AT&T

This place is for selling products, not helping customers. You could not expect the customer service to be even worse. If you are about to set up an account and bring in them some new business, you will get good customer service. However, if you want some help on your existing account, it’s almost impossible to get it done. The att policies have already complicated a lot of issues and made difficulties for efficient customer service, and when you met a manager who does not even care about your problem, it will be a disaster.
Short version of my experience: try to release a number from my family plan, I called the customer care and was told it’s necessary to go into the store and verify the id. Fair enough, but I went there three times, and got three versions of feedbacks on what I should do next. They are contradicting themselves on their policies. Wasted so much time and still haven’t get it done. In addition to that, during the latest visit, the manager happened to be a jerk.
Some spectacular quotes from the store manager (Name starts with a letter D, not going to call him out for your privacy):
1. (While the store has no other customers and he was basically checking his phones, we walked into the store and he said:) «Once one of my representatives come I will let him help you, just wait for a second.» (And continued checked his phone and left us waiting for over fifteen minutes)
2. (After I told him we did everything the customer care asked, and if there’s still some difficulties with the process, would it be possible that the customer care made a mistake) «Our customer service is efficient!» Made me almost laugh.
3. (After I told him I asked a manager in the same store and was told the different answer) «I don’t know who you have met with, but our policy has always been consistent.» (but there’s something called management’s judgement, which was authorized by att to you and the other two managers I have met had no problems with that).
4. (I asked him «so you are saying that if the account holder is not available, no one can do anything to their bill even if they do not like the package except keep paying it?») «yea that is correct. («If it’s true. Do you think it’s fair for the customer» — imagine what kind of the situation would make a customer ask that) «Yea, we are protecting the customer.»
He had no idea of what he was talking about, and from his attitude, you can tell that he knows he was lying (and I have already confirmed that by checking those polices after coming back home), but he doesn’t care.
Oh by the way, they won’t send you the feedback text message for you to rate their service if they know try gave you a crappy service.

Terrible terrible customer service. Horrible Wanted to return $ 35 phone cover because saw same one for $ 16 at Nordstrom Rack. Return policy is 14 days and I was on the 15^th day.
I could see if this were an electronic like a phone or tablet but AT&T has no heart when it comes to returning a cover 1 day late. The store still has plenty more identical covers, still at the $ 35 price

Current location is closed as they have moved down the street at 1100 Westwood Blvd, but the new store is amazing and the customer service has greatly improved, everyone is amazing and very knowledgeable about what they offer and can help you save as well, plus they have everything AT&T has to offer. I would definitely recommend going to check out their new store.

Staff was extremely courteous and friendly. Keep up the good work!

Worst customer service Ive ever received in my life. Went from wanting a home phone to canceling my order… Wish there was ANY other option but apparently there are none.
Spoke with 3 different representatives that should all be fired for lying, misrepresentation of companies abilities, scheduling appointment and never showing and general attitude problems were ridiculous for ‘customer service ’ all they did was infuriate me and I canceled my order. Not worth my money or aggravation.

Horrible service, I order a tablet online yesterday, today I got an email saying it was ready to pick up, I went to pick up my tablet here but the two guys here decided they wanted to get commission for the order so they canceled my order so they could order it again under themselves, long story short they managed to get my account flagged and said I had to call there fraud department there was nothing they can do. Thanks a lot no tablet and a flagged account just because they wanted to be greedy.

Stopped by to get a new cellular device since I was in the area. Cameron was knowledgeable of the array of mobile products and guided me in the right direction concerning plans. I was highly pleased with my in-​store experience and will be back if I need anything elese.

Nicolette is the only reason for a two star. She actually treated me like a customer and was more understanding than the manager Darryl — who should possibly be demoted for his lack of customer skills.
My mom ordered my phone earlier this morning (roughly 2 a.m. — she lives overseas hence the late hour of purchasing said phone). She told me that I should receive a confirmation e-​mail within a few hours, possibly before I went to class which was at 9 a.m. At around 2 pm is when I got out of class and I rushed over to AT&T to pick up my phone on my bike. This is where the incompetent manager Darryl said, «If she ordered your phone this morning it wouldn’t be here by now.» To which I replied I’m not sure if it was shipped or anything I just know that it should be available for pick-​up today. And he insisted, or rather he «guaranteed» that my phone wasn’t there. I was thought perhaps he doesn’t quite understand what I’m trying to say, so I asked him if he could just look up my confirmation number to just see like a tracking of where my phone is or some sort of status. He denied me basically and kept saying «I guarantee you it’s not at the store.» Low and behold, as soon as I haul ass to my house on my bike I check my email to find out I have a confirmation saying my phone was ready for pick up at noon…
I’m already running late because I had work — *currently at work writing this on my break because it still pisses me off.*
So I haul ass back to the damn store to be confronted by non other than Darryl who essentially is putting the blame on me stating I was not clear. I understand I did not have a 100% grasp on the situation at hand but I told you I was not sure exactly if the phone was shipped really but rather I was told that the phone would be ready today and I had initially asked him if he could just look up my confirmation number which I had in hand and to just check the status but he REFUSED to because he was so sure that he «guaranteed» it wasn’t there. What does your guarantee get me now? Late to work and a start to a really bad midterm week. I doubt a Unilocal review would suffice to express how livid I am with Darryl.

This has to be the worst phone store. No one is trained on any phone but the iphone. At &t services don’t work yet they just shake their heads and scratch in confusion or if they don’t know they refuse to answer. They never have any external products for your phones and to give you the free things offered it takes almost a month. Not to mention the at &t has the worst service. Just one horrible experience all the way around.

We went during the day on a weekday. There were like 6 employees ready to serve someone. Everyone was so nice. No convenient parking unfortunately. We parked at the Trader Joe’s like someone recommended but it was still expensive even with the TJ validation. AT&T takes forever to set you up and I guess that was my only gripe.

The customer service at this location is horrible. Not only do the employees not particularly care about helping you, but they were highly uninformed as well. I came in looking for either an iPhone 6 or Galaxy S6. I was debating between the two. The man helping me did not really go into their differences aside from cost and once I had made the decision, this location was out of stock for both phones (how are you out of stock for two of the most popular phones on the market right now? do you not want to make money?). Instead of offering to order one and ship it to me, my options were wait until Wednesday (it was a Monday evening) when they were in stock or go to Target to get the phone. Do employees at AT&T not get commission? At this point, my iPhone 4S is seriously not functioning. I decide to try my luck at Target rather than wait, but before I leave I ask about setting up a back-​up for my current phone to transfer over to the new iPhone. I figured this would be simple since the Cloud exists. Once again I’m told wrong information that I can only back-​up my phone through a direct back-​up on my computer. I tell him my computer no longer recognizes my phone and he says there’s nothing they can do and it can’t be backed up on the Cloud, but if I go down the street to Westwood Wireless they can fix that for some major money. I’m getting a new phone, why would I do that? After some googling, I find that I can back-​up my phone using the Cloud, so luckily, I did not need to follow the AT&T employee’s advice. And as for ordering the phone, I didn’t even have to wait. I made a call to AT&T, ordered the phone and they shipped it the next day. Which is what the employees at this store should have done in the first place.

Extra special thanks to Nicolette!
this place has been revamped
so
all negative reviews no longer apply
they’ve dealt w me
in the worst moods
and
handled my crappy motorola phone
multiple times
DEFINITELY COME HERE
park in Trader Joe’s (the best TJ’s btw)

I made a 12 noon appointment and walked in at 11:30am after spending a terrible hour at the WLA location. I was greeted by Nicollete, I told her I had a 12n appt but wanted to see if anyone was avail now — she immediately said she was and introduced herself. Within 10 minutes, she was getting my phone, let me know I qualified for a business discount and was pleasant and informative. I left with my new phone and upgraded contract before my initial appointment time. Great customer service, fast and efficient.

Except for Doris and one or two other guys, people working there don’t care about the customers.
Most of them have an attitude problem.
An example:
That guy at the main desk, who looks like he has aged terribly because of his Irritable Bowel Syndrome and/​or Post Traumatic Stress Disorder, knows nothing about customer service. The guy doesn’t even care to maintain good eye contact with his customers.
I enter the store and ask him for help (with a port request that they had messed up). This guy is meddling with his phone and nervous-​casually looks up at me for half a second, looks back at his phone and says to himself, «somebody will be with you».
I stand there wondering how he even had that job. I look around and don’t see anyone who could help me. So I’m just patiently waiting there for «the next available customer representative». It so happens that I sort of have a sore throat so I gently clear my throat.
What a mistake!
He thinks I am trying to get his attention and now he is getting really angry. So he turns to me and gives me this look that says «Dude, I just told you someone will be here to help you. Can’t you wait for like. an hour?!»
Terrible, TERRIBLE customer service.

Not sure why this place get’s so much hate. I’ve never upgraded my phone or contract here, as I have special discounts at my hometown for that.
Despite that, whenever I do come here they’re always pretty quick to help me out and answer my questions. AT&T may not be the best customer service-​wise, however this spot is nothing worse than I’ve experienced at any of their other locations. I had to come there a few times to get contract questions answered, and generally handled any issues I may have had. Store is kinda small, and they exactly have the biggest selection, but they do the job admirably.

I was a bit scared to head here due to recent poor reviews, but it’s not as if the other locations looked much better and this one was the closest.
We went on a Sunday evening and got helped right away. Zach helped us, and he was the best! He even looked up my wife’s current usage patterns and found us the cheapest option for what we wanted and how my wife uses her phone.
In the end we didn’t get our phone here but only because they didn’t have the color my wife wanted. Zach wrote everything we wanted (plan, phone, free tablet promo) down on the back of his business card in case he wasn’t there when we came back for the phone. I called Zach the next evening, and they still didn’t have one, but he pointed us to the Santa Monica store (my next review). Thanks to the info he wrote down for us, it was easy peasy (well, as easy peasy as things like this can be).

Warning!!! Do not go to this store! You will be rubbed!
I am still in process to get my over charged money back. Salesman and store manager trying to cover their fraud.

I went in today to get a MicroCell booster for a new home we just purchased. We’re on a hill and don’t get any service, so we’re hoping it will help.
The lady that helped me was really nice. We chit chatted a little and she told me about this offer that her manager does when someone’s buying the MicroCell. You basically get it for free when you buy $ 200 worth of other products. I hesitated, but realized there were things I needed to get anyway — so I took her up on it. I walked out with a «Free» microcell. We have yet to see if it works and in the end I may end up regretting taking advantage of the offer… but hopefully not!
All in all, I liked my service there. It was quick and my customer service rep was helpful. Sorry everyone else had such a hard time.

AT&T’s network is okay. The people at the store are nice.
However, most of the time, the system does not allow them to be helpful. Their system and policy sets the standard for most hostile customer service — ever. When it comes to a lemon phone or ending your contract, the computer system will not allow them to help. After six years of wireless and internet service, whenever something bad happens, my wife and I remind each other it could be worse — we could be dealing with AT&T instead.
The short of my latest complaint — breaking your contract and unlocking your wireless device will take 7 days, but could take as long as 36 days.
We finally terminated our At&T service (to save $ 60 on our monthly bill). Their device unlock service requires the contract termination fee to be paid before a device can be unlocked, but the system only allows termination bills to issue on the 5^th of each month, and advance payment won’t help until the bill is issued. Then you must submit an unlock request, and wait 5 days to see if there is any other reason your phone cannot be unlocked.
No one, not the manager, or the manager’s manager can help you with this. I had a manager’s manager tell me he was putting a special team on my case to issue a temporary unlock, but he didn’t. Lied right to my face. AT&T is the dark side. Run away.

AT&T seems to be the wireless carrier that people love to hate. I signed up for a cell phone back when they were Pacific Bell, and been lucky enough to have the same cell number for more than 10 years & never had a problem with their service. At any rate, this review is about this store. I suspect that this store is mostly staffed by hard-​working UCLA students, and I am a FAN. You read that correctly. Allow me to explain.
Visit #1 — Mrs. C is having cell phone problems. And by having cell phone problems, I mean that she accidentally placed her smartphone in the washing machine. We now need a go phone because I can’t use her upgrade — we’re saving the upgrade for iPhone 5. When I explained my situation to Ian, he looked up my account, provided me with a SIM card that would work with her usual phone number, and sure enough everything was fine by that evening. No charge for the service.
Visit #2 — my co-​worker tells me that she got a screen protector for her iPhone from the AT&T store on Westwood, and I have total screen protector envy. It’s a matte finish, not shiny, and you barely even see it. I must get one. After work, I stop by & explain that I’m looking for a matte finish screen protector. Ah yes, they have it in stock. I ask if the $ 25 price includes professional installation, and Michael says yes. He politely asks if he can take the phone out of the case, and in about 2 minutes he’s done. It’s PERFECT. I have no idea how people get so good at installing these things with such steady hands.
This is a shout-​out to Ian & Michael — you guys are awesome! Thank you!