AT&T Store — Local services in Scotts Valley

My mother-in-law has been dealing with an extremely stressful and frustrating situation because of the AT&T authorized retailer in Scotts Valley. She went in for help with her phone that wouldn't power on, and the rep there (Tiffany H) told her she had to get a brand-new number. That turned out to be completely false, but she trusted what she was told. That one mistake caused a chain reaction of problems that she's still dealing with to this day.

When she called AT&T support, they couldn't access her account because her number had been changed. She's been going back and forth between stores, spending hours on the phone trying to get things fixed. It's been overwhelming and stressful for her, especially since she's not great with technology and relies on store employees to guide her honestly and help her, not make things worse.

To make matters worse, she was charged for things she had already paid for, and when she brought this up to management at the Scotts Valley location, nothing was done. She's had to spend her own time and energy trying to clean up their mistake.

Thankfully, when she went to the corporate AT&T store in Santa Cruz, the manager Jayden was incredible. He took the time to actually listen, explain what had happened, and fix what he could. He even mentioned that what happened at the Scotts Valley store looked like a scam. Jayden truly cared and went out of his way to make things right, the total opposite of what she experienced at the Scotts Valley location. However, she’s still working to resolve issues. She now needs a code from the new line she was given but cannot retrieve it because she was told to return that phone.

This entire situation has been exhausting, confusing, and completely unacceptable for a major company like AT&T. I really hope this review reaches someone at AT&T corporate who will take responsibility for what's happened and reach out to her to...

Didn't think it was possible to get any worse at this store but they have. I've been in 5-6 times since they opened and while the previous staff and owners lacked knowledge of what they were selling and how to do the basics like program a new phone at least they were pleasant so I could forgive their errors (and there were many). The staff I got today was rude, snotty and condescending. I purchased a set of AirPods a couple weeks ago that didn't work properly but I was told that even if its within the 14 day return window they won't take back defective items that they sell. I was told you have to go to a "real AT&T store or Apple" to cover the warranty. There were several other areas that were either incorrect or hard to believe in what I was told but it wasn't worth the aggravation to deal with these ladies. Needless to say I...

Need it to upgrade two I phones ( had 11 and 13) Two people working at the store. One seemed to have all the knowledge. The other employee was either training or have not idea how to do her job ( keep asking the other guy questions) He offered us I phones 16 plus which we agreed. Later came back apologizing he only have one 16 plus ( know what you have! You are a sales man) So we agreed on 1 16 and one 16 plus. Here’s the kicker ( took us 5 hours to finish the upgrade ( constantly in the phone asking questions to att and constantly asking me for my id) he promised the new phones had better reception than the old ones ( same spotty reception) Really...