We all have to visit a phone store from time to time, and it's rarely a pleasant experience. My goal was to move my account from one carrier to another and upgrade my phone. After consulting with friends I chose Verizon. I walked into this location cold with my old phone in hand and a bit of paperwork from my old carrier. Jessica, the representative who helped me, was friendly, intelligent, and professional. I was provided with a level of help that is very rare in the complex world of cellular carriers and their often confusing promotions. She explained the fees, was patient about answering all of my questions, and made the experience about as painless and quick as possible. Thank you Jessica for your attention to my needs and helpful advice. You're a valuable asset to the company you work for! read more

Thank you to Raoul for making our visit to your store so wonderful. You helped my husband set up a link so he can interact with work while he's on the road. You were attentive, patient and so very knowledgeable about the technical aspects of his new phone. You are the best example of " excellent customer service." Thank you. read more

I like this Verizon location, I always get good thorough customer service. They have good selection on things too, good quality cellphone chargers for cars too! Cellphone cases. Value though, that maybe lacking in my opinion. My monthly bill has been creeping up in price. 4 dollars higher about 5 months ago and it looks like it's going up another 4 dollars next month. I haven't even added anything on It looks like it's going up in the services and perks area of the bill. I didn't add anything on. So bills creeping up in price, I don't like that. But I sure do like my phone, it's a necessary. read more

What. A. JOKE. Imagine being a person who works in this pathetic setting... Went in to this location to inquire about getting a new screensaver. No acknowledgement, no "we'll be right with you", nada. 10 minutes later slob says, "how can I help you?" After fumbling through junk drawers and walking aimlessly, back and forth to the rear of the store, he pulls out a piece of plastic and says, "it'll be $55.00." Thanks, Amazon. read more

Customer friendly. Very helpful. if I have to wait, they tell me exactly how long and keep me updated. I saw Matt (manager) this time. He was great. I wouldn't purchase a case or accessories here because selection is limited, and the prices seem high. read more

John and Jessica were so helpful in switching our accounts from art to Verizon. They made a potentially very frustrating experience smooth and easy. Thanks guys! read more

If you want to be up sold, you've come to the right store. This place specializes in customer service avoidance in order to make sales. Joshua S is particularly well versed in providing no assistance unless it results in some sort of sale/commission. When I came to Verizon because my SIM card failed, Josh told me that was a wear and tear issue and I should just get a new phone. He pitched me on the trade in value of my old phone and told me that for only 200 dollars I'd have an upgraded iPhone 13. Josh failed to mention that he was going to tack on a 17 dollar monthly equipment plan, a 10 dollar 5G ultra wideband access fee, and increase my monthly base plan by 10 dollars( almost an extra 40 dollars a month overall) All of that was glossed over in his quote. Josh also told me that the SIM card and activation fee was 30 dollars so for 170 more why not get a new phone?! We'll once I saw all the fees, I opted for just the sim fix. I waited for 45 minutes while Josh called a Verizon tech to activate it and he was unable to get through, another customer came into the store, who looked like potential commission so Josh told me I could actually just activate it for free by calling customer service and the sim would only be 10 dollars. What turned into a 45 minute wasted sales pitch was solved with a 10 dollar SIM card and 15 minutes on hold with Verizon customer support. Avoid this store. read more

JON!! Thank you so much for helping find a new phone set it up, transfer everything from my old phone, pick out a case and screen cover and told me about a new lense cover they offered as well. Having a rough day that day I was welcomed at the door and helped asap. Luckily I came in when it was less busier but Jon knew exactly how to help me and the confidence about product and rules I felt like I was making all the right decisions. I appreciate customer service like this it's almost unheard of now adays but it's refreshing to be treated like a ten year customer and around such a knowledgeable employee. Jon, I'll be sending family and friends your way I appreciate your help and extremely grateful for your customer service. Thank you Verizon! Ps) Jon I love my iphone 14! read more

I was scheduled to pickup my phone from this location. I checked multiple times online to ensure their store was open. Upon arriving to the store, the young man at the counter told me they were closed, despite the lights being on, the door being unlocked, and a woman being in the store with him. I told him their website stated differently and he said "it's because of COVID." There were no signs on the window or door. He was rude and unapologetic. read more

It's not only that retailer. I went to the Santa Rosa Verizon store to see about fixing my iPad. They talked me into purchasing a new one. I ordered the new one and have been already paying the service charge for over 6 months without a working I pad. Three weeks later they call me to pickup the iPad. I come two days later and they say sorry we sold it. You didn't come quick enough. It would have been nice if they mentioned I needed to pick up same day after waiting for weeks or they would sell it. Then I asked ok how do I turn off the service? Sorry can't help you with that. You have to call the support number. Which will have you waiting on hold coo hours. Snake oil sales people. read more

Went in to add new lines to my existing line, I received a quote and when I went back in with the devices to transfer I was meet with another staff member (female) ans right off the bat she was more aggressive when addressing my questions and when I told her why I was in she said it couldn't be done at the quoted price I was told even though the guy that quoted he was sitting next to her. He told her he had told me what I was saying and she was refusing to even look into it and could only offer me a $240 quote for 3 lines not including phones and taxes and that it would be over 300 a month and I was getting a good deal. I showed them a Verizon txt that I could get iPhones free with new lines and she stated that say they are on us but they really are not you still have to pay for the phone. She made absolutely no sense read more

Store is open till 8:00PM as per site. We got there at 6:55PM and we were told they closed in 5 minutes. A Mexican woman was talking to us. She did not want talk to us about new phones. She asked to see my old phone so I put it on the counter in front of her. Then she asked for my phone number and I pointed out she had my phone. Then she got belligerent told us they were closed and we had to leave. I have never been so humiliated and will never return to this store. read more

Horrible customer service and communication from the service team. I phone max wouldn't make outgoing calls and they had no ability to help me order a new one. They were like dealing with a robotic phone promt but the human form. The salesperson stared at his phone the entire time in between smelly burps and recommending I call Verizon. read more

I was down in Petaluma making my big dog food run to Pet food Express. I turned to good ol trusty Yelp to find the nearest Verizon location to pay my bill. Conveniently found this Verizon location via Yelp. Strolled in like a boss. The nice charming guy behind the counter smiled and greeted me as I walked right up to the counter. Me: "I am here to pay my bill please" Him: "okay, what is your number?" I some how only owed $14.80 on my bill? Samsung hooked me up and I got a $100 credit twards my account for the exploding Galazy 7 Note I returned last September. Hey, I will gladly accept any credit from a large corporation. The whole experience was an easy breezy in and out, quick style. ****On a side note**** I would like to add, this location does not charge you an extra fee to pay your bill like the Rohnert Park & Santa Rosa Plaza location does. Another perked bonus this location offers. read more

Great customer service! When I came in I was approached and helped in a matter of minutes. I bought an iPad and a hum from Josh and he was very patient getting all of my information over. I will definitely be returning to this store for all future purchases! read more

So, yesterday I went into the store for a charger cable for an iPhone. Bought it, gave it to my daughter who said it was not the right one. She went back to swap it out. They would not return the original charger cable because the box was open and torn a bit at the top. So, she bought the correct one as well. So, instead of one, I have two cables that I paid over $70 instead of going to Target and buying one for $15. The manager told me he was "doing me a favor." for the exchange. Never shopping there again. read more

I went into the store last week and was helped by Justin with my purchase of a Hum for a car. He was friendly and extremely helpful! It was nice to have a salesperson who took the tile to actually answer my questions. I just went back yesterday and bought a new case and screen protector for my phone from him as well. I will be back and would recommend Justin and this store! read more

First off I would like to thank the young lady that assisted me. I believe her name was Maricela. She was very professional and efficient at getting things handled and setting me up with my new phone, although she was unable to finish up on Wednesday when i went in towards the end of the day due to some issues with the phone that took a while to try and fix. As well as the new schedule of closing at 7PM she made sure to follow up today 4/16/2020 and got me rolling with my phone. I want to thank her for doing all she could even though I got to see first hand what kind of people she has to deal with when they feel entitled to immediate service. read more

I only came here because of my parent's family phone plan, otherwise I do not recommend this place at all. I had a Samsung Galaxy phone and the employee took the back off. When he returned my phone to me, he didn't put it back on. He put the phone case on the phone and I didn't see it until I got home because the case is not clear, it's opaque silicone. I was wondering why the case felt so loose and when I took it off, realized he forgot to put the back on. So I had to use a phone with an exposed battery. I called the business to ask for the part back, but they "couldn't find it." They said they would order it, but they never got back to me. I don't understand how an employee would forget to put on such an important part of a phone? And how he put the case on without realizing the battery was exposed? Sorry if this is harsh it was just really inconvenient and I hate that I couldn't get the part back. Shouldn't somebody who works at Verizon and looks at phones remember to do something so basic? read more

Danny Doyle is totally AWESOME! His knowledge, value and support go far beyond any Verizon or Victra experience I have ever had. This guy should be given a big fat raise and should be running the region, not just individual stores!!! I went to the Petaluma store today cause I had nightmare experience with Zach at the Sebastopol store--which ended up taking over 3 months for Verizon to finally fix. read more

Anthony was a huge help. He set up my mother's phone after the Verizon store in Vintage Oaks in Novato sold her a phone. The Vintage Oaks store did not set up her phone, or even add it to her account. Anthony made it all better. read more

I will give short update on my last attempt to return the brand new IPhone XR that did not happen. In my second update, I will address the wonderful executive team who reached out immediately to address my concerns. These are the examples of customer service at its worst and its best. Briefly, on my third attempt to return the phone, the gentlemen who sold it to me and whose service I liked so much at the beginning, almost kicked me out of the store and threatened to call police if I did not leave... I was being helped by another sales rep. but he jumped in without any invitation and started harassing me. He found a microscopic defect on the metal part of the phone, so microscopically small that the AT&T rep. laughed about because he couldn't see it. I am glad I am not prone to PTSD, and I hope to never deal with unprofessional, rude and incompetent sales people at Victra Petaluma. Customer abuse is something I never experienced before and, hopefully, never will. Being a Nurse Practitioner puts me in the medical service industry in a way, to cater, help and take care of my patients. Not im my wildest dreams would I even imagine yelling and threatening my customers who are my patients. Particularly, when the rep. is so young and I am over 50 years old. Its just not right. Period. What happened to "The customer is always right?" I have been with Verizon for over 10 years at least. They're a wonderful provider. I would have never left. It's a pity that the incompetence of 3 salespeople in one single store has ruined the image of excellence I had for so long about Verizon. read more

This is by far the worst cellular phone and/or accessory purchasing experience I have ever had. They are not an actual official Verizon location, just a retailer, go across the highway to the actual Verizon store for better care and service. I was misinformed and overcharged. Neither representative seemed to know the correct information about any details or questions I had. Halfway through my purchase I was informed that I may not be able to retrieve all of my personal data, information and files from my old phone. At this point I requested to cancel the purchase, the Manager Josh argued with me that I had already "signed" and therefore couldn't return my phone with my personal and private data on it. He then proceeded to lock me in the store and argue with me. I will never ever shop here again, and I recommend you do not shop here. Horrible uneducated an extremely unprofessional customer service, and horrible management. Especially the manager Josh. He charged an elderly woman $25 to tell her how to log into her gallery on her phone, after leaving her locked outside in the hot sun for over an hour, because he wouldn't help her login to the waiting list; While he was literally inside texting on his phone and could've been helping her. read more

Went in just to manage my account and was told I was eligible for an upgrade to iPhone XR. AND I could get a better plan than I currently had for less monthly payments. I jumped on it and am extremely pleased. Josh is very knowledgeable and offers great customer service along with Jenni. read more

Thumbs up! There was a gentleman named Griffin who helped me with my phone. He was very helpful and delightful. Thanks guys!

Helped me navigate all of the different promotions and got my family set up on a fair plan with new devices. Thank you Josh!! read more

Fabulous! Great Service! Went in to get a new phone for my son, drove up from Novato because of limited options due to the Covid situation. Worth the drive! There were issues with my sons severely damaged phone and we were worried if we would be able the gain access in order to upgrade and transfer all his data. The gentlemen that helped us was extremely knowledgeable and patient. We got a great result and walked out very happy. read more

Great store, great people, very helpful. They make getting a new phone as painless as possible.

Been a customer of this specific location for 5 years. Purchased multiple phones for various people over that period of time. On Monday went in to upgrade two phones. Was told by manager Joshua that we could get a $200 rebate by trading in my daughter's Iphone 7 plus. We went ahead with the purchase and plan upgrade. After completing the transaction, Joshua informed us that we could not get the $200 back on the phone because there was a small crack that he did not notice before. We said no problem and ordered a less expensive phone to offset the $200. We were told to keep the more expensive phone since we had paid for it and just return it when the new phone arrived. When we went back in tonight to get the new phone we were charged a re-stocking fee for the phone that we didn't even want and they would not refund our money on the screen protector that was installed on the phone we didn't want. Juan tried to make things right by calling Joshua but Joshua refused to give us a refund on screen protector and would not waive the restocking fee. We were mislead by Joshua and I am sorry to say we will never go back to that location. read more

5-Stars. Actually, MUCH better than 5-stars. I had an issue with my device which the bad guys at the Novato (corporate) store refused to properly handle. I figured I was screwed but, since I've never had issues with this Verizon store (found out last week this one's a privately owned location) I decided to drive the extra 17 miles to see if they could help me, which these guys did! This isn't a review indicating that I received a great bargain (read: "they 'bought' me), but rather a call out to all Yelpers to have complete confidence that this Verizon store is honest and extremely pleasant. I ended up buying another device, buy they ended up earning my respect and all my future business. Finally, check out my review of the Novato (corporate) Verizon store to better understand the difference between this store and the 'other' (corporate) guys. BTW, I have no idea how this Verizon store was listed with the "$$$" meaning it's expensive. It's Verizon, it costs what it costs. But, these guys, will save you a ton of headaches. I'm coming back again, and again--just like today. Cheers. read more