AT&T Store — Local services in Cupertino

Worst experience and worst customer service ever!

I was a new customer who wanted to register for wireless service and get a new phone. From the very first day, they messed everything up. I wanted to keep my old number, but they ported the wrong number. As a result, I couldn't use the promised high-speed data, nor could I make any phone calls.

Whenever I came to this store to fix the issue (I had to come here because everything started here), they would try for a while but always ended up sending me back, asking me to return the next day. After four days and a total of 12 hours spent at the store, guess what happened? They canceled everything, deleted my account, and took back my phone.

Yes, I gave my consent to return it because they said that after returning it, they could sell it back to me so that all the problems they created would be resolved. But that never happened.

The manager, Yin, created a support ticket for my issue and told me to call the store to speak with her for updates. I called the store repeatedly for a week just to talk to her. I was always told she was busy. I politely asked the staff multiple times to have her call me back whenever she was available. But she never reached out, even though she was the one who told me to get updates by calling the store.

My issue remained unresolved for three weeks, and during that time, I was getting billed—and money was withdrawn from my bank account—for a wireless service I never had access to. I had no choice but to visit the store in person again. I made an appointment the day before, but when I arrived, she wasn’t there.

Instead, another manager named Conner helped me and gave me his contact information. But again, he never replied to my messages. My ticket has been open for three weeks now with no response at all.

Overall, this place never respected my time, withdrew money from my account without my consent, and refused to offer any compensation.

Whenever I come to this place, the way they help me makes it feel like they don't even care and just want me to just quit.

I was never an unreasonable customer. Every time I visited the store, I made an effort to be cooperative and respectful. Unfortunately, that same level of respect was never...

After three months of frustrating attempts to resolve various issues, including billing concerns, linking home/wireless accounts, and an alarming situation with a phone I shipped back to AT&T in October 2023, I reached a point of exasperation. Despite multiple attempts to confirm the receipt of the phone, I received disconcerting text messages stating that AT&T could not locate the device in their warehouse and that I would be held liable for $1200.

My experience took a positive turn when I visited the AT&T store on Main Street in Cupertino. Kenny greeted me with a warm and friendly demeanor, taking the time to understand the complexities of my situation. He, along with the Store Manager, Veronica, displayed unwavering dedication to resolving my issues.

Kenny's attention to detail and genuine concern for customer satisfaction were commendable. Together with Veronica, they tirelessly worked to get AT&T on the phone and spent two hours addressing each of my issues. Their collaborative efforts resulted in the successful resolution of all the issues that had been causing me significant frustration.

Kenny's exemplary customer service has undeniably left a lasting positive impression on me. His professionalism and customer-focused approach are a testament to his commitment to ensuring customer satisfaction. He is a true asset to the AT&T team, and I am genuinely grateful for his assistance during my visit. Thanks to Kenny and Veronica for going above and beyond to rectify my concerns. I am now pleased to share my positive experience, and I look forward to recommending the AT&T Cupertino location to friends and family based on the outstanding service provided by Kenny and the entire team.

Thank you once again for restoring my faith in exceptional...

AT&T ended service on my brand new phone with 5g coverage citing the reason as "Many Chinese phones only offer 3g coverage and we only offer 4g and 5g in this area". I went to the store on August 2nd at around 4pm. Daisy was the first to handle my complaint and told me I would need to buy a phone with 4g or 5g capabilities from their store instead (minimum $500). Once I pressed for a cheaper flip phone she said it would be $60 minimum. I told her I wanted my service restored or a free phone with service and she essentially insulted my choice in phone and told me there was nothing further she could do.

At that point I walked over to her manager who told me to call a number and they would restore service to my device. Once I called the hotline (611 for people facing similar issues) they restored my service immediately.

Is that how you're training your employees to handle this issue? I know I'm not the only one who faced this issue as Daisy pointedly informed me. If I had not spoken to the manager I would have ended my contract. Why did she not escalate this? I was practically yelling so why didn't a manager step in? The customer service at this store is lazy and you should go somewhere else.

EDIT: Thank you to you, store manager, for replying to my review in an equally useless manner as your worker, Daisy. If you had bothered to read the whole thing you might have realized that my service has been restored since it runs 5g. You might want to train your employees to refer customers with the same issue to the hotline instead of trying to use the distress of your customers as an opportunity to sell more phones. You are lucky that not all of your shift managers are as incompetent as you are. Best of luck...