I had an excellent experience at the AT&T location in Brentwood, and I especially want to recognize Kyle for his outstanding customer service. Kyle was extremely helpful, professional, and well-spoken throughout the entire process. He made my trade-in incredibly easy and, most impressively, was able to transfer my wife's service from Verizon onto my AT&T plan within seconds. He knew exactly what he was doing, explained everything clearly, and made what could have been a stressful process feel completely effortless. This location is lucky to have a young, knowledgeable, and well-spoken employee like Kyle. He represents the kind of customer service that makes people want to continue doing business with AT&T. I had previously visited the AT&T location in Antioch, and unfortunately, that experience was the complete opposite. The customer service there was disappointing, and the employees I dealt with lacked the professionalism and customer-service skills I experienced with Kyle. It honestly felt like there was very little standard for who was hired or how customers were treated. The difference between the two locations was night and day. Kyle is a great example of how knowledgeable, professional, and personable customer service should be. I highly recommend the Brentwood location, and I hope AT&T recognizes Kyle for the great job he is doing! read more

Omg, I'm here in a Wednesday because coming here on the weekend is crazy. I thought a week day is better. NOPE! I put my name down 1 hour and 3 minutes with only 3 people ahead of me. Still not seen. There is literally 1 worker. This is crazy. Go somewhere else. read more

I upgraded my devices at Best Buy yesterday and was told I could return my old devices at the corporate store to complete the current offer. I verified with AT&T customer service and made an appt with this location. Cristina was very helpful and professional, but stated she couldn't accept the devices because employees were notified by management recently that if the new devices weren't purchased at this location they couldn't accept them. I requested to speak to the manager, CJ, who took over 20 minutes BEFORE coming over to assist us. He explained that a recent policy change from ATT prevents returns of devices bought online or from authorized retailers, but he could accept my husband's device as his was previously on "ATT next". He claimed he couldn't process mine due to system restrictions. After some back and forth, he eventually accepted both phones. The takeaway: Don't let a manager refuse service based on where you purchased your device. AT&T corporate office states as long as you go to a "corporate store" they will take care of your needs, even if the device is purchased from an authorized dealer. Because of CJ's refusal in the beginning, we wasted just about an hour of our time while other customers were waiting to be helped. **BEWARE OF THE RULES THE MANAGEMENT IS MAKING AT THIS STORE ON THEIR OWN THAT ARE NOT NECESSARILY FROM ATT CORPORATE OFFICE NATIONWIDE** read more

worse service , absolutely headaches only one sales guy after the 5th visit was helpful my first visit i wanted to get phones for my business , and personal by the 5th visit i wanted to switch to verizon or any other service read more

Thank you Kyle. You are the absolute greatest example of kindness and customer service. I am staying with AT&T because of you!!! 10 stars to you and your customer service.. #TEAMKYLE read more

customer svc there is only 1 marginal step up from talking to someone from India about your account. One guy there still wears a paper mask like it's 2021. If you're upset with your job, don't treat everyone else like you're bored with your life. read more

I just want to say how grateful I am for Kianas help today at the AT&T Brentwood location! And please forgive me if I did not spell your name right. She was the reason I was able to restore my number! She truly was very professional and all about helping the customer. She went above and beyond :) Thank you!!!! read more

Great service provided to me on both occasions! I was impressed with the care and confer from the employees and their desire to solve my problem. read more

Today was a good day at ATT. I talked to Kyle and he was extremely helpful and gave me the right information for what I needed. I came in a couple weeks ago and talked to Kira who gave me gross misinformation. I was interested in internet service in my area which is not super populated and she mentioned internet air. It sounded good however she said it would take 4 days to ship to my place and I would be able to set it up which was fine. I told her I needed to wait until today to come in and have the shipment start. I asked if she worked on commissions and she said yes so I wanted to work with her. She said she would text me closer to today to let me know her hours. Not one text was sent and when I talked to Kyle, turns out can't get internet air in my area. I'm very glad and thankful I talked to Kyle today who btw was very patient with me. If I could give him 10 stars I would. If I could give Kira negative stars I would. She should thank Kyle for the 5 star review. read more

I had an appointment to come in to buy two new phones. I got there 10 minutes early, then waited an additional 20 minutes without ever being welcomed in or acknowledged in any way. I've got better things to do on my day off than sit there like I don't exhist. You won't be getting any commission off a sale from me. read more

Went it to transfer my number to a new phone and no hiccups. Edreis was great and addressed my all my inquiries. Great service.

Shout out to Vee!!! She was absolutely fabulous omg I loved her so much me and my friend Walt went to exchange my phone I GUARANTEE SHE'LL ALWAYS REMEMBER STEPHAN! She doesn't get enough credit for the help and energy she gives clients, I've yet to meet anyone that could match my energy until I met her. We gotta buy her drink she deserves it oui oui, She definitely thought I was lying about giving her a yelp review congratulations on your 5 stars beloved. On t'adore !!! read more

AT&T Store - A happy customer !!!! - Mobile Phones Near Me - Brentwood, California

Bad service. Very slow. And almost no employees to help people. I was just picking up an online order but it takes forever to do so and you have to be checked in as a walk in customer so you end up waiting anyway. read more

Shaz and Eidris took great care of us today! I want to thank you both again for all your help. I made an online appointment and we were seen right away on a Saturday morning. Eidris was very helpful and understanding with the issues that my wife was having with her phone. He really took his time to properly troubleshoot the issue. As the store became busier, Shaz the store manager started to help us while Eidris went to help another customer. Shaz was also very helpful. Our issue seemed complex so he helped us get on the phone with apple to further troubleshoot the issue. As soon as Shaz got a better understanding of our issue he was actually able to resolve it himself very quickly. Turns out att automatically restricted some settings due to my wife traveling internationally. Both of these guys were super helpful and I feel they went above and beyond to help us get our issue resolved. I would definitely reach out to them again if I ever have any issues. I hope these guys stick around because the customer service we received today was exceptional! This is the type of customer service that will make customers want to remain with att. read more

I wish I could give negative stars. Go into the AT&T store just to do a simple return of a phone case with the receipt. Have to put my name down. Wait an hour until somebody can help me. When it was a simple return, when everybody else is in there, buying phones and phone plans. Complete utter rudeness from everybody in that store. When I ask, can I do a simple return? I was told no that if I don't like it, I can go someplace else. I have never dealt with such poor customer service. They should be shut down. And I'm a senior and they show no respect at all. read more

Do not go to this store , it is the worst customer service I've ever experienced and I have been a AT&T customer for 20years!!. Basically the sales rep lied and stated both her and her manager reviewed my phone .They never took it out the case because it had a clear case. So when I finally bought my phone in for trade in a week later the back case had a crack in it . In dealing with the strore manager my expectation is set high! As I too am a manager. He told me that the assistant manager and the sales representative told him they both examined my phone and it had no damage and told me to return it within 30 days for my rebate. They NEVER took it out the case. Heck I didn't even know my outer case was cracked. Integrity means everything to me for them to just lie like that really bothers me. Just awful!!! Oh then I'm told I have to return my phone 3hrs after hanging up with the manager. Unbelievable!!!! A bunch of liars work there !! Don't do it. read more

Service was great no probs there Jose helped the right decision should I upgrade my wife's phone and mine. Only thing was I was under an old plan and I wanted to keep it So I call the loyalty dept waste of time I'm staying with at@t for now. They didn't the phones in the store but one of was there the next day. So the at@t store gets 5 stars at@t corp 3 stars. read more

I wanted to wait before I did this review because I didn't want my frustration to get the best of me. But we walked in, no appointment and were told the wait would be 20/30 mins, they took my name down. And some how almost 2 hours go by and we haven't been called.. Myself and my two nephews displayed an enormous amount of patience but it started to run out. I asked one of the employees there on what was going on with my name not being called and he said he didn't know but would get to me as soon as he was finished with his client. He took 2 clients after that. Finally the woman that checked us in from the beginning realized we were still there waiting, she apologized for the wait and whatever happened to my name not getting on the board/list. She also said she would help me after her client. The man from earlier assisted me, I bought the phone I needed, we set it up and I was out the door, my appointment lasted a total of 15/20 mins. I spent way to much time there that was completely avoidable had any one employee would have taken the second to notice I was still there and waiting and checked in with me. I know it's the holidays, but it wasn't that crazy busy. Customer service can do a little better. My advice: MAKE SURE YOU SEE YOUR NAME POP UP ON THE SCREEN OF NAMES WHO HAVE CHECKED IN. read more

AT&T Store - Mobile Phones Near Me - Brentwood, California

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Really bad customer service really rude and unprofessional I will not recommend u guys go there I will say they only there to scam people and tell false stuff to people and soon as u got the account they will not wanna help you out CJ manager should not be in management there promised something else and did something else read more

I went into this store with numerous issues about my account. I also needed a new phone since the one I currently own received water damage. The person who helped me was Jose. He was absolutely wonderful!!! I'm pretty out dated with all this but Jose explained everything I needed to do ... ( in words I understood. ) Thank you so very much Jose for making (what I thought was going to be a nightmare) and turning it into a great experience. read more

I wasn't going to leave a review because I'm not a big Yelper, but after STILL dealing with this saga a month later, I felt compelled to warn others before visiting this branch. Side note: should have checked reviews before, would have saved SIX hours of my life. I visited this AT&T location on Saturday 4/8 to get on my own plan & set up with a new phone. I was upgrading my old iPhone because I ran out of storage - I made it very clear that I use my phones until they no longer work and opted for the most gigs to optimize the phone life. The initial transaction was pretty smooth, they were able to get service / data switched over pretty quick. I wanted to make sure that my phone made & received calls before leaving the store as I was leaving the country the next day. My phone wasn't receiving or making outbound calls. The manager told me it needed an update and to do it at home on my wifi because it would take a while. I opted to complete it there - and boy did I. After an hour on the phone with support, I asked if we could swap the phone as it might be a Lemon. They denied that request in fear of a 30 open box charge (that I found out 5 hours later) FIVE HOURS later when I asked to completely return everything, they finally offered to do an exchange. Turns out my phone was a lemon and everything worked as it should on my new phone within MINUTES. After wasting an entire day at AT&T and clearly irritated, the manager popped back up and said "Jeeze _____, why didn't you just exchange it a long time ago" trying to be funny, knowing that HE was the one trying to save his little $30... I would have paid the $30 for 4 hours of my life back tbh. I wasn't going to leave a review because the employees (not the manager, to be very clear) were helpful. Fast forward to a month later, I received my bill with astronomical charges. I was being charged monthly for the ability to upgrade to the newest phone as soon as it's available, insurance on the phone, and one other thing that I was not asked about or opted in for at the store even after making it very clear that I'm not one to upgrade my phone regularly. After an hour on the phone with customer service, and still having paying a prorated amount for my month of insurance and upgrade feature that I never opted for, I finally got sorted out. Not only will I never return to this branch, I plan to get off of AT&T the minute my phone is paid off. I used to work in retail so I understand the need to hit numbers and meet a quota, but this branch needs to find a different strategy immediately. read more

I went directly to the store to set up new Internet service. The gal that I spoke with, Liz was seemingly very helpful. I questioned her about the installation fee, and she and her manager assured me that the fee would be waived. I spoke with her on another occasion before my installation, and confirmed again that the fee would be waived. When I received my first bill, the fee had not been waived. I contacted the store and was told to bring my invoice in and they would have it waived. I went into the store, the greeter took a photo of it said my account would be credited in the next two hours, and it was not. I had subsequently called several times and was told that I would receive a call back from the manager or from Liz. I have not received any return calls. I contacted the billing department finally, explained the situation and they graciously credited my account for the installation. This Brentwood location has the worst customer service I've ever experienced, which is very unfortunate. read more

Worked with Roberto F. ATT here and this representative went the extra mile in helping us get our business phone line back. We've been in business here in Antioch for over 19 years and needed some serious help. Roberto patiently listened, troubleshoot the problem, asked the right questions, and even called corporate to figure out what was going on here. He jumped through a bunch of hoops and was composed the entire interaction, which lasted for more than 1 entire hour. Holy hell- this guy is legit. Thanks Roberto for being an amazing, customer-facing rep. I'm glad we were your customer today. read more

Im not the one to write a negative review, but for this instance I'll consider it. I went to this location hoping they can help me out, after having a bad experience with a prepaid account for my son. Jose is the person who helped me to add a line in my account. To make long story short, I understand that they can not give a exact amount of what your bill would be. But Jose was $70 over the estimated amount that I would have to pay. If it was just around $5 i won't mind it, but $70?! I was frustrated and it was a mistake that they can not fix and I had to pay it. I felt like I was scammed because he gave me an estimated that I was happy with then when the bill came It was $70 over. I hope this review will make him improve his service to be more informative and work on his calculating skills to more efficient with his estimates. read more

So I'm trying to leave this horrible company and trying to unlock my phone. I go to the store for help and they tell me I have to do it online. I go online and it says cant do it. I go to the store and explain and they tell me online is the only way , I ask them to help me as it won't work but they rush me out. Att rates and service is horrible. If you can leave I suggest walking down to Xfinity. Better service and better rates. read more

Only reason I'm giving this location 4 stars is Roosevelt, otherwise it would be two. Roosevelt was a pleasure working with, he's pleasant, knowledgeable and straightforward. I called the same location and whoever I spoke to they were very unprofessional so I suspect the low ratings are true. Ask for Roosevelt if you visit this location . Often the employees are a reflection of the hiring manager. That's my two cents read more

Sales representatives are very dishonest. I forgot the woman's name that help me the day I came in but I've been with ATT for many years. Stuff was being added into my new bill without my knowledge until I received and checked my latest invoice. Added 2 things in the bill costing me an additional $50. They also lied about the towers being shared with Verizon and how Xfinity mobile share their tower with T-mobile and Metro. Be cautious! read more

1st Visit (2 STARS): I came here to upgrade my phone to the new iPhone 11 Pro Max on a Friday morning at 11:00AM. When I arrived the store was absolutely PACKED and the staff had a not-so-friendly, visibly stressed-out vibe so I left phone-less. I was also disappointed that they have NO DISPLAY PHONES for the iPhone 11 Pro Max... literally not a single one so prepare to make a decision on what color to get without seeing it in person here. 2nd visit (4 STARS): Knowing how packed it was on Friday, I scheduled an appointment online for the following day. The store wasn't busy at all so I didn't need the appointment after all... but better safe than sorry. When I walked in the door, I was greeted by a very friendly sales rep named Kym. She is probably the BEST sales representative in the store - great attitude, funny, and nice. She helped us right away and made getting a new phone as smooth as possible. I also met the manager of the store (didn't catch her name) but she was also super friendly and helpful! The two of them made my shopping experience 10x better. Also, whatever playlist they had going was straight FIRE - Summer Walker, Tory Lanez, H.E.R, Ella Mai, etc. Only complaints: - waiting on the waitlist takes FOREVER - relatively small selection/variety of phone cases available - they are somewhat pushy when it comes to offering you "deals" (but this is to be expected, of course) - they have no iPhone 11 Pro Max on display which makes its very hard to decide which color to get since you can't see it in person - some sales associates are not as friendly/polite as Kym and the manager read more

Terrible staffing. The employees really don't care about their customers and they don't try and hide it. They can't ever seem to get good employees over there. I've been with AT&T now for about 20 years and I will be moving my business elsewhere. read more

It's too early to have an attitude with clients. Was there in the morning. Had to wait 1.5 hours when we were told the wait will be an hour. Leslie needs to be retrained on how to practice good customer service. Not asking to go above and beyond here. Basic customer service at the least. She made us feel how she hates her job and can't wait to get rid of us. It was never like this before. I don't know what happened to the staff. Can't even get basic customer service. SMH. read more

LESLIE WAS HORRIBLE. I don't know why is she working as a customer service if she doesn't know how to be one. She's not happy with her job and it's a big lost for the company. The manager was great thumbs up . Thank you for accommodating us after Leslie gave me a heart attack. Will never deal with her anymore. read more

I went to activate a device I already owned today. I was greeted quickly by who I believe was a supervisor. A minute or so later he brought Joshua Slaughter to help me. Joshua was super efficient at helping me with what I needed. He helped me know how I could save money and offered me extra services that I wasn't aware I had access to. I hadn't been inside a phone store in quite some time and was a little reluctant but Joshua surpassed my expectations. He should be commended for his customer service. read more

Update. Situation resolved . Have a blessed. They did their job the right way and resolved my problem

The clowns are running the circus. Just remember, in the store, you're dealing with the people that are on the bottom rung of the totem pole meaning they have no authority to do anything. Spent 3 weeks out of the country, ONLY used cell for hotel WiFi, got home and had AT&T cell phone bill for over $500.00. Talked to salesman regarding the bill only to find out THEY have no authority to do anything about the charge much less explain....HOWEVER... what they will do, is try to talk you into signing a contract for their TV service and give you some nonsense about saving you costs that should help offset the $500.00 cell phone bill you just received. Needless to say that after 25 years with AT&T, I've closed my account and signed up with Verizon. read more

Had complications with online AT and T doing the right thing, so went to the store on Sand Creek. Went straight to the manager to make sure matters were corrected and I would get my iPhones delivered as ordered. Met Porsche Brown and she was an excellent manager. She knew more than the ones online as she had to deal with them too. She fixed everything correctly and was very patient. My brother who is in Kentucky and dealing with our account across the states even said she is the ONLY one of all the people I dealt with that seems she knows what she is doing!!! My brother who is a lawyer and can be harsh and critical couldn't believe the ineptitude of his Kentucky AT n T and online so he even sang praises for Porsche Brown who was very professional. She should be in charge of training the entire network of staff and be promoted to like regional division or CA ATnT she was just that good bc it was a complicated matter that was further complicated by inept employees( and I am being nice), so thank goodness there was at least one person that did her job right! And I had convinced my brother to come to ATnT and told him when I had it, I loved them- idk what happened?! Finally, Porsche got the matter settled and did it with a smile even with my brother on the phone on one ear and me at the store. She was a true professional that handled it with grace! ATnT hope you promote her- she was your only asset that day! read more

Everyone has that dreaded day happen to them when something unexpected happens to their phone. Mine, was yesterday. My iPhone XS Max just stopped working - literally. So my husband and I put both of our toddlers in the car and headed over to the AT&T Store on Sand Creek Rd in Brentwood to hopefully get it fixed. Everyone knows nothing is that simple when it comes to cellphone problems; and although we knew we would probably be spending money on a new phone, we really didn't want to. (Story of our lives - right? Lol ) Anyway, once we pulled up to the store we scored one of most phenomenal parking spaces known to mankind smack dab in the front of the doors. Those type of spaces are normally only available for special dignitaries and company sponsored celebrity meet and greets, so already things were headed a good direction. With twenty minutes left before closing, I got out of my car leaving behind my CNN obsessed husband watching Don Lemmon and two sleeping toddlers cooing softly in the backseat. I walked in, sanitized my hands, and as soon as I looked up Joshua was walking toward me (stopping at a safe distance of course) with a smile so loud under his at&t mask that it could be heard for miles. He simply said "Hello, how are you doing today?" As a mother of two toddlers less than two years apart, that was the straw that broke the levy, because I instantly didn't even know how to answer his question. I think I babbled something about my iPhone, but honestly I don't even remember what it was. All I know is at that moment I didn't have to say anything else. The fact that I was in the store with a sunflower white mask, Gucci prescription glasses, and snow boots - was all he needed to read my S.O.S. for help. He was so kind to take over from here and ask me what kind of phone did I have as he immediately lead me to a little table chair and shield. (It kind of reminded me of a bank teller's station a little bit, lol -anyway I digress) After my long soliloquy Joshua's manager hovered over interested in how my problem could be fixed. Joshua believed that I needed a new sim card which would be a simple fix to get my phone working again. His manager agreed and brought one right over. He tried replacing the sim card but to no avail the phone wouldn't work. Sure I had access to the wifi but I couldn't make any calls and no one could call me. With ten minutes until he was off of work, Joshua was determined to get to the bottom of my problem. He told me my options once he realized that I had insurance on my phone. I could file a claim on the phone or I could purchase a new one, which ever one that I chose he would be there to guide me each step of the way. I asked him "What do you think is best?" I was surprised by his answer when he didn't immediately go for the hard sale on the new phone. Here's what he said: "You and your husband are paying for insurance on your phones. That insurance protects your purchases if something malfunctions. In this case your sim tray has malfunctioned and isn't allowing our network to connect to your device. I would file a claim and see what options they have available to you. We can do it right here in the store, that way if you don't like what the replacement phone is, you can make the best decision for you with the new products that we have in store." Long story short, I ended up purchasing the newest iPhone model, because we found out my phone was discontinued and insurance was going to replace my current phone with another discontinued version-pointless. Joshua was the perfect cup of tea on a cold winters day after a long commute home from work. That is the level of customer service you receive when you walk into the store at the Sand Creek Location. You get familiarity of product, services, and of your account, but most importantly Joshua makes you feel like you are old friends talking about the days events and he just happens to work in a field where he can fix your problem. Joshua, thank you for seeing me, my concerns and needs, and not just the last four digits of my phone number when interacting with me. Did I want to buy a new phone yesterday - no, but do I feel confident that I made the right decision and that I understand why I made that decision? Absolutely! read more

Went in there to purchase a mobile hot spot and they told us they were no longer sold and that what they did have was better than that. They ended up convincing us to add hot spot line with the "promise that we would get charged $20 for the line". We agreed and said ok, we were paying $135 and after adding the line it jumped to $190. Ridiculous... can't trust the workers at this store. Better off calling AT&T directly. I guess they work off commission. Never going to this store again. read more

Terrible store. I purchased a screen protector for my phone when it was new. It lifted down the left side completely. Went in to have it replaced. The guy proceeds to tell me it's $8 for a recycling fee. That's a new fee to me since I had it replaced in January. Long story short he puts a new one on and the bottom is already lifted. I tell him it's too far from the top and he tells me a machine puts it on. Well it was a half inch from the top and over hanging the bottom curve of phone. So he goes to the back to get another telling me I'm paying $8 for each one he has to put on. The girl working there looks at it and says it's not on right. She lifts it up and puts it on higher and now bottom isn't lifted. The guy proceeds to tell me it's my case and it's poorly designed. It's a $120 Apple case designed specifically for my phone. Guy claims he is the manager. He's Rude and condescending with no people skills. read more

Another review to add expressing the sorry customer service this AT&T store has...My husband and I came in to upgrade our phones. The agent we were assigned started his sales pitch about changing our plan, etc (which is his job, I get that). He kept switching from talking about one plan to another, I got confused and when I asked to explain the differences, he shut down his iPad and started to walk away. I told him I still had questions and he yelled out "I'll be back". HOLD UP! It should be his job to explain to the customer what he's trying to sell, and if you get frustrated every time someone asks you a question then maybe you're not in the right line of work dealing with the public. When he got back to the table, I told him how I found his action to be rather rude. And instead of apologizing his response was, "you can talk to someone else then." Of course when I asked to speak with a manager, they were allegedly out on lunch. Needless to say, we walked out of there with no phone. read more

Do not come here without an appointment. If you walk in, be prepared to wait at least an hour to be seen. Store is very basic and the customer service isn't anything special. If you can, try to get support through online services or go to a different store. The wait literally had me contemplating on switching carriers. read more