I HAAAAATE the wait! I paid a TON of money for my phone, I don't want to stand around and wait for service! However, they were very helpful and attentive. read more

My elderly father needed a new phone so I went with him to make sure they didn't try to sell him something he didn't need. We were "next in line" but ended up sitting there for 45 minutes. They apologized for being under-staffed. It was too much for my Dad to wait. Unfortunately he went back alone. His intent was to buy a phone that was advertised as $129 and with a $50 rebate would only cost $79.00. He doesn't text, he doesn't take photos. He just makes calls. Exactly what I was afraid of happened. They would not accept his check as payment for the phone (many elderly people still write checks), and somehow he ended up financing $8.50 a month for two years. So he will be paying $200.00 for a phone he should have paid $79.00 for. He asked me about his rebate and when I looked at his bill, I saw that he was charged $199.00 for the phone. I am so furious. These people are snakes as far as I'm concerned. They take advantage of people like my Dad. I wanted to take the phone back and get him out of the 2 year financing swindle. I called them and they said that there would have also been a $30.00 "upgrade" fee and the "plan" was avoiding that fee. Even with the fee - $79.00 + $30 does not equal $200. Can you imagine going into a store and buying a new coat or shoes and having them charge you a $30.00 upgrade fee? Upgrade for what? For the privilege of buying a new phone? They said that the advantage of the finance plan they set up is so he never has to pay the upgrade fee again. I don't know why going into these places has become more confusing and intimidating then buying a car. In my opinion, this was nothing short of elder abuse. I will probably be reporting them to the Better Business Bureau. read more

Paid $150 for cell phone a year ago and use "pay-as you go" minutes... Last 6 months only place it "works" is in front of my house.. Otherwise drops all calls after about 1-2 minutes... Verizon will not give me a new phone or my money back....Talked to managers 4-5 times ---no solutions...they punch in numbers and say it is fixed but it isn't... I am working with Michael Finney.(7 on your side KGO) foir possible solutions but don't have much hope... read more

Years ago I had issues with Verizon Wireless and inept service at the Napa retail location but those issues seem to have all been ironed out. I have a couple small businesses here in Napa and elsewhere and Verizon Wireless is our carrier of choice at this point. The service I've received from both the store manager David and his staff is top notch. In addition to spending countless hours figuring out and reviewing what the best plan or combination of plans would be for our businesses, they are always cheerful and polite. I was surprised that after several months of me not going into the store, David remembered my name and greeted me by name as I walked into the new store recently. We have also had no issues with the product we have purchased from them and they are masters at installing screen protectors. I highly recommend doing business with Verizon Wireless in Napa. Thanks, David and staff for the great customer service. read more

Ok, let me start of and say I LOVE Verizon!! I've been a customer of all the other wireless carriers & always heard about how expensive Verizon was, yada yada. So, I recently signed back on w/ Mobile a couple of months ago since I had a good experience before, the local T-mobile store in Napa is HORRIBLE!!!! So, horrible that I walked myself across the street and took my business and my number to Verizon! They are expedient, helpful, and transparent about EVERYTHING!!! Halston Reed was the consultant that helped me and he was great!! He listened to the issues I was having w/ T-mobile and was professional and extremely helpful!! He even was able to help me finalize everything in a gracious manor after I went over to T-mobile to return something and came back extremely angry once again with T-mobile! Verizon's coverage is awesome!! And I love how they respect your time and money! read more

The service at the Verizon store in Napa is always A+. I enter the store thinking it will take forever and the staff will not get it right. I have been very impressed the last three visit. Yes, there is a bit of a wait but they move quickly and having a sign-in list makes it very stress free. I have had my Blackberry replaced twice and both times it was free of charge - did not expect that! They make the painful visit to the wireless office very easy. Thanks for the great attitude. Now - just wish Verizon carried the IPhone. read more

In Santa Rosa I thought I would get a 4g and software issue checked out. After waiting 25 min. they assisted me. First they did the exact same steps I had done to attempt update; time consuming, but hey, why listen to me? Eventually they did a hard reset. Even though I used the backup for all the numbers entered it did not work correctly and I lost about half the numbers. I didn't say a word because I really just wanted to get the updates and services for which I've been paying. After the hard reset they said "Let it download, update and everything should be fine." A couple hours later I'm in Napa. I attempted to update my phone twice to no avail. After finishing a some work I decided to give it a go at the Trancas location. The initial wait at this location was about 20 minutes. After explaining my situation, step by step, to a manager he directed me to his associate for assistance. She said she'd take it in the back and see if it would work on their network. Since she's taking my phone into the back I'm thinking they will try something different from what I tried no less than a dozen times in the last 2 days. Oh no, not at all.... she's doing the exact same thing. Only I didn't know it so she tells me it could be awhile and I may want to come back. I leave for about an hour and come back to check. They say it's still downloading (took twenty minutes before), but what they're not telling me is that it's for the 3rd or 4th time, and tell me to come back later. When I finally come back I'm pretty much just dealing with the manager. He tells me that the software won't update and I may never get 4g on my phone without buying a new one. Mind you this is a few months in on the current phone so there is some minor wear and tear, but nothing remotely affecting the phone's functionality. He points it out and says, "It is my job to tell you that because of this you will have to pay $100 to replace the phone." Even though the problems with the phone are completely unrelated to the wear and tear, and I'm not even trying to get a new phone. Talk about a tough up-sell. This patronizing sandbagger passes the buck by telling me it's Motorola's software problem and not Verizon's fault. As if their business partnership doesn't exist or something. I tell him that all phone issues aside it is absolutely ridiculous that I spend the better part of a day at two Verizon locations watching them do exactly what I had already done, and communicated to them directly. He tells me that I can either work with him or he can do nothing for me. I say "Ok, I'll try working with you." He decides the best route is to replace the sim card and see what happens. Well guess what? The 4g doesn't work, the update still won't work, and now the phone simply won't register with verizon. To top it off the manager tells me that he's "not a tech guy" as if that's some kind of excuse. The entire second half of this ordeal could have been avoided if he just directed me to the help line. If he doesn't have the efficacy or ability to help me with the phone then he simply shouldn't. It's a waste of everyone's time. Unless they can staff trained techs at locations then all technical assistance inquiries should be directed through their customer support line. They would benefit from appointment services offered at their locations. They make you feel like your time is cheap, and you pay them! HA! I came here for help, but got a $100 bill and a broken phone instead. The real issue is that I spent 6 hours of purely wasted time between two locations, and dealt with horrendous customer service at one. With the exception of one employee everyone involved was great except for the fact that they had no ability to fix either the technical issue or the customer service issue. I finally spoke to a "manager" at the call center who was receptive of my feedback about the whole experience, but it didn't end there. I don't pay $250 a month to offer Verizon feedback about how their business should be run. Upon sharing this the manager asked what else I thought should be done. I said that I could, and should, have been either working or with my family and that this whole ordeal cost me both time and money. I really just wanted them to take some initiative and show that they care as opposed to just saying it. The manager says they can't put a price on my time. I say, "I can, should I send you a bill?" Manager says, "What do you think?" I said they should recognize the opportunity loss and distress this has caused. Time is money, and I pay them. Alternatively I proposed a purchase at upgrade price and/or adding a 4th line on a renewed contract with another phone purchase. I OFFERED THEM MUCH MORE MONEY. No. A $10 credit was all they'd offer. Insulting. Even the manager said they wouldn't take it in the same circumstances, but couldn't do any better. I feel sorry for them. We all deserve better. read more

I've been wanting to switch to Verizon for a long time, after being stuck with ATT/no reception anywhere, ever for the past 3 or 4 years. This store is part of a new shopping complex, lots of space and lots of staff there ready to help. Everything went smooth and easy. They went above and beyond for me, they spent extra time helping me put on my iPhone screen protector and even helped me put on a screen protector for my iPad when I popped in a few days later. So nice and so happy with my new phone/service! read more

Bought an iPhone May 2. Service was great, efficient, thorough. Lisa and Joe helped me. Thanks, it was a great experience.

I just walked out of the Napa Verizon store. Jerrell solved my connectivity problem quickly and professionally. Very pleased with the service at the store! read more

I love walking in and getting prompt service. They are all awesome. Orlando (service rep) and Dan (Store Manager) answer all questions and fix all and any problems. All service for my family has been great. They are not pushy, nor do they shove things in your face and make you purchace accessories. It's a great store with great workers. I love Verizon. I wouldn't change phone providers for anything. We left Comcast phone service for our home to get the Verizon home phone service and it's AWESOME! Thank you everyone at the Napa Verizon Store. You're ALL GREAT!!! read more

Had a PHENOMENAL experience with DeMarcus (spelling?). He was a true professional and walked my wife and I through adding her to my account (an hour process). She hates anything involving contracts and technology, but was very impressed with the non invasive yet thorough approach he took with us. I would hire this guy in a heart beat. read more

After a short wait relative to what I was expecting we were met by a great guy (Edgar I believe) who walked us through my getting a new phone and joining Verizon. I left after a reasonable amount of time with a new phone, great plan, case, screen protector and free phone charger as well as a lot more knowledge of plan options. Super pleased with the service, but I wish I had a little help backing up my contacts and photos through the quick phone turnover...ended up losing all my photos and some contacts when I thought they were saved to my google account. Not a huge deal though and overall I'm very happy! Thanks! read more

Absolutely wonderful experience. Was shopping for a new phone being that my contract was up and was having not so friendly customer service issues with a competitor. Jason very clearly and patiently answered all of my questions and gave me options that would best suit my situation. Could not be happier with my decision and look forward to excellent reception and fabulous customer service. read more

The service I received from Elijah Phillips at your Napa Crossing location in Napa, CA was one of the best customer service experiences of my life. My wife had incurred water damage to her iPhone rendering it unusable. We were not eligible for a phone upgrade for another 5 months, so we were looking for a low-priced phone that would serve her in the interim. Elijah quickly made a series of recommendations to meet our exact needs without ever trying to upsell us. He quickly and masterfully downloaded a series of apps that migrated her iPhone contacts from iCloud over to her new Android Phone. Elijah's friendly demeanor and high level of technical knowledge rescued us from our stressful situation in under 45 minutes. We owe him a big thanks. read more

I've been experiencing problems with my cell phone and because of this I have visited the store about 3 times now within the last 3 weeks. I'm not sure what's going on with this Verizon store but their customer service is not good. I'm In shock! In the past their employees have been very friendly, helpful and happy. I'm seriously thinking of going out of town to a Verizon store for my future business, it's very likely that I'll be changing carriers. read more

Was being charged for 2 lines 190$. Cancelled one & started getting charged 150$? Ended up finding out how much others were paying with different carriers & realized I was being ripped off. Complained on twitter about it & got a message from them immediately saying they'd lower my bill to 81 something $s. They never once gave me my options when I would come into the store. Never told me I could pay less for a better plan. Until I complained & the Verizon twitter page contacted me. I'm done w Verizon. I know switched back to att & pay like 40$. (: read more

i Had a good experience with the representatives in Napa......Very professional and competent. Nice that you can make an appointment time to reduce waiting time. Audrey C read more

Anyone living, working, or owning a business south of the town of Sonoma DO NOT USE SPRINT FOR YOUR CELL PHONE OR BROADBAND!!! I filed a complaint with the PUC against SPRINT due to no cell phone service or broadband service between 7:45 AM - 5:30 PM every weekday for the last 6 months (I have had SPRINT service here for over 20 years at the same location w/no problem). It turns out (admitted by a Sprint employee) that Sprint has oversold its service to maximize its profits with purposely having inadequate bandwidth to handle the necessary volume of cell phone and computer broadband traffic. Sprint is just another company trying to screw the guy just trying to get through life with an honest job, while they stuff their pockets! read more

Avoid the frustration of wasting your time with this store and find a Best Buy or similar. I waited with my family for an hour to be helped after checking in. The one individual who appeared to be the only one doing new phone sales assured me it would only be a few minutes. After an hour and only helping two people during this time I left when closing time came. As I was walking out he mentioned I would be next. My question is, what were the other three workers doing? Are these people on commission and that's why they are holding on to anyone they "check in" while the others were closing up and not doing much at all that I could see. Two other couples as well feeling the same frustration. Will go back to Best Buy where I got excellent service when I bought my last phones. This store doesn't deserve one star as far as I'm concerned. read more

Horrible customer service. I had to come back three times to complete a phone transaction because representative put in wrong information. Long wait, horrible service. read more

Carlos Rosales is a wonderful salesman! He was extremely patient with me when I purchased a new phone earlier this year. Since then, he has been very good about helping me with any questions that arise. I have been a manager and have trained employees in customer service. I would have been incredibly happy to have Carlos as an employee. I highly recommend that, if you are shopping for a phone or a tablet in the Napa area, go see Carlos! read more

I will never frequent this store again - I go along with many others - total lack of people service skills. Absolutely no help - walked out with my phone still not working.....had not worked for over a week. Came hobbling in on crutches, and I need to have my phone for emergencies, and doctor's. For a store that sells Apple Iphones that will not even try to give any help, is not worth it. What happened to customer service and common courtesy? Unless you're going to spend a mint on a new phone - you'll get no service. Will be going to another carrier...... read more

We are a business that uses this location on a regular basis. We always receive great service. Abbey Carpets Unlimited read more

Great store! They are extremely helpful, watching your back on the cost of things and generous with their time. If I'm having any problems or just can't figure out how to use a particular feature on my phone, I just walk in and get instant help. They have smart, intelligent employees. You won't find better phone service anywhere else in town. And yes... the cell phone reception is MUCH better through Verizon than AT & T in this area and between Napa and San Francisco (which I travel regularly). I never have dropped calls and with our local AT & T service, the reception was horrible. read more

I've been a Verizon customer for close to 10 years at least. I've never had any trouble with them. In the past few months I've visited the Napa Verizon Store on Jefferson 2-3 times and was thoroughly impressed all times. There was someone who greeted me as I walked in, and sales staff ready and willing to help as well as explain different devices. If and when I asked something that sales staff was not sure about they were quick to call management who readily either came out and helped or explained to staff what to do. I have been interested in switching to a new smart phone of which they are well versed in; I've been curious about the iPads which they are eager to show and explain. Even as simple as questions about my Blackberry - something I don't understand, they help. All in all I have to give this particular store (and I've been in several different ones) a 5 star rating as I believe they go above and beyond what a lot of stores do. Great job! read more

WOW HORRIFICALLY SLOW AND RIDICULOUS!! I went in to ask them about getting an international phone for my wifes trip to Eruope which should be somewhat simple. It took the guy 45 minutes literally of me sitting there while he searched for a phone that could do international (They have 109 of them that do so not sure why it took so long). Then we picked the blackberry and it literally took him ANOTHER hour trying to set that up, the guy was actually a nice guy but clearly not familiar with what he is supposed to do and nobody there seemed to help him. Finally after nearly two hrs and getting it set up he told me NOW he needs to put the international calling on there. I said how long would that take and he said about 5 minutes. 15 minutes later I said I really needed to go and asked him if he needed me here to do this and he said no he would text me after he got it on there and also that he did not need me to be there to put it on. I never got a text from him and now my wife is in Europe trying to call us AND SHE HAS NO INTERNATIONAL CALLING ON HER PHONE!! NOT THAT THEY GIVE A DAMN BUT IF ANYONE CARES AT ALL THE SERVICE THERE IS BEYOND HORRIBLE AND TO DO THAT TO SOMEONE IS PRETTY HORRIBLE AND SHOWS THEY CLEARLY HAVE NO RESPECT FOR THEIR CUSTOMERS! Check my reviews I always leave positive reviews but this is ridiculous!! read more

I turned to this Verizon store after several disappointing visits to the Gateway Blvd store in Fairfield, CA. I have had lots of problems with my Motorola droid. At the the Fairfield store, I suffered long waits, rude treatment and left with quick fixes that did not last. The staff at Fairfield could not answer simple questions. After calling and complaining to the "800" # at Verizon. My husband and I drove to Napa. After a short wait, Jonathan worked with us to get my droid to work. He was able to answer all my questions and willingly demonstrated some of my droid's applications. I think Verizon as a company needs to have better quality control on its customer service. Maybe sales and technical customer service reps at the stores need to be separated so that the customers with technical questions will have technicians that can adequately answer questions and not be pressured to do the sales. Thanks, Jonathan for a great job-do I have confidence in Verizon??-no, I have had too many problems with poor customer service before finally driving to Napa. I will note before retiring I carried a Sprint blackberry with no problems. wish I could say the same about Verizon and my droid. read more

I have been trying to speak to a customer service representative regarding my Verizon Account and Services for 30 minutes, today April 7, 2017. The Verizon "automated system" does not allow for an option to speak to a human being. I have called the store phone number (707) 259-2121 (listed on their internet page) several times since the 10am Store Opening Time and you cannot reach a human being. This lack of service is completely unacceptable. Today, we call this progress; I do not see nor have I experienced any progress at all! read more

Had a problem at the Napa Store and Verizon Executive offices called and gave me a credit and l am keeping my phone. Thank you Matt.

Had a Verizon aircard for 4 years for my broadband internet. I got a new computer with Windows 7 and went into the store to get the software to use my aircard on my new computer. Store employees told me there was no software for Windows 7 for that model aircard and I had to upgrade. I did so to a 5-Spot, and had to sign another 2 year contract. 5 spot is incredibly slow, 2 months later after calls to tech support I discovered there was software for my old aircard all that time, and the store employees upgraded me needlessly. Maybe just to lock me into a new contract??? Store manager would not take back the new device or rescind the contract. Not only that but the technical people at the store were unable to load the new software onto my computer. They dont seem very technically adept. I'm dropping my service as soon as I get set up elsewhere and wont be using Verizon ever again. read more

Normally long wait time here but I went in during non peak time. I needed to analyze my plan and lower my costs. A girl named Julie helped me. She was awesome. After a few minutes we were done. read more

Long time Verizon customer, and the new store is fantastic. It was time to upgrade my phone, I was in and out with a new phone and plan in about 45 minutes. Friendly knowledgeable staff and a wide variety of phones in stock. read more

I am never excited to go to Verizon. Usually I am there way longer than I would like to be. But it is getting better. Yesterday I went in and was helped much sooner than the 20 minute wait I was quoted, and Carlos helped me. He was great. Patient, efficient, friendly, and helpful. He made sure I knew about any fees or charges that at occur (I hate surprise fees!), and when one issue couldn't be solved on the spot, too the time to fix it after I left, so I wouldn't have to be there longer. I got follow up phone calls from Denny to assure me issues were fixed. All in all a great experience, much better than it used to be. Staff there was great! read more

Not towards the store but to the company it self. I disconnected from them and switched to Tmobile. And they still charge me monthly with a phone I never used since February!! Get no contract get another carrier is all I recommend. read more

I recently switched from a flip phone to a Droid. The staff in the store couldn't be nicer. They never talk down to you. Always so helpful and pleasant. I'm very pleased with my new phone too. The speaker is excellent. I wasn't sure I'd like it this much. Lots of fun. Love all the free apps. read more

I purchased a Samsung Galaxy 4S today at Verizon and couldn't be happier with the service and the store itself, with lots of fun toys to browse. Although I was there on a Sat., I was greeted and attended to within less than a minute of entering the store. Everyone seemed very professional and friendly, but especially worth mentioning was the tech consultant that assisted me, Jose Rivera-Torres, who is outstanding when it comes to knowledgeability about the product, friendliness, courtesy and professionalism. I hope his employers recognize what an asset he is to the business because, all other things being equal, it is this human connection that will keep me coming back to Verizon. read more

I was shopping for a phone upgrade and an international calling plan today. I had such great customer service. Both, Monica and Isaac were extremely knowledgeable, very patient and supremely helpful. Great customer service! Janice I. read more

Just had the best experience with Demarcos Ayers,he went above and beyond to help us .He was very polite and paid attention to us and our needs !! read more

I was very impressed by ... everything. At first. Not even a week of having my phone it would not hold a charge. Finally after a month and a half they believed it and it, I Was continuously taking it in, and it was replaced. I've now had my phone for less than a year and it's not charging right. She said I needed a new USB and Box. I said no thats not the problem. Its the port on the phone is jammed up inside. She took my phone and USB & Box in the backroom. Came back two min later saying she had checked the port and there wasn't any problems. She said it was the USB AND THE BOX. So, OK I bought new ones. The problem continued so I called tech services and explained the problem. They had a new phone out to me the next day. THE NEXT DAY. , I will not go to the store with any problems. The don't listen to my issues with my phone, then have me purchase things that are way overpriced. I can't wait for my contract to end. read more