I went here with a friend who was having his phone worked on. They did sell him a new phone. They also were able to have his landline ring on his old cell. The woman helping him was amazing. He now is getting all his calls. read more

Another issue occurred when I went to the store in Concord to have an iPhone 14 repaired or replaced. I was told that I would need to pay a one-time fee for the service, and we paid that fee. However, about a month later, an additional charge of almost $300 appeared on my account. With this additional charge, my total bill for this month ended up being more than double what we normally pay. I also pay for insurance on the phone, and despite having insurance, I have already paid more than $500 for this replacement, and I'm not even receiving a brand-new phone. This is extremely frustrating and does not seem reasonable given that I have been paying for insurance coverage. I would like this charge to be thoroughly reviewed and would appreciate a clear explanation of why I am being charged these additional fees. I also want to understand why the replacement is costing me over $500 despite having insurance. read more

I had an Amazing experience at the pleasant Hill location Joshua helped me transfer a line and add Wi Fi to my new apartment. When I had a little trouble installing the box Alfonso the SR Associate helped me right away to take care of problems. I would recommend this location! Great job! read more

This place is so slow. The employees really need a lesson in helping customers efficiently to keep the line moving. When I entered the store there were two customers being helped. The screen on the wall showed three people were waiting. I checked in, my name popped up on the screen. I was #4. An HOUR LATER I was still waiting and I had moved up ONE SPOT!!! ONE!!! I left. Almost another hour later I got a text saying I was next. So if I had stayed my total wait time would have been TWO HOURS!!! read more

Super understaffed! And along with that issue, the staff that is here all takes lunch at the same time, according to the one young man left to cover the whole floor. Also, the seating is mostly high, bar style chairs. There are only 2 standard height chairs. With a cane and a disability, I can't sit in the high chairs. Luckily there was one standard height chair available. The other one was occupied by another woman with a cane. They need more accessible seating! Take out half of those bar chairs and replace them with seating that works for EVERYBODY! read more

Poor to no service. Made an appointment. The manager was my point person. He was dismissive of the problem, did not seek to understand the problem and then sent me off with a customer loyalty number even though my phone was in sos mode. Passed blame onto others but made no attempt to solve the problem. Terrible customer service experience. read more

I never going to back that store poor costumer service. I made rezervation they told me u are the 2th on line 5 minutes later they got the costumer which is before me after that i eaited 1 hour employees were just passig me and telling me u are the next u are the next it never happened. They are working so slow enjoying their time while working. I suggest the other people never go that store. read more

Came into the store with a problem 30 seconds later the gentlemen had it fixed Great job read more

A big thank-you to Jeff and Ivan of the Pleasant Hill AT&T. These guys really know their stuff! I am old and not phone-savvy. Due to my employer merging with a large company and having to adopt the large company's communications, I had to upgrade my phone plan to accept e-mails, etc. These Jeff and Ivan set me up perfectly - they are great! read more

The male manager of this store has a nasty attitude and is extremely unhelpful. I was doing a trade in but I was 2 days over. A lady helped me at first and she was so helpful and sweet. She offered to turn the music down (it was loud) since I had to call customer service for an extension on my trade-in and the automated voice kept stopping due to the music but I told her it was okay because I didn't think I'd be on the phone for long. Well I was wrong and I was on the phone with over 7 different people and getting transferred to different numbers and the original girl I was working with helped a different customer so I asked the male in front of me for help (manager) he gave me a different number after I got transferred to a useless number and I asked him if he could turn the music down and he proceeds to tell me that he can't and that it's basically just programmed like that or some lie he made up and I told him that the girl JUST offered to turn it down for me and he goes I can try (he knows he can) to sum up the rest I got help from another male and female employee who were SO sweet, patient, and helpful. She helps me get through finally after almost an hour of trying and the man on the phone approves the trade in but says I need to ship it but the first female helping me told me I was able to do it in person but the the manager proceeds to mansplain what the guy on the phone said and tells me I can't trade it in, in person, that I need to ship it and the the first girl who helped me basically misspoke. I am irritated at this point so i just proceed with the call but then the agent on the phone tells me it was ready to be traded in, in person, so the male who was helping me earlier with the girl finished all of the trade-in for me. The 3 associates helping me were so great so this review is for them!! I'd give them 5 starts and the manager 0. it's a shame he was awful and full of bs!!! read more

Alaina was AMAZING!!! Super helpful and knowledgeable. Helped me solve a service issue super quickly.

I went into the AT&T store to get help with one of my phones that I use for work because the voicemail hadn't been working. A very serious-looking employee approached me and asked how he could help. I explained that customer service hadn't been able to resolve the issue and I came in hoping someone at the store could assist. Instead of trying to troubleshoot or offer any hands-on support, he simply gave me a tech support number to call and said there was nothing they could do at the store level. That was it. It's really disappointing that AT&T reps seem eager to help only when you're buying something, but not when you actually need support with your service. For a phone I rely on professionally, I expected better in-person help. read more

Predatory thieves. Promises not kept. This review is not a good one. Bare with me.I transferred my internet from Comcast to AT&T Fiber. That part went pretty smooth. The tough part comes with the "free" phones. They paid of one of our phones and provided 4 phones for our account for free. The sales person (we'll call him AP) told me he would come back for the exchange phones and not to worry about it. He did not provide me instructions to send them to AT&T. He simply said "I got you." I contacted him prior to the 30 day notice via text, and yeas I have that record, only to be ghosted by AP. Fast forward a few more days and I receive a gigantic bill with AT&T expecting me to pay the full price for these free phones. Several hours on the phone with them only comes to one conclusion. "It has been more than 30 days and we cannot accept your trade in phones. This is the policy and it cannot be overruled. And you can try to get a hold of AP to see if he can do anything. He won't take the call. Predatory. AT&T should be ashamed. Terrible for customers. Terrible for business. Terrible for society. read more

This is what I wrote in my original review. I have an edit at the bottom. Customer service from this store makes me glad that I am no longer an AT&T user. I have a laundry list of complaints with the staff at this store. I remember a couple of years ago, I was getting a new phone. This was around the time when transferring data from an old phone to a new one was available. That was a surprise to learn, but I was glad to do it, as it meant not having to save phone numbers, pictures, music, videos, etc., and it would transfer over any social media login. They told me that it would take a day to transfer my data, register the new phone to the account, and whatever other work they had to do. That wasn't a problem, so I left. The next day, I came back with the expectation of picking up my new phone. Three of the employees who were there the day before saw me and started laughing. When I asked what was so funny, they said that they left my old and new phones laid out in the store for anyone to take, and someone came in, grabbed my new phone, and ran off with it. They said that they didn't realize the phone was taken until a couple hours after the fact when they saw my old phone and not the new one. They said that by the time they realized the phone was gone, it was close to closing time, so they decided to wait until the next day. I asked why nobody called the other person on the account, they told us that "[they] didn't want to bother us." That meant that because they just left my phones out and about, I had to come back in two days because they had to unregister the stolen phone from the account and then transfer the data from the old phone to the replacement. Finally, my family knows one of the workers there from our personal lives. We didn't know that he was transferred to the retail side of AT&T. My sister had her own AT&T account and was paying way more as a single person than under my family's account. My mom went into to close my sister's account and integrate her phone number under our family plan. The employee that we knew did that, but what we didn't know until the next phone bill came in was he added in a brand new phone number to the account to make a sale. That was an incredibly shady, if not illegal thing to do. We went back and asked him to undo it, and he shrugged his shoulders and basically asked, "Why do you want to cancel this phone #," knowing full well that we never asked him to do that. Ever since, he had become incredibly rude and hostile to us and offered horrible customer service. I can't recommend this place, and AT&T would do well to retrain their employees on customer service. Edit: I just remembered as well that a couple years ago, sometime before Covid, so maybe 2018 or 2019, I was going to Mexico for a week. I stopped by to ask about AT&T's data plans or for SIM cards to use in Mexico. I don't remember which was the case, but the employees told me that AT&T owns or has a partnership with both a Mexican and Canadian mobile company, so adding data plans for both were free of charge. Since I was an authorized person on the account, I asked them to add the perk. Now, for whatever reason, I had a gut feeling tell me to double check with AT&T and make sure my phone would be covered in Mexico. The employee that I spoke to on my follow up visit looked at the account and said that they didn't see anything added, so it made me glad that I came back. The first employee would've had me on the hook for international roaming charges without a care in the world. I genuinely cannot recommend this staff any less. read more

I got DIRECTV from the store. The system is going down out. Come here to get a new he told me I have to call HD I have troubleshooting which doesn't make sense. The system keep crashing. They are both supposed to write customer service and they don't at the store that sucks and I've been doing it since I've been do not deal with AT&T. read more

Had an intractable problem with an ATT prepaid phone I got from Walmart. The associate and manager fixed it. It took them quite a while, but they prevailed! Exceptional service. read more

For the manager who's not aligned with AT&T values. I ordered an iPhone 15 online to be picked up at this store. Online showing four iPhone 15 in stock. Got an e-mail from the store stating they are working on the order. 30 minutes later I get another email cancelling my order due to out of stock. I called the store as a regular customer asking if they had iPhone 15 in stock and the rep said yes, come on in. Then i informed him I had an online order that was cancelled but yet he has four in stock. Then he proceeded to tell me oh sorry I'm holding them for a customer. I said I ordered and paid and yet you are holding it for someone else who has not paid?? Greed? Commission driven? Whatever his reason , it's NOT RIGHT!!! read more

I have paid off my phone but it's still lock, i came to Pleasant hill branch the customer service was awful and wasn't trying to help me with the issue. I requested to talk to the manager but a guy came he didn't even qualified To work as customer support, I am really disappointed with at&t read more

Terrible customer service... longtime AT&T customer over 20yrs. Came in to replace a broken screen cover through my warranty since I bought it at AT&T and they did everything to Not help me. Said since the sku# isn't the same anymore they can't help me. Go to the location where I bought it. I bought the cover 1month ago, terrible customer service! Thanks for all the help Daniel and Salem, LOL read more

Popped in today to transfer myself off of my father's phone plan to my boyfriend's. I've attempted doing this at other stores recently, but got a ton of runaround and service I wasn't satisfied with. Tried this location out and it didn't disappoint- thank you Daniel for making that the most straightforward and easy AT&T store experience I've probably had yet! Super happy with the service and my new phone read more

Because of Gabriel Hencker, we came here. His communication was excellent and he made it easy!

Daniel is your guy when coming to this store! He is amazing, keeps it 100% real with you & doesn't make you feel forced to buy anything or add things to your plan. He is very knowledgeable and made the process of adding somethings to our lines very easy & smooth. I switched to AT&T not too long ago by a recommendation from my girlfriend. With that being said, Daniel remembered her from when she switched over & even remembers his recommendations to her & what she bought. Now if that isn't great customer service, then I don't know what is. Thank you Daniel for making our trip into the store a great one! read more

Worst service, they didn't help me, waiting over 30 minutes until I got help. I asked for help multiple times but they just ignored me. I was just trying to get my name on the list to get help. Sheeeesh. read more

You can't buy something in this store. There is usually 1 or 2 people working, very distracted and busy, so to come in and buy a cord or phone case is a complete waste of time. I won't go back... after 3 tries they are useless read more

I stopped in on the 4th thinking I'd have a long wait just like every other ATT store I've gone too. But no, they took me right away. My kids 7 & 13) were entertained with all the games on the display phones. They completed my trade in and helped me sync my Apple Watch to the new phone. Great service and with a smile. Thanks! read more

Brian was the most knowledgeable and helpful guy i ever met at att stores in the 19 years I have been with them.. No joke! After leaving the 3rd party retail store I have been visiting to avoid crowds because the know absolutely nothing about att plans and the little details they should, I came here to brave the crowds and do my business. Guess what?? No crowds! Not even a little. People just looking and chatting but no crowd.. Brian greeted me at the door. Everything went without a flaw. What I thought was going to be confusing and long and annoying, ended up just being long, but that was my fault. When I have to mess with this stuff...This is our store for sure. read more

AT&T Store - Brian had the absolute best costumer service and is very helpful - Mobile Phones Near Me - Pleasant Hill, California

Among my best experiences with AT&T stores. David walked MILES, indeed miles, to help me resolve a complicated phone/line setup issue, navigating me through some 2 or 3 customer care departments and coordinating the efforts of multiple customer service agents at the other end of the wire. Offered me Wi-Fi and a landline when I needed to contact the family for line setup (and my own phone, due to the original issue, was unusable). AT&T is a dinosaur, with dated and overlapping information systems occasionally producing impressive glitches. Once again, however, human involvement, empathy and cooperation overcame the entanglements of technology. Five stars to David and the store, I would have given six if I could. read more

I haven't met one representative in this store that actually cares about their customers or the experience they provide. Don't get me wrong, during the sale it's all smiles and false promises, but after, you'll be hard pressed in getting a hold of anyone. Tammy is probably the worst. No follow through and very limited knowledge of att products and systems. This store is literally a joke. read more

I'm actually here at this business...Daniel was helping me with an old flip phone..which is now not available...He didn't have new phone in stock..recommended Best Buy..they didn't carry it..came back here, waited a long time..ended up with Joe....Nothing like Daniel...no patience whatsoever...Daniel was kind...went extra mile...Joe wasnt....when I told him I would wait for Daniel..because he was extremely rude....actually said....please step away from me..you're too close..and, he said, are threatening me?...I'm sorry you're not getting your way!!...if you go to this particular AT&T store...ask for Daniel, he'll be there 100%...Joe has alot to learn about Customer service..Kindness is everything! read more

Andrea was amazing and took very good care of my phone and issues. She know what to do and how to fix things very correctly. Thank you so much for your help and service read more

So I dealt with two people here. Eldrein was a cool guy. I could tell he was doing the beat of his ability to help me comprehend everything going on. This other guy Joe. Man he should STRAIGHT up be fired. It is def not his purpose to be working here. When I was speaking to Eldrein about my finances Joe was standing literally like 2 feet away ear hustling. So I decided to say hello Joe. Then the guy was like "whats ur name" in a demanding demeanor. I told him "that doesnt really matter" just decided to say hello to you since you were next to us". He then got all authoritative and was saying "this is my store ill stand wherever i want" then i said "well its not really courteous of you to be ear hustling whats going on with me with out letting your presence be known" then he was just like "are you doing this right here in the store" it just was conflict that was unpleasant and i told him to go somewhere cuz i was still dealing with sensitive information with Eldrein. He said "Nope ima happily stay right here". So this goes to show you there are those eaves dropping ass holes out there that are just nosey af.. i continued dealing with the breakdown with my bill with Eldrein and the guy moves after 2-3 minutes then comes back like 2 more minutes later starting shit again when nobody was talking to his ass. Our conflict was long done and over with. The guy wants drama, looking to pick a fight. Ya the 2 stars goes to Eldrein to balance out the fucked up negative star experience i had. Oh and i forgot to mention when I chose not to give my name he had the audacity to tell Eldrein "look at the bill and tell me his name" Eldrein was a boss and wise enough not to disclose that if I wasnt willing to give it to him. Id appreciate some feedback from management on this because I will go to corporate with this incident if I must. I am not bitter I just believe that more customers should not have to deal with a man and he needs to be called out on his shit by someone. read more

AT&T Store - Mobile Phones Near Me - Pleasant Hill, California

I was having so many problems with AT&T. Came to this store and Selam was a true shinning light. The most sweetest and truly kind person. Thx you Selam. I guess not most AT&T people are ridiculous! read more

David helped me set up a new service and was so helpful and patient with me! I over heard Joe dealing with some really odd customers who weren't very nice and he did so with such grace and did not hesitate to tell it how it was and they eventually calmed down and trusted him. read more

Rainy and cold Sunday we venture into the ATT store to upgrade our IPhone 6 to the new IPhone XR. Store is crowded and we are asked to wait for the next associate to help us. The associate "Joe Russo" that greeted us also was the one that worked with us when our name came up on the board. We were in earlier in the day and asked questions prior to returning to buy. We were instructed then to upload all data into the cloud so that when we purchase the transfer of data would be effortless. Joe finds us a table and the adventure begins. We tell him we want a black XR and a Red XR and inquire about the $200 credit for trade in. Phones come to table and Joe tells me we missed the deadline on the $200 credit for trade-in. Joe also tells me that there is a $30 per phone upgrade charge and we are to pay tax on the phones the day of purchase. Uncle Sam gets his tax but the charge for upgrade - come on! Joe begins the process of killing the IPhone 6's and having us sign our life away regarding the cost of the phone and such. Sounds legit but I am still upset about the upgrade charge. I get a notice all the time to upgrade for free. Joe and his manager say there is never a notice sent regarding free upgrade and if you can get it call 611. I mention this because of the constant badgering to get the ATT internet and direct tv. This was solicited 4 times and each time we responded with a polite we are not interested - take it back, the 4th response was not as kind - sorry Joe. Phones given to us and we are told to go home and transfer is easy says Joe. No explanation, just download from the cloud and you will be good to go. We take our phones with trust Joe is right and find out that it is not easy at all. It turns out we have to reset the phone before we download from the cloud. Our son in Oregon helps us perform this and the phone now has our old info on it. Thanks to my son and I wish I could direct the commission to him. Monday morning I contact ATT to check on upgrade fees and trade-in of the IPhone 6. My ATT rep told me that she is removing the upgrade fees and that yes they would credit us $200 for the IPhone 6. She also made sure I was not being charged anything else and that before I hung up I had this best cost moving forward. She spent 20 minutes and treated me like a valued customer. In fact she restored my confidence in ATT - something the store had me question. I give ATT at the Crossroads 2 stars for not going the extra mile, trying to upsell me and not taking the time to make sure we knew how to operate our new very expensive purchases. Moving forward I am staying out of the retail store and working with ATT online. They seem to care about their loyal customers more than the store. read more

Questionable customer service. I took my wife here to upgrade her phone. The sale rep was nice at first and tried to convince us to add additional lines on our plan. He had mentioned adding additional lines would take $5 dollars off our monthly payments. So we asked questions for clarification, and he wasn't transparent about the details of opts or ad-ins. When we declined, things got a bit sour. He became pushy with a condescending attitude toward us. It was a USELESS trip as we ended up ordering a new phone ourselves online. This lack of transparency and shift in attitude made my wife feel very uncomfortable. This left such a bad taste for us. Please think twice before you come in here or choosing AT&T and if you do, be prepared to dig into the fine print to ensure everything squares up. read more

I went in to upgrade my sons phone for graduation. It was Friday 5/19 I was told by the sales representative that I would get 800 trade in credit on the bill in a period of months. I agreed. and paid sales tax etc etc. He started transferring the data and said it would take a while so just take it home and return the trade in within 7 days ?The Representative told me that I could come back to their store to return it. Well it is now Tuesday 5/24 days) later and now I only get 300 trade in. I was like why. He says that the promotion has changed. I told him I finish my transaction on the 19th so why would I not get the amount promised to me. He tells me. I'm sorry this was my mistake. I should have looked at the details closer. I appreciate the apology, but why should I get penalized for his mistake. I was like can I talk to a manager this is not fair. I would have turned in the phone Friday. He tells me that there is nothing she can do. Dealing with representative on the phone and in person for three hours and got nothing resolved and I was patient and even though I was extremely frustrated, I never raised my voice. They gave me two options. 1. Bring the new phone back since your old phone is practically looks brand new. I said this is a gift. How am I supposed to take it back. 2. You can accept our current promotions. Wow. The representative admitted to making the mistake This is why I moved to another service. Seems like meeting their quota is what counts! Boo read more

Warning: do not go here unless you want to be gas-lighted and bamboozled. I didn't know which way was up until I walked out 90 minutes later with nothing because I refused to be automatically opted-in to add-ons I didn't sign up for. I got the big push for every accessory under the sun, plus an Apple Watch and was told the "store manager" wouldn't let me buy a phone without also purchasing a extra $5 a month upgrade in 15 months plan. There was so much bait and switch happening while the seemingly nice sales rep took me for a ride and then quickly kicked me to the curb when the sale ran cold. Gross. read more

I've been waiting 21 minutes for a store representative to answer. at one point someone picked up the line, didn't announce themselves but continued their conversation with a customer. I said I was on the line and would wait. The Rep never responded, when his conversation ended with the customer the line went dead. Back to waiting, 25 minutes now. read more

Usually, the extent of my cell phone shopping experience goes something like this: Husband: "What kind of phone do you want?" Me: "I don't care. One that works." Husband: "Well, do you want it to have web access? A good camera? Blue Tooth? Me: "I really don't care." As directed, he'd usually get me a pretty basic phone. One that he knew would fit my petite but very active lifestyle. This time it was very different. My current phone was nearly 3 years old. I resisted upgrading it because it was such good phone. When the poor thing started increasingly having more and more trouble getting it's texts up, I knew it was time to put it down. My husband was adamant that this time I would be getting a phone with certain things, blue tooth, expandable memory, etc. I figured that I had better go and actually pick one out this time. As I wandered through the store picking up phone after phone, I knew I wouldn't really know what I liked until I started using it. So we asked the salesman to give us a recommendation. He reached into his pocket and pulled out a blackberry curve. It looked intimidating, complicated and bulky. Then he showed me why he loves his curve. I took a look at the Iphone and a few others but kept finding myself drawn back to the blackberry. I walked out of there with the sexy little red thing, John's business card (in case I need help with the curve), the rebate form he helped me fill out and a cherry sucker in my mouth. This morning, as I was walking my daughter up to her daycare, I received an e-mail on my blackberry from her teacher. It was letting me know that she had some papers ready for me to pick up and that there was an informational meeting that morning for the parent's volunteering to be art docents. A week ago, I would have received that e-mail too late. I get an e-mail every afternoon from her teacher, letting me know what her homework assignment is that evening. As soon as U-verse upgrades their dvr's ability to supply every television in the house with the same programming/stored shows - we'll be back to visit John again. read more

Needed new phone and was told that I would get $350 off the new phone by trading in the old. I EVEN SHOWED THEM THE PHONE I WAS TRADING IN. AT&T rep said keep your old phone, make certain everything transferred over and is satisfactory, then bring back the old phone for trade in. We'll I did, then they say "Oh but the screen is cracked, it's only valued at $10! What a bunch of scam artists. Avoid AT&T, but if you must deal with them get everything in writing. read more