Rebecca is amazing! Helped make our trade-in possible when it seemed impossible anywhere else! Amazing deal and fantastic service! Recommend working with this store! read more

AT&T Store - Trade-in deal - Mobile Phones Near Me - Santa Rosa, California

Iphone less than a year old and screen became unresponsive, have insurance but they sent me to Apple who sent me back to AT&T...this happened 3 times, no one cared that I could not access my phone. Advice today was to call to file an insurance claim to which I had to remind them I am unable to unlock my phone as the screen is unresponsive, shrugged their shoulders and said there is nothing they can do. I asked if they had new phones on site, they said yes but they could only sell me one and not replace because it is against policy?!?! Got to work and called AT&T and essentially got no help from them either as phone is less than a year old. Now have a phone that is not operable and not one person with AT&T would do anything to resolve or even wanted to help resolve. read more

Terrible service and terrible attitude at the Santa Rosa store. I was explaining the unwanted texts I was receiving, and the guy says "I don't need to hear about your personal texts", as he rolls his eyes. There were 5 or 6 salespeople standing around and no other customers in the store, and no one stepped in to help as I was walking out, obviously unhappy. WAKE UP AT&T and read these reviews!!! You need some immediate changes in your personnel!! read more

Now I know why they have only two stars! Had a storm last night, thunder and lightning, electric was off only a second....this morning my phone would not turn on. AT&T wouldn't even touch it, not trained she said! Handed me a pamphlet to contact my insurance! Walked to the other end of the mall to APPLEAs I walked in a very nice guy came up to me, took my phone, after about 5 SECONDS he handed it back to me, really 5 seconds, and the Apple appeared!!! I wanted to hug him I'm saying "what did you do?" And he showed me the sequence of buttons to push. AMAZING . I'm so happy... read more

DO NOT WASTE YOUR TIME HERE! This location is the most poorly ran location I have ever been to! Management is NOT helpful, poorly trained staff, they will tell you anything to sell you a phone, they withhold information about returns until you're already paying for the product. Don't shop here spend your money somewhere else! read more

Had an issue, went to the Corta Madera store. They couldn't help (and was fairly cold) went to the Santa Rosa Plaza location and Kevin M stepped up, took the extra effort and resolved my problem. Excellent customer service, super polite, thx again Kevin. read more

I have been in sales for over 20 years, in one form or another. As such, I TRY really hard to be a good customer. I walked in this morning and told the associate EXACTLY what I wanted: a new line and the cheapest phone they had available. He proceeded to ask me about internet, television, etc. I told him, three or four times, "I just want the cheapest phone and a new line." I spoke very clearly and very directly, without being a jerk (a skill that I have practiced for years and am still working on. He would NOT let go of trying to sell me Direct TV. I told him, "I an really stressed out. I only want the cheapest phone and a new line" he showed me THREE different phones. I told him AGAIN that "I only want the cheapest phone and a new line." He started to say something about "giving me options." I walked out. read more

I hate ATT! They lie all the time. Promised me that technician would arrive in 2 days, then 30 minutes later, I get a TEXT saying that it would be 6 days later - on an inconvenient day for me. I now have to cancel everything to wait for the installer on an inconvenient day. Oh, and they collect money for internet in ADVANCE. It's highway robbery. Only choice is ATT or Xfinity. Some choice. read more

All the employees need to be retrained. Honestly just a supervisor or manager on duty to check Kevin and Jesus Manzo. They picked on me. Kevin and his team. They made me very uncomfortable. No person should feel that way for activating a phone. I felt discrimination as I walked in the door. I asked for a manager or supervisor on duty. Nobody. They told me to go to a different store because they WERE NOT going to help me because it was a "Corporate store" said Kevin and Jesus manzo . I was on the phone with an agent. Both in person and on the phone but both could not help me. Why does it matter what store it is. I had the right documents the right info for my account. Kevin's coworker Jesus Manzo tried to intimidate me. As I was speaking to the agent on the phone he takes the phone to talk to the att representative I was on the phone with. Train your employees on boundaries. I visited the store at 4:50pm please look at the footage. Please improve your CUSTOMER SERVICE. I will not allow myself to be disrespected. DONT LEAVE THESE EMPLOYEES WITHOUT A SUPERVISOR. For a better experience go to the Santa Rosa Ave location. This incident was on Thursday evening October 5th at 4:50 pm. I am willing to press charges for harassment and sexual discrimination. read more

Wow, Horrible service for the 3rd time in a row. I sat there over 25 min with no assistance. The 2 employees who did greet me atleast, were helping 2 other customers at the time i came in. And they seemed nice enough But ... Absolutely - No sense of emergency, No hustle, No strong work ethic, No multitasking [i mean really] What is wrong with the AT&T people ? Like i said 3rd time, different employees each time. My issue was a small one, granted the others may not have been ? but both employees had to wait for print outs & uploading, while doing that they could've checked what my issue was & probably fixed it while waiting for uploads ??? Never Again will i go in this store & i will alert others , take the ride elsewhere. #3rdTIME!!! read more

AT&T is the worst company ever my uncle go to get new phones from there by switching company and they're making him pay for the money extra on the phone and they keep calm and my phone after I restarted everything factory reset it this company is greeny and they do not say on their deals but oh the phones are paid off until you find out the deal wasn't actually true worst company ever in Sonoma county they screwed my uncle over and I am not happy I don't recommend this company to anyone and like a friend of mine said all as they do is screw up read more

I have used this store singularly for the past 20 years for upgrades and purchase products. I learned an expensive lesson which is that store employees and managers are not properly trained to advise customers which as a result may expose you to significant financial risk and loss due to such things as not having proper warranty coverage or being advised on shipping options etc to protect your purchase. There is no goodwill or loyalty expressed toward customers. My issue was that I went to the store to upgrade a phone which I wanted to ship to my son at college. Rather than advise me I could have AT&T ship the phone the employee with full understanding of my intentions to have the phone shipped sold me the phone and let me ship it myself. Further, I verified I had insurance in case anything went wrong and was assured I did. The phone was subsequently lost in the mail and Assurion denied the claim because the phone had not been used. When I let the store manager know what happened he said they would deny coverage anyways because of the fact a third party shipper was involved (his opinion) and that there was nothing he could do. My frustration is that he would not acknowledge that I was not given proper information, disclosures or care that would have left me protected from this event, even though I made my intentions known to the employee He demonstrated he was clearly aware of these coverage limits and risks, which easily could have been avoided and communicated to me as a customer, but they were not. If at all possible you will be better off contacting AT&T directly as the store has no way of providing customer support and will not stand behind their mistakes. I experienced no accountability or acceptance of responsibility at the store level, but the manager will happily hide behind AT&T corporate. read more

Maybe the worst service I've ever had at an AT&T store. My service rep, Ulysses was great. The manager Jessica was terrible. Six employees working waiting on 2 customers! I only needed a new sim card, but the manager just sat on her behind and typed on her computer instead of managing the store. One employee went on break, one decided to help his friend who came in ahead of customers waiting, one checking in non-existent customers, two others waiting on one other customer. The twosome included a trainee. NO help from the manager, probably checking her social media. Finally the check in person just took it upon herself to help me, which forced lazy Jessica to take over the check in! ATT, get a new manager!! read more

My experiences with AT&T were already terrible as is. The associates at a store earlier had driven me up a wall with their rude attitude and I figured "the smaller store in the mall will probably be easier to deal with." Having left the Santa Rosa Ave location, we drove to the mall, stepped in and got into the queue. We waited for quite a while, as customers were helped at the four tables in the small corner shop. The small room stank horribly and it was then that I realized it was two homeless looking gentlemen who were using iPhones and iPads to complete some kind of personal business. One had his teeth literally rotting out of his head... a bad case of what I'd call "meth mouth". Black and rotting and every time he spoke I could smell it from several feet away. They eventually left and I figured, patiently that we'd be up soon. Instead two walk ins were let in before us and given immediate help. We'd been waiting for about a half hour and my frustration had come to a boiling point. Our names were on the board. We were next. There was nobody in front of us, but these two women who just walked in were helped right away, one after another. I lost it. Went to the Apple store, got on their new plan and got my phone, a new case, and had it turned on in less than ten minutes. The way AT&T treats it's customers is just dumb. It's so backwards and I'll never go into one of their stores again. read more

Horrendous customer service. I waited for 30 minutes to exchange an iPhone case. A few minutes after I put my name on the list to receive help, a woman asked if someone could ring her up to purchase a product. They said she needed to be put on the list, behind four other customers, and the wait would be 15 + minutes. Are you kidding me? How can you have a successful business if people have to wait 15+ min to purchase an item? I was astounded. Clearly she was as well, she left. Oh, and the manager was just sitting in the back and never came out to help. Complete business fail!!! read more

We found someone who listens to customer's & their problems when after I have lost track of how many trips to the store on Santa Rosa Ave. We walked in was greeted by Tatianna, and she listened to us. put us next on the list, and then came sat down and fixed what three days, and as I said too many trips back to that other store. she tried just replacing our Sim cars and WA - LA our phones are working Thanks to her we are finally happy AT&T Customers. I would give her a 11 on a 10 scale for kindness, and customer service read more

Went in because I saw online that they had bogo on Iphones. The guy that helped me had no idea what I was talking about even after I showed him on my phone what it said online. He told me to "just order it online then" in a very rude way. I went home and just ordered them online, just sucks that I have to wait to get the phones in the mail. This AT&T place really has bad customer service. read more

The guy was super unhelpful. He didn't know anything about there business and just tried to scam us so he could get money! Don't recommend going to them ! He wasn't even wearing his mask properly. How does anyone hire someone like that guy? He needs to be retrained and told what the actual trade in program is! I didn't catch his name but he was wearing a schatel and a black mask! read more

If I could give them a lower rating, I would. Stayed on the phone with them for more than an hour with no positive result. If there were any other choices here, we would choose the. We simply have to assume that no one at ATT is reading their reviews. Horrible customer service. read more

This is the worst cell company I have ever dealt with they ripped me off on hidden charges and did nothing to fix it I will be switching my company's lines to a different service ASAP read more

This company has the worst customer service I have ever seen . I had them as a land line 7.5 yrs and moved same complex, down stairs. For the last calander year they have lost one payment of 200 made at the store, not changed the apartment Number, incorrectly billed for a regular line and it was supposed to be discounted for my son who has seizure disorder and disabled. They couldn't get the billing straightened out and after several attempts nothing was fixed . I finally had it today, and had it turned off I'll never use them again read more

Worst customer service! I went in there to buy 2 iphones and they didn't have time to sell the phones because they were closing in 15 min. I guess they didn't want the commission. read more

We went into this ATT store this morning to look at changing our rate plan and to find the best deal for a international plan. Unfortunately the sales rep basically blew us off. He did not take the time to even look up our account and was ill-informed of att rate plans and options. So we contacted att direct by phone and ordered our new iPhones and changed our rate plan to what we wanted. read more

I went into AT&T just to find a case for my phone while I was at the mall shopping around. I was harassed by Rey, the store manager, to get home services. I don't even have AT&T as my carrier. I couldn't just simply browse around for a case without getting asked all these questions. It was honestly really irritating and annoying. read more

Blaine, Ricky, and Robert helped my boyfriend and I out when we were trying to unlock his iPhone 6+. We were having difficulties filing a unlock request online for two weeks. It's strange because it only took customer service two days to unlock my aunt's iPhone 5. Ricky and Blaine did the best that they could to get them to unlock the phone. Still till today, that phone hasn't been unlocked yet. I don't know how hard it is to just unlock a simple phone.... We are very unsatisfied with the department that focus on unlocking phones. But thank you Ricky, Blaine, and Robert for helping us out! We really appreciate it. read more

This store is terrible. The manager is very rude. I was given misinformation several times and I spent hours trying to buy a phone. I would go anywhere else before returning to this store. read more

Horrible service! I recommend you go to another AT&T store for help. The gentleman helping me was very unprofessional and tried to rush me out of here asap. He did not give me valid info and was rude! On the other hand, the lady taking names at the front door bent over backwards to assist me and was awesome. 10 points for her and 0 For him. What ever happened to decent customer service ?????? read more

Store employees promised a Samsung upgrade rebate, "glitches" prevented getting the rebate onsite. 9 business days later, still no rebate. Just promises.. read more

This place is pretty full. Customer representative are not very knowledgeable, supervisors are just in the back instead of helping their representatives. I have been an att customer for like 6 years, because of the coverage in different states since I move and travel a lot. Never had an issue. I would recommend calling customer service instead of coming to this specific location. read more

Paul was helping my family out in getting new SIM cards. I felt like I was a bother to him. My parents have already had a bad experience with this associate before but decided to give him the benefit of the doubt. Being in the customer industry means one needs to be hospitable, and that's not what I got from my visit at your store today. read more

I have had a horrible time with AT&T customer service over the phone. I cant even go into the poor service I received from them. But Felipe at the Plaza location was great. He resolved the issue I was having in less that 15 minutes and made sure that I was completely happy. Way to go Santa Rosa Plaza AT&T. read more

Super super long wait! In the middle of a Saturday afternoon they have 3-4 people on the floor! Arguing among employees and customers! No organization at all and they don't seem to care. More talking between employees then with customers. read more

I was due for an upgrade so I made an appointment. Started off a little shaky. By the time I was through Kevin answered all my questions and set up my new phone. Friendly and pretty knowledgeable read more

I'm 67 years old and this store provided me with the WORST CUSTOMER SERVICE I have dealt with in my 67 years of living. No joke! Avoid at all costs if you don't want to waste your entire afternoon. We even took the time to make an appointment, arrived on time, and checked in. We were lead to believe some one would help us, so after 30 minutes of watching employees walking in and out of the store and the back room, no support was given, not even a "we will be right with you" or something to that effect. It's too bad for ATT to have this kind of shennanigans going on. What a waste of ATT's wages, and more importantly, my time! read more

I went this AT&T store today. It was such a pleasant surprise after store on Santa Rosa Ave. Bianca was the extremely nice and helpful sales person. Go here not the other place. read more

Dropped in to pick up the new iPhone. No wait. Kyle was fantastic. Knowledgable and informative. No pressure. Explained things well. Don't think I have ever had such an easy cell phone purchasing experience. read more

Blaine was the manager on duty, and solved all of my problems after his rep, Rey, said repeatedly that "there is nothing we can do." Blaine spent 45 minutes figuring out how to solve the problem, and I walked out with my phone working with a new sim card and no charge. Great job, but please train the reps to do the same. read more

I have been an AT&T wireless customer for 25+ years..... AT&T recently changed their billing times, which led to be being billed twice in one month. I called and expressed my frustration with them not being able to 'pro rate' 2 weeks, if they were going to start billing before the month. They gave a lame excuse, that there is no way they could set up the computers to do that. Really? I think not! I am very disappointed in their 'customer service', as they really only care about new customers. I moved everything over to another cell phone company. I remember when AT&T was Pacific Bell.... they had the nickname of Ma Bell...... and the slogan....' Ma Bell, we con't care, we don't have to' as they were the only phone company in town. Wow, how things have changed!! read more

My husband and I received excellent service at this store on a recent Sunday evening. We were greeted as we walked in, and helped within minutes by Mauricio, who professionally and efficiently set up an account with two lines and two new phones. This store made me completely reevaluate my impression of AT&T. (I despise the Petaluma store, with long waits and horrible service!) read more

My super cheerful wife & I came in today and wanted two things; get new iPhone 6 devices & switch responsibility of of billing from her to him. The staff registered us to wait for a rep to handle our case. We waited 20 min. To have the rep look at our Id & listen to our objectives & say that ONLY a manager could do this. 2 hrs later we came back & the manger who met w is said our case could not be helped because our drivers Lic was expired by one month (only needed to verify our identity). No sympathy or empathy for our time (we took the day off to handle this) was considered & we were turned away. They were sketsketchy with their knowledge and very snappy with her attitude completely unhelpful we turned away and said we're so sorry but we need to now change carriers to Verizon they said well that's your choice goodbye. Unbelievable. We were completely disposable intheir mind. We switch end to Verizon in the next hour & now we have 30 GB of data w no throttle down. Plus 3 new data phones for no charge! Go Verizon! They were super helpful! read more