefficiency and lies. Service is slow, unprofessional, and mistake prone. Promises are made and not kept. They can’t solve any of your problems, but they sure can create problems for you. Avoid this store like the plague.
This is a franchise store and they suck. Far better experience at the corporate store on Steven’s Creek and Lawrence.
Come here at your own risk. Or actually, spare yourself the agony and don’t come here. Unless your a glutton for punishment and enjoy being abused, then this is the store for you.

I went to this store because it was the only Sprint store around me, all the other Sprint stores are closed and I’m assuming because of their terrible customer service which this place wasn’t exempt from.
My puppy broke the screen on my iPhone 5S and my phone, being a measly 16GB, I decided to upgrade because my work required me to be on my phone and use up memory.
The whole Sprint store was clean and small. I inquired about my options which were upgrading, opening up a new account, and trading in my phone.
The sales representative that helped me out was nice, however, it took us TWO hours to finish the whole process. I was told that it was going to be quick as I have a meeting at 2:30. For some reason, while he was switching my account, there was a hold so he had to call Sprint and was on the phone for about 20 – 30 minutes which slowed down the process more.
Towards the end, I asked if I could receive a phone accessory as a courtesy for taking so long and was denied.
Also, when I tried trading in my phone, it was my understanding that I would be able to use the credits I received towards my new phone /​plan. I was wrong. I had to buy accessories. I refused because my phone was worth more and I could buy any of their overpriced accessories online for a much cheaper price.
Would I come back here? Not this store. If I could leave this carrier, I would. Would I recommend Sprint to my friends? As many other Sprint customers, we could agree that Sprint isn’t the best carrier.

Came here to make a new contract and they gave me a stupid Sam sung tablet for free but turns out that it wasn’t completely free. Tablet was free, but u actually had to pay for the activation fee and for 1G. I feel so stupid for not knowing that they’ll take money for that and I’m pissed that they didn’t even mention about how much u had to pay for the tablet. Sprint sucks.

Best customer service. Workers are very polite and very professional. They will help you out and explain everything step by step. I don’t mind driving to this location for great customer service.

Every time I have been into that Sprint store in Valley Fair I have had nothing but awesome service went today and Chris Gaona was very awesome so helpful I would recommend anybody to go to that store the store and the employees there are awesome

Came to this store and the lead associate helped me. I researched online what the phones cost, plans etc. And i knew my credit rating beforehand, as well. right away he ran my credit and stated i was eligible for all offers.
Through the process he tried to up sell me a Bluetooth speaker, and phones we weren’t interested in. He never explained the process what the phones will cost and when i repeatedly asked him to go over the numbers again he deflected and when directly pressed, he fed me some hot air. The easy pay is just a way to put some money down and sprint lets you pay off the rest without interest. They charged me. full price after i was told my credit union entitles me to a discount. And i had to pay for the accessories before leaving. Also the access. Dont show anywhere on my acct for sprint to track them.
I had to call sprints main number to correct the following:
My address
My plan. didn’t get the marketed unlimited plan.
The activation fee. Again was told CU membership waived that.
The un-​enrollment from the device protection plan.
And finally sprint had to call the store and clarify why my huge up front amount wasn’t credited towards the phones
The two cases, a car charger and the glass screen protector was 160.00. Ebay has every item for less than ½.
I wasn’t so much aggravated at the cost. Knew that the latest and greatest always costs the most. Was irritated that the whole process took over 3 hours.
When i asked for discount on accessories my guy and the manager went to the opposite side of the store and chatted about my asking, while i stood there for over 20 minutes, used car salesmen don’t even pull that tactic any longer.
He promised to fix my address, take off protection plan, and lead me to believe i was getting a discount on the accessories by paying for them upfront.
All around shady, feel taken advantage of, and i had to take the time to call sprint and fix all of his promises and then some… next time i will deal directly with the company and buyer beware. Ask questions, and get appropriate answers!
The people that come into their store should not be looked at like stupid bags of money, and the staff there should be better trained in the art of the sale.

okay service, but the times you really need/​want LTE, it’s always 3G. T_​T

Brushed off and ignored to attend to a different customer who came in after me after I asked the associate a question. 10 minutes and no follow up.

Came in to inquire about phone upgrades on a Saturday morning waited over an hour, I’ll repeat that, OVER AN HOUR to get helped. The store had one guy working on a Saturday??? Now, it was not our luck that a family of 5 were all there to upgrade phones and God knows what else because they were there even before we came in. People came and went out of the store without any help. It was definitely frustrating.
Eventually we got helped and he was very thorough, quick (even thought it takes quite a few steps to get two people set up, a total of 45min) & apologetic about all the inconvenience. He walked us through everything we needed & we came out with more than expected.
Overall the wait was ridiculous. They really needed more staff!

Jose messed my account up. All the guys there care about money and not customer satisfaction. I would suggest the Lawrence/​Stevens Creek sprint over this one any day. They fixed my problem easily there whereas the valley fair location gave me a hard time.

So my HTC Evo 4G finally broke. I came back with my friend to use his upgrade on our shared plan.
Worked with a guy named Lou (whom I’m now friends with) to get my phone going. He was helpful, very personable and definitely understands how to sell. If you go, ask for him. You can’t go wrong. And you too, might make a friend too!

Honestly, I’m pretty surprised that this place has such bad reviews! Their service here is mediocre… but i wouldn’t say terrible.
3 stars from me because I got what I came for, had my questions answered, and was out in a reasonable period of time.
The two times I’ve been here I was not greeted or acknowledged right away and I had to wait in line. but it wasn’t a ridiculously long line. Their service wasn’t really exceptional because they did not go above and beyond to be particularly accommodating, but at the same time they didn’t waste (too much) of my time trying to sell me other stuff.
I thought they did a reasonable job. I definitely did not leave with a warm fuzzy feeling from when I’ve experienced outstanding customer service, but relative to the other Sprint stores I’ve been to (in Oakland, SF, and Emeryville) this one was pretty good!
Helpful Tip: Try to stop by after dinner on a week night… probably won’t be so packed and you won’t have to wait too long. I came on a Saturday night maybe an hour before the mall closed and hardly had to wait at all.