Tired of making an appointment 2x at the San Fernando store after arriving on time to find that the place is closed, I went to this place AGAIN. The first time I was here the clerk told me that I could not block a number and I could not transfer my numbers, - I figured out how on my own, thanks! Then I arrive today, a month later with the phone I received a month ago that does not work, and I was treated rudely, ignored, and all of the clerks obviously did not want to deal with me. I am a retired English teacher from a private college prep high school, and this guy was using all manner of new techno slang and would roll his eyes when I asked him what it meant, as if I were a moron. My bill is paid in a timely manner, yet I am treated as a dead beat. Why bother with AT&T? Hire someone who cares about customer service. This is why SCOTUS broke up Ma Bell 40 years ago. Crappy service in a monopoly, yet this place needs to know there is competition out there. read more

This store is hit or miss for me but I go because it's the closest AT&T store near me. I've had good experiences and I've had bad ones. This morning, I had a generally negative experience. I don't remember the team members name but he had long hair and was light-skinned. Forgive me on this. I went in thinking I would have someone enthusiastic but the complete opposite. I told him that I just bought an iPad Pro and I wanted to set it up so I could make and receive calls. He mentions that it's not something that my iPad can do. I was a little shocked because I didn't believe him when he said it wasn't something that I couldn't do. I was completely taken aback by what he was saying as I knew there was some setting on the phone or iPad that could've been changed/switched in order to make and receive calls on my iPad. I was texting my cousin at the same time (who had a different carrier) and was telling me something completely different. I had my doubts. I asked him again if he was sure because that's one of the main reasons why I got the iPad with cellular service on top of the other cool things it can do. He mentioned that iPads weren't able to do phone calls - only cellphones, which I know iPads are not complete iPhones. So I told him that I may end up cancelling my iPad line because of this, and he mentioned the tools I'd need to cancel the line. I left the store after. Here's my issue - instead of being so quick to give me what I need to cancel my line, how about helping me see if this is something that the iPad could do, any other option I have, or figuring out a way to make the customer (i.e., me) feel like it was a complete mistake purchasing the iPad....he put in absolutely ZERO initiative. I had to get help from the T-Mobile down the street and call Apple for support to help me with the issues. It turns out that you can receive calls on the iPad but you just have to be on Wi-Fi with the help of changing a few settings on my phone and iPad. He couldn't even take the time to walk me through this or tell me about this option that was available to me. All he did was tell me "No, you can't do that. The iPad isn't able to do this feature for which you're asking about." If he didn't know, that's different but it felt like he wanted to do the bare minimum. Hopefully this man wasn't the manager.... I won't let this one employee stop me from coming to my neighborhood AT&T - I just will decline any help from him. I've had great encounters with employees from this store but this one time could've been so better. read more

Lost my phone at target fighting for toilet paper, thanks coronavirus. But a real thank you to the manager Adriana that made the process of getting a new one very enjoyable! I normally hate coming into the store but I will definitely be coming more often! Her knowledge, friendliness and attention to detail were unmatched. read more

I needed to transfer my parents phone numbers from T mobile to my account which is AT&T Was on the phone for past 12 days and hours everyday and they couldn't really help me So I decided to go to this store and an angel name Gayane saved the day and did everything for almost 2 hours to make sure everything is DONE and I won't to need to be stressed and deal with this pr And on the top of that she helped me to get new phones under promotion with minimum cost Highly recommend this store and specialty Gayane Thank you very much Gayane read more

We arrived to the store at 7pm (store hours are 10am - 8pm). We tried opening the main door and it was locked which we thought was strange since we had just seen an employee walking around inside. We stood by the main doors so that the employee could see us and unlock the doors. He sees us outside and walks into the staff room. I decided to call the store to talk to a store representative (obviously someone was there). I called about 5 times and no answer. I also saw the employee walk out multiple times and look towards the doors and walk back into the staff room. I don't understand why the employee had locked an hour before closing and not have the courtesy to answer the phone and tell us he had closed. Very unprofessional and whoever closed 12/8 needs to be reprimanded for being unresponsive and irresponsible. read more

Run, don't walk away! I returned to take advantage of a deal I was offered by Carla only to find out she was fired for committing fraud. She offered me something I don't even qualify for! If the manager is commiting fraud, who knows how high this goes! Thankfully I had someone tell me what I could qualify for and after some research, they were telling the truth. Seems like good employees with bad managers. Look up deals online if they are offered before signing up for anything here, especially with the "managers". I wonder how many people have been ripped off by Carla and have no idea. read more

I cannot praise enough the service I had from Ish, in this store. I had to visit twice, because I couldn't find my password info, but he was so patient, and the great news is that he helped me FIND my lost iphone, and he did it so quickly. He located where the phone was, and then when I got back to the property, he activated the alarm on it so I was able to find it. It was in a horse field.....! So yes, this was very impressive. Ish was so knowledgeable and patient, he is a hero. Everyone in the store was super nice. I am eternally grateful! read more

Horrible experience. I want to send my old iPad to my 78-year old mother so she can easily FaceTime and call us. I already have an extra line on my account, so I brought my old iPad into the store, put my name on the list, and waited outside in 100 degree weather for 30-minutes before seeing a representative. Started out very pleasant as we discussed the impact of rapidly changing technology on little old ladies. I explained I need a SIM card for my old iPad because it used to belong to my son, and I had it taken out so he could only use wifi. She left for a bit to get a new SIM card, then returned with a marketing survey for me to fill out. She said they won't give me a new SIM card without filling out the marketing survey. What? I've had a business account with ATT for over 11 years, have multiple lines and devices, and even use their internet service. I need to fill out a marketing survey and pay $5.00 for one of the numbers I already own to be switched to a different device? I refused. Walked out. Went to the ATT store at 4444 Lankershim Blvd. and got it changed in less than 5 minutes. No charge of course. This store makes me want to change providers and, like I mentioned above, I've been a loyal business account for over 11 years! read more

My family has been a customer of AT&T for 20 years. A worker by the name Ruby guaranteed my father a $300 rebate to upgrade his Samsung phone for Father's Day. When we came back to turn in his old phone, another worker quoted us for $35 only. Seems like this location can use better training and better management to make sure customers are satisfied. The manager wasn't available and doesn't have a company card so we can contact him. What a disgrace to the company name that's supposed to value customers and their satisfaction. read more

Godawful service! Went in to take advantage of the new iPhone promo and ended up going down the street to T-Mobile to switch companies. Sales people are extremely unpleasant and seem to not care whether you stay or go. read more

Been an att customer for a long time ... I came in 30 min before closing and got "helped" by Victor . Right away I could tell he did not want to help me out,seemed like he was in a rush and so quick to dismiss me and tell me to come back tommorow for a simple upgrade. read more

STOP! Beware! Before you buy here att burbank San fernando. They sounds like a car salesman. They will switch you to a higher payment and sell you accessories. If you say no then a SECOND FACE will try again. They did not even explain my plan and ask you to sign here sign there. My son did drop off the trade in phones and one of them is his and they did not honor it because he not the account holder but one of the new phone and trade in is his and he was there the day we got the new phone. I called att customer service and they said they should take them without the account holder. Same in you att burbank. It's not time for the bate and switch and all the hustle. We are still in economic crisis and people can't afford to exceed their budget. read more

ATROCIOUS R.UD.E. worthy of 1/98th of 1 .02%BELOW one star ... four days ago on-line PRE-Booked their 10a.m. FIRST Appointment ! In their first 8 minutes , highly INEPT female "worker" stopped \ interrupted my.Mr Ish.tech to CEASE my "TWELVE YEARS' Established cash - paying Client" reality and double.team some slouch who.had.NO.app't walked in as_tho_Entitled to ruin my PRE-Arranged eqpmt_servicing needs ! ! ! Needless to clarify , I scooped up alllll my $.Cash.$ monies on their table and will NEVER , ab.SO.Lutely ever NEVER AGAIN spend any iota of time , monies , nor ."goodwill client referral" at Brb North San Fer alleged_service_store n.e.v.e.r. again !!! read more

The disaster that I had in this store with salesperson Matt has to rank as the all time worst retail experience I've ever had in my entire life. In the end I will lose over $2000 because Matt told my partner and I several key lies which encouraged us to sign up for a BOGO. I nearly decided to stick it out and stay with AT&T through the term of the phone payments but in the long term I'm actually going to come out even switching back to T-Mobile. AT&T's telephone customer service is the worst as well, which isn't necessarily related of this particular retail location. We went back just a few days later and tried to get out of the whole deal and a regional manager tried to help but refused to simply give us a refund. read more

When I was checking-in I was wondering why this place has such a low rating... 2 and half star for 51 reviews... Well now I know why!!! My husband and I have been having att for more than 4 years but our contracts have expired so we wanted to see what options they offer as far as family plans go. We walked in there and the greeters were busy chatting among themselves.... We walked through the whole store and walked back when all of a sudden a sales person (who was helping another customer) asked us if we needed any help... We said we wanted to sign in so he asked our name to be signed in... Eventhough he was nice enough to put us on the waiting list, but from other customer's point of view he gave an 'undivided attention' which was not professional at all....He should have asked the greeters to stop chatting among themselves and assist us instead!!! Anyhow, after 15 mins of waiting our name was called and the store manager whose name starts with an A came to help us... When I give poor rating, I don't like to give out full names of the employees involved.... After asking us why we are there, she started checking what options we have as far as upgrading and getting a family plan... When she was telling us different options, I don't think she fully understood what she was saying herself, since they didn't make sense at all... She keeps talking about the 'next' option but she wasn't fully explaining why that would be better than the option we have right now... After 5 mins of her talking she started writing stuff down saying that if we change plans, we have to pay for upgrading fee... I mean seriously?!!! Do these companies still charge an upgrading fee???!!! We were already fed up with her lack of professionalism and knowledge, but the last thing that she did was just unbelievable...she used a calculator to add $360+ $40.... I mean seriously?!!!! I will just leave it as that.... We just walked out and we are not going back to this store anymore.... Actually I doubt we gonna sign another 2 year contract with ATT at all anymore.... Att executives, maybe you should train your future managers on some basic MATH as well!!!! read more

I've been an At&T customer for over 10 years now. I prefer this location over the other AT&T stores because of the great service I get every time I come in here. Craig, one of the sales rep, is very knowledgeable and professional. I've upgraded my phone many times with Craig. I'm a loyal customer and Craig makes my experience with AT&T very pleasant. All the other sales reps are extremely helpful too. Someone is always there to greet you with a smile. My last visit, I pre-ordered the S4 on April 17. On April 26, I got a call from one of the sales rep saying that my order has arrived. Wow, that was prompt service. Next thing I know I was in and out of that store with the new Galaxy S4. I'm a satisfied happy customer. Another pleasant experience with AT&T. Can't complain. I am loving my new phone. Thanks AT&T! read more

I came to this store w/grandma since she needed to upgrade her phone and she can't do these things alone or online. My mom also wanted to get a new phone so she needed help too. All the phones my gran and mom were interested in were out of stock at this location. The sales guy assigned to us made it very apparent how frustrated he was that these phones were not in stock, that there were 2 more customers waiting to be helped by him specifically, and he was over 30 minutes late to his lunch break. Not only was this unprofessional, but it made us feel uncomfortable as if we were "taking up" his time by wanting to add a lot to our plan; which should be a good thing right? Bottom line: NOT MY PROBLEM!! GET IT TOGETHER!! My mom ended up not getting a phone. My gran got some pay as you go phone which worked out because it saved her upgrade on the account. Sales guy also explained that since we've had a home phone line w/ATT for quite some time, he could cut our bill in half from $20/mo to $10/mo for that line. This seemed like a red flag for me so I politely double-checked w/him that this was no gimmick. I trusted him. A week later, our orig. home phone # isn't working. Turns out, the router we took home replaced the old phone line and essentially created a NEW home phone #. Since we were not interested in changing the #, my gran took the router back to the ATT store, and asked the same sales guy who helped us to cancel whatever he did. So he did. When our next bill came weeks later, we were charged for this extra phone line that had been canceled. So my gran and I went back to the ATT store, and asked for the same guy to get the refund. At this point, I wasn't even frustrated. But then: Sales guy obviously remembered who we were and he is just straight up being an asshole to us. He immediately tells us he canceled that phone line and asked why we were still bothering him about it. I had already explained twice we just wanted to get a refund for the charge on our bill (not the entire bill) but he either wasn't listening or just didn't understand. It wasn't until I became a little firm with him did he get it and he immediately refunded the charge +tax. I also found out while we were waiting for him to help us that the router situation could've worked out because ATT can port an old home phone # over so that you don't lose the #. This was never told to us before or as we were canceling this service. I'm upset for many reasons. First, ATT needs to train their employees so they know the ins and outs of the products and services offered in the store. Second, they need adequate managers/district managers to monitor the performance of these employees. The manager at this store was probably WORSE in his attitude than the sales guy. Last, if ATT can't keep their stores stocked w/product they heavily advertise, either increase your stock hold or decrease the amount of stores you have. I will not return to this ATT store no matter what. In fact, I think we are better off getting service by the best buy mobile dept @ Best Buy vs. any ATT store. It's a shame when you've been customers w/ATT for over 20 years and you cannot get honest and straight-forward service. Please avoid this store at all costs. read more

They will not acknowledge a customer because they are busy talking to each other. Three people helping one customer is very efficient. Should be paid based on customer service they provide. read more

The Service: Wait time 10 minutes for walk-in. The associate, Brandon, took care my issue in less than 10 minutes (changing service to a new phone). There are at least 8 associates helping customers. With the complexity of the smartphone nowadays, it takes longer time helping each customer. Overall, the service is excellent and efficient!! The Parking: many parking structure nearby (free) read more

Run, don't walk away from this example of everything that is wrong with AT&T!!! A simple upgrade should have taken no time at all & been inexpensive due to a previously arranged trade in at the same store a week before. After a 40 minute wait, Matthew was incredibly unhelpful, unfriendly & overly condescending. He was more interested in chatting up his coworker than looking after his customer. After staring at his monitor for an age with a ridiculous amount of clicking on his keyboard... he let me know that they could not offer the previous price due to a hairline crack in the screen, fully disclosed upon arrival and known by the previous customer service specialist! To add insult to injury, I left my ID at the store as I walked out quite frustrated... I returned 36 hours later to retrieve my ID and somehow Matthew has lost it, in the store, are you kidding me!?! Thank goodness I went to a different AT&T store (6000 Lankershim) yesterday and was treated with respect by Rod, a real customer service specialist! Upgraded my phone quickly & at the price offered online, he changed my service to save me a lot of $$ a month and then went above & beyond to point out some other offers to give me even greater savings! Customer for life, bring the fam by for upgrades next weekend! Cheers Rod read more

Recently bought an IPhone 12 Pro Max, and had the phone transfer all of my data, but I was unable to activate the cellular on my new phone. Visited AT&T and Natan was able to help set up my phone with a new SIM card free of charge. Very quick and smooth process and very professional. Really appreciated his help! I'm also a Healthcare Worker and appreciated the way the store is following guidelines to prevent COVID from spreading. Great job guys! read more

Sooooo... I walk in and get greeted by a friendly employee... So far so good.. I ask if they have any IPhone 6 plus in 128GB in stock....she said she would put my name on the list for someone to help me... So I naturally assume there in stock....my assumption so I guess my fault... After about 8 mins... I get called by sales rep and I inform him of the phone I want size and color and we proceed to start getting my information So at this point after telling two people of what I'm looking for...I should be confident that it's in stock. You all know where this is going... Ran infio check eligible check .... Ohh let me go check Stock.... Ummm yea no 128GB plus in stock all colors sold out... So what was the point of asking what I wanted if it wasn't in stick was I gonna say ohhh let me take an Samsung or LG or some other android phone.....nope Would of been beneficial and saved birth our time just to say sorry out of stock.. Then we would of both earn on our way.... Should stick to Apple Store at least there they ask in advance to see if it's in stock so you don't wait.. They were courteous and friendly ...and one girl had a nice booty....that's y the bump from 1 to 2 stars.... Nice view while waiting.... FYI if it's not in stock just say so up front read more

Michael was great. The voi really mail on my new phone would not work, tech support could not help,, but Michael fixed ot within minutes. Bravo. Plus, I was very confused by my first bill, and Michael explained it in simple terms and showed me how it simply added two months together for the first billing cycle. Bravo again read more

If you want the life to drain out of you this is the place. When I walked in there were 3 customer service reps working with customers. I placed my name on the waiting list. I walked out 40 minutes later not having seen a rep. They seemed to move in 1/2 speed in everything I watched them do. There seemed to be no concern about having customers wait. When I left the queue was 6 people long. I hope they provide beds for those people. I went to the kiosk in the mall and they were great. read more

Do not go to the retail store. I'm sure there are some good employees doing the best they can but they admit the wait estimate is exactly that, an estimate, meaning they'll make you wait as long as they want. I came for a simple return. Was told 25 min wait. I'm writing this while still waiting. It's been an hour. There is currently one customer in the store and two employees. The second employee is only a greeter, so essentially there's one employee. Just do your business online. This is not worth the wait. read more

Worse retail establishment I have ever been in. Employees are lost caution take 2-3 hires to buy a phone and be prepared for a tv pitch even when yout specifically say toy don't want one. Stay away read more

Do you guys read the reviews on here? You should. Let people know how long your wait is gonna be. Let people know how long each transaction takes. I shouldn't overhear you telling another client that each transaction takes at least 45 minutes. Because I've been next in line for 55 minutes. This place is a joke read more

Was running late to my job and locked out of my phone in the morning. It was the fastest process in and out and they switched the SIM card free of charge. Life savers! Thank you read more

Go to another store. First all I walked in to do an online pick up and I still had to wait 15 minutes. There were 5 associates working and I got the gem. I got the one and only person who hates her job here. I informed her that I got the email to pick up my phone and according to her that it was not set up correctly. Not sure on ATT practice but it seems to be odd when they send you a email That it's ready but it wasn't. I had to go Through the manual process which took another 20 minutes. Overall thank you Jessica for being the rudest associate that hates her job and being around people. My suggestion is to find a job where you're not around people cause your personal skills need work. read more

I came into the store because I had some unfinished business to attend to after ordering my iPhone 12 Mac Pro. The sales associate Matthew F was very helpful and easy to deal with. He handled everything. Didn't have to worry about anything. Burbank AT&T comes through again! read more

Marco was so helpful and kind today. I went in stressed out but he helped fix the situation so quickly! I know there are longer processing times right now but he did everything quickly and efficiently. Thank you so much Marco! I'm asking for him in the future. I've been a customer for over 10 years and this was the best service I've had. read more

Thank God for Michael! I have been dealing with some serious text issues with my S10+ for the past couple of weeks. Tried to figure it out on my own by searching the net and trying some of the suggestions. Nope. Spent an hour on the phone with AT&T yesterday and did all sorts of troubleshooting. The rep ended up telling me to call Samsung. Walked into the AT&T store in Burbank during the lunch hour (I was afraid I might have to wait) and Michael asked how he could help. I explained the craziness with my text messages issue; he said he knew what to do, slipped on his gloves and went to work. Within 15 minutes, my issue was resolved and I was extremely grateful. Service was spot on and it was great to get someone who knew how to get to the root of the problem. I will say, it was nice to see that they were well staffed during the lunch hour. I counted about five reps total, who were all helping clients. No huge line here, thankfully. Five stars for Michael for the great service! read more

We had a great experience at the AT&T store. Nathan was very thorough and patient when it came to helping us with our purchase. Even though the store closed at 8pm he stayed after patiently to help us with our phone transfer. read more

DO NOT COME TO THIS STORE!!! This is the slowest phone store I have been too. I have come here twice and both times they have been extremely slow. It could be due to a lot of things. One can be is they don't have enough employees in shift. My guest is as good as your but just a warning that this store is very very SLO in working with you. read more

This store can be good or bad depending entirely on who comes to assist you. The manager is helpful. Some of the staff are professional and extremely knowledgeable and can be recommended - thank you Ish! But others no. My wife had a bad experience with a slow and inadequate staff member, Matt, who failed to understand customer after customer, refused a return for no reason that was readily granted by the manager, and disappeared from the floor for frustratingly long periods, wasting customers time. They can do better. Hope you are lucky with who helps you. read more

I just love the professionalism and help than Nathan gave me. Superb service. I came in just wanted an upgrade but he told me all the things that helped me to save money. Thank you, Nathan read more

I visited late morning on March 14th and received substandard customer service. I walked in and a tall gentleman with long hair and glasses, who didn't even introduce himself, helped me out. I came in to get a new iPhone. After he tried to sell me a couple of other services, I began asking questions about the iPhone. He just pointed where the displayed iPhones were. I began asking questions about the different models and he really didn't want to explain anything. As if he was unwillingly at work. When I told him I was going to the Apple store, he informed that they were closed and that "AT&T decided to put them on the front lines." I decided that leaving the store and going elsewhere was better than dealing with a germaphobe representative that was willing to get paid, but not willing to be helpful. read more

Bought an iPhone 11 and they recommended to get the AT&T screen protector for only $40, and they would replace it for $7 if it cracked or anything. I thought it was a great deal. Up until I needed a new screen protector and they said they didn't have anymore for the iPhone 11. Literally the newest iPhone. Ridiculous! So I wait another two weeks and come back, and they still didn't have any more in stock! The lady said they get stock in but that they have no idea what comes in. So what, is inventory just random?! Then I asked can I order it in and she said she could but I would have to pay the full price for it because they can't scan the discount. Why would I pay for a screen replacement plan if they never have any in stock and they don't know what inventory they are getting. Never coming back to this place. read more

I had the smoothest experience ever at this AT&T store. Added a new line, bought a few items. The person who helped me, Marco was very helpful and knowledgeable. Very please with this store. read more

Christina was fabulous and very helpful! Enjoyed the experience as much as someone can handling a line transfer. :)