They can improve their customer service. I went in to pay my bill and I asked for help on my phone to change my voicemail greeting. The male employee scrolled through my settings and said my phone doesn't have it and I said it's a brand new 17 Pro Max what do you mean? Three employees who were standing around were laughing and I asked if any of them knew how to do it and they still laughed like I was an idiot. I left and went down to the Infinity Comcast store to pay my cable bill and an employee in there helped me in about 30 seconds with my phone as they also have phones . I was ready to switch but I called Verizon and their excellent customer service talked me out of it with a discounted bill and for being a 25 year customer. for a Verizon company store I recommend the one in the Village Shopping Center in Corte Madera. read more

Stopped by Verizon in Vintage Oaks yesterday to get help on issues with my Samsung cell phone. Was helped by Henok Mahari. Henok was very helpful, friendly, and solved all my problems Stopped by the Verizon store in novato again last week with four questions. Edwin was were very helpful. Mike read more

Great customer service. The staff here are friendly and helpful. Making an appointment online for an in person appointment is fast and easy. I recommend making an appointment online instead of walking in without an appointment. I have been to the store a couple times to upgrade my phone and also purchase a new phone for my mom. My husband had an appointment last week to also upgrade his phone and their customer service was excellent. There is plenty of parking. They are located at Vintage Oaks next to Sports Basement and Nick the Greek. read more

The staff is generally fine, but I honestly feel like I'm being leveraged by the business model nearly every time I walk in there. I also don't think the practice of asking existing customers type their home address in to a giant public screen is safe nor necessary. Cross streets near where you live to show a coverage map would be sufficient if you even want to view that. That alone gave men a creepy vibe. read more

This store has been a lifesaver for me twice in the last 6 months. If this was a review of my Galaxy S22 Ultra, it would not be a positive review - worst phone I've ever owned. Maybe I got a lemon. But, the guys at this store are SO helpful and knowledgeable. Also, very calming when you're freaking out about your phone dying. They've made everything right, one way or another, highly recommend, especially Jake read more

I switched to Verizon around October 2023! And since then it has been a nightmare. Store Manager Dylan! Made various mistakes and till this day hasn't resolved them. My phone bill should be around $235 - $240. And every month it fluctuates. From $235 to $249 to $278. It's ridiculous. I have been going back and forth and they still can't fix the issue. read more

Hello Verizon Novato We came in to buy a new Phone over the long Memorial Day Weekend on Sunday May 28th We worked with Michael and he was outstanding He was knowledgeable, low pressure, and guided us thru every step of the complicated process I am very happy with my new iPhone !! Job well done Michael !! Thank You Laurence Feyh read more

this is not a company store is unbelievably rude and incompetent... this store is a barrel full of monkeys i!!!!!!!!!!!!!!!!!! they charge for services that verizon online does for free!!!!!!!!!!!!!!!!!! from the guy who greeted me to the guy who could not help me with a basic task that the store in corte madera handled in a second. stay away from these time wasters!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! read more

The coverage of verizon seems great but customer service has been poor on every turn- online, on the phone and in the store. They are polite but give either not enough information or wrong information. I am now being charged for a plan I did not order and at this point they won't credit me. I will keep trying but I am on day three of trying to resolve this. read more

First time walking into this Verizon store with my partner the guy in charge of check in was very rude we had a couple of questions. After he actually listened to us he then introduced us to a representative. Once we got with the representative Jake he helped us with everything no issue he completely understood us. We made a transaction I was switching to my partners account I just had to turn in my trade in device I had 30 days . I come back to the store to turn it in after I tell him why I am there he is rude with me he checks me in tells me there are 3 people ahead of I said no worries. I also asked him if I can wait in the car he said yeah I should get a text from the number I gave him I never received a text ( Being a first time customer with Verizon I didn't know I needed the app to get the text ) it was all ready closing time so I just went the following day. Different guy at check in I tell him my situation now he is telling me I need to call the Verizon port number because originally I wanted my old phone number to transfer I didn't know I had 7 days to do so for in store I was just told I have 30 days to turn in the device and I can get my number transferred. I asked the guy what exactly do I tell the the Verizon port people. He did tell me but then we'll I was asking another question he interrupts me and tells me we'll I can just do the trade for you right now . He knew I was trying to transfer my number so I didn't want to do that . So I went back the third time I was just annoyed now at this point so to make it easier I just turned in the device I literally had to YouTube everything to get answers before turning my phone in the only thing I didn't know what to do is delete my pin before turning it in so I tell the guy I don't know how to delete the pin and he tells me what you don't know your pin I said no I know my pin I just don't know how to delete it for the lock screen I tried to clear my phone before turning it in . Once again not listening.They don't listen to what you are saying then they interrupt you well your talking and get mad and have an attitude. I am just glad it's over so much for customer service. If you go to this location I recommend Jake and making an appointment with him. He genuinely helps you and doesn't give you the run around. read more

I have been going to this location for years and have always had a good experience. Most recently, Samuel helped me switch my account from a lost smart phone to an older smart phone that I had. It was a temporary switch until Insurion delivered a replacement. It took some doing because of a bad sim card and going back from 5G to 4G, but he got it done. These folks have always taken care of me and I appreciate the efficient, professional, and courteous help. read more

Verizon - Get the MAX! - Mobile Phones Near Me - Novato, California

Jake is definitely the "Go-To" guy at this store. I remember him going all the way back to the Santa Rosa Ave. store many years ago. When that store closed Jake went to the Novato store, which is the only store I'll go to because of his presence. My buddy Danny brought me to the Novato store today and I reunited with Jake again. I'll never visit the 4th street Verizon store in Santa Rosa, CA ever again in this lifetime . . . or the next LOL! Jake knows more about the phones than the phone manufacturer reps. and he's an expert on every detail of navigating within the intricate Verizon world. So. if you've got a question or problem, this is the store and the guy to contact. read more

I have visited other Verizon stores previously and have not have such luck on customer service. It's been just okay. I was dreading going to a VERIZON store. Costumer service has change so much on some places like big corporations trying to get customers in and out so fast out of the stores that I feel rushed at times. Also I feel it's cater more to younger generation that the older generation is forgotten. I think no matter what age you are it should be cater to each individual. That's what I feel Henok did for us. Amazing customer service by Henok. I was at Verizon in novato the other day for an upgrade. I talked to Henok and I didn't think my transaction was going to be that much work but it was. I won't go into details on my extended transaction but I have to hand it to Henok he was very professional and has a lot of patience. I liked that he goes over everything with detailed from explained my plan versus what I was going to have, the pricing and differences on payment and options. As well as making sure my phone was backed up so I wouldn't loose my important things. He made the transaction easier to handle. Will definable keep going back for the next upgrade needed for the family. Until next time, chao! read more

As many times as I've had to go to Verizon Wireless, I never walk out of there feeling like a valued customer; ever. It's always stuffy, and busy. read more

Just talked to a Leslie who I just found out is the managerat this location who was so rude!!! Told me the promotion that I was asking her about was over on the 13 th of this month when I just saw it yesterday. That is only for new customers she say's. I said that most of the carriers are offing the same for new and old customers, so maybe I should change carriers. She reply's fine go ahead. We've been with verizon for almost 30 years!!!! Is this how your long time loyal customers are treated??? read more

I've been a customer of Verizon for over 8 years. I want to start by saying that my girlfriend had to go in today because their chat kept failing me and I was unable to go in during work. Their employee Ivan was fantastic, he was extremely helpful, answered all her questions that I had sent her in with, and explained how their appointment process works with the COVID-19 situation in full effect. He confirmed they have the phone I wanted (albeit a model with less memory since the other phone with more was unavailable) was in stock. Ivan relayed that if the store wasn't too busy it would be acceptable to walk in and make a quick purchase of the phone without an appointment since I won't need help setting it up; my plan was to just take it home and do it remotely. After spending 5-10 minutes getting absolutely nowhere with the guy who claimed "Well I'm Ivan's Manager", I finally just said, look, can you just sell me the phone and I'll go home and set it up. He absolutely refused multiple times just talking in circles about making an appointment or going online (which already failed twice because Verizon's chat service kept dropping the chat and I had to start over from the beginning). It became abundantly clear that this "Manager" didn't want my business, or to conduct a sale so I told him I'm unhappy with Verizon anyways and will be going to AT&T. His response was that I should make an appointment and come back... Not only did he miss out on a $1,500 new phone sale, he also did a great job in pushing my desire to stay with Verizon right out the door. He was a complete prick about the whole situation and entirely useless as a business owner, a manager or an employee of Verizon. Verizon has once again shown they do not have the ability to give us 35-40% better amenities and business for their 35-40% higher price point. Ivan I hope you don't get chewed out for telling my girlfriend that I could try to come in and see if the store was too busy to make a sale. In the time it took your "Manager" to talk to me and tell me he couldn't help me and to make an appointment he could have closed a sale and kept a long time customer. This could have been avoided by someone being proactive and quickly saying "we are too busy to help you, but please make an appointment". Instead he stood there and argued with me for more than the time it would take to conduct a simple transaction. I clearly told him I was unhappy with Verizon anyways and would be going to a competitor and his only recourse was that I should make an appointment and come back tomorrow. My complaint will be going to Verizon as well since they lost a long time customer and over $1,500 in an immediate sale and probably the same amount since I've been considering getting the new iPad as well. Giving 1-star was generous considering my frustration . read more

Everyone is super nice here. They move relatively quickly and they are pretty knowledgable too. I bought a phone, tablet and a case for both yesterday. They are pretty much set-up but I'm going to return to them today to finish set-up. I always got to this location. Even though there are others near me. read more

Unfortunately I just had my first terrible experience at the Novato location. When u customer comes in and asks for help transferring service from one old ipad to new ipad( all purchased through Verizon), the store manager should at least try to help. He would not give me the time of day, sunglasses on indoors, just rude. He missed out on a sale as well, had I being given any customer service he would have gotten another new ipad sale. read more

Oh my gosh Henok was the best customer service experience. We brought in mangled phone orders (transferring 3 lines, orders were duplicated, had missing and/or wrong numbers) and Henok stayed with it to work through it all with patience and knowledge of what was needed. Then helped us activate phones - and bumped into Apple ID problem not of Verizon's making, but again stayed with us to make everything g work. Very knowledgeable very patient very creative/thoughtful very everything. Took 2 hours to sort through and he stayed committed and made it happen. Thank you! -Hallie & Mark read more

Don't bother trying to call. I spent half an hour listening to muzak on hold, wanting to ask a simple question. That was long enough for me to climb in my car, drive across town, park and actually walk into the store, with my call still on hold. Once I got there, people were super attentive and as helpful as possible, but if someone had simply picked up the phone, it could've saved me the trip. My question; do they still to repair work in house? Apparently not. They *did* give me a referral to someone that might be able to repair my tablet. That's the only reason for a two star rating instead of the 1 or zero I would've initially posted. read more

Blonde rude bad attitude staff tells me I need to wait an hour to even find out what my options are. Do I have an appointment for a retail store? Really????? Looked like they had 1 person helping customers on a Saturday afternoon. Verizon once again proving they hire terrible team members and don't care about their customers at all. Is this "premium?" You're sarcastic "have a nice day!" on the way out is the cherry on top of the shit sundae that is Verizon. read more

Having armed myself with a recent recommendation, I called and made an appointment with Jake. I'm sure there are other competent sales people there..but Jake comes with a prior "tech service guy" background and knows his business. The 3 of us switched to Verizon, got new phones, and had a smooth experience and transaction even though T-Mobile gave a few bumps on the highway. Thanks to Jake! read more

Verizon - Jake was an awesome representative! May 2019 - Mobile Phones Near Me - Novato, California

Stopped by Verizon in Vintage Oaks yesterday to get help on issues with my Samsung cell phone. Was helped by Henok Mahari. Henok was very helpful, friendly, and solved all my problems. read more

Absolute nightmare. I bought two iPhones through the Costco reseller and a couple of weeks two more iPhones from this Verizon store. The Verizon claim of a family protection plan to block numbers, etc. is a lie. The store and reseller personnel will agree or state you can block all phone numbers and websites, but you cannot. But that's not the worst issue. #1 the coverage is not much better than AT&T, which I had for years and wish AT&T was still my carrier. Verizon constantly messes up our bill and overcharges. Due to a family situation, I had to buy one phone out. I went to the Napa store after getting the details from a Verizon phone or chat rep. I paid $749 to buyout the phone at a loss and sold it for $600, about $50 more than Verizon would pay. Two months later Verizon charged me $982 to buyout the same phone. It turns out the Napa store guy, who had the phone I was selling in his hand, applied the buyout to the wrong phone. DO NOT BUY VERIZON read more

I've worked in customer service, so I really have no tolerance for poor customer service. This location really failed in that regard. First, the wait time can be long. This isn't completely unusual, so I was okay with that. However, once I was "helped", the person helping me was completely disinterested in providing me with a positive experience - despite the fact that I was upgrading my phone. I made it clear that I only wanted a new phone, and didn't want any additional devices, and yet he kept insisting on getting me to take a tablet. When I asked questions about what made one phone better than another, he couldn't give me answers, except to say, "Well I would just go with whatever is the most up to date". Great, real helpful. The real kicker, though, is that he would not help me set up my new phone or transfer my information from my old phone, simply telling me that it would be easy to do myself. And when I asked if I could trade in my old phone for credit (which I always do), he said to come back another day and walked away. So, I left, really frustrated with my experience. I came back to Redondo Beach today (one day later), walked into a store, and was helped with a smile. My new phone was set up, my old phone was traded in, and I was out the door in 10 minutes. Didn't seem like a big deal to help a customer out down here. Would I come back to this location? Absolutely not. Would I recommend this location to someone else? Absolutely not. read more

Visited this Verizon store to look at the Pixel 2 XL. Store was empty at 11:45AM. Guy at the door said we'd be helped. After hanging around the Pixel table for 10 minutes while three employees avoided eye contact and played on their phones, we went to lunch. Came back at 1PM to a busy store and were told 15 minutes. Looked more like 30-60 minutes, so we went home to order online. Call pleasant Verizon agent to answer a couple of questions and order the phone for in-store pickup. After the "it's ready" EMail, we went by to pick the phone up. No problem until we asked questions about trade-in phone and activation. Got a dismissive "read the manual" to both questions. Watched another customer get the same treatment. Make you wonder why these people are here? Phone support is great, but I won't visit this store again. read more

That was the ugliest service that we ever got in US!!!! We felt like we were in Dominican Republic where people do not even know what the service should be about! It was our first encounter with Verizon representatives since we decided to switch our service from AT&T to them and now we are not sure that we did the right thing. If you can go to any other location of Verizon DO THAT AND DO NOT GO TO THIS OFFICE, PEOPLE THERE DO NOT CARE ABOUT YOU AT ALL! We bought 4 new Iphone 11 pro max and it was like we came to farmers market to buy some potatoes, got our phones (they did not even care to open the boxes and explain how those phones work or what features do they have) and were asked to leave. All process took 5 min. We got outside of the store looking at each other with no information on our account or plan, or if our phones were already switched to Verizon, THEY DID NOT ANSWER ANY QUESTIONS! To all our questions were only two answers: "Go to website and find answers there" or "we have no wifi at our store, so you need to go home and get help from there with available wifi" The only thing that they were talking non stop is to make us to buy protection plan. if we asked something they switched to buying a protection plan and not answering any questions! They screwed up everything that we asked them to do, they do not listen at all, cut you half way when you are trying to explain your needs. We ended up going to San Bruno Verizon (we real professionals work) and only there we found out that our service request to switch to another carrier did not go through since wrong password was used, and they had to take care of that. We also found out that Novato office made a contract with a wrong person, not with our preference and now we have to take care of that as well. Besides all my family members have to spend extra time trying to learn how to use Iphones, since they used Androids before. In short, if you can avoid going to this office do that, DON NOT GO TO THIS LOCATION, THEY ARE A NIGHTMARE!!!! read more

I took a 75 yr old friend here today to get help transferring content from 1 iPhone to another. He explained his needs and the female spoke to him like he was a 20 something peer NOT like a 75 yr old. She was disrespectful and rude. She said the store did not have wifi and could not help him. I am very disappointed as I have visited this store several times in the past and been very pleased with the service. He lives in San Rafael and I told him of the excellent service I have gotten at this location and that is why he went. read more

After spending many frustrating hours on the phone & online with Verizon customer service reps, I went to the Verizon store at Vintage Oaks as a last resort. Leslie (her name tag said she was the manager too) greeted me as I walked in. I described my issue and she very cordially listened and said no problem - she could help me out. Leslie took my account info and within about a minute she had resolved the problem and handed me a post-it with the information that I needed. I was so, so, grateful and relieved. Thank goodness for helpful humans in real life! read more

I just had the WORST experience at Verizon in Novato at Vintage Oaks where they did a bait-and-switch. I was quoted a plan and phone a week ago but because my credit was frozen, I had to come back. I could have come back the next day but the service person did not work for the next several days so he selected April 1st for the rescheduled appointment, full well knowing that the "special" was not going to be good after March 31. Disgusting sales tactics. Way to treat the older members of your community who have disabilities and rely on you to treat us with respect and honesty. Karen S. read more

Bought my husband a iPhone 12 for his birthday. They told me I had 15 days after I bought it to return it at no cost. He wanted the iPhone 12 max. So we returned it to buy the more expensive phone. He never used it. All he did was open it as anyone would do as a gift. They then changed us a $50 fee. They said they would go in to the back room to see if the manager would wave the fee. The manager said NO! And charged us $50 for return the non used new phone. I will never go here again. read more

Great sales experience with " Louis Davis" as our sales rep at the Novato Verizon! New I phones and I pads! We are starting the holiday with many treats in Santa' s sleigh already!! read more

Verizon - Mobile Phones Near Me - Novato, California

My mom went into this Verizon store to purchase a new phone, and she was treated horribly. She was sold a phone, and it was never set up. She was told the store did not have WiFi, so her phone could not be set up. Ridiculous. She had to go to a different Verizon authorized store in Petaluma just to add the phone to her account. read more

My wife and I have been in and out for the last 2 hours trying to get anyone to help us. Holy shit, this is an amazingly terrible experience. I'm actually typing this on one of the stores iPads while actively being ignored. A good start on improvements here would be to bulldoze this place down and start over. Run away! read more

I got there on a Saturday morning about an hour after opening. My mother and I were helped almost right away by the most informative and helpful salesperson I've ever encountered in a phone store- Jarrod. I come from retail myself and understand that you work for a business that needs to profit, but also provide comprehensive assistance. He offered us a few things to add with my upgrade, some I bought, some I didn't, but he did a great job explaining why each would be important and I appreciate that. He was also extremely patient in helping me get my upgraded phone together for contacts, cloud, etc. Thank you Jarrod! Verizon should hang on to you as long as they can! read more

The Verizon rep tells me she needs to speak with her manager regarding my request. She disappears into the backroom, comes out many minutes later to inform me the manager said no. I asked if I could speak with the manager and she she says :sure", turns around to the man standing behind her (that manager) and asked if he could help. (to be clear, he was standing there the whole time). That is a slimy trick pretending to talk to some one and just disappearing into the backroom. Very dishonest. I spent 3 hours in the store today. Not happy. read more

Today I had the most pleasant experience at Verizon in Novato at Vintage Oaks. First their Covid-19 protocols were exceptional. It was apparent that a lot of thought went into the process of serving the public and I greatly appreciated it. Second, Hanok. This young man provided excellent customer service, he was polite, pleasant and knowledgeable. This type of service brings people back and represents the organization in a very positive light. It was a real pleasure to have interacted with him. If you're looking to get something done with your phone, Verizon Novato is ready to serve you. Great experience today. read more

lousy customer service experience in the past. Today not busy there but the wait was over 1/2 hour. Took walking before me even after I registered in and was put on the list. I dread coming here, but it's the only Verizon in town. read more

A Verizon customer for years upgrading phones with increased capabilities, so I stop by the Vintage Oaks Verizon store. My Samsung S4 had become balkie, slow to open apps email etc., Henok Mehari greets me and he looks over my phone. Can't find anything wrong. I ask him which of the phones has the fastest processor, battery life that wasn't an iPhone. Resisted going over. Too long a story but Henok was very thorough and educational. No hard selI simply presenting capabilities. I would do more research and come back. Came back for iPhone. Even though my term wasn't up Henok explained the new deal where you buy the phone but get a monthly credit and it is a wash. Great service, customer-centric and very personable. I highly recommend Henok and Verizon. read more

So I went to the Terra Linda location today and was turned off by their customer service. Basically, I didn't get the help I needed and was advised to go to a bigger store so I took the suggestion and went here. I have been here before in the past and I wasn't pleased by their customer service however, I feel that a lot has been done to turn this store around. Today I was helped by Janina, who was the sweetest most understanding person of my unique situation. She was able to answer my questions and truly help me even though she has only been there a few months. I ended up leaving a very satisfied customer. I will return to this location next time for all my wireless needs! read more