AT&T

This store is horrible to deal with. I made an appointment to go into the store to add my ex wife to my account so she can take the kids names off my account and put them into her name. That was the only reason I went into the store. The employee took all my information and said it was set up for her to make the changes. My ex went into the store to make the changes and she was not able to make the changes. This is not the first time this store has screwed up when i have attempted to make changes. This store has bad customer service and it does not care about there customers.

Have been on a waiting list for 80 minutes and are still number 9, waiting for a salesperson. The salespersons need to talk less about the own lives and be more prompt on the services. The manager is sitting in the corner of the sales floor with his friends eating dinner.
They are under staffed and under-​managed. I will contact Tim Ray (Regional VP) to rectify this store and the positions of the salespersons.

The person who helped me was pretty straightforward. I like how they don’t bother me when I don’t want to be bothered (just looking at phones). It’s a very busy store, but if you need help, someone will be there for you. They do appointments I believe.

Well, everyone knows AT&T is so big that they don’t really have any great incentives. Even having an account for over 20 years means nothing to AT&T. A new customer can get a better price on a new phone and contract than I can when just upgrading my phone.
But this review is about this specific location and the employees. My wife and I walked in and signed up to be helped. The wait was about 15 minutes. Though there were employees just standing around talking to each other.
After waiting, we were helped by Byron R. We told him exactly what we wanted and not to change our existing service plan. He brought out the new phones and we picked out some cases and accessories. Byron R. continued to ring us up. At this point, we were there over an hour.
After all was paid and receipt signed. I noticed we paid $ 449.99 for an iPhone 6s Plus. As I told my wife, Byron heard and said «Oh no, I need to say something! You can’t get it at that price.» WTF??? He took the phones from the table and went back to the little room to talk to his manager. They talked for about 15 minutes then Byron came out and said he needed to charge us more. Even though all was already paid.
At this point, I just returned everything and got the phones somewhere else. I didn’t care about paying for what I originally intended to pay but the attitude and unprofessional manner that Byron R. showed us was unacceptable. Even during the return, the manager never came out to ask us if things were ok or if they could do anything. We left the store just as we had walked in, with old phones in hand, but wasted over two hours.
To find out, Byron R. added insurance to our plan but didn’t remove it during the return. If I had know, I could have made a claim on my old phone. LOL Also, the unlimited data plan was modified to be without visual voice mail.
It is too bad AT&T has these employees with poor customer service working for them. My recommendation is to do upgrades yourself by ordering online or go to another store to avoid these guys! If you really need to visit this store and end up with Byron R., ask for someone else to better help you!

A BIG thank you to the 2 Michaels (Paras & Ivey) at this store. Michael the manager was a great help in showing me how to save money on my cable and internet bill. He was very courteous and rebooted my wireless phone. I was having a problem with the «accept» on the incoming call screen. Michael, the sales consultant also helped me by setting up my account and a due date for installation of cable. I appreciate both of the AT&T reps for their time and kindness.

Most disfunctional store! Spent 4+ hours switching from Verizon for (what we thought was) a better deal. Turns out, two lines activated were activated in areas that doesn’t have service. AT&T reps neglected to check that though. After no service we returned to the store to cancel service (13 days later) & «Anthony» the manger on duty informed me that there were restocking fees for each phone. When I explained the situation, and how FCC regulates that companies are not legally allowed the service phones in areas that don’t have coverage BUT DID ANYWAY he said, «It’s public information, you can look.» Clearly frustrated I asked for the store manager and district/​regional manager contact information, he claimed it was not public. So, forced to pay fees on phones we would have NOT serviced had they done their jobs initially, we left. Take note AT&T: Verizon OPENLY provides this information once you sign up for service. Every «employee» we encountered were lazy.

Everything time I go in there to pay a bill they do not want my money they say use the machine.. if I wanted to use the machine I would pay online. .dammit…nothing but issues and headaches at this location..

My visit here to the AT&T store in Elk Grove was a very positive and gratifying experience.
I had to wait a minute for a representative to be assigned to me. The wait was minimal, however. I was fortunate enough to get a great rep. He was full of the tech info and was very eager to help and save me money by giving me all kinds of 15 percent off on this, 15 percent off on on that. He explained to me wich deals applied to me and why. He was very knowledgeable. Not only was my new favorite rep, Josiah Velasquez, exceptionally well informed but he also possessed the patients of a saint, as I normally ask a million questions. He enthusiastically answered all of my questions and had quite a bit of input that was very useful. I guess you can conclude by some standard that I made a rather large purchase. It has been my experience that most sales people rather shy away from these kinds of purchases as they can be very daunting and time consuming. This rep was very happy to help. I like these kinds of pleasing purchases. I don’t mind shopping when I meet people like Josiah Velasquez. Great customer service truly is a lost art form. I was very impressed with the level of care and service that I got. I even walked away with a new, free Samsung Galaxy tab 4 just for purchasing a Note 5! Thank you much Josiah Velasquez and other AT&T guy who was also very helpful. You guys are awesome! I will return soon as time permits…

I’m so sad that when we moved we found out we couldn’t keep our uverse at the new place :(I loved our uverse package, and the manager Ali at this location was always so pleasant to work with. Will definitely call them next time we move to get it back!

Just called, I wish I got the RUDE ladies name, if you hate your job GET ANOTHER! won’t ever return to this location!

This is my go to AT&T store. In the past I’ve always had great service. I went in today to have my screen protector replaced. I was approached by Tyler as soon as I walked in. I greeted him. He asked what I needed I told him I wanted to know if they would be able to replace my screen protector, I had the replacement which was mailed to me from ZAGG I just needed someone to put it on. He walked over to a table and I followed. I have him the screen protector and my phone. He looked at my phone and asked what was wrong with the current screen protector. I said look at it closely and you’ll see its cracked. He took the phone and screen protector and walked to another table and spent 5 no tires replaced it and handed it back to me. His customer service skills were none, seemed like I was bothering him if anything. No hi hello how can I help you. Nothing. For this reason I’m changing my review and stars to 3. At least greet your customer.

Came in on a Sunday afternoon, very busy store. Two year contract is almost up and was looking at options for upgrading my iPhone 4S (I know, gotta get with the times). Waited almost 40 minutes for my name to go from where it started at #7 in the queue to #2, looked around the store and sat wherever there was an available seat while waiting. That wasn’t really that organized, in my opinion. The sales guy (Tracy I think?) who checked me in at the beginning ended up being the one to help me out, answered all of my questions regarding their Next program vs. another two year contract, and comparing the Samsung Galaxy S6 and Apple iPhone 6, what was the best way to go based on current Mobile Share Plan, online promotional offers, etc. My contract is technically up in a day or so, so they couldn’t upgrade me before that date. I will try the AT&T store in Davis or Natomas this week.

Wasted hours trying to get a phone issue resolved. Manager was very insincere in apologizing for time wasted while they tried to fix the problem. He will be probably the final straw in leaving AT&T after my contracts are up. What an unprofessional, asinine character. At least the salespeople are friendly.

Typically, it’s a very busy store! However, every time I’ve been here, I’ve never had to wait too long and customer service is always excellent. The staff are very helpful & straight to the point. Not once have I had to deal with a «pushy sales man» in this location. They are quick and efficient. No complaints… Thank you!

It’s a great AT&T store, especially with the nice remodel that made it look bigger with more space. It’s close by my home in a great location. There are small tables to sit at throughout the store for privacy and one on one talk with all the friendly and helpful staff members.
The staff member who helped me was really helpful at setting up my new iPad step-​by-​step and how to use it (easy). The employee helped me pick a great money saving plan, even helped me pick a better plan for my iPhone.
He even suggested other useful devices to think about such as AT&T’s new alarm monitoring system, which comes with discounts.
The only bad thing was the 45 min. to almost an hour wait time. I was there an hour before closing (8pm) on a weekday, so it looked to be a busy time for people getting out of work and school. But, I think service time can be improved, especially if you’re there just to get in and out with a simple purchase. You still have to wait for your name to be next on the T.V. screen and be called, even in your there just to buy a charger or phone case. I’ll be nice to have an express check-​out for those quick purchases.
Overall, it’s a great experience, especially for those that are not good with electronics and need help with what to choose that fits you and your needs best.

With so many workers here, the customer service will extremely vary. This is an improvement that the management staff can work on. I’ve come in multiple times for different reasons. Sometimes there’s no wait and other times it’s 30+ minutes. They need a better way to prioritize what the customers need. For example, if I need something quick like buying a case or exchanging an accessory item, then I should be in and out within a few minutes. It’s not like I’m activating a phone and need an hour.
As for the store, the floor plan is laid out well with many small tables and chairs to sit at. They generally have enough inventory and have what I need (does not include unique hard to find items). I only come in to the store if I really really really need to.

Kevin was terrible we came in with a phone issue and he sent us away with out even looking up our account or touching the phone. Called manager michael paris to complain he appoligized then gave me an email address to send the complaint to … Guess what its nit real.
Lame dont go here

I have been hanging out at this store a lot lately this past year! I have been lucky to get the best salespeople too. My last salesperson today was Salvador and he was amazing!!!
I had to take care of a few things today and got most of the important stuff done with the help of sweet Salvador!
This place was very busy. The time I went in was 630 in the evening which was super hopping!!! I actually had to wait about 10 minutes prior to getting help from a sales representative; at least I was able to sit down!
I was told they are also busy when they first open at nine in the morning. Salvador said the best time to come in is from 10 – 2. A tip that can help those who have had bad service.
I have also had great service from Alex, Tom & Romeo. Hope this helps! Remember the new iPhone ⁶⁄₆ plus have come in! I was told mine would take 4 – 6 weeks. I got mine in 2 weeks!!! And it originally came from China as I saw the UPS tracking areas. I guess they expected this one to be very popular! I did want a mini iPad (it’s really like it.)

Horrible experience with this location just to activate my new iPhone. It didn’t help that the new iPhone just came out so ATT was packed. Showed up at 7:15pm and the wait time queue was 1 hour. All the guy working there told me was they will call my name when it’s my turn. He failed to mention there was a TV screen hung on the ceiling that tells me what number I am on the queue. Also, he didn’t ask for my phone number so that they will text me when it’s my turn.
So in the end I waited in my car, came back in 30 min, 7:45, and they said since the line moved faster than it was supposed to, I got skipped.
The guy places me back on the wait list (all the way at the bottom again) and so in the end, what turned out to be a 1 hr wait turned into a 1:40.
After complaining, I got bumped up to 1^st spot right away and then got helped.
Please do future customers a favor by letting them know about how the way your waiting list works so that they will save some time.
Disorganized, mediocre service.
In the end, the guy who helped me out had great service and took care of everything. I believe his name was Byron. (+2 star for him.)

I came into the store because I ordered a new phone and then discovered that the price I saw online was lower than the charge on the bill. I called and they told me that I needed to return the phone and order it again to get the online price. I took the phone in to return it as the rep on the phone suggested.
The sales person was not sure how to handle my request. She took the bill that showed the pricing, my phone and her tablet, with the internet pricing to show her manager, Allison Wilson what my concerns were. Well, I must have looked suspicious to Ms. Wilson, because she opened her conversation by accusing me of lying about when the phone was purchased and proceeded to tell me that the phone was purchased in a store nearby last February. I pointed out that the bill in front of her included my account information, the purchase date (July 25, 2014), as well as the price I was being charged. Without any apology for accusing me of lying, her response was that I could return the phone to the store, but they would charge me a $ 35 re-​stocking fee.
This seemed absurd because I had not removed the phone from the box and I was within the legally mandated buyers remorse period. Why would I pay $ 35 to avoid being overcharged $ 50? Net $ 15 would not be worth the trouble. I returned home with my phone and called customer service again later in the afternoon. I gave AT&T another chance, because I have been a customer for over 30 years. The phone representative understood my plight and resolved the issue with a credit for the difference in the price of the phone. It was just that simple, but I had to contact 5 AT&T service representatives before my issue was resolved without inconveniencing me. They need to do something about informing and empowering their staff.
But my review is really about the Elk Grove store where the manager was more convinced that I was trying to cheat the company, than she was that I has a service issue that needed to be resolved. She lacked the creativity and the motivation to solve my problem without inconveniencing me and adding a few dollars to her store’s bottom line. Read the preceding reviews and stay out of this store.