Came here for the third time to buy a new phone. I have left each time as the wait time is so long. The service is horrible. I don't want to buy online as I need help to get me going. No matter what time you come or what day they are understaffed. If you are set on Verizon, don't go to this store. It should not be so hard to give them your money. read more

The wait here always takes for ever and is definitely not worth it because of their terrible customer service!! Don't take their word on anything, employees are not well informed, and get everything they say in writing. read more

I purchased a Samsung S5 and was told by the sales rep that Android will now sync Outlook contacts and calendar. Wrong! It doesn't, but there is a $50 app you can buy. Then I find there is a $100 rebate on the phone, and I am 2 days outside the 14 window and Verizon won't honor the rebate. Really? Hate, hate, hate Verizon today. read more

After toughing it through my excruciating contract with T-Mobile, Verizon (locally) was a dream come true. The customer service rep actually found me a discount offered through my employer that I had forgotten about. He was smart, personable and very knowledgeable. I was helped promptly and courteously and made to feel that my business mattered. Most refreshing! read more

What terrible customer service!!!! Sales reps are not forthcoming and open about details. I recently purchased a new phone from Verizon. I was told I could turn in the old working phone once I received the new one in the mail. The purchase portion was really fast and simple. The sales person nice and not too pushy. However she made it sound very simple to just bring back the phone for a credit. She told me the phone would give me a $70 credit. I was not told to make an appointment NOR that I needed to wipe the info off my own phone. So I stopped by the store to bring it back and had to wait 30 minutes cause I didn't have an appointment. Then I handed my phone to the manager and he told me to enter my code for the wiping of info. I couldn't remember the code. He told me there was nothing he could do to help me and told me to go home and look it up on YouTube. What kind of customer service is that? So I left to go home and figure it out on my own. Once I finally had it wiped I thought I would try the mail in option. So I went online and requested a mailing envelope. Again I was told it was worth $70. I waited and waited for the envelope. When it was so delayed I decided to try one more time to return it in store. I made an appointment and met with the rep. At this time he told me it was now worth $55. What??? One week later and the price is now $15 less? When I expressed my displeasure he told me I could speak to a manager. So again I told my story. The manager, Matt Bertao, said he would give me the additional $15 credit to make up for it. Before I left the store he assured me it was done with his sweet-as-pie grin on his face. I thanked him kindly and left. When I later looked up my account to be sure it was credited properly, I learned it was NOT! These sales reps are a bunch of liars and shmoozers! You cannot trust them! Horrible experience!!!! I have never been so unhappy with customer service. read more

A lady manager with bad attitude,i have visited many stores from Europe to Africa,this store has worst customer service.sorry to say they don't seem to know what they are doing. read more

I used to dread going to get a new phone until I switched to Verizon. Yes, you have to put your name on a wait list in this busy store but that gives you time to check out all the latest devices without being bothered by a sales person. I only waited about 10 minutes before I was helped by a very knowledgable and friendly employee. He set me up with a new phone in no time, made sure I had the best deal available and got me on my way with my new phone. What a difference from my old days at Sprint where you waited around for hours and then dealt with sub par service for a high price. read more

Went in 1 day to get a new and was told it was too late because they were closing. Went back again a second time the next day, low and behold I went after work on a Wednesday and picked the phone I wanted an iPhone 6 Plus and was assisted by many different sales reps. The first somewhat helpful but didn't seem to have clue about the $150.00 credit I was told about by Drew the day prior to my returning for an iPhone. The second sales rep on Wednesday when I was in was somewhat more knowledgeable and was beginning the transfer of contact, pictures, and various stored items on my old phone and he told me that it would take some time to do which is understandable as I did have a bit to transfer over from the old device. Then after sometime the first sales rep Juan told me that they would not be able to finish the transfer and I would have leave my new iPhone that I just paid for and my old phone there so they could finish the transferring when the last sales had told me that, "we will stay for the long haul no sweat this happens sometimes and we here late after we close anyway." I cannot be without a phone I have to be constantly available for work. Long and short don't tell your customers they have to leave both new and old devices because you are not willing to do what was promised. Not sure if I will ever go back to this location. Also 1 other to add is the wait times at this location are terrible and they seem to not be in a hurry to help their customers. read more

Walked in to a full store in the middle of the day. 45 minute wait turned out to be 20 mins. Special thanks to Million and Caleb for sorting out the mess the Apple Store made on my account. Appreciate their diligence in solving my problem. read more

I just want to make sure that everyone is warned. The employees are all very nice but competency is not something taught by management. They are taught to stall and smile and be very patient with impatient clientele because the company they work for is charging $200 for a $30 phone. Yes I'm ranting but as a business customer my office had already called the business office and been told yes, you can get a new phone update at no cost. The Ukiah office told me they could loan me a phone. I just wanted to get a new phone immediately so I made an appointment for noon. Appointments times by the way, only mean you get to jump in line in front of anyone foolish enough to walk in without an appointment. Managements does not have enough staff to actually serve everyone so you will still wait 15 minutes even if you have an appointment. Long story short, after waiting 15 minutes to speak to someone and another 15 while she tried to figure out what she was doing and get her computer to work I was told the phone that I can get over the phone for free by extending my plan was going to cost me $349! They also wouldn't loan me a phone. So I was without a phone for 3 days while I waited for the delivery of my free phone, the same one they had at the store but wouldn't give me. I would advise going to the store to see what you want if you must, but order your phone online as you will get much better service and rates. Don't let the people in the store tell you that you have to pay for their commission based costs. read more

My husband and I went into the store on 4/28/16. We had 2 Apple phones. We purchased 2 Samsung S7 phones. We were told we could bring in our old phones at the end of the Billing cycle (5/6) and we would receive a total of $300 credit from a special that was going on at the time. I had free time and went in on 5/4. After waiting for 30 minutes to have a CSR talk to me I was told I would not be able to get the credit until I was emailed the code for the credit. I was told this had nothing to do with the billing cycle but the code for phone credit took 5 business days to go through. They suggested I make an appointment for this week. I said, can you guarantee the code would be available today (5/9). Yes, was the answer. So back to the store for a 3rd visit. An hour later, I was told the same thing again and this time they said it would take 7-10 business days for the code to be emailed to me because of some vendor change. This is poor customer service and also indicates poor training of the CSRs. The only thing that appeared on time was a bill for $268! Now I read their workers are going out on strike! read more

I'd give zero if I could. How many visits does it take to start a plan?? So far four with each wasting 2 hrs of my time and still not fixed. Stay away. read more

Why is this now like a Apple store ! its such a bad feeling to walk into a store and its chaos all over. Waited for a few then was tricked by a " list" taking employee and was no help. Just told to wait around and someone will then help. While waiting I check online and found from verizon website free overnight shipping. So of course they did not have a booster box in stock and could not just tell me when I first arrived and asked if it was in stock. I now was asked to pay and they would ship the booster to me for 6.99 2 days!! What A joke I could have just ordered online and had free overnight and had it by now. Wow what a waste going into the store. I love how they can charge for everything and we get nothing. Thanks for nothing. read more

Please hire more staff. Verizon sells good products, but no matter what store I enter, there is always a long wait. The store on 4th street seems to have the longest wait time of any of the Santa Rosa Verizon stores. read more

If you go to this store, prepare to pay through the nose. I had checked the internet price for an HTC One M8. This store had a price that was $99 higher. They said they could come down by $50 as there was a "special." I decided to save the $49 and buy it online. Free shipping, next day delivery, why not? read more

Worst Customer Sevice EVER!!!! I will never return and tell everyone I know to never switch to them.

Just upgraded to an iPhone 6. From start to finish Paul provided excellent service and a few laughs thrown in. It didn't take him long to figure out I am not proficient with technology, He spent a long time explaining things and making sure the things I purchased we ready to start using. He is definitely a value to to Verison and I agree with others, they are very lucky to have him. Thanks Paul for making it a pleasant experience read more

Something needs to happen here, customer care should really be double checked upon. I get that it is a day after Christmas-- but the employees here had no right to be rude. read more

They lie to get you to renew your contract. I received a call that I would get a free phone if I renewed my contract. I renewed but did not need a new phone so I did not claim it. Then when out of state, I damaged my phone. I went to a Verizon dealership and asked if I could now claim the free phone they had promised. They said I had to go to the Santa Rosa office where I originally signed up. I went in to this Santa Rosa office and they said that in order to get a new phone I would have to sign up for a new, even longer contract. I realized this company lied and I decided I did not want to do business with them. So I specifically asked, how much would I have to pay for a phone if I did not renew my contract. It was about $100. So I decided to pay it just so I could get away from such a dishonest business sooner. BUT GUESS WHAT? I found out that after paying the $100 for a replacement phone, the manager here had actually put a contract renewal in the small print. Verizon is a company of scoundrels. Do not do business with them. read more

I have never wrote a yelp review but this is the worst customer experience I've ever had. I have gone to this store many times and have always had to wait for more than half an hour no matter what time of the day while a guy holding an iPad stands by the door when he could be helping a customer...Last week I went in to ask if I was eligible for an upgrade. The guy by the door checked me in and I proceeded to wait for half an hour while he stood there and couldn't look it up on his iPad and while most of the employees stood behind the counter having a conversation and laughing and walking in and out of the back room. I got frustrated and left and went to the Verizon store in the mall and was helped right away. I decided to wait to upgrade for the Sony z4v and heard it was being released today so I called verizon on 4th and the phone was answered by Kristina. I asked if it had come out today and she said she didn't even know it existed which is absurd because there is a z2 and z3v...the v means exclusive to verizon so when she said I don't know if that's coming out for Verizon she sounded like it was her first day. I then asked if she could find out since it was a Verizon store and the employees should know what the upcoming phones are...She sighed and said" well I can ask around or look it up online but I would have to put you on hold so..." I could tell she didn't care to find out so I hung up...Either way that will be the last interaction with that store... read more

This review is for the 4th St. Santa Rosa store in particular. Since Verizon closed their store on Santa Rosa Ave., I have had to go to the 4th St. store by default. The difference is HUGE. The old Santa Rosa Ave. store had knowledgeable, helpful staff willing to spend time helping customers make an informed purchase. The 4th St. folks are not very smart about the hardware, or any tech for that matter. They seem like poorly educated, pushy sales people. I have waited in line for an hour while watching them chat amongst themselves, ignoring a line of waiting customers. Going to this store is like going to a shady, car dealership. If you are not knowledgeable, and cautious, you will leave the store having been talked into a plan that costs more than was disclosed, and with a bunch of low quality, over-priced, accessories. I don't know if they work on commission but I wouldn't be surprised. Watch yourself in this store, in my experience, it is not a safe place to do business. read more

I've been an AT&T wireless customer for over 20 years but my husband has Verizon service. Today I visited this store with him to see about upgrading his phone. The service her is laughable. The guy who added us to the wait list (Christian) was unashamedly unhelpful. "It's gonna be at least 45 minutes." Okay, we figured we'd come back in 30 minutes. "Nope, you walk out of the store, I take you off the list." Can you text us or call us when you're ready for us? "We don't have time for that." Could we call YOU and find out where we are on the list and come back later? The store smells like a locker room. "Nope, my phone battery is dead." After dealing with both Apple and with AT&T, I guess I'm used to people actually being happy to see me when I come into the store. I know they're probably not actually happy to see me but they are pleasant and helpful. I'm used to salespeople who actually want to sell me something. Spoiled, I guess. I'm glad I don't have Verizon and would recommend against it if you are looking for new service. Walk four blocks up the street and visit the Apple store. It's equally crowded but they know how to manage people waiting (texts, queue lists, etc.). Or drive half a mile to the AT&T store. read more

This is by far the worst experience I have had in Verizon store. If you have the option of going to any other location I strongly recommend doing just that. Upon walking in the store not one single employee greeted me or even merely acknowledged my existence. There were a few employees walking rather aimlessly around attempting to look very busy on their tablets, not really sure what they were doing but it was clear customers do not come first here. There was a line of about 15 people formed at the back of the store so I took my place at the back of the line and settled into wait. I immediately noticed that there was a single employee, that is right one person, behind the counter to help the huge line of customers waiting. There were four or five computers open but only one person working back there. After about 10 minutes and absolutely no movement in the line I managed to flag down a worker who was attempting to stroll by with his face buried in his tablet, I told him what I was there for and asked if someone might be able to help or if I was in the correct line. He assured me that the never-moving line was indeed the correct place to waste the next hour of my life. I continued to wait for about 20 more minutes and saw all of two people in front of me get helped in the 30 minutes I had been there. So now with 13 people to go I was starting to get annoyed. It was frustrating because there were other employees just kinda milling around and conversing with one another and none even bothered to try to find a way to help those if us in line or even so much as apologize for the wait. Another 15 minutes passed and at this point I was beginning to give up all hope of ever being helped. I asked the gentleman in front of me if it was always this backed up, he laughed and said that it wasn't always this busy but the workers were always incompetent. With that I walked out having wasted almost an hour of time. This place is a serious waste of time and if I were the manager I would consider my life's work a failure. read more

I have been a loyal Verizon customer for years. I went to the Verizon store on 4th street with two broken phones and was hopeful that someone in the store could either fix my phone or help me with a replacement. I said that I wasn't interested in spending any money and my sales rep said that he couldn't help me without spending in excess of $100. I said thank you to my sales rep whose name was Gidal (I'm pretty sure that's how you spell his name) and left with my two broken phones. I went home and called the Verizon Customer Service line and spoke with a rep concerning my disappointment with the service at my local store and to make a story that could be really long short - got a new phone (conversation with Customer service maybe took 15 minutes). No harsh words, no money spent, no hassles. My new phone will be here Monday. I don't know whether Gidal (sales rep) was having a bad day (I think I was his first customer) or if this store is known for less than stellar, rude and crabby service BUT I wanted to go on the record saying that it sucked and that Customer Service (the 800#) helped and I am now a happy Verizon customer. read more

Just an all around terrible experience. The sales people are very nice but the managers are horrible. SAY WHAT YOU ACTUALLY MEAN! I understand that it's your job to sell the Verizon policy but I hate that I have to try and read between the lines to fully understand what you're trying to talk me into, however I guess you sold your soul when you agreed to sell wireless services. Also when a guest asks you to call customer service because she's been told several different things by not only customer service but YOUR associates you should probably just do it and not say "Well I can't just call customer service and ask them to give you a discount!" .... I was simply asking you to call and see if they could honor what your sales associate told me you could do for me and now Verizon will lose a long time customer. Thank you for wasting so much of my precious time, I'm glad one of us got paid for it. read more

I had Verizon back in 1999 to 2003. I really liked them, but I moved to an area where they didn't cover. I signed up with them again in 2011 and I have had nothing but problems. I opted to get the VZ Navigater option on the phone for $10/month and quickly figured out that the program was impossible to use without a smart phone. Every single month since then they have been charging $10/month for this feature. Every couple months I would need to call, talk to customer support and they would credit the money back to my account and explain how they put a block on the account and it will never happen again. Verizon must be pulling this stunt with 10's of thousands of people every month and overcharging by millions of dollars a year. Now they don't even send out paper bills anymore so you need to download and save your bills if you want to complain. I'll be first in line for a class action suit. I will never use Verizon again. read more

I too give the Verizon Wireless Store ZERO STARS. The Sales Manager J. Carlos Saaveda has got to be the biggest JERK on the face of this earth. The fact that he and his sales person, (buddy) "Million", (that is what his name tag said) both treated me like garbage and blatantly LIED to my face while me and my girls were standing there asking for help. Let me sum up my experience. I walked into the store to purchase TWO Samsung Galaxy 5S phones. I was directed to Million, who was going to assist me in my purchase. Mind you, I have been with Verizon since 1996. I proceeded to ask about the features and then we got to the price. Million told me that I would only receive a $50 discount for my upgrade, I mentioned that I used to receive $100. Well, instead of saying that this was no longer the policy. Million proceeded to tell me that if I had come in the day before, which was Father's Day, the phone would have been $100 less. NOW, why in the hell would you tell a customer this? Why would you rub in their face that they missed the damn sale by 12 hours. I asked if they would still honor the price. Million, then added insult to injury and let me know that he would have the manager honor it, only if someone has promised me the price?? WHAT??? you just told me about it. When this joker realized how stupid his comments were, he then started to try and back track and say that he only told me about the sale as an example that they still give $100 discounts at times. I asked when the next sale would be, he then proceeds to tell me that they never know about a SALE ahead of time. They learn about it the same day. WHATEVER!!! I told MIllion basically that he was not a very nice person, nor a good sales person. I let him know that now that he has made me feel cheated, I would not be GIVING my money to Verizon. So, he just walked away. NO thank you, no nothing. I sat there with my children stewing over the fact and letting my little girl now that since this was for her birthday, we would find the same phone somewhere else and get it for her. I reached out to a different associate before I left and asked to speak to the manager. This is when I had the worst luck and J. Carlos Saaveda (sp?) had been eavesdropping on me and he stood up from being bent down putting something away from about 5 feet away from me and said, "just a minute I will be right back", he then proceeded to run to the back room where Million had just gone to. After about 5 min. This Jack Ass came back out and said, "So, how can I help you today?" I said, "well I guess you already know what happened", he then said "no, I have no idea". I asked, didn't he just go back and talk to Million and he denied it. I told him my long story and he told me basically there was nothing he could do. I argued with him about how poorly I was treated. How wrong it was for Million to treat me the way he did and to be cruel and mention that I missed the damn sale, but that YOU, the manager, would be able to adjust the price. Then came his response, "Well, I think Million just used the wrong words and I am sorry, but I will not be adjusting the price for you, you should have come in yesterday" DUHHHH, you idiot, I KNOW THIS ALREADY, BUT WHY THE HELL WOULD ANY SALESPERSON SAY THIS TO A CUSTOMER AND MAKE THEM FEEL CHEATED????? I told him that he needs to correct Million and teach him how to be a Customer Service Rep and that telling his customers that they are paying more for a phone that they would at a nother time, or how they missed a sale by hours, is not a productive way to sell a phone. THIS IS THE PART THAT BLOWS ME AWAY, THE STUPID ASS MANAGER RESPONDS, "Well, do you want me to go speak to him AGAIN???" ARE YOU KIDDING ME!!!!!! DID I JUST HEAR YOU CORRECTLY???? AGAIN???? I THOUGHT YOU SAID IN THE BEGINNING THAT YOU HAD NOT GONE TO SPEAK TO HIM???? BUSTED JERK FACE!!!! MY GIRLS EVEN MENTIONED THIS TO ME WHEN WE LEFT THE STORE. WEll, I walked out and called the Store Manager, who has YET to call me back. I was helped by Sunny in NOVATO, who is AMAZING and he is currently helping me get to someone in CHARGE. I want the District Manager and if that doesn't work, I will go above him. I will NOT STOP until I speak to the CEO, if that is what it takes. Someone needs to take a good look at this web page and the amount of complaints there is. Get it together VERIZON, we are all walking away and going elsewhere because the people who work for you are LIARS, MEAN, SHOVENIST PIGS!!!!! read more

Stopped by yesterday to upgrade a couple of phones and add my Daughter to our plan. I know a lot of folks complain about the long waits. But the way I look at it, is it is worth it vs. going to some of the other authorized dealers such as Cell Depot. The wait was roughly 30 min but once we were helped, the level of service was impeccable. Rami was our sales/service guy and he was absolutely outstanding. He took his time with us, very patient, walked us through multiple options with phones and plans and even went to his Mgr. to get approval to override a couple of things on our behalf. We connected with him and most of we "trusted" him. After the purchase he told me to call him if I had any questions and he gave his cell to me. I needed him later, called him, he picked up the phone immediately and resolved my issues. No knock on Cell Depot, but using them in the past has made me feel rushed even when it is not crowded and you have to pull information from them. Not the case at the 4th St store, their people are well trained and I found Rami to be fantastic with us as long time customer's. read more