Missing iPhone Trade-In -- Grand Theft Under Investigation On September 27, 2025, just before closing, I turned in my iPhone 16 Pro (1 TB) for a trade-in at this AT&T Authorized Retailer. Two employees -- Brian and a female associate -- told me the computer system had been shut down but assured me they would hold my phone and process the trade-in the next morning (9/28) since I was leaving for an international trip. When I returned, AT&T had no record of this trade-in. On November 1, 2025, I went back to the store and spoke with Brian, who said he remembered me and that the manager had processed the trade-in the next day, but he needed the IMEI number so supervisor Edgar could issue a receipt. When I provided the IMEI, Edgar stated there was no record of the trade-in in their system and that he could not issue a receipt. When I asked him to review store security footage to confirm that I had turned in the phone, he refused and told me I would "have to go through court." He then asked me to leave and refused to provide contact information for the store owner or district manager. This involves a missing iPhone 16 Pro valued at approximately $1,500, which qualifies as grand theft, a felony offense under state law for property valued over $950. I have filed a police report for grand theft and am escalating the matter to AT&T Corporate and the FCC for investigation. If the store owner or district manager reads this, please contact me immediately at [your phone number or email]. I would prefer to resolve this directly before further legal and regulatory action proceeds. -- David W read more

My father went into this store to pay my phone bill he is NOT an authorized user. A sales associate named manny helped him out and HE did changes to my account without my knowledge. They added a line without my consent. What they did is fraud. Be cautious. my dad wasn't even aware of the changes because he went in to pay a bill. I spoke to Luis I think he's was a manager and he didn't care about the situation. I had to call customer services to change my account back. But I was still charged an activation fee. Do yourself a favor and go to a corporate store, not an authorized retailer. read more

Beware of this store and buying any accessories from here. I came here and Luis helped me out. I traded my phone in and bought the screen protector here for $45. the main issue is that he didn't even tell me that a replacement one would be $10. If I had known I wouldn't have even gotten one. This is ridiculous that they would try to sell me something but not be transparent with the product. read more

I would rate a zero if i can for this store. It's ridiculous how they handle issues. After being on the phone with customer service, it is confirmed that I'm eligible for upgrade, they still won't allow me purchase a new iphone with them. Absolutely crazy, wouldn't recommend this location to anyone read more

I went in with my parents to have their phones set up because they received via mail. Stephanie was so incredibly helpful and went the extra mile to do the complete setup for them. I am the one trying to help them and the struggle with AT&T has been horrific over the week prior to me going into a store. I had such a horrible experience with the over phone purchase of their phones . I highly recommend Stephane to anyone needing excellent customer service. Because of her I now have a lot more faith in AT&T Thank you again Stephanie for your excellent help. All staff need to be trained by her on how to take care of customers Thank you again !! read more

Went there yesterday for some accessories, very helpful & kind team that offered great deals!

I have not had the best of experiences with At&t in the past but Alain at this store helped change my opinion. I came in to change my plan over to First Net and despite feeling totally lost he took the time to explain every aspect of the service change. I was on my lunch break and did not have a lot of time; he made the process so fast and easy. I wish I had done it sooner. I will make the trip up from south orange county in the future just to be able to have good customer service like this again!! read more

Im so glad I stopped by this ATT location. The staff was very professional and knowledgeable. Im still amazed at how quickly they were able to resolve an issue I was having with my phone/voicemail. I was helped by Alberto and a young lady, whose name I forgot. She might have been a manager. They were patient and answered all of my questions. My first time at this store was definitely a great experience. read more

Needed to add a line and grab a new set of headphones, Rori was very nice and helpful, set me up right away and got me going with the right stuff. Very much appreciated. read more

Hands-down the best service I've ever had at a AT&T location Mike and Rory's customer service was spot on showed me everything I wanted to see educated me on some new technology and I got my new phone ordered was in an out under 20 minutes could not be happier thank you to the team at this location read more

They take forever and have people waiting outside for more than an hour. This place is complete garbage

I was in the store the other day and a guy named Adam assisted me, he was super helpful and sweet. If your ever in this location make sure to check for him. He was patient and attentive. He made my overall experience a 10/10. read more

Bad service. Employees are liars. After wasting time and taking multiple trips into the store to fix my problem for a credit, I placed a credit card charge back and won. They didn't even respond because they knew they were in the wrong. read more

Very slow service only one person working there, 40min waiting only to make a payment, if you have another store a little more far go to that store don't recommend coming here... read more

I purchased (2) Apple watches at this store and only (1) was available and the other watch was to ship via 2day. After not receiving the watch I called the Manager and she told me my watch was on BACKORDER AND WOULD SHIP IN TWO MONTHS!! I never would have ordered knowing this information! How can the store not know that the customer would not receive for over two months? Extremely disappointed with AT&T read more

Omar was awesome. He knew all the answers to our questions (which was ALOT) and helped us get the best deal we could. I recommend going to this at n t! Hopefully you guys recognize how much of an asset he is to this store. He was the best thanks omar!! read more

The words we're sorry, do not reside in this store. Spoke to Ali the DM, she apologized, said she would take care of it, she didn't, called her twice, she assured the manager would correct it, he didn't. I HAD TO FOLLOW UP TO GET IT CORRECTED. Even when they know their company caused the error, NOPE, not going to apologize. AT&T put a freeze on my account after I made the payment because the processing for Direct TV & AT&T are separate departments, so they closed my accounts and when I called to get it corrected, they opened a new account (they didn't tell me they were doing this) and ran my credit (was 825 down to 752) without my approval and still no apology or acknowledgment even after I directly said that they ran my credit....blank stares, crickets. I cant even demand they correct my credit hit, because I have no faith in this company. Rule #1 in the service industry, acknowledge and apologize and fix the error, then apologize again. CRICKETS read more

I definitely recommend crystal, she's simply amazing and has amazing communication skills! as well as great customer service, there's never a time where we don't walk out the att doors without a smile. She has helped us with our little problems with our bills and always makes sure we are happy with the outcome of them. Nothing but positivity for her! so ask for crystal if you ever come across a problem or need help read more

I came to the store tonight to get a new iphone. Stephanie helped us and she was absolutely awesome. Everything was easy and went smoothly and we got exactly what we wanted and we're super happy. Thanks Stephanie read more

I visited this location last Sunday because my husband and I were very interested to switching over to ATT, as soon as we walked in we were greeted by Orlando and were assisted by Fabiola and didn't have to wait which was nice. Fabiola asked us what we were looking for and was very patient as well as knowledgeable in what plan would be best for us. She really took the time to make sure we were comfortable with the plan we were choosing as well as made sure to find us the best deal which we were very happy with! Her and Orlando were fantastic and I would definitely recommend this location to anyone who is looking into ATT! My husband and I walked out very confident with our decision and thank you so much Fabiola and Orlando! read more

Had a problem with my phone and the manager Karla that was on duty was really helpful. Spent allot of time helping me out with the unlimited plan so I don't go over my data anymore. If your in the Santa Ana College area and need to find a new carrier or just problem solve on your phone they are very customer friendly. read more

AT&T Store - Had a problem with my phone and the manager Karla that was on duty was really helpful. - Mobile Phones Near Me - Santa Ana, California

I was very impressed with my visit to this location when I was looking to upgrade my Apple Watch (Series 1). Walking in I was quickly greeted by an associate named Gio and he asked if I needed any assistance. After letting him know I wanted to add an Apple Watch to my current line he showed me my options and gave an idea of how the monthly payments would look. I was hesitant at first, but Gio made sure to answer all questions honestly which put me at ease. He also helped with looking at my current phone bill and seeing how we could possibly lower it, which we successfully did. I ended up coming home with a brand new Series 5 Apple Watch feeling good about the purchase. I want to thank Gio for his excellent and friendly customer service and also being in my best interest as an AT&T user. I almost ordered the Apple Watch online but I'm glad I decided to come in as it was overall a delightful visit, I intend on coming back with any other phone/watch needs. read more

Crystal was amazing at helping me and my girlfriend out on choosing out new phones we both purchased the iPhone Xs max from this store crystal was our seller she is very welcoming and extremely nice. Even though some customers are very rude to her (which I've witnessed) she is still extremely nice to them and has it under control if that was me i would've blown up. Crystal is the best. -Marco read more

Absolutely disgusted with AT&T. They are so inept I honestly don't know how they have any business!! This is for AT&T U-verse for internet service. I spent at least an hour on the phone, holding & being transferred and holding and being transferred, trying to get things sorted out because I was supposed to have service the day before and still didn't have it. This was all scheduled a week prior!! Started everything all over again from the beginning and they said the soonest they could come out would be another 6 days. Also, they charge you a $49 install fee and this is if you do the install yourself!!! If someone comes out, it's more. Needless to say, I canceled everything and am looking elsewhere. read more

Do not go here. They are not the ATT. they will charge $25 for a SIM card that usually is free if you have ATT phone and plan.

AT&T and U-verse sucks. Way to many billing errors, uneducated staff, inconsistent results and answers, disorganized, and the sales people just try to hustle you into signing up for new types of services. Plus if a tech needs to make a house call- the window of opportunity is 7 hours. I needed a home phone guy and internet guy....my whole day was wasted so I can wait and wonder when they will show up to fix the problem. In one month, 5 times they had to come out. Each time someone new who said something different and said the last guy did a crappy job. Wow! And I got a bill for over $300 within the first 5 weeks of service when I was only to pay $24.99 promo. WTF read more

WARNING: Do NOT EVER go to this AT&T store. They are not even an AT&T store. Saturday, March 29th was an absolutely horrible day dealing with this shady non-AT&T store. My debacle started when I first stepped foot into this place on Friday, March 28th. I had pre-ordered a Samsung Galaxy S5 online. But, I decided I wanted to purchase a Galaxy Note 3 instead. I love the phone, so this review isn't about that. Instead, it's about the absolute lowest of the low horrible non-existent service I never received at this store. I decided to visit this store because it's convenient, and it's on my way home from work. I walked in and was greeted by Richie, the "manager". Well, everything he used to "get my sale" was sleazy, manipulative, and violated the rule of every good-person salesman in the book. I knew I needed to explain everything and put everything on the table up front. Before ever switching out my order we discussed everything. I explained how I had ordered my Galaxy S5 on the NEXT plan (since I want a new phone every year, and it doesn't change the cost of my phone bill), how I have my unlimited plan (and remarked specifically that I will NOT give up my unlimited plan). I explained that through the course of my research I decided I would like to get a Galaxy Note 3 instead of a Galaxy S5. Proceeding, I had him cancel my Galaxy S5 pre-order and I ordered a Note 3. Richie pulled up a screenshot showing how no one in the area had a Note 3 and that I would need to have it transferred from another store. I found out later this was a total lie. Richie stated that he was going to "personally go over to the other store to pick it up". He stated that I could come by after 1:30 p.m. the next day (Saturday, March 29th) and pick up my Galaxy Note 3 in person. The entire objective was for me to avoid shipping and we discussed all of this. I am excited - it's half a day. No big deal, but I will have my Note 3 tomorrow I am thinking. So, Saturday March 29th finally arrived. I arrived back at the store at 1:35 p.m. or so. When I arrived, I waited for half an hour for Richie to show up. He finally showed up at 2:05 p.m. after spending half an hour "in a meeting". When he finally came out at 2:05 p.m., he went back on his promise and would not give me my Galaxy Note 3 after "having it transferred". He claimed he could not give me my phone due my account being on the NEXT Plan (gee, they have it advertised all over this store) and forced me into having it shipped. I should have walked out when he first went back on his promise. That was my mistake. I verified when we were ordering the previous night that I still have my unlimited plan. We discussed this. Today, he acted like he had no clue I had an unlimited plan. He said - "Oh wow, good thing you came back huh? AT&T has you on the Mobile share 3GB plan." I could not believe he actually said that. I asked "Really? Even though my unLIMITED plan is on my receipt?" He didn't really have an answer and continued finalizing my order. Disgusted with the absolute lack of attention towards the customer, I went to another store to get my Galaxy Note 3. The other store had NO problem giving me my phone right then and there and even remarked that there was no issue with me having a NEXT plan. I later confirmed with an AT&T rep over the phone that having the NEXT plan doesn't matter and I should have no problem picking up my phone in person, that they have never heard of such a thing. This new store has no problem going in to cancel my order. I explained my story and how horrible this other store has been and how I want to cancel my order and re-purchase there so they can get the proper credit - since they have helped me in the past and have helped me so much already compared to shady store. Come to find out, Richie made it impossible for another store who actually has the phone to cancel my order, and AT&T corporate couldn't cancel my order either. I went back to this store the next day at 10:59 a.m. right when they opened. I asked to have my order cancelled and refunded. They refused and claimed that because it has shipped there's nothing they can do. It's Sunday - how does a phone ship on a Sunday when most delivery places are closed? AT&T themselves were not helpful either. I tried desperately to have some way to get my Note 3 IN PERSON in a reasonable amount of time like I was initially promised. But, every call I tried was to no avail. They all stated because of this store's status as a non AT&T store they could not do anything and I had to go back to the store personally. Well I did, and they refused. Luckily, I know never to come back to this shady place again. If you really want to purchase a phone, I highly suggest going to a store and checking out their past reviews first. Had I done so and realized at the time that I was being scammed, I would have walked out the minute Richie recanted on his promise. read more

Great customer service, great prices, and great products! The operator of this location is doing a fantastic job!

Great help nice honest Best customer service Luis and Giovanni help me get a new iPhone for my wife's birthday. read more

I have had nothing but problems with billing and internet service with at&t since I got the uverse in august 2013. I Had DSL service for 10+ years and now I have had it. After getting disconnected 5 times this morning and getting no where with customer service I have up. I am going to cancel at&t. I can't deal with them anymore. read more

Very Helpful :) I would definitely recommend this store and ask for Giovanni , he is a good worker

To be honest, the staffs here are the most helpful that I've seen when going to an att store. It service might sick and you have no choice because of your location, but the staffs here at least can help ease the pain. read more

Unbelievable, a great experience at the ATT store! I did go to a different one in Aliso Viejo. There was nobody there, the service was great, the staff was extremely friendly, knowledgeable and efficient, this will be my go-to ATT store from now on! read more

It's very unfortunate to all workers who got covid in this store.I hope you all get well and once your manager gets better pls do the community a favor and fire Stephanie.We tried purchasing phones 3 weeks before Christmas as Christmas presents.I was told that the phones should be arriving Monday and as we waited we never received them.I am a very patient person and am very understanding so I get it things happen and go wrong.But the days kept getting pushed further and further. Christmas passed and Once we checked back she said we were good to go & we should be receiving them today.Today comes and nothing.We had to take it upon ourselves to call her to see what was going on.When I spoke to her I wanted to speak to her supervisor she said that she was the supervisor in a rude tone I explained to her that it was very upsetting and I didn't understand how she had no idea what was going on with the orders after saying for the 5th time that we were finally receiving them.She then ignorantly gave me two options come to the store pay 400 or cancel your order. If you have the phone recording pls check them and see for your self how unprofessional and ignorant this girl is. read more

Terrible experience! My mother walked is asking for a plan with unlimited text talk and data just like other providers offer. She wanted to sign up with her current phone but sales guy Francisco Rodriguez told her for only $35 she could have a much better phone my mother blindly agreed. He made her sign his tablet, told her it was month to month with unlimited everything. Didn't provide her with any paperwork to show what she was signing up for. 2 weeks later she finds out her internet is not working when she goes back to the store Frankie informs her she ran out of data so she has to wait for next billing cycle for new data. Turns out she never had unlimited data. Finally she chooses to cancel and sign up with Verizon with true unlimited data. Now she's receiving a bill from At&t for the the phone she "never paid"turns out phone he promised was $35 was really NOT$35!!she tried returning it and now being told it's past the grace period nothing they can do for her. She tried calling customer service but same response. Went to the store to speak with manager to get issue resolved but manager on vacation and no other manager covering. The store apparently is on cruise control...now waiting to escalate to resolve issue. Terrible!!!! Don't go to that store. Staff does not take any accountability only looking for an easy sale !! They r lucky to even get one star from me!!! read more

I terminated my service with TWC after constantly dealing with terrible wifi signal. I was debating on which service provider to get next. However, after speaking with Cristal C, I was convinced AT&T was the provider that would best suit my needs. Setting up my service was quick and efficient. Cristal was beyond friendly! So...if you are debating on switching your service provider or updating your plan, then I suggest visit this store and speak with Cristal C. today! You won't regret it. read more

Visited this store earlier today and had the worst experience. The workers look like they are there to hang out with one another and talk, they are so unprofessional. They only have 3 computers but this shouldn't mean they can act unprofessional during downtime. The manager and two other employees were chit-chatting when I go up to them to ask for help. There's a long pause as if I just said something awkward or out of the ordinary, finally one of them starts helping me out. There is one employee that is heavy-set and has a beard who spoke to me as if I was at the DMV--rude toned, interrupted me, and no people skills whatsoever. Most of the employees are "nice" enough but they act unprofessional and need to learn some customer service skills! Geez, I don't expect the royal treatment but just simply having a professional demeanor goes a long way. read more

I went in on Wednesday, to upgrade my current iPhone to the iPhone 5S. With the help of Jorge, I got the 5S, and a couple of accessories! He was extremely helpful and clarified everything I wasn't clear about. I had a great experience and would definitely come back for other phone services if needed. :) read more

Trish is the store manger there and super nice. I was so frustrated with my local att retailer at the block. Trish explained to me what I should do with the other store to get the new note 7 recall taken care of. She told me to make sure I don't get charged for any replacement phones, including tax, restocking fees, or activation fees. I could still get note 7 once the new batch is released ( if Samsung fixed the battery problem ). Thank you Trish. I will refer business to you going forward. read more

My husband, my sister and i recently switched over from Verizon to AT&T and I'm so glad we came to this location!! Karla is AWESOME!!! We had to go back 3 times due to some issues with our new account, but she was there to help us every time and she was super patient. Thanks, Karla!! We will definitely be back here! read more