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

Went in this morning to upgrade my phone and was not greeted by either of the two men who were available. When I walked up to one man he failed to smile or say hello, just asked for my driver's license. When I told him I was interested in upgrading, he asked me what phone I wanted. I told him my Motorola Droid was slow and hung very often and asked him for suggestions. He couldn't answer my very basic questions and finally told me to go home and do my own research. Why the heck is this guy working at Verizon???? read more

I went in this past weekend to try and buy a case for a recently purchased phone. 1 employee was too busy flirting with someone to help customers, 1 was telling an extended story about some video game to an obviously uninterested elderly couple, and 1 was a legitimately helping customers, but was too far into paperwork to be of any help. No greeting, or acknowledgment from any of the employees to any of the customers needing help the 15 minutes I was there. 2 couples left in frustration while I was there, I left soon after that and purchased the case from Staples instead. I would recommend trying a different store or a different carrier. read more

I went in today to return some AirPods that I bought on 15 December I was told there is a 14 day return policy so I am one day late for the return so there's no budging on that and he said I can exchange it for something more expensive, no thank you I don't want something more expensive I just wanted to return the freaking iPods ! I guess it's too difficult to do! I have to say that the young African-American gentleman that was helping me was not quite a gentleman, he was kind of a dick!! Yes I realize returns are not the favorite part of any retail business but it's also not the worst part the worst part is dealing with nasty customers and I was not a nasty customer, you didn't even ask my name you didn't ask me how my day was you were just a rude little punk read more

The home fusion did not work out for me. In the first 3 days it said I had used more than 5 gigs. I was so concerned that I disconnected my computer, the cable boxes, my ipad and turned off my phones for 3 days to see how much data I used if any.. I should be zero right... NO!!!! Try 2 gigs!! 2 gigs and I didn't even have anything turned on!! What a rip off!! So four days into my service I call and cancel. They said I would get a fed ex box the following Monday to return the modem and router in... That was on the 1st. Today is the 14th. I have been to the store once and called customer service 3 times!!!! The last time I called the representative said he would call me back the next day to confirm I received the box from Fed Ex.. That was yesterday... Guess who didn't call? Guess who did not get the box to return the home fusion... Guess who is going to drop all 3 of my Verizon lines if this doesn't get resolved in the next few days. I cannot even imagine what my bill is going to look like after this debacle. VERIZON HAS THE WORST CUSTOMER SERVICE IN THE WORLD. read more

I have had great experience working with one particular salesperson, Janina Horwitz, at the store. She has been very helpful, knowledgeable, polite, professional and accessible. I typically set up appointments to see if I need any assistance with my iPhone and have referred several accounts to her. Today, however, Janina was not in. My wife just returned from visiting the store today completely frustrated and irritated. When we met with Janina to upgrade her phone to the iPhone 5s, her phone was still downloading her photos/videos and Janina mentioned to her to stop by again if the download was not complete. She stopped by the store because it's been "downloading" since we purchased the phone. She asked to see her but the "Solutions Manager" (on the name tag), whose name we do not know because my wife was too agitated with him, promptly told her that Janina was not in and that she wouldn't be able to help her anyway since it's an "Apple issue". He told her to "take it up with Apple". Learning how to use the phone's features and functionality is an Apple issue. However, Janina and, I would imagine her colleagues, are well-acquainted with the general use of the phone in their capacity as agents selling the phone. Janina has demonstrated a proficiency in using the phone with me and has always been very helpful and accessible. When she invited my wife to return in case she continued to have a problem with the downloading, my wife felt she was in good hands. It is very unfortunate that he treated my wife in this manner especially when she specifically asked for Janina. You would think that a customer specifically asking for a specific Verizon representative implies that we have done some prior business with Verizon and would expect some courtesy. The "Solutions Manager" needs to be reassigned to the bench.... read more

AVOID THIS VERIZON STORE! Terrible customer service and equally terrible management. I went in after my Android died to buy an iphone. I did not have my photo ID with me so these guys refused to sell me a phone! My husband was with me and not once did they suggest I go call Verizon and add him as an authorized person on my acct. This simple phone call completely resolved my issue when I called Customer Service after leaving this place REALLY pissed off. These guys simply couldn't be bothered with suggesting this in the first place. Even after speaking with manager, they simply couldn't help me come up with a solution. SO, after making a call to Verizon Customer Service, we went up to the Petaluma store where we were treated very well. My husband simply showed them his id and all was fine. Jonathan sold me an iphone, and a bunch of accessories, set me up with a cheaper monthly service plan and transferred my contacts, put on my screen saver, etc and totally dialed me in. The long and short of it is It's definitely worth the 10 minute drive north to Petaluma to get the service these guys in Novato simply cannot provide. Don't waste your time or energy at this lame Verizon store. Will be surprised if they last a year! read more

Again, I am happy to report that I had a quite pleasant experience at Verizon in Novato! On both of my visits, on 7 March & 14 March, I encountered a very friendly and engaging as well as professional person by name 'Henok', who very patiently listened to my concerns and resolved my problems without any difficulties. It did take a phone call by Henok to Verizon to clarify my final bill, and at the end of the call all was well and I left a happy customer. I fully understand that everybody's problem can be of a different nature, and having worked with the public for many years, I have learned that it is difficult if not impossible to please everyone. However, if things get tough at Verizon, I strongly recommend you ask for 'Henok', who will resolve your headaches professionally, quickly and with a smile! My recommendation, without reservation!! read more

Afraid I have to agree with the other negative reviews. But then, I cannot really rate the "service" because I never received any. First time experience: walked into the store and was asked for my phone number. Silly me! Thought I was being helped. Nope; was being added to the wait list. And then was told there was a 1/2 hour or more wait. When I asked, was also told that this was the regular, typical wait time for this store and that, if I came back some other time, I'd wait just as long. Seriously? Wait more than 1/2 hour so someone can sell me something? Seriously? Unlike previous reviewer, who stated they had an appointment, I was told the store did not set appointments. And Verizon is supposedly the top-rated wireless company for customer service? Been a Verizon Wireless customer for 10 years. Walked out; went to T-Mobile. read more

After a few trips to this store, I wanted to thank Luis for his patience and excellent customer service. I was upgrading my phone & shopping around for an upcoming birthday. I went back after the initial visit because I had changed my mind on a few things. He was very patient & quick to resolve the multiple exchanges & update my services. I also want to thank Jake & a young lady for all their help. (Sorry I cant think of her name). I appreciate everyone's help. read more

My husband and i were ready to upgrade both our phones and the first thing the manager tonight told us was that there was not enough time to do a consultation so essentially if we knew what we wanted great, if not then it would not be a good time because they were closing.hmmmm, upgrade to two iPhone 5's with equipment and a lot of stuff we don't need about $600 out of pocket really? Yah, Petaluma or Napa tommorow. read more

Bad experience. I went in to activate my new phone something I'm sure all of them are trained to do and I end up walking out of the store thinking my phone is active only to get home and find out it's not. I ended up calling Verizon customer service to get it activated so a big waste of my time going in. I recommend just calling Verizon wireless directly and not go in. If you have to go in person I recommend going to target or Costco and talking to the reps their. Also always make sure that if you have any paper work for like trade in or activation ask them to print it out. I made the mistake of asking it to be emailed to me and their reps never sent it. I had to go back in and ask for the paper works myself!! I get people make mistakes and no ones is perfect but management didn't even offer anything for my lost time or gas! read more

Paul, the manager at the Novato Verizon store, was fantastic. My friend has severe electromagnetic hypersensitivity which makes it extremely challenging for her to be around technology, as it burns her body. He went above and beyond to help her get a new iPhone and worked around her disability. He made what could have been a painful nightmare a quick and easy process. We are very grateful. Thank you!" read more

Everyone is super nice and very helpful here. I had the great pleasure of working with Samantha and she helped me with transferring my phone from Sprint to Verizon. I thought I wasn't able to do it but she carefully guided me through the process and explained everything to me thoroughly. Will definitely come see her in the future and I highly recommend everyone to do so as well! read more

Hands down the worst customer service I have experienced in a while. One would think that a customer who pays over two hundred dollars a month would at least get the common courtesy of being told the truth before waisting an hour with the most incompetent staff I have ever dealt with. No wonder people jump to t mobile..... Very unhappy read more

Had to go back to this location for maintenance on my tablet. The gentleman w long braids recognized me and would not help. He's the one I talked to about the situation where they wrongly created an account that adversely affected my credit. Just was no help at all. I will drive out of my way in the future to avoid this store. read more

I'll never go inside this store again. Terrible experience. I have been going to this store buying phones and tablets for awhile now. Never again will I enter this store and I will urge everyone I know not to go thier either. The people don't know thier stuff and training and management obviously is sorely lacking. I was asking for thier help in something pretty simple--porting a number from the old carrier to a new Verizon phone I just bought. Unfortunately , I made an error in the password for the old phone. I am sure I am not the first person in the history of Verizon to do that. Unfortunately, the store employee I was working with had never transferred from the old carrier, and was convinced, wrongly, that I needed some other account number. I verified from Verizon customer service and another store that is not the case and that there is a simple solution to this problem. Unfortunately the person I dealt with took the attitude it was my problem and that there was nothing they could do. I asked if anyone else could help since she had no experience with that carrier and she continued to basically tell me they could do nothing more, and that is that. I can understand that a store employee may not be fully conversant in all of the issues impacting phones. What I cannot understand is why an employee is not trained to escalate if they have an obviously unsatisfied customer . Furthermore, there were other associates standing around and none of them offered to help either. The message was clear--we are happy to take your money and sell you stuff, but if things do not work out, you are on your own. Fortunately, Verizon customer service was excellent. They were aimed at finding a solution and listening to the customer. Turns out it was a pretty easy solution, even though the folks in Novato were clueless. Any rate, save yourself some grief and go to another store where they treat you like a human being and they know what they are doing. Its not pleasant being presented with a brick wall when you are trying to find a solution, and the no one at the store is willing to help. It is understandable that not everyone in a phone store knows everything, but they should know that if they cannot help a customer, then try to find someone who can. read more

I've had great experiences every time I've been in there, but then every time I've been lucky to get to deal with the same person, a very nice and smiling woman. The service she provides is impeccable. I wish I remembered her name. I think I will go back and find out and then edit my review. read more

The previous manager here was the most unhelpful person... my wife and I walked in about an hour and a half from closing time. All the employess were just chatting in the corner. No one greeted us. We came to resolve a stolen phone issue. The manager simply turned us away and told us to call another number, didn't offer to give us said number even. One of the employees got it for us and was helpful and pleasant. This manager does not lead by example. Im giving it 3 stars and not 1 because I was just in the store again and there is a new manager who was absolutely delightful. She had spot on customer service, greeted everyone right away, and was fast and thorough. Hopefully she can turn this store around. read more

This was my best experience at any phone store ever. Manny was super helpful and patient. He got my new phone up and running and even spent time helping me reset various accounts that I hadn't been able to recover in years. I'm pretty dense with Apple devices so his help was very much needed. ;) read more

Bought an iPhone 6 on edge up. Two months in -phone not working correctly Son brings phone into store at vintage oaks Instead of advising him to contact insurance or go to apple to get replacement. They had him pay $650 to pay 75% of balance due on phone and then took the phone and shipped it out. They then opened a new edge up plan for an iPhone 6+ and he owes $959 over two years ! What the hell. This is robbery ! We came in next day to reverse and get old phone back and have been given run around For over two weeks! Samantha was sales rep. Manager Alonzo doesn't follow through or call back. Recommend going to Hamilton location as it is privately owned and honest. read more

DECLINDED SERVICE FOR SHOWING MY DISABLED VETERAN'S ID CARD, INSTEAD OF MY DRIVER'S LICENSE. Went to the Novato store two days after Veteran's Day to get both of my sons new phones. I had just purchased two Galaxy S5s about a month prior, one for myself and my for wife. One son was upgrading his iPhone to a 6-Plus and the other upgrading his Galaxy S3 to an S5. Long time customer and frequent visitor to this store. The girl helping me asked for ID. I had never been asked to show my ID before and this same girl helped me just a month prior without asking for an ID. I did not have my DL, so I showed her my Disabled Veteran's ID card. It is a Picture ID, with my SSAN and DOB displayed. She said, "Sorry, I cannot serve you without a valid DL." I said I did not have it with me AND she had just helped me buy two phones not long ago, without having to show any ID. She stated that it was company policy to accept only a valid DL and that my Veteran's ID card was not a "valid ID.". On my way out the door, I mumbled "Bulls@$#" under my breath. The Manager, who had overheard our conversation, was sitting on a bench near the entrance, talking to a customer. I did not mean for them to hear me. The expletive was not directed at any person, merely the situation. The manager said to his customer, "What a way to bring your children up, huh?" So, not only was I turned away for ONLY having my Disabled Veteran's ID Card, I was insulted on the way out the door, in front of another customer. I called Verizon immediately. I got a Customer Service agent on the phone, who after hearing my treatment got a Regional Manager on the phone. They were appalled at the treatment and assured me that it is not Verizon policy to ONLY accept a valid DL. They were embarrassed by the fact that a person who had given so much for his country and had the ID to prove it, was turned away, just two days after we honored our Veterans. I suppose that we Vets only get one day a year for a show of gratitude. It is the only day when I hear someone say, "Thank you for your service to our country." I ended up getting my two phones online, tremendous service from the personnel on the phone AND a Veteran's Discount on my plan. The people in the store are the ones who should be embarrassed AND they should be ashamed of themselves. read more

Do your research before going to this store. I should have check out Yelp before going in this store. The customer service sucks. Meaning the manager. Check out Radio shack or Walmart. better pricing. read more

Recent vist to bth the Novato Costco adn Verizon Phone store showed that the Phone Store was far and away the real professionals. The staff at he Verizon store were curtious, preofeesion and helpful. After visting ther Costco phone kiosk and being treated very rudely by the young man there I waited in line at the customer service desk for a long time to complain - the wait was so long long I gave up and left. I went back the Verizon store. After taliing t afried that has been in the costco store a number of times - as he bught his phone from them a number of mknths ago - he told me they were rude and unhelpfol such that he would never go back to a Costco Phone kiosk again. read more

I needed help activating a phone so I went into the store. I was greeted by a friendly person that put me on a list. After a brief wait Rachel G. helped me. She treated me like her best customer of the day even though she knew there was no potential commission from my visit. I do not live in Novato but I was in town for business purposes. I would actually consider making the trip to this store because the service was better then any of the other Verizon stores I have experienced. read more

Went here to get my iPhone screen replaced and I was pleasantly surprised. Manager Yung was awesome. I left a voice message because I had questions about the service I requested. Yung called me back. I went in and Yung helped me and remembered our earlier phone conversation. I asked for change for the parking meter and Yung gave me the change, not even exchanging my dollar bill. Great price on the repair and a low pressure sales technique. One of Yung's employees, who did my repair, also sold me a protective screen sleeve and was totally personable and shared personal stories about his experiences with the product. This place gets 5 stars in my book! read more

I know timing is important since my husband and I walked into the store shortly after it opened on a Saturday morning. We were fortunate to have Jarrod approach us asking what he could do to assist us. Having been with AT&T for many years we decided to switch to Verizon to take advantage of 15% discount offered and better service. Two hours later and 3 new phones on a new plan we left well informed and very happy with Jarrod's attention to detail, informative but not pushy, and patience. I highly recommend Jarrod at this store. read more

Jarrod was so patient. We/people go there to solve problems that we can't alone. We already feel a little stupid and just not up to the challenging tech changes. I know that I'll never be as smart as my phone. In the same breath, I would like to improve as my phones do. I had to go see Jarrod a few times without buying a thing. He has been so kind, never making me feel dumb. When that S-6 comes out I'll happily buy it from him. Thank you. read more

We got an email saying we were eligible for an early upgrade at our store or online. Made a reservation online, and went in to look at phones. On arrival the guy checked us in, and when we said it was an early upgrade, he asked if we wanted to use Edge. Nope, just an early upgrade. Then we waited an hour (until about 20 minutes PAST our appointment time), for someone to finally help us. Reggie graced us with his presence for long enough to tell us the only option for early upgrade was the Edge program. My fiance pulled up the offer on his phone only to be told we were reading it wrong and it was an Edge offer. No, not is not. Upon reading it a second time, he was forced to agree with us (so much for always assuming the customer is right), but said there was nothing he could do for us anyways. No apology, no checking with a manager to find out if there was anything they could do, nothing. First of all, why leave people to wait for an hour when you could easily see if they are eligible for an in-store upgrade when they arrive. Second of all, not honoring offers which are in black and white, is completely ridiculous. I went home and ordered the phone online with no problem, but I don't appreciate wasting my time, and the lack of customer service is pretty appalling. Verizon should be embarrassed to operate stores like this. read more

Nope. Stay away. Poor customer service. You should also avoid Verizon's phone replacement policy. I had a Galaxy S5 that needed to be replaced 3 times. They just re order you another busted replacement phone. read more

If you need Verizon phones and service go to this location.they figured out how I could get a new Samsung S8+ for less than my current contract that was just ending. My Samsung S6 had just given up operating correctly. It kept rebooting . I could not get the same service or deal at Costco or Best Buy and I like both of them. I was out of the store in less than an hour with a new phone that had all my contacts and apps working. Make sure you get their help setting up your phone at that time. The store in Corte Madera is too busy and just not as good. I had three different salespeople help me to expedite it. All of them were low key. They have the patience of Job Also got to watch baseball while waiting. I am one of those geeks that can be a real pain in the butt and demand instant service, like when i walk in there can be no waiting.and screw the other customers. My New York personalty. I have had a cell phone since 1984 when Cellular One started and the phones have evolved into my portable computer. The Samsung S8+ has amazing functionality. I travel all of North America and Verizon is the only carrier, and I have tried them all at various times, that you can start a call in San Francisco and end it in Reno or go from up-state New York to Montreal without it dropping the call or the Google maps application works in any location in Glacier National Park ( Critical when running out of gas on a road that has a 6 foot snow bank) or works in Jackson Hole when all the power is off for 2 days. read more

If I can give a negative score then this would be the time. I have never felt so humiliated and disrespected at a store and have been a customer for Verizon Wireless for so many years. Management is poor and so is customer service. Why did they put this store in Novato anyway because there was no value added or any my concerns/ questions answered in a professional manner. So disappointed and I am not the typically yelper. I just needed everyone to know what a lackluster experience I had with the manager and the intimidation tactics used to scare me off on other plans, services, etc. and I actually had to call up Verizon Wireless customer service to get things done because these folks misinformed me and what I needed to do. What a mess! read more

Great employees, friendly service, and very efficient! Couldn't ask for more.

While waiting in line for 25 minutes (6th in line... only 4 people in the store) to get some help buying a new phone I witnessed one of the worst displays of customer service that I have ever seen. A lady was trying to get help with a problem that she was having with her phone. The (self confessed) manager was verbally berating her and dealing with her complaint in an extremely noxious and abrasive manner. At one point he told her that if she continued with her attitude and didn't listen then he was going to ask her to leave the store. In my opinion, she did not have a bad attitude. She was however upset, and I can clearly see why. Anyone being treated that way would be. She asked for the regional managers name and he aggressively told her that he would not give it to her and that she should leave. She went away with another sales person who was supposedly going to help her talk with customer service on the phone. She came back to the manager and asked him another question about her billing and he flat out said "I'm not talking to you, you need to go away, I've told you I'm not helping you". I decided that, if I was to go ahead and get Verizon service, there was no way that I was going to have to deal with this store in the future and so I left. On my way out, the manager, who was doing absolutely nothing at this point in time, asked me if I wanted to make an appointment! I said "No thanks". I went straight down the street and got a phone and service through AT&T. Unbelievable. I also felt compelled to report the event to Verizon customer service via telephone. read more

This store has the WORST customer service of any Verizon store I've ever been to. The only positive is the greeter "Paul" who is very friendly and personable. The other employees, including the "manager" could learn a thing or two from Paul about how to treat the customer. I'm in the process of writing to the CEO of Verizon to see how interested he is in keeping me and my family in their network. read more

Just moved back from the UK. Got wonderful service from Jason Slinsen. He took the time to set us up with 3 new phones for our family making sure we got just what we needed. Thank you. read more

Jessica E., Assistant Store Manager, was so helpful. My wife and I are older and we could tell that Jessica took time and extra care to help us. This was our second visit to this store. I simply want to say thanks for the great service. read more

Super customer service. Friendly, knowledgeable, helpful.. They even offer you bottled water. Pretty sweet experience. Glad I'm not with Sprint anymore :) read more

I went in to Verizon in Novato on Vintage Way, today 1-13-17. I ordered a new phone & wanted to get a tempered glass put on it and transfer my old phone's information to it. I was 'greeted' if you want to call it that, by a young man. He put me into his tablet & said there would be a wait....there were only a few people there, so I asked if it would be long. He seemed to get irritated, and just repeated there were two customers ahead of me. Being my only day off this week, I had a few errands to run. I asked if I had time to run to Petco, which is in the same shopping center. He repeated there were two other customers ahead of me. I then asked Yes or No? Will I have time. He again said there were two other customers ahead of me. I then asked if that meant no!? He then said No. Very frustrating. I then waited 40 minutes for those two customers ahead of me. When another young man helped me, he acted like I was a novice at a smart phone, he also spoke so loud, he hurt my ears. I had to tell him I was able to hear him. I am in my mid 50's, been using a smart phone since they came out and my hearing is fine. He then said to transfer would take an hour....it had never taken an hour before. I left there very irritated, only got the tempered glass on my phone and wasted a good hour of my day. I hope I never have to go there again! read more

Worst experience ever. The guy that assisted me (help is not in his dictionary) was unable to find a solution to my problem. He was insincere and arrogant. read more