After having an atrocious experience I went to the Santa Cruz store. I needed a new phone. What a difference. As soon as I walked in I was greeted and was told there' d be a wait. Jayden was very friendly and while he was working with one person he communicated with everyone else who was waiting. It felt friendly and comfortable. No one was upset about the wait. The store was obviously understaffed but Jayden made the best of a tough situation. When it was my turn Jayden was very knowledgeable and efficient. I was happily satisfied and on my way in no time. Anyone who has bought a phone before knows it can be a grueling experience, but this time it wasn't. In fact the previous customer returned a few minutes later and had her daughter bring Jayden some snacks. Honestly I was so offended at the Capitola store I was dreading having to buy a phone but with Jayden it was easy and pleasant. If you're shopping for a phone in Santa Cruz, avoid Capitola. Head to the River St store read more

Bright, clean store, good location. Great service! I was having a problem charging my iPad. We're from out of town and lucked out walking into this particular AT&T store. The customer service (thank you Jayden), was not only professional, polite and friendly, he was able to resolve the problem and I was on my way in a timely manner. I would recommend this store! read more

Spent $1500 on an iPhone, but won't let me use the bathroom. What kind of unprofessional outfit is this? Now they want me to upgrade and they won't let me use the bathroom. they don't have a public restroom and they don't consider their clients any different than the general public. When they're asking you to come spend $1500 and they won't even let you go to the bathroom. There's something seriously wrong with the company. Clients are not the general public. Jayden keeps texting me to buy a new phone. I had service billing issues that he would not help me with. And if you go here, you better bring a bucket and a plastic bag so you can take a shit. read more

Good customer service, representatives helped me save money, and I got a new device! They have a huge selection of accessories and speakers!! Definitely worth the money for the value I received! read more

Jayden made the experience very enjoyable. He was helpful, knowledgeable and worked quickly.

The young man working at the Santa Cruz AT&T store today was terrific. He was handling multiple customers at a time. He was courteous, skillful, and prompt. Could not have asked for a better experience. We had a phone that lost cell service, required a repair that was done at Best Buy (which was not a pleasant experience), and had a new eSIM that needed to be connected to our account. It was not possible to accomplish this online due to an unusual set of circumstances. Jerod (I think that was his name) took care of it in short order. read more

Super helpful at River St. to upgrade a phone. During our transaction, a very irate man returned to ask the representative his manager's name. He was being very rude to the only person helping multiple clients. read more

AT&T Store - Super helpful and amazing asset to the store. Right now they are short handed but the "Ken" was trying to bully. - Mobile Phones Near Me - Santa Cruz, California

If you have any issues I strongly recommend going down to the office on River Street. I again, met with Jay, who really knows his stuff. Much better than waiting on the phone forever and talking to someone who is reading from a script. read more

Juan was patient, kind with me and helped me confirm I was approved for government program for poor and elder subsidy for me AT&T service. I would have never been able to make the telephone call or get online on the Affordable Connectivity Program. I noticed that he also gave other customers the same respect that he gave me. Blaine H. read more

My family had been limping along with some old iPhones for quite some time and I was thinking we were probably overpaying for our family plan, but the anticipated pain of dealing with the above kept me from going to the AT&T store. And I was ready to leave AT&T if I had a bad experience. Finally we couldn't take it anymore and went to the store on River Street. I had steeled myself for a horrible and lengthy experience, but thankfully Lamar greeted us as we came in and took excellent care of us. Lamar listened to our needs, gave us options and even made cost saving suggestions. Plus he's a super nice guy. In the end (actually a quick experience!) we got new phones and a lower monthly bill with better services. Lamar for the win! Good job AT&T for having Lamar as your store manager. He's amazing. Thank you! read more

Incompetent service for a simple phone upgrade. The 41st store was busier but far better service.

After having our phones transferred to AT&t service, we were having difficulty transferring the service. So we went into the store and were helped by David who was very kind and patient as well as helpful because he actually made sure that we left with working phones which was amazing we were able to keep our current phones and have the package that we wanted at a great price. Thank you David!!! read more

5 star rating - stopped by no call in to see if they were able to put on my new screen protector case for me. He was more than happy to put it on for me and discarded the trash thanks ! read more

NOTE: This is a review of the Scotts Valley AT&T store, located in the Safeway parking lot, across from the Round Table Pizza. They are currently rudderless and operating without a manager in place. Employees are under-trained and clearly do not know how to answer questions, so do not risk getting misinformed or misled. Stay away until they have proper management in place and their staff is properly trained and have some experience behind them. You've been warned. read more

This store says it is open on Sundays but the only staff is a young unhelpful girl. No manager or repair person. She told me and the customer in front of me that the store sells phones, doesn't fix them. I mean,.. like Duh. read more

Called here to try to sign up for the prepaid hotspot plan but was told they cannot sell it to me even though they are AT&t store. Was told to call the customer service. Got hung up on by customer service automated service could never get a hold of anyone. This is just a preview of what's to come with their customer service I guess read more

We came in (this is for the River street store)with a pretty complex request involving transferring from another carrier. David was super patient and really helpful, really glad he was there when we came! Super friendly and knowledgeable guy. Thank you David! read more

My issue is partly with this store and partly with AT&T in general. First, the store. We recently moved to Capitola. Comcast doesn't offer service there so we had to make a change. Our choices were AT&T and Spectrum (Charter). We decided to try AT&T so I called. I was on hold for a good 15 minutes -- nice way to welcome a new customer, huh? -- so we thought we might have better luck at the store. The man who helped us was pleasant. But in spite of the fact that I was very clear that we wanted an old-fashioned land line, not a digital home phone, we got a digital phone. I even called two days before the scheduled installation to verify that we were getting a copper-wire land line. Oh yes, the woman in the Philippines assured me. Wrong. Now about AT&T in general. Their installer damaged our gutter in the process of putting the DirectTV dish on our roof. Yes, we can make a claim and get it fixed at their expense. Did we need the hassle? No. The installer failed to mention that with DirectTV, even though we are paying for a DVR, we can't fast-forward past commercials on most channels. We never had that problem with Comcast. When I called to complain, the rep made it sound like it's a decision by the network. So why were we able to fast forward through commercials on those same channels with Comcast? My guess is that Comcast paid for the privilege for their customers and AT&T/DirectTV does not. And the WiFi speed? 5mbps. Seriously. It's just one notch better than listening to the beeps from a dial-up modem. For an extra $10 a month they tell me we can increase it to 14mbps. One more thing: I can change our digital phone service (the one I didn't order) to a traditional copper-wire land line. For an extra $12 or more per month. Thanks for nothing. We are switching to Spectrum. We will be able to fast-forward through commercials, we'll have 100mbps WiFi, no dish on our roof, and the cost per month will be the same. Yes, we'll still have a digital home phone. It's a small compromise. read more

I was really disappointed by my experience at this store. I was quoted a price for 4 cell phone lines and told that since I had a small business that we would not be charged activation fees. when asked about insurance, I said no thank you.... i Just got my bill today and paid for activation on all 4 lines and they even put double insurance on the phones. Each line had insurance and the Entire family plan had insurance. The pricing on my bill is much higher than the quote I receive. In my experience, this store is dishonest. read more

My iPhone was lost/stolen so I went into AT&T the day after to report it and get a new phone. The first person I encountered said something like, "We can't handle loss reports here, but let's check it out." At that point, a man nearby said, "I'd be happy to handle that for you." He turned out to be the manager, Brian. Brian was nothing less that a lifesaver. He went on-line and began to fill in the loss report for me, which took a fair amount of time. He confirmed that my insurance covered the loss (Pay the $15/month!). He told me for my iPhone 12 Pro, the deductible would be $250, and they would put it on my bill. He let me use their phone to call family, to whom a verification code was sent, so we could plug it into the report. He did some more entering and finally told me I'd be getting a brand new replacement within two business days. Then, he took the time to explain to me how to use iTunes to restore my phone from a backup in April. I was dumb not to pay the slight extra fee/month to use iCloud backup, so lost all my pix and videos from the intervening two months. Just do the iCloud! So, Brian, you made the most out of a difficult experience for me. It could not have gone better. I sauntered out yelling, "Thank yew Jayssus!" FIVE STAR Customer Service! read more

Horrible knowledge and service here. Save your time. I was driving from San Jose to Santa Cruz for a concert last Saturday evening. My phone froze so I restarted it and it stayed with the loading icon. The whole 40 minutes drive I was trying to hit the restart button. Nothing. I figured I would try and drop by AT&T to get a hard reset or something. So I dropped by this location. First off it looked closed at 6pm. Then when I realized it wasn't I walked in and about 5 employees were circled around awkwardly just hanging out. I explained to the one employee that asked me if I needed help that I need help with a hard reset because I've been trying everything and it's not budging. Then she starts doing EXACTLY what I was doing for the past 40 minutes! I explained to her that I've tried that for the past 40 minutes! Then she had to ask another one of the employees maybe a manager or whatnot if there was anything they could do and he said no. That's an Apple issue. When clearly they can just hard reset it. I pay y'all for a service and for my phone and you can't even help me reset my phone for this concert I'm supposed to go to. Useless is how I would describe this store and their employees. read more

Tall young woman with dark hair was really rude to me today, when I came in to return my TV devices. She informed me that they did not accept hardware at their store. No attempt whatsoever to even be polite about it. Just right off the bat RUDE. read more

I cannot imagine how the employees get the door unlocked for their shift. Incompetent is an understatement. Yes we all know life without cellular devices is difficult, but come on people. What happen to customer service and general polite behavior. That I will hang on the chuckle heads that AT&T chose to represent them. After 25+ minutes it seems they cannot even accept cash payments. Don't need change just want to pay the bill. This is clearly yet another example of how the corporation does not care one bit about customer service. Apparently this is not a authorized retail store so check your location anther corporate snow job. Good luck your going to need it. read more

Great customer service. Went in with a broken iPhone and walked out with a brand new one. The woman helping us was so helpful.

The customer service I got from Edgar was amazing. He was incredibly helpful with everything I needed getting a new phone! He was so nice and went out of his way to help me figure out the best payment plan. read more

AT&T and Xfinity defnitely are not the same! We also tried to return a modem and cancel service for my father. They referred us to an 800 number and sent us on our way. AT&T does a terrible job with their retail operations and service. I would never get AT&T anything again. read more

After being an AT&T customer for nearly 20 years I received horrible service at this (River Street) location. When I went into the store to purchase an international plan, initially they were quite nice. However, when I received my bill, and saw that they had drastically overcharged me (way beyond what I had agreed to) their attitude became quite different. After looking at my bill, the salesperson agreed that it had been their "mistake." However she claimed not to have the ability to take the charges off. So, naturally I (politely) asked to speak with the store manager. As it turned out, he happened to be the same person who messed up my policy in the first place, by charging me three times what I had agreed to. Then, the manager (Alex) was absolutely horrible to me. I have worked in customer service, and even in management, and I have never encountered a situation as appalling the interaction was with this individual. Nor would I ever dream of treating a customer so badly. Alex's attitude was atrocious! He rolled his eyes, didn't even glance at my bill, and rudely refused to help me. He told me that if I wanted his help, I would have to come back 5 days later. Meanwhile, my bill was due. I couldn't wait. Then shrugged his shoulders, turned his back on me, and began to walk out of the store. I was shocked. He grabbed his things and started to walk out saying that he wouldn't help me (not "couldn't" but "wouldn't"). So, then I politely asked for the name of his regional manager, since Alex wasn't any help. Alex snickered, rolled his eyes again and flat out said "No." He spoke in an incredibly condescending tone, and talked down to me- I asked again, ore sternly this time. He gave me a nasty look and repeated that No, I could not have the name of his district manager. This was by far the very worst customer experience I have ever seen. Also, at the time there were 7 other customers in the store, and 3 other employees, all of these people witnessed his horrible behavior. Meanwhile, since then I have spent multiple hours on the phone with AT&T, trying to reverse Alex's "mistake." But, so far the charges are STILL on my bill. Because of Alex this location has lost the business of myself, many of my friends and family, and hopefully YOU too dear reader. I sincerely hope that you will head my warning and stay away too. Lesson learned, make the trip down to the corporate store in Capitola!! read more

Purchased a brand new iPhone at this store on Wednesday. The phone died Thursday night and would not charge. I took the phone back to the store with my receipt and after waiting nearly twenty minutes for anyone to acknowledge my presence (and having a sales rep take a customer ahead of me who had just walked in) I waited another fifteen minutes to have a sales person tell me "um.... so like... you have to take this to apple." When the sales person could not explain to me why I had to take it to Apple when I had just purchased the phone in store and still had the receipt, the manager stepped over and said it's not their fault, because it's a "manufacturing" defect they are not responsible. Shame on ATT for not taking responsibility for the products they sell. Shame on this store manager for the shotty customer service. No apology for the wait time. No apology for not being able to help or for the fact that I have been without a phone for days now trying to get this sorted out. read more

Amazing! What a difference a store makes. This is the store to go to if you're in the Santa Cruz Area. They fixed all the issues to my service and account that the idiots at the AT&T Store at the Capitola Mall did when they set up service with AT&T. The Tech at River Street AT&T took the time to explain all the options and features of each service level and reset up the service to provide the best service for my needs He asked the right questions and explained the options and cost for each feature. In a matter of moments my service was tuned to my needs, and the cost was lowered! read more

Let's start by saying that the places smells like piss, I'm serious. The smell of this place is shockingly bad for a phone store. Forget about a reasonable time spent here, the employees are slooooooow as molasses and while it is great to take time with customers it is awkward when a lot of people are waiting and one salesperson is shooting the breeze with someone who came in to charge their phones. (While I was getting service my rep dropped everything when a guy walked in and hooked up all his phones to chargers! This guy wasn't even a customer just a buddy of his, meanwhile I'm telling the guy I HAVE to get going and it flies over his head.) The other sales rep spent the whole time I was there, which was a lot, talking to another couple. While people waited... So I'm there and I know exactly what I came to get I told the guy as much but he works at his pace plus the constant buddy interruptions, I was getting so frustrated that I was about to start filling stuff on the computer myself, I even had to tell him where to click to get stuff moving along. Miraculously I accomplished what I went there for but was so short of time that I didn't even get my device! Will have to go back in again... yay for me :( But there is a silver lining to all this: Verizon has shittier service (although their downtown place is nicer) Guess ATT knows they have you at their mercy so not sure things will change. read more

Alex provided excellent customer service for me at this store. My issue was complicated, but he was patient and very persistent in resolving it for me, always with a smile. I'll be back to this store for all my future ATT needs. read more

A no show for high speed installation and the technician provided false information that I was not home. I had the door wide open for him! I took the day off and now I have to take another day off. This was when I received a text at 1:32pm that he was on his way, and will be here at 1:45-2:45 and then at 1:40 a text stating I was not home. BS! read more

i tried a phone from here, didn't get the reception I needed and returned to cancel it w/in the required 2 week time. The Ass't Mgr did the paperwork but didn't know how to return the phone. I managed to get return shipping label from ATT & sent it back but they said it was now a late return and I'd have to pay for the phone even tho back in their possession which they could not return to me. I refused to pay this extortion attempt so they turned it over to a collection agency & dinged my credit report. I still won't pay them a penny, never be a customer again and recommend people use other carriers instead. A retail ATT store is not same as a corporate one even both have the big ATT sign over their business. Tough lesson to learn about the difference but corporate totally lacks any semblance to understanding customer service. I'd give them zero stars if I could read more

Finally got around to upgrading my phone to the iPhone 12 and had a very easy and enjoyable experience ordering the phone for delivery with the help of Raneem at the River St. store. Would recommend this location to anyone looking for in person help regarding AT&T services as the store wasn't crowded and the customer service was exceptional. read more

-The wait is always more than an hour, most of the time two hours +. It takes them more than one hour per customer! It is ridiculous! -I signed up and came up with a plan that the very slow, confused staff member said would be only $90 in total after all fees per month. When he asked me to sign the contract I saw it said $110 per month. I pointed out the error and he stated that that would not actually be the monthly cost and that that figure was incorrect. Stupidly i trusted him and signed it. Just checked my bills and it is $110 every month. Mother F#ers!! This is a scam! Do not go here! I tried to go in to complain and waited 2 hours--they had only gotten through one customer!! I had to leave. Going to see what I can do to get out of this contract, or else Im calling the Better Business Bureau read more

I would like to give Ms. Addie there five stars! She made a difficult situation bearable by being smart and knowing what to say and do to help me quickly. Thank you Ms. Addie. She deserves a raise. Go in and ask for her. read more

A more ineffective and apathetic staff you could not find. Wait times are inexcusable. I waited 23 minutes and I was next in line. The sales associate spent most of his time with that customer in front of me discussing non-At&T related issues, such as her spring schedule at Cabrillo Community College. This place is horrible, go elsewhere. read more

I have been a loyal AT&T customer for ten years, and never have I experienced such disrespectful and dismissive customer service. I purchased an iPhone 12 Max and chose the curbside pickup option for quick and convenient service, and for my safety and the safety of the employees. I completed the purchase on 1/10/2021 and received an email the same day at 5:36pm that my order was ready for pickup. I called the store to let them know I would be shortly arriving to pick up my order. The representative was rude, curt and not helpful at all. She informed me that they only provide in-store bill pay on Sundays after 5:30pm, that their registers "shutdown" and that they would not process my payment. I simply wanted to pickup my order. I asked for her name. She did not provide her name and instead placed our call on speaker for her co-worker to hear and then hung up the call. When I called back, they answered and hung up on me again, disgusting. Needless to say, I am currently on the phone with their customer service department, cancelling all 7 phone lines I have with them. Don't ever visit this location, what a joke. read more

Quentin was very kind and helpful in helping me maneuver ATTs robotic telephone labyrinth with confidence. Thank you!

Went in with my LGB470 flip phone that was "broken". Advice was "nothing'. No help from either of the 2 young men in the store as I was the only customer present. Just get another phone basically. It was on warranty, bought it in this store, no effort to help. I had it repaired by LG for free, as it is on warranty. Thanks for nothing ATT Store. Actually, no thanks. Useless customer service. read more