Full marks on two separate occasions for helping me diagnose trouble with an older device. Once they identified the problem*, I wasn't expecting that the store could solve everything for me... but without their help (esp. re: follow-up), I would have really been in a bind. Also: It would have been a prime opportunity to try to sell me a new device. Instead, the Northgate store set me right with no additional charge. Considerable bonus points for absolutely zero sales pressure. Thank you! * Probably wouldn't affect most new customers, but heads-up for anyone with an older phone: it could spontaneously lose service prior to the "announced" (if you call customer service) 3G Network retirement date of 2/22. They *may* be able to re-activate you with no future guarantees. Consider transitioning to a new device ASAP. read more

Came to shop a solid 30 mins before closing, "open" sign on, advertising boards still outside, all lights and displays on. Locked. Knocked on door off and on for 10 minutes. Called, no answer. I've used this store in the past and they've barely seemed interested in helping customers, guess they solidified it this time. Won't be back. read more

Review for Josh (a very high employee) I walked into the store on 12/6/25 and there were already two customers waiting in line ahead of me. While I was waiting, two of Josh's friends walked in and were allowed to cut in front of everyone. When I politely pointed out that I had been waiting my turn before he helped his friends, his demeanor immediately changed. As I began explaining why I was there, he repeatedly interrupted me. When I asked to finish my explanation, he responded by telling me that if I wanted his help, fine -- otherwise, the door was "wide open." When I asked for his name, he refused to give it to me. His manager then asked him to hand me his card, but instead he gave me someone else's card. When I confronted him about it, he turned around and walked into the back of the store. It's about to let Josh go. He is not someone that knows how to work with public. read more

I went to the store to simply get a new SIM or eSIM--something straightforward. Instead, the staff recommended me to open a new line, claiming they couldn't do anything with my current one, and told me I could just call later to cancel the old line and everything would stay the same. Guess what? I ended up being charged double--an extra $80 a month for a line I barely even use. To make matters worse, my old line wasn't canceled for an entire week. When I returned to the store, the employee still had no idea what he did wrong! But it doesn't stop there. I also bought two Apple Watches because they told me I had 14 days to return them. What they never mentioned was a $50 restocking fee per device will be charge if I return it! Even if it's all brand new and unopened. When I called customer service, I was told there shouldn't be a fee if the devices are unopened--yet he refused to process my return! Then he had the audacity to say things like, "I didn't push you to buy it," "I didn't expect you to return it," and "You were the one who wanted it." I clearly said I would think about it and come back, but he kept pushing me aggressively, asking, "What's holding you back from buying today?" Once they make the sale, they wash their hands of any customer service responsibility. It's pay up or get stuck with terrible service and unfair charges. This is absolutely unacceptable and infuriating. read more

Not helpful at all, no interest in helping. No smiles, no sorry, just no, can't help u. Have to check yourself

This place is typically empty which is great if you need something like a high priced case or cord. If you seek assistance I wouldn't recommend this store. The staff is minimal and rude. If you would like helpful service and solutions, I recommend booking an appointment in advance at the HQ in Corte Madera. read more

José Chávez was a very attentive employee and helped me when I need it. He was very patient and helped me select what I wanted and valued my options on the matter. Thank you very much for helping me the other day. read more

Salesman Matt helped my family get a new phone plan (& a couple of phones). We were with Xfinity for years, but needed a change. Mobile service plans seem like a chaotic/sketchy business. We felt good with having Matt & a group of his reliable associates help us, in an actual building rather than just calling to some corporate group who just want to upsell you or give you misinformation. 2 thumbs up for Northgate AT&T! read more

Save yourself from this business!! AT&T, once a trusted company has now become full of ignorant apathetic and aggressive employees. In an attempt to get my billing address changed to the same place I get service, The idiots at AT&T entered the wrong address into the computer not once not twice, but three times, causing my billing to be delayed. During some of the recent storms in the winter of 2024, I had problems with my landline, getting all crackly sounding and was given a technician appointment for January 1 which, of course they never showed up for on top of that. They threaten to cut my service off after sending me a notice which was mailed on December 24 and never got to my address until December 31 and they threaten to cut off my service January 2 which means that there's no way I can send my bill in on time. There's no way I'm going to do online billing with people that expose themselves to be incompetent and aggressive like this. We'll see what tomorrow brings. read more

It was time for a new iPhone, so we went to the local AT&T store. I usually skip a generation of iPhone, running my current one into the ground. Needless to say, I was a bit behind the tech curve for this latest (11 Pro Max) one, and I needed some in purchase tutoring on what was available and needed. Even though I did some research, I still was thankful we ended up with a staff who was quite patient. My son and I each bought new phones, and he was added to my plan, so all told we were literally busy for at least an hour with Ivan C., who walked us through the steps while deftly doing this and that and something else we didn't understand! After a couple of hours (another hour for transferring info to my phone) we were finally ready to head home with our new booty. A day later we were back, with questions about the phone's memory. I had cut my memory from the previous model, as Ivan suggested this and it saved me some money on the phone. However, the memory was almost full the next day. He was able to help again, and suggested that the memory was still "settling" as it added some programs and data and then moved some not immediately needed to the ubiquitous cloud. I waited another day or so and at the end it was indeed well within the limits of the lowered phone memory, and on his suggestion I moved some other programs I don't use to the Cloud for future use while not taking up active phone memory. I am thankful for Ivan's patience, and appreciate the help and the savings I received from his advice! read more

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Blatantly lied to about everything. Left store, went home, called AT&T direct, and confirmed that everything the people in this store said, were flat out lies. Cancelled AT&T completely... because of my experience in this store. read more

This AT&T store is top notch - impressive customer service and staff that is friendly and efficient. The manager there is absolutely incredible and looks out for the best interests of his customers to help them in any way that he can. I highly recommend choosing AT&T as your service provider and getting iPhones through them. I especially recommend the AT&T store in Terra Linda. This was the best customer service experience I have ever had. They are truly so helpful and kind at this store. 10/10. read more

Today I misplaced my phone at the Northgate Shopping Center. Fortunately, there is an AT&T store there. Unfortunately, I couldn't log in to Google to access Find My Phone as I forgot my Gmail password to log in. After 30 frustrating minutes of unsuccessfully trying to enter my password with the patience assistance of Zach, Zach's creativity and persistence kicked in. He added a SIM card with my phone number to his or one of the company phones so we could receive the access code to change my password. After successfully changing my password, I could log in to Google's Find My Phone and actually found it in the truck of my car amidst multiple shopping bags. His ingenuity and genuine concern saved the day for me! read more

Slow and quiet. They know what they doing but it seems to be a part time job and hey better than no job for these youngsters. Not so passionate but picked up my phone Farely quickly! read more

Have never had excellent service here. Staff seems uninterested in helping customers, but oh well. Tonight, however, I wanted to get a simple accessory and got to the store at 740p. Store is supposed to be open until 800p. Door was locked and the employee inside had no interest in helping me out. Inexcusable. Never shopping there again and will tell others not to as well. read more

Full disclosure: I work for Deutsche Telekom which owns 70% of T-Mobile. E.g. a competitor to AT&T. My visit to this business yesterday confirmed one thing for me - no online shopping system will be as good as empowered customer service in a brick and mortar. The manager of this store, Gus, not only reinforced that thinking - he literally saved a long time customer from leaving AT&T forever. I've been an AT&T customer for over a decade. I have extensive experience in the cellular industry, with shopping systems, with website technology, and with customer service platforms. I've never seen an online retail system as f***'d up as AT&T's. I highly doubt anyone on their web team for the retail customer experience actually watches customers use their system. If they think that their system works well or efficiently... not! Rather than completely go off the deep end ranting here, let me summarize and then explain why Gus was a Customer Service Hero. On December 7th, I tried to purchase a mobile wireless router that was promoted to me via email. That day was the end of the promotion and I wanted to take advantage. After getting (laboriously) to the final stage of the process to make this purchase online, their system failed to complete it. No error message. Just silent failure. I restarted my browser and tried twice more. Giving up, I made what was my first and last call to customer care via 611. (This is the number you're told to call for any customer care issues.) I was transferred over and over again to someone who "should be able to help you" only to find they couldn't. What was I trying to do? ORDER A PRODUCT. It took 4 transfers. I finally got a nice lady named Talia who was making all effort to help me but because of her internal systems was taking a really long time. We were an HOUR into the call when just after she told me that I should be getting an email confirmation in a few minutes, the call got disconnected. (I was sitting in my office so this was not a tower handoff issue.) Talia did not call me back, so I assumed that the order was complete. A few days later, I attempted to review my order online (having not received any email) and the website said no order had been placed. The website offered me the option of chatting with someone. I started the chat window and was told there was a 19 minutes wait. After 30 minutes, it said I had 0 minutes to wait. Every few minutes, it would repeat that I had 0 minutes to wait. I waited over another hour. In fact, I started the chat on a bus ride to the airrport. After I got there about 100 minutes later, I gave up. (I actually took screenshots of this and was Skyping them to a friend making fun of this user experience while inside I was dying.) Last night, my partner and I were having ice cream next door. Afterwards, seeing there was an AT&T store right there I said "screw it, let's go in and give this one more try." The store was probably 15 minutes away from closing for the night. Gus was by himself helping another customer complete a cellphone upgrade. He efficiently finished what he was doing and greeted me. I briefly explained a portion of the issues I encountered (even identified myself as a DT employee) and he immediately went to work. He grabbed the product from the back and in less than 5 minutes had everything setup on my account. He even priced the unit as it shown have been at the promotional price. Gus, the manager, can not be replaced by a website. I don't care how smart the AI is (and I'm experienced in this area), it's just not going to happen. His demeanor, knowledge and efficiency is to be appreciated. I will never use the AT&T website again. If anyone from the web team actually cares enough to read this and wants to follow up let me know. I'll be happy to give you a reproducible set of customer nightmares that you can work on. From now on, I'll come to Gus to get my AT&T business needs addressed. read more

Finally decided to switch service providers and upgrade my phone. So glad I decided to come to this location. From the initial phone call to ensuring new phone was set up correctly, they were so helpful. Looked into any possible savings for me and made sure I didn't leave until the new phone was working. Glad to know I can rely on their customer service. read more

Nothing against this store or workers but DO NOT choose AT&T for cell phone service if you can help it. The entire county aside from their retail locations is basically 1 bar dead zones and they have no plans to fix it. Go with Verizon or T-Mobile. read more

Waited 30 minutes for someone to help us, and then was told the manager's login credentials do not work, so they sent us to the corporate store in Corte Madera. More efficient to go directly to the Corte Madera location in the future. read more

Worst staff worst service, Person was extremely rude, lazy, and lied to us to sell us a more expensive plan. read more

Sales representative took advantage of my need for a replacement phone by lying to me about pricing plan and suggesting that by changing plans and getting the phones he recommended (iPhone 8 plus which he said were the only phones they had in stock) that my husband and I would actually save money and that our plan would cost less and offer more than it currently does. My husband has a company discount, which the rep told us with the new plan "we would not exactly lose the company discount, that it would remain on our account and be applied eventually, but they haven't figured out how to do that with these new plans." Everything he said was a big lie to get me to buy the phones they had. I walked away thinking we were going to pay less. I also thought this was an actual AT&T store - Another falsehood. The sign says AT&T but they are an "authorized retailer" not a real AT&T store. When we went to activate my husband's phone at the AT&T store we were informed that the new rate is nearly $50 more a month than we were paying. We will be going back to the store and hoping they make right on the lies they told me in the process of selling me new phones or AT&T will have lost a 15 year customer. read more

Wow... whoever works here just lies to customers about return policy. Instead of returning iPhones purchased within 14 days, they send customers to Apple store so they don't have to help people. When I called, I just asked what the ATT return policy is? The dude on the phone just HUNG UP ON ME!!!! So, never buy ANYTHING here, because they don't care about you once the transaction is over. So, glad I'm not an ATT customer. read more

I arrived at the store a bit (maybe more) cranky because I had been on hold for almost an hour with customer service. I was ready for another frustrating att experience. Instead, I was given the best customer service ever. I was greeted promptly,had all my questions answered and was able to make the account changes that I needed. The associate that helped me, I think his name is Dorogio, was super patient, friendly and helpful. I especially appreciated that I was able to ask about new phone features and get my answers without any sales pressure. I will definitely return to this store. read more

This is the first review I have ever written for Yelp! but my experience with Dannie Cartenter Rocked! My phone got run over in June...I haven't shopped for a new one because I was afraid of the whole hassel of getting a new one....Dannie was kind, informative, funny, ..I really enjoyed my time with Dannie! read more

I just recently bought an iphone with this AT&T store along with a Ventev toughglass case. The salesman installed the case and glass but after a few weeks the glass came off and fell on the floor picking up dirt and dust on the adhesive side of the glass basically making it ruined. After calling this AT&T store and talking to an associate who then checked with the manager they told me to come in and they would take care of me. When I went to the store I dealt with Daniela Bravo who then told me there is nothing they could do and very rudely told me to take it up with Ventev. I asked to talk to a manager and she then handed me her manager's business card and said if you want he will be in Tuesday and you can speak with him then This is unbelievable poor customer service as I was just told to come in! I will never purchase anything from this store again. read more

Have had some really bad experiences at other att stores in the bay area in the past, so I was really dreading having to go into one again. To my surprise, I went into the one at Northgate and had such a great experience!! Simone was so helpful and nice! Great customer service read more

Needed a new phone and they made it effortless. I walked in, knew what I wanted and got it. Phone was up and running in 10 minutes. Very friendly and helpful especially Sarah. read more

Recently purchased Samsung Galaxy J-3 phone haven't had any problems with it until today. For some reason the keyboard stopped working. Could not figure out how to reset it went back to AT&T at Northgate sales rep was able to reset my phone. Same person who sold me the phone originally. He was the only one at the store at that time he handle all the customers quickly and efficiently. read more

Amazing service from our representative that helped us today, Daniela! She did an amazing job going over our current plan and seeing where we could save money. She helped my husband apply a veteran discount and still reviewed our plan for unlimited data, text, and calls to get a cheaper plan then the one we currently had. Amazing service and a genuine attention to our needs! read more

So when we went in the store back in maybe December we were impressed with the customer service and had a very nice woman who helped us. She had let us know to bring our old iphone back into the store once it was cleared and they would send it in to AT&T for us to get a $100 refund. I brought the phone back in as told a few weeks later and just handed it to them in the store. They assured me they remembered me and they would return the phone. I kept waiting to get a refund from AT&T and never did. I called this store maybe 4-5 times now to ask them to check in about it and figure out what happened. Each time the manager told me that he would look into it and give me a call back. Each time he never game me a call back. I have not recieved the refund still 9 months later nor even a call back. I can't even believe how horrible their "manager" is. I would warn anyone from going to this store. Lastly this is the first time I have ever left a bad review on yelp. read more

Went in solely to purchase an iphone 6S+ but associate incorrectly rang up a 6S. Processed the exchange on site, though I never was issued a refund in 7-10 business days as promised. Then I received my wireless bill and I received an upgrade fee, phone insurance was added to plan along with a change in my data plan. Neither of these changes were communicated to me at the time of sale and were clearly fraudulent as the associates receive incentives for plan additions. The changes in plan also resulted in fee overages Went into store and it took over an hour to refund the initial purchase of incorrect phone and refund the fraudulent additions to plan. Manager not empowered to refund my $, thus had to contact is regional manager. The manager Troy informed me that the associate no longer worked there, though he himself offered no apology or explanation as to how this could occur and was confrontational. Beware of doing business at this location Also logging complaints with AT&T corporate read more

I am from NY and not that good with smartphones walked in and was met by DOT knowledge and professional KUDOS DOT also her her cowokers were awesome thanks Gus and Charles. read more

I knew something good was happening when Dannie Carpenter called me back after 7:00 PM on a Wednesday evening. Dannie is the assistant manager. Dannie was able to come up with a solution that no one, not even me had thought of and in fact his idea was superior to the other options. I can not say enough but will tell you this. The next time you need some thing cell phone. Stop what your doing and give Dannie a call. You will be very glad you did so. Dannie Carpenter CellularWorld 200 Northgate One San Rafael, CA 94903 415-499-4684 ask for Dannie and tell him Ted sent you. read more