AT&T Authorized Retailer

Just upgraded my phone here recently and was very impressed with the customer service. When ordering the phone, Grant was very helpful and patient with my indecisiveness. When the phone came in and I went to pick it up, there was an issue with it. Kolton helped me for an hour getting it figured out. Both of them were super helpful and I was very happy with the experience here. I also noticed the other people working there were helpful and friendly to their customers as well. I’d definitely recommend this place!

Worst experience ever. Very poor customer service and resolution skills. Thinking about dropping AT&T after 16 years.

On Wednesday, 10÷28÷15, I went to this AT&T store to upgrade my phone. I always have had bad experiences with AT&T stores in the Bay Area. I was actually not looking forward to going to an AT&T store because of my past negative experience.
However this time my experience was totally different. The young man that assisted me, Mason Norgard, was extremely helpful and professional throughout this deal. In addition, one of the store managers, Grant, really went out of his way to make sure my new 6S was set up just the way I wanted it.
I just moved to Santa Rosa from the East Bay. I’m actually telling my friends to wait until they come to Santa Rosa to visit me so they can deal with this AT&A store for a pleasant experience.

I never thought I would be to giving AT&T a five star review.
When I entered this location yesterday, I did so with the resolve to get out of my contract no matter what the cost.
Instead, I had the great fortune of being served by Grant, the store manager. He was so knowledgeable and helpful that by the time I left I felt like I won the lottery. I have never experienced such amazing and competent customer service, and he set the bar so high that I don’t ever expect to again.
Thanks to Grant, I now have an affordable family share plan, Internet for my house, and a new iPhone for my wife.
Now I know where to go for all of my phone and Internet needs!

I was kind of nervous about upgrading my phone, because I’m not very tech savvy. I went on Friday afternoon, April 10^th, on purpose so they wouldn’t be too busy. I had to wait about 15 minutes while two other customers were helped, but then I had their full attention. The sales rep, Juan, helped me understand that I was paying too much on my old plan and got me a less expensive option. He got my contacts and info transferred to my new iPhone. Then he got my husband’s number transferred to my old phone and gave me advice on getting my husband’s old phone unlocked so my brother in law can use it. It took about an hour, but he never made feel rushed, (or stupid). I rarely encounter that level of service in a retail setting and I have to give them a big thumbs up.

I recently had a problem with my old-​school (dumb-​phone, not ‘smart’) cell phone, and went into this store to get my new (physical) phone activated.
Sounds like a simple task, right??? Well…
First let me begin by saying that the individual I dealt with (Kolton) at the AT&T store was absolutely above-​par in his assistance to me during this process. He was extremely polite, helpful, and above all — patient — while dealing with the parent company’s bureaucratic crap.
When this nice young man tried to activate my new cell phone, he had trouble locating my account on his computer system. So — he called in to AT&T himself to find out what was going on.
They told him that I had ‘unpaid amounts’ on my account, and that my Wireless account (cell phone) had been cancelled due to non-​payment??? This is impossible because I pay ALL my bills on-​time, every month, and keep records of them. (BTW — this is VERY IMPORTANT to do for EVERYONE !! Keep copies of your bills !!! …you might just need them, like I did.)
Basically AT&T screwed-​up royally with my billing. I recently moved from Southern California to Northern Cal, and my problems began with the transfer of my account to my new location/​address. My bill was supposed to be ‘combined’ billing for my ‘Bundle’ of services [Land-​line, DSL, & Cell-​phone] but they somehow got ‘de-​combined’ or separated without my consent or knowledge.
Apparently my cell phone service got ‘cancelled’ by AT&T for lack of payment, PLUS they accrued all sorts of extraneous charges to my account in the process.
Needless to say, this amazing young man — Kolton — stayed with me while I dealt with AT&T on the phone for OVER 3 HOURS and never lost his cool or composure.
If anyone ever has to deal with AT&T’s ‘Bullsh*t’ with their phone or internet service, I HIGHLY RECOMMEND you go to the Mendocino Store, and ask for Kolton. He is by all accounts the most exceptional representative I’ve ever encountered in nearly 40 years of dealing with AT&T and their crap.
Go Kolton. !!! You’re the best.
–Art S.

Made it clear I wanted two Iphones. Sales rep kept pushing Galaxy. After evaluating all options (I thought) settled on a Galaxy because the price difference was quoted as high as possible for 5S. Never discussed $ 100/​phone option less that would have been ok with us. Returning both 2 days later, now that we realized the iphone option, and paying 2– $ 35 restocking fee. No customer service.

Avoid these shady sales creeps. Went in to set up a GoPhone since I needed a SIM. They wanted to charge me $ 25 for the SIM, fair enough — they aren’t a corporate store and need to get paid. But then he started telling me he needed to charge me another $ 25 for an activation fee. No GoPhone has an activation fee, at this point he either doesn’t know his business or is just straight lying to rip me off. I clearly told him my needs, which were very minimal but kept trying to sell me stuff I didn’t want. Really unfriendly. Walked out, went to an AT&T corporate store and they hooked me up with a free SIM, and no activation fee of course. At least a $ 50 savings over these shady creeps.
Would like to see them go out of a business since there are less informed consumers out there that they can prey on.