This is a very belated review but I went into this store at the start of the year to see if I could I have them review and possibly adjust my plan to save some money. I signed in and without even looking at my plan, the associate said he couldn't do anything for me unless I was a first responder. I'm giving two stars instead of one star because he might have been busy with other customers in the store (although he probably just assumed I was on a general plan once I told him I wasn't a first responder). I went home and called AT&T and the associate on the phone said the plan I was on since I first got the cell phone in 2002 didn't exist anymore, and that I was paying $15 to $20 too much. She adjusted my plan for me and my bill has been reduced from close to $100 to less than $80. I guess the lesson here is you can get better results by self-help...checking your plan online and calling for AT&T service. read more

Horrible store! One employee working on a phone contract, which naturally took over 45 minutes. Three customers walked out, because the wait was too long. The employee didn't even recognize one of the three who asked her a question. The store displays were in disarray; broken phones, broken chair. It was clean, though. read more

This complaint is strictly about Kevin, one of the store managers. My daughter and I were at the store on February 8th and both purchased an iPhone 11 ProMax. I've had an existing account with AT&T for the past 13 years. The gentleman that originally helped us was courteous, friendly, knowledgeable and walked us through all of our options very clearly. When we were in the process of transferring my data to the new phone, Kevin decided to grab my daughter's phone and walk to a different register without saying a word. We very clearly explained that neither she nor I wanted to be on the upgrade plan. He was dismissive and non communicative. To make a very long story short, we found out later that day that Kevin had put my daughters line on the upgrade plan that she DID NOT want which costs an additional $5.00 per month. When I called to have him rectify the situation, he didn't bother to call me back and I found out that WE have to wait until 14 days later to change HIS mistake. This isn't the first complaint that I've read about Kevin on yelp. Why he is still a manager is beyond me. read more

This store should not be a ATT authorized dealer. ATT should be ashamed of themselves for allowing them to be associated with them! I have gone in here twice to get a SIM card for phones. Both times I was told there were out! (A month apart) Not true! They would just rather sell new phones then give out SIM cards that they make no money on. Stay away from this store! read more

I came in on my lunch hour to buy a new phone because I had gotten mine wet and it wasn't working- it was old and time to get a new phone anyway. Kevin was awesome he helped me out. He didn't try to sell me anything extra and recommended what was right for me. I got the iPhone 6 16gb, which is a big upgrade from my 4 and I am loving it!! I didn't have the info needed to activate my phone, but Kevin was patient and even let me use his personal phone to call out because mine didn't work. He was the only one in the store because his coworker was on lunch, and he also helped customers who came in while trying to help me. Needless to say I was there for a while, not because their service was slow, but because I didn't have the info they needed. After I finally got the info, Kevin helped me setup my phone and pick out a phone case. His coworker Joe came back from lunch and was nice enough to buy me a Jamba because I had jokingly asked where mine was. These guys definitely went above and beyond to make my day and the phone buying process less painful. Thanks guys!! read more

This AT&T store has big issues with service process! First expression is ever lasting hiring rude greeter won't fix the quality of service after that! The time it takes to be served for the simplest items such as just to purchase a Bluetooth, a case, and or a plug without waiting behind people that are waiting for direct phone service. Long wait time beyond wait! read more

Had a quick in and out process for my trade in upgrade. I was helped by Mustahfah, and things were going smoothly. I wasn't planning to get any accessories, but thought I'll just help with this guy's commission. Nothing fancy just a case and screen protector. Ran through the process, all was good and didn't bother checking my receipt due to the fact I needed to hurry up and be somewhere. Fast Forward: Looked at the receipt and got a text welcoming me to the mobile protection package. Mustahfah put insurance on my plan without notifying me at all. Dude shouldn't be adding or removing things on people's bills without the consent of the customer. Called into the store and I told the manager. He told me he has now talked to his representative and has never had any complaints before. I'm guessing this happens a lot at this store, but people don't notice. Quick Note: Look at your receipt after seeing this store, especially elderly customers. It may say $0.00 next to a mobile protection plan. They did not give you that for free, it will charge you on your next bill, and the bill after that until you take it off. If you're a past customer you may want to take a check and make sure your bill is the way you want it and you're not paying any fees you never agreed to. Mustahfah or Kyle, if one of y'all is reading this, you probably don't care. I would of gladly put it on my plan if someone asked me. But, I don't want dude getting any commission off of that minor sale. Learn to actually sale without doing something shady because you obviously need to learn y'all place and have some type of integrity. read more

I do not own a smartphone as I've never really felt I needed one. However, recently I decided that having one might not be such a bad idea just in case my car breaks down or I have a medical emergency, God forbid. Also, I've become interested in some of the new Google apps that are available now. After researching the AT&T smartphone offerings on the Internet, I decided to purchase a Go Phone and compatible service plan. When I got to the store, the manager tried to tell me that the service plan I was interested in did not exist. After I pointed out his error, he suggested I leave the store. Meanwhile his assistant was trying to register the phone using his computer, but he couldn't figure out how to do this. I understood why when he told me all of his previous work experience had been in a supermarket. The phone plan I had selected, which the manager reluctantly acknowledged the existence of, came with very limited memory, and I was not sure whether the apps I wanted to use would run properly. The assistant told me I would have to purchase the phone and plan to find out whether the apps worked or not. I told him this was unacceptable---that I needed to know before I bought the phone. The manager insisted this was not possible. When I continued to press this, the manager ordered me out of the store. I left, but not before sharing a few choice thoughts with him. When I got home, I called the AT&T corporate customer service number to file a complaint. The agent I spoke to apologized and offered to send me a free phone and tablet to make up for the discourtesy, after first clearing this with her supervisor. She told me the phone and tablet would arrive in one or two days. Of course I was very happy, and I thanked her profusely. The bottom line is that the phone and tablet never arrived. I can only conclude that AT&T has now added bald-face lying to its marketing strategies. read more

guy here said that we could just put a sim card in a phone that wasn't an AT&T carrier. We charged the phone, and of course it didn't work. We went there specifically to change the phones carrier. He was rude and just wanted to get home since his shift was over. Worst service ever read more

This place deserves 0 stars! My husband and I came in today and had the worst experience ever! As we walked in Michael (store manager) was sitting on the counter on his phone and Patricia looked at us with a blank stare with no acknowledgment. What brought us to the store was my husband, and I needed a screen protector for our phones and were interested in the DirectTV services. We purchased the screen protectors and asked Patricia to apply the screen protector to our phones and then asked if she can take our phones to the back to apply the screen protectors. My husband and I thought that was kind of strange, but we were in a hurry to get out, so we allowed her to do so. While Patricia was in the back applying the screen protector, my husband had other inquiries about AT&T services. He asked Michael Sayegh a few questions regarding DirectTV, and he was very short and aggressive to the point where it became very uncomfortable. My husband immediately asked him to bring his phone from the back and issue him a full refund due to their poor customer service. We have been with AT&T for over 10+ years with our personal and business accounts. We have NEVER experienced such horrible customer service that we received today! We will never step foot in this store ever again because of the way we were treated. After today's experience, we're strongly considering switching carriers. I strongly advise you to avoid this AT&T location at all cost! read more

What a pleasant surprise our experience in this store was! Be advised that this is not a corporate store, it is an "Authorized Retailer." So you can't do things like pay your bill here. What you can do is get EXCELLENT service from knowledgeable and friendly advisors. Manager Kevin and Staff Mustafah were very helpful with my mother and I. Not only did they help her pick a new phone, and set it up, they gave her lots of encouragement. The week before we had a horrible experience at a regular AT&T store where we waited over an hour and still could not be helped. The guys were so friendly and very considerate. Kevin brought me an ice cold water, and my over 80 YO mother appreciated a senior discount. I very much recommend working with this store. read more

I would give less stars if I could. This is the 2nd time I have gone to this store and I should have known not to even waste my time. I will start by saying I have ALWAYS had a great experience at the Livermore ATT store. The first time I visited the Pleasanton store no one greeted me. By the time it was my turn they didn't have any new I phones in stock so I left. its obviously frustrating when you go into a phone store, wait for that long to be told they don't have the phone you want in stock. Today I had an issue with my sons phone. I upgraded our family share plan and his phone wasn't working. Called customer service and they did some trouble shooting only to confirm it must need a new SIM card. They said go to your nearest store. I work closest to this store so I went in. There were 2 employees working with customers and 2 waiting before me. The fact that neither employee even looked up to say welcome to ATT or any type of greeting what so ever was a very poor example of customer service that I would not expect from ATT. So here I stood waiting for almost 30 minutes which I was fine with as I understand they need to help the current customers first. When it was finally my turn I told them why I was there and they said they didn't have any sim cards. SO I now wasted 30 minutes waiting and 40 minutes total in driving. This is the 2nd time this store didn't have what I was looking for. An I phone and now a sim card. This seems like pretty basic stuff to have in stock. They sales rep didn't seem to really care but I was frustrated! I literally had to tell him the multiple calls with customer service to try and get this phone working and how they told me to come in. I started calling customer service right there in the store and he then said let me look at your phone. He took the sim card out and put his in from his personal phone and said it was working so that it must be sim card issue. I felt like it took me voicing my issues and frustrating with the service I am paying for, for him to finally try something. Had he acted like he understood my frustration and tried to trouble shoot the issue I would have at least felt better about the situation. When I walk into the Livermore ATT store they have someone greet you with an ipad and they ask for your name and why you are there and they can advise quickly if you should wait or not. I get this Pleasanton store is smaller but even with 2 employees there is no reason for them not to at least greet customers walking in! This store never seems to have inventory and due to the lack of customer service I wont go there in the future, even for something minimal. read more

GOTTA LOVE THESE GUYS & GIRL! Thank you Patrick, Kevin, Hooka, Dan & Robin for helping my mom get a new cellphone! She's a senior & you all did such a great job at making her feel comfortable when she was nervous about getting a smartphone. Kevin & Patrick you guys are the best going above & beyond! Talk about amazing customer service! I'll never go to any other store because of you. read more

I usually don't write too many reviews but I'm really pleased with the staff and the service here! They're extremely detailed and fast in the service that they're providing. I will definitely come back here. read more

I just got done purchasing my new iPhone 8 from this location and I have to say that I was very pleased with the customer service. Mike is super friendly and courteous. He does his best to make sure everyone is taken care of and he's the only person working! Although it took some time because of stuff I had to do on my end, the experience nonetheless was great. Will definitely return for future purchases! read more

One of the worst stores of ATT I had visited. I went to this store after I had chat discussion (reference 744318463340910292) with ATT and they advised me to visit ATT store with their chat reference. The below was chat reference: "Insurance claimed device actually comes with a 1yr warranty. No need to file an Insurance claim again for your phone and pay deductible price. We can partner with our warranty department to check the device and if needed to replace, we can do that." The store manager (Kevin Boitano) was one of the rudest and impolite person I have seen and flatly refused to acknowledge that this chat is from ATT despite of the transcript and reference number. He told me that I am wasting my time by showing him this chat transcript. Please avoid this store just because of this person. Initially he refused me to give his name but provided that when I insisted that I need this for my records while transacting with ATT for replacement. There can always be discrepancy between different support channels but you need to hear out customers and try to address it. read more

if i could give them no stars i would - they are careless/rude and the most unhelpful people ever... i will never go here again and i dont recommend anyone else go here - there is a wonderful REAL ATT store inside Stoneridge mall and definitely worth driving down there. DONT GO TO THIS STORE - TERRIBLE! read more

I would give it less than star if I could. Just walked to transfer from an iPhone 5s to the 6s that I received from Apple. Kevin was rude! His response to my request for was "why are you here, just transfer the service" and then he said "they must have sent instructions in the box just follow those." I walked out immediately! read more

Just had the WORST EXPERIENCE EVER at this AT&T Store Dropped in during lunch today to ask about upgrading my wife's iPhone 5s to 6s Plus. Was greeted by Kevin (apparently he's the store manager there) I wanted to know how to extend my wife's AT&T contract for another 2 years. This is where it all went downhill. Kevin said "oh we can't do that in this store, but you can purchase the 6s Plus outright from us for $750 or sign up for the AT&T Next payment plan" When I asked Kevin why he couldn't just do the 2 yr contract extension he looked irritated and just WALKED AWAY from me and started helping another customer. Nice move bro. Your attitude SUCKS Kevin. Like another reviewer said, I hope the higher ups at Spring Mobile reads this and you get demoted or fired. You do not belong in a "customer service" position. The fact that you're a store manager is even more shocking. I feel sorry for the people that work for you. . read more

Not a corporate Att, it is a "authorized retailer" that tried to hide so when I ask specifically. Bad business already. Not interested anymore in even giving the small business a chance so I don't have to go to the corporate store in the mall. Truth is what it is, please be honest to others in the future. read more

Carolina Gonzalez did a really great job in assisting us yesterday. She was so friendly, courteous and knowledgeable in all AT& T products and services. She is a valuable asset in AT&T. We hope that she'll have more happy and productive years at AT&T and that she be valued for her services. read more

We previously received great service here from zaheir. Unfortunately we got the other guy today. Think he might be the manager. Sandy brown hair. He was so rude and disrespectful. I was asking questions about my dads plan trying to figure out how it works and he grew frustrated very quickly and told me to call customer service and they would explain it to me. I asked what they would say differently and he said nothing it will just be a different person explaining it. So apparently he just doesn't want to take the time to explain. I told him he is obviously having a bad day and being rude and jerky and we will go somewhere else. He made some rude comment as we were leaving about how he has to deal with stuff like this all day. Wow. Unbelievable. They all seemed pretty stressed today. Wait until after the holidays I guess if you hope to be treated nicely. read more

This AT&T location has a great atmosphere and terrific people working there. Just recently purchased a Galaxy III S for my husband. He doesn't use a computer so needed a lot of instruction. Shannon was our customer service rep. and she went above and beyond with me when I was looking into getting the phone and then also later when my husband came in to get it set up. She was very knowledgeable and patient and made the experience very nice. A real gem. read more

Leonard and hookah are knowledgeable and helpful.... I had my problem taken care of in 10 minutes....thanks so much for the help

There is a loose screw in this store. I asked to have AT&T service started on a used iphone 6 whose previous carrier was T Mobile. The salesman removed the sim card and used scissors to destroy it. I didn't understand what he was doing at the time. I went to the T Mobile store down the street to have it unlocked and discovered the missing sim card. Twenty minutes afterwards, I went back to this AT&T retailer and he pretended to look for the missing card in the garbage. Of course he was unable to find the card because he had destroyed it. Why did he perform this public play? I asked for him to replace the sim card and he told me to leave his store. He took a step towards me as a threat. So I left. I drove over to the AT&T store in the mall. The associate politely explained I had to have T Mobile unlock the phone. He even put in a new sim card. You really can't tell by looking at someone when they will become unhinged....Just walk away when it happens. But at least point a light on it. read more

Criminal billing activity. They promise a lower monthly rate when you threaten to leave and then they promis the moon. Bill comes and they did zero and it keeps going up. On hold for over a half hour 3 times! When you finally get someone they are overseas and do ZERO. When you escalate they send you to retention department that apologizes and promises to fix. It never is fixed. Try to cancel and they put you on hold and then hang up. ATT BLOWS! read more

I have spent the last two days on the phone with AT&T! 31 minutes in Saturday and 45 today. I lost all services on Friday 8/23/13. I was told no one could come until Monday to repair problem which is with their equipment out side! I have no way of contacting 911 in my house as cell phones don't work inside of house. I was informed Saturday that a emergency request was put in and I would have a teck on Sunday! That was from call center I PI! Today I was informed after 45 minutes that work request never put in and this was from call center in India! I don't blame call centers I blame AT&T for their lack of customer service! They then insulted me by offering a $ 20 off my bill! Really let's see jeopardize my family by not having 911 not to mention my wife's ability to conduct business from home! I'm ready to pile all hardware on street and let them talk to my lawyer for payment! read more

The customer service at this place is terrible. I came to upgrade my phone since I was eligible for the 2 year upgrade and I got a 5 minute presentation from two different employees on why I should sign up for the AT&T Next plan instead when I buy the phone because I'd be an idiot losing money if I didn't. I asked them what were the main benefits of the program and all they could tell me was that I'd save money. They didn't show me my new adjusted/different plan or really try to help me, they just wanted me to sign up for the Next plan for a more expensive phone that I didn't even ask for! I'm sure they're right about the saving money part but their attitude and condescending tone was such a turn off that I left the store after 15 minutes. On top of that, they said they didn't even have the phone I wanted in any color and it would take a week to arrive. If I was going to wait that long, I might as well just have the phone shipped to my place and bring it a store that actually appreciates my business. read more

For the third time I went to this location and was treated very rudely by Kevin. He is unpleasant , rude, and a little condescending ! I will not return to this location and I will not recommend it to anyone I know . If you want quality service and go to the Stoneridge mall location. You will have a much better experience there even though the wait is a little longer. Avoid The Hopyard store , and avoid Kevin!!!!! read more

Kevin boitano made my phone upgrade smooth and painless. He was very knowledgeable and made the experience very pleasant. Thanks!

Horrible customer service!!!! The employees here do not care about the customer. I yelped the reviews and went to another store. A week later I needed to get a form for a discount so I made the mistake of going into this store. Just to get a form! The employee said he had the form but told me to go to the mall???!! Since they are a corporate store. WTF? Lazy asses can't give me a piece of paper! They should close this store! Read the other reviews' there is a reason why this place has two stars! Really should be one! read more

This store is great! Slater, Kevin especially were a tremendous help with getting me set up, and repair service as well. Thank You!!!

I am completely in awe at the kindness and helpfulness of Audra and Tracey this afternoon. They both went above and beyond to help me, and I mean that literally. Tracey spent so much time helping me with my new phone and computer. I highly recommend this store. They were knowledgeable, professional, and SO patient. Thank you!!! read more