5 stars for the Dana Point team. Corporate AT&T is the problem. I'm giving this location 5 stars because the employees here did everything they possibly could to help us. Chris and Bill at the Dana Point store were professional, patient, and genuinely tried to solve the problem for nearly five hours while I was there. Unfortunately, they were completely handcuffed by AT&T's corporate systems and had zero support from above. We were simply trying to switch our family from Verizon to AT&T. Instead, we got stuck in a bizarre loop involving AT&T's Global Fraud Management system that flagged the account and ultimately shut off service for my parents with no explanation. The store employees had no visibility into the issue, no authority to override it, and no one from corporate willing or able to provide answers. To make matters worse, we later learned the Bakersfield store accidentally entered one digit wrong when porting my number from Verizon, which may have triggered the fraud flag in the first place. Chris and Bill did everything they could to fix it, but the reality is they were completely unsupported by AT&T's internal structure. What stood out most to me is that these two employees are clearly capable, motivated, and trying to do right by customers, yet AT&T seems to invest almost nothing in empowering or developing their retail teams. They were left apologizing for systems they don't control while corporate departments like Global Fraud Management operate as a black box that no one can even contact for answers. So this review is not about the Dana Point store. Chris and Bill were courteous, professional, and did their best in an impossible situation. This review is about AT&T corporate. When your own employees are telling customers they have no ability to get help from internal departments, something in the organization is fundamentally broken. If AT&T leadership ever reads these reviews, the Dana Point team deserves support, training, and actual authority to solve problems. Right now they're being set up to fail just like your other stores. read more

I recently switched from Verizon to AT&T after disappointing authentication issues and lack of concern from in person Verizon staff to solve. The Verizon side needed Level 2 tech support to release the numbers, and I ended up speaking with five different reps over three days. It was frustrating and time consuming, but the real difference came from the AT&T store team. Chris, the store manager at the local AT&T location personally invested over 12 hours across two days to get four phones and watches set up. His persistence, hands-on approach, and coordination with other departments were instrumental in resolving the issues and getting everything working. What stood out: - Exceptional dedication from the store manager who stayed late and kept pushing toward a solution - Clear commitment to customer care and problem solving despite carrier-side hurdles Once AT&T's local team stepped in, the process moved forward with care. If you're porting from another carrier, seek out a proactive store manager who can coordinate across departments and stay involved until everything is live. Thank you Chris for all your assistance! read more

I am writing this as a 15-year AT&T customer, and it is genuinely disappointing to leave this review. As part of a renewal, we ordered two new phones with an associated trade-in promotion for our existing devices. At the time of sale, we specifically asked about the deadline to return the old phones. We were told that trade-in credits would begin once the old phones were returned and that returning them within a reasonable timeframe was acceptable. No 30-day deadline was communicated. One phone arrived on time. The second phone was backordered for nearly two months. When we returned to the store for guidance, staff explained--at length--that they are an independent dealer, expressed frustration with AT&T corporate systems, and stated there was little they could do. Ultimately, we were instructed by the store to cancel and reorder the second phone, which they processed on our behalf. After another 1.5 months, the second iPhone finally arrived. Due to an international trip, we returned to the store approximately 45 days after receiving it to complete the trade-in. At that point, the store reversed course entirely: * We were told there was a strict 30-day return window * We were told the original promotion was no longer valid because the phone had been reordered * Responsibility was again deflected to AT&T corporate, despite the reorder being explicitly initiated by this store This directly contradicts the guidance provided at the time of sale and penalizes the customer for following the store's instructions during a backorder situation outside our control. What is most concerning is the complete lack of accountability or escalation. There was no attempt to: * Honor the original commitment * Escalate internally * Provide a documented exception or resolution path The in-store experience compounds the issue. Staff routinely appear disengaged, customers wait while employees remain in the back, and the default response to any issue is to blame corporate rather than advocate for the customer. During my most recent visit, I worked with Noah, who was dismissive and rude, and demonstrated no interest in helping resolve an issue tied to a promotion we signed up for on 9/26/25. After 15 years with AT&T, this experience is not just frustrating--it is disheartening. Long-standing customers should not be penalized for system delays and store-directed actions. I strongly recommend that AT&T corporate review this location's sales practices, customer guidance consistency, and escalation protocols. I advise prospective customers consider alternative AT&T locations. read more

My husband and I received excellent service from Blake in arranging the International Day Pass for a recent cruise. We also received service upgrading our phones with Chris , the Manager! We both upgraded our IPhones with guidance from Chris ! The upgrade price was reasonable and accessories were recommended, shown but not pushed! The patience of both these gentlemen to explain details was appreciated greatly !! read more

I came in on 12/24/25 to upgrade my moms phone. I can't recall who I was assisted by, he was great needless to say. Since the main account holder is a senior citizen, he informed me of a senior plan that would benefit the account holder financially BUT in order to have this plan I HAD to get the AT&T air I believe it's called(like a hotspot type of item). He explained no fees associated to this hotspot, just had to plug it in when I received it. So I agreed, thinking this would be a great opportunity for my senior citizen aunt that's in a fixed income. I received notices that if I didn't activate this hotspot my services would be canceled. I panicked and activated it, to which shortly after received another notice of a due amount. Services were cancelled automatically since no payment was received. I called AT&T customer service and explained them I was lied to and forced to getting this. They helped me get a $50 credit towards the bill which was great but it's unacceptable that I did not use this device at all for its "service". I plugged it in for 1-2 days. This associate only wanted a sale on his performance of helping me. He lied to me. He made me believe what he said was true with HAVING to get this device in order to be on this new plan for my senior citizen aunt. I hope someone one in management sees this and takes action. I hope someone can reach out to me for additional assistance also. I will be submitting a consumer complaint in hopes to get this bill sorted out so that I don't have to pay for something I did NOT use despite being forced to get this. My family and I have been with AT&T since they were once Cingular. This is so frustrating and unacceptable. read more

Had transferred my service from Cox to AT&T through Costco but it was far from a smooth transition. Not sure who to fault but if it wasn't for the manager, Chris, I would have canceled the service. After making 3 trips to the store and 2 lengthy phone calls with customer service my mobile and internet is finally up and running, thanks to the knowledge and patience of Chris the manager at the Dana Point store. If you have the patience to make a move from one mobile provider to another you might want to try AT&T. Chris was able to include internet service which provided a better deal than Costco in the long run! read more

Going to a cell phone store is the last on my list of things I like to do. That has recently changed because of the service at the AT&T store in Dana Point. I have been a customer of Verizon for 29 years but I thought it was time to make sure I was getting the best deal possible. Chris was able to help me in switching to AT&T at more than half the price of what I was paying with Verizon. He was knowledgeable, professional and patient with me throughout the process. I would highly recommend Chris and the AT&T Store in Dana Point for your cellular needs. read more

Kenneth and Chris were very helpful resolving a difficult and frustrating billing problem with AT&T. They 100% put customers first. I would travel a long distance to go to this particular store. read more

Kenny spent time with me and solved an ongoing issue with email messaging in relation to an additional needed phone number. I had not been able to retrieve messages because of an issue that Kenny recognized and solved! Big Thanks to Kenny! read more

I was sent into a physical location to resolve an issue created by AT&T's online Customer Service, which I had already spent multiple hours attempting to resolve online and over the telephone. When I spoke with Chris and Kenny, they were very pleasant and empathetic to my situation, but explained to me that they could not take care of the issue and that they often find frustrated customers get sent in by the online reps inappropriately. They advised me how to best proceed and allowed me to sit in their store (more bars than at home) while I again waited on hold for a telephone representative, who this time, was able to resolve the issue. Thanks guys! read more

AT&T in general is a very poor supplier of telephone service. This office is very poor. Customer service fails and overcharges all the time The number of spoofed telephone calls through AT&T is enormous and very aggravating. read more

Excellent service!!!!! Great professional staff. Extremely helpful in assisting me to resolve my problems. There is no comparison to other carrier's service. Superb. read more

Horrible customer service!!! Rude and rigid! Don't go there! From manager to their associates, all VERY UNHELPFUL! read more

Take a look at the overall review score and the number of 1 star reviews for this specific location....that's really all you need to know. They are truly horrible, speaking from multiple distinct experiences. Today's example: I wanted to return an unopened iPhone within the 14 day return window. The kid told me there would be a $55 restocking fee. I googled and found AT&T's policy on their own website that there is no restocking fee. He was like "I'm refunding your sales tax which is $56 so even with your $55 restocking fee you're still getting $1 back." I tried to explain simple math to him that $56 sales tax plus $55 restocking fee minus $56 sales tax refund does not equal zero; he could not get it. He said "I literally can't waive the restocking fee, the system won't let me". I left, went to the location in Aliso Viejo, and they promptly returned the phone without restocking fee with zero issues. The Aliso location employee even showed me his screen that when you process a return of an unopened iPhone within the 14 day return period it automatically waives the restocking fee. The only entertaining part of this experience was that on my discontented way out the door, the kid says "thanks for coming in, I gotchoo". No, you don't got me and you don't got it. You're lost. I'll never go to the golden lantern location ever again. They are repeatedly awful and inept at the basic functions of their jobs (or even simple math). read more

Shout out to Noah and Robert for over the top, excellent customer service. They helped a family member recover data from her phone and iPad and worked diligently to uncover the issues and correct each of them. The iPhone and iPad are now working flawlessly well. We couldn't be more pleased with their service. Many thanks, Noah and Robert! read more

The greatest AT&T experience you can have is here! Noah is such a sweetheart, very helpful and professional. I won't go anywhere else.

I had the absolutely BEST visit ever at an AT&T store today working with Robert at the Dana Point location. He was extremely knowledgeable, over-the-top helpful, friendly, and proactive in helping me in EVERY possible way with my new phone upgrade purchase as well as my AT&T service. I have a family of 3 young men his age, and I must say, Robert's professionalism, maturity beyond his years, and go-getter style make for an exemplary example of a sales person! This location should be on the lookup, as he is surely going to become a leader in his field quickly! To say I was impressed was an understatement, and I want to make sure Management realizes the incredible customer experience working with Robert so he can be recognized. I have a first career background in IT networking hardware sales with Cisco Systems in the late 90's and I will tell you that Robert's sales savviness is right up there with some of the best IT tech sales reps that I worked with at Cisco. Robert also built customer confidence by saying "If you have any issues with anything, you come back to me directly and I will take care of it" and handed me a business card with his number on it. He additionally followed through with a text afterwards thanking me for my business. Talk about a class act! Robert may be young but the world needs more Robert's in the work place- he's a super star and made me WANT to do business with him and the store. Thank you for the great hire, and for the best experience that made me leave with a huge smile and restored faith in "kids" his age! What is often a long dreaded appointment at the cell phone store tuned into a great afternoon and overall fantastic experience :) Thank you! read more

The AT&T store in Dana Point I visited has engaged in fraudulent practices, deceiving customers. I filing a fraud report with AT&T after paying for 10 months on something that was falsely misrepresented .The salesperson falsely claimed I was eligible for an upgrade and a free line, but AT&T has been charging me $70 monthly for the extra line. I've had to resort to filing fraudulent charges against this store, as it appears to be a recurring issue - even affecting another friend who visited this store .It's baffling how such deceitful practices allow a company to remain in business. I would not recommend this store . read more

This has been the worst att experience. The assistant and manager are only looking for the best interest for them self's. They will promise to save you money and cover the cost for activation costs but don't fulfill their promise once the bill arrives. Also when they said you can contact att to get anything waived, it is not true. Att will not waive any fees or activations. Also they make side money for shady people so be careful with providing them to much of your personal information unless u want it stolen and used. read more

They said my phone should arrive in a week or less and now it's been two weeks. Also, they aren't taking calls for me to check on the status. Poor and misleading service. Will never do business at this location again. read more

The location is the best. I first stopped at the San Juan location and they were no help. At this location a totally different experience. Every thing taken care of with expertise you'd expect from an ATT store. read more

Don't go to this store!! I went to this store to upgrade my son's iPhone in July. I was working with Robert and he sold me a iPhone 14 which was fine. The unfortunate part as rather than just upgrade the existing unit he activated a new phone number and tied it to the existing phone number so the new phone now has 2 numbers on it with 2 service contracts. I didn't notice this until December. When I went back to the store to have this corrected, Isaiah the store "manager" Said that don't worry about it because Robert actually lowered my bill so I should keep paying the bill. I asked if there is some sort of plan that my current phone can be put on and eliminate the new plan that Robert put the new phone number on that would do the same thing, Isiah said no. I left the store and called customer service. They said that that is considered fraud so I went back to the store again and this time Isaiah would help me and told me if I didn't leave he would call the authorities. Ultimately. I was finally able to talk to customer service again and they were able to solve the situation. I will recommend to everyone to never go I to this store front ever!! read more

Exceptional Service!!! Nastasia and Drew are the standard for customer service. Professional, knowledgeable, courteous, and patient define Nastasia and Drew. I have been to numerous AT&T stores and have never received customer service like this. Nastasia and Drew went above and beyond to assist me with multiple issues in addition to accommodating a demanding clientele. Multiple customers appeared satisfied as they experienced the exceptional service I have talked about. Thank you Nastasia and Drew for making a difference. Sincerely, Satisfied Customer. read more

Elias, Robert, and Noah are efficient and can get what you need done. Switched from Verizon to ATT since there is a major dead zone in the area and we had a seamless transition. Got over $800 for my iPhone trade in and a new iPhone 15 pro. That's how you keep customers happy. I received my phone shipped to me since they were sold out day of- phone arrived to me in less than 48 hours and they all helped me get set up. Thanks guys! read more

I was in dire need of a replacement iPhone and the manager refused to help me at 2pm and said his lunch was more important than helping me so he asked me to leave so he could lock up the store. I've been a long term customer but will never shop here again. Boycott this store read more

Thank you Robert for being so helpful. My mom completely shattered her phone and needed to purchase a new iPhone. Not only did Robert help us pick the right phone, but he helped my mom get into all her apps which she would've never figured out on her own. read more

Great customer service by Noah and Richard! Made everything very easy to understand and were very friendly!

So... I buy a new iPad Pro- all our devices are AT&T- we have to get a new sim. Simple enough, one would think. Yesterday, June 29th, I go to my local store as advised by AT&T CS rep. on the phone. I arrive around 5:50 pm. (They close 7pm). The guy assisting was trying for 40 minutes- scanning my DMV License, inserting my code - all about 5 times- 40 minutes- every time he accessed my account it failed. Eventually around 6:30..- "I'm sorry, AT&T sites are all down.You'll have to come back tmr- it'll be simple and quick. Ho-hum, but it's not the end of the world, right? Next a.m. 10 o'clock- he's not there. A guy with a customer, a young assistant (female) and (I guess ) the female from yesterday whom I guess is the manager. Why guess that way? She gestures the chick who starts to help me and stays leaning on her elbow on her cell phone. After my chick struggling- "your code doesn't work" - 4 times- she interrupts, when I politely pointed out that it worked the day before multiple times-"We didn't get in, our sites were down". "I'm not sure, but I thought he did access, then it failed, but you might be right". I am male, 63. She takes over. Honest guys, she really said what comes next... "Are you Lorraine?". "What"?! "I don't think so, I'm actually male". It gets worse. "Do you think maybe you have the wrong account?"- "NO!" Ok...wt hell! This is weird. "So, what do you think the problem is" I ask again politely. Reasonable question, I'd have thought ? "Leave it! She yelled. It's just a hitch" she snarled. "What kind of hitch" I asked even more politely, now feeling where this apparent psychopath is headed. Guess what? It WAS the wrong account after all ..who'd even have thought it, right!? "You wanna try another store?- You need to go to another store- La Paz- go!" "I might consider that" said I, "OK, go, get out!", says she. (No, I'm not making this up nor exaggerating). Now, I'm not impressed but determined, since niceness appears to be getting under her skin, that that's the way to go. "May I ask why?"- "All this". "May I ask how one defines "this""? "All this questioning and to and fro- get out". "Do you feel I am abusive or rude?" -"You need to go to La Paz". "If you don't feel threatened, abuse or rude treatment, don't you think that the customer should play a part in that decision, even in this location/jurisdiction"? I asked."I simply wish a SIM card inserted in the iPad and I go about my business, I would have thought that would be an equally bog-standard issue without need for contention". "Right" she said to the assistant, "Let's get his SIM card and get him out". "Ma'am, may I please have your name?" "NO!!!". So, I took a screenshot of her picture. When she re-appeared, around 10-15 minutes later, she referred the other assistant, who was nice at all times, to complete. Now... they obviously have my cell details, right? I try to call 4 times after, my wife and I in a mix of incensed and bewildered- my cell# goes to voicemail each time. I hide my #. Call again. The guy picks up. "May I please speak to the manager?"- "One moment". It's her! "May I ask your name please, I say in a fake accent "Yes, my name is Kim, what is it!" "I'm the guy you abused earlier". "Have a great day" and hangs up. This... is.. real... it happened- I have the pic. Does anybody care? Probably not. But beware this location... if you're extremely masochistic, this is your place heaven-sent. read more

I hated the service here. A guy named Nick was really rude and was just trying to get us in and leav. Like he didn't want to be there. I get customer service, but he was the worst. I would almost cancel my ATT because of him, but realize that my account has nothing to do with him. Sorry DAna Point, but he needs to go! read more

I went here to upgrade my phone. Everyone was really nice there and was able to help me out. I believe their names were ammar, nic, kim and deven. Anyhow they let me know that I could trade in my old iPhone and get 700$ off a new iPhone 12. My phone isn't even worth that much on eBay! Anyhow now I got a new phone and they even put a new screen protector on it for me because I wouldn't be able to put one on myself. Thanks guys all very sweet read more

I was so grateful for the excellent service that Carlos provided me regarding changes to my iPhone lines, and my iPad. He went above and beyond! read more

Irish guy is super sick and cool!!! Came in and he helped us out and was really cool and humble, made us feel very welcomed!!

Can I give ZERO STARS?! What a horrible experience!! The sales People very nice but the manager...WOW...RUDE! She was the rudest person I have ever encountered! She obviously thought she was too good for her job. She should try to uncross her arms in front of herself or maybe smile to be more welcoming. She didn't want to let me in to look at the new phones. The person in front of us wanted to pay their bill, she gave him the "once over look" and rolled her eyes before letting them come in to pay cash for the bill. Uuughhh! Would never ever come to this location again! We are even wanting to change carriers after being att customers for almost 20 years. read more

Was at the ATT store in Dana Point abs they were awful! This guy NIcK was the worst. He was so rude to us. Very distant and acted like he just didn't care. Will ever visit this location again. He ruined our experience there for sure! read more

I love reading the negative reviews, but I can only make it through a few before I give up. AT&T has by far the best service, I'm talking about phone usage and so fourth. Apple I phone is the easiest to use so together it's like a match made in heaven. Neither one are cheap by some peoples standards but I'm willing to pay more for better service. You need to try going into the store, either Apple or the AT&T when they are not so busy, that's the key. People are just too impatient, including me. Tonight I was helped by a girl named Kim and she was quick, to the point and professional, job well done. She's exactly the kind of employee that won't last at this kind of job because she's moving up in the world. She produces results not excuses. Job well done... Five (5) stars.. read more

This is the worst att store I have ever been in. Opens at 10. Manager is Asian I guess. Had questions about my S7. He didn't know anything about them. Hadn't sold any of them in a year, Told me to take it to Best Buy. Is this really the type of people hire at att. He probably runs off a lot of customers like he did to us. Only wish I could give this store a 0 read more

Jamal was so great. He helped us and I went away feeling relieved with a massive problem I had. Thank you so much. My google review disappeared but I will work on that as well. read more

Just went in to buy my daughter a new iPhone for Xmas. Not busy and Ahmed was super helpful. I was in and out. Two thumbs up.

I have been a customer since 1995 and never have I had such a bad experience getting a phone from at&t. My contract was nothing like what was promised and the customer service was awful. When I questioned my contract the manager just couldn't care less. Watch out for hidden crap with this store. Very sneaky. For sure don't have Kim help you as she doesn't know what she is doing. Worse experience ever! Think twice before entering this store. Find another one. read more

Aaron Burela was my customer service rep he helped me quickly and was very knowledgeable and very nice. I was so happy to not spend too much time at the store but wanted the help setting up my new phone. He was great! Cheryl Ritts read more