Don't waste your time.... Two people on duty but they need to take a break at the same time.... Friday 4:20pm what can they be doing... read more

AT&T Store - Mobile Phones Near Me - Mountain View, California

I have never been to this location but someone who hacked into my family's ATT account went here and was able to purchase 3 new iPhones under our names along with upgrade our service to the most expensive plan. How they could walk in and do that without showing ID is beyond me. The store will not answer calls so I cannot even speak to someone there to find out exactly how this was allowed to happen. Because employees at this location let someone fraudulently make changes to our account and upgrade phones which they then walked out of the store with without even having a single one of the old phones listed on our account present, we now have thousands of dollars of installment fees and hiked up plan fees that we have to deal with. Shame on this location and ATT in general for failing to protect its customers. read more

What a disappointing experience at this AT&T store today (May 11, 2022). My mother and I were at Costco, and needed to get some help with her iPhone. Since this store was in the same complex, we were excited about the convenience. We arrived at the store at 12:20, to find a sign on the door. "On lunch break, will be back in 1 hour. Thanks." Since lunch was also on our agenda, we walked over to a sushi restaurant in the same center and returned to the store at 1:30. Still not open. We thought, "Maybe the employee went out to lunch and ran into traffic." Since there was no time on the sign, we had no idea when it was posted, although it was before 12:20. We were perplexed as to why someone needed a lunch break at 12:20 when the store opened at 11. Surely that break could have been better planned for later in their shift. I would assume lunchtime is a likely busy timeframe for customers who are visiting the store on their own lunch break. At 1:40 we knocked loudly on the door, wondering if perhaps the employee was in the back for lunch. He came out, opened the door a crack, and said he was on an important Zoom call, could not help us, and did not know how much longer it would be. He suggested we go to another store (the nearest of which would require some driving, and my mom is 87 so this was already a big outing). He did not have a name tag. I asked for his name and he refused to answer, abruptly closing and locking the door. Among my concerns: - A vague sign with no indication of when the store would be open again. - A rude employee without a nametag or the patience to be polite to us. - A staffing issue of only 1 person in the store, who was not able to serve customers. - A mid-day meeting requiring the employee's attendance without backup. Will we leave AT&T? No. In general, we are happy with the service. Will we ever go back to this store? Absolutely not. Life is too short to tolerate rude service and randomly inconsistent store hours when it was advertised to be open 11-8. I hope management can coach this employee and make some policy/staffing/scheduling adjustments to allow for better customer service. read more

AT&T Store - Sign on door from 12:20 (probably before) until at least 1:40. - Mobile Phones Near Me - Mountain View, California

The ATT store on Rengstorff is not good. I don't like writing negative reviews, however this store earned it. I went in to turn in my old phone on a trade in, and he kept trying to sell me internet service which I said repeatedly I didn't want. The next week, I received a text from AT&T saying I had an appointment to change over my home internet service and they will show up at my door. After 45 minutes getting passed from agent to agent on AT&T's phone line, I finally got it cancelled. Stay away from this store--if you are in Mountain View, use the AT&T store on Grant Road--they are much friendlier and more important, competent!!! read more

First time at this store after having multiple bad experiences at the Grant Rd Mountain View Store. Joel at this location could not be more helpful in replacing my faulty sim card. I will definitely be back to this store! read more

I don't generally write negative reviews if you look at my history, but this experience was so poor that I feel compelled to write a review. I went into this at&t store to get information about a family plan. Having less tech savvy members on this plan, I've been authorized since the inception of the account to manage it. As I enter the store, it sits completely empty with 4 people sitting at a desk staring at their phones. It's around 11:10 am. I make a slight sound to get their attention and one of the employees springs up and I explain the situation. He asks for my number and immediately tells me, that I need to get authorization as I am not the primary account holder. I tell him that is strange, but I accept and leave the store and head back home. I call at&t and find out I am an authorized account holder, so they must have made a mistake. Not 5 minutes after that I get a call, voicemail and then text saying they made a mistake and to call them back as they've found a great plan that will save us some money. I call them back and they make some offhanded excuse that the person was "new" they had only worked there for a little over a month. When your job is to help customers look up information about their account, I don't think a month is "new". I let it slide as I am now in contact with the store manager Francisco. He now informs me that he can save me a bunch of money on my plan, but I need to come in with my Costco card. I say it's a business account and he tell me that's fine. Keep this point in mind for the rest of the story. I drive all the way back to that at&t store and start putting things into motion. There is a better priced plan that not only is cheaper, but actually upgrades the plan for everyone involved. Great! Additionally, you can trade in a phone to get an additional discount, so I call one of the members of the plan to come over, which is about a 25 minute drive. Suddenly the manager realizes we have a "business" account, which is not eligible for the the better rate. I've now come into this store twice. Done a call over the phone and brought another party to the store for a total of 1 hour and 30 minutes of potentially productive time lost. I am annoyed, but I understand that people make mistakes. This is where things got bad enough that I needed to write this review. I let Francisco know that I took time out of work today to come here and I have a really busy schedule. I was perhaps fishing for a "sorry, we made a couple of mistakes today", but instead he tells me "nobody is keeping you here." I repeat "nobody is keeping you here." What kind of response is that after you've made two mistakes because you couldn't read a table of information that pulls up for you when you type in someone's phone number into a tablet? Visibly upset, I let Francisco know that it was their mistake not mine that used up all this time and he then goes and says in a dismissively sarcastic way "well I'm not perfect." At that point I knew the type of person I was dealing with and left the store. I hope the owner reads this review and realizes that not only are you hiring a bunch of people to sit around in an empty store to stare at their phones. They also are not being trained to do their jobs and when they ultimately make a mistake, instead of owning up to it, they make excuses. This is not a store I would visit again and it honestly makes me want to switch providers. read more

Very good service with Naj he was very helpful was recommended by my sister I am glad I went to this AT&T store and met Naj he is very helpful any questions he will answer read more

I love this AT&T; mainly because of NAJ! He is the best!!!! He has done nothing but helped me out and has given me great deals and has explained every thing with great detail. Every time I visit him in this location he always has a smile on his face always friendly and even when I make it 5 mins before closing he still helps me out with a smile on his face and stays till he has resolved my issues. I REALKY RECOMMEND THIS LOCATION AND ASK FOR NAJ HIS THE BEST! AND HAS WONDERFUL CUSTOMER SERVICE! I give him 10 's for sure!!! read more

I had my best AT&T experience here. Naj, the store manager is very helpful and knowledgeable. He solved all my problems in 10 minutes. I will give him 10 starts if I can. read more

Naj is the best! So nice and so patient! He helped me set up my phone and answers all my questions! Best service!

This is a great new location that is close by to where I live and work. Naj and his colleague Ali were very helpful and getting my mother help. She needed to get her phone number transfers over and we're both very polite, patient, and extremely helpful. Was a very smooth process and because of their kindness and respect for our time we will most definitely come back for any future need of assistance. read more

People... people do not go into this store.... they lack on good customer service. I'm so unhappy with AT&T due to the following reason their just worry about getting their commission on getting new members registered however when the customer service rep does not follow thru when correcting customer account toward update grading the correct phone on the correct line. Billing representative sucks lack of education to the customer. Overall bad experience I rather go back to T-Mobile or any other phone services out their....... so disappointment I really wanted to try AT&T. lesson learn paying more doesn't mean better service. read more

I purchase the new iPhone 12 Pro Max had good experience with the sales person Tony " very good service he explained everything ver satisfied read more

Called the store first spoke to Aida the manager he told me to come on in that they had iPads, upon my arrival he mentioned they didn't Cary iPad mini anymore, I said okay no problem I asked him if he knew where there was an authorized retailer he said No idea with a huge attitude it's like as soon as he knew he couldn't help me he turned I to a jerk save ur time don't come to this location in addition to that he wears his mask below his nose what an ass it's covid 19 does he not think it's real stay away!! read more

Had a really bad experience at this store and I don't know if the manager understands the issue well and just make offensive remarks. I went to the store today for creating personal account so I can transfer the billing responsibility from my corporate account to my personal account as suggested by at&t customer service (I didn't want to share the SSN and personal details over the phone for creating account) after receiving my employer authorization. So first, they were setting me up for pre-paid account which I didn't even ask for. I explained again what I'm looking for and then Frances started helping me with account creation. The credit check didn't go through and he called some number after syncing with Naj. After going back and forth multiple times and making sure I have unfrozen my credit in Experian as they said they need the report from here, I asked him to try again. He tried again and it still didn't go through after which he called back the same number to find the issue. Meanwhile, I got a notification regarding hard enquiry made on my account in Equifax and received a call from at&t verifying my name and if I'm in store accessing credit report after which the guy said he'll talk to the agent helping me and dropped the call. I thought he's the guy on phone with Frances and doing some verification. Later, I checked with Frances and he didn't know about this call. He then asked me to call some number which he mentioned is Equifax customer service after going home and verify security questions as they're unable to process my credit. I said I'll call them right now instead of going back and forth and when I called the number that he gave me, it was for ordering pre-copy of my credit report so that confused me. While I was looking for Frances, who went inside some room, to understand what exactly I'm supposed to do, Naj got involved and without understanding the whole situation, he started making remarks like "you should check your credit. if you've too many loans or credit score is poor, then we'll reject it ". This offended me. Instead of finding the real issue, he started judging me and making personal remarks. I work as a software engineer in a reputed company in Bay Area, so I'm educated enough to understand what my credit standing is. I've a credit score more than 800 and I don't have any loans so how can he start judging without knowing/enquiring anything. And when I was clarifying the number that Frances gave me, he(Naj) said you can google it and find Equifax number yourself. I just wanted to understand what should I do with the equifax number that Frances gave me and how would Equifax talk to AT&T but instead the manager started accusing me. I just left from there and called AT&T customer service. The AT&T representative went through my case and mentioned that since I've placed fraud alert in Equifax, they need some additional security answers and once I gave them, she was able to create my account in few mins and initiated the transfer. I wasted nearly 1.5 - 2 hours in the store going back and forth with no resolution, 2 hard enquiries on my credit and just to get offended by manager's personal remarks. This review is not for Frances as he's new but for the manager Naj. Stop judging your customers and try to understand the issue first rather than making offensive remarks. read more