Manager Oscar was amazing and resolved my issue. I was on the phone, in a different store, and in a chat with another AT&T agent trying to cancel my remote hotspot service (didn't use it enough; service and device worked well). No one was able to assist me. A franchise store in a different town had set up my account incorrectly, resulting in me being completely locked out of my account, and failing authentication with everyone else. Manager Oscar was able to verify me and help me with the cancellation quickly. If you have a complicated issue and no one seems to be able to resolve it, go to Oscar. The wait time was really short, and he was able to take care of my problem so quickly. read more

Dear AT&T Customer Relations, I am writing to formally complain about a misleading and undocumented promotional offer made to me at the Bollinger, San Ramon Ca AT&T retail store. I went into the store to sign up for the advertised senior mobile and internet bundle for $99. I was assisted by an employee named Angel, who told me there was a $150 Visa credit offer and no installation fees for 300 Mbps internet service. After stepping away to speak with his manager, Jesus, he returned and stated that the promotion only applied to 1000 Mbps internet, but that I would instead receive a $250 Visa gift card, with no installation or connection fees. Based on this assurance, I agreed to proceed, even though the new billing was approximately $60 higher a month than the original offer. I asked how the $250 Visa card would be delivered, since no written documentation was provided, and I was told it would be emailed to me. After installation, I contacted AT&T customer service because I had received no email or confirmation of any Visa credit. Customer service informed me that there was no promotional credit or gift card listed on my account. I then returned to the store, where I was told this was an in store manager offer and that I would not receive the gift card until the store "was confident I would not cancel my service". I requested written confirmation of the offer and a clear timeline, and was told the offer was confidential and could not be documented, with an estimated wait of 4 to 8 weeks. At this point, I am extremely concerned. There is no written proof of the offer, AT&T customer service has no record of it, and I was explicitly told documentation could not be provided. This is unacceptable and misleading, particularly for a senior customer. I am requesting immediate written confirmation of the promised $250 Visa gift card and the terms under which it will be issued, or appropriate corrective action to resolve this matter. If this issue is not resolved promptly, I will pursue further complaints through the Better Business Bureau and relevant consumer protection agencies. Thank you for your attention to this matter. I look forward to your prompt response. Yvette Clupny read more

Service is too slow. There are few ppl roaming inside out but not attending to the customers in the wait line. Looks like they are trained to be slow. Doesn't recommend anyone to this store. read more

Horrible Store experience. Tried to transfer a phone number and sign up for home internet. I have a credit score north of 850. The whole process took over two hours during which time I had to have my driver's license information read 6 times and have seven six digit verification numbers sent to my email which I then had to verify to the representative, who exhibited classic reverse racism to me. This company needs to go out of business. read more

Slow service. I am biased because att is a necessary evil. Did I mention that the service is slow ??

Worse costumer service on the phone. Ordered iphone 16 pro for my son online for pick up. This store says they have 3 in stock and can be ready for pick up same day. But after ordering the phone we waited for them to send us text/email when the phone is ready but nothing on the same day. So i was like ok maybe the next day it will be ready instead. The next day still nothing so i called the store. A boy answer the phone told him im double checking a phone order if its ready. All he told me is if you did not recieved a email within an hour your order will be cancel due to out of stock. I told him yesterday 10/4 you guys have 3 in stock. And he said oh thats because our system did not update yet and just say bye and hang up. Like what the hell. You did not even ask for any of my info. This was today 10/5 around 11:21. Train your employee better! read more

5 stars for Marquez. He Went the extra mile to help me with a problem I had from a different sales person. Very attentive and thorough with his answers. Great customer service! read more

My experience was completely different on my second visit after first making an APPOINTMENT. I highly recommend making an appointment ahead of your visit. read more

All we wanted was to get the plastic cover on the iPhone replaced. The tech was unresponsive and rude. He said he was the service manager but did not know even the basics of how to talk with another person. Very disappointing. In our prior visits, we have gotten much better service. We are AT&T's loyal customers of many years for our cell phone service and expected better service. read more

I am having a frustrating experience at my local San Ramon AT&T store ( 134 Sunset Dr) that I feel compelled to share. When I first visited, the staff ( Marquez ) seemed eager to help, and I was promised a great deal on a internet connection. Same deal was present online at AT&T official site, but he mentioned he will give extra $50 if I go with them and he will make the installation process quick. After installation when I called for the offer, it was a different story. The same employees who had initially assured me were now vague and less than helpful. They ended up telling me that I will get the $ Gift card, JBL speaker ( Offer deals) after 3 months. Now it's been 5 months and when I check there is no response. I felt like I was stuck in a loop, going back and forth, and ultimately, I feel empty-handed and really disappointed. It's frustrating when companies don't honor their commitments, especially when they make a strong impression at first. I had high hopes going in, but sadly, the lack of follow-through soured my experience. I really wish they could have found a way to make it right. Overall, I can't say I would recommend this store based on my recent experience. Marquez, you still have my number. If you believe we can make things work and maintain the trust, please call or text me. read more

The employees at this store must be trained to be slow on purpose. There are two employees helping customers besides a manager, who is doing absolutely nothing but walking around the floor and checking people in. When asked if he can help, he says it has to be one of the employees. So, here I am first in line for 45 minutes now BEYOND my appointment time because. And, there's 3 others after me on the queue. Good luck to them. All the while the manager does nothing. Good job, AT&T! read more

Ali Fathi at this AT&T store is a very helpful and kind individual. I needed help putting on a new screen protector and he made sure it was on perfectly and was a delight to speak with.. read more

Horrible customer service! I went to the store to unlock my old iPhone. The sales guy there told me to call 611 instead of helping me. The guy said "we are sales here, can't help with that". Oh so if it doesn't generate money to you then you refused to help?! Not good because the email I received from AT&T directed me to go to the store to help. Only 1 so called "manager" there and the rest of the sales guys were just standing around and clueless. I have been a customer with AT&T for more than 2 decades and that's how you treated your loyal customer??? When I called 611 and told the rep. that the guy in the store won't help me unlocking the phone, he said they supposed to be able to. I had horrible customer service experiences at work with AT&T and surely mirrors the pattern for my personal experience as well. Have you heard about "go above and beyond" concept to help your customers so that your store will generate more sales income and referral??? I'm in referral business and I will surely let every single person I know not to do business with AT&T and surely not to go to your store. Your store rating speaks volumes. As soon as I paid off my iPhone I will definitely switch to other provider who will provide the best customer service. AT&T you have lost another loyal customer!!! read more

Just got a phone for my son and had the pleasure of working with Chase throughout the process. He was so knowledgeable, patient and kind. He didn't try to upsell me, he answered all of my questions and I walked out of there with exactly what I needed and a smile on my face. read more

Had an amazing customer service experience with Reza today...he fixed my issues and was very knowledgeable. (5 stars all the way for Reza). Then, as I'm waiting for my phone to restart/get setup, the store manager saunters over and starts selling me on internet. Mind you, I told the rep at least four times previously that I was not interested in switching. The manager insists on pitching me, even after I tell her that I am absolutely not interested. To top things off she starts explaining fiber to me like I just crawled out of a cave. Finally, I ask her why she isn't getting it that I'm not interested and she tells me that I am waiting, so why not just listen to her pitch? Ridiculous. AT&T, hire an experienced manager...guaranteed your sales will go up. These used car sales tactics don't work. read more

Many thanks to the San Ramon Store Manager, Oscar and Erica for working to solve a problem of not being able to retrieve the account password code. They understood the problem and efficiently cleared the obstacle. Great! read more

Just terrible. All of the employees here are poor human beings and should be fired. AT&T as a company is such a joke it's unreal. I guess that's why they hire such terrible people. This disjointed way in which the stores work with the online business is atrocious as well. Normally with online companies that have physical stores there is some advantage to that situation. With AT&T the stores basically hate anyone who interacts with online because the reps didn't get their cut and they'll laugh you out of the store while making comments bragging about how they're so great because "they work for a company." Literally what the guy said to me. How embarrassing. Don't waste your time here and give them any commission. read more

Worst customer service experience ever. I will never return to this store. They just don't get how to treat customers. Bad management, low pay or a combination? Who knows or cares! Just do yourself a favor and do everything online. Definitely not worth the aggravation. read more

The service here is just bad, not only were some employees grumpy, they did not seem motivated to do their job! I just wanted to turn in an old phone and had trouble deleting data. Not only were they no help whatsoever, they clearly did notc are and went to work with other customers and left me sitting there with my phone!! I am so done with AT&T!!! read more

My experience with Daniela at this store was horrible. I bought a wired earbud lightning connector on November 14 and it broke 17 days after the purchase. Daniela was rude when explaining the 14 day store return policy and offered no alternative solutions. I asked if I could speak with the store manager, and she replied in a sarcastic tone "I am the manager". After conducting my own research, I found out Apple offers a one year warranty on the product and it would've been nice for someone at the store to explain this to me and offer a solution instead of basically saying, I can't help you and the policy it what it is. Poor customer service and I just realized the store already had a 2.5 star review SMH. read more

I came in on a Saturday for help with transferring a number to a new phone. We had an appointment for 10am just in case the store was busy, and it was helpful as there were a fair number of customers in the store. Marquez was more than kind and helpful with our varied questions and challenges. Super chill, patient, and knowledgable. I don't understand phone things too well but it ended up making sense and also solved the issues. Thanks, Marquez! read more

Seems like this corporate location is really set on trying to convert people to the unlimited plans. This is not an overall bad thing because it is less money than we are currently paying, but they somehow don't listen to their customers. They must be getting performance incentives to do the conversion! We had a specific questions about dropping a connected iPad and they could not deviate from the plan upgrade. The woman helping us kept trying to say we would save money, but we could not get a straight answer from her about the actual cost and the lines connected to the plan. We had to ask our question 5 times to finally get the "manager" to understand what we were asking. He finally admitted he was confused because he was trying to help others. We ended calling 611 to get things straight, and that support person was great. read more

Great service - quick, efficient, friendly. I needed a replacement SIM and it was really easy. I was helped immediately upon walking in and I must have been in there for a total of less than 15 minutes. The people were great here, did everything and made sure it was done right. They helped me update my authorized users, confirm my caller ID, get the new SIM that fits my phone, put in the IMEI for service related things, and made sure my calls, texts, and cellular network worked before I left. I've come here several times over the years and have never had an issue, whether it was to fix something, pick up a mailed in device, or buy devices/accessories/services! Would definitely come back if I ever needed help again! read more

Extreme Rule & Obnoxiou! First of all if there is an option for 0 star then this will be. My daughter phone was off line due to billing error, I called this store due to no online customer service on Sunday. I spoke to 2 ladies, they were extremely rude and obnoxious. I was totally surprise to experience with this behaviour, this probably my 1st encounter with this type of service. Last but not least, I also been told do not call back to the store. Do the 2 ladies who were working on 01/06/2024 at this ATT store location own this store? read more

Old skool person here that went in to inquire about a new iphone, was greeted nicely by Erik, the manager. Then Gabriel was the person who assisted me, both super cool guys. I didn't want to buy my phone in the store because I wanted a unlocked phone, but Gabriel was very patient with me as I was trying to understand the new phones functions, process and which one to get and how I could switch all my stuff from my old phone to new one (that was my worry). I came here around three times before I took the plunge and got a phone. Gabriel assured me it was easy to transfer all my personal data and photo's to the new phone without losing any, even offering for me to personally see him to make sure the transfer went well. Sure enough it was. I just wanted to write a review on how great their customer service was not only from when I walked in from Erik but then from Gabriel understanding my concerns. Very friendly and professional from start to finish. And might I say both very handsome, am I allowed to say that this day an age? tough, I did! Thanks again guys! and to Erik, Raiderrrrrrrrrrrrrs! :) read more

Jesse was wonderful, helpful, extremely patient in handling my tech needs and making necessary calls to reconnect my devices. She's awesome! Thanks for your expertise and friendly services. read more

Claudia is amazing! Today I went to upgrade my phone on our current plan, and she clearly explained all my options and wrote them down so I could see them. I really appreciate her patience in answering all my questions so that I could make an informed decision. Thank you so much! read more

I'd give this store 0 stars if possible. The staff is rude and incredibly unhelpful. No one bothered to greet us when we came into the store and acted as if our mere presence was an inconvenience and a bother. Heaven forbid they be asked to actually do their jobs of helping customers. The store manager Daniel was impertinent and requires some serious training on conflict management and customer de-escalation as evidence by my experience and others shared online here. He has the communication skills of a 5-year-old and kept interrupting me when I was trying to speak with him. His final response to my problem was, "I can't help you but maybe another store can." As a business owner, this should be shameful to employ people who treat your customers in this regard. read more

I switched 5 lines for my family from T-Mobile to AT&T at this store in Apr'21. There was promotion of either exchange device and get $700 credit to new iPhone or if you bring your own device, AT&T will send gift cards for $250 each line. I had two lines for which I did not exchange any device and I used my own device. Hence, I was expecting 2x$250 =$500 gift cards. I was told that these gift cards will come after 2-3 billing cycles. After almost 4 billing cycles, when I did not receive these gift card, I contacted AT&T customer support and they conveniently tell me that you should contact store as they can not help since it's more than 120 days and promotion is no longer active. When I reach out to store, I get update that the person who helped me is no longer working there and there was no promotion like that in store. When I insisted they said that they are going to create exception request and get back to me in 3-4 days. I reached out to them in 2 weeks and there is no update. I feel cheated by AT&T for promises not delivered and specially with this store management as nobody seems to take ownership of resolving issue. I wish there was negative star. This store deserves worst rating possible. read more

Being a large Fortune 500 company, you'd think that AT&T would have the basics of business down. Like revenue generation = good; losing customers = bad. Affirmatively driving customers to competitors = super bad. Simple formula. I won't get into the particulars of the poor service but instead focus on this one part of the experience that struck me as unusual. What was extraordinary about my experience at this store today was the MANAGER affirmatively advocated my taking my business to a competitor. Now... I know that employee performance varies and we must adjust our expectations based on comparable businesses. Because no business is perfect. But this is a manager AND it's just not poor service -- he's affirmatively driving current customers AWAY from AT&T. If this experience is indicative of their common practice at this store, then eliminating this store would be more financially beneficial than keeping as-is. read more

We were transferring 4 phones from T Mobile to ATT. Three were easy to do at home, but one phone wouldn't work. After 90 minutes on the phone with three ATT people, we went to the store and Amir helped us in about 10 minutes. He was amazing and made a stressful Sunday afternoon better. Amir was great. read more

Honestly the experience I had with the sale rep there was amazing. She helped me and patiently did everything to help me get the plans and discounts. She answered every questions I had. Spent like 1.5hrs there but got my problems resolved. thank you! read more

Multiple mistakes, rude service and employee. If you have the option to use a different store I'd recommend you do.

This is insane. Its 2:05 pm on Tuesday November 14. I'm at the AT&T store in San Ramon and it's closed. There is a sign on the door that says back at 3:30. On top of that there are people inside that won't even look toward the door when rattled. Someone came out after 15 minutes and said short staffed, closed for lunch. Ok, I get it. So close the doors for 20 or 30 minutes, have lunch, reopen and pay a little OT on the end of the day. What happened to customer service? Nobody managing the store? Turns out there were three people inside. Call me a whatever name you want, but when a service I subscribe to makes me feel like I'm bothering them I've got to say something. I give this outfit about $375.00 a month for our family plan cell service. I could probably get the same abuse cheaper at one of their competitors. Goodbye AT&T, it's not been that fun. read more

My son broke his phone so went to get a new one, the store manager Mr Willie W. helped us through the process, very friendly and helpful, my son got his new phone and we really satisfied, had a good experience the whole staff was super helpful and professional.Thanks read more

Went into AT&T to get accessories only, charging cables/cords. We were greeted as soon as we went into the store. We were put on a waiting list with one individual ahead of us. Even though we/they knew what we wanted to purchase, we still had to wait 10-15 mins. The store was busy, looked as though most customer care reps were being utilized. The rep who eventually assisted us was most helpful, knowledgeable of the products, and quickly provided us what we needed. Good experience. read more

Walked in and was greeted by Jessica right away. She helped me with upgrading my data and I was out of the store in less than 5 minutes. Fast and friendly service:) read more

this has nothing to do with the store and all about their tech service. I have to look at this shoddy mess every single day. A wired mess and a hole in my wall with nothing to cover it. I'm going to get rid of AT&T eventually. They want $100 to come out and fix their own shoddy work. No thank you AT&T. read more

Amir, you brightened my day! something I was certain would be a headache, and you made it a sweet as cake. The pleasure was mine. ATT this associate is kind, compassionate, respectful, knowledgeable, patient, and a fine representation. read more

Spoke to a female representative over the phone to ask questions regarding SIM card. She was RUDE and short when giving the answers. Poor customer service and No wonder their ratings is 2.5! read more