UNBELIEVABLE! Was it the new iphone release, or just the usual long wait at the AT&T store. IDK, but the manager greeting at the door had SERIOUS attitude towards me. Was he power tripping? Not sure, but he was very cold. So after the 60 minute wait, I meet with a rep, who asks for me ID. After running out to the car for my wallet, I saw the rep was already talking to another customer. That boss at the door told me I was back in the queue. Only 30 minutes later did I realize he put me at the very end of the line. Really? Really?? I would have to wait in the queue twice because I left the store for my ID and came back? What is this, monty python? When an elderly guy came in, the boss became so nice and immediately helped him fix the problems, and sent them on their way. That was cool. So he totally had discretion over "policy". But he chose to beat me over the head with the rules. Unreasonable. And rude. I've bought phones here before, with no problems. I guess just toe the line. Or maybe hope that the "don't give a hoot crew" isn't on duty that day. Or skip this location all together. read more

AT&T Store - About one hours worth of people shown here - Mobile Phones Near Me - Palo Alto, California

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6/28/26 Oh my! The Lady Duchess is frantic over a text she received this morning from ATT, so loaded our butts in the car and (her driving, me blindfolded) dashed off to this ATT store. We were greeted by smiling faces, good mornings, how are you. Worked for me, the Duchess on the other hand was in a panic, so Rafaela, sat us down and began to look over the issue. While looking over things, she was soon joined by her manager, Samhhriddi. The text was a spam, so all was right with world. Be wary, there are tons of ATT spam texts. We ended up dropping Verizon and bundling with ATT as they gave us an offer we couldn't refuse, plus we've had an account with ATT for 24 years and it just made since and saved some $'s. Replaced our Verizon cells, and I like my new cell better with its larger screen. The ladies were supremely patient with the duchess who had a yard long list of questions. I will add we were there at 10 AM, so we the first in the door with no wait. read more

AT&T Store - A very panicked lady - Mobile Phones Near Me - Palo Alto, California

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Waited "forever"...and there were others waiting. Fortunately we found a poster that referred me to a customer service number. They should just put that at the front of the store! read more

I've been trying to process a broken screen claim with Asurion for going on 3 weeks now. Its impossible to get anyone on the phone that knows anything or is willing to help. I've been transferred back and forth between att and Asurion nonstop trying to get this settled with no luck. Somehow they have the color of my phone and imei number wrong. When the correct one item it changes the other and this has happened over and over again and ive processed and canceled over 15 claims over the past 3 weeks. Asurion is trash. Their customer service is outsourced and they just give you the run around. DONT PURCHASE ASURION INSURANCE ALWAYS GO THROUGH THE PHONE MANUFACTURER INSTEAD. Long story short, ill be canceling my line with att and going to T-mobile since they dont partner with Asurion. read more

We've had variable service from this location over many years, and this review is based on our most recent visit (11/30/25). It is very helpful to make an appointment first, to reduce the amount of time spent waiting (but be prepared to wait anyway, as they are often busy there). We arrived 15 minutes early for our appointment and were initially unsure if we needed to complete the iPad sign-in (we learned you don't need to sign in there if you already have an appointment). A woman who may have been a manager, Rafaela, greeted us and let us know we'd be up next for our appointment. She was proactively circulating around the room and kindly letting customers around the room know about the wait and thanking them for their patience. Charles was the representative who helped us (he had just returned from his lunch break, I think), and he was very knowledgeable, helpful, professional - a real gem. He was able to take care of our request (adding a new line) very quickly, acknowledging the issue that prevented us from doing this online. Both Charles and Rafaela exhibited high quality service skills and professionalism, not something that we see often these days. We appreciated their efforts and hard work and hope that AT&T recognizes how valuable they are to their brand. Many thanks to both of you for your help. read more

I'm writing to express my frustration with the service we received during our recent visit. We came in solely to pick up a phone, yet our request was ignored three separate times by Rafaela. Thankfully, Jessica was amazing--she was attentive, helpful, and repeatedly asked Rafaela (three times) to retrieve the phone for us. Despite this, we were left waiting a total of 30 minutes. What made this situation even more upsetting was that Rafaela continued walking through the store and prioritized other customers while we were clearly waiting and had already been assisted by Jessica. Being ignored for that long over something as simple as picking up one phone is unacceptable and extremely frustrating. Jessica deserves recognition for her excellent customer service. Unfortunately, Rafaela's behavior completely overshadowed the experience and left us feeling disregarded and disrespected. Customers should feel valued, respected, and acknowledged--especially when they are patient and waiting for assistance. This experience made us feel like our time and business did not matter, which is disappointing. I hope this issue is addressed, as waiting 30 minutes to receive one phone should never happen. read more

Went in on a late afternoon on Sunday to deal with an activation issue that could not be resolved at home. Walked in and was checked into a wait list (I didn't have an appointment). Waited for about 40 minutes. Wasn't too bad as there are chairs and tables and free WiFi. Charles helped me out. He listened to me describe the issue, knew exactly what do, and had me out of there in about 15 minutes with the issue fully resolved. Overall the AT&T support experience is not good (website, online support, etc.) but I was quite happy with my experience at this store. read more

This review is for Robert. Hi Robert, thank you so much for checking me in yesterday, your unprofessionalism and annoyance was very present. I would first like to say, if you hate your job that much then find something else. Clearly customer service is not your thing. Not gonna go into detail about what happened, but definitely im going to leave a review so people are aware of who you are. To the managers that are allowing this behavior, Robert is your problem!!! He needs to be re-trained and written-up read more

The service took so long and only 2 people were in-front of us! We ended up waiting for an hour and a half before someone even started talking to us to help us. Though their service was very nice and patient, it took them so long to finish with the other people. Their selection of iPhone cases wasn't very big but it wasn't small either, so they had a moderate amount of cases to choose from. They didn't have many accessories though they had more iPhones and iPads than cases and accessories but that makes sense. The value of the phones to the iPads or pretty normal and not too overpriced and not underpriced. Overall the wait is just what made the experience so bad for me and my family. read more

AT&T Associate "Orberly" was super helpful. Needed to activate my Z Fold 7, which wasn't working. He was friendly and got me in/out very quickly. Friendly and knowledgeable. Tested the phone and ensured it worked. Thank you again. read more

Went there as a walking around 6.30 pm Today Nov 4th Took number to be in line They had four Sale personnel They disappear one by one No one said we can't give you service or anything else. I look around and told only person in place Said I'm waiting one hour why none of you can say we can't give you service come another time.. He was clueless anyway I asked a question About screen protector My Email Tony5923536@aol.com read more

My parents are in their 80s and have AT&T Internet service in their Palo Alto home. It has not been working properly for years. Netflix locks up for minutes at a time, sometimes over a dozen times in a single half hour TV show. There is not even enough bandwidth to make a voice call to AT&T support. My brother finally convinced our parents to upgrade their system, even though the current plan should be more than sufficient to meet their needs. They had an appointment for a technician to come out between 10am and Noon on Friday. I took the morning off work so I could be there because, being in their 80s, my parents would not be able to effectively communicate about any technical issues. That day, at 11:17 AM, AT&T texted my mother, "Right now, it looks like our tech should be there between 11AM-11:30AM" They were not. At 11:36 AM, they texted her, "Right now, it looks like our tech should be there between 10AM-12PM" Again, they were not. In the subsequent 8 HOURS, we were repeatedly told by customer support, "The technician is running late," but they will be there so make sure to be available. I had to take the rest of the day off to wait for the tech. "The technician is running late," is reasonable if they are 15 minutes late, or 30 minutes late, maybe even an hour late. Saying, "The technician is running late," for 8 hours after a 2 hour service window before canceling is simply dishonest! At one point, one of the customer support people said they were not allowed to talk to my mom on speaker phone if I was there next to her. I repeatedly told him that my mom was in her 80s, I was her son, and I had Power of Attorney. My mom kept telling him that she was nearly deaf, and that I was her son, and had Power of Attorney. He repeatedly told us that he was not allowed to talk with my mom if I was there. WHAT??!?!!?? I finally told him, "I have Power of Attorney. You are legally required to talk with me." He put us on hold, and eventually came back, saying his manager had given him permission to talk with me. After over 9 hours of waiting, and repeated calls to customer support, I started asking, "How can we resolve this without me having to use another Vacation Day from work?" After almost 10 hours of waiting for AT&T, I got transferred to a manager. After passing the 10 hour mark, the manager said she could reschedule the service for the next day, and promised the technician would arrive between 10AM and 12PM, and that a manager would follow up after the work had been completed. The next day, my birthday, I was back at my parents' house by 9:45 AM waiting for AT&T. My mother got texts from 9:01 AM to 10:46 AM that the tech would be arriving "between 10AM-12PM" At 11:30, she received a text saying, "We're sorry for the wait. Our tech is running late and it's unlikely they'll be there by 12PM." But, like the day before, the message contained no information about when they might arrive. Shortly after Noon, the end of the service window, I called support, and, after over an hour on the phone, they said that the tech would not be able to make it for the appointment at all, and that I needed to reschedule. He told me that 10AM to 12PM was the only installation window AT&T offers, and technicians were never available for installations on Sundays. I am at work between 10AM and 12PM. I have already wasted a full Vacation Day, as well as half of my birthday, waiting for AT&T on this issue, only to be "stood up" twice. The way we are being treated by AT&T seems extremely abusive and dishonest. read more

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I recently received a new iPhone after my previous phone got slammed in my car door. I called and spoke to a lovely gentleman by the name of Hassen who ensured me that I could come in and he would assist me with setting up my new phone. I arrived and there he was, just as kind and attentive as ever (not to mention he smelled VERY good). He was patient and extremely helpful as I navigated my way through my new phone. I left the store with a phone completely set up, screen protector and new case. I am very thankful for all his help and will certainly be back if any other problems or issues arise. read more

I recommend using this store to help you with anything AT&T related-- especially if you're having issue with the corporate bureaucracy! In particular, I had a great experience getting help from Giovane in this store. I was having a heck of a time with not being able to order fiber due to some improperly marked information in AT&T's system. I had had at least 4 phone conversations over a month over the phone to get this resolved. In the store, Giovane listened to my concerns, advised me on what was the right next step, and helped me to get the information corrected such that I could become an AT&T customer. Thanks Giovane! read more

Go to your local Apple store, where they are transparent with their pricing. Like other reviewers, I will caution consumers not to set foot in this AT&T retail store on Page Mill Road in Palo Alto. Andre, their sales rep, sold me an iPhone and then added the carrier's overpriced insurance without my approval for $17.99/month + tax. Apple Care is an equivalent cell phone insurance service that is priced at $7/month. I have Do Not Sell My Personal Information attached to my account. Nevertheless, AT&T transmitted my new phone purchase to Asurion, their 3rd-party insurance vendor. See image below. This is not a time to rip off consumers. But, AT&T overcharged me on their upgrade and activation fees. Although I only upgraded 1 line, they charged a $60 upgrade fee that reflects $30 per line. I've been on the phone with their customer service for 34 minutes and am disappointed to waste my personal time. read more

AT&T Store - Surprise email from from AT&T - Mobile Phones Near Me - Palo Alto, California

I've been waiting in here for more than an hour , w no service. Saturday afternoon only have two active employees, one of them is chatting w the customer no stop ever since I walked in. I've been told "everyone is different" read more

One of their workers (her name was not on her uniform) is very aggressive and has an insulting behavior.

Bad service, bad manager. They should have more help, people are waiting for hours. I don't recommend this place only if you don't have a place to go and, it's really hot out side or its pouring rain. read more

BUYERS BEWARE: UNETHICAL SALESPERSON running the store will upsell you and tie you into expensive cellular contracts with unnecessary insurance and services to overinflate monthly charges. Multiple lies were told to close the deal, which I documented and reported afterwards. This store is run by Prime Communications and is an independent reseller, *not* part of ATT corporate. Visit the AT&T store on El Camino Real instead for an honest and trustworthy experience. I was set up on a premium plan with insurance and upgrade fees that ran $186 a month (crazy!) when I specifically went in to be added to an existing family plan. It took a lot of extra time and effort through ATT corporate to rebalance my plan and I was unable to transfer ownership for two months. AVOID this pain and hassle by avoiding this store! read more

UNETHICAL BUSINESS PRACTICES. LIED TO about inventory by staff. I was told that there were no iPhone 16 pros in, not just their store, but ALL OF AT&T stores because of a "nationwide outage".. this is not true. The salesman misinformed me, as a customer, and likely others. I was also told you don't need a receipt and was not given one (YOU DO NEED ONE WTF?!) And I was not shown my retail contract, their signature only is on it when looking at my account. I don't know if they are having trouble with the regular iPhone 16 sales but I was not even told about the buy online option through the app that I found out about later on my own. Not to mention by the end of my hour plus there, they "found" "ONE" iPhone pro max, after they had checked me out and my wife told them she wouldn't be buying one and that she dead set on the pro. I didn't think the difference would be too dramatic but if I'm buying a phone I'd like to buy the one I want, and I'm just gonna exchange the phone at a more competent AT&T store. read more

I switched internet, TV and mobile phones from XFinity to AT&T with the help of Robinson C. Everything went well. After receiving a post card a few weeks later about inadequate documents I submitted on line for some expected benefits, I returned to this store but Robinson was on his lunch break so I spoke to Charles. Charles was extremely helpful, actually submitting my documents for me and checking on the status of my other benefits. He even took the time to explain the new TV app and why I was having trouble with it because it was slightly different from the XFinity app. I highly recommend AT&T, this particular store and especially Robinson and Charles. I would request them specifically. My AT&T experience made me realize how awful XFinity is. read more

They could not answer even the simplest questions about my phone. I thought they were rude and arrogant and condensing and I will never go to that location again. read more

Great experience at this location. The staff was friendly, knowledgeable, and made everything easy. They helped me with the issues I was having with my phone and I left completely satisfied. Highly recommend this location! read more

Worse service I've ever received. If I could give them 0 stars I would! I brought in my new IPhone 16 Pro Max(ordered from At&t) to simply get it activated and it took them 2hours to end up telling me they couldn't figure it out. Just a waste of my time literally, and manager was 0 help at all. Above all else shittiest AT&T service I've received. read more

I don't often write reviews or let alone one start reviews. The staff at this at&t store is clearly incompetent. I won't go over the list of all the things the staff couldn't do yesterday but definitely highlighting on the most important one: The main purpose of yesterdays trip to the at&t store was to put a new sim card on a different phone to replace the current phone being used. The person who assisted could not get the sim card to work on the iphone we needed to replace the old phone. Said there was a network error or something wrong with the phone. "There is nothing wrong with the sim card it's the phone itself". We installed the sim card on the phone we needed today without a problem. There is nothing wrong with the phone and it's finally up and running. We don't even work at the at&t store and managed to do what they are supposed to do AT THE AT&T store. Very frustrating that we had to take time out of our day to do something they were supposed to do there yesterday. Don't waste your time going to this place, the staff are incompetent & they don't care about helping you with your questions/problems. Also, they cannot figure out the basics so just go somewhere else if you need help. read more

I came in to purchase Wi-Fi. My apartment complex had just hired AT&T technicians to instal the new fiber in every apartment in our complex. AT&T technicians came into our apartment about a month ago to instal the fiber, therefore we wanted the new AT&T fiber Wi-Fi. The lady who initially helped us was very professional and helpful but couldn't seem to find the fiber for us. We were asked to wait and all of sudden a worker named Jesus came up to us and started yelling at us that fiber wasn't available for us. No introduction, no greeting, just started yelling. He was being very unprofessional and rude. We tried explaining our situation and he shut us down in a very unfriendly way. read more

I needed to get my grandmother a new phone as hers stopped working. My grandfather recently passed and was the only one listed on the account. I called both AT&T customer service as well as the store directly to see what information I needed to get her mobile account transferred over as well as purchase/activate a new phone for her. I was assured by both customer support and the store employee that I had everything I needed. After getting my 86 year old grandmother in the car, drive down to the store, get her out of the car and inside the store, I was told there was nothing they could do because I didn't bring the original copy of my grandfathers death certificate. This was after I told them on the phone specifically that I only had a copy. All of the employees were short, rude and refused to help. Don't bother doing business with them. read more

Came to store 17 minutes prior to closing and the doors were locked. Just needed to pick up something we reserved so it would have been quick. The girl inside the store saw us and literally ran off to hide. Incredibly unprofessional. read more

Lily was exceptionally rude. Had no remorse and was very unprofessional. Her tone off the bat was combative. Beyond flat out telling me she couldn't solve my problem she provide no solutions, showed no empathy. Awful service! read more

It was really great experience having Navya in helping me and my family out with switching/ transitioning processes. She walked us in all the details and explained everything that other competitors didn't do to us. Very grateful for her excellent service and for being patient with us throughout the entire process. I would recommend this store to anyone . Great job Navya!! Really appreciate you! Thank you, Noel and family. read more

Every time I entered the store with an existing appointment, my wait time was a minimum of 15 minutes, usually longer. My questions were never answered fully, and the service was abominable. I bought an iPhone there and it was not even set up properly. I spent more than an hour at the Apple store at Stanford Shopping Center trying to resolve the issue (they were helpful!) and was finally told that I needed to return to AT&T to have the issue resolved. The people who finally fixed the issue at the AT&T store were nonchalant about the whole experience and didn't even apologize. In fact, every time I was misled and misinformed at that store, there was never an apology offered. Caveat Emptor, as they say... Avoid that place like the plague. Go to the store on University Avenue in Palo Alto... the service is truly amazing there! read more

Don't bother with this place!!! The level of incompetence is astonishing!! Ordered a iphone never received it and at&t had no record of that order!! Had to do everything over again online! Thank you for nothing!! read more

Went in today to ask about the BOGO special that I heard about over the radio with the new iPhones releasing in a week. I was interested in the iPhone Xs. Sales rep Christian told me that In order for me to get the free phone, I have to sign up to Direct TV or Uverse for either TV or internet. After about 30 minutes of listening to his sales pitch about switching from Comcast to AT&T, i told him I have to do a little bit more research and will think about it. When I got home, I researched the BOGO special and it did not require a sign up to Direct TV or Uverse. Wth? Why are the sales rep so shady. They just try to scam people and make people sign up for extra services. read more

I went to this store location to return my old device after I purchased a new device using AT&T Next Up upgrade program. I've had the Next Up upgrade program for quite some time so I am well versed in the process. Associate Jesus informed me that I can't do it because I still had the old device and they should have taken the phone back already as I purchased at the Apple Store. They proceeded to lecture me that the person who originally helped me upgrade was "new" or "didn't know what they were doing." (Not true. Apple takes back devices as a Trade-In through Apple, not through the Next Up program where you return the old device, which you have 30 days to do so by mailing it back or by returning it to a corporate AT&T Retail store location. Also no one helped me, I did it online and picked it up in store through the AT&T Next Up upgrade process) Associate Jesus arrogantly informed me that I should not have been able to get a new device and keep the old one, as it should have been turned in that same day of the upgrade. (Again, wrong) Utterly confused, I asked clarifying questions to ensure they understood what I was in there for. After they spoke to their manager, he told me that I'd better off be paying off the old device and getting a higher trade in value for the old device.... If that's the case what's the point of me having (and paying for additionally on the bill) AT&T Next Up for the entirety of its existence? They then proceeded to lecture me again about how I should have purchased the new phone at AT&T instead. I knew this conversation wasn't going anywhere so I just agreed with Jesus after telling me to "figure it out" and left the store baffled. I stopped by the AT&T store in Santa Clara (Stevens Creek - Valley Fair Mall) shortly after as it was on the way home and explained to associate Jairo that I was there to return my old device after upgrading with AT&T Next Up. Jairo took my old device back and concluded the transaction within 2 minutes with receipts. I was enthusiastic about how quick it was and purchased additional accessories in the process. (Thanks Jairo!) To conclude, the experience I received here was not to my expectation and my expectations of any retail store in general is relatively low. At this store, I was spoken over numerous times and was informed on how I did something wrong, which I didn't. In addition, I was provided with bogus and incorrect information. But what really irked me was the negative sentiment that Jesus provided to me and against an affiliate company like Apple. It's truly disappointing that you have associates working here that belittle affiliate companies or customers as that exhibits extremely poor customer service etiquette. Save your time and don't come here unless you want to be spoken to like a degenerate. I recommend going to the Valley Fair location instead if it's convenient for you. I despise when people say "the customer is always right" because that is not true. However in this case, I was. Cheers! read more

I am so disappointed in my overall experience at this and you can believe me when I say I will not step foot in this location again. I would greatly recommend another AT&T store like on Grant Road in Mt. View. I came last week Thursday before they closed to set up AT&T internet for my shop. My mother and I had to wait 45 min for someone to assist me and then it took them over an hour to complete my transaction. All I wanted to do was make an appointment to set up my service. The guy asked me for my social security over 5 times and he reassured me that they were Not doing credit checks. He made my appointment for Monday. Monday comes around and no one shows up to install. They made me wait over 2 hours, which I had to break away from my busy schedule to set this up and they absolutely did not care, no follow up no nothing. I don't trust this location and it was 3 staff members who assisted us. This is not acceptable and if you want quality service I would greatly suggest that you try a different AT&T. The staff here have no consideration and value for my time. I will not go where I am treated poorly and I don't recommend anyone else does too. I call back the same store today Tuesday 1/11. I speak to Paul. I ask Paul to speak to a manager. Paul then states that he is a Manger. I explain that I expect an apology from the individual I was working with. He apologized and I would not accept it because he did not even know what actually happen. Paul was trying to scapegoat, he cut me off, he would not let me get a word in and then he hung up on me. I tried to call back several times and I guess he say I was calling and it went straight to voicemail. This is a large company and the way they treated me and other customers in not acceptability specially Paul. Paul is a staff members go was very disrespectful and as a team lead he is not equipped with the proper training to offer compassion, or helpful support. When I called back they did not see that an order was ever put in. Now I am cautious as to why they asked for my SS number over 10 times but never set up my account. Please take caution about any information shared at this location. Paul was not rude and nasty bad that shows me the way this company is ran. Paul did not care how he treated his client and Paul did not even let me explain my full issue. Paul avoided my issue by hanging up on me and no customer should be avoided. Paul was not an example of good leadership, instead he is n example of poor leadership if he trains his staff that it's fine to hang up on customers as a company lead. I called back again from a different number and Paul answered. When I asked if Paul knew who I was he responded that he knew who I was. Paul responded your the woman who yelled. I said in a calm voice I could not get a word in in our previous conversation and I called back just to get his name. This is ridiculous that I have to stoop this low just to receive some support. I've been with AT&T over 10 years and I refused to be discriminated so bad but the staff at this location. I have made multiple complaints to At& t's corporate office. read more

Not a good At&t store to go if you need any help beyond a new phone. I needed a number changed over and the process was a total nightmare. Mutliple bills on the same account, multiple trips all produced headaches and more questions. Everytime I thought I had it figured out with the staff another problem would appear on my account. I think basically the staff was not knowledgeable enough to actually be able to make any changes and more problems would appear. If you have at&t I would highly suggest going to another location. Even when getting a new phone, the staff was not able to give a clear answer on the phones that they had. read more

Terrible service. Untrained staff. Unnecessary wait. Why have someone sitting on their phone checking in 3 people an hour? Why not just have them help people? Manager is sitting on her butt, putting a screen cover on and answering questions her staff should already know. Really just awful every time I come. Also they said they didn't take appointments on Sundays but there are appointment slots on the board. This whole place is garbage. Go to an affiliate store instead. There's a great one on university ave. read more

Totally useless store. The associate Jesus was coughing a ton and kept going around the sneeze guard which made me feel extremely unsafe. When I asked him if he was sick and asked him to stay behind the panel to keep me safe, he scoffed and kept going around it. There's also not very much they do in store to help with account management and they give a ton of attitude (both Jesus and his store manager) expecting you to know what portions of ATT customer support can be handled in store or not. It didn't seem like they themselves know what is best by calling ATT vs working with them. Would not recommend this store read more

Terrible absolutely terrible service. DO NOT Go to this store. The manager here is dismissive, arrogant and will not take responsibility for their error. We came in with a working phone and left without it working. Terrible service. read more

Pathetic service by Lily. We were about 15 minutes before store close and she clearly made it clear we were not welcome there. Made us wait 45 minutes before coming to help for a work that needed only 5 minutes. In between made remarks clearly noting her displeasure with us being there. It is shocking to receive such service from ATT after being a high paying customer for 15+ years ! read more