AT&T

This is the WORST store I have ever been to. I have never written a Unilocal review but my experience today prompted me to because the people there and the manager Shiniva (sp?) were the absolute WORST customer service people I have ever met. DO NOT GO TO THIS STORE. I hope upper management gets this message so they can fire this manager and get this store under better management as this store deserves negative five stars.
Summary: I went in to upgrade my iPhone and they would not despite the fact that I spoke to AT&T customer service and they said I should walk into the store and get upgraded and that the restocking fee would be waived because I was within my 14 days buyers remorse period. The store said they wouldn’t waive anything because they don’t care what AT&T customer care says over the phone (great coordination of care for the customer!). I left the store and called AT&T customer care and they apologized for the store and waived the restocking fee and told me to head back into the store to get the phone upgraded. I went back in and this time they said they would not upgrade the phone. I told them I was within my 14 days buyers remorse as the first phone I got shipped was defective and the replacement was within 14 days. They could care less. I left the store so frustrated because I had just wasted more than an hour for NOTHING.
I then called AT&T customer care and they apologized AGAIN for the store and told me they would ship a new phone to me and that the store quality can be very variable and some stores are just terrible. I can say without a doubt that this store is the WORST. The person managing this store knows ABSOLUTELY NOTHING about customer service and treats customers like dog crap. Don’t waste your money and time on AT&T. Their customer care department over the phone and their stores don’t coordinate care and don’t honor what they say to the customer. I am going to stay with Verizon. Anything is better than AT&T.

I waited 5 hours to get a phone. Inadequate staffing.

I came in after going to the location on Hopyard Rd, although there was a fairly long wait, we were assisted by Shafi. From that point forward our experience was nothing short of amazing! Shafi was very patient with my family and went above and beyond to help us. I wanted to keep my number from Florida and Shafi had to contact their service and porting systems to make that happen for me. It was a long process and Shafi was very patient with us throughout. Shafi was great to work with and I would recommend him to anyone!

Expect to wait atleast around an hr before anyone can help you at this store. Really short staffed.
Bad cust service.
I am switching over to sprint. Cheaper than att even after monthly installments.
Thumbs down ATT.

I wanted to upgrade my phone, went to the shop, he said they have a queue and I will have to wait, so I answered him that just check if you have the phone I want first, then will decide if I want to wait or not, as my phone was not available in other stores.
He said sure, he went to check on it, and after 15 minutes, he did not come back, yes, I waited 15 minutes to know if I should wait or not, I felt like my ears are growing and I am changing into a donkey, as he made me wait, without me being on the waiting list, and no sign of him yet.
I had to leave the shop and decided to report this.

Daniel helped me set up a new account and find a new phone that could handle 2 kids watching Little Einstein’s on it. He was very helpful and friendly. Took the time to answer all my questions and showed me how to work my new phone. I would definitely recommend my friends and family!

Slowest place ever. Go in at an obscure hour. There’s no cashier or desk to just do something quick. Avoid this place like the plague. WiFi is horrible, which sucks cause the long waits. You’d think a data company would fast WiFi for waiting…
Listening to the interactions between the employees and customers, they just are slow as possible. Just have someone at the empty main counter doing quick things for customers. Can’t expect att to use brains though.

Our last 2 visits have resulted in charges on our bills that we were explicitly told would not occur, for both U-​Verse and wireless.
AT&T employees routinely misrepresent what charges will actually show up on your bill.
I had to go into store to twice to get these issues resolved.
They are wasting my time.
I also had a quote for $ 80 to trade in my old phone but when i brought it in they told me they could only give me $ 75
I would change providers if there was a bigger difference in cost.

I just need to RETURN something and you can’t just walk in and do that. You have to put your name on the waiting list of people to be seen.
I’ve been here for twenty minutes and I started at eleventh place and now I’m fifth. I’ve had better wait times at most doctors offices. And keep in mind I just need to return a piece of equipment.

My fiancé had her phone service cancelled out of no where from sprint. We came here last minute right before they closed. Hardeep was the sales associate who helped us. He was very knowledgable about all products and hooked it up with price. He stayed late much past their closed time and even helped me out with an issue I had on my own phone. He was great and helped us out in a pinch…

I was having some issues with my U Verse, I came in and was put on the wait list. Shortly after Rachel S was helping me out. She took care of the problem I was having very quickly. I highly recommend asking for her when you go in, she’s great!

I was surprised by my visit to AT&T today! They really seemed to have upped their game. After a small wait, I received the best service that I have gotten from them in years! Brian J. took great care in explaining and helping with my phone upgrade. He REALLY knew what he was talking about and helped be choose a great plan and new phone. Thought about switching a number of time, but if they keep people around like Brian, they’ve got my buzz! Great job!

Came in yesterday to ask a question about phone replacement. The greeter at the front kept cutting me off while I was asking questions and insisted she was unable to help me. I left unhelped and returned today, hoping to get an answer. I was again told I couldn’t do anything about my faulty phone in-​store and would have to file for a replacement online. They wanted to charge me $ 300 for any assistance in store.
Anyways the customer service rep during the second visit was extremely empathetic and really did exhaust all her avenues to help me. I just wish the company would show a little bit more appreciation for their customers who have been with them for 10+ years.

Very rude and unprofessional staff.
I just wanted my phone upgrade and they asked me to come 5 times with different reasons. The manager was giving pathetic justifications for the inefficient service.
I have been with AT&T since last 4 years and this is the worst store to be.
I suggest to visit the San Ramon store instead of this one.
I would have given –infinite star if there was an option. Very unhelpful folks!!!

Meh… but I did accomplish what I needed to do here.
Chantel was very helpful… so service was all 5 stars!
The problem is I called AT&T ahead of time to discuss my options, and they failed to properly explain my service plan options… conveniently leaving out several salient details, and gave me an impossibly low *total* for my plan.
Once we worked through all of this, I got what I was after… and we have a new plan as well as 2 new phones.
I am getting sick of the rapid changes in cell phones… making them like computers off the past… out-​moded too quickly. I hope this trend slows down.
Beware of the lack of accurate information at the AT&T 800 number.
I do love my new phone. Next time I will not bother calling, I will just go in.

These guys rock
They went over everything my phone could do
I had a issue the Apple Store had no time help me with until the end of the week
So off to att
They had me up and running in no time

Went to straighten out my biz account. Trying to add a line but the online AT&T messed it up and the phone never came.
Anthony helped us in our complicated situation, and he was a complete GEM! Sometimes when I have s complex account problem I feel like no one can help– but Anthony really rocked it out.
Our accounts now have all 9 phones on them and I am small business satisfied. #finally
And the best thing is, he never put me on hold. Not even once.

I’m not surprised that the ratings for here is so low.
I walked into the store and did not spot a greeter so I walked to the back of the store to try to check in but the lady said there was a girl at the front of the store checking people in.
When I walked up to her, she was busy texting on her personal phone. Great you totally know this is gonna be a fun time.
When I checked in, she asked me if I was an authorized user. I had no idea because my mother usually handles all of this stuff. She just assumed I was, and put me on the list.
Waiting 30 – 40 minutes later, someone finally came to help me. She checked if I was an authorized, and then let me know that she couldn’t do anything for me because I’m not.
Thank you AT&T store for being careless with my time and even yours. I definitely will never return.
I came back with my mother to ask if we still had to wait, and this little white boy said yes. I asked for a nano sim because I wanted to go to the kiosk because they’re nicer there. The little boy said «I’m sorry what?» And I repeated myself and said that I wanted a nano SIM card to go to the kiosk because they are nicer. Instead of giving me the nano SIM card, he kept it and put our name as sixth on the list so we were forced to wait. I asked another gentleman for a SIM card and he nicely handed me one to bring to the kiosk.
Thanks Bryan, you malicious POS, but we didn’t wait as long as you wanted us to but I definitely came back and spoke with your manager.

I will give 2 stars just because they did the right thing at the end, but the overall experience was terrible!
We bought an iphone 6 online but needed to do an exchange because the home button was loose. We came to this store as a walked-​in, and the old lady at the front was giving us a bad attitude. Like what other reviewers mentioned you could see employees were chatting with customers while 10 people waiting in line. I ended up waiting 40 minutes and i was #5 to begin with! They have like 7 – 8 people on the floor!
When it was finally my time and explained what I needed, the sales rep said because I purchased it on
instead of in store they couldn’t do an exchange! why did it matter?! He subsequently said all he could do was to order it online for me and suggested it would be much quicker if I do an exchange at the apple store. I was like what… but ok I would give it a shot. I went to Apple store and guess what, they said they never do an exchange if it was purchased in at&t!
We went back to at&t and headed straight to the sales rep because no way i needed to wait another 40 minutes. The sales rep said put your name on the walk-​in list and have the old lady put you at the front so the next rep can help us. The worst happened here, when we told the lady what the rep said, she refused to put us at the top! I asked why and said she couldn’t do it! I said I just saw you did it an hour ago and she said that was different! I actually felt a bit discriminated because English isn’t my first language… I went back to the sales rep and have him talked to her…
At the end another sales rep helped us. Once we explained our whole situation he did an exchange for us. He was nice but it made you wonder why the previous rep said they couldn’t do an exchange? Overall I felt like AT&T was making up excuses to send us off and the lady at the front was just RUDE!

I’ve come here a couple of times in the last few months and wanted to say how helpful and friendly the staff are here. They took the time to answer questions I had and at no time did I ever feel rushed. Each time I’ve been here, they’ve taken the time to make sure I was taken care of. Kudos to Masoud and Hardeep for providing excellent customer service. Great job.