AT&T

No ones helping me. Poor customer service. there’s two reps, both assisting other customers, but they didn’t bother to say ‘someone will be with you in a minute’.
Ugh.

Still an At&T store but Natty worked very hard to find the plan that saved us money on data — teenage sons and sports clips — he was easy to work with and was genuinely interested in helping us. Good experience

Avoid this location!
It’s always far too busy and you can go to Best Buy one block away for faster, better and much more friendly service.
They have some crazy protocol that you must sign in even if you want to ask a simple question such as «What time do you close?»
Insane.

This place is horrible. Waiting time is worst then the dmv. The staff doesn’t know what they are doing, they posted my payment to somebody else’s account and I need to chase them now for 3 days to get the money back to be applied to my account. Lousy customer service, never return your calls. I will never go to this place again for anything.

You were absolutely amazing thank you for going above and beyond to resolve my complicated issue. I trust no one else with my account. Everyone please go see Ray!!!

This place is obviously run by criminals. I don’t think I’ve ever been more unsatisfied with a company or service. Despite being a long term customer I’m still treated horribly. No customer loyalty, just extortion. Do not sign up for any of their services. You will be sorry.
They’re worse than a bank. Clearly their entire corporate strategy/​business model is to make all their money off extra fees rather than actual quality product. If there was an option for negative stars that’s what they truly deserve.

Just to give you guys hands up. Before you leave this place I would ask for a copy of your next bill. They added two extra lines on my account even thought I never asked for it. And also if the offer you anything on promotions make sure they are not selling you a contract staff, I guess that what they are trying to do. Just make some sales under contracts. Sadly it was the worst experience ever, and I still didn’t get my issue fixed. Next time I would go to Studio City location, everyone there are actually helpful.

Came in at about 8 PM and got outstanding top-​of-​the-​line service from Mike! We were out by 8:40 PM with a new plan and new phone and some accessories. We had to wait about five minutes for one of the workers to get to us but it was well worth the wait. Mike was very knowledgeable and was able to explain all of our different plan options and upgrading options in a very friendly and detailed manner. He gave us outstanding service and if I ever need anything I will come back only for him. Thank you Mike

It is Alberto Luna (Retail Sales Manager) and Emelia Cuervo (Retail Sales Consultant) that make AT&T look bad. These individuals did not attempt to do what was right and did not obey the law. I was sold a defective phone the day before I went into the store and tried to A. Exchange it which they refused to do and then I tried to return it at this location and they refused to do so without charging me $ 35 restocking fee (which is illegal because it was not posted at the place of purchase and the California law says that it must be posted at the place of purchase or at the door and on the receipt is no adequate) VIOLATION #2 which at the other store on Topanga they have no problem waiving. And due to the fact the phone was sold to me defective it is California’s law (CCC Sec.1723) they must refund the full amount to me. Therefore they not only broke the law twice but they also provided terrible customer service. Employees like this cause AT&T class-​action lawsuits. ATT should not employ these individuals in positions where they have contact with customers. (OR TRAIN THEM BETTER BUT WHY WAS IT THAT TOPANGA KNEW WHAT THEY WERE DOING)

Ok, just a heads up you need to check in with a rep before they even talk to you. I arrived here at 3:30pm and no one informed me that I had to check-​in. An agent finally finishes up, asks if I checked I said no. Mind you I’m the only person in the store that’s left to be helped and he says «The next available agent will be with you shortly.»
Wait a minute… Wouldn’t YOU be the next available agent since you’re done with your customer? You’ve seen me waiting here for almost half hour and you’re just walking away from me. At this point now I’m waiting 45 minutes and now 2 agents are free and I have not been seen.
Okay dude, stop flirting with the girl and take care of waiting customer that’s already on your list!
I don’t recommend coming here unless you have some time to spare and expect on getting passed up to be seen.
Edit** they helped another customer who has no check in and no appointment. This is bullshit!
**EDIT** Ray helped me very fast and quickly still get a 2* for the idiot that didn’t check me in at all (Didn’t catch his name, but apparently he has a lot of bad reviews here.

Understaffed & super slow! Don’t go here unless you have 45 min to an hour to sit around watching 2 sales associates wait on this busy location. Come on! Seriously? We just needed to pick up 2 chargers, found them ourselves & was still asked to wait 45 minutes to check out. Even the grocery stores have self check out! Wouldn’t it be a good idea to install one in each store? Especially if they are not staffed sufficiently.
Go to the store on Ventura in Studio City. Much better customer service.

Today (9÷13÷15) I wanted to see if I could get an upgrade on my phone since all the rage is about the iphone 6s. I wanted to see the difference ($$) wise if I did a contract for a new phone, Iphone 6 or is it worth it for me to wait for the iphone 6s. I avoided going to the ATT around the corner of my place since its always been a diaster when i drive by. This ATT (coporate not retail) was the closest to me.
As soon as I got there, I was greeted by Emelia and Karen. Luckily I came when noone was really there. Emelia helped me right away!
I asked her if she could help me figure out what I could do about changing my go phone account to a contract and she was more then happy to help! She wrote out all the different charges for the iphone 6 16gb/​64gb and the charges for the iphone 6s 16gb/​64gb and seeing that there was only a 50 difference, I decided to pre order my iphone 6s! Along with upgrading my phone, Emelia informed me that I could do a trade in for my iphone 5 for $ 310 which could go to buying accessories or go to my account as credit. They dont give $$ for phones. AND they were doing a special for upgrading your phone. I could use 100 dollars of the 310 trade in money for a mini ipad 2. Which i totally was stoked for!
Courtney the manager informed me that they didnt have the ipad at the store but that she would check with other ATT around us to see if they had any in stock! and sadly they didnt. :(but after about 30 minutes, She said that the north ridge location had it and she could send Karen to get it if i wanted it!
I truly believe that is what customer service is all about!
Karen youre awesome!
I was totally satisfied with my experience here. Now all i have to do is wait for my iphone 6s to arrive and hopefully the next time I come, itll be just as great!
Thank you to Courtney, Emelia and Karen for all the help!!!

Go see Chad. He’s great.
After months and months of trying to get on my wife’s family plan, I finally was able to get answers and get it done at the AT&T at 14 557 Ventura Blvd.
(By the way — ONLY go to corporate AT&T stores not the authorized retailers…)
CHAD MCCLAIN, Retail Sales Consultant is the man! He was the very nice as soon as we walked in. Being in sales myself, he was not pushy but still at the same time asked the right questions to make sure we are on the right plan for my wife and I. Up front. Didn’t waste anyone’s time. If he didn’t know the answers he would find them.
He casually talked about other life stuff like where were are from, music, our favorite NFL team (he was a Niners fan from New Jersey — I’m a Seahawks fan), to create great rapport and made us comfortable.
So after months and months of pure frustration of trying to get answers by phone, waiting on hold for hours at a time just to get myself on my wife’s family plan, he did it in 5 minutes. He asked the right questions, and it seemed like he was making sure everything was in our best interest.
I highly recommend this store and also request Chad. He’s like Tim Duncan of the Spurs. Just get it done!!!

I’ve been coming here since I signed up with at&t a couple of years ago. Adam helped me with my first couple of problems and it kept me coming back. Today Courtney (manager) and Emelia helped me with my problem today and reduced my bill tremendously. I will not only stay with at&t, but I will also be back! Thank you ladies! Seriously the best customer service ever!

I was completely lied to by a customer service rep here who signed me up for a plan that was completely more expensive and upgraded to an iphone that I didn’t need. She was pushing Uverse plans on people to get her bonus and then went on vacation, is what they told me; and then they said she was no longer an employee there. I cannot believe the level of ineptness I encountered here and she straight up lied when she said it was cheaper phone plan and faster internet. It was a complete fabrication and took me two months to sort out with customer service on the phone and I’m still paying more than before.
Don’t sign up for Uverse, it’s a scam.

I’m writing this review mainly because I got great customer service from Chad yesterday. I dont know about the rest of the staff there and to be frank, I’ve had terrible experiences with AT&T overall, but Chad gave me such outstanding service yesterday, that I believe it was worth mentioning.
I came to upgrade my wife’s phone and transfer her to my account, but wanted it to be a surprise. Chad went out of his way to find different options for me to do this and set us up on a great family plan. He even got on the phone with ATT customer service to help explain the transaction and did all of this with a great attitude.
Very smart and quick dude — much appreciated and I would highly recommend others ask for him when needing help with complicated transactions.

Walked in on a Saturday afternoon, the store has about 5 tables and there are customers being helped on every table.
I get it– they’re busy. But, we weren’t even greeted for at LEAST 10 minutes. Not a «hey! We’ll be with you in a moment!» or even a happy glance and a smile.
10 minutes later, 2 tables were finished and those employees– instead of saying hi– walk to the back, only to have 3 different people come out. (In this time, at least 3 new customers have accumulated in the store that also haven’t been acknowledged).
A person, who I’m assuming is the manager, asks us if we signed in or not. Nope– there is nowhere to sign in and there was nobody at the counter to even ask a question. No communication in the store. Lovely.
5 minutes after these new people come out (were they hanging out back there laughing at their crowded store?), we’re finally seen by somebody. I didn’t catch his name, but he wasn’t pleasant. No smiling, no «hi! how are you?” — he’s having a bad day, maybe hates his job. Who knows? He didn’t get me excited about buying a phone– which I didn’t, by the way. I had to ask him multiple times what something meant, because he kept repeating the first thing he’d say. If I asked you to elaborate, elaborate– don’t give me the same line you fed me 5 seconds ago.
Also, side note– I’m not a fan of their attire. I get the relaxed feel, but I couldn’t pick out the employees until I saw their tiny AT&T logo on their T-​shirts. Jeans isn’t a good look for an AT&T employee.
Overall, terribly disappointing experience with this AT&T and I will NOT be returning.

Jonny is the man to see here.
I had an issue with a phone and he hooked me up and solved the issue in minutes. Very friendly and willing to get stuff done. If you go to this store, ask for him! (no pressure Jonny)

I’m editing this review because their store manager followed up with me and assured me that my issue was being resolved. Thank you!
My girlfriend went here to end a 3 day saga with bad AT&T customer service from other stores. They took care of it, and took back the defective phone that we bought at the AT&T store in Beverly Hills, and refunded our money.
She had an issue with some interactions she had with the customer service representative. I called to complain because it was deeply concerning to me. Both assistant managers took the issue very seriously, and the store manager called me herself to let me know they were handling the situation, and very compassionately apologized.
Thank you for restoring some of the faith in humanity that I lost through our epic debacle with AT&T.

Walked in there and we were greeted by a friendly lady who took our name. We sat there for seven minutes while one person was helping a couple and another who sat across the room asked a patron, who just arrive (after us) if he needed anything. While that was happening four other employees converged at a display trying to get a holster of some sort anchored on the wall. Interestingly enough I watched for a few minutes and finally walked over there looking around the phones to see if anyone would pay attention and bother to ask if I needed help … Nothing … the display and what appeared to be a manager
Continued to talk with another employee with non work related conversation while other two was figuring out the display.
So I went back to the table. While sitting down finally someone came and asked how he can help (It’s not the three and manager).
… While we were being helped I wondered how am I going to get some attention «service» from any of these four ??? The sales person went in the back to get more info on us.
While he is that …
«Flash» … Lady who was talking to the manager (so he appreared) noticed and immediately whispered to him that I took a picture
The man in white immediately came over and asked if we were being helped and we POLITELY said yes. He then proceeded to say oh because I saw a flash.
@@ I think he was trying to call me out @@
I kept quite because I got my point across.