Terrible customer service and non-competitive pricing. I plan to leave them after being their customer for 25+ years.

I came into the Sonora store because my phone was having an intermittent issue. I explained that the problem comes and goes. The two employees working told me that unless they could replicate the issue right there in the store, they couldn't help. They suggested I go home, get my Apple charger and Apple earphones, and bring everything back to demonstrate the problem. When I asked whether they didn't believe me, the young man repeated, "If we can't replicate the issue, we can't help you." Since I pay for full insurance on the device, I expected some troubleshooting or at least guidance, but there was none. Later that afternoon, I called Verizon's customer service line and explained the situation again. I was transferred several times and had to repeat the issue with each person until I reached Verizon technical support. They identified the problem immediately and told me it would get worse, saying, "It just happens sometimes." They approved a replacement on the spot. Even with full insurance, the replacement cost $90, and when UPS delivered the device there was another $33 charge. I also learned that the insurance isn't handled by Verizon at all--it's Asurion--so you have to file a claim directly with them. I had hoped the in-store experience was an isolated situation, but after reading the reviews, it's clear it isn't. I'm sharing this so the store can improve training on how to handle intermittent device issues and better support customers who are already paying for protection. It would also help if the insurance coverage and actual costs were fully explained when people purchase their phones. If everything must be handled over the phone or online, then the store functions only as a sales location, not a service one. read more

Well, I was getting ready to switch from ATT to Verizon, but not after reading these reviews! Typical of our current culture, clueless and worthless read more

Our experience at this Verizon store, on 4.14.25, was the exact experience as Roz M! The original person who responded as we walked into the store was rude and unfriendly. When I asked for assistance to finish transferring info from an old phone to the new iPhone 16+ we just purchased from Verizon, he said he could help for $30 (for one phone) or $50 (for 2). What?! Our family just spent booko bucks to update all our phones and our Verizon plan, and this Verizon store won't help us finish the process for the 2 family members who live in Sonora?! Not only that, there were plenty of employees standing around to help anyone else who might need assistance. I couldn't believe the rudeness and total lack of customer service. But, I wasn't going to be put off, so I started the process right there myself, asking if I was doing it correctly. He grudgingly answered a couple questions and I was able to begin the process. And the spinning downloads and waiting began... Eventually a different employee, Mike, asked how it was going. He thought the spinning was taking too long, so he began offering suggestions. Needless to say, Mike was Wonderful! He helped me through the end of the process, which took a long time, with different 'pathways' and multiple restarts needed with our older phones. I could have never accomplished this alone! So I repeat: Mike was fantastic! And when Mike needed to assist someone else, another employee stepped in to help. She was also Wonderful! Conclusion: This Verizon store could have a fantastic reputation, because some fantastic people work there! But the overall feeling I got is that employees are told to give the $30 response. And that's sad. read more

Ordering a new phone from Verizon over the internet was a huge mistake. I may end up having to take them to court because they messed up 2 orders so badly. If you are looking for a new phone company you will want to steer clear of Verizon. They give the worst service I've ever experienced. I've been with him for 14 years but I haven't upgraded in about 7 so I've had to deal with them very little. I spent hours on the phone to no avail. I went into the store to no avail. The right hand does not know what the left hand is doing. What a horrible company. Sadly we are stuck with them for now. read more

This location has some of the worst customer service i have ever experienced. The organization of how they serve the customers is terrible. When you walk in there's often a staff member with a tablet signing you into a log of whose turn it is to be helped. Which is ridiculous as the staff is generally short on supply and having a physical person show me how to type my name in is unnecessary. Next you have to wander around aimlessly waiting for your turn inside a tiny store front that holds max ten people comfortably. as someone who feels the need to speak with an associate in person I already expect to spend at minimum 20 minutes solving whatever issues I couldn't resolve over the phone at home. So assume each customer is waiting on average an hour and forty minutes for their turn at a minimum. I think the location would serve their customers better if they skipped paying a greeter. Setting up an online appointment booking then slotted 2 guests every hour. This would save time, money and improve reviews. The guests would be happy with their problems solved and also eliminating almost all the wait time. I don't know this seems like a better solution but hey if they found a better way to do it that would be amazing too. I almost always plan to spend a good amount of money when I go to a Verizon store but if I'm not helped in a timely manner I won't go. read more

I recently visited store in March needed help with my Apple 16 max pro the employees were very rude . not one of them were very nice to me I had questions and they wanted to charge me $30 ! so instead I called Verizon and got answers! most of the employees were just standing around looking at me this was terrible customer service! read more

Terrible service, went in at 9 am when they open and they were super rude and unhelpful just kept ignoreing what I said and repeating the same thing and this one guy said he was the manager but didn't know how to help and when I asked for a manager flat out told me no never going here again get better employees!!!! read more

Terrible customer service, they can obviously sell you something, but when it comes to help with accounts they basically send you home with a phone number to call... do better people or go work at McDonald's. read more

Another absolute waste of time at the Verizon store. I had the misfortune of Juliana "assisting" me today, though it's generous to say that. She was rude, unprofessional, and even a tad bit of an imbecile. I'm not sure if she was not grasping my questions by choice or if she was purposely being difficult. Not only did she not listen, interrupt multiple times, and agree with me because she was intent on repeating the same thing over and over like a broken record (opposite of helpful) she refused to answer my questions legitimately and refused to assist in any way instead choosing to say have customer service help. Maybe I'll at least get some help with them. It seems rare that anyone at this store know what their talking about anymore, and thanks to Juliana; this 7-year loyal customer is considering dropping Verizon completely. read more

What a joke this place is. Always a shit show. They obviously do not care about customers. I have been dealing with Verizon trying to get on a family plan for over a month and due to the incompetence of the employees, I have not been able to join. All of the associates I have spoken to have contradicted each other. And every time I've been at each Verizon location, there are other unhappy and disgruntled customers. Their system is almost always "down." The people in the stores don't have the correct information about services and products. They inputted our address wrong. I have spent hours on the phone with Verizon (mostly on hold) and no one has been able to help me simply get on the family plan. I am considering choosing to keep T Mobile and have no service over continuing to try to switch over. No organization or communication. read more

My iPhone 6+ died last week and it was time to upgrade. I've been to Sonora Version before and felt they were okay, against the advice of Yelp. The reviews on Yelp were spot on.The gal I worked with told me she couldn't transfer my 6's info, saying "the machines can't keep up with the phones. You can do it. She said. Well, after two days of trying,I gave up.Went to Oakdale Verizon. They were great! Transferred everything , iPhone 12 Pro works great now. Don't bother with the Sonora store.Go to Oakdale or Angels Camp it's worth the drive read more

Went to this location to upgrade my old phone. When I went in the morning a gentleman greeted me outside the store since that is where I had to wait because of "COVID-19" (never mind I just came from Walmart shopping amongst a ton of people inside their business but I digress). He escorted me inside where he went over all of the options for a new phone. He informed me I needed my old phone which I did not have so I would either have to return to the store with it or buy my new phone online then pick it up at the store. A little annoyed by that but I decided to go home to make my online purchase. The online purchase process was a nightmare and I had a ton of questions regarding it so I decided to go BACK to the store just to buy my new phone; this time with my old phone in tow. I was greeted outside the business by a gal who NEVER even invited me into the store. I asked her to clarify all the confusion I had about purchasing online. She told me I still needed to purchase online and if the phone was in stock at their store I could park my vehicle in front of the store and she would bring it out...WTF??? I asked why I couldn't make the purchase inside the store and of course the excuse was "COVID-19." After that ridiculous debacle I asked her what I needed to do to switch to a different carrier and that was about the only thing she was helpful with. GOODBYE VERIZON! Hello T-Mobile! I was immediately welcomed into the store with a super friendly and helpful staff. Plus I'm saving $15 a month on my bill! Thank you Verizon and your staff for being completely UN-ACCOMMODATING. Because of you I am part of a brand new carrier that treated me with dignity PLUS saved me money. WIN WIN! read more

Wife went in to check on home internet, and I needed to add her as manager to do that according to lady worker in store. She left with a Verizon credit card opened in my name. Not sure what California state laws are about this, but this could be fraud. How would a worker allow this?And don't worry, my wife heard all about it. read more

Hanna is the BEST! It's refreshing these days getting someone as caring and helpful as Hanna. Thank you!

If I could put no stars I would. My father who is almost 60 and isn't very good with technology went in to get some questions answered. He was having an issue with his phone so he got a new one under warranty. He needed help transferring information from the old one to the new one, he just got the phone in the mail. The woman who I assume is the manager, maybe I'm wrong, handed him a piece of paper with instructions and said she couldn't help him. Made him feel incompetent with her customer service and attitude toward him. My father pays almost 500 dollars a month for years for multiple lines and he has well earned the right to some decent customer service. Will NEVER be recommending this store and would never do business in this store. Would drive to a different city before I did business here. Unacceptable. read more

Just wanted to give a HUGE THANKS to MIKE S. Thanks so very much for helping me with my phone plan & all of your hard work making sure that everything was perfect! I have never seen anyone work so hard for a customer!!! Verizon is EXTREMELY lucky to have someone like you to represent them! May you & your family Be Blessed Beyond Measure!!! read more

We bought a phone in April and returned it the next day as it was too complicated for this aging brain. We have fought for a refund since this transaction occurred and it is now 4 months later. All they do is pass the buck and nothing is settled. We made the mistake of paying cash and have learned our lesson with that. There has been no help from the manager of this store other than him saying to keep calling Verizon and Verizon saying it should be handled at this store. Frustrating! read more

Dave was incredible patient. I thank him for his help and for sticking it out until my connectivity issue was solved.

I had a fantastic experience upgrading my iPhone thanks to the help from Hannah. She is knowledgeable, friendly and simply great. I am extremely happy that I went in to the store to do the transaction. read more

Verizon's coverage in the Priest Grade / Moccasin area is awful. Used to be OK, but now forget getting data and phone coverage is spotty. Probably overloaded. read more

My husband dropped his phone in the lake and it sunk to the bottom. He went in to purchase another phone and because he was not the primary in the account they could not help him. He asked if they could call our daughter who is the primary on the account to give him permission to do what he needs to do but they told him they could not call her with their phone. He asked for a manager and the manager told him the same thing. So he drove an hour to the store with no phone and they could not help him. I'm thinking this is poor customer service. I called the store when he got home and let them know that their customer service is horrible. We switched to another carrier yesterday. read more

My sales associate was Jessica. She was courteous and attentive. I can recommend this location without question, they're (they are) pretty awesome. read more

Good rural coverage, great products and sales people; support Not so much. I brought in an iPhone6s+ that was disabled and fully covered under Verison insurance. The tech used our Windows 10 Dell PC with the most current updates on their open WiFi and accidently loaded version 2 of "WannaCry". The local General Manager told me to call Customer Care. Customer Care connected me with the local General Manager and hung up. Support and management get the worst possible rating, sales and coverage is great hence 2 stars. Wal-Mart and Sonora iPhone Repair offer very good support. Verizon insurance replaced the iPhone6s+ next day via FedEx, the Dell PC is in recovery. read more

Customer Service is the worst. Once they have your money they are done with you. If I could reach them in an hour on hold. There has got to be better than this. I have neaver seen a woman working there. The ones in the few good reviews must be imaginary. I had to buy a phone to even get a plan so I don't know what is meant by when I returned them.??? There are NO refunds. Other charger have to be bought to fit it. I will try another brand and hope for better service. read more

Had an upsetting experience where I arrived in this cooperate store to close my elderly father's account, who is incompacitated and in a rest home. I have Durable Power of Attorney AND presented the documentation and my father's device. The associate wasn't interested in handling this transaction and handed me a piece of paper with a phone number for their Loyalty Team at 800-392-0717. I left the store and went into my vehicle to contact the number. The person on the call stated that a cooperate store CAN handle this transaction, especially since I had the device and a copy of the POA. I explained to the rep, in spite of having everything I needed, I was still I was directed to this 800# to take care of this, because the sales associate stated "they don't read copies of Power of Attorney documents in that store.". She was still on my phone and asked that I hand my phone to the store associate to talk about this. There was something discussed between the sales associate and the Loyalty Team rep about "an OST #201551"(obviously a company item that could take care of this). When the associate continued to not be of assistance, the Loyaly Team on the 800# asked to speak to a supervisor or manager. After quite a number of minutes, the Loyalty Team representative was pretty sure neither a supervisor nor a manager was going to arrive to speak to her on my phone. And I was just standing there in a corner waiting for something to happen. She put our call on hold, and called the store directly but did not get a chance to speak to either a supervisor nor a manager when her call was "on hold for a manager." Over a half hour ensued as I stood there in the store with the call on hold. I left the store without a resolution. There were two other employees there, one of which seemed to be a supervisor, because the first associate I was initially working with said to him that "a manager call was on hold." That person was handling a transaction but seemed very dismissive; and when he was free, he didn't seem interested in stepping in and even declared (to a nearby employee) that he was going on a break. It was at this time I decided to leave. I felt like other employees were giving me the side-eye. This is a very sensitive matter to me because my father has recently become incompacitated and has been recently placed in a rest home. It hurts to see such a brillant man loosing capacity; something as simple as using a phone. It's been a tough week and this added insult to injury. The Loyalty Team on the 800# called me back later to give me a few more store locations of which are cooperate stores. I guess I will be going into the Central Valley to have this taken care of. Crossing my fingers it won't be in a store where they are all about selling and taking commissions, rather than helping with just a customer service issue from a long standing a loyal customer such as my 88 year old father. My husband and I are Verizon customers as well. read more

I am happy with the customer service that I got with the short time I was with them from the store. I didn't stay with them due to some options I lost that only att offers. Even when I went back in to return the phones and close the account, they were friendly, understanding, and professional. read more

Terrible un organized store . Not very good staff . verizon should get there service working better in the area. I think they need more towers before they sell phones to people in the sonora , twain harte and Jamestown area. My phone is a new Samsung and the signal is so unreliable. I hate my phone service. Everywhere else it works great. This store and customer service is no help. read more

I've been a happy Verizon customer for the last 10+ years, but was very disappointed with shopping at this store. An employee told me incorrect information when purchasing a device and I got stuck with a fee because of her mistake. The store manager was unhelpful and rude, instead of just helping correct their mistake. Avoid this store! I would give them zero stars, if possible, because of their horrible customer service. read more

Karely was a very wonderful sales manager! She helped me decide which phone and plan worked best for me. Her patience was very extraordinary, and will refer friends & family read more

Ronnie a phone support tech with Verizon. Omg, I had a frustrating issue with my phone and was in the wrong phone service plan. Not only did she tend to my cell phone issue with professionalism and accuracy, but she threw in that wonderful people service first attitude that you just don't see now days. Ronnie is what makes Verizon a great cell phone service provider. Thank you, Ronnie for making my day special. You are the Star! Much success in your career I never met her for you readers but I hope you get to experience her talent and gift. read more

I have read the other reviews and have to say I went in with a great deal of fear. But, Jessica was our sales representative and came right to our rescue. My husband and I needed to change out our phones, and yes I am "phone challenged". Jessica went over our plan, helped us purchase our phones and transfer our existing Verizon accounts. I asked the same questions over and over, panicked over the passwords and changes while Jessica worked effortlessly to get us through everything. As our business came to a close, the store manager stepped in to make sure we were satisfied with our service and new phones. Thank you for our rural, home town,excellent, superb service! read more

I went to Verizon in Sonora, CA because my phone stopped working. I went there to find out what they could do to help me with my non working phone and they did not even have a battery for my phone and they did not have a replacement phone as either. I had to call Verizon Corporate and they are sending me another phone but it will be 3-5 days before I receive it I was told. You would think since the phone failed in the warranty period Verizon would have sent the phone in 1 day shipping. Very poor customer service is my evaluation for the reasons I mentioned above. read more

Great staff and service. I didn't see any problems as referred to in other reviews. Perhaps since I have had LOUSY service at valley floor stores. This was a treat. Good product selection and they walked me thru upgrades and new phones. Save me quite a chunk of change also. All the staff was friendly but DeAna went above and beyond and was pleasant throughout even though we might have been a tad tired and testy. Sonora is lucky to have a service oriented shop like this. read more

This was one of the most professional Verizon stores i have ever been in! I was in town on vacation and needed some help with my phone and their staff was so helpful! I wish the verizon in my town even came close to this store!! I almost never write reviews on yelp but i was SO impressed with this store I had to make sure they got credit! read more