AT&T Store — Local services in Mountain View

Just had a very bad experience with the store. Had to visit multiple times to correct a mistake made by one agent there.

Went in to transition my phones to a multi-line prepaid plan, the agent kept telling us it was his first time to do this, and had to ask his co-worker more than twice to get it done. Yet the website went down in the middle, so he told us to go home and call 611 to finish the process. When we got home, we found we were over charged and he also put us on the wrong plan. We returned to question him, of course he denied that. Having no proof, we simply left.

After calling the customer service 5 times, finally we found one customer representative who figured the whole thing out for us. Turns out the agent put us on the right plan initially, but when adding a second line, he switched the first line to the wrong one, 2 minutes after opened the account for us. Yet we are charged by the system for this switch. No wonder he asked us to go home to pay.

We have to return to the store an extra two times to talk to the manager to have the overcharge refunded. Of course the agent declined to take responsibility for it, again. He now starts saying that we may have changed it by web while at the store. The fact is that we did everything by his instruction at the store, while he operated on his pad and our phone. And anytime a change is initiated from customer side, the customer will get a text message confirming such a change. Yet we never got such a message on our phone.

Another telling thing is that the manager saw many credits being posted to our account, he even questioned our motive. Yet we never see such a credit from our balance. The fifth customer service representative did issue us a credit, to cover the cost to switch the plan to the right one, that is, to cover their own mistake. So at the end of the day, we still ends up with being overcharged. I assume that they may have messed up their payment system multiple times, so they internally issued quite some credits to cover their mistakes, to bring things back to normal.

A conclusion, disqualified agent, doubtful manager and many know-nothing customer support agents, till you find the right one. I would strongly advise you against...

This review is for Samantha - My experience at this AT&T location was extremely disappointing. I initially called to confirm if my online order was ready for pickup. The representative (Samantha) who answered was unfriendly and told me she would call me back in 10 minutes with an update - she never did. When I called back, I was left on hold for 19 minutes without anyone checking in, so I decided to go to the store myself.

When I arrived, Samantha assisted me. She told me she couldn’t find my order because they are a retail store and then said the only way I could get the phone was to pay AGAIN. Frustrated, I asked to speak with a manager, but was told the manager was off. I reluctantly paid again just to take the phone home and planned to resolve the issue with AT&T customer service directly.

While helping me set up my new phone, Samantha was distracted, texting on her own phone in front of me, which added to the delay and frustration. The most concerning part was when she insisted that the AT&T Next Up plan had to be added to my account and told me to “just cancel it after 30 days.” I clearly said I did not want it, but she pushed back and claimed she couldn’t complete the purchase without it. I later confirmed with AT&T customer service that this was not true and the plan had been added to my account despite my refusal.

This experience felt misleading and unprofessional. AT&T management, please address this. Associates should not add unwanted plans to customer accounts or make it seem mandatory when it is not. Samantha,...

I would have given them negative stars if that was an option. Rude sales people and an even more rude manager. I have a Note 7 that is being recalled. Per the notification I am trying to exchange it for a new Note 7 (at this point I don't know why). I made an appointment through the AT&T Live Chat for this very reason. I was told online that the notes in the appointment would reflect my need to exchange my recalled phone.

I get to the store and it is the same routine "we don't have you listed as an authorized contact" (btw I have been on that account for years and have been authorized person as well). But yet, I have the phone in hand and this is a recall that Samsung and AT&T are involved in. I'm not switching my phone for a better phone, just one that won't blow up. I show my appointment confirmation and they need to get a manager. Same story again. No help. Won't even look up the appointment to see the notes from the AT&T online chat person. I explain that this store needs to be "blown up" as it is pointless in helping anyone that is not buying new services. Sorry I can't help put more money in your pocket but wish to exchange my phone because my phone provider is telling me to. I am seriously thinking of moving to a new provider and being done with AT&T jump through hoops to get assistance with a...