I rarely provide poor reviews but my experience was so bad that I needed to share this so other customers can make informed choices. I stopped by this AT&T store to return a phone. I was acknowledged when I walked in, but no one asked what I needed or gave any sense of the wait time, even though all associates were busy with other customers. I waited 1 hour and then was told I couldn't return the phone if it was not factory reset and couldn't be reset without my daughter's face unlocking the phone. I also witnessed a poor girl be mistaken for a customer ("in queue before me") where she politely waited longer than I did... turns out she was a candidate waiting an hour+ to be interviewed for a position as an AT&T associate! I don't mind waiting, but a quick check-in -- asking what I'm here for and giving an estimated wait -- would make the experience feel much more organized. The team seemed hardworking, but adding a simple triage process would help customers feel seen and set clear expectations. read more

Bunch of thieves, they mislead you with quote and ending up increasing you're bill each month , manager rude and employees keep blaming the people that gave you the quote , and ask you to file a complaint that won't go anywhere and they will keep charging you more money , avoid the hassle. read more

AVOID this store. Yesterday we went to this store to upgrade my iPhone. After being told our bill would not change, and asking the sales associate to show us a side by side comparison, we learned this morning that our monthly bill did indeed increase. After going to the store to resolve the billing issue they told us there was nothing they could do. We went home and called HQ directly and were able to revert our payment terms back to - again, something we tried to do in store. We are now standing in the store returning the phone so we can leave AT&T permanently. In less than 24 hours they have thrown away the case from my old phone and will charge me a $55 restocking fee due to an error on their part. When I asked for a replacement case I was told it wasn't possible as they don't stock them and there was no mention of an alternative - like wave the restocking fee. The manager that was "helping" us left us to transfer the data from my new phone back to my old phone and went in back to "take meetings". Haven't seen her since. read more

SCAMMERS! Don't get fooled like I did. Bad quote by the salesman. Then when questioned on the discrepancy, management wouldn't do the right thing. Save your time/money/energy and go elsewhere read more

I prefer this AT&T location out of all the locations in the Bellevue/Redmond area. It is one of the largest stores, and has the most knowledgeable, kind, and respectful staff. We had a lot of questions, and they always make sure you understand your bill and any fees and charges. Upgrading my phones here has also been very easy, tho they do have less of a selection of iPhones than say the Apple Store. To me that doesn't matter because it's the customer service that's most important. read more

Leynard at the Redmond Town Center AT&T is awesome! Super helpful and efficient. Recommend him to help you out for an upgrade or learning about all your options. read more

Super helpful and friendly staff. Three different folks helped me when I came in on different occasions and each was friendly and great!!

Another crappy experience. We have 7 people on a plan thru AT&T, and have been shackled to them for decade+. No way out, as we all know. But this not a rant on the whole mobile service industry (which is organized crime), but on the complete lack of customer service at a place where they don't have to work for the business. It floods to them from the Microsoft, Amazon and Google employees living all around, and money just flows. So being rude or useless is ok. The store had a sign for a deal that expired weeks ago. I asked them if they can honor it. I was told an unempathetic "sorry" as I was talked down to by the manager who actually clearly could not care less about a family that spends thousand$$$ with them yearly. In fact we just bought a new iPhone as I discovered the sign and was about to buy a 2nd phone. To be clear mistakes happen - but show some empathy, remorse or desire to mitigate. Own YOUR mistake and false advertisement. "Sorry, dude" is basically what I got... utter lack of sincerity. Go into another business that is NOT customer facing please. THEIR loss of my money. I'm going to buy an unlocked phone somewhere else, to make sure this store does not get the hardware sale. PLUS: -Our sales guy was nice enough, but my son knew more about the pricing and options and, with his mask off of his nose the whole time, the lack of any energy or actual sales drive was clear. Easy sale for him. Again no effort needed. -The gal with the dreds was great - jumped in on a few questions with more than a "yes" "no" answer and showed actual energy. She is the reason for the only star I could squeeze out. #customerserviceisdead #learnfromAmazon #littleEffortPlease read more

AT&T Store - Deal ended WEEKS ago - Mobile Phones Near Me - Redmond, Washington

Professional and knowledgeable staff. They were able to switch my phone to eSIM without a hitch. (The Overlake AT&T store was not able to do that and made-up excuses.) read more

The jury is out. When in for help with new phone. The guy who approached me lost total interest once he determined I was not buying anything else. Got the job done but didn't make me feel valued. Did bare minimum. read more

Great customer service and experience with this store. Tom the manager addressed a very bad experience from the Issaquah store with professionalism. Marissa the sales rep was amazing and answered all my questions on my new purchase and connectivity to First Net. Thanks a ton to Tom and Marissa! read more

I was in there not too long ago to switch to my own plan. The lady who helped me was not the most helpful. I asked if changing my number would cost any money and she told me "no it's completely free". Well.. I checked my bill the other day and they're charging me an extra $36 FOR IT. that is insane. I have called probably 20 times over the past week because I haven't been able to physically go in and they never answer their phone. It's ridiculous. How can you run a business and maintain customers if you can't even answer the phone. I'm honestly about to switch to Verizon for the cheaper service and better customer service. read more

We just had the most pleasant and efficient experience upgrading our iPhone at this location. Kenley was amazing and will clearly go far in life. read more

I stopped in to update my 1-phone (7) and worked with Jay and Jas during this process. I very much appreciated the time that Jay spent to learn my concerns and then to identify the right phone to meet my personal and professional needs. It did not feel like a transactional meeting occurred (that is, making another sale); it felt like Jay cared about understanding my needs and discerning how to best meet them. I would definitely go to this AT&T location again and highly recommend Jay and his direct supervisor, Jas as individuals who are personable and fully engaged in ensuring a meaningful customer experience. Sharon L. read more

Leah took such great care of us. Made sure my son got the phone he wanted for Christmas. We could really tell she cares.

This is the easiest transition we've had with a new iPhone! Grant was awesome! I had music/voice recordings in a special app, and all were available after Grant made sure I backed them to the iCloud. My text, email and phone history all rolled over without an issue! We gave my old iPhone to my mother, who was on a android device just for her phone, text and a small amount of photos, and all her info transferred without issue. We were in and out of the store in a painless hour and I'm so happy I can continue virtually uninterrupted by my new technology! For someone who calendars, takes notes, keeps all life activities and socializes all on her phone, I'm very happy!!! Thanks Grant! read more

This AT&T store is located in Redmond Town Center. I like that this store is quite large, and their inventory is pretty vast. They had some phones that the AT&T store in Bellevue Square didn't have. It's still an AT&T store though, and usually the experiences here are so-so. read more

I have been with AT&T since switching from Sprint. They are the best service in Seattle period, everyone knows that, but dang, you haven't met their customer service reps. The first time I went into an AT&T store the guy was so honest. He told me straight up that I would be better off with a cheaper service and phone, and he didn't try to upsell me, he just told me the services and things that would benefit me Now I have had an experience today where I went in looking for headphones. Everything was outside of my budget, but he happened to have a pair of headphones lying around and he just gave them to me, and led me out shaking my hand. This does not happen in real life, does it? I have never had such an experience of genuine human decency, such a friendly gesture for nothing on my part. He didn't even know I was a customer of theirs already, he just did that. His name is Jeff and people like Jeff deserve commendations. I don't know how to repay this but I figured I could at least tell the public he's the guy to go to, as he's not trying to nickel and dime anyone. Thanks for reading!! read more

Terrible customer service. Most employees were kind but the managers were AWFUL. We had to go in twice for a mistake AT&T made and both times the managers were incredibly rude to us and completely unhelpful. Definitely the worst AT&T store I've ever been to. read more

Always inspect the packaging of the product you buy here. If it is not a factory sealed box but instead comes with an easily removed wrapper, insist on getting a discount. Picked up an online order of a brand new iPhone 7 plus at this location and received what appears to be grey market merchandise with cosmetic defect instead. Store refuses to exchange, directed me to the Apple store where they confirmed that the packaging of my phone is not the manufacturer's packaging. read more

Worst experience twice in a row now! First time I came in, I waited 45 mins and no one even greeted me . When I finally interrupted one of these "busy" workers and asked when someone was going to help me , they said "oh has anyone signed you in yet ?" You have to be kidding me .....of course not! Been just standing by the entrance waiting to get helped! So they checked me in and said the wait is about 45 mins to 90 mins....gotta be kidding me... They said next that next time if I'm in a "hurry " to make an appointment online . So second time I came in I made an appointment for 5pm online first . Again I walked in , and just like last time , no one for 15 minutes even approaches you . Until one of the reps made eye contact with me , finally came up and asked if have been signed in yet . I explained I had an appointment for 5pm. She verified and Said I was next . Well 40 mins later I'm still waiting for my damn "5pm" appointment . Finally talked to the manager who was on the floor And he said they had 2 guys in the back who were on lunch break and should be out any minute to . 10 mins after that , one of the "on lunch break " employees comes up to us only to ask if we have been signed in yet ... and once I say I'm here for my 5pm appointment , he just nods and walks to the next person to ask if they have been signed in yet ??!? It's been a damn hour since my 5pm appointment and still no one is working with us . Finally the second rep on "lunch break " walks out to help . Seriously , if you go here , be prepared to wait a long long long time ! Oh and there were 6 people on the walk in wait list who were there even when i walked in for my appointment . Who knows how long they will be waiting !? This place has horrible customer service skills , are not aware of new customers coming in and don't know how to rotate a damn lunch schedule . There will be no third time coming here . Rather drive to the next city over than waste an hour . Appointments don't mean anything here either . No wonder they have so many 1 star reviews . Worse AT&T store! read more

I have came to this location 3 times and on all 3 occasions I have had terrible customer service. Currently my phone's microphone and speaker are not working. I stopped in and explained that everything had been working fine the previous day and that today I was unable to get my phone to work properly. This is where the frustration begins, without attempting to look at the phone, run diagnostic or even attempt to get the phone working the employee began asking about when I purchased the phone and if I had insurance. I came in today looking for assistance on an issue with one of AT&T products and instead of listening to their customer and attempting to learn what my problem was they immediately began to try and sell me something. Please save yourself some time, this location often has 6+ employees working all of whom are not their to help you, they are there to sell you things. read more

Horrible customer service. Everyone I've talked to at this store has been extremely rude and unhelpful. I love AT&T as a cell service provider but this store is the worst. Every time customer service tells me to come in to get something taken care of the managers say there's nothing they can do, and "online customer service doesn't know what they're talking about". I've heard this from three different managers now. It's taken a month to get a phone replacement while they've given me the runaround and now it's "too late" for them to replace it, even though it was their fault it took so long. And they talk down to me like I don't know anything the whole time. Never a single apology for their mistakes, they get defensive and agitated. Go to any other store. read more

Yet another useless AT&T dealership. Went to enquire about the trade in offer they gave for Samsung galaxy S8 and the guy kept insisting there is no such existing offer. He even pointed me to a sticker which told another offer on Note and next to it was a sticker mentioning about this offer, which he ignored. Finally I ask him to double check with a supervisor. He comes back with the offer( no apologies) and seems least interested to talk about the offer details or features in the phone. Finally I ask him to unlock my existing phone and he tells me to it online. Why the hell would you have a store if all you do is tell people to go online and help themselves. Utterly disappointed with the service quality of this store read more

I wish there were a negative star! I was really disappointed with them. I went there twice and my perception is that they lie to you about orders, and about technical details. First visit: I was looking for a phone for myself. The guy (I forgot his name) was explaining to me Nokia and HTC. At some point, he commented that Mega Pixels of cameras do not really make any difference, it is just a hoax. He was trying to sell me a device with very low mega pixels. Hello? Go read some technical details buddy. Second: I went to get a new phone for my wife. I specially told the sales guy (Steven) that I will be traveling outside of USA after a week and I need it before I leave. He told me that it will arrive before I leave and he placed the order. When I got back home and checked the online receipts, it is clearly mentioned that the order will be shipped after I leave the country. Be AWARE! They will place your order, but they will not help you AT ALL to cancel your order. They mention it is their policy. I believe their policy is "Tell a lie to the Customer as long as you can sell a device" read more

I share a phone contract with my brother who lives on the Eastside, so when we need to make a change or upgrade we go to this AT&T location. I've been here several times and I have never had a GOOD experience. At best, I've had a decent visit but at worst, it's been downright horrible. The products, the layout of the store and the general vibe of the store are fine. The problem is the customer service. My worst experience is with this store is when my brother went in to purchase a Blackberry a few years ago. He picked out the model he wanted, agreed to the conditions of the new agreement and authorized the customer service representative to deactivate his phone and initiate the new phone. For some reason that they were unable to explain, the rep turned off my phone and was "sorry" that he could not reactivate it. I was there when he confirmed not once, but twice, my brother's phone number attached to his phone. Somehow this rep typed in my number and permanently turned off its service. I left furious and went to my preferred location in Seattle to purchase a replacement. I don't hold grudges against a store (most of the time), so when I was in the area today, I decided to stop by this location and do some comparative price shopping. The store was empty of customers and not once during my 15 minute visit was I ever asked if I needed help or if I had any questions. I'm very happy and relieved that I have a healthy customer relationship with an AT&T store location in Downtown Seattle. read more

Had a surprisingly bad experience with Jeff this evening, whose idea of customer service was more to defend AT&T's (very illogical and counterintuitive) procedures than to help resolve me billing problem. He was confrontational and condescending, and apparently felt justified enough to accuse me of being belligerent. I don't care how much of a dick a customer is (I was frustrated by a previous hour I'd spent on AT&T's customer service line, but I was not being a dick to him), but you don't ever point the finger at the customer in that way. Putting aside the issue that started this all (apparently reps can't close down an old, unwanted phone line in the store. Customers have to call AT&T's customer service line themselves, a detail that wasn't explained to us when we upgraded our phones on our previous visit), Jeff had showed no intent in connecting me with anybody that could adjust my account and billing issues. He just instructed me to call their 611 customer service line and ask for "retention." His only answer for why he couldn't help me was that it prevented AT&T employees from being accused of fraud. I didn't follow what he was trying to explain, but rather than try to either frame it differently so I did understand or, more to the point, start me down the right road, he just said "if you can't understand it after I've explained it to you 4 or 5 times, I don't know what I can do." He then pointed to a younger gentleman off to the side and said "that's my manager. He'll tell you the same thing," as if that excused him from any further responsibility to the customer. And that "manager," who was on a computer and within earshot of the whole conversation, didn't even look up, let alone offer to help or try to diffuse the situation. It was obvious I was on my own here. I'd expect this kind of thing from a stereotypical cocky young kid that thinks he can't be bothered to help, but this guy was old enough to know better than to be so callous and obtuse. Totally disgusting and unprofessional behavior, ruining any faith I had in this store's staff. Next time, I"ll drive the extra distance to avoid this place. You should too. read more

Having worked at a cell phone company before, I'm no stranger to good/bad service, but yikes, young'n with the iPad in front, look up cause there are people standing in front of you waiting to be helped. I get people who don't like their job, but honestly, if you're only job is to greet people and hand them off to other representatives that are doing FAR more than you, you should probably try harder. Unforunately, never got the help we wanted, so I'll go again and see if my opinion changes. read more

Avoid at all costs. Horrible and deceiving customer service. (Except for the front-door guy, who was charismatic and friendly.) I wrote a long review detailing the experience, but decided I'll summarize in a few points. 1. They tried to up-sell a total of 5 times. Despite rejecting every one, they still signed me up for insurance. After complaining, they said "don't worry, just cancel it by calling our customer service number." What a joke. 2. I got a defective phone. Their most expensive phone in the store had a faulty screen: it had dark spots along the edges. After calling to make sure I could return it (they said, "of course! If it's faulty, we'll replace for free."), I showed up. It was only an hour since I walked out of their store. After two associates and two managers looked at the phone, they all claimed they "couldn't see anything". Three members of my family could see it immediately. They straight-up said, "I don't see anything different. Looks fine to me. I guess you have good vision or something." What?? This was blatant lying straight to my face. 3. They refused to replace the faulty phone, and wanted to charge me a "restocking fee" to get a replacement. They said, "take it to the Apple store." I feel like they just didn't want to hurt their daily sales number and punt their customer service issues to Apple. Guess what? Apple store said it was defective. Replaced it on-the-spot for free. And I still haven't been able to cancel the expensive, useless insurance. Again, avoid at all costs. read more

Beware these people will lie to your face in order to get you to sign up. Customer service was good until I got home to transfer my current number over and the at&t rep on the phone said it was not possible. If I had known this I would have never moved forward and bought a phone and signed a new 2 year contract. I had that number for like 5 years I did not want a new number and now I don't have a choice in it. The sales lady was so smooth saying it won't be a prob as long as the other phone number is still in service. On another note I love my new Samsung Windows phone. Super easy to navigate. read more

Needed help, looked up AT&T locations on my way from Redmond to Issaquah, Bam! this store came up. I was in need of a new SIM card and transfer for a lost phone. I realize that this is not a revenue generating customer call for the folks at AT&T who work on commission, but they couldn't have been more helpful. They made the whole process as easy and convenient as you could imagine. They even provided a few options regarding my current wireless plan. I honestly am not sure if I've got the most current/cost beneficial plan right now, but feel better that I have AT&T as my carrier. They've got a lot of support options that are important to me: online chat help, plenty of locations, decent coverage. Also, this summer, I had some family visiting in town from out of the country and was able to put their phone onto my plan very easily and with little cost. How can you do better than that. read more

The store is small, clean, and modern, and it's easy to see what's available on display. I like the customer service system of checking people in so they can browse while they wait, and the display that shows exactly how many people are ahead on the line. Another reviewed commented that they automatically add phone insurance to everything, and this was my experience as well. That said, it's six bucks, and when your teenager's new iPhone is stolen, you'll consider it money well spent. I distinctly remember declining the insurance when we bought the phone and it was offered, and yes, I was a little pissed that it was on my bill after that ... right up until I needed it. When the phone was stolen, the store staff could not have been more helpful, arranging for a new phone ASAP and explaining how everything worked. Easy-easy, and my daughter had a new phone within 48 hours. They also disabled the old phone immediately and made it worthless to the thieves. I'm not sure which made me happier, but since it was overall a good experience - four stars. read more

1. Never enough people especially on weekends. We sat on one of their cushions for 15 minutes, and no one greeted us. There were two salespeople working with their customers, and they completely ignored us. 2. Find another At&t store; this store doesn't care about you read more

Very poor customer service, very long waits, very frustrating coming here. After I waited 30 minutes, I decided to go to Best Buy instead. I will never come to this store again. Actually most AT&T stores are good, but this one sucks. The xfinity store up the street is 5 star first class service compared with this AT&T store. I have had several bad experiences here and will not be returning to this location ever again. read more

What I thought would be a painful errand has left me quite smitten The team at this store was so on point. Being greeted by a very enthusiastic gentleman right when I walked in. "oh hellllo superstar!" Awe yay! So friendly! He seems to know my life! Lol Anyhow, the wait was only a minute or so. Julia helped me with my microcell purchased and also gave me some saving advice. Very appreciated. This happened today. Great team. Keep it up! Thank you for making this Sunday a refreshing one. Kudos! read more

Every time I enter this store I'm always greeted and addressed. The reps have iPads so that they can pull up account info quickly which is nice. I have been to this store multiple times, but my best experience was with Jason S. I had an issue with one of my upgraded phones, he informed and educated me on the best solution possible. He gave my family and I his undivided attention. If you've experienced less than stellar customer service at this store, ask for Jason by name. He's very genuine and helpful! I'm in the customer service business myself, so I'm always grading my experiences anywhere I go. I definitely give Jason an A+! read more

I went to the store because AT&T had placed a fraud alert on my prepaid phone - which in it of itself is pretty stupid. When I entered I was greeted by some overly enthusiastic kid with bad body odor who decided that it would be appropriate to hug me. It's NEVER appropriate to hug a stranger, seriously, don't touch me. I was then quickly pawned off on another employee where I explained that I was told I had to bring my ID in to prove my identity. He seemed confused and wouldn't even look at my account. I explained that I was trying to purchase a new phone and I wasn't being allowed because I had to verify my identity. He refused to even look at my account and told me that they couldn't place the order for me. He completely misunderstood that I was just asking him to verify my identity and I was advised to just purchase my phone thru Amazon since they couldn't help. Worst. service. ever. read more

My wife & daughter had a horrendous experience @ the AT&T store in Redmond today. Awful & condescending treatment from the sales associate as they upgraded my daughters phone (forced to pay for an upgrade, despite having a qualifying upgrade on our account, and then they kept the phone). Strongly considering switching our 4 family lines to a new provider. ~25 years of being a loyal customer, all for naught. read more

This place should be absolutely ashamed and embarrassed of its existence. I have been completely lied to and taken advantage of. Now I'm told it will cost me $1,000 to get out of their grip. I haven't felt this upset and let down in a long time if ever. Just trapped with no resolution for their lies and mistreatment of a loyal customer. At&T as a company should be aware of the representation they have. If they are, then shame on them. I'm no one to them and me one day leaving them as a customer, As soon as I can afford to, will never mean anything to them because they clearly don't need my business. I don't know what else to say other than steer clear of them. They are awful people and careless of their customers. read more

Because of an issue of your new employee not processing my phone return properly I have to come back into the location? And after a call to corporate after the first "you need to return your phone or get charged" text they tell me it's resolved only to get another text a week later? Just click the button to say it's resolved or whatever! Such an inconvenience for something that has nothing to do with me. read more