I purchased a phone from AT&T and immediately decided to return it. Customer service instructed me to bring the unopened package to the nearest store, which was Napa. The same day it arrived, I drove 30 minutes to the store only to be told by two employees, including Alyssa, that they could not take the return--despite me showing proof from AT&T's own chat that I could. AT&T's own written Return & Exchange Policy clearly states that if you purchase a device online, by phone, or in store, you may return or exchange it at any AT&T branded retail store or by mail. There is no language excluding online purchases from in-store returns. This means the Napa staff directly contradicted AT&T's published policy. While the phone was in transit back to AT&T, I called customer service again. They apologized and confirmed that the return should have been accepted at the Napa store. After UPS notified me that the package had been stolen, I called again and was told the same thing. At this point, three different AT&T representatives have apologized and confirmed that Napa should have processed my return when I first brought it in. I even asked about where the return policy was kept in the store, such as in a policy and procedure book. Alyssa told me she has never received such a book and that the Napa store doesn't have one. That means employees are relying only on word-of-mouth instead of a documented reference. This leaves customers at the mercy of inconsistent and potentially incorrect information--an obvious failure of good business practices. Now I'm stuck paying for a phone I never even opened. When I called the Napa store to explain, Alyssa was rude, hung up on me, and refused to give me the manager's name. After multiple unanswered calls from my number, I tried again from my son's phone. This time, Sylvia answered--she was very helpful, polite, and professional, and she even gave me the store manager's name, something Alyssa had refused to do. The difference in how I was treated depending on who answered the phone was night and day. This store gave me conflicting information, wasted my time, and treated me disrespectfully. Very disappointing experience, and I would not recommend relying on this location for help or support. I will be meeting with the store manager, Juan, on Wednesday to see what he does to make this right after all the misinformation I received and the stolen phone situation. read more

AT&T Store - Online return policy - Mobile Phones Near Me - Napa, California

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Courtney, Sheyla, Mario and Leah - Store Manager - were incredibly helpful and worked as a team to help troubleshoot an iPhone 17 Pro Max upgrade for me. It was busy, and they were adept at multitasking and so politely so that all customers received expert care. They seemed to enjoy their work and working together too, so the atmosphere was more enjoyable. read more

MARCH UPDATE: The District Manager, Roselyn did reach out to me immediately in January and tried to see if the problem could be rectified. Roselyn gave me a deadline when I would hear back from her on two different occasions. She missed each of her voiced deadlines and forgot about me. After the second time of forgetting, I stopped following up. It is now the middle of March. No one has contacted me since they promised to back on February 1st; not even to say that the problem could NOT be rectified. Today, I ended up switching 3 devices over to T-Mobile and upgrading the other phone to an iPhone 13. AT&T had me paying an extra $70.00 a month more than what I am today with T-Mobile. What a shame! I never intended to leave AT&T but poor service from the salesman and the District Manager shows me that the business structure of AT&T makes it impossible to put customers first. Good-bye. read more

Courtney of this Trancas Street store was so patient and professional when I brought in my new I phone to update and correct an e mail problem. She never gave up with a difficult situation until the new phone had the proper connections to both my e mails. She was pleasant to work with and very personable. I recommend people go to this ATT store instead of the one on Soscol. The Soscol store was more pushy on sales versus service and a clerk there lied to me about why I needed some new cords and was unable to program my new phone. Apple store in Sant Rosa had NO problem quickly and efficiently updating all the data of old phone to new phone. read more

AVOID THIS STORE OR ANY AT&T AUTHORIZED RETAIL - PRIME COMMUNICATIONS LOCATIONS AT ALL COST! The staff is poorly trained, has horrible customer service, lacks common sense and will screw up your account, add features you do not need or want and will threaten to call the police on you if come back and ask them to fix their mistakes. I had a horrible experience working with JAVIER. I came back to have him fix my account after he completely effed it up and he refused. He refused to provide me with the Store Manager's name, contact info or any contact information for a lead/supervisor. Javier left me without a working phone for over a month, changed my plan even which resulted in $130/monthly increase and when I came back for help, he told me that if I didn't leave the store he would call the cops for "trespassing." All because he couldn't own up to his mistakes. PRO TIP: If you don't know what you're doing, ask for help or find something else to do. I purchased 2 phones a month ago. I informed him that one was my work line and that it needed to stay active. I also mentioned that I wanted to keep my plan as it was, to not touch or mess with it. He deactivated my work line (took a month to get this up and running again), and changed my plan and added features that don't even work with my phone. I spoke with AT&T who sent me back to the store to get this sorted out. When I arrived, Javier was helping another customer transfer their data. He asked me to wait, so I did. He literally stood there staring at the phone for over an hour. At some point he told me he would charge me $5 for the SIM card, which I did not agree with, but was willing to pay. He then told me he would not be helping me because he had to close at 7 and that I needed to leave the store or he would call the police as I was trespassing... it was 6:55pm and he was still transferring data for the other resident. I filed a complaint with AT&T Corporate - hopefully they can assist even if this is a authorized retail store. I also send an email to their regional and district manager. I'm including their emails below in case you have/had a similar experience. Regional Manager email - rbarron@primecomms.com District Manager email - brubio@primecomms.com read more

Walked in and there were people ahead of me. 5 mins later she says to the man in front of me 'it will be 10 mins sorry, I always acknowledge people when they walk in'...nothing said to me. 10 mins goes by still no acknowledgement, I literally sat in front of her and nothing! Every time I go there she's in a bad mood, I'm done with this location. read more

My mom and I went in to AT&T to upgrade our iPhones. The sales associate told us that we needed to pay our past bill first and rang up my mom's credit card. She then went behind closed doors to talk to her manager, and came back out saying we would need to come back in 24 hours to purchase the new phones as the payment hadn't cleared. The manager overheard this and came over to say that was incorrect and we could get the phone today. At this point we say we're confused and asked why she said we would need to wait. The sale associate told us that the $127 payment my mom had made went to another user's account, and therefore wasn't showing up on ours. She then recommended that my mom call her bank to cancel the payment, since it was not directed to our account. The bank was unable to cancel the payment and said that AT&T would need to take care of it. We ended up spending 3 hours in the store as AT&T went back and forth with the bank, and in the end they said we would still need to wait 24 hours before the money could be transferred over to our account. After getting off the phone with AT&T the following day, it was confirmed that the sales associate Courtney had my mom's credit card pay for a charge on another user's account, and had the store manager not overheard and intervened, we would have waited for 24 hours to get the phones and not known that the money went to someone else. Luckily the representative at AT&T was able to cancel the payment over the phone and waived our activation fee ($60) for the inconvenience. Overall the store manager was very professional (and at no fault) and the money ended up being refunded by AT&T, but it cost us 3 hours in store and 1 hour on the phone with a representative the following day. It is still unclear how the sales representative used my mom's card to pay for a total stranger's account balance, and why she was not going to inform us of this but rather send us home and just have us come back in 24 hours. read more

Went inside for customer service. Crew was clueless and never even tried to help. Not first time that happens to me at this store.

Not a good experience!!! I came back to the AT&T store that I originally set up my hotspot with for some help. The lady I think is the manager, and the only person in the store. She was so uninterested in my concerns as I was discussing it, she was picking her nails and flicking them, then eating her breakfast burrito, she had no interest whatsoever to help me with my issues and just told me to call AT&T hence I was in their store which is AT&T very disappointed! read more

Went in with the plan of getting a brand new iPhone , walked in and there was 3 associates and only one was helping a costumer. I waited 5 min before anyone even acknowledged my existence, then the woman ( the one already helping some one ) told me they would be with me soon. After waiting 15 minutes and having the other two associates not even turn around or act like they worked there I left . What's the point of having people working there if they won't acknowledge or help the customers . Two stars are only for the only worker there actually working on the guest read more

I just have to say I absolutely LOVEeeeeee this store. Every single time I go in there I get the best customer service. All the employees there are so friendly and so knowledgeable. Courtney, Kate, and Adrian we the most friendly and gave me the above and beyond customer service today. It's not easy working with the public especially during the holidays. I appreciate them more then they know. read more

Very nice store manager Courtney. She was by herself and helping multiple customer at once . Give here a raise

They were very helpful with our transaction. The ladies worked diligently at the desk as customers wait She apologized for the wait.But we know we all get busy. This location had the phone we wanted, from the high end Sam Sung to the mid priced merchandise It's nice to k ow we have a nearby AT&T store that aided what we need on the spur of the moment We highly recommend this store !!! read more

Worse store, the Manager is extremely rude, with no knowedge of how the phones work, she said that she is there just to sell the phones and does not know about applications. Spends time with friends and on personal phone calls while helping customers and also complains constantly about her coworkers, which should not be a client's problem. I will never go back and definitely not recommend this place. read more

Courtney the store Manager great was efficient and nice. Wish there was more people like her around here

Me and my boyfriend needed to switch to a new line and Rancheska provided everything we needed with such great customer service! She was friendly and able to help with our concerns regarding our new plan. Thank you for such an excellent customer service experience! read more

I received excellent service at this AT&T store. Rancheska, the new manager, greets each person who comes in, including me. There are seats for the customers I saw, who were a steady but not overwhelming flow for the effective team of Rancheska, Isabel and Courtney. Rancheska seems to be an exceptional young person. She is a straight shooter, seems quite honest about the financial terms of the agreement, followed through on what she promised, and made my iPhone work when I brought it back after a small software glitch. My requests were not simple, in my view, but she made it all work so far. Great work! read more

I went to the AT&T store in Napa and was lucky enough to meet Joshua Gonzales. He is a very competent, helpful AT&T representative. He was able to give me a practical answer to a problem, unlike AT&T representative in another town who just shrugged his shoulders. I noticed that Kevin was also solving a problem for another AT&T customer. Together, Joshua and Kevin are a great team, ready to help you and solve your technical problems. read more

I am so frustrated with AT&T's customer service line 1-800-288-2020! I am a property manager and I've been trying to figure out about work that has taken place within a community that I manage for over a month now, but have had absolutely NO LUCK! How can AT&T dig up the sidewalk to privately owned streets without permission to do so? I have been transferred in circles, hung up on, forgotten about, told I'd receive a call back and never got one, been told I'd receive a call and did, just to be put on hold for 15 minutes and then hung up on and more! My numerous times of being put on hold, it sounds like there is a party going on in the background. Sounds like the customer service is based in India. I can't understand a word they're saying and they didn't even know where California was. I am so fed up with AT&T. I've spent well over two to three hours trying to figure out what work is being done in the community and who's requested this work as AT&T has dug up the sidewalk, damaged the sidewalk, spray painted the sidewalk. Please see the photos. This is ridiculous that I can't get any help from AT&T customer service. read more

AT&T Store - Mobile Phones Near Me - Napa, California

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I went into the store during my lunch 'half" hour worried that I wouldn't have enough time. Luckily, Ivan helped me right away. He was polite, efficient and fast! He took care of everything and I am really pleased! read more

I went into the store today needing help with switching accounts, upgrading service and preordering new phones. Isabel was so helpful, extremely kind, and patient with me taking me through the entire process. I can't say enough good things about my experience, thank you Isabel! read more

I love to go in this store if I need help with my electronic devices. They are so helpful and courteous. Thank you Christine!

Yvette Lopez just spent about 2 hours helping my husband and I upgrade our cellphones. She was so good even multitasking while never missing a thing. Highly recommend Yvette for people needing help. read more

BUYERS LOYAL AT&T CUSTOMERS BEWARE! Do NOT trade in your old cell for an upgrade with AT & T ! I used the AT & T generated label giving to me by customer service rep at Napa Target AT& T! My first bill after upgrade was outrageous, it was $150.00 a month now showed $408.00 AT & T confirmed they DID receive my old IPHONE 8plus that was turned in for an upgrade! Come to find out AT&T charged me for the remaining balance of the old cell I had turned in. I have spoken to approx 20 AT&T customer service reps, over 20 plus hours overseas. You can not get into the US to talk to anyone! Since November 2018 Here is how it has gone trying to get my credit/money back; AT&T customer service reps have dropped my calls, had me on the line for almost an hour, then placing me on hold to the transfer me back to the very beginning starting over with a new AT&T rep, also promised to credit my account two different times, have a manager call me, neither things have happened. AT&T promised to credit me my $399.94 back! Still to date has not happened! AT & T is definitely scamming ppl and AT&T is training their employers to lie and give us the run around! I went and looked up AT&T with BBB and FCC site I am not the only customer.It is outrageous and appalling that AT&T can steal from their customers without paying us back! Remember when you could walk into a store and state your case? AT & T makes DARN sure this step, a very important step towards GREAT customer service is GONE! BTW I have been a loyal AT& T customer since 2004. BUYER Beware AT&T you owe me $399.94 pay up HIGH WAY ROBBERY and we r in America go figure! read more

I went in because I had a problem with my phone and the lady that helped me was very rude and told me she can't help me because she is not a technician. She then told me I just need to update my phone which was clearly not the issue. I then went to the other at&t store in Napa and the employee there was extremely nice and helped me with my issue immediately and fixed my phone. From now on I will only be going to the Soscol location. read more

Waited half hour, but 2 employees helping customers, manager was packing a box. Had no help for my needs to upgrade att products. No inventory, could not even order an item I wanted from another Att store. Total waste of time. I have puchased about 10 + phones and other equipment at this store , it has deteriorated to the point I will NEVER return. read more

This AT&T retailer store is bad. I've been here for the last hour with a friend trying to get a phone. AT&T are difficult to begin with this particular store has 2 fold chairs... when other stores have a more comfortable setting. This store does not. There are 8 people in line and 2 people servicing their guests. The employees of the store show ZERO acknowledgement of the guests waiting in this stand still uncomfortable line... and I've watched 3 people waiting just walk out... maybe because there are no chairs.. I won't be visiting this store again. read more

AT&T Store - Not everyone in line.... but no employee has even acknowledged the line even being there... - Mobile Phones Near Me - Napa, California

Love this store!!! I wouldn't buy my phone any where else nor would I trust any other store besides this one. Kristina always takes good care of my and I feel as though I'm in safe hands. She makes sure to take the time to go over every detail to insure me that I'm getting the best deal and the best product. Buying a phone and dealing with all the paper work can be overwhelming but with Kristina she always makes sure I leave happy and satisfied. She even takes good care of my mother and all her crazy phone needs :). I won't shop anywhere else! She is the reason I choose this store to do all my business! Thank you Kristina and crew for all that you do to help me have a stress free experience! read more

I have only good things to say about this store. I especially want to compliment Joanne who helped me today. My issue was regarding the protective glass on the phone screen. About two years earlier I went to the store and asked about a replacement glass. At that time, there was no problem. They said the protective glass was a lifetime guarantee and a new one was applied at no cost. So, yesterday I went in but was told there was no coverage on my glass and they explained how to order a new glass and set up the coverage for future replacements. I passed on ordering a new glass. I did have a glass from another company so I went back today and asked if they could put it on my phone. The young lady said they could only put on new glass that they offer in the store at $50. I said no thank you and left. Then, I decided to go back and ask about my insurance and see if it somehow covered the glass. That is when I met Joanne. She confirmed I did have insurance but it did not cover the glass. I told Joanne that the other agent could not put on the glass I had brought in. Joanne said that I was and AT&T customer and she would be happy to put the glass on my phone- whether it was one of theirs or not. Joanne worked very hard to make sure the new glass was applied properly. She did and excellent job. I have been dealing with this store for many years and have always gotten good service. Except for the little glitch yesterday this store has always provided qualified help and good products. read more

We have had AT&T for years, and have not had much positive to say about their customer service. Recently I wanted to open a business account and went to this store. I cannot say enough about Kristina! She worked her butt off to meet all of my needs, followed up with me and even remembered me a month later when I went into her store. If you have or are changing to AT&T, go see Kristina!!! read more

Have purchased all my phones here previously, with excellent service, i.e., knowledgeable, friendly, efficient staff. Never again! After waiting for some time (which is expected and perfectly fine), manager hustles into the store, as if late, and curtly says he can help me. I had 2 issues with my phone and was thinking about buying a new one. He was not able to answer any questions my phone -- he seemed to have a lack of knowledge about the products -- and was curt & condescending, almost to the point of being hostile. Perhaps just a bad day, but at the end, he was being so rude & confrontational that the other employees were staring at him. Drove to the AT&T store on Trancas. Completely different experience. Ironically, the manager of that store helped me. She was knowledgeable, competent and polite. She solved 1 issue, quickly and easily. Could not solve another issue, which was based on my phones age (2.5 years old), and I will purchase a new phone from this store. Trancas AT&T store = thumbs up. Soscol AT&T store = thumbs down; a real disappointment given the experiences I've had here in the previous years. read more

I came in today to place my pre-order for the iPhone 8 plus! I was the second customer there and had to wait for about 10 minutes to get any service. It seemed although I came a few minutes after 9 o'clock that people were still gearing up for customers. The only reason I gave four stars was because I had to wait and there were two customer service representatives that were in front working on computers but had no customers. After Kristina began helping me there was nothing but amazing customer service. She was so knowledgeable and when I didn't understand what she was talking about she took the time to answer all my questions. She even told me I was a gold member which I had no idea what that was. Apparently because I've been a customer for so long I should be treated very well, which she certainly did! I had already signed up for a pre-order so I had a code to get some free items and along with the insurance I purchased I left a whole bag of accessories pretty much for free! Can't wait to come back next week and pick up my iPhone 8+! read more

This review is for AT&T in general, not the store...I would give them 0 stars if it was an available rating.. They lie on the phone, you can't speak with one person to help with multiple issues, just spent 45 minutes on the phone, trying to sort thru what I was told the last time I called, (1 month ago)) apparently ALL lies, the per son I spoke with in billing today couldn't even tell me what my monthly bill would be...because he didn't know what the taxes would be in California unbelievable, tried signing in online, but the registration process kept sending voicemail to my fax #. I'm sure this review won't generate any change to AT&T , all I know is every time I think I might have to call n figure something out with them, I want to run screaming from the phone...seriously read more

BUYER BEWARE Not only the worst AT&T store I've ever been into, but the worst cell phone store EVER. The "employees" are either liars or not informed/trained correctly. Every time I have an issue they try to send me somewhere else and refuse to help. They screws up my tv and internet pricing as well as doubled my cell phone bill. Horrible read more

I've been standing in line for almost 40 minutes...not one of the sales people have looked up, acknowledged or said one word to me! So frustrating!! Talk about bad customer service! read more

Professional team work of Kristina and Joanne, both staff members knowledgeable on everything they had in the store. They upgraded our family plan and both were easy to talk to (no need to be an expert in technology ;) most of all down to earth and kind. Satisfied beyond any expectation of the outstanding service provided to our family. read more

I have been a customer of AT&T for a long time and I have never taken the time to write a review. But in this case, I had to. I went in to buy a new I Phone in Napa and I was greeted by Kristina Collins. She treated me with the best customer service I have ever received. Kristina was so patient, so informative, knowledgeable and made me feel that I was the only customer she had. She even went beyond wonderful and walked me to my car to make sure that I was set up properly since I am a realtor and I spend my life in my car. I am a customer of Kristina's for life, and I will refer my family and friends. I hope you know how good she really is. Also, all the representatives were nice and knowledgeable. Robyn read more

Be back in 10 minutes. Never showed up? Thats horrific. If you cant supply service just say so up front.