AT&T

I had the absolute best experience yesterday at this AT&T store. We just switched over from Verizon, which as of now appears to be exactly the same as far as cellular service goes and above and beyond what I would have expected in customer service. Gavin is the man. He spent so much time helping us get the best deal possible, I can’t say enough wonderful things about the entire team at this location. If you’re thinking about switching, do it.

They are always packed. When I purchased my phone a few years ago, I added insurance. Within 2 months there was an accident, and my phone broke. I went to this location, (same one I signed up for at&t at), and they claimed I didn’t have insurance. They also wouldn’t give me a go phone or anything while I waited for the insurance claim. The manager at the time (wish I’d written his name down) was an absolute ass to me. I’m a mom of 4 and could not be without a phone. I refused to go to this location anymore, and go to the one in Camarillo now. Well, dumb me. I purchased a phone for my husband for Christmas online. I did pick up in store, and this location was the one that had it in stock. I received my email that my order was ready. I called and asked if I needed an appointment. The girl on the phone verified that my order was ready, and said I wouldn’t need an appointment. I went directly from grabbing my kids from school. I get there and after 6 minutes (I paid attention), they finally had someone greet me. I explained I was just picking up. They added me to the walk in queue. WTF?! I was pissed. Then a man came up and said they’d get right to helping me. The guy was nice, but clueless. They were refusing to give me my phone that I had already purchased and paid for online. They were trying to say that I couldn’t leave the store without the phone activated. Um, BS. It was a CHRISTMAS gift for my husband, a week before Christmas. They also said they would be deactivating my husband’s phone. Wow, what?! He was at work and had no idea I was getting him a phone. He would’ve had NO phone. He wouldn’t have had a phone for a week! They said I could cancel my online order and purchase on store. Funny, online the phone was free to me, and in store is was $ 99. Nice try. I was there for almost an hour and a half. I called 611 while in the store and explained what was happening. She was on the same page as me. There’s no reason I couldn’t walk out of the store without a phone that I had ordered without activating it. So I put the in store guy on MY phone, and he walked in the back. I was not comfortable with him being out of site with my phone. When he finally came back, I saw that he had rejected a call I’d received on my phone. Not cool. However, as usual, the customer was right, and I walked out with my husband’s new phone. Well, guess what?! Surprise ruined. For one, I was worried they had done something and shut his phone down. AND even when I made sure they weren’t going to alert him, AT&T sent him a text thanking him for his new purchase. So, screw this location. You’ll wait forever, they lie, and don’t know their ass from a hole in the ground. Just sayin’.

Thank you David, Victor & Neal for the best service I have ever received. Would never go anywhere else… They were extremely knowledgeable, helpful and patient. Switched over all of our phones that were on Verizon because of their excellent service. I have been a customer for over 17 years but now they have the entire family. Great place for you to go for cellular needs!

Gabe in the Thousand Oaks store is awesome! He has ALWAYS been helpful with whatever issue has presented itself, be it technical or administrative. His knowledge of the products is fantastic and he always takes the time needed to make sure I understand. He is very patient, helpful and respectful.

I went into this store last night because I was sick of the phone company I was using. After looking online and researching prices I decided to go with AT&T. Gianni is the consultant that helped me and he could not have been any better. He was so nice and so helpful and he made the whole experience fun! My one reason for not wanting to get a new phone was that I would have to get a new number but Gianni made it so I could keep the same one! Whatever you are paying him is not enough!!! Also every other employee working was so nice, especially Jerry and Kaley and Tim! Tim is definitely the eye candy of the store and I would buy 100 more phones just to see him again. Like seriously! He’s so hot! But anyway, if your looking for a great store to get a great deal, go to Gianni or Tim and they’ll take care of you!

We’ve always come here to get our new phones, but I never really realized how rude the staff was until today.
We went in to get a new phone, but first my dad asked a few questions regarding our phone bill. My father is loud man and can come off as rude, but in reality he was extremely confused as to why he was charged 1.5 times than the norm. After the lady explained it once to him and he still did not understand, you could tell she got very annoyed. In addition, when we asked her the process of getting a new phone but switching two number’s contracts, she gave us information that later was proven wrong. We left without a phone because we honestly did not want to be helped by her.
We returned after only an hour, ready to get our phone and give it another try. We were met by another associate, who immediately came off as very cocky and slightly rude. When we asked him questions about the process to clarify everything, he immediately got annoyed and said that he would print a piece of paper that explained everything, instead of actually telling us. He made us feel like being in his presence was a blessing, and it was our pleasure.
Two stars for our visit today, but three stars for our previous visits that have gone A-​Ok.

Went in just to get an upgrade but we ended up changing our entire data plan and upgrading an additional line as well. Our rep, Sarah, was extremely helpful and patient with us. She answered all of our questions and always went the extra mile to make sure we were all taken care of. Whenever I get an upgrade, I’m used to them just activating my phone and leaving me to deal with everything else myself. Sarah walked us through the best and easiest ways to back everything up that we didn’t even know about, saving us a lot of time and headache. We ended up changing our data plan because Sarah noticed we were overpaying for a lot of data that we don’t use, again, going the extra mile for us. She also let us know about promotions going on that could get us free stuff or save money. Reps that are patient and take initiative like her are what all reps should strive to be.

I’ve had good experiences here and bad. Sometimes in the same trip. Today my visit was fine, though it was annoying to have to wait 15 min to be seen. The associate that helped me (Dave) was friendly, polite, and remembered me from an earlier visit I’d made. He helped me promptly and professionally. Only downside was his system was very slow and some of it was related to the team members using tablets instead of regular computers. For example, he had to scroll through something like 10 pages of options and doing so was a slow and tedious task to make sure he didn’t swipe in a way that selected an option. If this had been on a computer screen it would have just had a scroll bar to drag quickly with a mouse. Anyway, the service was fine, just slow. This store is clean and has a good variety of products. They have a good amount of staff but transactions take too long so sometimes you have to wait.

Sales Associate, Sean is soooo bad at following up with his customers. What’s the point of having a business card that has an email address, work cell#, work business phone# and text phone number if you don’t reply when a customer has a concern and question? I don’t get it.
*if you have an issue or concern about your order don’t expect anyone to answer your call when you actually call the store, you get forwarded to a recording that tells you to go online to get your question answered. What kinda customer service is that, a recording?
All in all, LONG wait times at this location. I really wish I had a more positive review, but like many other stores, the customer service is not that great…
*******12/​12/​14 update!!!
Andre is awesome! Thanks for your help!

I dealt with Brad the salesman and Brad the manager. Both were friendly and very helpful in evaluating my account and making sure I’m getting the most for my money.

It isn’t that the store is super busy. I can deal with that. It’s the poor customer service. Came in and had the store manager and his associate to assist me in changing my data plan. They said it was handled, but to call them at the numbers listed on their respective business cards should there be an issue. Well, there was an issue and I wasn’t able to reach either one of the gentleman. I left multiple messages and after 3 WEEKS finally got a hold of them. At this point my cell bill had gone from about $ 220 to about $ 320, which was a problem. They hadn’t properly set up the data sharing plan and I was essentially getting charged double. The response for them not getting back to me was, «sorry we have been really busy with the new iPhone 6 release» Really, after 3 weeks you are telling me that this couldn’t have been resolved? Sorry, that’s a poor excuse…

Amazing service!!!
Went in to check it out a month ago, made an appt for another day, they had no appts available at the time I needed it but one of their employees (Sarah B.) made an effort to come in the following day an hour early just to accommodate my schedule…
Went in again today (with appt) and the service was again… Amazing!!! Thank you Jennifer T for your patience and for all your help…
Very happy w my new phone, case and tablet!!!

Friendly service in a handy but not too busy location — normally much better service than inside a mall. Location used to be part of a local bank that came and went. The staff seems to know what they are doing on iPhone issues and service.

I understand the other negative reviews of this local ATT location. If you walk-​in, be ready to wait! I made an appointment, got check-​in immediately, and waited like at most 10min before a representative called my name. His name was Dan. He was super nice and immediately listened to my plight with the iphone 6 craze. He answered all of my questions and assured me that my iphone6+ woes would be all fixed and I wouldn’t have to send the phone back and wait another month to get the phone. In about 20−25min, he got the charges reversed, waived the re-​stocking fee, «resold» the same phone back to me, got a new SIM with my current phone, and retooled my current plan to save money. I couldn’t have been happier! If there’s anything to take away, get an appointment prior online and bc they are so busy, nobody will pick up. I’m sorry everyone else had a bad experience when I had a good one!

Directly at Management:
Both the managers Sean & Marie were accountable for today’s delays. 9÷27÷14
(1) Talk to your DM about on-​call staffing. (The employees who’d like to pick up the extra hours when you are slammed)
(2) This store is medium size, however, study your appointment scheduling so that everyone is not scheduled at the same time to break for lunch.
(3) ask about integrating your appointment services so that, if your store is running 10 minutes behind schedule those affected customers are notified before waiting 40+ minutes to be helped.
The dmv currently offers this service and helps alleviate savvy customers from wasting their time. I had no choice but to stick it out today. I watched employees walk off for lunch without having adequate staffing to meet the high volume of customers.
It’s really a shame for this store when the individual one on one customer service is spot on. Time to take your accountability to the next level and become more innovative. Cheers to the guy who helped me today after my 3:45pm appointment that turned into 4:30, and barely left the store around 5pm.

They have Some friendly and knowledgeable people. But It seems as if they are only friendly when you are going in to buy a phone. If you are going in here for INFORMATION. I must warn you they might not want to HELP you because they are wanting to JUST SELL.

Excellent employees! Excellent service once in store! However EVERY SINGLE TIME I have to go in because NO ONE will ever answer the phone there! VERY FRUSTRATING when all I am calling about is if they have cases in stock for my new phone. Luckily I live 5 minutes away but it’s damn frustrating.
Word of advice for anyone who calls… as soon as you hear the recording hit 1 and then 2 to ring the store and bypass the recording. If it keeps ringing it’ll go back to the recording. Immediately hit 1 and then 2 again and it’ll ring back the store. I have to do it about 15 times to get someone but eventually someone will pick up if you have patience. After about 5 times it may go to a please wait recording and you may have to hang up and try again.

I went to 3 different AT&T stores. Each one had an hour wait. Took me 4 days to finally get an appt at the one in Thousand Oaks. All I wanted to do was return a charger. But they needed to have a manager do it.
So I got there for my 9am appt. They returned my charger only to discover yesterday (2 months later). It never got credited back to my credit card. So I had to spend another 45 minutes on the phone with Att customer service tracking down this credit. Long story short. These AT&T store fronts are a joke and a waste of time. Especially this in TO. No one even knew how to make a return. Sad.

I’ve been to this store several times before, but I thought it was high time for me to write a review based on the incredible service my family and I got today.
We arrived at the store about an hour before closing time to see if we were eligible for upgrades on our mobile phones. It turned out that we all were! Jeremy was the salesperson helping us out from going through the different data plans to explaining the costs. Hats off to him and the other employees who stayed almost an hour after closing time to help us out!
Overall, the store is in a nice location with ample parking. Depending on what time/​day you go, the wait can get long, but so far, we’ve never had to wait more than 20 minutes. All of the employees are super nice and patient, and they do their best to be as detailed as possible when answering questions. I would definitely recommend people to go to this store if you want excellent customer service!

Has hell frozen over because my mom just got an iPhone! Heck, my mom was calling iPods, iPads back before iPads were even invented!
I never thought I’d never see the day where my mother would own the same cell phone I would have. The employee at the store was very informative and patient when dealing with my mother’s questions. Everything seemed to be moving quite smoothly on a busy day at the AT&T store. There was a bit of a wait before we could speak with an associate but luckily they have a «hostess» who takes your name and tells you how many people you are behind in line. The store itself is quite spacious and there seemed to be plenty of seating for the people waiting to be served.
Overall my experience at this AT&T location went really well. I usually have very low expectations when shopping for cell phones but I think next time my contract is up I might stop here first.