Serena was amazing. Actually, all their staff was excellent to me. I recently upgraded and had one heck of a time converting everything over , Serena took the time to walk me through a phone call with Apple to get everything switched over! That is customer service ! read more

Good Afternoon, I have been a loyal customer to AT&T for at least 25 years.Unfortunatly I have a complaint about the service that I received in your Jackson Office on Monday 1st September. A few weeks ago I went into the Jackson office to get a replacement protective cover for my IPhone. When I bought my phone I was told that I would get a replacement under warranty.The guy in the store did not have one in stock and advised me to call 611 and they would send one to my home and I could come back into the store and they would put this on for me. When I returned home and called 611 I was told the information that I was given was incorrect and they should get the replacement for me. Fast forward to the 1st Sept. I went into your store in Jackson again and there were about 5 staff huddled together and one employee Eric came over. I explained to your employee Eric what had transpired and he then went to get a replacement and told me it would be $50. I explained again to him what customer service told me and he looked at his IPad and said he could not find my invoice and I would have to go home to bring in my receipt. I also asked about my wife's phone as she needed a replacement, took one look at her phone and said "we don't have that!" His attitude was appalling. I then went into the parking lot and called 611 and a very helpful lady found my receipts which she sent to me immediately. I explained what had just transpired in the store and I did not want to have to keep going back and forth between customer service and this assistant in store. She sent me a link to show Eric how to proceed. I then returned to the store and explained that I now had the receipts sent to me from customer service. He did not even look at the receipts.He would not look at the link she sent me to show him the procedure he was supposed to follow.He told me the protector was an AT&T brand and that I would still have to pay $50. The customer service lady told me that it would have to be an AT&T brand. He would not listen to me at all. By this time I was very frustrated as Eric obviously didn't want to take time or effort to change it. I asked to speak to the manager and he just replied "he's not here". I live a 40 minute drive away so it's not that convenient for me to visit the store. This employee Eric did nothing to help me at all. He just kept saying either I pay $50 or I don't get the replacement. He was very condescending. I asked him what I could do as customer service said one thing and said another and he just replied "pay $50". I feel like it was just too much trouble to replace it and was probably disturbing his conversation with his work buddies. He then got a bad attitude and told me I had to leave and not come back. I tried to reason with him but he told me I was trespassing and never come back. That is not great as I have a phone,my wife has a phone and so does my son. So when we need help,upgrades etc that's a bit inconvenient. We pay over $200 per month for the privilege and can't go to our store? This is the first time ever in an AT&T store that I have been treated like this. I have always had exceptional service and recommended it to other people. As I am no longer allowed into your store I will now have to look elsewhere for a new phone provider. It is very disappointing that your staff are not trained well or are incompetent. read more

Had a horrible time with customer service over the phone, an entire days ordeal, but Nick was able to fix everything for us at the Jackson store! He has assisted us a couple times now and he is always a pleasure to work with, super knowledgeable and kind! read more

These guys do not know there stuff. I was given wrong information 3 times by 3 different people. I ordered the Air home. Was told it was 30 days free trial. Came back in for another employee to try and switch me to the business, couldn't do it and this employee told me know, it's only 20 days. I had some install issues once I received my equipment. I called tech. Found out from them it's 14 days. I immediately returned my equipment because this started off so bad. Well they have now sent me to collectors after giving my return receipt to 2 employees. This place is a joke read more

Bought a new phone 15 there in Dec. 2024 broke the screen I called to see if they repair and replace the screens there was told no but was told to have the screen replace it could run uo to 700.00 that was odd seeing thats what I paid that for the phone at that Time I was told if I came by they could give me a cost on a trade and after checking with my Apple account found out the screen cost is 129.00 to replace the screen at a Apple repair shop. This store is shady BEWARE BEWARE read more

I came into the store to buy an Apple Watch. I had a salesman name, Eric, who was rude from the very beginning and did not want to help or answer my questions. I agreed to buy a specific watch and ask Tim if he could transfer the data he got rude at that point and said that it would take an hour and a half. He obviously did not wanna wait on me and then told me that he cannot serve me. I own my own company and have never been treated as such before I have been with AT&T for at least 25 years. read more

Went in this morning. The lady who helped me helped me fix my problem immediately and perfectly. I had been on a cruise and ATT shuts off data if you start getting charges from places like Canada as you cruise by. The problem is they dont turn the data on when you get back. My iphone wasnt working and then I got a new Apple 16 . It wouldnt work either. I went in and told her what happened and my suspicion it was ATT and the cruise. She found it immediately and fixed it. I bought a new case and screen shield at the same time that she put on. I couldn't have been happier read more

O.K., so I went to the AT&T store today. Several people waiting. The AT&T personnel worked quickly and soon it was my turn. I had several changes to my service. I thought I'd be there forever with someone who didn't understand what I was wanting. Boy was I wrong. I worked with Maria. She got it done. She was so good, I actually added a line to my business. She knew her stuff about AT&T cell service. Thanks Maria. Great work. Richard Skidmore read more

Been through @ least 10 phone purchases or upgrades throughout the years & never had a bad experience. Gets busy sometimes but have always been acknowledged and gotten to in reasonable time. They've always been knowledgeable & have taken the time to compare my existing plan to their current offers. read more

Opened business account recently with the team at this Jackson store. There was no waiting for other customers, and the workers seemed kind enough, but we spent over 2 hours in there since no one knew what they were doing. We still left smiling and thanking them anyways. However, after getting home it turned out they failed to activate one of the phones. The store said they could do nothing unless we came back with our ID's. We live far, limit human contact being immunocompromised during corona, and didn't have much faith in them so we called corporate. Customer service went through 4 service technicians trying to troubleshoot what this store did wrong. They couldn't even activate the line until the next day! We lost 3 days of business communications and no offer was made by customer service or the Jackson AT&T store to make up for this mistake in any way. read more

Absolutely disappointed!!! My husband purchased a new I phone on his lunch and made an appointment to have it set up at 6:30 that evening. He showed up at 6:33 and the doors were locked and they closed for the evening! Their normal hours state that they close at 7!!!!! Unacceptable in my book!!!! I will never do business in that store ever again!!! read more

This is for the AT&T store in Martell/Jackson. Absolutely the worst customer service I have received in a long time. This is brutal, but just the facts. Went in to get hotspot internet service since Starlink is going down the tubes here. The sales rep told me he didn't sell them but suggested one from Amazon, which I bought. 3 days and $350 later, it arrived and I brought it in to set up. Then took it home, and tried to connect. WiFi, no internet/data. Brought it back. Then they said I needed wife to come in. Still not working. They suggested it might be a set up delay and I should try rebooting every hour. Still not working, so back I go. Spent yet another 20 minutes waiting for someone to help, still not working, so bumped to manager, who finally suggested I go to Walmart and buy a different hotspot. Which they don't carry or have in stock. Now I'm signed up for $75/month data plan, which I can't use, and $5.39 for a SIM card, which I can't use and they won't refund. So to cancel the data, they say I have to call AT&T customer service. Manager gives me a number, which is for TV service, not anyone who can help. Cluster f***. Try Folsom, Try Davis, try anywhere else but this store. If you do go and "Nano" waits on you, run unless you have a very simple problem. Have been on phone trying to cancel what they did for over 40 minutes so far. Spent 4 times back and forth and several hours in store for squat. Horrible, Terrible. Complain to manager and she shrugs her shoulders. read more

ATTENTION OWNER !!! PLEASE READ AND RESPOND ! Nov 27,2022 my husband and I came into your AT&T store to have data transfered from 3 old phones to 3 new phones. Two phones were no problem. My husband upgraded his phone and he was given "up to $1000" in credit for his old phone. The representative there ( very kind young man ) did all three of the data transfers as well as wiping clear the phone my husband was shipping back. We went to the store because we are older and do not know how to do the transferring and wiping clear our phones. The young man helping us told us we could go to lunch and he would have it ready for us when we got back because it would be a bit lengthy. We decided to stay and wait. After transferring the data and clearing the phone, he put everything in a box for us but said he could not ship it from the store. We had to go elsewhere to have it shipped. We had it shipped from Staples. Long story short, AT&T kept our old phone and would not give us the $1,000 credit towards the new phone. They said that the " activity lock " was still on when they received the phone and apparently, it was supposed to be cleared before it was sent in to get the credit towards the new phone. I called AT&T and they told me I would have to go into the local store ( the Jackson, ca. branch ) to get this straightened out. The young man that helped us when we first came in to have the data transfered and phone wiped clean, acknowledge that he helped us and apologized for the mistake. We kept being told were not getting the credit because of the activity lock. It was established that it was not our fault as the employee was supposed to have already done it. I called the AT&T main customer service phone number and they said the credit had to go through the Jackson store because your employee should have correctly transferred data and turned off the activity lock on the phone and therefore the credit had to come from your store. You are not a AT&T corporate store but privately owned. After several attempts to get our $1000 credit, the manager told my husband that he would get a $26 credit on our bill every month for 36 months to make up for the $1,000 credit owed us. However, in order to get the credit we would have to text her ( the manager ) every month for 36 months to remind HER to credit US. This Arrangement was only established after a very lengthy conversation with her. After my husband told me this arrangement, I did not agree with it and went to talk to the manager myself. She told me the only way I would get my credit for the $1,000 would be to text her every month for 36 months to remind her to give us a credit each month. That is ridiculous! After telling her so, she told me that was the only way I would get my credit. So, not liking the situation but had to settle for it anyway, I asked her to give me a receipt showing me that they owed me $1,000 being paid as a $26 credit on my monthly statement for 36 months. She would not give me a receipt showing that I was supposed to get a $26 credit for 36 months equaling $1,000 nor would she give me any kind of documentation of the agreement. She only said that she would credit $26 each month to my account if I text message her every month. So, I asked her, " if you got into a car accident and died, how would I have proof then that you were going to credit my account the $26 every month "? Her answer was, and I quote "I can't help it if I were to die" !!! I told her exactly, that's why I want proof that you are giving me the credit. If indeed, this is the way you handle business it is wrong. I am entitled to a receipt showing a credit or a document showing your intent to give me the credit. Actually, I venture to say it is fraudulent or illegal that you don't. When I told her I would not accept not getting a receipt or some sort of proof, she asked me to leave the store. Was I angry, yes. I was getting nowhere with her and her arrogance was exasperating. Please respond to this message. I do not know how to get a hold of you as she would not give me a phone number. She only stated that she would have somebody call me but that I probably would not receive the phone call. Really!? That's your customer service? I am asking kindly that you please call . I do not want to take this further but, I have no other recourse. ****Note to the reader, I would not be giving this business any stars however, because the initial employee was excellent to work with, I am giving a single star. Also, please note the negative reviews in the last 2 months. Your manager started managing the store the first of January. Seems to me there must be other problems. read more

These people were very rude and unhelpful. They wouldn't help my husband transfer data from his old phone to the one the insurance sent. What happened to the nice people who used to friendly and helpful???? read more

My family came here with me to upgrade our phones all together. A young man named Alex helped us out. Super patient, informative, and helpful in making decisions on what to get and know before upgrading. He stayed shortly after closing time to continue to help us and remained patient. My parents were happy with their experience and mentioned coming back here anytime we need other services with AT&T. Thank you Alex for your awesome customer service. read more

Great customer service and amazing vibes from the employees, a full 10/10 most definitely will be coming back again

After spending a boatload of money on the new Galaxy S10+, only to find there's an "unfixable" glitch in the security pattern passcode, I went back to the store so they could help me fix it. They said they can't "hack" into my phone. Fine, I get it. Security is tight, I call Samsung, they tell me I have 14 days to exchange my phone. Back to the store. The staff is very accommodating...the manager however...rudest, most dismissive service I've EVER encountered. I could hardly believe it. The nice employee girl offered to call the warranty store in Citrus Heights for me but before she could, this disgusting slob of a "manager" told her to 'not bother". End of conversation. If you encounter this fat, sweaty piece of shit at the AT&T store DON'T EXPECT ANYTHING. read more

Fraud, was sold a hotspot and told it had unlimited data, $575 later, I got stuck with overages they said they could do nothing about. Sorry that happened they said. But we no longer have unlimited data on hotspots. Plus they wouldn't refund on the hotspot! The district attorney office will be notified. read more

Horrible experience, over priced phone, not much guidance and staff were distant and unfriendly. Mid day, not slammed. Will not do business with them again. read more

Worst ever store in the history of AT&T stores. I have been in this place three times and walked out all three times without being served. Walked in today the clerk never once looked up from his computer never once greeted me and never once stated that he would be right with me I stood there and waited for a response. Response never came so I walked out. they must be doing some great business that they don't need my money at all. I will never come back it was actually my fault for thinking that things would improve. Don't waste your time. read more

This is the worst at&t store I have EVER been to! I have been waiting for 2 hours. I stil havent been helped. I just want to make a payment. They have no idea what they are doing! They need to learn time management. This is annoying. You can do grocery shopping, get a car wash. Go back home, put the groceries away, drive to Modesto and back and still be waiting!! read more

Today my husband and I went in to ATT as he had gotten into a car accident and his phone was distorted. While we were there we decided to get 2 phones and accessories. Matt the manager assisted us and I've never had such poor service there in my life. It took him forever to get anything done, he didn't interact unless he needed too, he knew I'd need all my things on my phone moved over and waited until the end to start it. He helped another woman while he was supposed to be working on our phones and then at the end transitioned is over to another guy. That guy was great and he's the only reason for 1 star. You guys need to get it together there but I can assure you I will drive to Lodi next time. read more

LITERALLY BAD SERVICE. We got told 30 minute wait so we walked 3 minutes to Jamba Juice and right back and they had my name crossed out (?) we then put our name back on the list and let the guy know we have been here an hour now LIKE HELLO SOME SERVICE WOULD BE NICE. E proceeded to ignore us and move onto the next women on the list.... Just because we are younger gen doesn't mean we aren't here to buy/ and or pay a bill to AT&T so the fact that we were blatantly ignored is RIDICULOUS !!!! read more

A couple of months ago, my husband and I went to this location to purchase new phones. We were there forever but we thought it was because "the manager" was doing such a thorough job. We repeatedly asked him if there would be any changes to which he assured us "no" everything would remain the same. The first month we get our bill and it was much larger than we thought but I figured the "discounts" would come at a later time. Before the month is up, we get a message from ATT saying we had almost used all of our data. Now....we had 20 gigs and NEVER went over 5 gigs in all the months we had our plan. We just figured we used our phones a lot that month. Next month, SAME thing! A message saying we are almost out of data. I knew this could not be right. I decided to call ATT and was shocked to find out that little snake of a so called manager changed my 20 gig plan to a freaking 6 gig plan!!!! WTH???? I was sooooo mad. At first they told us we could not get our original plan back after we explained what happened. I was not going to let them get away with it. I finally got my original plan reinstated. He also told us if we let him set us up with direct tv on our phone for $10 a month, we would get $10 off our accessory purchase so it would basically be free, THAT never happened. We paid for the direct tv but never got the $10 discount. Beware of this store. They will lie to your face to get the sale. After a bad experience with this location, I feel like I need to leave an updated review. My husband's phone was having problems charging. We went back to this location because it was the closest to our home. We were the first ones there when the door opened. We walked in and we were greeted by a guy named Jack. My husband told him that his phone was having problems charging and it was a fairly new phone. The guy had an attitude like he didn't want to be there. He takes my husbands phone and tells him he needs to just get a wireless charger. That was his solution, he had no interest in looking at it to see if there was something he could do. My husband asked if they fixed phones there and he said no and told us where we should take the phone. At this point, another employee walked up...a girl named Michelle. She asked Jack if he looked to see if anything was stuck? Ummm, no he didn't, he had no interest In trying to see if there was something he could do. Thank God Michelle wanted to help. She took out a little tool and looked in the charging port and saw there was debris stuck in the hole. She spent about 15 minutes cleaning out the hole until the charger went in. The phone worked!!! We were so grateful that she knew what to do and took the time to fix it for us. If she hadn't been there to help ...Jack would've sent us on our way. This location needs more employees like Michelle and less employees like Jack. If you are not there to help people, get another job. read more

AT&T is the company I've ever dealt with. Horrible customer service, they don't keep their appointments and they don't keep accurate records of when contacts started. My two year contract finally ended and they're claiming I have 9 months to go which would make it an almost 3 year contract. read more

The wait here is extremely ridiculous. Don't waste your time going in unless you have hours to spare.

We switch from dish to direct tv 1 month ago and it's been hell are main receiver broke and we have been without tv for 5 days I've been calling to get someone out here now it's going to be another 5 days without tv because they are on back order seriously this is a business and there receivers are on back order I've called att which took over direct tv and they have been so rude how does this happen I've never been so pissed off at a company they begged us to join and we have been treated like shit read more

This store has been the best experience to date. There was no wait time, they have great promotions and the staff was courteous and knowledgeable read more

Yesterday I stopped in because my 4 year old Note 3 stopped working. I love that phone. Anyway, the battery blew up after a long Lyft night. The young man working, Mason, suggested I purchase a Samsung battery online for under $20. He was very nice. He a seared all of my questions and treated me as if he were in my shoes. He mentioned 2 promotion going on currently. (My visit was 1/2/18.) The way he was so factual... so literal about the promo and was the opposite of a pushy sales person (I just bought a new car and had my fill of sales people for the next few years, ty) made me feel as if he was totally out for our best interest. My son and I that is. As he told us about half of the promo, it requires us to trade in 2 phones. Mine wasn't eligible because of a small crack in the frame. He suggested going to Wal-Mart and purchasing a $100 phone to trade in for $300 in credit, in addition to my son's iPhone 6s plus for another $300 in credit. So, we did. We returned around 5pm with 2 phones to trade in. We got buy one get one free and $600 in credit. $150 towards taxes on THE NEW NOTE 8s and was able to go on a shopping spree with the remainder $450. That was so fun. Mason stayed very late, after closing time to ensure my son and I understood everything we needed to k ow about our new phones, he went over our pricing in detail and even invited us back the following day so he could finish transferring my son's data from the iPhone to the Note 8 AND he helped Sync my phone to my new car. Mason made sure no stone was left u turned. He never rushed us. He was very knowledgeable, professional, polite and most of all treated my 11 year old son with total respect which made my son feel good. He doesn't like being treated like a kid.... he's mature for his age. This was the best experience I've had with AT&T in the past 30 years. Thank you so much, Mason. I'm so happy Amador County has a great store for us to visit. I no longer dread going in to ask a question! read more