AT&T

I had the worst experience ever at the West Covina location. I actually experienced 2 horrible situations at this location and I will not be back. I’m strongly considering leaving AT&T, I might have another carrier buy me out because the service was so horrible it was unbelievable.
Issue #1 — I purchased 2 brand new phones on Jan 7^th and requested particular colors and versions of the phone. Once I signed the contract the agent realized he brought out the wrong phones and the store was out of stock. This is after spending an hour talking get through options and signing contracts. The contracts had to be voided and I ended up having to drive to another store and ended up waiting because now I don’t have an appointment. This was obviously an error that shouldn’t of happened. If they aren’t so busy trying to upsell they can see if they even have the inventory they are selling.
Issue #2 on Jan 25^th I go into the store because the headphones that came with one of the phones completely doesn’t work. I guess I’m past the 14 day window and the lady that checked me in was so helpful. They basically directed me to the manufacturer and said I need to go through them. Anthony Arce the sales manager comes over and gives me the driest most irritating look and told me there’s nothing they can do because it’s past the 14 days. He had no kind of empathy, no compassion, no customer service skills at all. He blankly starred at me and didn’t say a word just starred at my face. Then proceeds to say «what do you want». I told him I wanted my 700 phone to come with working headphones and I want a replacement today. He says he cannot take headphones from another box. Again he just stares at me with irritation. I asked how long the samsung warranty takes and he said 1 day. I asked him «r u sure one day» and he says yes. I proceeded to call Samsung while in the store. The young lady that checked me in was being helpful and sympathetic. Long story short the information that the manager (Anthony Arce) gave me is NOT true. It takes 9 – 11 days. Before I left the store I told his employee «make sure to let him know it’s 9 – 11 days not 1». How should I feel as a customer being given misinformation by a manager? He probably tried to give me that answer thinking I wouldn’t sit there and call Samsung in the store. No offer was made for them to call with me and help me out.
This type of attitude and treatment is unacceptable. I’ve been with att for about 6 years and have never experienced this rudeness. Why is he a manager if he has an attitude? Why is he a manager if he can’t understand how frustrating my experiences has been after buying such expensive phones.
Again my loyalty to the company has been changed because I was just treated like crap. No follow up or even check up despite there was NO ONE in the store. It would have been nice if he said «hey did they help you, is everything going ok» at least I would have felt like he cared. Wouldn’t recommend anyone coming to this store and I feel like he owes me an apology.

They never answer the phone, I scheduled an appointment and still waited 45 minutes WTF thought I was waiting for my doctor… but I’ll admit sometimes it’s not on the employees fault you have people go in that do not know what they’re looking for so that leads to 100 + extra questions, once you get an representative then your good to go you’ll get the help you needed… It’s a hit or miss kinda place… I call Puente one they actually answers and within 10 minute hold I was amazed, lol… Maybe I’ll have to go there next time…

Good customer service I walked in and was greeted right away from a rep all I remember is a big smile and being super nice. I spoke to a rep name Adriana she was friendly and knowledgeable. I had a lady manager check in with me during the transfer contact stuff. I thought she was going to tell me they erased my stuff but the complete opposite. Everything was transferred. I was sold on everything lol Adriana helped me set up my direct tv appointment for next week Good stuff:

Don’t even bother calling!!! They NEVER answer. Rep at the store admitted to me that their ringer isn’t even on! Why even list a number for people to call? That’s just bad.

Adrian very helpful and accommodating. Wireless service was really bad & was not able to update account. System kept freezing! No Bueno!!! We called the AT&T main line to change our plan and it was chaotic! We were on the phone for almost an hour and nothing was resolved. We also found out that Adrian added 3 new lines to our account. WTH! After making a second call and on the phone with another rep, we were told that it would be done, but seeing is believing. One of the worst customer service!

Poor customer service. On the phone for 50min before getting a live representative to troubleshoot me. Still didn’t get my line up and running they had to send a tech out.
For a company as as them they should have more reps.

Customer reps needs more training with customers; Richard needs to explain the products and plan to customers without making them feel stupid!

Every time I come into this AT&T Store I am always greeted by a rep at the front of the store.
The store is located in the front of the mall between Chipotle and Red Robin.
When you walk in there are tables to your right and the registers are to your left and accessories down the middle and along the walls It is an average size store.
Depending on when you come in there could be a wait time, however if you have a rep that you have worked with before you can always contact them and schedule an appointment so you don’t have to wait!
My aunt had an issue with her cell phone bill and didn’t know why her bill had changed and increased by 100.00 dollars. I brought it to the attention of Jeb and then he showed his manager Jonathan and they realized what had happened. My aunt had went to another ATT store in Pasadena and the rep there had messed up her account creating 2 separate accounts under one. Which completely messed everything up. Jeb was able to fix her bill and also followed up with us the next month. This what great customer service is all about. I will continue to come to this location because of the rep and how he and his manager were able to resolve my aunt’s issue.

First class service! I have nothing but great things to say about the AT&T store I was professionally helped by the staff here. My problem was not an easy one to solve but the staff politely took the time and made a great effort to get everything working right and taking care of all my cell needs. I would highly recommended using this store and see what products and services they offer, from my experience here they make customers number one.

Valerie was very nice and helpful. She explained everything patiently. She answered all our questions and seemed quite knowledgeable. My sister got a really great deal. She gets a 22% discount on accessories through her employer. I got a bodyguardz scree/​glass protector for $ 36 including tax. Original price was $ 45+ tax.
Soon I found myself getting an iPad Air 2 as well. I was afforded the same great customer service.
We left a few $$ poorer but quite happy with our experience.
We’ll be back soon when our iPads arrive as we’ll be needing help to set them up.

Unbelievable. It take about maybe 1 or 2 hrs just to get customer service right away. I wait about an hour just upgrade my phone. That is all. But I see so many people asking dumb questions about the phone to the representatives. They seem like are trying to get buy a car or something. Omg. They need to add more assistance there.

I recently upgraded from the iPhone 5S to the iPhone 6 plus. I waited a couple months for delivery and when I did I had problems configuring the new iPhone 6 plus. After a couple of frustrating days I finally went to the AT&T store. I was greeted and had my name taken down and after a 10 minute wait, was helped by Jay. She was professional and friendly and handled my problem. I’m happy with the customer service here and am excited to finally play with my new iPhone. Thanks Jay!

This AT&T is located inside the West Covina Mall. Please refer to mall hours for hours of business for this location.

I went into this location three weeks ago to order my IPhone 6 plus. Being that this product was newly released I expected them not to have the product in stock. I was helped by one of the associates who assured me I would have my phone in 2 – 4 weeks; however it wouldn’t take that long but they give an extra cushion. About a week later I receive an email from AT&T saying I won’t receive my phone for 6 – 8 weeks. I about lost my mind! The sales associate assured me Id have it within 2 – 4 weeks, why do I have to wait an additional time? Poor customer service from my point of view… don’t make a quick sale, be honest! I feel like canceling my order and service. Extremely frustrated as I still am waiting for my product!

Just went in and was helped by Kris. Best customer service rep I’ve been helped by in a store. Super helpful and down to earth

Went there yesterday to ask questions about phones and plans that I had seen online. I know that online prices are a little different, as these people reminded me. I asked about the senior plan and was given a vague answer and hardly any other answers on questions that I had. I guess AT&T is either making too much money to be bothered or does not want to be bothered with seniors. Either way they lost a potential customer.

I have never seen as many angry people as I did at this AT&T location. People actually threatened to call the news reporters, it was that bad! I’ll explain why.
There were about 5 people working that day, one stood at the front of the store greeting people and getting their names down on the ipad. Another 1 – 2 helped clients at the back, and the others stood around looking stupid, doing nothing.
The idiot with the iPad did not ask people why they were coming into the store, just got their names and did nothing for about ⁵⁵⁄₆₀ minutes per hour. The wait took 1.5 hours per person, to see a representative. Once we actually got to talk to a rep, of course most people were informed that they were not actually able to do anything to help them out, and they simply had to go home. Of course, the idiot with the iPad was doing the absolute minimum during her job, and didn’t bother even asking why we were there so she could tell us to go home before waiting 1.5 hours at that place.
I WILL NEVER GO BACK TO AT&T. I cancelled my contract and switch to Sprint, which i’ve noticed has much better customer service, even though no cell phone company is great. It’s a necessary evil. After this experience, my boyfriend cancelled his contract and has been relying on WiFi completely for making phone calls/​texting, because he refuses to support these disgusting cell phone companies. I’m strongly considering doing the same.

February 22, 2014
Great service. Located where the MENS WAREHOUSE used to be.
Service is fast and prompt. The agents all carry their own iPads so they can check your accounts fast. I love it! Walked in, ten minutes later, walked out Happy as can Be!

Made an appointment for 6:15pm went in and representatives were all relaxing. Needed to discuss some charges on my phone bill and pay a portion of it. After explaining to the representative he simply pointed to the little kiosk thing that simply lets you pay your bill and that was it. Tried explaining that I had questions about charges but nope, and the kiosk didn’t even have any options to solve any of the questions I had. Makes me think twice about switching from Sprint.