My mom's old flip phone was getting an error message regarding her sim card. Originally went to the El Camino location that is apparently closed now. Not wanting to go to the mall during chaotic xmas week, I opted to try the Sunnyvale location. David was working alone and I must say, he handled the situation pretty well considering there was a homeless woman ranting about her personal problems. He had the diplomacy to respond to her questions without engaging too much. After about 15min, he politely interrupted her spiel and informed her he needed to help his next customer (me). Very professional and polite. He struggled with popping the back panel off my mom's phone and even had more of a challenge trying to get the sim card out. I appreciated how careful his efforts were so as not to damage the sim card. Turns out the sim card had been slightly dislodged from the slot and the phone was unable to read the sim. Perhaps my mom had dropped the phone at some point. Once he reinserted the sim card, the phone worked again. He also informed us that the sim card can be replaced if we have any future issues. Lovely and respectful gentleman. Wonderful customer service! read more

I came multiple times during the week on my break right when they open and they are never open at the time they state that they are open. It's pretty inconvenient. Why list it as your open time when you're retailers are not here at the open time. And im talking over 15-20 minutes past open time read more

They provide good service. The prices are good there too. But the selection packages are okay. read more

AT&T Store - Att - Mobile Phones Near Me - Sunnyvale, California

Came in to the store to get help with my phone. Waited more than 30 minutes to get help. The young gentleman was occupied but the so called manager couldn't assist me at all saying he was busy. Apparently Arvind was on a phone call speaking another language assuming he was on a personal call. He was very rude and unprofessional to me. Will never come to this store again. Will be taking my business elsewhere. Waste of my valuable time. read more

Came in here about 3 weeks ago for a glass protector for my watch, they only had the liquid type so I stopped by again a few minutes ago and unfortunately met Arvind, I wasn't acknowledged or greeted so I waited then finally interjected and asked if they had the glass protectors available. He said they never carried them at this store, I told him about me coming in 3 weeks ago and he just laughed and said no we don't carry it. I asked him for his name , he said why , I said so I can call and let them know who I spoke to as to why they don't carry that when every other ATT store does. After asking again for a business card since he said he was the manager he told me his name and I asked if he could write it down as well as his position. He gave me the paper with just his name and I asked again if he could write his position down. Verbatim he said "are you the police?" I said no I just want to know who exactly you are since you don't have customer service at all, I don't need your last name just your position here. He refused so I took a picture to make sure he was who he said he was and began to walk out letting him know I would definitely escalate this to management. He took steps towards the myself and the door so I turned around not knowing what he wanted to do, I kind of laughed and said "what are you going to get physical?" He said "no but you took my picture", again I told him yea I did since you don't want to tell me your position on paper, and I walked out. This man should not be working here and is definitely a liability to att. read more

AT&T Store - Arvind - Mobile Phones Near Me - Sunnyvale, California

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Beware of any attempt at changing your phone plan at this store - the sales people are deceptive and will tell you that you will save a lot of money by changing plans. I fell for it when I went in recently to replace a phone that had failed completely. The guy assured me repeatedly that my monthly plan price would go down, even with more features and data allotment. I agreed to it, partly because I didn't want to spend extra time in a store with inadequate social distancing practices in place. Now, I have received my new bill and there is a massive increase in the monthly charges. These are not one-time charges from the phone upgrade. It's absolutely unfathomable that this store would intentionally mislead me and cheat me, especially given the fact that during our conversation I was talking with the rep about my job in healthcare during the Coronavirus crisis, and how much added stress there is with each encounter with a patient. Despite all this, he found it to be a good idea to add to my stress. Absolutely despicable, and now I'm wasting my time with AT&T customer service trying undo his disgusting work. read more

Jared is a ROCKSTAR!! I went to the following AT&T stores: Coleman Ave, Blossom Hill, Cochrane , Gilroy and finally Sunnyvale. I called 611 seven times in 2 weeks! NO ONE HELPED. Jared stayed on a 611 call with me. Gave them some code and they actually listened to what needed to be done. I know cancelling plans is not their favorite, but when the account holder dies it should be a bit easier. The store got a bit busy, but he still made sure my calls were on track. I left one of the stores in tears due to rudeness (Cochrane). When I left working with Jared I was in tears of happiness! read more

Absolutely Superb service received from an ATT Standout!! Jared!!! I am very pleased at his skill level, honesty, transparent manner. My 2 previous experiences at 2 other stores left me feeling as if I was just another cog in the wheel-Displeased with Kiely/store. Thanks Jared for fixing my phone issue in 6 minutes. Also for explaining the costs of upgrading my devices and Not Upselling me! Real person here folks!! Go see Jared!! read more

When I called because my phone was no longer charging and I was worried it would die, Anthony calmly reassured me he could help me and I could just come in. I did, and he figured out that the phone was barely charging there and the model was old it looked like I needed a new phone. He did _not_ try to sell me the latest and greatest, as I told him I'm a public school teacher and therefore low income. Additionally, he transferred everything for me as I have very painful tendinitis and asked him to please do it (I just left for 30 minutes due to covid guidelines) and he had it all done by then. His friendly, positive, caring professionalism stands out in a world of retail where most sales people really don't care what you need, but just want to make a sale. Ask for Anthony when you go in, he will take care of you. (I hope his manager reads this....) read more

TERRIBLE customer service at this store They have very rude staff and their customer service is terrible. When we came for activation service fee waiver which was promised to us at time of account registration they accused us for being opportunistic and said they dont do it for anyone. The district manager who was at store didn't even let me complete my explanation and we felt like stupid people who are banging head against the wall. Alexa who was generally polite when we were registering an account, also became super defensive and told us the money cannot be refunded. Eventually they checked notes on account and were able to find that they had to refund us activation fee. DO NOT TRUST ANYONE AT THIS STORE. THEY WILL CHANGE COLORS AFTER YOU OPEN THE ACCOUNT.IF THEY SAY ANYTHING GET IT IN WRITTEN. They also lied about auto pay and signature discount credits which dont apply to first two or three bills and they said it will apply from first day. I hope other ATT stores are better than this one. read more

I lost my phone yesterday and apparently, by the grace of God, someone returned it! I was soooo surprised and happy to know that my phone was returned. Irving was kind enough to call me, text me and email me about my phone being returned to this store. Upon arriving, Alexa was such a great help! Thank y'all! read more

Worst service. The guy working here instead of offering some advice on my service issue ridiculed saying he doesn't have a magic wand to fix it. Looks like one of those who wants to dump his frustration on others. Felt most unwelcoming. read more

I called 2 times, first time the lady said they didn't have what I'm looking for due to promotions I asked her about it, she hung up. Called again second person said there's no promos, online has the promo banner, do yall want to make money or sit on your ass all day and do nothing? read more

Very slow service waited a long time finally walked away to another store. They kept going and hiding in the room all the time saying they had to check on something read more

AT&T Store - Mobile Phones Near Me - Sunnyvale, California

Make sure to ask for David, he hooked me up with a great deal on my Fiber Internet, DIRECTV STREAM, and got me and my family the new iPhone 13 Pro Max for $8 a month! read more

If you want excellent customer service then look for Jade! Very professional, friendly, and knowledgeable associate! The staff are all courteous though. The minute you walked in, they will approach you right away and ask if they can help you with anything in regards with AT&T products unless of course if everyone is busy attending to other customers. Keep up the good work kids! read more

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We've been getting the kids phones here every couple of years now and the service that was provided by Alexandra A. was five-stars, very knowledgable and helpful - especially with all the special offers and all the details. Great customer service, keep up the excellent job Alexa read more

Ok major kudos to Jared and Anthony who helped me investigate a fraudulent case today on my behalf. I went in and was immediately greeted and helped. I had received a surprising bill for two new wireless accounts that were opened in Arizona under my name that I never authorized. I've never even been to Arizona! They immediately contacted the fraud department and got those accounts shut down promptly and professionally. They were empathetic throughout and helped give me as much info as possible so I could file a police report. It really felt like I had two friends on my side and were helping to do all they could do to help bring this issue to resolution. Such amazing customer service. Thanks guys! read more

Absolutely joke of a store. Regardless of how useless ATT already is on the phone, they told me to go to the store for an exchange. Which i went to this store for. First thing the guy told me was to go to another store because they cant do it and the other store would be able to waive the restocking fee. Drove all the way to mountainview, waited 30 mins with no one talking to me, just for the guy to tell me theres a 55$ restocking fee no matter what. Thanks AT&T you are a complete joke. read more

Like the other reviews, avoid this location. Instead, go to the AT&T store in downtown Sunnyvale which is a corporate location and has excellent customer service. This location has horrible customer service. Visited today and Jonathan was unhelpful with no empathy in looking to find a solution. He spent his time taking a personal call and then wondering around the store while I was left to call AT&T to resolve an issue myself. Avoid, avoid, avoid! read more

I walked into this store so upset because my iPhone stopped working (had no service). The manager (male) helped me figure out was going on and so did another associate (make) of his-they literally helped me troubleshoot, called several stores/people, started an investigation and got my phone to start working when it was almost not possible because someone decided to indulge in some fraud, so a huge thank you to the guys at this store for helping me! And hopefully those bastards that committed fraud at the other store got what they deserved! Thanks again guys! read more

I'm a brand new client of AT&T, I was looking to get internet services, had my appointment set up and everything was goo, technician came in on time and I was content. but over the sudden I got a phone call from a customer ser representative that was at my door trying to come in to help me set up the app. she end up selling me 5 lines when I was transferring 3 lines. I felt like I was at a car dealership, i told her many time that I only needed 2 ph lines not 3 and 1 sims card not 2, she make me get an AARP membership that I don't need. i had to go the next day and cancel in person the extra lines that I didn't need. Botton line I am disappointed at AT&T ways to do business. The sales representative didn't listen to my need she just wanted to sell me products and services that I didn't need , she was interested in making her commission. read more

I waited for more then two hours after that decided to leave the guy was taking more then hour for every costumer read more

AT&T Store - We are waiting from the last two hours but still he have not time for us..... - Mobile Phones Near Me - Sunnyvale, California

I went in to switch to a new plan from an outside phone company. Everyone was pretty friendly for the most part. However I said multiple times I only wanted to purchase a plan, and did not want any add ons. So when I checked my bill after I left I was surprised to see an additional monthly insurance charge for 17$ I called back to the store and was told I would have to come in and get the charge taken off or call the customer support. I didn't have time to go back after already being there for 40 minutes and so I spent another hour on customer support to correct this. Overall it felt very deceitful and I would stay away from this store. read more

The staff here are very friendly and helpful! The girl working the front desk- Alexa, was especially helpful in helping me get a new phone. She informed me of ongoing deals and discounts to help me save money and was super helpful in helping me choose the right kind of phone for me. She actually let me hold her personal phone to try on cases for my new phone! She gave me her personal tips and preference on phone cases in order to select the best one. Thank you Alexa!? read more

My 5 star is for Alexandra who helped me save a bunch on a trade-in deal for upgrading a phone which I could easily miss. Before we leave the store she wrote a note with everything I needed to remember to maximize my benefits that was very helpful. read more

Lots of deceiving practices at this store. Best case is they are incompetent. They made mistakes every time they did something for me and it took hours to correct it out of my time. No apology or anything! They are horrible. Do not go here! read more

Wow, didn't think service could actually be this horrendous!! Called ahead and asked if they had the iPhone 11, 11 Pro, 11 Pro Max on display, and they said they had. Phones were all locked down, and not a single phone was working (one was booting up (endlessly), and another one said activation required. We ask the employee if we can actually take the phone out and play around with it. and he blankly says "errr no". When I say to him what is the point if having store sample phones if we cannot even play around with them, he says a little condescendingly "well, you can play around with them while they are locked up". When I point out to him that none of the phones were actually working and what is the point of having store samples if prospective clients cannot try them out, he just gives a vacant stare. Wow, clearly the employee of the month!! If I could give any lower rating, I would! Outstanding customer service! Off to find another store that is actually interested in selling something! read more

Terrible store. Hours on their door said 8 pm closing. Even google yelp everywhere showed 8 pm. I went at 7:10 pm and the rude staff there said we are closed. Even their door is open but lazy staff don't want to work. read more

This store is a brick and mortar representation of AT&T's horrible customer service. Our billing has been messed up every month for the last 3 months. After having spent countless hours trying to get it corrected over the phone, we finally decided to go to this store in-person to get it fixed. We wait in the line for an hour before it is our turn to talk to a representative. The representative we talked to, Irvin, heard us for 15 minutes and eventually did just as he pleased. He called the AT&T billing department while we were there, and did not bother explaining the case at all to them. We prompted him to give the details of our case. He pretended to not listen and eventually told us that nothing can be done. This was just how our bill was going to be. Looks like AT&T is jostling with Comcast to get the honor of the worst customer service, this Sunnyvale retailer is a forerunner. read more

I was having billing issues with AT&T, they would switch plans on me mid month for 3 months straight and instead of having to do this over phone and waste 2 hours ( going from rep to manager and their manager till they saw their database as being the problem) decided to do this in person at the store. I patiently explained the problem to which the rep blurted out some words of sympathy and promised me he'd fix the problem. He wasted another 40 minutes after that, which included calling AT&T support and told me it was my problem and nothing has changed on my plan for past 6 years. I showed him the billing details (again, patiently) and he still claimed he didn't see it in the system and told me I'd have to go to another location. I am very unhappy about the fact that he didn't even try to help (after all the initial promises!) and just asked us to go away. I wasn't expecting first class service from AT&T but this was an all time low. Sorry Irvin (the guy who we worked with), I wish you would have shown some interest in helping at all! read more

Worst customer service I've ever experienced. This is my second time here, and I actually tried to avoid coming back the second time, but the wife wanted Pinkberry. Mistake. When I arrive there is only one employee, and he is engaged with a customer. It'd be nice to be acknowledged, but no big deal I'll just wait. And wait. And wait. Two people behind me walk out. Finally it's my turn and I'm thinking this should be quick, I just need to activate a sim card. I tell the worker, "can you please help me activate my sim card?" "What did YOU do to your phone?" he asks. First of all, I didn't do anything to my phone. I got a new phone and I just need to activate a sim card. Second, if I had done something, that's not the right question to ask. After explaining him the problem it was pretty quick after that, but I still left wishing I driven extra three miles to another store. read more

Alexa did a great job. She is professional and very nice. She answered all of my questions. Will be back to visit.

Went to this store for support, deactivating a call forwarding issue, and we were lucky enough to have Dave/David help us out. He was smart and friendly, even though he knew we were not buying anything. He understood how important it was to get this issue resolved, and he did it very quickly. He's the best. Thanks again Dave, if you read this post! read more

No problems with AT&T, just this location. None of the 3 employees working when I visited knew how to handle an insurance claim (the answer is: the account holder can do it online). They searched for an instruction booklet, then put me on the phone with someone who couldn't help me, then told me to come back with the account holder, who I met at a different store where they immediately said... Here, let me get you started so you can *do it yourself online*. I get that it's a holiday break, staffing is low, but the process of replacing a phone shouldn't be a mystery for the people who sell it (and the insurance) to you. Polite and professional, just not fully trained. :-/ read more

Walked in with a phone that refused to work the way it was supposed to. After visiting the Microsoft store Stanford to no avail, we decide to stop and give them a try. Daniel and Ed took the matter in hand, and in no time the problem was solved, the phone works when no-one else could do it. Kudos to Daniel & Ed, thanks guys you are the best. read more

The representatives here are not knowledgeable , professional and irresponsible to customers. I bought the pre-paid card for my friend on 12/11/2018. I paid everything including SIM card on same time, but my friend could not activate the SIM CARD after he attempted to use for twice on 12/12/2018 . He went to local ATT store in San Francisco to seeking for help to activate the card. Unfortunately, none of the ATT representatives there could able to activate. They have told him there is no money in account and the person who helped to activate the SIM CARD didn't complete the transaction. They recommended him to go back where the Sim Card purchased. He had to travel to EAST COST on that day so he issued new pre- paid SIM CARD there and gave me back the SIM card I bought. I brought the unusable SIM card to this ATT where I got the SIM CARD to talk and have them refund money. I have talked to one of the representative and asked him to help refund money Becuase my friend could not use the SIM CARD due to their mistake at the beginning. I do understand and know Pre-paid card is non refundable, but at this point I didn't make any cancelation or ask them to refund after paid it. The guy at the store didn't know how to apologize to customer and activated the SIM CARD and told me to use it. I am currently ATT contact customer, why do I have to use this Pre Paid SIM CARD for? I called to talk to the payment department and customer service. They told me that due to the SIM CARD already activated by him so they could not refund money to me. I told them I did tell the guy at the store I want money back Becuase you guys made mistake and now the SIM card is no longer used. He didn't want to accept mistake and activated the account so it became NOn-Refundable. Honestly, $35 is not a big thing to talk or comment here, but all I want to say that we are customer and we expected to have right service when we paid everything. As representatives, they should know how to accept mistake and correct it. Not tried to treat customers Ike this. read more

Jonathan was super helpful through out the entire process. It's really hard to find AT&T employees with good customer service! He was friendly and super fast! Thank you Jonathan! read more

Amazing customer service! As soon as I walked in, I was greeted in a kind and friendly manner by Alexa, Irving, and Carlos. Not only was I being helped, I was able to talk comfortably with them. These workers don't just do their job, they go out of their way to assist me as not only a client, but like a friend, in which I really admire. Thank you Alexa for being above and beyond, you were an awesome help! Customers come into stores to get the expected help they need, whatever it may be, but customer service to me is everything. This store deserves 5 stars because of it, if not more! read more

Worst ATT location ever. Customer service is awful. Today the guy that helped us was unprofessional, he did not help us with any of our questions while changing a plan. Basically said everything had to be done by phone. Once we explained our situation of changing plans, he changed topic and just wanted us to switch to tv and internet bundle. He did not care of the reason why we came there in the first place. Honestly we should of waited for the lady that was assisting another customer. read more