AT&T

First off, let me say that I used to work for AT&T & now work for another carrier. I’ve always been happy with their service & never had any issues. The simple 2 year contract has gone away & the way to upgrade has changed. Now, customers pay for the device & by doing so, get a discounted line access & are charged for the device monthly. While that may be simple to some people, for most, it is not. A big thing about this change in upgrading is DISCLOSURE.
A few months ago, my dad went into AT&T to upgrade & change his phone number. Simple, right? The rep who helped him, a hispanic female, decided she would instead of upgrading and changing his number, would ADD a new line and disconnect his current line. While that may not seem like a big deal, he was on the Next installment plans so we were charged for what he owed left on the device on our next bill ($ 200) instead of continuing the monthly payments.
My dad ended up returning the phone & the girl used his old phone on the new line so she wouldn’t get a charge back on her quota.
I was PISSED. I went into the store to try to get some answers. A girl helped me out by attempting to chat with customer service, however, stated they would be unable to do anything. I asked to speak to a manager & was told the manager was aware of the situation. I understood but requested again to speak to a manager. Nick, the store manager came over, I explained to him the situation and he was able to reconnect my dad’s original line & contract in a couple of clicks. The following month, I emailed him again to adjust my prorated charges & it was completed in a timely manner.
I wasn’t even going to write a review until I went to pay the bill & discovered that the same rep who assisted my dad, added on insurance for my brother’s phone. My brother has a Note 2 which is over 3 years old. It also has a cracked screen so adding on insurance would be insurance fraud. The deductible is also $ 200 for the phone. He’s also eligible for an upgrade so why even pay to get a phone through insurance when he is eligible for a new device? You see why I wouldn’t want insurance on his phone? Luckily I was able to remove it myself online.
Being in sales, I understand that we all have quotas & are trying to make money. What I have an issue with is the dishonesty & recklessness of the rep at this location. You have a responsibility to take care of the customer as well as the company. Everyone is someone’s family member. It really upsets me knowing my dad was taken advantage of. As soon as we are done with our contracts, we are leaving. If you’re happy with your AT&T service, I’m happy for you but cannot recommend the integrity of the reps at this location.

Thanks to Nicole, I’m coming into the age of technology. She was so kind and patient. I appreciate the time she spent educating me on my tablet. I appreciate her time

The only reason I gave it 3 was because I was on the phone with customer care at the AT&T store for an Hour! If it wasn’t for Bianca I’m sure I would’ve disconnected all of my services. She went over and beyond what a retail associate does in our complicated situation and at that she offered me a granola bar because we were at the store for 2 hours! I came straight from a softball tournament and hadn’t eaten in 6 hours or so because of playing games. So being inside a at&t store hungry and irritated was not a good combo but Bianca was amazing and assisted us the best way she could. My attitude was horrible but she kept her cool assisted us and I’m grateful for her! Once again thanks girl you saved the day! Oh and thanks for fixing my wife iPhone with that whole glitch thing.

These guys need to learn how to do their job. Don’t go to them for At&t Uverse help they don’t have a clue what they are doing.

Found this store more welcoming and staff more helpful then another places. Special thanks to Joe — very patient, accurate and very helpful…

I came here today to get a nano-​sim for my iphone and Cate helped me. She was very nice and professional. Went above and beyond to make sure everything was working great before i left. She is the BEST customer service rep so far at this location.

I come here often to check on my service or upgrades to family phones and other questions. The customer service we received from David and Emmanuel EXCELLENT!!! Yes I do get the brush off from other staff so I always look before I walk in. This location is near the Arden Market Square. I been with ATT for a very long time and so far it’s okay with some ups and downs.
Free tablet with phone? nothing is free when they say $ 5 month

I came here while traveling, and was greeted promptly at the door. We were put onto a waiting list via a tablet which I’ve never seen at an ATT store. I had to update my phone in the system to activate 4g and get a new SIM card. I believe Flavio helped me, and was very quick. All for free!

I love AT&T and I love my iPhone. I stopped by yesterday to switch a SIM card so I can switch from my old phone back to my iPhone and well… It took like 2 seconds! There was no charge for the switch and the sales associate rocks!

This store is horrible. Bad customer service and the staff are SCAMMERS they will steal your money. I’m on the next plan and decided to go in for my trade in. I had two dents on the outer housing the silver part. I had a galaxy s5. And the battery terminal cover that plugs into male plug is missing. They wanted me to either pay the remaining balance for phone which was 300 plus or go through insurance pay 100 and give both the new s5 back and the old one. I then went to atnt at TRUXEL RD they handle everything and traded in my phone with no hassle no questions asked. Go to the atnt on TRUXEL near Walmart on the 80 freeway!

I would not even rate this location as a single star! I always get great service at other locations. At this location you are forced to wait extended periods of time for minor things.
This visit I have the pleasure of waiting an hour to do a simple return with a receipt.

Just visited the mobile today. O m g! Aaron is the best! He had it in tears of laughter and other customers were smiling! Keep him please please please! The best customer service I’ve had in a very long time.

I have gotten great Help with them all the time Sabrina Perez you are great. Thank You for help me out all the time… But your Digital Life i have been on hold for 40 Mins it SUCK BEENING ON HOLD THAT LONG …

I will never do business here again ! The Manager Fernando told me i would get charged for a IPhone6 until it was shipped to me, instead i was charged two hours later for a phone. I came back that next day and had to wait 2 days to get my money back! I told him to cancel everything, i didnt want to do business with AT&T anymore ! Instead he still had my phone shipped and now my account is negative and im being charged for a phone i dont have and a monthly bill and they said eveeything will take 5 until a month to solve! I am very upset and will never do business with them again and will make sure others dont either!

Not even 1 star… On 10÷6÷14 @ 2:20pm I went to this store to pay my cellphone bill. the greeters who were standing by the door were playing horseplay male and female… on my way out the door… I ask a male employee a questions about iPhone6… He was unknowledgeable about the phone and if he was… He didn’t feel like helping a customer or working at all… I had ask help about the iPhone6 to show me more about the cellphone because it didn’t seem like it was working… But instead this employee shrugged his shoulder and said «I don’t know, I guess it’s not working»…
To this particular employee if do not feel like helping US consumers… please seek employment somewhere else… Do your «horseplay» somewhere else… Because of this my whole entire family is switching to
SPRINT… I work in a hospital I will make sure to let others know that customer service at AT&T in arden-​arcade is very unsatisfactory

The worst customer experience I’ve had in a long time. Tried to get on my wife’s family plan, after waiting 20 minutes, the first person we talked to smugly said that the advertised price probably wouldn’t be available to us, without explanation. They then turned us away because my wife’s driver’s license has her new last name and the account is still under her maiden name, even though she had a plethora of credit cards, paperwork, etc. with the maiden name. The manager was even more dismissive and rude than the first employee. It was like they were actively trying to send us to a new carrier. Do yourself a favor and go somewhere else.

I have always gotten great help at this location. Had really good service from Danielle. She got my husband and I set up with new phones and explained the next program and how it would benefit us. She also made sure we had cases and set up my husband’s blue tooth. Then she asked about our internet service (also through AT&T) making sure we had the correct information to get the help we needed.
I felt like Danielle was attentive and went the extra step for us.

I had to makes some changes on my Mobil account and was helped by a gentleman named Matt. My experience in the past with AT&T had been «sub par.» However, today was a much better than before. Matt smiled, and introduced himself to me as I was walking up to the counter. He was very polite and patient and listened attentively to all my questions and concerns. I was both surprised and happy to hear Matt give me answers and solutions to all that I questioned and wanted to change on my account. In the future, should I have questions about my AT&T mobile account, I plan to go to the Arden AT&T store next to the mall.

Let’s face it — unless we’re in line to buy the most recent iteration of the «Next Big Thing,» stopping into our local AT&T store isn’t likely to win «memorable moment of the day» award.
What I’ve found about this store, however, is that it’s well staffed and I rarely have to wait for service. They’ve been helpful, to the point of suggesting options for monthly discounts and shaving $ 75/​month off our monthly bill!
TIP: if you’re an AT&T Wireless customer and haven’t reviewed your family plans lately, you’re leaving cash on the table! And once you’ve re-​vamped your plan, be sure to ask them to go back one month and give you a refund for all that extra wampum you were previously overcharged!

Worst customer service. Been waiting too long, still waiting!!!
Should’ve just waited till tomorrow.