AT&T

This ATT store has THE WORST customer service. I purchased a modem for our DSL line on 12/​26/​2015. We received a letter from ATT 3 days ago stating DSL will no longer available in our area and we needed to called and switched to U-​verse. We called yesterday and switched our service to U-​verse. Still decided to stayed with ATT because we never have any issues with them. We mentioned to the representative at U-​verse that we purchased a back-​up modem from one of the ATT store. It is still in the box un-​opened and now we have no use of as U-​verse does not use modem. The representative said we should be able to returned it to the store as long as we have the original receipt even if it over 14 days. We do have the original receipt.
We went to the Mission store in San Francisco intended to returned the modem. It was $ 100 plus tax. Not something you just want to throw in the garbage. Yesterday was 1÷15÷2016. It was a little more than their 14 days return policy. We all understand that but this is a special case. First we were forced to switched. Second we decided to stayed a customer of ATT. Third we did purchased at an ATT store and IT IS their own modem. Fourth it is NOT opened and we have the receipt for it.
Like I said I understand there are return policies to followed BUT in this case to make a long time customer happy (we have been with ATT for over 13 years) I feel that the assistance manager CARMEN should make an exception. I worked at retail for many years and I am A MANAGER for a large retail chain. As a manager I would have refunded the customer but do make sure the customer understands that I am making an exception for her. I would have earned her business for life. Customer loyalty and referral makes a business successful.
Is it worth upsetting a long time customer over a modem?
And yes the manager knows the situation that we switched and decided to stay with ATT.
And because it is over 14 days, she was adamant about not taking it back. She made her point and now it is my turn to make mine.
After this experience, I am determine to make my customers happy within reason. I wanted to earn the loyalty of my customers.
I have worked long enough to know which customers take advantage of the system and which are not.
I hope this review help you choose who you wanted to work with.

0 stars overall! It’s no secret that at&t is the worst company in the world! Want proof? Call the corporate office and see if you can get past the automated answering system without giving the system your CC number!!! AT&T just needs to shut down! They’re gouging prices on everything they offer, the CS reps have to be rude because of the absurd policies they’re expected to uphold, the entire line of apple i-​products is NOT user friendly, and the company CANNOT live up to their advertised promises! No company can in CA. The coast is a red zone for wireless providers! I must advise against using at&t services– unless you enjoy being treated like a lower life form with no intellect!
This is in no way a slander toward ANY at&t employee! It’s not their fault the corporation they work for is determined to treat each and every customer with as little respect and dignity as humanly possible! They’re just being good employees and doing what they’re told. But, as far as the bigwigs go,… well,… they CHOOSE to treat their customers this way!

I walked in as a potential customer interested in switching to ATT (I’m a busy mom and was basically ready to get it done right away just needed basic information) and I was put on their Waitlist for an available agent. A couple walks in five minutes after me and sits down. When the next agent becomes available he goes right to them. I ask the receptionist if they had an appointment and the receptionist first lies to me and says yes, they requested him. I ask again and she says no, they did not have an appointment. So I got passed up by their agent for a local customer. Meanwhile, another agent starts talking to me to ask why I’m there — I say I already explained this to your receptionist and she says well if you tell me again I can get you started for our next available agent. So I ask if she can help me herself so that I don’t have to repeat myself THREE times in 15mins… And she says no. So basically they failed to win a customer from their competitor purely due to incompetence and favoritism. Meanwhile customer service at Verizon on Market street was awesome and I ended up changing my plan and staying with them.

Michael and Garrett were super helpful! Helped me out from start to finish, well I just stood there while they did everything for me. I give the team here a lot of credit, the area has a lot of personalities so I know they have some tough personalities that come into their store and they still hold their composure and still give great service to people who are used to yelling for it. Definitely going to come more to this location, but around lunch when it’s less busy.

I’ve been in here twice in the last month and the service has been on point both times!
The employees that helped me were patient and helpful and waited for me to get on the phone with my mom to get passwords and answers.
Both times were right before closing too.
Keep up the good work guys. I’m sure I’ll be back again.

AT&T is the worst company I have ever had to deal with, and I have dealt with comcast. None of the departments communicate with each other, so constantly mess up your orders, and have no way of resolving it without once again calling customer service and wasting hours talking to incompetent people. They created multiple accounts for me, lost accounts but still charged me for services, and sent bills to collections for services I never ordered. Never do business with AT&T!

they are few times that I come to the store and I find a list of 19 people already I have 30 minutes of waiting and have only seen 4 people that bad…

Efficient sale if you know what you want.
The GoPhone plan is working out very well so far – cheaper than a comparable TMobile data/​text plan and a far more reliable network in SF, with included coverage in Canada.
Pleasant staff.

I am disgusted and repulsed by the company AT&T. This is not a direct view on this exact store, but one of which is to exemplify to horrid service that is «AT&T».
1. When my family first signed up for the AT&T service for internet service and television service, we thought we were getting a good deal, but we were later charged greatly and I was appalled about the sneakiness and manipulation of this corporation.
2. The DVR often gets «overheated» causing the TV input signal to start scrolling when no one is touching the remote. This renders our television time pointless as we are unable to watch it whenever it is too hot.
3. The U-​Verse signal is THE WORST THING EVER! It always gets lost at least ten times a day and we can not watch TV as much as we would hope.
I switched from Direct TV and I sincerely miss Direct TV. AT&T IS PROBABLY THE WORST TELEVISION AND INTERNET SERVICE OUT THERE! I strongly discourage anyone from buying anything from this disgusting company and I really hope people out there realize its repulsiveness. Please help me spread the word! I am utterly disgusted by there lack of care for customers and I never, ever want to use any service by this company.

I see a lot of one star reviews, and it seems to me that these people aren’t coming into the store with the right expectations. Anyone that has dealt with a service provider of any sort (I’m looking at you Comcast) knows you need a certain level of patience when entering a store like this. Just because two employees are speaking to each other and not currently helping a customer in the queue, does not mean they aren’t working. Just because you have to sign in and wait, doesn’t mean this place is inefficient.
I’ve had to visit this store twice in the past two months — once for an upgrade and just today to see if something could be done about my iPhone that just shattered WITH a protective screen on it.
LANDRY helped me the first time I was in there and couldn’t have been more on top of his game. Explained upgrading/​trading in thoroughly, best cost options, and what the final bill would be. Yes he tried to upsell me on a $ 80 case, but that’s his job.
Second time was this morning after I shattered my screen on the way to work. I walked in expecting the worst, yet RICHARD was SUCH a help. Not only did he talk me off a ledge (I’ve only had this phone for two months and as I mentioned above, the tempered glass screen that Landry sold me, didn’t work). Luckily I have insurance, so the cost was minimal to replace, I’ll get the new phone tomorrow morning, and they gave me a new glass protector for free. In and out in 15 mins.
Anyway, cut these guys some slack, it could be worse. Have you ever had to return a cable box to the Comcast store in Potrero Hill? Give that a try and reevaluate this AT&T store.

As I walk in the store, I am greeted with Gabby holding a tablet who checks people in. I didn’t check in yet because I wanted to browse the selection of smart phones they had. After deciding on the possible phones I wanted to buy, I checked in. TIP: Just check in anyway because the wait can be lengthy. Finally, it was my turn and guess who helps me out?! Gabby! She was awesome, patient with my millions of questions and answered each and every one of them, and explained everything thoroughly! I walked out with a brand new Samsung S6! After having this phone for a week, I love it. Gabby will be my go to girl at this store if I need anything. Thanks so much!

This service at this store is leading me to consider other providers just so I will never have to walk in here again.
Despite a slick façade, their only purpose here seems to be to drag as much money out of you as possible at the point of sale, without providing any details about the plans they offer or the fine print. Wasted hours of my life.
I came in to add my fiancée and her sister onto a family plan from another carrier. Guaranteed win for AT&T. Our sales person… Martin? — talked a mile a minute and talked us into a «deal» where we could buy accessories and speakers in the store and then would get a credit on our phone bill up to $ 150 «in a few months». After 6 months of not receiving the credit, I went back into the store, and again the same salesperson looked into my info, tried to disagree that he had made the offer, then said he could process it after all — but wrote down all the info on a post-​it note, which I’m sure he threw away as soon as he walked into the back room. I specifically asked for a receipt or a record of our conversation and he said he couldn’t provide one.
Shady dealing, felt like the worst kind of used car salesman.
Dishonorable service — and I feel like I was at worst lied to and at best made empty promises.

Hands down this is the worst customer service I’ve ever received in an AT&T store.
1. We walk in and no one greets us (this is relevant – see # 3).
2. We find two employees – Rory and Ronald – near the back chatting with each other.
3. I wait a minute to determine whether the conversation is business-​related, it’s not. I ask for help and am told I need to sign in at the front and be placed in a queue to be helped.
Me: «But you two aren’t helping anyone, you’re just talking, we are waiting to be helped.»
Rory: «Sorry, you have to sign in, there are three people ahead of you.»
4. Mr. Sign In guy takes our names and says we are third in line.
5. Meanwhile Rory and Ronald disappear into the back – and I don’t get the feeling they’re coming back out to help anyone.
6. I ask Mr. Sign in if HE can help us.
Mr. Sign In: «No.»
Me: So all you do is sign people into a waiting queue?“
Mr. Sign In: «Yes»
Me: «But you could be helping someone instead of just standing here, taking down my name, and having me wait. I haven’t seen this sign-​in process in any other store. And you didn’t tell us about signing in when we walked in.»
Mr. Sign In: «That’s just how we do it it this store.»
Keep doing it that way AT&T on Mission Street, this store won’t be in business much longer…

Tried to switch to AT&T at this store early afternoon on a weekday. Only 2^nd in line but I waited over 30mins then had to give up and leave. Sticking with T-​Mobile. I’ve never waited more than 2 minutes at their stores, and their staff are way friendlier.

VERONICA is my GIRL!
She knows her shit and got me in and out in less than an HOUR. Originally, I had my phone stolen last Saturday and they have a bullshit third party insurance partner thar handles claims, etc… well, Asurion (the insurance) had a ‘backorder’ on phones (how is it possible for insurance to have a backorder??) and I STILL don’t have the replacement phone. So, I called AT&T and the rep upgraded me before my contract was up and told me I could go into any AT&T store and pick up a new 6 — no questions asked.
Veronica is professional, knowledgeable, and FAST. She explained everything to me, the cost breakdown, and now I am a happy customer with my new 6.
Great experience. Wait was to be expected — about 20 minutes.

Ricardo is the best. Easy to understand and straightforward. I highly recommend making an appointment and requesting him as your customer service rep.

Its too bad I have to write this review. It has nothing to do with the people at the store but there is no other way for me to vent my frustration publicly. DO NOT EVER USE AT&T as your provider. The people are very nice but manipulative and have the system worked down pat! Three different conversations and each customer service rep answered a direct question with an indirect — diversion to another offered service or surcharge I wasn’t expecting. I have been an AT&T customer for the past 10 years and am finally going to drop them. When I told them this they said «I’m sorry to hear that…» loyalty apparently means nothing to the gigantic mega conglomerate business. Customer since 2004.

Horrible store!!! This is the last time I ever go here! They con you into buying more than you need and say they’ll give a bunch of services, then when you have concerns they walk away!
NEVER GO HERE.

They’re horrible! They NEVER answer the phone and their return policy is ridiculous. Also, their phone service in San Francisco flat out sucks! Don’t go to AT&T!

TL DR: Customer since 2008 is leaving because of inept customer service and AT&T no longer has a competitive edge.
I’ve dealt with AT&T’s inadequacies for my entire plan. I suffered through their poor network coverage, frequent disconnects, and lame customer service. When my second phone in 6 years lost the right channel in the headphone jack, I was forced to deal with this company directly. The web site offered no help.
I went into the store with a simple request:
Upgrade my phone now as my phone upgrade cycle is due in a couple months. Let’s not force a customer of 6 years pay full retail for a new phone when that same phone will be 66% off in two months as per their contract upgrade cycle.
I was put in a queue and told I would be able to speak with someone in 30 minutes. 90 minutes later, a customer rep, with a trainee in tow told me AT&T would not make the accommodation. They would only sell me a new plan with a new phone, thus increasing my monthly payments to unacceptable levels for the same disappointing network performance. I asked to speak with the manager. 10 more minutes and I was told the same thing. It doesn’t matter that you are a long standing customer, and it certainly doesn’t matter that the cell phone market is completely saturated. It doesn’t matter that their competitor, who they tried to acquire is superior {see
where T-​Mobile beats everyone in networks speed in the SF Bay Area} and is right across the street.
I posed the question «so you are willing to lose a customer over two months of upgrade [eligibility]?», and the store manager said «I can’t help you»
Good riddance. My money will be better spent elsewhere.