Wow I was totally ripped off at this location. I went in to get an upgrade since I was eligible ... and they wouldn't honor it they told me I had to pay retail for the phone I went on line and showed them that I was not only eligible but at a huge discount. Not a good way to treat a 14 year customer. Check on line first and insist they give you the discount you deserve. read more

Every time I've had to visit this place, I've had the best service. I'm kind of blown away at how great the staffing is there. Today I had Sammi(?) help me. I noticed her name tag said she was a manager. She was super helpful, and I'm glad when I have phone problems I don't have to stress too much, because the people at this Verizon store have always been great! read more

I've been with Verizon Napa for 26 years and 8 months. It is a business account with 6 phones and two wifi hot spots. This store on Trancas is the WORST I've ever seen. The person at the door simply says "whats your name and whats your business here", ALWAYS a wait! I said "online Verizon already set up my phone, I'm here to pick up the sim card". "There are about 6 to 7 people ahead of you, wait anywhere in here. UGH. Daniel came to help me eventually and I explained the above and asked for the sim card, and could he activated it for me now.....he could not find my new phone number anywhere on my account.... and volunteered to activate it now for a different number. I asked him to make sure when he activates it NOT to change my 26 yr old plan as it is the best and all my new lines are only $20 under this plan. He went to a "manager", a stout short dark blonde hair woman. He came back to me to say that she said it is not activated and I can't get a line for $20. I took the sim card, went back home, called Verizon online, and was advised that "your new line order info is in an email you should have received". I pulled it up, sure enough it was there and telephone Verizon lady was very helpful and got it set up immediately once I put in the sim card, for my $20 a line usual order. Napa Verizon has the worst reputation and all you have to do is look at the yelp reviews on the right! read more

I will start this off by saying I like verizon in general and we are happy with our services and equipment we have purchased over the many years we have been with Verizon. I went in to this store to exchange a charger that I bought less than 6 months ago. I was greeted by an employee who asked me what I needed and she directed me "RENADA." RENADA took a look at my charger (which still looked brand new, even had the little plastic film over the face plate still). RENADA asked me what the problem was. I told RENADA that it was intermittently charging my phone and giving me a message on my iPhone saying something like, "This accessory may not be supported." RENADA took a look at the cord and asked if I had my phone with me so she could test it out. I gave RENADA my iPhone and charger and she disappeared into a back room with both of my items. RENADA came back out a few minutes later and started running her fingers down the length of my cord beginning at the wall charger side down to the side that plugs into my phone. RENADA pointed to a shiny burn mark that had wires exposed! My charger was not burned and did not have wires exposed when I walked through the door!! I was shocked!! I told RENADA that my cord was not burned when I came in. RENADA replied ,"Yes it was!" I asked to speak with a manager immediately. Instead of sending one over, RENADA went and said something to another verizon employee and disappeared to the back again, with my phone and now burned charger. No manager was sent over. RENADA came back out and told me that she would exchange it this one time for me as a courtesy but she had never seen this before. I said "seen what before?" RENADA said a cord burned with wires exposed. I again said, "it was not burned when I walked in RENADA!" RENADA gave me a new charger and I asked for the burned charger and said I still wanted to speak with the manager. RENADA said I could not keep the burned cord and I told her I wasn't going to keep it but was going to take a picture of the burn mark. RENADA did not want me to take a picture of the burn mark. What is wrong with taking a picture of the burn if you don't have anything to hide? I believe RENADA burned my cord with either a soldering iron or something similar when she disappeared to the back room. After all that we have purchased from Verizon over the years; iPhones, iPads, UE Booms, mophies, accessories, bluetooths, etc., my family and I will be letting people know not to do business with RENADA and what a scammer and liar she is. RENADA has zero integrity and she needs the boot from Verizon before she tries to scam more people! read more

Verizon - Burn mark with wires exposed that RENADA showed me after she disappeared to the back room - Mobile Phones Near Me - Napa, California

My wife and I upgraded to a 13 Max Pro and was told they were on order to mid December and have been using the Verizon app to track the order and there was an update that one of them was shipped, today they are on order again we ordered on November 7. My main complaint is I have a friend that switched from sprint to Verizon and he received his Max pro the next day. I believe that a long current customer should be taken care of first before a new customer. I'm very unsatisfied buy your service. read more

This Verizon store is awful. I was upsold a "free" tablet when upgrading to the new Galaxy S5. They neglected to mention the $10/month line fee, which should be illegal (and actually, probably is). I went back in the next day, demanding to return the tablet. The corporate policy is that you can return a device within 24 hours and avoid any restocking fees. I showed up within 24 hours, but was told that they couldn't restock it without assessing the $70 fee. They then assuaged my rage by telling me that they could apply a promotion to my account that would eliminate the $10/month fee for the tablet. So I calmed down and let them do that for me. Two months later, I'm examining our family's Verizon bill and I notice that I am still being charged the extra 10 bucks a month. After all of that. Meanwhile, I haven't touched that stupid tablet since I took it out of the box. I told the employee there that I had no use for the device, and I would only take it if it was free. He proceeded to screw me over and evade mentioning the associated fees with the line. When I brought this to management, they either were too inept to actually execute the solution they proposed, or were also stringing me along. Either way, it is unacceptable. read more

These guys don't know anything. Honestly. I purchased an Apple Watch and it wasn't connecting to my iPhone X's. Once I went back they said they can't help me and that I have to go the nearest apple store....Santa Rosa -_- read more

I had a very negative experience at Verizon a few days ago. This review is 100% about customer service. I wish I had the lady's name that was helping me, she was SO RUDE. She is a brunette, youngish and straight long hair. When she reads this she will not even care, I can tell you that--that's how much she didn't care. I went into the store after talking to Verizon Wireless on a 1-800 number. They told me to come into a store and I could get a physical phone replacement there. Obviously there was a misunderstanding between me and Verizon because the notes on my account said something different than what I thought. That's fine, no big deal, but I wanted to call Verizon back on a 1-800 number to sort out the misunderstanding, because I just talked to them on a 1-800 number where they told me something different. The brunette employee was very rude and kept saying that the notes on my account were THE only possible answer. She refused to call 1- 800 Verizon number back to help me, the customer, figure out the misunderstanding. She refused to call the 1 800 number because she was adamantly convinced that the notes were right. I said, "that is fine, I still would like to call them" and she rudely walks over to a phone and starts to dial a number. I say, " I just want to double check" and she starts going off about what the notes say, again! I just walked out because I don't need someone with attitude helping me. The problem obviously was not what was going on with my phone issues, it was the fact that the brunette employee would not help me further, and had an awful attitude about it and treated me, the customer like crap. Just for reference to the Verizon team from the Napa store that reads this, I did get a replacement phone a day later, and I would like to go into the store to tell that employee that just because of what one 'note' says that there can be other sides to the story. I hope she doesn't have that one-way outlook in life because she will never get anywhere. Unfortunately, there is only one Verizon store in Napa. From, A very disappointed Yelper who believes 100% in Customer Service read more

Yes Verizon is expensive, how ever where I live (rural) it was the only carrier 4 years ago, so I have stayed with them. I love the phones they come out with, and the Napa store has fast friendly service. I have taken broken phones in there which they have always been able to fix. So the reason for my review today. My wife had a LG Envy Touch. It broke within warrantee so they gave her a "new" one (refurbished) , which also broke within the warrantee period. It made no sense to get another of the same phone as they offered for free of course. I politely told them I didn't want them to give my wife another of the same phone (duh) but instead asked for a credit towards an upgrade. After a couple of minutes of negotiating they offered a $50.00 credit towards an upgrade. I thought this was a good offer so I took it and upgraded. They even gave me free overnight shipping (as it was offered online, so they made an exception since I was calling in instead of being able to do the transaction online.) Ok what they didn't tell me... ALSO IN THE BOX WAS A MAIL IN REBATE FOR ANOTHER $50.00. I couldn't have got a better deal which was actually a representation of their excellent customer service, and willingness to make good incentives to keep their loyal customers! Can you hear me now... read more

I have to say that I received the most incredible service at this Verizon store in Napa. I love Verizon but after receiving not so good service at a different location(see previous review) my husband and I decided to come to this one the very next day. The wait was not bad at all, and I was approached by technology consultant Jose. Jose spent 2 hours with us staying till after closing for 45 minutes. We had an idea of what we wanted and Jose answered all of our questions clearly and with great assurance so you can tell he knew exactly what he was talking about which was a relief and awesome. I even felt bad because I changed my mind on the case for the phone after seeing it on and I was afraid to say anything but I did, and to Jose it was no big deal and he was happy to chamge to one I ended up liking better. We walked out of there at 8:45 and spent a little over $700 which was what I was expecting an in addition to all of this, Jose got us signed up for home phone service as well as internet because we are not happy with our current carrier so we will end up saving a lot of money. We love our new phones and new services and I am so glad we were lucky enough to get Jose. I hope when we upgrade next in 2 years he will still be there. Thanks again Jose and Verizon!! read more

Great customer service. No wait time. Went in to explore switching to Verizon and signed up on the spot. I was blown away by the amazing customer service. I'm very happy with my decision. Thanks Christi! read more

Verizon in general is terrible. They overcharge and they know it. I wanted to save money so I went to their pre-paid phone, but every time I get a phone call .25 cents or text from random people whether I pick it up or not I'm charged 20 cents which means I'm feeding money into the phone every two weeks because my garbage disposal company likes to send texts, and I literally use my phone once a month. So, it doesn't matter whether you're in a contract with verizon or not they're getting your money. Except these days people don't have money. -Disgruntled Verizon customer read more

I had an absolute wonderful experience here and it's all thanks to employee Halston. He was able to help me with everything and... I was with my friend and we were looking for a spa in the area to go to after... and he searched some good spa options for us! He went the extra mile and it was so nice... rare to come across these days. Customer service is key, as I have worked in it before... and Verizon you have a great employee! Give him a raise or a bonus! He is a rockstar and a keeper! read more

Didn't do more to help me out.. very disappointed... Especially when you have phone issues and you walk out with them even after you spent a good 30 min in the store.. read more

On 2/20/19 I went into Verizon to purchase a new phone. The representative that assisted with my purchase was exceptional! His name is Jerrell Blackshire, Solutions Specialist. He made the experience perfect. Very mannerly and patient with me. Answered all my questions! Thanks Jerrell for your awesome customer service! read more

WHAT A COMPLETE JOKE!!!! If Verizon corporate knew how poorly this store is ran, they would shut it down out of embarrassment. I have been to this store 3 different times other than today and my experience has only been at best described as disappointing. Getting a new phone should be a fun and exciting experience, I had looked forward to getting my new phone since December and finally when payday came around, I cashed my check and headed to the store, but left feeling very disgusted. I do not think I have EVER gone into this store and not waited a minimum of 15-20 minutes to be helped (even when its not busy in the store). Normally I understand this going into this particular store, so I typically put aside at least an hour if I ever need to go in there, because I have experienced their snails pace service in the past. Today took the cake though........ I walked in and saw there were about 5 customers in the store and about 5 employees working... One by one I saw a customer be helped, pay and leave. Then the employee would go into the back area ( I suspect to take some kind of a break after each transaction?). I figured eventually an employee would have to come back out and help a different customer, but again I was wrong. What really bothered me was that after one of the employees was done helping someone else, he stood there and talked with the greeter guy for 5 minutes about nothing important... AND THEN walked into the back and never came back while I am just standing there like a chump waiting. After watching this cycle happen 3 times (in a span of 15 - 20 minutes) I noticed that no other customers had walked in and the store was almost empty now except for 2 people paying their bills, me, and the guy who greeted me at the door. I walked up to the guy who greeted me and asked him if anyone was going to eventually help me, he says, " Uhhhh, well, you are next in line so it should not be long now. " BTW if I am the only person in line, then I HAVE to be next.... but that doesn't matter if there is NO ONE THERE TO HELP!!! I walked sheepishly away and again waited.... I looked at one of the phone screens and the time said 6:43.... I told myself I would walk out if no one came over by 6:53.... Needless to say I never got my phone, never was helped, never apologized to, and will never be back. I wish there was someone at that store who cares about customer service and taking care of loyal clients who have been with Verizon for almost 10 years now and wants to make this right. But after reading the rest of the comments made by other 1 star reviews in the past year, I seriously doubt it. read more

Really bad customer service. They were not able to help me with my account and put me on hold on the phone for over an hour for customer help. Don't bother coming in if you have a problem because they probably won't be able to help. read more

STAY AWAY FROM THIS VERIZON STORE. Here is my experience. I went there because I was having intermittent problems with my iPhone 6. The person, after looking at my history noted that I could upgrade to an iPhone 7 and it would cost $2 a month less than I pay now. Seems like a good idea. But actually not. It was a pure bait and switch. I asked him how much longer till my phone was paid off. He went into a long explanation that was obviously meant to confuse me and did not answer my question. His long explanation was obviously taught to him as way to sell as he barley knew anything other then that explanation for a phone problem. , After he finished I asked again how long I have to pay on my current phone . He finally admitted 2 months. That after the 2 months my contract would go up over $100 a month and not be $2 less a month. I left and had a new screen put on and it was fine. I sold cars when I was young and I know when a scam is attempted and this one was obvious, I don't know if this is the practice at all Verizon's stores. I only know it is at this is one. BE AWARE read more

December 13th: An update to my original YELP review of this store. I had the opportunity today to go by Verizon and interacted with Carlos, Bryan and Ryan. All truly amazing Verizon associates. Having managed employees for many years in 5-star luxury hotels, I applaud the store manager, as well as his associates. He is clearly hiring, training and continually motivating his team. Well done! Thank you again for an excellent experience today with everyone once again exceeding my expectations! December 1st: I am a new customer to Verizon, changing recently from AT&T. I have had a few issues with my new phone and other billing questions, etc which have brought me in to the Verizon store on Trancas on a few different occassions. Everytime I go in, I am impressed at the level of excellent customer service. On a recent occasion, I had a wonderful experience with a tech consultant, Renada. She listened attentively, was very courteous and patient with me and my questions, and she was very knowlegable. I am always impressed by the level of both knowledge and customer service at this Verizon store. Thank you! read more

Edward helped make my upgrade painless. He walked me through my options and wasn't pushy. Friendly and courteous. The place was spotless and kid friendly- well at least they tolerated my children. read more

I was a fan of the Verizon store at the old location on Jefferson street as they always treated me great compared to the ones back home in South Florida. Today I went in to their new location to get the charger for my Incredible 2 looked at because it seemed like it was starting to die. I was greeted when I walked in and shortly after a nice young lady came to assist me. Within a few minutes she was able to test my charger, find it was indeed the problem, get me a new one and get me checked out. She was very pleasant and friendly, as was the gentleman who checked me in. I'm looking forward to possibly upgrading my phone later this year and am glad to know I still have a nice store to go to! read more

Terrible service .... it's like the guy didn't even want to take two seconds to help me .... zero stars if that were an option. Geezus....

If I could select zero stars I would. I purchased a Moto Z in the spring of 2018. I chose to switch from an iPhone to Motorola specifically because I wanted the projector "mod." For those who are not familiar, the Moto Z has detachable "modifications" such as speakers, camera lens and for my purpose, a $200 projector. I wanted the projector for business presentations. I purchased the low end speaker as well, it's not all that much better than the phone speaker. When I tested the projector I was excited about it, the clarity is awesome. Then I brought the projector to a meeting and it failed. It kept turning off even though I had made sure the battery was charged, so I looked stupid in front of a bunch of tech people. I spoke to Verizon and tried troubleshooting and it seemed to function. Brought it to another meeting, again, would not function properly. I tried to return the phone and product after 3 weeks, I did not realize they only have a 14 day return policy. I was pretty bummed because I also really do not like the phone, the glare is terrible among other things. I dealt with it and didn't use my $200 projector for anymore meetings. Also, since I use the speaker mod daily, it is not convenient to have a case protector for the phone. At one point the glass covering the camera shattered so now I can't take photos either. I recently held a 4 day workshop and really wanted to be able to use the projector and gave it one more shot. Again, fully charged yet kept turning off or would only show the moto logo. I went to Verizon and made them replace the mod. I tried it again with the new projector, still would not work. I only owe about $250 left on the phone and it costs $150 to use the warranty and replace for the shattered camera lens. Not really worth it for something Motorola obviously didn't think through very well. I asked if I could return the new projector for $200 and move back to an iPhone, but they told me I could only exchange from the date of the original purchase. That is a ridiculous policy for a product that has not functioned properly since the date of the original purchase. 14 days is not long enough to properly test a product, especially one with a bunch of detachable modifications. I despise this phone, and I really am not happy with Napa Verizon. I spoke with Orlando Borrayo who followed a script. I think it was super reasonable to return a brand new projector and get a new phone, there must have been something they could have done. I have worked in customer service and hospitality for years, Verizon doesn't stand behind what they sell and only rips off their customers. I'm seriously considering going back to AT&T after my awful experience with this phone. Don't buy a Moto Z or their mods!!! read more

Oh yeah....I went in to get a new phone today and came out with NO SERVICE!! When I got home I made least 15 calls to Verizon, getting cut off and transferred all over. Several communications with Apple who said my phone was not activated. Verizon will take care of that. The Verizon disconnected me and never called me back. Oh that's right. NO ONE CAN CALL ME. I work at home, I've spent over 5 hours today trying to get this resolved. Tomorrow I will return the phone and will not pay to have it restocked. What a waste of time and LOTS OF MONEY! read more

Horrible costumer service! Had to wait more than an hour to get someone to help me and once it got to my turn they couldn't help me at all! I was not the only one frustrated with the service , I guess Verizon pays their employees to stand around there was three guys standing by the door talking instead of helping someone else. read more

If I could rate negative stars, I would. My so-called top of the line Android phone that I replaced my old piece of garbage w/is proving to be just a bigger, more expensive piece of trash. It's riddled w/issues ... something new every day. & kudos to the Napa Verizon store for being as unhelpful as humanly possible. read more

Update on my Samsung Galaxy Tablet. It has been a month getting repair and now Verizon has no clue where it is. The Manager at the Verizon store on Trancas was no help. Same excuses. "Let me check in to see what I can do for you, NOT." For the 4th time. When you buy a Tablet from Verizon they leave one little piece of information out. If your tablet goes bad, your screwed. And they will make sure it goes in deep and hard. THERE IS NO CUSTOMER SUPPORT FOR A DEFECTIVE TABLE. Just send it in and WAIT, and WAIT and WAIT.... My advise is stay away from ANY Verizon tablet. If it breaks you have no service while they fix it and they extend your contract for the period of time it is being fixed. Real sweathearts!!! Hate having to give them one star. read more

Disappointed in the experience here. Always feel like you're just another person walking in the door and there's no effort to maintain you as a customer. Verizon deals are awful as well- it's not worth purchasing through the store anymore. read more

The worst customer service. Long waits. Charged me a restocking fee for a new phone that I never touched. After purchasing a new iPhone the salesman opened the box to complete the sale and program the phone. It was the wrong color. Not what I wanted. I was still charged a restocking fee in order to get the phone I wanted ....just outrageous. If I cancelled the sale entirely. I was going to get charged a restocking fee as well. Like a Kafka story. There was no winning. I paid the fee just to get out of the store. read more

People are nice but it always takes forever, even if you come in first thing in the morning. Even just to come in and buy a Bluetooth you have to wait in line. What a bullshit system. read more

Verizon Wireless has improved for the better. At their original Jefferson location, service was so-so. There was blase customer service. Now, one can pay bills there instead of mailing them. The employees are cheerful and helpful. They always make sure you get needed help. Their move has been for the better. Service and products are top notch. read more

I have been a Verizon customer for 6 years. I am now married and my husband is on Sprint. I gave Joseph Baldwin the challenge to match or beat what we currently pay on seperate plans plus a new phone. We walked out with a smile on our face. My husband now has a Droid X that he loves, a new blue tooth and a cool cover and holster. Thanks for working with us. read more

My review is sole in response to the claims in the news about throttling by Verizon during the Mendocino Complex Fire. I am a long time customer of Verizon and unfortunately just renewed my contract otherwise I would be looking for a different provider. When lives and property are at stake and Verizon is using that as collateral to garner higher profits is criminal. I am disgusted by this and hope there are serious consequences for this reprehensible act. read more

The tempered glass protector broke on my daughters iPhone- we didn't even have it 24 hours. I didn't realize it was so breakable, but it shattered while removing her case. I went back to the store to get it replaced and the general manager Denny Tsang refused to replace it. This is after we had already bought 3 phones here and been a Verizon customer for years. Made me made that there is no customer service anymore. Long story short- came home and called the Co, they credited my account read more

I walked in with my iPhone 5 yes old iPhone 5 which I have been having since its release. I came in to activate on the Verizon pre paid plan which is 2.5g data and unlimited talk and text. With the option of buying 2gigs of data for $20 more. I was on the straight talk $45 unlimited everything but keep getting throttled so I knew what I wanted and went in. I was in and out with no problem. I get home and log into my Verizon website and that's wen I noticed I was put into a 2 year contract and that they charged me for my own personal iphone 5. How can that be? I called the Verizon's customer care and the phone rep informed me that I am on a 2 year contract and that I am not on the pre paid plan which I was told I was signing up for. Today is monday March 13, 2015 I will be returning after work to c why I was not placed on the pre paid but on a contract. I can not believe these unethical reps. Make sure you leave with copies of your recite I didn't I was told the prepaid bill will come in 2 weeks. Now my number is ported and I don't know what they will say. To be continued....... Still 1 star due to the fact a credit check had been performed on me but after returning to there store and speaking directly to a service manager problem was resolved was able to be placed on pre paid service 3gigs data unlimited talk and text for $60 with option to buy 3 gigs at $20 that's total $80 out the door compared to the plan the apprentice sales person put me on with the same data for $110 plus state and local taxes. PEOPLE BE AWEAR OF THIS PLACE ONLY DEAL WITH MANAGERS. Dying while I was getting my issues resolved a lady was completing a purchase of a new iPad and when she asked if there was a discount available on the accessories the Verizon sales rep said no there are no discounts on Apple products what's so ever. The lady being clueless accepted that and paid full price. Walk into any Apple Store and they will price match any accessories they have in there store. This place is a joke read more

I was not looking forward to going through the "ordeal" of getting a new cell phone. I walked into a very busy Verizon store in Napa and someone noticed me, made eye contact and then said they would be with me as soon as they finished with their customer. This is a good start. I walked around and looked at the phones on display and after about 5 or 6 minutes Dan came over and introduced himself. Dan asked me some questions about what I was looking for and then went through the "good" and the "bad" things about each phone brand. Dan was very patient as I asked a million questions about features and pricing. After about 20 minutes I walked out with a new phone (at a reasonable cost!) and a very good, non pushy experience. I am sold on the service and will be a customer for life. read more

I bought the phone no problem but as soon as I have an issue in setting it up they want me to come all the way back across town to help me. No parking, hassle, very frustrated and have only had the phone less than an hour. Already considering return. read more

Even though I'm not a Verizon customer I have to leave a review because of the excellent service we received in this store. I went in to get my dad a new phone and sign him up for Verizon service. Our salesman was Ryan and he was thorough, transparent, polite, took his time and answered all of our questions. I was very impressed with this level of service. He was so good that I'll probably go back and make myself a Verizon customer. I never thought I would do that. I like my current carrier. We shall see, but if I do decide to make the change, I'm going back to this store. read more

Excellent customer service with Edgar in purchasing new phone. Knowledgeable and very patient!! Thank you Edgar!!!

Orlando was amazing!! Went in considering switching over from sprint and had a million questions. Orlando answered all of them and got us set up with new phones. We left extremely happy with the services provided and peace of mind knowing we were working with somebody who knew what he was talking about!! read more