I had the absolute pleasure of being helped by Stevenson Berndt at the AT&T store in Totem Lake, and I cannot say enough good things about him! He was professional, incredibly efficient, and extremely knowledgeable. I came in needing help with four different things regarding my new phone and hardware, and Stevenson handled each one with skill, patience, and ease in less than an hour . I was honestly amazed at how smoothly everything went -- what could have been a frustrating and time-consuming visit turned into one of the best customer service experiences I've had in a long time. Stevenson is a true asset to this store and to AT&T. Thank you, Stevenson, for making my day so much easier! read more

I don't have an opinion on AT&T, so I'm not going to leave a negative comment but I am going to tell you about the experience I had with AT&T reps that entered my business. I've never felt so pressured in my life. Refused to take no for an answer, refused to leave after asking multiple, multiple times. Refused to not come back the following day. Not a good experience. I felt beyond uncomfortable. That behavior was unacceptable, unprofessional, and intimidating. Interestingly, enough, after receiving our last bill from our current service provider for several services we utilize, I was considering looking into other options. AT&T will not be one of them. Simply because of this interaction. There's no deal you could give to want to do business with people like that. read more

I had the best experience with Brad! Wonderful Customer Service, I was really stuck between two different phones for my elderly Aunt and he helped me decided which one would be best and taught me how to use it before leaving the store so I could easily teach her how to use it when I gave her the phone. I will only buy phones from Brad in the future! read more

This location took great care of me today, when two other locations couldn't fix the unique solution I needed. Big thanks to Donovan and Ali! read more

Please save yourself time a go to a different location. This is the least helpful customer service I've ever seen. I brought in my new phone last weekend to activate it and they told me I had to bring in another person on my plan's phone to be sure it didn't get disconnected in the process. So I went back today with the phone and explained the situation. The guy acted like I was stupid and told me I didn't need the other phone. He told me my new phone was ready to be setup and I left. Well guess what? The other phone on my plan DID disconnect. I then proceeded to spend 2 hours on the phone with support to get that line working again. Thankfully the people who helped me on the phone were actually helpful and respectful. I will never go back to this location. read more

Came to make a return that was placed at a different location but shipped from their warehouse. Drove all the way in traffic just to be told by their staff of kids initially that I had to return it to the original store I purchased it from, which didn't make sense since the order was shipped from their warehouse (I relayed that information), and then I was told to go to UPS and use the return label inside my (unopened) package and 'they get a lot of AT&T merch returns so they'll know what to do with it'. I opened the package(my new phone)-should have done that from the get-go...no return label...I called customer service, and the automated service said I could return it at any location or by mail AT USPS NOT UPS. A serious waste of time. Damien who helped me was kind but obviously lacked knowledge. Management, train your staff. 11:30AM and no one's in the store and you have 4 people on the floor. And yet all of them didn't know what to do in this situation...a simple return. What a joke. read more

I was a customer of AT&T Wireless (variously post-paid and pre-paid) for 21 consecutive years, giving them in this time at least $15k in total fees. This despite the often poor service coverage, as they clumsily sought to integrate various networks they had bought up in the 2000s. And despite innumerable awful customer service experiences, where I might need to invest hours on the phone with them trying to fix a problem (where I could have to endure repeated call drops, waiting on hold endlessly, being put on hold by an agent and then abruptly finding myself speaking to a new agent that I would have to start over with, etc., etc., etc.), and where too often the "solution" (such as changing some aspect of my plan) would be done incorrectly, so I'd have to call back AGAIN to fix that new problem too. I finally gave up and switched to T-Mobile in the fall of 2021. Switching was absolutely painless - took just a few minutes. While T-Mobile did not have as good of service coverage, they at least had a much more adequate (though inconsistent and often ridiculously cheery) customer service. Because I could qualify for the ACP government subsidy, which T-Mobile wasn't accepting, and also because I expected to soon be in a place for an extended period that has very little T-Mobile service but does have AT&T service, I risked switching back. What a disaster! Collectively 6 hours on the phone with AT&T trying to set up service with ACP and transfer my number, which still failed! So I finally resorted to going to an AT&T store (the Totem Lake one) to get help. The staff was friendly and helpful - this was a pleasant surprise. And THREE hours later (with one of their own staff on the phone with AT&T much of this time), and with some charges to my credit card that they assured me they would refund after the fact, I finally walked out with the service mostly in place, though I STILL had to call AT&T the next day to get the ACP applied to my ported number. Another 1.5-hour investment for me. I returned today to request the promised refund. Lo and behold, they refused to refund me. Henry, a manager, claimed they never promised this, even though Ali, a staff member I worked with who did all the calling, had added up on his page of notes the amount I had paid in 3 separate transactions, to document how much I would be refunded later. So literally, after giving the amount of money I have to AT&T over 21 years, they actually had the audacity to simply say "no" to a comparatively trivial amount of money. To offer no kind of acknowledgement of my truth - basically saying I was sorely mistaken. What horrible customer service. So beware: don't be fooled by initial friendliness, because they don't take prisoners. Get any agreements or promises in writing that you take with you. Don't trust Henry. Ali has no power, so don't trust him either. And Vanya, also a manager, may likewise not be trustworthy either - we'll see how she responds when I may try to call the store in the coming days to briefly discuss my experience. Or not. Not that I would expect any other AT&T store to be any better, based upon my 21 years of experience with the company. While their service coverage is pretty good, everything else about my experiences with them has been one disappointment after another after another. Caveat emptor. read more

Very clean and spacious during this time of covid! Superb customer service, i was able to get in and out adding a new line!!

I was in this store because my Apple Watch Series 4 with cellular couldn't connect to cellular network with ATT even though I had been paying extra for the watch to be able to connect to cellular network every month for the past 3 years. I asked for help at the store. I was going to buy another apple watch for my family member if the apple watch could connect to ATT cellular network. My apple watch used to be able to connect to the cellular network just fine until recently. --- I talked to staff on ATT over the phone who told me to come to the store to get help. The staff at the store didn't help me. He said he didn't know why ATT staff on the phone would refer me to come to the store. He couldn't help me. I needed to buy a new iPhone and a new apple watch as well for a family member, but I decided to not buy it from this store. Very poor customer service from the sale person at this store. I came home and called ATT again. Now the staff on ATT phone line was able to figure out that the reason my apple watch couldn't connect to cellular network was because of the error of information on my bill. Now she changed this error on ATT part and my watch is able to connect to the cellular network again. ---- I wanted to buy new device from this ATT store since it's close to my house but every time I went to this store, I never got help from the sale person at the store at this location. I bought my iPhone last year and sadly, I had to drive all the way to Lynnwood to buy a new iPhone from the Apple store in Lynnwood to connect to ATT. read more

I went back to the AT&T Store at Totem Lake Village and one of the store associates, Sam answered all of my questions and got me set up with a new cell phone... thanks Sam! read more

I stopped in one sunny Saturday, hoping to avoid the long waits that plague the Redmond Town Center store. Score! I walked in at 1pm and was the only customer in the place! I was immediately greeted and treated to non-pressured help - I was looking to upgrade to an iPhone X, but also reduce some extraneous fees and cancel a lone. I had no trouble taking care of all of it. My salesperson explained everything carefully, didn't press when I said no to some options, answered all my questions, and helped me set up the new phone. Everything was easy-easy. He was very friendly, pleasant, and relaxed. The store did get a few more customers while I was there, and everyone seemed to be equally relaxed. It's a nice change of pace from the Bellevue and Redmond stores, both of which are fine, but busy and feel rushed. I don't imagine the Totem Lake store will stay that way too long, but for now, it's a great place to get phone help. read more

Website says to bring military paystub to verify my military status so i brought it and they ask me to comeback because they dont know what to do. Visited at 6:15 pm. They were having conversation right behind me and talk about DD214. They simply just could ask me to bring DD214 if thats the only doc they recognize. They didnt even bother to ask me if I have my DD214. read more

After 9 years with AT&T they stab me in the back. I have had several iPad generations on an unlimited AT&T data plan and they simply cut me off in order to advance me to a new higher priced plan. Originally they advertised "unlimited for life" but they have tried many times in the past to sneak me in to a plan change which I quickly rejected. Recently I lost data on my iPad and called them to hear "we no longer offer that plan", I was furious and escalated my complaint as far as I could with no good outcome. I then cancelled my account and ported all my lines to another provider. It blows my mind how they treat customers so poorly. I would encourage others to just pass by AT&T and look the other way. There are much better choices out there. I will not return to them even if they offer me the same deal. Trust had been broken and I have divorced them for good. read more

We went in around 3:30 on a blustery Sunday afternoon was not greeted at all. Not one person Acknowledge that we were there. No one even came up to ask if we need help with anything. I will never go back to this store to pay my bill or get a phone I'll pay the bill online from now on. Worst customer service ever read more

This location for a third time has proven not to be problem solvers. Ghassan was less then interested that this was my third trip to solve the same problem. His solution: go online. No employee empowerment here. read more