The 5 stars were ALL earned by Kelvin. The beyond his control very long wait and overall disorganized atmosphere was mind boggling. When I finally got to Kelvin he took charge of the problem and he got my problem fixed in moments. ATT reward Kelvin and start over! read more

I went there with my daughters and the staff were super friendly and knowledgeable. They answered all of our questions and helped us find the perfect phone for each of my daughters' needs. And, when we went back to get a case and screen protector, they even helped my daughter install it! It was a great experience from start to finish. read more

A guy named Michael was absolutely lazy and an absolute moron. He sole job is to greet people when they enter the door and then add them to a list of people who needed help and then inform them when there was an employee available to assist them. Well there was a whole bunch of them working there that was just standing around talking about football with their manager who was just on his phone the whole time. Michael had such a simple job and he couldn't even do that. Just chatted around with his friends while their oblivious manager just kept checking his phone. After waiting for 2 minutes we noticed an employee named Tansy and we asked for her help. She was very helpful and friendly. She's the reason why this review is getting 2 stars and not just 1. I honestly do not recommend people going to this AT&T branch. It's full of meatheads who only care about football and not their job. If you must visit this branch because you have no other choice then I suggest seeking out Tansy. She's very knowledgable and friendly. read more

I still give a negative point to it (any star will be a disgrace to 'star'). These guys do not even have the courtesy to reply in a better way. They have copied and pasted the same thing not only for me but for all the dissatisfied customers not only in yelp but in all other review forums. Pl see below the exact wordings 'Our number one goal is to provide you with exceptional customer experience. We work hard to staff our stores with knowledgeable and friendly associates. We sincerely appreciate you and all our customers and look forward to providing you a better experience in the future. ' This shows how seriously these guys take their customer feedback. A blanket response to all! I have not seen so many negative feedback for any other ATT store. So there has to be some truth to it. I just hope the ATT corporate takes it seriously and takes strong action against this local franchise. I will quote Mahatma Gandhi who had long known about customer service: 'A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him.' read more

These people are nice, but incompetent. I brought in a new phone and new SIM card for them to transfer my phone number to, but they apparently had no idea what they were doing. They literally told me my account was deactivated and they had to reactivate it (apparently they accidentally deactivated my account!) Then after transferring my phone number to a new phone and SIM card, my data service wasn't working, so I could only make calls but could not access the internet or text messaging. They then told me that it was either an issue with the phone or the SIM card and that I had to go to the Apple Store for help. When I explained that I didn't think Apple could help (because the issue had to do with my data service), they told me that I could call AT&T Customer Service. When I later called customer service, I found out that they had not updated the FCC ID number and after the customer service agent updated that information, it worked fine! Honestly the people at this store were really nice. They just didn't know how to do their job and were just looking to get rid of me since they didn't know how to help. read more

AWFUL CUSTOMER SERVICE! I was waiting (to be helped) for 20mins while there were a multitude of employees in the back room simply chatting amongst themselves. One employee finally came to the front to grab a disinfecting wipe and went right back to chat. Finally after 30mins, when Rich finished helping a customer, he came to help me. While he was very pleasant to deal with, every other employee in the back were TOTALLY unprofessional! Do NOT come to this location unless you are willing to wait for employees to finish chit-chatting. read more

It is incredible that you can ask a question of 4 people in this store and get 5 different answers. The lack of knowledge of the products is astounding. Even when you do figure out what you want (no thanks to the sales reps) they are out of stock or need to go to the website to order it. I did manage to find a sales rep who knew how to place the order and told me that it would be 3 to 5 business days. When I got home, I received an email saying it would be 6 to 8 weeks! I hope other sales locations are better. read more

I am writing regarding the scam that AT&T is running. I am loyal AT&T customer since last 13 years & i am repenting my decision. I purchased 2 apple cell phones under renewed contract from At&T in November 2019. In December 2019, At&t customer service called me to introduce new promotion for Iphone XR for "FREE" since i have bought 2 apple phones. Knowing all these scammers, i specially asked if this is any gimmick, & was told absolutely not, & there would be no up change to your bills or monthly payments. At that time, i had some grandfathered plan since i have been with At&t for long & the representative told me to get this other plan since adding 3rd phone (&line) for "Free",may even reduce my monthly bills, sure i did. I repeatedly asked that if it is certainly FREE & won't add any burden to my current monthly bill, & i was guaranteed about it. After few days, I received my new phone/line. Since it is only me & my wife in house hold, we kept that phone unused for only emergency use( haven't even used single time). From January, my monthly bill started coming with up- charge for this new device, I immediately reached out to AT&T regarding the matter, & was told that; Yes you are Qualified for that promo, but have to wait 60 days before that plan kicks in. So pay that upcharge now & they will Refund that back once that promo kicks in. Month passed, same thing & same response. In late March, i called back & representative said lets file case, so they did but still no responses, & i have been paying my monthly bills with that upcharge ( for phone). I reached out to AT&T few times after that & every time they said, decision pending until i talked to them in June. In June, they said well, that promotion is 6 months old, so they can't find that in their system & they won't honor it, & i have to pay full for my device, which i was sold as "FREE". I called them few times after that explaining the whole situation, but no resolution. This utter case of Scamming their loyal customers by AT&T. Please beware of these corporate scammers , not any different than roadside thugs.. Call dropping is another huge issue with AT&T lately. read more

Even a 1 star is an utter waste for the service they provide. They don't even have basic knowledge about the plans that att offers. We need to educate them on the plans and features which is a huge red flag. Even their manager is the same. I hope att does some basic knowledge check to see if there reps are fit for this job. I just think this is how att works. Dissapointed!! I wish there is a way you can bring this to the notice of people sitting on top of the at&t chain read more

Poor customer support and care (Menlo Park Mall). Their goal is only to sell you a service. After that - you are on your own. read more

Terrible customer service here. These guys are the reason I'll never set foot in their stores again. I still have AT&T service but I'll go to the Apple store for new phones. Not worth dealing with this AT&T store's attitudes and upsell BS. read more

If I could give negative stars I would. I was helped by Michael, none of the information he gave me was accurate. He told me after 3 months I could upgrade my phone to the next program...I couldn't. ALSO..he put my last name was "Half Penny", as a person of Jewish religion I did not appreciate this. I did not notice until I got home, I called and they told me I had to go to the store. No apologies or anything...I went to the store who gave me a hard time to correct my name to my correct name because I did not have proof of the racial slur they put as my last name. I finally got it corrected with an attitude from the employee. I got home and decided I did not want my service with such a racist and rude company when I tried to cancel I was told to pay a cancellation fee and they did not care about the service I was given. I have written numerous letter to corporate and have yet to hear a response. Don't worry I have told everyone I know to leave this horrible excuse for a company. read more

Worst service ever!! I want to give them stars in negative to express my disappointment and frustrating experience at this location!! Everyone at this store stares at you like you're an alien when you walk in and no one will make you feel welcome!! After finishing up her "important conference talks" with other co workers, an associate named JESSICA approached me to "assist me," which was more like shooing me away! she did not know anything about at&t or the network to help me and she is the reason my family and I are cutting off ties with At&t! I dont know who does the hiring in that place but sure needs to know what anti-customer service freaks you are hiring!! If you are looking to be treated with scorn and disrespect and want to hear sighs because a client walking in means you will have to work, then I will definitely recommend this location for you! Worst Customer Service Experience ever!! read more

Came here about a month ago to become a post-paid customer. I knew going in that I wanted the iPhone 6s. Mohammad was the salesperson who accommodated & assisted me. I am so pleased to be able to say that he was AMAZING. I have never felt so "at ease" while making a big purchase before. He was extremely helpful while remaining not pushy. He made conversation with me, talked me through the entire set-up process, and suggested phone accessories to me while not being overly pushy or demanding. I am so happy I chose this at&t location. read more

I have been going to this store for years and it is extremely busy and hard to really get quality attention, but my experience was very good. Jose helped source a new iPhone 6 which I purchased along with a new iPad Air. He was ultra helpful, knowledgeable about my specific backup needs and explained the new data and purchase plans clearly. Mobile retail is a tough business to get right, and although this store has some issues, it works for me and Jose in particular did everything he committed to. read more

I would give more ratings if I could. Faiye the best store manager by far and Raymond helped me and I must say the staff works well in coordination. I like thier attitude and gives perfect attention to their customers. I keep going to this store for anything small I trust them that much. Kudos guys keep up the good work. read more

I am giving overall rating. First I am customer of AT&T I had Samsung Galaxy Note 1 on contract but device stop working saying "No SIM card" I took it to Menlo Mall store and told since I am in contract they cannot do any thing. It was biggest mistake of my life I switched my wife and my daughter's phone to AT&T just before this incident. Finally I brought another unlock Galaxy Note 3 now they are saying they cannot register new phone so I cannot get 4G service. Guy who helping me was very arrogant do not want to talk to me or help me I was very disappointed. But learn lesson. All I have to say GOOD LUCK AT&T. read more

Jessica M helped me out at this store. I wanted to switch over to AT&T from another phone provider. She was extremely friendly, helpful, patient, and knowledgable. Everything went seamlessly with her help. read more

Brought my tablet to the store yesterday . Dave was the person who helped me. Got the tablet to work , problem was the battery. Told me wi-fi is not secure and could not do an update for me. Went home, now the charge cord wont fit, my visit was the death of my tablet. Called store , Dave was on lunch, manager told me they don't fix things. read more

Came here for a device switch this past week and the person who 'helped' me decided to change my data plan without my knowledge. I am now in the process of waiting for my data to be reinstated by end of next week. Thank you for the inconvenience. Appreciated. read more

I'm giving two stars to AT&T (Menlo Park Mall). I give them only because Danny is amazing. Trust me. Only deal with Danny! Everyone else there doesn't know their head from their ***. I went in and Danny pulled up my account and got me a new phone in minutes. Other times I go, and I don't get him, and I am told different stories. One time I was told they have no international calling plans in China (seriously?). The next time I was told that I'm not authorized on my account, which I am and it showed as such in their iPad, but they refused to help me. What a waste. If they lose Danny that store is screwed. read more

I was at this store and I picked up a phone started filming and then the lady screamed put that phone down and get out

Horrible customer service. My son purchased a phone case ($100) and 3 days later it was chipping. We went to the store to exchange it. He didn't have a receipt, but they found the purchase on their computers. They would NOT exchange it without the receipt. I had to go back to get another one. They were very RUDE!!! Somebody needs to remind them that they are not the only game in town. read more