I teeter between a 2.5 and 3. Helpful enough people but not the best customer service. When you ask if they can search other stores they say "we can give you the numbers but can't do it ourselves"... and I know they could put a bit more effort into it. The store isn't bad, though. They have a decent selection and it is open enough to be able to walk around... but their stock seems to be pretty lacking when you actually want something. read more

I came in with an extremely complicated and extensive problem for the store reps with a Samsung S10e that I wanted to return for a Samsung S10+. Reason being is that the S10e was too small for me. I purchased the S10e online and had an expert pro set it up. This made the exchange and/or return at the store level very difficult. I arrived on Tuesday and worked with Andrew for two hours. Although, he was unable to clear the way for me to make the exchange/return, he worked very hard trying. I very appreciated his efforts. I scheduled an appointment to come back on Saturday. I was seen exactly at my scheduled appointment time by Jelin. He worked with me for over an hour but was able to clear the way for me to make the exchange/return. I wish to give kudos and my thanks to Jelin and Andrew. I would like to also note that all the AT&T reps at this store work very hard for each customer as well as spending a considerable amount of time with them. It takes a lot of patience and a special kind of person to hold this job. Thank you. read more

It's too bad how a long time customer like myself over 14 years was treated today. A new Samsung Galaxy S3 that had camera failures a month after I bought it, but didn't have time to go out of my way to bring it in until today. Most of the time it didn't work, but it was very fickle when it might just happen to work the past 2 months. Unfortunately, it had fallen out of my pocket just a few days ago before this appointment and had no effect whatsoever with the camera issues. Anyhow, I thought if they could get the camera to work I was happy and I even offered to pay for the cracks in the screen. But, no they kept repeating that the cracks immediately voided the warranty and that they could only "flash the software" hoping that would fix the camera issues and everything (eg. data, photos, contacts) would be wiped out. They said there was no guarantee but that the only other option would be for me to buy a new phone at $175 for something that wasn't my fault. I just didn't understand their logic. They said even though the screen wasn't cracked and their flashing couldn't fix the camera that I would get a new phone, but now that they saw it was cracked, all bets were off. I was really hoping they could be logical and reasonable and take care of their customers like they had with my past phone that really stunk with speaker and firmware issues and gave me a new phone even though that didn't fix the firmware issues at least I had faith that they put their customers first and wanted them to be happy, but NO. That was the reason I decided to renew my contract and upgraded my phone thus, agreeing to a new 2 yr contract. Ironically enough, the camera worked when I walked out to my car and I walked back in and showed them and they didn't care. A minute later, it didn't work again. Life sucks and AT&T sucks more! read more

Worst store and biggest scammers ever. Went there with my wife on OCTOBER 2020 to update our phones and after we bought two new phones for $3000.00 the guy told us about a promotion that if we buy iPhone 11 it will be $1.00 so took it and they charged us $850.00 that they were supposed to deposit back to our account in few days, and now after one year and two months haven't got my money back. I waisted a lot of time and my wife's time going to the store back and forth and calling and seeing too many managers (non of them knew what they were doing) and all what I got is phony promises. I've been a customer with them for long time (my business and my home) and I'm so frustrated with them I'll change to a better company as soon as I can. read more

Terrible customer service, no one takes the responsibility or help with resolutions. I bought two phones from this store which supposedly were on promotion, but never received the discounted price and still paying the full amount for the phones. Apparently the salesperson resigned and the manager didn't have any record of this promotion and didn't know what the salesperson sold. The manager promised to call back, but never did. The 1800 customer service routed to the store for the resolution. I can't wait for the contract to be over and move to another provider. read more

I was so dissatisfied with my service here today that I quit and switched to Verizon the same day.

Came in today at the busiest time of year (iPhone launch). Was helped by Gary and Rose. I have never had better service at a cell phone store than I was provided by these two amazing people. Thank you Rose and Gary it was a pleasure to meet you and thank you for making it easy for me to work with AT&T. D read more

A big thank you to Dom for assisting me in upgrading my IPhone. He was very attentive, patient and helpful! He has excellent customer service skills. I would highly suggest booking an appointment with him! Thank you Dom! read more

Threatened with violence. I get to the ATT store because I wanted to change my plan and lease a phone. I wait for a good 15 minutes before I'm put on the wait list to wait another 45 minutes. Finally it's my turn. I tell the representative what I needed to do. Immediately he runs to his manager to ask him a question (I can only assume because he didn't know what he was doing). I tell him which phone I want to lease to which he counters with are you sure you don't want one of the value phones? No... I said I wanted this one. We proceed to fill out the information. He asks if I have an alternate phone number I say yes but I don't answer it. He says which one is your cell phone? For the third time now I tell him my cell phone number. At this point I'm confused and don't feel comfortable giving this guy my social security number and letting him run my credit. So I say you know what let's cancel it. He says "yeah okay get out of here" on my way out I tell the manager that he sucked at his job. He then proceeds to follow me outside the store to ask me if I was bipolar and that I should come back in an hour when he gets off work because he wanted to fight me. Very disappointed with this experience needless to say... didn't know I was going if for a fight. read more

Pleasant experience with a mandarin/cantonese speaking fellow who helped us out. i walked in with my huge chinese family and only wanted to get a small prepaid sim card. it was only a 25 dollar prepaid card nor did i expect good service. the guy was extremely helpful and helped to assist my oversea friend to get her iphone activated with the prepaid card. he even locked the DATA connection on the prepaid card so that she wouldn't be charge for DATA. overall nice experience. too bad they couldn't get my service since i'm on Employee Sprint plan. read more

On Customer Service alone, AT&T deserves five stars. Specifically, I'm referring to Retail Sales Consultant, Angela Dorsey. If you had had support issues in the past, next time, ask for Angela. I work in Mountain View, and I frequently visit their 1040 Grant Road location. San Bruno is much larger, and I like San Bruno's lounge area. If you're going to wait, you might as well be comfortable. Thank you for the positive experience. read more

I came in with 2 iPhones and 1,000 questions. Carlos took his time and patiently answered them all. read more

Signed up for at&t almost a month ago, scheduled an appointment for internet and wifi installation. No one ever showed up, no one called, no one reached out in any way. I had to call after waiting all day for someone to show up, got told they had an issue and would not be able to tell me when they could reschedule until the issue was solved. Around two weeks later and a dozen calls explaining how they valued me as a customer, but still would not be able to schedule an appointment, I had to cancel. Their website pulls you in with what looks like good deals, but not only did I not receive any service, they also cost me time. Worst experience with any service provider I've ever had. read more

UPDATE 10.1.09 Let me just say that I almost retracted my review when I had a recent bad experience at the store. To make a long story short I came in with a phone texting problem. The gals who helped me did a master reset on my phone without asking for my permission. Suffice it to say, I lost everthing! Priceless pictures and videos! I walked out of the store to calm myself down. It was an upsetting experience and the gals who helped me were not even sincere with their sorries. Later that day I spoke with the store manager, Jose. He gave me his full undivided attention and truly helped me with this issue. He wanted to make sure that he/they gained my trust back and it did. I am very happy with his service and personal care. I was so delighted with the service I got that I even gave them donuts the next day. To this day, I'm still completely satisfied with this OUTSTANDING service that I talk to almost everyone about my experience. Jose was professional and just awesome! Now I know why they call this the EXPERIENCE store....because the experience Jose made me feel was just EXCELLENT! ****************************** Well.....here's an ACTUAL 1st customer review! I've always hated the store in Daly City and thank goodness they opened up a NEW one here in San Bruno where the old Blockbuster used to be! It's a great location, very easy to find with plenty of parking. It's a nice and big store and very clean! Now I'm almost afraid of writing this review because now people may want to drive a little further from their local ATT store to come here and this place might turn into another store like the one on Gellert. (see my review on this below) If you read my other reviews....I'm big on CS--customer service! The first time I walked in....I was "GREETED" with a smile and really geniunely asked how they can help. They have a lot staff people just waiting and willing to assist. My phone broke and this nice young gal tried to help me with my phone issues. She was very nice, very helpful, and also very knowledgeable. I was impressed! She didn't try to "SELL" me anything I didn't want or need. Just gave suggestions which is what I like better than a comission hungry sales person. She did invite me to come to their actual grand opening this weekend to check out their promotions which I actually am going to do. Later that evening I had to return because I accidentally locked my phone and could not for the life of me figure out how to unlock it. I was in a panic! I had an appointment I had to get to and I was hoping that they would be able to help me right away. Once again, I was greeted at the door very sincerely. I asked for the gal who helped me earlier and another guy helped me as she was not available. He was equally as nice and helpful. He helped me through my problem and I was in and out! I don't know if it was just my lucky day but I really recommend this place. I know this place is new but I just hope the business and the staff keep up the good work because there's nothing worse than having phone problems, be greeted by "write your name on a WAIT list", and be assisted by unfriendly and unhelpful staff. ATT San Bruno....you deserve a 5! read more

Thank you Rose, for taking my call and suggesting that a schedule an appointment. Rose listened to my circumstances. My father was flying in from overseas into SFO and I wanted him to be able to use his phone right out the gate of the airport. She knew that i could not just pick up a sim card, and i needed to bring my father and his cell phone into the store. She said that why don't you make an appointment because he won't want to wait long after a long flight. We walked into a very busy store and overheard that the minimum wait time was 45 minutes. We were helped right away because we had scheduled the appointment. This was painless and very efficient. You have a very friendly and knowledgeable crew. Thank you Anthony, Jessica and Ceaser for you fast and attentive service. Anthony was especially personable and made great suggestions to make my father extremely satisfied! He was not only able to address all the needs but made the experience! Thank you AT&T! read more

I had gotten my iPhone 7 plus in the mail and my SIM card wasn't working. I came into the store to have it checked out and was instantly greeted by David. He informed me that I could just move my SIM card from my old phone into my new one. He did inform me about the iPhone trade in deal going on that I had no idea about. Long story short, I got an AMAZING deal on my new phone that I, otherwise, wouldn't have had had my SIM card been working properly. Great service, great staff, super helpful and I didn't get the feeling that even though I asked 84,000 annoying questions and made 12 million phone calls that I was a nuisance. David's a gem! PS: I left having ordered 4 more phones! This store is the one! read more

Came here to ask for help on a old flip phone's blue-tooth module. The staff there are not equipped to do factory diagnostics. They simply pull the battery and do the software factory default option. This place is probably helpful if you need someone to show you how to do a software reset. If your device has hardware problems, I am not sure what they can do for you. read more

Came here to get some answers regarding my family's wireless plan. I was expecting to deal with a long wait because the day before was super busy (45min? No thanks!). I was pleasantly surprised when I explained to the AT&T hostess (is that their job title?) that I wanted to remove an insurance payment to have Certes at my service within 5 seconds! As I prepared myself for a speech on how the insurance policy is worth it ... Blah blah blah... He completed my request quickly and informed me that in 3 months, the phone'd be due for an upgrade. So as long as the phone doesn't break before then, we were ok. I asked why we weren't able to send/receive text pics, he gave me a nice explanation and said he could unblock it for me but also informed me of the option I had to do this online! I was also looking for an iPhone case and Certes was also helpful on which cases would work best depending on whether I'd have a screen protector or not. He wasn't just trying to get me to buy the most expensive one! So nice! He also made sure to let me know their awesome exchange policy if I ended up not liking what I got (FYI loving my new speck case - purple plaid!) I'd definitely come here if I have any problems that can't be addressed or changed online! read more

Knowledgable Staff did what they could to help me as much as they could. People go there thinking this spot is a recycling center dump your phone get a new one. No it doesn't work that way. There are rules lol that need to be followed and these guys definitely try to help you to the max. Thanks guys read more

This store sucks bad...it's an hour before closing. I'm picking up my phone purchased online and have to wait to see someone to hand me my phone when the door chump could have done it. Thought he was so slick in telling me he or someone else would get it for me but didn't get my info...smh. Waste of space. read more

If I could give negative stars I would. This place is absolutely terrible. I go in to get a new account with two new lines. I stay waiting for a while (always seem short staff while I'm there). This man comes and helps me after 20 mins. I tell him that I came before and that my social got flagged. (Usually if you get flagged at a store. They call a number to see why your flagged. Either it's because your identity has been stolen before or if you've had problems with the company before.) He told me that he doesn't call customer care to clear that for me and that I have to do that my self. Which I found extremely odd, I have never heard of that before. I call the number he gave me and I talk to the customer care. Once I got on the phone the sales representative left me there by my self and didn't come back to check up on me. He basically didn't want to help me at all. I talked to Customer care and he told me that the store representative has to take care of my account if it got flagged and that I shouldn't be doing that my self. I explain to him what's going on and he said that he could check for me on why I was flagged and see if he can clear that up for me. He did the credit checked and told me my social wasn't flagged and that i was able to get a new line with ATT. Basically this store found me sketchy and didn't want to help me because of the way I looked. I'm extremely offended. I have never had this happen to me before. The man on the phone who helped me was absolutely amazing and helped me with anything I needed. I ended going back to the store that wouldn't help me and made a complaint to the manager. He told me that he's sorry of what happened and that he could help me get a new line. I told him that i already did everything on the phone and that he should do better on how they take care of customers and I walked out. I will never go to this place again. read more

Not pleased with the customer service I got from Ary. I can tell when a person only wants to help for comission and not genuinely at all. He wasnt glad when I came in to buy the 12 pro max because it was it was sold out. His mood changed when my dad said he wanted an apple watch. then changed again to being impatient because we couldnt return the other watch from a previous order (we wanted to exchange and cancel other watch). Theres nothing wrong with wanting comission. There just has to be a balance of genuinely wanting to help the customer. If his excuse is hes having a bad day and its almost closing, thats not our fault. read more

16 October 2018 Congrats AT&T for having nice staff at your San Bruno Town Center Mall. Following-up the delivery of my Iphone XSMAX was set and done so quickly. Archie, thank you so much for your help! read more

DONT BRING YOUR KIDS HERE! Brought my child in with me and the first thing I noticed is the inappropriate music. Come on now that's the lost thing a store should be playing. Besides the music customer service is terrible majority of times read more

Came in today around 5ish and was greeted by this short asian lady with black hair to sign in. She asked what we needed and I said we needed to check for pricing if we were to add a line and if they offered free phones to add a line, she said it'll be about a 45 minute wait, so I asked my husband if he was willing to wait that long. She then proceeded to tell us, "well what kind of plan do you have, i can just quickly tell you your options," well my husband and I didn't know off of the top of our heads what kind of plan we have, so I asked if I can log into my account online and maybe that will help, she said sure, and then she talked to another coworker and then walked away, I finally got to sign into my account online, patiently waited for her maybe 5 minutes or so, but saw her already helping someone else + I noticed other people were able to sign in before us so I asked the new sign in lady to follow up. I didn't get the first lady's name so it took a few minutes for us to find her. I saw her walk out so I told the new sign in lady it was her. So when they were talking, I heard the asian lady rudely denied about our conversation, something about me not wanting to wait for 45 minutes. Girl! we didn't get to the point of deciding that, I was logging into my account, you forgot already?! You could have very well told me you need to assist someone else now, so I'll just have to sign in and wait; would have saved me time and the frustration. Anyways, another guy kindly offered to take over and help bump us up the waiting list before the other people that came after us. But after making that face, making me feel stupid, as if I made up my story, I'd rather go elsewhere. Such lack of customer service skills, what a way to ruin my day. read more

Worst phone response ever. Try to call store and you get in an infinite loop of recordings. Finally you are told that you made the error and are disconnected. If you need to talk with this particular store, you might as well drive to it and sit and wait. read more

att and their francises are cheats, liar, and fraudsters, they continues to qoute one offer and price and then charge customers a much higher price, then they lied to us about our old phones being 5g compatible , then cancelling our phones and said the phones were not compatible. think twice when going with these cheats. read more

My experience at ATT San Bruno was awful. I received poor customer service the two times I visited. I was lied to by a shift manager to get me to purchase a 2 year plan. The second time I visited I was treated poorly by the shift manager Yi Ting and Store Manager Bobby. I caught Yi Ting in a lie and the manager was rude when I brought my concern to his attention. Horrible Customer service, terrible staff. read more

AT&T is a joke to begin with, but their policies are mostly non-sensical. I have an iPhone with an open line and while traveling overseas, I bought just about 7 sim cards in 6 different countries, no problem. I come back to the U.S. and the B.S. starts right on the first day. Everyone needs internet these days. You would think, 'Easy, that's cool, I'll buy a sim card, put money in it, subscribe to a data plan, then I'm good to go'. I went to Tanforan Mall AT&T and I got exactly what I needed in 30 minutes. I talked to someone, he says I pay for the micro sim for $25, then the monthly whatever for another $25. He dials AT&T customer service, talks to someone over the phone to configure my phone's settings, 20 minutes later, I was good to go with 1 BG of data useable for a month. My boyfriend arrives a week later and we try to get him the same thing, and the manager says 'We're not supposed to, I can't help you. You can go to the AT&T store across the street. They'll help you out', Okay, easy enough, we did. Of course they won't help us! The moment iPhone was mentioned, we go turned down. After 15 minutes of us insisting it's possible and your iPhone won't "simply eat" your data in 10 minutes using the right configuration, I had to ask for an alternative because the phrase 'it's against company policies' has been mentioned 20000 times at this point. So we say, 'Okay. What if we didn't have an iPhone, we just want a sim card. Just one that is activated. Would you sell us that?' We have the money, they have the product. They say yes. We were sold a regular sim instead of a micro sim, which is fine. T-mobile from the mall has a sim cutter they let us use. They helped and apologized for turning us down multiple times, but we lost 20 minutes of the day arguing with them. When all they had to do was offer a solution right after saying it's against company policies. read more

Been a long time customer of AT&T Over 20 years this store gets really busy sometimes.. The associates When entering the store check you in on their tablet for waiting list for sales associate I've gotten great service from niko and Marvin get the special promotions on my iphone and Samsung, beats wireless headphones and Accessories .... read more

sometimes I have a problem with my internet or phone I have been there several times and always helped me amazing people I would like to thank them !!! and to recommend to anyone who has any problem with any device read more

I found myself back here again because my Blackberry Bold 9700 was acting up (freezing and restarting itself) and I knew that if I wanted it to be replaced this was the place to go. Coming here is way better than calling AT&T and talking to 10 different people until you can reach someone who can actually help you. I came in at 7:30pm and there was only one other customer inside and one employee working. I told the employee what was going on with my phone and he took a look at it and agreed that my phone was freezing, he said that he was going to replace my phone and have all my pictures and contacts transferred over. He told me to have a seat and in 5 minutes I was ready to go, new phone, all my pictures and contacts transferred over, THANK YOU!! read more

If you're an AT&T customer, I think you should know about something they do NOT advertise: AT&T Device Support Center Colma: 13 Colma Blvd, Daly City, CA 94014 Hours of Operation: Mon-Sat 9am - 9pm, Sun 10am - 7pm Phone Number: 650-301-0582 From 280 Southbound Take Exit 47A (Serramonte Blvd) and turn left onto Serramonte Blvd Turn left at Junipero Serra Rt Colma Blvd It's a little hole in the mall place. I walked in and described my issue. They said one person was ahead of me, and then they called me up 5 minutes later. The very competent lady (Terra) looked at the phone, tried two things quickly, and then said, "we're replacing your phone, please have a seat." 2 minutes later, she brought me my phone. Stunning competence. Note that they do not service phones covered by insurance, just those under warranty. read more

I was frankly shocked at the great service I got when I went to replace a flip phone. The staff were very helpful in saving me money not only on a new phone, but also on giving me information to help with billing questions I had for a complicated combined bill. read more

If I had to go anywhere on earth again this would not be on my list - I have had better experiences at the DMV. Seriously. So after being told by the AT and T store that I needed to come here to deal with my lame Nokia phone which keeps dropping calls and saying I can only dial emergency calls, won't go on vibrate and freezes while sending text messages I drove the 10 minutes to be treated like a piece of cattle. I am not sure what sort of arrangement AT and T has with this contracted team of zombies but they need to regroup and redo this store. The woman who helped me hated her job and pretty much the world as I approached the counter. She was immediately annoyed to see me breathing I think. I told her my issues and then was told I had to sit down with the other 8 people in the chairs and it would be 30 min. Um - why? Seriously the other two people were not even helping anyone they were typing my guess was on their personal email accounts. So I waited. and waited and waited. Minute 43 - I was finally called up and I explained what was wrong. He looked at me asked for the typical things you do and then looked up and said - oh we don't have that phone in stock we will send it to you. WHHHAAAT? So pretty much I could have been told this 45 minutes ago when she wrote down my phone model and had a choice to just call the 1-800 number and go on with my day, but no I instead sat and waited. AT and T disappointing on all sorts of levels and the next time I need help with a crappy phone I will be calling the 1-800 number these peps have no clue what they are doing. read more

Worst AT&T store experience ever. The sales rep mess up on my account in the system on a Friday and no one answers the phone here for the last 5 days, not even AT&T Corporate can get a hold of them. So odd considering this is a store that sells communications? Not good for the AT&T brand, need to train its employees and focus on customer service. read more

I wish I knew about this place when I had so many problems with my old phones from AT&T.. fortunately for my dad, he found this place through the internet and decided to drop in after months of problems with his phone. Prior to the time I went with him, he went in several times and they tried different things such as swapping out sim cards, changing the whole phone with a new one, etc. Nothing seemed to help and the phone continued with its problems... We finally came back last week and the guy who worked behind the counter recognized my dad and said that he helped him a few weeks ago.. I guess since he noticed how many times my dad came back, he offered sending him a new completely different phone at no cost.. so we took the offer and my dad is pretty happy. read more

Went here on Friday to add a new line and also purchase the new iPhone 8 plus. Was greeted by Dominic he was so nice and helpful he got my new phone set up and my old phone to add line. His customer service skills are so good. read more

The phone rings and they never answer it. Customers come in and they don't help them. It's just a bunch of employees playing grab ass and collecting an hourly wage for nothing. When you do finally get service, you find out that they sold you at above what you can get from Verizon or from AT&T on the phone. If the management would like to encourage me to visit their store, they sure are not trying hard to earn my repeat business.... read more

I wish I can put Zero stars!! I went here today to try and resolve my bill issue! What a surprise they couldn't help me! The worst person there is CHRISTINA w/ long curly hair! With all the people standing around, why did I end up with her???Johnathan (manager) she needs to be fired!! Everyone else there seems friendly and helpful! She was terribly RUDE and CONDESCENDING!! She needs to get off her high horse and stop being accusatory!! That is not customer service dude!!Ugh! I asked repeatedly to talk to someone who can help can help me, after what 20min did she finally get the manager??!! Annoying! read more