Came in with my daughter to replace her broken phone. Ended up getting the whole family new phones(7). This turned out to be a major mistake as the manager "B" lied about everything. 1. Does my daughter phone get the the $700 turn in credit? Manager YES.! When we came back that turned out to be a lie. It's broken so she gets $350, but I showed your manager the phone when I asked him! Employee sorry it's $350 2. Is there any contract? Can I cancel anytime? Manger YES! I learned that the phones that I got credit for are broken down into 36 months credit back to your account. So if you upgrade or leave within 36 months you lose any remaining credit that you should have received. To me that's a contract, because if I leave I lose money. He never mentioned that you don't get the full credit up front or the fact that if you do cancel that you lose it. I would have just sold my phones privately. 3. Will our phones have hotspots? Manager YES! But you'll probably want a separate hotspot. It's just an additional line for $20. Sounds good to me! Called att to set up hotspot mobile WiFi which is $800 and it's $20 for the line, but an additional $65 for the hotspot unlimited. Lied to again! 4. Made multiple appointments to meet with the manager I dealt with and he tried to hide from me. Canceled on me twice. I have been with att 14 years and I think it's time to tell them to kiss my A$$! Tired of paying a ton of money a month and have them lie and treat a loyal business customer like this. read more

AT&T Store - AT&T - Mobile Phones Near Me - Ladera Ranch, California

It's not often that you receive professional service at a level so high, that it leaves you utterly delighted! This was my experience a couple days ago when I came into the store without an appointment. Celeste was the employee at the time, and at every step during our encounter, demonstrated a very high level of care and concern, and impeccable technical skills and confidence. With employees like Celeste, customers will flock to ATT because of the way they feel after being genuinely attended to. read more

We stopped in for a new phone and some accessories, the store was super busy but Karam did a great job helping everyone out and myself. He let us know about all the deals going on and walked us through the plans. We appreciate all the help while shopping. read more

Each time we change phones, they add services w/o consulting. They're minor enough sometimes go undetected for months until corporate AT&T is contacted for issues. Corporate AT&T will refund, however it's hard to catch at times and time consuming. The store isn't transparent. In the future, I only intent to go to AT&T store that's part of actual AT&T, not sub contracted. read more

This store ROYALLY screwed up my phone. It's seriously unbelievable. I have never experienced a customer service screwup of this magnitude before. I try to be understanding that mistakes happen, but this is on another level. They have already wasted hours of my time with something that was 100% their fault, and the saga still continues. So the story: my sister broke her phone and needed a new one. She went into the AT&T store and told them as much. They were going to deactivate the SIM card on her old (dead) phone and put all that SIM data on her new phone. While they were doing this, they said "so the 1234 number, right?" She said "NO, it's the 6789 number." So what do they do? Exactly what she told them not to. They deactivate the SIM card on the 1234 number (my phone) and put MY SIM data on her new phone. (We're on the same family plan, so that's how they got my data. I was not even there for this. I was in Los Angeles. They deactivated my SIM card remotely without my consent, and all of the sudden my phone just didn't work.) My sister started getting my voicemails and texts and realized what had happened. She talked to the store and they said "sorry, once a SIM card is deactivated we can't reactivate it. She'll have to bring the phone in to get it fixed." So I drive down from LA for this. They take the SIM card out of her new phone (the one with my data on it) and put it in my phone, and then get her a new SIM card with her own data. Problem should be solved, right? NOPE. Our phones are both a little funky now (like her contact card still says my name, and somehow all my group texts include myself twice) but it seems to be working... until I go to my voicemail. My voicemail is just gone. Every time I try to open it it says an unknown error has occurred. The only option is Call Voicemail, but when I try that, it takes me to a dial screen but doesn't ring. We left me a few test voicemails, but I can't access them. My sister STILL has all my voicemails from the past month, but nothing older than that. My older voicemails are just gone, I guess. So I call the store and they tell me I can call customer support or come into the store. I call customer support and I'm on the phone with them for maybe... 40 minutes? They keep telling me they reset my voicemail, but nothing changes. They escalate me to Advanced Customer Support who can't do anything either. So I give up and drive into the store. I explain what happened, they take a brief look and aren't sure what to do, so they... call customer support. I told them I already did that, but I just get a shrug and an "I'm trying to help you." So I sit in the store for a while he goes through the EXACT same song and dance with customer support that I already tried. As predicted, it didn't work. Hours of my time wasted, and still no resolution. When I was there they weren't even apologetic about they problem they caused. I'm probably going to have to back my phone up, link all my apps, reset my phone to factory data, and pray that works. Don't use this story. You go in for one problem and they create a brand new, even worse problem. read more

So this location would be the last thing I would want to write about especially from the experience I have dealt with employees and management here but this place got a new manager who actually seems to care about his customers! I thought after all stuff the previous management did to my account I thought I was ready to have a shouting match but Sam was understanding and thoughtful to my predicament. Hopefully this a sign of changes to come to this location!! If you ever need help ask for Sam!! read more

*Update #2 May 4, 2023* This store lost my trade-in. I know this because I was just billed again for my upgrade. The store claimed they sent it in, but when I ask for the tracking number and shipping company they used to mail in my old iPone, they refuse to give it to me. I have asked for this information 2 times directly from Boris, Steve, and David (David is the general manager, apparently), but they refused to give it to me. read more

Please do not use this att location, they have made a mess of my accounts and did not know how to fix the problems that they created! The management is terrible!! read more

Great store. They had plenty of staff so there was no wait time. I went in to upgrade my phone and ordered their new internet service. I was helped by Jordyn and Celeste. They also found a way to save me money on my monthly bill. I will definitely be coming back to this location. read more

Shady business going on at Ladera Ranch Store. The person that was assisting my husband getting a new phone conveniently added a new phone line to our account. It was not a mistake! This was discovered when I received my new monthly cellular bill. The sales associate that did this was named Belky, B. This store is NOT part of AT&T, but an affiliate called Prime Communications-CA Ladera Ranch. This was not only and inconvenience, but it has cost me hours of my time having to go thru AT&T fruad department. The AT&T representative warned of this for any future transactions it's best to use an AT&T corporate store. read more

Horrible service, the manager Brain never calls people back. Regret doing business with them. Service is zero! read more

I came in this evening and worked with Celeste. She was AMAZING! She was extremely knowledgeable, patient, and very helpful in guiding me through getting a new phone. She informed me of all my options and had the best interest of the customer. 10/10 for customer service with Celeste! read more

Recently went to just do a phone trade in and get some information and was very pleased with the help and information I received from Azalea. She was very kind and explained everything to me in great detail Great worker and was very pleased with my experience! read more

Matt at this store is awful!!! I walked in last Tuesday Oct 11 to upgrade to direct stream TV. It seemed seamless until I left. I got a $30 hold charged to my account instantly. 2 days later I got a $79.99 charge to my account for the streaming service when I was told I was in trial period!! I live pay check to pay check especially with the cost of living these are 2 extra expenses I was never made aware of!! I called at&t to cancel my uverse today and was told I will be charged $180 for my dvr equipment (after Matt said I own it and can do what I want with it, they don't have to be returned to us, so I threw away the damaged dvr) then the representative on the phone also told me my wifi will go up to $61 a month instead of the $41 I have now because Matt said I was grandfathered in. The rep told me they don't due bundles any more and now that he canceled my uverse and added stream there is no way to get my old price back!!! I went in to save money and am now paying the same with a streaming service I don't care for. Also my neighbor saw Matt the week before and he is charging her $10 a month for her stream box yet gave me mine for free. Looks like this associate is just out to make is commission paycheck. I called the store and talked to a manager and all they could say was sorry. Well sorry doesn't pay my bills. Worst service ever!! If I could switch to spectrum I would however I don't get coverage here is RSM!! Don't go see Matt unless you want to be out a lot of money!! read more

Every time I have been in has been an amazing experience! The staff is so kind and helpful. I highly recommend if getting a new phone or coming in for accessories! They help you from start to finish! read more

Cathrine is a bad customer representative. I can't believe they hired her to deal with customers. I ordered an iPhone 12 from this location. I received the phone with defects. I went to AT&T to exchange it and I was treated like shit. They refused to exchange it and told me to go to the apple store to deal with this issue. I had referred and I said just cancel my order at that pouthdy said there is a restocking fee of $55 and I agreed to return it. They said my current phone will lose reception for few seconds. I lost signal for over 30 minuets and I was wating outside the store at that point I walked into the store and complained about loosing signal for all that time, finally for some reason they had to switch my SIM card with the new SIM card that I never used. When I asked why couldn't do this any sooner Kathine was doing the transportation stormed at me and said we are doing our best to help you and she continued that she will not finish my return and I should leave the store because over capacity even though there was one more customer only. Bad bad bad customer representative I don't understand how Att hired such rude people like this. read more

AT&T Store - Mobile Phones Near Me - Ladera Ranch, California

Matt provided great service to our family yesterday. He was very knowledgeable on all of the products that were a fit for us and he took his making sure we got the best deals read more

Too bad I couldn't rate a ZERO! 30 mins of waiting and not even a greeting. I wish I could say this was the first AT&T store where I had horrible to no service but wasn't even the first today read more

I do not recommend this AT&T business because they lie to you about your discount and your actual monthly payment. They get a commission on sales so buyer beware. They'll tell you what you want to hear so they make a sell. Then when the actual bill is received it's 3 times more than what they told you it would be. I even got the discount in writing by email and AT&T customer service wouldn't honor it. BEWARE!!!! Couldn't rate them zero stars so they get a 1 star. Steven was our salesperson. read more

Update from my last review about this place . Fast forward to today, all the shenanigans they did to me is still not over ! They sent my account to collections when I owe them absolutely nothing . I am shaking because I'm so upset! All I did was walk into that place in October needing a line and the nightmare still have not ended . My attorney is taking this case over , I am done with the stress for the last 4 months . That place will not only clear my name with the collections agency I will sue them for everything they've got . If you read other reviews below mine , this place is a joke and commits fraud ! That staff takes advantage of customers and hang them to dry . Just wait ATT, my lawyer will be in touch! read more

I went here in approximately November/December to pick up a new phone. The two employees that were there were unwelcoming, hard to understand, hard to hear, and completely unprofessional. Unless they've replaced these workers already, I can't recommend coming to this location for any reason. read more

I came to the store a couple days ago and Sam helped me out with my phone. He was super nice and patient. The store was very clean and organized. read more

Jesse was incredibly helpful! Both my daughter and husband had Wi-Fi issues after we went on a cruise. We took the phones to Apple and they couldn't fix the issue. Jesse fixed it in a few minutes and at no cost!! He was also kind and professional even though it was in the evening and the store had a steady flow of customers. read more

I would give 0 star if possible . The service I received from this store is beyond imaginable. The so called "manager" is unprofessional and does not know service or accountability. I am cancelling all my AT&T services, internet, stream TV, even the one I just opened 2 weeks ago just because of the lack of accountability and assistance from the staff at this place. When someone tells you "it's only $400 difference" or "trade in your phone at Best Buy" or "it's not my fault and there's nothing we can do here, just call the number," this place is a fraud. They don't know how to honor what was signed and promised. There's no escalation process, so I don't expect to hear anything from leadership of this place. read more

Why is every experience I have here so painful? Place is a joke. Worst customer service I've experienced. I can't believe this place is still in business. The person who helped me was so snotty and had the worst attitude. It's a total pain but I'm switching to Verizon. read more

DO NOT TRUST WHAT THEY TELL YOU AT THIS STORE. I was sold on apple watches for my wife and I by a salesperson at this store. I was told due to a deal they had, we could get 25% off our phone bill, which would cover the extra monthly caused by the watches. I was told "there's no reason NOT to get the watches!" I asked several times "There's no catch? Besides the monthly installments and the commitment to use their phone service? Are you sure there's no catch?" I was assured my monthly bill would stay the same by getting these watches. Well my bill came in and it's way higher than it should be. Turns out the 25% discount I was offered wasn't even something I was entitled to--it was just some Costco or CVS discount that amounted to $10 a month. It wasn't nearly enough to pay for the watches. This store is using random discount codes from Costco and CVS to sell people on devices to pump their numbers up. If I could return these watches I would out of principle. I will definitely be complaining to their Corporate offices. Telling lies and blatantly misrepresenting costs to sell products is unethical. Another thing they will do is sign you up for every protection plan they offer, which will add to your. "Do you want the protection plan for all your devices? No? Whoops I signed you up anyway. Can I remove it? No sorry!" I had to call customer service on two separate occasions to remove protection plans they added to pump their store numbers up. These people will lie to your face. read more

Sam the Manager was amazing! I came into this Ladera Ranch location yesterday and had some questions about my account. Sam was so thorough and patient and put me on the best plan possible with my nurse discount. Sam explained to me he is the New Manager at this location and I look forward to doing my business with him and his staff!! read more

My husband has been a customer of this store for several years. The staff is always knowledgeable and very helpful. Today he had another positive experience with them when he took his dead iPhone in for resuscitation. Unfortunately his phone was beyond repair but the manager, Carl, helped him find a perfect replacement at a very good price. Carl also helped reduce costs by recycling the screen protector and a phone case. This store will continue to be our first choice for all things iPhone related. read more

I promise this review is only facts! Went in to transfer a SIM card. Amy was awesome, painless and easy! She didn't stuff products down my throat she understood what needed to happen and made it work. She did offer a quote on uverse but only after I had mentioned how I was just streaming. She worked with me and made sure I was going to save money and sure enough I ended up saving about 30 bucks a month. There were like 7 reps on a Friday at 2 in the afternoon. Best experience at an att store yet! read more

AT&T Store - Mobile Phones Near Me - Ladera Ranch, California

Terrible terrible customer service. Ran into a snafu and new "general manager" literally sat and just told me everything that he can't do instead of suggesting ideas to problem solve to assist in an upgrade on our phone. Same rudeness on the phone to a customer who called the store for the same question. Almost every other word was no or I can't. This is not how you turn a store around. Not surprised this has 2 star review. I would rather drive to 15 other stores then step foot in this store ever again. read more

My mother and I had a poor experience at the Aliso Viejo AT&T store and the next day we ended going to the Ladera Ranch store to find better customer service. We were so close to leaving AT&T but I have to celebrate Jesse!! He took his time helping us pick the right phone, got my own account started and even got me to add an apple iWatch to my order. I am so happy my mom and I ended up at the Ladera Ranch store-- very professional and helpful. Thank you for your service Jesse! read more

Store should have opened at 10; 10:13 and 11 people waiting at the locked door. They don't even answer their phone. AT&T, what happened to you??? Disgusted and disappointed! read more

Horrible customer service! I placed an order for a new phone in store and made it clear I needed the larger capacity storage. The employee confirmed the phone with me and placed the order. A couple days later I get an email saying my phone has been shipped however I notice the phone is not the phone I ordered. I called the number on the email and was told I would have to wait for the incorrect phone to be delivered, return the incorrect phone under "buyers remorse" wait for them to receive the incorrect phone and process the return before I could place an order for the actual phone I specifically ordered and it's a process that can take over a month. I call this store and spoke with the manager Sam and explained to him the issue. He said that process is correct and there is nothing he can do and it was his employees error. I asked for the employees name that placed my order and he related he takes full responsibility and did not give me the employees name. I'm very disappointed because I have been going to that location for years and now I get to deal with the consequences of your employee's incompetence and management takes zero responsibility since "there is nothing they can do". read more

Ron, the store manager, and Neusha, a customer service person here have been AWESOME!!! They made a really frustrating experience easier than it could've been and did it with smiles. It's important to note that Ron did A LOT of work...above-and-beyond. Please recognize both for being so good at their jobs. read more

BUYER BEWARE!! If there were zero stars that's what the RSM store would get, especially Samantha the sales girl that helped us. DONT TALK TO SAMANTHA SHE DOESNT DESERVE THE COMMISSION SHE WILL MAKE ON YOU!!! She lied to our faces, told us we did not have insurance to fix our broken phone and told us the only thing we could do was buy a new one. Trusting what she was saying we bought the new phone, she then added insurance charges to the plan without even discussing it with us, only came to realize it when we got our first bill. Came to find out when visiting another location (Aliso Viejo) AMAZING CUSTOMER SERVICE!! I was told we did and have had insurance for over a year. So Samantha lied to us, sold us a new phone and added insurance to the plan, which we already had, all so she could make a bigger commission check. So what could have been a $50 deductible to fix our broken phone cost us over $1200. When visiting the Aliso Viejo store today the manager there told me they get a lot of customers from the RSM store with the same complaints about Samantha. read more

After a year of complaining about my 6's battery, trying charging cases, waiting for the latest iPhone release, and considering androids, i came in for a new phone today. It's been hard making up my mind since it's such a big purchase these days, but I felt like I did my research and Matt @ at@t's supportive bedside manner helped me stick with my decision (after months of back & forth, the indecisiveness became more stressful than the $ for me) thanks for getting me all set up with my 8!! Very happy with my working Touch ID and faster phone now that my batteries not 95% done! Sunday 11/12 1/3 pm read more

AT&T My TV is THE WORST TV services we ever experienced!! URG! Do not, ever, never get it no matter what their sales person say! So frustrated! Constant buffering, no commercials fast forward features, no Page Up or down, only one channel at a time, fewer channels than promised.... the worst of the worst is their impossible horrific customer services. Do NOT get it!!! read more

As if our crappy service in Ladera isn't frustrating enough! I just walked in, trolled around for about 5mins (felt like 10 but, won't exaggerate), then walked out! There were about 4 other people in the shop. 2 of which were being helped by the 1 sales person I saw. That 1 sales person didn't even glance up to acknowledge I'd walked in. No, "good morning someone should be right with you." NOTHING! By the look on the 1 patrons face who I'd made eye contact with her frustrations were equal to mine. Come on att!!! Get it together! read more

Bait and switch by the 611 Customer Care dept. After wasting two hours on the phone with them this morning after they told me the changes they were making would be an extra $10 to my account (which ended up being an extra $70 on my account) I went into the store. After over 15 years of loyalty to ATT I figured they could unwind what the other agent did. Instead, I got a snarky "why didn't you come in here first" from the store manager (who looks 20 btw) and the "it's past 14 days there's nothing we can do". Well, I just got my bill so if I'd gotten it soon I'd have come in or called sooner. Ok, so I'm now stuck paying $170 per month for an unlimited plan for one device? And I'm unable to upgrade? No thanks! Went over to Verizon and got a brand new iphone13, and two apple watches for $128 per month including all junk fees! + They'll pay off my old $373 phone balance at ATT. I gave 5 different agents at ATT a chance to keep me as a loyal customer and they all failed! read more

I'm so disappointed in this store. Years ago it had the best customer service. I have been in twice in the last few months. The management is horrible!! Terrible customer service. Both times I went in they did not have the phone I wanted. A phone store with no phones. It wasn't just not having the phone it's the attitude. I pay for 6 cell phones have all Att at our home. I will be moving in the next month and plan to leave Att. It's a shame. read more