I would give this place zero stars if I could. I stopped by the AT&T Store after a 10-hour workday, ready to switch from Verizon and ask a few simple questions about transfer promotions. Right away, I noticed multiple customers just standing around waiting with no one being helped. I spoke with Fernando (sales associate), and he let me know it would be a while before I could be assisted. I appreciated him being upfront, but after a long day, waiting that long just to get basic questions answered wasn't ideal. What really stood out was the lack of staffing. For a company this big, it's surprising to see only two employees working during what seemed like a busy time and no managers in sight. The two associates were doing their best, but they were clearly overwhelmed. I waited about an hour before leaving because the wait just kept dragging. From a business standpoint, this is a missed opportunity. There were multiple customers, including myself, ready to spend money on new devices and services, but without the right team in place, that business is walking out the door. Nothing against Fernando, he was professional, honest, and handled the situation well under pressure. He deserves recognition. But overall, the store needs better staffing and leadership during busy hours to support both employees and customers. Disappointing experience. I'll be sticking with Verizon for now. read more

Terrible customer service. I waited about 30 minutes, was not even greeted one time. When I finally got helped, I was just there to pick up a new phone. The guy "Fernando" barely said two words to me. Handed us the phone and moved on to the next person. Apparently he activated the new phone so now my son's phone (he was getting the new phone) doesn't work. We weren't ready to activate the new phone, he would have known that if he would have spoke to us and asked. In the past we go home and activate the phone and transfer the other phone's data. Will never go back to this location. read more

Went in with an account issue two calls to AT&T could not solve. Julian R. was awesome. Got everything sorted out for me (it took some doing) and was professional and super knowledgeable. WAY better than my first two attempt to solve this issue on my own. Thanks Julian! read more

A shout out to Carlos... my phone had an app that I did not knowingly put on it that was sending me messages all day long...it was driving , me nuts. He was able to identify it and remove it... thank you Carlos... read more

Customer service reps Michael and Julian were great, however, Michael their manager misquoted us on our phone's trade in value, we didn't know about that until the 14 day cancellation period was up, so now we are stuck with new phones and a new line spending more money that planned. And now the manager won't even take my calls. Terrible and unprofessional avoid at any cost read more

Horrible customer service specially with management: micheal he is so unprofessional and so rude he says he can't help me with simple task like making a claim etc. he simply cannot do his job and needs further investigation read more

Darvin the Manager, Micheal, and Nicole have been so helpful. I've been to this store several times for various reasons over the years. They have always been knowledgeable, helpful and patient. read more

I'm very disappointed in AT&T right now , my daughter got the wrong size phone case for me and I tried to do an even swap for the 6.1 vs 6.7 , mind you our family has used AT&T for over 10 years and just because my name wasn't officially on the account , my phone number is and has been for years they would not allow me to do the phone case swap ( same cost just different size ) because I did not have the receipt . I understand there are policies but sometimes considering the situation they should be more accommodating. I will not shop with them again and I will strongly advise that my family reconsider their account with them . it's very frustrating considering the case is 50.00 and it doesn't fit . I don't feel like a valued customer at all . i Feel like I just got robbed read more

Forget what I said about AT&T "Home Phone" internet service being good. 6 months after I wrote the glorious review, a tower must have blown over because the speed dropped to a lousy 2Mb/sec about as fast as an olympic snail. Suffered for 1.5 yrs and then switched to a different cellular carrier's solution giving 150+Mb/S. 2 yrs later, tried an AT&T phone again and voila, the speed at my house is the same 2Mb speed. Almost 4 yrs they don't fix their shot. No more AT&T for us read more

We came in for an upgrade and not only did Nicole help us get upgrades, she also helped us get more discounts! We apparently had an old unlimited data account and with the update, we even have personal hotspots now. She also brought up how we had phone protection for a couple phones only but with a small difference, we got it applied to all the 5 phones in the account. She also helped apply the 25% healthcare worker discount to the planzThe best part is, with direction from her manager, she was able to help us upgrade our internet speed to be twice as fast for less than what we already pay for! My parents were indecisive with their accessories but she accommodated and refunded and rung at least twice the items again to make sure they got the 20% discount. Nicole was clear and most definitely patient with my parents concerns, we were there for about 3 hours regarding upgrades, plan changes and internet. Nicole has been the most helpful AT&T employee in our decade experience with AT&T! read more

This was the third store I tried. My dad passed away and the account is in his name. I am the power of attorney. The representative at the Coleman Ave said to just bring the trust into a store and we can continue. So I brought it into the Gilroy store since it was nearby. The male representative would not even look at me in the face (HEY! My eyes are up here!). He made me feel like a piece of meat. He said I needed the death certificate. I was happy to get the heck out of there and never return. read more

Sweet and gorgeous chick named Addrade? Helped me save on my bill. Really easy to talk to. Thanks!

I first came here after going to the Morgan hill and Los Banos store. Wow what a difference. Morgan hill had only one person working and there were 2 people in front of us, yes total Karens so I felt bad for the guy. But it was a good one and a half hours waiting to get some questions answered. When I came here I let them know we needed to switch from Verizon to ATT after 20 years. Im glad I did because we had 1 bar with Verizon and I have 3 bars with ATT. But the employees greeted everyone who walked in. They weren't rude or snooty like at other stores. They even got us a great deal on new phones while we traded in our old ones. When I came back to return our old phones I was in and out in 20 minutes. read more

They don't even deserve 1 star I am so sorry but too many mistakes and issues every time I do an order get a new phone or change anything in my bill this happens how can they send me an order and forgot to put my apt. Number when I have been with them for more than 8 years read more

Horrible customer service. Had been waiting for a while. Wasn't even acknowledged and they "friends" where taken ahead of us in line. Never going back. Now willing to travel out of town to be treated like a human being. read more

My husband bought me a phone case I did not like. When I took it to return. They said accessories are not returnable. Then how about an exchange?... they can apply a discount toward the new purchase..What? You want me to spend more money in a store that is not customer service oriented? Even with the item in the package and receipt, you can not get a refund, exchange or store credit. Buy thru any online store besides AT&T!! read more

Great place for a lesson on Terrible Managment. The guy running the store kept keeps the staff in the back, with one exception, the single soul he tortures with extreme micromanagement. It could have passed for training, but it was not. Yes, this manager makes contact with customers, only to ignore us. I broke the spell by speaking about him in 3rd person to the Delivery Man, whom he also ignored. Finally we found the staff in the back. Who knows what horrors this manager tortures them with back there! read more

Horrible service here, better off making the trip to San Jose to another store. Manager took my number and said she will call as soon as someone is available. I waited out side and saw at least 4 guest just walk in and sit down and get assisted. I thought maybe they had appointments already. So I asked one of them on the way out and they said no they just walked in and sat down. While I was still waiting out side in the freezing cold. How do places like this stay in business? It this don't improve AT&T is bound to loose a lot of customers we decided to move our family of 6 over to Verizon instead. read more

Worst ATT store experience ever .. there was person ahead of us.. there were 4 att store guys serving that person When we asked why we are waiting.. guys started talking rudely and back answering The manager called chito or something was worst , thinks he owns att and his attitude is get used to how we treat or fo read more

This place is a joke. Lack of customer service skills, lack of common sense. Train your employees better.

I gave a 5 star review the first time I went here because Jonathan was great and was really helpful in setting up a new phone which I needed a SIM card for . Then the manager came and interrupted noticing that I was paying a lot for direct tv satellite. Victor was the managers name and he told me I could save 60 dollars by purchasing the direct tv streaming device and that soon direct tv will no longer carry the devices I currently have so I might as well upgrade. Well turns out my contract was renewed when we bought our home in September and a new satellite was installed so I went back today to return the streaming device. The manager was very rude and seemed irritated maybe because they were busy. He even seemed to have an attitude with his employee a really nice lady named Nicole who was trying to help me but she didn't know how to process the return yet. I was unable to do the return because I forgot my ID at home but I will definitely not be going back to this store . read more

Waiting on hold for 45 minutes with AT&T "customer service" is a better use of your time than trying the mouth breathers at this store.

Went there today with my grandma to look for a new phone for her and one for my grandpa. The lady who helped us kept trying to push my grandma to switch tv providers, open new lines, etc when my grandma clearly said she just wanted to look at getting 2 new phones. My grandma is fully capable of making decisions on her own and answering questions, she's used to smart phones and everything, yet she kept trying to speak to me instead of her. She was lacking in customer service skills, and we did not feel comfortable going through her to make these purchases so my grandparents will be going to another location. read more

Terrible service I might as well should have done the sales rep's job. I went in to do a claim on a cracked screen and he literally walked us over to the iPad displays and had us do the entire claim alone. If I wanted to isn't it common sense that I wouldn't spend my time driving to the store??? I wanted options on what I can do but he had no interest.... It's unfortunate that I was going in to spend a well amount on a new line/ipad as well as my repair claim but couldn't give someone who gives terrible customer service my time and money. For reference, he's an older male, African American and only one in the store wearing an N-95 mask. Next time instead of sitting around on your phone while the customer does your job try to take the initiative to actually work, maybe you'd get WAY more sales. AT&T will be hearing from me and how terrible of a sales rep you were :) read more

Horrible customer service over the phone and in person. Called asking for help with an exchange and whoever answered was not thrilled, to say the least. When I showed up and explained my problem, they told me to go to Best Buy and ask for help. Did not make any sense, Best Buy is a third party seller and they are an ATT corporate store. Don't bother giving them your business, drive to Morgan Hill or SJ. read more

Been at AT&T customer for five years just walked in the store and asked for help Todd can do nothing need to call one 800 but I deafly no customer service here at the Gilroy location NEMA was the associate that did not help me or do anything to help the customer read more

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

Horrible customer service. Over the phone & in person. Every time I tried to return something they kept giving me the round about. Return to ups, return to fed ex, return to AT&T store. Then kept charging me for crap I never used I I was better off sticking to sprint. Cause I recently switched to at&t and have nothing but issues with everything. read more

Did you know your monthly warranty has a deductible? Well they didn't disclaim it when I purchased my phones "multiple purchased over the years too". If you are selling a warranty you should disclaim that there is deductible of over $200. Really poor service!!! read more

Worst customer service ever!!! They do not know what the hell they are doing.! They make mistakes left and right and order the wrong iPhone color nothing but excuses!!! Went to the morgan hill store to try to reorder an iPhone there but they couldn't help us because the Gilroy store did not take off the installments which was the third trip back and forth. My daughters also got the run around and refused to let her speak to a manager in the Gilroy AT&T store. They are the worst employees ever and they make AT&T look bad!!!! We will be following up with Corporate this not acceptable. read more

A few weeks ago I was having internet problems. ATT technical support told me that my modem was not responding and that it was bad. I drove to the Gilroy ATT store to buy a new modem. I asked what I had to do to set it up & they said "just plug it in." Everything worked fine for two weeks then POW! Internet crashed & I was again spending hours with technical support on the phone. After plugging a laptop directly into the modem to access the settings, the technician discovered that my NEW modem was actually USED. It had another customers log-in ID AND PASSWORD occupying the fields, Shame on ATT for reselling USED equipment as NEW! Sham and fraudulent! read more

Absolute best At&t store i have been to. We just recently switched from Verizon and they made it easy. Verizon was just being a total pain to us getting the process done. Amberrae was the employee we had and i cannot say enough good things about her. She was extremely helpful, patient and so awesome. We had to come back twice because of Porting issues with Verizon and she made sure that we were taken care of. Highly recommend this store and Amberrae as someone to help you. read more

0 Stars possible? I have been an AT&T Customer for over 20 years. I have been to this store on a few occasions over the past couple of years, with the service becoming worse and worse on each occasion. Last week was the clincher--I walked into the store midday. There were about 4 tables with people sitting around them. No one said hello, nor even acknowledged my presence. There was no desk, no attendant, no sign, no greeting whatsoever. I noticed some other people wandering around looking confused. I asked them what they were waiting for, and they said they were on some waiting list. Okay..... After several minutes, a guy who looked like he worked there finally noticed me, and I asked him if he could help me. (Shouldn't that have been the other way around??). He asked me my name, and he did some typing on a tablet device, and then made some vague gesture to a small (maybe 13 inch) monitor way way up on the ceiling in the far corner of the store with a list of names on it. Okay, so that's how the system works here. Waiting.....waiting....waiting......waiting..... Finally, someone calls my name. I ask if there is a particular iPhone in stock. The answer is no. So there went 50 minutes of my day. Could there be a better way? read more

The staff is very friendly and attentive. A staff member rushed to the door to hold it open for me, as he saw me approach, pushing my baby in the stroller. Same upon exit - someone was there, ready, with the door open, as I headed back out. If you forget to pay your bill online in advance, they have a kiosk at this location to pay last minute. It wasn't too busy, and they were helpful, ready to answer any questions that I had. I've only been in a few times - always a positive experience. I think I have had to wait at the kiosk in the past... Which can get frustrating, if you're in a rush ;) Minor. read more

worst customer service ever. horrible management as well! Don't waste your time coming to this store. In 20 years of being an AT&T customer I've never been treated with such disrespect. Take your business to the store in MORGAN HILL! I walked in and told them what happened to me and they were over the top apologetic and said "yes we hear that all the time, that store is the worst." You just lost my business Gilroy! read more

Came here on Friday with my boyfriend to upgrade his iPhone to the iPhone 12, got helped by Slivia she was awesome! She explained to us the options we had to upgrade and made everything go smooth. Also she offered the special bundles AT&T had that day. Overall we had a great experience thanks to Silvia. Definitely coming back to Gilroy AT&T even tho i live in Salinas. read more

These four stars are specifically earned by Jordan E., sales representative extraordinaire. I already use AT&T and came here to upgrade my phone since my 2-year contract was up. His 4-star customer service didn't waiver from the moment my family and I stepped foot in the store to the moment he walked us out... two hours later, mind you! I honestly don't know how we spent so much time picking out three phones, but Jared displayed superhuman powers in customer service: knowledgeable, personable, patient, enthusiastic, efficient, and genuine... Again, I must emphasize that he maintained this over the course of two hours! It's a miracle how he managed to deal with my parents' questions and my irritability when I'm starving. I'm clueless when it comes to data plans and he was able to explain it in a concise, easy-to-understand manner. If you decide to go with AT&T and happen to come across this store, seek out Jared. During the Winter 2013 semester, you can find him here everyday except Mondays and Wednesdays. In general, avoid weekends because this store is more crowded given all the Outlet shoppers. (In case you're wondering... Why 4 stars instead of 5? I know it's just part of AT&T's sales routine, but I didn't want to be talked into also getting tablet and/or AT&T wireless landline when I was focused on just getting a cell phone.) read more

Went in to buy a new phone. This is for our business. We spend a ridiculous amount of money with at&t. We were not even acknowledged by anyone. We had to go and find someone to help. I asked what the different features the new phone had over the current. This lady didn't know anything about the phones and then told me to read about it online. She was rude and extremely unhelpful. We are considering switching providers. read more

helpful staff member but very rude service manager. Unwilling or not inteligent enough to help. Auto pilot responses when asking for help to fix a problem / options to upgrade after a Samsung upgrade. First member of staff was helpful, however she had to refer me to the manager who had no clue but wished me a good day with a smug face. This is not customer service read more

Explains the low ratings. So slow. Still sitting here waiting. Employees talk to much. Just get the job done and go onto the next customer. They put you on a list, and then forget about you. The stores apparently are just like calling them: absolutely horrible customer service. This particular store I can sum up in 3 words: IDIOTS IDIOTS IDIOTS!!! read more

Absolutely worst experience here. Can never answer any question or help even give the correct information about an account. They always "don't know how to do that" or "aren't able to bc the manager told them they can't". The amount of times I've have to call the 800 number and spend hours just to get a receipt for work or add $5 to an account bc they gave me the wrong information and now "you have to pay $20 even though you owe $5 bc thats all we can do": They also wouldn't let my family use the gift cards they got for trading in their phones (almost $300) which they were told could be applied to their bill because while trading in once they got it in the mail; "they don't know how they can do that". So I'm wondering now that they're expired bc they couldn't use it at the store and nobody there could tell them how to use them online, are my parents gonna get back the phones they traded in that were in great condition im exchange? Probably not. read more