I am absolutely furious with the way My Wireless/AT&T handled my switch from Verizon. On Friday, I went in with my family to move our lines over to AT&T because the plans were more affordable. I explained to the rep Marcus that we also wanted to upgrade every phone. He said he could help but was leaving for the day and told me to come back in a few days to finish everything. He switched us over but didn't do any ordering of phones. Today (Monday) I came back ready to upgrade and was hit with the most ridiculous excuse I've ever heard... Marcus said my account was "on hold" and that he needed a manager to release it. He didn't know when the manager would even show up. Seriously? I drove to the other location on Golden Valley to talk to his manager Rick myself. That's when the truth came out: Marcus opened my account wrong, and because of his mistake I now can't upgrade my phones for THREE MONTHS. Rick and another employee, Mark, flat out told me there was nothing they could do. Their only advice? Go back to Verizon or switch to T-Mobile. I called Marcus again and he refused to admit fault, just kept telling me to "wait." Wait for what? For three months of their mistake to magically go away? Absolutely unacceptable. Because of their complete incompetence and zero accountability, I am DONE with AT&T and My Wireless. My entire family is moving to T-Mobile. If you value your time, your money, and basic honesty stay far away from this place. This has been the most unprofessional and infuriating customer service experience I have ever had.+ all of the employees are under the age of 30 they are unprofessional and need to be retrained. read more

The store representative, Justin, was SUPER knowledgeable and helpful, but the franchise owner, My Wireless, is doing him filthy by having him as the only employee on the clock all day long. I came in when they first opened, and there were like 4 or 5 people ahead of me. I waited almost an hour, and only 1 person had been helped during that time because they were apparently going through every little detail of his phone bill. The other people in line said they were there the day before and it was the same exact situation, so I left and came back in the afternoon only to find a similar line of customers where I waited yet another hour to be helped. It doesn't matter if it's busy due to peak traffic hours, there's absolutely no excuse for this understaffed corporate greed. Does he ever get a break or a lunch? Is that even legal? Do better, My Wireless!!! read more

This isn't a monitored AT&T location I went in to replace my screen and the guy stated oh you've past the two years warranty you need to purchase a new screen. So I did and got it replaced again at the corporate location near Whole Foods. The worker told me that location isn't monitored and their screen protectors have lifetime warranty. So that guy from the Old Road store said to pay for a new screen when I didn't need to? Don't come here, make sure to go to a corporate AT&T location. Their screen protectors are $50 when I really needed to spend just the $10 to replace it, a scam. read more

A shout out to Krystal and George for amazing customer service. We upgraded 2 phones with them. They made overall process easy. Ask for them during your next visit to this store! read more

The guy working was unhelpful. Every thing was we don't do that here and I can't help you call att. Come to find out they are not a corporate owned store so basically they can't help you with anything. I'm done with att and do yourself a favor and go to another location read more

Service is horrible here... The store is grossly understaffed resulting in 20 minutes wait times to get served. GO TO SOME OTHER STORE OR SWITCH CARRIERS. read more

I hadn't planned to go to the AT&T Store but it was right next door to my Credit Union so We walked in. Immediately we were greeted by Edwardo, great personality!! Luckily we were helped when we walked in I was concerned because I was being attacked by hackers thru my iPhone Edwardo put another level of AT&T security on my iPhone. Problem resolved and he was happy to help us. Also my husband found his cover for his Samsung phone he'd being looking for It was a win win for us !! We left very satisfied and happy Thank you !!! read more

I love this store, Johnny helped me and my dad with getting him a new phone. Wonderful and quick customer service. He was able to explain everything thoroughly and left us feeling happy about our new upgrade. He also made sure to mention all of their new discounts and offers, I really considered changing my Apple Watch but will come back when I decide because they offer discounts for first responders, business owners, Drs and nurses, military, and teachers. Thanks AT&T and Johnny for a wonderful experience ! read more

Honestly, worst experience I have ever had. The employee that signed us up for internet and DIRECTV gave us false information about rates which has resulted in a lot of my time being wasted and paying more money than I was told. I asked specific questions multiple times and she gave me false information. She also never told us the internet usage has a cap on it which I'm just finding out now since we went over. They are not up front or transparent about anything, and that's all I wanted was transparency. The manager is trying his best to make it right, but he's limited on what he can do. I also have to go out of my way to remind them about credits they told me we would get since we were told one thing, and it was completely different. It's been issue after issue and not being told about the usage cap on the internet is the icing on the cake. Yes, I probably should have known there was a cap, but the fact they kept that information from us is deceiving. I don't like writing reviews, but this whole process has left a sour taste in my mouth and I'm very discouraged. read more

Really helped me to get the right plan for my family. Had an appointment and I was helped right away and I am completely happy

Sucks so far. Promised wave fees and I have been charged fees. Told my first bill would be and paying double. The reps I worked with won't take my calls and won't answer texts. read more

Eddie and Johnny we able to solve a problem with my 10th gen iPad Pro! Apple told me one thing (not true), another AT&T store told me one thing (not true). These two guys worked together to make THIS customer EXTREMELY happy! read more

I purchased 5 new iPhones and brought them into the AT&T store in Stevenson Ranch to get activated. Representative Johnny was the absolute best. He was very patient and handled all my needs. Johnny was very knowledgeable on all products and was great to work with. i highly recommend this store mainly because he works there. I wish there was a Johnny at all the retail stores I visit you are lucky to have such a great employe an A++++ read more

Nick has been given his good full customer service (: I was able to switch from T-mobile fast &&' easy . read more

I am too tired to write the story about my recent experience. Here is the summary: Absolutely the worst costumer service, just unbelievable. Avoid that store if you can. I will never go back there. AT&T is the worst, just in general. I wish I could give zero or negative stars here. One star is being kind. read more

Get there at 6 pm door is locked and staff member says closed and are assisting their last costumers. online says store closes at 8 pm . Guy wouldn't even help me out after trying to talk to him to talk to manager . read more

Johnny was so helpful and kind with a lot of knowledge and patience that he made the process easy and smooth

Worst service I have ever received. Currently writing this review while sitting/waiting for 2 hours in the Stevenson ranch AT&T store waiting for the GM to come out from the back to speak with me. Please do not use this At&T store. I was passed along and basically robbed from June until august paying more than double my bill amounts each month after coming in trying to lower my bill mid may. That day the district manager was in the store and helping me so I thought I was in good hands. Then Sid, an employee, took over when my bank account started getting charged AND my monthly bill sky rocketed. Since the district manager is usually not here, Sid took over and did nothing but prolong the issue. After 2 months I then ask to speak to the GM, Brandon, and he said he would help me over a month ago and every time there is an excuse as to why my bill is the same incorrect amount or he is not here or available to talk too. Brandon gave me his number to contact him when needed and just stopped responding one day. They clearly don't care about customer service. I also tried calling At&t's 611 number, no luck. I just want to pay the correct amount that I was promised and get on with life! I have probably spent a total of at least 12 hours inside this store starting in June. Brandon and Sid either cannot, will not or do not know how to do their job. I have worked in customer service my whole life so I understand there is sometimes issues but this has been a truly horrible experience. Wrote this august of 2022. Never posted this review but now, end of March 2023 I have now been sent a bill from a debt collector. Issue was never resolved. Sid, Brandon & at&t should pay this debt because they have done nothing but pass me along and not fix a single thing. Please don't use AT&T or this store. I honestly believe they try to not help you so you have to spend more money. This should be a zero star review not one** read more

This door had the rudest people I have ever seen in my entire life. It was two minutes till 9 o'clock they have close the doors. I needed to make a payment they refused to let me in. Seen it was 9 o'clock when it was two minutes till nine. In the past they have never given only full-service always have been rude no courtesy to any customers. The one in Valencia Boulevard excellent service. read more

I came here to switch providers because of the horrible customer service I received from Verizon Go Wireless from Westfield Valencia Mall. I came in apprehensive thinking I might get the same service I got prior to coming here. I was mistaken!!!!! Karen, the sales associate that assisted me was amazing. She made me feel at ease and answered ALL my questions. And I had tons!!!! Not only was she patient she was also knowledgeable! She even did a breakdown for me the exact way I would do for myself!!!! My husband and I walked out there extremely happy and content. I also appreciated the other staff as well. Daisy, another associate and the manager Christian were very welcoming which makes it easier to come back again and refer others to this store! Thank you Karen for the excellent service and the time you took to allow us to walk out of there happy! read more

This place has the worst service. My mom and sister did their promo buy one get one free for the iPhone upgrade. So far so good right? On the same day my phone stopped working, so had to go to apple, waited 45 minutes just for them to let me know my phone was disconnected and my mom calls my wife's phone because mine wasn't working to let me know that she has been charged for 2 phones instead of 1 because of the promo. I had to drive all the way to my moms house which is about an hour drive on the 405 depending on the time of day because she does not drive. Asked for the manager and insisted my number was still in service...no apology. Asked why she was charged for 2 phones, was told she would get some type of reimbursement later on, still no apology. She was also concerned if the phone came with a SIM card, she was told it was in the phone..still no apology. From my experience every time I get a new phone. Everything is explained properly and they help you set it up at the store. Let alone someone in her 50s, should be informed with everything, not give her a completely brand new phone, unopened and send her on her way and deleting the wrong line from our plan. She just bought 2 iPhone Xs( costing $1k to $1200 each) the least you can do is open it to make sure it works and no damages which protects the store of people claiming they received a new phone with a cracked screen when they opened it. If you ever come here, don't ask for Rick, I don't think he's completely idiot, he just skips steps due to laziness. The manager wasn't much help. They just issued me a new SIM card which is odd why I would need a new SIM card I've had for 4 months unless it wasn't disconnected? Still walked out with no apology what so ever and then faith them laughing about it as soon as we walked out of the store. Really hope this hits corporate and watch your cameras for this branch's customer service. It happened today March 19th around 615-630PM read more

AT&T Store - Here's a card and a name to never call if you need proper help - Mobile Phones Near Me - Stevenson Ranch, California

I'll save the long back story and just say, Asurion, the company that insures all our phones, was denying my lost claim for my son's 8+ because they said I didn't own an iPhone 8+. I went into the Steven Ranch AT&T store and was greeted by a young man. In my head I'm thinking, "this kid is going to get me nowhere." I should ask for a manager right away. BOY, WAS I WRONG! Canon, the rep, immediately understood what I was explaining even though I rambled quite a bit. He got into the system, asked a few questions then got on the phone with Asurion. After speaking with 4 different Asurion reps and managers, long wait times on hold and MANY "sorry, we can't help" responses, CANON finally made some headway. He was on the phone with Asurion for 3+ hours straight!! He even told me to go run errands while he waited on the phone. He texted me updates. I've been in the store several times over the years and the service was fine. The reps were polite and helpful but managers were slightly dismissive. This was a completely different experience. Although the situation is not completely resolved yet, it is definitely close! Thank heavens for Canon Ryder!! read more

Rick! Rick! Rick! Thank you for the phenomenal customer service and exceptional experience. Purchased direct tv and this branch is always great, friendly and helpful. The location is one of the few where you can actually see what you are buying and the support keeps me coming back. read more

Thought this was going to be painful but Keith helped my hubby and I so much. Super knowledgeable and funny. Thank you Keith!

Have to sit and wait for ever!! I was trying to sitch companies, but more than an hour passed and the two employees could not end up with the same customers. I don't recommend going to this store read more

Needed some help with my phone. Walked in, was never acknowledged. Stood there for at least 10 minutes. Walked out.

Totally unprofessional and very rude staff...the sign posted on the door says they are open until 7pm...I was there at 6:20pm and the door was locked...the AT&T rep looked at me and motion with her hand shooing me away...you don't do that to a customer...at the very least, extend some courtesy, open the door, and let me know that you have other customers and you may not be able to assist...do not just wag your finger and make me feel I am one of your minions...it's a hit and miss at this store...Brandon is excellent but this lady at the store today is something else... read more

The two gentlemen that are working right now, were extremely helpful! Really tried to help me get what I needed although it was difficult to access my account. Great & friendly customer service and very patient. read more

This store is the best! My family has been coming here for years and they never disappoint. We came in last week to add a line to our plan and upgrade my phone and we walked out with a free iPhone11!! Mike helped us out and he's a rockstar, super patience and extremely helpful with all of our endless questions. Definitely the best phone carrier location, HIGHLY RECOMMEND. read more

One of the workers Haru was so friendly and made my day. He explained every needed to be explained and did his job perfectly. Your store must be proud to have a worker like him. read more

This is consistently the nicest AT&T Store! I've been coming here for years and everyone is always nice and helpful! Pablo, thanks for helping Mom with her phone change. You rock!! read more

(Absolute Waste of Time) I went into AT&T to set up service on my iPhone 12 Pro. Wound up getting talked into a business plan that was supposed to get my bill to 85 a month. Then received a bill for $340 because the rep accidentally added 3 lines & a watch. Also, he failed to explain the deal correctly. Understandably, I went back into the store to resolve the issue. However, when I came in today the rep wasn't there. So the manager Brandon offered to help. He seemed nice at first, but after a little I noticed he was bothered after a long day at AT&T. He also confirmed this when he admitted his frustration with the mistakes the store has made & how he's been forced to deal with it as the manager all day. (So I guess I'm not alone & this was the topic of the day) With his lightning speed delivery of an explanation I was having a little trouble keeping up. Then to make matters worse he decided to have an attitude when my boyfriend showed up because I've now been here an hour & nothing was resolved. Brandon the manager suggested we call AT&T to resolve the issue rather then help clean up the mess his rep put me in. He didn't want to do it himself without having an attitude like an upset teenager who has to take out the trash. Lastly after all that said he couldn't compensate us for our time or there mistakes. He claimed he has to talk to the rep first & no bill has been generated, but we had a statement in hand with a bill of $340. Now I have to call AT&T tomorrow & plead my case. AT&T is a great company, but this location gave horrible service twice now. On the 10th & today. When my boyfriend told Brandon we would be writing a review he encouraged us to do it because & I quote "that's all we can do". Bottom line, Avoid this location if you don't want to be treated the same & wish me luck on my dilemma. read more

I think that most of the negative reviews on this has to do with how people perceive AT&T as the company rather than reviewing this based on the store. I would recommend them as the store to go to due to the reason that the reps that true have definitely seem very knowledgable. I had a bad experience at another company store in Northridge and that was just a big headache. Overall I would definitely say that this store is really good at the customer service they provide. Come and check them out. read more

This place sucks! All we wanted was an upgrade and the employees gave us incorrect information and they lied. They do not know what "customer service" means. I wish I can give them 0 stars because that is what they deserve. Do not go into this store you will regret it! read more

When I had issues with another sales agent ( I do not remember his name ) but he was not helpful because I forgot my ID in the car and kept saying that he could not help me with buying a new phone. This gentleman was very rude and was useless as a customer service/sales agent. I brought this issue u with the manager crystal and just like the gentleman before her, she was not of any help. It was Liza that treated me like a person and acted like a professional and someone that had new she was I the customer service field and was concerned about my situation. She did a great job in helping me. The manager crystal at the time and the sales guy before her should know that customers do not want to here what you can't do, but what you can do to help in addressing the customers current problem. That is the fundamentals of your chosen profession that's why the title is customer service rep Good job Liza The date of service 10/10/2015 At about 630-700pm read more

HORRIBLE. Sadly this is the closest location to my house. Every time i have to come in i have to wait 1hr + not to mention the fact that i was skipped several times. Don't come here, if you do make sure you let the receptionist know you're next, or be prepared to wait a very long time. read more

Do not enroll in auto pay. If you do, check your bill regularly, they were charging me for a line that was requested to cancel. Now they will not own up to their mistake and refund the charges. Shame on Att. read more

I rarely visit AT&T but Rick took great care of my dad and I. He helped us get an accidental bill removed, told us how to get the best deals for phones and gave us great info. Really great customer service. God bless him. What a great asset to his company. read more

Haru was super helpful, patient & made my experience here very pleasant. He was very thorough & easy to talk to, which made me feel comfortable buying from him considering bad past experiences at other locations. I definitely recommend asking for him if you come into the store. read more

This was the worst customer service ever! We walk in to 2 employees working with customers. Nobody acknowledged that we entered and sat at the counter waiting patiently for 10 min for someone to say hi and sign us in. I had to approach the employee who was super rude and annoyed and was told it would be at least a 45 min but probably longer. I am switching to Verizon along with my 7 family members because of the poor customer service on the phone and at both stores. Worst!!! read more