They told me I was only responsible for taxes on upgrade to my iPhone, which was not true so I ended up paying in full on a monthly basis for a new phone. There was a trade-in credit I was not given. When I went to follow up two weeks in a row, the store was closed midday on days they are supposed to be open. I then missed the window to get the trade-in value on my phone. read more

Total Scam! They will tell you one price for your trade in and then backtrack when you turn in your phone!! Ramses, the manger and his district manager are useless and won't honor their teams quotes. Even after I had already paid for my phone and they inspected my trade in!!! Don't give them your money. read more

I went to this business to purchase a quick screen protector for my iPhone. Their hours posted on the door says they close at 8 PM. Even the open sign is on however, they lock the door early and they were sitting on a table doing homework or something. I pointed to my watch, and the person shrugged her shoulders and said we're closed. It was 7:52pm. I just wanted to purchase some thing very fast and leave, I rushed to leave work. I used to go here a lot but I'm done with this place. This isn't the first issue I've had here. In the past I've asked to make sure my plan was up to date and my grand fathered plan was good and the person said no problem you are ok. Then they changed it. Next time I got my bill for my cell phone it was over $500!! (Usually $220) took me hours of time to resolve this issue with corporate. Beware before you go. read more

AT&T Store - Open sign and door says open until 8pm. Went in at 7:52 and was already closed for a bit. - Mobile Phones Near Me - Napa, California

Went in to see to have my little new device to work . Without any hitch, JASON helped me so quickly and did his magic that was required for my plan . The devices synced and now my review can only reveal EXCELLENCE!!! Thank you, J-A-S-O-N !!! * you're more than the 5 of of 5!!!! * Excellent service ! read more

Feared going to the AT&T store as you hear horror stories. We had two great experiences. The first was upgrading our iPhones a few weeks ago. We met with Karen who was ever so helpful in assisting two older folks in getting a new iPhones. She was informative and helpful. After receiving the phones at our home, we hesitated for 2 weeks on switching our old phones out for the new ones. We decided to go back to the store for help with the changeover. Marco helped us with this. While he made it seem easy, we would still be on step one if he had not been so knowledgeable. His efforts were very much appreciated by these two old timers. Great value and service provided by this particular AT&T store. read more

Super shady. I went in because I was having phone reception issues with an iphone mini 13. Was told I could trade for $1000 towards an iphone 14. They had to send the new phone to my house. Phone arrived but there was never any instructions to return 13. I had to go into store and he gave me a receipt for a $240 trade in (took phone) not $1000. Total fraud move. On top of that, it doesn't even show $240 towards my new phone. Fabian is more interested in upgrading than actually telling the truth and the customers best interest. Also signed me up for a 3 year extension without ever telling me or I would drop ATT right now. Don't trust them. Read everything. Document everything. Shady... read more

Very pleasant experience at this AT&T store today. I came in, and all the employees politely stood up to say hello; I was helped immediately by one. I explained my problem and the rep (I believe it was Julian) knew exactly how to fix it and helped me out with a smile, followed proper security protocols, was super friendly. It looks like a lot of the negative reviews were from a long time ago. Congrats to the managers and employees for improving customer service! I would definitely come back to this store if I have another need. read more

I was in search for a new Apple Watch. I walked in and was immediately greeted and helped out by Marco! Such great service and I walked out with a great deal & a new watch thanks again Marco! read more

Jordan and her coworkers were super helpful and we walk out with 2 new nice apple watches:) process was super easy and smoth and she was very kind and patient with all our questions. She even interrupted her lunch to take care of us with a smile. Thank You! we'll definitely be back soon!! read more

Was very delighted with our treatment! Jordan, Fabio and Jason are a great crew and very welcoming. I went in for an upgrade on one of our lines and the process was easy! It's all about patience and they were really polite people. Highly recommend going if you're in the area! read more

Flavio set up my new phone with the assistance of Mark. Both young men were cordial, patient and efficacious. They answered all my questions and guided me through the steps I needed to use my new phone. I unequivocally recommend both. Flavio gave me his card so that I could contact him if I had any questions. I would go back to this store if I needed service or another phone. read more

If you choose to work with this AT&T reseller, be VERY cautious, and at all costs avoid working with the salesman named Ivan. Not only is he incompetent, but he is a liar and a cheat. In all my years, I have never been lied to repeatedly and worse yet -- so obviously. The story: I went to this store with my 84 year old mother to assist her with the establishment of a new account. She was previously with Comcast and really enjoyed their service and equipment but she moved to a location that only offered AT&T U-verse or DirectTV. She opted for AT&T U-verse since the facility doesn't permit dishes to be placed on the roofline and she did not have room on her porch for a tripod dish. As an aside off-topic, the AT&T U-verse doesn't hold up against Comcast which is 'significantly' superior, but it is what it is when Comcast isn't an option. Back on-point: We were told very specifically, and have corroborating documentation as evidence that her monthly recurring bill would be $135 plus taxes and surcharges (the corroborating documentation was presented to us by Ivan and confirmed by the assistant manager named KaVell). When my mother received her bill, it very clearly states that the monthly recurring bill would be $274 plus taxes and surcharges. I went to the store and spoke with Ivan (apparently neither KaVell, assistant store manager, or Steven Hernandez, store manager were available). Ivan said that the difference between $274 and $139 was a series of one-time charges, but could not tell me what was included in those one-time charges for $135! So I tried from a different angle by asking what normal one-time charges are typically included when establishing a new account with AT&T U-verse outside of a one-time $35 installation charge. Ivan would NOT answer this question and circled back to his point that he could not see the one-time charges in our account and stated "what do you want me to do... just pay the bill like I do because most normal customers know there will be one-time fees"! When I asked him to look at her account, he said that their computers have been down for days and he could not access the account (yet there were other salespeople signing up new accounts with other customers -- rather funny -- they can 'sell' but they can't 'service'). Ivan further stated that even if he could access her account, he could not apply any credits to the account and that no credits were due anyway because these were all one-time fees, yet once again, could not tell me what those fees are. In contrast, the invoice from AT&T is very straight forward: The one-time fee of $35, the monthly recurring charges, and the taxes and surcharges were all very clearly presented -- yet this did not match what we were 'sold' by Ivan. When I asked to speak with a manager, he said he didn't really know when a manager would be available... "maybe Tuesday?". I told Ivan when I called AT&T directly, they told me that there were no on-time fees applied to the invoice other than the $35 installation charge and the 'recurring bill' would be $274 plus taxes and surcharges. Ivan told me: "The person you spoke with at AT&T in the billing department did not have proper training and they gave you inaccurate information. I can't account for their training". Ivan could not and would not assist me with this billing issue because he said over and over again to "just pay the bill like normal people do" because it included all the one-time fees. It became crystal clear that not one person working at the store on this Sunday cared. According to AT&T, it also turns out that the corroborating documentation we have from this store for what our recurring bill should be is NOT official AT&T documentation!! The normal course of business at this store is 'do whatever it takes to sign them up and then deny any responsibility' should any customer have a concern. BEWARE... YOU'VE BEEN WARNED. read more

I just went to the store and Flavio helped me to transfer data to my new phone. He was very kind, knowledgeable and patient. I recommend this store. read more

First of all, Rob and Thanh are great! There was, however a gentleman with a sleeve tattoo and a ridiculously died leopard type haircut. He was not only completely inept, unhelpful but rude as well. He almost made me cancel my contract with them due to his Juvenile and absolute terrible lack of basic customer service skills. He just gave up with the problem that I had. I waited ten days to get my phone shipped to me and it wasn't the one I wanted and was unable to transfer the data from my iPhone 8. So, Let's rewind,...I've been a loyal customer here for 11 years. I came in to upgrade and get a new phone. I was excited and expecting a better phone, right? I had an iPhone8 and now the new iPhone13. NOPE! The iPhone 13 could not store the data that I had on my iPhone 8. They f****d up!! Now, that's ok. The tattoo guy was such a terrible salesman that he was ready to just let me walk out of the door without so much as an apology. This man has no business in customer service!! Believe me, I've been in the industry for 29 years. He's probably the worst I've ever experienced. Thankfully, Thanh stepped in and helped me out to get a less ideal phone but he kept me as a customer. I sincerely hope that the gentleman that "gave up on me" is terminated or works in the back of the house somewhere else. He has no place working with the public. Hopefully, my new phone and service will justify the price I pay each month. If you go there, ask for Rob or Thanh. Otherwise, you're in for a shit show!! read more

Felt they were only trying to get my money and not help at all. According to ATT these guys are not even employees of the ATT co. They work for cellular world and everything they sell earns commission so they upsell you. Was told they couldn't help with cancelling my service or refunding the phone I didn't get that they still charged me for. read more

Where do I begin?!? Maybe spending 3 HOURS in the store for a new line only to have it messed up yet again....now I am having to take time off work to fix the problem because who ever I spoke to at 611 was completely useless. I can't wait to switch over to Verizon. Worst service in store and via phone ever. read more

Very helpful staff, quick and easy. Walked in thinking what I wanted would take an hour minimum but left 30 minutes later. I am satisfied with the service. read more

I came in to have my plan switched from a family plan to a single plan of my own. The workers are very polite, but lack the knowledge you would think they should have. The worker was struggling to set up my account with simple things like entering my email address. It wouldn't accept it because there was a space incorrectly entered after it which I told them, but was ignored. And this worker tried to enter my bank account info, which didn't go through, and then my card, which also didn't go through even though both had plenty of available funds. The tablet read cannot parse data, to which I was told to just call AT&T... But I got my account set up with the $95/month premium unlimited plan, then when I left I had no mobile data. I did everything you would normally do-cycle data on/off, power cycle phone but still no data. I went back in and they tried making a phone call from my phone, which of course will work because it doesn't require the internet. A different worker then said it was a phone software issue so they did a software update, even though it was fine before I switched accounts, and this did nothing as I believed it to be an account error. They asked a couple times "how much time does it say is left?" on my software update, as if I were keeping them from something (I was the only customer in the store). I left frustrated and called AT&T. When they asked for my pin I told them I was only given a temporary pin, I was supposed to have set one up in the store I was told. So long story short the store worker did not seem very well trained, did not have me set up a new account pin, and set up my billing date wrong so my account was not fully active. Employees are mostly polite but I Would recommend the other AT&T store on Trancas. read more

Just visited AT&T store on Soscol Avenue. I was having a problem with pairing my Apple Watch with my Apple IPhone and AT&T is my cell carrier and has been for 18 years. Rowan Todd, Sales Associate, spent over 11/2 hours with my husband and I trouble shooting the problem. I had him at a disadvantage because our watches and cell phones were at low battery, but that didn't stop him, he provided chargers so he could complete the process. He patiently stuck with the task till the job was completed. He was polite , patient and kind. He did an outstanding job and was a pleasure to work with. read more

The whole team at this AT&T location hit it out of the park. Jordan in particular has been so helpful all day, and has made the process of me moving with my AT&T equipment so much easier. I could have dropped AT&T as my internet provider since I am moving to a new city, but her care, attention, and effort put into my experience has been the sole reason why I'm staying with AT&T. She deserves a raise. Thank you Jordan! read more

Worse than the DMV. No phones in stock, took two days and over 4 hours to switch my line

Normally, dealing with AT&T is a nightmare. Today I have to change my tune. Julian was so helpful and kind. He was patient and took his time to make sure I understood everything and got me the best deal. I noticed the other sales person also working hard for his customer as well. I will definitely return and send people I know to the Napa AT&T store. Thank you so much for a stress free experience. read more

Customer service is definitely lacking here!! From the moment I stepped in (no greeting whatsoever) through "discussing" my options (no explanations, one word answers), the experience was horrible. The employees were rude and just generally unhelpful- especially the manager, whom I had the displeasure of speaking with. Do yourself a favor and go to an actual AT&T store where the employees are happy to answer your questions and get you set up - I experienced excellent service at the Fairfield Mall location. Even Target (in the same shopping center) is a better option for help with your wireless plans! read more

I can't say enough about the service here. We've been going to this store for upgrades, plan changes, replacement phones and just general odd questions for at least 8 years. The staff will talk you through your options and sell you what you need - although they are Android fans so you'll have to be firm if you're sure you want an iPhone. They'll order the phone you want and actually call you when it arrives. On our last visit they were even able to save us almost $50 off our bill by moving a few numbers around. They take their time with each customer and they do get busy so, occasionally you'll wait a bit but it's always worth it. read more

The At&t in Napa at Soscal Ave has awesome customer service! I was greeted when I came in and was assisted by Albert. I had a question about looking into upgrading one of my lines. I've been a client of At&t for over 20 years now. But, I have to say Albert educated me on all the features and benefits that I already have with At&t that I never took advantage of he also explained other services that At&t has to offer for internet and cable which help reduce my bill and since I have multiple lines taking advantage of insurance is a plus. I came out there with so many information that made me really want to stay with At&t. I am bringing my in-laws and parents to go over there plan with Albert. Thanks Albert for answering all the questions I had and most of all giving me all the services I need and more. read more

the two workers there were so incredibly rude and judge mental! I went in to purchase a brand new iPhone 7 and they treated me like some dumb kid who couldn't possibly afford it, they made several comments about kids these days stealing phones. they didn't even have a 7 on display and refused to show me one. so incredibly rude I walked out. read more

I have now left AT&T completely and this store was a main part of the problem. Customer service is the worst. You can be standing in there for over 30 minutes and it's like you are invisible. I have an iPad and phone and I just found out that I have been paying for 2 iPads because the sales guy screwed up my account. I have never been able to pay a bill in store for some strange reason. The sales people don't know anything about the service or coverage areas. I am glad to be free of AT&T and this terrible store! read more

I had a surprisingly fantastic experience here. Walked in with a somewhat complicated situation and was fully expecting a hassle. I had just ported my number off a corporate wireless program the day before, and needed to have it reactivated on a new phone with new service. Leah and Jay were AWESOME and even helped me get set up with an employer ID#, through the IRS, for my new business! Walked out with a fantastic deal on an iPad mini as well. Great experience all around and I'll be happy to go back when it's time for a new phone. read more

I have to preface this review with saying that the service I have gotten at this store is pretty good. They have been friendly and patient the 5 times I've been there. So the review is not so much about customer service but about their exchange policy. I paid cash for some items. and was told that I had two weeks to return them. I decided to return them the next day, but when I did, they told me they couldn't give me cash back. They said that the store gods (my words) don't allow them to take money out of the cash register for returns because they would otherwise be short in their records. That I would've been able to get my cash back if I had returned the items on the same day that I bought them. I rarely pay cash for anything, but had to this time. I was infuriated that they held my cash hostage. They could only provide me with a gift card or store credit. I couldn't believe it! The story has a happy ending for me because they had something else I could buy, or exchange for, but that's not the point. The policy needs to be plain when one pays for cash. And, I'm not in the merchandise business, but that policy, which might be the same elsewhere, shows a lack of respect and confidence in the people they hire. RUDE! read more

Came in to get a new phone activated & the employees here made it quick & easy. I actually had to go back because I had more questions & they always acted with courtesy & respect. Answered all my questions & made it an overall good experience read more

I first want to start this review with the fact that I have been an AT&T customer since day one. My phone died and I was in a panic. I stopped in this store assuming that the AT&T sign on the building guaranteed the same quality service that has been at the AT&T factory store in Vallejo....Wrong... This is a franchise store that has their own policies. The employees are on commission. The store does not accept American Express and the two business customers in line before me as myself were planning on paying our bills with the company cards being American Express. Also,they do not allow you to charge the devise to the company account with AT&T as all factory stores allow. I can only advise all potential customers to take the time and read the two foot long contract even if there are customers waiting behind you. What the employee told me and what was on the contract were two different things. I was told that I had a 30 day return policy. On the 15th day, I returned the device and I was told the return policy is only two weeks (14 days). One day late by written contract and not the 30 days as spoken to me. Fortunately, the AT&T Corporate store in Vallejo will take the device back and honor the business return policy of 30 days as stated in all of their contracts. Even though I live in Napa and have 9 phones on our company plan, I will never support this busness again. I gave the Manager the opportunity to do the right thing and he only would state that I signed the contract and we are one day out of luck for the return. read more

If you need anything AT&T, Mario (Manager) will take care of you. After a seriously frustrating couple of days trying to set up a mobile account and buy phones through the AT&T website, I dropped in to give AT&T one more chance before going to a different carrier. Mario took great care of me. He had exactly what I wanted, was courteous and professional, worked quickly and carefully, AND he ended up getting me a better plan for less money than any of the jokers working the website text or help lines claimed they could. Great experience. He asked that if I need any assistance, to please come in to the store rather than go online. Don't worry! I most definitely will. read more

Everyone knows one of the nightmares of tech is upgrading. You've got your old favorites and settings, and you have to transport them to the newer technology. It's a big pain in the you know what, and it's at most often only partially successful. It's what's kept me from upgrading for years. Finally I had to take the plunge. Jason, the assistant manager, spent literally hours with me over two consecutive days. His attention to detail was incredible. He didn't just go the extra mile for me. He went the extra hundred miles. I eventually got even more than I expected: all my old favorites and settings transferred to a new phone, and a much less expensive plan, the savings from which will pay for the new more expensive phone in mere months. The quality of customer service and attentive technical support Jason provided, is a lost art these days. It's awesome. But it's what I want (and you do too). Jason has the right stuff. Don't walk here. RUN here for your next smartphone upgrade. read more

OK. so im in between 3-4* because i have run into some issues with them before on the customer and tech support side of things but they were mainly on my part to begin with the other reason is im usually careful before i set up a contract and this time out of necesity i didnt check into them till yesterday on their policies, if they had decent plans i just signed up for the best plan i couild afford which happened to be the most expensive. when i did get around to checking it and my past 5 month history with them (been with them for abouyt a year) i foudn out decent stats 23.84 Mb/s (download) 5.70 Mb/s (upload) 23 ms (latency) now that is DECENT i have yet to try out another service provider (AVOID COMCAST i made the mistake of trying them before AT&T!) now these stats are a B- comp-ared to global, National its a C+ which im not to happy about but i have yet to see much THROTTLING on my logs, or my contract the only time i thought their was some was when ther bill was due, but thats normal as most companies start to delay or stop service if the payment is late or yet to be proccessed. mine was usually the latter. their serivce as in actual product (im only with their internet service not their Phone or tv service) is good it beats out the other 2 companies i have tried Teir wireless (now non-existant) and comcast (now on the FCC's misconduct watch list) *NOTE: if you have an issue with a provider try talkinhg with the ISP, if the problem is unsolved and meets the FCC's Complaint guide lines fom an INFORMAL complaint with them, it usually get the problem resolved if it doesn't form a FORMAL complaint. (costs $200 USD) just be prepared to go to court. ( i did with comcast.) do not threaten or do anything rash, this is a decent ISP. read more