Improve customer service! Am referred to call a service number which is answered by AI. Eventually I may be referred to a person who speaks English as a second language and speaks very rapidly. Following a lengthy verification process to confirm I am who I say I am I am hung up on my the Verison representative. Spent an hour making repeated calls to the verison provided phone numbers and NO success , satisfaction nor resolution to my issue of why am I being dinged for none payment of balance due which I verifies was paid the week prior. Not pleased with customer service nor wit the AI / computer answer system and people who answer phone who are not empowered to solve issues. read more

Connor was extremely professional! He was kind and honest and we highly recommend this store and working with him, you won't regret it!

The worst experience that has basically ruined my phone number of 20 plus years. I walked into this store to ask a question about some features on the new IPhone 15 purchased a month earlier. I walked out with 6 new phone lines iPad another iPhone 15 gateway internet system and watch. I was told they were free. I now owe $3,500 dollars for all of these free devices. None of these were ever used and have been returned to Verizon. BEWARE of these people: Do Not buy any items from this store. read more

THIS IS THE BEST Verizon store. Kind, patient, knowledgeable, smart, helpful. I've been to many Verizon stores and this is the best one ever, hands down. I upgraded my phone successfully, even tho my old phone didn't want to transfer anything. They spent the time necessary to get it all straight. GOOD for everyone, young and old. It had a small staff so make an appointment and you wont be disappointed. Walter the manager was great. read more

The worse experience ever. Another Verizon location referred us here for inventory purposes. We walked in and both representatives were busy with customers. A half hour later we are still waiting. No acknowledgement of waiting or that they will be with us. Finally, one of the representatives mentioned to the customer that he was going to check in with the waiting customers and INSTEAD of checking in with first come first serve customers he goes to the first customer he came into contact with. This isn't a busy establishment so both representatives knew we were the only customers waiting before someone else came in. The customer finally told him to help us since we were here first. Instead of completing with our request he grabbed our phone and went back to the lady, rung her up and then turned his attention to the original customer. Unbelievably the worst!!! We were in the store for about an hour at a minimum. read more

Well here is another negative review for Manager "Walter Hernandez". Last week I purchased an iPhone 12 last minute for my son going off to college at the Victra at the Santa Rosa Plaza. The experience was really good and my wife & daughter decided it was time to upgrade as well. They went to the Mission Circle location since it is down the street from our home and ordered 2 iPhone 12s in specific colors. During this visit they were told if they upgraded their phone lines to 5G for an additional $10 a month then they could get a $300 discount on their new iPhones. I contacted the Santa Rosa Plaza location to see if I could do the same with my son's new iPhone since it had only been less than 10 days from the purchase. I was told that I needed to come back so they could activate & review my account but stated they would need to elevate my request for review & decision since it was post purchase. I asked if I could go to Mission Circle location since my wife & daughter already had an appointment to pick up their new phones the next day. My sales rep said "sure, have them give me a call when you get there". When we arrived at the Mission Circle store and I started explaining the situation to the Mission Circle sales representative, Walter came over and interjected himself in the discussion by saying "we are not going to get involved with that you need to go back to the other store to deal with it". I asked if he could call the other store since both stores are Victra locations, Walter stated "No, I am a manager and for a sales rep to tell you that you could do that the sales rep must be new and not knowing what they are doing". Walter then went on that "the stores are not affiliated nor have the same regional management". When I asked Walter for a contact above him he refused to provide one and turned his back on me. I stated to Walter his rudeness to me was going to cause him to lose 2 sales today which of course he did not respond and kept his back turned so my wife, daughter & I all walked out and drove to the Santa Rosa Plaza. Even though it had only been 15 minutes, Walter had already called the Santa Rosa Plaza location to inquire what happened with my son's phone purchase. The Santa Rosa Plaza team took the time to listen and review our account. They shared with us that since our phones were iPhone 7, they were not eligible for the discount (my wife confirmed the sales rep at Mission Circle never inquired on iPhone version when quoting he could get them a $300 deduction). The Santa Rosa Plaza sales rep drove out to Mission Circle, picked up the 2 iPhones in the colors that we ordered and sold them to us ( since obviously both stores are affiliated despite what Walter claims). I have been a manager for over 25 years and I can say there is no way Walter should be in management in any organization based on his overall poor attitude and unwillingness to take the time to listen & address situations ( unless he thinks he personally may get in trouble). read more

Thank you Aly!! Our family had the opportunity to work with her twice, and I've not met many folks as professional, genuine and capable as Aly is. Due to some other questions/ needs we spoke to a few people at Coddingtown store, whom were also very helpful. Kudos Verizon for maintaining a culture that retains such good people! Happy to be your customers :) read more

Worst customer service experience ever. Manager was very rude when I entered store for curbside pickup and checked in. I couldn't wait any longer and returned later due to a work commitment. When I returned two hours later the manager said he cancelled my order from Verizon because I didn't pick it up earlier when I signed in. Verizon gives you three days to pick up your order and this was day one.Strange guy with a serious chip on his shoulder. Luckily I don't lose any money off it, but will like just go through Apple to get my phone . Update: I followed up both via email and phone as directed by the company's response. Finally after an hour a regional manager named Justin was suppose to call me. Got zero response from the company and they are the one's that reached out. So much for trying to help local businesses when the quality of services are so poor. read more

DO NOT GO HERE. BUYERS BEWARE. This is not a corporate store. They lied straight to our face and told us what we wanted wasn't possible to buy. He told us we couldn't get hotspot with a prepaid plan. We went to the Verizon store on 4th St and they were super polite and gave us exactly that - a prepaid plan with the hotspot service added on. The MANAGER was rude, rude to his employees, and was the one who lied. Don't waste your time goto the 4th St store. read more

Updating to 2 stars because I want yelpers to know that contacting corporate via the wecare email address they leave on bad yelp reviews actually does result in somebody who seems to care. An attempt was made to find me a phone in a nearby store, which of course was going to be impossible. I'd criticize them as having not been willing to ship an iPhone from any of their stores nationwide, but that probably would have been futile too, I mean, I'm sure these phones had sold out fast. Once it was established there was nothing more they could do for me they offered a complimentary phone case, but I declined it. Lastly, kind of annoying but emailing corporate at the wecare email address signs you up to receive spam from Victra. Kind of a minor annoyance. If my unsubscribe doesn't work ill come back and make sure I bring it back down to 1 star. read more

Keison was amazing! We were waiting outside before the store was open and he came and began helping us in front of the store using his phone. This is our store whenever we have any needs concerning our Verizon mobile devices. The staff is very helpful. read more

I was recently need of a new phone as my phone completely died. We were helped by Gage, and I have to say he provided the best customer service I have ever received since I first got a cell phone in 1994. I was switching service providers and I'm very technologically challenged, but he took the time to really explain everything to me. I hope Verizon really appreciates what an incredible employee they have with Gage. He definitely deserves a raise and a letter of commendation!! I will be recommending Verizon at this location. read more

I went in to the store with my relative to speak with the manager, Walter Hernandez, about a new plan that his employee enrolled our family in a month prior, and to ask why our bill was almost $30 more than what was said. Our bill was supposed to remain the same. Before I could get any good communication started, Walter immediately became very defensive and rudely said his staff would never make any mistakes and said he never had any complaints in the two years working there. Yelp reviews say differently! He basically was saying my relative and I were idiots! Strangely, the employee who previously helped us no longer works there??? I wonder why. I tried to get Walter to be a good listener and less if a defensive talker, but he was only out to blame Customer Service for any and all billing issues. He was quick to brag about how great of a manager he was, and directed terrible criticism toward other Verizon stores. After asking several times, I finally got Walter to explain the new plan and he was quick to say that certain phones on the plan were old and could suddenly stop working and we should get new phones ASAP! I have never heard of this type of sales tactics. We left frustrated, offended, and without any resolution. Walter should not be in management and needs much training on customer service skills-- being a good listener should be first on the training list! If this store was as top-notch as he said it is, he has no reason to be so defensive. I will never go back to this store and hope those reading this won't either. You can expect to be up-charged, and charged fees that the Apple Store and other Verizon stores don't charge. When I shared my experience with friends and family they also said he was scamming his customers. Yikes!!! read more

Got the credit that was promised and the service has been great since. I've bought 3 more phones since this issue occurred and will continue to do business here. Glad all was takin care of. read more

They take a really really really long time but they're nice and gave my partner and I extra amenities and add ons

Matthew was fantastic and even despite COVID-19 imposing some restrictions was great to work with. Next time I go to a Verizon store in Santa Rosa I'm coming here! read more

Store Manager, Francisco, was most helpful in resolving an unfortunate incident which transpired between myself and another Victra Staff Member. Francisco is the consummate professional and extended stellar customer service. It was a genuine pleasure doing business with Francisco. I would not hesitate to give Francisco a 5-star rating. read more

Ricardo was awesome. My IPhone 7 wasn't working correctly so I bought the IPhone 11. Ricardo did a great job getting me all set up. Thanks!

We just had the best experience at a phone store EVER! William helped us through a new phone purchase and it was the most easy-going experience! No exhausting up-sale, no negative remarks-- it was all positive and relaxed. William was such a pleasure to work with! Alex joined the conversation at the end regarding photo quality. He has a Samsung and the picture quality is jaw dropping. I left with an iPhone, but I may switch to Samsung next. These guys know how to make all people feel at home in the store -- and how to gently guide us old luddites through the scary process of purchasing a new phone!! And, it was fun! read more

I called ahead after Verizon 800 # wanted to mail me a new phone but then I got disconnected twice (I know they are busy tho). So I called Verizon at mission circle in Santa Rosa and talked with ASHLEY. She was amazing and when I got there helped me throughout the whole process. Well done!! read more

Excellent service! As a senior citizen I feel I am often talked down to or dismissed as irrelevant when dealing with technology. Here I was warmly greeted and Benjamin took all the time we needed to assess my needs and determine the right phone for me. It was not in stock but the store tracked one down and had it shipped to them. Ben called when it arrived and made an appointment for me to come in and set it up. As it turned out the appointment was before regular store hours so he was able to give me dedicated and unrushed service. No high pressure sales, just very good service. Highly recommend this particular Verizon store. read more

Got a new smart phone today at this independently owned store (not owned by Verizon). Robert, the young man who helped me, was a real pro. Very knowledgeable and he explained things very well. It's a real pleasure to do business at this little gem, which is not as crowded as the zoo that is the 4th St. Verizon store, read more

Had to replace a phone through Verizon for my father. The phone was still under warranty so no charge for that but when I asked them to transfer info from the old phone to the new one, they wanted a $20 fee. I've been with Verizon for a very long time and upgraded six times or so and have never been charged for this service. Pick another Verizon. These guys suck. read more

I have been a Verizon customer for over 15 years. I recently switched to T-mobile and didn't think the service was as good in Napa Valley, so I visited this Verizon store looking to switch back to Verizon. The store manager, Walter Hernandez, told me there was a $10 SIM card fee and a $29 activation fee, I asked if there was anything he could do about that and he said no (it turns out if you go to Verizon online switching is totally free). He also offered me a plan that was $10 cheaper if I was willing to have slower data when the cell phone towers were congested. I asked him if he knew whether the cell phone towers were currently congested due to COVID and he said he had to call customer service. So, I told him to go ahead. Although I was the only person in the store he told me had had better things to do than to wait on hold. I told him it was his job to sell me a plan, and he still said he wasn't going to call customer service "just to ask of the cell towers were congested". So, I asked if he was saying he didn't want my business? And he said I was welcome to call customer service myself. I asked for his name and told him I was going to write a review. He gave it to me and told me that I wasn't authorized to use his last name. Well, guess what Walter, that's the purpose of reviews. When you turn down a customer who is looking to buy your service because you don't want to make a phone call to answer her question, I get to use your name in a review. Thank you for the worst customer service, ever, Walter Hernandez and for not doing your job for Verizon at the very time when unemployment rates are up by 17%. read more

I was able to get into the store in a safe COVID way and immediately greeted with a welcoming "hello". Walter helped me and was professional, knowledgeable and courteous. I was in a hurry and he was able to handle my quick purchase while assisting another customer with her purchase. It was all executed politely and efficiently. I will definitely go back again. read more

These people are the best. Amazing service and they love what they do. These guys made it a fun experience trading in my phone. Matthew was the greatest! Keep it up Matthew!! read more

This Verizon location has the worst customer service I have ever seen. The manager was very rude and nasty. I'm shocked that Verizon would allow someone like him to represent their name. This happened not once, but twice. He stated he is only interested in selling the phones,not helping in any other manner. read more

With all Verizon stores closed, I had to go to this "non Corporate" store. I can imagine these guys are very stressed out because of the closures and Covid restrictions with how many people can be in the store at once, etc. They are super busy. I get it. But seriously, there is no excuse for rudeness at this stage. I've spent 4 days now trying to get a new phone and I just keep getting the run around between these guys and Verizon Customer Support. I was reduced to tears in the store today and this whole time (almost a total of 8 hours of waiting and trying to get a phone now) I've remained patient and nice. I expect the same from the staff here but they never once showed empathy or said sorry. They are treating this whole thing like it's my fault. To top it off, Walter was very rude to me when I asked if he could help me put on my screen protector that I purchased from Costco. He said he can't do this because it's a cheap plastic screen protector. He continued to berate me from purchasing it from Costco and not from this store stating, "if you want cheap stuff, buy it from Costco, that's what you get." Now I'm leaving again because apparently the transaction (I purchased the phone with Customer Service for in store pick up) still hasn't completed. Looking forward to Day 5. Hopefully I will be treated with a little more kindness tomorrow and hopefully I will finally get that phone. I promise to continue carrying my patience and remain kind even though my head is ready to explode. read more

Awesome needed some accessories for my gf's phone and they were super helpful on finding the correct and appropriate accessories

I went to Verizon to add my mom to my phone plan and pick up my iPhone; I found out that we got a $10 discount on our plan any time you add a line! I was so excited about that incentive and they were very helpful, regardless of it taking a bit longer than anticipated. read more

This store is amazing! The manager and staff were very knowledgeable. They made sure I got the best deals and they looked at all of our promos to make sure we got them. Would totally recommend this location ! read more

The service in this store is so much faster and the process so much more relaxing than the 4th Street store. Nelson Lee was very efficient and helpful, and provided all the information I needed to make an informed decision about a new phone and plan. I recommend this store highly, and Nelson in particular. read more

These guys do a great job are really nice and smart. I came in and bought a phone in a half hour and they were able to manage the line and keep everyone happy. The manager did a great job. read more

Such good customer service. I broke my phone and needed a new one right away. Frank P. helped me figure out the right deal for me and got my phone all set up and in its case with screen protector. I was out the door with a brand new phone in about a half hour as promised, and was able to still get the kids to baseball practice on time. Getting a new phone has been such a project in the past (at the big store on 4th street), but this was a pleasant experience. read more

We purchased two I-Phones and a Mini-Pad from Manager Tam. He was very helpful and guided us through the selection. Tam and his assistant Robert were knowledgeable, efficient and patient with us new I-Phone folks. We will recommend them to all our friends. Thank you. read more

Fantastic customer service! The staff is super patient and has a tremendous knowledge. They give you the plan that works for YOU and not their cash register :-) HIGHLY recommend!!!!!!!! read more

Don't ever go to this store. I went in with my iPhone 6S and bought an iPhone SE. First I asked if my music collection of 3,100 songs, individually selected from my CD collection could be transfered along with photos and contacts. I was assured that was no problem. I waited for the transfers to be made. The next thing I knew was when I was handed a bag and told my receipt would be emailed to me. When I got home I discovered two things. The songs were not on the new phone and there was a $470 iPad I did not want. I already have one and never use that one. Two days later I returned to the store just as my clerk was walking in. I identified myself and he denied helping me. I pointer out that it was late in the day and he was the only clerk and I was the only customer. I then pointed out the unwanted iPad and the failure to transfer music. He denied telling me he had said he would transfer the music and said I had asked for the iPad. I left very upset but returned the next day with my wife as a witness, Spoke to the manager who said they didn't transfer music and resisted taking back the iPad. That ended up costing over $200 in fees to return something snuck into my bag and charges to my credit card without my knowledge. This was so terrible an experience. Neither my wife nor I could believe our eyes and ears. We finally just left when it was clear they were going to cheat us and we couldn't stop them. They are mean and they are crooks. Go somewhere else. read more

Great customer service by Tam! He took great care of us as we were changing plans, answered a hundred questions without fatiguing. I recommend! read more

Do not hesitate to do business with this store. This is some of the best customer service I have experienced anywhere in a very long time. Especially lucky to get Tam's help. He is extraordinarily knowledgable, courteous and patient. I feel very luck to have this as my local store. I'm new to Verizon but this is a GREAT start. Tam has been amazing with his support. read more

This store is the best in town, and seems to have slipped under the radar. Never crowded, has great staff, very well informed, etc. I always buy my phones here now, as I'm really fed up with overcrowded slow service elsewhere. read more