WOW! OUR ATT EXPERIENCE WAS AS GOOD AS IT GETS! My wife and I, both senior citizens who are smart phone-illiterate, purchased new I-phones and an Ipad mini, which meant signing a 2 year contract and changing over from our previous Verizon service. The salesperson, Nicole Garcia and the assistant manager, Justin Gadde were so helpful, patient and instructive that we thought this could not possibly be happening in this day and age! I mean they spent hours with us to make sure that we got the best deal, exactly what we told them we wanted, and then training us to use the new apple equipment. Then after all that was done, the next day we decided we were not happy with the I-phone, nor the I-pad mini contract, nor the increased monthly cost of the overall contract. We felt so bad going back to the store and explaining that the I-phone was more complicated than we were comfortable with since all we needed was a simple phone to make calls with. We also explained that the extra cost of a 2 year contract for the I-pad mini in areas where there was no WiFi did not make sense for us even though we initially thought that it would. So when we went back to the store, Nicole and Justin assured us there was nothing to feel bad about , because there role was to make sure we were delighted with our service, equipment and contract--not to sell us anything we were not happy with. They then proceeded to change the I-phone for a simple phone, downgrade our monthly service contract to less minutes, and change our I-pad service to WiFi only--all of which saved us about $50.00 per month and the headaches of trying to use a smart-phone that we decided we didn't need, want or feel comfortable with, after all. All the above was a case of our "buyers' remorse," nothing more nothing less, even with all the patience and training we were given; what emerged however, were two new ATT customers who were "blown away" by the professionalism of Nicole Garcia and Justin Gadde. We left the store feeling literally proud to be ATT customers...it was that good an experience! As a physician and an executive, myself, I hope ATT has some type of recognition process, because Nicole and Justin deserve to be on a fast track for significant advancement, including training others to be as customer-friendly as they are! read more

Omg What is wrong with this place they try to not help you horrible service floor people

Customer service is terrible at this store. Wanted to pay my bill, so I went in to th store. No acknowledgment and willingness to assist. Finally someone just yelled from the back, "closed"! No letting me know that the store will be open the next day, no letting me know the hours, nobody bothered to ask if I needed help. Frustrating experience. read more

This is the worst place ever! The manager is rude and not friendly! I went in here to fix a problem that happen in Ladera Ranch store and even called before! He told me to come in and he wouldn't even help me! So I searched for the director of sales and found her email and emailed her. The next day my problem was solved! Imagine that???? Go FIGURE????? I love the Reps there, especially Erick and Joe, they're awesome!!!!!!!! read more

I love this store! From the moment I walked in I felt taken care of. This time Amata helped me. I needed to upgrade my crappy iPhone 4S. I never felt pressured into buying anything. In fact I felt Amata did a great job informing me on what would be best and what would save me money. The process was enjoyable. Thank you Amata!! read more

Thank you Giovani for all of your professionalism, patience, education and assistance with helping me get my phone and account working again. I had a very stressful situation happed, inconveniencing me of my business/life/etc and had no phone use for a day and a had didn't know what to do. I went to the nearest at&t store by my house and one girl greeted me kindly but was already working with another gentleman but Giovanni stepped right in (maybe it was the look of distress on my face). It's not until you loose access to your phone really you realize it has become your life. He helped reactivate it, explain what had happened which non of at&t's or apples fault but really upset me. I was grateful That I now had a working phone. Apparently someone had blacklisted it and reported it stolen and he advised that I call at&t and give them information that it had been blacklisted:reported stolen but I had it and wasn't and prove it was my phone, because it would probably be locked in a few hours again. During this conversation, I was very impressed by how patient, understanding, honest, not pushy or brushing me off because I wasn't there to buy something. I'm in sales, have a business and this is how you build trust actually and the customer feels heard and comfortable. I followed directions yet like he said it happened again. I went back, more upset, not at him just at the situation that someone had broken into my account and was causing all of this to happen. He personally took the time to call customer service, get my phone reactivated and has been working ever since. I told him I would be yelping about him and the experience because I believe in yelp and it's importance role because it's how I look up places and read reviews. I don't think he believed me but that doesn't matter. What matters is Giovanni is a great employee, will be VERY successful as his employment grows in any company because he knows how to read people, listen and solve the problem. Sales 101. Grateful and recommend this store as well because every time I go in to make a payment they always greet me, ask if I need assistance and make me feel comfortable. Have no problem giving them 5 stars! read more

Walked in....no one greeted...no sign in sheet.. After I walk around looking for a sign I sheet and sit down talking with another customer about no sign in sheet someone standing at kiosk next to me who I thought was a customer as well says someone will be around to sign you in...not welcome sorry for your wait...just that statement. About 10 min later someone came by didn't introduce himself just said I'm not a rep and can't sign into your acct but I can answer questions... And then let me know that although they sell the products they do absolutely nothing to help resolve any issues you might have. Wow....and I've been with you guys for 10 yrs or so......his answer...call Samsung. I think I will...and Verizon and t mobile....see if they have any answers for me....also the customer I was chatting with made and appt...and was waiting with her rep stopping to go take care of other customers...she wasn't happy either.... read more

Erick is amazing! He knows what he is doing, is quick and a great problem solver. He would make a great trainer...

The worst customer service I have ever had. :( The day after I purachsed my phone I went back into the store because it wasn't lettting me open my text messsages for some reason. When I gave my phone to the representative whos name was Adam and showed him the problem he looked at me and said, " theres nothing I can do, we dont fix phones at this location, we only sell them" ... WoW.... I didnt even know what to say. No attempt to fix it, work with me or any thing. I can say I left a sad young man and will never step foot into this branch again. read more

I called the ATT 1-800-331-0500 after 40 minutes calling them October 31, and another hour on the computer on their chat computer line to try and rectify the $157.65 bill for 28 hours of service. No one would help me. I was transferred 4 times and the Chat person also told me to call the above number (again) who would be able to help me. I saved the chats and phones were recorded. I spoke to Milton on October 31, for 40 minutes who assured my he canceled everything. The next day I received the $157.65 bill. I called again on November 1, and spoke to Estefania, who then transferred me to Laura, who then told me to call the above number to correct the bill. I then spoke to Courtney who said she was corporate and she would not give me a supervisors phone number and told be that I had to write a letter to a P.O. Box. I have been a good customer who consistently paid over $200.00 every month for over 10 years and no one would help me to adjust my bill to pay a fair amount. $157.65 for 1 line that was not canceled (they said) till 28 hours after my bill cycle came out. VERY UNFAIR - hours on the phone - I was transferred and given incorrect information. PLEASE stay away from ATT. They do not help you. They do not care to even try and help a past excellent customer. I was told by Courtney that no one would be able to help me and that she had to pay money when she discontinued her insurance. She said all companies do not pro-rate bills. This is not true - My bill cycle started 28 hours before they finally cancelled everything. This is the WORST company and a DISGRACE that no one will help me at least pay a fair amount for the 28 hours for (1) phone that was not disconnected. WORST CUSTOMER SERVICE. read more

So yesterday I dropped my iPhone in water - not good of course. Put it in a bag of rice but I had plugged it in to my computer and thought I fried it. Not having a lot of hope I went to this store to find out what my options would be if the rice trick didn't work. Kathy spent no less than an hour and a half with me, explaining all the possible options. Of course there was no cheap way out of my situation, but I really wanted to understand the options. It's very confusing and she was so patient with me. She even found out that because I'm employed at a certain place I can get a 25% discount on my bill. I have been thinking of getting an iPad and even though it is expensive I thought, well, maybe now was the time to bit the bullet. Which meant her explaining more options to me and me being confused some more. I didn't want to make a decision without thinking about it and talking to my other half, which was just fine with Kathy. Lo and behold, I got home and the rice trick had worked, my phone was just fine. I texted Kathy and assured her that when I can afford that iPad I have her card and will seek her out so she gets her commission. Her response? "That's great! Make sure you bring in your pay stub so I can give you that discount." Who ARE these people? Haven't had customer service like that in a long long time. Five stars, would give Kathy ten if I could. read more

Woefully understaffed. Absolutely ridiculous to have to sit and wait and wait and wait. It's been almost an hour. Take my advice- go elsewhere. read more

Att as a great staff in Dana point I only go to that store to have help or buy a phone. They are very knowledgeable of what they have. Maybe in the past people have had great service but they sure have shaped their customer service. Everyone's super friendly and always willing to help. I definitely recommend this store! read more

My husband was sold the new ATT TV system without fully researching it. The customer service person came to the house for installation. The first set of equipment he brought with him did not work. He had to come back the next day. We discovered after he left he had not set up all three tvs, only one, and that one did not get the channels he said it would get. I called the AT&T customer service general number. They had never heard of ATTTV. When I asked them to transfer me to the store, they hung up on me. There is no listing to call the store directly, so I had to go to the store again to find someone who knew what I was talking about. The person on duty said he could not help with the new system. When my installer finally came back to the store, I went to the store again as he did not answer his cell phone or return text messages. This was a Thursday. He was taking a long weekend and would not be able to help us until Monday afternoon. He has not showed up , returned my call or text. For some reason enough passwords were changed that we can no longer get email. We have been without communication for 4 days, and no offer to assist other than someone at the store telling us they would mail us a temporary password. It has not been received. read more

Been going for years..no issues...and they do take appointments (avoids most waits)...ask for Shane...expert and professional...handled all my and my wife's needs. .Thank You Shane!! read more

Great experience! Kyle was extremely helpful and friendly. I went in to make an exchange and also to ask about how to proceed with getting my daughter's phone fixed as something had become lodged in the connector. Kyle fixed the phone and we were on our way in under 15 minutes. read more

I went to what I thought was an AT&T store, but it turns out it was an 'authorized dealer'. When I showed up at the store in Dana Point, they explained that they are a corporate store and that the one I went to before was not. Needless to say, the dealer really screwed up my account and sold me on some things that I didn't need. The guy I dealt with at the corporate store was Mike. He carefully looked at my account and showed me on his computer what he was looking at. After a ton of questions, he was able to come up with a plan that was way better for me. He ended up saving me something like $40 or $50 a month off my bill! He explained everything that he was doing as he did it, and explained why. He made sure that I understood everything. He also called customer service for me and had some other issues straightened out for me. It took a while to do all this, but it was well worth it. I really felt like I was being taken care of by a real person who really cared. The Dana Point store is my new store from now on. read more

So bummed, signed up for Uverse with these guys because they promised me $300 in gift cards. Jumped through a million hoops to get it and only ended up getting $150. In addition, Uverse internet is so weak, they didn't tell us the internet wouldn't be good unless we have a phone line for it.... I want to go back to Cox so bad!!!! read more

Worst customer service ever!! Sent my daughter in to buy a new phone as hers was cracked, and i had to work. I gave her my password and social. She spoke to the manager and he said he would help her no problem. She just needed the password. She left to call me. When she went back in she was helped (if that's what you call it) by Katie. She said she wouldn't help her because if she used my info that was fraud. Not to mention she spoke loudly so the entire store could hear that the bill was past due. Another employee laughed. My daughter was humiliated and embarrassed. Is that what you call customer service? I called att immediately to complain they said I need to speak to the manager. Next step is to pay a cancellation fee for an account I've had over 14 years. That runs about 350 a month. If this is how they treat people they don't deserve my business. I can complain all I want to the manager but I'm sure it will fall on deaf ears. read more

I had my iphone stolen from my work place in San Juan Capistrano on Friday. I did my research on iCloud and found my phone at this AT&T store only a few hours after it had been stolen from me. I went to this AT&T yesterday and told them what had happened and wanted to know what I could do about this matter. Unfortunately, AT&T does not have a database that you can report stolen phones to so that no one can use them. This is extremely frustrating to me considering that other cell phone carries have this. However, all of the workers at this location were extremely helpful in finding my phone. They showed me the video of the store when I thought my phone was there. I picked out the guy that looked closest to the description of the one that stole my phone. Today, this same guy went back to the same store with my phone to have AT&T unlock it. They remembered me and this guy and seized my phone and contacted law enforcement. They then proceeded to call me at work (remembering where I told them I work) and let me know that they caught the guy and had my phone!!!! WOW that is some amazing customer service if you ask me. They went the extra mile to help me, and to that I am very thankful and impressed with every single employee at this store!!! THANK YOU DANA POINT AT&T EMPLOYEES read more

Well, at first this place seemed friendly and accommodating enough. But.. I purchased a phone on a Sunday for my daughter in San Francisco and was told by Katy it would be shipped to her on Monday by overnight delivery, to arrive Tuesday. Come Tuesday, no package, so I called the store and was told the inventory person who does the labels had been out for the last two days on a personal matter. Really! With all these so-called techies, no one can print a label? Next day the package still didn't go out because FedEx didn't come by. They don't know enough to call FedEx for a pickup? Finally on Thursday I call in the morning to talk to the Matt the manager, thinking I might actually get some help (incidentally, every time I called Katy was mysteriously unavailable, seems she has very a varied routine each day so her "lunch break" can occur just about anytime). Well, forget that. Yes, the package went out, all right, 3 day ground!!! So much for the overnight delivery. You'd think that after a four day delay the least they could do was send it overnight, especially since that had been the original agreement! Next time I'm just getting my stuff online. read more

Ive been to this store plenty of time and usually get the help i need and leave happy, but today went differently. I was planning on going in and buying the new $400 dollar Note 4, something I've been looking forward to for quite a long time now. I went in and found the phone but there was no stylus which is the part that makes the phone so unique. I asked the first available employee for help, Sandra. This is when my experience became quite unpleasant, i asked for a stylus to use with the phone so i could make sure i wanted to buy the phone along with renewing my contract. She then told me, "oh, somebody probably stole it!", laughed and walked away. Weird right? So after the first failed attempt i looked for help from another employee and unfortunately nobody was available. So i asked Sandra again if i could possibly use a stylus because i was very interested in purchasing. She pretty much told me there was no way she could help me out and i should go to a different store. I left disappointed I probably won't be going back. read more