Came here yesterday because my significant other of 10 years passed away and I was told on the phone in January that the line was cancelled but I needed to bring a death certificate in to remove my significant other from the account. Yesterday was horrible customer service, was not given one condolence and they did not explain the process to me in any way. Then they said I needed a new account but my credit is locked so I unfroze it. Came back in today to get the issue taken care of and was told , the line was cancelled. I can't tell you when or if you'll get charged again this month. I tried to call Verizon as instructed and was told I can only remove the person from in the store. That I was just turned away from, again. I have had Verizon since I was 12, I am now 36. I may be switching. Horrible experience, especially someone who is actively grieving. read more

Terrible customer service . The lady that helped today she being rude and racist. She doesn't want to help me to order new iPhone 17 pro max she act like she doesn't want to help me . she look at me like I don't have money to pay for the phone she even tell me you make sure you have money in your account to pay for the phone . She's really rude and suck. read more

Should be minus one. How could anyone in their right mind use Verizon:??? It is the worst phone provider I have ever had in my life, and I am 66. I have had Trackphone, Safelink, Truconnect, Assurance, AT&T, and most recently Metro (which was by far the best)! I only made the decision to switch because I am now sort of out in the country and my signal wasn't that good. I had the phone and internet package. The home internet worked...much more expensive ($90) than what I had previously paid with AT&T ($30). The phone they sent was never activated. I had to drive over a hill for 60 miles to their corporate office to attempt to get it activated and change my phone ($50) restocking fee. Still didn't work. Tried calling them over and over, getting the same AI non helper nonsense. Finally, I threw in the towel and gave up on it completely, sending back the worthless phone and the modem via UPS about three weeks ago. Unbelievably, I get this message today from them. "If you are returning merchandise, please use the following instructions", as they sent a label. I returned the phone and modem 3 weeks ago to avoid the $869.99 charge. They have to be the most disorganized, ineptly run company I have ever seen. What a pathetic group of absolute morons. read more

I've been a customer for 19 years I walked into the store and one of the male employees who refused to identify himself so that I could file a complaint with corporate was extremely rude. I walked in trying to explain my situation and before I could even get a word out he said are you gonna keep talking or are you going to interrupt me first of all? That's not how you speak to a customer especially one that's been here for 19 years when I asked to speak to the manager because I didn't want somebody that rude helping me, he called the manager over and I asked if he could find somebody else to assist me. He told the manager don't worry about it. I got it. The manager continued to stand their dumbfounded and let the rude employee continue to be rude. I told him that I had some other business that I need to get done, but rather than complete the transaction I just wanted to return the phone and cancel my service to which the kid did. Once I cancel my service, I asked for a receipt. He said our printer is broken, but I can give you a digital receipt. He handed me the tablet that he was working on for me to put in my email address. Conveniently after I put in my email address, a customer satisfaction survey popped up when I asked him for his name again so that I can fill out the survey. He jumped over an attempt to grab the tablet out of my hand. I told him that if he didn't get out of my face that they were gonna be bigger issues. I told him that I was going to fill out the survey and he wasn't going to stop me I told him I said Verizon doesn't want people like you working here who are rude to their customers who have been here for almost 2 decades. I'm filling out this survey. I filled out the survey, but he refused to give me his name, doubt it's gonna do any good and with the looks of the way the store is rated. I doubt this review will do any good Do yourself a favor find another company Verizon just ain't it no more read more

I came here for an appointment I arranged ahead of time and when I came for it they told me it was too late. Why would the appointment be given if that's not an option. Edwardo didn't really help me in my situation but instead offered me a different appointment. Of course I took it because I have no other choice but I don't think that was acceptable costumer service in my opinion. The store was still open for an hour I was able to make this appointment for this time so why not honor it?? I should have looked at the reviews before making this appointment at this location. read more

I came to this Verizon store because I was told it was a corporate store and they could assist me. My phone card went bad the other day and Verizon shipped me a new phone because it was having issues as well. When I came into this location I met Porter. He had a cool tattoo on his hand. He was very kind and helpful for what I needed. He walked me through the steps to get to where I needed to go. If I'm ever in this area again, I'll be sure to stop by to say hello because Porter made me feel very welcomed and solved my issue very quickly. Thanks Porter! I hope to see you again read more

I dropped my phone and the screen cracked. I brought it to this store where I bought it and told Amadeo, who helped me, that I needed a new phone which I was ready to buy. He took my phone, examined it and said that it was fine; the screen protector was cracked. He replaced it and I was through in fifteen minutes. His was polite and professional but his honesty impressed me most. read more

Other staff were friendly but the manager was terrible. I'm sorry I wasn't there for him or his team to make a sale. I came in there a couple of months ago at the Fourth Street corporate store in Santa Rosa, to get help with a problem I had with my order made online. I told him I received a box delivered to me that was empty and that Verizon Customer Service over the phone was telling me it's delivered and they can't do anything about it and they told me to file a claim, but it keeps getting denied because they show it's been delivered. I went to the store to seek guidance and help and one of the staff referred me to a manager and said that he couldn't help me "they don't help online orders." he was blaming me why I ordered online when I could've went to the store. - that was a selfish and an unhelpful remark! That wasn't gonna help me. It felt like he didn't want to find some way to help me or care about my situation. He wasn't gonna help me. His tone was condescending. I think his name was Israel or Ishmael. That manager needs more Customer Service training and how to be more empathetic to customers and try to learn ways how to find a solution for customers that walk in the store with problems, and treat customers kinder as if we were his relative. I'm sorry I didn't buy anything from him but then again I don't think I will and I don't recommend going to that store. I ended up going to the one in Petaluma. WHAT A HUGE DIFFERENCE!!! They went above and beyond, called customer service again and again for me, put some kind of flag and allowed me to get new phones with them. Sometimes when you're given the same problem as your colleague, if you treat the customer right, you'll be successful. This situation had two managers, dealing with the same problem, only one had taken the path of empathy, problem-solving, and taking ownership and had done it correctly. That's how you be successful in life and not just in sales. (30 years sales experience). read more

This is about Asurion, the insurance company that works along with Verizon. I received a replacement iPad and I didn't notice until too late that there were Sharpie ink pen marks all along the back of the iPad. I don't look at the back of my iPad much, and now that I noticed it it's too late to get a replacement. So now I have an iPad that a 14-year-old doodled on. Asurion or Verizon: why is it OK to send that to a customer as a replacement? I understand refurbishment and that those aren't new products but something that's been doodled on with a Sharpie? That's showing extremely poor choice for a replacement iPad. read more

This Verizon branch has always met my needs when buying a phone, making changes to my account, and helping solve a problem. Store is often busy.  I've had to wait up to 20 minutes for a associate to greet and help me. Fact of life, no problem. I've been a Verizon customer since 2011.  Was an AT&T customer previously and quit them because of too many issues with the over priced phone plans, poor cell service, and unsatisfactory issues that never got resolved. Despite lots of advertising by T-Mobile about cheaper voice & data plans I have no desire to leave Verizon. If it ain't broke, don't fix it. read more

Lies and lies and lies and lies and false promises. The Coddingtown Way Store does N O T pick up their phone E V E R. Instead, they let their calls roll over to an off shore call center. I called the store, was connected to corporate, spent H O U R S on the phone transferring 3 lines, and establishing a new line. Total of 4 lines. Purchasing 2 phones. I was told that the store in Santa Rosa on Coddingtown had them in stock, and I could pick them up today. I completed the purchase, was transferred to port-in, and discovered that I could not port my numbers in until I picked up my phones. I waited for the email concerning my phones. I called the store that they directed me to, was sent to the off shore "store support" and one guy told me they would call me back "immediately". 45 minutes later, called again, got another off shore guy, who told me "The phones in the store are for people who walk in. This is not a corporate store, this is a Victra store. You'll have to wait 5-10 days, and then you'll get an email." How f'ing nice, huh? Liars. Liars. Liars. Liars. And no call backs from the store. I do not know how these folks can stay in business. On a scale of 1-10, I give them a -10. Be warned. They are flakey liars. read more

Just went in to pick up a phone that I ordered online but the order was nowhere to be found! According to the sales associate I canceled the order, which was never did. He was going to help be buy a phone there but the one I wanted they didn't have in stock anymore. It's annoying how you can't even go in person to have someone help you because he told me that it would be better to have it shipped to my house, Yeaah which no one is home to sign for it so that's why I preferred in store. After I left I called customer service, turns out I didn't canceled but the store did after they told me it was ready for pick up! I didn't get the guys name but he needs to work on his customer service! read more

Unbelievable... Doesn't seem that they want my business at all. The person who greeted me when I arrived did not tell me what he was doing or why or how long the wait would be or that they're even would be a wait... nothing... Just treated me like I was the one who didn't know what I was doing... Whereas I think if this is the first in-store contact as you walk in the door. It oughta be more helpful and more friendly. Think I'll go somewhere where they would actually want my business. read more

Kinda wondering why, at a phone store, y'all don't seem to know very much about them? I've brought my samsung in twice now (after purchasing it there, mind you). The first time the guy I spoke to had no idea what was causing the quick battery drainage and essentially told me to just keep it in dim power saving mode 24/7. Left with no answers and a phone that still must be charged up every 2 or 3 hours. The second time, 2 days ago, I came in with a serious issue with my apps. ALL of them were mysteriously crashing due to the new android update, and the guy I talked to this time not only couldn't solve the problem, but told me there was NO WAY to solve it. I asked if I could buy a new phone and he said ALL android phones were currently doing this so that wouldn't help, and they were just waiting on info from the makers as to how to fix them. I found this pretty illogical seeing as how there's actually a simple fix for this software snafu in the newer galaxy phones. It was just my S7 being an A-hole because it's old and functions differently. Anyway, we took it to Best Buy and this kid at the Geek Squad counter solved the problem in five minutes flat. So thanks for nothing Verizon. Please, for the love of god, hire some employees who know your products. read more

Got in early morning and was greeted by Selena who helped me with getting my SIM card switched out and activated since I recently migrated to Verizon. There was some minor issue with my former network that I had to go home to resolve since my internet connection was acting up. Selena and the other gentleman associate were great :) read more

This is the worst customer service I have ever had I told them I wanted to upgrade my phone and the lady just gave me bad news and honestly did not seem like she cared about getting me a new phone the Verizon at coddington mall was way better and takes care of there customers! read more

I switched to Verizon for internet today...after 20 years with Comcast. The set up was easily done by me in 30 seconds. I have awesome internet speed (better than I was promised) and the customer service people were non accented and very professional. I can recommend Verizon. Ps...I was dog tired of Comcast's foreign reps who barely spoke understandable English. And Comcast is too damn expensive. Dump Comcast...EVERYONE else is better. I suggest Verizon. read more

This location is good and the customer service is amazing. Very friendly employees as well as knowledgeable. Last time I was in here I was having issues with my iPhone 12 Pro Max. Ended up needing a new SIM card that I surprisedly didn't have to end up paying for. But I definitely recommend this location. read more

Ridiculously BAD ! I'm a senior with spending power and these guys did nothing to assist me. I live over 30 min away so it took me really trying to figure this out on my own before going back in. I just had a few questions on "how to" ... and the salesperson let me know if she helped me with apps etc that I would need to pay the $29.99 fee for assisted set up. Also the gentleman I purchased the phone from 3 weeks ago was taking with another employee and overheard our interaction and did not step in. I am looking to see what to do to return the phone and buy a different one when I get to Wi in May. I will not be going back. It is not verizion but rather the sales staff at this location that did such a poor job. Folks go to the mall or a different store. read more

Absolutely terrible. Every interaction with this store is frustrating. If zero stars was an option, I would choose it. From terrible service, garbage refurbished replacement phones and inability to assist me in any way that doesn't benefit them monetarily, I am left dumbfounded by this place. Zero stars, and a heavy facepalm. read more

Verizon's customer service and once the best in the business, has dropped into negative category and this includes their new 5G I'net service. I have 3 phone lines and the cellular service and after a year of complaining suffer the same intermittent service. NOT RECOMMENDED! read more

Unhelpful. Scheduled an appointment to speak with someone in person regarding a promotional offer that wasn't being applied to my account even though I was eligible. I had originally tried to speak with a rep over the phone but was directed to go into a physical location because the link they sent wasn't working. Received no help even though account notes stated exactly what I needed and I was sent back to a rep over the phone and again was referred to an in person location. Help people regardless if you're meeting your commission goals or not. read more

I switched to Version two years ago and they supposed to get 250$ for each line tell now I did not get I spoke with four different managers to help me with this issue with out any luck I went few days ago to talk to the business manager sonoy he refused to come out and talk to me and refused to make appointment for a different day. I talked to different manager he were very rude and don't want to help me with my issue. I don't recommend Verizon they lies to people and they don't treat their customers in high level. read more

They got good deals and good phones and they even had a Pokémon go partnership they had limited time research for Pokémon go and they had sponsored items like the Verizon wireless backpack and the first Verizon Wireless mask and the jacket was with the Verizon Wireless logo on it read more

My 9 month old Galaxy Flip suddenly glitched out for no reason and the screen barely worked. I own a business and losing contacts or having my phone off could mean lost jobs or even a safety issue if one of my employees gets in trouble. I had to get something that day! One of the staff (can't remember names. Starts with "S", five or six letters) helped me when I walked in and was incredibly responsive and took my situation seriously. They honored the warranty no questions asked and got me a new phone that day for almost nothing (I still paid for the setup charge, the screen protector, the case, and an extra 5 bucks on a bill.) I left the store with all my files and pictures transfered but suddenly I had a software/app issue. The staff, yet again, very patiently helped me fix it. I love my new Galaxy and I still get good service where I live. Thanks for getting me and my business back to normal so fast. read more

Updated review: Almost painless purchase of a new phone. Deanna was extremely knowledgeable and helped make all our decisions were sound. She's the bomb! Polar opposite of the Neanderthal who gave me zero information last time I went to this store. read more

As a senior I admit I am not up to speed with the latest technology. Going into the Santa Rosa Verizon on 4th street turned into a most unpleasant encounter when I asked why my phone would not work with my sim card. The error message I received was 'This is not a Verizon sim card'. It was unhelpful when the rep showed he was not interested in answering my question to my level of understanding and defaulted to the phrase 'we are not going to talk about the phone again', which he said at least 5 times. He was interested, however, in selling me a new phone. So now I know, because the store manager was able to simply state my phone will not work with any carrier, which answered my question. And now I also know that I would never go into that store again because of the way I was treated. read more

Unbelievably terrible customer service. The attitudes of the employees in this store literally left two customers in tears. They also refused to provide names or numbers for anyone in management above them. read more

They sold me a phone It was open box And when I tried to ask them about it, they said if there was any issues, bring it back And they would refund me or switch it out it was perfectly fine phone Is turning on the phone the cameron work immediately When I took it back to them They said that they weren't able to wave the restauranting fee On top of it when the phone was bad one They said they didn't have anymore in store that they would call me on a friday and order No one ever called me that I tried to do the return I paid all cash And they said it had to go back to a card. They didn't have enough cash in their store to be able to refund me read more

I'm not complaining about any stores. I'm sure all their service there is wonderful. However their Internet service is as bad as the old dial-up. Do you remember it? I we've had nothing but problems with Verizon since day one. Issue after issue after issue. read more

Just given run around with buying the new iPhone pro max. This Verizon Store is horrid do not come to this store the staff and mangers have no clue what standard customer service is. Was given the most rudest service by a manger named.. Denny read more

Had to resolve an issue with my plan and dealt with the store manager named Ivan. Extremely rude and I asked to speak to someone above him and he shows me his name tag and says there isn't anyone above me... I am the store manager. I asked to speak to someone above him and he continued to be extremely rude and confrontational. At this point, I just walked out and called customer service support from home and reported him. It's one thing to be polite and professional but it's another thing to be extremely rude and confrontational especially when it's not necessary. Dealt with Jackie at Verizon and she couldn't of been any nicer and more pleasant. While the outcome wasn't what I had hoped for.. she was nice and said she would report Ivan to their team leader because like she said being rude and unprofessional makes them look bad which isn't a good look. Not sure if I'll stay with Verizon or not after being a customer since 2015 or so. If you go in and have to deal with Ivan, all I can say is run as fast as you can or deal with another representative. Mark P.S. Wish I cld give them a zero star but unable to! read more

Run from this store thought I purchase a 23 ultra and they couldn't process inept staff and never try calling Verizon big waste of time guess I'll stick with t mobile read more

Update to my earlier review after receiving a reply from the business manager. Her claim of striving for excellent customer service is blatantly false. My numerous attempts to address the issues with Verizon went unanswered. They simply do not care about their customers. Numerous one star reviews of their service speak volumes. I switched to another provider. Now I have reliable cell service, excellent customer service when I need it and pay 70% less than what I paid to Verizon. read more

Went in at 5:40 for a new phone. Knowing g what I want and just wanting to be in and out. I got on their wait que only to be ignored for almost an hour. There were 5 associates working, including one door girl that I dont understand. 2 of their associates ignored me and went home at 6:30 when they close at 7. That doesn't make any sense to schedule someone to leave 30 minutes before closing. Their door girl went outside after 20 minutes and was just playing on her cellphone away from the store cameras. Guess they all went on a 10 minute break before leaving for the day? They lost an over $1000 sale from me and only had excuses in response. Guess I'll buy from the big conglomerate instead of a hometown store. Thanks for wasting my evening. read more

First I tried to order a phone online, after my previous phone died. (I bought my very first new phone flat out with the stimulus check everyone got, unlocked, and had a "pay as you go" plan. That phone lasted two years, and i had no idea how to get a new one, other than getting a contract and paying off a phone for three years) Verizon wanted to text me a code to verify my identity. In my case, if I had the ability to be texted, I wouldn't be trying to buy a new phone. Next I was supposed to take a picture (with what?) of my ID and email it to them. I tried that at least a dozen times under various lighting, trying to catch the No Glare, No Low Light utopian setting, first with my laptop camera (no luck) and then with various friends phones. Finally, after days of being dicked around by customer service, i cancelled my online order and begged a friend to take me into town (an hour away), to talk to an In Person Verizon Representative. This person was instructed to try to email me a link in order to take a photo of my ID (WHICH I HAD IN PERSON RIGHT IN FRONT OF HIM) and since i had no way to check my email, i used his phone to go to my email, and since it was a new device, i had to verify my identity by GETTING A TEXT ON MY PHONE. which, in case you haven't been paying attention, i do not have. I have given up. I am not going to be able to purchase a phone, or phone plan through verizon. after this fiasco, I swear on my mother's corpse, my father's corpse, my nephew's corpse, on any corpse of any person i've ever pretended to love, now or in the future, that i will never, in my entire life, from this moment on, ever have a verizon account again. Thank you for breaking my addiction. My local bookstore will soon see an uptick in business, now that i have so much more time on my hands. Time that will be far better and more cheaply spent by never sending any money your way. My only regret is that I left the Otterbox case i wanted on the verizon shop counter, rather than being polite and putting it back. To Connor, at Verizon/Vitra in the Coddingtown shopping district in Santa Rosa, The very polite man who tried his best to help me: I appreciate you. None of this was your fault, you were an exemplary employee, and I am sorry if you lost a commission. that said, To Hell with all of you. Thank you for absolutely nothing. A previous potential customer, Boooooooooooo!!!!!!! read more

This store, and their management, is simply awful. I went to this location trying to get my phone activated after I had wasted 1.5 hours online with Verizon support. They were completely unsympathetic to the time I'd already spent or that I was unable to make calls or text. Selena the manager told me it would be at least an hour before someone could help me, or I could make an appointment for 3 days later. read more

Four solid stars for this Verizon location. I came in on a Sunday morning right at opening and was helped immediately by Fernando. He was able to quickly and efficiently complete my upgrade to a new iPhone 8. We shared a few laughs and overall it was a great experience. The only downside is the need of the company to constantly sell, sell, sell, but that is the world we live in. Fernando was also able to hook me up with a educator discount on my monthly bill--stoked about that too!! read more

I needed help with my new Moto smartphone not transferring media together with text from the old to the new phone. I had just gotten a SIM card at this store a few days ago. After hearing my question, the first question the employee at the door asked me was, "did you get your phone from Verizon". Since I had brought in my unlocked phone previously, I said "no". After that, I felt the breeze shift. He asked me what app I was using and I replied "Textra". "Never heard of it", he responded, "and I've been in the business 20 years". (Textra is one of the top Android texting apps) He then curtly informed me that only texts that were created using Verizon Messages could be transferred to a new phone. Twice. That of course is patently untrue. This person didn't offer any helpful advice, just signaled "if you didn't buy it from Verizon, you're SOL". Don't waste your time getting inaccurate information and the brush-off from employees at this store. read more

Absolutely abysmal. Don't try to complain, they won't let you. They will try to do anything other than take a complaint. Got a problem? Do this, didn't work? Keep doing it, just one more time, try a different server. Locked out of your account now? Drive for hours to a corporate facility that will tell you, you shouldn't try the web, just use your phone. Can't do that function on a phone? You didn't need it. Want a corporate number? Can't have it. Want to write a complaint? We don't use email and THE ONLY address we can give you is a out of state PO box and no name to refer to. Look up the home office, you can't get past the automated phone system. Make an appointment to speak to a real agent? They can't do anything either. Worst of all possible companies to try to talk to. Granted there service is great, as long as you don't have a problem. read more