ATT customer service on the phone is terrible. Priscilla is an excellent manager and dealt with my problem professionally. Too bad she works for a terrible company. 8/8/17. Update. I just got another bill for 102.84 for phones I returned the very next day. Pricilla was not in so I dealt with Jesus and the assistant manager Tauren. Jesus clears the $100 but could not clear the 2.84. Tauren came out and asked what the issue is. I explained the ordeal and he said I just need to take care of the rest and that I was stressing out his employees over this. No apology or anything. I asked for the district manager and he said I can talk to Priscilla. I again asked for someone above her and he again referred me to her. Finally Jesus gave me an email address. He said they cannot give out numbers. read more

Horrible customer service. I've been an att customer for years and I've never experienced this lack of management. Workers were rude and not willing to help me. read more

Great place of you want to kill an hour or watch some tv. It looks like people come here to sit around and chit chat with sales people about their bills. Not so great if you want to quickly take care of some business. read more

Jaime and his staff are the best! Excellent customer service. I had a major mess with my account and bill and they went above and beyond to fix it for me. read more

I went to 3 ATT stores and an apple store and apple care and no one could help me then I came back again to this location and this yelp is for Jesse/Jaden..I am so bad with name, helped me, transferred BB contact and notes to iphone. Noone could do it and he did it in less than 5 minutes. Five star for him!!! Great guy with customer service skills! ATT -- he is a good asset for you! A keeper! read more

We came in to trade in our old phones for new ones. Joshua helped us and was very knowledgeable and helpful.

If I could give this place no stars, I would! The service rep tried her best to help me but was unable to because of some missing information. The manager stepped over to tell the rep to go help someone else and proceeded to be rude and arrogant towards me and my situation. She not only was unhelpful but scoffed at the AT&T phone customer service rep I was asked to call to help me sort out my situation. ****THIS STORE MANAGER SHOULD BE RETRAINED ON HOW TO BE PROFESSIONAL. **** What a pathetic example of leadership and management. The service rep was the only person in the store who actually showed any interest in trying to help, which is ironic because your store is a retail store which is based on their customer service. Luckily, I was able to get the help I needed with AT&T's customer service line: (800) 331-0500 Don't bother going to this store. You are better off with calling as you don't have to wait as long as deal with properly trained staff. read more

How do you spell outstanding - Matthew!!!! He was very good to us, stayed after closing, and helped to reduce our spend. read more

I have been with AT&T for the longest time in fact i was still in their original unlimited data plan. However for the last 5 yrs our bill has increased gradually from $70/mo to $95/mo!!! On extra fees and taxes and thats for only 1 line ! And i get charge extra for text msgs ! . Thats how they rewards customers for loyalty!!!LOL ... So last January my hubby and i went here to move to their prepaid service since i learned it has unlimited data for $45/mo. The girl who assisted us discouraged us from moving to prepaid coz its likely to cause technical problems ( its not true, my cousin moved to prepaid w/o problems before moving to t mobile). She instead suggested i moved to 9G data for $55/mo with taxes. So we agreed. After a month we got the bill and it was $72.48!!! (And thats with $10 less due to auto pay) When we went back here to complain we were told The $20 extra was for the line ! WT???? . So i was determined to find another mobile service where ill get my money's worth. When i asked around most of my family and friends formerly with AT&T have moved to TMobile. I transferred 2 weeks ago and am happy with their service. My family friend added me to his account and together we are only paying $70 for their unli 55 senior plan or $35 each for us. Plus there is $10 discount for auto pay so thats only $60/mo ALL IN ! NO hidden charges! Unlimited data, text and call. And FREE ROAMING to major countries! I wish i had moved a long time ago. I used to pay extra $100 for roaming with AT&T !!! I suggest you moved to another network unless you want to continue paying AT&T's HIDDEN CHARGES !!! read more

never had any good experience with this store . there was a nite on my account that I get free case the manager said regardless of the note anybody could put note on your account. if even att headquarter ask me to give you one I won't do it. lol crazy. they team up all the employee and make fun of you also read more

My husband and I are old, low-tech, nasty and certainly insecure about learning new things. Two agents at the AT&T store in Lake Forest, who were unlucky enough to wait on us, were amazing. CYNTHIA AND JOSH, you deserve kudos for satisfying our many questions about the stupid cell phone. Mean it when I say, your customer service skills are stellar. THANK YOU. read more

Reviews same harsh. I was really happy with my experience at this location. Saul went above and beyond on iPhone launch day 09-24-21. He was able to assist in getting 2/3 phones I needed that day. Saul went out of his way to call other locations including the Apple store. He found out that the 13 pro max was not distributed in the 512gb or 1tb size. He assisted in helping me order one to be shipped to my home. Saul was very genuine and is definitely an asset to this location. read more

I was helped out by Jaime and Edgar in adding a line and a phone for my mother. Both were extremely helpful and knowledgeable. They went above and beyond and the entire store is leaps and bounds better than other locations. Highly recommend. read more

This store is a joke & the phone service is ridiculous - I hate calling them. & the information is always wrong - I feel like I'm dealing with Verizon !!! Not happy with at&t read more

Worst place ever . We came in for our iphone to be transferred and the guy juvani did not know what he was doing. He deleted all my phone contact and pictures and everything i had on it. He was rude . No customer service or anything. Never going here again read more

Awful customer service! Bunch of kids having fun here . Customer waits forever since they are all in the back room having a good time, and all of sudden 4 people come out if that back door!!! No manager , at least not one who care about the customers!!! read more

I have to say....I was VERY pleasantly surprised. I really didn't know what to expect walking into this store. After dropping my Blackberry Pearl into a body of water, I finally decided to suck it up and get an iPhone....which meant switching carriers and going into AT&T for the first time. When I walked in, the manager, Brad, who takes names at the door, was busy helping a customer. When he came out to take names, a woman who had arrived after me managed to get to him first...however, he knew I had been there first and put me down on the list before her!!! Totally awesome attention to detail. Thanks Brad! Richard helped me, and he was really great. He even found out that the company I work for has a corporate deal and got me a discount! Totally sweet. Plus, the employee that helps you programs their work cell number into your new phone so that you can text them if you have questions. I texted Richard the second day, got a very fast response, and he solved my problem!!! These people are awesome. All of the employees were not only kind to me but to each other which was really nice to see. The management has a great influence in here. I also got to see how they treated a customer who had just gotten a phone but was having issues and they not only remembered her but were very happy to try and work out her problem. I was super scared to leave Verizon....and now I just don't know why!!! These guys were great, and so far I am actually pretty happy that I switched. read more

I literally can't remember are worse experience anywhere than here. I simply just wanted a SIM card to activate myself at home since I was trying to reuse one of my older phones that used a slightly larger sized SIM than the iPhone I have that broke and was replacing temporarily. I mentioned this to the first person at the door and they said I still had to wait; fair enough. Well, this wait was over 45 minutes and when I finally get somebody to help me they said they can't give me one because I wasn't yet an authorized user on the family account I'm on. Why is this necessary for a replacement SIM that I'll be activating myself at home? Of course I get no real answer to that question. I leave and very shortly after come back with somebody else on my account that's 'authorized' to have them hand me a small piece of plastic. I show up, explain to the same lady at the front taking names that I was asked to come back and that I would be helped right away. I get told "sure you'll be next" and then get placed 8th in place to wait in line on the screen Q. Well, I was by no means next and now it's 8PM with an hour left till closing and there's TONS of people waiting other than myself, all very irritated. A couple different people waited 20 minutes and then gave up and left which I think myself and everyone there should have done too. There are four employees working; one with a tablet that just stands around at the door putting people on the list, one helping a family (normal) and then two literally doing nothing. I overheard them just talking about unrelated things to work and quite literally fidgeting behind the desk and every minute or so going to the back room to get nothing nor move anything there. Throughout this entire time NOBODY is asking any customers about anything, offering any help or even an estimated time. They just gave customers grumpy looks like they're at fault for something. Time passes by and nobody new is being helped, one employee grabs her things and leaves and now its 9PM (store closed) so they lock the doors to keep others out of the store. So this should mean that the girl holding a tablet greeting entering customers can help the ones already inside the store right? Since she has nobody to add on the list now that no one can come in, right? NOPE. She's just standing there holding a tablet doing nothing other than staring at different things in the store. STILL, no customers (of which are easily more than 15+) are being told anything or helped. The one employee who's been helping a family from when I stepped in is still there taking it slow. Finally they start calling names on the list and of course the majority aren't even there anymore since they left angry from the long wait so I'm up next. It is now 9:15PM. Despite being frustrated with the amount of time I've wasted being patient I keep my cool and politely ask about getting a SIM card so I can go home and throw it in one of my old phones. What do I get? "Sorry can't do that. It's 9:15PM and the system is slow, crashes, can't" What!?! "Yeah the system is like closed I cant" In my head I'm thinking: THEN WHY IS ANYONE EVEN IN THIS STORE, WHY HASN'T EVERYONE ELSE BEEN TOLD THIS. ARE WE ALL JUST WAITING FOR PHONE CASES OR SOMETHING!?! She realizes I'm not at all happy and by some miracle she's suddenly able to give me a SIM and even activate it but doesn't say anything through out this all. Just stays quite and hands it to me. At this point I didn't have the time to sit there and question it so I left far from satisfied with my experience. NEVER again bothering to step foot into this poor excuse for a store. read more

ATT is the WORST. It's hard to understand how this company is able to misuse the public like they do. I've not had service since November of last year because the equipment for the TV and internet was not working properly and they failed to come out to changed the equipment at that time. I was also billed as behind in payments when I was on autopay and have provided updated credit card information. When I called to explain this to the customer service representative she told me that I was "lying" and that I was not on autopay. When I insisted that I had been she hung up on me. It's now April and I've spoken to countless employees and supervisors and they tell me they are only authorized to collect what is now a $350+ bill and that is all. I've read numerous reviews on ATT and none of them are good. ATT has a clause that they cannot be sued in a class action because they know how angry the public is with their awful service. I've been on the phone for over two hours today and that's just today. After getting nowhere for over 5 months now I paid the bill for 5 months of no service. I am looking for another company. If anyone has any referrals for a responsible tv/internet carrier that covers San Marcos, CA, please let me know. Thanks all. ATT IS A LOUSY COMPANY read more

I will definitely not be signing a new contract. There are hidden fees, unhelpful employees who lie, and I'm forced to continue using there services because the cancellation fee is too expensive. Word to the wise: Don't trust them and do your research before committing to something because they will always hit you with some fee. The employee who helped me when it was time to get a new phone seemed very knowledgeable and suggested I add an extra line instead of upgrading or some BS and ended up completely screwing up my whole family's plan. read more

Returned to this store yesterday to exchange a phone my brother purchased for my mom and buy another LG. Granted, it was a Saturday and they had five or so customers "in line" when we arrived, BUT we waited for an HOUR while people below my mother (#1) were being helped, one by one. After waiting an hour, SIX employees were standing around a table chatting while customers waited. TOTALLY UNACCEPTABLE. I am posting a video of them. As I filmed them, Brian (seen walking towards us) came to "help us." I explained that we wanted to return one phone and purchase another. As soon as he took her cell phone number down, he sat there with a blank look on his face, then said he'd "be right back." He disappeared for around 15 minutes, at which point I was livid and approached a female employee to inquire and, yes, complain. She was very apologetic and went to see where "Brian" was. Another couple was waiting beside us. They joked that there was a luau going on in the back. They, too, were not happy campers. Apparently, the gal who was helping them disappeared in the back room. Is there a black hole back there? A few minutes later, Elham came out to take care of us "because he was the one who helped my brother." (Seriously, why did he need to help us? A simple return of merchandise and a purchase on an existing account? Shouldn't any sales rep there be able to do this? Brian? Oh, guess not....) Elham was wonderful. The rest were useless. When I told my brother about our experience, he had had the same experience when he was there a week prior; he agreed that Elham was great and the rest were terrible. The obligatory one star is for Elham. All I can say is after this contract runs out, I'm very tempted to switch my mother's phones to Verizon down the street. What should have been a half-hour transaction turned out to be two hours of hell...not to mention missing a great deal of my grandniece's 2nd birthday party. read more

If I could put Zero stars as well I would. Assisted by: Adam Abarca assisted during the first week of November 2013 I have 3 phones under my plan... one for me, my wife, and my mom. I went in to go get my mom a new iphone 5 and transfer her iphone 4s to my wife. This got done and then when I asked to add my employer's discount that I receive to my account the associate said we would have to create a new account under my name because my mother was the primary on my account. I agreed. A few days later I got billed for our regular amount of about 195 and then an additional bill of 60+ dollars. I couldn't understand how in a few days I would already owe the 60+ dollars in charges. I called the AT&T customer service and they confirmed that this was an error. They also confirmed that Adam only switched over my phone number to the new account. My wife and my moms lines were not under the "new account needed". I spent hours on the phone and ended up with them saying I would have to go back to the location we went to to have this fixed and the customer service rep said she would notate my account saying that any additional fees charged would be waived. I called AND emailed Adam. NO RESPONSE BACK WHATSOEVER. I called the branch and talked to the supervisor. She simply responded saying... " He said he called you back". When I explained to her my situation she gave me another phone number to call. I SPECIFICALLY asked her to verify that the department phone number she was giving me was the correct one. After putting me on hold she gave me a phone number to call. I called that night ... and it was the wrong line number. The customer service rep was very polite and was trying his best to help us. In the end he was saying that they DID have the authority to fix this in the store location. He unfortunately could not fix this and we would have to call another department. This department was the correct one FINALLY... but we had to wait a couple weeks for all of this to work out. They reimbursed us fees and what not. I checked my bill this morning, however and saw I got charged text fees when I still have unlimited text... and it shows on my bill I got charged for the unlimited text usage. So why I was charged both for unlimited and text usage I dont know but I'm going to have to call AGAIN to get this straightened out. Also the person fixing our lines asked if we wanted to switch to a 700 plan that will save us $10.00s a month and give us more minutes. Sounded great! I got charged an additional $70.00s for this. No where in the conversation did she disclose being charged an additional $70.00 to switch to this plan. If so I wouldn't have agreed. To sum it all up. Because of this store and their service I now have spent a WHOLE MONTH trying to fix my billing. Thank you Adam and your manager for your assistance. If you didn't guess.... that was total sarcasm. read more

Do not get home phone or internet from ATT if you actually need to use the service. It take at least a week to get someone out if they show up. If they cannot complete the job it will be another week. Everyone is great until you need service then the true colors show. Have yourself the stress go with another vendor. read more

Att created two accounts under my name and started charging me double for cable and internet. I had set up auto pay with the first account and they kept calling telling me I was passed due because the person who set up auto pay before, did it incorrectly. I brushed it off as a minor annoyance of having to re set up auto pay every two months until one day... Nope. Everything is cut off and I all of a sudden owe them over $1000. I spent over 16 hours on the phone until I could get it resolved. One instance I walked the rep through some very basic book keeping and arithmetic to prove how they messed up. She eventually agreed and still said there was nothing she could do. I would have to either pay the 1000 or continue to have BOTH accounts suspended but continue to accrue a monthly subscription fee. I could only cancel AFTER paying the 1000. In a fit of rage I started talking gibberish and offered to pay. The change in this woman's voice woke me up. She sounded sooo happy that she had convinced some poor sucker to pay an extra 1000 to a filthy corporation full of liars, cheats and criminals. It took 16 hours but we got the fees waived. All these cable companies, they purposefully design their customer service infrastructure in such a way that makes the customer exhausted and give up. You cant though. They are a business and eventually they'll realize the resources you're tying up is costing them more than the amount they planned to scam you out of and they'll eventually give in. I started recording all my conversations and I was so close to posting to YouTube, going on as many technology based forums I could find, reddit and my local news before they FINALLY gave in. Uverse is pretty nice though read more

This is not against the salesperson at all...It's AT&T in general. We went in to get two new phones (based on a letter my husband got from At&T with Direct TV)...we have direct TV so they had to check if existing customers were, included. YES, ok..now on to the phones, We were told in the letter that $200 trade in, JOKE! They told us our phone thru t-Mobile were worth $5 bucks each!!! No you cannot get that trade in. Next, Yes we have a government job (suppose to get 17% - 48% advantage) NOPE you can't have that discount because the "government job" you work for doesn't qualify!! Next, ok we will forgo the $400 on the trade in with phones. Before setting up they came and said we would have to put 20% down for the phones!!! Ok AT&T...you are not getting our business, as you bait and switch!!! read more

AT&T is Evil and it looks like I'm not the only one who thinks so. This is one of the worst cell phone services, if not the worst. There is no reason to have bad customer relations, the endless questions, the big brother mentality, excessive charges, years of being over charged for things I never had! After 9 years of AT&T I am SOOO glad I got away. I will never go back to AT&T. I gladly paid the parting fees. I do NOT recommend AT&T. You would think when you sign a contract you are going to get something reliable and stable. NOPE. Huge hassle. My mother was without a phone for over a solid month. She is way too old and I'm too far away that if anything was to happen I wouldn't know because she can't call! I have had zero problems since I left and I even get discounts for staying with the company I am now with. read more

They have awful customer service , more than 50 days , me and my husband call them to come to install our internet, but every time they tell us , we don't have your unit number , we wrote for them our unit number when we was in their store for the first time, after that every time that I call them or chat with them, I wrote my unit number, unfortunately, I didn't see their star is 2 , Please never go to their office, if you have to choose At&t , it is better to go other store not El toro , read more

I will never go here again! This man was INCREDIBLY rude and basically pushed me out the door. I will do everything I can to avoid AT&T stores. read more

My sister got my parents a wireless landline and mobile phone years ago. My parents are now 93 and you can't do a thing on-line or over the phone without a password or passcode. My parents can't text message so I literally have to pick them up and haul them to the nearest store to get anything done, including address changes. A royal pain in the booty. So now my mom and I are at the store and get a passcode. BUT! They aren't allowed to cancel accounts in the stores! SO we have to call in to a special Retention line to cancel. A ROYAL PAIN IN THE ASS!!!! Sitting here with my mom on hold for 14 minutes now. There is a reason why they call this phone department RETENTION. They make it difficult to cancel so they can retain your account. I'd advise against using AT&T for seniors! read more

We'll it makes sense why this place only has two stars. I walked in this past Wednesday and was greeted right away and was put on a wait list (never knew that existed) told the guy I was gonna grab something to eat and gave him My number. Never got a call. Plus i couldn't wait too long, because I was coming In between my free time of work and school. Came in this morning, and no one said a word to me. All associates were busy But not one acknowledged me, or let me know it would be a minute, could of said anything!! Walked around for 10 minutes then left. I get it's a business and I'm not the only customer. But I'm not gonna chase around associates to get someone to assist me. It's called Customer service for a reason. Service your customers. Easy as that. read more

Looked so empty when I walked in. Nope 45 min wait, so I was told. Thankfully, they must have overestimated the time because they got to me in about 15 minutes. Also, the lady that helped me was really nice. I think a lot of their salespeople speak Spanish too because I heard quite a bit. That's def a plus if you want help in spanish. It's a huge store that took over the flame broiler space next door. Be VERY careful backing out of parking spaces there. I swear it's like bumper cars there are so many accidents in that treacherous parking lot. read more

Went in to try to get a GoPhone card and port over an existing number. The rep from the store over the phone told me this was possible. The sales guy I spoke to in store told me this in fact was not possible. What is the commission for this kind of sale just not worth it bro? Anyway after a discussion with the sales guy I went back to my car to continue over the phone. I was put on hold. I waited for a bit and I decided to run my next errand at the cox store across the street while on hold. I finished my errand at the cox store launched the yelp app, typed up this review, and as of the completion of writing of this review, am still on hold! Edit: After a conversation with a corporate support rep, I went to the store in Aliso Viejo and they tried giving me the same schpeal as the other sales guy, but I pressed and eventually got the number ported over! read more

Horrible customer service. They will go out of their way to help you least they can. You will leave with nothing accomplished and a slight feeling of disappointment. I came in to exchange a phone that I bought less than a month ago, still within the 30 day policy. The worker that was "helping" me took the phone into the back to inspect and came back out saying that there was a crack on the inside behind the back cover. I'm not sure how that could've gotten there since it was a new phone that I had purchased from AT&T not long before my visit. I don't know why it was even necessary to bring the phone into the back to inspect, instead of inspecting it in front of me. Moral of the story is to keep an eye on the workers if you do go here because they will screw you over with any chance they get. I would give this store 0 stars if it was possible. Go to any other AT&T store in the area if possible. I went to another one a few minutes away and the workers there were a lot more helpful and respectful of their customers. read more

Second visit to an AT&T store today and this one was no more helpful than the first. Trying to get an Esim, which per AT&T customer support we had been told was available. Staff and on-duty manager Noah stated that esim was not available despite prior store and customer support telling us they were. Staff argued with us that this has not yet been released. Called customer support while in store and they are mailing us one. AT&T needs to train their staff and get their act together. read more

Manager tonight was very helpful with all of my issues. I've been having problems with AT&T for two years now with no results, and manager solved everything i've been getting ignored for when calling their services over the phone. read more

I had some issues with bill and acc. The new manager Ezea helped me to solve it with the president's office. Thank you.

Right when Rafael started helping us he helped to the best of his ability and tried to get us the best deal possible. He has been the best in store rep that has helped us at any location. He brought us water. The time was cut in half for how long we usually spend at the At&T stores read more

AT&T Store - This the water he brought us. Very great service. Thank you Rafael. - Mobile Phones Near Me - Lake Forest, California

Poor customer service, semi-clueless staff (first time dealing with phones apparently), snotty attitudes, no restrooms for customers. Legitimately, a terrible combined recipe. Desperately need to start from scratch with new staff. And for haven sakes have a bathroom, don't make your customers wait here for over an hour, spend dollars, then force them to walk down the street to use a restroom. Gigi and Eric don't belong here, they need serious attitude adjustments. read more

As a business owner, service is all important as is trust and ATTITUDE. I currently have Sprint, I get incredible service at the Sprint Lake Forest Corporate store, but their coverage in the area can be spotty. So, we decided to go with AT&T. I have visited this store at least 3-4 times between 4:00-4:30 for at least 20-25 minutes on a Tuesday or Wednesday.There is no one to be found for SERVICE or questions. They are either at one of the Kiosk tables or B.S.ing amongst themselvesor in the back. I do know I was never even approached... I finally made the order to move my numbers/phones by phone with AT&T. I haven't even received my new HTC/Galaxy phones, but I called THIS store and explained that we wanted to drop the phones off on a Saturday afternoon and they could take their time activating the phones and transferring the data, pictures, texts and such. If AT&T is going to charge me $40 for activation, they damn well can do the activation. When I called, their response was, "naaaw, we really don't do that, but I guess we can activate them". Are you kidding me, every corporate AT&T phone number said, that is THEIR JOB. I then called the Aliso Viejo store and their response was, yes of course we can do that. Let's see, Aliso Viejo can do it and they are a small corporate store, Sprint can do, but this AT&T Lake Forest store won't OR can't OR they are just too damn lazy to be bothered. My phones will be delivered next week, maybe this is just a sign to stay with Sprint, I do love my current HTC M8! I am glad I found this out now. I just got off the phone with AT&T New York, they have asked for an acounting of my troubles with this corporate store and when the phones arrive, I'll call AT&T Customer Care and get my RMA Number to return. I'll take this as divine guidance... Thanks! read more

I was helped by the store manager Brandon and he was very friendly and knowledgeable. He was able to help me with all of my issues when I came into this store without any problems. I've had bad experiences in the past at other locations and now this is my store to go to! read more