F rating for customer service here. Kathy promises you the world & when it's time to hunt her down, she's "taking lunch"... My uverse bill practically doubled after 6 months & she's giving me the ring around. I will make note the manager was rude but a guy named Alex went out of his way to get my info down...Too bad Kathy never did anything with it. Don't believe her if she promises you something in the future. read more

Very fast service, I've done a few transactions at this branch and it's always 100% better compared to the other branches. Employees here are always knowledgeable so it makes for an efficient and hassle free experience. read more

IF YOU ARE CONSIDERING SWITCHING PHONE PROVIDERS......DON'T DO IT! I switched my family and got new phones for XMAS. It has been over 3 months and the nightmare continues. It started with a sales manager named Nikki(?) untrained minion, Noah. They play a complete shell game with the different lines, promotions etc. She said the service is great where my wife works, she knows because her dad lives near there in Aliso. When I came back in for another issue, I mentioned it and she said "yeah it's a dead spot, I know because my dad lives there" Here's a tip, tell the truth and you won't have to remember your lies!!!!! I was promised $250.00 in gift card and received $104.00. They lie about coverage, rebates, access, billing.......I can't imagine a worse business. They changed my internet from residential to commercial and set me up for auto bill, all without my consent. I was called on the phone by Noah to get a $100.00 deposit to "upgrade" my internet, but not to worry as I would be given a $100 Visa gift card. I said fine but e-mail me the specifics.......of course, no card or e-mail!!!! THIS IS BY FAR THE WORST MOST DECEITFUL COMPANY I HAVE EVER DEALT WITH!!!! IF YOU ARE CONSIDERING CHANGING FROM ANOTHER CARRIER......DON'T DO IT!!!!! read more

Have been experiencing problems with changing our AT&T plan (home phone hasn't worked and couldn't get anyone to help or cancel) due to us not knowing our personal access code we must have assigned over a decade ago. After half a dozen calls and a couple other visits to AT&T we were assisted by John Brull today and he spent almost two hours on the phone with them for us and fixed everything. He took a nightmare situation from what would have been a one star to a five star experience. I highly recommend the Ladera Ranch AT&T and John for the excellent customer service. read more

We made an appointment today to sign up for cable and internet. We arrived a bit early and understood we would have to wait for other clients to finish up, not a problem. When it was our turn, we were greeted warmly by Jason Hill who clearly explained the details of our options. He took the time to make sure we received what we wanted and didn't try to up-sell us. He went above and beyond for us today! We will definitely come back to this location for our future needs, highly recommend! read more

I'd give 10 stars if it let me! We had a crisis ...my sons phone was thoroughly broken when he dropped it tonight, and he leaves for a trip out of the country tomorrow. Jackson took care of everything, quickly and smoothly....actually probably the quickest turnaround ever (our family of 5 has been here many times over the years. ) awesome customer service and professional!! Thanks Jackson!! read more

If you like being ignored, sold crap you don't need, or if you want to see what terrible customer service looks like then go to the Ladera Ranch AT&T store. This has happened to me more than once. Went there this am and was ignored as one employee finished with (1) customer ( 20 Min. ) talking stuff you can find on YouTube, decided to go and help another employee (that didn't need or ask for her help) with a couple that was within 3 ft of me. the place was empty except for one other employee and another couple on the far side of the store. As i sat there I was thinking "Am I invisible?" she saw me sitting there, she watched me walk in, she saw me patiently waiting to be assisted, she's all done with Mr. Mid-Life-Crisis. I was waiting of for her to say " Hello how are you? how can I help you? ...Nope, she decided to just ignore me, she decided to assist the other employee and the couple right next to me... the place was empty! I was completely ignored. After 5 Min of watching 2 employees assist one customer and ignore me I had to just get up and walk out. I have worked in the line of customer service on a much larger scale than a small retail store like this.. I would fire these two employees immediately. see you later AT&T ( 11 year customer) BTW I was clean and showered and dressed. read more

Stopped in here because I was having some technical problems with my phone. The sales rep that helped me, Erick, was really friendly and helped me so well. I'll definitely be returning if need be, but I have a feeling Erick fixed things the first time around! read more

I walked into this location just to see pricing on the iphone, wasn't planning on purchasing at all. I was greeted by a lady named Kathy. Kathy was extremely helpful and informative on all products & pricing. I don't usually trust sales people but she was very accommodating and understanding which i completely appreciate. she guided me through all details thoroughly, and i ended up buying my new iphone 6 which i love! So happy. Thanks Kathy :) read more

I thought it was funny that ATT customer service recording says "rated best..." It's a joke. That being said after wanting to reach through the phone and go off on someone I decided to go in a talk to an actual person about my problem. Spoke with John the manager and not only did he fix the problem, he called himself. I needed to email something, he did it for me. In the day of call centers and automated systems, it was great to deal with a someone who cares about customer service. read more

If you want to be lied to and charged extra fees, don't bother going.

This location has THE absolute worst customer service. The employees act like you need to get in line and MAYBE they will be able to assist your purchase, but only with a giant attitude. ATT in general is terrible. read more

I changed my service from U-Verse to Direct TV. The person who helped me did set up the Direct TV did not cancel my U-verse service. Subsequently, I have spent over 2 1/2 hours on the phone trying to fix my billing. It has been a nightmare!! The service people at the ATT store were so excited about an ATT basketball game, that the manager left without helping. I should have changed over to COX. Don't use ATT. Their service is terrible. Using the phone to correct problems is ridiculous! read more

I've always gone here for new phones and had great service. Tonight Matt took care of my Mom and I and was incredibly sweet and helpful. Ask for him! read more

I have been going to this location for years and have always been satisfied. I went to this store last night to get a new phone activated/set up and also ended up purchasing glass screen covers. The sales rep Brent was great; very helpful, knowledgable, and nice! He offered to put the screen covers on for us and they turned out wonderful. Overall it was a great visit! read more

An employee there snuck mobile insurance on my plan yesterday when I upgraded my phone. Luckily, ATT emailed me a summary of my upgrade so I caught it. I understand the commission part of sales but that kind of thing is unethical. I do not appreciate that kind of stuff. I'd shout his name out here for you to stay away from him but that would be against my own ethics. Just be weary of what you sign up for when you come to this location. read more

I wish I could give a negative number of stars. This store, in fact all AT&T stores have the worst customer service ever. In addition, they work on commission so every decision is based on whether they will get paid on it or not. While I was in the store for something else, I asked my DirecTV and AT&T bill to be combined and give me the appropriate discounts for having both services, the guy said sure, and then proceeded to cancel my existing DirecTV service and set me up as a new customer. I was also adding some DirecTV stuff so I had an install appointment scheduled. It wasn't until the installer came to my house that I found out. He was also very confused because I already had everything set up at the house. It was literally 1 new box I was adding. From now on I will just call customer service directly. They are much better to deal with and were able to fix everything. They also don't have public restrooms or even restrooms available for their customers so while you are waiting (feels similar to buying a car) you are forced to go to another establishment to utilize the restroom. Just stupid, and I'm sure those other places don't like people coming in just to use their restrooms. Get it together @AT&T ! read more

Just left this store and will never go back! Absolutely horrible customer service. Walked in and they had 1 other customer in the store besides us. There were three employees standing around watching us and not offering to help. When we asked for help nobody working could help us and told us they needed to wait for another sales rep. What were the other three employees there for? They also refused to allow my 2 1/2 who is currently potty training to use their restroom. I was forced to go running through the parking lot to find a place for her to go. Once again extremely unhelpful.... I understand when you don't have an actual public restroom however I've been to this store in the past and they very nicely allowed us to use the restroom. Especially when you are a paying customer waiting FOREVER they should be a little more lenient with their restroom rules. Overall terrible experience here. I will now take my business elsewhere. Don't waste your time on this place.! read more

Customer service here is awesome! I'm greeted as soon as I enter the store and never need to wait very long. My questions are always answered respectfully even though I may ask the same question more than once. Candice is very patient and will take time to explain everything you need to know in detail. Although this store is not the closest to me, it is the one I always go back to because of the great service I get. read more

Oh what can I say!! 1 hour later and we walked out. No help no one talking or letting anyone know how long it will be! A bunch of people walked away! read more

The people are awesome and very professional, but don't let them talk you into buying the protective glass shield for the iPhone 6 made by Zagg. Waste of money. Expensive and the one time I dropped my phone and the screen hit a hard surface the Invisible Shied shattered on impact. Rip off!!!! read more

Super helpful! Was helped right away by Noah, he helped me with exactly my problem and made sure all my questions and problems were resolved. This location is quite possibly the best at&t location I've been too, will be going here again, even if it is a bit out of the way, it is the best location. read more

Brian Moore provided awesome service. He took the time to explain everything in great detail. He allowed time for us to take notes as he explained the different services. He is committed to providing exemplary customer service. I highly recommend asking for Brian Moore to assist you with your AT&T inquiries. read more

I'm so mad I don't think I can write a coherent review right now. Suffice it to say, be careful! I'm sure not all of the salespeople are as unscrupulous as the one we dealt with - at least I hope so. read more

If I could give zero stars, believe me I would. Buyers beware of this store!!! The management and staff here don't know what they are doing. Promised me rebates that turned into absolute LIES. We had everything in writing and still didn't get our rebates like we were promised. Taking to small claims court because they don't care about customers and doing the right thing. read more

Horrible. Took all day to tell me if they could upload my data to my new phone then didn't tell me they were adding charges to my account. Forced my stuff into I cloud and then made it so I didn't have computer back up anymore . Also have so far had me waiting two months for a replacement phone when i bought my phone brand new! DO NOT GO TO THIS STORE horrible service as well makes this store a 0 read more

Rude, incompetant teenagers working for summer at this store. One of my employees had a phone stolen and had to go a new one. The young punk (possibly named Eric) refused to look at the account and notice that we were eligible for an upgrade and insisted on selling us an I4 for $550.00. When I explained that he was wrong and we are eligible he treated me like I was a child and hung up on me. Many calls back and the store would pick up and hang up. Called AT&T back and they also said they have had issues at that store and what the employee told me was incorrect and we did not have to pay for that phone. Here's the part that only mature adults would understand and not children working a summer job at the store. I own the company that builds a large majority of the AT&T network and the phone that was stolen was one of our highest paid lonegest employeed employees who is our representative for AT&T on the deployment side.. Hey kid, before you treat people so poorly remember who you are working for and maybe, just maybe your paycheck is on the other line. read more

Went in on Saturday afternoon for a new SIM card. I was helped immediately and the customer service reps were extremely knowledgeable and friendly. Overall I had a great customer experience. read more

Please notice that my review is very similar to the other negative reviews listed below. This is a problem that must have come from AT&T changing management. I used to have AT&T service and it was good. Now it is terrible. I have been trying to get in touch with a manager for the last week. I simply wanted to sign up for service. The plans are so confusing and the shady business of taking your trade in device for credit is almost criminal. The deceptive buy one get one free is a complete lie. It's not buy one get one free and will never credit your account the money they promised. The plans they claim are unlimited are not. **** Buyer beware. This is a scam that somehow they are able to pass off as legit business. Unlimited means there is NO limit. Right? Well not in the cell phone business. The deceptive practice of taking customers money and locking them into a contract is quite sad. The government should stop this unethical practice. Never do you get a bill that is so confusing. It should be your plan is unlimited and it cost "X" not your plan is unlimited to 22GB and then technically you will still be able to access data but it will be greatly reduced in speed. **Like will not work** Okay! This has to change and the store in Ladera is the worst. No one knows what they are talking about and the manager seems to always be somewhere else or not available. Run from this business unless you enjoy wasting hours upon hours of your time on the phone trying to square up an unresolved issue that really "You will never win" They know this and they are the big business, you are the small fry and in the end they tell you this is how it goes. So you either ruin your credit and not pay the fees or take it and move on. read more

If I could give these guys 0 stars I would. The employees are basically liars who are just trying to make a sale. The service is horrible. We had them to our house at least 5 times before they finally let us out of our contract. I will never use AT&T again. read more

Terrible store! I have a business account and wanted to add another line. Store rep named (Arika) asks me to verify my tax ID or last four numbers of account number.....who an earth carries their business tax ID or account number around with them nowadays!!! I showed her my Drivers license and the credit card I use to pay the bills she still refused to help me! She then went on to tell me I was not an authorized user on my own AT&T business account!! There is something seriously wrong with big organizations like AT&T when their staff are like human robots!. I could have brought everything to prove who I was to that store(including a birth certificate) and she was dead set on having the last 4 digits of my TAX ID or account number! Refused to help me!!!. I walked out of the store saying I was done with AT&T and she muttered "That's OK". Just goes to show how much they appreciate their customers! When my contracts are up, I will be done with AT&T!. Just want to deal with a company that has customer service Reps that are human beings and not company Robots that are desensitized to human needs! read more