AT&T Store — Local services in El Cerrito

Consumer Reports readers gave ATT internet 59/100. That's a failing grade.

Good for nothing. They do not service any concerns with landlines or prepaid. I did prepaid on autopay. Why? Because they keep making their service worse. They send me a receipt saying congrats you paid and saved 10 dollars for the auto pay. And then cut off my service. 45 min on the phone. They hang up on me. Drive here, go in, wait. No tickets. No one says hello. And they tell me just pay more money and go back away. They say they can’t do anything. That’s the staff here- can’t/wont do anything And if ATT didn’t provide service you paid for it is “self service”. Fix the problem yourself. Staff here are absolutely worthless. In general- enshitification. They steadily degrade your service , slow it and their computers move you to the bottom. Two months ago -Go in and they say they ended the service for the plan I am on and that’s why it is so bad- then why are you selling me a plan that is ended? Oh but our new plan - 20 percent more and you won’t get 1 bar. I constantly get 1 bar.

Refused to Tell me where to make a complaint or who their regulator is. Then they start personally attacking for “the show”

Their regulator is the Public Utilities Commission. Complaints can be online. Pay by credit card and dispute the charges. A phone is an essential service. They really are required to help

Because I need and paid for my phone to work I tried their payment machine - since they refused to help. It didn’t work.

Tried their payment machine phone pay. They charge 5 dollars

The manager CJ, rather than help Me, had a long conversation with two customers about being brought up Christian and changing to Islam. Why is any discussion of religion appropriate in a phone business. Again- could have helped but didn’t

Turns out Verizon is close by 5 dollars less with unlimited data so I won’t have this problem again AND I can suspend my account when I go out of the country for months. ATT was insisting I pay! Dumping ATT. So glad...

Deceptive Practices and Lack of Transparency are the standard of care at this AT&T store and others nearby.

This is a warning to anyone considering a new plan or making changes at an AT&T store: scrutinize every detail of your agreement! AT&T has repeatedly demonstrated a lack of transparency, using deceptive sales tactics that seem designed to mislead customers.

In my recent experience at this location, after having a impressively negative experience at the MacDonald Ave store, I even informed the sales person of this. While taking advantage of a current phone upgrade promotion that required no changes to my current plan, I was quoted pricing that included add-ons I never asked for, nor were they explained to me beforehand. After just experiencing this in another store and now questioning this sales rep why my plan pricing would increase, the salesperson casually replied, “oh that's for phone insurance”. Last time it was for upgrading my phone at anytime and this time it was for insurance I never requested. Why was that added without my consent?

This isn't an isolated incident either. I’ve encountered similar behavior at the MacDonald Ave AT&T store, indicating a systemic problem. It feels like the store's focus is not on delivering honest service but on padding plans with extras to increase revenue.

Transparency in customer interactions should be a top priority, but AT&T seems to have completely missed the mark. Customers deserve to be fully informed about what they’re paying for—before anything is added to their plan. This kind of treatment erodes trust and leaves customers frustrated and feeling taken advantage of.

Whoever is responsible for these sales strategies at AT&T needs to be held accountable. It's unacceptable for customers to experience this level of deceit. And they should train their staff to communicate the benefits of whatever features they are suggesting. If you're planning to visit an AT&T store, double-check everything and don't take anything...

On Friday, October 11, 2024, I had one of the most horrific experiences of my life. I was robbed of my mobile phone and $850.00 on my lunch break at an ATM a few miles from my job . After having an unpleasant and unproductive experience at Bank of America, I came to the ATT store in El Cerrito, CA. My day changed. The store was busy but the staff was caring and compassionate, assisting me with turning off my old stolen phone and ordering the replacement. When I arrived on Tuesday, I was met with the same compassion and concern as the staff recaptured my contacts. I was so excited that I left the store without realizing my 15,777 gmails were not visible. I returned to the store today. It was busy again today but I patiently waited my turn. Jalil was my knight in shining armor. I had not checked the boxes to allow access. I had probably entered my gmail address and password about ten times. He exhausted every possible option to assist me. Thanks to Jalil, I have about 17,000 messages to read. I will not have any dull moments . The store manager, Amir is amazing. There was an extremely irate customer present while I was in the store and not once did Amir lose his composure. Discipline is one of his strengths. You have an excellent team at this store They add value to the statement, “Together Everybody Achieves More”. Thank you for multiple 5 star customer care experiences!!!...