AT&T Store — Local services in Rancho Santa Margarita

Very shady business practices at this store, and probably the worst customer service I have ever received. I placed an order online to upgrade one device. I paid for it online and chose to pick it up from this store. Few minutes later I get a call from the store that they are cancelling my order as they are unable to process it due to a technical glitch but I am welcome to come in the store to place the order in person. When I walk into the store, Iam H. was quick to review my account and offer me some “loyalty discounts” on top of upgrading my device. He said that by adding a new line I would qualify for a family discount that will cut my monthly charge for each device from $60 to $35 and overall I would be saving money. I agreed even though I didn’t need a new line because he said that my monthly charge going forward including the new line would be about $140 instead of $170 I am currently paying. I didn’t take the time to review the changes in the store as it was few minutes before the store closed. When I reviewed everything at home I saw that “the loyalty discounts” was actually him downgrading my plan for all lines to a starter plan, thar he also enrolled me into At&t Next Up for an additional $10 and Protect Advantage for $17, fraudulent services I never agreed to, that were never discussed or disclosed to me. Overall the estimated new monthly charges would have been about $100 more than before walking into the store not less. When I returned back to the store to reverse all changes he had a very condescending attitude and gave me a very hard time to cancel everything using all types of bogus excuses ranging from: the Premium plan I was on is the same as the Starter plan he downgraded me to, that the refund cannot be processed in the store but it would be credited on my next bill, that his printer didn’t work to print a summary of the reversal changes I requested and refund receipts etc. When I pushed back, he miraculously was able to process the refund on my card and his printer fixed itself in couple of minutes of me waiting. However he was still unable to show me proof that he cancelled the new line he added to “save me money” and reverse the plan changes he made without my permission. Given the amount of lies, gaslighting and dishonesty I witnessed in my interactions with this store rep and the fact that my At&t online still shows the new line active I am pretty sure this is not the last time I have to follow up to make sure this new line is cancelled and I will not incur additional charges just because I walked into this store. I suggest going to another store to transact with At&t but if you need to step into this store, do not take these reps’ words at face value. Make sure you get everything in writing and it matches what your online account is reflecting as you will waste a lot of time and patience reversing changes you...

I had one of those "way above and beyond" experiences at this store thanks to Celeste. I had changed my cell plan for three phones from another carrier to ATT. One of the phones, my wife’s, ported fine as it was able to use an eSIM. The other two had to wait porting till we got new physical SIMMs. That would have been fine, except for some strange reason, the two phone, mine and my son's were not able to call my wife's phone, though everything else worked. Seems like a small issue but considering the time of year and how much my wife likes to keep tabs on us, I wanted to get it resolved. I made several calls to Tech support but could not get anywhere. So, I went over to the store to see if they might have a trick up their sleeve. Celeste jumped and spent the next 35 minutes doing all she could to get the problem solved. She was able to get a couple of other small issues with my wife's phone fixed, but could not figure out why when we tried to call her phone, we would just get a busy signal. This is where usually someone would shrug their shoulders and check out of trying to help, but Celeste dug in. She made four separate calls to various levels of tech support inside teams, none of which were able to help. They were definitely “shoulder shruggers”. She finally thought that rather then wait for the new SIM cards, she would pull some cards from the store’s inventory and see if she could get the phones live on the ATT network. This posed another big issue as it involved getting the system to release the reserved SIMS being shipped in order to allow her to register SIMS from the store. So here went another series of calls with Tech Support saying no, till she finally hit someone willing to actually work on the issue. Bottom line, she was able to get all the phones live and working on the account after a bit more than two hours of effort. I cannot express how amazing this was to not just get the issue solved, but to have someone so young tackle a problem with no idea how to solve it, but be willing to work at the issue until it got resolved and the client was satisfied. That is so incredibly refreshing. I should mention during all this, she also helped another client who walked in who was frantic because she had done something to her phone and was unable to access internet or her Amazon account and was desperate to get back to shopping. Kind of funny, but was a big issue for her. Well, Celeste got it working and she almost skipped out of the store. So a BIG thank you to Celeste and Luis the manage for taking the time and making the effort to help me out. Yore...

I recently went to the AT&T store to get a new apple watch, as I was due for an upgrade. I am so thankful to have met Celeste and have her assist me at the store. She went above and beyond during this time, providing me with information regarding my options for upgrading, my eligibility to join first-net, and how to set up/work my new products. Much of the information she provided I did not know previously, especially the promotion that was going on in the store. She ended up helping me upgrade to a new phone and a new apple watch. Celeste's experience and knowledge is evident as she was able to explain the specific features for both my new iPhone and watch in comparison to the previous versions I had. I can honestly say, this is probably some of the BEST customer service I have ever received. For as long as Celeste is there, this will be my go to AT&T location for any questions, concerns, or upgrades for my family and I. I wish I could give more than 5 stars just for her customer service, patience, and time she went with me, which was nearly 2-3 hours with everything getting set up. I hope her strong work ethic, marvelous customer service, and knowledge of AT&T's promotions, as well as, her knowledge in technology earns her some form of recognition. As she clearly deserves it. I will be recommending this AT&T store to my friends and family and directing them to Celeste for any of their concerns or upgrades. Again, I cannot say this enough, she was just wonderful to interact with and the best experience i've had with my nearly 10 years of AT&T customer service. Thank you Celeste for all of your help, explanations, and time you took to...