I came into this store on Friday 8/7/26 around 5:30pm or so. I was distraught! My Dad switched my phone from T-Mobile to his account with AT&T because I asked him to :) and that started the day before. He lives in TX and I think the rep out there was doing something shady but that's a review for that store. Anyway, I was on hour 28 with no service to my iPhone, green bubbles for iMessages, just all the things were going wrong. Lamar was a gem, as soon as I walked in the door he was trying to help me. I was there so long he had to take his lunch and I was still on the phone with AT&T with no luck. Then Christian the manager steps in and he miraculously taps into my settings and fixes all the problems. Messages coming through, phone calls can be made, blue iMessages... just amazing! Thank you both so much for your assistance. I'll be in soon for my upgrade :) read more

Following my review of March 5th, 2026, it's now been three weeks and I have yet to hear from AT&T regarding my dispute of the $727.95 charge for a phone that I had left with John at the store after transferring the data from that phone, a iPhone 16 Pro, to my new iPhone 17 Pro. As I said, on December 29th, 2025 Oscar, the store manager assured me that the phone had been returned by him to AT&T and to disregard the notices from AT&T that I had not yet returned the phone. Two months later on February 27th, 2026 my card was charged in the amount of $727.95 for the supposedly unreturned phone. I received no communication from AT&T or anyone associated with AT&T during that two month interval. Having gone through the tortuous process of trying to dispute the charge via AT&T online reps, I finally wheedled out this out of them on Monday March 2nd, 2026 " Hi, it's AT&T. It was my pleasure to help you today. Here's some information we talked about for your account: We have submitted a case regarding your device return from the store on 29 December. You will receive a text notification once the case is resolved. For more details on equipment returns, please visit att.com/returns." Well, it's now three weeks later and I have heard nothing from AT&T; no emails, no texts, no phone calls, no cards, no flowers, and no candy. They also have given me no case number or contact person or contact information. They, including their area manager, are invisible. And, I'm still out $727.95 I guess my next stop is the Better Business Bureau and a complaint! Greg Quist read more

I have Internet with ATNT. They called and made me an offer to bundle my Internet with cell service. I have been meaning to upgrade my phone and potentially change carriers for awhile. Verizon store was slammed. 10/15 people in the store. I was in a virtual line over there with 7 people in front of me. I went to this ATNT store and it was completely dead. 5/6 employees just kicking it. Cool, this should be easy. I explained the offer I had been given on the phone and asked about phone prices. They wouldn't offer the deal from the ad I'm going to post a photo of. No free iPhone at all. 300 was the minimum they were going to tack on. So I mean I don't really understand. This store just doesn't offer what the deals they advertise? Went back and got my stuff at Verizon. After 9 years of okay service I thought I might switch. Guess not. After the experience it made it clear why Verizon was slammed and this store was empty read more

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

Adam at ATT Lakeshore Oakland helped me solve a major security challenge. I highly recommend Adam and Fatima. Not all service members take their time when assisting. read more

We got sold a bill of goods this store is the wurst we had Jon Lee sell my mother -in-law a phone that he put the 4 digit pin in but never gave us the PIN number or what it could be...we tried everything 1234 abcd, etc. read more

Great service with Yahaira today. Lost my eSIM this morning so lost my number. She quickly resolved my issue and kept me calm during the process. read more

Worst customer service I ever had. Given wrong and different information by three different employees. Manager disinterested. Save yourself struggle and walk down to Verizon. Rating should be less than one read more

The female employee working at this location last night needs a legitimate attitude check. She was not helpful and spoke down to me like I was a child for not understanding why I needed to reset my phone a certain way to wipe my data so that they could accept my trade in. On my way out she very passive aggressively muttered "don't shoot the messenger" and opened the door, pointing for me to leave... mind you I had not said anything, just asked a couple of simple honest questions without any attitude or anything. I get it, it's the end of the day, you wanna go home, I don't want to be here either, but alas here we are....be nicer to people. Will be taking my business to a different location. read more

Inexcusable wait to even be recognized given how this store is set up. The manager is supposed to watch the door and it looked like he saw me, but nope as a guy who came in after me got seen before me. Then another long wait to be seen, then I get an idiot employee who couldn't figure out how to get me a local number and got unnecessarily snippy when I tried with his tablet and he refused to look into it. That would have been that, but I find out he set my account up with some random address and misspelled my name, making getting into my account at home an absolute nightmare when I had to manage it for myself. How do you even do that? He was only helping me at that time. I'm pretty sure this was malicious. So basically they failed at nearly everything except setting up "something" and taking my money. They're incompetent, or jerks, or more likely both. I would advise looking elsewhere. read more

I literally do not know who raised these AT&T representatives in the store. I literally walked into the ghetto. Where the staff was using profanity. The security guard was eating a burrito .. No matter how many times you say thank you they will not say it back. Tavion was the only good thing about this store which is why I'm going to give them one star. The selection was poor and ran through. The UPS guy walking in saying whaaaaatttssss up like the killer from the movie scream.. they may as well pop the trunk and sell the phones on the corner of East 14th. And the cost for one line and DIRECTV over $250 no thank you. Instead of going to get you a charger for your phone they let it die and the little messy head girl with the two dimple piercings in her cheeks she literally needs a shower and not to be cussing and using profanity as customers walk in the store. Then let's not forget the fake pop smoke guy in the back with the knock off Gucci glasses. They are absolutely fake I could tell from away across the store. read more

This store is a gem- large, conveniently located on Lakeshore near Philz Coffee, well organized, and staffed with friendly, smart, and well-informed staff. John Lee, the lead consultant, helped me today. I genuinely felt like he was helping me find the best phone and plan for my family vs selling me the most expensive thing I don't need. Great to see retail still thriving. Sometimes nothing beats going in and talking to an expert. Thanks! read more

Perpetually understaffed, eternal wait times, and there is always bad music blasting.

Nazeer was a horrible rep. I asked him for a red light converter screen protector for my galaxy S25. He claims to not know what's that was. When I showed him the receipt from my IPhone that I got it for, he claimed they only had regular screen protectors. Then after he sold it to me he claimed they actually ran out of red light screen protecters and that I should come back when they have more in stock knowing I can't return the screen protector I just bought. I asked for an apple watch ultra, and wanted to return my series 10. He claimed they ran out. I asked when they restock and he claimed he couldn't tell me. I asked for a manager and he would not get me one. This was highly suspicious I don't see why he couldn't tell me nor let me talk to a manager. I wanted to keep the series 10 until I got the Ultra and he claimed I could wait until Friday which was ridiculous considering he couldn't tell me if they restock by then. The previous rep I had was so much better. I asked how long Nazeer had been working for the company after he asked me where I went to college and what I did for work. He answered, "As long as I can remember." I asked for an exact dltimeline and he refused to tell me which seemed rude. I hope to never work with him again. I wish I could put zero stars. read more

Shout out to Sydney and Saul. When we had an issue that was challenging to resolve they both stayed past their break times to help sort it out. Kind and chill employees. read more

I appreciate that this business especially in these times can be challenging. However, I found support at this location to be a bit dogmatic and condescending. The employees at this location were not current with basic mobile technology. For example, a Google PIxal phone can operate with an AT&T sim card - transferred from an existing phone on the Google Fi platform. Google Fi uses a downloaded eSIM to operate their phones if the phone is sold unlocked. I suggest that AT&T spend some time to update their store training so employees can respond and support all basic operating issues that may arise. read more

I wanted to find a reason to give this place at least 2 or 3 stars, but I just can't. I dread going here - and I only do it every few years or so when I get a new phone. Parking is a pain. There's always a long wait because they never have enough staff, and when they finally do give you some service you first need to fight off a hard upsell for their cable TV service. Went to get a new iPhone today, and couldn't transfer my stuff over from the old phone at first because - get this - their WiFi was down, lol. And I still got pitched to switch over from Xfinity! I've never gotten out of there in less than 2 hours. If you absolutely have to go ... I hope you have better luck. read more

This place have horrible customer service. There's employees walking around watching baseball awhile I'm waiting to be help. There's a person ask me what I needed, I told him I needed to pay off my phone and cancel service. The sales reps stated I cannot cancel my service while their own customer service on the phone state I can do it at the store read more

Just an extension of horrible service from AT&T! For months I've been paying for an extra line I do not have! For months I've been paying an installment plan on a tablet, which I returned within 3 days and had confirmation. For months I continue to pay these fees, after being told several times by several people "your're handled, expect a return credit. Have a good day and would you like to buy a new phone?" At this point I am running 2 Xfinity! I am sending this out to my 1400 subscribers through my business who value my opinion for other purchases and first hand knowledge. MONTHS!!! My bill was $68 all in! Until this fiasco. read more

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

I gotta say, Yelp ratings are pretty efficient. I was hesitant to come in here given the 2.5 star review, but thought - "My transaction is pretty straightforward, how could they mess it up?" And boy - did they! Avoid at all costs. Go to another location that has better ratings. My experience here violated my trust and makes me think seriously about firing AT&T as my service provider, even though I have been with them for 15 years. Here are the facts: 1) My phone was dead and I needed a new one. I called in one morning to ask if they had a specific phone in stock. I was assured by the sales associate - a young woman named Elena, that they did, and that she would put it on hold for me. 2) With my family waiting in the car, I walked in to pick up my phone and make the payment. After making the payment (to pay off my existing phone), Elena proceeds to the back room to grab my phone. There are about 10 other "sales" associates lingering around, doing nothing. 3) She comes out with the wrong phone and notifies me they do not have my desired phone. But would I like this other one? No I would not - it has half the storage capacity I need. Plus, you already assured me my phone was in stock when I called, remember? 4) I try to cut my losses and reverse the transaction so I can get on with my day. I'm told by Elena that she can't reverse or void the payment I just made, nor can she call other stores to check on their inventory to see if I might be able to get the phone I want at another store. I gotta go myself. They could ship me a phone - but it would have to go to my house and cannot be shipped to the store. This is not a viable option as I live in a theft ridden area. 5) The manager eventually steps in to call other stores to check their inventory. No one has the phone I need. 6) I proceed to call the 1800 service line for help while the manager continues to phone other stores. Or so she says. The other dozen or so sales associates continue lingering around. No one offers to help me make that customer service call. 7) Now I am stuck in the hell that is carrier services. After 30 minutes, the service agent on the phone tried to help, but now I can't even log into my account to get a new phone AND I just got a text message from customer service that they cannot process my refund. I'll be forced to call in and spend another god knows how long. Those are the facts; and now here is the emotional rant: A) The sales associate. Honestly I'm shocked. Elena was quick to make what she must have known would be an irreversible transaction take my money, and essentially trapped me. She was not so quick to help when the transaction went awry. But worst of all is her attitude and behavior. It's like I suddenly hit a wall when she realized she screwed up and was no longer interested in helping me because the problem became too hard. She's young and clearly inexperienced - since she kept asking other sales associates to clarify answers to my questions. B) The system is reflective of zero accountability, zero consequence, and poor value. So many things broke down here. Each transaction Elena handles must be worth hundreds of dollars, yet her experience level and training do not reflect this. Contrast that with a retail employee at Nordstrom - where each transaction is significantly lower in value; but their service level is unparalleled. The manager was no better. Someone should have stepped up to help me call customer service. C) My time and emotional distress - I can't get back the afternoon I lost with my husband and kids who were waiting in the car while this all went down, and the stress you caused me that day. I can't get back the time I'll have to spend finding ways to get a new phone, and getting back into my online account. Worse yet, I can't get back the lost productivity from having a non functioning phone. It's crazy how those apps run our lives! AT&T - you run an essential service, but that's no excuse to allow your system to run this ineffectively; it's unfair to customers. You would be better off turning your stores into phone pickup kiosks, and do away with the pretense of service. Fire your employees, reduce your overhead, and just put in robotic kiosks. You will save millions in costs and your customers will be more satisfied. read more

AT&T Store - Try going online, they said. It will be fine, they said... - Mobile Phones Near Me - Oakland, California

There's really no reason to go into this store to get phone service. It's much easier and transparent online. I went into the store because I wanted to have my devices the same day. But I paid a steep price (actually over $500) for that privilege. The wait is unreasonably long and the employee there John Lee gave me a sob story about living with his parents and meeting his sales goal. He made me sign up for 4 lines and all the extra services "for the same price." It was never the same price. He told me to wait three months for the discounts to come though. It never did. I finally demanded to have the services and the extra lines removed and had to call collections (who were surprisingly super nice) to get my money back. Don't go to the store! read more

After visiting the store three days in a row, my original observation stands: music too loud and understaffed; however, I've had very good service. I want to recognize: Jake - new and terrific, Saul, John - who helped me even though he was on his way to lunch, and Shmeek. Thank you. read more

This store is HORRIBLE & we had the worst experience dealing with ATT. Complete waste of time coming here. 8/6/2020- ordered new 2 new phones with Fanon Best, iPhone 11 & preordered the new Samsung Galaxy Note 20 Ultra. Order details said we should receive our new phones by 8/13-8/20/2020. 8/20/2020- Received NOTHING. Can't get a hold of anyone via ATT customer support to help follow up on our order. 8/21/2020- talked to Fanon Best in store to check our order, we double checked order specs are correct. He said our order could be delayed bc of the yellow iPhone 11. 8/29/2020- Still no phones! Drop into ATT to speak with manager Gaby and she checked our order. She said I had the wrong zip code to port number over so she called in to correct problem. So why couldn't Fanon tell us this info??? 9/1/2020- Finally received Samsung phone but it's the WRONG storage. Should be 512G, but they sent us 128G. My iPhone 11 still has not been shipped. 9/2/2020- Drop into ATT & speak with Fanon. He looks up our order and has no explanation as to why he pre-ordered us a Samsung phone model that does not even exist in a 512 GB in bronze?????? We had to find this out ourselves after waiting for our order. Talked to manager James Warren and he said he would talk to his supervisor and call us back same day by 8:30pm. He never called us and we knew James was never planning to call us! Cancelled my iPhone 11 order at 9pm. We also shipped back and returned the Samsung 128G back bc we were DONE with ATT. 9/10/2020- ATT locks my online acct so I cannot access it. 9/13/2020- ATT locks my online account but sends me an email I owe $1356.59!! We shipped back the Samsung phone on 9/9 and it wasn't even shipped out until 9/15, like they are holding our return phone hostage so that it arrives after deadline so they can charge us! *****BOTTOM LINE IS THIS.....ATT is one of the worst phone companies I have ever dealt with because: -took ONE MONTH to get 1 out of 2 phones in our order or get any type of answer. -they will straight lie to your face just to sell you anything. They lied to us and preordered a phone model that doesn't exist?! Both Fanon & Gaby lied to us every time we came in to check that our orders were correct. That's straight criminal. -Horrible business ethics and are crooks. -Both managers lied to us about our orders and failed to help the customer. -impossible trying to get any competent tech support We went to Verizon on Lakeshore and ordered 3 new phones and received them in TWO DAYS!!!!!!!!!!!!!!!!! VERIZON WAS A FLAWLESS TRANSACTION & HASSLE FREE. We also got much better trade in deals. AVOID THIS STORE!!! read more

Hi... I am writing a review for Hu, the representative I worked with at the AT&T store last week. He was fantastic!!! So patient and helped me figure out how to unlock my freeze on credit reporting companies so I could transfer my business to AT&T. I got out of there completely set-up with my new account for my new IPHONE. If you have a chance to work with Hu, you're lucky! read more

Big shout out to John and Ivan store manager!!! Thank you so so much for your assistance this morning. Dealing with ATT customer service on the phone has been the bane of my existence. I simply needed a shipping label but was getting the run around. Ivan had me in and out in less than 20 minutes WITH THE shipping label! read more

The rep /manager at the store went out of his way to ensure my safety by guiding me out of the lot

Shmeek his customer service was excellent . Took care of us asap. 5 stars. Answered our questions very well

I was apprehensive about coming back to this store but decided to give them another chance and was pleasantly surprised. I was upgrading my phone so I decided to do three things to make this visit a more successful one: 1) scheduled my appointment online for the first appointment when they open which is at 10 am, 2) back up my iphone to icloud, 3) decide what kind of phone I wanted. As soon as I walked in I told them I had an appointment and they asked me to wait until they checked in everyone that had walked in. So a few minutes later, Marcus came over and asked me what I needed. So I told him I had already decided the model, color, gb's I wanted as well as the plan. So 45 minutes later, I was ready to go! We had to wait til my phone was updated via wi-fi before I left. Marcus was very helpful and made things go smoothly. Of course, he had to show me the different kinds of cases they offer but I resisted. read more

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

It's not a good place if you want good customer service. Ruby treated us like she didn't want us to be there. A bit Intimidating, we almost walked out without our new phone. read more

WORST CUSTOMER SERVICE EVER!!! So I was prepared to switch over from Sprint to AT&T. I went uinto the AT&T store on Lakeshore on Sat, Aug 1st with my 1yr old baby. Lily was very friendly and helpful. She created a monthly plan similar to what I have at Sprint. Spent over an hour in the store but at the end, she informed me I should have the new AT&T phone by Fri, Aug 7th. By 4pm on Fri no phone arrived so I called her. She was out of the office so she connected me with her manager, Gabby. Gabby Informed me that I need to come back into the store so they could find out what's going on. I asked if we could do it over the phone since I have my baby and she said no. So on Sat, Aug 8th, I went back to the AT&T store. Gabby was okay..Not nearly as friendly as Lily but no big deal. She said nothing had been done with the port because I provided the incorrect Sprint password. Mind you, I gave Lily a 4 digit and 6 digit password because I couldn't remember which one it was. She should have told me to confirm if she knew the wrong password would cause a delay. So Gabby contacts AT&T for the port over. After confirming lots of info, they work things out. New phone should be mailed in 24-48 hours. Gabby said I would receive an email confirmation. On Wed Aug 12, more than 48 hours later, I contact Gabby because I haven't received an email confirmation yet. She tells me to give it until the end of day. If the phone hasn't arrived, then I need to come in on Thurs. I told her I have a baby. I am not coming back to the store a third time. Gabby tells me to call her and she will handle it for me. Of course no email confirmation so on Thurs, Aug 13th, I contact Gabby. This lady has the audacity to tell me to come into the store. I remind her of our discussion yesterday and the fact that she said she will follow-up. She told me I know I said that yesterday but I'm the only manager here today so you need to come in. I told her I'm not coming in so she said she could call tomorrow to find out what's going on. I told her that AT&T service may be better than Sprint but in all my years with Sprint, I've had superb customer service. And I will take good customer service over horrible customer service anyday. I told her I want to cancel and she didn't give a damn. She gladly gave me the customer service number to cancel because of course she couldn't do it. Good for nothing. I called AT&T and canceled the port over. Thank you Gabby for NOT HAVING ANY INSIGHT into what was going on with my order, for your INCOMPETENCE and your SUBPAR CUSTOMER SERVICE. I avoided a huge mistake. So happy I'm sticking with Sprint where I'm valued as a customer. Plus Sprint just merged with T-mobile so looking forward to seeing how things work out. read more

Suffice to say my time with AT&T has been roughly about 10 years. This past year, I got a new phone. I went into the store. I was lied to by the employee. I was actually charged double per month for my new phone. No one could fix it and they severly limit what their customer service reps, thier managers and even store managers can do. What a shame. At&t used to be a great company back when I joined. After spending many hours on the phone, going to appointments in the store, and no one being able to help or even work with me on what I was originally promised by the employee, I'm done. Never going back. This was the worst experience I've ever had at a company. If I really cared more, I'd sue At&t at small claims court. But I've got way bigger things to spend my time on that this POS company. I hope they crumble as its obvious they just really dont care about their customers anymore. read more

If you are wanting to upgrade and the inventory online says they have the phone do not go in asking for an upgrade as they only give phones for new lines only. Tip: go in asking for the phone you want and say you want to add a new line. Once they present the phone to you say never mind i changed my mind i would just like to upgrade. They only receive commission on new lines and not upgrades so they will sit on inventory for weeks instead of giving the phones to paying clients who want to upgrade. read more

JOHN LEE was the sales rep that assisted me with my account and completely committed FRAUD! If you go here please watch out for this guy John Lee. Instead of him doing a simple upgrade he added a unauthorized LINE on my account that I didn't want and now I'm stuck trying to get out of it also he added a phone that I don't even have. And guess what? The store don't even care. They said it's my issue now! How rude of this store...watch out for JOHN LEE. Don't trust him read more

This is the final straw with AT&T. 3 different non disclosed add on pricing when I signed on including an extra line I did not want. New sign up fee. Huh? I had to go Berkeley to pick up my phone from Oakland. I was new to Android and did not know nor told to register with Samsung to track lost phone. My phone was lost and could not track it. Then, AT&T offers to sell me 700.00 phone. This store is horrible. Its little more than a commission scam for salespeople. . Metro PCS was upfront and disclosed all fees. They moved my line to Metro in less than 5 minutes. They cut my bill in half. Plus the quality of reception is generally better with the T Mobile network at least in the Bay Area. read more

I just purchased I phone 12 pro max from this store, Daniel Kim helped me on return, trade in, he spoke Korean and made me fully understand the transaction, I highly recommend to see him if you speak Korean. read more

Total Sham/scam!! First they wouldn't take my cash, which was about them closing the reg a half hour early. I should have left then. Then...I buy the phone with lots of laughs and great conversation. After a minute my co-dependent mind takes over and I'm like, sure I'll buy the inflated priced screen saver from you! The guy was nice enough I wanted to give him the extra commission. He puts the screen saver on and it's too small. I say, oh looks like it's defective cause it's supposed to fit an iPhone 8. He takes it off and puts it back on, doesn't fit. I say, ah, must be a defective one, let's just get another. He says he can't. I'm like, it's right over there. He's like i can't give you another one. I'm like, I paid for this 3 minutes ago, it doesn't fit. I say okay, he's looking stressed and he's been so cool so figure we need to talk to the manager. Manager comes over and says he can't exchange it. Suddenly the very cool sales person literally begins to have temper tantrum, jumping around and saying it's not his fault. I mean really flinging his arms. The manager then get stern with me because the sales person was "kind enough" to put the product on and that wasn't his job. I stared that he volunteered to do it. The manager doesn't listen. Then the real show begins. Both guys get puffed up and I'm trying to not laugh at how ridiculous they look while also avoiding getting pissed, cause I'm not that person any more. So one week later, the glass cracks!!! I still have my iPhone 3GS and IPhone 5... I've never cracked a screen! So, I call the company with the screen warranty replacement, and they want me to pay another $30 to replace it! That's the warranty. And that's when I realized it's a scam between the two companies. This why? I wanted to shop local. Last time for this store. I've since had to replace the phone for issues and went to Apple directly with out any problems. They barely questioned me. To the guys: Sorry. I know what retail can do to a person, though I've never treated someone badly, I do know the pull of greed! Hope you wake up soon! You can actually get rich being honest and kind to clients. read more

First off, I went to the location at 10 am when their website and yelp both said they would be open. Everything was shuttered. Security shield down and no lights. Then I came in at 11am. Same thing. Then at 11:30 I was walking by and noticed a person waiting at the front door. She said she also has been waiting since 10am and said that she saw someone go in. We waited and got on their queue system and finally got to be seen. I waited for another 30 mins to talk to someone. I came here because my phone stopped charging. A new iPhone just came out so I thought that it would be time to get a new phone. I called a head of time to see if they had the phone in stock the night before when they were closing and I was assured that had quite a few in stock so I came in. I was the second person in the store. The person that talked to me said I would have to be logged in before she could check in the back to see what was available. After talking with her for another 30 mins, she finally checked. With 10 minute breaks in between her checking since she had to answer a personal call and she started chatting with her co-worker. When she finally went to the back, lo and behold they had no new iPhones in stock. I left the store pretty angry. read more

The service at the Lakeshore AT&T Corporate Store was outstanding. My 88-year old mother has been trying to cancel her AT&T service and switch to another provider for 6 weeks, and online and phone support could (or would) not help her, despite hours and hours of frustration. As a last attempt, we went to the physical AT&T store. Malcolm at the AT&T store helped us--which took over two hours--and was friendly, patient, and able to troubleshoot every problem, no matter how complex. This was all for a customer who was leaving (!) AT&T. He also provided my mom with a SIM card in case we had an issue later on--which we did, and the SIM card saved us. If everyone at AT&T provided the service we received from Malcolm and his team at the AT&T store, we might never have switched. He is just an outstanding representative for the company--I hope they notice. read more

The service provider didnt gave me a sim card and service just because i refused to pay 15 dollars activation when they clearly advertising free sim and waive activation fee. read more

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

Earlier today I went into my closest AT&T store and met with John about getting a new phone for my elderly mother who runs a daycare. Unfortunately I did not know she needed to add me to her account so that I could get her a new phone. While she's not having technical issues with her iPhone 6 Plus, she is now unable to use her banking app that requires her to have a more updated phone to use their App. Very frustrating being forced to buy a new phone. Nevertheless she is willing to accept the cost to do her banking on her phone as she has been from home. John asked me to be added and come back with her ID. Once I explain this to mom we tried calling the 611 number as well as 2 other customer service numbers and get the same automated system going round and round never connecting us to a person to add an authorized user. So begrudgingly my mother and I decide to go into the store, which my mother does not leave the house but only to go to her doctors appointments. So it truly is a big deal with her bad hip and being elderly with pre-existing health conditions to leave the house. Not to mention it's cold, rainy and dark now that is just after 6pm. Once we arrive there's who we thought was a greeter directing traffic telling us they are only doing a one to one customer service. I right away tell her no way you can't do that to my mother. I brought her in to buy a phone. I told her I was coming back to be assisted by John who I was just with. She asks us to step out in the cold for a minute and of course we are never allowed back in. John kindly comes out to speak to us. I learn that Gabby is the store manager and not a greeter. She had no customer service skills whatsoever! I know as a store manger it's her job to make a bad situation better not worse and at no point did she apologize and try to make things right. She obviously did not know what a big deal it is to bring my elderly mother out but I should not need to explain all this. She didn't need to push the "One to One" rule and could've and should've made an exception. We went to the car and waited to go in after two customers left in order to enter since she told us they were at capacity of 18 people and we could see that everyone was far more than 6 feet apart. I know there's others that have to bring in their child or elderly parent to buy a phone. There's no way they have to hold hard and fast to such a rule especially if we are willing to wait for two people to leave the store. These type of decisions are what an associate looks to a manager for. John went to Gabby to assist on our behalf but she would not make an exception. This is so unacceptable and very bad customer service! I'm hoping this review is brought to Gabbys attention at the Oakland Lake Merritt on Lakeshore location. Thank you! read more

A T & T hires friendly, chatty, not a service to u, but to try to get u to buy something. it's works sometime. but since the training is in selling, they can't problem solve, so pass the problem down the road..... the customer usually ends up with the bill and the shaft. -true whether on the phone, at att stores, or att affiliates....need to know ur stuff before coming here...or any cellphone store.... read more