AT&T

Very bad experience.
1. They kept you wait forever.
2. They tried so hard to sell you everything. I got a phone protection plan which I told them nonono. I was lucky to find this when check online.
3. They charged $ 25 for an online order pick-​up. I don’t know if this is true because when I called 611, the representative told me it should be free.
I’ll never ever step in this place again.

Okay Justine and AT&T, you really fooled both my mom and I. You said her old account in my deceased father’s name (with 2 lines) was closed AND her new account’s monthly bill would be lowered… you forgot to mention that you neither closed her account (charges still accruing) NOR lowered her monthly bill because you added an iPad for $ 50/​mo that she cannot get taken off her account… And yes, the old lines are still not cancelled! We have gone into your store two more times and my mom has been on the phone with the mothership AT&T for more than 20 hours!!! and this recurring charge is STILL not removed. You haven’t even managed to spell her last name correctly even though she has tried to get this corrected every store visit AND during all those hours she’s spent in the phone! Absolutely THE worst service. Beyond terrible. Once again AT&T you have surpassed all the other terrible experiences with your company and your local stores or corporate personnel care one bit. We will go to your store the day before Thanksgiving one more time to have this corrected… Something tells me it won’t be the last time!

11/​19/​2015
My hubby and I walked in this afternoon, and received Fantastic customer service from «Herman» He answered all of my questions and was exceptionally professional! We just wanted to say Thank you so much.
Keep up the Good work, you would make a Great Supervisor or Manager!
Chef Ann & Mr. Tim

As of yesterday, my wife and I can now GLADLY state that we are no longer with AT&T. After a decade of being with them, the company has traded in experience and customer service for the ignorant, people-​hating teenagers. The situation is under investigation. In the meantime: buh-​bye!

For starters, I have been an AT&T customer since Cingular was around. I’ve never ever ever ever considered switching carriers because AT&T has proved to have service throughout remote areas in the country and even remote areas overseas. I’ve always received excellent customer service at the SAN BERNARDINO (el camino st) location. But last night was my lucky night, and I had to go to the Redlands store…
I arrived at the store around 8 pm from the San Bernardino location because the San Bernardino location said that this store would have ONE phone left in stock (the phone that my sister wanted). When I arrived, I was greeted by no one, that’s fine they were «busy». However it took about 5 minutes of me standing around before a rep, I want to say her name is JUSTINE approached me and said this «There are 7 people in front of you and once it hits 9 o’clock there are no gaurantees that we will be able to go into your account to upgrade your phone, and there are ONLY three of us.» Ok, so? All I heard coming out of her mouth was «please leave I want to get out of here on time.» Maybe she shouldn’t be working at a busy retail store if she can’t handle the pressures of serving people who walk through the door REGARDLESS of time. Or maybe she was rotated to this busy store as punishment, who knows.
So the hour passed by quickly and the clock struck 9. There were still about 4 people in front of me, so I figured if they can help them, they would be able to help me. Last night was the ONLY night my sister and I could come to the store TOGETHER for it was her birthday and she wanted to pick out a new phone.
Around 930, JUSTINE, comes to our table, displeased that we watied that long probably, and asked us what phone we wanted. Oh, she still hasn’t introduced herself, and her hair conveniently covers her name tag so that I couldn’t see her name. We told her about the phone, when she looked it up she said this «that phone is sold out in 23 stores from here to Anaheim, and they discontinued that phone». OKAY. So why did the customer service rep at San Bernardino tell me that there are ONE in stock at the REDLANDS location and SIX in Fontana??? Anyways, she went to the back to «check» again, and to no avail. So then my sister picked out another phone guaranteed to be in stock.
JUSTINE? Came back out with the phone. I made it VERY CLEAR to her that I wanted to use the upgrade from ANOTHER PHONE LINE to upgrade my sister’s phone because her’s was on a 2 year contract still. She said ok, no problem we’ll just do an upgrade switch.
Customers are walking out and since the door was locked reps had to unlock and escourt them out. I’m really not sure WHY? but JUSTINE left our table to walk some people out (even though there were 2 other reps there walking them out) to which end I Saw her hand the brand new phone box to another rep. Once she returned, and the rep returned the phone to her, she then called over Jill, she told Jill to take care of the transaction so she can get a «head start» on closing. It being already 9:30, I did not stop to think or question wheather or not JUSTINE had told Jill that there would be an upgrade switch. Once I signed the contract via iPad twice and swiped my card. I was basically pushed out the door, she didn’t even want to help my sister set up the phone. I thought how unusual, I go to the AT&T store about 3x per a year, and I always leave with documents explaining each line item I expect to see on my next bill, the service rep sets up the phone for me, oh and they also put everythign in a bag? We left the store it was a few minutes before 10 pm. I gave Jill the benefit of the doubt that everything I thought would happen would happen.
About 1030, I decided to send a «test» text message to my sister’s new phone (her old phone is a iphone 5C btw so I can see if it’s still iMessage). Just as I had suspected, no changes were made to her old phone the 5C which should have been discarded all together. INSTEAD, they took the upgrade phone number and placed it in the NEW PHONE that my sister was supposed to have. Which left my other sister (the one whose upgrade I swapped) with a piece of brick that doesn’t work, and the other sister, the one whose birthday it was, with TWO PHONES.
Of course customer service was already closed and I had to painstakingly wait until the morning when they re-​opened. I called right away at 7 am this morning and the rep told me that I had to go in with both devices and have them fix the mistake there. GREAT, I THOUGHT. Now my sisters have to go all day without their phones, they are both in college, and I’m sure all you people know that everybody pretty much relies on their phone for everything these days. NOPE. INSTEAD I had to bring two devices into the store during my LUNCH hour to get it fixed. I had to call 611 AGAIN to get an appointment at this store because after calling the store for half hour straight since they opened NOBODY picked up, ever.

Everything was going great, then my salesman had to end his shift. The saleswoman I dealt with was polite, but until I got home, I didn’t realize the transfer of all my pictures from the old phone to the SD card was unsuccessful. She lost 90% of years of pictures. Some are irreplaceable. I’m so bummed. Melissa, you need more training, before you «help» people.

Chay A and Abel Reyes are the best. Long story short I had a horrible experience at another AT&T location, was really thinking about terminating my service with them. Abel and Chay redeemed AT&T. Their customer service was excellent. When I need to upgrade or anything else I will go to that store, even though its a little distance away from where I live. I hope a district manager reads this review because those 2 gentlemen deserve recognition for excellent customer service.

Another establishment with crappy customer service in San Bernardino county. Why am I not surprised. Been a premier business customer for over 6 years and every 2 years I’ve gotten a new phone and renewed the contract at the brick and mortar store. As a matter of fact I renewed here 2 years ago no problem. Came in a month ago only to be told that the grandfathered plan can only be renewed through online. Tried to renew online but the system won’t ship the phone to a PO Box which is the primary address on the credit card.
Called customer service to which they told me there should be no issues with renewing at the branch. Came back yesterday only to be told the same thing. Instead I gave in and agreed to convert it to the 18 month Next plan simply because I was tired of talking to a bunch of blank lifeless faces and I didn’t want to deal with this again when I have to renew. So after picking out the phone and the wireless charger I thought I was done after I signed the paperwork. No it had just begin.
After waiting 20 minutes to get a representative and another 30 minutes to sign the contract, the rep. Yesenia proceeds to tell me that she can’t find the SKU for the charger. She runs in and out of the employee area without ever asking if that’s OK or telling me how long she will take. Nothing. This happens at least 4 times during the course of this interaction. She proceeds to get «help» from a co-​worker who looks up the number or not. Then again she darts into the employee door. WTF?! At this point I have spent 1.5 hours in this god forsaken place. Even other customers are saying why the hell are all the employees in the back. Literally 1 employee is in the front.
Finally being sick of this shit I tell to cancel the whole order and storm out. There is absolutely no customer service here. Just a bunch of young fuck-​offs that don’t give a shit about customer service. And the manager is on the same level. I come back after finding out they had cut the service on my current phone. Instead of getting the manager I get put on the queue and have to wait again. AT&T is an established business and brand but these employees don’t give one shit about it. Hopefully my survey they sent me after the visit will get some attention if not this review. The manager and most of these employees need to be fired and/​or retrained because even a monkey can do a better job.
Sunday 08/​30/​2015
Taking my friends advice I head to Best Buy to switch carriers so I thought. After calling AT&Ts national account services, they told me that because there was a phone plan for a Samsung S6 on the account, they cannot convert the contract to a consumer contract. You see, I have an S4 and the new phone I wanted was the S6 that this manager (come to find out she is Persian) told me after I asked her specifically if I would be charged anything by canceling the phone and plan. She confirms that I will not be charged for anything yet I was going to be charged $ 24.99/month for a phone I didn’t have.
I had to head to another branch because I can’t walk back in here again and told the manager there my story. He was professional and cleared the phone contract up with their support team. This required her to verify that I don’t actually have the phone they attached to my account. Another half a day wasted by a unprofessional manager that thinks customers are there just to inconvenience her. I’m not the only one that thinks this come to find out her peers feel the same way.

Believe all the negative reviews for this particular branch. They’re not spiteful customers. The workers within this establishment are all very unprofessional unfortunately.
They will push you to go with their «special» plan. If it does not go their way, getting your phone will be like going through the valley of hell. You will get your phone, but the process will be painful

Thank you Kathryn for great customer service! Had the best experience upgrading 2 phones on our account!

Christian was awesome! She helped solve a phone swap conundrum and imported/​exported contacts and photos. She made the whole process painless and fast. Thanks!

I don’t normally leave reviews for non-​food related places, but my experience was so great that I felt like they deserved it. I came into this store this past weekend after I broke my iPhone 5s at a concert and the manager, Sanaz, helped me upgrade to an iPhone 6. The whole process was so fast and she went above and beyond to make sure I saved as much $ as possible while still being adequately informed about everything. Even though I directly only worked with her, all the other employees were really nice and helpful as well. Pretty much, the customer service that I received was nothing short of fantastic. I definitely recommend coming here with any of your cellphone needs!

So I drive here to see the new Samsung s6 in person. The lady shows me where they are at. The edge won’t turn on, so I call her over to see if she can fix it. All she could say ya its not charged sorry… so how about you get a charger so I can test the device out. why even have the phone on display if it doesn’t work. Thanks for wasting my time!

We thought we were only going in for new phones. However we spent almost 2 ½ hours in the store. Kathryn was awesome and very patient with us. She found several different ways to save us money and offered services we didn’t know existed. We feel we got tremendous value and service. She could not have been more friendly and knowledgeable. While I am sure there are many good people working in the store I would seek Kathyrn out for assistance anytime.

Place was packed, was still seen fast Melissa was very knowledgeable her customer service was awesome!!!

A little bit of a wait but I just walked in. I dropped my phone in water so I had to do the dreadful new phone ordeal. Kathryn was my sales person. She was delightful, answered all my questions about my bills and my phone. Just to get a phone that did not work. They helped me first thing in the morning. Traded my phone for another new one. All the sales people were delightful. I stick with AT&T for this reason. Thanks guys.

WORST customer service ever! They never answered phone, so I came to this store and waited for almost an hour just to see if they have Iphone 6 available, but nobody can help to check it in the system and nobody get back to me. Don’t come to this store!

I hate this place. Coming here gives me the same bad feeling as when I go to buy a car. They will make you wait forever, to charge you the max, offer you the least and then try to sell you every extra under the sun. Who taught AT&T about customer service? Hitler?
Once a sneaky sales guy here connected my iPad without telling me, had me sign a contract that I thought was a sales receipt, and locked me in a plan without me knowing. So shady. I called to complain and AT&T wasn’t even surprised. They just tried to keep me in the contract.

BAD CUSTOMER SERVICE! There’s nothing else to say. People are waiting to sign in but the workers just stands in the back or in the front chatting.

This is a great AT&T store!
I came here today after reading all the bad reviews as I was desperate to find an AT&T store near my home. I’m very glad I did! It was very busy but organized. I was helped by Oscar who was very professional, helpful and patient with all my questions. I will definitely come here again. If your in a hurry, before going in you can set up an appointment and get faster help. This place is busy!