AT&T

Bought a new iPhone at the Apple Store after having the my old one for 4 years. Turns out that the SIM card for my old iPhone is too big to fit the new one, so now I have to do the extra step of going to an AT&T store and getting a new SIM card.
I share a family account with my mother back from 15 years ago when we get Cingular together (which was later bought by AT&T). I have unlimited data on my line so I’m always afraid to deal with AT&T directly in case they «make a mistake» and take it away, since my mom and I have had overcharges and other issues on our AT&T account before.
So I go in and they won’t give me a new card without bringing my mother into the store with me! In the past all I’ve needed was the last 4 of her social and some personal information. But they won’t let me provide any information because my name is suddenly no longer on the account!
I’m an adult woman with a life of my own and I have to bring Mommy in to upgrade my phone! Please! It’s just lucky we still live in the same area.
Rafael Escamilla and Monyka San were especially rude and then their manager told me that it has «always been that way» — but I know it hasn’t because I’ve been with AT&T all this time and this isn’t the first SIM card for a new phone I’ve needed.
Thanks for making me wait, embarrassing me in public, not helping me with my issue, and continuing your terrible customer service reputation, AT&T at Westgate. I won’t go back to that store. I would change carriers too if not for the unlimited data.

Hats of to Shaunay Day-​Smith at AT&T Saratoga Avenue. She spent hours and 120% of patience with my purchase of 6S and mini pad. I’m totally a novice and somewhat handicapped to technology. Her knowledge and professionalism was exemplary. She is a 5 star employee! Thank you again Shaunay!

called a few times and was on hold for 20+minutes, no one picked up the phone during business hours. Terrible.

STORE: located along the Saratoga side in West Gate shopping center. Bright organized store. Some phone stations were missing though. Would’ve liked to try out the Apple Watch but didn’t see one. Seating for people waiting to be helped.
BUSY! Go online and book an appointment. Don’t bother trying to call to make an appointment. They are going to be too busy to pick up the phone. If you walk in especially on the weekend or during holidays then expect to wait a long time and be put on a waiting list. They take down your phone number and say they’ll text you when you’re next in line. I made an appointment online AND walked in early before my appointment and they put me on the waiting list just in case I could be seen before my appointment time.
STAFF: the couple staff members I interacted with were friendly. The guy who helped add me and my fiancé to my brother’s plan knew what he was doing. He was efficient too and knew what information to ask us for.

came here again last week because i upgraded my phone online and wanted to pay and pick it up in the store; how can they mess that up, right?
discover and apple pay are currently running a promo where you get 10% cashback when you make purchases using your discover card through apple pay, and they’ll even double the cashback you earn. so by paying in-​store for my $ 200 upgrade, i would receive $ 40 cashback.
i let CSR helping me (i forgot his name, but it’s on the receipt so i’ll update this later) know that i wanted to pay with apple pay, and he said sure. instead, he charges the card i had on file without asking me, and then when i ask him if he can undo it he says he can’t. uhh, what? you can’t do refunds? so this CSR just cost me $ 40 and then lied to me about not being able to undo it because i’m sure it’s a headache to refund an upgrade and then process it again, BUT IT’S HIS FAULT IT HAPPENED IN THE FIRST PLACE BECAUSE HE DID NOT DO WHAT I EXPLICITLY ASKED FOR.
i’ll probably write a strongly worded letter to the corporate office (not that they’ll give a sh! t), but hopefully someone will read this is go to a different store.

I came into upgrade my iPhone and Ranilyn was the sales consultant. Everything went great walked in and didn’t have to wait. She started the upgrade process and made sure everything worked before i walked out. It was a very easy and smooth process thanks Ranilyn!

This place needs to hire more staff! Came in looking to upgrade my phone and was told it was a 40 min wait. I came back 40 mins later and still waited another 25 mins. We left. Valley fair has much better service.

I came to the store a number of times. The wait is an average of 30 to 40 minutes. The customer service is lackluster. I went to Cosco and had problems over the phone with an ATT person about my password. After 40 years with Pac Bell/​ATT I decided to go with Verizon, a little more expensive than ATT, but good customer service is worth a lot to me.
Dealing with ATT and the San Jose Store is like dealing with the complaint department in Soviet Union during the 1970’s. I finally feel free!!!
The people that are giving 5 stars must be the parents of the ATT employees at the store. Who else would give them 5 stars for a 40 minute wait.

I just came in to get a replacement SIM card, and it’s been an hour and still waiting. There are 3 sales associates, and only 4 customers ahead of me. So I paid attention to why it’s taking so long: for one customer trying to upgrade a phone, they spent at least 20 minutes trying to sell the customer all sort of accessories, different plans and even causal chatting. It’s just horrible, my mistake coming into this place again. Another customer, literally two sales just sitting there waiting for some inventory info from another store, doing nothing. Totally unacceptable. I am finally done after 1.5 hours, that’s after I complained, and one of the two people sitting there finally moved his feet. If these were my own employees, I would fire them all.

I’ve gone to this location for many years. I actually worked with one of their nicest employee
Rafeal.

terrible customer service. had a bad experience in the store and asked to speak to the store manager-​josh. was told that he is in training for another week. i was given his number twice, never returned my call back. 2 days later i went into the store, there he was shamelessly working. he knew i came in and he didn’t even bother to apologize. by the way it seems the employees conveniently use this to avoid dealing with customer complaints by saying that their managers are in training. seen this pattern before.

I came in due to a water-​damaged i-​phone. We finally talked to a sales rep after waiting an hour. The creepy guy told us, he couldn’t help us unless we signed-​up to get bill via the internet. This took another 30 minutes. Then he said we couldn’t trade-​in my phone, and that the only way to get another i-​phone was by paying the full new price or pay month-​by-​month until my plan was over. It just happens that I could of upgraded my phone right then and there since one of my family members had an upgrade available. The employee had lied to me, just to get some extra money! I decided to march right on out of there and use my sister’s flip phone; until a few weeks later when my dad upgraded his phone, so I could use his old i-​phone. As of now, I know none of that was necessary and I could of just used my dad’s upgrade for my phone.
This was not the only time AT&T had manipulated my family. The second time is when they called my mom and said we could save money if we changed the plan. After the change we learned that the plan gave us less MG data for the same price; so when we use the same amount of data as before we paid more. Beware of the sales people at AT&T.

I came in looking for an upgrade and to add a line for my dad. Linda was so helpful! My mother did not understand the numbers and how everything worked and Linda was patience enough to go over it three times until finally my mom understood! Thank you AT&T and thank you Linda!

One of the seamless, most friendly ATT experiences EVER! Brenna & Rainelyn (sorry if I misspelled your name!) were THE most helpful. Super nice, attentive, fun and just get stuff done. They helped me set up direct tv, wifi and with my personal cellphone bill as well. They were on top of things and work well together making the customer feel special and taken care off. THANK YOU Ladies! :)

These people are SO invasive. They race to the newest customer at the front door and they sit and watch you until you find what you want. Came to pick up a lifeproof and the woman would NOT go away. Absolutely the most annoying thing ever. I can still smell her breath on my shoulder.

This store either needs more employees to help or better still the person who is here supposedly to «watch the door» could help people when there’s no one coming in.
We’re here on a Monday night and been waiting for about half an hour with just one person ahead of us.2 people left due to the long wait in front of me.
VERY POOR service… extremely frustrating.
I’d never go here if I didn’t need to!

This store needs to hire more people. I came in on a saturday to get a replacement SIM Card. It took me an hour just to get a sim-​card because there were no avaliable techs to help me.
How hard is it to get a sim card? Why do I need to wait for someone at the table to help me? Seriously?
There were 5 reps walking around or standing there, and 3 techs helping people.
FIVE people were doing NOTHING! Why aren’t they trained for something SO SIMPLE?

Es una tienda que no tiene ni el mínimo respeto por los clientes. El servicio es de lo peor. En mi caso pedí un teléfono de un color y me dieron el incorrecto y cuando réclame no hubo arreglo solo salí con 35 dólares menos. Mi reclamo fue en menos de 24 horas puffffff.

Holy moly. Expect a minimum of an hour wait for any sort of human interaction.
The white walls will start getting to you with their elevator music.
For real though– they were pretty shady about the Apple trade in details. They are fully aware of applying the $ 200 credit to the wireless bill but they didn’t even mention that in the beginning so we reluctantly got beats headphones and whatnot to make the$ 200 credit worth it. Next day I did a bit more research because it seemed suspicious and WHAT DO YOU KNOW. Terms and conditions clearly state that it’s totally valid to apply the $ 200 credit to your bill instead of having to spend it on overpriced unwanted crap.
Thanks Gabriel for letting us know that detail. Manager said he didn’t even give us the correct discount to begin with when we came back the next day to return the useless crap. After 1 wonderful hour wait that could have been altogether avoided if our friends at AT&T weren’t so shady about this– we got it figured it out. Oh and of course during the wait and even during the refund process our friends at AT&T kept telling us «You should just keep these new toys — wow you didn’t even open it? These are nice high priced items, you should keep them»
THAT’S NOT THE POINT.
WARNING: You may come out with a flatter face due to the multiple face palm moments.

They need to better train their greeters. I came into this store and explained what I needed to do to the person who greeted me and she put me on their queue. I ended up waiting for over 1 hour just to have a sales rep tell me that I couldn’t do this in stores, and had to call a customer service number. They also need to find a way to make this system more efficient and have certain reps handle certain issues. So I’m not waiting forever for someone else to get their phone set up and ask a bajillion questions.
Their reps are very nice and helpful though once you finally get to speak with one, if ever.

I came to this store to check on a discount for my wireless service. The rep told me to come back after 1 hour and i came back just after 1 hour and my name was gone they came to me after 15mins Then they put my name at the end of queue again. They spend lot of time on a single customer. They have to be faster or add more employees.
Still 2 hours and im writing this review!!!