This is the EXACT same review I originally posted on Google reviews: When I come across stellar customer service I believe in giving recognition to the individual providing this. Alex who is an assistant manager for the AT&T Monterey retail store is wonderful, kind, and extremely professional. I have 7 mobile phones and 2 data lines that I needed assistance with. Others might find this a bit overwhelming but she was very fast and efficient in changes that I needed with my account. While she was assisting me, she was also multitasking, and answering questions that her team needed help with. She did not miss a beat. All the while she was smiling and maintaining consistent positive energy. I am an Operations Manager and I truly believe in being a good example to my team. Alex is talent that I see going far! I hope that her leadership team truly sees her. She is upper management material! Alex, keep up the fantastic job! Thank you for providing THE BEST AT&T EXPERIENCE! read more

Poor service. The untrained and rude staff will leave you frustrated. It's best to go online if possible (which is another level of pulling teeth), or travel to another branch. read more

If you rounded up every rude and untrained customer service agent you've ever met and put them under one roof you'd have this place. Autistic cats have better people skills than these employees who couldn't care less about your needs and can't explain anything properly. Why major companies like AT&T can't train people better is a mystery, but after years of this nonsense I'm headed to a competitor. Save yourself the frustration, stay away from this store. The one in Sand City is much better. read more

Alyssa was great. She helped with our son's watch last week. She also helped upgrade our daughter's phone a few days later. Shes patient and sweet... not pushy at all. Ask for her! She will take care of you! Thank you Alyssa! read more

An ATT Customer elderly lady tried to go to this store to charge her phone because the power went out at her house. They refused her even sitting in the store let alone being able to charge her phone for 15 min. What a joke read more

I am sitting in the store trying to leave AT&T for another service and they literally can't help me. They are making me call 611 which I tried three days ago. They have impossible wait times and no actual option to get help leaving their service. They gave Me incorrect info to get to an agent and it hung up on me as a result. read more

The 1st time we went in we had a bad experience. Went in to ask a simple question. Called them all day and they never answered the phone so we finally went in person. Couldn't talk to anyone unless we signed in, and the sign in process was ridiculous. We just wanted to ask a quick question. You have to make an appointment, & the machine said the 1st available appointment wasn't till the next day, even though the huge store was practically empty and the only employee we could see/hear was just talking away to a customer about Valentines Day and didn't give us the time of day. After several minutes we ended up leaving without being helped whatsoever. Terrible business model! Update: perhaps they read my review because the next time I went in (had to go back to pick up the phone we had already ordered) the experience was much better. That time a man told me not to worry about signing in and helped me right away. I changed my review from 1 star to 2, a slight rating improvement since the first visit was so bad read more

I've been calling for hour and nobody picks up the phone. As big as att is they need to train or hire more people to get the job done. We definitely pay for it read more

We have never had such poor service, bad attitude, unprofessional conduct. STAY AWAY FROM THIS STORE! They were rude, gave misinformation to my wife, and used hard sales techniques to upsell us to things we did not need and did not want. I bought my wife a new iPhone, but AT&T sent the wrong color. Mistakes happen, we understand that. The problems got worse when my wife went here to exchange it. The sales assistant, Nelli, first approached my wife but didn't listen to a word my wife said. This was clear because she asked questions that my wife already answered. Nelli's entire behavior was sassy, rude, and unprofessional. She then said she would have to charge another reactivation fee! When my wife explained that ATT online said it wasn't necessary, Nelli gave her a look like, we'll see about that! Nelli said she had to ask her manager a question, taking more time than reasonable, just to return to say she was going to leave on a break and my wife would need to wait about an hour. Really??!! Then she gave another look at my wife as if to say, see what I care. It was clear that Nelli did not care at all about my wife as a customer. She needs customer service training to include active-listening techniques and anti-bias training since I suspect this may be part of it. I don't appreciate any sales person being rude to any customer! The other highly unprofessional employee was Adolfo. He was nice but said he needed to step away to help another customer and would be right back. He then just disappeared, keeping her waiting for over an hour! It was probably his dinner time, but he should have shown some courtesy by letting her know he needed to leave. You just don't leave a customer like that. The employees tried to sell my wife an insurance plan and a NEXT contract, which we did not want or need, but used hard-sales techniques, pressuring her. Now, she's strong enough to stick to her opinion, but the salesman was tough on her. No customer should have to put up with that. Finally, Alonzo stepped in to see if my wife needed help, and she appreciated it. Alonzo was very helpful, kind, and took the time to show he cared about her. Keep in mind that it had been almost 3 hours to finally get some help. To add insult to injury, as they say. They charged a $55 restocking fee, even though AT&T sent us the wrong color phone and the replacement was never even turned on. Once again, no one listened. At that point, just get out of there! STAY AWAY FROM THIS STORE! I wish I could give less than one star -- the store doesn't even deserve that. read more

Worse place I have ever been . I went in to buy a new phone . The Girl with the long dark hair was such a crabby Patty! She wouldn't take no for an answer on why I can't have AT&T at my place on the beach . I had to install Xfinity . After 2 days and 3 hours on the phone with AT&at no problem but she wouldn't let up about the internet. I wanted to buy a phone . Not get internet! I was so frustrated I walked out ! Then I called the store manager named Cathy. I believe she said her name was who knows but , she said I had a tone of voice with her because I was trying to buy a phone not get internet . And My other two houses 1 gets AT&T Internet one of them does not. But that's not the thing I was trying to buy a phone not get Internet and she would not stop asking me question the rudest manager, and the rudest representative ever I will never go back to that store. I hope they fall on their face.if I could give them a Zero I would ! read more

Caution, if you visit this Monterey AT&T store, make sure they give you your price and sign it in writing also hold them to the delivery of your direct TV packages. The Manager Alexis Victoria was horrible!! They get you to sign up for one thing then call you to make you go to another increase package by telling you they can't give you what they sold you. I wasn't the only customer having problems there. We contacted a ATT area manager and he helped us. He looked at our account and said it was all wrong.. He discovered things that would have gotten or monthly account over $180 a month . Don't go to this store!! read more

AT&T Store - The ATT store in Monterey - Mobile Phones Near Me - Monterey, California

Never do a contract with this company. I signed a contract 3 month ago to pay $25 per line but the first month they charged me $45 per line in 2 phones. I tried to talked with the manager Durbin but he was not interested in my case and told the staff to tell me that he has meeting from Monday through Friday and iz not available to meet with him. read more

Adrian... terrible customer service. I waited in this store for an hour, while I was 2nd on the waitlist. Adrian comes to help me and gives me maybe 2-3 minutes of his time. He said "you have to go to apple for this" I went to apple and they showed me in 1 minute how to delete my old phone off of my find my iPhone, which I could have done in the AT&T store. I did not need to go to Apple at all, and then I come back to AT&T a couple minutes later and they want me to wait in the hour long line again. Adrian what is wrong with you man, then you blame Darwin cause he is the manager that helped me 4 days prior. read more

Juan was a very impressive young man. He was engaging, knowledgable, anticipated our needs both here and at our other home locations. We came in to deal with my IPad SIM card but ended up learning all about our cruise package options and how to sign up. He also talked to us about AT&T/Direct TV Cable options and showed us the box that is easily transportable. He was a wealth of knowledge and should be rewarded for his excellent service. He is by far the best representative we have had at AT&T or Apple. Thank you. read more

This is the first review I've ever written - but I've had a terrible experience twice now with a customer service technician - Alfonso M. If I were you I'd check the name tag to avoid going through a similar situation. He has been extremely rude, apathetic, and dismissive both times I've been at this store. I let it go the first time because I thought he might just be having a bad day, but his lack of ability and willingness to help customers is clear now. 3 stars because the manager - Kathy - is fantastic and resolved everything both times with grace, professionalism, and efficiency. read more

6 people standing in the store. Asked one question referred to Apple Store. I pay an exorbitant amount each month to have cell service from this company and no one was interested in how to fix my issue. read more

outstanding customer service. Very knowledgeable and helpful. Highly recommended for Apple Watch and ohone

During our recent visit to AT&T, Jose Zamudio, the Retail Sales Consultant, provided us with an outstanding experience. Jose's friendly demeanor and approachability immediately put us at ease as we sought a new phone for my daughter's birthday. Throughout our interaction, Jose displayed a remarkable level of kindness and friendliness. He patiently answered all our queries and took the time to address any concerns we had. His willingness to ensure we felt informed and comfortable with our choices was truly appreciated. Moreover, Jose's expertise in the field was matched by his warm and welcoming attitude. He made the entire process enjoyable and stress-free, guiding us through the available options while ensuring we found the perfect phone for my daughter. Additionally, when it came to switching our existing account to a new one, Jose's friendliness persisted. He seamlessly handled the transition, transferring all our devices and phones while maintaining a cheerful and helpful attitude. In summary, Jose Zamudio's combination of expertise, friendliness, and willingness to assist made our experience at AT&T exceptionally positive. His pleasant demeanor and willingness to go above and beyond ensured that our visit was both productive and enjoyable. Thank you, Jose, for your outstanding support and amiable service! read more

Scammers/ untrained workers. I was changing from a no longer needed share plan to an individual plan. They just scribbled on a piece of paper a monthly rate $20 lower and did not explain that I no longer got hotspot and added $17/month protection (I did not have this on my previous plan). read more

Stopped in to buy a new phone since mine had broke. Ended up getting an iPhone 14 and love it so far. One of their store associate "Adrian" helped me out answered all my questions and informed me of all deals products sales etc they had going on and made it a fantastic experience. Thank you for choosing the right phone for for me keep up the good work highly recommend you check this place out for all your phone/accessories needs. read more

AT&T Store - iPhone 14 - Mobile Phones Near Me - Monterey, California

One star for the Manager, Bravo and a GOLD star for the associate, Nicole equals a two-star review. Upon my arrival, Nicole checked me in and asked that I wait for someone to assist me but after seeing several employees walk by ignoring me, Nicole came over and asked how she could help. As the screen on the phone that AT&T sourced and sold me less than a month ago went out, I was in need of a quick solution. To better help me with that solution, Nicole got the Manager, Bravo, involved. However this was an unfortunate encounter as Bravo's arrogance prevented him from successfully deescalating my situation. Calling me "man" in association to my age instead of addressing me with the respect all customers deserve, regardless of age, didn't help either. I wonder if female customers are treated with the same disrespect... Does the Manager address young female customers as woman or girl? I'd say not... Avoid Management at all costs and stick with Nicole. read more

At the time I was visiting , I happened to be carrying my AT&T phone with me. I was having a small issue with the camera in my Note 10 Samsung. So I stepped into this store to seek a solution. Unlike the lack of attention I get at my hometown store, this store has far better customer skills. That was a real plus to me. They greeted me almost before I even opened the door to step in! What a pleasant surprise. So the staff member recognized the issue I was having with my camera phone and in ten minutes he had my phone camera working once again. Such a great store. I just wish all AT&T stores were like this. read more

Whatever you do, don't expect it to be quick, even if they tell you it will be. They told me five minute wait at the door and it's been thirty so far and there is still "one online order ahead of me". One associates only job is to check people in at the front door. Another associate is on a personal call out on the floor. Hopefully they help me before they decide to close the store for the night. read more

February 2020 I went into the Del Monte store to find out current AT&T wireless rates. I had been a long time happy with both Verizon wireless and Comcast WiFi customer.The reason I was looking into new cellular service providers was because my new office was located was in a black hole with no coverage at all. I was told that day that if I would be willing to switch over my wireless service and home Wi-Fi they would charge me a bundled rate of $60 a month which was what I was paying for my Wi-Fi service with Comcast alone. I agreed to sign up for both services under that offer. I was then told that I would qualify for a promotion they had going on where I would get a new iPhone X S but I had just purchased an iPhone XR months before so I declined. My salesperson was in training so he had a manager or more senior salesperson following him and helping out and he was there during the period where they were promoting this free phone. They continued to push the free phone saying I could give it to a friend or my parents but I declined over and over. They continue to push the phone saying it's free it's a promotion it's free you might as well take it it's free you might want to use it if something happens to your phone. I finally agreed because they wouldnt let up. I figured I would just put it in a drawer in case something happened to my phone. What they didn't say was that there were conditions - a 30 month contract tied to that "free" phone. It was in the fine print. I had my monthly wireless and WiFi bill get charged to one of my credit cards. My monthly utilities get paid automatically and I don't worry about them. Fast forward 7 months later I happen to be reviewing my credit card accounts for another reason and I see AT&T is charging me $100 monthly. I was outraged! My bill was supposed to be $60 a month! I then find AT&T is also charging me an additional $60 on a different credit card! All told AT&T was charging me $160 a month when I was told I would be charged $60 a month. I called AT&T to ask why I was being overcharged and of course they do what they do best: keep you on hold then transfer you to someone else who does the same and this goes on for hours. I finally had to decide to cut my losses and lose out on $700 of being overcharged by AT&T I canceled my wireless service and went to Red Pocket which I've had now for a few months and I highly recommend it. I've had better service and cellular coverage than I did with AT&T. For this I pay approximately $13 a month. So I'm saving almost $90 a month for better service. Several times lately I have tried to send a text to a friend I'm in the same room with but she cannot receive it because her signal is poor. She is an AT&T customer - for now but she's currently changing over to Red Pocket. There are so many other much less expensive cellular options now days between Mint Mobile, Red Pocket and many others that to pay more than $20 a month is insane. T The clincher and reason why I am writing this scathing review for the scam company that is AT&T is that recently I looked up my AT&T account and notice I have a balance of $645! (I only went on my AT&T account because I still have AT&T WiFi service and my current download speed is 0.81 when I'm paying for 75.) How could I suddenly have a balance when my monthly fee was automatically charged to my credit cards and I had no balance when I transferred cell phone service? I called AT&T and I was told that that free phone I rejected and refused three times and which was pushed upon me turns out it wasn't free. It was promotional which I have just learned means SECRET CONTRACT. AT&T will tell you you are receiving a free promotional phone bit in the fine print somewhere it states they have you under contract for 30+ months even though technically your wireless service is not under contract they have you under a contract because if you break this secret contract you will be responsible for the cost of the free phone which turns out isn't free. Do not be deceived! If you are foolish enough to ever go with AT&T for any service have the manager of the store give you a letter in writing stating what you were going to pay and for how long. I was told and I signed a contract saying $60 a month and I was charged $160 a month because they neglected to bundle those two services and instead set them up as independent which is their error yet I was made to pay for it. Now stop wasting your money and look into one of the many $10/$20 a month unlimited wireless services. I switched and I am kicking myself I didn't do it last year when my friend told me about it. read more

AT&T Store - Mobile Phones Near Me - Monterey, California

I've been with AT&T for more than 14 years !! At the beginning the plans were overpriced but in the past 3 years the plans changed and are more affordable, specially if you have a family plan . People working at the stores need a little more training and costumer service skills. read more

Manager was dismissive. Been in for the same problem several times. I have mobile, internet and Directv with AT&T and they couldn't be bothered to actually solve the problem. Just kept passing the buck. Verizon/Xfinity here I come. Been an AT&T customer for 19 years. You'd think they would care even the slightest. read more

I have been with AT&T for well over 20 years. I have to say the technology is usually very good with only sporadic issues, very infrequently. It is expensive, but at least it is pretty reliable...until today. There was an outage and no calls could be made. Working from home post pandemic, I require my phone. I was trying to see if it was just my phone and I drove by. There were two young workers, male and female. Adrian was fielding the questions....a regional outage, no connectivity and no estimated time up, maybe tomorrow. I asked a few questions to see what details were available to determine the next course of action. Understanding this was not Adrian's doing, and that he has been standing in the front door feeling questions, he probably had little updates. Then Alondra chimed in. She started with attitude and went down hill. I never assessed any "blame" as I assumed it was some technical or other issue. She would drop her shoulders and roll her head forward saying "there is nothing we can do." OK, let's start with your job. You sell things. I get it. But you don't like to answer if what we buy doesn't work. "It's up to the technicians." Thanks. That really isn't helpful, We are customers. I am not demanding answers from people passing a message. But the attitude is something YOU control. YOUR attitude is YOUR responsibility. The message you are sending, by NEVER saying I am sorry or sorry for the inconvenience. Nothing, I even said that starting with I'm Sorry would be helpful. The answer, "I understand." No you don't. If you understood the next words should be along the lines of I'm sorry for the inconvenience. I understand that people may not be able to handle it or are not trained for outages because they happen so infrequently. And I am absolutely NOBODY important to AT&T, having spent over $20 k with them I am sure it is small potatoes. But not apologizing for the inconvenience and coping a really entitled, selfish attitude as a sales person says, " I am here to sell you something and if it doesn't work, I am not sorry." Not sure this is the right mode to be in. I want to give props to Adrian who did as good a job as he could. He had to field everyone's surprise. Alondra should be retrained and put in a non customer facing position. Not caring is not service and not customer focused. read more

If you want to pay too much for poor reception and on top of that get horrible customer service; then this is the place for you. Not only was the store employee poorly trained, but he was arrogant and flat out rude. I will not go back to this store again. Instead I will stop by Verizon to see what they have to offer. read more

When setting up a newly purchased iPhone, the salesperson skipped the "Quick Start" option to perform a device-to-device migration of all data directly from the old device to the new one. He incorrectly claimed we'd have to restore from either a local PC-based backup or iCloud. I tried calling the location afterwards and my call was never answered. A couple days later I got through, but they didn't seem concerned regarding the inconveniences passed on to customers. Search online for "HT210216" for how to do it yourself. read more

AT&T Store - Search for HT210216 on how to perform device-to-device transfer of iPhone data. - Mobile Phones Near Me - Monterey, California

Called to ask a question about SIM cards for my father in law. Woman who picked up the phone was snarky-- repeating my question out loud to her coworker and I could hear them laughing in the background. Interrupted my follow up question and was very loud over the phone the entire time. Just trying to get information for my father in law who lives overseas... overall not a great experience read more

Zero stars for service and lack of professionalism! First off ive been coming into this place for the past 2 years and Jose a so called manager is a liar and completely unprofessional he even almost cried after calling him out on lieing to me and everyone before him ! I came and addressed a on going pre-existing issue because I was being charged almost double my bill amount! After talking to the first person that helped me he told me that my plan had never changed at all when 2 months ago in August 2022 Jose changed it for me to what I requested! But then coming to the store today he said denied to my face doing anything ! And he said him self in front of staff and other customers " he doesn't care if I switch over to verizon because hes not to credit anything and he doesn't care ! I I told him i don't need anything credited i just need a consistent bill every month and the issue to fixed and asked for another manager he said there is no one above him and asked me to leave even though im there to pay my bill and fix the issue ! So I went directly over to verizon next door and changed carrierers it was 20 dollars less then at&t for the same plan Witch I didn't want to do but due to the lack of professionalism at at&t it was a easy choice! So when you go to this store ask for Jose and ask why he likes to deny responsibility proclaiming to be the the boss of the store! Most unprofessional experience ive ever had at a cell phone service provider store anywhere! At&t wont take any accountability for this and lets him get away with lieing to his customers! read more

I've been coming back and forth to this AT&T corporate center for weeks and still couldn't get the job done. The job is to help the customer, not raise their monthly payments without my authorization. I'm infuriated with how manipulative they are to benefit their business. I had no sense of feeling or vibes of being serviced in a genuinely way. It's all BUSINESS here. read more

The worst customer service I've ever experienced. I was told when I purchased my phone that the program included free replacement for screen protectors. When I went to replace my screen protector, I was told I was given the wrong instruction and they would not honor what I was told. This store either does not train their staff well or they just don't care what sales pitch is given to secure a sale. read more

Absolutely exceptional service! I was assisted immediately, and given focussed and professional service setting up/ switching phone carriers. A huge difference from thee chat box and robotic service from AT & T's competitor. Also phone reception is tons better. read more

I went into the store to pay my wireless bill. The kiosks were closed and an employee said she would be there in a few minutes. After waiting 5 minutes and no one even bothered to help me. Store was not busy at 7pm on Friday. Terrible customer service. read more

They really need to ease up on the hard sell tactics at this business. Went in to upgrade my phone and the girl told me that I could not do it unless I changed my plan which was incorrect.. and I know it was incorrect because I had talked to AT&T representatives on the phone and they told me it was no problem for me to change my phone without changing my grandfathered plan. Then the girl went on to tell me that the new plan was much better than what I had and it was even cheaper then so I asked her to pull out the documentation of the plans, and she only had documentation for the plan she was trying to sell so I pulled up my plan, and what do you know, the plan she was pushing, would slow my data down a certain amount after only a few gigs, it was not cheaper, and I feel that she knew, but still was trying to push a seal, I will not be going into that store anymore. If they keep doing this, they will alienate all of their customers. read more

Sadly we've been with this company for over a decade. For such a huge corporation you'd expect at least good customer service. Store mgr. Ricardo Ramírez saw a mistake & I unwillingly refused to fix it. Was it just lack of skills or just too busy or lazy? There is no place in this industry for this lack of customer support. Unacceptable : ( read more

I was here on Saturday about 3.30 to fix the voice massage problem on my iPhone . Immediately Jose-Luis the retail sales consultant approached to me and ask for help .I told my problem and he started working on it .I feel so amazing about his customer service skill with very friendly and professional behavior ,honesty and his knowledge about problem solving idea .In the between store managers also came and greeting with positive way .wawoo all team members of the branch look very nice and professional.thank you very much .I will visit soon to upgrade my phone .I recommend this place read more

Check your phone bill. Went in to get an Ipad was offered an "amazing" deal. When I looked at my account info online a week later there was an additional New Line added to my account which I did not authorize. I only authorized the new IPad line.... Will also report to the FCC. read more

Worst ATT store around. Nobody here knows what they are talking about, they just blame all their problems on Apple or Samsung. I just switch to ATT thinking I would get better customer service but man was I wrong, I thought Verizon had bad customer service. My brand new IPhone 14 won't let me update, service is really slow, I can't download apps and nobody here at this store could help me. I don't even think they wanted to. When I walked in, both employees were just sitting g on their phone, didn't even notice me walk in. I called corporate to let them know how poorly I was treated and wasn't helped. I was just told to go to Apple, they would help me. WHAT A JOKE!!!!! Please get your employees trained so you don't loose accounts due to there horrible customer service. read more