We recently came in as we had the family plan which also had insurance for our phones when one of the phones was lost. Felix was our Customer Service represwentative when we arrived at 5:30 PM on a Thursday. After reviewing our contract the phone in question Iphone 14 had 9 more payments left and we decided to get a replacement which is a refurbished 14 rather than pay off the remaining 9 installments and then incur the cost of getting the latest 17 phone. The replacemwent phone took a bit longer to receive but when we got it on Monday, we made an appointment to get it set up as we still had questions regarding if we could turn in the replacement and get the newer model 17 at a reduced cost which was not the case. Unlike previous reviews for this location, 5 stars for both appointments and visits and I suspect that many of the negative reviews are during times when AT&T have a promotion in which this store and other stores get really busy with very long wait times. read more

We entered the store on May 3rd in the afternoon to inquire about upgrading our phones. The female sales associate immediately informed us that no phones were in stock and appeared unwilling to assist us further. We then asked which other store we could visit to check availability, but she was unable to provide any guidance. When we inquired about going to an Apple Store, she stated that we could not proceed there because a code was required, which she was unable to provide. We ultimately went to the Apple Store, where we had an excellent customer experience. AT&T should strive to employ staff who provide a similar level of service. read more

I went into the store for a wireless related question, and after that, the rep started selling AT&T fiber internet. Previously, when I called AT&T's 1-800 number, I was told new fiber customers would get a gift card. I brought this up in-store, and also showed them ATT website about that promotion at the time too, and both the rep and her manager assured me they would honor it if I signed up there in-store. The rep even took my number and followed up several times to get me to sign up. I eventually did, after also making it clear that my schedule is very busy and I wouldn't have time to keep coming back or follow through. Sales rep promised everything would be handled on their end. Two months after installation, despite meeting all the qualifications and being assured at sign-up, I never received the promised gift card. Since then, I've had to spend time following up, only to get the runaround with no resolution. It feels like they were very eager to close the sale at the time, but once that was done, communication and follow-through completely fell apart. Overall, it was a disappointing experience, the service was over-promised and under-delivered. read more

NAY is the sales person to look for. After one of the associates dismissed my request for help on my e-mail and voicemail, he sent me to 611 for "tech support". The 611 was useless. NAY reached out after he overheard of my attempts calling 611, came over and quickly sorted out the issues of connecting to my voicemail and e-mail. What an awesome professional and he deserves all of a 5 star rating for customer service! read more

Had to wait 1h in line. There were two people in front of me, the store was empty, and there were at least 3 attendants but some were idle. Someone arrived after me without appointment and got helped on the spot. Once I got helped , it took them about 2 minutes to sort it out . I definitely recommend an appointment if you absolutely need to show up in person. My case could possibly have been solved online but I was stuck without an active phone line so couldn't have done much to avoid it. read more

Two female staff in the shop were talking to each other on their devices behind customers backs. They are always so rude. I' wish I could only go to the Apple Store. read more

KATY assisted me with my upgrade. I was there in less than 10 minutes. That's what I call service efficiency and competency. She did not BS around and provided me with what I came in to do. Thank you, Katy! read more

I went a couple months ago to add my new iPad to my wireless. The slim brunette young lady who added my name to the waiting list was apathetic she seemed impaired. oh happy me! she had to help me. It was obvious that she didn't care for her job and it was uncomfortable and she did a lousy job because I lost Wi-Fi when outside my house. Reluctantly, I made another visit and she was walking around, looking spaced out, but another guy helped me and then another guy who was speed talking. She neglected to take out the Sim card or something. And didn't even apologize for the inconvenience although I told the clerk she had helped me. I won't be patronizing that location again because it's too uncomfortable and obviously, the majority of those employees do not care for their jobs. read more

I wish I could give zero stars for the experience I had at this AT&T store tonight. I went in to switch from a 36-month postpaid contract to a prepaid plan since my contract is ending this month. On a previous visit, I was told by staff that all I needed was to bring the plan holder along. Tonight, I returned with the plan holder, expecting a simple process. Instead, I was ignored for 10 minutes before anyone even acknowledged me. When I finally spoke to a staff member, Yi, her attitude made it clear she had no interest in helping me. She asked why I wanted to switch, and after hearing my reason, called over her manager. The manager bluntly told me, "We can't do this in-store," and all I was offered was a phone number to call. The whole interaction felt dismissive, almost as if my request wasn't worth their time because it didn't involve a commission. It's shocking how differently customers are treated based on whether they're opening a new line or simply switching plans. If I were starting a new line, I bet they'd roll out the red carpet--even if I came from Mars. AT&T should be ashamed of the lack of basic respect and professionalism in this store. This kind of treatment makes customers feel unvalued, and I won't be returning to this location. read more

This is by far the worst store. We checked in and I don't mind the wait however when they start bypassing you and not going when you checked in, it's a bit disconcerting. I mentioned it to several employees but they said we had to wait until our turn. I mentioned that we were waiting before other customers they called ahead, they just sId we had to wait. By far the worst experience ever. What is the point of giving your name, checking in, but get bypassed time and again. Not sure how to correct this issue but it was definitely not a pleasant experience read more

A huge thank you to KAELYN and ALEJANDRA!! My phone's (Google Pixel 4) apparently getting phased out with the att tower upgrade (complete bs, but whatever), so one day it just stopped being able to receive or make calls. It was weird and frustrating to not be able to use my phone for phone purpose, while everything else still works fine. I went to a downtown location and they couldn't give me a solution beyond telling me to buy a newer phone. This store, at least, was able to troubleshoot it so I can use my phone for longer. How long? Who knows. But I'll enjoy this phone for as long as I can before I'm forced to upgrade it. I definitely feel like the staff here knows their craft more compared to the Downtown location. Once I tell them, they are immediately able to hone in on the issue being related to the IMEI number, then ALEJANDRA did her magic and got it working again. The one downtown called att support line, forced me to wait for almost two hours, without resolving anything. So huge props to the folks here! read more

I just wanted to acknowledge my AT&T rep Michelle for helping me trade in my old Samsung S10 phone. I went into the store last night and it was quite packed with walk-in customers. I was a bit frustrated by the long wait, but Michelle was kind enough to quickly help me reset my old phone. I was having issues remembering my Samsung password and navigating my phone screen but she was so patient and helpful with me. She helped me reset my password so that I could initiate the factory reset function which is a requirement for trade ins. This particular store seems to get a lot of bad reviews, but my experience has always been very positive. read more

Been to this AT&T store at least 3 times and was always told about 45 minutes wait even when I wanted to purchase a screen saver. Today I came when it opened at 11:00 which they were late 2 minutes opening and 3 people in front of the store waiting. Now they tell me it's a 1/2 hour wait to ask a question? Two workers and they help someone that just walked in because they are speaking Chinese to them. I am not being prejudice! I am Chinese and understand their dialogue. This store deserves minus stars! read more

lol I shouldn't have been surprised.. needed some help correcting wrong phone trade in and to process a trade in.. was told I needed to do it myself and they would have to call in anyways.. I told them I still wanted to drop off trade in.. while waiting, I called to correct trade in.. waited an hour and never received a call or message to go in and drop off phone. Left after an hour and still never got a call or message. If you didn't want to help, should have just said so instead of wasting peoples time. This was Oct 3rd at 5PM.. The Asian guy greeting guest needs some coaching, attitude adjustment (since you didn't do it st our store..) lol and some manners in customer service. This was after the lady manager said I could drop the phone there.. lol read more

Unless you are ready to spend more than two hours sitting in the store waiting for your turn don't even think about dropping in. You can't make an appointment online for this store and all the workers in this store are in no hurry to help you. Now I see why other reviews ask for the ability to give zero stars. read more

Customer Services take to long to help and there were no able to explain how to make a payment and also why you can't pay online

Carlos helped me upgrade my phone recently. Great guy and very helpful. If you need help from AT&T, I hope you get him. Thank you a lot for your time and efforts Carlos. read more

I just came here today and Francisco was wonderful! he was very friendly, professional, and helped me put my screen protector on my iphone 16 pro. he made sure my phone protector looked perfect for me. He was really fast too! I am very happy with my experience there and will recommend people seeing him. Thanks so much Francisco! read more

AVOID this store. Terrible service. I have a cracked screen protector on my iPhone 13 Pro and though I usually go to an independent AT&T phone reseller to support small businesses I thought I'd pop into the larger corporate store in Stonestown Mall as I'm already there shopping. NEVER AGAIN. Apparently you can't just walk in and buy something off the shelf. You have to have an appointment or get on a waiting list. Just to purchase something off their shelves. Forget it. I went to VERIZON store at the other end of the mall (despite being an AT&T mobile customer,) and bought my replacement screen protector there. AVOID this AT&T store if you want anything approaching customer service. (If you're the manager of this store, you need to teach your sales people to look up and say hi when a new customer walks into the store. To be totally ignored by four sales people for 10 minutes is RUDE.) read more

We went to get a new phone and they pushed hard to sign up for Att air and direct tv stream. We got it. Good news is internet is fast. Bad news is that live tv streaming platforms don't work well with Air because they use a dynamic IP address. It means that Hulu will have a "it looks like you are not home". Our IP address can change 2 times a day and Hulu live only allows a change 4 times a year. Same with other platforms for live tv. Hulu would allow change if you call but now they are sticking to their 4 times year policy..they told me you have to have a static IP address. All the major internet companies are changing to dynamic IP internet. So what are we supposed to do in SF? They have known about this issue for years and are now acting like this is such a surprise. They are discontinuing DSL .I have called a million times and neither Hulu or Att have a solution to this problem. SF has literally has no options to stream live tv. It is deceptive marketing to seek both Air and direct tv(which they own 75%of) when they don't work together. read more

I have been using at&t for 20 years. Never again. I went to the store today explaining that I previously spoke to the manager about how poor the service was with the handling of my account. Originally in 2022, I went in to get my 11 year old an Iwatch and I left with the employee creating a corporate account and never closing my personal account. After I went through hours on the phone to correct the issues and being over charged, nothing happened besides me paying to much money . I spoke to the current manager who admitted the Stonestown store had extensive issues and said she couldn't do anything about the situation until the account was paid off. After paying the fees I returned to speak to the manager and she said she didn't remember speaking to me and left the area. After the manager couldn't be bothered to address the situation. The employee had no interest in solving the problem. I am done giving AT&T any more money for sub par service. read more

I can honestly say it was one of the worst customer service experiences I've ever encountered. From the moment I walked in, the atmosphere was unfriendly, with staff members who seemed more interested in chatting with each other than assisting customers. I waited an absurd amount of time just to be acknowledged, and when I finally spoke to someone, they were rude and dismissive. It felt like I was interrupting their day rather than receiving the help I needed. My issues were brushed aside, and it was clear that no one had the knowledge or willingness to assist properly. To top it off, the office was disorganized and chaotic, making everything even more frustrating. If you're looking for a place that values its customers, steer clear of this office. They clearly don't care about service or satisfaction! Their reps are totally untrained and provide the worst customer service. read more

Horrible service. I came in to make a simple return and they put me in a "20 minute" queue. Turned out to be almost an HOUR. Just for a stupid return. When I said I needed to leave because the wait was ridiculous, some manager woman (who had been standing around on her phone, chatting with a couple who was being helped by another associate) was apparently soooo sorry for the wait and tried to ask me to stay for "just a few more minutes" so I could finally be helped. Last night too I tried to make the return before they closed but couldn't, because they closed the system TEN MINUTES before closing. Any other AT&T is bound to have better service than this joke of a store. read more

If you value your time do not come here without an appointment I walked in with no appointment. A representative signed me in, told me there is one person ahead of me, said there's be a forty minute wait, and they would call me when it's my time. No issue there. I expected a bit of a wait. I browsed the mall for a little over an hour and go back in to see if my turn is near because I hadn't received a call yet. A different rep says there's still one person ahead of me (the same person ahead of me, originally, if you're following along) and one worker who is on lunch will be out soon. Another hour+ goes by and the queue hasn't moved. There's still the same person ahead of me as when I walked in and have yet to see the person who was on lunch. Where are they? I walked out and scheduled an appt at another location for the next day. They are clearly understaffed and this isn't the employees' fault. But it's frustrating when you're told it's going to be a forty minute wait that turns into two and a half hours and who knows how much longer if I continued to wait. This store needs help. read more

Be prepared to wait 40+ minutes at the Stonestown AT&T store. At any given time of day they only have two employees on the floor, and they are in absolutely no rush to get to the next customer. read more

Came in a few times with no one to even acknowledge I was there. Waited 20 min before I decided to just leave.

Walked in, asked politely for an upgrade to an iphone 11 max Pro. Jin responded that they are all outta stock today and for the next month very chill and politely. I understood and went back to the car. Felt the urge to call and see if there would be a different answer. First off, the guy answered saying "hi, this is Best Buy how can I- I mean at&t." Asked literally the same way and then they said they have one 11 pro max 250 GB and they DON'T hold for anyone. I understood and walked back up knowing what are the odds someone would buy one in a five minute span. Walk up and I see Jin and he rolls his eyes while another gentlemen helped me out. Asked about the pro and they said one second. Had a discussion and then the gentleman that greeted me said, "Jin, can you go to the back and get it?" Jin rolls his head while looking at his phone and "proceeds" to the back. During that I was getting set up for my upgrade, I see him veer off and just post up on a column. Another gentleman, dressed more professionally with glasses sighs after seeing this and then goes to the back to fetch the phone. During my process, I had an issue that I was not an authorized to upgrade even though I went through the process with the account holder over the phone and AT&T over the phone ensured I was authorized. When he scanned my ID, my name wasn't present (tried to get a glimpse but he didn't let me see). So I understood we can't do anything at that point so I just left. The second man was pretty understanding and helpful in his responses even though he was mean mugging the whole time. To be honest, while I was on the phone with the account holder wondering how the authorization didn't work I said. "Yeah all this guy does is scan an ID and whatever pops up he fills in the blanks." So that might've ticked him off lmao. But at the end of it, it was the professionalism of Jin that set this off. I hope for the best for you, Jin, and your future endeavors. Thank you for showing me how hard it is to walk to the back of the store and grab a box. Thank you for showing me how that I can still read people when they're lying to my face and play them like a fiddle 5 minutes later. Kind of wish I remembered the seconds guys name because he was still helpful and patient. Update: the issue regarding my authorization was due to the employee not even completing the task at hand. Make you question their hiring. read more

The store manager Willie was amazing. Every time I have an issue this store never lets me down. I get locked out and they always take care of me. I get amazing service. All the stores should take note from stonestown AT&T. Thank you guys!!! read more

I had a great experience with this store today (Friday morning). The rep Szeman Lam who helped me trade in my phone was so nice. We ended up talking the whole time. She was very knowledgeable on both iPhone and Samsung phones. She made my trade in process a breeze. read more

I wanted to sign up for new service with this company and instead left a bad taste in my mouth. I'm sorry I don't like bad reviews but I'm sure I don't matter for these big-name companies. but when you get ignored in a business when your waiting patiently and finally when they get to you they ask have you been checked in? After you got checked in 30mins ago? But I think I'm disappointed more of the feeling of staff not caring much of people waiting. I do not recommend this place unless you like to waste your day waiting and the answer they give you is I don't know? Lie to me give me hope hahaha. They have a 2star for a reason it is not a lie. read more

AT&T Store - Busy? 30min wait end up walking out bad customer service - Mobile Phones Near Me - San Francisco, California

I want to send my upmost appreciation to the staff who thoroughly helped me when trying to buy a new phone. The energy and atmosphere is extremely calming, and when getting helped. I was extremely confused and i was met with grace, warmth and kindness. I am so grateful for their help and I cannot recommend this place enough!! read more

it's been a lot wait since i came in and the person i initially talk with went ahead help with a customer who came after me. ( she even told the associate that i walked in first when we were waiting). read more

In spite of both what Google and Yelp say, the store closes at 7PM. That's what Marvin told be as he opened the locked door which I was standing for 10 mins starting at 6:48. Oh, and they mentioned that would not be able to help me because their computers were down. Well I got an appointment tomorrow. Let's see if it's any better. Lots of cell phone providers AT&T. Not sure if they care. read more

They had me purchase a SIM card for my son's new iPod, which is obviously not right. Six months of paying $30/month for nothing, before I realized I was being billed. And now AT&T is refusing to credit me. I've been a customer for two decades and likely spent nearly $10K with them, and they refuse to credit me the $200. Worst customer service ever. read more

Super shady store, they will high-pressure sell you on everything, if you tell them no they keep at it. I went in just to activate a replacement phone from the Apple Store. They kept me there trying to upgrade my plan and sell me overpriced cases. I said no to everything and when I got home I got emails telling me about the insurance I purchased and the new wireless services I purchased. They are completely unethical. Do not go here. read more

This store is the worst. I have been trying to call the store to make appointment, because, I spent 3 hours last week to get assistance and they still didn't have a phone in stock. For the past 4 hours I have called 13 times. No body answers phones. The services for AT&T is getting worst and worst. No one should spend 4 hours of their day to get basic information and service. They are short staffed and the staff that is there cares nothing about customer service or assistance. They are there to get their hourly pays. After so many tries, I called customer service. I got transfered 3 times, then hung up on. I called again, they directed me back to the store, where, no one helps. Very Very Very DISAPPOINTED WITH THESE BIG COMPANIES. read more

I was having a horrendous day and the staff at the AT&T store at Stonestown were very kind and patient with me. I was trying to port from T-mobile and there was a complication in that my ex-spouse's old name (before their name and gender changes) was listed as account owner and T-mobile wouldn't help me, basically. I got upset and was crying. I needed to call the ex and explain and try to persuade them to help me, with some difficulty but eventually they called T-mobile on my behalf and helped address the account owner/number porting situation. The AT&T staff, esp the young woman who first helped me, was unfazed and kind, committed to problem solving, and even picked up on using the right new they/them pronouns of my ex. We eventually worked it out but it was such a relief that she handled it with sensitivity and patience even though it took ages and I was emotional and self-conscious. There was a flickering fluorescent light in the store under the phone protector cases and that was unpleasant but something they could easily fix and hopefully will soon. With the AT&T Right to You / enjoy service (https://www.enjoy.com/en-us/brands/att), the person who came to my house later to deliver and help set up the new phone was efficient, polite, organized, knowledgeable. I had been dreading the phone setup and thought it would be really frustrating and take me many hours or even days to do it. I had put off getting the new phone because of it. He made it totally easy. I was so relieved! I had been missing some calls from my child's teacher and about very important work issues because of problems with my old phone and I am now fully functioning with a fancy new phone with ease and confidence, so much faster and more easily than I thought possible. Thank you!!! read more

This review is for the gentleman that helped me today with my Prepaid phone issue. He was very friendly and patient! I really really wish I got his name but I hope the manager acknowledges this review. Unfortunately, I didn't have much time to get my issue finalized and had to leave. But I'd go back again & get help from him! read more

I don't know what's up with these lazy rude employees but when customers walk in you need to welcome them and if you're busy you need to acknowledge the fact that you're busy and will be with your customers shortly. That never happens when I come to this store. I guess because I'm black they assumed I wasn't here to make a purchase (which they were wrong). I came in to replace my phone with a Fold 4 but the two lazy employees behind the counter just stood and stared. Well, they lost my business. The manager needs to talk to their employees about customer service because this store really sucks at it. read more

Colin in the most rude agent available. Asking me to come back and speak to another agent I had previously worked with when I'm in the store now. No help form the manger as well. Left us to help other people while our issue with increased bill has not even been dealt with. We added 2 lines to be able to get the bill low and yet having to deal with this garbage in name of customer service over at AT&T. No apologies and no issue resolved. read more