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March 2024 by T W.
I recently received a new iPhone after my previous phone got slammed in my car door. I called and spoke to a lovely gentleman by the name of Hassen who ensured me that I could come in and he would assist me with setting up my new phone. I arrived and there he was, just as kind and attentive as ever (not to mention he smelled VERY good). He was patient and extremely helpful as I navigated my way through my new phone. I left the store with a phone completely set up, screen protector and new case. I am very thankful for all his help and will certainly be back if any other problems or issues arise.
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February 2024 by rebecca dawson
jesus the service guy in here is horrendous. horrendous. wouldn’t let me look at his tablet claiming it was his personal space… inside an ATT STORE, that he works at and is supposed to be providing customer service. what a joke. kids thinking they are more important than the sale. ridiculous. i wish you luck jesus in whatever princess reality you think you live in!
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February 2024 by Mary Sano
The reason we are posting there five stars belong mostly to the agent who helped us through a difficult situation. Lily Cruz was professional, efficient, knowledgable and very patient with our situation. We came into the store agitated and very frustrated after trying to deal on the phone with a situation regarding our new phones/contract. She jumped right in, worked her way through the various support lines, and solved what seemed like an intractable situation. For us, she has saved the reputation of AT&T - sounds dramatic, but it's true. Sometimes a customer needs someone knowledgable, persistent and patient and that's what she is.
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February 2024 by Run 4Fun
At this store, Sergio was wonderfully helpful and patient in helping my husband and I consolidate into an updated family plan, address travel questions about esims, etc. There is simply no substitute for sitting down and talking to a knowledgeable human being! Thank you AT&T.
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January 2024 by Aisha Ahmed
My experience was excellent withBrandon today i’m so impressed how he help me Five ? ????.
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January 2024 by Ann Sonnenberg
Marjorie she was excellent. very helpful and tried very hard to make everything work perfectly.
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January 2024 by Danielle Tam
Natasha the store manager was not helpful in the situation and not even apologetic for what happened in my situation. She did not provide a solution to my issue, just an excuse, I expect better customer service from the store, especially in Palo Alto. I would like to speak with higher management about my issue as Natasha was not professional or helpful in any way possible. Sergio was the rep that pulled up my account and he was having trouble pulling up my information and provided incorrect information on multiple accounts. Better training for staff would be beneficial because he, on multiple accounts, was clueless to my request and could not answer my questions.
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January 2024 by Prudence Saunders
Awesome help from Jesus . He Did everything to perfection. Very knowledgeable
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January 2024 by eymi tejada
Customer service in this store is amazing the facts the it was first time been there fixing some mistakes the another person did with my service it was amazing the they did not give up n made it right n fix the issue I was very happy they fix the issue n correct the matter Thank you Marjorie for been so patience and help me with everything.
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January 2024 by chat vaewsorn
Great customer service experience!
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January 2024 by Jared R.
I went to this store location to return my old device after I purchased a new device using AT&T Next Up upgrade program. I've had the Next Up upgrade program for quite some time so I am well versed in the process. Associate Jesus informed me that I can't do it because I still had the old device and they should have taken the phone back already as I purchased at the Apple Store. They proceeded to lecture me that the person who originally helped me upgrade was "new" or "didn't know what they were doing." (Not true. Apple takes back devices as a Trade-In through Apple, not through the Next Up program where you return the old device, which you have 30 days to do so by mailing it back or by returning it to a corporate AT&T Retail store location. Also no one helped me, I did it online and picked it up in store through the AT&T Next Up upgrade process) Associate Jesus arrogantly informed me that I should not have been able to get a new device and keep the old one, as it should have been turned in that same day of the upgrade. (Again, wrong) Utterly confused, I asked clarifying questions to ensure they understood what I was in there for. After they spoke to their manager, he told me that I'd better off be paying off the old device and getting a higher trade in value for the old device.... If that's the case what's the point of me having (and paying for additionally on the bill) AT&T Next Up for the entirety of its existence? They then proceeded to lecture me again about how I should have purchased the new phone at AT&T instead. I knew this conversation wasn't going anywhere so I just agreed with Jesus after telling me to "figure it out" and left the store baffled. I stopped by the AT&T store in Santa Clara (Stevens Creek - Valley Fair Mall) shortly after as it was on the way home and explained to associate Jairo that I was there to return my old device after upgrading with AT&T Next Up. Jairo took my old device back and concluded the transaction within 2 minutes with receipts. I was enthusiastic about how quick it was and purchased additional accessories in the process. (Thanks Jairo!) To conclude, the experience I received here was not to my expectation and my expectations of any retail store in general is relatively low. At this store, I was spoken over numerous times and was informed on how I did something wrong, which I didn't. In addition, I was provided with bogus and incorrect information. But what really irked me was the negative sentiment that Jesus provided to me and against an affiliate company like Apple. It's truly disappointing that you have associates working here that belittle affiliate companies or customers as that exhibits extremely poor customer service etiquette. Save your time and don't come here unless you want to be spoken to like a degenerate. I recommend going to the Valley Fair location instead if it's convenient for you. I despise when people say "the customer is always right" because that is not true. However in this case, I was. Cheers!
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January 2024 by Meihong Wang
Terrible service. The staff made a bunch of mistakes when they setup the account. Can’t believe how unprofessional they were.
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January 2024 by Jasmine Arreguin
If I can give this store 0 I would I came in here to upgrade my phone I noticed a gentlemen sitting there and when they would help him they would be like 6 feet away I’m yes he did have a odor but when dealing with people you have to be nice and respectful and treat every one the same poor guy they would speak to him and he was not good if hearing and could not hear. I intervened and told them he was not able to under stand and I started to explain what he needed to do for his phone to work.The manager natasha opened the door and I felt that was rude and was not trying to deal with the gentle man.Then finally Giovanni was helping him but went and out gloves on to help him I felt that was disrespectful they did not do that for other customers and the manager natasha would help other people at close range why was this gentle men treated different.They thought he did not have money but I told them don’t judge a book. BY its cover you be surprised they might have more money than us. So they get his phone thing going and they out the chip in his phone and did not work so I took it upon my self to make sure it was working and it did not I told them it was not working and you guys usually check and make sure and they were so rude about it never have I ever seen some one get treated like this. It’s like they who ever comes in your store treat them equal every one is the same no matter what they look like and smell like.Please teach these two CUSTOMER SERVICE and EMPATHY PATIENCE
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January 2024 by Vidhya Krishnamurthi
Marjorie was a rock star in sorting my complicated phone transfer issue!
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January 2024 by Kadir Gok
Absolutely not enough workers, I have been waiting for +1 hour.