I came here earlier today to get a new phone for my son, it was his first phone. We were helped by one of the representatives there named Kai. He did such a wonderful job to help us out pick my son's new phone, he even helped us navigate the updated plans. I had a legacy plan that I was able to update and even save some money. He was incredibly professional and took his time and even activated my son's new phone for him. Really appreciate all the time and effort he put in thank you so much Kai!!! read more

Horrible customer service they will purposely ignore you and have you waiting for hours.

Only come here if you want to wait hours and lose brain cells. The employees here do not care about their customers.

ATT has no way of speaking to a person regarding Fraud or a complaint . The store refers you to a phone number that has an AI assistant that can't do anything for you. I have a phone number on my account that was activated at the store and I've been paying for it for a while now and all I was able to do is cancel it. No one will help me with all of the months I've been paying for someone's free phone. The account was activated at the store and they can't do anything about it other than refer me back to calling a number to have someone call me back. When I finally spoke to someone. They barely spoke English and could only send me a copy of the receipt of when the account was activated. It's not the ATT that I originally signed up with. It now sucks. Go with another carrier. Avoid the grief and scams. read more

AT&T Store - Mobile Phones Near Me - Burbank, California

Piece of sh*t service by employees, piece of sh*t website, and piece of sh*t policies. Can't even pick up a damn phone without getting a complete brain anuerysm from these idiots working here. I will never use AT&T for anything ever again in my life. By far the worst company I have ever dealt with in my life. Might be the worst company to ever be formed in American History. Complete idiot employees that cannot process simple tasks and they might have the stupidest store policies I have ever heard of. This is the worst experience i've ever had with a store and i've never been this infuriated!!! read more

I just went to at@t because I lost my SIM card and had no service - I was lucky enough to have Angelica help me and it took about 5 minutes to get me back in operating order! Thanks for your warm smile and friendly service! read more

I just walked into the store to check the out the new iPhone in person as a loyal att customer. The man pictured looked me right in the eye, like quite literally stared and said nothing. As soon as a white woman walked in after me, he says before she can enter the store well enough, "we'll be right with you." I was close enough to him at the time viewing the cell phone cases he was sitting in front of and said aloud, "I'm glad you were able to tell her that. I guess I was invisible when I walked in." I then left the store. Racism at its finest. I decided to walk back in and get a photo of him since he's so happy to be racist, I thought everyone should see his face with this review. read more

AT&T Store - Mobile Phones Near Me - Burbank, California

This store is punishment to all to enter!! The employees are sooooooooo slow! Plan to be there for a veeyyyyyyyyyyy long no matter what minute thing you go in for!! read more

Jorge was so nice and patient with me! He even answered all my questions! I came in to check if I had insurance on my phone and he went through explaining each line of my family's plan! So kind would definitely come in again and ask for HIM! read more

Let me be crystal clear: I got the phone upgrade I wanted, BUT I explicitly and repeatedly told the rep NOT to add any protection plan. I already have AppleCare and made it absolutely clear that I did not want AT&T's so-called "protection." And yet--today I receive an email confirming that AT&T added this garbage to my account anyway. This was an unauthorized, fraudulent service addition. This is exactly why I avoid authorized retailers. I told myself I should wait and go to a corporate store, but I was excited--it was my birthday gift to myself--and I made the mistake of trusting this location. That trust was clearly misplaced. I will be reporting this to AT&T's fraud department. Adding products to someone's account without their consent is deceptive, unethical, and flat-out despicable. No one should have to double-check their account for hidden charges after making a purchase. Avoid this location at all costs. They clearly cannot be trusted. read more

Worse customer service experience. In the middle of helping us to swap out phone, the associate said its my time to go to lunch and he left and put us in the Q for the next associate to help us and ended up waiting fow another 30 min to get supported again. Staff has very bad additude. I have never seen this in my life. read more

My husband and I came into this store to add me to his line and get a new phone. The woman helping us quoted about 40 dollars a month to add the line. I was switching my line from T-Mobile and this would ultimately save me about 20 dollars a month. It made sense so we transferred the line. While we were there my husband received an email with the new bill being 300+ dollars and asked why that was. The associate that helped us stated that is not the real bill as it doesn't have all the discounts. Fast forward two weeks and we get deducted 300+ dollars. The bill the associate told us was not real was in fact real. We stopped in a day later and the team acknowledged a billing error. The added like alone was 170 dollars. With this said the next month bill should be less. I asked for a credit as this is their error and was told only the manager could do this. The associate stated the manager would be in the following day and he would leave a note for him to reach out. As of now we have not heard from this manager. After nearly 20 years as a loyal customer we will be taking our service elsewhere. If you like AT&T and must go to a store, I would advise you to choose any store but this one. read more

Great salesman Very helpful and informed Would definitely go back to this store! Not much waiting time read more

I had upgraded both my wife & daughter's iPhones online, trading in two old phones we had lying around. Rather than wipe the trade-in phones myself & send them to at&t in the boxes provided I took them to this location - AS I HAD OTHER PHONES IN THE PAST - to have the store both wipe them and send them back to at&t (so I wouldn't have to rely on the mail and to provide a record that I had turned them in). Again, not only had I done this as recently as March 2025 (with a Samsung phone), but I explained this to the employees at the store. NO ONE MENTIONED ANYTHING ABOUT IT BEING A PROBLEM, but the phones had not been charged (they were ooooold!) so the guys asked if I could charge them at home and come back the next day which I did. This day I dealt with Ish. I EXPLAINED WHAT I WAS DOING AND AGAIN RECEIVED NO PUSH-BACK. However, Ish could not get either phone's Apple ID to register correctly. And it was apparent that he assumed all customers were idiots and anything that went wrong was due to user error. He insisted my wife change her password despite me explaining that she had no problem logging in with the same information! My daughter had a similar situation (worked for her, but not in the store) and ultimately we just gave up. Then Ish said, "I do this all day, you'd be surprised how many times people think their information is one thing when it's actually something else." I reminded him all the information provided worked fine, just not for HIM. I then asked if someone at the Apple Store might be able to help and he dismissively said something to the effect of , "Sure, give it a shot." At the Apple Store the person at the Genius Bar hit more buttons on my daughter's phone in 20 seconds than Ish did in 20 minutes! She found a couple of things at&t missed, including a managed app that was interfering with the Apple ID server...AT&T SECURE FAMILY (no joke)! It took her about 3 minutes to remove this and viola, the phone connected fine. While she was wiping that phone she started on my wife's phone and ran into the same issue as in the at&t store, but rather than assuming the problem was an incorrect password she correctly identified it as an issue with the phone not communicating with the server. So she took out a laptop and somehow gained access the phone using some program. In about 5-8 minutes THAT phone was being wiped as well. Here's the clincher: I asked her if anything she had done could NOT have been done at the at&t Store and she said, "NO." Now I'm back at the at&t store, with two wiped phones and all I have to do is drop them off (or so I think). Ish is waiting on another customer as are all the other employees. Finally a woman comes over and rather than ASKING what I need, ASSUMES why I'm there. I gave her the update (leaving out the part about how this store's incompetence forced me to drive to Glendale!) and one of the phones. She entered some numbers into a pad, looked at the pad quizzically, then left to go speak with Ish on the other side of the store after which she sat down at a computer. After about 5 minutes a walked over to see what was up. She told me when she looked up the phone it said it had a value of $1. (Technically true, but it had a higher value if you used it as part of an UPGRADE.) I asked her why she was looking at trade-in values; I wasn't trading the phone in. I had already explained this was an upgrade ALREADY IN PROGRESS and I was simply dropping off the phone rather than sending it in. (AGAIN, NO ONE IS TELLING ME I CANNOT DO THIS) Then a guy next to her started talking loudly about "creating expectations." I had no idea what he meant, but at this point my patience was gone so I took my phone back and that's when I noticed the loud guy was actually the Store Manager (*chef's kiss*). His tag said 'Eddie' so I confirmed that was his name and he replied "And that's all you're getting." At the end of my rope, I told him that his employees were effing incompetent (except I didn't use effing...lol). Eddie reacted as if I had taken a d*mp on a display counter or slapped someone, marching me out of the store while yelling, "No one bad mouths my employees!" I'm telling him they can't even wipe a phone; He's telling me to enjoy my $1; I'm asking if he learned that line in manager school - the whole thing was pretty silly. When I got home I called another at&t store and explained what I was TRYING to do and they explained that yes, at&t did change things. Now, if you've already started the trade-in process, YOU CAN NO LONGER DROP YOUR PHONE OFF AT A STORE & must send it in the box that comes with the new phone. Set aside the incompetence of not being able to do what the Apple Store did (including recognizing AN AT&T APP!!). Set aside Eddie's testosterone-fueled management style. The Burbank store had THREE separate chances to tell me what I was trying to do wasn't possible anymore and avoid all of this! Was it stupidity? Arrogance? Or just not listening? Does it matter? read more

Rocked again! Thanks Jorge! Went here on a Saturday...to get a phone. Jorge was professional, personable and knowledgeable! My hubby and I have had great experiences at this location in Burbank! A for Attitude/Great...T for Taking your time with kind support & T for Thank you again for Terrific Customer Service = AT&T. read more

Last Wednesday I visited this store with my 85 year old mother who was wanting to have some changes made to her AT&T home service and was getting absolutely nowhere with them on the phone. Fortunately for us Robert A. was the associate that helped her. My Mom explained to Robert the changes she wanted to make with her home service, and he explained to her that although this isn't something they can usually help with from the store, that he would call AT&T himself and see what he could find out for her. After Robert had made the call and had given the phone representative some of my Mom's basic information, he handed his phone to her in order for the person on the phone to take care of the changes to her plan that she wanted to have done and that were ultimately taken care of. We are very grateful that Robert A. was willing to offer his help and to take the time that was necessary to satisfy her request. Thank you, Robert! read more

Came in they didn't have my phone totally fine. The lady who serviced me at about 7 o'clock on a Saturday assisted me. I asked her one question before I signed. I wasn't signed up for anything right? I'm just getting a phone no extra opportunities right? You're not charging me for any extras right because she didn't give me the opportunity to read any of the contract before signature she assured me that she did not sign up for anything. That's a verbal agreement of her stating that she didn't sign me up for anything which shows up in court by the way. Thank Goodness for me actually reading the contract when I got home. She signed me up for everything but jokes on her everything got canceled before I could get charged. I will be calling in today and speaking to a manager that is 100% unprofessional and misleading that's a mention illegal to lie to the customer. 100% illegal on the state of California considering it's a verbal agreement state. This is one person 100% predatory. I can only imagine if my grandmother came into that store and got a phone and didn't pay attention to the contracts. She would've had a phone for the entire block with nothing but unneeded subscriptions. Shame on you. I will also be reporting this to corporate. read more

They straight up lied to me here resulting in me having to pay more than $100 extra monthly reoccurring costs and leaving me on the hook for a $600+ device that they told me was included in my initial transaction. It's shameful how they looked me dead in the eye and lied about their services and costs. read more

Stopped in with my husband as I needed a new phone ASAP. My old phone stopped working and I needed something quick. We did wait a bit, but when we were helped, Armen did such an amazing job explaining the different promos and what we could get with our phone plan. They also had all the iPhones on display so we could decide which we wanted. Special thanks to Armen for all his help and info!! read more

I came in to the store. Nathan was my sales person very helpful. Very patient with us explained details on the phone prior to this. I had been to other Tmobile's and they weren't as detailed and patient as Nathan I will continue coming to this location and definitely we're gonna transfer the whole family over. Finally we found somebody that explains everything in details. Three phones Yeiiii read more

AT&T Store - Thank you Nathan!! - Mobile Phones Near Me - Burbank, California

If you have absolutely no plans the rest of the day and you want to wait an 1 hr + for someone to get to you, this is the perfect place to go. Staff moves in slow motion, always under-staffed so there are usually 5-6 people waiting at any given time, and nobody says hi. I've been here twice to return an item this week, but I honestly gave up trying. Good Luck! read more

Not sure why all the negative reviews. Everyone here is always super nice and they do their best. Guess it just depends on when you go. I WFH so can go whenever. read more

I had the worst experience here today with Alex. He was condescending and lazy. He provided no help at all. It seems from other reviews I am not the only one and this is the work culture of this store. My bigger problem is with AT&T that cut my service even though my bill was paid. It's such a shame when companies get so big they are untouchable but it's doesn't mean we need lie down and take it. I will put up a fight with the assholes of AT&T and never do business with them again. read more

Wow, thank the Lord that I quit AT&T four years ago and switched to Sprint. Sprint offers discounts and I've been content ever since switching to them. However, here I am stuck in this store for over 20 minutes now with my boyfriend even though there are only a few customers here. My boyfriend, Greg, was #3 in line and now he's #5. My boyfriend asked what gives and the guy who initially helped us when we came in, (some bald guy standing around on his cell phone who looks like the lead singer of King Cotton according to my bf), said they were going to be quick sales. My bf said it didn't look anything happened quickly here and I agree. And so we sat. A full 32 minutes after we sat down to wait Greg was actually called in to be helped. And all my bf needed was to buy a SIM card and get out. Wow. These people stand around on their own phones and put people in whatever orders they want to depending on how much money they think they can get off of you. Clearly I should've put in my name separately and suggested I wanted to buy a new phone so they could have bumped me to #1 in line like they did other people. Some tall, white skinny guy with short brown hair apologized to us for the long wait and he told us, "it's a process." I had nothing to say to that because I would be a fool to argue with a fool. But I totally thought yea, and when Hitler rounded up all the Jews that was a process too so WTH? Lol omg... One day I will convince my bf to move over to Sprint. In the mean time I will accept him for his fault of choosing AT&T for phone service. I will also continue to call AT&T out for their idiotic business practices... read more

AT&T Store - Mobile Phones Near Me - Burbank, California

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Awful experience. When I came in, they put me on a wait list that lasted about an hour until I was called. After multiple sales pitches and even taking down photos of my drivers license for documentation, they finally told me that the phone I was looking for was not even in stock. Maybe ask if your customers are looking for something in particular before putting them on the list next time. Over an hour wasted. Idiots. read more

Phone and internet issues are never fun to deal with and looking for the assistance that'll make a difference can be troublesome & highly anxiety provoking. Nathan rescued us! He actually found a way to save us from all our difficulties and eased all our worries. I've only decided to stay with AT&T because Nathan worked his magic and wiped out all our problems. He has such a kind- hearted, pleasant, honest, and calm demeanor despite all of my anxiety with serious phone issues. I never felt rushed nor minimized with what I needed from AT&T during this visit, and I attribute it all to Nathan's incredible professionalism. He's such an incredible gem to AT&T! Go see him; he will set you up perfectly with whatever you need! read more

Here's the story guys I've been at the store some questions about my phone I try to exchange my phone and the manager CJJ came to me and ask me what do you want to do? I told him I just want to change my phone. He told me we don't have a workers right now and you have to wait I told him how much I have to wait He told me you have to eat about four hours as of the time there is only one person at the store I told him I really have to wait for hours is telling me yes and then he starts to make a fun on me Yeah you have to wait .if you don't want to wait you can go I am so pissed off. And this is the manager can you imagine? This is the worst company and divorced store in the whole La area read more

Just have to leave a great review for Joe who helped me out with my phone today. His customer service is excellent - very knowledgeable, caring and professional. Really goes the extra mile. Thanks, Joe! read more

When to this location because have been trying to get a transfer pin for 2 days. The guy that greeted was no help. I advise him of the situation he advise that he was unable to give me a transfer pin which I find ridiculous when you are considered as one of their corporate stores. So he advised me that I will have to log into the website or the app. I assume that I never use the app if he can assist me with logging in he advised me to download the app after download the app he pretty much just sat there looking at me and I had to ask him again if he could help me, I showed him the error message that I was getting and advised that I have been getting this same error message since yesterday he clearly didn't wanna help me and it appeared that he didn't know what he was doing. Also, he told me that customer service close at eight or nine Pacific standard time which was incorrect. AT&T is by far the worst company I have ever dealt with calling into their customer service is like dialing in into a mental hospital and the patients pick up. I normally get decent service in store, but today was not good service at all. AT&T needs to retrain their employees on customer service in person and over the phone, especially over the phone. if you haven't signed up with this company for wireless service. do yourself a favor and do not sign up. I wish I could've gave him a zero star. read more

Ordered a new iPhone 14pro from AT&T over the phone.they sent me the wrong phone customer service said I could return it to any AT&T store went to the Burbank location they said I have to mail it back to At&t before I can get my 14 pro. I don't have the lady's name at the Burbank store but she had a really bad attitude. I've been with AT&T for over 20 years Time to change. read more

These guys literally waste 1 hour trying to sell you random nonsense and they've done this to us and our friends on not one but SEVERAL occasions. I understand the employees are under protocol to keep pitching every service under the sun but this is ridiculous, rude, and bad business. Worst store ever. Literally switched to T mobile. My whole family. Not kidding. Hope they treat us better. So far so good. read more

First off, let me say, I have AT&T service and it has worked well for me over the years. This store, however, doesn't measure up. I have been in the store several times to investigate new phone plans etc. and have always encountered a staff that seems like they don't care about you as a customer. Maybe they treat potential customers differently, but I have always received a less than friendly attitude from the stores employees. Well AT&T is fine, this store is not. read more

Literally the worst experience ever! I came in to do a transfer of account ownership. I was told by the rep that I had to call it in. So I call it in... only to be told I have to do this online... I do the request to transfer online via my phone- only to have it not work. 35 minutes later I'm still sitting in the store waiting for service from reps who don't know what they are doing! DONT COME HERE IF YOU WANT ANY KIND OF CUSTOMER SERVICE. These people have no clue about their own company policies. 30 minutes later some guy named Louis comes over to "help". I explain the issue another time, he immediately answers you have to call it in. I explain that someone from the store already told me to call in, I just got off the phone with another rep, who said I had to to do it online. I did the transfer online and it did not work, hence why I am in the store. He says sorry - you have to call it in. Not sure these guys are affiliated with AT&T... as they don't know any of their policies... their disinterest in providing any kind of customer service is pretty on brand read more

ABSOLUTELY DISGUSTING treatment of customers Went in for a simple change to my bill that was supposed to lower it. They instead decided to increase it by nearly 50 dollars - SURPRISE!!!!! YOU just got RAILED by another multinational billion dollar corporation!!!! Well i'm DONE. Called in only to be LIED TO MORE. "oh don't worry sir... the email you got is wrong..." ok, well send me one stating the correct information... "oh... we can't do that, but trust me... it's wrong.." what matters to these scum is WHAT IS IN WRITING. PERIOD. NOTHING ELSE. I'm finished with this HORRIBLE EVIL company. GO TO ANOTHER CARRIER I IMPLORE YOU! read more

My wife (who changed her name on her Drivers License but not her cellular account) just went in to upgrade her phone but was told she could not due to her account last name differing from her license. We have been married for 7 years and had bought new phones from that very same store 2 years ago with no issues. She has been an ATT customer longer than we have been married. She provided current credit cards with her picture on the back with her old name as second form of ID....our address hasn't changed...only difference was her last name differing from the account. She asked for a supervisor when the problem arose and was still treated smugly. Who would steal someone's phone, try to assume their identity then upgrade said stolen person's phone and pay the upgrade fees in person? Makes no sense. I would not recommend this branch to anyone that enjoys any sort of customer service. read more

Long story short, avoid ATT at all costs. Get a different phone carrier and do not make the same mistakes my family has. I came in for the trade in promotion for an iPhone 15 pro max. The man who helped me told me my plan was outdated and that it did not qualify. He told me he could update my plan so I could qualify and that the new plan would be $5 cheaper than what I owe. He also told me with this new plan I would have a free insurance coverage over one line. After a couple week had passed by the new bill was available and when I checked it, it was to my surprise that my new plan was actually $40 more with an extra $17 charge for the insurance line that was supposed to be free. I called ATT customer service and they told me the location I went to lied to me about the plan and then changed my plan over the phone but told me to call the location to file a complaint. I called this location and the manager explained how the customer service line was incorrect and it was a system error that did not apply the discounts. I was also never made aware that I would have to enroll in autopay/paper less billing to even get a discount for the cheaper service by the employee at this location. All in all, just go with another carrier because since 2013 we have always had issues with this carrier and billing which is a nightmare to say the least. read more

Called to check if they have the new iPhone in stock they told me they can't tell me over the phone. Horrible customer service

Customer service here is horrible. They promised a $300 gift card if we would switch to At&T from Spectrum. We only had to have it for 6 months and they would receive it in the mail. We followed up and every month and nothing in the end. Called this store and explained. The girl I spoke to kept saying it didn't happen in their store and then hung up on me. This is so unprofessional and rude. Clearly not enough training here to have better skills in communicating. read more

Terrible service, you don't get greeted at all. And if you come with less than 30 mins prior to closing expect to ask 3-5 times if you could pay your phone bill. Pathetic. read more

Five stars, only because James saved the day. Showed up at the store at 4:55pm- store closes at 6. Gave my name to the woman -Amy? who said I was behind the guy outside, and to wait behind him (COVID distancing). I did. Guy was taken care of, my daughter and I still waiting in the hot sun, masked. A customer leaves the store. Three associates inside the store waiting up front, not offering to help. Left and dropped my daughter off for an appointment. Came back at 5:50 and entered the store again. James asked how he could help, was surprised that I hadn't been helped earlier. He helped me upgrade to a new phone (jumped 6 generations of tech). No need to get the sim card out of the drowned phone- my number had been magically transferred to the new amazing phone. I was out by 6:35pm. Thanks a million, James! Stay safe and keep on being awesome! read more