THANK GOD I have been an AT&T customer for super long and know stuff about their contracts. My dad and brother bought a cell phone over the past few days.. a smart phone at that and were not notified about the media plans... HOW IN THE HELL DO YOU NOT LET CUSTOMERS KNOW THAT STUFF!! Every AT&T store I have been to has recommend plans, at least pitched an upgrade SOMETHING. Enter me two days later..... my first question Me: "Smart Phone? What package did you get" Dad: "Wait.. WHAT?" After informing Dad about the media plan he called the 1-800 number and lo and behold the brother had already racked up 25 bucks for fiddling with the phone. THANK GOD the people handling customer service were competent and professional. They explained the charges..AND MENTIONED HE SHOULD HAVE NEVER WALKED OUT OF THE STORE WITHOUT A MEDIA PLAN. The customer service rep credited my dad's account and then took the time to explain everything to both dad and brother.. then set my brother up with a correct plan to meet his needs. GO ELSE WHERE for your AT&T needs.... read more

Terrible service from Manager Salvador. I came to ATT&T with my mom. My mother does not speak English and she is partial blind. I am her legal representative. I am not sure how he can be a manager when he LACKS OF CUSTOMER SERVICE. Instead, to feel welcome and a sense that someone was going to help us with an international call non-authorized charge, he began to asked questions that had nothing to do with and tell my mother that probably she did but she doesn't remember. This "manager" blamed my mother and my family in Mexico of probably owning a line from Nicaragua and/or Cuba. We did not know what did he meant with that. He began to raise his voice and his body language was showing how upset and uncomfortable he was. I had to argued with him until he let us go inside the store when there were people in line waiting their turn. I speak English and he said if Spanish was better and I said yes, his Spanish is terrible. I think the other manager Ashley saw he was struggling so she approached, he began to "explain" her, believe me he still was blaming my mom and I am glad I speak English, otherwise, he would say just a bunch of lies to the other manager. I interrupted many times their conversation because Manager Salvador was not saying the real issue. Then, Ashley right away began to help and act. She does not speak Spanish at all; however, you can see what a TRUE MANAGER is. He right away left and Ashley helped us. At least he did something right. Ashley, did research, call here and there, I mean extremely helpful That day the department that can figure out the issue was closed so Ashley had to set up an appointment. My one star is for the TERRIBLE SERVICE FROM MANAGER SALVADOR but I give 5 stars to MANAGER ASHLEY. Updated: I came to my appointment, and at the door was an ATT&T representative, his name VICTOR. He was very helpful and he told us that Ashley won't be able to help us but he can find someone that speaks Spanish. Right away, I told him my experience with Manager Salvador and he said, you know I will help you. He has EXCELLENT CUSTOMER SERVICE. He was extremely helpful and he is such a nice person. He also deserves 5 stars. AT&T - I really hope you take into consideration the type of behavior of Manager Salvador. He should work on his customer service, Spanish and receive a training. My mother is canceling her service with the company and she takes a terrible experience from Manager Salvador. read more

This is for ATT corporate, not the store: Writing this while waiting for someone to answer after having been disconnected four times to call about service guys who were suppose to install a new line but have not shown up for the second time. You suck ATT!!! How is it a telephone company is incapable of calling? Your service is a black hole of constantly asking me for my number because you may want to call me but always disconnecting me and never calling. A vortex of young Thai women and men astutely reading from the monitor. A thing that has caused me to devote whole days online and time waiting waiting waiting waiting waiting only to get disconnected. How did I get caught up in your computer corporate void of non-existance? HOW!!!!!! I HOW at this.... don't go gentle, consumers into that corporate night. read more

Would like to thank Gabby for all the hard work she did with our phones for our company they were on time with the appointment polite helpful thank you KR read more

Last September I decided to transfer my existing cell phone line to AT&T and to buy a new phone. I thought it would be an easy move. Also, I was under the perception that a company like AT&T was a good fit for me. I am a handyman and my phone is one of the most important "tools" I have. I decided to open a business line and to transfer my existing number. I went to the AT&T store located in the Del Monte shopping center in Monterey. I was excited and hoping that I will get better service and customer service. Then all things turn out to be a true nightmare. I spent 3 and half hours at this AT&T store to end up leaving it with a new phone associated with a new number and my old phone with a different number! I am not kidding. The old phone got his number changed and was unable to make calls, just receive text messages. And the brand new phone could only be used to make outbound calls with a different cell phone number. Let me break it down: - Something happened while the AT&T agent who took care of me (Alexis) and my previous cell phone company transferred my cell phone number. I ended up losing my original cell phone number In addition to that, my new phone I just bought was now linked to a new number. The agent was unable to identify the problem nor to solve it that day. -That same day, the agent (Alexis) and someone who was introduced as the manager (Drew) both committed that the problem will get solved rapidly and that they would take care of it and follow up with me as fast as possible. Alexis gave me his business card as well as his cell phone number. Since that day nobody from the AT&T store ever called me. I called the store multiple times the following days as well as Alexis but they never reached out to me nor returned my voicemails, not even once. Like if nothing ever happened. -The following days (while I was out of town on a job) I did spend hours calling the AT&T customer services department, I spoke to multiple agents from multiple teams (Line transfer, Port...) I had to reach out to my previous cell phone company too. It was FamilyMobile, a Walmart prepaid phone service powered by TMobile. They honestly did a good job identifying the problem and they solved it on their hands the next day. The issue was on AT&T side. It took me days and painful hours to finally get lucky enough to speak with someone who was able to finally do his job and get my problem fixed. All this time, energy and stress after spending $1.450 on a new phone. A month later while I was back in town I decided to stop by the AT&T store to meet the manager just to understand what happened and why Alexis as well as Drew never ever called me even once as committed to check on me? I wanted to know why the store was so hard to reach via phone too? Why would a new customer be treated like I was? Well Alexis (the agent) in front of the manager (Salvador) stated that he had a problem with his phone!??! couldn't be reached nor call anyone. The manager who didn't seem surprised by the agent justification decided to credit my account with $200 for the inconvenience while not really apologizing nor acknowledging any wrongdoing from AT&T. I left this store hoping I would never have to see them again. More than 6 months later I broke my phone while camping. Fortunately, it was insured the day of the purchase. I filed a claim to the insurance company who couldn't provide the same phone and decided to pay me back the full value of the device instead. I agreed but I still needed a new phone as fast as possible to work. Because it happened on Saturday I had no other choice but to go back to the nearest store on Sunday hoping they would be able to help me: AT&T store located in Del Monte of course... My goal was to buy a new phone, make one payment and move on with my day. It was 5:20 pm when I arrived at the store front. I spoke to the same manager again (Salvador) who off course recognized me and stated that they wouldn't let me inside the store to buy a phone just because the only way I could get a new device that day was via an installment plan. No other explanation or sort of support from the store manager. I was even denied access to the store and received the advice to go to the Apple store located at that some shopping center in order to get help. This morning I called the AT&T customer service to verify what the store policy was and I was told that they could have sold me any device I wanted and they could have also done their job by explaining to me that I could have opened an installment plan and made one payment. Instead they did what they obviously do best which is nothing. Nothing in that case was to provide the worst service I could have imagined by purposely not helping a customer like they should have. I am shocked by the lack of professionalism of the management and some team members. I strictly recommend anyone and especially small businesses like me to avoid this store and company. read more

Really Helpful Greeters! They wait at the front door eager to help anyone crossing their path. Thank You for the assistance! read more

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

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I'm more of a fan now that my name is on the account and I can actually talk to people about my phone. The staff can be a little patronizing if you have a problem, but your name is not on the account. Otherwise, they are helpful. The phone selections and displays are nice. I went in when I had a problem with my work phone and Mike was able to help me get my phone up and running again. Thanks Mike! read more

Stopped in to purchase a glass screen protector and cover for my iPhone 6. Upon walking in, we were greeted by a young lady who took my name down and asked us the purpose of our visit. After 10 minutes, our name was called out. Luke was our customer service person who was very helpful, honest about the products and assisted me in applying the screen protector. It's too bad I'm from out of town. We need good customer service like this in every city. read more

Not only this store, the corporation as a whole. My parents have been long time AT&T customers for their internet, tv, and home phone. Luckily we have Verizon for our cell phones! I think we deal with AT&T every other month. My dad was too nice and just kept their services even though their products don't work for us 1/3 of the time and their customer service is not great at all. When my dad passed away we started the process of getting the account over in my mom's name. When we did the process for Verizon all it took was a phone call. When we did it for AT&T it was several phone calls, new account set ups, a huge lag in access to our services, and horrible customer service. 1. We were told by a rep we can go in to any AT&T store to start the process and all we need is my mom's ID. They said Salinas is closest to our location but it was Seaside. When we went to Seaside they said we need to go to a corporate location which is Monterey or Salinas. 2. We head to Monterey. We get there and there are three employees just laughing and hanging out, it's not busy at all. When I explain our situation they are still laughing about whatever they had just been talking about and say they need a copy of my dad's death certificate. 3. We bring it in. This day is MUCH busier and we had two reps in store helping us (Monterey location). They NEVER asked for the copy of the death certificate, the whole in store process took over an hour and a half, AND part of it was me on the phone myself with someone from AT&T. And I asked them why am I on the phone with AT&T when this is supposed to be done through the store?! They said they didn't know. One person was supposedly a manager or supervisor, the other was the woman who told me to bring in the death certificate. 3. After that long process of getting things set up. We decided to have my mom go back to dish to cut back on expenses, get a cheaper package, and UVerse doesn't work for us SO often. They ensured us in between AT&T/Direct TVs visit our services would be fine. My mom did not have internet, home phone access, and TV for 6 days. I was on the phone with AT&T support and they said they needed someone to come out and look for what the problem is and the appointment we already had set up 6 days later is the earliest appt they have. It was very difficult to get work done regarding my dad's passing without being able to use the internet and home phone at my mom's house. We keep her home phone because we live in a downhill cul-de-sac that doesn't get great reception. The only service that works for us is Verizon, but even then we have dropped calls here and there. So this is why my mom wanted to stay with AT&T a bit longer (so we can keep our home phone and have the same home number). We missed a lot of calls when we were finally up and running again. Once my mom feels ready to switch over I will definitely help her make the switch. My Xfinity is reliable, affordable, and I experience great customer service. AT&T Monterey, it's too bad your team is not more professional. Very inappropriate to tell someone to bring in a death certificate while y'all are still giggling about your jokes and then to see us the next day and not even ask to see it and when I offer you a certified copy the same person and the supervisor tells me they do not need to see it. Also, during our long visit in store I should not have to be on the phone with your company when I'm already at an AT&T location. Lastly, when you see a customer is getting clearly upset (my mom was thinking this was never ending), straighten up your act. Instead of addressing us while we were "waiting for things to go through" for the 10th time, you two were talking about the movie that was on the tv in your store. Take your business to places that do not treat their customers this way and remain professional. I haven't experienced a company more scattered and not know what they're doing than AT&T. read more

This is my 3rd time when AT&T store has helped me to resolve my iPhone problems. David was most helpful. Previously I went to Apple store ( across from them) to no avail. They sent me to get help on-line !!! read more

From the moment we arrived to the very end Jose Hernandez helped us amazingly! I can not thank him enough, he definitely knows his stuff . If it wasn't for his lunch break we would have been out in no time . Not to mention his amazing communication skills & sense of humor making us feel comfortable & at ease during our visit. Overall it was a great experience being helped by him! This is the only reason why I'm giving this establishment a 5 because the person who helped us while he was gone needs a little points to work on. Also the manager or supervisor did not even introduce himself or even acknowledge us when he would get near to help at our table . Please work on that ! This is not a complain but a constructive criticism read more

Put my name on a list to be texted when someone was available to help me. Got the text, literally arrived 2 min later, and they had already taken my name off the list. They sent the text 10 min before I got it, which shows how "amazing" their actual coverage is. I ordered two new iPhones. They weren't in stock. They ordered them to be delivered to my house. Then the guy realized he ordered the wrong phone. Both he and the manager say it can't be cancelled, but to take the wrong phone to our Capitola store (closer to home) and the right one would be ordered and waiting for us. My husband got his wrong phone about 2 weeks later. I'm still waiting for mine (supposed to be about 3 weeks- was told from 5-12 days). We did go to the Capitola store where they told us they didn't know about the order, and when they called the other manager he didn't pick up. They did have the phone we wanted so we were able to exchange it. The manager told us the previous store could have actually cancelled the order and reordered the phone we wanted. Except that ironically, the right phone that was ordered is taking a lot longer to come. So if they had just made two mistakes I would have had my phone faster. The whole thing was super annoying and took over an hour and a half at the Monterey location. Not the best day of my life by a long shot. read more

These guys are worse than used car salesmen. Everything they say to you to get you to sign up for a new att phone plan is a lie. I had a bad experience with them years ago but it was just incompetence, now they seem to have moved on to fraud. I went back because they supposedly were offering more for the exchange on my old iPhone than the Apple store. Not only did they completely misrepresent the cost of the new line, they added additional charges that were never mentioned to me in the store. When I got the bill and complained they said I have to call att billing. Their scam extra charges have more than made up for the increase I was supposed to get on the trade in (which I haven't received yet anyway). Do not believe anything they tell you in the store. They are just there to scam you into signing up then dump you on att corporate. Believe all the one star reviews. Don't be an idiot like me and think your experience will be different. read more

10/4/19 5:34pm I would give it negative stars if I could . The greeter skipped me two times .He Saw me slowly leave and didn't give a single regard . I wanted to pull the race card because I'm Mexican and he attended White folks that got there after me...but I am way more civilized than that . I went online instead & got better information on my product of interest . Is the greeter needed ? Why don't we just check in on a computer or on the website read more

I have been to this store 3 xs in last month and a half for my business. Each time they are still not open after 10:15am! Hire a crew that will show up to work! This use to be the store to go to! But since the last month and a half. It is a horrible joke for employees to show up on time! read more

Steven helped us update our plan. He was patient, knowledgable, enjoyable to work with, and super helpful overall.

Bad service. Very bad reservation system. Wasted my time going there. Ended up going to Costco. Got service there right away. I think I'd rather go on line and order than to visit the ATT store at Del Monte Shopping Center. read more

Extremely uninterested unknowledgeable sales person trying to up sell their stuff. Avoid when possible.

Came in to try and get some contract info. Walked in waited a good 10 minutes with employees passing right by me and no one bothering to ask how they could help me. I know they expanded their set up but their is no clear way of what the process is to get some assistance. I just left and decided to go elsewhere. Definitely not coming back here again. read more

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

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Phones are phones and bills are bills. But our customer service from Gabby was the best ever. She was very helpful very friendly and just the best,thank you Gabby read more

Not helpful. My husband and I had to go into this location since we'd just moved to Monterey from LA. All we needed was for the associate to move our pre-existing acct. to our new location. They took an hour and a half, only to find out a month later they didn't cancel our old account. They simply made a new one. Now I am sitting on the phone with another att associate to clear up their mistake. What a waste of time, frustrating and inconvenient. Train your associates. read more

AT and T is an AMAZING company to work with. I won't ever go elsewhere. They are unrivaled in customer service. read more

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

The wait at this store is horrendous!! They are servrely under staffed no matter what time of the day you go the wait in line is at least 1 hour and not all of the sales people know what they are doing. I have had to call the 800# to get the right features added to the acct. If it weren't for the iPhone I would so not be with AT&T! read more

Customer service is hit or miss. Some people know practically nothing and others seem brilliant. I only have AT&T because when I first moved here I lived in a place where that was the only cell provider that had coverage. I don't care for the company and I'll switch when my contract is over. If you move here and aren't sure about coverage (and don't want to take your neighbors' word for it), try the pay-as-you go phones they have. I did that initially (the phones are crap though). Try it out and return it within 30 days or whatever the agreement says. That's how I made sure their service really worked. Then I switched to a decent phone and bit the contract bullet. read more

Terrible! Avoid purchasing a phone plan through this store! They purposely left out details and lied. Supposed to get a buy one-get one free. Told it would take a few weeks for the deal to show up in billing, just enough time to not get out of the deal. Stay away! read more

These folks are THE BEST. I know Wayne (tech guy) by name and face, he's helped me so often. My little LG Expressions was stolen. I called AT&T national (Doug) who was simply wonderful in easing my fears. The sales staff work on commission, so I didn't want to go back to Luis who first helped me - he really wanted me to buy a replacement phone for $80, so I purchased an $80. AT&T Go SmartPhone at Target - brought it to this store and both Cici and Jonathan hooked me up - no charge. I'm actually on my way back today for a tutorial. Honestly, a great team. Now, get some amazing photos of the interior - accessible by either side of the center. Looks like an Apple store. Very, very happy. read more

I think the service was fantastic. Alexis was great. Make an appointment online and you won't have to wait.

Hardly ever write reviews but the service I received was excellent! I have been postponing upgrading my phone due to this pandemic, but finally, my phone gave out. I went online and made a same-day appointment and luckily At&t Team Member, Jose Luis* was there to help me out. Not only did he compare specs for me on a few devices and watches, but he also made my cell phone plan more efficient. Jose had great energy, followed proper PPE, and had gorgeous eyes LOL anywho thanks for the great assistance! read more

OUTSTANDING service by Sales Consultant, TIM KRAUSE!!!!!!! My family visited the Monterey AT&T center to update our family phone plan and we are so grateful we were assigned to Tim! He is very knowledgeable and obviously loves his job! The whole family appreciated the time he devoted to us, sharing information about an incredible direct tv package being offered! Tim was thorough in answering our questions and he provided us written details about changes to our account. We loved him!!!! Great job AT&T hiring the best of the best! read more

The management and customer service here is absolutely horrid. I had two employees promise me an upgrade, and bail on it asserting that their were other fees attached because the system was misinformed. I would have left fine but the manager was so rude and refused to accommodate me and sent me out. The manager, Nick, wasn't even apologetic. I headed over to the sand city, where I met the lovely Mike, and they accommodated me right away and reduced the fee. They knew real customer service. Go mike! read more

I wish I could give this store less stars! Twice now, I've had employees tell me I was incorrect in products on the market. After leading them to the AT&T website to prove I was correct, I was given a lame excuse of "It must have come out while I was on vacation". LEARN YOUR PRODUCTS!!! The managers need to step up and properly train their employees on the PHONES available and the emerging technology. The customer service has really gone down hill in the last two years!! REMEMBER you sell PHONES!!!! I don't care about additional speakers that you offer, I want to know about PHONES! AT&T should not charge restocking fees for products that are drop shipped only. I can't touch it in store, but I should pay a restocking fee if the product feels cheap?? Additionally, there is no point in pre-ordering a phone at this store. You're better off walking in off the street and purchasing a phone. I pre-ordered a phone, and they had the phone available on launch day, but because my pre-order hadn't arrived in the store I couldn't pick up a phone...NEWS FLASH YOU ALREADY HAVE MY MONEY!!!! Give me the phone and sell it to someone else when it comes in! PRE-ORDERS SHOULD HAVE PRIORITY!!! read more

I don't even know where to begin. So I guess I'll start with the staff; they are SO helpful and extremely patient. We had a total of 7 lines to transfer over from two different accounts, 4 phones to buy, and a switch from personal account to business. They helped every step of the way to make the transaction so much less stressful than we thought it would be. Second of all, the deals. They gave us buy one get one free phones, a credit in the amount we owed on our Verizon accounts to pay off our existing phones, waved activation since we started a business account, and a ton of other unexpected perks. We gave Verizon a chance to compete with their offers since we've been a customer of there's for 12 years, and the best they could do was give 25% off of a new phone, and "wave activation fees". What the?! No brainer, AT&T it is. Thank you to the rockstar staff members Mariano and Luke who helped through the process, and a special extra thank you to Luke for giving me his awesome teal pen!!! read more

Worst store ever. I had to wait two hours on two separate occasions to setup dsl and phone service, because you i thought it would be easier that online (they told me i wouldn't be able to get a modem in time for my move). I was promised rebates that were not put in the system and they added extra services that i did not request. read more

Coming in today was a Success! one thing I'm all about is communication and Juan Gonzalez was so great at communicating with my mom and helping her out with exactly what she needed , if you're a Spanish speaker I definitely suggest asking for him read more

To say that the service here is lacking is a complete understatement. They are completely understaffed, and seem almost unprepared to help you out. They were unorganized and you could feel the palpable frustration coming off of the other customers, to the point where it was almost comical but nobody was laughing. Get it together ATT. You should be so much better than this. read more

Don't bother calling the phone number for the Del Monte center.. They will never answer the phone. Don't have an option if you dont have the staff to support. read more

I went into the store on a busy afternoon. There were several customers waiting ahead of me. A nice young lady asked me my name and reason for the visit(getting a new sim card for the phone I had purchased: not from at&t). I waited about 5 minutes, I saw that I had been moved above some of the other customers and asked why, she stated they had more technical reasons for being there and required assistance from a different level of employee. She quickly got me a new sim card and activated it with no problem. Over all I spent about 10 minutes in the store. While there the employees were friendly and helpful. I only rated them a 4 due to only getting assistance for a sim card. I will rate them again once I have visited them for a more technical issue. I will give them credit for being honest, I had called the customer service reps with at&t about getting a new sim card and the lady on the phone told me it would cost me about $20 and I could get one at any walmart or at&t store. I first went to walmart (it was closer to my house) they do not carry them. So I tried this at&t store. Turned out I did not have to pay for a new one; they are free! I have to admit that the employees in the store seemed more knowledgeable about their products and information then the rep on the phone. read more

I had a very positive experience with the representative who assisted me with the purchase of my new iphone.

David was the representative assigned to me. After paying $600 for a new phone, you'd think he'd take the time to be helpful. I asked him a very basic question about switching plans. The answer I got was "look online." He also asked me if I was going home right after and told me I could just set up my phone there. He seemed more eager to get off work than to do his job. It was unprofessional and made me feel like my business was not appreciated. read more

My Blackberry stopped working ... keys that wouldn't work, CAPS when pressing non-cap letters, etc. I went into the store. They verified it wasn't working. Since I had insurance, they offered to order a new Blackberry sent overnight. A week later, I still didn't have it, only my nonfunctional phone. I called until I could identify that the phone had been sent to Fresno, CA, and was sitting in a FEDEX distribution center, since I didn't live there. Their first take was that I had to wait for FEDEX to return it before they would send a replacement Blackberry. I escalated it to a Supervisor, and she agreed to ship it that day. After another 2-3 days, I received it. I was disappointed that it was a reconditioned phone, instead of a new phone that I thought the insurance covered, and that I had to relearn my phone, since it was a different model with a different operating system. However, I decided to be a good sport, and drove down with my old/non-functioning cell so that it could be returned asap (one of the conditions to avoid having to pay for a NEW Blackberry). The person at the Del Monte Center who took it wasn't wild about returning it for me, but took it and send they would send it back. Today, I received a call from AT&T that I had never returned the old phone, and that they would take action to bill me if I did not immediately return it. I called in, and all roads point to the Del Monte personnel. I now have to wait until they open, and ask them what they did with the old phone, since they apparently didn't return it. I even gave them the prepaid shipping label sent with the new phone. Such a disappointment. Such a bother. And, the resolution of this issue now sits on my list, instead of the personnel who didn't return the broken phone. And, I paid enough via monthly insurance charges to have replaced my nonfunctional phone with a new one. It was never disclosed that the replacement would be a previously broken, and then repaired phone. read more