I just had to return a waterproof phone case I got to take on vacation to Mexico. I had an iPhone six and the one I was sold was for the 7. Unfortunately I didn't get to use the underwater camera on my vacation, which sucked. When I came to return the case, Brandon helped me out so quickly. He did the return transaction within 5 minutes, and was so incredibly polite. GIVE THAT MAN A RAISE!! read more

Marco at the San Fernando location is so kind and patient. We had a great experience today he helped us with all of our fun situation and needs thank you so much Marco read more

Okay so I see why the rating is the way it is. To be fair not all of them doesn't know what they are doing. Except it will affect the entire store if their own manager is the one that's clueless not to mention couldn't handle a tough situation. This woman, was not happy to begin with, which I'm not asking.. she hates her job what can I say. But the main reason why I had come in there was because I was charged for an "auto-pay", previously trying to open a new prepaid account that was not all the way activated due to my bank freaking out that I was charged twice. So I had to come back. The manager had helped us right away but I can already tell that she already thought we were making this up from the beginning.. we even showed her the bank transaction and everything.. she didn't care. She just kept saying that she doesn't see anything in her end, and that she doesn't know what we're talking about and she doesn't care anyway. In the midst of this round around argument, she offers us a simcard, that she claims that "maybe will work". What do you mean "maybe, it will work"?!! Now, she doesn't want to give us money back, and is now asking for extra money for the simcard. WHAT?? She was not accommodating, don't care, just another day.. Hey guess what my bank was able to pull the money back.. even though she thinks we came in just asking for money. Rip off. But hey, AT&T has been an evil company since the 70s & the 80s. She represents. Look it up. Good job AT&T. read more

I've been to this AT&T store plenty of times & each time I've had great service. I was just at the store earlier today & they were able to get me out of there very quickly even though the queue had several people ahead of me. Jon helped me while I was at the store. He was a friendly customer service representative who knew what he was doing. They have a friendly older lady that works security there as well. While waiting, she stopped by and asked me if I wanted the remote to change the channel on the TV. I thought that was pretty nice of her. read more

Best experience ever!! Alex was perfect! Professional and well informed. Didn't try up selling me, handled any and ALL questions. Actually saved me money on my monthly bill. Dude deserves a raise!!! Thoroughly enjoyed my experience. read more

The manager Adriana was very helpful. This location is open and ready to serve you! Thank you to everyone here!

Only give 5 stars because of Percy!!! She's amazing,honest, and really takes care of you & helps you out with anything you need! She is the definition of a best employee and deserves a raise for her hard work and loyalty. Thank you Percy you're the BEST!!!! read more

Very very long wait. Employees here are slow and take forever. Do not go during lunch hours.

Great service from the sales people! They have been nothing but helpful with my account and new phone! Thank you all!

The employees here were great! Thank you very much to everybody that helped me set up my phone. Very patient with me.

I've been an AT&T customer for 30 years and, as is the case with all Telco providers, the service has its ups and downs. Recently, though, the downs have been dominating. Specific to this store, the employee turnover rate is very high, which means it's difficult to develop any meaningful provider relationship that might make one's customer experience more fluid. Add to this the fact that store personnel are usually unaware of, nor able to access, account details, and the space becomes little more than a showroom for compatible hardware from other companies, and a rather poor showroom at that. One is forced to make an on-site appointment upon arrival, and then wait an indeterminate time for someone to finally appear. The individual rep is usually ill-informed and uninspired. The one time I signed a contract through the store, the assurances made by the store rep proved baseless, and I spent months repeatedly trying to get AT&T phone reps to honor the promises (since the store rep and their manager had already been fired or quit). All in all, something of a waste of Main Street retail space. read more

I wish I could give them no star! The workers are like teddy bear sitting there!!! They don't understand any little word of you! Att charge horribly extra on the account! Never never never go to ATT and open either wireless or internet account! read more

Incredible came into the store waited an hour to be seen. The Manager wouldn't budge. Was on his computer on Instagram. Said he couldnt get stuck with customers. An alarm starts going off at the store. Manager wouldn't budge. Then a salesmen that was busy after 5 minutes went to turn it off. Had to stop his sale and again manager wouldn't budge. At the end of the day I couldn't get my phones. They were having technical issues and the business department rep wasn't answering his phone. What a terrible experience. DO NOT COME HERE! read more

Completely incompetent. Wish I had remembered everyone's name I worked with, but the manager was involved as well. Had a simple request, wanted to buy a new phone and add a new line. Took 2 hours to complete this and afterwards, I received a bill for $380 a month. Called att and they told me that they had added 3 lines. They have absolutely no clue what they're doing and definitely need some training. Have no clue who to trust anymore with doing anything simple. I'm in sales and know when something weird is going on, which from the resetting, adding new lines looks like all they were worried about was hitting some numbers. No customer service aspect at all. read more

So with the bad reviews I was iffy about coming here but I'm glad I did. Thank you Adrian for the best customer service and giving me answers to my problems!!! I called AT&T customer service 4 times and he was able to fix my problems and make sure I'd get what I wanted without future problems. Everyone in here was really nice and the store was clean and welcoming. Thanks for the help, I will be back for any AT&T needs! read more

Definitely no star customer service!!! Thank God we left AT&T!!! Took us way too long being their customers for over 15 years and they have no customer service skills!! Rudest people in Burbank and Glendale Galleria stores! If I were anyone thinking of going to these stores, Do not waste your time! Because they surely don't waste theirs in attending to the customers!! read more

Service is horrible. Customer service is horrible. No one ever wants to help you. They always say you have to call you have to call. They don't even deserve one star read more

Stupid cell phone, stupid Cingular phone, stupid Flanders!! My awesome Sony Ericsson has developed a seizer. Don't know how this happened. I've had it for over a year and a half and the only time I've dropped it was when I first got it. Had to just to test it out you know? I have to make sure this phone is going to survive being dropped from 5 feet 2 inches in the air while avoiding puke and whatever else gets in the way from stumbling home drunk. Anyways I call Cingular and they tell me the bad news. I am eligible for an upgrade. D'OH! I was hoping they'd send me a replacement and not tell me that!! I've had my eye on the blackjack from Cingular but I've been trying to talk myself out of getting a blackberry! Damnit. He tells me I can either order online, in the store or on the phone with him. I told him I'll look on the website for a few, go to the store and buy one. Easier said then done. I look through the website and see a few phones I wanted. Wrote them down, got in the car, and drove to the downtown Burbank Cingular store. Now I was in here over two months ago when my charger died. I was immediately greeted by a helpful employee at the door and he told me they were all out of the charger but told me to come back. This didn't happen. Walked in, tons of Cingular employees behind the counter, maybe like eight and about three customers by the counter. Ugh wtf is with this ratio? Do we need this many employees on top of three customers? What the holy hell! I need help to you know? Luckily I'm not stupid when it comes to phones. I brought my list of phones to check out and proceeded through the store looking at each one and taking my time without having an employee breathing down my neck. After a few minutes I had made my decision and was ready to get my phone. Only problem: Still no one to come over and help and might I add I was in the store for about 20-30 minutes. Being impatient and not wanting to wait or have anyone come over and ask if I had any questions I threw in the towel, went home and with one push of a button and a few numbers on my credit car I had become the proud owner of a new phone. I am happy girl. Just not happy about this store. read more

They will totally lie to you regarding Direct TV costs and contract terms. Be careful! I signed up with them when they promised me there would be no contract, and that the price would be $57 per month. The reality was $71 per month, which doubles after one year. Also, there is a two year contract, with a HEFTY $20 per month penalty. BUYER BEWARE! They have earned their overall low reviews on Yelp! read more

I agree with all. This place sucks, There is a better wireless store on Glenoaks called Wireless toys. These guys were more then accomodating. That freakin Cingular store has sooo much attitude and they are not willing to broker any kind of deals, There is one guy in there who thinks he is the Cell Gawd or something, And is more concerned about his Backstreet boy look. They are worst then a used car dealership. There are no deals to be made there. The Line is also rediculous.. read more

I have never been offended as I have experienced when I went into this AT&T store. Prior to the completion of my transaction and given that I shared I was a nurse, the rep assisting me mentioned if I qualify for a "first responders" discount. Upon her return, she asked if I worked in a facility where there is an ER. I said no. So she said I didn't qualify. Note to the store manager: Nurses play a diverse role in the community. Not only are they ER nurses, ICU nurses, Case Managers, School nurses, and I can go on and on... nurses no matter the area they work in, they are caregivers, educators, advocates and not to say the least are first responders in their areas of practice. For this specific store manager to come up with such a rule that an ER must exist in the workplace to consider as a nurse first responder just tells me he is unaware of what nurses are. Keep the discount. read more

Unprofessional. You don't laugh at your customers if they inquire about the new iPhone availability. Especially if those same people have a business account with Apple and just needed to get it at the ATT store for family. read more

This review is about the store, rest assured. I hate AT&T more than anything. I get my wifi through them, and it is the worst. If you can get service from anywhere else, LITERALLY anywhere else -- find a garbage can and see if you can get it to connect you to wifi -- you will have a better experience than if you try to set ANYthing up through AT&T and this San Fernando Blvd store. Trust me. I was scheduled to have AT&T installed this morning. At 9:51am I decided to call the store to see if they could give me an ETA of service installation. A girl answered after two rings and asked if I would please hold. I said yes. I "please hold"ed for 22 minutes before hanging up and redialing. I got a hold of another human who said she would look into my request and give me a call back (I prefer this to holding for 20+ minutes). She did in fact call back a couple times to give me updates. After the second call-back she said she was going to reach out to the service team and Michael, the in-store rep who helped me a week ago and promised that I would have wifi installed today, and then get back to me with what she found. She did not call back. So I called her instead, 40 minutes later. It went to her voicemail. I left her a voicemail. At 12:15pm I missed a call from Michael. He told me that the installation team went by my house this morning, but "for whatever reason" pushed back my installation to next Monday 1-3pm. He asked me to call him back and that if he didn't answer, he usually called back within 30 minutes. I called him immediately. Twice. The second time I left a voicemail. Thirty minutes later I had not heard back from him, so I drove TO THE STORE in hopes of speaking directly to a human being and actually maybe getting things figured out. I found Michael in there, who claimed that he never received my calls, or my voicemail. Seems like Michael should get a new phone. I hear Verizon's pretty good. I was offered no compensation, even though I was promised a particular service on a particular day (which I got in writing) and I missed an entire day of work waiting for the fulfillment of said empty promise. I wish I could give this store less than one star. I really do. And I generally try to find the goodness in everyone and everything. But AT&T has taught me that kindness gets you nowhere. Better to throw a fit, probably, if you want to be treated with the respect you want/deserve. AT&T, you have turned the employees of this store into a bunch of non-feeling unresponsive zombies. And I won't forget that. read more

The slowest service I have ever seen. And I see a lot of others have said the same. Maybe it's time to figure it out?? If I was the main one on the plan, I'd definitely be switching carriers. Ain't nobody have time to sit here and wait an hour to be helped. Ridiculous! And employees are just walking around when there's people to be helped. ‍ read more

Conveniently enough ((as with every step of the process I just went through)), AT&T offers no way to email this feedback to ANYONE ((accountability is something they are sorely lacking in)), so I've decided to post this everywhere I can for everyone to know to avoid this store and possibly company like the plague. On September 16th, I brought my boyfriend into the 350 N San Fernando Blvd, Burbank, CA 91502 store to add him to my account. We ordered new iPhones, dutifully signed up for whatever the flavor of the month they were pushing was ((this time it was AT&T Next)), and was told our phones would come in "7 - 10 days from now". Fast forward to October 4th, when I had heard nothing from anyone about our orders, and it had since been over two weeks. I called the store to see what was going on, since I had ordered it at that store. "There's nothing we can do here," I was told. "Track the tracking information from your email." "What email?" I replied. "Oh you didn't get an email? You should have gotten an email." "Well...I didn't." ::silence:: "I didn't get an email," I repeated. "Well yeah, I dunno then. You'll just have to keep waiting, I guess." He informed me the computer showed it was supposed to ship by October 6th at the latest. So when the 7th rolled around, and I still hadn't gotten an email, a phone call, or carrier pigeon, I called the store again. "We can't look that up here," she shortly replied. "Well no, you can," I said, "someone did it not three days ago." "Well, we're not SUPPOSED to," she curtly added. She refused to look it up, telling me I had to dial 611 on my phone because the only people who could help me were Customer Service. Again, I dutifully did as I was instructed, waited over 40 minutes for assistance, and had the woman on the other end of the line tell me "It hasn't shipped yet." "Yes I know," I replied, "This is my problem, when will it ship?" They told me they couldn't answer that, that only the store associates could. So, again, I dutifully physically went into this charming store to talk to someone in person. I put my name on some list like it was a busy restaurant ((never mind that there were 5 associates not helping a single customer, but I digress)), waited, and then was called by Mike. There's no other phrase for Mike than a condescending jerk. I was about halfway into the first sentence of explanation about what was going on before he blurted out "I can't help you with that either." "PLEASE tell me you're joking--" Again, before I even finished the thought he walked away to confirm with his coworker that they "couldn't do anything" so that they wouldn't have to work. Funnily enough, his coworker explained yes there is something you can do, and Mike was caught having to do something for his paycheck. Poor guy. We figured out together ((even though I had figured this out DAYS before, which was why I was there)) that my iPhone that I had ordered now almost a month ago hadn't shipped yet. "Yes, this is my problem," I explained yet again. "When will it ship." "We wouldn't know that," he snapped back. "Well it's been almost a month now, I was told 7 - 10 days". I mean let's get it straight, they told me 7-10 days to seal the deal, but they obviously lied. So of course good ol' Mike condescendingly explains to the idiot before him that "delivery times are never guaranteed" and "there is nothing in the written contract that promised a delivery date." Finally a manager, Ally, came over to ask what was going on. She listened, and wasn't condescending ((which was a breath of fresh air, but what isn't when the bar is set so low)), but shrugged and said she didn't know what to do. So since no one could offer any solution to the iPhone that had been missing for almost a month now, I said I'd like to cancel my orders, I'd like to cancel my new line, and I'd like to cancel my service. They all sighed with relief and began the process of canceling my account. ...WHAT? I'm not kidding, they happily began the process of canceling everything just so they didn't have to do actual work. As the thirty-plus minute process pressed on, I finally said "I gotta be honest, I think it's a little strange that you guys aren't doing anything to remedy the situation, you'd rather just cancel a paying customer." Ally replied "Well, I think it's weird that the iPhone hasn't showed up yet...I think there's a problem there." I replied "Then...shouldn't that be what you should be looking into instead of going through this cancellation?" to which she replied with a laugh "I mean...I wouldn't even know how to BEGIN to look into that." "If YOU don't know how to look into it," I replied, "How do you guys expect ME to?" She shrugged and kept her eyes glued to the iPad on which she was canceling my account. Not a single person I dealt with WANTED to help me, nay, could even TOLERATE helping me. Avoid this store, and avoid AT&T. I'm not giving them a dime of my money. And you shouldn't either. read more

The people at this store are incredibly unhelpful. My phone was bricked due to a software update, and their response was "not our problem". The manager is pugnacious and rude. She does NOTHING to help the customer, and seems proud of the fact. I will not be going back to this store, and will be contacting AT&T headquarters regarding the staff here. read more

Went in the store and dealt with Richard Pineda and had probably the best in store experience I've had. I try to avoid going into the store tooth and nail but this was actually a great experience I tried to order a phone online but was denied because not billing address didn't match my mailing. Then I called att they re submitted my order but for the same reason I was denied and then my account flagged for fraud. Anyway, Richard helped my wife and I get it all ironed out (it took about 5 hours) but what matters is he took the time to find the answers and solve the problem. We left home happy with two new phones. Never once did I feel like I was being sold things, he was just an overall nice guy and easy going. Don't bother with anyone else! read more

After 20 plus years with AT&T I find myself being forced to move to another simply because of poor customer service. Back in November I visited the Burbank store to purchase new iPhone 6S. The sales rep,Jennifer was very helpful and smooth. She offered us the mini iPad for $100 with purchase. I have two young daughters 10 &13 what the heck cheap enough. Sure why not. What Jennifer sneakily did not disclose the insurance and monthly like fee totaling over $17 month attached to each mini iPad ( wow) and a two year contract. We were not informed whatsoever!! We identified the issue today and I began calling them m, I received very little in help. We are paying over $300 per month for our service and been customers over 20 years and I experienced no customer satisfaction. Wow really? So ATT IS STEPPING OVER $$ TO SAVE PENNIES. I have a feeling a class action suit will be brought against ATT I truly believe Jennifer was trained to not disclose the fee knowing most customers will say ok and not fight them. Well I have money very educated and an attorney. Screw em let's put the gloves on and duke it out. Jennifer's manager, Debra, spoke with me and she basically was coy and rather smarmy. Lol! Really Debra? I assure you all, I'll not pay them any fees!! That I assure you!! My advice to Jennifer and Debra is learn class and white glove customer service and not be wise asses. My advice to all is look at your bills closely and if done wrong then switch and tell them to sue you for the fees. There are plenty of choices for cell service just as there many airlines to choose from. Folks ATT CAN THREATEN ME UNTIL THE COWS COME HOME!! I'll win! read more

I had a good experience at this store, I went in there to switch from Sprint to Cingular because most of my family and the people I talk to are on Cingular... this was only a month ago... The store experience was good, but this morning I woke up and my phone was off because I hadn't "paid my bill yet", but I had never received my first bill and it hasn't even been a month since I got the phone, so I was connected to Cingular, and I talked to the person, they said I owed $201 for my first month, so I'm like, okay, and I pay it, and she is then on this I owe $528 for the month of february... I'm like, huh!??? So my first 3 days was $201, and the month of February, well, that was $528 because I went over my minutes... wow, what a way to start off with this new company, I miss sprint SOOOOOOOOO much right now. However, the guy at the store was nice. read more

Pretty big AT&T store with lots of new and older phones for customers to play around with. The employees were very helpful in answering our questions but I think that was because there weren't very many people there and the workers were kind of standing around waiting to do something lol. But we did learn a lot about upgrading and the new LG and Samsung phones! read more

Oh good lord does this shop need more staff. Or a better streamlining of their processes. Every time I go in, it's at least a 15 - 20 minute wait. It was an hour when I first went in to establish service. I recently had to buy a new phone, and Jason, you're a cool guy, but you don't know your phones. I went in wanting a phone with EDGE "high speed" data support. I already had a service plan, so I knew I was going to pay the higher premium rate for the phone. I had a short list of three phones I'd consider, but asked the salesman Jason which he recommended... Jason recommend a phone that was the same price as the cheapest on my list, but he claimed had all the same features (including EDGE) and better reception due to it's loop-style antenna. And besides, the Sony-Ericson model was "just a better phone all around". OK, I believed him, and bought the phone. That evening I discovered just how bad the reception is... because of the loop-style antenna, your hand covers the antenna when you talk on the phone; thus making the signal vary wildly in my apartment (something that hasn't happened before with other phones). A bit of research the next day and I discovered that the phone did not, in fact, support EDGE... only GPRS. So back to this store I went... again... and had to wait... again. I was able to exchange the phone I wanted quickly and without hassle when I got to speak to an agent, but, I really do try to avoid this shop whenever I can. read more

Just had a horrible experience with this store, which is really an AT&T store. They have a manager that is nowhere near manager material. Ally is rude, arrogant and no way in hell she should be a manager of an AT&T store, let alone any other type of store! I went in wanting to give them my business and all they did was put up obstacles. I couldn't believe it, like if they had a quota to discourage customers from signing up. What a horrible experience!!!! read more

I had such a great experience here! After driving around 3+ hours looking for the iPhone 6, this location had a couple left in stock! Courtney was the best sales associate, very helpful and kind. Although there was still a line before us, she assured us we would leave with the new phone in hand! That, we did! Very friendly staff, fairly large store and they have a lot of merchandise for purchase. I would drive out of my way to see Courtney at this ATT if I needed future assistance, she was seriously a great sales associate. Would recommend! read more

Worst place ever!!!!!!!!!! So we checked in with the most unwelcoming person ever who barely looked up as he "checked" us in. There were people and two working???? Associates watching a laker game as we sat on the bench waiting. The associates talked and watched tv as we sat there thinking "maybe they're on break?" About five minutes later the same guy watching tv turns around and asks if we've been helped.... Unmmmm what's the point of signing in having your name on a board if employees never look at it. Complete disorganization.... Get a system and train employees to follow it. I'll be visiting another AT&T store next time. read more

My boyfriend and I stopped by today to update our phones. We were greeted by Vanessa, she seemed nice at first, we sat down and it was down hill from there, she wasn't able to answer any of our questions, she said we weren't eligible for an upgrade. But couldn't give us a reason. Upset and confused we left. The highlight of the story: I came home, logged on to my account and SURPRISE!! I am eligible for and upgrade!!! I just ordered my IPhone 6 online Without having to pay a fee. So thank you Vannessa for providing me with the worse customer service. read more

The customer service is nice and polite. But it seems like they have been instructed to intentionally rip you off. I was charged $18/mo for equipment fees for the phone I bought from a third party. And on top of that they counted my basic line as a Data line so $10/mo more on that too. Not that they'll get away with that but still it's more work on my behalf. I also regret getting u-verse since I'm still waiting for my $10/mo discount I was supposed to get when combining bills. So they either lied to me or they don't know how to do their job. Update: This is an update to my last review. I regret to say that I'm even more disappointed with AT&T service and this store in particular. First because I'm noticing more mistakes in my account info each day. They even got my name wrong on the bill and the promotion card. Second, my U-Verse bill is doubled for some reason which requires another long session with customer service. At this point I wish I hadn't switched to At&t since the whole experience has been a rip off and a pain to put it lightly. read more

Just got my first cell phone. The salesman at the Burbank location told me the plan I purchased was unlimited phone and Internet. Now I'm getting messages that I have used most of my data and there will be a charge if I exceed it. My password would not work. I went up to the store and he told me I'd have to find the guy who sold me the plan that he had no idea what I was talking about. I called AT&T and they were very apologetic and spent forty five minutes resetting the information and telling me what plan I had actually purchased. The two friends (who accompanied me to purchase the plan) are in disbelief also. read more

This particular office is not so bad, employees are very helpful, but always busy with someone who came to spend more money on the accessories or bundles. The negative experience that I had with AT&T it's just impossible. I connected the service in 2014 and one year after I moved to another area where the signal wasn't literally existing. I called the office and asked if its possible to boost it somehow. The rep offered me to "connect to the wi-FI". Yeah right, when I pay $180 for the "high quality 4g network". Then I asked to discontinue the service and the rep said that they're gonna send me the final bill to my new address. I've never received it and called back again. Representative didn't change my address on the new one and I asked them to do so AGAIN. After one month I received the bill from the collections, with my final balance of course. ATT DIDNT DO ANYTHING TO SAVE ME AS A CLIENT AND DIDNT EVEN SEND THE BILL PROPERLY, leading me towards the collections. I paid it off and wanted to forget about this nightmare, but now ANOTHER collecting agency called me and said that I have to pay the same balance!!! The worst company who treats their clients worse that anyone but Sprint (those fellas are exceptional in the bad way). Try to avoid dealing with them and don't even think about having any business out there read more

I'm giving this place 5 stars because of the wonderful women that helped me! Courtney was professional, amazing and gave me 10 star customer service ! Thank you so much for all your help and sweetness ! read more

We had the best experience at this store! We switched our phones to AT&T and the service here couldn't have been better! Brandon and the manager handled everything and it all went smoothly. Thank you! read more