AT&T Store — Local services in Santa Cruz

After being an AT&T customer for nearly 20 years I received horrible service at this (River Street) location. When I went into the store to purchase an international plan, initially they were quite nice. However, when I received my bill, and saw that they had drastically overcharged me (way beyond what I had agreed to) their attitude became quite different. After looking at my bill, the salesperson agreed that it had been their “mistake.” However she claimed not to have the ability to take the charges off. So, naturally I (politely) asked to speak with the store manager. As it turned out, he happened to be the same person who messed up my policy in the first place, by charging me three times what I had agreed to. Then, the manager (ALEX) was absolutely horrible to me. I have worked in customer service, and even in management, and I have never encountered a situation as appalling the interaction was with this individual. Nor would I ever dream of treating a customer so badly. Alex’s attitude was atrocious! He rolled his eyes, didn’t even glance at my bill, and rudely refused to help me. He told me that if I wanted his help, I would have to come back 5 days later. Meanwhile, my bill was due. I couldn’t wait. Then shrugged his shoulders, turned his back on me, and began to walk out of the store. I was shocked. He grabbed his things and started to walk out saying that he wouldn’t help me (not “couldn’t” but “wouldn’t”). So, then I politely asked for the name of his regional manager, since Alex wasn’t any help. Alex snickered, rolled his eyes again and flat out said “No.” He spoke in an incredibly condescending tone, and talked down to me- I asked again, ore sternly this time. He gave me a nasty look and repeated that No, I could not have the name of his district manager. This was by far the very worst customer experience I have ever seen. Also, at the time there were 7 other customers in the store, and 3 other employees, all of these people witnessed his horrible behavior. Meanwhile, since then I have spent multiple hours on the phone with AT&T, trying to reverse Alex’s “mistake.” But, so far the charges are STILL on my bill. Because of Alex this location has lost the business of myself, many of my friends and family, and hopefully YOU too dear reader. I sincerely hope that you will head my warning and stay away too. Lesson learned, make the trip down to the corporate store...

Took iPhone 14 purchased at apple store with "ATT" as the carrier to get activated for an existing plan (was replacing a damaged phone). Rep tried to activate the 14 multiple times and claimed that the 14's have a problem with this (didn't make sense to us and should have been first red flag). Rep then misrepresented the deal for iphone 15 which was on a payment plan for $6/mo x 36 mo. Claimed MULTIPLE times that you could purchase this on the payment plan and then after 1 payment, could then just pay the rest of the phone off for the same price equivalent to $6/mo if we signed up for "Next Up" service. On his advice we signed up for the payment plan and purchased a phone. Next day, when questioning whether this was true and called ATT customer service, we were informed by ATT that this is NOT TRUE. Confronted that rep while on phone with actual ATT corporate customer service who point blank told this authorized store rep that he was wrong. Rep kept maintaining that it had worked for him before. Manager was not available. Will be reaching out to store manager and requesting assistance. Will also be reporting this store to ATT wireless corporate for misrepresentation to customers.

Also - the store is left closed at some random time of day that the solo employee has to take a break (I guess) with a note on the door that they will "be back" anywhere from 1 hr or longer. But it is not a consistent time so you can't even plan for when this will happen. You could call and try to find out, except they also don't seem to answer the phone either. Worst experience ever. Plan to get out of...

I called earlier and asked what time they closed today and was told 6pm. I show up at 5:35 (25 minutes before closing time) and the door is locked. Andy was the one to screw up my data service plan, he put me on a prepaid plan when I had just paid to get off it and go on the premium plan. He assured me I was on the premium plan when I left the store and then 3 days later it says I am on prepaid and have used all my data? Clearly it was not done correctly. Andy went up to the locked door and said "You should have got here earlier I'm locking up." I said "It's not 6 pm, why are you closing before the official closing time? I won't take long." He ignored me and refused to open the door and help me out. The worst customer service I have ever received, not only that I have seen others leave the store in frustration due to poor customer service before.. I asked for his name and he said " I'm the manager what are you gonna do?" Mocking me to my face. Andy is breaking company policy closing 25 minutes early and wearing a beanie in the store all the time, so unprofessional, beanie at work when you're supposed to be the manager? Returning to get my data sorted but I am never...