The ATT store at Burlingame was totally rude and and unhelpful lying to me about cancelling a data plan. They were useless and a waste of time. read more

I trade-in the phone on At&t's trade-in site, and the last step shows that I can drop the phone in the store.So I came to this At&t store closest to me. An employee named Brian Sanchez greeted me. I told him I didn't want to mail the phone, I wanted to return it to the store, and showed the page on my computer, I had three options, one of which was to return the phone to the nearest At&t store. When Brian learned of my intention, he told me that I had started the Trade-in program on the Internet and could not return the phone to the store. I said there is an option to return to the store on the website. He said unless I delete my Trade-in program and start over. I was puzzled but I could totally see his attitude that he didn't want to serve me. I asked him again that I can't return the phone to the store? He said yes, print the return label and mail it. Ridiculous, my intention is to return to the store! So I drove to the At&t store in San Mateo. Here, Tyler W received me very warmly, After looking at my computer and easily operated the shop Trade-in program for me through At&t's work Ipad. It only took 10 minutes. Immediately after that I called the Burlingame At&t store and asked Brian why he wasn't doing his job and he hung up on me three times! And refused to tell me his name! After I went back to their shop again, I got his name through his other colleagues! I just want to say Brian, I am ashamed of what you did today! Do you take customers for fools? You eclipsed the At&t Burlingame store in an instant! Such an employee also claims that he has been doing it for 15 years. Terrible! read more

The manager at this store did a bait and switch on a friend. He was very rude and unprofessional, and took advantage of someone who can't afford the extra charges he took off the trade in. His word is definitely not his bond. ATT should fire him if they want to keep their business going. I do not recommend even walking in the store. Buyer beware! read more

Jorge is great. He replaced my screen protectors on both my iPhone13 and IPhone 14Pro in a very professional manner and also did not charge me read more

I was dreading helping my parents upgrade their antiquated phones and phone plans, but the store manager (Trevor?) was terrific. He walked us through our options and really listened to their needs and didn't sell us on a bunch of crap we didn't need. Kudos and thank you! read more

Do not go anywhere else. Even if you have to do the process online, talk to them first. Brandon and the rest of the team are amazing! I have been an AT&T customer for over 10 years. This is the best customer experience I've had. + 0 wait at 12 noon on a Saturday. + I explained my goal and they walked me through the online process and follow up steps to get the best options out of my plan. I was in and out in less than 10 mins. The online process took less than 10 mins. I truly believe it's because they gave me explicit directions first. read more

Went to check out new phone and upgrade plan. The store associate who attended to us was incredibly rude. Made it seem like all our questions were stupid and he was being inconvenienced by answering them.I left the store without making any purchases. Gladly take my business to another store or try online read more

I'd select five stars entirely due to the service of Jade, the store manager. He was knowledgeable, professional and proactive, helping us in selecting equipment and understanding plans to make the best and least expensive options for our requirements. We observed another employee who was a far cry from Jade, somewhere between indifferent and antagonistic to her customers and with an approach that loudly communicated (both verbally and in her body language) that she was disinterested or worse, which obviously drags down the entire experience and is the reason I didn't select 5 stars overall. We decided to wait for Jade to become available because he was clearly customer-oriented where the other employee repeatedly demonstrated her incompetence. When we shared our observations with Jade we learned that he is the store manager, relatively new to the store but already keenly aware of the personnel issues and working hard to correct them. We watched him deal with these issues deftly and with a gentle hand that showed wisdom and sensitivity that was impressive, particularly for someone relatively young and new to the location. Without his help this would have likely been an angry rant, but Jade made all the difference. I'd gladly repeat the experience if given assurances that we'd have the pleasure of working with Jade. Otherwise, I'd be highly reluctant and would probably search for an alternative location or carrier. read more

Our visit to this AT&T Store on Primrose Avenue in Burlingame was an absolute nightmare due to the stunning rudeness and inappropriate behavior of the service rep (he was the oldest of the 3 people working so we assumed he was the manager; we went back in later to tell him that the Apple Store did what he should have done for us (contacting AT&T for an e-SIM) and he would not acknowledge our presence. So we asked another employee his name and we were told it was Rodrigo. AT&T should not have somebody like Rodrigo representing their company. We were sent to the AT&T Store by an Apple Store manager to ask for the digital e-sim transfer on our newly purchased iPhone 13 after there was a glitch in transferring data from our old iPhone to the new iPhone. It was explained that the e-sim would be better than the manual transfer of the physical SIM card and is what we preferred. As we were telling a young AT&T representative our request, Rodrigo interrupted and said that we just needed to exchange the physical SIM card. We told him to stop because that was not our request. He told us in no uncertain terms that neither we nor the Apple technician knew anything, and this was the only way to do it. We tried to explain our request several times but he just wouldn't listen. and proceeded to take the SIM card key out and begin the process. We told him to stop, give us the two phones back, and we would go back to the Apple Store. He proceeded to just take the physical SIM card out of the old phone and put it in the new phone as we were both basically shouting, "Stop, stop. We don't want that." He finished the manual transfer against our wishes and handed us the phone (which by the way, still did not solve the problem; the new phone still would not work). We expressed our dismay at his unbelievably unprofessional behavior, and he told us we were bad customers because we wouldn't listen to him. We went back to the Apple Store, explained our experience with the AT&T Store rep, and the Apple people proceeded to help us contact AT&T by phone and stayed with us while the very polite and patient AT&T representative on the phone guided us through the e-SIM process, which was successful. The Apple people did for us what Rodrigo at the AT&T Store should have done for us. read more

Went to the store today after weeks of frustrating service trying to get my wife's phone plan connected correctly. Decided to cancel but guess what? You can't cancel your service at an AT&t store. You have to go online to do this. This is so ridiculous. If they can sell you the phone and the plan at the store, you should be a cancel at the store. I am so dissatisfied with AT&t I will never use them again.! Switched my wife over to metro PC for a total of $20 a month for unlimited everything. read more

Came in today asking about applying for a new contract so that I can get a better deal on a new iPhone. This Chinese guy said that it has been stopped a long time ago and we can only get a phone and pay the monthly fee over the course of 30 months. I told him that I got a phone 2 years ago by getting a new contract and didn't believe me. I called customer service right there and then and I was able to get it. They'll ship new phone within 4 days. I only paid $360 for an XR instead of paying $27 for 30 months. I can't believe this store is scamming me. ALL OF YOU WHO CAN READ THIS, PLS DONT GET SCAMMED. SAVE MONEY BY CALLING 611. IT IS THEIR CUSTOMER SERVICE NUMBER AND SAVE YOURSELF $400 PLUS TAX. This is my first time posting a review. I don't spend time on doing a review but it just enraged me of people not being honest on what they sell. read more

Had a little trouble connecting the iPhone (from out of town) with the AT&T Bolt device. Typed in the password as shown on the boat device but the iPhone refused to connect. Carlos was a life savior and solved the issue that was bugging us for a week, and which no one else could help us with. Did not have cash at hand to tip him so I turned to yelp to write this review instead:) read more

Talk about customer service , Brandon helped me and he went above and beyond and made sure we walked out of there happy! I will def be back! Plus he made the process of getting a new phone so much easier than calling customer service :) thank you read more

This store is HORRIBLE! Their Customer Service is the worst I personally have EVER experienced. I would give them 0 stars if I could! Breanna A. and Robert S. need to learn Customer Service skills. Especially Breanna, who is rude, and likes to place blame for her mistakes onto Customers, instead of taking responsibility. I will forever tell everyone I know that THIS location SUCKS! I wish I could get ahold of the Manager, but once again, Breanna won't give out that information. As someone who works in Customer Relations, I can tell you that THIS store is a failure for good Customer Service. I wish the Manager or Owner would contact me to help make this bad experience right so that we don't hate their store forever. read more

Trevor helped me with my phone activation today. He was helpful, informative, personable and all around awesome. Thank you!

Kendall (hope I didn't butcher the spelling), Trevor...they were awesome. Kendall took so much time to help me with getting my email back up after my employer removed the corporate exchange. Never felt like I was imposing, and worked on it until it was finished! 5Stars Plus for both of them. Michelle! Another 5star plus, plus! She has been soooo patient with my dad as we were getting him his first smart phone at the age of 80!! He went to the store numerous times to ask questions after the purchase, and she was still a great with him. You all are the best! Thank you!!! read more

They stayed open a few extra minutes to update my friends program after he had bought a new phone from the Apple store up the street. They did not rush as they took in all the information in what he was looking for and made suggestions based on what he wanted. It took only a few minutes to do and we were on our way to explore the rest of the area. read more

Breana was just absolutely wonderful !! She had the knowledge, answered all of our questions, helped me fix a storage problem, transferred all my data and had THE best customer service skills ever! I just kept thinking I was so lucky to have picked her store to get my new phone and that she was the one that helped us :) Thanks Breana!!!! read more

My husband and I had some issues with our AT&T U-verse installation so I called in to this location for help. Trevor answered and was more than happy to help us get everything sorted out even though it wasn't his fault to begin with. It took some time but he was very patient and extremely knowledgable. We were honestly about to just walk away from AT&T all together and find another provider but he was able to fix everything and made the process as smooth as possible. We have also worked with the other employees at this location and everyone has been extremely helpful. read more

Brandon is an AMAZING staff. Highly recommend him if your thinking about getting a new phone or adding a line. He went above & beyond for us , just for my dad to get his new phone. Long story short, Online orders got backed up to another month & boom brandon was able to make it happen for my dad to get it sooner. Even though I wasn't with my dad at the time he kept me in the loop via phone and text. I never had this experience with ATT before. Don't get me wrong everyone else is always great but brandon made this store 10 stars!!! I'm in the EastBay, if I have any question or concerns or even to purchase something , I know traveling to Burlingame will make it worth it knowing I'll be taken care of ! Good job Brandon & keep up the good work. Great customer service ! read more

HORRIBLE Customer Service! There were two sales associates when I walked in, and no one even said "hi" or anything. The guy was talking to another customer, and the woman looked and me and just turned around - how "welcoming"! I was patiently waiting, and they did not even recognized that I was there! It took me a while to realize I won't get any help here. They just kept ignoring me the whole time! Don't they get paid for HELPING customers??? read more

Why would you consider going to an authorized retailer if there is an AT&T corporate store nearby (Hillsdale or San Bruno)? I should have asked myself that. Bought a phone and wanted to exchange it. Went back to the store and was told by the manager, Trevor that they couldn't exchange it and that I would have to go to a corporate store. According to AT&T this is not true. Save yourself the hassle and visit a corporate store nearby. read more

The staff is very helpful and very easy to talk to. I've known them for years and I go to them for any problems I have. Great place with good energy! read more

Absolutely the most OUTSTANDING service and guidance by a cool and personable employee named CARLOS. This guy does it all ..including repairing my old phone issues and eventually when my phone was stolen he hooked me up with a new phone..handling the purchase with the utmost professionalism, Thanks also to Brianna who also handled a flow of store traffic in a timely and smooth manner. Thank you again guys for your assistance and help ! read more

I tried to get my personal phone configured using AT&T phone/online support but was unsuccessful. I was beginning to regret signing up for AT&T because I spent 45 minutes with support and it went nowhere. Due to the frustration I had with phone/online support I decided to walk into the AT&T store in my neighborhood. Best decision ever! I had an awesome experience and it only took 15 minutes! All my questions and concerns were addressed and it ended up being painless. Thank you Trevor for your incredible customer service! read more

The staff is amazing here!! Michelle you rock, and Trevor too. When you go to the store you know you will be taken care of, all your questions answered, and always with a smile and excellent service... way to go! read more

Horrible store. I am so upset that I went here out of convenience. I should have just gone to the real AT&T store in San Mateo. The staff here has no idea what they are doing. They have zero knowledge of the store's policy or of the products that they sell. I am not one to complain and I do not like leaving poor reviews, but beware of this store. The staff seems like they are just guessing when you ask them questions and when I tried to clarify what was happening, another store rep came over and was rude and hostile. I felt like I was being taken advantage of and that I was a burden for trying to figure out what they were charging me for. Avoid this place at all costs! read more

Was having issues at home on the AT&T website trying to set up my international passport for my trip out of the country. If you go to this location ask for Michelle! She was extremely helpful and got me set up real quick on everything I needed. It was refreshing to ask questions and get the correct answers right away. I will now only go to this store and of course will always ask for Michelle. read more

The girl Nia, super helpful, very pleasant! I bought an IPhone 7 from San Bruno location, which I have been going for years and screw up my service, but Nia fixed it. This is my new store now because of her. I will no longer go to San Bruno location. read more

There's only 1 representative available in the mornings and another rep comes in after 1pm... Very inconvenient... Michelle is accommodating though.. That's why I added another star otherwise it would've been a 2 read more

Last Sunday, I made a mistake when upgrading and activating my dad's new iPhone, leaving my mother unable to use hers. I needed new sim cards, so I called AT&T on Primrose Avenue and spoke with Michelle. She was WONDERFUL! We went to the store where she restored my mother's phone and activated my father's phone, and she was so kind and calm. She also helped us with a few other iPhone related things as well. I so appreciated her kindness, her calm, and her expertise. The next time we need to do anything with our phones, we will just go directly to AT&T on Primrose. Thank you again Michelle :) read more