There really should be a no star option for this store. I went in to get a new phone. There were three men in the store. One was watching TV. Two were conversing. No one acknowledged me. Not hello. Not, this will be a few minutes. Since none of the men were dressed in a way that looked like they were at work (old tee shirts and jeans) I couldn't even figure out who worked there or if anyone was a customer. After waiting 20 minutes my husband met me there. I told him I had no idea what was going on but no one acknowledged me. I didn't even know which guy was the employee. They were speaking Spanish. My husband went over to them and asked if we could get a phone. Finally the "employee " came over to me and said he was busy. I told him that it would be appropriate to at least acknowledge a customer when they come in. He got REALLY nasty and said he was too busy and I should find another store. I said I would but I'd also write a review about my experience. As we left the store this creep was shouting expletives at me. Honestly it wasn't a bad experience. It was a disgusting experience. Is this the best AT&T can do? I wholeheartedly suggest no one ever enter that store again. It was soooo creepy. read more

Hahaha what a joke of a store! Customer service is not a thing this place knows of. Should have read the reviews first. Could have sold me a new phone but the guy named "Issac" didn't seem to want to help me at all and had a horrible complete crap attitude. Told me to take my phone to a place that fixes phones. That was it. Nothing else. Would barely make eye contact with me, had a bad attitude and seemed extremely annoyed that I was asking for his help as he kept looking me up and down as if he had an issue. I do not recommend this store to anyone. What a joke read more

The reviews are exactly right. No one at this store wants to work. I went in to get a new phone because it cracked and the employee did not want to help. She told me to go online and do the claim myself. So I did, and left. I then went back another day to make a payment and the guy told me he can't see my account so if I told him how much I'd want to pay he can just create that amount and charge it to my account as a credit ... like WHAT? I have never had this type of service at any AT&T store. This location needs to get better employees or shut down. read more

Awful service. Neither of the 2 people working were helpful when I went to pick up my upgrade. The person helping me walked in the back and never came back, when I asked about the upgrade. I waited an hour for the worker to help me out. read more

I went in to the store in the Capitola mall last week and asked them to check coverage in Oregon. The ATT rep replied saying "We only serve the U.S." Ha ha. He didn't know Oregon was one of the US states. He had to search for it. Moreover, ATT does cover other countries. Then he started getting snippety saying "there are things we know that you don't know". Not professional demeanor. At that point, two guys from the back office stepped out in a menacing manner, continuing in the same rude tone, saying "We only work in California, so we don't need to know about anywhere else". Seriously? It's general knowledge - Oregon, the state that borders California to the North!! The staff at this store are not professional, are not well informed, and are simply not customer friendly. I left saying "Have some respect, even if it is only for the fact that I am an older person". The immediate reply was "well, you should also show some respect", when I had not been disrespectful in any way. Would NOT recommend this store, and ATT probably lost me as a customer as a result of the behavior of the staff at this store. read more

They try to upsell you on everything. I told the man I needed to call my partner who was also on the account and he literally told me, No you don't need to call him. You need to decide right now! Trust and believe I called him anyways! He signed me up for AARP even though I already qualified for free installation or setup through my teachers program. Total frauds. I also signed up for the highest data plan and when I said I couldn't even watch YouTube he said it was because we live by the ocean. ‍ read more

I bought a defective phone in this AT&T store at Capitola Mall store 3 days ago, the very pleasant and professional staff took 2 hours trying to get it to work properly. The speakerphone didn't work - it cut out as soon as the phone answered. I came back the next day because the problem still remained and once again the fault seemed to go away. It was intermittent - the worst type of problem. Today I went back to return the phone and was met by someone called Joseph, claiming to be the manager. No badge, no AT&T insignia and an unbelievably belligerent type. I obviously don't want to be stuck with this expensive phone for three years, so I brought it back to swap for another of the same model or any other - just not this defective one. He suddenly said he would do nothing for me - no return nothing and threatened to have me escorted out by mall security. I was polite but firm throughout, not wanting to be bullied into being stuck with this 3-day-old phone or a $55 restocking charge. This is not AT&T - it's a licensed retailer called Bluelink, the employee claiming to be 'the manager' is Joseph. The situation was outrageous and needs to be addressed urgently. Joseph needs to be dumped immediately. He has a reputation for this type of behavior, known to other local AT&T stores. If you go in there and see this guy with a huge black beard a load of heavy gold chains and no AT&T badge - just leave, buy elsewhere. read more

Awesome customer service! Very knowledgeable and the best part? They don't push their personal choice of phones on you. They attend to you and answer your questions without bashing the iPhone and selling their Android products. That's excellence in customer service and unbiased opinion! They're not clueless either about the capability of an iPhone! I like these guys! Professional all the way:) read more

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

I went there today after having a problem with a new internet and home phone installation order, as well as the pricing. I went into the store and spoke with a manager, Mario, who put me at ease. He corrected everything, while explaining all the details. He was much easier to deal with than someone in a foreign country on the phone. I highly recommend the store. I will definitely use them again. read more

If you call the store for help you speak to a robot. They can't comprehend your voice or number commands, 30-45 minute wait to speak to a rep so I choose to Recieve a call back from the store. I Recieve a call back from Texas telling me I need to contact the store to inquire about inventory. Who am I calling? They say robots are going to take all of our jobs but they got some of the stupidest Robots and least helpful customer service around! read more

Don't waste your time going to this location they had one employee working and six customers waiting in line I left after waiting for 30 minutes. Totally poor customer service the employee that was working while he was working study did not even so much is step outside and acknowledge our presents or make any contact with those of us waiting in line. read more

Ever have a hankering for being treated like an idiot and condescended to? Well this is the place for you! Love service businesses that make you feel like you should thank your lucky stars that they are there to take your money, thanklessly? Step on in! This business really raises the bar in customer disrespect. They will make sure that when you leave their own ego will be satisfyingly inflated. I would venture a guess that they know darn well that your business options are limited and they take full advantage of this. You will see :D read more

I had an iPhone 5. It was cracked for many reasons: I do not have a case, Gavin kicked my phone from my hand last September, and the mishaps that would occur for the butterfingers known as "Tram". I was eligible for an upgrade. I waited. Replacing the screen cost about $170 so I stalled until it finally gave out. Not Yelping, not taking pictures, not listening to Pandora whilst driving was unbearable to say the least but I was determined to go to AT&T the following day during lunch. Craig told me not to buy the phone because he'd plan to buy me one for my birthday that is coming up. I now have a phone that works, I now have a case, and I can finally type w/o fear of getting cut. Behold the iPhone 5S!!! The gist: - friendly staff - small store - lots of up selling - dude wanted me to change my unlimited data option (I'm no genius but I'm no dummy either) - call ahead if you want an iPhone - checkout was a breeze This review is mainly because I feel so grateful to have a boyfriend that thinks about me in every way possible. Last night to kickoff my birthday (my birthday is in May but I told him last night that I was going to start today, haha) so he brought down a package. I opened it to find a pair of yoga pants from Lululemon Athletica. No wonder the damn thing is expensive; it flatters your body to the max! Thank you for the phone, babe and thank you for the sexy yoga pants that I am actually rocking in right now. read more

When I went here two years ago, the service was amazing. Despite the long lines folks helped you out and they went above and beyond. No longer the case and it is very disappointing. I like putting my money in local businesses (local being defined as where I live, I know it is a corporation) and unfortunately my experience here was less than stellar. I thought going into the store my adventure in cell phone purchasing went off to a good start. I was greeted but at the time I did not have any questions. I caught the crew in between a shift change because two guys left and then I waited about ten minutes until someone came back from their break.... The woman who attempted to help me was of little help. She did not know the products except for what was on the website/the reviews. It was very apparent that she had not played with the phones or gotten a spiel together. Perhaps she was having an off day but it appear that she did not give two craps about helping me out.... so ultimately I ended up leaving. read more

Stay away from this store. I only gave a score of 1 because zero was not an option. I walked into this store seeking help getting my new AT&T phone activated. The employee who said he was the manager refused to help. There was only 1 other customer in the store and that customer was being helped by another employee. So the manger, who would not give me his name, was free to help me. He just didn't want to. He told me that he would not help me because they were "not a corporate AT&T" store, but were instead a franchise. I showed him the paperwork I got with the phone that said if you have any trouble, come to and AT&T store. He didn't care. He said my paperwork should have shown a website I could go to, to activate. I had all the paperwork with me. I asked if he could point out the website or just tell it to me. He refused. He gave the weak excuse (a lie) that the website was "personal data" and he was not allowed to disclose it to me. The double-talk was rife with this one. Go ANYWHERE ELSE except for this store. My next letter will be to AT&T corporate. read more

I was disappointed in the experience I had at this location. STAY AWAY if you don't want to be lied to and not have a thorough explanation. I was initially happy, but then I received an email for phone insurance enrollment. I specifically told the sales rep that I did not want the insurance because I have it set up through my credit card. Then I found out he gave me the wrong bundle information discounts. Guess what? I don't get the bundled discount. Then there's this $5 monthly fee on some program I wasn't informed on. Really? We sat with this rep for like two hours to get two phones set up. He seemed thorough, but when the bill came in, surprise-surprise! Ridiculous! Don't come here. read more

I drove down from Santa Cruz to return my old iPhone 7 after purchasing the iPhone 8 from Apple. I was told by both Apple and another AT&T location that all I needed to do was go in to an AT&T corporate location and drop off my old phone. I was "helped" by David, who seemed to not know what the process was to do the return. The manager (I didn't get his name) came over and, instead of guiding David through the process, simply told him to look it up, and then went back to stand at the door and do nothing. This whole process took over half an hour, and at the end of it I was told that they can't even process the return because they're unable to print a shipping label. A complete waste of time, and the staff was, in addition to being uneducated and unhelpful, entirely unapologetic. DO NOT WASTE YOUR TIME HERE. You're better off calling the customer service line. Will not be back. read more

Made appointment, brought ID, old bills, walked in on time, no waiting. Richie was my sales consultant, helped me transfer account from old iPhone to new iPhone and activate phone which had been problematic. Very helpful, patient, worked through all problems with my account and phone use. Great! read more

Unhelpful in the extreme. As an AT&at customer for decades, I'm finally looking elsewhere for a phone carrier.

I hate dishonesty. I purchased my own Pre-Pay Cell Phone for a pre- pay subscription They lied and sign me up for regular service... then told me that Per-Pay had a worst service coverage, which is a lie, it's the same network. Today I received a notice from AT&T that I was also signed up for a protection plan at $15 per month additional. Again, the clerk at the store signed me up for another BS service I didn't ask for. The clerk gave me a AT&T business card with her contact number, I tried to call, but the number she wrote on the card was "Not A Valid Number" What a total bunch of BS all around. read more

I walked in hoping to resolve some issues on my bill. The 2 employees that were there were scattered and just chatting it up with 2 other customers the entire time I was in the store. No one approached. No one did any sales work. And after waiting for 20 minutes the employees were still chatting it up in the corner. Extremely unprofessional and I had to go to a different location which costed me time and money. read more

Terrible service. Employees are unknowledgable and unhelpful. There's a line of people and they were talking about personal things to clients while others waited. They changed ownership and it shows, sloppy service and when I asked about plans they just looked it up on the art website like I already had done. read more

If I could give it 0 stars I would. I've had AT&T for over 15yrs and I've never had such bad customer service at any location except this one. I waited for over 2hrs and the representative was still helping the same customer. He took his sweet time and didn't seem to care that there was over 10 people in line waiting on him. I left after waiting for 2 hours and 15mins!! We got very angry, 2 elderly men started yelling at him from outside before leaving, unpleasant. SMH. If this store doesn't have enough staff to run it, maybe they should be an appointment system! Outrageous. I went to the Los Gatos location later that day and got an upgrade, bought aipods, bought accessories and payed off my old phone, did all of this under in about 30mins. Don't waste your time at the Capitola location, go somewhere else!! read more

A thin glass cover for $40 is one thing. Not offering too install it is another. Me trying to apply it correctly perfect and getting bubbles is frustrating. Now it looks worse then ever, thanks! read more

If I could give 0 stars that's what it should be. This company has given me the run around making me come into the store every 2 months because instead of my bill being charged monthly I'm being billed paying every 2-3 weeks. I spend hours at the store or on the phone trying to fix this problem and come to no resolve as they tell me it won't happen again and every few months it does. We had a grand-fathered in plan all unlimited they talked us into switching to another plan saying it would save us at least $30 per month. But the new bill came and the charge is now $160 for 2 lines , we use to pay $138 per month. It's all lies deception and terrible customer service. I'm so frustrated this is a horrible company. No more we are switching!!! Consumer affair will be notified too of this shady business practice! read more

We came today to ask a simple service question and somebody named Josh told us that we either must buy a new more expensive phone or will be disconnected but keep paying for phone service. We have an option, he added, just to quit, nobody cares. He was making faces and laughing and looked under the influence of something. We are with this company for decades, 6 people in my family are using the service. Well, I guess it is time to go. When I approached the manager called Mike, he didn't want to address the customer service issue, but was trying to sell us new phone instead. Pick another company or at least location Names may be not accurate as they are not wearing badges. read more

This store is always a little busy when I come but they do a great job of getting you on the list in a quick and friendly fashion. They are always happy to help and go above and beyond with their customer service. Even if they are busy they offer you a chance to look around the mall and text or call when it's your turn. Also you can make appointments and skip the line. This store is the one I choose to go to because I do ways get great service. read more

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

Best tech help EVER!! We went in because my AT&T account was deactivated (and I missed the email about it). It turns out someone had committed fraud by buying a new phone using my info. Alejandra was able to get us all fixed up. She was patient, quick to get things figured out, and provided excellent help getting our old phones updated. It's not very often that I feel positive about a store visit like the one we had today! Thumbs up for Alejandra! read more

You can't fault the folks who work here -- they're undertrained and understaffed. But honestly, you're better off waiting on hold for 30 minutes with AT&T phone support than waiting 30 minutes to be helped in the physical store. Wait times are long, staff doesn't know how to properly do simple tasks (activate phone, update service types, etc.). And at the end, if you're successful in getting what you came for, you end up with a stunningly mediocre AT&T wireless plan. Avoid at all costs -- use the phone instead. read more

Yovania is great Very helpful and friendly was able to help and sort out my issues! I have been to this store plenty of times but never felt like I get anything sorted or leave more frustrated Honestly I have not been in the store with a issue for maybe a year But I was dreading coming in but yovania is awesome Thank you!! read more

I went here yesterday to buy a gift card. 6 employees on the floor - two customers - and I had to wait 10 minutes to get helped! There were two customers being helped by two employees. There were two "greeters" and two more employees doing nothing to help customers. At one point, someone went in the back and I saw two more employees. After one of the employees helped a customer, they left to go on break while I still waited with four employees doing NOTHING! Never again. read more

Worst AT&T store ever!!! I've been with AT&T for over 20 years and going to this store is like a nightmare! Very frustrating and even the manager is incompetent and not helpful at all. No words to say! read more

The most worst and most incompetent customer service of any company I have ever dealt with. I have had an on going issue for 6+ months and still no resolution after hours and hours of trying to resolve. read more

was told we could trade in phones for iphone 13s. when we came back to return them we were told that the deal never existed. scammed us out of hundreds just so their sales could go up. never ever go here and if you are thinking of swtiching to AT&T dont. Horrible. read more

Went to ATT on River St not knowing dif between corporate (41st) & this contract store. Cancellation got screwed up & ATT came in like wild gorilla demanding cost of phone even though it had been returned. Wasted lot of time talking w/them trying to straighten it out but to no avail. I got zero customer service & then they turned it over to collection agency. I will never pay for a phone that's in their possession and I will never be their customer ever again. Any other carrier would be better than these bastards. read more

These guys are the worst. Not helpful, no hustle, and just sit around while AT and T corporate tries to walk you through the nightmare that they are read more

Third time trying to simply upgrade my phone. They have two people working the door and taking names for a wait list. Why two? Can't one be helping customers? They tell you we will txt you when it's your turn in 15-45 minutes. Quite a time frame I'd say. Twice the txt messages didn't even arrive so I went back to see why and all they could say was "well I guess that's just technology haha." Then they said they could put me back on the wait list. I said no and I would go elsewhere. As far as being knowledgeable about their services I wish I could give them negative stars as I went in each time for a new phone and was given different and very vague answers each time as to why they didn't have it and if other locations did. Over this place and the employees lack of customer service. read more

Evelyne is the greatest. Get her if you can. She is patient, caring (actually asked me about my family, etc), and knowledgeable. Even my 79 year old dad said that she was able to explain technical aspects in such a way that he could understand. She showed a real willingness to help me even though I was not purchasing any of at&t's services (was actually leaving at&t). Because of her, I am giving 5 stars! read more

I'm an unhappy customer. I just switched from Verizon to AT&T to join the family plan of my household, and I'm already regretting. TL,DR: Orders put in a store can't be queried or handled by a customer support representative (CSR) via phone. If something went wrong with your order, you'll have to go to the store again. For me, I have to go to the store THREE times just to get an iPhone. If you don't cherish your time and want to save a few cents, use AT&T! First, I went to this AT&T store on Sat, ported my number from Verizon and ordered a new iPhone 5s. One day later, AT&T suddenly sent me an email said that my order was canceled without giving an explanation. Customer support said that someone called in and canceled the order but couldn't give any more information. Of course I didn't call or canceled my order, and the transaction was already listed on my credit card activity so it couldn't be my credit card company either. Thus, there must be something wrong with their system. AT&T customer support won't admit this, but directed me to call this store. I called the store, they said they will research my order. After four hours, I still haven't heard back from them. I called the store again, this time they said that I have to go to the store again so that they could research my problem. So they cheated me in the morning and didn't check into my problem. And now I have to waste another two hour on a busy work week to go to their store again, not to mention the two hours I wasted on calling customer support. You may think that a canceled order is not a big deal and why I can't just order again. It's because it's an iPhone 5s, reordering means that I will be put way behind in the order queue and receive my phone much later than I should. Second, AT&T lured us into spending $100 for a 3G MicroCell because they have no coverage around my house. The sound quality is always abysmal. Nobody on the other end of the call can hear even one word clearly. FWIW, we have broadband at home, which can sustain at least 17Mbps for downloading and 2Mbps for uploading, that should be enough for phone calls. Third, this point might be subjective, but in many places where my phone shows two or three bars, the talk quality is barely acceptable. I have to repeat words for many times and the line breaks up very often. I remember with my old Verizon phone two-bar signal offered better voice quality. So in all, AT&T is cheaper than Verizon, but you are warned that you get what you paid for: their signal is worse, their call voice quality is worse (my personal opinion), and their customer support is definitely much worse. If you are pissed off in the future by AT&T customer service, you may find my complaints here was not uncalled for. Update: after waiting for two days to no avail, I went to the store again and asked a salesman called Scott E. to replace the order that was canceled by them mistakenly. Scott did it. But after I got home, I found that he messed up with the order address! Instead of using my home address, the order said it would be shipped to their store. But what he told me was that the phone would be delivered to my home. Scott clearly said he re-issued the order using the old order's information so nothing should be changed, but my old order was scheduled to ship to my home. What's in my mind now? The staff might be willing to help, but their competence is dubious. read more

In short: go to Watsonville's AT&T store. This one does not have time for you. The only reason for 2 stars is because of 2 good employees, everyone else needs some customer service help. Today I showed up 10 minutes before the AT&T store opened to be first in line, as their wait time is usually awful. There was one man in front of us, that was it. The doors opened at 10am sharp, and the woman (assistant manager, Shannon) saw that there was a family of 3 that popped in line behind us after she directed the other gentleman to an associate. Instead of taking our names first, she asks them, "You're the 10 o' clock appointment, right?" so they get seen first. We were the "next in line", she says. They had two people assisting customers at this time. Though she said it would be a short wait, and instructed others that came in after us that it would be a "20-30 minute wait" (HAH! What a lie!), we sat there for 50 minutes before anyone helped us (so much for being first in line!). The first woman who came to help us, Rachel (or Rochelle?), was previously working with the family of 3 that had the appointment at 10. After already getting help from Rachel and telling her the phone I wanted, the family returned and asked to buy some accessories (even though they'd already left AT&T and went to shop elsewhere). Rachel, instead of signing them in and asking them to wait since she was in the middle of helping a customer (US!), she excuses herself and says that she needs to help them with a quick accessory purchase and will "be right back" (famous last words). We were trying to be patient, but we were watching her for 25 minutes while she put covers on their phones and took her sweet time buffing the screens clean, even though she had already began helping us and pretty much just ditched us for this customer. When my mother complained to the asst. manager Shannon, we were told that Rachel was busy taking care of her customers. Wait - we were her customers too, right? She started working with us, after almost an hour of a wait, and then goes back to help the people WHO DIDN'T WAIT AT ALL?! Where is the fairness in that, shouldn't they have had to be put back in the queue too, like everyone else? All customers are equal and should be treated the same. One appointment doesn't make you "VIP" all day long, especially when you know there's other customers needing help too. She stood behind Rachel's decision to not serve us and make us wait an extra half hour for silly accessories, and kept refusing to give us the associates name when we asked (for review purposes). Come now, they have name tags, I could have gone to see it if I wanted to, being extra difficult with customers who are obviously upset and frustrated wasn't the way to be. Because we complained (an hour and a half later, and bad service to boot!), she directed Caitlin (a non-sales rep) to help us out. Honestly, if not for Caitlin and Stephanie taking good care of us when we finally WERE helped, this review would be a 1 (or negative, if that were a thing). Caitlin got the ball rolling while also empathizing with our long wait and frustration, and was great at getting us to simmer down. Caitlin and Stephanie explained to me that they were short staffed and that the network was taking much longer for phones to be activated. This made the wait a little more understandable, and I wish the manager had bothered to tell us this earlier as we may have been a little more sympathetic. Caitlin and Stephanie made the long activation process less tedious and were extremely sweet, saying how sorry they were that it was taking so long and thanking me for my patience. A little empathy goes a long way, and though these two great associates knew that, the assistant manager did not. How disappointing is that?! ... More than two hours later (yes, TWO HOURS!), I finally left with my new phone and case. Wow. This store, and AT&T in general, needs to fix things or they're going to lose our business (seriously, we were so mad with the service, we almost switched to Verizon - shame on you). read more