AT&T

These folks are incompetent. I came in to ask them to insert a SIM card into my new phone, and none of the employees (managers or otherwise) were able to figure it out, despite a long time trying. It turns out, the process takes five seconds — my husband did it that evening. Hope I never have to wait an hour to talk to these useless workers again.

Waited 3x longer than they estimated, received personal insult with lots of attitude by employee after expressing frustration that I waited so long.

Changed over to Comcast, so I went to the AT&T store to drop off the equipment and cancel my service and the gal at the door took my name after I told her what I wanted to do so I could wait for the next available person to help me. Well when I tell the guy what I want he says you can not drop off the equipment here you have to take it to a UPS store with your account number and they will ship it back, very strange and on top of that they can not deal with account issues or cancelations you have to call an 877 number and do that over the phone, talk about lacking customer service!

Terrible experience. They have the poorest conceived queueing system I’ve ever seen. There’s no way to walk in, pick a common item off the shelf outside of a tiny assortment, and purchase it.
I work in mobile and I’ve been in thousands of carrier and third party mobile retail stores and this is at the top of the list in terms of missing the mark for the desired audience. In optimizing for browsers, AT&T has created a completely unfriendly environment for people looking to walk in, make a quick purchase, and leave.

I’ve had good service here in the past and was very disappointed by my last visit. I just wanted to buy a replacement cable. Carlos and Tracy ended up looking at my service and convinced me that I could bundle in Digital Life with my regular U-​verse account and not pay anything extra. In fact, my bill would be $ 20 less per month. I did get the equipment installed for a low price but then discovered that I was going to be charged close to $ 50 extra per month and there was no bundling. AT&T was able to give me a bit of a discount each month so they have retained me as a customer but the store, not so much so.

I signed up to use AT&T but I could never use the service I paid for. Despite the fact that AT&T representatives recognized that I could not use my phone because of the information on their website is not accurate (my unlocked Sprint phone was listed as compatible after I ran an IMEI check) AT&T still refuses to refund my payment because they said that the account is closed so technically they can’t issue a refund. The only reason why I could not use their services is because the phone I had could not be used in their network, but this is not my fault but theirs because the website provided me with wrong information. I fell fot it and after paying for the service they told me that was not compatible at all and that if I wanted to use their services I had to buy a new phone.
What a piece of shit of a company I am happy I’ll be filling complaints against them at the BBB, FTC and FCC. By the way, the employee who helped me set up the account at the store (Tony) was very helpful but not enough to make it work for this scam of a company.

Worst services ever, the manager is not willing to help at all. Making up excuses giving me AT and T technical number instead. Ending up I found the AT and T setting my phone and resolve the problem myself.
Mr Manager you r here to help customer to resolve problem, so do your job with a good attitude. This is the worst AT n T shop I’ve been to.

It is unfortunate what once used to be a great store to change to what it is today. The Apple store-​like change seems to make the customer service reps think that they’re Genius… While there were 7 people on the wait list, we saw one guy literally walking around aimlessly with a tablet staring at all the customers, super weird. This seems to be the norm according to all other reviews. This makes you wonder if their management, or AT&T up the chain is paying any attention — not good for business. None of the reps seem to be happy with their job, you don’t hear the usual pleasant exchange with customers (actually, we don’t see any happy customers either!)
Then we over heard this one rep who started to mouth off at a customer who got fed up and just left. This is really really bad from customer perspective, not sure who’s really the manager there, certainly not obvious from the reps who don’t seem to care. This really makes one want to simply switch vendor. Looks like Customer Service 101 was not offered in their employee training.

Wasted an hour waiting bc the girl checking me in didn’t bother to check inventory on the phone I wanted. 1 week to 1 month ship time? No thanks. They guy who tried to help me was nice enough.

We purchased phone, internet and TV Service for three people. I have no complaint about the actual services itself. But the way we were treated in-​store in Mountain View, CA was horrible once we signed our contracts.
They gave us their number but didn’t return any calls we made with questions, lied completely about what our monthly bill would be and never followed through like they said they would. We felt completely deceived!
AT&Ts customer service at the store was the worst I’ve ever received which includes using Verizon and T– Mobil previously. Once our phones are paid off, we’ll be switching back to T-​Mobil or Verizon. I also will be sharing my experiences with co-​workers, my fiancé s and her fathers coworkers as well as the BBB and any other review sites.
BTW the assistant manager managers name was Seyar and the person who assisted us was Jason. Both can talk like used car salesman and seem sincere, but will ignore and avoid you once the contracts are signed…

Came her to buy a pre-​paid SIM card for a Smartphone. Service was fairly quick and seamless. Based on the reviews, I’m thinking this is a hit or miss situation.

The wait time here sucks !!! 1.5 hour wait … The rep I come see is great but my goodness every AT&T locations’ wait time is atrocious! I just need an exchange :(

Horrible Service. And endless wait.
They make you wait. Their estimate says 10 minutes and it comes down to 45 minutes. «Sorry, we can’t predict how much time it will take» comes the reply.
While waiting for your chance, you wonder why so many of at&t guys are laughing and not attending to anyone.
Then you are assigned to this bearded guy, who is outright rude, impatient and thankless. He doesn’t know what customer service is, neither has the patience to hear the query.
To top it all, the manager changes places from initially understanding your query to denying it later. These guys don’t know what politeness is.
Go to this location only if you are getting too bored, want to kill your time and want to come out red faced at the end of it.

This is a very simple business yet the staff at this location continue to offer unacceptable service. I’ve been an AT&T customer for decades, as have all my extended family. I’m the tech go to guy in the family and have a 99% success rate in getting them to follow my advice. For decades my advice has been to go with AT&T which they dutifully followed, but the service I have been getting from this location for the past few years has made me regret that advice.
The staff here acts friendly and helpful but the reality is that it’s always a hassle to get exactly what I want, it’s always more about them making their commission rather than what I want. Since I’m paying premium prices I expect service that is equal to what I pay, unfortunately AT&T has been failing worse at that every year.
The pattern is the same, I read about a change to AT&T’s plans or a competitors change, so I go in to see if I can find a better deal, it just doesn’t happen, their is always a glitch, and when I bring it up, the staff is not apologetic they simply get hostile and try to usher me out (presumably because they realize that they can’t make money off me).
Today I went to this location because T-​Mobile lowered their rates and their plan looks much better to me. I had already been tricked by the staff at this location to give up our unlimited plan for a better plan that turned out to be worse for us.
I went in with the intention of being very clear, I told the usher at the front door that I wanted to find a new plan that would save me money, he said yes we just changed plans and can help you with that. So I signed in and waited. And waited, and waited. It’s amazing how slow they have gotten considering that they aren’t selling anything new, after a hundred years you’d think that these guys would be good at taking care of customers efficiently but they aren’t.
After a long wait (with no one ahead of me, according to the usher), an employee finally comes over. I had been looking at the plans that the usher pulled up for me on a tablet. I’m confused, I came in to get one of the new cheaper plans but they all look more expensive to me. He told me that he could find me the right plan.
He didn’t. After looking at my account, he proudly announced that the new plan would cost me more but that I’d get a little more data than I have now. I don’t need more data, I don’t come close to using what I already have, I just came in to lower my cost. How can I lower my monthly bill? I asked him politely. You can’t, he answered sternly.
I asked when I came in for help in lowering my bill, not raising it. Why can’t I lower my bill with the newly announced plans? I asked politely, his stern reply was: you can’t!
I also noticed that there is no unlimited calling and text listed in the set of plans that I was being shown. He said that unlimited that included within the US only, the higher plans include unlimited to Canada and Mexico, which I don’t need. I asked to see that unlimited calls and text were included, in writing. He said that he couldn’t show me that.
Now the usher comes over and tries to double team me, saying: we can’t show you that because it’s in the contract that you have to sign.
Ok, I want to see the contract, please. No, his stern reply was that I have to sign if then I can read it.
I’m sorry, I politely replied. In the US we get to read contracts before we sign them, I’d like to read it please. No! You can’t see it!
You mean that I have to sign the contract before I can read it? Yes. You must sign first, was his terse reply.
So you want me to pay more each month and you want me to sign a contract that I haven’t read? Yes, they both agreed that I would have do that.
I told him that I read the news article that T-​Mobile had actually lowered their prices and their plans look like they would actually save me money. Then «go to T-​Mobile» was his hostile reply, from his rather angry looking face.
Ok, I’m going to go talk to them. Yes, I mean it. And I’m seriously considering switching my large extended family over to T-​Mobile.
I’m tired of how AT&T just walks all over us, even when they should be lowering prices in face of better plans from the competition, AT&T instead mixes things up so they can spin their price increase to appear as a price reduction.
By the way, they absolutely can show you a copy of the contract, just have them enter your account and select the new plan. It will display the new prices (without taxes, unfortunately) so you have a pretty close idea of what this will really cost you. If they won’t show you the contract before you commit (which is illegal) then go pay T-​Mobile a visit.

Thanks a lot for helping out. Kevin was great. I needed to print out all the bills. Kevin spent more than an hour helping. Amazing experience with AT&T!

I went to the store today to get a new SIM card. It should be a very fast transaction; however, when I arrived I was told that I would need to wait 10 minutes to speak to someone! After 15 minutes I went to speak to the manager. Nothing! All the while, there were employees milling about. Finally, after 25+ minutes, an employee helped me (and the transaction took 2 minutes). Simply ridiculous!
Overall, terrible service. It’s not even 1 star, I would give it 0 but they don’t have this option.

This review is for Retail Sales Consultant (Victor Estrada)
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I went to the store at 730pm PST on a Tuesday nite. Note: the store closes at 8pm.
Victor E. spent his time explaining the plan information to me. He was very patient to stay WAY BEYOND 8pm store closing time to finish up my phone and account setup.
I am totally impressed with his patience and his knowledge. If his boss/​manager reads this, Victor E. is the perfect employee to keep + promote. If you need more info, feel free to contact me here.
Thanks Victor. Another happy AT&T customer and I should be back to you again for my AT&T needs (alarm, UVerse, etc)

You can’t get out of this store in less than an hour even with an appointment. Since when did buying a phone become like the old way of buying a car??? I’ve come here a couple of times trying to upgrade my iPhone 5 to a 6. The first time, rep Alex tells me I can’t just buy the phone, I have to put it in their Next program. The second time, rep Kevin says I can just pay for the full amount of the phone upfront. BUT, how about a home security system? Or, how about a device for your home phone? Or how about Uverse? Or, how about our internet service? We did this for an hour and even had the store manager come by to tell me «just for me today» I can get the home security system for a $ 9.99 deposit right now. Does it sound like the «what’ll it take to have you drive out of here with that car today» line?
Once I tell Kevin that I need to go and need to just upgrade my iPhone, his attitude changes 180. He slides the box with the iPhone to me. Doesn’t even open it to make sure the number is transferred correctly and the phone is working. Tells me «you’re in a hurry, right?» No «thank you». No walking me to the door. The sweet talking on how he appreciates that I’ve been an AT&T customer for so long is gone. I get home and discover that he’s put phone insurance on my plan without having asked me!
#AT&TSucks. Some things have changed where these idiot 20-​something reps are getting commissioned on add-​on services. They probably don’t get much on just an iPhone upgrade. I don’t know if it’ll be better, but next time I’ll go to the Santa Clara store if I need anything — like getting the insurance off my plan.

I’ve actually never had a bad experience here, and I’ve been here a few times. It’s not stellar or anything, but the employees do always solve my problems. So if you don’t make an appointment head of time, you get put into a queue. The wait is usually not horrendous – it’s kind of annoying to not have anywhere to sit, but that’s a pretty moot point. I stopped by today during the day and had about a 20 min wait. There’s also free wifi that is pretty fast so that speeds up your wait. I’m also always amazed at how they always know who you are when you make it up the queue. You tell them the problem, they do what they can to fix it. I’ve mostly been here to fix data not working on my phone problems when I transition between phones, and it’s always been a pleasant experience. They say hello, they’re friendly, and they do their job. It’s really not so bad.

Ramesh
One of the worst service and manger (his name Gordan) was so RUDE. He don’t have any intention to help customers. Even he don’t know how to deal with customer problems. I dint expect that kind of wired behavior from At&t store Manager.