The service is friendly and slow. I went to the store over the weekend when everyone goes to purchase and upgrade a phone. The sales people appear knowledgeable and competent but also scattered because there were are so many customers. Even though there are two AT&T stores in downtown Walnut Creek they could use three over the weekend.The service that day was so slow that I could have seen a movie in the time that it took them to acquire and start-up my new phone but unlike a movie there isn't any seating in the store. read more

These folks are incompetent. I came in to ask them to insert a SIM card into my new phone, and none of the employees (managers or otherwise) were able to figure it out, despite a long time trying. It turns out, the process takes five seconds -- my husband did it that evening. Hope I never have to wait an hour to talk to these useless workers again. read more

My phone was stolen 10 days before I was eligible to upgrade. I had my heart set on the iPhone 4 and was told numerous times that AT&T could not upgrade iPhones early. I spoke with management on ATT.com about my situation and the most they could do was put a "allowance to upgrade" note on my account and an AT&T store should honor it. I called every store in the bay area, but no manager was willing to help me out. Thankfully, this AT&T store had a really wonderful employee named Erica who actually honored the notes AT&T management put on my account. I was given 2 year contract price for the iPhone. She took into consideration the fact that I've been with this company for almost 10 years & told me to come in to pick up the device. Nice to know that there is ONE at&t location that actually lives up to their promises. read more

My experience with this store is frustrating. Instead of helping you, they assume you know how their system works and are not flexible at all. Fortunately I am now able to manage everything through their website and by courier. A real shame read more

The wait time here sucks !!! 1.5 hour wait ... The rep I come see is great but my goodness every AT&T locations' wait time is atrocious!! I just need an exchange :( read more

Waited 3x longer than they estimated, received personal insult with lots of attitude by employee after expressing frustration that I waited so long. read more

Review is for AT & T as a whole. Currently, am a bundled customer with AT & T. Have home phone, internet and mobile plan with them. Should make it easier to deal with them Apparently not. I am in the process of cancelling internet and mobile...appears they only have incentives for new customers--and VERY bad customer service for existing customers. read more

Terrible experience. They have the poorest conceived queueing system I've ever seen. There's no way to walk in, pick a common item off the shelf outside of a tiny assortment, and purchase it. I work in mobile and I've been in thousands of carrier and third party mobile retail stores and this is at the top of the list in terms of missing the mark for the desired audience. In optimizing for browsers, AT&T has created a completely unfriendly environment for people looking to walk in, make a quick purchase, and leave. read more

Changed over to Comcast, so I went to the AT&T store to drop off the equipment and cancel my service and the gal at the door took my name after I told her what I wanted to do so I could wait for the next available person to help me. Well when I tell the guy what I want he says you can not drop off the equipment here you have to take it to a UPS store with your account number and they will ship it back, very strange and on top of that they can not deal with account issues or cancelations you have to call an 877 number and do that over the phone, talk about lacking customer service! read more

I've had good service here in the past and was very disappointed by my last visit. I just wanted to buy a replacement cable. Carlos and Tracy ended up looking at my service and convinced me that I could bundle in Digital Life with my regular U-verse account and not pay anything extra. In fact, my bill would be $20 less per month. I did get the equipment installed for a low price but then discovered that I was going to be charged close to $50 extra per month and there was no bundling. AT&T was able to give me a bit of a discount each month so they have retained me as a customer but the store, not so much so. read more

I ordered a phone and it got lost in the mail. I called and spoke to AT&T on the phone and they told me to come back to the store to file a claim and get a new phone shipped out. Long story short I went to the store about 5 different times getting the run around. After the last trip they tried to make me feel confident with them by handing out personal cell phone numbers and they promised me a phone call. I got a text telling me to wait another week to see if USPS would magically find the package. I called AT&T again today, and they created an urgent case for me and solved the problem. Why the store couldn't help me out? I'm not sure. But after this incident I def lost all confidence in them. read more

Excellent customer service here. Came here to pick up my 3G Microcell and had no problems whatsoever. Busy store, but lots of staff.

I got excellent customer service for my slightly unusual request today, and the sales rep, Christophe, went out of his way to get me exactly what I needed. Thanks! read more

Really bad service, No friendly no nice with out smile her name is Stephany. I don't like the way she talk. look like She threaten customer.

I was very happy when I switched from Nextel to AT&T (now Cingular). I got a good deal on my phone at this store and they've always been great at answering my questions. read more

spent 20 minutes driving up and down grant / 237 and el camino trying to find this effin place. note: google maps seems to think its in the shopping center where walgreens is. not so. its in the shopping center across the street behind in-n-out and next to marshalls. very easy to miss. lucky i was in desperate need of a bluetooth and had already committed to the trip. that aside, i had a good experience. and for me, good experiences with at&t are few and far between. i went in and there was the typical 6-people-deep line. i figure well shit i'm already here. so i put my name down and start browsing for a bluetooth. gal come up and since i was only getting accessories was able to ring me up and get me out the door in less than 10 minutes. so, to the girl in the blue shirt: Thank you! read more

Andrew (Drew) was EPIC!!! My Samsung S7 screen stopped working because of a hairline crack and I spent 2.5 hours with AT&T on the phone trying to get my account sorted out to replace the phone. There was a problem with my sign in information and on a whim I hung up the phone on AT&T and went into this location to see if a live person could help me better than the idiots on the phone who were already VERY difficult to understand. Drew has EXCELLENT sales acumen and could tell I was frustrated. Not only did he immediately allay my fears because he knew what he was talking about, he also went out of his way to express that he knew exactly how I felt and he took it upon himself to make me feel better. When I left I was happy but got back into my office and there was a issue with the onlline account to check my text messages. After spending another hour on the phone with AT&T, I hung up on them again and hopped in my truck and went back to Drew. I walked in and once again, he was able to fix everything and it all works better now! Thank you Drew!!! After speaking to at least 15 different people mostly on the phone but some in person... you were the best one to help and AT&T is lucky to have you on their team. read more

I had the absolute best customer service experience at this AT&T store. Michael and Anthony helped make my visit unforgettable, and I will definitely go back for any future needs! I've been with AT&T for nearly 10 years, and this was by far the best visit I have had to a store. read more

The wait EVERYTIME is stupid long we got all these post areas and no worker for each its a first come first serve. Even for a FRICKIN question I was directed by a phone support tech to go to their store and didn't mention make a appointment or even have a partner knowing system to refer to my usless and wasted time online and over land line the wifi here even sucks outside its door and u think it be packing some bars hereNOT!! Their more focused on the front door greeting /security then waiting customers they rotate their staff to ACCOMINATE that possition instead the customers waiting Their suggestion Is make a appointment I suggest set up another store to handle this areas population of users none of the free or worth it deals in phone selection is never in stock and call before u go pick up in store even SIM cards are not in stock like the web claims you think AT&T would have it down by now not here they don't think showing up 5 min before closing will be best that way THEy might have the drive to move clients faster Next time I will show up at 5:50pm and never on a weekend usless and down time big time !! 2 stars for its set up and cleanses and maybe 2 employees and being male has better outcome. Watching females chit chat and not showing much Knowlege or concern bothers me read more

Went in last week and wanted to upgrade phone. They found out I have a business and told me I would get a 15% discount off my bill if I opened a business account. Wow that is a large savings. I have lines for my employees and often have phone bills over two hundred dollars. Well long story short my 15% discount is now 8%. The store manager told me some lame store about how it had expired!!!! Give me a break!! In addition, always up selling. There like used car sales people. I will never go back again. Will be looking into new carrier. Annette read more

Thanks a lot for helping out. Kevin was great. I needed to print out all the bills. Kevin spent more than an hour helping. Amazing experience with AT&T! read more

Ordered ATT Uverse thru the Grant Rd store - they sent an installer on 3/29 who had trouble w/English, couldn't exactly explain what he was to do, and it hadn't been explained at the store fully either. Decided it was too complex to work in our old house - sent the installer away and told him to put us back the way we were (two lines, incl. DSL). Phones/DSL then worked as before OK. However, about Apr. 11th, both lines went dead. Our numbers had been "ported" to Uverse - which they make sound like a different company - and "getting them back" was not easy. It was going to take about 6 days!! (Fortunately had a cell ph to rely on temporarily, but noone could call us on land lines.) Thru an ATT store, we managed to get it done sooner, in 2 days, but still do not have long distance service on one of them. If you plan to go Uverse, get it thoroughly explained first - and avoid trying to quit in mid-stream (so to speak). I felt like we were being punished for doing so. read more

$800 dollars for equipment but told $250 over the phone???? SCAM!!! The system is always down when I call. The people you hire from other countries don't understand what I'm saying. I gave my name 4 times, gave my number 10 times and she got them wrong every time. I will be cancelling all my services, tv, phone and cable, just like all of my friends have. worst customer service int he world. read more

Always have a great experience at this location when I'm being helped by Tony B., he's the best! Always very professional and helpful, goes over and above to make sure we leave happy, satisfied and understanding everything about our phones and our billing plans. I recommend this particular AT&T location, as a whole they've always been great, but I definitely make s point to request Tony B. when he's available, he's my fav go-to guy for our phones and service! read more

Going in there I was greeted immediately even though it was busy. The rep that assisted me helped trouble shoot my phone and explained how I can resolve it if it happens again. The manager introduced herself and checked if they had resolved the issue. Friendly folks even for a packed place. read more

Been going here ever since the "Next" plan was introduced for AT&T and the service here is great depending on who helps you thus the 4 star rating. The guy who always helps me is named Chris and he is extremely helpful. Not only did he get me my device that i wanted he also helped with some extras here and there. Most def my fav associate in the store. read more

Great store with plenty of knowledgeable workers and equipment in stock! Ryan was awesome! This is so much easier than trying to come up with everything you need for a new phone online :) read more

I needed to open a business account and get another device on my personal account. I went to the MT View location Go see Carla. She was very nice and helped me set up my business account and personal a counts with no issues. She even followed up to make sure I didn't have any issues. By far the best person at any AT&T store. I now have a new location for my cell phone needs and its only 10 mins from Milpitas. read more

Came her to buy a pre-paid SIM card for a Smartphone. Service was fairly quick and seamless. Based on the reviews, I'm thinking this is a hit or miss situation. read more

Absolutely slow service to just create an account. Very unengaged sales person whom makes no effort to move the shorten the process and is barely awake to do this job (males sales associate). read more

This is the most fuck up business I've ever been to. I walked in and tried to get a new SIM cars. After showing my ID the black guy kept saying this doesn't look like me. And he asked to check my 1st credit card. In addition Ï showed ATM card and another credit card and he still didn't buy it. One of the card has a character of "c" as middle rather than "m" so he made a big deal. The rest of the two cards have no issue. Then he pulled two other staffs over and asked them to look my ID. I was being examined as a criminal throughout the whole process. Finally one manager type of guy who seems smarter and more reasonable dropped by asked me to confirm my address and ï finally got a green light. Good job insulting your customer. Won't expect any improvement will never step in this poorly managed and operated branch. This is not the 1st time I had the bad experience. read more

Never go to this store to start your new wireless service! I was told to wait for 30 minutes and acturally waited for more than two hours and still can't make it! When I was in service after one hour, the sale agent ask for my previous account number for transfering ( I need to keep my old phone number ). I need to call my current carrier for this but can' get good signal. I asked them to step out for a phone call. After I got back, previous sale agent was in service of other people. I explained to the manager and was told I will be served next. But after waiting for almost one hour somebody else was served. They then told me three people are ahead of me. I just quit after more than two hours of waiting. I got back home and it took me less than 20 minutes to setup new service online. Never beleive what these guys told you! read more

I had always used this AT&T store for the past 10 years. It has gone from good to bad. I waited to see a sales rep for over 30 minutes this Friday at 2:30pm. After 30 min, I left and didn't wait any longer. The sales reps that were busy just went to the back room when they were done with their current customer. Store probably felt since I was upgrading to an iPHONE 4 I had no other option. I am going to use another AT&T store! read more

I went to this AT&T location on June 6th (Sat) along with my husband to upgrade my phone. As we walked in we were greeted by an associate with a clipboard who was very friendly as well as welcoming. I didn't catch her name, but I immediately felt comfortable and told her how I was stuck between the LG Xenon and Samsung Impression. I mentioned about seeing a review on Youtube, which helped me learn about the 2 separate phones except I couldn't decide. LoL Anyways, the associate told me a little bit more of what one had, but the other didn't. Once I decided that I was going to go with the Samsung Impression my husband took care of the rest with the salesman at the front. The lady gave a signal and the guy came over right away. With my experience I would definitely go back to this AT&T in near future. Thanks so much!! and I love my new phone. read more

Thank you so much for great customer service! I had tried 3 times to add a line to my existing service, and finally after trying several ATT stores, this one got it added with now problems! read more

Recently, I got new account with AT&T without getting the device and there was an issue while setting up the account via customer service on phone. So, I came in store and I was greeted by the courteous staff. Since iphone 5s was released today, the store was jam pack and I was told the estimated wait time to be around 20 min but my turn arrived in 10 min. I was greeted by Darren (store manager) and Tyler (Retail Sales Consultant) . I explained my situation about the error. Darren and Tyler quickly went through my account history, understood the problem and helped me out with the iphone 5s upgrade. I had a really good experience with the personnel here and will highly recommend visiting this store if you are looking for good customer service who understands the problems and are willing to resolve them. Cheers to Darren and Tyler again!! read more

Reading all the bipolar reviews, I can see the points from both sides. The BAD: There was a wait to see anyone, although the process appeared well organized and run, and the wait wasn't outrageous (roughly 30 minutes, at 2 pm on a Wed afternoon). It's definitely not the most efficient group in the world; there were employees clearly just making time until their shift ended, but they did appear well organized to handle the number of people coming in. The GOOD: Watching the interactions that were going on while I was waiting, the service did appear to be professional and courteous, and the employees did seem to know their stuff. Likewise, my own interactions were good as well; the employee who worked with me was courteous, knew his stuff, and I got what I needed to get done very quickly by any measure -- outstandingly fast for AT&T (try dealing with their web site or calling them sometime). Summary: I'll go back if I need to, although I'll be sure to leave plenty of time. My experience may have been very different if I had dealt with those who were clearly marking time, but if you figure the odds, they're probably in your favor. The ones who are lazy and incompetent are probably going to be serving as few customers as possible, and the courteous efficient ones will be serving more customers, so the odds favor the efficient ones. read more

Went to this store with an ongoing issue with my phone. Although they couldn't directly fix my issue, both managers Nestor and Andrew were courteous and helpful. Extremely thorough and helpful initial diagnosis by Antonio, and they went above and beyond in speaking to the manufacturer to help me get the fastest warranty service possible. I didn't once feel like they didn't care or were trying to push me out the door as fast as possible. Thanks for the great help guys! read more

Ruthy is the best! Very helpful and patient. She spent over two hours helping me fix all of my problems with my phone and account.

I went to this store because my wife had lost her Verizon phone and called in and deactivated it and I wanted to get her a new phone on At&T, transfer her number, and add her to my family account. When I arrived the person at the podium asked me why I was there and I explained the above. He responded that they could definitely do what I want and someone would help me shortly. I then had to walk around the store for over half an hour waiting for someone. When I finally got to talk to someone to help me he said "oh, her number will be suspended with Verizon. We won't be able to transfer her number." She'll have to call and get the to un-suspend her account, but have her phone turned off, because they could tell psychically that Verizon had done that. My question is why if it was so obvious to two counter people that there was no hope they could help me (which I'm still not convinced), why couldn't the guy at the door tell me that and save me the half-hour wait. In short, go here if you want to put your name on a waiting list, stand around for half an hour and then be told it was a waste of time. read more