This place is awful!! My mom has been in 20+ times to get things resolved on her account and they WILL NOT DO IT. They say "it has been resolved" and she gets another bill. Now they won't respond. We will be back and thinking about even taking this further. Awful costumer service and lack of common curtesy to honest costumers. read more

Every time I walk into this Verizon store, it's nearly empty yet I'm still waiting 15 to 25 minutes for 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. read more

Horrible customer service! We went to upgrade my phone under my daughter plan. We arrived around 4:15 to bad the sales person remark that they were able to sell the phone but not helping us with the set up for the new phone because they close at 5:00pm. He did the process with the worst attitude and like we were taking his time. We bought the phone we are paying for everything and he couldn't even ask to get us support with the new phone. He didn't even offer a new case, protection anything he just wants to leave before 5:00 pm...oh and by the way it was one more customer with one employee and two more employees. read more

Chris the Store Manager is a crook. He sold a phone to my disable Veterean father instead of just turning the silent off of his Iphone, when my father went in for help. When my father went to return the phone he refused to help him. My father called me to speak with him to help him out, and he refused to help him and hung up on me. I called back for District Manager number and he refused again said he didnt have to. What are you hiding chris if you didnt do anything wrong. Do not use this store, they will trick disable vets to get sales. Have recording of conversation. Update: no one ever called me from Verizon to fix the issue. Don't believe replies you read from other comments. read more

Brandon was an enormous help yesterday (2/10/26). He went out of his way to help me. He could have said 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. read more

Dennis and a number of other employees were incredibly unhelpful, rude, and condescending when it came to doing a simple phone transfer for a phone that i had bought at a Verizon store. I have been told that the current goal of Verizon is customer retention, yet somehow this experience has turned me to now getting quotes from other carriers out of a desire to never have to deal with this disaster of a store team ever again. I was coerced into buying a prepaid month of service on an old phone for $45 in order to do a data transfer, before which I asked at least five times to confirm that this $45 would work for getting my 6 years of photos onto my new phone, and after receiving numerous assurances, it wound up being $45 down the drain. This store needs to be cleaned up and new management put in from top to bottom. read more

I moved so I wanted to cancel my Verizon Home Internet service. I called and was told the fastest solution was to go to a Verizon store and cancel it and return the equipment there. They gave me the address of this store and assured me I could go in and they could take care of this quite simple task for me. So, I went here, and the employee who greeted me, after I explained I was cancelling the home internet service and returning the equipment, informed me I should call Verizon instead because she would have to charge me an equipment restocking fee. Should I mention that the reason I was going back to Comcast at the new place was because the Verizon Home Internet router/modem unit they sent was messed up and half my devices wouldn't even connect without restarting it daily? So, there is no restocking to be done, as it would have to go back to their facility anyway. Well, none of that matters, they couldn't do it in the store. I'm sure if I wanted to sign up for service they would have gladly helped me. But taking 3 minutes to cancel my service, and put my already neatly packaged router in the back with the other stuff that's being sent back, was not a worthy task. So, I left, called Verizon back, and they did the cancellation for me, and will send me a box to send back their equipment. Which will cost them more than if I'd just done it at the store. Not my problem! I'll be sure never to set foot in this store again, it's all good. I've been looking at new phones because my current one doesn't support 5G. I'll make a point in ordering it online just to avoid this location. Thanks for your time reading my review. I feel better now! read more

staff is rude like all the other reviews 20+ customer. Avoid this store at all cost. They also treat you like you are stupid and I know a lot about cell phones and electronics. read more

Customer service. When did Verizon stop aiding people if they have a problem with an app or something not working properly. Extremely rude and dismissive. read more

They ignored me and told me to call costumer service when I came in for help fixing my SIM card. I also ordered a new phone to the locker and they told me to help myself when I asked for help setting up and ignored eye contact and my questions when I needed help. I was never told to wait because of people with appointments and asked a team member that wasn't helping another costumer. It was just pure ignorance. read more

AVOID. Some of the rudest employees ive ever encountered. For the location north napa on trancas. I have still never been able to get an appointment. The older empl at the door acted overwhelmed and too busy to even help me. Said oh the wait is over an hour but would not book an appointment for me played games. Said come back later or book for another day WTF open discrimination. Seriously considering canceling my longtime account over this read more

Can't say horrible service because there was no service! Before I went there to ask about a price of something I got my question answered and they cleaned my phone screen. Now guy in front says he doesn't have anything to clean it with. I then asked about what ios represented; thats a question for apple was the response! When I asked verizon in ff how to get more ios she told me. I am in napa working which is y i am not at ff store. Verizon has gotten downhill over the years! Used to be sales and service. Now it's just sales! Bad business read more

Horrible customer service from the moment we walked in. I wish I would've gotten the name of the gentleman who talked to us but I left so frustrated that I didn't even ask. My husband and I came in to upgrade his phone. The employee came up to us and said "I'll be right with you guys" ... then he comes up and in a completely different tone (almost upset) asks us if we have an appt?. We said we didn't and he was like "ya i can't help you at all today and can't schedule you an appt". In my 14yrs of being a Verizon customer I have never known of needing an appt AND I've never experienced such rude attitude from an employee. He definitely doesn't like working there and shouldn't be working with customers with that attitude. I prefer to drive 30-45 min away to a better rated, friendlier staff then to ever set foot in here again. Would give one star but I really like Verizon so I'll give 2. Managers...train your staff about how to approach situations better and not come at their customers with attitude and rudeness. read more

I brought my phone in, my verizon signal was not working. The manager Dennis? tried to raise the signal by changing the sim but it didn't work. Now no wifi and text. I went back in and he played verbal tag with me instead of trying to fix it. I was annoyed and offended. His curtness has led me to possibly leave verizon after 20+ years. I hear this Napa store is corporate where service has depreciated. The usual corporate review response is one of disingenuous interest and fake promises to improve. The reviews obviously show it. The American Canyon store is not corporate and the service has always been great. I will finish my business there. read more

I came in with a simple issue. My SIM card went out. I came in for a new one. Alex assisted me, not even assisted. He was so rude and gave me an anxiety attack. He handed me off to someone else, Diego. Diego was so sweet, but Alex kept bugging us even though I was very obviously crying at the desk. Alex needs to work on his customer service, and choose kinder words when speaking to his clients. I do not recommend this place at all. But if you must go, please ask and work with Diego. Never going back again. Would do zero stars if I could also the store smells like feet. read more

This is the best location I have been to. The staff is friendly, helpful and not pushy. I don't mind the 40 minute drive because I know that when I arrive to my appointments I will receive the customer service we all deserve. I recommend this location to all my family and friends! read more

Worst costumer service to ever exist. They will ignore you and avoid eye contact unless you wave money in their faces. Don't ever go here unless you can help yourself. I wish I could add 0 stars. read more

I have had so much trouble with settling my account with Verizon, I am at my witt's end! I had a Gateway at my last residence and couldn't use it at my new residence so had to return it. I had to call 3 times to get a mailer to return it. I returned it in April and have the UPS numbers to verify my return. Nevertheless, I received bills, daily robo calls, and emails saying I still owed the $214 for the equipment. I called MANY times (each call took as long as an hour) and the agents tried to help me but without much success. Eventually, I stopped getting the daily robo calls and thought the matter had finally been fixed until yesterday when I received A COLLECTIONS NOTICE. I am dreading calling them yet another time but I need to clear this up in order to preserve my excellent credit. I don't know what is wrong with these people!!!!! read more

Completely unprofessional by manger Chris. Supports his employees giving wrong info. Then gets upset and argumentative when proven wrong. Crazy stuff read more

Twice I have been ripped off by this Verizon location. My wife and I purchased new phones on the premise that the second phone was free, surprise, they lied to us and charged us full price for both phones. The second event was an upgrade to our plan, they said it would be only 28 dollars more per month, surprise, they again lied. Verizon Corporate promptly received a call from us with how the store is doing business and lying to their patrons. I will never do business with this store again, unprofessional, ignorant and pathological liars, the manager should be fired! If you want Verizon service and products, call the toll free number, they can do more and won't lie to you, don't patronize this store you will regret it! read more

Poor customer service, misleading sales, unwelcoming attitudes. My wife and I upgraded our phones recently and one of the phones had some issues. We went back to the store on Trancas but they said we had to make an appointment and they were booked out over a week. I spent several hours on the phone with Verizon tech support, they were unable to resolve the issue. They came to the conclusion that the SIM card was not sync'd correctly with one of the new phones and we had to go back to the store to pick up a new one. They said it should be a very simple process to just get a new SIM card. Went back to the store ...need an appointment and have to wait a week. The manger was incredibly dismissive and made it seem like we did something wrong. I ended up cancelling the phone line and porting my phone over to Google Fi with a SIM card I bought at Target. The process was super easy. Customer support at Google Fi was incredibly helpful, they call you within 1 minute of booking an appointment online. I've had nothing but great experiences with Google Fi. If you're frustrated with Verizon and the lack of availability in-store, or lack of capabilities with the tech support over the phone; I recommend switching to Google Fi. Flash forward, Verizon ended up charging my account $350+ for "upgrade fees" and a phone line I cancelled and didn't use. When I disputed the charge, I waited for over an hour to speak with a supervisor or manager, only to find out they had no one available that could speak with me. Save yourself some sanity and frustration and use a different phone provider. read more

JOHN AT THE 611 CUSTOMER SERVICE HELP LINE - John made sure he looked at all troubleshoot possibilities, explained every step of the way. Very patient, kind and had a sense of humor . NOT robotic which was cool. The biggest awe was John even called me back when we got disconnected! The last thing you want to happen is being disconnected because 9 out if 10 times the rep will NOT call you back and you could be on hold for hours because then you're transfered all over to unnecessary depts. Thank you John for you WONDERFUL stand out customer service. read more

Very very lousy service I have been to verizon San Jose , Seattle , Fresno And Visalia Just still could not believe this store in Napa They treat their customer like dirt Is that because I am Asian and female ??? I hope the employees understand the market share they are having now can disappear overnight If it's not for an important gift I can treat them Same way they r treating me read more

I've had many different associates here and they are all amazing! Yesterday I had Jason and he was absolutely incredible! While I was waiting to be helped I was watching another employee help a very old man. The guy had the patience of Job!! I was ready to rip my hair out just listening LOL! The old man couldn't remember any of his passwords and could care less. I don't know how you guys do it! So many old people, including me come in with probably the stupidest questions and problems and you treat us all with dignity. Thank you. read more

Absolute worst version. There are 6 sales associates here. 2 have been watching the front door 3 keep going in and out of the back door and 1 is actually working. There are 2 of us waiting for help. I have been here for an hour and 15 min. I waited 45 the first time but was turned away cause I didn't have a driver's licenses. I went to grab it (5 min) and was put back in to the waiting list even though no one else was waiting. This is crazy I have a business account and spent 15k a year here not including phone replacements. When I asked for the store manager I was told he was on lunch. I asked for his supervisor and was told that he was on a conference call. The man at the door tried to get the manager but he said I would have to wait till his lunch was done. The Napa store needs new management. read more

Set a appointment but I don't even see the damn point if they aren't even gonna help. 2 of them just walking around an not even doing anything but being damn lazy as hell. Definitely the worst customers service I have know. read more

My shout out to Napa Verizon in CA. First off, get an appointment. Don't be frustrated when you come in without one and need to wait a while. There's a huge demand and its a fact of life. Now that that's over, I'll tell you about my experience with a man named Jason. He is a customer service ninja. Yes, a ninja. Two years ago, probably to the day, he hooked me up with an iPhone 6+ and managed the deal in such a way that there was a $0 net difference on my family plan, we got several GB more in data to share, and I simply paid tax on the phone. There were a lot of numbers to check out as to why that happened, but Jason made it make sense - quickly. This was done with a 2 year old in the store. He made it easy. Now, two years later, I came in with my now 4 year old daughter. He did pretty much the same thing except without the data boost. The only issue I could find was that Jason needed to send me to an Apple Store because they're out of stock of the 7+ in all the stores. I inquired if there were sales bonuses of some kind and found out there is. I wanted to support Jason but my need for a 7+ outweighed that (I'm American...). I'm at the Apple Store now, writing this, wishing they had some form of Verizon's customer service. Yes, I have an appointment. Let's first commend Verizon on employee retention. Sales jobs are classic high turnover jobs. He now has a 1.5 year old daughter and, from our BSing, he's a great dad. Way to keep the good ones, V. Lastly, customer service was first. Sent me off to benefit Apple instead of himself, he treated me like a real person, respected the little time I have, and made me a Verizon customer for life. Thank you, Jason. I have a selfie with him and my daughter-I hope the next screen allows me to post it. read more

Verizon - Here's Jason. - Mobile Phones Near Me - Napa, California

Tried to do business twice there. They were reluctant to answer questions about the plans and products. They ignored me twice, so I get it. I will switch my 4 lines to a new carrier because of one store to ruin the Verizon experience. read more

Prompt, courteous, skilled. They solved my problem within minutes, even without an appointment. They have sufficient staff and onsite leadership to serve their clients at a high level. read more

Absolutely awful. I spent many hours looking for a resolution to an issue and they kept telling me my issue would be fixed the next day. Each time I went in due to the issue not being resolved, it was the same thing over and over again. Horrible customer service. read more

This is my second review about Verizon. Customer service is awful - they don't appear to even be listening to the customers on-line support is a joke - nearly impossible to get to talk to a human. very very long waits. I look forward to finding another vendor with excellent customer service Verizon is NOT that vendor! read more

After receiving such horrible customer service in Vallejo on Admiral Callaghan we went to Napa store. Awesome service!! Was in immediately and received so much help activating our 2 LG Velvet phones!! Staff really are professional!! We will be going to this store from now on!! Thankyou!! read more

I only wish I had checked Yelp first. This place is so bad. Our 5(!) visits here to get my niece her first phone were so traumatic that my niece was in tears and I nearly was too. I left the place shaking and was still shaking an hour later. The attitude we got from 3 different people who "helped" us, including the manager, was unlike anything I've experienced in recent memory. They are snotty, cold, rude and they just don't give a rats ass. *with the notable exception of Carlos and Orlando, who were both nice and helpful* read more

This is a joke of a verizon store. The POS requires an appt and wouldn't help us even though we are a thousand miles from home. We have 2 babies with us and had to get help. I have never seen a verizon franchise with a poorer business model and disgusting customer service. read more

This place is staffed by incompetent people with 0 customer service skills. I'll be wasted over two hours trying to return an item to them Corporate told them to accept the return but they refused because the manager didn't know how to navigate the activation system of his own company. Verizon needs to be looking for a new GM for this store read more

This place is useless! If you go there you'll wait for at least an hour before you are awarded the chance to talk to a teenager that doesn't know his ass from a hole in the ground! If that wasn't bad enough, they jack their prices up substantially higher than what you're find online. I live in Napa and hate to say it but if you need in person service, you'll have to go somewhere else because these people suck!!! read more

Verizon has a peculiar notion of what customer service and hospitality should be... I walked in to buy a new $1,000 device, and they asked me for my phone number. I gave it to the woman, and she said "OK, it's going to be a while because there are people in front of you..." Strange, I thought. Most places that sell $1,000 things that fit in your pocket have adequate s sales staff to wait on all comers, save perhaps at Christmas. But I waited and browsed. Then I noticed that three of the five employees in view were chatting with one another. Enough for me, Verizon. I went across the street to AT&T and signed up. No wait and excellent service. Adios, pendejos... read more

Poorly managed store. I came in for an upgrade and was told that the wait would be two hours. While I waited for a business rep to process my order, other people joined came in and were put on the waiting list (and served quickly). The business rep said that I'd have to be added to the waiting list to complete the transaction. I ended up leaving after waiting more than an hour while some people who showed up later were being served. read more

I went in to find a device for my elderly mother in law. Told 30 min wait. While waiting I asked the greeter a few basic questions as she wasn't doing anything else. Was very reluctant to help and almost rude. Then watched multiple employees wander around talked to each other but making little story to help the customer. When I mentioned this the manager was surly and said she had to stay available. Horrible experience for a long time Verizon customer. read more

We were affected by Glass Fire, left with no electricity if WiFi and we run a business- VERIZON's Manager Samatha Cates @ the Trancas Napa Verizon's office saved our lives and livelihood! She worked during her off duty day to ensure we had WiFi coverage - The customer service and technical care has been outstanding - I could not recommend more Verizon and the outstanding performance of Manager Cates who displayed amazing command of technical skills, and was ready to generate urgent solutions to resolve our needs- she deserves all the praise! read more