Verizon - Cell phone store in Napa - 1715 Trancas St Suite A, USA

This is the type of customer service this store provides! I sat in the corner for 15 min and even asked him if he was available to help. He replied I am not then shock his head when I asked. What kind of manager allows this behavior?

Dear Verizon Wireless Management, I am writing to formally express my profound dissatisfaction with the service disruptions and the in-store customer service experienced at your Trancas location on April 9th. As a long-standing Verizon customer and CEO who oversees numerous business lines, I anticipated a level of service commensurate with both my loyalty and professional status. Upon visiting your store with the intent to establish a new business account and transition existing services, my partner and I were met with an unexpected and prolonged delay. Despite our clear requirements and the involvement of your support team via speakerphone, the staff failed to execute the creation of a two-person business line within a reasonable timeframe. The 1.5-hour wait without resolution was not only unproductive but also disregarded our personal commitments. The situation escalated the following day when my partner, a self-employed professional critical to the operations at VA centers across Northern California, took a day off to rectify the issue, only to discover her sales line had been disconnected. This error had immediate repercussions on her ability to facilitate life-saving medical equipment orders for veterans. Regrettably, the lack of immediate solutions, compensation, or even a credible explanation for the oversight further compounded our frustration. The presence of multiple representatives in the store, contrasted with the absence of assistance, is alarming and reflects a breakdown in service standards. I urge you to address these service failures promptly and ensure that such incidents are not repeated. Your immediate attention to this matter is not only expected but necessary to maintain the trust and business of valued customers like myself. Sincerely, Disappointed Long Time Customer.

Sells products without explaining warranty properly. Throws away warranty, then tells you wrong information with confidence. 1/10 costumer service by everyone from the store manger down.

Walked in and instead of a greeting was met with a dirty look. Only got worse as I was talked over, cut off, and belittled with a snarky "duhhh, what's customer service?" Tone of voice. This guy literally only took 3 minutes to disrespect me so badly I had to walk out of the store to prevent a fight. Just disgusting, seriously. Shut down your business if you can't find a decent human being to represent your store. The Victra shops are all scammers so I thought I'd find old fashioned normalcy by entering a "real Verizon" but it wasn't to be. Can't wait to switch carriers, as this was my last straw with Verizon.

We drove 30+ minutes to the city after doing research online and knowing the phone we wanted to buy. We even visited Napa Verizon’s website and nothing said we needed an appointment after a certain time. We got there at 5:15 and the rep said we needed an appointment after 5 to purchase a phone and we’d have to come back another time. He made no effort to accommodate us or check if they could fit us in. Terrible service.

No help at all. I’ve gone to this branch multiple times only because it is the closest one to me. But not once have I gotten the service I needed. I first went to try and get a new phone for my husband and add him to my plan. We kept going back because they told us they did not have enough people to help us and the wait would be too long. Eventually, we went to the Verizon in American Canyon and we were immediately able to get a new phone there. Then later on when I had to cancel a line on my plan, they just told me to call a number. I can look up the number on my own. I went in person so I could get in person assistance! I’m definitely not returning to this branch again.

This store has no idea what they are doing. I went in because my mom who has older and has dementia has a bunch of extra phone lines and charges on her account. The manager told me to create a new line and add it to my own account to manage and then I could close the other account and handle those issues separately. All he did was add yet another line to her account so she not only lost her original phone number while still being charged but now she's paying for another line that it turns out can't be transferred for 30 days. She should have just transferred her original number but instead is paying even more and lost her long time phone number. What a mess. I'll never go in this store again.

One of my Napa wine tour clients had his phone go completely dead just before I arrived. He was a little stressed out about being out of contact for his own business clients. I figured it was a bit of a hail mary, but I swung down to the Vzn store with his phone after dropping them off at their first winery. I walked in and the gentleman checking people in was speaking with another customer, but he was kind enough to pause to get me checked in asap. Upon hearing the story and seeing the phone, he waved his magic wand (a soft reset, I think) and brought the phone back to life. Here I was thinking I'd be stuck staring at overpriced phone cases for an hour, but I was in and out in less than 3 minutes (try that at an actual In-n-Out! Hah!). Thanks much for saving the day!