AT&T

They’ve been our carrier since we can remember and we never have any issues with them. Came here one day to get our son added to our plan and see what the damage will be. We brought our own phone and didn’t realize till the sim card is inserted that the phone we had was locked from when we had it back in korea. We decided to get him a new and inexpensive phone right then and there and didn’t have to spend a gazillion of money for it.
It’ll only cost us additional $ 15 for the line and the phone will be paid for together with our monthly bill, which worked great for us. The AT&T cus. rep we had was very helpful in leading us step by step process. He also informed us that there’s a new data plan higher than what we used to have and with the same amount of money were paying for since we’ll have an additional user in our plan.
So far every visit here is always a pleasant one and hopefully that wouldn’t change next time we needed to come back in here.

Had a good experience! Haven’t purchased a new phone in a few years and to be honest I’m not knowledgeable about cell phones. My sales rep was Shane, who was patient with me when I asked questions.
Overall the process was smooth.

December 20, 2015
Transfer 2 lines. Got the Samsung Galaxy s6 buy one get free plane with one white 64 g and one 32 g.
December 31, 2015
Trade in old phone for credit toward the payment for the 2 lines on Dec 20^th. Confirmed all previous transactions with Martin. 64 g in white is out of stock, told to go back any time to exchange whatever I get now to a white one next week. No restocking fee was mentioned. It took Martin 3 times to complete the transaction. The amount was $ 704.66, I thought it’s fine because it’s more than $ 694.99 the full amount I needed to pay. I paid and left the store.
January 2, 2016
Back to the store for the activation problems, Jeremy serviced me. The 32g white phone was activated as is, the sim card for the blue 64 g was activated on the iphone instead because still waiting for the 64 g white phone to be switched. To make sure about the exchange, Jeremy took the blue phone to the manager to check to make sure it was a functioning phone. He confirmed my switch because the manager has agreed to it.
January 4, 2016
Back to the store for the phone switch. A Caucasian girl referred me to Anton the manager. I was told that to process the switch she has to terminate both lines, get two new sim cards for the two phones if I want to switch to a white phone from the blue. I told her that I cannot do that because my people are out of town and they are using the lines. She said that was the only way. At that point, I dropped the idea of changing to the white phone and left the store with the same old blue phone I had.
January 5, 2016
Request two phones to be unlocked. The white 64 g I got on December 20^th came back «complete», but the new line blue 64 g phone indicated“canceled”. Found out that the wrong device was paid off, the blue phone will remain unlock until 30 installments later. Was told that to unlock the phone, needed to pay $ 694.99 again. And told me that NO payment of any type showed up on the account. To resolve the payment problem, I was instructed to go back to the store to fix the transaction.
January 6, 2016
Back to the store for the wrong device being paid off issue. Jeremy said there was nothing he or the manager can do. He told me to called customer care or try to unlock my phone online with a fee of $ 30 or $ 40. Jeremy promised to note in the account for customer care to see. Jeremy was very firm about the fact that the store is not able for fixing the transaction and he insisted that switching phones should not require line disconnection at all.
January 7, 2016
I called customer care about the wrong phone being paid off. Told to go back to the store again. Asked to talk to the supervisor, who confirmed that the only way to get the blue 64 g to unlocked is to pay the full amount of $ 694.99. Asked her about the $ 704.66 I paid and the notes that were supposedly posted in the account. She said that she sees nothing, no payments and no notes. Asked for a three-​way conference call with the store. After much blame for who is responsible, the store or customer care, Reuben from the store told me to take the phones back to store & they will redo the whole transaction. Ruben promised, «Yes, we will redo everything just like December 31^st and we will waive the restocking fees.»
January 8, 2016
Back to the store, I was directed to Anton. I related my previous conversation with Reuben and customer care. Anton charges me one $ 35 restocking fee for two new phones. I disagreed because was promised that those fees would be waived. I said I was not leaving until this issue was resolved. I started calling Customer care. While I was on hold, Anton said he was calling the police. Alvin at customer care picked up. While I was explaining everything to him, the cop arrived and waited for me to finish my call. At the end of the call, Alvin offered me two restocking fee credits to keep everything as is. I told Alvin it’s too late now, that’s too little to cover the shame Anton gave me because I am treated like a criminal. I asked to terminate the service for both lines and return all the phones and equipment. Alvin related the 30 days refund policy. I said I was never told about that option. Told him I am at their ATT store where I got my phones & equipment and this is where Anton the manager was trying at this moment to get the cop to escort me out of the store. Overhearing my conversation with Alvin, Anton was very impatient by then, tried to push the cop, the cop told Anton to process the refund so I can go.
January 11, 2016
I called customer care to seek for direction to file a complain & to make sure the lines are terminated. Lines are still active, complaint can be filed but told that no follow up or replies in formats of any type. Jeremy told that wrong phone paid off issue could be fixed by customer care. Told that lines can not be terminated as an «Authorized User», needs owner to call in.
What in the world is with AT&T? Why there is nothing can be done right?

Kimberly is awesome. She didn’t ever pressure me into getting anything else that was unnecessary like the others have. She got me everything I needed and it was a smooth transition upgrade. Awesome employee! Very knowledgeable.

Went in today 11÷22÷15 to upgrade my iphone. Aaron Pham assisted us. I had a bazillion pics on my phone so he had me go home & back it up (would take too long on the cloud backup). Came back picked up my new beautiful rose gold 6s plus & had issues restoring the backup from my computer. Aaron walked me through it & when my apps weren’t there, he even helped me with what ones I was missing. He provided above & beyond service. I hope management recognizes this asset they have on their staff. Thx Aaron!

To be honest anywhere you go it can be a hit or miss depending on who you get. Our recent visit was extremely pleasant. Sal our representative was helpful & didn’t pressure us like the other representative did. He assisted us with preordering & even explained the activation process.
Thanks again Sal. You gave us hope again for this location.

Absolutely ridiculous. All we wanted to do was buy a go phone… didn’t need an upgrade or anything like that yet we had to wait for a specialist in order to ring us up??? Horrible customer service.

It was my first time buying a phone at at&t. Worst mistake ever. They sold me a faulty iPhone 6 plus which I got for my wife as a bday gift. The touch screen stopped working and so did the sound. I took it back it back 3 days after I bought it and they want to charge me a restocking fee for exchanging it for a new one? I’ve been with this carrier for 8 years. Cancelling the 2 year Contract and switching to Verizon. Tired of this horrible service at&t provides.

They sold me a brand new iphone 6 with a fake battery, i tried taking it back to them but they didnt want to help at all they just called me a liar. I will mever go back to this store and i wouldnt recommend anyone else going there for any reason

I can’t thank Chelsea and Sal enough for the help they provided throughout this last week! After my account was fraudulently changed by a representative at a local AT&T affiliate, the team at this AT&T store went into overdrive to make sure that my account was corrected, that an insurance claim was properly filed and that my daughter’s phone was replaced as quickly as possible. Chelsea went above and beyond, correcting the issues that she did not create, following our claim and texting me updates as she got the situation handled. Like others, I have never been fond of the wait that I usually find at this location, but the wait is worth the fabulous customer service you will be provided!

Horrible place don’t even come here !!!
Customers are not a priority managers are RUDE!!!
like it’s my fault that I purchased a phone that has manufacturers defect and had to replace it.

Waiting… waiting…waiting…this store is really bad with customer service, long wait time always. Avoid if possible.

Shoutout to Sal at the AT&T Store in Tracy, CA!!!
He is the best at what he does!
Whenever I visit this store, Sal is always very kind and courteous.
He offers great ideas for my cellular needs, not just for myself, but my family too.
Sal is very knowledgeable about the products and services that AT&T has to offer. He also finds great deals and promos which makes me a very happy customer!

I came here to ask why my bill is so high and I was telling the representative why my bill is so much expensive than a friend of mines that’s got 5 people in their plan while there are only 3 in mines. I can’t believe what the representative responded to me, it’s got to be the worst response I’ve ever gotten from one of the representatives. His name is Mario I believe. He responded by saying «Let me explain little by little… because you’re asking SOOO much questions». That to me is like a slap in the face. I only asked about 2 questions, My voice of tone was very calm and it was slow. Although, he did explain why my bill is high, he explained it very fast like he wants to go home or go on a break already. One last thing, he also told me to call customer service. Last time I was there to ask about my data, one of the representative took care of the «customer service». He needs to be properly trained how to communicate in a slow, respectful and friendly manner.

This has to be the worst experience I’ve had in my life. My first two appointments the person who was supposed to meet with was 15 minutes late. I waited the first time and met with him and designed the plan but I had another appointment that I didn’t want to be late for so I left and set another appointment with the same person for the next day. The second time he was also late and after 15 minutes I just walked out,
Today I called and they had 3 iPhone 6 with the 128 gig memory. They agreed to hold them for me and I also made an appointment online at the same time. When I drove across town 38 minutes later the lady who my appointment was with was there and she went into the back to get my phones. Afte 9 minutes she came out and said there were tdnot any iPhone 6 of any kind. Apparently they were wrong or had sold my 3 phones in the time it took me to drive across town.
She said if I wanted to wait 20 minutes they may have some phones that just came in, fool me once shame on you but fool me 3 times I must be a frickin idiot to still be with AT&T for the past 16 years.
As I was sitting in my car writing this scathing review the lady who was helping me came out and said they had 3 phones just like I wanted.
Over the next hot she was able to transfer 3 lines and set up all the phones and transfer all of our data. Her name was Kimberly and she restored my faith in AT&T. Kimberly is the BEST.

I came here for new service and a trade in. Everything turned out great! I had a lot of issues with my new service application and the Sales Rep had to make several phone calls to clear it out, but he was very patient!
The sales rep that helped me was Javy! He made my first Att service sign up amazing and easy, definitely request him when you come in or make an appointment. He provides excellent customer service and has the customers best financial interest at heart. Thank you Javy!
Will be back at this AT&T and will refer anyone who needs service.
I am a happy customer!

It does no good to ask for the store manager because he is «too busy» to come out and deal with problems.
I tried to call district manager, but no answer or return call.
No customer care at this location.
Update: the Asst Mgr helped as instructed by AT&T, hopefully I do not have to go back.

I am currently over an hour in waiting for help. They have more workers walk in and out of the store than they do having people helping customers. And don’t even ask me about the working doing INVENTORY while there are 17 names on the walk in list… Thank god I have Verizon, if only my boyfriend did too…

My 3 month old phone is having issues taking a charge. So I took my phone in. The guy was very unhelpful. Handed me a piece of paper so I can take my phone to Stockton then suggested I use a friend’s charger.
Didn’t have any parts for my 3 month old phone. Really had no input to help. Not sure what he is doing there in the first place.
Now I have to spend my gas and time and take it to Stockton to be repaired. I shouldn’t have to chase a repair.

I went into the new AT&T location last week for the first time. The location and the stores size is a vast improvement over the old store on Grant Line Road. The way they have their system set up for customers is also an improvement over their old system, which was. Well, they did have a system.
As you walk into this store, your greeted by a receptionist who takes your information. Then your placed on a first come list. When your next, a customer serve representative finds you, introduces themselves and helps you with your needs. IMO, It’s kinda like going into an Apple Store now. But don’t tell the folks at AT&T I said that.
I’m a fan of the new store.