AT&T Store — Local services in Sunnyvale

So here's the thing, my experience with AT&T has not been the best in the past. I'm usually left frustrated, irritated, and always on the verge of switching carriers. So knowing I had to go in to the store to take advantage of the iphone upgrade, I was dreading it.

However, I must say, that hands down, this was one of the best customer service experience I have ever had - ANYWHERE. With the pandemic, there were only 2 employees in the store. Both greeted me immediately and Anthony, my sales rep was AMAZING. He was super patient in answering all my questions, even if it meant he had to repeat something he already said. He was transparent with everything, and explained how my bill was going to change. He offered suggestions on which plan I should upgrade and was just overall pleasant to work with.

I had to order my phone since they didn't have the color I wanted, and surprisingly it was going to be delivered the next morning. Initially I thought it was just an item that was delivered. But then I got a call from Adriana from Enjoy (a partnership with AT&T) and she explained they are an in-home service where she delivers the phone and helps sets up the new phone for me. She was wonderful as well. Literally this was the easiest phone upgrade I have ever had. What a lovely experience at a time where we're all stressed. Your level of professionalism and the effort in making sure your customer's needs are met are definitely noticed by me! Thank you again Anthony, Adriana, and AT&T...

they changed my unlimited data plan down to 3gb without my knowledge or consent only reason i found out was getting alert on my phone saying i'm about to hit my monthly data limit. also i went in to get new phone and get the samsung gear vr headset they said promotion was still going on and that i had to redeem online which made sense so i went online and it said it expired a fe days earlier, i called the store right away they said oh we have another link but its pretty long we will just email it to you, the link they sent me was an .au link yeah Australian link so as you might imagine it didn't work either, so now i'm without the promotion i went in for and with my data plan greatly reduced because this store LIED at every opportunity just to sell one phone instead of just saying sorry the promotion ended is there something else you might be interested in we can help you with. but deceiving the customer was their first goto. this is why people don't trust i don't want to say sales people as this is a retail situation and there is a huge difference between sales people and retail people.

i will give this location 1 chance to make this situation right before contacting whoever above them i need to about the person who helped me and her manager if they do the right thing i will apologize and take down the review or edit it to reflect the new experience i have received. if not then i will reach whoever possible to make sure they can never LIE or DECEIVE...

Signed up for an internet plan last year during a promotional offer that promised a discounted monthly rate and a free speaker. Despite visiting this AT&T location multiple times and working with the same helpful representative, nothing ever came of it. We were later told the promotion had ended and we would not be receiving the discount or the speaker, even though we signed up while the promo was active. We’ve been consistently charged the full price, and although the discount is “noted on our account,” the associates couldn’t apply it or make any changes internally. They were kind and tried their best, but it seems like they aren’t given the tools or permissions to actually resolve issues like this. I also tried resolving the issue through the call center (not factored into this score), but unfortunately had no luck there either. Overall, while the in-person staff were pleasant to work with, the experience with AT&T as a whole was frustrating and disappointing. TL;DR: Signed up during a promo, never got what was promised. Friendly in-person staff, but ultimately unhelpful due to limitations beyond their control. Honestly I just feel scammed by...