Visited ATT this morning to get help with my recent change of service providers. Arpana was ready and willing to help me out with my questions. She was very knowledgeable and patient, and solved all of my issues. Thanks Arpana! read more

Customer service is bad. I wasn't acknowledged for 15 minutes and waited an hour more without being taken care of. By the conversations the two employees were having with customers, it appeared the employees were stalling. See you would chicken out and take the next customer. read more

Requested an appointment online. The message said it's not confirmed until someone contacts me. Never anyone contacted me back.

Dropped my phone off for trade in appointment. No receipt could be emailed or printed. Printer out of paper. They told me to come back tomorrow and get a receipt when manager is present. Asked for a name of who I'm dealing with. They gave a name but no id to verify when I requested. I said I want my phone back bc I don't want to leave $1100 piece of merchandise without transaction history to verify. They quickly locked the phone in a drawer and said I cant do this because they already processed the transaction but still could not give me a receipt. She said I could sit on the slouch and wait all I wanted. Shady, dismissive and not reputable customer service. read more

Very good service all of them is nice.shop very clean next to Safeway shopping.Kevin help us a lot my English no good but him try to help me and understand it. Thanks read more

Great service by Sebastian and Arpannaa! They are patient and professional. Highly recommended!

Staffs are rude. We walked in and the guy working there still sitting down and crossing his arms. Didn't even greet us. We're the first one to say something and we said we needed help with our phone. He's still sitting down, arms crossed, eyes locked on tv screen and he said "whats wrong with your phone" with a very rude tone. At that point we just wanted to leave. Eventually another lady who looked like she works there but currently not in shift was more helpful than the guy. AT&T, train your staff in this location better. read more

I recommend this AT&T store location , I had to reactivate my mom's phone and Kevin helped us in 10 mins. Very friendly , helpful and quick. I will always go back. In addition to the convenient location and parking . Thank you ! read more

They don't acknowledge you when you come in - don't even look up and make eye contact. Don't have prepaid SIM cards in stock. What's the point? read more

Worst experience ever I had in AT&T. The lady with long curl hair was very inpatient. I told her my friend was in cross street walk here, she still keep asking due to she has another client. Excuse me be a good customer service you need focus one customer then help serve butter one. When I tell her cross street be patient, she just argue back with me woooo I want to know how you do ur customer service. BAD read more

Today I went into the AT&T store in Burlingame California for a screen protector replacement for my iPhone 15. When I purchased the screen protector, I was told I would have unlimited free replacements. Today I was charged $10 for "insurance." on a new screen protector. The employee told me that after you use a certain amount of screen protectors you have to start paying $10 each time for a new replacement. This was not disclosed to me at the time of sale. AT&T store Burlingame , I'm very displeased with the unethical business tactics selling me "lifetime replacement" products and then backing out on your word. read more

t's a horrible place, spoke with a horrible-looking person whom I could not determine its gender and seemed to be a health-hazard and it said, I can't help with your issue because we're just an authorized retailer and have nothing to do with at&t although I had called earlier that day and person said they could help me with the issue and that they were open until 8. I asked for the manager and it said, "I'm the manager" and another employee nearby confirmed it. I asked for the name of its supervisor and it said it didn't have to provide that. I got the impression that it was part human and part animal because it released several stomach gas inside the store. Just a big pile of mess. read more

I went in to activate a new device and the employees we're sitting around the sales floor not really helping. Once activated they mentioned my fee would be waived. Great! But then they added the line Protect Advantage Insurance without my knowledge. I didn't notice until I received my first bill that my $20 plan was billed at $48. Thanks for waiving my $35 activation charge but over charge me $28. That practice is absolutely unacceptable and unlawful. I'll never return to this store for any further business. read more

Unbelievable AT&T has a store liked this one. I walked in the store for upgrading my phone. Surprisingly three store workers pretended seeing no one. No one greet me when walking in the store and took 5 minutes plus to finally got one of these store worker's attention. A nice store in the heart of Burlingame with workers liked this? Wonder how long can it last??? read more

The two employees I worked with at this store are incompetent, rude, and condescending. I really wish I had read the reviews and avoided this store because it seems like numerous other people had terrible experiences here. I went in to sort out an error they had made on my previous trip in and they were both extremely defensive and tried to bully me rather than help me. I've been a loyal AT&T customer for decades but I'm leaving after this experience. read more

The staff there are super rude. They look like they hated their job. They were sitting down doing nothing and acted bothered when I went to the store to ask for help activating my phone. read more

Extremely RUDE and ABUSIVE employees. AT&T should think of a NEW management that will be very thorough while hiring representatives of AT&T. My family and 2 friends went to this location on primrose to switch to AT&T from another carrier instead, wild, abusive worker made sure we'll never ever return. Disgusting experience, especially that AT&T is encouraging shopping online from A to Z. In store employees in this case most definitely harmed the brand AT&T and shouldn't be employed. Especially work associated with public. People use to take pride in representing brands they work for. Now, these employees are abusive, use profanities at customers and have ZERO fear about consequences of being fired for making customers disappear and receiving such an embarrassing feedbacks. Shame on you AT&T for hiring such awful representation of your brand. You use to be such a fine brand. Shame on you for not checking up on your employees and getting rid of ones that embarrass your brand. read more

Trevor was so knowledgeable, efficient, and helpful! We had an account problem that we went through multiple phone calls and other customer service agents but still couldn't get it resolved. We decided to go into this AT&T store and Trevor resolved our problem in a matter of minutes. We really appreciate Trevor's genuine friendly attitude and can't thank him enough for his help. We need more people like him :) read more

Let me just say customer was pretty good! Flor in particular was very sweet. The reason for the 1 star though is because it is ridiculously hot in that store i wasn't even able to shop in peace as a matter of fact if i can give 0 stars i would! How do you guys allow for your poor staff to be working in those conditions. I didn't even buy a phone because i was not going to be able to sit in that heat for the time being. Terrible! read more

excellent service, very helpful and kind staff. a young man by the name of Jade went above and beyond to help me get a new phone when mine broke during travel in-between connecting flights. Got a new phone and was in and out so quick I had time to have lunch before heading back to the airport. as a traveling service member, time isn't always on my side, but coming here was a good decision. read more

disrespectful staff. contempt and discrimination. really bad experience. Staff just want to sit around and really don't pay attention to customers read more

This is the best AT&T store location that I've been to. The guys who work here are extremely helpful, friendly and knowledgeable about the phones and carrier plans. I went out of my way probably passing by about 6 AT&T stores because quite a few times in Oakland and well as other locations, the employees take no pride in their jobs. At this location in Burlingame, you won't have to worry about bad customer service. read more

Super helpful folks--we were with Verizon and we have shitty coverage where we live, and AT T promised better area. The jury's out on that one, so far not really. But this review is not about their actual technical service and more about the shop, which is awesome. The people, despite the fact that the wait was loooong, but no fault of theirs (though now that I think of it, they could employ more people). Once we got to the front of the line, and the employees started helping us, they were not dialing it in (haha, sorry just have to laugh at my own jokes :-), but no they were super on the ball and very attentive, very present. To be honest, my husband did most of the transactions and figuring out of the technical stuff, while I sorta just zoned out and dooodled on my book and read at the same time. I didn't have access to my phone because they needed it. It's a convenient location though parking is a bit tough--it's neat and clean inside, though they need more seating, and given the wait times are so long, if they made things a bit more customer centric, e.g. maybe a jug of water or something. In all, it's a pretty good place to get done your business. read more

The worst customer service ever. My friend wanted to open a new line for her husband (who doesn't speak English as he just moved to USA) and spent an hour talking with a representative left with no service at all. All he got was SOS calls. As she was busy at work I went with him with hope to resolve it but instead I got the worst attitude. I was told they couldn't help me with no account owner which I understand. However, the way the manager was talking to me was disrespectful. The manager or whatever he named himself was so rude. On all my questions the answer was "we need the account owner". I mean literally, when asked why my friend wasn't added yesterday or why he kept saying the same or when asked to call a manager the answer was "we need the account owner". Whatever I said the answer was the same. I have never seen such a rude attitude whatsoever. read more

Exceptional experience activating my new iPhone at this store this morning. I have never had such a painless experience as an AT&T customer. I was greeted as soon as I entered the store and had a short wait before a team member was available to help me. Brooks activated my phone so quickly and guided me through the process smoothly and clearly. It really was an easy experience, and I'm so glad I came to this AT&T location. read more

I went in during business hours (4pm on a Friday) and the lights were off and the doors were locked. There were no signs on the door to say they were closed or out to lunch. I called customer service and they told me the store was supposed to be open. A few minutes later I saw a woman sitting in the dark at one of the computers. She never looked up from whatever she was doing. She got up at one point and disappeared in another room for several minutes.I knocked on the window to get her attention. She waved me away, that motion where you want someone to just go away. Another customer arrived and also saw her and asked me what was going on. After literally more than 10 minutes, she turned on the lights, opened the door and sighed loudly, like she was terribly inconvenienced. I never saw anything like that anywhere, ever. She told me she wouldn't help me because I was rude enough to ask her why customer service told me the store was open but she was sitting there in the dark, waving customers away. She really didn't like anyone asking here what was going on. I had to go to another, almost as useless, ATT office in Hillsdale, to get some service. I wouldn't go back to the Burlingame store if they were handing out totally free iPhones and giving free lifetime phone service. That woman needs a different job, she obviously hates dealing with the public. She's giving AT&T an even worse reputation for crap customer service, if that's even possible. It's a miracle this joke of a store is in business at all. Avoid this place like the plague if you actually need any customer service. If you enjoy wasting your time with sullen "employees", by all means, get yourself "serviced" here. Just remember to bring your own vaseline and knee pads because you will spend a lot of time bending over... read more

From the moment I walked in the first thing this lady said was we don't fix phones here , if you'd like I can give you a few names that fixes broken phones (her exact words)!!! I said I'm buying a new phone to replace this one... she turned around and proceeded towards her computer and I guess I was suppose to follow her. While she was looking up the account info after about a few minutes -- I asked her if she would be able to transfer all the info from the old to the new phone like they did the last time ? But wait.... while I was asking her she must have interrupted what I was saying to her 3x's with her quick "we don't fix phones here and I am not a technician?" I was confused ????? That response was due to the phone that I was holding that she kept looking at !!!! She won't let me finish what I was telling her so how can she possibly know the answer to my question!!! I've never had a problem with anyone in this store before and I was shock with her behavior ... I asked her what was wrong her and she responded with "excuse me" I said yes what is wrong with you are on something -- her response was "I have the right to refuse you service!!" , again I said what is wrong with you are you on drugs? Her response was "GET THE FUCK OUT OF MY STORE!!!!"... I have been a customer of AT&T for over 10yrs... I barely get out of the house ever since my son passed 5 yrs ago. But I choose kindness and understanding first above all things (but when she told me to get the fuck out of her store) I was shaking so bad that I couldn't talk to the manager and told the manager that I will address this when I've calm down and my blood pressure controlled (because I am sick with a serious heart problem). I was willing to work patiently with this girl Briana I think her name was... but I was treated so badly and I will not tolerate her behavior and she needs to apologize and not the management . read more

So it sounds like Michelle is the go-to person at this AT&T store. She is so kind, approachable, calm and relatable! We walked in about ten minutes before closing, yes we were THOSE people but we called ahead and let them know cause we were in a desperate need to replace my SO's phone. It was officially on its last moments of iPhone life ("water" damage from sweat, multiple falls, broken home button, faulty touch screen). Michelle was still nice to us and it was 15 minutes past closing. We picked up a new iPhone 8, glass screen protector and a case. read more

I tried to work with Joseph, who proceeded to threaten me with violence and repeatedly told me he doesn't care about his job in full view of two other co-workers. He said these things while walking directly into me, face to face to attempt to threaten me. Why an ATT rep is being this aggro, I have no idea. Joseph claimed I got "snippy" when I said I had to go back to work. I mean, as much as I love having ATT employees threaten me with violence, I honestly did need to go back to work. Joseph and the staff that day were probably confused by the word "work" as all 3 were watching TV when I walked in. PS: I was trying to port over a phone number from VZW. At the end when Joseph was threatening me with violence, he said it wasn't his fault he couldn't port my number from "T-Mobile". So yeah, odds are Joseph may have made an error on that one too. read more

I came in with an issue as I had purchased a sim online and the system was having issues recognizing it. Trevor helped me call customer service and we both went through the hoops until we got to the right person. This entire ordeal took over an hour but he was able to get it sorted and everything is working perfectly. Trevor, thanks again read more

I wasn't going to leave a review, but after reading the other experiences I read in the past, my experience is not isolated. I'm surprised that the manager (I'm assuming he is) is still there. He is the most rude, non-customer focus person. Some background: 2 1/2 years ago when I purchased my iPhone 12P at the Apple store in Burlingame - I had to trade in and get my plans updated at the AT&T store. At that time, there was a great, customer focused manager and he said in the future, please go directly to AT&T and upgrade the phone there instead of Apple. Fast forward 2-1/2 years, keeping that in mind, I did upgrade my iPhone 12P to iPhone 14P last Friday through the AT&T Store in Burlingame. The young man (Jeff) that helped me was very helpful, but their online system kept crashing and had to do the same transaction 5X. The store personnel were not clear in communicating on what to expect for the next steps. I got an email from AT&T with a monthly fee that is $50 a month more than quoted. I went back and was blown off - don't worry about that, ignore that message, you will get a new rate once you turn in the phone (should have said that earlier). I got the phone during the weekend, and turned it in on Monday night. The woman that worked there was helpful. She said I was going to get the maximum credit of $800. I was busy setting up my new phone, and signed the trade in paperwork. When I got home, I saw that there is a trade in value of $350. (my fault for not catching sooner). I called the next day when the store opened at 10 am. I was trying to explain to the store manager, and he hung up on me (or conveniently disconnected). I called again, and another rep answered, who was more helpful, but he wanted the password of my iPhone. Not comfortable doing this -- I drove to Burlingame from SF. Both manager and other rep were helping others. I was asked to wait. I was sitting down and someone else came in, and the manager, once he was done with his other customer, proceeded to help the person that came in. She was kind enough to say - "I think she was here first". So when I showed the manager the paperwork, he said you are getting $800 (pointing out to the fine print - you MAY get $800 credit if you are in a plan. I pointed out what does the $350 trade in value mean. He said - that's the value of your phone. I was still confused - he got really frustrated with me - said something under his breath, went into the back room, growled - he is totally frustrated. He just said wait for a couple of bill cycles and come back if you don't get the $800. And to top that, in myAT&T app, my new monthly charge is $13/month more than quoted by Jeff. The manager is the rudest customer service person - vast difference with Apple personnel. If I had to do this over, do everything on line with AT&T or go to another carrier. This is my recommendation for other people who are planning to go to this store. read more

I got a new phone at this store. Months later realized that the sales rep had added protection plan even though i declined it and next up plan without asking me. I only noticed it after checking my bill and realizing $24 extra monthly charges. I'm sure a lot of people will not realize it. Seems like a dishonest sales tactic. read more

The gentleman that helped me at this location was so kind and nice. I needed a screen protector replaced on my phone, and he made the transaction so seamless and quick. Will visit this location again for my AT&T needs. I wish I remembered his name to shout him out specifically. Best customer service I had at AT&T in a very long time. read more

Five-star service for the manager Daniel Lawrence. We were very fortunate to have him help us when I walked in with my daughter on a weekend afternoon during her spring break. He was very thorough and super patient with us even though he was short staffed. He stayed available for a course of few months when we have questions and concerns on the first bills and statements. He calls back few times to go over the billing details and explain each charge I had questions about after we first signed up with ATT. Great services! read more

At&t has tricked my father for 30 years. I go into this place for help and nobody cares or listens. If you wanna waste time go here.

Review of my most recent visit: Sullen member of staff didn't acknowledge me on the other customer who walked in just after me. When she finally got round to serving me, she struggled to listen & it took several explanations before she understood the fairly simple thing I needed help with. She tried everything to avoid actually doing the task - kept on telling me it would be so much easier if I phoned AT&T and did it that way. But she seemed to be talking about how it would be easier for her. And when challenged, admitted it wouldn't actually be easier for ME. She remained disengaged to the point of rudeness throughout the entire interaction and screwed up one of the things I asked for (possibly what she meant by easier for me to get my needs met was an oblique reference to her own lack of competence to assist?). I will have to go back midweek and cross fingers I get a different employee to talk to - I've had positive experiences in this store on prior visits. read more

Absolutely love the customer service at this store! Brandon helped me with a new phone purchase last year, I couldn't remember his name because I'm horrible with remembering names, but I definitely remembered the services! So this year when I wanted to get 2 new phones as gifts, I definitely wanted to give my business to the same person. I no longer live in Burlingame area but I still drove across the bridge (and probably passed 5 at&t stores) to come back here just for the service. Long story short...I came in the store, remembered the wrong name but got the right person. Lol . Brandon is super sweet and patience. You can tell when someone has your best interests at heart versus a sale. So ended up buying 2 phones and multiple accessories for each phones, and am planning on being back to see Brandon again when the store get new "toys." For sure Brandon got my loyalty and business for the future. read more

This Review is for the customer service rep Breanna who I unfortunately crossed paths with back in early September. The screen cracked on my current iPhone the night before I was scheduled to fly out of the state. I went in to buy/replace my iPhone. They did not have the phone I wanted in stock. Breanna checked and found out the phone was in stock at the Palo Alto location. I planned on driving down to Palo Alto to buy the phone from that location (It was 1 hour before the stores would close). Breanna insisted that she will process the order at the Burlingame store (So she can make commission even though she didn't help me at all). And promised me it won't take long and that I will still have time to drive down and pick up the phone before the AT&T Palo Alto store closed. 30 mins go by and she's still not done processing. I remind her that I need to get down to Palo Alto store before they close. She's still insisting that I will be able to make it down there and that they will keep the store open for me if I'm a few minutes late past closing. Long story short, She is not able to finish processing this purchase in time. I am now no longer able to get down to Palo Alto in time to get the phone before I leave for my flight the next day. This would not have happened if I had driven down to Palo Alto to begin with and just purchased the phone there. She has now wasted over an hour of my time and I'm not able to get the phone that night. (She is still not done processing the new phone). I told Breanna to just cancel the entire order completely and I'll just get a new phone when I get back. She promised she would (She didn't). weeks later, I get my bill and it is significantly higher than it should be. In addition to a bunch of additional upgrade charges added onto the bill, I am now paying an installment plan on an iPhone I never ended up buying. I just spent over an hour on the phone with an AT&T customer service rep to UNDO all of the false upgrade charges she put in that day. and take out the installment plan bill on a phone I NEVER EVEN BOUGHT. It turns out the reason she probably had trouble processing the phone purchase that day is because she put it under the wrong account. When I was on the phone with customer service trying to fix all of her mistakes, the AT&T rep said Breanna associated the phone I was trying to purchase with the wrong number. Thank you to the AT&T service rep who spent over an hour looking over all the false code charges Breanna put in that day and getting them taken off, and taking out the installment plan monthly charge on the phone I never ended up purchasing. Breanna was unprofessional, rude, had no clue what she was doing, and is just a flat out liar. All she cared about was that she got her commission. Her incompetence wasted too much of my time. Please ask for someone else to help you if you go to Burlingame's AT&T. read more

I trade-in the phone on At&t's trade-in site, and the last step shows that I can drop the phone in the store.So I came to this At&t store closest to me. An employee named Brian Sanchez greeted me. I told him I didn't want to mail the phone, I wanted to return it to the store, and showed the page on my computer, I had three options, one of which was to return the phone to the nearest At&t store. When Brian learned of my intention, he told me that I had started the Trade-in program on the Internet and could not return the phone to the store. I said there is an option to return to the store on the website. He said unless I delete my Trade-in program and start over. I was puzzled but I could totally see his attitude that he didn't want to serve me. I asked him again that I can't return the phone to the store? He said yes, print the return label and mail it. Ridiculous, my intention is to return to the store! So I drove to the At&t store in San Mateo. Here, Tyler W received me very warmly, After looking at my computer and easily operated the shop Trade-in program for me through At&t's work Ipad. It only took 10 minutes. Immediately after that I called the Burlingame At&t store and asked Brian why he wasn't doing his job and he hung up on me three times! And refused to tell me his name! After I went back to their shop again, I got his name through his other colleagues! I just want to say Brian, I am ashamed of what you did today! Do you take customers for fools? You eclipsed the At&t Burlingame store in an instant! Such an employee also claims that he has been doing it for 15 years. Terrible! read more

Brandon is the best customer care rep I have ever dealt with in my years of mobile store experience or just in any service business. He is patient, knowledgeable, smart and he simply cares. We need more people like him in the service industry and our world would be a happier place. We are grateful of what he has done for our cellular and internet needs. Keep up the amazing work! read more