AT&T Authorized Retailer

I wished I had looked here before going to this store. The customer service here is bad. It seemed ok on my first visit, the girl was friendly and seemed competent. Since that visit I had to make 3 more trips to the store to resolve a problem that should have been taken care of the first time. They sold me a defective phone, and instead of just switching it out when I brought it back the next day they tried to get customer service on the phone. To make a very long story short, the associates are either not trained very well, not given the authority to make a proper customer service decision, or they are trained to seem like they are helping, but really trying to keep money that is owed to customers. The store manager, Kevyn, is pretty much invisible also. She was never in the store when I came in or called. The last time I went in, Irvin called her to get the return code, and she said she had to call her district manager, Dave, for permission. That’s not good customer service. I finally had to call the main customer service to resolve an issue that should have been done in the store. Go to the store on Stevens Creek and Lawrence if you have to, not this one.

This store is a brick and mortar representation of AT&T’s horrible customer service.
Our billing has been messed up every month for the last 3 months. After having spent countless hours trying to get it corrected over the phone, we finally decided to go to this store in-​person to get it fixed. We wait in the line for an hour before it is our turn to talk to a representative. The representative we talked to, Irvin, heard us for 15 minutes and eventually did just as he pleased. He called the AT&T billing department while we were there, and did not bother explaining the case at all to them. We prompted him to give the details of our case. He pretended to not listen and eventually told us that nothing can be done. This was just how our bill was going to be.
Looks like AT&T is jostling with Comcast to get the honor of the worst customer service, this Sunnyvale retailer is a forerunner.

I was having billing issues with AT&T, they would switch plans on me mid month for 3 months straight and instead of having to do this over phone and waste 2 hours (going from rep to manager and their manager till they saw their database as being the problem) decided to do this in person at the store. I patiently explained the problem to which the rep blurted out some words of sympathy and promised me he’d fix the problem. He wasted another 40 minutes after that, which included calling AT&T support and told me it was my problem and nothing has changed on my plan for past 6 years. I showed him the billing details (again, patiently) and he still claimed he didn’t see it in the system and told me I’d have to go to another location.
I am very unhappy about the fact that he didn’t even try to help (after all the initial promises!) and just asked us to go away. I wasn’t expecting first class service from AT&T but this was an all time low. Sorry Irvin (the guy who we worked with), I wish you would have shown some interest in helping at all!

We had BIG problems with our billing. We went into this location and Kaitlin immediately became our powerful advocate wrangler. She pushed through the pat answers and lack of knowledge from several reps and our account was fixed the next day. Thanks Kaitlyn!

Molly is really sweet she helped me get my suspended AT&T phone back reconnected and get the 40 dollar reactivation bill waved.
This situation happened because a anouther employee told me some bad information about my bill saying I should be fine if I don’t pay the full amount of the bill but unfortunately they shut my phone off: (
Thank you Molly

No problems with AT&T, just this location. None of the 3 employees working when I visited knew how to handle an insurance claim (the answer is: the account holder can do it online). They searched for an instruction booklet, then put me on the phone with someone who couldn’t help me, then told me to come back with the account holder, who I met at a different store where they immediately said… Here, let me get you started so you can *do it yourself online*.
I get that it’s a holiday break, staffing is low, but the process of replacing a phone shouldn’t be a mystery for the people who sell it (and the insurance) to you. Polite and professional, just not fully trained. :-/

We went here to get a new phone for my son, but we couldn’t trade in his old phone because the face was cracked, so it cost us $ 224 plus $ 75 for taxes on the new phone. During this time, the guy helping us said that we needed to purchase the phone insurance for $ 7 a month and that it as mandatory. So we ordered the new 128gb iPhone. After leaving the store, I called iPhone repair in Cupertino and it only cost us $ 96 to fix the face, so I decided to do that and get a refund back of $ 224 and do a trade in of his prior iPhone 5s. I called and was told that the guy would call me back but he never did. The woman on the phone said she couldn’t do a refund because they were a third party but it was a lie. Mind you, this happened within an hour of me ordering the phone while at the store, and fixing the screen. Extremely bad customer service!
I had to call the att number to cancel the first order and get everything refunded. And do a new order. Not only that we don’t need to purchase any insurance whatsoever! Ugh. Do not go there if you don’t need to.
Update ¹¹⁄₂₅: Not only did I find out I didn’t get a refund from the first cancelled order, I was charged another $ 224 plus $ 75 for tax again! I have 2 charges of $ 224, plus 2 charges of $ 75. The first phone was sent to the store which was supposed to be cancelled. The second one was sent to my house. I mailed the trade in phone along with the sticker that was included in the new phone. Now I’m on the phone with AT&T for the 5^th time for the refunds they were supposed to do from the very first time I ordered the phone. Not only did they not cancel the first order, they charged me twice for a phone I returned. The store that got the first order did not return it neither!
I can’t imagine the employee incompetence that work in the store and online/​phone. They have no customer service, lie to you, try to sell you things you don’t need, say they are going to cancel something and don’t, overcharge you, say you will get a refund but you didn’t. The list is a mile long and growing. I’m sure this won’t be the last call I make. Next thing I know, they’ll say they didn’t receive the phone I mailed, and charge me another $ 300 making it $ 900 worth of charges I don’t owe.
Way to go. Your the worse!

This is a review for the bad customer service that we had at this store with the assistant manager.
We wanted to order internet and tv service and only one person can do it at this store. From the beggining the guy was very unfriendly, not able to smile or to be nice. We are from Canada and we don’t have ssn. We remembered from last year that when we wanted to order service with atnt there was about a 500 $ non refundable fee so we didn’t go with them. We asked him several times to make sure that it was not a fee and only a deposit. He assured us that it was just a deposit and that it was refundable. So we proceed with the order, I give him my card and boom on the receipt we can read non-​refundable fee. We show him and he called a number to cancel the order for us because we were not ok with paying 449 $ fees just to get service with them.
What pisses me off is that he never appologized for providing us with the wrong information and all the time that we lost at this store. I am even wondering if he knew from the begining that it was a fee but tried to hide it from us just to make a bigger sale on his side. In addition, he even complained to us about another customer saying «I hate theses kind of customers» because someone called to ask if they needed an appointment and if the store was busy at this time. I think he shouldn’t work in customer service, he doesn’t get it. You should never complain about a customer in front of other customers, this is so unprofessionnal. It makes you feel like he probably hates you as well.
I finally got the refund on my credit card one week later but because of the currency I lost 30 $ just by the time that the refund has been deposit.
So if you want to order service with atnt, don’t go to this store, go online or on the phone and if you don’t have a ssn forget about this company because they will charge you 449 $ non-​refundable to activate service.

I manage my family’s 5 phone plans and always have excellent customer service here. Mehdi and Jesse were the most recent employees to help me and they were extremely helpful. This store usually has plenty of employees on duty that all work well together, are knowledgable, and professional. Can’t beat that!

The individual at the front desk was unable to solve my problem and I was displeased with his customer service.
I recently migrated phone plans and went from an individual plan to my fiancée’s family plan. In the process, my texting was turned off. I did some troubleshooting on my own before bringing it to this store, but was unable to pinpoint the issue. Since I had determined it was not an issue with the hardware, sim card or connection to the ATT network, I thought I would take my phone to this store to see something went wrong when I migrated from one plan to another.
When I got to the store, I was quickly serviced by the employee at the front desk. I explained to him what my issue was and what steps I had taken to troubleshoot the issue. In the middle of me talking, he grabbed my phone from the counter and started looking through it (which I thought was incredibly rude). Then, he asked me if I had powered it on and then powered it back off. I thought, «Seriously? Where you ignoring me this entire time?» To make matters worse, when he began offering a solution, he talked straight to my fiancée. Completely sexist. Just because I am woman coming into a phone carrier store with my male fiancée, does not mean I’m bringing him because I know nothing about smartphone technology. Ironic that he treated me so badly when openly admitted he did not have much experience working with Nexus devices, my phone is a Nexus 4, and the Nexus 6 will begin selling in a couple weeks.
I would never recommend this store to anyone.

If you want excellent customer service then look for Jade! Very professional, friendly, and knowledgeable associate! The staff are all courteous though. The minute you walked in, they will approach you right away and ask if they can help you with anything in regards with AT&T products unless of course if everyone is busy attending to other customers.
Keep up the good work kids!

If this is the one by Pizza my Heart, GNC, etc… These associates are 100% unprofessional, & actively do not know what the hell they’re doing. The poor soul customer next to us was getting drilled of every personal information he could recite in front of a bunch of strangers. He joked around ‘do you need my blood type?’.
When my friend and I walked in everyone including the associates stopped what they were doing and stared. Not to greet us, but just excelled at making us feel totally uncomfortable. It was so painful trying to get them to take a payment from my buddy-​they could not locate him+ and repeated ‘Are you sure that’s your zip code’. what’s your ss#, what the phones# all attempts but to no avail! He still couldn’t make a payment, now the customers on both sides of us know my friends last digits, address and zip code + phone #. I’m so happy to have Sprint for the past 7 years, phew…