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February 2024 by Bradford C.
This is what I wrote in my original review. I have an edit at the bottom. Customer service from this store makes me glad that I am no longer an AT&T user. I have a laundry list of complaints with the staff at this store. I remember a couple of years ago, I was getting a new phone. This was around the time when transferring data from an old phone to a new one was available. That was a surprise to learn, but I was glad to do it, as it meant not having to save phone numbers, pictures, music, videos, etc., and it would transfer over any social media login. They told me that it would take a day to transfer my data, register the new phone to the account, and whatever other work they had to do. That wasn't a problem, so I left. The next day, I came back with the expectation of picking up my new phone. Three of the employees who were there the day before saw me and started laughing. When I asked what was so funny, they said that they left my old and new phones laid out in the store for anyone to take, and someone came in, grabbed my new phone, and ran off with it. They said that they didn't realize the phone was taken until a couple hours after the fact when they saw my old phone and not the new one. They said that by the time they realized the phone was gone, it was close to closing time, so they decided to wait until the next day. I asked why nobody called the other person on the account, they told us that "[they] didn't want to bother us." That meant that because they just left my phones out and about, I had to come back in two days because they had to unregister the stolen phone from the account and then transfer the data from the old phone to the replacement. Finally, my family knows one of the workers there from our personal lives. We didn't know that he was transferred to the retail side of AT&T. My sister had her own AT&T account and was paying way more as a single person than under my family's account. My mom went into to close my sister's account and integrate her phone number under our family plan. The employee that we knew did that, but what we didn't know until the next phone bill came in was he added in a brand new phone number to the account to make a sale. That was an incredibly shady, if not illegal thing to do. We went back and asked him to undo it, and he shrugged his shoulders and basically asked, "Why do you want to cancel this phone #," knowing full well that we never asked him to do that. Ever since, he had become incredibly rude and hostile to us and offered horrible customer service. I can't recommend this place, and AT&T would do well to retrain their employees on customer service. Edit: I just remembered as well that a couple years ago, sometime before Covid, so maybe 2018 or 2019, I was going to Mexico for a week. I stopped by to ask about AT&T's data plans or for SIM cards to use in Mexico. I don't remember which was the case, but the employees told me that AT&T owns or has a partnership with both a Mexican and Canadian mobile company, so adding data plans for both were free of charge. Since I was an authorized person on the account, I asked them to add the perk. Now, for whatever reason, I had a gut feeling tell me to double check with AT&T and make sure my phone would be covered in Mexico. The employee that I spoke to on my follow up visit looked at the account and said that they didn't see anything added, so it made me glad that I came back. The first employee would've had me on the hook for international roaming charges without a care in the world. I genuinely cannot recommend this staff any less.
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February 2024 by Marsha H.
Because of Gabriel Hencker, we came here. His communication was excellent and he made it easy!
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January 2024 by Wander L.
For the manager who's not aligned with AT&T values. I ordered an iPhone 15 online to be picked up at this store. Online showing four iPhone 15 in stock. Got an e-mail from the store stating they are working on the order. 30 minutes later I get another email cancelling my order due to out of stock. I called the store as a regular customer asking if they had iPhone 15 in stock and the rep said yes, come on in. Then i informed him I had an online order that was cancelled but yet he has four in stock. Then he proceeded to tell me oh sorry I'm holding them for a customer. I said I ordered and paid and yet you are holding it for someone else who has not paid?? Greed? Commission driven? Whatever his reason , it's NOT RIGHT!!!
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October 2023 by Al O.
I've been waiting 21 minutes for a store representative to answer. at one point someone picked up the line, didn't announce themselves but continued their conversation with a customer. I said I was on the line and would wait. The Rep never responded, when his conversation ended with the customer the line went dead. Back to waiting, 25 minutes now.
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October 2023 by L. C.
I wanted to get a newer phone as mine was several years old. I had heard about some issues with the IPhone 15 so asked about the 14 Pro. According to the guy who was helping me, the 14 Pro would change my bill by $36 a month and the 15 would have wound up costing me more. He never mentioned the $180 additional charges to my first bill or the fact that my bill has gone up $60 a month after that first bill from what it was. I have been a long time ATT customer but once this phone is paid off I will take my business elsewhere (perhaps Verizon). This was a ripoff. I tried to talk to the store manager (who wasn't there) and was told he wouldn't be able to help me and I needed to go online about pricing. According to the customer service rep, this was the best the she could do. Had I known that I would have stayed with my old phone or checked with a different company since ATT said they had a promotion.
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September 2023 by Michelle G.
I was having so many problems with AT&T. Came to this store and Selam was a true shinning light. The most sweetest and truly kind person. Thx you Selam. I guess not most AT&T people are ridiculous!
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July 2023 by D W.
I see that this store has a lot of mixed reviews. I can't speak on behalf of the customers or the employees, but I can let you know about my own experience at this store. I recently came in with 2 separate issues; one was about my phone bill and the other was my internet. Both issues were resolved immediately, and I even had my router upgraded for free as well as my site visit (150 dollar fee) waived. The gentleman that assisted me was David Escalante. Give this man a raise!
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July 2023 by Julie R.
I stopped in on the 4th thinking I'd have a long wait just like every other ATT store I've gone too. But no, they took me right away. My kids 7 & 13) were entertained with all the games on the display phones. They completed my trade in and helped me sync my Apple Watch to the new phone. Great service and with a smile. Thanks!
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June 2023 by Rob K.
Needed new phone and was told that I would get $350 off the new phone by trading in the old. I EVEN SHOWED THEM THE PHONE I WAS TRADING IN. AT&T rep said keep your old phone, make certain everything transferred over and is satisfactory, then bring back the old phone for trade in. We'll I did, then they say "Oh but the screen is cracked, it's only valued at $10! What a bunch of scam artists. Avoid AT&T, but if you must deal with them get everything in writing.
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May 2023 by Maria C.
I went in to upgrade my sons phone for graduation. It was Friday 5/19 I was told by the sales representative that I would get 800 trade in credit on the bill in a period of months. I agreed. and paid sales tax etc etc. He started transferring the data and said it would take a while so just take it home and return the trade in within 7 days ?The Representative told me that I could come back to their store to return it. Well it is now Tuesday 5/24 days) later and now I only get 300 trade in. I was like why. He says that the promotion has changed. I told him I finish my transaction on the 19th so why would I not get the amount promised to me. He tells me. I'm sorry this was my mistake. I should have looked at the details closer. I appreciate the apology, but why should I get penalized for his mistake. I was like can I talk to a manager this is not fair. I would have turned in the phone Friday. He tells me that there is nothing she can do. Dealing with representative on the phone and in person for three hours and got nothing resolved and I was patient and even though I was extremely frustrated, I never raised my voice. They gave me two options. 1. Bring the new phone back since your old phone is practically looks brand new. I said this is a gift. How am I supposed to take it back. 2. You can accept our current promotions. Wow. The representative admitted to making the mistake This is why I moved to another service. Seems like meeting their quota is what counts! Boo
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May 2023 by Deb P.
Beware of this store! Went to the crossroads store only to add my sister's phone & watch to my existing account. Without my knowledge or authorization, they changed my plan (I had a great plan that is no longer offered) and they added Apple Watch service for my watch that I never requested or authorized. It took me several days, and at least 20 phone calls to finally get the account corrected and all services restored that I originally had. What a mess and waste of time for something that should have taken 15-20 minutes. Never going back there!
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December 2022 by Steve N.
Andrea was amazing and took very good care of my phone and issues. She know what to do and how to fix things very correctly. Thank you so much for your help and service
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November 2022 by Kristie L.
This is for the Pleasant Hill Crossroads store. If I could give zero stars I would. I went in to upgrade my phones--all 3 and switch my internet over to ATT from Comcast--also signed up for DirectTV Stream. Took about 2-3 hours to get to the point where I was leaving, modem was being shipped, 2 of the 3 phones were being shipped and I had the stream box. Was told if, after they had the internet installed, if I did not need the box, had 2 weeks to return it. Got my modem, but they had to come out and repair the phone jack, so had to wait a few days. Once it was all hooked up, I was really pleased. Now the phones, not so much. Remember they shipped me a modem, so they have my correct address. Think they can ship my phones to the same address as the modem. Nope. Then when I get the notification that the address is incorrect, they won't fix it. Tell me to call customer service. Did that, but they are worse than the store, as they could not figure out how to fix their own mistake. Finally the phones get returned, they refund me, send me an email that my phones were received, but still I can't upgrade, as it says I still have the phone that was returned. So I make yet another appointment. Arrive on time, get seen right away, and here comes the wait. They can't fix it either and they don't know who to call to fix it, so they open a case to have it fixed. I have to wait for 72 hours for it to be fixed. That took over an hour of my time. While I waited, the two sales associates stayed nearby gossiping in spanish, but at least they did not just get up and walk away like Walnut Creek store does. Still did not get my phone fixed until I went to the Lafayette store. Taylor was able to get my phones upgraded, my account updated and had me out of the store in less than 30 minutes. You guys need to have Taylor come to your store and do some training. So glad I found the Lafayette store, never coming back in here.
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September 2022 by Don S.
This store has the laziest employees and worst customer service! Everyone there acted as though they were better than the old man waiting for 45 minutes to buy a phone. Hey, they work in a phone store , must be super intelligent. IThey walk around the store with their hands in their pockets. I wonder how much their parents wasted on a college degree ?
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July 2022 by Debbie B.
I'm actually here at this business...Daniel was helping me with an old flip phone..which is now not available...He didn't have new phone in stock..recommended Best Buy..they didn't carry it..came back here, waited a long time..ended up with Joe....Nothing like Daniel...no patience whatsoever...Daniel was kind...went extra mile...Joe wasnt....when I told him I would wait for Daniel..because he was extremely rude....actually said....please step away from me..you're too close..and, he said, are threatening me?...I'm sorry you're not getting your way!!...if you go to this particular AT&T store...ask for Daniel, he'll be there 100%...Joe has alot to learn about Customer service..Kindness is everything!
