I had one of the worst retail experiences I've ever had at the AT&T store on Olympic Blvd in Walnut Creek, and it happened right before Christmas. I ordered an Apple Watch SE with a new line as a Christmas gift for our son. My husband, Andrew (the account holder), went to this store on December 23rd for pickup and waited over an hour. He was told the watch could not be released unless he was added as an authorized user. While he waited in the store, I spent over 45 minutes trying to add him online (during peak holiday errands). The website was extremely difficult to navigate, and the sales rep refused to speak with me by phone to help resolve it. Andrew ultimately left without the watch. The next morning (Christmas Eve), I was able to successfully add him as an authorized user exactly per AT&T's instructions and even sent him back with my physical ID to avoid any confusion. He again spent over an hour, paid for parking both days, and dealt with holiday chaos in downtown Walnut Creek only to be told they still would not release the watch and would not explain why. Later, we were informed our account had been flagged for fraud. This accusation was shocking and insulting. We have been AT&T customers for over 10 years, all services (3 wireless lines, internet, DirectTV) are through AT&T, and our account is in good standing. Even store staff admitted they didn't understand why the account was flagged. I returned in person on December 26th with my ID and spoke with store management. The store manager Damian who was timid, evasive, and unable to explain anything clearly. Basically talked in circles wasting my time. I was eventually put on the phone with AT&T's fraud department and told the account was flagged because my husbands Social Security number is on the account and not mine which makes no sense since he is the account holder and was physically present in the store twice. No one asked him any verification questions, and no one attempted to contact us to confirm our order. As a result of this incompetence, our son had no Christmas gift, and we were falsely treated as suspicious customers instead of long-term loyal ones. This store demonstrated poor training, poor communication, and a complete lack of accountability. Accusing customers of fraud without explanation or verification is unacceptable. I would strongly caution anyone against relying on this location for time-sensitive purchases or holiday gifts. read more

This review is solely for Damien on 12/19/25. I walked in on Friday morning at 10am with 2 other gentleman to find out he was the only employee there. He was working quickly and efficiently to try to help us all to the best of his abilities. I appreciate his effort, knowledge and customer service. Thank you, Damien for going above and beyond all on your own! You're the MVP! read more

Sam at the AT&T store on 1521 Olympic Blvd in Walnut Creek was extremely helpful. He took the time to walk me through everything step by step, made sure all the details were correct, and kept the whole process organized from start to finish. Super detail-oriented, patient, and easy to work with. If you want someone who's thorough and actually makes sure everything is lined up the right way, ask for Sam. read more

Jacob went MIA after we visited him. He told us repeated lies and we were charged a much higher bill than what was promised. After we tried to get ahold of him he never answered and when we visited the store, everyone there was clueless. We also found out this is NOT a real AT&T store, but just an authorized dealer store, so actually AT&T has very little jurisdiction on what they do there and they can scam you out of money. Do yourself a favor, don't go to this store and go directly to a store run by AT&T themselves or just go to a different service provider because this experience was horrible. Don't want to get more into the weeds of this situation but I can't yell hard enough to NEVER COME HERE. read more

I went to the store to exchange a phone that I recently purchased. I told that to the initial person who I checked in with, and they stared that it would not be a problem. After having waited almost 45 minutes, an employee attempted to help me exchange my device. After about five minutes, the employee tells me that unfortunately he can't help me because he needs a manager's approval and proceeds to walk me out of the store after wasting nearly an hour of my time! I then went to the AT&T store in Pleasant Hill and told them what had happened. They stated that meeting a manager was not necessary and apologized for the inconvenience. Massive waste of time and also having to pay for parking. Save yourself the energy and go somewhere else! read more

I can't decide if Robert is a hero or a genius. I'm going to go with hero/genius. He turned my (very rare) miserable experience at the Apple Store into a great day. This was all on product launch day. He knows what's up technologically speaking, and fixed my phone with a very creative solution. It took hours, and he spent hours. I mean wow. He's the kind of guy that makes you want to stick with a company. I hope he doesn't retire in my lifetime. Also, the tall lady with the long black hair was really skilled and charismatic. Some people really know how to make you feel welcomed. If you catch these two when you go in, your problem is most likely getting solved. So many times a company like Apple can work hard to get their product to consumers and it's fumbled at the very last handoff, the customer facing people, but not with these two. There ARE good people out there. read more

I want to like this location because the people seem nice, but it is so inefficiently run, I simply can't. Two employees have been helping 1 customer for 30 minutes, 3 employees are sitting in the back room laughing and carrying on, and 4 people are waiting with no movement for 45 minutes. We had a bad experience waiting in the past so made a reservation this time. We've now been waiting an hour, despite the reservation. Honestly ridiculous service. read more

Poor customer service. Took other customers before the walk in list. Prioritized more famous clients. The store phone was ringing off the hook. Only 2 employees working on a weekend. AT&T do better. poor poor service read more

I hardly ever leave reviews...but this place is terrible. 5 employees total. 3 actually working. 2 hanging out in the back. If you order your stuff for pick up, be prepared to wait at least 1.5hrs (IM STILL WAITING) . Its not worth it. Just save yourself the time and frustration and just have it shipped. USELESS ASS WORKERS AND AN ANCIENT SYSTEM , go elsewhere youve been warned read more

Had no idea this location was even here! Glad we found it as we were able to walk over from Apple Store to get new watch set up with cellular (transfer from old watch to new watch). Dee went above and beyond with her customer service. She not only helped us to transfer the cellular to new watch but was able to correct the issue the service person caused (they cancelled our existing cell service #). Dee was quick to get things back in order for us and even offered to help set up the new watch to ensure it worked correctly right down to putting the new band on for us! She was so professional, patient and kind! Good service is hard to be found and she was absolutely a pleasure to work with. Thank you Dee!! You were so nice and patient. We definitely will drive back out to this location to have service she provided. read more

The year is 2024, why is the wait hours? There are two people working and one of them has been with the same customer for over 30 minutes now. Back in 2010, the wait was the same.... Invest in technology and cut down the bureaucracy if you consider yourself a tech company.... read more

This is the WORST AT&T location. In November, I traded in my iPhone 14 Pro Max for the new iPhone 16 pro. They told me to just leave my phone there with them and they will ship it back. Few weeks ago, I received an email for a bill of $400+ due to me "not shipping my phone back." I then call this store to speak to the store manager JACOB. They said, "he wasn't there, but we'll be back the next day we'll let him know about the case." It was the next day, I never received a call, so I called and after two calls, Jacob FINALLY answered my call. He didn't even know about my situation, so I then had to EXPLAIN AGAIN. Like HOW DO THEY NOT KNOW WHAT IS GOING ON? You're the "store manager" and u have no idea? Then u want to make excuses that you "were sick." So no one is the store manager when ur not there ? He then says he'll resolve the issue and "call me back." It has been a WEEK, NO CALL BACK, NO FOLLOW UPS. Is it that hard to ship a phone? I called today AGAIN, Jacob answers and says "they shipped it." I said there's still a $400+ on my bill, he said oh I'll resolve it and call u back. I said u never followed up with me to begin with. THIS IS SO FRUSTRATING. You guys NEED A NEW STORE MANAGER! read more

Reason for the 3 - Stars, is that unbeknownst to me the AT and T employee who assisted me with purchasing my iphone signed me up for an AT and T Protection Service (insurance). I received an email 48 hours stating my bill would be an additional $17/month due to the Protection plan that was added on when I bought my phone. I have never purchased insurance, so I know this was added to my plan, but I was never told about it. Beware of extra fees thrown in ....... read more

I have been waiting for over 30 minutes for an associate to help me. One associate walked out their break/storage room I'm assuming , looked me in the eyes and noticed I need help yet proceeded to walk to the back room and stay there. I have been an extremely unsatisfied customer of AT&T and their service. I have talked with customer service on the phone multiple times in regard to my complaints with AT&T service yet no one can help me solve my problems. That is why I decided to come into the store itself to talk to an associate in hopes someone can figure out why every billing statement I have received have been $200+. I am extremely unhappy and usually have a lot of patience with customer service since I work in the service industry myself. Do not get AT&T and I highly suggest not coming into this location. They have poor customer service and my experience here has been ridiculously horrible. read more

Worst customer service. Rude employees. Only 1 employee working after 6 pm. No one would honor our appt. time. Just told us to sit down. Took walk-ins instead of us. They think they have some power when they boss the customers around. read more

Went into the store, two people in front of me and 5 associates working. Was told 20 mins. Both people in front of me wanted to buy cases. 30 mins later, 3 associates disappear and I'm still just sitting there. Ya, I'm out and I'll try online. read more

This store including management practice unethical standards. My wife went in to pick up a new phone and they added items to her plan without telling her. Be cautious when going in. read more

a total ripoff! tied up for 3 years at high rates. even the internet is a ripoff. charged my $104 just to repair their hardware. BBB here i come!!! read more

Dee was very helpful and knowledgeable. We appreciated her insight as we made a selection. She answered our accessibility questions, and we valued her customer service skills. read more

Me and my mom came into this location after leaving the Apple Store to get the number to call for tech support because she's been having issues with her voicemail the past month. D greeted us and said that she could call and help us so that we wouldn't have to call ourselves. She went above and beyond to help us and was so sweet and patient with my mom the entire time! Thank you so much D at AT&T in Walnut Creek! You are a god send! read more

I order my phone online for a store pick up i assume like always i'll walk in and out in 5 minutes - i've already paid have my receipt and all - show them everything yet it's 40 mins later and they acting like they don't see my order so i can not pick it up. this literally the most stressful and worst customer service from att i've ever had and im sad and sorry to say the manager was right there while i had to call customer service just to get decent service. the manager and 1 employee working the morning 10/26 needs to simply find another field. what's crazy even once on the phone with customer service they were like let me at least assist in trying to ship out a device instead while they store manager was just so nasty and disgusting. then i'm like do you see my order now and she's still pretending she don't while the phone agent is saying it's right there and she should see it. smh man it might truly be time to leave them they just never provide customer service anymore. read more

So happy with the experience at this store! I walked in wanting to add Mobile Hotspot to my plan, and walked out learning I could save $50 a month on my phone bill! The sales rep listened to exactly what I wanted. He explained that AT&T has changed their plans, and by moving to the comparable one I could save $50. Hey, that's awesome! I didn't actually make the plan change as I was just looking to learn more. The sales rep didn't pressure me, so I greatly appreciate that. Overall, super good experience and I trust this store. I'll be back! Additional Pros: - Clean store - No lines read more

No effort to help. Snippy and defensive "salesperson". No wonder he was wearing a mask, if I gave that kind of service I wouldn't want people to see my face either. read more

They made so difficult online. The rep finally told me to go to a retail store. I went to a retail store and Walnut Creek and they told me they didn't have any iPhone 15's not a good experience. read more

I went to get help with an online promotion promise that went wrong. Josue did a fantastic job in helping me figure things out and explaining everything in detail. Josue Made sure everything was taken care of. He was accommodating, patient and knowledgeable. I would definitely recommend the store and come back for any future business I need to do with AT&T. Exceptional customer service. Max, thank you for your patience and for helping me through of the process as well. I really appreciate it; great team!!! Thank you read more

The service in this store is unbelievably bad. Think DMV but worse. Regardless of whether or not you have an appointment, you'll be in there for at least 30 minutes waiting while the employees count the minutes until their next break. They'll chat with each other loudly about non-business related garbage while customers are waiting for service. When you finally get past the moron CSR, and he brings his manager over, he'll tell you exactly the opposite of what the CSR just told you. Cameron is the worst -- disagreeable, lackadaisical, unprofessional. I don't know why these people work in customer service when they clearly do not want to serve customers...my guess is either the DMV and post office aren't hiring, or these clowns aren't qualified. read more

Thinking about switching to AT&T for TV & internet service? I did and learned to regret giving AT&T a shot. First, the price for AT&T's internet and TV packages are better than Xfinity. Second, price only matters if service is actually provided, which AT&T could not deliver. There were seemingly endless technical delays, rescheduled installations and other problems. The worst part of this whole experience with AT&T was the fact that their overall customer service was so awful. Their online system is so clunky causing hours of looping around their site. Their call center was worse. Reps just told me that it wasn't their department and shuffled me to another call center. AT&T knows how to handle cell phone plans. Fine. But, internet and TV packages are beyond their capabilities at this point. Save yourself the hassle of dealing with a novice organization trying to get you TV and internet service and stay away from AT&T. The rep, Karl, at the Walnut Creek location tried mightily to help out. But he couldn't overcome the sophomoric system AT&T uses to handle its TV/internet services. AWFUL. read more

Clean store, sales reps make you feel welcome & handle business quickly. Had to visit this store twice to get an issue resolved. I'm of the "fix it tight the first time" philosophy. Two visits, two different reps and both asked me to tell them my PIN. Who does that !!? Is this even corporate policy to ask customers to divulge their security PIN? The first rep was younger and got a sketchy grin when i refused to tell him my PIN. This left me feeling very uncomfortable. read more

Had a great experience at this AT&T. Robert was extremely patient and helpful. We managed to get a cell phone and WiFi plan that we're happy with. read more

If I could give 0 stars I would. AVOID RACHEL & THE WOMAN MANAGER WITH BRACES. I went in with my mother to help her get a new phone. Rachel helped us- or lack there of. She spoke to us in cold, one worded answers, never looking up from her ipad. My mom was trying to understand the differences between the X, Xs, Xr and Rachel literally did the bare minimum of explaining the differences. I had to ask her to repeat what she said as my mom didn't catch it. She rolled her eyes at us and treated us like we were so stupid. I said directly but kindly "my mom isn't sure what you're explaining and I feel like you're not being too helpful can you just repeat that?" I was met with a disgusted glare, so I asked for the manager. The manager was EVEN WORSE. I asked the manager to explain to my mom what a dual camera us (neither of us know what that means, sorry if we're technologically behind. I have the X and it doesn't have this feature so how I'm supposed to know what the dual camera means is beyond me). After I asked her to explain what that means she responded with a condescending smirk "if you let me finish my sentence i was going to tell you." During the rest of our stay we were met with short responses, lack of communication, and rudeness. We've never been treated like that as guests. Their customer service is WAY below average, truly making us feel stupid and lesser than. Unfortunately a few minutes later said manager was talking to another employee about how to restock shelves and I overheard. Her tone was truly disgusting and the employee looked really upset and on the verge of tears. We never plan to go here again and this place seriously sucks. read more

Couldn't care less service. I wanted to spend over $1200 on a new phone but the assistant acted like I was an inconvenience. Waited 20 mins for a booked appointment, assistant yawned and mumbled his way through our conversation, added apple care without asking, scribbled some notes on a piece of paper (cutting edge service!), didn't explain or ask anything about my plan choices and made me regret not just buying directly from the Apple store across the road. read more

Made online appointment to get a new iPhone. Went to store, communicated to asst manager our 4:30 appt. After waiting for 30 min. We finally got the service rep. He gave some made up reasoning as to why we had to wait. Which made no sense from a customer service standpoint. His reason, was I'm the acting asst manager I could not service you because to manager was on break and all other service reps had customers. Then after receiving the new iPhone, he pushed Direct Stream service. Said have a 10 day trial. Didn't really explain the program (we asked). We tried it. After 1 day we decided to return the box and get our money back. Program was NOT communicated properly we got billed $89.00 during the trial period. Product would not work on all our tv's. Would have to buy two mor boxed. Which rep said it would as long as we have smart TV's which we do. More boxes more costs. No go! We decided to go Roku. Much better product, easy to install, less upfront cost and long term will hundreds of $$$. Bye bye Direct TV, Marquez the service rep who helped us, really needs to communicate effectively. He seemed like he didn't have the time and wanted to make sure I completed a survey on his service level. Which I wish I never did because it would be zero stars. read more

Would strongly recommend not going here. When my last phone died, I went in to replace my phone and then upgraded tp the new iphoneX. Upon receipt of my phone he then, with an unusual smile, informed me that I had an insurance policy on my phone (which I new, but thought have expired), and that I could have gotten the new phone for free. I then asked if we could drop that, and he informed me... not now that you bought a new one. I KID YOU NOT!!! THAT HAPPENED!!! Today, just three months later, my new iPhoneX died and I brought it back to use my insurance and they informed me that there is a 225 dollar deductible and I would have to file a claim and then have the phone mailed to me and it would take 2 days. They then told me to walk over to Apple to get a new phone as it is still under warranty. Upon arrival to the apple store I was told that I needed an appointment. I was then told it would be an hour wait to even talk to anyone. I REALLY HATE THE APPLE STORE!!! As a doctor, my phone is very important to what I do, hence the need for it to work, the insurance and the reason for buying a new phone when it breaks. read more

The manager kept telling me to let her finish. I know when to speak. You saying that is a passive way of saying shut up and listen. I had helpful insight to what she was saying to save her some breath and she kept coming with that line. I waited for her pauses and there were times to "piggy back" what she was saying to alleviate her of telling me what to do in a rather non Graceful manner. Attempted to connect with her too...She was just too abrasive for my personality type. That might fly with beta males but not an Alpha. The guy who was assigned to me was helpful though so he gave yall a little balance on the rating. If i was being exact I would give 2 1/2 stars. Which should exist on #YELP read more

Terrible store. Terrible service. Terrible representation. Terrible store management. Don't honor a "lifetime" warranty. Store manager REFUSED to give me a number for his manager. Dismissive. Patronizing. A multi-billion dollar corporation can't adequately train and promote managers. read more

This is for the Walnut Creek store. Had many frustrations upgrading my phones. Finally got everything settled and ready to order my upgrades. Make an appointment, arrive on time, and wait. About 30 minutes after I arrived, after watching multiple employees walk in, only one other customer in the store--but 3 employees at this time, they call my name, only to tell me that I have to call 611 to get one of the phones approved for an upgrade, then gets the customer service person on the phone, and walks away to begin helping customers walking in the door, while the other now 3 employees, in addition to the one helping me and helping the other customer are just standing around. I finally just walked out. Really need to work on customer service skills in the AT&T stores. read more

I was able to make a same day appointment when I called in. I spoke with Jordan (assistant manager) and he was very nice. It was a good thing that I called ahead of time because they are super busy. At least 10 people came in after me and the wait became way too long for most people. The customer service seems good enough in the store. They greeted and placed customers in a queue as they walk in. It is taking a long time for me to transport my family lines but I blame att's system and not the people working here. They are trying their best to help. It's been 1.5 hour let's hope I can get what I need before I leave tonight read more

We called ahead to check if they had the iphone12, they have a policy of no providing inventory information over the phone No problem, I drove there, asked if they had the iPhone 12 pro max, they said they did so I placed my name on the list, waited 15 minutes Got inside, asked again, the csr said he needs to check with a manger, he spends 20 miniurws reviewing our accounts then goes to the back and tells us they don't have any phones Not cool Stop wasting people's time, if you don't have the phones just say so, it will save everyone time read more

Walnut Creek AT&T = Horrible experience. Maybe there is a good store and staff somewhere that is run by AT&T but given the corporate stance, hard to imagine. And, given that AT&T has changed their corporate policies around equipment, even the Customer Loyalty department is screwed up now. But, Thanks for your business suckers! Too bad the whole industry is taking great tech and turning it into human pain and waste so often. read more

First, AT&T employees at this location are really nice and did a great job helping me! However - there is a real problem with AT&T's pickup process. I placed my order online for in store pickup, and had to wait 20+ minutes outside for store employees to help me. The process of handing over my new phone required that I sit down at a desk, while the employee completed a long, complicated process on their iPad. If I bought my phone online, why is this process required if they could have otherwise shipped me my phone and I could have completed the activation online? This would have saved me 40 minutes (20 minutes waiting + 20 minutes doing paperwork with the AT&T rep). Think long and hard before you decide to pick up your online order in store. It's a big time waster. I think it would be logical to have an express line for people who already have their order paid for and just need to be handed a box. Yet, I waited for employees to finish with customers who needed explanations of how to set up their phone and help finding an optimal plan. I hope I do read more