AT&T

This review is really NO Stars but I am forced to give at least one. This was the worst return experience ever. No one in the store and I’m the only one there. Yet somehow it took 20 minutes to return a car charger because the sales person of a joke had to get a scanner in the back?! Ah, did he really mean, take a bathroom break and lunch break?! Seriously, how in the world does it take so long to return a charger when I paid cash?! I thought I was getting punked for a second. Horrible service. The manager and 3 other employees were standing around talking. Are they even working?! The manager is not a manager. This store is a joke

Elham is the best with customer service and is an awesome representative who truly looks into the best benefit that suits you best. He took very good care of my needs. Very friendly and outgoing person. I strongly recommend elham whenever you go to this location.

I came to AT&T tonight because I had concerns about my elderly mother’s account. We were assigned to Zach. He was amazingly patient and this whole procedure took approximately one hour.
Zach was very accommodating in explaining our options. This was complicated and drawn out because I had to get my mother involved on the phone… But he guided us to a solution.
I would definitely go back to the AT&T store. You might ask for Zach. Thank you!

This is not against the salesperson at all… It’s AT&T in general.
We went in to get two new phones (based on a letter my husband got from At&T with Direct TV)…we have direct TV so they had to check if existing customers were, included. YES, ok. now on to the phones, We were told in the letter that $ 200 trade in, JOKE! They told us our phone thru t-​Mobile were worth $ 5 bucks each!!! No you cannot get that trade in. Next, Yes we have a government job (suppose to get 17% — 48% advantage) NOPE you can’t have that discount because the «government job» you work for doesn’t qualify! Next, ok we will forgo the $ 400 on the trade in with phones. Before setting up they came and said we would have to put 20% down for the phones!!! Ok AT&T…you are not getting our business, as you bait and switch!!!

Came in just to pay my phone bill and ended up upgrading to 6s plus. Elham C is friendly and has been a great help, he asked questions, great listener, paid attention to your needs and best thing is he was able to give me a discount. I will definitely be coming back if I have any questions or concerns. Thanks at&t crew.

I was intentionally misled when purchasing a mlnl ipad as part of an upgrade to an Iphone 6+. The salesman, Brian, did not disclose the mini ipad purchase included a two year contract for data at $ 10 a month plus a $ 56 setup fee. Further, he failed to provide a written copy of the contract as required by law when a loan is part of the transaction. We returned the same day for the written contract and was told to print it from their website. Of note, the mini ipad is returnable after only 14 days. I learned of the undisclosed contract after receiving my bill after the 14 day period. The store’s manager refused to make an exception, knowing I never did use the data service. Importantly, the data for the mini ipad comes off your phone’s data usage. There is no additional data for the all-​in $ 296 fee over the two year term.

Ok ! I really dont know how can i express my feelings for the experience i had with Zach ! The patient he has is unlimited like an ocean ! With smile and great energy and this is sooooo rare base on thousand questions we asked ! I asked 1000 questions ! And i got answer to each of them with super cool face and lovely attitude ! I really don’t know how to express it. Thanks for having him ! Zach THANKS SOOOOOO MUCH

Needed to pick up the phone that was ordered in line. Simple enough. Or not!!! We were the first one in line. Waited for 20 minutes, bunch of employees are walking around without much purpose, talking to each other, disappearing in the back of the store for seems like quite a long time. Finally someone called our name. Verified the order and disappeared at the back. Waited for 15 more minutes. Could not wait any longer. Had to leave.

I literally can’t remember are worse experience anywhere than here.
I simply just wanted a SIM card to activate myself at home since I was trying to reuse one of my older phones that used a slightly larger sized SIM than the iPhone I have that broke and was replacing temporarily.
I mentioned this to the first person at the door and they said I still had to wait; fair enough.
Well, this wait was over 45 minutes and when I finally get somebody to help me they said they can’t give me one because I wasn’t yet an authorized user on the family account I’m on. Why is this necessary for a replacement SIM that I’ll be activating myself at home? Of course I get no real answer to that question.
I leave and very shortly after come back with somebody else on my account that’s ‘authorized’ to have them hand me a small piece of plastic. I show up, explain to the same lady at the front taking names that I was asked to come back and that I would be helped right away. I get told «sure you’ll be next» and then get placed 8^th in place to wait in line on the screen Q. Well, I was by no means next and now it’s 8PM with an hour left till closing and there’s TONS of people waiting other than myself, all very irritated. A couple different people waited 20 minutes and then gave up and left which I think myself and everyone there should have done too.
There are four employees working; one with a tablet that just stands around at the door putting people on the list, one helping a family (normal) and then two literally doing nothing. I overheard them just talking about unrelated things to work and quite literally fidgeting behind the desk and every minute or so going to the back room to get nothing nor move anything there. Throughout this entire time NOBODY is asking any customers about anything, offering any help or even an estimated time. They just gave customers grumpy looks like they’re at fault for something. Time passes by and nobody new is being helped, one employee grabs her things and leaves and now its 9PM (store closed) so they lock the doors to keep others out of the store.
So this should mean that the girl holding a tablet greeting entering customers can help the ones already inside the store right? Since she has nobody to add on the list now that no one can come in, right? NOPE. She’s just standing there holding a tablet doing nothing other than staring at different things in the store. STILL, no customers (of which are easily more than 15+) are being told anything or helped. The one employee who’s been helping a family from when I stepped in is still there taking it slow.
Finally they start calling names on the list and of course the majority aren’t even there anymore since they left angry from the long wait so I’m up next. It is now 9:15PM. Despite being frustrated with the amount of time I’ve wasted being patient I keep my cool and politely ask about getting a SIM card so I can go home and throw it in one of my old phones.
What do I get? «Sorry can’t do that. It’s 9:15PM and the system is slow, crashes, can’t» What!?! «Yeah the system is like closed I cant»
In my head I’m thinking: THEN WHY IS ANYONE EVEN IN THIS STORE, WHY HASN’T EVERYONE ELSE BEEN TOLD THIS. ARE WE ALL JUST WAITING FOR PHONE CASES OR SOMETHING!?!
She realizes I’m not at all happy and by some miracle she’s suddenly able to give me a SIM and even activate it but doesn’t say anything through out this all. Just stays quite and hands it to me. At this point I didn’t have the time to sit there and question it so I left far from satisfied with my experience.
NEVER again bothering to step foot into this poor excuse for a store.

This store is horrible! I waited for 45 minutes to get a new SIM card. I asked for them to just hand me one and I could activate it over the phone and they said they couldn’t. Such bad service and a waste of time.
One employee walks around taking down people’s names instead of actually helping anyone which is such a waste of resources. So 2 people were helping a queue of over 7 people talking over 10 minutes per person.
The girl who finally helped us, Jessica, was very nice and quickly got us a SIM card but the rest of the experience was horrible. I will skip this store in the future if I can help it.

Zach was so kind and helpful! I came in to get a new phone and ended up not only getting a new phone but also a tablet. He was also able to fix my account as I had a running 7 lines just to myself. He fixed an issue I hadn’t been able to fix with anyone else over the past year or so for some reason. He’s definitely knowledgeable and open to helping and giving the best possible product and service to the consumer. Stephanie, the manager on duty that day, was also very kind and made sure everyone was taken care of!

Returned to this store yesterday to exchange a phone my brother purchased for my mom and buy another LG. Granted, it was a Saturday and they had five or so customers «in line» when we arrived, BUT we waited for an HOUR while people below my mother (#1) were being helped, one by one.
After waiting an hour, SIX employees were standing around a table chatting while customers waited. TOTALLY UNACCEPTABLE. I am posting a video of them. As I filmed them, Brian (seen walking towards us) came to «help us.»
I explained that we wanted to return one phone and purchase another. As soon as he took her cell phone number down, he sat there with a blank look on his face, then said he’d «be right back.» He disappeared for around 15 minutes, at which point I was livid and approached a female employee to inquire and, yes, complain. She was very apologetic and went to see where «Brian» was.
Another couple was waiting beside us. They joked that there was a luau going on in the back. They, too, were not happy campers. Apparently, the gal who was helping them disappeared in the back room. Is there a black hole back there?
A few minutes later, Elham came out to take care of us «because he was the one who helped my brother.» (Seriously, why did he need to help us? A simple return of merchandise and a purchase on an existing account? Shouldn’t any sales rep there be able to do this? Brian? Oh, guess not…)
Elham was wonderful. The rest were useless. When I told my brother about our experience, he had had the same experience when he was there a week prior; he agreed that Elham was great and the rest were terrible. The obligatory one star is for Elham.
All I can say is after this contract runs out, I’m very tempted to switch my mother’s phones to Verizon down the street. What should have been a half-​hour transaction turned out to be two hours of hell… not to mention missing a great deal of my grandniece’s 2^nd birthday party.

This is the worst customer service I have ever experienced! We were waiting from 2until 4 pm on Sunday! At last minute they added a new name right before our name! Even though they came in way after us!!! I wish someone told us at the beginning that there is a two and half hours of wait time!

Gerardo was awesome! I was a previous Verizon customer looking to transfer to TMOBILE. Due to the way Gerardo took care of me I ended up with AT&T and I’m so pleased. I got a great deal and ended up leaving with a new watch and they even offered me a tablet. But at the end of the day the deciding factor for my switch to AT&T was purely because of Gerardo. He is definitely an asset to this AT&T store.

We’ll it makes sense why this place only has two stars.
I walked in this past Wednesday and was greeted right away and was put on a wait list (never knew that existed) told the guy I was gonna grab something to eat and gave him
My number. Never got a call. Plus i couldn’t wait too long, because I was coming In between my free time of work and school.
Came in this morning, and no one said a word to me. All associates were busy But not one acknowledged me, or let me know it would be a minute, could of said anything! Walked around for 10 minutes then left.
I get it’s a business and I’m not the only customer. But I’m not gonna chase around associates to get someone to assist me.
It’s called Customer service for a reason. Service your customers. Easy as that.

Wow they have really lame service .
There’s a total of 2 people being helped and I’ve been waiting for 20 minutes to be helped while all the employees are just walking around and literally playing with the phones and playing music on the gadgets. I even complained saying I don’t have much time and that I want to open a new line & they didn’t even give a shit. Really bad you can’t handle 3 customers at one time. Good luck.

As a business owner, service is all important as is trust and ATTITUDE. I currently have Sprint, I get incredible service at the Sprint Lake Forest Corporate store, but their coverage in the area can be spotty. So, we decided to go with AT&T. I have visited this store at least
3 – 4 times between 4:00 — 4:30 for at least 20 – 25 minutes on a Tuesday or Wednesday. There is no one to be found for SERVICE or questions. They are either at one of the Kiosk tables or
amongst themselvesor in the back. I do know I was never even approached…
I finally made the order to move my numbers/​phones by phone with AT&T. I haven’t even received my new HTC/​Galaxy phones, but I called THIS store and explained that we wanted to drop the phones off on a Saturday afternoon and they could take their time activating the phones and transferring the data, pictures, texts and such. If AT&T is going to charge me $ 40 for activation, they damn well can do the activation. When I called, their response was, «naaaw, we really don’t do that, but I guess we can activate them». Are you kidding me, every corporate AT&T phone number said, that is THEIR JOB. I then called the Aliso Viejo store and their response was, yes of course we can do that. Let’s see, Aliso Viejo can do it and they are a small corporate store, Sprint can do, but this AT&T Lake Forest store won’t OR can’t OR they are just too damn lazy to be bothered.
My phones will be delivered next week, maybe this is just a sign to stay with Sprint, I do love my current HTC M8! I am glad I found this out now. I just got off the phone with AT&T New York, they have asked for an acounting of my troubles with this corporate store and when the phones arrive, I’ll call AT&T Customer Care and get my RMA Number to return. I’ll take this as divine guidance…
Thanks!

To follow up with my 1 star review, I wish I could lower it zero.
After all the trouble they put us through last time, not only they couldn’t perform the task we want to do, they even charged us for the processing fee for something they couldn’t do.
This store can single handedly bring down AT&T. We are definitely changing the provider.

I came here about a two years ago to get a new phone, as mine was an iPhone and… well, enough said, it’s an iPhone! ;)
I remember that it was a Saturday, and there was a very long wait. However, it seemed reasonable. I remember being able to count at least 5 or 6 employees actively helping customers. As soon as they were done with one customer, they went and grabbed another. I see a lot ofpeople complaining about the wait on a Saturday, but that’s not something the store can help.
I don’t remember the name of the guy who assisted me, but I remember he was very helpful and helped me chose between two phones I was stuck with. Our meeting with him was very quick, but I didn’t feel rushed.
I now have to go back to get a new phone, as I have dropped my phone one too many times and it no longer turns on. I’ll update my review if anything changes, but I don’t have an issue with these guys. They’re better than other AT&T stores I’ve been to, which seemed to only employ 16 year olds and only have a limited selection of phones. This location seems to have more of a selection and more employees working at a given time.

Weird experience here tonight. I went in and was not greeted in any way, shape or form. Huh. I don’t get it. I wandered around and found what I wanted and was interested. Still no sales assistance. My husband had his phone out and that caused a sales rep to come by and help him. Mine was tucked in my purse so I didn’t get acknowledged.
Strange. We decided to go to Laguna Hills Mall for Coffee Bean and Tea Leaf and to browse around. We experienced way better service at LH Mall and Coffee Bean. When we got home, we browsed the AT&T website and found better deals. Score!