I went there when my phone stopped working and Sammy was so helpful! Sometimes when I'm dealing with my phone I feel like an idiot! She didn't talk down to me at all. She was super helpful and very patient! Whenever I need to buy a new phone or upgrade my plan I'm going to her. They should give her a huge raise. Everyone there was very helpful read more

My brother had Verizon's cell phone service and a few months ago he passed away. As the executor of his trust I had to cancel, change names, etc., for some of the various services he had. I went into Verizon to cancel the phone service and was helped by Alfredo, he noticed that it said the phone bill was passed due and there late fees and another fee (like a bounced check fee but it wasn't a check) attached. After looking over the bill, it showed that the auto payment "bounced" due to insufficient funds but that as impossible as there was plenty of money in the account to cover the the monthly payment for years. So he suggested I talk to their customer service via the phone so he connect me. Dealing with someone who is off shore and has no idea what I am talking about was very painful, but once it was all done (took probably 45 minutes to an hour), the person wanted to send a code to the cell phone and I tried to explain that I did not have the phone on me and no way to access it. We went over and over that whole scenario at least 10 times. Finally, I think it started to sink in and then she asked to speak to the store person who again was Alfredo. He spoke to her, confirmed the credits and then hung up. He was able to get everything credited it that needed to be and then give me a final bill to pay. I then thought about keeping the phone for another month but said i would come back to cancel it either before the due date or later. I came back a few days later, Alfredo was not available but another gentlman (I can't recall his name), helped me out and I was able to cancel the the cell phone service with no problems. These 2 individuals inside the Verizon store were very helpful, courteous, and friendly. Hopefully if you need to go in you'll get one of these helpful individuals. read more

Heya Verizon Team! I wanted to take a moment to applaud one of your 'stellar' employees. I visited the Petaluma store (address: 401 Kenilworth Dr. in Petaluma # 410-420. I drove over there in the heat from Sonoma ... believe it was Sunday ,August 16th or the next day ( ?) When I walked in the store..it was very clean & refreshing ...for one thing, it was nice & cool & it felt good to get in...but the store seemed very relaxing ...& all the employees were calm & ready to help...with a smile. I'm writing in regards to BRYAN, .a young man who came right away to help me. Maybe he recognized me from my previous visit about a month ago. ....& I did remember that he was supportive from my last visit there... I was glad to see him again. I came in there to work out my bill and to fix some aggressive 'malware' graphics that were taking over my phone! This had been going on for 3 days ! & I was livid that I couldn't remove them ...which made it impossible to use my phone... Very frustrating. !.. I was worried. but Bryan fixed the problem in just a few minutes & VOILA... my phone cleared up! After the last few days of my phone being 'hexed' I was so relieved...Then Bryan also helped me get a better phone plan. All in all, I was only there for only maybe 15 minutes. The whole time I was there I saw the other staff being very polite & calm with everyone. I walked out the door with a relieved smile on my face. Bryan absolutely changed the course of my day ! He took the time to listen to me, even though I was getting upset about the malware...etc. He was so kind & polite with me...AHHH....what a relief... I appreciate the whole experience. Sometimes it only takes a small moment to change the energy & he embodied the whole scenario of excellent customer service.!!!....So...thank you very much Bryan... Hope to see you again over there! A.C. A. Chatterjee read more

Avan Wood is an amazing and very helpful guy. Wonderful service not only by him but also the manager. Let me tell you Avan is amazing and so patient. We had to come back a few times due that my daughter was not happy with the new iPhone. We finally chose one and Avan was extremely patient and not only nice but took the time to explain the features and gave us the time to think about it too. Top noch customer service! I'm impressed and will continue doing business because customer service does matter. Until next time! Chao! read more

Awesomeness! Drew and Matt are exceptional humans! Patient, knowledgeable, thorough, efficient. They both went above and beyond for me today. I appreciate the extraordinary amount of time they spent getting my new account and devices set up. So glad I decided to drive the 1.5 hours to do business here. read more

Clear and helpful april 2, 6 pm arrival out by 7:00, we had a super complicated situation and the Two people who helped us were kind, knowledgeable, funny and patient and accomplished a lot in a Short time. read more

I am a new Verizon customer and overall was not pleased with their customer service over the phone and other things I've dealt with in the very short time i've had them BUT today I went in to this location and Drew was incredibly patient with my returns and super helpful. Thank you, Drew. read more

Julia Peterson the manager at the verizon store provided me exceptional customer service, wait time wasn't too bad. She helped me resolve a huge problem with my service and helped me talk to 611 to clear up a misunderstanding. Julia is absolutely a wonderful person who genuinely cares about her customers. I will definitely be returning back to this establishment! Highly recommend. 5/5 stars! read more

I visited this store yesterday and this was my second great experience with this team (I have only been here twice so they are 2 for 2). My partner and I went because he needed a new phone annd was eligible for an upgrade and I wanted to get an apple watch. We were out in less than an hour. Our team member was Johnnie and he was really great. He knew the products inside and out, he was very friendly and he had great suggestions for more efficiennt usage and cost savings. I would definitely go back! read more

Went to Verizon on kenilworth today. Needed new glass cover for my phone. Luis was very lazy. Told me they didn't have any and to order from Amazon. Victor came out .Found the item I needed , and put it on my phone. Keep victor, get rid of Luis read more

Words cannot express how upset and disappointed I am with the service my elderly mother was given. She went into the store with the intent of finding out what could be wrong with her phone, given that she is not technologically savvy. Gil assisted her and, according to my mom, told her that it would cost more to fix the phone than to buy a new phone. There was nothing wrong with the phone. He lied to her to get the sale. She just needed a charger. My elderly mother was misguided and coerced into buying a new Galaxy Samsung....way too technologically advanced for her, which caused much unnecessary stress. When my sister and I went over to Verizon to return the phone and express our concern, Morgan and Gil, insisted on not taking advantage of her. When I pointed out the statement that Gil told my mother about it costing more to fix than buying a new phone, I asked..."did it not turn on when you diagnosed it...there was nothing wrong with it." She also was not made thoroughly aware of what plans, insurance, other items that were charged. Gil said that she was given a good deal on the phone...but what is the point in having a new phone in which she does not understand the complications....and when her current phone was perfectly workable. She was not given honest answers to her questions. It seems that the company pushes the 5G network and these phones for their own benefit. She also went to the store a number of times after getting the new phone, to get assistance in learning how to use it, but of course, they are fine with selling her the complicated phone, but not in teaching her how to use it properly because it takes time, effort, and customer service. She ended up going back additional times to switch back to her old phone, try to return the new phone, and get the charger she needed in the first place. My sister and I had to personally, go to the store to return the phone. There ended up being a $50 restocking fee for the return of the purchase that should have never been. I am livid in how this situation was handled with my mother and would recommend shopping online rather than in the store, even not choosing Verizon. I would say that the politics (sales tactics and sales-centered approach rather than human being approach) is a grave downfall. I blame the whole establishment for fostering this kind of behavior and for cultivating less humanized and greedy people. It is extremely shameful. It makes me sad. No one would want their mother or grandmother to go through that. read more

This store reported my phone is stolen without my permission. I bought my phone from manufacturing company directly and paid in full when I ordered it but Verizon locked my phone without my permission and made my phone a junk. I could not use my phone for 8 days and could not go to any other carrier because it was locked. I could not figure out who did it and when. Finally I have to purchase another phone. Then, I found out that Verizon reported it. The staff at this store tried to make me in trouble so they reported it falsely using the information I provided to have the plan with them. It is unacceptable behavior. This runarond is neglect and customer harassment. Again, Verzion staff has no right to block my phone which is owned by me. They are basically evil. I am writing this review because I don't want anyone to be another victom in the near future. read more

DO NOT GO TO THIS STORE! As an update to my earlier review... Another similar phone was set up on my account the very same day I got my phone there. An additional line plus the upgraded device coverage was being charged. It was under my name but in a different area code. Whoever had the phone immediately started maxing out my data. That's how I was alerted. Something really shady and illegal is going on. My original post: Seriously... what is wrong with the staff there? There seem to be plenty of bad reviews describing the same thing. I was forced to buy a new phone because an update fried my old one. The sales guy tried to upsell my plan and I passed. He handed me the box and walked off to lunch. I had a few questions while trying to activate it in the store and neither of the two employees were interested in helping. I was the only person in the store! They were just chatting with each other. I asked some specific questions and the employee was snotty and condescending. I'm a tech savvy CPA but I'm also about 60. Maybe they don't like seniors. Take your business anywhere else. read more

I have been here and been treated with disrespect I wouldn't recommend this store or Verizon to anyone Customer service is non existent horrible experience every time I have a busted phone now and have insurance I have been paying over a year and the replacement cost was supposed to be $100.00 for device replacement and there trying to charge me $199.00 so I have waisted a years worth of insurance payments to get nothing in return read more

Went into VERIZON today to upgrade our phones and was assisted by Juan Carlos. He was professional and extremely helpful especially considering we are not particularly tech savvy. Made the whole process painless. We couldn't be happier. read more

So I went in today to upgrade my iPhone 12 to an iPhone 15 Pro Max, the person that worked there told me that I would have to pay $1500 right now to get the phone that my account did not allow for an upgrade. I was a little taken back by the statement, he then said that I could trade in my 12 for $400, I said I don't want to. He looked at me and said what are you gonna do with that phone? I was shocked by that reply because basically it's none of his business if I want to fondle my phone in bed that's my business. lol also a month prior they called me to come in and get a free iPhone Pro Max 15 I just called Verizon customer service and the customer service agent was shocked by everything. I told them there was already one complaint filed the second complaint filed, they need one more complaint to be filed for investigation to start, so if you have a bad experience at the store, Verizon customer service immediately. I do in fact, have an upgrade and I will be going to the Santa Rosa store to get it tomorrow. Stay as far away from the store as you possibly can but again if you have a bad experience, call Verizon customer service immediately and file a complaint. read more

Wow ! Such an amazing experience . Luis was so helpful and took care of everything that I needed . He made sure that I saved as much money as possible . Definitely recommend this place and they are very safe and professional with their covid protocols . read more

Well, not surprised to see a lot of 1 star reviews here. The customer service is terrible. I've had a missing order (placed at this store) for over three weeks now and been in twice and the clerks and the manager have done nothing to help resolve the situation or provide help. Really disappointing. read more

Always had great service here until this last visit. Service was so bad I'm looking to change carrier. Too bad.

Went to make a simple exchange of a phone case that was sent in an internet order. The clerk was not helpful in any way. They had one similar case in stock but I didn't want a pink case. He argued it was red, but I still didn't want that over the clear case I had ordered. I left and decided to exchange using the online system. I'd avoid this store if possible if you want help. read more

I love Verizon service and coverage. This review is SPECIFICALLY FOR THE STORES. My first visit I had to wait over an hour and then some guy with no nametag butted in while I was working on my phone upgrade and proceeded to tell me what plan I wanted. He wouldn't shut up or let me explain what I was looking for, he just started changing my account without me even understanding what he was blabbing on about at 100 MPH. Then he overcharged my account by $250 and gave me a charger that didn't work with my case. For my second visit I made an appointment. After showing up on time and waiting an hour once again (what the hell was the appointment for???) I received great service from the next person. He was very into electronics and even gave me some help learning my phone. He had to reverse the first person's charges, which were based on the wrong phone entirely. Unfortunately this person said he is leaving to another town so I can't really increase my stars for him. Also, I didn't know my charge didn't fit my phone yet. Third visit I decided to just swing by and exchange my charger. They wanted me to wait again for a rep! WTF??? I want to simply buy a charger since my phone has been dead all day but they can't do it without an hour or more of my time. Pathetic!! read more

So came into the Verizon store with my girlfriend about 20 days ago because we decided to merge accounts and get a better deal. I already had an off contract iPhone 6 and she wanted to upgrade her Verizon Edge phone to the iPhone 6 also. We were told it would be a few minutes while we waited for an associate so we took a seat. Only two associates were working the floor helping customers and there were a total of 5 associates going in and out of the back room, loitering, and chatting. Forty Five minutes later we still had not been helped so we decided to ask the woman at the front of house, who wrote our names down, when we might be seen. She told us any moment now. We waited another five minutes and finally a man came out (who had been in the back room for ten minutes) to help us. The man was very helpful and made sure we got my corporate discount for verizon and at the end of the interaction we felt pretty good with our plan and what we were getting. Fast forward to 15 days later (when we get our first statement) and our monthly bill is roughly $40.00 more than we were quoted! We called verizon and the customer service rep told us that the corporate discount did not apply to the entire bill, just a certain portion. We told him that the rate the Verizon representative had quoted us had the 20% taken off the entire bill and had we known that wasn't true it may affected our decision stay with Verizon. He told us that he understood but that all he could do was to lower our data plan to change the cost of the service. We told him that was unacceptable and after asking to speak with his manager and a little more arguing we agreed to lower our data a little and they would give us a monthly discount on our lines. They didn't completely make it up to us but we were satisfied because we were now paying almost exactly our quoted rate was. I am writing this review to warn people to ask as many questions as possible to get the correct answer on what they will be charged monthly. We were misled (probably not intentionally) but nonetheless the Verizon representatives should know what part of the bill a corporate discount comes off of and give the correct information to someone who is SIGNING A CONTRACT. read more

This review is not to bash "Verizon", but to make people aware that you get better all around service from Costco Verizon or a third party Verizon distributor, than you would this corporate location. I went there to buy a phone and that's what happened. Upon purchasing, they told me that if for any reason I return the phone, there's a $35 restock fee, and I agreed to it thinking the $700+ this phone cost that it would be a good phone. Long story short, I wasn't happy with the speaker in the phone and decided to return it. Couldn't believe they wouldn't waive the fee for that reason. Going to the other stores they each said "we don't charge for restock". I found a $149.00 smart phone(the mini version of exactly what I had), speaker sounds great, no activation fee, and NO RESTOCK FEE. read more

Let me preface this review with the following: I've been a fairly happy customer of Verizon Wireless for nearly three years, have always promptly paid my monthly bill, and have never missed a payment. So, the other day my girlfriend gave me a waterproof case for my iPhone which she purchased as a gift at this store. It was a great case but was the wrong one for me for various reasons. Anyway, I went in and tried to return it but after waiting for over 15 minutes the sales clerk told me he could not give me a refund without the receipt, even though IT WAS A GIFT. So after wasting several hours finding the receipt she gave it to me to bring in for said refund. But NO, still no refund even though I brought in the receipt as directed! Now they tell me that they absolutely will not issue a cash refund but will credit HER account. This ordeal was really frustrating and, needless to say, I was pretty angry. I was given the proverbial runaround by a business I thought was there to serve the customer but it looks more like they are there to make a profit. Try AT&T instead. read more

Mimi at this store was awesome!! She is the bomb went in for a SIM card for my new iPad hubby was eligible for an upgrade we were out of there within an hour she was great put both our screen protectors with ease and told us everything we needed to do to transfer his content over to his new phone... will highly recommend this store for all of your phone needs!!!! read more

Horrible customer service. I was just recently beaten switch by this company was told over the phone I could come down and purchase two iPads was given a price over the telephone! After arriving there was told the price would include huge of charges and monthly payments.Was very clear over the phone I just wish to purchase the iPads if the iPads were not able to be purchased without a plan they should let somebody know over the phone before they waste the time driving down to the establishment! Avoid this place find a Verizon store that actually cares about their customers read more

Funny how online representatives mysteriously disappear when you want to cancel your account. I said "no thank you." Not exactly profiled as a disgruntled customer. Good luck closing your account! read more

As an update to my previous review, this pretend showing of care on Yelp is fake as well. I emailed the supposed care team and received no response. And to add insult to injury, I now have a bill from Verizon that I need to deal with, which of course they didn't tell me about. I definitely dodged a bullet here. If you read the reviews, the dysfunction of this store and company goes back years, coinciding with the tenure of the current management. Do yourself a favor, go with T Mobile or ATT. read more

Just replaced my son's broken Samsung Galaxy 7 earlier this week. I asked if I saw the price lower somewhere else (or it it went on sale) during the two-week period if they would honor it. Yes, of course, they said. Saw it at Costco for $5 a month less a couple days later. It was $23 monthly instead of $28. Called Christian, who identified himself as the store manager, and he said nope. That's not a corporate store so we won't honor their price. Last time I bought an iPhone at this corporate Petaluma store they added on a protection plan that I didn't ask for, and it was a huge battle to get rid of it. Lesson: Buy all your phone needs at Costco, don't bother going to the corporate store. Better pricing and better customer service. read more

My first visit to Verizon was good, but my second was better. Each time I had the pleasure to work with Jake. I have switched over to Verizon because of bad service and agreements with my prior wireless carrier. Thinking that making a change would be difficult, I was a little hesitant. Thankfully Jake knew what he was doing.he helped me with questions on my first visit. Because he was so helpfully I set up an appointment with him for the following day. Walking in with more questions and more confidence, I knew he would be the one to help me through my change. He handled my entire switch over like a walk in the park. I'm confident with my new purchases, and will be returning! I'd even go as far as to say I'd recommend friends and family. I'd also like to note that every staff member was extremely nice and willing to help! Ask for their options, they know their electronics!! read more

I am trying to restart my mothers pre paid phone since she is going back to assisted living. I can't tell you how complicated this is. First of all it is IMPOSSIBLE to find a phone number to speak to anyone on the phone. I had to call my own wireless account to be transferred. I spend at least an hour being transferred 4 times trying to get this phone reactivated yesterday and then when I thought I was finally done, her phone still doesn't work! It goes right to voicemail, does not ring (yes, it's charged 100%). Now I've been on the phone today so far for 18 minutes just trying to tell them to forget it & refund my $30. I'm just getting a land line with AT&T now but they can't activate for 3 days. SO, my poor mother who was just moved into assisted living & has to be quarantined in her room cannot speak to any family members for 3 days because Verizon dropped the ball. How sad. All I wanted to do was give them money to restart a phone and they can't even do that right. The person on the phone today was nice though...poor thing. She was on the receiving end of me being at the end of my rope dealing with this. I hope Verizon appreciates these customer service reps who have to endure the level of aggravation customers are at by the time they reach them. If you would just make it easier to speak to someone (pay a few more people for god sakes) everyone would be happier. read more

Rude staff. Not happy with the customer service. They were just trying to get me to leave. They dont care. For the most expensive cell provider i expect more read more

If there was another telephone and internet company out there who would serve my area, I would drop Verizon in a hot second. But alas, I am stuck, as they are the only company to provide services to my (barely) rural area, since no one runs actual lines out into the country anymore. I signed on with them several months back and had lots of interruptions, just a lot of circling icon, and random connectivity. So I call them and they say that the answer is to upgrade my service. So I do. Which, of course, entails paying significantly more $$. Is the service better? No. Are the interruptions less frequent? No. Thanks, Verizon. For a whole lot of nothing. read more

I was in the Petaluma store the other day with my husband and normally have a wonderful experience while there. I was shocked to hear your manager/assist. manager Joe berating another employee, IN FRONT OF CUSTOMERS & FELLOW EMPLOYESS!!!!!! He was raising his voice and really laying into an employee. I was absolutely shocked. This is completely unprofessional and something I would not expect to walk into. Like I said before, I like coming into the Petaluma store and more than likely will have a great experience, but this was uncalled for. I really hope I don't walk in and hear this again, as I would have the mind set to leave, Nobody deserves to be talked to like that. read more

The staff member who helped me (Gil) was really helpful in showing me a choice of phones I would be interested in, and knowledgeable about the features of each. While in the store, I witnessed another staff member working very patiently and appropriately with a customer that was upset. Earlier I went to the store in Rohnert Park which I would rate a 1 for poor selection and unhelpful staff. But the store in Petaluma is great. read more

We had such a great experience in the Verizon store yesterday, starting with the super courteous and thoughtful woman who greeted us at the door and made sure we were helped. It was a very busy afternoon that we dropped in, so there was a wait, and she kept a good eye on us and checked in to apologize for the wait, offer us water, etc. and then Efrain, who spent well over an hour working with us as we agonized over which phone and OS, had the patience of a Persian rug dealer, and was incredibly knowledgeable and kind. Honestly cannot imagine a better customer experience. Thank you, Efrain! And big thanks to the awesome store manager who remembered us from our brief visit two months and was super kind and helpful. read more

I went twice. First time I got pushed aside be the GM. Second time I sat around for an hour with no help whatsoever. I either did what I needed to at the licensed dealer a mile away or i did it myself. read more

My salesman was Gil from Petaluma Branch of Verizon and he went above and beyond to help me. I had been shopping at all different carrier stores and he was by far the most professional, knowledgeable, and sincere. I am a salesman myself and I can say Gil killed it. I walked out of there with the brand new iphone 11 max pro because of him. Thank you Gil for going above and beyond to make sure I was happy. read more

I went in because my phone was not charging. Mimi took a look, went and brought out a sharp tool, cleaned out my charge port and all is fixed. It is not "what" she did but "how" with a very friendly, helpful, and competent spirit. If you are visiting the store, be sure and ask for Mimi. read more

Avoid this store like the plague! My girlfriend and I went in the store last week to upgrade her phone. Our sales person Nick reeked of alcohol and sweat. He tried to flirt with my girlfriend the whole time. He was very condescending towards us because we didn't understand how upgrades work now. I feel like if any other provider worked at our house I would be long gone by now after this experience. I don't know how a company like Verizon could have an employee like this. If I could give zero stars I would. I'll be going to a different store to complete my purchase. read more