I tried to turn in a recalled device to this location that is known to catch fire. They said it would cost me $359 to pay off the rest of the recalled device. So that plus what I have already payed into it it would be $600-$700 out of my pocket. I had contacted customer service the night before and the said I could turn it into the store. The AT&T site says I can turn it in: "Can I exchange or return my Galaxy Note7 if I am out of the normal return period? Yes!" https://www.att.com/esupport/article.html#!/wireless/KM1122948 Even the Samsung site says: "Contacts You can contact the carrier or retail outlet where you purchased your device. I" "How is AT&T taking care of me if I purchased a Galaxy Note7? AT&T will exchange your Galaxy Note7 for another Samsung smartphone or another smartphone that meets your needs and refund the difference if necessary. AT&T will also refund any Note7 accessories. If you choose a more expensive smartphone, you will be expected to pay the difference between the two products. " http://www.samsung.com/us/note7recall/ This AT&T store kept bringing up an internal to them website saying they would no longer accept the phone. The Manager refused to call customer service or any other point of contact she has saying they will do nothing to remedy the problem. She would not even try. They even admitted that there is no customer visible website that said there was a cut off date for the return. read more

Adrian was so helpful! I am so glad I had him helping me get a new phone set up. I have called many times to try to change my data plan to unlimited and he was he only one who could make it happen. Great salesperson and really thorough, also made me laugh. I'm relieved that I finally had a 5 star experience dealing with phone troubles. He even went out of his way to help me find an at&t where I could buy an Apple Watch in the color I liked. Wish I could clone him for the next time I need a new phone read more

I just came back from getting a new iphone with Shania, one of the most intelligent and thought young women. And thank heavens that dogs are allowed in this store All in all, a sublime experience read more

If there was less then a full star I would give them less. The manager here is awful. Does nothing to help the customer, an employee gave me false information which made me believe that switching my carrier would be easy and beneficial. Doing so has been neither of these things. Take your money to Verizon ATT blows. read more

Horrible service, no reception and calls drop. When I canceled my account I called them several times and they guaranteed me that it was all done. 6 months later I get a creditor bill stating that I owe them money. They didn't want to own up to their mistake. read more

Would give 0 stars if I could. Waited 30 min for an appointment to replace my phone that I have been paying insurance on for years. After the employee tries to keep pushing me into buying a new phone, I make it clear that I'm not looking to upgrade. He instantly loses all interest in helping me says that my phones warranty is up (even though I make monthly insurance payments) He then says the internet isn't working so writes down a phone number for me to call on my own and basically says goodbye and good luck. read more

Stacy was very helpful for me today fixed all my problems and made my day thank you so much help me with my phone as well as my tab downloader all necessary things I needed and removed all the things I did not need read more

For the record the employees of the Del Monte Store are absolutely incredible. I can't imagine why anyone would have had a poor experience. Katie bent over backwards to assist me with an issue that confounded us both. She was an absolute pleasure to work with!! read more

Jerry - 330 ms ago 1 2 3 4 5 On April 6th after over 40 years with this company I made the decision to try T MOBILE since they offer unlimited data. This is attractive and no taxes however I did not know that phone company's have a practice of blocking your phone AT&T is 48 hours so if you have a business or emergency your out of luck, make sure you tell your employees to take the day's off without pay. I did research and they all do it, this has to cease I spoke to supervisor Shawn of AT&T not of Monterey and told him to say "Jerry take the next two day's off without pay" He wouldn't do it. I kept asking him and he kept saying "is there anything else I can help you with", this is done so that they can retain you. This information is available online. I think this in the fine print. The day's of using two soup cans and string for a phone is over. When I was younger it seemed to work. The gentlemen at the Monterey store I spoke to was very nice. read more

Had a problem with my camera phone not focusing. I got speedy service and got a phone replacement. I still have problems and have to come in which is a gripe against at&t but Wayne was helpful, Samuel and Michael too. read more

Horrible service throughout the whole store. I went in to deal with a product malfunction, which I pay extra every month to be covered. First off, the wait was extremely long for the minimal amount of customers i the store. When I was finally helped by Tomas, he was externally short and rude when trying to guide me through the process. Eventually, there was a mistake in their system, and in stead of helping me with this process Tomas gave me the incorrect number for the extension I needed and told me I'd have to "figure it out on my own". At the end of the day, I had spent an hour and a half still in the AT&T trying to receive help through the over the phone service because the 6+ workers in the store were all unable to assist me? Not a single worker, after have being sent to figure it out on my own by Thomas, asked or came near to try and further assist. But thank you to the awesome lady from the Assurion customer care who actually was able to help me and assist me and my family through this tedious process. I am extremely frustrated with how AT&T handled the situation unprofessionally, leaving the customers to do their jobs. read more

Came in to this ATT a few days ago to see if my phone was eligible for the trade in program with the next, the man I talked to said yes, after you get your back screen fixed. So, I did exactly that. I got my back screen fixed and brought it back to trade it in and expected to come out with an iPhone 6s. HOWEVER, the employee that "helped" me yesterday said it was too "beat up" and even his manger said that "They would not be able to resale it." I did not appreciate the inconsistency in their employees opinions of my phone. In all honestly, my phone is in GREAT condition and I was extremely upset that they sent me out without the phone I came in there to get. A little "wear and tear" is all my phone had... I went out of my way to pay for my little back phone screen to be replaced for nothing since they did accept it. Employees and even the manager was rude and made me feel extremely dumb. Saying things like "Well nobody would buy your phone." Here's my advice: Steer clear of this ATT location. Everyone is rude. The ATT location in Sand City is EXCELLENT. All the employees are extremely friendly. read more

Went in to update an antique plan and get a desperately phone update. We were helped by Stacy. Stacy is a gem! She made sure she got us the best deal along with all the necessary accessories to protect the phone. Great job Stacy, I'll be back for sure! read more

Poor service, poor employees and poor managers.. These people could care less about others. Left a 95 YO with no phone, sold he a flip phone with no instructions, disconnected her land line then completely cut off he home phone on the 27th. We have been on the phone with customer service (ha ha) for probably 20+ hours to straighten it out. Tech went there today and said it is so messed up he cant fix it. Some guy in Mexico city is working on it until tomorrow. Bottom line is they keep telling us the store did it. Called the gal that sold the phone and asked for a manger to call and guess what NO CALL they just don't care. No one at At&T can solve any problem. You are footballed from one department to another and each person says oh I can't do that.. if you want a return call does not happen. So this lady is now at home again tonight no phone and just back from the Hospital yesterday. They say it could take days if they can ever get it fixed. But guess what no return calls.. Shame on you AT&T and the employees at the DelMonte location in Monterey. read more

I have had a great experience at this store mainly due to a young man named LUKE who i always ask for and his knowledge of the products are very good he i very personal about your needs and wants breaking down cost and before your final decision is made he definitely has 5 star customer service read more

Had a great experience here. Short wait on a Monday night, not more than 5 minutes. We were switching from sprint to AT&T and had a seamless transition! Luis helped us and was wonderful. Very informative on the Apple and android devices we asked about. Explained the plans, incentives, and rates very clearly. Definitely would go to this store again. read more

Gerald at the del monte AT&T store was beyond helpful. He offered me all the promotions he possibly could and do whatever he could to make me a satisfied customer. He was kind and authentically caring. Thanks Gerald for all your help read more

Waited an hour for a 5 minute fix! At least 10 people working ,only saw 3 employees with customers. Many people there were not happy! The new store is nice, but more incompetent than before. read more

My friend from Australia forgot his Nokia cell phone charger at home and the Cingular staff helped him right away. On a Saturday in the early afternoon, the store is busy and so is the parking lot at the Del Monte Mall. I lucked out and found something close. read more

We went in the AT&T store to just transfer are accounts. We were helped by Raquel and she was horrible. She didn't even look at us. She just stared at her ipad while asking us questions and didn't even try to help us. She was very rude. The only thing that I liked was the assistant manager who came over to help us since he saw we were being annoyed and frustrated with her. read more

Hands down on customer service. Thank you eddie for your great and friendly service. If your ever in the monterey area come and see eddie for phone, internet, and cable service. read more

I met with Luke, who promptly helped me after taking a very long flight from Japan to Monterey. I had ordered my phones online, and he was very reliable and even found a few errors/discounts that would have cost much more (and saved me lots more!). Great customer service, and truly helpful when the one card used online was my husband's (and he was still in Japan); they still allowed me to use another card, which as a government/military spouse, is very helpful since that's encountered a lot. Thank you so much for the help and easy setup! read more

Worst store ever, waited a hour to get a new work phone and still left empty handed. Glad my personal phone is Verizon.

I had a great experience at this store thanks to LUKE! Luke is very knowledgeable, professional and very friendly. Great person and great service! I highly recommend this Sales Consultant! Thank you so much for your help, Luke!!! read more

10 people if not more working here . Went to use the kiosk machine. That was broken . This is not an apple store. Just open a second store in seaside read more

Stay away from this place. The employees are trained only to sell phones and services, not to help customers. I had questions concerning a black screen on my phone and the girl "helping" me was useless. She was more concerned w/trying to sell me anything and everything. She almost busted my phone and I'm sure that was to try to sell me a new one. Turned out it was a simple problem, I wasn't connected to wifi. She couldn't figure this out, or didn't want to. Be careful w/these people. read more

Terrible, terrible service, spent there 30 minutes trying to get some help and nobody even asked us if we needed any help

My old phone broke, so I ordered an unlocked phone off the internet. I had to go to the AT&T store to have the phone activated on the AT&T network. I was greeted promptly at the door by two employees, who asked me the reason for my visit. They took my name and told me that some one would be with me shortly. It took around 15 minutes for a representative to free up, but then again the store was fairly busy (I went around noon on a Tuesday afternoon). Then entire transaction took less than 10 minutes once someone was available to serve me. They gave me a new SIM card (the old one would not fit in the new phone), updated my phone's information, and sent me a text to prove my phone was connected to their network. They waited while I made a test call to confirm that voice was working as well, and I was on my way. I am by no means a fan of AT&T, but I have to give the folks in this store credit. The store is neat and attractively decorated, with plenty of products on display. The people are easy to deal with, and I was pleasantly surprised to get a new SIM card for free. If I hadn't had to wait, I would have given them 5 stars. read more

This store has changed management and gotten better. Luke Garcia spent alot of time helping fix my phone rather than forcing me to buy a new one. This senior appreciates great service. I will come back and recommend to others. read more

This store provides the worst service. Not only is the wait time horrific the representatives are untrained in Apple products. I went to the store to upgrade from a 3gs to a 5s iphone and all of my contacts and photos were lost in the transaction. Never allow Raquel to help you with any service arrangement. She is by far the worst of the worst. read more

The AT&T Store in Monterey is great!!! Granted its a SUPER,SUPER SMALL STORE. I've been there a few times and have never had a issue. The only person I will allow help me is Stacy, she is always there, with a Smile willing to help,no matter if it's a tech issue or upgrading. The thing that keeps me coming back to Stacy is her Style, some reps will bombard you with sales pitches. Stacy will take her time and explain everything. The thing that made a lasting impression was what she said as I left. She shook my hand and said "Have A Magical Day" how can you not smile when you hear that??? read more

I am truly surprised by all the negative reviews because my experience with this location was outstanding! I had first gone to Apple to try to get my iPhone 7 replaced because the mic went out (a known issue with the iPhone 7). I thought knowing that the phone had a documented defect that rendered the phone absolutely useless, Apple would replaced it. I also needed to add a line to my plan. Apple refused to replace my phone and tried to sell me a refurbished one for $300!!! Yeah I don't think so. So I went across the mall to AT &T where I was helped immediately and it was discovered that the account was only in my husbands name so I wasn't able to add a line that day because he wasn't with me. Despite this, the employee helping me (a younger female with pretty colored eyes) still took the time to explain all of AT&T's current promotions. She told me that I could get a free iPhone 7 if I added a line to my plan. GREAT! Came back with my husband the next day and again we were helped immediately. We ended up being helped by several employees because thanks to the first guy helping us, he asked what my husband did for a living and upon finding out, he told us about FirstNet for first responders. We ended up adding a line & getting the free iPhone 7 for our daughter and we got my husbands line put on FirstNet and best of all, again thanks to the employees who helped us, we walked out of there with our monthly bill considerably less than what it was, because of the firstnet discounts! It did take around 90 minutes because of the firstnet employment verification process. The only negative thing I can say is that they were a bit pushy trying to get us to switch to AT&T U-verse but overall, it was a great experience, the employees really know their stuff and took care of us. read more

I called the store to get hours and information on phones. I was hung up on 3x but the lady that answered the phone. Mind you, I'm in the market for a new phone like asap. When I was finally able to speak to her without her hanging up on me she quoted me the wrong prices and acted as though I was really bothering her. I do understand you probably have customers in the store but why treat a potential customer like they are bothering you? Needless to say I never went to at&t and I never will... All it takes is one time folks... First impressions mean a lot. Especially when someone is looking to spend their hard earned money. read more

Okay so the cell service is great and way better then Verizon that's for sure but here is where the store lacks at..customer service! You walk in and they look at you like you just threw up on yourself! Then they ask if they can help you out and they start acting like they are better then you! Just the other day I had some cocky sales rep "help me out" and he would refer to me as "bro" and when asking me for some account info he was not clear on what he was asking me and looked at me like i did not know what I was doing..so finally figuring out what he actually wanted it, I provided him with the correct info and he still talked to me like I was to stupid to know anything. I ended up just walking out of the store pissed and annoyed! Not only will these sales rep talk down to you, look at you like they wish you did not walk in..they will speak for you! And by that I mean add items to your plan and say of course you want it! I have met one awesome sales rep only one! And I go to her for everything other then her, the rest of the staff suck and I would avoid spending to much time in the store or you risk having your day ruined by some ignorant ass who thinks they know everything read more

After procrastinating about buying an iPhone, I finally decided it was time. Part of my procrastination was that every time I drove past this store, it always looked packed. This week, I made up my mind to go and expect to wait. When I arrived, a young lady took my name and asked me to wait. The store, indeed, looked busy. (It was about 1:30 on a Friday afternoon.) My wait was about five minutes. I got "Greg" who was cheerful, helpful and not pushy at all. He gave me the option of buying a bundle, that included an extended warranty, a protective case and some freebies...yadda, yadda, yadda. I bought it, which shows he's a good sales person. I felt as though I got 110% of is attention, while he patiently completed the paperwork. He registered my care package plan right then and there, transferred my contacts and then gave me some basic lessons on how to use the phone. We ran into a weird fluke where my iPhone would NOT recognize my iTunes account. Without hesitation, he personally walked me over to the Apple Store and asked the techs to figure out what was up (I'll review these great guys later.) They fixed the glitched, by updating some iPhone software. When we returned to the store, he showed me some really cool tricks. He spent TWO HOURS with me, never once making me feel like he wanted to move on. The store was really, REALLY busy, but I never noticed. Greg Von Lortz gets a big handshake, because he's tops in customer service. By the way, I am loving my iPhone and have been with AT&T all the way back when the company was Cellular One. Oh, and Greg wants me to come back in a month to see if the service plan I'm on is working for me. I'll be back! read more

Awesome customer service Raquel was really knowledgeable and friendly I highly recommend her she got me a great deal on my plan :)

My mother and I came into the store and was greeted with friendly staff waiting to assist. Elmer helped my mom and I and we want to thank him for all the information he provided. He is very knowledgeable and professional. We have not had service like that in a very long time. Thanks again! read more

Do not sign up for the BUNDLE PACKAGE until you verify that they have adaquate service in your area. I signed up they came and switched over to Direct TV and then the AT&T tech said that there was not enough mg's to provide me with good connection to phone (u-verse) and internet. He left and the next day my phone got disconnected. For eight days I called the 800 AT&T number and at least 13 times. I got different agents from different areas ie; asia,texas,mass. and illinois. Most could speak proper english and each call I was told no problem we will have you hooked back up today. 8 days later I ran in to a AT&T service truck and told the tech my problem. He had me back in service in two days. Lesson learned. Be ware and do not believe any of the phone reps as they do not help you really, they just appiese you for the moment as you will not talk to that person again. I had no service for 9 days due to the lack of communication of the AT&T service techs and their staff. MY WORST EXPERIENCE EVER WITH A LARGE COMPANY THAT ADVERTISES GREAT CUSTOMER SERVICE read more

I will never come back. The service levels are horrible. They think it's ok to have customers wait 25 minutes. All I needed was a SIM card. No wonder AT&T is struggling. Sure not the Apple experience. Pretty sad. read more

Awful service, deleted all of my pictures off my phone after claiming they would not.