I was having problems porting my phone number from Sprint to AT&T and had exhausted all the online support options. Alejandra took charge of the situation and, while it took nearly 45 minutes, got everything taken care of. I came in a bit frustrated and left happy. She was great to work with. read more

This review is for AT&T phone and internet services. Recently I received a notice saying my account was past due. I pulled it online and the due date was not even until 3 days in the future. I looked at my copies of payments and amounts due for the previous month and I had paid the full balance off the day before it was due. The payment date reflected that date. These copies were screen captures and PDF's taken from real-time account information on their website. This was not information delayed by mail coming in or going out. I called AT&T and one of the first things they asked was whether I wanted to receive sales info. I said no. Eventually they concluded I was billed for changes in sales tax that never had been reflected in their billing total. So they just tagged it past due when they never increased my bill total for me to pay it. Then the guy proceeded to pitch their U-Verse. I had said no to sales info. He went on and on. I am paying more now than what U-Verse would be and I asked him why he was trying to get me to switch over when AT&T would be making less money. He just said they were running a campaign. I said I would have to take time to consider everything and I was not going to make a decision immediately. I said I'd call back if I decided to go with U-Verse. He wanted to call me back. I explained I have no reliable hours to pin down. I was not going to give him my cell number. I agreed to have him call the following Monday. I did not have to answer the phone if he called. He never called. However, my internet service has been unreliable since. I don't know if they have the ability to deliberately disrupt your service or not. Years ago I knew a guy who worked at a local television station. Sometimes for kicks they would gradually lower the volume late at night. Then after viewers had time to adjust their television sets increasing the volume, they would crank the station output back up so viewers would get a blast of volume all of a sudden. I suspect AT&T could, would and probably does screw with people this way. After pitching a "better" service it would fit right in making what I currently have worse as incentive to go with the better service option. A few years ago I upgraded from their lowest level DSL to the next level from there. I did not notice anything different. At one point I read that they only say "as much as..." speed but it is not a guarantee. Some tests indicated there was no consistent difference between their lowest and the next level up. You cannot go back once you move up. AT&T eventually eliminated that lowest level and the next one up became the lowest but I am paying the additional price increase for no improvement. I have looked around. There is nothing better around but everyone else is either the same lousy service or they cost a lot more and don't offer a land line. I need a land line. I rated it two stars instead of one because my land line has worked fine. read more

If I could give this place zero stars, I would. They lie straight to your face about what your insurance covers, but then again what phone sale representative ever tells the truth. Just beware that your $10/month insurance doesn't cover anything, and at the end of the day, you will be expected to pay between $50-$300 (depending on your phone, mine is an iPhone 7Plus) for repairs and replacements. I specifically asked my rep at this branch over and over again (knowing they usually are liars) whether there would be any co-pays if anything happened to my phone (I even walked him through a few scenarios to make my question extra, extra clear), the answer from him was a firm no. Now, almost 2-years since I bought the phone, I crack my screen and they want to charge me $50 to repair it. I am fortunate that $50 for me is nothing, but ultimately it is not about the money, it's about AT&T reps blatantly lying to their customers. read more

I've always had good luck at the Capitola AT&T store. They're a little slow, usually because of their computers more than staffing. Still, they're usually able to provide me with what I need and are very informative with questions. I can't say I'm ever "excited" to visit them...but when I have to, they're always good to me. read more

Once again AT&T Capitola provided me with an expert employee and wonderful attention. I don't know why I even bother to call AT&T when the store is so close to me and the service is exceptional! Even if they are packed with people, when it is your turn, they are devoted to attending to your needs. I also have to admit that I'm glad the phone services have competition. I went in displeased with my internet speed from my AT&T wireless, and not only did Kathy give me great advice, she was able to get me a deal. My internet speed has definitely improved and Kathy persevered in dealing with AT&T on the phone instead of me! read more

Excellent customer service! I needed to hook up my new phone, but was limited on time. I walked in and walked out and everything was super easy. Josh is a solid representative!! Thank you AT&T! read more

OMG - went to return a device that would be no problem to return. quote. end quote. Wasn't exactly a problem, other than waiting 35 minutes to see someone (on a wednesday at 4), and then it took the girl 20 minutes to do the transaction. God help us all trying to buy cell phones 10 years from now. WTF? read more

Yelp AT&T The sales assistants at AT&T Capitola wasted my time and money. I am visiting Santa Cruz from overseas and 2 days ago went to get a local SIM card. My original SIM card was not returned to me afterwards. I realized this later in the day and drove all the way back to Capitola to get it. The sales assistants could not find it and told me that they would call me if they did. This morning I received a message from David, who assisted me on Wednesday, telling me that he had it, and sent me a photo of it. I drove all the way to Capitola to collect my SIM card and when I got there David wasn't in and the store assistants couldn't find it. They kept me waiting in the store for half an hour while they claimed to be looking for it in the back room. When I return home to South Africa I will not be able to connect to the local network. Will have to undergo cost of getting a new card and spend unnecessary time at the local cell phone store, as a result of the poor communication and training of the AT&T sales assistants. read more

I went in today to buy the new iPhone 6S and everyone was so helpful. I was on the wait list and was helped less than 20 minutes. Natasia helped me and was so kind and answered every dumb question I had for her. She was very clear on what I would be paying and showed me how to do all the fancy things on my new phone. Thank you so much! read more

Everyone knows that AT&T is a customer service nightmare. But this place has proven to be an exception. I've been in twice to upgrade phones in the past month and each time the person who helped me was knowledgable and efficient. In fact, each time they found a new way to lower my bill. read more

Needed help with my wife's phone. After many years of phone store frustration, it's nice to get friendly competent service. Thanks Edgar.

David Anaya was great! We had an appointment and he was our service guy. Helped us troubleshoot all of the issues that we had on our phone and iPad. We would highly recommend David. read more

This place use to give great customer service!!! what the heck happened??? even coming in an hour before close we got good service.....no more..we recieved prompt service in getting us in the que..but waiting 30 minutes after that just to get a couple new phones is NOT what I call good customer service!!! we were so fed up waiting we left. got home called this branch and spoke to the assistant manager who couldn't do anything..apparently though 30 minutes is a usual average wait time..we will be buying phones online from now on. I would have put zero stars but yelp won't let me.. read more

I went into the store tonight and as soon as I walked in the manager, Michael, came over to me and asked what I needed help with. He then proceeded to tell me that there were a few people in front of me and that the wait time is going to be a little bit. When my turn was up, Michael helped me out. He had excellent costumer service and was very sociable! I have been using AT&T ever since I got a cellphone, these kinds of experiences reassure me that AT&T is the best and I would never want to part ways with them! Thank you so much for all your help, Michael! You were amazing! read more

My iPhone 6 battery died and with no parts in stock in SC I was heading to San Jose to get it repaired. In case I had to leave my phone I took an old AT&T phone to reactivate it for use in the interim. Walking into the store Monday 7/16, the person greeting me asked my reason for coming in and I said to get my sim card reactivated. After asking me to sit and wait for a representative, he came over and again asked the reason I came in. I again said it was to "reactive a sim card on an old phone to use while my iPhone was being repaired." He then directed me to "go over and pick out a new phone" while waiting for a representative. When I reiterated (again!) that I didn't want to buy a new phone, only reactive the sim card, he became condescending bordering on rude. He actually grabbed my old phone from my hand and said I had to buy a new sim card since the card was for single use only. Buying a new sim card would have been OK but he continued that if I didn't want to buy a sim card I could go over to Best Buy and buy a "cheap" phone to "keep me happy." I didn't stick around. I've been with AT&T since 1998 and it seems over the years good AT&T customer service is heading toward extinction. read more

THIS IS FOR AT&T OVERALL I have spent over 10 hours on the phone with AT&T trying to get my grandmas name off the bill and put into my name. Supposedly this was done on 5/25....boy was I wrong. I spent 3hours yesterday, was given different stories, and promised a call back this morning. It's now almost 10am.....I can't leave until I get this call, and all they offered me to help with the inconvenience is a $30 credit. I have been with Direct TV for 20 years and I love them but this crap with AT&T is ridiculous. I don't know what is wrong with customer service now a days but it seems like the past 2 month's have been nothing but crappie service on the phone from companies when my family is dealing with the death of two family members. If you are thinking about switching to AT&T I would honestly think again. I am seriously considering going to Dish and another phone/Internet provider because of this. read more

Thanks for telling me and item was in stock when it wasn't and wasting my time. Very unprofessional how they handled the situation also. I called in at around 2:45pm on a Sunday asking for the white Unite. The man on the phone Joseph or Joey or something with a "J" put me on hold to check. I was on hold for 10 minutes. I mean how long does it take to search something in your inventory especially how easy they make it for them with those iPads they all carry. I hung up after 11 minutes and seconds assuming it was busy. So I hung up and called again. And the same man answers. I told him I was the woman he has on hold about the white uniye( I stated again what device I was asking about) he responded fast " yeah we do!" My reply "okay great is it busy can I come by now." His reply "no not at all we literally only have one customer" at that point I was thinking to myself "why in the world did it take you 10 minutes to pull up a screen on your iPad." Not 10 minutes. So at this point it was around 2:55pm. I live literally 2 minutes walking distance for this att. And as I hung up the phone I went. Even the employee when I walked in said I was fast. When I got there unfortunately the employee went to get the device and it was out of stock. He came back and told me his manage had made a mistake and he would see what he could do. We waited another 10 minutes in the store before the employee, not even the manager comes out and tells us to drive to Watsonvlle, I think not. The manager did not even come out to apologize for wasting my time instead kept sending out his employees like his little messenger birds. Don't be A manager when you can't even satisfy your customers. I am very discouraged to stay with this company as this is not the first incident of unprofessionalism. Thankfully my contract ends in a week. Let's hope they can change my mind. read more

This is a review for the company at&t. After being overcharged and been given misinformation over the phone. I had to pay my bill even through it was their error in charging me for international call which my plan are for free. Had to pay the bill regardless and then wait for their next billing cycle. Hope they get it right next time. One can only hope. read more

I really really hate this store. The wait list system sucks. Always understaffed. Corporate crap store. Only two people working on a friday night i have been the next customer for half an hour.... really??? Get your act together att read more

My wife has a hearing problem and the doctor recommended an iphone app that would link her phone to her hearing aid. Only problem was that we needed to upgrade her iphone. Tried to call and make an appointment - 15 to 20 rings and no answer so we went to the store. We had already identified a phone they had on sale for $190. Waited about an hour for service. When they finally got around to us and found out that we simply wanted to replace an existing phone on an existing contract and not interested in a new $1000 phone or a new added $35 a month for life contract they told us that the $190 phone with $50 for this, $50 for that, $50 to activate, etc. was going to be about $350. When we questioned it they suggested that we go buy a phone somewhere else and handle it ourselves. This is how they treat a client who has been with ATT since 1994. I will be checking out new plans from Verizon, Boost and everyone else in this area. read more

Rude and unqualified employees. Very unpleasant experience. AT&T as a company sucks, but this office makes the things unacceptable.

Where do I start. I already did a 1 star review for the Watsonville store. I stopped going there all together. So in search of my new plan(because I absolutely hate AT&T) I went to Best Buy on 12/29 as they have a great selection of phones and plans to choose from. I chatted with the AT&T guy at BBuy and he said "yea, they suck but keep your original plan, I will grandfather you into a new two year unlimited plan. I said ok, the heck with it. His recommendation had merit and I went with it. So, keep in mind I have an Iphone3G, have had since 2009, 5 years without upgrading. ITS TIME! My phone is out of memory with just the OS. I picked the new Galaxy S4, we are on our way, WRONG. AT&T said I was not eligible for an upgrade until the Jan 6th, 2014, HUH!?! They said I had an unpaid balance. Weird, I just payed by bill last week. They said I had 3 disconnections of service this year (true) which I paid the fine and bill and continued my service. after 1 hour, the poor Bbuy employee was pissed, I was fed up, I walked out of BBuy without a phone. I walked into the AT&T store across the parking lot and waited for 30 min while the two reps helped customers. Oh man, one customer had a hold on her upgrade plan too! WHAT! I interrupted one of the reps to ask if there was a kiosk hidden somewhere so I can pay my current outstanding balance. He said I'd have to wait. I waited for him to tell me that I'm current and in the middle of my billing period and can't pay for upto date charges. GREAT. So why the hold? I asked then and there for them to cancel my account. "I can't do that here" said the rep. Huh?, aren't you AT&T and I'm in your store. "Yes, but you need to call 611" I left the store after all the customers heard what BS they are going to deal with. I was so happy that I could see in their faces they were skeptical doing business, I wished them all luck. In my car, on the phone with Denise at AT&T 611, I said I want to cancel....Why they ask....Because Best Buy has the phone I want for 49, you have it for 199., and you won't upgrade me today, so I'm done. She offers me immediately an upgrade and will UPS next day air out my phone to me. I say great let's do it(im real easy) But at $140, she only knocked off 60 bucks. I said that's not going to work. Why should I drop $140 to continue with you. Bye Bye, PLEASE CANCEL MY ACCOUNT. DONE WITH THEM ON 1/10/14 THANK GOD!!!!!!! -1 stars for AT&T read more

You call, they let you wait, you explain your story, they do not know and insist it is not so, you insist and eventually some supervisor comes online (unless they hang up on you), they apologize, promise the world, a month goes by, you call and go back to square one. One of the worst companies and a sad choice in a monopolistic world of overcharging cell phones services. A prime example for a dinosaur company that is clueless about customer service. read more

We were adding a friend to our existing plan and there were several complications! Josh was patient and was able to solve all our problems! We were very impressed with the customer service he provided! read more

Why bother coming to Capitola AT&T store, they don't greet you, they put people in front of you after they come in when you arrive first, then the wait is long. I left the store dissatisfied, I drove to Watsonville AT&T store and they have great service and they automatically put you in the list when a salesman is going to help you out, and there service fantastic. That's what you call a store with great service and customer satisfaction. read more

At&T Would be doing themselves a favor by closing the Capitola Mall location permanently, or at least starting over with a new staff. I have gone to this store twice only because it is the only true AT&T store around Santa Cruz. I left Verizon "GOD Bless its soul" because I wanted the snazzy Iphone. My Recent Experience at AT&T Capitola Mall STAY AWAY FROM AT ALL COSTS for your own sanity location. Three of my phones are do for upgrades and I love new gadgets. Went in told the guy what three phones I wanted and was talked out of the phone I wanted for myself. Purchased three phones and went on my way. Day 1, Mom's phone works perfect, grandmothers phone keeps going in and out of service, my phone can't hear what the person was saying low volume and choppy signal. Different locations by the way. Day 2, mom's phone works perfect, grandmothers phone seems fine after removing battery and restoring phone, my phone is on the way back to store. Day 3, mom perfect, grandma in and out of service, mine is going back to the store because when I did the software upgrade and the phone rebooted it now has a permanent line across the screen that is not suppose to be there. Day 4, still with me? Mom's perfect, grandmas in and out of service, mine fine until while on the phone it made a loud pop sound and then sounded like I blew a speaker. At this point I figure maybe that store just gets crap quality product not so much unlike its staff so I go to the hillsdale location in San Jose. The guy nice guy by the way opened up the box to my 3rd brand new phone and as it started to go through its boot sequence it froze, leaving him no other choice but to remove the battery. Like a dummy I left the store with that phone. It will be fine he said. Day 5 I think? Moms perfect, grandmas no signal, mine lags or freezes. All phones back in box and heading to the dreaded Capitola AT&T store for return. Now I am not sure what you would define restocking fee but mine is I bought something and didn't like it and you charge me. AT&T Capitola Mall store had the balls to charge me a restocking fee on all three phones. I went into the store expecting to pay restocking on my mom's but, my grandmothers and mine? Are you people as insane as you are ignorant? There defective!!! I think that the time, gas and miles I put into trying to resolve my phone problems went way above and beyond normal customer duties. So after AT&T Capitola Mall location rips me off for $105.00 I make sure all my cell phone plans are back to the original configuration which they assure me and I leave heading towards Verizon. Unfortunately I have until Sept to get out of my contracts with AT&T. Be assured on that day it will be three new Iphones from Verizon. Yes I have used their service before. I left for Iphone. Today I looked at my bill and my plans are all messed up I spent over a half an hour getting them back to how they are suppose to be. People at Verizon You would be doing yourself a favor if you would work with current AT&T customers on making it not so hard on leaving AT&T early. The cost of early cancelation and the purchase of new phones can be really expensive. Maybe something as simple as taking their cancelation fee and putting credit on their bill. You can afford that. I am a technician so please excuse any spelling or grammar errors. read more

It was a breath of fresh air after dealing with that horrible sales gall with the skimpy top on flaunting her self at her customers over at verizon donw town! I swithced to att since that girl scared me off. I am now happy with my att phone and service, and happy to see people who know how to dress proper for work read more

This is a corporate you would think the service would be top 5 stars. As soon as you walk in there is no one greeting you or offering assistance, I have been in to this store a few times and it's always the same terrible service. Don't come to this store they don't have sufficient customer friendly experience. read more