Who knew trading in my phone would result in so much drama! I originally went to the Sherman oaks store to start my trade in, and it was such a hassle! As I left that parking lot for the 3rd time, unable to complete the trade in... it dawned on me there is another store down the street. Not only is this location sooo much cleaner and well kept but the staff is friendlier, and so helpful! I did have to wait for a staff member for assistance, but at least these people help their customers. And it was worth the wait. Once someone was available I was in and out within 5 mins. read more

I came in to only upgrade my phone. I was offered by the rep, Aram, to view my account if there was a better plan. He offered me a discounted plan with faster speed and more cloud storage. I said ok and then the problem started. Once I received my bill, the monthly plan had an additional $107 in fees for an additional unauthorized line, insurance (which I denied), and an annual upgrade program. All of these charges were not asked for. I now find out that this store is a 3rd party vendor and not a corporate store. So AT&T can not help with the billing discrepancy. Additionally, there is no store manager at this location to assist. What a shame!!! read more

Horrible staff horrible store the men that work their are absolutely horrible in manners they don't care about clients they were just vaping and placed my order completely to somewhere I did not know after 15 days I just received an email -with no followup . read more

Absolute BS.. I asked this guy several times about the monthly plans. Completely lied to. Full scam to get you trapped into a plan. Never got my reimbursement for paying off my phone and moving from another company, later found out I had to do steps to do that. Was never told about this and it expired, therefore. I can't get anything back. Nothing about my bill was as described in person. Mind blowing to me read more

Horrible store. One person in the store an they said 1/2 hour wait to turn on my phone. Now I have to send it in the mail. Don't go there

Sat at the store for 40 minutes without anyone even asking me what I needed - then when I mentioned what I needed, which was quite simple I was told this store couldn't even do it, and to go to a different store. if they would've asked me my concerns prior to me sitting there for 40 minutes while no one helped me or even barely acknowledged me, i wouldn't have wasted my time. Train your employees better. read more

Doing last minute shopping before Christmas. Always an anxiety filled challenge brought on by myself. However, Nicholas B at this AT&T store took his time and was very thorough reviewing my options. I don't envy the position tech sales staff are in with having to be on top of the myriad of programs, plans and device technology that change almost daily. It's not an easy task. Yes, the process takes time, so plan on spending an hour or more to get the best device for your needs with the best terms available at the moment. Ask for Nicholas B. at the Sherman Oaks store. A very patient and competent young man. read more

I needed their services regarding my transfer of phones to another carrier and they couldn't be more accommodating! No awkwardness whatsoever just professional!! read more

They never and I mean never answer the phone, nor do they return calls even when a message was left. When you go in store, they can't assist with ordering phones, have nothing in stock, and can't even take your returned phone- so why are they there? They provide no service. read more

Horrible customer service! I was going to purchase a new iPhone . If I do it won't be from this store. Avoid at all costs!

When I went in to trade in my IPhone , the Male employee said there were no iPhone 15 . Why? Because he lied to upsell me! He kept pushing the more expensive phones . Until Veronica kindly got us the phone we asked for. Veronica R is quick, honest and accommodating . She should get a raise This happened 6-15-2024 read more

Lew was the best great store great service. Customer service is fantastic. Very helpful helping me with my phone. Mike M

Avoid doing any business at this ATT location. I needed to change my plan to add my mother and Adam added an extra line and a Home Warranty to my bill without my knowledge. I only noticed when my monthly bill increased by $200. My iphone upgrade was attached to this fraudulent line so I had to pay off the phone ($599) in order to have the line removed. I went back into the store and spoke to another associate and she assured me that the extra line was removed, which I found out 2 days later was not removed. These people are thieves. Stay far far away. read more

I stopped by AT&T store in studio city at 5pm on Friday to transfer 6 cell phones service from Spectrum to AT&T. I selected 6 new iphone 17. When the sales representative tried to process the transfer she had some issues in processing all 6 phones at one time and recommended that I split the transaction into two so to order the first 3 iphones and then order another 3 iphones immediately after. I was provided a quote for all 6 iphone 17 ahead of time which included the trade-in value of my cell phones. The first 3 iphones went through ok but when she tried to process the next 3 iphones the system was now forcing me to pay a deposit for the full MSRP prices for the next 3 phones which came out to over $4000. I told the sales representative that I don't want to pay $4000 down in cash and only was interested in having it financed for 36 months like she quoted me earlier. She contacted the manager on her cell phone and the manager said to have me contact customer service and cancel the first 3 iphones order. I spent nearly 2 hours at the store and walked out almost at 7pm with nothing to show for. I immediately contacted customer service but they were already closed for the evening. I then contacted customer service the next day and was told that since the 3 three iphones were purchased at the store's POS then it needed to be cancelled at the store even though the store referred me to customer service to cancel the order. I then did a 3 way call with the customer service representative and spoke with the manager Bobby for the second time trying to explain to him that customer service said that they can't cancel the order and are saying that it needed to be cancelled through the store directly. At that point the store manager Bobby became very agitated and rude and said that there was nothing he can do and that customer service should take care of me. He then said he was helping other customers make purchases and didn't have the time to speak with me to help me resolve the problem that his store created in the first place. He further said that I have to wait for the 3 phones to get delivered and then I will need to return the phones to cancel the service. However, the issue is that these 3 phones won't ship out for another 3+ weeks and by the time they are returned it will be over 1 month since the purchase. The store manager didn't care enough to even speak with the customer service representative that was on the call with me and simply stated that he didn't have time to deal with this situation as he had other customers waiting to purchase cell phones in the store. This has been a horrible experience where the staff and the manager Bobby do not care in helping their customers resolve any issues that they created in the first place and only care about making a sale. I do not recommend dealing with this Studio City AT&T store and to especially avoid Bobby who should not be the manager since he doesn't understand the basic concept of good customer service. VERY UNPROFESSIONAL! read more

Judy and Frank are THE best and they both saved me from a giant headache. Essentially my phone numbers got swapped between my phone and my wife's phone so it was super annoying. I explained the situation to Judy and she fully understood everything that was going on and both her and Frank worked quickly to get me all sorted out. Thanks again for your hard work and helping me out in a pinch! read more

I came to get serviced here and get an additional line on top of two lines I have. There were 2 workers on a Sunday, they are taking their sweet time and not acknowledging the 12 other people in line to get help. All they said is 20-30 minutes and another 30 mins passed and another customer walks in and they said the same wait time when they havent helped any other new person. However, waiting for so long for about a little over 2 hours an associate named Johnny ended up helping us and was very helpful. He was really efficient & kept balancing a few customers at the same time. I believe they were short staff due to a call out but coming from someone who's worked retail for over 12 years, i know how it works... there should have been coverage for call outs especially for a Sunday and especially when its a new launch, which is anticipated to be busy. I think the store manager needs to get better at their scheduling and coverage because it is unnecessary for me to wait that long and along with me so many other ppl were waiting for hours. read more

AT&T Store - Inside store - Mobile Phones Near Me - Studio City, California

This location is closing soon, so ultimately this review is kind of a moot point, but I'll go ahead and write what I have. Mostly for my own catharsis than for anything else. My experience with this store is a true roller coaster. I've tried to switch to At&t from Sprint for the past 2 years or so. First it was one thing, then the other. They didn't have Fiber in my area, they didn't have the service plan I was looking for. Eventually it seemed all the stars were going to align and we were going to make the switch. They still didn't have Fiber in my area (why do they send me advertisements for it?), but they had the service plan I wanted, as well as the new phone that I wanted. So we went in to At&t to switch. And everything was SUPPOSED to go SO SMOOTHLY. We were going to trade in our old phones, and all of the phones qualified, and we were going to order new phones. The only hitch? They didn't have the new phones that we wanted, we would have to order them. They, of course, tried to sell us on DIFFERENT phones, but we were happy waiting. Would that cause any issues with us switching over? We were assured, no, it would not. So we go to trade one of the phones in and find out that it DOESN'T actually qualify for the trade in offer. What solution does At&t suggest? Absolutely none. Sorry, you just have to pay full price for the new phone. Also, we aren't going to be able to switch our service over until AFTER the new phones are ordered and arrive. So now I have ONE phone on At&t and TWO phones on Sprint. Will this affect my bill with At&t? Once again, I'm assured that NO. It will not. WELL, Our two ordered phones are delayed by a MONTH! Nothing the store can do about that. Also, having only one phone on At&t for that long DOES IN FACT have a HUGE IMPACT on our bill with At&t. So, at this point, I've been to the highest of highs and then back to the lowest of lows. And in all honesty, I'm thinking, "I'm just going to cancel my plan with At&t and stick with Sprint." But after FIGHTING with them, we find another promotion for the phone trade-ins, and we're told that everything is going to switch over when the new phones arrive. The only catch? THAT DOESN'T HAPPEN! I have to go BACK IN to get everything set up because the activation doesn't work when I try it. We also aren't able to port the third line for some reason. All in all, I ended up paying one and a half months on At&t AND Sprint AT THE SAME TIME! Essentially killing my savings for the year for switching. AND they still don't have Fiber in my area. Look, everyone at this location was extremely friendly, professional, and as helpful as I think they could be. The fact is that At&t just ISN'T a "well oiled machine." Pretty disastrous experience overall, and shouldn't have been as complicated as it was, but what does At&t, or the store manager care? They already have my money. read more

Please be careful! Especially of the manager here. I called AT&T to add a new phone line back in July and had to go into the store to pick up a SIM card. When I went in the manager kept swaying me to activate the SIM card there. I asked several questions and he implied it wouldn't work if I didn't activate it there. After 45 minutes he lets me know it's activated under a new number than was originally set up. He had stolen the sale from their corporate and said it would replace. I recently checked my bill and he actually added an entirely new phone line to my account that I never approved in addition to the one I added myself. Att has told me to contact their fraud department. If you have to go in don't listen to their suggestions! read more

I always dread going to the AT&T store but today I had a great experience. I walked in with an unusual issue regarding my phone's voicemail. Shawn, an employee there overheard and knew immediately what the issue was. The problem would have never been solved if it weren't for Shawn ! Thank you! read more

Don't go here. They are all liars! I went here to upgrade my iPhone from an iPhone 8 to an iPhone 13. I was told by Mo that I could upgrade to an iPhone 13 and pay $20 less every month. I asked twice and was told the same thing. I have had six AT&T people lie to me while my monthly bill continue to go up. I was paying $94/mo for my iPhone 8 then my new iPhone 13 went to $102, then $121, now it is $114. Make sure you get everything in writing because all of those people are liars. Mo, Brenda, Christian, Mike, Selena and her boss all told me lies. Nobody who works here has any integrity or moral scruples. I love my new phone but AT&T treated me likes shit and I'm not happy. I'm going there tomorrow and giving them a piece of my mind. read more

We've always been coming to this location for more than 10 years to do anything cell phone related - upgrade, change plans, etc. We always had decent experiences, customer service was very good. This time around, we stopped by on Friday early afternoon to check on upgrading options and plans. We did park behind the store, there's a decent lot over there. That was the best part of the experience. Once we got inside the store, we noticed a few ATT customer service people helping other customers. I don't expect to be helped right away, I was just confused that no one was there to greet us and put our name on a list, exchange some info. We stood there for a while, no one cared, then we started to look around at their new offers and phone prices. Then, we stood around some more. A girl came in and waited, she was helped right away and put her name on a list ahead of us. I guess we were invisible or just waiting around for fun? You feel like a fool in these situations. I was looking for help, another customer service lady was on the phone, so I went to the guy who helped the girl who came after us. He offered to put our name on a list but the wait would be 45 min to 1 hour. Say what???? That's too much wait, it's not like we were gonna get anything there for free. So, we decided to leave and never return to this location again! read more

Went in for an easy thing, and in that spirit I'll be before. . Cut to to today. In the eventing. I went to this Location out convenience after working full ++ week. (Medical) with possibly sick people. By The Time I went in I had Been told conflicting information. Confusing for me. And put in a position. The staff seemed nice. A gentlemen begrudgingly sat me down to allegedly to help me. He told me more conflicting information. Great. Wasting my time, who doesn't love that? Naturally I have had it. I am annoyed. What made me the most angry is the kids smug attitude in every comment. Of course that Angered me more. I wast upset with him. I was Pissed off at the Situation. I worked with the pubic for over 20 years This kid needs to learn how to. The situation would not have been as bad if he'd diffuses the situation. Instead he took my frustration personally. And that in turn made me focus mine at him. Never ever apologized fo their incompetent phone reps had previously encounter on this matter. Maybe he was annoyed I came in and made him work and broke up the dance party he and the 6 other people were having. Why should I stick with att when this is how they are trained ? And hire kids with no people skills? I hope this isn't a look into the future. read more

This store hires criminals who steal your trade in phones and sell them for their own profit leaving you paying double what your phone bill should be. The braindead customer service reps here have made no effort to remedy this situation after multiple calls, visits to the store and emails. Same goes for their equally impotent owner. I am now out an extra $800 because of their negligence and sheer incompetence and there does not seem to be any end in sight for the overcharging because they are now dodging my calls and ignoring my complaints. Next stop is a letter to corporate, but save yourself the trouble of getting robbed and then repeatedly charged for the experience. You'll meet smarter, more trustworthy capable people at any prison. read more

The only mistake I made was coming to this location in the first place. I came here to port over a number from another company to AT&T. Since they never of the company before they basically claimed that they couldn't do it. And then proceeded to do as much to ensure that it couldn't happen. I have ported numbers from this company before so I know it can be done. And low and behold I go to another AT&T store and guess what they were able to do it with the exact same information I gave this location. Moral of the story, when someone doesn't want to help you they'll put all their energy into that. Also, do go to this location for any reason. read more

I can't recommend this AT&T store more highly. Ed not only save me money, but was so patient and explained to me how to use my phone and other information that I had no idea about. He also helped put on my screen protector with a smile. The store is lucky to have Ed! read more

Useless third party retailer. Was sold a sub-optimal plan that customer service over the phone quickly told me was a waste of money compared to other options. When I returned to cancel the plan and ask for a refund I was told they could do nothing to help me. Steer clear of this place and go to an official retail location. read more

Run away! Awful customer service. If it was possible to give no star I would. They completely screwed up my account & made the bill go up massively and have no accountability. They are just trying to sell phones & don't care if they mess up you account & it ends up costing you more money. They don't work w/ A T & T corporate or even look at eligible upgrades or loyalty or anything else. The employee Jason was terrible. Everything he told me was wrong & it totally screwed up my bill. The manager Ever is not help. read more

The longest 30 mins just to pay a phone bill since the machine does not accept cash so convenient for them a quick service is not provided here. Be my guest if you don't have anything else to do that stand here and wait to be helped read more

Don't become a customer of ATT, it is the worse peace of .... company I've dealt with. I thought Spectrum was bad .... there are no words to describe ATT. Please, please go somewhere else running...you'll regret this junk I promise you....DONT SIGN UP!!!! I would give a 0, or negative number If i could I swear to God. read more

Had very complicated issue to solve in order to have two phones - one for business and one for personal - on the same billing account. With Jessica's help, I was able to navigate through a very complicated process to get this completed. She is the store manager and completely in control of how to get different tasks done correctly. One of the best employees of a complicated device provider I've ever had the pleasure of working with. Thanks Jessica!! read more

This store has nice employees for sure. That being said, I've had nothing but bad experiences with the company that no one in store can help with, like them charging me for an internet bill 6 months after I closed my account. They've also been charging my father for over a year for an iPhone he didn't buy, they owe him a little over $500. I was also in this store when one of the female employees ERASED a woman's phone. Poor lady was around 80 years old and was just trying to remember her iCloud password, and somehow the employee ended up wiping her whole phone and only getting the contacts back, the woman was in tears with no solution. Wasn't my experience, but it was legit heartbreaking to watch. Apparently, someone in tech support told the employee to do that. Not sure why. read more

Purchased a I Phone 12 and the salesperson did not activate the phone. I asked her before I left is the phone activated and she said yes. I had to call AT&T to get it activated. She also added on options I did not request. Again I had to call AT&T to get those off my Bill. Very frustrating experience. read more

Feel compelled to express my disappointment. Been going to this store since it first opened and for every family phone device after that. Always met with kind, informative service. Decided it was time for an upgrade so it made sense to continue where I felt comfortable. The sales associate was borderline pathetic. Yawned 4 times in my face while sipping on their (using a generic pronoun) Coffee Bean drink and barely answering my (maybe stupid) questions. I am elderly, so not as informed as today's youth about the latest electronics, but do forgive me for asking some of my insipid questions. Wanted to wrap up my visit and buy all the accessories for my new device, but the sales associate didn't seem interested in more queries nor walk 15 feet to the display of cases and screen protectors and answer some questions. This visit is the last time I set foot in this store and if the manager cares and wants to DM me for more information, happy to discuss further. I might as well just order online. My laptop is as communicative as the sales associate was. Not trying to get anyone fired but when you are in a service industry with lots of competition (or not), it still helps to put a smile on your face and make your customer feel more important than the stir stick in their coffee. So, I need to add to this review. I did a little digging. This alleged AT&T Store is a 3rd-party operation, which explains the sub-par experience. But my "new" iPhone 14 Pro arrived today - opened and not in the box. The phone cost is for a NEW phone, but what I received today was USED. I called AT&T, and they are making it right (hopefully), but I wanted the readers to know that this store cannot be trusted. read more

Was putting off upgrading my iPhone bc of the quarantine but got to a place of desperation w my old phone acting up since the last iOS update - anyway, arrived to the Studio City a few minutes after opening, waited about ten minutes (they have you wait in your car wh was good) and then the rest was a real breeze. They had the phone I wanted and the salesperson, Tiffany, made the process extremely easy, quick and pleasant. If you're worried about Covid, they social distance everyone and there's plastic barriers at the tables. read more

I really needed help with my account and unfortunately I couldn't simply just do it over the phone, so I chose this location. And I made the right choice. When I walked in, every employee said HI to me and smiled. They checked me in and it only took about 5 minutes before I was helped (I went around lunchtime). Ariel assisted me and was an INCREDIBLE help to me and SUPER nice. She knew how to get my issue resolved. Now I feel good about my account now that I got the best deal for what I use my phone for. Thanks again Ariel, you're awesome. :) read more

If you want to test your patience, come to this ATT store at 12511 Ventura Blvd. The highly unfocused and inefficient staff will make you wait and wait while they are chatting away and taking their time. 6 people are on the waitlist and it hasn't moved since I got here. I have now been waiting for almost 50 min and counting... *Update: Walked out after waiting for over an hour. The icing on the cake was when they let someone that was 6th on the list go ahead of me. David the manager suggested I should make an appointment online instead. Thanks David! Your store is a well oiled machine. read more

Terrible experience. Manager Stephanie seems nice enough but completely botched my install. I spent 11 hours over two days with multiple techs to get service for uverse and internet connected and it never worked. "Someone" kept cancelling my install, though no one could tell me who. Requested contact info from Stephanie for her manager so I could lodge a complaint, that was two days ago and I haven't heard anything. Is it possible that she didn't get the text even though we had been texting constantly for a week prior? Or could it be that once I canceled service she decided that she didn't give a damn and is now just ignoring me? More likely... very disappointed. Techs hat helped were very nice but couldn't figure out issues or could only fix for a few hours before it would stop working again. Vanessa at loyalty services very friendly and canceled service and assured me no charges would come my way. Maybe stay away from this store, hopefully just an isolated incident. read more

PLEASE READ!! Do not I repeat DO NOT GO TO THIS LOCATION. We went here a month ago to upgrade my phone to an iPhone 8. Ashot, who we worked with, seemed friendly enough. Little did we know he flat out lied about what the cost was going to be for our phone service. He told us that with the Direct Tv Now, the monthly cost of my new phone, and the new plan we would be paying less. Sounds too good to be true right? It was!! Our new bill is now about $67 more a month than what we were told! We told Ashot that we use hot spot for our devices as well. Does hot spot work with this plan? NOPE! Were we told that? NOPE! Not only did they sell me a case that did not work for an iPhone 8plus they flat out LIED about the cost of our bill. Don't worry I was able to go back and switch the case and the girl was apologetic they sold us a case for a phone that obviously doesn't fit. We went back to the store and spoke with the manager. He calculated everything and gave us the actual price. I called AT&T customer service and they changed it back. Please please please don't go to this location or you will be lied to! read more

A few months ago I switched cell service from Sprint over to AT&T. I am happy with my new phone and coverage, but the process to switch has been a huge hassle. And it is still not finished. Hidden activation fees, misleading promotions and rebates, multiple calls to customer service only to be sent back to the AT&T store for them to assist. I am now trying to track down my "reward" for switching but am being told they don't have a record of my trade in. I have to go back to the store for my 4th visit to get a copy of my trade in receipt. Total bait and switch. Anyone thinking of switching should be prepared for multiple visits , multiple false promises and misleading sales pitches. #attsucks read more

I waited 45 minutes, the customers ahead of me left, and the 3 employees all went into an employee's only break room although I'd told them I had a short timeframe and needed to drive across town. So I got to wait much longer. read more