Great customer services I got today from AJ and Durisa at Grant Road Mountain View ATT office. AJ was extremely patient, professional, competent in making a few fixes on my phone at my inquiry, quickly and features that were gone now returned. During processed my renewal payment quickly and in short, it was a great customer service experience. Thanks to AJ. read more

Fiber at my location, speed is good. EVERYTHING else, off the charts bad. The AT&T modem/router/switch/WiFi device reaches into your local network, and modifies DHCP packets to modify who the DNS is. This is an AT&T "feature", its a non-starter is what it is. No way to disable it. Their device has no "bridge" mode. (EVERYONE has a bridge mode, except AT&T). So, actually going back to either SLOWER cable, with real options, and (can't believe I am saying this, BETTER support than AT&T), or perhaps off to Mobile Carrier pure mobile at the house for internet. Tragically awful. Only AT&T can take the absolute best hardware, and then make the product absolutely unusable. (Evil geniuses thinking up revenue off bad DNS lookups, with no regard for local DNS at EVERY SOHO, at every small business. This is the heart of Fiber business, and AT&T just wrecks it. In the end the value is not there. I have the "best" product the BGW320-505, and its the slowest pile of garbage I have EVER seen. I think my Netgear N600 from 1998 out performs this thing. read more

Jason was an absolute hero. He was super polite and able to fix a situation we were having when calling. It's great to know that people like this still exist! I'm super thankful for his help today!!! read more

Great place for simple support if you need them. They are very friendly and do their very best to support you but almost an hour later, I had go to their online support center by calling their 800 number. I had to leave this store because it took too long for an answer I needed. read more

Not good. The clerk did not care that I have been an ATT customer for 30 years and was thinking of going to another carrier. She did not listen when I said, "I want an iPhone 16, 256, with no payments. Do you have any promotions?" She proceeded to tell me about the iPhone Pro and only paying $10 a month, not listening to the fact that I refused to make payments. Also, the minute she heard that I wanted to pay in full, she turned a deaf ear. The store was barren but for two tables with a number of phones and two people standing at the back of the store. A man came in wanting to return something and she said, "Oh, we don't do that here, you have to...". The only purpose in having humans in the store is not to sell, help, inform, or support, but to sign people up to make payments. The phone itself is of no concern. You lost a long-time customer to Verizon! read more

Lots of mixed reviews on this store but I've had multiple positive experiences... We recently upgraded two iPhones: one here and one at an Apple Store. Not surprisingly the Apple Store employees were more knowledgeable but that's not a slight as the AT&T folks were equally nice. The Apple Store people actually helped move the data from the old phone to the new one. AT&T didn't offer but I got the sense they might have if we asked. On the other hand, AT&T had incentives that Apple didn't offer -- likely because I'm a longtime customer. If the service was slightly less good, it was still good AND I saved money. That's a win. The store can get crowded so try to come at off peak times (not at lunch, for example). read more

AT&T Store - No iPhone 14 phones in the display - Mobile Phones Near Me - Mountain View, California

Terrible Customer Service! Avoid this location. The representative was rude and didn't want to give me my online order.

Oh be careful with this place. I came in trying to find out about this deal through my apt complex where we would get 3 months free high speed internet (1G). This girl (worker) lied to me and tried to get me to sign up. She had no idea how to activate the deal so she lied and tried to get me to sign up through her so she could prob get the commission. Luckily, I didn't sign the contract otherwise it would be a headache. read more

I came into this store today (Sunday) and was waited on by a young man that later identified himself as George. He seemed unhappy to wait on us the moment we walked in. when I asked to separate my phone from an iPad costing account. he asked me which plan I wanted without explaining what plans they offered. when I said I would need to know what plans they offered he accused me of being "super aggressive" for asking. we left the store. AT&T you might want to think about hiring employees open to helping customers. read more

I visited this store to activate a new pre-paid sim card on a Friday evening. I get it that Fridays are meant to be laidback for most businesses but this store is probably the most real-life example of that phenomenon I've ever seen. I waited there patiently as three of the associates present at the location discussed their Friday evening plans, their weekend plans and a lot more without asking me the reason for the visit. A 10 minute job took 30 minutes and I left the store rather amused wondering how they're surviving to still keep this shop open read more

Many of the staff seem unmotivated and seem like they don't want to be there. Have had to go back a few times. One time because my mom was encouraged to sign up for a plan she didn't understand. Another time because the new phone given didn't have a sim card in it. I'm sure some people have only had good experiences here because not all my visits were bad. But it's very hit or miss. read more

I definitely do not recommend this place, the workers are rude and we stayed there for about 4 hours and they didn't help at all, we got the guy with the curly hair and he was patient but he didn't help us at all.There was this trans dude and we luckily didn't get her. She was being rude to other customers and had a little attitude which I didn't like and I felt uncomfortable and frustrated since I was in there for 4 hours and got no help at all.We came back here 6 times to ask for help that we never got. But there was this nice lady in the customer service and she was the only one to helped us and solved our problem I hope you get her in the customer service. We got a modem that is absolutely terrible and I can only watch a video on 480p and if I do more it just freezes and I can barely play on my PlayStation. Overall, I prefer xfinity read more

Only good worker here is zay. he is the only one who was respectful and nice. when i came in the other day one co worker was talking about having sex with transgenders etc... and even made me uncomfortable as hell. Transgender worker there was rude as well. had a rude tone with every question she asked. either stay away or ask for zay. all i have to say. i wont be coming back, ill drive a extra mile to mckinley any day. read more

I came here because I needed to update my credit card information for my prepaid plan. My credit card was stolen. I spent 30 minutes waiting in line and afterwards Lindsey who was helping me said that I should have my stolen card information otherwise we cannot update the payment method. Obviously, I didn't have that. The only step we could do in this case was to try to CALL to AT&T so that they will figure it out according to the manager of the store. She called for me and we have been waiting for 30 minutes for someone to respond. I kept asking if there is any other way. She said "no". So, it was so weird, I was in AT&T office waiting for them to call to AT&T to figure out what to do. No response. Meanwhile i started playing with their IPad to see what can be done, and I noticed that you can put your credit card information OR your checking account number. That was super easy. So, I immediately put my checking account number and was able to update my payment method myself on their IPad while they were still calling... (( When I asked them, why they didn't give me this option, no explanation was provided. They said they were trying to help and did their best. By the way, Lindsey said she is the manager of the store. No comments ((( read more

Another bad experience with this location, this time with Deseree, and today with Irving. It's one thing to pay the high prices for Iphones and then to get incomplete and wrong information (Deseree (spelling?) and be patronized by another store rep. (Irving), not sure which is worse. DO NOT GO TO THIS LOCATION. I gave it another shot after the last time...never again! read more

Very poor experience with this store. Transferred from TMobile. First Norman the customer representative if you can say so ,kept me at store for more than 2 hours. After months I realize that he did everything incorrectly. Told me that he going to transfer apple watch payment, but actually it's impossible, information I got a month later. Also he didn't mention anything about first month payment with all activation and prorated charges. We agreed that monthly payment is $150. But billed for $366. And next, at the store Norman is going to discriminate you, situation I personally faced. read more

I am switching my internet service from Xfinity to AT&T I walked into the store told them what I wanted and walked out in 10 minutes or even less. They just asked for my driver license and they did everything else for me. The staff who helped me was also very helpful and friendly. read more

Run... Run quickly.. RUN AS FAST AS YOU CAN!!!! The customer service is shockingly bad... Once they have your money ATT no longer cares about your service My 75 year old mother's landline went out Also her wifi was no longer working... She tried contacting ATT on her own but was constantly given runaround Along with appts scheduled but no one showed up My mom had no phone service for weeks... I thought maybe she was having problems because she is a bit hard of hearing so I took over to help I called ATT on a Friday and explained the problems...no phone service, No wifi They scheduled an apppt for Monday..I explained I would miss work and be there Because this was important... They guaranteed a service rep would be here by 4pm....no one showed up... I called at 5pm and Marlon at ATT told me no appt was scheduled Apologized And guaranteed me someoone would be here the following day before 4pm... No one showed... More excuses And more excuses And more I am sorry... And one supervisor snickered and laughed when I explained I was not happy This is how they treat my mother A 75 year old woman a loyal 30 year Customer Who was spending over $200 mo On her phone, wifi and direct TV As I write this I am currently on hold with the ATT call center...they are talking to the local ATT store who cares for my mom's acct....they are rescheduling for the 3rd time (AGAIN!!!) And guaranteed they will really show up ( I don't believe anything they say) Run... I repeat... RUN.... read more

Coming here is definitely faster than being on the phone. Richard and his colleague was super helpful and patient with me. Thank you! read more

AT&T has been quite successful at dissapointing us lately. First, i let them know I'm moving to a different address and asked for my internt services to be moved. Well, they send me two cables and no box to hook it up. I work from home and this happened before labor day. They told me it'll be a week before a technician can come to set me up. I had to request off and lot 3 days of work. Secondly, i switch my phone number and provide an IMEI number to the associate who was helping me. This number helps one identify the kind of phone being used. I'm using a regular S9 and they sent me a larger sim than the one in my phone. Sigh! Now i have to wait a few more days for another one. This company is successful at being such a dissapointment. I will be switching to another provider. read more

This ATT store is far better than the other one in Mountain View on Rengstorff. They are friendly, helpful and polite.

Thanks Noah who was a big help in resolving an order that was late (missing?) that customer support by phone was unable to help me with. Originally did a "Right To You" order but that service is a black hole and there is no way to get any help when there is a problem (as was my case) read more

It wasn't as easy as I thought to transfer an old number to an AT&T prepaid plan. After multiple frustrating calls with the customer service, I decided to just go into the store to activate my new SIM card. Xavier was super helpful and nice the whole process, and patiently made many many calls through different service departments to solve the issue for me. Thanks to his help, everything works perfect now! I had some bad in-store experience at AT&T stores before, but Xavier totally changed my impression about AT&T customer service today!! read more

Big thanks to Jason for helping my sister get her new phone, making the transaction easy, and being kind and thoughtful.

Conveniently located close to home and great service. What else can you ask for? Jason and Eliza (sp?) took real good care of my daughter and me. Service was quick, thorough, and very helpful. They even took a look at our TV service to see if the monthly charge could be reduced. Thanks guys! read more

You can't get out of this store in less than an hour even with an appointment. Since when did buying a phone become like the old way of buying a car??? I've come here a couple of times trying to upgrade my iPhone 5 to a 6. The first time, rep Alex tells me I can't just buy the phone, I have to put it in their Next program. The second time, rep Kevin says I can just pay for the full amount of the phone upfront. BUT, how about a home security system? Or, how about a device for your home phone? Or how about Uverse? Or, how about our internet service? We did this for an hour and even had the store manager come by to tell me "just for me today" I can get the home security system for a $9.99 deposit right now. Does it sound like the "what'll it take to have you drive out of here with that car today" line? Once I tell Kevin that I need to go and need to just upgrade my iPhone, his attitude changes 180. He slides the box with the iPhone to me. Doesn't even open it to make sure the number is transferred correctly and the phone is working. Tells me "you're in a hurry, right?" No "thank you". No walking me to the door. The sweet talking on how he appreciates that I've been an AT&T customer for so long is gone. I get home and discover that he's put phone insurance on my plan without having asked me! #AT&TSucks. Some things have changed where these idiot 20-something reps are getting commissioned on add-on services. They probably don't get much on just an iPhone upgrade. I don't know if it'll be better, but next time I'll go to the Santa Clara store if I need anything - like getting the insurance off my plan. read more

Had a particularly terrible experience with AT&T recently. My wife and I just moved to the area and were looking for an ISP. AT&T had a good deal going on over Thanksgiving, so we decided to bite. After telling our friends at our community office that we went with AT&T, they were a little shocked as in their past experiences, they haven't had great experiences with them. Sadly, our experience was no different. tl;dr - installation windows are a lie. AT&T will dispatch people whenever they feel like it. Don't bother scheduling around the window they give you. You may have to sit around at home all day because they will come whenever. And if they come outside the window, they can always reschedule you... For next week!!! To preface this, please be aware, my wife and I are pretty reliant on home internet to do our work. The installation date rolls around, and no one shows up in the window that was stated on the email confirmation (8am - 12pm). I called later that afternoon after my wife confirmed that no one came, and they said that the date is just a suggestion, but they are going to get us in the next day between 8am and 12pm. Alright, one day isn't so bad. The next day, I had a company event in SF, and my wife had an event to get to in the afternoon. She was able to be there in the morning, though. Noon rolls around, and no one has arrived yet. In the middle of the afternoon, I finally receive a call from the installation expert saying he is on his way. I asked him what happened, and he said there was nothing he could do - he was at the mercy of his dispatcher. I understand, although, I am still a bit frustrated. I call the contact number on the contact information number to ask what exactly happened with the schedule. The person apologizes and says he will look into what he can do to see if an installation can occur later in the day when one of us was home. He tells me to hang on for 3-5 minutes. 14 minutes later, he comes back on the line to tell me to keep my line available around 4pm. They will call me around then for installation. So at this point, I think we're in the clear. Cut to next scene - I am back early from work to catch this installation person. Clean up the apartment since we still have moving boxes everywhere. 5pm rolls around, and I run into our community office friends to tell them an installation expert is hopefully coming. They mention that the person better hurry since they all take off at 6pm, so if the installation expert needed any access to special electrical closets, one of our office friends needs to be around. I decide to call AT&T to find out the status of this person and to update them that the window to get the installation done today is quickly narrowing. The representative listens to me while pulling up my file to confirm the install, and then utters the very sad words... "Sir, unfortunately..." And I knew what that meant. So I ask if they are pushing us to tomorrow morning to which the representative responds: "Actually, sir, the earliest available appointment we have is a week from today." WHAT!? So you are telling me that you miss your own stated window TWICE, and now we have to wait a full week for an internet installation? No, thank you. I tell them to immediately cancel everything. Do not charge me for anything. I do not want anything to do with AT&T. Tell them I am switching to Comcast immediately and hang up after the post-chat pleasantries from the rep ("We appreciate your service."). Yeah, right. I am not even a big fan of Comcast, but let me tell you: They have a blanket network in our area that you can access if you sign up for services with them. After hanging up, I immediately hopped into my phone browser to look at internet packages. Signed up for one that would be installed in 2 days, and even managed to access the internet immediately on the public blanket network. I don't know what I was thinking. Not worth gambling on AT&T. read more

Made an appointment online before coming in. I showed up 30 min early and was lucky to get helped within five min of arriving. We were helped by Javier M and he was so helpful, patient, nice and funny. I was really stressed about coming in to change my plan and make some other adjustments and he was GREAT. Appreciated that he took the time to explain things and walked us through different options. read more

I had atnt for over 2-3 years and wanted to add a 4th line for my daughter. I went to the atnt store in mount prospect il and was told they had a buy 1 get one free option if I decided to upgrade my phone. The sales lady informed me that my phone bill will be around $240-$260 a month for the 3 lines ( I was currently paying about $180 for 2 lines) . But my first bill came to almost $500, the month after was close to $400 a month. Which is ridiculous to be paying so much for a phone bill. I called numerous times to customer service and everyone kept trying to explain their service to me but not really helping me. After numerous calls and not much had been done, I decided to cancel my account and move to Verizon. Verizon has been extremely helpful and did so much to help me with my account. Especially when I had both accounts open because no one from at&t was wanting to assist. I have had one of the customer service representatives even threatened to put my account in collections. After I was able to fully transfer to Verizon, at&t charged me for the cancellations and the 2 cellphones that I can't even use and can't return which was fine. Was not expecting them to do anything for me regarding the charges. I lost my job due to Covid-19 and asked to see if I can make a payment arrangement with them. They stated that they couldn't because I cancelled my account with them and they would only give me 59 days after cancellation to reinstate my services with them and then they can try and waive the reinstatement fees and might be able to assist me after that。 I would be crazy to go back to AT&T. I would never want to go back to that kind of customer service again. If anyone is looking for overcharges, high phone bills and customer service that just don't really care but continuously saying " I understand, I understand everything, but I can't really help you" well this is the company for you. read more

They are by far the worst customer care. I have been with them since 1997 when they first started selling cell phones in America as Alltel I can't get anybody to respond in person it's all automated it boots me from the phone call because of my phone number it says I don't have access to customer service with my phone number even though I've been a customer since 1997 and I cannot get any kind of help I get hung up on and when they say they're talkin to me live it's still automated to make it sound like it's a live person they even say that they're from Kentucky but it's automated they are are the worst if I could rate it negative score I'd give it a negative score I've never been treated this bad by any customer service ever and I'm 47. read more

This review is for the AT&T U-verse service and Internet service and not for the store location specifically. I was conned into switching from Comcast to AT&T when I moved into a new building that was newly built and so I assumed I would be getting top-of-the-line picture and Internet speed and that is what I paid for. That is not what I got. Over six months I had several technicians come visit me switched out the equipment a couple of times and basically I was not getting HD quality on HD channels and the Internet would periodically not work and give error messages that it was slow or it couldn't connect. Luckily I was able to switch back to Comcast and have not had those problems in this building yet. However when I went to cancel my service, they refused to prorate the month and refused to waive the cancellation fee even though it was due to technical problems they were unable to resolve. They also said that they couldn't waive the early cancellation fee because I hadn't ever spoken with "advanced" tech support. I had absolutely no idea some thing called advanced tech support even existed. Why would they not have given me to advanced tech support? Sounds suspicious. I spent hours on the phone with them over six months. I also spent hours trying to claim the $250 plus gift cards that I expected we're going to be mailed to me as a bonus for starting a new account with them. That was the biggest hassle designed to prevent customers from getting these rebates! It should be criminal how hard they made it to get worse essentially Visa debit cards - But would've made much more sense to simply provide as a credit on customers bills. All they could suggest is that I get onto my IP address and guess and check a bunch of different "channels" for my Wi-Fi and hope that one had less traffic than the others. They blamed other users in my building for why my Internet might not be working well even though it tested perfectly on their end. The problems with Wi-Fi we're on many different devices not just one. The remote control is badly designed as well with no voice control. Certain HD channels with text would flicker irritatingly and look pixilated at different times while watching. They claimed it was the broadcasters fault. Then why hadn't it been a problem in my previous apartment nearby with Comcast? I really hate ATT. I didn't think any company could make me love Comcast but they did. I'm paying to get rid of them. read more

We had an extremely disappointing experience at the other AT&T Store in Mountain View (on Rengstorff) and came here to actually get our problem solved. My mom's old phone was misbehaving and old enough that it was no longer under warranty. We worked with Jorge Ordaz, who was extremely helpful in getting her all set up with a new phone and accessories. He took care of getting all of her settings and data transferred over, and patiently answered our many questions. At 65 and 87, we don't claim to be phone technology experts, so it was great to have a patient and polite sales rep who took care of everything and made sure we were happy before leaving read more

We had a very complex situation that involved changing some numbers to another account from the account of a relative who died, all while shopping for some new phones. Xavier G made the process as smooth as he could and showed us phones for sale. We picked out what we wanted, and our colors but those colors were out of stock. I picked out the same holder for my phone that I got last time but Xavier insisted I just needed a screen protector (he asked if I worked at a construction site, I said no a rehearsal studio with cement floors, oh you don't need that much case he said), so I went with his advice. I almost immediately regretted my decision, and felt I got sold. (You know you've been in the store for over 2 hours, you just want it over) I feel a little hoodwinked......... So now my phone is one day old and the back is scratched, and I feel like a fool that got taken, especially when phones cost $750......I will post a follow up report when I go in to get a refund on this screen protector and get the actual phone case I was looking at! The real moral of the story, stick to your guns, get what you want, don't get sold! read more

I ordered the wrong phone for my fiancé. So we went in there together to pick out the type of phone that he needs. Once we got in the store we were assisted by the employee at the front door. We explained to him what we were there for. He did not direct us anywhere or offer us assistance from any of the store employees. Then my fiancé started to pick up the phones to look at them and see what kind would work best with him. There were a bunch of employees standing around and no one was assisting him with the phone. He picked up one of the phones and it became unplugged. The display phone must be getting worn out. The alarm went off. So an employee turned off the phone and still no one helped us. Then he picked up the worn out phone again and the alarm went off again. The display phones suck. Then some extremely unprofessional large plump woman came up to me and told me I had to leave when I had nothing to do with my fiancé trying to get help looking at this phone. That lady had a completely unprofessional nasty attitude towards me for no reason. She needs to take her attitude on home. Because that's not how you represent the company. read more

a minute ago I will be switching back to Verizon right away. I pay for insurance every month on all my devices and after paying for a 1200 dollar phone and a 600 dollar watch i would expect insurance would replace my things when they get broken. Instead they sent me a USED gold iPhone XS and I have a space grey iPhone XS. When I called them about it they said that I don't get a say in what color I get and they give used phones back all the time. Ridiculous. I wouldn't pay for insurance for a used iPhone to be sent to me. read more

Lost my phone. Not a good day. Dropped for help. There were some customers but not many. I was sitting there, watching the unengaged crew walking around, checking around, wandering around, etc, for about 30 minutes. Finally a guy decided to show me some mercy. Cold, indifferent, unsympathetic, very "concise". I was also trying to understand if I want to switch to an ATT 2-year plan for iPhone X and maybe its successor next year. But with this service? NO read more

The worst service I've ever had. Ridiculous penalties for late payments. The flexibility for scheduled payments/payment plans is zero. The guy who signed me up (Daniel Villarreal from the Maumee,Ohio location) was so nice and "helpful" but just ended up making empty promises (I.e. waiving the activation fee and signing me up for the "best" plan) which was just the most expensive plan with extra services I didn't even know I had. I'm a personal trainer and have many clients so utilizing my connections as a positive networking opportunity would have made the most sense. But I have had the worst experience with ATT and it has cost me more money in the past 8 months of service than the entirety of my cell phone usage over the past 5 years! I'm contracted for 2 years as well so I'm obligated to this nightmare but now given the choice, I will never choose ATT again. read more

My worst customer service experience with AT&T on Saturday December 8, 2018. I have a combined billing plan for 3 cell phones with ATT (also a land line, U-VERSE internet and Directv). Two of the cell phones are still being paid by monthly installments. So I wanted to pay off one of those and called customer service. After spending 1 1/2 hours on the phone and talking to 6 people (was transferred to directv and u-verse by mistake), I finally talked to someone at the combined billing department. He said he was getting an error on his computer and he could not do the payment, so he told me to go to an ATT store and they could proceed with the payment. So I sent my son to the ATT store to solve the problem. The store manager told him right away that this was not possible at the store! I talked to the manager, Jacqueline, and she said the guy on the phone gave me the wrong information and that we only can do it on the phone at the combined billing department!! So my son called the combined billing department. After almost an hour on the phone, they decided to call Support internally. Support was contacted TWICE to help customer service. They had to split the combined billing, make the payment and combine again. Finally the payment went through! This whole story is ridiculous for ATT and their customer service. After being a customer for over 15 years, I am looking for other wireless service providers. read more

When you want to wait for a long time to speak with someone who doesn't know what they are talking about, this may be the place for you! Bonus for getting a different quote from each rep you speak with and the latest one telling you the last one you spoke with gave you wrong information! No. Just no. read more

Okay I know i have purple hair and tattoos but I do have a good job and I'm a responsible citizen. That being said today I actually got accused of taking a Cingular employee's cell phone because he couldn't find it. I went in there to pick up a new charger for my phone. I'm wearing jeans, a t-shirt, no purse, no jacket and carrying a wallet. There's one woman in the back helping a guy learn how to use his phone and one older man in the front named Giovanny. He sort of helps me find a charger and I go to purchase it but first i have to stand around while he exchanges money or whatever business he's doing with some buddy of his. After five minutes of that he comes back to ring me up and part way through the transaction realizes he's missing his phone. Him: I can't find my phone, where's my phone? Me: Well is it that one there? Him: No.... Did you take it?? Me: ...... No. Him: (wanders around, takes off to the back room searching for it.... moments later, comes back, scans my my card.... takes off again..... comes back again....) Me: Look can you just ring me up so I can leave? I don't have all day here. Him: I can't find my phone. Me: Well I'm sorry but I'd like to leave. Him: Well you were the only one standing at the counter and I can't find it. (BIG PAUSE) Me: Are you accusing me of taking your phone?!?! Him: Uh... no sorry that was a mistake I shouldn't have said that. Me: (Angry Rant... Manager's name.... Ugh.... Etc) The worst part of all of this was the fact that he wouldn't ring me up and let me leave because he wanted to find his phone FIRST to make sure I wasn't the one that took it! So basically I'm standing around there like a suspected criminal!! My friend told me I should have told the guy to call his phone... Good idea, why didn't I think of that?! Then if my pants were ringing he could bust me right there. I should have just shopped online. Oh, they had an iPhone display but no iPhone on display. I bet whoever took that iPhone has Giovanny's phone too. read more