AT&T Store

Jackson Bob

1. They are not helpful. 2. They are impatient and rude to customers. I went in twice seeking help about my prepaid phone. They brush me off with terse, negative and confusing answers. They refused to do what was obviously their job. When I asked for clarifications, they became very impatient and started interrupting me loudly and repeating to me as if I am deaf.

EDMOND KHACHI

I have had trouble with my prepaid AT & T cell phone account for months and finally after so many contacts with customer service, I decided my best option was to switch from prepaid account to post-paid account to keep my same phone number. I was told by prepaid customer service that to order for this switch I have to go to At & t main corporate store in Pasadena location at ( 83 E. Colorado Blvd. in Pasadena Ca) . I went there Sunday, August 21, 2022 around noon with my partner and explained to the female employee the situation who was checking me in. She even before letting me finish why am I there cut me off and said "Who told you that to come here?. We don't do that here and you need to contact the customer service". I explained to her very kindly but she was very committed to her decision to send us away in a very bad and rude manner. I requested to see the manager but unfortunately! when she went to call the manager, she already gave her wrong misleading judgment or dictated to the manager. When the manager came to us , I told him I am going thru this difficult situation with ATT (Pre Paid account) and I want to switch to "Post Paid service" but the manger right a way replied the same thing "We can't do that at store here and you need to call the customer service" I even told him "That is not correct information because I read everywhere on internet this need to be done at store and the prepaid customer service already told me several time! but the manager refused to help us and asked the same female employee who already brainwashed the manager with wrong information to contact the Prepaid customer service for us and they will not help us over the phone to speak to them and I have to talk to them again". About this time a nice sales associate (Paul K) came over and asked what I was trying to accomplish?. He immediately sensed my frustration and said “he could use his tablet to start the transfer from prepaid to postpaid”, even getting me a new 5G sim card to install and set up the phone for better operation. I really appreciated his going the extra distance to make my seemingly waste of time worthwhile. I was pleasantly and quickly greeted by the sales associate upon entering and after telling him my reason for coming in and being on this phone with prepaid customer service. Paul said that “You have to come here to make that change because we have to verify your driver license and social security number. I explained that they sent me here and I asked for back-up from the manager. He came out from the back room and adamantly concurred that he could not do the transfer either and only offered to call CS on the business phone and let me talk to an agent. The following half an hour on the call and several hang ups in between got me no closer to resolution and I was very upset at the whole system. The manager was of no further help, other than redialing CS for a third time. I wish I could say anything positive of the manager of this establishment, but all he could say was he was glad I got help! I do not think the first associate or he actually listened to my original question, how to transfer easily from prepaid to postpaid from one account to the other. He inferred you could not go from postpaid to prepaid, not what I explained about doing the opposite. After repeating several times, if he thought I wanted to go from postpaid to prepaid then why did he called the prepaid customer service for me?. What nice other helpful employee didn’t get me wrong?. The worst part was that the first female employee saw us leaving there and she was wrong about and should not make the decision for the manager, she never came to say “I'm sorry that I was wrong!. She just looked at us like so What?. I wish Paul K the best because he deserved to be a manager. Very polite and kind to listen and help.

Paul Wagner

I've been to this store twice recently, dealing with different people each time and both experiences have been excellent! The employees are friendly and helpful and I couldn't ask more.

Hayley Stansell

Edit - updated to reflect subsequent experiences here which were much more accomodating, thank you! Appreciate the staff patience when there were some hiccups transferring data between phones. Original - I wish Harut from the Glendale store happened to be there when I came by today. I came in to try to trade in my current device and/or get another in the mail to come to me and honestly the staff just kinda stared dumbly and didn't offer anything. They even suggested buying from the manufacturer which is just totally unnecessary. It was frustrating to go through the effort to come in and walk out due to a total lack of effort on the staff. Thanks for making this more of a headache!