This is not a corporate store. The young lady working there--who was also not well groomed--told me she could not help and that it did not matter that I am paying for a phone with no service and cannot access my phone without Wi-Fi. Her explanation was, "I don't work for AT&T, I work for Prime Communications." She went on to say that the fact my phone does not work is "my problem, not hers," and that there was no one who could help me. She refused to provide her name, but gave me the district manager's name, Mr. M (I do not want to publicly criticize him since I have not spoken with him). However, she would not provide his phone number and claimed he could not be reached. I explained that without my cell phone I cannot access my apartment complex, complete two-factor authentication for work, or handle other important tasks. She simply shrugged and said "oh well." When I mentioned possibly seeking legal counsel, she responded, "Go ahead, I would love to see AT&T sued," again followed by, "I don't work for them." Keep in mind, this was my second trip to this store location, totaling about an hour in-store, in addition to 2.5 hours on the phone trying to prove my identity because "the data doesn't match," even though I was physically present in the store with my ID and they could clearly access my account with the same information. The AI chat assistant "Andi" and AT&T chat support have also been completely useless. I spent more than 30 minutes on hold only to repeatedly hear, "Work with me, it will only take five minutes to resolve your issue." After three weeks, no one--from the store or the national support office--has been able to activate my transferred line. Neither the store nor customer service can verify my identity without sending a text message to the very phone that has no service. Apparently, physical presence and a valid ID do not matter. To make matters worse, I received emails and AI chat confirmations indicating that an iPhone had been ordered, but the store claims they cannot even see the order in their system. When I originally signed up for AT&T service over the phone, I already had reservations and a bad feeling about proceeding. During the call, I could hear employees chatting, cursing, and discussing personal relationship drama in the background--it sounded more like a soap opera than a professional business call. However, the direct phone number was provided by my apartment complex, since AT&T is the only provider wired for the building. To AT&T's credit, the internet service works. At this point, unless a true corporate store can resolve this issue quickly, I plan to cancel the wireless service and move to another carrier, even if it costs more. A discount is meaningless when the service and customer support have been this poor. As for cancellation, I am not even sure how I am supposed to cancel a service when no one can properly verify my identity. I am seriously considering stopping payment if this situation is not resolved immediately. read more

DON'T COME TO THIS STORE. The advisors have made mistakes more than 3 times in the processes and end up losing almost $1000 if not more!!! They don't solve problems and in customer service they only tell you "you can't do anything anymore, in the store they processed like this" and they steal from you, end. read more

I walked into the store, ready to drop some serious cash on a new iPhone--excited, hopeful, maybe even a little giddy. Instead, I was greeted with... absolutely nothing. Silence. The employee sat at her table, seemingly solving the mysteries of the universe (or just scrolling social media). Eventually, she turned around with the enthusiasm of a bored houseplant and mumbled, "Do you need help?" Oh no, I just came in to have a picnic on your showroom floor. But I played along and told her I wanted the most expensive iPhone with all the data. Her response? A deeply uninspired "Oh, we have to order that." No effort to assist, no discussion about plans--just pure, unfiltered apathy. At that point, I figured I could do her job better myself and went home to order it online. Honestly, her employer is losing so much money paying someone who acts like helping customers is an optional side quest. The lack of energy, interest, or basic human decency was astounding. I wouldn't recommend this store if it were the last place on Earth selling phones. Never again. read more

I have never had problems with AT&T but this store lost my phone trade in and has given horrible service.

Absolute waste of time. If you're looking to get WiFi connection for your home, go somewhere else. I walked in on a Thursday to get WiFi, and they ordered a router to arrive at the house on Saturday, and to get a technician to connect the broadband. FedEx delivered the router Saturday morning, but no connection yet. Carmen from AT&T called to say they were working on getting a technician to connect the broadband, and she said she'd call be within the hour to follow up. A few hours later, no call back. I tried to connect using the virtual support to get connected. On Sunday I called the 800 number to speak with Le, and he said he'd get the technician to get the broadband connected, but since it was a Sunday, there's no guarantee. Oh, by the way Le tried to sell me a phone to me. I asked to speak to his supervisor to see about the connection, and spoke with Tony, and told him that I spoke with Carmen yesterday, but there was no call back. I added that I called the 800 number to get WiFi connected, and didn't appreciate that Le tried to sell me a phone. Tony said he'd look into the WiFi connection, and I asked for a follow up call from him. Yes, he said he'd follow up with a call. Next day, after 26 hours, Tony did not call. I called the 800 number to speak with Hirsch, but he could not provide any support. I asked to be transferred to his supervisor, and spoke with Sunny. He was connecting with Central Office AT&T, but since it was a holiday could not guarantee a technician to get my broadband. I asked him for a call back within the few days for an update. That was 5 days ago, and still no call back from AT&T. I will cancel my AT&T WiFi and return the router, and will get WiFi from another company. This was a complete waste of my time. read more

They are not educated well in the products they sell. They sold me a product saying it had what I was looking for, it did not when I went to return the product the very next day I was charged a hefty restocking fee. Next time I will go to a different retailer to buy something but just wanted to say very disappointed with the way they handled the sale and the return. read more

lady in the office saw me and my wife and baby come in the office, then let some other guy go in front of us when we came in there long before him. read more

Very bad service, and bad attitude. Been there twice, both times the same unhelpful guy. His attitude is, "I dunno", then just ignores you until you go away. The first issue, after this guy was of no help, a friend figured it out in a few seconds. Second issue, I went out to the parking lot and figured it out in a couple of minutes. read more

excellent service great staff, solved all difficult problems I left happy! nick, the manager, is amazing! read more

amazing team. really helped me when I made a mistake switching from iPhone to android. kind, helpful and personable! thank you guys so much!! shoutout to Bryan, nick and Nate! read more

Miguel was extremely helpful and thoughtful. We were in and out with new phones without a hassle. I would highly recommend working with Miguel read more

The employee nick was extremely rude, not going to this at&t again. Noticed he was being passive aggressive to everyone inside

I just love the people who work at this little store. They're very knowledgeable and helpful. They've bailed me out many times. They're always so pleasant. read more

My most-recent 2-year contract with AT&T ended this past April, and at that time I became eligible for an upgrade from my iPhone 6s. Because my previous phone upgrades had always been slightly headache-inducing (I've been with AT&T, same cell # since 1998 and have been an iPhone customer since the first (3G?) launch) and to be honest I'd rather have a simultaneous root canal & colonoscopy than spend two hours in the goddamned mall at a freaking Apple Store surrounded by a bunch of hyper-lattéd chipper hipster Gen-Zers, I FREAKING PROCRASTINATED getting a new phone for eight months. Sad! I decided to clear my schedule, bite the bullet and go to the closest AT&T store - this one - on McCarren next to Popeye's. The process was so easy and smooth that I'd be really kicking myself for waiting so long to do it if it wasn't for the fact that my foot-dragging resulted in good timing to get the new iPhone Xs. Ian was the AT&T store associate who helped me through this process and he made it simple from beginning to end. He explained the confusing bits to me and together we plunged into new iPhone possession. I LOVE my new iPhone Xs and I'd recommend this AT&T Spring Mobile store wholeheartedly. Thank you Ian! read more

Replaced my wife's old phone we waited for a trade in offer buy a new phone but the sales women never mentioned that we had to upgrade to a unlimited data plan which was not a good plan for us so we tried for months to get my wife's old phone back but keep getting the run around from the management. Will never shop there again. read more

They took forever & couldn't even help me with my request. I am being harassed and stalked and NEED to change my number. They were trying to charge me $36 fee to change your number which is COMPLETELY wrong on every level. Their policy is $36 or whatever to change number but there are exceptions to this & being stalked and harassed is 100% an exception and needs to be free. They told me there's nothing they can do and to just dispute the charge once it posts. UHH no. I was so annoyed to say the least. read more

HORRIBLE SERVICE, JUST CLOSE THIS STORE. The family and I went in to see if we could put my significant other on my plan from Verizon. We walked at 10:30, and there was one guy, his name was JEREMIAH, and one girl. The girl was new and was following the guy around. She informed us that it was going to be a bit they were under staffed, not an issue we understood. Another woman showed up at 10:36, then another family of three men at 10:48, (Yes I kept time). The group of three was helped first, then the woman. We weren't understanding WHY they were going out of order of people who walked in. Fast forward to 11:55 ANOTHER man comes in and asks for JEREMIAH. The girl informs the man that there is a family (us) infront of him in line. BUT as soon as JEREMIAH comes out he goes up to the man that just walked in!!! ARE YOU SERIOUS?! At this point we said nope we are done. We start walking out and the woman who was a customer apologizes to us.. ANOTHER CUSTOMER WAS APOLOGIZING FOR THE EMPLOYEES BEHAVIOR. How pathetic!! So my review is JEREMIAH needs to learn a lot more about customer service and they need to ensure their store is not "understaffed". DO NOT GO TO THIS STORE! They also had no iPhones out for display because an employee they had broke them, and apparently that employee still works for AT&T. Just not worth the hassle. If I could i would give this 0 stars. read more

My husband purchased a new iPhone online. We brought it to this store to have the data transferred from his old iPhone. Lauren helped us. She was amazing! Very competent and patient! read more

Stopped in to buy my honey a new phone. Senta was fabulous. She was knowledgeable about the phones we compared and explained pricing. She made helpful suggestions regarding 128g vs 64g phones and feature comparisons. When it came to selecting a case, Senta had several options available and once again showed us the comparison pros and cons. By the time we selected the iPhone 7Plus, as informed shoppers, we knew it was the best fit. read more

Every time I go in there for help they solve my problems quickly and always professional. I love this store and will bring all my business to them. read more

I would rather give this store no stars. DON'T GO HERE!! The two "workers" were standing behind the counter talking. We were not greeted with a smile just a look. My husband wanted to see if there was a fix for iPhone stuck button. He was told to buy a new iPhone. The "sales guy" offered no options. We had to ask all the questions. We wondered if my iPhone was a 4 or 4s so we could compare if my husband really wanted to get a 5. The guy said he could tell and proceeded to manhandle my otter cover. He said it was a 4s and hastily put the cover back causing it to rip! We left. Later, we went to the ATT on Kietzke near Dave's BBQ. Talked with Yosh who gave us all the options, answered all our questions, and talked about ways to lower our monthly bill. We walked out with 2 extra chargers, the iPhone 5, and a lower monthly bill, all for less than $40! read more

Walked into this AT&T store the other day looking for the AT&T Microcell device (let's your cell make calls over broadband internet), which they apparently don't carry. No customers in the shop other than my wife and I and two sales folks in there. One guy was sitting in a chair near the door and appeared to be playing around on a laptop. Even though we walked right buy him he couldn't be bothered to look up. The guy behind the counter at least acknowledged us, but looked at me like I was insane when I asked about the Microcell. Literally no clue what I was talking about. Great product knowledge there dude. Laptop man did know what I was talking about, and lobbed his knowledge that we had to go elsewhere to get it, albeit without ever actually looking up from whatever he was doing. How do you have an AT&T store that doesn't carry all the products? Totally ridiculous. Its no wonder I've bought my cell phones from Best Buy and not an AT&T shop. Sheesh! read more

Senta (I hope I got her name right) was amazing. She was by herself with a packed store and managed us all efficiently. I can't say enough about how helpful she was. Give that girl a raise! read more

After three attempts to get service at this AT&T dealer I've decided to never return. Not once, in the three visits was a problem resolved. All three times I was told either I could do it on my own, I could go to a different AT&T store, or, my favorite.... we're closing soon and that would take too long. Customer service is a foreign concept to these twenty-somethings. They should all be fired and the shop should start over with new management. read more

Excellent customer service from Justin! Best att experience in Reno area. After a miserable experience at the att in sparks where I failed to upgrade to the new iPhone due to a small technicality and some bad info from the rep: I decided to give it one more stubborn try at this location. From the beginning everything went smoothly with Justin's help. We managed to easily get past the earlier struggle, lower my bill, and get the phone I wanted easily. read more

Was told incorrect information, basically lied to just to make a sale. Sent the "district manager" Brian two emails to get it corrected, never heard back and went in the store twice and was told he is busy and there wasn't anyone else to speak to about my issue and to call customer service. I've been a customer for 20 years and was treated horribly. DO NOT RECOMMEND. read more

Consider going to a different store. Worst customer service I have ever received. Also try to up sell you onto plans and services that you obviously do not need. Just really not a good place to do business. read more

I live in the North Valley area, but will drive to Mccarran store to do business. I have always been treated with kindness and respect. When it comes to electronics it takes me awhile to understand how things work. I never feel like I'm unwelcome or disrespected. Joe waited on me today and took his time to explain how things worked and looked over my account to make sure I had all the updates that would make it more manageable. Thank you for being so patient. read more

I was switching from sprint to AT&T and the sales person at AT&T said just bring in your last sprint bill and we will reimburse you because I had an early termination fee. Well, he failed to tell me they wouldn't pay the fee unless I brought in my old phone as well. When I brought in my last sprint bill they said sorry we can't pay the hundred dollar early termination fee. Then I talked to the manager of the store (I can't remember her name). She said she'd see what she could do and would call me that day. I never got a call back from her. This store on Mccarran in northwest Reno has terrible customer service. Their employees misrepresent as well. Pretty disappointed! read more

My husband kills technology. His smartphones are lucky to last 4 months, his ipads have about a 1 year life, and I'm pretty sure this week he killed his laptop. He's one of those freakish technology problem havers. So, needless to say--he's been replacing many apple products at this location over the past couple years. There's an associate there, I think his name is Justin and he gives the best customer service. Always presents all the options, works with customers to find the best option within a variety of price points. Tonight my husband upgraded from his dead iphone 4 to a 5s for only $42. Justin is super helpful, knows all of the products, knows every option to offer--my husband always leaves a happy guy. He wasn't sure about this location based on it's reviews--but was so glad we gave it a try. We will continue to go back for all our technology replacing needs, maybe less once apple starts making some products that can withstand the technology-killing-clumsy-phone-fumbler that is my hubs. Justin is great, give him a visit if you're in a pickle and need a responsive person to work with you. read more

Need a new SIM card for my son. No one acknowledges you when you walk in. The only 2 employees are stuck with one customer. Spent about an hour waiting before walking out! Waste of time. They don't even seem to care that you've walked out. Going to find a new store to try and get my SIM card. If not I'll just switch providers! read more

Went in for an iphone 11. Got helped by a guy named danny. Took the phone home, and the phone got stuck in apple loop. Took it back but was told they didn't have any more 128gbs. Sent me to the plumb ln store, but the manager he talked to over the phone told me he wasn't supposed to send me there because i would have gotten charged a restocking fee. The store manager at plumb helped me with instructions on how to restore my new phone. Also, danny snuck in the asurion insurance that i made clear i didn't want. I always buy applecare. read more

Crappy customer service! Won't be back. EVER. Different stores handle things differently according to the 800 customer service line, so go to a different ATT&T store if you want decent service. read more

Had an amazing experience buying 2 new phones and transferring all data and accounts from the old ones. Thank you Luke!

Officially worst place to get AT&T stuff from. You want to talk about attitudes and not knowing how to do their job. There is nothing wrong with upselling but if I come in to buy something specific and tell you I Am only in for one thing don't try to sell me Direct Tv. Plus it's a bad sign when your customer knows more about AT&T policy and products better than your staff. Fire the lot of them. read more

My son lives in Reno and was having troubles with his iPhone so he went to this store. The saleswoman told him he needed a whole new phone, but the good news was it was going to be free and all he had to pay was the sales tax. So he signed the paperwork for the new phone. But when I called AT&T, the full retail price of the phone was going to be divided over a number of months and added to the bill. Within the 14 day period, I took the phone back in to complain to the manager. His attitude was "you can return the phone, and I'm sorry about the miscommunication. " I said there was no miscommunication, my son was blatantly lied to. All I could do was return the phone and move his service to Verizon. When I was talking to AT&T on the phone, they said they hear this all the time about the AT&T stores. read more

I used to go here all the time when Sean was working here. Great service then! Now the store is bigger but customer service isn't better. I just bought a Samsung Galaxy II :) No idea how to set up voicemail, so I went in. Was told call AT&T customer service. I needed a case, hands-free and another charger but sure wasn't going to buy them there. I went out to my car, called customer service and received prompt customer service. Sad part is, I live within walking distance and now I have to drive to the Sparks location and try them. read more

AT&T is the worst business. Customer Service by phone is useless, they tell you you have to go to one of their stores to prove your identity before you can end service at the end of the contract. I now understand why people hate AT&T, I will never be their customer again, I will also file a complaint with the feds. What they do is set up an account without your knowledge or input when you get their internet and tv, then when you call them because you cannot get into your account they want a code or answers to questions, all this set up by their back end team and they even have a phone number which is not your number so because you have no knowledge of all that their customer service cannot help you and you have to go to their store to prove your identity or you cannot cancel their lousy service at the end of the contract. I have never had to deal with such a fraudulent type of business practice before! read more

I have been dealing with this store ever since I moved to Reno which is about four years now. Until today I have usually been satisfied. About three weeks ago I went in and signed up for AT&T U-verse which was to include my landline, my Internet, my cell phone and myTV. Today was to be the installation day and as instructed I waited from 12 PM until 2 PM for a service person to show up. At the stroke of 2 I was speaking with a female customer representative in the store when I was abruptly cut off. So I dialed the number again and instead of getting back to that store I ended up talking to a representative at AT&T, the big guys. I tried to make this person understand my problem and she asked me all of my particulars and ended by saying that I had no account with AT&T‼ So, I grabbed my paperwork and drove to this office. I spoke to the same sales woman that I had dealt with before. She said, "oh I'm so sorry, you were called several times to let you know that we can no longer install U-verse at your apartment building. It just isn't available." I showed her my phone and she could see that I had not received any calls from AT&T. Apologies, apologies which mean nothing as I have now wasted several days making the spaces available for the new equipment as well as cooling my heels for 2 hours for the installation that was never even ordered. Not only that, I had to come out in whether that is well over 100°F and park my car where there was no shade. I'm FURIOUS! If anyone is set up with streaming services and is getting local news with an antenna I am interested in how that is working for you. read more

Andrew is the man! Had a problem with my insurance and was told by AT&T I needed to go into the store to figure out the problem. Andrew waited on hold and talked to the AT&T service center for around 45 min. making sure the problem was completely solved before I left the door. I would highly recommend going to this location if not only for him. Thanks again so much for all you did for me! I'll be back soon when I need an upgrade or bill adjustment. read more