AT&T Store — Local services in Redwood City

If there was a transaction I could take back it would be buying a defective new iPhone at this location. I used it for two days, screen went static. I went in to ask for a replacement on the 10th day, they shushed me away to Apple immediately. Apple confirmed it was a defective phone. Apple was amazing help but they asked to have the phone shipped out for repair. We declined this option. AT&Ts policy specifically states within 14 days a phone can be returned or exchanged. I walked back into the Redwood City AT&T location on the 13th day, sales associate Manuel says “There is nothing I can do for you because the manager isn’t here and I’m not going to call him on his day off”. He asked us to come back the next day when the manager was there(Monday) I explained that I work out of town and I could not be back tomorrow. When I asked if he would extend the 14day policy since according to him there was not a single person in that building that could help us. He smirked and said he couldn’t do that. When asked what he could do, he said your 1st option was Apple, and your second option is to come back when the Manger is here. Now I’m in disbelief, I said I need you to call someone who can help you help me… He then said we could try San Mateo, I asked him to call and explain what was going on before we left, he looked at me like HE was being inconvenienced with my request!

The lack of empathy and willingness to help me with my issue was all I needed to never return to this store again.

I proceeded to walk into the San Mateo AT&T location and Iysis (SA) and store manager Miguel (who also wasn’t working that day) exchanged my phone with no questions asked.If there is a team the Redwood City location needs to learn customer service from is San Mateo’s AT&T. The process at the San Mateo location took maybe...

I went in to activate my phone and they were all busy with customers so I waited. One of them was done soon but, instead of approaching me she went and sat down and started reading a book. I went up to her, apparently she never saw me. Anyway, moving on; bad attitude, unfriendly and I was to find out 2 days later that she had changed my name on my iPhone service to a "Armando Bo...". I was getting text msgs saying I had used up all my unlimited data and account was deactivated. What a pain! So I visited the store a couple times more to correct this. I was really upset but regardless kept my cool and did not make a fuss or anything even though it locked me out of some of my accounts due to authentication issues. She completely denied doing it (who else?). Anyway, I returned that iPhone and went in to the store to buy another. Out of the four employees only one was with a customer, but they couldn't help me because the IPhone 15's were in a safe and the safe unlocks only at certain times. Instead of engaging with me, or even pretending to, they noticed my impatience (had been there for 1.5 hrs) and one of them told me that there were other stores I could go to and than ROBERT jumped in and asked me to leave the store. When I asked for the store managers name, Robert said I could call and find out. I couldn't get out fast enough! As I was getting in the car, he opened the door to the store and yelled across to never come back to the store! They don't have to worry about me going back or even staying with AT&T. Such poor customer service from any store is...

Don't go here. I needed to upgrade my phone and went into this store. One of the employees proceeded to play with a 3D mapping app on his phone for 10 minutes before helping me. Once I got him to focus his job, he informed me that I needed to repair the screen on my old phone before I can trade it in. Fair enough, so I go and have it repaired. In the meantime, I'm being steered by the store employees to upgrade my data plan (I don't want or need to do this), and then was involuntary signed up for an excessive insurance plan that I explicitly said I did not want on three separate occasions. So, I had to call AT&T to get off the insurance plan I didn't want, and now I'm being told that even though I repaired the screen on my trade-in phone that I need to upgrade my plan or I will receive no value for the old phone. At no point was this information disclosed to me by an AT&T employee, nor is it stated on the trade-in contract I signed in the store. I went back to the store and was told the issue would be resolved by an unknown manager who was busy at the time, and this would be confirmed by phone or email within two days. It has been four days without any follow up from AT&T, and when I try to call the physical store to speak with an employee during business hours it gives a message that says "no one is available to take your call" and hangs up. Sadly, this inability to solve a simple problem is likely leading to a small court claim, and a subsequent class action lawsuit, because this behavior towards consumers is unacceptable...