AT&T Store

Javis Hernandez

Absolutely horrible customer service. On Monday, August 1st around 10am I went in to the Vista Village location to replace a defective phone that has their insurance. Prior to my store visit I had called AT&T and was instructed to call Asurion or visit their website to file a claim (the 3rd party insurance they sell). I followed those instructions and was told by Asurion that the defect on my phone was within the 12 month manufacture warranty and to bring it to an AT&T store for replacement. So I did just that. There were two AT&T employees working that morning, an older male and female. The male employee approached me to find out the reason for my visit and to add me to the waiting list. When I tried to explain my situation he immediately tried to tell me that they don’t handle that in store before I could finish explaining what I had already done. When he finally decided to listen to me he finally agreed it was a manufacturer defect and that they could help me in the store and put my name on the list. When my name was finally called, I once again explained the story to the female rep and was told right away that they couldn’t help me. She said they needed manager approval and that there was no manager on-site and had no idea when there would be one in-store. What baffled me was that if that was the case, then why did the previous employee make no mention about needing manager approval and none being on-site. From the moment I walked in it felt like their only goal was to get me out of the store. Both reps were rude, unapologetic, and utterly unhelpful especially the female rep. And it wasn’t just me that they treated like this. While I was waiting, an older gentleman came in that was having issues with his Att tv service. The female rep told him they don’t do that service anymore and completely wrote him off. She provided zero assistance and zero effort to try and empathize with the customer’s issue. The customer left extremely frustrated for good reason. I’ve been an AT&T customer for about 15 years and expect better from companies I choose to do business with especially for this long. They don’t even deserve the one star that I gave on this review. These two employees DO NOT belong in customer service oriented roles, especially the female employee that was working that morning. Luckily for me there is a T-Mobile right down the street so this is a mistake I can quickly fix.

Ron Nava

The AT&T retail stores Will say anything to get you into the store and then try to upsell you once you’re there, these are high-pressure do used car sales tactics. I had the exact same experience three different stores inside of 45 minutes… This was enough for me to switch to Verizon

Cyndi Ann Cross

It was extremely busy that day and well worth the wait, so we did not mind the extra time it took to get help. The staff was exceptional. They answered our questions in full, and cleared up misconceptions that we'd heard earlier that day at a franchise in San Marcos. This will be our "Go-To" store for as long as we live here. Ben, Alex, Yasmine - you rock. Period.

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Dropped my phone and it was stolen. Lost all of my photos and had to buy a new phone. Made 3 visits and Stephanie helped me every tine. She is the best! Not only was she patient with my many questions, she was very sweet and helped me set the phone up and recommended apps that would make accessing my account easier. Thank you for your help and prayers Stephanie!