AT&T

I was skeptical about going to this store in Berkeley after reading the reviews. Pleasantly it was a good experience. I was greatest, checked in and was told I would be assisted in a couple of minutes. Browsed around and Simon came to assist me with my request. He helped with reconnecting my new phone, provided packaging tape to box up my old phone for return and consistently asked if I had any questions or if I needed help with anything else. He given gave me his business card for future reference.

Shout out to John for being very helpful and patient as I switched from one family plan to another. He immediately greeted me when I walked in the door and kept his smile while talking me through the steps. Even if the process was a headache, John personally gets five stars for his service. If only they kept SEs in stock at this location!

Do NOT get TV/​Internet services from this location!!! I had my install in March and it has been a complete nightmare. The billing has never once been correct and sometimes they charge me more than double what was promised. If you ask for it to be fixed they can shut off your service. You might get solid help here with your cell phone & plans. But do not try to get your TV & Internet from AT&T — if you do get everything in writing and double check your bill each month. I never thought I would want to go back to Comcast, but they were much better, both in billing and in service.

They really did make some progress compare to all the posts I’ve been seeing, you can see that clearly.
I came to get a new prepaid SIM card and they were really nice and friendly and you could see that they came back up the slope.
Would come back!

yep, just like every other review of this place. bad, bad, bad. Just a rude group of people. Went in to upgrade my phone, been with ATT since the start of the whole cell phone biz. Should have been pretty easy, old phone — new phone, no science needed. But damn, are these kids rude. Barely acknowledged, the staff that did talk to me scolded me for not standing in the right place, bunch of employees standing around talking to each other. Crappy experience.
Worst part, last time I was in there — it was awesome. Great people, quick service and they solved my problem. Don’t know what happened to the old team. But, I think this just shows the basic decline of ATT… their days are numbered, you can tell by how little they care about their retail.

I have canceled my ATT account at this store a month ago, because their sales lied to me. Now ATT just sent me a cell phone bill with the phone # that I am not even using. What is going on with this store? Do people know what to do other than taking money?

If only I could give this place negative stars…
This AT&T store straight up lies to you about their policies. They must think i can’t read store policies or something but unfortunately I can read.
The associates here completely blow you off and refuse to talk to you. Their training is also incredibly limited since they know even less than me about their OWN store return policies and their own AT&T charges.
Like seriously? They straight up try to lie to you and give me attitude. I waited 40 minutes to talk to the manager about a defective phone and making an exchange. When I asked associate Deja, she was like, «the manager will come out when he’s ready.» Then she proceeds to take my phone back twice without even telling me what she’s going to do with it.
Ridiculous that they lie about their store policy. Their manager Virgil can at least keep a good attitude when talking to you but their sales associates act like they know everything and pretend their 14 day return and exchange policy doesn’t exist because they don’t want returns to hurt their store revenue. But you can’t just lie to the customer.
I will be filing a complaint with Corporate based on their shitty attitude and complete lack of helpfulness… not to mention, they blatantly lied telling me returns weren’t possible in store when I called customer care twice and they told me I could return it in the store. Was told I could not return or exchange the phone in store when customer service told me otherwise. They lie because they think they can get away with it but when you bring up the facts, they pivot and magically change their policies.
Just read some other reviews on Unilocal about this store. I agree — all the employees here need to be fired and educated on their own store policies or how you shouldn’t lie to the customer (I find it hard to believe that the associates didn’t know that AT&T had a 14 day return policy.)

Just slow, forever. A 30min wait with an appointment is unacceptable for any business that expects repeat business. Starting to wonder if the competition does a better job, of on time service. Avoiding this store all together in the future.

I was in a bind last night because I had ordered a phone for pickup at this location but couldn’t arrive until right at closing time (to the minute). I figured they would blow me off, but Donnell was very kind, helpful, and patient, and got me set up even though it meant staying late. Excellent customer service and he did a good job answering my questions and walking me through the process. This was my 5^th stop on my search to buy a freaking iPhone and I finally had success here with Donnell’s help.
5 stars for Donnell

worthless, worthless, worthless, absolutely no interest to help. i will go someplace else where people want to help!!!

Was helped about 3 weeks ago by a wonderful manager (Virgil) who was very kind, efficient, and resolved our problem. There should me more managers like this who truly care about their customers! I was not sure what to expect when I came into the store, but this manager spent almost an hour to make sure everything was good before we left the store. I purchased a Galaxy s6 active phone too and have been very happy with it too. Thanks so much!
Also props to another ATT store salesperson who made us laugh and also gave wonderful service. I think his name was Pete or Peter, and he made it very fun picking a new phone by comparing some with big screens to pancakes and other with thicker sides to waffles. Do you want a pancake or waffle? I ended up taking the pancake :-)

Screw this place. Screw the employees (especially the useless sack of flesh Manny), screw the management, and screw AT&T in general.
First off, this store is completely useless because of the employees. They are the most unhelpful bunch of incompetent workers I’ve ever seen. There customer service is terrible and they will OUTRIGHT lie to you about your account. Please, take the time and find a different store. You’ll be a lot happier.

WORST experience in over 30 years! A little over a year ago, switched from ComCast to AT+T due to a nice young man who came to our door, convincing me that we’d save money. Switched our land-​line, internet and cable. Since then, our phone line has gone down FOUR TIMES! It is horrible. Then the last time, the technician plugged our home alarm system back in to the wrong socket and we had to pay $ 100. to have the home alarm technician come out to fix that. It’s been a disaster and I’ve asked TWICE to have a high level supervisor call us back if they want to retain our service. In both instances, was promised a call back, but nothing. We’re done with AT+T. Save yourselves the trouble!

Worst Customer service Ever. Ever. Ever. I was denied because my middle name isn’t on my ID. I asked to speak to a manager, the door greeter said «You can speak to me», and was denied a supervisor. I was trying to upgrade my service and was treated like DIRT.
The Lafayette store always provided the BEST service ever. I miss them.
I’ve been here to the Berkeley store 3 times, and have always been treated with distain and NEVER gotten a single answer to any question. ATT needs to fire the entire staff and re-​open as a customer-​friendly store. I manage a large store, and customer service is what I do. THIS is the worst CS I’ve had in years. SHAME.
I called ATT and got my upgrade before I walked back to my car, (Thanks, Miguel R.). Why were they being so difficult at the store? Do they hate face time?
Seriously, if this girl was working for me, I would have fired her that morning.

John Lee was incredibly helpful. This is the only core store you can go to. I love my place in Alameda, but these guys were able to do things with my business plan that saved me. If you have a lot of phones, you will actually save time driving from the Emeryville store to here because they have enough salesmen on the floor.
YAY!

Long lines. I knew more about the phones and their plans then the sales rep. package was back ordered by a MONTH after they said I should get it within the week! screw this company and thier over-​priced plans

2 stars. Nobody really knows what they’re doing here, and customer service is lacking. Located in downtown Berkeley, so parking isn’t much of an option.
I walked in to upgrade to a new phone and sign a new 2 year contract. I was immediately told that I’d save money by going to a monthly payment plan without contract. This may be true, but the employee who helped me spared every detail she could as to why that was, no matter how many times I asked. Each question I had was followed by a vague, unenthused answer and a roll of the eyes. It was a very confusing experience, but I needed a new phone ASAP and so I pick up the Samsung Galaxy S6 on a monthly payment plan.
The home button was broken! The first employee that had helped me said I could exchange the phone within 14 days if there is anything wrong with it, so I go to the store the following day during lunch to replace it. Another woman says that I can exchange it but need to bring the packaging. The first employee had said I didn’t need to return the packaging, so these comments were conflicting. Whatever, I’ll return the next day during lunch with the packaging.
Nope! Third employee to help me says that they don’t do phone exchanges AT ALL in AT&T stores, and I would have to go all the way to Walnut Creek to get another phone! I called the distributor in Walnut Creek, and they said they could replace my BRAND NEW, 2 days old phone with a REFURBISHED! Nuh-​uh. I immediately went back to the store, explained to them my problem and my irritation with the store. Finally a 4^th employee helped me and exchanged my phone no problem. I’m thankful for that, and while I appreciate his «bro attitude,» it seemed like he was really looking for an internal promotion because he was really pushing me to rate him a 5 star in some review. Nice guy and the only one that really went out of his way to help me, but came on a little strong.
I won’t be returning to this store anytime soon, but am glad that I was finally able to find an employee that would honor their exchange policy.

Time: 4:07pm/63°F partly sunny
Purpose: Phone acted up during my work hours. Since our company approves BYOP aka (bring your own phone) policy. I started using my own and corporate pays the bill.
Set-​up: Mobile, internet, home security, accessories, bill payment, trouble shooting, bundle packages, corporate accounts, shared data, family plans data, new line, multiple lines, custom orders/​styles, functional display gadgets.
Staff: About 5 – 6 workers on sales floor, off peak time. Got lucky without them putting my name on tablet and go wait. Explain my situation and next thing we were at counter with me taking out SIM card. Clerk did a magic less than 5 min I was out with faster connection.
Cleanliness: Grade A, every product in box unopened. Each item on wall had security peg stopper to prevent theft. That explains the characters outside and security guard. Carpet clean no tears, spills or gum stuck. Counter area organized well kept.
Products/​Services: Swap out old to new SIM card. No purchase of any sort needed. Simple activation, afterwards signal strength shows overwhelming improvement. Web browsing was super fast at a blink of eye page from page snappy fast.
Punch Lines: No waiting (4ish pm), knows customer needs, friendly, zippy service, no push for sales, explain in details, shreds old SIM, in/​out under 5 min tops, within steps of Bart, characters loitering (sidewalk), security guard on duty.
Tradeoffs: This store is good for people that walks, bike, public transportation, get drop off. Otherwise driving is not recommended, parking impossible.
Final Thoughts: This was the first time, I step into an at&t store this year. I do most of my transactions online, so no need to see anyone physically. However, I learn some crucial info here. Come during off times, have all necessary info ready, explain trouble in details (pics if possible), SIM swap don’t need ID just your number and password. First time I’ve ever go in and left under five minutes with no major disappointment.

0 stars!
Unbelievably stupid ensemble of people working here! Takes 3 visits to change account info! Call centre people are even worse! So no option but to bear the onslaught of idiotic questions and confused expressions of the people working here!

So here’s the deal: this is a phone store. It even has its own phones and phone number — but no one will ever answer the phone if you do happen to call in the split second that the line is free. It just won’t happen. i went down there and when I pointed that out to the clerk, he said they were to busy to answer the phone. I asked him if he understood what ‘irony’ is, but it went over his head.
They have a doorman. Security guy. I have a chihuahua mix. Wouldn’t let it in. Dogs are allegedly not allowed. the reason: allergies.
By now, I am really, really sad that the Parrot store closed a few doors down. It was going to get a lot worse before it got better. I was getting pretty irritated with the sales clerk by now and they must have noticed that at the AT&T headquarters where they tele-​dispatched their secret weapon. The store manager (name forgotten) is a tall, beautiful, elegant woman and she is indeed in charge. She is one of those managers that can instantly diffuse a situation — which she did. She strolled out languidly, extended her hand and introduced herself and sorted everything out within a minute. Pretty impressive — both stars up there go to her.
But, hot manger or not, the story doth not end there. My phone took over ten days to arrive, during which it was there and then it was not there and then it was there and then it wasn’t (apparently).
They get two stars for effort but damn, I miss the Parrot store, the superior service and knowledge there and the fact that no one minded dogs. Oh — before I forget, they lost about a third of my contacts and duplicated about half of them whilst copying them over to my new phone.