AT&T

Open at 9:00AM during the holidays. Rep was very knowledgeable and answered many of my questions. I came to add an acct with a phone I already owned. AT&T stores are notorious for making the customer wait in long queues, but I came in early so I was in and out within 20mins. In this case it really pays to be early!

Wow what kind of a company lies to its customers?! I will never step foot into this store ever again. I was trying to upgrade my phone for my birthday and the guy said you couldn’t pay for an old phone online which come to find out when I called att they lied to me and let me walk out without a phone so I got mine in Brentwood. The girl who helped me is awesome the manager who was checking people in, not so much awesome. Great leaders aren’t liars and I vote he gets demoted.

One word: AVOID. The manager tried to make us wait 45 minutes to get a prepaid sim– save yourself the hassle and go buy one at target 10 minutes away. These guys are rude and unhelpful

1 star for this locations lazy ass employees.
5 stars for the person that stepped up to the plate to help me.
I called this location around 5:50 PM to ask if there were any iPhone 6s in stock. A man answered and told me they had a few in black. I told the man I would be there within 10 minutes. I knew the store closed at 7, and I knew I would have plenty of time to have my phone upgraded and be out of there way before then.
When I walked into the store, I see 3 or 4 men who obviously worked there huddled around a table chatting. I told them I called about the iPhone and they all looked at me like I was an idiot. I tell them I want an upgrade and all of them look as if I interrupted their small, unimportant meeting (they were talking about the gym or sports or something). Maria notices, approaches me and offers to help, I got what I wanted and I was out of there 23 minutes before the store closed (I remember looking at the time when I walked out).
No issue with the girl that helped me, my issue is with the lazy employees that stood there with the obvious disinterest in helping me because they were trying to get out at 7 or earlier (some guys jetted out as soon as I sat down). I understand how that’s like. Trust me. I’ve worked in retail and I deal with last minute clients at my job all the time. But I am an easy customer. I already knew what I wanted, all you have to do is upgrade my phone and tell me how much and where to sign. I don’t even want you to show me the accessories!
Anyway, big thanks and 5 stars to Maria for stepping in and helping me out with my upgrade. My iPhone5 was crappin out big time and I was so in need for a new phone.

The worst store on the planet. Absolutely the dumbest employees imaginable and now that Radio Shack is exclusively tied to Sprint there’s no way to avoid dealing with these idiots come iPhone upgrade time. I hate this store.
Want to ruin your day, try calling and have the morons tell you they’re too important to handle questions and that you need to come into their miserable store and take a number. AT&T sucks. Makes me question whether my grandfathered unlimited plan is worth it.

I walked up to their door on a Sat at 6 pm on the dot… I heard the door click as I approached the door. They literally locked the door as I walked up to the store and refused to open for me because they «close at 6». I said I just need to purchase an ear piece and will be out of there. They told me that they wish they could help but they can’t (they could just open the door) and that I could try their Emeryville store. I told them I was traveling tomorrow and my ear piece went out, I just needed a replacement. They wouldn’t budge.
I live in Lafayette and would not be driving out to Emeryville for an earpiece. I would normally just order online but due to our trip tomorrow, I had to get a replacement.
I am very disappointed with them and their customer service.
We’ve been an AT&T customer for 20 years and have 5 phone lines with them. I may considering switching carriers.

Thank you, ATT

I had been having battery issues with my phone and eventually my phone wouldn’t turn on. I went into the AT&T store to figure out what my options were. I have to thank Merza for his excellent customer service. Even though my options weren’t great (out of warranty), Merza explained everything clearly, walked me through the costs in detail, and helped me think through the options and the tradeoffs of each option.

this A T & T office can’t be seen from the road. the office is to the side of the building.
sign for A T & T is just an hanging sign up high. no writing on the windows, doors.
only one pay kiosk here. so waited a minute to pay my cell bill.
small space.
nice part is there’s free parking in the lot…

Llamé para preguntar si tenían un equipo que vaya con mi go phone plan y ellos dijeron que sí. al llegar esperé creo que 20 minutos para decirme que no tenían ningún equipo para mi go phone plan. MI Cara Era Cómo… Are you kidding me?
Después de tanta espera y tiempo perdido, cruce la calle y al frente encontré lo que quería en 5 minutos.
definitivamente mi tiempo se perdió. Mala atención.

The wait is always very long at this store. Today I went in there and waited 45 minutes. There were 6 personnel helping 3 clients. 3 of them were just standing idly. They never acknowledged me and when it was my turn they weren’t able to help me. I went to Walnut Creek store and there was no wait, and they helped me right away.

Okay.
I’ve dealt with this AT&T store for eight years. So obviously most things are working fine. I bought a new iPhone two weeks ago and it was a straightforward process. The wait is the usual, the up selling is the usual.
I was offered a discount on my service because I am a teacher. I didn’t ask for one. I didn’t have a current school id, so I understand that when corporate emailed me, that I would need to go back to the store to give then more current info. I did so and hoped the issue was closed. Corporate emailed me again and I went into the store again (third time in almost two weeks) to hopefully finish the requirements.
This is where the issue came up. I understand that people sell stuff to make a living. I understand that sales people are not interested in service oriented customer visits, versus sales oriented customer visits.
Be careful.
When a group of blue jean clad guys in black fleece jackets cluster around the door and decide who is going to help you, they should not roll their eyes when you state that your visit involves a problem with your discount. When you leave the store, not at all sure that the problem has been taken care of, you should not see coworkers joking in a «Better luck next time», because no sale was involved.
Now, all of this is subtle, because these people have been well trained to deal with customers. But consumers are incredibly perceptive. I realize dealing with a fifty something schoolteacher is a drag. But dealing with a nonchalant thirty two year old is a drag too. That phone cost a fortune. As stated before, I didn’t ask for a discount, you offered it. Fix the problem. Don’t disregard me because I look like your mom. Remember, I teach kids. I teach them about a lot of things. One of the things I teach them about is consumer affairs. They are watching the phone saga, because they will have to deal with it soon.

I called the store today and asked if they had some «Go» plan phones in stock. The girl on the phone said yes and I responded that I would be there shortly to pick one up.
Once I arrived, there was a 20 minute wait to speak with a customer service representative. Once someone was available I explained I wanted to purchase a «Go» phone. He responded, «I don’t think we have any in stock but I will check.» He left and came back 5 minutes later stating that we could order one and it would arrive in 3 – 5 days. I explained I just called 30 minutes prior to confirm they had some in stock and was assured they did… The rep said they must have sold out in that 30 minute window. I told him I would give him $ 100 if he could show me they sold one of those phones in the past 30 minutes. He could not do that… So I kept my $ 100 and walked across the street to Radio Shack who had a phone in stock.
Coincidentally I heard a commercial on the radio today stating how AT&T was rated #1 for customer service by JD Power… Suspect.

The worst store. They never have any phones in stock. Great nice staff that are helpful but AT&T sells phones you would think they have phones in stock.

Upgraded my iphone and was blown away by the customer service. I was helped by Mary and she was amazing. Walked me through my bill, and the best options for paying for the phone. She even found a discount due to my wife’s employer. She transferred my contacts and made sure my phone switched over and was set up correctly. I was not expecting such amazing help and service from att. It totally changed my view of the company.

Terrible. Wife ordered iphone and went to pick it up with our 15mo old. Her phone #, her name on the bill, they let her order the phone and would not let her pick it up b/​c my name is also on the account. I had to go pick it up while she dealt with the boy. Two different «managers» were unapologetic. We’ve caught several employees lying to people during their sales pitch. Probably cant avoid them, but question every «non negotiable» term and deal directly with Apple if possible.

I really like this store. It’s in a really clean and safe neighborhood with plenty of parking available. The representatives here are very knowledgeable and friendly. I’m pretty sure if you were to come here they could solve any issue you have!

How I wish that Unilocal would allow negative stars because these guys deserve negative stars. I’ve been a customer of AT&T since 1980’s and today I went to switch my wife’s carrier to AT&T and they told me that I would have to buy a new phone! What? She just bought the phone but she was with another carrier. I told Robert that I don’t need to buy a new phone in order to switch, I asked to speak to a manager and the manager Allen told me that I did not have to order a new phone but they will need to run a credit report. What!!! They had pulled my account already and they could see how long I’ve been their customer and in good standing.
I walked out and called AT&T directly, they switched the carrier in less than 5 minutes!
My contract is up in 2 months and I’ll be leaving AT&T!

As a long-​time AT&T customer I have been to my share of lousy stores & received mediocre service with long waits. I was pleasantly & completely surprised however with the EXCELLENT service I received at the Lafayette Store on Mt. Diablo Blvd.
True there was a mix-​up when a previous employee sold me a phone other than what I asked for, but Mary Jirmanos-​Borsodi came to the rescue and helped walk me through the lengthy task of… returning one phone, ordering yet another one, using a loaner and uploading all my data back & forth between all of these devices… ultimately to the new iPhone — the one I truly wanted. Her competency, professionalism, accountability, good communication, follow-​through and friendliness ALL turned a frustrating situation into a tolerable one. This is a testimony to what real «service» can do for customer loyalty. Thanks so much Mary B!

I’ve only been here a few times but always happy with the service.
I was helped by Joe both times and he was very friendly. He’s got an amazing ability with remembering faces. Last time I visited was over a year ago and he remembered me!
Parking around the area can be tough but once you get inside, the service is great.

this review is solely for Shawn (one of the representatives).
We went in thinking of buying the new iphone and had a lot of questions especially since AT&T recently changed their purchase agreements. This is a huge purchase and we wanted to make sure we were making the right decision.
Shawn seemed completely annoyed, cold, rude and far from patient with us. It made us very uncomfortable so we decided to leave without purchasing the new iphone. We will go see another representative at this store or go to another store in help to answer all of our questions.
There was another girl who greeted us promptly at the door (I guess she can’t help us with the phone stuff) who was extremely friendly and helpful!