Brandon was an enormous help yesterday (2/10/26). He went out of his way to help me. He could have…read moresaid he couldn't exchange the information from my prior iPhone onto the new one. But, although there were considerable problems, he solved them all. In addition, he was kind and understanding.

Every time I walk into this Verizon store, it's nearly empty yet I'm still waiting 15 to 25 minutes…read morefor help. Multiple employees walk around doing nothing while only one person actually assists customers. Even people with appointments get stuck waiting. The sales pitch always makes it sound like the phone is basically free -- just a small monthly payment -- but surprise fees show up on the next bill that were never mentioned. This has happened to me multiple times. Whenever I have questions about my account or billing, they refuse to help and just tell me to call customer service. Other customers waiting in line look just as frustrated as I am. And when people leave negative reviews, the manager always replies with the same generic, copy-and-paste response you see everywhere: "customer service is our top priority", "we have high standards" and "we strive for excellence." It feels completely scripted and changes nothing. Many customers seem to be having the same disappointing experience. Once I find a way to close my line or switch to another carrier, I will do it in a heartbeat.

I purchased a phone from AT&T and immediately decided to return it. Customer service instructed me…read moreto bring the unopened package to the nearest store, which was Napa. The same day it arrived, I drove 30 minutes to the store only to be told by two employees, including Alyssa, that they could not take the return--despite me showing proof from AT&T's own chat that I could. AT&T's own written Return & Exchange Policy clearly states that if you purchase a device online, by phone, or in store, you may return or exchange it at any AT&T branded retail store or by mail. There is no language excluding online purchases from in-store returns. This means the Napa staff directly contradicted AT&T's published policy. While the phone was in transit back to AT&T, I called customer service again. They apologized and confirmed that the return should have been accepted at the Napa store. After UPS notified me that the package had been stolen, I called again and was told the same thing. At this point, three different AT&T representatives have apologized and confirmed that Napa should have processed my return when I first brought it in. I even asked about where the return policy was kept in the store, such as in a policy and procedure book. Alyssa told me she has never received such a book and that the Napa store doesn't have one. That means employees are relying only on word-of-mouth instead of a documented reference. This leaves customers at the mercy of inconsistent and potentially incorrect information--an obvious failure of good business practices. Now I'm stuck paying for a phone I never even opened. When I called the Napa store to explain, Alyssa was rude, hung up on me, and refused to give me the manager's name. After multiple unanswered calls from my number, I tried again from my son's phone. This time, Sylvia answered--she was very helpful, polite, and professional, and she even gave me the store manager's name, something Alyssa had refused to do. The difference in how I was treated depending on who answered the phone was night and day. This store gave me conflicting information, wasted my time, and treated me disrespectfully. Very disappointing experience, and I would not recommend relying on this location for help or support. I will be meeting with the store manager, Juan, on Wednesday to see what he does to make this right after all the misinformation I received and the stolen phone situation.

Courtney, Sheyla, Mario and Leah - Store Manager - were incredibly helpful and worked as a team to…read morehelp troubleshoot an iPhone 17 Pro Max upgrade for me. It was busy, and they were adept at multitasking and so politely so that all customers received expert care. They seemed to enjoy their work and working together too, so the atmosphere was more enjoyable.

I had a problem with my cellphone. Jason was very helpful and had the issue solved in a short time…read more His patience with this old man was very much appreciated. I would recommend this store to anyone who needs help with a problem or to purchase a new phone.

They told me I was only responsible for taxes on upgrade to my iPhone, which was not true so I…read moreended up paying in full on a monthly basis for a new phone. There was a trade-in credit I was not given. When I went to follow up two weeks in a row, the store was closed midday on days they are supposed to be open. I then missed the window to get the trade-in value on my phone.

Beware I have been a T-Mobile customer for 24+ years. I…read morewas simply upgrading phones. I went through everything with customer service on the phone and went in to sign and pick up new phones. I can not begin to explain the used car salesman I encountered. Did not pull up the notes that clearly showed the details agreed upon before I came in, but tried to give me a higher monthly payment, insisted on me signing up for internet which was clearly shown would not work in my home and have us get a watch and iPad plan even though I told him multiple times we did not want it. I thought this should have been simple. My wife and I walked out. Called T-Mobile back, signed up for everything on the phone and then picked up our phones at another store. This is an authorized dealer and not a true T-mobile store. Had I not walked out, we would paid $100 more per mo than the plan T-Mobile offered me. Paid an extra $200 for each phone and been signed up for internet that would not have worked ( not available in my area per T-Mobile) Just go to the factory store. If you have shopped at this location, call T-Mobile . They probably ripped you off . Maybe the company can step in and help. This location needs to lose their franchise. Terrible representation of a good company .

bad listening, I had to repeat myself and staff forgot to set up my SIM so I was without cell…read moreservice until I visited a different store the next day. I was transferring service from a different provider.

This guy is total jerk. He wasted over an hour of time talking to customers about nothing while we…read morewaited for him to answer one question. He used to be with Boost, but they must have let him go for doing nasty things to people like putting in his information and pin for people's accounts so when you want to change something on your account, you can't because he set it up and won't tell you the pin he used. Don't waste your time here. Use Visible for $25 a month for unlimited everything!!!!

From the owner: Experience wireless freedom, premium perks, affordable plans, and no long-term contracts at Total…read moreWireless in Napa, CA. With budget-friendly Multiline plans, you can add a 4th line at no additional cost. Covered by the Verizon network, we help you find the right fit for your lifestyle. Stop by today and explore our wide selection of the latest devices and accessories. You can even keep your own phone and number. At Total Wireless, we're totally with you.

Email that a good time service for your phone nobody no better this T-Mobile he got nice phones for…read morefairly decent prices but their services pretty good so if you want to try to find a good deal go to T-Mobile just one at the building plaza and there's another one Cincinnati cross from Marshalls give it a try

MetroPCS has become a garbage dumpster in recent years, not sure if T-Mobile is the cause or the…read morelack of quality employees across the board. I've been a customer of Metro for almost 20yrs since back when people made fun of u for having Metro & coverage was spotty at best. I gave a friend a ride to this location yesterday 6/23/22 to start service & buy a phone, I've lost count of how many customers Metro has now that are people I personally referred to them- you're welcome... While there I needed to speak with them since it seems Metro has no problem taking my payments & shutting me off if I'm a minute late on that payment but they seem to have a serious problem with providing me with the service I pay for. I'm without service about half the time but paying for full time-I'm not too elated about that. Add to that a few months back I was over charged $50-$70 a month for several months that they never credited my acct or attempted to make right in any way, just pocketed several hundred dollars of mine & started providing half ass service at full price. There was 3 employees, 2 gals & a guy so naturally I get stuck with the gal who's got a subtle yet present attitude. She says my service is suspended that's why I had no service. I explained this wasn't just happening right now- today & showed her about 15 screen shots of times my service was out in the last month for no reason. I also pointed out when I walked in I was on my phone finishing up a phone call, I had requested a 3 day extension a few hours earlier so I could speak with them before paying my bill. She suggests a network reset on my phone- ok, she's the one who SHOULD know what she's doing. Gives my phone back & while I'm waiting for my friend to finish up I realize I've got no service. I tell her, she says it's cuz my bill's due I remind her I'm only 6hrs into my 3 day extension, I brought my phone in working so she needed to get it back in the condition she received it in.. She calls the service line says, "the customer got a 3 day extension this morning, it was working & now it's not."... She conveniently left out the part where it was fine until she reset it. Had she told me resetting the network would somehow void my 3 day extension, I'd have waited but she didn't. That's the kind of customer service I suppose one might receive from AT&T or Verizon, etc. I went to sit with my friend after 10mins of just standing there not acknowledged at all. I think she thought I couldn't hear her from where I was & she asks them unrelated particulars about my acct..never relayed it to me so I assume she was just nosy..not professional. While sitting with my friend while he was sending texts to people with his new number, I told him that it was funny how she didn't mention to the support people that she reset my phone & if it took much longer I was going call them myself, she wasn't getting much accomplished in the 15mins she had been on the phone with them already. A few seconds later she says, "I don't know why it's not working cuz I did the reset on the phone not in our computer system. So u can call customer service line yourself to see if u can get it fixed cuz I don't know." I agreed & said, "It's clear u don't know what ur doing, if u did I wouldn't have walked in here with a working active phone & leaving with a useless paper weight. I'm leaving worse off than I was when I arrived, how can u still be snarky when u killed my phone 6hrs into my 3 day extension, didn't tell the support people u screwed up my extension when u reset my phone & acted like I never said ur the 4th attempt I've made to get my acct credited or a refund of several months of over charges. I'll call them & with zero effort do a better job at ur job then u." As she raised her nose as far as possible into the air, said ok & went to stare at her WORKING phone..must be nice. I'm certain if it were her phone this was happening with, she'd expect to have a functioning phone when she left LIKE A CUSTOMER SHOULD. A lady at the customer service center was quite correct in her response to my experience in the store, "I'm so sorry, it seems sometimes our in store employees -even tho they directly deal with our customers to face, forget how important our customers are. I'd like the address of the location u went to so we can remind the staff there & make sure they understand without our customers, we have no company anymore."... Unfortunately, I got disconnected from her & in the next 9 FOLLOWING PHONE CALLS never got her again...maybe that's cuz she's good at her job so y'all cut her off before she helped too many people & we'd start expecting any sort of help/service from ur company other than an obnoxious automated broad that can't accept no for an answer to help

Worst experience! 90…read moreMinutes in the store to buy a new phone and watch. None of the pairing/set-up process worked. Ended up taking the devices home to set them up there (since I was in the store so long). Nothing works or pairs correctly. Price information on the receipt vs what I was told do not match. Back the next day for another hour. Still no success with the pairing/set-up. I'm told ONLY the original agent can assist with my incorrect bill and "we'll put you in the waiting que and you can sit on the couch" Because I am frustrated all the fake nice workers are now super short with me. Gone are the smiles. No body can offer an explanation. Nobody can apologize. Ended up leaving with NOTHING RESOLVED. Worst experience. Avoid. No accountability. Manager apparently hiding in the back office.

Hit the jackpot with Arlay! He Helped me migrate home number to cell phone! So much to know and it…read moreis great that he knew the ins/outs! Thank you Xfinity!