AT&T Store — Local services in Los Gatos

Before the pandemic or prior to Year 2020, this store provided great service when I bought a new phone. Later, 2020 to 2022, every time I went into the store, there was only one man working at the Los Gatos AT&T on Blossom Hill; this man was not professional and was rude; he was never helpful and I always noticed he had a Tip Jar. I’ve never seen a tip jar at any mobile service provider store! He only seemed to help the people who placed money in his tip jar. He allowed other people to go ahead of me who walked in after I did! I went in to see if there was a better and lower priced phone plan, unfortunately, it was always this sales guy working and he always acted like I was bothering him as soon as he asked questions and knew I was not buying a new phone. He did a Quick Look at my account and said I still have the lowest priced unlimited plan but that turned out to be dishonest once I went to another AT&T store outside of Los Gatos.

Why does AT&T have only one salesperson working there and why is a Tip Jar allowed? Every time I went to this store, there was only one person working and it was the same rude guy who previously claimed to be the manager. Why should I wait a long time for assistance because there is only one person working who isn’t professional or helpful yet he expects a tip and has a big tip jar that he kept pushing around to make sure everyone noticed the tip jar!

Who knows if this guy was being honest about being the manager but he certainly was not professional and he certainly took advantage of being the only employee there. Everytime I went into this store in the last 3 years, he was the only one working a s he always had a big, visible tip jar! When I needed to buy a new phone, I went to one of their San Jose stores even though we live in Los Gatos because I knew I would not receive professional, honest service at the...

I had a terrible experience at this store today and was shocked how dishonest and misleading the staff is. Let me explain the entire story.

I went to the store and requested for an iPhone upgrade for my teenage daughter. I had an old phone and the sales guy gave me a trade-in value of $350 after properly inspecting it. Based on the trade-in value, I gave a go ahead to proceed with the upgrade. He showed me the new monthly installment based on the trade-in value and I gave my okay based on the numbers he showed.

In the middle of the process he tells me that you’ll only get the trade-in value if you upgrade your calling plan to ‘unlimited’. Although I wasn’t pleased with the change, I agreed to the plan upgrade. After the payment was processed and my plan was upgraded, he tells me that he doesn’t have time to process the trade-in today and I’ll have to come some other time.

I pushed back and told him clearly that I need everything completed the same day, as thats what he promised to start with. Few minutes later ,this sals guy leaves without saying anything. I asked the lady, who might be his manager to complete the rest of the process. She looks at the phone and tells me that she can only provide me a trade-in value of 80 cents. CAN YOU BELIEVE THIS?

I said if you can’t give me the trade-in value, you promised, I want everything to be canceled. I don’t need the new phone either. She told me that I’ll have to pay the restocking fee to take the phone back. When I reminded her about the value promised by other guy, she said you’ll have to deal with him directly.

This store is full of dishonest people, who’ll lie in you face shamelessly to get their commission for plan upgrades. Find another place for your phone shopping. I plan to lodge a complaint with...

There were two employees working at the store. There was no one else in the store besides my wife, my kids, and myself. The employees inspected my phone and offered me a $750 trade-in value. Based on that amount, I picked a more expensive phone than I was planning to purchase that day. I was told I could keep my old phone for 30 days to make sure that I had gotten all of my data off of it. I returned two days later to hand in my old phone. One of the same two employees inspected my phone and said that due to a small scratch on the glass (which was 100% there during my initial visit and had been left safely in a case in my purse ever since), my phone was likely to be $350. He also said he explained this to me (which he absolutely did not).

I feel like we were deliberately lied to so that the employees could get a higher commission. They also persuaded us to change our plan, saying there would be "no downside." Now I'm convinced that was just a con act, too.

If it's not AT&T's policy to intentionally manipulate customers, these employees need to be punished. If deception IS your policy, then they're carrying it out expertly. I will not be returning to this store for future transactions and we are reevaluating our (15-years running) relationship with AT&T.

Prospective customers: go to a different store! You have...