AT&T

The manager Sal was «unavailable» for a few days, which put me in the enviable position of dealing with Luis the assistant manager who was more concerned with proving that he was right & we were wrong than doing his job.
When I asked to see the promotion in question on paper, he said they didn’t have documentation and even if they did, we wouldn’t be able to comprehend it. Damn. Put away that GED before you wear it out!
Folks, the people who work here are like those smug jocks you knew in high school; like a pack of dogs sniffing each other’s flatulence, reveling in their misplaced glory. That’s over now. Now, they’re sales reps at AT&T, stuck in a miserable existence. Not miserable so much because they desperately must claw for every pittance of self-​worth they can get every day, every hour, every commission, but because of how stark it must all be in contrast to their former hopes and dreams; long withered away. I don’t understand how they live with themselves.
So, I returned my phone. Luis tried to charge me a restocking fee, even though the entire transaction stemmed from fraudulent sales practices. We had to waste another 15 minutes of our time to get that waived. Don’t go here guys. Just don’t.

AT & T by far has the worse management. They make so many errors and cost customer hours and hours to fix their stupid mistakes. AT & T spent so much money on their advertising for customers to switch to them. While they still have many unresolved issues with uverse. So I highly recommeded not trying AT & T

Lies, lies, and more lies .
As soon as that Mishalla opened her mouth, it became a big lie. The manager would come along and corroborate only to perpetuate the lies. After you sign agreements, watch the nightmare begin.
Total miscommunication with installers and the service dept. Mishalla gives you a business card with a phone number that doesn’t work. The other number, (she handwrites) will never be answered and when you leave a message, she calls back 2 ½ days later with mile high attitude.
I «Switched –Over» and was told (with 100% certainty) that I would get my «switching fees» reimbursed. 8 weeks go by and we receive a denial notice saying our phone did not qualify.
We spent hours on end over the phone. On hold. transferred from one desk to another. This is like what some say «hell is like»
Be forewarned ! The salespeople only care about the signature on the agreement and once you leave the store you’ll be on your own for the fight of your life .
I’m sending the screenplay for review to M. Night Shyamalan.

I can’t say enough positives about my experience at the AT&T store today (Sunday). I made an appointment online and when I arrived we only waited minutes until Bryan Z helped us. He answered all of our questions, without rushng us. We ended up leaving after one hour, but only when he was sure we had all the info and details we needed to make an informed decision. This meant so much, especially when he knew from the start, that he wasn’t going to make a sale today. Even then he never pressured us. I am considering changing my cell service to AT&T. My experience with Bryan will definitely factor into this decision!

Everytime i go here and I will go no more is a nightmare. there are folks standing around, THE MANAGER, and no service gets done. SLOW as hell. Attitude and no customer service. Its so close to my home I figure, well maybe things have changed. NOPE!!!
I now go to Fair Oaks and its a pleasure.

I recently purchased a a phone from the AT&T store in Glendale from a rep who was not very helpful but I did not have time to shop around as I am an event planner and needed a working phone that afternoon. Anyway I was very unhappy with the phone that 2 days later, i went to the AT&T in Old Town Pasadena. Bobby was very knowledgeable and informative about every phone I asked about. I felt bad pacing back and forth in the store all morning but I am very satisfied with my new phone having all the stats I need to purchase. Thank you Bobby for helping me. I’m a happy customer and AT&T supporter. Yay.

Today my husband and I had the pleasure of working with Merza, an extremely kind and knowledgeable sales associate here at AT&T. At first I was dreading to come and go through the process of switching my phone but I was wrong and couldn’t be happier with the customer service here. I wish more employees were like Merza. Give him a raise! I I’ll def refer People to this store now because of him. I am happy to be a part of the AT &T family. THANKS MERZA for making this process painless and actually quite enjoyable!!! U guys rock:)

Good my problems fixed an authorized dealer created. Great customer service from Mari and Luis the manager.

Horrible experience, extremely frustrating, inept employees. Was given a «free» tablet with «zero cost or future charges» only to find hundreds of dollars charged to my bill. Spoke with AT&T customer care for an hour and was told I needed to deal directly with the store. When I visited the store Felicia didn’t help at all and presented a horrible attitude, promised a call from the manager which never happened, and told me I needed to call customer care… zero customer focus, care, or responsibility for the fact that I was wrongly charged and falsely promised something. Bad attitude. Regrettably this is one of many bad experiences with AT&T.

Went in right when they opened on Sunday morning (10am), and was immediately assisted by Gabby. She was very straight forward, honest, and extremely helpful. We were making changes to two different accounts, then merging them together, plus adding a new iPhone. She was helpful along the way, and answered all of our questions. We left feeling like we got clear answers, and were very happy with our experience. We will definitely be back to see Gabby in the future!

Came here the day after Christmas. It was insanely busy but we were helped immediately. Jacky was phenomenal. She ended up spending 4 hours with us (sorry about that) but she resolved our problems and got both of us new phones. She was calm and professional through the entire transaction, even though we were impatient and frustrated (not at her but our account). Thank you, again!

I normally don’t post reviews for franchise retail stores but I had such a pleasant experience with Bobby, our customer service rep. It’s the day before Christmas and was obviously very busy but he was very kind and broke down our plan into one that was even more cost effective. He also didn’t try to upsell us; it was all very honest.
Really great rep and the guy who
Checked us in was also helpful. Really appreciated the customer service!

The worst. Would not even attempt to help me once in the door. Said this store rarely deals with my prepaid account… have a nice day goodbye
I’ll never go back there. Went to the South Pasadena store on Fair Oaks. Easy parking and they took care of the issue immediately.

By far the WORST experience I’ve had as a customer. From account management to customer service, it is almost guaranteed to be a frustrating and aggravating experience. I believe they need A LOT of customer service training. Seems like managers (there were two at the time just standing and talking to other CSRs) do not care and they give you the stink eye whenever there is a complain. I was in the store for close to TWO HOURS and no manager asked me if they could be of any assistance. I had to summon one before a I can get any attention. One of the managers is not well versed or capable of handling customer complaints. She walked towards me with a dismissive, unwelcoming, unhelpful face. Being on the phone for over an hour AFTER spending 40+ minutes with a customer service rep, you would think she’ll be a little more assuring that things will be OK. But instead, all she said was there’s nothing she can do but stay LONGER on the phone and if I hung up, it’ll start over again. As much as I want to believe that the «Customer is always right», at least be empathetic of the situation and try to assure the customer that «we’ll do what we can». Not only it is very unprofessional, this floods fuel to a customer that is already frustrated with UVERSE issues. I stepped out because I was too frustrated with the incompetence of the staff. I almost smashed the landline because I was so ANGRY. Because of this I will also cancel my ATT wireless account, along with the UVERSE account. Not only this store FAILED at customer service, they lost a long time customer.
Upper Management: please hold more training. It is almost GUARANTEED to have a bad day, hypertension, frustration, and aggravation when going to this store.
Customers: Please do yourself a favor and go to a store that is more accommodating with well trained managers.

Well, phone stores are generally bad experience. I ordered a phone online, and I have to spend more than 4hr at the store to get what I paid for. The ATT staff were friendly, but just not much helpful. Especially the store manager. I told them I selected a pick up store, she said I must got it wrong, and never looked into my case. I had to pull up my order info from my phone to show the agent to prove my point. Then I called the ATT customer service to ask them to talk to my agent and try figure out why I can’t pick up my phone.
At the same time, there was a customer complain in the store. He was complaining for at least half hour, and the manager didn’t come out and try to comfort them at all. Instead, she just walks up to them (half hour later after the customer said they want to talk to the manager) and told them she didn’t help them when they bought their service, and it’s not her fault. (You are assigned for the manager for a reason, fix your customer’s problem!)

I went in on 9÷7÷15 intending to by an iPhone 6. The sales person was nice enough to let me know that the iPhone 6s was about to be released and suggested I wait until it is released as the prices of previous versions usually drop considerably. So, I decided to take his advice and wait. He also suggested I go ahead and buy the 2 accessories I intended to get so that I’d have them when I get the new phone.
When the new phone did get released, the price of the iPhone 6 did indeed drop just as he said. I, however, came across an offer to get a Samsung Galaxy 5 for free. So, I decided to get the Galaxy.
I went back to the AT&T store today and they refused to take back the 2 accessories I bought because of their idiotic policy that nothing can be returned after 14 days. The sales person, «Vahab S» who persuaded me to buy the 2 accessories ahead of time was there and could not bypass their system to return the items. This policy is stupid as they’ve lost me as a customer completely. I had every intention of buying further accessories there because he was very nice when I first went in. But now, they’ve lost all future sales from me and from people I’ve told not to go there.
Bad business practice!

First thought: Well here goes nothing.
Recommendation: Get the NEXT Plan.
I came in to switch over from Verizon and it wasn’t as bad as i thought it would be. I came right at opening and was helped immediately. They gave me a run down on how fast and easy it is to get a phone and set up automatic payments. The girl who helped me actually lives near the neighborhood i grew up so it was nice to have a personal connection with the person helping me.
One thing that bothered me was i didn’t want to have my credit check, not because i have bad credit, but for the sake of not have another «ding» on my report, but as the manager explained to me that there was really no way around it no matter what plan i went with, EVERYONE gets credit checked.
Once i finally got my new phone and new case they showed me in store how to set everything up and how to run and navigate through the MyATT app.
I recently went back to get a SIM Card for my new (old) phone and i was helped by Yanira. From what i get i think she may be the manager but I’m not 100%. She always has a smile when I’m in and greets you as soon as you step into the door. She did let me know that there was a bit of a wait but as soon as it was my turn to be helped she was very quick, courteous, and made sure if i needed anything else she was happy to help.
Don’t see why ratings are low but i haven’t had a bad experience here yet.

The kid who «helped» us was nice, but the whole setup is wrong.
Why do I always feel like I’m getting screwed when I go to not just this store, but any AT&T wireless store?
Employees seem to be incentivized to double-​talk you out of your grandfathered unlimited data plan.
I was tempted to walk away and make sense of things online, but had already spent way too much time in there and wanted it all over with.
It could be so much simpler. But there is no incentive to simplify. It’s designed to confuse you into submission.
Here’s my suggestion: whatever the sales rep advises you, just do the opposite.

After my move to Pasadena, I was happy to have a location I can easily walk 2 blocks to resolve all of the issues Ive encountered this pass year. If I had it to do all over again, I would have spent that time reading a perfect novel. The only saving grace in those moments of frustration dealing with wifi/​cell service issues was my AT&T team and in-​store visits. Store managed by Chandra who is always smiling. Chandra was really helpful providing me some additional options to save more money on my services.
Visit Pasadena AT&T store on Colorado Blvd and tel them Marlo sent you #referralbonuscode1457

The current 2.5 start rating pretty much sums it up. Got helped by «Melini» who stood next to me like a weirdo for about three minutes without a greeting and then suddenly acted like she had just happened upon me and offered her help.
I was clearly only in there to update my phone (seeing as I’d had my old one for about 3 yrs; I’m not really on-​trend with mobile technology) and she tried to upsell me a tablet and blah blah blah. Was quite the space cadet; like, I had to refuse the tablet bonus like three times over the course of our conversation. Each time she brought it up it seemed like she thought she was mentioning it the first time…
Didn’t like that when you sign off on a new contract/​service agreement you can’t even get out of its pop-​up dialogue box to read what you are signing. Obviously that’s not really the store’s fault and more of a techy design flaw, but Melini only tried her best to summarize the 20 pages of legalese without offering to print me a copy.