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February 2024 by Bradford C.
This is what I wrote in my original review. I have an edit at the bottom. Customer service from this store makes me glad that I am no longer an AT&T user. I have a laundry list of complaints with the staff at this store. I remember a couple of years ago, I was getting a new phone. This was around the time when transferring data from an old phone to a new one was available. That was a surprise to learn, but I was glad to do it, as it meant not having to save phone numbers, pictures, music, videos, etc., and it would transfer over any social media login. They told me that it would take a day to transfer my data, register the new phone to the account, and whatever other work they had to do. That wasn't a problem, so I left. The next day, I came back with the expectation of picking up my new phone. Three of the employees who were there the day before saw me and started laughing. When I asked what was so funny, they said that they left my old and new phones laid out in the store for anyone to take, and someone came in, grabbed my new phone, and ran off with it. They said that they didn't realize the phone was taken until a couple hours after the fact when they saw my old phone and not the new one. They said that by the time they realized the phone was gone, it was close to closing time, so they decided to wait until the next day. I asked why nobody called the other person on the account, they told us that "[they] didn't want to bother us." That meant that because they just left my phones out and about, I had to come back in two days because they had to unregister the stolen phone from the account and then transfer the data from the old phone to the replacement. Finally, my family knows one of the workers there from our personal lives. We didn't know that he was transferred to the retail side of AT&T. My sister had her own AT&T account and was paying way more as a single person than under my family's account. My mom went into to close my sister's account and integrate her phone number under our family plan. The employee that we knew did that, but what we didn't know until the next phone bill came in was he added in a brand new phone number to the account to make a sale. That was an incredibly shady, if not illegal thing to do. We went back and asked him to undo it, and he shrugged his shoulders and basically asked, "Why do you want to cancel this phone #," knowing full well that we never asked him to do that. Ever since, he had become incredibly rude and hostile to us and offered horrible customer service. I can't recommend this place, and AT&T would do well to retrain their employees on customer service. Edit: I just remembered as well that a couple years ago, sometime before Covid, so maybe 2018 or 2019, I was going to Mexico for a week. I stopped by to ask about AT&T's data plans or for SIM cards to use in Mexico. I don't remember which was the case, but the employees told me that AT&T owns or has a partnership with both a Mexican and Canadian mobile company, so adding data plans for both were free of charge. Since I was an authorized person on the account, I asked them to add the perk. Now, for whatever reason, I had a gut feeling tell me to double check with AT&T and make sure my phone would be covered in Mexico. The employee that I spoke to on my follow up visit looked at the account and said that they didn't see anything added, so it made me glad that I came back. The first employee would've had me on the hook for international roaming charges without a care in the world. I genuinely cannot recommend this staff any less.
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February 2024 by Marsha H.
Because of Gabriel Hencker, we came here. His communication was excellent and he made it easy!
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February 2024 by Rob Shankle
The guys at the store did a great job! Highly recommend them.
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February 2024 by Bladimir Flores
Very attentive and friendly staff
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January 2024 by Wander L.
For the manager who's not aligned with AT&T values. I ordered an iPhone 15 online to be picked up at this store. Online showing four iPhone 15 in stock. Got an e-mail from the store stating they are working on the order. 30 minutes later I get another email cancelling my order due to out of stock. I called the store as a regular customer asking if they had iPhone 15 in stock and the rep said yes, come on in. Then i informed him I had an online order that was cancelled but yet he has four in stock. Then he proceeded to tell me oh sorry I'm holding them for a customer. I said I ordered and paid and yet you are holding it for someone else who has not paid?? Greed? Commission driven? Whatever his reason , it's NOT RIGHT!!!
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December 2023 by Maria Cabrales
Worst customer service!! Especially the manager of the Pleasant Hill location, Gabriel!! Disgustingly rude customer service and a lack of professionalism. From the perspective of Human Resources, this person should be fired due to a lack of many unfavorable qualities for a manager: racist, discriminatory, and rude! He needs to reassess his customer service management. I have been a loyal customer for 15 years with all services including internet, TV, and cellular service. It’s so disappointing how ATT is worst and continues to demonstrate how they are outdated and don’t care about the customer. I highly recommend choosing a different service because you should avoid AT&T at all costs!!
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December 2023 by Gabino Aburto
William and sarahi helped me save some money on our bill they are the best! I suggest anybody to ask for them!
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November 2023 by Debra D
Att is a dishonest company who you can't escape with your number.. att is a disgrace. Bad customer service over chatges. Lots of games .. think twice before choosing ATT
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October 2023 by Al O.
I've been waiting 21 minutes for a store representative to answer. at one point someone picked up the line, didn't announce themselves but continued their conversation with a customer. I said I was on the line and would wait. The Rep never responded, when his conversation ended with the customer the line went dead. Back to waiting, 25 minutes now.
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October 2023 by L. C.
I wanted to get a newer phone as mine was several years old. I had heard about some issues with the IPhone 15 so asked about the 14 Pro. According to the guy who was helping me, the 14 Pro would change my bill by $36 a month and the 15 would have wound up costing me more. He never mentioned the $180 additional charges to my first bill or the fact that my bill has gone up $60 a month after that first bill from what it was. I have been a long time ATT customer but once this phone is paid off I will take my business elsewhere (perhaps Verizon). This was a ripoff. I tried to talk to the store manager (who wasn't there) and was told he wouldn't be able to help me and I needed to go online about pricing. According to the customer service rep, this was the best the she could do. Had I known that I would have stayed with my old phone or checked with a different company since ATT said they had a promotion.
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October 2023 by Alethia Lozano
Mr. Kim, the rep who saw my case was very kind, patient and knowledgeable.
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September 2023 by Michelle G.
I was having so many problems with AT&T. Came to this store and Selam was a true shinning light. The most sweetest and truly kind person. Thx you Selam. I guess not most AT&T people are ridiculous!
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September 2023 by shirley battaglini
Jeff was absolutely amazing. I’ve had a problem with my yahoo password.. even calling Att. And they couldn’t fix it. But Jeff at the Att store solved my problem in minutes. He’s a superstar
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August 2023 by Sepehr Mahjorirad
Daniel the store manager is doing a wonderful job making that team very helpful with the customers I highly recommend going there to see all of the team he has working there.
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August 2023 by Christina Soza
Our sales rep, Daniel Kim, provided great customer service. He made upgrading my phone into a seamless process. He was attentive and personable.