Nightmare service... closed on 10 23 2021 for no reason... 1 and half to 2 hour wait times when calling customers service if you even get through unexplainable... turning you away at the front door because they are to busy... i have never seen this terrible service with any other public business... told me my online order was cancelled and had me sit there for 1 1/2 hours signing me up for a new phone and service then a few days later 2 phones show up first order wasnt cancelled they charged my credit card twice... i am returning everything and going to someone else... Verizon is so unprofessional...

Very knowledgeable, helpful and professional (without being stuffy) staff. We were welcomed immediately upon entry, and I was impressed to see just how clean and tidy everything is, especially compared to other service providers storefronts. Staff went above and beyond, and Im so happy my husband and I left our old carrier.

A little annoying they are only open by appointment and booked a week out. They still answered all my questions and got me mostly sorted. I was able to do the rest online.

VZ appears to pride themselves on having terribly complex processes. I have tried to convert my phone number from my prior business account to a personal account. Have had several emails confirming it was done, also spent 30 minutes on the phone with a rep who was also having difficulty but said she would take care of it. Got an email confirming it was taken care of. Tried to log in to account but account said the number is still controlled by my former business. So got in the car today (Friday, 2pm) to go tot he local VZ store in Napa and inexplicably it is closed only TODAY. Still stuck with my former business paying my bill ;)).

Careful! only a few of these guys know what they are doing!couple of them are manipulators, (example) to fix a problem! they will put an app on your phone and not tell you! or tell you the problem is common!And all of them park right in front of the store! watched seven of them park one day waiting for them to open! thats why there is no parking there!

Was told I could not upgrade my phone because I got there at 2:10 and they close at 3pm and there was 3 people in front of me. Not helpful at ALL! I drove 45 min to get to this store although this was my choice to do so customer service should have been better

First visit in a while, pretty quick and very helpful.

I purchased ipad and iphone at Verizon Napa and scheduled delivery that requires signature. Your sales rep did not enter my address correctly and missed my apartment number. As a result, my devices were supposed to be delivered to my house three weeks ago but delivery was rejected twice because apartment number is missing. I am unable to pick it up at either Fedex or UPS locations and I cannot update my own address. Only sender can. Keep calling customer service to be bounced around from one rep to another. They keep dragging me through some verification process and, ultimately, they hang up on me. Nobody seems to know how to handle this situation. Now they send me some fake nice email that says I need to activate my devices but I dont even have them! Very unprofessional and inexperienced staff. By the way, your appointment scheduling links do not work too.-Update 09/13/21: still no response. Customer service sends me to the sales team and they re-direct me to the order team that never responds. On the loop with these calls for three days now.

Got a new I phone today. Ray was a great help and super knowledgeable and friendly. Also got a JBL powered speaker from another salesman there who told me about a special sale on the speaker! Solid team and good attitudes and energy from all. Well done!

Very kind and helpful. Didnt try to sell me something I didnt need. Absolutely GREAT experience!

Jason was very helpful in helping my father get a new phone.

Employees very helpful. Nice environment.

For any local Napa resident Verizon should be the only game in town. AT&T barely even gets service in the region. It’s like comparing In&Out to McDonalds. One makes a great burger for an affordable price and the other just happens to be called a burger. The people are cool and get down to business. They sure do get a lot of Karen’s at this location. The few times I’ve been they’ve been out in full force. Kudos to the staff for staying professional and patient. Napa really has some interesting people. Got upgraded and was in and out, see what I did there. Thanks Verizon I can hear you now.

Make sure you make an appointment if you have something significant to do.

Everyone there very nice. They keep the store extremely clean. I did not have anyone trying to sell me anything here (or this wouldnt be 5 stars) which is my usual experience with any Verizon employee

This local has been closed all week

Squeezed me in quickly and were very helpful and friendly. Problem solved! Much appreciated.

Everytime I go in there it takes hours and hours to get anything done, getting a cell phone especially when I have an existing account should literally be a vending machine, no idea why it always takes hours......then our account rep never returns calls, had a trouble with my phone today, no help, no service, they sent me to a computer to purchase the phone so i could come back and pick it up instead of just going in the store and getting me what I need in an emergency to keep my business running.....in the end after hours of calling, being put on hold and begging for help, another unrelated company showed me it was simply a reset on my phone that could have been done in 2 minutes right there on site while I was there, our account rep was changed, we werent notified and no on on the phone customer support could tell us who that was, they told me I dont have insurance, I had to show them on my bill that I do, they acted as if they had no information or access to my accounts.....couldnt be more unhappy with literally every aspect of the customer service. Also no idea why it says silverado archers, thats not my company

Tried to go here recently. Hours are terrible. Would have walked out with a new phone but decided it’s not worth waiting around for them to come in.

The employees are very helpful in making sure you get the right phone along with any useful accessories you might want. They are friendly, professional, and honest.

Helped solve all my phone problems

Staff were helpful, and amazing with regards to limiting in person traffic, sterilization between visitors, and still trying to be a helpful cellphone store

Its a busy place but you come at the right time you get waited on pretty quickly. Even though it was busy I was waited on pretty quickly and my issue was completely solved. The representative was so helpful and knowledgeable.

Verizon has been my phone company for over 20 years. Theres a reason for that: great customer service, reasonable prices and available all across America. I plan to keep them.

Extremely helpful and always have the best solution to my issues.

I have been loyal to Verizon since before the biz became Verizon . Great employees, helpful and kind. I live in a county composed of older people who need a guiding hand and staff who is patient in order to embrace new technology.

People are very helpful

Isaac was a huge help. Very patient with Customer Service.

Helpful but to brief

Dishonest. When they recognize their mistakes, they do nothing to rectify them. For example, today they looked at my old phone and say its eligible to trade in. 2 weeks ago when I bought a new phone, Ray said that the old phone was not eligible to trade in. As a result, the trade in promotional deal I could have taken advantage of two weeks ago didnt happen. While they recognize that they gave me false info two weeks ago, which impacted the details of the phone plan I signed up for, the promotion has passed. The promotion hadnt passed at the time I wanted to utilize it.Anyone who has had to endure repeated trips to Verizon knows how bad it is. Getting a new phone could be an enjoyable experience but Napa Verizon customers look miserable and fatigued. Just look at the faces of every customer in the shop.

Terrible. Sat around for 25 minutes before anyone finally helped me. Wasnt even that busy. They didnt even solve my problem, just gave me a number to call. What good is the store then?

Great place to lose hours out of your life. Just wanted to make a quick purchase but had to wait for an hour before someone helped me and tried to up sell me something I didnt want or need. If I died and went to yell I think I would end up here

Not very helpful

Service is good. Knowledge of their products is good. Always pleasant. A bit higher in price but I love their products and service.

Went to pay my sons cell phone bill. Had to wait a little longer than I expected to. And they had no signs out for the LG cell phones. Was disappointed because I am looking into upgrading my LG 10 to the newer version. Wanted to see what the LG 20 looked like and if there was any size difference. Guess I will have to go back another day.

No complains here. Jesus Curiel was super helpful swapping the phone and number for me! We are a business account with long relationship with Verizon. Happy to work with them

I had to wait awhile since I didnt have an appointment, the store was very busy. When it was my turn to be helped I got excellent advice and service from Carlos.

The professionalism that these staff member exhibit is amazing in light of the fact that most of the bad reviews are from people who expect because they cant understand the situation. They want immediate service but wouldnt they be upset if an agent dropped them to help someone else. You want good service you have to wait your turn. I appreciate being greeted and knowing that when it is my turn I will receive intelligent service that will address any questions and concerns I have. It is a shame that small minded people cant see the forest for the trees or is it that idiots are just as free to post......

Very helpful with ALL the issues I had to take care of!

They failed to recognize a Windows phone and sent me on my way to wasting time trying to do the impossible. Also the music is ridiculously annoying which I believe is a marketing technique to keep you from waiting in the lobby. Its almost impossible to unstand the salesperson so you will eventually leave and be forced to figure your contract and phone out on your own or worse come back. The best I can say is Issac the Manager turned the music down and did his very best to help.

Verizon only there now to sell. Knowledgeable staff. But any other customer service no longer available it seems.

Very nice and helpful staff. They didnt try to get as much money as possible from me like most companies and stores would. Ive always had a good experience at the few Verizon store Ive been to.

This location gets five stars indeed. Easy access location, knowledgeable staff and overall excellent product selection.

Jarred (sp?) was VERY helpful and professional. He knew exactly what I needed, and helped me put a glass protector for my new phone.

Casual low pressure experience. Knowledgeable reps. A lot to choose from. Accessories are expensive, regardless, service is above expectations.

Excellent

Nice friendly staff got new phone answered all my questions they transferred everything in and out in less than a half hour great job.

Verizon network plan 3GB didnt work for my phone (Huawei P20 Pro) purchased in Germany. So make sure that they check the EMEI, etc. of your phone first before you purchase a plan! BTW. T-mobile shop at next door the 10GB data with unlimited speech and text worked perfect!

Edgars service is friendly and helpful. He is 5☆.

Was just told I had to wait 45 minutes and that I was seventh in line. Seems like Verizon is doing a good business maybe they should hire more employees to accommodate their customers.

My visit was a very bad experience. If youre young male sales rep tried to help me gain access to my phone. I had made attempts on my own to unlock the phone. With little success after several tries. Nearing the limit of tries to unlock the phone I went to the Verizon store for help. I showed the representative I had only 5 more tries and needed to use their tablet or PC to get online to find my access code. He continually insisted that I keep trying and that after all of my attempts fail it will just reset the phone. I showed him the warning on the phone it would wipe out my memory I told him that was but most important that I did not want to happen. I told him did it have the last voicemail from my father before he passed awayHe insisted that I keep continue trying! Left with one attempt left before you erasing memory he let me use a tablet in the store to gain access to my code. In fear of losing my fathers voice mail I was frustrated but did get the code it mistyped it. Your memory was erased along with my dads voicemail!When I got home I had called Verizon customer support and aired my frustration and ask them to help me retrieve the voicemail. That was 9 months ago and two more calls since then they still have not retrieved it.

How do I post a Zero stars?Horrible! Every time.Does it really take 2-3 hours to sell me a phone on my account that I have had for years? What all does this store do? Why does it take soooooo long?After waiting over an hour (each time) for a store representative to get around to me - and why is there so many of them standing in the back room? - it took them over an hour to find out if they had a certain phone in stock?Again, HORRIBLE service and just a very poor experience.So, how do I post a zero stars? Because that is what they have earned.

Well organized, pretty good service. But they often dont have everything in stock.

Aragant group. Refuse to admit shortcomings of system. Spent time here despite apt. Made with calling center. Said they didnt make apts. At beginning of day. Did not fix my inability to use phone or retrieve mail. Employee recommended I get more coffee twice. Left feeling insulted and disgusted. These folks need serious training about their product and drop the

Was closed so cant rate, due to Covid

Horrible follow up service, 4xs I have returned to store first 45 days for a hardware problem, they will not swap the product say I have a contract for service, suing in small claims will keep you posted. Cancelling all of my lines Verizon is horrible.

These guys have cell phones and hate net neutrality. Great Service, High prices, Smooth Fast Lanes

I hate this store. No matter what time of day you will wait over an hour. They are over priced and their data service is slooooooow. Verizon *was* the best years ago, not the case now.

Really annoyed. Don’t know the girls name that helped me, but she was condescending and rude making me feel stupid for just wanting to get a new iPhone 7. I did not want a refurbished phone costing $200 to finish my plan I’m on now just to turn around in a few months and start a new plan anyways. So thanks for the non help and now I’ll be driving to Petaluma instead. I would have changed my mind and got the iPhone 8 had she been more specific and knowledgeable on the differences between the 7 and 8, instead of saying the only thing is that it can charge on a pad. I think I can take an extra second to plug in a phone to a chord. She should get talked to about her eye rolling problem and her attitude.

Their in-store customer service is hit and miss. Sometimes you have to wait for a very long time to be helped, while others you are helped shortly after arrival. The people are only occasionally friendly, too. Overpriced for only slightly better coverage.

Took a while bc so many ppl were ahead of us, but staff was great

Friendly and always willing to help.

My family and I have had nothing but poor experiences with this store, and Verizon in general. The employees are obviously trying to get you out of the door once they realize you dont plan on buying anything, and I have even had an employee ridicule me for not buying a screen protector from them.All of this is general grief that I would normally expect from a huge corporation like Verizon. However, this last week I preordered a telephone from this store and was charged an additional 8,000 DOLLARS. It has been over a week, and I have still not been refunded my money. Apparently several others have been charged up to 10,000 dollars as well.Dont waste your time with this store, order from a place with reputable service like Amazon.

They pretty much know what theyre doing.

They were very helpful even during the busy holiday weekend.

Great service, very knowledgeable employees, very patient and attentive to the customer!

Loved my guy that helped me! Jerrel! You were great!

The wait was too long and the manager help his friend instead of helping the person next in line. They made excuses for why instead of just apologizing.

Excellent customer service.

Apple like atmosphere, helpful people

A good place to go and find out about your smartphones,and other accessories. For your phones.//

This Verizon store is awful. I was upsold a free tablet when upgrading to the new Galaxy S5. They neglected to mention the $10/month line fee, which should be illegal (and actually, probably is). I went back in the next day, demanding to return the tablet. The corporate policy is that you can return a device within 24 hours and avoid any restocking fees. I showed up within 24 hours, but was told that they couldnt restock it without assessing the $70 fee.They then assuaged my rage by telling me that they could apply a promotion to my account that would eliminate the $10/month fee for the tablet. So I calmed down and let them do that for me.Two months later, Im examining our familys Verizon bill and I notice that I am still being charged the extra 10 bucks a month. After all of that. Meanwhile, I havent touched that stupid tablet since I took it out of the box. I told the employee there that I had no use for the device, and I would only take it if it was free. He proceeded to screw me over and evade mentioning the associated fees with the line. When I brought this to management, they either were too inept to actually execute the solution they proposed, or were also stringing me along. Either way, it is unacceptable.

Manager was extremely rude and helpful or accommodating

Best service I like the place

Very helpful

My experiences for this store have been hit or miss and as a whole its not the staffs fault i would rate the customer service from this store a solid 4 with the occasional person who doesnt know what there doing. My rating is mainly for verizon they have gotten better over the years but they take advantage of the fact they know they have better then most wireless coverage and expect you to be grateful for that.I have unlimited data and it seems as though they are slowly trying to strong arm people out of there contracts with asinine price hikes siting some BS reasoning instead of being honest. if it wasnt for my unlimited data and there coverage i would have changed carriers long ago.

Great place fast service GREAT employees

Every time I come in here I get great customer service. I dont understand the other bad ratings.

Very helpful. Would go back.

Like the network but seems like costumer service is in a hurry to get ride of you unless yiur buying a phone

Went in with 1 problem that nobody knew how to fix they just tried different things. then I ended up with multiple problems and had to go back into the store to get my phone fixed

OK very pricey

This store is closed, sign on door, doesnt say when it will reopen-

Amazing service & value - great finding spirit of aloha here on mainland too

Very efficient y pleazant

Sales personnel very helpful at resolving problems.

L love this place

Good customer service.

Would have given it 5 if there wasnt a long wait just to talk to a sales person and then another long wait for them to come back for the back with the phone and all this other stuff you dont want

What there because I had a problem with my phone

Lately the signal is not good enough

Good customer service.

Its where i got my phone.

Drove all the way from St. Helena to get a new cord. Got back home and it was the wrong one.

Jarrad was great.

The wait is too long and they dont care. Hate going in!

Great customer service

Salesman was very incompetent. They put in wrong information. I spent almost an hour a day three days in a row to complete a phone purchase.

The horizon representative was a Huge help.

Terrific customer service