The customer service is horrid. The woman with way to much eye shadow could not fix my phone. I'll I needed was her to look up how to unlock the phone. She could not figure it out. Told me I had to go to apple. I went home access the internet and found the answer in min. They are jot good at there job. The manager said that he had worked there and fairoaks store and in LA. He was even worse. They have no tech knowledge. Super rude. read more

This store deserves no stars. A few months ago, I went in with my husband to upgrade his phone. He had trouble resetting his phone, so Aleya gave us her cell phone number and said she would take care of it. I had a bad feeling about it but she assured us we would be taken care of. She never got back to us and when I called her voicemail, her box was full. When I stopped by, she was never in. So, we lost the upgrade credit. I am a small business owner and don't have countless hours to chase this down. The online store is just as bad. After being hounded for months that I am eligible for an upgrade, I tried to upgrade my Fold 3 to a Fold 6. According to their site, I was not eligible, though I had tons of messages stating I was. I called and their rep confirmed that I was eligible. After two hours on the phone setting up the account for an upgrade for my new phone, I was told what my bill would be. An email was sent to confirm what my future bill would be. However, when I got my bill it was $100.00 higher than I was quoted. Also, AT&T never sent me a label to return my old phone and when I asked the rude Grass Valley store rep, she said that I didn't get a label because my phone wasn't an upgrade. So, now I've got to call and spend another hour or so to battle this out. I'm pretty much done with this company and once I've paid off most of my phone, I'm dumping AT&T. read more

The worst AT&T store ever. Beware this is authorized dealer store which means it's a franchise that benefits only when selling equipment, not customer service. So, they'll work real hard and cheat customers to sell you something, then they'll have nothing to do with you or product after that. They'll tell you to take it with AT&T corporate store. I saw tham in front of me waiting sell an old lady a fancy smart $300 phone when all she asked for "phone I can call from" and she had lost her flip phone. They had flip phone in stock too. Employees very unmotivated and lazy to start with, setting on their fat steak and potatoes asses. They'll see people in parking lot heading towards the store, and they'll go hiding in the back office. Always a huge line for no reason really, other than being lazy fat asses and not motivated to train or be trained, so if you're lucky you'll find one person who knows how to do something. This is what the manger will tell me, that she's the only qualified person to deal with small business accounts. read more

I've only been to this store a total of 6 times. Each time I've been met with rude service and long waits. They've never once been able to help me, after spending a total of 4 hours on hold trying to fix my problem it's painful to hear them tell you "try calling or going online." Only to go to a different att store and have them fix it promptly. My last trip there I couldn't even stomach waiting any longer after I saw Stephanie yell at a family, refusing then service demanding they leave. I kept to myself but realized it was because their child couldn't wear a mask because of a medical problem. It was horrifying I got up and left and watched as two other employees let it happen. Under california law that's called discrimination and I hope they take legal action. On a good note, the place is always clean and organized! Too bad the employees and rude and discriminatory. read more

SCAM ALERT! I signed up for a new account. I told the salesperson I just wanted a basic, cheap plan. I did not receive any paperwork, and was told that I would get it in an email. When I got home I looked at the paperwork and realized I had been signed up for insurance and a "phone replacement" plan totalling an additional $40/month! Now I'm calling to cancel, and being told that I can't cancel for a few weeks, so must pay for them until then. Was the woman who sold me the plan hoping I wouldn't notice? read more

The lady working today lied to my boyfriend and said we could not port over a cricket phone number to AT&T AT&T owns cricket and yes you can port it over. Sorry you lost out in commission but that is not necessary to lie because you lose out. read more

Awful technicians who try to up sell you ... After iOS update my phone started overheating, acting really funny, and couldn't connect to carrier. The shop affirmed my diagnosis: I updated my iphone to the latest iOS, but it was too much for my phone. THEN ... they told me I couldn't do anything but get a new phone. R.I.D.I.C.U.L.O.U.S. for a software issue. There are many solutions although Apple doesn't recommend them, but it can be done. A few store technicians really made it seem like I had no options and tried pressured me into a new phones. I left bc I didn't like their attitudes and simple minded solutions... I googled a fix and am back in business.. read more

No coverage where we just moved to, and AT&T won't let us out of the contract, make arrangements, or anything. AT&T even acknowledges that we're out of range per their own coverage maps, but they still won't help at all, in any way. Profoundly frustrating T-Mobile and Verizon have great coverage. T-Mobile also offers contract buyouts read more

I am so happy with the service AT&T provides me. Usually, when I come in Brenda helps me and she is so knowledgeable, welcoming and very nice. She has so much patience and she is very helpful. I am so happy to come in because she provides the best service. I highly recommend her if you need help with your phone or have any questions. Thank you Brenda! read more

I went to this store to reactivate a lost phone. The worker that appeared to be in charge was so rude. Before I was able to ask a question she orders me out "because of Covid-19". I get it but this person does not need to be so rude. After waiting 39 minutes in 58 degrees I am allowed to ask my question and NO, they weren't able to help me I am not an ATT customer anymore. This store is the reason why. This store is a poor excuse of an AT& T store with poor customer service and owners or franchisees that don't care. Save yourself the time and frustration.. Don't go there. read more

The worst! I stopped into this store at 5:44 tonight and the clerk says "Thanks for coming in! Sign in and we'll be right with you. Keep in mind that we close promptly at 6." I asked "Does that apply if you are already in the process of helping me?". Her response...."Yes. We close the store and get written up if we stay after that." What a joke! Then make the hours to 5:30 so you have time to finish all transactions. I guess i'll go buy my family's three iPhones from someone that wants the business. read more

Walked in to get fixed wireless. Girl was clueless. I asked her to look it up she said it didn't matter she wouldn't know how to help me anyway. Pretty worthless. Then she said, we have something like that, it's not called fixed wireless. I said maybe it's the same thing, she said I don't know I can't help you. At that point she was pretty snarky. I walked out. Then I tried calling att. Could not even get someone on the phone to talk to. I see why I left att years ago. read more

Came in here yesterday and after waiting 15 minutes and listening to people talk about how they had an appointment but their appointments were disregarded and were well past their appointment time, I decided to leave. This was also after one of the sales reps was very rude to one of the customers speaking with another customer about their wait times. In no way was this woman being snarky rude in fact was very upbeat and the customer rep got snarky with her. So I walked out. Came back today to an empty place with three sales reps standing around none of them could answer any of my questions really. And when I was speaking to the sales rep about my phone plan he would not even look me in the eye he literally stared out the window the entire time making zero iContact with me. It is literally some of the worst customer service I have ever seen in my life. After reading some of the other reviews on here I don't know how they're still in business as it is all true. I will be going to the competitor for help. read more

Stephanie was an absolute horrible employee and an awful representation of your company. I would suggest firing her immediately. I lost my phone and went in to buy a new one. MY NAME IS ON THE ACCOUNT. I wasn't able to get ahold of my husband and she had the audacity to leave my husband a voicemail saying she didnt think he knew who I was and I should be taken off the account after SHOWING HER MY ID. She is losing you sales and is an awful employee. Put her in the back read more

Their employee Gia was absolutely amazing! She helped me with getting the deal I was looking for and definitely knew what she was talking about read more

Recently I purchased two iPhone 8s for my 11 year old granddaughter and my wife. Both needed to replace their iPhones. Both live with me. The 11 year old is ok but the wife can be a problem particularly when asking questions about her iPhone. I am 3 years from a flip phone and have a $50.00 prepaid Tracfone. Fortunately the salesperson was the store manager, Celestial. She patiently explained the options and I was able to understand almost all she told me. We went back two days later and she explained the rest. Celestial was very knowledgeable even knowing more than the 11 year old. If you can't convince your granddaughter and wife to buy a Tracfone WHICH IS ALL THEY NEED, I recommend consulting Celestial. read more

I was in this store this morning and the customer service from Brenda was horrible. I came in asking for help with a few items thinking it would be best in a store since online or on the phone is a nightmare. Boy was I mistaken. When I asked if she could please speak up she said NO I CAN NOT. It just went down hill from there. I ended my interaction with Stephanie who was very helpful. Brenda needs to find a job outside of customer service. Seriously! 6 feet away, plexiglass ans masks....I didn't think asking her to speak up was asking for much. read more

Our internet connection has been a hit and miss situation since we moved here 11 years ago. At first the excuse was where we lived (foothills) and we couldn't get a faster speed than "slow" IMO...then recently we got someone to up the speed...it's still pretty slow, but better than dial-up. Now over the last 2-3 years we've experienced intermittent internet off and on...had a couple of modems replaced and works well for just a short while (about 6 months) and then here we go again. The tech from THE PHILIPPINES (let's make America great again??) tried to say the earliest a tech could come out is THE 24TH! Unacceptable!! After speaking with a supervisor, they will be out on Tuesday the 10th. This is 2018, I cannot believe we can't get better service/connection than this!! read more

If I can add a review with no stars , I would of ‍ but I had to use one star, this ATT location is the worst place I have ever done business with, they are there because they are forced and definitely not want to be there or something, Not even a hello, or welcome, first thing she said was, it's a 45minute wait, she looked so miserable and very very unhappy! She was helping new customer, they wanted new service, but she definitely encouraged them to not too because it's a bad time, they had different suggestions for opening service but everything they said and asked she encouraged them not too. she just kept encouraging them not now, maybe later, she did not want to work, if she had to do something, she would tell you something that will be for a later time, not now we went there to upgrade our account to add two new phones, both where ready for an upgrade, but she did not even checked our account or looked at my phone, the only thing she said, is how big my mask was and that it was not doing anything because I was not wearing it right! My mask fit just right, it was double up material and I knew it fit well, so she wanted me out and to just call customer service and do the upgrade on the phone or through my ATT app‍ I'm telling you, she did everything to not make her do any type of work, I was so disappointed, my husband boss has his company phones through ATT and he upgraded all of the employees with the new iPhone 12, and he recommended this place because he got such a good service from one of the employees that really wanted to be there and appreciated his job. That was my only reason I went there, because I was planning on going to Rocklin or Roseville next week. But he said, go there that guy was very good and will hook you up. Well I guess I did not get get that guy, and he was definitely not there, because the other two guys that where there, where to busy with there Social media on there phones, not once they asked if i needed help while that rude girl was busy telling that couple to wait on opening an account, obviously the manager has not taken the time to pop in or care enough to see what is going on at this location, with all this business going out of business, you would think they would try a little harder to stay open, but it's not their business and I'm sure unemployment will take care of them while they stay home ‍ I ended up upgrading calling ATT and they where very nice I just hope that when I get my phone, someone will be on a better mood to transfer all my data to my new phone or else I will cancel and go with Verizon, they have a good promotion buy one and get one free iPhone 12 both of my phones are paid off so I owe them nothing to think twice on staying with a company that careless about customer service ‍ Everyone don't waste your time going there, if you are planning on getting service, Don't go there‍ you will definitely change your mind really fast read more

Customers need to realize that this store is under the umbrella of PRIME, the largest network of AT&T phone stores, not AT&T corporate. With that in mind, I have found the local resident employees helpful, patient, professional, and personable. Using their excellent, simple sign-in system as as good as most resturants. The patient personal attention each customer receives takes time. I've had 1 or 2 occasions when I simply returned at a less busy time. If you have a coverage or other service gripe, contact AT&T corporate. Please realize that we are a rural county with hilly terrain...far different than an urban, flatlander area. Relax, G5 is on the way, this year...hopefully! read more

I always get great help here. Everyone is committed to providing great customer service. Especially the manager, Stephanie. I came in after my phone had been shut off at the fault of one of the associates who no longer worked there. Stephanie went above and beyond to correct his wrong. She was on the phone with customer service FOREVER and seeing that I had 2 children with me, she helped me get a payment arrangement made so I could get my phone working. I am so thankful for her help. She is wonderful. read more

Four hour wait first time in. Told clerk what we wanted and said we could have those channels for less than Suddenlink. Went home and did NOT have the channels we talked about. Went back in a second day to get the correct channels. Price went up to what we were paying sudden link. Asked again for NBC sports to got home and TV says can not get in this area, but we are paying to receive. Told to call a 1-800 number. Now on phone again with AT&T. Be aware that they are not up front with you about what you will be getting or the price you will pay. It all sounds good in the store ...but not the reality. It will take longer to get to where you want. Now must put box in bedroom into living room. Why? read more

A lady named Shantel (idk if I'm spelling her name correctly) helped me today. I was so frustrated because my bill was so high $155 a month. Came into see if it could be lowered. I was convinced that I would have to cancel services. Shantel helped me completely rearrange my bill which I now pay $77 a month. She also helped me recieve discover due to my nursing license. She was so sweet and professional. Eventhough customers started coming in and the line had a couple people, she remained calm and collected. I've had AT&T for six years and this is the best employee experience I've ever had. 10 stars for Shantel read more

Flat out refuses to replace defective merchandise that was purchased at their store. Apathetic, rude customer service representatives. Gonna be contacting AT&T directly since the people working here are absolutely useless. read more

My daughter went into this store with a broken Iphone. The individual that assisted her started off by telling her that her account had been suspended and that the phone number would need to be changed. Additionally they told her that she would have to pay off the balance on her broken phone and buy a new one as well. We had the insurance coverage, what should have been a simple discussion about the insurance coverage and how to file a claim turned into a total play for them to earn some commission dollars by taking advantage of my daughter by not telling her the truth and selling her a new phone. After talking with my daughter about this experience, I did research and learned that they had lied to her about what needed to be done. I promptly called the store and they told me that they could do nothing for me over the phone and we would have to go back to the store to talk to someone. My daughter then drove back and spent two hours working to get them to correct their mistake. Even now, we still don't have it resolved. (two days later) She gave back the new phone (that she didnt need to buy) but the store still charged her for the full balance of her current phone and the sales tax on the new phone. The great news is the insurance company is sending her a new one but that does not take away from the fact that this stores unscrupulous business practices. I would caution anyone with phone issues to go to a "real" ATT store and not an "authorized dealer" like this store. read more

The staff at this store worked with me for a week to get my phone ported over from another carrier. For some reason there was a hangup with something in the AT&T system. Without their help, I'm not sure it would have ever been resolved. I highly recommend this store. Excellent customer service. Special thanks to Theresa, Brian and Karina. read more

This is the worse customer service I have ever experienced in my life. The bearded guy in the stores acts as if he is God and knows everything and when you tell him different (such as his info did not help or work), his attitude borders between 'you are an idiot not worth dealing with & FU'. I went in to unlock my phone and he gave me wrong info about how to unlock it when I returned home. I had to return, then he helped me. Eventually, AT&T blocked my phone because of our multiple tries, they suspected fraud. When I went back to tell him, he acted as if that was my problem, said he could not do anything, gave me no information how to address it, nor any phone number. He was exasperated with me as I was surely a moron in his estimation and did not share the knowledge that only he, as God, knew. Worse, he was not a kindly God nor professional. His customer service rates a -10. I have had similar problems with this store in the past. Even more pathetic, AT&T offers no help. After 4 hours on the phone with multiple persons, no one has the knowledge or is motivated to help. I may have to buy a new phone since I can not unlock my iPhone and am stuck in Hell. AT&T promised to call me at 8 am this morning with an 'expert', but, of course, no one called!!! I had to call and the lady who I eventually reached was unable to help me although she spent 30 minutes on the phone with me. She told me someone would call be at 7 am PST tomorrow. I have no hopes for this Evil Corporate entity. I suggest any readers check into ANY OTHER store to buy a phone and to definitely not use AT&T service. Try T-Moblie, xfinity, or any others. AT&Ts cell towers in this area are horrific and service is suspect in maybe areas from Nevada City to Brunswick to Grass Valley. read more

I recently went to the AT&T store here in Grass Valley after cancelling my service with another carrier. The girl that helped me checked the area where I live and work . She told me I should have good service in both areas .They setup my sim card and phone worked good in thee store . I went back within 2 weeks and explained the service was terrible . She said she was very sorry and told me I wouldn't be billed any further charges because it was within the month. I setup automatic payment and she said that would be cancelled and no charges would be added because I paid the setup and one months payment. I received my checking statement today and they did charge for another months payment.I called them explained i was billed another month and the woman that I talked to said there was nothing she could do I demanded a manager .The manager was a total jerk and said he could do nothing about it . read more

Terrible service. I have been an AT&T member for over 25 years, lousy internet, and now that they are in membership with Direct TV, even worse. Might as well have dial up. Huge cost and no service! read more

Decent service in store, but try to call or email them and it is like they are not in business. Tried to call the store three times in one day and the it just rang and rang. The next day I finally got to leave a message and nobody ever returned my call. The same for sending an email, it was never answered. When I went into the store and complained, they said they were too busy to answer their phone. I will do all my business with AT&T online from now on! read more

I don't know if the staff is not properly trained in current deals or if they are completely pressured to try to up sale. We were given a promotion in the past that wasn't even a current promotion. It took me doing research to realize I wasn't getting the credit we were due. My husband went in there this week to switch some account info around and was there for at least 2 hours! They told him that even though we have been existing customers for years, in order or open a personal line his credit would have to be ran again. But they said it was NOT a hard inquiry! Well that was a lie because it already has shown up on his credit report a hard inquiry that'll be on for a few years!!! Why lie about it? Or is just a lack of knowledge? It's frustrating that we are loyal long time customers and continue to have rotten experiences. Maybe our fault and should go else where... either way it's a huge lack or quality service we are being given. read more

They gave us false information and we were charged over $150 more on our credit card than they said we would be. Can't get any customer service from them nor from AT&T corporate. We're switching carriers after many years of being with AT&T. read more