I had a difficult situation that involved multiple carriers and porting of lines. Not the fault of this store, but the process took a lot of time. The team here, led by Bryan, stayed on it and managed to work through the maze of cell carrier system limitations and discount qualifications. While in the store waiting, I saw them deal with multiple difficult customers in a fair and courteous manner even when the customers became hostile. Good customer service tends to be hard to find these days, but Bryan, Clarice, and Logan deserve recognition for their work. read more

Logan is a rockstar. I had to log out of work to run in there because Apple did their stupid proprietary BS iOS update and completely locked me out of my phone. Almost had to do a reset and that would've taken at least three days to get back into my phone, but Logan found away within five minutes. I really don't know how he did it but he did it. That's all that matters... So thank you, Logan... Give that boy a raise! read more

After spending 2 1/4 hours ordering a phone and setting a internet appointment, Tiffiny said I would get a $350 trade in allowance on my damaged I phone 12. The manager Brian overheard this and stated a trade in of $830 is the amount. I moved forward but did not like the fact that it was not confirmed on any e mails. I returned the next day for clarification. I was told the new number was $1,100 trade in in any condition. Great. I was then told it was actually $350 These people can not get thier story strait! I then canceled everything. A complete waste of time!! read more

Love that we have an AT&T store in town. Icing on the cake are the employees there-Bryan and Mike being exceptional. They're always super helpful and funny. We've had endless phones from here and will continue to frequent this store. Thanks again guys!! read more

Experience started off fine...5 hours later with a toddler in tow, RUN! Some reason I got talked into having 2 phone numbers, the next 4 hours were spent trying to connect the only number I wanted to the phone. Then to top it off they hand me my brand new phone, huge cracks across whole screen, scratches on top and bottom of the phone. I point it out, manager said once I leave the store it's my responsibility. Have you I never left the store and never opened the box and handled it. The manager and another girl were the only ones who touched it. I told them I will not be accepting the phone, and the manager stormed in the back and luckily made it right be getting me a phone that wasn't beaten up. A week later I go back to drop off my old phone for my trade in. One guy who was there working was extremely rude. Told me "he wasn't a mind reader and couldn't make up numbers in his head for me" when I had simple questions about my plan. Sorry you're stuck working a dead end job at ATT buddy. So arrogant and rude. Take your business elsewhere. read more

Great customer service from Mike today! I bought a new iPhone case and screen protector. Mike installed the screen protector, which I really appreciate. He was nice, helpful, thorough and quick. Thanks AT&T and Mike! read more

I had phone issues and was NOT looking forward to going to the store seeking help and resolution. Man was I wrong. I had personal service first w Mike and we got things rolling on a phone # conversion and a new cell phone purchase. When we hit a snag, AT&T fault, not ours, we brought the store manager, Bryan, to help. They directed me to the best value, service and $ wise and I left w everything taken care of, and best part, reduced my monthly bill by over $100.00. I highly recommend these gentlemen for your phone needs read more

Very friendly and accommodating staff. Thank you Mike for all your help!!! And going that extra mile to ensure it all made sense. Very appreciated! Kat read more

I hadn't realized there was an AT&T store in Scotts Valley. This is a hidden treasure. Mike was so great to work with and Bryan had some good tips as well. So nice that the staff works so well together and I left as a happy customer with a new phone. Thank you! read more

Employees and manager are incompetent and dismissive. I attempted to order a new phone via the att website, att canceled the shipment and still charged me for the upgrade. I went to this location looking for a resolution, the employee wanted me to pay the $1,900 dollar balance for a phone I did not receive before they could try to order a new one. The manager listed to this entire exchange but could not be bother to get up and help until I got frustrated because im not wiling to pay for a phone I didn't receive. The manger then got upset with me for venting frustration with the employee, who was unwilling to find a solution. I wouldn't recommend this location. Drive somewhere else, this is my second negative experience. read more

Super helpful manager! My daughter needed help with her screen and phone and the manager was very kind and helpful!

I just had the best help from Alexandra! My new Google Pixel would only send emergency calls. no phone, no texting. She was quick, understanding and knowledgeable. Alexandra is the best! read more

We've had great experiences with this store. They went beyond what would usually be expected with service in several areas, on three separate occasions. We even tried several phone cases in the store, which they suggested and helped us with no problems. Attitude is everything. Be kind. read more

Store manager Devin Hiserman lied to me multiple times about the wireless hotspot plan I signed up for. He should have known full well that it did not meet my needs (which I was very specific about) but sold it to me anyway and then lied about the service when I called him to confirm what I was seeing on my account. And then AT&T has the nerve to charge a restocking fee for the device that was sold to me under false pretenses. As a result of all this, I have terminated all of my business with AT&T and made the switch to T-Mobile, which actually offers a data plan that meets my needs. Do not give this store your money. read more

I'd rate a zero if I could. The staff is rude and don't acknowledge you unless you chase them down. The heavy set guy asked me to leave because I told him he was being pushy and to relax when we were looking at phone cases. Horrible service and you don't treat customers the way they do. Do not waste your time here and the inventory is really bad as well. read more

If you feel ignored for an hour while other customers keep getting served, don't try to attract attention - the store manager called police on my wife instead of helping with a simple inquiry. Seems like he has some rep on Yelp :D Family getting switched to another mobile provider, but if you *must* use an AT&T store - the one on Blossom Hill Rd in Los Gatos is helpful and professional. read more

We had to get 2 new phones. Eric was so patient personably and knowledgeable. He made our day.

Absolutely horrible "service" both times we entered the store. Rude employees who have an attitude IF they even bother greeting you. Tried buying phone cases for our new phones and we were asked to leave by one of the employees because we opened the case to make sure it fit well. The employee refused to tell us his name. We dropped everything and left. Sorry but I won't be spending my money somewhere that treats it's customers (long time, loyal customers) like that. If I could give 0 stars I would. read more

Incompetent and dismissive. We bought a phone that became activated on the wrong number on our account. The store manager switched the SIM and it associated to the correct number, but did not provide 5G cellular data, which the phone was capable of, and we were paying for on the account. The same manager then installed another SIM card, after which the phone would not connect to cellular at all. No phone or data service. I asked if the issue could have to do with the IMEI number associated with this line on the account, since the line had been wrongly associated with a non-5G device and its IMEI. Was told that had nothing to do with it. Was told that there was just a delay in the new SIM activating, and to come back tomorrow if it wouldn't activate, and they'd replace the SIM. We came back the next day after the phone failed to activate. Same manager tried a 3rd SIM. Still no service, either phone or data. I asked again about the IMEI, which he again dismissed as a possibility. I said, "Humor me", so he typed the phone's IMEI into his system. Still no service on the phone. At this point he said there was nothing he could do, and that I had to call an 800 number. I asked if he could call on my behalf, which he refused to do. So, for the second day in a row, I left this store with a non-functional phone. Called the 800 number from home. The AT&T tech (a very helpful, professional, kind man) said, "The IMEI associated with this line is invalid". (Facepalm) The manager had typed it in wrong... it wasn't even the correct number of digits. The tech had me read him the phone's IMEI, entered it into his system correctly, and the phone immediately worked just fine. 3 days wasted at the Scotts Valley store. 4 minutes on the phone with AT&T fixed the problem. Not sure why that store exists. Definitely not sure why they pay that manager... He was unprofessional, incompetent, dismissive, and thoroughly unhelpful. I won't be stepping foot in there again. read more

Such a terrible place. No help, nothing nice about the staff! Wouldn't help us with what seemed like a simple task. One girl was so rude that I asked the other girl if we offended her. Her response..."I can't have you talking about my staff like that". I've been an AT&T customer since my very first Motorola brick phone (1992?). This treatment might make me switch. read more

Left us with 2 non-working phones! We switched back to AT&T from another Carrier, but the "techs" at the store were not able to set up our phones and gave up! I was able to figure out what the issue was myself the next day. It actually was a pretty elementary problem...they had not assigned the correct network to the phones, so the phones were not connected a working network. Seemed very basic to me, that this would have been something that they would have been able to easily find and correct. I was able to enter a code into each phone that allowed me to set the correct network and fix the problem. Obviously, a user should not have to figure this out and set up themselves.... these people are not competent. read more

Horrible service, awful experience, long waits, rude manager, do not recommend. Manager would not talk to you unless you want to buy a phone because he is depending on a commission. If you want to activate a sim card he is extremely rude as it does not give him much money. I had my mask on, it didn't help. read more

First: I had to buy a new iPhone yesterday and what started out as a good experience ended badly. I needed help getting my new phone setup, which they basically did, but the sales person wasn't sure about some of my questions and answered them with "I think so." I came back the next day, needing more help with one more setup and they were rude, said they couldn't do anything and refused to help me in any way. I obviously left upset. Second: When I used my credit card to pay it was declined (I have NEVER had my card declined) I called my credit card company and they told me it wasn't my account it was AT&T's problem to fix because it was coming up as an "invalid merchant." I told the 2 staff members at the AT&T store and they just stared at me and said they couldn't do anything. I wasn't asking them to do anything but I thought - as responsible employees - they would want to know so they could report it to the company. So much for service or trying to help......They don't need to worry though, I won't be back! read more

Don't waste your time here. Staff knows nothing about the phones. Asked many questions: I don't really know Samsung, mainly iPhones..... what!!! More Samsungs in the store than iPhones. Maybe 20 devices total but could not take the time to learn about them. Wanted to try the flip phone: it is in a metal case that prohibits you from "flipping" it.....what??? Wanted to try a phone, but they only had the demo program running so you could not guage app load time. Asked about a specific model: we have that in the back but not out here... can I see it? No.... Wanted to take a photo of the phone and stats and price: no photos allowed.... Bottom line: don't waste your time here. Note this is the 2nd visit in 3 months with similar results. read more

Didn't think it was possible to get any worse at this store but they have. I've been in 5-6 times since they opened and while the previous staff and owners lacked knowledge of what they were selling and how to do the basics like program a new phone at least they were pleasant so I could forgive their errors (and there were many). The staff I got today was rude, snotty and condescending. I purchased a set of AirPods a couple weeks ago that didn't work properly but I was told that even if its within the 14 day return window they won't take back defective items that they sell. I was told you have to go to a "real AT&T store or Apple" to cover the warranty. There were several other areas that were either incorrect or hard to believe in what I was told but it wasn't worth the aggravation to deal with these ladies. Needless to say I won't be back. read more

I can see why this store have so many terrible reviews. I signed up for new service and bought a phone , I was shocked when I go my first bill. The sales rep Tyge signed me up for service I would never agree to or want to get. I was signed up for phone insurance , support service and ATT next. None of these services were ever mentioned to me or discussed. It was easy fixed when I called ATT. Did Tyge really think I wouldn't notice these charges? I can see why he gave no paper work when I signed up. read more

The girl (long, dirty blond, wear sweater) who works closing shift on February 5th was incredibly rude and literally does not know anything, and refer me to "google it". She would have me do things online, and when I'm done, she just ignored me for 30mins. And she would come out 5mins before closing telling me that the store is closing soon, so come back tomorrow. read more