Exceptional Service from Victor at AT&T Duarte My wife and I had an outstanding experience working with Victor, a supervisor at the AT&T Duarte location, and he truly set the standard for what great customer service should be. We came in to better understand our options around service plans, phone upgrades, trade‑in values, and long‑term considerations for our account. Victor was genuine, extremely knowledgeable, transparent, and efficient throughout the entire visit. He took the time to explain everything clearly, answered our questions thoroughly, and made sure we understood both the immediate and future implications of our choices. Thanks to Victor's honesty and attention to detail, we ended up making an unexpected but confident purchase--switching our home internet service to an AT&T option that replaced our current Giggle Fiber setup, based on a deal he proactively and clearly explained. There was zero pressure, just thoughtful guidance and accountability. Because of the trust he built, we also scheduled another appointment with Victor to review future phone plan options and potentially add an additional line and customer account. That alone speaks volumes about the level of confidence he inspires. The store itself was clean, organized, and welcoming, and the appointment scheduling system worked smoothly. We left feeling informed, respected, and genuinely wiser about the promotional offers and choices AT&T provides. If you're visiting the AT&T Duarte store, I highly recommend asking for Victor. He's professional, reliable, and truly invested in helping customers make the best decisions for their needs. Five stars without hesitation. read more

I went into to store shortly after it opened today around 10:15am. There was someone being helped at the desk by what appeared to be the only employee working there. Another customer was waiting there before me. I sat down and continued to wait. The employee at no point acknowledged those who were waiting. The person in front of me finally left. I continued to wait for another 30 minutes with still no acknowledgement of my presence or apologies for the wait time. I finally just walked out. I consider myself a pretty patient person, but this was just poor customer service. I came to this store after bad experiences at the Pasadena store but this was just as bad. read more

I was due for a few upgrades so I went into the store instead of having to wait on hold with AT&T customer service. I was working with Alex, who is one of the managers at the Duarte store. I was able to get my upgrades and eventually get the plan that I wanted but there were some issues with the order: Alex failed to tell me that the would be a hold, then 2 individual charges on my credit card. Because I didn't know about these, my credit charge flagged the addintal charges as fraud and delayed my order. When I called Alex the day after the fraud alert, he then explained to me that these charges would be separate. Had he done that in the first place, I wouldn't have had to spend additional time on the phone with AT&T to reauthorize the payments. When I turned in my actually phone, Alex listed one of them as the incorrect item. He assured me that this wouldn't affect the trade in, but if I wanted correct documentation of the trade in, he would have to cancel the trade in order, email corporate, wait for a response, and I would shaver to come back at a later date to turn in the phone. When I asked if he could give me some type of documentation on site so aI didn't have to wait a few extra days, he said no. Did I get my phones? Yes. Did I have to spend an hour on the phone with customer service and deal with an employee who didn't;t really care about helping me out or taking account ability for his mistakes? Yes. Will I use this store again? No. read more

Ernie is AWESOME!! he helped me so much. I can't even tell you. Above and beyond. What a nice guy what great service so knowledgeable and saved me hours and hours of trouble. I can't recommend this location and him enough. read more

People very polite & professional!! Your employees have lots of knowledge and information on all of your products!!

Y would they go to lunch in the last hour that bad customer service I wonder does there corporate office they do this read more

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

Brought a friend to fix some account issues and met Representative Ernie. He was informative, patient, with a lovely personality. This place has a bad rap but maybe the bad employees are gone. I was impressed. The 4 stars are due to the lack of pixel merch. Thanks Ernie read more

We came in the ask for help with adding a line to the new device. The person works there refused to help us to call customer service regardless of many time we insisted for help. We asked why she could not help us to call customer service? She said, you can call by yourself. We asked again for help to call because she may know to reach the right person. However, she refused. I don't know why she's still working there while she is a customer service person of att.... Very very unprofessional... and not helpful at all. Sorry to say that but if I am the manager , this attitude is not acceptable. This is just happened now. It's a short girl with long hair. read more

Terrible Terrible Terrible. Did I say terrible?? The short girl that everyone has mentioned is USELESS. I've never received such poor customer service. We needed help with a line that we weren't supposed to be charged for and the girl had no idea what she was doing and had crazy attitude. She kept saying we needed to call customer service and this wasn't her problem. My mom went in today 3/16/23 and the girl was useless yet again. Switched over to T-Mobile and will never look back. read more

went in for help in the evening the short girl asked what my issue was and was dismissive and rude, Ivan the sales man said i was going to recieve a 200 gift card for switching from tmobil and it never happend. i was quoted a bill of 180 a month and they deducted almost 300 from me. No one wants to help , i regret switching over , now looking for new phone company. read more

Just exchanged my i-phone 8 to new i-phone 12 pro! Luis was amazingly knowledgeable & top notch cut service! I never go to there store all process has done by phone & text message! Great deal and simple transaction! You don't meet have wait line! I really recommend AT&T this store!! read more

AT&T Store - Luis was excellent!! - Mobile Phones Near Me - Duarte, California

THE Worst customer service experience I have EVER had!! Lack of manners Rude discourteous behavior.  i feel that i was being discriminated Lack of knowledge of the product or policy. I may switch service provider because of the poor customer service by the rude male customer service.  Going to complaint to corp office. read more

I went to the brick and mortar store to close an account. The problem I had with the store was not that they couldn't do it; it was that there was one other person talking to the one employee and I was totally ignored. All he needed to do was look up and say "I'll be with you in a minute ". He didn't even need to say something, I would have been ok with eye contact and a nod. Just poor customer service. read more

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

Ugh where do I begin? First of all, Jose is really great and this review doesn't reflect him. This rate reflects the poor customer service and poor management on the part of Rafael and Nathan. I wanted a new phone. I've been with ATT for over 15 years. Jose ordered my phone on a Wednesday, and I didn't get it till a week later. After being told for 4 days that my phone hadn't came. Its actually arrived on Saturday like Jose promised. Nathan is who I had the most horrible customer service ever! Rude, unprofessional, unapologetic the list goes on. I took this matter up with Rafael, and he promised me a credit for my inconvenience. Well, comes to find out since I got a $19 credit for my old 6s I couldn't get another credit. " the system won't allow me" This is ridiculous! Literally, don't come here if you expect good service! My phone was basically held hostage for 4 days. read more

Great Customer service,any time you get your phone up grade,there's going to be issues they been very good at fixing all mine. Very friendly and welling to help! They have most of the answers . read more

Don't waste your time, do not come in here. I came in and got 2 new lines , and was quoted about $106 per month for both lines after a teacher discount. I also denied the insurance. Got my first bill and it was over $200, turned out they added the insurance I didn't want and some other extra charge. Also their calculation of $105 was off it was actually closer to $120. I was almost an hour on the phone trying to resolve this. And there was information I got over the phone that either contradicted what was said in this store or was not mentioned in this store. This store has 2 stars for a reason, don't come here. read more

The worst possible service I have ever experienced in the 20+ years I have been an AT&T customer. I came with my parents to trade in their iPhones using the $1000 trade in promotion. I have now been in their store for 3 nights out of the last 4, they have made multiple mistakes with the ordering, their manager Albert has so far refused to be of any help in the matter. I still have no resolution to all the mistakes they have made and I have so far spent more than 6 hours for them to figure it out. Save yourself the trouble and avoid this AT&T location at all costs. If I could give them a zero, I would. read more

I really want to thank Ernie for his amazing customer service. This week I was having a lot of trouble with my phone plan and monthly installments. From going to another AT&T location to calling customer service on my own, I was super confused on the situation AT&T had done to me and why they had been charging me hundreds of dollars when I had ONE PHONE. He went above and beyond to take care of me, and I really do appreciate his time and patience for such a stressful thing that I had been enduring. He gave me all the information and explained the entire situation to me. He made sure I was taken care of in any possible way by reaching out to customer service for me. If I know I have any problem, I know now to come to this location and request service from him! I hope AT&T can reach out, congratulate, and reward him for his excellent customer service! He did everything he could possibly do for me and made sure I walked out of the store, happy and pleased with the service! Thanks to him I am still with AT&T and continue to be a loyal customer! Shout out to Ernie, you were so helpful! read more

David was the agent that was my helper, then there was Juan that assist with helping with questions I had, then there was William that provided the social skills, all 3 provided great customer service, I will definitely be back, I have came here in the past and was provided EXCELLENT service, I'm welcome every time I come here, then I tell them I'm an employee with AT&T so when you see others providing great service makes me feel we at AT&T is providing great service to our customers. read more

Basically, this girl who works at this store is not able to help u with any att service. The worst customer service i have ever face it . She does not deserve to work at att . I was a former att worker if my customers needed help with anything i would be happy to help them than just refuse anything read more

I purchased my iPhone here and I can never believe how fast and easy it was. I called,drove,arrived,talk,data synced,paid and I was out in less than 30 mins. Friendly and knowledgable staff! read more

Shout out to Deserie for helping me upgrade a phone on my account! She was super helpful, courteous, efficient and even worked to make sure I got all the discounts I could. read more

I went in today to pay my bill, it took over 20 mins for the young man David? Maybe Daniel? to tell me that the system was down, Really. He also told me that printer was down but printing was being done as we spoke. His coworker was working on her computer with another customer. Hmmm! I went to another Att store,in Azusa, young lady named April was Excellent, extremely helpful, polite, and engaging. Either the young man in Duarte did not know what he was doing, or flat out didn't care, either way Att should be concerned as he is face of your company. I did not feel like he was interested in helping. read more

Went to go buy my family a new set of phones. Walked in and there was only one employee. I asked him how long it would take & he mentioned only 20 min. Hour later still with the same client. Decided to walk into the nearby Verizon store and purchased 4 new iPhone plans with accessories. Peace Att!! read more

Incompetent employees. Couldn't get anything correct on my new service and caused me countless hours of headache. Go elsewhere and avoid the frustration of dealing with this store. Run don't walk... read more

I wish I can give a negative stars! I never write reviews , so you know how unhappy I am, and this is my first one and a negative one! Do not come to this location as all staffs, yes not just one, all of them, in the store tell you lots of lies to get your $$$! I wish AT&T can do something about it! And I fell very bad for AT&T since I have been with AT&T for 20 years. Here is our story: (1) staffs lied to us about buy one get one free, before we sign the contract, then was told the deals is only for new lines, so we agree to sign up for new lines; but now after one month, we then found out we are only getting free credits up to $750 (2) about unlocking our new phones, we were told can unlock anytime; but after we sign the contract then the staff said "Oh, you have to wait for one month to do so!" Yes, another back holding informations; I don't trust what was told so I have to call AT&T to confirm! I also switch my internet services! Keeping my fingers crossed, hoping no more back stabbing on this one. But if it does, I will be prepare too! I really do hope AT&T can do something about it! Please consider all the negative reviews! Everyone is all telling the truth! No bias! read more

Came for an upgrade tonight. Ruby was awesome and kind enough to help me at the end of her shift. She was very nice and patient with ordering the new phone. Would definitely recommend her assistance to others. read more

I was greeted by a associate Jennifer, it was clear she didn't wanna be there today. I understand that anyone could have a bad day...but this is unacceptable to the point that I didn't feel comfortable being there...I actually regreted asking for assistance from her. I forgot to get the other lady associates name but she came over to assist, and thank god she was there. She was polite, helpful, n glowing (only reason why they get 3 stars). Thank you, you know who you are. But Jennifer, I don't think customer service related anything, is for you. Good luck. read more

Is there such a thing as NEGATIVE STARS??? -x1000! The WORST most janky ATT there is! This is an AUTHORIZED RETAILER! Not a REAL ATT! It shouldn't even have the privilege of being on the ATT website as one of their authorized locations. Don't waste your time and your money at this pathetic location. I won't bore you with writing an entire yelp story, so I'll just give you what's important. We were assisted by Chris Perez. He was extremely misleading. What started out as a $30 activation charge, turned into $140 in "fees and taxes" on our first bill. When we tried to call and get more clarity, Chris gave us the run around and even blocked us from calling. Who even blocks customers on a business line?!? Unbelievable! So when he finally decided to answer, he of course, did not take any responsibility for his mess and said we needed to handle it with ATT customer service. We've been dealing with customer service for a little over a week now, being hot potatoed from one supervisor to another. It's such a mess! Long story short, were assed out the $140, and ATT is not willing to do anything about the charges. It's really unfortunate that their customer service is sooooooo poor. We're still trying to dispute all of the charges, but still have been unsuccessful. The take home message here is, DO NOT go to this ATT Authorized Retailer! It's the worst, saddest ATT there is. They will trap you and stick you with a ridiculous bill! By the time you see the bill, it'll be too late and you'll be responsible for whatever charges they (Chris) put on there. Chris, if you see this...you should be embarrassed for taking advantage of people! So unprofessional and shady AF! read more

Leanna is the best!!! After losing our phone and getting error messages trying to file our claim with asurion we went into the store almost expecting not to be helped because it's been my experience that AT&T typically doesn't service claims in the slightest capacity and they just quickly pass the buck to the third party insurance company. To our surprise Leanna was not only professional and understanding of the situation but when we showed her the issues in trying to file our claim she went the extra mile to help us to get the claim submitted, explain the process, any applicable cost and printed our confirmation for us. Way to value customer relationships Leanna thank you!! Give me the survey i want to sing this girls praises to anyone at AT&T with ears because she absolutely deserves it! read more

This store is not a corporate store. You can tell by the service. Jose was not dressed professionally. He made me wait while he finished his personal text before he answered my question. (5 seconds) when I asked if he could turn down the volume on the store tv he said the remote was lost. I asked for a piece of paper to write Down something he made no move to help. But he did finish my request to transfer lines between phones successfully. Not a great experience. read more

Came to upgrade and make some changes to my services. Kris and Karina are awesome! They were friendly and helpful. They even offered services that are of benefit and saved me money i.e. Added the mobile protection pack and remove the individual insurance for multiple lives this saved me some money. I have gone to both Pasadena AT&T stores and unfortunately did not receive the service like I did at the Duarte store. If you want a positive experience with AT&T go the the Duarte location and ask for Kris or Karina they are by far the greatest customer service reps I've met. read more

The customer service at this location sucks majorly. Every employee I have encountered here looks as they don't want to be there let alone help you. Been a member since 2016 since I have no contract all I can say is thank god im out this month. Good riddance att you've lost a customer and most of has had to do with the rude service your customer representatives give. read more

Do yourself a favor and do not go to this retail store. They were not helpful at all. The person that I met with an hour ago told me to go to the Azusa store reassuring that they had the phone on stock that I was looking for. When I arrived at that retail store which he said was 2 blocks away from Costco, they said that they didn't know what I was talking about, they never received a phone call and that they didn't have the phone I was looking for on stock. Luckily the Azusa store was helpful and sent me to the San Dimas store which did have my phone on stock and they were able to help me there. When I tried to call the phone number listed on yelp for this Duarte location, it went to voicemail several times and I could not reach anyone to verify whether or not I was at the right store or not. Horrible service. I am definitely not coming back. I wish there was a manager that I could have spoken to but there was no way for me to talk to anyone other than the person working today. read more

Terrible store do not come here .I was told activation would be free it cost me $45 anyway I told thestore manager Roberto about it nothing was done I called corporate in the store both were playing ping pong with me I was also been charged 799 for this tablet for insurance are you kidding me when I told him I wanted to be reimbursed he said call corporate still no answer from store or corporate do not visit this store customer service is terrible all employees were on the floor with their cell phones and watching the Selena movie.I'm being so serious when I walked in they had the nerve to look at me like I was disturbing them I would recommend the Arcadia AT&T store in the mall very gracious and humble people shame on you Roberto and the whole AT&T staff at that store read more

No assistance and motivation to help customers. I might be making a switch to Verizon.

Worst server I've ever seen .... you can't buy a phone and keep your plan ? I waiting 2 hours so at the end I got nothing? And I just need to pay them more money in order to get a phone !! I'm 100% canceling my at&t line and change to T-mobile !! read more

DO NOT GO to this location. They are not a corporate store and they have no idea what they are doing. First , the employee tried to get me to leave before he even knew that I had the information that he assumed I didn't. Then I switched my line over from Verizon and he didn't even set up my new phone for me. He failed to get a PIN number that I didn't know I needed so my line was not fully moved over to att. So I was getting calls and texts on 2 different lines. They were watching a show on Netflix on the store tv as well. Whatever you do , STAY AWAY from this store read more

Ok, so I would like to start off by saying that I have been with AT&T for 10 years now so I have been to my fair share of AT&T stores. I went to this store to upgrade my phone to the new Note 7. The girl working there was very friendly and she told me that my phone line was not available for an upgrade until the end of September but that my boyfriends line was upgrade-able now so I could use his upgrade. We agreed to do so and she offered to order it for me. A week later, my boyfriend and I went back to the store so I could activate my phone. The store manager, Roberto, was there and he did not initiate conversation when we walked in. I said hello and said I was there to activate my phone. He asked to look at it, turned around, and sat at a computer. Again, with no conversation he starts asking for all my account info and proceeds to call the activation line. As he is calling, I let him know that the phone number sticker that was on the box (my boyfriends line because I used his upgrade) was NOT mine, but I would need the phone activated to my phone number. He said ok and continued to dial. When it got to the part to enter the phone number, he entered mine and the automated system said that my line was already active which he told me after he hung up. I told him AGAIN, I used my boyfriend's upgrade but it is for my line so this NEW phone is not activated. He called again and then activated the sim card. He said nothing as he walked over to the "transfer station" they have and asked for my boyfriend's phone. I said not it's my phone that is being upgraded. He looks confused and says, "oh...it is your phone upgrade? I activated the Note 7 to his line and now his current phone is deactivated". I told him that I had explained that it was HIS upgrade for MY phone twice! To which he said, "oh well the SIM card for the Note 7 is activated to his line now and your SIM card wont fit in the new phone so you're going to have to buy another SIM card, it's gonna be $25.00." EXCUSE ME?!? You are going to charge me $25.00 for NOT LISTENING when I told you TWICE about which phone was being activated to what line?!? And now we have to get HIS phone back up and running, and fix my NEW phone to MY line! I don't think so! Needless to say, After saying the above to him I told him I was was going to an AT&T store that knew what they were doing. He told me not to get upset and that he could fix it but it was a little too late for that considering he had wasted about an hour of my time already. I was livid when I left that store. I'm sorry but a "store manager" that first of all, doesn't listen and second, tries to charge me for something he f*** up on is NOT acceptable. Never again will I be going to this AT&T Store. read more

Don't go to this branch. No one will take care of your needs. Personnel would rather chat with friends. They don't mind if they see you waiting to be helped. So take your business somewhere else. One way to keep businesses on their feet is not to go there. There are a lot of other place to go to. So today, Sept 19,2016 at 706pm I just walked away since no one is willing to help me in this store. 5 stars so just you'll notice and read the review. It should be zero stars. read more