AT&T Authorized Retailer

This is the worst customer service I’ve ever witnessed. I’m in customer service, so I understand the difference between the expectations of customer service and the reality of what is possible. But this is ridiculous… My boyfriend went in to the store over 6 weeks ago to buy an iPhone, the one he wanted had to be ordered and they said 2weeks, ok so he ordered the phone to be delivered to the store. No biggie… This was after an hour dealing w a trainee, nice guy, but didn’t know his stuff, and no manager watching to make sure he was doing everything right– which blows my mind since you’re dealing with contracts.
He got an email after 10 days saying it was delivered, so he goes in to pick it up, finds out it hasn’t been delivered, no one could locate it, or find a way to track it, but told him to come back in a week, it should be delivered by then. A week later, same story, phone can not be located, but assured him it will be in, in a couple days they’d give him a call. Another 10 days, walks in today, only one associate working, says it hasn’t been delivered even though everything in their computer says it has, the associate says, «but maybe it was delivered to the store mailbox, which never happens, but we will check just in case. Only I can’t go now because I’m the only one here and I can’t leave the store.» Ok understandable, annoying but understandable. The 2^nd associate would be in in 30 minutes. Finally second associate is in, but no one goes to the mailbox for over an hour!!! And this guy isn’t sure where the mailbox is or what key to use! Are you serious?! 3 hours later still no phone!
Don’t waste your time at this store, and definitely do not leave your money or handling of contracts in this store’s hands.
Go to Apple, been going to Apple for over 8 years, not a complaint!

This was the 4^th AT&T store I had been to in two days. I drove down here from Los Angeles because this is the one AT&T that I had previous had an amazing experience with. Multiple people had lied to me and ruined my account, essentially. I was very upset, but was quickly greeted by Austin. He was amazing. He totally knew how to make me relax, and apologized for all that I had been to. Unfortunately, there wasn’t much he could do with my actual account due to the error previously caused by another AT&T retailer, but he made sure I was in and out fast. He walked me through all of my options, gave me wonderful advice, and even threw in a free new iPhone case for all the trouble I had been through.
Way to go Austin! I think it is incredible that he took responsibility for the careless mistakes the other AT&T stores had put me through. You can tell he cares about the company as a whole and does not care just about making some commission.
Austin, you are an asset to your store and I can’t thank you enough.

I dropped in on a Saturday afternoon and was immediately greeted by 3 employees. I had a warranty replacement glass shield for my phone that I needed applied to my phone. I have limited use of one hand, so I didn’t want to mess it up.
I was in Indianapolis all week, and I asked an AT&T employee there if they could apply the screen. He said that he wasn’t good at it and didn’t have any Staff that day that could do it (I saw 6 employees). So I figured I’ll go back to the store that sold me my phone, screen protector and re-​newel of my AT&T contract when I get back to California.
So glad to be passing the store the day after my return to Cali and to be helped with genuine kindness.
I know that employees have commissions and quota goals… I would have stopped him if someone else came in; and insisted that he helped them and I’d wait. But he was so fast and efficient. And thank goodness it wasn’t crowded.
Thanks again Mike!

Well, we attempted another try with another store to get the TRUE scoop on Direct TV/AT&T ad. What A GREAT person we met and he worked and worked to get us the deal we thought we would be getting!!! THANK YOU Austin Parker. I saw a comment below that they take their time with their customers, EXCUSE me? They DO take their time as that’s the job they SHOULD do. Austin told us to come in early and we are glad as it did get busy. Just a suggestion would be to have people get their names down on a list so you can accommodate them. I will suggest that anyone reading the sour notes below, to READ this. THEY are great at what they do and are very sincere in helping you to be absolutely satisfied!!! Again, thanks so much, we are very happy campers!

Worst customer service. Line is always long. Staff take their time and clients just tend to leave.

I was at the Spectrum AT&T store a few weeks ago to get the IPhone 6S because my IPhone 4 was getting to be too old and had issues with the home button sticking, plus it was twilight zone slow. They were running a couple of promotions like free screen protectors with the purchase of a case and a IPAD Mini 2 for nothing up front and $ 10 per month for 18 months. I don’t normally get enticed by these types of gimmicks, but I was in somewhat of a good mood and took them up on the offers. Plus, we needed an extra IPAD because our son has taken over our existing one. I don’t recall the name of the employee I worked with, but he was friendly and knowledgeable.
This is where the positive talk ends. I called AT&T customer service a week ago or so to inquire about something with my UVerse service and while I had the rep on the phone, asked about my phone bill and learned that I was enrolled in a $ 10 per-​month «equipment protection plan» without my knowledge or consent. This has happened to me in the past with AT&T as well, but at a different store. At best, this is a shady business practice. At worst, this is fraud. I’m debating on whether I should send a letter to the FTC and CA AG. If you buy a phone here, make sure you call AT&T to see if they enrolled you in equipment protection coverage without your knowledge. If you want equipment protection coverage — well then… I guess you like throwing money away.

I had a pleasant experience at this AT&T. The staff was really friendly and helpful. I went it very dissatisfied with my previous service provider and the AT&T staff explained very clearly how I would benefit from changing service providers. Overall, I’m glad with my decision! They gave me a good price on accessories as well. I will be going back. Thanks!

Best customer service by far needed help with my account the apple store employees couldn’t do because the girl there didn’t know how to move me over to my new plan, needless to say I found my new att store

Check out my Unilocal profile. I don’t give 1-​star reviews often.
I’ve been to this store in the Irvine Spectrum Shopping Center a couple of times in the late evenings. It looks like only two workers are ever scheduled.
I went to purchase a contract phone. I knew exactly what I wanted. Both associates were busy helping other customers. I waited there for at least 5 minutes and they never once looked up, acknowledged, welcomed, or apologized for the wait. It was like I was invisible. TERRIBLE CUSTOMER EXPERIENCE.
I called another location since I knew exactly what I needed and wanted to get reliable service by the end of the night. They never even tried to stop us when we left the store. My mind was blown. I’ve never had a customer experience like that before in my life.
I will not be returning to this location.

If there was possible to rate this store without giving any star, thats how it should be. On friday afternoon there is only 1 rep in the store! Bitter, unspoken and without a drive to build business… probably so he can remain alone. If you wish to chat with someone there’s the right place to go bit if you are going to set business you better drive further because you will still save time and have a chance to actually take care of your business

CAUTION! THIS IS NOT AN OFFICIAL AT&T CORPORATE STORE. They are an independent wireless dealer. No different from a kiosk. Don’t be fooled by their attempts to pass themselves off as an official AT&T store. They have the big AT&T logo and badging on their storefront, merchandise bags, paint there walls in official orange colors, and even answer the business phone with, «AT&T, how can I help you?» I had to find out the hard way when I went to an official store and found out that I had been duped. I quickly called the number on the receipt at this store and had to repeatedly call out the guy on the phone and ask him what the name of the business was. I had to say to him «I know you are not a corporate store, so what is your business name? He then said ‘Spring Mobile, but we are authorized dealers. There’s no difference.’ Oh, so if this store closes I can go to any corporate AT&T store and get serviced right? Of course not. This store is not guilty of anything overtly illegal. But if you feel comfortable with their practices in the marketing department, and don’t have any issues with buying from independent dealers, don’t hesitate to support their business.