AT&T

Staff was extremely rude and un attentive. too busy on their phone and talking to each other. The person who helped me made me feel stupid and responded rudely with every question I asked. Won’t ever be back to this location.

My daughter uses a phone in my ATT plan & went into this location to get a new phone. She was assured that they wouldn’t remove her unlimited data.
ATT activated the phone and changed our whole plan to limited data.
I spoke with ATT customer service and they said the change back to unlimited data has to go through the store; in this case, the 5691 Bay ST location in Emeryville. My daughter went back to the Emeryville location and was told by store employee that the plan would be reversed back to our unlimited data plan. This was over a month ago and it didn’t happen.
Beware.

The only reason I gave 1 star is because the store appearance was nice. Went in this past Saturday to pick up a phone per and online order and an email stating my order was ready to pick up. The rep was polite when we walked in. He asked what kind of phone we were picking up I asked if he wanted the order number to get details «no what kind of phone is it» he proceeded to the back to look, came out we have no online orders ready for pick up. After countless times of telling him I have the email confirmation he still didn’t even want to look at the order in his tablet. I asked for a manager and he chuckled and said «he’ll tell you the same thing» I asked him if he thought this was a joke. The manager came over with the phone proposing I pay another upgrade fee and I would later reimbursed for the online order. I seen no point in it. He asked how can we fix this. I told him to execute per my online order and he continued to give me excuses. With this location I expected better quality customer service but I was proven wrong. I went into att and got metro pcs customer service. Sad to say I won’t be visiting this location again.

Horrible experience, don’t ever go to this branch, they don’t let me to purchase the phone even in full price. I’m going to switch carrier because of this bad experience. So so mad…

Greeted when I came in, but the front greeter needs to be more involved and needs to let the customer know if and when a rep will be with them, especially if they have an appointment. More engaging please. I said this store looks really nicely renovated and instead of saying it does, she says, «I don’t know, I’m new». I had to ask her twice when someone was going to help me and when and she said yes. Huh? Okay. Well, after walking around once around the store, Nwaka came up and greeted me and asked what she can help me with. Great personality and helpful. She hurried as fast as she could and got what I needed done. Good job. She knew her stuff and helped save us money in the long run. Thanks again and good job on renovating this AT&T store.

I just had a horrible experience at this location. I went in with the intention of upgrading my iPhone. When I got there they put my name on a board to wait. Fine, 4 reps were there, two were helping other customers. So we waited after a few minutes the guy who signed us in reluctantly came over to «help». I asked about the upgrade and he pointed to the sign. We pay 600 – 900 to upgrade or they lock us into a plan, that we pay over 30 months. And there was no options. No help, no explanation, nothing. That is not customer service. I am disappointed in the rep who didn’t offer to help me. I am disappointed that AT&T is such a money grubbing company and I am disappointed in apple for selling such an expensive product that they force us to upgrade.
Horrible experience overall.

Long wait. Over dozen people and I see only two reps working with people. On a Saturday afternoon. I’ve been next in line for over 20 minutes now. And a rep just assisted a couple who came in after us.
Poor service.

DONT IGNORE THE REVIEWS. «Eh they can’t be that bad» YEAH I THOUGHT THE SAME THING… WELL THEY ARE.
First off, my family and I had to wait for 15 minutes because there was only three people on the floor, one doing check in, one helping one customer, and another one just walking around pretending to be on the phone.
A little later that back door opens and a few more employees come out and there’s a woman screaming in the back like they’re just hanging out.
Brandon was the one who helped us, or attempted to, he wasn’t very friendly, and seemed like he didn’t want to be there.
I got two iPhones at the Apple Store and I already had an unlocked iPhone so I just needed a sim, I also needed Brandon to make me the primary account holder so that I could apply my discount I get through my job, and I also needed insurance for all the devices.
So to sum it up, Brandon’s tasks were…
–Give me a simcard,
–Add insurance on three phones
–Change me to the account holder and set up my discount
He was able to give me the simcard, no problem.
But, when he added insurance, HE ADDED THE MOST EXPENSIVE ONE, and did not inform us nor ask us what we preferred.
He’s what pissed me off, he told me he made the primary (which he obviously didn’t) because I’m over here A DAY BEFORE MY BILL IS DUE and i don’t get my 23% discount because Brandon of AT&T messed it up. So thanks for making me pay more money than I need to.
Lastly, when I checked on my portal, you can check the data usage and it says the name next to the phones, but they decided to put the same name for all the devices.
All in all, just don’t go here, I saw the reviews and I thought «Eh they can’t be that bad.» Well they are. they’re terrible. I bought from the Apple Store to minimize my interaction with AT&T and they still managed to screw things up.

Echo all the other reviewers that wrote the customer service staff here is «inefficient». When I walked in the woman at the door said 15 – 20 minute wait which ended up being 40 minutes which ended up being never. I finally left because it seemed that whenever one of the customer service personnel finished with a customer they went to the back for a very long break (also echoed by other reviewers). Also– the person in the front who I observed was on her Iphone doing nothing (because no one was entering the store) could have been so much more helpful trying to help the 5 people on the wait list. I will never enter this store again. Such a waste of time. It’s very obvious that the manager whom I met knows nothing about leadership or customer service. I hope the general manager looks through all these complaints and re-​evaluates the management at this store.

I came in to upgrade my phone. The first thing the lady told me is, is that you can no longer do a 2 year upgrade in the store. This is not true. Then the guy helping me proceeded to try and get me to switch my plan instead of help me purchase a new phone and basically talked me out of getting a new phone all together making it seem like I was going to get charged an additional $ 45 a month just to have a new phone. He didn’t or wouldn’t even go check to see if they had the phone I wanted in stock. This is the second time in an AT&T store in less than a week I left empty handed. The store and guy before that tried to to sell me a phone I didn’t want and was more interested in trying to get me to go out with him.

I always hesitate to write a negative review, but as I looked through all the reviews recently, I feel it’s important to echo others’ sentiments.
Yesterday I had a 3:30 appointment. I wanted to find out my options at AT&T for replacing my water damaged phone. I suspected there was nothing to do but buy into an upgrade (that I’m not yet eligible for) but I needed to find out.
Got in right away — in fact 15 minutes early. As we sat down, the young woman with glasses and very short hair (don’t know her name) said she’d look at the account. I had never given her my cell phone number, and the appointment was made with a borrowed work phone #. I immediately told her not to use the phone number I used to make the appointment and she said «okay — let’s just see what’s going on.» Surprise surprise, a screen popped up for her telling her this was an enterprise number and I had to hit «okay» to bypass a screen to allow us to talk about it. Then she tells me it’s registered to a particular owner, etc. So again I say — you know that’s not my phone #, right? «Oh — what phone number should I use?» Sigh.
Here’s where it gets particularly disturbing. Apparently she was very concerned that her nails be extremely tidy. So much so, that she cleaned each and every one of them as she was waiting for various screens to load in researching this situation. You know, take one nail on one hand and scrape the dirt out from each nail on the other hand… one by one, methodically. All the while asking questions but never looking up from the meticulous attention to nail dirt removal. If there was ever a time when I felt it was appropriate to hurl on an AT&T customer service person — this was it.
After finally looking up the correct phone number, as suspected, my only option was to upgrade. Meeting over.
When I went to Apple across the street and replaced the same phone for a «damaged phone replacement» reasonable flat rate, I found out I needed to get a new SIM card from AT&T because even that was corroded (people — don’t take your phone kayaking and fall into the ocean — there — I saved you $ 325). Did I bounce across the street to AT&T to get it? Oh hell no. I drove to the Lakeshore AT&T.
Goodbye to this location forever.

Well it’s been almost 2 weeks since I tried to buy a phone at the Bay st store. Since then I have talked to Customer Service 4 times. Each time I get a different story on how they handle store complaints, «white a letter,» «I will talk to the district manager and take a report from her» Huh? Still don’t understand that one. I’ve been told there are managers in the Customer Service dept. I’ve talk to at least two. Only difference was an extra 20 minutes of wait time.
I went back to the Lakeshore store and asked for the District Manager’s contact info. Turns out it’s top secret. He’ll have her call me… well that hasn’t happened.
I now understand why the staff at the Bay St Store gets away with being so rude. The ONLY reason I am still with AT&T is my unlimited data. Certainly not for the great phone reception. My advice is to go to Version.

How come this store charges a $ 45 upgrade fee (or to stay a customer) for the new iPhone 6s Plus, but the one in San Leandro charge $ 75? But if you upgrade your phone at the Apple Store/​online there’s no upgrade fees. Shouldn’t AT&T be happy that their customers aren’t leaving and not charge a fee to be a customer? Hmmmm… something to think about how AT&T conduct business and how greedy their sales people are for commission.

Walked in and there was one appointment and two reservations ahead of me so I was put in position 4. 40 minutes later, my position was worsened to 5. I agree that I should have made an appointment, and maybe more appointments showed up that lengthened the queue, but that also means the store is either understaffed or the employees are inefficient. My visit was a simple but wasn’t for a purchase, so I’m not sure if that had anything to do with it. I walked out after seeing no movement and my position worsening.

Currently at this store. Had an appointment for 5pm. It is now 5:32pm. The techs/​sales people are just walking around. It is not clear who is working and who is not. So chill, while customers wait in confusion with no updates on wait times and only two of the 8+ groups of people are being helped. There are 5 techs.
The lady who did eventually help us was very nice and helpful though so an additional star for that.

I came to att in Emeryville to activate two iphones. The woman at the front was so rude and short with me that I told her to take my name off the wait list.
I know for a fact that the dude, (donnell) in Berkeley is super nice and helpful. Won’t talk to you like you’re an idiot.
This is the wing att to go to

Only giving this shop one star because the woman at the front was at least nice. And by nice I mean, did her job and put our name on the waiting list.
OTHERWISE, she told us that they were short on employees and that it would «be a minute.» There was one employee on the floor but after thirty minutes of waiting, and one man in front of us leaving in a fluster because of the lack of customer service, FOUR CAME OUT OF THE BACK.
There was also a drunk man sipping Jack Daniels out of a plastic bottle at the front that the «nice» woman at the front was entertaining.
Bad service. Bad experience. Will never come back.

Note: Hey suckers at the Emeryville store! We went to the Lakeshore store the next day and bought an iPhone 6Plus AND an iPadAir2 AND $ 200 in cases. Not only are you fascists who ignore you customers and threaten to throw them out of the store, but you are also TERRIBLE business people who lost both a large, immediate commission and ongoing customer loyalty!
WORST CUSTOMER SERVICE EVER.
We waited 20 minutes for 1 of the 5 staff people to wait on us. Literally all of them except 1 walked into the back and hung out back there for 20 minutes. Another man came in and sat waiting for 5 minutes blithely unaware that there is a waiting list. No one bothered to tell him he needed to be on a waiting list. Then, when I got pissed and called the guy out on it very loudly HE LIFTED HIS HAND LIKE HE WAS GOING TO TOUCH MY ARM and tried to usher me out. When I said «DON’T TOUCH ME!» the other large staff person said he was GOING TO CALL THE POLICE. I am utterly disgusted by the ways in which the staff, confronted with their incredibly poor customer service ESCALATED situation by saying they were going to call the police! Come Monday morning, there is going to be a major, major effort on my part to call, write and talk to MULTIPLE corporate representatives at every level and this store is either going to be shut down or a major staffing overhaul. GO TO THE WONDERFUL LAKESHORE STORE, NOT THIS HELLHOLE.

This is the 1^st AT&T wireless store that I’ve been to where the salespeople know what they’re talking about. I’ve been back here a couple times within the past few days because my husband and I wanted to change phones with each other yet keep the same number. The customer service rep who helped us was kind and got straight to the point which helping us figure out how this could be done. No nonsense salesperson talk to try and upsell us anything. We will be back. :)

Hi tech store but still waiting times are pretty long .
Great design and customer service is good here. I just hate the wait time. Although they do text and call when you’re next in line so if you like Bay Street you can shop while you wait.