EXCELLENT SERVICE -- A TRUE AT&T CORPORATE STORE What a difference! After an absolutely horrendous experience with the AT&T-branded store on Hopyard Road in Pleasanton, where Dan was rude and hung up on me twice simply for asking whether that location was a corporate AT&T store, I decided to go to the AT&T store at Stoneridge Mall instead. I'm extremely glad I did. Ryann at the Stoneridge Mall AT&T store was fantastic! Ryann was professional, patient, knowledgeable, and genuinely helpful. The experience was exactly what I would expect from AT&T, especially after being a loyal customer for more than 20 years. Most importantly, the Stoneridge location is a true AT&T corporate store, and the difference in customer service was night and day. There was no defensiveness, no attitude, and no hesitation in answering my questions. Ryann simply focused on helping me and making sure I was taken care of. After the way I was treated at the Hopyard location, I was seriously considering taking my business to Verizon. Ryann and the Stoneridge team helped restore my confidence in AT&T. If you're in the Pleasanton area and need AT&T service, I highly recommend going to the Stoneridge Mall location and asking for Ryann. Excellent customer service and a completely different experience from what I encountered at the Hopyard store. Thank you, Ryann, for treating a longtime AT&T customer the way a customer should be treated. Five stars! read more

I stumbled in here at 5:30pm to activate my new phone I got from the apple store in the mall and Anuj had me ready to roll in less than 20 min. thank you! read more

Sale Lady that work there under J makes you believe that you getting a free phone. Not true. We had a great conversation. Walk out with two new phones. End up a stressful event. Then the nightmare. Then panic mode. I went to another AT&T store ask what is the return policy and do you get a free phone. No free phone. Restocking fee where we didn't open the box the sales lady did. One phone fix some of the problem. Not all. I did report to BBB got it transfer to Texas. Now I get a call president office of AT&T. I end up fixing the problem myself. You can get a great conversation but you will end up with a nightmare. They do twist their words and the first offer you get doesn't exist. You get bush off add on that you never knew and a big fat bill the next month. If you look closely doesn't say free phone. Now we stuck with 36 month finance with new phone. This store sucker senior citizen into another plans. read more

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

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One of the best corporate stores out there! Nicole helped me, listened to my concerns and found solutions for me that no other stores could have figured out. Kavech was also friendly and helpful as they tag team to help me. If your coming here, ask for Kavech and Nicole. They are the only ones I trust with anything I need. Another guy tried helping me, he doesn't know what he was doing and I asked if there's anyone else that can help me but he started going on about how he used to be a manager and he has a lot of experience. But his concern was my internet, I already have internet. I have been with at&t for awhile now but he was talking about how my rate is $80 and he can make it $37 if we cancel and have it reinstall. I already told him someone came already to give me a new modem to update it. I had to walk out it was too much and I just needed my phone fixed. read more

If I could give this place a zero I would. The workers were arrogant and useless. We wanted to transfer my daughter's phone number from her Apple Watch to her new iPhone and they repeatedly told us that we couldn't do that and that we needed to get a new line. I even showed them the ChatGPT response on the process they would need to follow and they still said it was impossible. We walked out and went to the AT&T store on regional and they were able to do it in 10 minutes with no issues. These guys are super scammers and are only looking to make sales vs helping existing customers. read more

They (Kelvin) sold me the wrong phone so I have to pay a $55 restocking fee, and lose having a phone for a week! Total inconvenience. Also they cared only about getting me to switch my home internet to their services. And they kept calling me about it after I said no. Horrible service at this location !!! FYI. No point on having an AT&T appointment when they've taken too many walk ins. You'll still have to wait. I waited thirty minutes Also the assistant store manager Cameron claimed to be too busy to help me and I could see him playing video games on his phone the entire time he was "supervising " someone else The store manager Jesus cane in from lunch while I was waiting and I asked him to help me and he never came out to help. I was on the phone with AT&T on two phone calls earlier which lasted an hour and a half each, they left notes on the situation in Opus, because I didn't want to go back to the store. They couldn't resolve it so I had to go back to the store and the folks at the store claim they can't find the notes in Opus. AT&T is a total joke !! And what's worse is the management and the employees at this store. If you have a choice - try your luck at a different AT&T store - one that takes their work and customers seriously. read more

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

They do not honor appointment made. They are not polite and unprofessional. I do not recommend them to anyone

It's unfortunate because the staff are seemingly nice. I was advised incorrectly and now I'm paying more for my plan. Long story short, I ended up with an extra number on my family plan and I'm unable to move the installment plan to an open line. ATT in-person locations and ATT virtual service are not on the same page, constantly leaving each other notes. I've been dealing with them for over a month, and now I'm stuck for another 36months. I hate it here. read more

Staff at Stoneridge were professional and helpful especially Nicole. The rating is based on ongoing signal problems with no resolution by the company read more

Walked into the store to make some changes to our account. Was told the wait was about 1 hour and 45 minutes but they could help us out once it was our turn if we wanted to wait. We said Yes we will wait and gave our phone number to be called/texted when it was our turn. Informed the gentleman we would come back in 1 hour and 45 or wait for the call/text if sooner. We walked around the mall and ate some food to kill time. As it's getting closer to closing time for the mall we decide to walk by the store and ask how much longer since we never received a call or text and to our surprise there was no customers in the store, the rep inside was chilling and I informed him we've been waiting this whole time for a call/text. He apologized and continued to help us only to tell us he could not help us and we would have to come back tomorrow to make the changes! Very unprofessional. However, we have to return tomorrow since we have to make these changes asap and this is the closest corporate store to us, so I really hope the service/experience is better. read more

EVERYONE at this location is super slow, waited about 1-2 hours to be helped. Please DO NOT let NICHOLE help you she is VERY IGNORANT. I was so patient. Every question I would ask she would say no to and when she double checked it was the opposite. I am now stuck with 2 iPad's to pay for because of this ignorant person. read more

This location takes a very long time to serve you and has no sense of urgency or rush to get to their customers waiting. They don't tell you how long isn't going to take or have transparency about how many people are before you. The staff doesn't know what they're doing and when they do serve you it takes even longer. read more

February 7th 2024 7:14pm Picked up a new iPad for my business from the Apple Store and then walked over to this AT&T store. The energy in the store felt off as I walked in. You know how you walk into a room and feel tension like an argument just happen? Now I just assumed it was between the 3 employees there but I asked Sammy the representative assisting me with setting up my new iPad with a SIM card what time they got out of there and he shared that I actually had just made it in time and saw the time was 6:59pm. Their yelp page says they close at 8pm but anyway I was glad I was going to have my iPad set up for my business trip tomorrow early morning and I was going to be able to work on the plane ride and then another one of the representatives started to turn off the store lights while I was still inside and then apparently the "register was closed" by one of the other two employees and they began to bicker with each other and it turned out that Sammy was not going to be able to set me up with a SIM card. So now I get to take my laptop with me which is a lot bigger and super inconvenient but hay first world problems right. Not a knock on Sammy. He went to bat for me with what looked like his manager and his side kick. They didn't greet me or welcome me in (mind you I just came from an Apple Store experience) and it was my impression that they really didn't want to stay a minute longer. Life is too short to be doing something you are not passionate about doing. We all get to make our own choices but we as consumers also get to choose where we spend our money. I have been with AT&T since I got my first ever cell phone. Same phone line with them since day one but as of today I choose to spend my personal money and business money else where and see what the difference is as far as customer experience because AT&T lost my business today. I won't give a 1 Star because of Sammy. So all 2 stars are for that guy but AT&T your slipping in your Human resource department with these people you are selecting as managers. read more

Uh oh don't go here. This is the At and T store most conveniently located for me. The manager Cameron is really rude right from the start. He has a very unpleasant way of communicating. He negatively discusses customers who don't buy phones from there rudely and openly in front of other guests, and has no shame in being the perfect example of terrible customer service. The better choice would be the store in Hayward in the main part of the city that has associates that are more professional and offer better customer care: go there instead and avoid stoneridge mall AT&T. It's pretty miserable in there and their manager Cameron is also, unfortunately :( read more

Employee was friendly and as helpful as he could be. they did not have what I was looking for, but the employee did recommend a different company. Unfortunately, he was just making it up. because everyone in the business knows that no one has a 256 gigabyte Samsung s21. read more

Just an observation. I bought an iPhone accessory today. I was offered two products. I asked what's the costs? I was told $6 or $8 for them. When the transaction was processed, the item I chose was $45! Ruben advised me that he referred to replacement cost. I didn't ask about that. I asked how much do they cost? I would have said no if I knew the actual prices. As it is, I received a retiree discount. That said, just be careful when buying accessories here. The guys are nice enough. read more

DO NOT GO HERE! If you shop at this location or make changes, check your next bill! In November, I went in to add a cellular line and remove a tablet line. Shortly before I left the shop, the staff brought out two apple watches saying we (my husband and I) would get them free from the Black Friday promo. I stressed that we wouldn't have ANY charges on our bill over these watches. They assured me no. I'm now legally left with two Apple Watches I'm paying for equipment fees and plan fees for. I was GROSSLY misled by Rafael. The current manager Cameron couldn't care less when I explained the situation. OH! They never deleted the tablet line either. read more

Don't waste your time!!! The young guys working there only wants to sell you........especially pushing plans and phones. They are sales people, not much help in resolving your questions, technical or otherwise. If you need to resolve billing, or technical issues, better luck using the phone or online chat. read more

I had a very positive experience at the ATT store recently. After spending over an hour on the phone frustrated with ATT Help and the lack of knowledge I was getting, I made a visit to this store and was helped by the manager Kevin. He listened to the problems I was having with my change in phone subscriptions and the poor experience I was getting. Kevin was knowledgeable, professional and friendly in the way he helped me. I would recommend him highly and his manager should know how good of an ATT employee Kevin is. Kudos! read more

Clueless managers. Two guys were dealing with one customer, which was idiotic when others were waiting. A simple redemption of a birthday gift turned into a small disaster, all completely without their help (a very nice young black girl tried her best to help me -- she was great). Ugh... those dudes should be demoted and people like the one I dealt with -- friendly, seemed to give a crap, etc. -- should be promoted. read more

Worst AT&T ever. I understand they're commission based, but I swear they will NOT lift a finger to help you if you're NOT sale to them/purchasing something. I genuinely hate this place. If you need help with billing and your account info, they are NOT going to help you at all. Trust me, tried to give this place many chances, been here multiple times, today is the last day I give this place a chance, will never be back. Please do not waste your time coming here. read more

Meh....but I did accomplish what I needed to do here. Chantel was very helpful....so service was all 5 stars! The problem is I called AT&T ahead of time to discuss my options, and they failed to properly explain my service plan options....conveniently leaving out several salient details, and gave me an impossibly low *total* for my plan. Once we worked through all of this, I got what I was after....and we have a new plan as well as 2 new phones. I am getting sick of the rapid changes in cell phones....making them like computers off the past....out-moded too quickly. I hope this trend slows down. Beware of the lack of accurate information at the AT&T 800 number. I do love my new phone. Next time I will not bother calling, I will just go in. read more

I just need to RETURN something and you can't just walk in and do that. You have to put your name on the waiting list of people to be seen. I've been here for twenty minutes and I started at eleventh place and now I'm fifth. I've had better wait times at most doctors offices. And keep in mind I just need to return a piece of equipment. read more

AT&T Store - 11 people in line to be seen. - Mobile Phones Near Me - Pleasanton, California

Terrible terrible terrible. Did I say Terrible service yet? Skip this location and go to a different store - better, go to another provider! Complete disregard for wait times, expect to hang around for about 45 mins while customer service reps either huddle around a single customer, or simply walk by you and disappear into the back room. Terrible. read more

The guy at the front pretty much prevented sales. I feel that he didn't get the fact that some people want to come in to pay bills or just browse phones. He just said, "I'll get to you as soon as I can" as he was putting names in the system for actual customer service. A lot of people looked confused and left the store. Ok I give them a little credit as the person helping me was really really awesome. She totally helped me get through my cellphone plan reverting back to my old plan. Apple had changed it as I was activating my new iPhone 5 at the Apple store. Next time I do this, I'll make sure NOT to do it the last weekend right before Christmas. read more

I needed assistance with getting a new phone number including making the changes in my device, therefore I went to the AT&T store near the Wells Fargo and Chase Banks (located at the strip mall not the one located at the big Stoneridge Mall). I was acknowledged and greeted by 'Kevin' who was helping another customer. He told me he'd be with me once he had completed assisting the people he was with. My wait time was minimal and less than 10 minutes. He provided me a bank of numbers to choose from, for the 916 area code. Once I selected the number he made all the account and programming changes. He was very helpful, new his 'stuff' and provided me great customer service. My entire visit to the store was easily less than 30 minutes, probably 20 max. What I liked about this store was it was convenient, great customer service, not overly jam packed with customers, and great parking. Thank you Kevin! read more

5 star service hands down. Go see Prav and Jeff for sure!!! Everything was meticulously written down and explained to us. They did try to upsell us something, as any salesperson would, but they weren't too pushy with it. Excellent customer service, best AT&T store we've been to. read more

Absolutely wonderful customer service I was in and & out in a flash! I've been to many stores and this by far is the best!! My phone wasn't working and they were able to get it going in a very short time & I upgraded my charging cables. read more

We went to the store today. We got good service by Rafa. He let us know what's happening everything on our account. He also mentioned best deals that. I can choose for. Totally we are satisfied with his service. read more

If you needed an example of really bad customer service plus predatory sales practices, this is definitely the store for you. If you can get over the average 45 minutes waiting periods during weekend, you will be met with disgruntled employees at the store who will leave you with a bad taste in your mouth every time. A retail consultant sold me a deal that essentially was a lie. The deal was for a combo internet + TV + wireless deal. I should have known the deal was too good to be true. read more

Horrible service today found all new faces of EMPLOYEES and so as that one on duty manager ! All wear no name tag ! I was the only walked in and not so interested by that associate because he really had no interest to help me the information I need for my bill. They both said " oh you have to call the customer service direct!? Then why ATT pay this over head that customer monthly service charge could be less... Very disappointed customer ME has been with this same Mobil company since 1997... Guess I need to find a new and better company to go to soon! read more

You think it could get worse! Great another issue with this damn store. So here comes story time. My boyfriend and I decided to open a new line for the BOGO give away. Everything was good. We got our iPhone 11 pros. Yay right? Now here comes the fun part. My boyfriend and I wanted to switch to the iPhone 11 pro max. We went to the store and they said we couldn't due to some stupid 14 day policy? They told us that we could order it online and return it via ups. To be honest, I feel like they just kept coming up with excuses after excuses just so that way they didn't have to do anything. Oh and they also told us to call customer service. Really? What is the point of having a store here? We did and even the customer service reps were just as bad. All the other locations too are all stuck up. They think they're all that, especially the so-called what he referenced himself as "barely a manager." After all this bullshit (excuse me) within 3 days, we were done. We called beforehand to see what we should do to cancel our service. He says we should go to the store and we did. The so-called manager said they couldn't do it and that we had to call the service reps again. That really was the worst part because 1) he didn't say sorry or seemed apologetic 2) his attitude was terrible 3) he thinks high of himself just because he's the "manager" 4) didn't even ask us about why we wanted to cancel 5) said he had the final say about everything 6) can't handle customers just like the others Your manager Diego is wack. Didn't even let us get a waive with the restocking fee. Told us to come back on Thursday. He literally ignored us the whole time. That's definitely not how you want to treat your customers. The funniest part is that when we were returning the phones, the other employees were talking behind his back. They were ALL complaining about him in front of his face. Yeah they even had a term, apparently it's called "Diegoed" and that he's the reason why they're getting bad reviews. Yup, are you guys listening? CHANGE YOUR MANAGER! Honestly, the only light out of this and the reason behind me giving it the other two stars is because of Omar. He is an angel there, always greeting us with a smile and making us laugh. He is the only reason out of the store that makes us come back. Even when we told him we were leaving, he constantly texted us with apologies and checked up on us. He's always texting us to make sure we were okay. Every time we go to the store, he's always making us laugh. I've never felt this comfortable with someone. THIS GUY NEEDS A RAISE OR BE PROMOTED! He is the only reason why this store is getting a decent review. So, in short, don't come here. PLEASE HIRE ANOTHER PERSON AS A MANAGER! THERE IS SOMETHING WRONG WITH THIS GUY! EMOTIONLESS COLD HEARTED MONSTER! I actually like the other girl who works there (another manager?). She seemed a lot more appreciative and actually had emotions. Please consider who you guys hire as your staff. Please don't go with at&t either (you've been warned). read more

I came in today with my 2 girls who recently purchased a smartphone at the Livermore office. Walking in this store, I wasn't sure if they would be able to help us. We were greeted warmly knowing we weren't going to buy anything. With good listening skills and very attentive to our needs, within minutes, they were able to figure out what was wrong with my daughter's phone. You saved us a trip to Livermore. This is why we keep continuing to have At&t as our cell phone provider......... because of service like you have shown us today. Thank you Pam & Ashley! read more

AT&T has provides for the the worst customer service I have ever experienced. they provide worse coverage I ever had for the expense you paid. more over the worst scenario is the warranty that they force the poor customer to buy, when I tried to use their warranty they send me a used cellphone for $100, I rejected their offer and then I return it right after I received. the warranty manager promised that I get my money back by credit but they cheat and I received nothing and now I sent the used mobile that they have sent and i'm keep going buy my own paid off cellphone . Don't by service of them and I'm going to change my career to different brand and as my side i never going back with AT&T and ask all of my friends and family don't buy AT&T service . read more

Went here to do a tune up of my plan. Very helpful and patient.

I was told by Raheem I would receive $800 for trading in my phone when I upgraded to a new phone. When I brought my phone in the guy told me I wouldn't receive the $800 credit and that the Raheem was fired. This was 5 days after I purchased the new phone. The clown and store manager finally agreed I would get the $800 credit because it was a Samsung Galaxy 21. It's been 2 months now and my monthly payment is still showing I never received the $800 towards my monthly payment. ATT needs to hire people who want to work. I've been to this store during business hours and it's closed. They also show up late to open. Now I see why so many complaints on Yelp. Att needs to replace the employees with people who have a clue to what they are doing. read more

We had great experience with Mohammad Akbari!! He was very professional and knowledgeable. Helped me with all of my questions and walked away with a new plan. Got a great deal!!! read more

About a year ago, I went to get a new phone. Be very careful at this particular AT&T store, otherwise you may be signed up for expensive insurance for your phone ($20 a month) and the most expensive data plan. I went into another AT&T store to inquire why my bill has been so expensive this past year. I'm glad the person who I spoke with was honest, unlike these crooks at the Pleasanton store. read more

Nothing seems to be the same as the sales rep told us whenever we do business with the store. We have been dealing with this store for the iPhones ever seen the store opened way back when and every time there seems to be a little problem with what we've been told and what actually transpired feel like we have been dealing with a whole bunch of unreliable and lying sales person in the store read more

Very Bad customer service all manager so rude to Thera I don't recommend any body to going this location