AT&T

Entered the business the other day to upgrade my phone & check on service costs. Warmly greeted at the door and told how long my wait would be. After grabbing a tea, I settled in with my book and was pleasantly surprised at how quickly they got to me. I was assisted by Jose Fernandez. He was so far above and beyond what I’d expected in terms of customer service, I was almost rendered speechless. Thrilled to have met him and have had him take care of my phone and security needs.

Didn’t AT&T originally stand for AMERICAN Telephone and Telegraph? Not so American anymore. I Was on the phone with a non American out of country call for almost an hour trying to get service for my 90 year old mother whose phone had quit working. I was so frustrated by the experience I was almost in tears and my mother was. I hate what AT&T is today. Oh, and by the way, that bundling package you worked us so hard for will be unbundled this week!!!

On March 5, 2016, we came in to upgrade phones, and of course, specified to work with Drew Barry, retail sales consultant. This man always goes above and beyond to deliver exceptional customer service! We came in to upgrade our phones (2 Galaxy S7s) and walked out with 2 Samsung watches, an LG G Pad F 8.0, and a minidrone! We’ve been loyal to AT&T since the beginning (since it was Cingular Wireless). Drew Barry ensures our loyalty by treating us like we’re his favorite customers!

You lost business today and it seems to be a problem with ALL AT&T Stores.
When I came in to get my Samsung Note 4 about fifteen months ago it was a wonderful experience. The person who helped me genuinely lead me through the decision, helped me find the phone that was right for me at the time. Now the store’s customer service has completely changed the worst.
Upon being greeted we were addressed with «Hey Guys! Why are you here?!» which is the most unprofessional way you could possible greet some one who is about to spend a lot of money. From there things were ok, and I had questions, trying to decide whether or not to go back to Apple or stick with Samsung or possibly another brand all together. I was shown a few products and when I said «I think I need a minute» I was given a look that read, «you can’t just make up your mind?»
I was looking at the Apple products because there was a deal where I’d get a free iPad Mini 2. I thought it was a good deal, I was interested, but out of no where two unsupervised children raced between myself and the person I was with. One pushed me out of the way and grabbed the phone. I was so annoyed that nobody was doing anything about these kids and when I went to find the young woman helping us, she was deep into a conversation with some one who’d just dropped in to say hi.
Unable to get their attention, unable to even use the product I was looking to buy, and completely fed up I left and went to the Santa Rosa Plaza location… the story will continue there.

WORST COMPANY, WORST CUSTOMER SERVICE and it didn’t stop there.
EVERYONE in this store except for one guy (who I cant remember his name) acted like they did not care! They all just kept trying to give me phone numbers to assist me, they were so lazy and didn’t want to deal with me it was ridiculous. All the numbers they gave me were not what I needed and because of it I was not within the first 13 days and couldn’t return my phone. So not only was I stuck with a phone i hate but now after having this piece of crap for 4 months, it all the sudden stopped working yesterday! I hate ATT!!! I regret leaving Verizon EVER SINGLE DAY. I’m going back to them today and getting out of this stupid company. We have internet with them at my house too and its terrible also. AND the first time I went in here a guy tried making me pay like 500 bucks just to start service and I have great credit! Im not stupid I understand how commission works! ATT sucks at everything! save your money and go to a company with better service and customer service. these people are terrible and always charge extra crap without a word too. ugh so pissed!!!

This place is terrible. Very poor customer service. My wife purchased a new iphone 6, and gave the old iphone 5 to me. Omar T, seems to be the genius who helped her judging by the name on the receipt. You would think, that if someone was buying/​keeping their old phone, you would not assign the same IMEI to the new phone, as that which was on the old one. Especially if that customer specifically asked you to wipe that old phone clean. Perhaps some of this was an error on my wife, by not specifying all of this into language a second grader could understand… But again then in dealing with AT&T through their online unlock request (multiple times), and through multiple phone calls (like 5 or 6) no one could seem to figure out WTF was wrong…
In all I would say AT&T is garbage! I would never give them my business!!!
WORST COMPANY EVER!!!

¼/​2016
1:45pm
This company is beyond annoying.
First off Natalie was amazing, she executed my return. However, the gentleman whom checked me in annoyed me as much as the company itself and if the same store manager is here… him too. Before check in one guy told a lady her wait would be 7 people in front of her and wouldn’t give an estimated time. My check in guy told me to make a return I’d have to wait about 40 mins. Seriously, my transaction ended up taking about 2 minutes.
When I purchased the said item I didn’t have to wait in line, yes there was a line. They sent me over to one of the 3 people hanging out at what looks like a main cash wrap area. I say looks like because anyone can do anything in any square foot of the store with their portable doodaa they carry around.
What annoyed me about the guy checking me in was he told the customer in front of me the they didn’t have a bathroom but what they did have (lol, did have) was a Chipotle next door and they have one. Don’t send your customers into another business to use their bathroom. Maybe AT&T pays for Chipotle’s toilet paper, what do I know.
And then his attitude was basically oh well if you can’t wait 40 mins to do a return. You’ll just have to sit in line like everyone else even if you don’t need to sit down and chat about which stupid phone plan you need, gripe about you bill, or ask a ton of lame q’s about upgrading.
I understand everyone needs to wait their turn but come on. I’m an in and out transaction not a I need 15 mins to ask you q’s and get answers. Just like restaurants have to go lines… get in get out. Also, thanks for never answering your phone. For as cheap as att is I’m surprised they even have a phone line to the store.
I’m grandfathered in to the old unlimited plan. I’m glad they’re getting a huge fine for what they did! And I’m also glad they got in trouble for those 3^rd party charges they never wanted to help their customers with.
There are a few awesome employees here and one of them is Natalie. Thank you to Natalie. Employee of the month in my eyes. She doesn’t belong here, she’s too human and has too great of customer service. I’m not saying that because she got me out in a jiffy but because she truly has a genuine customer service ability about herself. She probably goes around making people happy because that’s what makes her happy, doing a good job. Cheers to the non robots working in sales and retail! That’s how I work and appreciate others who perform with the same ethic.

Terrible customer service! The staffs here are not knowledgeable at all. I asked them if they can recover the file I just deleted from my phone, they make me wait three hours and then told me «no»! Is that ridiculous?

I stopped by this location today to educate myself about the new home security camera, a gentleman name Flo helped me out, he was really patient and professional, I just want to thank him for going on all the detail with me, not only got the information I needed I also made a new friend …

Year after year we’ve been coming here and Drew Barry retail sales consultant and we get the best service. He sold me my first iPhone and 5 in between… today walking out with 3 new tablets for .99 Christmas in September from dreuVerse. He’s has awesome knowledge on every product and will lead you to the best option for your lifestyle. Thanks Drew, we’ll see you in December for some upgrades

We got a great deal to move from Verizon who’s customer service is terrible. We walked out with two new phones put no money down and received credit towards our bill for handing in our Verizon phones and moving our numbers over. Carter was fantastic, he gave great customer service and is very professional

Worst service I have had in my entire life at a Att store and I have been a customer for almost 10 years I sat in the store for 50 min to purchases a 3G microcell which only took 4 minutes to ring me up they had a very special work named Jeremy that stood at the front and played on an iPad but could do nothing it was the worst setup for client intake I have ever seen when they could have had me
In and out In less the 5 min while other employs are out front just talking to people by far the worst ran Att corporate store I have been 2 I even complained after a half hour of waiting and asked to talk To The manager and he came out after another 10 min to tell me he could do Nothing in the time he spent walking back and forth looking for a business card which he didn’t have and he’s the manager of the store just show right there how in professional the store is he had to cross out another employs name and right his on the card so I had it for the complaint when he could have just helped me himself and got
Me out the door but instead I got no service from anyone for 50min for a 5 min max job

This store was horrible, then it got better, now horrible again.
There is always a wait. Appt. online are hard to make, and don’t work.
Staff could care less, I vow to never go there again

Went in to this AT&T location today with my family and Drew provided us with great customer service! He’s very knowledgeable about the product and took the time to listen to our needs. He helped us upgrade my Iphone 5 to the Samsung Galaxy s6 (very excited for its arrival). Thank you Drewverse! Happy to type this review on my new LG 7.0 lite Tablet that I also got today for an awesome deal.

The best customer service experience ever at At&T by Greg!!!
He took the time to answer my questions and help me upgrade my family’s phones and services. I got an iPhone 6+ for a nominal monthly increase because of his help explaining my fees and services.
I have never left the at&t store this happy. I’ve been back three times since and wait for Greg to help me each time. I told him I needed a Bluetooth speaker and he helped me get the perfect one… on sale too. Thanks Greg for your great support. I’m happy to say that Greg has made me a very happy AT&T customer

dumbest bunch of people I have ever dealt with in any business, and you don’t need to know anything but to know how to take peoples money and when they come back make them deal with some one else and always blame it on the last person and then you have to wait again to deal with then next numb nuts to have them screw it up even worse and when you call them on their waste of your three house they said they couldn’t fix all your trouble in one day??? W.T.F. ??? I have been in that dumb store four times since Sunday and my phone still don’t work…
I already had them transfer my number and I don’t want to ever do this again.
I hate AT&T and the dumb people who work for them…

I had the worst experience ever and im so glad now that I switched to VERIZON The people working in this branch know nothing about anything, they just want to open accounts to reach there monthly goal, they promice you something and yhen you receive something else.
Just make sure you dont have to go and deal with thoes dummies.

AT&T is the ABSOLUTE WORST service ever!!! The U-​verse service is so bad it’s going to ruin the business I just bought. We need the internet to process credit and debit cards which most people use these days. It can be out/​down at anytime, no warning, no idea when or if it’s coming back. When I bought this retail business and put service in my name AT&T required we upgrade!!! Well, it’s never ending and on top of that they sent me a letter telling me my bill was overdue but I never got one!!! No way to get a hold of them without an hour long wait, no e-​mail address at all!!!
Plus the phone service is separate from the internet!!! I can’t figure out what is happening with it since they sent an e-​mail that I paid something but I don’t recognize that at all. I wish they would sort it out but there is no way to contact them!!!

We got lucky with our rep! Drew was extremely helpful with deciding which phone to choose and also with getting me the monthly bill amount I wanted. The hubs and I walked in thinking we were going to walk out with an iPhone 6 plus for each of us (they had them in stock!) and be paying our $ 600.00 + taxes and a 2 year agreement. Well apparently that doesn’t work well with our plan as it would have made our monthly payments go up :/​this is where I am disappointed with AT&T but Drew took his time with me and explained the situation and our options. Thanks for being so patient Drew! He also reworked our plan so that the monthly impact wouldn’t be as much as first thought. We weren’t using the amount of data we had signed up for so we knocked it down and that made up for a portion of the difference.
I wasn’t too crazy about the iPhone 6 plus once I handled the Samsung Note 4. Thankfully the Samsung rep was there and told me how to easily import my items from my icloud account into Samsungs phone. That made me jump ship even though I was hesitant, I loved my iPhone but I like the camera and feel better on the Samsung.
The customer service in this store has always been great! I just wish AT&T had better competition with coverage so we would have more options.

Iris is amazing, down to earth, explained everything to us so we could understand it. Great consultant! She really made the difference between this being a good review or a bad review.
Last time the man and I went here (on a Saturday afternoon) we ended up walking out with nothing after talking to sales rep who would not explain anything to us and just kept telling us our bill would go up either way (phone upgrade time) and all this BS — did not explain ANYTHING just kept trying to sell up without us knowing any info. We walked out because it was just overkill with no info. I’ve worked in sales for over ten years, I know when someone is just trying to get their commission and get you out the door and do not appreciate it at all. (All after waiting in their queue to talk to someone for around an hour… ok)
Now, THIS time we went a on a friday afternoon… we only waited in queue for around 15mins or so. We had the luck of getting the sales consultant Iris… she was AMAZING! Not only was she down to earth, she did not try to UPSELL the crap outta us. She would bring up the other options, upsales stuff and when we shot it down that was that… no begging of desperation… no sales-​y tactics. She spent over an hour with us, listened to everything we wanted and did not want and explained everything in terms so we actually understood. She didn’t just show us things on their little ATT plan tablet, she wrote everything down so we could see it. Great eye contact too, did not get that used car pushy attitude from her. I highly recommend if ya head over to ask for her by name and get treated like a real person. We left with two brand new phones, only paying tax and our plan upgraded and our bill lowered. BAM! Thank you, Iris.