Loved Marquis's customer service--he did an outstanding job. He was incredibly informative while keeping everything short and simple. A genuinely great guy who truly looks out for your best interests. Highly recommend! read more

If I could give zero stars, I would. Save yourself sanity, and go somewhere else. Video for reference: https://youtube.com/shorts/S66lcl4j2-M We spent three days trying to port our phone service back to Verizon due to better coverage. After multiple failed attempts, Verizon advised us to visit an AT&T corporate store with ID to obtain a new transfer PIN. That's how we ended up at this location. Unfortunately, our experience with the store manager, Daniel, was one of the worst customer service experiences I have ever had. From the beginning, he was rude, impatient, and dismissive. Instead of helping resolve the issue, he simply called customer service and repeated the same steps we had already tried ourselves. After nearly an hour, when a transfer PIN was finally generated, he abruptly said, "OK, done. You can go now," without explaining next steps. When I calmly asked what I should do next, whether I needed to go to Verizon or could finish the process online since I had my two young children waiting, he responded, "I don't know. I don't work for Verizon. Go figure it out." When I asked again for guidance, he became hostile and told me, "I don't f*ing know." This happened in front of several employees, and in front of my children. We were the only customers at the store at the time. I felt singled out and disrespected. I noticed he interacted politely with other customers, yet spoke to me and my family in a completely different tone. When I questioned why he was treating me this way, he laughed, cursed, and told me to leave the store. When I began recording the interaction for my own protection, he threatened to call the police, despite me standing there with my two small children. My kids were frightened and confused watching an adult behave this way toward their mother. No customer, especially a parent with children, should be treated with hostility or intimidation for simply asking questions. To make matters worse, he told me I was "not a customer anymore" because I was porting my phone service, even though I still maintain AT&T internet services. This experience was unacceptable and deeply unprofessional. Customer service should never involve disrespect, profanity, or threats toward customers. AT&T corporate leadership should be aware that behavior like this damages trust and reflects poorly on the brand. Customers deserve basic respect, clear communication, and professionalism. None of which we received here. I sincerely hope management addresses this situation so other families do not have a similar experience. read more

I rarely write reviews, but the experience I had at this AT&T store on Hopyard Road in Pleasanton was so poor that I feel it is important to share, both for other customers considering this location and for the store owner or district manager who may be reading this. I had a 10:00 AM appointment, and I arrived on time, expecting a reasonably quick visit given that the store had just opened. Instead, I watched as a single employee, Adrian, spent 45 minutes with the very first customer of the day. To be clear, this was not a complex transaction that justified that kind of time. It appeared to be a simple lack of urgency and an inability to move efficiently through a routine task. What made the situation worse was watching how Adrian handled everyone else who walked in during that time. Rather than acknowledging the line that was forming or checking in with anyone waiting, he asked several other customers who arrived after me what they needed, seemingly skipping over me entirely despite my having an actual scheduled appointment. Multiple people who walked in during this window became so frustrated waiting that they simply turned around and left without being helped at all. That alone should be a red flag for management. Those are lost customers and lost sales, not just inconvenienced ones. When I finally asked about the delay, Adrian told me that no other staff would be coming in until 12:00 PM. If that is genuinely store policy, then scheduling only one employee for opening hours on a day with confirmed morning appointments is a staffing failure that falls on management, not just on him. But if that was simply an excuse, it is even more concerning, because it suggests customers are being misled about wait times rather than given an honest estimate. In all my years dealing with retail and phone carrier stores, I have rarely encountered an employee who moved this slowly while showing this little awareness of basic customer service. There was no sense of pacing, no acknowledgment of the growing line, no apology for the wait, and no effort to prioritize the customer who had actually booked a time slot in advance. An appointment system only has value if it is honored. I understand that individual employees have bad days, but this felt less like an isolated incident and more like a structural problem with staffing levels and training at this location. I will not be returning to this store, and I would strongly encourage AT&T corporate or the store's ownership to look into staffing levels during opening hours, appointment handling procedures, and customer service training for the team at this location. I hope this feedback is taken seriously, because the customers who walked out today, and the time I lost this morning, represent a pattern that is worth fixing before it costs the store more business. read more

If I could give zero stars, I would. What happened to me and my husband at this AT&T store was shocking, unprofessional and completely unacceptable, especially because the behavior came from the store manager. We came in for a simple phone upgrade. During the process we realized that a previous AT&T location had given us completely wrong information about our plan, so we decided to return the phone immediately. The phone was unopened and not activated at all. The employee had already deactivated my working phone and needed the manager's access to restore it. The moment the manager (Daniel) came over everything changed. He did not listen to us and immediately blamed us for the mistake that came from another AT&T store. He said "You should have done your homework before coming here." He told me "Take a seat because you are begging for a refund." He told me "Sit down and relax." He repeatedly spoke to me in a belittling way and made me feel targeted and disrespected as a woman. We also noticed that he treated other customers who were not people of color politely and calmly, while he spoke to us with irritation and hostility. The difference in treatment was obvious and extremely upsetting. Then things became even worse. While he was assisting another customer, he loudly said "Let me deal with these assholes first" and then "I love dealing with such assholes." He said this publicly while we were standing a few feet away. It was humiliating and completely unprovoked. When he returned to us he continued raising his voice and speaking to us in a hostile tone. He said we should be glad he was giving us a refund and.At that point we were no longer asking for a refund at all and expecting my phone service to be restored.After everything he put us through we told him we did not want a refund anymore because of the amount of shame and humiliation we experienced in that store. Instead of de-escalating, he became even more aggressive and said "Do not act like a martyr." This was unnecessarily cruel and completely inappropriate, especially after we had already made it clear that we wanted to end the interaction peacefully. Throughout the entire experience my husband and I stayed calm and respectful. We never raised our voices or insulted anyone. We only wanted AT&T to correct the misinformation we were given by another store and to restore my phone. Instead we were met with harassment, verbal abuse, racial bias and gender-based disrespect. This was not normal bad service. This was discrimination, humiliation and retaliation. AT&T corporate needs to address this immediately. No customer should ever be treated this way, especially not by someone in a management position. read more

Visited the Dublin location at 7908 Dublin Blvd, to purchase two iPhone 17 pro max 1T. Was the only person in the store while the one sales rep informed me of a $350 credit trade in for each device. As he was looking the details for my trade ins, 3-4 additional customers walked in. I asked to purchase them and he said "he doesn't have them, that they need to be ordered." I said, "okay, let's order them." His response, "don't you want to think about it?" I looked at the line, and understood, perhaps he doesn't get commission when the product is ordered versus ready to deliver. So I told him, "I understand, you want to help the others in line after me." I walked out and left Charlie's card on the table close to the doors. I'll simply go to Costco now. Much better service. I recommend you hire additional reps so customers can actually be helped while in-store. read more

When you're going to get a new line or phone they are so respectful and help you all in store But unfortunately when you have any small problems they are not helping you at all saying go solve your problem online or call customer care , when you call customer care they are saying go to nearest store, one of the sales person at this I think he is the manager he is so rude and acting racist that is why I am going to cancel my all lines from AT&T . read more

This AT&T corporate office is absolutely the worst. My husband died two years ago. The only other person designated on the account was my granddaughter she's nowhere to be found. So they told me that in order to change the account into my name, even though I paid for it for two years I would have to clear Equifax of the three agencies because it was blocked. I did that. Next, they wanted the death certificate I did that and now they still tell me I can't put it into my name. It's unbelievable. The only way I can put it in my name and I have five accounts I'm paying for With two people, not even here. The only way is to buy another service like Wi-Fi. I told him there were nuts and awful and I'd make sure I could tell everyone I could tell. I cannot stand them. Their business practices are awful. If I could give them zero, that's what they would get for me Leah Alex. read more

Ive been struggling the past week trying to figure out an issue with my phone number and not recieving messages. I spent 4 hours at apple and 4 hours at another AT&T store, unfortunately left both stores with my issue unfixed. Absolutely no one could figure out what was wrong and I had worked with 6+ reps. However, I walked into the gates of heaven when I entered the AT&T in pleasanton and Marquis was standing there, ready to help. He was very patient with my issue and went above and beyond to get it solved. All the workers from both companies that I had spent 8+ hours with prior to coming here, all said they had never seen an issue like what was happening to my phone and could not figure it out. Marquis himself fixed it in just under 2 hours. 10/10 customer service. Give this man a raise read more

Had world class service by Marquis and had to do a shout out. He has helped me in the past and we're lucky to get him again to do a trade in and put lines together on the same account and he gave us all the ends and outs and explained everything we asked him. Very customer service oriented and an all around nice guy. Thank you for doing what you're doing and making the appointment so seem less. Thank you for helping us get the best price putting these lines together. read more

Total rip-off artists. They verbally described a trade-in program as $700 off a new iPhone. We asked five different ways to make sure there was no misunderstanding. They lied to our faces. Total trade in credit was $130 after a month. There was no misunderstanding or confusion on our part. We asked all the right clarifying questions. They flat-out lied to us. read more

I was traumatized. Loud music, interruptions, reps discussing what to have for lunch right in front of me. I was pressured to sign up with AARP for a discount and belittled for not doing it. I was spoken to rudely for wanting to leave. Daniel tried three phones, and none of them could be sold because, "the store PO hasn't been processed". I ended up having to get one mailed to me. As someone who hasn't bought a new phone in 10 years, I found this to be a nightmare and am appalled by the lack of customer appreciation and disrespect. I thought maybe I should have brought my husband with me, but judging by some of the other Yelp comments, I don't think it would've made a difference. Don't go here! read more

I had some technical issues and all stores should clone this guy. Best experience ever at a cell store. Michael C. AKA Rockstar. Give this guy a promotion. read more

I need the staff to "release" the enhanced security, so I can upgrade my phone at Apple store. According to the staff, it will take couple of minutes, but they made me wait for a long time, because there are customers in front of me buying phones and/or purchasing plan. I know they don't make any money from me, and I was not trying to cut line. The staff there just lack of flexibility. My need can easily done in couple of minutes. Good thing Apple store staff found another way to upgrade my new phone and get my phone connect with AT&T. VERY DISAPPOINTED. I waited for 30 minutes before I walked back to Apple store. Poor customer service. read more

A great experience as always. Kevin and his crew are top notch. Informative and helpful. Got a new and upgraded phone, better service and saved money on my monthly bill. Highly recommended. read more

The guys at this store have gone above and beyond to help us! I can't express enough how much I appreciate all their help. They changed my plan with new phones and I am somehow paying less. They were super helpful with transferring all my info from one phone to another. We signed up for internet and the internet appointments kept getting canceled. They went and fixed all of that. My password d online account has been locked out and they offered to fix it on their end. I just can't say enough about them. Thank you! read more

Worst customer service especially from the district manager name Daniel! My husband and I went to this store on 02/23/24 at around 4 pm. We asked one of the guys about their fiber internet and streaming device deal. We told them that the sales guy over the phone mentioned that he would mail us two streaming device for free. They said they never heard of such a deal. He wanted my ID l, but I told him I did not bring it with me. Daniel then said how are we supposed to help you without an ID. I said I have a pic of my ID on my phone. He wouldn't accept that and was rudely yelling at my husband. He told my husband let's go outside and we can take care of this violently! My husband told me let's just go home. Daniel rudely told us, "I hope a car runs you over on your way out!" Daniel calls himself a manager!!!! He wishes death on a customer. I would avoid this location at all cost. read more

These guys are fantastic each time I go in for an iPhone upgrade. Super helpful and great service.

I went in today to upgrade my phone and I met with Kevin who was nothing short of amazing. He provided great service and went above and beyond to get my new phone set up! Thanks Kevin for making this a favorable experience. read more

This is the only place I'll go. Ask for Michael, they won't steer you wrong. I had a cracked glass on my phone and Michael gave me the play to run and it worked perfect. read more

Oh man, where do I start? How about the deceptive bait and switch practices the reps at this AT&T location practices. They falsely promote deals that don't even exist or deals in which you don't meet the requirements for. They lie right to your face because they know you won't see the charges until your next Bill. When you come back to the store and confront the rep and the manager about the deceptive practice, they blame it on you and deny everything. Even when the rep openly admit his mistakes the manager still denies any wrongdoing. Seriously you will have a better chance calling AT&T or going to different store. Definitely don't come to this one, you will certainly get ripped off. read more

Kevin B is the man! Not only did he save me money going forward, but also gracefully upgraded my phone while calmly handling 4 other demanding customers! read more

Great workers!! Deals are really good and they have a lot of them. The workers are all very kind and helpful, great environment.

Came here on a Monday evening after my SIM card stopped working. I was helped by Jade who is super helpful and friendly. They were able to get me a SIM card at no charge. There were 3 employees working there and they were all awesome, especially Jade! read more

Worst experience EVER. Went to the San Ramon, CA; A T and T outlet 'service' Store, and was told 'there are three people ahead of you'. A Gentleman to my left, told me..."I have been here two hrs already, and they told me that a long time ago" WoW, I thought, this is not the way I want to spend my first day off in six days!! My cell phone, is not working, just to make phone calls, so I came in to see why. Well, if A T and T, cannot help me, after 20 years with the Company, and they are just trying to coerce me into purchasing a more expensive phone, I will go to T Mobile, and discontinue my business with this Company! read more

Kevin is a very successful consultant, I was amazed that he took care of 5 customers at the same time and he solved my very big problem, thank you very much to Kevin read more

This one star is for one specific person at this ATT location in Pleasanton. His name is Kevin. I am simply disgusted by the manner in which he spoke to me, my friend. and two other women who were visiting the store on Friday, December 11, 2020. The beginning of my visit, my experience with two of the other consultants, Patrick and Micheal, were spectacular. They were helpful, patient, and really engaging. Both my friend and I bought two brand new phones, screen protectors, and phone cases with their beneficial help. After our purchases they assisted in putting on the screen protectors and transferring data to our new phones. Unfortunately, after we had started the data transfer process, Kevin returned from his lunch break visibly agitated. He walked out of the back door of the business and started speaking so unprofessional. He came up to my friend and I a number of times and spoke to us in a very demeaning, rude, and disrespectful manner. He told us that if the data transfer wasn't over soon "we can't just stay in here forever". He asked her multiple times how much time was left in her phone but he obviously didn't trust what she was saying so he reached over her multiple times to see how much time was "actually" left on her transfer. He kept saying we had been in the store too long even though there was a women who was there longer than us, also doing a data transfer to her new phone. After the third time of him aggressively speaking to us, both my friend and I asked him to stop speaking to us. He continued and yelled at us in the store in front of multiple other costumers because we told him he was being rude and unprofessional. He would barely allow us to get a statement out before interrupting us. He told us if we didn't like how he spoke "We could just get out of the store". One women even spoke up on our behalf, saying he was rude to them that's why they asked Micheal to assist them instead. He then began yelling at her saying "Oh, so i'm rude? So, i'm unprofessional!". To which they replied yes. He then walked around the store stomping and carrying on in his anger. He made sure to mention that he had been in the business for 14 years but he obviously hasn't learned that the manner you speak to costumer is a poor reflection on the business and of yourself. Might I suggest, he receive training on both costumer satisfaction and customer appreciation. read more

You'd be better off coming to see me and letting me kick you square in the nuts, rather than going to this place. Worst customer service ever. Not just for me personally, but for what I seen them do to a young teen looking for help there as well. I didn't catch his name, but dude that greeted me should be ashamed of himself for his attitude and behavior. I get it. You don't like your job. Don't take it out on the rest of us, go get counseling instead. read more

This store is a joke. The associate, Patrick, helped me open a new line from t-mobile. He completed the process but never asked if my phone was unlocked. By that time, my number had already ported over. I pretty much had a dead phone leaving this AT&T store. And not to mention signed something on the iPad on my behalf? Had to ask what he was even attesting to. Thankfully t-mobile was able to give me a temp number for the night. Manager Kevin just told me this was a "coachable" moment and his only resolution was to have me buy a pre-paid phone. Your staff should know the correct info to gather before switching carriers. Never again. read more

Kevin serves up great customer service. I wish he was single too, he's very easy on the eyes. He is patient and listens very well.

Mustafah a boss. Showed a lot of patience with me and did all he could possible to get things working. One of the best at@t workers I've ever dealt with. Someone chill and laid back bt gives feedback. Very upright composed in his surrounding type individual. His partner Paul was cool he didn't work with me bt he happened to be in the same environment. He was non invasive into business his partner and I were discussing and displayed himself as a good listener and friendly. Being able to find humor in an environment where it can be hard to find it was quite refreshing. read more

Horrible customer service. Came from the San Ramon store hoping to get better service. But recieved the same.

Sad excuse for customer service and satisfaction. Unfortunately this is my closest store. And the last two times I have been there they have royally effed up my account, and even the account mangers at AT&T cannot resolve it.! This time they screwed up a number transfer, typing in one number wrong caused a 3 week delay to get my phone working, and no care was given from them when I went into store to resolve. The order had to be canceled and stated again all because they can't read and type. The first time they messed up an upgrade, upgrading the wrong line with the wrong phone. I could scoop dog poop and get a better answer than talking it trough with the store "specialist" read more

Buyer beware. I went In to switch from VZW to ATT and they signed me up for a business account and added an additional line. I suspect the store makes more money on business accounts. I've since cancelled and moved back to VZW. I've been fighting them for a month to get my money back which has take me numerous calls in. read more

Leonard helped me out quick with no issues. In and out in less than 5 minutes.

Pathetic customer service. Do not trust the store manager Kevin. You will end up spending most of your time talking to customer service and spending more money that what you are paying with your current provider. After selling the plan and luring you with fake deals, they will not be willing to help anymore and advice you to spend hours on phone with customer service. read more

I went to this store today and I had the worst customer service from Mo and his manager Hein. I was looking to upgrade my phone and looking for a sales person that will help me and Mo approach us. My wife told him that we are looking to upgrade my phone. He ask me what I am looking for and I told him an iPhone. He then proceeded that they don't have any in stock and check in tomorrow. I told him that I have time today and if I have to order I will. He then told me to call tomorrow. I reiterated that I would like to do everything today. Then I ask what is the difference between different iPhone and as a professional salesperson his best response is "size". I said that's it just size. That's when I called him up on his product knowledge and he said I was just joking around. I told him that I came here to do business not to joke around with him. He then walked out and Jalil took over and it's a night and day difference between the two salesperson. He then went back to a desk and continues to talk back from where he was and interfering with me and the other salesperson. I took out my phone and pretended to record him just to shut him up. He then walked to the back room to get his manager Hein this guys is a classic manager clueless at best. He tried to listen to me but you can already know he already made up his mind. I told him my side of the story and his response is there is 2 side to the story. So I told him what are you going to do about it and his response is I was at lunch and I took the time to come out to talk to me. This is 6pm and I believe they close at 7. Go figure. I guess he is very important to be bothered. He then ask me to leave his store because apparently I hurt his feelings by bothering him from his lunch break. No wonder this store has 2 star over review because the problem starts from the top. Don't go to this store they have the worst customer service and the management condone the bad behavior of their team. I am now considering of taking my business to a different company because of this type of customer service. read more

My daughter went to this store to get a SIM card (per my conversation with AT&T customer service). Granted she looks young and apparently did not get the greatest service from Kevin, but when I called to complain, Kevin and the store manager (Mike?) were very apologetic and accommodating. I'm giving them 4 stars because I think they handled an awkward customer service situation well--not every business would have done so. My only confusion is why on Yelp they're called an "AT&T Authorized Retailer" when they are apparently not anymore. read more

It's 9:15am, Store hours indicates it opens at 9am and yet no one is here. If the hours have changed, it needs to be indicated on yelp and on the phone line. Even your outgoing message says the store is open at 9am. read more

Great customer service and nice staff. They had a nice little bbq for customers, very personable

We've visited this store many times over the years and it has seldom been a good experience. Kevin, the Manager, is always "too busy" to help, even when we are returning because he didn't do something right the first time. Customer service is the main area where this store can improve. Greet customers entering the store and give them an idea of how long it will take to get served. Try to expedite the process with current customers so others don't have to wait so long. Learn to do the paperwork correctly the first time and amend for the errors you make. Costco sells phones in a fraction of the time and knows their stuff, you could really learn from them. read more