Had THE BEST customer service experience with Jen yesterday! She was so kind, patient and capable. Give that woman a raise!

PLEASE READ THIS before switching, buying, or committing to AT&T. No matter how good the deal or offer is...you're going to pay the difference in headache, false promises, and horrible customer service. I switched over to AT&T from T-mobile because they promised me a much cheaper rate for my 22 business lines. There was also a deal promotion where they'd pay off my old devices up to $800 per device. a) The "seamless" transition was everything but seamless and took days and weeks of porting over numbers b) Every month the statement would look different with charges that no one knew how to explain and it was NOTHING close to what was originally promised. c) The mislead and misdirected me (frankly they didn't even know) in the process of getting my reimbursement for paying $2200 OUT OF POCKET to T-mobile. p.s. It's been 6 months and I never got my reimbursement. So in summary, I spent HOURS in person and on the phone trying to understand what the heck is going in. I never got my $2200 reimbursed after 6 months, false promises, and being told the wrong instructions every time. I paid just as much as I was paying with T-mobile and really the savings is all a sham. I finally decided to pull the plug 6 months later and lost several thousand dollars because AT&T phones are locked, btw, so you have to pay them off, which btw, they make VERY challenging to do. All in all this is a failing company. They're surviving on a thread. The only thing that's keeping them alive is their name, since they've been around for 100 years. I pray that they shut down in my lifetime; they don't deserve to be around. Never again. Please don't offer me anything, interact with me, or sell me anything. If you want to see screenshots of their stupidity and false promises, DM me and i'll gladly share. Dodge a bullet and DO NOT consider AT&T in any way, shape, or form. I get NOTHING out of this review other than the hopes that I save someone the headache, money lost, time wasted, and unprofessionalism I had to bear. read more

Quit BS'ing and flirting with customers and do your job so people can get in and out instead of having us all wait here even with appointments kids read more

Manager Kevin was able to resolve and help with my billing problem and make it go away. Glad to get a solution. read more

If I could leave zero stars I would. I waited over an hour for help. Two people working. One worker just wanted to off load me and not help me after waiting an hour. The entire store of people were either complaining or walking out. Finally after being off loaded to someone helpful, she conveyed its "always like this and they are under staffed" I've been with AT&T almost 20 years and this experience almost had me switch providers. It was painful read more

Att is horrible!! I'd advise anyone and everyone to drop them asap. They call and a harass people to go with their service. Relentless calls and when you finally submit they will screw you royally. Ask around and you will see the be and problems this monopoly of a place has. And this review is for ALL OF ATT read more

Terrible Customer Service at AT&T in general and specifically at Hillsdale Store I've had nothing but problems with the AT&T store in Hillsdale. The employees are completely unprofessional--the music inside is blasting so loud it feels like they're having a party rather than running a business. It's impossible to have a real conversation or get any help because they seem more interested in hanging out than assisting customers. On top of that, I've been overcharged for the fourth month in a row, and no one at the store or customer service can give me a straight answer. I called AT&T the night before to try to resolve the issue, and after waiting 52 minutes just to get connected, I was transferred multiple times with no one actually solving the problem. No explanation for the overcharges, no solution for why my phone constantly drops calls--despite the fact that we have 10 lines on our account! The store has zero management oversight, and the entire experience was beyond frustrating. AT&T really needs to step up and take their customers seriously instead of allowing locations like this to run so poorly. read more

Do not bother coming here. Do not select this store to pick up your phone. There are about 20 people in here not being helped at all right now. I'm just trying to pick up a phone I purchased online. Automated system in store says it's not there. I have a confirmation that says it is. So now I have to wait 4 hours to grab an online pickup? This place is a joke read more

The service is terrible, honestly. They made me wait for three hours and in the end they didn't even help me. I came to see about my bills, which are high for one line. They don't have enough staff in the afternoon. read more

Extremely slow customer service be prepared to wait hours for a small rectification. All support staff seem to be really in no hurry, taking things super easy with no concerns of customers waiting. read more

If you call to ask about what they have in stock, take it with a big grain of salt. I called to ask them about a specific phone model and capacity and was told they have them in stock, so I took an early lunch and headed to the store. Upon arrival, a service rep greeted me to check me in and said there would be a 20 minute wait. I said that's fine but just want to confirm that you do indeed have the particular phone model in stock. He said yes. I asked if they had enough in stock to ensure that I wouldn't end up waiting, then be told they were sold out. He confirmed they had plenty, so I took a seat and waited. Once a rep comes over to help me and we start the transaction, he says he doesn't think they have the model in stock. I told him that I was told there were plenty in stock, so he goes to check with his manager. He comes back and tells me they only had one and it sold. I was stunned. I asked to see the manager, told him what I had been told and he just blankly looked at me and said, first come, first serve. I told him that I had been told twice that the model I wanted was in stock and he said, "sorry, first come, first serve." What a waste of time. I'll never come back here again. read more

the customer service ppl iysis is unprofessional. she added the service that i didn't ask into my plan. i found out by myself when i am back home. and provide the service without professtionisim and make me feel i am discriminated read more

I waited for maybe 55 minutes for someone to come. They were trying to waste time by going to the back. I will definitely not come again.

Update: Worked with the manager, Jess, who was a great partner at finding a solution here. He also indicated that he would be providing feedback to the team for the unacceptable tone and service issue last week. Still not closed and disappointed that it took 5(!) visits to resolve but updating the review based on Jess' work to make this right. ***** Buyer beware - my trade-in window upon activating my new plan was not honored, even though the process has taken four retail visits and 10+ hours due to AT&T errors. I had previously had great experiences with associates here (Sunjanna, who fixed an initial error upon my return trips) but upon return to complete the trade-in today, found the shift supervisor and her team rude and unwilling to help other than telling me I need to call customer service (who in turn tonight said I should return to the store and speak with the manager). I can look the other way when I need to make multiple trips due to a staff/systems error. But to treat a 17-year customer this way and not collaborate to find a fix is inexcusable. If you're obligated to stick with AT&T, head to another store where they'll value your business, treat customers with respect, and look to find solutions. If you have other options, I would strongly recommend to follow my path and consider an alternate carrier. If the manager subsequently addresses the issue this week I'll update the review accordingly. read more

Horrible and incompetent customer service. You are going to waste an hour of your time waiting to get a simple 2 minutes help.

The worse ATT Store ever for service, 1st time said 25 min, then 45 min, its been 1 hour 45 min, inwent to the restroom and missed my name and they would not take me next. Looking where else i can go to get a new phone because this olace is terrible. Avoid unless you have hoirs to sparw and you enjoy rudw sales people!!! read more

really bad service no sense of urgency . Management is very bad. No one to help you employees have no sense or urgency

Store hours show 9pm close Maps show 9pm close. Arrived at 8pm and am told through the door they close early and to come back. Would be great to update your hours online. Service sucks read more

Dont come here unless you want to spend all your free time waiting, they never have enough people. Time to start hiring Mr or ms manager :(

vinh was our customer service man. HE ADDED A NEW LINE TO THE ACCOUNT WITHOUT MY PERMISSION. NOTE HOW THE MANAGEMENT ONLY REPLIES TO 5 STAR REVIEWS HERE. Meaning all reviews are read and only good ones get a response!!!! he added a new line to the account without my or the other authorized user's permission so he could make commission off the new line and told me this was necessary in order to have a new phone number. corporate told me this was not necessary just to change a phone number. slimy disgusting customer service. what a fraud and pos. his manager even backed up the practice as he was standing next to him. do you guys want to get your company sued????? is that how you meet sales quotas???? you disgusting people better not piss off a bruja.... i'd love to see them take their revenge on you. Someone better light a candle and curse your ridiculous actions. he had a pushy condescending attitude about several things. he tried to get me to trade in my old phone. i told him i do not want to over three times. he scoffed and said "but you can save money." i already said no. i said no. do not continue to harass me. disrespectful of customer's wishes. we switched plans to save money. ok, good. we automated the bill payment and he provided some decent advice to my mom. ok, good. i wanted to change my phone number. instead of just changing the phone number he added an extra line to the plan without explanation of what he was doing. he and his manager told me to call 611 upon receiving the old phone and ask to disconnect the line to avoid being billed. the lady on the phone when i called at&t asked me why the store did this. i said probably because i changed plans. she said "no, that was not necessary. he should have just changed the phone number on the same line. did you purchase the phone for someone else in your family?" i said no, i am just changing my phone number. this store is adding new lines without permission to rake in commissions. you people have some real unethical business practices. slimy. disgusting. absolutely vomit in your mouth disgusting. selling drugs is more ethical. at least the customers want what you're selling. Yelp is also disabling my all caps in some parts of this post probably because this comm company pays a big amount of money out the wazoo to look halfway decent. DISGUSTING read more

Walked in with my partner, looked at some phones and made eye contact with workers. They chose to service someone else who just walked in and did not acknowledge us. Better off going to the AT&T in the mall! read more

This AT&T location at the southern end of Hillsdale Shopping center is the worst of the worst. I wish there was a way I could give it 0 stars. This past Saturday, I had a 10:00A appointment at opening time for the store. Store did not open until 11:50A, when this roly poly manager named Angie finally arrived to open the store. No reason given and no apology given. There was an employee waiting outside with us who let us know only the manager has the key and was the only one who could open the store. He quickly retreated to the far reaches of the parking lot to wait in his car. Why I even waited, I don't know. I've experienced better service at United Airlines and American Airlines at SFO and that's not saying much. Anyway, when we got inside, I told this employee who was assigned to me that I would go the San Bruno Towne Center store or the store on Gellert Blvd at Alto Serramonte to do my phone upgrade, as there was no sense in being upset and trying to buy a new phone.` Moral of this story is, avoid this AT&T location at all costs until AT&T corporate does major house cleaning at this location. read more

Service was great! SunJana was superb!! She was so warm, helped all of us in the family. She is super knowledgeable and she made our experience fun!! Thank you!! read more

This store represents everything that is wrong with AT&T the company and why they are dinosaurs who will cease to exist a few years from now. The manager ALEX is seriously high on a power trip. I came in looking to make a simple change and was refused service. When I asked why they couldn't validate my account with a passcode (like they do on the phone) I was told I could take 2 steps out the door of the store, call att, get in line to speak to some foreign call center worker to process my account change. I walked out the store, walked straight to t-mobile and transferred my account. **** AT&T! They've done the impossible and successfully managed to make the customer service folks at spirit airlines look good compared to them read more

Epic support from the team here! All Roger, Teo (manager) and Louis are superhuman and experts in what they do... After 2.5 hrs with the At&t phone support , they screwed up... think error codes, nothing done, and false promises. So, I decided to visit this at&t store. The store crew was able to resolve my complex situation, and put me back where i was. I was so impressed by their expertise in the At&t systems, customer empathy, ownership and the sense of urgency. Please give those folks a chance! read more

An ok AT&T store The service here is pretty good. They have a system where there is always one person standing next to the door, so when you walk in there is always someone there to greet you, ask how they can help, and direct you to a specialist based on your need. There is also a tall lady there that is in charge of the place--she is super friendly, and knows a lot about the deep technical issues with the samsung phone we wanted to get fixed. The inside of the store is not very big, but is kept clean. There is lots of merchandise on sale, and there are even cash machines for re-filling your pre-paid AT&T cards, as well as a bunch of automated functions. I thought--why would anyone use those machines that are inside the store? If they are in the store they'd just talked to one of the staff? Then I saw a lot of folks use those machines and I was like "hmm guess I was wrong. I guess people do use them a lot" Overall, a pretty good AT&T store. Helpful friendly service. read more

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Goes without saying but AT&T is the worst. I would rather deal w the criminal justice system than deal with these people. Long story short: my account has always been in good standing and they sent a bill to collections in error. Store personal couldn't help and put me on the phone w National whom couldn't help. Sent to a third party whom couldn't help. This is the worst corp organization in perhaps the universe. read more

Good service, most of the staff are very friendly. So i won't give it one star. But, I came there to update account owner's name from my wife to my name, they(or AT&T system) added a TV steaming service without notifying me. After I realized it a few months later, they only agree to refund three months payment but not the other. Disappointed and switched to AT&T fiber now(which is faster and cheaper) read more

I always hate going to buy a new phone, but my experience at this store was by far the worst I've ever had. First, the salesman mocked my husband's name. Then he proceeded to try to badger me into signing up for autopay. I said no many times and he belittled me for not wanting to save money. He offered the newest iphone and when I inquired about getting an older model for less, he told me to go home and buy an iPhone 8 off of eBay. What bothered me most was this unspoken exchange he and the manager had where the manager tapped him and they both made excuses to go into the back. It felt shady and insulting to be treated this way. It is unbelievable this behavior is encouraged by the person in charge. We walked out and went to the Belmont store where we received great customer service. We happily invested in the newest iPhones and even added in several accessories. A great salesperson is able to convey the value of the product to the customer and does not leave the customer feeling attacked and mocked. If you want excellent service, go to Belmont or to wherever Dell is working. He treated us like human beings. read more

It took me four years to go back to this store but I'm glad I did. I needed a new phone so I researched it on line and came up with what I thought I wanted. Then I went in and was introduced to salesperson Roger. He listened to my problem. My 6yo phone had hit the storage limit and the software was so old the new apps wouldn't download. Roger brought me over to the phone that he knew I'd be comfortable with. He couldn't have been more right! Roger listened to me and found the perfect phone for me. I love my new phone and as long as this AT&T store has the foresight to hire salespeople like Roger it has my whole hearted endorsement. read more

I turned in my iPhone for an upgrade in November 2020 and was supposed to receive credit for it as part of the AT&T special promo. Turns out, the rep mislabeled my phone with a different phone number and is unable to provide me with any resolution. I am still dealing with this issue. Despite calling the store, showing up and waiting, texting multiple times, asking to speak to the manager nothing has been done to resolve the issue. It's been months and still getting the run around. Do not do a trade-in / upgrade here and expect it to be handled appropriately. You'll never receive any credit, they'll probably deny you even turned it in. read more

Despite the store being extremely busy the manager Jess, was extremely professional, polite and knowledgeable. His colleagues Virgil and lysis were also great even though multiple people were pressuring them/being rude. read more

Unfortunately I can't give it zero stars because I would. I went in to trade my phone and they had nothing I wanted in stock and the employee barely gave eye contact. I really don't think the kid wanted to be there. Maybe the company needs to pay their employees more; I don't know, but it was really awful Customer Service. Told me the phone I wanted was in stock at a different store in Belmont. So I drove there and they didn't have it in stock there either. Was given incorrect information. read more

I wish I could give this place zero stars ! I want to keep this brief, but overall lousy customer service. Staff had bad attitude and were texting friends while helping customers. After leaving the store due to the poor service, they disabled my sim card so I didn't have any service on my phone. Costumers beware: -Bad customer service -rude staff -Bad business practice! I would recommend going online or calling ATT to solve any problems as they are way more helpful. read more

Three words: POOR CUSTOMER SERVICE. I've gone to this store a few times to buy phones for myself and others, and my family's been loyal to AT&T/Cingular since the 90s (when cell phones were the size of bricks). My recent visit was the worst. I will not return. Return Visit 1 -- I bought a car charger a few months ago. Due to a manufacturer defect, the car charger wouldn't fit into the cigarette lighter in 3 cars I tried. I even had another person try. I brought it back to the same store to exchange; the same staff recommended a different brand to serve as a replacement. I went home, only to realize it wasn't compatible with my phone. Return Visit 2 -- I went in during a work lunch break to return/exchange the incompatible car charger. It happened to be a busy day, so two staff at the door were apologetic and recommended I come back b/c it would take 45 min to almost 1 hour before anyone can help me (b/c I guess they couldn't). Sure. I asked about the timing of the return/exchange, and he said a return wouldn't be possible now but EXCHANGES WERE VALID FOR 1 YEAR. Return Visit 3 -- I had been out of town so I finally had a chance to return. Luck would have it, same staff and manager were on site but I was told that I couldn't exchange this product b/c "it's not systematically possible." First of all... you sold me the wrong product, and second, your colleague said I could exchange w/in the year. How now is it that it's not possible? I was really confused so I asked, "What does that mean?" and was told, "It means, it's not systematically possible." "Like, this product is out of season or something? What makes it systematically not possible?" "Like, it's not systematically possible." I was disappointed that the manager just side-eyed me from the counter and wouldn't help both of us out. There's no integrity, honesty, or offer to help the customers at this store. If you're at fault, just a simple apology would regain my trust and not push me to write a detailed Yelp review (sans your names). I was going to skip Yelp and just write AT&T directly but as luck would have it, website issues prevented me from submitting it. So here we are. I mean, if I can't charge my phone, how am I to continue your service..? read more

Tip: if you have an appt, make sure you ask every few minutes starting at the time of your appt. there's a good chance your name will magically disappear from the list and you will not be seen. Buggy system. The employee who helped me was very friendly and efficient. But I did hear other customers complain about other employees read more

Bought a $40 cell phone screen protection shield 2 years ago that said to have a life time warranty. When trying to claim for a replacement they asked for the original receipt as they were unwIlling to look up from previous purchase history. When returned with the purchase receipt they said it has to be registered with the vendor where the screen protector was made. They played games back and forth for a simple message - Stop the claiming becasue they aren't interested to step up. Going forward Beware of their life time warranty products. It's a SCAM!! read more

A week after the AT&T/Samsung promotion began on 2/1 to trade in an old phone for a new Samsung S23, I first went to the Belmont store. While the rep was new and the manager willing to assist, their computer went down before we could finish the transaction (after 45 minutes of effort.) They told us to go to the Hillsdale store, further away. 15 minutes later, we were signed in at Hillsdale, but 7th in line. An hour later (and now 2 hours total time attempting to take advantage of the promo), the rep asked us about the condition of my Samsung 7. Its works but it has a crack on the screen glass. The rep said, "Sorry, we only show the value of your Samsung 7 as $17.50, so you're NOT eligible. I first reminded her of the very trade-in's specific ad language that AT&T's 'Lily' is promoting on TV -- "ANY phone, ANY condition." Then, the rep pointed to language in the trade-in conditions that stated (close but probably not verbatim): "Any Samsung phone, any year, any condition, or any smartphone with a value of $35 or more. " I reminded her that my trade-in was my SAMSUNG S7, and so that 2nd condition (after the "or") didn't apply. She wanted to argue that it did, so we had her get her manager. The manager was suffering from very bad laryngitis, but squeakily communicated that the rep was right --- that ANY trade-in phone had to be worth $35. I told her that I worked as a manager at AT&T for 35 years and that I KNEW our Product Marketing folks were way too bright to write ambiguous conditions. I pointed out that the word "or" is a conjunction that is connecting two DIFFERENT clauses --- one for a Samsung trade-in, and one that applied to "other" smartphones being traded in. She continued to argue with me, even as I asked her to call HER boss to get clarification. So, two and a half hours after we started, we went home empty-handed and FURIOUS with the company I've devoted my entire working career to. Later that same evening, we WERE able to take advantage of the promotion by ordering it on-line; I got my new S23 last week (an excellent phone, by the way), and I just mailed back my old Samsung S7. I don't fault the rep too much --- that's why there's a manager, someone who is expected to UNDERSTAND the conditions surrounding their promotions. She was not only unhelpful, but argumentative, as well (perhaps because she was hurting from her laryngitis,) but that's not an acceptable excuse. AT&T needs to educate their managers on the terms and conditions of their promotional offers, and they need to have managers who will be willing to seek out advice and counsel if they're being reasonably challenged on how to interpret a condition. My wife and I couldn't have been more disappointed in my company after that infuriating experience. read more

Lazy employees! Find a new job if you don't like working here. Horrible customer service! Just plain lazy. The guys at the other att across the street was laughing and shaking their heads. read more

Avoid this store at all cost! The sales manager Andrew lied to me about the pricing of the internet account I tried to set up. He told me the price for new customers would be $50 without contract, which appeared to be cheaper than the quote I got from Xfinity. However, he intentionally hid the information that this price did not include the equipment fee per month. Turns out that Xfinity is actually cheaper than them at the same exact internet speed! He also said there would be no installation fee, which is aIso a lie, as I saw a $99 installation fee on my first bill. I have tried to get hold of him after I received my first bill, but couldn't get a response. Please be extra cautious with this guy or better just avoid this store because they would lie to you to get a sale done. Edit: The compensation plan for these sales managers may be based on # of sales, not how long you stay with the plan, which explains the lying behavior. When you question them the discrepancy, they would just tell you to cancel it and switch to other carriers. This way all the inconvenience is on the customer side and sales people still get their commission. read more